Vx 520 Colour

Transcript

Welcome to your new terminal Verifone VX 520 Colour EFTPOS New Zealand Limited is a Verifone company VX520C_020216 1 Welcome to your new terminal 2 You’re only a few simple steps away from a whole new payment experience. Don’t worry - it is pretty quick and easy - just follow the instructions provided in this booklet, and you’ll have your new terminal up and running in no time. 1 Installation Instructions 2 Terminal User Guide 3 Terminal Care Guide 4 Key Differences 5 Electronic Offline Vouchers 6 Surcharge and Service Fee 7 Terminal Accessories 8 Help & Support Need help? If you’re having trouble, don’t worry we’re right here to help. Check out our website www.eftpos.co.nz/mynewterminal for installation videos and a downloadable version of this guide. If you need to talk to someone please give one of our Customer Services Representatives a call on 0800 EFTPOS option 4. 3 1 Verifone VX 520 Colour Installation Instructions 4 What is enclosed 1. Terminal Guide 5. One of either: 2. VX 520 Colour Terminal a. Ethernet - cable; OR 3. Power Pack b. Telephone line cable 4. Paper Roll 2 5 a Remove all plastic wrapping from the terminal and components Save the shipping carton and packing material to return your old terminal. Return courier ticket and instructions can be found in the plastic wallet on the side of the box. b 3 4 If you are replacing a terminal begin at Step 1, otherwise go to Step 2. Step 1 - Unplugging your old terminal • • • • Settle your existing terminal for the final time. We recommend we do this at the end of your trading day Switch it off and unplug it from the power source (wall socket) Unplug the telephone line cable or Ethernet cable from the wall socket or router Pack the terminal and all cables into the carton your new VX 520C arrived in, ready to return via courier Step 2 - Setting up your new Verifone VX 520 Colour • • • • Remove the terminal rear cover to access all the connection ports Plug the power supply unit (A) into the terminal port marked with the lightning bolt icon (B), rotate the power plug counter-clockwise until flush against the side panel to lock plug in place Plug the power supply unit into the wall socket and turn on at the wall Connectivity – follow one of the below options based on which connectivity option you have: • • • Dial Up - Connect the telephone cable to the RJ11 port on the base, marked with a telephone handset icon, and the other end to a telephone wall jack IP - Connect the Ethernet cable to the RJ45 port on the base, marked with the word ‘ETH’, and the other end to your router or data wall socket Close the terminal rear cover. 5 Step 3 Switching on your terminal for the first time • • Your terminal will automatically turn on when you switch the power on at the wall When your terminal is turned on for the first time it will automatically configure itself and run through a ‘start up test’ – this takes approximately 1 minute Step 4 Logging on to your terminal for the first time • • Press silver button under ‘Menu’ • • Select ‘Logon’ • Press the Up or Down buttons (first and fourth silver buttons) until Logon is shown on the display The terminal will print a receipt that will indicate whether the logon has been successful If the terminal prints an APPROVED receipt your new terminal is ready to use. If an error has occurred and you do not receive the APPROVED message on the display and receipt, check all cables are plugged in correctly then switch the terminal off and then back on and repeat step 4 If an error occurs and you are unable to log onto your VX 520 Colour please contact our Technical Support Team on 0800 EFTPOS (0800 338 767), option 2. Step 5 Changing your Merchant Password Merchant Password is required to process Refunds. Please change your password once you have setup your terminal. The helpdesk will provide you with the default password, please call them on 0800 EFTPOS, Option 2: • • • • • • • • 6 Scroll up or down until ‘Setup’ is displayed Select ‘Setup’ Select ‘Merch Password’ Select ‘Change Password’ Type in default password and press green ENTER key Type in new password and press green ENTER key Type in new password again to confirm Press ENTER key or wait until terminal automatically returns to idle screen Note: Your password is stored on the terminal so our helpdesk staff are unable to retrieve it for you. If you have forgotten your password please call the helpdesk on 0800 EFTPOS, Option 2 and they will help you to reset it. 2 Verifone VX 520 Colour Terminal User Guide 7 Verifone VX 520 Colour - Terminal User Guide Go to www.eftpos.co.nz/mynewterminal to print a one page Quick User Guide that can be displayed in your back office for quick reference. Important buttons Please use the keypad to operate the VX 520 Colour as it is not a touch-screen terminal. Logon Changing Paper Rolls • • Select ‘Menu’ • • Select ‘Logon’ • • The terminal will print a receipt that will indicate whether the logon has been successful • Scroll up or down until ‘Logon’ is displayed Load Parameters Used to apply changes or load latest available software version: • • Select ‘Menu’ • • Select ‘Load Params’ • The terminal will then display ‘Parameter Download Successful’ and return to the idle screen in a logged on state • Scroll up or down until ‘Load Params’ is displayed The terminal will go into a logged off state and display ‘Parameter Download Please Wait Or Press X to Cancel’ If any updates or changes were applied the terminal will reboot before returning to the idle screen • • • Remove the old roll or core Drop the new paper roll into place, ensuring that the paper is pulling towards you, out from under the roll Leave a small amount of paper out past the cutter bar Close the lid firmly To auto feed paper press # Purchase • • • • Select ‘Menu’ • Customer swipes card or inserts chip card • • • • 8 Gently pull UP the lid release found on the top of the paper cutter bar Select ‘Purchase’ Type in Purchase amount Select ‘Accept Amount’ or press green ENTER key Customer selects account, enters PIN and presses green ENTER key Merchant copy of receipt will print automatically Press any key or wait for terminal to prompt whether to print Customer receipt If ‘Yes’ is selected the Customer receipt will print, if ‘No’ is selected the terminal will return to the idle screen Purchase & Cash Out (debit card) • • • Select ‘Menu’ • Type in cash out amount and select ‘Accept Amount’ or press green ENTER key Select ‘Purchase/Cash’ Type in Purchase amount and select ‘Accept Amount’ or press green ENTER key Refund • • • Select ‘Menu’ • Type in Merchant Password and press green ENTER key • Customer swipes card or inserts chip card Select ‘Refund’ Type in Refund Amount and press green ENTER key • Customer swipes card or inserts chip card • • Customer selects account, enters PIN and presses green ENTER Key Customer selects account and enters PIN • • Merchant copy of receipt will print automatically Merchant copy of receipt will print automatically • • Press any key or wait for terminal to prompt to print Customer receipt Press any key or wait for terminal to prompt whether to print Customer receipt • If ‘Yes’ is selected the Customer receipt will print, if ‘No’ is selected the terminal will return to the idle screen -- If ‘Yes’ is selected the Customer receipt will print, if ‘No’ is selected the terminal will return to the idle screen Cash Out (debit card) • • • Select ‘Menu’ • Customer swipes card or inserts chip card • Customer selects account, enters PIN, and presses green ENTER key • Merchant copy of receipt will print automatically • Press any key or wait for terminal to prompt to print Customer receipt • If ‘Yes’ is selected the Customer receipt will print, if ‘No’ is selected the terminal will return to the idle screen Select ‘Cash Out’ Type in cash out amount, select ‘Accept Amount’ or press green ENTER key Reprint Receipt • • Select ‘Menu’ • • Select ‘Reprint Receipt’ Scroll up or down until ‘Reprint Receipt’ is displayed The receipt from the last transaction performed will print 9 Settlement Inquiry Prints out a settlement receipt with current daily totals: • • Select ‘Menu’ • • • Select ‘Settlement’ • If ‘OTHER’ is selected, type in date and press green ENTER key Scroll up or down until ‘Settlement’ is displayed The Purchase, Cash Out, Refund and Tip totals will be displayed on screen • • Press the green ENTER key • Terminal will prompt to ‘RESET TOTALS?’: Select ‘Inquiry’ Select current day’s window, or ‘OTHER’ for another day’s Settlement Window Settlement Cutover Your terminal will automatically settle at 2200 (10pm). Follow steps below to manually settle your terminal prior to 2200 and obtain a settlement receipt: • • Select ‘Menu’ • • • Select ‘Settlement’ Scroll up or down until ‘Settlement’ is displayed Select ‘Cutover’ ‘Cutover Y/N’ will be displayed -- -- If ‘Yes’ is selected the terminal will cutover and print a settlement receipt before returning to the idle screen If ‘No’ is selected the terminal will return to the idle screen Subtotals Displays the terminal totals for purchase, cash out and refund, accumulated since the last time you reset the totals: 10 • • • Select ‘Menu’ • • Select ‘Settlement’ Scroll up or down until ‘Settlement’ is displayed Select ‘Subtotals’ Terminal will prompt to ‘PRINT TOTALS?’. If ‘Yes’ is selected the Subtotals receipt will print -- If ‘Yes’ is selected the terminal will reset the subtotals to zero before returning to the idle screen -- If ‘No’ is selected the terminal will return to the idle screen without resetting the Subtotals Pending All Prints the receipts of all financial transactions not yet uploaded to the network i.e. EOV and reversals: • • Select ‘Menu’ • • • Select ‘Settlement’ Scroll up or down until ‘Settlement’ is displayed Select ‘Pending All’ Terminal will print the receipts of all transactions not yet uploaded, in the order they were performed S&F Totals (Store & Forward) Shows total number and value of transactions that have not been uploaded to the network i.e. EOV and reversals. • • Select ‘Menu’ • • Select ‘Settlement’ • • Select ‘S&F Totals’ The terminal will print the S&F Totals and return to the idle screen Scroll up or down until ‘Settlement’ is displayed Scroll down until ‘S&F Totals’ is displayed Pre-Authorisation • • Select ‘Menu’ • • • Select ‘Pre-Auth’ • Pre-Authorisation Cancellation • • Select ‘Menu’ • • • Select ‘Pre-Auth’ Customer swipes card or inserts chip card • Terminal will display ‘RETRIEVING INFORMATION Please Wait’ • Customer then enters PIN or presses the green ENTER key for signature • • • • Customer signs receipt Select ‘Yes’ to confirm the cancellation details or ‘No’ to return to the idle screen • Select ‘Yes’ to print customer receipt or ‘No’ to return to idle screen • Select ‘Yes’ to print customer receipt or ‘No’ to return to idle screen. Scroll up or down until ‘Pre-Auth’ is displayed Select ‘Pre-Auth’ from options Type in Pre-Auth amount and select ‘Accept Amount’ or press green ENTER key Check signature Select ‘Yes’ to approve signature or ‘No’ to decline signature Pre-Authorisation Completion • • Select ‘Menu’ • • • Select ‘Pre-Auth’ Scroll up or down until ‘Pre-Auth’ is displayed Select ‘Completion’ from options Type in Pre-Auth ID from original PreAuth receipt and press the green Enter key • Select ‘Yes’ to confirm the completion details or ‘No’ to return to idle screen • Type in the full completion amount and select ‘Accept Amount’ or press green ENTER key • • Terminal will print transaction result Select ‘Yes’ to print Customer receipt or ‘No’ to return to idle screen Scroll up or down until Pre-Auth is displayed Select ‘Cancellation’ Type in Pre-Auth ID from original PreAuth receipt and press green ENTER key Mail Order Telephone Order (MOTO) • • Select ‘Menu’ • • • Select ‘MOTO’ • • • • • Scroll up or down until ‘MOTO’ is displayed Select ‘Telephone Order’ or ‘Mail Order’ Type in Purchase amount and press green ENTER key Type in credit card number and press green ENTER key Type in Expiry date (MMYY) and press green ENTER key Telephone Order only – Type in CVV and press green ENTER key If no CVV is present leave blank and press green ENTER key Select a reason for no CVV from the list and press green ENTER key. The three reasons for no CVV are: -- No CVV on card -- CVV not readable -- CVV bypassed 11 • • Merchant copy of receipt will print automatically Press any key or wait for terminal to prompt whether to print Customer receipt • • Select ‘Change Menu’ -- If ‘Yes’ is selected the Customer receipt will print • -- If ‘No’ is selected the terminal will return to the idle screen Select the hand icon on screen or press the green ENTER key • Use the scroll up or down keys to move the option up or down the menu until it is in the location you wish • Select the return icon or press the green ENTER key Press red CANCEL key to exit Select ‘Yes’ to save Recurring Scroll up or down until the option you wish to move is highlighted • • Select ‘Menu’ • • Select ‘Recurring’ • • Type in Purchase amount and press green ENTER Key • Type in credit card number and press green ENTER key Menu Settings – Hide Options • • • • Scroll up or down until ‘MOTO’ is displayed Type in Expiry date (MMYY) and press green ENTER key Merchant copy of receipt will print automatically Press any key or wait for terminal to prompt whether to print Customer receipt -- If ‘Yes’ is selected the Customer receipt will print -- If ‘No’ is selected the terminal will return to the idle screen Menu Settings Use this functionality to hide or change the order of options on the main menu: • • Select ‘Menu’ • Select ‘Utility’ Scroll up or down until ‘Menu Settings’ is displayed • 12 Menu Settings – Change Order of Options Scroll up or down until ‘Utility’ is displayed Select ‘Menu Settings’ Terminal will display ‘Save New Menu Changes?’ • • Select ‘Change Menu’ • Select the light bulb icon on screen or press the yellow BACK key, the option will be greyed out • Repeat the last two steps above until all options you wish to hide are greyed out • • Press red CANCEL key to exit • Select ‘Yes’ to save Scroll up or down until the option you wish to hide is highlighted Terminal will display ‘Save New Menu Changes?’ Menu Settings – Reset Menu • Select ‘Reset Menu’ to restore standard Menu order and options 3 Verifone VX 520 Colour Terminal Care Guide 13 Environment and Location 14 • Select a location convenient for both you and your customers • Select a flat support surface, such as a counter or table • Select a location near a power outlet and a telephone line / Ethernet connection • For safety, do not string the power cord and communication cables in a walkway or place it across the floor • Do not use the terminal where there is high heat, dust, humidity, moisture, caustic chemicals or oils • Keep the terminal away from direct sunlight and anything that radiates heat, such as a stove, heater or motor • Do not plug the power pack into an outdoor outlet or operate the terminal outdoors • Avoid using this product during electrical storms • Avoid locations near electrical appliances or other devices that cause excessive voltage fluctuations or emit electrical noise (for example, air conditioners, electric motors, neon signs, high frequency or magnetic security devices, or computer equipment) • Avoid locations near radio transmitting devices (for example, a Radio Telephone (RT), cordless telephone, or a high powered mobile telephone) • Do not use the terminal near water, in moist conditions, or in the rain • Disconnecting the power during a transaction may cause transaction data files not yet stored in terminal memory to be lost • To protect against possible damage caused by lightning strikes and electrical surges, consider installing a power surge protector • • Operating temperature: 0° to 40°C • Keep cables tidy (power supply, phone line, and PIN Pad), thus preventing accidental movement which could cause the terminal or PIN Pad to fail Relative humidity: 5% to 90% with no condensation Cabling - VX 520 Colour • The power cable plugs into the underside of the terminal at the top of the base. The Ethernet cable plugs in on the underside of the terminal, at the bottom of the base: Paper • • • Use the correct size paper roll Poor-quality thermal paper can jam the printer and create excessive paper dust. To order high-quality paper, please contact EFTPOS New Zealand Store thermal paper in a dry, dark area. Handle thermal paper carefully: impact, friction, temperature, humidity, and oils affect the colour and storage characteristics of the paper • Never load a roll of paper with folds, wrinkles, tears, or holes at the edges • Before installing a fresh paper roll into the terminal, remove at least 20cm of paper from the roll to ensure tape residue or gum is not on the paper • To clean the paper roll area, use a clean cloth slightly dampened with water and a drop or two of mild soap CAUTION: To prevent the paper roll cover from damaging the print roller, always gently press down on the printer dust cover to close it. Chip Card Reader • Do not attempt to clean the chip card reader Cleaning the covers • To clean the terminal, use a clean cloth slightly dampened with water and a drop or two of mild soap. For stubborn stains, use alcohol or an alcohol-based cleaner CAUTION: Never use thinner, trichloroethylene, or ketone-based solvents - they may cause deterioration of plastic or rubber parts. Do not spray cleaners or other solutions directly onto the keypad or terminal display.   Accessories • Keypad covers can be installed over the keypads to help protect dirt, dust, and minor liquid causing damage to the device. To order a keypad cover, please contact EFTPOS New Zealand. Swipe Card Reader • Use an alcohol based cleaning card and swipe the cleaning card through the reader several times. To enquire about a cleaning card, please contact EFTPOS New Zealand To order paper rolls, cleaning cards or other available accessories go to www.eftpos.co.nz/shop-product-list/ or call 0800 EFTPOS, Option 4. A list of available accessories for the VX 520 Colour can be found on page 29. 15 Guide to securing your terminal As part of EFTPOS New Zealand’s ongoing commitment to providing the most up to date information on eftpos terminal and cardholder data security, a list of best practices for protecting your terminal/s and your customer’s information is outlined below. Your terminal is equipped with a number of built-in security features that are designed to protect your customer’s information. By implementing the recommendations below, you can help protect your business, your customers and your reputation from credit and debit card fraud or misuse. Recommendations • Always ensure that terminals are secure and under supervision during operating hours (including any spare or replacement eftpos terminal/s you have). • • Ensure that only authorised employees have access to your eftpos terminal and are fully trained on its use IMPORTANT When closing your store or kiosk, always ensure that your eftpos terminal is securely locked and not exposed to unauthorised access • • Your eftpos terminal is missing • Your eftpos terminal prints incorrect receipts or has incorrect details • Your eftpos terminal is damaged or has been tampered with • • 16 Never allow your eftpos terminal to be maintained, swapped or removed without advance notice from EFTPOS NZ. Be aware of unannounced service visits and only allow authorised EFTPOS NZ personnel to maintain, swap or remove your terminal and always ensure that security identification is provided • Inspect your eftpos terminal on a regular basis - ensure that there are no additional cables running from your eftpos terminal and that the casing has not been tampered with • Check your eftpos terminal is located where it should be each morning and printing the correct details on receipts • Record your terminal’s serial number and store it in a secure location. Check the serial number matches this record each morning Make sure that any CCTV or other security cameras located near your eftpos terminal cannot observe cardholders entering their details Contact our Technical Support Team on 0800 338 767, option 2 immediately if: You, or any member of your staff is approached to perform maintenance, swap or remove your eftpos terminal without prior notification from us and/or security identification is not provided 4 Verifone VX 520 Colour Key Differences 17 Key Differences • Your new terminal is connected to our new next generation Verifone network.There are some key differences in the operation of your terminal that you need to be aware of. In-line Tipping on the terminal Hospitality menu now named Pre-Auth menu The Hospitality menu has been renamed ‘Pre-Auth’ - pre-authorisation. • ‘Pre-Auth’ replaces ‘Store’ A Pre-Auth transaction is now stored on the network rather than on the terminal, there is also no card data stored on the terminal. • ‘Completion’ replaces ‘Recall’ Completion is now quicker and easier to process as a Pre-Auth can be started on one terminal and completed on a different terminal. When a Pre-Auth transaction is begun, an 8 digit Pre-Auth ID is printed on the original receipt. This 8 digit PIN is used to recall the information in order to complete the transaction. Please retain original receipts for easy recall of transaction information. • 18 ‘Cancellation’ replaces ‘Delete’ Cancelling the transaction removes all information from the network. All Pre-Auth transactions are now stored on the network rather than the terminal. When a Pre-Auth is cancelled a message is sent to the relevant acquiring bank to clear the hold on funds. The funds will be cleared automatically by the bank if the cancellation is processed in the same settlement period as the Pre-Auth. If the cancellation is processed in a later settlement period than the Pre-Auth, the hold on funds may take up to one week to be cleared. ‘Open Report’ no longer exists in the Pre-Auth menu. This is because all Pre-Auths are stored on the network rather than on the terminal In-line Tipping allows you or your customer to add tips to purchases using debit as well as credit cards. The Visa and Mastercard mandate requiring PIN validation for all domestic card transactions negates the ability for tips to be signed for on credit card receipts. Inline tipping ensures you retain the additional revenue you receive from tips performed on domestic credit cards as well as simplifying the process. Merchants/Cardholders are prompted to enter the optional tip amount after the purchase amount is entered. The total amount is processed as one transaction but the purchase and the tip are itemised separately on the receipt. Mail Order and Telephone Order The transaction flow has been improved to be more intuitive and allow you to capture CVV information in compliance with security standards. The new flow for processing mail and telephone order transactions is detailed in the user guide on page 11. MAN PAN transactions Transactions can no longer be completed manually after three failed card swipes. Manually entering the card number is still supported on Pre-Auth and Refund transactions. MOV – Manual Offline Vouchers Debit Manual Offline Vouchers (MOV) will no longer be offered as a service. These have been replaced with the improved process called Electronic Offline Vouchers (EOV) - see page 22 for details. Receipt features There are a number of enhancements to receipt features that deliver more functionality and flexibility: • Double height transaction amount clearly shows the outcome of a transaction • Declined transactions are printed in full (NZD$1.00) instead of X’s (NZ$X.XX) • Ability and space to print extra information such as GST numbers, phone numbers, address information, and provide messages such as ‘have a nice day’ at the top of the receipt Recurring Payment Recurring payment is a new feature in the MOTO menu that allows you to process regular payments at predetermined intervals. If you are interested in setting up recurring payments contact your acquiring bank. There are competitive Merchant Service Fees (MSF) for recurring transactions compared to other Card Not Present MSF rates. How to use the recurring payment functionality is explained on page 12. Refund Process The refund process has been updated so that a merchant card is no longer required, instead simply enter your 6 digit merchant password (PIN) to process a refund. Please change your password once you have setup your terminal. Your password is stored on the terminal so our helpdesk staff are unable to retrieve it for you. If you have forgotten your password please call the helpdesk on 0800 EFTPOS and they will assist you in resetting it. Where and how to use your merchant password is explained on page 9. Settlement Process The settlement process has been improved by including more useful information on the receipt. The receipt is now longer. If you choose to install your new terminal at the beginning or end of your trading day, you will not notice any changes to the settlement deposit into your bank account. If you choose to install your new terminal during your trading day, both your old & new terminals will settle and you will notice two settlement deposits processed into your bank account. This will only occur once, on the day following the installation. There are three ways settlement cutover can happen: • Terminal Manual cutover - The settlement cutover function is initiated by you on the terminal and Cutover Settlement Totals receipt is printed • Auto Cutover - Businesses with nonstandard business hours can request a specific settlement time to be set up. No receipt is returned to the terminal but you can initiate a settlement inquiry to obtain totals • End of Day Interchange Cutover - If a terminal has not settled via one of the two methods above, the terminal will automatically cutover at 2200 (10PM) A settlement blackout will be in place between 2200 (10PM) and 2300 (11PM). You are unable to manually settle your terminal within this time period. Settled funds clear your bank account at different times according to when settlement cutover was completed: 19 • Monday to Friday until 2200 (10PM) Funds processed overnight, available next morning • Monday to Friday after 2200 (10PM) Funds processed following night, available following morning • Friday after 2200 (10PM), weekends Funds available by 10am Monday The settlement menu section also has one changed function name: • ‘S&F Totals’ replaces ‘Stored Totals’ Surcharge and Service Fee Are you thinking about upgrading your payment solution? If you are concerned about the costs involved, a surcharge or service fee terminal solution could be right for your business. If you would like to know more please contact us on 0800 EFTPOS (0800 338 767). 20 5 Verifone VX 520 Colour EOV - Electronic Offline Vouchers 21 Electronic Offline Vouchers (EOV) allow you to process transactions offline if your terminal is unable to go online to authorise transactions. terminal faults or is unable to go online, to upload the stored EOV transactions. The card number on the customer copy is truncated. The terminal is permitted to go into EOV While in EOV mode the terminal will attempt to go online every 10 minutes. Once it is able to go online the terminal will upload the stored EOV transactions to our network. mode for any of the following reasons: • Telecommunication errors • Our network unavailable • Power outages What you need to know • System faults • Failure to clear pending transactions There are a number of limits / restrictions applied when a terminal is in EOV mode. These are as follows: EOV is available on both magnetic swipe and chip cards for debit and credit card transactions. EOV is not designed to function as a secondary connectivity option. It is intended as an emergency continuation of processing capability when situations such as a loss of network or connectivity occur. Benefits EOV will lessen the impact of network or communication outages offering you continuity to processing payment. Transactions can still be processed through your terminal in a safe and secure manner when EOV has been enabled, providing you with extra reliability and peace of mind. EOV makes manual offline vouchers a thing of the past and reduces the likelihood of errors. How EOV works If a transaction fails twice, for one of the reasons listed above, the terminal will automatically go into EOV mode. Once in EOV mode, rather than trying to go online to authorise each transaction, the terminal stores the transaction information until it can go online. The full card number is printed on the merchant copy of the receipt, in case the 22 • The maximum dollar amount allowed per EOV transaction is $300 • The maximum number of EOV transactions allowed up until midnight is 200 • The EOV duration period resets at midnight each night • The maximum dollar amount per terminal while in EOV mode is $5,000 for credit and/or debit card transactions • Only one EOV transaction per card, per account, per EOV session is permitted on each terminal • Not all transaction types are permitted in EOV mode. Transactions not permitted are: • -- Cash Advance -- Refund Not all card types are supported in EOV mode; e.g: -- Amex -- Diners -- Proprietary cards; e.g. gift cards, Farmers, etc. • • Your copy of the EOV receipt must be retained in a secure locked location for 12 months. This will enable you to provide a copy if requested by the cardholder’s bank and also obtain payment from your Merchant Acquiring Bank if the terminal is unable to upload the EOV transactions A chip card may override the limits set in the terminal, or even whether an offline transaction is permitted. This is dependent on what rules the card issuer has applied An EOV transaction is only an authorised transaction if ALL of the following conditions are met: • The cardholder must be present at the time of the transaction • The electronic offline receipt is signed by the customer and the signature is comparable with the signature on the card, or if prompted, the PIN is entered • The card transaction doesn’t include any cash out Please note that if the above conditions are not met and the terminal is unable to upload stored EOV transactions, you will be liable for any related losses. How do I know if my terminal is in EOV mode? ‘OFFLINE’ will be displayed in bold red font in the top left corner of the screen. Depending on the card used there may be a signature capture field printed on the receipt. This will be the case for all magnetic swipe transactions as well as some chip transactions. What do I do if my terminal faults or becomes inoperable while it has stored EOV transactions in it? You should contact your Merchant Acquiring Bank for assistance. They will ask for copies of the receipts and once received, the transactions will be processed. If you are unable to provide copies of the receipts they will not be able to process the transactions and you will be liable for any losses sustained as a result. Why won’t some chip cards work in EOV mode? Whether a chip card will allow EOV transactions is dependent on the rules the issuing bank has applied; e.g. a card issuer may have set up a card with a lower transaction limit, or limited a card to a specific number of offline transactions – once this is exceeded the card will decline subsequent offline transactions. Do I always have to get the customers signature? All transactions where a card is swiped will require signature capture. In some cases the terminal may prompt for PIN entry, if a chip card is used. In these instances a signature is not necessary, and a signature line won’t appear on the receipt. How do I know when I must get the customer’s signature? The merchant copy of the receipt will have a signature capture line printed on it, and the terminal will display a prompt stating ‘SIGNATURE REQUIRED’, followed by a prompt to check the signature: ‘SIGNATURE OK? Y / N’. 23 What happens if the customer doesn’t sign the EOV receipt? If the terminal prompts for signature capture, a signature must be obtained for the transaction to be deemed to be approved. If the cardholder queries the transaction with their bank and you can’t produce a signed copy of the receipt you are liable for the chargeback. Also, if the terminal is unable to go online to upload any stored EOV transactions you will be liable for any losses you sustain because a signed receipt could not be provided to your Merchant Acquiring Bank. Why do I have to store the receipts in a secure, locked location? In order to provide the ability to recover transactions that may be lost due to terminal failure, the full card number is printed on the merchant copy of the receipt. This is highly sensitive card data and must be stored securely. Will my mobile or IP terminal operate in EOV mode? Yes, no matter what communication method you use, if connectivity is lost your terminal will go into EOV mode. How many transactions can I process in EOV mode? The terminal will store up to 200 transactions or up to $5000 worth of credit card and/or debit card transactions, up until midnight. At midnight the terminal will reset and another 200 transactions or up to $5000 worth of credit card and/or debit card transactions can be stored. 24 What is the maximum amount per transaction that can be processed in EOV mode? The maximum amount per transaction in EOV mode is $300. Can a Settlement be processed in EOV mode? All EOV transactions must be processed prior to a settlement transaction being attempted. If a settlement is attempted the terminal will display ‘INVALID OFFLINE TRANS’. A successful logon is required. If a Settlement is attempted after a successful logon the terminal will automatically upload the EOV batches prior to performing the Settlement. What happens if a customer uses an expired card while the terminal is in EOV mode? The terminal checks the card expiry date against the terminal’s internal clock. If the card has expired the terminal will display ‘EXPIRED CARD’ and the transaction will not be stored. What should I do if my terminal keeps going into EOV mode? If your terminal goes into EOV mode frequently or for a prolonged period of time you should contact your terminal provider for assistance in identifying the cause. 6 Surcharge and Service Fee Obligations 25 Do you want to offer your customers flexible payment options without increasing your costs? Applying a surcharge can help recoup the cost of accepting credit card transactions while applying a service fee to all electronic transactions is an excellent way to recoup the cost of your payment solution. There are clear legal obligations you must meet if you add a surcharge or service fee to your normal prices. The EFTPOS New Zealand Surcharge & Service Fee Solutions take care of some of these obligations for you, but it is important that you read and understand the full terms and conditions provided when you sign up for a Surcharge or Service Fee Solution. Do I need to tell my customers about the surcharge or service fee? Yes, businesses must clearly identify the full cost to purchase a product or service upfront, so that consumers can make an informed decision about whether to purchase. You must clearly display notices, signs or decals at your physical premises, as well as a notice next to your point of sale, in a minimum of Arial 10 point font, disclosing that you will apply a surcharge fee when payment is made by credit card, or a service fee when payment is made by any card. In the absence of a physical point of sale, such notices or signs must be displayed prominently during an Internet order transaction or communicated clearly in a telephone order, in each case prior to the transaction being processed. We have provided you with a sign to display at your point of sale. 26 When do I need to tell my customers about the fee? The Cardholder must be informed of the rate, amount or method of calculation of the fee at the time of purchase and the Cardholder must have the opportunity to cancel the transaction once the fee has been disclosed. EFTPOS New Zealand’s Surcharge and Service Fee solutions has been developed to meet these obligations by clearly displaying the fee amount on the terminal screen and offering customers the opportunity to cancel the transaction. How do I work out the value of my fee? You can either apply your surcharge or service fee as a flat fee or as a percentage of the transaction amount. You’ll also be able to choose a minimum and maximum transaction amount that triggers your chosen fee. If you opt to apply a surcharge or service fee as a percentage you’ll be able to select minimum and maximum fee amounts. If you choose to apply a surcharge fee to credit card transactions you must ensure the surcharge bears a reasonable relationship to your cost of accepting the credit card. There are also some limits to how much you can charge Surcharge You can choose to apply a surcharge as a flat fee up to $9.00 OR; You can choose to apply a surcharge as a percentage of the transaction amount up to 9%. Service Fee You can choose to apply a service fee as a flat fee up to $20.00 OR; You can choose to apply a service fee as a percentage of the transaction amount up to 20%. Does the fee have to be part of the purchase transaction? Yes, the surcharge or service fee must be processed as part of the total amount of the transaction. We have taken care of this obligation for you as part of our solution. How do I describe the fee to my customers? Inform your customers that you apply a surcharge to payments made using a credit card, which is in line with your cost of acceptance, or a service fee to all payments made using a card. You must not describe the fee as, or inform the cardholder that the fee is, applied by a card scheme, by us or by a third party financial institution. What payments can I apply a fee to? You can apply a surcharge fee to credit cards only. A service fee is applied to all electronic payments. Does the fee amount have to display separately on the receipt? We have taken care of the receipt requirements for you as part of our Surcharge and Service Fee solutions. The transaction amount and fee amount are listed separately on the receipt. 27 7 Verifone VX 520 Colour Terminal Accessories 28 A8419 PAPER ROLLS A8513 SPLASH PROTECTOR ORDER CODE ITEM PRICE (excl. GST) A8513 VX 520 Colour Splash Protector $16.00 A8419 10 Paper Rolls $10.50 A8419 20 Paper Rolls $19.50 A8419 50 Paper Rolls $49.50 A8516 VX 520 Colour Combination Value Pack $9.50 Go to www.eftpos.co.nz/shop-product-list/ or call 0800 EFTPOS, Option 4 to order accessories or stationery. 29 8 Help & Support 30 How to contact us The below table will assist you in directing any queries to the appropriate teams. SERVICE CONTACT Eftpos terminal billing or invoice requirements Call us on 0800 EFTPOS, Option 4 or email us at [email protected] Eftpos terminal not working Call us on 0800 EFTPOS, Option 2 or email us at [email protected] Accessory or stationery orders Order via www.eftpos.co.nz/shop-product-list/, call us on 0800 EFTPOS, Option 4 or email us at [email protected] Updating your account details Call us on 0800 EFTPOS, Option 4 or email us at [email protected] Providing you with an additional terminal or upgrading your terminal Call us on 0800 EFTPOS, Option 1 or email us at [email protected] Talk to us about any concerns you may have Write to PO Box 3457 Wellington 6140, call us on 0800 EFTPOS, Option 4 or email us at [email protected] An enquiry regarding any arrears of your terminal payments Call us on 0800 EFTPOS, Option 4 or email us at [email protected] Network enquiries - EFTPOS NZ Call us on 0800 EFTPOS, Option 4 or email us at [email protected] Transaction listings Call us on 0800 EFTPOS, Option 4 or email us at [email protected] Card processing enquiries, such as Merchant Service Fees billing and settlement enquiries Contact your Merchant Acquiring Bank 31 0800 EFTPOS 0800 338 767 www.eftpos.co.nz EFTPOS New Zealand Limited is a Verifone Company 32