VeriFone | VX 680 | VeriFone VX520 / VX820 Duet / VX680 3G

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.
Key Functions
1
1
2
2
3
4
5
6
7
8
GETTING STARTED
Key Functions......................................................................................3
Navigating Your Terminal.................................................................4
KEY
3
3
4
4
5 6 7 8 9
9
VX520
Contents
1
2
The chart below details
the navigation from
the main menus for
the Verifone VX520,
VX820 Duet and
VX680 3G terminals.
5 6 7 8 9
VX820 Duet
VX680 3G
Function
1
F1 – This is a variable key.
2
F2 – This is a variable key.
3
F3 – This is a variable key.
4
F4 – This is a variable key.
Available Transaction Types............................................................5
Integrated Contactless Technology...............................................6
Function
Clerk/Server Management.............................................................. 7
VX820 Duet and
VX680 3G
Gift Card Transaction Types (Optional).......................................8
KEY
Available Reports.............................................................................10
5
Arrow Key
Arrow Key
6
Tip Adjust
Tip Adjust
REFERENCE
7
ALPHA
ALPHA
Prompt Q&A.....................................................................................12
8
Gift Card
Gift Card
9
Reports
Reports
Settling the Batch............................................................................. 11
Common Error Codes......................................................................13
Chip Card Error Codes.....................................................................14
VX520
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.
4
Credit and Debit Transactions
VX520
VX820 Duet
and
VX680 3G
Sale A sale transaction
using a credit or debit card;
the card is present.
Press [F2]
to select
Sale.
Press [F1] 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.
Press [F4]
to 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.
Press [F3] to
select Void.
Credit Only Transactions
VX520
Available
Transaction
Types
Refer to this section
for information on
what transactions are
available, when to
use them, and how to
begin the transaction.
VX820 Duet
and
VX680 3G
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.
Press []
and then
select
Force.
Press
[ ] and
then select
Force.
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.
Press []
and then
select
Pre-Auth.
Press
[ ] and
then select
Pre-Auth.
Open Tab (restaurant only)
A preauthorization transaction
for a specific, pre-determined
dollar amount.
Press [] to
scroll, and
select Tab
> Open
Tab.
Press [ ]
to scroll, and
select Tab >
Open Tab.
Close Tab (restaurant only)
Perform to close the opened
tab and place it in the
settlement batch file.
Press [] to
scroll, and
select Tab
> Close
Tab.
Press [ ]
to scroll, and
select Tab >
Close Tab.
5
Integrated
Contactless
Technology
Note: Tip functionality
requires the card to be
inserted or swiped.
6
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
Adds new clerks or servers to your terminal.
You will be prompted to create an ID and
a password for each new clerk/server.
Modify Clerk/
Server
Allows modification of a clerk/
server’s password.
Delete Clerk/
Server
Removes a single clerk/server
from the terminal.
Available
Transaction
Types (cont.)
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.
Clerk/Server
Setup
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.”
7
Gift Card
Transaction
Types
(Optional)
Gift Card Transactions
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.
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.
Press [Gift
Card], then
select Issue
Add Value.
Press [ ],
then select
Issue Add
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.
Press [Gift
Card],
press [] to
scroll, and
then select
Activation
or Block
Activate.
Press [ ],
press [ ]
to scroll, and
then select
Activation
or Block
Activate.
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.
Press [Gift
Card],
then select
Balance
Inquiry.
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.
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.
8
VX520
VX820 Duet
and
VX680 3G
Gift Card Transactions
VX520
VX820 Duet
and
VX680 3G
Add Tip A gift card
redemption transaction for
the amount of the tip
Press [Gift
Card], then
press []
and select
Add Tip.
Press [ ],
then press
[ ] and
select Add
Tip.
Deactivation When enabled,
change the status of a card
from active to inactive.
Inactive cards may not be
used for redemptions.
Press [Gift
Card],
press [] to
scroll, and
then select
Deactivation.
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.
9
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
Prints detail information
for each transaction.
Clerk/Server
Reports
Launches Clerk or Server Reports
Menu options. (See Reports:
Clerk/Server Reports Menu.)
Batch Review
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.
Batch History
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.
SETTLEMENT
A Settlement operation is used to close the current batch and
open a new batch for logging and accumulating transactions.
Settling
the Batch
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.
Your transactions must
be “settled” daily. Read
this section to ensure
the settlement process
operates smoothly.
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.
Clerk/Server Reports Menu
10
Totals Report
Prints totals by card type and card issuer.
Detail Report
Prints detail information
for each transaction.
Shift Report
Prints transaction totals per shift.
Clerk/Server
Table
Prints login and logout information.
11
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
Description/Action
Error Code
Description
Action
Bad
Account #
Imprint Card
Press OK Key
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.
The card number
being used for the
current transaction
does not pass the
LUHN check.
Retry. If error persists,
ask for another form
of payment as the card
may be fraudulent.
Empty Batch
Cannot perform
requested function
- batch is empty.
(No action.)
Expired card
V-Code:
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.
The card’s
expiration date
has passed.
Retry. If error persists,
ask for another
form of payment
Invalid
Accnt No
The 4 digits keyed
do not match the
account number
from the card’s
mag stripe.
Re-key the last 4 digits.
If error persists, ask
for another form of
payment as the card
may be fraudulent.
Invalid Srvr Id
Invalid Clrk Id
The clerk/server
number keyed has
not been logged in.
Login the clerk/
server through Clerk/
Server Setup.
Void Not
Allowed
The user tried to
void an already
voided transaction.
(No action.)
Code Present?
Send Duplicate?
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].
Appr Code:
Sel
App
Amt Due:
Enter to Confirm
Select Language
12
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.
Select the desired
[APPL 1] [F1] application by pressing the
[APPL 2] [F2] corresponding [F] key.
x.xx
Press [OK] to continue
with another transaction
for the amount due.
Press the [7] key to specify
whether the terminal
English [F1] will display prompts in
Français [F2] English or French.
13
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
Description
Action
Error Code
Description
Action
Appl Not
Supported
The application
on the chip card is
not supported.
Follow instructions
on the terminal
to complete the
transaction.
Last PIN Try
There is only one
PIN attempt entry
left on the card.
No action.
Card Blocked
The chip card has
been blocked.
Follow the instructions
to complete the
transaction. Refer
the cardholder to
the issuing bank.
PIN Blocked
The PIN has
been blocked on
the chip card.
Follow instructions
on the terminal
to complete the
transaction. Refer
the cardholder to
the issuing bank.
Chip Card
Failure
The chip card
has failed to
read properly
Attempt the
transaction again.
Obtain another
form of payment.
PIN Try Limit
Exceeded
The PIN limit has
been exceeded.
Follow instructions
to complete the
transaction. Refer
the cardholder to
the issuing bank.
Use Chip
Reader
A chip-enabled card Insert the card into the
has been swiped but smart card reader.
has not yet been
inserted into the
smart card reader.
Chip Card
The chip card
Failure, Use Mag has failed to
read properly.
Stripe
Perform transaction
by swiping the
magnetic stripe.
Card Removed The chip card has
Attempt the
been removed while transaction again.
a transaction is
being processed.
Invalid CAPK
File
14
The card has
requested a file that
does not match
the terminal.
No action is required.
If the error persists,
contact the Help Desk.
15
Merchant Support
1.800.265.5158
WKCA-020-EN VF4.0-HCS 08/13
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