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ANZ multiPOS Turbo Operating Instructions Manual

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Merchant Operating Guide
multiPOS Turbo
™
and mulitPOS
Mobile Terminals
™
Australia's Merchant Specialist
Merchant Trading Name: ___________________________
Merchant Identifi cation Number: ____________________
Terminal Identifi cation Number: _____________________

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Summary of Contents for ANZ multiPOS Turbo

  • Page 1 Merchant Operating Guide multiPOS Turbo ™ and mulitPOS Mobile Terminals ™ Australia’s Merchant Specialist Merchant Trading Name: ___________________________ Merchant Identifi cation Number: ____________________ Terminal Identifi cation Number: _____________________...

  • Page 3: Table Of Contents

    Contents 1. Welcome 1.1 Merchant Agreement 1.2 Important Contact Details 1.3 Authorisation 1.4 Floor Limits 1.5 Change of Business Details 2. Cards You Can Accept 3. Merchant Cards 4. Equipment Maintenance 5. Stationary 6. Fraud Minimisation 7. Errors and Disputes 7.1 Typical Causes of Returns and Corrections 7.2 Chargebacks 8. multiPOS Turbo 8.1 Terminal Features 8.2 Terminal Keypad 8.3 Card Reader 8.4 How to Load Printer Paper 9. multiPOS Mobile...
  • Page 4 10. Modes of Operation 10.1 Start Screen 10.2 Security Mode 10.3 Training Mode 11. Processing a Sale 11.1 How to Process a Cheque or Savings Purchase Transaction 11.2 How to Process a Credit Purchase Transaction using a Magnetic Stripe Card 11.3 How to Process a Credit Purchase Transaction using a Chip Card 12. Processing a Cash Out Only Transaction 13. Processing a Refund Transaction 14. Electronic Fallback Processing (EFB)

  • Page 5: Welcome

    1. Welcome We are excited to welcome you as an ANZ Merchant and look forward to a long association with you. This Operating Guide provides you with information on cards you can accept, ways to reduce fraud and what to do if errors or disputes are incurred. Clear and easy-to-follow...

  • Page 6: Authorisation

    • Authorisation of the Transaction does not mean that the true cardholder has authorised the Transaction • Authorisation does not protect the merchant from Chargebacks • The bank, ANZ cannot guarantee that a Transaction has been conducted by the true cardholder. Authorisation Declined Where an Authorisation is declined, please seek an alternative method of payment.
  • Page 7 Debit Card Floor Limits (not including Visa and MasterCard Transactions) • Service stations, taxis/limousines, liquor and convenience stores • Supermarkets $200 • All Other $100 Charge Card Floor Limits Diners Club: ________________________ American Express: ______________________ NOTE: A Zero Floor Limit applies to all Handkey Mail/Telephone Order and eCommerce Transactions. You must phone the Authorisation Centre for Transactions over your Authorised Floor Limit using the above phone numbers (refer to section 1.2) to verify if the account has sufficient funds available to cover the Transaction.

  • Page 8: Change Of Business Details

    Your ANZ Merchant Agreement describes various situations in which you must notify us of a change to your circumstances. Please contact ANZ Merchant Services on 1800 039 025 if there are any changes to your: • Business name and/or address •...

  • Page 9: Cards You Can Accept

    2. Cards You Can Accept Credit Cards Cardholders can use credit cards (MasterCard and Visa) to access their credit card ® accounts. Cardholders can also access cheque and savings accounts where those accounts are linked to the credit card. Cardholders can access these accounts through a multiPOS terminal using their PIN (Personal Identification Number) or signature.

  • Page 10: Merchant Cards

    Do not use abrasive materials. Use a soft brush to keep the keypad dust-free. NOTE: Please do not tamper with or remove the terminal housing. Do not disconnect your terminal’s power supply or communication line unless instructed to do so by ANZ Merchant Services.

  • Page 11: Stationary

    • 25 x Cheque/Savings Summary Envelopes • 25 x Cheque/Savings Sales Vouchers • 25 x Cheque/Savings Refund Vouchers • 25 x EftPOS Summary Vouchers • Magnetic Stripe Card Reader Cleaner To re-order stationery, please visit www.anz.com/merchantconnect or contact ANZ Merchant Services on 1800 039 025.

  • Page 12: Fraud Minimisation

    6. Fraud Minimisation Before Commencing any Transaction: • Confirm that you are authorised to accept that particular card • Check whether the card appears damaged or altered. How to Safeguard Against Fraud: • Do not let anyone service or remove your terminal without viewing proper identification • Do not allow equipment to be used by unauthorised persons •...
  • Page 13 Split Ticket Transactions A Transaction may be deemed invalid and charged back to you if, in ANZ’s reasonable opinion, it relates to one or more purchases made in the same merchant establishment which have been split into two or more Transactions. Fraud Minimisation for Credit Cards The following checks are vital in helping you identify and minimise fraudulent credit card Transactions via your ANZ Merchant Facility.
  • Page 14 If you are unable to process a debit Transaction online due to a terminal, communications or system failure, you may choose to process the Transaction using the Manual Paper Voucher system. Please report any terminal, communications and system failures to ANZ Merchant Services immediately and obtain Authorisation to process the debit Transaction manually.
  • Page 15 Under no circumstances is a Debit Card Transaction to be processed as a Manual Transaction where the card’s magnetic stripe is damaged or is unable to be read by the Electronic Terminal. If this occurs please seek an alternative payment method from the cardholder.

  • Page 16: Errors And Disputes

    Please refer to the General Conditions of your Merchant Agreement for further information on Chargebacks. If you need assistance understanding a particular Return and Correction or Chargeback, please contact ANZ Merchant Services on 1800 039 025 (24 hours a day, 7 days a week).

  • Page 17: Multipos Turbo

    8. multiPOS Turbo This Operating Guide provides everything you need to know about processing debit and credit Transactions using your ANZ multiPOS Turbo terminal. This terminal is designed to accept payment using Magnetic Stripe and Chip Cards. Please take time to read it thoroughly and ensure that your staff read it too.

  • Page 18: Card Reader

    ENTER (Green) The ENTER key will turn the terminal on. It also confirms that all values and details (including signatures and PINs) are correct in the EFT portion of the purchase, cash- out (refer to section 12) and Refund Transactions (refer to section 13). It confirms that the Transaction can be sent to the Bank for verification and approval.

  • Page 19: How To Load Printer Paper

    8.4 How to Load Printer Paper • It is recommended that you switch off the terminal’s power supply before loading paper. Paper compartment cover • Lift the paper compartment cover. • Remove the empty paper roll. • Drop in the new paper roll with the cut end of the roll protruding from Metal blade to tear off paper underneath.

  • Page 20: Multipos Mobile

    9. multiPOS Mobile 9.1 Terminal Features The ANZ multiPOS Mobile terminal incorporates the keypad and thermal printer. It also includes a battery charger to plug into the rear of the terminal. Magnetic Stripe Card Reader Printer CHQ, SAV & CR (soft-function keys) CANCEL key CLEAR key ENTER key Paper FEED key FUNCtion key Chip Card Reader 9.2 Terminal Keypad...

  • Page 21: Card Reader

    FUNC (black) Use the FUNC key to access the terminal’s function menus and handkey processing. FEED (black) Use the FEED key to perform a paper feed from the printer. 9.3 Card Reader Magnetic Stripe Card Reader The card can be read via the Magnetic Stripe Card Reader located on the right hand side of the terminal.

  • Page 22: Charge And Communication Points

    The terminal has a “power down” default of 10 minutes to help conserve battery life. The “power down” feature allows the terminal to switch off automatically after 10 minutes of inactivity. Timing can be altered by contacting ANZ Merchant Services on 1800 039 025. Not Used Battery Charge Connection 9.6 SIM Card...

  • Page 23: Safety

    9.7 Safety Your multiPOS Mobile terminal uses GPRS (General Packet Radio Service) technology to provide high-speed data transmission. It is rare, but in some circumstances, GPRS technology may cause a risk of personal injury and/or damage to property. As a result, you should note the following important warnings and always exercise caution in operating, storing and transporting your multiPOS Mobile terminal.
  • Page 24 Potentially Explosive Atmospheres Your terminal should be turned off when in any area with a potentially explosive atmosphere. It is rare, but in some cases, your terminal could generate sparks which may cause a fire risk or other hazard. Examples of areas with a potentially explosive atmosphere include fuelling areas such as petrol stations, below decks on boats, fuel or chemical transfer or storage facilities and areas where the air contains chemicals or particles such as grain, dust or metal powders.

  • Page 25: Modes Of Operation

    10. Modes of Operation 10.1 Start Screen Your ANZ multiPOS terminal is ready to begin accepting Transactions. 10.2 Security Mode Security Mode is used to prevent unauthorised use of the terminal when it is left unattended. NOTE: Your multiPOS and EftPOS Merchant Card must be used to exit Security Mode. Please ensure that the card is available prior to entering Security Mode.

  • Page 26: Training Mode

    How to Exit Security Mode Press Enter. Select XTRA by pressing the CHQ key. Press 1. Swipe your multiPOS and EftPOS Merchant Card. The start screen will be displayed to begin Transactions. 10.3 Training Mode Training mode is an ideal tool for familiarising yourself and your staff with basic multiPOS functions.
  • Page 27 The merchant name and address for all Transaction Records is replaced with: ANZ BANK ***TRAINING ONLY*** NOT A VALID TRANSACTION The message lines at the bottom of the receipt will not be printed and the Terminal ID will always be 12345678901.

  • Page 28: Processing A Sale

    11. Processing a Sale 11.1 How to Process a Cheque or Savings Purchase Transaction (Applies to both Magnetic Stripe and Chip Cards) Perform card security checks then swipe or insert 01/01/2005 12:08 the cardholder’s card. (Magnetic Stripe cards are to be swiped through the Magnetic Stripe Card Reader SWIPE OR whereas Chip Cards are to be inserted and left in INSERT the Chip Card Reader.) CARD...

  • Page 29: How To Process A Credit Purchase Transaction Using A Magnetic Stripe Card

    11.2 How to Process a Credit Purchase Transaction using a Magnetic Stripe Card 01/01/2005 12:08 Perform card security checks then swipe the SWIPE OR cardholder’s card. INSERT CARD PURCHASE AMOUNT Key in the purchase amount then press ENTER. $600.00 Press ENTER. (Cash-out is not available from credit CASH OUT AMOUNT $0.00? card accounts). Verify the amount is correct and accept by pressing TOTAL AMOUNT ENTER.

  • Page 30: How To Process A Credit Purchase Transaction Using A Chip Card

    If the signatures match, press ENTER. SIGNATURE If they do not, press the CANCEL or CLEAR key to VERIFIED? abort the Transaction. If the Transaction is approved, this screen is displayed and a customer copy is printed. Please check for approval of the Transaction before APPROVED completing the sale.
  • Page 31 SELECT ACCOUNT Select CR for credit account. The selected account is displayed. CREDIT ACCOUNT $600.00 KEY OK Press ENTER. ************ PROCESSING The terminal prints a signature record. PLEASE WAIT Have the customer sign this and compare it to the SIGNATURE signature on the reverse of the customer’s card.
  • Page 32 Additional Screens Associated with a Chip Card Transaction Alternative screens that you may also see during a chip Transaction are as follows: $600.00 KEY PIN Have the cardholder enter their PIN if known then press ENTER or if the card allows just press ENTER. ************ This screen is displayed if the card needs to be ***REMOVE CARD*** removed from the terminal.

  • Page 33: Processing A Cash Out Only Transaction

    ANZ Merchant Services. 01/01/2005 12:08 SWIPE OR Perform card security checks then press ENTER. INSERT CARD Scroll through to ANZ EftPOS screen by pressing ANZ EftPOS ENTER and then select CASH by pressing the SAV CASH RFND soft-function key.
  • Page 34 PROCESSING PLEASE WAIT If the Transaction is approved, this screen is displayed and a customer copy is printed. Please APPROVED check for approval of the Transaction before completing the sale. If rejected, the terminal displays an error message outlining the reason. Notify the customer, advise them to contact their Card Issuer and seek an alternative form of payment.

  • Page 35: Processing A Refund Transaction

    How to Process a Cheque or Savings Refund Transaction 01/01/2005 12:08 Perform card security checks then press ENTER. SWIPE OR INSERT CARD Scroll through to ANZ EftPOS screen by pressing ANZ EftPOS ENTER and then select RFND by pressing the CR CASH RFND soft-function key. Swipe your multiPOS and EftPOS Merchant Card...
  • Page 36 How to Process a Credit Refund Transaction (including Chip Card Refunds) 01/01/2005 12:08 SWIPE OR Perform card security checks then press ENTER. INSERT CARD Scroll through to ANZ EftPOS screen by pressing ANZ EftPOS ENTER and then select RFND by pressing the CR CASH RFND soft-function key. Swipe your multiPOS and EftPOS Merchant Card SWIPE (refer to section 3 for more information).
  • Page 37 Swipe or insert the cardholder’s card. (Magnetic Stripe cards are to be swiped through the Magnetic SWIPE OR INSERT CARD Stripe Card Reader whereas Chip Cards are to be inserted and left in the Chip Card Reader.) SELECT ACCOUNT Select CR for credit account. The selected account is displayed.
  • Page 38 Additional Screens you may see for Chip Card Processing Displayed if card needs to be removed. ***REMOVE CARD*** The terminal needs to process the Transaction as a Chip Transaction. Please insert the Chip Card into INSERT CARD the Chip Card Reader at the bottom of the terminal. Displays when there are no applications on the chip supported by the terminal.

  • Page 39: Electronic Fallback Processing (Efb)

    14. Electronic Fallback (EFB) Processing Electronic Fallback Processing (EFB) allows you to process Transactions using your terminal when: • A communications time-out occurs • The number the terminal dials is busy or • The Card Issuer is not available. The Transactions are stored in the terminal and are trickle-fed for processing once the terminal communications lines are restored.
  • Page 40 PURCHASE AMOUNT Key in the purchase amount then press ENTER. $600.00? Key in the cash amount using the numeric keys if cash-out is required. If not, just press ENTER. CASH OUT AMOUNT $0.00? (Cash-out is not available from credit card accounts).
  • Page 41 Please check for approval of the Transaction CUSTOMER COPY? before completing the sale. Press ENTER to print ENTER OR CLEAR a customer copy or CLEAR to return to the start screen. If the Transaction is cancelled, the terminal will also print out a second Transaction Record. It is the same as a normal customer receipt where no signature is required except that “TRANSACTION CANCELLED TL”...
  • Page 42 Depending on why the terminal has entered EFB PROCESSING mode, this screen or the following screen will be PLEASE WAIT displayed. The terminal is testing its connection to the host. If it is still offline, the following screen will be SENDING REVERSAL displayed.
  • Page 43 Additional Screens Associated with a Chip Card Transaction Displayed if card needs to be removed. ***REMOVE CARD*** The terminal needs to process the Transaction as a Chip Transaction. Please insert the Chip Card into INSERT CARD the Chip Card Reader at the bottom of the terminal. Displays when there are no applications on the Chip supported by the terminal.
  • Page 44 NOTE: If the terminal is rendered inoperable and needs to be swapped out, you will be unable to clear Transactions using the method described below. You MUST call ANZ Merchant Services on 1800 039 025 for advice on how to retrieve and redeem your stored EFB Transactions.

  • Page 45: Manual Transaction Processing

    15.1 Paper Voucher Processing If you are unable to process Transactions electronically due to terminal failure, please report the failure to ANZ Merchant Services immediately and obtain Authorisation to process Transactions manually. NOTE: Use the correct Paper Voucher for the type of card being used and account being accessed.
  • Page 46 Example of a Sales Voucher Example of a Credit Voucher...
  • Page 47 Merchant Summary) • No more than 50 Vouchers can be banked with any one Merchant Summary Voucher • Imprint your ANZ Merchant Summary Card on a Merchant Summary Voucher • Complete the Voucher. Place into your Merchant Summary envelope: • Bank copies of all Sales and Credit Vouchers •...
  • Page 48 Envelopes Which Have a Credit Value When the value of credits are greater than sales, enter an ‘x’ in the box on front of Merchant Summary envelope. When you bank the Vouchers, hand the teller cash or cheque(s) to the value of the net credit amount. Ensure Merchant Summary Indicate with ‘X’...
  • Page 49 Transaction over your Floor Limit from the appropriate Authorisation Centre eg. cheque and savings account purchase Transactions over Floor Limit must be authorised by ANZ Merchant Services (please refer to section 1.2). Record the Authorisation Number on the Voucher. Compare the signature on the Voucher with that on the card. If the signatures match, complete the Transaction.
  • Page 50 Transaction and Refund Vouchers. NOTE: Do not include cheques, cash or other card scheme Vouchers eg. American Express, Diners Club or JCB as ANZ cannot process these card types. • Complete your normal bank deposit slip. Record the total amount of your EftPOS...

  • Page 51: Handkey (Manual Entry) Processing

    15.2 Handkey (Manual Entry) Processing If the terminal cannot read a card when it is swiped, ANZ recommends that you use a Paper Voucher to process the Transaction, otherwise you can choose to manually key credit card details using the Pinpad (provided you have approval from ANZ).
  • Page 52 Key in the customer’s credit card number then CARD NUMBER: press ENTER. Key in the expiry date on the credit card then EXPIRY DATE <MMYY>: press ENTER. SELECT TYPE Select CUST by pressing the CHQ soft-function key. CUST MOTO ECOM The following screens will be displayed.

  • Page 53: Mail, Telephone And Ecommerce Order Processing

    16. Mail, Telephone and eCommerce Order Processing For merchants authorised by ANZ to process Mail Order, Telephone Order, Electronic and Recurring payments, the terminal will request that you identify the ‘source’ and the ‘nature’ of the Transaction. NOTE: You are liable for any disputed Transactions. The cardholder may dispute Transactions for any reason.
  • Page 54 Verify the amount is correct and accept by TOTAL AMOUNT? pressing ENTER. $600.00 Instead of swiping or inserting the card at the SWIPE OR SWIPE OR INSERT CARD prompt, press the FUNC key INSERT CARD to manually key the card details. Key in the customer’s credit card number then CARD NUMBER: press ENTER.

  • Page 55: How To Process A Telephone Order Transaction

    16.2 How to Process a Telephone Order Transaction (Credit Cards only) 01/01/2005 12:08 From this screen, keep pressing ENTER until the SWIPE OR ANZ EftPOS screen is displayed. INSERT CARD ANZ EftPOS Select PUR by pressing the CHQ soft-function key. CASH RFND Key in the purchase amount then press ENTER.
  • Page 56 Select the ‘nature’ of the Transaction: SELECT MOTO TYPE SNGL INST RCUR SNGL – Single payment, press the CHQ soft-function key INST – Instalment payment, press the SAV soft-function key** RCUR – Recurring payment, press the CR soft-function key*** Credit account will automatically be selected. CREDIT ACCOUNT Key in the Card Validation Code then press ENTER.

  • Page 57: How To Process A Ecommerce Order Transaction

    Transactions are card Transactions that are initiated by the cardholder via the Internet. 01/01/2005 12:08 From this screen, keep pressing ENTER until the SWIPE OR ANZ EftPOS screen is displayed. INSERT CARD ANZ EftPOS Select PUR by pressing the CHQ soft-function key.
  • Page 58 Credit account will automatically be selected. CREDIT ACCOUNT Key in the Card Validation Code then press ENTER. VERIFICATION NO? PROCESSING PLEASE WAIT Please check for approval of the Transaction before completing the sale. If rejected, the terminal will display an error message outlining the reason APPROVED (please refer to section 18).

  • Page 59: Optional Features

    NOTE: Due to Credit Card Scheme requirements, the Tip amount must be equal to or less than 15% (20% for restaurants) of the purchase Transaction amount. To increase your Tip limit, please contact ANZ Merchant Services on 1800 039 025. You must first complete and approve a Credit Purchase Transaction to process a Tip Transaction.
  • Page 60 The terminal will not allow any further Credit Purchase Transactions until all Tips are cleared. EXTR TIPS REQD ANZ recommends prompt processing of Tips to ENTER OR CLEAR minimise the risk of losing Tips in the event of a terminal malfunction. Debit Card Transactions are...
  • Page 61 • Trickle feed them through for immediate processing on the back of other purchase Transactions • Force process them. ANZ strongly recommends that you force process your Tips as often as possible. Tip Transactions can only be forced through when the terminal is online and should be initiated before: •...
  • Page 62 NOTE: If the terminal is rendered inoperable and needs to be swapped out, you will be unable to clear Transactions using the method described below. You MUST call ANZ Merchant Services on 1800 039 025 for advice you on how to retrieve and redeem your stored Tip Transactions.
  • Page 63 Tipping Reports NOTE: If a tilde (~) is displayed on the screen, please clear your Tips before printing your reports. How to Print a Tip Totals Report The Tip Totals report lists all Tip Transactions and Tip totals for each server made since the last Settlement. 01/01/2005 12:08 From this screen, keep pressing ENTER until SWIPE OR TIPPING is displayed.
  • Page 64 How to Print a Server Tip Report The Server Tip report lists all the Tip Transactions and a Tip totals for the selected server made since the last Settlement. 01/01/2005 12:08 From the start-up screen, keep pressing ENTER until SWIPE OR TIPPING is displayed. INSERT CARD Select SERV to produce a Server Tip report by TIPPING SERV...

  • Page 65: Pre-Authorisation

    17.2 Pre-Authorisation Under the Visa International Credit Card Scheme Rules, a merchant who operates a Hotel, Car Rental, Cruise Line or Mail/Telephone Order business can process a Pre-Authorisation Transaction. Access to Pre-Authorisation menu screens (PRE AUTH) will be available to approved merchants within these specific industry groups. Pre-Authorisation authorises a Transaction that will be completed at a later time.
  • Page 66 How to process a Pre-Authorisation Transaction 01/01/2005 12:08 Perform card security checks and keep pressing SWIPE OR INSERT ENTER until the PRE-AUTH screen is displayed. CARD PREAUTH Select AUTH by pressing the CHQ soft-function key. AUTH COMP CNCL Key in the amount to be authorised then press AUTH AMOUNT? ENTER.
  • Page 67 Press ENTER to print a customer copy or CLEAR to CUSTOMER COPY return to the start screen. ENTER OR CLEAR The terminal has the capacity to store approximately 1,000 Pre-Authorisation Transactions. For any Pre-Authorisation Transactions attempted thereafter, the terminal will display a “TRANSACTION CANCELLED TT SYSTEM ERROR” message. To process further Pre-Authorisation Transactions, you will need to clear some of the stored Pre-Authorisations by performing Completion Transactions.
  • Page 68 Transaction. The Voucher should be retained for a period of 30 months or other period as required by Law or stated by ANZ. The completion should be within 15% of the Pre-Authorisation Transaction. If the completion varies by greater than 15%, the terminal will display an ‘AMOUNT NOT...
  • Page 69 01/01/2005 12:08 Perform card security checks then keep pressing SWIPE OR ENTER until the ‘PRE-AUTH’ screen is displayed. INSERT CARD PREAUTH Select COMP by pressing the SAV soft-function key. AUTH COMP CNCL AUTH AMOUNT? Key in the purchase amount then press ENTER. $600.00 Swipe or insert the customer’s card or press FUNC to handkey card details.
  • Page 70 If a customer does not proceed with a sale after Authorisation has been obtained, you should cancel the Pre-Authorisation as soon as possible. You can cancel a Pre-Authorisation on ANZ Australian-issued cards which have been previously authorised through a multiPOS Turbo or multiPOS Mobile terminal. Where more than one Pre-Authorisation has been performed, one or all Transactions may be cancelled.
  • Page 71 Swipe or insert the cardholder’s card, or press FUNC to handkey card details. (Magnetic Stripe SWIPE OR cards are to be processed through the Magnetic INSERT CARD Stripe Card Reader whereas Chip Cards are to be inserted and left in the Chip Card Reader.) The following two screen instructions only apply to Handkey Transactions.
  • Page 72 Cancellation of all Pre-Authorisation Transactions (on ANZ Australian-issued cards) 01/01/2005 12:08 Perform card security checks then keep pressing SWIPE OR ENTER until the ‘PRE-AUTH’ screen is displayed. INSERT CARD PREAUTH Select CNCL by pressing the CR soft-function key. AUTH COMP CNCL CANCEL Select ALL by pressing the SAV soft-function key.

  • Page 73: Customer Preferred Currency

    17.3 Customer Preferred Currency Customer Preferred Currency (CPC) has been activated on ANZ multiPOS Turbo and multiPOS Mobile terminals for eligible merchants who deal with overseas credit cardholders within selected merchant categories. ANZ will advise merchants if CPC has been activated on their terminal(s).
  • Page 74 Requirements before Commencing a Transaction • Inform the cardholder that CPC is optional. NOTE: The cardholder may wish to complete the Transaction in Australian Dollars without conversion. • Do not impose any additional requirements or charges on the cardholder to process the Transaction in the card’s local currency. Card Not Present •...
  • Page 75 Have the cardholder enter their PIN if known then $600.00 press ENTER or if the card allows just press ENTER. KEY PIN To accept CPC, the Cardholder should press ENTER EXCH 0.6406 (YES). To decline CPC, the Cardholder should press 384.36 CLEAR (NO) and the Transaction will continue in ACCEPT RATE?
  • Page 76 Additional Screens Associated with a Chip Card Transaction Displayed if card needs to be removed. ***REMOVE CARD*** The terminal needs to process the Transaction as a Chip Transaction. Please insert the Chip Card into INSERT CARD the Chip Card Reader at the bottom of the terminal. Displays when there are no applications on the Chip supported by the terminal.

  • Page 77: Terminal Error Messages

    Most messages are self-explanatory. Some may require assistance from ANZ Merchant Services. When contacting ANZ Merchant Services, please ensure you have your Merchant Identification or Terminal Identification number available. If an error message appears on the terminal but is not listed below, please call ANZ Merchant Services for assistance. Magnetic Stripe Card Processing The account selected is not available.
  • Page 78 The terminal does not allow any further Credit Purchase Transactions until all Tips are cleared. ANZ recommends prompt processing of Tips to minimise the risk of losing Tips in the event of a terminal malfunction. Debit Transactions are still available (please refer to 17.1 for more information).
  • Page 79 A tilde sign (~) is displayed when the terminal 15/06/2007 12:08 has stored Tip Transactions. If the terminal also has stored Electronic Fallback (EFB), a star (*) is displayed in addition to the tilde sign. Chip Card Processing Displayed if the card is removed before the TRAN CANCELLED Transaction is completed.

  • Page 80: Settlement

    Transactions overnight and the funds will be available the next banking day (non-ANZ bank accounts will be updated within 2-3 working days). American Express, Diners Club and JCB will credit your bank account separately with the total of their Transactions a few days later.

  • Page 81: Print Totals

    Transactions made since the last shift closure by Transaction type. It does not include American Express, Diners Club or JCB totals. Refer to Transaction Reports section for diagram examples of Totals reports. How to Print a Totals Report Keep pressing ENTER until the ANZ EftPOS screen is SWIPE OR displayed. INSERT...
  • Page 82 Shift Total report will automatically print. You may also print the running total of your current shift without closing the Shift Transactions. How to Start and Close a Shift From the start-up screen, keep pressing ENTER until SWIPE OR the ANZ EftPOS screen is displayed. INSERT CARD ANZ EftPOS Select TOTL by pressing the CHQ soft-function key.
  • Page 83 PROCESSING PLEASE WAIT A new shift will begin. APPROVED How to Print Previous and Current Shift Totals From the start-up screen, keep pressing ENTER until SWIPE OR the ANZ EftPOS screen is displayed. INSERT CARD ANZ EftPOS Select TOTL by pressing the CHQ soft-function key. TOTL DETL...
  • Page 84 PROCESSING PLEASE WAIT APPROVED TOTALS Select SHFT by pressing the CHQ soft-function key. SHFT LAST Press CLEAR to print the current Shift Total and CLOSE SHIFT continue accumulating Transactions within the ENTER CLEAR current shift. DIALLING PROCESSING PLEASE WAIT APPROVED...

  • Page 85: Reprint The Last Record

    This function is provided for the operator to reprint when the terminal runs out of paper or a paper jam occurs. To Reprint the Last Customer Transaction Record 01/01/2005 12:08 From the start-up screen, keep pressing ENTER until SWIPE OR the ANZ EftPOS screen is displayed. INSERT CARD Scroll through the menu screens to the following ANZ EftPOS CASH RFND screen by pressing ENTER.

  • Page 86: Transaction Detail Report

    Transaction amount for each Transaction for the Settlement date displayed. 01/01/2005 12:08 From the start-up screen, keep pressing ENTER until SWIPE OR the ANZ EftPOS screen is displayed. INSERT CARD ANZ EftPOS Select DETL by pressing the SAV soft-function key.
  • Page 87 Transaction Records for Magnetic Stripe Cards Purchase Transaction Record – No Signature Required Merchant Copy Customer Copy XYZ Merchant XYZ Merchant 890 Park St 890 Park St MELBOURNE 3000 MELBOURNE 3000 EFTPOS EFTPOS TERMINAL ID 09993000101 TERMINAL ID 09993000101 REFERENCE NO 002089 REFERENCE NO 002089 CARD NUMBER CARD NUMBER 0958 0958 VISA VISA PURCHASE...
  • Page 88 Purchase Transaction Record – Signature Required Merchant Copy Customer Copy XYZ Merchant XYZ Merchant 890 Park St 890 Park St MELBOURNE 3000 MELBOURNE 3000 EFTPOS EFTPOS TERMINAL ID 09993000101 TERMINAL ID 09993000101 REFERENCE NO 002089 REFERENCE NO 002089 CARD NUMBER CARD NUMBER 0958 0958 VISA VISA PURCHASE $600.00...
  • Page 89 Purchase with Tip Transaction Records Merchant Copy Customer Copy XYZ Merchant XYZ Merchant 890 Park St 890 Park St MELBOURNE 3000 MELBOURNE 3000 EFTPOS EFTPOS TERMINAL ID 09993000101 TERMINAL ID 09993000101 REFERENCE NO 002176 REFERENCE NO 002176 RECALL NO 1234 RECALL NO 1234 CARD NUMBER CARD NUMBER 0958 1205...
  • Page 90 CPC Purchase Transaction Records Merchant Copy Customer Copy XYZ MERCHANT XYZ MERCHANT 890 PARk ST 890 PARk ST MELBOURNE 3000 MELBOURNE 3000 EFTPOS EFTPOS TERMINAL ID 09993000101 TERMINAL ID 09993000101 REFERENCE NO 0036 REFERENCE NO 0036 CARD NUMBER CARD NUMBER 9999 1105 9999 1105 MASTERCARD MASTERCARD...
  • Page 91 CPC Pre-Authorisation Records Merchant Copy Customer Copy XYZ MERCHANT XYZ MERCHANT 890 PARk ST 890 PARk ST MELBOURNE 3000 MELBOURNE 3000 EFTPOS EFTPOS AUTHORISATION AUTHORISATION TERMINAL ID 09993000101 TERMINAL ID 09993000101 REFERENCE NO 0036 REFERENCE NO 0036 CARD NUMBER CARD NUMBER 9999 5468 2712 3546 9999 1105 MASTERCARD...
  • Page 92 Transaction Records for Chip Cards Purchase Transaction Record – No Signature Required Merchant Copy Customer Copy XYZ Merchant XYZ Merchant 890 Park St 890 Park St Melbourne 3000 Melbourne 3000 EFTPOS EFTPOS TERMINAL ID 09993000101 TERMINAL ID 09993000101 REFERENCE NO 002176 REFERENCE NO 002176 CARD NUMBER CARD NUMBER 0010 0010 VISA VISA VISA CREDIT...
  • Page 93 Purchase Transaction Record - Signature Required Merchant Copy Customer Copy XYZ Merchant XYZ Merchant 890 Park St 890 Park St Melbourne 3000 Melbourne 3000 EFTPOS EFTPOS TERMINAL ID 09993000101 TERMINAL ID 09993000101 REFERENCE NO 002176 REFERENCE NO 002176 CARD NUMBER CARD NUMBER 0010 0010 VISA VISA VISA CREDIT VISA CREDIT...
  • Page 94 Purchase with Tip Transaction Records - Signature Required Merchant Copy Customer Copy XYZ Merchant XYZ Merchant 890 Park St 890 Park St Melbourne 3000 Melbourne 3000 EFTPOS EFTPOS TERMINAL ID 00013003911 TERMINAL ID 00013003911 REFERENCE NO 004657 REFERENCE NO 004657 RECALL NO 1913 RECALL NO 1913 CARD NUMBER CARD NUMBER 0012 0912...
  • Page 95 Chip Refund Transaction - No Signature Required Merchant Copy Customer Copy XYZ Merchant XYZ Merchant 890 Park St 890 Park St Melbourne 3000 Melbourne 3000 EFTPOS EFTPOS TERMINAL ID 00013009811 TERMINAL ID 00013009811 REFERENCE NO 004521 REFERENCE NO 004521 CARD NUMBER CARD NUMBER 0010 0010 VISA VISA VISA CREDIT VISA CREDIT...
  • Page 96 Chip Refund Transaction - Signature Required Merchant Copy Customer Copy XYZ Merchant XYZ Merchant 890 Park St 890 Park St Melbourne 3000 Melbourne 3000 EFTPOS EFTPOS TERMINAL ID 00013009811 TERMINAL ID 00013009811 REFERENCE NO 004521 REFERENCE NO 004521 CARD NUMBER CARD NUMBER 0010 0010 VISA VISA VISA CREDIT VISA CREDIT...
  • Page 97 Chip Purchase Transaction – Unable to Process Online Merchant Copy Customer Copy XYZ Merchant XYZ Merchant 890 Park St 890 Park St Melbourne 3000 Melbourne 3000 EFTPOS EFTPOS TERMINAL ID 09993000101 TERMINAL ID 09993000101 CARD NUMBER CARD NUMBER 0010 0010 VISA VISA VISA CREDIT VISA CREDIT ACC00000041010 ACC00000041010 APSN 000 ATC 0010...
  • Page 98 CPC Purchase Transaction – Exchange Rate Accepted and Signature Required Merchant Copy Customer Copy XYZ MERCHANT XYZ MERCHANT 890 PARk ST 890 PARk ST MELBOURNE 3000 MELBOURNE 3000 EFTPOS EFTPOS TERMINAL ID 00013009811 TERMINAL ID 00013009811 REFERENCE NO 004521 REFERENCE NO 004521 CARD NUMBER CARD NUMBER 0010 0010 MASTERCARD MASTERCARD MASTERCARD CREDIT MASTERCARD CREDIT...
  • Page 99 Pre-Authorisation Transaction – No Signature Required Merchant Copy Customer Copy XYZ MERCHANT XYZ MERCHANT 890 PARk ST 890 PARk ST MELBOURNE 3000 MELBOURNE 3000 EFTPOS EFTPOS TERMINAL ID 00013009811 TERMINAL ID 00013009811 REFERENCE NO 004521 REFERENCE NO 004521 CARD NUMBER CARD NUMBER 5413330039010012 0912 0012 0912 VISA VISA...
  • Page 100 Other Transaction Records Initialisation Cash-Out XYZ Merchant XYZ Merchant 890 Park St 890 Park St MELBOURNE 3000 MELBOURNE 3000 ANZ INITIALISATION EFTPOS TERMINAL ID 09993000101 TERMINAL ID 09993000101 REFERENCE NO 00225141 REFERENCE NO 002089 13/03/01 14:29 CARD NO 0958 APPROVED 123456 DEBIT CARD AC...
  • Page 102 Transaction Reports Summary Totals Report Transaction Detail Report XYZ Merchant XYZ Merchant 890 Park St 890 Park St MELBOURNE 3000 MELBOURNE 3000 ANZ EFTPOS ANZ EFTPOS DETAIL REPORT SUMMARY TOTAL AS AT 23/08/02 TERMINAL ID 09993000101 TERMINAL ID 09993000101 REFERENCE NO 002216 45640 561057 992 PUR V1 $194.50...
  • Page 103 Summary Totals Report Failed Summary Totals XYZ Merchant XYZ Merchant 890 Park St 890 Park St MELBOURNE 3000 MELBOURNE 3000 ANZ EFTPOS ANZ EFTPOS SUMMARY TOTAL SUMMARY TOTAL TERMINAL ID 09993000101 TERMINAL ID 09993000101 REFERENCE NO 002216 REFERENCE NO 002216 $194.50 0007 13/03/01 14:29 CASH $25.00...
  • Page 104 Settlement Settlement Previously Taken XYZ Merchant XYZ Merchant 890 Park St 890 Park St MELBOURNE 3000 MELBOURNE 3000 ANZ SETTLEMENT ANZ SETTLEMENT TERMINAL ID 09993000101 TERMINAL ID 09993000101 REFERENCE NO 002216 REFERENCE NO 002216 13/03/01 14:29 13/03/01 14:29 TRANSACTION CANCELLED APPROVED SETTLEMENT ALREADY TAkEN...
  • Page 105 Last Settlement Totals Last Settlement Totals Failure XYZ Merchant XYZ Merchant 890 Park St 890 Park St MELBOURNE 3000 MELBOURNE 3000 ANZ EFTPOS ANZ EFTPOS LAST SETTLEMENT TOTALS AS AT DD/MM/YY LAST SETTLEMENT TOTALS TERMINAL ID 09993000101 TERMINAL ID 09993000101 REFERENCE NO 002216 REFERENCE NO 002216 $600.00...
  • Page 106 Server Tip Report Tip Totals Report XYZ Merchant XYZ Merchant 890 Park St 890 Park St MELBOURNE 3000 MELBOURNE 3000 ANZ EFTPOS ANZ EFTPOS SERVER TIP REPORT TIP TOTALS REPORT AS AT 23/04/02 AS AT 23/04/02 TERMINAL ID 09993000101 TERMINAL ID 09993000101 SERVER ID...

  • Page 107: Filing And Retention Of Transaction Records And Vouchers

    30 months from the date of the Transaction or such other period required by Law or notified by ANZ. For easy retrieval of Vouchers and Transaction Records, it is recommended to file them in date order.
  • Page 108 Turbo and multiPOS Mobile ™ ™ Instructions appearing in this Merchant Operating Guide form part of your Merchant Agreement and may be varied or replaced by ANZ at any time. www.anz.com...

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