Hypercom Mobile Gprs

Transcript

Hypercom Mobile GPRS Merchant Operating Guide PHONE NUMBERS THE FOLLOWING HELP DESKS AND AUTHORISATION CENTRES ARE AVAILABLE TO YOU 24 HOURS A DAY, 7 DAYS A WEEK. St.George Electronic Banking Service Centre. Service and Sales Support Help Desk (including stationery orders). 1300 650 977 Touch Help Desk. For General Touch Enquiries. 1300 305 066 Authorisations - For Fall Back Purposes Only. Cardlink Authorisation Centre (credit cards only). 1300 301 831 EFTPOS Help Desk (debit cards only). 1300 650 977 American Express Authorisations. 1300 363 614 Diners Club Authorisations. 1800 331 112 JCB Authorisations. 1300 363 614 MERCHANT DETAILS Please complete the details below for your merchant facility. Trading name: Merchant number: Terminal number(s): Hypercom Mobile GPRS Merchant Operating Guide - Version 1.0 - June 2011 Contents. 1.0 Introduction..................................2 5.7 1.1 Merchant Responsibility for Equipment and Materials Provided........................ 2 How to Process a Mail/Telephone Order/ e-Commerce Transaction.............41 5.8 How to Process a Pre-Authorisation....................... 44 5.9 How to Process a Completion..... 47 6.0 Reporting Functions...................52 6.1 How to Print a Sub Total Report.......................... 52 1.2 Cancellation of Facility.................. 3 1.3 Damaged, Lost or Stolen Equipment..................................... 3 1.4 Merchant Receipts........................ 3 1.5 EFTPOS Stationery........................ 3 2.0 Getting Started............................ 4 2.1 Hypercom Mobile GPRS EFTPOS Terminal........................................ 4 6.2 Terminal Settlement.................... 54 6.3 How to Reprint Previous Settlements................................. 56 6.4 How to Reprint Last Transaction.......................... 58 6.5 How to Reprint Specific Transaction.................................60 6.6 How to View Transactions............61 6.7 How to Print Transaction Log...... 63 2.2 Keypad Layout.............................. 4 2.3 Terminal Display............................ 5 2.4 Power Supply................................ 5 2.5 Communications........................... 6 2.6 Printer and Paper Load Function........................................ 6 2.7 Passwords.................................... 8 3.0 Terminal Users............................10 4.0 Procedures.................................14 4.1 Inserting a Chip Card...................14 4.2 Swiping a Magnetic Stripe Card...15 7.2 Merchant Surcharge................... 69 4.3 Damaged Cards...........................15 7.3 Pre-Set Amounts......................... 72 4.4 Operating Training Mode.............16 7.4 Merchant Logo............................ 76 4.5 Locking/Unlocking Terminal Keypad.........................................21 5.0 Transaction Procedures..............22 5.1 How to Process a Sale................. 22 5.2 How to Process a Cash Only Transaction................ 25 6.8 How to Print Tip Report............... 65 6.9 Shift Totals.................................. 67 7.0 Additional Terminal Features/Options...................... 69 7.1 Multi Merchant Facility............... 69 8.0 Fall Back Sales Procedures.........77 8.1 Electronic Fall Back..................... 77 8.2 Manual Fall Back......................... 79 9.0 Minimising Fraud....................... 80 9.1 CCV Security Codes....................80 5.3 How to Process a Refund............ 27 10.0 Trouble Shooting........................82 5.4 How to Void a Transaction.......... 30 10.1 Hardware Faults.......................... 82 5.5 How to Process a Sale with Tip... 33 10.2 Response Codes......................... 83 5.6 How to Process a Tip Addition.... 36 11.0 Glossary of Common Terms...... 89 Hypercom Mobile GPRS Merchant Operating Guide 1 1.0 Introduction. The Hypercom Mobile GPRS EFTPOS terminal enables online transactions to be processed for Debit Cards (Savings and Cheque accounts), Credit Cards (Visa® and MasterCard®) and Charge Cards (American Express®, Diners Club and JCB). To accept Charge Card transactions please contact the Charge Card provider. The features of the Hypercom Mobile GPRS EFTPOS terminal include: •• Process Refunds •• Process Voids (where available) •• Process Mail/Telephone Order Transactions (approved merchants only) •• Process Cash Out Transactions for Debit Cards •• Process Pre-Authorisation and Completion Transactions (approved merchants only) •• Process Tips •• Shift Management and Reporting •• Tip Management and Reporting This EFTPOS Merchant Operating Guide forms part of your Agreement with the Bank. 1.1 Merchant Responsibility for Equipment and Materials Provided. Imprinters, terminals, any other hardware or equipment and any unused stationery and promotional materials supplied by the Bank, remain the property of the Bank. •• You must not sell, assign or in any way encumber them. •• You shall not part with possession of them to a third party or give access to a third party. •• You must ensure that the terminals are covered by your business or contents insurance. Terminals must not be relocated without prior authorisation. Terminals must be located where customers can use the pinpad without the risk of other people seeing them key in their PIN. • American Express® is a registered trademark of American Express Company. • MasterCard® and the MasterCard Brand Mark are registered trademarks of MasterCard International Incorporated. • Visa® is a registered trademark of Visa Worldwide PTe Limited. 2 Hypercom Mobile GPRS Merchant Operating Guide – INTRODUCTION 1.2 Cancellation of Facility. If your merchant facility is cancelled for any reason, this equipment and materials must be returned to us. To make arrangements for return call the EFTPOS Helpdesk on 1300 650 977. You must ensure that all equipment and materials are available to be returned within five business days of our request. Fees and charges will continue to be incurred until the equipment is returned to the bank as instructed. 1.3 Damaged, Lost or Stolen Equipment. You are responsible for your equipment. If equipment is damaged, lost or stolen, you will be charged for their replacement. 1.4 Merchant Receipts. You must retain all merchant receipts printed in a secure manner for reconciliation and in case of terminal failure. You must provide the customer with a receipt unless he or she requests otherwise. 1.5 EFTPOS Stationery. All items of stationery relating to your EFTPOS terminal and fall back procedures can be ordered by phone or online on the internet. Please place your orders before running your stocks too low. Orders will be delivered to you within five business days. There are no additional fees for stationery supplies. Ordering Stationery Online Log on to http://www.stgeorge.com.au/business/payment-solutions/ to order stationery online. Select ‘Order Merchant Stationery’ from the menu on the right of the page, which will direct you to the stationery order page on the St.George website and enter the following details: * Merchant Number (MID) * Trading Address Postcode then: * Select your stationery items and quantities and follow the prompts. Ordering Stationery By Phone Call the EFTPOS Helpdesk on 1300 650 977 (available 24/7). Follow the prompts and use your phone keypad to enter the following details: * Select your stationery items and quantities then: * Merchant Number (MID) * Trading Address Postcode Hypercom Mobile GPRS Merchant Operating Guide – INTRODUCTION 3 2.0 Getting Started. 2.1 Hypercom Mobile GPRS EFTPOS Terminal. The Hypercom Mobile GPRS EFTPOS terminal is a complete unit. The terminal operates as a pinpad for the customer and has an internal thermal printer for fast, quiet printing. 2.2 Keypad Layout. Soft Keys Reports Key Menu Key Paper Feed Key Cancel Key Soft Keys: 4 Function Key 1 2 3 4 5 6 7 8 9 * 0 # Magnetic Stripe Reader Enter Key Clear Key Chip Card Reader The SOFT keys are used to select options displayed on the terminal screen and to move up and down through the menu options displayed on the screen. Reports Key: The REPORTS key accesses the report menu. Menu Key: The MENU key accesses the terminal menu for various functions. Function Key: The FUNCTION key is used to access the terminal functions. This key is also used to power the terminal ON and OFF. Magnetic Stripe Reader: The reader where a cards magnetic stripe is swiped. Paper Feed: The FEED key performs a 10mm paper feed. Cancel Key: The CANCEL key is used to cancel the current function and return the terminal to the idle state. Enter Key: The ENTER key is used to confirm data entered or displayed and to select menu options. Clear Key: The CLEAR key is used to cycle backwards through the transaction steps if an error is made. Chip Card Reader: The reader where a card is inserted to read the chip. Hypercom Mobile GPRS Merchant Operating Guide – GETTING STARTED 2.3 Terminal Display. Signal Strength – Number of bars indicates strength of the GPRS signal. When no signal is detected just the Y will appear. Three bars indicate good signal strength. Battery - Internal battery power level displayed when terminal is not connected to mains power. Battery Charging - This symbol will display alternately with the battery strength indicator when the terminal is plugged into mains power and charging. 2.4 Power Supply. The terminal can operate on mains power as well as on battery power. The terminal operates on a fast charge set up. It takes approximately three hours to fully charge the battery. When fully charged, the terminal will give up to ten hours of usage or can process approximately 200 transactions before needing a recharge. The terminal is recharged by plugging the terminal into mains power using the charger supplied, or the optional docking cradle. XX X X X X X X X X X X X X X XXX X X X X X X X X X X X X X X X X X X X X X X X X X X XX X X X X X X X X X X X X X X X X X X X X X X X XXX X X X X X X X X X X X X X X X X X X X POWER Power SERIAL XXXXXX XXXXXXX XXXXXXXXXXXXXXXXXX XXXXXXXXXXXXX Normal Charger Docking Cradle (optional) Powering the Terminal On and Off When the terminal is not connected to the mains power and is left idle for 10 minutes, the terminal will go into ‘sleep mode’ to preserve battery. The terminal display will go blank, however the terminal will still be connected to the network. To start using the terminal again, press any key. After 60 minutes of inactivity the terminal will automatically shut itself down. If you wish to alter these timeouts, please contact the Helpdesk. To turn the terminal back on, press the FUNCTION key for approximately five seconds until you hear a beep. To switch the terminal off manually, press the FUNCTION key from the idle screen for approximately five seconds until the display goes blank. Hypercom Mobile GPRS Merchant Operating Guide – GETTING STARTED 5 2.5 Communications. 2.5.1 Terminal Communications. The terminal utilises the Telstra GPRS network. An authorised SIM card is required to process transactions on the terminal via the GPRS network. The Bank will provide data only SIM cards with the terminal. The SIM card should already be installed when you receive your terminal. Do not attempt to remove the SIM card from the terminal unless instructed by the Helpdesk. 2.5.2 GPRS Coverage. The GPRS network provides coverage to 96% of Australia’s population. To verify if your terminal has sufficient coverage check the bars on the bottom left of the display screen. Three ascending bars indicate good signal strength. 1 2 3 4 5 6 7 8 9 * 0 # 2.6 Printer and Paper Load Function. The Hypercom Mobile GPRS terminal has an in-built thermal printer. To load paper: (a) Open the paper compartment cover by pressing the sides of the paper compartment cover and lifting upwards. Printer Cover 6 1 2 3 4 5 6 7 8 9 * 0 # Hypercom Mobile GPRS Merchant Operating Guide – GETTING STARTED (b) Drop the paper roll into the compartment with the end of the roll protruding from underneath the roll. Drop Paper Roll 1 2 3 4 5 6 7 8 9 * 2 0 3 # 4 5 6 7 8 9 * 0 # 1 Pull Receipt Paper (c) Pull the paper out slightly and close the cover. (d) Test the operation of the printer by pressing the PAPER FEED (✽) button. Hypercom Mobile GPRS Merchant Operating Guide – GETTING STARTED 7 2.7 Passwords. The following information describes the passwords and codes used in this guide. Ensure that your passwords are changed regularly to prevent unauthorised use. 2.7.1 Refund/Void Password. This password is a security measure to ensure only those personnel who are authorised by you (as the authorised signatory) can process refunds or voids (where available) through your terminal. You are responsible for protecting this password against unauthorised use. Do not key in your password in a manner that enables customers or unauthorised staff to observe the number. If you do not know the password, you will need to contact the Helpdesk. If you know your password and want to change it, you can do so via the following function at any time. TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press FUNCTION. MERCHANT FUNCTION ENTER FUNCTION Key in 90 and press ENTER. CLEAR Enter Refund/Void Pswd MERCHANT NAME Key in your current password and press ENTER. CLEAR New Refund Pswd MERCHANT NAME 8 Key in a new four digit password and press ENTER. CLEAR Hypercom Mobile GPRS Merchant Operating Guide – GETTING STARTED Re-Enter Refund Pswd MERCHANT NAME Re-enter the new four digit password and press ENTER. You will be returned to the idle screen. CLEAR 2.7.2 Merchant Password. This password is used to identify specific merchants, when the terminal has multi merchant facility activated (where available). The password is used to process transactions and print reports. If you do not know the password, you will need to contact the Helpdesk. Hypercom Mobile GPRS Merchant Operating Guide – GETTING STARTED 9 3.0 Terminal Users. Your terminal is capable of being enabled for up to 50 users. This allows you to keep a record of users who have operated the terminal. You can assign a ‘title’ to the users. The ‘title’ will apply to all users that you enter. You can select from the default ‘titles’ or customise the ‘title’ by contacting the Helpdesk. The user ID will print on the receipts and some reports will give you a break down of transactions done by each user. These reports include Transaction Listing, Shift Total and Tip Report. Setting Up and Enabling Users: TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press FUNCTION. MERCHANT FUNCTION Key in 44 and press ENTER. ENTER FUNCTION CLEAR User IDs Press the soft key next to YES Enable User Prompts? NO YES Note: The terminal will display Disable User Prompts? if the function is already enabled. Select DISPLAY ID 1. WAITER 2. USER 3. DRIVER 4. OPERATOR 1. 2. 3. 4. Press the number which corresponds to the ’title’ you want to use for your users and press ENTER. You can scroll through the options by pressing the soft key next to the arrows. Select USER ID 5. Press the number which corresponds to the user you wish to edit and press ENTER. You can scroll through the options by pressing the soft key next to the arrows. 6. 10 Hypercom Mobile GPRS Merchant Operating Guide – TERMINAL USERS TERMINAL DISPLAY PROCEDURE Key in the identifier which you want to assign to the user and press ENTER. USER ID Enter USER ID SEL 1 2 3 4 5 6 7 8 9 0 CLEAR Note: The identifier can be a name or number or combination of both. Up to 10 characters can be used (inc. spaces). Press the soft key beside ‘sel’ or press the # key on the keypad to switch between numbers, letters or symbols. Keep pressing the keys for more options. Repeat this process for all required users. The terminal will now prompt for the operator to select a user, after the amount has been entered, on each transaction. TERMINAL DISPLAY PROCEDURE Select USER ID 1. User One 2. User Two 3. User Three 4. User Four Press the number which corresponds to the USER ID you wish to process the transaction under and press ENTER. You can scroll through the options by pressing the soft key next to the arrows. 5. User Five 6. User Six Updating and Removing Users: TERMINAL DISPLAY DATE PROCEDURE TIME ENTER AMOUNT Press FUNCTION. MERCHANT FUNCTION Key in 44 and press ENTER. ENTER FUNCTION CLEAR Hypercom Mobile GPRS Merchant Operating Guide – TERMINAL USERS 11 User IDs Press the soft key next to NO Enable User Prompts? NO YES Note: The terminal will display Enable User Prompts? if the function is already disabled. Select DISPLAY ID 1. WAITER 2. USER 3. DRIVER 4. OPERATOR 1. 2. 3. 4. Press the number which corresponds to the ’title’ you used when setting up your users and press ENTER or select a new ’title’ and press ENTER. You can scroll through the options by pressing the soft key next to the arrows. Select USER ID Press the number which corresponds to the user you wish to edit and press ENTER. You can scroll through the options by pressing the soft key next to the arrows. 5. 6. Update the identifier which you want to assign to the user and press ENTER. USER ID Enter USER ID SEL 1 2 3 4 5 6 7 8 9 0 CLEAR Note: The identifier can be a name or number or combination of both. Up to 10 characters can be used (inc. spaces). Press the soft key next to ‘sel’ or press the # key on the keypad to switch between numbers, letters or symbols. Keep pressing the keys for more options. Repeat this process for all required users. Alternately a user can be removed by pressing the soft key next to CLEAR and press ENTER. 12 Hypercom Mobile GPRS Merchant Operating Guide – TERMINAL USERS To ensure that your current users are stored with the Bank, you should complete the following upload, when you add or remove any users from your terminal. This will ensure that your users will be automatically updated to any replacement terminals you may receive. You will not need to re-enter the users on a replacement terminal if this is completed. TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press FUNCTION. MERCHANT FUNCTION ENTER FUNCTION Key in 24 and press ENTER. CLEAR TMS Upload TMS Upload? NO YES COMMS Connecting RESPONSE APPROVED Press the soft key next to YES, or press ENTER to continue with the upload. The terminal is connecting to the bank and uploading the user information. The terminal will print a receipt and then return to the idle screen. Hypercom Mobile GPRS Merchant Operating Guide – TERMINAL USERS 13 4.0 Procedures. 4.1 Inserting a Chip Card. When your terminal is enabled for chip card acceptance, chip cards are inserted into the terminal and left there for the duration of the transaction. The chip card reader is located at the bottom of the terminal below the keypad. XX XX /X X XX XX XX XX X XX X XX XX XX X X XX X XX Chip Card Reader Chip Card 1. Check the terminal is displaying the message INSERT/SWIPE CARD. 2. Hold the card face-up with the chip towards the terminal. 3. Insert the card as far as it will go into the reader and continue processing the transaction. 4. Leave the card in the terminal until prompted to remove it. 5. If a chip card is swiped in error, the terminal will display the message CHIP CARD PLEASE INSERT CARD. 6. If a chip card is faulty or cannot be read, the terminal will display the message CARD READ ERROR PLEASE REMOVE CARD. Retry inserting the card. If the chip card still cannot be read, the terminal may display the message SWIPE CUSTOMER CARD. If this occurs, swipe the card. 14 Hypercom Mobile GPRS Merchant Operating Guide – Procedures 4.2 Swiping a Magnetic Stripe Card. The magnetic stripe reader is located on the right hand side of the terminal. Magnetic Stripe Card Bi-directional Card Reader 1. Check the terminal is displaying the message INSERT/SWIPE CARD. 2. Hold the card upside-down with the magnetic stripe facing inwards. 3. Swipe the card smoothly through the card reader, in either direction. Ensure the whole magnetic stripe is swiped through the reader. 4. If there is no response from the terminal, or CARD ERROR message is displayed, swipe the card again. You might need to swipe faster or slower. 5. If you swipe a chip card the terminal will beep and prompt you to insert the card. 4.3 Damaged Cards. If a credit card will not read, when inserted in the chip card reader or when swiped, while performing a credit account transaction, the manual key process should not be used. Warning: Where the manual key process has been used to perform a credit card transaction (contrary to the MOTO or ECOM instructions outlined in section 5.7, How to Process a MOTO/ECOM Transaction), and that transaction is subsequently disputed by the cardholder, the merchant will be liable for the amount of the transaction. A manual fall back voucher can be used to fulfil the sale as per the instructions outlined in section 8.2, Manual Fall Back. The option of completing a manual voucher ONLY applies to credit account transactions where the credit card will not read. In the following situations, the cardholder must be referred to their card issuer and an alternative form of payment requested. - Credit account transaction DECLINED - Savings/Cheque account transaction DECLINED Hypercom Mobile GPRS Merchant Operating Guide – Procedures 15 - Credit/Debit card will NOT READ when performing a Savings/Cheque account transaction. Note: The non compliance to the above procedure will be considered a serious breach of the merchant agreement and may result in termination of your merchant facility. 4.4 Operating Training Mode. Training mode helps you train new staff members in the operation of the terminal. Training mode can be initiated at any time during the day without affecting live value totals. During training mode the terminal will not connect to the host but will perform all transactions offline. Transactions performed in training mode will not affect your settlement total. Note: •• Training mode cannot be used for chip cards. If attempted you will receive the error message ‘CHIP CARDS NOT SUPPORTED IN TRAINING MODE’. •• If training mode has been inactive for five minutes, it will revert back to live mode. •• In training mode, whole dollar amounts will generate an approved transaction. Other amounts will result in a ‘response code’ corresponding to the number of cents. For example, an amount of $2.01 or $0.01 will result in a response code of 01 Declined, Contact Bank. 16 Hypercom Mobile GPRS Merchant Operating Guide – Procedures To start training mode: TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press Menu. Or: Press Function. The next step depends on whether you pressed the MENU key or the FUNCTION key. MENU Key MAIN MENU 1. LOGON 2. BATCH 3. TERMINAL 4. REPRINT 1. VIEW 2. TRAINING 3. PASSWORDS 4. COMMS Press 3 and ENTER, to select TERMINAL. TERMINAL Press 2 and ENTER, to select TRAINING. 5. LOCK ***TRAINING MODE*** ENTER TRAINING MODE NO YES Press the soft key next to YES or press ENTER to start TRAINING MODE. FUNCTION Key MERCHANT FUNCTION ENTER FUNCTION Key in 33 and press ENTER. CLEAR ***TRAINING MODE*** ENTER TRAINING MODE NO YES Press the soft key next to YES or press ENTER to start TRAINING MODE. Hypercom Mobile GPRS Merchant Operating Guide – Procedures 17 TERMINAL DISPLAY DATE PROCEDURE TIME *TRAINING MODE* ENTER AMOUNT When the terminal is in training mode the idle screen will display TRAINING MODE. Process transactions as per procedures in section 5.0. Receipts will display VOID/ TRAINING MODE on them. After five minutes of inactivity the terminal will exit training mode and return to the idle prompt. To exit training mode: TERMINAL DISPLAY DATE PROCEDURE TIME ENTER AMOUNT Press MENU. Or: Press FUNCTION. The next step depends on whether you pressed the MENU key or the FUNCTION key. MENU Key MAIN MENU 1. LOGON 2. BATCH 3. TERMINAL 4. REPRINT 1. VIEW Press 3 and ENTER, to select TERMINAL. TERMINAL 2. TRAINING 3. PASSWORDS 4. COMMS Press 2 and ENTER, to select TRAINING. 5. LOCK ***TRAINING MODE*** LEAVE TRAINING MODE NO 18 YES Press the soft key next to YES or press ENTER to end TRAINING MODE. Hypercom Mobile GPRS Merchant Operating Guide – Procedures TERMINAL DISPLAY PROCEDURE FUNCTION Key MERCHANT FUNCTION ENTER FUNCTION Key in 33 and press ENTER. CLEAR ***TRAINING MODE*** LEAVE TRAINING MODE NO YES DATE TIME ENTER AMOUNT Press the soft key next to YES or press ENTER to end TRAINING MODE. The idle screen will no longer display TRAINING MODE. At the end of training mode all transactions are reset and previous values are restored to batch and ROC (Record of Charge) number. Hypercom Mobile GPRS Merchant Operating Guide – Procedures 19 Receipt in Training Mode 20 Hypercom Mobile GPRS Merchant Operating Guide – Procedures 4.5 Locking/Unlocking Terminal Keypad. This function locks the terminal keypad and prevents any unauthorised transactions taking place. The terminal remains locked even if powered off and on. You can use any four digit password to lock the terminal. This same password will then be used to unlock the terminal. Alternatively, your merchant password (where available) or refund password can be used to unlock the terminal also. TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press FUNCTION. MERCHANT FUNCTION ENTER FUNCTION Key in 22 and press ENTER. CLEAR Terminal Lock? Enter Password Key in a four digit password and press ENTER. CLEAR Terminal Locked TID: xxxxxxxx The terminal is now locked. To unlock, key in the password used to lock the terminal and press ENTER. Enter Password CLEAR Hypercom Mobile GPRS Merchant Operating Guide – Procedures 21 5.0 Transaction Procedures. 5.1 How to Process a Sale. TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Key in the purchase amount. SALE ENTER SALE AMOUNT $0.00 This screen is displayed as the amount is being entered. Press ENTER, once the amount is entered. CLEAR SALE ENTER CASH AMOUNT $0.00 CLEAR If ‘Purchase with Cash’ transactions are enabled on the terminal, you can enter a cash-out amount. The cashout amount may be left at $0.00. Press ENTER. Note: Cash-out is only available on cheque and savings accounts. If presented with a chip card, insert the customer’s card into the chip card reader. Refer to Inserting a Chip Card in section 4.1. SALE INSERT/SWIPE CARD OR: If presented with a magnetic stripe card, swipe the customer’s card through the card reader. Refer to Swiping a Magnetic Stripe Card in section 4.2. SELECT ACCOUNT CHEQUE SAVINGS Press the soft key beside the account type needed. CREDIT CONFIRM AMOUNT SALE $25.00 Cash $5.00 TOTAL -------AUD $30.00 If prompted, confirm the total amount, by pressing the soft key next to YES or press ENTER. Otherwise press the soft key next to NO or press CANCEL. NO YES 22 Hypercom Mobile GPRS Merchant Operating Guide – Transaction Procedures TERMINAL DISPLAY TOTAL PROCEDURE $30.00 Where prompted, have the cardholder key in their PIN and press ENTER, or just press ENTER.1 KEY PIN &/OR ENTER COMMS The terminal is connecting to the bank and processing the sale.2 PROCESSING, PLS WAIT If the card was inserted, remove the card from the reader. SIGNATURE PLEASE REMOVE CARD SIGNATURE CORRECT? NO YES RECEIPT DO YOU REQUIRE A CUSTOMER COPY? NO YES CHIP CARD PLEASE REMOVE CARD If signature is required: Have the customer sign the receipt. If the signature matches the signature on the card, press the soft key next to YES, or press ENTER. (NO or CANCEL will cancel the transaction). Press the soft key next to YES or press ENTER to print customer receipt. Otherwise press the soft key next to NO or press CANCEL. This message will be displayed if a chip card was inserted and has not been removed yet. Remove the card. Note: The terminal will continue to beep until the card has been removed. Note: 1. The entering of PIN on credit is optional. Allow the cardholder to enter their PIN at the terminal prompt. If the cardholder bypasses PIN entry a signature will need to be obtained to authorise the transaction. A PIN on debit is mandatory. 2. If the terminal reads ‘OVER EFB LIMIT’, please refer to section 8.1 (where available). Hypercom Mobile GPRS Merchant Operating Guide – Transaction Procedures 23 Before completing the sale, check that the transaction was approved. Hand the customer their copy of the transaction record and their card. If the transaction is declined, the terminal will beep for two seconds and display an error message giving the reason. An explanation of the error code is available in section 10.2, Response Codes. Approved Receipt (approved with PIN, no signature required) Approved Credit Card Receipt (signature required) Remember to always check the receipt to verify if a transaction has been approved. 24 Hypercom Mobile GPRS Merchant Operating Guide – Transaction Procedures 5.2 How to Process a Cash Only Transaction. If ‘Cash’ is enabled on the terminal, customers can be given cash out. Cash is available from cheque and savings accounts only. TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press ENTER. TRANSACTIONS 1. TIP ADDITION 2. CASH 3. REFUND 4. VOID Press 2 and then ENTER to select CASH. 5. PRE-AUTH 6. COMPLETION CASH ENTER CASH AMOUNT $0.00 Key in the cash amount and press ENTER. CLEAR Insert the customer’s chip card into the chip card reader. CASH INSERT/SWIPE CARD Or: Swipe the customer’s card through the card reader. SELECT ACCOUNT Press the soft key beside the account type needed. CHEQUE SAVINGS TOTAL $20.00 KEY PIN & ENTER COMMS PROCESSING, PLS WAIT Note: Cash-out is only available on cheque and savings accounts. When prompted, have the cardholder key in their PIN and press ENTER. The terminal is connecting to the bank and processing the transaction. Hypercom Mobile GPRS Merchant Operating Guide – Transaction Procedures 25 TERMINAL DISPLAY PROCEDURE RECEIPT DO YOU REQUIRE A CUSTOMER COPY? NO YES CHIP CARD PLEASE REMOVE CARD Press the soft key next to YES or press ENTER to print customer receipt. Otherwise press the soft key next to NO or press CANCEL. This message will be displayed if a chip card was inserted and has not been removed yet. Remove the card. Note: The terminal will continue to beep until the card has been removed. Before completing the sale, check that the transaction was approved. Hand the customer their copy of the transaction record and their card. If the transaction is declined, the terminal will beep for two seconds and display an error message giving the reason. An explanation of the error code is available in section 10.2, Response Codes. Cash Only Receipt Remember to always check the receipt to verify if a transaction has been approved. 26 Hypercom Mobile GPRS Merchant Operating Guide – Transaction Procedures 5.3 How to Process a Refund. Refunds may only be processed where there was an initial valid transaction on the same card. If a customer returns a purchase, or if an incorrect amount was charged, process a refund as follows: TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press FUNCTION. MERCHANT FUNCTION ENTER FUNCTION Key in 4 and press ENTER. CLEAR Enter Refund Pswd MERCHANT NAME Key in the refund password and press ENTER. CLEAR REFUND ENTER REFUND AMOUNT $0.00 Key in the refund amount and press ENTER. CLEAR Insert the customer’s chip card into the chip card reader. REFUND INSERT/SWIPE CARD Or: Swipe the customer’s card through the card reader. SELECT ACCOUNT CHEQUE SAVINGS Press the soft key beside the account type needed. CREDIT Hypercom Mobile GPRS Merchant Operating Guide – Transaction Procedures 27 TERMINAL DISPLAY TOTAL PROCEDURE $50.00 KEY PIN &/OR ENTER COMMS The terminal is connecting to the bank and processing the refund. PROCESSING, PLS WAIT If the card was inserted, remove the card from the reader. SIGNATURE PLEASE REMOVE CARD SIGNATURE CORRECT? NO YES RECEIPT DO YOU REQUIRE A CUSTOMER COPY? NO YES CHIP CARD PLEASE REMOVE CARD Where prompted, have the cardholder key in their PIN and press ENTER, or just press ENTER.1 If signature is required: Have the customer sign the receipt. If the signature matches the signature on the card, press the soft key next to YES, or press ENTER. (NO or CANCEL will cancel the transaction). Press the soft key next to YES or press ENTER to print customer receipt. Otherwise press the soft key next to NO or press CANCEL. This message will be displayed if a chip card was inserted and has not been removed yet. Remove the card. Note: The terminal will continue to beep until the card has been removed. Note: 1. For a credit account, a signature may be required for a refund even when a PIN has been entered.  efore completing the refund, check that the initial transaction was approved. Hand B the customer their copy of the transaction record and their card. If the transaction is declined, the terminal will beep for two seconds and display an error message giving the reason. An explanation of the error code is available in section 10.2, Response Codes. 28 Hypercom Mobile GPRS Merchant Operating Guide – Transaction Procedures Approved Refund Receipt (approved with PIN, no signature required) Approved Refund Receipt (signature required) Remember to always check the receipt to verify if a transaction has been approved. Hypercom Mobile GPRS Merchant Operating Guide – Transaction Procedures 29 5.4 How to Void a Transaction. The Void function can be carried out on credit or charge cards to reverse a transaction that has not yet settled (where available). Note: •• Debit card and pre-authorisation transactions cannot be voided. TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press FUNCTION. MERCHANT FUNCTION ENTER FUNCTION Key in 5 and press ENTER. CLEAR VOID ENTER INV/ROC NO. AND PRESS ENTER Key in the ROC (Record of Charge) number printed on the receipt of the original transaction and press ENTER. CLEAR Enter Refund/Void Pswd MERCHANT NAME Key in the void password and press ENTER. CLEAR VOID INV: xxxxxx MERCHANT NAME SEL DATE TIME CARD ACCOUNT CARD NO. SALE The original transaction details will display. Press ENTER to confirm details. AMOUNT APPROVAL 30 Hypercom Mobile GPRS Merchant Operating Guide – Transaction Procedures TERMINAL DISPLAY PROCEDURE CONFIRM VOID TXN INV: 123456 NO YES If signature is required: Have the customer sign the receipt. If the signature matches the signature on the card, press the soft key next to YES, or press ENTER. SIGNATURE SIGNATURE CORRECT? NO Confirm the void, by pressing the soft key next to YES or press ENTER. Otherwise press the soft key next to NO or press CANCEL. YES If the customer is not present, press ENTER to confirm the void. (NO or CANCEL will cancel the transaction). RECEIPT DO YOU REQUIRE A CUSTOMER COPY? NO YES Press the soft key next to YES or press ENTER to print customer receipt. Otherwise press the soft key next to NO or press CANCEL. Before completing the transaction, check that the transaction was approved. Hand the customer their copy of the transaction record and their card. If the transaction is declined, the terminal will display an error message giving the reason. An explanation of the error code is available in section 10.2, Response Codes. Hypercom Mobile GPRS Merchant Operating Guide – Transaction Procedures 31 Void Receipt. Remember to always check the receipt to verify if a transaction has been approved. 32 Hypercom Mobile GPRS Merchant Operating Guide – Transaction Procedures 5.5 How to Process a Sale with Tip. This process is a sale with tip enabled. It is most commonly used by restaurants. Note: • The Tip feature needs to be enabled on the terminal. TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Key in the base amount and press ENTER. SALE ENTER SALE AMOUNT $0.00 This screen is displayed as the amount is being entered. Press ENTER, once the amount is entered. CLEAR SALE ENTER CASH AMOUNT $0.00 CLEAR If ‘Purchase with Cash’ transactions are enabled on the terminal, you can enter a cash-out amount. The cashout amount may be left at $0.00. Press ENTER. Insert the customer’s chip card into the chip card reader. SALE INSERT/SWIPE CARD Or: Swipe the customer’s card through the card reader. SELECT ACCOUNT Press the soft key beside the account type needed. CHEQUE SAVINGS CREDIT Note: For debit cards (cheque and savings) tips need to be entered at the time of sale. An adjustment cannot be processed on a debit card. Key in the tip amount and press ENTER. ENTER TIP AMOUNT For credit and charge cards, if tip amount is not yet known, press ENTER only. $0.00 CLEAR Note: For credit and charge cards a tip adjustment can be performed later. Hypercom Mobile GPRS Merchant Operating Guide – Transaction Procedures 33 TERMINAL DISPLAY PROCEDURE CONFIRM AMOUNT SALE $25.00 Tip $5.00 -------- TOTAL AUD $30.00 Confirm the total amount, by pressing the soft key next to YES or press ENTER. Otherwise press the soft key next to NO or press CANCEL. NO YES TOTAL $30.00 KEY PIN &/OR ENTER COMMS The terminal is connecting to the bank and processing the transaction. PROCESSING, PLS WAIT If the card was inserted, remove the card from the reader. SIGNATURE PLEASE REMOVE CARD SIGNATURE CORRECT? NO YES RECEIPT DO YOU REQUIRE A CUSTOMER COPY? NO YES CHIP CARD PLEASE REMOVE CARD Where prompted, have the cardholder key in their PIN and press ENTER, or just press ENTER. If signature is required: Have the customer sign the receipt. If the signature matches the signature on the card, press the soft key next to YES, or press ENTER. (NO or CANCEL will cancel the transaction). Press the soft key next to YES or press ENTER to print customer receipt. Otherwise press the soft key next to NO or press CANCEL. This message will be displayed if a chip card was inserted and has not been removed yet. Remove the card. Note: The terminal will continue to beep until the card has been removed. Before completing the sale, check that the transaction was approved. Hand the customer their copy of the transaction record and their card. If the transaction is declined, the terminal will beep for two seconds and display an error message giving the reason. An explanation of the error code is available in section 10.2, Response Codes. 34 Hypercom Mobile GPRS Merchant Operating Guide – Transaction Procedures Approved Sale with Tip Receipt (approved with PIN, no signature required) Approved Sale with Tip Receipt (signature required) Remember to always check the receipt to verify if a transaction has been approved. Hypercom Mobile GPRS Merchant Operating Guide – Transaction Procedures 35 5.6 How to Process a Tip Addition. A tip addition is performed after the original transaction has been processed. The customer verifies the base amount of the sale, offers a tip and signs the receipt. The adjustment transaction is then processed. Note: •• Tip Addition applies to credit and charge cards only. •• The original purchase must have been without a tip. •• The original purchase must not yet have been settled. •• When tip addition is enabled, a signature must be obtained if the receipt reads ‘Approved with Signature’ or if the cardholder writes a tip addition on the receipt. This applies even if the original purchase is approved with PIN. A signature does not need to be obtained if the receipt shows the original purchase as ‘Approved’, and no tip is added. 36 Hypercom Mobile GPRS Merchant Operating Guide – Transaction Procedures Receipt for tip addition to be performed If tip is added, a signature is required. Base amount is approved without a signature being required. Receipt for tip addition to be performed A signature is required regardless of whether a tip is added or not. Hypercom Mobile GPRS Merchant Operating Guide – Transaction Procedures 37 TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press FUNCTION. MERCHANT FUNCTION ENTER FUNCTION Key in 9 and press ENTER. CLEAR TIP ADDITION ENTER INV/ROC NO. Key in the ROC number printed on the receipt of the original transaction and press ENTER. AND PRESS ENTER CLEAR SALE INV: xxxxxx MERCHANT NAME SEL DATE TIME CARD ACCOUNT CARD NO. SALE The original transaction details will display. Press ENTER to confirm details. AMOUNT APPROVAL SALE AMOUNT $25.00 ENTER TOTAL AMOUNT $0.00 Key in the total amount of the transaction, i.e. Sale plus Tip, and press Enter.1 CLEAR CONFIRM AMOUNT SALE Tip TOTAL $25.00 $5.00 -------AUD $30.00 Confirm the total amount, by pressing the soft key next to YES or press ENTER. Otherwise press the soft key next to NO or press CANCEL. NO YES 38 Hypercom Mobile GPRS Merchant Operating Guide – Transaction Procedures TERMINAL DISPLAY PROCEDURE RECEIPT PRINT RECEIPT? NO YES TIP ADDITION ENTER INV/ROC NO. AND PRESS ENTER CLEAR Press the soft key next to YES or press ENTER to print a merchant receipt. Otherwise press the soft key next to NO or press CANCEL. The terminal returns to this prompt. The operator can either enter a new ROC number or press CANCEL to quit the function. Note: 1. At this step, if you enter an amount other than the sale amount plus tip, and that amount is less than the original sale amount, the terminal will read that entry as being the tip amount. Hypercom Mobile GPRS Merchant Operating Guide – Transaction Procedures 39 Tip Addition Receipt Remember to always check the receipt to verify if a transaction has been approved. 40 Hypercom Mobile GPRS Merchant Operating Guide – Transaction Procedures 5.7 How to Process a Mail/Telephone Order/e-Commerce Transaction. Transactions initiated by mail or telephone are known as MOTO (Mail Order or Telephone Order) transactions. ECOM (Electronic Commerce) transactions are those initiated over the Internet. MOTO and ECOM transactions can be processed on credit and charge cards only, as the cardholder is not present. For information on how to register as a MOTO or ECOM merchant, contact the EFTPOS Helpdesk on 1300 650 977. Note: •• Until registered as a MOTO/ECOM merchant you must not process MOTO or ECOM transactions. •• An authorisation of a MOTO or ECOM transaction only establishes that the funds are available in the cardholder’s account and that the card has not been reported lost or stolen. It does not guarantee that the person whose name appears on the card is making the purchase or that the purchase will not be subject to a chargeback. •• You will be liable for all chargebacks on MOTO/ECOM transactions. You must retain all merchant receipts for at least eighteen months from the transaction date. TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press FUNCTION. MERCHANT FUNCTION ENTER FUNCTION Key in 1 and press ENTER. CLEAR MOTO ENTER MOTO AMOUNT $0.00 Key in the purchase amount and press ENTER. CLEAR MOTO ENTER CARD NUMBER Key in the card number and press ENTER. CLEAR Hypercom Mobile GPRS Merchant Operating Guide – Transaction Procedures 41 TERMINAL DISPLAY PROCEDURE MOTO EXPIRY DATE Key in the card expiry date (mmyy) and press ENTER. MM/YY CLEAR MOTO Key in the CCV and press ENTER. Or, if CCV is not available, just press ENTER. ENTER CCV CLEAR Note: CCV is described in section 9.0, Minimising Fraud. CONFIRM AMOUNT MOTO $25.00 -------------- TOTAL AUD $25.00 Confirm the total amount, by pressing the soft key next to YES or press ENTER. Otherwise press the soft key next to NO or press CANCEL. NO YES COMMS PROCESSING, PLS WAIT RECEIPT DO YOU REQUIRE A MERCHANT COPY? NO YES RECEIPT DO YOU REQUIRE A CUSTOMER COPY? NO YES 42 The terminal is connecting to the bank and processing the sale. Press the soft key next to YES or press ENTER to print merchant receipt. Otherwise press the soft key next to NO or press CANCEL. Press the soft key next to YES or press ENTER to print customer receipt. Otherwise press the soft key next to NO or press CANCEL. Hypercom Mobile GPRS Merchant Operating Guide – Transaction Procedures Before completing the sale, check that the transaction was approved. If the transaction is declined, the terminal will beep for two seconds and display an error message giving the reason. An explanation of the error code is available in section 10.2, Response Codes. Approved MOTO Receipt Remember to always check the receipt to verify if a transaction has been approved. Hypercom Mobile GPRS Merchant Operating Guide – Transaction Procedures 43 5.8 How to Process a Pre-Authorisation. This function is used to reserve funds on a card for a sale to be processed at a later time. Car rentals and hotels/motels most commonly use this function. Note: •• Pre-Authorisation transactions can only be performed on credit cards and charge cards and only where you have been authorised to do so. Be sure to retain the receipt as it might be required to process the completion transaction. •• The terminal retains pre-authorisations for seven calendar days only. •• The length of time funds are held on a customer’s card varies depending on the rules set by the cardholder’s card issuer. •• Once obtained, a pre-authorisation cannot be cancelled except by the card issuer, or until the authorisation expires. TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press FUNCTION. MERCHANT FUNCTION ENTER FUNCTION Key 2 and press ENTER. CLEAR PRE-AUTH ENTER PRE-AUTH AMOUNT $0.00 Key in the pre-authorisation amount and press ENTER. CLEAR Insert the customer’s chip card into the chip card reader. PRE-AUTH INSERT/SWIPE CARD Or: Swipe the customer’s card through the card reader. Or: Key in the card number, expiry date and CCV (if available) and press ENTER for manual entry. 44 Hypercom Mobile GPRS Merchant Operating Guide – Transaction Procedures TERMINAL DISPLAY TOTAL PROCEDURE $56.00 KEY PIN OR ENTER COMMS PROCESSING, PLS WAIT SIGNATURE PLEASE REMOVE CARD SIGNATURE CORRECT? NO YES RECEIPT DO YOU REQUIRE A CUSTOMER COPY? NO YES CHIP CARD PLEASE REMOVE CARD Where prompted, have the cardholder key in their PIN and press ENTER, or just press ENTER. The terminal is connecting to the bank and processing the pre-authorisation. If the card was inserted, remove the card from the reader. If signature is required: Have the customer sign the receipt. If the signature matches the signature on the card, press the soft key next to YES, or press ENTER. (NO or CANCEL will cancel the transaction). Press the soft key next to YES or press ENTER to print customer receipt. Otherwise press the soft key next to NO or press CANCEL. This message will be displayed if a chip card was inserted and has not been removed yet. Remove the card. Note: The terminal will continue to beep until the card has been removed. Before completing the sale, check that the transaction was approved. Hand the customer their copy of the transaction record and their card. If the transaction is declined, the terminal will beep for two seconds and display an error message giving the reason. An explanation of the error code is available in section 10.2, Response Codes. Hypercom Mobile GPRS Merchant Operating Guide – Transaction Procedures 45 Approved PreAuth Receipt (approved with PIN, no signature required) Approved PreAuth Receipt (signature required) Remember to always check the receipt to verify if a transaction has been approved. 46 Hypercom Mobile GPRS Merchant Operating Guide – Transaction Procedures 5.9 How to Process a Completion. A completion is used to complete an earlier pre-authorisation and charge the cardholder. A completion may also be known as a checkout. You can process a completion in one of two ways: 1. Using the ROC number from the pre-authorisation transaction. 2. Using the authorisation number of the pre-authorisation transaction. Note: •• The terminal retains pre-authorisations for seven calendar days only. 5.9.1 Using the ROC Number. TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press FUNCTION. MERCHANT FUNCTION ENTER FUNCTION Key in 3 and press ENTER. CLEAR COMPLETION ENTER INV/ROC NO. AND/OR PRESS ENTER Key in the ROC number of the pre-authorisation receipt and press ENTER. CLEAR COMPLETION INV: xxxxxx MERCHANT NAME SEL DATE TIME   EXP CARD ACCOUNT CARD NO. The pre-authorisation details will display. Press ENTER to confirm details. PRE-AUTH AMOUNT APPROVAL Hypercom Mobile GPRS Merchant Operating Guide – Transaction Procedures 47 TERMINAL DISPLAY PROCEDURE PRE-AUTH AMT $56.00 ENTER COMPLETION AMT $0.00 Key in the completion amount and press ENTER. CLEAR CONFIRM AMOUNT COMPLETION $56.00 --------- TOTAL AUD $56.00 Confirm the total amount, by pressing the soft key next to YES or press ENTER. Otherwise press the soft key next to NO or press CANCEL. NO YES SIGNATURE SIGNATURE CORRECT? NO YES RECEIPT DO YOU REQUIRE A CUSTOMER COPY? NO YES Have the customer sign the receipt. If the signature matches the signature on the card, press the soft key next to YES, or press ENTER. (NO or CANCEL will cancel the transaction). Press the soft key next to YES or press ENTER to print customer receipt. Otherwise press the soft key next to NO or press CANCEL. COMPLETION ENTER INV/ROC NO. AND/OR PRESS ENTER The terminal returns to this prompt. The operator can either enter a new ROC number or press CANCEL to quit the function. CLEAR Before completing the sale, check that the initial transaction was approved. Hand the customer their copy of the transaction record and their card. If the transaction is declined, the terminal beep for two seconds and will display an error message giving the reason. An explanation of the error code is available in section 10.2, Response Codes. 48 Hypercom Mobile GPRS Merchant Operating Guide – Transaction Procedures 5.9.2 Using the Authorisation Number. TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press FUNCTION. MERCHANT FUNCTION ENTER FUNCTION Key in 3 and press ENTER. CLEAR COMPLETION ENTER INV/ROC NO. AND/OR PRESS ENTER Press ENTER. CLEAR COMPLETION ENTER COMPLETION AMT $0.00 Key in the completion amount and press ENTER. CLEAR COMPLETION ENTER AUTH ID SEL 1 2 3 4 5 6 7 8 9 0 CLEAR Key in the six digit authorisation number from the pre-authorisation receipt and press ENTER. Hypercom Mobile GPRS Merchant Operating Guide – Transaction Procedures 49 TERMINAL DISPLAY PROCEDURE Insert the customer’s chip card into the chip card reader. Or: COMPLETION INSERT/SWIPE CARD Swipe the customer’s card through the card reader. Or: Key in the card number, expiry date and CCV (if available) and press ENTER for manual entry. CONFIRM AMOUNT COMPLETION $56.00 --------- TOTAL AUD $56.00 Confirm the total amount, by pressing the soft key next to YES or press ENTER. Otherwise press the soft key next to NO or press CANCEL. NO YES SIGNATURE PLEASE REMOVE CARD SIGNATURE CORRECT? NO YES RECEIPT DO YOU REQUIRE A CUSTOMER COPY? NO YES If the card was inserted, remove the card from the reader. If signature is required: Have the customer sign the receipt. If the signature matches the signature on the card, press the soft key next to YES, or press ENTER. (NO or CANCEL will cancel the transaction). Press the soft key next to YES or press ENTER to print customer receipt. Otherwise press the soft key next to NO or press CANCEL. Before completing the sale, check that the initial transaction was approved. Hand the customer their copy of the transaction record and their card. If the transaction is declined, the terminal will beep for two seconds and display an error message giving the reason. An explanation of the error code is available in section 10.2, Response Codes. 50 Hypercom Mobile GPRS Merchant Operating Guide – Transaction Procedures Completion Receipt Remember to always check the receipt to verify if a transaction has been approved. Hypercom Mobile GPRS Merchant Operating Guide – Transaction Procedures 51 6.0 Reporting Functions. 6.1 How to Print a Sub Total Report. This function will print a report of all transactions performed since the last settlement, without resetting the totals in the terminal. TERMINAL DISPLAY DATE PROCEDURE TIME ENTER AMOUNT Press REPORTS. REPORTS 52 1. TXN LISTING Press 2 and ENTER to select SUBTOTAL REPORT. 2. SUBTOTAL REPORT The sub total report will print. 3. SHIFT TOTALS Press CANCEL to quit this function. Hypercom Mobile GPRS Merchant Operating Guide – REPORTING FUNCTIONS Sub Total Report Hypercom Mobile GPRS Merchant Operating Guide – REPORTING FUNCTIONS 53 6.2 Terminal Settlement. Settlement for the EFTPOS terminal can occur via a programmed terminal settlement (automatic settlement) or a manual settlement. Failure to perform a settlement may result in split deposits for settlements. The terminal must be powered on and be able to communicate for settlement to occur at the programmed time. Note: •• A settlement can only be performed once in a 24-hour period. •• You cannot settle between 9.30pm and 11.00pm (AEST). To process a manual settlement: TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press FUNCTION. MERCHANT FUNCTION ENTER FUNCTION Key in 8 and press ENTER. CLEAR SETTLEMENT 1. SETTLEMENT 2. LAST SETTLEMENT 3. NEXT SETTLEMENT Press 1 and ENTER to select SETTLEMENT. 4. LAST 7 SETTLEMENT MERCHANT NAME DO SETTLEMENT WSB? NO YES COMMS PROCESSING, PLS WAIT RESPONSE SETTLEMENT COMPLETE 54 Press the soft key next to YES or press ENTER to process the settlement. Otherwise press the soft key next to NO or press CANCEL. The terminal is connecting to the bank and processing the settlement. This prompt is displayed once the settlement is complete and the report is printing. Hypercom Mobile GPRS Merchant Operating Guide – REPORTING FUNCTIONS Settlement Report Hypercom Mobile GPRS Merchant Operating Guide – REPORTING FUNCTIONS 55 6.3 How to Reprint Previous Settlements. This function enables you to reprint any of the last seven days settlements which have occurred. To print last settlement: TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press FUNCTION. MERCHANT FUNCTION ENTER FUNCTION Key in 8 and press ENTER. CLEAR SETTLEMENT 1. SETTLEMENT 2. LAST SETTLEMENT 3. NEXT SETTLEMENT Press 2 and ENTER to select LAST SETTLEMENT. 4. LAST 7 SETTLEMENT MERCHANT NAME DO LAST SETTLEMENT WSB? NO YES 56 Press the soft key next to YES or press ENTER to process the last settlement. Otherwise press the soft key next to NO or press CANCEL. Hypercom Mobile GPRS Merchant Operating Guide – REPORTING FUNCTIONS To print last 7 settlements: TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press FUNCTION. MERCHANT FUNCTION ENTER FUNCTION Key in 8 and press ENTER. CLEAR SETTLEMENT 1. SETTLEMENT 2. LAST SETTLEMENT Press 4 and ENTER to select LAST 7 SETTLEMENTS. 3. NEXT SETTLEMENT 4. LAST 7 SETTLEMENT SELECT SETTLE DATE 1. DD/MM/YYYY 2. DD/MM/YYYY 3. DD/MM/YYYY 4. DD/MM/YYYY 5. DD/MM/YYYY 6. DD/MM/YYYY The last seven settlement dates will be displayed. Press the number which corresponds to the day you wish to print and press ENTER. You can scroll through the options by pressing the soft key next to the arrows. Press CANCEL to quit this function. Hypercom Mobile GPRS Merchant Operating Guide – REPORTING FUNCTIONS 57 6.4 How to Reprint Last Transaction. This function will reprint the receipt of the last transaction performed. The receipt will have ‘DUPLICATE’ printed on it. TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press FUNCTION. MERCHANT FUNCTION ENTER FUNCTION Key in 6 and press ENTER. CLEAR REPRINT 1. LAST RECEIPT 2. INVOICE Press 1 and ENTER to select LAST RECEIPT. RE-PRINT INV: xxxxxx MERCHANT NAME SEL DATE TIME   EXP CARD ACCOUNT CARD NO. SALE The terminal will display the last transaction. Press ENTER to print the receipt. AMOUNT APPROVAL RECEIPT DO YOU REQUIRE A CUSTOMER COPY? NO YES 58 Press the soft key next to YES or press ENTER to print customer receipt. Otherwise press the soft key next to NO or press CANCEL. Once the receipt has printed, press CANCEL to quit this function. Hypercom Mobile GPRS Merchant Operating Guide – REPORTING FUNCTIONS Receipt Reprint Hypercom Mobile GPRS Merchant Operating Guide – REPORTING FUNCTIONS 59 6.5 How to Reprint Specific Transaction. This function will allow the operator to reprint a specific transaction. Note: •• Reprint of a specific transaction can only be done from current settlement period. TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press FUNCTION. MERCHANT FUNCTION ENTER FUNCTION Key in 6 and press ENTER. CLEAR REPRINT 1. LAST RECEIPT 2. INVOICE Press 2 and ENTER to select INVOICE. REPRINT RECEIPT Key in the ROC number of the receipt you wish to print and press Enter. ENTER INV/ROC NO. AND PRESS ENTER The receipt will print. CLEAR RECEIPT DO YOU REQUIRE A CUSTOMER COPY? NO YES 60 Press the soft key next to YES or press ENTER to print customer receipt. Otherwise press the soft key next to NO or press CANCEL. Once the receipt has printed, press CANCEL to quit this function. Hypercom Mobile GPRS Merchant Operating Guide – REPORTING FUNCTIONS 6.6 How to View Transactions. This function allows the operator to view all the transactions that have not been settled. TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press MENU. MAIN MENU 1. LOGON 2. BATCH 3. TERMINAL Press 2 and ENTER to select BATCH. 4. REPRINT BATCH 1. SETTLEMENT 2. REPORTS 3. FIND TXN Press 3 and ENTER to select FIND TXN. 4. UPLOAD ADVICES REVIEW/REPRINT RECEIPT ENTER INV/ROC NO. AND/OR PRESS ENTER CLEAR REVIEW INV: xxxxxx MERCHANT NAME SEL Key in the ROC number of the required transaction and press ENTER or press ENTER to scroll through the transactions. DATE TIME   EXP CARD ACCOUNT CARD NO. SALE AMOUNT The requested transaction will be displayed or if you pressed ENTER, the last transaction will be displayed. You can scroll through the transactions by pressing the soft key next to the arrows. Press ENTER to reprint a receipt for the transaction displayed. APPROVAL REVIEW ACTIONS 1. RE-PRINT Press ENTER to reprint a merchant receipt of the selected transaction. Hypercom Mobile GPRS Merchant Operating Guide – REPORTING FUNCTIONS 61 TERMINAL DISPLAY PROCEDURE RECEIPT DO YOU REQUIRE A CUSTOMER COPY? NO YES REVIEW INV: xxxxxx MERCHANT NAME SEL DATE TIME   EXP CARD ACCOUNT CARD NO. SALE Press the soft key next to YES or press ENTER to print customer receipt. Otherwise press the soft key next to NO or press CANCEL. The terminal returns to this prompt. Press CANCEL to return to the previous prompt, where the operator can either enter a new ROC number or press CANCEL twice to quit the function. AMOUNT APPROVAL 62 Hypercom Mobile GPRS Merchant Operating Guide – REPORTING FUNCTIONS 6.7 How to Print Transaction Log. This function will print out a summary of each transaction performed in the day’s batch period. It will print, in one list, transactions done on all card types (MasterCard, American Express etc). Note: •• The Transaction log will only show transactions done since the last settlement. TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press REPORTS. REPORTS 1. TXN LISTING 2. SUBTOTAL REPORT 3. SHIFT TOTALS 1. ALL TRANSACTIONS 2. SALE WITH TIP 3. SALE WITHOUT TIP Press 1 and ENTER for TXN LISTING. PRINT TXN LISTING 4. PRE-AUTH REPORT Press 1 and ENTER to select ALL TRANSACTIONS. Or: Press the number corresponding with the required report. 5. STORED TXNS PRINT TXN LISTING WAS TXN PRINTED OK? NO YES Press the soft key next to YES or press ENTER to confirm the receipt was printed correctly. Otherwise press the soft key next to NO to print the receipt again. REPORTS 1. TXN LISTING 2. SUBTOTAL REPORT 3. SHIFT TOTALS The terminal returns to this prompt. The operator can either select another report or press CANCEL to quit the function. Hypercom Mobile GPRS Merchant Operating Guide – REPORTING FUNCTIONS 63 Transaction Log 64 Hypercom Mobile GPRS Merchant Operating Guide – REPORTING FUNCTIONS 6.8 How to Print Tip Report. This report can be printed many times during the settlement period. Once the terminal settles, the tip report will be reset. Printing a tip report does not cause a terminal settlement. Note: •• The tip report can only be printed from current settlement period. TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press REPORTS. REPORTS 1. TXN LISTING 2. SUBTOTAL REPORT 3. SHIFT TOTALS 1. ALL TRANSACTIONS 2. SALE WITH TIP 3. SALE WITHOUT TIP Press 1 and ENTER for TXN LISTING. PRINT TXN LISTING 4. PRE-AUTH REPORT Press 2 and ENTER to select SALE WITH TIP. Or: Press the number corresponding with the required report. 5. STORED TXNS PRINT TXN LISTING WAS TXN PRINTED OK? NO YES Press the soft key next to YES or press ENTER to confirm the receipt was printed correctly. Otherwise press the soft key next to NO to print the receipt again. REPORTS 1. TXN LISTING 2. SUBTOTAL REPORT 3. SHIFT TOTALS The terminal returns to this prompt. The operator can either select another report or press CANCEL to quit the function. Hypercom Mobile GPRS Merchant Operating Guide – REPORTING FUNCTIONS 65 Tip Report 66 Hypercom Mobile GPRS Merchant Operating Guide – REPORTING FUNCTIONS 6.9 Shift Totals. The terminal’s shift facility is useful when you need separate reports for each work shift. This function allows you to keep a record of transactions processed on the terminal in a shift period. Note: •• Shift totals are independent from settlement times. The Shift totals are not reset when the settlement is performed. To start a new shift you will need to clear any current shift totals, using the following process: TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press REPORTS. REPORTS 1. TXN LISTING 2. SUBTOTAL REPORT 3. SHIFT TOTALS 1. CURRENT TOTALS SHIFT TOTALS 2. PREVIOUS TOTALS Press 3 and ENTER for SHIFT TOTALS. Press 1 and ENTER for CURRENT TOTALS. The shift total report will be printed. To start a new shift, press the soft key next to YES or press ENTER. SHIFT TOTALS RESET SHIFT TOTALS? NO YES This will reset the shift totals to zero, ready for a new shift. To continue with the current shift, press the soft key next to NO. The shift totals will not be reset to zero and the current shift will continue. Hypercom Mobile GPRS Merchant Operating Guide – REPORTING FUNCTIONS 67 Shift Report 68 Hypercom Mobile GPRS Merchant Operating Guide – REPORTING FUNCTIONS 7.0 Additional Terminal Features/Options. 7.1 Multi Merchant Facility. A multi merchant facility is one whereby a terminal is loaded with more than one merchant number (where available). This enables more than one business to transact via the one terminal. This is ideal for businesses who trade from the one location but require separate accounts, for example, doctors surgeries. If your terminal is set up as a multi merchant facility the transaction flow will vary slightly from the procedures outlined in the sections above. You will be asked to select the name of the merchant to which the transaction/report belongs. Once an amount is entered the following screen will be displayed: TERMINAL DISPLAY PROCEDURE SELECT MERCHANT 1. MERCHANT ONE 2. MERCHANT TWO 3. MERCHANT THREE 4. MERCHANT FOUR 5. MERCHANT FIVE Select the merchant to which the transaction belongs by pressing the number corresponding to that merchant. Or press the soft keys to scroll up and down through the available merchants. Once the correct merchant is highlighted press ENTER to continue. 6. MERCHANT SIX You will also be prompted to enter a merchant password when printing reports or performing any settlement queries via the terminal. This password can be different for each merchant that is set up on the terminal, or you can choose to select one password which is common to all merchants. 7.2 Merchant Surcharge. You may want to add a surcharge depending on the type of card used. The surcharge is calculated as a percentage and can be set to a different value, depending on the type of card used. The terminal will automatically calculate the surcharge (chosen by you) to charge your customers. This will be added as a separate entry on the receipts and will read as ‘Merch Surcharge’. The merchant surcharge will apply to Purchases, MOTO, eCommerce and Completion transactions. Merchant surcharge only applies to credit card transactions, it cannot be charged on debit card transactions. It will also not be charged on any tips (if enabled) which are added to a transaction. The merchant surcharge will display on the transaction confirmation screen. Hypercom Mobile GPRS Merchant Operating Guide – Additional terminal features/options 69 TERMINAL DISPLAY PROCEDURE CONFIRM AMOUNT SALE $25.00 Merch Surcharge $0.38 -------- TOTAL AUD NO $25.38 Press the soft key next to YES or press ENTER to confirm the amount. Otherwise press the soft key next to NO or press CANCEL. YES To enable this feature please contact the EFTPOS Helpdesk on 1300 650 977. Note: You must make your customer aware at, or prior to, the time of purchase of the surcharge percentage that will apply to the transaction. You must display the merchant surcharge at your site. 70 Hypercom Mobile GPRS Merchant Operating Guide – Additional terminal features/options Receipt with Surcharging Enabled Remember to always check the receipt to verify if a transaction has been approved. Hypercom Mobile GPRS Merchant Operating Guide – Additional terminal features/options 71 7.3 Pre-Set Amounts. You are able to program the soft keys on the terminal with specific dollar values. This feature enables you to enter commonly used values at the touch of a button. You can program up to six different amounts. Pressing the soft keys multiple times will enable the value to add cumulatively. To set up and enable the pre-set amounts: TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press FUNCTION. MERCHANT FUNCTION ENTER FUNCTION Key 45 and press ENTER. CLEAR PRE-SET INPUT FUNCTION ENABLE PRE-SET Press the soft key next to YES or press ENTER to enable pre-set amounts. Otherwise press the soft key next to NO or press CANCEL. AMOUNTS? NO YES EDIT PRESET AMOUNTS 1. $0.00 2. $0.00 3. $0.00 4. $0.00 Press the number which corresponds to the pre-set position you wish to set up and press ENTER. You can scroll through the options by pressing the soft key next to the arrows. 5. $0.00 6. $0.00 PRESET AMOUNTS ENTER PRESET AMOUNT x $0.00 72 Key in the pre-set amount for the soft key selected and press ENTER. CLEAR Hypercom Mobile GPRS Merchant Operating Guide – Additional terminal features/options TERMINAL DISPLAY PROCEDURE EDIT PRESET AMOUNTS 1. $1.50 2. $0.00 3. $0.00 4. $0.00 Repeat this process for up to six pre-set amounts. Press CANCEL to return to the idle prompt. 5. $0.00 6. $0.00 DATE TIME $1.50 $8.00 $3.20 $5.00 The pre-set amounts will now be displayed next to the soft keys on the idle screen. SELECT/ENTER AMOUNT To use the preset amounts: TERMINAL DISPLAY PROCEDURE DATE TIME $1.50 $8.00 Press the soft key next to the amount you want to charge. Alternately you can enter a base amount and then add a pre-set amount to the base amount. $3.20 $5.00 SELECT/ENTER AMOUNT SALE $1.50 $8.00 $3.20 Key in the base amount and press ENTER. The amount selected or the amount entered will be displayed at the bottom of the screen. You can add the same or another pre-set amount to the total by pressing the soft key that corresponds with the required pre-set amount. $5.00 $3.20 SALE $1.50 $8.00 $3.20 Once the amount displayed is correct, press ENTER. Continue processing the transaction as per section 5.0. $5.00 $6.40 Hypercom Mobile GPRS Merchant Operating Guide – Additional terminal features/options 73 To edit/remove or disable the pre-set amounts: TERMINAL DISPLAY PROCEDURE DATE TIME $1.50 $8.00 Press FUNCTION. $3.20 $5.00 SELECT/ENTER AMOUNT Edit or remove pre-set amount MERCHANT FUNCTION Key 45 and press ENTER. ENTER FUNCTION CLEAR PRE-SET INPUT FUNCTION DISABLE PRE-SET To edit or remove the pre-set amounts press the soft key next to NO. AMOUNTS? NO YES EDIT PRESET AMOUNTS 1. $1.50 2. $0.00 3. $0.00 4. $0.00 5. $0.00 Press the number which corresponds to the pre-set position you wish to edit or clear and press ENTER. You can scroll through the options by pressing the soft key next to the arrows. 6. $0.00 PRESET AMOUNTS ENTER PRESET AMOUNT x $0.00 74 CLEAR To edit the amount, over type the pre-set amount with the new amount and press ENTER. To clear the amount, press the soft key next to CLEAR and press ENTER. Hypercom Mobile GPRS Merchant Operating Guide – Additional terminal features/options TERMINAL DISPLAY PROCEDURE EDIT PRESET AMOUNTS 1. $1.50 2. $0.00 3. $0.00 4. $0.00 Repeat this process for up to six pre-set amounts. Press CANCEL to return to the idle prompt. 5. $0.00 6. $0.00 Disable pre-set amount PRE-SET INPUT FUNCTION DISABLE PRE-SET To disable the pre-set amounts press the soft key next to YES. AMOUNTS? NO YES DATE TIME ENTER AMOUNT The regular idle screen will be displayed. Hypercom Mobile GPRS Merchant Operating Guide – Additional terminal features/options 75 7.4 Merchant Logo. You have the option to have your business or company logo displayed on your terminal(s) and/or receipts. You have the choice to: •• Display the logo on the terminal and print it on your receipts •• Display the logo on the terminal, but do not print it on your receipts •• Not display the logo on the terminal, but print it on your receipts To display the logo you will need to provide the Bank with a copy of your logo in the following format: •• BMP monochrome format •• 128 pixels wide x 60 pixels high To set this up you will need to call the EFTPOS Helpdesk on 1300 650 977. 76 Hypercom Mobile GPRS Merchant Operating Guide – Additional terminal features/options 8.0 Fall Back Sales Procedures. 8.1 Electronic Fall Back. The Electronic Fall Back (EFB) facility is available only when enabled on the terminal, and only for certain card types. EFB is the ability to continue performing transactions on the terminal, even when communication with the host system for on-line approval has been lost or the card issuer is unavailable. In EFB mode, transactions are stored within the terminal and manual vouchers are not required. After communication has been restored, the terminal forwards the stored transactions to St.George for processing. Your Merchant Letter of Offer contains your debit and credit floor limits. You are reminded that you must not “split” a sale in order to avoid obtaining authorisation. When processing in EFB mode some differences apply to normal ‘on-line’ processing: •• For credit card transactions that are over your credit card floor limit, you will be required to enter an authorisation number which you can obtain by calling 1300 301 831. Alternatively ask your customer for an alternate means of payment. •• Signature capture is required on all EFB transactions regardless of the account selection or whether PIN was entered. The terminal will process the transaction in accordance with the EFB floor limits and other validation settings. •• Cheque/Savings account transactions exceeding your debit card floor limit will be declined. Ask your customer for an alternate means of payment When communication has been lost and the amount of the transaction is over your floor limit, the terminal will display the following: TERMINAL DISPLAY PROCEDURE OVER EFB LIMIT CALL FOR AUTH ENTER APPROVAL CODE 1 SEL 2 3 4 5 6 7 8 9 0 CLEAR You will be required to enter an authorisation number, which you can obtain by calling 1300 301 831. Enter this six digit code and press ENTER. Hypercom Mobile GPRS Merchant Operating Guide – fall back sales procedures 77 8.1.1 Sending Offline Transactions. Once communication with the Bank is restored the terminal will send any stored transactions to the Bank for processing. The terminal will attempt to send these transactions after a transaction is processed online or after a period of inactivity. If there are transactions to upload to the Bank the following message will be displayed: TERMINAL DISPLAY PROCEDURE STORED TRANSACTION(S) ENTER AMOUNT STORED TRANSACTION(S) will scroll across the date and time bar at the top of the screen. To manually upload these transactions: TERMINAL DISPLAY PROCEDURE STORED TRANSACTION(S) ENTER AMOUNT Press FUNCTION. MERCHANT FUNCTION ENTER FUNCTION Advice Upload 0001/0004 78 Key in 23 and press ENTER. CLEAR This message will be displayed while the transactions are being sent to the host. The time taken will depend on the number of transactions being sent. Hypercom Mobile GPRS Merchant Operating Guide – fall back sales procedures 8.2 Manual Fall Back. The EFTPOS terminal supplied to you is very reliable and St.George is committed to ensuring its smooth operation is maintained. Any problems should be promptly reported to the EFTPOS Helpdesk on 1300 650 977. If your terminal fails to function correctly you may revert to manual fall back. Before Performing a Fall Back Transaction: For credit cards, if the transaction is over your credit card floor limit, call Cardlink on 1300 301 831 for authorisation. If you are unsure of your floor limit for credit cards please call the EFTPOS Helpdesk on 1300 650 977. For debit cards, if the transaction is over your debit card floor limit, call the EFTPOS Helpdesk on 1300 650 977 for authorisation. If you are unsure of your floor limit for debit cards please call the EFTPOS Helpdesk on 1300 650 977. Minimum Requirements: You must complete all sales details on the voucher. The completed voucher must be signed by the customer and the signature compared with that appearing on the reverse of the card. If the signature does not match or you are in any doubt as to the authenticity of the cardholder, another form of payment should be sought. You must check the ‘to’ and ‘from’ dates to ensure the card has not expired. You must ensure the card is presented and imprinted. Banking: To ensure you receive value for your fall back vouchers, they must be banked within two business days. Vouchers can be charged back for late deposits. Separate the completed credit vouchers from the debit vouchers. Complete an EFTPOS Merchant Summary slip for each type of voucher. Place the Summary on top of the vouchers and place each into a separate Merchant Summary Envelope. Take the envelope(s) to St.George and deposit them into your account as you would a cheque. If you bank with another financial institution, you will need to use the postal arrangements i.e. use the Reply Paid envelopes provided in your EFTPOS kit. Retain all of your merchant copies of the fall back vouchers and the merchant summaries for a minimum of three years. These are your evidence of the transaction in case the customer later disputes it. If you require any additional information, please contact the EFTPOS Helpdesk on 1300 650 977. Hypercom Mobile GPRS Merchant Operating Guide – fall back sales procedures 79 9.0 Minimising Fraud. At St.George, we take fraud seriously, and you should too. Fraud can cost your business significant amounts of money, and certain types of merchants – based on the types of goods sold – are more prone to fraudulent transactions than others. We believe it is essential for you to have a sound understanding of credit card fraud, how it can be detected and how it can be prevented. ADDITIONAL FRAUD PREVENTION INFORMATION IS AVAILABLE ON THE ST.GEORGE WEBSITE AT: http://www.stgeorge.com.au/business/payment-solutions/existing-customers/ 9.1 CCV Security Codes. What is CCV? The three or four digit value printed on a payment card, used to verify card-not-present transactions. CCV security codes are a way to lessen the risk of fraud and chargeback when the cardholder is not physically present, or when a card cannot be inserted/swiped successfully. In these cases you can key in the card number. A CCV security code is printed on the card but does not appear on receipts. When you key in the CCV code, a check is made that the code matches the card number. This gives greater assurance that the customer is in possession of the card. CCV codes are numbers of three or four digits, depending on the card type. Note: •• Some cards do not have a CCV code •• CCV (Card Check Value) is also known as CVV and CVC 80 Hypercom Mobile GPRS Merchant Operating Guide – minimising fraud Where Can I Find the CCV Security Code? Some cards, for example MasterCard and Visa, have a three-digit CCV printed on the signature panel on the reverse side of the card. Other numbers may precede the CCV. The last three digits on the signature panel are the CCV. Other cards, for example American Express, have a four-digit CCV on the front of the card, above the account number. AUTHORISED SIGNATURE 4000 0012 3456 7890 123 NOT VALID UNLESS SIGNED CCV Some cards do not have a CCV. Should I Save CCV Security Codes? No. It is prohibited to store the CCV codes. They must remain secret. You must not write them down or save them electronically. Doing so might lead to heavy penalties. Manual Authorisations and CCV. If your terminal is not functioning at all, you can revert to a manual imprinter. When seeking authorisation for a credit card transaction above the floor limit, be sure to provide the CCV number if available. Hypercom Mobile GPRS Merchant Operating Guide – minimising fraud 81 10.0 Trouble Shooting. 10.1 Hardware Faults. Hardware Faults Action 1. Ensure that the power cable is securely connected to the terminal. No response from the terminal 2. Power off the terminal for 10 seconds. 3. Power on the terminal. 4. Retry the transaction. 5. Call the Helpdesk if the problem persists. 1. Re-insert/swipe the card as per instructions in section 4. Terminal not reading cards 2. If there is still no response from the card reader power off the terminal for 10 seconds. 3. Power on the terminal. 4. Attempt transaction again. 5. Call the Helpdesk if the problem persists. 1. Remove the paper roll from the printer to ensure that there is no paper caught. 2. If the existing paper roll is damaged in any way then replace this with a new roll. Paper jamming Or Not feeding Or Not printing 3. If the problem continues power off the terminal for 10 seconds. 4. Power on the terminal. 5. Initialise the terminal by pressing the FUNCTION key and then press 7 and ENTER. Select the soft key that corresponds with YES. 6. The terminal should print a logon receipt. This will confirm if the printer is operational. 7. Re-test the printer using the FEED button. 8. You can test the printer by pressing the FUNCTION key, followed by 82 and ENTER, then press 1 and ENTER. A receipt will print. 9. Call the Helpdesk if the problem persists. 82 Hypercom Mobile GPRS Merchant Operating Guide – trouble SHOOTING 10.2 Response Codes. Below is a copy of a receipt, which indicates the location of the Response Codes. Response Code Location Remember to always check the receipt to verify if a transaction has been approved. Where your terminal displays a response code not listed in this guide, and you use an electronic terminal supplied by us, you should phone the EFTPOS Helpdesk on 1300 650 977 for clarification. Hypercom Mobile GPRS Merchant Operating Guide – trouble SHOOTING 83 Code Display Cause/Action 00 APPROVED •• The transaction has been approved. 01 CALL FOR AUTH •• Unable to obtain electronic authorisation. •• Call for authorisation from appropriate authorisation centre then complete manual sales voucher if approved. 02 CALL FOR AUTH •• Unable to obtain electronic authorisation. •• Call for authorisation from appropriate authorisation centre then complete manual sales voucher if approved. 03 NOT ON FILE, CALL HELPDESK •• Contact the Helpdesk. 04 CONTACT CARD ISSUER •• Obtain another form of payment. •• Advise cardholder to contact card issuer. 05 CANNOT PAY •• Obtain another form of payment. •• Advise cardholder to contact card issuer. 06 CANNOT PAY •• Obtain another form of payment. •• Advise cardholder to contact card issuer. 08 APPROVED With signature •• The transaction has been approved if the signature is correct. 11 APPROVED •• The transaction has been approved. 12 INVALID TRANSACTION •• Retry the transaction selecting a different account. •• If the transaction is declined again, obtain another form of payment. •• Advise cardholder to contact card issuer. 13 CANNOT PAY •• Obtain another form of payment. •• Advise cardholder to contact card issuer. 14 CONTACT CARD ISSUER •• Obtain another form of payment. •• Advise cardholder to contact card issuer. 19 CONTACT CARD ISSUER •• Obtain another form of payment. •• Advise cardholder to contact card issuer. 84 Hypercom Mobile GPRS Merchant Operating Guide – trouble SHOOTING Code 30 Display Cause/Action FORMAT ERROR CALL HELPDESK •• Power the terminal off and on and retry the transaction. •• Contact the Helpdesk whilst the cardholder is present to confirm if the transaction has been processed correctly. 39 WRONG ACCOUNT •• Retry the transaction, selecting a different account. •• If the transaction is declined again, obtain another form of payment. •• Advise cardholder to contact card issuer. 41 CONTACT CARD ISSUER 43 CONTACT CARD ISSUER 51 CANNOT PAY •• Contact manual Credit Card Authorisations. •• Press the option for extension 500. •• Contact manual Credit Card Authorisations. •• Press the option for extension 500. •• Obtain another form of payment. •• Advise cardholder to contact card issuer. 52 WRONG ACCOUNT •• Retry the transaction, selecting a different account. •• If the transaction is declined again, obtain another form of payment. •• Advise cardholder to contact card issuer. 53 WRONG ACCOUNT •• Retry the transaction, selecting a different account. •• If the transaction is declined again, obtain another form of payment. •• Advise cardholder to contact card issuer. 54 CANNOT PAY •• Check the card expiry date. •• Obtain another form of payment. •• Advise cardholder to contact card issuer. 55 RE-ENTER PIN •• The cardholder has entered the wrong PIN. •• Retry the transaction with the correct PIN. 56 CONTACT CARD ISSUER •• Obtain another form of payment. 58 INVALID TRANSACTION •• Obtain another form of payment. •• Advise cardholder to contact card issuer. •• Advise cardholder to contact card issuer. Hypercom Mobile GPRS Merchant Operating Guide – trouble SHOOTING 85 Code Display Cause/Action 59 DECLINED •• Obtain another form of payment. 61 CANNOT PAY •• Obtain another form of payment. •• Advise cardholder to contact card issuer. •• Advise cardholder to contact card issuer. 62 DECLINED •• Obtain another form of payment. •• Advise cardholder to contact card issuer. 65 CANNOT PAY •• Obtain another form of payment. •• Advise cardholder to contact card issuer. 68 PLEASE RETRY •• Retry the transaction. •• If the transaction is declined again, obtain another form of payment. •• Advise cardholder to contact card issuer. 75 CANNOT PAY •• Retry the transaction. •• If the transaction is declined again, obtain another form of payment. •• Advise cardholder to contact card issuer. 83 INVALID ACCOUNT •• Retry the transaction, selecting a different account. •• If the transaction is declined again, obtain another form of payment. •• Advise cardholder to contact card issuer. 87 INVALID TRACK •• Retry the transaction. •• If the transaction is declined again, obtain another form of payment. •• Cardholder to contact card issuer. 90 PLEASE RETRY •• Retry the transaction. •• If the transaction is declined again, obtain another form of payment. •• Cardholder to contact card issuer. 91 ISSUER NOT AVAILABLE •• Bank is unavailable; retry the transaction. •• If the transaction is declined again follow manual fallback procedures as explained in section 8.2. 86 Hypercom Mobile GPRS Merchant Operating Guide – trouble SHOOTING Code Display Cause/Action 94 CANNOT PAY •• Obtain another form of payment. 97 SETTLE NOT AVAILABLE •• A settlement has been processed in the last 24 hours, or the settlement is being attempted between 9.30pm and 11.00pm (AEST). •• Advise cardholder to contact card issuer. •• Retry during settlement hours, making sure 24 hours have elapsed since the previous settlement. 98 MAC ERROR •• Turn terminal off, then back on, and retry the transaction. •• Contact the Helpdesk if the problem persists. 99 INVALID MESSAGE CE NO CARRIER •• Turn terminal off, then back on, and retry the transaction. •• Contact the Helpdesk if the problem persists. •• Turn terminal off, then back on, and retry the transaction. •• Contact the Helpdesk if the problem persists. FV INVALID FORMAT •• Turn terminal off, then back on, and retry the transaction. IM SYSTEM ERROR •• Turn terminal off, then back on, and retry the transaction. •• Contact the Helpdesk if the problem persists. •• Contact the Helpdesk if the problem persists. LC LOST CARRIER •• Turn terminal off, then back on, and retry the transaction. •• Contact the Helpdesk if the problem persists. ND DECLINED ND •• Press the FUNCTION key, followed by 23 and ENTER. •• Contact the Helpdesk if the problem persists. PF POWER FAIL •• Turn terminal off, then back on, and retry the transaction. •• Contact the Helpdesk if the problem persists. TO NO RESPONSE •• Turn terminal off, then back on, and retry the transaction. •• Contact the Helpdesk if the problem persists. Hypercom Mobile GPRS Merchant Operating Guide – trouble SHOOTING 87 Code 88 Display Cause/Action Y1 APPROVED •• The transaction has been approved. Y3 APPROVED •• The transaction has been approved. Z1 CANNOT PAY •• Obtain another form of payment. Z3 ISSUER UNAVAILABLE •• Obtain another form of payment. Z4 CANNOT PAY •• Obtain another form of payment. Hypercom Mobile GPRS Merchant Operating Guide – trouble SHOOTING 11.0 Glossary Of Common Terms. CCV Number (Card Check Value) An additional security feature used in transactions where the card number is entered manually, for example when the cardholder is not present (MOTO or ECOM). Charge Card American Express (AMEX), Diners Club or Japanese Credit Bureau (JCB). Credit Card MasterCard or Visa. Debit (EFTPOS) Card A card that gives the customer access to a cheque account or savings account. The customer must be present when accessing these account types. Details cannot be hand-keyed into an EFTPOS terminal. Electronic Fall Back The ability to continue performing transactions on the terminal when (EFB) communication with the host has been lost. GSM/GPRS The wireless communications network used to connect a mobile EFTPOS terminal. Manual Fall Back The use of a manual ‘click clack’ imprinter as a back-up, when an electronic terminal is not working. Merchant (ID) Number An eight digit number used to identify your business and obtain an authorisation code for credit card transactions. This number is unique to your business, and can be found on any of the following: •• A receipt from your terminal •• Your merchant statement •• The metal plate on your manual imprinter Multi Merchant One of a number of merchants who have individual merchant agreements with the Bank and transact business through one shared terminal. ROC Number The ‘Record of Charge’ number found on your terminal receipt. Terminal (ID) Number An eight digit number that identifies your EFTPOS terminal. The Terminal ID can be found on any transaction receipt or report printed from your terminal. Hypercom Mobile GPRS Merchant Operating Guide – GLossary Of Common terms 89 Notes 90 Hypercom Mobile GPRS Merchant Operating Guide Notes Hypercom Mobile GPRS Merchant Operating Guide 91 Notes 92 Hypercom Mobile GPRS Merchant Operating Guide This page has been left blank intentionally. Information contained in this brochure was correct at time of printing (July 2011) and is subject to change. St.George Bank – A Division of Westpac Banking Corporation ABN 33 007 457 141 AFSL 233714 ACL 233714.  ST21414 07/11