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St George Mobile GPRS EFTPOS Operating Manual

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Hypercom
Mobile GPRS
Merchant Operating Guide

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Summary of Contents for St George Mobile GPRS EFTPOS

  • Page 1 Hypercom Mobile GPRS Merchant Operating Guide...
  • Page 2 PHONE NUMBERS THE FOLLOWING HELP DESKS AND AUTHORISATION CENTRES ARE AVAILABLE TO YOU 24 HOURS A DAY, 7 DAYS A WEEK. St.George Electronic Banking Service Centre. Service and Sales Support Help Desk (including stationery orders). 1300 650 977 Touch Help Desk. For General Touch Enquiries.

  • Page 3: Table Of Contents

    EFTPOS Stationery ....... 3 Sub Total Report ......52 Terminal Settlement ....54 Getting Started ......4 How to Reprint Previous Hypercom Mobile GPRS EFTPOS Settlements ........ 56 Terminal ........4 How to Reprint Keypad Layout ......4 Last Transaction ......58 Terminal Display ......

  • Page 4: Introduction

    1.0 Introduction. The Hypercom Mobile GPRS EFTPOS terminal enables online transactions to be processed for Debit Cards (Savings and Cheque accounts), Credit Cards (Visa ® MasterCard ® ) and Charge Cards (American Express ® , Diners Club and JCB). To accept Charge Card transactions please contact the Charge Card provider.

  • Page 5: Cancellation Of Facility

    1.2 Cancellation of Facility. If your merchant facility is cancelled for any reason, this equipment and materials must be returned to us. To make arrangements for return call the EFTPOS Helpdesk on 1300 650 977. you must ensure that all equipment and materials are available to be returned within five business days of our request.

  • Page 6: Getting Started

    2.0 Getting Started. 2.1 Hypercom Mobile GPRS EFTPOS Terminal. The Hypercom Mobile GPRS EFTPOS terminal is a complete unit. The terminal operates as a pinpad for the customer and has an internal thermal printer for fast, quiet printing. 2.2 Keypad Layout.

  • Page 7: Terminal Display

    2.3 Terminal Display. Signal Strength – number of bars indicates strength of the GPRS signal. When no signal is detected just the Y will appear. Three bars indicate good signal strength. Battery - Internal battery power level displayed when terminal is not connected to mains power.

  • Page 8: Communications

    2.5 Communications. 2.5.1 Terminal Communications. The terminal utilises the Telstra GPRS network. An authorised SIM card is required to process transactions on the terminal via the GPRS network. The Bank will provide data only SIM cards with the terminal. The SIM card should already be installed when you receive your terminal. Do not attempt to remove the SIM card from the terminal unless instructed by the Helpdesk.
  • Page 9 (b) Drop the paper roll into the compartment with the end of the roll protruding from underneath the roll. Drop Paper Roll Pull Receipt Paper (c) Pull the paper out slightly and close the cover. (d) Test the operation of the printer by pressing the PAPER FEED (✽) button. HyPERCOM MOBILE GPRS MERCHAnT OPERATInG GUIDE –...

  • Page 10: Passwords

    2.7 Passwords. The following information describes the passwords and codes used in this guide. Ensure that your passwords are changed regularly to prevent unauthorised use. 2.7.1 Refund/Void Password. This password is a security measure to ensure only those personnel who are authorised by you (as the authorised signatory) can process refunds or voids (where available) through your terminal.
  • Page 11 Re-Enter Refund Pswd MERCHAnT nAME Re-enter the new four digit password and press EnTER. you will be returned to the idle screen. CLEAR 2.7.2 Merchant Password. This password is used to identify specific merchants, when the terminal has multi merchant facility activated (where available). The password is used to process transactions and print reports.

  • Page 12: Terminal Users

    3.0 Terminal Users. your terminal is capable of being enabled for up to 50 users. This allows you to keep a record of users who have operated the terminal. you can assign a ‘title’ to the users. The ‘title’ will apply to all users that you enter. you can select from the default ‘titles’ or customise the ‘title’...
  • Page 13 TERMINAL DISPLAY PROCEDURE Key in the identifier which you want to assign to the USER ID user and press EnTER. Enter USER ID note: The identifier can be a name or number or combination of both. Up to 10 characters can be used (inc.
  • Page 14 User IDs Press the soft key next to nO Enable User Prompts? note: The terminal will display Enable User Prompts? if the function is already disabled. Select DISPLAy ID Press the number which corresponds to the ’title’ you 1. WAITER used when setting up your users and press EnTER or 2.
  • Page 15 To ensure that your current users are stored with the Bank, you should complete the following upload, when you add or remove any users from your terminal. This will ensure that your users will be automatically updated to any replacement terminals you may receive.

  • Page 16: Procedures

    4.0 Procedures. 4.1 Inserting a Chip Card. When your terminal is enabled for chip card acceptance, chip cards are inserted into the terminal and left there for the duration of the transaction. The chip card reader is located at the bottom of the terminal below the keypad. Chip Card Reader Chip Card...

  • Page 17: Swiping A Magnetic Stripe Card

    4.2 Swiping a Magnetic Stripe Card. The magnetic stripe reader is located on the right hand side of the terminal. Magnetic Stripe Card Bi-directional Card Reader 1. Check the terminal is displaying the message InSERT/SWIPE CARD. 2. Hold the card upside-down with the magnetic stripe facing inwards. 3.

  • Page 18: Operating Training Mode

    - Credit/Debit card will nOT READ when performing a Savings/Cheque account transaction. Note: The non compliance to the above procedure will be considered a serious breach of the merchant agreement and may result in termination of your merchant facility. 4.4 Operating Training Mode. Training mode helps you train new staff members in the operation of the terminal.
  • Page 19 To start training mode: TERMINAL DISPLAY PROCEDURE Press MEnU. DATE TIME EnTER AMOUnT Press FUnCTIOn. The next step depends on whether you pressed the MEnU key or the FUnCTIOn key. MENU Key MAIn MEnU 1. LOGOn 2. BATCH Press 3 and EnTER, to select TERMInAL. 3.
  • Page 20 TERMINAL DISPLAY PROCEDURE DATE TIME When the terminal is in training mode the idle screen *TRAInInG MODE* will display TRAInInG MODE. EnTER AMOUnT Process transactions as per procedures in section 5.0. Receipts will display VOID/ TRAInInG MODE on them. After five minutes of inactivity the terminal will exit training mode and return to the idle prompt.
  • Page 21 TERMINAL DISPLAY PROCEDURE FUNCTION Key MERCHAnT FUnCTIOn EnTER FUnCTIOn Key in 33 and press EnTER. CLEAR ***TRAInInG MODE*** Press the soft key next to yES or press EnTER to end LEAVE TRAInInG MODE TRAInInG MODE. DATE TIME The idle screen will no longer display TRAInInG MODE.
  • Page 22 Receipt in Training Mode HyPERCOM MOBILE GPRS MERCHAnT OPERATInG GUIDE – PROCEDURES...

  • Page 23: Locking/Unlocking Terminal Keypad

    4.5 Locking/Unlocking Terminal Keypad. This function locks the terminal keypad and prevents any unauthorised transactions taking place. The terminal remains locked even if powered off and on. you can use any four digit password to lock the terminal. This same password will then be used to unlock the terminal.

  • Page 24: Transaction Procedures

    5.0 Transaction Procedures. 5.1 How to Process a Sale. TERMINAL DISPLAY PROCEDURE DATE TIME Key in the purchase amount. EnTER AMOUnT SALE EnTER SALE AMOUnT This screen is displayed as the amount is being entered. Press EnTER, once the amount is entered. $0.00 CLEAR If ‘Purchase with Cash’...
  • Page 25 TERMINAL DISPLAY PROCEDURE TOTAL $30.00 Where prompted, have the cardholder key in their PIn and press EnTER, or just press EnTER. KEy PIn &/OR EnTER COMMS The terminal is connecting to the bank and processing the sale. PROCESSInG, PLS WAIT If the card was inserted, remove the card from the SIGnATURE reader.
  • Page 26 Before completing the sale, check that the transaction was approved. Hand the customer their copy of the transaction record and their card. If the transaction is declined, the terminal will beep for two seconds and display an error message giving the reason. An explanation of the error code is available in section 10.2, Response Codes.

  • Page 27: How To Process A Cash Only Transaction

    5.2 How to Process a Cash Only Transaction. If ‘Cash’ is enabled on the terminal, customers can be given cash out. Cash is available from cheque and savings accounts only. TERMINAL DISPLAY PROCEDURE DATE TIME Press EnTER. EnTER AMOUnT TRAnSACTIOnS 1.
  • Page 28 TERMINAL DISPLAY PROCEDURE RECEIPT Press the soft key next to yES or press EnTER to print DO yOU REQUIRE A customer receipt. Otherwise press the soft key next to CUSTOMER COPy? nO or press CAnCEL. This message will be displayed if a chip card was inserted and has not been removed yet.

  • Page 29: How To Process A Refund

    5.3 How to Process a Refund. Refunds may only be processed where there was an initial valid transaction on the same card. If a customer returns a purchase, or if an incorrect amount was charged, process a refund as follows: TERMINAL DISPLAY PROCEDURE DATE...
  • Page 30 TERMINAL DISPLAY PROCEDURE TOTAL $50.00 Where prompted, have the cardholder key in their PIn and press EnTER, or just press EnTER. KEy PIn &/OR EnTER COMMS The terminal is connecting to the bank and processing the refund. PROCESSInG, PLS WAIT If the card was inserted, remove the card from the SIGnATURE reader.
  • Page 31 Approved Refund Receipt (approved with PIN, Approved Refund Receipt no signature required) (signature required) Remember to always check the receipt to verify if a transaction has been approved. HyPERCOM MOBILE GPRS MERCHAnT OPERATInG GUIDE – TRAnSACTIOn PROCEDURES...

  • Page 32: How To Void A Transaction

    5.4 How to Void a Transaction. The Void function can be carried out on credit or charge cards to reverse a transaction that has not yet settled (where available). Note: • Debit card and pre-authorisation transactions cannot be voided. TERMINAL DISPLAY PROCEDURE DATE TIME...
  • Page 33 TERMINAL DISPLAY PROCEDURE COnFIRM Confirm the void, by pressing the soft key next to yES VOID TXn InV: 123456 or press EnTER. Otherwise press the soft key next to nO or press CAnCEL. If signature is required: Have the customer sign the receipt.
  • Page 34 Void Receipt. Remember to always check the receipt to verify if a transaction has been approved. HyPERCOM MOBILE GPRS MERCHAnT OPERATInG GUIDE – TRAnSACTIOn PROCEDURES...

  • Page 35: How To Process A Sale With Tip

    5.5 How to Process a Sale with Tip. This process is a sale with tip enabled. It is most commonly used by restaurants. Note: • The Tip feature needs to be enabled on the terminal. TERMINAL DISPLAY PROCEDURE DATE TIME Key in the base amount and press EnTER.
  • Page 36 TERMINAL DISPLAY PROCEDURE COnFIRM AMOUnT SALE $25.00 Confirm the total amount, by pressing the soft key next $5.00 to yES or press EnTER. Otherwise press the soft key -------- next to nO or press CAnCEL. TOTAL AUD $30.00 TOTAL $30.00 Where prompted, have the cardholder key in their PIn and press EnTER, or just press EnTER.
  • Page 37 Approved Sale with Tip Receipt (approved with PIN, Approved Sale with Tip Receipt no signature required) (signature required) Remember to always check the receipt to verify if a transaction has been approved. HyPERCOM MOBILE GPRS MERCHAnT OPERATInG GUIDE – TRAnSACTIOn PROCEDURES...

  • Page 38: How To Process A Tip Addition

    5.6 How to Process a Tip Addition. A tip addition is performed after the original transaction has been processed. The customer verifies the base amount of the sale, offers a tip and signs the receipt. The adjustment transaction is then processed. Note: •...
  • Page 39 Receipt for tip addition Receipt for tip addition to be performed to be performed If tip is added, Base amount is A signature is required a signature approved without regardless of whether is required. a signature being a tip is added or not. required.
  • Page 40 TERMINAL DISPLAY PROCEDURE DATE TIME Press FUnCTIOn. EnTER AMOUnT MERCHAnT FUnCTIOn EnTER FUnCTIOn Key in 9 and press EnTER. CLEAR TIP ADDITIOn EnTER InV/ROC nO. Key in the ROC number printed on the receipt of the AnD PRESS EnTER original transaction and press EnTER. CLEAR SALE InV: xxxxxx...
  • Page 41 TERMINAL DISPLAY PROCEDURE RECEIPT Press the soft key next to yES or press EnTER to print a PRInT RECEIPT? merchant receipt. Otherwise press the soft key next to nO or press CAnCEL. TIP ADDITIOn The terminal returns to this prompt. The operator can EnTER InV/ROC nO.
  • Page 42 Tip Addition Receipt Remember to always check the receipt to verify if a transaction has been approved. HyPERCOM MOBILE GPRS MERCHAnT OPERATInG GUIDE – TRAnSACTIOn PROCEDURES...

  • Page 43: How To Process A Mail/Telephone Order/E-Commerce Transaction

    5.7 How to Process a Mail/Telephone Order/e-Commerce Transaction. Transactions initiated by mail or telephone are known as MOTO (Mail Order or Telephone Order) transactions. ECOM (Electronic Commerce) transactions are those initiated over the Internet. MOTO and ECOM transactions can be processed on credit and charge cards only, as the cardholder is not present.
  • Page 44 TERMINAL DISPLAY PROCEDURE MOTO EXPIRy DATE Key in the card expiry date (mmyy) and press EnTER. MM/yy CLEAR MOTO Key in the CCV and press EnTER. EnTER CCV Or, if CCV is not available, just press EnTER. Note: CCV is described in section 9.0, Minimising Fraud.
  • Page 45 Before completing the sale, check that the transaction was approved. If the transaction is declined, the terminal will beep for two seconds and display an error message giving the reason. An explanation of the error code is available in section 10.2, Response Codes. Approved MOTO Receipt Remember to always check the receipt to verify if a transaction has...

  • Page 46: How To Process A Pre-Authorisation

    5.8 How to Process a Pre-Authorisation. This function is used to reserve funds on a card for a sale to be processed at a later time. Car rentals and hotels/motels most commonly use this function. Note: • Pre-Authorisation transactions can only be performed on credit cards and charge cards and only where you have been authorised to do so.
  • Page 47 TERMINAL DISPLAY PROCEDURE TOTAL $56.00 Where prompted, have the cardholder key in their PIn and press EnTER, or just press EnTER. KEy PIn OR EnTER COMMS The terminal is connecting to the bank and processing the pre-authorisation. PROCESSInG, PLS WAIT If the card was inserted, remove the card from the SIGnATURE reader.
  • Page 48 Approved PreAuth Receipt (approved with PIN, Approved PreAuth Receipt no signature required) (signature required) Remember to always check the receipt to verify if a transaction has been approved. HyPERCOM MOBILE GPRS MERCHAnT OPERATInG GUIDE – TRAnSACTIOn PROCEDURES...

  • Page 49: How To Process A Completion

    5.9 How to Process a Completion. A completion is used to complete an earlier pre-authorisation and charge the cardholder. A completion may also be known as a checkout. you can process a completion in one of two ways: 1. Using the ROC number from the pre-authorisation transaction. 2.
  • Page 50 TERMINAL DISPLAY PROCEDURE PRE-AUTH AMT $56.00 EnTER COMPLETIOn AMT Key in the completion amount and press EnTER. $0.00 CLEAR COnFIRM AMOUnT COMPLETIOn $56.00 Confirm the total amount, by pressing the soft key next --------- to yES or press EnTER. Otherwise press the soft key next to nO or press CAnCEL.
  • Page 51 5.9.2 Using the Authorisation Number. TERMINAL DISPLAY PROCEDURE DATE TIME Press FUnCTIOn. EnTER AMOUnT MERCHAnT FUnCTIOn EnTER FUnCTIOn Key in 3 and press EnTER. CLEAR COMPLETIOn EnTER InV/ROC nO. AnD/OR PRESS EnTER Press EnTER. CLEAR COMPLETIOn EnTER COMPLETIOn AMT Key in the completion amount and press EnTER. $0.00 CLEAR COMPLETIOn...
  • Page 52 TERMINAL DISPLAY PROCEDURE Insert the customer’s chip card into the chip card reader. COMPLETIOn Swipe the customer’s card through the card reader. InSERT/SWIPE CARD Key in the card number, expiry date and CCV (if available) and press EnTER for manual entry. COnFIRM AMOUnT COMPLETIOn $56.00...
  • Page 53 Completion Receipt Remember to always check the receipt to verify if a transaction has been approved. HyPERCOM MOBILE GPRS MERCHAnT OPERATInG GUIDE – TRAnSACTIOn PROCEDURES...

  • Page 54: Reporting Functions

    6.0 Reporting Functions. 6.1 How to Print a Sub Total Report. This function will print a report of all transactions performed since the last settlement, without resetting the totals in the terminal. TERMINAL DISPLAY PROCEDURE DATE TIME Press REPORTS. EnTER AMOUnT REPORTS 1.
  • Page 55 Sub Total Report HyPERCOM MOBILE GPRS MERCHAnT OPERATInG GUIDE – REPORTInG FUnCTIOnS...

  • Page 56: Terminal Settlement

    6.2 Terminal Settlement. Settlement for the EFTPOS terminal can occur via a programmed terminal settlement (automatic settlement) or a manual settlement. Failure to perform a settlement may result in split deposits for settlements. The terminal must be powered on and be able to communicate for settlement to occur at the programmed time.
  • Page 57 Settlement Report HyPERCOM MOBILE GPRS MERCHAnT OPERATInG GUIDE – REPORTInG FUnCTIOnS...

  • Page 58: How To Reprint Previous Settlements

    6.3 How to Reprint Previous Settlements. This function enables you to reprint any of the last seven days settlements which have occurred. To print last settlement: TERMINAL DISPLAY PROCEDURE DATE TIME Press FUnCTIOn. EnTER AMOUnT MERCHAnT FUnCTIOn EnTER FUnCTIOn Key in 8 and press EnTER. CLEAR SETTLEMEnT 1.
  • Page 59 To print last 7 settlements: TERMINAL DISPLAY PROCEDURE DATE TIME Press FUnCTIOn. EnTER AMOUnT MERCHAnT FUnCTIOn EnTER FUnCTIOn Key in 8 and press EnTER. CLEAR SETTLEMEnT 1. SETTLEMEnT 2. LAST SETTLEMEnT Press 4 and EnTER to select LAST 7 SETTLEMEnTS. 3.

  • Page 60: How To Reprint Last Transaction

    6.4 How to Reprint Last Transaction. This function will reprint the receipt of the last transaction performed. The receipt will have ‘DUPLICATE’ printed on it. TERMINAL DISPLAY PROCEDURE DATE TIME Press FUnCTIOn. EnTER AMOUnT MERCHAnT FUnCTIOn EnTER FUnCTIOn Key in 6 and press EnTER. CLEAR REPRInT 1.
  • Page 61 Receipt Reprint HyPERCOM MOBILE GPRS MERCHAnT OPERATInG GUIDE – REPORTInG FUnCTIOnS...

  • Page 62: How To Reprint Specific Transaction

    6.5 How to Reprint Specific Transaction. This function will allow the operator to reprint a specific transaction. Note: • Reprint of a specific transaction can only be done from current settlement period. TERMINAL DISPLAY PROCEDURE DATE TIME Press FUnCTIOn. EnTER AMOUnT MERCHAnT FUnCTIOn EnTER FUnCTIOn Key in 6 and press EnTER.

  • Page 63: How To View Transactions

    6.6 How to View Transactions. This function allows the operator to view all the transactions that have not been settled. TERMINAL DISPLAY PROCEDURE DATE TIME Press MEnU. EnTER AMOUnT MAIn MEnU 1. LOGOn 2. BATCH Press 2 and EnTER to select BATCH. 3.
  • Page 64 TERMINAL DISPLAY PROCEDURE RECEIPT Press the soft key next to yES or press EnTER to print DO yOU REQUIRE A customer receipt. Otherwise press the soft key next to CUSTOMER COPy? nO or press CAnCEL. REVIEW InV: xxxxxx MERCHAnT nAME The terminal returns to this prompt.

  • Page 65: How To Print Transaction Log

    6.7 How to Print Transaction Log. This function will print out a summary of each transaction performed in the day’s batch period. It will print, in one list, transactions done on all card types (MasterCard, American Express etc). Note: • The Transaction log will only show transactions done since the last settlement. TERMINAL DISPLAY PROCEDURE DATE...
  • Page 66 Transaction Log HyPERCOM MOBILE GPRS MERCHAnT OPERATInG GUIDE – REPORTInG FUnCTIOnS...

  • Page 67: How To Print Tip Report

    6.8 How to Print Tip Report. This report can be printed many times during the settlement period. Once the terminal settles, the tip report will be reset. Printing a tip report does not cause a terminal settlement. Note: • The tip report can only be printed from current settlement period. TERMINAL DISPLAY PROCEDURE DATE...
  • Page 68 Tip Report HyPERCOM MOBILE GPRS MERCHAnT OPERATInG GUIDE – REPORTInG FUnCTIOnS...

  • Page 69: Shift Totals

    6.9 Shift Totals. The terminal’s shift facility is useful when you need separate reports for each work shift. This function allows you to keep a record of transactions processed on the terminal in a shift period. Note: • Shift totals are independent from settlement times. The Shift totals are not reset when the settlement is performed.
  • Page 70 Shift Report HyPERCOM MOBILE GPRS MERCHAnT OPERATInG GUIDE – REPORTInG FUnCTIOnS...

  • Page 71: Additional Terminal Features/Options

    7.0 Additional Terminal Features/Options. Multi Merchant Facility. A multi merchant facility is one whereby a terminal is loaded with more than one merchant number (where available). This enables more than one business to transact via the one terminal. This is ideal for businesses who trade from the one location but require separate accounts, for example, doctors surgeries.
  • Page 72 TERMINAL DISPLAY PROCEDURE COnFIRM AMOUnT SALE $25.00 Press the soft key next to yES or press EnTER to Merch Surcharge $0.38 confirm the amount. Otherwise press the soft key next -------- to nO or press CAnCEL. TOTAL AUD $25.38 To enable this feature please contact the EFTPOS Helpdesk on 1300 650 977. Note: You must make your customer aware at, or prior to, the time of purchase of the surcharge percentage that will apply to the transaction.
  • Page 73 Receipt with Surcharging Enabled Remember to always check the receipt to verify if a transaction has been approved. HyPERCOM MOBILE GPRS MERCHAnT OPERATInG GUIDE – ADDITIOnAL TERMInAL FEATURES/OPTIOnS...

  • Page 74: Pre-Set Amounts

    7.3 Pre-Set Amounts. you are able to program the soft keys on the terminal with specific dollar values. This feature enables you to enter commonly used values at the touch of a button. you can program up to six different amounts. Pressing the soft keys multiple times will enable the value to add cumulatively.
  • Page 75 TERMINAL DISPLAY PROCEDURE EDIT PRESET AMOUnTS 1. $1.50 2. $0.00 Repeat this process for up to six pre-set amounts. 3. $0.00 Press CAnCEL to return to the idle prompt. 4. $0.00 5. $0.00 6. $0.00 DATE TIME $1.50 $8.00 The pre-set amounts will now be displayed next to the $3.20 soft keys on the idle screen.
  • Page 76 To edit/remove or disable the pre-set amounts: TERMINAL DISPLAY PROCEDURE DATE TIME $1.50 $8.00 $3.20 Press FUnCTIOn. $5.00 SELECT/EnTER AMOUnT Edit or remove pre-set amount MERCHAnT FUnCTIOn Key 45 and press EnTER. EnTER FUnCTIOn CLEAR PRE-SET InPUT FUnCTIOn DISABLE PRE-SET To edit or remove the pre-set amounts press AMOUnTS? the soft key next to nO.
  • Page 77 TERMINAL DISPLAY PROCEDURE EDIT PRESET AMOUnTS 1. $1.50 2. $0.00 Repeat this process for up to six pre-set amounts. 3. $0.00 Press CAnCEL to return to the idle prompt. 4. $0.00 5. $0.00 6. $0.00 Disable pre-set amount PRE-SET InPUT FUnCTIOn DISABLE PRE-SET To disable the pre-set amounts press the soft key next to yES.

  • Page 78: Merchant Logo

    7.4 Merchant Logo. you have the option to have your business or company logo displayed on your terminal(s) and/or receipts. you have the choice to: • Display the logo on the terminal and print it on your receipts • Display the logo on the terminal, but do not print it on your receipts •...

  • Page 79: Fall Back Sales Procedures

    8.0 Fall Back Sales Procedures. 8.1 Electronic Fall Back. The Electronic Fall Back (EFB) facility is available only when enabled on the terminal, and only for certain card types. EFB is the ability to continue performing transactions on the terminal, even when communication with the host system for on-line approval has been lost or the card issuer is unavailable.
  • Page 80 8.1.1 Sending Offline Transactions. Once communication with the Bank is restored the terminal will send any stored transactions to the Bank for processing. The terminal will attempt to send these transactions after a transaction is processed online or after a period of inactivity. If there are transactions to upload to the Bank the following message will be displayed: TERMINAL DISPLAY PROCEDURE...

  • Page 81: Manual Fall Back

    8.2 Manual Fall Back. The EFTPOS terminal supplied to you is very reliable and St.George is committed to ensuring its smooth operation is maintained. Any problems should be promptly reported to the EFTPOS Helpdesk on 1300 650 977. If your terminal fails to function correctly you may revert to manual fall back. Before Performing a Fall Back Transaction: For credit cards, if the transaction is over your credit card floor limit, call Cardlink on 1300 301 831 for authorisation.

  • Page 82: Minimising Fraud

    9.0 Minimising Fraud. At St.George, we take fraud seriously, and you should too. Fraud can cost your business significant amounts of money, and certain types of merchants – based on the types of goods sold – are more prone to fraudulent transactions than others.
  • Page 83 Where Can I Find the CCV Security Code? Some cards, for example MasterCard and Visa, have a AUTHORISED SIGnATURE three-digit CCV printed on the signature panel on the 4000 0012 3456 7890 123 reverse side of the card. Other numbers may precede nOT VALID UnLESS SIGnED the CCV.

  • Page 84: Trouble Shooting

    10.0 Trouble Shooting. 10.1 Hardware Faults. Hardware Faults Action 1. Ensure that the power cable is securely connected to the terminal. 2. Power off the terminal for 10 seconds. no response from the terminal 3. Power on the terminal. 4. Retry the transaction. 5.

  • Page 85: Response Codes

    10.2 Response Codes. Below is a copy of a receipt, which indicates the location of the Response Codes. Response Code Location Remember to always check the receipt to verify if a transaction has been approved. Where your terminal displays a response code not listed in this guide, and you use an electronic terminal supplied by us, you should phone the EFTPOS Helpdesk on 1300 650 977 for clarification.
  • Page 86 Code Display Cause/Action APPROVED • The transaction has been approved. CALL FOR AUTH • Unable to obtain electronic authorisation. • Call for authorisation from appropriate authorisation centre then complete manual sales voucher if approved. CALL FOR AUTH • Unable to obtain electronic authorisation. •...
  • Page 87 Code Display Cause/Action FORMAT ERROR CALL HELPDESK • Power the terminal off and on and retry the transaction. • Contact the Helpdesk whilst the cardholder is present to confirm if the transaction has been processed correctly. WROnG ACCOUnT • Retry the transaction, selecting a different account.
  • Page 88 Code Display Cause/Action DECLInED • Obtain another form of payment. • Advise cardholder to contact card issuer. CAnnOT PAy • Obtain another form of payment. • Advise cardholder to contact card issuer. DECLInED • Obtain another form of payment. • Advise cardholder to contact card issuer. CAnnOT PAy •...
  • Page 89 Code Display Cause/Action CAnnOT PAy • Obtain another form of payment. • Advise cardholder to contact card issuer. SETTLE nOT AVAILABLE • A settlement has been processed in the last 24 hours, or the settlement is being attempted between 9.30pm and 11.00pm (AEST).
  • Page 90 Code Display Cause/Action APPROVED • The transaction has been approved. APPROVED • The transaction has been approved. CAnnOT PAy • Obtain another form of payment. ISSUER UnAVAILABLE • Obtain another form of payment. CAnnOT PAy • Obtain another form of payment. HyPERCOM MOBILE GPRS MERCHAnT OPERATInG GUIDE –...

  • Page 91: Glossary Of Common Terms

    11.0 Glossary Of Common Terms. CCV Number An additional security feature used in transactions where the card number (Card Check is entered manually, for example when the cardholder is not present Value) (MOTO or ECOM). Charge Card American Express (AMEX), Diners Club or Japanese Credit Bureau (JCB). Credit Card MasterCard or Visa.
  • Page 92 Notes HyPERCOM MOBILE GPRS MERCHAnT OPERATInG GUIDE...
  • Page 93 Notes HyPERCOM MOBILE GPRS MERCHAnT OPERATInG GUIDE...
  • Page 94 Notes HyPERCOM MOBILE GPRS MERCHAnT OPERATInG GUIDE...
  • Page 95 This page has been left blank intentionally.
  • Page 96 Information contained in this brochure was correct at time of printing (July 2011) and is subject to change. St.George Bank – A Division of Westpac Banking Corporation ABN 33 007 457 141 AFSL 233714 ACL 233714. ST21414 07/11...

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