barclaycard iWL250 User manual

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*Call charges apply. Calls to 0845 will cost no more than 7p per minute plus your phone company’s access charge (current at September 2021). Calls to 0800 numbers are free from UK landlines and
personal mobiles, otherwise call charges may apply. Calls to 0818 are charged at local call rates, please check with your network provider. Charges may be higher from mobile network providers. Calls to
1800 numbers are free from ROI landlines and personal mobiles otherwise call charges may apply. Calls may be monitored or recorded in order to maintain high levels of security and quality of service.
Online support
For help installing your card machine, please visit barclaycard.co.uk/cardmachinehelp
Useful numbers
Customer services: 0800 161 5343*
Authorisation:
• 0800 151 2630*(if your business takes payments inside the UK through Barclaycard Payment Solutions)
• 0818 205272*(if your business takes payments in Ireland, or outside of the UK with Barclaycard International Payments)
Chargebacks: 0800 161 5341*(Barclaycard Payment Solutions) / 0818 205274*(Barclaycard International Payments)
American Express: 0800 032 7216*
Diners: 0845 850 0195*
Supplies for your card machine
Supplies for your mobile card machine, including till rolls and in-car chargers, can be purchased directly from our approved supplier,
PDQ consumables.
Contact them by
Telephone: [phone]*
Web: pdqconsumables.com (to order online)
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information Contents Essentials Taking a
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4 Essentials
• Keeping your business safe
• Receiving your money
• Need to know more?
• Best practice
6 Taking a payment
• Chip and PIN payments
• Contactless payments
• Chip and signature payments
• Magnetic stripe payments
• Mail order and telephone payments
• Refunds
• End of day – banking your payments
• Printing a transaction log
• Changing the till roll
15 Waiters
• Adding a waiter ID and waiter totals
17 Troubleshooting
• Common prompts
• Troubleshooting and more help
18 Important information
• Important safety information from Ingenico Ltd.
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Keeping your business safe
Taking card payments means that you’ll be handling personal data from your customers, so you’ll need to make sure that you keep their details secure.
You may have heard about the Payment Card Industry Data Security Standard (PCI DSS), which helps to make sure that anyone handling card payments does
so securely. We’ll write to you again in three to four months with more information, but for now there are a few simple things you can do to help look after
your business.
Keep your receipts locked away
Your card machine will print a ‘merchant copy’ receipt with a card number, which must be kept secure. You’ll need to make sure you lock away all receipts and
keep them somewhere safe.
Make sure you know who has your card machine at all times
Fraudsters can sometimes target card machines in order to gather card data. The easiest way to keep yourself safe is to make sure that you always know who
has your card machine and what they’re using it for. Fraudsters have occasionally posed as service engineers in order to get access to card machines, so please
be vigilant and make sure that you always know where your card machine is and who has access to it. You should also make sure that you keep your supervisor
cards and supervisor code safe.
Keep your imprinter safe
If you have a manual imprinter in your box as a back-up then lock this away somewhere safe, as it can also be used to take card payments.
If you’d like to know more about data security, please visit barclaycard.co.uk/pcidss
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Receiving your money
At the end of each day you should do an ‘End of Day Banking’ process, as described on page 12. This will allow you to confirm that all of the payments you’ve taken
have been submitted to us for settlement. The money will then be paid into your chosen bank account according to the schedule agreed when you signed up.
Need to know more?
For more information on this and other aspects of taking payments, please make sure you read our procedure guide, which you’ll find at barclaycard.co.uk/business/tips
Best practice
Battery maintenance
Your card machine handset contains a lithium ion battery that requires you to place the handset on the base unit for recharging. There’s no need to fully run
down the battery in your card machine, as the battery has been designed to only recharge what is required. Recharging can take up to 16 hours.
Caring for your card machine
Please protect your card machine from exposure to liquid. Please use a thermal wipe to care for your card machine. These can be ordered by contacting our
preferred supplier, PDQ consumables, on 01698 843866*or pdqconsumables.com
It’s important to keep your card machine connected at all times
You need to keep your terminals switched on at all times (including night-time) as we sometimes use these periods to update important security changes.
This will help keep your business secure and make sure your terminal stays compliant. It also means your card machines can continue to work and you’re able
to trade as normal – so it’s important you do this.
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KeyinAmount
0.00
andthenpressENTER
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Amount 55.00
Cardholderto key PIN
PIN ****
Enter=OK Clear=REKEY
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Chip and PIN payments
1At the ‘ready’ prompt, key in the
amount.
Press the button.
2 Ask your customer to insert
their card into the card reader.
3 Ask your customer to enter their
PIN and confirm by pressing the
button.
4 Your card machine will contact
Barclaycard to request
authorisation for the sale. If
the sale does not go through,
then it will display a warning
message, otherwise it will
continue to print the receipts.
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5 Follow the instructions on
screen and your card machine
will print two receipts, one for
you to give to your customer,
labelled ‘customer copy’, and a
second for you to keep for your
records, labelled
‘merchant copy’.
Sale
Connectingto
Barclaycard
If you have waiter features set up, then you’ll see ‘waiter ID’ on screen.
Key in the relevant waiter ID before pressing enter. Learn about waiter
features by clicking the ‘Waiters’ tab in the navigation bar.
If your card machine is set up to take gratuities (or tips) then it will oer your customer the chance to add
one. They can decline by pressing the clear button or add a tip by pressing the enter button. They should
then key in the amount and press the enter button to move on.
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B
Present, insert £1.00
or swipe card
orswipecard
Present,insert £1.00
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1At the ‘ready’ prompt,
key in the amount.
Press the button.
2 The cardholder should hold
their card or contactless
payment device against the
display screen showing the
contactless symbol (within 4cm).
3 Your card machine will bleep to
acknowledge the transaction
and the row of LED lights will
flash.
If the transaction has gone
through the screen will show
‘approved’ and your card
machine will print a receipt.
4 Your card machine will only print
a merchant receipt.
Follow your card machine
prompts to complete the
transaction.
5 If the cardholder requests a
receipt, at the ‘ready’ prompt
press the button and a
customer receipt will be printed.
Press the button to
return to the ‘ready’ prompt.
Contactless payments
If you make a mistake, press
the yellow clear button and
re-enter the correct amount.
If the card is removed too quickly, a message will appear on the
display and the cardholder will be asked to present the card again.
Please check the receipt to confirm that the payment has been accepted.
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MERCHANTRECEIPT
Printing
PleaseWait...
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KeyinAmount
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andthenpressENTER
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Chip and signature payments
1At the ‘ready’ prompt,
key in the amount.
Press the button.
2Your card machine will prompt
you to take a chip and signature
payment if the card is set up to
do so. Insert your customer’s
card into your card machine.
3When prompted, tear off the
merchant receipt and obtain
cardholder signature.
4Remove the customer card from
the card reader and check the
signature.
If signatures don’t match, refuse
the card and ask for a different
form of payment.
5Follow your card machine
prompts to complete the
transaction.
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Chip and PIN or contactless should be used whenever possible, as
they’re the most secure ways to take a payment, but some cards are
set up to request a signature rather than a PIN during a transaction.
This may happen on foreign-issued cards, or if the cardholder has a
disability or other reason that they cannot use a PIN.
KeyinAmount
0.00
andthenpressENTER
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SALE
SignatureOK?
Enter=YES Clear=NO
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KeyinAmount
0.00
andthenpressENTER
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Keyin last4digitsof
CardNumber
andthenpressENTER
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Magnetic stripe payments
1At the ‘ready’ prompt,
key in the amount.
Press the button.
2Swipe the customer’s card with
the magnetic stripe inserted into
and facing the card machine.
3Follow your card machine
prompts to complete the
transaction.
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Chip and PIN or contactless should be used whenever possible, as they’re the most secure ways
to take a payment, but some cards don’t have a chip. These cards include some foreign-issued
cards, notably many of those issued in the USA. These need to be put through as magnetic
stripe payments.
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Keyin Amount
0.00
andthen press ENTER
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Insertor Swipe Card
SALE
(orpress Cancel key)
tocontinue
Keyexpiry date
SALE
andthen press ENTER
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Keyexpiry date
SALE
andthen press ENTER
Keyin security code
SALE
andthen press ENTER
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thePost Code
Keyin Numerics from
andthen press ENTER
OfThe Address
Keyin First Five Digits
andthen press ENTER
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Mail order and telephone payments
1At the ‘ready’ prompt,
key in the sale amount
and press the
button.
2When the card machine
asks you to ‘Insert or
Swipe Card’, key in the
long card number on the
front of the card. (This is
usually 16 digits). Then
press the button.
3Key in the card expiry
date and then press the
button.
When the card machine
asks ‘is customer
present?’ press as
the customer isn’t
with you.
4Key in the CV2 code (this
is normally a three-digit
number on the signature
strip on the back of the
card) then press the
button.
5Your card machine may
ask you to check the
customer’s address by
entering the postcode.
Enter only the numbers,
for example if your
postcode is NN4 7SG then
enter ’47’. Press the
button.
6If prompted, enter up
to five numbers from
the first line of the
address. For example, Flat
112a-112b would be ‘11211’.
Press the button.
Your card machine will
let you know if the sale is
approved, and the sale
will continue as it would
for a standard Chip and
PIN transaction.
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Taking payments when the customer isn’t with you
can increase the chances of a fraudulent transaction.
Reduce the risks by reading the advice on
barclaycard.co.uk/business/retrievals
If the payment is authorised then you know there are sufficient funds on the card. Your card machine will show you an
‘auth code’ and security message. The security message will let you know how much of the data that you’ve entered
matches what was expected. It’s your choice whether to accept the transaction or decline it if you aren’t happy with the
cardholder’s identity.
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Refunds
11
Refunds should only be made onto the card used for the original purchase. Cash refunds
should never be given on a credit card transaction, as fraudsters may use this as a way
to get cash from a card. Refunding only part of the amount (for example if only one of
several items is being returned) is fine.
If the transaction value is below the
contactless limit, your card machine will give
you the option to do a contactless refund.
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1At the ‘ready’ prompt,
press
the button.
Highlight ‘refund’ and
press
the button.
2Key in the amount of
refund, and then press
the button.
3Swipe the customer’s
card or insert it into your
card machine. Your card
machine will check the
card.
4Your card machine may
ask if a gratuity has been
added. If yes, press the
button, key in the
amount of gratuity and
press the button.
If configured, key in the
waiter ID from the original
transaction and press
the button. This
is so the gratuity can be
removed from the total
amount shown separately
on the receipt.
5Swipe the supervisor
card through your card
machine or enter your
supervisor code. The
magnetic stripe on the
card faces your card
machine.
6Your card machine
will then connect to
Barclaycard, process the
refund and print
a receipt.
TRANSACTIONMENU
Sale
Purch.with Cashback
Refund
Keyin Amount
0.00
andthen press ENTER
REFUND
REFUND
GratuityAdded?
Enter=YES Clear=NO
REFUND
Remove Card and
Tear Off Receipt
press Enter
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SYSTEMMENU
PrintFunction Codes
SelectFunction
Totals
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EFT
End-of-DayBanking?
Enter=YES Clear=NO
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Selectcard types to be
banked
PressCLEAR to SELECT
PressENTER for ALL
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End of day – banking your payments
End-of-day banking must be carried out after each day of trading to ensure that all the payments you’ve taken are submitted to us for processing.
This is very important and helps us to ensure you receive the payments on time.
Just follow these simple steps:
1At the ‘ready’ prompt, press the
button until the system
menu is displayed.
Use the arrow button to
highlight the ‘totals’ option and
press the button. The
‘end-of-day banking’ option will
now be highlighted. Press the
button.
2Swipe the supervisor card or
input the supervisor code if
instructed.
The magnetic stripe on the card
faces your card machine.
3The card machine will display
‘end-of-day banking?’
Press the button
to proceed.
4Your card machine will now give
you two options.
1) Bank all by pressing the
button.
2) Bank by each acquirer
separately by pressing the
button. If you choose
to bank by each acquirer (e.g.
Amex, Barclaycard), you’ll
need to select ‘yes’ or ‘no’
as required.
5Your card machine will now
dial out and print an end of day
banking report for your records.
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SYSTEMMENU
PrintFunction Codes
Totals
SelectFunction
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Keyin Function Code
andthen press ENTER
16
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PrintTransaction Log
Enter=Yes Clear=No
<AquirerName>?
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PrintTransaction Log
Enter=Yes Clear=No
Continue?
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Printing a transaction log
1At the ‘ready’ prompt,
press the button
until the system menu is
displayed.
Using the arrow button,
highlight the ‘select
function’ option.
Press the button.
2Your card machine will
prompt you to enter a
function code.
Key in ‘16’.
Press the button.
3Swipe the supervisor
card through your card
machine or input the
supervisor code code if
instructed.
4Your card machine will
display an acquirer (e.g.
Amex, Barclaycard).
To print a transaction log
for this acquirer, press the
button.
Otherwise press the
button to display
the next acquirer.
5Once you’ve selected
an acquirer, your card
machine will print a report
showing the last
20 transactions.
6If you need to, repeat the
steps as required to print
a transaction log for other
acquirers.
Your card machine will
automatically return to
the ‘ready’ prompt.
Your card machine can give you information about transactions that you’ve put
through recently. Printing a transaction log will list whether recent transactions have
been completed (‘SALE’), cancelled by you (‘CANCELLED’) or declined by the card
issuer (‘DECLINED’).
The ‘continue’ prompt may
be displayed up to four
times to produce a log of
up to 100 transactions.
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Changing the till roll
1Hold your card machine
securely in one hand. With the
other hand use two fingers to
lift and release the printer cover.
2Peel away the end of the new
roll. Leaving the end free, hold
the till roll and carefully place
into the printer compartment.
3Holding the free end of the
paper and your card machine,
close the printer cover carefully
and push firmly until it locks.
4While your card machine is
displaying the ‘ready’ screen,
press and hold the
button to ensure that the paper
feeds correctly.
Only paper rolls that are 57mm
wide and 40mm in diameter can
be used in your card machine.
Attempting to fit rolls of a
different size may damage your
card machine.
You can order additional
till rolls from our approved
supplier, PDQ consumables,
on 01698 843866*or
pdqconsumables.com
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SYSTEMMENU
PrintFunction Codes
Totals
SelectFunction
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Adding an individual waiter ID
1At the ‘ready’ prompt,
press the button
until the system menu is
displayed.
Using the arrow button,
highlight the ‘select
function’ option and then
press the button.
2Input the number ‘40’ and
then press the
button.
3Swipe the supervisor
card through your
card machine or input
the supervisor code if
instructed.
4Press the button to
continue to waiter setup.
5Using the arrow button,
highlight ‘add’. Press the
button.
6Your card machine will
automatically allocate the
next available waiter ID
(this field is limited to 10
characters). Key in your
waiter’s name and press
the button.
EFT
WaiterSetup
Enter=YES Clear=NO
ADDWAITER Code nn
Andthen press ENTER
aaaaaaaa
Keyin Waiter’s Name
Your card machine can be set up to take gratuities (or tips) and keep track of the value
of gratuities that you take. It will also let you set up ID numbers for each waiter so that
you can track the value of gratuities taken by waiter. If individual IDs are not set up, then
it will default everything to ‘waiter 0’ and provide a combined total. If you need to add
this feature, then you should phone customer services on 0800 161 5343* (for payments
inside the UK – Barclaycard Payment Solutions) / 0818 205270* (for payments in Ireland,
or outside of the UK – Barclaycard International Payments).
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Waiter totals
1At the ‘ready’ prompt, press
the button until the
system menu is displayed and
the ‘totals’ option is highlighted.
Then press the button.
2Using the arrow, highlight the
‘waiter totals’ option. Press the
button.
3Swipe the supervisor card
through your card machine
or input the supervisor code
if instructed.
4Press the button to print
the totals.
5Your card machine will ask if you
want to reset the waiter totals
To reset the waiter totals, press
the button.
Otherwise, press the
button.
Your card machine will return to
the ‘ready’ prompt.
If you wish to set up a percentage gratuity as default, please contact
our team on 0800 161 5343* (Barclaycard Payment Solutions) /
0818 205270* (Barclaycard International Payments).
TOTALSMENU
X-Totals
Z-Totals
WaiterTotals
WAITERTOTALS
ResetWaiter-Totals
Enter=OK Clear=REKEY
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Card machine display prompt Possible causes What to do
CALL AUTH CENTRE
• 0800 151 2630* (if your business
takes payments inside of the UK
– Barclaycard Payment Solutions)
• 0818 205272*(if your business takes
payments in Ireland, or outside of the
UK – Barclaycard International Payments )
Assistance required. Call the authorisation centre on the number displayed by your card machine. Once
you’ve spoken to the authorisation centre, press the button and follow the prompts
displayed by your card machine.
CALL HELPDESK
0800 161 5343*
Assistance required. Please contact your helpdesk on the number displayed by your card machine.
FAULTY CARD
Insert or swipe card again
The card isn’t inserted into the card machine
or hasn’t been swiped correctly.
Insert or swipe the card again. If the problem persists, press the button and key in
card details (page 7 of this guide).
NOT AUTHORISED
Press Clear
The card issuer has declined
to authorise the transaction.
Ask the customer to pay by some other means and press the button.
REFERRAL B
0800 151 2630*
(Barclaycard Payment Solutions)
0818 205272*
(Barclaycard International Payments)
Assistance required. Call the authorisation centre on the number displayed by your card machine. When your
call is answered, please quote referral B.
ROUTINE CHECK
Insert or swipe
Occasionally the card will require an
additional routine security check.
Process the card as a Chip and PIN transaction.
Unable to connect Possible loss of GPRS signal. Switch the terminal o and on again by pressing the button and the button at the
same time. Once your card machine has switched o, press the button to restart it
and allow two minutes for the signal to establish itself.
*Call charges apply.
Problems using your card machine?
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Important safety instructions provided by the manufacturer, Ingenico Ltd.
Important safety instructions
Turning o the IWL2 series base
Disconnect the IWL2 series power supply block adapter from the electrical mains network.
Lithium cell (backup battery)
The IWL2 series is tted with an internal lithium cell, which can only be accessed by a qualied technician.
Battery
The IWL2 series is tted with a battery specially designed for this card machine:
• only use the appropriate chargers and batteries listed in Ingenico’s catalogue
• do not short-circuit the battery
• do not attempt to remove the battery housing as its components cannot be modied
• do not disassemble
• batteries at ‘end of life’ must be disposed of at the appropriate sites
The lifespan depends on:
• features
• number of charge, discharge cycles
• use temperature
Warning: there is a risk of explosion if the battery is incorrectly replaced. Never place the battery next to a heat source or in a re.
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Electrical power outlet
The electrical outlet must meet the following criteria:
• must be installed near the equipment and easily accessible
• must meet standards and regulations in the country where used
• the protection of the installation must be set to 20A
Telephone network
The phone jack must comply with standards and regulations in the country where used.
SAM1/SAM2/SIM readers compartment
The trapdoor for battery, SAM1/SAM2/SIM, readers located underneath your card machine, must be in place during the normal operation of your card machine.
See sections ‘Removal of SAM1/SAM2/SIM modules’ as well as ‘Connecting the battery’.
On aircraft
Your handset must be switched o and the battery pack removed while on an aircraft. If you don’t follow the safety rules, you may face legal action and be banned from using the
network service in the future.
Explosion areas
Some regulations restrict the use of radio equipment in chemical plants, fuel depots and any site where blasting is carried out.
You are urged to comply with these regulations. Your card machine shall be protected by a specially tted and certied cover enabling use in proximity to a fuel pump.
Electronic health appliances
Your handset is a radio transmitter which may interfere with health appliances, such as hearing aids, pacemakers, hospital equipment etc. Your doctor or the equipment manufacturer
will be able to provide you with appropriate advice.
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20
Security of your card machine
When you get your card machine you should check for signs of tampering of the equipment. It is strongly advised that these checks are performed regularly after receipt. You should
check, for example: that the keypad is rmly in place; that there is no evidence of unusual wires that have been connected to any ports on your card machine or associated equipment,
the chip card reader, or any other part of your card machine.
These checks would provide warning of any unauthorised modications to your card machine, and other suspicious behaviour of people that have access to your card machine.
Your card machine detects any ‘tampered state’. In this state your card machine will repeatedly ash the message ‘Alert Irruption!’ and further use of your card machine will not be
possible. If you observe the ‘Alert Irruption!’ message, you should contact your card machine help desk immediately. You are strongly advised to ensure that privileged access to your card
machine is only granted to sta that have been independently veried as being trustworthy.
Caution: never ask the customer to divulge their PIN code. Customers should be advised to ensure that they are not being overlooked when entering their PIN code. Your card machine
must never be put in or left at a location where it could be stolen or replaced with another device.
Telephone call (Bluetooth)
You have an urgent call to make while the IWL2 series is occupying the line. In order to get a dial tone quickly, place the handset in the hang up position, pressing the red cancel button
or disconnect the base power supply from the mains network or disconnect the IWL2 series telephone connector from the telephone call socket, and place the telephone connector into
the telephone wall socket. You should hear a dial tone within 6 seconds.
Specic absorption rate (SAR) for Bluetooth and GPRS devices
In order to meet FCC and Industry Canada RF Radiation exposure limits for the general population, this device must only be operated when held in the hand or in a desktop position with
a minimum separation distance of at least 20cm from the user’s body and must not be co-located or operated in conjunction with any other antenna or transmitter. Use of this device
with an accessory in order to be worn and operated on the user’s body is strictly prohibited and will invalidate the certications obtained for FCC and Industry Canada.
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