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TD Mobile POS Merchant Manual

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TD Mobile POS
Merchant Guide
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Summary of Contents for TD Mobile POS

  • Page 1 TD Mobile POS Merchant Guide * Android paired screen shown...
  • Page 2 Apple, the Apple logo, Safari and iTunes are trademarks of Apple Inc., registered in the U.S. and other countries. The Bluetooth® word mark and logos are registered trademarks owned by Bluetooth SIG, Inc. and any use of such marks by TD is under license.

  • Page 3: Table Of Contents

    Table of Contents Welcome Kit and Setup ..........1 About the TD Mobile POS Solution ......6 Financial Transactions ..........15 Administration and Configuration ......25 Merchant Portal ............31 Troubleshooting ............41...
  • Page 5 What is the TD Mobile POS solution? ....... . .

  • Page 6: Welcome Kit And Setup

    This guide will provide helpful information about the equipment, its features and TD Merchant Services. Please ensure you read this guide so that you become familiar with the capabilities of the TD Mobile POS and how it can support your business needs. »...

  • Page 7: Welcome Kit Contents

    • USB Cable (Black) First you must activate your TD Mobile POS account from the Merchant Portal so that you can link it to your PINPad. What do I need to do to use the TD Welcome Email.

  • Page 8: Enable Bluetooth® On Your Smartphone

    - PINPad - A six-digit passkey appears. which has a TD logo. Confirm it is identical to the one iOS - Log onto the TD Mobile POS displayed on your smartphone and app. press the key. Android - A six-digit passkey appears.
  • Page 9 12/12/2014 14 : 47 : 31 PINPad or any usernames or passwords. You can create a PIN for the TD Mobile POS app by going PIN. -> For more information see "How do I secure the app?" on page 29.

  • Page 10: About The Td Mobile Pos Solution

    Section 2 About the TD Mobile POS Solution Legend ............... 8 The App ..............8 The Screens .................8 Log In Screen ..............8...
  • Page 11 Admin Menu ................13 Card Readers .

  • Page 12: Legend

    There are a few terms we use in the guide that you should know to optimize your interactions with the TD Mobile POS solution. Smartphone App This is the TD Mobile POS smartphone app that you Admin Menu download and use on your smartphone. It is also referred to as the smartphone app or app.

  • Page 13: Financial Transactions

    This option shows you a list of up to the last 1000 transactions done on the smartphone app and PINPad. Tip Screen From this screen you can enable or disable tips on your TD Mobile Solution. Merchant Profile From here you can manage the following receipt information: •...

  • Page 14: Application Pin

    From here you can: • Retrieve your last card transaction • Clear or send your application logs to the TD Help Desk for troubleshooting Manage card readers This is used when you must pair your PINPad with your phone. This option is not available on iOS.

  • Page 15: The Pinpad

    TD MOBILE POS MERCHANT GUIDE About the Mobile POS Solution The PINPad The PINPad is used by the merchant to accept the customer debit and credit card payments. It includes the following: Contactless light Screen, Icons and Contactless card reader...

  • Page 16: Contactless Light

    TD MOBILE POS MERCHANT GUIDE About the Mobile POS Solution Contactless Light Battery is charging The battery icon has a pulsing line beneath it This light will flash green when contactless transactions and the plug icon beside it to show when it are enabled.

  • Page 17: Administration And Configuration

    TD MOBILE POS MERCHANT GUIDE About the Mobile POS Solution Mini-USB Port BLUETOOTH label is blank and the wireless connectivity symbol flashes. Use this port to charge your PINPad with a USB power Security source such as a computer and the cable provided.
  • Page 18 Card Readers Use the chip reader along the bottom of the PINPad for To further personalize your TD Mobile POS to your chip cards, the screen for contactless cards and the slot business needs, there is a merchant portal website. This along the top for magnetic stripe cards.
  • Page 19 Section 3 Financial Transactions Protecting Cardholder Privacy ......... 16 How should I store cardholder receipts? ....... . .16 Financial Transactions ..........

  • Page 20: Protecting Cardholder Privacy

    TD MOBILE POS MERCHANT GUIDE Financial Transactions Protecting Cardholder Financial Transactions Privacy The TD Mobile POS solution allows you to do the following transactions: As a merchant, you have a responsibility to protect your • Purchases (Cash, Credit, Debit) customers from possible credit card fraud by maintaining •...

  • Page 21: Purchase

    TD MOBILE POS MERCHANT GUIDE Financial Transactions Purchase Credit Card (Insert) You would use these instructions whenever a customer wants to insert their credit card to make a purchase. Cash Step 1 - Smartphone App Navigation: You would use these instructions whenever a customer wants to pay for their purchase with cash.

  • Page 22: Credit Card (Contactless)

    TD MOBILE POS MERCHANT GUIDE Financial Transactions Credit Card (Contactless) the smartphone app returns to the transaction screen. You would use these instructions whenever a customer wants to tap their credit card to make a purchase. Credit Card (Swipe) The total transaction amount must be equal to or less than You would use these instructions whenever a customer the maximum Contactless Dollar Value.

  • Page 23: Credit Card (Manual Entry)

    TD MOBILE POS MERCHANT GUIDE Financial Transactions purchase notes, the invoice number Enter A screen appears stating the authorization whether or not to include the invoice number number and that a signature is required. on the receipt. If the card is present, imprint the card and /OK.

  • Page 24: Debit Card (Insert)

    TD MOBILE POS MERCHANT GUIDE Financial Transactions Debit Card (Insert) Debit Card (Contactless) You would use these instructions whenever a customer You would use these instructions whenever a customer wants to insert their debit card to make a purchase. wants to tap their debit card to make a purchase.

  • Page 25: Debit Card (Swipe)

    TD MOBILE POS MERCHANT GUIDE Financial Transactions Debit Card (Swipe) institution to correct the problem. The merchant will be responsible for any attempt to make debit card account You would use these instructions whenever a customer corrections and will not be reimbursed if a cash refund is wants to swipe their debit card to make a purchase.

  • Page 26: Void Last Transaction

    TD MOBILE POS MERCHANT GUIDE Financial Transactions Receipts customer if an email was previously entered for the refunded purchase. When a transaction is completed, receipts are generated If an email was not provided initially, for the merchant and for the customer, if the customer retrieve refund transaction from opted to receive one.

  • Page 27: Merchant Receipts

    TD MOBILE POS MERCHANT GUIDE Financial Transactions Receipt Types e r c h a n T e c e I p T S Receipts are payment method dependent as each shows different information. The receipt types are purchase, refund, void and declined.

  • Page 28: Last Transaction Void Receipt

    Perform a cash, credit and debit purchases • Perform refunds and voids In order for you to settle your transactions on the TD Mobile POS solution, you must close your business day on Now that you know how to perform transactions you can your smartphone app.
  • Page 29 Section 4 Administration and Configuration Pairing..............26 What is pairing? ............... .26 How do I pair the PINPad to my Android Smartphone? .

  • Page 30: Pairing

    Param.DL or Host 2 Param.DL On the PINPad /F1 -> iOS Device This option downloads parameters from the TD Hosts for Device Discovery. Searching... the operation of the PINPad. This function is also automatically performed during the end of day process.

  • Page 31: How Do I Verify The Pinpad's System Information

    You would only need How do I set the idle timer? this information when contacting TD Merchant Services Help Desk and they would guide you through this. Allows a user to dictate how long a PINPad will sit unused...

  • Page 32: Receipts

    TD MOBILE POS MERCHANT GUIDE Administration and Customization Receipts How do I change the receipt information? This option changes certain information that is displayed on your business’ HTML receipts. How do I view a customer receipt? If you don’t have anything to include in some of the...

  • Page 33: App Administration

    How do I enable tips? (Android Only) On the app -> Tip This function is necessary for you to pair your smartphone This allows you to enable/disable tips on your TD Mobile to your PINPad. POS solution. Turn the tip option or Off.
  • Page 34 TD MOBILE POS MERCHANT GUIDE Administration and Customization How do I view terms and conditions? This allows you to review the terms and conditions for using the TD Mobile POS smartphone app. On the app -> Terms and Conditions Terms and Conditions screen appears.
  • Page 35 Section 5 Merchant Portal The Merchant Portal ..........32 Recent Activity Tab ..........33 How do I search for a specific transaction? ......34 How do I export transaction records? .

  • Page 36: Merchant Portal

    TD MOBILE POS MERCHANT GUIDE Merchant Portal The Merchant Portal The Merchant Portal is an online website is another way for merchants to make monitor and update their account. It has similar functionality to the smartphone app, just via the web. Some of the things you can do are: •...

  • Page 37: Recent Activity Tab

    TD MOBILE POS MERCHANT GUIDE Merchant Portal Recent Activity Tab Filter by sub-merchant/user if you have more than one. The Recent Activity screen is the first screen that you’ll see Export the transactions to a CSV file, PDF or when you log onto the Merchant Portal.

  • Page 38: How Do I Search For A Specific Transaction

    Ensure it is correct and click There is a different icon for every payment type that is Email Receipt. accepted by the TD Mobile POS solution. They are: American You can enter a different email Express Cash...

  • Page 39: My Account Tab

    TD MOBILE POS MERCHANT GUIDE Merchant Portal My Account Tab mobile phone number. Enter the Step 2 - Security Settings Account From the tab you can change various information that is associated with your account and what appears on personal email address...

  • Page 40: Edit Business Information

    Verify the information is entered correctly and content. Ensure you verify the information click Submit. before you save it. Contact the TD Merchant Services Help Desk at If this is all that you needed to change, scroll to 1-877-375-7331 to make any further changes.

  • Page 41: Manage Sub-Merchants Tab

    Manage Sub-Merchants From the tab you can create, modify and activate/deactivate sub-merchants. Sub-merchants are users (other than the business owner) that will have access to various aspects of the TD Mobile POS solution. How do I add a sub-merchant? Sub-Merchants screen.

  • Page 42: What Can Sub-Merchants See On The Merchant Portal

    TD MOBILE POS MERCHANT GUIDE Merchant Portal What can sub-merchants see on the How do I edit a sub-merchant’s level of Merchant Portal? access? Once the sub-merchant has activated their account they You can provide or restrict access to certain features for can log in to the Merchant Portal and see the following existing sub-merchants by clicking on their username.

  • Page 43: How Do I Edit A Sub-Merchant

    TD MOBILE POS MERCHANT GUIDE Merchant Portal How do I deactivate or reactivate a Password Go to the section. sub-merchant? Reset the password automatically or manually: Automatically Manage Sub-Merchants -> Click Sub-Merchant Click Reset Password. A confirmation Username pop-up appears.

  • Page 44: Manage Hardware Tab

    TD MOBILE POS MERCHANT GUIDE Merchant Portal Manage Hardware Tab Manage Hardware From the tab you can deactivate your PINPad(s) in case they are lost or stolen. Summary How do I deactivate a stolen or lost PINPad? After reading this section you now know: Manage Hardware •...
  • Page 45 Section 6 Troubleshooting Troubleshooting Bluetooth ........42 Why can’t I pair my smartphone with the PINPad? ....42 What can interfere with Bluetooth connectivity? ....42 Pair your Android smartphone to the PINPad .

  • Page 46: Troubleshooting Bluetooth

    TD mode for a few minutes. If you take too Mobile POS solution. Of course, you can’t always long you will need to re-enter discoverable avoid sources of interference such as Wi-Fi or mode.

  • Page 47: Pair Your Android Smartphone To The Pinpad

    TD MOBILE POS MERCHANT GUIDE Troubleshooting Pair your Android smartphone to the Pair your iOS smartphone to the PINPad PINPad On the PINPad Press -> Setup -> Bluetooth -> Pair On the PINPad Device -> iOS Device -> Device Press ->...

  • Page 48: Troubleshooting

    The smartphone app has a limited number of self- explanatory error messages that you could potentially see. Some errors are easily identifiable and can be resolved by you immediately. Others will require that you contact the TD Merchant Services Help Desk at 1-877-375-7331. These will have an...
  • Page 49 TD MOBILE POS MERCHANT GUIDE Troubleshooting “E” Error Messages Action Required Error You must enter either a message for the purchase or an invoice number to press Next. At least one field must have information provided. If you want to skip this step tap Skip.
  • Page 50 TD MOBILE POS MERCHANT GUIDE Troubleshooting “M” Error Messages Action Required Message Too Long The message must be 140 characters or less. Customer message too long. Missing Credentials A valid password is expected and must be entered at the Mobile POS app logon screen.

  • Page 51: Troubleshooting Your Pinpad

    Troubleshooting Your PINPad With any equipment, sometimes there will be a problem. With the TD Mobile POS PINPad, error messages are displayed on screen. Below is a list of error messages that you could see and the actions required to resolve them.
  • Page 52 TD MOBILE POS MERCHANT GUIDE Troubleshooting “C” Error Codes Action Required Card Error Please remove the card and try inserting it again. Allow three consecutive attempts of the card insertion before asking for another payment method. Please Try Again The PINPad failed to read the chip on the inserted card.
  • Page 53 Action Required Host 1 Download Please try the Host 1 Download again. Not Completed If the problem persists, call the TD Merchant Services Help Desk at 1-877-375-7331. The PINPad attempted a Host 1 Download and it was not completed successfully.
  • Page 54 The customer’s card has expired. Invalid Password Please re-enter and try again. The password entered is incorrect. If the problem persists, call the TD Merchant Services Help Desk at 1-877-375-7331. Invalid Time Please enter a correct time. You have entered an invalid time in Service menu.
  • Page 55 Not Completed Please re-attempt the transaction or function. The attempted transaction or function If the problem persists, call the TD Merchant Services Help Desk at 1-877-375-7331. did not complete successfully. Not Completed Please request a different card or form of payment.
  • Page 56 Transaction Not Completed If the problem persists ask for another form of payment. The PINPad encountered an error If the problem continues after this, call the TD Merchant Services Help Desk at when trying to process a chip 1-877-375-7331. transaction.

  • Page 57: What Pinpad Hardware Problems Could I Experience

    Use a cleaning card to clean the card reader. If you need cleaning cards, please call the TD Merchant Services Help Desk. If the problem persists, call the TD Merchant Services Help Desk at 1-877-375-7331. Display screen is blank Press Power on the right-side of the PINPad.

  • Page 58: Summary

    TD MOBILE POS MERCHANT GUIDE Troubleshooting Summary After reading this section you now know: • Smartphone app error codes • PINPad error codes • Hardware problems and their solutions • How to use the TD Mobile POS solution in your day-to-day business...
  • Page 59 534844 V1.2 10/15 (EN)

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