Ingenico iwl255 Quick Reference Manual
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Ingenico iwl255 Quick Reference Manual

Eftpos merchant facilities
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EFTPOS
Merchant Facilities
Quick Reference
Guide
(iwl255/ict250)

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  • Page 1 EFTPOS Merchant Facilities Quick Reference Guide (iwl255/ict250)
  • Page 2 How to Use this Guide This handy Quick Reference Guide has been designed to give you step-by-step, easy-to-follow instructions on how to correctly use your Suncorp EFTPOS terminal. Simply go to the appropriate section, which has been tabbed for your convenience, and follow the user-friendly advice.

  • Page 3: Table Of Contents

    Contents Contact Details Merchant Terminal Faults ......................6 Other Merchant Enquiries (Account Queries / Changes) .............6 Manual Authorisations – Visa/MasterCard ...................6 Manual Authorisations – Debit Cards ..................6 Chargeback Queries ........................6 American Express ........................6 Diners Club ...........................6 Stationery Ordering ........................6 Terminal Overview Countertop Terminal Keyboard Layout ..................8 Mobile Terminal Keyboard Layout ....................8 Accessing the Merchant Menu ....................9...
  • Page 4 Transaction Processing Hospitality/Accommodation Debit Card Purchase ........................28 Debit Card Purchase with Cashout ....................28 Debit Card Cashout Only ......................29 Credit Card/Charge Card Purchase ...................29 Refund ............................30 MOTO (Mail Order/ Telephone Order) transaction ..............31 Card Present Manual Entry Transaction ..................32 Void .............................33 Pre Authorisation ........................33 Completion ..........................34 Merchant Functions...

  • Page 5: Contact Details

    Contact Details Here are some handy contact numbers to help make using your Suncorp EFTPOS terminal as easy as possible. EFTPOS Merchant Facilities Quick Reference Guide...

  • Page 6: Merchant Terminal Faults

    Contact Details Merchant Terminal Faults 1800 836 055 (24 hours a day, 7 days a week) Please have the following information ready: • merchant number • terminal number Other Merchant Enquiries (Account Queries/Changes) 13 11 75 (Monday to Friday 8:30am – 5:00pm AEST except Brisbane public holidays) Please have the following information ready: •...

  • Page 7: Terminal Overview

    Terminal Overview The Terminal Overview provides information on the functionality of the buttons on your EFTPOS Terminal and how to initiate a transaction. EFTPOS Merchant Facilities Quick Reference Guide...

  • Page 8: Countertop Terminal Keyboard Layout

    Countertop Terminal Keyboard Layout MENU button FUNC button Cancel key Enter key Backspace/Clear key Mobile Terminal Keyboard Layout MENU button FUNC button Cancel key Enter key Backspace/Clear key Suncorp Bank...

  • Page 9: Accessing The Merchant Menu

    Accessing the Menu Mobile EFTPOS Terminal (iwl255) Countertop EFTPOS Terminal (ict250) • Press the MENU button on the bottom left • Press the MENU button on the bottom left hand side of the terminal hand side of the terminal • To select a Menu item, press the number •...

  • Page 10: Contactless Functionality

    • Swipe using the magnetic stripe Hold the card upside-down with the magnetic stripe facing inwards, swipe the card smoothly through the card reader of the EFTPOS terminal. If you swipe a chip card through the EFTPOS terminal, you will be prompted to insert the card into the chip reader on the EFTPOS terminal. Contactless Functionality Your customer’s card must have the following symbol to use the Contactless Functionality.

  • Page 11: Transaction Processing Retail

    Transaction Processing Retail This section outlines Suncorp EFTPOS Terminal functions that are specifically relevant to Retail merchants including newsagents, convenience stores, supermarkets and pharmacies, as well as Professional Practices. EFTPOS Merchant Facilities Quick Reference Guide...

  • Page 12: Debit Card Purchase

    Debit Card Purchase • Type in the Sale Amount. • Press Enter. • The screen will display PRESENT CARD - Prompt the customer to Tap, Insert or Swipe their card.* • If the screen displays - Select the account type – request the customer to make this selection. •...

  • Page 13: Debit Card Cashout Only

    Debit Card Cashout Only • Press the MENU button from the Home screen • Select 1 for Transaction. • Select 2 for Cash out • Type in the Cashout amount. • Press Enter. • Prompt the customer to Insert or Swipe their card.* •...

  • Page 14: Refund

    Refund • Press the MENU button from the Home screen. • Select 1 for Transaction. • Select 3 for Refund. • Type in the Refund Amount. • Press Enter. • Type in your Refund password. • Press Enter. • Prompt the customer to Insert or Swipe their card.* •...

  • Page 15: Card Present Manual Entry Transaction

    1. Telephone Order 2. Mail Order • Press Enter. • Confirm the amount, press Enter for Yes or Cancel button for No. • If Approved, the terminal will print the merchant receipt.* • Remove the merchant receipt. • Press Enter to print the customer receipt (if required). •...

  • Page 16: Void

    Void • Press the MENU button from the Home screen. • Select 3 for Batch. • Select 5 for Void. • Type in the invoice number of the transaction to be voided. • Press Enter. • Type in your Void password. •...

  • Page 17: Transaction Processing Restaurant

    Transaction Processing Restaurant This section outlines Suncorp EFTPOS Terminal functions that are specifically relevant to Restaurant and Café merchants utilising the tipping functionality. A tip cannot be added to a transaction using contactless functionality. The tipping functionality must be enabled on your terminal profile.

  • Page 18: Debit Card Purchase

    Debit Card Purchase • Type in the Meal Amount. • Press Enter. • Type in the Tip Amount (or press Enter if no tip is to be entered). • Press Enter. • The terminal will ask you to confirm the Total. •...

  • Page 19: Debit Card Purchase With Cashout

    Debit Card Purchase with Cashout • Type in the Meal Amount. • Press Enter. • Type in the Cash Amount. • Press Enter. • Type in the Tip Amount (or press Enter if no tip is to be entered). • Press Enter. •...

  • Page 20: Debit Card Cashout Only

    Debit Card Cash Out Only • Press the MENU from the Home screen. • Select 1 for Transaction. • Select 2 for Cash out. • Type in the Cashout amount. • Press Enter. • Prompt the customer to Insert or Swipe their card.* •...

  • Page 21: Refund

    Refund • Press the MENU button from the Home screen. • Select 1 for Transaction • Select 3 for Refund • Type in the Refund Amount. • Press Enter. • Type in your Refund password. • Press Enter. • Prompt the customer to Insert or Swipe their card.* •...

  • Page 22: Moto (Mail Order/Telephone Order) Transaction

    MOTO (Mail Order/Telephone Order) transaction Follow these steps when a Mail or Telephone Order is received (Cardholder is not present at the time of sale) • Press the MENU button from the Home screen. • Select 1 for Transaction. • Select MOTO. •...

  • Page 23: Card Present Manual Entry Transaction

    Card Present Manual Entry Transaction Follow these steps only when the Cardholder is present and their card is damaged. • Type in the Meal Amount. • Press Enter. The terminal will display PRESENT CARD, at this stage manually enter the card number following the steps below: •...

  • Page 24: Void

    Void • Press the MENU from the Home screen. • Select 3 for Batch. • Select 5 for Void. • Type in the invoice number for the transaction to be voided. • Press Enter. • Type in your Void password. •...

  • Page 25: Offline Transaction (Completion/Pre-Auth Completion)

    Offline Transaction (Completion/Pre-Auth Completion) • Press the MENU button from the Home screen. • Select 1 for Transaction. • Select 5 for Completion. • Type in the Amount. • Press Enter. • Type in the Approval code. • Press Enter. •...
  • Page 26 Suncorp Bank...

  • Page 27: Transaction Processing Hospitality/Accommodation

    Transaction Processing Hospitality/Accommodation This section outlines Suncorp EFTPOS Terminal functions that are specifically relevant to merchants in the Hospitality/Accommodation industry and allows for pre authorisations to be performed. Pre authorisation is only available on credit card. EFTPOS Merchant Facilities Quick Reference Guide...

  • Page 28: Debit Card Purchase

    Debit Card Purchase • Type in the Accommodation Amount. • Press Enter. • The screen will display PRESENT CARD - Prompt the customer to Tap, Insert or Swipe their card* • If the screen displays - Select the account type – request the customer to make this selection. •...

  • Page 29: Debit Card Cashout Only

    Debit Card Cashout Only • Press the MENU button from the Home screen. • Select 1 for Transaction. • Select 2 for Cash out. • Type in the Cashout amount. • Press Enter. • Prompt the customer to Tap, Insert or Swipe their card.* •...

  • Page 30: Refund

    Refund • Press the MENU button from the Home screen. • Select 1 for Transaction. • Select 3 for Refund. • Type in the Refund Amount. • Press Enter. • Type in you Refund password. • Press Enter • Prompt the customer to Insert or Swipe their card.* •...

  • Page 31: Moto (Mail Order/Telephone Order) Transaction

    MOTO (Mail Order/Telephone Order) transaction Follow these steps when a Mail or Telephone Order is received (Cardholder is not present at the time of sale) • Press the MENU button from the Home screen • Select 1 for Transaction • Select MOTO •...

  • Page 32: Card Present Manual Entry Transaction

    Card Present Manual Entry Transaction Follow these steps only when the Cardholder is present and their card is damaged. • Type in the Sale Amount. • Press Enter. The terminal will display PRESENT CARD, at this stage manually enter the card number following the steps below: •...

  • Page 33: Void

    Void • Press the MENU button from the Home screen. • Select 3 for Batch. • Select 5 for Void. • Type in the invoice number of the transaction to be voided. • Type in your Void password. • Press Enter. •...

  • Page 34: Completion

    Completion • Press the MENU button from the Home screen. • Select 1 for Transaction. • Select 5 for Completion. • Type in the Amount. • Press Enter. • Type in the Approval code.* • Press Enter. • Type in the Terminal password. •...

  • Page 35: Merchant Functions

    Merchant Functions This section outlines the functions you require your Suncorp EFTPOS Terminal to perform for your business, as well as practical information about the operation of the terminal itself. EFTPOS Merchant Facilities Quick Reference Guide...

  • Page 36: Ordering Stationery

    Ordering Stationery • Go to www.suncorpbank.com.au/stationery • Complete the order and click ‘submit’. You will receive instant confirmation that your order has been received, and your stationery will be delivered in five to seven business days. Batch Totals • Press the MENU button from the Home screen. •...

  • Page 37: Receipt Reprint

    Receipt Reprint • Press the MENU button from the Home screen. • Select 2 for Print. • Select 1 for Transactions. • Select 1 for the Last Transaction or 2 for Invoice. • If 2 for Invoice was selected, type in the invoice number and press Enter. Only transactions that are in the terminal since the last settlement can be reprinted.

  • Page 38: Replacing The Paper Roll

    Replacing the Paper Roll Before you can process transactions that require a receipt or record, you must install paper in the printer. The EFTPOS terminals use a roll of single-ply, thermal-sensitive paper. A pink out-of-paper indicator line appears on the edge of the paper approximately 18 inches before the end of the roll.
  • Page 39 Mobile (iwl255) terminal • 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. • Insert the paper roll in the compartment following the directions shown in the picture.

  • Page 40: Changing The Passwords

    Changing the Passwords • Please call 13 11 75 to change your terminal password. Suncorp Bank...

  • Page 41: Terminal Response Messages

    Terminal Response Messages The transaction has been approved. Refer the cardholder to the issuing bank. The issuing bank has chosen not to honour the transaction. Approved with signature, ensure the signature on the card is matched to that on the transaction receipt.
  • Page 42 Suncorp Bank...

  • Page 43: Fraud Prevention Tips

    Fraud Prevention Tips The security of your Suncorp EFTPOS Terminal is of the utmost importance to your business. Here are some handy tips to avoid fraudulent transactions and chargebacks. EFTPOS Merchant Facilities Quick Reference Guide...

  • Page 44: Security & Chargeback Tips

    Security & Chargeback Tips • Ensure your premises are secure to prevent the processing of unauthorised transactions when unattended. • During business hours, limit access to this equipment to authorised personnel only. • Unauthorised transactions are a liability for your business. What is a Chargeback? A chargeback can occur when a cardholder disputes a transaction processed on their card.
  • Page 45 When accepting credit cards for Mail / Telephone Order (MOTO). Warning Signs. Beware of Internet, mail/telephone and e-mail orders with any combination of the following characteristics. • Larger than normal orders: because stolen cards or account numbers have a limited life span, criminals need to maximise the size of their purchase.
  • Page 46 Suncorp Bank...

  • Page 47: Troubleshooting

    Troubleshooting Your Suncorp EFTPOS Terminal is extremely easy to operate. However, if you do experience problems, here are some handy hints to help you get back on track quickly. If you still have difficulties, please call Merchant Terminal Faults on 1800 836 055 (24 hours a day, 7 days a week), and have your merchant number ready.

  • Page 48: Terminal Care

    Terminal Care and Troubleshooting Terminal Care Please remember to keep the terminal clean and away from heat, dust, liquid and food. Ensure that all terminal power cable connections and power supply Blank Screen outlets are connected and operational. Communications Error Check all terminal phone cable connections and phone supply outlets.
  • Page 49 EFTPOS Merchant Facilities Quick Reference Guide...
  • Page 50 Suncorp Bank...

  • Page 51: Manual Transaction Processing

    Manual Transaction Processing This section explains how to process fallback Vouchers if your electronic Suncorp EFTPOS Terminal is faulty. EFTPOS Merchant Facilities Quick Reference Guide...

  • Page 52: Manual Transaction Processing

    Manual Transaction Processing Fallback Vouchers should only be used to process a transaction when your electronic Suncorp EFTPOS Terminal is faulty and cannot be used to process the transaction. Faulty EFTPOS Terminals should immediately be reported to our Merchant Terminal Fault Helpdesk on 1800 836 055.

  • Page 53: Accepting Payment Via A Fallback Transaction Voucher

    Accepting payment via a Fallback Transaction Voucher Only original Fallback Transaction Vouchers from Suncorp Bank should be used. Photocopied Fallback Transaction Vouchers and/or Fallback Transaction Vouchers provided by other financial institutions should not be used. • Phone 1300 301 221 to obtain an authorisation for all Visa/Master card transactions that are over your floor limit.

  • Page 54: Processing Fallback Transaction Vouchers

    Processing Fallback Transaction Vouchers Visa/Master card transactions – To receive the funds for your Fallback Transaction Vouchers you must process them through your EFTPOS terminal within 3 working days. To process your Credit card transaction fallback vouchers follow the steps below: •...
  • Page 55 Debit card transactions – To receive the funds for your Fallback Transaction Vouchers you must take the white Bank copies of the Fallback Transaction Voucher to your local branch within three business days from the date of the transaction. To deposit your Debit card fallback vouchers: •...
  • Page 56 Suncorp-Metway Limited ABN 66 010 831 722 Contact us for more information or to change your details: Call 13 11 75 suncorpbank.com.au Visit your local branch or agency Mail to GPO Box 1453, Brisbane QLD 4001 Fax 07 3031 2250...

This manual is also suitable for:

Ict250

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