Ingenico i5100 Eftpos Operating Manual
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Ingenico i5100 Eftpos Operating Manual

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Dial-up
EFTPOS Merchant
Operating Guide

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  • Page 1 Dial-up EFTPOS Merchant Operating Guide...
  • Page 2 Phone Numbers THE FOLLOWING HELP DESK’S AND AUTHORISATION CENTRE’S ARE AVAILABLE TO YOU 24 HOURS A DAY, 7 DAYS A WEEK. Bank of Melbourne Electronic Banking Service Centre 1300 603 266 Service and Sales Support Help Desk (including stationery orders). Touch Help Desk ©...

  • Page 3: Table Of Contents

    Contents page Introduction 5.9 HowtoProcessa 1.1 MerchantResponsibility Pre-Authorisation forEquipmentand 5.10 HowtoProcess MaterialsProvided aCheckout How to Operate 1.2 CancellationofFacility 1.3 Damaged,LostorStolen User Management (Shift) Function Equipment 1.4 MerchantReceipts 6.1 HowtoActivate/ Getting Started DeactivateUser 2.1 i5100EFTPOS Management(Shift)mode 2.2 KeyboardLayout 6.2 HowtoSetUserID’s 2.3 ConnectingtheTerminal 6.3 HowtoStartShift...

  • Page 4: Introduction

    1.0 Introduction The Ingenico EFTPOS terminal enables online transactions to be processed for Debit Cards (Savings and Cheque accounts), Credit Cards (Visa and MasterCard®) and Charge Cards (American Express®, Diners Club® and JCB). To accept Charge Card transactions please contact the Charge Card provider.

  • Page 5: CancellationOfFacility

    1.2 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 603 266. You must ensure that all equipment and materials are available to be returned within five business days of our request.

  • Page 6: Dial-Up Eftpos Merchant Operating Guide – May

    Ordering Stationery By Phone Call the EFTPOS Helpdesk on 1300 603 266 (available 24/7). Follow the prompts and use your phone keypad to enter the following details: * Select your stationery items and quantities then: * Merchant Number (MID) * Trading Address Postcode Dial-up EFTPOS Merchant Operating Guide –...

  • Page 7: Getting Started

    2.0 Getting Started 2.1 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 PIN Pad for the customer and has an internal thermal printer for fast, quiet printing.

  • Page 8: KeyboardLayout

    2.2 Keyboard Layout CHQ/SAV CREDIT (Soft Function Keys) (Soft Function Key) Cancel Key Clear Key Enter Key Paper Feed Key Function key The CHQ (Cheque), SAV (Savings) and CR (Credit) keys (also Account keys: referred to as Soft Function Keys) allow the user to access the particular account type required when prompted.

  • Page 9: ConnectingTheTerminal

    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 – May 2011...
  • Page 10 1. Place the terminal on a clear, flat surface close to an electrical socket and telephone socket. The connectors are located on the underneath of the terminal as shown. 2. Plug the RJ12 phone connector on the curly end of the Y powered curly cord into the socket marked 3.

  • Page 11: PrinterAndPaperLoad

    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 12: Passwords And Codes

    3.0 Passwords and Codes The following information describes the passwords and codes used in this guide. Ensure that your passwords are changed regularly to prevent unauthorised use. 3.1 Refund Password This password is a security measure to ensure only those personnel who are authorised by you (as the authorised signatory) can process refunds through your terminal.

  • Page 13: UserManagementCode

    Access to these functions can be limited at your discretion. You are responsible for protecting this password against unauthorised use. You (as the authorised signatory) will need to contact the EFTPOS Helpdesk to change your passwords on 1300 603 266. 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 14: Procedures

    4.0 Procedures 4.1 Inserting a Chip Card When your terminal is enabled for chip card acceptance, chip cards are inserted into the terminal and left there for the duration of the transaction. The chip card reader is located at the bottom of the terminal below the keypad. Check the terminal is displaying the message INSERT/SWIPE CARD.

  • Page 15: SwipingAMagnetic

    4.2 Swiping a Magnetic Stripe Card The magnetic stripe reader is located on the right hand side of the terminal. Check the terminal is displaying the message INSERT/SWIPE CARD. Hold the card upside-down with the magnetic strip facing inwards. Swipe the card smoothly through the card reader, in either direction. Ensure the whole magnetic strip is swiped through the reader.

  • Page 16: OperatingTrainingMode

    In the following situations, the cardholder must be referred to their card issuer and an alternative form of payment requested. - Credit account transaction DECLINED - Savings/Cheque account transaction DECLINED - Credit/Debit card will NOT READ when performing a Savings/Cheque account transaction.
  • Page 17 To start training mode: TERMINAL DISPLAY PROCEDURE 22/05/2009 12.21 Press the Function (FUNC) button. ENTER AMOUNT Key in 101 and press ENTER. FUNCTION? Key in the terminal password and press ENTER. TRAINING MODE PASSWORD? 22/05/2009 12.21 When the terminal runs in training mode the idle screen is changed to display TRAINING MODE.
  • Page 18 Receipt in Training Mode Attheendoftrainingmodealltransactionsareresetandpreviousvaluesarerestoredto batchandROC(RecordofCharge)number. Dial-up EFTPOS Merchant Operating Guide – May 2011...

  • Page 19: Locking/Unlocking

    4.5 Locking/Unlocking Terminal Keyboard This function locks the terminal keyboard and prevents any unauthorised transactions taking place. The terminal remains locked even if powered off and on. TERMINAL DISPLAY PROCEDURE Press the Function (FUNC) button. 22/05/2009 12.21 ENTER AMOUNT Key in 4 and press ENTER. FUNCTION? Key in the terminal password and press ENTER LOCK TERMINAL...

  • Page 20: Transaction Procedures

    5.0 Transaction Procedures 5.1 How to Process a Sale TERMINAL DISPLAY PROCEDURE 22/05/2009 12.28 Key in the purchase amount and press ENTER. ENTER AMOUNT SALE $4.00 If ‘Purchase with Cash’ transactions are enabled on ADD CASH AMT the terminal, you can enter a cash-out amount. The &...
  • Page 21 Approved Receipt (approved with Approved Credit Card Receipt PIN, no signature required) (signature required) Remembertoalwayscheckthe receipttoverifyifatransaction hasbeenapproved. Dial-up EFTPOS Merchant Operating Guide – May 2011...

  • Page 22: HowToProcessACash

    5.2 How to Process a Cash Only Transaction If ‘Cash’ is enabled on the terminal, customers can be given cash out. Cash is available from cheque and savings accounts only. TERMINAL DISPLAY PROCEDURE 22/05/2009 12.30 Press ENTER until CASH is displayed on the screen. ENTER AMOUNT 22/05/2009 12.30 Press the select key beneath CASH.
  • Page 23 Cash Only Receipt Remembertoalwayscheckthe receipttoverifyifatransaction hasbeenapproved. Dial-up EFTPOS Merchant Operating Guide – May 2011...

  • Page 24: HowToProcessARefund

    5.3 How to Process a Refund Refunds may only be processed where there was an initial valid transaction on the same card. If a customer returns a purchase, or if an incorrect amount was charged, process a refund as follows: TERMINAL DISPLAY PROCEDURE 22/05/2009 12.31...
  • Page 25 Refund Receipt Remembertoalwayscheckthe receipttoverifyifatransaction hasbeenapproved. Dial-up EFTPOS Merchant Operating Guide – May 2011...

  • Page 26: HowToVoidATransaction

    5.4 How to Void a Transaction The Void function can be carried out on credit or charge cards to reverse a transaction that has not yet settled (where available). Note: DebitcardandPre-Authorisationtransactionscannotbevoided. TERMINAL DISPLAY PROCEDURE 22/05/2009 12.34 Press ENTER until VOID is displayed on the screen. ENTER AMOUNT 22/05/2009 12.34 Press the soft key beneath VOID.
  • Page 27 Void Receipt Remembertoalwayscheckthe receipttoverifyifatransaction hasbeenapproved. Dial-up EFTPOS Merchant Operating Guide – May 2011...

  • Page 28: HowToProcessA

    5.5 How to Process a Sale with Tip This process is a sale with tip enabled. It is most commonly used by restaurants. Note: TheTipfeatureneedstobeenabledontheterminal. TERMINAL DISPLAY PROCEDURE 22/05/2009 12.38 Key in the base amount and press ENTER. ENTER AMOUNT SALE $25.00 If ‘Purchase with Cash’...
  • Page 29 Before completing the refund, check that the initial transaction was approved. Hand the customer their copy of the transaction record and their card. If the transaction is declined, the terminal will display an error message giving the reason. An explanation of the error code is available in Chapter 11.2, Response Codes.

  • Page 30: HowToProcessA

    5.6 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. Note: TipAdditionappliestocreditandchargecardsonly.
  • Page 31 TERMINAL DISPLAY PROCEDURE 22/05/2009 12.48 Press ENTER until TIP is displayed on the screen. ENTER AMOUNT 22/05/2009 12.48 Press the select key beneath TIP. VOID MOTO TERMINAL PWD? Key in the terminal password and press ENTER. ADJUST Key in the ROC (Record of Charge) number of ENTER ROC NO.

  • Page 32: TipAdjustment

    Tip Adjustment Receipt Dial-up EFTPOS Merchant Operating Guide – May 2011...

  • Page 33: HowToProcessMultiple

    5.7 How to Process Multiple Tip Adjustments This function allows the operator to adjust multiple transactions without having to re-enter the terminal password. This function is suitable when there is more than one tip transaction that needs an adjustment. TERMINAL DISPLAY PROCEDURE 22/05/2009 12.50 Press the Function (FUNC) button.

  • Page 34: HowToProcessAMail

    5.8 How to Process a Mail/Telephone Order/e-Commerce transaction Transactions initiated by mail or telephone are known as MOTO (Mail Order or Telephone Order) transactions. ECOM (Electronic Commerce) transactions are those initiated over the Internet. MOTO and ECOM transactions can be processed on credit and charge cards only, as the cardholder is not present.
  • Page 35 TERMINAL DISPLAY PROCEDURE 22/05/2009 12.48 Press ENTER until MOTO or ECOM is displayed ENTER AMOUNT on the screen. 22/05/2009 12.48 Press the soft key beneath MOTO or ECOM. MOTO ECOM ENTER MOTO AMT Key in the purchase amount and press ENTER. MOTO $8.00 Key in the card number and press ENTER.
  • Page 36 Approved MOTO Receipt Dial-up EFTPOS Merchant Operating Guide – May 2011...

  • Page 37: Pre-Authorisation

    5.9 How to Process a Pre-Authorisation This function is used to reserve funds for a sale to be processed at a later time. Car rentals and hotels/motels most commonly use this function. Note: Pre-Authorisationtransactionscanonlybeperformedoncreditcardsandchargecards andonlywhereyouhavebeenauthorisedtodoso.Besuretoretainthereceiptasitmight berequiredtoprocessthecompletiontransactionknownasacheckout. TERMINAL DISPLAY PROCEDURE 22/05/2009 12.54 Press ENTER until AUTH is displayed on the screen.
  • Page 38 Before completing the sale, check that the initial transaction was approved. Hand the customer their copy of the transaction record and their card. If the transaction is declined, the terminal will display an error message giving the reason. An explanation of the error code is available in Chapter 11.2, Response Codes.

  • Page 39: How To Process A Checkout

    5.10 How to Process a Checkout A checkout is used to complete an earlier pre-authorisation. You might need the ROC No. or Auth. ID printed on the pre-authorisation receipt for matching purposes. Car rental and hotel/motel merchants most commonly use this function. This function is an offline process and requires the approval code printed on the receipt of the original pre-authorisation transaction.
  • Page 40 TERMINAL DISPLAY PROCEDURE $40.00 If your terminal is enabled for tips, this screen may ADD TIP AMT appear. Key in the tip amount and press ENTER or, & / OR ENTER just press ENTER. $40.00 Press ENTER to confirm Checkout amount. ENTER TO CONFIRM VERIFY SIGNATURE If the card was inserted, remove the card from...
  • Page 41 Checkout Receipt Remembertoalwayscheckthe receipttoverifyifatransaction hasbeenapproved. Dial-up EFTPOS Merchant Operating Guide – May 2011...

  • Page 42: How To Operate User Management (Shift) Function

    6.0 How to Operate User Management (Shift) Function This function is also known as shift management. It is independent of the settlement times. This function allows you to keep a record of users who have operated the terminal in a shift period. Pleasenote: Shifttotalsareindependentfromsettlementtimes.TheShifttotalsarenotresetwhenthe settlementisperformed.

  • Page 43: HowToSetUserId's

    6.2 How to Set User ID’s. The terminal can have up to 10 user ID’s. User ID’s are unique two digit numbers (01, 02, etc.) allocated by you to ID individual users. TERMINAL DISPLAY PROCEDURE 22/05/2009 12.54 Press the Function (FUNC) button. ENTER AMOUNT FUNCTION? Key in 60 and press ENTER.

  • Page 44: HowToStartShift

    6.3 How to Start Shift The terminal can manage up to 10 different users, the first (User 01) being referred to as the shift leader. The shift leader must start a shift before the other users. For each user, the terminal stores the number of transactions, the total transaction amount and the tip amount.
  • Page 45 Shift Report Dial-up EFTPOS Merchant Operating Guide – May 2011...

  • Page 46: Reporting Functions

    Reporting Functions How to Print Sub Totals Report This function will print a report of all transactions performed since the last settlement, without resetting the totals in the terminal. TERMINAL DISPLAY PROCEDURE Press ENTER until SUB is displayed on the screen. 22/05/2009 13.06 ENTER AMOUNT Press the select key directly beneath SUB.
  • Page 47 Subtotals Report Dial-up EFTPOS Merchant Operating Guide – May 2011...

  • Page 48: TerminalSettlement

    7.2 Terminal Settlement Settlement for the EFTPOS EXTRA device 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 49 Settlement Report Dial-up EFTPOS Merchant Operating Guide – May 2011...

  • Page 50: How To Reprint Last Settlement

    7.3 How to Reprint Last Settlement This function will reprint the last settlement which has occurred. TERMINAL DISPLAY PROCEDURE 22/05/2009 13.09 Press the Function (FUNC) button. ENTER AMOUNT FUNCTION? Key in 70 and press ENTER. PRINTING PLEASE WAIT This prompt is displayed as the report is printing. 7.4 Tip Reporting This function is used to print information relating to tips processed in the settlement period.

  • Page 51: HowToPrintTipReport

    To Deactivate Tip Report Function TERMINAL DISPLAY PROCEDURE TIP REPORT DEACTIVATE? To deactivate the tip report, follow the above steps. Press ENTER to deactivate the tip report. 7.5 How to Print Tip Report Once the Tip Report function has been activated, the report can be printed many times during the settlement period.
  • Page 52 Tip Report Dial-up EFTPOS Merchant Operating Guide – May 2011...

  • Page 53: How To Reprint Last Transaction

    7.6 How to Reprint Last Transaction This function will reprint the receipt of the last transaction performed. Note: Thiscanonlybedonefromthecurrentsettlementperiod. TERMINAL DISPLAY PROCEDURE 22/05/2009 13.24 Press the Function (FUNC) button. ENTER AMOUNT FUNCTION? Key in 72 and press ENTER. PRINTING PLEASE WAIT This prompt is displayed as the receipt is printing.

  • Page 54: HowToDoA

    7.7 How to do a Transaction Scroll This function allows the operator to view all the transactions that have not been settled. TERMINAL DISPLAY PROCEDURE Press the Function (FUNC) button. 22/05/2009 13.06 ENTER AMOUNT FUNCTION? Key in 1 and press ENTER. VIEW BATCH The first transaction in the batch will be displayed.

  • Page 55: How To View Specific Transaction

    7.8 How to View Specific Transaction This function will allow the operator to view a specific transaction which has not yet settled. It is similar to a transaction scroll (refer section 7.5) except that the terminal will prompt for a ROC number. TERMINAL DISPLAY PROCEDURE 22/05/2009 13.06...

  • Page 56: How To Reprint Specific Transaction

    7.9 How to Reprint Specific Transaction This function will allow the operator to reprint a specific transaction. Note: Reprint of a specific transaction can only be done from current settlement period. TERMINAL DISPLAY PROCEDURE 22/05/2009 13.24 Press the Function (FUNC) button. ENTER AMOUNT FUNCTION? Key in 73 and press ENTER.

  • Page 57: How To Print Transaction Log

    7.10 How to Print Transaction Log This function will print out a summary of each transaction performed in the day’s batch period. It will print, in one list, transactions done on all card types (MasterCard®, American Express® etc). Note: Printing of the transaction log can only be done from the current settlement period.
  • Page 58 Transaction Log Dial-up EFTPOS Merchant Operating Guide – May 2011...

  • Page 59: Fall Back Sales Procedures

    8.0 Fall Back Sales Procedures 8.1 Electronic Fall Back The Electronic Fall Back (EFB) facility is available only when enabled on the terminal, and only for certain card types. Electronic Fall Back is the ability to continue performing transactions on the terminal, even when communication with the St.George host system for on-line approval has been lost or the Issuer is unavailable.

  • Page 60: ManualFallBack

    8.2 Manual Fall Back The EFTPOS terminal supplied to you is very reliable and Bank of Melb is committed to ensuring its smooth operation is maintained. Any problems should be promptly reported to the EFTPOS Helpdesk on 1300 603 266. If your terminal fails to function correctly you may revert to manual fall back.

  • Page 61: 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 the instructions in the Figure 1 – Interface Cable diagram below illustrate how to connect the terminal to the cash register.

  • Page 62: Minimising Fraud

    10.0 Minimising Fraud At Bank of Melb, we take fraud seriously, and you should too. Fraud can cost your business significant amounts of money, and certain types of merchants – based on the types of goods sold – are more prone to fraudulent transactions than others.
  • Page 63 Where Can I Find the CCV Security Code? Some cards, for example MasterCard® and Visa, have a three-digit CCV printed on the signature strip on the reverse side of the card. Other numbers may precede the CCV. The last three digits on the signature strip are the CCV.

  • Page 64: Trouble Shooting

    11.0 Trouble Shooting 11.1 Hardware Faults HARDWARE ACTION FAULTS No response from 1. Ensure that the power cable is securely connected to the terminal the terminal. 2. Power off the terminal for 10 seconds. 3. Power on the terminal. 4. Retry the transaction. 5.

  • Page 65: ResponseCodes

    11.2 Response Codes Below is a copy of a receipt, which indicates the location of the Response Codes. Response Code Location Where your terminal displays a response code not listed on your guide, and you use an electronic terminal supplied by us, you should phone us on 1300 603 266 for clarification.
  • Page 66 CODE DISPLAY CAUSE/ACTION APPROVED The transaction has been approved. APPROVED The transaction has been approved if the signature With signature is correct. APPROVED The transaction has been approved. APPROVED The transaction has been approved. CALL FOR AUTH Unable to obtain electronic authorisation. Call for authorisation from appropriate card issuer then complete manual sales voucher if approved.
  • Page 67 CODE DISPLAY CAUSE/ACTION WRONG ACCOUNT Retry the transaction, selecting a different account. If the transaction is declined again, obtain another form of payment. Advise cardholder to contact issuing bank. CONTACT Contact manual Credit Card Authorisations. CARD ISSUER Press the option for extension 500. CONTACT Contact manual Credit Card Authorisations.
  • Page 68 CODE DISPLAY CAUSE/ACTION CANNOT PAY Retry the transaction. If the transaction is declined again, obtain another form of payment. Advise cardholder to contact issuing bank. PLEASE RETRY Retry the transaction. If the transaction is declined again, obtain another form of payment. Cardholder to contact issuing bank.

  • Page 69: Glossary

    12.0 Glossary CCV Number An additional security feature used in transactions where the card (Card Check number is entered manually, for example when the cardholder is Value) not present (MOTO or ECI). Charge Card American Express®, Diners Club® or JCB card. Credit Card MasterCard®...
  • Page 70 Notes Dial-up EFTPOS Merchant Operating Guide – May 2011...
  • Page 71 This page has been left blank intentionally. Dial-up EFTPOS Merchant Operating Guide – May 2011...
  • Page 72 Bank of Melbourne–ADivisionofWestpacBankingCorporation ABN33007457141AFSL233714ACL233714. BOM1075605/11...

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