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PC-EFTPOS i3070 MERCHANT OPERATING GUIDE – TROUBLE SHOOTING

9.0 Trouble Shooting.

9.1 Hardware Faults.

Hardware Faults

Action

No response from
the terminal

1.  Ensure that the curly cable is securely connected to the terminal.
2.  Re-seat the cable if required.
3.  Retry the transaction.
4.  Call the Helpdesk if the problem persists.

Terminal not
reading cards

1. Re-insert/swipe the card as per instructions in section 4.0.
2. If there is still no response from the card reader, re-seat the curly

cable to reset the terminal.

3. Retry the transaction.
4. Call the Helpdesk if the problem persists.

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Содержание PC-EFTPOS i3070

Страница 1: ...PC EFTPOS i3070 Merchant Operating Guide 235220_ST21532_0611 indd 1 4 07 11 4 42 PM...

Страница 2: ...ards only 1300 650 977 American Express Authorisations 1300 363 614 JCB Authorisations 1300 363 614 Diners Club Authorisations 1800 331 112 THE FOLLOWING HELP DESK IS AVAILABLE TO YOU MONDAY TO FRIDAY...

Страница 3: ...with Cash Transaction 20 5 3 How to Process a Cash Only Transaction 22 5 4 How to Process a Refund 24 5 5 How to Void a Transaction 26 5 6 How to Process a Sale with Tip 28 5 7 How to Process a Tip A...

Страница 4: ...Agreement with the Bank 1 1 Merchant Responsibility for Equipment and Materials Provided Imprinters terminals any other hardware or equipment and any unused stationery and promotional materials suppl...

Страница 5: ...ems of stationery relating to 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 within...

Страница 6: ...OS i3070 kit includes an i3070 terminal a detachable power supply and cable an RS232 serial cable DB9 to RJ45 a USB serial cable USB to RJ45 2 2 Keypad Layout 3 def 6 mno 9 wxy 2 abc 5 jkl 8 tuv 1 Q Z...

Страница 7: ...Reader The reader where a card is inserted to read the chip 2 3 Connecting the PC EFTPOS i3070 Terminal The PC EFTPOS i3070 terminal can be connected to the PC using either an RS232 serial cable DB9 t...

Страница 8: ...EAR NO Press the ENTER key for USB mode 7 Ensure the EFT Client points to the COM port that the USB cable has been connected to so that the pinpad will be detected by the PC The status on the EFT Clie...

Страница 9: ...on a clear flat surface close to a mains power outlet and telephone socket The connectors are located underneath the modem as shown 2 Plug the RJ12 phone connector on the curly end of the Y powered c...

Страница 10: ...and Telstra Argent Terminal Adaptor ATA This is supplied and installed by Telstra Other equipment required Serial cable DB9 to DB9 DB25 Note the required cable is dependant on the Argent ATA that has...

Страница 11: ...quires the use of an internet connection supplied by you and the PC EFTPOS IP Gateway software package supplied by PC EFTPOS It does not require any additional cables or equipment The software is inst...

Страница 12: ...s 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 Void passwords will have a default setti...

Страница 13: ...ace 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 it 5...

Страница 14: ...d 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 transaction is subsequently disputed by the car...

Страница 15: ...if no keys are pressed For offline PIN on chip cards the terminal will check the PIN attempt counter and if there is only one attempt remaining a warning will be displayed 4 5 Operating Training Mode...

Страница 16: ...e flag on the POS and initiate a transaction PURCHASE X XX PRESENT CARD TRAINING MODE Insert the customer s chip card into the chip card reader Or Swipe the customer s card through the card reader Pro...

Страница 17: ...22 JUN 09 16 14 AID A0000000041010 TC AF6702D8211E2290 AMOUNT 2 00 TOTAL AUD 2 00 AUTH 837514 APPROVED 00 CARDHOLDER SIGN HERE X CUSTOMER COPY TRAINING ONLY NOT A VALID TRANSACTION MasterCard 1234 C...

Страница 18: ...READY LOGO hh mm dd mm yy Remove the training mode flag on the POS and the terminal is now ready to process live transactions again At the end of training mode all transactions are reset and previous...

Страница 19: ...able accounts for the card entered CREDIT X XX PIN AND OR ENTER Where prompted have the cardholder key in their PIN and press Enter or just press Enter1 Refer to section 4 4 for the appropriate PIN en...

Страница 20: ...need to be obtained to authorise the transaction The entering of PIN on debit is mandatory 2 If the terminal reads ENTER AUTH ID please refer to section 7 0 where available Before completing the sale...

Страница 21: ...23 DATE TIME 23 JUN 09 16 56 AID A0000000041010 TC 244F234AC7FD7547 AMOUNT 28 00 TOTAL AUD AUTH 123456 APPROVED 00 CARDHOLDER SIGN HERE X CUSTOMER COPY ST GEORGE TEST LAB MONTGOMERY STREET KOGARAH NSW...

Страница 22: ...agnetic Stripe Card in section 4 2 PUR CASH X XX SELECT ACCOUNT CHQ SAV Have the cardholder select their account type Note Credit is not an option CHEQUE X XX PIN AND ENTER Have the cardholder key in...

Страница 23: ...SW 2217 DEBIT 123456 1234 C ACCT TYPE CHEQUE TRANS TYPE PUR CASH TERMINAL ID 28010101 POS REF 123456789876 INV ROC NO 000520 BANK REF 000123 DATE TIME 23 JUN 09 10 45 AMOUNT 13 00 CASH OUT 20 00 TOTAL...

Страница 24: ...ipe Card in section 4 2 CASH OUT X XX SELECT ACCOUNT CHQ SAV Have the cardholder select their account type Note Credit is not an option CHEQUE X XX PIN AND ENTER Have the cardholder key in their PIN a...

Страница 25: ...NSW 2217 DEBIT 123456 234 C ACCT TYPE CHEQUE TRANS TYPE CASH OUT TERMINAL ID 28010101 POS REF 123456789876 INV ROC NO 000522 BANK REF 000123 DATE TIME 23 JUN 09 10 46 CASH OUT 20 00 TOTAL AUD 20 00 A...

Страница 26: ...customer scardthroughthecardreader RefertoSwiping a Magnetic Stripe Card insection4 2 REFUND X XX SELECT ACCOUNT CHQ SAV CR Have the cardholder select their account type CREDIT X XX PIN AND OR ENTER W...

Страница 27: ...r code is available in section 9 2 Response Codes Approved Refund Receipt signature required Approved Refund Receipt approved with PIN no signature required MERCHANT COPY ST GEORGE TEST LAB MONTGOMERY...

Страница 28: ...the transaction that needs adjustment on the POS and press ACCEPT PASSWORD Key in the void password and press ENTER SCANNING BATCH PLEASE WAIT The terminal will search for the transaction VERIFY VOID...

Страница 29: ...AF6702D8211E2290 AMOUNT 73 00 TOTAL AUD 73 00 AUTH 837514 APPROVED 08 CARDHOLDER SIGN HERE X CUSTOMER COPY ST GEORGE TEST LAB MONTGOMERY STREET KOGARAH NSW 2217 MasterCard 1234 C ACCT TYPE CREDIT TRAN...

Страница 30: ...HASE X XX SELECT ACCOUNT CHQ SAV CR Have the cardholder select their account type Note The terminal will only display the available accounts for the card entered Tips can only be added to transactions...

Страница 31: ...tial transaction was approved Hand the customer their copy of the transaction record and their card If the transaction is declined the terminal will display an error message giving the reason An expla...

Страница 32: ...ARDHOLDER SIGN HERE X CUSTOMER COPY ST GEORGE TEST LAB MONTGOMERY STREET KOGARAH NSW 2217 MasterCard 1234 C ACCT TYPE CREDIT TRANS TYPE PURCHASE TERMINAL ID 28010101 POS REF 123456789876 INV ROC NO 00...

Страница 33: ...applies even if the original purchase is approved with PIN A signature does not need to be obtained if the receipt shows the original purchase as Approved and no Tip is added TERMINAL DISPLAY PROCEDUR...

Страница 34: ...000041010 TC 68A5AD0B8F422FE2 AMOUNT 24 00 TIP TOTAL AUD AUTH 535953 APPROVED 00 CARDHOLDER SIGN HERE X CUSTOMER COPY ST GEORGE TEST LAB MONTGOMERY STREET KOGARAH NSW 2217 MasterCard 1234 C ACCT TYPE...

Страница 35: ...4 C ACCT TYPE CREDIT TRANS TYPE TIP ADJUST TERMINAL ID 28010101 POS REF 123456789876 INV ROC NO 000580 BANK REF 001065 DATE TIME 23 JUN 09 16 14 AID A0000000041010 TC AF6702D8211E2290 AMOUNT 24 00 TIP...

Страница 36: ...ntee that the person whose name appears on the card is making the purchase or that the purchase will not be subject to a chargeback You will be liable for all chargebacks on MOTO ECOM transactions You...

Страница 37: ...Codes Approved MOTO Receipt MERCHANT COPY ST GEORGE TEST LAB MONTGOMERY STREET KOGARAH NSW 2217 MasterCard 1234 M ACCT TYPE CREDIT TRANS TYPE MOTO PURCH TERMINAL ID 28010101 POS REF 123456789876 INV...

Страница 38: ...except by the card issuer or until the authorisation expires TERMINAL DISPLAY PROCEDURE READY LOGO hh mm dd mm yy Initiate a pre authorisation transaction via the POS PRE AUTH X XX PRESENT CARD Ifpre...

Страница 39: ...T COPY ST GEORGE TEST LAB MONTGOMERY STREET KOGARAH NSW 2217 MasterCard 1111 1111 1111 1111 C ACCT TYPE CREDIT TRANS TYPE PRE AUTH TERMINAL ID 28010101 POS REF 123456789876 INV ROC NO 000580 BANK REF...

Страница 40: ...Key in the ROC number of the transaction that you are enquiring about on the POS and press ACCEPT SCANNING BATCH PLEASE WAIT The terminal will search for the transaction VERIFY AUTH CORRECT The trans...

Страница 41: ...mber of the transaction that needs completing on the POS and press ACCEPT SCANNING BATCH PLEASE WAIT The terminal will search for the transaction VERIFY CHECK OUT CORRECT The transaction details will...

Страница 42: ...8 AID A0000000041010 TC FCB4E55B34C5EDCA AMOUNT 26 00 TOTAL AUD 26 00 APPROVED 08 CARDHOLDER SIGN HERE X CUSTOMER COPY ST GEORGE TEST LAB MONTGOMERY STREET KOGARAH NSW 2217 MasterCard 1234 C ACCT TYPE...

Страница 43: ...card swipe the customer s card through the card reader Refer to Swiping a Magnetic Stripe Card in section 4 2 CREDIT X XX PIN OR ENTER Have the cardholder key in their PIN and press ENTER or just pre...

Страница 44: ...582 BANK REF 001234 DATE TIME 23 JUN 09 13 08 AMOUNT 26 00 TOTAL AUD 26 00 APPROVED 08 CARDHOLDER SIGN HERE X CUSTOMER COPY ST GEORGE TEST LAB MONTGOMERY STREET KOGARAH NSW 2217 MasterCard 1234 C ACCT...

Страница 45: ...tlement The terminal will have a default automatic settlement time unless nominated by you at the time of application which can vary by business You as the authorised signatory may contact the EFTPOS...

Страница 46: ...AL REFUND 99999 99 NET TOTAL AUD 99999 99 AMEX TOTALS PURCHASE COUNT 999 REFUND COUNT 999 PURCHASE 99999 99 REFUND 99999 99 TOTAL AUD 99999 99 Continued DINERS TOTALS PURCHASE COUNT 999 REFUND COUNT 9...

Страница 47: ...ent without resetting the totals TERMINAL DISPLAY PROCEDURE READY LOGO hh mm dd mm yy Initiate a pre settlement via the POS PRE SETTLEMENT PLEASE WAIT The terminal is connecting to the bank and proces...

Страница 48: ...OUNT 999 REFUND COUNT 999 PURCHASE 99999 99 REFUND 99999 99 TOTAL AUD 99999 99 AMEX TOTALS PURCHASE COUNT 999 REFUND COUNT 999 PURCHASE 99999 99 REFUND 99999 99 TOTAL AUD 99999 99 DINERS TOTALS PURCHA...

Страница 49: ...d TERMINAL DISPLAY PROCEDURE READY LOGO hh mm dd mm yy Initiate a last settlement via the POS LAST SETTLEMENT PLEASE WAIT The terminal is connecting to the bank and processing the last settlement LAST...

Страница 50: ...99 DEBIT TOTALS TOTAL COUNT 999 TOTAL AUD 99999 99 CREDIT DEBIT TOTALS TOTAL COUNT 999 TOTAL AUD 99999 99 AMEX TOTALS TOTAL COUNT 999 TOTAL AUD 99999 99 JCB TOTALS TOTAL COUNT 999 TOTAL AUD 99999 99...

Страница 51: ...limit you will be required to enter an authorisation number which you can obtain by calling 1300 301 831 Alternatively ask your customer for an alternate means of payment Signature capture is required...

Страница 52: ...APPROVED 08 P7 CARDHOLDER SIGN HERE X CUSTOMER COPY ST GEORGE TEST LAB MONTGOMERY STREET KOGARAH NSW 2217 MasterCard 1111 C ACCT TYPE CREDIT TRANS TYPE PURCHASE TERMINAL ID 28010101 POS REF 000000004...

Страница 53: ...n 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...

Страница 54: ...rs 8 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...

Страница 55: ...rd 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 them down or save them e...

Страница 56: ...he terminal 2 Re seat the cable if required 3 Retry the transaction 4 Call the Helpdesk if the problem persists Terminal not reading cards 1 Re insert swipe the card as per instructions in section 4 0...

Страница 57: ...ME 23 JUN 09 11 35 AID A0000000041010 TC 244F234AC7FD7547 AMOUNT 20 00 TOTAL AUD 20 00 AUTH 182126 APPROVED 00 Remember to always check the receipt to verify if a transaction has been approved Where y...

Страница 58: ...ed 03 INVALID PPID Contact the Helpdesk 04 CONTACT CARD ISSUER Obtain another form of payment Advise cardholder to contact card issuer 05 CANNOT PAY Obtain another form of payment Advise cardholder to...

Страница 59: ...n 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 again obtain another form of paym...

Страница 60: ...dholder to contact card issuer 91 ISSUER NOT AVAILABLE Bank is unavailable retry the transaction If the transaction is declined again follow manual fall back procedures as explained in section 7 2 94...

Страница 61: ...ED SYSTEM ERROR Retry the transaction Contact the Helpdesk if the problem persists Z1 CANNOT PAY Obtain another form of payment Z3 ISSUER UNAVAILABLE Obtain another form of payment Z4 CANNOT PAY Obtai...

Страница 62: ...communication with the host has been lost Manual Fall Back The use of a manual click clack imprinter as a back up when an electronic terminal is not working Merchant ID Number An eight digit number us...

Страница 63: ...This page has been left blank intentionally 235220_ST21532_0611 indd 61 4 07 11 4 43 PM...

Страница 64: ...tpac Banking CorporationABN 33 007 457 141AFSL 233714ACL 233714 Information contained in this brochure was correct at the time of printing June 2011 and is subject to change ST21532 06 11 235220_ST215...

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