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.