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TD Freedom IV Merchant Manual

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Freedom IV
Merchant Guide
Revision 3.2
August, 2013

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  • Page 1 Freedom IV Merchant Guide Revision 3.2 August, 2013...
  • Page 2 * TD Merchant Solutions, licensed user of Mark. + Visa International Service Association / TD Merchant Solutions, licensed user of Mark.
  • Page 3 Copyright © May 27, 2006 TD Merchant Solutions All rights reserved. Printed in Canada...

  • Page 5: Table Of Contents

    Contents WELCOME TO TD MERCHANT SOLUTIONS.............. 1 CALL CENTER INFORMATION ..................1 PRINTER/STATIONERY SUPPLIES ....................1 POINT OF SALE PROMOTIONAL MATERIALS ................1 THE PURPOSE OF THIS GUIDE .................. 2 CHIP CARDS (SMART CARDS) ................... 2 PROTECTING CARDHOLDER PRIVACY ..............2 PROTECTING YOURSELF FROM CREDIT CARDHOLDER FRAUD ......
  • Page 6 ALPHA AND SPECIAL CHARACTERS ..................10 TERMINAL MENU STRUCTURE .................11 ADMINISTRATIVE FUNCTIONS ................. 15 CONNECTION SETUP ........................15 ..............................15 onneCtion .................................15 refix ISP INFO ............................15 ISP CONNECT/DISCONNECT ...................... 16 ID SETUP ............................16 ............................16 ........................17 HANge ASSword &...
  • Page 7 START/END OF DAY ........................24 ..........................24 tArt oF ..........................24 Nd oF HOST TRANSACTIONS ........................ 26 ........................26 AtcH uBtotAlS ..........................26 AtcH loSe REPORTS ............................27 ....................... 27 uSiNeSS eportS ..............................27 erMinal etail ............................27 erMinal alanCing ..............................27 uBtotalS ..............................27 perator etail...
  • Page 8 CHECK MAIL ..........................62 READ MESSAGES ........................62 DELETE INBOX MESSAGE ......................62 DELETE ALL MESSAGES ......................63 REMOTE SOFTWARE DOWNLOAD ................64 BALANCING YOUR TRANSACTIONS ............... 65 YOUR BALANCING WINDOW ..................... 65 BALANCING STEPS ........................65 TERMINAL MESSAGES ....................66...

  • Page 9: Welcome To Td Merchant Solutions

    WELCOME TO TD MERCHANT SOLUTIONS We’re glad you’ve decided on a TD Merchant Solutions Freedom IV terminal. These merchant materials give you helpful information about your equipment and TD Merchant Solutions. Most importantly, they tell you how to contact us with any questions you may have.

  • Page 10: The Purpose Of This Guide

    Solutions is governed by the Merchant Solutions Agreement and any other agreement(s) that govern the services that we may provide to you. The use of the Freedom IV terminal with respect to the provision of merchant services by a third party is governed by any agreement(s) with such third party.

  • Page 11: When To Call For Cardholder Authorization

    magnetic stripe, chip enabled and contactless credit cards. The terminal is equipped with a Smart Card reader to read chip enabled cards and a magnetic stripe reader to read magnetic stripe cards. When the credit card is inserted into the Smart Card reader, the cardholder may be asked to enter a pin number or sign a receipt. For magnetic stripe transactions, please verify the credit card number and signature on the credit card against the merchant copy of the receipt.

  • Page 12: Debit Transactions Disputes

    6. If we need a receipt copy, send it to us within 8 days. Retain a copy of the receipt for your records. For further information on your responsibilities to secure Cardholders’ information please see page 2. The required storage and response times apply for TD Merchant Solutions only and may vary by financial institution.

  • Page 13: Overview

    The terminal has the option of changing some parameter values directly inside it. It is recommended that all changes are called into the TD Merchant Solutions Help Desk and that they are downloaded if possible, so that the system values are in synch with the values stored on the terminal. If the values are not updated on...

  • Page 14: Transaction Storage

    TRANSACTION STORAGE The terminal stores up to 10 business days of detailed transactions and 45 days of totals. The terminal can store a maximum of 999 transactions per batch. REPLACING A PAPER ROLL To open the printer, grasp the back of the terminal and pull it upwards and away from the terminal. Replace the paper.

  • Page 15: The Terminal

    THE TERMINAL FRONT VIEW REAR VIEW...

  • Page 16: Idle Screen

    IDLE SCREEN The TD logo is displayed in the center of the screen. The date and time are displayed on the top left of the screen. At the bottom of the screen, the functions associated with the function keys are displayed above each key.

  • Page 17: Command Keys

    COMMAND KEYS F KEY Used as the Main Menu short cut key from the idle screen, or in response to a prompt. Used to switch between Alpha and Numeric modes for data entry. CANC (RED KEY) Used to interrupt and terminate the current transaction, function or warning message (except financial transactions) and return to the previous screen or the idle screen.

  • Page 18: Paper Feed Key

    Used to indicate that other menu options or data are available. They can be accessed by pressing the DOWN navigation button or the F4 key. PAPER FEED KEY This button advances paper in the printer. ALPHA AND SPECIAL CHARACTERS To enter an alpha character in either lower case or upper case, press the F key, then press the numeric key until the correct alpha character appears.

  • Page 19: Terminal Menu Structure

    TERMINAL MENU STRUCTURE There are 2 ways to access the menu from the idle screen:  F Key This key will access the Main Menu of the terminal.  OK Key This key will access the default Transaction Menu of the terminal. TRANSACTION MENU Purchase Pre-Auth / Open Tab...
  • Page 20 Gift Card (Options vary by Gift Card Program) Split Payment Loyalty Award Redemption Balance (Other options vary by Loyalty Pro- gram) Receipt Reprint Last Receipt Merchant Copy Customer Copy Past Receipt Transaction Recall Trace # Detail Amount Account # Invoice # Pre-Auth Open Invoice # Detail...
  • Page 21 Software Download Diagnostics Report System Info Priority Mail Check Mail Read Messages Delete Inbox Message Delete All Messages Customization Receipt Banner PIN Pad Advertising Language User ID/Password Authority Setup Start of Day End of Day Manual Account # Batch Reports Business Day Reports Customized Reports ISP Info...
  • Page 22 FOLLOWING THE TRANSACTION FLOW This section explains the transaction flow used in this manual and in the Quick Reference Guides. The flow starts on the top left side and is read down the windows and messages in the first column. If a message in square brackets appears in the column that is being read and its condition is met, go to the next column on the right to see the next set of windows.

  • Page 23: Administrative Functions

    ADMINISTRATIVE FUNCTIONS CONNECTION SETUP onneCtion Allows the user to change the communication type in the case of a communication failure. Note: To use a communication type the required information must be programmed into the terminal and a working communication line must be connected to the terminal. Menu Access Admin Function Connection Setup...

  • Page 24: Isp Connect/Disconnect

    before a long distance number. This will only be used if the telephone number begins with a 1. Up to 6 characters can be entered. The user’s password for the ISP connection. ISP CONNECT/DISCONNECT Allows the user to manually connect and disconnect the Dialup IP connection for the terminal. Note: If the terminal is connected to the ISP after the End of Day transactions, it is the responsibility of the merchant to disconnect the connection if the terminal should not be connected continuous-...

  • Page 25: Elete

    CHANGE PASSWORD Allows a user to change their password. Menu Access Admin Function ID Setup Change Password VIEW & DELETE Allows a supervisor to view a list of all IDs currently set up in the terminal. While the list is displaying there is an option to delete any of the IDs.

  • Page 26: Logon/Logoff

    Menu Access Admin Function Logon/Logoff DOWNLOADS HOST 1 Downloads the terminal setup from TD Host 1. If this download is not successful, the terminal will not function until a successful download is performed. Menu Access Admin Function Parameter Download Host 1 Params HOST 2 Downloads terminal information from TD Host 2.

  • Page 27: Ommunication

    Menu Access Admin Functions Configuration Reports COMMUNICATION Provides a report on the terminal communication settings. CUSTOMIZATION Provides a report on the terminal customization settings. HOST 1 SETTING Provides a report on the parameters downloaded to the terminal from Host 1. HOST 2 SETTING Provides a report on the parameters downloaded to the terminal from Host 2.

  • Page 28: Customization Menu

    It is the user’s responsibility to ensure that the advertising message complies with the applicable laws. By using this feature, the user agrees that they are solely responsible and TD Bank Financial Group will not be responsible for their advertising messages. LANGUAGE Allows the supervisor to specify the default language of the terminal.

  • Page 29: Authority Setup

    onality If enabled, the terminal checks for a steady dial tone (no call waiting beeps) before dialing out. AUTHORITY SETUP Menu Access Customization Authority Setup START OF DAY Specifies whether a supervisor ID/password is required to access the start of day function. END OF DAY Specifies whether a supervisor ID/password is required to access the end of day function.

  • Page 30: Receipt Setup

    It is the user’s responsibility to ensure that the advertising message complies with applicable laws. By using this feature, the user agrees that they are solely responsible for and TD Bank Fi- nancial Group will not be responsible for their advertising messages.

  • Page 31: Training Mode

    TRAINING MODE Training mode allows a supervisor to sign in and train another user on the functions of the terminal without impacting any live transactions or totals on the terminal. Note: The icon on the top left of the screen will display only if the TCP/IP connection is active when entering training mode.

  • Page 32: Business Day Functions

    BUSINESS DAY FUNCTIONS START/END OF DAY Menu Access Business Day Start/End of Day START OF DAY Opens the business day of the terminal. No financial transactions can be processed until a Start of Day has been completed. Note: In Dial IP communication, the Start of Day transaction automatically connects to the ISP. END OF DAY Closes the business day of the terminal.
  • Page 33 [Manual Batch Close Activated] [End of Day Reports Selected] (A screen will display for each re- port type specified to be printed at the end of day)

  • Page 34: Host Transactions

    HOST TRANSACTIONS Menu Access Business Day Host Transaction BATCH SUBTOTALS Communicates with the host to verify that the totals at the Host match those on the terminal for the current batch. Note: This function is not necessary for merchants on Auto Batch Close. BATCH CLOSE Communicates with the host to close off the current batch of transactions Note: This function is not necessary for merchants on Auto Batch Close.

  • Page 35: Reports

    REPORTS There are several report options available in this terminal. Reports can be made on detailed transactions for the current business day and the previous business day. BUSINESS DAY REPORTS These reports are for transactions performed in the current business day regardless of the number of batches that were closed.

  • Page 36: B Atch R Eports

    BATCH REPORTS These reports are for transactions performed within the current batch. Menu Access Business Day Batch Reports erMinal etail Provides a report by card type on the details of the transactions done within the current batch. erMinal alanCing Provides a report on the overall totals by card type for the transactions done within the current batch. CUSTOMIZED REPORTS These reports are for transactions performed in all business days currently stored in the terminal.

  • Page 37: Financialtransactions

    FINANCIALTRANSACTIONS This section contains the screen flow for all chip financial transactions. PURCHASE Places a charge on a customer’s card. If the information was obtained by mail or by phone, please see the section for the processing of Phone/Mail Purchase transactions. Menu Access Purchase Swipe/Insert at idle...
  • Page 38 [Integrated PIN Pad] (Card is inserted/swiped/entered or presented at the RFID reader) Note: If external PIN pad is present, the chip card must be inserted into the PIN pad if doing a chip transaction. Important: Do not remove the card for a chip transaction.
  • Page 39 (Enter the 3/4 digits printed on the card. Press OK to bypass) [Chip Application Selection] (Press F1 to accept the application or F4 to exit) Note: If multiple applications, use up & down arrow keys to select the application. [Chip Cardholder Language] (Customer selects language) [Amt.
  • Page 40 (Enter the amount of the tip, (Enter the percentage of the tip, press OK. Press CORR to press OK. Press CORR to return to the previous screen) return to the previous screen) (Press OK to confirm) [Chip/Debit PIN Required] (Cardholder enters PIN, press OK) [Debit Transaction] (Select account) [Faulty Chip - Fallback]...
  • Page 41 card number and press OK) [Swiped Credit Card] (Press OK if the account number is correct or CANC to exit) [Manual Credit Card Entry] (Enter the expiry date, press (Imprint card. Press OK to continue) (Enter the 3/4 digits printed on the card.
  • Page 42 [RFID/NSR - Customer Receipt] (Select F1 to print the customer receipt, F4 to bypass) [Chip Integrated PIN Pad] (Customer removes the card and turns the unit to the operator)
  • Page 43 PRE-AUTH/OPEN TAB Authorizes a customer’s card for an amount to be finalized at a later time. This transaction does not place any charges on the customer’s card, it holds the amount from their avail- able credit for a future completion / close. Note: If a pre-authorized transaction is not completed within 10 calendar days, the transaction will be dropped from the terminal, and will require reauthorization.
  • Page 44 [Integrated PIN Pad] (Card is inserted/swiped/entered) Note: If external PIN pad is present, the card must be inserted into the PIN pad. Important: Do not remove the card. [Swiped Credit Card] (Press OK if the account number is correct or CANC to exit) [Manual Credit Card Entry] (Enter the expiry date, press (Imprint card.
  • Page 45 to select. [Chip Cardholder Language] (Customer selects language) [Amt. Confirmation Required] (Confirm amount, press OK) [PIN Required] (Customer enters PIN, press OK) [Faulty Chip - Fallback] (Customer removes the card and turns the unit to the operator) (Swipe card or manually enter card number, press OK) [Swiped Credit Card] (Press OK if the account number is correct or CANC to exit)
  • Page 46 [Manual Credit Card Entry] (Enter the expiry date, press (Imprint card. Press OK to continue) (Enter the 3/4 digits printed on the card. Press OK to bypass) [Card With Signature] [Card with PIN] (Customer removes the card and turns the unit to the operator)

  • Page 47: Uth Op Ab

    INCREMENTAL PRE-AUTH/TOP UP TAB Authorizes a customer’s card for an additional amount above the original pre-authorized amount. Example; original pre-authorized/tab amount is $46.00, the incremental auth / top up tab is $20.00, the new pre-auth / tab amount is $66.00. This transaction does not place any charges on the customer’s card, it holds the amount from their available credit for a future completion / close.
  • Page 48 [Invoice Number Not Found] (Press CANC to return to the invoice screen) (Enter the incremental pre-auth / top up tab amount, press OK) (Confirm amount, press OK to accept) [Total Pre-Auth/Tab Over Maximum Limit] (Press CANC, process a full au- thorization)

  • Page 49: Nvoice Ab

    INVOICE TAB This transaction provides the cardholder with the final amount of their tab. The terminal will print a receipt for the cardholder. The cardholder will have to sign the merchant’s copy of the receipt and will have an opportunity to include a tip. A card is not required to be present to process the transaction. This transaction does not place any charges on the customer’s card.
  • Page 50 (Confirm amount, press OK to accept) [Total Invoice Over Maximum Limit] (Press CANC, process a full au- thorization) (Ask customer to sign the merchant receipt)

  • Page 51: Re Uth Ompletion Lose Ab

    PRE-AUTH COMPLETION/CLOSE TAB Completes a pre-auth transaction or closes a tab transaction. This transaction places a charge on the cus- tomer’s card. A card is not required to be present to process the transaction. The pre-authorization transaction can be completed with a tip or a final transaction amount. A zero dollar amount may also be entered for the final amount to void the original pre-auth transaction.
  • Page 52 (Transaction details displayed. Press OK to continue processing the transaction) [Completion With Tip Off] [Tab / Completion With Tip On] (Enter tip amount, press OK) [Final Amount Within Limits] (Confirm amount, press OK) [New Amount Exceeds Limit] (Press CANC, process as a purchase) [Pre-auth / Tab + Tip Exceeds Limit] (Enter supervisor ID, press OK)
  • Page 53 (To accept, press OK. To return to the tip screen, press CANC.) (Enter password, press OK) [Transactions Settled] (Press F1 to send the transactions to the host.)

  • Page 54: Oid

    VOID Voids a chip transaction done within the current batch. A card is not required to be present to process the transaction. Note: If a supervisor voids an operator’s purchase that includes a tip, the void will be logged under the supervisor’s ID in the terminal reports, and the tip amount will be deducted from the operator’s tips.
  • Page 55 press F4 to return to the trace number screen)

  • Page 56: Efund

    REFUND Returns money to the cardholder’s account. Menu Access Refund Transaction Flow [Authority Override] (Enter the ID, press OK) (Enter the password, press OK) [Op ID Activated, No ID Logged On] (Enter the ID, press OK) [Password] (Enter the password, press OK) [Manual Invoice Number Entry] (Enter the invoice number, press OK) (Enter the amount, press OK)
  • Page 57 Note: If external PIN pad is present, the card must be inserted into the PIN pad. Important: Do not remove the card. [Swiped Credit Card] (Press OK if the account number is correct or CANC to exit) [Manual Credit Card Entry] (Enter the expiry date, press (Imprint card.
  • Page 58 (Confirm amount, press OK) [Debit Transaction] [PIN Required] (Customer enters PIN, press OK) [Faulty Chip - Fallback] (Customer removes the card and turns the unit to the operator) (Swipe card or manually enter card number and press OK) [Swiped Credit Card] (Press OK if the account number is correct or CANC to exit) [Manual Credit Card Entry]...
  • Page 59 (Enter the 3/4 digits printed on the card. Press OK to bypass) [Integrated PIN Pad] (Customer removes the card and turns the unit to the operator)

  • Page 60: P Urchase

    PHONE/MAIL PURCHASE Processes a purchase transaction received by phone or mail order. This transaction is used when the card is not present for the transaction. For this reason cards can only be manually entered for this trans- action. Note: Phone/Mail Purchase transactions have a greater risk of chargeback because a signed and imprinted transaction record is not obtained from the customer.
  • Page 61 [Password] (Enter the password, press OK) [Manual Invoice Number Entry] (Enter the invoice number, press OK)

  • Page 62: Ost

    FORCE POST Note: Transactions processed through this menu function require a previously acquired authorization number. urChaSe Process a purchase which has received a voice authorization Menu Access Force Post Purchase Transaction Flow [Authority Override] (Enter the ID, press OK) (Enter the password, press OK) (Enter the amount, press OK) (Swipe card or manually enter card number and press OK)
  • Page 63 (Enter the authorization number, press OK)

  • Page 64: Re Uth

    Processes a pre-authorization transaction which has received a voice authorization. Menu Access Force Post Pre-Auth/Open Tab Transaction Flow [Authority Override] (Enter the ID, press OK) (Enter the password, press OK) (Enter the amount, press OK) (Swipe card or manually enter card number and press OK) [Swiped Credit Card] (Press OK if the account number...
  • Page 65 [Password] (Enter the password, press OK) [Manual Invoice Number Entry] (Enter the invoice number, press OK) (Enter the authorization number, press OK)

  • Page 66: Phone/Mail Purchase

    hone urChaSe Processes a phone/mail purchase which has received a voice authorization. Menu Access Force Post Phone/Mail Purchase Transaction Flow [Authority Override] (Enter the ID, press OK) (Enter the password, press OK) (Enter the amount, press OK) (Enter the card number, press OK) (Enter the expiry date, press OK) (Enter the 3/4 digits printed on the card.
  • Page 67 [Manual Invoice Number Entry] (Enter the invoice number, press OK) (Enter the authorization number, press OK)

  • Page 68: Transaction Recall

    TRANSACTION RECALL This function allows the recall of a transaction by entering either the transaction amount, account number, invoice number or a trace number. Once a transaction is recalled there will be options to either void the trans- action (if applicable), or do a Pre-Auth completion if it is a Pre-Auth transaction. Voids and completions cannot be done on debit transactions.

  • Page 69: Receipt Reprint

    RECEIPT REPRINT LAST RECEIPT Menu Access Receipt Reprint Last Receipt Transaction Flow Select Same Language or Other Language erChant Reprints the merchant receipt of the last successful financial transaction in the same or other language of the original transaction. uStoMer Reprints the customer receipt of the last successful financial transaction in the same or other language of the original transaction.

  • Page 70: Priority Mail

    PRIORITY MAIL CHECK MAIL Allows the user to download mail from the mail server. Menu Access Priority Mail Check Mail Transaction Flow READ MESSAGES Allows the user to read messages downloaded from the mail server. Menu Access Priority Mail Read Messages Transaction Flow (Use the up and down arrow keys to navigate, and OK to select a message)

  • Page 71: Delete All Messages

    (Use the up and down arrow keys to navigate, and OK to select a message for deletion) (Press cancel if no more messages to delete) DELETE ALL MESSAGES Allows a supervisor to delete all messages in the inbox. Menu Access Priority Mail Delete All Messages Transaction Flow...

  • Page 72: Remote Software Download

    REMOTE SOFTWARE DOWNLOAD This function allows the terminal to download a new software application from a remote host without the need for a technician on site. If the download is not completed successfully, the software will not be installed. Once the download is completed the software will be installed after a reboot of the terminal.

  • Page 73: Balancing Your Transactions

    BALANCING YOUR TRANSACTIONS YOUR BALANCING WINDOW Your balancing window is set into the system to reflect the time of the day you are most likely to do an End of Day. Depending on the time that has been chosen for your balancing window you will receive same or next business day deposit for Visa and debit card totals.

  • Page 74: Terminal Messages

    Cannot Process The merchant cannot process this transaction. Please contact the TD Merchant Solutions Help Desk. Card Not Set Up The card cannot be used. The cardholder should contact their branch.
  • Page 75 Chip Error Use Mag Stripe Chip Card cannot be read. Customer removes the card, turns the unit to the operator. Follow the prompts on the terminal. Close Batch Failed End of Business Day Not Complete The terminal request to close the batch was unsuccessful, therefore the End of Day transaction was not success- fully completed.
  • Page 76 Input Must Be At Least 3 Characters The OK key was pressed, and less than 3 characters were entered. Please enter at least 3 characters, or press CANC to exit. Input Must Be At Least 9 Characters The OK key was pressed, and less than 9 characters were entered. Please enter at least 9 characters, or press CANC to exit.
  • Page 77 No Last Receipt Available A reprint of the last receipt was attempted however there was no receipt available for the last transaction. No Match A transaction cannot be found with the given criteria. No Response From Host The terminal timed out waiting for a response from the host. Press the CANC key to end the transaction and retry the transaction.
  • Page 78 PIN Error - Retry The cardholder has entered the wrong PIN. Please enter it again. Please Try Again The transaction could not be completed. Try again. If the problem persists, call the TD Merchant Solutions Help Desk. Processing… The terminal is busy performing a function.
  • Page 79 Processing Error Re-select Application Press Cancel. Ask customer to press OK to re-select their application. Receipt Not Available Press OK/Cancel A debit transaction has been initiated, but the printer is not able to print a receipt. The customer has the option to proceed without the receipt being printed, or to cancel the transaction.

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