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NAB EFTPOS User Guide

Below are some common error messages that may appear on your terminal that you can resolve

Message

Description

Action to take

DECLINED

Card is not supported

Decline transaction.

Advise customer that the card cannot be accepted
by the terminal, and obtain another form of payment

OPERATOR TIMEOUT

The terminal has reached an
inactivity time out

The transaction is cancelled.

Wait for the error message to disappear and the
terminal to return to Idle state. Retry the transaction

SIGNATURE ERROR

Transaction has been cancelled
due to signature mismatch

Obtain another form of payment

TRANSACTION CANCELLED

Transaction has been deliberately
cancelled

Wait for the error message to disappear and the
terminal to return to Idle state. Retry the transaction

CARD EXPIRED

An expired card has been presented
for payment

Decline transaction.

Advise customer that the card has expired, and obtain
another form of payment

BATCH FULL

The transaction batch is full and the
terminal is unable to accept further
transactions

Decline transaction.

Perform manual settlement and retry
the transaction

INVALID NUMBER

Card presented has failed a check
when it was read by the terminal

Decline the transaction.

Wait for the error message to disappear and
the terminal to return to Idle state. Retry the
transaction. If the error persists, advise customer
the card number is invalid and obtain another
form of payment

NO RESPONSE

Communication error, no response
from host

Decline the transaction.

Wait for the error message to disappear and
the terminal to return to Idle state. Retry the
transaction.

POWER FAILED

No power to PINpad

Remove terminal from base, and turn off terminal.
Ensure all cables are plugged in properly, and turn
on the terminal again. Ensure the battery symbol is
flashing (i.e. the terminal is charging).

Retry the transaction

NO SIGNAL/
NETWORK ERROR

No GPRS signal, or terminal is unable
to detect the signal

Decline the transaction.

Restart the terminal and check for the GPRS signal
on the status bar

SYSTEM ERROR

This is a terminal configuration issue

Call the Merchant Services Centre for help to resolve
the issue

Contact the Merchant Services Centre to resolve any other error codes. The numbers to call are noted on page 5.

COMMON ERROR MESSAGES

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Содержание EFTPOS Ingenico

Страница 1: ...NAB EFTPOS for Countertop Mobile Terminals User Guide ...

Страница 2: ...2 NAB EFTPOS User Guide YOUR NAB EFTPOS TERMINAL ...

Страница 3: ... number 26 Transaction listing 27 Print Settlement Totals Pre Settlement 28 Print Settlement Totals Last Settlement 29 Manual Settlement 30 Automatic Settlement Time Set up 31 Pre Authorisation 33 Pre Authorisation Completion 36 Surcharge 40 Surcharge Turn on off 41 Surcharge Card Acceptance Set up 42 MOTO 45 Manual Key Entry 48 Void Last 51 Change Merchant Password 53 Additional Pinpad Functions ...

Страница 4: ...down all the error information as well as your merchant and terminal numbers so your query can be quickly resolved For Authorisation Credit Cards 13 25 15 Debit Cards Cheque or Savings 1300 360 852 American Express 1300 363 614 Diners Club 1800 331 112 Sales Enquiries 1300 EFTPOS 1300 338 767 8am 6pm Monday to Friday Fraud related enquiries 1300 668 046 8am 5pm Monday to Friday Lost or Stolen card...

Страница 5: ...ide 5 GETTING TO KNOW YOUR NAB EFTPOS INGENICO TERMINAL Contactless landing zone Terminal display touchscreen Telephone style keypad Swipe reader Menu key Cancel key Clear key Enter Power on key Chip card reader Feed key ...

Страница 6: ...learing entered data or moving back to the previous screen The CANCEL button on the keypad is used to cancel the current function and return to the Home screen The Function button on the keypad is used to perform certain advanced functions on the terminal F2 F3 Press F2 on the touchscreen to scroll down the menu options Press F3 on the touchscreen to scroll up the menu options Basic functions Powe...

Страница 7: ...nu option 1 Press F2 to scroll down and F3 to scroll up to the menu item and press ENTER or 2 Press the menu item number on the keypad All cards can be used on the terminal using Tap using the contactless feature Insert using the chip or Swipe using the magnetic stripe GETTING TO KNOW YOUR NAB EFTPOS INGENICO TERMINAL CONTINUED ...

Страница 8: ... where the following icon displays at the top of the terminal If the sale is less than 100 there is no need for your customer to enter a PIN or sign the merchant receipt If the sale is over 100 your customer will be required to enter a PIN or sign the merchant receipt Printing the customer receipt is optional regardless of the transaction amount Are there any restrictions in using Contactless If t...

Страница 9: ...rd Ensure your customer holds their card over the contactless logo until all four bars light up and the terminal sounds a beep This will only take a few seconds Step 3 Ask customer to enter a PIN and press ENTER if required Step 4 An acknowledgement displays once the sale has been approved and the merchant receipt will print SALE TAP ...

Страница 10: ...10 NAB EFTPOS User Guide Step 5 Press Yes to print the customer receipt if required SALE TAP CONTINUED ...

Страница 11: ... the sale amount directly from the home screen and press ENTER Step 2 Ask customer to INSERT or SWIPE their card Step 3 Ask customer to select their account Step 4 Ask customer to enter their PIN and press ENTER SALE INSERT SWIPE USING PIN ...

Страница 12: ...An acknowledgement displays once the sale has been approved and the merchant receipt will print Remove card from the terminal if inserted Step 6 Press Yes to print the customer receipt if required SALE INSERT SWIPE USING PIN CONTINUED ...

Страница 13: ...le for cards issued overseas Step 1 Enter the sale amount directly from the home screen and press ENTER Step 2 Ask customer to INSERT or SWIPE their card Step 3 Ask customer to select an account Step 4 Ask customer to press ENTER SALE INSERT SWIPE USING SIGNATURE ...

Страница 14: ... with signature request will print Remove card from the terminal Step 6 Ask customer to sign the receipt You will need to verify your customer s signature with the signature on the card If this is correct press Yes Step 7 Press Yes to print the customer receipt if required SALE INSERT SWIPE USING SIGNATURE CONTINUED ...

Страница 15: ...e If you have enabled the cash out feature an additional screen will display after you enter the sale amount A sale with cash out transaction is shown as one total item in the settlement report and on the monthly merchant statement Step 1 Enter the sale amount directly from the home screen and press ENTER Step 2 Enter the cash out amount and press ENTER Step 3 Ask customer to INSERT or SWIPE their...

Страница 16: ...nter their PIN and press ENTER Step 6 An Approved acknowledgement displays once the sale has been successfully processed and the merchant receipt will print automatically Ask customer to remove their card Step 7 Press Yes to print the customer receipt if required SALE WITH CASH OUT CONTINUED ...

Страница 17: ...rchant Service Centre A sale with tip transaction is shown as one total item in the settlement report and on the monthly merchant statement Step 1 Enter the sale amount directly from the home screen and press ENTER Step 2 Enter the tip amount and press ENTER Step 3 Review the total amount and press ENTER Step 4 Ask customer to TAP SWIPE or INSERT their card SALE WITH TIP ...

Страница 18: ...Ask customer to enter their PIN and press ENTER Step 7 An acknowledgement displays once the sale has been approved and the merchant receipt will print Remove card from the terminal if inserted Step 8 Press Yes to print the customer receipt if required SALE WITH TIP CONTINUED ...

Страница 19: ...ansactions It is an optional feature that you may enable or disable by contacting the Merchant Service Centre Step 1 Press the Menu key Step 2 Press 1 to select Transactions Step 3 Press 3 to select Cash Out Step 4 Enter the cash amount and press ENTER Step 5 Ask customer to INSERT or SWIPE their card CASH OUT ONLY ...

Страница 20: ...nter their PIN and press ENTER Step 8 An Approved acknowledgement displays once the cash out has been successfully processed and the merchant receipt will print automatically Ask customer to remove their card Step 9 Press Yes to print the customer receipt if required CASH OUT ONLY CONTINUED ...

Страница 21: ...he Customer s account statement The Refund feature is optional You may enable or disable the Refund feature by contacting the Merchant Service Centre Transaction and terminal refund limits apply Step 1 Press the Menu key Step 2 Press 1 to select Transactions Step 3 Press 4 to select Refund Step 4 Enter the refund amount and press ENTER Step 5 Enter your refund password and press ENTER REFUNDS ...

Страница 22: ... Step 8 Ask customer to press ENTER to print the refund receipt to sign Note Even if a PIN is entered a signed receipt will still be required Step 9 An acknowledgement displays once the refund has been approved and the merchant receipt with signature request will print Remove card from the terminal REFUNDS CONTINUED ...

Страница 23: ...he refund within 2 to 4 business days for Visa MasterCard and EFTPOS transactions and up to 5 business days for UnionPay cards Note For your protection against fraud please ensure your passwords are changed regularly Always compare the signature on the card with the signature on the receipt You should always swipe or insert the card through the terminal rather than key entering the card informatio...

Страница 24: ...minal screen before you proceed to print a duplicate receipt Step 1 Press the Menu key Step 2 Press 3 to select Batch Step 3 Press 3 to select Review Batch Step 4 The details of the last transaction display Step 5 Press F3 to select Info for further details about the transaction REVIEW DETAILS OF THE LAST TRANSACTION ...

Страница 25: ...te receipt for the last transaction processed Step 1 Press the Menu key Step 2 Press 2 to select Print Step 3 Press 1 to select Transactions Step 4 Press 1 to select Last A duplicate Customer receipt for the last transaction will print RE PRINT RECEIPT LAST TRANSACTION ...

Страница 26: ... within the same settlement period Step 1 Press the Menu key Step 2 Press 2 to select Print Step 3 Press 1 to select Transactions Step 4 Press 1 to select Invoice Step 5 Enter the invoice number and press ENTER Step 6 Press ENTER to print the duplicate customer receipt RE PRINT RECEIPT PAST TRANSACTIONS WITH INVOICE NUMBER ...

Страница 27: ...a print out of all transactions processed since the last settlement Step 1 Press the Menu key Step 2 Press 2 to select Print Step 3 Press 2 to select Reports Step 4 Press 1 to select Audit The transaction list will begin printing TRANSACTION LISTING ...

Страница 28: ...t does not settle the terminal Step 1 Press the MENU button on the home screen Step 2 Press 3 to select Batch Step 3 Press 4 to select Batch Totals A pre settlement receipt prints which lists the batch totals Step 4 Press Yes to print a transaction list A transaction list prints that lists all individual transactions PRINT SETTLEMENT TOTALS PRE SETTLEMENT ...

Страница 29: ...the total value of the transactions by card type at Last Settlement Step 1 Press the Menu key Step 2 Press 3 to select Batch Step 3 Press 2 to select Last Settlement The last settlement receipt prints automatically PRINT SETTLEMENT TOTALS LAST SETTLEMENT ...

Страница 30: ... daily unless a manual settlement is performed Step 1 Press the Menu key Step 2 Press 3 to select Batch Step 3 Press 1 to select Settle The settlement process commences and when successfully processed the settlement receipt will print Step 4 Press Yes to print a transaction list A transaction list prints that lists all individual transactions MANUAL SETTLEMENT ...

Страница 31: ...time that you specify The terminal must be switched on for automatic settlement to occur For overnight settlements it is recommended the terminal remains on its charging base Step 1 Press the Func key Step 2 Enter 13 using the PINpad and press ENTER Step 3 Press ENTER to change the time Step 4 Enter the new time in the 24 hour HH MM format and press ENTER ...

Страница 32: ...32 NAB EFTPOS User Guide AUTOMATIC SETTLEMENT TIME SET UP CONTINUED Step 5 The new settlement time displays Step 6 Press CANCEL to exit ...

Страница 33: ...r s financial institution The funds held are not debited from the cardholder s account until final payment a Pre Authorisation Completion is processed It is important to retain the Pre Authorisation merchant receipt as the pre authorisation completion cannot be completed without the Approval Code from the receipt Pre Authorisations are available for credit cards only Step 1 Press the Menu key Step...

Страница 34: ...NTER to sign Step 7 An Approved acknowledgement displays once the pre authorisation has been processed successfully and the merchant receipt will print automatically Remove card from the terminal Step 8 Ask customer to sign the receipt if required You will need to verify your customer s signature with the signature on the card Press Yes if the signature matches ...

Страница 35: ...NAB EFTPOS User Guide 35 PRE AUTHORISATION CONTINUED Step 9 Press Yes to print the customer receipt if required ...

Страница 36: ...transaction A Pre Authorisation Completion transaction should be performed within 7 days from when the Pre Authorisation was processed The value amount is generally held for up to 7 days on pre authorisation depending on the cardholder s financial institution Step 1 Press the Menu key Step 2 Press 1 to select Transaction Step 3 Press 6 to select Completion Step 4 Enter the pre authorisation comple...

Страница 37: ...action retrieved by the terminal If the pre authorisation transaction is not found on the terminal the customer s credit card will be required Proceed to Step 6a Otherwise proceed to step 7 Step 6a Ask customer to INSERT or SWIPE their card Step 6b Enter the last 8 digits of the RRN from the merchant receipt and press ENTER PRE AUTHORISATION COMPLETION CONTINUED ...

Страница 38: ...NTER Step 6d Press ENTER to confirm the completion transaction Step 6e An Approved acknowledgement displays once the completion has been processed successfully and the merchant receipt will print automatically Remove card from the terminal Proceed to Step 8 Step 7 Press ENTER to confirm the completion transaction The merchant receipt will print automatically ...

Страница 39: ...OMPLETION CONTINUED Step 8 Ask customer to sign the receipt if required You will need to verify your customer s signature with the signature on the card Press Yes if the signature matches Step 9 Press Yes to print the customer receipt if required ...

Страница 40: ...you do decide to charge customers a fee for paying by a debit or credit card you will need to make sure you do not act in a misleading or deceptive way You should ensure customers are aware of The extra charge and The surcharge rate before the transaction is entered into This can be done in many ways including in store notices or prominent messages on bills Customers can choose whether to pay the ...

Страница 41: ...er Guide 41 SURCHARGE TURN ON OFF Step 1 Press the Menu key Step 2 Press 4 to select Terminal Step 3 Press 4 to select Surcharging Step 4 Press F1 to select Enable Step 5 Surcharging is enabled Press CANCEL to exit ...

Страница 42: ...SURCHARGE CARD ACCEPTANCE SET UP Step 1 Press the Menu key Step 2 Press 4 to select Terminal Step 3 Press 4 to select Surcharging Step 4 Press ENTER Step 5 Use the F2 and F3 buttons to scroll to the card issuer and press ENTER ...

Страница 43: ...ARD ACCEPTANCE SET UP CONTINUED Step 6 Press 1 to enter a Fixed Fee or 2 to enter a Percentage of the Total Step 7 Enter the fixed fee amount or percentage of the total rate and press ENTER Step 8 Press ENTER to confirm the value entered ...

Страница 44: ...Guide SURCHARGE CARD ACCEPTANCE SET UP CONTINUED Step 9 The value entered will display in the Select Issuer screen Repeat steps 5 to 8 for each card or account type to apply a surcharge value Step 10 Press CANCEL to exit ...

Страница 45: ...ions do not incur a surcharge and the transaction will display as MOTO on the receipt and settlement transaction listing MOTO transactions can be processed on credit or charge cards only Step 1 Press the Menu key Step 2 Press 1 to select Transaction Step 3 Press 7 to select MOTO Step 4 Enter the sale amount and press ENTER Step 5 Commence entering the customer s card number ...

Страница 46: ...6 Complete entering the customer s card number and press ENTER Step 7 Enter the card expiry date in MMYY format and press ENTER Step 8 Enter the CCV number from the card and press ENTER Step 9 Press the corresponding number to select type of order ...

Страница 47: ...ponding number to select frequency of transaction Step 11 Press ENTER to confirm the MOTO transaction Step 12 An acknowledgement displays once the sale has been approved and the merchant receipt will print Step 13 Press Yes to print the customer receipt if required ...

Страница 48: ...lly enter card details without first attempting to swipe or insert the card in the card readers Using this function will require customer signature verification and any surcharge that has been set on the terminal will apply to the sale Step 1 Enter the sale amount directly from the home screen and press ENTER Step 2 Commence entering the customer s card number Step 3 Complete entering the customer...

Страница 49: ...d expiry date in MMYY format and press ENTER Step 5 Enter the CCV number from the card and press ENTER Step 6 Press ENTER to confirm the transaction Step 7 An acknowledgement displays once the sale has been approved and the merchant receipt with signature request will print ...

Страница 50: ...AL KEY ENTRY CONTINUED Step 8 Ask customer to sign the receipt You will need to verify your customer s signature with the signature on the card If this is correct press Yes Step 9 Press Yes to print the customer receipt if required ...

Страница 51: ...ppear on the Merchant Statement Settlement report or on the cardholder s statement Note This function is only available for credit transactions If you need to cancel a debit cheque or savings transaction a refund must be processed Step 1 Press the Menu key Step 2 Press 3 to select Batch Step 3 Press 5 to select Void Last Step 4 Review the transaction details and press ENTER to confirm The merchant...

Страница 52: ...52 NAB EFTPOS User Guide Step 5 An acknowledgement will be displayed once the transaction has been voided Step 6 Press ENTER to print the customer receipt if required VOID LAST CONTINUED ...

Страница 53: ...s you to change the Merchant password This password change feature will change your refund password only Step 1 Press the Func key Step 2 Enter 90 using the PINpad and press ENTER Step 3 Press ENTER to change the password Step 4 Enter the current password and press ENTER ...

Страница 54: ...54 NAB EFTPOS User Guide CHANGE MERCHANT PASSWORD CONTINUED Step 5 Enter the new password and press ENTER Step 6 Enter the new password again and press ENTER Step 7 A confirmation message displays ...

Страница 55: ...ill display on the PINPad Function Description 1 View Batch 5 Display Transaction Totals 8 View Batch Number 21 View Transaction By Invoice Number 58 Print Tip Report 70 Reprint Last Statement 71 Reprint Last Statement from Host 72 Reprint Last Transaction Record 73 Reprint Specific Transaction Record 74 View Host Totals 75 View Transaction List 120 Display auto settlement time ADDITIONAL PINPAD F...

Страница 56: ...e stationery order will be sent after a logon or the next financial transaction You will receive an order of 20 rolls within 2 5 business days Step 1 Press the Func key Step 2 Enter 30 using the PINpad and press ENTER Step 3 Press ENTER to order receipt rolls Step 4 A message displays to confirm the order has been submitted ...

Страница 57: ...ft catch up Pull cover open Step 2 Insert the paper roll into the compartment as shown below Step 3 Pull the paper up towards the top of the terminal Step 4 Maintain the paper and close the cover Step 5 Press simultaneously on both upper corners of the contactless landing zone as shown by red arrows below until it clips into position Step 6 If required press the Feed key on the keypad to advance t...

Страница 58: ...s Decline transaction Perform manual settlement and retry the transaction INVALID NUMBER Card presented has failed a check when it was read by the terminal Decline the transaction Wait for the error message to disappear and the terminal to return to Idle state Retry the transaction If the error persists advise customer the card number is invalid and obtain another form of payment NO RESPONSE Commu...

Страница 59: ...lback situation i e stores transact offline and will be updated to the server at a later time Amounts above your floor limit require an approval code to be obtained from the appropriate authorisation centre and entered when requested into the terminal For authorisations call Credit Cards 13 25 15 Debit Cards 1300 360 852 ELECTRONIC FALLBACK PROCEDURE ...

Страница 60: ...o 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 car...

Страница 61: ...ly termination closure or where all equipment is not returned to NAB Failure to complete this process will see fees continue to be charged to your account until completion Fees will be charged in accordance with the Merchant Agreement and Letter of Offer Terminal rental fees are charged per calendar month or part thereof There are no refunds or pro rata calculation of terminal rental fees should y...

Страница 62: ...62 NAB EFTPOS User Guide NOTES ...

Страница 63: ...NAB EFTPOS User Guide 63 NOTES ...

Страница 64: ... 2016 National Australia Bank Limited ABN 12 004 044 937 AFSL and Australian Credit Licence 230686 A124156 0416 ...

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