VeriFone HICAPS VX820 User manual

Verifone
User Guide.
VX 820
VX 680.

2
Table of contents.
Terminal layout 3
Acceptable Cards 4
General Information 5
Purchase transactions 6
Purchase transactions – Restaurants only. 7
Pre-authorisation 9
Processing a void transaction 10
Processing a refund 11
Reprinting receipts 12
Merchant settlement processing 12
Printing sub-totals 13
Multi-merchant functions 13
GoPos (Mobile EFTPOS) 14
Replacing printer paper 15
Chip card errors and magnetic stripe processing 16
EFTPOS merchant offline transaction processing 17
Fraud prevention for merchants 23
Transaction response codes 25
Contact 28
Notes 28

3
Terminal layout.
Touch screen with
active soft keys
Integrated contactless
reader interface
Magnetic stripe
swipe reader
Chip card dip reader
Cancel key Enter key
Clear key
Menu

4
Accepted cards.
Your Bendigo and Adelaide Bank merchant facility enables you to accept Visa cards and
MasterCard cards issued by any bank either in Australia or overseas.
Your facility may also have been configured to accept charge cards such as AMEX, JCB or
Diners club cards.
These are examples of symbols which should be accepted. The symbol may appear on
the face or reverse side of the presented cards.

5
General Information.
Information on all aspects of your Bendigo and Adelaide Bank merchant facility may be
obtained from your nearest branch or from Bendigo Bank Merchant Operations on 1300
132 741, option 2.
Please immediately notify the bank upon any of the following changes:
• Additionaloutletsopen
• Tradingnameand/oraddress
• Ownership
• Bank/branchdetails
• Telephonenumber
• Closureofbusinessoroutlet
Merchant Statement
Bendigo and Adelaide Bank provides a “merchant statement of account” for all active
merchant outlets at each month end. The statement lists details of all transactions
processed during the month. It also highlights any fees, errors or adjustments made
during the period to assist reconciliation with your bank statement.
Point of sale and promotional assistance
Bendigo and Adelaide Bank is committed to assisting its merchants in increasing their
sales through the optimum use of Visa and MasterCard credit cards or charge cards
that are accepted through your facility. This assistance is available on request from
Merchant Operations or your local branch.

6
Purchase transactions.
1. Touch the screen to activate or press the Enter key.
2. Enter the amount, then press Enter.
3. The terminal will prompt for cash out amount. If cash out is required enter in
the amount, then press Enter. If cash out is not required simply press Enter.
NOTE: Cash out is not available on ‘Contactless’ or ‘Credit’ transactions.
See page 5 for purchase transactions with tipping enabled.
4. The terminal will prompt to present a card.
a) For chip cards with contactless technology (MasterCard®, Visa®or EFTPOS)
i Have the customer present the card over the screen until the four indicator
lights illuminate green (2–3 seconds).
ii The transaction will default to a 'Credit' selection.
Some transactions may require a PIN or that the
customer inserts their card – follow the prompts on
the terminal screen to authorise the transaction.
b) For chip cards without contactless technology
or cards with a magnetic stripe only
i Insert the chip card into the terminal as far as it will
go and leave it there. For magnetic stripe only cards,
swipe the card down the side of the terminal.
ii The terminal will prompt to select the account type. Select this by pressing
the Cheque, Savings or Credit button on the screen.
iii The terminal will prompt for a PIN. Have the cardholder enter their PIN, and
press Enter. (If the customer's card does not have a PIN the terminal will
prompt for a signature to authorise the transaction.)
5. The terminal will then process the transaction and print the merchant’s copy
of the receipt. If a signature was used to authorise the transaction, check the
cardholder’s signature against the card and select Yes if accepted. Failure to accept
the cardholder's signature within 30 seconds will result in the transaction being
approved.
6. To print a cardholder copy, select Yes on the screen.

7
Purchase transactions – Restaurants only.
Tipping must be approved by the Bank prior to having the functionality enabled.
1. Touch the screen to activate or press the Enter key.
2. Enter the amount, then press Enter.
3. The terminal will prompt for cash out amount. If cash out is required enter in the
amount, then press Enter. If cash out is not required simply press Enter.
NOTE: Cash out is not available on ‘Contactless’ or ‘Credit’ transactions.
4. Enter the Server ID, then press Enter. (Server IDs 1 - 9 are available by default.
Please contact the Help Desk for additional Server IDs.)
5. The terminal will ask to add a tip, or press enter to continue with no tip.
6. If Yes, add tip amount and press enter.
7. Confirm that the new transaction value is correct, then select Yes or No to go
back.
8. The terminal will prompt to present a card.
Refer to Page 4. Purchase Transactions for completion of purchase.

8
The following procedure can only be used on credit and charge cards where a
customer's card does not have a PIN and the customer has signed to authorise the
transaction. The customer has the option to include a tip on the receipt at the end of
the purchase.
Once a transaction has been tip adjusted the transaction cannot be adjusted in any
way.
1. Press the three dots on the screen to scroll through the menu options until Tip
Adjustment is displayed.
2. Select Tip Adjustment from the menu on the screen.
3. Enter the tip password, then press Enter.
4. Enter the Server ID, then press Enter.
5. EntertheSTAN/INVnumberfromthemerchantreceiptonwhichthecardholder
has written the tip value, then press Enter.
6. Check the transaction details and if correct select Yes.
7. Enter the tip amount, then press Enter.
8. Check that the new transaction value is correct, then select Yes.
9. The terminal will print a receipt detailing the transaction and tip values and will
display Approved.
10. The terminal will prompt if you want to print the cardholder copy, select Yes or
No.

9
Pre-authorisation.
Check In
Pre-authorisation transactions are only available to merchants within specific Merchant
Category Codes and must be approved by the Bank prior to having the functionality
enabled. The following procedures outlines the steps to be taken when carrying out a
pre-authorisation on a credit or charge card.
Important
A pre-authorisation does not mean that an actual purchase transaction has been
processed on the card. It is simply a way of checking that the card being presented can
sustain the expected amount. This way it is known in advance that the cardholder has
enough credit available to be able to purchase the goods or services. The funds will be
placed on hold for a period of 3 to 9 days, depending on each cardholder’s issuing bank.
The terminal will store the pre-authorisation record for seven days to allow completion of
the pre-authorisation process. After this period, either a new pre-authorisation or a new
purchase transaction must be processed.
When performing a pre-authorisation completion, the final value must be within 15% of
the original amount. If the value to be processed exceeds this margin, a new purchase
transaction must be processed. If this occurs, it is best practice to contact the
cardholder’s issuing bank to notify them that the original pre-authorisation amount is not
longer required to be held
Pre-authorisation
1. Press the three dots on the screen to scroll through the menu options.
2. Select Pre-Authorisation from the menu on the screen.
3. Type in the transaction amount then press Enter.
4. Swipe or insert the card, or enter the card number - follow the prompts on the
screen to authorise the transaction.
5. The terminal will prompt for a PIN. Have the cardholder enter their PIN, and press
Enter. (If the customer's card does not have a PIN the terminal will prompt for a
signature to authorise the transaction.)
6. The terminal will process the transactions and print the merchant copy of the
receipt. If the cardholder has chosen to sign for the transaction, check the
cardholder's signature against the card and select Yes if accepted. Failure to
accept the cardholder's signature within 30 seconds will result in the transaction
being approved.
7. The terminal will prompt if you want to print the cardholder copy. Press Yes or No.

10
Completion
1. Press the three dots to scroll through the menu options.
2. Select completion from the menu on the screen.
3. Select one of the options to locate the original transaction.
4. Check the transaction details and if correct press OK.
5. Enter the amount.
6. You will be promoted with 'approved with signature' screen.
7. Press OK to return to the purchase screen.
Cancellation
1. Press the three dots to scroll through the menu options.
2. Select Pre-Authorisation Cancellation from the menu on the screen.
3. Select one of the options to locate the original transaction.
4. Check the transaction details and if correct press OK.
5. Print customer copy of receipt if required.
6. Press OK to return to the purchase screen.
Processing a void transaction.
The following procedure can only be used on credit card transactions.
A void can only be processed prior to the transaction being settled. Once the
transaction has been settled, you must process a refund.
1. Press the three dots to scroll through the menu options until Void is displayed.
2. Select Void from the menu on the screen.
3. Enter the void password, then press Enter.
4. EntertheSTAN/INVnumberfromtheapprovedmerchantreceipt,thenpress
Enter.
5. Confirm if the transaction details are correct and select Yes.
6. The terminal will process the void and print a merchant and cardholder (if
requested) receipt.
7. Press OK to return to the purchase screen.

11
Processing a refund.
1. Press the three dots on the screen to scroll through the menu options until
Refund is displayed.
2. Enter the refund password, then press Enter.
3. Enter the amount.
4. The terminal will prompt to present a card.
a) For chip cards with contactless technology (For chip cards with
contactless technology (MasterCard®, Visa®or EFTPOS)
i Have the customer present the card over the screen until the four
indicator lights illuminate green (2 – 3 seconds).
ii The transaction will default to a 'Credit' selection.
Some transactions may require a PIN or signature, or that the customer
inserts their card – follow the prompts on the terminal screen to
authorise the transaction.
b) For chip cards without contactless technology or cards with a magnetic
stripe only
i Insert the chip card (facing up chip end first) into the terminal as far as it
will go and leave it there. For magnetic stripe only cards, swipe the card
down the side of the terminal (the magnetic stripe needs to be inserted
into the card reader facing the terminal keypad).
ii The terminal will prompt to select the account type. Select this by
pressing the Cheque, Savings or Credit button on the screen.
iii The terminal will prompt for a PIN. Have the cardholder enter their
PIN, and press Enter. (If the cardholder's card does not have a PIN the
terminal will prompt for a signature to authorise the transaction.)
5. The terminal will then process the transaction and print the merchant’s copy
of the receipt. If a signature was used to authorise the transaction, check the
cardholder’s signature against the card and select Yes if accepted. Failure to
accept the signature within 30 seconds will result in the transaction being
processed as approved.
6. The terminal will prompt if you want to print the cardholder’s copy, press Yes or
No.
7. Press OK to return to the Purchase Screen.

12
Reprinting receipts.
1. Press the three dots to scroll through the menu options until 'reprint last receipt'
or 'reprint any receipt' is displayed on the screen.
2. Select Reprint Last Receipt from the menu to immediately reprint the last receipt.
Alternatively, you can select Reprint Any Receipt to find an earlier receipt. (Once
the terminal has been settled, earlier receipts will not be able to be printed)
3. Select one of the options from the menu on the screen to search for the
transaction.
4. Enter the details from the merchant receipt, then press Enter.
5. When you locate the required transaction, press enter to select the transaction.
The terminal will print a duplicate copy of the merchant receipt.
6. The terminal will prompt if you want to print the cardholder's copy. Press Yes or
No.
Merchant settlement processing.
Merchant settlement options
Bendigo Bank is happy to offer alternative settlement options to our merchants. Each
option is slightly different and merchants are required to choose the most suitable for
their business. Some of the variants are specific and will only be suitable to particular
merchants.
It should be noted that it is preferable that your terminal is plugged in and connected
to the network at all times. This is essential to perform settlements.
Terminal initiated auto settlement
The merchant nominates a time to settle which is stored in the terminal. Each
day at this time the terminal will dial in to our system and process the settlement
automatically. A detailed receipt will be printed for your records.
Manual settlement
The merchant selects an appropriate time to perform a manual settlement on their
terminal. To process a manual settlement on your EFTPOS terminal:
1. Press the three dots to scroll through the menu options until Settlement is
displayed.

13
2. Select Settlement from the menu on the screen.
3. Enter the settlement password, then press ENTER.
4. Press Yes to confirm the settlement.
5. The terminal will process the settlement and print a detailed settlement receipt.
Forced settlement
If the EFTPOS terminal has not been settled by 11:45pm EST our system will generate
a forced settlement.
A settlement receipt will be printed when the terminal next connects to the network.
The funds will not include any transactions stored in the terminal.
For example, tips, reversals and offline transactions. These will be included in the next
day’s settlement.
Printing sub-totals.
1. Press the three dots to scroll through the menu options and select Subtotals
Report from the menu on the screen.
2. The terminal will print a detailed sub-totals report.
Multi-merchant functions.
The VeriFone terminal supports multi merchant functionality. This allows multiple
merchant facilities within the same premises to reside on the one EFTPOS terminal.
Each individual merchant facility is its own entity and will:
• Carryitsowntradingname(whichwillbereectedonallcardholderreceipts).
• Supportseparatesettlementstonominatedbankaccountsandindividual
monthly tax invoices to enable easy reconciliation.
Terminals running multi-merchant differ slightly to a standard terminal. The procedures
outlined in this user guide compliment multi-merchant terminals, with the only changes
being the requirement to nominate which merchant you wish to process the transaction
against prior to engaging in the transaction.
For terminals running up to four merchants the merchant names will appear on the
display.
Terminals supporting more than four businesses will require the operator to view the
full list of merchants available and select the appropriate merchant.

14
To register the transaction against the relevant merchant, simply press the button on
the displayed name. You may be required to Enter the password allowing you to use
the selected merchant.
Individual settlements may be performed manually, or a terminal initiated auto-
settlement may be requested allowing the terminal to settle automatically at a
predetermined time each day. If terminal initiated auto-settlement is performed all
merchants will be settled one after another and funds will be credited.
GoPos®(Mobile EFTPOS).
Our GoPos®solution allows our merchants to take their EFTPOS terminal straight to
their customer, either on-site or off-site.
GoPos®accepts all debit, credit and charge cards and features a pin pad, high-speed
printer and terminal in one. The system also allows you to process tips and pre
authorisations.
The terminal runs on a rechargeable battery pack and the communications are carried
on the GPRS network, either Telstra or Optus.
GoPos®has the same menu structure as our Standard Terminal and as such shares
the same user guide in relation to terminal functionality and transaction processing.
There are some subtle differences that you need to be aware of:
• TheterminalrunsontheOptusorTelstraGPRSmobilephonenetwork.
• Theterminalhasanautoturn-offfeature.Thisisapre-setto15minutesandis
designed to maintain battery life when the terminal is inoperable. We have the
flexibility to extend this timer if necessary, but remain mindful that leaving the
terminal idle for extended periods of time will drain the battery.
• Astheterminalisnotdesignedtoremainpoweredonorconnectedatalltimesit
does not lend itself to auto settlements. Our preference and recommendation is
that you perform a manual settlement on the terminal at the completion of your
days trade (note: this must be performed prior to 11:45pm EDT)
• Batterystrengthisindicatedonthedisplayallowingyoutomonitorandre-
charge as necessary. Car chargers are available by contacting Merchant Services
1300 132 741, select Option 2.
• Whenonsite,theterminalcanbeconnectedtothemainpowertokeepthe
battery charged.

15
Replacing printer paper.
VX 820 model
1. Remove the terminal from the cradle.
2. Open the printer cover by lifting the lever on the cradle. Remove any remaining roll
of paper.
3. Lay the new roll in the printer with the paper being fed from the bottom of the roll.
Paper feeds from back to front
Paper feeds upwards from front of terminal
4. Close the printer cover. Ensure the cover clicks into place, and the paper has
been threaded through the gap between the cover.
VX 680 model
1. Remove the terminal from the charging cradle.
2. Open the printer cover by lifting the lever on the back of the terminal. Remove
any remaining roll of paper.
3. Lay the new roll in the printer with the paper being fed from the bottom of the roll.
4. Close the printer cover. Ensure the cover clicks into place, and the paper has
been threaded through the gap between the cover.

16
Chip card errors and magnetic stripe processing.
You MAY follow the below procedures when either:
• Thechiponthecardisdamagedandcannotbereadbytheterminal.(Note:You
can clean or wipe the chip in case it is dirty.); or
• Thechiponthecardcontainsanapplicationthatisn’tsupportedbytheterminal.
Where the chip on a card is damaged and cannot be read by the terminal, the following
instructions should be followed:
1. If the first attempt to read the card fails the terminal response will be “Please
remove card and re-insert – 1 attempt remaining (X) to cancel”.
2. It is recommended that you clean the chip on the card by wiping a cloth over the
chip. This will ensure the chip contacts are free of dirt. If a second attempt to read
the card fails, the terminal response will be “Card malfunction”, press Enter to
continue and the terminal will respond with “Please remove card and swipe – Press
(X) to cancel”.
3. Remove the card from the chip reader and swipe the magnetic stripe of the card.
Process the transaction as normal.
Where the chip on a card contains an application that isn’t supported by the terminal,
the following instructions should be followed:
1. The terminal will attempt to read the chip card, however, the terminal will respond
with “Card not accepted”. Press Enter to continue.
2. Remove the card from the chip reader and swipe the magnetic stripe of the card.
Process the transaction as normal.

17
EFTPOS merchant offline transaction processing.
If you are unable to perform a transaction electronically via your EFTPOS terminal due
to a technical error, you may choose to continue to accept card transactions, providing
the circumstances are valid, by following the procedures below.
Valid circumstances
You MAY process transactions offline when either:
• TheEFTPOSterminalisnotoperationalduetoatechnicalerror.
• TheEFTPOSterminalfailstoconnecttothenetwork.
• TheEFTPOSmessagedisplayedis“IssuerNotAvailable”.
Invalid circumstances
You MUST NOT process transactions offline when:
1. A transaction is declined on the EFTPOS terminal for any reason.
2. The transaction has not been attempted using the EFTPOS terminal.
3. The card has expired.
4. Thecardsisdamaged/unreadableintheEFTPOSterminal(i.e.othercardswork
in the device).
5. You suspect the card is fraudulent.
6. The cardholder makes a keying error on the EFTPOS terminal e.g. the cardholder
exceeds PIN tries.
7. The EFTPOS terminal responds “card limit is exceeded”.
IMPORTANT
Due to the risk involved with processing offline transactions without authorisation – you
will be responsible for the value of any transactions that are found to be fraudulent and
the value may be debited from your merchant account.

18
Failure to Connect to the Network.
If your terminal is not able to connect to the switch, any transactions that are
processed through the terminal will not be able to obtain authorisation. Transactions
accepted while the terminal is not connected to the switch are considered ‘offline’.
Offline transactions that are above your floor limit will display a warning that the
transaction will be processed at the merchant’s risk. If a transaction above the floor
limit is disputed, your account may be debited for the value of the transaction.
Processing a transaction
1. Complete the transaction as normal.
2. After the card has been presented the terminal will ask if you want to continue
offline. Press Yes to continue or No to cancel the transaction.
Note: Some transactions may not allow you to continue offline and will decline with a
Z3 – communications error.
3. The terminal will prompt for the entry of the Auth ID. Press enter to continue.
4. The terminal will display a screen advising the transactions exceeds the
merchant limit. Proceed and accept risk? Press Yes to continue or No to cancel
the transaction.
5. The terminal will then process the transaction and print the merchant’s copy of
the receipt. Check the cardholder’s signature against the card and select Yes
if accepted. Failure to accept the signature within 30 seconds will result in the
transaction being process as approved.
6. The terminal will prompt if you want to print a cardholder copy. Press Yes or No.
7. When the EFTPOS terminal next re-establishes a connection the transactions
stored in the terminal will be sent to the switch. You will be required to process a
manual settlement to force OFFLINE transaction through the system.
Card holder Merchant Terminal Switch

19
Connect to the Network.
In the event that the EFTPOS terminal is damaged and not operational, credit card and
debit card transactions can continue to be taken. These transactions are accepted at
the risk of the merchant and the damaged terminal must be reported to the Help Desk
on 1800 334 702.
Cardholder details
Record and securely store the Cardholder’s card details including:
• Cardnumber
• Expirydate
• Cardholdername
• Amount
• Accounttype
WhentheEFTPOSterminalisrepaired/replaced,thedetailsyouhaverecordedmust
be key entered into the terminal following the steps outlined in ‘Voucher Entry’ on page
18.
You must also ensure that any cardholder details that have been recorded are securely
destroyed once the voucher entry step has been completed.
Card holder Merchant Terminal Switch

20
Voucher entry
Transactions processed using the voucher entry functionality are processed offline and
do not have the ability to be authorised – all transactions accepted above the floor
limit are processed at the merchants risk.
1. Press the three dots to scroll through the menu options
2. Scroll through the menu using the down arrow or ‘#’ key until you see option 13
– Voucher Entry Purchase. Alternatively you can type ‘13’ into the search bar to
skip to option 13 and then press Enter.
3. Enter your offline password.
4. Enter the sale amount and press Enter.
5. Enter the card number and press Enter.
6. Enter the card expiry date and press Enter.
7. Select the account type by pressing the Savings, Cheque or Credit button on the
screen OR the number key assigned to the relevant account.
8. The terminal will ask for an ‘Auth ID’. Press Enter to continue.
9. The terminal will display a warning on the screen advising the transactions
“Exceeds merchant limit. Proceed and accept risk?” Press Yes to continue or No
to cancel the transaction.
10. The terminal will ask if you want to print the cardholder’s copy. Press yes or No.
11. When the EFTPOS terminal re-establishes a connection, the transactions stored
in the EFTPOS terminal will be sent to the network. You will be required to
process a manual settlement to force OFFLINE transactions through the system.
Important
• Youareresponsibleforassessingthevalidityofthecircumstanceforthe
completion of an offline transaction. You can call Merchant Services on 1300
132 741, option 2 if you are unsure of the validity of any situation.
• EverytransactionmustbeattemptedontheEFTPOSterminalbeforeanofine
transaction is completed.
• Youareresponsibleforthevalueofanofinetransactionifthetransaction
is found to be fraudulent and the value may be debited from your merchant
account.