ANZ Worldline Move 5000 Operating Manual
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Summary of Contents for ANZ Worldline Move 5000
- Page 1 Worldline Move 5000 Merchant Operating Guide...
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Page 2: Table Of Contents
8.5 Card Reader 8.6 How to Load Printer Paper 8.7 Battery 8.8 How the battery can be charged 8.8.1 Using the Base 8.8.2 Using the Micro USB Charger 8.8.3 Using the Terminal Power Supply (the Terminal is Off the Base) 8.8.4 Power Jack Directly to the Terminal 8.9 SIM Card 8.10 Safety Processing A Sale 9.1 Processing Sale 9.2 Processing A Sale With Cash Out 9.3 Processing a Cash Out Transaction Surcharge 10.1 Performing A Sale With Surcharge- Fixed Amount 10.2 Performing A Sale With Surcharge - As A Percentage Merchant Operating Guide Worldline Move 5000... - Page 3 19.1 Transaction Log Info 19.2 Print Last Ticket 19.3 Daily Totals Change Merchant Password Communication Options 21.1 Switching To An Alternative Communication Option Configuring Communication Type 22.1 Set Up The Terminal For Internet Via Ethernet Communication 22.2 Set Up The Terminal For Internet Via Wi-Fi Communication 22.3 Set Up The Terminal For Internet Via SIM Communication Auto-Communications Fallback Terminal Configuration Terminal Initialisation Software Update Common Terminal Error Messages Merchant Operating Guide Worldline Move 5000...
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Page 4: Welcome
Please visit https://anzworldline.com.au/en/ Online Stationery Ordering: home/merchant-support.html to complete and anzworldline.com.au/merchant-support submit the respective form or contact ANZ Worldline Payment Solutions on 1800 039 025 if there are any changes to your: 1.3 AUTHORISATION • Legal entity name Your terminal is designed to automatically seek authorisation from the cardholder’s card issuer • Business name while processing an electronic transaction. • Address(es) where you carry on business Authorisation confirms that the card number is a valid card number and that there are sufficient • Business type or activities including changes funds in the account. Despite a transaction being in the nature, scope, type or mode of ‘authorised’, the merchant bears the risk that the operation of your business customer is not the true cardholder. • Mailing address • Ownership Merchant Operating Guide Worldline Move 5000... -
Page 5: Cards You Can Accept
To accept charge cards, you must have an make the purchase by tapping the terminal’s agreement with the charge card issuer (e.g. contactless reader. For contactless transactions Diners Club, American Express and JCB). under a certain purchase value, PIN or signature may not be required to verify a transaction. 3. Passwords To restrict access to certain PINpad functions • Back-Up Mode and processing of transactions, a default Each terminal you have will have a password and merchant password has been set on the terminal. it is your responsibility to keep your password Access to the below functions cannot proceed secure and share with authorised staff only. until a valid password is entered when prompted by the Worldline Move 5000 terminal. Please Unauthorised access to this password can result note passwords only apply to Worldline Move in unauthorised refund, MOTO or Back-Up Mode 5000 standalone terminals. transactions via your Merchant Facility resulting in financial loss to your business. • Refund To protect against fraud and prevent any • Mail order/telephone order (MOTO), unauthorised use: if enabled Merchant Operating Guide Worldline Move 5000... -
Page 6: Equipment Maintenance
Do not disconnect your terminal’s power Solutions on 1800 039 025 for assistance. It is supply or communication line unless important to clean your terminal regularly to instructed to do so by ANZ Worldline Payment maintain its operating efficiency as you may be Solutions. charged if it is damaged. The terminal and 5. Stationery You have been supplied with an initial stock of – provided electronically at anzworldline.com. stationery including: au/pos-move-qrg. • 4 x Paper rolls (for terminals only) To re-order stationery, please visit anzworldline.com.au connect or contact ANZ • 1 x Door sticker (cards accepted) Worldline Payment Solutions on 1800 039 025. Please only use the stationery approved by ANZ • 1 x Fraud Minimisation, Data Security and Worldline Payment Solutions. Chargeback Guide • General Conditions – provided electronically at anzworldline.com.au/general-conditions • 1 x Chargeback Reference Guide • 1 x Terminal Quick Reference Guide (QRG) Merchant Operating Guide Worldline Move 5000... -
Page 7: Fraud Minimisation
• Ask to split transactions into smaller amounts 6.2 FRAUD MINIMISATION FOR CREDIT • Ask for transactions to be manually entered CARDS • Sign the voucher or transaction voucher The following checks are vital in helping you slowly or unnaturally. identify and minimise fraudulent credit card transactions via your ANZ Worldline Payment If you are suspicious of a transaction, it is recommended you: Solutions Merchant Facility. • Ask for photographic identification (e.g. Before commencing any transaction driver’s licence or passport) and ensure the • C onfirm you are authorised to accept that details match the cardholder’s name. particular card Remember: • Check whether the card appears damaged or • Don’t risk it: If you remain suspicious about altered. Merchant Operating Guide Worldline Move 5000... -
Page 8: Fraud Minimisation For Debit Cards
Card Validation Code (CVC2) • If the requisite two business days have The card validation security feature is activated passed, destroy the card in all Worldline Move 5000 terminals when processing mail order and telephone order • Should the cardholder enquire about their transactions. missing card, instruct them to contact their issuing institution. Card Validation Code Turn the cardholder’s credit card over and locate the last three digits of the number printed on the signature panel. If the transaction is initiated via mail, telephone or internet, instruct the cardholder to locate and quote the three digits on the signature panel. Note: American Express cards have a four-digit code located on the front of the card. Diners Club cards have a three-digit code on the reverse of the signature panel. If the card validation code has been bypassed (press <OK> or <ENTER> rather than entering Merchant Operating Guide Worldline Move 5000... -
Page 9: Handling Cardholder Information Securely And Pci Dss
Maintaining a PCI DSS compliance program 7.2 SECURING TRANSACTION RECORDS could help your business identify potential vulnerabilities and may reduce the financial In general, no cardholder data should be stored penalties and remediation costs from a data unless it is strictly for use within the business breach. and absolutely necessary. Validating PCI DSS Compliance However, if you have authority from ANZ Worldline Payment Solutions to process MOTO or To validate compliance with PCI DSS, your eCommerce you may be required to store business must complete the following validation cardholder data and transaction records. Please tasks: ensure all paper and electronic records 1) Annual PCI DSS Assessment containing cardholder data are secured (e.g. locked filing cabinet), these may include: MOTO The self-assessment questionnaire (SAQ) is a order forms, or pre-authorisation transactions. free assessment tool used to assess compliance Merchant Operating Guide Worldline Move 5000... -
Page 10: Chargebacks
• Transaction exceeds floor limit • Under no circumstances should sensitive • Card details not imprinted on the sales information be stored; this information voucher includes security codes (for e.g. CVV2, CVC2), PIN or magnetic stripe data. • Incorrect transaction amount The following sources provide guidance on card • Expired card data storage: • Transactions performed on a lost or • Refer to the General Conditions condition stolen card 38 for ‘Information collection, storage and • Illegible details on the sales voucher disclosure’ • Failing to respond to a retrieval request • For more information, visit the PCI Security Standards Council website at • Merchandise not received by purchaser or https://www.pcisecuritystandards.org/. wrong goods sent. Merchant Operating Guide Worldline Move 5000... -
Page 11: Worldline Move 5000 Terminal
Return and Correction or chargeback, please contact transaction may be charged back to you. Please refer ANZ Worldline Payment Solutions on 1800 039 025 to the General Conditions or your Merchant (24 hours a day, 7 days a week). Agreement for further information on chargebacks. 8. Worldline Move 5000 Terminal This Merchant Operating Guide provides important information you need to know about processing debit and credit transactions using your Worldline Move 5000 terminal. This terminal is designed to accept payments using contactless, magnetic stripe and chip cards as well as smartphones and wearables. Please take time to read it thoroughly and ensure that your staff read it too. 8.1 WORLDLINE MOVE 5000 TERMINAL MENU STRUCTURE Below is the Worldline Move 5000 menu structure to assist you with navigating through the terminal MAIN MENU 1. TRANSACTION 2. BALANCE 3. QUERIES 4. SETTINGS 5. SET UP TRANSACTION BALANCE MENU QUERIES MENU SETTINGS MENU SET UP MENU MENU 2. END USER SHIFT... -
Page 12: Worldline Move 5000 Basic Functions
WORLDLINE MOVE 5000 TERMINAL 8.3 WORLDLINE MOVE 5000 BASIC FUNCTIONS • POWER ON: Hold <OK> button for 3 seconds. Some models have <ENTER> instead of <OK> • POWER OFF: Remove terminal from powered base or direct power and hold down the <FUNC> and <CLEAR> buttons together for 3 seconds. Note: If the terminal is placed back on a powered base, the terminal will turn on. • If the terminal is in sleep mode (the screen is dark), press <OK> or <ENTER> to wake up (home screen). Merchant Operating Guide Worldline Move 5000... -
Page 13: Terminal Keypad
8.5 CARD READER Magnetic Stripe Card Reader When does the battery need to be charged? A card can be read via the magnetic stripe card • On initial start-up, it is important to charge reader located on the right-hand side of the the battery until it is fully charged terminal. • Before commencing a shift, make sure the A card can be read by swiping from the top to the battery is completely charged to ensure the bottom of the terminal with the magnetic stripe maximum number of transactions can be facing down towards the terminal. Use a regular completed movement to ensure a reliable card reading. • When used daily, the terminal recharges its Chip Card Reader battery each time it is placed on its base and is connected to the main power outlet on Insert the chip card horizontally into the bottom the wall. of the terminal with the metal chip facing upwards. Leave the chip card in this position throughout the transaction. Merchant Operating Guide Worldline Move 5000... -
Page 14: How The Battery Can Be Charged
8.9 SIM CARD Your terminal should be turned off when in any A SIM card is provided with your Worldline Move area with a potentially explosive atmosphere. It is 5000 terminal. If your SIM card cannot be read or rare, but in some cases, your terminal could has not been inserted the terminal will display No generate sparks which may cause a fire risk or SIM. other hazard. Examples of areas with a potentially explosive 8.10 SAFETY atmosphere include fuelling areas such as petrol stations, below decks on boats, fuel or chemical You should note the following important transfer or storage facilities and areas where the warnings and always exercise caution in air contains chemicals or particles such as grain, operating, storing and transporting your dust or metal powders. Worldline Move 5000 terminal. In-Car Safety Please ensure that you do not transport or store flammable gas, liquid or explosives in the same Using your Worldline Move 5000 terminal while compartment as your terminal. in a vehicle may interfere with the vehicle’s electronic systems and, in some cases, may cause malfunctions in those electronic systems, e.g. ABS anti-lock systems, fuel injection systems. Merchant Operating Guide Worldline Move 5000... -
Page 15: Processing A Sale
9.1 PROCESSING SALE To perform card security checks, please refer to Section 6, Fraud Minimisation for further information. Key in the purchase amount and press <OK> or <ENTER> (in some models the green key is OK and in other its ENTER) Note: If tipping is enabled, the terminal will prompt to enter tip amount Allow the customer to key in tip amount in AUD and press <OK> or <ENTER> .If customer does not want to tip, they can bypass by pressing <OK> or <ENTER> Note: If surcharges apply, they will show here Verify the sale + tip amount is correct (without the surcharges) and accept by pressing <OK> or <ENTER> Have the customer tap, insert, or swipe their card on ‘PRESENT CARD’ screen − For Swipe or Insert card processing allow the customer to select account type If prompted, have the customer enter their PIN The terminal will display a Transaction OK or Transaction DECLINED message. If the transaction has been declined, notify the customer, advise them to contact their card issuer and provide an alternative form of payment Transaction is approved and merchant receipt is printed Press <1> to print the customer copy or <2> to return to the home screen. 9.2 PROCESSING A SALE WITH CASH OUT Cash Out is not supported on contactless To perform card security checks, please refer to Section 6 Fraud Minimisation for further information. Press <MENU> Select Transactions Select Purchase w Cash Out Key in the total amount (purchase + Cash Out) and press <OK> or <ENTER> Merchant Operating Guide Worldline Move 5000... -
Page 16: Processing A Cash Out Transaction
Key in Cash Out amount and press <OK> or <ENTER> Verify the amount is correct and accept by pressing <OK> or <ENTER> Note: The total ‘sale plus cash’ amount is displayed on the PRESENT CARD screen. If surcharges apply, they will show as well Have the customer insert or swipe their card. Chip cards are to be inserted and left in the chip card reader. Magnetic stripe cards are to be swiped through the magnetic stripe card reader Note: Cash Out is not supported on contactless card processing Have the customer select the account by pressing the number keys to select CHQ or SAV Have the customer enter their PIN then press <OK> or <ENTER> The terminal will display a Transaction OK or Transaction DECLINED message. If the transaction has been declined, please notify the customer, advise them to contact their card issuer and provide an alternative form of payment Transaction is approved and merchant receipt is printed Press <1> to print the customer copy or <2> to return to the home screen. 9.3 PROCESSING A CASH OUT TRANSACTION Cash Out is not supported on contactless. To perform card security checks, please refer to Section 6 Fraud Minimisation for further information. Press <MENU> Select Transactions Select Cash Out Key in the amount and press <OK> or <ENTER> Have the customer insert or swipe their card. Chip cards are to be inserted and left in the chip card reader. Magnetic stripe cards are to be swiped through the magnetic stripe card reader Note: Cash Out is not supported on contactless card processing Merchant Operating Guide Worldline Move 5000... -
Page 17: Surcharge
Compliance with the RBA Standard is your These costs must be verifiable via contracts, responsibility as a merchant. statements or invoices. Costs internal to your business cannot be included in a surcharge. A full copy of the RBA Standard (Standard No 3 of 2016) is available on the RBA website. How often do merchants have to review their surcharge? How much to surcharge? Merchants in Australia are required to regularly Calculating the amount to surcharge is the review their surcharge amounts (a least once a responsibility of the merchant. Under the year) to ensure that they are in compliance with surcharging regulations, the amount you can RBA regulations and are not over-recovering surcharge customers (e.g. at the time of their costs. payment), must be limited to the reasonable cost to accept that card type transactions during a 12 Merchant Operating Guide Worldline Move 5000... - Page 18 If the Merchant surcharges for Transactions, it must: What type of transactions can you add a surcharge to a terminal? • Clearly disclose the surcharge to the Cardholder before the Transaction is processed and allow You can add a surcharge to the following types the Cardholder to cancel the Transaction without of transactions: incurring any cost; • Sales / purchase • Ensure any surcharge does not exceed the • Purchase with Cash Out (on the purchase Merchant’s reasonable cost of acceptance as amount only) that concept is defined by the Reserve Bank of Australia and by applicable Laws; • Purchase with tipping (on the purchase amount only). Merchant Operating Guide Worldline Move 5000...
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Page 19: Performing A Sale With Surcharge- Fixed Amount
It can take up to 24 hours before updates are reflected on your terminal. 10.1 PERFORMING A SALE WITH SURCHARGE- FIXED AMOUNT Note: A merchant must have a visible sign with the different surcharges being applied to credit/debit card acceptance so the customer is aware of any surcharge amounts that apply if they choose to pay with their credit/ debit card. Key in the purchase amount and press <OK> or <ENTER> Note: If tipping is enabled, the terminal will prompt to enter tip amount Allow the customer to key in tip amount in AUD and press <OK> or <ENTER>. If customer does not want to tip, they can bypass by pressing <OK> or <ENTER> Note: If surcharges apply, they will show here Verify the sale + tip amount is correct (without the surcharges) and accept by pressing <OK> or <ENTER> Have the customer tap, insert, or swipe their card on ‘PRESENT CARD’ screen The terminal will display the total purchase amount plus the fixed surcharge amount (e.g. Total AUD 10.25 – surcharge of AUD0.25 has been applied) (i.e. if surcharge is at $0.10 for EFTPOS, $0.30 for Mastercard and $0.25 for Visa, and the customer used a Visa credit card, the purchase amount was $10, then the total amount will be $10.25 – surcharge of $0.25 has been applied). The terminal will display a Transaction OK or Transaction DECLINED message. If the transaction has been declined, notify the customer, advise them to contact their card issuer and provide an alternative form of payment Transaction is approved and merchant receipt is printed Press <1> to print the customer copy or <2> to return to the home screen. Merchant Operating Guide Worldline Move 5000... -
Page 20: Performing A Sale With Surcharge - As A Percentage
10.2 PERFORMING A SALE WITH SURCHARGE - AS A PERCENTAGE Note: A merchant must have a visible sign with the different surcharges being applied to credit/debit card acceptance so the customer is aware of any surcharge amounts that apply if they choose to pay with their credit/ debit card. Key in the purchase amount and press <OK> or <ENTER> Note: If tipping is enabled, the terminal will prompt to enter tip amount Allow the customer to key in tip amount in AUD and press <OK> or <ENTER>. If customer does not want to tip, they can bypass by pressing <OK> or <ENTER> Note: If surcharges apply, they will show here Verify the sale + tip amount is correct (without the surcharges) and accept by pressing <OK> or <ENTER> Have the customer tap, insert, or swipe their card on ‘PRESENT CARD’ screen The terminal will display the total purchase amount plus the surcharge amount for the card used by the customer (i.e. if surcharge is at 0.5% for EFTPOS, 1% for Mastercard and 1.5% for Visa, and the customer used an Mastercard credit card, and purchase amount was $100, then the total amount will be $101 – surcharge of $1.00 has been applied). The terminal will display a Transaction OK or Transaction DECLINED message. If the transaction has been declined, notify the customer, advise them to contact their card issuer and provide an alternative form of payment Transaction is approved and merchant receipt is printed Press <1> to print the customer copy or <2> to return to the home screen. Merchant Operating Guide Worldline Move 5000... -
Page 21: Refunds
Note: Refund is only available if this transaction type under any of the following types of has been enabled on the terminal, otherwise the circumstances: option will not appear on the display. If Refund is not enabled on the terminal, please contact ANZ • The original account is no longer available or Worldline Payment Solutions on 1800 039 025 for valid (for example, the original card has been assistance. replaced due to expiration or being reported Types of refund transactions on terminals lost or stolen) There are two types of refunds that can • The authorisation request for the refund processed on the terminal: transaction was declined by the issuer. • A refund transaction, for any purchase that When a refund cannot be processed to the was performed previously original card or to an alternate card, and • A reversal transaction, this is when you want provided that you have adequate supporting to refund the last transaction only. documentation proving that the original purchase Merchant Operating Guide Worldline Move 5000... -
Page 22: Processing A Refund Transaction
11.1 PROCESSING A REFUND TRANSACTION To perform card security checks, please refer to Section 6 Fraud Minimisation for further information. Press <MENU> Select Transactions Select Refund PINpad prompts to enter the Merchant password. Enter the Password and press <OK> or <ENTER> Key in the refund amount and press <OK> or <ENTER> Enter original receipt / transaction date as (YYYYMMDD), then press <OK> or <ENTER> Have the customer insert, swipe or tap their card. Chip cards are to be inserted and left in the chip card reader. Magnetic stripe cards are to be swiped through the magnetic stripe card reader. When a card is swiped or inserted, the PINpad prompts the customer to select Account Type Terminal prompt refund amount Merchant either accepts <OK> or <ENTER> or declines <STOP> The terminal will display a Transaction OK OR Transaction DECLINED message. If the transaction has been declined, please notify the customer, advise them to contact their card issuer and hand the customer their copy of the Transaction Record. Transaction is approved and merchant receipt is printed Terminal prints a customer copy with a line for merchant signature. Merchant Operating Guide Worldline Move 5000... -
Page 23: Processing A Refund For A Sale With Surcharge
Calculate the correct amount of refund to be applied taking into consideration Tipping and Surcharge paid at the transaction. If the full transaction amount is to be refunded, then ensure that the (transaction amount + Tipping + Surcharge) has been factored fully into the refund. If the merchant is only partially refunding (i.e. few items were refunded but not the whole transaction), then the merchant has to ensure to prorate the correct rate of surcharge back into the refund amount. Press <MENU> Select Transactions Select Refund PINpad prompts to enter the Merchant password. Enter the Password and press <OK> or <ENTER> Key in the refund amount and press <OK> or <ENTER> Enter original receipt / transaction date as (YYYYMMDD), then press <OK> or <ENTER> Have the customer insert, swipe or tap their card. Chip cards are to be inserted and left in the chip card reader. Magnetic stripe cards are to be swiped through the magnetic stripe card reader. When a card is swiped or inserted, the PINpad prompts the customer to select Account Type Terminal prompt refund amount Merchant either accepts <OK> or <ENTER> or declines <STOP>. The terminal will display a Transaction OK OR Transaction DECLINED message. If the transaction has been declined, please notify the customer, advise them to contact their card issuer and hand the customer their copy of the Transaction Record. Transaction is approved and merchant receipt is printed Terminal prints a customer copy with a line for merchant signature. Merchant Operating Guide Worldline Move 5000... -
Page 24: Processing A Reversal Transaction
11.3 PROCESSING A REVERSAL TRANSACTION A reversal allows you to refund the last transaction completed, however this may not apply if the transaction has been cleared. To perform card security checks, please refer to Section 6 Fraud Minimisation for further information. Press <MENU> Select Transactions Select Reversal Enter the Password and press <OK> or <ENTER> The terminal prompt amount is based on last transaction including any additional tip and surcharges if they were applied as part of the previous transaction Verify and press <OK> or <ENTER> to confirm, <STOP> to return to the home screen The terminal will display a Transaction OK or Transaction DECLINED message. If the transaction has been declined, please notify the customer, advise them to contact their card issuer and hand the customer their copy of the Transaction Record. Transaction is approved and merchant receipt is printed Press <1> to print the customer copy or <2> to return to the home screen. Merchant Operating Guide Worldline Move 5000... -
Page 25: Tipping
12. Tipping Tip with PIN transaction allows a specified tip amount to be included as part of the original credit or debit purchase transaction. This functionality allows the cardholder to retain possession of their card at all times and the total value must be verified and authorised by the cardholder at the time of payment. The PIN is inputted directly in to the terminal. For international cards and a small minority of cards, a signature can be accepted as a form of verification. Tip is only available if it has been enabled on the terminal otherwise the option will not appear on the display. Note: The Tip transactions are only available and approved for merchants in specific industries. 12.1 PROCESSING A SALE WITH TIP TRANSACTIONS To perform card security checks, please refer to Section 6 Fraud Minimisation for further information. Key in the purchase amount and press <OK> or <ENTER> Allow the customer to key in Tip amount in AUD and press <OK> or <ENTER> The terminal will display the total amount and inform customer that “Surcharge might apply” Have the customer present their card The terminal will show the total amount including surcharge The terminal will display a Transaction OK or Transaction DECLINED message. If the transaction has been declined, please notify the customer, advise them to contact their card issuer and provide an alternative form of payment. Transaction is approved and merchant receipt is printed Press <1> to print the customer copy or <2> to return to the home screen. Merchant Operating Guide Worldline Move 5000... -
Page 26: Multi-Network Card Routing (Mncr)
Providing the option of DCC to your customers 7:30 a.m. (CET/CEST*) may present them with benefits including: • During Saturday and Sunday there is no • Offering transparency to customers because updated rate available, hence the rate from the price and exchange rate are displayed on Friday morning 07:30 a.m. (CET/CEST) is valid the terminal at the point of sale until Monday morning 7:30 a.m. (CET/CEST) • Customers don’t need to worry about • DCC exchange rates can be printed out from calculating the difference between the DCC the standalone terminals once DCC is rate and non-DCC rate for their transactions. enabled.. You can find them in the main menu How Does DCC Work? under “Queries”. DCC identifies a card’s currency and offers the * CET = Central European Time, CEST = Central cardholder the option of paying for the goods or European Summer Time. services in their card billing currency at the time of purchase. The exchange rate and price in the cardholder’s currency is displayed on the terminal. Merchant Operating Guide Worldline Move 5000... -
Page 27: Processing A Dcc Purchase Transaction
DCC transaction? currency the transaction is being converted to, in If a transaction was made using DCC Service this case Euro. without the Cardholder’s express consent or where you did not fully comply with this The cardholder should now be asked to select condition, you will be liable for the dispute the either to pay in AUD or home currency, and submitted by the Cardholders (and the refund to accept the exchange rate which includes 3.5% the Cardholder if the dispute is upheld). exchange rate mark up. Select the home 14.1 PROCESSING A DCC PURCHASE TRANSACTION Key in the purchase amount and press <OK> or <ENTER> Have the customer insert, swipe or tap their card. Chip cards are to be inserted and left in the chip card reader. Magnetic stripe cards are to be swiped through the magnetic stripe card reader. When a card is swiped or inserted, the PINpad prompts the customer to select Account Type Have the customer select between Home Currency or AUD, When “Please choose currency” appears, have the cardholder to choose between accepting DCC, which will consist of Ex. Rate including mark-up, or to pay in Australian Dollars Merchant Operating Guide Worldline Move 5000... -
Page 28: Processing A Dcc Reversal Transaction
The terminal will display a Transaction OK or Transaction DECLINED message. If the transaction has been declined, please notify the customer, advise them to contact their card issuer and hand the customer their copy of the Transaction Record Transaction is approved and merchant receipt is printed Press <1> to print the customer copy or <2> to return to the home screen. 14.2 PROCESSING A DCC REVERSAL TRANSACTION Press <MENU> Select Transactions Select Reversal PINpad prompts to enter the Merchant password. Enter the Password and press <OK> or <ENTER> The terminal prompt amount is based on last transaction including any additional tip and surcharges if they were applied as part of the previous transaction If DCC was selected in the previous transaction, the terminal will display the reversal amount in the DCC currency (Cardholder Home Currency). Verify and press <OK> or <ENTER> to confirm, <STOP> to return to the home screen The terminal will display a Transaction OK or Transaction DECLINED message. If the transaction has been declined, please notify the customer, advise them to contact their card issuer and hand the customer their copy of the Transaction Record. Transaction is approved and merchant receipt is printed Press <1> to print the customer copy or <2> to return to the home screen. Merchant Operating Guide Worldline Move 5000... -
Page 29: Processing A Dcc Refund Transaction
14.3 PROCESSING A DCC REFUND TRANSACTION Press <MENU> Select Transactions Select Refund PINpad prompts to enter the Merchant password. Enter the Password and press <OK> or <ENTER> Key in the refund amount and press <OK> or <ENTER> Enter original receipt / transaction as (YYYYMMDD), then press <OK> or <ENTER> * Have the customer insert, swipe or tap their card. Chip cards are to be inserted and left in the chip card reader. Magnetic stripe cards are to be swiped through the magnetic stripe card reader. When a card is swiped or inserted, the PINpad prompts the customer to select between Home Currency or AUD. Select the currency of the original transaction. ** Terminal prompt refund amount Merchant either accepts <OK> or <ENTER> or declines <STOP> The terminal will display a Transaction OK OR Transaction DECLINED message. If the transaction has been declined, please notify the customer, advise them to contact their card issuer and hand the customer their copy of the Transaction Record. Transaction is approved and merchant receipt is printed Terminal prints a customer copy with a line for merchant signature. *The original transaction date must be used to ensure the same exchange rate (including Mark-up) is applied to the refund to avoid exchange rate differences. The original transaction dates are to be seen in relation to the exchange rate update schedule above, i.e., if the original transaction was processed before 7:30 CET/CEST use the day preceding the original transaction date, if not, use the original transaction date. **Refund on a DCC transaction must always be processed in the currency of the original transaction. Merchant Operating Guide Worldline Move 5000... -
Page 30: Applying Dcc - Prohibited For Moto
Transaction OK 11.23 ANZ Worldline Mark-up incl.: 3.5% --------------------------------------- I have been offered a choice of currencies and accept the final amount in transaction currency Currency conversion provided by Worldline Transaction OK ANZ Worldline --------------------------------------- Merchant Operating Guide Worldline Move 5000... -
Page 31: Back-Up Mode
• Unless the Electronic Terminal is unable to connect to ANZ Worldline Payment Solutions’ • T ransactions performed in Back-Up Mode platform or the platform is unavailable for are only temporarily saved and only saved another reason. on the Electronic Terminal itself; • For executing Transactions with • W hen the Merchant activates Back-Up malfunctioning Nominated Cards or Mode on a malfunctioning Electronic malfunctioning Electronic Terminals; or Terminal, the Transactions may be permanently lost; and • When ANZ Worldline Payment Solutions has announced in advance that its payment • I f the Merchant returns an Electronic system would be interrupted (e.g., for planned Terminal after Back-Up Mode was recently maintenance). activated, the Transactions saved on that Electronic Terminal may be permanently lost. Merchant Operating Guide Worldline Move 5000... -
Page 32: Processing A Back-Up Mode Transaction
Note: If tipping is enabled, the terminal will prompt to enter tip amount Allow the customer to key in tip amount in AUD and press <OK> or <ENTER> .If customer does not want to tip, they can bypass by pressing <OK> or <ENTER> Verify the sale + tip amount is correct and accept by pressing <OK> or <ENTER> Have the customer tap, insert, or swipe their card on ‘PRESENT CARD’ screen − For Swipe or Insert card processing allow the customer to select account type If prompted, have the customer enter their PIN The terminal will display a Transaction OK Press <1> to print the customer copy or <2> to return to the home screen. 16. Mail Order Telephone Order (MOTO) records of each mail or telephone order Only for merchants specifically authorised by ANZ Worldline Payment Solutions. • Cardholder’s name (as it appears on the card) To process Mail and Telephone Order the • Cardholder’s address (not a PO Box) terminal will request that you identify the ‘source’ • Cardholder’s signature (if mail order) and the ‘nature’ of the transaction. • Type of card (Mastercard®, Visa® and Note: You are liable for any disputed transactions. The cardholder may dispute transactions for any reason. UnionPay) To minimise disputes, you should keep the following Merchant Operating Guide Worldline Move 5000... -
Page 33: Processing A Mail Order Transaction (Scheme Cards Only)
• Contact telephone number or such other period required by Law or notified by ANZ Worldline Payment Solutions. • Details of the goods or services required 16.1 PROCESSING A MAIL ORDER TRANSACTION (SCHEME CARDS ONLY) Perform card security checks, please refer to section 6 Fraud Minimisation for further information on the card security checks. Press the <MENU> Select TRANSACTIONS Select Mail Order Key in the amount and press <OK> or <ENTER> Key in the card number and press <OK> or <ENTER> Key in the expiry date and press <OK> or <ENTER> Key in the CCV and press <OK> or <ENTER> The terminal will display a Transaction OK or Transaction -DECLINED message. If the transaction has been declined, notify the customer, advise them to contact their card issuer and provide an alternative form of payment Transaction is approved and merchant receipt is printed Press <1> to print the customer copy or <2> to return to the home screen. Merchant Operating Guide Worldline Move 5000... -
Page 34: Processing A Telephone Order Transaction (Scheme Cards Only)
16.2 PROCESSING A TELEPHONE ORDER TRANSACTION (SCHEME CARDS ONLY) Press the <MENU> Select TRANSACTIONS Select other transact, option (0) Select Phone Order Key in the amount and press <OK> or <ENTER> Key in the card number and press <OK> or <ENTER> Key in the expiry date and press <OK> or <ENTER> Key in the CCV and press <OK> or <ENTER> The terminal will display a Transaction OK or Transaction DECLINED message. If the transaction has been declined, notify the customer, advise them to contact their card issuer and provide an alternative form of payment Transaction is approved and merchant receipt is printed Press <1> to print the customer copy or <2> to return to the home screen. 17. Shift Mode and Shift Totals For businesses operating shifts, the Shift report can provide information on the transactions performed during each shift. The Shift report is separate to the Settlement Period report. When you close off a shift, the shift total report will automatically print. You can print a running total of your current shift at any time without closing the shift transactions. Note: Please note this is only available when your terminal is operating in standalone mode meaning it is not integrated to a Point of Sale (POS). Merchant Operating Guide Worldline Move 5000... -
Page 35: Start Shift
17.1 START SHIFT Press <MENU> Select Balances Select Begin Shift The terminal will display Activation is Running, then Activation Complete Press <CLEAR> twice to return to home screen. 17.2 END SHIFT This feature will end a shift, print a shift totals report and then deactivate shift mode Press <MENU> Select Balances Select End User Shift The terminal will display Deactivation is running and then Deactivation is finished” The terminal will print end of shift balance Press <CLEAR> twice to return to home screen. Merchant Operating Guide Worldline Move 5000... -
Page 36: Print Shift Counter Report
17.3 PRINT SHIFT COUNTER REPORT The Print Shift Counter report feature allows you to print a Shift Totals report without ending the shift Press <MENU> Select QUERIES Select SHIFT COUNTER The terminal will print the Shift Counter report Printing this report does not end the shift nor does it perform any type of settlement, it only provides you with information about transaction performed so far during the shift. Merchant Operating Guide Worldline Move 5000... -
Page 37: Settlement
18. Settlement ANZ Worldline Payment Solutions offers same day settlement, every day. For ANZ business account holders, funds are available on the same day for transactions settled before 9.30pm (Melbourne Time). For non-ANZ business account holders, ANZ Worldline Payment Solutions transfers the funds to the merchant’s bank on the following business day and the availability of the funds will be determined by the merchant’s bank. Settlement times (including settlement times for same-day settlement into an ANZ bank account) will be the same or slightly later in the day than your current settlement time. There will be additional requirements for your terminal to settle. For settlement to occur, you must ensure that your terminal(s) is switched on and that communications are active from your settlement time. 18.1 DAILY CLOSING BALANCE/FINAL BALANCE/DAILY SETTLEMENT This is the final balance of the day or end of day balance and Initiates the transmission of all transactions to the host system as well the daily closing and printing totals. Once your day of trading is complete, perform a daily closing balance To perform a daily closing, follow the steps below: Press <MENU> Select Balances Select Daily Closings Terminal prompts “Data Transmission PMS is running” Terminal prints the final balance. To receive same day settlement (where applicable) you must ensure that your terminal(s) is switched on and that communications are active from your current settlement time. Merchant Operating Guide Worldline Move 5000... -
Page 38: Print Reports
19. Print Reports 19.1 TRANSACTION LOG INFO Transaction Log Info prints out all of the transactions still in the terminal log and have not been transmitted or submitted. Press <MENU> Select Queries Select TRX log Info Terminal prints a detailed 1 shift of settlement records, including declined and approved transactions Note: if no transactions have been performed yet during the shift, the terminal will print “Transaction log is empty”. 19.2 PRINT LAST TICKET This functionality provides a copy of the last receipt /report that was printed. i.e. if the last functionality performed on a terminal was purchase, using this functionality will allow you to print a copy of that purchase receipt. If the last functionality performed on the terminal was to print a report e.g. daily totals, then using this functionality will allow to print a copy of that report. Press <MENU> Select Queries Select Print Last Ticket Terminal prints a copy of the last receipt or report Merchant Operating Guide Worldline Move 5000... -
Page 39: Daily Totals
19.3 DAILY TOTALS The Daily Totals report lists the Sales, Cash Out, Refund and Totals of the settlement (excluding AMEX, JCB & Diners) for the current settlement period. Press <MENU> Select Queries Select Daily Counter Terminal prints daily Counter report. The report shows total and breaks it down by brand, and by transaction type Note: if no transactions have been performed yet during the shift, the terminal will print “No transaction 20. Change Merchant Password If you need to change your password, contact Merchant Support on 1800 039 025. 21. Communication Options In addition to 4G connectivity, the following communication options are available on the Worldline Move 5000 terminal • Internet via WIFI: Wi-Fi hotspot and password is required to connect the terminal • Internet via ethernet: A router with an internet connection and an ethernet cable is required to connect the terminal Merchant Operating Guide Worldline Move 5000... -
Page 40: Switching To An Alternative Communication Option
21.1 SWITCHING TO AN ALTERNATIVE COMMUNICATION OPTION Press <MENU> Select Setting Select Setup Network Scroll to the preferred communication option and follow appropriate method detail from below options. 22. Configuring Communication Type 22.1 SET UP THE TERMINAL FOR INTERNET VIA ETHERNET COMMUNICATION The merchant must have internet available in store and have an ethernet cable. Plug the ethernet cable into ‘ETH’ port behind the base Press <MENU> Select Settings Select Setup Network Select Comms Types Select Ethernet. Merchant Operating Guide Worldline Move 5000... -
Page 41: Set Up The Terminal For Internet Via Wi-Fi Communication
22.2 SET UP THE TERMINAL FOR INTERNET VIA WI-FI COMMUNICATION Press <MENU> Select Settings Select Setup Network Select Comm types Select WLAN Select manage network Select New access point Select Scan for Aps Select the required network Use the onscreen keypad to enter the password for the selected Wi-Fi network When the password is entered correctly. The Wi-Fi symbol in the status header of the terminal will turn green. Merchant Operating Guide Worldline Move 5000... -
Page 42: Set Up The Terminal For Internet Via Sim Communication
22.3 SET UP THE TERMINAL FOR INTERNET VIA SIM COMMUNICATION Press <MENU> Select Settings Select Setup Network Select Comm Types Select Mobile Net Select SIM Card selection Select the required network – always go with Optus first During a comms fallback, you can contact Merchant support to get a one-time password to select Telstra When the SIM is set up correctly, the 4G symbol in the status header of the terminal will turn green. Merchant Operating Guide Worldline Move 5000... -
Page 43: Auto-Communications Fallback
23. Auto-Communications Fallback Auto-Communications (Auto-Comms) Fallback is a feature that allows your terminal to connect to an alternative communication method if the primary communication method fails. The order of priority in which the terminal will attempt to connect is as follows: Wi-Fi, and 3G/4G Press <MENU> Select Settings Select Setup Network Select all applicable network connections to allow the terminal to fallback to alternative available communication in case one failed A check needs to appear next to selected methods Once set, press <CLEAR> The terminal will begin scanning through each connected comms mode in the following order: Wi-Fi, 3G/4G. The terminal will then display a message on the screen advising if the connection to each comms mode is successful or failed. Note: If the terminal fails to connect to any of the above communications modes and you wish to have them enabled with Auto-Comms Fallback, please check and ensure the cables are connected securely and re-try. The terminal is now enabled for auto comms fallback and will use the communication methods that were successfully set up Merchant Operating Guide Worldline Move 5000... -
Page 44: Terminal Configuration
24. Terminal Configuration If a merchant needs to perform configuration on their Terminal based on advice from ANZ Worldline Payment Solutions, they can do so by following these steps: Press <MENU> Select Set up Enter Merchant Password Select Configuration. 25. Terminal Initialisation If a merchant needs to perform initialisation on their Terminal based on advice from ANZ Worldline Payment Solutions, they can do so by following these steps: Press <MENU> Select Set up Enter Merchant Password Select Initialise Select All. Merchant Operating Guide Worldline Move 5000... -
Page 45: Software Update
26. Software Update If a merchant needs to perform a software update on their Terminal based on advice from ANZ Worldline Payment Solutions, they can do so by following these steps: Press <MENU> Select Set up Enter Merchant Password Select SW update. 27. Common Terminal Error Messages Please contact ANZ Worldline Payment Solutions (24 hours a day, 7 days a week) on 1800 039 025 if you are unable to resolve an issue or encounter a decline. Merchant Operating Guide Worldline Move 5000... - Page 46 ANZ Worldline Payment Solutions means Worldline Australia Pty Ltd ACN 645 073 034 (“Worldline”), a provider of merchant solutions. Worldline is not an authorised deposit taking institution (ADI) and entry into any agreement with Worldline is neither a deposit nor liability of Australia and New Zealand Banking Group Limited ACN 005 357 522 (“ANZ”) or any of its related bodies corporate (together “ANZ Group”). Neither ANZ nor any other member of the ANZ Group stands behind or guarantees Worldline.
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