St George eftpos, Operating Manual

Page 1: ...Dial up EFTPOS Merchant Operating Guide...

Page 2: ...iries 1300 305 066 Authorisations For Fall Back Purposes Only Cardlink Authorisation Centre credit cards only 1300 301 831 EFTPOS Help Desk debit cards only 1300 650 977 American Express Authorisation...

Page 3: ...e 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 Authori...

Page 4: ...your Agreement with the Bank 1 1 Merchant Responsibility for Equipment and Materials Provided Imprinters terminals any other hardware or equipment and any unused stationery and promotional materials...

Page 5: ...ss he or she requests otherwise 1 5 EFTPOS Stationery All items of stationery relating to your EFTPOS terminal and fall back procedures can be ordered by phone or online on the internet Please place y...

Page 6: ...tting Started 2 1 i5100 EFTPOS The i5100 EFTPOS terminal is a complete unit that includes a terminal a detachable power supply and a telephone cable The terminal also operates as a pinpad for the cust...

Page 7: ...and return the terminal to the idle state Clear Key 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 Ente...

Page 8: ...DIAL UP EFTPOS MERCHANT OPERATING GUIDE GETTING STARTED 2 3 Connecting the Terminal Plug It Power Socket Telephone Line RJ12 COM Port 1 RJ12 COM Port 2 RJ12 Ethernet Socket RJ45 Cable Management Clip...

Page 9: ...rd 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...

Page 10: ...minal above the metal blade as shown below c Position the paper roll with the end of the roll protruding from underneath the roll d Pull the paper out slightly and close the cover e Test the operation...

Page 11: ...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 Ac...

Page 12: ...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 MANAGEM...

Page 13: ...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 car...

Page 14: ...edit account transaction the manual key process should not be used Warning Where the manual key process has been used to perform a credit card transaction contrary to the MOTO or ECOM instructions out...

Page 15: ...raining 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 2 minutes it will revert bac...

Page 16: ...ess 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...

Page 17: ...the terminal keypad 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 Fu...

Page 18: ...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 SALE 4 00 SELECT ACCOUNT CHQ SAV CR Press the soft key...

Page 19: ...ere available 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...

Page 20: ...e customer s card through the card reader CASH 10 00 SELECT ACCOUNT CHQ SAV 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 an...

Page 21: ...DIAL UP EFTPOS MERCHANT OPERATING GUIDE TRANSACTION PROCEDURES 19 Cash Only Receipt EFTPOS FROM ST GEORGE Remember to always check the receipt to verify if a transaction has been approved...

Page 22: ...t and press ENTER RFND 5 00 INSERT SWIPE CRD Insert the customer s chip card into the chip card reader Or Swipe the customer s card through the card reader RFND 5 00 SELECT ACCOUNT CHQ SAV CR Press th...

Page 23: ...ck 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 A...

Page 24: ...nsaction and press ENTER SALE 10 00 0076 APPR CODE 692124 ENTER TO CONFIRM Press ENTER to confirm the transaction If incorrect press CANCEL CREDIT VOID PROCESSING The terminal is connecting to the ban...

Page 25: ...DIAL UP EFTPOS MERCHANT OPERATING GUIDE TRANSACTION PROCEDURES 23 Void Receipt EFTPOS FROM ST GEORGE Remember to always check the receipt to verify if a transaction has been approved...

Page 26: ...mer s chip card into the chip card reader Or Swipe the customer s card through the card reader SALE 25 00 ADD TIP AMT OR ENTER Key in the tip amount and press ENTER For credit and charge cards if tip...

Page 27: ...ed 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 compl...

Page 28: ...equired 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...

Page 29: ...n 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...

Page 30: ...justment 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 display...

Page 31: ...DIAL UP EFTPOS MERCHANT OPERATING GUIDE TRANSACTION PROCEDURES 29 Tip Adjustment Receipt EFTPOS FROM ST GEORGE Remember to always check the receipt to verify if a transaction has been approved...

Page 32: ...hat needs adjustment SALE 18 00 ENTER TOTAL AMT Key in the total amount of the transaction i e Sale plus Tip and press ENTER 1 SALE 18 00 TIP 2 00 TOTAL 20 00 ENTER TO CONFIRM The terminal displays th...

Page 33: ...the EFTPOS Helpdesk on 1300 650 977 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 th...

Page 34: ...te mmyy and press ENTER ENTER CCV Key in the CCV and press ENTER Or if CCV is not available just press ENTER Note CCV is described in section 10 0 Minimising Fraud MOTO ECOM 8 00 ENTER TO CONFIRM Conf...

Page 35: ...DIAL UP EFTPOS MERCHANT OPERATING GUIDE TRANSACTION PROCEDURES 33 Approved MOTO Receipt EFTPOS FROM ST GEORGE Remember to always check the receipt to verify if a transaction has been approved...

Page 36: ...beneath AUTH ENTER AUTH AMT Key in the pre authorisation amount and press ENTER AUTH 40 00 INSERT SWIPE CARD Insert the customer s chip card into the chip card reader Or Swipe the customer s card thr...

Page 37: ...ard If the transaction is declined the terminal will display an error message giving the reason An explanation of the error code is available in section 11 2 Response Codes Approved PreAuth Receipt ap...

Page 38: ...INAL 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 soft key beneath C O TERMINAL PWD Key in the terminal pas...

Page 39: ...ress ENTER or just press ENTER C O 40 00 ENTER TO CONFIRM Press ENTER to confirm Checkout amount VERIFY SIGNATURE CORRECT YES NO REMOVE CARD If the card was inserted remove the card from the reader If...

Page 40: ...DIAL UP EFTPOS MERCHANT OPERATING GUIDE TRANSACTION PROCEDURES 38 Checkout Receipt EFTPOS FROM ST GEORGE Remember to always check the receipt to verify if a transaction has been approved...

Page 41: ...ependent 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 PROCEDU...

Page 42: ...OCEDURE 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 01 10...

Page 43: ...ISPLAY PROCEDURE 22 05 2009 12 54 ENTER AMOUNT 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...

Page 44: ...42 DIAL UP EFTPOS MERCHANT OPERATING GUIDE HOW TO OPERATE USER MANAGEMENT SHIFT FUNCTION Shift Report EFTPOS FROM ST GEORGE...

Page 45: ...tions 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 2...

Page 46: ...44 DIAL UP EFTPOS MERCHANT OPERATING GUIDE REPORTING FUNCTIONS Sub Totals Report EFTPOS FROM ST GEORGE SUB TOTALS...

Page 47: ...will require the operator to enter the 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 AEST T...

Page 48: ...46 DIAL UP EFTPOS MERCHANT OPERATING GUIDE REPORTING FUNCTIONS Settlement Report EFTPOS FROM ST GEORGE WSB...

Page 49: ...e 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 settl...

Page 50: ...rint 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 Note The tip re...

Page 51: ...49 DIAL UP EFTPOS MERCHANT OPERATING GUIDE REPORTING FUNCTIONS Tip Report EFTPOS FROM ST GEORGE...

Page 52: ...ll reprint the receipt of the last transaction performed 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...

Page 53: ...51 DIAL UP EFTPOS MERCHANT OPERATING GUIDE REPORTING FUNCTIONS Receipt Reprint EFTPOS FROM ST GEORGE...

Page 54: ...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 t...

Page 55: ...ROC ROC Key in the ROC Record of Charge number of the required transaction and press ENTER ROC 00024 SALE 20 00 PREV NEXT INFO The terminal will display the transaction requested Press the soft key un...

Page 56: ...and press ENTER SCANNING BATCH PLEASE WAIT 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 p...

Page 57: ...55 DIAL UP EFTPOS MERCHANT OPERATING GUIDE REPORTING FUNCTIONS Transaction Log EFTPOS FROM ST GEORGE WSB...

Page 58: ...e required to enter an authorisation number which you can obtain by calling 1300 301 831 Alternatively ask your customer for an alternative means of payment Signature capture is required on all EFB tr...

Page 59: ...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...

Page 60: ...equired 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 i5100 EFTPOS terminal see Figure 2 The other end of the cable has a...

Page 61: ...solutions existing customers 10 1 CCV Security Codes What is CCV The three or four digit value printed on a payment card used to verify card not present transactions CCV security codes are a way to le...

Page 62: ...can Express have a four digit CCV on the front of the card above the account number Some cards do not have a CCV Should I Save CCV Security Codes No It is prohibited to store the CCV codes They must r...

Page 63: ...t transaction again 5 Call the Helpdesk if the problem persists Paper jamming Or Not feeding Or Not printing 1 Remove the paper roll from the printer to ensure that there is no paper caught 2 If the e...

Page 64: ...f the Response Codes Where your terminal displays a response code not listed in this guide and you use an electronic terminal supplied by us you should phone the EFTPOS Helpdesk on 1300 650 977 for cl...

Page 65: ...ales voucher if approved 03 INVALID PPID Contact the Helpdesk 04 CONTACT CARD ISSUER Obtain another form of payment Advise cardholder to contact card issuer 05 CANNOT PAY Obtain another form of paymen...

Page 66: ...0 51 CANNOT PAY Obtain another form of payment Advise cardholder to contact card issuer 52 WRONG ACCOUNT Retry the transaction selecting a different account If the transaction is declined again obtain...

Page 67: ...in another form of payment Advise cardholder to contact card issuer 91 ISSUER NOT AVAILABLE Bank is unavailable retry the transaction If the transaction is declined again follow manual fall back proce...

Page 68: ...DECLINED TIME OUT Retry the transaction Contact the Helpdesk if the problem persists X7 CANCELLED SYSTEM ERROR Retry the transaction Contact the Helpdesk if the problem persists Z1 CANNOT PAY Obtain a...

Page 69: ...GPRS The wireless communications network used to connect a mobile EFTPOS terminal Manual Fall Back The use of a manual click clack imprinter as a back up when an electronic terminal is not working Mer...

Page 70: ...68 DIAL UP EFTPOS MERCHANT OPERATING GUIDE Notes...

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Page 72: ...Limited A Division of Westpac Banking Corporation ABN 33 007 457 141 AFSL 233714 ACL 233714 ST10756 A04 11 Information contained in this brochure was correct at time of printing April 2011 and is sub...