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Dial-up EFTPOS Merchant Operating Guide – May 2011

11.0 Trouble Shooting

11.1 Hardware Faults

HARDWARE
FAULTS

ACTION

No response from
the terminal

1. Ensure that the power cable is securely connected to

the terminal.

2.  Power off the terminal for 10 seconds.
3.  Power on the terminal.
4.  Retry the transaction.
5.  Call Merchant Business Solutions if the

problem persists.

Terminal not
reading cards

1. Re-insert/swipe the card as per instructions in Section 4.
2. If there is still no response from the card reader power

off the terminal for 10 seconds.

3.  Power on the terminal.
4.  Attempt transaction again.
5.  Call Merchant Business Solutions if the problem persists.

Paper jamming
Or
Not feeding
Or
Not printing

1. Remove the paper roll from the printer to ensure that

there is no paper caught.

2. If the existing paper roll is damaged in any way then

replace this with a new roll.

3. If the problem continues power off the terminal for

10 seconds.

4. Power on the terminal.
5. Initialise the terminal by pressing ENTER until INIT

is displayed as one of the options. Press the select key

directly beneath INIT.

6. The terminal should print a logon receipt. This will

confirm if the printer is operational.

7. Re-test the printer using the FEED button.
8. You can test the printer by pressing the FUNC button

followed by 82. A receipt will print.

9. Call Merchant Business Solutions if the problem persists.

Summary of Contents for i5100

Page 1: ...Dial up EFTPOS Merchant Operating Guide ...

Page 2: ...thorisation Centre credit cards only 1300 301 831 EFTPOS Help Desk debit cards only 1300 603 266 American Express Authorisations 1300 363 614 Diners Club Authorisations 1800 331 112 JCBAuthorisations 1300 363 614 Merchant details Please complete the details below for your merchant facility Trading name Merchant number Terminal number s Dial up EFTPOS Merchant Operating Guide May 2011 American Expr...

Page 3: ...Tip 26 5 6 How to Process a Tip Adjustment 28 5 7 How to Process Multiple Tip Adjustments 32 5 8 How to Process a Mail Telephone Order e Commerce transaction 33 5 9 How to Process a Pre Authorisation 36 5 10 How to Process a Checkout 38 6 0 How to Operate User Management Shift Function 41 6 1 How to Activate Deactivate User Management Shift mode 41 6 2 How to Set User ID s 42 6 3 How to Start Shif...

Page 4: ...cess Tips Shift Management and Reporting Tip Management and Reporting 1 1 Merchant Responsibility for Equipment and Materials Provided Imprinters terminals any other hardware or equipment and any unused stationery and promotional materials supplied by the Bank remain the property of the Bank You must not sell assign or in any way encumber them You shall not part with possession of them to a third ...

Page 5: ...ed in a secure manner for reconciliation and in case of terminal failure You must provide the customer with a receipt unless he or she requests otherwise 1 5 EFTPOS Stationery All items of stationery relating to your EFTPOS terminal and fall back procedures can be ordered by phone or online on the internet Please place your orders before running your stocks too low Orders will be delivered to you ...

Page 6: ...rdering Stationery By Phone Call the EFTPOS Helpdesk on 1300 603 266 available 24 7 Follow the prompts and use your phone keypad to enter the following details Select your stationery items and quantities then Merchant Number MID Trading Address Postcode ...

Page 7: ...ng Started 2 1 i5100 EFTPOS The i5100 EFTPOS terminal is a complete unit that includes a terminal a detachable power supply and a telephone cable The terminal also operates as a PIN Pad for the customer and has an internal thermal printer for fast quiet printing ...

Page 8: ...and return the terminal to the idle state Clear key The CLEAR key is used to correct any invalid data entered It is also used to cycle backwards through the transaction steps if an error is made Enter key The ENTER key is used to confirm data entered or displayed and to cycle forwards through the menus It is also used to Power on the terminal Function Key The FUNCTION key is used to access the ter...

Page 9: ...7 Dial up EFTPOS Merchant Operating Guide May 2011 2 3 Connecting the Terminal Power Socket Telephone Line RJ12 COM Port 1 RJ12 COM Port 2 RJ12 Ethernet Socket RJ45 Cable Management Clip Plug It ...

Page 10: ...into the socket marked 3 Plug the opposite end of the RJ12 curly cord into the telephone cable adaptor which inserts into the telephone wall socket 4 Plug the DC connector on the curly end of the Y powered curly cord into the terminal s power socket 5 Plug the opposite ends DC connector into the terminal power supply 6 Connect the power cord to the terminal power supply and then into a mains power...

Page 11: ...ressing the button located towards the top of the terminal above the metal blade as shown below c Position the paper roll with the end of the roll protruding from underneath the roll d Pull the paper out slightly and close the cover e Test the operation of the printer by pressing the paper FEED button Metal blade to tear off paper Paper compartment cover Correct paper position Paper compartment bu...

Page 12: ...s to the SETTLEMENT function Automatic settlement does not require a password Access to the settlement function can be limited at your discretion 3 3 Void Password This password is a general security password that allows you to restrict access to the VOID function Access to the void function can be limited at your discretion 3 4 Terminal Password This password is a general security password that a...

Page 13: ...minated by you at the time of application when you receive your terminal s 3 5 User Management Code See User Guide section 6 0 The USER MANAGEMENT code is only used when the SHIFT feature is enabled on the terminal Each user must be assigned a user ID The user cannot log in or out of a shift without using the USER MANAGEMENT code Up to 10 users IDs can be programmed into the terminal The User Mana...

Page 14: ...t there for the duration of the transaction The chip card reader is located at the bottom of the terminal below the keypad 1 Check the terminal is displaying the message INSERT SWIPE CARD 2 Hold the card face up with the chip towards the terminal 3 Insert the card as far as it will go into the reader and continue processing the transaction 4 Leave the card in the terminal until prompted to remove ...

Page 15: ... slower 4 3 Damaged Cards If a credit card will not read when inserted in the chip card reader or when swiped while performing a credit account transaction the manual key process should not be used Warning Where the manual key process has been used to perform a credit card transaction contrary to the MOTO or ECOM instructions outlined in section 5 8 How to Process a MOTO ECOM Transaction and that ...

Page 16: ...ining mode can be initiated at any time during the day without affecting live value totals During training mode the terminal will not connect to the host but will perform all transactions offline Transactions performed in training mode will not affect your settlement total This function will either start or end the training mode session Please Note Training mode cannot be used for chip cards If at...

Page 17: ... mode the idle screen is changed to display TRAINING MODE Process transactions as per procedures in Section 5 0 Receipts will display TRAINING on them After three minutes of inactivity the terminal will exit training mode and return to the idle prompt To exit training mode TERMINAL DISPLAY PROCEDURE 22 05 2009 12 30 TRAINING MODE ENTER AMOUNT Press the Function FUNC button FUNCTION Key in 101 and ...

Page 18: ...6 Dial up EFTPOS Merchant Operating Guide May 2011 ReceiptinTrainingMode At the end of training mode all transactions are reset and previous values are restored to batch and RO C Record of Charge number ...

Page 19: ...g place The terminal remains locked even if powered off and on TERMINAL DISPLAY PROCEDURE 22 05 2009 12 21 ENTER AMOUNT Press the Function FUNC button FUNCTION Key in 4 and press ENTER LOCK TERMINAL CORRECT YES NO Key in the terminal password and press ENTER TERMINAL LOCKED UNLOCK The terminal is now locked To unlock press ENTER PASSWORD Key in the terminal password and press ENTER ...

Page 20: ...ed have the cardholder key in their PIN and press ENTER or just press ENTER 1 CREDIT SALE PROCESSING The terminal is connecting to the bank and processing the sale 2 VERIFY SIGNATURE CORRECT YES NO REMOVE CARD If the card was inserted remove the card from the reader If signature is required Have the customer sign the receipt If the signature matches the signature on the card press ENTER Otherwise ...

Page 21: ...Merchant Operating Guide May 2011 Approved Receipt approved with PIN no signature required Approved Credit Card Receipt signature required Remember to always check the receipt to verify if a transaction has been approved ...

Page 22: ... customer s card through the card reader CASH 10 00 SELECT ACCOUNT CHQ SAV Select either CHQ or SAV Note CR is not an option CASH 10 00 PIN ENTER When prompted have the cardholder key in their PIN and press ENTER DEBIT CASH PROCESSING The terminal is connecting to the bank and processing the transaction CUSTOMER COPY PRESS ENTER REMOVE CARD Press ENTER to print customer s receipt If the card was i...

Page 23: ...21 Dial up EFTPOS Merchant Operating Guide May 2011 CashOnlyReceipt Remember to always check the receipt to verify if a transaction has been approved ...

Page 24: ... key beneath the account type needed RFND 5 00 PIN OR ENTER Where prompted have the cardholder key in their PIN and press ENTER or just press ENTER 1 DEBIT RFND PROCESSING The terminal is connecting to the bank and processing the refund VERIFY SIGNATURE CORRECT YES NO REMOVE CARD If the card was inserted remove the card from the reader If signature is required Have the customer sign the receipt If...

Page 25: ...23 Dial up EFTPOS Merchant Operating Guide May 2011 RefundReceipt Remember to always check the receipt to verify if a transaction has been approved ...

Page 26: ...n the receipt of the original transaction and press ENTER SALE 10 00 0076 APPR CODE 692124 ENTER TO CONFIRM Press ENTER to confirm the transaction If incorrect press CANCEL CREDIT VOID PROCESSING The terminal is connecting to the bank and processing the void VERIFY SIGNATURE CORRECT YES NO Have the customer sign the receipt If the signature matches the signature on the card press ENTER Otherwise p...

Page 27: ...25 Dial up EFTPOS Merchant Operating Guide May 2011 VoidReceipt Remember to always check the receipt to verify if a transaction has been approved ...

Page 28: ...is not yet known press ENTER only Note For credit and charge cards a tip adjustment can be performed later SALE 25 00 TIP 5 00 TOTAL 30 00 ENTER TO CONFIRM Press ENTER to confirm the total of the transaction If incorrect press CANCEL TOTAL 30 00 SELECT ACCOUNT CHQ SAV CR Press the soft key beneath the account type needed Note For debit cards cheque and savings tips need to be entered at the time o...

Page 29: ... and their card If the transaction is declined the terminal will display an error message giving the reason An explanation of the error code is available in Chapter 11 2 Response Codes Approved Sale with Tip Receipt approved with PIN no signature required Approved Credit Card Receipt signature required Remember to always check the receipt to verify if a transaction has been approved ...

Page 30: ...ment transaction is then processed Note Tip Addition applies to credit and charge cards only The original purchase must have been without a tip The original purchase must not yet have been settled When tip addition is enabled a signature must be obtained if the receipt reads Approved with Signature or if the cardholder writes a tip addition on the receipt This applies even if the original purchase...

Page 31: ...ent and press ENTER SALE 25 00 ENTER TOTAL AMT Key in the total amount of the transaction i e Sale plus Tip and press ENTER 1 SALE 25 00 TIP 5 00 TOTAL 30 00 ENTER TO CONFIRM The terminal displays the original sale amount with the calculated tip amount and total Press ENTER to confirm ADJUST TRANS ACCEPTED The terminal has accepted the tip adjustment transaction The receipt will print Note 1 At th...

Page 32: ...30 Dial up EFTPOS Merchant Operating Guide May 2011 TipAdjustmentReceipt ...

Page 33: ...n that needs adjustment SALE 18 00 ENTER TOTAL AMT Key in the total amount of the transaction i e Sale plus Tip SALE 18 00 TIP 2 00 TOTAL 20 00 ENTER TO CONFIRM The terminal displays the original sale amount with the calculated tip amount and total Press ENTER to confirm ADJUST TRANS ACCEPTED The terminal has accepted the tip adjustment transaction The receipt will print ADJUST ENTER ROC NO The te...

Page 34: ...as a MOTO or ECOM merchant contact the EFTPOS Helpdesk on 1300 603 266 Note Until registered as a MOTO ECOM merchant you must not process MOTO or ECOM transactions An authorisation of a MOTO or ECOM transaction only establishes that the funds are available in the cardholder s account and that the card has not been reported lost or stolen It does not guarantee that the person whose name appears on ...

Page 35: ...y in the CCV and press ENTER Or if CCV is not available just press ENTER Note CCV is described in the Minimising Fraud Section MANUAL PASSWORD Key in the terminal password and press ENTER MOTO ECOM 8 00 ENTER TO CONFIRM Confirm amount by pressing ENTER MOTO ECOM PROCESSING The terminal is connecting to the bank and processing the sale CUSTOMER COPY PRESS ENTER Press ENTER to print customer receipt...

Page 36: ...34 Dial up EFTPOS Merchant Operating Guide May 2011 ApprovedMOTOReceipt ...

Page 37: ... the soft key beneath AUTH ENTER AUTH AMT Key in the pre authorisation amount and press ENTER AUTH 40 00 INSERT SWIPE CARD Insert the customer s chip card into the chip card reader Or Swipe the customer s card through the card reader Or Key in the card number expiry date and CCV if available for manual entry AUTH 40 00 PIN OR ENTER Where prompted have the cardholder key in their PIN and press ENTE...

Page 38: ...cord and their card If the transaction is declined the terminal will display an error message giving the reason An explanation of the error code is available in Chapter 11 2 Response Codes Approved PreAuth Receipt approved with PIN no signature required Approved PreAuth Receipt signature required Remember to always check the receipt to verify if a transaction has been approved ...

Page 39: ... the select key beneath C O TERMINAL PWD Key in the terminal password and press ENTER CHECK OUT ENTER ROC NO OR ENTER Key in the ROC no of the PreAuth receipt and press ENTER Or Press ENTER The next step depends on whether you keyed in the ROC no or pressed ENTER AUTH 40 00 0166 APPR CODE 242495 ENTER TO CONFIRM 1 If you keyed in the ROC no the pre authorisation details will display Press ENTER to...

Page 40: ...ard was inserted remove the card from the reader Have the customer sign the receipt If the signature matches the signature on the card press ENTER Otherwise press CANCEL CUSTOMER COPY PRESS ENTER Press ENTER to print customer receipt Before completing the sale check that the initial transaction was approved Hand the customer their copy of the transaction record and their card If the transaction is...

Page 41: ...39 Dial up EFTPOS Merchant Operating Guide May 2011 CheckoutReceipt Remember to always check the receipt to verify if a transaction has been approved ...

Page 42: ...tlement times The Shift totals are not reset when the settlement is performed 6 1 How to Activate Deactivate User Management Shift mode To activate Shift Mode TERMINAL DISPLAY PROCEDURE 22 05 2009 12 54 ENTER AMOUNT Press the Function FUNC button FUNCTION Key in 64 and press ENTER TERMINAL PWD Key in the terminal password and press ENTER SHIFT MODE ACTIVATE Press ENTER to activate Shift Mode To de...

Page 43: ...9 12 54 ENTER AMOUNT Press the Function FUNC button FUNCTION Key in 60 and press ENTER TERMINAL PWD Key in the terminal password and press ENTER ENTER USER ID Key in the User ID number and press ENTER NEW PASSWORD The user is required to enter a 4 digit code VERIFY PASSWORD The user is required to re enter the 4 digit code entered in previous step USER MANAGEMENT USER ADDED The user has been accep...

Page 44: ...22 05 2009 12 54 ENTER AMOUNT Press the Function FUNC button FUNCTION Key in 61 and press ENTER ENTER USER ID Enter the User ID 01 10 and press ENTER PASSWORD The user is required to enter their 4 digit code USER MANAGEMENT SHIFT STARTED The terminal confirms that User ID has been recorded 6 4 How to End Shift This function will end the shift and print an End of Shift report TERMINAL DISPLAY PROCE...

Page 45: ...43 Dial up EFTPOS Merchant Operating Guide May 2011 ShiftReport ...

Page 46: ... since the last settlement without resetting the totals in the terminal TERMINAL DISPLAY PROCEDURE 22 05 2009 13 06 ENTER AMOUNT Press ENTER until SUB is displayed on the screen 22 05 2009 13 06 INIT SUB SETL Press the select key directly beneath SUB SUB TOTALS PLEASE WAIT The terminal is printing the totals of sales refunds and cash outs since the last terminal settlement ...

Page 47: ...45 Dial up EFTPOS Merchant Operating Guide May 2011 SubtotalsReport ...

Page 48: ...rator to enter the terminal settlement password for settlement to occur Note A settlement can only be performed once in a 24 hour period You cannot settle between 9 30pm and 11 00pm Sydney time To process a manual settlement TERMINAL DISPLAY PROCEDURE 22 05 2009 13 09 ENTER AMOUNT Press ENTER until SETL is displayed on the screen 22 05 2009 13 09 ST GEORGE INIT SUB SETL Press the select key direct...

Page 49: ...47 Dial up EFTPOS Merchant Operating Guide May 2011 SettlementReport ...

Page 50: ...he terminal can be loaded with 10 users meaning that a user can have a USER ID ranging from 01 to 10 Once tip reporting is enabled it will stay active until it is switched off The terminal can be settled without having to start the tip reporting function again Note Tipreportingcannotbeactivatedwhilstshiftmodeisactivated Seesection6 0 To Activate Tip Reporting Function This needs to be done before ...

Page 51: ...Print Tip Report Once the Tip Report function has been activated the report can be printed many times during the settlement period Once the terminal settles the tip report will be reset Note The tip report can only be printed from current settlement period TERMINAL DISPLAY PROCEDURE 22 05 2009 13 06 ENTER AMOUNT Press the Function FUNC button FUNCTION Key in 58 and press ENTER PRINTING PLEASE WAIT...

Page 52: ...50 Dial up EFTPOS Merchant Operating Guide May 2011 TipReport ...

Page 53: ...he receipt of the last transaction performed Note This can only be done from the current settlement period TERMINAL DISPLAY PROCEDURE 22 05 2009 13 24 ENTER AMOUNT Press the Function FUNC button FUNCTION Key in 72 and press ENTER PRINTING PLEASE WAIT This prompt is displayed as the receipt is printing ReceiptReprint ...

Page 54: ...ransaction in the batch will be displayed Press the soft keys under PREV and NEXT to scroll through the transaction records Press the soft key under INFO to display the approval code and the partial card number of the displayed transaction VIEW BATCH APPROVAL 420881 456412 234 REV NEXT INFO Press INFO again to display the date and time the transaction was made VIEW BATCH SEQUENCE 000046 31 03 09 1...

Page 55: ...R VIEW ROC ROC Key in the ROC Record of Charge number of the required transaction and press ENTER ROC 00024 SALE 20 00 REV NEXT INFO The terminal will display the transaction requested Press the soft key under INFO to display the approval code and the card number Press the soft key under PREV and NEXT to scroll through other transaction records APPROVAL 123456 1234 REV NEXT INFO Press INFO again t...

Page 56: ...nly be done from current settlement period TERMINAL DISPLAY PROCEDURE 22 05 2009 13 24 ENTER AMOUNT Press the Function FUNC button FUNCTION Key in 73 and press ENTER REPRINT ROC ENTER ROC NO Key in the ROC Record of Charge number of the transaction to be reprinted and press ENTER SCANNING BATCH PLEASE WAIT The terminal will reprint the receipt from the transaction specified and then return to the ...

Page 57: ...n one list transactions done on all card types MasterCard American Express etc Note Printing of the transaction log can only be done from the current settlement period TERMINAL DISPLAY PROCEDURE 22 05 2009 13 07 ENTER AMOUNT Press the Function FUNC button FUNCTION Key in 75 and press ENTER PRINTING PLEASE WAIT The terminal will print the Transaction Log receipt and then return to the idle state ...

Page 58: ...56 Dial up EFTPOS Merchant Operating Guide May 2011 TransactionLog ...

Page 59: ...ll be required to enter an authorisation number which you can obtain by calling 1300 301 831 Alternatively ask your customer for an alternative means of payment Signature capture is required on all EFB transactions regardless of the account selection or whether PIN was entered The terminal will process the transaction in accordance with the EFB floor limits and other validation settings Cheque Sav...

Page 60: ...appearing on the reverse of the card If the signature does not match or you are in any doubt as to the authenticity of the cardholder another form of payment should be sought You must check the to and from dates to ensure the card has not expired You must ensure the card is presented and imprinted Banking To ensure you receive value for your fall back vouchers they must be banked within two busine...

Page 61: ...sed cash register The cable provided see Figure 1 is required to connect the cash register The cable has a 6 Flat connector on one end that is inserted into the Pinpad COM 1 port on the i5100 EFTPOS terminal see Figure 2 The other end of the cable has a 9 pin connection that is inserted into an available COM port on the cash register see Figure 3 Generally these ports are at the back of the regist...

Page 62: ...s payment solutions 10 1 CCV Security Codes What is CCV The three or four digit value printed on a payment card used to verify card not present transactions CCV security codes are a way to lessen the risk of fraud and chargeback when the cardholder is not physically present or when a card cannot be inserted swiped successfully In these cases you can key in the card number A CCV security code is pr...

Page 63: ...an Express have a four digit CCV on the front of the card above the account number Some cards do not have a CCV Should I Save CCV Security Codes No It is prohibited to store the CCV codes must remain secret You must not write them down or save them electronically Doing so might lead to heavy penalties Manual Authorisations and CCV If your terminal is not functioning at all you can revert to a manu...

Page 64: ...on again 5 Call Merchant Business Solutions if the problem persists Paper jamming Or Not feeding Or Not printing 1 Remove the paper roll from the printer to ensure that there is no paper caught 2 If the existing paper roll is damaged in any way then replace this with a new roll 3 If the problem continues power off the terminal for 10 seconds 4 Power on the terminal 5 Initialise the terminal by pre...

Page 65: ...elow is a copy of a receipt which indicates the location of the Response Codes Where your terminal displays a response code not listed on your guide and you use an electronic terminal supplied by us you should phone us on 1300 603 266 for clarification Response Code Location ...

Page 66: ...ment Advise cardholder to contact card issuer 05 CANNOT PAY Obtain another form of payment Advise cardholder to contact card issuer 06 CANNOT PAY Obtain another form of payment Advise cardholder to contact card issuer 08 APPROVED PENDING SIGNATURE The transaction is approved if the signature is correct The cardholder should now sign the receipt 12 INVALID TRANSACTION Retry the transaction selectin...

Page 67: ...G ACCOUNT Retry the transaction selecting a different account If the transaction is declined again obtain another form of payment Advise cardholder to contact issuing bank 54 EXPIRED CARD CANNOT PAY Check the card expiry date Obtain another form of payment Advise cardholder to contact card issuer 55 INVALID PIN The cardholder has entered the wrong PIN Retry the transaction with the correct PIN 56 ...

Page 68: ... last 24 hours or the settlement is being attempted between 9 30pm and 11 00pm Sydney time Retry during settlement hours making sure 24 hours have elapsed since the previous settlement 98 SYSTEM ERROR Turn terminal off then back on and retry the transaction Contact Merchant Business Solutions if the problem persists TC DECLINED TC Retry the transaction selecting a different account If the transact...

Page 69: ...S Advantage terminal to the Westpac system Manual Fall Back The use of a manual click clack imprinter as a back up when an electronic terminal is not working Merchant ID An eight digit number used to obtain an authorisation code for credit card transactions This number is unique to your terminal and can be found on any of the following A receipt printed on your terminal Your merchant statement The...

Page 70: ...68 Dial up EFTPOS Merchant Operating Guide May 2011 Notes ...

Page 71: ...69 Dial up EFTPOS Merchant Operating Guide May 2011 This page has been left blank intentionally ...

Page 72: ...Bank of Melbourne A Division of Westpac Banking Corporation ABN 33 007 457 141 AFSL 233714 ACL 233714 BOM10756 05 11 ...

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