Moneris VX 820 Duet Reference Manual
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Moneris VX 820 Duet Reference Manual

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Moneris® VX 820
Duet
Reference Guide
(12/17)

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  • Page 1 Moneris® VX 820 Duet Reference Guide (12/17)
  • Page 2 Need help? Web: moneris.com/support-VX820 Toll-free: 1-866-319-7450 Record your Moneris merchant ID here: ____________________________________...

  • Page 3: Table Of Contents

    Cardholder verification methods (CVM) ......................24 Cardholder verification limit ..........................24 Card entry options ............................ 25 Insert: Chip cards ..............................25 Wave/Tap: Contactless cards ...........................25 Maximum Contactless Dollar Value (CDV) ........................25 Swipe: Magnetic stripe cards ...........................26 Manual card entry ............................26 Moneris® VX 820 Duet: Reference Guide...
  • Page 4 EMV Parameters report ............................41 Batch History report ............................41 Administrative transactions ........................42 Logon ................................42 Logoff ................................42 Re-initialization ..............................42 Batch Reclaim ..............................43 End-of-day process ........................... 44 Merchant close ..............................44 System close ..............................44 Troubleshooting ............................46 Error messages ..............................46 Moneris® VX 820 Duet: Reference Guide...
  • Page 5 Equipment issues ..............................52 Merchant support ....................... 53 Moneris® VX 820 Duet: Reference Guide...

  • Page 6: Setting Up Your Terminal

    Setting up your terminal Setting up your terminal In this section, we go over everything you need to know to set up your VX 820 Duet terminal. You can also view our setup videos online at moneris.com/support-VX820 Moneris® VX 820 Duet: Reference Guide...

  • Page 7: Before You Get Started

    VX 820 DUET BASE ETHERNET CABLE AND/OR DIAL CABLE 2. If your terminal will communicate with the Moneris host over high-speed Ethernet, review the Moneris IP Readiness Checklist (available at moneris.com/checklist) to ensure that your Ethernet service is ready to support your terminal.

  • Page 8: Hardware Setup

    Internet service at your specific location Recommendation: Use a dedicated phone line for the (please refer to the Moneris IP Readiness terminal. Sharing the line with another device can cause communication problems on the terminal. If using a Checklist if necessary;...
  • Page 9 Important: You must use the exact power adaptor and cables provided by Moneris to work with the Moneris VX 820 Duet terminal. Failure to do so may affect the operability of, or cause damage to, the equipment. c. Wait while the device powers up. When the applications menu appears, proceed to step 4.

  • Page 10: Tips For Moving Through The Menus On The Terminal

    Using the touchscreen on the terminal The VX 820 Duet features a 3.5” colour touch-sensitive screen (referred to in this guide as the “touchscreen”). The terminal reacts when you touch various areas on the screen (icons) in the same way it reacts when you press a key on the keypad.

  • Page 11: Touchscreen Tips

    Note: If the manager password is entered incorrectly five times in a row, the terminal will lock and will be unable to perform transactions. To unlock the terminal, contact Moneris Customer Care at 1-866-319-7450 request a password reset.

  • Page 12: Communications Setup

    Communications setup Your terminal must be configured to communicate with the Moneris host. 1. Ensure the communications cables are properly connected to the Duet base based on your communications type before proceeding with these steps. Refer to Hardware setup on page 6 for more information.

  • Page 13: Using Dial Communications As Backup For Ip (Optional)

    5. At the “Comm Link Type” prompt, select Edit, select Next until “Dial” appears, then select Slct. 6. Select Next until “Settle Comm Type” appears. 7. At the “Settle Comm Type” prompt, select Edit, select Next until “Dial” appears, then select Slct. Moneris® VX 820 Duet: Reference Guide...

  • Page 14: Entering The Initialization Phone Number

    7. Select Exit, then select OK to save changes. 8. Press the red CANC ANNUL key, then press the * (asterisk) key to return to the applications menu. 9. Proceed to Entering merchant IDs and terminal IDs on page 13. Moneris® VX 820 Duet: Reference Guide...

  • Page 15: Entering Merchant Ids And Terminal Ids

    4. Scroll down and select Merchant. “Term Id” appears. 5. Select Edit, key in the Moneris Terminal ID (the eight-digit number starting with “56” found on the back of the terminal, e.g., 56123456) and press the green OK key. 6. Select Next until “Merch Num.” appears.

  • Page 16: Initialization And Logon

    Initialization and logon Before processing any transactions, you must initialize your terminal with the Moneris host, and then logon. 1. From the applications menu, select DEBIT & CREDIT. 2. When the transactions menu appears, press the green OK key to access the CONFIGURATION menu.

  • Page 17: Additional Options

    The terminal returns to the SETUP menu. Other tipping options include Enhanced Tip, Guided Tip, TipNone, and Default Tip. For information on configuring these tipping options, refer to the “Tip Processing” topic in the VX 820 Duet Webhelp available at moneris.com/support-VX820.

  • Page 18: For Cashback Option

    These parameters allow the merchant to control the manual entry of card information on the terminal keypad. Enabling password protection on manual entry Important: Moneris strongly recommends using the default value of “On” to help reduce the risk of fraudulent transactions which can later be disputed and charged back.

  • Page 19: Changing Manual Entry Options

    3. Key in the manager password and press the green OK key. 4. Select Merchant. “Merchant ID” appears. 5. Select Edit, key in your Moneris Merchant ID and press the green OK key. 6. Select Next. “Moneris Term ID” appears.

  • Page 20: Dial Communications Setup

    9. Select Edit, key in the Ernex Terminal ID (provided to you when Moneris confirmed your terminal order) and press the green OK key. 10. Select Exit, then select OK to save changes. 11. When the terminal returns to the Setup menu, select Comm.
  • Page 21 Select Exit, then select OK to save changes. 16. Press the red CANC ANNUL key, then press the * (asterisk) key to return to the applications menu. 17. Proceed to Gift & Loyalty initialization on page 17. Moneris® VX 820 Duet: Reference Guide...

  • Page 22: Using Your Terminal

    Using Your Terminal Using your terminal In this section, we go over everything you need to know to use your VX 820 Duet terminal, including how to perform transactions and end-of-day processes. Moneris® VX 820 Duet: Reference Guide...

  • Page 23: Moneris Vx 820

    When prompted, you (and sometimes your customer) will key in information on the terminal. If your customer is required to key in information, pass the terminal to the customer. When the customer has finished keying in the information, retrieve the terminal and complete the transaction. Moneris® VX 820 Duet: Reference Guide...

  • Page 24: Terminal Keys And Hardware

    Touchscreen (see page 9 for tips) Asterisk (*) key Returns to the applications menu  (displays the applications available, including DEBIT & CREDIT). CANC ANNUL (red key) Cancels the current operation.  Moneris® VX 820 Duet: Reference Guide...

  • Page 25: Card Types

    Card types The Moneris VX 820 Duet supports the following card types and formats. These card types are not mutually exclusive. A single card can include a magnetic stripe, a chip, and contactless functionality. Magnetic stripe card A card with a magnetic stripe ...

  • Page 26: Cardholder Verification

    In most cases, this limit does not apply to:  Credit transactions where the card is swiped or inserted  Interac Debit transactions where the card is swiped or inserted  These transactions require cardholder verification regardless of the transaction amount. Moneris® VX 820 Duet: Reference Guide...

  • Page 27: Card Entry Options

    To determine the maximum CDV for a card, print an EMV Parameters report (see page 41) and locate the Contactless Trans Limit parameter under the report’s record for the card. A CDV of 999999 means there is no maximum limit. Moneris® VX 820 Duet: Reference Guide...

  • Page 28: Swipe: Magnetic Stripe Cards

    If the “Imprint Card Press OK Key” prompt appears, take an imprint of the card and press the green OK  key. 4. Key in the card’s validation code and press the green OK key to continue the transaction. Moneris® VX 820 Duet: Reference Guide...

  • Page 29: Transactions

    2. Key in the advice amount, press the green OK key, and then follow the prompts. Refer to the Merchant and customer prompts tables (see pages 30 to 35). 3. Process receipts (see pages 35 to 37). Moneris® VX 820 Duet: Reference Guide...

  • Page 30: Pre-Authorization

    2. Key in the refund amount, press the green OK key and then follow the prompts. Refer to the Merchant and customer prompts tables (see pages 30 to 35). 3. Process receipts (see pages 35 to 37). Moneris® VX 820 Duet: Reference Guide...

  • Page 31: Correction

    Select Seq#, key in the sequence number and press the green OK key.  To search by the card number:  Select Acct, key in the last four digits of the card number and press the green OK key.  Moneris® VX 820 Duet: Reference Guide...

  • Page 32: Balance Inquiry

    2. At the “Swipe Card:” prompt, swipe the pre-paid credit card on the terminal. 3. Wait while the terminal communicates with the Moneris host. 4. If the pre-paid card allows it, the terminal displays “Balance: $###.##”. Press the green OK key to continue.
  • Page 33 Account #: Key in the Voice Authorization Number that you wrote on the paper sales Auth #: draft when you called Moneris Customer Care for IVR voice authorization. Code present? If the validation code is not there, select No. ...

  • Page 34: Customer Prompts

     Other Selects Other, keys in a different amount and presses the green OK  key. Cashback? To receive Cashback:  Selects Yes.  Purchase Cashback? To continue without Cashback:  Selects No.  Moneris® VX 820 Duet: Reference Guide...
  • Page 35  For French prompts:  Selects FRN (FRENCH).  Confirms that the total Purchase + Cashback + Tip amount is correct and Purchase presses the green OK key (or selects Yes). Total OK? XX.XX Moneris® VX 820 Duet: Reference Guide...
  • Page 36 To choose from a list of tip percentages:  Selects %.  To enter a tip dollar amount:  No Tip Selects $.  To continue without adding a tip:  Selects NoTip.  Moneris® VX 820 Duet: Reference Guide...

  • Page 37: Receipts

    Masking replaces a card’s numbers (except for the last four) with “*”s (e.g., ************1234). Truncation prints only the last four digits of a card (e.g., 1234). The expiry date is not printed on any copy of any receipt. Moneris® VX 820 Duet: Reference Guide...

  • Page 38: Signatureless Transactions

    6-digit approval code. See Useful codes on page 37 for more information. Card verification. “Verified by PIN” is printed when a chip card is inserted. May be a signature line for certain credit card transactions. The Merchant Footer 4 is configurable on the terminal. Moneris® VX 820 Duet: Reference Guide...

  • Page 39: Partial Approval Receipt Sample

    (e.g., if the Seq # is 000-123456-0, then when processing a refund, key in 123456). Orig Auth #: This is the six-digit approval code (Appr Code) printed on the original receipt. It is used for Pre-  auth Completions. Moneris® VX 820 Duet: Reference Guide...

  • Page 40: Reports

    To return to the transactions menu, press the red CANC ANNUL key twice.  Merchant Sub-totals report Prints the totals of all transaction types in the current batch on the Moneris host without closing the batch. 1. Press the (Reports) icon.

  • Page 41: Pre-Auth Transactions Report

    Tip report Prints tip activity for the current batch in the terminal memory. Note: Clerk IDs must be set up on the Moneris host and Tip processing must be enabled on the terminal before this report can be generated. 1. Press the (Reports) icon.

  • Page 42: Deposit Totals Report

    The terminal prints the Stored Transactions report and returns to the REPORTS menu. Deposit Totals report Prints the totals of all transaction types in batches that have been closed on the Moneris host on the date this report is printed.

  • Page 43: Emv Parameters Report

    To print the batch history for a specific date, select Date. Key in a settlement date (in MMDDYY format)  and press the green OK key. To print the batch history for all dates, select All.  The terminal prints the Batch History report and returns to the REPORTS menu. Moneris® VX 820 Duet: Reference Guide...

  • Page 44: Administrative Transactions

    To change the existing merchant ID, select No. When the “Merchant ID:” prompt appears with the  existing merchant ID displayed, key in your new Moneris Merchant ID number and press the green OK key. 5. When “Transmitting…” and “Receiving…” appear, please wait while the terminal communicates with the Moneris host.

  • Page 45: Batch Reclaim

    OK key to return to the transactions menu. The terminal performs the Batch Reclaim and returns to the transactions menu. At the end of your day, you are still required to perform your normal End-of-day procedures. Moneris® VX 820 Duet: Reference Guide...

  • Page 46: End-Of-Day Process

    System close If your merchant account is set up for System Close settlement, Moneris automatically closes your batch for you at the end of each day. You must verify transaction totals on a daily basis. Here’s how: Step 1: Print a Stored Transactions report See page 39.
  • Page 47 Confirm that the totals on the Stored Transactions report (printed in step 1) match the totals on the  Merchant Sub-totals report (printed in step 2). If they do not match, call Moneris Customer Care toll-free at 1-866-319-7450 within 30 days for reconciliation assistance.

  • Page 48: Troubleshooting

    If an error message appears, first press the green OK key or the red CANC ANNUL key to clear the message then retry the transaction. If the error message reappears and is listed in the table below, follow the instructions in the table. If the problem is still not resolved, call Moneris Customer Care toll-free at 1-866-319-7450. Error messages...
  • Page 49 1. Check all the cables to ensure everything is plugged in correctly (see page 6). 2. Check that the router and hub/switch (if any) are functioning and are correctly configured. Please refer to the Moneris IP Readiness Checklist available at moneris.com/checklist.
  • Page 50 OK key. Important: If the manager password is entered incorrectly five times in a row, the terminal will lock and will be unable to perform transactions. To unlock the terminal, contact Moneris Customer Care toll-free at 1-866-319-7450 request a password reset.
  • Page 51 If you are a Merchant Close merchant:  Close your batch normally (see page 44) and call Moneris Customer Care  the next business day for reconciliation assistance. If you are a System Close merchant: ...
  • Page 52 2. Check that there is a paper roll and that the roll is loaded properly (see page 3. Close the printer. SETTLE FAILED The connection with the Moneris host was lost during a Batch Close and the transaction was not completed. Try the Batch Close again. If the batch totals are $0: 1.
  • Page 53 Check that the router and hub/switch (if any) are correctly configured. Please refer to the Moneris IP Readiness Checklist available at moneris.com/checklist. TIP ERROR The customer has keyed in a tip amount or percentage that is greater than the standard percentage or a tip percentage that is not defined in the terminal.
  • Page 54 Equipment issues Issue Solution Display screen on terminal is blank. Check the connections on the back of the Duet base to ensure all cables are plugged in correctly. Moneris® VX 820 Duet: Reference Guide...
  • Page 55 Merchant support Merchant support At Moneris, help is always here for you 24/7. Moneris® VX 820 Duet: Reference Guide...
  • Page 56 VX 820 Setup and Installation video  download additional copies of this guide and other resources  consult the Moneris VX 820 Duet WebHelp for detailed information on all of the options available on  your terminal and how to enable them Visit shop.moneris.com...
  • Page 57 Solutions Corporation (“Moneris”). This manual is for informational purposes only. Neither Moneris nor any of its affiliates shall be liable for any direct, indirect, incidental, consequential or punitive damages arising out of use of any of the information contained in this manual. Neither Moneris or any of its affiliates nor any of our or their respective licensors, licensees, service providers or suppliers warrant or make any representation regarding the use or the results of the use of the information, content and materials contained in this manual in terms of their correctness, accuracy, reliability or otherwise.

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