Westpac EFTPOS 1i User manual

EFTPOS 1i
Terminal
User Guide
Learn how to use your new terminal with this
easy-to-follow guide.

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Contents
1.0 Introducing the EFTPOS 1i Terminal.......................................................................................................... 1
What this guide will cover...........................................................................................................................................1
A brief overview of what your terminal can do ..............................................................................................1
1.2 Cancellation of facility ......................................................................................................................................................... 2
1.3 Damaged, lost or stolen equipment........................................................................................................................... 2
1.4 Merchant receipts.................................................................................................................................................................. 2
1.5 EFTPOS stationery................................................................................................................................................................. 2
Ordering stationery online........................................................................................................................................ 2
Ordering stationery by phone................................................................................................................................. 2
2.0 Setup and coniguration ............................................................................................................................... 3
2.1 Using the Touch Screen...................................................................................................................................................... 3
2.2 Using the Keypad ................................................................................................................................................................... 3
2.3 Powering up............................................................................................................................................................................... 4
Connecting base station to power........................................................................................................................4
Manual Start-up...............................................................................................................................................................4
Manual Shutdown..........................................................................................................................................................4
2.4 Loading paper .......................................................................................................................................................................... 4
2.5 Getting started ........................................................................................................................................................................4
Communication type.................................................................................................................................................... 5
2.6 Terminal setup and coniguration ............................................................................................................................... 5
2.7 Terminal pairing with base (Bluetooth).................................................................................................................... 5
2.8 Terminal coniguration.......................................................................................................................................................6
3.0 Procedures.......................................................................................................................................................... 7
3.1 Conducting Contactless Transactions...................................................................................................................... 7
3.2 Inserting a Chip Card............................................................................................................................................................ 7
3.3 Swiping a Magnetic Stripe Card .................................................................................................................................... 7
3.4 CCV Security Codes ..............................................................................................................................................................8
What is CCV? .....................................................................................................................................................................8
Where can I ind the CCV Security Code?..........................................................................................................8
Should I save CCV Security Codes?......................................................................................................................8
4.0 Everyday Functions......................................................................................................................................... 9
4.1 Purchase/Sale...........................................................................................................................................................................9
How to process a Purchase transaction.............................................................................................................9
How to process a Purchase with Cash-Out transaction. .......................................................................... 11
4.2 Cash Out......................................................................................................................................................................................13
How to process a Cash Out only transaction ................................................................................................ 13
4.3 Refund ..........................................................................................................................................................................................15
How to process a Refund transaction............................................................................................................... 15
4.4 Void a transaction .................................................................................................................................................................17
How to Void a transaction.........................................................................................................................................17
4.5 Tip Adjustment....................................................................................................................................................................... 18
How to process a Tip Adjustment ....................................................................................................................... 18
4.6 How to Process a Mail/Telephone Order/e-Commerce Transaction .................................................20
4.7 How to Process a Pre-Authorisation.........................................................................................................................22
Get in touch
• Merchant Help Desk
Service, Sales and Support
Terminal Diiculties
Stationery Orders
1300 603 266
(24 hours a day, 7 days a week.)
• Cardholder Behaving Suspiciously
132 415 Extension 500
• PCEFTPOS Support
PCEFTPOS provides the software that allows communication between your terminal and
your point of sale software.
www.pceftpos.com
02 9998 9800
Monday to Friday: 8:30am – 10:00pm (Sydney time)
Saturday: 10:00am – 5:00pm (Sydney time)
Sunday : 10:00am – 3:00pm (Sydney time)
Please have your merchant and terminal numbers ready.
Being aware of error messages you are experiencing will come in handy to ensure your issues
are resolved.

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4.8 How to Process a Completion ..................................................................................................................................... 24
Using the ROC number............................................................................................................................................. 24
Using the Authorisation number........................................................................................................................ 26
5.0 End of Day Functions ....................................................................................................................................28
5.1 Settlement................................................................................................................................................................................ 28
To enable an Automatic Settlement:................................................................................................................. 28
To process a Manual Settlement:........................................................................................................................ 28
5.2 How to print a Pre-Settlement report..................................................................................................................... 29
5.3 How to Reprint Last Settlement................................................................................................................................. 29
6.0 Standalone-Lite Mode................................................................................................................................. 30
Switching between Standalone-Lite Mode and Integrated Mode ....................................................30
6.1 Terminal Logon using Standalone-Lite Mode...................................................................................................30
6.2 Purchase using Standalone-Lite Mode....................................................................................................................31
6.3 Standalone-Lite Cash Out low....................................................................................................................................33
6.4 Standalone-Lite Refund low........................................................................................................................................ 34
6.5 Standalone-Lite Settlement low............................................................................................................................... 36
6.6 Standalone-Lite Pre-Settlement Report ................................................................................................................37
6.7 Standalone-Lite Last Settlement Report...............................................................................................................37
6.8 Standalone-Lite Duplicate/Reprint Receipt low............................................................................................. 38
6.9 Standalone-Lite Shift Totals low............................................................................................................................... 38
7.0 Glossary..............................................................................................................................................................39
8.0 Trouble shooting. ..........................................................................................................................................40
8.1 Hardware Faults ...................................................................................................................................................................40
8.2 Response Codes.................................................................................................................................................................... 41
. Introducing the EFTPOS i Terminal
What this guide will cover
This user guide will tell you all you need to know about the EFTPOS 1i terminal. As you read
you’ll become familiar with the terminal and feel comfortable operating it using this as a guide.
This guide will cover all transaction types as well as additional processes to ensure a smooth
transition to your new terminal.
A brief overview of what your terminal can do
Your new terminal enables online transactions to be processed for Debit Cards (Savings and
Cheque accounts), Credit Cards (Visa®and MasterCard®) and Charge Cards (American Express®,
Diners Club and JCB).
Your EFTPOS 1i terminal can process:
• Purchases
• Purchases with Cash Out for Debit Cards
• Refunds
• Voids
• Mail Order/Telephone Order transactions (MOTO) and eCommerce
• Cash Out transactions for Debit Cards
• Pre-Authorisation and Completion transactions (approved merchants only)
• Purchase with Tips
• Tip Addition
*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.
. Merchant responsibility for equipment and materials provided
Any hardware or equipment and any unused stationery and promotional materials supplied by
the Bank, remain the property of the Bank.
Additionally:
• You must not sell, assign or in any way encumber them.
• You cannot give 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.
It’s also important to note that your terminal must not be relocated without prior
authorisation. It must be located where customers can use the pinpad without the risk of
other people seeing them key in their PIN.

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. Setup and conguration
. Using the Touch Screen
The EFTPOS 1i 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.
. Using the Keypad
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 o the terminal when held down for 10 seconds.
. Cancellation of facility
If your merchant facility is cancelled for any reason, the equipment and materials must be returned
to us. To make arrangements for return call the Merchant Help Desk on 1300 603 266.
You must ensure that all equipment and materials are available to be returned within ive
business days of our request.
Fees and charges will continue to be incurred until the equipment is returned to the bank
as instructed.
. Damaged, lost or stolen equipment
You are responsible for your equipment. If equipment is damaged, lost or stolen, you will be
charged for its replacement.
. Merchant receipts
It’s vital that you retain all merchant receipts printed, in a secure manner for reconciliation and in
case of terminal failure.
You must provide the customer with a receipt unless he or she requests otherwise.
. EFTPOS stationery
Stationary can be ordered by the phone or online on the internet.
Please place your orders before running your stocks too low. Orders will be delivered to you
within ive business days.
Ordering stationery online
Log on to http://www.bankofmelbourne.com.au/business/payment-solutions to order stationery
online. Select stationary ordering system, which will direct you to the stationery order page on
the Bank of Melbourne website and enter the following details:
• Merchant Number (MID)
• Trading Address Postcode then:
– Select your stationery items and quantities and follow the prompts.
Ordering stationery by phone
Call the Merchant Help Desk on 1300 603 266 (available 24/7). Follow the prompts and use your
phone keypad to enter the following details:
• Select your stationery items and quantities then:
– Merchant Number (MID)
– Trading Address Postcode

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. Powering up
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
power surge.
3. Place terminal on charger to begin charging
the terminal.
Manual Start-up
Hold the green (Enter) key down for about 10 seconds until terminal displays the start-up screen.
Manual Shutdown
Hold the red (Cancel) key down for about 10 seconds until the terminal displays the shutdown
veriication screen. Keep holding the red key until the terminal shuts down. (Must be unplugged
from power supply before attempting manual shut down)
. Loading paper
1. On top of your terminal, lift and open the black paper compartment latch.
2. Position the paper roll with the end of the roll protruding from underneath the roll towards
the terminal screen.
3. Pull paper out slightly and close the cover.
. Getting started
Your EFTPOS 1i terminal arrives as a complete unit. Included in your delivery is:
• quick reference guide
• terminal
• terminal base
• paper rolls
• power supply
• cables (RS232 serial, USB and dial cables).
For any PCEFTPOS software queries, please contact the PCEFTPOS Help Desk on
02 9998 9800.
Communication type
The terminal supports PCEFTPOS IP Gateway via the POS.
In the event that your main communication method is down, the terminal will automatically
failover to 3G/GPRS backup communications.
. Terminal setup and conguration
To begin setting up your new EFTPOS 1i terminal:
1. Ensure the terminal base is connected to power.
2. Ensure the terminal base is connected to your Point of Sale (POS) via a supported
communications method.
3. Ensure the terminal is fully charged, or is sitting on the terminal base for power.
4. Ensure that your POS software is running on your Point of Sale. Please contact your Point of
Sale provider or refer to your POS Guide if further information is required.
5. Hold down the green “Enter” key found at bottom right corner of the terminal keypad, until an
audible beep is heard and/or the terminal screen powers on.
6. Follow the instructions for Bluetooth pairing below.
Your terminal should display “Ready” on-screen, at which point you can begin transacting via
your POS software.
. Terminal pairing with base (Bluetooth)
Your terminal uses Bluetooth communications between the Keypad and the Base, with security
measures in place for all communications.
If the base does not display a solid blue light (indicating that it is currently paired with the
terminal), follow these instructions to pair the terminal with the base:
• Press the button on the front of the base and wait for the blue light to begin blinking.
• On the Keypad, select the correct base by identifying the 9-digit serial number printed on the
underside of the base.
• Wait for the pairing to complete, which will be indicated by a solid blue light displayed on the
base.
The terminal will display the following message if Bluetooth pairing has not occurred or is
unsuccessful:
TERMINAL SCREEN
READY
NOT PAIRED
Common issues in the initial pairing process include power and communications issues which
are often resolved by checking the connections between device and power outlets. Please
contact the Merchant Helpdesk for further assistance.

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. Terminal conguration
Once the EFTPOS 1i terminal is connected, the Merchant ID and Terminal ID will need to be
entered into the PCEFTPOS EFT Client.
This is done via the Control Panel Your POS Vendor or PC EFTPOS support desk may be able to
assist you if required.
You can use the function on the keypad from the terminal idle screen to conigure the primary
communications method. To do this, press the # key at the idle screen and enter 998 to proceed
to communications selection.
The following coniguration options will be displayed:
1. Bluetooth Base: View the details of the connected Bluetooth base hardware, and press “1”
to unpair from the base so that your terminal can be paired with another base.
2. Bluetooth Base Version: View the irmware version of the connected Bluetooth base, and
press “2” to update the base irmware if required.
3. POS Details: View details on the POS interface methodology (such as RS232).
4. SIM: Press “4” to verify the SIM details (if installed).
5. PSTN Details: Press “5” to verify the PSTN phone number (if in use).
6. Power o timer: Press “6” to conigure the power-o timer duration.
7. (not in use).
8. Internal Modem: Press “8” to conigure which communications method should be used
to communicate with the bank in the event that POS Communications are down. The
available options are GPRS, PSTN, and None.
Note that these communications method conigurations are for the handset communicating
directly with the host (via GPRS or PSTN) in the event that the POS-to-Bank link is down.
The host communications (GPRS or PSTN) will only be used in the event that the POS
communications to the bank are (and/or the terminal is in standalone lite mode), and this process
should be seamless during a transaction.
. Procedures
. Conducting Contactless Transactions
The EFTPOS 1i terminal supports contactless transactions.
Instructions:
1. Your customer should position the contactless enabled card
above the terminal screen.
2. Await the conirmation beeps before removing the card. The
screen status LEDs will also indicate the progress of the read.
. Inserting a Chip Card
The EFTPOS 1i terminal supports credit or debit card
transactions.
The chip card reader is located at the bottom of the terminal
below the keypad.
Instructions:
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 as far as
it will go in a smooth, continual motion.
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.
. Swiping a Magnetic Stripe Card
The EFTPOS 1i terminal supports credit or debit card
transactions.
The magnetic stripe reader is located on the right hand side of
the terminal.
Instructions:
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, the
merchant should 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.
5. If you swipe a chip card the terminal will prompt you to insert the card.

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. CCV Security Codes
What is CCV?
The CCV is a three or four digit value printed on a
payment card (usually on the signature panel), used to
verify card-not-present transactions.
CCV security codes are a way to lessen the risk of fraud
and chargeback when the cardholder is not physically
present, or when a card cannot be inserted/swiped
successfully. In these cases you can key in the card
number.
A CCV security code is printed on the card but does not appear on receipts. When you key in the
CCV code, a check is made that the code matches the card number. This gives greater assurance
that the customer is in possession of the card.
Note:
• Some cards do not have a CCV code.
• CCV (Card Check Value) is also known as CVV and CVC.
Where can I nd the CCV Security Code?
Some cards, for example MasterCard and Visa, have a three-digit CCV printed on the signature
panel on the reverse side of the card. Other numbers may precede the CCV. The last three digits
on the signature panel are the CCV.
Other cards, for example American Express, have a four-digit CCV on the front of the card, above
the account number.
Some cards do not have a CCV.
Should I save CCV Security Codes?
No. It is prohibited to store the CCV codes. They must remain secret. You must not write them
down or save them electronically. Doing so might lead to heavy penalties.
. Everyday Functions
. Purchase/Sale
How to process a Purchase transaction
Terminal Screen Next Step
READY
14:35 29/10/13
Start by initiating the transaction via the POS interface.
▮▯▯▯
PURCHASE $X.XX
PRESENT CARD
Is it safe?
How does it work?
Using your Westpac MasterCard or Visa contactless card is simple.
Just follow these four easy steps.
Contactless technology offers a fast method of payment for your
purchases and is as secure as using your current card in the usual
ways. Here are some of the ways it offers the same protection:
•Trusted providers – All contactless transactions are processed
through the reliable and secure Westpac and MasterCard or Westpac
and Visa networks.
•No accidents – To make a purchase, your card needs to be within 4cm
of the contactless terminal for more than half a second, the merchant
must have already entered the transaction amount into the terminal
and it must be approved. So, you will not be billed twice, even if you
accidentally hold your card against the terminal more than once.
•Fraud protection – The 24/7 Falcon™ fraud detection system gives
you greater protection from card fraud by monitoring any unusual
purchase activity.
•Peace of mind – The MasterCard and Visa Zero Liability policies
protect you against any unauthorised purchase transactions, provided
you have complied with the terms of the policy. Visit westpac.com.au
for details.
The added security of CHIP technology
Your Westpac MasterCard or Visa Card also features an embedded chip
that will give you access to the latest in card security.
CHIP technology is currently an effective counter-measure against
counterfeit and skimming fraud. The chip stores information more
securely than the magnetic strip, which makes it harder for fraudsters
to copy your card details.
1.
Check that your card has the
MasterCard PayPass or Visa
payWave logo.
2.
At participating merchants where
you see your card’s logo and
the contactless symbol, let the
merchant know you’d like to pay
using your contactless card and
whether you’d like a receipt for the
transaction.
3.
When the transaction amount
is shown on the terminal,
hold your card against the
contactless symbol.
4.
The terminal will indicate once your
transaction is approved. Collect
your receipt if you asked for one,
and you’re done.
®
Bring the card into contact with the terminal by swiping, inserting
or tapping it.
PURCHASE $X.XX
MASTERCARD
SELECT ACCOUNT
CHEQUE OR PRESS 1
SAVINGS OR PRESS 2
CREDIT OR PRESS 3
For magnetic stripe and chip cards, have the customer select an
account on the touch screen or keypad.
Note: The terminal will only display the available accounts for the
card entered
PURCHASE $X.XX
MASTERCARD CR
Key PIN and ENTER
XXXX
Ask the customer to enter their PIN on the terminal and press
ENTER, or just press ENTER to sign (if allowed*).
    
AUTHORISED SIGNATURE
NOT VALID UNLESS SIGNED
CCV

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Terminal Screen Next Step
PURCHASE $X.XX
MASTERCARD CR
Processing
Please Wait
Wait for the “Processing” message to complete.
PURCHASE $X.XX
APPROVED
This inal screen will show you whether the transaction has
successfully processed. A successful transaction will display the
word APPROVED on-screen, while a failed transaction will display
DECLINED.
VERIFY SIGNATURE*
CORRECT?
If signature is required, check that the customer’s signature is
correct and conirm this via the POS.
REMOVE
CARD
If prompted, remove the customer’s card from the terminal.
*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.
How to process a Purchase with Cash-Out transaction.
If ‘Cash Out’ is enabled on the terminal, customers can be given cash out. Cash is available from
cheque and savings accounts only.
Terminal Screen Next Step
READY
14:35 29/10/13
Start by initiating the transaction via the POS interface, including
entry of the cash-out amount.
PURCH/CASH $X.XX
Swipe or
Insert Card
Bring the card into contact with the terminal by swiping or
inserting it.
PURCHASE $X.XX
MASTERCARD
SELECT ACCOUNT
CHEQUE OR PRESS 1
SAVINGS OR PRESS 2
Have the customer select an account on the terminal screen.
Note: The terminal will only display the available accounts for the
card entered.
PURCHASE $X.XX
MASTERCARD SAV
Key PIN
XXXX
Ask the customer to enter their PIN on the terminal and press
ENTER.

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Terminal Screen Next Step
PURCHASE $X.XX
MASTERCARD SAV
Processing
Please Wait
Wait for the “Processing” message to complete.
REMOVE
CARD
If prompted, remove the customer’s card from the terminal.
PURCHASE $X.XX
MASTERCARD SAV
APPROVED
PURCHASE $X.XX
MASTERCARD SAV
DECLINED
This inal screen will show you whether the transaction has
successfully processed. A successful transaction will display the
word APPROVED on-screen, while a failed transaction will display
DECLINED.
. Cash Out
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.
Terminal Screen Next Step
READY
14:35 29/10/13
Start by initiating the transaction via the POS interface, including
entry of the cash-out amount.
PURCHASE $X.XX
Swipe or
Insert Card
Bring the card into contact with the terminal by swiping or
inserting it.
PURCHASE $X.XX
MASTERCARD
SELECT ACCOUNT
CHEQUE OR PRESS 1
SAVINGS OR PRESS 2
Have the customer select an account on the terminal screen.
Note: The terminal will only display the available accounts for the
card entered. Credit is not an option.
PURCHASE $X.XX
MASTERCARD
Key PIN
XXXX
Ask the customer to enter their PIN on the terminal and press
ENTER.

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Terminal Screen Next Step
PURCHASE $X.XX
MASTERCARD SAV
Processing
Please Wait
Wait for the “Processing” message to complete.
REMOVE
CARD
If prompted, remove the customer’s card from the terminal.
PURCH $X.XX
MASTERCARD SAV
APPROVED
This inal screen will show you whether the transaction has
successfully processed. A successful transaction will display the
word APPROVED on-screen, while a failed transaction will display
DECLINED.
. Refund
How to process a Refund transaction
Refunds may only be processed where there was an initial valid transaction on the same card. If a
customer returns a purchase, or if an incorrect amount was charged, process a refund as follows:
Terminal Screen Next Step
READY
14:35 29/10/13
Start by initiating the transaction via the POS interface. Keep in
mind that this transaction type may be password protected for
risk/security purposes.
▮▯▯▯
REFUND $X.XX
PRESENT CARD
Is it safe?
How does it work?
Using your Westpac MasterCard or Visa contactless card is simple.
Just follow these four easy steps.
Contactless technology offers a fast method of payment for your
purchases and is as secure as using your current card in the usual
ways. Here are some of the ways it offers the same protection:
•Trusted providers – All contactless transactions are processed
through the reliable and secure Westpac and MasterCard or Westpac
and Visa networks.
•No accidents – To make a purchase, your card needs to be within 4cm
of the contactless terminal for more than half a second, the merchant
must have already entered the transaction amount into the terminal
and it must be approved. So, you will not be billed twice, even if you
accidentally hold your card against the terminal more than once.
•Fraud protection – The 24/7 Falcon™ fraud detection system gives
you greater protection from card fraud by monitoring any unusual
purchase activity.
•Peace of mind – The MasterCard and Visa Zero Liability policies
protect you against any unauthorised purchase transactions, provided
you have complied with the terms of the policy. Visit westpac.com.au
for details.
The added security of CHIP technology
Your Westpac MasterCard or Visa Card also features an embedded chip
that will give you access to the latest in card security.
CHIP technology is currently an effective counter-measure against
counterfeit and skimming fraud. The chip stores information more
securely than the magnetic strip, which makes it harder for fraudsters
to copy your card details.
1.
Check that your card has the
MasterCard PayPass or Visa
payWave logo.
2.
At participating merchants where
you see your card’s logo and
the contactless symbol, let the
merchant know you’d like to pay
using your contactless card and
whether you’d like a receipt for the
transaction.
3.
When the transaction amount
is shown on the terminal,
hold your card against the
contactless symbol.
4.
The terminal will indicate once your
transaction is approved. Collect
your receipt if you asked for one,
and you’re done.
®
Bring the card into contact with the terminal by swiping, inserting
or tapping it.
REFUND $X.XX
MASTERCARD
SELECT ACCOUNT
CHEQUE OR PRESS 1
SAVINGS OR PRESS 2
CREDIT OR PRESS 3
Have the customer select an account on the terminal screen.
Note: The terminal will only display the available accounts for the
card entered.
REFUND $X.XX
MASTERCARD SAV
Key PIN
XXXX
Ask the customer to enter their PIN on the terminal and press
ENTER, or just press ENTER to sign (if allowed*).