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Suncorp
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Move2500
Quick Reference Manual
52 pgs650.46 Kb0

Suncorp Move2500, Move5000 Quick Reference Manual

EFTPOS Merchant Facilities —
Quick Reference Guide Move2500/Move5000
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How to Use this Guide
This handy Quick Reference Guide has been designed to give you step-by-step, easy-to­follow instructions on how to correctly use your Suncorp EFTPOS terminal. Simply go to the appropriate section, which has been tabbed for your convenience, and follow the user-friendly advice. There’s also a Troubleshooting section to help you out with common problems, and a list of contacts to call if you need a helping hand or further information.
Thank you for choosing Suncorp EFTPOS. We look forward to helping you receive, pay and boost your revenue with our smart payment solutions.
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Contents
How to Use this Guide 2
Contact Details 5
Contact Details 6
Terminal Overview 7
Countertop Terminal Keyboard Layout 8 Mobile Terminal Keyboard Layout 8 Turning the Move 5000 ON and OFF 9 Accessing the Menu 9 Ways to Process Transactions 9 Contactless Functionality 10
Transaction Processing Retail 11
Debit Card Purchase 12 Debit Card Purchase with Cash Out 12 Debit Card Cash Out Only 13 Credit Card/Charge Card Purchase 13 Refund 14 MOTO (Mail Order/ Telephone Order) transaction** 14 Void 15
Transaction Processing Restaurant 17
Debit Card Purchase 18 Debit Card Purchase with Cash Out 19 Debit Card Cash Out Only 20 Credit Card/Charge Card Purchase 20 Refund 21 MOTO (Mail Order/ Telephone Order) transaction** 22 Void 23 Enable User ID 23 Disable User ID 23 User ID Tip Report 24
Transaction Processing Hospitality/Accommodation/Pre Authorisation 25
Debit Card Purchase 26 Debit Card Purchase with Cash Out 26 Debit Card Cash Out Only 27 Credit Card/Charge Card Purchase 27 Refund 28 MOTO (Mail Order/ Telephone Order) transaction** 29 Void 30 rad Pre-Authorisation 30 Pre-Authorisation Completion 31
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Merchant Functions 33
Ordering Stationery 34 Batch Totals 34 Audit and Summary Report 34 Receipt Reprint 35 Last Settlement Reprint 35 Manual Settlement 35 Surcharging 35 Setting Surcharging 36 Taxi Application 37 Replacing the Paper Roll 38 Changing the Passwords 39 Terminal Response Messages 40
Fraud Prevention Tips 41
Security & Chargeback Tips 42
Troubleshooting 45
Terminal Care and Troubleshooting 46
Manual Transaction Processing 47
Manual Transaction Processing 48 Processing a Fallback Transaction Voucher 48 Accepting payment via a Fallback Transaction Voucher 49 Processing Fallback Transaction Vouchers 50
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Contact Details
Here are some handy contact numbers to help make using your Suncorp EFTPOS terminalaseasy as possible.
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Contact Details
Merchant Terminal Faults
1800 836 055 (24 hours a day, 7 days a week)
Please have the following information ready:
— merchant number — terminal number
Other Merchant Enquiries (Account Queries/Changes)
13 11 55 (Monday to Friday 8:30am – 5:00pm AEST except Brisbane public holidays)
Please have the following information ready:
— merchant number — terminal number
Manual Authorisations – Visa and MasterCards
1300 301 221 (24 hours a day, 7 days a week)
Please have the following information ready:
— merchant number — card details – card number, expiry date — transaction amount
Manual Authorisations – Debit Cards
1800 836 055 (24 hours a day, 7 days a week)
Please have the following information ready:
— merchant number — terminal number — transaction amount
Chargeback Queries
07 3135 2988 Option 1 (Monday to Friday 8:30am – 5:00pm AEST except Brisbane public holidays)
Fax: (07) 3031 2615
Please have the following information ready:
— your name — merchant number — case number — nature of query
American Express
1300 363 614
Diners Club
1300 360 060
Stationery Ordering
Stationery can be ordered either on your EFTPOS terminal or by placing an online order on Suncorp Banks’ website www.suncorp.com.au/banking. See section on ordering stationery in this Quick Reference Guide.
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Terminal Overview
The Terminal Overview provides information on the functionality of the buttons on yourEFTPOS Terminal and how to initiate a transaction.
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Countertop Terminal Keyboard Layout
MENU button
Enter key
Backspace/Clear key
Cancel key
Mobile Terminal Keyboard Layout
MENU button
Enter key
Backspace/Clear key
Cancel key
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Turning the Move 5000 ON and OFF
Turning the terminal OFF
— Press the Func and Clear button on the terminal simultaneously.
Turning the terminal ON
— Press the Enter button or place the terminal in the docking station connected to power.
Accessing the Menu
Mobile EFTPOS Terminal (Move5000) Countertop EFTPOS Terminal (Move2500)
Press the MENU button on the right hand side of the terminal below the screen
Press the MENU button on the right hand side of the terminal below the screen
Ways to Process Transactions
Cards can be processed on the EFTPOS terminal in the following ways:
— Tap using the Contactless Functionality
Tap the contactless-enabled card against the contactless sign on the printer cover. Apple Pay, Google Pay, Samsung Pay and other "Pays" are accepted in the same manner as contactless enabled cards.
— Insert using the chip
Hold the card face-up with the chip towards the EFTPOS terminal; insert the card as far as it will go into the chip reader on the EFTPOS terminal. The card must remain in the EFTPOS terminal until prompted to remove the card. If there is an error reading the chip on the customer’s card, the EFTPOS terminal may prompt you to swipe the card.
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— Swipe using the magnetic stripe
Hold the card upside-down with the magnetic stripe facing inwards, swipe the card smoothly through the card reader of the EFTPOS terminal. If you swipe a chip card through the EFTPOS terminal, you will be prompted to insert the card into the chip reader on the EFTPOS terminal.
Contactless Functionality
Your customer’s card must have the following symbol to use the Contactless Functionality.
Processing transactions using Contactless Functionality
— Dependant on the issuer rules, the customer will not be required to enter a PIN or sign
the receipt if the transaction is under $100.
— If the transaction is over $100, the customer will be required to enter a PIN or sign the
merchant receipt.
— Apple Pay, Google Pay, Samsung Pay and other "Pays" transactions can also be processed
on the EFTPOS terminal.
The Suncorp EFTPOS terminal has the ability to process the following Credit/Charge Cards:
— MasterCard. — Visa. — American Express. — Diners Club. — JCB Cards.
Processing of American Express, Diners Club and JCB charge card transactions can only occur once you obtain Suncorp’s approval and you have entered into separate agreements with these specific organisations. Please advise Suncorp of the establishment numbers for each organisation and your intent to process charge card transactions through your Suncorp terminal.
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Transaction Processing Retail
This section outlines Suncorp EFTPOS Terminal functions that are specifically relevanttoRetail merchants including newsagents, convenience stores, supermarkets andpharmacies, as well as Professional Practices.
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Debit Card Purchase
— Type in the Sale Amount.
— Press Enter.
— The screen will display PRESENT CARD - Prompt the customer to Tap, Insert or Swipe
their card.*
— If the screen displays - Select the account type – request the customer to make this
selection.
— The terminal will ask the customer to type in their PIN and press Enter.
— If Approved, the terminal will print the merchant receipt.
— Remove the merchant receipt and press Enter or Yes to print the customer receipt
(ifrequired).
— Ensure that the transaction receipt says ‘APPROVED’.
— Hand the Customer Copy receipt to the customer (if required).
* Dependant on functionality available on the customer’s card.
Debit Card Purchase with Cash Out
— Type in the Sale Amount.
— Press Enter.
— Type in the Cash Amount.
— Press Enter.
— Prompt the customer to Insert or Swipe their card.*
— If the screen displays - Select the account type – request the customer to make this
selection.
— The terminal will ask the customer to type in their PIN and press Enter.
— If Approved, the terminal will print the merchant receipt.
— Remove the merchant receipt and press Enter or Yes to print the customer receipt
(ifrequired).
— Ensure that the transaction receipt says ‘APPROVED’.
— Hand the Customer Copy receipt to the customer (if required) with the cash.
* Dependant on functionality available on the customer’s card. Remember to clearly display your Cash out Policy. Cash out cannot be performed on a Credit card.
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Transaction Processing Retail
Debit Card Cash Out Only
— Press the MENU button from the Home screen.
— Select 1 for Transaction.
— Select Cash out.
— Type in the Cash out amount.
— Press Enter.
— Prompt the customer to Insert or Swipe their card.*
— If the screen displays - Select the account type – request the customer to make this
selection.
— The terminal will ask the customer to type in their PIN and press Enter.
— If Approved, the terminal will print the merchant receipt.
— Remove the merchant receipt and press Enter or Yes to print the customer receipt
(ifrequired).
— Ensure that the transaction receipt says ‘APPROVED’.
— Hand the Customer Copy receipt to the customer (if required).
Cash out cannot be performed on a Credit Card. Remember to clearly display your Cash out Policy. * Dependant on the functionality available on the customer’s card.
Credit Card/Charge Card Purchase
— Type in the Sale Amount.
— Press Enter.
— The screen will display PRESENT CARD - Prompt the customer to Tap, Insert or Swipe
their card.*
— If the screen displays -Select the account type - request the customer to make this
selection.
— The terminal will ask the customer to type in their PIN number and press Enter or press
Enter for the customer to sign the receipt (if prompted to do so).
— If Approved, the terminal will print the merchant receipt.
— Remove the merchant receipt, hand to the customer to sign the receipt (if prompted to
doso by the terminal).**
— Press Enter or Yes to print the customer receipt (if required).
— Ensure that the transaction receipt says ‘APPROVED’.
— Hand the Customer Copy receipt to the customer (if required).
* Dependant on the functionality available on the customers card. **Always verif y the customer’s signature if not a PIN transaction.
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Refund
— Press the MENU button from the Home screen.
— Select 1 for Transaction.
— Select Refund.
— Type in the Refund Amount.
— Press Enter.
— Type in your Refund password.
— Press Enter.
— Prompt the customer to Insert or Swipe their card.*
— Select the account type - request the customer to make this selection (if prompted to
doso).
— The terminal will ask the customer to type in their PIN number and press Enter or press
Enter for the customer to sign the receipt.
— If Approved, the terminal will print the merchant receipt.
— Remove the merchant receipt, hand to the customer to sign the receipt (if prompted to
doso by the terminal).**
— Ensure that the transaction receipt says ‘APPROVED’.
— Press Enter or Yes to print the customer receipt (if required).
— Hand the Customer Copy receipt to the customer (if required).
* Dependant on functionality available on the customers card. **Always verif y the signature if not a PIN transaction, press Enter to confirm the signature. Do not disclose your Refund password to any unauthorised people.
MOTO (Mail Order/Telephone Order) transaction**
Follow these steps when a Mail or Telephone Order is received (Cardholder is not present at the time of sale)
— Press the MENU button
from the Home screen.
— Select 1 for Transaction.
— Select MOTO.
— Type in the Amount.
— Press Enter.
— Type in the full card number.
— Press Enter.
— Type in the Expiry Date.
— Press Enter.
— Type in CCV number from the card (last 3 digits on the back of the card*- if available and
requested by the terminal).
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Transaction Processing Retail
— Press Enter.
— Select one of the following 2 options:
1. Telephone Order
2. Mail Order
— Confirm the amount, press Enter for Yes or Cancel button for No.
— If Approved, the terminal will print the merchant receipt.
— Remove the merchant receipt.
— Press Enter or Yes to print the customer receipt (if required).
— Ensure that the transaction receipt says ‘APPROVED’.
*Visa and MasterCard Credit Cards. **If the card holder is present and their card cannot be tapped, inserted or swiped request an alternate payment method. This function can only be performed using Credit Cards. This functionality is only available if enabled on your merchant profile.
Void
— Press the MENU button from the Home screen.
— Select 3 for Batch.
— Select 5 for Void.
— Type in the invoice number of the transaction to be voided.
— Press Enter.
— Type in your Void password.
— Press Enter.
— The terminal will ask you to confirm the Transaction to be Voided.
— Press the Enter button for Yes or Cancel button for No.
— The terminal will print you a merchant receipt indicating the VOIDED sale.
— The terminal will display - Verify Signature Correct?
— Press the Enter or Yes button to confirm the signature is correct.
— Press the Enter or Yes button to print a customer receipt (if required).
Do not disclose your Void password to any unauthorized people. Only Credit card transactions can be voided. A voided transaction will not appear on the merchant statement, cardholder statement or settlement report. You can only void a transaction that is in the current day’s batch and it can only be voided prior to settlement.
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