Suncorp VX820 User manual

Integrated POS
Quick Reference
Guide
(VX820)

3Suncorp Bank Integrated POS Quick Reference Guide
Contents
Contact details ............................................................................................................................... 4
System Timeouts ............................................................................................................................ 5
PC EFTPOS generated response codes ...................................................................................... 6
Terminal Response Messages .................................................................................................... 14
Troubleshooting ........................................................................................................................... 15
Terminal Care and Troubleshooting ..........................................................................................15
Fraud Prevention tips ................................................................................................................... 17
Security & Chargeback Tips ...................................................................................................... 18
Manual Transaction Processing ................................................................................................. 19
Manual Transaction Processing ................................................................................................ 20
Processing a Fallback Transaction Voucher ............................................................................. 20
Accepting payment via a Fallback Transaction Voucher ..........................................................21
Processing Fallback Transaction Vouchers ..............................................................................22

4Suncorp Bank
Contact Details
Merchant Terminal Faults (For EFTPOS pin pad hardware and technical difficulties)
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 75
(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
[phone] 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

5Suncorp Bank Integrated POS Quick Reference Guide
System Timeouts
The terminal will support the following ‘time outs’ for its PC EFTPOS Client and Network interface.
Action Timeout Description
Swipe Card 60 seconds Once timeout occurs, the transaction will be
cancelled and returned to the POS.
Select Account 60 seconds Once timeout occurs, the transaction will be
cancelled and returned to the POS.
Enter PIN 60 seconds Once timeout occurs, the transaction will be
cancelled and returned to the POS.
Verify Signature 180 seconds
No actual timeout applies to this action
– instead, the terminal will emit a beep
periodically until the sale has been completed.
Approved 5 seconds Once timeout occurs, the transaction will be
completed as expected.
Waiting for Host
Response 45 seconds
This is configurable via the TMS to either
a) Display “No Response”, or b) revert to
Electronic Fallback (EFB) mode.
Host Response for
Reversal/Advice 20 seconds Once timeout occurs, the terminal will return to the idle screen.

6Suncorp Bank
PC EFTPOS Generated
Response Codes
Code Terminal Display Explanation Action To Be Taken
AM DECLINED – AM
NO MOTO/ECOM
MOTO/ECOM transaction
not allowed on this terminal
To enable MOTO/
eCommerce transactions on
this terminal please call the
Helpdesk.
AN DECLINED – AN
NO CHECK‐OUT
Check-out transaction not
allowed on this terminal
To enable Checkout
transactions on this terminal
please call the Helpdesk.
AP DECLINED – AP
NO PRE‐AUTH
Pre-auth transaction not
allowed on this terminal
To enable Pre Authorisation
transactions on this terminal
please call the Helpdesk.
AQ DECLINED – AQ
NO CASH‐OUT
Cash-out transaction not
allowed on this terminal
To enable Cash Out
transactions on this terminal
please call the Helpdesk.
AR DECLINED – AR
NO REFUND
Refund transaction not
allowed on this terminal
To enable Refund
transactions on this terminal
please call the Helpdesk.
AS DECLINED – AS
NO SALE WITH TIP
Sale with tip transaction not
allowed on this terminal
To enable Purchase With Tip
transactions on this terminal
please call the Helpdesk.
AT DECLINED – AT
NO TIP ADJUST
Tip adjust transaction not
allowed on this terminal
To enable Tip Adjustment
transactions on this terminal
please call the Helpdesk.
AV DECLINED – AV
NO VOID
Void transaction not allowed
on this terminal
To enable void transactions
on this terminal please call
the Helpdesk.
E1 DECLINED – E1
MUTE CARD
The supplied Chip Card has
suffered an error
Please contact the
cardholders card provider or
try a different card.
E2 DECLINED – E2
CARD REMOVED
EMV card was removed
before completion of the
transaction
Retry the transaction again,
ensuring the chip card
remains inserted into the
terminal chip card reader
until the terminal prompts for
the card to be removed.
E3 DECLINED – E3
CARD BLOCKED
The supplied Chip Card has
been deactivated by the
cardholders bank
Please contact the
cardholders card provider or
try a different card.
E4 DECLINED – E4
APP BLOCKED
The supplied Chip Card
has an application that has
been deactivated by the
cardholders bank
Please contact the
cardholders card provider or
try a different card.

7Suncorp Bank Integrated POS Quick Reference Guide
Code Terminal Display Explanation Action To Be Taken
E5 DECLINED – E5
CARD ERROR
The supplied Chip Card has
suffered an error
Please contact the
cardholders card provider or
try a different card.
E6 DECLINED – E6
CARD NOT ACCEPT
The terminal is not
configured to use the
supplied Chip Card
To enable this card on this
terminal please call the
Helpdesk.
E7 DECLINED – E7
EMV CONFIG ERROR
The PINpads EMV
configuration is incorrect
Please call the Helpdesk.
E8 DECLINED – E8
INVALID MESSAGE
An invalid message has been
sent to the POS
Please reboot the PINpad
(Press "#" and "99" on the
PINpad), if problem persists
please contact Helpdesk.
E9 DECLINED – E9
EMV DATA
MISMATCH
The supplied Chip Card has
suffered an error
Please contact the
cardholders card provider or
try a different card.
EA DECLINED – EA
PIN TRIES EXCEED
The supplied Chip Card has
exceeded the number of
allowed PIN entry attempts
Please contact the
cardholder’s card provider or
try a different card.
EB DECLINED – EB
EXPIRED CARD
The supplied card has
expired
Please inform the cardholder
and retry the transaction
using a different card.
EC DECLINED – EC
INVALID CARD
The supplied Chip Card
is configured with a later
start date (date the card is
allowed to start being used)
Please contact the
cardholder’s card provider or
try a different card.
ED DECLINED – ED
INVALID PRODUCT
The card supplied cannot be
used to purchase the service
or product
Please contact the
cardholders card provider or
try a different card.
EE DECLINED – EE
SWIPE NOT ALLOW
EMV fallback not allowed Please retry with an EMV
card.
EF DECLINED – EF
TRACK 2 MISMATCH
An error occurred reading the
provided card (EMV track-2
Mismatch)
Please retry the transaction,
if error persists please
contact the Helpdesk.
EG DECLINED – EG OVER
LIMIT
This terminal has exceeded
the assigned refund limit
Please contact the Helpdesk
to have this limit increased or
retry the transaction.
EH DECLINED – EH CHIP
READ ERROR
The terminal was unable to
successfully read the Chip
Card provided
Please retry the transaction
or attempt the transaction
with another card. If
problems persist please
contact the Helpdesk.
EI DECLINED – EI SET
PASSWORD
Manager password doesn’t
exist for refund
Please contact the Helpdesk
to assist in setting up a
password for refunds.

8Suncorp Bank
Code Terminal Display Explanation Action To Be Taken
M0 DECLINED ‐ M0 MSG
FORMAT ERR
The transaction has received
an invalid response from the
host
Please contact the Helpdesk.
M1 DECLINED – M1 STAN
MISMATCHED
The STAN in the response
message to the transaction
did not match the STAN that
was sent to the host
Please contact the Helpdesk.
M2 DECLINED – M2 TERM
ID MISMATCH
The Terminal ID in the
response message to the
transaction did not match the
Terminal ID that was sent to
the host
Please contact the Helpdesk.
MT DECLINED – MT TIP
OVER MAX %
The tip amount entered
exceeds the allowed tip
variance relative to the
original transaction
Please attempt a smaller
tip amount or contact the
Helpdesk to increase the
terminal’s allowed tipping
percentage.
N0 DECLINED ‐ NO
SYSTEM ERROR
Internal error, buffer size too
small
Please reboot the PINpad
(Press "#" and "99" on the
PINpad), if problem persists
please contact Helpdesk.
N1 DECLINED – N1
SYSTEM ERROR
File system error Please reboot the PINpad
(Press "#" and "99" on the
PINpad), if problem persists
please contact Helpdesk.
N5 DECLINED – N5
SYSTEM ERROR
Record Doesn’t Exist Please reboot the PINpad
(Press "#" and "99" on the
PINpad), if problem persists
please contact Helpdesk.
N6 DECLINED – N6
SYSTEM ERROR
Invalid TLV tag Please reboot the PINpad
(Press "#" and "99" on the
PINpad), if problem persists
please contact Helpdesk.
N7 DECLINED – N7
SYSTEM ERROR
Tag not found Please reboot the PINpad
(Press "#" and "99" on the
PINpad), if problem persists
please contact Helpdesk.
NA DECLINED – NA ZERO
AMOUNT
Zero amount passed to
terminal from POS
The transaction amount must
be greater than $0.00. Please
retry the transaction with a
higher amount.
NB DECLINED – NB
INVALID AMOUNT
Invalid amount passed to
terminal from POS
Check and confirm amount is
correct, retry the transaction.

9Suncorp Bank Integrated POS Quick Reference Guide
Code Terminal Display Explanation Action To Be Taken
NR DECLINED – NR NO
ROC NO AUTH
No ROC and no authorisation
number were supplied
Enter a ROC and an auth
number, and retry the
transaction.
P1 DECLINED – P1
COMMS ERROR
A communications error
occurred
Check that all the
communication connections
(lines, routers, cables)
are either plugged in and
communicating, then retry
the transaction.
P2 DECLINED – P2
COMMS ERROR
A communications error
occurred
Check that all the
communication connections
(lines, routers, cables)
are either plugged in and
communicating, then retry
the transaction.
P3 DECLINED – P3
COMMS ERROR
No acknowledgement
received on PC-EFTPOS
communications
Check that all the
communication connections
(lines, routers, cables)
are either plugged in and
communicating, then retry
the transaction.
P4 DECLINED – P4
COMMS ERROR
PC-EFTPOS communications
protocol error
Please reboot the PINpad
(Press "#" and "99" on the
PINpad), if problem persists
please contact Helpdesk.
P5 DECLINED – P5
SYSTEM ERROR
PC-EFTPOS response invalid Please reboot the PINpad
(Press "#" and "99" on the
PINpad), if problem persists
please contact Helpdesk.
P6 DECLINED – P6
COMMS ERROR
PC-EFTPOS communications
receive error
Please reboot the PINpad
(Press "#" and "99" on the
PINpad), if problem persists
please contact Helpdesk.
P7 DECLINED – P7
COMMS ERROR
Host communications
connection timeout
Please reboot the PINpad
(Press "#" and "99" on the
PINpad), if problem persists
please contact Helpdesk.
PF DECLINED – PF PRINT
FAILED
Print failed Please check the printer has
paper and the paper isn't
jammed.
PR DECLINED ‐ PR
INVALID REQUEST
POS request invalid Please reboot the PINpad
(Press "#" and "99" on the
PINpad), if problem persists
please contact Helpdesk.
Q6 DECLINED – Q6
SIGNATURE ERROR
The POS operator has
declined the signature of a
transaction
If this was unintentional, retry
the transaction.

10 Suncorp Bank
Code Terminal Display Explanation Action To Be Taken
RN DECLINED – RN ROC
NOT FOUND
ROC entered on terminal
was not found in batch
The receipt number
entered is not known to the
terminal. Please confirm the
receipt number and if the
issue persists contact the
Helpdesk.
RO DECLINED – RO
INVALID AUTH NO
The authorisation number
entered is not known to the
terminal
Please confirm the number
and if the issue persists
contact the Helpdesk.
RP DECLINED – RP ROC
NOT FOUND
The receipt number entered
is not known to the terminal
Please confirm the receipt
number and if the issue
persists contact the
Helpdesk.
RV DECLINED – RV
INVALID AUTH NO
The authorisation number
entered is not known to the
terminal
Please confirm the number
and if the issue persists
contact the Helpdesk.
RZ DECLINED – RZ
BATCH FULL
The terminal batch is
full which requires that
the terminal performs a
settlement before another
transaction can be
processed
Please perform a settlement.
S0 DECLINED ‐ S0
MODEM ERROR
The PINpad has suffered a
communication error
Check that all the
communication connections
(lines, routers, cables)
are either plugged in and
communicating, then retry
the transaction. If problem
persists please contact the
Helpdesk.
S1 DECLINED – S1 NO
DIAL TONE
The PINpad has suffered a
communication error (No Dial
Tone)
Check there is a dial tone by
picking up a phone, check
the phone line is plugged in,
then retry the transaction.
If problem persists please
contact the Helpdesk.
S2 DECLINED – S2 NO
ANSWER
The PINpad has suffered
a communication error (no
answer)
Check there is a dial tone by
picking up a phone, check
the phone line is plugged in,
then retry the transaction.
If problem persists please
contact the Helpdesk.
S3 DECLINED – S3
NUMBER BUSY
The PINpad has suffered a
communication error (number
busy)
Check there isn't any other
device using the phone line
(such as a fax or a land
phone). If problem persists
please contact the Helpdesk.

11Suncorp Bank Integrated POS Quick Reference Guide
Code Terminal Display Explanation Action To Be Taken
S4 DECLINED – S4 NO
HOST NUMBER
The PINpad has suffered a
communication error (no host
phone number)
Please contact the Helpdesk.
S5 DECLINED – S5 LINE
DISCONNECTED
The PINpad has suffered a
communication error (line
disconnected)
Please contact the Helpdesk.
S6 DECLINED – S6 NO
CARRIER
The PINpad has suffered a
communication error (carrier
lost)
Check there is a dial tone by
picking up a phone, check
the phone line is plugged in,
then retry the transaction.
If problem persists please
contact the Helpdesk.
S7 DECLINED – S7 NO
EFT SERVER
The EFT Server was not
found
Please ensure the server is
running and reachable and
then retry.
S8 DECLINED – S8 NO
EFT SERVER
The EFT Server was not
found
Please ensure the server is
running and reachable and
then retry.
S9 DECLINED – S9 NO
PHONE LINE
There is no phone line
connected to the terminal
Please confirm that the
phone line is connected to
the terminal and retry the
transaction.
SD DECLINED – SD POS
INTERRUPT
Message transmission
interrupted by POS request
Wait a few seconds for
the POS to complete what
it's doing, and retry the
transaction.
T0 APPROVED PINpad has advised the POS
that it is ready for use during
a status update
No action required.
T1 DECLINED – T1 NO
LAST TXN
The POS function performed
requires there to be record of
a previous transaction
Perform a transaction, and
retry the POS function.
T2 DECLINED – T2 NO
DUPLICATE RECEIPT
The POS function performed
requires there to be record of
a previous transaction
Perform a transaction, and
retry the POS function.
T3 DECLINED – T3
INVALID ACCOUNT
Invalid account selected The account selected was
not valid. Please retry the
transaction and select a
different account.
T4 DECLINED – T4 NO
LAST SETTLMNT
No Last Settlement details
stored in terminal
Perform a settlement, and
retry the transaction.
TA DECLINED – TA CARD
NOT ACCEPT
The PINpad is not configured
to accept this card
Please contact the
cardholders card provider or
try a different card.

12 Suncorp Bank
Code Terminal Display Explanation Action To Be Taken
TC DECLINED – TC
INVALID CARD NO
The card used has invalid
information
Please contact the
cardholders card provider or
try a different card.
TD DECLINED – TD NO
TIP ON DEBIT
The POS operator has tried
to perform a TIP when
the account used is debit
(cheque or savings)
Retry the transaction using a
Credit account.
TF DECLINED – TF
LOGON REQUIRED
The terminal must be logged
on before a transaction can
be processed
Please perform a terminal
logon and then retry the
transaction.
TI DECLINED – TI
OPERATOR TIMEOUT
The POS operator did not
respond to a POS prompt in
time, causing the transaction
to time out
Please retry the transaction
and respond to any prompts
in a timely fashion.
TM DECLINED – TM
CANCELLED
The POS operator cancelled
the action via the POS,
causing the transaction to be
cancelled
Please retry the transaction.
TR DECLINED – TR NO
RETRY OF TIP
A TIP has already been
added to the transaction
selected, a second TIP is not
allowed
Ensure the correct
transaction was selected and
retry the TIP.
TU DECLINED – TU SAF
PENDING
The offline Store And
Forward queue is pending
upload
Please wait for the queue
to be fully uploaded
before performing the next
transaction.
TV DECLINED – TV
REVERSAL PENDING
The terminal is in the process
of processing a reversal
Please wait for this to
complete before performing
the next transaction.
TX DECLINED – TX CARD
NOT ACCEPT
The card provided is not
accepted by the terminal’s
list of accepted card types
Please use a different card
or contact the Helpdesk for
further assistance.
VD DECLINED – VD NO
VOID ON DEBIT
The POS operator has tried
to perform a TIP when
the account used is debit
(cheque or savings)
If the debit transaction was
an error, perform a refund.
VR DECLINED – VR TXN
ALREADY VOID
The transaction could not be
voided as this transaction
has already been voided
and you cannot void a
transaction more than once
Please confirm the
transaction details and try
again.
X0 DECLINED – X0 NO
RESPONSE
The host is not responding to
the messages from the POS
Retry the transaction, if
the error persists call the
Helpdesk.

13Suncorp Bank Integrated POS Quick Reference Guide
Code Terminal Display Explanation Action To Be Taken
X7 DECLINED – X7 MAC
ERROR
The PINpad requires a logon
(MAC error)
Please perform a logon, and
retry the transaction.
X8 DECLINED – X8 CNP
ERROR
PINpad has suffered a
formatting error
Please contact Helpdesk.
XA DECLINED – XA
HEADER LENGTH
PINpad has suffered a
formatting error
Please contact Helpdesk.
XD DECLINED – XD NO
MANUAL ENTRY
Manual Entry is not allowed
on this terminal
Please contact the Helpdesk
for further assistance on how
to enable this feature.
XE DECLINED – XE TXN
NOT SUPPORTED
The selected transaction type
is not offered by the card
provided
Please choose a different
transaction type or use a
different card.
XG DECLINED – XG TXN
NOT SUPPORTED
Transaction type not
supported
Please contact the Helpdesk
for assistance on how
to process this type of
transaction.
XT DECLINED – XT
CONFIG REQUIRED
The PINpad requires a
configuration
Perform a terminal
configuration or contact the
Helpdesk for assistance.
XU DECLINED – XU
BATCH FULL
The terminal batch is
full which requires that
the terminal performs a
settlement before another
transaction can be
processed
Please perform a settlement.
XX DECLINED – XX
SYSTEM ERROR
The PINpad has suffered an
unknown error
Please contact the Helpdesk
for assistance.
Y1 APPROVED The transaction performed
was approved offline
The Chip Card transaction
was approved offline – no
further action necessary.
Y3 APPROVED EMV unable to go online. The
transaction approved offline
No action to be taken, the
transaction was successful.
Z0 DECLINED – Z0
MODEM ERROR
The PINpad has suffered a
communication error
Check the all the
communication connections
(lines, routers, cables)
are plugged in and
communicating, then retry
the transaction. If problem
persists please contact the
Helpdesk.
Z1 DECLINED – Z1
CANNOT PAY
The supplied chip card and
the PINpad have declined
the transaction without going
online
Please contact the
cardholder’s card provider or
try a different card.

14 Suncorp Bank
Code Terminal Display Explanation Action To Be Taken
Z2 DECLINED – Z2 NO
ANSWER
A communications error
occurred
Retry the transaction, if error
persists please contact the
Helpdesk.
Z3 DECLINED – Z3
ISSUER UNAVAILABLE
A communications error
occurred
Ensure all communications
are correct, if this does not
work provide other payment.
Z4 DECLINED – Z4
CANNOT PAY
The host approved the
transaction however the Chip
Card declined it
Please contact the
cardholders card provider or
try a different card.
Z5 DECLINED – Z5
POWER FAIL
The PINpad suffered a power
failure while the transaction
was processing
Please check the terminal
power connection and retry
the transaction.
Terminal Response Messages
00 The transaction has been approved.
01 Refer the cardholder to the issuing bank.
05 The issuing bank has chosen not to honour the transaction.
08 Approved with signature, ensure the signature on the card is matched to that on the
transaction receipt.
12 The transaction being attempted is invalid.
14 The card number is invalid.
31 The issuing bank is not supported by the current terminal software.
38 The number of PIN tries has been exceeded.
39 The incorrect account type is selected, retry the transaction selecting the correct account
type.
51 Another form of payment is required. Do not use a fallback voucher.
55 Invalid PIN entered.
61 Cardholder has exceeded the maximum daily withdrawal limit on their card.
Another form of payment (cash, cheque) is required. Do not use a fallback voucher.
91 The issuing bank is not available. Communication lines are down.

15Suncorp Bank Integrated POS Quick Reference Guide
Troubleshooting
Your Suncorp terminal is extremely easy to operate. However, if you do experience problems,
here are some handy hints to help you get back on track quickly. If you still have difficulties,
please call Suncorp Bank Technical Helpdesk on 1800 836 055 (24 hours a day, 7 days a week),
and have your merchant number and terminal number ready.
Terminal Care and Troubleshooting
Terminal Care Please remember to keep the terminal clean and away from heat, dust,
liquid and food.
Blank Screen Ensure that all terminal power cable connections and power supply
outlets are connected and operational.
Communications Error • Checkallterminalphonecableconnectionsandphonesupplyoutlets.
Connectthephonelinetoatelephonetocheckfordialtoneandcable
quality.
•Removeanymessagebankontheline.
•Disconnectcallwaiting.
• HasthetelephonelinerecentlychangedtoorfromaPABXsystem?If
so,theterminalwillrequireasoftwareupgrade.
•Checkthatthemodemisgettingpower.
• CheckthatthemodemisconnectedtoaCOMportonthePC
IP Gateway Problems CheckthatthestatusoftheTCP/IPSLLconnectionintheLinestabof
theEFTServerhasastatusofCONNECTED
IfitisnotCONNECTED,checkthepropertiestomakesurethattheIP
addressissettogw0.pceftpos.com(or59.167.228.1)andportis443
andthatthePC’sfirewallallowsaccesstotheIPaddressandport
IfthestatusisnotCONNECTED;
•CheckthattheusernameandpasswordprovidedbyPC-EFTPOS
havebeenenteredcorrectlyintheServertab
Terminal Offline Themostcommonreasonforthiserrormessageisthatthe
PINpadisnotconnectedtothePCcorrectly.
• Checkthepowertotheterminal.Theterminalshouldbeshowing
somethingonitsdisplayscreen.
• ChecktheterminalisconnectedtothePCcorrectly
No Response from
bank to logon
ContacttheSuncorpBankTechnicalHelpdeskon1800836055.

16 Suncorp Bank
Client Offline Thiserrormeansthatoneofthefollowinghasoccurred:
• Themostcommoncauseofthiserroronacorrectlyinstalledmachine
isthattherearemorethanoneapplicationrunningthatusesour
EFTPOSsystem.ExamplesarethePOSsystemandourtestPOS
system.TherecanonlybeonePOSrunning.Shutdownanyother
applicationsthatmayalsouseEFTPOS.
• TheEFTclientisnotrunning(orinstalled).Checkiftheclienticon(the
“C”icon)isonthetaskbarneartheclock.(Warning….NotallPOS
systemshowsthetaskbar).StartclientbyrebootingPOS.
Certain cards won’t
process
IftheEFTPOSsystemonlyfailsonRefunds,AmericanExpressorDiners
cardsorCashOut,contactSuncorpBankTechnicalHelpdeskon
1800836055toenablethesesettings.
Card reader problems • Ensurethatthecardisbeingswipedintherightdirectionforthe
magneticstripe.
• Tryswipingthecardinbothupwardsanddownwardsdirections.
• Ensurethatthecardisbeingswipedatafastenoughspeed.
• TryusingaCleanerCardfromyourstationerykittocleanthecard
reader

17Suncorp Bank Integrated POS Quick Reference Guide
Fraud Prevention Tips
The security of your Suncorp EFTPOS Terminal is of the
utmost importance to your business. Here are some handy
tips to avoid fraudulent transactions and chargebacks.

18 Suncorp Bank
Security & Chargeback Tips
• Ensure your premises are secure to prevent the processing of unauthorised transactions when
unattended.
• During business hours, limit access to this equipment to authorised personnel only.
• Unauthorised transactions are a liability for your business.
What is a Chargeback?
A chargeback can occur when a cardholder disputes a transaction processed on their card.
How to Avoid Receiving Chargebacks
When accepting credit cards face to face
• Never manually enter the card details if the card doesn’t swipe. Ask the cardholder for another
form of payment.
• Check the expiry date on the card.
• Check that all cards have a hologram or a holographic magnetic stripe and that it looks three-
dimensional.
• Check the authorisation response. Take appropriate action for the specific response.
• Request a signature. Have the cardholder sign the transaction receipt in front of you.
• Check the signature. Be sure that the signature on the card matches the one on the transaction
receipt.
• Match the numbers. Check the embossed numbers on the card against the four digits of the
account number displayed on the front of the card. Ensure all details on transaction receipts
are clear and legible.
• Ensure transaction receipts are stored in date and card number order.
• Retain all transaction receipts and or documentation pertaining to a credit card transaction for
a minimum of 12 months from the date of transaction in a secure location.
Remember, if in doubt you can always ask your customer for
another form of payment.

19Suncorp Bank Integrated POS Quick Reference Guide
Manual Transaction Processing
This section explains how to process fallback Vouchers
if your EFTPOS Pin Pad is faulty.

20 Suncorp Bank
Manual Transaction Processing
Fallback Vouchers should only be used to process a transaction when your EFTPOS pin pad is
faulty and cannot be used to process the transaction.
Faulty EFTPOS Pin Pads should immediately be reported to our Merchant Terminal Fault
Helpdesk on 1800 836 055.
Do not process a Fallback Transaction Voucher under the following circumstances:
• Your EFTPOS Terminal has declined the transaction.
• The cardholder’s card is faulty.
• The cardholder’s card is invalid.
• The cardholder’s card is expired.
• There is a card number error.
In the above circumstances request an alternate method of payment.
Processing a Fallback Transaction
Voucher
The Card must be embossed to process a Fallback Transaction Voucher (the cardholder name
and number should be raised).
Before proceeding with the transaction ensure that:
• The card presented by the customer does not appear damaged or altered.
• The name on the card presented by the customer is appropriate to the customer e.g. a
masculine name on a card presented by a female is questionable.
• The printing on the card presented by the customer should look professional.
• The validity dates on the card presented by the customer should be current (a card can only be
used from the first day of the ‘valid from’ month to the last day of the ‘until end’ month).
• The card presented by the customer contains security features such as a hologram, signature
panel and CVC (three digits on or next to the signature panel on the back of the card). The card
should have a 3-dimensional appearance.
• The first four digits of the embossed number match the pre-printed four digits on the card.
• A signature appears in the signature panel of the customers card and should not appear to
have been altered.