Nab EFTPOS Mobile, EFTPOS Countertop User Manual

Download

NAB EFTPOS USER GUIDE

for Countertop

& Mobile

Terminals



About your NAB EFTPOS Terminal

NAB EFTPOS Mobile

NAB EFTPOS Countertop



Table of Contents

Getting to know your NAB EFTPOS VeriFone terminal ............................................................5

Contactless – Tap & Go ..............................................................................................................8

Purchase – Tap ...........................................................................................................................9

Purchase – Insert/Swipe using PIN .........................................................................................10

Purchase – Insert/Swipe using Signature ...............................................................................12

Purchase with Cash-out...........................................................................................................14

Purchase with Tip ....................................................................................................................16

Tip adjustment .........................................................................................................................19

Cash-out only ...........................................................................................................................21

Refund ......................................................................................................................................23

Re-print receipt for the last transaction .................................................................................26

Review the details of the last transaction before printing ....................................................27

Re-print receipt for a past Transaction ...................................................................................29

Transaction listing ...................................................................................................................31

Print Settlement Totals – Pre-settlement ...............................................................................32

Print Settlement Totals – Last Settlement ..............................................................................33

Manual Settlement ..................................................................................................................34

Automatic Settlement Set-up ..................................................................................................36

Automatic Last Settlement Set-up ..........................................................................................38

Clear Auto Settings ..................................................................................................................40

Pre-Authorisation ....................................................................................................................41

Pre-Authorisation completion ................................................................................................44

Surcharge .................................................................................................................................47

Surcharge – Turn on/off ..........................................................................................................48

Surcharge and Card Acceptance Set-up ..................................................................................49

Shift Totals ...............................................................................................................................52

Balance Enquiry .......................................................................................................................53

Void ..........................................................................................................................................55

Change Merchant Password ...................................................................................................57

Change Terminal Password .....................................................................................................59

Keyboard Lock .........................................................................................................................61

Stationery Order (ordering receipt rolls) ...............................................................................62

Fallback procedure ..................................................................................................................63

UnionPay Cards ........................................................................................................................64

Manual Backup .........................................................................................................................67

Termination of EFTPOS service .................................................................................................69



This User Guide is for NAB merchants who have signed the Merchant Agreement General Terms and Conditions. Please make yourself fully aware of the capabilities and limitations of your new EFTPOS terminal and do not hesitate to contact NAB should you have any further queries.

NAB is here to help you  hours a day, 7 days a week

Call Merchant Service Centre 1300 369 852

Email Merchant.Service.Centre@nab.com.au

Before contacting the NAB Merchant Service Centre in regard to any error message, please write down all the error information as well as your merchant and terminal numbers so your query can be quickly resolved.

For Authorisation

Credit Cards 13 25 15

Debit Cards – Cheque or Savings 1300 369 852

American Express 1300 363 614

Diners Club 1800 331 112

Sales Enquiries 1300 EFTPOS (1300 338 767) 8am – 6pm Monday to Friday

Fraud related enquiries 1300 622 372 (Option 3)

8am – 5pm Monday to Friday

Lost or Stolen cards Call the above authorisation line appropriate for the

card type used (credit or debit). Ask for extension 500

Service response time

It is NAB’s intent to replace a faulty terminal within 8 business hours in metropolitan areas.

Merchant Details

Please insert your details here for quick reference.

EB Merchant No.

Terminal No.

Store No.



Getting to know your NAB EFTPOS VeriFone terminal

WXY

TUV

-SP

’ ”

PRS

MNO

JKL

GHI

DEF

ABC

VeriFone

SWIPE READER

INDICATOR LED

TERMINAL DISPLAY /

TOUCHSCREEN

TELEPHONE-STYLE

KEYPAD

CANCEL /

POWER OFF KEY

ENTER /

POWER ON KEY

CLEAR KEY

CHIP CARD READER



Getting to know your NAB EFTPOS VeriFone terminal (continued)

Using the Touch-screen

The VeriFone terminal has a colour touch-screen. Navigating using the touch-screen is easy and intuitive for both you and your customers. Simply follow the prompts and press the option on the screen to make a selection.

Using the Keypad

This button on the terminal keypad is used to accept data entry or proceed with a function and is the same as using the SELECT or OK buttons displayed on the touch-screen. This button is also used to power on the terminal when held down for a period of time.

This button on the terminal keypad is used for clearing entered data or moving back to the previous screen and is the same as using the CLEAR or BACK buttons displayed on the touch-screen.

This button on the terminal keypad is used to cancel the current function and return to the home screen and is the same as using the CANCEL or NO buttons displayed on the touch-screen. This button is also used to power off the terminal when held down for a period of time.

NAB EFTPOS Countertop home screen NAB EFTPOS Mobile home screen

Getting to know your NAB EFTPOS VeriFone terminal (continued)

Accessing Additional Functionality

There are two ways to access the menu

1. Press the menu button on the home screen or

. Press the hash key on the keypad

Navigating the Menu

There are 18 main menu items

Move up and down the three menu pages using the arrow keys

To choose a menu item:

1. Press the menu item using the touch-screen then SELECT, or

. Enter the number of the menu item using the keypad then SELECT

All cards will be able to be used on the terminal by either

• Tap (using the contactless feature)

• Insert (using the chip), or

• Swipe (using the magnetic stripe)

Contactless – Tap & Go

The NAB EFTPOS VeriFone terminals come ready with the capability to accept Contactless credit card payments, commonly referred to as ‘tap and go’. Your customer’s chip card must have the following symbol in order to use the Contactless feature.

What are the advantages of Contactless capability?

Quick and easy to use – simply tap the chip card on the terminal screen and go

If the purchase is less than $100, there is no need for your customer to enter a PIN or sign the merchant receipt

If the purchase is over $100, your customer will be required to enter a PIN or sign the merchant receipt

Printing the customer receipt is optional regardless of the transaction amount.

Are there any restrictions in using Contactless?

If the purchase amount is greater than $0, your customer will be prompted by the terminal to insert or swipe their card

Customers will not be provided with the option to select an Account as Contactless is available for credit transactions only

Only a Purchase transaction can be made using Contactless.



Purchase – Tap

Step 1

Enter the sale amount directly from the home screen and press OK

Step 2

Prompt customer to TAP their card

Ensure your customer holds their card to the screen until all four bars ‘light up’ and the terminal sounds a beep. This will only take a few seconds

Step 3

Prompt customer to remove their card

An acknowledgement will be displayed once the purchase has been approved and the merchant receipt will print

Step 4

Press YES to print the customer receipt if required. The customer receipt will print automatically if a selection is not made

Purchase – Insert/Swipe using PIN

Step 1

Enter the sale amount directly from the home screen and press OK

Step 2

Prompt customer to INSERT or SWIPE their card

Step 3

Prompt customer to select their account

Step 4

Enter PIN and press OK

An acknowledgement will be displayed once the purchase has been approved and the merchant receipt will print

Purchase – Insert/Swipe using PIN (continued)

Step 5

Press YES to print the customer receipt if required. The customer receipt will print automatically if a selection is not made

1

Purchase – Insert/Swipe using Signature

Step 1

Enter the sale amount directly from the home screen and press OK

Step 2

Prompt customer to INSERT or SWIPE their card

Step 3

Prompt customer to select an account

Step 4

Prompt customer to press OK

1

Purchase – Insert/Swipe using Signature (continued)

Step 5

Remove card from the terminal if inserted

Step 6

Prompt customer to sign the receipt. You will need to verify your customer’s signature with the signature on the card. If this is correct, press YES

An acknowledgement will be displayed once the signature has been veriﬁed

Step 7

Press YES to print the customer receipt if required. The customer receipt will print automatically if a selection is not made

1

Purchase with Cash-out

The cash-out function is only available on debit (cheque and savings) accounts for EFTPOS transactions.

It is an optional feature that you may enable or disable by contacting the Merchant Service Centre.

If you have enabled the cash-out feature, an additional screen will display after you enter the Purchase amount.

A purchase with cash-out transaction is shown as one total item in the settlement report and on the monthly merchant statement.

Step 1

Enter the sale amount directly from the home screen and press OK

Step 2

Enter a cash-out amount and press OK (you can skip this step by pressing OK if cash-out is not requested)

Step 3

Prompt customer to SWIPE or INSERT their card

1

Purchase with Cash-out (continued)

Step 4

Prompt customer to select their account

Step 5

Prompt customer to enter their PIN and press OK

An acknowledgement will be displayed once the purchase has been approved

Step 6

Press YES to print the customer receipt if required. The customer receipt will print automatically if a selection is not made

1

Purchase with Tip

The Tip Amount screen will only display if the tipping feature has been enabled. You may enable or disable the tipping feature by contacting the Merchant Service Centre.

A purchase with tip transaction is shown as one total item in the settlement report and on the monthly merchant statement.

Step 1

Enter the sale amount directly from the home screen and press OK

Step 2

Prompt customer to INSERT or SWIPE their card

Step 3

Prompt customer to select an account

Purchase with Tip (continued)

Step 4

Enter the tip amount and press OK, or skip this step by pressing OK

Step 5

Review the tip conﬁrmation screen and press OK

Step 6

Enter PIN and press OK

Step 7

Remove card from the terminal if inserted

Purchase with Tip (continued)

Step 8

You will need to verify your customer’s signature with the signature on the card.

If this is correct, press YES

An acknowledgement will be displayed once the signature has been veriﬁed

Step 9

Press YES to print the customer receipt if required. The customer receipt will print automatically if a selection is not made

1

Tip Adjustment

A tip adjustment allows a merchant to add a tip after a purchase transaction has been processed. Tip adjustments can be performed on a credit card transaction and only if this feature has been enabled on your terminal. To enable or disable the tip adjustment feature, contact the Merchant Service Centre.

A tip adjustment must be completed before settlement time.

Step 1

Press the MENU button on the home screen

Step 2

Press 5. Tip Adjustment then press SELECT

Step 3

Enter the last  digits of the RRN found on the receipt and press OK

Step 4

Enter the tip amount that is being added to the original transaction and press OK

0

Tip Adjustment (continued)

Step 5

Review the adjusted amount of the transaction and press OK

An acknowledgement will be displayed once the purchase with tip has been approved

1

Cash-out only

The cash-out feature is available on debit (cheque and savings) accounts only for EFTPOS transactions. It is an optional feature that you may enable or disable by contacting the Merchant Service Centre.

Step 1

Press the MENU button on the home screen

Step 2

Enter 7. Cashout and press SELECT

Step 3

Enter required cash amount and press OK

Step 4

Prompt customer to SWIPE or INSERT their card



Cash-out only (continued)

Step 5

Prompt customer to select an account. Only CHQ and SAV can be chosen

Step 6

Prompt customer to enter their PIN and press OK

An acknowledgement will be displayed once the cashout has been approved

Step 7

Remove card from the terminal if inserted

Step 8

Once the transaction has been approved, you can provide your customer with the cash

Press YES to print the customer receipt if required



Refund

The Refund feature is optional. You may enable or disable the Refund feature by contacting the Merchant Service Centre. Transaction and terminal refund limits apply.

Step 1

Press the MENU button on the home screen

Step 2

Press 2. Refund and press SELECT

Step 3

Enter your merchant password and press OK

Contact the Merchant Service Centre if you have forgotten your password

Step 4

Enter the refund amount and press OK



Refund (continued)

Step 5

Prompt customer to SWIPE or INSERT their card

Step 6

Prompt customer to select their account

Step 7

Prompt customer to press OK to print the refund receipt to sign

Note: Even if a PIN is entered, a signed receipt will still be required

Step 8

Ask customer to sign the receipt



Refund (continued)

Step 9

Remove card from the terminal if inserted

Step 10

Compare the customer’s signature with their card and if correct press YES

An acknowledgement will be displayed once the refund has been approved

Step 11

Press YES to print the customer receipt if required

A ﬁnal acknowledgement will be displayed

The customer will receive the refund within  to  business days for Visa, MasterCard and EFTPOS transactions and up to  business days for UnionPay cards

Note

For your protection against fraud, please ensure your merchant password is changed regularly. Refer to page 7 for instructions

Always compare the signature on the card with the signature on the receipt

You should always swipe or insert the card through the terminal rather than key entering the card information to reduce your exposure to fraudulent transactions



Re-print receipt for the last transaction

This function allows you to print a duplicate receipt for the last transaction processed.

Step 1

Press the MENU button on the home screen

Step 2

Enter 18. Function List then SELECT

Step 3

Enter 72 then SELECT. A duplicate merchant receipt for the last transaction will print

Step 4

Press YES to print a duplicate customer receipt

7

Review the details of the last transaction before printing

This function allows you to review the details of the last transaction processed on the terminal screen before you decide to print a duplicate receipt.

Step 1

Press the MENU button on the home screen

Step 2

Enter 9. Review & Reprint then SELECT

Step 3

Press OK to review details for the last transaction.

Press SELECT to print a duplicate merchant receipt if required

8

Review the details of the last transaction before printing (continued)

Step 4

Press YES to print a duplicate customer receipt if required



Re-print receipt for a past Transaction

This function allows you to print a duplicate receipt for a particular transaction within the same settlement period.

Step 1

Press the MENU button on the home screen

Step 2

Enter 9. Review & Reprint then SELECT

Step 3

Enter the last  digits of the RRN found on the receipt and press OK

Or if you do not have the RRN, press OK and use the scroll keys to ﬁnd the transaction

Step 4

Press SELECT to print the duplicate merchant receipt

0

Re-print receipt for a past Transaction (continued)

Step 5

Press YES to print a duplicate customer receipt

1

Transaction listing

This function provides a print out of all transactions processed since the last settlement.

Step 1

Press the MENU button on the home screen

Step 2

Enter 17. Transaction Listing then press SELECT

Step 3

Press SELECT to print all transactions

The transaction history will begin printing

Step 4

Press YES if the transaction listing printed OK or NO to print the transaction listing again



Print Settlement Totals – Pre-Settlement

This function prints a listing of all transactions performed after the last settlement time until the current time. A pre-settlement does not settle the terminal.

Step 1

Press the MENU button on the home screen

Step 2

Press 6. Settlement then SELECT

Step 3

Press 2. Pre-Settlement then SELECT

Step 4

Press YES if you want to perform a pre-settlement or NO to return to the home screen

An acknowledgement will be displayed advising the pre-settlement was successful



Print Settlement Totals – Last Settlement

This function will reprint the total value of the transactions by card type at Last Settlement.

Step 1

Press the MENU button on the home screen

Step 2

Press 6. Settlement then press SELECT

Step 3

Press 3. Last Settlement then press SELECT

Step 4

Press YES if you want to perform a last settlement or NO to return to the home screen

An acknowledgement will be displayed advising the last settlement was successful



Manual Settlement

This function allows you to manually settle for the day.

Note: Your terminal will automatically settle at :0pm EST daily, unless a manual settlement is performed.

Step 1

Press the MENU button on the home screen

Step 2

Press 6. Settlement then press SELECT

Step 3

Press 1. Settlement then press SELECT

Step 4

Press YES if you want to perform a settlement or NO to return to the home screen

An acknowledgement will be displayed advising the settlement was successful



Manual Settlement (continued)

Step 5

Press YES if the transaction listing printed OK or NO to print the transaction listing again



Automatic Settlement Set-up

This function allows you to set-up the terminal to automatically settle every day at a preferred time you specify.

Step 1

Press the MENU button on the home screen

Step 2

Press 6. Settlement then press SELECT

Step 3

Press 5. Auto Settle Setup then press SELECT

Step 4

For your terminal to automatically settle every day at a selected time, press ENABLE

To remove automatic settlement, press DISABLE

7

Automatic Settlement Set-up (continued)

Step 5

Choose whether to ENABLE or DISABLE the transaction listing to print after the terminal settles

Step 6

Enter the settlement time in a 24 hour HHMM format and press OK

Step 7

Press YES to conﬁrm auto settlement start time or NO to reject auto settlement start time

Step 8

Enter 3 for the maximum number of retries and press OK

8

Automatic Last Settlement Set-up

This function allows you to set-up the terminal to automatically print out the list of transactions since last settlement every day at a preferred time you specify. This function does not settle the terminal.

Step 1

Press the MENU button on the home screen

Step 2

Press 6. Settlement then press SELECT

Step 3

Press 6. Auto Last Settle Setup then press SELECT

Step 4

Choose whether to ENABLE or DISABLE Auto Last Settlement



Automatic Last Settlement Set-up (continued)

Step 5

Choose whether to ENABLE or DISABLE the transaction listing to print

Step 6

Enter the settlement time in a 24 hour HHMM format and press OK

Step 7

Press YES to conﬁrm Auto Last Settlement start time or NO to reject

Step 8

Enter  for the maximum number of retries and press OK

0

Clear Auto Settings

This function allows you to remove the automatic settlement settings that you have set. The terminal will settle each night at :0pm EST.

Step 1

Press the MENU button on the home screen

Step 2

Press 6. Settlement then press SELECT

Step 3

Press 7. Clear Auto Settle Settings then press SELECT

Step 4

Choose YES or NO to whether you want to clear the settings

1

Pre-Authorisation

The Pre-Authorisation feature is optional. You may enable or disable this feature by contacting the Merchant Service Centre.

Pre-Authorisations are available for credit cards only.

Pre-Authorisation is used to preserve a value amount on a cardholder’s account. The value amount is generally held for up to 7 days depending on the cardholder’s ﬁnancial institution.

The funds are not debited from the cardholder’s account until ﬁnal payment is processed. A Pre-Authorisation Completion must be performed to process the ﬁnal payment.

Step 1

Press the MENU button on the home screen

Step 2

Press 3. Pre-Authorisation then SELECT

Step 3

Enter the amount and press OK



Pre-Authorisation (continued)

Step 4

Prompt customer to SWIPE or INSERT their card

Step 5

Prompt customer to enter PIN then OK, or press OK to sign

An acknowledgement will display once the Pre-Authorisation has been processed

Step 6

Prompt customer to remove their card

If a PIN was entered, an Approved screen will display. If not, a Signature screen will display.



Pre-Authorisation (continued)

Step 7

Prompt customer to sign the receipt and verify customer’s signature



Pre-Authorisation completion

The pre-authorisation completion process looks up the original pre-authorisation record, conﬁrms the transaction value and puts the pre-authorisation payment through as a transaction. A Pre-Authorisation Completion transaction should be performed up to 7 days from when the Pre-Authorisation was processed.

Step 1

Press the MENU button on the home screen

Step 2

Press 4. Completion and press SELECT

Step 3

Prompt customer to SWIPE or INSERT their card

Step 4

Enter the  digit Auth# (Authorisation number) found on the merchant receipt and press OK

NB The Auth# may at times be in an alphanumeric format therefore check the details as you enter each number



Pre-Authorisation completion (continued)

Step 5

Enter the last 7 digits of the RRN found on the receipt and press OK

Step 5a

Enter the Auth Date (Authorisation Date) found on the receipt in DDMM format and press OK. This is only required if the Pre-auth is not stored on the terminal. If the Pre-auth is stored on the terminal, the terminal will not prompt for an authorisation date and will display the amount as in Step 

Step 6

Enter the Completion sale amount and press OK

Step 7

Prompt customer to sign the receipt



Pre-Authorisation completion (continued)

Step 8

Remove card from the terminal if inserted

Step 9

Verify the customer’s signature with the signature on the card. If this is correct, press YES

Step 10

Press YES to print the customer receipt if required

7

Surcharge

Merchants have the ability to charge customers an additional fee for paying by debit or credit cards – surcharging. The surcharge can be either a ﬁxed fee or a percentage fee based on the value of the transaction.

A surcharge ﬁxed fee amount that is greater than $ or a percentage amount greater than 1% is prohibited by the terminal.

If you do decide to charge customers a fee for paying by a debit or credit card you will need to make sure you do not act in a misleading or deceptive way.

You should ensure customers are aware of the following:

• Customer are aware of the extra charge.

• How much it will be before the transaction is entered into.

This can be done in many ways, including in-store notices or prominent messages on bills. Customers can choose whether to pay the card fee or to use another form of payment; eg. cash. The customer will have the option on the terminal screen to not accept the surcharge and cancel the transaction.

8

Surcharge – Turn on/off

Step 1

Press the MENU button on the home screen

Step 2

Enter 12. Surcharge then press SELECT

Step 3

The terminal will display the current status and ask if you would like to change it.

Select YES to make changes to the surcharge status

Select NO to return to idle screen

Step 4

For your terminal to calculate and apply the surcharge amount, press ENABLE

To turn off the surcharge calculation, press DISABLE



Surcharge and Card Acceptance Set-up

Step 1

Press the MENU button on the home screen

Step 2

Enter 12. Surcharge then press SELECT

Step 3

Press YES to make changes to surcharge values.

Step 4

Press ENABLE

0

Surcharge and Card Acceptance Set-up (continued)

Step 5

Scroll to the card type. For example 2.

Visa CR then press SELECT

Step 6

Press YES to ACCEPT these types of cards on your terminal

Press NO to cancel and return to the home screen

Step 7

Press YES to set up SURCHARGE for these types of cards on your terminal

Press NO to cancel and return to the home screen

1

Surcharge and Card Acceptance Set-up (continued)

Step 8

Choose whether you want the surcharge amount to be a ﬁxed fee or a % of the

total then press SELECT

Step 9

Enter a percentage amount (max 1%) or a ﬁxed fee amount (max $.00). Press OK

Step 10

Check the conﬁrmation screen and press

YES to conﬁrm or NO to cancel

Step 11

Repeat these steps for each card type, account type and surcharge method you want applied.

Press CANCEL to exit menu and print a report listing each card type your terminal accepts with the ﬁxed amount or percentage fee that applies where applicable.



Shift Totals

This function allows you to determine the total value of transactions since the last re-set.

Step 1

Press the MENU button on the home screen

Step 2

Enter 8. Shift Totals then press SELECT

Step 3

Press YES to reset shift totals or NO to print current shift totals

Step 4

Press YES if the shift totals printed properly or NO to print the shift totals again



Balance Enquiry

An account balance can only be obtained for NAB cardholders (Savings or Cheque).

Step 1

Press the MENU button on the home screen

Step 2

Enter 16. Other Transactions menu and press SELECT

Step 3

Press 4. Balance Enquiry then press SELECT

Step 4

Prompt customer to SWIPE or INSERT card



Balance Enquiry (continued)

Step 5

Prompt customer to select an account

Step 6

Prompt customer to enter their PIN and to press OK

Step 7

The current balance and available funds will be displayed. Press OK to continue and remove card if inserted



Void

This function allows the last transaction performed to be cancelled. This is an optional feature and can be added or removed by contacting the Merchant Service Centre.

A void transaction will not appear on the Merchant Statement, Settlement report or on the cardholder’s statement.

Step 1

Press the MENU button on the home screen

Step 2

Enter 16. Other Transactions menu

Step 3

Press 1. Void then SELECT

Step 4

Enter the merchant password and press OK



Void (continued)

Step 5

Review the Void Transaction screen and press YES to void the transaction or NO to cancel and return to the home screen

Step 6

An acknowledgement will be displayed once the transaction has been voided

Press YES to print the customer receipt if required

7

Change Merchant Password

This function allows you to change the Merchant password which is used to access some functions such as Refunds and Voids.

Step 1

Press the MENU button on the home screen

Step 2

Enter 15. Password Change then press SELECT

Step 3

Press 1. Merchant Password then SELECT

Step 4

Enter the existing Merchant password and press OK

If unknown, the Merchant password can be obtained by calling the Merchant Service Centre on 100  8

8

Change Merchant Password (continued)

Step 5

Enter a new Merchant password and press OK

Step 6

Enter the new Merchant password again to conﬁrm and press OK

Step 7

An acknowledgement will be displayed once the Merchant password has been changed



Change Terminal Password

This function allows you to change the Terminal password which is used to unlock the terminal.

Step 1

Press the MENU button on the home screen

Step 2

Enter 15. Password Change then press SELECT

Step 3

Press 2. Terminal Password then SELECT

Step 4

Enter the existing Terminal password and press OK

If unknown, the Terminal password can be obtained by calling the Merchant Service Centre on 100  8

0

Change Terminal Password (continued)

Step 5

Enter a new Terminal password and press OK

Step 6

Enter the new Terminal password again to conﬁrm and press OK

Step 7

An acknowledgement will be displayed once the Terminal password has been changed

1

Keyboard Lock

Step 1

Press the MENU button on the home screen

Step 2

Enter 13. Keyboard Lock then press SELECT

Step 3

Press YES to lock the terminal

Step 4

Enter your  digit Terminal Password to unlock the terminal



Stationery Order (ordering receipt rolls)

You may order receipt rolls directly from your terminal. The stationery order will not be sent straight away, it will be sent after a logon or the next ﬁnancial transaction. You will receive an order of 0 rolls within - business days.

Step 1

Press the MENU button on the home screen

Step 2

Enter 10 to choose Stationery Order then press SELECT

Step 3

Press YES to order terminal receipt rolls or NO to return to the home screen

Step 4

A receipt will print advising stationery order has been placed



Fallback procedure

In the event of the terminal being unable to communicate with NAB, it will default to a ‘fallback’ situation.

Amounts above your ﬂoor limit require an authorisation number to be obtained from the appropriate authorisation centre and entered when requested into the terminal.

For authorisations call

Credit Cards 1  1

Debit Cards 100  8



UnionPay Cards – effective February 2013

UnionPay is a card scheme that originated in mainland China and also operates throughout parts of Asia. UnionPay issues both debit and credit cards which can be accepted at selected merchants across Australia.

Processing UnionPay transactions

All UnionPay cards must be swiped through the terminal card reader to initiate the transaction.

Veriﬁcation method

Debit card PIN & signature are mandatory Credit card PIN & signature OR signature only

Authorisation

All UnionPay transactions are authorised online by UnionPay.

Fallback & manual transactions

There are no ﬂoor limits (ie. zero ﬂoor limit) as UnionPay does not permit fallback or manual transactions.

Functionality

The functionality that is available on EFTPOS terminals for UnionPay transactions are:

– Purchase

– Refund

– Pre-Authorisation

– Pre-Authorisation Completion

– Pre-Authorisation Cancellation

– Pre-Authorisation Completion Cancellation

Cash-out, Tipping and Void functions are not available with UnionPay cards.



UnionPay Refunds

• The Auth ID, RRN and purchase date from the original purchase need to be entered

• Multiple refunds can be done against a purchase on a UnionPay card, however the total amount refunded must not exceed the original purchase amount

• Refunds can be actioned up to 0 days from the transaction date and are credited back to the cardholder within  business days

• Refunds must be returned to the same account that the original purchase was sourced from

• If the refund cannot be matched with the original purchase and is within the 0 days then the merchant must not provide a refund in any other form; eg. paper transaction

• The cardholder must dispute the transaction upon returning to mainland China.

Auth IDs for matching Pre-Authorisations & Pre-Authorisation Completions

• UnionPay does not provide the same Auth IDs for corresponding Pre-Authorisation and Pre-Authorisation Completion. Therefore the transaction receipts will show different Auth IDs.

Pre-Authorisation Cancellations

• UnionPay allows the cardholder to cancel the original Pre-Authorisation which is allowed for up to 0 days from the date of the original Pre-Authorisation

• The merchant must enter the Auth ID, RRN and the Auth date from the original Pre-Authorisation to enable the cancellation to be matched with the original Pre-Authorisation

• The cancellation requires both PIN and signature veriﬁcation.

Pre-Authorisation Completion Cancellations

• UnionPay allows the cardholder to cancel the Pre-Authorisation Completion

• This is only allowed for the same settlement day as the Pre-Authorisation Completion

• The merchant must enter the Auth ID, RRN and the Auth date from the Pre-Authorisation Completion to enable the cancellation to be matched with the Pre-Authorisation Completion

• The cancellation requires both PIN and signature veriﬁcation.



Examples of UnionPay cards

Type of UnionPay cards Example Note

Credit

Cards with hologram are UnionPay Credit Cards

Debit

No hologram is a Debit Card

7

Manual backup procedure

Manual backup procedures involve the use of the manual imprinter and vouchers.

This procedure should only be used in the following circumstances:

– A card is inserted, swiped or key entered (if function enabled) and the terminal

responds with an error message

– When the message Cannot Connect to Host is displayed. This response means the

terminal cannot contact the issuer of the card for authorisation

– When you are prompted by your terminal

– When the refund transaction amount exceeds either your transaction or terminal limit

Do not use manual backup procedure for any of the following situations:

– Declined (exception; issuer not available)

– Faulty card

– Invalid card

– Expired card

– Card number error

– Retain card

If you have any doubts on whether you should use the manual backup procedure, please call the Merchant Service Centre.

However, for many of these messages, the Merchant Service Centre cannot assist any further as the details of speciﬁc cardholders cannot be revealed for privacy reasons. For example, if a transaction is declined due to lack of funds, this will not be advised to you.

Authorisation of above ﬂoor limit manual transaction

Where a manual transaction amount exceeds your ﬂoor limit, you must obtain telephone authorisation from the appropriate authorisation centre.

8

Merchant requirements to ensure transactions are valid

1. For all manual transactions:

a. Always try the transactions through the terminal ﬁrst

b. Check the card is being used after its ‘valid from’ date and before its

‘valid to’ date

c. Ensure that the card imprint is legible and complete

d. Obtain authorisation for above ﬂoor limit transaction amounts

e. Ensure the cardholder’s name matches the cardholder’s gender

. For any signature based transaction, verify that the cardholder’s signature

matches the signature on the card. If the signature does not match, or you are suspicious of the sale, contact the appropriate authorisation centre

. Ensure the accuracy of any card information keyed into the pin pad

. Retain your electronic transaction receipts and manual transaction vouchers

for a period of not less than eighteen months

If any of these conditions are not met, it is possible that the transaction may be invalid and the merchant account debited for the value of the disputed transaction.



Termination of EFTPOS merchant service

Should you elect to terminate your EFTPOS merchant service with NAB, you will need to return all the terminals, printers, power packs and cabling to your nearest NAB branch. You will also need to return your imprinter and any unused stationery.

A fee may be charged for early termination/closure or where all equipment is not returned to NAB.

A merchant closure form will be completed by the branch or by your Banker. You will be given a copy of this form as your ofﬁcial receipt and this receipt should be held for future reference should you be charged fees that you consider are not correct.

Failure to complete this process will see fees continue to be charged to your account until completion.

Fees will be charged in accordance with the Merchant Agreement and Letter of Offer. Terminal rental fees are charged per calendar month or part thereof. There are no refunds or pro rata calculation of terminal rental fees should you return a terminal or terminate your Merchant Agreement part way through a billing period.

Notes:

7

Nab EFTPOS Mobile, EFTPOS Countertop User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual