ANZ multiPos Operating Instructions Manual Download | Manualshive

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1. Welcome

We are excited to welcome you as an ANZ Merchant and look forward to a long
association with you.

This Operating Guide provides you with information on cards you can accept, ways to
reduce fraud and what to do if errors or disputes are incurred. Clear and easy-to-follow
instructions on how to process Transactions via your ANZ Terminal are provided by
showing the terminal screen displays and instructions on what you need to do when
you see these display screens.

Please take time to read this manual thoroughly and ensure that your staff read it too.

1.1 Merchant Agreement

Your ANZ Merchant Agreement contains valuable information and important
requirements relating to operating procedures. Instructions in this Merchant Operating
Guide form part of the ANZ Merchant Agreement and may be varied or replaced by ANZ
at any time.

ANZ strongly recommends that you follow the security checks and procedures in this
guide to assist in identifying and minimising fraudulent, invalid or unacceptable
Transactions.

ANZ may conduct an investigation if a Transaction is believed to be fraudulent. The
operators of the applicable card schemes may also conduct their own investigations.

Your Merchant Agreement outlines the circumstances in which you will be liable for
such Transactions. If it is found that you have processed invalid or unacceptable
Transactions, you may be liable for the value of those Transactions. Please refer to
your Merchant Agreement for more details.

1.2 Important Contact Details

ANZ Merchant Services (24 hours/7 days a week):

1800 039 025 or [email protected]

Online Stationery Ordering:

www.anz.com/merchantconnect

Authorisation Centre:
-

Credit Cards (Visa and MasterCard

®

)

1800 999 205

-

Charge Cards (Diners Club)

1800 331 112

-

Charge Cards (American Express/JCB)

1300 363 614

-

Debit Cards (Cheque/Savings Accounts)

1800 039 025

NOTE:

Calls to 1800 numbers from a mobile phone will incur normal mobile phone charges.

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Summary of Contents for multiPos

Page 1: ...ltiPOS Turbo and mulitPOS Mobile Terminals Australia s Merchant Specialist Merchant Trading Name ___________________________ Merchant Identification Number ____________________ Terminal Identification Number _____________________ ...

Page 2: ......

Page 3: ...tionary 7 6 Fraud Minimisation 8 7 Errors and Disputes 12 7 1 Typical Causes of Returns and Corrections 12 7 2 Chargebacks 12 8 multiPOS Turbo 13 8 1 Terminal Features 13 8 2 Terminal Keypad 13 8 3 Card Reader 14 8 4 How to Load Printer Paper 15 9 multiPOS Mobile 16 9 1 Terminal Features 16 9 2 Terminal Keypad 16 9 3 Card Reader 17 9 4 How to Load paper 17 9 5 Charge and Communication Points 18 9 ...

Page 4: ...k Processing EFB 35 15 Manual Transaction Processing 41 15 1 Paper Voucher Processing 41 15 2 Handkey Manual Entry Processing 47 16 Mail Telephone and eCommerce Order Processing 49 16 1 How to Process a Mail Order Transaction 49 16 2 How to Process a Telephone Order Transaction 51 16 3 How to Process a eCommerce Order Transaction 53 17 Optional Features 55 17 1 Tip Transactions 55 17 2 Pre Authori...

Page 5: ...ds that you follow the security checks and procedures in this guide to assist in identifying and minimising fraudulent invalid or unacceptable Transactions ANZ may conduct an investigation if a Transaction is believed to be fraudulent The operators of the applicable card schemes may also conduct their own investigations Your Merchant Agreement outlines the circumstances in which you will be liable...

Page 6: ...ayment If the customer cannot pay the goods should be reclaimed For goods that cannot be reclaimed eg food items petrol etc request photographic identification such as a Driver s Licence or take a description of the person and arrange with the customer to provide an alternative method of payment If unsuccessful report the incident to the Police 1 4 Floor Limits A Floor Limit is a dollar amount set...

Page 7: ... your Authorised Floor Limit you risk the Transaction being charged back When you contact the Authorisation Centre a Transaction will be approved or declined If declined please advise the customer to contact the Card Issuer and seek an alternative method of payment NOTE An alpha character may be provided as part of the approval code Select the numeric key corresponding to the alpha character and p...

Page 8: ...of your business Mailing address Ownership Bank branch banking details Telephone or fax numbers Should your business be sold cease to trade or no longer require an ANZ Merchant Facility please return all stationery promotional material Transaction Vouchers Card Imprinters and equipment including Electronic Terminals supplied in connection with your Merchant Agreement to the location designated by ...

Page 9: ...ds require a PIN if processed through a terminal to operate If they are processed using Electronic or Paper Fallback a signature would then be used Debit Cards Scheme issued Cardholders possessing a MasterCard or Visa debit card can select whether they use a PIN or signature for their Transaction Depending on the particular card that is used the terminal may prompt for signature only The cardholde...

Page 10: ... Summary Card is required when you imprint your Merchant Summary Voucher for Manual Credit Card Transactions and as a reference for your ANZ Merchant Identification Number MID 4 Equipment Maintenance It is your responsibility to provide a clean operating environment for your terminal Liquids and dust may damage the terminal components and can prevent it from operating To order a Magnetic Stripe Ca...

Page 11: ...Credit Card Sales Vouchers 25 x Credit Card Refund Vouchers 25 x Merchant Summary Vouchers 25 x Cheque Savings Summary Envelopes 25 x Cheque Savings Sales Vouchers 25 x Cheque Savings Refund Vouchers 25 x EftPOS Summary Vouchers Magnetic Stripe Card Reader Cleaner To re order stationery please visit www anz com merchantconnect or contact ANZ Merchant Services on 1800 039 025 ...

Page 12: ...ng time Try to rush you or distract you Carry the card loose or by itself Have no means of identification Make numerous purchases under your Authorised Floor Limit Make purchases without regard to size quality or price of goods Ask to split Transactions into smaller amounts Ask for Transactions to be manually entered Sign the Voucher or Transaction Voucher slowly or unnaturally If You Are Suspicio...

Page 13: ...es a card can only be used from the first day of the valid from month to the last day of the until end month Cards should look 3 dimensional and contain familiar security features such as a hologram signature panel and CVC explanation to follow It should not appear suspicious or be made of inferior material Embossed Cards The cardholder name and number should be raised and not flattened unless it ...

Page 14: ...k the card number details against those printed on the Transaction Record Ensure that Approved or an approval number code is printed on the Transaction Record Fraud Minimisation for Debit Cards The following procedures are vital in helping you identify and minimise fraudulent debit card Transactions via your Merchant Facility Debit Transactions are to be processed by swiping the presented card and...

Page 15: ...fied NOTE The correct Paper Voucher should be used for the type of card being used and account being accessed Please ensure you are using the correct Vouchers before processing the Manual Transaction for more information please refer to section 15 1 Authorisation must be obtained for all Transactions over your Authorised Floor Limit For more information on Authorised Floor Limits refer to section ...

Page 16: ... as stated in this Merchant Operating Guide or in the General Conditions of your ANZ Merchant Agreement NOTE You must retain information about a Transaction whether processed manually or electronically for a period of 30 months from the date of the Transaction or such other period required by Law or notified by ANZ Chargebacks can occur for a number of reasons A Transaction has been processed usin...

Page 17: ...ic screen with large graphic display 18 key backlit keypad and thermal easy loading printer 8 2 Terminal Keypad SOFT FUNCTION KEYS CHQ Green SAV Green and CR Red These soft function keys allow you to access the particular account type required They are also used as function keys for special features such as security NUMBER KEYS Black Use the number keys to enter in the Transaction amounts Authoris...

Page 18: ...s through the Transaction steps if an error is made FUNC Black Use the FUNC key to access the terminals function menus and Manual Handkey processing FEED Black Use the FEED key to perform a 20mm paper feed 8 3 Card Reader Magnetic Stripe Card Reader The card can be read via the Magnetic Stripe Card Reader located on the right hand side of the terminal The card can be read by swiping from the top t...

Page 19: ...ve the empty paper roll Drop in the new paper roll with the cut end of the roll protruding from underneath No feeding of the paper through rollers is required Firmly close the cover turn the terminal power on and press the paper FEED button NOTE Do not tamper with or remove the terminal housing FEED key Metal blade to tear off paper Paper compartment cover ...

Page 20: ...lso confirms that all values and details including signatures and PINs are correct in the EFT portion of the purchase cash out refer to section 12 and refund Transactions refer to section 13 It confirms that the Transaction can be sent to the Bank for verification and approval It is also used to cycle forward through the soft function key menus CANCEL Red The CANCEL key is used to cancel the curre...

Page 21: ...ng Chip Card Reader Insert the Chip credit or debit card horizontally into the bottom of the terminal with the metal chip facing upwards Leave the Chip Card in this position throughout the Transaction The Chip credit or debit card can be removed from the terminal when signature verification is required or as instructed by the terminal 9 4 How to Load Printer Paper Lift the paper compartment cover ...

Page 22: ...ling on the terminal s display indicates that charging is in progress Before commencing a shift it is important to fully charge the battery to ensure the maximum number of Transaction can be completed The terminal has a power down default of 10 minutes to help conserve battery life The power down feature allows the terminal to switch off automatically after 10 minutes of inactivity Timing can be a...

Page 23: ...h your vehicle manufacturer to determine if on board electronic equipment is adequately shielded from radio frequency energy Medical Electronic Equipment Please consult the manufacturer of any personal medical devices such as pacemakers or hearing aids to determine if they are adequately shielded from any external radio frequency energy You must turn off your terminal in health care facilities if ...

Page 24: ...ing areas such as petrol stations below decks on boats fuel or chemical transfer or storage facilities and areas where the air contains chemicals or particles such as grain dust or metal powders Please ensure that you do not transport or store flammable gas liquid or explosives in the same compartment as your terminal Before using your terminal in a vehicle powered by liquefied petroleum gas such ...

Page 25: ...tPOS Merchant Card must be used to exit Security Mode Please ensure that the card is available prior to entering Security Mode How to Enter Security Mode From the start screen keep pressing ENTER until the Supervisor screen is displayed Select XTRA from the menu by pressing the CHQ soft function key Press 1 to enter Security Mode Press ENTER to confirm Security Mode is required This screen will di...

Page 26: ...rd The start screen will be displayed to begin Transactions 10 3 Training Mode Training mode is an ideal tool for familiarising yourself and your staff with basic multiPOS functions NOTE Only magnetic stripe Transaction training is supported How to Enter Training Mode Press the FUNC key Key in 9999 then press ENTER Press ENTER ...

Page 27: ...Y NOT A VALID TRANSACTION The message lines at the bottom of the receipt will not be printed and the Terminal ID will always be 12345678901 Log on Transaction totals settlement and reprint receipt functions are available in training mode NOTE Remember to exit Training Mode to process live Transactions How to Exit Training Mode Press the FUNC key Key in 9999 then press ENTER Press CLEAR The start s...

Page 28: ...s correct and accept by pressing ENTER Select CHQ for cheque account or SAV for savings account The selected account is displayed Have the cardholder enter their PIN then press ENTER Please ensure that you check for approval of the Transaction before completing the sale Press ENTER to print the customer copy or CLEAR to return to the start screen NOTE If the Transaction is rejected the terminal di...

Page 29: ...pressing ENTER Select CR for credit account The selected account is displayed Have the cardholder enter their PIN if known then press ENTER or just press ENTER The terminal prints a signature record Have the customer sign this and compare it to the signature on the reverse of the customer s card TOTAL AMOUNT 600 00 CASH OUT AMOUNT 0 00 PURCHASE AMOUNT 600 00 01 01 2005 12 08 SWIPE OR INSERT CARD S...

Page 30: ...pproved and the terminal will return to the start screen 11 3 How to Process a Credit Purchase Transaction using a Chip Card The process below provides a sample of a typical chip based Transaction Please be aware that there may be variances in the Transaction flow based on the card configuration chosen by the Card Issuer Please ensure the terminal prompts are followed at all times and the cardhold...

Page 31: ...completing the sale If rejected the terminal displays an error message outlining the reason Notify the customer advise them to contact their Card Issuer and seek an alternative form of payment If the Transaction is cancelled the terminal will also print out a second merchant Transaction Record with TRANSACTION CANCELLED TL and SIGNATURE ERROR printed on the bottom of the receipt No signatures are ...

Page 32: ...s displayed if the card needs to be removed from the terminal The terminal requires the Chip Card to be inserted during the Transaction Displays when there are no applications on the Chip Card supported by the terminal If magnetic stripe fallback is supported the terminal will prompt to swipe the card Remove the card from the Chip Reader and swipe it through the Magnetic Stripe Card Reader NAME re...

Page 33: ...t CASH by pressing the SAV soft function key Key in the cash out amount then press ENTER Verify the amount is correct and accept by pressing ENTER Swipe or insert the cardholder s card Magnetic Stripe cards are to be swiped through the Magnetic Stripe Card Reader whereas Chip Cards are to be inserted and left in the Chip Card Reader Select the appropriate account type CHQ for cheque SAV for saving...

Page 34: ...ing the reason Notify the customer advise them to contact their Card Issuer and seek an alternative form of payment If the Transaction is cancelled the terminal will also print out a second merchant Transaction Record with TRANSACTION CANCELLED TL printed on the bottom of the receipt Press ENTER to print a customer copy or CLEAR to return to the start screen CUSTOMER COPY ENTER OR CLEAR APPROVED P...

Page 35: ... Currency section 17 3 How to Process a Cheque or Savings Refund Transaction Perform card security checks then press ENTER Scroll through to ANZ EftPOS screen by pressing ENTER and then select RFND by pressing the CR soft function key Swipe your multiPOS and EftPOS Merchant Card refer to section 3 for more information Key in the refund amount then press ENTER Verify the amount is correct and accep...

Page 36: ...reen Hand the customer their copy of the Transaction Record and their card How to Process a Credit Refund Transaction including Chip Card Refunds Perform card security checks then press ENTER Scroll through to ANZ EftPOS screen by pressing ENTER and then select RFND by pressing the CR soft function key Swipe your multiPOS and EftPOS Merchant Card refer to section 3 for more information Key in the ...

Page 37: ...re on the reverse of the customer s card If the signatures match press ENTER If they do not press the CANCEL key to cancel the Transaction If the Transaction is approved a customer Transaction Record will be printed Please check for approval of the Transaction before completing the Refund Hand the customer their copy of the Transaction Record and their card If rejected the terminal will display an...

Page 38: ...isplays when there are no applications on the chip supported by the terminal If magnetic stripe fallback is supported the terminal will prompt to swipe the card Remove the card from the Chip Card Reader and use the Magnetic Stripe Card Reader instead NAME represents the card scheme VISA CREDIT MASTERCARD or AMEX are the different applications that a Transaction may use The cardholder presses ENTER...

Page 39: ...horisation Centre for a manual authorisation A signature is requested on a credit or debit card Transaction The letters EFB are printed on the Merchant Copy of the Transaction Record For each Transaction the terminal will check to see if it is online again Once online the stored Transactions will trickle through for processing on the back of other Transactions The terminal has the capacity to stor...

Page 40: ... If the Transaction amount exceeds your EFB Floor Limit this screen will be displayed Phone the Authorisation Centre Key in the Authorisation Number and press ENTER Please refer to section 1 3 for more information on gaining Authorisation Have the customer sign the merchant copy signature record and compare it to the signature on the reverse of the customer s card The customer copy is printed If t...

Page 41: ...creen How To Process a Credit Purchase Transaction in EFB Perform card security checks then swipe or insert the cardholder s card Magnetic Stripe cards are to be swiped through the Magnetic Stripe Card Reader whereas Chip cards are to be inserted and left in the Chip Card Reader Key in the purchase amount then press ENTER Press ENTER cash out is not available from credit card accounts Verify the a...

Page 42: ...he Transaction Please check for approval of the Transaction before completing the sale If rejected the terminal will display an error message outlining the reason Check the message in the Terminal Error Messages section section 18 and notify the cardholder as appropriate Press ENTER to print the customer copy or CLEAR to return to the start screen If the Transaction is cancelled the terminal will ...

Page 43: ...ported by the terminal If Magnetic Stripe fallback is supported the terminal will prompt to swipe the card Remove the card from the Chip Card Reader and use the Magnetic Stripe Card Reader instead NAME represents the card scheme VISA CREDIT MASTERCARD or AMEX are the different applications that a Transaction may use The cardholder presses ENTER to confirm application selection REMOVE CARD INSERT C...

Page 44: ...hat you clear all EFB Transactions prior to Settlement While the terminal is clearing EFB Transactions you can press CANCEL and process normal online Transactions at any time The remaining or unfinished EFB Transactions are then processed on the back of these online Transactions NOTE If the terminal is rendered inoperable and needs to be swapped out you will be unable to clear Transactions using t...

Page 45: ...risation If the Transaction is approved record the Authorisation Number on the Voucher If the Transaction is declined seek an alternative method of payment and advise the customer to contact their Card Issuer When the Transaction is in order hand the customer the customer copy yellow of the Voucher and their card Retain the Merchant copy for your records and the Bank copy for banking For Refunds I...

Page 46: ...42 Example of a Credit Voucher Example of a Sales Voucher ...

Page 47: ...envelope Bank copies of all Sales and Credit Vouchers Bank copy of Merchant Summary Voucher Adding machine tape if any Do not pin staple clip or fold the envelope contents NOTE Do not include cheques cash or other card scheme Vouchers eg American Express Diners Club or JCB as ANZ cannot process these card types Complete your normal bank deposit slip Record the net amount of your credit card Mercha...

Page 48: ...x on front of Merchant Summary envelope When you bank the Vouchers hand the teller cash or cheque s to the value of the net credit amount Indicate with X if value of credit Vouchers is greater than sales Vouchers Ensure Merchant Summary can be read through envelope windows Visa AMEX JCB Diners Club MasterCard ...

Page 49: ...Vouchers with a completed EftPOS Summary Voucher within three bank business days of the date of the Transactions For Purchases Use an EftPOS Transaction Voucher for cheque and savings account purchases Complete Date and time Customer name if not clearly imprinted Account type CHQ or SAV Amount and description of purchase Amount of cash out Total amount of Transaction Cardholder to sign Voucher See...

Page 50: ...all Transaction and Refund Vouchers Adding machine tape if any No more than 50 Vouchers can be banked with any one EftPOS Merchant Summary Voucher Do not pin staple or clip envelope contents Make sure the envelope only contains Transaction and Refund Vouchers NOTE Do not include cheques cash or other card scheme Vouchers eg American Express Diners Club or JCB as ANZ cannot process these card types...

Page 51: ...ing licence number and expiry date Make an imprint of the credit or debit card using your Imprinter and record these details on the back of your copy of the Sales Voucher You may only handkey credit card details for Mail Telephone Order and eCommerce Processing if authorised by ANZ Processing a Handkey Transaction With A Cardholder Present Credit Cards only Perform card security checks then press ...

Page 52: ...reason refer to section 18 Notify the customer and advise them to contact their Card Issuer Press ENTER to print a customer receipt or Press CLEAR to return to the start screen NOTE If you select CUST you are required to also take an imprint of the credit card Ask the Cardholder for photo ID and record the details on the back of the imprinter Voucher Keep the Voucher with your merchant copy of the...

Page 53: ...tes Authorised dollar amount s to be debited Period that standing authority is valid Contact telephone number Details of the goods or services required Transaction date When the Transaction has been processed promptly dispatch the goods NOTE You must retain information about a Transaction whether processed manually or electronically for a period of 30 months from the date of the Transaction or suc...

Page 54: ...sing the CHQ soft function key Select the nature of the Transaction SNGL Single payment press the CHQ soft function key INST Instalment payment press the SAV soft function key RCUR Recurring payment press the CR soft function key Credit account will automatically be selected Please check for approval of the Transaction before completing the sale If rejected the terminal will display an error messa...

Page 55: ...s Verify the amount is correct and accept by pressing ENTER Instead of swiping or inserting the card at the SWIPE OR INSERT CARD prompt press the FUNC key to manually key the card details Key in the customer s credit card number then press ENTER Key in the expiry date on the credit card then press ENTER To process a Telephone Order select MOTO by pressing the SAV soft function key Select TEL by pr...

Page 56: ...return to the start screen Installment Transactions are Transactions with a fixed installment amount and fixed term with a pre determined expiry date and period These Transactions usually represent mail order goods with installment terms Recurring Transactions occur where a merchant has an ongoing signed authority to process Transactions against a cardholder s credit card account Signed authority ...

Page 57: ...d at the SWIPE OR INSERT CARD prompt press the FUNC key to manually key the card details Key in the customer s credit card number then press ENTER Key in the expiry date on the credit card then press ENTER To process an eCommerce Order select ECOM by pressing the CR key Select the nature of the Transaction SNGL Single payment press the CHQ soft function key INST Instalment payment press the SAV so...

Page 58: ... installment amount and fixed term with a pre determined expiry date and period These Transactions usually represent mail order goods with installment terms Recurring Transactions occur where a merchant has an ongoing signed authority to process Transactions against a cardholder s credit card account Signed authority is required to be able to process a Transaction as recurring If you misrepresent ...

Page 59: ...ction amount To increase your Tip limit please contact ANZ Merchant Services on 1800 039 025 You must first complete and approve a Credit Purchase Transaction to process a Tip Transaction How to Process a Tip Transaction You must first complete and approve a Credit Purchase Transaction to process a Tip Transaction From the start up screen keep pressing ENTER until the TIPPING screen is displayed S...

Page 60: ...s reaching capacity the terminal displays XX representing the amount of full memory The terminal has the capacity to store approximately 500 Tips The terminal will not allow any further Credit Purchase Transactions until all Tips are cleared ANZ recommends prompt processing of Tips to minimise the risk of losing Tips in the event of a terminal malfunction Debit Card Transactions are still availabl...

Page 61: ...ansactions You MUST process and clear all stored Tip Transactions on the same day prior to Settlement Stored Transactions that have not been cleared are deleted from the terminal during Settlement You may choose to Enter all your Tip Transactions at once and process them automatically at the end of the day Trickle feed them through for immediate processing on the back of other purchase Transaction...

Page 62: ...00 039 025 for advice you on how to retrieve and redeem your stored Tip Transactions A stored Tip Transaction is represented by a tilde on the display screen Press the FUNC key Key in the number 88 then press ENTER If EFB is enabled the terminal displays the number of EFB Transactions stored in the terminal Press ENTER For clearing EFB Transactions refer to the Clearing Electronic Fallback EFB Tra...

Page 63: ...and Tip totals for each server made since the last Settlement From this screen keep pressing ENTER until TIPPING is displayed Select TOTL by pressing the CR soft function key to produce a Tip Totals report When printing has completed the terminal returns to the Tipping menu Press CLEAR to return to the start screen TIPPING TIP SERV TOTL TIPPING TIP SERV TOTL 01 01 2005 12 08 SWIPE OR INSERT CARD ...

Page 64: ...ssing the SAV soft function key If SERV is selected this screen is displayed Key in your two digit server ID then press ENTER The server ID number must be between 1 and 20 Enter 01 if no server ID is allowed The terminal will print out a copy of the selected report When the printing has completed the terminal returns to the Tipping menu Press CLEAR to return to the start screen TIPPING TIP SERV TO...

Page 65: ...al rate Applicable tax Mileage rates Other allowable charges eg petrol and extra mileage It is important to estimate Pre Authorisation amounts accurately as cardholder funds are placed on hold The completion amount should be within 15 of the Pre Authorisation Transaction If the completion amount varies by greater than 15 the terminal will display an AMOUNT NOT MATCHED screen In this instance proce...

Page 66: ...in the expiry date then press ENTER Credit account will automatically be selected Have the cardholder enter their PIN if known then press ENTER or if the card allows just press ENTER The terminal prints out a single copy of the Pre Authorisation record Please ensure that the Transaction is approved before completing the Authorisation Return the card to the customer If rejected the terminal will di...

Page 67: ...tion Please insert the Chip Card into the Chip Card Reader Displays when there are no applications on the chip supported by the terminal If magnetic stripe fallback is supported the terminal will prompt to swipe the card through the Magnetic Stripe Card Reader Remove the card from the Chip Card Reader and use the Magnetic Stripe Card Reader instead NAME represents the card scheme VISA CREDIT MASTE...

Page 68: ...her with an itemised bill and obtain the customer s signature This is to protect you in the event that your customer disputes the Transaction The Voucher should be retained for a period of 30 months or other period as required by Law or stated by ANZ The completion should be within 15 of the Pre Authorisation Transaction If the completion varies by greater than 15 the terminal will display an AMOU...

Page 69: ...en press ENTER Credit account will automatically be selected and displayed Press ENTER The terminal prints out the merchant copy of the Completion of Pre Authorisation record Have the customer sign the merchant copy signature record and compare it to the signature on the reverse of the customer s card The customer copy is printed Press ENTER if the signatures match if not press CANCEL to abort the...

Page 70: ...a multiPOS Turbo or multiPOS Mobile terminal Where more than one Pre Authorisation has been performed one or all Transactions may be cancelled You cannot cancel a Pre Authorisation on non ANZ cards Only a cardholder can instruct the Card Issuer to remove the hold on funds in their account Perform card security checks then keep pressing ENTER until the PRE AUTH screen is displayed Select CNCL by pr...

Page 71: ... following two screen instructions only apply to Handkey Transactions Key in the card number then press ENTER Key in the expiry date then press ENTER Credit account will automatically be selected and displayed Press ENTER The terminal prints out a merchant copy of the Cancellation of Pre Authorisation Transaction Record CARD NUMBER EXPIRY DATE MMYY CREDIT ACCOUNT 600 00 KEY OK PROCESSING PLEASE WA...

Page 72: ... card or press FUNC to handkey card details Key in the card number then press ENTER Key in the expiry date then press ENTER Credit account will automatically be selected and displayed Press ENTER The terminal prints out a merchant copy of the Cancellation of Pre Authorisation Transaction Record PREAUTH AUTH COMP CNCL 01 01 2005 12 08 SWIPE OR INSERT CARD CANCEL ONE ALL CARD NUMBER SWIPE OR INSERT ...

Page 73: ...e customer s credit card statement The CPC feature can be removed from your facility by contacting ANZ Merchant Services on 1800 039 025 How it Works CPC identifies the credit card s country of issue and offers the cardholder the option of paying for the goods or services in their billing currency at the time of purchase The exchange rate and price in the cardholder s billing currency are displaye...

Page 74: ...cy agreed between the cardholder and merchant Records the exchange rate utilised by the merchant to complete the Transaction Confirms that the cardholder s selection is final How to process a CPC Transaction Perform card security checks then swipe or insert the cardholder s card Magnetic Stripe cards are to be swiped through the Magnetic Stripe Card Reader whereas Chip Cards are to be inserted and...

Page 75: ... before completing the sale Press ENTER to print the customer copy or CLEAR to return to the start up screen If the Transaction is rejected the terminal will display an error message outlining the reason please refer to section 18 Notify the customer advise them to contact their Card Issuer and seek an alternative form of payment If the Transaction is approved a customer copy is printed 600 00 KEY...

Page 76: ...al If magnetic stripe fallback is supported the terminal will prompt to swipe the card through the Magnetic Stripe Card Reader Remove the card from the Chip Card Reader and use the Magnetic Stripe Card Reader instead NAME represents the card scheme VISA CREDIT MASTERCARD or AMEX are the different applications that a Transaction may use The cardholder presses ENTER to confirm application selection ...

Page 77: ...nd request an alternative method of payment The card is no longer valid Refer the cardholder to the Issuer and request an alternative method of payment A card number for a debit card account CHQ or SAV cannot be manually entered Press CLEAR then swipe the card through the Magnetic Stripe Card Reader Follow the display screen prompts The ANZ network does not accept this card Refer the cardholder to...

Page 78: ...e PIN three times Refer the cardholder to their Issuer and request an alternative method of payment When the Tip memory is reaching capacity the terminal displays XX representing the amount full The terminal has the capacity to store approximately 500 Tips please refer to 17 1 for more information The terminal does not allow any further Credit Purchase Transactions until all Tips are cleared ANZ r...

Page 79: ...allback is supported the terminal will prompt to swipe the Chip Card alternatively request another method of payment Displayed if the card has been blocked by the Issuing Bank Refer the cardholder to the Issuer and request an alternative method of payment Refer the cardholder to the Issuer and request an alternative method of payment The Transaction has been declined as details on the chip and car...

Page 80: ...Settlement for you if it has not been completed by 9 00pm Melbourne time After ANZ has automatically settled the terminal will print the Settlement report at the time you next perform a Transaction Remember to clear all EFB and Tip Transactions and print your reports prior to Settlement How to initiate manual settlement From this screen keep pressing ENTER until the ANZ EftPOS screen is displayed ...

Page 81: ...nt Totals report lists the amounts credited to your bank account at the last Settlement period The Shift Totals report lists the total number and amount of credit and debit card Transactions made since the last shift closure by Transaction type It does not include American Express Diners Club or JCB totals Refer to Transaction Reports section for diagram examples of Totals reports How to Print a T...

Page 82: ...n place you may find the Shift Report useful to provide information on the Transactions performed during each shift This operates independently from your Settlement period When you close off your shift the Shift Total report will automatically print You may also print the running total of your current shift without closing the Shift Transactions How to Start and Close a Shift From the start up scr...

Page 83: ...screen keep pressing ENTER until the ANZ EftPOS screen is displayed Select TOTL by pressing the CHQ soft function key Press ENTER Select LAST by pressing the SAV soft function key to print the previous Shift Totals SHIFT TOTALS SHFT LAST CLOSE SHIFT ENTER OR CLEAR DIALLING PROCESSING PLEASE WAIT APPROVED SWIPE OR INSERT CARD ANZ EftPOS TOTL DETL SETL LAST SHIFT TOTALS DIALLING TOTALS SUB SUMM LAST...

Page 84: ...function key Press CLEAR to print the current Shift Total and continue accumulating Transactions within the current shift PROCESSING PLEASE WAIT APPROVED Or TOTALS SHFT LAST CLOSE SHIFT ENTER OR CLEAR DIALLING PROCESSING PLEASE WAIT APPROVED ...

Page 85: ...eep pressing ENTER until the ANZ EftPOS screen is displayed Scroll through the menu screens to the following screen by pressing ENTER Select COPY by pressing the CR soft function key The format of the reprinted receipt or report is exactly the same as the original with the addition of the text DUPLICATE COPY printed at the top SUPERVISOR XTRA INIT COPY ANZ EftPOS PUR CASH RFND 01 01 2005 12 08 SWI...

Page 86: ...ing the SAV soft function key To print a Transaction Detail report for the Settlement date displayed press ENTER To select the previous Settlement date press CLEAR To select the next previous Settlement date press CLEAR again Press CLEAR a third time to revert to original Settlement date The terminal then prints out a Detail report for the Settlement period that is currently being displayed PRINTI...

Page 87: ...09993000101 REFERENCE NO 002089 CARD NUMBER 0958 VISA CR PURCHASE 600 00 TOTAL AUD 600 00 13 03 01 14 29 APPROVED 123456 PLEASE RETAIN FOR YOUR RECORD Customer Copy XYZ Merchant 890 Park St MELBOURNE 3000 EFTPOS TERMINAL ID 09993000101 REFERENCE NO 002089 CARD NUMBER 0958 VISA CR PURCHASE 600 00 TOTAL AUD 600 00 13 03 01 14 29 APPROVED 123456 PLEASE RETAIN FOR YOUR RECORD ...

Page 88: ...9 CARD NUMBER 0958 VISA CR PURCHASE 600 00 TOTAL AUD 600 00 13 03 01 14 29 APPROVED 123456 PLEASE RETAIN FOR YOUR RECORD Merchant Copy XYZ Merchant 890 Park St MELBOURNE 3000 EFTPOS TERMINAL ID 09993000101 REFERENCE NO 002089 CARD NUMBER 0958 VISA CR PURCHASE 600 00 TOTAL AUD 600 00 SIGNATURE 13 03 01 14 29 APPROVED 123456 PLEASE RETAIN FOR YOUR RECORD ...

Page 89: ...CARD NUMBER 0958 1205 VISA CR PURCHASE 600 00 TIP TOTAL AUD SIGNATURE 23 04 02 10 38 APPROVED 123456 Customer Copy XYZ Merchant 890 Park St MELBOURNE 3000 EFTPOS TERMINAL ID 09993000101 REFERENCE NO 002176 RECALL NO 1234 CARD NUMBER 0958 VISA CR PURCHASE 600 00 TIP TOTAL AUD 23 04 02 10 38 APPROVED 123456 Key in the number beside Recall No when processing tips ...

Page 90: ...123456 THANK YOU FOR YOUR CUSTOM I RECOGNISE I HAVE THE RIGHT TO PAY IN LOCAL CURRENCY I UNDERSTAND THAT MY CHOICE IS FINAL Customer Copy XYZ Merchant 890 Park St Melbourne 3000 EFTPOS TERMINAL ID 09993000101 REFERENCE NO 0036 CARD NUMBER 9999 1105 MASTERCARD CR EXCH RATE 0 6406 PURCHASE 600 00 TOTAL AUD 600 00 EUR 384 36 10 12 03 14 00 APPROVED 123456 THANK YOU FOR YOUR CUSTOM I RECOGNISE I HAVE ...

Page 91: ...EUR 384 36 NOT FOR VALUE 10 12 03 14 00 APPROVED 123456 THANK YOU FOR YOUR CUSTOM Customer Copy XYZ Merchant 890 Park St Melbourne 3000 EFTPOS AUTHORISATION TERMINAL ID 09993000101 REFERENCE NO 0036 CARD NUMBER 9999 MASTERCARD CR EXCH RATE 0 6406 PURCHASE 600 00 TOTAL AUD 600 00 EUR 384 36 NOT FOR VALUE 10 12 03 14 00 APPROVED 123456 THANK YOU FOR YOUR CUSTOM I RECOGNISE I HAVE THE RIGHT TO PAY IN...

Page 92: ... CREDIT AID A0000000031010 APSN 000 ATC 0010 PURCHASE 600 00 TOTAL AUD 600 00 13 04 07 C00002 10 30 APPROVED 00513 PLEASE RETAIN FOR YOUR RECORD Customer Copy XYZ Merchant 890 Park St Melbourne 3000 EFTPOS TERMINAL ID 09993000101 REFERENCE NO 002176 CARD NUMBER 0010 VISA CR VISA CREDIT AID A0000000031010 APSN 000 ATC 0010 PURCHASE 600 00 TOTAL AUD 600 00 13 04 07 C00002 10 30 APPROVED 00513 PLEASE...

Page 93: ...10 APSN 000 ATC 0010 PURCHASE 600 00 TOTAL AUD 600 00 SIGNATURE 13 04 07 C00002 10 30 APPROVED 00513 PLEASE RETAIN FOR YOUR RECORD Customer Copy XYZ Merchant 890 Park St Melbourne 3000 EFTPOS TERMINAL ID 09993000101 REFERENCE NO 002176 CARD NUMBER 0010 VISA CR VISA CREDIT AID A0000000031010 APSN 000 ATC 0010 PURCHASE 600 00 TOTAL AUD 600 00 13 04 07 C00002 10 30 APPROVED 00513 PLEASE RETAIN FOR YO...

Page 94: ...0000031010 APSN 000 ATC 0010 PURCHASE 15 00 TIP TOTAL AUD SIGNATURE 13 04 07 C08007 10 30 APPROVED 005187 PLEASE RETAIN FOR YOUR RECORD Customer Copy XYZ Merchant 890 Park St Melbourne 3000 EFTPOS TERMINAL ID 00013003911 REFERENCE NO 004657 RECALL NO 1913 CARD NUMBER 0012 0912 VISA CR VISA CREDIT AID A0000000031010 APSN 000 ATC 0010 PURCHASE 15 00 TIP TOTAL AUD 13 04 07 C08007 10 30 APPROVED 00518...

Page 95: ... A0000000031010 APSN 000 ATC 0010 REFUND 600 00 TOTAL AUD 600 00 13 04 07 10 30 APPROVED 005132 PLEASE RETAIN FOR YOUR RECORD Customer Copy XYZ Merchant 890 Park St Melbourne 3000 EFTPOS TERMINAL ID 00013009811 REFERENCE NO 004521 CARD NUMBER 0010 VISA CR VISA CREDIT AID A0000000031010 APSN 000 ATC 0010 REFUND 600 00 TOTAL AUD 600 00 13 04 07 10 30 APPROVED 005132 PLEASE RETAIN FOR YOUR RECORD ...

Page 96: ...00031010 APSN 000 ATC 0010 REFUND 600 00 TOTAL AUD 600 00 SIGNATURE 13 04 07 10 30 APPROVED 005132 PLEASE RETAIN FOR YOUR RECORD Customer Copy XYZ Merchant 890 Park St Melbourne 3000 EFTPOS TERMINAL ID 00013009811 REFERENCE NO 004521 CARD NUMBER 0010 VISA CR VISA CREDIT AID A0000000031010 APSN 000 ATC 0010 REFUND 600 00 TOTAL AUD 600 00 13 04 07 10 30 APPROVED 005132 PLEASE RETAIN FOR YOUR RECORD ...

Page 97: ...41010 APSN 000 ATC 0010 PURCHASE 10 00 TOTAL AUD 10 00 SIGNATURE 13 04 07 C Y16 10 30 APPROVED 000000 PLEASE RETAIN FOR YOUR RECORD Customer Copy XYZ Merchant 890 Park St Melbourne 3000 EFTPOS TERMINAL ID 09993000101 CARD NUMBER 0010 VISA CR VISA CREDIT AID ACC00000041010 APSN 000 ATC 0146 PURCHASE 600 00 TOTAL AUD 600 00 13 04 07 C Y16 10 30 APPROVED 000000 PLEASE RETAIN FOR YOUR RECORD ...

Page 98: ...002 10 30 APPROVED 005132 THANK YOU FOR YOUR CUSTOM I RECOGNISE I HAVE THE RIGHT TO PAY IN LOCAL CURRENCY I UNDERSTAND THAT MY CHOICE IS FINAL Customer Copy XYZ Merchant 890 Park St Melbourne 3000 EFTPOS TERMINAL ID 00013009811 REFERENCE NO 004521 CARD NUMBER 0010 MASTERCARD CR MASTERCARD CREDIT AID ACC00000041010 APSN 000 ATC 0010 EXCH RATE 0 6406 PURCHASE 600 00 TOTAL AUD 600 00 TOTAL EUR 384 36...

Page 99: ...31010 APSN 000 ATC 0010 PURCHASE 600 00 TOTAL AUD 600 00 NOT FOR VALUE 13 04 07 C00002 10 30 APPROVED 005132 THANK YOU FOR YOUR CUSTOM Customer Copy XYZ Merchant 890 Park St Melbourne 3000 EFTPOS TERMINAL ID 00013009811 REFERENCE NO 004521 CARD NUMBER 0012 0912 VISA CR VISA CREDIT AID ACC00000031010 APSN 000 ATC 0010 PURCHASE 600 00 TOTAL AUD 600 00 NOT FOR VALUE 13 04 07 C00002 10 30 APPROVED 005...

Page 100: ...er Transaction Records XYZ Merchant 890 Park St MELBOURNE 3000 ANZ INITIALISATION TERMINAL ID 09993000101 REFERENCE NO 00225141 13 03 01 14 29 APPROVED 123456 GREETING MESSAGE XYZ Merchant 890 Park St MELBOURNE 3000 EFTPOS TERMINAL ID 09993000101 REFERENCE NO 002089 CARD NO 0958 DEBIT CARD AC CHQ CASH OUT 600 00 TOTAL AUD 600 00 13 03 01 14 29 APPROVED 123456 PLEASE RETAIN FOR YOUR RECORD APPROVED...

Page 101: ...R 4564809999999999 0502 VISA CR PURCHASE 600 00 TOTAL AUD 600 00 NOT FOR VALUE 13 03 01 10 29 APPROVED 123456 GREETING MESSAGE Mail Telephone eCommerce and Handkey Transactions Merchant Copy XYZ Merchant 890 Park St Melbourne 3000 EFTPOS TERMINAL ID 12345678901 REFERENCE NO 026315 CARD NUMBER 0958 VISA CR PURCHASE 600 00 TOTAL AUD 600 00 SINGLE ECOMMERCE 13 03 01 14 47 APPROVED 123456 GREETING MES...

Page 102: ...PROVED 123456 XYZ Merchant 890 Park St MELBOURNE 3000 ANZ EFTPOS SUMMARY TOTAL TERMINAL ID 09993000101 REFERENCE NO 002216 13 03 01 14 29 TRANSACTION CANCELLED xx error message XYZ Merchant 890 Park St MELBOURNE 3000 ANZ EFTPOS DETAIL REPORT as at 23 08 02 TERMINAL ID 09993000101 45640 561057 992 PUR V1 23 08 10 23 35 00 45640 561057 831 PUR DC 23 08 10 29 100 00 TIP 10 00 45640 561057 992 RFD V1 ...

Page 103: ...456 XYZ Merchant 890 Park St MELBOURNE 3000 ANZ EFTPOS SUMMARY TOTAL TERMINAL ID 09993000101 REFERENCE NO 002216 13 03 01 14 29 TRANSACTION CANCELLED xx error message XYZ Merchant 890 Park St MELBOURNE 3000 ANZ EFTPOS DETAIL REPORT as at 23 08 02 TERMINAL ID 09993000101 45640 561057 992 PUR V1 23 08 10 23 35 00 45640 561057 831 PUR DC 23 08 10 29 100 00 TIP 10 00 45640 561057 992 RFD V1 23 08 12 0...

Page 104: ...Settlement Failure XYZ Merchant 890 Park St MELBOURNE 3000 ANZ SETTLEMENT TERMINAL ID 09993000101 REFERENCE NO 002216 13 03 01 14 29 TRANSACTION CANCELLED 2 SETTLEMENT ALREADY TAKEN XYZ Merchant 890 Park St MELBOURNE 3000 ANZ SETTLEMENT TERMINAL ID 09993000101 REFERENCE NO 002216 13 03 01 14 29 TRANSACTION CANCELLED xx error message xx indicates an error response code ...

Page 105: ...als Failure Training Mode Settlement in Training Mode ANZ BANK TRAINING ONLY NOT A VALID TRANSACTION ANZ SETTLEMENT TERMINAL ID 12345678901 REFERENCE NO 000000 12 10 94 16 30 APPROVED 97 ANZ BANK TRAINING ONLY NOT A VALID TRANSACTION XYZ Merchant 890 Park St MELBOURNE 3000 ANZ EFTPOS LAST SETTLEMENT TOTALS TERMINAL ID 09993000101 REFERENCE NO 002216 TRANSACTION CANCELLED xx error message Last Sett...

Page 106: ...234 10 00 01 1301 5 00 01 15 00 0002 02 1350 12 00 02 12 00 0001 TOTAL 27 00 0003 23 04 02 13 10 XZY Merchant 890 Park St MELBOURNE 3000 ANZ EFTPOS SHIFT TOTALS TERMINAL ID 09993000101 REFERENCE NO 002216 PUR 600 00 0000 CASH 60 00 0000 RFND 20 00 0000 TOTAL 680 00 0000 26 05 05 17 03 APPROVED 00 Shift Total Report XZY Merchant 890 Park St MELBOURNE 3000 ANZ EFTPOS LAST SHIFT TOTALS FROM 28 05 05 ...

Page 107: ...ails in a secure place for a period of 30 months from the date of the Transaction or such other period required by Law or notified by ANZ For easy retrieval of Vouchers and Transaction Records it is recommended to file them in date order Check your Vouchers and Transaction Records against your monthly ANZ Merchant Statement Ensure all Vouchers and Transaction Records are destroyed after 30 months ...

Page 108: ...earing in this Merchant Operating Guide form part of your Merchant Agreement and may be varied or replaced by ANZ at any time multiPOS and multiPOS Turbo are a registered trademark of Australia and New Zealand Banking Group Limited ABN 11 005 357 522 F ENSO2440B 08 07 ...

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