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.

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6. STATIONERY
You have been supplied with an initial stock of stationery including:
• 1 x Imprinter
• 4 x Paper Rolls (for terminals only)
• 25 x Credit Card Summary Envelopes
• 25 x Cheque and Savings Summary Envelopes
• 25 x Credit Vouchers
• 25 x Sales Vouchers
• 25 x Merchant Summary Vouchers
• 25 x Eftpos Summary Vouchers
• 25 x Eftpos Refund Vouchers
• 25 x Eftpos Transaction Vouchers
• 1 x Head clean card
• 1 x Door Sticker (cards accepted)
• 1 x Apple Pay door sticker
• 1 x Google Pay door sticker
• 1 x Fraud Minimisation, Data Security and Chargeback Guide
• 1 x General Conditions
• 1 x Chargeback Reference Guide
• 1 x Manual Transaction Processing
• 1 x Terminal Quick Reference Guide (QRG)
To re-order stationery, please visit anz.com/merchant connect or contact ANZ Merchant
Services on 1800 039 025. Please note that you are only allowed to use the stationery
approved by ANZ.

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7. FRAUD MINIMISATION
Before commencing any transactions, please take time to read through the Fraud
Minimisation, Data Security and Chargeback guide at ANZ.com for further detailed fraud
information to assist you in protecting your business.
7.1 CARD PRESENT CARD CHECKLIST
How to Safeguard Against Fraud:
• Do not let anyone service or remove your terminal without viewing proper
identication
• Do not allow equipment to be used by unauthorised persons
• Keep Merchant Cards secure from unauthorised use
• Do not divulge cardholder information (e.g. card names or numbers)
• Retain the card until you have completed the security checks and obtained
Authorisation for the transaction
• Do not locate your terminal under a security camera or any other CCTV device.
Be alert for customers acting suspicious or who
• 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 identication
• 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.
What to do if you are suspicious of a transaction
• Ask for photographic identication (e.g. Driver’s Licence or passport) and ensure
that the details match the cardholder’s name. Record the details on your copy of the
transactio0 Voucher
Remember:
• Don’t risk it: If you remain suspicious about the transactions, refund the credit
transaction and ask your customer for a direct deposit or some other form of payment
(particularly for large value sales)
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.
Chip Card Processing
Chip Cards are embedded with a security microchip that provides further protection to
assist in decreasing the risk of fraudulent transactions and chargeback disputes. Look
at the card and if there is a chip, always insert the card into the chip reader at the rst
instance. As with any other transaction, a degree of caution must also be exhibited
when processing chip card transactions.
If:
• The terminal displays “Insert Chip”when the card is swiped through the terminal and
the card in question does not have a chip on it, do not proceed with the transaction
• The terminal displays “Insert Chip”and the chip, when inserted, cannot be read by the
terminal, do not proceed with the transaction.
7.2 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.
Before commencing any transaction check:
• Conrm that you are authorised to accept that particular card
• Check whether the card appears damaged or altered.
Check on the front of the card that:
• 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 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 rst 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 CVC2 (explanation to follow). It should not appear
suspicious or be made of inferior material.
Note: Some UnionPay cards may be issued with zeros or no expiry date. These cards are
still valid.

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Embossed Cards:
The cardholder name and number should be raised and not attened (unless it is a
genuine unembossed card)
The rst 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.
Check the signature during the transaction:
• 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 if a PIN is not used.
Card Validation Code (CVC2):
The Card Validation security feature is activated in all ANZ POS Move Terminals when
processing Mail Order and Telephone Order transactions.
Card Validation Code
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.
If the Card Validation Code has been bypassed (only press ENTER rather than entering
CVC) the following screen will be displayed:
When the transaction has been processed, check:
• The card number details against those printed on the transaction Record.
• The trading name and address details are correct.
• Ensure that‘Approved’or an approval number/code is printed on the
transaction Record.

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7.3 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 or inserting the presented card and
having the customer enter their PIN or, in certain circumstances, their signature.
7.4 CARDS LEFT AT PREMISES
From time to time customers may accidentally leave their debit or credit cards behind
at your premises. To ensure any potential fraud is minimised and to better align with
broader industry practices, a change to existing handling process is required.
Upon discovering a card left at your premises, you are to perform the following tasks:
• Retain the card in a safe place for a period of up to two business days;
• Hand the card to the customer claiming the card only after having established the
claimant’s identity by comparing signatures;
• If the requisite two business days have passed, destroy the card;
• Should the cardholder enquire about their missing card, instruct them to contact
their issuing institution.

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8. HANDLING CARDHOLDER INFORMATION
SECURELY & PCI DSS
You are responsible for the security of all cardholder and transaction information you
receive, process or store.
Businesses store credit card details for various purposes. While sometimes this is
necessary to support legitimate business practices, storage of card data can lead to theft
of customer information and signicant impact to your business. ANZ recommends that
card data is never stored on your systems.
If your business accepts MOTO (Mail Order/Telephone Order), eCommerce, Pre-
Authorisation or Manual transactions, you must ensure all cardholder data and
transaction records are received, processed and stored in compliance with the Payment
Card Industry Data Security Standard (PCI DSS).
If you need to process MOTO or eCommerce or transactions regularly, talk to ANZ about
our secure eCommerce payment solutions. Using a secure eCommerce solution, like a
Bank-hosted payment page or PCI-compliant payment gateway, can remove most of the
requirements for your business to store or handle card data directly, ensuring enhanced
security for your business.
8.1 PCI DSS – PAYMENT CARD INDUSTRY
DATA SECURITY STANDARD
The PCI DSS is a global security standard developed by Visa®, MasterCard®, AMEX and
other card schemes to ensure consistent security standards for all organisations that
store, process or transmit Cardholder information. Visa® and MasterCard® require all ANZ
merchants to be compliant with PCI DSS.
PCI DSS covers the following principles:
• Build and Maintain a Secure Network
• Protect Cardholder Data
• Maintain a Vulnerability Management Program
• Implement Strong Access Control Measures
• Regularly Monitor and Test Networks
• Maintain an Information Security Policy.
What are the benets of PCI DSS compliance?
PCI DSS compliance assists your business in protecting Payment Card data and
minimising risk of theft of Cardholder information or compromise of your business
systems. Maintaining a PCI DSS compliance program helps your business identify
potential vulnerabilities and may reduce the nancial penalties and remediation costs
from a data breach.

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Validating PCI DSS Compliance
To validate compliance with PCI DSS, your business must complete the following
validation tasks:
1) Annual PCI DSS Assessment
The Self-Assessment Questionnaire (SAQ) is a free assessment tool used to assess
compliance with the PCI DSS standards. There are 4 dierent SAQs, covering a variety of
payment processing environments, available to download from the PCI SSC website at:
https://www.pcisecuritystandards.org/merchants/self_assessment_form.php
Compliance assessments may also be performed by completing an onsite audit with
an independent PCI approved Qualied Security Assessor (QSA). PCI maintains a list of
PCI approved QSAs at: https://www.pcisecuritystandards.org/approved_companies_
providers/index.php
2) Quarterly Network Vulnerability Scans
If your business accepts payments via the Internet, or has any electronic storage of
Cardholder or transaction information, then Quarterly Network Vulnerability Scanning is
required to ensure compliance with PCI DSS.
An external vulnerability scan enables your business to assess your level of security from
potential external threats.
PCI-Approved scanning tools are used to generate trac that tests your network
equipment, hosts, and applications for known vulnerabilities; the scan is intended to
identify such vulnerabilities so they can be corrected.
ANZ provides a complimentary PCI DSS Compliance Program to our merchants,
including PCI-approved Network Vulnerability Scanning – please email
[email protected] or contact ANZ on 1800 039 025 to request access to our PCI
DSS program.
8.2 SECURING TRANSACTION RECORDS
In general, no Cardholder data should be stored unless it is strictly for use within the
business and absolutely necessary.
However, if you have authority from ANZ to process mail order / telephone order,
eCommerce or manual payments you may be required to store cardholder data
and transaction records. Please ensure all paper and electronic records containing
cardholder data are secured (e.g. locked ling cabinet), these may include: MOTO order
forms, merchant copies of Manual transactions, or pre-authorisation transactions.
Where storage of cardholder data is required, you must ensure both the type of
cardholder data retained, and the method used to store it is compliant with PCI DSS and
ANZ requirements.

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Here are a few simple guidelines:
• Never email credit card numbers or request your customers provide their credit card
number by email
• Ensure that you process eCommerce transactions with security codes (CVV2/CVC2),
but do not store these codes after they have been authorised
• Keep cardholder data storage to a minimum, only what is necessary for business or
legal needs
• Once a transaction is processed, obscure all digits except the rst 6 and
last 4 digits of the Credit Card Number (e.g. 1234 56XX XXXX 7890) on all paper
and electronic records
• Store cardholder data in a secure environment with strict controls and
restricted access
• Use strong passwords which are changed at least every 90 days for all administrator
roles and users with access your customer’s card details
• Avoid storing cardholder data on PC’s, Laptops or mobile phones
• Do not store your customer’s card details online or unencrypted on your computer
• Securely dispose of cardholder data as soon as its use has expired. PCI DSS
recommends shredding, pulping, incinerating or other methods which make it
impossible to reconstruct the cardholder data. ANZ requires you keep transaction
records for 30 months minimum.
Under no circumstances should sensitive information be stored; this information
includes security codes (CVV2, CVC2), PIN or magnetic stripe data.
The following sources provide guidance on card data storage:
• Refer to the General Conditions, ANZ Merchant Services Section 14 for ‘Information
collection, storage and disclosure’.
• For more information, visit the PCI Security Standards Council website at
https://www.pcisecuritystandards.org/index.shtml

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9. 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 then the Voucher is returned to you for correction.
9.1 TYPICAL CAUSES OF RETURN AND CORRECTIONS
• Incorrect Vouchers used and incorrect additions on Merchant Summary Vouchers
• Incomplete information e.g. card imprint cannot be read on the Voucher
• Banking of Vouchers from other card schemes e.g. American Express.
When you receive an 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.
9.2 CHARGEBACKS
A Chargeback is the term used for debiting a merchant’s bank account with the amount
of a transaction that had previously been credited. Chargebacks can have a nancial
impact on your business. It is important that you are fully aware of your obligations, the
processes involved and possible outcomes. Please take time to carefully read through
the Fraud Minimisation, Data Security and Chargeback guide at ANZ.com.
You may be charged back for the value of a credit or debit (card schemes-issued) card
sale where you have failed to follow the Bank’s procedures as stated in the General
Conditions, ANZ Merchant Services.
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 card schemes, Law or notied by ANZ.
Chargebacks can occur for a number of reasons including a scenario where a Cardholder
or their issuing bank justiably disputes liability for the transaction for any reason or
where the Merchant fails to comply with its obligations under the Merchant Agreement
in connection with the transaction.
A Chargeback will also occur if a Retrieval Request is left unanswered or returned out
of time by the merchant or if the supporting documentation supplied to the issuing
bank is not acceptable. In most cases, the value of the disputed transaction will be
automatically debited from the merchant’s account.

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Chargebacks can occur for a number of reasons:
• Processing errors
• Unauthorised use of a card
• No signature on the receipt
• Unauthorised transactions
• Invalid card account number
• Transaction exceeds oor limit
• Card details not imprinted on the sales voucher
• Incorrect transaction amount
• Expired card
• Transactions performed on a lost or stolen card
• Illegible details on the sales voucher
• Failing to respond to a retrieval request
• Merchandise not received by purchaser or wrong goods sent.
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).