ANZ multiPOS Turbo User manual

Merchant Operating Guide
multiPOS Turbo™
and mulitPOS™Mobile Terminals
Australia’s Merchant Specialist
Merchant Trading Name: ___________________________
Merchant Identification Number: ____________________
Terminal Identification Number: _____________________

Contents
1. Welcome 1
1.1 Merchant Agreement 1
1.2 Important Contact Details 1
1.3 Authorisation 2
1.4 Floor Limits 2
1.5 Change of Business Details 4
2. Cards You Can Accept 5
3. Merchant Cards 6
4. Equipment Maintenance 6
5. Stationary 7
6. Fraud Minimisation 8
7. Errors and Disputes 12
7.1 Typical Causes of Returns and Corrections 12
7.2 Chargebacks 12
8. multiPOS Turbo 13
8.1 Terminal Features 13
8.2 Terminal Keypad 13
8.3 Card Reader 14
8.4 How to Load Printer Paper 15
9. multiPOS Mobile 16
9.1 Terminal Features 16
9.2 Terminal Keypad 16
9.3 Card Reader 17
9.4 How to Load paper 17
9.5 Charge and Communication Points 18
9.6 Sim Card 18
9.7 Safety 19

10. Modes of Operation 21
10.1 Start Screen 21
10.2 Security Mode 21
10.3 Training Mode 22
11. Processing a Sale 24
11.1 How to Process a Cheque or Savings Purchase Transaction 24
11.2 How to Process a Credit Purchase Transaction using a
Magnetic Stripe Card 25
11.3 How to Process a Credit Purchase Transaction using a Chip Card 26
12. Processing a Cash Out Only Transaction 29
13. Processing a Refund Transaction 31
14. Electronic Fallback Processing (EFB) 35
15. Manual Transaction Processing 41
15.1 Paper Voucher Processing 41
15.2 Handkey (Manual Entry) Processing 47
16. Mail, Telephone and eCommerce Order Processing 49
16.1 How to Process a Mail Order Transaction 49
16.2 How to Process a Telephone Order Transaction 51
16.3 How to Process a eCommerce Order Transaction 53
17. Optional Features 55
17.1 Tip Transactions 55
17.2 Pre-Authorisation 61
17.3 Customer Preferred Currency 69
18. Terminal Error Messages 73
19. Settlement 76
20. Print Totals 77
21. Reprint the Last Record 81
22. Transaction Detail Report 82
23. Filing and Retention of Transaction Records and Vouchers 103

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1. Welcome
We are excited to welcome you as an ANZ Merchant and look forward to a long
association with you.
This Operating Guide provides you with information on cards you can accept, ways to
reduce fraud and what to do if errors or disputes are incurred. Clear and easy-to-follow
instructions on how to process Transactions via your ANZ Terminal are provided by
showing the terminal screen displays and instructions on what you need to do when
you see these display screens.
Please take time to read this manual thoroughly and ensure that your staff read it too.
1.1 Merchant Agreement
Your ANZ Merchant Agreement contains valuable information and important
requirements relating to operating procedures. Instructions in this Merchant Operating
Guide form part of the ANZ Merchant Agreement and may be varied or replaced by ANZ
at any time.
ANZ strongly recommends that you follow the security checks and procedures in this
guide to assist in identifying and minimising fraudulent, invalid or unacceptable
Transactions.
ANZ may conduct an investigation if a Transaction is believed to be fraudulent. The
operators of the applicable card schemes may also conduct their own investigations.
Your Merchant Agreement outlines the circumstances in which you will be liable for
such Transactions. If it is found that you have processed invalid or unacceptable
Transactions, you may be liable for the value of those Transactions. Please refer to
your Merchant Agreement for more details.
1.2 Important Contact Details
ANZ Merchant Services (24 hours/7 days a week): 1800 039 025 or [e-mail]
Online Stationery Ordering: www.anz.com/merchantconnect
Authorisation Centre:
- Credit Cards (Visa and MasterCard®) 1800 999 205
- Charge Cards (Diners Club) 1800 331 112
- Charge Cards (American Express/JCB) 1300 363 614
- Debit Cards (Cheque/Savings Accounts) 1800 039 025
NOTE: Calls to 1800 numbers from a mobile phone will incur normal mobile phone charges.

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1.3 Authorisation
Your terminal is designed to automatically seek Authorisation from the cardholder’s
Card Issuer while processing an Electronic Transaction.
Authorisation confirms that the card number is a valid card number and that there are
sufficient funds in the account. Despite a Transaction being ‘authorised’, the merchant
bears the risk that the customer is not the true cardholder.
Authorisation does not amount to verification that the Transaction is genuine nor does
it authenticate the customer.
NOTE:
• Authorisation of the Transaction does not mean that the true cardholder has authorised
the Transaction
• Authorisation does not protect the merchant from Chargebacks
• The bank, ANZ cannot guarantee that a Transaction has been conducted by the true
cardholder.
Authorisation Declined
Where an Authorisation is declined, please seek an alternative method of payment.
If the customer cannot pay, the goods should be reclaimed. For goods that cannot be
reclaimed (eg. food items, petrol etc), request photographic identification such as a
Driver’s Licence or take a description of the person and arrange with the customer to
provide an alternative method of payment. If unsuccessful, report the incident to
the Police.
1.4 Floor Limits
A Floor Limit is a dollar amount set for a particular type of card Transaction processed
via your merchant facility. Please note, Floor Limits relate to all Transactions.
Your Letter Of Offer outlines all Authorised Floor Limits that are specific to your
business. Some of these limits are specific to your business or industry, please insert
these Authorised Floor Limits in the appropriate spaces provided.
Authorised Floor Limits
Credit Card Floor Limits (including Visa and MasterCard Debit Transactions)
Manual (Imprinter):
Electronic Fallback:
Internet: $0
Mail Order & Telephone Order: $0
All Other Electronic Transactions: $0
Please insert your Authorised Floor Limit
Please insert your Authorised Floor Limit

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Debit Card Floor Limits (not including Visa and MasterCard Transactions)
• Service stations, taxis/limousines, liquor and convenience stores $60
• Supermarkets $200
• All Other $100
Charge Card Floor Limits
Diners Club: ________________________ American Express: ______________________
NOTE: A Zero Floor Limit applies to all Handkey Mail/Telephone Order and eCommerce Transactions.
You must phone the Authorisation Centre for Transactions over your Authorised Floor
Limit using the above phone numbers (refer to section 1.2) to verify if the account
has sufficient funds available to cover the Transaction. If approval is not obtained for
Transactions above your Authorised Floor Limit, you risk the Transaction being
charged back.
When you contact the Authorisation Centre, a Transaction will be ‘approved’ or
‘declined’. If declined, please advise the customer to contact the Card Issuer and seek
an alternative method of payment.
NOTE: An alpha character may be provided as part of the approval code. Select the numeric key
corresponding to the alpha character and press ‘SAV’ to scroll through options. Example: If character
‘C’ is required, select number ‘2’ on the pinpad and press the ‘SAV’ key until you scroll to character ‘C’,
then press ENTER.
NOTE: A Transaction may still be charged back despite being authorised by the Authorisation Centre.
Retain Card
If the Card Issuer has cancelled the card, the Authorisation Centre may ask you try to
retain the card.
NOTE: Never place yourself at risk when trying to retain cards.
Please insert your Authorised Floor Limit
Please insert your Authorised Floor Limit

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1.5 Change of Business Details
Your ANZ Merchant Agreement describes various situations in which you must notify
us of a change to your circumstances.
Please contact ANZ Merchant Services on 1800 039 025 if there are any changes to
your:
• Business name and/or address
• Business type or activities including changes in the nature or mode of operation
of your business
• Mailing address
• Ownership
• Bank/branch banking details
• Telephone or fax numbers.
Should your business be sold, cease to trade or no longer require an ANZ Merchant
Facility, please return all stationery, promotional material, Transaction Vouchers, Card
Imprinters and equipment (including Electronic Terminals) supplied in connection with
your Merchant Agreement to the location designated by ANZ Merchant Services.
The items above must be returned within 7 days. Failure to return the above items will
result in the charge of a Non-Return Fee.

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2. Cards You Can Accept
Credit Cards
Cardholders can use credit cards (MasterCard®and Visa) to access their credit card
accounts. Cardholders can also access cheque and savings accounts where those
accounts are linked to the credit card.
Cardholders can access these accounts through a multiPOS terminal using their PIN
(Personal Identification Number) or signature.
Debit Cards (Bank-issued)
Issued by banks and financial institutions, debit cards give cardholders access to
funds held in linked cheque or savings accounts but cannot be used to access funds
from credit card accounts.
Bank-issued debit cards require a PIN if processed through a terminal to operate. If
they are processed using Electronic or Paper Fallback, a signature would then be used.
Debit Cards (Scheme-issued)
Cardholders possessing a MasterCard or Visa debit card can select whether they use
a PIN or signature for their Transaction. Depending on the particular card that is used,
the terminal may prompt for signature only.
The cardholder should request the card to be processed as a ‘Debit’ Transaction if they
want to use a PIN or as a ‘Credit’ Transaction if they want the Transaction to be verified
by their signature.
Charge Cards
Processing charge cards is essentially the same as processing credit card Transactions.
To accept charge cards, you must have an agreement with the charge card Issuer (eg.
Diners Club, American Express and JCB).

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3. Merchant Cards
You have been provided with two Merchant Cards. These are designed to assist you
with different tasks, including processing Refund Transactions and Manual Paper
Voucher Transactions.
Always keep your Merchant Cards in a safe place.
It is important that the correct cards are used at all times.
Replacement Merchant Cards can be ordered from ANZ Merchant Services on
1800 039 025.
multiPOS and EftPOS Merchant Card
• To Authorise a Refund Transaction, swipe through
Magnetic Stripe Card Reader
• To exit Security Mode, swipe through Magnetic
Stripe Card Reader
• To imprint your manual EftPOS Merchant Summary
Vouchers for cheque and savings Transactions
• As reference for your Terminal Identification Number
(TID).
Merchant Summary Card
Your Merchant Summary Card is required when you
imprint your Merchant Summary Voucher for Manual
Credit Card Transactions and as a reference for your
ANZ Merchant Identification Number (MID).
4. Equipment Maintenance
It is your responsibility to provide a clean operating environment for your terminal.
Liquids and dust may damage the terminal components and can prevent it from
operating. To order a Magnetic Stripe Card Reader Cleaner, please visit www.anz.com/
merchantconnect or contact ANZ Merchant Services on 1800 039 025.
Its important to clean your terminal regularly to maintain its operating efficiency as you
may be charged if it is damaged. The terminal and screen may be wiped clean using a
damp cloth. Do not use abrasive materials. Use a soft brush to keep the keypad
dust-free.
NOTE: Please do not tamper with or remove the terminal housing. Do not disconnect your terminal’s
power supply or communication line unless instructed to do so by ANZ Merchant Services.

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5. Stationery
You have been supplied with an initial stock of stationery including:
• 6 multiPOS Paper Rolls (for electronic terminals only)
• 25 x Credit Card Summary Envelopes
• 25 x Credit Card Sales Vouchers
• 25 x Credit Card Refund Vouchers
• 25 x Merchant Summary Vouchers
• 25 x Cheque/Savings Summary Envelopes
• 25 x Cheque/Savings Sales Vouchers
• 25 x Cheque/Savings Refund Vouchers
• 25 x EftPOS Summary Vouchers
• Magnetic Stripe Card Reader Cleaner
To re-order stationery, please visit www.anz.com/merchantconnect or contact ANZ
Merchant Services on 1800 039 025.

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6. Fraud Minimisation
Before Commencing any Transaction:
• Confirm that you are authorised to accept that particular card
• Check whether the card appears damaged or altered.
How to Safeguard Against Fraud:
• Do not let anyone service or remove your terminal without viewing proper
identification
• Do not allow equipment to be used by unauthorised persons
• Keep Merchant Cards secure from unauthorised use
• When making a manual imprint of a card, destroy the carbon (black) sheets
• Do not divulge cardholder information (eg. card names or numbers)
• Retain the card until you have completed the security checks and obtained
Authorisation for the Transaction.
Is Your Customer Acting Suspiciously?
• Appear nervous, overly talkative or in a hurry
• Arrive on closing time
• Try to rush you or distract you
• Carry the card loose or by itself
• Have no means of identification
• Make numerous purchases under your Authorised Floor Limit
• Make purchases without regard to size, quality or price of goods
• Ask to split Transactions into smaller amounts
• Ask for Transactions to be manually entered
• Sign the Voucher or Transaction Voucher slowly or unnaturally.
If You Are Suspicious:
• Ask for photographic identification (eg. Driver’s Licence or passport) and ensure
that the details match the cardholder’s name. Record the details on your copy of
the Transaction Voucher.
• For MasterCard and Visa Transactions, call the Authorisation Centre on
1800 999 205 (select option 1).
• You may be asked a series of ‘YES’ or ‘NO’ questions to help the operator
determine whether you should proceed with the Transaction.
NOTE: Never place yourself at risk - your safety comes first.
Please report all fraudulent activities to the Police immediately.

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Split Ticket Transactions
A Transaction may be deemed invalid and charged back to you if, in ANZ’s
reasonable opinion, it relates to one or more purchases made in the same merchant
establishment which have been split into two or more Transactions.
Fraud Minimisation for Credit Cards
The following checks are vital in helping you identify and minimise fraudulent credit
card Transactions via your ANZ Merchant Facility.
Card Front:
• Ensure that the name on the card is appropriate to the customer. Identity theft may
have occurred if you are presented with a card containing the name of a cartoon
character, a feminine name on a card presented by a male or other questionable
scenarios
• The printing on the card should look professional
• The card must have current validity dates (a card can only be used from the first day
of the ‘valid from’ month to the last day of the ‘until end’ month)
• Cards should look 3-dimensional and contain familiar security features such as a
hologram, signature panel and CVC (explanation to follow). It should not appear
suspicious or be made of inferior material.
Embossed Cards:
• The cardholder name and number should be raised and not flattened (unless it is a
genuine unembossed card)
• The first four digits of the embossed number must match the pre-printed four digits
on the card
• The embossing should be clear and even.
Unembossed Cards:
• A cardholder name may or may not be included
• Can be used for electronic Transactions only
• The cardholder name and number are printed rather than raised
Signature:
• A signature should appear within the signature panel on the card
• The signature or signature panel should not appear to have been altered
• The customer’s signature on the Transaction Voucher should match the signature
on the card.

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Card Validation Code (CVC):
The Card Validation security feature
is activated in all ANZ mulitPOS
Terminals when processing Mail Order
and Telephone Order Transactions. To
activate the CVC for other Transactions
please contact ANZ Merchant Services on
1800 039 025.
If activated, a new screen will appear
when processing financial Transactions.
Turn the cardholder’s credit card over and locate the last 3-digits of the number
printed on the signature panel. If the Transaction is initiated via mail, telephone
or Internet, instruct the cardholder to locate and quote the 3-digits on the
signature panel.
NOTE: American Express cards have a four digit code located on the front of the card. Diners Club cards
have a three digit code on the reverse of the signature panel.
After Processing the Transaction:
• Check the card number details against those printed on the Transaction Record
• Ensure that ‘Approved’ or an approval number/code is printed on the
Transaction Record.
Fraud Minimisation for Debit Cards
The following procedures are vital in helping you identify and minimise fraudulent
debit card Transactions via your Merchant Facility.
Debit Transactions are to be processed by swiping the presented card and having the
customer enter their PIN or signature depending on the debit card type.
Manual Debit Card Processing Procedure
If you are unable to process a debit Transaction online due to a terminal,
communications or system failure, you may choose to process the Transaction using
the Manual Paper Voucher system. Please report any terminal, communications and
system failures to ANZ Merchant Services immediately and obtain Authorisation to
process the debit Transaction manually.
Card Validation Code.
VERIFICATION NO? At this display screen, key in the Card Validation
Code then press ENTER.
Terminal Display

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Under no circumstances is a Debit Card Transaction to be processed as a Manual
Transaction where the card’s magnetic stripe is damaged or is unable to be read by
the Electronic Terminal. If this occurs please seek an alternative payment method from
the cardholder.
Before manually processing any other debit Transactions, you must swipe the
cardholder’s card through the terminal to check if the failure has been rectified.
NOTE: The correct Paper Voucher should be used for the type of card being used and account being
accessed. Please ensure you are using the correct Vouchers before processing the Manual Transaction
(for more information, please refer to section 15.1)
Authorisation must be obtained for all Transactions over your Authorised Floor Limit.
(For more information on Authorised Floor Limits refer to section 1.4)
A Manual Debit Card Voucher is NOT to be prepared when the terminal error message
indicates:
• Card damage
• Card error refer
• Card not accepted
• Invalid expiry date.
Another form of payment should be requested in this case.

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7. Errors and Disputes
A Return and Correction (R&C) refers to a Voucher from a debit or credit card
Transaction that cannot be processed consequently the Transaction is debited from
your bank account and returned to you for correction.
7.1 Typical Causes of Return and Corrections
• Incorrect Vouchers used and incorrect additions on Merchant Summary Vouchers
• Incomplete information eg. card imprint cannot be read on the Voucher
• Banking of Vouchers from other Schemes eg. American Express
When you receive a R&C, an explanation will be given as to why it cannot be
processed. Make sure you rectify the problem before re-submitting the Voucher for
processing. Please ensure that the corrected Vouchers are submitted as soon as
possible to ensure that the Issuing Bank does not reject them as a result of being
banked out of time.
7.2 Chargebacks
Please refer to the General Conditions of your ANZ Merchant Agreement. You may
be charged back for the value of a credit or debit (Schemes-issued) card sale where
you have failed to follow the Bank’s procedures as stated in this Merchant Operating
Guide or in the General Conditions of your ANZ Merchant Agreement.
NOTE: You must retain information about a Transaction whether processed manually or electronically for
a period of 30 months from the date of the Transaction or such other period required by Law or notified
by ANZ.
Chargebacks can occur for a number of reasons:
• A Transaction has been processed using an invalid card ie. the card has expired or
is not yet valid
• A sale over your Floor Limit is processed without Authorisation
• A split sale is processed using two or more Vouchers
• A credit Voucher was not processed for returned goods
• A sale is processed without the cardholder’s authority.
A Transaction can also be charged back to you if a cardholder disputes a Transaction
and you are unable to produce copies of the relevant Transaction Vouchers.
NOTE: The examples given above are not an exhaustive list of the circumstances in which a Transaction
may be charged back to you. Please refer to the General Conditions of your Merchant Agreement for
further information on Chargebacks.
If you need assistance understanding a particular Return and Correction or
Chargeback, please contact ANZ Merchant Services on 1800 039 025 (24 hours a day,
7 days a week).

8. multiPOS Turbo
This Operating Guide provides everything you need to know about processing debit
and credit Transactions using your ANZ multiPOS Turbo terminal. This terminal is
designed to accept payment using Magnetic Stripe and Chip Cards.
Please take time to read it thoroughly and ensure that your staff read it too.
8.1 Terminal Features
The multiPOS Turbo terminal incorporates a backlit graphic screen with large graphic
display, 18-key backlit keypad and thermal ‘easy loading’ printer.
8.2 Terminal Keypad
‘SOFT-FUNCTION’ KEYS – CHQ (Green), SAV (Green) and CR (Red)
These soft-function keys allow you to access the particular account type required.
They are also used as function keys for special features such as security.
NUMBER KEYS (Black)
Use the number keys to enter in the Transaction amounts, Authorisation Numbers and
when the handkey function is required.
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Paper FEED key
CHQ, SAV & CR
(soft-function keys)
CANCEL key
CLEAR key
ENTER key
FUNCtion key
Printer
Chip Card Reader
Magnetic Stripe
Card Reader

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ENTER (Green)
The ENTER key will turn the terminal on. It also confirms that all values and details
(including signatures and PINs) are correct in the EFT portion of the purchase, cash-
out (refer to section 12) and Refund Transactions (refer to section 13). It confirms that
the Transaction can be sent to the Bank for verification and approval. It is also used to
cycle forward through the soft-function key menus.
CANCEL (Red)
The CANCEL key is used to cancel the current function and return the terminal to the
idle state. It is also used to cycle backwards through the soft-function key menus.
CLEAR (Yellow)
Press the CLEAR key to correct any invalid data entry. The CLEAR key will also cycle
backwards through the Transaction steps if an error is made.
FUNC (Black)
Use the FUNC key to access the terminals function menus and Manual Handkey
processing.
FEED (Black)
Use the FEED key to perform a 20mm paper feed.
8.3 Card Reader
Magnetic Stripe Card Reader
The card can be read via the Magnetic Stripe Card Reader
located on the right hand side of the terminal.
The card can be read by swiping from the top to the
bottom of the terminal (or vice versa), with the magnetic
stripe facing down towards the terminal.
Use a regular movement to ensure a reliable card
reading.
Chip Card Reader
Insert the Chip credit or debit card horizontally into the
bottom of the terminal with the metal chip facing upwards.
Leave the Chip Card in this position throughout the
Transaction.
The Chip credit or debit card can be removed from the
terminal when signature verification is required or as
instructed by the terminal.

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8.4 How to Load Printer Paper
• It is recommended that you switch
off the terminal’s power supply
before loading paper.
• Lift the paper compartment cover.
• Remove the empty paper roll.
• Drop in the new paper roll with the
cut end of the roll protruding from
underneath. No feeding of the
paper through rollers is required.
• Firmly close the cover, turn the
terminal power on and press the
paper FEED button.
NOTE: Do not tamper with or remove the terminal housing
FEED key
Metal blade to
tear off paper
Paper compartment cover

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9. multiPOS Mobile
9.1 Terminal Features
The ANZ multiPOS Mobile terminal incorporates the keypad and thermal printer. It also
includes a battery charger to plug into the rear of the terminal.
9.2 Terminal Keypad
‘SOFT-FUNCTION’ KEYS – CHQ (Green), SAV (Green) and CR (Red)
These soft-function keys allow you to access the particular account type required. They
are also used as function keys to access special features such as security.
NUMBER KEYS (black)
Use the number keys to enter in the amount of Transactions, authorisation numbers
and when the handkey function is required.
ENTER (Green)
The ENTER key will turn the terminal on. It also confirms that all values and details
(including signatures and PINs) are correct in the EFT portion of the purchase, cash
out (refer to section 12) and refund Transactions (refer to section 13). It confirms that
the Transaction can be sent to the Bank for verification and approval. It is also used to
cycle forward through the soft-function key menus.
CANCEL (Red)
The CANCEL key is used to cancel the current function and return the terminal to the
idle state. It is also used to cycle backwards through the soft-function key menus.
CLEAR (Yellow) Press the CLEAR key to correct any invalid data entry. The CLEAR key
will also cycle backwards through the Transaction steps if an error is made.
Paper FEED key
CHQ, SAV & CR
(soft-function keys)
CANCEL key
CLEAR key
ENTER key
FUNCtion key
Printer
Chip Card Reader
Magnetic Stripe
Card Reader