Terminal Guide
VeriFone VX520, VX820 Duet and VX680 3G
Retail & Restaurant
This Quick Reference Guide will guide you through understanding your terminal’s functionality, and will help you with troubleshooting your payment application and terminals.
Contents
GETTING STARTED
Key Functions .....................................................................................3
Navigating Your Terminal ................................................................4
Available Transaction Types ...........................................................5
Integrated Contactless Technology ..............................................6
Clerk/Server Management .............................................................7
Gift Card Transaction Types (Optional).......................................8
Available Reports ............................................................................10
Settling the Batch ............................................................................ 11
REFERENCE
Prompt Q&A ....................................................................................12
Common Error Codes .....................................................................13
Chip Card Error Codes ....................................................................14
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Key Functions
The chart below details the navigation from the main menus for the Verifone VX520,
VX820 Duet and
VX680 3G terminals.
VX520 VX820 Duet
KEY
1
2
3
4
Function
F1 – This is a variable key.
F2 – This is a variable key.
F3 – This is a variable key.
F4 – This is a variable key.
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8
9
KEY
5
6
Function
VX520
Arrow Key
Tip Adjust
ALPHA
Gift Card
Reports
VX680 3G
VX820 Duet and
VX680 3G
Arrow Key
Tip Adjust
ALPHA
Gift Card
Reports
3
Navigating
Your
Terminal
Refer to this section to find and begin the transaction or function you wish to use. Options may vary depending on the device you are using.
BEGIN A SALE
To begin a sale transaction, press [F2] (VX520) or [F1]
(VX820 Duet and VX680 3G) to select Sale from the idle screen. Your terminal will guide you through the process.
BEGIN OTHER TRANSACTIONS
Use the [ ] (VX520) or [ ] (VX820 Duet and VX680
3G) key at the main menu or idle prompt to navigate to the transaction type you wish to perform. Scroll through the menu and press the corresponding [F] key when your desired transaction appears on the terminal display.
[
REPRINT A RECEIPT
The Reprint function is accessible through the main menu. Press
] (VX520) or [ ] (VX820 Duet and VX680 3G) to scroll, and select reprint. You will be prompted to select last receipt, or enter criteria to search for another receipt to reprint.
ACCESS CLERK/SERVER SETUP
At the main menu, press [OK] to access the Configuration menu.
Then, navigate to the Clerk Setup or Server Setup option.
ACCESS REPORTS
Press [Reports] (VX520) or [ ] (VX820 Duet and VX680
3G) to access the Reports menu. Scroll to the desired report or report category, then press the corresponding [F] key and follow the prompts to view or print your report.
EDIT AUTO SHIFT TIMES
If you are in auto shift mode, use this procedure to edit the shift start and end times. Press [1] at the idle screen to access the Shift menu.
MANUAL SHIFT CLOSE
If you are in manual shift mode, use this procedure to close the current shift and start a new shift.
Press [1] at the idle screen to access the Shift menu.
DOWNLOAD UPDATES*
Your terminal will automatically check for updates to its software every 60 days (default). If an update is available, the terminal will schedule a time to perform the automatic download. The terminal will not proceed with the download at the scheduled time if any transactions are left unsettled.
* To download automatic updates connect the VX680 3G terminal to a power supply overnight.
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Credit and Debit Transactions
Sale A sale transaction using a credit or debit card; the card is present.
VX520
Press [F2] to select
Sale.
Return Perform a return to refund money to a cardholder’s account from a credit or debit sale completed in a closed batch (i.e., previous day). May also be used to adjust a previous transaction.
Press [ ] to scroll, and select
Refund.
Void Perform a void to reverse a credit sale, force, or return transaction and prevent any funds from transferring from the cardholder’s account. Only available for transactions in the current batch (i.e., same day).
Press [F4] to select
Void.
VX820 Duet and
VX680 3G
Press [F1] to select Sale.
Press [F4] to select
Refund.
Press [F3] to select Void.
Credit Only Transactions
Force Perform a force sale when the terminal cannot reach the host (Chase Paymentech) to authorize a transaction, or to finalize a Pre-Auth transaction.
Contact your voice authorization center for an authorization code, and then force the transaction.
Pre-Auth/Pre-Auth
Completion (retail only)
A pre-auth transaction provides an approval, but the consumer is not charged until a preauth completion is performed.
Open Tab (restaurant only)
A preauthorization transaction for a specific, pre-determined dollar amount.
Close Tab (restaurant only)
Perform to close the opened tab and place it in the settlement batch file.
VX520
Press [ select
Force.
] and then
Press [ ] and then select
Pre-Auth.
VX820 Duet and
VX680 3G
Press
[ ] and then select
Force.
Press
[ ] and then select
Pre-Auth.
Press [ ] to scroll, and select Tab
> Open
Tab.
Press [ ] to scroll, and select Tab >
Open Tab.
Press [ ] to scroll, and select Tab
> Close
Tab.
Press [ ] to scroll, and select Tab >
Close Tab.
Available
Transaction
Types
Refer to this section for information on what transactions are available, when to use them, and how to begin the transaction.
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Integrated
Contactless
Technology
Note: Tip functionality requires the card to be inserted or swiped.
CONTACTLESS PAYMENTS
Your VeriFone terminal automatically accepts contactless payments. During a sale transaction, the terminal will display the “Tap/ Insert/Swipe” prompt and the contactless symbol. At this time, customers with contactless-enabled cards should touch/tap their card on or in close proximity to the top of the terminal screen for a few seconds. Your terminal will process contactless payment transactions as if a card were swiped or inserted. As an added security measure, the terminal will prompt for a card insert or swipe if the transaction amount is over a pre-set threshold.
Clerk/Server Management
Log On/Off
Clerk/Server
Used to log on clerks/servers as their shifts begin, and log them off at the end of their shift.
Add Clerk/
Server
Modify Clerk/
Server
Adds new clerks or servers to your terminal.
You will be prompted to create an ID and a password for each new clerk/server.
Allows modification of a clerk/ server’s password.
Delete Clerk/
Server
Available
Transaction
Types (cont.)
Clerk/Server
Setup
Removes a single clerk/server from the terminal.
Your terminal supports various transaction types. Refer to this section for information on what transactions are available, when to use them, and how to begin the transaction.
Accessible through the Configuration menu, clerk/server setup allows you to manage IDs and passwords. Press [OK] at idle, and select Servers or Clerk Setup, based on your terminal’s configuration.
Clerk/Server
Management
From the idle prompt, press the [OK] key to launch the
Configuration menu.
From this menu, select
“Server Setup.”
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Gift Card
Transaction
Types
(Optional)
If you are participating in Chase Paymentech’s proprietary Gift
Card program, your terminal supports various stored value card transaction types.
Refer to this section for information on what gift card transactions are available and when to use them.
Note: The [Gift Card] button is the third purple hot key from the left on the VX520 terminal or the [ ] icon on the VX820 Duet and
VX680 3G terminals.
Gift Card Transactions
Issuance/Add Value Adds value to the gift card account.
This transaction can be used to issue and activate a new card, or to reload an active card with incremental value.
Activation/Block Activation
Create a consumer’s gift card account by assigning value to a card. One or more gift cards can be activated at one time. Activations can only be performed on cards that have not been previously activated.
Redemption Decreases the value stored on the consumer’s gift card account. This transaction is performed when a consumer uses the card to purchase goods or services.
VX520
Press [Gift
Card], then select Issue
Add Value.
VX820 Duet and
VX680 3G
Press [ ], then select
Issue Add
Value.
Press [Gift
Card], press [ ] to scroll, and then select
Activation or Block
Activate.
Press [Gift
Card], then select
Balance
Inquiry.
Press [ press [
],
] to scroll, and then select
Activation or Block
Activate.
Press [ ], then select
Balance
Inquiry.
Force Perform a force redemption, activation or issuance when the terminal cannot reach the gift card host.
[
Press [Gift
Card], press
] to scroll, and then select Force
Issuance or Force
Redempt; or, press
[Arrow] to scroll, and then select Force
Activate.
Press [ ], press [ ] to scroll, and then select Force
Issuance or Force
Redempt; or, press [ ] to scroll, and then select Force
Activate.
Gift Card Transactions
Add Tip A gift card redemption transaction for the amount of the tip
Deactivation When enabled, change the status of a card from active to inactive.
Inactive cards may not be used for redemptions.
VX520
Press [Gift
Card], then press [
Add Tip.
] and select
Press [Gift
Card], press [ ] to scroll, and then select
Deactivation.
VX820 Duet and
VX680 3G
Press [ ], then press
[ ] and select Add
Tip.
Press [ ], press [ ] to scroll, and then select
Deactivation.
Reactivation When enabled, this transaction allows the merchant to change the status of a card from inactive to active. This transaction can only be used to activate
“deactivated” cards.
Press [Gift
Card], press [ ] to scroll, and then select
Reactivation.
Press [ ], press [ ] to scroll, and then select
Reactivation.
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Available
Reports
A report is like a snap shot in time of business activities.
Use this data to help you make crucial business decisions.
Note: The [Reports] button is the purple hot key on the far right on
VX520 or the [ ] key on VX820 Duet and
VX680 3G terminals.
Reports: Main Menu
Totals Report Prints totals by card type and card issuer.
Detail Report
Clerk/Server
Reports
Prints detail information for each transaction.
Launches Clerk or Server Reports
Menu options. (See Reports:
Clerk/Server Reports Menu.
)
Batch Review
Batch History
Launches Batch Review menu options. Allows access to view detail on all transactions in the current batch. This can be used to retrieve transactions in the current batch by entering search criteria. Once the transaction is retrieved, you may adjust or void the transaction. To access the Batch
Review for all transactions, the Supervisor or Manager password level is required.
Prints a series of settlement reports by date.
Host Totals Runs the host totals transaction and prints a report. See Transaction section for description.
Terminal Reports Launches Terminal Reports menu options.
These reports are used by your Help Desk
Associate to troubleshoot your terminal.
Outstanding
Pre-Auth Report
(retail only)
Prints the details or totals of the current open pre-auth transactions in the terminal.
Clerk/Server Reports Menu
Totals Report Prints totals by card type and card issuer.
Detail Report Prints detail information for each transaction.
Shift Report
Clerk/Server
Table
Prints transaction totals per shift.
Prints login and logout information.
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SETTLEMENT
A Settlement operation is used to close the current batch and open a new batch for logging and accumulating transactions.
Your VeriFone terminal uses a Host Capture System (HCS) application. In the HCS environment, all transactions are sent online to the Chase Paymentech Host and are captured at the moment they occur. This includes
Returns, Auth / Force Sales, Voids and Reversals. Auth only transactions are not settled until they are completed or closed. There are three settlement options: Host Auto
Close, Auto Settlement, and Manual Settlement.
1 – HOST AUTO CLOSE
If your terminal is set to Host Auto Close, the host will close the current open batch at a designated time each day. There is no end of day batch processing required from the merchant.
2 – MANUAL SETTLEMENT
If your terminal is configured to manually settle, navigate to Settlement from the main menu and follow the prompts displayed.
3 – TIMED AUTO SETTLEMENT**
If your terminal is set to Timed Auto Settlement, it will automatically settle transactions in the current batch at a specific, predetermined time, within a 24-hour period. When configured, auto settlement begins anytime after the set time occurs if there are transactions in the batch. For example, if auto settlement time is set to 22:30:00 (10:30 PM) then auto settlement occurs at approximately 22:30:00. If the terminal is turned off before the set time, and turned on again (usually the next morning), auto settlement occurs at that time.
** To perform a timed auto settlement connect the
VX680 3G terminal to a power supply overnight.
Settling the Batch
Your transactions must be “settled” daily. Read this section to ensure the settlement process operates smoothly.
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Prompt
Q&A
While navigating through transactions, you’ll find that some prompts aren’t as clear as others. This section clarifies those prompts.
Prompt
Imprint Card
Press OK Key
V-Code:
Code Present?
Send Duplicate?
Appr Code:
Description/Action
May display while performing a manually entered transaction.
Imprint the card using a manual imprint machine to prove the card was present during the transaction.
Enter the CVC (card verification code), typically the last 3 or
4 digits found on the back of the card on the signature line.
CVC codes are designed to reduce payment card fraud.
No [F1]
Xread [F2]
Displays when V-Code prompt is bypassed. Select X read if the code is present, but unreadable.
Yes [F1]
No [F2]
Displays when you are attempting a transaction with an account number and amount that has already been used in the current batch. Select Yes to confirm that this transaction should be processed. Select
No to cancel the transaction.
Displays during a Force transaction. Key in the approval code you received from the Voice Authorization
Centre, and press [OK].
[APPL 1] [F1]
[APPL 2] [F2]
Select the desired application by pressing the corresponding [F] key.
Sel
App
Amt Due: x.xx
Enter to Confirm
Select Language
Press [OK] to continue with another transaction for the amount due.
English [F1]
Français [F2]
Press the [7] key to specify whether the terminal will display prompts in
English or French.
Error Code
Bad
Account #
Empty Batch Cannot perform requested function
- batch is empty.
Expired card The card’s expiration date has passed.
Invalid
Accnt No
Description
The card number being used for the current transaction does not pass the
LUHN check.
Invalid Srvr Id
Invalid Clrk Id
The 4 digits keyed do not match the account number from the card’s mag stripe.
The clerk/server number keyed has not been logged in.
Void Not
Allowed
The user tried to void an already voided transaction.
Action
Retry. If error persists, ask for another form of payment as the card may be fraudulent.
(No action.)
Retry. If error persists, ask for another form of payment
Re-key the last 4 digits.
If error persists, ask for another form of payment as the card may be fraudulent.
Login the clerk/ server through Clerk/
Server Setup.
(No action.)
Common
Error
Codes
In the event that your terminal displays an error, refer to these error codes to troubleshoot your terminal. If the code you are experiencing is not shown, retry the transaction. To reduce chargeback risks and manage your processing costs, avoid keying transactions when the card is present.
Instead, ask for another method of payment.
If the error persists, contact your Help
Desk for support.
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Chip Card
Error
Codes
In the event that your terminal displays a chip-related error, refer to these error codes to troubleshoot your terminal. If the code you are experiencing is not shown, retry the transaction. If the error persists, contact your
Help Desk for support.
Error Code
Appl Not
Supported
Card Blocked
Chip Card
Failure
Description
The application on the chip card is not supported.
The chip card has been blocked.
The chip card has failed to read properly
Action
Follow instructions on the terminal to complete the transaction.
Follow the instructions to complete the transaction. Refer the cardholder to the issuing bank.
Attempt the transaction again.
Obtain another form of payment.
Perform transaction by swiping the magnetic stripe.
Chip Card
Failure, Use Mag
Stripe
The chip card has failed to read properly.
Card Removed The chip card has been removed while a transaction is being processed.
Attempt the transaction again.
Invalid CAPK
File
The card has requested a file that does not match the terminal.
No action is required.
If the error persists, contact the Help Desk.
Error Code
Last PIN Try
PIN Blocked
PIN Try Limit
Exceeded
Use Chip
Reader
Description
There is only one
PIN attempt entry left on the card.
The PIN has been blocked on the chip card.
The PIN limit has been exceeded.
Action
No action.
Follow instructions on the terminal to complete the transaction. Refer the cardholder to the issuing bank.
Follow instructions to complete the transaction. Refer the cardholder to the issuing bank.
A chip-enabled card has been swiped but has not yet been inserted into the smart card reader.
Insert the card into the smart card reader.
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WKCA-020-EN VF4.0-HCS 08/13
Merchant Support
1.800.265.5158
