Quick Reference Guide

Transcription

1 First National Bank - a division of FirstRand Bank Limited. An Authorised Financial Services and Credit Provider (NCRCP20). Merchant Services Making card transaction faster. Quick Reference Guide Gemalto MagIC³ RETAIL Merchant Services Helpdesk Contact Number Bloemfontein Western Cape (CT) KwaZulu Natal (DBN) Gauteng (JHB) Eastern Cape (PE) Pretoria Merchant Services Authorisation Centres Bloemfontein Western Cape (CT) KwaZulu Natal (DBN) Gauteng (JHB) Eastern Cape (PE) Pretoria

2 Merchant Services quick reference guide This guide has been designed to assist you with the different functions and transaction flows that are available on your Terminal. Note: randomised 4 digit number In our continuous efforts to fight fraud we have introduced the randomised 4 digit process to all transaction flows. This means that when you swipe the customers card the terminal will, as an added security feature, prompt you to enter a randomly selected 4 digits of the card number, as it appears on the card, on the terminal. You will not be able to proceed with the transaction until the correct 4 digits requested, have been entered correctly. Purchase: Swipe customer card Select the purchase option and press enter Type in Amount Debit Card Choose account Credit Card Enter randomised 4 digits of customer s card To confirm Amount, press Enter Debit Card Cardholder types in PIN Slips Print To confirm signature, press Enter If signature differ, press cancel Supervisor Card & PIN will be required and the transaction will be reversed 2 Slips will print. Please ensure that the cardholder sign the merchant slip. Hand the cardholder slip to the client Notes on the purchase transaction: The device dials out if over the floor limit and will come back with a response: Approve, Decline, Please Call etc The device will print an approved or declined slip It the transaction is approved, merchant copy prints Request cardholder to sign the slip Check if the signature at the back of the card matches the signature on the signed voucher Only the owner of the card is allowed to purchase on the card Purchase Budget facility (The purchase Amount must be over R200) Swipe customer card Select Purchase

3 Type in Amount Select Budget Type in number of months (3-60) Enter randomised 4 digits of customer card requested Unique referencing This option can be enabled on your terminal for the primary purpose of linking a particular sale to the card that was used for payment. This number can be added to the transaction flow of the transaction, but no validation will take place. The number can be an invoice, membership, student, prescription, order, policy or any kind of number that is used for internal reconciliation purposes. Note: The number will print on the slips but will not reflect on the cardholder s statement. (Refer to Supervisor Menu later in the guide) Option screen will appear Scroll down to enable Press cancel x 3 Purchase with a reference number: Swipe card Select retail Select purchase Enter a ref number Enter a generic number Enter purchase Amount Select cheque or savings on the pad Terminal prints customers copy for signature. Purchase with Alpha s included in the reference number: Steps to enable the unique ref number: Press menu x1 Select APP Operation Menu will appear Select supervisor menu Enter supervisor number Press 01 Enter supervisor Select terminal option 2 Select option 5 Number option Swipe card Select retail Select purchase Enter Alpha (Same as cell phone ) Enter purchase Amount Select cheque or savings on pad Terminal prints customers copy for signature. Options reflecting on screen when

4 adding a reference number: SP Space between the alphas BS back space if you need to remove an incorrect alpha Num Number Upp Upper case Alphas Low Lower case Alphas If you have a reference number with 2 different alphas that are on the same key, you will need to press the first alpha and then the second alpha. Steps to disable the unique ref number: Press menu x1 Scroll down to APP Operation Menu will appear Select supervisor menu Enter supervisor number Press 01 Enter supervisor Select terminal option 2 Scroll to option 5 number option Option screen will appear Scroll down to disable Press cancel X3 Reprint transaction slip Press menu x1 Scroll down to APP Operation Menu will appear Select 1 Reprint Slip Terminal will prompt you to enter a Sequence Number If you wish to reprint the very last transaction, press Enter If you wish to reprint a transaction of earlier in the day, Enter the sequence number of that transaction, Press Enter Slip prints Please note that only transactions that have not been banked can be reprinted Balance enquiry (Only allowed on certain Debit Cards) Swipe customer card Scroll down to number 8 - Balance Enquiry Choose Account Cardholder must type in their PIN Terminal will dial out for processing Slip prints for customer only Refund (Not allowed on Debit Cards refund in cash) Swipe customer card Scroll down to number 5 Refund Type in Amount Enter randomised 4 digits of customers card number

5 type in PIN Slip prints To confirm signature, press Enter If signature differs, press Cancel, Supervisor Card and PIN will be required again and transaction will be void Reversal Important Notes: A Reversal can only be done before the terminal has banked A Debit Card transaction can only be reversed if it is the very last transaction on the terminal Swipe customers card Scroll down to number 4 Reverse Last Tran type in PIN Slip prints Authorisation override The override function is used when the terminal displayed a Please Call message and an authorisation code was obtained from the Authorisation Call Centre. Auth override Purchase (Not available on Debit Cards) Swipe Customer s Card Scroll down to number 7 - Auth Override Type in Amount Enter randomised 4 digits from card as requested key in PIN Key in Authorisation Code received from Call Centre Slip will print To confirm signature, press Enter If signature differs press Cancel, Supervisor Card and PIN will be required and the transaction will be reversed Auth override Budget (Not available on Debit Cards) Amount must be over R200 Swipe Customer s Card Scroll down to number 7 - Auth Override Type in Amount Select Budget Enter number of months (3-60) Enter randomised 4 digits requested from card as requested key in PIN Key in Authorisation Code

6 received from Call Centre Slip will print To confirm signature, press Enter If signature differs press Cancel, Supervisor Card and PIN will be required and the transaction will be reversed Manual / key entered transactions Important Notes: This is not a standard feature open to all merchants This functionality is available only to merchants that have applied for this facility from FNB Merchant Services. Activation will only take place once the required documentation and agreements are in place, and training has been provided. Manual Entry allows a merchant to perform transactions without a card being present or if the card presented is damaged. Please note that manual entry transactions are categorised as high risk and should only be performed as an exception. Please note that in all instances where a manual transaction takes place, a legible imprint of the card must be made on the slip itself or preferably on the sales booklets provided for this specific reason. If a cardholder disputes a transaction and FNB Merchant Services requests the voucher from you, the merchant, and the slip and imprint is not available and legible, it could lead to a financial loss to your business Keep manual transactions to a minimum to help protect you from fraudulent activities. Do not accept a letter or a fax authorising card use. In all instances insist that both the cardholder and the card is present at the time of the transaction. Do not split transactions to avoid authorisations. These transactions will be returned to you. FNB Merchant Services utilise Bytes Technologies as our installation and repairs partner. Please note that these technicians are not allowed to perform manual transactions. Please contact the FNB Merchant Services helpdesk for assistance in this regard. Manual purchase / sale (See important notes above) Not available on Debit Cards Press 00 Choose 1 Purchase Type in Amount Terminal will display: Swipe Card or Enter-Manual

7 Choose Enter Manual key in PIN Key in Card Number (PAN number) Press enter Key in Expiry Date Terminal will prompt: CVV2 avail Enter CVV number printed on the signature panel on the back of the card The terminal will always dial out to obtain authorisation Slips print Manual purchase / sale Override The override function is available only on retail. Pres 00 Scroll down to number 3 Retail Scroll down to number 7 auth override Select Product Type in Amount Type in Quantity To add another product press Enter To continue with transaction press Cancel Terminal will prompt: Swipe card or ENTER- Manual Press Cancel key in PIN Key in customers card number Key in Expiry Date Key in the CVV (three digits printed on signature panel on the back of the card) Authorisation only Important Note: Applicable to Credit Cards The Auth Only function is not meant to be a financial transaction and will not bank with the sales transactions. This function is mostly utilised in the Travel and Entertainment Industry for reservation of funds, until such time as the final transaction is processed When an Auth only is performed the terminal will always dial out for an authorisation code. Please call the Merchant Services Helpdesk should you need assistance in this regard. Important: Do not perform on a Debit Card as the amount will be debited from the cardholder s account balance instead of just reserving funds.

8 Auth only Purchase / Budget Swipe Customer Card Select Auth Only Type in Amount If prompted Select Straight or Budget If Budget is selected, key in number of months (3-60) Enter randomised 4 digit numbers of customers card The device will dial out Slip will print approved / declined If approved the authorisation code will print on the merchant and customer copy Supervisor menu Each merchant is allocated with Supervisor Cards and /or PIN s upon installation of the Terminal. Supervisor intervention is required when any transaction besides the standard sale needs to be performed. The terminal will prompt for Supervisor Card to be swiped. This is a security measure and these cards must be kept safe and secure. Access should be restricted authorised personnel only. Supervisor options Supervisor Card an appropriate batch of cards with PIN s (Personal Identification Numbers) are systematically allocated to your merchant number and will be handed to the merchant at the time that installation takes place. Replacement cards are available on request. (Conditions apply) New cards will be activated by a consultant visiting your premises Supervisor Number and PIN A unique Number and is allocated per supervisor / manager. (Secondary Option) Basic steps: key in PIN Select required Option from menu Follow the terminal prompts Supervisor menu options available: (Always follow the terminal prompts)

9 CARD CHECK TERMINAL OPTIONS GET PARAMETERS CASH LIMIT SUPERVISOR OPTIONS NUMBER OPTIONS GET PARAMETERS REMIT (MANUAL BANKING) PRINT TOTALS PRINT REPORTS TERMINAL SET-UP TEST COMMS GET SESSION KEYS BIN CHECK Card check Check validity of card details as displayed on the card. A normal sale performs the same function. Terminal options Cashier Options Waiter Options Cashier Options (This function can be used to link a cashier to a transaction or when shifts close) Cashier Prompt (Disabled / Enabled) Must enable before adding and deleting cashiers Print Cashier #s This option will print a list of cashier numbers loaded Add Cashier Enter Cashier Number Enter Cashier PIN Confirm PIN Delete Cashier Enter Cashier Number Confirm cashier no Waiter Options (Enables restaurants to link waiters to specific transactions and end-of-day totals) Waiter Prompt (Disabled / Enabled) Tip / Waiter Disable Tip / Waiter Enable Tip Only Enabled Print Waiter # s This option will print a list of waiter numbers loaded Add Waiter Enter Waiter Number Enter Waiter PIN Confirm PIN Delete Waiter Enter Waiter Number Confirm Waiter no Restaurant Purchase / Sale Credit Card Swipe Customer Card Select option 1 Purchase Type in Meal Amount

10 Type in Tip Amount Terminal will request randomised 4 digits to be key entered To confirm Amount (Meal & Tip) Press Enter Slip prints Confirm signature If signature differs press Cancel, Supervisor Card and PIN will be required and the transaction will be reversed Restaurant Purchase / Sale Debit Card Swipe Customer Card Select 1 Purchase Type in Meal Amount Type in Tip Amount Choose Account: Cheque or Savings Cardholder requested to enter PIN To confirm Amount (Meal & Tip) Press Enter Slip prints Confirm signature If signature differs press Cancel, Supervisor Card and PIN will be required and the transaction will be reversed Restaurant Pro Forma Slip Tip mode needs to be enabled to utilise this option This can be used to print and Invoice for the customer, plus allow a space for the tip, before payment. This is not a financial transaction. Steps: Press Menu Choose APP Operation menu will appear Scroll down to Pro Forma Slip option Type in Amount Slip prints This is now taken to the patron s table to add in a tip amount The transaction must now be completed on the terminal Cash limit Not applicable to your terminal Supervisor options Go to Terminal Set-up; supervisors needs to be enabled first) Print Details Load Supervisor Card

11 Load Supervisor PIN Delete Supervisor Change Master PIN How to activate or deactivate the Supervisor Number and PIN option: Activate: How to load a Supervisor Number Press Menu x1 Select APP Operation menu will appear Select Supervisor menu Enter Supervisor no - or swipe supervisor card & Enter Enter Supervisor PIN Select Terminal options Select Supervisor card Enter Supervisor no Enter supervisor PIN - Press enter Select load supervisor card - Press enter Supervisor #? - Enter supervisor number and Press Enter Security level? - Enter level ( 1 or 2) Press Enter Supervisor #? Enter Supervisor PIN press enter Confirm - Press Enter De-Activate: You must delete the supervisor that you want to change first and load the supervisor again with a different PIN Press Menu x1 Select APP Select Supervisor menu Enter Supervisor no - or swipe supervisor card & Enter Enter Supervisor PIN Select Terminal options Select Supervisor card Enter Supervisor no Enter supervisor PIN - Press enter Select delete supervisor card - Press enter Supervisor #? Enter the supervisor number that you want to delete Confirm supervisor no to delete Press enter Number options (Refer to UNIQUE REFERENCING earlier in guide) This is used to add additional information to a transaction slip such as an invoice number, seat number, IATA number etc Get parameters If the terminal was unable to successfully upload parameters then the terminal will prompt the merchant to do so. You may not be able to perform any transactions until this is done.

12 key in PIN Select Get Parameters Terminal will dial out and update Remit (manual banking) If the terminal was unable to successfully bank all transactions in memory it will prompt the merchant to Remit (bank) the terminal. Always ensure that the terminal has banked before starting a new day. key in PIN Select Remit Terminal will attempt to dial out and bank Ensure that you receive a batch slip indicating the totals banked NB: If you are unable to perform this function please contact the Merchant Services Helpdesk. Print totals Current Totals This is the amount on the terminal that still needs to be banked Cumulative Totals This is the amount of all the transactions since installation or since the last clearing the totals After printing the totals the terminal will prompt you to Clear Totals : Press Enter to delete or to press Cancel Can only be used if Cashiers are Enabled Cashier Accumulative Can only be used if Cashiers are Enabled Cashier Shift Can only be used if Cashiers are Enabled Waiter Tips Can only be used if Cashiers are Enabled Print reports Transaction Slip Reprint Banking Slip The following options will mostly be used by Merchant Services Consultants or Bytes Technicians: Terminal set-up AM Modem Config Print Set-up Enable Supervisors (Please contact Merchant Services Helpdesk for assistance) Test Comms Reboot Test comms Get session keys BIN check General Chip and PIN card transactions Chip and PIN cards are the same size and shape as Casher Current

13 traditional credit and debit cards. The only difference is that a chip is embedded on the front of the card Please note that signature based cards are still an acceptable method of payment until further notice The Transaction Flow: The Chip and PIN card is inserted in the Chip Reader available on your terminal and not swiped like magnetic stripe cards. If you swiped the card, the terminal will prompt you to insert the card. Insert the card as far as it will go into the chip reader slot with the chip closest to the terminal NB: Always leave the card in the reader until the transaction is complete The client will be requested to Enter their PIN Remember to give them privacy and never Enter the PIN on their behalf If they forgot their PIN please ask them to contact their bank for a replacement. You, as the merchant, cannot assist them in this regard. Ask for another card or an alternative means of payment. Once the transaction is complete then the terminal will prompt you to remove the card. The terminal will print two slips as normal. The merchant copy must still be signed by the cardholder. All other transaction flows follow the same principle as traditional cards. Remember: Just follow the terminal prompts Note: Chip and PIN cards can be accepted in the Travel and Entertainment Industry. Fraud Ensure that your establishment received Fraud training and an educational brochure upon installation of the terminal. Further training is available on request. Tips: Place the Fraud brochure within reach for quick reference While you are waiting for a transaction to process do a security check of the card features as explained in the Fraud brochure Check that the card is signed and that it matches the signature on the slip Never process a transaction on instruction of a fax or telephone call Do not accept an authorisation code from a cardholder. Always obtain it via the

14 Terminal or the 24 Hour Authorisation Centre The card and cardholder must be present at the time of the transaction Always make an imprint of the pertaining card if a manual or key entered transaction took place Code 10 Call the Authorisation Centre immediately and ask for a Code 10 if: You believe you have a counterfeit or altered card The presenter Enter of the card acts suspicious The signature on the back of the card and the slip does not match at all The account number on the printed slip is different than that of the embossed card The customer does not have his/her card with him and insists on buying with a card number only. Try and retain the card if possible Do not attempt to detain the user if this will risk injury The Authorisation Centre will guide you through the appropriate security checks Merchants will be paid a reward for each recovered hot or stolen card the Merchant Services Helpdesk: Check Terminal is plugged into the power point Check power point is working Check that the communications method such as the telephone line or radio pad cables are plugged in and in working order Printer Problems: How to insert the Tally Roll. Ensure that there is paper in the terminal Ensure that the paper is inserted the right way round Ensure that the paper roll is inserted securely Only use FNB Merchant Services approved paper rolls When to report a faulty terminal: Terminal is dead Terminal starts up continuously Terminal checks files continuously Screen flashing continuously Screen displays Config Corrupt Terminal struck by lightning Keyboard faulty or nonresponsive Magnetic stripe reader does not work at all Terminal problems What to check before contacting Very Important:

15 Do not disconnect the terminal from its power source or communications channel Do not switch the terminal off - software, memory or transactions may be lost Terminal did not bank If a terminal was unable to bank, a slip will print stating: Unsuccessful Banking Please remit Use the Supervisor Card to bank: Swipe Supervisor Card and type in PIN Select Remit on the menu Terminal did not download hotcards or parameters sucessfully If a terminal was unable to receive the latest parameter and hot card downloads a slip will print indicating: Unsuccessful Params/Hotcards Please update Use the Supervisor Card to update otherwise all transactions will go online except refunds and overrides Swipe Supervisor Card Key in PIN Select Update Params Installations and repairs The cost of repairs is included in the monthly rental* FNB Merchant Services s accredited installation and repairs partner is Bytes Technologies The Bytes technician must identify himself before being allowed to install or repair terminals at your premises Neither FNB Merchant Services nor Bytes are responsible for the communications method chosen by the merchant. Any problems or queries must be directed at the communications channel such as Telkom, a RadioPad or GPRS Service provider *Conditions apply Insurance of terminal/s Terminal Rental Fees does NOT include insurance of the terminal Ensure that all terminals are insured for fire, theft etc. No replacement terminal will be issued without insurance Ensure that you are aware

16 of the insurance amount applicable to your terminal Vandalised Equipment: Please note that there may be a cost recovery from the merchant for vandalised terminals, stolen or missing power supplies or attachments etc. General merchant notes Important points to remember: Ensure that your terminal banks on a daily basis and that the funds reflect on your bank statement Ensure that you receive and check your merchant statement on a monthly basis Please inform us of any changes in your business, for example new telephone, fax or contact details, change in banking details, new owners etc For any fee or rate queries please refer to your FNB Merchant Agreement or contact the Merchant Services Helpdesk for assistance Acceptance information or query resolution on Diners Club, American Express and Fleet Companies must be referred to them directly Bytes technicians are instructed to successfully complete installations, training and repairs of terminals only. No other tasks may be performed by them. Please contact the Merchant Services Helpdesk. Very important Voucher requests: From time to time you may receive a request for a copy of a transaction slip/voucher. The request will reach you via fax or . (This is why it is very important to ensure that your contact details are always kept up to date) Please ensure that you respond within the requested time frames Ensure that the slip/ voucher is clear and correct. This will enable us to respond to the bank who issued the query Failure to supply signed clear copies of vouchers/ slips may lead to a financial loss to your business.