Transcript
Integrated POS Quick Reference Guide
Contents Contact details ................................................................................................................................ 4 Changing the Merchant Password ................................................................................................ 5 Locking your Terminal .................................................................................................................... 5 System Timeouts ............................................................................................................................. 6 PC EFTPOS generated response codes ....................................................................................... 7 Terminal Response Messages ..................................................................................................... 11 Troubleshooting ............................................................................................................................ 12 Terminal Care and Troubleshooting ........................................................................................... 12 Fraud Prevention tips ................................................................................................................... 14 Security & Chargeback Tips ....................................................................................................... 14
Suncorp Bank Integrated POS Quick Reference Guide
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Contact Details Suncorp Bank Technical Helpdesk For EFTPOS hardware and technical difficulties 1800 836 055 24 hours, 7 days Suncorp Bank Merchant Enquiries For general merchant enquires (Account Queries/Changes) 13 11 75 Monday to Friday, 8.30am to 5.00pm AEST except Brisbane public holidays Please assist us by having your Merchant number and Terminal number available when contacting the above helpdesks. Your Merchant Details: Suncorp Merchant No. Suncorp Terminal No. Manual Authorisation Visa/Mastercard Credit Card 1300 301 221 24 hours a day, 7 days a week Debit Cards 1800 800 521 24 hours a day, 7 days a week Please have the following information ready: • merchant number • card details – card number, expiry date • transaction amount. American Express 1300 363 614 Diners Club 1300 360 060
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Locking the Terminal Ensure the terminal is locked when unattended to prevent the processing of unauthorised transactions.
To lock the terminal • Press the blue Function button • Type in 4 and press Enter • Press YES to confirm Application Lock • Screen will display ‘CLOSED – Enter Password’
To unlock the terminal • Enter your Terminal password • Press Enter • Terminal returns to the idle screen
Changing the Terminal Password To change the Terminal Password: • Press Merchant Menu button. • Press 4 for Terminal. • Press 2 for Password. • Press 1 for Change. • Press 1 for Terminal • Type in your current/old Terminal password. • Press Enter. • Type in your new Terminal password. • Press Enter. • Confirm your new Terminal password. • Press Enter. • Your Terminal password has now been changed.
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System Timeouts The terminal will support the following ‘time outs’ for its PC EFTPOS Client and Network interface. Terminal Timeout
Event
3 seconds
PCEFTPOS Client ACK to PIN pad request
3 seconds
PCEFTPOS Client ACK to send Host message request
10 seconds
PCEFTPOS Client response to display request
10 seconds
PCEFTPOS Client response to print request
45 seconds
Host response to Financial Transaction requests
45 seconds
Host response to administration requests
45 seconds
Host response to Reversals and SAF uploads
60 seconds
Customer response to Card entry prompt
30 seconds
Customer response to Account prompt
60 seconds
Customer response to PIN entry prompt
180 seconds
PCEFTPOS Client response to insert slip request
120 seconds
PCEFTPOS Client response to verify signature request
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PC EFTPOS Generated Response Codes Code
Terminal Display
Explanation
Action To Be Taken
X0
TRAN CANCELLED NO RESPONSE
An answer has not been received from the bank for the transaction request in the required timeout period.
• Retry transaction. • If the terminal has been working correctly and prior to this message and no configuration changes have occurred, verify the network status. • If the network is known to be working or the terminal has been recently configured verify the communications parameters. • If problem persists contact Suncorp Bank Technical Helpdesk.
X4
X7
X8
TRAN CANCELLED SYSTEM ERROR
TRAN CANCELLED SYSTEM ERROR
TRAN CANCELLED SYSTEM ERROR
The Terminal has detected a STAN error and is unable to complete the transaction.
• Logon terminal
The Terminal has received a message from the host that did not pass message authentication.
• Retry transaction
An error code has been returned from the Tran$end network.
• If error is ‘601-008’ (Bank is not available) - Retry EFT Logon periodically.
• Retry transaction • If problem persists contact Suncorp Bank Technical Helpdesk. • Logon terminal • If problem persists contact Suncorp Bank Technical Helpdesk.
•V erify the communication parameters • Retry transaction • If problem persists contact Suncorp Bank Technical Helpdesk.
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Code
Terminal Display
Explanation
Action To Be Taken
X9
TRAN CANCELLED CNP HEADER ERROR
An invalid length message has been received
• Try again.
XA
TRAN CANCELLED CNP DEST ERROR
The destination of the response from the bank was invalid
• Try again.
XB
TRAN CANCELLED SYSTEM ERROR
A message with an invalid format has been received from the EFTPOS network. (Invalid Response Code)
•C heck the terminal configuration and logon Terminal. • Verify the network status • If problem persists contact Suncorp Bank Technical Helpdesk.
XC
TRAN CANCELLED SYSTEM ERROR
A message with an invalid format has been received from the EFTPOS network. (Message Type Error)
•C heck the terminal configuration and logon Terminal. • Verify the network status • If problem persists contact Suncorp Bank Technical Helpdesk.
XD
TRAN CANCELLED CARD NOT VALID
LUHN check has failed on the card
•T ry another card. Or type the number in more carefully.
XE
TRAN CANCELLED INVALID MONTH
The card netered has an invalid month
• Try another card.
XF
TRAN CANCELLED TXN NOT SUPPORTED
The transaction type is not supported by this bank.
• Try another transaction
XG
TRAN CANCELLED INVALID TRANS
The transaction attempted is not allowed on this terminal
• Try another transaction
XH
TRAN CANCELLED INVALID TRACE#
The RRN sent to the pinpad for a tip-adjust is not valid
• Use a valid RRN
XJ
TRAN CANCELLED FILE DWNLOAD ERR
An error has occurred in the CPAT download
• If problem persists contact Suncorp Bank Technical Helpdesk.
XR
TRAN CANCELLED NO CASH ON DB
No cash out allowed on debit
• Try Credit account
XT
TRAN CANCELLED CONFIG REQUIRED
A transaction has been attempted before the terminal is configured
• Re-configure terminal
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Suncorp Bank
Code
Terminal Display
Explanation
Action To Be Taken
T0
TRAN CANCELLED SYSTEM ERROR
Returned by the Terminal as a response to a status request, indicating that the Terminal is ready for transactions.
None.
T8
TRAN CANCELLED INVALID AMOUNT
An invalid amount has been sent from the POS
• Consult POS vendor.
TB
TRAN CANCELLED INVALID CARD
This card is either not valid to the store or not accepted by the Bank.
•S eek a different form of tender.
TC
DECLINED INVALID ACCOUNT
An account has been selected that is not valid for the card type.
•R equest customer to select another account.
TE
DECLINED NO CASH ON CR
Cash out is not permitted for a Credit account.
•A sk customer to select a Cheque or Savings account.
TH
TRAN CANCELLED PRINTER ERROR
The PC-EFTPOS system has had an error during printing
Fix printer and retry
TI
TRAN CANCELLED OPERATOR TIMEOUT
A request has timed out.
• Retry
TK
TRAN DECLINED NO MANUAL CARD
A card has been manually entered when the Bank does not permit this.
•S eek another form of tender from the customer.
TL
TRAN DECLINED SIGNATURE ERROR
The operator has pressed the [NO] key in response to a "SIGNATURE REQD" prompt.
•S eek another form of tender from the customer.
TM
TRAN CANCELLED BY OPERATOR
The operator has cancelled the transaction when a PIN or Account retry prompt is being displayed to the customer.
•R etry transaction or seek another form of tender.
TP
TRAN CANCELLED OFFLINE ERROR
The Terminal has stored the maximum number of transactions. The Terminal will upload the transactions as soon as the host is available. (Off-line Terminal only)
•S ave sale & move to other terminal. •P eriodically attempt online transactions PRESETTLMENTS to clear the offline transactions.
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Code
Terminal Display
Explanation
Action To Be Taken
TQ
TRAN CANCELLED CARD EXPIRED
Expiry date failed in batch. The expiry date was less or equal to the date held in the Terminal.
•C heck the expiry date printed on the receipt.
TR
TRAN CANCELLED OVER FLOOR LIMIT
Transaction is over the floor limit. (Off-line Terminal only)
•F ill out a manual voucher. Obtain Authority Number for any manual voucher over the customer’s card limit.
TT
TRAN CANCELLED OFFLINE ERROR
SAF transaction not allowed as the CPAT rejects it.
• Retry with another card.
TU
TRAN CANCELLED SAF PENDING
A config command has been rejected as there is a SAF pending to be cleared
•D o not reconfigure until all SAF transactions have been cleared.
TV
TRAN CANCELLED REVSL PENDING
A config command has been rejected as there is a reversal pending to be cleared
•D o not reconfigure until the reversal has been cleared.
TX
TRAN CANCELLED CANNOT PROCESS
The terminal is unable to complete the transaction as there are transactions stored in the batch which must be finalized with the host
•P eriodically attempt PreSettlement’s to clear the batch. •V erify communication parameters. • Verify network status.
TY
TRAN CANCELLED CARD REJECTED
The card has been rejected by the CPAT
• Try another card
TZ
TRAN CANCELLED ACCOUNT ERROR
The account that was selected is not allowed for this transaction
• Try another account.
Z0
TRAN CANCELLED MODEM ERROR
An error has occurred with the terminals modem
• Retry transaction. •C onfirm the terminal communication parameters. • If problem persists contact Suncorp Bank Technical Helpdesk.
Z1
10
TRAN CANCELLED NO DIAL TONE
Suncorp Bank
The modem has failed to find a dial tone on the attached phone line
•C heck phone line connection. Check the PABX settings.
Code
Terminal Display
Explanation
Action To Be Taken
Z2
TRAN CANCELLED NO ANSWER
The number being dialed by the terminal is not answering.
•C heck the PABX and Phone number settings. •C heck the phone line connection
Z3
TRAN CANCELLED LINE BUSY
The number dialled by the terminal in engaged
•C heck the Phone number settings.
Z5
TRAN CANCELLED POWER FAIL
The terminal lost power during a transaction. This receipt is printed upon reboot.
•M ake sure the power pack is securely connected to the wall socket and the terminal. • If problem persists contact Suncorp Bank Technical Helpdesk.
Z6
TRAN CANCELLED NO CARRIER
The number dialled or connected line does not have a carrier on the other end.
PSTN • Retry transaction •C onfirm that the phone line is correctly connected. • Check the phone number
Z7
TRAN CANCELLED NO EFTSRV
There is no link from the PC-EFTPOS client to the EFTSRV software
•C heck if the EFTSRV is running. •C heck PC network for errors
Terminal Response Messages 01 Refer the cardholder to the issuing bank. 05 The issuing bank has chosen not to honour the transaction. 31 The issuing bank is not supported by the current terminal software. 51 Another form of payment is required. Do not use a fallback voucher. 55 Invalid PIN entered. 61 Cardholder has exceeded the maximum daily withdrawal limit on their card. Another form of payment (cash, cheque) is required. Do not use a fallback voucher. 91 The issuing bank is not available. Communication lines are down. For all other responses, please contact Suncorp Bank Technical Helpdesk on 1800 836 055.
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Troubleshooting Your Suncorp terminal is extremely easy to operate. However, if you do experience problems, here are some handy hints to help you get back on track quickly. If you still have difficulties, please call Suncorp Bank Technical Helpdesk on 1800 836 055 (24 hours a day, 7 days a week), and have your merchant number and terminal number ready.
Terminal Care and Troubleshooting Terminal Care
Please remember to keep the terminal clean and away from heat, dust, liquid and food.
Blank Screen
Ensure that all terminal power cable connections and power supply outlets are connected and operational.
Communications Error
• Check all terminal phone cable connections and phone supply outlets. Connect the phone line to a telephone to check for dial tone and cable quality. • Remove any message bank on the line. • Disconnect call waiting. • Has the telephone line recently changed to or from a PABX system? If so, the terminal will require a software upgrade. • Check that the modem is getting power. The screen lights up and display P67 Modem/Ready. • Check that the modem is connected to a COM port on the PC • Common Dial – up erros
IP Gateway Problems
Check that the status of the “PC-EFTPOS SLL” connection in the Lines tab of the EFT Server has a status of CONNECTED If it is not CONNECTED, check the properties to make sure that the IP address is set to gw0.pceftpos.com (or 59.167.228.1) and port is 443 and that the PC’s firewall allows access to the IP address and port If the status is CONNECTED; • check that the user name and password provided by PC-EFTPOS have been entered correctly in the Server tab • check that the Default Link in the Links tab is assigned to the PC-EFTPOS SLL interface. If not, you can add it by selecting the line and adding it through the Properties window • make sure that the server PC is not accessing the internet via a proxy
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Suncorp Bank
Terminal Offline
The most common reason for this error message is that the PINpad is not connected to the PC correctly. • Check the power to the terminal. The terminal should be showing something on its display screen. • Check the terminal is connected to the COM port on the PC • Check that the PC-EFTPOS Client Settings is configured to use the correct COM port, usually COM1.
No Response from bank to logon
Contact the Suncorp Bank Technical Helpdesk on 1800 836 055.
Client Offline
This error means that one of the following has occurred: • The most common cause of this error on a correctly installed machine is that there are more than one application running that uses our EFTPOS system. Examples are the POS system and our test POS system. There can only be one POS running. Shutdown any other applications that may also use EFTPOS. • The EFT client is not running (or installed). Check if the client icon (the “C” icon) is on the task bar near the clock. (Warning…. Not all POS system shows the task bar). Start client by rebooting POS.
Certain cards won’t process
If the EFTPOS system only fails on Refunds, American Express or Diners cards or Cash Out, contact Suncorp Bank Technical Helpdesk on 1800 836 055 to enable these settings.
Card reader problems
Ensure that the card is being swiped in the right direction for the magnetic stripe. Try swiping the card in both upwards and downwards directions. Ensure that the card is being swiped at a fast enough speed. Try using a Cleaner Card from your stationery kit to clean the card reader
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Fraud Prevention Tips The security of your terminal is of the utmost importance to your business. Here are some handy tips to avoid fraudulent transactions and chargebacks.
Security & Chargeback Tips •E nsure your premises are secure and the terminal is locked to prevent the processing of unauthorised transactions when unattended. • During business hours, limit access to this equipment to authorised personnel only. • Unauthorised transactions are a liability for your business. What is a Chargeback? A chargeback can occur when a cardholder disputes a transaction processed on their card. How to Avoid Receiving Chargebacks •E nsure the card is present during a card transaction, unless you operate as a mail order, internet or telephone order merchant. •B e cautious when manually entering the card details. If the card will not be swiped, no manual entry is allowed, unless the merchant has obtained the prior written consent of Suncorp. • Ensure the card has a valid expiry date. • Ensure the card has a 3-dimensional hologram or holographic magnetic stripe. • When in doubt of a card’s authenticity, use a known genuine card to compare it. • Always check the authorisation response. Take the appropriate action for the specific response. •W here a signature is still the required cardholder verification method, always compare the signature on the card to the one on the sales slip. • Ensure all details on the transaction receipts are clear and legible. • Ensure transaction receipts are stored in date and card number order. • Retain all transaction receipts for a minimum of 12 months in a secure, cool, dark location. • Do not process sales on behalf of another merchant.
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Suncorp Bank Integrated POS Quick Reference Guide
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Contact us for more information or to change your details:
Call 13 11 75 suncorpbank.com.au
Visit your local branch or agency
Mail to GPO Box 1453, Brisbane QLD 4001
Fax 07 3031 2250 19968 14/11/11 A
