St George Mobile GPRS EFTPOS Operating Manual Download

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Hypercom Mobile GPRS Merchant Operating Guide - Version 1.0 - June 2011

PHONE NUMBERS

THE FOLLOWING HELP DESKS AND AUTHORISATION CENTRES ARE AVAILABLE TO
YOU 24 HOURS A DAY, 7 DAYS A WEEK.

St.George Electronic Banking Service Centre.

Service and Sales Support Help Desk (including stationery orders).

1300 650 977

Touch Help Desk.

For General Touch Enquiries.

1300 305 066

Authorisations - For Fall Back Purposes Only.

Cardlink Authorisation Centre (credit cards only).

1300 301 831

EFTPOS Help Desk (debit cards only).

1300 650 977

American Express Authorisations.

1300 363 614

Diners Club Authorisations.

1800 331 112

JCB Authorisations.

1300 363 614

MERCHANT DETAILS

Please complete the details below for your merchant facility.

Trading name:

Merchant number:

Terminal number(s):

Summary of Contents for Mobile GPRS EFTPOS

Page 1: ...Hypercom Mobile GPRS Merchant Operating Guide...

Page 2: ...ionery orders 1300 650 977 Touch Help Desk For General Touch Enquiries 1300 305 066 Authorisations For Fall Back Purposes Only Cardlink Authorisation Centre credit cards only 1300 301 831 EFTPOS Help...

Page 3: ...Process a Sale with Tip 33 5 6 How to Process a Tip Addition 36 5 7 How to Process a Mail Telephone Order e Commerce Transaction 41 5 8 How to Process a Pre Authorisation 44 5 9 How to Process a Comp...

Page 4: ...TPOS Merchant Operating Guide forms part of your Agreement with the Bank 1 1 Merchant Responsibility for Equipment and Materials Provided Imprinters terminals any other hardware or equipment and any u...

Page 5: ...t 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 p...

Page 6: ...d on the screen Reports Key The REPORTS key accesses the report menu Menu Key The MENU key accesses the terminal menu for various functions Function Key The FUNCTION key is used to access the terminal...

Page 7: ...recharged by plugging the terminal into mains power using the charger supplied or the optional docking cradle XX XXXX XXXX XXXXX XXXXXXXX XXXXX XXXXXXX XXX XXXXXX XX XXXXXXX XXXXXX XXX XXXXX XX XXX X...

Page 8: ...pt to remove the SIM card from the terminal unless instructed by the Helpdesk 2 5 2 GPRS Coverage The GPRS network provides coverage to 96 of Australia s population To verify if your terminal has suff...

Page 9: ...roll into the compartment with the end of the roll protruding from underneath the roll 1 3 2 4 6 5 7 9 8 0 1 3 2 4 6 5 7 9 8 0 Drop Paper Roll Pull Receipt Paper c Pull the paper out slightly and clos...

Page 10: ...u are responsible for protecting this password against unauthorised use Do not key in your password in a manner that enables customers or unauthorised staff to observe the number If you do not know th...

Page 11: ...rd and press ENTER You will be returned to the idle screen 2 7 2 Merchant Password This password is used to identify specific merchants when the terminal has multi merchant facility activated where av...

Page 12: ...hift Total and Tip Report Setting Up and Enabling Users TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press FUNCTION MERCHANT FUNCTION ENTER FUNCTION CLEAR Key in 44 and press ENTER User IDs Enabl...

Page 13: ...ing the keys for more options Repeat this process for all required users The terminal will now prompt for the operator to select a user after the amount has been entered on each transaction TERMINAL D...

Page 14: ...t USER ID 1 2 3 4 5 6 Press the number which corresponds to the user you wish to edit and press ENTER You can scroll through the options by pressing the soft key next to the arrows USER ID Enter USER...

Page 15: ...ou may receive You will not need to re enter the users on a replacement terminal if this is completed TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press FUNCTION MERCHANT FUNCTION ENTER FUNCTION...

Page 16: ...minal 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 transact...

Page 17: ...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 proc...

Page 18: ...ffecting 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 settlem...

Page 19: ...1 LOGON 2 BATCH 3 TERMINAL 4 REPRINT Press 3 and ENTER to select TERMINAL TERMINAL 1 VIEW 2 TRAINING 3 PASSWORDS 4 COMMS 5 LOCK Press 2 and ENTER to select TRAINING TRAINING MODE ENTER TRAINING MODE N...

Page 20: ...ty the terminal will exit training mode and return to the idle prompt To exit training mode TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press MENU Or Press FUNCTION The next step depends on whet...

Page 21: ...R Key in 33 and press ENTER TRAINING MODE LEAVE TRAINING MODE NO YES Press the soft key next to YES or press ENTER to end TRAINING MODE DATE TIME ENTER AMOUNT The idle screen will no longer display TR...

Page 22: ...Hypercom Mobile GPRS Merchant Operating Guide Procedures 20 Receipt in Training Mode...

Page 23: ...ssword will then be used to unlock the terminal Alternatively your merchant password where available or refund password can be used to unlock the terminal also TERMINAL DISPLAY PROCEDURE DATE TIME ENT...

Page 24: ...be left at 0 00 Press ENTER Note Cash out is only available on cheque and savings accounts SALE INSERT SWIPE CARD If presented with a chip card insert the customer s card into the chip card reader Re...

Page 25: ...or press ENTER NO or CANCEL will cancel the transaction RECEIPT DO YOU REQUIRE A CUSTOMER COPY NO YES Press the soft key next to YES or press ENTER to print customer receipt Otherwise press the soft...

Page 26: ...nd their card If the transaction is declined the terminal will beep for two seconds and display an error message giving the reason An explanation of the error code is available in section 10 2 Respons...

Page 27: ...ress 2 and then ENTER to select CASH CASH ENTER CASH AMOUNT 0 00 CLEAR Key in the cash amount and press ENTER CASH INSERT SWIPE CARD Insert the customer s chip card into the chip card reader Or Swipe...

Page 28: ...serted and has not been removed yet Remove the card Note The terminal will continue to beep until the card has been removed Before completing the sale check that the transaction was approved Hand the...

Page 29: ...ISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press FUNCTION MERCHANT FUNCTION ENTER FUNCTION CLEAR Key in 4 and press ENTER Enter Refund Pswd MERCHANT NAME CLEAR Key in the refund password and press ENTER...

Page 30: ...CEIPT DO YOU REQUIRE A CUSTOMER COPY NO YES Press the soft key next to YES or press ENTER to print customer receipt Otherwise press the soft key next to NO or press CANCEL CHIP CARD PLEASE REMOVE CARD...

Page 31: ...Operating Guide Transaction Procedures 29 Approved Refund Receipt approved with PIN no signature required Approved Refund Receipt signature required Remember to always check the receipt to verify if a...

Page 32: ...LAY PROCEDURE DATE TIME ENTER AMOUNT Press FUNCTION MERCHANT FUNCTION ENTER FUNCTION CLEAR Key in 5 and press ENTER VOID ENTER INV ROC NO AND PRESS ENTER CLEAR Key in the ROC Record of Charge number p...

Page 33: ...ey next to YES or press ENTER If the customer is not present press ENTER to confirm the void NO or CANCEL will cancel the transaction RECEIPT DO YOU REQUIRE A CUSTOMER COPY NO YES Press the soft key n...

Page 34: ...Hypercom Mobile GPRS Merchant Operating Guide Transaction Procedures 32 Void Receipt Remember to always check the receipt to verify if a transaction has been approved...

Page 35: ...e with Cash transactions are enabled on the terminal you can enter a cash out amount The cash out amount may be left at 0 00 Press ENTER SALE INSERT SWIPE CARD Insert the customer s chip card into the...

Page 36: ...the receipt If the signature matches the signature on the card press the soft key next to YES or press ENTER NO or CANCEL will cancel the transaction RECEIPT DO YOU REQUIRE A CUSTOMER COPY NO YES Pre...

Page 37: ...ng Guide Transaction Procedures 35 Approved Sale with Tip Receipt approved with PIN no signature required Approved Sale with Tip Receipt signature required Remember to always check the receipt to veri...

Page 38: ...essed 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 s...

Page 39: ...ocedures 37 Receipt for tip addition Receipt for tip addition to be performed to be performed If tip is added a signature is required A signature is required regardless of whether a tip is added or no...

Page 40: ...al transaction and press ENTER SALE INV xxxxxx SEL MERCHANT NAME DATE TIME CARD ACCOUNT CARD NO SALE AMOUNT APPROVAL The original transaction details will display Press ENTER to confirm details SALE A...

Page 41: ...e press the soft key next to NO or press CANCEL TIP ADDITION ENTER INV ROC NO AND PRESS ENTER CLEAR The terminal returns to this prompt The operator can either enter a new ROC number or press CANCEL t...

Page 42: ...Hypercom Mobile GPRS Merchant Operating Guide Transaction Procedures 40 Tip Addition Receipt Remember to always check the receipt to verify if a transaction has been approved...

Page 43: ...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...

Page 44: ...ES Confirm the total amount by pressing the soft key next to YES or press ENTER Otherwise press the soft key next to NO or press CANCEL COMMS PROCESSING PLS WAIT The terminal is connecting to the bank...

Page 45: ...saction was approved If the transaction is declined the terminal will beep for two seconds and display an error message giving the reason An explanation of the error code is available in section 10 2...

Page 46: ...orisations for seven calendar days only The length of time funds are held on a customer s card varies depending on the rules set by the cardholder s card issuer Once obtained a pre authorisation canno...

Page 47: ...ES or press ENTER NO or CANCEL will cancel the transaction RECEIPT DO YOU REQUIRE A CUSTOMER COPY NO YES Press the soft key next to YES or press ENTER to print customer receipt Otherwise press the sof...

Page 48: ...perating Guide Transaction Procedures 46 Approved PreAuth Receipt approved with PIN no signature required Approved PreAuth Receipt signature required Remember to always check the receipt to verify if...

Page 49: ...number of the pre authorisation transaction Note The terminal retains pre authorisations for seven calendar days only 5 9 1 Using the ROC Number TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Pres...

Page 50: ...press ENTER NO or CANCEL will cancel the transaction RECEIPT DO YOU REQUIRE A CUSTOMER COPY NO YES Press the soft key next to YES or press ENTER to print customer receipt Otherwise press the soft key...

Page 51: ...TION MERCHANT FUNCTION ENTER FUNCTION CLEAR Key in 3 and press ENTER COMPLETION ENTER INV ROC NO AND OR PRESS ENTER CLEAR Press ENTER COMPLETION ENTER COMPLETION AMT 0 00 CLEAR Key in the completion a...

Page 52: ...ES 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 the soft key next to YE...

Page 53: ...Hypercom Mobile GPRS Merchant Operating Guide Transaction Procedures 51 Completion Receipt Remember to always check the receipt to verify if a transaction has been approved...

Page 54: ...print a report of all transactions performed since the last settlement without resetting the totals in the terminal TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press REPORTS REPORTS 1 TXN LISTI...

Page 55: ...Hypercom Mobile GPRS Merchant Operating Guide REPORTING FUNCTIONS 53 Sub Total Report...

Page 56: ...between 9 30pm and 11 00pm AEST To process a manual settlement TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press FUNCTION MERCHANT FUNCTION ENTER FUNCTION CLEAR Key in 8 and press ENTER SETTLEME...

Page 57: ...Hypercom Mobile GPRS Merchant Operating Guide REPORTING FUNCTIONS 55 Settlement Report...

Page 58: ...TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press FUNCTION MERCHANT FUNCTION ENTER FUNCTION CLEAR Key in 8 and press ENTER SETTLEMENT 1 SETTLEMENT 2 LAST SETTLEMENT 3 NEXT SETTLEMENT 4 LAST 7 SE...

Page 59: ...NT 2 LAST SETTLEMENT 3 NEXT SETTLEMENT 4 LAST 7 SETTLEMENT Press 4 and ENTER to select LAST 7 SETTLEMENTS SELECT SETTLE DATE 1 DD MM YYYY 2 DD MM YYYY 3 DD MM YYYY 4 DD MM YYYY 5 DD MM YYYY 6 DD MM YY...

Page 60: ...ON CLEAR Key in 6 and press ENTER REPRINT 1 LAST RECEIPT 2 INVOICE Press 1 and ENTER to select LAST RECEIPT RE PRINT INV xxxxxx SEL MERCHANT NAME DATE TIME EXP CARD ACCOUNT CARD NO SALE AMOUNT APPROVA...

Page 61: ...Hypercom Mobile GPRS Merchant Operating Guide REPORTING FUNCTIONS 59 Receipt Reprint...

Page 62: ...NCTION MERCHANT FUNCTION ENTER FUNCTION CLEAR Key in 6 and press ENTER REPRINT 1 LAST RECEIPT 2 INVOICE Press 2 and ENTER to select INVOICE REPRINT RECEIPT ENTER INV ROC NO AND PRESS ENTER CLEAR Key i...

Page 63: ...REVIEW REPRINT RECEIPT ENTER INV ROC NO AND OR PRESS ENTER CLEAR Key in the ROC number of the required transaction and press ENTER or press ENTER to scroll through the transactions REVIEW INV xxxxxx...

Page 64: ...ES or press ENTER to print customer receipt Otherwise press the soft key next to NO or press CANCEL REVIEW INV xxxxxx SEL MERCHANT NAME DATE TIME EXP CARD ACCOUNT CARD NO SALE AMOUNT APPROVAL The term...

Page 65: ...TING 2 SUBTOTAL REPORT 3 SHIFT TOTALS Press 1 and ENTER for TXN LISTING PRINT TXN LISTING 1 ALL TRANSACTIONS 2 SALE WITH TIP 3 SALE WITHOUT TIP 4 PRE AUTH REPORT 5 STORED TXNS Press 1 and ENTER to sel...

Page 66: ...Hypercom Mobile GPRS Merchant Operating Guide REPORTING FUNCTIONS 64 Transaction Log...

Page 67: ...OTAL REPORT 3 SHIFT TOTALS Press 1 and ENTER for TXN LISTING PRINT TXN LISTING 1 ALL TRANSACTIONS 2 SALE WITH TIP 3 SALE WITHOUT TIP 4 PRE AUTH REPORT 5 STORED TXNS Press 2 and ENTER to select SALE WI...

Page 68: ...Hypercom Mobile GPRS Merchant Operating Guide REPORTING FUNCTIONS 66 Tip Report...

Page 69: ...any current shift totals using the following process TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press REPORTS REPORTS 1 TXN LISTING 2 SUBTOTAL REPORT 3 SHIFT TOTALS Press 3 and ENTER for SHIFT...

Page 70: ...Hypercom Mobile GPRS Merchant Operating Guide REPORTING FUNCTIONS 68 Shift Report...

Page 71: ...to that merchant Or press the soft keys to scroll up and down through the available merchants Once the correct merchant is highlighted press ENTER to continue You will also be prompted to enter a mer...

Page 72: ...ss the soft key next to YES or press ENTER to confirm the amount Otherwise press the soft key next to NO or press CANCEL To enable this feature please contact the EFTPOS Helpdesk on 1300 650 977 Note...

Page 73: ...Hypercom Mobile GPRS Merchant Operating Guide Additional terminal features options 71 Receipt with Surcharging Enabled Remember to always check the receipt to verify if a transaction has been approved...

Page 74: ...LAY PROCEDURE DATE TIME ENTER AMOUNT Press FUNCTION MERCHANT FUNCTION ENTER FUNCTION CLEAR Key 45 and press ENTER PRE SET INPUT FUNCTION ENABLE PRE SET AMOUNTS NO YES Press the soft key next to YES or...

Page 75: ...SPLAY PROCEDURE DATE TIME 1 50 8 00 3 20 5 00 SELECT ENTER AMOUNT Press the soft key next to the amount you want to charge Alternately you can enter a base amount and then add a pre set amount to the...

Page 76: ...ISABLE PRE SET AMOUNTS NO YES To edit or remove the pre set amounts press the soft key next to NO EDIT PRESET AMOUNTS 1 1 50 2 0 00 3 0 00 4 0 00 5 0 00 6 0 00 Press the number which corresponds to th...

Page 77: ...1 50 2 0 00 3 0 00 4 0 00 5 0 00 6 0 00 Repeat this process for up to six pre set amounts Press CANCEL to return to the idle prompt Disable pre set amount PRE SET INPUT FUNCTION DISABLE PRE SET AMOUNT...

Page 78: ...Display the logo on the terminal and print it on your receipts Display the logo on the terminal but do not print it on your receipts Not display the logo on the terminal but print it on your receipts...

Page 79: ...differences apply to normal on line processing For credit card transactions that are over your credit card floor limit you will be required to enter an authorisation number which you can obtain by ca...

Page 80: ...nsactions to upload to the Bank the following message will be displayed TERMINAL DISPLAY PROCEDURE STORED TRANSACTION S ENTER AMOUNT STORED TRANSACTION S will scroll across the date and time bar at th...

Page 81: ...red with that 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 ch...

Page 82: ...solutions existing customers 9 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 les...

Page 83: ...V 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 They must remain secret You must not write...

Page 84: ...n again 5 Call the Helpdesk 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 pape...

Page 85: ...the location of the Response Codes Where your terminal displays a response code not listed in this guide and you use an electronic terminal supplied by us you should phone the EFTPOS Helpdesk on 1300...

Page 86: ...r 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...

Page 87: ...tension 500 51 CANNOT PAY Obtain another form of payment Advise cardholder to contact card issuer 52 WRONG ACCOUNT Retry the transaction selecting a different account If the transaction is declined ag...

Page 88: ...uer 75 CANNOT PAY Retry the transaction If the transaction is declined again obtain another form of payment Advise cardholder to contact card issuer 83 INVALID ACCOUNT Retry the transaction selecting...

Page 89: ...the problem persists CE NO CARRIER Turn terminal off then back on and retry the transaction Contact the Helpdesk if the problem persists FV INVALID FORMAT Turn terminal off then back on and retry the...

Page 90: ...88 Code Display Cause Action Y1 APPROVED The transaction has been approved Y3 APPROVED The transaction has been approved Z1 CANNOT PAY Obtain another form of payment Z3 ISSUER UNAVAILABLE Obtain anoth...

Page 91: ...he host has been lost GSM GPRS The wireless communications network used to connect a mobile EFTPOS terminal Manual Fall Back The use of a manual click clack imprinter as a back up when an electronic t...

Page 92: ...90 Hypercom Mobile GPRS Merchant Operating Guide Notes...

Page 93: ...91 Hypercom Mobile GPRS Merchant Operating Guide Notes...

Page 94: ...Hypercom Mobile GPRS Merchant Operating Guide 92 Notes...

Page 95: ...This page has been left blank intentionally...

Page 96: ...on contained in this brochure was correct at time of printing July 2011 and is subject to change St George Bank A Division of Westpac Banking Corporation ABN 33 007 457 141 AFSL 233714 ACL 233714 ST21...

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