Global Payments VX 820 Duet User manual

Payments
Global Payments Countertop
Duet –VX 820
Quick Reference Guide
July 2019

Table of Contents
1 –Introduction...............................................................................5
2 –General Tips.............................................................................5
3 –Basic Terminal Operations.......................................................6
Before You Begin
How to Use This Guide
Accessing the Payment Application
Function Keys
Changing the Supervisor or Manager Password
Locking the Terminal Keyboard
Unlocking the Terminal Keyboard
Reprinting a Receipt
Find Feature
4 –Changing the Terminal Language............................................9
5 –Optional Prompt Features ........................................................9
Invoice Prompt
Employee Prompt
Tipping Prompt
Debit Cashback Prompt
Debit Surcharge Prompt
CVV Prompts
AVS Prompts
6 –Accepting Payment Cards......................................................13
To Conduct a Chip Transaction

To Conduct a Magnetic Stripe Transaction
To Conduct a Contactless Transaction
7 –Sale Transactions...................................................................15
Chip Error Processing
8 –Void (Credit Or Debit).............................................................16
UnionPay Refund Void
9 –Refund (Credit or Debit) .........................................................18
10 –Phone Order Sale (Credit Only) ...........................................18
11 –Pre-Authorization And Completion (Credit Only)..................19
12 –Performing a Settlement (Closing The Terminal).................22
13 –Offline Sale (Credit Only)......................................................23
14 –Demo Mode..........................................................................23
15 –Employee Setup ...................................................................24
Default Employee ID Table
16 –Receipt Samples...................................................................26
17 –Reports.................................................................................28
18 –Handshake............................................................................29
19 –Terminal Set-Up....................................................................29
Environment
Electrical Considerations
Unpacking the Shipping Carton
Global Payments Countertop Duet –VX820 Features
General Features
Connecting the Power Cord
Connecting the Telephone Line
Connecting the Ethernet Cable
Connecting an External Cash Register (Optional)
Installing the Paper Roll

20 –Troubleshooting....................................................................37
Blank Display
Terminal Does Not Connect to Global Payments
Printer Does Not Print
Printer Paper Jam
Other Common Messages
21 –Response Codes..................................................................38
22 –Abbreviations........................................................................40
23 –Other Features......................................................................41
24 –Terminal Specifications ........................................................41
25 –Service and Support.............................................................42
Returning a Terminal for Service

1 –Introduction
Global Payments offers merchants a wide variety of leading payment
technology solutions, all from one reliable source. As one of the world’s
largest and most trusted payment technology solution providers, Global
Payments combines industry-leading expertise with over 50 years of
Canadian-specific experience. This power combination allows us to
deliver comprehensive solutions that are personalized to your needs.
This guide is your primary source of information for operating, setting up
and installing the Global Payments Countertop Duet –VX820 point-of-
sale (POS) terminal. For terminal-related questions or support, please
contact Global Payments Customer Care.
2 –General Tips
The following tips provided will ensure you always continue to process
smoothly with Global Payments Canada:
1. This reference guide contains information on the features and
functions capable on your terminal, as well as basic troubleshooting
techniques. Keep this guide in an easy-to-find location.
2. Perform a settlement daily; this ensures that your funds are
deposited into your bank account on a regular basis.
3. Change your supervisor password frequently. Your supervisor
password is used to perform settlements and refunds; changing this
password frequently ensures you protect yourself from
unauthorized use of your terminal.
4. If you have a problem with your terminal, attempt a reboot by
powering off and powering on terminal.
5. If you have a communication problem with your terminal, verify that
there are currently no outages reported by your wireless service
provider.
6. The Global Payments Canada Customer Service line is open 24
hours a day, 7 days a week, to ensure there is always someone
available to assist you.

3 –Basic Terminal Operations
Before You Begin
For unpacking and set-up instructions, refer to Section 19.
CAUTION:
Due to risk of shock or terminal damage, do not use
the terminal near water, in a wet basement, bathtub,
washbowl, kitchen sink, laundry tub or near a
swimming pool. Do not use in flammable
environments.
How to Use This Guide
The Global Payments Countertop Duet –VX820 terminal contains both
ATM-style buttons for screen function keys for variable screen menu
selection options and pre-configured numeric key pad and function
buttons. Variable on-screen menus will appear in bold throughout this
guide. Use the 5-way navigation key to select that option. Pre-
configured buttons will appear in caps.
Accessing the Payment Application
Following power up, you may be requested to select SOFTPAY-
GLOBAL, use the 5-way navigation key to select and access the
payment application.
Function Keys
There are a total of 8 function keys built into the payment application: 4
on the right side of the screen and 4 on the bottom of the screen.
The four function keys to the right (F1 to F4) are used to select the
menu options.
The four function keys on the bottom are used for the following:
The Menu key: to scroll down
The Completion hot key: to quickly add a tip for pre-auth
transactions

The Reprint key: to find a transaction and reprint the receipt
The Reports key: to access the reports
Changing the Supervisor or Manager Password
Your supervisor number is an important security feature of your
terminal. It is used to access functions such as returns, voids and
settlements. You should change your password periodically for
maximum protection from fraud. The password is a 5 to 9-digit number.
Press the CANCEL to return to the main menu (see illustration).
1. From the main menu, press MENU until Other Setup is displayed
2. Select Other Setup by pressing the appropriate function key
3. Key in the current supervisor password and press ENTER
4. Press MENU until Terminal is displayed
5. Select Terminal
6. Press Next until you see Super Pwd (to change the supervisor
password) or,
7. Press Next until you see Manager Pwd (to change the Manager
password)
8. Select Edit
9. Enter the new password and press ENTER (5 to 9 digits)
10. Select Exit
11. Select OK to save changes
12. Press CANC/ANNUL (red cancel key) to return to the main menu
Locking the Terminal Keyboard
If leaving your terminal unattended, it is recommended to lock the
keyboard in order to prevent unauthorized use. For maximum security,
terminals and PIN Pads should be stored in a secure location when not
in use.
To lock the keyboard from the main menu:
1. Press 5
2. Key in the current supervisor password and press ENTER
3. Select Yes

Unlocking the Terminal Keyboard
Select any function to unlock the terminal. Entering the correct
password will unlock the terminal.
CAUTION:
You will be prompted to enter the supervisor password
for every function until the keyboard is unlocked.
To unlock the keyboard from the Main Menu:
1. Press 5
2. Key in the current supervisor password and press ENTER
3. Select No
Reprinting a Receipt
The REPRINT function can be used to reprint a duplicate copy of the
merchant and customer receipt.
The reprint function can be accessed by pressing the printer icon.
Select one of the following:
Last Receipt, or
Any Receipt, and enter the invoice number
Find Feature
The FIND Feature can be used to locate a transaction to void or reprint
a receipt.
From the main menu, press 2.
Search for the transaction based on employee #, transaction
amount, account # or invoice #:
Select one of the following:
Empl and enter the employee number
Amt and enter the transaction amount
Acct and enter the last 4 digits of the account number
Inv# and enter the invoice number
Once the transaction is located, you can select to void the transaction or
press the printer icon to reprint the merchant copy receipt.

4 –Changing the Terminal Language
There are two options for terminal language: English and French. To
select a language from the main menu:
1. Press 8
2. Select language (English, Français)
NOTE:
The cardholder language will be displayed as per the
language indicator on the card where available.
5 –Optional Prompt Features
The Global Payments Countertop Duet –VX820 terminal is capable of
utilizing specialized optional prompt features.
Invoice Prompt
The invoice number printed on the receipt is normally automatically
generated for each transaction processed; however, if a manual invoice
number is preferred, the Global Payments Countertop Duet –VX820
can be configured to allow a numeric number to be entered for each
transaction processed.
When enabled, a numeric invoice number, 1 to 9-digits long, can be
manually entered when the terminal prompts for invoice on the terminal
display.
NOTE:
When manual invoice prompting is enabled, the terminal will
perform a check for duplicates to prevent the same invoice
number from being used in the same batch.
Employee Prompt
When enabled, employee numbers allow the terminal to track the
employees that processed the transaction. The employee number will
also print on the receipt. Each employee ID can also have a named
programmed to also print on the receipt. When enabled, a numeric

employee number, 1 to 5-digits long, can be manually entered when the
terminal prompts for employee ID on the terminal display.
For more information on employee configuration, refer to Section 15.
Tipping Prompt
When enabled, tipping can be completed in one transaction using the
sale transaction. The sale transaction will prompt the cardholder for a tip
amount and send the full amount for authorization. This eliminates the
need to perform a pre-auth and completion to capture the tip amount.
Tipping can be completed by the cardholder by selecting either a
percentage or dollar amount option for the tip type.
When suggested tipping options are also enabled, the cardholder will be
presented with three default percentage amounts to choose from: 10%,
15% and 20%. These values can be customized by calling the Global
Payments help desk.