TD Generation Merchant Manual
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Summary of Contents for TD Generation
- Page 1 TD Generation Merchant Guide For the TD Generation • All-in-One, • HSPA, • and WiFi * Image shown is the HSPA terminal...
- Page 2 © This publication is confidential and proprietary to The Toronto-Dominion Bank and is intended solely for the use of Merchant customers of TD Merchant Solutions. This publication may not be reproduced or distributed, in whole or in part, for any other purpose without the written permission of an authorized representative of The Toronto-Dominion Bank.
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Page 3: Table Of Contents
Table of Contents Welcome to TD Merchant Solutions ........1 Who should use this guide? ................1 The TD Generation family ..................1 Hardware terminology ..................1 The TD Generation Terminals ..........2 The terminal ....................2 Differences between the terminals..............2 Ports ........................3 Communications ...................3... - Page 4 Force post (sale or phone / mail order) ............18 Force post (refund) ..................18 Void ......................19 Transaction Recall ..................19 Refund ......................20 Receipts ...................... 21 Example ......................... 21 Receipt print options ..................22 Business Day Functions ................22 Performing a settlement request / day close ..........
- Page 5 Troubleshooting ..............37 Error codes....................37 Hardware troubleshooting ................. 43 What problems can I easily resolve? ..............43 Why isn’t my terminal powering on? ..............44 Why won’t my HSPA terminal connect? (HSPA)..........44 Why do I see the Internet disconnected icon? (All-in-One and WiFi) ..44 Why is the terminal signal strength low? ............
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Page 7: Welcome To Td Merchant Solutions
By now your terminal is installed and now it’s time for you to learn more about its features and capabilities. Who should use this guide? You would use this guide if you use a TD Generation (All-in-One, HSPA and WiFi) during the course of your daily business. -
Page 8: The Td Generation Terminals
The TD Generation Terminals The terminal Paper chamber button Dash keys and direction pad Use the keys and the direction pad to navigate the screens and menus. Paper advance key Press to advance the paper roll in Mon Jun 04 the terminal. -
Page 9: Communications
About the Solution Communications All-in-One terminal The All-In-One terminal communicates via a phone line or an wired ADSL Internet connection. The image shown is the phone line version of the hub. The hub shown is the dual phone line hub. Depending Mon Jun 04 16:20:36 on your installation, you may have an Ethernet hub with... -
Page 10: Terminal Screens
Terminal Screens Idle screen and icons The default screen is called the Idle screen. It displays important information and different ways to access your terminal’s functionality. If your terminal has a blank screen it has gone to sleep mode. Press any key to wake it and the Idle screen will display. -
Page 11: Desktop Screen
(All-in-One, HSPA or 1. Reports 2. Transaction Recall 3. Day Close WiFi). The Generation Hub (All-in-One) The All-In-One terminal comes with a hub to allow for easy power and Internet connection. It includes: • A power cable • One or more comm ports (Ethernet or • A power port... -
Page 12: Ports
The WiFi Access Point / Repeater The access point is the second component of the TD Generation WiFi package The access point acts like a router by receiving any transactions sent wirelessly from your terminal(s) and then forwards them to the payment system.Repeaters are additional routers... -
Page 13: The Charger Base (Optional For Hspa And Wifi)
About the Solution Li g ht Ac t ivit y E xp l a n a t i o n Solid blue The access point / repeater is powered. Solid blue The access point has a connection. Access Point Quick flashing blue light and a pause. The access point is searching for a connection. - Page 14 - 8 -...
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Page 15: Cardholder Privacy And Security
TD Merchant Solutions strongly suggests that when you create your manager IDs that you record and store them in a safe place for future reference. The TD Generation offers you a variety of options to personalize the terminal while helping you to administer your business. Some standard administration features are: •... - Page 16 Any changes that you make on the terminal will be overwritten the next time that you perform a Host 1 or Host download after a settlement request. Please contact the TD Merchant Solutions Help Desk to make any permanent changes to your terminal.
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Page 17: Fraud Prevention
If you need to process a force post transactions, please call the TD Merchant Solutions Help Desk at 1-800-363-1163 to enable the capability after being authenticated. It is strongly recommended that you protect the Force Post function with a password. -
Page 18: Storing Cardholder Receipts
• If TD needs a receipt copy, please send it within eight days and retain a copy for your records. • The required storage and response times are for TD Merchant Solutions only and may vary by financial institution. -
Page 19: Financial Transactions
Depending how you have set up your terminal, you may be required to enter a supervisor ID and password to proceed with any transaction. If the customer’s receipt has a signature line on it, the customer must sign it. • The TD Generation terminal can perform the following transactions: • Purchase •... - Page 20 If the purchase was for a low amount you may be offered the option to print the receipt. This receipt threshold can be set by calling the TD Merchant Solutions Help Desk at 1-800-363-1163. If there is a balance left owing, go to the Split Payment instructions in step 3.
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Page 21: Void
Financial Transactions Select the back arrow or OK. If correct, select OK. Otherwise, select the back arrow. Select the payment method and press OK. The customer selects how they are paying for the partial amount. Gift card appears only if you accept them. Select the back arrow or YES. -
Page 22: Transaction Recall
You can only perform a refund on a transaction that has already been submitted for reimbursement. Debit refunds are disabled by default. If you wish to activate debit refunds on your terminal please call the TD Merchant Solutions Help Desk at 1-800-363-1163. Press the left ... - Page 23 Press the left Desktop FP Purchase. Before you perform this transaction you must call the TD Merchant Solutions Help Desk at 1-800-363-1163 and receive an authorization number. Enter the dollar amount and press OK.
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Page 24: Receipts
Receipt print options You can select which receipts print and when by calling the TD Merchant Solutions Help Desk. The options available to you are:... - Page 25 Financial Transactions Reprinting receipts Desktop Main Menu Reprint and select one of the following: Press the left Last Receipt Confirm that this is correct (NO or YES). The most recent receipt will reprint. Past Receipt Swipe the card that the transaction was performed on. Any transactions that were done on the terminal by the swiped card will appear on the screen.
- Page 26 I m p o r ta nt I n fo rm a t i o n Transaction Type This shows what type of transaction was done (Purchase, Void, etc.) and whether it is a duplicate receipt. Card Type This shows what kind of card was used for the transaction. Trace # The trace number associated with the transaction.
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Page 27: Business Day Functions
Financial Transactions Business Day Functions To start a business day, log onto a terminal that has had the day close function performed on it. Depending on the logon method, it may be as simple as a user performing transactions to entering a logon ID and password. Performing the day close You have a deadline to perform the day close. - Page 28 - 22 -...
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Page 29: Reporting
Reporting Reporting The following reporting options are split into two different groups, business day and customized. You have access to all of the business day reports, and these will be covered in this document. Please see our online documentation for customized reports at www.TDMerchantSolutions.com/ResourceCentre. Business day reports Press the left Desktop ... -
Page 30: Customized Reports
Customized reports Desktop Main Menu Reports Customized Reports and select a report. Left Re p o r t Provi d e s . . . I n s t ru c t i o n s Tran Detail ...transaction details by card type for a maximum Select whether the report is for a... -
Page 31: Administration And Configuration
Administration and Configuration Administration and Configuration The TD Generation offers you a variety of options to personalize the terminal while helping you to administer your business. Some standard administration features are: • User Management (creating, editing, deleting and unlocking locked user IDs) •... -
Page 32: User Management
U s e r Ty p e C a p a b i l it i e s S p e c i a l N ote s Manager • Can access features and functions, • A maximum of 10 manager IDs are including transaction processing, all allowed per terminal reports and all menus... -
Page 33: Remove User
Administration and Configuration Remove user Use this option to have a Supervisor delete an existing user IDs from a terminal. You cannot delete the user that is currently logged into this terminal. Desktop Main Menu Control Panel User Management Remove User. Select the User ID that you wish to delete. -
Page 34: General Customization
Select the desired language (ENGLISH or FRENCH). Sync the time on the terminal Use this option to sync the date and time on the terminal by communicating with the TD host. Desktop Main Menu Control Panel Date/Time Sync. -
Page 35: Enable Training Mode
Use this option to review the battery’s current charge level and associated battery settings. This is a static that provides the current power level and the settings for the battery icon. You must call the TD Merchant Solutions Help Desk at 1-800-363-1163 to change any of the settings that impact how the battery information is displayed. -
Page 36: Receipts
Receipts Reprint receipt Use this option to reprint an existing receipt. Desktop Main Menu Reprint and select one of the following: Select one of the following options (Last Receipt, Past Receipt or Day Close Report). Last Receipt Confirm that this is correct (NO or YES). The last receipt is reprinted. -
Page 37: Downloads
Administration and Configuration Downloads Software download This function allows the terminal to download a new software application from the TD remote host without the need for a technician on site. Desktop Main Menu Control Panel Software Download. -
Page 38: Communications
Communications Change IP connection (All-in-One only) Use this option to assign a static IP or a dynamic IP (DHCP) to your terminal. Desktop Main Menu Control Panel Communications Connection Type Setup. Select one of the following options (Static IP or DHCP). Static IP Enter the IP address and press OK. -
Page 39: Troubleshooting
Troubleshooting Troubleshooting With any equipment, sometimes problems occur. With the TD Generation, error messages are displayed on screen with a short description. Below is a list of error messages that you could see on the terminal screen and the actions required. - Page 40 “ C ” E rro r c o d e s E xp l a n a t i o n Ac t i o n re q u i re d Cannot Reset Invoice # to 1 When The terminal has invoice number • Please call the Help Desk if Set to Manual entry set to manual entry, and this...
- Page 41 Troubleshooting “ D ” E rro r c o d e s E xp l a n a t i o n Ac t i o n re q u i re d Day Cannot Be Closed The terminal is configured so that • Please complete all open With Open Pre-Auths Pre-authorized Transactions must...
- Page 42 “ I ” E rro r c o d e s E xp l a n a t i o n Ac t i o n re q u i re d Input Must Be Greater Than Zero Value entered must be greater • Please enter a value greater than zero.
- Page 43 Troubleshooting “ N ” E rro r c o d e s E xp l a n a t i o n Ac t i o n re q u i re d Not Accepted The card type entered is not • Please select another card.
- Page 44 “ P ” E rro r c o d e s E xp l a n a t i o n Ac t i o n re q u i re d Processing Error The terminal encountered an error • Try the action again. If the when trying to process a chip problem persists ask for transaction.
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Page 45: Hardware Troubleshooting
Troubleshooting Hardware troubleshooting What problems can I easily resolve? Pro b l e m Ac t i o n Re q u i re d Bad Communication There was a communication failure after the transaction was initiated. Press CANC key Press Cancel and try again. -
Page 46: Why Won't My Hspa Terminal Connect? (Hspa)
Why won’t my HSPA terminal connect? (HSPA) The HSPA wireless network signal is represented by the connection icon in the top-right corner of the screen. If it is green, your terminal is connected to the network. If it is red, your temrinal isn't connected. If you can’t establish a connection: Has your environment has changed? Physical changes to your place of business, such as adding a new wall or installing an electronic device may have reduced the wireless signal strength. -
Page 47: Appendices
The officer should provide you with a report number. After obtaining the above from the officer, please contact the TD Merchant Solutions Help Desk and provide this information so that you can receive a replacement device. Please see the template below to ensure that you record all the required information. -
Page 48: Transaction Shortcuts
Transaction shortcuts Ac t i o n I c o n N a vi g a t i o n Desktop Purchase Purchase (Credit / Debit) Purchase (Phone / Mail) Desktop Main Menu Debit / Credit Phone / Mail Purchase Force Post Desktop ... -
Page 49: Terminal Care
• Routinely clean it with a damp cloth so that spills don’t get into the inner workings. • Use TD-approved cleaning cards for the chip and magnetic card readers. Storing your terminal • It must be stored in temperatures between 0° and 50° Celsius. - Page 50 - 44 -...
- Page 51 Call Centre Information Please call the TD Merchant Solutions Help Desk at 1-800-363-1163. We would be happy to answer any questions you may have. Authorization: 24 hours a day, seven days a week Terminal Inquiries: 24 hours a day, seven days a week General Merchant Inquiries: Monday –...
- Page 52 533792 (0519)
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