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NAB EFTPOS User Guide
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 “No Host Answer” message 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 the transaction 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 about 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.
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
2. 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
3. Ensure the accuracy of any card information keyed into the PINpad
4. 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.
MANUAL BACKUP PROCEDURE
