Operating Instructions of Ingenico ICT220 Payment Terminal

Transcription

1 Operating Instructions of Ingenico ICT220 Payment Terminal 1

2 These Payment Terminal operating instructions are meant to assist the Merchant in ensuring secure acceptance of card payments through the payment terminal. These instructions form an inseparable part of the Payment Card Service Agreement and Payment Terminal Rent Agreement, and by signing the Agreement the Merchant agrees to comply with the requirements provided in these instructions. Contents Explanation of keys... 3 Performing a sales transaction with a magnetic card... 4 Performing a sales transaction with a contactless card... 6 Performing a sales transaction with a chip card... 8 Reply codes provided in the event of transaction failure...10 Cancellation of a sales transaction...12 Printing out a copy of the receipt...14 Closing the day...10 Messages ed on screen...16 Changing the paper roll...17 Technical support assistance in issues related to card transactions verbal authorisation of card transactions (24 h) information on payments received for card transactions redirection to technical support 24-hour customer support: Issues reported outside working hours are registered and resolved as soon as possible (generally on the next working day). 24-hour fax: posabi@swedbank.ee Swedbank AS Liivalaia Tallinn, Estonia 2

3 Explanation of keys Changing of paper roll (opening of plastic cover) Enter menu Menu navigation Slot for magnetic card Advance the paper roll Abort Correct Confirm entry Signal receiver Abort Correct the PIN Confirm the PIN entered Slot for chip card 3

4 Performing a sales transaction with a magnetic card Ingenico ICT220 Payment Terminal terminal PIN pad Activity Welcome Welcome The terminal is in stand-by mode. Enter the transaction amount in cents (e.g. enter 1,000 for the transaction amount of ). Press the green button after completing the entry. Press the yellow button to correct the amount (one character at a time). Press the red button to abort the transaction. Card transaction Use the card Use the card Swipe the customer s bank card through the terminal s card reader. Last four digits: Enter the last four digits of the number on the customer s bank card. Press the green button Press the yellow button Press the red button Press the red button after completing the entry. to correct any mistakes (one character at a time). to correct your entry (deleting the whole entry). twice to abort the transaction. Connection... Waiting for reply... Connection... Waiting for reply... The terminal will establish a connection to the bank. The terminal will print out the first receipt. Take the receipt and press the button Tear off the receipt and press the green button to make the terminal print out a second receipt. Press the red button to forgo printing of the second receipt. Return the bank card to the customer. 4

5 The person must be identified in conformity with the Rules of Acceptance of Cards. The first copy the receipt remains with the vendor and the second is handed over to the buyer. Type of receipt Name of POS Address of POS Terminal ID number The Merchant s registration number and the number of the cash register Type of card Number of card (last four digits are shown) Receipt number date and time Authorisation code and type of transaction amount Customer s signature (check that it corresponds to the signature on the back of the bank card) Note indicating type of document presented (filled in manually) Number of document presented, in case the amount exceeds the checking limit set by the Payment Card Acceptance Agreement (filled in manually) types: T0 online transaction (card number entered manually) T1 online transaction (card read using card reader) T2 offline transaction (card number entered manually) T3 offline transaction (card read using card reader) Attention! Only in Estonia! If the transaction cannot be authorised for some reason (the terminal fails to connect to the bank or the bank returns a corresponding reply), the terminal may prompt the Vendor: By phone?. If the vendor selects No (presses the F1 key ) then the transaction is aborted. If the vendor selects Yes (presses the F4 key ) then the terminal s the expiry date and number of the bank card and prints out the required transaction data, which you must tell to the customer support representative over the phone by calling Swedbank s customer support on The customer support representative will register the transaction manually at the bank, and provide an authorisation code in return, to be entered in the terminal (if you still wish to abort the transaction without calling the bank, or the bank refuses to complete the transaction, you can abort the authorisation code entry by pressing the button). The terminal will issue the card payment receipts after the transaction has been. NB! Ensure that the successful completion of the transaction is confirmed on the receipt! 5

6 Performing a sales transaction with a contactless card Ingenico ICT220 Payment Terminal terminal PIN pad Activity Welcome Welcome The terminal is in stand-by mode and one green light is flashing on the PIN pad. Enter the transaction amount in cents (e.g. enter 1,000 for the transaction amount of ). Press the green button after completing the entry. The PIN pad should have one green light on after the amount has been entered. Press the yellow button Press the red button to correct the amount (one character at a time). to abort the transaction. Card transaction Use the card Use the card Ask the customer to place their card on the PIN pad s signal receiver and hold it there until a beeping sound is heard. Reading the card Successful Remove the card Reading the card Successful Remove the card The card has been successfully read if four lights turn on and you hear the sound indicating successful reading of the card. The terminal will establish a connection to the bank. The terminal will print out the first receipt. Take the receipt and press the button Tear off the receipt and press the green button out a second receipt. Press the red button receipt. to make the terminal print to forgo printing of the second 6

7 For some bank cards, the terminal might require the customer s signature if the transaction amount exceeds a certain limit, and the merchant must check the signature on the back of the bank card. If the signature is correct the green button must be pressed on the terminal. If the signature is not correct, the merchandise must not be handed over to the customer and the red button must be pressed. If the amount of the contactless transaction exceeds the allowed transaction limit the PIN pad will prompt you to insert the card in the card reader, and a chip card transaction will be performed instead (see page 8 Performing a sales transaction with a chip card ). The first copy the receipt remains with the vendor and the second is handed over to the buyer. Type of receipt Name of POS Address of POS The Merchant s registration number and the number of the cash register Terminal ID number Type of card Number of card (last four digits are shown) Receipt number Authorisation code and type of transaction date and time amount Confirmation of successful contactless card transaction types: T1 online transaction (card read using card reader) T3 offline transaction (card read using card reader) Attention! Only in Estonia! If the transaction cannot be authorised for some reason (the terminal fails to connect to the bank or the bank returns a corresponding reply), the terminal may prompt the Vendor: By phone?. If the vendor selects No (presses the F1 key ) then the transaction is aborted. If the vendor selects Yes (presses the F4 key ) then the terminal s the expiry date and number of the bank card and prints out the required transaction data, which you must tell to the customer support representative over the phone by calling Swedbank s customer support on The customer support representative will register the transaction manually at the bank, and provide an authorisation code in return, to be entered in the terminal (if you still wish to abort the transaction without calling the bank, or the bank refuses to complete the transaction, you can abort the authorisation code entry by pressing the button). The terminal will issue the card payment receipts after the transaction has been. NB! Ensure that the successful completion of the transaction is confirmed on the receipt! 7

8 Performing a sales transaction with a chip card Attention! It is mandatory to use the chip when paying with a chip card. Ingenico ICT220 Payment Terminal terminal PIN pad Activity Welcome Welcome The terminal is in stand-by mode. Enter the transaction amount in cents (e.g. enter 1,000 for the transaction amount of ). Press the green button Press the yellow button Press the red button after completing the entry. to correct the amount (one character at a time). to abort the transaction. Card transaction Use the card Use the card Insert the bank card in the chip card reader of the PIN pad connected to the terminal, or ask the customer to insert it themselves. PIN entry... Enter PIN: Ask the customer to enter their bank card s PIN on the PIN pad. The green button on the PIN pad must be pressed to complete the entry. The PIN can be corrected (one character at a time) by pressing the yellow button. The transaction can be aborted by pressing the red button on the PIN pad. PIN OK PIN OK If the PIN has been entered correctly the terminal will establish the connection to the bank. Connection... Waiting for reply... Connection... Waiting for reply... The terminal will print out the first receipt. Take the receipt and press the button Tear off the receipt and press the green button to make the terminal print out a second receipt. Press the red button to forgo printing of the second receipt. Ask the customer to remove their bank card from the chip card reader. 8

9 The first copy the receipt remains with the vendor and the second is handed over to the buyer. If performing the chip card transaction failed and the Use magnetic card prompt is ed on the terminal screen, you must perform the transaction according to the instructions applicable for performing transactions using a magnetic card. In exceptional circumstances the chip card might not require the entering of the PIN, or the customer may refuse to enter their PIN by pressing the abort button. If the transaction is nevertheless (depending on the bank s decision) the terminal will print out a receipt bearing the text PIN NOT CHECKED. In this case the receipt may have additional fields for providing the signature and indicating the document presented. Type of receipt Name of POS Address of POS The Merchant s registration number and the number of the cash register Terminal ID number Type of card Number of card (last four digits are shown) Receipt number Authorisation code and type of transaction date and time amount Confirmation of successful chip card transaction types: T0 online transaction (card number entered manually) T1 online transaction (card read using card reader) T2 offline transaction (card number entered manually) T3 offline transaction (card read using card reader) Attention! Only in Estonia! If the transaction cannot be authorised for some reason (the terminal fails to connect to the bank or the bank returns a corresponding reply), the terminal may prompt the Vendor: By phone?. If the vendor selects No (presses the F1 key ) then the transaction is aborted. If the vendor selects Yes (presses the F4 key ) then the terminal s the expiry date and number of the bank card and prints out the required transaction data, which you must tell to the customer support representative over the phone by calling Swedbank s customer support on The customer support representative will register the transaction manually at the bank, and provide an authorisation code in return, to be entered in the terminal (if you still wish to abort the transaction without calling the bank, or the bank refuses to complete the transaction, you can abort the authorisation code entry by pressing the button). The terminal will issue the card payment receipts after the transaction has been. NB! Ensure that the successful completion of the transaction is confirmed on the receipt! 9

10 Reply codes provided in the event of transaction failure Ingenico ICT220 Payment Terminal Message Verbal explanation of code 1xx If the terminal prints out a code beginning with 1, this card cannot be used to perform the transaction. The card must be returned to the customer. 100 invalid 101 Card expired 102 Possible card fraud 104 Restricted card 105 Contact customer support on Contact customer support on Invalid vendor. Contact customer support on Wrong amount (too large) 111 Card data error 112 PIN required to perform transaction 116 Not enough money in account 118 Unknown card 119 not allowed for this card 120 not allowed for this terminal 121 Amount exceeds limit 123 Amount exceeds frequency limit 123 Use the chip for contactless payments 125 Use of card prohibited 10

11 Ingenico ICT220 Payment Terminal Ingenico ICT220 Payment Terminal Message Verbal explanation of code Message Verbal explanation of code 2xx If the terminal prints out a code beginning with 2, this indicates the card is being misused. The transaction cannot be. The card must be confiscated, if possible. 200 invalid 201 Card expired 202 Card fraud 203 Invalid card 204 Restricted card 205 Call the police 208 Lost card 209 Stolen card 210 Forged card 9xx If the terminal prints out a code beginning with 9, this indicates that a system error is preventing the completion of the transaction. We recommend you contact customer support on Authorisation message format error 903 System error. Contact customer support on Format error 905 No reply from issuer of card 906 System error 907 Cannot connect to issuer of card 908 Unknown card 909 System error 910 System error 911 No reply from issuer of card 913 Repeated transaction 939 Invalid vendor. Contact customer support on

12 Cancellation of a sales transaction Ingenico ICT220 Payment Terminal terminal PIN pad Activity Welcome Welcome The terminal is in stand-by mode. Press the F1 key 1 s 1-Sending 2-Annulment 3-Card transaction 4-Manual transaction Press 2 or select the Annulment option from the menu (use the F2 and F3 ) keys for menu navigation) and press the green button Annulment Enter receipt number: Enter the number of the receipt you wish to cancel and press the green button Annul? PAN: ******1234 No. ***** NO/YES Press the F1 key to cancel the transaction. Press the F4 key to decline cancellation. NB! The terminal will the last four digits of the number on the card used for the sales transaction. If the sales transaction was performed using a contactless card, the customer s bank card is not required for cancellation and the terminal and PIN pad will a text similar to the one ed when performing a sales transaction using a chip card. If the sales transaction was performed using a chip card Annulment Use the card Use the card Insert the bank card in the chip card reader of the PIN pad, or ask the customer to insert it themselves. Correct card Take the card Correct card Take the card Return the bank card to the customer. If the sales transaction was performed using a magnetic card Annulment Read the card... Swipe the customer s bank card through the card reader. Are 1234 the last four digits? NO/YES Correct card. Correct card. Check the last four digits of the bank card number against the number ed on the terminal screen. If the numbers match, press the F4 key If the numbers are different, press the F1 key Connection... Waiting for reply Connection... Waiting for reply The terminal will print out the first receipt. Take the receipt and press the button Tear off the receipt and press the green button to make the terminal print out a second receipt. Press the red button to forgo printing of the second receipt. Return the bank card to the customer. 12

13 Sample chip card receipt Sample magnetic card receipt If the transaction to be cancelled was using automated checking, the terminal will connect to the authorisation centre and cancel the transaction. Sample contactless card receipt If the transaction to be cancelled was authorised via Swedbank s customer support, you must call customer support on to confirm cancellation of the transaction in addition to cancelling the transaction on the terminal. The terminal will issue a receipt for final cancellation of the transaction. When a sales transaction is cancelled, the first copy of the receipt remains with the vendor and the buyer receives the second copy. Comments Cancellation of a transaction is only possible for the full amount, and until the time when transactions are sent to the bank (in general, the terminal sends transactions to the bank once every 24 hours). A TRANSACTION NOT FOUND message ed on the terminal indicates that no transaction with the number entered was on that day. This transaction was probably on a previous day, the transactions have been sent to the bank in the meantime or the transaction has already been cancelled. You must send the transaction data to Swedbank s Bank Card Department to cancel such transactions (fax number ). 13

14 Printing out a copy of the receipt Ingenico ICT220 Payment Terminal terminal Activity Welcome The terminal is in stand-by mode. Press the F1 key s 1 Sending 2 Annulment 3 Card transaction 4 Manual transaction 5 Copy of receipt Press 5 or select the Copy of receipt option from the menu (use the F2 and F3 keys for menu navigation), and press the green button Enter receipt number: Enter the number of the receipt you wish to print out and press the green button Amount: No.... NO/YES The terminal will the last four digits. Press the F4 key Press the F1 key to cancel the transaction. to decline cancellation. Take the receipt and press the button Tear off the receipt and press the green button to make the terminal print out a second receipt. Press the red button to forgo printing of the second receipt. NB! You cannot print out a separate copy of a cancelled transaction s receipt. When the number of a sales transaction receipt that has had a cancellation operation performed for it is entered in the terminal, a copy of the sales transaction cancellation receipt is printed out in addition to the copy of the sales transaction receipt. 14

15 Closing the day Automatic sending of transactions s during a day can be sent to the bank either automatically or manually. Automatic sending is started at the time configured for the terminal. If automatic sending fails Send the transactions manually, or wait for the next automatic sending session (the transactions that failed to be sent will also be sent at this time). Should sending of transactions also fail during the next automatic sending session, contact Swedbank on Manual sending of transactions Ingenico ICT220 Payment Terminal terminal Message on PIN pad Activity Welcome The terminal is in stand-by mode. Press the F1 key s 1 Sending 2 Annulment 3 Card transaction 4 Manual transaction Press 1 or select the Sending option from the menu by pressing the green button Send transactions? Are you sure? NO/YES Connection... Press the F4 key or the green button to send the transactions manually. Press the F1 key or the red button to decline. Sending The terminal will send the transactions and print out the sending report receipt. The terminal will finish printing out of the sending report receipt. The terminal will issue the reply on the sending report, indicating the number of transactions and the total amount. The terminal will print the reply indicating successful sending of the transactions on the sending report: SENDING TRANSACTIONS OK. 15

16 Messages ed on screen Messages ed for performing and cancelling payment transactions terminal Card error! Try again... Reader error! Read again! Chip card! Try to insert. This card cannot be used. No transactions Press the key not found. Press the key. Number different from one on card! rejected Invalid PIN Failed to read card Present one card Follow the instructions on the phone Meaning Reading of card failed. Try again. Reading of card failed. Try again. This is a chip card. It cannot be used as a magnetic card. This card is not among the accepted cards. Terminali mälus ei ole ühtegi tehingut. Tühistatavat tehingut ei ole terminali mälus. Tühistatud tehingut ei saa teistkordselt tühistada, samuti ei saa tühistada juba panka saadetud tehinguid. The last four digits of the card number were entered incorrectly. Entering of PIN took too long. The buyer has entered the wrong PIN. Reading of card failed. Try again. Please present one card at a time when paying with a contactless card. Please present one card at a time when paying with a contactless card. When the buyer enters the wrong PIN You must confiscate the card if a customer enters the wrong PIN three times. You may only return the card to the card holder after identifying them on the basis of an identification document. The person returning the card must be sure they are dealing with the correct person. The data of the card holder and the document presented must be recorded on the error code receipt printed out by the terminal. Attention! Replace the receipt paper at an appropriate time. Use only special thermal paper for the terminal. Do not connect any cables when the terminal is connected to the mains. Do not place the terminal in a location that is too warm, cold or humid. Do not place the terminal in a location where it could get wet or be covered with crumbs/dust. Use a cloth dampened with alcohol to clean the surface of the terminal. Use a special cleaning card to clean the terminal s card reader. In the case of a fault, call a service technician - do not attempt to repair the terminal yourself. If performing a chip card transaction fails and the terminal prompts you to use the magnetic strip to perform the transaction, you must perform the transaction according to the instructions applicable to performing transactions using a magnetic card. Keep the terminal connected to the mains to enable the terminal to send the transactions to the bank automatically to close the day. 16

17 Changing the paper roll 1 First open the paper roll cover as shown on the illustration and lift it up. 2 Remove the empty paper roll from the printer. 3 Unwind the new paper roll a little, removing the protective strip from the edge, if required. Insert the paper roll in the printer so the paper starts emerging from the terminal from under the roll. 4 Pull a small length of the paper out of the terminal. Close the terminal cover by pressing the cover gently until it clicks. A small length of the paper must extend from the printer. Cut the paper with the metal strip on the printer. A special thermal paper roll with a width of 57 mm and a diameter not exceeding 38 mm must be used in the terminal. A coloured indicator strip, which becomes visible when the printer will soon run out of paper, can be seen when the paper roll is nearing its end. Appearance of the strip means the printer has enough paper to print at least one more receipt. Attention! Low quality paper could get stuck in the printer and also create a lot of paper dust. Thermal paper must be stored in a cool and dry place. Humidity, temperature, friction, liquids etc. can affect the characteristics of the paper. Do not insert a paper roll with wrinkled or wet paper or damaged edges in the printer. 17