St George Mobile GPRS EFTPOS User manual

Hypercom
Mobile GPRS
Merchant Operating Guide

Hypercom Mobile GPRS Merchant Operating Guide - Version 1.0 - June 2011
PHONE NUMBERS
THE FOLLOWING HELP DESKS AND AUTHORISATION CENTRES ARE AVAILABLE TO
YOU 24 HOURS A DAY, 7 DAYS A WEEK.
St.George Electronic Banking Service Centre.
Service and Sales Support Help Desk (including stationery orders). 1300 650 977
Touch Help Desk.
For General Touch Enquiries. 1300 305 066
Authorisations - For Fall Back Purposes Only.
Cardlink Authorisation Centre (credit cards only). 1300 301 831
EFTPOS Help Desk (debit cards only). 1300 650 977
American Express Authorisations. 1300 363 614
Diners Club Authorisations. 1800 331 112
JCB Authorisations. 1300 363 614
MERCHANT DETAILS
Please complete the details below for your merchant facility.
Trading name:
Merchant number:
Terminal number(s):

1
1.0 Introduction .................................2
1.1 Merchant Responsibility
for Equipment and
Materials Provided ....................... 2
1.2 Cancellation of Facility ................. 3
1.3 Damaged, Lost or Stolen
Equipment .................................... 3
1.4 Merchant Receipts ....................... 3
1.5 EFTPOS Stationery ....................... 3
2.0 Getting Started ........................... 4
2.1 Hypercom Mobile GPRS EFTPOS
Terminal ....................................... 4
2.2 Keypad Layout ............................. 4
2.3 Terminal Display ........................... 5
2.4 Power Supply ............................... 5
2.5 Communications .......................... 6
2.6 Printer and Paper Load
Function ....................................... 6
2.7 Passwords.................................... 8
3.0 Terminal Users ...........................10
4.0 Procedures ................................14
4.1 Inserting a Chip Card ..................14
4.2 Swiping a Magnetic Stripe Card .. 15
4.3 Damaged Cards ..........................15
4.4 Operating Training Mode ............16
4.5 Locking/Unlocking Terminal
Keypad ........................................21
5.0 Transaction Procedures .............22
5.1 How to Process a Sale ................ 22
5.2 How to Process a
Cash Only Transaction ............... 25
5.3 How to Process a Refund ........... 27
5.4 How to Void a Transaction ......... 30
5.5 How to Process a Sale with Tip .. 33
5.6 How to Process a Tip Addition ... 36
5.7 How to Process a
Mail/Telephone Order/
e-Commerce Transaction ............41
5.8 How to Process a
Pre-Authorisation.......................44
5.9 How to Process a Completion .... 47
6.0 Reporting Functions ..................52
6.1 How to Print a
Sub Total Report ......................... 52
6.2 Terminal Settlement ................... 54
6.3 How to Reprint Previous
Settlements ................................ 56
6.4 How to Reprint
Last Transaction ......................... 58
6.5 How to Reprint Specific
Transaction ................................60
6.6 How to View Transactions ...........61
6.7 How to Print Transaction Log ..... 63
6.8 How to Print Tip Report .............. 65
6.9 Shift Totals ................................. 67
7.0 Additional Terminal
Features/Options ..................... 69
7.1 Multi Merchant Facility ..............69
7.2 Merchant Surcharge ..................69
7.3 Pre-Set Amounts ........................ 72
7.4 Merchant Logo ........................... 76
8.0 Fall Back Sales Procedures ........77
8.1 Electronic Fall Back .................... 77
8.2 Manual Fall Back ........................ 79
9.0 Minimising Fraud ...................... 80
9.1 CCV Security Codes ...................80
10.0 Trouble Shooting .......................82
10.1 Hardware Faults ......................... 82
10.2 Response Codes ........................ 83
11.0 Glossary of Common Terms ..... 89
HYPERCOM MOBILE GPRS MERCHANT OPERATING GUIDE
Contents.

2HYPERCOM MOBILE GPRS MERCHANT OPERATING GUIDE – INTRODUCTION
1.0 Introduction.
The Hypercom Mobile GPRS EFTPOS terminal enables online transactions to be
processed for Debit Cards (Savings and Cheque accounts), Credit Cards (Visa® and
MasterCard®) and Charge Cards (American Express®, Diners Club and JCB). To accept
Charge Card transactions please contact the Charge Card provider.
The features of the Hypercom Mobile GPRS EFTPOS terminal include:
•Process Refunds
•Process Voids (where available)
•Process Mail/Telephone Order Transactions (approved merchants only)
•Process Cash Out Transactions for Debit Cards
•Process Pre-Authorisation and Completion Transactions (approved merchants only)
•Process Tips
•Shift Management and Reporting
•Tip Management and Reporting
This EFTPOS Merchant Operating Guide forms part of your Agreement with the Bank.
1.1 Merchant Responsibility for Equipment and Materials Provided.
Imprinters, terminals, any other hardware or equipment and any unused stationery and
promotional materials supplied by the Bank, remain the property of the Bank.
•You must not sell, assign or in any way encumber them.
•You shall not part with possession of them to a third party or give access to a third
party.
•You must ensure that the terminals are covered by your business or contents
insurance.
Terminals must not be relocated without prior authorisation.
Terminals must be located where customers can use the pinpad without the risk of other
people seeing them key in their PIN.
• American Express® is a registered trademark of American Express Company.
• MasterCard® and the MasterCard Brand Mark are registered trademarks of MasterCard International Incorporated.
• Visa® is a registered trademark of Visa Worldwide PTe Limited.

3HYPERCOM MOBILE GPRS MERCHANT OPERATING GUIDE – INTRODUCTION
1.2 Cancellation of Facility.
If your merchant facility is cancelled for any reason, this equipment and materials
must be returned to us. To make arrangements for return call the EFTPOS Helpdesk
on 1300 650 977. You must ensure that all equipment and materials are available
to be returned within five business days of our request.
Fees and charges will continue to be incurred until the equipment is returned to the bank
as instructed.
1.3 Damaged, Lost or Stolen Equipment.
You are responsible for your equipment. If equipment is damaged, lost or stolen, you will
be charged for their replacement.
1.4 Merchant Receipts.
You must retain all merchant receipts printed in a secure manner for reconciliation
and in case of terminal failure.
You must provide the customer with a receipt unless he or she requests otherwise.
1.5 EFTPOS Stationery.
All items of stationery relating to your EFTPOS terminal and fall back procedures can be
ordered by phone or online on the internet.
Please place your orders before running your stocks too low. Orders will be delivered to
you within five business days.
There are no additional fees for stationery supplies.
Ordering Stationery Online
Log on to http://www.stgeorge.com.au/business/payment-solutions/ to order
stationery online. Select ‘Order Merchant Stationery’ from the menu on the right of the
page, which will direct you to the stationery order page on the St.George website and
enter the following details:
* Merchant Number (MID)
* Trading Address Postcode
then:
* Select your stationery items and quantities and follow the prompts.
Ordering Stationery By Phone
Call the EFTPOS Helpdesk on 1300 650 977 (available 24/7). Follow the prompts and use
your phone keypad to enter the following details:
* Select your stationery items and quantities
then:
* Merchant Number (MID)
* Trading Address Postcode

HYPERCOM MOBILE GPRS MERCHANT OPERATING GUIDE – GETTING STARTED4
2.0 Getting Started.
2.1 Hypercom Mobile GPRS EFTPOS Terminal.
The Hypercom Mobile GPRS EFTPOS terminal is a complete unit. The terminal operates as
a pinpad for the customer and has an internal thermal printer for fast, quiet printing.
2.2 Keypad Layout.
Reports Key
Menu Key
Paper Feed Key
Cancel Key
Soft Keys
Function Key
Magnetic Stripe Reader
Enter Key
Clear Key
Chip Card Reader
Soft Keys:
The SOFT keys are used to select options displayed on the terminal screen
and to move up and down through the menu options displayed on the
screen.
Reports Key: The REPORTS key accesses the report menu.
Menu Key: The MENU key accesses the terminal menu for various functions.
Function Key: The FUNCTION key is used to access the terminal functions. This key is also
used to power the terminal ON and OFF.
Magnetic
Stripe Reader: The reader where a cards magnetic stripe is swiped.
Paper Feed: The FEED key performs a 10mm paper feed.
Cancel Key: The CANCEL key is used to cancel the current function and return the
terminal to the idle state.
Enter Key: The ENTER key is used to confirm data entered or displayed and to select
menu options.
Clear Key: The CLEAR key is used to cycle backwards through the transaction steps if
an error is made.
Chip Card
Reader: The reader where a card is inserted to read the chip.
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HYPERCOM MOBILE GPRS MERCHANT OPERATING GUIDE – GETTING STARTED 5
2.3 Terminal Display.
Signal Strength – Number of bars indicates strength of the GPRS signal.
When no signal is detected just the Y will appear. Three bars indicate good
signal strength.
Battery - Internal battery power level displayed when terminal is not connected to
mains power.
Battery Charging - This symbol will display alternately with the battery strength
indicator when the terminal is plugged into mains power and charging.
2.4 Power Supply.
The terminal can operate on mains power as well as on battery power.
The terminal operates on a fast charge set up. It takes approximately three hours to fully
charge the battery. When fully charged, the terminal will give up to ten hours of usage or
can process approximately 200 transactions before needing a recharge.
The terminal is recharged by plugging the terminal into mains power using the charger
supplied, or the optional docking cradle.
XX XXXX XXXX XXXXX
XXXXXXXX XXXXX XXXXXXX XXX XXXXXX
XX XXXXXXX XXXXXX XXX XXXXX XX
XXX XXXX XX XXXX XXXXXXXXX
POWER SERIAL
Power
XXXXXX
XXXXXXX
XXXXXXXXXXXXXXXXXX
XXXXXXXXXXXXX
Docking Cradle (optional) Normal Charger
Powering the Terminal On and Off
When the terminal is not connected to the mains power and is left idle for 10 minutes, the
terminal will go into ‘sleep mode’ to preserve battery. The terminal display will go blank,
however the terminal will still be connected to the network. To start using the terminal
again, press any key. After 60 minutes of inactivity the terminal will automatically shut
itself down. If you wish to alter these timeouts, please contact the Helpdesk.
To turn the terminal back on, press the FUNCTION key for approximately five seconds
until you hear a beep.
To switch the terminal off manually, press the FUNCTION key from the idle screen for
approximately five seconds until the display goes blank.

HYPERCOM MOBILE GPRS MERCHANT OPERATING GUIDE – GETTING STARTED6
2.5 Communications.
2.5.1 Terminal Communications.
The terminal utilises the Telstra GPRS network. An authorised SIM card is required to
process transactions on the terminal via the GPRS network. The Bank will provide data
only SIM cards with the terminal.
The SIM card should already be installed when you receive your terminal.
Do not attempt to remove the SIM card from the terminal unless instructed by the
Helpdesk.
2.5.2 GPRS Coverage.
The GPRS network provides coverage to 96% of Australia’s population. To verify if your
terminal has sufficient coverage check the bars on the bottom left of the display screen.
Three ascending bars indicate good signal strength.
2.6 Printer and Paper Load Function.
The Hypercom Mobile GPRS terminal has an in-built thermal printer. To load paper:
(a) Open the paper compartment cover by pressing the sides of the paper compartment
cover and lifting upwards.
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Printer Cover

HYPERCOM MOBILE GPRS MERCHANT OPERATING GUIDE – GETTING STARTED 7
(b) Drop the paper roll into the compartment with the end of the roll protruding from
underneath the roll.
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Drop
Paper Roll
Pull
Receipt Paper
(c) Pull the paper out slightly and close the cover.
(d) Test the operation of the printer by pressing the PAPER FEED (✽) button.

HYPERCOM MOBILE GPRS MERCHANT OPERATING GUIDE – GETTING STARTED88
2.7 Passwords.
The following information describes the passwords and codes used in this guide.
Ensure that your passwords are changed regularly to prevent unauthorised use.
2.7.1 Refund/Void Password.
This password is a security measure to ensure only those personnel who are authorised
by you (as the authorised signatory) can process refunds or voids (where available)
through your terminal.
You are responsible for protecting this password against unauthorised use. Do not key in
your password in a manner that enables customers or unauthorised staff to observe the
number.
If you do not know the password, you will need to contact the Helpdesk.
If you know your password and want to change it, you can do so via the following
function at any time.
TERMINAL DISPLAY PROCEDURE
DATE TIME
ENTER AMOUNT Press FUNCTION.
MERCHANT FUNCTION
ENTER FUNCTION
CLEAR
Key in 90 and press ENTER.
Enter Refund/Void Pswd
MERCHANT NAME
CLEAR
Key in your current password and press ENTER.
New Refund Pswd
MERCHANT NAME
CLEAR
Key in a new four digit password and press ENTER.

HYPERCOM MOBILE GPRS MERCHANT OPERATING GUIDE – GETTING STARTED 99
Re-Enter Refund Pswd
MERCHANT NAME
CLEAR
Re-enter the new four digit password and press ENTER.
You will be returned to the idle screen.
2.7.2 Merchant Password.
This password is used to identify specific merchants, when the terminal has multi
merchant facility activated (where available).
The password is used to process transactions and print reports.
If you do not know the password, you will need to contact the Helpdesk.

HYPERCOM MOBILE GPRS MERCHANT OPERATING GUIDE – TERMINAL USERS1010
3.0 Terminal Users.
Your terminal is capable of being enabled for up to 50 users. This allows you to keep a
record of users who have operated the terminal. You can assign a ‘title’ to the users. The
‘title’ will apply to all users that you enter. You can select from the default ‘titles’ or
customise the ‘title’ by contacting the Helpdesk. The user ID will print on the receipts and
some reports will give you a break down of transactions done by each user. These reports
include Transaction Listing, Shift Total and Tip Report.
Setting Up and Enabling Users:
TERMINAL DISPLAY PROCEDURE
DATE TIME
ENTER AMOUNT Press FUNCTION.
MERCHANT FUNCTION
ENTER FUNCTION
CLEAR
Key in 44 and press ENTER.
User IDs
Enable User Prompts?
NO YES
Press the soft key next to YES
Note: The terminal will display Disable User Prompts?
if the function is already enabled.
Select DISPLAY ID
1. WAITER
2. USER
3. DRIVER
4. OPERATOR
Press the number which corresponds to the ’title’ you
want to use for your users and press ENTER.
You can scroll through the options by pressing the soft
key next to the arrows.
Select USER ID
1.
2.
3.
4.
5.
6.
Press the number which corresponds to the user you
wish to edit and press ENTER.
You can scroll through the options by pressing the soft
key next to the arrows.

HYPERCOM MOBILE GPRS MERCHANT OPERATING GUIDE – TERMINAL USERS 1111
TERMINAL DISPLAY PROCEDURE
USER ID
Enter USER ID
SEL
1 2 3
4 5 6
7 8 9
0CLEAR
Key in the identifier which you want to assign to the
user and press ENTER.
Note: The identifier can be a name or number or
combination of both. Up to 10 characters can be used
(inc. spaces).
Press the soft key beside ‘sel’ or press the # key on the
keypad to switch between numbers, letters or symbols.
Keep pressing the keys for more options.
Repeat this process for all required users.
The terminal will now prompt for the operator to select a user, after the amount has been
entered, on each transaction.
TERMINAL DISPLAY PROCEDURE
Select USER ID
1. User One
2. User Two
3. User Three
4. User Four
5. User Five
6. User Six
Press the number which corresponds to the USER ID
you wish to process the transaction under and press
ENTER.
You can scroll through the options by pressing the soft
key next to the arrows.
Updating and Removing Users:
TERMINAL DISPLAY PROCEDURE
DATE TIME
ENTER AMOUNT Press FUNCTION.
MERCHANT FUNCTION
ENTER FUNCTION
CLEAR
Key in 44 and press ENTER.

HYPERCOM MOBILE GPRS MERCHANT OPERATING GUIDE – TERMINAL USERS1212
User IDs
Enable User Prompts?
NO YES
Press the soft key next to NO
Note: The terminal will display Enable User Prompts?
if the function is already disabled.
Select DISPLAY ID
1. WAITER
2. USER
3. DRIVER
4. OPERATOR
Press the number which corresponds to the ’title’ you
used when setting up your users and press ENTER or
select a new ’title’ and press ENTER.
You can scroll through the options by pressing the soft
key next to the arrows.
Select USER ID
1.
2.
3.
4.
5.
6.
Press the number which corresponds to the user you
wish to edit and press ENTER.
You can scroll through the options by pressing the soft
key next to the arrows.
USER ID
Enter USER ID
SEL
1 2 3
4 5 6
7 8 9
0CLEAR
Update the identifier which you want to assign to the
user and press ENTER.
Note: The identifier can be a name or number or
combination of both. Up to 10 characters can be used
(inc. spaces).
Press the soft key next to ‘sel’ or press the # key on the
keypad to switch between numbers, letters or symbols.
Keep pressing the keys for more options.
Repeat this process for all required users.
Alternately a user can be removed by pressing the soft
key next to CLEAR and press ENTER.

HYPERCOM MOBILE GPRS MERCHANT OPERATING GUIDE – TERMINAL USERS 1313
To ensure that your current users are stored with the Bank, you should complete the
following upload, when you add or remove any users from your terminal.
This will ensure that your users will be automatically updated to any replacement
terminals you may receive. You will not need to re-enter the users on a replacement
terminal if this is completed.
TERMINAL DISPLAY PROCEDURE
DATE TIME
ENTER AMOUNT Press FUNCTION.
MERCHANT FUNCTION
ENTER FUNCTION
CLEAR
Key in 24 and press ENTER.
TMS Upload
TMS Upload?
NO YES
Press the soft key next to YES, or press ENTER
to continue with the upload.
COMMS
Connecting
The terminal is connecting to the bank and uploading
the user information.
RESPONSE
APPROVED
The terminal will print a receipt and then return to the
idle screen.

HYPERCOM MOBILE GPRS MERCHANT OPERATING GUIDE – PROCEDURES1414
4.0 Procedures.
4.1 Inserting a Chip Card.
When your terminal is enabled for chip card acceptance, chip cards are inserted into the
terminal and left there for the duration of the transaction.
The chip card reader is located at the bottom of the terminal below the keypad.
XX/XX XXXX XXXX XX
XXXX XXXXX XXXX XXXX
Chip Card
Reader
Chip Card
1. Check the terminal is displaying the message INSERT/SWIPE CARD.
2. Hold the card face-up with the chip towards the terminal.
3. Insert the card as far as it will go into the reader and continue processing the
transaction.
4. Leave the card in the terminal until prompted to remove it.
5. If a chip card is swiped in error, the terminal will display the message CHIP CARD
PLEASE INSERT CARD.
6. If a chip card is faulty or cannot be read, the terminal will display the message CARD
READ ERROR PLEASE REMOVE CARD. Retry inserting the card. If the chip card still
cannot be read, the terminal may display the message SWIPE CUSTOMER CARD. If
this occurs, swipe the card.

HYPERCOM MOBILE GPRS MERCHANT OPERATING GUIDE – PROCEDURES 1515
4.2 Swiping a Magnetic Stripe Card.
The magnetic stripe reader is located on the right hand side of the terminal.
Magnetic
Stripe Card
Bi-directional
Card Reader
1. Check the terminal is displaying the message INSERT/SWIPE CARD.
2. Hold the card upside-down with the magnetic stripe facing inwards.
3. Swipe the card smoothly through the card reader, in either direction. Ensure the
whole magnetic stripe is swiped through the reader.
4. If there is no response from the terminal, or CARD ERROR message is displayed,
swipe the card again. You might need to swipe faster or slower.
5. If you swipe a chip card the terminal will beep and prompt you to insert the card.
4.3 Damaged Cards.
If a credit card will not read, when inserted in the chip card reader or when swiped, while
performing a credit account transaction, the manual key process should not be used.
Warning: Where the manual key process has been used to perform a credit card
transaction (contrary to the MOTO or ECOM instructions outlined in section 5.7, How
to Process a MOTO/ECOM Transaction), and that transaction is subsequently disputed
by the cardholder, the merchant will be liable for the amount of the transaction.
A manual fall back voucher can be used to fulfil the sale as per the instructions outlined in
section 8.2, Manual Fall Back.
The option of completing a manual voucher ONLY applies to credit account transactions
where the credit card will not read.
In the following situations, the cardholder must be referred to their card issuer and an
alternative form of payment requested.
- Credit account transaction DECLINED
- Savings/Cheque account transaction DECLINED

HYPERCOM MOBILE GPRS MERCHANT OPERATING GUIDE – PROCEDURES1616
- Credit/Debit card will NOT READ when performing a Savings/Cheque account
transaction.
Note: The non compliance to the above procedure will be considered a serious breach
of the merchant agreement and may result in termination of your merchant facility.
4.4 Operating Training Mode.
Training mode helps you train new staff members in the operation of the terminal.
Training mode can be initiated at any time during the day without affecting live value
totals. During training mode the terminal will not connect to the host but will perform all
transactions offline. Transactions performed in training mode will not affect your
settlement total.
Note:
•Training mode cannot be used for chip cards. If attempted you will receive the
error message ‘CHIP CARDS NOT SUPPORTED IN TRAINING MODE’.
•If training mode has been inactive for five minutes, it will revert back to live mode.
•In training mode, whole dollar amounts will generate an approved transaction.
Other amounts will result in a ‘response code’ corresponding to the number
of cents. For example, an amount of $2.01 or $0.01 will result in a response code
of 01 Declined, Contact Bank.

HYPERCOM MOBILE GPRS MERCHANT OPERATING GUIDE – PROCEDURES 1717
To start training mode:
TERMINAL DISPLAY PROCEDURE
DATE TIME
ENTER AMOUNT
Press MENU.
Or:
Press FUNCTION.
The next step depends on whether you pressed the MENU key or the FUNCTION key.
MENU Key
MAIN MENU
1. LOGON
2. BATCH
3. TERMINAL
4. REPRINT
Press 3 and ENTER, to select TERMINAL.
TERMINAL
1. VIEW
2. TRAINING
3. PASSWORDS
4. COMMS
5. LOCK
Press 2 and ENTER, to select TRAINING.
***TRAINING MODE***
ENTER TRAINING MODE
NO YES
Press the soft key next to YES or press ENTER to start
TRAINING MODE.
FUNCTION Key
MERCHANT FUNCTION
ENTER FUNCTION
CLEAR
Key in 33 and press ENTER.
***TRAINING MODE***
ENTER TRAINING MODE
NO YES
Press the soft key next to YES or press ENTER to start
TRAINING MODE.

HYPERCOM MOBILE GPRS MERCHANT OPERATING GUIDE – PROCEDURES1818
TERMINAL DISPLAY PROCEDURE
DATE TIME
*TRAINING MODE*
ENTER AMOUNT
When the terminal is in training mode the idle screen
will display TRAINING MODE.
Process transactions as per procedures in section 5.0. Receipts will display VOID/
TRAINING MODE on them. After five minutes of inactivity the terminal will exit training
mode and return to the idle prompt.
To exit training mode:
TERMINAL DISPLAY PROCEDURE
DATE TIME
ENTER AMOUNT
Press MENU.
Or:
Press FUNCTION.
The next step depends on whether you pressed the MENU key or the FUNCTION key.
MENU Key
MAIN MENU
1. LOGON
2. BATCH
3. TERMINAL
4. REPRINT
Press 3 and ENTER, to select TERMINAL.
TERMINAL
1. VIEW
2. TRAINING
3. PASSWORDS
4. COMMS
5. LOCK
Press 2 and ENTER, to select TRAINING.
***TRAINING MODE***
LEAVE TRAINING MODE
NO YES
Press the soft key next to YES or press ENTER to end
TRAINING MODE.