Westpac EFTPOS Connect User manual

EFTPOS Connect
terminal user guide
An easy-to-follow guide to using your terminal.

Get in touch.
Merchant Helpdesk:
Service, Sales and Support, Terminal Technical Support, Stationery Orders.
1800 029 749 (available 24 hours a day, 7 days a week).
Cardholder behaving suspiciously:
132 415 (Extension 500)
Linkly support:
Linkly provides the software that enables communication between your terminal
and your Point of Sale software (POS).
[phone]
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.
Make a note of any error messages to help ensure your
issues are resolved.
linkly.com.au

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CONTENTS
1.0 Introducing the EFTPOS Connect terminal. ............................................................................ 5
What this guide will cover. ...............................................................................................................................5
Your terminal’s features. ...................................................................................................................................5
1.1 Your responsibility for equipment and materials provided. .....................................................5
1.2 Cancellation of facility. .........................................................................................................................6
1.3 Damaged, lost, or stolen equipment. ...............................................................................................6
1.4 Merchant receipts. .................................................................................................................................6
1.5 EFTPOS stationery. ................................................................................................................................6
Ordering EFTPOS stationery online. ...........................................................................................................6
Ordering EFTPOS stationery by phone. ....................................................................................................7
2.0 Setup and Configuration. ............................................................................................................ 7
2.1 Using the touchscreen. .........................................................................................................................8
2.2 Using the keypad. ..................................................................................................................................8
2.3 Powering up. ............................................................................................................................................8
Connecting the base station to power. ......................................................................................................8
2.4 Turning your terminal on and o manually. ...................................................................................9
2.5 Loading the receipt roll. .......................................................................................................................9
2.6 Getting started. ....................................................................................................................................10
Communication type. .......................................................................................................................................10
2.7 Terminal setup and configuration. ................................................................................................... 11
2.8 Pairing the terminal and base for Bluetooth. .............................................................................. 12
2.9 Terminal configuration. ...................................................................................................................... 12
2.10 Configuration of Passwords. ............................................................................................................. 13
2.11 Configuration of Merchant receipt and Customer receipt. ..................................................... 14
3.0 Procedures. ...................................................................................................................................15
3.1 Conducting contactless transactions. ........................................................................................... 15
3.2 Inserting a Chip Card. ......................................................................................................................... 15
3.3 Swiping a magnetic stripe card. ...................................................................................................... 16
3.4 CCV security codes. ............................................................................................................................ 16
What is a CCV? .................................................................................................................................................... 16
Where can I find the CCV security code? ............................................................................................... 16
Should I save CCV security codes? ............................................................................................................ 17
4.0 Daily Functions using EFTPOS Connect Integrated to the POS. .......................................17
4.1 How to process a Bank Logon. ........................................................................................................ 17
Bank Logon via the POS. ................................................................................................................................ 17

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4.2 How to process a Sale transaction. ...............................................................................................20
How to process a Sale with a Cash Out transaction. ............................................................... 23
4.3 How to process a Cash Out only transaction. ............................................................................ 26
4.4 How to process a Refund transaction. .......................................................................................... 29
4.4.1 Refund transaction on a Contactless Card. ................................................................................ 32
4.5 How to process a Mail/Telephone Order/e-Commerce transaction. .................................. 32
4.6 How to process a Pre-Authorisation. ............................................................................................ 36
How to process a Pre-Authorisation transaction. ..............................................................................36
4.7 How to process a Pre-Authorisation Completion. .................................................................... 39
5.0 End of Day Functions using Integrated Mode. .....................................................................43
5.1 Settlement. ............................................................................................................................................ 43
To enable an Automatic Settlement: ........................................................................................................43
To process a Manual Settlement: ...............................................................................................................43
5.2 How to print a Pre-Settlement report. ......................................................................................... 45
5.3 How to reprint the Last Settlement report. ................................................................................46
5.4 How to perform Shift Totals using Integrated Mode. .............................................................. 47
6.0 Standalone Mode. .......................................................................................................................48
Switching between Integrated Mode and Standalone Mode ................................................ 48
6.1 Terminal Logon using Standalone Mode. ....................................................................................49
6.2 Sale using Standalone Mode. ........................................................................................................... 51
6.3 Cash Out using Standalone Mode. ................................................................................................ 55
6.4 Refund using Standalone Mode. .................................................................................................... 58
6.4.1 How to Process a Refund Transaction using PIN or Signature. ............................................ 59
6.4.2 Refund transaction on a Contactless Card. ................................................................................ 63
6.5 Mail/Telephone Order/e-Commerce using Standalone Mode. .............................................64
6.6 Pre-Authorisation using Standalone Mode. ................................................................................ 68
6.7 Pre-Authorisation Completion using Standalone Mode (with an Approval Code). ........74
6.8 Manual settlement using Standalone Mode. .............................................................................. 78
6.9 Pre-Settlement Report using Standalone Mode. ......................................................................80
6.10 Last Settlement using Standalone Mode. .................................................................................... 82
6.11 Duplicate/Reprint Receipt using Standalone Mode. ............................................................... 84
6.12 Shift Totals using Standalone Mode. ............................................................................................. 86
7.0 Fall Back Sales Procedures. ...................................................................................................... 88
7.1 Electronic Fall Back. ........................................................................................................................... 88
8.0 Glossary. ....................................................................................................................................... 93
9.0 Troubleshooting. .........................................................................................................................94
9.1 Hardware Faults. .................................................................................................................................94
9.2 Response Codes. ................................................................................................................................. 95

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1.0 Introducing the EFTPOS Connect terminal.
What this guide will cover.
This user guide will help you become familiar with the EFTPOS Connect terminal. You’ll find
all the details of the terminal’s features and the simple operational steps to help deliver fast
and secure payment processing for your business.
Your terminal’s features.
EFTPOS Connect enables online transactions to be processed for Debit Cards (Savings and
Cheque accounts), Credit Cards (Visa®, Mastercard® and China UnionPay) and Charge Cards
(American Express®, Diners Club and JCB). It’s important to note that if you’d like to accept
American Express, Diners Club or JCB cards, you’ll need to enter separate agreements
with them.
The terminal can process:
• Sale
• Sale with Cash Out for Debit Cards
• Cash Out transactions for Debit Cards
• Refunds
• Mail Order/Telephone Order (MOTO) and eCommerce transactions
(approved merchants only)
• Pre-Authorisation and Completion transactions oered by Visa, Mastercard and UnionPay
(approved merchants only)
• Sale with Tips.
*American Express® is a registered trademark of American Express Company. *Mastercard® is a registered trademark
of Mastercard International *Incorporated. UnionPay is a trademark of China UnionPay Co., Ltd.
1.1 Your responsibility for equipment and materials provided.
Any terminal hardware or equipment and promotional materials supplied by the bank, remain
the property of the bank.
In addition:
• You mustn’t sell, assign or in any way compromise them.
• You can’t give them to a third party or give access to a third party.
• You must make sure that the terminals are covered by your business or contents insurance.
Important: Your terminal mustn’t be relocated without prior authorisation from the bank.
The terminal must be placed where customers can use the terminal, without the risk
of others seeing them key in their PIN.

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1.2 Cancellation of facility.
If your merchant facility is cancelled for any reason, the equipment and materials must
be returned to us.
To organise the return, call our Merchant Helpdesk:
1800 029 749 (available 24 hours a day, 7 days a week)
You’ll need to make sure that all equipment and materials are organised for the return within
five business days of our request.
Important: 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.
Please contact the Merchant Helpdesk if your terminal is damaged, lost, or stolen.
Important: You are responsible for your equipment. If equipment is damaged, lost or stolen,
you’ll be charged for its replacement.
1.4 Merchant receipts.
It’s important to retain all printed and electronic merchant receipts, in a secure manner
for reconciliation and instances of terminal breakdown.
You must provide customers with a receipt unless they request otherwise.
1.5 EFTPOS stationery.
EFTPOS stationery can be ordered by phone or online.
Orders are normally delivered within five business days, so it’s important to place your orders
before running your stocks too low.
Ordering EFTPOS stationery online.
Log on to westpac.com.au/merchant-stationery and click on the ‘Order now’ button,
which will direct you to the stationery order page and enter the following details:
• Merchant Number (MID).
• Trading address postcode.
Next, select your stationery items and quantities and follow the prompts.

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Ordering EFTPOS stationery by phone.
Call the Merchant Helpdesk on:
1800 029 749 (available 24 hours a day, 7 days a week)
Follow the prompts and use your phone keypad to enter the following details:
• The stationery items and quantities.
• Followed by:
− Your 8-digit Merchant Number (MID).
− Trading Address Postcode.
2.0 Setup and Configuration.
Contactless Card Reader Landing Zone
Chip Card Reader
3.5-Inch Colour Touchscreen
Magnetic Stripe Reader
Alpha/numeric Keyboard
Fast Printer (30 Ips)
NFC Antenna
Dedicated Power Jack
Slide cover to
protect connectors

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2.1 Using the touchscreen.
EFTPOS Connect is equipped with a touchscreen that allows you to access functions
and menus by using your finger or a stylus (supplied at the back of the terminal).
Navigating using the touchscreen is easy - simply follow the prompts and tap the option
on the screen to make a selection.
2.2 Using the keypad.
The menu key accesses the
dierent application menus
The red key cancels the
procedure in progress
The yellow key cancels the last
character and is also used to
return to the previous screen
The green key confirms your
selection and inputs and is also
used to switch on the terminal
Press the paper feed
key to release paper
by a few centimetres
2.3 Powering up.
Connecting the base station to power.
1. Open the cable compartment
on the bottom of the terminal base.
2. Insert the power cable into the
power jack on the terminal base.
3. Put the lid back on the cable
compartment.
4. Plug the AC power cord into a wall
outlet or a power board.
5. Place the terminal on the base/
docking station to begin charging
the terminal.
Power jack

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2.4 Turning your terminal on and o manually.
1. To turn on: hold the ‘ENTER’ key down for about 2 seconds until the Terminal displays
the start-up screen.
2. To turn o: hold the ‘Func’ key and the ‘CLEAR’ key down simultaneously for about
2 seconds. Important: the terminal must be removed from the power supply before
attempting a manual shutdown.
2.5 Loading the receipt roll.
1. Gently open the paper
compartment by lifting the
catch located at the rear of
the terminal and pull the cover
to the rear of the terminal.
2. Insert a new receipt roll into
the paper compartment,
as shown here.
3. Pull the paper past
the top of the terminal.
Hold the paper and close
the paper compartment.
4. Press both upper corners
of the paper compartment
cover until it clips into position.
5. Press the paper feed key
on the terminal to make sure
the paper has been loaded
correctly and feeds through
the roller smoothly .
Lift catch up
Pull cover open
Correct paper
position

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2.6 Getting started.
Your EFTPOS Connect terminal arrives as a complete unit. Included in your delivery is:
• A Quick Reference Guide
• Terminal
• Terminal base
• Receipt rolls (paper)
• Power supply for the terminal base
• USB cable.
For any Linkly software queries, please contact Linkly Support:
[phone]
Communication type.
The terminal supports connectivity to Linkly IP Gateway via the POS system connected
to the internet.
Below are the two methods to connect the terminal to the POS:
Option 1 (USB)
• Connect the USB cable provided
between USB-B (Slave) on
the terminal base and USB port
on the POS as shown here.
Option 2 (Serial/RS232)
• Connect the Serial/RS232 cable provided
between the COM0 slot on the terminal base
and serial port on the POS as shown here.
Connect
Connect
to POS
COM0
Connect
to POS
If your main communication type is down, the terminal will automatically convert it to
4G/GPRS backup communications using the SIM card already pre-installed in the terminal.