VeriFone Vx-520 Series APACS 40 User manual

Terminal and Account User Guide
Verifone VX520 EMV
Merchant #:
Merchant Name:
Visa/M Voice Authorization:
Acumen Help-Desk:

Contents
Installation Guide......................................................................................................................... 1-2
Powering On................................................................................................................................... 3
Navigating the Terminal...................................................................................................................4
Adding Static IP Address................................................................................................................. 5
EMV hip Technology and ontactless Payments.........................................................................6
Integrated ontact/ ontactless hip ard Transactions................................................................7
Performing Transactions............................................................................................................ 8-15
Additional Transaction Prompts.................................................................................................... 16
Multi-Merchant Functionality.........................................................................................................16
lerk/Server Setup........................................................................................................................ 16
Merchant Responsibilities............................................................................................................. 17
Transaction Holds......................................................................................................................... 17
Alternate Authorization.................................................................................................................. 18
First View Setup............................................................................................................................ 18
P I DSS........................................................................................................................................ 18
Tips to Avoid hargebacks...................................................................................................... 19-20
Address Verification System (AVS)...............................................................................................21
Acumen Equipment Terms............................................................................................................ 22

Installation Guide
VX520 Contactless
1
A DC
B
Paper Load
Remove Back Cover
B
A
Powering On
A
B

2
Connect Communication Method
B
B
A
RJ-45
RJ-11
Phone
Comms
nternet
Comms
A
Attach PinPad (Optional)
RS-232
AB
Replace Back Cover

Powering On
3
ommServer
Select the function key for
SOFTPAY to activate the credit
card application.
Powering On:
After powering on, or after
power interruption the
terminal will display the
VMAC menu.
03/31/17 16:00
SOFTPAY

Navigating the erminal
4
Function Keys:
Use function keys to
select from the menu.
03/31/17 16:00
Sale
Settlement
Void
O
P
E
N
Batch:
Displays when batch
is open.
CS
Hot Key Functions:
Use hot keys beneath
the display to select
additional functions. 1234
Command Keys:
Use command keys to
Direct terminal.
ENTER KEY:
Press to continue
BA KSPA E KEY:
Remove incorrect value
AN EL KEY:
Return to main menu
Smartcard Reader:
Insert card face up
with chip towards
terminal .

Adding Static IP Address
If your POS terminal communication method is internet and you have assigned a Static IP Address, you must enter the address
information into the terminal before first use. ( ontact your IT support if needed).
Press ØThis column intentionally left blank
Press F2 ommServer
Press Purple Key under
Press F2 IP
Press F3 Edit
Press F1 Static
Press F2 Next
Press F3 Edit
Type Static IP address (press 1 then Alpha for period) press ENTER
Press F2 Next
Press F3 Edit
Type Subnet Mask (press 1 then Alpha for period) press ENTER
Press F2 Next
Press F3 Edit
Type Gateway IP Add (press 1 then Alpha for period) press ENTER
Press F2 Next
Press F3 Edit
Type DNS1 IP Address (press 1 then Alpha for period) press ENTER
Press F2 Next
Press F3 Edit
Type DNS2 IP Address (press 1 then Alpha for period) press ENTER
Press F4 Exit
Save hanges? Press F1 Yes
Press Ø
Press F3 SOFTPAY-PAYT
5
S OP!

EMV Chip echnology and Contactless Payments
WHA IS EMV CHIP ECHNOLOGY?
(EMV) Europay, Master ard, Visa is a global standard for interoperability between chip based payment
applications and acceptance terminals for secure credit and debit payments. All EMV cards (smartcards) are the
same size and thickness as magstripe cards and are embedded with a micro computer chip that stores information
required to authenticate, authorize, and process transactions, increasing security and reducing fraud. When the
card is inserted into a POS terminal a metal contact in the reader provides power to the microchip and then both
devices are able to communicate.
CON AC PAYMEN S
Your Verifone terminal supports smartcard contact payments. When a customer presents a smartcard you should
initiate a sale and then pass the terminal to the customer (where practical, or if you do not have an attached PIN
pad). The customer should insert their card into the chip reader at the bottom of the terminal where it will remain
until the transaction is complete. Your terminal will instruct the customer when to remove their card.
CON AC LESS PAYMEN S
Your Verifone terminal may also support contactless payments. Some customers may present a dual interface card
(a card capable of both contact and contactless transactions), a fob, or may want to use their mobile phone to pay.
You should initiate a sale and them pass the terminal to the customer, when the contactless symbol is displayed
the customer will tap or hold their contactless device above the display, your terminal will process the transaction
the same as if a card were inserted. In most cases a separate PIN pad may be attached to your terminal allowing
your customers to complete contact or contactless transactions with a customer facing device.
CUS OMER VERIFICA ION ME HODS
Depending on the card, customer identity verification is completed with either a customer signature on the receipt
or by the customer entering a PIN number. Your terminal will recognize the card and prompt you and the customer
to follow the required verification process.
FORGO EN PINS
If a customer has forgotten their PIN, instruct them to contact their card-issuing bank to have their PIN reset. You
should ask for another payment method to complete the sale.
RESOLVING LOCKED PINS
If the wrong PIN has been entered too many times in a row the PIN will lock and render the card temporarily
unusable. Your terminal display will inform you whether the transaction can be completed using a signature or if
the customers needs to provide a different method of payment. Instruct the customer to contact their card-issuing
bank to unlock the PIN.
MAGNE IC S RIPE CARDS
You can continue to accept cards that do not have an embedded micro chip (magnetic stripe only). All smartcards
will also be embedded with a magnetic stripe to meet international requirements as well as fall back for some cards
where the chip has malfunctioned and a swipe of the card is allowed.
6

Integrated Contact/Contactless Chip Card ransactions
CON AC PAYMEN S
When a customer presents a chip card, you should initiate a sale and then pass or turn the POS terminal to the
customer* (if you do not have an external PIN pad). The customer inserts their card into the chip reader at the
bottom of the terminal where it should remain until the transaction completes. Your terminal will instruct the customer
when to remove their card and return the terminal to you. Follow the prompts to complete the sale. This ensures that the
card never leaves the customer’s possession.
*Where practical
ONTA T HIP ARD TRANSA TION
CON AC LESS PAYMEN S
When a customer presents a contactless device (card, fob, phone), you should initiate a sale and at the contactless
symbol instruct your customer to tap or hold their device next to or above the terminal and follow terminal prompts. In
many cases, a separate PIN pad can be attached to your terminal, for customer convenience. As an added security
measure, transaction amounts over a pre-set threshold will require a card insert or swipe.
ONTA TLESS HIP ARD TRANSA TION
7
1. INSERT ARD 2. FOLLOW PROMPTS 3. REMOVE ARD
1. LOOK FOR ONTA TLESS SYMBOL 2. TAP OR HOLD 3. OMPLETE SALE
ONTA TLESS SYMBOL

Performing ransactions
CREDI CARD SALE (CON AC /CON AC LESS):
TERMINAL DISPLAY OPERATOR A TION
Date & Time
Sale
Settlement
Void
Amount:
$ 0.00
Type Sale Amount Press ENTER
Sale
Total: $ 0.00
Pass Terminal
to ustomer
Press ENTER and pass or turn terminal to customer
(Where Practical)
Press ENTER
Sale
$
ard Entry/Acct #:
Tap or Hold ontactless ard, Fob, Phone
Insert ard (Swipe if no chip)
Sale
Total:
$
Press F1 Yes
Press F2 No
Transmitting...Receiving
Remove ard
Remove ard from Terminal
Sale
Total:
$
Return Terminal
to lerk
Press ENTER
Prt ustomer opy? Press F1 Yes
Press F2 No
8
Yes
No
Press F2 Sale
OR
OR
Yes
No
0.00
0.00
0.00

DEBI CARD SALE (CON AC /CON AC LESS):
TERMINAL DISPLAY OPERATOR A TION
Date & Time
Sale
Settlement
Void
Amount:
$ 0.00
Type Sale Amount Press ENTER
Sale
Total: $ 0.00
Pass Terminal
to ustomer
Press ENTER and pass or turn terminal to customer
(Where Practical)
Press ENTER
Sale
$
ard Entry/Acct #:
Tap or Hold ontactless ard, Fob, Phone
Insert ard (Swipe if no chip)
VISA / MASTER ARD DEBIT
US DEBIT
Press F1 for Signature Debit
Sale
Total:
$
Press F1 Yes
Press F2 No
Transmitting...Receiving
Remove ard
Remove ard from Terminal
Sale
Total:
$
Return Terminal
to lerk
Press ENTER
Prt ustomer opy? Press F1 Yes
Press F2 No
9
Press F2 Sale
Yes
No
OR
0.00
OR
Yes
No
0.00
0.00

PIN/SIGNA URE DEBI CARD SALE (CON AC /CON AC LESS):
TERMINAL DISPLAY OPERATOR A TION PIN PAD DISPLAY USTOMER A TION
Date & Time
Sale
Settlement
Void
Press F2 Sale WEL OME No Action
Amount:
$ 0.00
Type Sale Amount Press
ENTER
WEL OME No Action
Sale
$
ard Entry/Acct #:
No Action $0.00
Insert, Tap or
Swipe ard
ustomer Inserts ard or Taps
ard, Fob, Phone on PIN pad
No Action VISA / MASTER ARD DEBIT
US DEBIT
Press F1 for Signature
Press F2 for PIN Entry
F1 Signature Selected:
Sale
Processing...
No Action DO NOT
REMOVE ARD
No Action
Sale
Smith/John
Total: $0.00
Please Wait...
No Action REMOVE ARD
ustomer Removes ard
Sale
Prt ust opy
Press F1 Yes
Press F2 No
WEL OME
F2 PIN Selected:
Sale
Smith/John
Total: $0.00
Waiting for PINPAD
No Action ENTER PIN & OK
ustomer Types PIN number,
then presses ENTER
Sale
Smith/John
Total: $0.00
Please Wait...
No Action REMOVE ARD
ustomer Removes ard
Sale
Prt ust opy
Press F1 Yes
Press F2 No
WEL OME
10
0.00

CREDI /DEBI CARD SALE (HAND KEYED):
TERMINAL DISPLAY OPERATOR A TION
Date & Time
Sale
Settlement
Void
Press F2
Sale
Amount: $0.00
Type Sale Amount Press ENTER
Sale
Total: $ 0.00
Pass Terminal
to ustomer
Press ENTER
Sale
Total: $ 0.00
ard Entry/Acct #:
Type ard Number Press ENTER
Exp Date (MMYY): Type Expiration Date Press ENTER
Sale
Total:
$ $ 0.00
Press F1 Yes
Press F2 No
Sale
Total: $ 0.00
V- ode
Type VV2 from back of card Press ENTER
Sale
Total: $ 0.00
Address
Type Street # of Address Only Press ENTER
Sale
Total: $ 0.00
Zip ode
Type 5 Digit Zip ode Press ENTER
Transmitting...Receiving
Approved XXXXXX
No Action While Processing
Sale
Prt ust opy?
Press F1 Yes
Press F2 No
11
Yes
No
Yes
No

VOID/AU HORIZA ION REVERSAL:
TERMINAL DISPLAY OPERATOR A TION
Date & Time
Sale
Settlement
Void
Press F3 Void
Void
Void Last Trans?
Void
Retrieve By:
Press F1 Inv #
Void
Invoice Number:
Type Invoice Number Press ENTER
Void
Inv #: X
VISA
Sale
XXXX
$ 0.00
Transmitting...Receiving
Approved XXXXXX
No Action While Processing
Void
Prt ust opy?
REPRIN :
TERMINAL DISPLAY OPERATOR A TION
Date & Time
Sale
Settlement
Void
Press
Refund
Auth Only
Force
Reprint
Press F3 Reprint
Press F2 for Last Receipt
Press F3 for Any Receipt
(Follow additional prompts for any receipt)
12
1
Press F1 Yes (to void last transaction)
Press F2 No (to retrieve by invoice or acct number)
Yes
No
Yes
No
Next
Inv#
Acct#
Press F1 Yes
Press F2 No
Press F3 Next
Yes
No
Press F1 Yes
Press F2 No
REPRINT
Last Receipt
Any Receipt

REFUND:
TERMINAL DISPLAY OPERATOR A TION
Date & Time
Sale
Settlement
Void
Press
Refund
Auth Only
Force
Reprint
Press F1 Refund
Refund
Amount: $
Type Refund Amount Press ENTER
Sale
Total: $ 0.00
Pass Terminal
to ustomer
Press ENTER and pass or turn terminal to customer
(Where Practical)
Press ENTER
Refund
$
ard Entry/Acct #:
Tap or Hold ontactless ard, Fob, Phone
Insert ard (Swipe if no chip)
(Follow Additional Prompts if Hand-Keyed)
Sale
Total:
$
Press F1 Yes
Press F2 No
Refund
Smith/John
Total: $0.00
Remove ard
Remove ard from Terminal
Sale
Total:
$
Return Terminal
to lerk
Press ENTER
Refund
Prt ust opy?
13
0.00
1
Press F1 Yes
Press F2 No
Yes
No
0.00
OR
0.00
OR
0.00

FORCE: WARNING: Do not use this function without a valid Authorization Code
TERMINAL DISPLAY OPERATOR A TION
Date & Time
Sale
Settlement
Void
Press
Refund
Auth Only
Force
Reprint
Press F3 Force
Force
Amount: $
Type Sale Amount Press ENTER
Force
Total: $ 0.00
Pass Terminal
to ustomer
Press ENTER
Force
$
ard Entry/Acct #:
Type ard Number Press ENTER
Force
ExpDate (MMYY):
Type Expiration Date Press ENTER
Force
Total:
$
Press F1 Yes
Press F2 No
Force
Total:
Appr ode:
Type Bank Issued Authorization ode Press ENTER
Force
Prt ust opy?
14
1
Press F1 Yes
Press F2 No
0.00
0.00
0.00
Yes
No

BA CH REVIEW:
TERMINAL DISPLAY OPERATOR A TION
Date & Time
Sale
Settlement
Void
Press Reports
REPORTS
Totals Report
Detail Report
lerk Reports
Press
Batch Review
Batch History
Terminal Rpts
EMV Parms
Press F1 Batch Review
BAT H REVIEW
Totals Review
Detail Review
Press F2 Totals Review
Press F3 Detail Review
REPOR S:
TERMINAL DISPLAY OPERATOR A TION
Date & Time
Sale
Settlement
Void
Press Reports
REPORTS
Totals Report
Detail Report
lerk Reports
Press F1 Totals Report
Press F2 Detail Report
Press F3 lerk Reports
SE LEMEN : (END OF DAY)
TERMINAL DISPLAY OPERATOR A TION
Date & Time
Sale
Settlement
Void
Press F3 Settlement
Settlement
Sales:
Refunds:
Total:
Enter to onfirm
Press ENTER
Settlement Response
OK XXX XXX XXXX
Settle Successful
Settlement Report Prints
No Action Required
15
4
1
$ 0.00
$ 0.00
$ 0.00
4

Additional ransaction
Prompts
Some transactions may require
additional information to
complete.
Access Tip Functions
orporate /Business ard Functions
hanging the Date & Time
Multi-Merchant Functionality
When more than one merchant
is programmed into your
terminal, you must select
the appropriate merchant
before initiating the transaction.
Clerk/Server Setup
Accessible through the
main menu, the clerk/server
setup feature allows you
to manage ID's and passwords
TERMINAL DISPLAY OPERATOR A TION
Date & Time
Sale
Settlement
Void
1 =
Merchant Name
Scroll to your merchant name by using
the F keys to the right of the display and
press F3 to select or press [ENTER]
Add lerk/Server
Log On/Off lerk Server
Delete lerk/Server
Modify lerk/Server
lear lerk/Server
16
ommercial/Purchase cards may
require you to enter sales
tax/customer number. The total
amount of your transaction should
include tax. When prompted Tax
Exempt Yes or No, select No (unless
the sale is tax exempt). Enter the
sales tax amount. The receipt will print
the item amount and sales tax amount
separately. If prompted for customer
number and the cardholder does not
have a number for you to enter, use
MM/YY.
Press the more key twice, press F3
Other Setup. Type the password
1AA66831 [A=Alpha Key]. Press the
more key twice, press F2 Date/Time
and follow the prompts.
2
Press to access TIPS. Press the
corresponding F key to retrieve the
transaction and follow the prompts.
Use this function to add new clerks or
servers to your terminal. You will be
prompted to create an ID and a
password for each new clerk/server.
The clerk/server ID may be up to four
digits in length and the password may
be 5-10 digits in length.
Use this function to remove a
single clerk/server from the
terminal.
This function allows modification
of a cash tip amount or a
clerk/server’s password.
Use this function to log on
clerks/servers as their shifts
begin, and log them off at
the end of their shift.
This function is used to clear clerk/server
cash totals from the clerk/server’s internal
totals file.

Merchant Responsibilities:
Print a report or perform a batch review to verify the transactions in your terminal or software. lose your batch daily to
ensure you are charged the lowest interchange rates and your funds will deposit in a timely manner. Merchants using
telephone touch-tone capture do not have to manually close the batch.
Insert, tap or swipe all cards. If your terminal cannot read a card, you must imprint the card on a manual imprinter call
for a voice authorization and have the cardholder sign the imprinted draft.
1. Maintain a manual imprinter, merchant plate and a supply of sales drafts. his is your backup system.
2. Do not accept a credit card before its valid from date, or after its expiration date, on the card. Do not accept a
credit card that is not signed.
3. Maintain your terminal and printer to insure legible sales draft receipts. Keep copies of credit card receipts, for a
minimum of 18 months. Store receipts in a secure location.
4. If you are using point of sale software, you must have the latest updates installed to secure card data. If connected
to the internet you must maintain a firewall between your POS software and the internet.
5. Do not store the 3-digit security code (V- ode) with the card number and expiration date.
6. Respond within 7 days to all retrieval requests for a copy of a sales draft.
7. all your voice authorization number and ask for a “code 10” if you are suspicious of a card or cardholder.
8. Authorizations are good for 7 days only. If you have not submitted authorized transactions within 7 days you must
re-authorize.
9. If you wish to close your merchant account you must submit a closure letter with the name of your business, your
merchant number, a brief closure statement and it must be signed by the principal who opened the account.
Inform Acumen of any of the following:
1. hecking account changes
2. Address change
3. Ownership or Incorporation changes
4. Telephone or internet system changes
5. If you process transactions through a payment gateway other than Acumen, you must inform them separately of any
checking account changes.
ransaction Holds:
Your merchant account has an established high monthly volume and high ticket amount. If you process a transaction in
excess of the high ticket amount the transaction may be held by the processor. We will notify you within 24 hours of any
holds and request additional information about the transaction including but not limited to:
1. ustomer invoice (showing service or product)
2. ardholder contact information including telephone number
3. Merchant bank statement (summary pages only)
To satisfy our banks risk mitigation, you must supply the requested information in order for the transaction to be
released.
17

Alternate Authorization:
Should your terminal or software at any time become inoperable, or if the authorization network is unavailable, follow the
steps below to continue accepting credit/debit cards for payment.
1. Should your terminal become inoperable, you must call the Voice Authorization enter to obtain authorization for a
transaction. If the card is present, you must make an imprint of the card using your manual imprinter. When your
terminal is repaired or replaced you will need to capture your voice-authorized transactions, by following the Force
or Offline procedure listed in this user guide.
2. Should your software become inoperable, you must call the Voice Authorization enter to obtain authorization for a
transaction. Please consult your software manual to capture a voice-authorized transaction in your software. If the
card is present, you must make an imprint of the card using your manual imprinter.
These steps are necessary for your protection, and your ability to continue to accept credit cards for payment. You must
have and maintain.
1. An Imprinter
2. Sales drafts
3. Proper merchant plate for your imprinter
If you do not have any of these please contact the Help-Desk number located on the cover of this user guide.
First View Setup: (Access your merchant statement online)
To access your Merchant Statement, Authorization, Settlement, and hargeback reports for your merchant account, you
must complete setup of the First View online reporting tool. Please follow the below instructions for access to First View.
1. Go to www.firstview.net
2. Enter the User Name for your account
3. Enter the Password
4. Select Login
You will be prompted to enter user setup information including a new user name, password and security questions.
Once complete you will no longer use the below information to login to your First View account.
USERNAME PASSWORD
Payment Card Industry Data Security Standards – PCI DSS (What it means to you)
By keeping your systems secure your customers can trust you with their sensitive payment card information. When you
stay compliant with the payment brands security standards you join the global response to fighting payment card data
compromise. Merchants are highly encouraged to visit www.pcisecuritystandards.org to obtain the latest Requirements
and Security Assessment Procedures.
Acumen onnections has partnered with Security Metrics a leading provider of P I DSS audit and scanning
services. After approval and setup of your merchant account, you will receive an email from Security Metrics, select the
embedded link and establish a password for your account. Follow the prompts to complete your audit, SAQ and if
necessary a network scan. After successfully validating your compliance you can download a copy of your Attestation of
ompliance (AO ) for your records. Validating your compliance must be performed once a year and you will receive an
email notification from Security Metrics when your due date is near.
Please contact us if you need assistance with completing validation.
18