Moneris V400c User manual

(November 2020)
Moneris Core® Countertop
V400c
Using your Terminal

Need help?
Web: moneris.com/support-v400c
Toll-free: 1-866-319-7450
Record your Moneris merchant ID here:
____________________________________

Moneris Core® V400c: Using your Terminal 1
Contents
Setting up your terminal.............................................................................................................................3
Moneris Core® V400c terminal....................................................................................................................4
Terminal keys and hardware ..............................................................................................................................5
On-screen buttons..............................................................................................................................................6
Navigating the terminal......................................................................................................................................6
Touch screen interaction ................................................................................................................................................6
Start up ...........................................................................................................................................................................7
Getting to the Main menu ..............................................................................................................................................7
Main menu .........................................................................................................................................................8
Security prompts ................................................................................................................................................9
Locking the screen..............................................................................................................................................9
Optional P400 external PIN pad ................................................................................................................10
PIN pad keys and hardware............................................................................................................................. 10
Card entry options (terminal and optional external PIN pad) .....................................................................11
Insert: Chip cards............................................................................................................................................. 11
Wave/Tap: Contactless cards .......................................................................................................................... 11
Swipe: Magnetic stripe cards .......................................................................................................................... 12
Transactions.............................................................................................................................................13
Transaction guidelines..................................................................................................................................... 13
Processing purchase transactions when your Internet connection is down................................................... 14
Purchase - debit/credit.................................................................................................................................... 15
Partially approved Purchase............................................................................................................................ 16
Balance inquiry on pre-paid credit cards......................................................................................................... 16
Refund - debit/credit ....................................................................................................................................... 17
Void.................................................................................................................................................................. 18
Pre-authorization............................................................................................................................................. 19
Completion ...................................................................................................................................................... 20
Merchant prompts (on the terminal) .............................................................................................................. 21
Purchase and pre-authorization ...................................................................................................................................21
Refund ..........................................................................................................................................................................22
Void...............................................................................................................................................................................22
Customer prompts (on the terminal) .............................................................................................................. 23
Purchase and Pre-authorization ...................................................................................................................................23
Refund ..........................................................................................................................................................................25
Void...............................................................................................................................................................................26
Customer prompts (on the optional external PIN pad)................................................................................... 26
Purchase and Pre-authorization ...................................................................................................................................27
Refund ..........................................................................................................................................................................29
Void...............................................................................................................................................................................30
Receipts ...................................................................................................................................................31
Processing receipts from a transaction ........................................................................................................... 31
Customer copy..............................................................................................................................................................31
Merchant copy..............................................................................................................................................................32
Reprinting receipts .......................................................................................................................................... 32

Moneris Core® V400c: Using your Terminal 2
Reprint both customer and merchant receipt for the last transaction ........................................................................32
Reprint both customer and merchant receipt for a previous transaction ...................................................................32
Receipt examples............................................................................................................................................. 33
Original receipt .............................................................................................................................................................33
Partial approval receipt ................................................................................................................................................34
Signing a credit card receipt .........................................................................................................................................34
Card masking ................................................................................................................................................... 34
Reports ....................................................................................................................................................35
Merchant Direct reporting .............................................................................................................................. 35
Transaction reports ......................................................................................................................................... 35
Clerk totals report.........................................................................................................................................................35
Terminal totals report...................................................................................................................................................36
Transaction Details report ............................................................................................................................................36
Pre-Authorization report ..............................................................................................................................................37
Tip totals report............................................................................................................................................................37
Settings reports ............................................................................................................................................... 38
Basic terminal report ....................................................................................................................................................38
Enhanced report ...........................................................................................................................................................38
End of day process....................................................................................................................................39
System close .................................................................................................................................................... 39
Merchant close................................................................................................................................................ 40
Troubleshooting.......................................................................................................................................41
On-screen Quick Help...................................................................................................................................... 41
Error messages on the V400c terminal ........................................................................................................... 42
Equipment issues............................................................................................................................................. 43
Other issues ..................................................................................................................................................... 44
Merchant support ....................................................................................................................................45

Moneris Core® V400c: Using your Terminal 3
Setting up your terminal
To do this: Refer to:
Set up your terminal hardware The Moneris Core® Countertop V400c Setting up Your Hardware
guide available at moneris.com/support-v400c.
Set up your terminal software The Moneris Core® V400c Setting up Your Software guide available at
moneris.com/support-v400c.

Moneris Core® V400c: Using your Terminal 4
Moneris Core® V400c terminal
Use this handheld, all-in-one terminal and PINpad to process transactions at the point of sale (POS).
Both you and your customer will enter information and respond to prompts on the terminal. When directed on
screen, pass the terminal to the customer. When the customer has finished, they will pass the terminal back to
you as directed on screen. Respond to the prompts to complete the transaction.

Moneris Core® V400c: Using your Terminal 5
Terminal keys and hardware
Label Terminal key or hardware Use this key or hardware element to:
1 Red key Cancel a transaction or function.
(Same as tapping the Cancel button on the display screen)
2 Yellow key Delete one or more characters in a data field.
(Same as tapping the Delete button on the display screen)
3 Green key Accept or submit data.
(Same as tapping the OK button on the display screen)
4 Printer Print receipts and reports.
5 Keypad Enter numerical data.
To enter a period or other punctuation, press the
punctuation key once.
6 Magnetic stripe reader Read card information when a card is swiped.
7 Chip reader Read card information when a chip card is inserted.
8 Display screen Displays information.
9 Contactless reader (embedded
in display screen)
Read card information when a card is tapped.
10 Pound key Go to the Main menu.

Moneris Core® V400c: Using your Terminal 6
On-screen buttons
The screen of your terminal is touch sensitive, like a smartphone. You can move around the application and
choose options by touching the appropriate element on screen. Here are the most common icons and buttons
that you should be familiar with.
Screen element
Action performed:
Main menu icon
Go to the Main menu.
Note: You can also press the pound key on the terminal keypad to
perform the same action.
Cancel a transaction and return to the Purchase screen.
Note: You can also press the red key on the terminal keypad to
perform the same action.
Delete one or more characters in a data-entry field.
Note: You can also press the yellow key on the terminal keypad to
perform the same action.
Submit the data shown on-screen. For example, tap OK to indicate
the transaction amount is correct.
Accept/confirm the choice or information displayed on-screen.
Note: You can also press the green key on the terminal keypad to
perform the same action.
Go back to the previous screen/menu.
Help icon
To view the website address of the Moneris support page for your
terminal.
Navigating the terminal
Touch screen interaction
Your Moneris terminal features a color touch screen.
To access a function displayed on screen (for example, a button, a menu, a field), simply use your finger to
tap the item on the screen, or if a number is displayed beside the button text (for example, )
press that number on the terminal keypad.
To view content (for example, a menu or report) that extends past the bottom of the screen, swipe up.
Swipe down to go back to the top of the screen.
The Main menu includes two screens. Swipe left to view screen 2. Swipe right to go back to screen 1.

Moneris Core® V400c: Using your Terminal 7
Start up
When the terminal starts up (after your initial setup), it will go directly to the Purchase screen. However, there
may be one or more security prompts (page 9) that appear before you see the Purchase screen.
Getting to the Main menu
You can access all of the terminal functions from the Main menu. To get to the Main menu, use one of these
methods:
tap the Main Menu icon on the screen (if it is available)
Main menu screen 1
Swipe left to view screen 2.
Main menu screen 2
Swipe right to return to screen 1.
If the “Card Not Present” function is disabled, the icon for “Card Not Present” will not appear on
the Main menu. You will see the Language icon instead.

Moneris Core® V400c: Using your Terminal 8
Main menu
To navigate to the Main menu, see Getting to the Main menu on page 7.
Menu item
Use this menu to:
Reprint
Reprint the last receipt or another receipt. Go to Reprinting receipts on page 32.
Screen Lock
Lock the screen using a temporary lock code. Go to Locking the screen on page 9.
End of Day
Close your batch and print batch reports. Go to End of day process on page 39.
Quick Setup
Launch the Quick Setup procedure to set up your terminal. Go to “Edit your
settings using the Quick Setup menu” in the Moneris Core® Countertop V400c
Setting up Your Software guide available at moneris.com/support-v400c.
Software Update
Display the Software Update menu. You can check for software updates, sync
your settings with the Moneris cloud, or sync all functions with the Moneris host.
For more information, go to the V400c Online Operating Manual available at
moneris.com/support-v400c.
Card Not Present
Turn on or off the ability to process financial transactions when the customer’s
card is not present; for example, email and telephone orders.
For more information, go to the V400c Online Operating Manual at
moneris.com/support-v400c.
Note: If this function is off, the icon will not appear on the main menu.
Language Settings
Set the language of the terminal to French or English. Tap the icon, select a
language, and tap Save.
Restart
Restart the terminal. Tap Restart and then tap OK at the confirmation prompt.
The terminal will restart itself and then display the default transaction which is
usually the Purchase transaction.
Transactions
Display the Transactions menu. Go to the Transactions section on pages 13-26 for
transaction guidelines and instructions for each procedure.
Reports
Display the Reports menu to run reports on transactions or on settings. Go to
Reports on page 35.
Settings
Display the Settings menu. For information and instructions for all settings, go to
the V400c Online Operating Manual available at moneris.com/support-v400c.

Moneris Core® V400c: Using your Terminal 9
Security prompts
You may see various security prompts before you are able to process transactions and access functions. Some
examples include the screen saver (idle screen), the temporary lockcode prompt, the user ID/passcode prompt,
and the Clerk ID prompt.
Review the table below on how to respond to each prompt.
Prompt
Action
Screen saver showing the
date and time (idle
screen)
The application has timed out.
Tap the screen or press any key to continue.
Enter Temporary Lock
code
This screen appears if you locked the terminal using a temporary lock code.
To unlock, enter your temporary lock code.
You can also tap Use a User ID and Passcode instead. See below.
Please enter your User ID
and Passcode
To use protected menus and transactions, you must identify yourself by user
ID and passcode.
1. Tap the User ID field and enter your user ID.
2. Tap the Passcode field and enter your passcode.
3. Tap OK.
Enter Clerk ID Key in your clerk ID, then tap OK. To set up clerk IDs, refer to the Moneris
Core® Countertop V400c Setting up Your Software guide available at
moneris.com/support-v400c.
Locking the screen
In order to prevent unauthorized use, Moneris recommends locking the terminal screen when:
your terminal is unattended, for example, when you are away from the cash register area;
your business is closed. Leave the terminal powered on and lock the screen.
To lock the screen:
1. Think of a lock code you will remember (using 4 to 10 digits).
You cannot use 3 or more consecutive numbers (such as 1236) or 3 or more repeating numbers (such as
11125).
2. On the Main menu, tap Screen Lock.
The “Please enter a temporary lock code for this device” prompt appears.
3. Enter the lock code you determined in step 1, then tap OK.
The screen is locked.
To unlock the screen:
enter the same lock code you used to lock the screen, or
enter your user ID and passcode.

Moneris Core® V400c: Using your Terminal 10
Optional P400 external PIN pad
Use this external PINpad to process transactions at the point of sale (POS).
You will enter information on the V400c terminal, and your customer will enter information and respond to
transaction prompts on the P400 PIN pad to complete the transaction.
PIN pad keys and hardware
The external PIN pad will remain at the idle screen until it is being used for a transaction.
Number
Item
1
Magnetic stripe reader
2
Display screen
3
Embedded contactless reader
4
Keypad
5
Green OK key
6
Yellow correction key
7
Red cancel key
8
Chip card reader

Moneris Core® V400c: Using your Terminal 11
Card entry options (terminal and optional external PIN pad)
The V400c terminal and optional external PIN pad feature very similar designs, so the card entry methods are
the same on both.
Insert: Chip cards
1. The screen displays “Tap, insert, or swipe”.
2. The customer inserts the card into the terminal’s (or external PIN
pad’s) chip reader.
Note: Unless the device prompts otherwise, do not swipe a chip card
even if the card has a magnetic stripe.
3. The customer may be prompted to key in a PIN.
4. The chip card must remain inserted until the screen displays “Please
remove your card”.
Wave/Tap: Contactless cards
1. The screen displays “Tap, insert, or swipe”.
2. The customer taps their card over the contactless reader icon
which is embedded into the display screen.
Note: The card must be tapped or waved by itself (the
customer cannot leave the card in their wallet and wave it over
the contactless reader).
Note: If the customer is using a mobile device, they may be
directed to enter a passcode on their smartphone or tablet.
3. Note the following:
Your merchant account must be configured for contactless functionality.
Only Purchases, Refunds, and Balance Inquiries can be processed using a contactless card.
The transaction amount must be equal to or less than the contactless transaction limit set for
the card. If the amount is greater than the contactless limit for the card, when the customer
taps their card, the terminal displays “Limit exceeded” followed by “Insert or swipe”. To
complete the transaction for the same amount, the customer inserts or swipes their card.

Moneris Core® V400c: Using your Terminal 12
Swipe: Magnetic stripe cards
1. The screen displays “Tap, insert, or swipe”.
2. The customer swipes the card on the terminal’s (or external PIN
pad’s) magnetic stripe reader.
Note: If the card has a chip, the card must be inserted into the
chip reader.

Moneris Core® V400c: Using your Terminal 13
Transactions
Transaction guidelines
To process financial transactions, follow these general guidelines.
1. Make sure you are connected to Moneris. Look for LAN or the network connection icon in the
notification area at the top of the screen. If the connection icon is red, refer to the connection error
messages on page 42.
2. Determine which transaction you want to process (for example, Purchase, Refund, Void, Pre-authorization,
Completion, among others).
3. Start the transaction on the terminal and follow the prompts on screen. For instructions, see pages 15-20.
If prompted, pass the terminal to your customer so they can respond to the customer prompts (see
page 23).
If card entry is required to complete the transaction, the customer enters their card using tap, insert, or
swipe.
The merchant prompts and the customer prompts may vary depending on:
the transaction type (for example, Purchase or Refund)
the payment type (for example, credit or debit)
the method of card entry (for example, insert, swipe, or tap)
any features you have turned on (for example, tipping or cashback)
if you are using the optional external PIN pad (for example, there will be no prompts to pass the
terminal back and forth; the terminal will feature all of the merchant-facing prompts, and the PIN
pad will feature all of the customer-facing prompts).
4. Process any printed receipts (see page 31).

Moneris Core® V400c: Using your Terminal 14
Processing purchase transactions when your Internet connection is
down
If your Internet connection is down, you can still process some credit card purchase transactions on your
terminal using an optional feature called Store and Forward (SAF). Store and Forward processing allows you to
continue to accept purchase transactions even when the terminal is unable to connect to the Moneris host. SAF
purchases are stored securely on the terminal and are automatically forwarded to Moneris once the host
connection is available.
To request Store and Forward, contact Moneris in order to understand the risks and restrictions around this
feature. Carefully review the statement below before requesting and using SAF.
Please note that Store and Forward is an optional feature which will allow you to process transactions
which are not authorized by the issuing bank at the time you submit the transaction for acceptance by
the bank. For that reason, SAF carries increased risks and if you enable the feature you will be agreeing
to assume these risks, including that you may not receive settlement funds for some of these
transactions because the cards may not have sufficient funds available, the cards may be blocked, stolen
or fraudulently used, the stored transactions data on the terminals may be lost or damaged, you may
exceed the capacity of the terminals to store transactions, etc. Additionally, many safety features cannot
be used for such transactions and this increases the risk of chargebacks with limited or no remedies
available for the merchant, even if chip and PIN are used. You should only use store and forward if you
are prepared to assume these risks and you are allowed to do so by the Card Brand Rules and
Regulations. It is your responsibility to monitor how your terminals are used and you are fully liable for
all transactions processed using store and forward.
Notification before performing a SAF purchase transaction
The steps for performing a SAF purchase are the same as a regular credit purchase, with two additional steps.
The terminal will prompt you before performing a SAF transaction. At the prompt, you can cancel the
transaction or proceed. Before deciding to proceed with performing the SAF transaction, Moneris advises you to
exercise caution in considering the customer’s credit card, the customer’s behavior, and the transaction amount,
among other factors in order to identify and minimize potential fraud. If you decide to proceed, you must enter
your user ID and passcode each time you perform a SAF purchase.
To view the terminal prompt associated with the SAF feature, go to Merchant prompts (“Your terminal is
currently offline! You can…“) on page 21.

Moneris Core® V400c: Using your Terminal 15
Purchase - debit/credit
Follow these steps to process a Purchase transaction when the customer pays with a debit or credit card.
1. Start at the Purchase - Enter amount screen. This is the terminal's default screen.
Respond to any security prompts (see page 9) that appear.
If your terminal is at a different screen, go to the Main menu, tap Transactions, then tap Purchase.
2. Key in the amount of the purchase and tap OK.
Respond to any merchant prompts (see page 21) that appear. The terminal may ask for an invoice
number and other information.
3. When prompted, pass the terminal to your customer so they can respond to the customer prompts.
If tip entry is turned on, the customer enters a tip (or no tip).
If you have the optional external PIN pad, you will not be prompted to pass the terminal; the customer
will respond to prompts on the external PIN pad instead.
The “Tap, insert or swipe” prompt appears, showing the final total and the cards you accept.
4. The customer enters their card on the terminal (or optional external PIN pad). Depending on the type of
card, they can tap, insert, or swipe it.
The customer responds to any additional customer prompts, including prompts related to cashback,
foreign exchange, and PIN entry among others (see page 23).
The “Processing your request”message appears.
5. Once the transaction is approved, the “How would you like your receipt?” prompt appears, showing the
customer the available options for receiving a receipt: 1 Email, 2 Text, 3 Print, and 4 None.
Note: You can choose which receipt options customers will see. (Refer to “Receipt Settings” in the Moneris
Core® Countertop V400c Setting up Your Software guide available at moneris.com/support-v400c).
Note: Even if you have the optional external PIN pad, the receipt output selection will still be displayed on
the terminal, so you will need to ask the cardholder how they would like their receipt.
6. The customer (or merchant acting on the customer’s behalf) selects a receipt format (or no receipt) by
tapping one of the options on screen or by pressing the corresponding number on the keypad.
The “Transaction Complete/Please pass terminal back to clerk” prompt appears. The PIN pad returns to its
idle screen.
7. The customer passes the terminal back to you. Press the green key to continue, if needed.
Note: If you have the external PIN pad, the customer will not be prompted to pass the terminal.
8. When “Transaction Approved” appears, tap OK.
9. Process any printed receipts (see page 31).
Note: A customer signature is always required for UnionPay transactions, so the merchant copy of the receipt is
always printed. Ask the customer to sign the merchant copy of the receipt.

Moneris Core® V400c: Using your Terminal 16
Partially approved Purchase
A Partial Approval of a purchase transaction occurs when the customer pays for a purchase with a pre-paid
credit card but the value on the pre-paid card is less than the purchase amount.
Pre-paid cards include:
A credit card (such as Visa® or Mastercard®) loaded with a specific value.
A gift card from a specific store.
When presented with a pre-paid card:
1. Follow the Purchase transaction (see page 15).
IMPORTANT! Process any pre-paid cards first -- the customer may have more than one.
2. The terminal approves the partial amount tendered on the pre-paid card, then displays to the customer and
to the merchant the amount still owing. For example:
Amount approved $10.00
Amount due $20.50
3. Tap OK to accept the partial approval.
The amount due can be paid by another tender type, e.g. another pre-paid card, a credit card, a debit card,
or cash.
4. Follow the merchant prompts on screen for each tender type offered by the customer until the full purchase
amount is paid.
5. Process any printed receipts (see page 31).
Balance inquiry on pre-paid credit cards
Use the Balance Inquiry procedure to allow customers to check the balance on a pre-paid credit card.
1. From the Main menu, tap Transactions, then tap Balance Inquiry.
2. As prompted on screen, pass the terminal to your customer so they can respond to the customer prompts.
The “Tap, insert or swipe” screen appears.
3. The customer enters their card on the terminal (or on the optional external PIN pad, if equipped).
Depending on the type of card, they can tap, insert, or swipe as described in Card entry options (terminal
and optional external PIN pad) on page 10).
4. The customer responds to any customer prompts, such as PIN entry.
The terminal displays the card balance on the screen.
5. The customer views the balance on screen.
To print the balance, the customer taps Print or presses 1 on the keypad.
Note: Respect the customer's privacy. Do not look at the balance, whether printed or on screen. The
terminal prints only one copy of the receipt, the customer copy.
6. After viewing or printing the balance, the customer taps OK to end the balance inquiry.

Moneris Core® V400c: Using your Terminal 17
7. The screen prompts the customer to return the terminal to you.
The customer passes the terminal to you.
Note: If you have the external PIN pad, the customer will not be prompted to pass the terminal.
8. Tap OK to continue.
Refund - debit/credit
A refund credits a customer's account. You can refund the whole amount of a purchase transaction or a portion
of the amount.
1. From the Main menu, tap Transactions, then tap Refund.
Respond to any security prompts (see page 9) that appear.
The Refund screen appears.
2. Key in the amount of the refund and tap OK.
Respond to any merchant prompts (see page 22) that appear. The terminal may ask for an invoice
number and other information.
The terminal prompts you to “Enter the authorization number of the transaction that is to be refunded”.
3. Key in the 6-digit authorization number found on the Purchase receipt, and tap OK. See original receipt
example on page 33.
If you do not have the receipt or the authorization number, simply tap OK to continue without entering
a value.
4. Pass the terminal to your customer so they can respond to the customer prompts.
The “Tap, insert or swipe” prompt appears, showing the total refund and the cards you accept.
Note: If you have the external PIN pad, you will not be prompted to pass the terminal.
5. The customer enters their card on the terminal (or on the external PIN pad, if equipped). Depending on the
type of card, they can tap, insert, or swipe it.
The customer responds to any customer prompts (see page 25).
The “Processing your request”message appears.
6. Once the transaction is approved, the “How would you like your receipt?” prompt appears, showing the
customer the available options for receiving a receipt: 1 Email, 2 Text, 3 Print, and 4 None.
Note: Even if you have the optional external PIN pad, the receipt output selection will still be displayed on
the terminal, so you will need to ask the cardholder how they would like their receipt.
7. The customer (or the merchant acting on the customer’s behalf) selects a receipt format (or no receipt) by
tapping one of the options on screen or by pressing the corresponding number on the keypad.
The “Transaction Complete/Please pass terminal back to clerk” prompt appears.
8. The customer passes the terminal back to you. Press the green key to continue, if needed.
Note: If you have the external PIN pad, the customer will not be prompted to pass the terminal.
9. When “Transaction Approved” appears, tap OK.

Moneris Core® V400c: Using your Terminal 18
10. Process any printed receipts (see page 31).
Note: A customer signature is always required for UnionPay transactions; therefore the merchant copy of
the receipt is always printed. Ask the customer to sign the merchant copy of the receipt.
Void
Perform a void when a transaction has been entered incorrectly and needs to be cancelled and re-done.
The whole transaction will be voided -- you cannot perform a partial void.
Only transactions in the current batch can be voided. For example, if the purchase transaction that you
want to void is in a batch that is already closed, perform a refund instead.
To void a pre-authorization, perform a completion for $0 (see page 20).
1. From the Main menu, tap Transactions, then tap Void.
Respond to any security prompts (see page 9) that appear.
The Void menu appears.
2. Follow the instructions in one of the columns in the table below.
Void last transaction
Search for transaction to void
a. Tap Void last transaction.
The terminal displays the last
completed transaction that can be
voided.
a. Tap Search for transaction to void.
b. When prompted, enter the sequence number of the
transaction you want to void. To locate the sequence
number, see receipt sample on page 33.
The terminal searches the current batch and displays the
transaction(s) that match the sequence number you entered.
b. Tap OK to void the
transaction.
To cancel the Void operation,
tap Cancel.
c. Tap the appropriate transaction on the screen to proceed
with voiding it. If there is only one transaction, simply tap
OK.
To enter a different sequence number, tap Back.
To cancel the Void operation and return to the Purchase -
Enter amount screen, tap Cancel.
3. When prompted, pass the terminal to your customer so they can respond to the customer prompts.
Note: If you have the external PIN pad, you will not be prompted to pass the terminal.
The “Insert or swipe” prompt appears, showing the total void amount and the cards you accept.
4. The customer enters their card on the terminal (or on the external PIN pad, if equipped).
The customer responds to any customer prompts (see page 25).
The “Processing your request” message appears.
5. Once the transaction is approved, the “How would you like your receipt?” prompt appears, showing the
customer the available options for receiving a receipt: 1 Email, 2 Text, 3 Print, and 4 None.
Note: Even if you have the optional external PIN pad, the receipt output selection will still be displayed on
the terminal, so you will need to ask the cardholder how they would like their receipt.