ANZ POS MOVE Operating Manual
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ANZ POS MOVE Operating Manual

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ANZ POS MOVE™
MERCHANT OPERATING GUIDE
06. 2019

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Summary of Contents for ANZ POS MOVE

  • Page 1 ANZ POS MOVE™ MERCHANT OPERATING GUIDE 06. 2019...

  • Page 2: Table Of Contents

    9. Errors and Disputes 9.1 Typical Causes of Return and Corrections 9.2 Chargebacks 10. ANZ POS Move Terminal 10.1 ANZ POS Move Terminal menu structure 10.2 Terminal Features ANZ POS Move Terminal 10.3 ANZ POS Move Basic Functions 10.4 Terminal Keypad 10.5 Card Reader...
  • Page 3 21.2 Set Up the Terminal for Broadband Internet via Wi-Fi Communication 21.3 Pair the terminal and base for Bluetooth 22. ANZ POS Move Terminal – Integrated 22.1 How to Install ANZ POS Move Terminal – Integrated 23. Common terminal error messages 24. Filing and Retention of transaction Records and Vouchers...

  • Page 4: Welcome

    Your ANZ Merchant Agreement contains valuable information and important requirements relating to operating procedures. Instructions in this Merchant Operating Guide form part of the ANZ Merchant Agreement and may be changed or replaced by us in accordance with the terms of the merchant agreement. ANZ strongly recommends that you follow the security checks and procedures in this guide to assist in identifying and minimising fraudulent, invalid or unacceptable transactions.

  • Page 5: Authorisation

    • Authorisation of the transaction does not mean that the true cardholder has authorised the transaction • Authorisation does not protect the merchant from chargebacks • The bank, ANZ cannot guarantee that a transaction has been conducted by the true cardholder. Authorisation Declined Where an Authorisation is declined, please seek an alternative method of payment.
  • Page 6 Note: Please refer to your Merchant Agreement for further information on Floor Limits that apply to Manual Imprinter. Debit Card Floor Limits (not including Visa® and MasterCard® transactions) All Merchants cash/combined purchase/cash $0 Service stations, taxis/limousines, liquor and convenience stores $60 Supermarkets $200 All Other $100.

  • Page 7: Change Of Business Details

    The General Conditions describe various situations in which you must notify us of a change to your circumstances. Please visit https://www.anz.com/merchantconnect to complete and submit the respective form or contact ANZ Merchant Services on 1800 039 025 if there are any changes to your: • Business name and/or address •...

  • Page 8: Cards You Can Accept

    ANZ terminal on their credit card accounts. Cardholders can also access cheque and savings accounts where those accounts are linked to the credit card. Cardholders can access these accounts through the ANZ terminal using their PIN (Personal Identification Number) and in certain circumstances, their signature.

  • Page 9: Passwords

    • For each terminal, change your merchant password periodically, ideally at least every six months and/or after an authorised staff member has left your business. • Ensure only you and your authorised employees have access to your ANZ POS Move terminals and passwords.

  • Page 10: Merchant Cards

    To prevent a fire, power units and cords should be inspected regularly. If any damage to the power units and cords are found on your terminal, please contact ANZ Merchant Services on 1800 039 025 for assistance. It is important to clean your terminal regularly to maintain its operating efficiency as you may be charged if it is damaged.

  • Page 11: Stationery

    • 1 x Manual Transaction Processing • 1 x Terminal Quick Reference Guide (QRG) To re-order stationery, please visit anz.com/merchant connect or contact ANZ Merchant Services on 1800 039 025. Please note that you are only allowed to use the stationery...

  • Page 12: Fraud Minimisation

    7. FRAUD MINIMISATION Before commencing any transactions, please take time to read through the Fraud Minimisation, Data Security and Chargeback guide at ANZ.com for further detailed fraud information to assist you in protecting your business. 7.1 CARD PRESENT CARD CHECKLIST How to Safeguard Against Fraud: •...

  • Page 13: Fraud Minimisation For Credit Cards

    Split Ticket Transactions A transaction may be deemed invalid and charged back to you if, in ANZ’s reasonable opinion, it relates to one or more purchases made in the same merchant establishment which have been split into two or more transactions.
  • Page 14 • The customer’s signature on the transaction Voucher should match the signature on the card if a PIN is not used. Card Validation Code (CVC2): The Card Validation security feature is activated in all ANZ POS Move Terminals when processing Mail Order and Telephone Order transactions. Card Validation Code Turn the cardholder’s credit card over and locate the last 3-digits of the number printed...

  • Page 15: Fraud Minimisation For Debit Cards

    7.3 FRAUD MINIMISATION FOR DEBIT CARDS The following procedures are vital in helping you identify and minimise fraudulent debit card transactions via your Merchant Facility. Debit transactions are to be processed by swiping or inserting the presented card and having the customer enter their PIN or, in certain circumstances, their signature. 7.4 CARDS LEFT AT PREMISES From time to time customers may accidentally leave their debit or credit cards behind at your premises.

  • Page 16: Handling Cardholder Information Securely & Pci Dss

    Payment Card Industry Data Security Standard (PCI DSS). If you need to process MOTO or eCommerce or transactions regularly, talk to ANZ about our secure eCommerce payment solutions. Using a secure eCommerce solution, like a...

  • Page 17: Annual Pci Dss Assessment

    ANZ provides a complimentary PCI DSS Compliance Program to our merchants, including PCI-approved Network Vulnerability Scanning – please email pcicompliance@anz.com or contact ANZ on 1800 039 025 to request access to our PCI DSS program. 8.2 SECURING TRANSACTION RECORDS In general, no Cardholder data should be stored unless it is strictly for use within the business and absolutely necessary.
  • Page 18 (CVV2, CVC2), PIN or magnetic stripe data. The following sources provide guidance on card data storage: • Refer to the General Conditions, ANZ Merchant Services Section 14 for ‘Information collection, storage and disclosure’ . • For more information, visit the PCI Security Standards Council website at...

  • Page 19: Errors And Disputes

    It is important that you are fully aware of your obligations, the processes involved and possible outcomes. Please take time to carefully read through the Fraud Minimisation, Data Security and Chargeback guide at ANZ.com. You may be charged back for the value of a credit or debit (card schemes-issued) card sale where you have failed to follow the Bank’s procedures as stated in the General...
  • Page 20 Please refer to the General Conditions of your Merchant Agreement for further information on Chargebacks. If you need assistance understanding a particular Return and Correction or Chargeback, please contact ANZ Merchant Services on 1800 039 025 (24 hours a day, 7 days a week).

  • Page 21: Anz Pos Move Terminal

    Please take time to read it thoroughly and ensure that your staff read it too. 10.1 ANZ POS MOVE TERMINAL MENU STRUCTURE Below is the ANZ POS Move menu structure to assist you with navigating through the terminal MAIN MENU 1.

  • Page 22: Terminal Features

    ‘easy loading’ printer capable of printing at a speed of up to 30 lines per second. The ANZ POS Move is also equipped with a stylus for signature management, located on the bottom face in the bottom cover flap.

  • Page 23: Anz Pos Move Basic Functions

    Use the number keys to enter in the transaction amounts, authorisation numbers and hand key transactions. MENU Use the MENU key to access the ANZ POS Move terminal menu. ENTER The ENTER key validates input selection and information. The ENTER key is also used to power on the terminal.

  • Page 24: Card Reader

    Contactless Reader Tap the contactless-enabled card, Smartphone or wearable within 4cm of the contactless reader on the ANZ POS Move terminal. All 4 LEDs at the top of the terminal screen will be illuminated from the time the card reader is activated, until completion of the ‘Contactless’ transaction.

  • Page 25: Battery

    • Check if the battery symbol has a small lightning bolt above it (=battery charging) 10.9 SIM CARD A SIM Card is provided with your ANZ POS Move terminal. If your SIM Card cannot be read or has not been inserted the terminal will display ‘No SIM’...

  • Page 26: Safety

    ANZ POS terminal. In-Car Safety Using your ANZ POS terminal while in a vehicle may interfere with the vehicle’s electronic systems and, in some cases, may cause malfunctions in those electronic systems (e.g. ABS anti-lock systems, fuel injection systems).

  • Page 27: Processing A Sale

    Examples of areas with a potentially explosive atmosphere include fuelling areas such as petrol stations, below decks on boats, fuel or chemical transfer or storage facilities and areas where the air contains chemicals or particles such as grain, dust or metal powders. Please ensure that you do not transport or store flammable gas, liquid or explosives in the same compartment as your terminal.

  • Page 28: Processing Sale - Contactless Card, Smartphone Or Wearable (Purchase Amount More Than $100)

    11.2 PROCESSING SALE – CONTACTLESS CARD, SMARTPHONE OR WEARABLE (PURCHASE AMOUNT MORE THAN $100) Perform card security checks, please refer to section 7 Fraud minimisation for further information. Key in the purchase amount and then press ENTER. Note: Cash out is not supported on contactless card processing. Bypass the cash out amount by pressing ENTER.

  • Page 29: Processing A Sale With Cash Out

    11.3 PROCESSING A SALE WITH CASH OUT Perform card security checks, please refer to section 7 Fraud minimisation for further information. Key in the purchase amount and then press ENTER. Key in the cash amount using the numeric keys on the terminal. Verify the amount is correct and accept by pressing ENTER.

  • Page 30: Processing A Sale - Insert (Emv) And Swipe With Pin Or Signature

    11.4 PROCESSING A SALE – INSERT (EMV) AND SWIPE WITH PIN OR SIGNATURE Perform card security checks, please refer to section 7 Fraud minimisation for further information. Key in the purchase amount and then press ENTER. Key in the cash amount using the numeric keys if cash-out is required. If not, just press ENTER.

  • Page 31: Processing A Cash-Out Only Transaction

    To request this option, you must call ANZ Merchant Services. If cash-out is enabled on the terminal, the cash-out transaction can only be processed when the terminal is online and an approved authorisation has been received from the issuing bank for this transaction.

  • Page 32: Refunds

    Refund is only available if this transaction type has been enabled on the terminal, otherwise the option will not appear on the display. If Refund is not enabled on the terminal, please contact ANZ Merchant Services on 1800 039 025 for assistance.
  • Page 33 Key in the refund amount and press ENTER. PINpad prompts to enter the Merchant password. Enter the Password and press ENTER Insert, Swipe or Tap the cardholder’s card. Chip Cards are to be inserted and left in the Chip Card Reader. Magnetic Stripe Cards are to be swiped through the Magnetic Stripe Card Reader.

  • Page 34: Pre-Authorisation

    13. PRE-AUTHORISATION A merchant who operates a Hotel, Car Rental or Cruise Line business can process a Pre- Authorisation Transaction. Access to Pre-Authorisation menu screens (PRE AUTH) will be available to approved merchants within these specific industry groups. Pre-Authorisation authorises a transaction that will be completed at a later time. These transactions can only be performed on Visa®...

  • Page 35: Processing A Pre-Authorisation

    13.1 PROCESSING A PRE-AUTHORISATION Perform card security checks, please refer to section 7 Fraud minimisation for further information. Press the MENU key to access ANZ POS Move terminal menu. Select TRANSACTION Select PRE-AUTH Select PRE-AUTH agian Key in the pre-auth amount and Press ENTER...

  • Page 36: Pre-Authorisation Completion

    Perform card security checks Note: Please refer to section 7 Fraud Minimisation for further information on card security checks. Press the MENU key to access ANZ POS Move terminal menu. Select TRANSACTION Select PRE-AUTH Select COMPLETION...
  • Page 37 Key in the amount and Press ENTER Insert or Swipe the card if the card holder is present else manually enter the card details (Step 8-9 for manual entry) Key in the PIN number and press ENTER or press ENTER for Signature Note: When a valid Credit Card is presented, the PINpad prompts for PIN entry which may be bypassed by pressing ENTER This is applicable where customer is not present, e.g.

  • Page 38: Pre-Authorisation Cancel

    Pre-Authorisation as soon as possible. Perform card security checks Note: Please refer to section 7 Fraud Minimisation for further information on card security checks. Press the MENU key to access ANZ POS Move terminal menu. Select TRANSACTION Select PRE-AUTH Select PRE-AUTH CANCEL...

  • Page 39: Hand Key (Manual Entry) Processing

    “disputed” transaction. Please contact ANZ Merchant Services on 1800 039 025 before you hand key credit card details for Mail/Telephone Order Processing. You may only hand key credit card details for Mail/Telephone Order if authorised by ANZ.
  • Page 40 Key in the card number and press ENTER Note: While manually entering card number, the PINpad will display data as you key it in. If an Invalid card number was entered at PINpad. After approximately 2 seconds PINpad will re-prompt for entry of a valid Card Number.

  • Page 41: Mail Order Telephone Order (Moto)

    15. MAIL ORDER TELEPHONE ORDER (MOTO) For merchants authorised by ANZ to process Mail and Telephone Order the terminal will request that you identify the ‘source’ and the ‘nature’ of the transaction. Note: You are liable for any disputed transactions. The cardholder may dispute transactions for any reason.
  • Page 42 Key in the amount and Press ENTER PINpad prompts for the merchant password. Enter the merchant password and press ENTER Key in the card number and press ENTER Note: While manually entering card number, the PINpad will display data as you key it in. If an Invalid card number was entered at PINpad. After approximately 2 seconds PINpad will re-prompt for entry of a valid Card Number.

  • Page 43: Settlement

    16. SETTLEMENT ANZ offers same day settlement, every day. For ANZ business account holders, funds are available on the same day for ANZ POS terminal transactions settled before 9.00pm (AEST). For non-ANZ business account holders, ANZ transfers the funds to the merchant’s bank on the following business day and the availability of the funds will be determined by the merchant’s bank.

  • Page 44: Print Transactions

    This function allows to print a duplicate receipt of the last transaction processed when the terminal runs out of paper or a paper jam occurs. Press the MENU key to access ANZ POS Move terminal menu. Select PRINT Select TRANSACTIONS...

  • Page 45: Print Report

    18. PRINT REPORTS 18.1 AUDIT This function provides a print out of all the transactions processed in the current settlement period. Press the MENU key to access ANZ POS Move terminal menu. Select PRINT Select REPORTS Select AUDIT Terminal displays status ‘Scanning batch details’...

  • Page 46: Last Settlement

    The Last Settlement report lists the total amount credited to the merchant’s bank account as at the last Settlement period. This does not include American Express, Diners Club or JCB totals. Press the MENU key to access ANZ POS Move terminal menu. Select BATCH Select LAST SETTLEMENT Terminal displays status ‘PROCESSING’...

  • Page 47: Totals By Sub Total

    The Sub Totals report lists the different cards accepted (AMEX/JCB/Diners/ UnionPay/Visa/MasterCard & Debit) as well as the totals of the current settlement period. Press the MENU key to access ANZ POS Move terminal menu. Select BATCH Select TOTALS Select SUB TOTAL Terminal displays status ‘SCANNING BATCH’...

  • Page 48: Review Batch

    18.5 REVIEW BATCH This function allows you to review the details of the transaction, one at a time, in the current batch. Press the MENU key to access ANZ POS Move terminal menu. Select BATCH Select REVIEW BATCH Terminal displays status ‘SCANNING BATCH DETAILS’...

  • Page 49: Communication Options

    20. COMMUNICATION OPTIONS In addition to Mobile 4G connectivity, the following communication options are available on the ANZ POS Move Terminal • Internet via WIFI - Wi-Fi hotspot and Password is required to connect the terminal • Internet via Ethernet...

  • Page 50: Switching To An Alternative Communication Option

    20.1 SWITCHING TO AN ALTERNATIVE COMMUNICATION OPTION Press the MENU key to access ANZ POS Move terminal menu Select TERMINAL Select HOST COMMS Use the F2 or F3 touchscreen buttons to scroll to the preferred communication option and press ENTER 21.

  • Page 51: Set Up The Terminal For Broadband Internet Via Wi-Fi Communication

    Refer to step 21.3 on how to pair the terminal to the base for Bluetooth 21.2 SET UP THE TERMINAL FOR BROADBAND INTERNET VIA WI-FI COMMUNICATION Press the MENU key to access ANZ POS Move terminal menu Select TERMINAL Select OTHERS...

  • Page 52: Pair The Terminal And Base For Bluetooth

    The Wi-Fi symbol in the status header of the terminal will turn green 21.3 PAIR THE TERMINAL AND BASE FOR BLUETOOTH Place the ANZ POS Move terminal onto the base Press the MENU key to access ANZ POS Move terminal menu Select TERMINAL Select OTHERS Select SETTINGS Select BLUETOOTH Using the touchscreen, select ‘Switch On’...

  • Page 53: Anz Pos Move Terminal - Integrated

    Once the terminal is connected to the base, please follow the below instructions when installing your terminal. Associate with Base Place the ANZ POS Move terminal onto the base Press the MENU key to access ANZ POS Move terminal menu Select TERMINAL Select OTHERS Select SETTINGS Select BLUETOOTH Using the touchscreen, select ‘Switch On’...
  • Page 54 Press the FUNC key Key in 6 and press ENTER Your ANZ POS Move terminal has a SIM card in the back (either Optus or Telstra). If you are unsure what SIM card is in the terminal you can check by looking at the top left corner of the terminal to see if it displays Optus or Telstra.
  • Page 55 At ETHERNET SETTINGS, press the F2 touchscreen button to scroll to SKIP and press ENTER Press CANCEL to complete Interface change and return to the main ANZ screen Configuring Cable Type – USB Cable Press the FUNC key Key in 11112227 and press ENTER...
  • Page 56 Use the F2 touchscreen button to select USB SLAVE and press ENTER Terminal displays PROTOCOL, use the F2 touchscreen button to select VLI 38400 and press ENTER The terminal will return to the main ANZ idle screen Configuring Cable Type – Serial Cable Press the FUNC key Key in 11112227 and press ENTER Terminal displays ‘CONFIGURE TERMINAL COMMS?’, press ENTER...
  • Page 57 ANZ idle screen Note: If the screen does not display ‘LOGON IN PROGRESS PLEASE WAIT’ contact ANZ Merchant Services on 1800 039 025 for further assistance. If you have an activation/reference number, please have the number handy.

  • Page 58: Common Terminal Error Messages

    Below is a list of decline transaction responses you may come across while operating your ANZ POS Move terminal. Please contact ANZ Merchant Services (24/7) on 1800 039 025 if you are unable to resolve an issue or encounter a decline response not listed below.
  • Page 59 CARD NOT ACCEPTED Card rejected by CPT. TRAN CANCELLED No host response. NO RESPONSE CARD EXPIRED Card expired. CASH OUT NOT ALLOWED No cash on credit account. TRAN CANCELLED ERROR 02 Incoming TID mismatch. TRAN CANCELLED ERROR 05 Incoming MAC error. TRAN CANCELLED PDU error returned (see notes below).

  • Page 60: Filing And Retention Of Transaction Records And Vouchers

    30 months from the date of the transaction or such other period required by card schemes, Law or notified by ANZ. For easy retrieval of Vouchers and transaction Records, it is recommended to file them in date order.
  • Page 61 anz.com...

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