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.

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2.7 Terminal setup and configuration.
To begin setting up your new EFTPOS Connect terminal:
1. Make sure the terminal base is connected to power.
2. Make sure the terminal base is connected to your POS via a supported
communications method.
3. Make sure the terminal is fully charged or is sitting on the terminal base for power.
4. Make sure that your POS software is running on your POS. Please contact your POS
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. Connect the USB cable on the base to your POS.
7. Follow the instructions for Bluetooth pairing shown on the next page.
Your Terminal screen should display ‘Ready’, at which point you can begin transacting
via your POS software.

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2.8 Pairing the terminal and base for Bluetooth.
The terminal and base must be paired for Bluetooth before communication options can be set
up on the terminal.
Your terminal uses Bluetooth communications between the keypad and the base, with security
measures in place for all communications.
In case the Bluetooth icon on the screen isn’t showing as green, it indicates it hasn’t paired
successfully with the terminal. The following steps will help pair the terminal with the base
via Bluetooth:
1. From the terminal menu list, select
2. Terminal (Other functions) > 3. Others
> 3. Manager menu (system).
2. You’ll see ‘PASSWORD?’ displayed.
Enter the Terminal password and press
the ‘ENTER’ key.
3. Then go to Control panel> Terminal
settings > Communication means >
Bluetooth
4. Select Base > Association > New Base
5. ‘Association Successful’ will be
displayed and the terminal will reboot.
6. The Bluetooth icon on screen will turn
green to indicate successful pairing.
Bluetooth Icon
The terminal will display the Bluetooth icon on screen in red if Bluetooth pairing hasn’t
occurred or has been unsuccessful.
2.9 Terminal configuration.
Once the EFTPOS Connect terminal is connected, the 8-digit Merchant ID and Terminal ID
will need to be entered into the Linkly EFT Client. You can do this by using the Control Panel –
your POS Vendor or Linkly Support may be able to assist if required.

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2.10 Configuration of Passwords.
Your terminal will be initially set up with the same 4-digit password to perform Void, Refund,
Settlement and Terminal functions. However, there’s no initial password set up for MOTO
transactions. This can be set using key entry option [5] as per below.
You can change the passwords to values of your choice. This can be done by choosing
‘Func’ 32 on the terminal as follows:
Press the ‘Func’ key, then key in the number 32 using the numeric keypad and then press
‘ENTER’. You’ll then see the menu below.
SET PASSWORD
1. VOID
2. REFUND
3. SETTLE
4. TERMINAL
5. KEY ENTRY
F1 F2 F3 F4
• To change the password for any of the menu
options listed, either press the corresponding
numeric key, or use the F2 or F3 touch keys
to scroll through the menu options. Once the
option you want is highlighted, press ‘ENTER’.
• You’ll be prompted to enter your existing
4-digit password. This will be followed
by a prompt to enter a new 4-digit password
and then confirm the new password.
Press ‘ENTER’ when completed.
• A ‘Password change successful’ message will
be displayed.
When you exit this menu (by pressing
the ‘CANCEL’ key), you’ll get a prompt
to upload the new passwords to the Terminal
Management System (TMS). Press ‘ENTER’
to upload.
In the event of password being unknown or forgotten, please contact the Merchant Helpdesk.

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2.11 Configuration of Merchant receipt and Customer receipt.
• Use ‘Func’ 15 to configure the merchant receipts to either ‘never print’ or ‘always print’.
• Use ‘Func’ 16 to configure the customer receipts to either ‘never print’, ‘always print’
or ‘prompt’.
To configure merchant receipts: press the ‘Func’ key and then key in the number 15 using
the numeric keypad and press ‘ENTER’. The menu shown below will appear.
MERCHANT RECEIPT
NEVER PRINT
ALWAYS PRINT
F1 F2 F3 F4
• Use the F2 or F3 touch keys to select
the required menu option.
• Once the relevant option is highlighted, press
‘ENTER’ to select it.
• The terminal will momentarily return to
the idle screen and then, within 60 seconds,
the terminal will automatically connect to
the Terminal Management System (TMS) to
upload this new setting. This setting will also
be saved on the TMS for future transactions.
To configure customer receipts: Press the ‘Func’ key and then key in the number 16 using
the numeric keypad and press ‘ENTER’. You’ll see the menu shown below.
CUSTOMER RECEIPT
NEVER PRINT
ALWAYS PRINT
PROMPT
F1 F2 F3 F4
• Use the F2 or F3 touch keys to move down
or up the menu options.
• Once the relevant option is highlighted, press
‘ENTER’ to select it.
• The terminal will momentarily return to
the idle screen and then, within 60 seconds,
the terminal will automatically connect to
the Terminal Management System (TMS) to
upload this new setting. This setting will also
be saved on the TMS for future transactions.

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3.0 Procedures.
3.1 Conducting contactless transactions.
The EFTPOS Connect terminal supports contactless transactions.
The contactless reader is located at the top of the terminal display.
Instructions:
1. When the contactless card reader
is activated, the ‘Landing Zone’ icon
will appear on the touchscreen.
The first LED status will light up.
This is a prompt for the customer
to present their contactless card.
2. Make sure your customer holds their
card or contactless payment-enabled
device (e.g. phone, smart watch,
wristband, etc.) over the contactless
Landing Zone icon until all four bars
light up and the terminal emits an
audible ‘beep’. This will usually take
just a few seconds.
3.2 Inserting a Chip Card.
The EFTPOS Connect terminal is also equipped with a chip card reader to support credit
or debit card transactions.
The chip card reader is located at the front of the terminal below the keypad.
Instructions:
1. When a card is inserted, it should
remain visible to the customer.
2. Insert the card with the chip facing
up, as indicated by the icon on the
insertion point of the reader slot.
3. Leave the card in place while
the transaction is being processed.
4. Remove the card when prompted
by the terminal.

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3.3 Swiping a magnetic stripe card.
The EFTPOS Connect terminal supports credit or debit card transactions.
The Magnetic Stripe Reader (MSR) is located on the right-hand side of the terminal.
Instructions:
1. The card should be swiped through
the card reader smoothly, in one
swift action, without pauses.
2. The magnetic stripe should face
the terminal’s inward side for correct
reading, as indicated by the icon
adjacent to the reader.
3. Since this is a bi-directional card
reader, the card can be swiped
in either direction.
3.4 CCV security codes.
What is a CCV?
CCV security codes are a way to lessen
the risk of fraud and chargeback when
the cardholder isn’t physically present.
A CCV security code is printed on the
card but doesn’t appear on receipts.
When you key in the CCV code, a check
is made that the code matches the
card number. This gives the merchant
greater assurance that the customer
is in possession of the card. CCV
Note: CCV (Card Check Value) is also known as CVV and CVC.
Where can I find the CCV security code?
Some cards, such as Mastercard and Visa, have a three-digit CCV printed on the signature
panel on the card’s reverse side. As shown in the card image above, there may be other
numbers before the CCV – in that instance, the last three digits on the signature panel
are the CCV.
Other cards, such as American Express, have a four-digit CCV on the front of the card,
above the account number.
Some cards don’t have a CCV.

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Should I save CCV security codes?
No, never store the CCV codes as they must remain confidential. You shouldn’t write
them down or save them electronically. Doing so might lead to misuse of the information
and put your business at risk. CVV codes should only be used with the initial transaction
for authorisation but never stored for future transactions.
4.0 Daily Functions using EFTPOS Connect Integrated
to the POS.
Integrated mode allows your POS system to communicate directly with the terminal.
In this mode, you can initiate the transaction from the POS – this helps save time and
reduces both customer and merchant errors. It allows you to process a greater number
of transactions quickly.
4.1 How to process a Bank Logon.
You can process a Bank Logon in one of two ways:
1. Using the POS.
2. Using the terminal.
Bank Logon via the POS.
Terminal Screen POS Screen Next Step
HH:MM
DD/MM/YYYY
Start by initiating
the transaction via
the POS interface.
Logon in progress
Please wait
LOGONLOGON
PLEASE WAITPLEASE WAIT
The Bank Logon will
be performed.

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Terminal Screen POS Screen Next Step
APPROVED
APPROVEDAPPROVED
OKOK
Take note of the response
message. A successful
response will display
‘Approved’, while an
unsuccessful response
will display ‘Declined’.
Bank Logon via the terminal.
Terminal Screen Next Step
HH:MM
DD/MM/YYYY
Start by initiating the transaction via the terminal by pressing
the ‘menu’ key
MENU
1. Batch
(Settlement)
2. Terminal
(Other functions)
Select [2] Terminal (Other functions).

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Terminal Screen Next Step
TERMINAL
FUNCTIONS
1. Logon
2. Others
3. Host comms
Select [1] Logon to perform the Bank Logon.
Logon in progress
Please wait
Wait for the Bank Logon to be performed.
APPROVED
Take note of the response message. A successful response will
display ‘Approved’ on the terminal screen and a receipt will be
printed showing ‘Logon Success’.
An unsuccessful response will display ‘Declined’ and the receipt
will show ‘Logon Failed’. Retry the steps and if the problem
persists, contact the Merchant Helpdesk.

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4.2 How to process a Sale transaction.
Terminal Screen POS Screen Next Step
HH:MM
DD/MM/YYYY
Start by initiating
the transaction via
the POS interface.
SALE $X.XX
PRESENT CARD
PRESENT CARDPRESENT CARD
SALE $X.XXSALE $X.XX
CancelCancel
The customer can present
the card/payment device
to the terminal by tapping,
inserting, or swiping.