A complete guide to your EFTPOS Terminal. EFTPOS Terminal User Guide.
Phone Numbers Westpac Merchant Business Solutions Help Desk Service, Sales and Support Terminal Difficulties Stationery Orders Manual Credit Card Authorisations (MasterCard, Visa) 1800 029 749 (24 hours a day, 7 days a week) 132 415 (24 hours a day, 7 days a week) American Express Authorisations 1300 363 614 Diners Club Authorisations 1800 331 112 JCB Authorisations 1300 363 614 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. 132 415 Extension 500 Merchant details Please complete the details below for your merchant facility. Trading name: Merchant number: Floor limit: For face to face transactions: $ If your terminal is enabled for Electronic Fallback (EFB) transactions your floor limit is: $ for credit card transactions $ for debit card transactions For mail/telephone order, instalment/recurring transactions (for merchants where approved): $0 All Internet transactions: $0
Contents 1.0 Introduction...2 1.1 Merchant Responsibility for Equipment and Materials Provided...2 1.2 Cancellation of Facility...2 1.3 Damaged, Lost or Stolen Equipment...2 1.4 Merchant Receipts...2 2.0 Getting Started...4 2.1 EFTPOS EXTRA...4 2.2 Keyboard Layout...5 2.3 Connecting the Terminal...6 2.4 Printer and Paper Load Function...8 3.0 Passwords and Codes...9 3.1 Refund password...9 3.2 Settlement password...9 3.3 Void password...9 3.4 Terminal password...9 3.5 User Management Code...10 4.0 Procedures...11 4.1 Inserting a Chip Card...11 4.2 Swiping a Magnetic Stripe Card... 12 4.3 Operating Training Mode... 12 4.4 Locking/Unlocking Terminal Keyboard... 15 5.0 Transaction Procedures...16 5.1 How to Process a Sale... 16 5.2 How to Process a Cash Only Transaction...18 5.3 How to Process a Refund...20 5.4 How to Void a Transaction...22 5.5 How to Process a Sale with Tip...24 5.6 How to Process a Tip Adjustment... 26 5.7 How to Process Multiple Tip Adjustments...30 5.8 How to Process a Mail/Telephone Order/e-Commerce transaction... 31 5.9 How to Process a Pre-Authorisation...34 5.10 How to Process a Checkout...36 6.0 How to Operate User Management (Shift) Function...39 6.1 How to Activate/Deactivate User Management (Shift) mode...39 6.2 How to Set User ID s...40 6.3 How to Start Shift... 41 6.4 How to End Shift... 41 7.0 Reporting Functions...43 7.1 How to Print Sub Totals Report...43 7.2 Terminal Settlement...45 7.3 How to Reprint Last Settlement...47 7.4 Tip Reporting...47 7.5 How to Print Tip Report...48 7.6 How to Reprint Last Transaction...50 7.7 How to do a Transaction Scroll...52 7.8 How to View Specific Transaction...53 7.9 How to Reprint Specific Transaction...54 7.10 How to Print Transaction Log...54 8.0 Fall Back Sales Procedures...56 8.1 Electronic Fall Back...56 8.2 Manual Fall Back...57 9.0 Interfaced EFTPOS...58 10.0 Minimising Fraud...59 10.1 CCV Security Codes...59 11.0 Trouble Shooting...61 11.1 Hardware Faults...61 11.2 Response Codes...62 12.0 Glossary...67 1
1.0 Introduction The EFTPOS EXTRA terminal allows online transactions to be processed for Debit Cards (Savings and Cheque accounts), Credit Cards (Visa and MasterCard) and Charge Cards (American Express, Diners Club and JCB). To accept Charge Card transactions please contact the Charge Card provider. The features of EFTPOS EXTRA include: Process Purchases Process Refunds Process Voids Process Mail/Telephone Order Transactions Process Cash Out Transactions for Debit Cards Process Pre-Authorisation and Checkout Transactions Process Tips Shift Management and Reporting Tip Management and Reporting 1.1 Merchant Responsibility for Equipment and Materials Provided Imprinters and terminals (where supplied by us), plus any unused stationery and promotional material remain the property of the Bank. You must not sell, assign or in any way encumber them. You shall not part with possession of them to a third party or give access to a third party. You must ensure that the terminals are covered by your business or contents insurance. Terminals must not be relocated without prior authorisation. Terminals must be located where customers can use the PINpad without the risk of other people seeing them key in their PIN. 2 INTRODUCTION
1.2 Cancellation of Facility If your merchant facility is cancelled for any reason, this equipment and materials must be returned to us. To make arrangements for return call the Westpac Helpdesk on 1800 029 749. You must ensure that all equipment and materials are available to be returned within five business days of our request. Fees and charges will continue to be incurred until the equipment is returned to the bank as instructed. 1.3 Damaged, Lost or Stolen Equipment You are responsible for your equipment. If equipment is damaged, lost or stolen, you will be charged for their replacement. 1.4 Merchant Receipts You must retain all merchant receipts printed in a secure manner for reconciliation and in case of terminal failure. Refer to Section 14.0 Records in the Merchant Business Solutions Card Acceptance by Business brochure. You must provide the customer with a receipt unless he or she requests otherwise. INTRODUCTION 3
2.0 Getting Started 2.1 EFTPOS EXTRA The EFTPOS EXTRA terminal is a complete unit that includes a terminal, a detachable power supply and a telephone cable. The terminal also operates as a PIN Pad for the customer and has an internal thermal printer for fast, quiet printing. 4 GETTING STARTED
2.2 Keyboard Layout CHQ/SAV (Soft Function Keys) CHQ SAV CR CREDIT (Soft Function Key) 1Q Z 2 abc 3 def Cancel Cancel Key 4 ghi 5 jkl 6 mno Clear Clear Key Paper Feed Key 7 pqr Feed 8 tuv 0 9 wxy Func E N T E R Enter Key Function key Account keys: Paper feed: Cancel key: Clear key: Enter key: Function Key: The CHQ (Cheque), SAV (Savings) and CR (Credit) keys (also referred to as Soft Function Keys) allow the user to access the particular account type required when prompted. These keys are also used to access the terminal function menus. The FEED key performs a 20mm paper feed. The CANCEL key is used to cancel the current function and return the terminal to the idle state. The CLEAR key is used to correct any invalid data entered. It is also used to cycle backwards through the transaction steps if an error is made. The ENTER key is used to confirm data entered or displayed, and to cycle forwards through the menus. It is also used to Power on the terminal. The FUNCTION key is used to access the terminal functions. GETTING STARTED 5
2.3 Connecting the Terminal Cable Management Clip Telephone Line (RJ12) COM Port 1 (RJ12) Power Socket COM Port 2 (RJ12) Ethernet Socket (RJ45) Plug It 6 GETTING STARTED
1. Place the terminal on a clear, flat surface close to an electrical socket and telephone socket. The connectors are located on the underneath of the terminal as shown. 2. Plug the RJ12 phone connector on the curly end of the Y powered curly cord into the socket marked. 3. Plug the opposite end of the RJ12 curly cord into the telephone cable adaptor, which inserts into the telephone wall socket. 4. Plug the DC connector on the curly end of the Y powered curly cord into the terminal s power socket. 5. Plug the opposite ends DC connector into the terminal power supply. 6. Connect the power cord to the terminal power supply and then into a mains power outlet. Y Powered Curly Cord CAB321359b Terminal Connections ALI0142 Plug It Power Cord CAB0092 GETTING STARTED 7
2.4 Printer and Paper Load Function The EFTPOS EXTRA terminal has an in-built thermal printer. To load paper: a) Ensure the terminal is powered on. b) Open the paper compartment cover by pressing the button located towards the top of the terminal, above the metal blade, as shown below. Paper compartment button Press button in this direction c) Position the paper roll with the end of the roll protruding from underneath the roll. Correct paper position Paper compartment cover Metal blade to tear off paper d) Pull the paper out slightly and close the cover. e) Test the operation of the printer by pressing the paper FEED button. 8 GETTING STARTED
3.0 Passwords and Codes The following information describes the passwords and codes used in this guide. 3.1 Refund password This password is a security measure to ensure only those personnel who are authorised by you (as the authorised signatory) can process refunds through your terminal. You are responsible for protecting this password against unauthorised use. Do not key in your password in a manner that enables customers or unauthorised staff to observe the number. 3.2 Settlement password This password is a general security password that allows you to restrict access to the SETTLEMENT function. Automatic settlement does not require a password. Access to the settlement function can be limited at your discretion. 3.3 Void password This password is a general security password that allows you to restrict access to the VOID function. Access to the void function can be limited at your discretion. 3.4 Terminal password This password is a general security password that allows you to restrict access to the following functions: Checkout Function (User Guide section 5.8) User Management Function Activating/Deactivating Shift Function User Guide section 6.1) Setting User ID s (User Guide section 6.2) Starting Shifts (User Guide section 6.3) Ending shifts (User Guide section 6.4) Tip Adjustments (User Guide section 5.6) Activating/Deactivating Tips (User Guide section 7.3.1) Locking/Unlocking the terminal (User Guide section 4.4) Training Mode (User Guide section 4.3) Access to these functions can be limited at your discretion. Refund, Settlement, Void and Terminal passwords will have a default setting (unless nominated by you at the time of application) when you receive your terminal(s). You (as the authorised signatory) will need to contact the Westpac Helpdesk to change your password with Merchant Business Solutions. The passwords can be changed at any time by contacting Merchant Business Solutions on 1800 029 749. PASSWORDS AND CODES 9
Ensure that your password is changed regularly to prevent unauthorised use. You are responsible for protecting this password against unauthorised use. 3.5 User Management Code (See User Guide section 6.0). The USER MANAGEMENT code is only used when the SHIFT feature is enabled on the terminal. Each user must be assigned a user ID. The user cannot log in or out of a shift without using the USER MANAGEMENT code. Up to 10 users IDs can be programmed into the terminal. The User Management code is selected by the user at a time the user ID is being established on the terminal (generally at the start of the shift). The code is a four digit number nominated by the user. 10 PASSWORDS AND CODES
4.0 Procedures 4.1 Inserting a Chip Card When your terminal is enabled for chip card acceptance, chip cards are inserted into the terminal and left there for the duration of the transaction. The chip card reader is located at the bottom of the terminal below the keypad. 1. Check the terminal is displaying the message INSERT/SWIPE CARD. 2. Hold the card face-up with the chip towards the terminal. 3. Insert the card as far as it will go into the reader and continue processing transaction. 4. Leave the card in the terminal until prompted to remove. PROCEDURES 11
4.2 Swiping a Magnetic Stripe Card The magnetic stripe reader is located on the right hand side of the terminal. 1. Check the terminal is displaying the message INSERT/SWIPE CARD. 2. Hold the card upside-down with the magnetic strip facing inwards. 3. Swipe the card smoothly through the card reader, in either direction. Ensure the whole magnetic strip is swiped through the reader. 4. If there is no response from the terminal, or CARD ERROR message is displayed, swipe the card again. You might need to swipe faster or slower. 4.3 Operating Training Mode Training mode helps you train new staff members in the operation of the terminal. Training mode can be initiated at any time during the day without affecting live value totals. During Training Mode the terminal will not connect to the Host but will perform all transactions offline. Transactions performed in training mode will not affect your settlement total. This function will either start or end the Training Mode session. Please Note: Training mode cannot be used for chip cards. If attempted you will receive the error message CHIP CARDS NOT SUPPORTED IN TRAINING MODE. If Training Mode has been inactive for 3 minutes, it will revert back to live mode. In training mode, whole dollar amounts will generate an approved transaction. Other amounts will result in a response code corresponding to the number of cents. For example an amount of $2.01 or $0.01 will result in a response code of 01 Declined, Contact Bank. 12 PROCEDURES
To start training mode: TERMINAL DISPLAY PROCEDURE 22/05/2009 12.21 ENTER AMOUNT Press the Function (FUNC) button. FUNCTION? Key in 101 and press ENTER. TRAINING MODE PASSWORD? Key in the terminal password and press ENTER. 22/05/2009 12.21 TRAINING MODE ENTER AMOUNT When the terminal runs in training mode the idle screen is changed to display TRAINING MODE. Process transactions as per procedures in Section 5.0. Receipts will display TRAINING on them. After three minutes of inactivity the terminal will exit training mode and return to the idle prompt. To exit training mode: TERMINAL DISPLAY PROCEDURE TRAINING MODE ENTER AMOUNT 22/05/2009 12.30 Press the Function (FUNC) button. FUNCTION? Key in 101 and press ENTER. TRAINING MODE PASSWORD? Key in the terminal password and press ENTER. END TRAINING? CORRECT? YES/NO Press ENTER again to exit training mode. At the end of Training Mode all transactions are reset and previous values are restored to batch and ROC (Record of Charge) number. PROCEDURES 13
Receipt in Training Mode 14 PROCEDURES
4.4 Locking/Unlocking Terminal Keyboard This function locks the terminal keyboard and prevents any unauthorised transactions taking place. The terminal remains locked even if powered off and on. TERMINAL DISPLAY PROCEDURE 22/05/2009 12.21 ENTER AMOUNT Press the Function (FUNC) button. FUNCTION? Key in 4 and press ENTER. LOCK TERMINAL CORRECT? YES/NO Press ENTER to lock the terminal. TERMINAL LOCKED UNLOCK? The terminal is now locked. To unlock press ENTER. PASSWORD? Key in the terminal password and press ENTER. PROCEDURES 15
5.0 Transaction Procedures 5.1 How to Process a Sale TERMINAL DISPLAY PROCEDURE 22/05/2009 12.28 ENTER AMOUNT Key in the purchase amount and press ENTER. SALE $4.00 ADD CASH AMT & / OR ENTER SALE $4.00 INSERT / SWIPE CRD SALE $4.00 SELECT ACCOUNT CHQ SAV CR If Purchase with Cash transactions are enabled on the terminal, you can enter a cash-out amount. The cash-out amount may be left at $0.00. If presented with a chip card, insert the customer s card into the chip card reader. Refer to Inserting a Chip Card in section 4.1 OR: If presented with a magnetic stripe card, swipe the customer s card through the card reader. Refer to Swiping a Magnetic Stripe Card in section 4.2. Press the soft key beneath the account type needed. SALE $4.00 PIN & / OR ENTER Where prompted, have the cardholder key in their PIN and press ENTER, or just press ENTER. 1 CREDIT PROCESSING SALE The terminal is connecting to the bank and processing the sale. 2 VERIFY SIGNATURE CORRECT? YES/NO **REMOVE CARD** If the card was inserted, remove the card from the reader. If signature is required: Have the customer sign the receipt. If the signature matches the signature on the card, press ENTER. Otherwise press CANCEL. CUSTOMER COPY PRESS ENTER Press ENTER to print customer receipt. 16 TRANSACTION PROCEDURES
Notes: 1. The entering of PIN on credit is optional. Allow the cardholder to enter their PIN at the terminal prompt. If the cardholder bypasses PIN entry a signature will need to be obtained to authorise the transaction. 2. If the terminal reads OVER EFB LIMIT, please refer to Section 8.2. Before completing the sale, check that the transaction was approved. If the transaction is declined, the terminal will display an error message giving the reason. An explanation of the error code is available in Chapter 11.2, Response Codes. Approved Receipt (approved with PIN, no signature required) Approved Credit Card Receipt (signature required) TRANSACTION PROCEDURES 17
5.2 How to Process a Cash Only Transaction If Cash is enabled on the terminal, customers can be given cash out. Cash is available from cheque and savings accounts only. TERMINAL DISPLAY PROCEDURE 22/05/2009 12.30 ENTER AMOUNT Press ENTER until CASH is displayed on the screen. 22/05/2009 12.30 PRCH CASH RFND Press the select key beneath CASH. ENTER CASH AMT CASH $10.00 INSERT/SWIPE CRD CASH $10.00 SELECT ACCOUNT CHQ SAV Key in the cash amount and press ENTER. Insert the customer s chip card into the chip card reader. Or: Swipe the customer s card through the card reader. Select either CHQ or SAV. Note: CR is not an option. CASH $10.00 PIN & ENTER When prompted, have the cardholder key in their PIN and press ENTER. DEBIT PROCESSING CASH The terminal is connecting to the bank and processing the transaction. CUSTOMER COPY PRESS ENTER **REMOVE CARD** Press ENTER to print customer s receipt. If the card was inserted, remove the card from the reader. Before completing the sale, check that the transaction was approved. Hand the customer their copy of the transaction record and their card. If the transaction is declined, the terminal will display an error message giving the reason. An explanation of the error code is available in Chapter 11.2, Response Codes. 18 TRANSACTION PROCEDURES
Cash Only Receipt TRANSACTION PROCEDURES 19
5.3 How to Process a Refund Refunds may only be processed where there was an initial valid transaction on the same card. If a customer returns a purchase, or if an incorrect amount was charged, process a refund as follows: TERMINAL DISPLAY 22/05/2009 12.31 ENTER AMOUNT PROCEDURE Press ENTER until RFND is displayed on the screen. 22/05/2009 12.31 PRCH CASH RFND Press the select key beneath RFND. REFUND PASSWORD? Key in the refund password and press ENTER. ENTER RFND AMT RFND $5.00 INSERT/SWIPE CRD RFND $5.00 SELECT ACCOUNT CHQ SAV CR Key in the refund amount and press ENTER. Insert the customer s chip card into the chip card reader. Or: Swipe the customer s card through the card reader. Press the select key beneath the account type needed. RFND $5.00 PIN & / OR ENTER Where prompted, have the cardholder key in their PIN and press ENTER, or just press ENTER. 1 DEBIT PROCESSING RFND The terminal is connecting to the bank and processing the refund. VERIFY SIGNATURE CORRECT? YES/NO **REMOVE CARD** If the card was inserted, remove the card from the reader. If signature is required: Have the customer sign the receipt. If the signature matches the signature on the card, press ENTER. Otherwise press CANCEL. CUSTOMER COPY PRESS ENTER Press ENTER to print customer receipt. 20 TRANSACTION PROCEDURES
Note: For a credit account, a signature may be required for a refund even when a PIN is entered. Before completing the sale, check that the transaction was approved. Hand the customer their copy of the transaction record and their card. If the transaction is declined, the terminal will display an error message giving the reason. An explanation of the error code is available in Chapter 11.2, Response Codes. Refund Receipt TRANSACTION PROCEDURES 21
5.4 How to Void a Transaction The Void function can be carried out on credit or charge cards to reverse a transaction that has not yet settled. Please note: Debit card and Pre-Authorisation transactions cannot be voided. Voids will not be available on American Express, Diners Club and JCB cards. TERMINAL DISPLAY 22/05/2009 12.34 ENTER AMOUNT PROCEDURE Press ENTER until VOID is displayed on the screen. 22/05/2009 12.34 VOID TIP MOTO Press the soft key beneath VOID. VOID PASSWORD? VOID ENTER ROC NO. SALE $10.00...0076 APPR CODE 692124 ENTER TO CONFIRM Key in the void password and press ENTER. Key in the ROC (Record of Charge) number printed on the receipt of the original transaction and press ENTER. Press ENTER to confirm the transaction. If incorrect press CANCEL. CREDIT PROCESSING VOID The terminal is connecting to the bank and processing the void. VERIFY SIGNATURE CORRECT? CUSTOMER COPY PRESS ENTER YES/NO Have the customer sign the receipt. If the signature matches the signature on the card, press ENTER. Otherwise press CANCEL. Note: A cardholder s signature is not a necessity for a void. Press ENTER to print the customer copy. Before completing the sale, check that the transaction was approved. If the transaction is declined, the terminal will display an error message giving the reason. An explanation of the error code is available in Chapter 11.2, Response Codes. 22 TRANSACTION PROCEDURES
Void Receipt TRANSACTION PROCEDURES 23
5.5 How to Process a Sale with Tip This process is a sale with tip enabled. It is most commonly used by restaurants. Please note: The Tip feature needs to be enabled for the terminal. TERMINAL DISPLAY PROCEDURE 22/05/2009 12.38 ENTER AMOUNT Key in the base amount and press ENTER. SALE $25.00 ADD CASH AMT & / OR ENTER SALE $25.00 INSERT/SWIPE CRD SALE $25.00 ADD TIP AMT & /OR ENTER If Purchase with Cash transactions are enabled on the terminal, you can enter a cash amount and press ENTER. The cash amount may be left at $0.00 by just pressing ENTER. Insert the customer s chip card into the chip card reader. Or: Swipe the customer s card through the card reader. Key in the tip amount and press ENTER. For credit and charge cards, if tip amount is not yet known, press ENTER only. Note: For credit and charge cards a tip adjustment can be performed later. SALE $25.00 TIP $5.00 TOTAL $30.00 ENTER TO CONFIRM Press ENTER to confirm the total of the transaction. If incorrect press CANCEL. TOTAL $30.00 SELECT ACCOUNT CHQ SAV CR Press the soft key beneath the account type needed. Note: For debit cards (cheque and savings) tips need to be entered at the time of sale. An adjustment cannot be processed on a debit card. TOTAL $30.00 PIN & / OR ENTER Where prompted, have the cardholder key in their PIN and press ENTER, or just press ENTER. 24 TRANSACTION PROCEDURES
TERMINAL DISPLAY PROCEDURE DEBIT PROCESSING SALE The terminal is connecting to the bank and processing the transaction. VERIFY SIGNATURE CORRECT? YES/NO **REMOVE CARD** If the card was inserted, remove the card from the reader. If signature is required: Have the customer sign the receipt. If the signature matches the signature on the card, press ENTER. Otherwise press CANCEL. CUSTOMER COPY PRESS ENTER Press ENTER to print customer receipt. Before completing the refund, check that the initial transaction was approved. Hand the customer their copy of the transaction record and their card. If the transaction is declined, the terminal will display an error message giving the reason. An explanation of the error code is available in Chapter 11.2, Response Codes. TRANSACTION PROCEDURES 25
Approved Sale with Tip Receipt (approved with PIN, no signature required) Approved Sale with Tip Receipt (signature required) 5.6 How to Process a Tip Adjustment A tip adjustment is performed after the original transaction has been processed. The customer verifies the base amount of the sale, offers a tip and signs the receipt. The adjustment transaction is then processed. 26 TRANSACTION PROCEDURES
Note: Tip Addition applies to credit and charge cards only. The original purchase must have been without a tip. The original purchase must not yet have been settled. When tip addition is enabled, a signature must be obtained if the receipt reads Approved with Signature or if the cardholder writes a tip addition on the receipt,. This applies even if the original purchase is approved with PIN. Receipt for tip adjustment to be performed TRANSACTION PROCEDURES 27
TERMINAL DISPLAY PROCEDURE 22/05/2009 12.48 ENTER AMOUNT Press ENTER until TIP is displayed on the screen. 22/05/2009 12.48 VOID TIP MOTO Press the select key beneath TIP. TERMINAL PWD? ADJUST ENTER ROC NO. Key in the terminal password and press ENTER. Key in the ROC (Record of Charge) number of the transaction that needs adjustment and press ENTER. SALE $25.00 ENTER TOTAL AMT Key in the total amount of the transaction i.e. Sale plus Tip, and press ENTER. 1 SALE $25.00 TIP $5.00 TOTAL $30.00 ENTER TO CONFIRM The terminal displays the original sale amount with the calculated tip amount and total. Press ENTER to confirm. ADJUST. TRANS. ACCEPTED The terminal has accepted the tip/adjustment transaction. The receipt will print. Note: At this step, if you enter an amount other than the sale amount plus tip, and that amount is less than the original sale amount, the terminal will read that entry as being the tip amount. 28 TRANSACTION PROCEDURES
Tip Adjustment Receipt TRANSACTION PROCEDURES 29
5.7 How to Process Multiple Tip Adjustments This function allows the operator to adjust multiple transactions without having to re-enter the terminal password. This function is suitable when there is more than one tip transaction that needs an adjustment. TERMINAL DISPLAY PROCEDURE 22/05/2009 12.50 ENTER AMOUNT Press the Function (FUNC) button. FUNCTION? Key in 22 and press ENTER. ADJUST PASSWORD? Key in the terminal password and press ENTER. ADJUST ENTER ROC NO. Key in the ROC (Record of Charge) number of the transaction that needs adjustment. SALE $18.00 ENTER TOTAL AMT Key in the total amount of the transaction i.e. Sale plus Tip. SALE $18.00 TIP $2.00 TOTAL $20.00 ENTER TO CONFIRM The terminal displays the original sale amount with the calculated tip amount and total. Press ENTER to confirm. ADJUST. TRANS ACCEPTED The terminal has accepted the tip/adjustment transaction. The receipt will print. ADJUST ENTER ROC NO. UPLOAD NOW? Y/N The terminal returns to this prompt. The operator can either enter a new ROC number or press CANCEL to quit the function. Press ENTER to send the adjustments to the Westpac Host. 30 TRANSACTION PROCEDURES
5.8 How to Process a Mail/Telephone Order/e-Commerce transaction Transactions initiated by mail or telephone are known as MOTO (Mail Order or Telephone Order) transactions. ECOM (Electronic Commerce) transactions are those initiated over the Internet. MOTO and ECOM transactions can be processed on credit and charge cards only, as the cardholder is not present. For information on how to register as a MOTO or ECOM merchant, contact Westpac s Merchant Business Solutions on 1800 029 749. Note: Until registered as a MOTO/ECOM merchant you must not process MOTO or ECOM transactions. An authorisation of a MOTO or ECOM transaction only establishes that the funds are available in the cardholder s account and that the card has not been reported lost or stolen. It does not guarantee that the person whose name appears on the card is making the purchase or that the purchase will not be subject to chargeback. You will be liable for all chargebacks on MOTO/ECOM transactions. You must retain all merchant receipts for at least twelve months from the transaction date. TRANSACTION PROCEDURES 31
TERMINAL DISPLAY PROCEDURE 22/05/2009 12.48 ENTER AMOUNT Press ENTER until MOTO or ECOM is displayed on the screen. 22/05/2009 12.48 C/O MOTO ECOM Press the soft key beneath MOTO or ECOM. ENTER MOTO AMT Key in the purchase amount and press ENTER. MOTO $8.00 ENTER CARD NO. Key in the card number and press ENTER. CARD EXP ENTER CCV MANUAL PASSWORD? MMYY Key in the card expiry date (mmyy) and press ENTER. Key in the CCV and press ENTER. Or, if CCV is not available, just press ENTER. Note: CCV is described in the Minimising Fraud Section. Key in the terminal password and press ENTER. MOTO/ECOM $8.00 ENTER TO CONFIRM Confirm amount by pressing ENTER. MOTO/ECOM PROCESSING The terminal is connecting to the bank and processing the sale. CUSTOMER COPY PRESS ENTER Press ENTER to print customer receipt. Before completing the sale, check that the transaction was approved. If the transaction is declined, the terminal will display an error message giving the reason. An explanation of the error code is available in Chapter 11.2, Response Codes. 32 TRANSACTION PROCEDURES
Approved MOTO Receipt TRANSACTION PROCEDURES 33
5.9 How to Process a Pre-Authorisation This function is used to reserve funds for a sale to be processed at a later time. Car rentals and hotels/motels most commonly use this function. Note: Pre-Authorisation transactions can only be performed on credit cards and charge cards and only where you have been authorised to do so. Be sure to retain the receipt as it might be required to process the completion transaction known as a checkout. TERMINAL DISPLAY PROCEDURE 22/05/2009 12.54 ENTER AMOUNT Press ENTER until AUTH is displayed on the screen. 22/05/2009 12.54 C/O AUTH ECOM ENTER AUTH AMT AUTH $40.00 INSERT/SWIPE CARD AUTH $40.00 PIN & / OR ENTER Press the soft key beneath AUTH. Key in the pre-authorisation amount and press ENTER. Insert the customer s chip card into the chip card reader. Or: Swipe the customer s card through the card reader. Or: Key in the card number, expiry date and CCV# (if available) for manual entry. Where prompted, have the cardholder key in their PIN and press ENTER, or just press ENTER. CREDIT AUTH PROCESSING VERIFY SIGNATURE CORRECT? YES/NO **REMOVE CARD** CUSTOMER COPY PRESS ENTER The terminal is connecting to the bank and processing the pre-authorisation. If the card was inserted, remove the card from the reader. If signature is required: Have the customer sign the receipt. If the signature matches the signature on the card, press ENTER. Otherwise press CANCEL. Press ENTER to print customer receipt. 34 TRANSACTION PROCEDURES
Before completing the sale, check that the initial transaction was approved. Hand the customer their copy of the transaction record and their card. If the transaction is declined, the terminal will display an error message giving the reason. An explanation of the error code is available in Chapter 11.2, Response Codes. Approved PreAuth Receipt (approved with PIN, no signature required) Approved PreAuth Receipt (signature required) TRANSACTION PROCEDURES 35
5.10 How to Process a Checkout A checkout is used to complete an earlier pre-authorisation.. You might need the ROC No. or Auth. ID printed on the pre-authorisation receipt for matching purposes. Car rental and hotel/motel merchants most commonly use this function. This function is an offline process and requires the approval code printed on the receipt of the original preauthorisation transaction. Note: The terminal retains pre-authorisations only for seven calendar days. TERMINAL DISPLAY PROCEDURE 22/05/2009 13.05 ENTER AMOUNT Press ENTER until C/O is displayed on the screen. 22/05/2009 13.05 C/O AUTH ECOM Press the select key beneath C/O. TERMINAL PWD? Key in the terminal password and press ENTER. CHECK OUT ENTER ROC NO. & / OR ENTER Key in the ROC no. of the PreAuth receipt and press ENTER Or: Press ENTER. The next step depends on whether you keyed in the ROC no. or pressed ENTER. AUTH $40.00. 0166 APPR CODE 242495 ENTER TO CONFIRM 1. If you keyed in the ROC no. the pre-authorisation details will display. Press ENTER to confirm details. APPROVAL CODE? 2. If you pressed ENTER, key in the approval code printed on the pre-authorisation receipt and press ENTER. ENTER C/O AMT Key in the checkout amount and press ENTER. 36 TRANSACTION PROCEDURES
TERMINAL DISPLAY C/O $40.00 INSERT/SWIPE CARD C/O $40.00 ADD TIP AMT & / OR ENTER PROCEDURE If you keyed in the Approval Code this screen will appear. Insert the customer s chip card into the chip card reader. Or: Swipe the customer s card through the card reader. Or: Key in the card number, expiry date and CCV# (if available) for manual entry. If your terminal is enabled for tips, this screen may appear. Key in the tip amount and press ENTER or, just press ENTER. C/O $40.00 ENTER TO CONFIRM VERIFY SIGNATURE CORRECT? YES/NO **REMOVE CARD** CUSTOMER COPY PRESS ENTER Press ENTER to confirm Checkout amount. If the card was inserted, remove the card from the reader. Have the customer sign the receipt. If the signature matches the signature on the card, press ENTER. Otherwise press CANCEL. Press ENTER to print customer receipt. Before completing the sale, check that the initial transaction was approved. Hand the customer their copy of the transaction record and their card. If the transaction is declined, the terminal will display an error message giving the reason. An explanation of the error code is available in Chapter 11.2, Response Codes. TRANSACTION PROCEDURES 37
Checkout Receipt 38 TRANSACTION PROCEDURES
6.0 How to Operate User Management (Shift) Function This function is also known as shift management. It is independent of the settlement times. This function allows you to keep a record of users who have operated the terminal in a shift period. Please note: Shift totals are independent from settlement times. The Shift totals are not reset when the settlement is performed. 6.1 How to Activate/Deactivate User Management (Shift) mode To activate Shift Mode: TERMINAL DISPLAY PROCEDURE 22/05/2009 12.54 ENTER AMOUNT Press the Function (FUNC) button. FUNCTION? Key in 64 and press ENTER. TERMINAL PWD? Key in the terminal password and press ENTER. SHIFT MODE ACTIVATE? Press ENTER to activate Shift Mode. To deactivate Shift Mode: TERMINAL DISPLAY PROCEDURE SHIFT MODE DEACTIVATE? Follow the above steps to deactivate shift mode. Press ENTER at this prompt. HOW TO OPERATE USER MANAGEMENT (SHIFT) FUNCTION 39
6.2 How to Set User ID s. The terminal can have up to 10 user ID s. User ID s are unique two digit numbers (01, 02, etc.) allocated by you to ID individual users. TERMINAL DISPLAY PROCEDURE 22/05/2009 12.54 ENTER AMOUNT Press the Function (FUNC) button. FUNCTION? Key in 60 and press ENTER. TERMINAL PWD? Key in the terminal password and press ENTER. ENTER USER ID Key in the User ID number and press ENTER. NEW PASSWORD: VERIFY PASSWORD: USER MANAGEMENT USER ADDED The user is required to enter a 4 digit code. The user is required to re-enter the 4 digit code entered in previous step. The user has been accepted. Repeat the above steps to add extra users. 40 HOW TO OPERATE USER MANAGEMENT (SHIFT) FUNCTION
6.3 How to Start Shift The terminal can manage up to 10 different users, the first (User 01) being referred to as the shift leader. The shift leader must start a shift before the other users. For each user, the terminal stores the number of transactions, the total transaction amount and the tip amount. When the shift/user reports are printed, the terminal indicates the date and time the totals were started and ended. TERMINAL DISPLAY 22/05/2009 12.54 ENTER AMOUNT PROCEDURE Press the Function (FUNC) button. FUNCTION? Key in 61 and press ENTER. ENTER USER ID Enter the User ID (01-10) and press ENTER. PASSWORD: The user is required to enter their 4 digit code. USER MANAGEMENT SHIFT STARTED The terminal confirms that User ID has been recorded. 6.4 How to End Shift This function will end the shift and print an End of Shift report. TERMINAL DISPLAY 22/05/2009 13.16 ENTER AMOUNT PROCEDURE Press the Function (FUNC) button. FUNCTION? PASSWORD: Key in 62 and press ENTER. Key in the terminal or shift leader password and press ENTER. END SHIFT CORRECT? YES/NO Press ENTER to end the Shift. END SHIFT PRINTING The terminal will now print the end Shift Report. HOW TO OPERATE USER MANAGEMENT (SHIFT) FUNCTION 41
Shift Report 42 HOW TO OPERATE USER MANAGEMENT (SHIFT) FUNCTION
7.0 Reporting Functions 7.1 How to Print Sub Totals Report This function will print a report of all transactions performed since the last settlement, without resetting the totals in the terminal. TERMINAL DISPLAY PROCEDURE 22/05/2009 13.06 ENTER AMOUNT Press ENTER until SUB is displayed on the screen. 22/05/2009 13.06 INIT SUB SETL Press the select key directly beneath SUB. SUB TOTALS PLEASE WAIT The terminal is printing the totals of sales, refunds and cash outs since the last terminal settlement. REPORTING FUNCTIONS 43
Subtotals Report 44 REPORTING FUNCTIONS
7.2 Terminal Settlement Settlement for the EFTPOS EXTRA device can occur via a programmed terminal settlement (automatic settlement) or a manual settlement. Failure to perform a settlement may result in split deposits for settlements. The terminal must be powered on for settlement to occur at the programmed time. Manual settlement will require the operator to enter the terminal settlement password for settlement to occur. Note: A settlement can only be performed once in a 24-hour period. You cannot settle between 9.30pm and 11.00pm (Sydney time). To process a manual settlement: TERMINAL DISPLAY PROCEDURE 22/05/2009 13.09 ENTER AMOUNT Press ENTER until SETL is displayed on the screen. 22/05/2009 13.09 WESTPAC INIT SUB SETL Press the select key directly beneath SETL. SETTLEMENT PWD? Key in the settlement password and press ENTER. BATCH UPLOAD PLEASE WAIT The terminal will connect to the host to settle all transactions processed in current batch period. REPORTING FUNCTIONS 45
Settlement Report 46 REPORTING FUNCTIONS
7.3 How to Reprint Last Settlement This function will reprint the last settlement which has occurred. TERMINAL DISPLAY PROCEDURE 22/05/2009 13.09 ENTER AMOUNT Press the Function (FUNC) button. FUNCTION? Key in 70 and press ENTER. PRINTING PLEASE WAIT This prompt is displayed as the report is printing. 7.4 Tip Reporting This function is used to print information relating to tips processed in the settlement period. The terminal can be loaded with 10 users, meaning that a user can have a USER ID ranging from 01 to 10. Once tip reporting is enabled it will stay active until it is switched off. The terminal can be settled without having to start the tip reporting function again. Please note: Tip reporting cannot be activated whilst shift mode is activated. See Section 6.0. To Activate Tip Reporting Function (This needs to be done before the trading period commences.) TERMINAL DISPLAY PROCEDURE 22/05/2009 12.24 ENTER AMOUNT Press the Function (FUNC) button. FUNCTION? Key in 57 and press ENTER. TERMINAL PWD? Key in the terminal password and press ENTER. TIP REPORT ACTIVATE? Press ENTER to activate tip report. REPORTING FUNCTIONS 47
To Deactivate Tip Report Function TERMINAL DISPLAY PROCEDURE TIP REPORT DEACTIVATE? To deactivate the tip report, follow the above steps. Press ENTER to deactivate the tip report. 7.5 How to Print Tip Report Once the Tip Report function has been activated, the report can be printed many times during the settlement period. Once the terminal settles, the tip report will be reset. Please note: The tip report can only be printed from current settlement period. TERMINAL DISPLAY PROCEDURE 22/05/2009 13.06 ENTER AMOUNT Press the Function (FUNC) button. FUNCTION? Key in 58 and press ENTER. PRINTING PLEASE WAIT The terminal is printing the Tip report. 48 REPORTING FUNCTIONS
Tip Report REPORTING FUNCTIONS 49
7.6 How to Reprint Last Transaction This function will reprint the receipt of the last transaction performed. Please note: This can only be done from the current settlement period. TERMINAL DISPLAY PROCEDURE 22/05/2009 13.24 ENTER AMOUNT Press the Function (FUNC) button. FUNCTION? Key in 72 and press ENTER. PRINTING PLEASE WAIT This prompt is displayed as the receipt is printing. 50 REPORTING FUNCTIONS
Receipt Reprint REPORTING FUNCTIONS 51
7.7 How to do a Transaction Scroll This function allows the operator to view all the transactions that have not been settled. TERMINAL DISPLAY PROCEDURE 22/05/2009 13.06 ENTER AMOUNT Press the Function (FUNC) button. FUNCTION? VIEW BATCH ROC# 000026 SALE $17.00 PREV NEXT INFO VIEW BATCH APPROVAL 420881 456412-234 PREV NEXT INFO Key in 1 and press ENTER. The first transaction in the batch will be displayed. Press the soft keys under PREV and NEXT to scroll through the transaction records. Press the soft key under INFO to display the approval code and the partial card number of the displayed transaction. Press INFO again to display the date and time the transaction was made. VIEW BATCH SEQUENCE #000046 31/03/09 10:20 PREV NEXT INFO Pressing INFO again will return to the first information screen. Please note: Pressing CANCEL at any time will return the terminal to the idle prompt. 52 REPORTING FUNCTIONS
7.8 How to View Specific Transaction This function will allow the operator to view a specific transaction which has not yet settled. It is similar to a transaction scroll (refer section 7.5) except that the terminal will prompt for a ROC number. TERMINAL DISPLAY PROCEDURE 22/05/2009 13.06 ENTER AMOUNT Press the Function (FUNC) button. FUNCTION? Key in 21 and press ENTER. VIEW ROC ROC #? ROC# 00024 SALE $20.00 PREV NEXT INFO APPROVAL 123456.1234 PREV NEXT INFO Key in the ROC (Record of Charge) number of the required transaction and press ENTER. The terminal will display the transaction requested. Press the soft key under INFO to display the approval code and the card number. Press the soft key under PREV and NEXT to scroll through other transaction records. Press INFO again to display the date and time the transaction was made. SEQUENCE #000033 30/06/08 10:21 PREV NEXT INFO Pressing INFO again will return to the first screen. Please note: You can press CANCEL at any time to return to the idle prompt. REPORTING FUNCTIONS 53
7.9 How to Reprint Specific Transaction This function will allow the operator to reprint a specific transaction. Note: Reprint of a specific transaction can only be done from current settlement period. TERMINAL DISPLAY PROCEDURE 22/05/2009 13.24 ENTER AMOUNT Press the Function (FUNC) button. FUNCTION? Key in 73 and press ENTER. REPRINT ROC ENTER ROC NO. SCANNING BATCH PLEASE WAIT Key in the ROC (Record of Charge) number of the transaction to be reprinted and press ENTER. The terminal will reprint the receipt from the transaction specified and then return to the idle state. 7.10 How to Print Transaction Log This function will print out a summary of each transaction performed in the day s batch period. It will print, in one list, transactions done on all card types (MasterCard, American Express etc). TERMINAL DISPLAY PROCEDURE 22/05/2009 13.07 ENTER AMOUNT Press the Function (FUNC) button. FUNCTION? Key in 75 and press ENTER. PRINTING PLEASE WAIT The terminal will print the Transaction Log receipt and then return to the idle state. 54 REPORTING FUNCTIONS
Transaction Log REPORTING FUNCTIONS 55
8.0 Fall Back Sales Procedures 8.1 Electronic Fall Back The Electronic Fall Back (EFB) facility is available only when enabled on the terminal, and only for certain card types. Electronic Fall Back is the ability to continue performing transactions on the terminal, even when communication with the Westpac host system for on-line approval has been lost or the Issuer is unavailable. In EFB mode transactions are stored within the terminal and manual vouchers are not required. After communication has been restored, the terminal forwards the stored transactions to Westpac for processing. Your Merchant Letter of Offer contains your debit and credit floor limits. You are reminded that you must not split a sale in order to avoid obtaining authorisation. When processing in EFB Mode some differences apply to normal on-line processing: For credit card transactions that are over your Credit card floor limit, you will be required to enter an authorisation number which you can obtain by calling 132 415. Alternatively ask your customer for an alternative means of payment. Signature capture is required on all EFB transactions regardless of the account selection or whether PIN was entered.. The terminal will process the transaction in accordance with the EFB floor limits and other validation settings. Cheque/Savings account transactions exceeding your floor debit card floor limit will be declined. Ask your customer for an alternate means of payment When communication has been lost and the amount of the transaction is over your floor limit, the terminal will display the following: TERMINAL DISPLAY PROCEDURE OVER EFB LIMIT CALL FOR AUTH ENTER APP CODE VERIFY SIGNATURE CORRECT? YES/NO **REMOVE CARD** CUSTOMER COPY PRESS ENTER You will be required to enter an authorisation number, which you can obtain by calling 132 415. Enter this six digit code and press ENTER. If the card was inserted, remove the card from the reader. Have the customer sign the receipt. If the signature matches the signature on the card, press ENTER. Otherwise press CANCEL. Press ENTER to print customer receipt. 56 FALL BACK SALES PROCEDURES
8.2 Manual Fall Back The EFTPOS EXTRA terminal supplied to you is very reliable and Westpac is committed to ensuring its smooth operation is maintained. Any problems should be promptly reported to our helpdesk. If your terminal fails to function correctly you may revert to manual fallback. Before Performing a Downtime Transaction: For credit cards, if the transaction is over your Floor Limit, call 132 415 for authorisation. If you are unsure of your Floor Limit for credit cards please refer to your Letter of Offer or check your recent merchant statement. For debit cards, if the transaction is over your Floor Limit find an alternate means of payment. If you are unsure of your Floor Limit for debit cards please refer to your Letter of Offer or check your recent merchant statement. Minimum Requirements: You must complete all sales details on the voucher. The completed voucher must be signed by the customer and the signature compared with that appearing on the reverse of the card. If the signature does not match or you are in any doubt as to the authenticity of the cardholder, another form of payment should be sought. You must check the to and from dates to ensure the card has not expired. You must ensure the card is presented and imprinted. Banking: The completed downtime vouchers, together with an EFTPOS Merchant Summary voucher must be deposited with Westpac in the grey envelope for debit cards and in the blue envelope for credit cards on the first available business day. You must retain copies of all vouchers for 12 months. Vouchers can be charged back for late deposits. If you require any additional information, please contact Merchant Business Solutions on 1800 029 749. FALL BACK SALES PROCEDURES 57
9.0 Interfaced EFTPOS The following section describes interfacing with the EFTPOS EXTRA terminal. Interface Connection If you are using an interfaced terminal the instructions in the diagram below illustrate how to connect the terminal to the cash register. Instructions on configuring cash register to interface with the terminal will be provided by your cash register supplier. INTERFACED EFTPOS Interfaced EFTPOS from Westpac is an EFTPOS EXTRA terminal receiving transaction information from a computer based cash register. The cable provided (see Figure 1) is required to connect the cash register. The cable has a 6 Flat connector on one end that is inserted into the Pinpad COM 1 port on the EFTPOS EXTRA terminal (see Figure 2). The other end of the cable has a 9-pin connection that is inserted into an available COM port on the cash register (see Figure. 3). Generally these ports are at the back of the register. Note: The interface cable uses a 9-pin COM port. If a 25-pin COM port is to be used then a suitable adaptor must be purchased. Westpac does not supply this adaptor. Figure 1 Interface Cable 6 Flat Connector 9 Pin Connector PIN-PAD COM-1 Figure 2 Base of Terminal PIN-PAD COM-1 PIN-PAD COM-1 2 COM-2 COM-2 COM-2 Figure 3 Peripheral (Com) 2 Ports 2 9 Pin Com Ports 58 INTERFACED EFTPOS
10.0 Minimising Fraud At Westpac, we take fraud seriously, and you should too. Fraud can cost your business significant amounts of money, and certain types of merchants based on the types of goods sold are more prone to fraudulent transactions than others. We believe it is essential for you to have a sound understanding of credit card fraud, how it can be detected and how it can be prevented. And, because we do consider that credit card fraud is a very serious issue, we have developed a brochure to assist you in fighting fraud. This brochure is entitled Protecting business against credit card fraud. We strongly urge you to read this brochure carefully, and to keep it close as a handy reference guide. A DVD is also available if you require more information. ADDITIONAL FRAUD PREVENTION INFORMATION IS AVAILABLE ON THE WESTPAC WEBSITE AT: www.westpac.com.au 10.1 CCV Security Codes. What is CCV? The three-digit value printed on the signature panel of a payment card used to verify cardnot-present transactions. CCV security codes are a way to lessen the risk of fraud and chargeback when the cardholder is not physically present, or when a card cannot be inserted/swiped successfully. In these cases you can key in the card number. A CCV security code is printed on the card but does not appear on receipts. When you key in the CCV code, a check is made that the code matches the card number. This gives greater assurance that the customer is in possession of the card. CCV codes are numbers of three or four digits, depending on the card type. Note: Some cards, for example, do not have a CCV code CCV (Card Check Value) is also known as CVV and CVC MINIMISING FRAUD 59
Where Can I Find the CCV Security Code? Some cards, for example MasterCard and Visa, have a three-digit CCV printed on the signature strip on the reverse side of the card. Other numbers may precede the CCV. The last three digits on the signature strip are the CCV. Other cards, for example American Express, have a four-digit CCV on the front of the card, above the account number. Some cards do not have a CCV. CCV Should I Save CCV Security Codes? No. It is prohibited to store the CCV codes. must remain secret. You must not write them down or save them electronically. Doing so might lead to heavy penalties. Manual Authorisations and CCV If your terminal is not functioning at all, you can revert to a manual imprinter. When seeking authorisation for a credit card transaction above the floor limit, be sure to provide the CCV number if available. 60 MINIMISING FRAUD