ANZ POS PLUS Instruction sheet

PB– 1
Merchant Operating Guide
ANZ POS PLUS™
INTEGRATED EFTPOS SOLUTIONS
Merchant Trading Name:
Merchant Identication Number:
Terminal Identication Number:

Contents
1. Welcome 4
1.1 Merchant Agreement 4
1.2 Important Contact Details 4
1.3 Authorisation 4
1.4 Floor Limits 5
1.5 Change of Business Details 6
2. Cards You Can Accept 6
3. Merchant Cards 7
4. Equipment Maintenance 8
5. Stationery 8
6. Fraud Minimisation 8
7. Errors and Disputes 14
7.1 Typical Causes of Return and Corrections 14
7.2 Chargebacks 14
8. ANZ POS Plus 15
8.1 Terminal Features 15
8.2 Terminal Keypad 15
8.3 Card Reader 16
9. Processing a Sale 17
9.1 How to Process a Cheque or Savings Purchase Transaction (Applies to both
Magnetic Stripe and Chip Cards) 17
9.2 How to Process a Credit Purchase Transaction using a Magnetic Stripe Card 18
9.3 How to Process a Credit Purchase Transaction using a Chip Card 20
10. Processing a Cash-Out Only Transaction 23
11. Processing a Refund Transaction 24
12. Electronic Fallback (EFB) Processing 28
13. Manual Transaction Processing 33
13.1 Paper Voucher Processing 33
13.2 Hand key (Manual Entry) Processing 39
14. Mail, Telephone and eCommerce Order Processing 41
14.1 How to Process a Mail Order Transaction (Credit Cards only) 41
14.2 How to Process a Telephone Order Transaction (Credit Cards only) 43
14.3 How to Process an eCommerce Order Transaction (Credit Cards only) 44
15. Optional Features 46
15.1 Tip@Terminal (Tip with PIN) Transactions 46
15.2 Pre-Authorisation 49
15.3 Customer Preferred Currency 57

16. Terminal Error Messages 60
17. Settlement 63
18. Print Totals 64
19. Reprint the Last Record 64
20. Transaction Detail Report 64
21. Filing and Retention of Transaction Records and Vouchers 92

1. Welcome
We are pleased to welcome you as an ANZ Merchant and look forward to a long association
with you.
This Merchant 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 on 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. As your Point of Sale (POS) system leads the
transaction, instructions in this Merchant Operating Guide may instruct you to refer to your
POS manual.
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 the General Conditions,
ANZ Merchant Services for more details.
1.2 Important Contact Details
ANZ Merchant Services (24 hours/7 days a week): 1800 039 025 or [email protected]
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.
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
• 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
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 $0 Floor Limit applies to all Hand key Mail/Telephone Order and eCommerce transactions
(refer to section 13 and 14 of this guide).
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
4–5
Please insert your Authorised Floor Limit
Please insert your Authorised Floor Limit

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 cor-
responding 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 that you try to
retain the card.
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 contact ANZ Merchant Services immediately on 1800 039 025.
The ANZ Merchant Services General Conditions sets 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) is returned to ANZ, based on the
closure instructions provided by ANZ Merchant Services.
Please Note :It is the authorised merchant’s responsibility to ensure that the Merchant Facility is re-
turned. 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.
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.

6–7
Cardholders can access these accounts through an ANZ POS Plus terminal using their PIN
(Personal Identification Number) and in certain circumstances, signature.
Debit Cards
Cardholders possessing a debit card will use a PIN for verification in most circumstances.
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).
3. Merchant Cards
You have been provided with two Merchant Cards. These are designed to assist you with
different tasks, including processing 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.
EFTPOS Merchant Card
• 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.
5. Stationery
You have been supplied with an initial stock of stationery including:
• 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.
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)

8–9
• 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
• Do not locate your terminal under a security camera or any other CCTV device.
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 2)
• 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.
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 CVC2 (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.
Card Validation Code (CVC2):
The Card Validation security feature is activated in all ANZ POS Plus Terminals when
processing Mail Order and Telephone Order Transactions. To activate the CVC2 for other
transactions please contact ANZ Merchant Services on 1800 039 025.
If activated, a new screen will appear when processing financial transactions.
Card Validation Code.