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ANZ TURBO Operating Manual

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Merchant Trading Name:
Merchant Identification Number:
Terminal Identification Number:
Merchant Operating Guide
ANZ POS TurbO™
ANd ANZ POS MObile™ TerMiNAlS
SiMPle ANd reliAble PAyMeNT SOluTiONS

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  • Page 1 Merchant Trading Name: Merchant Identification Number: Terminal Identification Number: Merchant Operating Guide ANZ POS TurbO™ ANd ANZ POS MObile™ TerMiNAlS SiMPle ANd reliAble PAyMeNT SOluTiONS...

  • Page 2: Table Of Contents

    5. Stationery 6. Fraud Minimisation 7. errors and disputes 7.1 Typical Causes of Returns and Corrections 7.2 Chargebacks 8. ANZ POS Turbo 8.1 Terminal Features 8.2 Terminal Keypad 8.3 Card Reader 8.4 How to Load Printer Paper 9. ANZ POS Mobile 9.1 Terminal Features...

  • Page 3: Welcome

    1. Welcome 15. Manual Transaction Processing 15.1 Paper Voucher Processing We are excited to welcome you as an ANZ Merchant and look forward to a long association 15.2 Handkey (Manual Entry) Processing with you. 16. Mail, Telephone and eCommerce Order Processing This Operating Guide provides you with information on cards you can accept, ways to 16.1 How to Process a Mail Order Transaction...

  • Page 4: Authorisation

    • Authorisation does not protect the merchant from Chargebacks charged back. • The bank, ANZ, cannot guarantee that a Transaction has been conducted by the true cardholder When you contact the Authorisation Centre, a Transaction will be ‘approved’ or ‘declined’.

  • Page 5: Change Of Business Details

    Credit Cards Please contact ANZ Merchant Services on 1800 039 025 if there are any changes to your: 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 •...

  • Page 6: Merchant Cards

    NOTe: Please do not tamper with or remove the terminal housing. Do not disconnect your terminal’s multiPOS and eFTPOS Merchant Card power supply or communication line unless instructed to do so by ANZ Merchant Services. • To Authorise a Refund Transaction, swipe through Magnetic Stripe Card Reader 5.

  • Page 7: Fraud Minimisation

    6. Fraud Minimisation 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 before Commencing any Transaction: which have been split into two or more Transactions.
  • Page 8 - If the requisite two business days have passed, destroy the card The Card Validation security feature is Should the cardholder enquire about their missing card, instruct them to contact their activated in all ANZ POS Terminals issuing institution. when processing Mail Order and Telephone Order Transactions.
  • Page 9 Notify ANZ Merchant Services (24 hours / 7 days a week) on 1800 039 025 immediately if: NOTe: The correct Paper Voucher should be used for the type of card being used and account being - Your EFTPOS terminal is missing accessed.

  • Page 10: Errors And Disputes

    If you need assistance understanding a particular Return and Correction or Chargeback, They are also used as function keys for special features such as security. please contact ANZ Merchant Services on 1800 039 025 (24 hours a day, 7 days a week). NuMber KeyS (black) Use the number keys to enter in the Transaction amounts, Authorisation Numbers and when the handkey function is required.

  • Page 11: How To Load Printer Paper

    eNTer (Green) 8.4 How to load Printer Paper The ENTER key will turn the terminal on. It also confirms that all values and details • It is recommended that you (including signatures and PINs) are correct in the EFT portion of the purchase, cash-out switch off the terminal’s (refer to section 12) and Refund Transactions (refer to section 13).

  • Page 12: Anz Pos Mobile

    9.1 Terminal Features Feed (black) The ANZ POS Mobile terminal incorporates the keypad and thermal printer. It also includes Use the FEED key to perform a paper feed from the printer. a battery charger to plug into the rear of the terminal.

  • Page 13: Charge And Communication Points

    9.5 Charge and Communication Connection Points 9.7 Safety The ANZ POS Mobile has two connection points on the back of Your Mobile terminal uses GPRS (General Packet Radio Service) technology to provide the terminal (below the printer cover). 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.

  • Page 14: Modes Of Operation

    10.1 Start Screen cause a fire risk or other hazard. Your ANZ terminal is ready to begin accepting Transactions. 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 01/01/2010 12:08 areas where the air contains chemicals or particles such as grain, dust or metal powders.

  • Page 15: Training Mode

    Records is replaced with: INSERT The start screen will be displayed to begin CARD ANZ BANK ***TRAINING ONLY*** 10.3 Training Mode NOT A VALID TRANSACTION Training mode is an ideal tool for familiarising yourself and your staff with basic functions.

  • Page 16: Processing A Sale

    11. Processing a Sale 11.2 How to Process a Credit Purchase Transaction using a Magnetic Stripe Card 01/01/2010 12:08 11.1 How to Process a Cheque or Savings Purchase Transaction (Applies to both SWIPE OR Magnetic Stripe and Chip Cards) Perform card security checks then swipe the INSERT cardholder’s card.

  • Page 17: How To Process A Credit Purchase Transaction Using A Chip Card

    If the signatures match, press ENTER. SIGNATURE SELECT ACCOUNT If they do not, press the CANCEL or CLEAR key to Select CR for credit account. VERIFIED? abort the Transaction. If the Transaction is approved, this screen is displayed and a customer copy is printed. Please check for CHEQUE ACCOUNT The selected account is displayed.

  • Page 18: Processing A Cash Out Only Transaction

    INSERT CARD during the Transaction. CARD Displays when there are no applications on the Chip Scroll through to ANZ EFTPOS screen by pressing Card supported by the terminal. If magnetic stripe CHIP CARD NOT SUPPORTED ANZ EFTPOS ENTER and then select CASH by pressing the SAV soft-...

  • Page 19: Processing A Refund Transaction

    Perform card security checks then press ENTER. INSERT return to the start screen. ENTER OR CLEAR 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.
  • Page 20 If the Transaction is approved, a customer Transaction Record will be printed. Please check for approval of APPROVED Scroll through to ANZ EFTPOS screen by pressing ANZ EFTPOS the Transaction before completing the Refund. Hand ENTER and then select RFND by pressing the CR...

  • Page 21: Electronic Fallback Processing (Efb)

    14. electronic Fallback (eFb) Processing Additional Screens you may see for Chip Card Processing Electronic Fallback Processing (EFB) allows you to process Transactions using your terminal Displayed if card needs to be removed. ***REMOVE CARD*** when: • A communications time-out occurs The terminal needs to process the Transaction as a •...
  • Page 22 Please check for approval of the Transaction before PURCHASE AMOUNT? CUSTOMER COPY? completing the sale. Press ENTER to print a customer Key in the purchase amount then press ENTER. $600.00 ENTER OR CLEAR copy or CLEAR to return to the start screen. If the Transaction is cancelled, the terminal will also print out a second Transaction Record.
  • Page 23 Additional Screens Associated with a Chip Card Transaction Depending on why the terminal has entered EFB PROCESSING mode, this screen or the following screen will be PLEASE WAIT displayed. Displayed if card needs to be removed. ***REMOVE CARD*** The terminal is testing its connection to the host. If it SENDING REVERSAL The terminal needs to process the Transaction as a is still offline, the following screen will be displayed.

  • Page 24: Manual Transaction Processing

    NOTe: If the terminal is rendered inoperable and needs to be swapped out, you will be unable to Fraud Minimisation section of this guide has not been deposited to ANZ, you must (if clear Transactions using the method described below. You MUST call ANZ Merchant Services on 1800 (section 6) obtained) cancel the Authorisation. Please 039 025 for advice on how to retrieve and redeem your stored EFB Transactions.
  • Page 25 • Merchants with an ANZ account, please deposit your Merchant Summary envelopes at any ANZ branch. For merchants without an ANZ account, the Merchant Summary envelope should be mailed to Not for Value Merchant Envelopes, Settlement & Control Team, Level 5B, 833 Collins St Docklands VIC 3008...
  • Page 26 Floor Limit from the appropriate envelope windows greater than sales Vouchers 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. MasterCard...

  • Page 27: Handkey (Manual Entry) Processing

    • Produce an adding machine tape showing the value of each Transaction and Refund If the terminal cannot read a card when it is swiped, ANZ recommends that you use a Voucher plus the total value of the Vouchers (or write up to 10 Voucher values directly...

  • Page 28: Mail, Telephone And Ecommerce Order Processing

    Key in the customer’s credit card number then CARD NUMBER: press ENTER. 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.

  • Page 29: How To Process A Telephone Order Transaction

    TOTAL AMOUNT? Verify the amount is correct and accept by $600.00 pressing ENTER. 01/01/2010 12:08 From this screen, keep pressing ENTER until the ANZ SWIPE OR Instead of swiping or inserting the card at the SWIPE EFTPOS screen is displayed. INSERT...

  • Page 30: How To Process A Ecommerce Order Transaction

    SNGL – Single payment, press the CHQ soft-function key 01/01/2010 12:08 INST – Instalment payment, press the SAV SWIPE OR soft-function key** From this screen, keep pressing ENTER until the ANZ INSERT EFTPOS screen is displayed. RCUR – Recurring payment, press the CR CARD soft-function key*** ANZ EFTPOS Select PUR by pressing the CHQ soft-function key.

  • Page 31: Optional Features

    (20% for restaurants) of the purchase Transaction amount. To increase your Tip limit, please contact them to contact their Card Issuer. ANZ Merchant Services on 1800 039 025. You must first complete and approve a Credit Purchase Transaction to process a Tip...
  • Page 32 • 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 33 NOTe: If the terminal is rendered inoperable and needs to be swapped out, you will be unable to 01/01/2010 12:08 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 34: Pre-Authorisation

    How to Print a Server Tip report 17.2 Pre-Authorisation The Server Tip report lists all the Tip Transactions and a Tip totals for the selected server Under the Visa International Credit Card Scheme Rules, a merchant who operates a Hotel, made since the last Settlement.
  • Page 35 How to process a Pre-Authorisation Transaction Press ENTER to print a customer copy or CLEAR to CUSTOMER COPY return to the start screen. ENTER OR CLEAR 01/01/2010 12:08 Perform card security checks and keep pressing SWIPE OR The terminal has the capacity to store approximately 1,000 Pre-Authorisation Transactions. ENTER until the PRE-AUTH screen is displayed.
  • Page 36 This is to protect you in the event that your customer disputes the Transaction. The Voucher should be retained for a period of 30 months or other period as required by Law or stated by ANZ. PROCESSING The terminal prints out the merchant copy of the The completion should be within 15% of the Pre-Authorisation Transaction.
  • Page 37 EXPIRY DATE <MMYY>: You can cancel a Pre-Authorisation on ANZ Australian-issued cards which have been previously authorised through an ANZ Turbo or ANZ Mobile terminal. Where more than one Pre-Authorisation has been performed, one or all Transactions may be cancelled. You Key in the expiry date then press ENTER.

  • Page 38: Customer Preferred Currency

    Cancellation of all Pre-Authorisation Transactions (on ANZ Australian-issued cards) 17.3 Customer Preferred Currency Customer Preferred Currency (CPC) has been activated on ANZ POS Turbo and ANZ Mobile terminals for eligible merchants who deal with overseas credit cardholders within selected 01/01/2010 12:08 merchant categories.
  • Page 39 requirements before Commencing a Transaction $600.00 Have the cardholder enter their PIN if known then • Inform the cardholder that CPC is optional KEY PIN press ENTER or if the card allows just press ENTER. NOTe: The cardholder may wish to complete the Transaction in Australian Dollars without conversion.

  • Page 40: Terminal Error Messages

    Identification or Terminal Identification number available. The terminal needs to process the Transaction as a If an error message appears on the terminal but is not listed below, please call ANZ INSERT CARD Chip Transaction. Please insert the Chip Card into the Merchant Services for assistance.
  • Page 41 FULL” 500 Tips (please refer to 17.1 for more information). The terminal does not allow any further Credit Purchase Transactions until all Tips are cleared. ANZ recommends prompt processing of Tips to minimise EXTR TIPS REQD the risk of losing Tips in the event of a terminal ENTER OR CLEAR malfunction.

  • Page 42: Settlement

    Transactions overnight and the funds SETTLEMENT 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 43 Shift Report useful to provide information on the Transactions From the start-up screen, keep pressing ENTER until INSERT the ANZ EftPOS screen is displayed. performed during each shift. CARD This operates independently from your Settlement period. When you close off your shift, the Shift Total report will automatically print.

  • Page 44: Reprint The Last Record

    APPROVED To reprint the last Customer Transaction record 01/01/2010 12:08 SWIPE OR From the start-up screen, keep pressing ENTER until INSERT the ANZ EFTPOS screen is displayed. TOTALS Select SHFT by pressing the CHQ soft-function key. CARD SHFT LAST Press CLEAR to print the current Shift Total and...

  • Page 45: Transaction Detail Report

    Transaction amount for each Transaction for the Settlement date displayed. 01/01/2010 12:08 From the start-up screen, keep pressing ENTER until SWIPE OR Merchant Copy Customer Copy the ANZ EFTPOS screen is displayed. INSERT CARD XYZ Merchant XYZ Merchant 890 ABC St...
  • Page 46 VISA VISA 7187 0511 7187 0511 7187 0511 7187 0511 $600.00 $600.00 $600.00 $600.00 -------------- -------------- ANZ SmartPay --------------------------------------------- TOTAL AUD -------------- TOTAL AUD -------------- SIGNATURE A000000001234 ANZ SmartPay APSN 000 C05642 ATC 0012 --------------------------------------------- ANZ SmartPay SIGNATURE APPROVED A123456...
  • Page 47 CPC Purchase Transaction records CPC Pre-Authorisation records Merchant Copy Customer Copy Merchant Copy Customer Copy XYZ MERChANT XYZ MERChANT XYZ MERChANT XYZ MERChANT 890 ABC ST 890 ABC ST 890 ABC ST 890 ABC ST MELBOURNE 3000 MELBOURNE 3000 MELBOURNE 3000 MELBOURNE 3000 EFTPOS EFTPOS...
  • Page 48 Transaction records for Chip Cards Purchase Transaction record - Signature required Purchase Transaction record – No Signature required Merchant Copy Customer Copy Merchant Copy Customer Copy XYZ Merchant XYZ Merchant XYZ Merchant XYZ Merchant 890 ABC St 890 ABC St 890 ABC St 890 ABC St Melbourne 3000...
  • Page 49 Purchase with Tip Transaction records - Signature required Chip refund Transaction - No Signature required Merchant Copy Customer Copy XYZ Merchant XYZ Merchant 890 ABC St 890 ABC St Merchant Copy Customer Copy Melbourne 3000 Melbourne 3000 XYZ Merchant XYZ Merchant EFTPOS EFTPOS 890 ABC St...
  • Page 50 7187 7187 MASTERCARD MASTERCARD ** REFUND ** AUD $600.00 ** REFUND ** AUD $600.00 MASTERCARD CREDIT MASTERCARD CREDIT ACC00000041010 ACC00000041010 ANZ SmartPay APSN 000 ATC 0010 APSN 000 ATC 0010 A000000001234 APSN 000 --------------------------------------------- EXCh. RATE 0.6406 EXCh. RATE 0.6406...
  • Page 51 Other Transaction records Pre-Authorisation Transaction – No Signature required initialisation Cash-Out XYZ Merchant XYZ Merchant 890 ABC St 890 ABC St MELBOURNE 3000 MELBOURNE 3000 ANZ INITIALISATION EFTPOS Merchant Copy Customer Copy XYZ MERChANT XYZ MERChANT TERMINAL ID 09993000101 TERMINAL ID 09993000101...
  • Page 52 Transaction reports Summary Totals report Transaction detail report XYZ Merchant XYZ Merchant 890 ABC St 890 ABC 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...
  • Page 53 890 ABC St 890 ABC St XYZ Merchant XYZ Merchant MELBOURNE 3000 MELBOURNE 3000 890 ABC St 890 ABC St MELBOURNE 3000 MELBOURNE 3000 ANZ EFTPOS ANZ EFTPOS SUMMARY TOTAL SUMMARY TOTAL ANZ SETTLEMENT ANZ SETTLEMENT TERMINAL ID 09993000101 TERMINAL ID 09993000101...
  • Page 54 890 ABC St 890 ABC St XYZ Merchant XYZ Merchant MELBOURNE 3000 MELBOURNE 3000 890 ABC St 890 ABC St ANZ EFTPOS ANZ EFTPOS MELBOURNE 3000 MELBOURNE 3000 SERVER TIP REPORT TIP TOTALS REPORT ANZ EFTPOS ANZ EFTPOS AS AT 23/04/10...

  • Page 55: 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 57 anz.com...

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