ANZ POS MOVE User manual

MERCHANT OPERATING GUIDE
06.2019
ANZ POS MOVE™

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CONTENTS
1. Welcome 4
1.1 Merchant Agreement 4
1.2 Important Contact Details 4
1.3 Authorisation 5
1.4 Floor Limits 5
1.5 Change of Business Details 7
2. Cards You Can Accept 8
3. Passwords 9
3.1 Forgotten Password 9
4. Merchant Cards 10
5. Equipment Maintenance 10
6. Stationery 11
7. Fraud Minimisation 12
7.1 Card Present Card Checklist 12
7.2 Fraud Minimisation for Credit Cards 13
7.3 Fraud Minimisation for Debit Cards 15
7.4 Cards Left at Premises 15
8. Handling Cardholder information securely & PCI DSS 16
8.1 PCI DSS – Payment Card Industry Data Security Standard 16
1) Annual PCI DSS Assessment 17
2) Quarterly Network Vulnerability Scans 17
9. Errors and Disputes 19
9.1 Typical Causes of Return and Corrections 19
9.2 Chargebacks 19
10. ANZ POS Move Terminal 21
10.1 ANZ POS Move Terminal menu structure 21
10.2 Terminal Features 22
ANZ POS Move Terminal 22
10.3 ANZ POS Move Basic Functions 23
10.4 Terminal Keypad 23
10.5 Card Reader 24
10.6 How to Load Printer Paper 24
10.7 Battery 25
10.8 How the battery can be charged 25
10.8.1 Using the base 25
10.8.2 Using the MicroUSB charger 25
10.8.3 Using the terminal power supply (the terminal is o the base) 25
10.8.4 Power jack directly to the terminal 25
10.9 SIM Card 25
10.10 Safety 26

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11. Processing a sale 27
11.1 Processing Sale – Contactless Card, Smartphone or Wearable
(Purchase Amount less than $100) 27
11.2 Processing Sale – Contactless Card, Smartphone or Wearable
(Purchase Amount more than $100) 28
11.3 Processing a Sale with Cash out 29
11.4 Processing a Sale – Insert (EMV) and Swipe with PIN or Signature 30
11.5 Processing a Cash-Out Only Transaction 31
12. Refunds 32
12.1 Processing a Refund transaction 32
13. Pre-Authorisation 34
13.1 Processing a Pre-Authorisation 35
13.2 Pre-Authorisation Completion 36
13.3 Pre-Authorisation Cancel 38
14. Hand key (Manual Entry) Processing 39
14.1 Processing a Hand key transaction With a Cardholder Present 39
15. Mail Order Telephone Order (MOTO) 41
15.1 Processing a Mail/Telephone Order transaction (Scheme Cards only) 41
16. Settlement 43
16.1 Initiate Manual Settlement 43
17. Print Transactions 44
17.1 Print Last Transaction 44
18. Print Report 45
18.1 Audit 45
18.2 Last Settlement 46
18.3 Totals by Summary Totals 46
18.4 Totals by Sub Total 47
18.5 Review Batch 48
19. Change Merchant Password 48
20. Communication Options 49
20.1 Switching to an alternative communication option 50
21. Conguring Communication type 50
21.1 Set Up the Terminal for Broadband Internet via Ethernet Communication 50
21.2 Set Up the Terminal for Broadband Internet via Wi-Fi Communication 51
21.3 Pair the terminal and base for Bluetooth 52
22. ANZ POS Move Terminal – Integrated 53
22.1 How to Install ANZ POS Move Terminal – Integrated 53
23. Common terminal error messages 58
24. Filing and Retention of transaction Records and Vouchers 60

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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. Please take
time to read this manual thoroughly and ensure that your sta
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 changed or replaced by
us in accordance with the terms of the merchant agreement. 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 the General Conditions, ANZ Merchant
Services for more details.
1.2 IMPORTANT CONTACT DETAILS
ANZ Merchant Services (24 hours a day/7 days a week):
1800 039 025 or [email protected]
Online Stationery Ordering:
https://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. Phone authorisation not available for Union Pay.

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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 conrms that the card
number is a valid card number and that there are sucient 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 verication that the transaction is
genuine nor does it authenticate the customer.
• 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 (e.g. food items, petrol etc), request photographic identication 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
Oer outlines all Authorised Floor Limits that are specic to your business. Some of these
limits are specic 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):
Internet:
Mail Order & Telephone Order:
All Other Electronic transactions:

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Note: Please refer to your Merchant Agreement for further information on Floor Limits
that apply to Manual Imprinter.
Debit Card Floor Limits (not including Visa® and MasterCard® transactions)
All Merchants cash/combined purchase/cash $0
Service stations, taxis/limousines, liquor and convenience stores $60
Supermarkets $200
All Other $100.
Charge Card Floor Limits
Diners Club: ___________________ American Express: ____________________
Note: A $0 Floor Limit applies to all Hand key 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 sucient 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: A transaction may still be charged back despite being authorised by the
Authorisation Centre.
Note: A $0 oor limit applies to all UnionPay transactions.

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1.5 CHANGE OF BUSINESS DETAILS
The General Conditions describe various situations in which you must notify us of a
change to your circumstances.
Please visit https://www.anz.com/merchantconnect to complete and submit the
respective form or 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
• Industry
• Email Address.
Should your business be sold, cease to trade or no longer require an ANZ Merchant
Facility, please contact ANZ Merchant Services on 1800 039 025.
The General Conditions set out your obligations when your business is sold, ceases to
trade or no longer requires an ANZ Merchant Facility.
You must ensure that all stationery, promotional material, transaction Vouchers, Card
Imprinters and equipment (including Electronic Terminals) are returned to ANZ, based
on the closure instructions provided by ANZ Merchant Services.
Please note that it is the authorised merchant’s responsibility to ensure that the
Merchant Facility is returned. Failure to do so, may result in the continual charge of
Terminal Rental Fees until all equipment is returned in accordance with condition 16(iv)
of the ANZ Merchant Services General Conditions.

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2. CARDS YOU CAN ACCEPT
Credit Cards
Cardholders can use credit cards (Visa®, MasterCard® and UnionPay) to perform
transactions through the ANZ terminal on 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 the ANZ terminal using
their PIN (Personal Identication Number) and in certain circumstances, their signature.
Cardholders can also use their contactless card or Smartphone to make the purchase by
tapping the terminal’s contactless reader. For contactless transactions under the certain
purchase value, PIN or signature may not be required to verify a transaction.
Debit Cards
Cardholders possessing a debit card will use a PIN for verication in most circumstances.
Cardholders can also use their contactless card or Smartphone to make the purchase by
tapping the terminal’s contactless reader. For contactless transactions under or equal to
the certain purchase value (AUD $100.00), PIN or signature may not be required to verify
a transaction.
Note: Debit Cards are not allowed to process Paper Voucher or Manual transactions
unless Authorisation has been obtained (refer to section 1.4 Floor Limits).
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 (e.g.
Diners Club, American Express and JCB).
Note: Pre-authorisation transactions still require you to swipe or insert the customer’s
debit cards and credit cards in order to complete the transaction. You are unable to tap
the customer’s contactless card or Smartphone to complete these transactions.

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3. PASSWORDS
To restrict access to certain PINpad functions and processing of transactions, a default
merchant password has been set on the terminal. Access to the below functions cannot
proceed until a valid password is entered when prompted by the ANZ POS Move
terminal. Please note passwords only apply to ANZ POS Move standalone terminals.
• Refund
• MOTO
• Hand Key (Manual)
Each terminal you have will have a password and it is your responsibility to keep your
password secure, and share with authorised sta only. Unauthorised access to this
password can result in unauthorised refund and MOTO/Hand key transactions via your
merchant facility resulting in nancial loss to your business.
To protect against fraud and prevent any unauthorised use;
• For each terminal, change your merchant password periodically, ideally at least every
six months and/or after an authorised sta member has left your business.
• Ensure only you and your authorised employees have access to your ANZ POS Move
terminals and passwords.
• When processing transactions that require passwords, ensure there are no customers
observing while you are entering your password.
• Protect all passwords against unauthorised use.
• Never save your password in an easily accessible location.
ANZ will use your contact details for all the ongoing password related communications.
To ensure you receive all the necessary communications, it is your responsibility to
contact ANZ to keep these details up to date for each of your site.
3.1 FORGOTTEN PASSWORD
If you have forgotten your Password, please contact ANZ Merchant Services on
1800 039 025 between the hours of 6am – 11pm, 7 days a week, to request a
password reset.
Note: ANZ will validate the caller by performing certain checks as advised as part of your
on boarding. Should you require a sta member to request a password reset on your
behalf, please ensure they have been provided with the relevant information.

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4. MERCHANT CARDS
You have been provided with two dierent types of Merchant Cards. These are designed
to assist you with processing Manual Paper Voucher Transactions. It is your responsibility
to always keep your Merchant Cards in a safe place, and ensure only authorised
sta have access to these cards. Unauthorised access to these cards can result in
unauthorised refunds via your merchant facility resulting in theft from your business.
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 by the authorised person from your business.
EFTPOS Merchant Card (Terminal ID card)
• To imprint your manual EFTPOS Merchant Summary Vouchers for cheque and
savings transactions
• As reference for your Terminal Identication Number (TID).
Merchant Summary Card (Merchant ID 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
Identication Number (MID).
5. 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 https://www.anz.
com/merchantconnect or contact ANZ Merchant Services on 1800 039 025.
To prevent a re, power units and cords should be inspected regularly. If any damage
to the power units and cords are found on your terminal, please contact ANZ Merchant
Services on 1800 039 025 for assistance. It is important to clean your terminal regularly
to maintain its operating eciency 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.
• Please do not tamper with or remove the terminal housing
• Do not place the stickers on the terminals
• Do not disconnect your terminal’s power supply or communication line unless
instructed to do so by ANZ Merchant Services.