Global Payments VX 820 Duet Quick Reference Manual
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Global Payments VX 820 Duet Quick Reference Manual

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Payments
Global Payments Countertop
Duet – VX 820
Quick Reference Guide
July 2019

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Summary of Contents for Global Payments VX 820 Duet

  • Page 1 Payments Global Payments Countertop Duet – VX 820 Quick Reference Guide July 2019...

  • Page 2: Table Of Contents

    Table of Contents 1 – Introduction ................5 2 – General Tips ................5 3 – Basic Terminal Operations ............6 Before You Begin How to Use This Guide Accessing the Payment Application Function Keys Changing the Supervisor or Manager Password Locking the Terminal Keyboard Unlocking the Terminal Keyboard Reprinting a Receipt...
  • Page 3 18 – Handshake ................29 19 – Terminal Set-Up..............29 Environment Electrical Considerations Unpacking the Shipping Carton Global Payments Countertop Duet – VX820 Features General Features Connecting the Power Cord Connecting the Telephone Line Connecting the Ethernet Cable Connecting an External Cash Register (Optional)
  • Page 4 20 – Troubleshooting ..............37 Blank Display Terminal Does Not Connect to Global Payments Printer Does Not Print Printer Paper Jam Other Common Messages 21 – Response Codes ..............38 22 – Abbreviations ................ 40 23 – Other Features..............41 24 –...

  • Page 5: Introduction

    1 – Introduction Global Payments offers merchants a wide variety of leading payment technology solutions, all from one reliable source. As one of the world’s largest and most trusted payment technology solution providers, Global Payments combines industry-leading expertise with over 50 years of Canadian-specific experience.

  • Page 6: Basic Terminal Operations

    Do not use in flammable environments. How to Use This Guide The Global Payments Countertop Duet – VX820 terminal contains both ATM-style buttons for screen function keys for variable screen menu selection options and pre-configured numeric key pad and function buttons.

  • Page 7: Changing The Supervisor Or Manager Password

    The Reprint key: to find a transaction and reprint the receipt The Reports key: to access the reports Changing the Supervisor or Manager Password Your supervisor number is an important security feature of your terminal. It is used to access functions such as returns, voids and settlements.

  • Page 8: Unlocking The Terminal Keyboard

    Unlocking the Terminal Keyboard Select any function to unlock the terminal. Entering the correct password will unlock the terminal. CAUTION: You will be prompted to enter the supervisor password for every function until the keyboard is unlocked. To unlock the keyboard from the Main Menu: Press 5 Key in the current supervisor password and press ENTER Select No...

  • Page 9: Changing The Terminal Language

    The cardholder language will be displayed as per the language indicator on the card where available. 5 – Optional Prompt Features The Global Payments Countertop Duet – VX820 terminal is capable of utilizing specialized optional prompt features. Invoice Prompt The invoice number printed on the receipt is normally automatically generated for each transaction processed;...

  • Page 10: Tipping Prompt

    employee number, 1 to 5-digits long, can be manually entered when the terminal prompts for employee ID on the terminal display. For more information on employee configuration, refer to Section 15. Tipping Prompt When enabled, tipping can be completed in one transaction using the sale transaction.

  • Page 11: Debit Cashback Prompt

    All cashback prompts are for the merchant to select on the terminal. Once selected, the cashback amount is added to the transaction total before authorization on the Global Payments host. Debit Surcharge Prompt Debit surcharge is an added feature that allows a merchant to charge an amount for a debit transaction in order to recover the processing cost.

  • Page 12: Cvv Prompts

    NOTE: You MUST be approved by Global Payments before using debit surcharge. The official debit surcharge banners and prompts must be displayed advising cardholders that a surcharge will be applied to their debit transactions. To apply for the debit surcharge program, contact your Global Payments sales representative.

  • Page 13: Accepting Payment Cards

    Remove the card only when the application indicates the transaction is complete NOTE: You MUST be approved by Global Payments before using debit surcharge. The official debit surcharge banners and prompts must be displayed advising cardholders that a surcharge will be applied to their debit transactions.

  • Page 14: To Conduct A Contactless Transaction

    NOTE: When conducting a magnetic stripe transaction, it is best practice for the merchant to swipe the card in order to validate the last 4 digits of the card in addition to verifying the signature on the back of the card to the receipt. To Conduct a Contactless Transaction Select a transaction type and follow the prompts accordingly Position the contactless card in order to wave or tap the card in...

  • Page 15: Sale Transactions

    14. For chip cards, cardholders must confirm the amount of the transaction and, if required, enter their PIN on the Terminal 15. The terminal connects to Global Payments for an authorization and the response will be displayed on the screen 16.

  • Page 16: Chip Error Processing

    NOTE: For chip transactions, check the receipt to determine if a signature is required. Some chip cards may require: a) PIN and signature b) signature only c) PIN only 18. Provide the second copy of the receipt to the cardholder. It does not need to be signed.
  • Page 17 From the main menu, press MENU until Void is displayed Select Void by pressing the appropriate function key Enter the supervisor password and press Enter If you want to void the last transaction, select YES; otherwise select NO to search for the transaction based on invoice # or account #, selecting one of the following: Inv # and enter the invoice number, or Acct # and enter the last four digits of the account number...

  • Page 18: Unionpay Refund Void

    For debit chip cards, cardholders must confirm the amount of their transaction and, if required, enter their PIN on the Terminal The terminal connects to Global Payments for an authorization and the response will be displayed on the screen 10. Terminal prints the receipt 11.

  • Page 19: Pre-Authorization And Completion (Credit Only)

    Enter the address if prompted (optional) and press Enter 10. Enter the postal code if prompted (optional) and press Enter 11. The terminal connects to Global Payments for an authorization and the response will be displayed on the screen 12. Terminal prints the receipt...
  • Page 20 PIN on the terminal, and then pass the terminal back to the merchant 12. The terminal connects to Global Payments for an authorization and the response will be displayed on the screen 13. Terminal prints the receipt 14.
  • Page 21 The new amount must not exceed the amount of the authorizations by more than 15%. A receipt showing the details of the completion is optional for restaurants. Contact Global Payments Customer Care to turn this feature on or off. ...

  • Page 22: Performing A Settlement (Closing The Terminal)

    Selecting No will return the terminal to the main menu. It is also possible to select Next to scroll through all open pre-auths that have not yet been processed as a completion. NOTE: A delete pre-auth will not print a receipt. Deleting a UnionPay Pre-Auth –...

  • Page 23: Offline Sale (Credit Only)

    Enter the supervisor password (if prompted) Enter the authorization code The terminal connects to Global Payments to send the authorization and the response will be displayed on the screen The first receipt (merchant’s copy) is signed by the cardholder and retained by the merchant 14 –...

  • Page 24: Employee Setup

    15 – Employee Setup Employee identifications and names help to track the transactions processed by each employee. Employee IDs must be between one (1) and five (5) digits long and must be pre-registered on the terminal. Employee names can be between 1 and 20 alphanumeric characters long.

  • Page 25: Default Employee Id Table

    For example, the letter “A” is obtained by pressing numeric key “2” and then the “ALPHA” key once. The letter “B” is obtained by pressing numeric key “2” and then the “ALPHA” key twice. The “SPACE” character is obtained by pressing the numeric key “0” and then the “ALPHA”...

  • Page 26: Receipt Samples

    16 – Receipt Samples Sample debit receipt format: Certain fields are optionally printed based on the configuration of the terminal.
  • Page 27 Sample Credit Receipt Format: Certain fields are optionally printed based on the configuration of the terminal.

  • Page 28: Reports

    17 – Reports Terminal reports provide a quick and easy way to review the day’s activities. The reports menu is accessed by pressing the reports “hot” key . The following reports can be accessed from the reports menu:  Totals Report ...

  • Page 29: Handshake

     Terminal Stats  Prints statistical and diagnostic information about the terminal by day or week  Merchant Report  Prints merchant information per merchant  Cash Report  Prints the cash transaction totals by shift  Last EMV Trans ...

  • Page 30: Environment

    Remove the clear protective film from the LCD screen Save the shipping carton and packing material for future use Global Payments Countertop Duet – VX820 Features Before you continue with the installation process, familiarize yourself with the features of the Global Payments Countertop Duet – VX820:...
  • Page 31 Top View Rear View...

  • Page 32: General Features

    Side View General Features Notice the following features of the Global Payments Countertop Duet – VX820:  LCD backlit terminal display touch screen  Five types of keys: 12-key, telephone-style keypad (keypads may vary in style) Four ATM-style function keys, labeled F1 to F4, to the right on...

  • Page 33: Connecting The Telephone Line

    Using an incorrectly-rated power supply may damage the terminal or cause it not to work as specified. Before troubleshooting, ensure that the power supply being used to power the CAUTION: terminal matches the requirements outlined on the bottom of the terminal. Obtain the appropriately rated power supply before proceeding.

  • Page 34: Connecting The Ethernet Cable

    Ethernet port. The terminal will support an RJ45 Ethernet CAT 5 cable. For more information, refer to the NOTE: Connectivity Requirements for Global Payments IP and Dial-Up Point-of-Sale (POS) Terminals...

  • Page 35: Connecting An External Cash Register (Optional)

    Global Payments Customer Care Centre to obtain a copy of this document. Connecting an External Cash Register (Optional) The Global Payments Countertop Duet – VX820 can be used in semi- integrated mode. Two connection ports are available for use from the terminal, USB and RS232.
  • Page 36 Drop the paper roll into the printer tray so that the leading edge of the roll faces the terminal screen. To prevent the paper roll cover from damaging CAUTION: the print roller, always gently press down on the printer dust cover to close it. Pull paper up past the glue residue on the paper roll.

  • Page 37: Troubleshooting

    For all other services, contact Global Payments Customer Care. Blank Display If the Global Payments Countertop Duet – VX820 LCD screen is not readable: Plug in terminal to power supply and check all cable connections. If the problem persists, contact Global Payments Customer Care.

  • Page 38: Printer Paper Jam

    Printer Paper Jam If paper jams up inside the printer: Lift up the latch on the base to unlatch the paper roll cover. Remove the damaged paper from the paper roll and clear the feed mechanism. Re-install the roll of printer paper, as described in the Install Paper Roll section.
  • Page 39 AVS currently not supported. No data from issuer/Authorization System. For U.S. addresses, nine-digit postal code matches, address does not; for address outside U.S., postal code matches, address does not. For U.S. addresses, all digits match, nine-digit postal code; for addresses outside U.S. postal code and address match.

  • Page 40: Abbreviations

    22 – Abbreviations CARD TYPE VISA Visa MCARD MasterCard INTERAC Interac UNIONPAY UnionPay AMEX American Express DSCVR Discover TRANSACTION TYPE Sale Phone Order Refund Void Sale Offline Sale Completion TITLE Transaction Type Card Type Cashback Count Invoice Employee Account Amount Rfnd Refund Tran...

  • Page 41: Other Features

    Debit cashback Many more!  Cash transactions Please call Global Payments Customer Care for more information. 24 – Terminal Specifications This section discusses power requirements, dimensions and other specifications of the Global Payments Countertop Duet – VX820. DC Power Pack ...

  • Page 42: Service And Support

    When you receive a replacement terminal, always return the defective devices back promptly; failure to do so may result in charges applied to your account. The Global Payments Customer Care Centre is available 24 hours a day, seven days a week to assist with questions related to terminal returns.
  • Page 43 © 2019 Global Payments Inc. All rights reserved. SM-19197-v1.0EN...

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