Commonwealth INGENICO 5110 User manual

INGENICO 5110 TERMINAL O ERATOR REFERENCE GUIDE V2.0
E TPOS LITE
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1
IM ORTANT NOTES 2
YOUR MERCHANT DETAILS 3
THE EFT OS NETWORK 4
TERMINAL LAYOUT 6
TERMINAL FUNCTION DESCRI TIONS 7
VERSION 2 SOFTWARE FUNCTIONALITY 8
DEBIT CARD TRANSACTIONS 10
CREDIT CARD TRANSACTIONS 13
DOWNTIME ROCESSING 18
VOUCHER ENTRY ROCESSING 19
STORE AND FORWARD (SAF)
ROCESSING 22
DAMAGED CREDIT CARD
ROCESSING 27
RINTER FUNCTIONS 29
DU LICATE RECEI TS 30
TOTALS (RECONCILIATION,
REVIOUS SETTLEMENT,
CUMULATIVE, SHIFT) 31
CHANGING ASSWORDS
(MANAGER AND O ERATOR) 33
SETTING REFUND LIMITS
(MANAGER AND O ERATOR) 34
OTHER TERMINAL FUNCTIONS 36
TRAINING MODE 40
MOTO (MAIL ORDER/
TELE HONE ORDER) ROCESSING 42
X OS 44
CURRENCY CONVERSION
TRANSACTIONS 45
TERMINAL ERROR MESSAGES 46
WHERE TO GET HEL 52
Contents
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IDo not allow any unauthorised use of
your terminal.
IDo not be persuaded to allow
transactions to be processed contrary
to our guidelines.
ICustomers should only have access to
your terminal to input their PIN.
IDo not process damaged debit (cheque
or savings) cards.
ICheck transactions by circling the type
of transaction and “Approved” on receipt.
IWhen your terminal is in downtime
mode, authorisations are required for
all transactions over your floor limit.
ICheck the validity and expiry dates on
all cards presented.
IIf you have any doubts about the
transaction, card or card presenter,
contact the Authorisation Centre
immediately on 13 26 36 for credit
cards and reecall* 1800 813 700 for
debit cards.
Iailure to heed a terminal warning
message may result in lost value to you.
IEnsure your passwords remain
confidential. Do not locate passwords
near the terminal. Change passwords
regularly.
* Calls to reecall numbers are free unless made from
a mobile phone, which will be charged at the
applicable rate.
2
Important notes
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Your merchant details
Trading name:
Trading address:
Commonwealth Bank merchant number:
Terminal ID:
Credit Card floor limit: $ (downtime processing)
Debit Card floor limit: $ (downtime processing)
American E press merchant number/JCB (processed by Ame ):
Diners Club merchant number:
The above is confidential information and should only be known to yourself
and authorised staff.
CARE:
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The E TPOS network is very complex,
with many parties involved in processing
transactions. All parties to the network work
together so that the system can cope with
the large volumes processed. Each day
millions of transactions pass through the
Australian E TPOS network. The diagram
below shows the many players in the
E TPOS network.
4
The E TPOS network
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There are many features to the
EFTP S network:
ICard – credit card, debit card and
charge card for which the magnetic
stripe contains the cardholder information
to be transmitted electronically.
ITerminal – reads the information
contained on the magnetic stripe of each
card. Allows for the secure transfer of
transaction and PIN to the card issuing
bank’s computer system.
ITerminal message – each transaction
sends a message to the bank requesting
an action. The transaction is only
completed when a response from
the bank is received.
IInter-bank network – all major banks
and credit unions are connected to each
other. This allows cards issued by one
bank to be used at another bank’s
terminals/merchants. Messages are
passed between banks to allow
authorisation and settlement of
transactions.
ICredit card schemes – MasterCard and
Visa are member controlled organisations
that determine rules to be followed for the
security of both cardholder and merchant.
ICard issuers worldwide – are all those
banks worldwide which issue credit
cards for use by their customers.
5
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6
Terminal layout
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1Blue ‘Function’ button – this button
is used to access the function menu.
These functions are used for options
such as banking and settlement totals.
2Red ‘Cancel’ button – This button is
used to clear the functions menu and
return the terminal to the ‘Ready’ state.
This button is also used to cancel
transactions at any time when entering
transaction details. Do not allow a
cardholder to use this button.
3Magnetic stripe card reader – the
customer’s card is swiped through the
slide. The magnetic stripe on the back of
the card must be facing the display
screen and be on the down side so that it
will be read by the swipe. This reader is
for all credit card, charge card and debit
card transactions.
4Terminal display – the screen displays all
the messages and directions for the user,
as well as terminal error messages (see
attached list of ‘terminal error messages’
on pages 46-50).
5Smart card reader – this reader is
available for future use with SmartCards.
The reader is located at the bottom of
the terminal.
7
Terminal function descriptions
6Yellow option buttons – these buttons
are located under the terminal display and
are used to select options displayed on
the screen. The display will show lines
indicating which button to press for the
option you wish to choose.
7Alpha/numeric keys – the keys are used
to input monetary amounts and to select
options when using the terminal. The
alpha keys are also used for entering
passwords and PINs.
8Green ‘ K’ button – complete a data
entry function (returning data entered).
Positively acknowledge a prompt (such
as ‘OK to continue’). Move to next ‘page’
of a horizontal menu (if there is one).
9Yellow ‘Clear’ button – located
to the right of the alpha/numeric keys.
This button will allow you to step back
through the screens or to clear a number
if an error or incorrect amount has been
keyed in. Do not allow a cardholder to
use this button.
10 Printer ‘feed’ button – advances the
printer paper forward by 20mm.
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Version 2 software functionality
When you applied for the E TPOS LITE
terminal a range of different software
applications were offered to you. These
functions can only be changed by the
Bank and include:
IMail rder/Telephone rder – the ability
to process a credit card transaction when
the card is not present (NB: you must be
a Commonwealth Bank authorised MOTO
merchant to process these transactions).
IShift totals – the ability to print
transaction totals for a specified time
frame, for example, at the end of
each shift.
IStore and Forward (SAF) – the ability
to process offline transactions when
the host is not available or there is a
communications problem. Transactions
are stored until the Bank’s host becomes
available then forwarded to the host.
This allows the operator to continue
serving customers and eliminates the
need to fill in manual vouchers and then
key onto the PINpad at a later time.
The terminal will prompt you for a phone
authorisation for transactions above your
floor limit.
N TE: SA is not available
on Currency Conversion transactions.
IXP S – is an additional software
application available by request on the
E TPOS LITE terminal. XPOS turns
E TPOS into a virtual store, allowing
retailers to sell products like telco
recharges, music downloads, attraction
tickets, accept over the counter bill
payments (BPOINT), process electronic
Bartercard transactions and accept
gift cards. (Products are dependent on
your terminal selection.)
ICurrency Conversion – the ability to offer
international customers the option of
paying in their home currency.
IIntegrated EFTP S – is a fully integrated
E TPOS system that is designed to
connect to a certified Point of Sale
(POS) system. The system comprises
of E TPOS hardware and software that
runs on the (POS) to control the E TPOS
sale. These transactions are driven by
the POS and therefore some of the
screens described in this guide are
slightly different.
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If any of the additional applications have been requested they will appear on the screen.
or example, the following three screens show the idle screen. The first shows none of the
additional applications are switched on, the second shows when XPOS is switched on, the
third shows when mail order/telephone order is switched on.
Screen Definition
COMMONWEALTH With no other functions.
BANK E TPOS
READY
COMMONWEALTH With XPOS functions.
BANK E TPOS
READY
XPOS
COMMONWEALTH With MOTO functions.
BANK E TPOS
READY
MOTO
IThe design of the software is such that it is simply a matter of following the screen
prompts. If you need to return to the previous screen or amend an entry, select the yellow
‘ Clear’ button.
IThe yellow keys used to select functions displayed on the terminal such as PUR, CASH,
RE are also used to select the next screen on a menu or to go back a screen on a menu.
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Debit card transactions
This section describes how to complete a transaction where a debit card (cheque or savings
account) is involved.
Step Screen Action
1 COMMONWEALTH Swipe the customer’s card through the
BANK E TPOS card reader.
READY
2 TRANSACTION TYPE Select the type of transaction to be conducted.
SELECT TRANSACTION PUR = Purchase. CASH = Cashout.
PUR CASH RE RE = Refund.
If ‘Purchase’ is selected:
1 PURCHASE: Enter the amount of the purchase and then
$0.00 select OK, or if Cashout is also required select
ENTER AMOUNT AND OK the yellow soft key underneath CASH.
CASH
If ‘ Cashout’ is required:
1 PURCHASE: Enter the amount of cash the customer has
$X.XX requested and then select OK.
CASH: $0.00
ENTER AMOUNT
2 PUR/CASH Select the type of account the cardholder
TOTAL: $X.XX wishes to use. CHQ = cheque account.
SELECT ACCOUNT SAV = savings account.
CHQ SAV
3 PURCHASE XXXX Ask customer to enter their PIN and select OK.
TOTAL $$$$$.$$ (XXXX indicates the account that has been
* * * * selected; cheque or savings).
ENTER PIN and OK
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If ‘ Cashout’ only is selected:
Step Screen Action
1 CASHOUT: Enter the amount of cash required and then
$0.00 select OK.
ENTER AMOUNT AND OK
2 CASHOUT Select the type of account the cardholder
TOT $X.XX wishes to use.
SELECT ACCOUNT CHQ = cheque account.
CHQ SAV SAV = savings account.
3 TOTAL CASHOUT/XXXX Ask customer to enter their PIN and select OK.
$X.XX (XXXX indicates the account that has been
ENTER PIN AND OK selected; cheque or savings.)
If ‘ Refund’ is selected:
1 RE UND: Enter the amount of the refund and then
$0.00 select OK.
ENTER AMOUNT AND OK
2 RE UND $X.XX All refund transactions require the operator/
ENTER PASSWORD manager to input password and then select OK.
AND OK
3 RE UND Select the type of account the cardholder
TOTAL $X.XX wishes to use. CHQ = cheque account.
SELECT ACCOUNT SAV = savings account. CR = credit account.
CHQ SAV CR
4 RE UND/XXXX Ask customer to enter their PIN and select OK.
TOTAL $X.XX (XXXX indicates the account that has been
ENTER PIN AND OK selected; cheque or savings.)
Once the customer has entered their PIN the transaction will then be processed. If the
transaction is approved the screen will show APPROVED and display a transaction number.
These details will also appear on the receipt. Once the transaction is processed the terminal
will return automatically to the Ready screen.
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Debit card (cheque/savings account) transaction receipts.
Purchase Cashout Refund
If a transaction is not approved the terminal will give an audible tone and the screen will
display a message. The transaction receipt will also show DECLINED.
COMMONWEALTH BANK
E TPOS
RETAILER NAME
RETAILER ADDRESS
TERMINAL: 12345678
RE ERENCE: 654321
MERCHANT COPY
CARD NO: 123456-123
EXPIRY DATE: 01/01
SAVINGS:
PURCHASE: $10.00
TOTAL: AUD $10.00
20 MAR 2006 11:59
CBA KEYCARD
APPROVED
COMMONWEALTH BANK
E TPOS
RETAILER NAME
RETAILER ADDRESS
TERMINAL: 12345678
RE ERENCE: 654321
MERCHANT COPY
CARD NO: 123456-123
EXPIRY DATE: 01/01
SAVINGS:
CASHOUT: $10.00
TOTAL: AUD $10.00
20 MAR 2006 11:59
CBA KEYCARD
APPROVED
COMMONWEALTH BANK
E TPOS
RETAILER NAME
RETAILER ADDRESS
TERMINAL: 12345678
RE ERENCE: 654321
MERCHANT COPY
CARD NO: 123456-123
EXPIRY DATE: 01/01
SAVINGS:
RE UND: $10.00
TOTAL: AUD $10.00
20 MAR 2006 11:59
CBA KEYCARD
APPROVED
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Credit card transactions
This section describes how to complete a transaction where a credit card is used.
Step Screen Action
1 COMMONWEALTH Swipe the customer’s credit card through the
BANK E TPOS card reader.
READY
2 TRANSACTION TYPE Select the type of transaction to be conducted.
SELECT TRANSACTION PUR = purchase. RE = refund.
PUR CASH RE
N TE: Cashout is not permitted on a credit card.
If “Purchase” is selected:
1 PURCHASE: Enter the amount of the purchase and then
$0.00 select OK.
ENTER AMOUNT AND OK
CASH
N TE: Cashout is not permitted on a credit card. If you press “cash” the credit option
will not appear.
2 PURCHASE Select credit. CR = credit account.
TOT $X.XX
SELECT ACCOUNT
CHQ SAV CR
3 AUD $$$$$$.cc This screen will appear if you have Currency
EXCHANGE RATE N.nnnn Conversion activated on your terminal and the card
XXX $$$$$$$$$ swiped is an overseas card in a currency for which
SELECT 1=AUD 2=XXX the terminal has an up-to-date exchange rate.
<CC> is the 3-digit currency code, e.g. USD for
American dollars. In accordance with international
scheme rules you must give the cardholder the
option of either paying in Australian dollars or their
local currency.
N TE: Step 3 is only applicable for Currency Conversion transactions.
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Step Screen Action
4 PURCHASE/CR Select OK (credit card transactions are signature
TOTAL $X.XX based and therefore no PIN is required).
ENTER PIN OR OK The transaction will then go to the Bank for
processing. A receipt will issue asking for the
cardholder’s signature. Check the signature against
that on the card. Check validity dates on the card.
5 PURCHASE REQUEST
IN PROGRESS
6 SIGN REQUIRED If the signature matches the one on the credit card
SIGN VALID? select YES. If you select NO the terminal will then
NO/YES ask if you want to cancel the transaction.
7 COMMONWEALTH Transaction has been processed.
BANK E TPOS
APPROVED
OK
If ‘Refund’ is selected:
1 RE UND: Enter the amount of the refund and then select OK.
$0.00
ENTER AMOUNT AND OK
2 RE UND All refund transactions require the operator/
$X.XX manager to input password and then select OK.
ENTER PASSWORD
3 RE UND Select credit.
TOTAL $X.XX
SELECT ACCOUNT
CHQ/SAV/CR
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Step Screen Action
4 AUD $X.XX This screen will appear if you have Currency
OR <CC> Conversion activated on your terminal and the card
Y.YY swiped is an overseas card in a currency for which
AUD/<CC> the terminal has an up-to-date exchange rate. <CC>
is the 3-digit currency code, e.g. USD for American
dollars. In accordance with international scheme
rules you must give the cardholder the option of
either paying in Australian dollars or their local
currency. Select the corresponding yellow option
key below either AUD or <CC>.
N TE: Step 4 is only applicable for Currency Conversion transactions.
5 RE UND/CREDIT Select OK (credit card transactions are signature
TOTAL $X.XX based and therefore no PIN is required). The
ENTER PIN OR OK transaction will then go to the Bank for processing.
A receipt will be issued asking for the cardholder’s
signature. Check the signature against that on the
card. Check validity dates on the card.
6 SIGN REQUIRED If the signature matches the one on the credit card
SIGN VALID? select YES. If you select NO the terminal will then
NO/YES ask if you want to cancel the transaction.
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Credit card transaction receipts.
Purchase Refund
The customer MUST sign the receipt in both instances.
COMMONWEALTH BANK
E TPOS
RETAILER NAME
RETAILER ADDRESS
TERMINAL: 12345678
RE ERENCE: 654321
MERCHANT COPY
CARD NO: 123456-123
EXPIRY DATE: 01/01
CREDIT:
PURCHASE: $10.00
TOTAL: AUD $10.00
20 MAR 2006 11:59
CBA KEYCARD
APPROVED 08
SIGNATURE REQUIRED
X…………………………
MS J BROWN
PLEASE SIGN HERE
COMMONWEALTH BANK
E TPOS
RETAILER NAME
RETAILER ADDRESS
TERMINAL: 12345678
RE ERENCE: 654321
MERCHANT COPY
CARD NO: 123456-123
EXPIRY DATE: 01/01
CREDIT:
RE UND: $10.00
TOTAL: AUD $10.00
20 MAR 2006 11:59
CBA KEYCARD
APPROVED 08
SIGNATURE REQUIRED
X … … … … … … … … … …
MS J BROWN
PLEASE SIGN HERE
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COMMONWEALTH BANK
E TPOS
RETAILER NAME
RETAILER ADDRESS
MERCH ID: 12345678910111
TERM ID: 87654321
MERCHANT COPY
CREDIT
123456 123 (S) CR
SALE 01/07
123456 123456
JAN 01, 07 11.59
12345678910112 123456
SALE AMT AUD 10.00
Hong Kong $
Transaction Currency
EXCHG RATE 0005.0000
SALE AMT HKD 5.00
INAL AMT HKD 5.00
APPROVED 08
WITH SIGNATURE
SIGNATURE REQUIRED
X……………………………………
Please debit my account with the final
amount in the transaction currency
shown. I acknowledge I had a choice
to pay in AUD.
COMMONWEALTH BANK
E TPOS
RETAILER NAME
RETAILER ADDRESS
MERCH ID: 12345678910111
TERM ID: 87654321
MERCHANT COPY
CREDIT
123456 123 (S) CR
SALE 01/07
123456 123456
JAN 01, 07 11.59
12345678910112 123456
SALE AMT AUD 10.00
Hong Kong $
Transaction Currency
EXCHG RATE 0005.0000
RE UND AMT HKD 5.00
INAL AMT HKD 5.00
APPROVED 08
WITH SIGNATURE
SIGNATURE REQUIRED
X……………………………………
Please debit my account with the final
amount in the transaction currency
shown. I acknowledge I had a choice
to pay in AUD.
Purchase
Currency Conversion transaction
Refund
Currency Conversion transaction
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Downtime processing
There are times when the Bank’s host
cannot be contacted or the system/card
issuer is unavailable. Your terminal has Store
and orward (SA ) functionality activated.
Therefore, your terminal will automatically
revert to SA mode and be accessible for all
transactions. Your terminal will automatically
prompt you for an authorisation if the
transaction is above your floor limit.
If your terminal does not have the SA
function activated, an offline voucher receipt
will print for all transactions (except XPOS
and Currency Conversion).
If your terminal does not have SA or offline
vouchers you will have to use an imprinter
and manual voucher (CC201 for credit cards
and CC581 for debit cards) to take a record
of the card and transaction details.
Procedures for completing transactions are
the same whether the terminal provides you
with an offline voucher receipt or you use
the imprinter/manual vouchers:
ICheck the commencement date and
expiry date of the card to ensure it is
valid. Ensure all details on the voucher
are complete.
IIf the transaction is above your floor limit,
ring for authorisation and record the
authorisation number on the voucher.
IHave the cardholder sign the voucher
and check the signature with the
signature on the card.
Once your E TPOS LITE terminal is
operational again, key the transaction
details for all offline voucher receipts and
manual vouchers into the terminal using the
voucher entry function.
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Voucher entry processing
Step Screen Action
1 COMMONWEALTH Select the blue unction key.
BANK E TPOS
READY
2 1. E TPOS Select 1. E TPOS.
2. TERMINAL
3 1. DUPL RECEIPT Select 3. SPECIAL UNCTIONS
2. TOTALS
3. SPECIAL UNC
MORE
4 ENTER MANAGER To enter the special functions menu the manager
PASSWORD password is required.
THEN PRESS OK
5 1. RE UND LIMIT Select 2. VOUCHER.
2. VOUCHER
3. RESET
6 AUTH NO. VOUCHER ENTRY Enter the authorisation number and select OK.
ENTER AUTH NO. AND OK If no authorisation number was required select OK.
7 AUTH NO. CARD NUMBER Enter the card number appearing on the offline
ENTER CARD NO. voucher and then select OK.
8 CARD SEQ NUM Enter the two-digit card sequence number appearing
ENTER NUMBER AND OK on the offline voucher and then press OK.
9 EXPIRY: MM/YY Enter the expiry date of the card and press OK.
/ This appears on the offline voucher.
KEY EXPIRY DATE AND OK
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