EFT930 Mobile GPRS Terminal Quick Reference Guide 0
123 Send Mobile GPRS Terminal INDEX PAGE Glossary of Terms 2 Getting Started 3 Terminal Layout 4 Till Rolls 5 Changing Your Passwords 6 Taking Card Payments 8 Processing a Chip and PIN Refund 10 Processing a Mail Order / Customer Not Present (CNP) Sale 11 Processing a Banking Report 12 Troubleshooting 13 Terminal Management 18 Terminal Menu Structure 19 Additional Services 20 Contact Numbers 21 1
Glossary of Terms Term Acquirer Definition Your acquirer is a processing house where all of your transactions are processed and the funds then transferred into your business bank account. Banking Window This is a specific time slot, set by your acquirer, when your transactions are confirmed by your acquirer. To confirm this time slot you will need to contact your acquirer. CNP This is a feature which enables you to take payments over the telephone or by mail order. You must ensure you have all of the customer s details before proceeding with this type of transaction GPRS General Pack Radio Service - This is the means the transaction data is transmitted from the terminal to the bank. Heartbeat The terminal has a built in system that connects automatically to the TMS every 4 weeks. This is to ensure the software on the terminal is up to date. MID Merchant Identification This is a unique number that is assigned to your Company by your Acquiring Bank. PIN Personal Identification Number The customer s personal number that they enter when paying for goods. This number is not to be divulged to anyone. TID Terminal Identification - This is a unique number that is assigned to your terminal to ensure the correct details are being used for your company. You can find your TID on your receipt and you should have this number to hand prior to calling the helpdesk. TMS Terminal Management System This is the application that 123Send uses to configure your terminal. 2
Getting Started Within your delivery, you should have the following:: 1. GPRS Terminal 2. Mains charging lead (fits into base station) 3. Base station for terminal 4. One full till roll 5. SIM CARD This will already be installed in the terminal 6. Full instruction manual 7. Any additional accessories you have ordered If any of these items are missing please call our Technical Helpdesk on 0800 54 24 123 BATTERY INFORMATION: Please ensure you charge the battery for a minimum of 6 hours before use. The battery can only be recharged when in the terminal, using the supplied base unit or travel charger. Only use approved chargers provided by 123Send While the battery is charging, an animated line will be shown below the symbol. For maximum efficiency, it is recommended to charge the battery at ambient temperatures (between 15 and 25 C). For maximum performance, it is recommended to change your battery pack every two years. It is normal for the battery and base to heat up slightly when charging. If the battery symbol shows empty, and the terminal displays a Battery Low warning then you should recharge the terminal battery as soon as possible for a minimum of 6 hours. If the terminal displays a Battery too low warning and powers off, then the battery must be recharged, before further use of your terminal is possible, for a minimum of 6 hours. DO NOT attempt to use your terminal without its battery pack. DO NOT attempt to open the battery pack. There are no user-serviceable components. DO NOT remove the battery pack from the terminal for extended periods of time. DO NOT discard old or broken battery packs. Return them to your terminal supplier for correct recycling. DO NOT leave on constant charge as this will have a degrading effect on the batteries life span. 3
Terminal Layout Printer Feed Display Function Buttons Keypad Power On/Printer Feed Menu Button Cancel Back Space Enter Chip & Pin Slot Magnetic Strip Battery Icon Network Status Signal Strength Terminal Status Handset Number Date and Time 4
Till Rolls Changing Till Rolls Your terminal will only work using 123Send approved thermal paper. This can be purchased by visiting our online shop www.123send.net/shop or by calling 0800 54 24 123. To replace the till roll please follow the steps below: Open the paper housing cover by pulling the catch upwards. Do not be too forceful as this may damage the terminal. Remove the remaining roll or the inner tube. Un-stick the paper at the start of the new roll and insert. Close the paper housing cover by pressing the cover closed to engage the two catches. Press the paper feed key when the terminal has powered up. Till Roll Text If you wish to amend the till roll text please contact our Technical Helpdesk on 0800 54 24 123. Please note there can only be a maximum of 24 characters, including spaces, per line. 123Send 120 Leman Street 0800 54 24 123 MID: 897654321 TID: 12345678 HANDSET 1 VISA DEBIT AID: A000000031010 VISADEBIT ************ 1230 EXP 04/12 Till Roll Text Line 1 Till Roll Text Line 2 Till Roll Text Line 3 Merchant Identification Number (MID) Terminal Identification Number (TID) Handset Number Card Type Acquirer s Reference Card Type Card Number Expiry Date SALE AMOUNT 123.00 TOTAL 123.00 PIN VERIFIED Amount Total THANK YOU FOR YOUR CUSTOM CUSTOMER COPY PLEASE RETAIN 5
Changing Your Passwords Supervisor Password Your terminal has several security features enabled to minimise the risk of fraudulent transactions/refunds being processed. One such feature is a Supervisor Password which must be entered when processing refunds and banking reports. 123Send recommend that you change your password upon receipt of your terminal. To change your password please follow the steps below: TERMINAL DISPLAY DESCRIPTION Press Menu button Twice Press F3 Due to recent changes some Acquirers insist the password is amended before the terminal is dispatched. The default password can be found on the confirmation letter that was emailed or posted to you. Enter the default password* Press F2 Press F4 Press F1 Press OK Press OK This is now complete. Please ensure the safekeeping of the password and do not disclose it to anyone outside of your company. You are able to change your password as many times as you wish. *If you have forgotten the Supervisor Password please call our Technical Helpdesk on 0800 54 24 123 and they will reset this back to the default password, after verifying your identity. 6
Changing Your Passwords Refund Password Your terminal has a Refund Password function. When you receive your terminal this password will be the same as the Supervisor Password. The Supervisor Password must be entered before processing a refund. To change your Refund Password please follow the below instructions. Please note, your Supervisor Password will remain unchanged. TERMINAL DISPLAY DESCRIPTION Press Menu Twice Press F3 Due to the recent changes some Acquirers insist the password is amended before the terminal is dispatched. Enter Default Password* Press F2 Press F4 Press F2 Press OK Press OK This is now complete. *as per page 6 7
Taking a Payment using Chip and Pin TERMINAL DISPLAY DESCRIPTION Insert the Customer Card into the reader with the chip facing up and towards the keypad. The terminal will check the card type then display the screen shown left Key in the amount in pence (i.e. 1545 for 15.45) then press OK The screen will now display the amount entered for the customer to confirm and enter their PIN. Hand the terminal to the customer Using the keypad ask the customer to enter their 4 digit PIN, then press OK The terminal will confirm the PIN entered is correct and then prompt the customer to hand the terminal back to the merchant. If the PIN number entered is incorrect the terminal will prompt to re-enter. The customer has 3 attempts to get it right. The terminal will make connection to the Acquirers system to obtain an Authorisation code. Ensure the card is not removed during this process as it will VOID the transaction. The first receipt which the terminal will print is the Merchant copy, tear this off and then press OK to print the Customer copy Remove the card. Tear off customer copy. Check the transaction has been verified and not Declined / Void or Cancelled The terminal is now ready to take the next transaction. If the terminal shows Call Auth Centre Please call your acquirer. The telephone number will be displayed on the screen. Follow the on screen prompts. You must only enter the Authorisation Code provided to you by the Authorisation Centre. Failure to do so could result in the money not being paid into your account. All queries relating to payments that are being paid into your bank account must be directed to your acquiring bank (see page 21 for contact details) 8
Taking a Payment using the Magnetic Strip If the customer s card does not have a chip on it then you can take payments by using the Swipe function on the terminal, which is located on the right hand side of the terminal, see page 4 TERMINAL DISPLAY DESCRIPTION Enter the amount to be charged in pence The terminal will then connect to your acquirer for authorisation If the transaction has been approved an authorisation code will appear on the screen. If the transaction has not been authorised the terminal will display Void, Declined or Call Auth Centre Once it has been authorised it will print of a receipt for the customer to sign. You must retain this Check the signature. Press F1 for an invalid signature Press F2 for a valid signature If the signatures match then the terminal will print a copy of the receipt. This must be handed to the customer for them to retain Once complete the terminal will return to the Ready screen Please ensure that you always have your back up swipe machine if your acquirer provides one. Refer to your acquirer Merchant Operating procedures on Magnetic Swipe Payments and how to process, in case you experience any technical issues with your terminal that cannot be resolved by our Technical Helpdesk in the short term. You must only enter the Authorisation Code provided to you by the Authorisation Centre. Failure to do so could result in the money not being paid into your account. 9
Processing a Chip and PIN Refund TERMINAL DISPLAY DESCRIPTION On the Ready screen Press the Menu button once. Select F2 for Refunds You will be prompted to key in your password (You should change this for security reasons from the default, please see page 7) Press OK once the password is entered. Insert the Cardholder s Card into the reader with the chip facing up and towards the keypad. Key in the amount in pence (i.e. 1545 for 15.45) then press OK The terminal will make connection to the acquirers system to obtain an Authorisation code. Ensure the card is not removed during this process as it will VOID the refund Once the terminal has received the authorisation from the acquirers system to complete the refund, the terminal will prompt you to remove the card The first receipt the terminal will print is the Merchant copy, retain this and then press OK to print the Customer copy The terminal is now ready to take the next transaction 10
Processing A Mail Order / Customer Not Present (CNP) Sale TERMINAL DISPLAY DESCRIPTION On the Ready screen press the Menu button once. This will bring up a list of options Select MAILORDER by pressing F1 on the keypad To complete a CNP Sale select F4 on the keypad. You will be prompted to key in the long card number Using the keypad enter the long number for the credit card. The terminal will check the card type and display it on the screen Using the keypad enter the 4 digit expiry date. If the expiry date appears as 11/12 on the card, then key in 1112 then press OK The CSC number can generally be found on the Signature Strip and is the last 3 digits Key in the numbers from the CARDHOLDER S Postcode (i.e. for HA7 2JE key in 72) then press OK Key in the numbers from the CARDHOLDER S address (i.e. 412 for 4A, 12 High Street) then press OK. If there is no house number then leave blank and just press OK Key in the amount in pence (i.e. 1545 for 15.45) then press OK The First receipt which the terminal will print is the Merchant copy, tear this off and then press OK to print the Customer copy Terminal is now ready to take the next transaction If the terminal shows Call Auth Centre Please call your acquirer. The telephone number will be displayed on the screen. Follow the on screen prompts. You must only enter the Authorisation Code provided to you by the Authorisation Centre. Failure to do so could result in the money not being paid into your account. 11
Processing a Banking Report In order to ensure accurate accounts you must carry out banking reports via your terminal on a regular basis. Below is a step by step guide on how to complete these reports. TERMINAL DISPLAY DESCRIPTION Press the Menu button twice to bring up the menu on the screen Select F1 for reports You will be prompted to key in your password (You should change this for security purposes from the default. If you have not done so already please see page 6) Press OK once the password is entered Select F1 for End of Day. The terminal will now make connection with the Acquirer system, if you have more than one Acquirer, the terminal will call them in alphabetical order, e.g. Amex, Diners, and Streamline). Once it has completed the reconciliation it will print off the report Terminal is now ready to take the next transaction Banking Reports should be completed at the end of each working day in your Banking Window. This is to ensure that all transactions taken are confirmed at your acquirer. If you are not sure of your Banking Window please contact your acquirer on the number listed at the back of this booklet. Reporting To ensure the transactions processed by the terminal are being received by your acquiring bank it is strongly recommended that you run the appropriate reports: Banking -The banking report (sometimes called Reconciliation ) compares the transactions taken by the machine with those received by your acquirer. You must run these reports in order to maintain accurate accounts. X Balance - An X balance may be used at intervals throughout the trading day for example, to separate takings from different shift periods or staff members. It does not reset the totals for the trading period, but provides a subtotal of the takings since the last balance report. This total will reset when you do a Banking/End of Day report. Z Balance - A Z balance will reset the banking. This report shows the transactions taken since the last Z balance was run. This report should be used in conjunction with the Banking report at the end of your trading day to ensure that your takings match those received by your acquirer. If the totals do not match please contact your acquirer, see page 21 for contact numbers. End of Day - This option is not an independent report, but a function which runs a Banking and Z Balance in succession. 12
Troubleshooting Before calling the Helpdesk, please use the troubleshooting guide below to help resolve common issues. If these do not provide a solution then please contact our Technical Helpdesk on 0800 54 24 123. TERMINAL DISPLAY DESCRIPTION The terminal is unable to communicate. Try powering down the terminal and rebooting to try and establish a network connection. If the GPRS status shows NO SIM, turn the terminal off, remove SIM card and wipe with a clean, dry cloth. Reinsert the SIM card and switch the terminal back on. If GPRS Status shows NO SIM, contact the Helpdesk on 0800 54 24 123. The customer s card inserted is not configured for the selected transaction type. Ask the customer to pay by some other means. The selected operation is not allowed for the card presented, or the card is faulty. Ask the customer to pay by some other means and advise them to contact their Card Issuer. The selected operation is not allowed for the card presented, or the card is faulty. Try to process the payment one more time. If the terminal displays the same message ask the customer to pay by some other means and advise them to contact their Card Issuer A referral has occurred. Call the Authorisation Centre on the number displayed or printed by the terminal for voice authorisation of this transaction The card issuer has declined to authorise the transaction, ask the customer to pay by another means. The terminal has not successfully contacted the Acquirer Host within 3 dial attempts. The diagnostic codes printed on the subsequent receipt will show whether there is a problem with the network or the Acquirer Host system. Check signal strength and if network coverage is good but problem persists contact the helpdesk. The card presented is a card type that is not supported, or is damaged and cannot be read by the terminal.try to process the payment one more time and if the terminal displays the same message ask the customer to pay by some other means and advise them to contact their Card Issuer You have attempted to perform a transaction but the acquirer has not set you up for this facility, e.g. Cashback or Customer Not Present Transaction. Whilst 123Send will endeavour to resolve any issue with your terminal in a timely manner we cannot guarantee network connection. PLEASE BE AWARE 123SEND CANNOT BE HELD RESPONSIBLE FOR NETWORK ISSUES. PLEASE REFER TO SECTION 3 OF YOUR TERMS AND CONDITIONS FOR FURTHER CLARIFICATION. 13
Troubleshooting (continued) Printing Problems If at any time your terminal struggles to print out receipts and/or reports, we recommend you follow the below steps: TERMINAL DISPLAY DESCRIPTION Press the down button on centre button Press 0 Press 3 Press 3 Press 2 Press 1 Press 1 Press the Red Cancel button to return to the READY screen The battery icon will display half a charge. Once you have carried out this procedure, leave your terminal on charge for a minimum of 6 hours. If this does not resolve the issue please contact the Technical Helpdesk on 0800 54 24 123. Following this procedure may also resolve issues such as the terminal not holding charge. 14
Troubleshooting (continued) Connection Issue On rare occasions the signal bars, shown in the top right hand corner of the screen, may disappear. Please follow the instructions below to resolve the issue. INSTRUCTION DESCRIPTION Switch off the terminal using the yellow key and button with three dots on. Press simultaneously and hold until the terminal switches off Remove the SIM card Wipe the SIM with a clean dry cloth Reinsert the SIM Card (as shown in the picture) Power the machine back on Wait 30 seconds and the signal bars should reappear If the signal bars do not reappear then please contact our Technical Helpdesk on 0800 54 24 123. Multiple Terminals Your terminal is set up to work on a specific network. If you have more than one terminal it is important that the SIM cards are not moved from one terminal to another as it may result in the terminal not functioning. This will also affect our records which may cause a delay in resolving any issue you may have with the terminal. 15
Troubleshooting (continued) Taking Your Terminal Outside of the UK If you are planning to use the terminal outside of the UK you need to: 1) Refer to your acquirer to ensure that you able to transact outside of the UK and 2) Contact our Customer Service team on 0800 54 23 123 so they can enable international roaming at least 4 working days before travelling. There is an additional cost for the set up of this service. Please note we are unable to configure terminals to work in certain countries PLEASE BE AWARE 123SEND CANNOT BE HELD RESPONSIBLE FOR NETWORK ISSUES. PLEASE REFER TO SECTION 3 OF YOUR TERMS AND CONDITIONS FOR FURTHER CLARIFICATION. PLEASE ENSURE YOUR TERMINAL IS SWITCHED OFF AND REMOVE THE BATTERY FROM THE TERMINAL WHEN ON AN AEROPLANE. Terminal Displaying Not Ready Once every 4 weeks your terminal will dial up to the Terminal Management System (TMS) to update the terminal software. If at any stage during this process the power or signal strength is reduced then it will be unable to complete the download. To rectify this you will need to carry out a TMS call. To perform this function follow the below steps: TERMINAL DISPLAY DESCRIPTION Press Menu Press F4 Setup The terminal will connect to the Terminal Management System and download any software changes Once complete the terminal will return to the Ready screen and you will be able to take transactions again. Security Alert If this message is displayed on your terminal please contact the Technical Helpdesk immediately. Do not attempt to carry out any repairs on the terminal as it will only further damage the terminal and you maybe liable for any costs to repair the terminal. You will not be able to process any transactions whilst the terminal displays this message. 16
Troubleshooting (continued) ISSUE SOLUTION FURTHER ACTION Terminal unable to print or printing slow Check to see if the battery is showing as charged Perform a Battery Reset as advised on page 14 Leave the terminal on charge for a minimum of 6 hours If these actions do not resolve the issue contact the Technical Helpdesk on 0800 54 24 123 Terminal not printing Open the paper house and check to see if the Printer Roll Bar is clean If these actions do not resolve the issue contact the Technical Helpdesk on 0800 54 24 123 No Network coverage Switch off the terminal and remove the Sim card, wipe with a clean dry cloth, as advised on page 15 Reinsert the SIM card and switch the terminal on and the signal bars should appear in approximately 30 seconds If these actions do not resolve the issue contact the Technical Helpdesk on 0800 54 24 123 Terminal displaying NOT READY Ensure you have a minimum of 4 signal bars on your terminal Press Menu once Press F4 for Setup The terminal will now connect to the network and carry out a download Once complete the terminal will display Ready Sometimes you may need to repeat this process if the download fails. Simply follow the instructions again. If these actions do not resolve the issue contact the Technical Helpdesk on 0800 54 24 123 Security Alert Contact the Technical Helpdesk on 0800 54 24 123 Your terminal will not function whilst in this state N/A Memory Full In order to clear this you must carry out a Banking Report as advised on page 12 If these actions do not resolve the issue contact the Technical Helpdesk on 0800 54 24 123 Display Contrast To amend the screen contrast of the terminal hold down the button with 3 dots on it and press the Up or Down on the button below the screen. If these actions do not resolve the issue contact the Technical Helpdesk on 0800 54 24 123 17
Terminal Management By following the simple guidelines below it can help get improved performance out of your terminal and minimise the risk of any faults occurring with the machine Do Read the 123Send Quick Reference Guide for instructions on how to set up your terminal When you receive your new terminal ensure it is placed on charge for a minimum of 6 hours before you use it Ensure you are familiar with how the terminal works before you commence trading Only use the supplied 123Send equipment If you are experiencing no signal remove SIM card and wipe with a clean cloth and restart your terminal before contacting the Technical Helpdesk as per page 15 Remember to complete your Banking Reports at the end of each day. For instructions on how to carry this out refer to page 12 of the manual. Keep your terminal away from liquids at all times If you only use your terminal sporadically throughout the year then ensure you charge your terminal at least once a month to ensure battery longevity If you are taking your terminal outside of the UK remember to contact our Customer Service Department on 0800 54 23 123 at least 4 working days before you travel If your terminal is lost report it immediately to our Technical Helpdesk and your acquirer or if stolen please contact the police immediately as well Remember to check our website as we update it with information regarding known issue, special offers and new products on a regular basis Check our website for all the latest news and offers from 123Send Don t Attempt to open (with the exception of the battery cover or SIM cover) or carry out any DIY on your terminal as it will cause a Security Alert which will render the terminal inoperable and you may incur additional costs to repair the terminal. Give out your Supervisor Password to anyone outside of your company Use if any of the wires are exposed Swap batteries between terminals, unless instructed to do so by our Technical Helpdesk, as this could damage the software of the terminals Attempt to use the SIM card in a mobile phone as you will incur additional costs. Swap SIM cards and terminals around as this may result in the terminal failing to connect to the network 18
Terminal Menu Structure The table below shows the layout of the menu structure of your terminal. To access the first level options press the Menu button once and use the centre button to navigate your way through this menu. To gain access to each option press OK. To access some of the options the terminal requires the Supervisor Password to be entered. The machine will prompt you to enter this when required. 1 st Level 2 nd Level 3 rd Level 4 th Level 19
Additional Services and Products Available 123 Send can now offer the following services to our merchants*: Adding surcharge to your terminal. To set the level of surcharge on your terminal please contact the Technical Helpdesk on 0800 54 24 123. Gratuity This option allows your customer to decide on whether or not they wish to add a gratuity to their bill. To enable this feature please call the Technical Helpdesk on 0800 54 24 123. Cash Back Without this enabled you do not have the ability to perform cash back transactions. To add this function to your terminal please call our Technical Helpdesk on 0800 54 24 123. Roaming SIM card This SIM is a premium product and does cost an additional fee per month. The SIM roams Vodafone, O2 and Orange and picks the network with the strongest signal. Customer Not Present This will enable you to take Mail Order transactions. To set this up please contact your acquirer first and follow the instruction on page 11. *These services are provided at an extra cost and are subject to acquirer. 20
Useful Contact Numbers WorldPay: 08457 61 62 63 (Option 1) Merchant Helpdesk WorldPay: 08457 600 500 Authorisation Number Barclays Business: 08448 11 66 66 Merchant Helpdesk Barclays Business: 08448 22 20 00 Authorisation Number Lloyds Cardnet: 01268 567 100 Merchant Helpdesk Lloyds Cardnet: 01268 822 822 Auth Number (Customer Present) Lloyds Cardnet: 01268 278 278 Auth Number (Customer Not Present) HSBC: 08457 02 33 44 Merchant Helpdesk HSBC: Please see terminal screen for authorisation number First Data Merchant Service: Authorisation Number 08442 57 94 00 AIB (GB) Merchant Services: 028 9031 5050 Merchant Helpdesk AIB (GB) Merchant Services: 08457 44 99 44 Auth 24/7(Visa/Mastercard) Elavon: 0845 850 0195 Merchant Helpdesk Elavon: 0845 850 0197 Authorisation Number 21
Long Term Hire We offer a range of contract terms to suit your business needs. Contracts starting from 12 months to out-right purchase options. 123Send has it covered NEW Release Roaming SIM Maximise your coverage with our Roaming SIM card that ensures your GPRS terminal picks up the strongest carrier signal wherever you are. CALL 0800 54 23 123 for further information The PERFECT solution for whatever your needs: Fixed Counter Top Bluetooth Portable GPRS Mobile 123 Send has the answer 22
Short Term Hire Contracts starting from just 3 days Exhibitions/Live Events/ Auctions/Busy periods/ Festivals/ Sample Sales/Country Fairs/Trading Emergencies and more 123Hire has it covered Repair Options Call free 0800 54 23 123 We know that things happen which is why we offer comprehensive repair options for all our terminals, covering both Long Term Contracts and Purchased Terminals. Full range of accessories for your terminal 23
Refer a Friend and earn Easy Money: Recommend 123 Today NEW 25.00 Recommend 123Send and when your friend signs up we ll send you 25.00 *conditions apply HOW: Go online: www.123send.net/friend Call: 0800 54 23 123 Email: friend@123send.net 24
25 Personal Notes Use this space to make any notes
Personal Notes Use this space to make any notes 26
Sales: 0800 54 23 123 Technical Helpdesk: 0800 54 24 123 123 Send 120 Leman Street London E1 8EU www.123send.net Scan this using any QR reader and be connected to the 123Send website 27