Commonwealth INGENICO 5110, EFTPOS LITE INGENICO 5110 Reference Manual

INGENICO 5110 TERMINAL OPERATOR REFERENCE GUIDE V2.0
EFTPOS LITE
Contents
IMPORTANT NOTES 2
YOUR MERCHANT DETAILS 3
THE EFTPOS NETWORK 4
TERMINAL LAYOUT 6
TERMINAL FUNCTION DESCRIPTIONS 7
VERSION 2 SOFTWARE FUNCTIONALITY 8
DEBIT CARD TRANSACTIONS 10
STORE AND FORWARD (SAF) PROCESSING 22
DAMAGED CREDIT CARD PROCESSING 27
TOTALS (RECONCILIATION, PREVIOUS SETTLEMENT, CUMULATIVE, SHIFT) 31
CHANGING PASSWORDS (MANAGER AND OPERATOR) 33
SETTING REFUND LIMITS (MANAGER AND OPERATOR) 34
MOTO (MAIL ORDER/ TELEPHONE ORDER) PROCESSING 42
CURRENCY CONVERSION TRANSACTIONS 45
TERMINAL ERROR MESSAGES 46
WHERE TO GET HELP 52
PRINTER FUNCTIONS 29
DUPLICATE RECEIPTS 30
1
Important notes
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Do not allow any unauthorised use of your terminal.
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Do not be persuaded to allow transactions to be processed contrary to our guidelines.
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Customers should only have access to your terminal to input their PIN.
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Do not process damaged debit (cheque or savings) cards.
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Check transactions by circling the type of transaction and “Approved” on receipt.
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When your terminal is in downtime mode, authorisations are required for all transactions over your floor limit.
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Check the validity and expiry dates on all cards presented.
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If you have any doubts about the transaction, card or card presenter, contact the Authorisation Centre immediately on 13 26 36 for credit cards and Freecall* 1800 813 700 for debit cards.
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Failure to heed a terminal warning message may result in lost value to you.
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Ensure your passwords remain confidential. Do not locate passwords near the terminal. Change passwords regularly.
* Calls to Freecall numbers are free unless made from
a mobile phone, which will be charged at the applicable rate.
2
Your merchant details
Trading name:
Trading address:
Commonwealth Bank merchant number:
Terminal ID:
Credit Card floor limit: $ (downtime processing)
Debit Card floor limit: $ (downtime processing)
American Express merchant number/JCB (processed by Amex):
Diners Club merchant number:
CARE:
The above is confidential information and should only be known to yourself and authorised staff.
3
The EFTPOS network
The EFTPOS network is very complex, with many parties involved in processing transactions. All parties to the network work together so that the system can cope with
the large volumes processed. Each day millions of transactions pass through the Australian EFTPOS network. The diagram below shows the many players in the EFTPOS network.
4
There are many features to the EFTPOS network:
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Card – credit card, debit card and charge card for which the magnetic stripe contains the cardholder information to be transmitted electronically.
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Terminal – reads the information contained on the magnetic stripe of each card. Allows for the secure transfer of transaction and PIN to the card issuing bank’s computer system.
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Terminal message – each transaction sends a message to the bank requesting an action. The transaction is only completed when a response from the bank is received.
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Inter-bank network – all major banks and credit unions are connected to each other. This allows cards issued by one bank to be used at another bank’s terminals/merchants. Messages are passed between banks to allow authorisation and settlement of transactions.
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Credit card schemes – MasterCard and Visa are member controlled organisations that determine rules to be followed for the security of both cardholder and merchant.
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Card issuers worldwide – are all those banks worldwide which issue credit cards for use by their customers.
5
Terminal layout
6
Terminal function descriptions
6 Yellow option buttons – these buttons
are located under the terminal display and are used to select options displayed on
1 Blue ‘Function’ button – this button
is used to access the function menu. These functions are used for options such as banking and settlement totals.
2 Red ‘Cancel’ button – This button is
used to clear the functions menu and return the terminal to the ‘Ready’ state. This button is also used to cancel transactions at any time when entering transaction details. Do not allow a cardholder to use this button.
3 Magnetic stripe card reader – the
customer’s card is swiped through the slide. The magnetic stripe on the back of the card must be facing the display screen and be on the down side so that it will be read by the swipe. This reader is for all credit card, charge card and debit card transactions.
4 Terminal display – the screen displays all
the messages and directions for the user, as well as terminal error messages (see attached list of ‘terminal error messages’ on pages 46-50).
the screen. The display will show lines indicating which button to press for the option you wish to choose.
7 Alpha/numeric keys – the keys are used
to input monetary amounts and to select options when using the terminal. The alpha keys are also used for entering passwords and PINs.
8 Green ‘OK’ button – complete a data
entry function (returning data entered). Positively acknowledge a prompt (such as ‘OK to continue’). Move to next ‘page’ of a horizontal menu (if there is one).
9 Yellow ‘Clear’ button – located
to the right of the alpha/numeric keys. This button will allow you to step back through the screens or to clear a number if an error or incorrect amount has been keyed in. Do not allow a cardholder to use this button.
10 Printer ‘feed’ button – advances the
printer paper forward by 20mm.
5 Smart card reader – this reader is
available for future use with SmartCards. The reader is located at the bottom of the terminal.
7
Version 2 software functionality
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XPOS – is an additional software application available by request on the EFTPOS LITE terminal. XPOS turns
When you applied for the EFTPOS LITE terminal a range of different software applications were offered to you. These functions can only be changed by the Bank and include:
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Mail Order/Telephone Order – the ability to process a credit card transaction when the card is not present (NB: you must be a Commonwealth Bank authorised MOTO merchant to process these transactions).
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Shift totals – the ability to print transaction totals for a specified time frame, for example, at the end of each shift.
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Store and Forward (SAF) – the ability to process offline transactions when the host is not available or there is a communications problem. Transactions are stored until the Bank’s host becomes available then forwarded to the host. This allows the operator to continue serving customers and eliminates the need to fill in manual vouchers and then key onto the PINpad at a later time. The terminal will prompt you for a phone authorisation for transactions above your floor limit.
EFTPOS into a virtual store, allowing retailers to sell products like telco recharges, music downloads, attraction tickets, accept over the counter bill payments (BPOINT), process electronic Bartercard transactions and accept gift cards. (Products are dependent on your terminal selection.)
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Currency Conversion – the ability to offer international customers the option of paying in their home currency.
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Integrated EFTPOS – is a fully integrated EFTPOS system that is designed to connect to a certified Point of Sale (POS) system. The system comprises of EFTPOS hardware and software that runs on the (POS) to control the EFTPOS sale. These transactions are driven by the POS and therefore some of the screens described in this guide are slightly different.
NOTE: SAF is not available on Currency Conversion transactions.
8
If any of the additional applications have been requested they will appear on the screen. For example, the following three screens show the idle screen. The first shows none of the additional applications are switched on, the second shows when XPOS is switched on, the third shows when mail order/telephone order is switched on.
Screen Definition
COMMONWEALTH With no other functions.
BANK EFTPOS
READY
COMMONWEALTH With XPOS functions.
BANK EFTPOS
READY
XPOS
COMMONWEALTH With MOTO functions.
BANK EFTPOS
READY
MOTO
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The design of the software is such that it is simply a matter of following the screen prompts. If you need to return to the previous screen or amend an entry, select the yellow ‘
Clear’ button.
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The yellow keys used to select functions displayed on the terminal such as PUR, CASH, REF are also used to select the next screen on a menu or to go back a screen on a menu.
9
Debit card transactions
This section describes how to complete a transaction where a debit card (cheque or savings account) is involved.
Step Screen Action
1 COMMONWEALTH Swipe the customer’s card through the
BANK EFTPOS card reader.
READY
2 TRANSACTION TYPE Select the type of transaction to be conducted.
SELECT TRANSACTION PUR = Purchase. CASH = Cashout.
PUR CASH REF REF = Refund.
If ‘Purchase’ is selected:
1 PURCHASE: Enter the amount of the purchase and then
$0.00 select OK, or if Cashout is also required select
ENTER AMOUNT AND OK the yellow soft key underneath CASH.
CASH
If‘Cashout’ is required:
1 PURCHASE: Enter the amount of cash the customer has
$X.XX requested and then select OK.
CASH: $0.00
ENTER AMOUNT
2 PUR/CASH Select the type of account the cardholder
TOTAL: $X.XX wishes to use. CHQ = cheque account.
SELECT ACCOUNT SAV = savings account.
CHQ SAV
3 PURCHASE XXXX Ask customer to enter their PIN and select OK.
TOTAL $$$$$.$$ (XXXX indicates the account that has been
* * * * selected; cheque or savings).
ENTER PIN and OK
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If‘Cashout’ only is selected:
Step Screen Action
1 CASHOUT: Enter the amount of cash required and then
$0.00 select OK.
ENTER AMOUNT AND OK
2 CASHOUT Select the type of account the cardholder
TOT $X.XX wishes to use.
SELECT ACCOUNT CHQ = cheque account.
CHQ SAV SAV = savings account.
3 TOTAL CASHOUT/XXXX Ask customer to enter their PIN and select OK.
$X.XX (XXXX indicates the account that has been
ENTER PIN AND OK selected; cheque or savings.)
If‘Refund’ is selected:
1 REFUND: Enter the amount of the refund and then
$0.00 select OK.
ENTER AMOUNT AND OK
2 REFUND $X.XX All refund transactions require the operator/
ENTER PASSWORD manager to input password and then select OK.
AND OK
3 REFUND Select the type of account the cardholder
TOTAL $X.XX wishes to use. CHQ = cheque account.
SELECT ACCOUNT SAV = savings account. CR = credit account.
CHQ SAV CR
4 REFUND/XXXX Ask customer to enter their PIN and select OK.
TOTAL $X.XX (XXXX indicates the account that has been
ENTER PIN AND OK selected; cheque or savings.)
Once the customer has entered their PIN the transaction will then be processed. If the transaction is approved the screen will show APPROVED and display a transaction number. These details will also appear on the receipt. Once the transaction is processed the terminal will return automatically to the Ready screen.
11
Debit card (cheque/savings account) transaction receipts.
COMMONWEALTH BANK
EFTPOS RETAILER NAME RETAILER ADDRESS TERMINAL: 12345678 REFERENCE: 654321
MERCHANT COPY CARD NO: 123456-123 EXPIRY DATE: 01/01 SAVINGS: PURCHASE: $10.00 TOTAL: AUD $10.00
20 MAR 2006 11:59
CBA KEYCARD
APPROVED
COMMONWEALTH BANK
EFTPOS RETAILER NAME RETAILER ADDRESS TERMINAL: 12345678 REFERENCE: 654321
MERCHANT COPY CARD NO: 123456-123 EXPIRY DATE: 01/01 SAVINGS: CASHOUT: $10.00 TOTAL: AUD $10.00
20 MAR 2006 11:59
CBA KEYCARD
APPROVED
COMMONWEALTH BANK
EFTPOS RETAILER NAME RETAILER ADDRESS TERMINAL: 12345678 REFERENCE: 654321
MERCHANT COPY CARD NO: 123456-123 EXPIRY DATE: 01/01 SAVINGS: REFUND: $10.00 TOTAL: AUD $10.00
20 MAR 2006 11:59
CBA KEYCARD
APPROVED
Purchase Cashout Refund
If a transaction is not approved the terminal will give an audible tone and the screen will display a message. The transaction receipt will also show DECLINED.
12
Credit card transactions
This section describes how to complete a transaction where a credit card is used.
Step Screen Action
1 COMMONWEALTH Swipe the customer’s credit card through the
BANK EFTPOS card reader.
READY
2 TRANSACTION TYPE Select the type of transaction to be conducted.
SELECT TRANSACTION PUR = purchase. REF = refund.
PUR CASH REF
NOTE: Cashout is not permitted on a credit card.
If “Purchase” is selected:
1 PURCHASE: Enter the amount of the purchase and then
$0.00 select OK.
ENTER AMOUNT AND OK
CASH
NOTE: Cashout is not permitted on a credit card. If you press “cash” the credit option
will not appear.
2 PURCHASE Select credit. CR = credit account.
TOT $X.XX
SELECT ACCOUNT
CHQ SAV CR
3 AUD $$$$$$.cc This screen will appear if you have Currency
EXCHANGE RATE N.nnnn Conversion activated on your terminal and the card XXX $$$$$$$$$ swiped is an overseas card in a currency for which SELECT 1=AUD 2=XXX the terminal has an up-to-date exchange rate.
<CC> is the 3-digit currency code, e.g. USD for American dollars. In accordance with international scheme rules you must give the cardholder the option of either paying in Australian dollars or their local currency.
NOTE: Step 3 is only applicable for Currency Conversion transactions.
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Step Screen Action
4 PURCHASE/CR Select OK (credit card transactions are signature
TOTAL $X.XX based and therefore no PIN is required).
ENTER PIN OR OK The transaction will then go to the Bank for
processing. A receipt will issue asking for the cardholder’s signature. Check the signature against that on the card. Check validity dates on the card.
5 PURCHASE REQUEST
IN PROGRESS
6 SIGN REQUIRED If the signature matches the one on the credit card
SIGN VALID? select YES. If you select NO the terminal will then
NO/YES ask if you want to cancel the transaction.
7 COMMONWEALTH Transaction has been processed.
BANK EFTPOS
APPROVED
OK
If ‘Refund’ is selected:
1 REFUND: Enter the amount of the refund and then select OK.
$0.00
ENTER AMOUNT AND OK
2 REFUND All refund transactions require the operator/
$X.XX manager to input password and then select OK.
ENTER PASSWORD
3 REFUND Select credit.
TOTAL $X.XX
SELECT ACCOUNT
CHQ/SAV/CR
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Step Screen Action
4 AUD $X.XX This screen will appear if you have Currency
OR <CC> Conversion activated on your terminal and the card
Y.YY swiped is an overseas card in a currency for which
AUD/<CC> the terminal has an up-to-date exchange rate. <CC>
is the 3-digit currency code, e.g. USD for American dollars. In accordance with international scheme rules you must give the cardholder the option of either paying in Australian dollars or their local currency. Select the corresponding yellow option key below either AUD or <CC>.
NOTE: Step 4 is only applicable for Currency Conversion transactions.
5 REFUND/CREDIT Select OK (credit card transactions are signature
TOTAL $X.XX based and therefore no PIN is required). The
ENTER PIN OR OK transaction will then go to the Bank for processing.
A receipt will be issued asking for the cardholder’s signature. Check the signature against that on the card. Check validity dates on the card.
6 SIGN REQUIRED If the signature matches the one on the credit card
SIGN VALID? select YES. If you select NO the terminal will then
NO/YES ask if you want to cancel the transaction.
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Credit card transaction receipts.
COMMONWEALTH BANK
EFTPOS RETAILER NAME RETAILER ADDRESS TERMINAL: 12345678 REFERENCE: 654321
MERCHANT COPY CARD NO: 123456-123 EXPIRY DATE: 01/01 CREDIT: PURCHASE: $10.00 TOTAL: AUD $10.00
20 MAR 2006 11:59
CBA KEYCARD
APPROVED 08
SIGNATURE REQUIRED
X … … … … … … … … … … MS J BROWN
PLEASE SIGN HERE
COMMONWEALTH BANK
EFTPOS RETAILER NAME RETAILER ADDRESS TERMINAL: 12345678 REFERENCE: 654321
MERCHANT COPY CARD NO: 123456-123 EXPIRY DATE: 01/01 CREDIT: REFUND: $10.00 TOTAL: AUD $10.00
20 MAR 2006 11:59
CBA KEYCARD
APPROVED 08
SIGNATURE REQUIRED
X … … … … … … … … … … MS J BROWN
PLEASE SIGN HERE
Purchase Refund
The customer MUST sign the receipt in both instances.
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COMMONWEALTH BANK
EFTPOS RETAILER NAME RETAILER ADDRESS
COMMONWEALTH BANK
EFTPOS RETAILER NAME RETAILER ADDRESS
MERCH ID: 12345678910111 TERM ID: 87654321
MERCHANT COPY
CREDIT 123456 123 (S) CR
SALE 01/07
123456 123456 JAN 01, 07 11.59 12345678910112 123456
SALE AMT AUD 10.00
Hong Kong $ Transaction Currency EXCHG RATE 0005.0000 SALE AMT HKD 5.00 FINAL AMT HKD 5.00
APPROVED 08
MERCH ID: 12345678910111 TERM ID: 87654321
MERCHANT COPY
CREDIT 123456 123 (S) CR
SALE 01/07
123456 123456 JAN 01, 07 11.59 12345678910112 123456
SALE AMT AUD 10.00
Hong Kong $ Transaction Currency EXCHG RATE 0005.0000 REFUND AMT HKD 5.00 FINAL AMT HKD 5.00
APPROVED 08
WITH SIGNATURE
SIGNATURE REQUIRED
X … … …… … … … …… … … ………
Please debit my account with the final amount in the transaction currency shown. I acknowledge I had a choice to pay in AUD.
Purchase
Currency Conversion transaction
WITH SIGNATURE
SIGNATURE REQUIRED
X … … …… … … … …… … … ………
Please debit my account with the final amount in the transaction currency shown. I acknowledge I had a choice to pay in AUD.
Refund
Currency Conversion transaction
17
Downtime processing
There are times when the Bank’s host cannot be contacted or the system/card issuer is unavailable. Your terminal has Store and Forward (SAF) functionality activated. Therefore, your terminal will automatically revert to SAF mode and be accessible for all transactions. Your terminal will automatically prompt you for an authorisation if the transaction is above your floor limit.
If your terminal does not have the SAF function activated, an offline voucher receipt will print for all transactions (except XPOS and Currency Conversion).
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If the transaction is above your floor limit, ring for authorisation and record the authorisation number on the voucher.
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Have the cardholder sign the voucher and check the signature with the signature on the card.
Once your EFTPOS LITE terminal is operational again, key the transaction details for all offline voucher receipts and manual vouchers into the terminal using the voucher entry function.
If your terminal does not have SAF or offline vouchers you will have to use an imprinter and manual voucher (CC201 for credit cards and CC581 for debit cards) to take a record of the card and transaction details. Procedures for completing transactions are the same whether the terminal provides you with an offline voucher receipt or you use the imprinter/manual vouchers:
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Check the commencement date and expiry date of the card to ensure it is valid. Ensure all details on the voucher are complete.
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Voucher entry processing
Step Screen Action
1 COMMONWEALTH Select the blue Function key.
BANK EFTPOS
READY
2 1. EFTPOS Select 1. EFTPOS.
2. TERMINAL
3 1. DUPL RECEIPT Select 3. SPECIAL FUNCTIONS
2. TOTALS
3. SPECIAL FUNC MORE
4 ENTER MANAGER To enter the special functions menu the manager
PASSWORD password is required.
THEN PRESS OK
5 1. REFUND LIMIT Select 2. VOUCHER.
2. VOUCHER
3. RESET
6 AUTH NO. VOUCHER ENTRY Enter the authorisation number and select OK.
ENTER AUTH NO. AND OK If no authorisation number was required select OK.
7 AUTH NO. CARD NUMBER Enter the card number appearing on the offline
ENTER CARD NO. voucher and then select OK.
8 CARD SEQ NUM Enter the two-digit card sequence number appearing
ENTER NUMBER AND OK on the offline voucher and then press OK.
9 EXPIRY: MM/YY Enter the expiry date of the card and press OK.
/ This appears on the offline voucher.
KEY EXPIRY DATE AND OK
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Step Screen Action
10 SELECT TRANS Select the type of transaction to be conducted.
PUR/REF PUR = purchase. REF = refund.
TRANS TYPE
NOTE: Cashout is not permitted in voucher entry processing.
11 PURCHASE: Enter the amount of the purchase and then
$0.00 select OK.
ENTER AMOUNT AND OK
12 PURCHASE Select the account type. CHQ = cheque.
TOT $X.XX SAV = savings. CR = credit.
SELECT ACCOUNT
CHQ/SAV/CR
13 DATE: DD/MM/YYY Enter the date the transaction took place (this can
DATE be found on the offline voucher).
ENTER VOUCHER DATE
14 VOUCHER TIME HH/MM Enter the time the transaction took place (this can
VOUCHER TIME be found on the offline voucher).
VOUCHER TIME ENTER TIME Press OK to accept.
15 EFTPOS PROCESSING The transaction will then be sent to the Bank for
REQUEST IN PROGRESS processing. Once the transaction has been received
PLEASE WAIT the terminal will return to the voucher menu screen.
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If you have more than one transaction to input simply start by selecting 2. Voucher and input the next transaction.
Offline voucher Voucher entry Store and forward
receipt receipt receipt
COMMONWEALTH BANK
EFTPOS RETAILER NAME RETAILER ADDRESS TERMINAL: 12345678 REFERENCE: 654321
OFFLINE VOUCHER
MERCHANT COPY
CARD NO: 5123456789101112 CARD SEQUENCE NO: 01 EXPIRY DATE: 01/01 CREDIT: PURCHASE: $10.00 TOTAL: AUD $10.00
20 MAR 2006 11:59
AUTH NO:
COMMONWEALTH BANK
EFTPOS RETAILER NAME RETAILER ADDRESS TERMINAL: 12345678 REFERENCE: 654321
VOUCHER ENTRY
MERCHANT COPY
ORIGINAL DATE AND TIME 01 JAN 2006 11.59
CARD NO: 5123456789101112 EXPIRY DATE: 01/01 CREDIT: PURCHASE: $10.00 TOTAL: AUD $10.00
20 MAR 2006 11:59
COMMONWEALTH BANK
EFTPOS RETAILER NAME RETAILER ADDRESS TERMINAL: 12345678 REFERENCE: 654321
MERCHANT COPY
CARD NO: 123456-123 EXPIRY DATE: 01/01 CREDIT: PURCHASE: $10.00 TOTAL: AUD $10.00
20 MAR 2006 11:59 CBA KEYCARD
*APPROVED 08
SIGNATURE REQUIRED
SIGNATURE REQUIRED
X………………………………
MS J BROWN
PLEASE SIGN HERE
Not for value To receive value For value
AUTH NO:
RECEIVED FOR
PROCESSING
X……………………………
MS J BROWN
PLEASE SIGN HERE
21
Store and Forward (SAF) processing
Store and Forward (SAF) is the ability to process offline transactions when the host is not available or there is a communication problem. If you have SAF activated the terminal will process transactions as per an online transaction and will not notify you that it has changed to SAF processing. For transactions under your floor limit continue processing transactions as per normal and the terminal screen will prompt you when a customer signature is required. For transactions over your floor limit continue processing transactions as per normal and the terminal screen will prompt you when an authorisation is required.
NOTE: SAF is not available for Currency Conversion transactions.
Step Action
1 Swipe the customer’s card.
2 Proceed as per a normal transaction, entering the type of transaction,
the amount of the transaction and the type of account.
3 A transaction receipt will be printed with a signature panel for
the customer to sign.
4 The customer’s signature is also required for debit card transactions (unlike
online transactions that are PIN activated). The PINpad will display:
Screen: SIGNATURE REQUIRED
SIGNATURE VALID? YES NO
5 If YES is selected the transaction will be completed; NO will cancel
the transaction.
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The PINpad will identify SAF transactions by placing an asterisk beside the approval code on the transaction receipt.
Screen: COMMONWEALTH BANK
EFTPOS APPROVED CC08 VALID SIGNATURE
The merchant copy of the transaction receipt will display the full cardholder number on all SAF transactions.
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When the PINpad detects that the Bank is online again, it will upload the stored transactions in the background allowing the operator to continue serving other customers.
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NOTE: The terminal (and therefore SAF) will not operate in a power failure.
SAF transactions over your floor limit.
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When a transaction that exceeds your floor limit is performed in the SAF mode the PINpad will display (in this case the SAF Credit Floor Limit):
Screen: SAF CREDIT LIMIT
EXCEEDED PRESS OK OR CLR
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To continue press OK and the PINpad will display.
Screen: AUTH CODE REQUIRED
XXXX CONTACT HELP DESK
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Phone the authorisation centre and obtain an authorisation number and enter into the terminal.
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Continue as per a normal debit or credit card transaction.
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When the SAF storage limit is reached (up to 200 transactions), an offline voucher will print for subsequent transactions. This will allow customers to still select EFTPOS as their payment option even when the PINpad has reached its storage capacity.
SAF totals.
The total amount of SAF transactions processed each day will be reflected in the PINpad settlement total. An example of a settlement total printout is shown:
If a settlement is attempted while there are still SAF transactions in the memory, the PINpad will attempt to connect and clear these transactions before sending the reconciliation message to the Bank.
COMMONWEALTH BANK
EFTPOS
RETAILER NAME
RETAILER ADDRESS TERMINAL: 12345678 REFERENCE: 654321
SETTLEMENT TOTALS
PUR 0010 $20.00 CSH/O 0000 $00.00 REFND 0010 $10.00 TOTAL EFT $10.00
...........................................................
DR CARD 0000 $00.00 CR CARD 0020 $10.00 TOTAL BANK $10.00
CHARGE CARD TOTALS AMEX 0000 $00.00 DINERS 0000 $00.00 JCB 0000 $00.00 OTHER 0000 $00.00
...........................................................
VOUCHER/SAF 0010 $10.00
...........................................................
FAILED SAF TRANSACTIONS
0010 $10.00
...........................................................
20 MAR 2006 11:59
SETTLED
NO. AMOUNT
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Viewing SAF transactions.
Step Screen Action
1 COMMONWEALTH Select the blue Function key.
BANK EFTPOS
READY
2 1. EFTPOS Select 2. TERMINAL.
2. TERMINAL
3 ENTER PASSWORD To enter the terminal option menu either the
THEN PRESS OK manager or operator password is required.
4 1. CONFIGURE ‘Select MORE’
2. PASSWORDS
3. REBOOT MORE
5 4. SAF STORAGE Select 4. SAF STORAGE
BACK
6 1. SAF REPORT Select 1. SAF REPORT
2. UNSENT SAFs If there are unprocessed SAF transactions in the
3. FAILED SAFs terminal a report will be printed. If there are no SAF transactions in the terminal, TERMINAL IS EMPTY will be displayed.
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SAF report:
COMMONWEALTH BANK
EFTPOS
RETAILER NAME
RETAILER ADDRESS
TERMINAL: 12345678
SAF TRANSACTIONS ORIGINAL DATE AND TIME 20 MAR 2006 11:59 CARD NO: 123456-123 EXPIRY DATE: 01/01 CREDIT: REFUND: $10.00 TOTAL: AUD $10.00
ORIGINAL DATE AND TIME 20 MAR 2006 11:59 CARD NO: 123456-123 EXPIRY DATE: 01/01 CREDIT: PURCHASE: $10.00 TOTAL: AUD $10.00
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If either ‘Unsent SAFs’ or ‘Failed SAFs’ is selected.
Step Screen Action
1 [CARD NUMBER] If there are unsent or failed SAFs in the terminal
[TXN TYPE] $X.XX each one will be displayed. Each individual
PREV MORE NEXT transaction can be accessed by selecting the
yellow option keys under PREV or NEXT. To view the rest of the transaction select the yellow option key under MORE. If there are no unsent or failed SAFs in the terminal, TERMINAL IS EMPTY will be displayed.
Step Screen Action
2 DD/MM/YYYY HH:MM:SS WARNING: Clearing of SAF transactions should
X/Y only be performed upon instruction from the Bank.
DEL BACK SAF transactions should not be cleared except
upon terminal or network malfunction, except for failed SAFs, which can be cleared anytime to free up space. Pressing DEL, clears one transaction at a time. If you clear a SAF transaction from the terminal it will then need to be input through the voucher entry option on the terminal. Note: Pressing the CLR key causes the terminal to return to idle. The BACK key causes the previous screen to be displayed.
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Damaged credit card processing
If, when swiped, a credit card displays a ‘damaged card’ message, the transaction may be manually keyed. This function is not available for debit cards.
Step Screen Action
1 COMMONWEALTH Enter card number manually.
BANK EFTPOS
READY
2 CARD NUMBER: After entering the first number of the card this
ENTER CARD NO. screen appears. Continue to enter full card
number and select OK.
3 CARD SEQ NUM Enter two-digit card sequence number (after the
ENTER NUMBER expiry date) and select OK. If no card sequence
number is available select OK.
4 EXPIRY: MM/YY Enter expiry date of card and select OK.
/
ENTER EXPIRY DATE
5 CARD CH VAL Enter three-digit card check value and select OK.
ENTER NUMBER Card check value may be printed on the reverse of
many cards (the three digits after the card number). If no check value is present select OK.
6 IMPRINT TAKEN? A manual imprint of the card must be taken before
NO YES the transaction can proceed. Once imprint is
taken select YES.
7 SELECT Select the transaction type.
TRANS TYPE
PUR CASH REF
27
Step Screen Action
8 PURCHASE: Enter the amount of the purchase and then
$0.00 select OK.
ENTER AMOUNT
CASH
NOTE: Cashout is not permitted on a credit card.
9 PURCHASE Select account type CR.
TOT $X.XX
SELECT ACCOUNT
CHQ SAV CR
10 AUD $$$$$$.cc This screen will appear if you have Currency
EXCH RATE N.nnnn Conversion activated on your terminal and the card XXX $$$$$$$$$ swiped is an overseas card in a currency for which SELECT 1=AUD 2=XXX the terminal has an up to date exchange rate. <CC>
is the 3-digit currency code, e.g. USD for American dollars. In accordance with international scheme rules you must give the cardholder the option of either paying in Australian dollars or their local currency. Select the corresponding yellow option key below either AUD or <CC>.
NOTE: Step 10 is only applicable for Currency Conversion transactions.
11 PURCHASE/CR Select OK (credit card transactions are signature
TOTAL $X.XX based and therefore no PIN is required). The
ENTER PIN OR OK transaction will then go to the Bank for processing.
12 EFTPOS PROCESSING
13 SIGN REQUIRED If the signature matches the one on the credit card
REF 000XXX select YES. If you select NO the terminal will then
SIGN VALID? ask if you want to cancel the transaction.
NO/YES
28
A receipt will issue asking for the cardholder’s signature. Check the signature against that on the card.
Printer functions
For all transactions which require a printed message facility, a warning message will be displayed if the printer is out of paper or if the printer cover is open:
Screen: PRINTER ERROR
PAPER OUT PRESS OK OR CLR
Please insert a new roll of paper in order to use your EFTPOS terminal.
29
Duplicate receipts
If you are unsure whether the last transaction you processed was approved, perhaps because the tally roll jammed, you can clear the printer and use the duplicate receipt function to verify the outcome of the transaction. Instead of re-inputting the transaction which may double charge the cardholder, the duplicate receipt function allows you to reprint the last completed transaction. It will show all the details of the transaction and whether the transaction was approved.
Step Screen Action
1 COMMONWEALTH Select the blue Function key.
BANK EFTPOS
READY
2 1. EFTPOS Select 1. EFTPOS.
2. TERMINAL
3 1. DUPLICATE RECEIPT Select 1. DUPLICATE RECEIPT.
2. TOTALS
3. SPECIAL FUNCTIONS MORE
4 PRINTING PLEASE WAIT Duplicate receipt is being processed and printed.
30
Totals
Reconciliation – the process by which the value of transactions processed through your terminal is deposited to your nominated bank account. Payment for your transactions occurs automatically once a day. By using this function you can initiate a settlement prior to the automatic settlement. Once the reconciliation has gone for processing it will print a receipt.
If you have the Last One Hundred Transactions function activated a summary of the last 100 transactions since the last reconciliation will be printed.
NOTE: A merchant initiated settlement
is available between 0.01 and
21.45 (EST). If settlement is not initiated during this time frame, the Bank will settle on your behalf at 21.45 (EST).
Previous settlement – this function allows you to view the totals of your previous settlement. If the Last Seven Settlement Function is activated you will be given the option of viewing the last settlement or the last seven settlements.
Cumulative totals – indicates the business transacted through the terminal since the last reconciliation you processed.
Shift totals – total transactions processed during a specific time period. These can be asked for at any time and display the total of transactions processed through your terminal since the last time the shift totals were cleared.
Auto settlement – the terminal can be set to automatically settle every day at a particular time of day (anytime except between the hours of 21.46 and 0.00 EST). The terminal will also print a receipt as part of this feature.
31
Step Screen Action
1 COMMONWEALTH Select the blue Function key.
BANK EFTPOS
READY
2 1. EFTPOS Select 1. EFTPOS.
2. TERMINAL
3 1. DUPL RECEIPT Select 2. TOTALS.
2. TOTALS
3. SPECIAL FUNCTIONS MORE
4 ENTER PASSWORD To enter the totals menu either the manager or
THEN PRESS OK operator password is required.
5 1. RECONCILE Select the type of total you wish to use.
2. PREV SETTLEMENT The terminal will then print the total.
3. CUMULATIVE TOTALS MORE
If you are using the Shift totals option and wish to retain accurate information for each shift, the totals must be cleared after printing each shift total. This function appears on the Shift Totals menu.
32
Changing passwords (manager and operator)
Passwords are required to access many of the functions to protect you from unauthorised use of the terminal. There are two password levels available. An operator password allows you to complete refund transactions up to a certain limit determined by you. The manager password allows you to access the functions menu and to approve refunds above the operator limit and below the maximum terminal limit. Remember to change your passwords regularly. (Terminal will not accept passwords 123456 or 000000.)
Step Screen Action
1 COMMONWEALTH Select the blue Function key.
BANK EFTPOS
READY
2 1. EFTPOS Select 2. TERMINAL.
2. TERMINAL
3 ENTER PASSWORD To enter the terminal option menu, the manager
THEN PRESS OK password is required.
4 1. CONFIGURE Select 2. PASSWORDS.
2. PASSWORDS
3. REBOOT
4. SAF STORAGE
5 1. MANAGER PASS Select either 1 or 2 dependent upon which
2. OPERATOR PASS password you wish to change.
6 MANAGER PWD Enter new password and select OK. The screen
ENTER prompt shown is for option 1. The option 2 prompt
NEW CODE AND OK is operator password.
7 CONFIRM PWD Enter password and OK. This is to confirm the
NEW CODE AND OK correct password.
8 PWD ACCEPTED Password change has been accepted. Select OK
PRESS OK to continue. Password management menu will
reappear so you can change the other password. If this is not required select the red cancel key.
33
Setting refund limits (manager and operator)
The manager password can process all refund transactions up to the terminal limit or a lesser amount set by you whilst the
The EFTPOS LITE terminal requires the input of a password for all refund transactions. The terminal allows you to set two refund limit levels (operator and manager) to help you control who has access to the refund facility and provide greater protection against fraud. For further protection, the Bank has also set a maximum terminal limit. You will need to contact the Bank to process refund transactions above this limit.
operator password can only complete those refund transactions up to the limit you set for operators. For example if the operator limit is set at $50.00, all refund transactions under this amount can be processed by inputting either the operator or manager password whilst any refund transactions above $50.00 and up to the set limit or the terminal limit can only be completed with the manager password.
Step Screen Action
1 COMMONWEALTH Select the blue Function key.
BANK EFTPOS
READY
2 1. EFTPOS Select 1. EFTPOS.
2. TERMINAL
3 1. DUPLICATE RECEIPT Select 3. SPECIAL FUNCTIONS.
2. TOTALS
3. SPECIAL FUNCTIONS
MORE
4 ENTER MANAGER To enter the special functions menu the manager
PASSWORD password is required.
THEN PRESS OK
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Step Screen Action
5 1. REFUND LIMIT Select 1. REFUND LIMIT.
2. VOUCHER
3. RESET
6 1. OPERATOR Select 1 or 2 depending on which limit you
2. MANAGER wish to change.
7 OPERATOR LIMIT Enter the new refund limit and press OK. The
$X.XX terminal will then return to the previous menu
ENTER NEW AMT (above). The screen prompt shown is for option 1.
$X.XX The option 2 prompt is manager limit.
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Other terminal functions
Terminal reboot – used to reboot the terminal if it has locked up or you are advised to do so by the Bank’s help desk.
PINpad lock – after a period of time, if no key has been pressed, the PINpad will lock. To process further transactions will require the inputting of either the operator or manager password.
PINpad lock time-out – allows you to set the amount of time that passes before the PINpad lock is activated.
Audible tone – allows you to turn off the audible tone that sounds when a transaction is declined.
LCD contrast – allows you to adjust the brightness of the LCD screen.
Terminal reboot:
Step Screen Action
1 COMMONWEALTH Select the blue Function key.
BANK EFTPOS
READY
2 1. EFTPOS Select 2. TERMINAL.
2. TERMINAL
3 PASSWORD To enter the terminal option menu either
* * * * * manager or operator password is required.
ENTER CODE AND OK
4 1. CONFIGURE Select 3. REBOOT.
2. PASSWORDS
3. REBOOT MORE
5 TERMINAL To reboot the terminal select PROCEED.
REBOOT
PROCEED/CANCEL
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PINpad lock:
Step Screen Action
1 COMMONWEALTH Select the blue Function key.
BANK EFTPOS
READY
2 1. EFTPOS Select 2. TERMINAL.
2. TERMINAL
3 PASSWORD To enter the terminal option menu either the
* * * * * manager or operator password is required.
ENTER CODE AND OK
4 1. CONFIGURE Select 1. CONFIGURE.
2. PASSWORDS
3. REBOOT
4. SAF STORAGE
5 1. PINPAD LOCK Select 1. PINPAD LOCK.
2. AUDIBLE TONE
3. LCD CONTRAST MORE
Turning lock on/off:
1 1. LOCK ON/OFF Select 1. LOCK ON/OFF.
2. SET TIMEOUT
2 LOCK IS ON Select either ON or OFF as required.
SELECT OPTION
ON/OFF
3 INPUT ACCEPTED Screen confirmation of selection.
LOCK IS ON
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Setting‘PINpad lock time-out’:
Step Screen Action
1 1. LOCK ON/OFF Select 2. SET TIMEOUT.
2. SET TIMEOUT
2 LOCK TIMEOUT Enter amount of timeout.
10MIN
NEW VALUE:
3 INPUT ACCEPTED Screen confirmation of selection.
LOCK TIMEOUT
10MIN
Turning audible tone on/off:
1 COMMONWEALTH Select the blue Function key.
BANK EFTPOS
READY
2 1. EFTPOS Select 2. TERMINAL.
2. TERMINAL
3 PASSWORD To enter the terminal option menu either the
* * * * * manager or operator password is required.
ENTER CODE AND OK
4 1. CONFIGURE Select 1. CONFIGURE.
2. PASSWORDS
3. REBOOT
4. SAF STORAGE
5 1. PINPAD LOCK Select 2. AUDIBLE TONE.
2. AUDIBLE TONE
3. LCD CONTRAST MORE
6 TONE IS ON Select either ON or OFF as required.
SELECT OPTION
ON/OFF
7 INPUT ACCEPTED Screen confirmation of selection.
TONE IS
ON
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Adjusting the LCD contrast:
Step Screen Action
1 COMMONWEALTH Select the blue Function key.
BANK EFTPOS
READY
2 1. EFTPOS Select 2. TERMINAL.
2. TERMINAL
3 PASSWORD To enter the terminal option menu either the
* * * * * manager or operator password is required
ENTER CODE AND OK
4 1. CONFIGURE Select 1. CONFIGURE.
2. PASSWORDS
3. REBOOT MORE
5 1. PINPAD LOCK Select 3. LCD CONTRAST.
2. AUDIBLE TONE
3. LCD CONTRAST MORE
6 CHANGE LCD Use the yellow option keys below DEC or INC to
CONTRAST either decrease or increase the brightness then
SELECT OPTION press OK.
DEC INC
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Training mode
Training mode is useful for showing new staff how to use the terminal to process transactions. The training mode, when enabled, puts the terminal into a state where no messages are sent to the host. All supported transactions involve no transfer of money. The idle screen and receipts are clearly labelled as being in training mode.
Training mode is not available for XPOS and Currency Conversion transactions.
Enabling training mode:
Step Screen Action
1 COMMONWEALTH Select the blue Function key.
BANK EFTPOS
READY
2 1. EFTPOS Select 1. EFTPOS.
2. TERMINAL
3 1. DUPLICATE RECEIPT Select the yellow option key below MORE.
2. TOTALS
3. SPECIAL FUNCTIONS MORE
4 4. TRAINING Select 4. TRAINING.
5 TRAINING MODE Select the yellow option key below ON.
TRAINING OFF
SELECT OPTION
ON/OFF
6 INPUT ACCEPTED Screen confirmation of selection.
TRAINING IS
ON
To turn training mode off follow the above instructions and select OFF at step 5.
Training mode display:
The training mode ready screen will be displayed as:
Screen: COMMONWEALTH BANK
EFTPOS ***TRAINING***
40
The training mode receipt shows the terminal in training mode:
COMMONWEALTH BANK
EFTPOS RETAILER NAME RETAILER ADDRESS TERMINAL: 12345678 REFERENCE: 654321
TRAINING MODE NOT FOR VALUE
MERCHANT COPY CARD NO: 123456-123 EXPIRY DATE: 01/01
CREDIT: PURCHASE: $10.00 TOTAL: AUD $10.00
20 MAR 2006 11:59
APPROVED 00
TRAINING MODE NOT FOR VALUE
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MOTO (Mail Order/Telephone Order) processing
For approved Mail and Telephone Order Merchants.
MOTO processing allows you to perform a credit card transaction for purchases or refunds made via telephone or mail. Only purchase and refund transactions can be processed through MOTO. As the transaction is conducted over the phone or through the mail there is no requirement for a signature. The rules governing MOTO transactions are provided to you on approval. You should ensure that you and your staff are fully aware of the responsibilities of conducting MOTO transactions.
Step Screen Action
1 COMMONWEALTH Select the yellow option key below MOTO.
BANK EFTPOS
READY
MOTO
2 CARD NUMBER: Manually enter the credit card number and
then select OK.
ENTER NUMBER AND OK
3 EXPIRY DATE: MM/YY Enter the expiry date of the credit card and
EXPIRY DATE: / press OK.
KEY EXPIRY DATE AND OK
4 SELECT Select the type of transaction.
TRANS TYPE
PUR REF
NOTE: Cashout is not permitted on a credit card.
5 PURCHASE: Enter the amount and then select OK. The
$0.00 transaction will then be processed. Once this
ENTER AMOUNT AND OK occurs the screen will show that the transaction
has been approved and return to the MOTO menu.
42
Step Screen Action
6 AUD $$$$$$.cc This screen will appear if you have Currency
EXCH RATE N.nnnn Conversion activated on your terminal and the card XXX $$$$$$$$$ swiped is an overseas card in a currency for which SELECT 1=AUD 2=XXX the terminal has an up to date exchange rate. <CC>
is the 3-digit currency code, e.g. USD for American dollars. In accordance with international scheme rules you must give the cardholder the option of either paying in Australian dollars or their local currency. Select the corresponding yellow option key below either AUD or <CC>.
NOTE: Step 6 is only applicable for Currency Conversion transactions.
A receipt will be printed for your records.
MOTO receipt MOTO refund receipt
COMMONWEALTH
BANK
EFTPOS RETAILER NAME RETAILER ADDRESS TERMINAL: 12345678 REFERENCE: 654321
MOTO CARD NO: 123456-123 EXPIRY DATE: 01/01 CREDIT: PURCHASE: $10.00 TOTAL: AUD $10.00
20 MAR 2006 11:59
CBA MASTERCARD
MOTO APPROVED 08
COMMONWEALTH
BANK
EFTPOS RETAILER NAME RETAILER ADDRESS TERMINAL: 12345678 REFERENCE: 654321
MOTO CARD NO: 123456-123 EXPIRY DATE: 01/01 CREDIT: REFUND: $10.00 TOTAL: AUD $10.00
20 MAR 2006 11:59
CBA MASTERCARD
MOTO APPROVED 08
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XPOS
XPOS is a software application available on the EFTPOS LITE. XPOS is a first for Australia, turning the EFTPOS terminal into a virtual store, allowing a retailer to sell products and services.
Products available range from mobile recharge, music downloads, calling cards, internet recharge, tolling, attraction tickets, fishing licenses, magazine subscriptions, flower delivery and Wishlist. XPOS also enables a retailer to process electronic gift cards, run a loyalty programme, process Bartercard transactions and accept bill payments. (Products vary dependent on terminal selection.)
If XPOS has been installed on your EFTPOS terminal, please refer to the XPOS Operator Manual for instructions on processing XPOS transactions.
If you require XPOS technical help please call the XPOS Help Desk on 1300 553 772, 24 hours, 7 days.
To activate XPOS on your terminal call Merchant Enquiries on 1800 230 177, Monday to Friday, 9 am to 5 pm.
For more information visit www.commbank.com.au/xpos
Retailers select the product from a menu on the EFTPOS terminal, accept payment, then print the product. XPOS automates the physical distribution of products and services providing the benefits of eliminating capital outlay, shelf space requirements and stock shrinkage.
44
Currency Conversion transactions
Currency Conversion will enable you to:
I
Provide a better customer service by making it easier for your customers
Currency Conversion offers your overseas customers the freedom to use their credit card to pay for purchases in their home currency, at your point of sale. This is a must if your business deals with international customers on a regular basis.
Currency Conversion allows international cardholders the option of either paying in Australian dollars or their home currency through the EFTPOS terminal. For example, a US cardholder can choose to pay in US dollars and they will only see the US dollar amount on their receipt and credit card statement. The value deposited to your settlement account will still be in Australian dollars.
In addition to providing a better service to your customers, you also earn a commission for each foreign currency transaction.
to do business with you.
I
Earn a commission for each foreign currency transaction.
I
Increase the purchase confidence of overseas customers who pay by Visa or MasterCard, and so potentially increase the value of their purchase.
I
Provide a competitive differentiation in your business and help secure repeat business.
I
Accept both Australian dollar and foreign currency payments through one terminal.
I
Be paid for the sale proceeds in Australian dollars.
To activate Currency Conversion call Merchant Enquiries on 1800 230 177, Monday to Friday, 9 am to 5 pm.
45
Terminal error messages
Codes Description Printer Message Terminal Display
00 Approved or completed APPROVED 00 APPROVED 00
successfully
01 Refer to card issuer DECLINED 01 TRANSACTION DECLINED
CONTACT BANK-01
03 Invalid merchant DECLINED 03 TRANSACTION DECLINED
INVALID MERCHANT-03
04 Pick-up card DECLINED 04 TRANSACTION DECLINED
CONTACT BANK-04
08 Honour with identification APPROVED 08 APPROVED
WITH SIGNATURE
11 Approved VIP APPROVED 00 APPROVED 00
12 Invalid transaction DECLINED 12 TRANSACTION DECLINED
INVALID TRANS-12
13 Invalid amount DECLINED 13 TRANSACTION DECLINED
INVALID AMOUNT-13
14 Invalid card number DECLINED 14 TRANSACTION DECLINED
(no such number) INVALID CARD NO-13
19 Re-enter transaction DECLINED 19 TRANSACTION DECLINED
SYSTEM ERROR-19
21 No action taken DECLINED 21 TRANSACTION DECLINED
SYSTEM ERROR-21
30 Format error DECLINED 30 TRANSACTION DECLINED
SYSTEM ERROR-30
31 Bank not supported by switch DECLINED 31 TRANSACTION DECLINED
SYSTEM ERROR-31
33 Expired card DECLINED 33 TRANSACTION DECLINED
PHONE AUTH CENTRE-33
46
Codes Description Printer Message Terminal Display
36 Restricted card DECLINED 36 TRANSACTION DECLINED
BANK NOT AVAIL-36
39 No credit account DECLINED 39 TRANSACTION DECLINED
NO CREDIT ACCT-39
41 Lost card DECLINED 41 TRANSACTION DECLINED
PHONE AUTH CENTRE-41
42 No universal account DECLINED 42 TRANSACTION DECLINED
NO ACCOUNT-42
43 Stolen card, pick up DECLINED 43 TRANSACTION DECLINED
PHONE AUTH CENTRE-43
51 Not sufficient funds DECLINED 51 TRANSACTION DECLINED
REFER CARD ISSUER-51
52 No cheque account DECLINED 52 TRANSACTION DECLINED
NO CHEQUE ACCT-52
53 No savings account DECLINED 53 TRANSACTION DECLINED
NO SAVINGS ACCT-53
54 Expired card DECLINED 54 TRANSACTION DECLINED
EXPIRED CARD-54
55 Incorrect PIN DECLINED 55 TRANSACTION DECLINED
INCORRECT PIN-55
56 No card record DECLINED 56 TRANSACTION DECLINED
CARD NOT VALID-56
57 Transaction not permitted DECLINED 57 TRANSACTION DECLINED
to cardholder TRAN NOT ALLOWED-57
58 Transaction not permitted DECLINED 58 TRANSACTION DECLINED
to terminal TRAN NOT ALLOWED-58
59 Suspected fraud DECLINED 59 TRANSACTION DECLINED
PHONE AUTH CENTRE-59
47
Codes Description Printer Message Terminal Display
60 Card acceptor contact acquirer DECLINED 60 TRANSACTION DECLINED
PROCESSING ERROR-60
61 Exceeds withdrawal amount limit DECLINED 61 TRANSACTION DECLINED
OVER CARD LIMIT-61
62 Restricted card DECLINED 62 TRANSACTION DECLINED
TRAN NOT ALLOWED-62
67 Phone authorisation centre DECLINED 67 TRANSACTION DECLINED
PHONE AUTH CENTRE-67
75 Allowable PIN tries exceeded DECLINED 75 TRANSACTION DECLINED
EXCEED PIN TRIES-75
91 Issuer or switch inoperative DECLINED 91 TRANSACTION DECLINED
ISSUER NOT AVAIL-91
94 Duplicate transaction DECLINED 94 TRANSACTION DECLINED
DECLINED-94
96 System malfunction DECLINED 96 TRANSACTION DECLINED
RETRY TRANSACTION-96
97 Reconcile totals have been reset SETTLED 97 SETTLEMENT
TOTALS RESET
98 MAC error DECLINED 98 TRANSACTION DECLINED
MAC ERROR-98
Q5 Settlement message already DECLINED Q5 TRANSACTION DECLINED
acknowledged. Response totals ALREADY SETTLED-Q5 same as for original settlement
R1 Incorrect PIN block format DECLINED R1 TRANSACTION DECLINED
PIN BLOCK ERROR-R1
S1 Amount greater than SAF DECLINED S1 TRANSACTION DECLINED
credit/debit limit CALL FOR AUTH-S1
Z1 Transaction amount too large DECLINED Z1 TRANSACTION DECLINED
LOWER AMOUNT-Z1
48
Codes Description Printer Message Terminal Display
Z3 Transaction amount greater DECLINED Z3 TRANSACTION DECLINED
than authorised amount INVALID AMOUNT-Z3
Z6 Card insertion only DECLINED Z6 TRANSACTION DECLINED
NO MANUAL ENTRY-Z6
For any Terminal Display not listed above the terminal is to display and print the following:
Print Message Terminal Display
DECLINED nn TRANSACTION DECLINED
SYSTEM ERROR-nn
Codes Description Printer Message Terminal Display
001 Sending error SENDING TRANSMISSION ERROR
ERROR 001 SENDING ERROR - 001
004 Powered off POWER TRANSMISSION ERROR
FAILED 004 POWER FAILED - 004
005 POS communications error POS LINK TRANSMISSION ERROR
FAILED 005 POS LINK FAILED - 005
006 Error PDU received ERROR TRANSMISSION ERROR
PDU RX 006 ERROR PDU RX - 006
007 Error PDU transmitted ERROR TRANSMISSION ERROR
PDU TX 007 ERROR PDU TX - 007
T01 Connection timeout COMMS T/O COMMS TIMEOUT
EXPIRED T01 EXPIRED - T01
T02 Number engaged LINE COMMUNICATIONS
ENGAGED T02 ERROR
LINE ENGAGED - T02
T03 No answer NO ANSWER T03 COMMUNICATIONS
ERROR
NO ANSWER -T03
49
Codes Description Printer Message Terminal Display
T04 MAC failure MAC ERROR T04 TRANSMISSION ERROR
MAC ERROR - T04
T05 No dial tone NO DIAL TONE T05 COMMUNICATIONS
ERROR
NO DIAL TONE - T05
T09 No carrier NO CARRIER T09 COMMUNICATIONS
ERROR
NO CARRIER - T09
T10 No polling NO POLLING T10 COMMUNICATIONS
ERROR
NO POLLING - T10
T28 Invalid host response INVALID TRANSMISSION ERROR
RESPONSE T28 INVALID RESPONSE - T28
T29 Invalid PPID UNKNOWN COMMUNICATIONS
PPID T29 ERROR
UNKNOWN PPID - T29
T30 Re-initalisation is required INIT REQUIRED T30 COMMUNICATIONS
ERROR
INIT REQUIRED - T30
T31 No response TRANS T/O TRANSACTION TIMEOUT
EXPIRED T31 EXPIRED - T31
T32 Transmit timeout COMMS T/O COMMS TIMEOUT
EXPIRED T32 EXPIRED - T32
T33 Invalid signature FAILED TRANSACTION DECLINED
SIGNATURE T33 FAILED SIGNATURE - T33
T99 Unknown error UNKNOWN COMMUNICATIONS
ERROR T99 ERROR
UNKNOWN ERROR - T99
50
51
Where to get help
I
Help Desk
24 hours, 7 days Call Freecall* 1800 022 966 to report terminal faults or failures.
I
Merchant Enquiries
Mon to Fri 9 am to 5 pm (local time) Call Freecall* 1800 230 177 for general merchant enquiries, EFTPOS transaction errors, reconciliation errors, merchant statement enquiries, charge card acceptance through your terminal, change of address notification, the collection of unused equipment, business closure and the adding or deleting of terminal functionality.
I
XPOS Help Desk
24 hours, 7 days Call 1300 553 772 to report XPOS faults or for instructions on how to process XPOS transactions.
I
Authorisations
24 hours, 7 days Call Freecall* 1800 813 700 for all over floor limit manual debit card transactions.
Call 13 26 36 for all over floor limit manual credit card transactions.
I
Charge cards
American Express 1300 363 614 Diners Club 1800 331 112 JCB 1800 200 250 for authorisation of all over floor limit manual charge card transactions. General enquiries 1300 363 614 (care of Amex) for any settlement problems relating to charge card transactions.
I
Change of ownership and new facility enquiries
Monday to Friday 8 am to 8 pm Call 13 1998
I
Stationery ordering service
24 hours, 7 days Call Freecall* 1800 007 251
Whenever telephoning any of the above numbers, please assist by having your merchant number and terminal number available.
52
*Calls to Freecall numbers are free unless made
from a mobile phone, which will be charged at the applicable rate.
1800 022 966
24 hours, 7 days
commbank.com.au
ADV9805 070606
Commonwealth Bank of Australia ABN 48 123 123 124
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