Suncorp Move2500 Quick Reference Manual
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Suncorp Move2500 Quick Reference Manual

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EFTPOS
Merchant Facilities
—
Quick Reference Guide
Move2500/Move5000

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Summary of Contents for Suncorp Move2500

  • Page 1 EFTPOS Merchant Facilities — Quick Reference Guide Move2500/Move5000...

  • 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

    Debit Card Purchase Debit Card Purchase with Cash Out Debit Card Cash Out Only Credit Card/Charge Card Purchase Refund MOTO (Mail Order/Telephone Order) transaction** Void rad Pre-Authorisation Pre-Authorisation Completion EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 3 OF 52...
  • Page 4 Security & Chargeback Tips Troubleshooting Terminal Care and Troubleshooting Manual Transaction Processing Manual Transaction Processing Processing a Fallback Transaction Voucher Accepting payment via a Fallback Transaction Voucher Processing Fallback Transaction Vouchers EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 4 OF 52...

  • 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 (MOVE2500/MOVE5000) PAGE 5 OF 52...

  • Page 6: Contact Details

    1300 360 060 Stationery Ordering Stationery can be ordered either on your EFTPOS terminal or by placing an online order on Suncorp Banks’ website www.suncorp.com.au/banking. See section on ordering stationery in this Quick Reference Guide. EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000)

  • 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 (MOVE2500/MOVE5000) PAGE 7 OF 52...

  • Page 8: Countertop Terminal Keyboard Layout

    Countertop Terminal Keyboard Layout MENU button Cancel key Backspace/Clear key Enter key Mobile Terminal Keyboard Layout MENU button Cancel key Backspace/Clear key Enter key EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 8 OF 52...

  • Page 9: Turning The Move 5000 On And Off

    Turning the terminal ON — Press the Enter button or place the terminal in the docking station connected to power. Accessing the Menu Mobile EFTPOS Terminal (Move5000) Countertop EFTPOS Terminal (Move2500) Press the MENU button on the right Press the MENU button...

  • Page 10: Contactless Functionality

    — Diners Club. — JCB Cards. Processing of American Express, Diners Club and JCB charge card transactions can only occur once you obtain Suncorp’s approval and you have entered into separate agreements with these specific organisations. Please advise Suncorp of the establishment numbers for each organisation and your intent to process charge card transactions through your Suncorp terminal.

  • 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 (MOVE2500/MOVE5000) PAGE 11 OF 52...

  • Page 12: Debit Card Purchase

    — Hand the Customer Copy receipt to the customer (if required) with the cash. * Dependant on functionality available on the customer’s card. Remember to clearly display your Cash out Policy. Cash out cannot be performed on a Credit card. EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 12 OF 52...

  • Page 13: Debit Card Cash Out Only

    — Hand the Customer Copy receipt to the customer (if required). * Dependant on the functionality available on the customers card. **Always verify the customer’s signature if not a PIN transaction. EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 13 OF 52...

  • Page 14: Refund

    — Type in the Expiry Date. — Press Enter. — Type in CCV number from the card (last 3 digits on the back of the card*- if available and requested by the terminal). EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 14 OF 52...

  • Page 15: Void

    A voided transaction will not appear on the merchant statement, cardholder statement or settlement report. You can only void a transaction that is in the current day’s batch and it can only be voided prior to settlement. EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 15 OF 52...
  • Page 16 This page left blank intentionally EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 16 OF 52...

  • 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. The tipping functionality must be enabled on your terminal profile. EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 17 OF 52...

  • Page 18: Debit Card Purchase

    If User ID has been enabled on your terminal, the terminal will request a User ID to be entered, after the transaction amount has been entered. Tips must be entered at the time of the transaction. * Dependant on functionality available on the customer’s card. EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 18 OF 52...

  • Page 19: Debit Card Purchase With Cash Out

    If User ID has been enabled on your terminal, the terminal will request a User ID to be entered after the cash amount has been entered. Remember to clearly display your Cash out Policy. Cash out cannot be performed on a Credit card. * Dependant on functionality available on the customer’s card. EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 19 OF 52...

  • Page 20: Debit Card Cash Out Only

    * Dependant on functionality available on the customer’s card. **Always verify the customer’s signature if not a PIN transaction, press Enter to confirm the signature. EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 20 OF 52...

  • Page 21: Refund

    * Dependant on functionality available on the customer’s card. **Always verify the signature if not a PIN transaction, press Enter to confirm the signature. Do not disclose your Refund password to any unauthorised people. EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 21 OF 52...

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

    If User ID has been enabled on your terminal, the terminal will request a User ID to be entered after the transaction amount has been entered. This function can only be performed using Credit Cards. This functionality is only available if enabled on your merchant profile. EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 22 OF 52...

  • Page 23: Void

    — Type in 57 and press Enter. — Type in the Terminal password. — Press Enter. — When prompted Tip report deactivate? — Press Enter. Transactions will no longer prompt for an User ID. EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 23 OF 52...

  • Page 24: User Id Tip Report

    The terminal will prompt you “Clear Tip Totals” Select Enter if you would like to clear the totals or Cancel if you don’t. The report will print a summary of the Sales and Tips per User ID. EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 24 OF 52...

  • Page 25: Transaction Processing Hospitality/Accommodation/Pre Authorisation

    Transaction Processing Hospitality/Accommodation/ Pre Authorisation 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 (MOVE2500/MOVE5000)

  • Page 26: Debit Card Purchase

    — Hand the Customer Copy receipt to the customer (if required) with the cash. * Dependant on functionality available on the customers card. Remember to clearly display your Cash out Policy. Cash out cannot be performed on a Credit card. EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 26 OF 52...

  • Page 27: Debit Card Cash Out Only

    — Hand the Customer Copy receipt to the customer (if required). * Dependant on the functionality available on the customer’s card. **Always verify the customer’s signature if not a PIN transaction, press Enter to confirm the signature. EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 27 OF 52...

  • Page 28: Refund

    * Dependant on functionality available on the customer’s card. **Always verify the signature if not a PIN transaction, press Enter to confirm the signature. Do not disclose your Refund password to any unauthorised people. EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 28 OF 52...

  • Page 29: Moto (Mail Order/Telephone Order) Transaction

    **If the card holder is present and their card cannot be tapped, inserted or swiped request an alternate payment method. This function can only be performed using Credit Cards. This functionality is only available if enabled on your merchant profile. EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 29 OF 52...

  • Page 30: Void

    * This functionality is only available if enabled on your merchant profile. **Remember to verify the customer’s signature. Please note that a completion still needs to be processed to finalize the transaction. EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 30 OF 52...

  • Page 31: Pre-Authorisation Completion

    — Press Enter to confirm the amount. — The terminal will print the Merchant Receipt. — Remove the Merchant Receipt and press Enter to print the customer receipt (if required). EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 31 OF 52...
  • Page 32 This page left blank intentionally. EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 32 OF 52...

  • Page 33: 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 (MOVE2500/MOVE5000) PAGE 33 OF 52...

  • Page 34: Ordering Stationery

    — Press 2 for Print. — Press 2 for Reports. — Press 1 for Audit. The Audit Report will be printed. — Press 2 for Summary. The Summary Report will be printed. EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 34 OF 52...

  • Page 35: Receipt Reprint

    The surcharge amounts must not exceed the reasonable cost of acceptance. Surcharging is not applicable to the Taxi application. EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 35 OF 52...

  • Page 36: Setting Surcharging

    — Press Enter to confirm. Once completed the terminal will prompt - Print Report? — Press Enter to print the report displaying the latest surcharging percentages and amounts. Make sure these are correct. EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 36 OF 52...

  • Page 37: Taxi Application

    — Type in the Taxi password - (This can be obtained by calling technical support). — Press Enter. — Type in the Surcharge which needs to be multiplied by 100, if you want 2%, type in 200. — Press Enter. EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 37 OF 52...

  • Page 38: Replacing The Paper Roll

    — Pull the paper up to the top of the terminal and hold it in this position. — Maintain the paper and close the lid. — Press simultaneously on both upper corners of the paper flap, until it clips in position. — EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 38 OF 52...

  • Page 39: Changing The Passwords

    — Press simultaneously on both upper corners of the paper flap, until it clips in position. Changing the Passwords — Please call 13 11 55 to change your terminal password. EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 39 OF 52...

  • Page 40: Terminal Response Messages

    Cardholder has exceeded the maximum daily withdrawal limit on their card. Another form of payment (cash, cheque) is required. Do not use a fallback voucher. The issuing bank is not available. Communication lines are down. EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 40 OF 52...

  • Page 41: 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 (MOVE2500/MOVE5000) PAGE 41 OF 52...

  • Page 42: Security & Chargeback Tips

    13 months from the date of transaction in a secure location. Remember, if in doubt you can always ask your customer for another form of payment. EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 42 OF 52...
  • Page 43 — Consider establishing a purchasing limit for all new customers. The limit can be based on an average of the purchase price of the most popular product sold. Or request a deposit in cash as a gesture of good faith. EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 43 OF 52...
  • Page 44 This page left blank intentionally EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 44 OF 52...

  • Page 45: 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 46: Terminal Care And Troubleshooting

    If 24 hours have passed during the allotted since the last successful settlement, Suncorp will automatically settlement time? settle the terminal. A settlement slip will not be printed but the funds will be credited to your nominated back account.

  • Page 47: 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 (MOVE2500/MOVE5000) PAGE 47 OF 52...

  • Page 48: 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 49: 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 50: Processing Fallback Transaction Vouchers

    Merchant Summary Voucher into a Merchant Summary Envelope. — Ensure the Merchant Summary Envelope is completed in full. — Take the Merchant Summary Envelope to a local Suncorp Store who will forward the envelope to Suncorp’s Electronic Banking Centre for processing.
  • Page 51 EFTPOS MERCHANT FACILITIES QUICK REFERENCE GUIDE (MOVE2500/MOVE5000) PAGE 51 OF 52...
  • Page 52 How to contact us Call Online Local 13 11 55 suncorp.com.au/ store banking SUNCORP-METWAY LIMITED ABN 66 010 831 722 30182 01/05/18 A...

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