MobileMerchant Application Guide

MobileMerchant Application Guide United Kingdom Ireland Version 6 Android: Google Play is a trademark of Google Inc. Apple: Apple, the Apple logo, iphone and ipad are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc. i P a g e

Contents 1 Welcome to Elavon MobileMerchant... 4 1.1... How Does It Work?... 4 1.2... What Do I Need?... 4 1.3... Contacting Elavon... 5 2 The PosMate Smart PIN Pad... 6 2.1... Introduction... 6 2.1.1 Charging... 7 2.1.2 Switching On and Off... 7 3 Installation and Configuration... 8 3.1... Pair (Connect) the PIN Pad with the Mobile Device... 8 3.1.1 Setting the PIN Pad Ready to Pair with Phone... 9 3.2... Install the MobileMerchant Application... 10 3.2.1 First Time Use... 11 3.3... Additional Configurations... 16 3.3.1 Tax... 16 3.3.2 Tip/Gratuity... 16 3.3.3 Discount... 16 3.3.4 Elavon Account Settings... 17 3.3.5 Business... 17 3.3.6 Security... 17 3.3.7 Additional Customisation... 17 4 Using Elavon MobileMerchant... 18 4.1... General Application Usage... 18 4.1.1 Launching the Application... 18 4.1.2 Lock Screen... 19 4.1.3 Change or Reset PIN... 20 4.1.4 Support... 21 4.1.5 Privacy Policy... 22 4.2... Performing a Sale... 23 4.3... Viewing Past Transactions... 27 4.3.1 Refreshing Past Transactions... 28 4.3.2 Retrieving More Results... 28 4.3.3 Advanced Searching... 28 4.4... Transaction Details... 29 4.5... Refunding or Voiding a Transaction... 30 ii P a g e

4.5.1 Refunding a Transaction... 30 4.5.2 Voiding a Transaction... 32 5 Troubleshooting... 33 iii P a g e

1 Welcome to Elavon MobileMerchant Thank you for purchasing Elavon MobileMerchant for your business - the revolutionary mobile phone based Point-of-Sale (POS) terminal. You will soon be enjoying the freedom to accept card payments from your customers wherever you are, and your business is sure to benefit from this mobility. 1.1 How Does It Work? Elavon MobileMerchant uses an application ( app ) on your iphone, ipad or Android Smartphone to process credit and debit card transactions, in conjunction with a small PIN pad which is linked using secured Bluetooth wireless technology. It s this simple: 1. You enter the amount you wish to charge your customer into the app. 2. Your customers insert their cards into your PIN pad and authenticate the transactions using their PIN, just like they would with any other POS terminal. 3. The iphone, ipad or Android Smartphone then connects to Elavon via the internet to get bank authorisation for the transaction. The whole process only takes a maximum of 30 seconds and is fully secure. As far as your customer is concerned it s exactly the same process as paying for something in a shop. The Elavon MobileMerchant application is simple to install on your Smartphone or tablet. This guide will help get you up and running as quickly as possible. 1.2 What Do I Need? In order to process live card transactions you ll need to arrange the following: 1. A mobile device a. Android SmartPhone OS 2.3.3 (or greater) b. iphone /ipod OS 6.0 (or greater) 2. A merchant account with Elavon. To set up an account, visit us at www.elavon.co.uk or www.elavon.ie and select the Merchant Services tab. 3. Purchase a Thyron PosMate 211 PIN pad from Elavon. 4. Download and configure the Elavon MobileMerchant application from the App Store or Google Play. NOTE: Rooted/jailbroken devices are not supported as Elavon ensures the highest level of security when processing a transaction. 4 P a g e

1.3 Contacting Elavon Note: Please record the following information in the space below as a quick reminder when configuring the MobileMerchant application. You may also need these when contacting Elavon for service. Transaction Key Terminal ID WebMIS User ID WebMIS Password If assistance is needed please contact Elavon MobileMerchant Support at: IRE: 1850 812 134 UK: 0845 600 1401 Or email us at Mobile.Merchant@elavon.com 5 P a g e

2 The PosMate Smart PIN Pad 2.1 Introduction The PosMate Smart PIN pad connects to your Smartphone or tablet wirelessly, via secured Bluetooth. Card-swipe slot for non-chip cards LCD Charging LED Bluetooth LED Cancel Key Confirm Key Clear Key Card Entry Slot PIN Pad Top Power Button Charger Socket Card swipe slot for non-chip cards 6 P a g e

2.1.1 Charging The PosMate Smart PIN pad has its own internal battery which needs to be charged before use. It can be charged from 3 sources: 1. Using the USB lead and the mains charger, both supplied. 2. Using the USB connected to a computer. 3. Using the car charger. When the charger is connected the red Power LED will light. When charging is complete it will turn green. It can take up to 6 hours to charge the PIN pad if the battery is completely flat. The PIN pad can be used while the battery is being charged, and the power connected icon, a small plug symbol, will flash on the LCD: The state of the battery is shown by a battery icon on the display: 2.1.2 Switching On and Off Press the power button on the top edge of the PIN pad. It will power up and be ready for use in a few seconds, and will show its serial number on the display. To switch the PIN pad off, press and hold the power button until 3 options are shown: 1. Low Power Mode 2. Turn off completely 3. Return to normal operation The low power mode puts the PIN pad in standby where it uses very little power, but it will be ready immediately the power button is pressed again. This can be useful if you are expecting to make a number of transactions throughout the day and don t want to wait for the PIN pad to power up each time. Never use any other charger than the one supplied with the PIN pad as damage may result 7 P a g e

3 Installation and Configuration The following will guide you through installing your PIN Pad, the MobileMerchant application and configuring the application to take payment. 3.1 Pair (Connect) the PIN Pad with the Mobile Device Prior to installing the application, pair the PIN Pad with the mobile device. Pairing is the process of connecting your mobile device to your PIN Pad using Bluetooth communication. 1. Go to the Bluetooth settings on the mobile phone/tablet device. 2. Power-on the PIN Pad. 3. Once the PIN Pad shows READY, press the yellow button and select Data Bearer. If prompted for Supervisor PIN, enter 8497, otherwise, the PIN Pad will display ENTER PASSKEY. 4. On the mobile device, select the Scan option to search for other Bluetooth devices. A PosMate device will appear in the list. Select this device and a passcode will appear on the mobile device. Enter this passcode on the PIN Pad and press the OK button. After a few seconds, the PIN Pad will show a PAIRED SUCCESSFULLY message if pairing succeeded. If pairing failed, repeat the above steps. For detailed instructions, follow the steps below in section 3.1.1: Setting the PIN Pad Ready to Pair with Phone. 8 P a g e

3.1.1 Setting the PIN Pad Ready to Pair with Phone 1. Press the yellow Clear button. Display shows: 2. If prompted for Supervisor PIN, enter 8497. Otherwise, the PIN Pad will display BLUETOOTH ENTER PASSKEY. This would have been provided with your smartphone. Enter the supervisor PIN or PASSKEY within 5 seconds and press the green OK button. (If you don t enter the supervisor PIN quickly enough the PIN pad will time-out. If this happens, just go back to 1. above.) Display shows: 3. After entering Supervisor PIN, check that Bluetooth is highlighted (if not, press 2), then press the OK button. Display shows: 4. Enter the 6-digit passkey given by your device within 5 seconds and press the green OK button. (This passkey will be used just for the Bluetooth pairing process. You can make a note of it in the front cover of this manual, for reference). Display shows: 5. The Bluetooth LED on the PIN pad will now be flashing, indicating that it s ready to pair with your Smartphone or tablet. Display shows: The PIN pad will wait for several minutes for you to pair your Smartphone or tablet with it. 9 P a g e

3.2 Install the MobileMerchant Application With the PIN Pad successfully paired, install the MobileMerchant application on the mobile device from either the App Store or Google Play. Prior to launching the application, ensure you have the following information available for first-time configuration. This information will be given to you after setting up an Elavon merchant account: 1. Terminal ID 2. Transaction Key 3. WebMIS Username/Email 4. WebMIS Password (Please reference your Welcome email for the above information) NOTE: If for any reason the application setup is interrupted before completion (i.e. application is terminated), the setup process will start over from the beginning. 10 P a g e

3.2.1 First Time Use With the above information in hand, launch the MobileMerchant application. The first screen displayed is the First-time Use Welcome screen. Select the Set up option and proceed as follows. Create Your Secure PIN The security screen prompts for creation of a PIN code to lock and protect the application. Please consider the following requirements when selecting a PIN: 1. PIN must be 5 digits in length 2. Repeated values are not allowed (e.g., 11111) 3. Common sequences are not allowed (e.g., 12345) Android iphone NOTE: Be sure to remember the PIN code configured on this screen! When done entering and confirming a PIN code, press the Next button. 11 P a g e

Provide Your Business Name The business page allows you to specify the name under which your business operates. This name will be displayed as the sender on all receipts sent to customers. Android iphone NOTE: Only Latin-based characters (A-Z, 0-9,!, @, #, $, %, *) are allowed for the business name. When done entering your business name, press the Next button. 12 P a g e

Select Your PIN Pad If you have not already paired your PIN Pad to your mobile device, please do so now. Pairing can be done by launching the Bluetooth settings on your mobile device. If for some reason you have another PIN Pad paired to your mobile device, you may leave it asis, or choose to remove it from the device s Bluetooth settings. During the application setup process, if multiple PIN Pads are found, you will be prompted to select the desired PIN Pad for processing transactions. Android iphone Once the PIN Pad has been paired, press the Confirm Pairing (or Test Connection) button on the screen. If successful, you will see the name of your PosMate PIN Pad appear in green on the screen. At this point, press the Next button. 13 P a g e

Provide Your PIN Pad Credentials At this point, you will need the following information: Terminal ID Transaction Key If for some reason you do not have this information, please contact Elavon support. During this stage of the setup, please ensure your PIN Pad is powered-on and your mobile device has an active internet connection. Android iphone Enter your Terminal ID and Transaction Key values into the page and ensure the PIN Pad is powered-on and in-range of the mobile device, and then press the Next button. The mobile device will go online to verify the entered values. During this time, you may see updates occurring on the PIN Pad. If all is successful, the mobile device will proceed to the next screen. 14 P a g e

Provide Your WebMIS Credentials At this point, you will need the following information: WebMIS Username/Email WebMIS Password The WebMIS credentials used during this part of the setup are the same values used when logging on to https://mobilemerchant.elavon.com. Please ensure your device has an active internet connection during this portion of the application setup. Android iphone Enter your WebMIS Username/Email and WebMIS Password values into the page and press the Next button. The mobile device will go online to verify the entered values. If all is successful, the mobile device will proceed to the next screen. Complete At this point, the application is successfully configured and ready to take payment. Press the Finish (or OK) button. Android iphone 15 P a g e

3.3 Additional Configurations A variety of application options are available to aid in taking mobile payments. At any point, press the Menu button and select Settings to adjust the application configuration. The following options may be configured. Note: these settings are optional and not required to be configured. 3.3.1 Tax Configure a tax (VAT) percentage to be computed and collected on each transaction, if applicable. 3.3.2 Tip/Gratuity Enable to optionally allow for the entry of tip/gratuity amount to a transaction. Tip/Gratuity amount can be configured in either a whole number or percentage amount. 3.3.3 Discount Enable to optionally apply a discount amount on a transaction. The discount amount is applied to the order total. Additionally, the discount can be entered as a whole amount or percentage amount from the entry screen. 16 P a g e

3.3.4 Elavon Account Settings The Elavon Account settings allow for the modification of the PIN Pad credentials (e.g., Terminal ID and Transaction Key) and WebMIS credentials. Note: This information can be found on your Welcome Email. 3.3.5 Business The Business settings allow you to customise the Business Name that will be shown on email and SMS receipts. 3.3.6 Security Within the Security settings you can change the User PIN and disable the Screen lock inactivity setting. 3.3.7 Additional Customisation Enable/Disable application sounds. 3.3.8 Update PIN Pad The Update PIN Pad setting updates the configuration of the PIN Pad, pulling down any updates that are available. 17 P a g e

4 Using Elavon MobileMerchant You should now have completed the setup of Elavon MobileMerchant and be ready to take your first card transaction. The illustrations below are taken from an Android Smartphone; the same content will appear on an iphone. 4.1 General Application Usage 4.1.1 Launching the Application In order to launch the MobileMerchant Application on your mobile device, locate the application icon on your phone and tap on the icon. If you cannot find the application icon, you can search your device for the application name and tap on the MobileMerchant application when it appears in the search results. If you cannot find the MobileMerchant application on your device, please ensure that you have correctly downloaded it from the appropriate store (the App Store or Google Play). If it is your first time launching the MobileMerchant application on your mobile device, you will be shown a set up wizard to make certain that the application has all necessary information to process credit card payments accurately and securely. If you have already completed the first time use set up, you will be directed to the MobileMerchant Lock Screen when you launch your application. 18 P a g e

4.1.2 Lock Screen The MobileMerchant Lock Screen is a feature of the application to provide protection and security to you, our customer. By default, the application will lock after 10 minutes of inactivity, but this functionality can be disabled in the Security Settings within the Application Menu by toggling the Screen Lock switch. When you are on the Lock Screen, use the on screen keyboard to enter the PIN that you created for your MobileMerchant Application. 19 P a g e

4.1.3 Change or Reset PIN If you would like to change your PIN, you can access this feature through the Security Settings within your Application Menu by tapping Change User PIN. On the Change User PIN screen, supply your current PIN and enter the new PIN that you would like to use in the future to unlock your application. Confirm the PIN you would like to use in the future and then tap the Change User PIN button to complete the change. If you have forgotten your PIN, you can reset your PIN by tapping the Forgot Your PIN? link on the Lock Screen and providing your WebMIS credentials as well as a new PIN on the screen provided. 20 P a g e

4.1.4 Support If more information about the MobileMerchant application, or contact information for the MobileMerchant Support Centre, is needed at any time during your use of the MobileMerchant application, the Support screen is always accessible. During the First Time Use Setup, you can tap on the link at the bottom of the page that reads Need Help? About MobileMerchant to access MobileMerchant s Support screen. Once inside the application, the Support screen can be accessed through the Menu. If the Menu is inaccessible from your current screen, there will be a button which links to the Support screen in the top right-hand corner of the screen in the Navigation Bar. On the MobileMerchant Support screen, you will find contact information for MobileMerchant Support in the form of an email address, a phone number, and a web address hyperlink. The versioning information for your current downloaded version of MobileMerchant is visible. At the bottom of the Support screen, above the copyright information, there is a link to the Elavon Privacy Policy. If support is needed please contact us at: Mobile Merchant Support IRE: 1850 812 134 or UK: 0845 600 1401 21 P a g e

4.1.5 Privacy Policy Elavon s Privacy Policy can be found at the bottom of the MobileMerchant app Support screen and also by clicking here. 22 P a g e

4.2 Performing a Sale 1. Enter item price, quality, and description (optional) and press the key to enter it in your shopping cart. Repeat until all items have been entered. Item Count (Select to see cart) Increment Quantity Quantity Decrement Quantity Enter Item Description (optional) Checkout Button (Finished entering amounts) Total Amount Due (Includes tax when set) Cancel Transaction Current Amount Entered Subtotal (Current amount entered multiplied by quantity) Clear Key Keypad Add Amount Key iphone Controls are the same as displayed above 2. Review sale a. Add a discount by selecting the pencil edit button or the discount row (optional) b. Add gratuity by selecting the pencil edit button or the gratuity row (optional) c. Add a transaction note (optional) 23 P a g e

If you want to add or disable the discount, tax, or gratuity options select the menu option and select Settings. If you are currently in a transaction, finish or clear the transaction before editing the application settings. Transaction Notes (optional) Total Amount (Without tax) Discount Amount & Discount Tax Amount Edit Button (optional) Gratuity Amount & Gratuity Amount Edit Button Total Amount Due Take Payment Button ios Controls are the same as displayed above 3. Take Credit/Debit Card payment using the PIN Pad. a. Ensure the PIN Pad is powered-on and in-range. Then press the Take Payment button. Inform the customer to follow the prompts on the PIN Pad to complete the transaction payment. 4. Take a Cash payment. a. Press the Cash button. b. Select a tender amount using the quick buttons or press the Enter Other Amount button to enter the tendered amount. 24 P a g e

c. Once Amount Tendered entered, press the Check button to complete the sale. 5. Signature Required. In some cases the cardholder may be prompted to sign for a transaction. a. After completing step 3 above, the customer will be prompted to confirm amount on the PIN Pad. b. If a signature is required the PIN Pad will prompt you to collect cardholder signature. c. Cardholder then signs for transaction on the Signature Capture screen. d. Once the signature has been verified the cardholder is prompted to return the device to you. At this point the sale is complete. 6. Send receipt(s). You have the option of sending an email and/or a text message (SMS) receipt. After all receipts have been sent, select the Done button to start a new transaction. Note: If no receipt is sent, you are responsible for collecting a paper/handwritten receipt with cardholder signature. Email Receipt Text Message Receipt 25 P a g e

Email Receipt Text Message Receipt 26 P a g e

4.3 Viewing Past Transactions 1. Press the menu option on your device or on the top of the application and select Transactions. 2. Wait for the application to retrieve transaction details from the server. 3. After the transactions have been retrieved from the server and displayed, scroll the list and select a transaction row to see more detail or to refund or void the transaction. Refresh / Loading Transaction Advanced Search Transaction Refunded Transaction Status Transaction Amount Transaction & Payment Details Transaction Voided iphone Controls are the same as displayed above By default, only transactions that occurred within a week of the current time will be retrieved. If other criteria are needed, please see the Advanced search functionality. 27 P a g e

4.3.1 Refreshing Past Transactions While you are viewing your transactions, you may wish to update the list by retrieving the latest information from the server. Android : Press the button on the top navigation bar. iphone : Pull the transaction table down by dragging it with your finger. You should see an animated refresh icon, at which point you will release the table by lifting your finger off the device. The animated icon will continue spinning until the updated data has been retrieved. 4.3.2 Retrieving More Results Ten transactions are retrieved at a time in order to avoid retrieving more data than is necessary. If more transactions are available then a Show More button will appear. Pressing the button will fetch the next ten transactions. When there are no more transactions to fetch, the Show More button will no longer appear. Android : The Show More button appears upon scrolling to the end of the list. iphone : The Show More button will appear at the bottom of the screen, regardless of whether or not the list has been scrolled to the end. 4.3.3 Advanced Searching The scope of the search can be narrowed to more efficiently find any particular transaction. The available criteria are: Date Range (Required): Specify a date range. The start and end dates must be within 31 days or less of each other. Transaction Type (Optional): Choose whether you want to restrict the search to all transaction types, only sales (including voided sales), or only refunds (including voided refunds). Amount (Optional): The amount of the transaction. Last 4 digits of Card (Optional) Card BIN (Optional): The first 6 digits of the card. Note (Optional): Any text contained within the note, or user reference, of a transaction. 28 P a g e

4.4 Transaction Details When a transaction is selected, by pressing the transaction in the table or list of past transactions, the details for that transaction appear. Upon initially viewing a transaction, more details need to be retrieved from the server about that particular transaction such as the refundable amount. Therefore you may notice that the transaction details are updated very shortly after loading a transaction. If the transaction may be refunded or voided then those actions will be available (see below). The details include: Transaction Date: The time of the transaction. This is shown according to the time zone of the device. Transaction Amount: The amount of the transaction. Card Details: This includes the type of credit card, the last four digits of the card, the expiration date, and the type of transaction. Auth Code: The authorisation code of the transaction. Result: Whether the transaction was approved or declined. Entry Type: The code that indicates the manner in which the card was processed. Transaction ID: The ID of the transaction. Terminal ID: The ID of the PIN Pad on which the transaction was processed. Transaction State: Whether the transaction was committed or not. Settlement State: Whether the transaction has settled or not. Amount Refundable: The remaining amount of the transaction that may be refunded. Amount Refunded: The amount of the transaction which has already been refunded. Notes: The notes that were entered for the transaction, if any. Related Transactions: For a sale, any refunds that are linked to this transaction. For a refund, the sale which was refunded. 29 P a g e

4.5 Refunding or Voiding a Transaction Depending on the status of a transaction, a sale might be refundable or voidable. Examples: A sale that has been committed but not settled might be both refundable and voidable. A sale that has been committed and settled might only be refundable. A sale that has not been committed might only be voidable. A sale that has already been fully refunded will not be refundable. When you choose to perform a Refund / Void, MobileMerchant will perform a void when the conditions allow; otherwise a refund will be performed. The conditions for a void are: The total amount being refunded or voided equals the original total amount. The transaction is voidable (e.g. because it has not yet settled). 4.5.1 Refunding a Transaction 1. View past transactions (see above). Find and select the transaction that is to be refunded. On the transaction details, select the Refund / Void button. Refresh / Loading Refund / Void button 30 P a g e

Refund / Void button 2. Enter in the amount to be refunded. The total amount refunded must be equal to or less than the total amount charged. Note that if you have (exclusive) tax enabled, that the amount to be refunded should be the item amount as the tax portion will be calculated automatically and added to the total amount refunded. For example, a customer purchased an item that cost 1.00 with an exclusive tax of 0.07 (at a 7% rate) for a grand total of 1.07. If the customer then attempts to refund this item, the item cost should be entered as 1.00. The tax will be calculated and so the Amount to be refunded will equal the total of 1.07. Instead, when performing the refund if you attempted to enter an item cost of 1.07 then when tax is calculated and added, it will exceed the allowable amount. 3. Then, follow the steps that you would take to enter a sale transaction (See the above section Performing a Sale, the steps to enter a refund will be similar). 31 P a g e

Amount Available for Refund Amount Available for Refund 4.5.2 Voiding a Transaction View past transactions (see above). Find and select the transaction that is to be refunded. On the transaction details, select the Refund / Void button. Usually, the steps to perform a void are the same as those to perform a refund. However, if a transaction is not refundable but is voidable then when selecting the Refund / Void button, you will not have the option of entering the voidable amount as the voidable amount must necessarily equal the original total. However, all other steps for performing the void are the same as those for performing a sale or refund. 32 P a g e

5 Troubleshooting PIN pad does not turn on The battery is probably flat. Plug the PIN pad into a power source with the USB charger - the red light should come on when charging. If it doesn t, try plugging PIN pad into a computer s USB port. See the above section 2.1.1 on Charging your PIN Pad. If the PIN pad still doesn t turn on, press Reset button by inserting a thin pointed object (such as a paperclip) into the hole on the underside of the unit, and wait for a full reset. Blue Bluetooth light does not come on Try resetting the Bluetooth connection (see section above.) Delete (forget this device) PIN pad from Smartphone/tablet, and re-connect through the Bluetooth Scan and Pair/Connect (see section above.) PIN pad display shows an open padlock Tamper system in the PIN pad has been tripped. Contact Elavon Customer Support Customer Service: UK/NI 0845 600 1401 ROI 1850 81 21 34 Transactions always decline This will happen if there is insufficient mobile coverage. Check that a network signal is present on your Smartphone/tablet. I get a referral message displayed If a Voice Referral message is displayed the PIN pad has requested authorisation from the Bank. See the voice referral procedure on page 15. 33 P a g e

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