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St George eftpos Operating Manual

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EFTPOS
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  • Page 1 Dial-up EFTPOS Merchant Operating Guide.
  • Page 2 1300 363 614 Diners Club Authorisations. 1800 331 112 JCB Authorisations. 1300 363 614 Merchant Details Please complete the details below for your merchant facility. Trading name: Merchant number: Terminal number(s): Dial-up efTPos Merchant operating guide - version 2.0 - January 2010...

  • Page 3: Table Of Contents

    5.5 How to Process a Sale with Tip ..11.1 Hardware Faults ........5.6 How to Process a Tip Adjustment 11.2 Response Codes ........5.7 How to Process Multiple Tip Adjustments 12.0 glossary of Common Terms ............DIAL-UP EFTPOS MERCHANT OPERATING GUIDE...

  • Page 4: Introduction

    ● Tip Management and Reporting ● This EFTPOS Merchant Operating Guide forms part of your Agreement with the Bank. Merchant responsibility for equipment and Materials Provided Imprinters, terminals, any other hardware or equipment and any unused stationery and promotional materials supplied by the Bank, remain the property of the Bank.

  • Page 5: Cancellation Of Facility

    If your merchant facility is cancelled for any reason, this equipment and materials must be returned to us. To make arrangements for return call the EFTPOS Helpdesk on 1300 650 977. You must ensure that all equipment and materials are available to be returned within five business days of our request.

  • Page 6: Getting Started

    2.0 getting started i5100 efTPos The i5100 EFTPOS terminal is a complete unit that includes a terminal, a detachable power supply and a telephone cable. The terminal also operates as a pinpad for the customer and has an internal thermal printer for fast, quiet printing.

  • Page 7: Keypad Layout

    The eNTer key is used to confirm data entered or displayed, and to cycle forwards through the menus. It is also used to Power on the terminal. function key: The fuNCTioN key is used to access the terminal functions. DIAL-UP EFTPOS MERCHANT OPERATING GUIDE GETTING STARTED...

  • Page 8: Connecting The Terminal

    2.3 Connecting the Terminal Cable Management Clip Telephone Line (RJ12) COM Port 1 (RJ12) COM Port 2 Power Socket (RJ12) Ethernet Socket (RJ45) Plug DIAL-UP EFTPOS MERCHANT OPERATING GUIDE GETTING STARTED...
  • Page 9 5. Plug the opposite ends DC connector into the terminal power supply. 6. Connect the power cord to the terminal power supply and then into a mains power outlet. Y Powered Curly Cord CAB321359b Terminal Connections ALI0142 Plug Power Cord CAB0092 DIAL-UP EFTPOS MERCHANT OPERATING GUIDE GETTING STARTED...

  • Page 10: Printer And Paper Load Function

    2.4 Printer and Paper load function The i5100 EFTPOS terminal has an in-built thermal printer. To load paper: a) Ensure the terminal is powered on. b) Open the paper compartment cover by pressing the button located towards the top of the terminal, above the metal blade, as shown below.

  • Page 11: Passwords And Codes

    • How to Set User ID’s (section 6.2) • How to Start Shift (section 6.3) • How to End Shift (section 6.4) • Tip Reporting (section 7.4) • Activate/Deactivate Tip Reporting Function (section 7.4) DIAL-UP EFTPOS MERCHANT OPERATING GUIDE PASSWORDS AND CODES...

  • Page 12: User Management Code

    (as the authorised signatory) will need to contact the efTPos helpdesk to change your passwords on 1300 650 977. refund, settlement, void and Terminal passwords will have a default setting (unless nominated by you at the time of application) when you receive your terminal(s).

  • Page 13: Procedures

    2. Hold the card face-up with the chip towards the terminal. 3. Insert the card as far as it will go into the reader and continue processing the transaction. 4. Leave the card in the terminal until prompted to remove it. DIAL-UP EFTPOS MERCHANT OPERATING GUIDE PROCEDURES...

  • Page 14: Swiping A Magnetic Stripe Card

    The option of completing a manual voucher ONLY applies to credit account transactions where the credit card will not read. In the following situations, the cardholder must be referred to their card issuer and an alternative form of payment requested. - Credit account transaction DECLINED DIAL-UP EFTPOS MERCHANT OPERATING GUIDE PROCEDURES...

  • Page 15: Operating Training Mode

    TraiNiNg MoDe. ENTER AMOUNT Process transactions as per procedures in section 5.0. Receipts will display TRAINING on them. After two minutes of inactivity the terminal will exit training mode and return to the idle prompt. DIAL-UP EFTPOS MERCHANT OPERATING GUIDE PROCEDURES...
  • Page 16 Key in 101 and press eNTer. TRAINING MODE Key in the terminal password and press eNTer. PASSWORD? END TRAINING? Press eNTer again to exit training mode. CORRECT? YES/NO receipt in Training Mode EFTPOS FROM ST.GEORGE DIAL-UP EFTPOS MERCHANT OPERATING GUIDE PROCEDURES...

  • Page 17: Locking/Unlocking Terminal Keypad

    Key in 4 and press eNTer. LOCK TERMINAL Press eNTer to lock the terminal. CORRECT? YES/NO TERMINAL LOCKED The terminal is now locked. To unlock press eNTer. UNLOCK? PASSWORD? Key in the terminal password and press eNTer. DIAL-UP EFTPOS MERCHANT OPERATING GUIDE PROCEDURES...

  • Page 18: Transaction Procedures

    If signature is required: Have the customer sign the receipt. If the signature matches the signature on **REMOVE CARD** the card, press eNTer. Otherwise press CaNCel. CUSTOMER COPY Press eNTer to print customer receipt. PRESS ENTER DIAL-UP EFTPOS MERCHANT OPERATING GUIDE TRANSACTION PROCEDURES...
  • Page 19 Credit Card receipt (approved with PiN, (signature required) no signature required) EFTPOS FROM ST.GEORGE EFTPOS FROM ST.GEORGE Remember to always check the receipt to verify if a transaction has been approved. DIAL-UP EFTPOS MERCHANT OPERATING GUIDE TRANSACTION PROCEDURES...

  • Page 20: How To Process A Cash Only Transaction

    11.2, response Codes. DIAL-UP EFTPOS MERCHANT OPERATING GUIDE TRANSACTION PROCEDURES...
  • Page 21 Cash only receipt EFTPOS FROM ST.GEORGE Remember to always check the receipt to verify if a transaction has been approved. DIAL-UP EFTPOS MERCHANT OPERATING GUIDE TRANSACTION PROCEDURES...

  • Page 22: How To Process A Refund

    If signature is required: Have the customer sign the receipt. If the signature matches the signature on **REMOVE CARD** the card, press eNTer. Otherwise press CaNCel. CUSTOMER COPY Press eNTer to print customer receipt. PRESS ENTER DIAL-UP EFTPOS MERCHANT OPERATING GUIDE TRANSACTION PROCEDURES...
  • Page 23 11.2, response Codes. refund receipt EFTPOS FROM ST.GEORGE Remember to always check the receipt to verify if a transaction has been approved. DIAL-UP EFTPOS MERCHANT OPERATING GUIDE TRANSACTION PROCEDURES...

  • Page 24: How To Void A Transaction

    11.2, response Codes. DIAL-UP EFTPOS MERCHANT OPERATING GUIDE TRANSACTION PROCEDURES...
  • Page 25 EFTPOS FROM ST.GEORGE Remember to always check the receipt to verify if a transaction has been approved. DIAL-UP EFTPOS MERCHANT OPERATING GUIDE TRANSACTION PROCEDURES...

  • Page 26: How To Process A Sale With Tip

    An adjustment cannot be processed on a debit card. TOTAL $30.00 Where prompted, have the cardholder key in their PiN and press eNTer, or just press eNTer. PIN & / OR ENTER DIAL-UP EFTPOS MERCHANT OPERATING GUIDE TRANSACTION PROCEDURES...
  • Page 27 11.2, response Codes. DIAL-UP EFTPOS MERCHANT OPERATING GUIDE TRANSACTION PROCEDURES...

  • Page 28: How To Process A Tip Adjustment

    A tip adjustment is performed after the original transaction has been processed. The customer verifies the base amount of the sale, offers a tip and signs the receipt. The adjustment transaction is then processed. DIAL-UP EFTPOS MERCHANT OPERATING GUIDE TRANSACTION PROCEDURES...
  • Page 29 ‘approved with signature’ or if the cardholder writes a tip addition on the receipt,. This applies even if the original purchase is approved with PiN. receipt for tip adjustment to be performed EFTPOS FROM ST.GEORGE DIAL-UP EFTPOS MERCHANT OPERATING GUIDE TRANSACTION PROCEDURES...
  • Page 30 1. At this step, if you enter an amount other than the sale amount plus tip, and that amount is less than the original sale amount, the terminal will read that entry as being the tip amount. DIAL-UP EFTPOS MERCHANT OPERATING GUIDE TRANSACTION PROCEDURES...
  • Page 31 Tip adjustment receipt EFTPOS FROM ST.GEORGE Remember to always check the receipt to verify if a transaction has been approved. DIAL-UP EFTPOS MERCHANT OPERATING GUIDE TRANSACTION PROCEDURES...

  • Page 32: How To Process Multiple Tip Adjustments

    1. At this step, if you enter an amount other than the sale amount plus tip, and that amount is less than the original sale amount, the terminal will read that entry as being the tip amount. DIAL-UP EFTPOS MERCHANT OPERATING GUIDE TRANSACTION PROCEDURES...

  • Page 33: How To Process A Mail/Telephone Order/E-Commerce Transaction

    MOTO and ECOM transactions can be processed on credit and charge cards only, as the cardholder is not present. For information on how to register as a MOTO or ECOM merchant, contact the EFTPOS Helpdesk on 1300 650 977. Note: until registered as a MoTo/eCoM merchant you must not process MoTo or eCoM ●...
  • Page 34 11.2, response Codes. DIAL-UP EFTPOS MERCHANT OPERATING GUIDE TRANSACTION PROCEDURES...
  • Page 35 MoTo receipt EFTPOS FROM ST.GEORGE Remember to always check the receipt to verify if a transaction has been approved. DIAL-UP EFTPOS MERCHANT OPERATING GUIDE TRANSACTION PROCEDURES...

  • Page 36: How To Process A Pre-Authorisation

    If signature is required: Have the customer sign the receipt. If the signature matches the signature on **REMOVE CARD** the card, press eNTer. Otherwise press CaNCel. CUSTOMER COPY Press eNTer to print customer receipt. PRESS ENTER DIAL-UP EFTPOS MERCHANT OPERATING GUIDE TRANSACTION PROCEDURES...
  • Page 37 Preauth receipt (approved with PiN, approved Preauth receipt no signature required) (signature required) EFTPOS FROM ST.GEORGE EFTPOS FROM ST.GEORGE Remember to always check the receipt to verify if a transaction has been approved. DIAL-UP EFTPOS MERCHANT OPERATING GUIDE TRANSACTION PROCEDURES...

  • Page 38: How To Process A Checkout

    ENTER TO CONFIRM If you pressed eNTer, key in the approval code APPROVAL CODE? printed on the pre-authorisation receipt and press eNTer. ENTER C/O AMT Key in the checkout amount and press eNTer. DIAL-UP EFTPOS MERCHANT OPERATING GUIDE TRANSACTION PROCEDURES...
  • Page 39 11.2, response Codes. DIAL-UP EFTPOS MERCHANT OPERATING GUIDE TRANSACTION PROCEDURES...
  • Page 40 Checkout receipt EFTPOS FROM ST.GEORGE Remember to always check the receipt to verify if a transaction has been approved. DIAL-UP EFTPOS MERCHANT OPERATING GUIDE TRANSACTION PROCEDURES...

  • Page 41: How To Operate User Management (Shift) Function

    Press eNTer to activate shift mode. ACTIVATE? To deactivate shift Mode: TerMiNal DisPlay ProCeDure SHIFT MODE Follow the above steps to deactivate shift mode. Press eNTer at this prompt. DEACTIVATE? DIAL-UP EFTPOS MERCHANT OPERATING GUIDE HOW TO OPERATE USER MANAGEMENT (SHIFT) FUNCTION...

  • Page 42: How To Set User Id's

    The user is required to re-enter the 4 digit code VERIFY PASSWORD: entered in previous step. USER MANAGEMENT The user has been accepted. Repeat the above steps to add extra users. USER ADDED DIAL-UP EFTPOS MERCHANT OPERATING GUIDE HOW TO OPERATE USER MANAGEMENT (SHIFT) FUNCTION...

  • Page 43: How To Start Shift

    Key in the terminal or shift leader password and PASSWORD: press eNTer. END SHIFT Press eNTer to end the Shift. CORRECT? YES/NO END SHIFT The terminal will now print the end Shift Report. PRINTING DIAL-UP EFTPOS MERCHANT OPERATING GUIDE HOW TO OPERATE USER MANAGEMENT (SHIFT) FUNCTION...
  • Page 44 EFTPOS FROM ST.GEORGE DIAL-UP EFTPOS MERCHANT OPERATING GUIDE HOW TO OPERATE USER MANAGEMENT (SHIFT) FUNCTION...

  • Page 45: Reporting Functions

    ENTER AMOUNT 22/05/2009 13.06 Press the soft key beneath sub. INIT SETL SUB TOTALS The terminal is printing the totals of sales, refunds and cash outs since the last settlement. PLEASE WAIT DIAL-UP EFTPOS MERCHANT OPERATING GUIDE REPORTING FUNCTIONS...
  • Page 46 Totals report EFTPOS FROM ST.GEORGE SUB TOTALS DIAL-UP EFTPOS MERCHANT OPERATING GUIDE REPORTING FUNCTIONS...

  • Page 47: Terminal Settlement

    Terminal settlement Settlement for the EFTPOS terminal can occur via a programmed terminal settlement (automatic settlement) or a manual settlement. Failure to perform a settlement may result in split deposits for settlements. The terminal must be powered on for settlement to occur at the programmed time.
  • Page 48 EFTPOS FROM ST.GEORGE DIAL-UP EFTPOS MERCHANT OPERATING GUIDE REPORTING FUNCTIONS...

  • Page 49: How To Reprint Last Settlement

    Press the Function (fuNC) button. ENTER AMOUNT FUNCTION? Key in 57 and press eNTer. TERMINAL PWD? Key in the terminal password and press eNTer. TIP REPORT Press eNTer to activate tip report. ACTIVATE? DIAL-UP EFTPOS MERCHANT OPERATING GUIDE REPORTING FUNCTIONS...

  • Page 50: How To Print Tip Report

    The tip report can only be printed from current settlement period. TerMiNal DisPlay ProCeDure 22/05/2009 13.06 Press the Function (fuNC) button. ENTER AMOUNT FUNCTION? Key in 58 and press eNTer. PRINTING This prompt is displayed as the report is printing. PLEASE WAIT DIAL-UP EFTPOS MERCHANT OPERATING GUIDE REPORTING FUNCTIONS...
  • Page 51 Tip report EFTPOS FROM ST.GEORGE DIAL-UP EFTPOS MERCHANT OPERATING GUIDE REPORTING FUNCTIONS...

  • Page 52: How To Reprint Last Transaction

    This can only be done from the current settlement period. TerMiNal DisPlay ProCeDure 22/05/2009 13.24 Press the Function (fuNC) button. ENTER AMOUNT FUNCTION? Key in 72 and press eNTer. PRINTING This prompt is displayed as the receipt is printing. PLEASE WAIT DIAL-UP EFTPOS MERCHANT OPERATING GUIDE REPORTING FUNCTIONS...
  • Page 53 EFTPOS FROM ST.GEORGE DIAL-UP EFTPOS MERCHANT OPERATING GUIDE REPORTING FUNCTIONS...

  • Page 54: How To Do A Transaction Scroll

    VIEW BATCH SEQUENCE #000046 Pressing iNfo again will return to the first information screen. 31/03/09 10:20 PREV NEXT INFO Note: you can press CaNCel at any time to return to the idle prompt. DIAL-UP EFTPOS MERCHANT OPERATING GUIDE REPORTING FUNCTIONS...

  • Page 55: How To View Specific Transaction

    NEXT INFO SEQUENCE #000033 Pressing iNfo again will return to the first 30/06/08 10:21 information screen. PREV NEXT INFO Note: you can press CaNCel at any time to return to the idle prompt. DIAL-UP EFTPOS MERCHANT OPERATING GUIDE REPORTING FUNCTIONS...

  • Page 56: How To Reprint Specific Transaction

    22/05/2009 13.07 Press the Function (fuNC) button. ENTER AMOUNT FUNCTION? Key in 75 and press eNTer. PRINTING The terminal will print the Transaction Log receipt and then return to the idle state. PLEASE WAIT DIAL-UP EFTPOS MERCHANT OPERATING GUIDE REPORTING FUNCTIONS...
  • Page 57 Transaction log EFTPOS FROM ST.GEORGE DIAL-UP EFTPOS MERCHANT OPERATING GUIDE REPORTING FUNCTIONS...

  • Page 58: Fall Back Sales Procedures

    Have the customer sign the receipt. If the signature matches the signature on the card, **REMOVE CARD** press eNTer. Otherwise press CaNCel. CUSTOMER COPY Press eNTer to print customer receipt. PRESS ENTER DIAL-UP EFTPOS MERCHANT OPERATING GUIDE FALL BACK SALES PROCEDURES...

  • Page 59: Manual Fall Back

    For credit cards, if the transaction is over your credit card floor limit, call Cardlink on 1300 301 831 for authorisation. If you are unsure of your floor limit for credit cards please call the EFTPOS Helpdesk on 1300 650 977.

  • Page 60: Interfaced Eftpos

    9.0 interfaced efTPos The following section describes interfacing with the i5100 EFTPOS terminal. interface Connection If you are using an interfaced terminal figure 1 – interface Cable the instructions in the diagram below illustrate how to connect the terminal to the cash register.

  • Page 61: Minimising Fraud

    Note: some cards do not have a CCv code ● CCv (Card Check value) is also known as Cvv and CvC ● DIAL-UP EFTPOS MERCHANT OPERATING GUIDE MINIMISING FRAUD...
  • Page 62 If your terminal is not functioning at all, you can revert to a manual imprinter. When seeking authorisation for a credit card transaction above the floor limit, be sure to provide the CCV number if available. DIAL-UP EFTPOS MERCHANT OPERATING GUIDE MINIMISING FRAUD...

  • Page 63: Trouble Shooting

    7. Re-test the printer using the FEED button. 8. You can test the printer by pressing the FUNC button followed by 82. A receipt will print. 9. Call the Helpdesk if the problem persists. DIAL-UP EFTPOS MERCHANT OPERATING GUIDE TROUBLE SHOOTING...

  • Page 64: Response Codes

    Where your terminal displays a response code not listed in this guide, and you use an electronic terminal supplied by us, you should phone the EFTPOS Helpdesk on 1300 650 977 for clarification. DIAL-UP EFTPOS MERCHANT OPERATING GUIDE...
  • Page 65 Advise cardholder to contact card issuer. ● CANNOT PAY Obtain another form of payment. ● Advise cardholder to contact card issuer. ● CONTACT CARD Obtain another form of payment. ● ISSUER Advise cardholder to contact card issuer. ● DIAL-UP EFTPOS MERCHANT OPERATING GUIDE TROUBLE SHOOTING...
  • Page 66 Retry the transaction with the correct PIN. ● CONTACT CARD Obtain another form of payment. ● ISSUER Advise cardholder to contact card issuer. ● INVALID Obtain another form of payment. ● TRANSACTION Advise cardholder to contact card issuer. ● DIAL-UP EFTPOS MERCHANT OPERATING GUIDE TROUBLE SHOOTING...
  • Page 67 Contact the Helpdesk if the problem persists. ● DECLINED TC Retry the transaction, selecting a different account. ● If the transaction is declined again, obtain ● another form of payment. Advise cardholder to contact card issuer. ● DIAL-UP EFTPOS MERCHANT OPERATING GUIDE TROUBLE SHOOTING...
  • Page 68 SYSTEM ERROR Contact the Helpdesk if the problem persists. ● CANNOT PAY Obtain another form of payment. ● ISSUER Obtain another form of payment. ● UNAVAILABLE CANNOT PAY Obtain another form of payment. ● DIAL-UP EFTPOS MERCHANT OPERATING GUIDE TROUBLE SHOOTING...

  • Page 69: Glossary Of Common Terms

    A card that gives the customer access to a cheque account or Card savings account. The customer must be present when accessing these account types. Details cannot be hand-keyed into an EFTPOS terminal. electronic fall The ability to continue performing transactions on the terminal back (efb) when communication with the host has been lost.
  • Page 70 Notes DIAL-UP EFTPOS MERCHANT OPERATING GUIDE...
  • Page 71 This page has been left blank intentionally.
  • Page 72 St.George Bank Limited A Division of Westpac Banking Corporation ABN 33 007 457 141 AFSL 233714 ACL 233714. ST10756 A04/11 Information contained in this brochure was correct at time of printing (April 2011) and is subject to change.

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