Suncorp Move2500 User manual

EFTPOS
Merchant Facilities
—
Quick Reference Guide
Move2500/Move5000

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EFTPOS MERCHANT FACILITIES
QUICK REFERENCE GUIDE (MOVE2500/MOVE5000)
How to Use this Guide
This handy Quick Reference Guide has been designed to give you step-by-step, easy-to-
follow instructions on how to correctly use your Suncorp EFTPOS terminal. Simply go to the
appropriate section, which has been tabbed for your convenience, and follow the user-friendly
advice. There’s also a Troubleshooting section to help you out with common problems, and a
list of contacts to call if you need a helping hand or further information.
Thank you for choosing Suncorp EFTPOS. We look forward to helping you receive, pay and
boost your revenue with our smart payment solutions.

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EFTPOS MERCHANT FACILITIES
QUICK REFERENCE GUIDE (MOVE2500/MOVE5000)
Contents
How to Use this Guide 2
Contact Details 5
Contact Details 6
Terminal Overview 7
Countertop Terminal Keyboard Layout 8
Mobile Terminal Keyboard Layout 8
Turning the Move 5000 ON and OFF 9
Accessing the Menu 9
Ways to Process Transactions 9
Contactless Functionality 10
Transaction Processing Retail 11
Debit Card Purchase 12
Debit Card Purchase with Cash Out 12
Debit Card Cash Out Only 13
Credit Card/Charge Card Purchase 13
Refund 14
MOTO (Mail Order/Telephone Order) transaction** 14
Void 15
Transaction Processing Restaurant 17
Debit Card Purchase 18
Debit Card Purchase with Cash Out 19
Debit Card Cash Out Only 20
Credit Card/Charge Card Purchase 20
Refund 21
MOTO (Mail Order/Telephone Order) transaction** 22
Void 23
Enable User ID 23
Disable User ID 23
User ID Tip Report 24
Transaction Processing Hospitality/Accommodation/Pre Authorisation 25
Debit Card Purchase 26
Debit Card Purchase with Cash Out 26
Debit Card Cash Out Only 27
Credit Card/Charge Card Purchase 27
Refund 28
MOTO (Mail Order/Telephone Order) transaction** 29
Void 30
rad Pre-Authorisation 30
Pre-Authorisation Completion 31

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EFTPOS MERCHANT FACILITIES
QUICK REFERENCE GUIDE (MOVE2500/MOVE5000)
Merchant Functions 33
Ordering Stationery 34
Batch Totals 34
Audit and Summary Report 34
Receipt Reprint 35
Last Settlement Reprint 35
Manual Settlement 35
Surcharging 35
Setting Surcharging 36
Taxi Application 37
Replacing the Paper Roll 38
Changing the Passwords 39
Terminal Response Messages 40
Fraud Prevention Tips 41
Security & Chargeback Tips 42
Troubleshooting 45
Terminal Care and Troubleshooting 46
Manual Transaction Processing 47
Manual Transaction Processing 48
Processing a Fallback Transaction Voucher 48
Accepting payment via a Fallback Transaction Voucher 49
Processing Fallback Transaction Vouchers 50

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EFTPOS MERCHANT FACILITIES
QUICK REFERENCE GUIDE MOVE2500MOVE5000
Contact Details
Here are some handy contact numbers to help make using your Suncorp EFTPOS
terminalaseasy as possible.

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EFTPOS MERCHANT FACILITIES
QUICK REFERENCE GUIDE (MOVE2500/MOVE5000)
Contact Details
Merchant Terminal Faults
1800 836 055 (24 hours a day, 7 days a week)
Please have the following information ready:
— merchant number
— terminal number
Other Merchant Enquiries (Account Queries/Changes)
13 11 55 (Monday to Friday 8:30am – 5:00pm AEST except Brisbane public holidays)
Please have the following information ready:
— merchant number
— terminal number
Manual Authorisations – Visa and MasterCards
1300 301 221 (24 hours a day, 7 days a week)
Please have the following information ready:
— merchant number
— card details – card number, expiry date
— transaction amount
Manual Authorisations – Debit Cards
1800 836 055 (24 hours a day, 7 days a week)
Please have the following information ready:
— merchant number
— terminal number
— transaction amount
Chargeback Queries
07 3135 2988 Option 1 (Monday to Friday 8:30am – 5:00pm AEST except Brisbane public holidays)
Fax: [phone]
Please have the following information ready:
— your name
— merchant number
— case number
— nature of query
American Express
1300 363 614
Diners Club
1300 360 060
Stationery Ordering
Stationery can be ordered either on your EFTPOS terminal or by placing an online order on
Suncorp Banks’ website www.suncorp.com.au/banking. See section on ordering stationery in
this Quick Reference Guide.

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EFTPOS MERCHANT FACILITIES
QUICK REFERENCE GUIDE MOVE2500MOVE5000
Terminal Overview
The Terminal Overview provides information on the functionality of the buttons on
yourEFTPOS Terminal and how to initiate a transaction.

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EFTPOS MERCHANT FACILITIES
QUICK REFERENCE GUIDE (MOVE2500/MOVE5000)
Countertop Terminal Keyboard Layout
MENU button
Enter key
Backspace/Clear key
Cancel key
Mobile Terminal Keyboard Layout
MENU button
Enter key
Backspace/Clear key
Cancel key

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EFTPOS MERCHANT FACILITIES
QUICK REFERENCE GUIDE (MOVE2500/MOVE5000)
Turning the Move 5000 ON and OFF
Turning the terminal OFF
— Press the Func and Clear button on the terminal simultaneously.
Turning the terminal ON
— Press the Enter button or place the terminal in the docking station connected to power.
Accessing the Menu
Mobile EFTPOS Terminal (Move5000) Countertop EFTPOS Terminal (Move2500)
Press the MENU button on the right
hand side of the terminal below the screen
Press the MENU button on the right
hand side of the terminal below the screen
Ways to Process Transactions
Cards can be processed on the EFTPOS terminal in the following ways:
— Tap using the Contactless Functionality
Tap the contactless-enabled card against the contactless sign on the printer cover. Apple
Pay, Google Pay, Samsung Pay and other "Pays" are accepted in the same manner as
contactless enabled cards.
— Insert using the chip
Hold the card face-up with the chip towards the EFTPOS
terminal; insert the card as far as it will go into the chip
reader on the EFTPOS terminal. The card must remain in
the EFTPOS terminal until prompted to remove the card. If
there is an error reading the chip on the customer’s card, the
EFTPOS terminal may prompt you to swipe the card.

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EFTPOS MERCHANT FACILITIES
QUICK REFERENCE GUIDE (MOVE2500/MOVE5000)
— Swipe using the magnetic stripe
Hold the card upside-down with the magnetic stripe facing inwards, swipe the card
smoothly through the card reader of the EFTPOS terminal. If you swipe a chip card
through the EFTPOS terminal, you will be prompted to insert the card into the chip reader
on the EFTPOS terminal.
Contactless Functionality
Your customer’s card must have the following symbol to use the Contactless Functionality.
Processing transactions using Contactless Functionality
— Dependant on the issuer rules, the customer will not be required to enter a PIN or sign
the receipt if the transaction is under $100.
— If the transaction is over $100, the customer will be required to enter a PIN or sign the
merchant receipt.
— Apple Pay, Google Pay, Samsung Pay and other "Pays" transactions can also be processed
on the EFTPOS terminal.
The Suncorp EFTPOS terminal has the ability to process the following Credit/Charge Cards:
— MasterCard.
— Visa.
— American Express.
— Diners Club.
— JCB Cards.
Processing of American Express, Diners Club and JCB charge card transactions can only occur once you obtain Suncorp’s
approval and you have entered into separate agreements with these specific organisations. Please advise Suncorp of the
establishment numbers for each organisation and your intent to process charge card transactions through your Suncorp
terminal.