ANZ Mobile PLUS User manual

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Merchant Operating Guide
ANZ POS Mobile Plus
SIMPLE AND RELIABLE PAYMENT 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 7
4. Equipment Maintenance 8
5. Stationery 8
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 12
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 14
8. Errors and Disputes 15
8.1 Typical Causes of Return and Corrections 15
8.2 Chargebacks 16
9. ANZ POS Mobile Plus 17
9.1 Terminal Features 17
9.2 Terminal Keypad 17
9.3 Card Reader 18
9.4 How to install ANZ POS Mobile Plus terminal 19
9.5 How to Load Printer Paper 26
9.6 Battery 26
9.7 Communication Mode 27

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10. Processing a Sale 28
10.1 How to Process a Cheque or Savings Purchase using a Magnetic
Stripe Card or Chip Card 28
10.2 How to Process a Credit Purchase Transaction using a Magnetic
Stripe Card or a Chip Card 29
10.3 How to Process a Purchase Transaction using a Contactless Card 32
11. Processing a Cash-out Only Transaction 34
12. Processing a Refund Transaction 35
13. Electronic Fallback (EFB) Processing 41
14. Manual Transaction Processing 43
14.1 Paper Voucher Processing 43
14.2 Hand Key (Manual Entry) Processing 49
15. Mail, Telephone and eCommerce Order Processing 52
15.1 How to Process a Mail Order Transaction (Scheme Cards only) 52
15.2 How to Process a Telephone Order Transaction (Scheme Cards only) 54
15.3 How to Process an eCommerce Order Transaction (Scheme cards only) 56
16. Optional Features 58
16.1 Tip@Terminal (Tip with PIN) Transactions 58
16.2 Pre-Authorisation 61
16.3 Customer Preferred Currency 72
16.4 Low Value Payments 75
17. Terminal Error Messages 77
18. Settlement 81
19. Print Totals 83
20. Reprint the Last Record 83
21. Transaction Detail Report 84
22. Filing and Retention of Transaction Records
and Vouchers 84

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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. 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. 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 a day/7 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
• 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): 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.

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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 transaction above
your Authorised Floor Limit, you risk the transactions 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 pinpad 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
• A $0 floor limit applies to all card transactions.
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
The General Conditions describe 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 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) is returned to ANZ, based on the
closure instructions provided by ANZ Merchant Services.

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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 Mer-
chant Services General Conditions.
2. Cards You Can Accept
Credit Cards
Cardholders can use credit cards (MasterCard®, Visa 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
Identification Number) and in some circumstances, their signature. Cardholders can also
use contactless cards to make the purchase by tapping their contactless card on the
terminal’s contactless reader. For contactless transactions under the certain purchase
value (AUD $100.00), 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: The Electronic fallback, paper voucher and manual transaction are not allowed to process for
debit cards unless the 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 debit cards
and credit cards in order to complete the transaction. You are unable to tap the customer’s
contactless card to complete these transactions.
3. Merchant Cards
You have been provided with two different types of Merchant Cards - EFTPOS Merchant
Card (Terminal ID card) and Merchant Summary Card (Merchant ID Card). These are
designed to use for with different purposes, including processing Refund Transactions and
Manual Paper Voucher Transactions.
It is your responsibility to always keep your Merchant Cards - EFTPOS Merchant Card
(Terminal ID card) and Merchant Summary Card (Merchant ID Card) 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.

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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 Authorise a Refund Transaction, swipe through
Magnetic Stripe Card Reader
• To exit Security Mode, swipe through Magnetic
Stripe Card Reader
• To imprint your manual EFTPOS Merchant Summary
Vouchers for cheque and savings transactions
• As reference for your Terminal Identification
Number (TID).
Merchant Summary Card (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 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 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 detailed 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 (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

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• 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.
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 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
The following checks are vital in helping you identify and minimise fraudulent credit card
transactions via your ANZ Merchant Facility.
Before commencing any transaction:
• 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 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)
NOTE: Some UnionPay cards may be issued with zero's as the expiry date. These cards are still valid.
• 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

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• 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):
Card Validation Code
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.
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 press ENTER rather than entering CVC)
the following screen will be displayed:
REASON CODE
1. NOT PROVIDED
2. ILLEGIBLE
3. NO IMPRINT ON CARD
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 swiping or inserting 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 (Mail Order/Telephone Order), 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.
PCI DSS covers the following principles:
• Build and Maintain a Secure Network
• Protect Cardholder Data

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• 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.
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

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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 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:
General Conditions – see Section 14 ‘Information Collection, Storage and Disclosure’
For more information, visit the PCI Security Standards Council website at
https://www.pcisecuritystandards.org/index.shtml
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 e.g. card imprint cannot be read on the Voucher
• Banking of Vouchers from other card schemes e.g. American Express.

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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 returned 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 time to carefully read through the Fraud
Minimisation, Data Security and Chargeback guide at ANZ.com.
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 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 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.
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 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.

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NOTE: The examples given 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).
9. ANZ POS Mobile Plus
This Merchant Operating Guide provides important information you need to know about
processing debit and credit Transactions using your ANZ POS Mobile Plus terminal by
showing the terminal screen displays. This terminal is designed to accept payment using
Contactless, Magnetic Stripe and Chip Cards.
Please take time to read it thoroughly and ensure that your staff read it too.
9.1 Terminal Features
The ANZ POS Mobile Plus incorporates a large colour graphic screen, 18 functional keys, a
Magnetic Strip Card Reader, a Chip Card Reader, a built-in Contactless Card Reader and a
built-in Printer and Paper Roll component.
Contactless
Status Lights
Printer and Paper
Roll component
Function Key
Soft-function
keys
Clear key
Cancel key
Contactless Card
Reader
Enter key
Magnetic Stripe
Card Reader
9.2 Terminal Keypad
SOFT-FUNCTION’ KEYS
These soft-function keys allow you to access the particular account type required. They are
also used as function keys for navigating the ANZ EFTPOS MENU and Sub MENUs.
NUMBER KEYS (Silver)
Use the number keys to enter in the transaction amounts, Authorisation Numbers and
when the hand key function is required.

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ENTER (Green)
The ENTER key will direct you to the ANZ EFTPOS MENU. It confirms that all values and
details (including signatures and PINs) are correct in the EFT portion of the purchase,
cash-out (refer to section 12) and Refund Transactions (refer to section 13). It also confirms
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 by pressing and holding the CLEAR key.
Func (Silver)
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.
Contactless Card Reader
Tap the contactless-enabled card within 4cm of the terminal screen
on 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.

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9.4 How to install the ANZ POS Mobile Plus terminal
Connect to your power
outlet
Connect this to your
POS
Connect the USB, Serial
and Power cables into
these ports
Connect this to your
Terminal
Connect this to your
Terminal
Connect this to your
POS
Connect this to your
POS
Charger
USB Cable
Serial Cable
Terminal and Base Rear

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For new terminal installation, please contact your IT support team or Point of Sale (POS)
Vendor for new installation instructions before you follow the below steps.
Please plug in the terminal’s base to your Point of Sale using either the serial or USB
connections. Connect the base to a power outlet using the provided power cable. Once
the terminal is connected to the base, please follow the below instructions when installing
your terminal.
Associate with Base
SWIPE
MERCHANT CARD
Swipe your EFTPOS Merchant Card
(please refer to section 3 for more information).
Note: If you do not have this, press <CLEAR> and manually
key on the Terminal ID, then press <ENTER>.
ASSOCIATE WITH BASE Press the Func key.
FUNCTION Key in 6634 then press ENTER.
ASSOCIATE WITH BASE?
ENTER OR CLEAR
Press ENTER.
Please let the terminal associate with the base.
Successful The terminal has successfully associated with the base.
ASSOCIATING
LEAVE ON BASE
PLEASE WAIT