Mobile PayWay User guide
Phone numbers Westpac Merchant Business Solutions Help Desk Service, Sales and Support Card reader difficulties Westpac Key Auth Service Cardholder Behaving Suspiciously Note: When one of our operators asks you to retain a card, please always ensure your personal safety first. Do not comply with the request if you or anyone else is placed at risk. 1800 029 749 (24 hours a day, 7 days a week) 132 415 Extension 500 (24 hours a day, 7 days a week)
Contents 1.0 Introduction... 3 1.1 Merchant responsibility for the card readers and equipment provided... 3 1.2 Cancellation of facility... 3 1.3 Damaged, lost or stolen equipment... 3 2.0 Getting started... 4 2.1 The Mobile PayWay app... 4 2.2 The Mobile PayWay card reader... 4 2.2.1 Know your card reader... 4 2.2.2 Card reader display... 5 2.2.3 Power supply... 5 2.3 Communications... 5 2.3.1 Card reader communications... 5 2.3.2 Mobile data coverage... 6 2.4 Card reader software update... 6 2.5 Passwords... 6 2.6 Multiple card reader users... 6 3.0 The mobile app... 7 3.1 Signing in to the mobile app... 7 3.2 Pairing the card reader... 8 4.0 Procedures...9 4.1 Inserting a chip card... 9 4.2 Swiping a magnetic stripe card...10 5.0 Transaction procedures... 10 5.1 How to process a sale... 10 5.2 How to process a refund...15 6.0 Reporting functions...19 6.1 Card reader settlement...19 6.2 How to review your dashboard...19 6.3 How to review the last 20 transactions and send email receipts... 20 6.4 How to review and resend a specific transaction... 23 6.5 How to review the audit history... 25 MOBILE PAYWAY USER GUIDE 1
7.0 Additional Mobile PayWay features... 26 7.1 Merchant information... 26 7.2 Merchant surcharge... 27 7.3 User administration... 29 7.4 Change my details... 35 7.5 Change password... 37 7.6 Change security questions... 38 7.7 Forgotten password... 40 7.8 Request a limit change... 42 7.9 Order additional card readers... 44 8.0 Minimising fraud... 45 9.0 Troubleshooting... 45 9.1 Hardware faults... 45 9.2 Error codes... 46 2 MOBILE PAYWAY USER GUIDE
1.0 Introduction Mobile PayWay allows online transactions using debit cards (savings and cheque accounts) and credit cards (Visa, MasterCard and American Express ). To accept American Express, you ll need to contact American Express directly on 1300 363 614. With Mobile PayWay you can: Process a sale Provide refunds Review transactions Apply surcharges 1.1 Merchant responsibility for the card readers and equipment provided Card readers and equipment (where supplied by us), plus any unused accessories and promotional material remain the property of the Bank. You must not sell, assign or in any way damage or dispose of equipment You shall not give or provide access to a third party You must ensure the card readers are covered by your business or contents insurance. Card readers must be located where cardholders can use the PINpad without the risk of other people seeing them key in their PIN. 1.2 Cancellation of facility If your merchant facility is cancelled for any reason, the card readers and equipment must be returned to us. To make arrangements for return, call the Westpac Merchant Business Solutions Help Desk on 1800 029 749. You must ensure that all card readers and equipment are returned within 5 business days of our request. Fees and charges may be incurred if equipment is not returned to the Bank or returned after the due date. 1.3 Damaged, lost or stolen equipment You re responsible for the equipment. If it is damaged, lost or stolen, you will be charged replacement costs. MOBILE PAYWAY USER GUIDE 3
2.0 Getting started 2.1 The Mobile PayWay app The Mobile PayWay app is one part of a secure, portable payments system that works via a Bluetooth connection from your smartphone or tablet to the Mobile PayWay card reader. To install, search Mobile PayWay in the App Store or Google Play TM and follow the instructions. 2.2 The Mobile PayWay card reader The Mobile PayWay card reader is one part of a secure, portable payments system that works via a Bluetooth connection to the Westpac Mobile PayWay app on your smartphone or tablet. The Mobile PayWay card reader contains an integrated PINpad for the Cardholder. 2.2.1 Know your card reader 2 1 5 6 4 7 9 8 3 1. Power / sleep button 2. Magnetic swipe channel 3. Chip card reader 4. PIN entry keypad 5. Display 6. Micro USB charger port 7. Battery cover 8. Lanyard attachment 9. Serial number 4 MOBILE PAYWAY USER GUIDE
2.2.2 Card reader display CARD READER/MOBILE APP DISPLAY PROCEDURE Bluetooth This symbol indicates the card reader s Bluetooth is connected and will disappear when a Bluetooth connection is lost. Battery Internal battery power level displayed when card reader is not connected to mains power. Battery charging This symbol will blink when the card reader is plugged into mains power and charging. 2.2.3 Power supply The card reader runs on batteries. It takes approximately 4 hours to fully charge, providing up to 2 days of usage under normal conditions (i.e. approximately 200 transactions). The card reader is recharged by plugging the micro USB cable into the card reader and connecting it to a powered USB port. Initial charging of the card reader While the Mobile PayWay card reader will come with some battery charge when delivered, it is recommended to complete a full charge of at least 4 hours before using. Powering the card reader off/on When powered on and left idle for 1 minute, the card reader will go into sleep mode to preserve battery. The card reader display will go blank, however the card reader will still be able to wake up when you login to the mobile app or commence a transaction. To turn the card reader on, press the Power/Sleep button for approximately 5 seconds until you hear a beep. To switch the card reader off, press the Power/Sleep button for approximately 5 seconds until the display goes blank. Then press Enter. 2.3 Communications 2.3.1 Card reader communications The card reader accesses the internet through your smart phone or tablet; either via a network provider or Wi-Fi connection. MOBILE PAYWAY USER GUIDE 5
2.3.2 Mobile data coverage This will be dependent on your network provider. When using Mobile PayWay ensure you have good signal strength for best performance. 2.4 Card reader software update The Bank will automatically upload any changes to the card reader s software (usually monthly). This update generally occurs the first time you sign in to the app and connect your card reader on any day an update is available. The upload only takes between 1 to 2 minutes. However, occasionally it can take up to 10 or 15 minutes. That s why it s important to keep the card reader switched on until the update is complete. 2.5 Passwords Your Mobile PayWay access requires a secure login with a password and username. The password can be changed via the PayWay website or mobile app at any time. You are responsible for protecting this password against unauthorised use. If you do not know or have forgotten the password you ll need to request a reset via the Mobile PayWay app or website. 2.6 Multiple card reader users Mobile PayWay is capable of supporting multiple user IDs. When setting up new users, you can select from any combination of 3 levels of transaction access and 2 levels of administration access. Transaction access Take payment View payments and refunds Refund transactions Administration access Administer surcharges, order card readers and request limit increases Administer users Allows admin rights to setup new users, change user information and reset passwords 6 MOBILE PAYWAY USER GUIDE
3.0 The mobile app 3.1 Signing in to the mobile app CARD READER/MOBILE APP DISPLAY PROCEDURE Open the Mobile PayWay app on your smartphone or tablet. Enter Login Name and Password. After successfully signing in, the Home screen displays. MOBILE PAYWAY USER GUIDE 7
3.2 Pairing the card reader CARD READER/MOBILE APP DISPLAY 1 PROCEDURE Press and hold power button (1) on the card reader for up to 5 seconds until display turns on and the start-up procedure commences. The card reader is ready to continue when the Bank logo is displayed on screen. From the Home screen, select Pair card reader. The Pair micropay screen displays a list of all card readers in range and ready for pairing. To continue, select the card reader you wish to pair to your mobile device. Where multiple devices are visible, match the serial number displayed on screen to the serial number fixed to the back of the card reader to continue. 8 MOBILE PAYWAY USER GUIDE
Home screen displays. Status bar at the top will update within 60 seconds confirming the card reader is connected. 4.0 Procedures 4.1 Inserting a chip card Chip card should be inserted into the chip card reader (located below the keypad) and left there for the duration of the transaction. 1. Check the card reader is displaying the message INSERT/SWIPE CARD. 2. Hold the card face-up with the chip towards the card reader. 3. Insert the card as far as it will go into the reader and continue processing the transaction. 4. Leave the card in the card reader until prompted to remove. 5. If there is an error with reading the chip on the card, the card reader may prompt you to remove and re-insert or swipe the magnetic strip on the card. MOBILE PAYWAY USER GUIDE 9
4.2 Swiping a magnetic stripe card The magnetic stripe reader is located on the top of the card reader. 5.0 Transaction procedures 5.1 How to process a sale 1. Check the card reader is displaying the message INSERT/SWIPE CARD. 2. Hold the card upside-down with the magnetic stripe facing backwards. 3. Swipe the card smoothly through the card reader, in either direction. Ensure the whole magnetic stripe is swiped through the reader. 4. If there is no response from the card reader, or CARD ERROR message is displayed, swipe the card again. You might need to swipe faster or slower. 5. If you swipe a chip card the card reader may beep and prompt you to insert the card. CARD READER/MOBILE APP DISPLAY PROCEDURE Select Take a payment from the Home screen. 10 MOBILE PAYWAY USER GUIDE
Enter the transaction amount and optional reference field, then select Continue. The app will show a mirror of the message displayed on the card reader. Swipe or insert chip card. Refer to: Section 4.1 for more about Inserting a chip card. Section 4.2 for more about Swiping a magnetic stripe card. MOBILE PAYWAY USER GUIDE 11
Press soft key for the relevant account type. If prompted to accept surcharge, request cardholder to select Enter to continue, otherwise cancel the transaction. When prompted, have the cardholder key in their PIN and press Enter. Note: Entering a PIN is mandatory for all transactions. The terminal is connecting to the Bank to process the sale. If a chip card was inserted, and is yet to be removed, the prompt Remove Card will appear. 12 MOBILE PAYWAY USER GUIDE
Transaction confirmation appears on screen. Before completing the sale, check that the transaction was approved. If the transaction is declined, the card reader will display an error code. The explanation is available in Section 9.2, Error Codes. To send a receipt to the cardholder via email. Enter cardholder s email address and select Email receipt. The Sent confirmation screen will display. MOBILE PAYWAY USER GUIDE 13
Approved purchase receipt The following is an example of the email receipt that will be sent to the cardholder upon selecting the Email receipt button. Sample merchant payment receipt We have processed your payment of AUD 1.08. Approved Payment Reference: Invoice 001 Transaction Date/Time: 04 Apr 2014 15:48 EST Settlement Date: 04 Apr 2014 Card Number: 000000...000 Receipt No: 1111111111 Card Type: Transaction Source: Mobile Card Reader Account Type: Credit Merchant Id: 11111111 Transaction Amount: AUD 1.08 Transaction Type: Sale Merchant Details Merchant Name: Sample Merchant Address: Level 7 182 Sample Street Sydney, NSW 2032 Phone: 0411 111 111 Email: email@example.net #icis_1111111111 14 MOBILE PAYWAY USER GUIDE
5.2 How to process a refund Refunds can only be processed to the same card as used on the original transaction. CARD READER/MOBILE APP DISPLAY PROCEDURE Select Give refund from Home screen. Enter the transaction amount and optional reference field, then select Continue. MOBILE PAYWAY USER GUIDE 15
The mobile app mirrors the message displayed on the card reader. Swipe or insert chip card. Refer to: Section 4.1 for more about Inserting a chip card Section 4.2 for more about Swiping a magnetic stripe card. Press soft key for the relevant account type. When prompted, have the cardholder key in their PIN and press Enter. Note: Entering a PIN is mandatory for all transactions. The card reader is connecting to the Bank to process the sale. If a chip card was inserted and is yet to be removed, the prompt Remove Card will appear. 16 MOBILE PAYWAY USER GUIDE
Transaction confirmation appears on screen. Before completing the refund, check that the transaction was approved. If declined, the card reader will display an error code. An explanation is available in Section 9.2, Error codes. To send a receipt to the cardholder via email. Enter cardholder s email address and select Email receipt. The Sent confirmation screen will display. MOBILE PAYWAY USER GUIDE 17
Approved refund receipt Sample merchant payment receipt We have processed a refund of AUD 2.00. Approved Payment Reference: Invoice 002 Transaction Date/Time: 09 Apr 2014 15:08 EST Settlement Date: 09 Apr 2014 Card Number: 000000...000 Receipt No: 1111111111 Card Type: Transaction Source: Mobile Card Reader Account Type: Cheque Merchant Id: 11111111 Transaction Amount: AUD -2.00 Transaction Type: Refund Merchant Details Merchant Name: Sample Merchant Address: Level 7 182 Sample Street Sydney, NSW 2032 Phone: 0411 111 111 Email: email@example.net #icis_1111111111 18 MOBILE PAYWAY USER GUIDE
6.0 Reporting functions 6.1 Card reader settlement Transactions completed before 6pm (Sydney time) will automatically be settled to your nominated Westpac bank account that day. 6.2 How to review your dashboard CARD READER/MOBILE APP DISPLAY PROCEDURE Enter Login Name and Password and select Sign in. The Home screen dashboard displays the: Remaining dollar value of your allocated monthly transaction limit Date and time at which this limit will reset MOBILE PAYWAY USER GUIDE 19
6.3 How to review the last 20 transactions and send email receipts CARD READER/MOBILE APP DISPLAY PROCEDURE Select Last 20 transactions from the Home screen. A summary of the last 20 transactions will be displayed, along with their approval status. Select the desired transaction to view in more detail. 20 MOBILE PAYWAY USER GUIDE
Full transaction data and receipt displayed. To send a receipt to the cardholder, enter the cardholder s email address and select Email receipt. MOBILE PAYWAY USER GUIDE 21
If needed, you can also refund the amount of the transaction being viewed by selecting Give refund and following instructions from Section 5.2 How to process a refund. 22 MOBILE PAYWAY USER GUIDE
6.4 How to review and resend a specific transaction WEBSITE DISPLAY PROCEDURE Sign in to Mobile PayWay via www.payway.com.au Select Search from left hand menu. There are 3 ways to search for specific transactions: By date Cardholder reference number entered on the transaction or receipt Card number and total transaction amount MOBILE PAYWAY USER GUIDE 23
Select the specific transaction from the search results displayed. Full transaction information is then displayed. If a receipt is required by a cardholder, enter their email address and select Send. 24 MOBILE PAYWAY USER GUIDE
6.5 How to review the audit history WEBSITE DISPLAY PROCEDURE Sign in to Mobile PayWay via www.payway.com.au Select Audit History from the left hand menu. A detailed list of all activity displays on screen. Select Print Audit History if a printout is required. MOBILE PAYWAY USER GUIDE 25
7.0 Additional Mobile PayWay features 7.1 Merchant information WEBSITE DISPLAY PROCEDURE Select Administration from the left hand menu. Select Merchants from the listed options. Select View. 26 MOBILE PAYWAY USER GUIDE
Your merchant information will display on the screen. 7.2 Merchant surcharge You may add a surcharge depending on the type of card used or transaction. It s automatically calculated as a percentage and is added as a separate entry on the receipt. Surcharges only apply to credit card transactions. Note: The surcharge must be limited to the reasonable cost of accepting the transaction. WEBSITE DISPLAY PROCEDURE Select Administration from the left hand menu. MOBILE PAYWAY USER GUIDE 27
Select Surcharges from the listed options. Update surcharge fields for each card type to the appropriate rate, and select Save. A summary of surcharges applied is displayed. 28 MOBILE PAYWAY USER GUIDE
7.3 User administration 7.3.1 How to set up a new user WEBSITE DISPLAY PROCEDURE Select Administration from the left hand menu. Select Users from the list of options. Select Create New User. MOBILE PAYWAY USER GUIDE 29
Enter the new user details Select user tasks as required Enter your password and select Save The new user s details and temporary password are displayed (or emailed to the new user if that option was selected). 30 MOBILE PAYWAY USER GUIDE
7.3.2 How to edit an existing user WEBSITE DISPLAY PROCEDURE Select Administration from the left hand menu. Select Users from the list of options. Select user, then Edit. MOBILE PAYWAY USER GUIDE 31
Update user details as required Enter your password and select Save Full list of users is displayed, along with any updated details. 32 MOBILE PAYWAY USER GUIDE
7.3.3 How to reset another user s password WEBSITE DISPLAY PROCEDURE Select Administration from the left hand menu. Select Users from the list of available options. Select User then Reset Password. MOBILE PAYWAY USER GUIDE 33
Confirm User Password Reset screen displays: Select Email password to user if required Enter your password and select Save A summary screen displays temporary password, or a note confirming it has been emailed to the user. 34 MOBILE PAYWAY USER GUIDE
7.4 Change my details WEBSITE DISPLAY PROCEDURE Select Administration from the left hand menu. Select Change My Details from the list of available options. MOBILE PAYWAY USER GUIDE 35
Update details as required. Enter password and select Save. A confirmation screen summarising changes is then displayed. 36 MOBILE PAYWAY USER GUIDE
7.5 Change password WEBSITE DISPLAY PROCEDURE Select Administration from the left hand menu. Select Change Password from the list of available options. Complete all fields and select Save. MOBILE PAYWAY USER GUIDE 37
A confirmation screen displays saved changes. 7.6 Change security questions WEBSITE DISPLAY PROCEDURE Select Administration from the left hand menu. Select Security Questions from the list of available options. 38 MOBILE PAYWAY USER GUIDE
Update your 2 security questions and answers as needed. Enter your password and select Submit. A confirmation screen displays any saved changes to your security questions and answers. MOBILE PAYWAY USER GUIDE 39
7.7 Forgotten password CARD READER/MOBILE APP DISPLAY PROCEDURE Select Password field. Select Forgot? icon next to Password field to continue. 40 MOBILE PAYWAY USER GUIDE
Enter the email address registered to Mobile PayWay. Enter verification code, then select Continue. A security question will display. Enter the appropriate answer, then select Submit. MOBILE PAYWAY USER GUIDE 41
A message will display confirming that a temporary password has been emailed to you. 7.8 Request a limit change CARD READER/MOBILE APP DISPLAY PROCEDURE From the Home screen, select Settings. 42 MOBILE PAYWAY USER GUIDE
Select Request limit change. Enter New total limit. Include reason for the change (optional), then select Submit. You will receive an email confirming the outcome of your request. MOBILE PAYWAY USER GUIDE 43
7.9 Order additional card readers CARD READER/MOBILE APP DISPLAY PROCEDURE From the Home screen select Order card readers. Select Number of readers required. Check that mailing address is correct, then select Submit to continue. 44 MOBILE PAYWAY USER GUIDE
8.0 Minimising fraud At Westpac we take fraud very seriously, and you should too. Credit card fraud can cost your business significant amounts of money and time to remedy. This is why we believe it s essential for you to have a sound understanding of credit card fraud, how it can be detected and, more importantly, how it can be prevented. We have included information in the Mobile PayWay Terms and Conditions to help combat credit card fraud. Refer to the section entitled: Protecting business against credit card fraud. We strongly urge you to read this document carefully. Additional fraud prevention articles are available at www.westpac.com.au/security 9.0 Troubleshooting 9.1 Hardware faults Hardware faults action No response from card reader 1. Check your card reader has battery power by connecting a power cable. 2. Power off the card reader for 10 seconds. 3. Power the card reader back on. 4. Retry the transaction. 5. Call Merchant Business Solutions if problem persists. Device not reading cards 1. Re-insert/swipe the card as per instructions in Section 4. 2. If there is still no response, power off card reader for 10 seconds. 3. Power the card reader back on. 4. Attempt transaction again. 5. Call Merchant Business Solutions if problem persists. MOBILE PAYWAY USER GUIDE 45
9.2 Error codes CODE DISPLAY CAUSE/ACTION 00 Approved The transaction has been approved. 01 Contact bank Contact Merchant Business Solutions. Obtain another form of payment. 03 Invalid PINpad Contact Merchant Business Solutions. Obtain another form of payment. 04 Contact card issuer Obtain another form of payment. Advise the cardholder to contact their card provider. 05 Cannot pay Obtain another form of payment. Advise the cardholder to contact their card provider. 06 Cannot pay Retry the transaction. Contact Merchant Business Solutions if the problem persists. 12 Invalid transaction Retry the transaction, selecting a different account. If the transaction is declined again, obtain another form of payment. Advise the cardholder to contact their card provider. 13 Cannot pay Obtain another form of payment. Advise the cardholder to contact their card provider. 14 Contact card issuer Obtain another form of payment. Advise the cardholder to contact their card provider. 30 Format error Power the card reader off and on and retry the transaction. Contact Merchant Business Solutions whilst the cardholder is present to confirm if the transaction has been processed correctly. 46 MOBILE PAYWAY USER GUIDE
CODE DISPLAY CAUSE/ACTION 39 Wrong account Retry the transaction, selecting a different account. If the transaction is declined again, obtain another form of payment. Advise the cardholder to contact their card provider. 41 Contact card issuer Contact Westpac Key Auth Service. Press the option for extension 500. 43 Contact card issuer Contact Westpac Key Auth Service. Press the option for extension 500. 51 Cannot pay Obtain another form of payment. Advise the cardholder to contact their card provider. 52 Wrong account Retry the transaction, selecting a different account. If the transaction is declined again, obtain another form of payment. Advise the cardholder to contact their card provider. 53 Wrong account Retry the transaction selecting a different account. If the transaction is declined again, obtain another form of payment. Advise the cardholder to contact their card provider. 54 Cannot pay Check the card expiry date. Obtain another form of payment. Advise the cardholder to contact their card provider. 55 Re-enter PIN The cardholder has entered the wrong PIN. Retry the transaction with the correct PIN. 56 Contact card issuer Obtain another form of payment. Advise the cardholder to contact their card provider. 58 Invalid transaction Obtain another form of payment. Advise the cardholder to contact their card provider. 59 Transaction cancelled Contact Merchant Business Solutions immediately. MOBILE PAYWAY USER GUIDE 47
CODE DISPLAY CAUSE/ACTION 61 Cannot pay Obtain another form of payment. Advise the cardholder to contact their card provider. 62 Transaction cancelled Obtain another form of payment. Advise the cardholder to contact their card provider. 65 Cannot pay Obtain another form of payment. Advise the cardholder to contact their card provider. 75 Cannot pay Retry the transaction. If the transaction is declined again, obtain another form of payment. Advise the cardholder to contact their card provider. 90 Please retry Retry the transaction. If the transaction is declined again, obtain another form of payment. Advise the cardholder to contact their card provider. 91 Issuer not available Bank is unavailable; retry the transaction. Obtain another form of payment. 94 Cannot pay Obtain another form of payment. Advise the cardholder to contact their card provider. 98 System error Turn terminal off, then back on, and retry the transaction. Contact Merchant Business Solutions if the problem persists. C9 NO EFT GATEWAY The internet is not available on the smartphone or tablet. To verify internet connectivity, ensure that the smartphone or tablet can communicate by opening a website in a web browser. Obtain another form of payment. CA NO RESPONSE Retry the transaction. If the transaction is declined again, obtain another form of payment. Contact Merchant Business Solutions if the problem persists. 48 MOBILE PAYWAY USER GUIDE
CODE DISPLAY CAUSE/ACTION CE NO COMMS GATEWAY Contact Merchant Business Solutions. S0 PINPAD BUSY Turn terminal off, then back on, and retry the transaction. Contact Merchant Business Solutions if the problem persists. S3 OPERATOR TIMEOUT Retry the transaction. Contact Merchant Business Solutions if the problem persists. S4 CARD DAMAGED Retry the transaction. If the transaction fails again, obtain another form of payment. Contact Merchant Business Solutions if the problem persists. S7 CANCELLED BY POS The transaction was cancelled by the Mobile PayWay app. Perform the transaction again if required. S9 ACCOUNT ERROR REFER Obtain another form of payment. Advise cardholder to contact card issuer. SC EXCEEDS PINPAD LIMIT Obtain another form of payment. Contact Merchant Business Solutions if the problem persists. SG NO REFUNDS / INIT REQD Turn terminal off, then back on, and retry the transaction. Contact Merchant Business Solutions if the problem persists. SH EXPIRED CARD Obtain another form of payment. Advise cardholder to contact card issuer. SM REVERSAL PENDING Turn terminal off, then back on, and retry the transaction. Contact Merchant Business Solutions if the problem persists. SP INVALID AMOUNT Retry the transaction. Contact Merchant Business Solutions if the problem persists. SQ REFUND NOT ALLOWED Retry the transaction. Contact Merchant Business Solutions if the problem persists. MOBILE PAYWAY USER GUIDE 49
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