CAN Move5000 Merchant Terminal Manual

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Page 1

Essential Plus.

Merchant Terminal Guide.

Model: Move5000 with PC-EFTPOS integration

Page 2

Contents

Support 3

Oine Authorisation over the Floor Limit 3

Stationery orders 3

Service Response Time 3

Geing to know your Essential Plus terminal 4

Integrating the Essential Plus terminal with your POS 6

4G/3G backup 6

Status bar 7

Terminal and base pairing 7

Key functions 8

Terminal functions menu 8

Power ON/OFF and Reboot 8

Purchase 9

Purchase - Contactless (total purchase amount less than $100) 9

Purchase - Contactless (total purchase amount above $100) 9

Purchase – Swipe and EMV with PIN/Signature 9

Purchase with cash out 9

Cash out 10

Refund 10

MOTO (Mail Order/Telephone Order) 10

Selement – Manual Selement 10

Cumulative (Pre-Selement) Totals 10

Shi Totals Request 11

Store and Forward (SAF) 11

Obtaining a duplicate receipt 11

Seing the manager refund limit 11

Changing your password 11

Forgoen Password 11

Basic troubleshooting 12

Common Terminal Error Messages 12

Charging the baery 14

Changing the receipt roll 15

Training mode instructions 16

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For support, please call the dedicated CommBank Merchant helpdesk on 1800 230 177, 24 hours a day, 7 days a week.

When calling the Helpdesk, please make sure you have the following information ready:

• Terminal ID (located at the top of your merchant receipt)

• Trading name

• Trading address

• Trading phone number

Oine Authorisation over the Floor Limit

For oine authorisation on all over ﬂoor limit debit card transactions, please call 1800 813 700.

For oine authorisation on all over ﬂoor limit credit card transactions, please call 13 26 36.

Stationery orders

For stationery orders please visit eposstationery.evolveshop.com.au or call 1800 230 177.

If placing an order online, please ensure you have your CommBank Merchant ID and trading address Post Code available to sign in.

Service Response Time

CommBank will endeavour to replace a faulty terminal within:

• 4 business hours in all locations except remote areas.

• 3 to 5 business days for remote areas. A remote area is not serviced by a technician and only phone support is available.

For more information on CommBank merchant services, please visit

commbank.com.au/merchantservices

Support

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Geing to know your Essential Plus terminal

Contactless

Landing Zone

Touch Screen

Terminal Display

Alphanumeric

Keys

Feed Key

Chip Card

Reader

OK/Power On Key

Menu Key

Cancel Key

Clear Key

Printed Paper

Swipe Reader

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Parts and cables

Terminal base for charging and cable connection

3 metre OCLR232 EFT30 Cable USB Type B to Type A 3m straight Cable

Charging cable for terminal base

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Integrating the Essential Plus terminal with your POS

4G/3G Backup

The Essential Plus terminal can integrate with your PC-EFTPOS-certiﬁed POS system by the following two methods:

• Using the serial cable (OCLR232 EFT30 Cable) which should connect to either the COM0 or COM1 port on the boom of the base

• Using the USB cable (USB Type B to Type A Cable) which should be connected to the USB type B Jack of the base

If the Point Of Sale loses internet connection, the Essential Plus terminal can fall back to 4G/3G connection via the internal modem in the terminal. The PC EFTPOS client on the POS will need to be conﬁgured to use the terminals 4G/3G fall back capability for 4G/3G backup to work.

Serial

USB

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Terminal and base pairing

The terminal will come paired with the base that is provided.

Note: to avoid any issues please take care to ensure you place the terminal back on the base it was installed with. The terminal will not function correctly if it is placed on a dierent base.

Status bar

When the terminal is powered-on, the terminals’ Operating System provides data to display the Status Bar as follows, and consisting of the information as described below.

Information Indicator Description

System Date and Time

17 : 56

09/03/2018

This shows the current system time and date.

Power Condition

This indicates that the terminal is connected to mains power.

Baery Level

This is the charge level on the portable device and indicates whether or not the baery is currently charging.

Bluetooth Icon

This is the status of the Bluetooth link between the portable device and the base.

Note: The manufacturer’s recommended maximum operating distance for Bluetooth connectivity is 70m.

This indicates there is a weak Bluetooth signal between the terminal and the base.

This indicates the terminals has lost Bluetooth connection with the base.

17 : 56

09/03/2018

No Sim

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Terminal functions menu

Provided below is a Menu Map to assist you with navigating through the terminal.

Power ON/OFF and Reboot

To POWER ON, simply place the terminal on its base (with the base’s external power cable plugged in) and it will power up automatically. Alternatively, hold down the [OK] key while the terminal is o the base with a suciently charged baery. To POWER OFF, remove the terminal from its base and hold down both the [FUNC] and [CLEAR] keys at the same time.

To REBOOT, place the terminal on its base and hold down both the [FUNC] and [CLEAR] keys on the terminal at the same time.

EFTPOS MENU

1. Details

DETAILS MENU

1. CATID

2. CAIC

3. Options

OPTIONS MENU

7. Cash Out

PC EFTPOS MENU

1. EFTPOS

TERMINAL MENU

1. Conﬁgure

2. Passwords

3. Reboot

4. Oine Trans

CONNECTIONS

1. Diagnostics

2. Conﬁgure

SPECIAL

FUNCTIONS

1. Refund Limit

2. CTLS Receipt

3. Reset_RSA

CONFIGURE

2. Audible Tone

3. LCD Contrast

4. TMS Logon

5. Self Test

PASSWORDS

1. Manager

2. Operator

OFFLINE

TRANS

2. Unsent Trans

3. Failed Trans

4. Idle Timer

EFTPOS MENU

3. Special Functions

Key functions

MAIN MENU

1. EFTPOS

2. Terminal

4. PC EFTPOS

5. Connection

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Purchase – Contactless (total purchase amount less than $100)

1. Initiate a Purchase transaction on the POS

2. If tipping enabled, enter tip and press [OK] or to bypass just press [OK] To enable tipping, please contact the CommBank 24Hr Merchant Helpdesk on 1800 230 177

3. Tap the card on the contactless reader once “Present Card” sign is displayed

4. Transaction is approved

Purchase - Contactless (total purchase amount above $100)

1. Initiate a Purchase transaction on the POS

2. If tipping is enabled, enter tip and press [OK] or to bypass just press [OK] To enable tipping, please contact the CommBank 24Hr Merchant Helpdesk on 1800 230 177

3. Tap card on the contactless reader once “Present Card” sign is displayed

4. Enter PIN and press [OK]

5. Transaction is approved

Note: For contactless transactions, the merchant receipt will only be printed if a signature is required

(based on the terminal and contactless card processing rules). A customer copy or a duplicate receipt may be printed on request.

Purchase – Swipe and EMV with PIN/Signature

1. Initiate a purchase transaction on the POS

2. If tipping enabled, enter tip and press [OK] or to bypass just press [OK] To enable tipping, please contact the CommBank 24Hr Merchant Helpdesk on 1800 230 177

3. Swipe or insert the card

4. Select the account by pressing the function keys below the CHQ, SAV, CR text

5. Enter PIN or press [OK] for signature (Note: signature is only for credit transactions)

6. Wait for processing to be completed

7. Remove card when prompted by the terminal

8. Verify signature if it is a signature transaction. Press [YES] to approve or [NO] to decline

9. Transaction is approved and merchant copy of the receipt is printed

10. Press [YES] to print customer copy or [NO] to suppress

Purchase with cash out

1. Initiate a purchase with cash out transaction on the POS

2. If tipping enabled, enter tip and press [OK] or to bypass just press [OK] To enable tipping, please contact the CommBank 24Hr Merchant Helpdesk on 1800 230 177

3. Swipe or insert the card

4. Select the account by pressing the function keys below the CHQ or SAV text

5. Enter PIN and press [OK]

6. Wait for processing to be completed

7. Transaction is approved

8. Remove card when prompted

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Cash out

1. Initiate a cash out transaction on the POS

2. Swipe or insert the card

3. Select the account by pressing the function keys below the CHQ or SAV account

4. Enter PIN and press [OK]

5. Wait for processing to be completed

6. Transaction is approved

7. Remove card when prompted

Refund

1. Initiate a refund transaction on the POS

2. If prompted by the terminal, enter the operator password or the manager password and press [OK]

3. Swipe, insert or tap the card

Note: Remainder of refund transaction ﬂow is the same as that of a purchase transaction.

MOTO (Mail Order/Telephone Order)

MOTO is the ability to process credit card transactions when the card is not present.

1. Initiate a MOTO transaction (enter the complete card number, expiry date, and CCV) on the POS

2. Transaction type defaults to Credit, press [OK]

3. Wait for processing to be completed

4. Transaction is approved

Selement – Manual Selement

Selement will occur automatically at 9:45pm AEST daily if a manual selement is not performed. Only one Selement can be performed per day.

1. Initiate selement on the POS

2. Wait for processing to be completed

3. Selement report is printed

Note: The terminal can also typically be set via the POS to automatically sele every day at a particular

time. Auto-Selement cannot occur between 22:00 and 0:00 AEST.

Cumulative (Pre-Selement) Totals

Cumulative Totals indicate the amount transacted through the terminal since the last Selement was processed. A Cumulative total can be done any number of times.

1. Initiate pre-selement on the POS

2. Wait for processing to be completed

3. Pre-selement report is printed

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Shi Totals Request

Shi Totals indicate the amount transacted through the terminal since the last shi totals request was processed.

1. Initiate selement on the POS

2. Wait for processing to be completed

3. Shi Totals report is printed

Store and Forward (SAF)

Store and Forward (SAF) is the ability to process oine transactions. The PINpad will display ‘SAF’ in the top right hand corner of the screen to indicate that there are one or more entries in the store and forward memory of the terminal.

‘Selement Sending Stored Transactions’ is displayed if a selement is triggered and there are SAF entries that need to be forwarded to the Bank. ‘Sending Stored Transactions’ is displayed when a stored transaction is sent online aer the idle timer has been triggered or the cumulative totals report has been requested.

When a transaction that exceeds your ﬂoor limit is performed in the SAF mode, an authorisation number will need to be obtained by calling the authorisation centre.

Obtaining a duplicate receipt

This request is actioned from the POS. Allows you to reprint the last completed transaction, showing all details of the transaction including whether the transaction was approved.

Seing the manager refund limit

1. Press [Func] or Menu key (with circle icon)

2. Select Option 1 – EFTPOS

3. Enter the Manager Password

4. Select Option 3 – Special Functions

5. Select Option 1 – Refund Limit

6. Select Option 1 – Operator to set the Operator Refund Limit or Option 2 – Manager to

set the Manager Refund Limit

Changing your password

1. Press [Func] or Menu key (with circle icon)

2. Select Option 2 – Terminal

3. Enter the Manager Password

4. Select Option 2 – Passwords

5. Select Option 1 – MANAGER to set the Manager Password or Option 2 –

OPERATOR to set the Operator Password

6. Enter the password and press [OK]. Repeat to conﬁrm the new password

Forgoen Password

If you have forgoen your Manager Password, please contact the CommBank 24 Hour Merchant Helpdesk on 1800 230 177 in order to have your password reset.

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Common Terminal Error Messages

Below is a list of decline responses you may come across while operating your terminal. If you are unable to resolve an issue or encounter an issue or decline response not listed below, please contact the CommBank 24 Hour Merchant Helpdesk on 1800 230 177.

Codes Terminal Display Description Recommended Next Steps

01 DECLINED – 01

CONTACT CARD ISSUER

Refer to card issuer

Advise the cardholder to contact their card issuer for speciﬁc details. Ask the Customer for another form of payment (e.g. dierent card).

05 DECLINED – 05

SYSTEM ERROR

“SECURITY DECLINE” BY CARD ISSUER (DO NOT HONOR)

Advise the cardholder to contact their card issuer for speciﬁc details. Ask the Customer for another form of payment (e.g. dierent card).

13 DECLINED – 13

INVALID AMOUNT

Invalid amount

Dierent limits apply to dierent types of transactions as deﬁned in the merchant agreement. For instance, there is a cash out limit and a refund limit, and if either one is exceeded, an error message will be displayed. The user must simply enter a value lower than the relevant limit deﬁned in the agreement.

41 DECLINED – 41

PHONE AUTH CENTRE

Lost Card Advise the cardholder to contact their card

issuer for speciﬁc details. Ask the Customer for another form of payment (e.g. dierent card).

51 DECLINED – 51

REFER CARD ISSUER

No Sucient Funds

There are insucient funds on the card. Ask the Customer for another form of payment. (e.g. dierent card).

55 DECLINED – 55

INCORRECT PIN

Incorrect PIN Incorrect PIN entered. Customer may retry or

call their bank.

57 DECLINED – 57

TRAN NOT ALLOWED

Transaction not permied to cardholder

Advise the cardholder to contact their card issuer for speciﬁc details. Ask the Customer for another form of payment (e.g. dierent card).

58 DECLINED – 58

TRANS NOT ALLOWED

Transaction not permied to terminal

Contact the CommBank 24 Hour Merchant Helpdesk on 1800 230 177 for support.

67 DECLINED – 67

PHONE AUTH CENTRE

Black listed card

Advise the cardholder to contact their card issuer for speciﬁc details. Ask the Customer for another form of payment (e.g. dierent card).

Basic troubleshooting

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Codes Terminal Display Description Recommended Next Steps

91 DECLINED – 91

ISSUER NOT AVAILABLE

Issuer or Switch Inoperative

Cardholder’s bank is currently not responding. Advise Customer to use another card from another bank or pay cash.

IE DECLINED – IE

LOW BATTERY

Insucient baery level to process transaction

Place terminal/PINpad back on its base and reinitiate transaction on POS.

S0 DECLINED –

S0 MODEM ERROR

Modem error This can represent an error with an external

modem, or if the terminal is set to fall back to internal modem and no phone line has been plugged in. Check communications link on base and wall plug. Ensure cables are properly connected.

S2 DECLINED – S2

NO ANSWER

No answer Contact the CommBank 24 Hour Merchant

Helpdesk on 1800 230 177 for support.

S8 DDECLINED – S8

NO EFT SERVER

Link not setup on EFT Server

Contact the CommBank 24 Hour Merchant Helpdesk on 1800 230 177 for support.

X0 DECLINED – X0 No response

from host

Check communications link. Try processing the transaction again. If still no response, invoke S A F.

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When does the baery need to be charged?

• On initial start-up, keep the terminal on its base for 16 hours to fully charge the baery.

• The terminal recharges its baeries each time it is placed on its base. Charging is automatic.

• It is recommended that the terminal be kept on its base when not in use, and placed back on its base aer a transaction is performed.

How can the baery be charged?

• Using the base

• Place the terminal on its base

• Check if the baery symbol is ﬂashing or moving ( = baery charging)

Note: If the base is powered o for any reason, please re-connect the base to the power source, place the terminal back on the base, and then reboot the terminal. To reboot the device press [FUNC] and [CLEAR] keys together.

Charging the baery

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1. Open the paper compartment by liing the catch located at the top of the contactless landing zone, and pull the cover to the rear of the terminal

2. Insert the paper roll into the compartment

3. Pull the paper up towards the top of the terminal

4. Maintain the paper and close the cover

5. Press simultaneously on both upper corners of the contactless landing zone, until it clips

into position

6. If required, press the Feed key on the keypad to advance the paper

Changing the receipt roll

Printer

Compartment Lid

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Training Mode instructions

1. User enables training mode on the POS and initiates a purchase transaction Note: Only ﬁnancial transactions can be performed whilst in training mode. Training mode can

also only be enabled when the terminal is in a ready state and when there are no reversal or advices pending.

2. Card is swiped, tapped or inserted

3. Wait for processing “Training Mode” to be completed

4. Cardholder selects their account type (if applicable)

5. Wait for transaction to be processed. A delay of 2 seconds is added at this stage to simulate

the bank response.

6. The ﬁnal response is displayed based on the cents received in the total amount of the POS request.

For example: ‘APPROVED’ would appear when ‘00’ is passed in the cents ﬁeld. ‘SIGNATURE REQUIRED’ would appear when ‘08’ is passed in the cents ﬁeld.

Note: All transactions processed in training mode will have the following printed on the receipt in place of the Merchant Name and Address.

Training Mode instructions

**** TRAINING ONLY ****

NOT A VALID TRANSACTION

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Notes

Page 18

Notes

Page 19

Notes

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Commonwealth Bank of Australia ABN 48 123 123 124 AFSL and Australian credit licence 234945.