TERMINAL OPERATOR REFERENCE GUIDE V1.0
EFTPOS LITE
ADB2626 XXXXXX
Commonwealth Bank of Australia
ABN 48 123 123 124
Contents
IMPORTANT NOTES
2
PRINTER FUNCTIONS
27
YOUR MERCHANT DETAILS
3
DUPLICATE RECEIPTS
29
THE EFTPOS NETWORK
4
TOTAL REPORTS
30
TERMINAL LAYOUT
6
CHANGING PASSWORDS
32
TERMINAL FUNCTION DESCRIPTIONS
7
CHANGING USER’S DETAILS
34
SOFTWARE FUNCTIONALITY
9
CHANGING LIMITS
35
TRANSACTIONS USING DEBIT CARDS
10
OTHER TERMINAL FUNCTIONS
37
TRANSACTIONS USING
CREDIT CARDS
16
TRANSACTING USING MOTO
(MAIL ORDER/TELEPHONE ORDER)
38
PROCESSING DURING DOWNTIME
20
XPOS
41
ENTERING DOWNTIME VOUCHERS
21
TERMINAL ERROR MESSAGES
42
DAMAGED CREDIT CARD
PROCESSING
WHERE TO GET HELP
46
24
1
Important notes
Your merchant details
■
■
Do not allow any unauthorised use of
your terminal.
■
Do not be persuaded to allow
transactions to be processed contrary
to our guidelines.
■
Customers should only have access
to your terminal to input their PIN.
■
Do not process damaged debit (cheque
or savings) cards.
■
Check transactions by circling the type of
transaction and ‘Approved’ on receipt.
■
When your terminal is in downtime mode,
authorisations are required for
all transactions over your floor limit.
■
Check the validity and expiry dates on
all cards presented.
If you have any doubts about the
transaction, card or card presenter,
contact the Authorisation Centre
immediately on 13 26 36 for credit
cards and Freecall* 1800 813 700
for debit cards.
Trading name:
■
Failure to heed a terminal warning
message may result in lost value to you.
Trading address:
■
Ensure your passwords remain
confidential. Do not locate passwords
near the terminal. Change passwords
regularly.
Commonwealth Bank merchant number:
* Call to Freecall numbers are free unless made from
a mobile phone, which will be charged at the
applicable rate.
Terminal ID:
Credit Card floor limit: $
(downtime processing)
Debit Card floor limit: $
(downtime processing)
American Express merchant number:
Diners Club merchant number:
JCB merchant number:
CARE:
2
The above is confidential information and should only be known to yourself
and authorised staff.
3
The EFTPOS network
The EFTPOS network is very complex,
with many parties involved in processing
transactions. All parties to the network work
together so that the system can cope with
the large volumes processed. Each day there
is an average of over 2.5 million transactions
passing through the Australian EFTPOS
network. The diagram below shows the
many players in the EFTPOS network.
Commonwealth Bank
F2
ABC
DEF
1
2
3
GHI
JKL
7
MNO
5
6
CANCEL
TUV
WXY
8
9
CLEAR
0
PSTN dial-up
Commonwealth
Commonwealth Bank
Bank CARDS
EFTPOS SYSTEM
Other Australian
card issuers
4
Terminal – reads the information
contained on the magnetic stripe of each
card. Allows for the secure transfer of
transaction and PIN to the card issuing
bank’s computer system.
■
Terminal message – each transaction
sends a message to the bank requesting
an action. The transaction is only
completed when a response from
the bank is received.
■
Inter-bank network – all major banks
and credit unions are connected to
each other. This allows cards issued
by one bank to be used at another
bank’s terminals/merchants. Messages
are passed between banks to allow
authorisation and settlement
of transactions.
OK
EFTPOS terminal
American Express,
Diners Club, JCB
Card – credit card, debit card and
charge card for which the magnetic stripe
contains the cardholder information to
be transmitted electronically.
■
F4
QZ
PRS
■
F3
F1
4
There are many features to the
EFTPOS network:
■
Credit card schemes – MasterCard,
Visa and Bankcard are member controlled
organisations that determine rules to be
followed for the security of both
cardholder and merchant.
■
Card issuers worldwide – are all those
banks worldwide which issue credit cards
for use by their customers.
Card issuers
worldwide
5
Terminal layout
Terminal function descriptions
7. Green ‘OK’ Key – Complete a data entry
function (returning data entered).
1. SmartCard reader
1. SmartCard Reader – this reader at the
top of the terminal is for future use with
SmartCards.
2. Terminal Display – the screen displays
all the messages and directions to the
user, as well as terminal error messages
(see attached list of ‘terminal error
messages’ on pages 42-45).
2. Terminal display
Commonwealth Bank
F2
F3
3. Yellow ‘function’ keys
4. Grey ‘Paper Feed’ Key – When
pressed, advances printer 1 line.
4. Grey ‘Paper Feed’ key
5. Red ‘Cancel’ Key – cancel the current
transaction or data entry. Do not allow
the cardholder to use this button.
F4
F1
QZ
ABC
DEF
1
2
3
GHI
JKL
MNO
CANCEL
5. Red ‘Cancel’ key
CLEAR
6. Yellow ‘Clear’ key
4
5
6
PRS
TUV
WXY
8
9
7
0
OK
3. Yellow ‘Function’ Keys (4) – these
buttons are located under the terminal
display and are used to select options
displayed. The options to be selected will
be above the corresponding key.
7. Green ‘OK’ key
8. Alpha numeric keys
9. Grey ‘Up’ and ‘Down’ keys
10. Magnetic Stripe card reader
6. Yellow ‘Clear’ Key – This button will
allow you to step back through the
screens or to clear a number if an error
or incorrect amount has been keyed in.
Do not allow the cardholder to use this
button. If pressed when no data is
present in the data entry buffer, the key
acts the same as the ‘Cancel’ key.
Positively acknowledge a prompt (such
as ‘OK to continue’).
Move to next ‘page’ of a horizontal menu
(if there is one).
8. Alphanumeric Keys – these keys are
used to input monetary amounts and to
select options when using the terminal.
The ‘alpha’ keys are also used for
entering passwords and PINs.
The ‘0’ or zero key is also used to
access further function key options. If the
option you want is not one of the four
displayed across the bottom line of the
screen, then pressing the zero key once,
will display a further set of up to four
function-key options. Press zero again to
return to the original four options.
The numeric keys are also used to select
an item from a vertical menu, which
shows one numbered menu item on
each line of the screen. Press a number
key once to choose a numbered item
from the menu.
9. Grey ‘Up’ and ‘Down’ Keys – the ‘^’
or ‘up’ key moves you to the next menu
page, when a vertical menu is displayed.
If pressed at the last page, the first page
is displayed.
11. SAM Insertion slots
6
7
Software functionality
The ‘v’ or ‘down’ key moves you to the
previous menu page, when a vertical
menu is displayed. If pressed at the
first page, the last page is represented.
Press a number key once to choose a
numbered item from the menu.
10. Magnetic Stripe Card Reader – the
customer’s card is swiped through the
slide either left to right or right to left.
The magnetic stripe on the card must
be facing the display screen and be
on the down side of the card so that it
will be read.
When you applied for the EFTPOS LITE terminal, a range of different software applications
were offered to you. These function selections can only be changed by the Bank and include:
■
mail order/telephone order – the ability to process a credit card transaction when the
card is not present (NB: you must be a Commonwealth Bank authorised MOTO merchant
to process these transactions);
■
Offline Voucher – the ability to produce a voucher for the customer’s signature for
transactions over your floor limit if the host is not available or there is a communication
problem. This voucher can then be re-entered once the terminal becomes operational again.
If any of the above functions have been requested they will appear on the screen at the
appropriate time. For example the following two screens show the EFT screen, which shows
EFT functions other than Purchase or Refund. The first shows when mail/telephone order and
cashout functions are switched on, the second shows when cashout only is switched on.
11. SAM Insertion Slots – the electronic
chips (SAMs) used with the optional
XPOS functions are inserted here. See
the separate XPOS Operator’s Guide.
8
Screen
Definition
COMMONWEALTH BANK
1 Cash
2 Moto
3 Totals
With MOTO and CASHOUT functions enabled.
COMMONWEALTH BANK
1 Cash
2 Totals
3 Duplicate Receipts
With CASHOUT function enabled.
■
Other functions appear during the processing of the transaction.
■
The design of the software is such that it is simply a matter of following the screen
prompts. If you need to return to the previous screen or amend an entry, select the
yellow CLR button.
■
The grey ‘Up’ and ‘Down’ Keys move you to the previous or next menu page (when
a vertical menu is displayed). If pressed at the first or last page, the last or first page
is displayed.
■
The same keys are used to scroll an option list to the right or left. Use the yellow
function key under the item required when you are ready to choose.
9
Transactions using debit cards
This section describes how to complete a transaction where a Debit card is used.
When the terminal is logged on and ready for use the screen below will appear.
Screen
COMMONWEALTH BANK
EFTPOS
READY
PUR REF EFT SYS
Definition
The 4th line is a ‘horizontal’ menu.
■
Use the yellow function key under the item to select it.
■
Select PUR or swipe a card for a PURCHASE
■
Select REF for a REFUND
■
Select EFT for ‘other’ EFT functions such as MOTO, Cashout, Voucher entry
■
Select SYS for SYSTEM and MERCHANT functions.
PURCHASE
Swipe card
10
Screen
Definition
PURCHASE
Cashout Amount?
$0.00
If CASHOUT is allowed at this terminal,
this prompt appears.
Type the amount of cash requested, with cents, no
decimal point, and then press the green OK key.
If no cash is required, just press the OK key.
PURCHASE
Total $xxxxxx.xx
Select Account
CHQ SAV
If the transaction includes a cashout amount,
then CR is not a valid selection and this screen
is displayed. Select CHQ or SAV.
PURCHASE XXXXXXX
Total $xxxxxx.xx
Enter PIN & OK
This screen allows PIN entry. XXXXXXX is the
account-type selected above, ‘ Cheque’,
‘Savings’ or ‘ Credit’.
If a PIN is entered but is less than 4 digits,
this message appears.
Enter PIN again.
Definition
PURCHASE XXXXXXX
Total $xxxxxx.xx
Enter PIN & OK
Min. 4 digits, retry
This prompt to swipe the customer’s card appears.
The current transaction type shows at the top.
If a card was swiped to start the Purchase,
the Amount screen below is shown.
PURCHASE XXXXXXX
Total $xxxxxx.xx
SSSSSSSS
Please wait
While the Host is processing the message,
this screen is displayed.
Ssssssss is the status of the transaction which
progresses through ‘Dialling’, ‘Connected’,
‘Sending’, and ‘Receiving’.
If PURCHASE is selected:
Screen
If CASHOUT is also required:
PURCHASE
Swipe card
Card Error, retry
If an error reading the card occurs, the prompt to
retry appears at the bottom of the screen.
Swipe the card again.
PURCHASE
Purchase Amount?
$0.00
The prompt to enter the amount is then displayed.
Type the amount, with cents, no decimal point,
and then press the green OK key.
11
If CASHOUT only is required:
Screen
COMMONWEALTH BANK
EFTPOS
READY
PUR REF EFT SYS
Definition
The 4th line of the ready screen is a ‘horizontal’
menu. EFT Other Functions is selected using the
yellow key underneath ‘EFT’.
CASHOUT XXXXXXX
Total $xxxxxx.xx
Enter PIN & OK
This screen allows PIN entry. XXXXXXX is the
account-type selected above, ‘ Cheque’, ‘Savings’.
CASHOUT XXXXXXX
Total $xxxxxx.xx
SSSSSSSS
Please wait
While the Host is processing the message,
this screen is displayed.
Ssssssss is the status of the transaction which
progresses through ‘Dialling’, ‘Connected’,
‘Sending’, and ‘Receiving’.
If EFT is selected:
Screen
EFT
1 Cashout Trans
2 MOTO Trans
3 Totals
4 Duplicate Receipt
5 Administration
6 Special Functions
Definition
This is a ‘vertical’ menu. The first 4 lines are
displayed. Use the ‘up’ or ‘down’ keys to see
the other items.
Cashout is selected by keying ‘1’.
If CASHOUT is selected:
Screen
CASHOUT
Swipe card
12
Definition
This prompt to swipe the customer’s card appears.
The current transaction type shows at the top.
CASHOUT
Swipe card
Card Error, retry
If an error reading the card occurs, the prompt to
retry appears at the bottom of the screen.
Swipe the card again.
CASHOUT
Cashout Amount?
$0.00
The prompt to enter the amount is then displayed.
Type the amount, with cents, no decimal point,
and then press the green OK key.
CASHOUT
Total $xxxxxx.xx
Select Account
CHQ SAV
$xxxxxx.xx is the total transaction amount.
Use a yellow function key to select the account type.
If REFUND is required:
Screen
COMMONWEALTH BANK
EFTPOS
READY
PUR REF EFT SYS
Definition
The 4th line of the ready screen is a
‘horizontal’ menu.
REF is selected using the yellow key
underneath ‘REF’.
EFT
Password?
A valid Manager Password or Operator Password
is required for all Refund transactions.
REFUND
Swipe card
This prompt to swipe the customer’s card appears.
The current transaction type shows at the top.
REFUND
Refund Amount?
$0.00
The prompt to enter the amount is then displayed.
Type the amount, with cents, no decimal point
and then press the green OK key.
REFUND
Total $xxxxxx.xx
Select Account
CHQ SAV CR
$xxxxxx.xx is the total transaction amount.
Use a yellow function key to select the
account type.
REFUND XXXXXXX
Total $xxxxxx.xx
Enter PIN & OK
This screen allows PIN entry. XXXXXXX is the
account-type selected above, ‘Cheque’,
‘Savings’ or ‘ Credit’. If a CREDIT card does
not have a PIN, the customer can just press OK.
13
Purchase
REFUND XXXXXXX
Total $xxxxxx.xx
SSSSSSSS
Please wait
While the Host is processing the message,
this screen is displayed.
Ssssssss is the status of the transaction which
progresses through ‘Dialling’, ‘Connected’,
‘Sending’, and ‘Receiving’.
Incorrect PIN:
Screen
<Type> <acnt>
Total $xxxxxx.xx
PIN Error, Re-enter?
No Yes
Definition
If the Host response indicates an incorrect PIN
(Response Code = 55), this screen is displayed.
If Yes is selected, then another PIN may be
entered. If No is selected, the receipt for a
declined transaction is processed as below.
If the transaction is approved by the Host, the screen will show APPROVED.
Receipt printing then occurs.
MERCHANT RECEIPT
Approved 00
Printing
This screen is shown when the purchase is
approved. A Transaction Receipt (Merchant Copy)
is printed.
MERCHANT RECEIPT
Declined xx
Printing
This screen is presented whilst a ‘declined
transaction’ receipt is printed. A Transaction
Receipt (Merchant Copy) is printed. (Processing
is complete and the terminal returns to the Idle
state.) xx is the declined code.
CUSTOMER RECEIPT
Printing
This screen is presented whilst the Transaction
Receipt (Customer Copy) is printed.
The transaction is now complete and the terminal
returns to idle state.
Cashout
Refund
COMMONWEALTH BANK
EFTPOS
COMMONWEALTH BANK
EFTPOS
COMMONWEALTH BANK
EFTPOS
RETAILER NAME ADDRESS
MERCH: 123456789012345
TERMINAL:
12345678
RETAILER NAME ADDRESS
MERCH: 123456789012345
TERMINAL:
12345678
RETAILER NAME ADDRESS
MERCH: 123456789012345
TERMINAL:
12345678
MERCHANT COPY
CARD:
560279 777
EXPIRY DATE: 12/09
SAVINGS
000141
PURCHASE
$ 6.00
TOTAL AUD
$ 6.00
KEYCARD
RESPONSE CODE 00
31 DEC 2009 08:52
MERCHANT COPY
CARD:
560279 777
EXPIRY DATE: 12/09
SAVINGS
000141
CASHOUT
$ 6.00
TOTAL AUD
$ 6.00
KEYCARD
RESPONSE CODE 00
31 DEC 2009 08:52
MERCHANT COPY
CARD:
560279 777
EXPIRY DATE: 12/09
SAVINGS
000141
REFUND
$ 6.00
TOTAL AUD
$ 6.00
KEYCARD
RESPONSE CODE 00
31 DEC 2009 08:52
The transaction is now complete and the terminal returns to idle state.
14
15
Transactions using credit cards
This section describes how to complete a transaction where a Credit card is used.
When the terminal is logged on and ready for use the screen below will appear.
Screen
COMMONWEALTH BANK
EFTPOS
READY
PUR REF EFT SYS
Definition
The 4th line is a ‘horizontal’ menu.
■
Use the yellow function key under the item to select it.
■
Select PUR or swipe a card for a PURCHASE
■
Select REF for a REFUND
■
Select EFT for ‘other’ EFT functions such as MOTO, Cashout, Voucher entry
■
Select SYS for SYSTEM and MERCHANT functions.
PURCHASE
Swipe card
PURCHASE
Swipe card
Card Error, retry
PURCHASE
Purchase Amount?
$0.00
Screen
EFT
1 Cashout Trans
2 MOTO Trans
3 Totals
4 Duplicate Receipt
5 Administration
6 Special Functions
COMMONWEALTH BANK
EFTPOS
READY
PUR REF EFT SYS
This is a ‘vertical’ menu. The first 4 lines are
displayed. Use the ‘up’ or ‘down’ keys to see
the other items.
Cashout is selected by keying ‘1’.
Definition
The 4th line of the ready screen is a
‘horizontal’ menu.
REF is selected using the yellow key
underneath ‘REF’.
Definition
EFT
Password?
A valid Manager Password or Operator Password
is required for all Refund transactions.
This prompt to swipe the customer’s card appears.
The current transaction type shows at the top.
If a card was swiped to start the Purchase,
the Amount screen below is shown.
REFUND
Swipe card
This prompt to swipe the customer’s card appears.
The current transaction type shows at the top.
REFUND
Refund Amount?
$0.00
The prompt to enter the amount is then displayed.
Type the amount, with cents, no decimal point
and then press the green OK key.
REFUND
Total $xxxxxx.xx
Select Account
CHQ SAV CR
$xxxxxx.xx is the total transaction amount.
Use a yellow function key to select the
account type.
If an error reading the card occurs, the prompt
to retry appears at the bottom of the screen
Swipe the card again.
The prompt to enter the amount is then displayed.
Type the amount, with cents, no decimal point,
and then press the green OK key.
REFUND XXXXXXX
Total $xxxxxx.xx
Enter PIN & OK
16
Definition
If REFUND is required:
Screen
If PURCHASE is selected:
Screen
If EFT is selected:
This screen allows PIN entry. XXXXXXX is the
account-type selected above, ‘ Cheque’,
‘Savings’ or ‘ Credit’. If a CREDIT card does
not have a PIN, the customer can just press OK.
17
REFUND XXXXXXX
Total $xxxxxx.xx
SSSSSSSS
Please wait
While the Host is processing the message,
this screen is displayed.
Ssssssss is the status of the transaction which
progresses through ‘Dialling’, ‘Connected’,
‘Sending’, and ‘Receiving’.
If the transaction is approved by the Host, the screen will show APPROVED. Receipt printing
then occurs.
MERCHANT RECEIPT
Approved 00
Printing
This screen is shown when the purchase is
approved. A Transaction Receipt (Merchant Copy)
is printed.
MERCHANT RECEIPT
Declined xx
Printing
This screen is presented whilst a ‘declined
transaction’ receipt is printed. A Transaction
Receipt (Merchant Copy) is printed. (Processing
is complete and the terminal returns to the
Idle state.) xx is the declined code.
MERCHANT RECEIPT
Cardholder to Sign
Signature Valid?
No Yes
This screen is presented to prompt the operator
to verify the cardholder’s signature.
If No is selected, the transaction is cancelled.
CUSTOMER RECEIPT
Printing
This screen is presented whilst the Transaction
Receipt (Customer Copy) is printed.
Purchase
Refund
COMMONWEALTH BANK
EFTPOS
RETAILER NAME ADDRESS
MERCH: 123456789012345
TERMINAL:
12345678
COMMONWEALTH BANK
EFTPOS
RETAILER NAME ADDRESS
MERCH: 123456789012345
TERMINAL:
12345678
MERCHANT COPY
CARD: 535317 777
EXPIRY DATE: 12/09
CREDIT
000141
PURCHASE
$ 6.00
TOTAL AUD
$ 6.00
CBA MASTER CARD
MERCHANT COPY
CARD: 535317 777
EXPIRY DATE: 12/09
CREDIT
000141
REFUND
$ 6.00
TOTAL AUD
$ 6.00
CBA MASTER CARD
REF NO.:
**SIGNATURE REQUIRED**
X ..........................................
PLEASE SIGN HERE
REF NO.:
**SIGNATURE REQUIRED**
X ..........................................
PLEASE SIGN HERE
RESPONSE CODE 00
31 DEC 2009 08:52
RESPONSE CODE 00
31 DEC 2009 08:52
The transaction is now complete and the terminal returns to idle state.
18
19
Processing during downtime
There are times when the Bank’s host
system cannot be contacted or the
system/card issuer is unavailable. In this
case, an offline voucher receipt will print
for all transactions.
If your terminal does not have offline
vouchers, you will have to use an imprinter
and manual voucher (CC201 for credit
cards and CC581 for debit cards) to take
a record of the card and transaction details.
Procedures for completing transactions are
the same whether the terminal provides you
with an offline voucher or you use the
imprinter with manual vouchers:
■
check the commencement date and
expiry date of the card to ensure it is
valid. Ensure all details on the voucher
are complete;
■
if the transaction is above your floor limit,
ring for authorisation and record the
authorisation number on the voucher;
■
have the cardholder sign the voucher
and check the signature against the
signature on the card;
■
do not provide cashout during downtime.
Once your EFTPOS LITE terminal is
operational again, key the transaction
details for all offline voucher receipts and
manual vouchers into the terminal using
the voucher entry function.
Entering downtime vouchers
Screen
Definition
COMMONWEALTH BANK
EFTPOS
READY
PUR REF EFT SYS
The 4th line of the ready screen is a ‘horizontal’
menu. Select EFT Other Functions using the
yellow key underneath ‘EFT’.
EFT
1 Cashout Trans
2 MOTO Trans
3 Totals
4 Duplicate Receipt
5 Administration
6 Special Functions
This is a ‘vertical’ menu. The first 4 lines are
displayed. Use the ‘up’ or ‘down’ keys to see
the other items.
Admin is selected by keying the number next to
‘Administration’, in this example, 5.
EFT MENU
Password?
ADMINISTRATION
1 Voucher Entry
2 Reports
3 Limits
4 User Passwords
A valid Manager Password is required for
entry to this menu.
‘Incorrect, Retry’ is displayed if the
password entered is incorrect.
This screen is presented to allow selection of
the Administration menu item.
Press ‘1’ to select Voucher Entry.
If Voucher Entry is selected:
Screen
VOUCHER Entry
1 Purchase
2 Refund
20
Definition
This screen is presented to allow selection of
the transaction type.
Press ‘1’ to select entry of a Purchase transaction.
(For a Refund transaction, press ‘2’, then follow
the same procedure below).
21
PURCHASE VOUCHER
Auth. Number?
PURCHASE VOUCHER
Account Number?
This screen is presented to prompt for entry
of customer’s Card Number.
PURCHASE VOUCHER
Account Number?
Entry Error, Retry
If the number entered is less than 4 or more than
19 digits or is invalid, this error is displayed and
the entry may be retried.
If re-entries fail, manual processing must be done.
PURCHASE VOUCHER
Card Sequence No.?
This screen is presented to prompt for entry of the
two-digit Card Sequence Number from the voucher.
The ‘OK’ key may be pressed to bypass this prompt.
PURCHASE VOUCHER
Expiry Date (MMYY)?
This screen is presented to prompt for entry of the
four-digit Card Expiry Date from the voucher.
Entry Error, Retry
Invalid Date, Retry
Invalid Date, Retry
Card Expired, Retry
If the date is not four digits, or the year is invalid,
or the month is not between 01 and 12, or the card
has expired, these messages will appear on the
bottom line of the screen.
PURCHASE VOUCHER
Purchase Amount?
‘Purchase’ or ‘Refund’ will display depending on the
type of Voucher. Enter the amount, then ‘OK’.
VOUCHER RECEIPT
Approved
Printing
This screen is shown when the voucher is
approved. An Offline Voucher Received Receipt
is Printed.
VOUCHER RECEIPT
Rejected
Printing
This screen is shown when the voucher is NOT
approved. An Offline Voucher Rejected
Receipt is printed.
Offline Voucher
Offline Entry Receipt
COMMONWEALTH BANK
EFTPOS
RETAILER NAME ADDRESS
MERCH: 123456789012345
TERMINAL:
12345678
COMMONWEALTH BANK
EFTPOS
RETAILER NAME ADDRESS
MERCH: 123456789012345
TERMINAL:
12345678
OFFLINE VOUCHER
CARD: 56027900000077777
CARD SEQUENCE
NUMBER:
01
EXPIRY DATE: 12/09
SAVINGS
000141
PURCHASE
$ 6.00
VOUCHER ENTRY
CARD: 56027900000077777
EXPIRY DATE: 12/09
SAVINGS
000141
PURCHASE
$ 6.00
TOTAL AUD
$ 6.00
AUTH NO.
**SIGNATURE REQUIRED**
Entry Voucher Date
Enter date
X ..........................................
PLEASE SIGN HERE
Entry Voucher TIME
Enter time
31 DEC 2009 08:52
PURCHASE VOUCHER
Total $xxxxxx.xx
SSSSSSSS
Please wait
22
This screen is presented to prompt for Authorisation
Number entry. The ‘OK’ key may be pressed to
bypass this prompt.
‘PURCHASE VOUCHER’ or ‘REFUND VOUCHER’
displays depending on the transaction type. The
Authorisation Number field is an alphanumeric field.
31 DEC 2009 08:52
CBA MASTERCARD
RECEIVED FOR
PROCESSING
31 DEC 2009 14:15
While the Host is processing the message,
this screen is displayed.
SSSSSSSS is the status of the transaction which
progresses through ‘Dialling’, ‘Connected’,
‘Sending’, and ‘Receiving’.
23
Damaged credit card processing
If a card, when swiped, displays a ‘DAMAGED CARD’ message, the transaction can
be manually keyed. This is only available for CREDIT cards.
PURCHASE
Card Check Value?
This screen is presented to prompt for entry of
the Card Check Value printed on the back of
the customer’s card, following the card number.
It is usually three digits. ‘Entry Error, Retry’ is
shown if less than 3 digits are keyed.
The ‘OK’ key may be pressed to bypass this prompt.
PURCHASE
Card Imprint Taken?
No Yes
This screen appears to prompt the operator to
take a card imprint. Once the imprint is taken,
press the yellow key to select YES. Selecting
NO cancels the transaction.
PURCHASE
Purchase Amount?
The prompt to enter the amount is then displayed.
Type the amount, with cents, no decimal point,
and then press the green OK key.
The Damaged Card function must be enabled for this terminal. If not enabled,
‘NOT ALLOWED’ is displayed, if manual entry is attempted.
In the example shown below, a PURCHASE has been selected.
PURCHASE
Swipe card
Damaged Card, retry
If an error reading the card occurs, the prompt to
retry appears at the bottom of the screen.
Swipe the card again.
If the retry fails, key in the card-number.
PURCHASE
Account Number?
After keying starts, this screen appears. Continue
to key the card-number then press OK.
If the number entered is less than 4 digits or more
than 19 digits or is invalid, the message ‘Entry
Error, Retry’ is displayed.
PURCHASE
Card Sequence No.?
PURCHASE VOUCHER
Expiry Date (MMYY)?
Entry Error, Retry
Invalid Date, Retry
Invalid Date, Retry
Card Expired, Retry
24
This screen is presented to prompt for entry of
the two-digit Card Sequence Number from
the card.
The ‘OK’ key may be pressed to bypass this prompt.
This screen is presented to prompt for entry of
the four-digit Card Expiry Date from the card.
If the date is not four digits, or the year is invalid,
or the month is not between 01 and 12, or the
card has expired, these messages will appear
on the bottom line of the screen.
PURCHASE
Total $xxxxxx.xx
Select Account
CR
The account selection screen is then displayed.
$xxxxxx.xx is the total transaction amount.
Use a yellow function key to select the account
type CR.
PURCHASE CREDIT
Total $xxxxxx.xx
Enter PIN & OK
This screen allows PIN entry. If a CREDIT card
does not have a PIN, the customer can just
press OK.
PURCHASE XXXXXXX
Total $xxxxxx.xx
SSSSSSSS
Please wait
While the Host is processing the message, this
screen is displayed.
Ssssssss is the status of the transaction which
progresses through ‘Dialling’, ‘Connected’,
‘Sending’, and ‘Receiving’.
MERCHANT RECEIPT
Approved 08
Printing
This screen is shown when the purchase is
approved. A Transaction Receipt (Merchant
Copy) is printed.
MERCHANT RECEIPT
Declined xx
Printing
This screen is presented whilst a ‘declined
transaction’ receipt is printed. A Transaction
Receipt (Merchant Copy) is printed. (Processing
is complete and the terminal returns to the Idle
state.) xx = Declined Code.
25
Printer functions
MERCHANT RECEIPT
Cardholder to Sign
Signature Valid?
No Yes
This screen is presented to prompt the operator
to verify the cardholder’s signature. If the signature
matches the one on the card select ‘Yes’. If you
select ‘No’ the transaction is reversed.
CUSTOMER RECEIPT
Printing
This screen is presented whilst the Transaction
Receipt (Customer Copy) is printed.
The transaction is now complete and the terminal returns to idle state. If REFUND
was selected initially, the card entry is as above and the transaction completes as for
a normal REFUND.
For all transactions which require a printed receipt, a warning will display if the printer runs out
of paper or the printer cover is open. (The paper has a pink colour approximately one metre
from the end of the roll).
If the paper runs out or the cover is open, then follow the below processing. The transaction
result displayed on the screen still stands, regardless of the paper running out.
MERCHANT RECEIPT
Approved 00
PRINTER COVER OPEN
The printer cover is open. The terminal beeps.
You now have time to fix the problem.
MERCHANT RECEIPT
Approved 00
PRINTER OUT OF PAPER
The printer has run out of paper. The terminal
beeps. You now have time to fix the problem.
MERCHANT RECEIPT
Reprint now?
No Yes
This screen appears when the problem has been
fixed. Select ‘Yes’ to reprint the receipt and
complete the transaction. A ‘customer receipt’
may also be printed as usual.
MERCHANT RECEIPT
USE PAPER RECORD
Approved 00
Ref. No. xxxxxx
If ‘No’ is selected above or time runs out before
the problem is fixed, this screen appears.
This screen remains for a period or until ‘clear’
or ‘cancel’ is pressed.
You can also use the ‘Duplicate Receipt’ function
to reprint the receipt.
Record the Reference Number from the screen above, for the approved transaction, on a
paper ‘card transaction voucher (CC595)’. A copy of this voucher is given to the customer
as their record of the transaction. You should keep your copy of the voucher for six months.
As this type of transaction is processed online, payment is received via your daily settlement
and, as such, your copy of the card transaction voucher is a record only and should not
be banked.
26
27
Duplicate receipts
Online transactions can still be processed even if you have no paper. The transaction
processing procedure remains the same, but a card transaction record voucher must be
completed, as above, including the Reference Number from the screen. More paper rolls
can be ordered through the Stationery IVR service on 1800 007 251.
Other errors
If you are unsure whether the last transaction you processed was approved, perhaps
because the tally roll jammed, you can clear the printer and use the duplicate receipt
function to verify the outcome of the transaction. Instead of re-inputting the transaction
which may double charge the cardholder, the duplicate receipt function allows you to
reprint the last completed transaction. It will show all the details of the transaction and
whether the transaction was approved.
If your printer is jammed or fails to print, then remove the paper so that processing
procedures on the previous page can be used.
You can also use the ‘Duplicate Receipt’ function to reprint the last receipt attempted.
Screen
COMMONWEALTH BANK
EFTPOS
READY
PUR REF EFT SYS
EFT
1 Cashout Trans
2 MOTO Trans
3 Totals
4 Duplicate Receipt
5 Administration
6 Special Functions
28
Definition
The 4th line is a ‘horizontal’ menu.
EFT Other Functions is selected using the
yellow key underneath ‘EFT’.
This is a ‘vertical’ menu. The first 4 lines are
displayed. Use the ‘up’ or ‘down’ keys to see
the other items.
Duplicate Receipt is selected by keying the number
next to ‘Duplicate Receipt’, in this example, 4.
DUPLICATE RECEIPT
Printing…
This screen is presented while a duplicate of the
last transaction receipt is printed. After printing
the terminal returns to the Main Menu.
DUPLICATE RECEIPT
No Transaction
If there is no last transaction in memory, this
message is displayed briefly before the terminal
returns to the Main Menu.
29
Total reports
Reconciliation – the process by which the value of transactions processed through your
terminal is deposited to your nominated bank account. Payment for your transactions occurs
automatically once a day. By using this function you can initiate a settlement prior to the
automatic settlement. Once the reconciliation has gone for processing it will print a receipt.
NOTE: A merchant initiated settlement is available between 0.01 and 21.45 (EST).
If settlement is not initiated during this time frame, the Bank will settle on
your behalf at 21.45 (EST).
Previous settlement – this function allows you to view the totals of your previous settlement.
Cumulative totals – indicates the business transacted through the terminal since the last
reconciliation you processed.
Screen
COMMONWEALTH BANK
EFTPOS
READY
PUR REF EFT SYS
30
Definition
The 4th line is a ‘horizontal’ menu.
EFT Other Functions is selected using the
yellow key underneath ‘EFT’.
EFT
1 Cashout Trans
2 MOTO Trans
3 Totals
4 Duplicate Receipt
5 Administration
6 Special Functions
This is a ‘vertical’ menu. The first 4 lines are
displayed. Use the ‘up’ or ‘down’ keys to see
the other items.
Totals are selected by keying the number next to
‘Totals’, in this example, 3.
EFT MENU
Password?
A valid Manager Password is required for entry to
this menu.
‘Incorrect, Retry’ is displayed if the password
entered is incorrect.
TOTALS
1 Reconciliation
2 Last Settlement
3 Cumulative Totals
This screen is presented to allow selection of the
Totals menu item.
Select the type of Total you wish to use, by
pressing the number next to that Total option.
The terminal will then print that total.
To select Reports:
Screen
COMMONWEALTH BANK
EFTPOS
READY
PUR REF EFT SYS
Definition
The 4th line of the ready screen is a
‘horizontal’ menu.
EFT is selected using the yellow key
underneath ‘EFT’.
EFT
1 Cashout Trans
2 MOTO Trans
3 Totals
4 Duplicate Receipt
5 Administration
6 Special Functions
This is a ‘vertical’ menu. The first 4 lines are displayed
Use the ‘up’ or ‘down’ keys to see the other items.
Admin is selected by keying the number next to
‘Administration’, in this example, 5.
ADMINISTRATION
1 Voucher Entry
2 Reports
3 Limits
This screen is presented to allow selection of the
Administration menu item.
Press ‘2’ to select Reports.
1 USERS REPORT
Press ‘1’ to select Users Report.
TRANSACTIONS REPORT
REPORT
Printing…
This screen display while the report is printing on
the terminal.
If there are no transactions recorded, then ‘No
Transactions’ is displayed briefly.
31
Changing passwords
Passwords are required to access many of the terminal functions, to protect you from
unauthorised use of the terminal. There are several password levels available.
Operator Password allows you to complete Refund transactions up to a limit specified by
the Manager. Multiple operators or users may be setup, each with a different password
and similar or differing limits.
Manager Password allows access to the Totals, Administration and System menus and
to approve Refunds above the Operator limit and below the terminal refund limit.
Note: ‘Special Functions’ in the EFT Menu requires a Bank or Help-desk password.
Screen
COMMONWEALTH BANK
EFTPOS
READY
PUR REF EFT SYS
EFT
1 Cashout Trans
2 MOTO Trans
3 Totals
4 Duplicate Receipt
5 Administration
6 Special Functions
EFT MENU
Password?
32
Definition
The 4th line is a ‘horizontal’ menu.
EFT Other Functions is selected using the
yellow key underneath ‘EFT’.
This is a ‘vertical’ menu. The first 4 lines are
displayed. Use the ‘up’ or ‘down’ keys to see
the other items.
Admin is selected by keying the number next to
‘Administration’, in this example, 5.
ADMINISTRATION
1 Voucher Entry
2 Reports
3 Limits
4 User Passwords
This screen is presented to allow selection of the
Administration menu item. The last option: ‘4.
User Passwords’ may be seen by pressing the
‘down’ button.
Press the number ‘4’ to select ‘User Passwords’.
USER PASSWORDS
1 Add Operator
2 Change Operator
3 Delete Operator
4 Change Manager
This screen is presented to allow selection of the
Password menu item. The last option: ‘4. Print
User Report’ may be seen by pressing the
‘down’ button.
Press the number ‘1’ to select ‘Add a New User’.
ADD OPERATOR
User Name?
This screen prompts for the new user’s name.
Alpha characters are entered as per a mobile
phone, e.g. enter A twice to select letter B.
ADD OPERATOR
Password?
This screen prompts for the new user’s password.
If the Password has already been allocated,
‘Used, Try Again…’ will be displayed briefly
and another password may be selected.
If OK, ‘Record Added…’ will be displayed briefly.
Processing returns to ‘Add Operator’.
A valid Manager Password is required for entry to
this menu.
‘Incorrect, Retry’ is displayed if the password
entered is incorrect.
33
Changing user’s details
USER PASSWORDS
1 Add Operator
2 Change Operator
3 Delete Operator
4 Change Manager
CHANGE USER DETAIL
User Name:
< user name >
Prev Next
This option allows the details for an existing user
to be changed. The operator may browse through
the list and select a user to be changed by
pressing the OK key.
CHANGE USER DETAIL
Password?
Once a user has been selected, the operator is
prompted to enter a new Password for the user.
Note. Password digits are echoed to the display
as ‘*’ characters.
CHANGE USER DETAIL
Password (again)?
USER PASSWORDS
1 Add Operator
2 Change Operator
3 Delete Operator
4 Change manager
DELETE A USER
User Name:
< user name >
Prev Next
34
Press the number ‘2’ to select ‘Change User Detail’.
The operator is prompted to confirm the new
Password for the user. If the Password has
already been allocated, ‘Used, Try Again…’
will be displayed briefly and another password
may be selected.
If OK, ‘Record Added…’ will be displayed briefly.
Processing returns to select another User.
Press the number ‘3’ to select ‘Delete Operator’.
The operator may browse through the list and
select a user to be deleted by pressing the OK key
‘Record Deleted…’ will be displayed briefly.
The ‘Select User’ screen is then represented
to allow additional users to be deleted –
if required.
Changing limits
The terminal requires the input of a password for all refund transactions. You can set two
(Operator and Manager) levels of Refund Limit, to help control access to the refund facility
and to provide greater protection against fraud. For further protection, the Bank has also set a
maximum terminal limit. (You will need to contact the Bank to make refunds above this limit.)
The Manager password allows processing of refunds up to the terminal’s limit or a lesser
amount set by you. The Operator password only allows refunds up to the limit set for all
operators. For example, if the Operator limit is set to $50.00, all refunds under this amount
can be made by inputting either the Manager password or any Operator password, whilst
any refund above $50.00 and up to the Manager or terminal limit can only be processed
with the Manager password.
Screen
Definition
COMMONWEALTH BANK
EFTPOS
READY
PUR REF EFT SYS
The 4th line of the ready screen is a ‘horizontal’
menu.
Select EFT Other Functions using the yellow
key underneath ‘EFT’.
EFT
1 Cashout Trans
2 MOTO Trans
3 Totals
4 Duplicate Receipt
5 Administration
6 Special Functions
This is a ‘vertical’ menu. The first 4 lines are
displayed. Use the ‘up’ or ‘down’ keys to see
the other items.
Admin is selected by keying the number next to
‘Administration’, in this example, 5.
EFT MENU
Password?
A valid Manager Password is required for entry
to this menu.
‘Incorrect, Retry’ is displayed if the password
entered is incorrect.
35
Other terminal functions
This screen is presented to allow selection of the
Administration menu item.
Press ‘3’ to select updating of Limits.
A number of specialised functions are accessed from the System Menu, accessible with the
Manager Password.
LIMITS
1 Refunds
Press ‘1’ to select updating of Refund Limits.
All other functions must only be used when advised to do so by the Bank’s Help Desk.
LIMITS
1 Manager Limit
2 Operator Limit
Press ‘1’ to select updating of Manager Limit
or ‘2’ for the limit for Operators.
LIMITS
Manager Limit?
$0.00
The current limit value is shown on the third line.
Enter the desired new limit value and press OK.
The limit-type screen above is then shown again.
LIMITS
Operator Limit?
$0.00
If Operator limit was selected, this screen is shown.
The current limit for all operators is shown.
Enter the desired new limit value and press OK.
The limit-type screen above is then shown again.
ADMINISTRATION
1 Voucher Entry
2 Reports
3 Limits
36
The only function recommended for general use is ‘Reboot’, which restarts the terminal if it
has locked up or you are advised to do so by the Bank’s Help Desk.
Screen
Definition
COMMONWEALTH BANK
EFTPOS
READY
PUR REF EFT SYS
The 4th line of the ready screen is a ‘horizontal’
menu.
System Menu is selected using the yellow key
underneath ‘SYS’.
SYSTEM
1 Configuration
2 Reboot
3 Applications
4 Diagnostics
This screen is presented to allow selection of the
System menu item.
Press the number ‘2’ to select ‘Reboot’.
RESTART TERMINAL
Proceed?
No Yes
The operator is prompted to confirm their request
to reboot the terminal. If the operator chooses
YES to restart the terminal, the terminal will
power off and restart. If the operator chooses
NO to not restart the terminal, the ‘System’
menu options screen is represented.
37
Transacting using MOTO
(Mail Order/Telephone Order)
MOTO processing allows you to perform a credit card transaction for purchases or refunds
made via telephone or mail. Only purchase and refund transactions can be processed through
MOTO. As the transaction is conducted over the phone or through the mail there is no
requirement for a signature. The rules governing MOTO transactions are provided to you on
approval. You should ensure that you and your staff are fully aware of the responsibilities of
conducting MOTO transactions. MOTO transactions are always processed online. Offline
voucher processing option is not available.
Screen
COMMONWEALTH BANK
EFTPOS
READY
PUR REF EFT SYS
The 4th line of the ready screen is a ‘horizontal’
menu.
EFT Other Functions is selected using the
yellow key underneath ‘EFT’.
EFT
1 Cashout Trans
2 MOTO Trans
3 Totals
4 Duplicate Receipt
5 Administration
6 Special Functions
This is a ‘vertical’ menu. The first 4 lines are
displayed. Use the ‘up’ or ‘down’ keys to see
the other items.
MOTO is selected by keying ‘2’.
MOTO TRANSACTION
1 MOTO Purchase
2 MOTO Refund
This screen is presented to allow selection of
the MOTO type.
Press ‘1’ to select entry of a Purchase.
(For a Refund, press ‘2’, then follow the same
procedure below.)
MOTO PURCHASE
Account Number?
38
Definition
This screen is presented to prompt for
customer’s Card Number entry.
‘MOTO PURCHASE’ or ‘MOTO REFUND’
displays depending on the transaction type.
MOTO PURCHASE
Account Number?
Entry Error, Retry
If the number entered is less than 4 or more than
19 digits or is invalid, this error is displayed and
the entry may be retried.
MOTO PURCHASE
Expiry Date (MMYY)?
This screen is presented to prompt for entry of
the four-digit Card Expiry Date from the voucher.
Entry Error, Retry
Invalid Date, Retry
Invalid Date, Retry
Card Expired, Retry
If the date is not four digits, or the year is invalid,
or the month is not between 01 and 12, or the
card has expired, these messages will appear on
the bottom line of the screen.
MOTO PURCHASE
Purchase Amount?
‘Purchase’ or ‘Refund’ will display depending on
the type of transaction. Enter the amount, then ‘OK’.
MOTO PURCHASE CREDIT
Total $xxxxxx.xx
SSSSSSSS
Please wait
While the Host is processing the message,
this screen is displayed.
Ssssssss is the status of the transaction which
progresses through ‘Dialling’, ‘Connected’,
‘Sending’, and ‘Receiving’.
MOTO RECEIPT
Approved 08
Printing
This screen is shown when the MOTO is
approved. A MOTO Receipt is printed.
MOTO RECEIPT
Rejected xx
Printing
This screen is shown when the MOTO is NOT
approved. xx = Rejected code.
MOTO PURCHASE CREDIT
EFT Unavailable
Process Later
This screen is shown where the Host was
unavailable or the transaction timed out.
Offline processing is not available for MOTO.
Try again later.
39
XPOS
MOTO Purchase
MOTO Refund
COMMONWEALTH BANK
EFTPOS
RETAILER NAME ADDRESS
MERCH: 123456789012345
TERMINAL:
12345678
COMMONWEALTH BANK
EFTPOS
RETAILER NAME ADDRESS
MERCH: 123456789012345
TERMINAL:
12345678
MOTO
CARD: 53531600000077777
EXPIRY DATE: 12/09
CREDIT
000141
PURCHASE
$ 6.00
TOTAL AUD
$ 6.00
KEYCARD
MOTO APPROVED 08
31 DEC 2009 08:52
MOTO
CARD: 53531600000077777
EXPIRY DATE: 12/09
CREDIT
000141
REFUND $ 6.00
TOTAL AUD
$ 6.00
KEYCARD
MOTO APPROVED 08
31 DEC 2009 08:52
XPOS is an additional software application that will be available in 2005 by
request on the EFTPOS LITE terminal.*
XPOS turns your EFTPOS LITE terminal into a virtual store allowing you to sell products and
services in the form of a voucher printed from the terminal. Products available range from
pre-paid mobile recharge, internet recharge, calling cards, SMS, ringtones and CityLink
tolling passes.
Using XPOS is as easy as selecting a product from a menu on the EFTPOS LITE terminal,
accepting payment, then printing the product. XPOS automates the physical distribution of
products and services providing the benefits of eliminating capital outlay, shelf space
requirements and reducing the chance of theft.
If you already have XPOS please refer to your XPOS Operator Guide for instructions on
processing XPOS transactions.
If you would like to inquire about having XPOS installed on your terminal for no additional
cost, please contact the Business Line on 13 1998, Monday to Friday, 9am-5pm.
* Standard EFTPOS fees and charges still apply.
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41
Terminal error messages
Terminal display
Printer message
Code
APPROVED
APPROVED 00
00
DECLINED 01
REFER CARD ISSUER
DECLINED 01
01
DECLINED 01
PLEASE CONTACT AMEX HELP DESK
DECLINED 01
01
INVALID MERCHANT
DECLINED 03
03
SIGNATURE REQUIRED
REFERENCE XXXXXXX
VALID SIGNATURE?
NO/YES
APPROVED 08
08
APPROVED
APPROVED 11
11
DECLINED 12
INVALID TRANSACTION
OTHER PAYMENT REQUIRED
DECLINED 12
12
DECLINED 13
INVALID AMOUNT
PLEASE TRY AGAIN
DECLINED 13
13
DECLINED 14
CARD NUMBER INVALID
OTHER PAYMENT REQD
DECLINED 14
14
DECLINED 19
PROCESSING ERROR
PLEASE TRY AGAIN
DECLINED 19
DECLINED 30
PROCESSING ERROR
PLEASE TRY AGAIN
DECLINED 30
42
Terminal display
Printer message
Code
DECLINED 31
CARD NOT SUPPORTED
OTHER PAYMENT REQD
DECLINED 31
31
DECLINED 33
PHONE AUTH CENTRE
DECLINED 33
33
DECLINED 39
CREDIT ACCOUNT NOT LINKED
TO CARD
DECLINED 39
39
DECLINED 41
PHONE AUTH CENTRE
DECLINED 41
41
DECLINED 43
PHONE AUTH CENTRE
DECLINED 43
43
DECLINED 51
REFER CARD ISSUER
DECLINED 51
51
DECLINED 52
CHEQUE ACCOUNT NOT LINKED
TO CARD
DECLINED 52
52
DECLINED 53
SAVINGS ACCOUNT NOT LINKED
TO CARD
DECLINED 53
53
19
DECLINED 54
PHONE AUTH CENTRE
DECLINED 54
54
DECLINED 55
55
30
DECLINED 55
INCORRECT PIN
TRY AGAIN?
NO/YES
43
Terminal display
Printer message
Code
DECLINED 56
CARD NOT VALID
OTHER PAYMENT REQD
DECLINED 56
56
DECLINED 57
TRAN NOT ALLOWED
OTHER PAYMENT REQD
DECLINED 57
57
DECLINED 58
TRAN NOT ALLOWED
OTHER PAYMENT REQD
DECLINED 58
58
DECLINED 59
PHONE AUTH CENTRE
DECLINED 59
59
DECLINED 60
PROCESSING ERROR
PHONE HELP DESK
DECLINED 60
60
DECLINED 61
DAILY LIMIT USED
OTHER PAYMENT REQD
DECLINED 61
61
DECLINED 62
TRAN NOT ALLOWED
OTHER PAYMENT REQD
DECLINED 62
62
DECLINED 67
PHONE AUTH CENTRE
DECLINED 67
67
DECLINED 75
EXCESS PIN TRIES
REFER CARD ISSUER
DECLINED 75
75
DECLINED 91
ISSUER UNAVAILABLE
VOUCHER REQD
NO ISSUER
DECLINED 91
91
44
Terminal display
Printer message
Code
DECLINED 94
DECLINED 94
94
DECLINED 96
PHONE HELP DESK
DECLINED 96
96
MAC ERROR
PHONE HELP DESK
DECLINED 98
98
DECLINED R1
PIN BLOCK ERROR
PHONE HELP DESK
DECLINED R1
R1
DECLINED S1
CALL FOR AUTH
DECLINED S1
S1
DECLINED Z1
LOWER AMOUNT OR
OTHER PAYMENT REQD
DECLINED Z1
Z1
DECLINED Z3
INVALID AMOUNT
PLEASE TRY AGAIN
DECLINED Z3
Z3
DECLINED Z6
TRY AGAIN
CARD MUST BE SWIPED
DECLINED Z6
Z6
45
Where to get Help
■
EFTPOS Help Desk
24 hours, 7 days
Call Freecall* 1800 022 966
to report terminal faults or failures.
■
Merchant enquiries
Mon to Fri 9am-5pm
Call Freecall* 1800 230 177
for general merchant enquiries,
EFTPOS transaction errors,
reconciliation errors, merchant
statement enquiries, charge card
acceptance through EFTPOS LITE,
change of address notification,
the collection of unused equipment,
business closure and the adding or
deleting of terminal functionality.
■
XPOS Help Desk
24 hours, 7 days
Call 1300 553 772 to report
XPOS faults or for instructions on how
to process XPOS transactions.
■
Authorisations
24 hours, 7 days
Call Freecall* 1800 813 700
for all over floor limit manual
debit card transactions.
Call 13 26 36 for all over floor limit
manual credit card transactions.
■
Charge cards
American Express 1300 363 614
Diners Club 1800 331 112
JCB 1800 807 974 or (02) 9959 7483
for authorisation of all over floor limit
manual charge card transactions and
any settlement problems relating to
charge card transactions.
■
Change of ownership & new
facility enquiries
Monday to Friday 8am-8pm
Call 13 1998 Whenever telephoning
any of the above numbers, please assist
by having your merchant number and
terminal number available.
■
Stationery ordering service
24 hours, 7 days
Call Freecall* 1800 007 251.
* Call to Freecall numbers are free unless made
from a mobile phone, which will be charged at
the applicable rate.
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