Eagle Pos Procedure Guide For Epicor Bankcard Processing

Transcript

Eagle POS Procedure Guide For Epicor Bankcard Processing Table of Contents Introduction .................................................................................................................................... 3 1 Transactions using a Swiped Bankcard.................................................................................... 3 Basic Swiped Credit Card Sale & Return transaction .................................................................. 3 Sales & Returns Using PIN Debit Cards ....................................................................................... 4 Split Tender – Using Multiple Bankcards .................................................................................... 6 2 Manually keyed bankcards ...................................................................................................... 6 3 Using Stored Credit Cards ........................................................................................................ 7 4 Processing Offline Transactions............................................................................................... 8 5 Merchant Point of Sale Guidelines ........................................................................................ 10 Face-to-Face Transactions .................................................................................................... 10 Supply Scams......................................................................................................................... 11 Page 2 Introduction This guide is designed for Eagle Point of Sale users and highlights the features and procedures of integrated bankcards. More detailed setup and instructions for managers and technical support may be contained in other documents. 1 Transactions using a Swiped Bankcard Most retail POS bankcard transactions are face-to-face with the customer and the bankcard present. When the card is present it should always be swiped through the magstripe reader on the signature pad. Magnetically read card numbers are processed at a lower rate than those that are hand keyed. The set of instructions below describes the process to tender a credit card. Basic Swiped Credit Card Sale & Return transaction Credit Card Sale 1. Post all items to the transaction and Total the transaction. 2. If the customer is paying with more than one credit card, enter the amount being placed on the first card. 3. Ask the customer to swipe the credit card on the pad or mag-stripe reader; or, have the customer hand you the credit card and you can swipe. 4. Press button on the pad corresponding to Credit. 5. The pad may display a message asking if amount is OK. The amount is equal to the transaction total. Press Yes button on pad to proceed. 6. On the POS screen, the system displays the Total Due and a progress bar (as shown on right) briefly displays. After authorization has been received, the message Approved displays on the pad. 8. If the customer is using multiple credit Page 3 cards to pay for the transaction, repeat steps 2-7 for each additional credit card. 9. On the POS screen, follow the prompts to finish processing the transaction. Have the customer sign the store copy of the receipt that prints OR sign the signature pad. Note: The transaction has completed when the Signature Capture window displays. Pressing Cancel will not void the transaction. Credit Card Refund 1. Post all items to the transaction and Total the transaction. 2. Ask the customer to swipe the credit card on the pad; or, have the customer hand you the credit card and you can swipe. 3. Press button on the pad corresponding to Credit. 4. Pad may display a message asking if amount is OK. The amount is equal to the transaction total (refund). Press Yes button on pad to proceed. 5. On the POS screen, follow the prompts to finish processing the transaction. Have the customer sign the store copy of the receipt that prints or sign the signature pad. Sales & Returns Using PIN Debit Cards Debit cards require that the cardholder enter a PIN (Personal Identification Number) on an encrypted pad. Most debit cards may also be used as a credit card, without the PIN. It is often more cost effective to handle transactions below a specified threshold, or dollar amount, as a credit card rather than PIN debit transaction. In most cases it is more cost effective to post higher dollar amounts as PIN debit. The Eagle system offers a feature called Debit Steering that guides the customer toward a PIN Debit OR a Credit Card transaction based upon the dollar Page 4 amount of the sale. The steps below describe how to tender a PIN debit with and without the debit steering feature. Note: When a returning a Debit Card purchase it must be returned as a Credit Card return as described above. Debit Card Sale (without Debit Steering) 1. Post all items to be purchased and Total the transaction. Debit Card Sale with Debit Steering 1. Post all items to be purchased and Total the transaction. 2. Ask the customer to swipe the credit card on the pad. 2. Ask the customer to swipe the credit card on the pad. 3. Press button on the pad corresponding to Debit. 3. If the sale is above the dollar amount specified as the debit threshold, the customer will immediately be prompted to enter their PIN. 4. Customer will be prompted to enter their PIN (Personal Identification Number). Note: If they do not know their PIN or wish to use the card as a credit card, press Cancel and select Credit. 5. The pad may display a message asking if amount is OK. The amount is equal to the transaction total. Press Yes button on pad to proceed. Note: Merchants may offer a cash back feature for PIN debit users. In this case the pad will display cash back prompts. 6. On the POS screen, the system displays the total due and a progress bar. After authorization has been received, the message Approved displays on the pad. 7. The receipt will print, but there will be no prompt for a signature on the pad as no signature is required for PIN debit transactions. Note: If the amount is less than the threshold the sale will automatically be posted as a credit card sale. If the customer does not know their PIN, or wishes to use the debit card as a credit card, press the Cancel button on the pad and select Credit. 4. The pad may display a message asking if amount is OK. The amount is equal to the transaction total. Press Yes button on pad to proceed. Note: Merchants may offer a cash back feature for PIN debit users. In this case the pad will display cash back prompts. 5. On the POS screen, the system displays the total due and a progress bar. After authorization has been received, the message Approved displays on the pad. 6. The receipt will print, but there will be no prompt for a signature on the pad as no signature is required for PIN debit transactions. Page 5 Split Tender – Using Multiple Bankcards In the Point of Sale Totals screen, you can accept multiple credit cards, Gift Cards, or debit cards as payment for a single transaction. Note: tendering multiple credit cards or gift cards is not available in Offline POS. 1. In POS, ring up the items, and press TOTAL. 2. To tender multiple credit cards or gift cards, or a combination of both, enter the amount you wish to authorize on the first card in the Bankcard field, press Enter or Tab, and swipe the card through the card reader to initiate the authorization process. 3. Once that card has been processed, the system re-displays the Total Due screen, where you may process the next card. Continue until all cards have been processed. 4. If you are receiving an alternate tender (coupon, store credit, etc), click Alt Tend (F2), and select an Alternate Tender from the list. Enter the dollar amount of the alternate tender and press Enter. If the customer is paying with additional types of alternate tender, repeat this process until all alternate tenders have been entered. Enter any additional tender amounts (cash, check, bank card, or in-house charge) on the standard Totals screen. 2 Manually keyed bankcards A credit card number may be manually keyed when the card is not present or cannot be read using a magstripe reader. Cards should be swiped or magnetically read whenever possible since manually keyed transactions incur a higher processing fee than swiped cards. Manually keyed bankcard sale 1. Post all items to the transaction and Total the transaction. 2. Tab to the Bankcard field. Press Enter to post the Total Due amount, or type the amount to be charged to the card. 3. In the Number field enter the bankcard account number and press Enter. Page 6 4. In the Pay by Bankcard window enter the 2 digit Expiration Month, the 2 digit Expiration Year, and the customer’s billing Zip Code. The Card Value Code should be entered when available, even though this field is optional. Card Present and Customer Present fields will default to Y. It is not necessary to change these fields at this time. 5. Click OK to continue, or Cancel to return to the Total Due screen. The PB Inquiry key should not be used for Epicor Payment Exchange processing. Note: The Authorization Code should be left blank. Entries in this field will override the credit authorization process and may result in a chargeback for your business! 6. On the POS screen, the system briefly displays a progress bar on the Total Due screen. After authorization has been received, the message Approved displays on the pad. 7. Follow the prompts on the POS screen to finish processing the transaction. Ask the customer to sign the signature pad or the store copy receipt (if customer is present). 3 Using Stored Credit Cards Use the following procedure for cards numbers that are stored with a customer record in MCR. You can access stored credit card numbers for the following transaction types: invoices, credits, deposits on orders/special orders, or ROAs. This procedure assumes option 3565 “Keep customer credit cards on system” has been set to C (credit cards only), B (credit cards and private label cards), or A (private label cards only). You must have security bit 688 to access a stored credit card at point of sale. Page 7 Using Stored Credit Cards at POS 1. Select customer and post all items to the transaction and Total the transaction. 2. If the customer has stored cards the Select credit Card window displays. Choose Yes to display a list of the stored cards. 3. When the credit card numbers display, select the appropriate credit card number, and press Enter. The credit card number pastes into the POS credit card field, and the Eagle initiates the transaction authorization. 4. Follow the prompts on the POS screen to finish processing the transaction. Ask the customer to sign the signature pad or the store copy receipt. 4 Processing Offline Transactions The Eagle allows you to enter credit card transactions while in offline POS. Authorizations for each sale transaction must be obtained by using alternate equipment (Veriphone, Omnipac, Hypercom, etc.), or by calling the processor for voice authorization. When you return to "online" POS and upload offline transactions, the offline credit card transactions will be automatically added to the day's processing and will settle along with bankcards posted in live POS. Offline POS does not support debit cards, gift cards, or Private Label cards as a form of tender, because these transaction types must be approved by the processor in order to be processed. Note: Credit card transactions you process during offline POS are considered “forced” (nonapproved by the processor) transactions, even if you physically swipe the card, and will most likely result in a higher service fee. Page 8 Posting Bankcards in Offline POS 1. Post all items to the transaction and Total the transaction. 2. Ask the customer to swipe the credit card on the pad or mag-stripe reader; or, have the customer hand you the credit card and you can swipe. 3. In the Authorization Code field type the authorization code obtained from voice authorization or from alternate equipment. If the transaction is a credit, you can leave this field blank. Click OK or press Enter. When you return to online POS, upload offline transactions as you normally would. The credit card transactions you entered during offline POS are automatically added to the day's processing and will settle along with the rest of the batch when you perform your daily settlement. If you used alternate equipment to obtain authorization, at the end of the day you must clear the alternate equipment of the day's transactions. Do not settle your Verifone, Omnipac, or Hypercom, or duplicate charges will result. Also, if the secondary device is set to autosettle, duplicate charges will result! Important Note: Obtain a valid authorization code for every credit card sale that you process during offline POS, and enter that code in the Authorization Code field. If you chose to force a transaction by entering your own code, the charge will be rejected by the processor and you will not be paid for that transaction. In some cases the entire settlement may not process and will require Eagle Advice Line assistance. Page 9 5 Merchant Point of Sale Guidelines Face-to-Face Transactions — Check All Card Security Features Check the Card for a Hologram A hologram is a three-dimensional symbol in either gold or silver foil that is designed to help deter counterfeiting. The image should reflect light and appear to move when you tilt the card. The Visa hologram is a dove. The MasterCard hologram is two interlocking globes. Discover Cards display either a three- dimensional hologram on the front or back of the Card OR a threedimensional holographic magnetic stripe on the back of the Card, reflects light, and appears to move as you rotate. Check the Expiration Date The card is valid through the last date of the month. Do not accept an expired card. Check the Valid Date Some cards will have this feature, in which the card is not valid until the date shown. Do not accept an invalid card. Check the Four Digits For Visa and MasterCard cards, the first four digits of the embossed card number must match the four digits pre- printed above or below that number. The last four digits of the Card Number may be displayed on the back of the Card and are commonly printed in reverse indent printing on the signature panel. Check the Draft for a Clear Impression When using a manual imprinter This will ensure that you have captured the embossed card account number. Complete the draft with the date, description of merchandise/service, sales tax, total dollar amount, authorization number and signature. Obtain a Manual Imprint of the Customer’s Card When using an electronic printer and the card cannot be magnetic-strip read Obtaining a manual imprint of the card will ensure that you have captured the embossed card number. Use the manual sales draft to complete the transaction. Obtain the Customer’s Signature Match the signature on the draft to the signature on the back of the card. If the customer’s card is unsigned, request another form of identification with a photo and signature. Request that the customer sign his or her card and then compare the signatures. If the customer refuses to sign, inform him that you are unable to accept an unsigned card for payment and request another form of payment. Page 10 Storage of Drafts You may keep microfilm or other copies of Sales Data for up to three (3) years from the date of the Card Transaction. Merchants must store all paper copies of sales drafts for 18 months — whether you process manual drafts or electronic receipts. This ensures that you can produce copies of requested drafts and avoid being charged back for non- receipt of requested item. Store your drafts in their original batches, in date order, for easy location. Mail and telephone order merchants may benefit from facsimile drafts, from which we can produce a facsimile of sales receipt for mail and telephone orders using information originally provided in settlement. Contact your customer service representative for more information on this service Be Alert for Suspicious Behavior • The Customer appears nervous or overly talkative • Customer buys clothing without trying it on for size • Customer questions the sales clerk about the floor limit and then makes several separate purchases that approach but do not exceed the limit • Card is produced from a pocket, not a wallet • Customer presents a temporary driver’s license • Customer signs receipt in a deliberate or unnatural manner • Customer wishes to have a return credited to a different card than shown on the original purchase Supply Scams Point of Sale is the First Line of Defense! Recently, newly signed merchants received phone calls from businesses representing themselves as the merchant’s current credit card processor. The merchants assume that the caller is indeed a representative of their processing bank and consequently do not bother to validate the authenticity of the caller. The callers state that they are aware that the merchants have new credit card machines and that they need to perform customer upgrades to their machines. In addition, the callers mention that they have printer ribbons or other supplies they can sell to them at a discounted rate. In most instances, the point-of-sale staff assumes the callers are legitimate and agrees to the purchase. The merchants then receive the ribbons and are billed exorbitant prices for basic supplies. This represents one example of many scams regarding supply companies who are charging exorbitant costs for basic supplies. These supply companies are obtaining merchant information illegally and are taking advantage of current and new merchant customers as well. We have taken precautions to ensure that your business information is not compromised. Steps to Take • Require all callers to clearly identify themselves Page 11 • • • • • • Do not give out credit card numbers over the phone Ask if you can phone the caller back if you are suspicious Question suspicious behaviors such as nervous and shaky voice patterns Never allow unauthorized personnel to perform service on your point of sale terminals or card readers Report suspected fraud to customer service representative only Order supplies only from your current bank processor or reputable source Contact a customer service representative at 1-800-853-1499 if you have questions or need supplies. Page 12