Getting Started A Guide for New Elavon Customers. Ingenico Terminals

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1 Getting Started A Guide for New Elavon Customers Ingenico Terminals

2 1 Welcome Thank You for Selecting Elavon as your Card Payment Processor. We hope to serve you well, and be a trusted supplier for many years to come. A Sound Choice: Elavon is one of the world s largest providers of dedicated end-to-end card payment processing solutions, serving the needs of more than one million customers across Europe and around the world. Our sole focus is on delivering the highest quality and most secure payment solutions with additional value-added products and services to help your business succeed. Benefits: You will benefit from having a 24/7, 365 days a year customer service hotline to resolve any payment issues, deliver terminal solutions, implement changes and upgrades, manage reporting, and support fraud control helping you to drive your overall payment processing time and management costs down. In addition, Elavon s imerchantconnect advanced web-based reporting tool offers consolidated reporting for all of your card payment processing business. This can provide enormous time savings and significantly improve your control over payment processing costs and funding. If you have not already registered for this FREE service it is very easy to do so, please see overleaf for full details. We have put together this guide to help you get started, however; we provide even more helpful information, should you have any additional questions, in our online Resource Centre at Full information on how to contact a customer service representative is also enclosed in the Contacts tab. We are here to support and serve you and will always welcome feedback on how we are doing. Your business is important to our business.

3 2 How to Use Table of Contents Carrying Out a Transaction... 4 Processing Contactless Transactions Batching Your Terminal Restaurant Functionality Hotel Functionality Mail Order/Telephone Order (Cardholder-not-present) Functionality Reprinting Additional Reports GPRS Network Selection Quick Reference Dynamic Currency Conversion (DCC) imerchantconnect Quick Reference... 26

4 Carrying Out a Transaction Retail Sale 1. Press the F key to start the payment application, select SALE and press ENTER 2. Insert Chip Card (into PIN Pad where present, otherwise insert into terminal chip reader) or SWIPE/KEY the number into the terminal 3. Enter the SALE amount and press ENTER 4. If a Chip Card, hand the terminal to the cardholder to enter their PIN (where PIN Pad is present, request the cardholder to enter their PIN) 5. The terminal will prompt to confirm the SALE amount select ENTER or YES to confirm. Select NO to re-key 6. Remove merchant copy receipt by tearing 7. If required, OBTAIN and VERIFY the cardholder s signature on the merchant copy 8. Press ENTER 9. Finally, a cardholder copy receipt is printed For referrals, see the Referrals section Retail Sale with Contactless Enabled 1. Press the F key to start the payment application, select SALE and press ENTER 2. Enter the SALE amount and press ENTER 3. The terminal will prompt to confirm the SALE amount. Press ENTER or YES to confirm or select NO to re-key the SALE amount 4. The terminal will prompt present, swipe, key or insert card a. For Contactless Transactions request the cardholder to present their card to the Contactless reader (at PIN Pad where present, otherwise at terminal card reader). An audible beep will sound indicating that the transaction has been successful Note: Depending on the transaction value, cardholder verification may be required (PIN or signature) b. For chip and PIN transactions request the cardholder to insert their card into the PIN Pad where present, otherwise insert into the terminal device and press ENTER. Request the cardholder to enter their PIN into PIN Pad where present, otherwise enter into the terminal device and press ENTER 5. Remove merchant copy receipt by tearing Section 2 4

5 Note: Contactless transactions are limited to a maximum transaction value which is set by the card issuer. This value is set at country level on the POS device e.g Ireland and UK. DCC Retail Sale 1. Press the F key to start the payment application, select SALE and insert Chip Card (into PIN Pad where present, otherwise insert in terminal chip reader) or SWIPE/KEY the number into the terminal 2. Enter the SALE amount and press ENTER Cardholder must be given the choice of accepting DCC or paying in the local currency 3. The terminal will prompt to confirm the SALE amount select ENTER or YES to confirm. Select NO to re-key 4. Does the cardholder wish to pay in their own currency? (Yes/No/Print rate) 5. For DCC, press ENTER (alternatively the cardholder must press enter on the PIN Pad) 6. If DCC is declined, the option to convert is provided. Select YES to continue without DCC or CONVERT the transaction to DCC 7. If a Chip Card, hand the terminal to the cardholder to enter their PIN (where PIN Pad is present, request the cardholder to enter their PIN) 8. Remove merchant copy receipt by tearing 9. If required, OBTAIN and VERIFY the cardholder s signature on the merchant copy 10. Press ENTER 11. Finally, a cardholder copy receipt is printed Note: DCC will not be offered for Contactless transactions For referrals, see the Referrals section Section 2 5

6 Referrals 1. If your terminal displays the referral screen to the right during your sales transaction contact the AUTHORISATION CENTRE 2. You must telephone the authorisation centre to obtain an authorisation approval code 3. The transaction will automatically cancel and the terminal requires the user to select OK, after which they will be reverted to the Main menu screen Once you have received a voice authorisation and have the authorisation code, repeat the transaction using the FORCE method. SALE (CARD)x CALL Auth Centre MID: REFERRAL B Force Sale/Offline Mode 1. Press the F key to start the payment application, using the Up/Down arrows to scroll through the menu screens, select the NEW TRANS menu option and press ENTER 2. Select FORCE and press ENTER 3. Insert Chip Card (into PIN Pad where present, otherwise insert in the terminal chip reader) or SWIPE/KEY the number into the terminal. If keying, you will be asked for the Card Expiry Date also 4. Enter the FORCE amount and press ENTER 5. The terminal will prompt to key in the AUTHORISATION CODE received over the phone, and press ENTER Note: press key stroke quickly to enter the alpha characters 6. If a Chip Card, hand the terminal to the cardholder to enter their PIN (where PIN Pad is present, request the cardholder to enter their PIN) 7. Remove merchant copy receipt by tearing 8. If required, OBTAIN and VERIFY the cardholder s signature on the merchant copy 9. Press ENTER 10. Finally, a cardholder copy receipt is printed Section 2 6

7 DCC Force Sale/Offline Mode 1. Press the F key to start the payment application. Using the Up/Down arrows to scroll through the menu screens, select the NEW TRANS menu option and press ENTER 2. Select FORCE and press ENTER 3. Insert Chip Card (into PIN Pad where present, otherwise insert in terminal chip reader) or SWIPE/KEY the number into the terminal 4. Enter the FORCE amount and press ENTER Cardholder must be given the choice of accepting DCC or paying in the local currency 5. Does the cardholder wish to pay in their own currency? (Yes/No/Print rate) 6. For DCC, press ENTER (alternatively the cardholder must press enter on the PIN Pad) 7. If DCC is declined, the option to convert is provided. Select YES to continue without DCC or CONVERT the transaction to DCC 8. The terminal will prompt to key in an AUTHORISATION CODE received over the phone, and press ENTER Note: press key stroke quickly to enter the alpha characters 9. If a Chip Card, hand the terminal to the cardholder to enter their PIN (where PIN Pad is present, request the cardholder to enter their PIN) 10. Remove merchant copy receipt by tearing 11. If required, OBTAIN and VERIFY the cardholder s signature on the merchant copy 12. Press ENTER 13. Finally, a cardholder copy receipt is printed Section 2 7

8 Refund 1. Press the F key to start the payment application. Using the Up/Down arrows to scroll through the menu screens, select REFUND and press ENTER 2. Insert Chip Card (into PIN Pad where present, otherwise insert in terminal chip reader) or SWIPE/KEY the number into the terminal 3. Enter the REFUND password (if applicable the default password is 0000). If keying, you will be asked for the Card Expiry Date also 4. Enter the REFUND amount and press ENTER 5. Remove merchant copy receipt by tearing 6. If required, OBTAIN and VERIFY the cardholder s signature on the merchant copy 7. Press ENTER 8. Remove cardholder copy receipt by tearing DCC Refund 1. Press the F key to start the payment application. Using the Up/Down arrows to scroll through the menu screens, select REFUND and press ENTER 2. Insert Chip Card (into PIN Pad where present, otherwise insert in terminal chip reader) or SWIPE/KEY the number into the terminal 3. Enter the REFUND password (if applicable the default password is 0000) If keying, you will be asked for the Card Expiry Date also 4. Confirm if the REFUND is a DCC REFUND (Yes/No) Note: The refund must be completed in the same currency as the original sale transaction. Also, the cardholder must select the rate of the day when processing a DCC Refund 5. Enter the REFUND amount and press ENTER 6. Does the cardholder wish to be refunded in their own currency? (Yes/No/Print rate) Select according to the original sale transaction 7. Remove merchant copy receipt by tearing 8. If required, OBTAIN and VERIFY the cardholder s signature on the merchant copy 9. Press ENTER 10. Remove cardholder copy receipt by tearing Section 2 8

9 Voiding a Transaction 1. Press the F key to start the payment application. Using the Up/Down arrows to scroll through the menu screens, select the VOID menu option and press ENTER 2. Enter your password (if applicable the default password is 0000) 3. Enter the Invoice Number of the original sale receipt and confirm the amount to be voided 4. Confirm if the reason for voiding the transaction is due to suspected fraud (if activated on your terminal) 5. Remove merchant copy receipt by tearing 6. Press ENTER 7. Remove cardholder copy receipt by tearing Section 2 9

10 Voiding a DCC Transaction In the event that the cardholder was not given the choice and does not wish to proceed with the transaction in their own currency, the DCC transaction should be reversed in the following way: 1. Press the F key to start the payment application. Using the Up/Down arrows to scroll through the menu screens - select the VOID menu option and press ENTER 2. Enter your password (if applicable the default password is 0000) 3. Enter the Invoice Number of the original sale receipt and confirm the amount to be voided 4. Confirm if the reason for voiding the transaction is due to suspected fraud (if activated on your terminal) 5. Remove merchant copy receipt by tearing 6. Press ENTER and the cardholder copy is printed and the transaction is voided 7. Remove cardholder copy receipt by tearing 8. Insert Chip Card (into PIN Pad where present, otherwise insert in terminal chip reader) or SWIPE/KEY the number into the terminal. Alternatively press the F key to start the payment application and select SALE 9. Enter the SALE amount and press ENTER 10. The terminal will prompt to confirm the SALE amount press ENTER to confirm the SALE amount. Select NO to re-key the SALE amount 11. Select NO when prompted for DCC (alternatively the cardholder must select NO on the PIN Pad) 12. Complete the transaction Terminal Report Types The terminal can generate the following reports: 1. Summary Report 2. Audit Report 3. Server Report (if applicable) 4. Saved EOD Report 5. Shift Totals (if applicable) Section 2 10

11 Processing Contactless Transactions Step 1 Enter the TRANSACTION amount and press ENTER. Since the amount is less than the Contactless transaction limit the customer is given the option of paying using Contactless or chip and PIN. Step 2 For a Contactless transaction the customer should hold their card to the Contactless reader. Step 3 Once all four lights on the Contactless reader have illuminated and an audible beep is heard, the transaction is complete. The terminal will now print receipts confirming that the transaction has been successful and is complete. All transactions above the Contactless limit should be completed as standard chip and PIN transactions. For more information please visit our Customer Welcome Centre: Section 2 11

12 Batching Your Terminal Batch/End of Day 1. Press the F key to start the payment application. Using the Up/Down arrows to scroll through the menu screens, select BATCH and press ENTER 2. Select END OF DAY and press ENTER 3. Enter your user password (if applicable the default password is 0000) 4. Totals are displayed press YES to confirm the sale and refund totals 5. The terminal prints a GBOK report on successful End of Day If End of Day fails, please call Customer Service (refer to Section 4 Contacts) Section 2 12

13 Restaurant Functionality Adding/Removing Servers/Cashiers To add a server: 1. Press the F key to start the payment application. Using the Up/Down arrows to scroll through the menu screens, select the SERVER menu option and press ENTER 2. Enter your user password (if applicable the default password is 0000) 3. Select ADD/RMV and press ENTER 4. Enter the Server/Cashier number and press ENTER 5. Enter the Server/Cashier name (if activated on your terminal) and press ENTER. Press key stroke quickly to enter alpha characters 6. Enter a unique 4 digit password applicable only to that particular server (if activated on your terminal) and press ENTER 7. Terminal will prompt for the password to be confirmed, enter this again and press ENTER 8. Terminal will prompt Sign On? Press ENTER and select YES to activate the server To remove a server: 1. Press the F key to start the payment application. Using the Up/Down arrows to scroll through the menu screens, select the SERVER menu option and press ENTER 2. Enter your user password (if applicable the default password is 0000) 3. Select ADD/RMV and press ENTER 4. Enter the Server Number you wish to remove 5. Enter the unique password applicable only to that particular server and press ENTER 6. Terminal will prompt Sign Off? Press ENTER and select YES to deactivate the server Section 2 13

14 Restaurant Sale 1. Press the F key to start the payment application, select SALE and press ENTER 2. Insert Chip Card (into PIN Pad where present, otherwise insert into terminal chip reader) or SWIPE/KEY the number into the terminal 3. Enter Server Number and Table Number (if activated on your terminal) 4. Enter SALE amount and press ENTER 5. The terminal will prompt to confirm the SALE amount press ENTER or YES to confirm the SALE amount. Select NO to re-key the SALE amount 6. Enter TIP amount (Yes/No) if activated on your terminal Note: The cardholder now has the option to enter the tip and confirm the amount 7. Confirm TOTAL including TIP amount 8. If a Chip Card, hand the terminal to the cardholder to enter their PIN (where PIN Pad is present, request the cardholder to enter their PIN) 9. Remove merchant copy receipt by tearing 10. If required, OBTAIN and VERIFY the cardholder s signature on the merchant copy 11. Press ENTER 12. Finally, a cardholder copy receipt is printed For referrals, see the Referrals section Adding a TIP After Sale 1. Press the F key to start the payment application. Using the Up/Down arrows to scroll through the menu screens, select ADJUST and press ENTER 2. Enter the Invoice Number from the original sale receipt 3. Enter the TOTAL amount of the transaction (base amount including the TIP amount as indicated by the cardholder on the receipt) 4. Confirm the TOTAL, including TIP (Yes/No) 5. Tip receipt will print (if activated) Section 2 14

15 DCC Restaurant Sale 1. Press the F key to start the payment application, select SALE and insert Chip Card (into PIN Pad where present otherwise insert into terminal chip reader) or SWIPE/KEY the number into the terminal 2. Enter Server Number and Table Number (if activated on your terminal) 3. Enter SALE amount and press ENTER 4. The terminal will prompt to confirm the SALE amount press ENTER to confirm the SALE amount. Select NO to re-key the SALE amount 5. Enter TIP amount (Yes/No) if activated on your terminal Cardholder must be given the choice of accepting DCC or paying in the local currency 6. Does the cardholder wish to pay in their own currency? (Yes/No/Print rate) 7. For DCC, press ENTER (alternatively the cardholder must press enter on the PIN Pad) 8. If DCC is declined, the option to convert is provided. Select YES to continue without DCC or CONVERT the transaction to DCC 9. If a Chip Card, hand the terminal to the cardholder to enter their PIN (where PIN Pad is present, request the cardholder to enter their PIN) 10. Remove merchant copy receipt by tearing 11. If required, OBTAIN and VERIFY the cardholder s signature on the merchant copy 12. Press ENTER 13. Finally, a cardholder receipt is printed For referrals, see the Referrals section Adding a TIP After Sale (In the Cardholder s Currency) 1. Press the F key to start the payment application. Using the Up/Down arrows to scroll through the menu screens, select the ADJUST menu option and press ENTER 2. Enter the Invoice Number from the original sale receipt 3. Enter the TOTAL amount of the transaction (base amount including the TIP amount as indicated by the cardholder on the receipt). If DCC was originally accepted by the cardholder, the tip will be entered in the cardholder s currency 4. Confirm the total, including TIP (Yes/No) 5. Tip receipt will print (if activated) Section 2 15

16 Hotel Functionality Pre-Authorisation/Check In 1. Press the F key to start the payment application. Select PRE-AUTH and press ENTER 2. Insert Chip Card (into PIN Pad where present, otherwise insert in terminal chip reader) or SWIPE/KEY the number into the terminal 3. Enter PRE-AUTH amount and press ENTER 4. If a Chip Card, hand the terminal to the cardholder to enter their PIN (where PIN Pad is present, request the cardholder to enter their PIN) 5. Remove merchant copy receipt by tearing 6. If required, OBTAIN and VERIFY the cardholder s signature on the merchant copy. If the cardholder is not present at check in, no space for signature will be provided 7. Press ENTER 8. Finally, a cardholder copy receipt is printed Completion/Check Out Note: The Host Reference Number is required from the original Pre-Auth transaction 1. Press the F key to start the payment application. Select COMPLETION and press ENTER 2. Insert Chip Card (into PIN Pad where present, otherwise insert in terminal chip reader) or SWIPE/KEY the number into the terminal 3. Enter the COMPLETION amount and press ENTER 4. Enter the Host Reference Number and press ENTER 5. If a Chip Card, hand the terminal to the cardholder to enter their PIN (where PIN Pad is present, request the cardholder to enter their PIN) 6. Remove merchant copy receipt by tearing 7. If required, OBTAIN and VERIFY the cardholder s signature on the merchant copy 8. Press ENTER 9. Finally, a cardholder copy receipt is printed For referrals, see the Referrals section Section 2 16

17 DCC Pre-Authorisation/Check In 1. Press the F key to start the payment application. Select PRE-AUTH and press ENTER 2. Insert Chip Card (into PIN Pad where present, otherwise insert in terminal chip reader) or SWIPE/KEY the number into the terminal 3. Enter PRE-AUTH amount and press ENTER Cardholder must be given the choice of accepting DCC or paying in the local currency 4. Does the cardholder wish to pay in their own currency? (Yes/No/Print rate) 5. For DCC, press ENTER (alternatively the cardholder must press enter on the PIN Pad) 6. If DCC is declined, the option to convert is provided. Select YES to continue without DCC or CONVERT the transaction to DCC 7. If a Chip Card, hand the terminal to the cardholder to enter their PIN (where PIN Pad is present, request the cardholder to enter their PIN) 8. Remove merchant copy receipt by tearing 9. If required, OBTAIN and VERIFY the cardholder s signature on the merchant copy. If the cardholder is not present at check in, no space for signature will be provided 10. Press ENTER 11. Finally, a cardholder receipt is printed Section 2 17

18 DCC Completion/Check Out Note: The Host Reference Number is required from the original Pre-Auth transaction 1. Press the F key to start the payment application. Select COMPLETION and press ENTER 2. Insert Chip Card (into PIN Pad where present, otherwise insert in terminal chip reader) or SWIPE/KEY the number into the terminal 3. Enter the COMPLETION amount and press ENTER Cardholder must be given the choice of accepting DCC or paying in the local currency 4. Does the cardholder wish to pay in their own currency? (Yes/No/Print rate) 5. For DCC, press ENTER (alternatively the cardholder must press enter on the PIN Pad) 6. If DCC is declined, the option to convert is provided. Select YES to continue without DCC or CONVERT the transaction to DCC 7. Enter the Host Reference Number and press ENTER 8. If a Chip Card, hand the terminal to the cardholder to enter their PIN (where PIN Pad is present, request the cardholder to enter their PIN) 9. Remove merchant copy receipt by tearing 10. If required, OBTAIN and VERIFY the cardholder s signature on the merchant copy 11. Press ENTER 12. Finally, a cardholder copy receipt is printed For referrals, see the Referrals section Pre-Authorisation Reversal 1. Press the F key to start the payment application. Select PRE-AUTH Reversal and press ENTER 2. Insert Chip Card (into PIN Pad where present, otherwise insert in terminal chip reader) or SWIPE/KEY the number into the terminal 3. Enter PRE-AUTH amount and press ENTER 4. Enter the Host Reference Number and press ENTER 5. Remove merchant copy receipt by tearing 6. Press ENTER 7. Finally, a cardholder copy receipt is printed Section 2 18

19 Mail Order/Telephone Order (Cardholder-Not-Present) Functionality Mail Order/Telephone Order (MOTO) Sale 1. Press the F key to start the payment application, select MOTO SALE and enter the Card Number into the terminal 2. Enter the Card Expiry Date and press ENTER 3. Indicate if the CVV2 number is: a. Not Present If selected terminal will prompt for AVS details b. Present Enter CVV2 and press ENTER. Then enter AVS details c. Illegible If selected, terminal will prompt for AVS details d. Absent If selected, terminal will prompt for AVS details 4. Enter the SALE amount and press ENTER 5. Select ACCEPT or REJECT as prompted if AVS is displayed on screen 6. Remove merchant copy receipt by tearing 7. Press ENTER and remove cardholder copy receipt by tearing For referrals, see the Referrals section Mail Order/Telephone Order (MOTO) Refund 1. Press the F key to start the payment application. Select MOTO REFUND and enter the Card Number into the terminal 2. Enter the Card Expiry Date and press ENTER 3. Enter the REFUND password (if applicable the default password is 0000) 4. Enter the REFUND amount and press ENTER 5. Remove merchant copy receipt by tearing 6. Press ENTER 7. Remove cardholder copy receipt by tearing Section 2 19

20 DCC (MOTO) Sale 1. Press the F key to start the payment application, select MOTO SALE and enter the Card Number into the terminal 2. Enter the Card Expiry Date and press ENTER 3. Indicate if the CVV2 number is: a. Not Present If selected, enter AVS details and press ENTER b. Present Enter CVV2 and press ENTER. Then enter AVS details c. Illegible If selected, terminal will prompt for AVS details d. Absent If selected, terminal will prompt for AVS details 4. Enter the SALE amount and press ENTER Cardholder must be given the choice of accepting DCC or paying in the local currency 5. Does the cardholder wish to pay in their own currency? (Yes/No/Print rate) 6. For DCC, press ENTER 7. If DCC is declined, the option to convert is provided. Select YES to continue without DCC or CONVERT the transaction to DCC 8. Select ACCEPT or REJECT as prompted if AVS is displayed on screen 9. Remove merchant copy receipt by tearing 10. Press ENTER and remove cardholder copy receipt by tearing For referrals, see the Referrals section DCC (MOTO) Refund 1. Press the F key to start the payment application. Select MOTO REFUND and enter the Card Number into the terminal 2. Enter the Card Expiry Date and press ENTER 3. Enter the REFUND password (if applicable the default password is 0000) 4. Confirm if the REFUND is a DCC REFUND (Yes/No) Note: The refund must be completed in the same currency as the original sale transaction 5. Enter the REFUND amount and press ENTER 6. Does the cardholder wish to be refunded in their own currency? (Yes/No/Print rate) 7. Remove merchant copy receipt by tearing 8. Press ENTER and remove the cardholder copy receipt by tearing Section 2 20

21 Reprinting Additional Reports Reprint your last receipt 1. Press the F key to start the payment application. Using the Up/Down arrows to scroll through the menu screens select the REPORTS menu option and press ENTER 2. Select REPRINT 3. Enter USER Password (the default password is 0000) 4. Select LAST for the last receipt or BY INVOICE NUMBER Reprint your last End of the Day report 1. Press the F key to start the payment application. Using the Up/Down arrows to scroll through the menu screens select the REPORTS menu option and press ENTER 2. Using the Up/Down arrows to scroll through the menu screens select the SAVED EOD menu option and press ENTER 3. Enter USER Password (the default password is 0000) Reprint a summary of transactions from your terminal 1. Press the F key to start the payment application. Using the Up/Down arrows to scroll through the menu screens select the REPORTS menu option and press ENTER 2. Select AUDIT 3. Enter USER Password (the default password is 0000) Section 2 21

22 Reprint a Shift Summary of transactions from your terminal 1. Press the F key to start the payment application. Using the Up/Down arrows to scroll through the menu screens select the REPORTS menu option and press ENTER 2. Select AUDIT 3. Enter USER Password (the default password is 0000) 4. Enter SHIFT NUMBER Reprint Servers logged on to your terminal 1. Press the F key to start the payment application. Using the Up/Down arrows to scroll through the menu screens select SERVERS and press ENTER 2. Select REPORTS 3. Terminal will print all servers that are logged on Section 2 22

23 GPRS Network Selection Quick Reference Elavon s mobile terminals process payment transactions through multiple carriers in each country, e.g. Vodafone and 02. We recognise that connecting to the strongest network doesn t always mean that the network in question is the best for your needs. Therefore we provide an option allowing you to choose which network you wish to connect to. This reference guide provides details on how to configure the terminal to manually select a network carrier of your choice. Step 1: Checking Current Network Carrier 1. The current network carrier in use can be seen at the top menu bar on the main screen of the terminal: Step 2: Changing Carrier (continued) 2. Scroll down through the terminal menu and select TERMINAL CONFIG Step 2: Changing Carrier (continued) 5. The terminal will display the below information, select Edit to switch to Manual Network selection Sale Refund Batch GPRS Vodafone Acq. Param. EMV DEBUG Terminal Terminal Config GPRS Network Provider Network: 02 IRL Automatic: ON CANCEL EDIT Step 2: Changing Carrier The following steps should be taken to search for an alternative network carrier: 1. Press F to access the main menu, then scroll down through the terminal menu and select TERMINAL 3. You will now be presented with the Profile Number screen shown below. Press Enter on the terminal Profile Number: Profile Number 6. Select No on the GPRS Network Provider Screen shown below GPRS Network Provider Automatic Registration No Yes Reports New Trans Terminal GPRS Vodafone 4. Select Yes on the GPRS Setup Screen shown below GPRS Setup Network Registration No Yes 7. The terminal will then create a provider list for all available carrier networks. Select the carrier of choice O2 Vodafone Orange Select Provider Section 2 23

24 Dynamic Currency Conversion Introduction Dynamic Currency Conversion, DCC, allows customers with overseas issued Visa & MasterCard credit and debit cards to pay in their home currency at the point of purchase Elavon s DCC system operates within the requirements set by Visa & MasterCard How Does DCC Work? Automatically The card reader detects eligible cards and alerts you to that fact that the transaction amount can be converted You must always remember to ask the customer if they would like to pay in their home currency or in local currency Transparently Each receipt shows: The amount in local currency The exchange rate applied The amount in the card holder s currency How to Offer DCC Insert your customer s card into the card reader it tells you if the card is eligible for DCC Ask the customer if they would like to pay in the local currency or in their home currency Tell the customer that the card machine can do the conversion right now at a competitive exchange rate Customer says YES simply press accept on the card reader Section 2 24

25 How to Offer DCC Explain the benefits of DCC: Very competitive exchange rates backed by Elavon s Best Rate Guarantee Cost certainty No hidden charges the cardholder knows exactly what will appear on their bank statement Their card issuing bank should not apply any additional fees Benefits to the Cardholder Instant conversion to prices they can understand using that day s exchange rate Very competitive exchange rates updated daily and a Best Rate Guarantee (see Best Rate Guarantee, below) No shocks when they receive their credit card bills. They know exactly how much was spent in their home currency There are no hidden foreign exchange commission charges for the cardholder Enables timely submission of expense reports for corporate travellers Best Rate Guarantee If the customer returns home to find that their issuing bank offered a better exchange rate on the day of purchase then they can make a claim to Elavon to have the difference refunded To make a claim they just go to Benefits for Your Business An excellent customer service No cost to you Rebates to your business Funds are settled in your local currency. The conversion rate is clearly indicated in End of the Day or End of Shift Point-of-Sale reports in both currencies Your monthly statement shows the DCC rebate you have earned Reduced risk of chargebacks since the cardholder is not disputing an amount that he/she does not recognise Section 2 25

26 imerchantconnect Quick Reference Your secure, easy-to-use, always available, online resource for account information. Introduction imerchantconnect is Elavon s all-inclusive FREE online reporting and statement tool that allows a customer to securely monitor their account at any time of the day. System Requirements: Web browser- Microsoft Internet Explorer (recommended) Adobe Reader & Adobe Flash Reader Microsoft Excel 2003 or higher Logging on In the address box of your Web browser, type the following: If you are a new customer that has provided us with an address, your user ID is sent to you in a Welcome to imerchantconnect (Reporting Tool from ELAVON) . A temporary password is sent to you in a separate . When you log on for the first time, the system prompts you to immediately change the temporary password to a new personal password. When you are changing your temporary password, it will require you to define a Password Hint Question and Answer that are used to confirm your identity if you forget your password and need to request a new one. Change Your Password Update your Password/Login Information Your new password must meet the criteria listed at right: Old Password * New Password * Confirm Your Password * Password Hint Question * Select a Password Hint Question Password Hint Answer * Update Login Information Section 2 26

27 Changing Your Password Your new password must: Be at least eight characters in length Not contain the username or the word password Not be the same as any of the previous ten passwords Contain characters from three of the following four groups: English uppercase characters (A Z) English lowercase characters (a z) Digits (0 9) Special characters # $ %?) Site Organisation imerchantconnect is easy to use, incorporating standard Internet navigation features including tabs, links and buttons. These are the tabs you will see once you login to the website: Home: The first page you see after you successfully log on to the imerchantconnect site. This tab will provide useful information like Frequently Asked Questions and Merchant News. In the Merchant News section, you can find details on PCI, Elavon s consumables website and information like, How to Avoid Exception Fees. Reports & Statements: This is where you can generate your statement and run reports. Help, Documentation & Training: Provides links to the main help menu, user documentation such as quick reference guides and the imerchantconnect Report Portfolio (PDF files), and interactive tutorial(s) that guide you through using the site for defining and generating your reports. My Account: Provides links to information related to managing your user account, such as changing your password and editing your reporting contact information. Section 2 27

28 Statement Search Once you are logged in, choose Proceed to Statements/Invoices shown on the home page, choose date range for statement you are looking for and select Generate Report. You will be presented with a blue spinning circle to advise that the statement is being requested. Once the statement is returned in the bottom right hand section of the page, you will need to scroll down the page and click on the date that is shown as a blue hyperlink to open the PDF Statement. You will then be prompted with the options to Open, Save or Close. How do I Print the Statement? To print a statement you need to open it first in pdf format. To print, simply click on the printer icon. Section 2 28

29 Payment Search How do I Check What Has Been Paid into my Bank Account? From the dropdown list of reports on the Reports & Statements tab, select Payments List. The system will automatically set up Payment Date as the last 30 days, so you must change this to the date range you require. Click on Generate Report and the report will return showing you information on when and how much has been paid into your bank account. Payment Search How do I Check From Which Batch my Monthly Fees Were Taken? From the dropdown list of reports on the Reports & Statements tab, select Payments List. Select Payment Date between last week of previous and first week of next month and click on Generate Report. Click on the blue hyperlink with a Payment Reference Number. Please note that your monthly fees will be deducted from the first payment of the following month so make sure you choose the correct date. Payment Details report will be displayed and you will see that Payment Amount is smaller than Gross (Settlement) Amount. Amount of fees deducted will appear in brackets as the last item under the Payment Breakdown section. A breakdown of applied fees is also visible on the monthly Statement. Payment Search How do I Check if Last/Previous Batch Went Through on the Terminal? From the dropdown list of reports on the Reports & Statements tab, choose Batches Submitted report and pick a date range. The system will automatically select Submission Date from the last 3 days. This can be changed to any date range you require. Select your search criteria by choosing your hierarchy and your date ranges and click the Generate Report button. Section 2 29

30 You will be presented with a blue spinning circle to advise that the data is being requested. Once the data is returned in the bottom right hand section of the page, you will need to scroll down the page and view the report output; this report will list all batches that have been sent in for processing. Transaction Search by Date How do I Check if a Transaction (Sale or Refund) Has Been Paid Out? From the dropdown list of reports on the Reports & Statements tab, select Transactions Funded List. The system will automatically set up the payment date as the previous day, so you must change this to the date range you require. Once you select Generate Report the system will search and list all transactions processed and funded within the provided date range. Ensure to scroll across to see full transaction information like the payment reference number, submission date, transaction date and time, amount and card details. You can click on any of the blue hyperlinks and it will expand the information. Transaction Search by Card Number From the dropdown list of reports on the Report & Statement tab, select Transactions Funded List, if you want to check a paid transaction; or select Transactions Submitted, if you want to check a transaction which has been sent in but may not be paid yet. You can specify your search by giving information like Card Number, transaction amount or terminal ID. This can be used in cases where you have the card details but you are not sure if, or when, a transaction or refund was processed. Section 2 30

31 To enter a full Card Number click on CCN box next to Card Number search option. Type in a card number (masked or unmasked) and click OK. Once you press Generate Report the system will search and list all transactions processed or funded within the provided date range for the Card Number entered. Available Reports The standard report set available to all customers includes the following reports: Statements: Provides your PDF billing or funding statement. Funding Reporting: displays paid information: Payments List: displays data for how much a customer was paid. If you run the report in html format, you can drill down to further payment information in these reports: Payments Details report will give you a breakout of the final amount a customer is paid after all fees are deducted. CSV Download and Download Excel reports will provide a list of all transaction items that made up that total payment amount. Batches Funded List: displays a list of batches that have been paid. If you run the report in html format, you can drill down to further batch information in the Batches Funded Details report. Transactions Funded List: displays a list of transactions from within a specific batch sent by a customer that have been paid. If you run the report in html format, you can drill down to further transaction information in the Transactions Funded Details report. Merchant Detail My Summary: displays summary performance data (payment and chargeback credits/debits). It also includes the customer s legal and Doing Business As (DBA) address information, and associated business contacts. Section 2 31

32 Unfunded Reporting: displays unpaid information: Unpaid List: contains a list of batches that are waiting to be paid. If you run the report in html format, you can drill down to further unpaid batch information in the Unpaid Details report. Unpaid Transactions List: displays a list of transactions that are waiting to be paid. If you run the report in html format, you can drill down to further unpaid transaction information in the Unpaid Transaction Details report. Submitted Reporting: displays batches and transactions sent for processing: Batches Submitted: provides a list of batches sent in for processing. This report can be used to reconcile against your Batch/End of Day from your POS terminal. Transactions Submitted: provides a list of paid and unpaid transactions from within a batch submitted by a customer. This report can be used to reconcile against your Batch/End of Day from your POS terminal. Chargeback Reporting: Chargeback List: contains a list of chargeback transactions that have a financial impact to your bank account. This includes debit or credit posted chargeback activities, representments with customer response and straight representments. If you run the report in html format, you can drill down to further chargeback information in the Retrieval Chargeback Details report. Retrieval List: contains a list of retrievals for a customer. Non-Financial Chargeback List: contains a list of arbitrations and compliance chargeback transactions that have a customer impact. Chargeback Summary per Reason Code: provides counts and amounts of successfully defended chargebacks (where you provided the necessary documentation) and unsuccessfully defended chargebacks (where the amounts were debited from your bank account). Section 2 32

33 Additional Reports Based on your business needs, you can request other reports to be added to your account, such as: Authorisations: provides a list of all transactions that have been authorised. The customer can see all transactions including approved, declined and referred transactions. For declined transactions, you will be able to see the issuer response of why it was declined. Billing Summary: provides a summary per Merchant ID of all the billed fees, these billed fees can include the merchant service charge per card plan, exception fees, activity fees, equipment fees and DCC rebate. The total charges including VAT will match exactly to what is shown on your billing statement/invoice. DCC Terminal Performance: provides the count and volume of potential, actual and processed DCC transactions, the estimated rebate received and lost and the DCC take up percentage at terminal ID level. Payment Summary: displays the customer funded amounts, along with the batch, chargeback, representment, and adjustment amounts that make up the funded amount. Exception Analysis: provides customer with details related to exception surcharges and the level of exception activity at their outlets. Section 2 33

34 3 Security Table of Contents Understanding Cardholder Data Security... Guide to Safeguarding Card Transactions... Facts about Retrievals and Chargebacks

35 Understanding Cardholder Data Security Accepting card payments requires you are PCI Compliant PCI Compliance begins the moment you become an Elavon customer! Introduction/Education Did you know that 90% of all breaches occur at small businesses just like yours each year? An average data breach costs a customer 26000/ in fines, fees and forensic costs. Are you doing all you can to protect your bottom line and reputation? Data security has become a primary consideration for every business that accepts credit and debit cards for the payment of goods and/or services. To promote the security of the credit and debit card systems, the major card brands established the Payment Card Industry Council (PCI) to oversee its Data Security Standards (DSS). Protecting Cardholder Data Customers of all sizes must ensure that cardholder data is protected from a security breach. A typical breach costs a small business 26000/ 30000, but can run much higher depending on the number of cards compromised. To protect cardholder data and mitigate financial exposure, it is imperative that all customers validate and maintain PCI-DSS compliance. Point-Of-Sale Solutions Elavon understands the way you accept payments varies greatly depending on your business and point-of-sale (POS) configuration. That s why we offer a wide variety of debit/credit card payment solutions to meet the needs of business environments, from bricks-and-mortar to mail-order/telephone-order and e-commerce. Whatever your business needs, count on Elavon to deliver. Section 3 35

36 Elavon s PCI Program Elavon realises the importance of cardholder data security and wants to help you avoid fines, fees and other costs associated with a breach. Elavon s PCI Compliance Program takes a comprehensive approach to help your business securely manage cardholder data and ensure compliance, while protecting your reputation and your bottom line. Elavon s program is focused on three key areas: Education: materials and information to help you understand PCI-DSS compliance. Validation: tools to help you validate and demonstrate compliance as required by PCI-DSS. Financial Protection: programs to limit your financial exposure should a data breach occur. Secure Your Business To help protect your business, Elavon s PCI Compliance Program makes learning about PCI and validating compliance simple. Through our PCI website, you gain valuable knowledge and access to tools: Compliance education and tips on protecting cardholder data. You ll find an overview of PCI, a comprehensive list of Frequently Asked Questions and links to industry resources. Access an online portal to complete the required annual Self-Assessment Questionnaire (SAQ) and POS/PMS system scanning that may be required. Learn more about PCI Breach Protection, Elavon s financial coverage if a breach does occur. Get assistance from PCI Compliance experts. RETAIL FOOD & BEVERAGE HOSPITALITY FINANCIAL SERVICES NONPROFIT HEALTH & BEAUTY HIGH TECHNOLOGY ADULT ENTERTAINMENT AUTOMOTIVE SERVICES HIGHER EDUCATION BUSINESS SERVICES ENTERTAINMENT INSURANCE MUNICIPALITY ENERGY SERVICE 45% 24% 9% 7% 3% 2% 2% 1% 1% 1% 1% 1% 1% 1% 1% INDUSTRIES TARGETED Section 3 36

37 Guide to Safeguarding Card Transactions Your secure, easy-to-use, always available, online resource for account information. Introduction It is important that your business minimises fraud risk, therefore; training and on-going education efforts are vital to ensure that your employees understand and continue to follow appropriate card acceptance and data security procedures for all transactions. 1. It is important to thoroughly check the card details presented to you to help guard against card fraud. 2. It is important that you only accept and process cards that have been authorised by the cardholder s issuing bank. If you fail to comply with any verbal or written instructions from your bank, your submission may be rejected and individual transactions may be charged back to your business. If your business is unfortunate and is targeted by fraudulent activity, your account may suffer a financial loss. Ultimately your agreement may be terminated if it is deemed that you did not comply with correct practice. Remember, authorisation does not guarantee payment it does not prove that the legitimate cardholder is presenting the card details. BE SAFE, BE VIGILANT! Section 3 37

38 Card Acceptance There are two main categories of card acceptance: Card Present Transactions: Where the cardholder presents their card at the point of sale for payment. You are required to take all reasonable steps in order to ensure that the card, the cardholder, and the transaction are legitimate. A Chip and PIN verified sale is the safest method of accepting payment in a card present environment. If the card is not Chip and PIN enabled then it is acceptable to swipe the card through the terminal and obtain a signature, making sure the signature on the back of the card matches that on the receipt. There is an option to fall back to signature on a Chip Card (if there is an issue with the chip), however; by bypassing Chip and PIN, you may open yourself up to chargeback liability, so this should be implemented sparingly and only in situations when you know the customer. If a card is swiped, please ensure that the card number on the printed receipt matches the number on the card, which may be embossed. Card Not Present Transactions: Where the card or cardholder is not present when the transaction is being completed. Card Not Present transactions represent the highest risk in payment processing; validation can be tricky and in all cases of chargebacks your business is 100% liable. The onus therefore is always on you/your staff to ensure that the transaction is genuine and the customers are who they claim to be. Section 3 38

39 There are two main types of card not present processing: Mail Order/Telephone Orders (MO/TO) This is the riskiest area of card not present processing as there is virtually no way of 100% validating that the customers are who they claim to be. The best way to explain the pitfalls of MO/TO is as follows: if a newly issued card has been intercepted in the post by a fraudster, they will have full Card Number & CVV2 number as well as the registered name and address. This information is sufficient to get past most security checks available. The sale appears genuine, but is fraudulent, and the genuine cardholder is entitled to their money back with your business footing the bill. While we would still advocate completing AVS (UK only) and CVV2 checks as well as ensuring the items are being delivered to the cardholders registered address, the risk is significant and orders should be properly assessed before proceeding. MO/TO transactions should be taken in the knowledge that the sale cannot be validated easily and that ultimately the liability lies with your business. MO/TO Processing Tips 1. Be vigilant with orders, is there something strange about what the customer is asking for? Fraudsters are looking to maximise profit from a stolen card so are less likely to care about price or availability. 2. Question the contents of an order, does the quantity of items appear excessive for one person? 3. With international orders, question whether the product they are ordering may be available cheaper to the customer in the country they live. Customers always look for the best price, and with international shipping, is it likely the product can be found in their own country. 4. Be very wary of customers who say they will send their own courier to collect goods. 5. Never take additional funds off a card to wire money to an account at the request of the cardholder. 6. If an order seems too good to be true it usually is, look past the potential profit and analyse the situation properly. 7. Be wary should a customer provide you with several card numbers at once. Contact the Authorisation Centre and complete a Code 10. Section 3 39

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