Westpac EFTPOS 1 User manual

EFTPOS 1
User guide

EFTPOS 1 USER GUIDE
Contents
1 Introduction�����������������������������������������������������������������������������������������������������������������1
1.1 Merchant responsibility for equipment and materials provided ...................................... 1
1.2 Cancellation of facility......................................................................................................... 1
1.3 Damaged, lost or stolen equipment .................................................................................. 1
1.4 Merchant receipts................................................................................................................ 1
2� Getting Started �����������������������������������������������������������������������������������������������������������2
2.1 Using the Touch Screen ...................................................................................................... 3
2.2 Keyboard Layout ................................................................................................................. 3
2.3 Terminal Display .................................................................................................................. 4
2.4 Charging your terminal ....................................................................................................... 5
2.5 Manual Start and Shutdown................................................................................................ 6
2.6 Terminal maintenance ......................................................................................................... 6
3� Procedures�������������������������������������������������������������������������������������������������������������������7
3.1 Terminal Display .................................................................................................................. 7
3.2 Main Menu ........................................................................................................................... 7
3.3 Contactless Transactions .................................................................................................... 7
3.4 Chip Card transactions........................................................................................................ 8
3.5 Magnetic Stripe transactions .............................................................................................. 8
3.6 Cancelling a transaction...................................................................................................... 9
4 Transaction Procedures���������������������������������������������������������������������������������������������10
4.1 How to process a Purchase transaction ............................................................................10
4.2 How to process a Purchase with Cash Out transaction....................................................16
4.3 How to process a Cash Out only transaction................................................................... 20
4.4 How to process a Refund transaction................................................................................24
4.5 How to process a Purchase with Tip transaction. ............................................................ 30
4.6 MOTO ................................................................................................................................ 36
5 Electronic Fallback ����������������������������������������������������������������������������������������������������40
5.1 Authorisation Number Required .......................................................................................41
6 Settlement and Reports��������������������������������������������������������������������������������������������42
6.1 Settlement ......................................................................................................................... 42
6.2 Auto Settlement ................................................................................................................ 42
6.3 Manual Settlement ............................................................................................................ 43
6.4 Inquiry ................................................................................................................................ 44
6.5 Subtotals Report................................................................................................................ 45
Contact Details
Westpac Merchant Helpdesk
• Service, Sales and Support
• Terminal Difficulties
• Stationary Orders
1800 066 244
Cardholder Behaving Suspiciously
Note: If one of our operators asks you to retain a card, please
ensure your personal safety first.
Do not comply with the request if you or anyone else is placed
at risk.
132 415 Extension 500

EFTPOS 1 USER GUIDE EFTPOS 1 USER GUIDE
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1 Introduction
The EFTPOS 1 terminal lets you process online transactions 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
relevant Charge Card Provider.
The features of EFTPOS 1 include:
• Process Purchases
• Process Purchases with Cash Out for Debit Cards
• Process Refunds
• Process Mail/Telephone Order (MOTO) and E-Commerce Transactions
• Process Cash Out Transactions for Debit Cards
• Process Purchase with Tip
*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.
1�1 Merchant responsibility for equipment and materials provided
Terminals and equipment (where supplied by us), plus any unused stationery and
promotional material 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 (Personal Identification Number).
1�2 Cancellation of facility
If your merchant facility is cancelled for any reason, you need to return the equipment and
materials to us. To do this, call the Merchant Helpdesk on 1800 066 244 . You must return all
equipment and materials within five business days of our request.
Fees and charges will continue to be charged until the equipment is returned to the bank as
instructed.
1�3 Damaged, lost or stolen equipment
If equipment is damaged, lost or stolen, you will be charged for its replacement.
1�4 Merchant receipts
You need to retain all merchant receipts printed in a secure manner for reconciliation and
in case of terminal failure. Refer to Section 14.0 Records in the Merchant Business Solutions
Card Acceptance by Business brochure.
You must provide customers with a receipt unless they request otherwise.
7 Settings����������������������������������������������������������������������������������������������������������������������48
7.1 Merchant Password ........................................................................................................... 48
7.2 Reprint Receipt ...................................................................................................................51
7.3 Power Save......................................................................................................................... 52
7.4 Surcharging........................................................................................................................ 53
8 Network Configuration ���������������������������������������������������������������������������������������������54
8.1 Ethernet Setup................................................................................................................... 54
8.1.2 Edit Ethernet Network ...................................................................................................... 56
8.1.3 Disable Ethernet Function .................................................................................................59
8.2 Enabling WiFi......................................................................................................................61
8.2.1 Scan for WiFi...................................................................................................................... 63
8.2.2 Edit WiFi Network ............................................................................................................ 66
8.2.3 Disable WiFi Function ........................................................................................................72
9 Glossary ���������������������������������������������������������������������������������������������������������������������74
10 Troubleshooting ��������������������������������������������������������������������������������������������������������75
10.1 Response Codes.................................................................................................................75
10.2 Hardware Faults................................................................................................................. 77

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2. Getting Started
The EFTPOS 1 terminal is a complete unit that includes:
• EFTPOS 1 terminal
• Terminal base
• Paper rolls
• Cables (Ethernet and phone)
• Power supply
2ABC 3DEF X1ZQ
5JKL 6MNO 4GHI
8dfh 9WXY 7PRS
0 - SP #
, ‘ “
VX 690
Cancel
Clear/Back
Enter
2�1 Using the Touch Screen
The EFTPOS 1 terminal has a colour touch screen. To navigate using the touch screen, follow
the prompts and press the option on the screen to make a selection.
2�2 Keyboard Layout
Key Title Symbol Key Purpose
Enter This button on the terminal keypad is used to accept data entry
or proceed with a function and is the same as using the SELECT
or OK buttons displayed on the touch screen. This button is also
used to power on the terminal when held down for 10 seconds.
Clear/Back This button on the terminal keypad is used for clearing entered
data or moving back to the previous screen and is the same
as using the CLEAR or BACK buttons displayed on the touch
screen.
Cancel This button on the terminal keypad is used to cancel the current
function and return to the home screen and is the same as using
the CANCEL or NO buttons displayed on the touch screen. This
button is also used to power off the terminal when held down
for 10 seconds.

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2�3 Terminal Display
Key Title Symbol Key Purpose
Mobile signal The number of bars indicates strength of the mobile
communications signal
No Mobile
signal
Mobile communication is not connected.
WiFi Number of bars indicates signal strength of the WiFi
Connection
No WiFi WiFi configured but not connected
Bluetooth Bluetooth connected
No Bluetooth Bluetooth not connected
Ethernet Ethernet connected
No Ethernet Ethernet not connected
Battery Internal battery power level displayed when terminal
is not connected to a power supply.
Battery low Battery symbol will turn red to indicate when
terminal power is low
Battery
charging
Battery symbol will turn green when the terminal is
plugged into a power supply and is charging
2�4 Charging your terminal
There are two options available to charge your terminal, either through connecting the power
source directly to the terminal or via the terminal base:
i) Connecting base station to power
1. Insert the power cable into the power port on the terminal base.
2. Plug the AC power cord into a wall outlet or a surge protected power board.
3. Place terminal on the base to begin charging.
ii) Alternate charging method
1. Insert the power cable to the power port found on the side of the terminal.
2. Plug the AC power cord into a wall outlet or a surge protected power board.
Note: It is recommended that you charge your terminal through the terminal base as this will
enable you to quickly return your terminal to charge mode between uses.

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2�5 Manual Start and Shutdown
i) Terminal Start-up
When placed on the base, the EFTPOS 1 terminal will automatically turn on. To turn on the
terminal manually, hold the key down for 10 seconds until the start-up screen is displayed
on the terminal.
ii) Terminal Shutdown
Hold the key down for 10 seconds until the terminal displays the shutdown verification
screen. Keep holding the key until the EFTPOS 1 terminal shuts down. (The terminal must
be unplugged from the power supply or removed from the base before attempting a manual
shut down)
2�6 Terminal maintenance
To keep your terminals software up to date, the bank will automatically download any
updates to your terminal on a regular basis. You need to allow updates to complete in order
to have the latest configuration and software. Ensure that your terminal is powered on and
has connectivity to the bank.
Generally, this download will occur overnight and will take a minute or two, however a full
software download can take 10 to 15 minutes.* To let this download occur, your terminal will
need to be kept switched on and be able to communicate with the bank.
If your terminal is unable to connect to the banks system at its scheduled time, it will
automatically try again at a later stage.
*Note: This depends on the connection type that is used by the terminal.
3. Procedures
3�1 Terminal Display
Menu
Tuesday 24 June 2014
The terminal display shows information such as the battery strength, connection strength,
date and time.
The main menu can be accessed via the idle screen by pressing the “Menu” key, then using
the on-screen touch keys to navigate through the main menu items.
3�2 Main Menu
Note: Main menu items listed may differ depending on the features enabled on your terminal.
1. Cash Out
2. Refund
3. MOTO
1. Settlement
2. Reprint Receipt
3. Load Params
1. Stationery Order
2. Utility
3. Setup
4. Functions
To choose a main menu item:
i) Press the menu item using the touch screen, or;
ii) Enter the number of the menu item using the keypad.
3�3 Contactless Transactions
The EFTPOS 1 terminal is fitted with an in-built contactless card reader, mounted behind the

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screen, which enables the terminal to process contactless card transactions.
1. When prompted by the terminal, position the contactless card above the terminal
screen.
2. Await the confirmation beeps before removing the card.
3�4 Chip Card transactions
The EFTPOS 1 terminal supports chip card transactions.
The chip card reader is located at the bottom of the terminal below the keypad.
1. Position the chip card with the chip facing upward and toward the terminal.
2. Insert the chip card into the chip card reader slot in a smooth, continual motion as far
as it can go.
3. The card should remain inserted in the terminal until the transaction is complete, and
the terminal prompts to remove it.
4. If there is an error with reading the chip on the card the terminal may prompt you to
swipe the card.
3�5 Magnetic Stripe transactions
The EFTPOS 1 terminal supports magnetic stripe transactions.
The magnetic stripe reader is located on the right hand side of the terminal.
1. Position a magnetic stripe card in the card reader with the stripe facing inward, towards
the keypad.
2. To ensure a proper read of the magnetic stripe card, please insert the magnetic stripe
card from the top of the unit.
3. Swipe the card smoothly through the magnetic card reader.
4. If there is no response from the terminal, or CARD ERROR message is displayed, swipe
the card again. You may be required to swipe faster or slower.
Note: If you have attempted to swipe a chip card the terminal will prompt you to insert the
card (See Section 3.4: Chip Card transactions).
3�6 Cancelling a transaction
Cancel Key
To cancel a transaction during processing, press the key on the terminal.

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4 Transaction Procedures
4�1 How to process a Purchase transaction
Step Terminal Display Action
1
Menu
Tuesday 24 June 2014
To initiate a Purchase transaction:
1) Press any key on the terminal keypad to begin
entering the purchase amount.
2
Accept Amount
Purchase Amount
AUD 5.00
Enter the purchase amount, e.g. $5 = 500.
If a correction is required press the key to
remove the last number entered, or the key to
return to the idle screen.
Press the touch screen or the key to proceed.
3
Leave empty to Skip
Total Amount
AUD 5.00
AUD 0.00
Enter Cash Out
Press the touch screen or the key to proceed
without Cash Out for a purchase-only transaction.
Step Terminal Display Action
4
Leave empty to Skip
Total Amount
AUD 5.00
AUD 0.00
Enter Tip
Press the touch screen or the key to proceed
without Tip for a purchase-only transaction.
5
Insert/Swipe
card
Tap card
Total Amount
AUD 5.00
Insert
/
Swipe
/Swipe/
card
Tap card
Total Amount
AUD
5
.00
Allow your customer to insert, swipe or tap
their card (See Section 3: Card Presentation
Procedures).
6
1. Cheque
2. Savings
3. Credit
Select Account
For magnetic stripe and chip cards, select the
required account on the touch screen, or press 1,
2 or 3.
Note: The accounts offered on this screen will
change depending on the type of card presented.

EFTPOS 1 USER GUIDE12 EFTPOS 1 USER GUIDE 13
Step Terminal Display Action
7
Signature
PIN or Enter
Total Amount
AUD 5.00
The cardholder can now enter their Personal
Identification Number (PIN). Once entry is
complete the cardholder can press the touch
screen or the key.
Note: If the customer does not wish to enter a PIN
it can be bypassed for certain card types by leaving
the PIN blank and pressing the touch screen or the
key.
8
Please Wait
The terminal will connect to the bank and begin
processing the purchase.
9
Remove Card
If a chip card was inserted and is yet to be
removed, this prompt will appear. Remove the card
at this prompt.
The terminal will beep as a reminder if the card is
not removed.
Step Terminal Display Action
10
Approved
The terminal will now begin printing the receipt
and display the transaction result.
<Declined Reason>
Press ENTER Key
11
Signature
required
If a signature is required, remove the card from the
terminal and have the customer sign the receipt.
Note: Signature will still be required for some cards
(for example signature-only cards, payment cards
that do not have a chip and some international
cards). Your terminal will be able to process these
cards as normal.

EFTPOS 1 USER GUIDE14 EFTPOS 1 USER GUIDE 15
Step Terminal Display Action
12
YesNo
Signature ok?
If the signature on the receipt matches the
signature on the card, touch the “Yes” button on
the touch screen or press the key to confirm.
Otherwise touch the “No” button on the
touch screen or press the key to cancel
the transaction.
13
Signature
Approved
One of the following screens will be displayed
depending on signature approval/decline.
Signature
Declined
Press ENTER Key
Step Terminal Display Action
14
YesNo
Print Customer
Receipt?
Press the “Yes” button on the touch screen or the
key to print a customer copy.
If not required, press the “No” button on the touch
screen or the key.
15
Printing...
Wait for printer
If you have elected to print a receipt, the screen
will display a picture of a printer to indicate it is
printing a customer receipt.
Note: Before completing the purchase, check that the transaction was approved. If the
transaction is declined, the terminal will beep for two seconds and display an error message
giving the reason. An explanation of the error code is available in Section 10.

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4�2 How to process a Purchase with Cash Out transaction
If enabled, your terminal can process purchase transactions with cash out, available from
cheque or savings accounts only.
Step Terminal Display Action
1
Menu
Tuesday 24 June 2014
Press a number on the terminal keypad to begin
entering the purchase amount and proceed to
Step 2.
2
Leave empty to Skip
Total Amount
AUD 5.00
AUD 0.00
Enter Cash Out
Enter the purchase amount, e.g. $5 = 500.
If a correction is required press the key to
remove the last number entered or the key to
return to the idle screen.
Press the key to proceed.
3
Leave empty to Skip
Total Amount
AUD 5.00
AUD 1.00
Enter Cash Out
Key in cash out amount and press the touch screen
or the key.
The Cash Out amount may be left at $0.00 by just
pressing the key.
Note: Cash Out is only available on cheque and
savings accounts.
Step Terminal Display Action
4
Insert/Swipe
card
Tap card
Total Amount
AUD 6.00
Insert
/
Swipe
/Swipe/
card
Tap card
Total Amount
AUD
6
.00
Insert or swipe the customer’s card (See Section 3:
Card Presentation Procedures).
5
1. Cheque
2. Savings
3. Credit
Select Account
Select the required account (Cheque or Savings)
on the touch screen or press the key.
6
Signature
PIN or Enter
Total Amount
AUD 6.00
The cardholder can now enter their Personal
Identification Number (PIN).
Once entry is complete, the cardholder can press
the touch screen or the key.

EFTPOS 1 USER GUIDE18 EFTPOS 1 USER GUIDE 19
Step Terminal Display Action
7
Please Wait
The terminal will connect to the bank and begin
processing the purchase.
8
Remove Card
If a chip card was inserted and is yet to be
removed, this prompt will appear.
Remove the card at this prompt.
The terminal will beep as a reminder if the card is
not removed.
Step Terminal Display Action
9
Approved
The terminal will now begin printing the receipt
and display the transaction result.
<Declined Reason>
Press ENTER Key
10
YesNo
Print Customer
Receipt?
Select “Yes” on the touch screen or press the
key to print a customer copy.
If not required, select “No” on the touch screen or
press the key.

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Step Terminal Display Action
11
Printing...
Printing of customer receipt will begin.
4�3 How to process a Cash Out only transaction
If Cash Out is enabled on the terminal, customers can be given cash out. Cash is available
from Cheque and Savings accounts only.
Note: For information on how to enable Cash Out please refer to Section 4.2.
Step Terminal Display Action
1
1. Cash Out
2. Refund
3. MOTO
On the main menu navigate to and select
Cash Out and press the touch screen or enter
the number of the menu item using the keypad.
Step Terminal Display Action
2
Accept Amount
Cash Out Amount
AUD 6.00
Key in the cash out amount, e.g. $45 = 4500.
If a correction is required, press the touch screen
or the key to remove the last number entered,
or press the key to return to the idle screen.
Press the touch screen or the key to continue.
3
Insert card
Swipe card
Total Amount
AUD 5.00
If the purchase was not initiated by swipe/insertion
of a card this screen will be displayed.
Insert or swipe the customer’s card (See Section 3:
Card Presentation Procedures).
4
1. Cheque
2. Savings
3. Credit
Select Account
Select the required account Cheque or Savings
and press the touch screen or the key.
Note: Cash Out is only available on cheque and
savings accounts.

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Step Terminal Display Action
5
Signature
PIN or Enter
Total Amount
AUD 6.00
The cardholder can now enter their Personal
Identification Number (PIN).
Once entry is complete the cardholder can press
the touch screen or the key.
6
Please Wait
The terminal will connect to the bank and begin
processing the Cash Out.
7
Remove Card
If a chip card was inserted and is yet to be
removed, this prompt will appear.
Remove the card at this prompt.
The terminal will beep as a reminder if the card is
not removed
Step Terminal Display Action
8
Approved
The terminal will print the receipt and display the
transaction result.
<Declined Reason>
Press ENTER Key
9
YesNo
Print Customer
Receipt?
Select “Yes” on the touch screen or press the
key to print a customer copy.
If not required, select “No” on the touch screen or
press the key.

EFTPOS 1 USER GUIDE24 EFTPOS 1 USER GUIDE 25
Step Terminal Display Action
10
Printing...
Wait for printer
If you have elected to print a receipt, the screen
will display a picture of a printer to indicate it is
printing a customer receipt.
4�4 How to process a Refund transaction
If a customer returns a purchase, or if an incorrect amount was charged, a refund can be
processed as follows:
Note: Refunds may only be processed where there was an initial valid transaction on the
same card.
Step Terminal Display Action
1
1. Cash Out
2. Refund
3. MOTO
Navigate through the main menu to the Refund
option and press the touch screen or enter the
number of the menu item using the keypad.
Step Terminal Display Action
2
Accept amount
Refund Amount
AUD 5.00
Key the refund amount, e.g. $5 = 500.
If a correction is required press the key to
remove the last number entered or the key to
return to the idle screen.
Press the touch screen or the key to continue.
3
MERCHANT
Enter password:
******
The terminal will now prompt for the merchant
password to be entered.
Key in the merchant password and press the touch
screen or the key.
Once the correct password is entered the terminal
will proceed to the next screen in Step 4.
Note: To obtain your Merchant Password, please
call the Merchant Helpdesk.
4
Insert/Swipe
card
Tap card
Press # for Manual
Total Amount
AUD 5.00
Insert
/
Swipe
/Swipe/
card
Tap card
Press # for Manual
Total Amount
AUD
5
.00
Insert, swipe or tap the customer’s card (See
Section 3: Card Presentation Procedures)

EFTPOS 1 USER GUIDE26 EFTPOS 1 USER GUIDE 27
Step Terminal Display Action
5
1. Cheque
2. Savings
3. Credit
Select Account
Select the required account by pressing the
appropriate button on the keypad or touch screen.
6
Signature
PIN or Enter
Total Amount
AUD 6.00
The cardholder can now enter their Personal
Identification Number (PIN).
Once entry is complete the cardholder can press
the Signature button on the touch screen or press
the key.
7
Please Wait
The terminal will connect to the bank and begin
processing the refund.
Step Terminal Display Action
8
Remove Card
If a chip card was inserted, and is yet to be
removed, this prompt will appear.
Remove the card at this prompt.
The terminal will beep as a reminder if the card is
not removed.
9
Approved
The terminal will print the receipt and display the
transaction result.
<Declined Reason>
Press ENTER Key

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Step Terminal Display Action
10
Signature
required
If a signature is required, remove the card from the
terminal and have the customer sign the receipt.
Note: Signature will still be required for some cards
(for example signature-only cards, payment cards
that do not have a chip and some international
cards). Your terminal will be able to process these
cards as normal.
11
YesNo
Signature ok?
If the signature matches the signature on the card,
select “Yes” on the touch screen or press the
key to confirm.
Otherwise, select “No” on the touch screen or
press the key.
This will cancel the transaction.
Step Terminal Display Action
12
Signature
Approved
If the signature is approved or declined the
following screens will be displayed.
Signature
Declined
Press ENTER Key
13
YesNo
Print Customer
Receipt?
Select “Yes” on the touch screen or press the
key to print a customer copy.
If not required, select “No” on the touch screen or
press the key.

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Step Terminal Display Action
14
Printing...
Printing of customer receipt will begin.
4�5 How to process a Purchase with Tip transaction�
The Tip Amount screen will only display if the tipping feature has been enabled.
You may enable or disable the tipping feature by contacting the Merchant Helpdesk.
Step Terminal Display Action
1
Menu
Tuesday 24 June 2014
To initiate a purchase with a Tip transaction ensure
Tip is enabled on your terminal.
Press a number on the terminal keypad to begin
entering the purchase amount and proceed to
Step 2.
2
Accept Amount
Purchase Amount
AUD 5.00
Enter the purchase amount, e.g. $5 = 500.
If a correction is required, press the touch screen
or the key to remove the last number entered.
To cancel press the key to return to the idle
screen.
Press the key to proceed.
Step Terminal Display Action
3
Leave empty to Skip
Total Amount
AUD 5.00
AUD 1.50
Enter Tip
Key in tip amount and press the touch screen or
the key.
The tip amount may be left at $0.00, by leaving
blank and pressing the touch screen or the key.
4
Insert/Swipe
card
Tap card
Total Amount
AUD 6.50
Insert
/
Swipe
/Swipe/
card
Tap card
Total Amount
AUD
6
.50
Insert, swipe or tap the customer’s card (See
Section 3: Card Presentation Procedures).
5
1. Cheque
2. Savings
3. Credit
Select Account
Select the required account and press the touch
screen or press the key.

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Step Terminal Display Action
6
Signature
PIN or Enter
Total Amount
AUD 6.50
The cardholder can now enter their Personal
Identification Number (PIN).
Once entry is complete the cardholder can press
the touch screen or the key.
Note: If the customer does not wish to enter a PIN
it can be bypassed for certain card types by leaving
the PIN blank and pressing the touch screen or the
key.
7
Please Wait
The terminal will connect to the bank and begin
processing the purchase.
8
Remove Card
If a chip card was inserted and is yet to be
removed, this prompt will appear.
Remove the card at this prompt.
The terminal will beep as a reminder if the card is
not removed.
Step Terminal Display Action
9
Approved
The terminal will now begin printing the receipt
and display the transaction result.
<Declined Reason>
Press ENTER Key
10
Signature
required
If a signature is required, remove the card from the
terminal and have the customer sign the receipt.
Note: Signature will still be required for some cards
(for example signature-only cards, payment cards
that do not have a chip and some international
cards). Your terminal will be able to process these
cards as normal.

EFTPOS 1 USER GUIDE34 EFTPOS 1 USER GUIDE 35
Step Terminal Display Action
11
YesNo
Signature ok?
If the signature on the receipt matches the
signature on the card, touch the “Yes” button on
the touch screen or press the key to confirm.
Otherwise touch the “No” button on the
touch screen or press the key to cancel the
transaction.
12
Signature
Approved
If the signature is approved or declined the
following screens will be displayed.
Signature
Declined
Press ENTER Key
Step Terminal Display Action
13
YesNo
Print Customer
Receipt?
Press the touch screen or the key to print a
customer copy.
If not required press ‘No’ on the touch screen or
the key.
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Printing...
If customer copy is required it will begin printing.