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Suncorp VX820 Quick Reference Manual

Integrated pos
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Integrated POS
Quick Reference
Guide
(VX820)

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Summary of Contents for Suncorp VX820

  • Page 1 Integrated POS Quick Reference Guide (VX820)

  • Page 3: Table Of Contents

    Security & Chargeback Tips ...................... 18 Manual Transaction Processing ....................19 Manual Transaction Processing ....................20 Processing a Fallback Transaction Voucher ................20 Accepting payment via a Fallback Transaction Voucher ............21 Processing Fallback Transaction Vouchers ................22 Suncorp Bank Integrated POS Quick Reference Guide...

  • Page 4: Contact Details

    (Monday to Friday 8:30am – 5:00pm AEST except Brisbane public holidays) Fax: (07) 3031 2615 Please have the following information ready: • your name • merchant number • case number • nature of query American Express 1300 363 614 Diners Club 1300 360 060 Suncorp Bank...

  • Page 5: System Timeouts

    Waiting for Host 45 seconds a) Display “No Response”, or b) revert to Response Electronic Fallback (EFB) mode. Host Response for Once timeout occurs, the terminal will return to 20 seconds Reversal/Advice the idle screen. Suncorp Bank Integrated POS Quick Reference Guide...

  • Page 6: Pc Eftpos Generated Response Codes

    DECLINED – E4 The supplied Chip Card Please contact the APP BLOCKED has an application that has cardholders card provider or been deactivated by the try a different card. cardholders bank Suncorp Bank...
  • Page 7 If problems persist please contact the Helpdesk. DECLINED – EI SET Manager password doesn’t Please contact the Helpdesk PASSWORD exist for refund to assist in setting up a password for refunds. Suncorp Bank Integrated POS Quick Reference Guide...
  • Page 8 The transaction amount must AMOUNT terminal from POS be greater than $0.00. Please retry the transaction with a higher amount. DECLINED – NB Invalid amount passed to Check and confirm amount is INVALID AMOUNT terminal from POS correct, retry the transaction. Suncorp Bank...
  • Page 9 (Press "#" and "99" on the PINpad), if problem persists please contact Helpdesk. DECLINED – Q6 The POS operator has If this was unintentional, retry SIGNATURE ERROR declined the signature of a the transaction. transaction Suncorp Bank Integrated POS Quick Reference Guide...
  • Page 10 DECLINED – S3 The PINpad has suffered a Check there isn't any other NUMBER BUSY communication error (number device using the phone line busy) (such as a fax or a land phone). If problem persists please contact the Helpdesk. Suncorp Bank...
  • Page 11 LAST SETTLMNT stored in terminal retry the transaction. DECLINED – TA CARD The PINpad is not configured Please contact the NOT ACCEPT to accept this card cardholders card provider or try a different card. Suncorp Bank Integrated POS Quick Reference Guide...
  • Page 12 DECLINED – X0 NO The host is not responding to Retry the transaction, if RESPONSE the messages from the POS the error persists call the Helpdesk. Suncorp Bank...
  • Page 13 Helpdesk. DECLINED – Z1 The supplied chip card and Please contact the CANNOT PAY the PINpad have declined cardholder’s card provider or the transaction without going try a different card. online Suncorp Bank Integrated POS Quick Reference Guide...

  • Page 14: Terminal Response Messages

    Invalid PIN entered. Cardholder has exceeded the maximum daily withdrawal limit on their card. Another form of payment (cash, cheque) is required. Do not use a fallback voucher. The issuing bank is not available. Communication lines are down. Suncorp Bank...

  • Page 15: Troubleshooting

    If you still have difficulties, please call Suncorp Bank Technical Helpdesk on 1800 836 055 (24 hours a day, 7 days a week), and have your merchant number and terminal number ready.
  • Page 16 • T he most common cause of this error on a correctly installed machine is that there are more than one application running that uses our EFTPOS system. Examples are the POS system and our test POS system. There can only be one POS running. Shutdown any other applications that may also use EFTPOS. • T he EFT client is not running (or installed). Check if the client icon (the “C” icon) is on the task bar near the clock. (Warning…. Not all POS system shows the task bar). Start client by rebooting POS. If the EFTPOS system only fails on Refunds, American Express or Diners Certain cards won’t process cards or Cash Out, contact Suncorp Bank Technical Helpdesk on 1800 836 055 to enable these settings. Card reader problems • E nsure that the card is being swiped in the right direction for the magnetic stripe. • Try swiping the card in both upwards and downwards directions. • Ensure that the card is being swiped at a fast enough speed. • T ry using a Cleaner Card from your stationery kit to clean the card reader Suncorp Bank...

  • Page 17: Fraud Prevention Tips

    Fraud Prevention Tips The security of your Suncorp EFTPOS Terminal is of the utmost importance to your business. Here are some handy tips to avoid fraudulent transactions and chargebacks. Suncorp Bank Integrated POS Quick Reference Guide...

  • Page 18: Security & Chargeback Tips

    • Retain all transaction receipts and or documentation pertaining to a credit card transaction for a minimum of 12 months from the date of transaction in a secure location. Remember, if in doubt you can always ask your customer for another form of payment. Suncorp Bank...

  • Page 19: Manual Transaction Processing

    Manual Transaction Processing This section explains how to process fallback Vouchers if your EFTPOS Pin Pad is faulty. Suncorp Bank Integrated POS Quick Reference Guide...

  • Page 20: Manual Transaction Processing

    3-dimensional appearance. • The first four digits of the embossed number match the pre-printed four digits on the card. • A signature appears in the signature panel of the customers card and should not appear to have been altered. Suncorp Bank...

  • Page 21: Accepting Payment Via A Fallback Transaction Voucher

    Accepting payment via a Fallback Transaction Voucher Only original Fallback Transaction Vouchers from Suncorp Bank should be used. Photocopied Fallback Transaction Vouchers and/or Fallback Transaction Vouchers provided by other financial institutions should not be used. • Phone 1300 301 221 to obtain an authorisation for all Visa/Master card transactions that are over your floor limit.

  • Page 22: Processing Fallback Transaction Vouchers

    Merchant Summary Voucher into a Merchant Summary Envelope. • Ensure the Merchant Summary Envelope is completed in full. • Take the Merchant Summary Envelope to a local Suncorp Branch who will forward the envelope to Suncorp’s Electronic Banking Centre for processing.
  • Page 23 Suncorp Bank Integrated POS Quick Reference Guide...
  • Page 24 Suncorp-Metway Limited ABN 66 010 831 722 Contact us for more information or to change your details: Call 13 11 75 suncorpbank.com.au Visit your local branch or agency Mail to GPO Box 1453, Brisbane QLD 4001 Fax 07 3031 2250...

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