Moneris Mobile 8300 User Manual
Loyalty Programs
Using Your Terminal
for Loyalty and
Tracking Programs
For Moneris
® Mobile 8300
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__________________________________________
Contents
Loyalty programs ..................................................................1
Loyalty card entry options .................................................1
Administrative transactions .............................................2
Basic Loyalty transactions ..................................................5
Enhanced Loyalty transactions.........................................8
Pro Loyalty transactions .................................................. 12
Tracking transactions ...................................................... 17
Receipts ................................................................................ 21
Reporting ............................................................................. 23
End-of-day process ............................................................ 25
Troubleshooting ................................................................ 26
1
Loyalty programs
There are four types of loyalty programs:
Basic Loyalty
,
Enhanced Loyalty, Pro Loyalty
and
Tracking
. Loyalty
program functions and user instructions will vary
depending on the loyalty program package to which you
are subscribed.
In this guide, instructions that are specific to a package
will be outlined with the appropriate headings (e.g. Basic
Loyalty transactions). All other instructions will be
common across all loyalty program types.
In general, this is how your
loyalty
program works:
• Every time a cardholder makes a purchase, you
swipe the loyalty card so he or she can earn points
towards rewards.
• When a cardholder reaches a specified number of
points, he or she can redeem for a reward.
• To learn how to enrol cardholders, replace lost or
damaged cards, promote your loyalty program
and more, please refer to the Loyalty Program
Operating Manual.
In general, this is how a
Tracking
program works:
• Every time a cardholder makes a purchase, you
swipe the Tracking loyalty card so the cardholder
can earn points towards rewards.
• The transaction data is passed to the Loyalty
Program Provider who then awards points to the
customer’s account.
Loyalty card entry options
There are two ways to perform transactions with a loyalty
card using the terminal:
Swipe
1. Wait for the “Swipe or Enter
Card:” prompt to appear on
the terminal display.
2.
Swipe the card
on the
terminal’s magnetic stripe
reader.
Manual entry
If the magnetic stripe reader fails to read the loyalty card,
you may manually enter the card number.
1. Wait for the “Swipe or Enter Card:” prompt to appear
on the terminal display.
2. Key in the
card number
and press the green OK key.
Helpful hints
• To access reports, press the first purple key on the
right.
• To reprint receipts, press the second purple key from
the right.
• To scroll through menus, use the
Arrow
key (first
purple key from the left). Press the yellow
CORR
key to
toggle between scrolling up and down.
• To select a menu item, press the corresponding
function key (F1, F2, etc.).
• To finish entering information and move on to the
next step, press the green OK key.
2
Administrative transactions
Initializing the terminal
You must initialize your terminal when you first configure
it for the loyalty program, and when prompted by the
terminal after a program change request has been
processed (e.g. activation or deactivation of Bonus Code
functionality, if applicable to your program).
1. On the applications menu, select
GIFT & LOYALTY.
2. On the Gift & Loyalty transactions menu, scroll down
and select
Setup
.
If the “Password:” prompt appears, key in the
manager password
and press the green OK key.
3. On the Setup menu, scroll down and select
Initialization
.
If there are transactions in the open batch, the “Batch
Not Empty Close Batch?” prompt appears.
• To close the batch and delete all transactions from
the terminal memory, select
Yes
.
OR
• To leave the batch open and keep all transactions
in the terminal memory, select
No
. (This is
recommended.)
The “Ernex Term ID:” prompt appears.
4. Choose one of the following:
• To accept the displayed ID, press the green
OK
key.
OR
• To change the
Ernex Terminal ID:
a. Press the red
CANC ANNUL
key.
b. On the Setup menu, select
Merchant
.
c. Select
Next
until “Ernex Term ID” appears.
d. Select
Edit
and key in the new terminal ID.
e. Press the green
OK
key to accept your input.
f. Select
Exit.
g. Select
OK
key to save your changes.
The terminal returns to the Setup menu.
h. Return to step 3.
The terminal communicates with the Moneris host
and “000 Approved” appears after the initialization is
completed successfully.
5. Press the green
OK
key to return to the Setup menu.
6. Press the red
CANC ANNUL
key to return to the Gift &
Loyalty transactions menu
.
7. Press the * (
asterisk
) key to return to the applications
menu.
Activating a card
Basic Loyalty/Enhanced Loyalty:
Loyalty cards are activated before they are shipped to you,
so no activation process is required.
Tracking Loyalty:
Tracking loyalty cards are activated by the Loyalty
Program Provider, so no activation process is required.
Pro Loyalty:
Depending on how your program is set up, the loyalty
cards you have may require activation on your terminal,
or they may have been activated before they were shipped
to you.
Note:
Moneris recommends that you store any
pre-
activated
loyalty cards in a secure location, and that you
provide a card to a customer
only after
he or she has
provided basic contact information and written consent to
participate in the program.
Following a card activation, points may be deducted
periodically from the card due to user inactivity (your
program must be configured to allow for this). To
determine your program configuration: ask your manager,
visit the Merchant Web Portal if available to you, or call the
Moneris Merchant Service Centre.
If your cards are not pre-activated, follow the steps below
to activate them.
1. On the applications menu, select
GIFT & LOYALTY.
2. On the Gift & Loyalty transactions menu, select
Activate/Load
.
If the “Password:” prompt appears, key in the
manager password
and press the green OK key.
The “Swipe or Enter Card:” prompt appears.
3. Swipe the loyalty card or key in the
card number
and
press the green
OK
key.
If “Clerk ID:” appears, key in the
Clerk ID
and press the
green
OK
key.
If a prompt appears for additional data (e.g. “Bonus
Code” or “Reference Code”):
3
• Key in the
appropriate information
and press the
green
OK
key
.
OR
• To bypass the prompt, just press the green
OK
key.
“000 Approved” appears.
4. Press the green
OK
key
.
The “Activate/Load another card?” prompt appears.
• To activate another loyalty card, select
Yes
. Repeat
steps 3 and 4.
OR
• To proceed without activating other cards, select
No
. Proceed to step 5.
5. If the “Balance Due:” prompt appears, press the green
OK
key
.
Note:
The Balance Due prompt will appear if you are
charging a fee for activation of loyalty cards.
If you are NOT charging a fee for activation of loyalty
cards, go to step 7.
6. If you are charging an activation fee, follow these
steps:
a. When the “Balance Due:” prompt appears, press
the green
OK
key.
The “Select Payment For Balance Due” prompt
appears.
b. Select the method that the customer wishes to
use to pay:
• To use a
debit card
or
credit card
, press F1
(
DbCr
).
• To pay with a
gift card
, press F2 (
Gift
).
• To pay with
cash
, press F3 (
Cash
).
The terminal prints the Customer copy of the
receipt.
c. Tear the receipt and press the green
OK
key to
print the Merchant copy of the receipt.
d. If you selected:
•
DbCr
, the terminal automatically begins a
debit or credit Purchase transaction at the
“Amount: $0.00” prompt. Refer to the
Merchant receipt for the amount to charge.
•
Gift
, the terminal automatically begins a gift
card Purchase transaction at the “Total
Amount: $0.00” prompt. Refer to the
Merchant receipt for the amount to charge.
Refer to the Gift Card Program Using Your
Terminal guide for instructions on processing
a gift card Purchase. Visit
moneris.com/guides to download a free copy
of the guide.
•
Cash
, the Activation transaction is completed.
After the transaction, the terminal returns to the
Gift & Loyalty transactions menu.
7. If you are
not
charging for activation:
The terminal prints the Customer copy of the receipt.
Tear the receipt and press the green OK key to print
the Merchant copy of the receipt and return to the
Gift & Loyalty transactions menu.
The “Activate/Load another card?” prompt appears.
• To activate another loyalty card, select
Yes
. Repeat
steps 3 and 4.
OR
• To continue without activating other cards, select
No
. Proceed to step 8.
8. Press the * (
asterisk
) key to return to the applications
menu.
Looking up a card balance (Card Inquiry)
Follow the steps below to display and print the points
balance on a loyalty card.
Note:
Balances for Tracking loyalty cards cannot be
obtained on the terminal. To obtain the card balance of a
Tracking loyalty card, the cardholder must contact the
Loyalty Program Provider under which the card is enrolled.
1. On the applications menu, select
GIFT & LOYALTY
.
2. On the Gift & Loyalty transactions menu, scroll down
and select
Card Inquiry
.
If the “Password:” prompt appears, key in the
manager password
and press the green OK key.
The “Swipe or Enter Card:” prompt appears.
4
3. Swipe the loyalty card or key in the
card number
and
press the green
OK
key.
If “Clerk ID:” appears, key in the
Clerk ID
and press the
green
OK
key.
4. At the “000 Inquiry Complete” prompt, press the
green
OK
key.
The card balance and card status appear.
5. Press the green
OK
key.
The “Print Receipt?” prompt appears.
6. To print a receipt with the points balance and card
status, select
Yes
.
OR
To return to the Gift & Loyalty transactions menu
without printing, select
No
.
7. Press the * (
asterisk
) key to return to the applications
menu.
Note:
If the card is deactivated, the points balance is zero.
On the printed receipt, the status is “D” to indicate
Deactivated.
Deactivating a card
Follow the steps below to deactivate a loyalty card. A
receipt will print showing the points balance
before
deactivation. When a card is deactivated, any remaining
points are removed.
Note:
Tracking loyalty cards cannot be deactivated on the
terminal. To deactivate a Tracking loyalty card, the
cardholder must contact the Loyalty Program Provider
under which the card is enrolled.
Important: Once a loyalty card has been deactivated, it
can never be used again.
1. On the applications menu, select
GIFT & LOYALTY
.
2. On the Gift & Loyalty transactions menu, scroll down
and select
Deactivate
.
If the “Password:” prompt appears, key in the
manager password
and press the green OK key.
The “Swipe or Enter Card:” prompt appears.
3. Swipe the loyalty card or key in the
card number
and
press the green
OK
key.
If the “Clerk ID:” prompt appears, key in the
Clerk ID
and press the green
OK
key.
If a prompt appears for additional data (e.g. “Bonus
Code” or “Reference Code”):
• Key in the
appropriate information
and press the
green
OK
key
.
OR
• Just press the green
OK
key to bypass the prompt.
“000 Approved” appears.
4. Press the green
OK
key to print the Customer copy of
the Deactivation receipt.
5. Tear the receipt and press the green
OK
key to print
Merchant copy of the Deactivation receipt and return
to the Gift & Loyalty transactions menu.
6. Press the * (
asterisk
) key to return to the applications
menu.
5
Basic Loyalty transactions
Awarding points
Follow the steps below to award points to a loyalty card
when the cardholder makes a Purchase by credit card,
debit card or cash; or with an Advice.
1. Process the Purchase transaction on your terminal.
2. On the applications menu, select
GIFT & LOYALTY
.
3. On the Gift & Loyalty transactions menu, select
Purchase
.
If the “Password:” prompt appears, key in the
manager password
and press the green OK key.
The “Total Amount:” prompt appears.
4. Key in the
total transaction dollar amount
(including
tax and gratuity) and press the green
OK
key.
The “Accept amount?” prompt appears.
5. To accept the purchase amount, select
Yes
. The “Swipe
or Enter Card:” prompt appears. Proceed to step 6.
OR
To enter a different amount, select
No
. The “Total
Amount:” prompt appears. Repeat step 4.
6. Swipe the loyalty card or key in the
card number
and
press the green
OK
key.
If the “Clerk ID:” prompt appears, key in the
Clerk ID
and press the green
OK
key.
If the “Invoice Number:” prompt appears, key in the
Invoice Number
and press the green OK key.
“000 Approved” appears.
7. Press the green
OK
key to print the Cardholder copy of
the receipt.
8. Tear the receipt and press the green
OK
key to print
the Merchant copy of the receipt and return to the
Gift & Loyalty transactions menu.
9. Press the
* (asterisk
) key to return to the applications
menu.
Loyalty Pre-authorizations
Process a Pre-authorization to pre-allocate points if you
know that you will
NOT
have the loyalty card available
later for the Completion. Process the Pre-authorization
Completion to award points that were pre-allocated in the
initial Pre-authorization.
Processing a loyalty Pre-authorization
The Pre-authorization transaction does not award points
on approval, but rather “pre-allocates” points that will be
awarded on the Pre-authorization Completion. A Card
Inquiry (see page 6) will not include these points in the
card balance until the Completion has been processed.
1. Process the Pre-authorization or the Purchase
transaction on your terminal.
2. On the applications menu, select
GIFT & LOYALTY
.
3. On the Gift & Loyalty transactions menu, select
Pre
Auth
.
4. On the Pre Auth menu, select
Pre Auth
.
The “Total Amount:” prompt appears.
5. Key in the total amount of the pre-authorization and
press the green
OK
key.
The “Accept amount?” prompt appears.
6. To accept the pre-authorization amount, select
Yes
.
The “Swipe or Enter Card:” prompt appears. Proceed
to step 7.
OR
To use a different amount, select
No
. The “Total
Amount:” prompt appears. Repeat step 5.
7. Swipe the loyalty card or key in the
card number
and
press the green
OK
key.
If the “Clerk ID:” prompt appears, key in the
Clerk ID
and press the green
OK
key.
If the “Invoice Number:” prompt appears, key in the
Invoice Number
and press the green OK key.
“000 Approved” appears.
8. Press the green
OK
key to print the Cardholder copy of
the receipt.
9. Tear the receipt and press the green
OK
key to print
the Merchant copy of the receipt and return to the Pre
Auth menu.
10. Press the red
CANC ANNUL
key to return to the Gift &
Loyalty transactions menu.
11. Press the
* (asterisk
) key to return to the applications
menu.
Deleting a loyalty Pre-authorization
Loyalty pre-authorizations can be deleted before they are
completed.
1. On the applications menu, select
GIFT & LOYALTY
.
6
2. On the Gift & Loyalty transactions menu, select
Pre
Auth
.
3. On the Pre Auth menu, select
Del Pre Auth
.
The “Retrieve By” prompt appears.
4. Do one of the following:
• To locate the pre-authorization by
reference
number
, select
Ref#
. The “Ernex Ref Number:”
prompt appears. Key in the
loyalty reference
number
(printed on the pre-authorization receipt)
and press the green
OK
key. Transaction details
appear. Choose one of the following:
o To delete the displayed transaction, select
Yes
.
Proceed to step 5.
o To cancel the operation and return to the Pre
Auth menu, select
No
.
o To locate another pre-authorization to delete,
select
Next
. Once the desired transaction is
displayed, select
Yes
to delete it. Proceed to
step 5.
OR
• To locate the pre-authorization by
loyalty card
number
, select
Acct
. The “Last 4 digits:” prompt
appears. Key in the last four digits of the loyalty
card used and press the green
OK
key. Transaction
details appear. Choose one of the following:
o To delete the displayed transaction, select
Yes
.
Proceed to step 5.
o To cancel the operation and return to the Pre
Auth menu, select
No
.
o To locate another pre-authorization to delete,
select
Next
. Once the desired transaction is
displayed, select
Yes
to delete it. Proceed to
step 5.
The terminal displays “Preauth deleted” and returns
to the Pre Auth menu.
5. Press the red
CANC ANNUL
key to return to the Gift &
Loyalty transactions menu.
6. Press the
* (asterisk
) key to return to the applications
menu.
Processing a loyalty Pre-authorization Completion
1. Process the Pre-authorization Completion transaction
on your terminal.
2. On the applications menu, select
GIFT & LOYALTY
.
3. On the Gift & Loyalty transactions menu, select
Pre
Auth
.
4. On the Pre Auth menu, select
Completion
.
The “Ernex Ref Number:” prompt appears.
5. Key in the
loyalty reference number
(located on the
original pre-authorization receipt) and press the
green
OK
key.
The Completion screen appears.
6. Do one of the following:
• To accept the displayed pre-authorization
transaction, select
Yes
. The “New Amount:”
prompt appears. Proceed to step 7.
• To scroll to a different transaction, select
Next
or
Prev
. Once you locate the transaction, select
Yes.
The “New Amount:” prompt appears. Proceed to
step 7.
• To cancel the operation and return to the previous
step, select
No
. Repeat step 5.
7. At the “New Amount:” prompt, do one of the
following:
• For a different amount than the displayed value,
key in a new amount and press the green
OK
key.
OR
• To keep the displayed value, press the green
OK
key.
“000 Approved” appears.
8. Press the green
OK
key to print the Cardholder copy of
the receipt.
9. Tear the receipt and press the green
OK
key to print
the Merchant copy of the receipt and return to the Pre
Auth menu.
10. Press the red
CANC ANNUL
key to return to the Gift &
Loyalty transactions menu.
11. Press the
* (asterisk
) key to return to the applications
menu.
7
Redeeming points automatically
If your loyalty program has been set up for Automatic
Redemption, points are automatically redeemed when a
cardholder reaches the configured Reward Threshold
Level, and a Reward Coupon prints from the terminal.
Note:
If a cardholder’s points balance surpasses the Reward
Threshold Level multiple times in one transaction (e.g. the
Reward Threshold Level is 200 and the cardholder makes a
$600 purchase with a
Points Earning Rate of $1 = 1 point, meaning they have
earned 600 points), the terminal will redeem points for only
one Reward and print only one Reward Coupon.
In the above example, the remaining coupons will be
generated in increments of the Reward Threshold Level
during subsequent transactions with the same card.
Processing a Refund
Follow the steps below to remove points from a loyalty
card when the cardholder receives a Refund on a Purchase
transaction that awarded points.
Note:
A loyalty Purchase reference number can only be used
once
for a refund regardless of whether the refund is for the
full or partial amount of the Purchase.
1. Process the Refund on the terminal.
2. On the applications menu, select
GIFT & LOYALTY
.
3. On the Gift & Loyalty transactions menu, select
Refund
.
If the “Password:” prompt appears, key in the
manager password
and press the green OK key.
The “Total Amount:” prompt appears.
4. Key in the
total dollar amount of the refund for which
points are to be deducted
following the guidelines
below, then press the green
OK
key.
If points were awarded on the
Total Amount
of the
Purchase transaction (including tax and gratuity), key
in the dollar amount printed on the
Amount
line of
the loyalty card Purchase receipt, or part of the
amount if the cardholder wants a partial Refund, then
press the green
OK
key.
Note:
The amount can be a partial amount of the
original Purchase.
The “Swipe or Enter Card:” prompt appears.
5. Swipe the loyalty card or key in the
card number
and
press the green
OK
key.
If the “Clerk ID:” prompt appears, key in the
Clerk ID
and press the green
OK
key.
The “Ernex Ref Number:” prompt appears.
6. Key in the
loyalty reference number
printed on the
loyalty Purchase receipt and press the green
OK
key.
If the “Invoice Number:” prompt, appears, key in the
Invoice Number
and press the green OK key.
“000 Approved” appears.
7. Press the green
OK
key to print the Cardholder copy of
the receipt.
8. Tear the receipt and press the green
OK
key to print
the Merchant copy of the receipt and return to the
Gift & Loyalty transactions menu.
9. Press the
* (asterisk
) key to return to the applications
menu.
Voiding a loyalty transaction
Follow the steps below to void a loyalty card transaction in
the current batch.
Important: A Void must be performed in the same batch
and for the same amount as the original transaction. To
reverse a loyalty card Purchase transaction in a closed
batch, or for a partial amount, you must process a Refund.
1. On the applications menu, select
GIFT & LOYALTY
.
2. On the Gift & Loyalty transactions menu, scroll down
and select
Void
.
If the “Password:” prompt appears, key in the
manager password
and press the green OK key.
The “Swipe or Enter Card:” prompt appears.
3. Swipe the loyalty card or key in the
card number
and
press the green
OK
key.
If the “Clerk ID:” prompt appears, key in the
Clerk ID
and press the green
OK
key.
The “Ernex Ref Number:” prompt appears.
4. Key in the
loyalty reference number
printed on the
receipt of the loyalty card transaction you want to
void and press the green
OK
key.
If the “Invoice Number:” prompt appears, key in the
Invoice Number
and press the green OK key.
“000 Approved” appears.
Note:
If “No Match Found” appears, the loyalty card
transaction you were trying to void is
not
in the open
batch. Cancel the Void and perform a Refund instead
(see page 13).
5. Press the green
OK
key to print the Cardholder copy of
the receipt.
6. Tear the receipt and press the green
OK
key to print
the Merchant copy of the receipt and return to the
Gift & Loyalty transactions menu.
7. Press the
* (asterisk
) key to return to the applications
menu.
8
Enhanced Loyalty
transactions
Awarding points
Follow the steps below to award points to a loyalty card
when the cardholder makes a Purchase by credit card,
debit card or cash; or with an Advice.
1. Process the Purchase transaction on your terminal.
2. On the applications menu, select
GIFT & LOYALTY
.
3. On the Gift & Loyalty transactions menu, select
Purchase
.
If the “Password:” prompt appears, key in the
manager password
and press the green OK key.
The “Total Amount:” prompt appears.
4. Key in the
total transaction dollar amount
(including
tax and gratuity) and press the green
OK
key.
The “Accept amount?” prompt appears.
5. To accept the purchase amount, select
Yes
. The “Swipe
or Enter Card:” prompt appears. Proceed to step 6.
OR
To enter a different amount, select
No
. The “Total
Amount:” prompt appears. Repeat step 4.
6. Swipe the loyalty card or key in the
card number
and
press the green
OK
key.
If the “Clerk ID:” prompt appears, key in the
Clerk ID
and press the green
OK
key.
If the “Bonus Code” prompt appears:
• Key in the appropriate
bonus code
and press the
green
OK
key to award bonus points.
OR
• Just press the green
OK
key to bypass bonus
points.
If the “Pre-Tax Amount” prompt appears:
• Key in the
dollar amount for which points
are to be awarded
(excluding tax and gratuity)
and press the green
OK
key.
OR
• If the amount is the
same
as the amount entered
in step 4, just press the green
OK
key.
If the “Invoice Number:” prompt appears, key in the
Invoice Number
and press the green OK key.
“000 Approved” appears.
7. Press the green
OK
key to print the Customer copy of
the receipt.
8. Tear the receipt and press the green
OK
key to print
the Merchant copy of the receipt and return to the
Gift & Loyalty transactions menu.
9. Press the
* (asterisk
) key to return to the applications
menu.
Loyalty Pre-authorizations
Process a Pre-authorization to pre-allocate points if you
know that you will
NOT
have the loyalty card available
later for the Completion. Process the Pre-authorization
Completion to award points that were pre-allocated in the
initial Pre-authorization.
Processing a loyalty Pre-authorization
The Pre-authorization transaction does not award points
on approval, but rather “pre-allocates” points that will be
awarded on the Pre-authorization Completion. A Card
Inquiry (see page 6) will not include these points in the
card balance until the Completion has been processed.
1. Process the Pre-authorization or the Purchase
transaction on your terminal.
2. On the applications menu, select
GIFT & LOYALTY
.
3. On the Gift & Loyalty transactions menu, select
Pre
Auth
.
4. On the Pre Auth menu, select
Pre Auth
.
The “Total Amount:” prompt appears.
5. Key in the total amount of the pre-authorization and
press the green
OK
key.
The “Accept amount?” prompt appears.
6. To accept the pre-authorization amount, select
Yes
.
The “Swipe or Enter Card:” prompt appears. Proceed
to step 7.
OR
To use a different amount, select
No
. The “Total
Amount:” prompt appears. Repeat step 5.
7. Swipe the loyalty card or key in the
card number
and
press the green
OK
key.
If the “Clerk ID:” prompt appears, key in the
Clerk ID
and press the green
OK
key.
If the “Invoice Number:” prompt appears, key in the
Invoice Number
and press the green OK key.
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