Hypercom M4230 User Manual

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EFTPOS Professional Hypercom Mobile User Guide.

Phone Numbers

Westpac Merchant Business Solutions Help Desk

• Service, Sales and Support

• Terminal Diculties

• Stationery Orders

Manual Credit Card Authorisations (MasterCard, Visa)

American Express Authorisations

Diners Club Authorisations

JCB Authorisations

Cardholder Behaving Suspiciously

Note: When one of our operators asks you to retain a card, please always ensure your personal safety rst. Do not comply with the request if you or anyone else is placed at risk.

1800 029 749 (24 hours a day, 7 days a week)

132 415 (24 hours a day, 7 days a week)

1300 363 614

1800 331 112

1300 363 614

132 415 Extension 500

Merchant Details

Please complete the details below for your merchant facility.

Trading name:

Merchant number:

Floor limit:

For face to face transactions: $

If your terminal is enabled for Electronic Fallback (EFB) transactions your oor limit is:

$ for credit card transactions

$ for debit card transactions

For mail/telephone order, instalment/recurring transactions (for merchants where approved): $0

All Internet transactions: $0

Contents

1.0 Introduction .................................... 2

1.1 Merchant Responsibility for Equipment and Materials Provided .. 2

1.2 Cancellation of Facility ..................... 2

1.3 Damaged, Lost or Stolen

Equipment ......................................... 2

2.0 Getting Started ............................... 3

2.1 EFTPOS Professional Mobile ............ 3

2.2 Keyboard Layout ............................... 3

2.3 Terminal Display ............................... 4

2.4 Power Supply .................................... 4

2.5 Communications ............................... 5

2.5.1 Terminal Communications ................ 5

2.5.2 GPRS Coverage ................................. 5

2.6 Printer and Paper Load Function ...... 5

2.7 Terminal Maintenance ...................... 7

2.8 Passwords ......................................... 8

3.0 Terminal Users ................................ 9

4.0 Procedures .....................................12

4.1 Inserting a Chip Card .......................12

4.2 Swiping a Magnetic Stripe Card ......13

4.3 Operating Training Mode .................13

4.4 Locking/Unlocking Terminal

Keyboard ..........................................17

5.0 Transaction Procedures .............. 18

5.1 How to Process a Sale .................... 18

5.2 How to Process a Cash Only

Transaction ......................................21

5.3 How to Process a Refund ............... 23

5.4 How to Void a Transaction .............. 26

5.5 How to Process a Sale with Tip ...... 29

5.6 How to Process a Tip Addition ....... 32

5.7 How to Process a Mail/Telephone

Order/e-Commerce Transaction .... 37

5.8 How to Process a

Pre-Authorisation ........................... 40

5.9 How to Process a Completion ........ 43

5.9.1 Using the Invoice/ROC Number ..... 43

5.9.2 Using the Authorisation ID ............. 45

6.0 Reporting Functions ..................... 48

6.1 How to Print a Subtotal Report ...... 48

6.2 Terminal Settlement ....................... 49

6.3 How to Reprint Previous

Settlements .................................... 52

6.4 How to Reprint Last Transaction .... 53

6.5 How to Reprint Speciﬁc

Transaction ..................................... 55

6.6 How to View Transactions .............. 56

6.7 How to Print Transaction Log ......... 57

6.8 How to Print Tip Report .................. 59

6.9 Shifts ................................................61

6.9.1 How to End a Shift ........................... 61

6.9.2 How to Print a Shift Report ............ 62

7.0 Additional Terminal

Features/Options ......................... 64

7.1 Multi Merchant Facilities ................ 64

7.2 Merchant Surcharge ....................... 64

7.3 Merchant Logo ................................ 67

7.4 Pre-Set Amounts ............................ 67

7.5 Dynamic Currency Conversion ........71

8.0 Fall Back Sales Procedures ......... 80

8.1 Electronic Fall Back ........................ 80

8.1.1 Sending Oﬄine Transactions ..........81

8.2 Manual Fall Back ............................. 82

9.0 Minimising Fraud .......................... 83

9.1 CCV Security Codes ....................... 83

10.0 Trouble Shooting .......................... 85

10.1 Hardware Faults ............................. 85

10.2 Response Codes ............................. 86

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE

1.0 Introduction

The EFTPOS Professional Mobile terminal allows online transactions to be processed for Debit Cards (Savings and Cheque accounts), Credit Cards (Visa and MasterCard) and Charge Cards (American Express, Diners Club and JCB). To accept Charge Card transactions please contact the Charge Card provider.

The features of the EFTPOS Professional Mobile terminal include:

●

Process Purchases

●

Process Refunds

●

Process Voids

●

Process Mail/Telephone Order Transactions

●

Process Cash Out Transactions for Debit Cards

●

Process Pre-Authorisation and Completion Transactions

●

Process Tips

1.1 Merchant Responsibility for Equipment and Materials Provided

Imprinters, terminals and equipment (where supplied by us), plus any unused stationery and promotional material remain the property of the Bank.

●

You must not sell, assign or in any way encumber them.

●

You shall not part with possession of them to a third party or give access to a third party.

●

You must ensure that the terminals are covered by your business or contents insurance.

Terminals must not be relocated without prior authorisation.

Terminals must be located where customers can use the PINpad without the risk of other people seeing them key in their PIN.

1.2 Cancellation of Facility

If your merchant facility is cancelled for any reason, this equipment and materials must be returned to us. To make arrangements for return call the Westpac Helpdesk on 1800029749. You must ensure that all equipment and materials are available to be returned within ﬁve business days of our request.

Fees and charges will continue to be incurred until the equipment is returned to the bank asinstructed.

1.3 Damaged, Lost or Stolen Equipment

You are responsible for your equipment. If equipment is damaged, lost or stolen, you will be charged for their replacement.

2 EFTPOS PROFESSIONAL MOBILE GPRS USER GUIDE INTRODUCTION

2.0 Getting Started

2.1 EFTPOS Professional Mobile Terminal

The EFTPOS Professional Mobile terminal is a complete unit. The terminal also operates as a PIN Pad for the customer and has an internal thermal printer for fast, quiet printing.

2.2 Keyboard Layout

Soft Keys

Reports Key

Menu Key

Paper Feed Key

Cancel Key

The SOFT keys are used to select options displayed on the terminal

Soft Keys:

screen and to move up and down through the menu options displayed on the screen.

Reports Key: The REPORTS key accesses the Reports menu.

Menu Key: The MENU key allows access to the terminal menu for various functions.

Function/ Power Key:

Mag Stripe Reader:

The FUNCTION key is used to access the terminal functions. It also acts as the POWER key to turn the terminal on and oﬀ.

Where a cards magnetic stripe is swiped through the terminal.

Paper Feed: The FEED key performs a 10mm paper feed.

Enter Key:

Cancel Key:

Clear Key:

Chip Card Reader:

The ENTER key is used to conﬁrm data entered or displayed and to select menu options.

The CANCEL key is used to cancel the current function and return the terminal to the idle state.

The CLEAR key is used to cycle backwards through the transaction steps if an error is made.

Where a chip card is inserted.

Function Key

Magnetic Stripe Reader

Enter Key

Clear Key

Chip Card Reader

3EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE GET TING STARTED

2.3 Terminal Display

Signal Strength – Number of bars indicates strength of the GPRS signal. When no signal is detected just the

will appear. Three bars indicate good

signal strength.

Battery - Internal battery power level displayed when terminal is not connected to mains power.

Battery Charging - This symbol will display alternately with the battery strength indicator when the terminal is plugged into mains power and charging.

2.4 Power Supply

The terminal can run on mains power as well as on battery power.

The terminal operates on a fast charge set up. It takes approximately three hours to fully charge the battery. When fully charged, the terminal will give up to ten hours of usage and can process approximately 200 transactions before needing a recharge.

The terminal is recharged by plugging the terminal into mains power using the charger supplied, or the optional docking cradle.

XX XXXX XXXX XXXXX XXXXXXXX XXXXX XXXXXXX XXX XXXXXX XX XXXXXXX XXXXXX XXX XXXXX XX XXX XXXX XX XXXX XXXXXXXXX

POWER SERIAL

Power

XXXXXX

XXXXXXX

XXXXXXXXXXXXXXXXXX

XXXXXXXXXXXXX

Docking Cradle (optional) Normal Charger

Powering the terminal oﬀ/on

When the terminal is not connected to the mains power and is left idle for 10 minutes, the terminal will go into ‘sleep mode’ to preserve battery. The terminal display will go blank, however the terminal will still be connected to the network. To start using the terminal again, press any key. After 60 minutes of inactivity the terminal will automatically shut itself down. If you wish to alter these timeouts, please contact Merchant Business Solutions.

To turn the terminal back on, press the Function/Power key for approximately ﬁve seconds until you hear a beep.

To switch the terminal oﬀ manually, press the Function/Power key from the idle screen for approximately ﬁve seconds until the display goes blank.

4 EFTPO S PROFESS IONAL MOBILE GPRS U SER GUIDE GETT ING STARTED

2.5 Communications

2.5.1 Terminal Communications

The terminal utilises the Telstra GPRS network. An authorised SIM card is required to process transactions on the terminal via the GPRS network. Westpac will provide data only SIM cards with the terminal.

2.5.2 GPRS Coverage

The GPRS network provides coverage to 96% of Australia’s population. To verify if your terminal has suﬃcient coverage check the bars on the bottom left of the display screen. Three ascending bars indicate good signal strength.

2.6 Printer and Paper Load Function

The EFTPOS Professional Mobile terminal has an in-built thermal printer. To load paper:

(a) Open the paper compartment cover by pressing the sides of the paper compartment

cover and lifting upwards.

Printer Cover

5EFTP OS PROFESSIO NAL MOBI LE GPRS USER GUIDE GETTIN G START ED

(b) Drop the paper roll into the compartment with the end of the roll protruding from

underneath the roll.

Drop

Paper Roll

(d) Test the operation of the printer by pressing the paper feed (

Pull

Receipt Paper

✽) button.

6 EFTPOS PROFESS IONAL MOBIL E GPRS USER G UIDE GE TTING STARTED

2.7 Terminal Maintenance

In order to keep your terminal’s software up to date the bank will automatically download any updates to your terminal on a regular basis (usually monthly). It is important that you allow the downloads to be completed so that your terminal will always have the latest conﬁguration and software available.

Generally this download will occur overnight and will take approximately one to two minutes, however on occasion this can be up to 10 to 15 minutes. To allow this download to occur your terminal will need to be kept switched on and be able to communicate with the bank.

If your terminal is unable to connect to the bank’s system at its scheduled time it will try at a later stage. The terminal will alert you to the download and allow you to “defer” the download if you have customers present. The prompt will read:

TERMINAL DISPLAY PROCEDURE

TMS DOWNLOAD REQUIRED

CONTINUE?

NO YES

Press the soft key next to YES, or press ENTER, to allow the download to proceed. If you do not wish to continue at this time press the soft key next to NO or press CANCEL.

The deferral is provided in order to allow you to ﬁnd a convenient time to complete the download, however you should allow the download to be completed as soon as possible. Continual deferral will lead to the download being forced to occur.

If the download is interrupted for any reason e.g. loss of power, communication loss, you may see this screen:

TERMINAL DISPLAY PROCEDURE

No Apps Available

Call Maintenance

Ensure communication is restored.

Press the CANCEL key.

Restart Terminal

Do you want to restart?



Yes  No

Press the soft key next to YES and press ENTER. The terminal will reboot and start download again.

7EFTPOS PROFESSIONAL M OBILE GPRS USE R GUIDE G ETTING STARTED

2.8 Passwords

Your terminal is programmed with a password which is required for both refund and void transactions. This password is a security measure to ensure only those personnel who are authorised by you (as the authorised signatory) can process refunds through your terminal. You are responsible for protecting this password against unauthorised use.

If you do not know this password you will need to contact the Merchant Business Solutions Help Desk.

If you know your password you can change it via your terminal at any time.

TERMINAL DISPLAY PROCEDURE

DATE TIME

ENTER AMOUNT

MERCHANT FUNCTION

ENTER FUNCTION

CLEAR

ENTER REFUND/VOID PSWD

MERCHANT NAME

CLEAR

NEW REFUND PSWD

MERCHANT NAME

CLEAR

RE-ENTER REFUND PSWD

MERCHANT NAME

Press FUNCTION.

Press 90 and then ENTER for password change.

Key in your current password and press ENTER.

Key in a new four digit password and press ENTER.

Re-enter the new four digit password and press ENTER. You will be returned to the idle screen.

CLEAR

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE GET TING STARTED8

3.0 Terminal Users

Your terminal is capable of being enabled for up to 50 user IDs. This allows you to keep a record of users who have operated the terminal. You will have a choice as to the ‘title’ you would like to assign to the users. This ‘title’ will apply to all users. You can customise the ‘title’ by contacting the Merchant Helpdesk. The user ID will print on the receipts and some reports will give you a break down of transactions done by each user. These reports include Transaction Listing, Shift Total and Tip Report.

To set up Users:

TERMINAL DISPLAY PROCEDURE

DATE TIME

ENTER AMOUNT

MERCHANT FUNCTION

ENTER FUNCTION

CLEAR

User IDs

Enable User Prompts?

NO YES

Select DISPLAY ID

1. WAITER

2. USER

3. DRIVER

4. OPERATOR

Select USER ID

Press FUNCTION.

Key in 44 and then press ENTER.

If this screen appears, select YES to SET UP USERS.

Press the number which corresponds to the title you wish to use for the terminal’s users. You can also scroll through the options by pressing the soft key next to the arrows.

Press the number which corresponds to the USER ID you wish to edit and press ENTER.

You can scroll through the screens by pressing the soft key next to the arrows.

9EFTPO S PROFESSIONAL MOBILE GPRS USER GUIDE TERMINAL USERS

TERMINAL DISPLAY PROCEDURE

USER ID

Enter USER ID

1 2 3

SEL

4 5 6

7 8 9

Key in the name which you wish to assign to the user, up to 10 characters (incl. spaces).

Pressing the soft key next to ‘SEL’, or the Alpha (#) key, will change the number keys to alpha keys. Keep pressing for more character options.

0 CLEAR

Your terminal will now prompt you to select a user ID after the amount for a transaction has been entered:

TERMINAL DISPLAY PROCEDURE

Select USER ID

1. User One

2. User Two

3. User Three

4. User Four

5. User Five

Press the number which corresponds to the USER ID you wish to process the transaction under and press ENTER.

You can scroll through the screens by pressing the soft key next to the arrows.

6. User Six

10 EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE TERMINAL USERS

In order to ensure the latest information about the terminal’s conﬁguration is stored at Westpac, you should complete the following upload when you add any Users to the terminal. This will allow the terminal users to carry over into any swap over of your terminal without the need for you to re-enter the details into the terminal.

TERMINAL DISPLAY PROCEDURE

DATE TIME

ENTER AMOUNT

MERCHANT FUNCTION

ENTER FUNCTION

CLEAR

TMS Upload

TMS Upload?

NO YES

COMMS

Connecting

RESPONSE

APPROVED

Press the FUNCTION button.

Key in 24 and press ENTER.

Press the soft key next to YES, or press ENTER to continue with the upload.

The terminal is connecting to Westpac’s system to upload your terminal’s information.

The terminal will print a receipt and then return to the idle screen.

11EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE TERMINAL USERS

4.0 Procedures

4.1 Inserting a Chip Card

When your terminal is enabled for chip card acceptance, chip cards are inserted into the terminal and left there for the duration of the transaction.

The chip card reader is located at the bottom of the terminal below the keypad.

Chip Card

Reader

XXXX XXXXX XXXX XXXX

XX/XX XXXX XXXX XX

Chip Card

1. Check the terminal is displaying the message INSERT/SWIPE CARD.

2. Hold the card face-up with the chip towards the terminal.

3. Insert the card as far as it will go into the reader and continue processing the transaction.

4. Leave the card in the terminal until prompted to remove.

5. If there is an error with reading the chip on the card the terminal may prompt you to swipe the card.

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE PROCED URES12

4.2 Swiping a Magnetic Stripe Card

The magnetic stripe reader is located on the right hand side of the terminal.

Magnetic Stripe Card

Bi-directional Card Reader

1. Check the terminal is displaying the message INSERT/SWIPE CARD.

2. Hold the card upside- down with the magnetic stripe facing inwards.

3. Swipe the card smoothly through the card reader, in either direction. Ensure the whole magnetic stripe is swiped through the reader.

4. If there is no response from the terminal, or CARD ERROR message is displayed, swipe the card again. You might need to swipe faster or slower.

5. If you swipe a chip card the terminal will beep and prompt you to insert the card.

4.3 Operating Training Mode

Training mode helps you train new staﬀ members in the operation of the terminal. Training Mode can be initiated at any time during the day without aﬀecting live value totals. During Training Mode the terminal will not connect to the Host but will perform all transactions oﬄine. Transactions performed in Training Mode will not aﬀect your settlement total.

Note:

●

Training Mode cannot be used for chip cards. If attempted you will receive the error message ‘CHIP CARDS NOT SUPPORTED IN TRAINING MODE’.

●

If Training Mode has been inactive for 3 minutes, it will revert back to live mode.

●

In Training Mode, whole dollar amounts will generate an approved transaction. Other amounts will result in a ‘response code’ corresponding to the number of cents. For example, an amount of $2.01 or $0.01 will result in a response code of 01 Declined, Contact Bank.

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE PROCED URES 13

To start Training Mode:

TERMINAL DISPLAY PROCEDURE

Press MENU.

DATE TIME

ENTER AMOUNT

MAIN MENU

1. LOGON

2. BATCH

3. TERMINAL

4. REPRINT

TERMINAL

1. VIEW

2. TRAINING

3. PASSWORDS

4. COMMS

5. LOCK

Or:

Press FUNCTION.

The next step depends on whether you pressed MENU or FUNCTION key.

1. If you pressed MENU, press 3 and then ENTER to select TERMINAL.

1a. Press 2 and ENTER to select TRAINING.

MERCHANT FUNCTION

ENTER FUNCTION

CLEAR

***TRAINING MODE***

ENTER TRAINING MODE

NO YES

DATE TIME

*TRAINING MODE*

ENTER AMOUNT

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE PROCED URES14

2. If you pressed the FUNCTION key, press 33 and then ENTER for TRAINING.

Press the soft key next to YES or press ENTER to start TRAINING MODE.

When the terminal runs in training mode the idle screen will display TRAINING MODE.

Process transactions as per procedures in Section 5.0. Receipts will display TRAINING/VOID on them. After three minutes of inactivity the terminal will exit training mode and return to the idle prompt.

To exit Training Mode:

TERMINAL DISPLAY PROCEDURE

Press MENU.

DATE TIME

*TRAINING MODE*

ENTER AMOUNT

MAIN MENU

1. LOGON

2. BATCH

3. TERMINAL

4. REPRINT

TERMINAL

1. VIEW

2. TRAINING

3. PASSWORDS

4. COMMS

5. LOCK

Or:

Press FUNCTION.

The next step depends on whether you pressed MENU or FUNCTION key.

1. If you pressed MENU, press 3 and then ENTER to select TERMINAL.

1a. Press 2 and ENTER to select TRAINING.

MERCHANT FUNCTION

ENTER FUNCTION

2. If you pressed the FUNCTION key, press 33 and then ENTER for TRAINING.

CLEAR

***TRAINING MODE***

LEAVE TRAINING MODE

Press the soft key next to YES or press ENTER to end TRAINING MODE.

NO YES

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE PROCED URES 15

TERMINAL DISPLAY PROCEDURE

DATE TIME

ENTER AMOUNT

The idle screen will no longer display TRAINING MODE.

At the end of Training Mode all transactions are reset and previous values are restored to batch and ROC (Record of Charge) number.

Receipt in Training Mode

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE PROCED URES16

4.4 Locking/Unlocking Terminal Keyboard

This function locks the terminal keyboard and prevents any unauthorised transactions taking place. The terminal remains locked even if powered oﬀ and on. You can use any four digit password to lock the terminal. This same password will then be used to unlock the terminal. Alternatively, your merchant password can be used to unlock the terminal also.

TERMINAL DISPLAY PROCEDURE

DATE TIME

ENTER AMOUNT

MERCHANT FUNCTION

ENTER FUNCTION

CLEAR

Terminal Lock?

Enter Password

CLEAR

Terminal Locked

TID: xxxxxxxx

Enter Password

CLEAR

Press the FUNCTION button.

Key in 22 and press ENTER.

Key in a FOUR DIGIT PASSWORD and press ENTER.

The terminal is now LOCKED. To UNLOCK, key in the password used to lock the terminal and press ENTER.

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE PROCED URES 17

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE TRAN SACTION P ROCEDUR ES

5.0 Transaction Procedures

5.1 How to Process a Sale

TERMINAL DISPLAY PROCEDURE

DATE TIME

ENTER AMOUNT

SALE

ENTER SALE AMOUNT

$0.00

CLEAR

SALE

ENTER CASH AMOUNT

$0.00

CLEAR

CARD SALE

INSERT/SWIPE CARD

Key in the PURCHASE AMOUNT.

This screen will appear as a value is keyed in.

Press ENTER to continue.

If ‘Purchase with Cash’ transactions are enabled on the terminal, you will see this screen. Key in a cashout amount and press ENTER. The cash-out amount may be left at $0.00, by just pressing ENTER.

Note: Cash-out is only available on cheque and savings accounts.

If presented with a chip card, insert the customer’s card into the chip card reader. Refer to Inserting a Chip Card in Section 4.1.

OR:

If presented with a magnetic stripe card, swipe the customer’s card through the card reader. Refer to Swiping a Magnetic Stripe Card in Section 4.2.

SELECT ACCOUNT

CHEQUE

SAVINGS

CREDIT

Press the soft key beside the account type needed.

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE TRAN SACTION P ROCEDUR ES

TERMINAL DISPLAY PROCEDURE

CONFIRM AMOUNT

SALE $25.00

Cash $5.00

-------TOTAL AUD $30.00

If prompted, conﬁrm the amount by pressing the soft key next to YES or pressing ENTER, otherwise select NO or press CANCEL.

NO YES

CARD

TOTAL $30.00

Where prompted, have the cardholder key in their PIN and press ENTER, or just press ENTER.

KEY PIN &/OR ENTER

COMMS

Sending Req

SIGNATURE

PLEASE REMOVE CARD

SIGNATURE CORRECT?

NO YES

The terminal is connecting to the bank and processing the sale.

If signature is required, remove the card from the terminal: Have the customer sign the receipt. If the signature matches the signature on the card, press the soft key next to YES, or ENTER. Otherwise press the soft key next to NO or CANCEL. (NO or CANCEL will cancel the transaction).

RECEIPT

DO YOU REQUIRE A

CUSTOMER COPY?

Press the soft key next to YES or ENTER to print a customer copy. If not required press the soft key next to NO or press CANCEL.

NO YES

If a chip card was inserted, and is yet to be removed,

CHIP CARD

PLEASE REMOVE CARD

this prompt will appear. Remove the card at this prompt. The terminal will beep as a reminder if the card is not removed.

Note:

●

The entering of PIN on credit is optional. Allow the cardholder to enter their PIN at the terminal prompt. If the cardholder bypasses PIN entry a signature will need to be obtained to authorise the transaction. A PIN on Debit is mandatory.

●

If the terminal reads ‘OVER EFB LIMIT’, please refer to Section 8.1.

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE TRAN SACTION P ROCEDUR ES

Before completing the sale, check that the transaction was approved. If the transaction is declined, the terminal will beep for two seconds and display an error message giving the reason. An explanation of the error code is available in Section 10.2, Response Codes.

Approved Receipt

(approved with PIN,

no signature required)

Approved Credit Card Receipt

(signature required)

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE TRAN SACTION P ROCEDUR ES

5.2 How to Process a Cash Only Transaction

If ‘Cash’ is enabled on the terminal, customers can be given cash out. Cash is available from cheque and savings accounts only.

TERMINAL DISPLAY PROCEDURE

DATE TIME

ENTER AMOUNT

TRANSACTIONS

1. TIP ADDITION

2. CASH

3. REFUND

4. VOID

5. PRE-AUTH

6. COMPLETION

CASH

ENTER CASH AMOUNT

$0.00

CLEAR

CASH

INSERT/SWIPE CARD

SELECT ACCOUNT

CHEQUE

SAVINGS

Press ENTER.

Press 2 and then ENTER to select CASH.

Key in the CASH AMOUNT and press ENTER.

Insert the customer’s chip card into the chip card reader.

Or:

Swipe the customer’s card through the card reader.

Press the soft key beside the account type needed.

Note: CREDIT is not an option.

CARD CASH

TOTAL $20.00

When prompted, have the cardholder key in their PIN and press ENTER.

KEY PIN & ENTER

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE TRAN SACTION P ROCEDUR ES

TERMINAL DISPLAY PROCEDURE

COMMS

Sending Req

The terminal is connecting to the bank and processing the transaction.

RECEIPT

DO YOU REQUIRE A

CUSTOMER COPY?

Print a customer copy by pressing the soft key next to YES or pressing ENTER, otherwise select NO or press CANCEL.

NO YES

CHIP CARD

PLEASE REMOVE CARD

If a chip card was inserted, please remove the card from the terminal at this prompt. The terminal will beep as a reminder if the card is not removed.

Cash Only Receipt

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE TRAN SACTION P ROCEDUR ES

5.3 How to Process a Refund

Refunds may only be processed where there was an initial valid transaction on the same card.

If a customer returns a purchase, or if an incorrect amount was charged, process a refund asfollows:

TERMINAL DISPLAY PROCEDURE

DATE TIME

ENTER AMOUNT

MERCHANT FUNCTION

ENTER FUNCTION

CLEAR

Enter Refund/Void Pswd

MERCHANT NAME

CLEAR

REFUND

ENTER REFUND AMOUNT

$0.00

CLEAR

REFUND

INSERT/SWIPE CARD

Press FUNCTION.

Press 4 and then ENTER for REFUNDS.

Key in the REFUND PASSWORD and press ENTER.

Key in the REFUND AMOUNT and press ENTER.

Insert the customer’s chip card into the chip card reader.

Or:

Swipe the customer’s card through the card reader.

Or:

Key in the card number, expiry date and CCV# (if available) for Mail Order/Telephone Order.

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE TRAN SACTION P ROCEDUR ES

TERMINAL DISPLAY PROCEDURE

SELECT ACCOUNT

CHEQUE

SAVINGS

Press the soft key beside the account type needed.

CREDIT

CARD REFUND

TOTAL $50.00

Where prompted, have the cardholder key in their PIN and press ENTER, or just press ENTER.

KEY PIN &/OR ENTER

COMMS

Sending Req

SIGNATURE

PLEASE REMOVE CARD

SIGNATURE CORRECT?

NO YES

The terminal is connecting to the bank and processing the refund.

If signature is required, remove the card from the terminal: Have the customer sign the receipt. If the signature matches the signature on the card, press the soft key next to YES, or ENTER. Otherwise press the soft key next to NO, or CANCEL. (NO or CANCEL will cancel the transaction).

RECEIPT

DO YOU REQUIRE A

CUSTOMER COPY?

Print a customer copy by pressing the soft key next to YES or pressing ENTER, otherwise select NO or press CANCEL.

NO YES

If a chip card was inserted, and is yet to be removed,

CHIP CARD

PLEASE REMOVE CARD

this prompt will appear. Remove the card at this prompt. The terminal will beep as a reminder if the card is not removed.

Note:

●

For a credit account, a signature may be required for a refund even when a PIN has been entered.

●

If the terminal reads ‘OVER EFB LIMIT’, please refer to Section 8.1.

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE TRAN SACTION P ROCEDUR ES

Before completing the refund, check that the initial transaction was approved. If the transaction is declined, the terminal will beep for two seconds and display an error message giving the reason. An explanation of the error code is available in Section 10.2, Response Codes.

Approved Refund Receipt

(approved with PIN,

no signature required)

Approved Refund Receipt

(signature required)

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE TRAN SACTION P ROCEDUR ES

5.4 How to Void a Transaction

The Void function can be carried out on credit or charge cards to reverse a transaction that has not yet settled.

Note:

●

Debit cards and pre-authorisation transactions cannot be voided.

TERMINAL DISPLAY PROCEDURE

DATE TIME

ENTER AMOUNT

MERCHANT FUNCTION

ENTER FUNCTION

CLEAR

VOID

ENTER INV/ROC NO.

AND PRESS ENTER

CLEAR

Enter Refund/Void Pswd

MERCHANT NAME

CLEAR

VOID INV: xxxxxx

Press FUNCTION.

Press 5 and then ENTER for VOID.

Key in the INVOICE/ROC (Record of Charge) number printed on the receipt of the original transaction and press ENTER.

Key in the VOID PASSWORD and press ENTER.

MERCHANT NAME DATE TIME CARD ACCOUNT

SEL

CARD NO. SALE AMOUNT APPROVAL

The chosen transaction details will be displayed

Press the soft key next to ‘ S E L’, or press ENTER, to conﬁrm transaction to void.

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE TRAN SACTION P ROCEDUR ES

TERMINAL DISPLAY PROCEDURE

CARD VOID

CONFIRM

VOID TXN INV: 123456

Conﬁrm the VOID by pressing the soft key next to YES or pressing ENTER. Otherwise select NO or press CANCEL.

NO YES

If cardholder is present: Have the customer sign the

SIGNATURE

SIGNATURE CORRECT?

NO YES

receipt. If the signature matches the signature on the card, press ENTER, other wise press CANCEL.

If this screen appears and the cardholder is not present, press ENTER to conﬁrm the Void. (NO or CANCEL will cancel the transaction).

RECEIPT

DO YOU REQUIRE A

CUSTOMER COPY?

Print a customer copy by pressing the soft key next to YES or pressing ENTER, otherwise select NO or press CANCEL.

NO YES

Before completing the void, check that the transaction was approved. If the transaction is declined, the terminal will beep for two seconds and display an error message giving the reason. An explanation of the error code is available in Section 10.2, Response Codes.

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE TRAN SACTION P ROCEDUR ES

Void Receipt

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE TRAN SACTION P ROCEDUR ES

5.5 How to Process a Sale with Tip

This process is a sale with tip enabled. It is most commonly used by restaurants.

Note:

●

The Tip feature needs to be enabled for your terminal. Contact Merchant Business Solutions to enable this feature on your terminal.

TERMINAL DISPLAY PROCEDURE

DATE TIME

ENTER AMOUNT

SALE

ENTER SALE AMOUNT

$0.00

CLEAR

SALE

ENTER CASH AMOUNT

$0.00

CLEAR

SALE

INSERT/SWIPE CARD

SELECT ACCOUNT

CHEQUE

SAVINGS

CREDIT

Key in the PURCHASE AMOUNT and press ENTER.

This screen will appear once a value is keyed in.

Press ENTER to continue.

Insert the customer’s chip card into the chip card reader.

Or:

Swipe the customer’s card through the card reader.

Press the soft key beside the account type needed.

Note: For debit cards (cheque and savings) tips need to be entered at the time of sale. An adjustment cannot be processed on a debit card.

CARD SALE

ENTER TIP AMOUNT

$0.00

Key in the amount of the tip to be added to the sale.

CLEAR

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE TRAN SACTION P ROCEDUR ES

TERMINAL DISPLAY PROCEDURE

CONFIRM AMOUNT

SALE $25.00

Tip $5.00

-------TOTAL AUD $30.00

Conﬁrm the total amount by pressing the soft key next to YES or ENTER, otherwise select NO or press CANCEL.

NO YES

Tip $5.00

TOTAL $30.00

Where prompted, have the cardholder key in their PIN and press ENTER, or just press ENTER.

KEY PIN &/OR ENTER

COMMS

Sending Req

SIGNATURE

PLEASE REMOVE CARD

SIGNATURE CORRECT?

NO YES

The terminal is connecting to the bank and processing the transaction.

If signature is required, remove the card from the terminal: Have the customer sign the receipt. If the signature matches the signature on the card, press ENTER. Otherwise press CANCEL. (NO or CANCEL will cancel the transaction).

RECEIPT

DO YOU REQUIRE A

CUSTOMER COPY?

Print a customer copy by pressing the soft key next to YES or pressing ENTER, otherwise select NO or press CANCEL.

NO YES

If a chip card was inserted, and is yet to be removed,

CHIP CARD

PLEASE REMOVE CARD

this prompt will appear. Remove the card at this prompt. The terminal will beep as a reminder if the card is not removed.

Note:

●

If the terminal reads ‘OVER EFB LIMIT’, please refer to Section 8.1.

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE TRAN SACTION P ROCEDUR ES

Approved Sale with Tip Receipt

(approved with PIN,

no signature required)

Approved Sale with Tip Receipt

(signature required)

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE TRAN SACTION P ROCEDUR ES

5.6 How to Process a Tip Addition

A tip addition is performed after the original transaction has been processed. The customer veriﬁes the base amount of the sale, oﬀers a tip and signs the receipt. The adjustment transaction is then processed.

Note:

●

Tip Addition applies to credit and charge cards only.

●

The original purchase must have been without a tip.

●

The original purchase must not yet have been settled.

●

When tip addition is enabled, a signature must be obtained if the receipt reads ‘Approved with Signature’ or if the cardholder writes a tip addition on the receipt. This applies even if the original purchase is approved with PIN. A signature does not need to be obtained if the receipt shows the original purchase as ‘Approved’, and no Tip is added.

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE TRAN SACTION P ROCEDUR ES

Receipt for tip addition Receipt for tip addition to be performed – 1 to be performed – 2

If tip is added, a signature is required.

Base amount

is approved

without a

signature being

required.

A signature is required regardless of whether a tip is added or not.

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE TRAN SACTION P ROCEDUR ES

TERMINAL DISPLAY PROCEDURE

DATE TIME

ENTER AMOUNT

MERCHANT FUNCTION

ENTER FUNCTION

CLEAR

TIP ADDITION

ENTER INV/ROC NO.

AND PRESS ENTER

CLEAR

SALE INV: xxxxxx

MERCHANT NAME DATE TIME CARD ACCOUNT

SEL

CARD NO. SALE AMOUNT APPROVAL

Press FUNCTION.

Press 9 and then ENTER for TIP ADDITION.

Key in the I N V/ R O C number printed on the receipt of the original transaction and press ENTER.

The chosen transaction details will be displayed

Press the soft key next to ‘ S E L’ to conﬁrm transaction to have tip added.

CARD SALE

SALE AMOUNT $25.00

ENTER TOTAL AMOUNT

$0.00

Key in the total amount of the transaction, i.e. Sale plus Tip, and press ENTER.

CLEAR

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE TRAN SACTION P ROCEDUR ES

TERMINAL DISPLAY PROCEDURE

CONFIRM AMOUNT

SALE $25.00

Tip $5.00

-------TOTAL AUD $30.00

Conﬁrm the total amount by pressing the soft key next to YES or ENTER, otherwise select NO or press CANCEL.

NO YES

RECEIPT

PRINT RECEIPT?

NO YES

TIP ADDITION

ENTER INV/ROC NO.

AND PRESS ENTER

CLEAR

Print a receipt by pressing the soft key next to YES or pressing ENTER, otherwise select NO or press CANCEL.

The terminal will return to this screen. To continue entering Tips, key in the next I N V/R O C number. Otherwise press CANCEL to return to the idle screen.

Note:

●

At this step, if you enter an amount other than the sale amount plus tip, and that amount is less than the original sale amount, the terminal will read that entry as being the tip amount.

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE TRAN SACTION P ROCEDUR ES

Tip Addition Receipt

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE TRAN SACTION P ROCEDUR ES

5.7 How to Process a Mail/Telephone Order/e-Commerce Transaction

Transactions initiated by mail or telephone are known as MOTO (Mail Order or Telephone Order) transactions. ECOM (Electronic Commerce) transactions are those initiated over the Internet.

MOTO and ECOM transactions can be processed on credit and charge cards only, as the cardholder is not present.

For information on how to register as a MOTO or ECOM merchant, contact Westpac’s Merchant Business Solutions.

Note:

●

Until registered as a MOTO/ECOM merchant you must not process MOTO or ECOM transactions.

●

An authorisation of a MOTO or ECOM transaction only establishes that the funds are available in the cardholder’s account and that the card has not been reported lost or stolen. It does not guarantee that the person whose name appears on the card is making the purchase or that the purchase will not be subject to a chargeback.

●

You will be liable for all chargebacks on MOTO/ECOM transactions.

●

You must retain all merchant receipts for at least twelve months from the transaction date.

TERMINAL DISPLAY PROCEDURE

DATE TIME

ENTER AMOUNT

Press FUNCTION.

MERCHANT FUNCTION

ENTER FUNCTION

Press 1 and then ENTER for MOTO.

CLEAR

MOTO

ENTER MOTO AMT

$0.00

Key in the PURCHASE AMOUNT and press ENTER.

CLEAR

MOTO

ENTER CARD NUMBER

Key in the CARD NUMBER and press ENTER.

CLEAR

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE TRAN SACTION P ROCEDUR ES

TERMINAL DISPLAY PROCEDURE

MOTO

EXPIRY DATE

MM/YY

Key in the CARD EXPIRY DATE (MMYY) and press ENTER.

CLEAR

MOTO

ENTER CCV

Key in the CCV and press ENTER. Or, if CCV is not available, just press ENTER.

Note: CCV is described in the Minimising Fraud

CLEAR

Section.

CONFIRM AMOUNT

MOTO $25.00

-------------TOTAL AUD $25.00

If prompted, conﬁrm the amount by pressing the soft key next to YES or pressing ENTER, otherwise select NO or press CANCEL.

NO YES

COMMS

Sending req

The terminal is connecting to the bank and processing the sale.

RECEIPT

DO YOU REQUIRE A

MERCHANT COPY?

Print a merchant receipt by pressing the soft key next to YES or pressing ENTER, otherwise select NO or press CANCEL.

NO YES

RECEIPT

DO YOU REQUIRE A

CUSTOMER COPY?

Print a customer receipt by pressing the soft key next to YES or pressing ENTER, otherwise select NO or press CANCEL.

NO YES

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE TRAN SACTION P ROCEDUR ES

Approved MOTO Receipt

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE TRAN SACTION P ROCEDUR ES

5.8 How to Process a Pre-Authorisation

This function is used to reser ve funds on a card for a sale to be processed at a later time. Car rentals and hotels/motels most commonly use this function.

Note:

●

Pre-Authorisation transactions can only be performed on credit cards and charge cards and only where you have been authorised to do so. Be sure to retain the receipt as it might be required to process the completion transaction.

●

The terminal retains pre-authorisations for seven calendar days only.

●

The length of time funds are held on a customer’s card varies depending on the rules set by the cardholder’s card issuer.

●

Once obtained, a pre-authorisation cannot be cancelled except by the card issuer, or until the authorisation expires.

TERMINAL DISPLAY PROCEDURE

DATE TIME

ENTER AMOUNT

MERCHANT FUNCTION

ENTER FUNCTION

CLEAR

PRE-AUTH

ENTER PRE-AUTH AMOUNT

$0.00

CLEAR

PRE-AUTH

INSERT/SWIPE CARD

Press FUNCTION.

Press 2 and then ENTER for PRE-AUTH.

Key in the PRE-AUTH AMOUNT and press ENTER.

Insert the customer’s chip card into the chip card reader.

Or:

Swipe the customer’s card through the card reader.

Or:

Key in the card number, expiry date and CCV# (if available) for manual entry.

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE TRAN SACTION P ROCEDUR ES

TERMINAL DISPLAY PROCEDURE

CARD

TOTAL $56.00

Where prompted, have the cardholder key in their PIN and press ENTER, or just press ENTER.

KEY PIN OR ENTER

COMMS

Sending Req

SIGNATURE

PLEASE REMOVE CARD

SIGNATURE CORRECT?

NO YES

The terminal is connecting to the bank and processing the pre-authorisation.

RECEIPT

DO YOU REQUIRE A

CUSTOMER COPY?

Print a customer copy by pressing the soft key next to YES or pressing ENTER, otherwise select NO or press CANCEL.

NO YES

If a chip card was inserted, and is yet to be removed,

CHIP CARD

PLEASE REMOVE CARD

this prompt will appear. Remove the card at this prompt. The terminal will beep as a reminder if the card is not removed.

Note:

●

Before completing the authorisation, check that the transaction was approved. If the transaction is declined, the terminal will beep for two seconds and display an error message giving the reason. An explanation of the error code is available in Section 10.2, Response Codes.

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE TRAN SACTION P ROCEDUR ES

Approved PreAuth Receipt

(approved with PIN,

no signature required)

Approved PreAuth Receipt

(signature required)

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE TRAN SACTION P ROCEDUR ES

5.9 How to Process a Completion

A completion is used to complete an earlier pre-authorisation and charge the cardholder. You can process a completion in one of two ways:

1. Using the Invoice/ROC number from the Pre-Authorisation transaction.

2. Using the Authorisation ID of the Pre-Authorisation transaction.

Note:

●

The terminal retains pre-authorisations for seven calendar days only.

5.9.1 Using the Invoice/ROC Number

TERMINAL DISPLAY PROCEDURE

DATE TIME

ENTER AMOUNT

MERCHANT FUNCTION

ENTER FUNCTION

CLEAR

COMPLETION

ENTER INV/ROC NO.

AND PRESS ENTER

CLEAR

COMPLETION INV: xxxxxx

MERCHANT NAME DATE TIME EXP CARD ACCOUNT

SEL

CARD NO. PRE-AUTH AMOUNT APPROVAL

Press FUNCTION.

Press 3 and then ENTER for COMPLETION.

Key in the I N V/ R O C number of the Pre-Auth receipt and press ENTER.

The pre-authorisation details will display. Press ENTER to conﬁrm details.

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE TRAN SACTION P ROCEDUR ES

TERMINAL DISPLAY PROCEDURE

CARD COMPLETION

PRE-AUTH AMT $56.00

ENTER COMPLETION AMT

Key in the completion amount and press ENTER.

$0.00

CLEAR

CARD COMPLETION

ENTER TIP AMOUNT

$0.00

If your terminal is enabled for tips, this screen may appear. Key in the tip amount and press ENTER or, just press ENTER.

CLEAR

CONFIRM AMOUNT

COMPLETION $56.00

Tip $4.00

---------

If prompted, press the soft key next to YES, or ENTER, to conﬁrm COMPLETION amount.

TOTAL AUD $60.00

NO YES

SIGNATURE

SIGNATURE CORRECT?

NO YES

Have the customer sign the receipt. If the signature matches the signature on the card, press ENTER. Otherwise press CANCEL. (NO or CANCEL will cancel the transaction).

RECEIPT

DO YOU REQUIRE A

CUSTOMER COPY?

Print a customer copy by pressing the soft key next to YES or pressing ENTER, otherwise select NO or press CANCEL.

NO YES

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE TRAN SACTION P ROCEDUR ES

5.9.2 Using the Authorisation ID

TERMINAL DISPLAY PROCEDURE

DATE TIME

ENTER AMOUNT

MERCHANT FUNCTION

ENTER FUNCTION

CLEAR

COMPLETION

ENTER INV/ROC NO.

AND PRESS ENTER

CLEAR

COMPLETION

ENTER COMPLETION AMT

$0.00

CLEAR

COMPLETION

ENTER AUTH ID

Press FUNCTION.

Press 3 and then ENTER for COMPLETION.

Press ENTER.

Key in the COMPLETION AMOUNT and press ENTER.

Key in the 6- digit Auth ID from the Pre-Auth transaction receipt.

CLEAR

Insert the customer’s chip card into the chip card reader.

COMPLETION

Or: Swipe the customer’s card through the card reader.

INSERT/SWIPE CARD

Or: Key in the card number, expiry date and CCV# (if available) for manual entry.

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE TRAN SACTION P ROCEDUR ES

TERMINAL DISPLAY PROCEDURE

CARD COMPLETION

ENTER TIP AMOUNT

$0.00

If enabled, enter a tip at this prompt or just press ENTER.

CLEAR

CONFIRM AMOUNT

COMPLETION $56.00

Tip $4.00

---------

If prompted, press the soft key next to YES, or press ENTER, to conﬁrm COMPLETION amount.

TOTAL AUD $60.00

NO YES

SIGNATURE

PLEASE REMOVE CARD

SIGNATURE CORRECT?

NO YES

If a chip card was inserted, remove the card at this prompt. Have the customer sign the receipt. If the signature matches the signature on the card, press ENTER. Otherwise press Cancel. (NO or CANCEL will cancel the transaction).

RECEIPT

DO YOU REQUIRE A

CUSTOMER COPY?

Print a customer copy by pressing the soft key next to YES or pressing ENTER, otherwise select NO or press CANCEL.

NO YES

If a chip card was inserted, and is yet to be removed,

CHIP CARD

PLEASE REMOVE CARD

this prompt will appear. Remove the card at this prompt. The terminal will beep as a reminder if the card is not removed.

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE TRAN SACTION P ROCEDUR ES

Completion Receipt

6.0 Reporting Functions

6.1 How to Print a Subtotal Report

This function will print a report of all transactions performed since the last settlement, without resetting the totals in the terminal.

TERMINAL DISPLAY PROCEDURE

DATE TIME

ENTER AMOUNT

REPORTS

1. TXN LISTING

2. SUBTOTAL REPORT

3. SHIFT TOTALS

Press REPORTS.

Press 2 for SUBTOTAL and press ENTER.

The Subtotal report will print.

48 E FTPOS P ROFESSI ONAL MOB ILE GPRS US ER GUIDE REPOR TING FUN CTIONS

Subtota ls Report

6.2 Terminal Settlement

Settlement for the EFTPOS Professional Mobile device can occur via a programmed terminal settlement (automatic settlement) or a manual settlement. Failure to perform a settlement may result in split deposits for settlements in your bank account.

The terminal must be powered on and be able to communicate for settlement to occur at the programmed time.

49EFTPOS PRO FESSIONAL MO BILE GPRS USER G UIDE REPORTI NG FUNCT IONS

Note:

●

A settlement can only be performed once in a 24-hour period.

●

You cannot settle between 21:30 and 23:00 (Sydney time).

●

A password is required for a manual settlement on a multi-merchant terminal.

To process a manual settlement:

TERMINAL DISPLAY PROCEDURE

DATE TIME

ENTER AMOUNT

MERCHANT FUNCTION

ENTER FUNCTION

CLEAR

SETTLEMENT

1. SETTLEMENT

2. LAST SETTLEMENT

3. NEXT SETTLE

4. LAST 7 SETTLEMENT

MERCHANT NAME

DO SETTLEMENT

WSB?

NO YES

COMMS

Sending Req

Press FUNCTION.

Press 8 and then ENTER for SETTLEMENT options.

Press 1 and ENTER to perform a SETTLEMENT.

Process the settlement by pressing the soft key next to YES or pressing ENTER, otherwise select NO or press CANCEL.

The terminal is connecting to the bank and processing the settlement.

RESPONSE

SETTLEMENT COMPLETE

This screen will display once settlement is completed successfully and the SETTLEMENT REPORT will print.

50 E FTPOS PROFESSIONAL MOBILE GPRS USER GUIDE REPORTING FUNCTIONS

Settlement Report

51EFT POS PROFESSI ONAL MOB ILE GPRS US ER GUIDE REPORTIN G FUNCTI ONS

6.3 How to Reprint Previous Settlements

This function will allow you to reprint the last seven days settlements which have occurred.

TERMINAL DISPLAY PROCEDURE

DATE TIME

ENTER AMOUNT

MERCHANT FUNCTION

ENTER FUNCTION

CLEAR

SETTLEMENT

1. SETTLEMENT

2. LAST SETTLEMENT

3. NEXT SETTLE

4. LAST 7 SETTLEMENT

SELECT SETTLE DATE

1. DD/MM/YYYY

2. DD/MM/YYYY

3. DD/MM/YYYY

4. DD/MM/YYYY

5. DD/MM/YYYY

6. DD/MM/YYYY

Press FUNCTION.

Press 8 and then ENTER for SETTLEMENT options.

Press 2 to print the last settlement.

For more available dates, press 4 for Last 7 Settlement.

The last seven settlement dates will be available. You can press the soft key next to the arrows to scroll through to more dates. Press the number next to the date required on the keypad and press ENTER to reprint.

52 EFTPOS PROF ESSIONA L MOBILE GPRS USER GUIDE REPORTING FUN CTIONS

6.4 How to Reprint Last Transaction

This function will reprint the receipt of the last transaction performed. The receipt will have ‘Duplicate’ printed on it.

Note:

●

This can only be done from the current settlement period.

TERMINAL DISPLAY PROCEDURE

DATE TIME

ENTER AMOUNT

MERCHANT FUNCTION

ENTER FUNCTION

CLEAR

REPRINT

1. LAST RECEIPT

2. INVOICE

Press FUNCTION.

Press 6 and then ENTER for REPRINT options.

Press 1 to reprint the last receipt.

53EFTPOS PROFESSIONAL MOBILE GPRS USER GUIDE REPORT ING FUNCTIONS

Receipt Reprint

54 E FTPOS P ROFESSIONAL MOBILE GPRS US ER GUIDE REPORTING FUNCTIONS

6.5 How to Reprint Speciﬁc Transaction

This function will allow the operator to reprint a speciﬁc transaction.

Note:

●

Reprint of a speciﬁc transaction can only be done from current settlement period.

TERMINAL DISPLAY PROCEDURE

DATE TIME

ENTER AMOUNT

MERCHANT FUNCTION

ENTER FUNCTION

CLEAR

REPRINT

1. LAST RECEIPT

2. INVOICE

REPRINT RECEIPT

ENTER INV/ROC NO.

AND/OR PRESS ENTER

CLEAR

Press FUNCTION.

Press 6 and then ENTER for REPRINT options.

Press 2 for INVOICE and then press ENTER.

Key in the I N V/ R O C number of the receipt you wish to print and then press ENTER.

The receipt will print.

55EFTPOS PROFESSIONAL MOBILE GPRS USER GUIDE REPORTING FUNCTIONS

6.6 How to View Transactions

This function allows the operator to view all the transactions that have not been settled.

TERMINAL DISPLAY PROCEDURE

DATE TIME

ENTER AMOUNT

MAIN MENU

1. LOGON

2. BATCH

3. TERMINAL

4. REPRINT

BATCH

1. SETTLEMENT

2. REPORTS

3. FIND TXN

4. UPLOAD ADVICES

REVIEW/REPRINT RECEIPT

ENTER INV/ROC NO.

AND/OR PRESS ENTER

CLEAR

Press MENU.

Press 2 to select BATCH and press ENTER.

Press 3 to select FIND TRANSACTION and press ENTER.

Enter the I N V/ R O C number of the transaction you wish to view or press ENTER to scroll through transactions.

REVIEW INV: xxxxxx

MERCHANT NAME DATE TIME EXP

SEL

CARD ACCOUNT CARD NO. SALE AMOUNT APPROVAL

REVIEW ACTIONS

1. REPRINT RECEIPT

The terminal will display the transaction requested or the ﬁrst transaction available. You can press the soft key next to the arrows to scroll through other transaction records.

Pressing the soft key next to ‘S E L’ will give the option to reprint the receipt of the transaction displayed.

Press ENTER to reprint the receipt of the selected transaction.

56 EFTPOS PROFESSIONAL M OBILE GPRS USE R GUIDE REPORT ING FUNCTIO NS

6.7 How to Print Transaction Log

This function will print out a summary of each transaction performed in the day’s batch period. It will print, in one list, transactions done on all card types (MasterCard, American Express etc).

Note:

●

The Transaction log will only show transactions done since the last settlement.

TERMINAL DISPLAY PROCEDURE

DATE TIME

ENTER AMOUNT

REPORTS

1. TXN LISTING

2. SUBTOTAL REPORT

3. SHIFT TOTALS

PRINT TXN LISTING

1. ALL TRANSACTIONS

2. SALE WITH TIP

3. SALE WITHOUT TIP

4. PRE-AUTH REPORT

5. STORED TXNS

PRINT TXN LISTING

WAS TXN PRINTED OK?

NO YES

Press REPORTS.

Press 1 for TRANSACTION LISTING and press ENTER.

Press 1 and ENTER to print all transactions. To print certain transaction types only, press the number corresponding to the transaction type and press ENTER.

Select YES, or press ENTER, to conﬁrm receipt was printed correctly. Selecting NO will prompt the terminal to print the receipt again.

57EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE REPORTING FUNCTION S

Tr a n s a c t i o n L o g

58 EFTPOS PROFESSIONAL MOBILE GPRS USER GUIDE REPORTING FUNCTIONS

6.8 How to Print Tip Report

This report can be printed many times during the settlement period. Once the terminal settles, the tip report will be reset. Printing a tip report does not cause a terminal settlement.

Note:

●

The tip report can only be printed from current settlement period.

TERMINAL DISPLAY PROCEDURE

DATE TIME

ENTER AMOUNT

REPORTS

1. TXN LISTING

2. SUBTOTAL REPORT

3. SHIFT TOTALS

PRINT TXN LISTING

1. ALL TRANSACTIONS

2. SALE WITH TIP

3. SALE WITHOUT TIP

4. PRE-AUTH REPORT

5. STORED TXNS

PRINT TXN LISTING

WAS TXN PRINTED OK?

NO YES

Press REPORTS.

Press 1 for TRANSACTION LISTING and press ENTER.

Press 2 and ENTER to print a list of transactions with TIPS.

Select YES, or press ENTER, to conﬁrm receipt was printed correctly. Selecting NO will prompt the terminal to print the receipt again.

59EFTPOS P ROFESSI ONAL MOB ILE GPRS US ER GUIDE REPOR TING FUN CTIONS

Tip Report

60 EF TPOS PROFESSIONAL MOBILE GPR S USER GUIDE REPORTING FUNCTION S

6.9 Shifts

The terminal’s shift facility is useful when you need separate reports for each work shift. It is independent of the settlement times. This function allows you to keep a record of users who have operated the terminal in a shift period.

Note:

●

Shift totals are independent from settlement times. The Shift totals are not reset when the settlement is performed.

To start using the shift functionality you will need to clear any totals from this function by ending the existing shift.

6.9.1 How to End a Shift

TERMINAL DISPLAY PROCEDURE

DATE TIME

ENTER AMOUNT

REPORTS

1. TXN LISTING

2. SUBTOTAL REPORT

3. SHIFT TOTALS

SHIFT TOTALS

1. SUB-TOTALS

2. PREVIOUS TOTALS

SELECT USER ID - -

1. ALL USERS

2. USER ONE

3. USER TWO

4. USER THREE

5. USER FOUR

6. USER FIVE

Press REPORTS.

Press 3 and ENTER for SHIFT TOTALS.

Press 1 and ENTER for SUB-TOTALS.

If no users are enabled, a report will print at this point.

If USERS are enabled on the terminal this screen will appear.

Press ENTER to select ALL USERS. This option should be highlighted to select.

A report will print.

SHIFT TOTALS

RESET SHIFT TOTALS?

NO YES

End the current and start a new shift by pressing the soft key next to YES or pressing ENTER. This will reset shift totals to zero and print a report (if available).

61EFT POS PROFESSI ONAL MOB ILE GPRS USER GU IDE REPORTIN G FUNCTI ONS

6.9.2 How to Print a Shift Report

This function will allow you to print the current shift totals. This can be done either by User (if enabled) or for all transactions.

TERMINAL DISPLAY PROCEDURE

DATE TIME

ENTER AMOUNT

REPORTS

1. TXN LISTING

2. SUBTOTAL REPORT

3. SHIFT TOTALS

SHIFT TOTALS

1. SUB-TOTALS

2. PREVIOUS TOTALS

SELECT USER ID - -

1. ALL USERS

2. USER ONE

3. USER TWO

4. USER THREE

5. USER FOUR

6. USER FIVE

Press REPORTS.

Press 3 and ENTER for SHIFT TOTALS.

Press 1 and ENTER for SUB-TOTALS.

If USERS are enabled on the terminal this screen will appear.

Press ENTER to select ALL USERS. This option should be highlighted to select. You can change the selection by using the soft keys to scroll through the menus. You can also key in the number that corresponds to the user for which you wish to print the report.

A report will print.

SHIFT TOTALS

RESET SHIFT TOTALS?

NO YES

62 EFT POS PROFESSI ONAL MOB ILE GPRS US ER GUIDE REPOR TING FUN CTIONS

To continue with the current shift, press the soft key next to NO or press CANCEL.

Shift Report

63EFTPOS PRO FESSION AL MOBIL E GPRS USER G UIDE REPORTI NG FUNCT IONS

7.0 Additional Terminal Features/Options

7.1 Multi Merchant Facilities

A multi merchant facility is one whereby a terminal is loaded with more than one merchant. This allows more than one business to transact via the one terminal. This is ideal for businesses who trade from the one location but require separate accounts, for example, doctors surgeries.

If your terminal is set up as a multi merchant facility the transaction ﬂow will vary slightly from the procedure outlined in the sections above. You will be asked to select the name of the merchant to which the transaction/report belongs. Once an amount is entered the following screen will display:

TERMINAL DISPLAY PROCEDURE

SELECT MERCHANT

1. MERCHANT ONE

2. MERCHANT TWO

3. MERCHANT THREE

4. MERCHANT FOUR

5. MERCHANT FIVE

6. MERCHANT SIX

You will also be prompted to enter a password when printing reports or performing any settlement queries via the terminal. This password can be diﬀerent for each merchant that is set up on the terminal, or you can choose to select one password which is common to all merchants.

Select the NAME OF THE MERCHANT to which the transaction belongs by pressing the number corresponding to that merchant. Or press the soft keys to scroll up and down through the available merchants. Once the correct merchant is highlighted press ENTER to continue.

7.2 Merchant Surcharge

You may want to add a surcharge depending on the type of card used in your establishment. These extra charges will be calculated as a percentage that can be of diﬀerent values per card type.

The terminal will automatically calculate the surcharge (chosen by you) to charge your customers. This will be added as a separate entry on the receipts and will read as ‘Merch Surcharge’. The merchant surcharge will apply to Purchases, MOTO, eCommerce and Completion transactions.

Merchant surcharge only applies to credit card transactions, it cannot be charged on debit card transactions. It will also not be charged on any tips (if enabled) which are added to a transaction. The merchant surcharge will display on the transaction conﬁrmation screen.

64 EFTPOS PROFESSIONAL MOBILE GPRS USER GUIDE ADDITIONAL TERMINAL FEATURES/OPTIONS

TERMINAL DISPLAY PROCEDURE

CONFIRM AMOUNT

SALE $25.00

Merch Surcharge $0.38

-------TOTAL AUD $25.38

Press the soft key next to YES, or ENTER to conﬁrm. If incorrect press the soft key next to NO, or press CANCEL.

NO YES

To enable this feature you will need to contact our Merchant Helpdesk.

Note:

You must make your customer aware at, or prior to, the time of purchase of the percentage surcharge which will apply to the transaction. You must display the merchant surcharge at your site.

65EFTPOS PROFESSIONAL MOBILE GPRS USER GUIDE ADDITIONAL TERMINAL FEATURES/OPTIONS

Receipt with Surcharging Enabled

66 EFTPOS PROFESSIONAL MOBILE GPRS USER GUIDE ADDITIONAL TERMINAL FEATURES/OPTIONS

7.3 Merchant Logo

You have an option to have your Business or Company Logo displayed on your terminal(s).

To display your logo on the terminal you will need to provide the Bank with a copy of the logo in the following format:

●

Bitmap ﬁle

●

Monochrome format

●

128 pixels wide x 60 pixels high

You will have the choice to:

●

Display the logo on the terminal and print on the Cardholder receipt

●

Display the logo on terminal screen but not print on the Cardholder receipt

●

Not display on the terminal but print the logo on the Cardholder receipt

To set up a logo you will need to contact the Westpac Merchant Helpdesk.

7.4 Pre-Set Amounts

You are able to programme the soft keys on the terminal with speciﬁc dollar values. This feature allows you to enter commonly used values at the touch of a button. The amounts will be displayed on the screen next to the soft keys. You can programme up to six diﬀerent amounts. Pressing the soft keys multiple times allows cumulative values to be added also.

To set up your soft keys:

TERMINAL DISPLAY PROCEDURE

DATE TIME

ENTER AMOUNT

Press Function.

MERCHANT FUNCTION

ENTER FUNCTION

Press 45 and then ENTER for pre-set inputfunction.

CLEAR

PRESET INPUT FUNCTION

ENABLE PRE-SET AMOUNTS

Select YES or press Enter to enable preset amounts.

NO YES

67EFTPOS PROFESSIONAL MOBILE GPRS USER GUIDE ADDITIONAL TERMINAL FEATURES/OPTIONS

TERMINAL DISPLAY PROCEDURE

EDIT PRESET AMOUNTS

1. $0.00

2. $0.00

3. $0.00

4. $0.00

Press the number of the soft key to which you wish to allocate the amount and press Enter.

5. $0.00

6. $0.00

PRESET AMOUNTS

ENTER PRESET AMOUNT

$0.00

Key in the amount for the soft key selected and press Enter.

CLEAR

EDIT PRESET AMOUNTS

1. $1.50

2. $0.00

3. $0.00

4. $0.00

You can continue until you have six amounts programmed. Press Cancel to return to the idlescreen.

5. $0.00

6. $0.00

DATE TIME

$1.50 $8.00

$3.20

The amounts will now appear next to the soft keys.

$5.00

SELECT/ENTER AMOUNT

68 EFTPOS PROFESSIONAL MOBILE GPRS USER GUIDE ADDITIONAL TERMINAL FEATURES/OPTIONS

To use the preset amounts:

TERMINAL DISPLAY PROCEDURE

DATE TIME

$1.50 $8.00

$3.20

$5.00

SELECT/ENTER AMOUNT

SALE

ENTER SALE AMOUNT

$0.00

CLEAR

SALE

$1.50 $8.00

$3.20

$5.00

$3.20

SALE

$1.50 $8.00

$3.20

$5.00

$6.40

Press the soft key next to the amount you wish tocharge.

(You can enter diﬀerent amounts using the normal procedure, refer to section 5.1).

You can also enter a base amount and then add pre-set values to this. From the idle screen enter the base amount. This will then appear at the bottom of the next screen.

The amount selected will appear at the bottom of the screen. You can continue adding preset amounts to the total on the screen by pressing the soft keys.

Once the amount is correct, press Enter. Continue sale as per section 5.1.

EFTPOS PROFESSIONAL MOBILE GPRS USER GUIDE ADDITIONAL TERMINAL FEATURES/OPTIONS 69

To cancel the preset amounts:

TERMINAL DISPLAY PROCEDURE

DATE TIME

$1.50 $8.00

$3.20

Press Function.

$5.00

SELECT/ENTER AMOUNT

MERCHANT FUNCTION

ENTER FUNCTION

Press 45 and then ENTER for pre-set inputfunction.

CLEAR

PRESET INPUT FUNCTION

DISABLE PRE-SET AMOUNTS

Select YES or press Enter to disable preset amounts.

NO YES

DATE TIME

ENTER AMOUNT

EFTPOS PROFESSIONAL MOBILE GPRS USER GUIDE ADDITIONAL TERMINAL FEATURES/OPTIONS70

The regular idle screen will display.

7.5 Dynamic Currency Conversion

7.5.1 Introduction

If your terminal is enabled for Dynamic Currency Conversion (DCC), you are able to process transactions in the cardholder’s home currency. This is only oﬀered on credit transactions on MasterCard and Visa for the following currencies:

United States Dollar (USD), Canadian Dollar (CAD), Euros (EUR), Pounds Sterling (GBP), Japanese Yen (JPY), Singapore Dollars (SGD), Hong Kong Dollars (HKD), and New Zealand Dollars (NZD).

Note: The cardholder must be given the choice to pay in Australian Dollars (AUD) or in their home currency. If the cardholder chooses to continue in their home currency, the following statement will appear on the receipt and the cardholder must acknowledge and sign:

“I have been oﬀered a choice of currencies and agree to pay in (home currency)”.

I agree to the above statement

DCC is available on the following transaction types:

●

Purchase

●

Purchase with Tip (Tip Addition is not available)

●

Void

●

Refund

●

Pre-Authorisation & Completion

●

Mail/Telephone Order

If DCC is selected the transaction receipt (merchant copy and customer copy) will display the $AUD amount, exchange rate and the foreign amount.

For DCC transactions processed, you will be settled in the $AUD equivalent while the cardholder will be charged in their home currency. Their card will be charged the amount that appears on the receipt.

EFTPOS PROFESSIONAL MOBILE GPRS USER GUIDE ADDITIONAL TERMINAL FEATURES/OPTIONS 71

7.5.2 MOTO DCC Transactions

DCC Mail Orders: If you are approved to process MOTO transactions then you are able

to process DCC transactions via the MOTO function on your terminal for orders that are received via the mail. If you would like to oﬀer your customers the opportunity to pay in their home currency you must include the following information on the form where they provide their card details:

●

a list of the currencies that are available to DCC

●

an acceptance box that allows the Cardholder to indicate which currency is their homecurrency

●

a disclosure stating: “I was given a choice to pay in AUD and my home currency, my selection of the indicated currency for transaction currency is ﬁnal. I note the conversion is being conducted by the merchant and I am aware that the exchange rate used for the currency conversion will be determined by the merchant at a later date without additional consultation. The rate applied includes a margin of 3%, this margin is not an additional fee but rather replaces the rate that will be applied if the transaction is completed in Australian Dollars.”

The Cardholder will need to indicate their home currency and sign to conﬁrm the above statement. If the currency indicated by the Cardholder is not a currency available on the terminal you cannot process the transaction as DCC.

Currencies oﬀered are American Dollars (USD), Canadian Dollars (CAD), British Pounds (GBP), Euros (EUR), Japanese Yen (YEN), New Zealand Dollars (NZD), Singapore Dollars (SGD) and Hong Kong Dollars (HKD).

DCC Telephone Orders: If you are approved to process MOTO transactions then you are able to process DCC transactions via the MOTO function on your terminal for orders that arereceived over the telephone. If you choose to process transactions like this you must attempt to process the transaction while the customer is on the phone so you can advise them of the below:

●

the transaction amount in your local currency

●

the converted amount in the proposed transaction currency

●

the exchange rate to be used for the currency conversion, and

●

the inclusion of a 3% margin in this rate*

The Cardholder must then provide a verbal conﬁrmation of their acceptance to proceed and that they are being provided with a choice to process as an Australian Dollar transaction or in their home currency.

* This margin is not an additional fee but rather replaces the rate that will be applied if the

transaction is completed in Australian Dollars.

EFTPOS PROFESSIONAL MOBILE GPRS USER GUIDE ADDITIONAL TERMINAL FEATURES/OPTIONS72

7.5.3 Processing DCC Transactions

If you insert/swipe an overseas MasterCard or Visa credit card, from one of the available currencies, you will see the following screen. This will appear after the account selection screen of the allowable transaction types.

SALE in NZD?

SALE AUD $5.00

EXCHANGE RATE 1.3319

SALE NZD $6.66

Process Txn In

NEW ZEALAND

NO YES

Have the cardholder select Yes if they would like to process the transaction in their home currency. To continue in AUD, press the soft key next to NO.

CARD SALE TOTAL NZD $6.66

KEY PIN &/OR ENTER

Where prompted, have the cardholder key in their PIN and press Enter, or just press Enter forsignature.

Continue as per normal procedure.

EFTPOS PROFESSIONAL MOBILE GPRS USER GUIDE ADDITIONAL TERMINAL FEATURES/OPTIONS 73

Approved DCC Sales Receipt

(approved with PIN)

Approved DCC Sales Receipt

(approved with signature)

If the terminal cannot complete the transaction, you may be asked if you would like to continue the transaction in Australian Dollars (AUD) as follows:

DCC FAILED

PROCESS IN AUD?

NO YES

Ensure the cardholder is happy to proceed in Australian Dollars. Press Enter to continue. Pressing No or Cancel will cancel the transaction.

CARD SALE TOTAL AUD $5.00

If the cardholder chooses to continue in Australian Dollars, the PIN entry screen will appear with the original AUD amount.

KEY PIN &/OR ENTER

EFTPOS PROFESSIONAL MOBILE GPRS USER GUIDE ADDITIONAL TERMINAL FEATURES/OPTIONS74

7.5.4 DCC Subtotals

You can print a subtotal of all the DCC transactions processed since the last terminal settlement. This function will print a report of all DCC transactions by currency performed since the last settlement, without resetting the totals in the terminal.

TERMINAL DISPLAY PROCEDURE

DATE TIME

ENTER AMOUNT

REPORTS

1. TXN LISTING

2. SUBTOTAL REPORT

3. SHIFT TOTALS

HOSTS

1. WSB

2. DCC

Press Reports.

Press 2 for Subtotal and press Enter.

Press 2 for DCC and press Enter.

The DCC Subtotal report will print.

DCC Subtotals Report

EFTPOS PROFESSIONAL MOBILE GPRS USER GUIDE ADDITIONAL TERMINAL FEATURES/OPTIONS 75

7.5.5 DCC Settlement

As per Section 6.2, settlement for the Eftpos Professional device can occur via a programmed terminal settlement (automatic settlement) or a manual settlement. If your terminal is set up for an automatic settlement, your DCC transactions will settle immediately after your AUD transactions. A separate report will print for your DCC transactions, and they will also be posted to your account as a separate deposit.

Note: A settlement can only be performed once in a 24-hour period.

To process a manual settlement of your DCC transactions:

TERMINAL DISPLAY PROCEDURE

DATE TIME

ENTER AMOUNT

MERCHANT FUNCTION

ENTER FUNCTION

CLEAR

HOSTS

1. WSB

2. DCC

SETTLEMENT

1. SETTLEMENT

2. LAST 7 SETTLEMENT

MERCHANT NAME

DO SETTLEMENT DCC?

NO YES

Press Function.

Press 8 and then ENTER for Settlement options.

Press 2 for DCC and press Enter.

Press 1 and Enter to perform a settlement.

Process the settlement by pressing the soft key next to YES or pressing Enter, otherwise select NO or press Cancel.

COMMS

Sending Req

RESPONSE

SETTLEMENT COMPLETE

EFTPOS PROFESSIONAL MOBILE GPRS USER GUIDE ADDITIONAL TERMINAL FEATURES/OPTIONS76

The terminal is connecting to the bank and processing the settlement.

This screen will display once settlement is completed successfully and the Settlement Report will print.

DCC Settlement Report

EFTPOS PROFESSIONAL MOBILE GPRS USER GUIDE ADDITIONAL TERMINAL FEATURES/OPTIONS 77

7.5.6 DCC Currency Rates

The exchange rates in the terminal will update automatically at the time of the DCC settlement. However, you are able to update the rates manually at any time. You can also print a report of the current rates.

To manually update the rates:

TERMINAL DISPLAY PROCEDURE

DATE TIME

ENTER AMOUNT

Press Function.

MERCHANT FUNCTION

ENTER FUNCTION

Press 34 and then ENTER to update the currencyrates.

CLEAR

CURRENCY RATES UPDATE

UPDATE CURRENCY RATES?

NO YES

CURRENCY RATES

Select Yes, or press Enter, to update the currencyrates. This will take a couple of minutes. A receipt will print to conﬁrm update has occurredsuccessfully.

You will have the option of printing the currency rates once they are updated.

PRINT CURRENCY RATES?

NO YES

Select Yes, or press Enter, to print the currency rates. Select No, or press Cancel, to return to the idle screen.

To print the current rates:

TERMINAL DISPLAY PROCEDURE

DATE TIME

ENTER AMOUNT

Press Menu.

MAIN MENU

1. LOGON

2. BATCH

3. TERMINAL

4. REPRINT

5. DCC

DCC

1. UPDATE CURR RATE

2. PRINT CURR RATES

3. PRINT DCC STATS

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE FALL BACK S ALES PROC EDURES78

Press 5 and Enter for DCC.

Press 2 and Enter to print the currency rates.

DCC Currency Rates Report

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE FALL BACK S ALES PROC EDURES 79

8.0 Fall Back Sales Procedures

8.1 Electronic Fall Back

The Electronic Fall Back (EFB) facility is available only when enabled on the terminal, and only for certain card types.

Electronic Fall Back is the ability to continue performing transactions on the terminal, even when communication with the Westpac host system for on-line approval has been lost or the Issuer is unavailable. In EFB mode, transactions are stored within the terminal and manual vouchers are not required. After communication has been restored, the terminal forwards the stored transactions to Westpac for processing.

Your Merchant Letter of Oﬀer contains your debit and credit ﬂoor limits.

You are reminded that you must not “split” a sale in order to avoid obtaining authorisation.

When processing in EFB Mode some diﬀerences apply to normal ‘on-line’ processing:

●

For credit card transactions that are over your credit card ﬂoor limit, you will be required to enter an authorisation number which you can obtain by calling 132 415. Alternatively ask your customer for an alternative means of payment.

●

Signature capture is required on all EFB transactions regardless of the account selection or whether PIN was entered. The terminal will process the transaction in accordance with the EFB ﬂoor limits and other validation settings.

●

Cheque/Savings account transactions exceeding your debit card ﬂoor limit will be declined. Ask your customer for an alternate means of payment.

When communication has been lost and the amount of the transaction is over your ﬂoor limit, the terminal will display the following for ten minutes. If nothing is entered after this time the transaction will be cancelled and the terminal will revert back to the idle screen.

TERMINAL DISPLAY PROCEDURE

OVER EFB LIMIT

CALL FOR AUTH

ENTER APPROVAL CODE

1 2 3

SEL

4 5 6

You will be required to enter an AUTHORISATION NUMBER, which you can obtain by calling 132 415.

Enter this six digit code and press ENTER.

7 8 9

0 CLEAR

EFTP OS PROFESSIONAL MOBILE GPR S USER GUIDE FALL BACK S ALES PROC EDURES80

8.1.1 Sending Oﬄine Transactions

Once communication with the bank is restored the terminal will send any stored transactions to Westpac for processing. The terminal will attempt to send these transactions after a transaction is processed online or after a period of inactivity.

If there are transactions to upload to Westpac the following screen will display:

TERMINAL DISPLAY PROCEDURE

STORED TRANSACTION(S)

ENTER AMOUNT

Stored Transactions will display at the top of the screen and scroll with Date/Time bar.

To manually upload these transactions:

TERMINAL DISPLAY PROCEDURE

STORED TRANSACTION(S)

ENTER AMOUNT

Press the FUNCTION key.

MERCHANT FUNCTION

ENTER FUNCTION

Press 23 and ENTER.

CLEAR

This screen will appear whilst the transactions are

Advice Upload 0001/0004

sent to the host. Time taken depends on the number of transactions stored in the terminal.

81EFTPOS PROFESSIONAL MOBILE GPRS USER GUIDE MINIMISING FRAUD

8.2 Manual Fall Back

The EFTPOS Professional Mobile terminal supplied to you is very reliable and Westpac is committed to ensuring its smooth operation is maintained. Any problems should be promptly reported to our helpdesk.

If your terminal fails to function correctly you may revert to manual fall back.

Before Performing a Fall Back Transaction:

For credit cards, if the transaction is over your Floor Limit, call 132 415 for authorisation.

If you are unsure of your Floor Limit for credit cards please refer to your Letter of Oﬀer or check your recent merchant statement.

For debit cards, if the transaction is over your Floor Limit ﬁnd an alternate means of payment.

If you are unsure of your Floor Limit for debit cards please refer to your Letter of Oﬀer.

Minimum Requirements:

You must complete all sales details on the voucher. The completed voucher must be signed by the customer and the signature compared with that appearing on the reverse of the card. If the signature does not match or you are in any doubt as to the authenticity of the cardholder, another form of payment should be sought. You must check the ‘to’ and ‘from’ dates to ensure the card has not expired. You must ensure the card is presented and imprinted.

Banking:

The completed downtime vouchers, together with an EFTPOS Merchant Summary voucher must be deposited with Westpac in the grey envelope for debit cards and in the blue envelope for credit cards on the ﬁrst available business day. You must retain copies of all vouchers for 12 months. Vouchers can be charged back for late deposits.

If you require any additional information, please contact Merchant Business Solutions on 1800 029 749.

82 EFTPOS PROFESSIONAL MOBILE GPRS USER GUIDE MINIMISING FRAUD

9.0 Minimising Fraud

At Westpac, we take fraud seriously, and you should too.

Fraud can cost your business signiﬁcant amounts of money, and certain types of merchants – based on the types of goods sold – are more prone to fraudulent transactions than others. We believe it is essential for you to have a sound understanding of credit card fraud, how it can be detected and how it can be prevented. And, because we do consider that credit card fraud is a very serious issue, we have developed a brochure to assist you in ﬁghting fraud.

This brochure is entitled “Protecting business against credit card fraud”. We strongly urge you to read this brochure carefully, and to keep it close as a handy reference guide.

A DVD is also available if you require more information.

Additional fraud prevention information is available on the westpac website at:

www.westpac.com.au

9.1 CCV Security Codes

What is CCV?

The three-digit value printed on the signature panel of a payment card used to verify cardnot-present transactions.

CCV security codes are a way to lessen the risk of fraud and chargeback when the cardholder is not physically present, or when a card cannot be inserted/swiped successfully. In these cases you can key in the card number.

A CCV security code is printed on the card but does not appear on receipts. When you key in the CCV code, a check is made that the code matches the card number. This gives greater assurance that the customer is in possession of the card. CCV codes are numbers of three or four digits, depending on the card type.

CCV is only another way to validate the authenticity of the card. It does not provide a guarantee that the card might not be being used for fraud. The CCV number does not provide complete protection against a potential chargeback on a MOTO/ECOM transaction.

Note:

●

Some cards do not have a CCV code

●

CCV (Card Check Value) is also known as CVV and CVC

83EF TPOS PROFES SIONAL M OBILE GP RS USER GUI DE TROUB LE SHOOTI NG

Where Can I Find the CCV Security Code?

Some cards, for example MasterCard and Visa, have a three-digit CCV printed on the signature strip on the reverse side of the card. Other numbers may precede the CCV. The last three digits on the signature strip are the CCV.

AUTHORISED SIGNATURE

4000 0012 3456 7890 123

NOT VALID UNLESS SI GNED

Other cards, for example American Express, have a four-digit CCV on the front of the card, above the account number.

Some cards do not have a CCV.

CCV

Should I Save CCV Security Codes?

No. It is prohibited to store the CCV codes. They must remain secret. You must not write them down or save them electronically. Doing so may lead to heavy penalties.

Manual Authorisations and CCV

If your terminal is not functioning at all, you can revert to a manual imprinter. When seeking authorisation for a credit card transaction above the ﬂoor limit, be sure to provide the CCV number if available.

84 EFTPOS PR OFESSIO NAL MOBILE GP RS USER GUI DE TROUB LE SHOOTING

10.0 Trouble Shooting

10.1 Hardware Faults

Hardware Faults Action

1. Ensure that the power cable is securely connected to the terminal.

No response from the terminal

Terminal not reading cards

Paper jamming

Not feeding

Not printing

2. Power oﬀ the terminal for 10 seconds.

3. Power on the terminal.

4. Retry the transaction.

5. Call Merchant Business Solutions if the problem persists.

1. Re-insert/swipe the card as per instructions in Section 4.

2. If there is still no response from the card reader power oﬀ the terminal for 10 seconds.

3. Power on the terminal.

4. Attempt transaction again.

5. Call Merchant Business Solutions if the problem persists.

1. Remove the paper roll from the printer to ensure that there is no paper caught.

2. If the existing paper roll is damaged in any way then replace this with a new roll.

3. If the problem continues power oﬀ the terminal for 10 seconds.

4. Power on the terminal.

5. Initialise the terminal by pressing Function and then 7.

6. The terminal should print a logon receipt. This will conﬁrm if the printer is operational.

7. Re-test the printer using the FEED button.

8. You can test the printer by pressing the Function key, followed by 82, and then 1 and Enter. A receipt will print.

9. Call Merchant Business Solutions if the problem persists.

85EFTPOS PR OFESSIO NAL MOBILE GP RS USER GUI DE TROUB LE SHOOTING

10.2 Response Codes

Below is a copy of a receipt, which indicates the location of the Response Codes.

Response Code Location

Where your terminal displays a response code not listed on your guide, and you use an electronic terminal supplied by us, you should phone us on 1800 029 749 for clariﬁcation.

86 EFTP OS PROFESSIO NAL MOBI LE GPRS USER GUIDE TR OUBLE SH OOTING

Code Display Cause/Action

APPROVED

CALL FOR AUTH

●

The transaction has been approved.

●

Unable to obtain electronic authorisation.

●

Call for authorisation from credit card authorisations then complete manual sales voucher if approved.

CALL FOR AUTH

●

Unable to obtain electronic authorisation.

●

Call for authorisation from credit card authorisations then complete manual sales voucher if approved.

NOT ON FILE, CALL HELPDESK

CONTACT CARD ISSUER

CANNOT PAY

APPROVED

With signature

APPROVED

INVALID TRANSACTION

●

Contact Merchant Business Solutions.

●

Obtain another form of payment.

●

Advise cardholder to contact card issuer.

●

Obtain another form of payment.

●

Advise cardholder to contact card issuer.

●

Retry the transaction.

●

Contact Merchant Business Solutions.

●

The transaction has been approved if the signature is correct.

●

The transaction has been approved.

●

Retry the transaction selecting a diﬀerent account.

●

If the transaction is declined again, obtain another form of payment.

●

Advise cardholder to contact issuing bank.

CANNOT PAY

CONTACT CARD ISSUER

●

Obtain another form of payment.

●

Advise cardholder to contact card issuer.

●

Obtain another form of payment.

●

Advise cardholder to contact card issuer.

●

Obtain another form of payment.

●

Advise cardholder to contact card issuer.

87EFTPOS PROFESS IONAL MOBIL E GPRS USER G UIDE TRO UBLE SHO OTING

Code Display Cause/Action

FORMAT ERROR CALL HELPDESK

●

Power the terminal oﬀ and on and retry the transaction.

●

Contact Merchant Business Solutions whilst the cardholder is present to conﬁrm if the transaction has been processed correctly.

WRONG ACCOUNT

●

Retry the transaction, selecting a diﬀerent account.

●

If the transaction is declined again, obtain another form of payment.

●

Advise cardholder to contact issuing bank.

CONTACT CARD ISSUER

CANNOT PAY

WRONG ACCOUNT

●

Contact manual Credit Card Authorisations.

●

Press the option for extension 500.

●

Contact manual Credit Card Authorisations.

●

Press the option for extension 500.

●

Obtain another form of payment.

●

Advise cardholder to contact card issuer.

●

Retry the transaction, selecting a diﬀerent account.

●

If the transaction is declined again, obtain another form of payment.

●

Advise cardholder to contact issuing bank.

WRONG ACCOUNT

●

Retry the transaction, selecting a diﬀerent account.

●

If the transaction is declined again, obtain another form of payment.

●

Advise cardholder to contact issuing bank.

CANNOT PAY

RE-ENTER PIN

CONTACT CARD ISSUER

●

Check the card expiry date.

●

Obtain another form of payment.

●

Advise cardholder to contact card issuer.

●

The cardholder has entered the wrong PIN.

●

Retry the transaction with the correct PIN.

●

Obtain another form of payment.

●

Advise cardholder to contact card issuer.

88 EFTP OS PROFESSIO NAL MOBI LE GPRS USE R GUIDE TR OUBLE SH OOTING

Code Display Cause/Action

INVALID TRANSACTION

DECLINED

CANNOT PAY

DECLINED

CANNOT PAY

PLEASE RETRY

●

Obtain another form of payment.

●

Advise cardholder to contact card issuer.

●

Obtain another form of payment.

●

Advise cardholder to contact card issuer.

●

Obtain another form of payment.

●

Advise cardholder to contact card issuer.

●

Obtain another form of payment.

●

Advise cardholder to contact card issuer.

●

Obtain another form of payment.

●

Advise cardholder to contact card issuer.

●

Retry the transaction.

●

If the transaction is declined again, obtain another form of payment.

●

Cardholder to contact issuing bank.

CANNOT PAY

●

Retry the transaction.

●

If the transaction is declined again, obtain another form of payment.

●

Advise cardholder to contact issuing bank.

INVALID ACCOUNT

●

Retry the transaction, selecting a diﬀerent account.

●

If the transaction is declined again, obtain another form of payment.

●

Advise cardholder to contact issuing bank.

INVALID TRACK

●

Retry the transaction.

●

If the transaction is declined again, obtain another form of payment.

●

Cardholder to contact issuing bank.

PLEASE RETRY

●

Retry the transaction.

●

If the transaction is declined again, obtain another form of payment.

●

Cardholder to contact issuing bank.

89EFTPOS PR OFESSIO NAL MOBILE GP RS USER GUI DE TROUB LE SHOOTING

Code Display Cause/Action

ISSUER NOT AVAILABLE

●

Bank is unavailable; retry the transaction.

●

If the transaction is declined again follow manual fallback procedures as explained in Section 8.2.

CANNOT PAY

SETTLE NOT AVAILABLE

●

Obtain another form of payment.

●

Advise cardholder to contact card issuer.

●

A settlement has been processed in the last 24 hours, or the settlement is being attempted between 21:30 and 23:00 (Sydney time).

●

Retry during settlement hours, making sure 24 hours have elapsed since the previous settlement.

MAC ERROR

●

Turn terminal oﬀ, then back on, and retry the transaction.

●

Contact Merchant Business Solutions if the problem persists.

INVALID MESSAGE

●

Turn terminal oﬀ, then back on, and retry the transaction.

●

Contact Merchant Business Solutions if the problem persists.

NO CARRIER

●

Turn terminal oﬀ, then back on, and retry the transaction.

●

Contact Merchant Business Solutions if the problem persists.

INVALID FORMAT

●

Turn terminal oﬀ, then back on, and retry the transaction.

●

Contact Merchant Business Solutions if the problem persists.

SYSTEM ERROR

●

Turn terminal oﬀ, then back on, and retry the transaction.

●

Contact Merchant Business Solutions if the problem persists.

90 EF TPOS PROFESSIONAL MO BILE GPRS USER G UIDE TRO UBLE SHOOTIN G

Code Display Cause/Action

LOST CARRIER

●

Turn terminal oﬀ, then back on, and retry the transaction.

●

Contact Merchant Business Solutions if the problem persists.

DECLINED ND

●

Press the Function key and then 23 and Enter.

●

Contact Merchant Business Solutions if the problem persists.

NO DIAL TONE

●

Check telephone line connections to the terminal.

●

Turn terminal oﬀ, then back on, and retry the transaction.

●

Contact Merchant Business Solutions if the problem persists.

POWER FAIL

●

Turn terminal oﬀ, then back on, and retry the transaction.

●

Contact Merchant Business Solutions if the problem persists.

NO RESPONSE

●

Turn terminal oﬀ, then back on, and retry the transaction.

●

Contact Merchant Business Solutions if the problem persists.

APPROVED

CANNOT PAY

ISSUER UNAVAILABLE

CANNOT PAY

●

The transaction has been approved.

●

The transaction has been approved.

●

Obtain another form of payment.

●

Obtain another form of payment.

●

Obtain another form of payment.

91EF TPOS PROFES SIONAL MOBILE GPRS USER GUIDE TROUB LE SHOOTI NG

Notes

92 EFTPOS PROFESSIONAL M OBILE GPRS USE R GUIDE

Hypercom M4230 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual