VeriFone V240m User Manual
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VeriFone V240m User Manual

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MERCHANT
SOLUTIONS
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Verifone V240m

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Summary of Contents for VeriFone V240m

  • Page 1 MERCHANT SOLUTIONS AutoLink User Manual: Verifone V240m...
  • Page 2 AUTOLINK USER MANUAL Verifone V240m Point-of-sale (POS) devices supplied and supported by Standard Bank...
  • Page 3 CONTENTS POS Device Functions Card Information Overview General POS Device Information General Transaction Flow 5.1. Purchase 5.2. Refund 5.3. Cancel 6.1. Retail 6.2. Restaurant 6.3. Value added services (VAS) Usage and Maintenance of the POS Device Refund Transactions Accepting Chip and PIN Cards Other Information Avoiding Fraud Credit Card Security Features...
  • Page 4 POS DEVICE FUNCTIONS Touchscreen Displays the next transaction when a list is available, used in the ‘correction’ and ‘authorisation’ completion flow Magnetic Swipe Card Slot The magnetic strip must face inwards towards the terminal Cancel Key, used to exit screen Clear key to back space Enter key, used to confirm a setting Or other entries On/Off/ button...
  • Page 5 CARD INFORMATION OVERVIEW Issuing Bank The responsible bank who issued the card to the member Tap to Pay ™ Tap to Pay functionality available ™ Card Association Logos All POS devices accept VISA, MasterCard and Union ® Pay International. American Express, Diners Club, RCS, Fleet and other card types can only be accepted if the merchant has signed a separate merchant agreement with these issuers...
  • Page 6 GENERAL POS DEVICE INFORMATION 1. TURNING THE POS DEVICE ON AND OFF To turn the POS device on, hold down the green circular button (O) for 15 seconds. To turn the POS device off, hold down the red cross button (X) for 15 seconds. 2.
  • Page 7 Advanced To access the advanced functions, contact the SBSA Help Desk for a one-time PIN (OTP). Communication • To view communication information for authorisation, banking and VAS, tap the ‘information bar’ and then ‘comms’ (positioned at the bottom of the screen). The following information will be displayed: View comms information Authorisations...
  • Page 8 4. DAILY ACTIVITIES Check daily if all is in order with the POS device. Tap the ‘information bar’ to see the device’s ‘batch transactions count’ . See Batch Number field: Batch number 0001 (0 transactions) To view banking totals: STEP 1 Select ‘menu’...
  • Page 9 8. POTENTIAL ERRORS Outlined below is a list of the possible errors a user might experience. Please note that this list may not include all errors users experience in the field but is rather just a general guideline. If any of the below errors, or any errors that are not documented, persist, please contact our support team immediately.
  • Page 10 8.3. Hot cards file outdated error If ‘hot cards file outdated’ is displayed, the POS device’s hot cards are out of date or have failed to download. Complete a parameter download as seen above. 8.4. Comms error / Error connecting Check the POS device’s Wi-Fi or GPRS signal and tap for more information.
  • Page 11 8.9. Touch pad or screen or keyboard is stuck Reboot the POS device and report the problem to our Help Desk. 8.10. Printed ‘authorisation failed’ On the ‘authorisation failed’ receipt, read the detailed error message and reason for decline. If still unclear, contact our authorisation centre. Please note that declined responses do not necessarily mean insufficient funds.
  • Page 12 GENERAL TRANSACTION FLOW Press the # key or tap on the screen the screen the STEP 1 transaction list and select ‘purchase & cash’ STEP 2 A list of transactions is displayed to select STEP 3 Scroll down and select ‘purchase’ STEP 4 Enter the amount for goods purchase and then press ‘OK’...
  • Page 13 STEP 15 An approved receipt is printed for the customer STEP 16 If the transaction is declined, a declined receipt is printed The POS device will display ‘please tear off the receipt and STEP 17 return the device’ STEP 18 Press ‘OK’...
  • Page 14 B) Insert a chip card Follow on from the general transaction flow STEP 1 If a chip card is swiped, the POS device will ask to insert the card STEP 2 Insert the chip card, chip side up, chip first into the POS device When the card has more than one application linked, the POS STEP 3 device will display an ‘account selection’...
  • Page 15 D) Manual PAN entry STEP 1 Press the * key or tap from the main screen STEP 2 Select ‘merchant’ STEP 3 Select ‘manual’ STEP 4 If enabled, enter the operator (cashier or attendant) ID STEP 5 Enter the supervisor ID and PIN The POS device will display all transactions that manual card STEP 6 entry is allowed:...
  • Page 16 STEP 10 Enter the CVV number (found at the back of the card) STEP 11 Press ‘OK’ (O) STEP 12 The transaction will connect online for authorisation Continue as per general transaction flow. Check the ‘automatic settlement’ every day. Ensure to leave the POS device powered up and plugged in to comms every night.
  • Page 17 1. Purchase 2. Refund 3. Cancel...
  • Page 18 1. PURCHASE Select and enter If enabled, enter the STEP 2 STEP 1 the amount operator or cashier ID as well as a reference number Enter Reference number Operator ID Pass the POS device The customer must STEP 3 STEP 4 to the customer insert, swipe or Tap to Pay his /her bank card.
  • Page 19 If the transaction is approved, the POS device screen will STEP 7 display ‘approved’ Remove Card STEP 8 The customer must remove his /her card The POS device will ask whether the customer wants an electronic STEP 9 receipt via email or SMS. Select ‘email’ or ‘SMS’ and enter the mode of communication.
  • Page 20 RETAIL Entering a purchase amount on the default idle screen will start the purchase. Alternatively, press the # key or tap on the screen for a list of transactions. The following transaction list will be displayed: 1. Purchase 2. Purchase with cash back 3.
  • Page 21 1. PURCHASE STEP 1 Press the # key or tap on the screen for a list of transactions STEP 2 Select ‘purchase’ STEP 3 If cashiers are enabled, enter the cashier user ID STEP 4 If the cashier requires a PIN, enter the cashier’s PIN STEP 5 Enter the amount to purchase STEP 6...
  • Page 22 ‘Insert, swipe or tap card’ is displayed on the screen STEP 10 with the total amount to pay If contactless is enabled, the POS device will display the following: If contactless is not enabled, the POS device will display the following: If the chip card cannot be read, the POS device will display the following: STEP 11 The customer can insert, swipe or Tap to Pay...
  • Page 23 When the card has more than one application linked, the POS device STEP 12 will display an ‘account selection’ screen (‘savings’ , ‘cheque’ or ‘credit’) EMV card Swipe card If a credit card is used, and budget is allowed, the allowed STEP 13 ‘budget period’...
  • Page 24 STEP 17 The POS device will display the following screen: Connecting Authorising The POS device will show a turning dial while it waits for a response. After communications with the host, the transaction is successfully approved or declined. STEP 18 The POS device will display ‘would you like a receipt?’...
  • Page 25 2. PURCHASE WITH CASH BACK The only difference between a ‘Purchase with cash back’ and a ‘Purchase’ is the cash amount is asked for. STEP 1 Press the # key or tap on the screen STEP 2 Select ‘purchase with cash back’ STEP 3 If cashier is enabled, enter the cashier (user) ID STEP 4...
  • Page 26 3. CASH WITHDRAWAL STEP 1 Press the # key or tap on the screen STEP 2 Select ‘cash withdrawal’ STEP 3 : If cashiers are enabled, enter the cashier (user) ID STEP 4 If the cashier requires a PIN, enter the cashier’s PIN STEP 5 Enter the cash amount to purchase and press ‘OK’...
  • Page 27 4. REFUND STEP 1 Press the # key or tap on the screen for the transaction list STEP 2 Select ‘refund’ STEP 3 If cashier is enabled, enter the cashier (user) ID STEP 4 If the cashier requires a PIN, enter the cashier’s PIN STEP 5 Call for override and press ‘OK’...
  • Page 28 5. CANCEL (REVERSE OR CORRECTION) STEP 1 Press the # key or tap on the screen for the transaction list STEP 2 Select ‘cancel’ STEP 3 If cashier is enabled, enter the cashier (user) ID STEP 4 If the cashier requires a PIN, enter the cashier’s PIN STEP 5 Call for override and press ‘OK’...
  • Page 29 When the card has more than one application linked, the POS device will STEP 12 display an ‘account selection’ screen; select the appropriate account If the card is not the same as the last transaction on the POS device, then the transaction cannot be reversed.
  • Page 30 6. VOICE APPROVAL / VOICE OVERRIDE STEP 1 Press the # key or tap on the screen for the transaction list STEP 2 Select ‘voice approval’ or ‘voice override’ STEP 3 If cashiers are enabled, enter the cashier (user) ID STEP 4 If the cashier requires a PIN, enter the cashier’s PIN STEP 5...
  • Page 31 STEP 13 Insert or swipe the card When the card has more than one application linked, the POS device will STEP 14 display an ‘account selection’ screen; select the appropriate account STEP 15 The POS device will display ‘approved’ STEP 16 The POS device will display ‘please remove card’...
  • Page 32 7. BALANCE ENQUIRY STEP 1 Press the # key or tap on the screen for the transaction list STEP 2 Select ‘balance enquiry’ STEP 3 Call for override and press ‘OK’ (O) STEP 4 To authorise, enter the supervisor ID and PIN STEP 5 The POS device will display ‘please pass to customer’...
  • Page 33 8. PRE-AUTHORISE STEP 1 Press the # key or tap on the screen for the transaction list STEP 2 Select ‘pre-authorise’ STEP 3 Enter the amount to pre-authorise STEP 4 If cashiers are enabled, enter the cashier (user) ID STEP 5 If the cashier requires a PIN, enter the cashier’s PIN STEP 6 If requested, enter the reference number to print on the receipt...
  • Page 34 Press # for the transac The POS device will display the following STEP 13 information: Connecting Authorising STEP 14 Press ‘OK’ (O) to print the receipt STEP 15 An approved receipt is printed for the customer The POS device will display ‘please tear off the receipt STEP 16 and return the device’...
  • Page 35 9. PRE-AUTHORISE COMPLETION STEP 1 Press the # key or tap on the screen for the transaction list STEP 2 Select ‘pre-auth completion’ STEP 3 If cashiers are enabled, enter the cashier (user) ID STEP 4 If the cashier requires a PIN, enter the cashier’s PIN STEP 5 Enter the amount for completion and press ‘OK’...
  • Page 36 When the card has more than one application linked, the POS device will STEP 12 display an ‘account selection’ screen; select the appropriate account If the card is not the same as the transaction on the POS device, then the transaction cannot be completed.
  • Page 37 10. PRE-AUTHORISATION CANCEL STEP 1 Press the # key or tap on the screen STEP 2 Select ‘pre-auth cancel’ STEP 3 If cashiers are enabled, enter the cashier ID STEP 4 If the cashier requires a PIN, enter the cashier’s PIN STEP 5 Call for override and press ‘OK’...
  • Page 38 STEP 13 The POS device will display ‘approved’ STEP 14 Press ‘OK’ (O) to print the receipt or ‘cancel’ to skip STEP 15 An approved receipt is printed STEP 16 The POS device will display ‘would you like a receipt?’ STEP 17 Tear off the receipt and return the device A merchant receipt copy is printed;...
  • Page 39 11. DEPOSIT/PAYMENT STEP 1 Press the # key or tap on the screen for the transaction list STEP 2 Select ‘payment or deposit’ STEP 3 If cashiers are enabled, enter the cashier (user) ID STEP 4 If the cashier requires a PIN, enter the cashier’s PIN STEP 5 Call for override and press ‘OK’...
  • Page 40 RESTAURANT Entering a purchase amount on the default idle screen will start the purchase. Alternatively, press the # key or tap on the screen for a list of transactions. The following transaction list will be displayed: 1. Purchase 2. Purchase with cash 3.
  • Page 41 1. PURCHASE STEP 1 Press the # key or tap on the screen for the transaction list STEP 2 Select ‘purchase’ STEP 3 If cashiers are enabled, enter the cashier (user) ID STEP 4 If the cashier requires a PIN, enter the cashier’s PIN STEP 5 Enter the amount to purchase and press ‘OK’...
  • Page 42 STEP 10 ‘Tap, swipe or insert card’ is displayed with the total amount If contactless is enabled, the POS device will display the following: If contactless is not enabled, the POS device will display the following: If the chip card cannot be read, the POS device will display the following: STEP 11 Insert, swipe or tap the card When the card has more than one application linked, the POS device...
  • Page 43 If a credit card is used, and budget is allowed, the allowed ‘budget STEP 13 period’ is displayed on the screen. This amount must be greater than the minimum budget amount. If ‘budget’ was selected, then select the budget period 3 to 60; confirm screen is displayed.
  • Page 44 STEP 18 The POS device will display ‘would you like a receipt?’ STEP 19 Press ‘OK’ (O) to print or ‘cancel’ to skip STEP 20 An approved receipt is printed for the customer The POS device will display ‘please tear off receipt STEP 21 and return the device’...
  • Page 45 4. REVERSE LAST Follow the same process as for ‘purchase’ except that ‘no purchase amount’ or ‘tip amount’ is entered. If this card is not the same as the last transaction on the POS device, then the transaction cannot reverse. The POS device will display the following: Transaction not found. 5.
  • Page 46 VALUE ADDED SERVICES (VAS) Value added services (VAS) are products and services available on the POS devices at merchants. At a till point, in addition to being able to pay for their goods and services, customers are offered a range of value added services: Airtime or data Pre-paid electricity Pre-paid funeral policy...
  • Page 47 1. AIRTIME OR DATA STEP 1 Press the * key or tap on the device screen STEP 2 Select ‘prepaid’ STEP 3 Enter login details STEP 4 Select ‘prepaid products’ STEP 5 Select ‘airtime and data’ STEP 6 Select ‘service provider’ (e.g. Vodacom or MTN) Select the desired product (e.g.
  • Page 48 If PIN-based is selected, the voucher number will be printed. PINless STEP 11 sends the airtime/SMS bundle directly to the selected cellphone number (the user must provide a cellphone number for this) STEP 12 The POS device screen will display ‘would you like a receipt?’ STEP 13 Select ‘yes’...
  • Page 49 STEP 6 Enter the meter number STEP 7 Enter the amount STEP 8 The POS device will display a quote STEP 9 Press ‘enter’ to accept the quote. The POS device will print the quote STEP 10 Select payment method (cash or card) •...
  • Page 50 3. PRE-PAID FUNERAL POLICY STEP 1 Press the * key or tap on the device screen STEP 2 Select ‘prepaid’ STEP 3 Enter login details (refer to access controls) STEP 4 Select ‘prepaid products’ STEP 5 Select ‘funeral’ STEP 6 Select the product (e.g.
  • Page 51 STEP 13 The POS device will display a quote STEP 14 Press ‘enter’ to confirm quote. The POS device will print a quote STEP 15 Select payment method (cash or card) • If cash is selected, the POS device will request the voucher and print two receipts with relevant details •...
  • Page 52 4. INSTANT MONEY 5.1 BALANCE ENQUIRY STEP 1 Press the * key or tap on the device screen STEP 2 Select ‘prepaid’ STEP 3 Enter login details STEP 4 Select ‘prepaid products’ STEP 5 Select ‘Instant Money’ STEP 6 Select ‘balance enquiry STEP 7 Enter the voucher number The POS device will print a receipt.
  • Page 53 STEP 6 Select ‘redeem voucher’ STEP 7 Enter the voucher number STEP 8 Enter the PIN The POS device will print a receipt. 5. VOUCHER REPRINT STEP 1 Press the * key or tap on the device screen STEP 2 Select ‘merchant’...
  • Page 54 USAGE AND MAINTENANCE OF THE POS DEVICE The POS device is a sensitive electronic device, similar to a cellphone. Any physical operational abuse or dropping of the POS device can damage the device, resulting in unpredictable operational behaviour. The POS device must be kept clean and free of any dust, dirt or grime that can penetrate and damage the keyboard, thermal print head, chip reader and magnetic strip reader.
  • Page 55 ACCEPTING CHIP AND PIN CARDS FOLLOW THESE FOUR STEPS TO PROCESS A CHIP TRANSACTION: 1. CHECK Identify whether the card has a chip. It looks like this: CHIP 2. INSERT Insert the chip card into the POS device and follow the prompts. The POS device will outline how to complete the transaction and whether the customer needs to enter his/her PIN or sign the receipt.
  • Page 56 OTHER INFORMATION DATA SECURITY Cardholder privacy Only the cardholder should enter his or her PIN (the cashier may not ask the cardholder for his or her PIN). When performing a PIN authorised transaction, ensure the cardholder’s privacy: Staff members should look away when a customer is entering his or her PIN Other customers in the queue should leave enough room to allow for sufficient privacy Ideally, PIN pads should have a privacy shield Security cameras should not point at the PIN pad...
  • Page 57 Ensure that you raise any reliability issues with Standard Bank. When performing a magnetic strip card transaction, ensure that the customer signs the merchant receipt copy. This receipt must be kept as proof of purchase to refute any chargebacks from the cardholder. All merchants must retain receipts for at least six months in the event of chargebacks.
  • Page 58 CHARGEBACKS TO MERCHANT ACCOUNTS CAN OCCUR UNDER THE FOLLOWING CIRCUMSTANCES: The card account number submitted is invalid Authorisation was not obtained for manual transactions or transactions above the floor limit The authorisation was denied The authorisation code provided by you is invalid The card account number or the amount of the sale is missing or illegible on the imprint voucher The transaction amount is duplicated...
  • Page 59 If the card is swiped through the POS device and the POS device prompts that the card must be inserted into the chip reader, do so immediately. If the POS device prompts you to insert the card into the chip reader but there is no chip on the card, do not proceed with the transaction.
  • Page 60 CARD SECURITY FEATURES 0000 0000 0000 0000 Credit card security features The embossed account number must be clear and uniform in size and spacing A four-digit number will always be pre-printed on the card; it must match the first four digits of the embossed account number The valid date lists the last date on which the card is valid;...
  • Page 61 IMPORTANT THINGS TO REMEMBER WHEN ACCEPTING A CREDIT CARD A credit card is never transferable, and only the person whose name is embossed on the front of the credit card is authorised by the said bank to use the credit card No other person can be authorised to use the credit card on his or her behalf or sign any sales voucher Always check that the credit card has not expired and that the card is signed;...
  • Page 62 If you’re not sure what the signature panel should look like, call your bank if you’re suspicious of the presenter or the credit card being presented (you’ll receive a R500 reward for any stolen credit card you recover and a further R500 reward for the presenter of such a stolen or counterfeit credit card or any positive information that leads to the arrest and conviction of the said presenter, but remember: your safety is our main concern, so always follow our instructions when phoning the bank for a...
  • Page 63 GPRS SIM CARD USAGE AND REPLACEMENT SIM CARD INFORMATION The POS device makes use of a GPRS data-only SIM card, provided either by MTN or Vodacom. This SIM card is provisioned for banking data transactions only and cannot be used in a standard cellular phone. Should the SIM card be removed from the POS device and placed in another device, the SIM card will automatically be blocked by the network operator.
  • Page 64 FREQUENTLY ASKED QUESTIONS 1. WHAT DO I DO WHEN I HAVE TO REPLACE A FAULTY POS DEVICE? If a POS device stops working, call the SBSA Call Centre to have it swapped out. A replacement POS device will be delivered to your store, and the faulty POS device will be collected.
  • Page 65 You’ll know that a transaction has gone through successfully if the POS device prints out a merchant copy. The transaction will reflect in the current batch. If a customer has a double debit on his or her account but only a single transaction shows in your batch or in your account, the cardholder has to dispute the transaction with his or her bank.
  • Page 66 8. WHAT IS A CHARGEBACK TRANSACTION? A chargeback is a transaction or part of a transaction which the acquiring bank, Standard Bank, may debit to your bank account. A chargeback may be processed for multiple reasons including, but not limited to, goods not received, authorisation not received and customer disputed transactions.
  • Page 67 CONTACT DETAILS, HOURS OF OPERATION AND SUPPORT For all merchant-related queries, contact Standard Bank Merchant Solutions on 086 100 1200. Hours of operation and support Monday to Friday 7am to 8pm Saturday 8am to 8pm Sunday 8am to 8pm Visit our website at www.standardbank.co.za/merchantsolutions for more information. You can find a wide range of valuable resources under the ‘Tools and Services’...

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