Moneris vx810 duet User manual

For Assistance
Call the Moneris Merchant Service Centre toll-free at 1-866-319-7450.
For More Information
Visit the Moneris downloads webpage at
www.moneris.com/index.php?context=/onlineservice/downloads/qrg_manual
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For detailed instructions and information on more features, select
Vx810 Duet Operating Manual in the Merchant Manual(s) section.
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To download a PDF file of this guide, select Vx810 Duet in the
Reference Guide(s) section.
To Order Terminal Supplies
Order online at www.shopmoneris.com.
Copyright – © 2009 Moneris Solutions, 3300 Bloor Street West, Toronto, Ontario, M8X 2X2
All Rights Reserved. This manual shall not wholly or in part, in any form or by any means, electronic, mechanical, including
photocopying, be reproduced or transmitted without the authorized consent of Moneris Solutions.
Trademarks – The Moneris Solutions logo is a registered trademark of Moneris Solutions Corporation. All other marks or
registered trademarks are the marks or registered trademarks of their respective owners.
Neither Moneris Solutions Corporation (“Moneris”) nor any of its affiliates shall be liable for any direct, indirect, incidental,
consequential or punitive damages arising out of use of any of the information contained in this guide. Neither Moneris or any of its
affiliates nor any of our or their respective licensors, licensees, service providers or suppliers warrant or make any representation
regarding the use or the results of the use of the information, content and materials contained in this guide in terms of their
correctness, accuracy, reliability or otherwise.
Your credit and/or debit card processing is separately governed by the Terms and Conditions of your Moneris VISA Merchant
Agreement, your Moneris MasterCard Merchant Agreement and/or your Moneris Debit Card and Terminal Agreement, as applicable
with Moneris. It is the merchant’s responsibility to ensure that proper card processing procedures are followed at all times.
Please refer to your Merchant manuals and the Terms and Conditions of your Merchant Agreement(s) for details. The Moneris
Merchant Operating Manual is available for free download at www.moneris.com/merchant/manuals/index.html .
®
Vx810 Duet
Quick Reference Guide
For Debit and Credit Card
Procedures using
Magnetic Stripe Cards
and Chip Cards
Display Screen
Keypad
Magnetic Stripe Card Reader
Chip Card Reader
Printer
810QRG-ECmzv02
Your Moneris Merchant Number is: ______________________________________

2
Operating the Moneris Vx810 Duet
Operating the Moneris Vx810 Duet
Operating the Moneris Vx810 Duet
The Moneris Vx810 Duet is an all-in-one POS solution consisting of the
lightweight Vx810 terminal/PINpad, incorporating a display screen and
keypad, that connects to the Duet base containing the printer and
communications hardware.
The display screen will display some prompts for you to respond to and
other prompts for your customer. You will need to pass the Vx810 PINpad
back and forth during transactions so that you and your customer can
view your prompts and respond to them using the keypad.
The Vx810 Duet supports magnetic stripe cards and chip cards for both credit
and debit transactions, and supports magnetic stripe cards for purchasing
card transactions.
Identifying a Chip Card
Every time a cardholder presents a card (debit or credit) for payment:
Look for the Chip
Vx810 Keypad F1 TO F4
■
Multi-function keys that correspond to the
options displayed on the right-hand side
of the display.
PURPLE KEYS
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Arrow key: under the arrow icon or
– Scrolls up or down
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Reprint key: the second purple key from the
right – Displays the REPRINT menu
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Reports key: the first purple key on the right
– Displays the REPORTS menu
ALPHA
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Displays alphabetic characters. Press the
numeric key that is labelled with the desired
character then press the ALPHA key until the
desired character is displayed.
* (ASTERISK)
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Returns to the applications menu
CANC ANNUL (red key)
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Cancels the current operation
CORR (yellow key)
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Clears displayed characters one at a time
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Changes the direction of the arrow icon above
the first purple key
OK (green key)
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Accepts displayed or keyed in data
■
Displays the CONFIGURATION menu
when pressed at the transactions menu.
O


Make sure the card is face
up, and the chip side is
inserted into the terminal.
IMPORTANT:
Do not remove the chip
card from the reader until
the Please Remove Card
prompt appears.
Using a Chip Card
Chip cards must be inserted into the chip card reader and left in the reader
for the entire transaction.
There are five basic steps to performing a transaction with a chip card:
1. Begin the transaction and follow the prompts.
2. Check for the chip on the card.
3. When the Swipe or Insert Card: prompt appears, you or the cardholder
must insert the chip card into the chip card reader.
4. Follow the prompts.
5. When the Please Remove Card prompt appears, you or the cardholder
must remove the chip card.
Helpful Hints
■
The Vx810 Duet supports chip cards for both credit and debit transactions.
■
Some chip cards prompt for a PIN (like a debit card);
• If the PIN is incorrect, the cardholder will be prompted to retry.
• If the cardholder cannot remember their PIN, cancel the transaction, request
another form of payment, and tell the cardholder to contact the card issuer.
■
Other cards print a cardholder signature line on the Merchant receipt
(like a magnetic stripe credit card).
front of card back of card
111
magnetic stripe
3


Performing Financial Transactions
All instructions in this Guide begin at the transactions menu. To access the
transactions menu from the applications menu, select DEBIT & CREDIT.
To access the transactions menu from any screen in the DEBIT & CREDIT
application, press the CANC ANNUL key repeatedly on the Vx810 Duet
until the transactions menu appears.
Debit or Credit Purchase
Sale of goods or services using a debit or credit card.
1. To begin the transaction, select Purchase.
2. Key in the purchase amount and press OK then follow the prompts
on the terminal.
Notes: If the Tip: $ 0.00 prompt appears, the customer can add a tip
to the purchase amount. Have the customer key in the tip amount
and press OK or simply press OK to leave the amount as $0.00.
If the Cashback? prompt appears (debit only), the customer can
receive cash from their account. Have the customer select Yes
then select an amount by either using the multi-function keys
(e.g., F1), or selecting Other and keying in an amount.
Or they can select No to continue without Cashback. The Cashback
amount is displayed on the RETURN TO CLERK screen.
The customer presses OK again to accept the final Purchase +
Cashback + Tip amount.
Helpful Hints – Additional Prompts
■
If prompted to enter an Invoice # or Clerk Id:
• key in the number and press OK
OR
• simply press OK to leave this blank.
■
When the Customer Press OK To Continue prompt appears, pass the Vx810
to your customer.
■
When the customer sees the Return To Clerk prompt, retrieve the Vx810 then
press OK to complete the transaction.
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If the Promo Code: prompt appears, key in the 6-digit private label promotion code
and press OK.
4
Performing Financial Transactions
5
Performing Financial Transactions
Debit or Credit Refund
Credits a cardholder’s account for a previous credit or debit purchase.
1. To begin the transaction, select Refund.
If prompted, key in the manager password and press OK.
2. Key in the refund amount and press OK then follow the prompts
on the terminal.
Note: The Orig Auth # is the 6-digit Appr Code printed on the original
receipt.
Debit or Credit Correction
IMPORTANT: The correction MUST be performed in the same batch as the
original transaction.
1. To begin the transaction, select Correction. (You may need to scroll
down to the next menu screen.)
If prompted, key in the manager password and press OK.
2. To correct the last transaction performed:
a. Select Yes.
b. Select Yes again to confirm the displayed transaction is the
one you wish to correct.
To select a different transaction:
a. Select No.
b. To search by Sequence number, select Seq# then key in the
sequence number and press OK
OR
To search by the card number, select Acct# then key in the last
4 digits of the card number and press OK.
c. Select Yes to confirm the displayed transaction is the one you
wish to correct
OR
Select Next to view the next matching transaction.
3. The terminal prints the receipts and returns to the transactions menu.

6
Performing Financial Transactions
7
Performing Financial Transactions
Credit Pre-Authorization & Completion
If the final amount of a credit purchase is not known (e.g. in a car rental
agency or a hotel), do NOT perform a Purchase transaction. Instead,
perform a Pre-Authorization for the current purchase amount.
1. Select Pre Auth then, on the Pre Auth menu, select Pre Auth and follow
the prompts on the terminal.
Note: If a signature line is printed on the Pre Auth receipt, the
cardholder must sign the receipt.
The terminal returns to the Pre Auth menu. Press CANC ANNUL
to return to the transactions menu.
When the final amount of the purchase is known, perform a Pre Auth
Completion for the final amount using the same card number.
IMPORTANT: The Completion must be performed on the same
Vx810 Duet terminal as the Pre Auth.
2. Select Pre Auth then select Completion.
If prompted, key in the manager password and press OK.
3. Key in the six-digit sequence number (Seq #) from the Pre Auth receipt
and press OK then follow the prompts on the terminal.
Note: The credit card does not need to be present for a Completion
transaction.
Delete Credit Pre Auth
Deletes a pre-authorization transaction that has NOT been completed.
1. Select Pre Auth then select Del Pre Auth.
If prompted, key in the manager password and press OK.
2. To search by Sequence number, select Seq#, key in the six-digit
sequence number and press OK
OR
To search by the card number, select Acct#, key in the last four digits
of the card number and press OK.
3. Select Yes to confirm the displayed pre auth is the one you wish to
delete. The terminal displays PREAUTH DELETED and returns to the
Pre Auth menu.
OR
Select Next to view the next Pre Auth.
Credit Advice
Completes a voice authorized purchase on a credit card.
1. To begin the transaction, select Advice. (You may need to scroll down
to the next menu screen.)
2. Key in the advice amount and press OK then follow the prompts
on the terminal.
Notes: At the Auth #: prompt, key in the Voice Authorization Number
that you wrote on the paper sales draft when you called the
Moneris Merchant Service Centre for Voice Authorization.
At the Account #: prompt, key in the card number and press OK.
Helpful Hints – Keyed Transactions
If you key in the credit card number for a purchase, refund, correction,
advice or pre auth transaction, you will be prompted to enter the card’s
expiry date and validation code.
■
When the Expiry Date prompt appears, key in the card’s expiry date and press OK.
■
When the Validation Code prompt appears, key in the 3 or 4 digit number
found on the signature strip on the back of the card and press OK.
If the validation code is not present or unreadable:
• simply press OK.
• When the Code Present? prompt appears, select No (Code not present) or
Xread (Code unreadable).

9
Transaction Receipts
Card Masking & Card Truncation
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A masked card number is printed as a combination of '*'s and digits. For example,
the card number appears as ************1234 .
■
A truncated card number prints only the last four digits. For example, the card
number appears as 1234.
■
To reduce unauthorized card use:
• the card number is masked on the following:
Cardholder copy of the receipt;
Merchant copy of the receipt
• the expiry date is not printed on any copy of any receipt
• the card number is truncated on reports.
Reprint Receipts
This prints a duplicate of the last receipt.
1. Press the REPRINT key (third purple key from the left). The REPRINT
menu appears.
2. Select Last Receipt to reprint the last transaction receipt.
Note: Select Any Receipt to select a different receipt by sequence
number.
3. The terminal prints the Merchant Copy of the receipt and returns
to the transactions menu.
8
Transaction Receipts
Transaction Receipts
The Seq # is found on all receipts. It is the first six of the last seven digits of
the Seq # on the receipt, e.g. if the Seq # is 0010020030 then key in 002003.
The Orig Auth # is the 6-digit Appr Code printed on the original receipt.
Signing Credit Card Receipts
■
If a signature line appears on the Merchant copy of the receipt, the cardholder
must sign the receipt.
■
If “NO SIGNATURE REQUIRED” appears on the Merchant copy of the receipt,
no signature is required.
■
If a signature line appears on the Cardholder copy of a Refund receipt, you,
the merchant, must sign the refund receipt.
■
If a signature line appears on a Pre Auth receipt, the cardholder must sign
the receipt.
Transaction Type
Masked card number
Signature Line
Seq #
Orig. Auth #

Reporting
Transaction Inquiry
This displays and prints the details of transactions in the terminal memory.
1. Scroll down and select Batch Review. The RETRIEVE BY: prompt appears.
If prompted, key in the manager password and press OK.
2. To retrieve transactions by:
■
Clerk ID, select Clrk
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Transaction amount, select Amt
■
the last four digits of the card number, select Acct
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the six-digit sequence number, select Seq#
3. Enter the required information and press OK. The transaction details
appear on screen.
4. Select PREV or NEXT to scroll through the transactions and display the
right one.
5. To print the Transaction Inquiry report for the displayed transaction,
select PRNT.
OR
To void the transaction, select CORR.
OR
To return to the transactions menu, press CANC ANNUL twice.
Merchant Sub Totals Report
This prints the totals of all transaction types in the current batch on the
Moneris host without closing the batch.
1. Press the REPORTS key (fourth purple key from the left). The REPORTS
menu appears.
2. Scroll down then select Merch SubTotals. The terminal prints the
Merchant Sub Totals report and returns to the REPORTS menu.
Stored Transactions Report
This prints totals for the current batch in the terminal memory without
closing the batch. Transaction type totals are sorted by card type and
grand totals are sorted by transaction type.
1. Press the REPORTS key (fourth purple key from the left). The REPORTS
menu appears.
2. Select Stored Tran Rpt.
3. To print all transactions, select All.
OR
To print transactions from a specific date, select Date then key in the
desired date and press OK.
The terminal prints the Stored Transactions report and returns to the
REPORTS menu.
10
Reporting
Pre Auth Transactions Report
This prints a list of all pre auth transactions in the terminal memory that
have not been completed.
1. Select Pre Auth then select Pre Auth Rpt. (You may need to scroll down
to the next menu screen.)
If prompted, key in the manager password and press OK.
The terminal prints the Pre Auth Transactions report.
2. Press CANC ANNUL to return to the transactions menu.
Deposit Totals Report
This prints the totals of all transaction types in batches that have been
closed on the Moneris host on the same date that this report is printed.
1. Press the REPORTS key (fourth purple key from the left). The REPORTS
menu appears.
2. Select Deposit Totals. The terminal prints the Deposit Totals report
and returns to the REPORTS menu.
Clerk Sub-totals Report
This prints totals from the Moneris host for one or all Clerk IDs.
Transaction type totals are sorted by card type and grand totals are
sorted by transaction type by Clerk ID.
IMPORTANT: Clerk IDs must be set up on the Moneris host before this
report can be generated.
1. Press the REPORTS key (fourth purple key from the left). The REPORTS
menu appears.
2. Select Clerk SubTotals.TheClerk Id: prompt appears.
3. To print the Clerk Sub-totals report for one clerk, key in the Clerk ID
and press OK.
OR
To print the Clerk Subtotals report for all clerks, press * (the asterisk)
then OK.
The Add Another Clerk? prompt appears.
4. Select Yes to select additional clerks or select No.
If Clear Totals? appears, select No to keep the clerk’s totals in memory
or select Yes to delete them from memory.
5. The terminal prints the Clerk Sub-totals report and returns to the
REPORTS menu.
Helpful Hints
■
To scroll through menus, use the Arrow key (first purple key from the left).
Press the CORR key to toggle between scrolling up and down .
■
To access the applications menu from any other menu, press the * (asterisk) key.
11
Reporting


13
Administrative Transactions
Administrative Transactions
Logon
If the Host Logon Required prompt appears, you must log on before you
can perform transactions on the terminal.
1. Press the OK key at the transactions menu.
The CONFIGURATION menu appears.
2. Scroll down then select Host Logon.
3. Key in the manager password and press OK. The terminal communicates
with the Moneris host, displays Logon Successful then returns to the
transactions menu.
Logoff
To ensure unauthorized transactions cannot be processed, your terminal
should be logged off at the end of the business day.
1. Press the OK key at the transactions menu.
The CONFIGURATION menu appears.
2. Scroll down then select Host Logoff.
3. The terminal communicates with the Moneris host, displays Logoff
Successful then returns to the transactions menu.
Re-initialization
If the Init Required prompt appears, you must re-initialize your terminal
by 3:00 a.m. the next morning.
1. Press the OK key at the transactions menu.
The CONFIGURATION menu appears.
2. Scroll down then select Initialization.
If prompted, key in the manager password and press OK.
The RETAIN SETTINGS? prompt appears.
3. Select Yes to keep all parameters set as they are
OR
Select No to delete existing terminal settings.
If the MERCHANT ID prompt appears, key in your Moneris Merchant ID
number and press OK.
4. The terminal communicates with the Moneris host then returns to the
transactions menu.
End of day Process
You must process a Batch Close transaction in order to have the funds
from your POS transactions deposited to your business account.
Note: If the TRANSACTION NOT ALLOWED message appears, your
merchant account is set up to close your batches automatically.
Simply print a Merchant Sub-totals Report at the end of each
business day.
You will need to perform two tasks:
1. Process a Batch Close (see below).
2. Confirm that the totals on the Batch Totals report match the totals
on the Stored Transactions report.
IMPORTANT: If they do not match, contact Moneris the next business
day for reconciliation assistance.
Batch Close
1. Scroll down then select Batch Close.
If prompted, key in the manager password and press OK.
The Close Type? prompt appears.
2. Select Singl to close this terminal.
If the Delete Pre-Auth? prompt appears, to delete all open pre-auths
select Yes OR to retain all open pre-auths select No.
The terminal communicates with the Moneris Host and prints the
Batch Totals report then the Print Stored Trans prompt appears.
3. Select Yes to print the details of each transaction in the batch then
select the report period. The terminal prints the Stored Transactions
report.
OR
Select No to print only the Batch Totals report.
The Close Batch? prompt appears.
4. Confirm that the totals on the Batch Totals report match the totals
on the Stored Transactions report.
5. If they match, select Yes to close the batch.
If they do NOT match, select No to cancel the Close Batch transaction.
Note: If you don’t make a selection at the Close Batch? prompt within
two minutes, the terminal will beep three times then return to
the transactions menu without closing the batch.
The terminal prints the Batch Close report and returns to the
transactions menu.
12
End of day Process

14
Troubleshooting
15
Troubleshooting
Troubleshooting
If one of the following error messages appears, follow the instructions to
continue the transaction. As a general rule, when an error message appears,
press OK or CANC ANNUL to clear the message then retry the transaction.
CARD NOT SUPPORTED
■
The card type you swiped cannot be used for that transaction type, e.g. a debit
card cannot be used for an advice transaction.
OR
■
Your merchant account with Moneris is not set up to accept the card type that
was swiped. Request another form of payment.
CARD SWIPE ERROR or READ CARD ERR or ERR READ CARD NO.
There is a problem with the magnetic stripe on the card that was swiped.
■
Try swiping the card again, this time more slowly or quickly, or from front
of the terminal to the back.
■
If the message reappears:
for credit card with stripe – key in the card number.
for credit card with chip – swipe the card.
for debit card with stripe or chip – request another form of payment.
EMPTY BATCH
There are no transactions in the current open batch.
EXPIRED CARD
The expiry date on the card that was swiped has passed.
■
Request another form of payment.
INVALID PASSWORD
■
Press CANC ANNUL then re-enter the manager password and press OK.
INV# IS 7 CHAR MAX PRESS OK KEY
The maximum length of an invoice number for private label credit cards is
7 characters.
■
Press OK, check the invoice number and enter the correct number of characters.
LINE BUSY
■
Check if the phone line is shared with another piece of equipment,
e.g. a fax machine.
■
Check if a prefix is required to dial out.
NO LINE
The terminal cannot detect a dial communications line.
■
Check that all communications cables are connected to the base and the wall
jack correctly. If they are, check the phone line for dial tone.
■
Check that the phone line is an analog dial line. The terminal will not work
on a digital phone line or on VoIP.
■
Try the transaction again. If the message reappears, unplug and replug the
power cable at the power source.
NO MATCH (printed on the Batch Totals report)
■
This message is printed beside any terminal totals that do not match the
host totals.
NO MATCH OR RECORD NOT FOUND (displayed on the terminal)
The information you have used to find a transaction in memory can not be found.
■
Check the information and try again.
OUT OF RANGE
In Demo mode, ensure the amount of the transaction plus Cashback is $1.00
or less, and the tip is $1.00 or less.
PHONE NUM FLDS EMPTY
The terminal has attempted to dial out but the phone number parameters are
empty. If this message occurs during:
■
a financial transaction, contact Moneris Solutions.
■
a Batch Close transaction, perform a Re-initialization then try the transaction again.
PRINTER ERR
■
Open the printer, check that there is a paper roll and that the roll is loaded
properly then close the printer.
REFUND LIMIT EXCEEDED
The total value of refunds performed today is greater than your daily refund limit.
■
Contact Moneris for a temporary increase. Please have the original purchase
receipt available for reference.
SETTLE FAILED
The connection with the Moneris host was lost during the batch close function
and the settlement was not completed.
■
Try the Batch Close again. If the batch totals are $0, print a Deposit Totals report
and a Stored Transactions report then call the Moneris Merchant Service Centre.
SYSTEM PROBLEM followed by TCP INIT ERR: #### OR TCP RECV ERR: #### OR
TCP SEND ERR: ####
A communication error has occurred.
■
Contact Moneris and give the agent the four-digit number.
TIP ERROR
The cardholder has keyed in a tip amount that is greater than the standard
percentage or a tip percentage that is not defined in the terminal.
TRANS NOT ALLOWED
You have attempted to perform a transaction that is either not configured on your
terminal or not set up in your merchant account.
EQUIPMENT PROBLEMS
The display screen is blank.
■
Ensure the power adaptor cable is plugged in to the base correctly.
The Vivotech Diagnostics Menu is displayed.
■
Press the * (asterisk) key to return to the applications menu.
IMPORTANT: You must use the exact power adaptor and cable provided with
the terminal by Moneris Solutions. Failure to do so may affect
the operability of, or cause damage to, the terminal.