Sagem EFT930SEM User manual

EFT930SEM Countertop Terminal
Quick Reference Guide

1
123 Send PSTN Fixed Line Terminal
INDEX PAGE
GettingStarted 2
Terminal Layout 3
Changing Your Till Roll 4
Setting Up Your Terminal 5
Changing Your Passwords 6
Taking Card Payments 8
Processing a Chip and PIN Refund 10
Processing a Mail Order / Customer Not Present (CNP) Sale 11
Processing a Banking Report 12
Troubleshooting 13
Terminal Management 16
Additional Services 17
Terminal Menu Structure 18
Contact Numbers 19

2
Getting Started
.
In this pack you should have:-
1. Fixed Line Terminal
2. Telephone Adaptor
3. Telephone Cable (RJ11 Cable)
4. UK Power Lead
5. Manual “Magic” Cable (attached to terminal)
6. One full till roll
7. Any additional accessories you may have ordered
If an
y
of these items are missin
g
p
lease call our Technical Hel
p
desk on 0800 54 24 123

3
Terminal Layout
Printer
Feed
Function
Buttons
Keypad
Power On/Printer Feed
Chip & Pin Slot
Magnetic Strip
Enter
Back Space
Cancel
Menu Button
Display
Date and Time
Handset Number
Terminal
Status

4
Till Rolls
Changing you Till Rolls
Your terminal will only work using 123Send approved thermal paper. This can be purchased by visiting our
online shop www.123send.net/shop or by calling 0800 54 24 123.
To replace the till roll please follow the steps below:
Open the paper housing
cover by pulling the
catch upwards. Do not
be too forceful as this
may damage the
terminal.
Remove the remaining
roll or the inner tube
Un-stick the paper at
the start of the new roll
and insert. Close the
paper housing cover by
pressing the cover
closed to engage the
two catches.
Press the paper feed
key when the
terminal has powered
up.
Till Roll Text
If you wish to amend the till roll text please contact our Technical Helpdesk on 0800 54 24 123. Please note
there can only be a maximum of 24 characters, including spaces, per line
123Send
120 Leman Street
0800 54 24 123
MID: 897654321
TID: 12345678
HANDSET 1
VISA DEBIT
AID: A000000031010
VISADEBIT
************ 1230
EXP 04/12
SALE
AMOUNT £123.00
TOTAL £123.00
PIN VERIFIED
THANK YOU FOR YOUR CUSTOM
CUSTOMER COPY
PLEASE RETAIN
Till Roll Text Line 1
Till Roll Text Line 2
Till Roll Text Line 3
Merchant Identification Number (MID)
Terminal Identification Number (TID)
Handset Number
Card Type
Acquirers Reference
Card Type
Card Number
Expiry Date
Amount
Total

5
Setting Up Your Terminal
Setting up your terminal.
DESCRIPTION INSTRUCTIONS
Connect one end of the telephone line into the port
labelled ‘IN’ on the ‘Magic Box’
Connect the other end of the cable into the telephone
socket. You may need to use the adapter provided to
ensure the connection is secure.
The terminal will now power up and display this
screen. Your terminal is now ready to transact.
123Send are responsible for the equipment up to, but not including, your
telephone port and will troubleshoot the provided equipment to ensure it is
trying communicate to the ‘outside world’. It is your responsibility to ensure
your line is fully operational and has no devices attached that could interfere
with the terminal.
To power the terminal connect the
power lead to the port labelled

6
Changing Your Passwords
Supervisor Password
Your terminal has several security features enabled to minimise the risk of fraudulent
transactions/refunds being processed. One such feature is a Supervisor Password which must be
entered when processing refunds and banking reports.
123Send recommend that you change your password upon receipt of your terminal. To change
your password please follow the steps below:
TERMINAL DISPLAY DESCRIPTION
Press Menu button Twice
Press F3
Due to the recent changes some
Acquirers insist the password is
amended before the terminal is
dispatched. If this is the case your
new password will be on a
compliment slip enclosed with the
terminal. Enter the default password*
Press F2
Press F4
Press F1
Press OK
Press OK
This is now complete.
Please ensure the safekeeping of the password and do not disclose it to anyone outside of your
company. You are able to change your password as many times as you wish.
*If you have forgotten the Supervisor Password please call our Technical Helpdesk on
0800 54 24 123 and they will reset this back to the default password, after verifying your identity.

7
Changing Your Passwords
Refund Password
Your terminal has a Refund Password function. When you receive your terminal this password will
be the same as the Supervisor Password. The Supervisor Password must be entered before
processing a refund. To change your Refund Password please follow the below instructions. Please
note, your Supervisor Password will remain unchanged.
TERMINAL DISPLAY DESCRIPTION
Press Menu Twice
Press F3
Due to the recent changes some
Acquirers insist the password is
amended before the terminal is
dispatched. If this is the case your
new password will be on a
compliment slip enclosed with the
terminal.
Enter the default password*
Press F2
Press F4
Press F2
Press OK
Press OK
This is now complete.
*as per page 6

8
Taking a Payment using Chip and Pin
TERMINAL DISPLAY DESCRIPTION
Insert the Cardholder’s CARD into the reader
with the chip facing up and towards the keypad.
The terminal will check the card type then display
the screen shown.
Key in the amount in pence
(i.e. 1545 for £15.45) then press OK
The screen will now display the amount entered
for the customer to confirm and enter their PIN.
Using the keypad request the customer to enter
their 4 digit PIN, then press OK
The terminal will confirm the PIN entered is
correct and then prompt the Customer to hand
the terminal back to the merchant. If the Pin
number entered is incorrect the terminal will
prompt to re-enter. The customer has 3attempts
to get it right.
The terminal will make connection to the
Acquirers system to obtain an Authorisation
code. Ensure the card is not removed during this
process as it will VOID the transaction.
The First receipt which the terminal will print is
the Merchant copy, tear this off and then press
OK to print the Customer copy
Remove the card. Tear off the Cardholder’s
Copy. Check the transaction has been verified
and not Declined / Void or Cancelled
Terminal is now ready to take the next
transaction.
If the terminal shows “Call Auth Centre”
Please call your acquirer. The telephone
number will be displayed on the screen.
Follow the on screen prompts
All queries relating to payments that are being paid into your bank account must be directed
to your acquiring bank (see page 19 for contact details)
You must only enter the Authorisation Code provided to you by the Authorisation Centre.
Failure to do so could result in the money not being paid into your account.

9
Taking a Payment using the Magnetic Strip
If the customer’s card does not have a chip on it then you can take payments by using the Swipe
function on the terminal, which is located on the right hand side of the terminal, see page 3
TERMINAL DISPLAY DESCRIPTION
Swipe the card towards you with the magnetic
strip facing the terminal
Enter the amount to be charged in pence
The terminal will then connect to your acquirer for
authorisation
If the transaction has been approved an
authorisation code will appear on the screen. If
the transaction has not been authorised the
terminal will display Void, Declined or Call Auth
Centre.
Once it has been authorised it will print off a
receipt for the customer to sign. You must retain
this.
Check the signature.
Press F1 for an invalid signature
Press F2 for a valid signature
If the signatures match then the terminal will print
a copy of the receipt. This must be handed to the
customer for them to retain.
Once complete the terminal will return to the
‘Ready’ screen
Please ensure that you always have your back up swipe machine, refer to your acquirer Merchant
Operating procedures on Magnetic Swipe Payments and how to process, with you in case you
experience any technical issues with your terminal that cannot be resolved by our Technical
Helpdesk in the short term.

10
Processing a Chip and PIN Refund
TERMINAL DISPLAY DESCRIPTION
On the Ready screen Press the Menu button
once.
Select F2 for Refunds.
You will be prompted to key in your password
(You should change this for security purposes
from the default, please see page 6) Press OK
once the password is entered.
Insert the Cardholder’s CARD into the reader
with the chip facing up and towards the keypad.
Key in the amount in pence (i.e. 1545 for
£15.45) then press OK
The terminal will make connection to the
Acquirers system to obtain an Authorisation
code. Ensure the card is not removed during this
process as it will VOID the refund.
Once the terminal has got the authorisation from
the acquirers system to complete the refund, the
terminal will prompt you to remove the card.
The first receipt the terminal will print is the
Merchant copy, retain this and then press OK to
print the Customer copy.
Terminal is now ready to take the next
transaction

11
Processing A Mail Order / Customer Not Present (CNP) Sale
TERMINAL DISPLAY DESCRIPTION
On the Ready screen press the Menu button
once. This will bring up a list of options.
Select MAILORDER by pressing F1 on the
keypad.
To complete a CNP Sale select F4 on the
keypad. You will be prompted to key in the long
card number.
Using the keypad enter the long number for the
credit card. The terminal will check the card type
and display it on the screen.
Using the keypad enter the 4 digit expiry date. If
the expiry date appears as 11/12 on the card,
then key in 1112 then press OK
The CSC number can generally be found on the
Signature Strip and is the last 3 digits.
Key in the numbers from the CARDHOLDER’S
Postcode (i.e. for HA7 2JE key in 72) then press
OK.
Key in the numbers from the CARDHOLDER’S
address (i.e. 412 for 4A, 12 High Street) then
press OK. If there is no house number then
leave blank and just press OK.
Key in the amount in pence (i.e. 1545 for
£15.45) then press OK
The First receipt which the terminal will print is
the Merchant copy, tear this off and then press
OK to print the Customer copy
Terminal is now ready to take the next
transaction
If the terminal shows “Call Auth Centre”
Please call your acquirer. The telephone
number will be displayed on the screen.
Follow the on screen prompts.
You must only enter the Authorisation Code provided to you by the Authorisation Centre.
Failure to do so could result in the money not being paid into your account.

12
Processing a Banking Report
In order to ensure accurate accounts you must carry out banking reports via your terminal on a
regular basis. This will confirm the amounts processed. Below is a step by step guide on how to
complete these processes.
Reporting
To ensure the transactions processed by the terminal are being received by your acquiring bank it
is strongly recommended that you run the appropriate reports:
Banking -The banking report (sometimes called “Reconciliation”) compares the
transactions taken by the machine with those received by your acquirer. You must run
these reports in order to maintain accurate accounts.
X Balance - An ‘X’ balance may be used at intervals throughout the trading day – for
example, to separate takings from different shift periods or staff members. It does not reset
the totals for the trading period, but provides a subtotal of the takings since the last balance
report. This total will reset when you do a Banking/End of Day report.
Z Balance - A ‘Z’ balance will reset the banking. This report shows the transactions taken
since the last ‘Z’ balance was run. This report should be used in conjunction with the
Banking report at the end of your trading day to ensure that your takings match those
received by your acquirer. If the totals do not match please contact your acquirer, see page
21 for contact numbers.
End of Day - This option is not an independent report, but a function which runs a
Banking and ‘Z’ Balance in succession.
TERMINAL DISPLAY DESCRIPTION
Press the Menu button twice to bring up a new menu
on the screen
Select F1 for reports.
You will be prompted to key in your password (You
should change this for security purposes from the
default. If you have not done so already please see
page 6) Press OK once the password is entered.
Select F1 for End of Day. The terminal will now make
connection with the Acquirer system, if you have more
than one Acquirer, the terminal will call them in
alphabetical order, e.g. Amex, Diners, and Streamline).
Once it has completed the reconciliation it will print off
the report.
Terminal is now ready to take the next transaction
Banking Reports should be completed at the end of each working day in your Banking Window. This is to
ensure that all transactions taken are confirmed at your acquirer. If you are not sure of your Banking Window
please contact your acquirer on the number listed at the back of this booklet.

13
Troubleshooting
Please read the description below and follow the instructions to try and resolve the issue. If these
do not work then please contact our Technical Helpdesk on 0800 54 24 123.
TERMINAL DISPLAY DESCRIPTIONS
The terminal is not able to communicate.
Try powering down the terminal and rebooting to try and establish a
connection. Ensure all the cables are plugged in and there are no
loose connections. If this does not work please contact out Technical
Helpdesk on 0800 54 24 123
The card inserted is not configured for the selected transaction type.
Ask the customer to pay by some other means.
The selected operation is not allowed for the card presented, or the
card is faulty. Ask the customer to pay by some other means and
advise them to contact their Card Issuer.
The selected operation is not allowed for the card presented, or the
card is faulty. Ask the customer to pay by some other means and
advise them to contact their Card Issuer.
A referral has occurred. Call the Authorisation Centre on the number
displayed or printed by the terminal for voice authorisation of this
transaction
The card issuer has declined to authorise the transaction, ask the
customer to pay by some other means.
The card presented is a card type that is not supported, or is damaged
and cannot be read by the terminal
You have attempted to perform a transaction but the acquirer has not
set you up for this facility, e.g. Customer Not Present Transaction.
123Send can troubleshoot the equipment provided, however, communication issues can stem from
the telephone line which are the responsibility of the merchant to maintain.

14
Troubleshooting (continued)
Taking Your Terminal Outside of the UK
Whilst you can take your terminal outside of the UK we do not recommend doing so as we cannot
guarantee that the terminal will be able to make a connection through the local telephone systems.
Terminal Displaying ‘Not Ready’
Once every 4 week your terminal will dial up to the Terminal Management System (TMS) to update
the terminal software. If at any stage during this process the power or reception is reduced then it
will be unable to complete the download. To rectify this you will need to carry out a TMS call. To
carry out this function follow the below steps:
TERMINAL DISPLAY DESCRIPTION
Press Menu
Press F4 Setup
The terminal will connect to the
Terminal Management System and
download any software changes
Once complete the terminal will return
to the ‘Ready’ screen and you will be
able to take transactions again.
Security Alert
If this message is displayed on your terminal please contact the Technical Helpdesk immediately.
Do not attempt to carry out any DIY on the terminal as it will only damage the terminal more so. You
will not be able to process any transactions with the terminal in this state.

15
Troubleshooting (continued)
ISSUE SOLUTION FURTHER ACTION
Terminal not printing
Open the paper house
and check to see if the
Printer Roll Bar is clean
If these actions do not resolve the
issue contact the Technical
Helpdesk on 0800 54 24 123
No connection
Switch off the terminal
and ensure all the cables
are connected correctly
If these actions do not resolve the
issue contact the Technical
Helpdesk on 0800 54 24 123
Terminal displaying ‘NOT READY’
Press Menu once
Press F4 for Setup
The terminal will now
connect to the network
and carry out a download
Once complete the
terminal will display
‘Ready’
Sometimes you may need to
repeat this process if the download
fails. Simply follow the instructions
again. If these actions do not
resolve the issue contact the
Technical Helpdesk on 0800 54 24
123
Security Alert
Contact the Technical
Helpdesk on 0800 54 24
123
Your terminal will not
function whilst in this
state
N/A
Memory Full
In order to clear this you
must carry out a Banking
Report as advised on
page 12
If these actions do not resolve the
issue contact the Technical
Helpdesk on 0800 54 24 123
Display Contrast
To amend the screen
contrast of the terminal
hold down the button with
3 dots on it and press the
Up or Down on the button
below the screen.
If these actions do not resolve the
issue contact the Technical
Helpdesk on 0800 54 24 123

16
Terminal Management
By following the simple guidelines below it can help get improved performance out of your terminal
and minimise the risk of any faults occurring with the machine
Do
Read the 123Send Quick Reference Guide for instructions on how to set up your terminal
Ensure you are familiar with how the terminal works before you commence trading
Only use the supplied 123Send equipment
Remember to complete your Banking Reports at the end of each day. For instructions on
how to carry this out refer to page 12 of the manual.
Keep your terminal away from liquids at all times
If you only use your terminal sporadically throughout the year then ensure you charge your
terminal at least once a month to ensure battery longevity
If your terminal is lost report it immediately to our Technical Helpdesk and your acquirer or if
stolen please contact the police immediately as well
Remember to check our website as we update it with information regarding known issue,
special offers and new products on a regular basis
Don’t
Attempt to open or carry out any DIY on your terminal as it will cause a Security Alert which
will render the terminal inoperable and you may incur additional costs to repair the terminal.
Give out your Supervisor Password to anyone outside of your company
Use if any of the wires are exposed

17
Additional Services and Products Available
123 Send can now offer the following services to our merchants*:
Adding surcharge to your terminal. To set the level of surcharge on your terminal please
contact the Technical Helpdesk on 0800 54 24 123.
Gratuity – This option allows your customer to decide on whether or not they wish to add a
gratuity to their bill. To enable this feature please call the Technical Helpdesk on 0800 54
24 123.
Cash Back – Without this enabled you do not have the ability to perform cash back
transactions. To add this function to your terminal please call our Technical Helpdesk on
0800 54 24 123.
Customer Not Present – This will enable you to take Mail Order transactions. To set this
up please contact your acquirer first and the follow the instruction on page 11.
*These services are provided at an extra cost and are subject to acquirer availability

18
Terminal Menu Structure
The table below shows the layout of the menu structure of your terminal. To access the first level
options press the ‘Menu’ button once and use the centre button to navigate you way through this
menu. To gain access to each option simply press ‘OK’. To access some of the options it requires
the Supervisor Password to be entered. The machine will prompt you to enter this when required.
1s
t
Level 2n
d
Level 3r
d
Level 4
th
Level

19
Useful Contact Numbers
Lloyds Cardnet: 01268 567 100 – Merchant Helpdesk
Lloyds Cardnet: 01268 822 822 – Auth Number (Customer Present)
Lloyds Cardnet: 01268 278 278 Auth Number (Customer Not Present)
HSBC: 08457 02 33 44 – Merchant Helpdesk
HSBC: Please see terminal screen for authorisation number
First Data Merchant Service: Authorisation Number – 08442 57 94 00
AIB (GB) Merchant Services: 028 9031 5050 – Merchant Helpdesk
AIB (GB) Merchant Services: 08457 44 99 44 – Auth 24/7(Visa/Mastercard)
Elavon: 0845 850 0195 – Merchant Helpdesk
Elavon: 0845 850 0197 – Authorisation Number
WorldPay: 08457 61 62 63 – (Option 1) Merchant Helpdesk
WorldPay: 08457 600 500 – Authorisation Number
Barclays Business: 08448 11 66 66 – Merchant Helpdesk
Barclays Business: 08448 22 20 00– Authorisation Number