ANZ POS TURBO 2 OPERATING GUIDE
MERCHANT OPERATING GUIDE
ANZ POS TURBO 2
SIMPLE AND RELIABLE PAYMENT SOLUTIONS
CONTENTS
1. Welcome 4
1.1 Merchant Agreement 4
1.2 Important Contact Details 4
1.3 Authorisation 4
1.4 Floor Limits 5
1.5 Change of Business Details 6
2. Cards You Can Accept 7
3. Merchant Cards 8
4. Equipment Maintenance 8
5. Stationery 9
6. Fraud Minimisation 9
6.1 Card Present Card Checklist 9
6.2 Fraud Minimisation for Credit Cards 11
6.3 Fraud Minimisation for Debit Cards 13
6.4 Cards Left at Premises 13
7. Handling Cardholder information securely & PCI DSS 13
7.1 PCI DSS – Payment Card Industry Data Security Standard 14
7.2 Securing transaction Records 15
8. Errors and Disputes 16
8.1 Typical Causes of Return and Corrections 16
8.2 Chargebacks 16
9. ANZ POS Turbo 2 17
9.1 Terminal Features 17
9.2 Terminal Keypad 18
9.3 Card Reader 18
9.4 How to Load Printer Paper 19
9.5 How to install ANZ POS Turbo 2 terminal 19
9.6 How to secure the Multi-com Adapter 24
10. Modes of Operation 25
10.1 Start Screen 25
10.2 Security Mode 25
10.3 Training Mode 27
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11. Processing a Sale 29
11.1 How to Process a Cheque or Savings Purchase transaction (Applies to both Magnetic
Stripe and Chip Cards) 29
11.2 How to Process a Credit Purchase transaction using a Magnetic Stripe Card or a Chip
Card 31
11.3 How to Process a Purchase transaction using a Contactless Card or Smartphone 35
12. Processing a Cash-out Only transaction 37
13. Processing a Refund transaction 39
14. Electronic Fallback (EFB) Processing 45
15. Manual transaction Processing 51
15.1 Paper Voucher Processing 51
15.2 Hand key (Manual Entry) Processing 57
16. Mail, Telephone and eCommerce Order Processing 60
16.1 How to Process a Mail Order transaction (Scheme Cards only) 61
16.2 How to Process a Telephone Order transaction (Scheme Cards only) 63
16.3 How to Process an eCommerce Order transaction (Scheme Cards only) 65
17. Optional Features 67
17.1 Tip@Terminal (Tip with PIN) transactions 67
17.2 Pre-Authorisation 72
17.3 Customer Preferred Currency 83
17.4 Low Value Payments 86
17.5 Multi-Merchant Facilities 88
18. Terminal Error Messages 92
19. Settlement 96
20. Print Totals 97
21. Reprint the Last Record 100
22. Transaction Detail Report 100
23. Configuring Comms 101
24. Filing and Retention of Transaction Records and Vouchers 110
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1. WELCOME
We are pleased to welcome you as an ANZ Merchant and look forward to a long association with you.
This Operating Guide provides you with information on cards you can accept, ways to reduce
fraud and what to do if errors or disputes are incurred. It also contains clear and easy-to-follow
instructions on how to process transactions via your ANZ Terminal.
Please take time to read this manual thoroughly and ensure that your staff read it too.
1.1 MERCHANT AGREEMENT
Your ANZ Merchant Agreement contains valuable information and important requirements
relating to operating procedures. This Merchant Operating Guide forms part of the ANZ Merchant
Agreement and may be changed or replaced by us in accordance with the terms of the merchant
agreement.
ANZ strongly recommends that you follow the security checks and procedures in this guide to
assist in identifying and minimising fraudulent, invalid or unacceptable transactions.
ANZ may conduct an investigation if a transaction is believed to be fraudulent. The operators of the
applicable card schemes may also conduct their own investigations. Your Merchant Agreement
outlines the circumstances in which you will be liable for such transactions. If it is found that you have
processed invalid or unacceptable transactions, you may be liable for the value of those transactions.
Please refer to General Conditions, ANZ Merchant Services for more details.
1.2 IMPORTANT CONTACT DETAILS
ANZ Merchant Services (24 hours a day/7 days a week): 1800 039 025 or merchant@anz.com
Online Stationery Ordering: anz.com/merchantconnect
Authorisation Centre:
• Credit Cards (Visa® and MasterCard®) 1800 999 205
• Charge Cards (Diners Club) 1800 331 112
• Charge Cards (American Express/JCB) 1300 363 614
• Debit Cards (Cheque/Savings Accounts) 1800 039 025
NOTE: Calls to 1800 numbers from a mobile phone will incur normal mobile phone charges.
1.3 AUTHORISATION
Your terminal is designed to automatically seek authorisation from the cardholder’s Card Issuer
while processing an electronic transaction.
Authorisation confirms that the card number is a valid card number and that there are sufficient
funds in the account. Despite a transaction being ‘authorised’, the merchant bears the risk that the
customer is not the true cardholder.
Authorisation does not amount to verification that the transaction is genuine nor does it
authenticate the customer.
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• Authorisation of the transaction does not mean that the true cardholder has authorised
the transaction
• Authorisation does not protect the merchant from chargebacks
• The bank, ANZ cannot guarantee that a transaction has been conducted by the true
cardholder.
Authorisation Declined
Where an Authorisation is declined, please seek an alternative method of payment. If the
customer cannot pay, the goods should be reclaimed. For goods that cannot be reclaimed (e.g.
food items, petrol etc.), request photographic identification such as a Driver’s Licence or take a
description of the person and arrange with the customer to provide an alternative method of
payment. If unsuccessful, report the incident to the Police.
1.4 FLOOR LIMITS
A Floor Limit is a dollar amount set for a particular type of card transaction processed via your
merchant facility. Please note that Floor Limits relate to all transactions. Your Letter of Offer
outlines all Authorised Floor Limits that are specific to your business. Some of these limits are
specific to your business or industry, please insert these Authorised Floor Limits in the appropriate
spaces provided.
Authorised Floor Limits
Credit Card Floor Limits (including Visa® and MasterCard® Debit transactions)
Manual (Imprinter):
Electronic Fallback:
Please insert your Authorised Floor Limit
Please insert your Authorised Floor Limit
Internet: $0
Mail Order & Telephone Order: $0
All Other Electronic transactions: $0
NOTE: Please refer to your Merchant Agreement for further information on Floor Limits that apply to Manual
Imprinter and Electronic Fallback.
Debit Card Floor Limits (not including Visa® and MasterCard® transactions)
• All Merchants cash/combined purchase/cash $0
• Service stations, taxis/limousines, liquor and convenience stores $60
• Supermarkets $200
• All Other $100
Charge Card Floor Limits
Diners Club: American Express:
NOTE: A $0 Floor Limit applies to all Hand key Mail/ Telephone Order and eCommerce transactions.
For transactions over the Authorised Floor Limit, you must phone the Authorisation Centre using
the phone numbers outlined in section 1.2 to verify if the account has sufficient funds available to
cover the transaction. If approval is not obtained for transactions above your Authorised Floor Limit,
you risk the transaction being charged back.
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When you contact the Authorisation Centre, a transaction will be ‘approved’ or ‘declined’.
Ifdeclined, please advise the customer to contact the Card Issuer and seek an alternative method
of payment.
NOTE: An alpha character may be provided as part of the approval code. Select the numeric key
corresponding to the alpha character and press <▼> key to scroll through options. Example: If character ‘C’ is
required, select number ‘2’ on the pinpad and press the <▼>key until you scroll to character ‘C’, then press
ENTER.
NOTE: A transaction may still be charged back despite being authorised by the Authorisation Centre.
NOTE: A $0 floor limit applies to all card transactions.
1.5 CHANGE OF BUSINESS DETAILS
General Conditions describes various situations in which you must notify us of a change to your
circumstances.
Please visit anz.com/merchantconnect to complete and submit the respective form or contact
ANZ Merchant Services on 1800 039 025 if there are any changes to your:
• Business name and/or address
• Business type or activities including changes in the nature or mode of operation of
your business
• Mailing address
• Ownership
• Bank/branch banking details
• Telephone or fax numbers
• Industry
• Email address.
Should your business be sold, cease to trade or no longer require an ANZ Merchant Facility, please
contact ANZ Merchant Services on 1800 039 025.
The ANZ Merchant Services General Conditions sets out your obligations when your business is
sold, ceases to trade or no longer requires an ANZ Merchant Facility.
You must ensure that all stationery, promotional material, transaction Vouchers, Card Imprinters
and equipment (including Electronic Terminals) is returned to ANZ, based on the closure
instructions provided by ANZ Merchant Services.
Please note that it is the authorised merchant’s responsibility to ensure that the Merchant Facility
is returned. Failure to do so, may result in the continual charge of Terminal Rental Fees until all
equipment is returned in accordance with condition 16(iv) of the ANZ Merchant Services General
Conditions.
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2. CARDS YOU CAN ACCEPT
Credit Cards
Cardholders can use credit cards (Visa, MasterCard and UnionPay) to access their credit card
accounts. Cardholders can also access cheque and savings accounts where those accounts are
linked to the credit card.
Cardholders can access these accounts through the ANZ terminal using their PIN (Personal
Identification Number) or in certain circumstances, their signature. Cardholders can also use their
contactless card or Smartphone to make the purchase by tapping the terminal’s contactless
reader. For contactless transactions under a certain purchase value, PIN or signature may not be
required to verify a transaction.
Debit Cards
Cardholders possessing a debit card will use a PIN for verification in most circumstances.
Cardholders can also use their contactless card or Smartphone to make the purchase by tapping
the terminal’s contactless reader. For contactless transactions under or equal to the certain
purchase value, PIN or signature may not be required to verify a transaction.
Note: Debit Cards are not allowed to process Electronic Fallback, Paper Voucher or Manual transactions
unless an authorisation has been obtained, (refer to section 1.4 Floor Limits).
Charge Cards
Processing charge cards is essentially the same as processing credit card transactions. To accept
charge cards, you must have an agreement with the charge card Issuer (e.g. Diners Club, American
Express and JCB).
NOTE: Pre-authorisation transactions still require you to swipe or insert the customer’s debit cards and credit
cards in order to complete the transaction. You are unable to tap the customer’s contactless card or
Smartphone to complete these transactions.
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3. MERCHANT CARDS
You have been provided with two different types of Merchant Cards. These are designed to assist
you with different tasks, including processing Refund transactions and Manual Paper Voucher
transactions.
It is your responsibility to always keep your Merchant Cards in a safe place, and ensure only
authorised staff have access to these cards. Unauthorised access to these cards can result in
unauthorised refunds via your merchant facility resulting in theft from your business.
It is important that the correct cards are used at all times.
Replacement Merchant Cards can be ordered from ANZ Merchant Services on 1800 039 025 by the
authorised person from your business.
EFTPOS Merchant Card (Terminal ID card)
• To authorise a refund transaction, swipe through Magnetic
Stripe Card Reader
• To exit Security Mode, swipe through Magnetic Stripe Card
Reader
• To imprint your manual EFTPOS Merchant Summary
Vouchers for cheque and savings transactions
• As reference for your Terminal Identification Number (TID).
Merchant Summary Card (Merchant ID Card)
Your Merchant Summary Card is required when you imprint
your Merchant Summary Voucher for Manual Credit Card
transactions and as a reference for your ANZ Merchant
Identification Number (MID).
4. EQUIPMENT MAINTENANCE
It is your responsibility to provide a clean operating environment for your terminal. Liquids and
dust may damage the terminal components and can prevent it from operating. To order a
Magnetic Stripe Card Reader Cleaner, please visit anz.com/merchantconnect or contact ANZ
Merchant Services on 1800 039 025.
To prevent a fire, power units and cords should be inspected regularly. If any damage to the
power units or cords are found on your terminal, please contact ANZ Merchant Services on
1800 039 025 for assistance.
It is important to clean your terminal regularly to maintain its operating efficiency as you may
be charged if it is damaged. The terminal and screen may be wiped clean using a damp cloth.
Do not use abrasive materials. Use a soft brush to keep the keypad dust-free.
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NOTE:
• Please do not tamper with or remove the terminal housing
• Do not place the stickers on the terminals
• Do not disconnect your terminal’s power supply or communication line unless instructed to do so by ANZ
Merchant Services.
5. STATIONERY
You have been supplied with an initial stock of stationery including:
• 4 x Paper Rolls (for electronic terminals only)
• 25 x Credit Card Summary Envelopes
• 25 x Credit Card Sales Vouchers
• 25 x Credit Card Refund Vouchers
• 25 x Merchant Summary Vouchers
• 25 x Cheque/Savings Summary Envelopes
• 25 x Cheque/Savings Sales Vouchers
• 25 x Cheque/Savings Refund Vouchers
• 25 x EFTPOS Summary Vouchers
• Magnetic Stripe Card Reader Cleaner.
To re-order stationery, please visit anz.com/merchantconnect or contact ANZ Merchant Services
on 1800 039 025. Please note that you are only allowed to use the stationery approved by ANZ.
6. FRAUD MINIMISATION
Before commencing any transactions, please take time to read through the Fraud Minimisation,
Data Security and Chargeback guide at anz.com for further detailed, fraud information to assist
you in protecting your business.
6.1 CARD PRESENT CARD CHECKLIST
How to Safeguard Against Fraud:
• Do not let anyone service or remove your terminal without viewing proper identification
• Do not allow equipment to be used by unauthorised persons
• Keep Merchant Cards secure from unauthorised use
• Do not divulge cardholder information (e.g. card names or numbers)
• Retain the card until you have completed the security checks and obtained Authorisation for
the transaction
• Do not locate your terminal under a security camera or any other CCTV device.
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Be alert for customers acting suspicious or who
• Appear nervous, overly talkative or in a hurry
• Arrive on closing time
• Try to rush you or distract you
• Carry the card loose or by itself
• Have no means of identification
• Make numerous purchases under your Authorised Floor Limit
• Make purchases without regard to size, quality or price of goods
• Ask to split transactions into smaller amounts
• Ask for transactions to be manually entered
• Sign the Voucher or transaction Voucher slowly or unnaturally.
What to do if you are suspicious of a transaction
• Ask for photographic identification (e.g. Driver’s Licence or passport) and ensure that the
details match the cardholder’s name. Record the details on your copy of the transaction
Voucher
Remember:
• Don’t risk it: If you remain suspicious about the transactions, refund the credit transaction and
ask your customer for a direct deposit or some other form of payment (particularly for large
value sales)
Please report all fraudulent activities to the Police immediately.
Split Ticket Transactions
A transaction may be deemed invalid and charged back to you if, in ANZ’s reasonable opinion, it
relates to one or more purchases made in the same merchant establishment which have been
split into two or more transactions.
Chip Card Processing
Chip Cards are embedded with a security microchip that provides further protection to assist in
decreasing the risk of fraudulent transactions and chargeback disputes. Look at the card and if
there is a chip, always insert the card into the chip reader at the first instance.
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As with any other transaction, a degree of caution must also be exhibited when processing chip
card transactions.
If:
• The terminal displays “Insert Chip” when the card is swiped through the terminal and the card
in question does not have a chip on it, do not proceed with the transaction
• The terminal displays “Insert Chip” and the chip, when inserted, cannot be read by the
terminal, do not proceed with the transaction.
6.2 FRAUD MINIMISATION FOR CREDIT CARDS
The following checks are vital in helping you identify and minimise fraudulent credit card
transactions via your ANZ Merchant Facility.
Before commencing any transaction
Check:
• Confirm that you are authorised to accept that particular card
• Check whether the card appears damaged or altered.
Check on the front of the card that:
• Ensure that the name on the card is appropriate to the customer. Identity theft may have
occurred if you are presented with a card containing the name of a cartoon character, a
feminine name on a card presented by a male or other questionable scenarios
• The printing on the card should look professional
• The card must have current validity dates (a card can only be used from the first day of the
‘valid from’ month to the last day of the ‘until end’ month)
Note: Some Union Pay cards may be issued with zero's as the expiry date. These cards are still valid.
• Cards should look 3-dimensional and contain familiar security features such as a hologram,
signature panel and CVC2 (explanation to follow). It should not appear suspicious or be made
of inferior material.
Embossed Cards:
• The cardholder name and number should be raised and not flattened (unless it is a genuine
unembossed card)
• The first four digits of the embossed number must match the pre-printed four digits on
the card
• The embossing should be clear and even.
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Unembossed Cards:
• A cardholder name may or may not be included
• Can be used for electronic transactions only
• The cardholder name and number are printed rather than raised.
Check the signature during the transaction:
• A signature should appear within the signature panel on the card
• The signature or signature panel should not appear to have been altered
• The customer’s signature on the transaction Voucher should match the signature on the card.
Card Validation Code (CVC2):
The Card Validation security feature is
activated in all ANZ POS Terminals when
processing Mail Order and Telephone Order
transactions. To activate the CVC2 for other
transactions please contact ANZ Merchant
Services on 1800 039 025.
If activated, a new screen will appear when
processing financial transactions.
Card Validation Code
Turn the cardholder’s credit card over and locate the last 3-digits of the number printed on the
signature panel. If the transaction is initiated via mail, telephone or Internet, instruct the
cardholder to locate and quote the 3-digits on the signature panel.
Terminal Display
At this display screen, key in the Card Validation Code
VERIFICATION NO?
then press ENTER.
NOTE: American Express cards have a four digit code located on the front of the card. Diners Club cards have
a three digit code on the reverse of the signature panel.
If the Card Validation Code has been bypassed (only pressed ENTER rather than entering CVC) the
following screen will be displayed:
REASON CODE
1. NOT PROVIDED
2. ILLEGIBLE
3. NO IMPRINT ON CARD
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When the transaction has been processed, check:
• The card number details against those printed on the transaction record
• The trading name and address details are correct
• Ensure that ‘Approved’ or an approval number/code is printed on the transaction record.
6.3 FRAUD MINIMISATION FOR DEBIT CARDS
The following procedures are vital in helping you identify and minimise fraudulent debit card
transactions via your Merchant Facility.
Debit transactions are to be processed by swiping or inserting the presented card and having the
customer enter their PIN or, in certain circumstances, their signature.
6.4 CARDS LEFT AT PREMISES
From time to time customers may accidentally leave their debit or credit cards behind at your
premises. To ensure any potential fraud is minimised and to better align with broader industry
practices, a change to existing handling process is required.
Upon discovering a card left at your premises, you are to perform the following tasks:
• Retain the card in a safe place for a period of up to two business days;
• Hand the card to the customer claiming the card only after having established the claimant’s
identity by comparing signatures;
• If the requisite two business days have passed, destroy the card;
• Should the cardholder enquire about their missing card, instruct them to contact their issuing
institution.
7. HANDLING CARDHOLDER INFORMATION
SECURELY & PCI DSS
You are responsible for the security of all cardholder and transaction information you receive,
process or store.
Businesses store credit card details for various purposes. While sometimes this is necessary to
support legitimate business practices, storage of card data can lead to theft of customer
information and significant impact to your business. ANZ recommends that card data is never
stored on your systems.
If your business accepts MOTO (Mail Order/Telephone Order), eCommerce, Pre-Authorisation,
Manual or Recurring transactions, you must ensure all cardholder data and transaction records are
received, processed and stored in compliance with the Payment Card Industry Data Security
Standard (PCI DSS).
If you need to process MOTO, eCommerce or recurring transactions regularly, talk to ANZ about our
secure eCommerce payment solutions. Using a secure eCommerce solution, like a Bank-hosted payment
page or PCI-compliant payment gateway, can remove most of the requirements for your business to
store or handle card data directly, ensuring enhanced security for your business.
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7.1 PCI DSS – PAYMENT CARD INDUSTRY DATA SECURITY STANDARD
The PCI DSS is a global security standard developed by Visa®, MasterCard®, AMEX and other card
schemes to ensure consistent security standards for all organisations that store, process or transmit
Cardholder information. Visa® and MasterCard® require all ANZ merchants to be compliant with
PCI DSS.
PCI DSS covers the following principles:
• Build and Maintain a Secure Network
• Protect Cardholder Data
• Maintain a Vulnerability Management Program
• Implement Strong Access Control Measures
• Regularly Monitor and Test Networks
• Maintain an Information Security Policy.
What are the benefits of PCI DSS compliance?
PCI DSS compliance assists your business in protecting Payment Card data and minimising risk of
theft of Cardholder information or compromise of your business systems. Maintaining a PCI DSS
compliance program helps your business identify potential vulnerabilities and may reduce the
financial penalties and remediation costs from a data breach.
Validating PCI DSS Compliance
To validate compliance with PCI DSS, your business must complete the following validation tasks:
1) Annual PCI DSS Assessment
The Self-Assessment Questionnaire (SAQ) is a free assessment tool used to assess compliance with
the PCI DSS standards. There are 4 different SAQs, covering a variety of payment processing
environments, available to download from the PCI SSC website at: https://www.
pcisecuritystandards.org/merchants/self_assessment_form.php
Compliance assessments may also be performed by completing an onsite audit with an
independent PCI approved Qualified Security Assessor (QSA). PCI maintains a list of PCI approved
QSAs at: https://www.pcisecuritystandards.org/approved_companies_providers/index.php
2) Quarterly Network Vulnerability Scans
If your business accepts payments via the Internet, or has any electronic storage of Cardholder or
transaction information, then Quarterly Network Vulnerability Scanning is required to ensure
compliance with PCI DSS.
An external vulnerability scan enables your business to assess your level of security from potential
external threats.
PCI-Approved scanning tools are used to generate traffic that tests your network equipment,
hosts, and applications for known vulnerabilities; the scan is intended to identify such
vulnerabilities so they can be corrected.
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ANZ provides a complimentary PCI DSS Compliance Program to our merchants, including PCI-approved
Network Vulnerability Scanning – please email pcicompliance@anz.com or contact ANZ on 1800 039
025 to request access to our PCI DSS program.
7.2 SECURING TRANSACTION RECORDS
In general, no Cardholder data should be stored unless it is strictly for use within the business and
absolutely necessary.
However, if you have authority from ANZ to process mail order / telephone order, eCommerce,
recurring or manual payments you may be required to store cardholder data and transaction
records. Please ensure all paper and electronic records containing cardholder data are secured
(e.g. locked filing cabinet), these may include: MOTO order forms, merchant copies of Manual
transactions, cardholder records for recurring or pre-authorisation transactions.
Where storage of cardholder data is required, you must ensure both the type of cardholder data
retained, and the method used to store it is compliant with PCI DSS and ANZ requirements.
Here are a few simple guidelines:
• Never email credit card numbers or request your customers provide their credit card number
by email
• Ensure that you process eCommerce transactions with security codes (CVV2/CVC2), but do not
store these codes after they have been authorised
• Keep cardholder data storage to a minimum, only what is necessary for business or legal needs
• Once a transaction is processed, obscure all digits except the first 6 and last 4 digits of the
credit card Number (e.g. 1234 56XX XXXX 7890) on all paper and electronic records
• Store cardholder data in a secure environment with strict controls and restricted access
• Use strong passwords which are changed at least every 90 days for all administrator roles and
users with access to your customer’s card details
• Avoid storing cardholder data on PC’s, laptops or mobile phones
• Do not store your customer’s card details online or unencrypted on your computer
• Securely dispose of cardholder data as soon as its use has expired. PCI DSS recommends
shredding, pulping, incinerating or other methods which make it impossible to reconstruct the
cardholder data. ANZ requires you keep transaction records for 30 months minimum.
Under no circumstances should sensitive information be stored; this information includes security
codes (CVV2, CVC2), PIN or magnetic stripe data.
The following sources provide guidance on card data storage:
The General Conditions – see Section 14 ‘Information collection, storage and disclosure’.
For more information, visit the PCI Security Standards Council website at
https://www.pcisecuritystandards.org/index.shtml
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8. ERRORS AND DISPUTES
A Return and Correction (R&C) refers to a Voucher from a debit or credit card transaction that
cannot be processed. Consequently the transaction is debited from your bank account and then
the Voucher is returned to you for correction.
8.1 TYPICAL CAUSES OF RETURN AND CORRECTIONS
• Incorrect Vouchers used and incorrect additions on Merchant Summary Vouchers
• Incomplete information e.g. card imprint cannot be read on the Voucher
• Banking of Vouchers from other card schemes e.g. American Express.
When you receive a R&C, an explanation will be given as to why it cannot be processed.
Make sure you rectify the problem before re-submitting the Voucher for processing.
Please ensure that the corrected Vouchers are submitted as soon as possible to ensure that the
Issuing Bank does not reject them as a result of being banked out of time.
8.2 CHARGEBACKS
A Chargeback is the term used for debiting a merchant’s bank account with the amount of a
transaction that had previously been credited. Chargebacks can have a financial impact on your
business. It is important that you are fully aware of your obligations, the processes involved and
possible outcomes. Please take time to carefully read through the Fraud Minimisation, Data
Security and Chargeback guide at anz.com
Please refer to the General Conditions. You may be charged back for the value of a credit or debit
(Card schemes-issued) card sale where you have failed to follow the Bank’s procedures as stated in
this Merchant Operating Guide or in the General Conditions.
NOTE: You must securely retain information about a transaction whether processed manually or
electronically for a period of 30 months from the date of the transaction or such other period required by Law
or notified by ANZ.
Chargebacks can occur for a number of reasons including a scenario where a Cardholder or their
issuing bank justifiably disputes liability for the transaction for any reason or where the Merchant
fails to comply with its obligations under the Merchant Agreement in connection with the
transaction.
A Chargeback will also occur if a Retrieval Request is left unanswered or returned out of time by
the merchant or if the supporting documentation supplied to the issuing bank is not acceptable.
In most cases, the value of the disputed transaction will be automatically debited from the
merchant’s account.
Chargebacks can occur for a number of reasons:
• Processing errors
• Unauthorised use of a card
• No signature on the receipt
• Unauthorised transactions
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• Invalid card account number
• transaction exceeds floor limit
• Card details not imprinted on the sales voucher
• Incorrect transaction amount
• Expired card
• transactions performed on a lost or stolen card
• Illegible details on the sales voucher
• Failing to respond to a retrieval request
• Merchandise not received by purchaser or wrong goods sent.
NOTE: The examples given above are not an exhaustive list of the circumstances in which a transaction may
be charged back to you. Please refer to the General Conditions of your Merchant Agreement for further
information on Chargebacks.
If you need assistance understanding a particular Return and Correction or Chargeback, please
contact ANZ Merchant Services on 1800 039 025 (24 hours a day, 7 days a week).
9. ANZ POS TURBO 2
This Operating Guide provides important information about processing debit and credit
transactions using your ANZ POS Turbo 2 Terminal by showing the terminal screen displays. This
terminal is designed to accept payment using Magnetic Stripe and Chip Cards as well as
Contactless Cards and Smartphones.
Please take time to read it thoroughly and ensure that your staff read it too.
9.1 TERMINAL FEATURES
The ANZ POS Turbo 2 terminal incorporates a colour graphic screen with large graphic display,
18-key backlit keypad and thermal ‘easy loading’ printer.
Contactless
status lights
Internal Contactless
Reader
Soft-function keys
CLEAR key ENTER keyCANCEL key
Magnetic Stripe
Card Reader
Function key
Chip Card
Reader
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9.2 TERMINAL KEYPAD
SOFT-FUNCTION KEYS
These soft-function keys allow you to access the particular account type required. They are also
used as function keys for navigating the ANZ EFTPOS MENU and Sub MENUs.
NUMBER KEYS (Black)
Use the number keys to enter in the transaction amounts, Authorisation Numbers and when the
hand key function is required.
ENTER (Green)
The ENTER key will direct you to the ANZ EFTPOS MENU. It also confirms that all values and details
(including signatures and PINs) are correct in the EFT portion of the purchase, cash-out (refer to
section 12) and Refund transactions (refer to section 13). It confirms that the transaction can be
sent to the Bank for verification and approval.
CANCEL (Red)
The CANCEL key is used to cancel the current function and return the terminal to the idle state.
CLEAR (Yellow)
Press the CLEAR key to correct any invalid data entry. The CLEAR key is also used as a FEED key.
Func (Black)
Use the FUNC key to access the terminals function menus and manual hand key processing.
9.3 CARD READER
Magnetic Stripe Card Reader
The card can be read via the Magnetic Stripe Card Reader located on
theright hand side of the terminal.
The card can be read by swiping from the top to the bottom of the terminal
(or vice versa), with the magnetic stripe facing down towards the terminal.
Advise the customer to use a regular movement to ensure a reliable
card reading.
Chip Card Reader
Advise the customer to insert the Chip Card horizontally into the bottom of
the terminal with themetal chip facing upwards. Leave the Chip Card in this
position throughout the transaction.
The Chip Card can be removed from the terminal when signature
verification is required or as instructed by the terminal.
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Contactless Reader
Advise the customer to tap the contactless-enabled card or Smartphone
within 4cm of the main screen on the ANZ POS Turbo 2 terminal until the
lights are lit in sequence above the top of the terminal screen, when all four
status lights are illuminated, you will hear the long "Beep", then follow the
terminal prompts to complete the transaction.
9.4 HOW TO LOAD PRINTER PAPER
• Open the paper compartment by lifting the catch located at the rear of the terminal and pull
the cover to the rear of the terminal
• Insert the paper roll (diameter 40mm) in the compartment
• Pull the paper up to the top of the terminal and hold in position
• Maintain the paper and close the lid
• Press the top of the lid in the centre until it clips into position.
NOTE: Do not tamper with or remove the terminal housing.
9.5 HOW TO INSTALL ANZ POS TURBO 2 TERMINAL
Connect to telephone
socket at wall
2.
Example of power supply
A. Example of Multi-com Adapter
1.
4.
3.
Example of communication cable
(Ethernet cable or telephone line)
1.
3.
B Example of Multi-com Adapter
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Please plug in the terminal using the above Multi-com Adapter by following the below installation
instructions.
A. Place your ANZ POS Turbo 2 terminal on a clear, flat surface near the mains power outlet and a
telephone socket (if dial-up communication is required) or Ethernet IP socket (if IP
communication is required).
B. Connect the power supply (number 1) to the power supply connector on the Multi-com
Adapter. Then connect the telephone line or Ethernet cable (number 3) to the phone line
connector (if dial-up communication is required) or Ethernet connector (if IP communication is
required). Once the communication and power supply has been connected, it is
recommended that it stays with the terminal at all times.
C. Connect the power supply (number 2) to the main power outlet and the phone line or
Ethernet IP socket (if IP communication is required) (number 4) to the telephone socket at the
wall (if dial-up communication is required).
Once the terminal is connected, please follow the following instruction when installing your
terminal.
Swipe your EFTPOS Merchant Card (please refer to
SWIPE
MERCHANT CARD
section 3 for more information).
Note: If you do not have this, press <CLEAR> and manually key
in the Terminal ID, then press <ENTER>.
Press ENTER.
POS?
HDLC ID?
00
INTERFACE TYPE?
1-STANDALONE
COMMS MODE
1-DIAL-UP CNP
CONNECTION
1-STANDALONE
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Press ENTER.
Press ENTER.
Press 1 to choose Dial-up CNP and press ENTER.
Please select 1 for Standalone and press ENTER.
ANZ LINE SPEED?
1-1200
TMS LINE SPEED?
3-14400
PRE/POST DIAL?
1-PRE-DIAL
DIAL MODE?
1-TONE
PABX?
0
HOST PHONE NO?
1800xxxxxx
Please select 1 for 1200 and press ENTER.
Please select 3 for 14400 and press ENTER.
Please select 1 for PRE-DIAL and press ENTER.
Please select 1 for TONE and press ENTER.
Press ENTER.
If a 0 is required for an outside line, please ensure this is
shown on this screen, otherwise press ENTER.
Press ENTER.
TMS PHONE NO?
1800xxxxxx
QUICK DIAL?
1-ON
TMS NII
xxx
ANZ SHA?
48xxxxxxx
Press ENTER.
Press ENTER.
Press ENTER.
Press ENTER.
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TMS Logon
TMS REQUIRED
The terminal has completed the initialisation and
returned to the main screen with a “TMS REQUIRED”
message.
TMS REQUIRED
FUNCTION?
TMS LOGON?
ENTER OR CLEAR
TMS ACTION
CONNECTING
TMS ACTION
LOGON
This screen is displayed if the terminal is required to log
on to TMS.
Press FUNC Key and key in 2468 then press ENTER.
Press ENTER.
Terminal status is displayed.
Press ENTER.
2222
TMS ACTION
PLEASE WAIT
/
TMS LOGON
SUCCESSFUL
This screen is displayed when TMS logon is
successful.
INIT REQUIRED
Terminal Initialisation
INIT REQUIRED
FUNCTION?
Once the TMS LOGON is successful, please press ENTER
to go back to main screen with “INIT REQUIRED”
message.
This screen is displayed if the terminal is required
to initialise.
Press FUNC key and key in 87 then press ENTER.
REMOTE INIT?
ENTER OR CLEAR
REMOTE INIT
IN PROGRESS
INITIALISING
PLEASE WAIT
Press ENTER.
Terminal status is displayed.
2323
REMOTE INIT
IN PROGRESS
INITIALISING
PLEASE WAIT
READY
The terminal has completed the initialisation and
returned to the main screen.
9.6 HOW TO SECURE THE MULTI-COM ADAPTER
The cable tie and self-adhesive are provided with ANZ POS Turbo 2 terminal, please follow the
below instructions to secure your Multi-com Adapter.
Please note that it is highly recommended to attach the Multi-com Adapter to the terminal’s work
area in order to reduce the stress on the terminal and connections.
Cable tie &
self-adhesive
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Example of Cable tie & self-adhesive
1) Secure the Multi-com Adapter with cable tie to attach to a pole or pillar.
2) Secure the Multi-com Adapter with cable tie & adhesive.
10. MODES OF OPERATION
10.1 START SCREEN
Your ANZ terminal is ready to begin accepting transactions.
READY
Note: The screen display with alternate scheme logos accepted
on your terminal. Charge card logo's may also appear if you
accept these.
10.2 SECURITY MODE
Security Mode is used to prevent unauthorised use of the terminal when it is left unattended.
NOTE: Your EFTPOS Merchant Card must be used to exit Security Mode. Please ensure that the card is
available prior to entering Security Mode.
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How to Enter Security Mode
READY
ANZ EFTPOS MENU
6. TIPPING
7. REPORTS
8. SUPERVISOR
SUPERVISOR MENU
1. INITIALISATION
2. XTRA FUNCTIONS
3. COPY
TERMINAL
FUNCTIONS
Press ENTER to go to ANZ EFTPOS MENU.
Press <▼> key to go to SUPERVISOR and then press
ENTER or the number associated to select it.
Press <▼> key to go to XTRA FUNCTIONS and then
press ENTER or the number associated to select it.
Press 1 to enter Security Mode.
SECURITY MODE?
ENTER OR CLEAR
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Press ENTER to confirm Security Mode is required.
This screen will display when the terminal is locked in
Security Mode.
How to Exit Security Mode
Swipe your EFTPOS Merchant Card.
10.3 TRAINING MODE
Training mode is an ideal tool for familiarising yourself and your staff with basic functions.
NOTE: Magnetic Stripe Transaction, Chip Card Transaction and Contactless Card or Smartphone Transaction
training are supported.
How to Enter Training Mode
FUNCTIONS?
Press the FUNC key.
Key in 9999 then press ENTER.
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TRAINING MODE?
ENTER OR CLEAR
How to Exit Training Mode
Press ENTER.
Transactions can be processed from this point
(ie. initialisation, purchase, cash-out, refund, totals,
settlement and the reprint last record function).
The merchant name and address for all transaction
Records is replaced with:
ANZ BANK
***TRAINING ONLY***
NOT A VALID TRANSACTION
The message lines at the bottom of the receipt will not
be printed and the Terminal ID will always be
12345678901.
Log on, transaction, totals, settlement and reprint receipt
functions are available in training mode.
NOTE: Remember to exit Training Mode to process ‘live’
transactions.
Press the FUNC key.
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FUNCTIONS?
TRAINING MODE?
ENTER OR CLEAR
Key in 9999 then press ENTER.
Press CLEAR. The start screen will be displayed to allow
transactions.
11. PROCESSING A SALE
11.1 HOW TO PROCESS A CHEQUE OR SAVINGS PURCHASE
TRANSACTION (APPLIES TO BOTH MAGNETIC STRIPE AND
CHIP CARDS)
Except in the case of purchases in separate departments within a retail outlet, you must include all
items, goods and services purchased in a single transaction for the total amount of such
purchases, except in the case of a partial payment or delayed delivery situation. Please refer to the
General Conditions, Section 6(iv) for further information on these exceptions.
Perform card security checks , please refer to section 6
Fraud minimisation for further information.
Key in the purchase amount then press ENTER.
PURCHASE AMOUNT?
$10.00
Key in the cash amount using the numeric keys if
CASH OUT AMOUNT?
0.00
cash-out is required. If not, just press ENTER.
TOTAL AMOUNT?
$10.00
Verify the amount is correct and accept by
pressing ENTER.
Insert or Swipe cardholder’s card. Chip Cards are to be
inserted and left in the Chip Card Reader. Magnetic
Stripe Cards are to be swiped through the Magnetic
Stripe Card Reader.
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SELECT ACCOUNT
CHQ SAV CR
OR
PLEASE SELECT
PRESS 1 VISA DEBIT
Select Account
Press <-> key for cheque account or <
▼ > key for savings account.
CHEQUE ACCOUNT
$10.00 KEY PIN
PROCESSING
PLEASE WAIT
TRANSACTION
APPROVED
PRESS 2 EFTPOS SAV
PRESS 3 EFTPOS CHQ
Select Application*
Press the number on the keypad to make selection or
scroll and press ENTER to select.
*Application names and order can vary depending on
the Card that is used.
The selected account is displayed.
Have the cardholder enter their PIN then
press ENTER.
Terminal status is displayed.
Please ensure that you check for approval of the
transaction before completing the sale.
Press ENTER to print the customer copy or CLEAR to
CUSTOMER COPY?
return to the start screen.
ENTER OR CLEAR
NOTE: If the transaction is rejected, the terminal displays an error message outlining the reason. Notify the
customer, advise them to contact their Card Issuer and seek an alternative form of payment.
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