ANZ POS Turbo Plus User manual

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Merchant Operating Guide
ANZ POS Turbo Plus
INTEGRATED EFTPOS SOLUTIONS

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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 7
3. Merchant Cards 8
4. Equipment Maintenance 8
5. Stationery 9
6. Fraud Minimisation 9
6.1 Card Present Card Checklist 9
6.2 Fraud Minimisation for Credit Cards 11
6.3 Fraud Minimisation for Debit Cards 13
6.4 Cards Left at Premises 13
7. Handling Cardholder information securely & PCI DSS 13
7.1 PCI DSS – Payment Card Industry Data Security Standard 13
7.2 Securing Transaction Records 15
8. Errors and Disputes 16
8.1 Typical Causes of Return and Corrections 16
8.2 Chargebacks 16
9. ANZ POS Turbo Plus 18
9.1 Terminal Features 18
9.2 Terminal Keypad 19
9.3 Card Reader 19
9.4 How to install ANZ POS Turbo Plus terminal 20
9.5 How to secure the Multi-com Adapter 27
9.6 How to configure printer 28
9.7 How to load terminal printer paper 28
9.8 How to configure communication mode 28
10. Processing a Sale 34
10.1How to Process a Cheque or Savings Purchase using a Magnetic Stripe Card
or Chip Card 34
10.2 How to Process a Credit Purchase Transaction using a Magnetic Stripe Card
or a Chip Card 36
10.3 How to Process a Purchase Transaction using a Contactless Card 39
11. Processing a Cash-out Only Transaction 40
12. Processing a Refund Transaction 42

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13. Electronic Fallback (EFB) Processing 47
14. Manual Transaction Processing 50
14.1Paper Voucher Processing 50
14.2 Hand key (Manual Entry) Processing 56
15. Mail, Telephone and eCommerce Order Processing 60
15.1How to Process a Mail Order Transaction (Scheme Cards only) 60
15.2 How to Process a Telephone Order Transaction (Scheme Cards only) 62
15.3 How to Process an eCommerce Order Transaction (Scheme cards only) 64
16. Optional Features 66
16.1Tip@Terminal (Tip with PIN) Transactions 66
16.2 Pre-Authorisation 69
16.3 Customer Preferred Currency 78
16.4 Multi-Merchant Facilities 82
17. Terminal Error Messages 84
18. Settlement 87
19. Print Totals 89
20. Reprint the Last Record 89
21. Transaction Detail Report 90
22. Configuring Limited Interface 90
23. Filing and Retention of Transaction Records and Vouchers 92

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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.
It also contains clear and easy-to-follow instructions on how to process transactions on your
ANZ terminal. 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. This Merchant Operating Guide forms 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 General Conditions, ANZ
Merchant Services for more details.
1.2 Important Contact Details
ANZ Merchant Services (24 hours a day, days a week): 1800 039 025 or [e-mail]
Online Stationery Ordering: 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.

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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
(e.g. 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 that floor Limits relate to all transactions.
Your Letter Of Offer outlines all Authorised Floor Limits that are specific to your business. As
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): Please insert your Authorised Floor Limit
Electronic Fallback: Please insert your Authorised Floor Limit
Internet: $0
Mail Order & Telephone Order: $0
All Other Electronic Transactions: $0
NOTE: Please refer to your Merchant Agreement for further information on Floor Limits that apply to
Manual Imprinter and Electronic Fallback.
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
(refer to section 14 and 15 of this guide).

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For transactions over the Authorised Floor Limit, you must phone the Authorisation Centre
using the phone numbers outlined in 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 <▼> key to scroll through options. Example: If character
‘C’ is required, select number ‘2’ on the terminal and press the <▼>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
General Conditions describes various situations in which you must notify us of a change to
your circumstances.
Please visit 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 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 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 (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 an ANZ terminal using their PIN (Personal
Identification Number) or signature. Cardholders can also use Contactless cards to make the
purchase by tapping the contactless cards on terminal’s contactless reader. For contactless
transactions under a 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 verification in most circumstances.
Cardholders can also use contactless cards by tapping the cards on 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 Electronic Fallback, 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
(eg. Diners Club, American Express and JCB).
NOTE: Pre-authorisation transactions still require you to swipe or insert the customer’s contactless debit
and credit cards in order to complete the transaction. You are unable to tap the customer’s contactless
card to complete these transactions.

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3. Merchant Cards
You have been provided with two different types of Merchant Cards. These are designed to
assist you with different tasks, including processing Manual Paper Voucher Transactions.
It is your responsibility to always keep your Merchant Cards in a safe place, and ensure only
authorised staff 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 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 (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
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.
To prevent fire, power units and cord should be inspected regularly. If any damage to the power
units and cord is 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 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 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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5. Stationery
You have been supplied with an initial stock of stationery including:
• 4 x 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. Please note that you are only allowed to use the stationery
approved by ANZ.
6. 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 fraud information
to assist you in protecting your business.
6.1 Card Present Card Checklist
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
• 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
• 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

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• 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.
What to do if you are suspicious of a transaction
• Ask for photographic identification (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 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.
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)
• Seek to retain the card until you have completed the security checks and obtained
authorisation for 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.
Chip Card Processing
Chip Cards are MasterCard® and Visa® (credit and debit) cards that 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 first 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.

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If a customer has presented a card that has resulted in one of the above situations and
subsequently produces another card, before deciding whether or not to proceed with
the transaction, the staff member should contact ANZ to perform an “Extension 500 call”
(refer to “Extension 500 / Code 10 calls” below) on 1800 999 205, and select Option 1 -
Suspicious Transactions.
A trained supervisor will request the card number, then ask the staff member concerned a
number of Yes/No questions that will assist in determining whether or not the credit card is
genuine.
6.2 Fraud Minimisation for Credit Cards
Before commencing any Transaction
Check:
• Confirm 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 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.
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.

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Card Validation Code (CVC2):
The Card Validation security feature is activated in all ANZ POS 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.
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.
Card Validation Code
Terminal Display
VERIFICATION NO?
At this display screen, key in the Card Validation Code
then press ENTER.
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 pressed ENTER rather than entering CVC)
the following screen will be displayed:
INDICATOR?
The following values are expected for the card check indicator:
Value Description
0CCV is deliberately bypassed or is not provided by the card acceptor
2CCV is on the card but is illegible
9Cardholder states that the card has no CCV imprint
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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6.3 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 inserting or swiping the presented card and having
the customer enter their PIN or, in certain circumstances, their signature.
6.4 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; and
• 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.
7. 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 significant impact to your business. ANZ recommends that card data is never
stored on your systems.
If your business accepts MOTO, eCommerce, Pre-Authorisation, Manual or Recurring
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, eCommerce or recurring 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.
7.1 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.

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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 benefits 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 financial penalties and remediation costs from a data breach.
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 different 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 Qualified 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 traffic 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 [e-mail] or contact
ANZ on 1800 039 025 to request access to our PCI DSS program.

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7.2 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, recurring 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 filing cabinet), these may include: MOTO order forms, merchant
copies of Manual transactions, cardholder records for recurring 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,
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 first 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 to 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:
The General Conditions – see Section 14 ‘Information collection, storage and disposal’
For more information, visit the PCI Security Standards Council website at
https://www.pcisecuritystandards.org/index.shtml

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8. 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.
8.1 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 card 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.
8.2 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 financial impact on
your business. It is important that you are fully aware of your obligations, the processes
involved and possible outcomes. Please take your time to read through the Fraud
Minimisation, Data Security and Chargeback guide at anz.com carefully.
Please refer to the General Conditions. 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 this Merchant Operating Guide or in the General Conditions.
NOTE: You must securely 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 including a scenario where a Cardholder or
their issuing bank justifiably 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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Common reasons for Chargebacks:
• Processing errors
• Unauthorised use of a card
• No signature on the receipt
• Unauthorised Transactions
• Invalid card account number
• Transaction exceeds floor 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).

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9. ANZ POS Turbo Plus
This Merchant Operating Guide provides important information about processing debit and
credit card transactions using your ANZ POS Turbo Plus terminal by showing the terminal
screen displays.
This terminal is designed to accept payment using Magnetic Stripe, Chip and Contactless
Cards. Please take time to read it thoroughly and ensure that your staff read it too.
9.1 Terminal Features
The ANZ POS Turbo Plus terminal incorporates a large colour graphic screen, 18 function keys,
a Magnetic Stripe Card Reader, a Chip Card Reader and a built-in Contactless Card Reader.
Soft-function keys
Contactless Lights Printer and Paper Roll
component
Contactless Card
Reader
CLEAR keyCANCEL key
Function key
Magnetic Stripe
Card Reader
ENTER key
Chip Card
Reader

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9.2 Terminal Keypad
SOFT-FUNCTION KEYS
These soft-function keys allow you to access the particular account type required.
NUMBER KEYS (Black)
Use the number keys to enter in the card details when the hand key function is required.
ENTER (Green)
The ENTER key confirms that all values and details (including signatures and PINs) are correct
in the EFT portion of the purchase, cash-out (refer to section 10 and 11) and Refund
Transactions (refer to section 12). It is also used to confirm that the transaction can be sent to
the Bank for verification and approval.
CANCEL (Red)
The CANCEL key is used to cancel the current function and return the terminal to the
idle state.
CLEAR (Yellow)
Press the CLEAR key to correct any invalid data entry. The CLEAR key is also used as a
FEED key.
Func (Black)
Use the Func key to access the terminals function menus and Manual Hand key processing.
9.3 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 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 Card can be removed from the
terminal when signature verification is required
or as instructed by the terminal.

20
Contactless Card Reader
Tap the contactless-enabled card within 4cm of the
main screen on the ANZ Contactless Terminal until the
lights are lit in sequence above the top of the terminal
screen, when all four status lights are illuminated, you
will hear the long "Beep”, then follow the terminal
prompts to complete the transaction.
9.4 How to install the ANZ POS Turbo Plus terminal
For new terminal installation, please contact your IT support team or Point of Sale Vendor for
new installation instructions before you follow the below installation steps.
Example of power supply
A. Example of Multi-com Adapter
Example of telephone line
Connect to telephone
socket at wall
B Example of Multi-com Adapter
4.
1.
1.
2.
3.
3.
8.