TERMINAL OPERATOR REFERENCE GUIDE V1.0 · PDF fileTERMINAL OPERATOR REFERENCE GUIDE V1.0 EFTPOS LITE ADB2626 XXXXXX Commonwealth Bank of Australia ABN 48 123 123 124

TERMINAL OPERATOR REFERENCE GUIDE V1.0

EFTPOS LITE

ADB2626 XXXXXXCommonwealth Bank of AustraliaABN 48 123 123 124

1

IMPORTANT NOTES 2

YOUR MERCHANT DETAILS 3

THE EFTPOS NETWORK 4

TERMINAL LAYOUT 6

TERMINAL FUNCTION DESCRIPTIONS 7

SOFTWARE FUNCTIONALITY 9

TRANSACTIONS USING DEBIT CARDS 10

TRANSACTIONS USING CREDIT CARDS 16

PROCESSING DURING DOWNTIME 20

ENTERING DOWNTIME VOUCHERS 21

DAMAGED CREDIT CARD PROCESSING 24

PRINTER FUNCTIONS 27

DUPLICATE RECEIPTS 29

TOTAL REPORTS 30

CHANGING PASSWORDS 32

CHANGING USER’S DETAILS 34

CHANGING LIMITS 35

OTHER TERMINAL FUNCTIONS 37

TRANSACTING USING MOTO (MAIL ORDER/TELEPHONE ORDER) 38

XPOS 41

TERMINAL ERROR MESSAGES 42

WHERE TO GET HELP 46

Contents

3

Your merchant details

■ Do not allow any unauthorised use ofyour terminal.

■ Do not be persuaded to allowtransactions to be processed contrary to our guidelines.

■ Customers should only have access to your terminal to input their PIN.

■ Do not process damaged debit (chequeor savings) cards.

■ Check transactions by circling the type oftransaction 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 thetransaction, card or card presenter,contact the Authorisation Centreimmediately on 13 26 36 for credit cards and Freecall* 1800 813 700for debit cards.

■ Failure to heed a terminal warningmessage may result in lost value to you.

■ Ensure your passwords remainconfidential. Do not locate passwordsnear the terminal. Change passwordsregularly.

* Call to Freecall numbers are free unless made from a mobile phone, which will be charged at theapplicable rate.

2

Important notes

Trading name:

Trading address:

Commonwealth Bank merchant number:

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:

The above is confidential information and should only be known to yourselfand authorised staff.

CARE:

There are many features to theEFTPOS network:

■ Card – credit card, debit card and charge card for which the magnetic stripecontains the cardholder information to be transmitted electronically.

■ Terminal – reads the informationcontained on the magnetic stripe of eachcard. Allows for the secure transfer oftransaction and PIN to the card issuingbank’s computer system.

■ Terminal message – each transactionsends a message to the bank requestingan action. The transaction is onlycompleted when a response from the bank is received.

■ Inter-bank network – all major banksand credit unions are connected to each other. This allows cards issued by one bank to be used at another bank’s terminals/merchants. Messagesare passed between banks to allowauthorisation and settlement of transactions.

■ Credit card schemes – MasterCard, Visa and Bankcard are member controlledorganisations that determine rules to befollowed for the security of bothcardholder and merchant.

■ Card issuers worldwide – are all thosebanks worldwide which issue credit cardsfor use by their customers.

5

The EFTPOS network is very complex, with many parties involved in processingtransactions. All parties to the network worktogether so that the system can cope with

the large volumes processed. Each day thereis an average of over 2.5 million transactionspassing through the Australian EFTPOSnetwork. The diagram below shows themany players in the EFTPOS network.

4

The EFTPOS network

Card issuersworldwide

American Express,Diners Club, JCB

Other Australiancard issuers

Commonwealth

Bank CARDS

Commonwealth Bank

EFTPOS SYSTEM

PSTN dial-up

EFTPOS terminal

CommonwealthCommonwealth Bank

TUV

8PRS

GHI JKL MNO

WXY

DEFABCQZ

9

65

321

4

7 CLEAR

CANCEL

F1

OK

F2 F3

F4

0

6

1. SmartCard Reader – this reader at thetop of the terminal is for future use withSmartCards.

2. Terminal Display – the screen displaysall the messages and directions to theuser, as well as terminal error messages(see attached list of ‘terminal errormessages’ on pages 42-45).

3. Yellow ‘Function’ Keys (4) – thesebuttons are located under the terminaldisplay and are used to select optionsdisplayed. The options to be selected willbe above the corresponding key.

4. Grey ‘Paper Feed’ Key – Whenpressed, advances printer 1 line.

5. Red ‘Cancel’ Key – cancel the currenttransaction or data entry. Do not allow the cardholder to use this button.

6. Yellow ‘Clear’ Key – This button willallow you to step back through thescreens or to clear a number if an error or incorrect amount has been keyed in.Do not allow the cardholder to use thisbutton. If pressed when no data ispresent in the data entry buffer, the keyacts the same as the ‘Cancel’ key.

7

Terminal function descriptionsTerminal layout

CommonwealthCommonwealth Bank

TUV

8PRS

GHI JKL MNO

WXY

DEFABCQZ

9

65

321

4

7 CLEAR

CANCEL

F1

OK

F2 F3

F4

0

5. Red ‘Cancel’ key

6. Yellow ‘Clear’ key

7. Green ‘OK’ key

9. Grey ‘Up’ and ‘Down’ keys8. Alpha numeric keys

10. Magnetic Stripe card reader

11. SAM Insertion slots

4. Grey ‘Paper Feed’ key

3. Yellow ‘function’ keys

1. SmartCard reader

2. Terminal display

7. Green ‘OK’ Key – Complete a data entryfunction (returning data entered).

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 areused to input monetary amounts and toselect options when using the terminal.The ‘alpha’ keys are also used forentering passwords and PINs.

The ‘0’ or zero key is also used toaccess further function key options. If theoption you want is not one of the fourdisplayed across the bottom line of thescreen, then pressing the zero key once,will display a further set of up to fourfunction-key options. Press zero again toreturn to the original four options.

The numeric keys are also used to selectan item from a vertical menu, whichshows one numbered menu item oneach line of the screen. Press a numberkey once to choose a numbered itemfrom the menu.

9. Grey ‘Up’ and ‘Down’ Keys – the ‘^’ or ‘up’ key moves you to the next menupage, when a vertical menu is displayed.If pressed at the last page, the first pageis displayed.

9

Software functionality

The ‘v’ or ‘down’ key moves you to theprevious menu page, when a verticalmenu is displayed. If pressed at the first page, the last page is represented.Press a number key once to choose anumbered item from the menu.

10. Magnetic Stripe Card Reader – thecustomer’s card is swiped through theslide 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 itwill be read.

11. SAM Insertion Slots – the electronicchips (SAMs) used with the optionalXPOS functions are inserted here. Seethe separate XPOS Operator’s Guide.

8

When you applied for the EFTPOS LITE terminal, a range of different software applicationswere 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 thecard is not present (NB: you must be a Commonwealth Bank authorised MOTO merchantto process these transactions);

■ Offline Voucher – the ability to produce a voucher for the customer’s signature fortransactions over your floor limit if the host is not available or there is a communicationproblem. 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 theappropriate time. For example the following two screens show the EFT screen, which showsEFT functions other than Purchase or Refund. The first shows when mail/telephone order andcashout functions are switched on, the second shows when cashout only is switched on.

Screen Definition

COMMONWEALTH BANK With MOTO and CASHOUT functions enabled.1 Cash2 Moto3 Totals

COMMONWEALTH BANK With CASHOUT function enabled.1 Cash2 Totals

3 Duplicate Receipts

■ 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 screenprompts. 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.

1110

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 Definition

COMMONWEALTH BANK The 4th line is a ‘horizontal’ menu. EFTPOSREADY

PUR REF EFT SYS

■ 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.

If PURCHASE is selected:

Screen Definition

PURCHASE This prompt to swipe the customer’s card appears.Swipe card The current transaction type shows at the top.

If a card was swiped to start the Purchase, the Amount screen below is shown.

PURCHASE If an error reading the card occurs, the prompt to Swipe card retry appears at the bottom of the screen.

Card Error, retry Swipe the card again.

PURCHASE The prompt to enter the amount is then displayed.Purchase Amount? Type the amount, with cents, no decimal point,

$0.00 and then press the green OK key.

If CASHOUT is also required:

Screen Definition

PURCHASE If CASHOUT is allowed at this terminal,Cashout Amount? this prompt appears.

$0.00 Type the amount of cash requested, with cents, nodecimal point, and then press the green OK key. If no cash is required, just press the OK key.

PURCHASE If the transaction includes a cashout amount,Total $xxxxxx.xx then CR is not a valid selection and this screenSelect Account is displayed. Select CHQ or SAV.

CHQ SAV

PURCHASE XXXXXXX This screen allows PIN entry. XXXXXXX is theTotal $xxxxxx.xx account-type selected above, ‘ Cheque’,Enter PIN & OK ‘Savings’ or ‘ Credit’.

PURCHASE XXXXXXX If a PIN is entered but is less than 4 digits, Total $xxxxxx.xx this message appears.Enter PIN & OK Enter PIN again.

Min. 4 digits, retry

PURCHASE XXXXXXX While the Host is processing the message,Total $xxxxxx.xx this screen is displayed.

SSSSSSSS Ssssssss is the status of the transaction which Please wait progresses through ‘Dialling’, ‘Connected’,

‘Sending’, and ‘Receiving’.

1312

If CASHOUT only is required:

Screen Definition

COMMONWEALTH BANK The 4th line of the ready screen is a ‘horizontal’ EFTPOS menu. EFT Other Functions is selected using the READY yellow key underneath ‘EFT’.

PUR REF EFT SYS

If EFT is selected:

Screen Definition

EFT This is a ‘vertical’ menu. The first 4 lines are 1 Cashout Trans displayed. Use the ‘up’ or ‘down’ keys to see 2 MOTO Trans the other items.

3 Totals Cashout is selected by keying ‘1’.4 Duplicate Receipt

5 Administration6 Special Functions

If CASHOUT is selected:

Screen Definition

CASHOUT This prompt to swipe the customer’s card appears.Swipe card The current transaction type shows at the top.

CASHOUT If an error reading the card occurs, the prompt to Swipe card retry appears at the bottom of the screen.


CASHOUT The prompt to enter the amount is then displayed.Cashout Amount? Type the amount, with cents, no decimal point,


CASHOUT $xxxxxx.xx is the total transaction amount.Total $xxxxxx.xx Use a yellow function key to select the account type.Select Account

CHQ SAV

CASHOUT XXXXXXX This screen allows PIN entry. XXXXXXX is the Total $xxxxxx.xx account-type selected above, ‘ Cheque’, ‘Savings’.Enter PIN & OK

CASHOUT XXXXXXX While the Host is processing the message,Total $xxxxxx.xx this screen is displayed.



If REFUND is required:

Screen Definition

COMMONWEALTH BANK The 4th line of the ready screen is a EFTPOS ‘horizontal’ menu. READY REF is selected using the yellow key

PUR REF EFT SYS underneath ‘REF’.

EFT A valid Manager Password or Operator Password Password? is required for all Refund transactions.

REFUND This prompt to swipe the customer’s card appears.Swipe card The current transaction type shows at the top.

REFUND The prompt to enter the amount is then displayed.Refund Amount? Type the amount, with cents, no decimal point


REFUND $xxxxxx.xx is the total transaction amount.Total $xxxxxx.xx Use a yellow function key to select the Select Account account type.CHQ SAV CR

REFUND XXXXXXX This screen allows PIN entry. XXXXXXX is the Total $xxxxxx.xx account-type selected above, ‘Cheque’,Enter PIN & OK ‘Savings’ or ‘ Credit’. If a CREDIT card does

not have a PIN, the customer can just press OK.

15

REFUND XXXXXXX While the Host is processing the message,Total $xxxxxx.xx this screen is displayed.

SSSSSSSS Ssssssss is the status of the transaction whichPlease wait progresses through ‘Dialling’, ‘Connected’,


Incorrect PIN:

Screen Definition

<Type> <acnt> If the Host response indicates an incorrect PINTotal $xxxxxx.xx (Response Code = 55), this screen is displayed.

PIN Error, Re-enter? If Yes is selected, then another PIN may be No Yes 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 This screen is shown when the purchase is Approved 00 approved. A Transaction Receipt (Merchant Copy)

Printing is printed.

MERCHANT RECEIPT This screen is presented whilst a ‘declined Declined xx transaction’ receipt is printed. A Transaction

Printing Receipt (Merchant Copy) is printed. (Processing is complete and the terminal returns to the Idle state.) xx is the declined code.

CUSTOMER RECEIPT This screen is presented whilst the Transaction Printing Receipt (Customer Copy) is printed.

The transaction is now complete and the terminal returns to idle state.


14

Purchase Cashout Refund

COMMONWEALTH BANKEFTPOS

RETAILER NAME ADDRESSMERCH: 123456789012345TERMINAL: 12345678

MERCHANT COPYCARD: 560279 777EXPIRY DATE: 12/09SAVINGS 000141PURCHASE $ 6.00TOTAL AUD $ 6.00KEYCARDRESPONSE CODE 0031 DEC 2009 08:52



MERCHANT COPYCARD: 560279 777EXPIRY DATE: 12/09SAVINGS 000141CASHOUT $ 6.00TOTAL AUD $ 6.00KEYCARDRESPONSE CODE 0031 DEC 2009 08:52



MERCHANT COPYCARD: 560279 777EXPIRY DATE: 12/09SAVINGS 000141REFUND $ 6.00TOTAL AUD $ 6.00KEYCARDRESPONSE CODE 0031 DEC 2009 08:52

1716

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 Definition

COMMONWEALTH BANK The 4th line is a ‘horizontal’ menu. EFTPOSREADY

PUR REF EFT SYS

■ 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.

If PURCHASE is selected:

Screen Definition

PURCHASE This prompt to swipe the customer’s card appears.Swipe card The current transaction type shows at the top.

If a card was swiped to start the Purchase,the Amount screen below is shown.

PURCHASE If an error reading the card occurs, the promptSwipe card to retry appears at the bottom of the screen




If EFT is selected:

Screen Definition


3 Totals Cashout is selected by keying ‘1’.4 Duplicate Receipt


If REFUND is required:

Screen Definition

COMMONWEALTH BANK The 4th line of the ready screen is aEFTPOS ‘horizontal’ menu.READY REF is selected using the yellow key

PUR REF EFT SYS underneath ‘REF’.

EFT A valid Manager Password or Operator Password Password? is required for all Refund transactions.

REFUND This prompt to swipe the customer’s card appears.Swipe card The current transaction type shows at the top.

REFUND The prompt to enter the amount is then displayed.Refund Amount? Type the amount, with cents, no decimal point


REFUND $xxxxxx.xx is the total transaction amount.Total $xxxxxx.xx Use a yellow function key to select the Select Account account type.CHQ SAV CR

REFUND XXXXXXX This screen allows PIN entry. XXXXXXX is the Total $xxxxxx.xx account-type selected above, ‘ Cheque’,Enter PIN & OK ‘Savings’ or ‘ Credit’. If a CREDIT card does

not have a PIN, the customer can just press OK.

1918

REFUND XXXXXXX While the Host is processing the message,Total $xxxxxx.xx this screen is displayed.

SSSSSSSS Ssssssss is the status of the transaction whichPlease wait progresses through ‘Dialling’, ‘Connected’,


If the transaction is approved by the Host, the screen will show APPROVED. Receipt printingthen occurs.

MERCHANT RECEIPT This screen is shown when the purchase is Approved 00 approved. A Transaction Receipt (Merchant Copy)

Printing is printed.


Printing Receipt (Merchant Copy) is printed. (Processing is complete and the terminal returns to the Idle state.) xx is the declined code.

MERCHANT RECEIPT This screen is presented to prompt the operator Cardholder to Sign to verify the cardholder’s signature.

Signature Valid? If No is selected, the transaction is cancelled.No Yes



Purchase Refund

COMMONWEALTH BANKEFTPOSRETAILER NAME ADDRESSMERCH: 123456789012345TERMINAL: 12345678

MERCHANT COPYCARD: 535317 777EXPIRY DATE: 12/09CREDIT 000141PURCHASE $ 6.00TOTAL AUD $ 6.00CBA MASTER CARD

REF NO.:**SIGNATURE REQUIRED**X ..........................................PLEASE SIGN HERE

RESPONSE CODE 0031 DEC 2009 08:52


MERCHANT COPYCARD: 535317 777EXPIRY DATE: 12/09CREDIT 000141REFUND $ 6.00TOTAL AUD $ 6.00CBA MASTER CARD

REF NO.:**SIGNATURE REQUIRED**X ..........................................PLEASE SIGN HERE

RESPONSE CODE 0031 DEC 2009 08:52

21

Entering downtime vouchers

There are times when the Bank’s hostsystem cannot be contacted or thesystem/card issuer is unavailable. In thiscase, an offline voucher receipt will print for all transactions.

If your terminal does not have offlinevouchers, you will have to use an imprinterand 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 arethe same whether the terminal provides youwith an offline voucher or you use theimprinter with manual vouchers:

■ check the commencement date andexpiry date of the card to ensure it isvalid. Ensure all details on the voucher are complete;

■ if the transaction is above your floor limit,ring for authorisation and record theauthorisation number on the voucher;

■ have the cardholder sign the voucher and check the signature against thesignature on the card;

■ do not provide cashout during downtime.

Once your EFTPOS LITE terminal isoperational again, key the transaction details for all offline voucher receipts andmanual vouchers into the terminal using the voucher entry function.

20

Processing during downtime

Screen Definition

COMMONWEALTH BANK The 4th line of the ready screen is a ‘horizontal’ EFTPOS menu. Select EFT Other Functions using the READY yellow key underneath ‘EFT’.

PUR REF EFT SYS

EFT This is a ‘vertical’ menu. The first 4 lines are1 Cashout Trans displayed. Use the ‘up’ or ‘down’ keys to see2 MOTO Trans the other items.

3 Totals Admin is selected by keying the number next to4 Duplicate Receipt ‘Administration’, in this example, 5.


EFT MENU A valid Manager Password is required for Password? entry to this menu.

‘Incorrect, Retry’ is displayed if the password entered is incorrect.

ADMINISTRATION This screen is presented to allow selection of 1 Voucher Entry the Administration menu item.

2 Reports Press ‘1’ to select Voucher Entry.3 Limits

4 User Passwords

If Voucher Entry is selected:

Screen Definition

VOUCHER Entry This screen is presented to allow selection of 1 Purchase the transaction type.2 Refund Press ‘1’ to select entry of a Purchase transaction.

(For a Refund transaction, press ‘2’, then follow the same procedure below).

2322

PURCHASE VOUCHER This screen is presented to prompt for AuthorisationAuth. Number? 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.

PURCHASE VOUCHER This screen is presented to prompt for entry Account Number? of customer’s Card Number.

PURCHASE VOUCHER If the number entered is less than 4 or more than Account Number? 19 digits or is invalid, this error is displayed and Entry Error, Retry the entry may be retried.

If re-entries fail, manual processing must be done.

PURCHASE VOUCHER This screen is presented to prompt for entry of the Card Sequence No.? two-digit Card Sequence Number from the voucher.

The ‘OK’ key may be pressed to bypass this prompt.

PURCHASE VOUCHER This screen is presented to prompt for entry of theExpiry Date (MMYY)? four-digit Card Expiry Date from the voucher.

Entry Error, Retry If the date is not four digits, or the year is invalid,Invalid Date, Retry or the month is not between 01 and 12, or the cardInvalid Date, Retry has expired, these messages will appear on the

Card Expired, Retry bottom line of the screen.

PURCHASE VOUCHER ‘Purchase’ or ‘Refund’ will display depending on the Purchase Amount? type of Voucher. Enter the amount, then ‘OK’.

Entry Voucher Date Enter date

Entry Voucher TIME Enter time

PURCHASE VOUCHER While the Host is processing the message,Total $xxxxxx.xx this screen is displayed.

SSSSSSSS SSSSSSSS is the status of the transaction whichPlease wait progresses through ‘Dialling’, ‘Connected’,


VOUCHER RECEIPT This screen is shown when the voucher is Approved approved. An Offline Voucher Received Receipt Printing is Printed.

VOUCHER RECEIPT This screen is shown when the voucher is NOTRejected approved. An Offline Voucher Rejected Printing Receipt is printed.

Offline Voucher Offline Entry Receipt


OFFLINE VOUCHERCARD: 56027900000077777CARD SEQUENCE NUMBER: 01EXPIRY DATE: 12/09SAVINGS 000141PURCHASE $ 6.00

AUTH NO.**SIGNATURE REQUIRED**

X ..........................................PLEASE SIGN HERE

31 DEC 2009 08:52


VOUCHER ENTRYCARD: 56027900000077777EXPIRY DATE: 12/09SAVINGS 000141PURCHASE $ 6.00TOTAL AUD $ 6.00

31 DEC 2009 08:52CBA MASTERCARD

RECEIVED FORPROCESSING

31 DEC 2009 14:15

2524

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.

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 If an error reading the card occurs, the prompt to Swipe card retry appears at the bottom of the screen.

Damaged Card, retry Swipe the card again.If the retry fails, key in the card-number.

PURCHASE After keying starts, this screen appears. Continue Account Number? to key the card-number then press OK.

If the number entered is less than 4 digits or morethan 19 digits or is invalid, the message ‘Entry

Error, Retry’ is displayed.

PURCHASE This screen is presented to prompt for entry of Card Sequence No.? the two-digit Card Sequence Number from

the card.The ‘OK’ key may be pressed to bypass this prompt.

PURCHASE VOUCHER This screen is presented to prompt for entry of Expiry Date (MMYY)? the four-digit Card Expiry Date from the card.

Entry Error, Retry If the date is not four digits, or the year is invalid, Invalid Date, Retry or the month is not between 01 and 12, or the Invalid Date, Retry card has expired, these messages will appear

Card Expired, Retry on the bottom line of the screen.

PURCHASE This screen is presented to prompt for entry of Card Check Value? 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 This screen appears to prompt the operator to Card Imprint Taken? take a card imprint. Once the imprint is taken,

No Yes press the yellow key to select YES. Selecting NO cancels the transaction.


and then press the green OK key.

PURCHASE The account selection screen is then displayed.Total $xxxxxx.xx $xxxxxx.xx is the total transaction amount.Select Account Use a yellow function key to select the account

CR type CR.

PURCHASE CREDIT This screen allows PIN entry. If a CREDIT card Total $xxxxxx.xx does not have a PIN, the customer can just Enter PIN & OK press OK.

PURCHASE XXXXXXX While the Host is processing the message, this Total $xxxxxx.xx screen is displayed.



MERCHANT RECEIPT This screen is shown when the purchase is Approved 08 approved. A Transaction Receipt (Merchant

Printing Copy) is printed.


Printing Receipt (Merchant Copy) is printed. (Processing is complete and the terminal returns to the Idle state.) xx = Declined Code.

For all transactions which require a printed receipt, a warning will display if the printer runs outof paper or the printer cover is open. (The paper has a pink colour approximately one metrefrom the end of the roll).

If the paper runs out or the cover is open, then follow the below processing. The transactionresult displayed on the screen still stands, regardless of the paper running out.

MERCHANT RECEIPT The printer cover is open. The terminal beeps.Approved 00 You now have time to fix the problem.

PRINTER COVER OPEN

MERCHANT RECEIPT The printer has run out of paper. The terminalApproved 00 beeps. You now have time to fix the problem.

PRINTER OUT OF PAPER

MERCHANT RECEIPT This screen appears when the problem has been Reprint now? fixed. Select ‘Yes’ to reprint the receipt and

No Yes complete the transaction. A ‘customer receipt’ may also be printed as usual.

MERCHANT RECEIPT If ‘No’ is selected above or time runs out before USE PAPER RECORD the problem is fixed, this screen appears.

Approved 00 This screen remains for a period or until ‘clear’ Ref. No. xxxxxx 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 apaper ‘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 settlementand, as such, your copy of the card transaction voucher is a record only and should not be banked.

27

Printer functions

MERCHANT RECEIPT This screen is presented to prompt the operator Cardholder to Sign to verify the cardholder’s signature. If the signature

Signature Valid? matches the one on the card select ‘Yes’. If you No Yes select ‘No’ the transaction is reversed.


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.

26

29

Online transactions can still be processed even if you have no paper. The transactionprocessing procedure remains the same, but a card transaction record voucher must becompleted, 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 your printer is jammed or fails to print, then remove the paper so that processingprocedures on the previous page can be used.

You can also use the ‘Duplicate Receipt’ function to reprint the last receipt attempted.

28

Duplicate receipts

If you are unsure whether the last transaction you processed was approved, perhapsbecause the tally roll jammed, you can clear the printer and use the duplicate receiptfunction to verify the outcome of the transaction. Instead of re-inputting the transactionwhich 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 andwhether the transaction was approved.

Screen Definition

COMMONWEALTH BANK The 4th line is a ‘horizontal’ menu. EFTPOS EFT Other Functions is selected using the READY yellow key underneath ‘EFT’.

PUR REF EFT SYS


3 Totals Duplicate Receipt is selected by keying the number 4 Duplicate Receipt next to ‘Duplicate Receipt’, in this example, 4.


DUPLICATE RECEIPT This screen is presented while a duplicate of the Printing… last transaction receipt is printed. After printing

the terminal returns to the Main Menu.

DUPLICATE RECEIPT If there is no last transaction in memory, this No Transaction message is displayed briefly before the terminal

returns to the Main Menu.

31

Reconciliation – the process by which the value of transactions processed through yourterminal is deposited to your nominated bank account. Payment for your transactions occursautomatically once a day. By using this function you can initiate a settlement prior to theautomatic 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 lastreconciliation you processed.

Screen Definition


PUR REF EFT SYS


3 Totals Totals are selected by keying the number next to4 Duplicate Receipt ‘Totals’, in this example, 3.


EFT MENU A valid Manager Password is required for entry to Password? this menu.


30

Total reports

TOTALS This screen is presented to allow selection of the 1 Reconciliation Totals menu item.

2 Last Settlement Select the type of Total you wish to use, by 3 Cumulative Totals pressing the number next to that Total option.

The terminal will then print that total.

To select Reports:

Screen Definition

COMMONWEALTH BANK The 4th line of the ready screen is aEFTPOS ‘horizontal’ menu.READY EFT is selected using the yellow key

PUR REF EFT SYS underneath ‘EFT’.

EFT This is a ‘vertical’ menu. The first 4 lines are displayed1 Cashout Trans Use the ‘up’ or ‘down’ keys to see the other items.2 MOTO Trans Admin is selected by keying the number next to

3 Totals ‘Administration’, in this example, 5.4 Duplicate Receipt


ADMINISTRATION This screen is presented to allow selection of the1 Voucher Entry Administration menu item.

2 Reports Press ‘2’ to select Reports.3 Limits

1 USERS REPORT Press ‘1’ to select Users Report.

TRANSACTIONS REPORT This screen display while the report is printing on REPORT the terminal.Printing… If there are no transactions recorded, then ‘No

Transactions’ is displayed briefly.

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Passwords are required to access many of the terminal functions, to protect you fromunauthorised 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 Definition


PUR REF EFT SYS


3 Totals Admin is selected by keying the number next to 4 Duplicate Receipt ‘Administration’, in this example, 5.


EFT MENU A valid Manager Password is required for entry toPassword? this menu.


32

Changing passwords

ADMINISTRATION This screen is presented to allow selection of the 1 Voucher Entry Administration menu item. The last option: ‘4.

2 Reports User Passwords’ may be seen by pressing the 3 Limits ‘down’ button.

4 User Passwords Press the number ‘4’ to select ‘User Passwords’.

USER PASSWORDS This screen is presented to allow selection of the 1 Add Operator Password menu item. The last option: ‘4. Print

2 Change Operator User Report’ may be seen by pressing the 3 Delete Operator ‘down’ button.

4 Change Manager Press the number ‘1’ to select ‘Add a New User’.

ADD OPERATOR This screen prompts for the new user’s name.User Name? Alpha characters are entered as per a mobile

phone, e.g. enter A twice to select letter B.

ADD OPERATOR This screen prompts for the new user’s password.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’.

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 facilityand to provide greater protection against fraud. For further protection, the Bank has also set amaximum 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 lesseramount set by you. The Operator password only allows refunds up to the limit set for alloperators. For example, if the Operator limit is set to $50.00, all refunds under this amountcan 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 The 4th line of the ready screen is a ‘horizontal’ EFTPOS menu.READY Select EFT Other Functions using the yellow

PUR REF EFT SYS key underneath ‘EFT’.

EFT This is a ‘vertical’ menu. The first 4 lines are1 Cashout Trans displayed. Use the ‘up’ or ‘down’ keys to see 2 MOTO Trans the other items.

3 Totals Admin is selected by keying the number next to 4 Duplicate Receipt ‘Administration’, in this example, 5.


EFT MENU A valid Manager Password is required for entryPassword? to this menu.


35

Changing limits

USER PASSWORDS Press the number ‘2’ to select ‘Change User Detail’.1 Add Operator

2 Change Operator3 Delete Operator

4 Change Manager

CHANGE USER DETAIL This option allows the details for an existing user User Name: to be changed. The operator may browse through

< user name > the list and select a user to be changed by Prev Next pressing the OK key.

CHANGE USER DETAIL Once a user has been selected, the operator is Password? prompted to enter a new Password for the user.

Note. Password digits are echoed to the display as ‘*’ characters.

CHANGE USER DETAIL The operator is prompted to confirm the new Password (again)? 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.

USER PASSWORDS Press the number ‘3’ to select ‘Delete Operator’.1 Add Operator

2 Change Operator3 Delete Operator

4 Change manager

DELETE A USER The operator may browse through the list and User Name: select a user to be deleted by pressing the OK key

< user name > ‘Record Deleted…’ will be displayed briefly. Prev Next The ‘Select User’ screen is then represented

to allow additional users to be deleted – if required.

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Changing user’s details

A number of specialised functions are accessed from the System Menu, accessible with theManager Password.

The only function recommended for general use is ‘Reboot’, which restarts the terminal if ithas locked up or you are advised to do so by the Bank’s Help Desk.

All other functions must only be used when advised to do so by the Bank’s Help Desk.

Screen Definition

COMMONWEALTH BANK The 4th line of the ready screen is a ‘horizontal’ EFTPOS menu.READY System Menu is selected using the yellow key

PUR REF EFT SYS underneath ‘SYS’.

SYSTEM This screen is presented to allow selection of the 1 Configuration System menu item.

2 Reboot Press the number ‘2’ to select ‘Reboot’.3 Applications4 Diagnostics

RESTART TERMINAL The operator is prompted to confirm their request Proceed? to reboot the terminal. If the operator chooses No Yes 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.

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Other terminal functions

ADMINISTRATION This screen is presented to allow selection of the1 Voucher Entry Administration menu item.

2 Reports Press ‘3’ to select updating of Limits.3 Limits

LIMITS Press ‘1’ to select updating of Refund Limits.1 Refunds

LIMITS Press ‘1’ to select updating of Manager Limit 1 Manager Limit or ‘2’ for the limit for Operators.2 Operator Limit

LIMITS The current limit value is shown on the third line.Manager Limit? Enter the desired new limit value and press OK.

$0.00 The limit-type screen above is then shown again.

LIMITS If Operator limit was selected, this screen is shown.Operator Limit? The current limit for all operators is shown.

$0.00 Enter the desired new limit value and press OK.The limit-type screen above is then shown again.

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MOTO PURCHASE If the number entered is less than 4 or more than Account Number? 19 digits or is invalid, this error is displayed and Entry Error, Retry the entry may be retried.

MOTO PURCHASE This screen is presented to prompt for entry of Expiry Date (MMYY)? the four-digit Card Expiry Date from the voucher.

Entry Error, Retry If the date is not four digits, or the year is invalid,Invalid Date, Retry or the month is not between 01 and 12, or the Invalid Date, Retry card has expired, these messages will appear on

Card Expired, Retry the bottom line of the screen.

MOTO PURCHASE ‘Purchase’ or ‘Refund’ will display depending on Purchase Amount? the type of transaction. Enter the amount, then ‘OK’.

MOTO PURCHASE CREDIT While the Host is processing the message,Total $xxxxxx.xx this screen is displayed.



MOTO RECEIPT This screen is shown when the MOTO is Approved 08 approved. A MOTO Receipt is printed.

Printing

MOTO RECEIPT This screen is shown when the MOTO is NOT Rejected xx approved. xx = Rejected code.

Printing

MOTO PURCHASE CREDIT This screen is shown where the Host was EFT Unavailable unavailable or the transaction timed out. Process Later Offline processing is not available for MOTO.

Try again later.

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MOTO processing allows you to perform a credit card transaction for purchases or refundsmade via telephone or mail. Only purchase and refund transactions can be processed throughMOTO. As the transaction is conducted over the phone or through the mail there is norequirement for a signature. The rules governing MOTO transactions are provided to you onapproval. You should ensure that you and your staff are fully aware of the responsibilities ofconducting MOTO transactions. MOTO transactions are always processed online. Offlinevoucher processing option is not available.

Screen Definition

COMMONWEALTH BANK The 4th line of the ready screen is a ‘horizontal’EFTPOS menu.READY EFT Other Functions is selected using the

PUR REF EFT SYS yellow key underneath ‘EFT’.


3 Totals MOTO is selected by keying ‘2’.4 Duplicate Receipt


MOTO TRANSACTION This screen is presented to allow selection of 1 MOTO Purchase the MOTO type.2 MOTO Refund Press ‘1’ to select entry of a Purchase.

(For a Refund, press ‘2’, then follow the same procedure below.)

MOTO PURCHASE This screen is presented to prompt for Account Number? customer’s Card Number entry.

‘MOTO PURCHASE’ or ‘MOTO REFUND’ displays depending on the transaction type.

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Transacting using MOTO (Mail Order/Telephone Order)

XPOS is an additional software application that will be available in 2005 byrequest on the EFTPOS LITE terminal.*

XPOS turns your EFTPOS LITE terminal into a virtual store allowing you to sell products andservices 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 ofproducts and services providing the benefits of eliminating capital outlay, shelf spacerequirements and reducing the chance of theft.

If you already have XPOS please refer to your XPOS Operator Guide for instructions onprocessing XPOS transactions.

If you would like to inquire about having XPOS installed on your terminal for no additionalcost, please contact the Business Line on 13 1998, Monday to Friday, 9am-5pm.

* Standard EFTPOS fees and charges still apply.

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XPOS

40

MOTO Purchase MOTO Refund


MOTOCARD: 53531600000077777EXPIRY DATE: 12/09CREDIT 000141PURCHASE $ 6.00TOTAL AUD $ 6.00KEYCARDMOTO APPROVED 0831 DEC 2009 08:52


MOTOCARD: 53531600000077777EXPIRY DATE: 12/09CREDIT 000141REFUND $ 6.00TOTAL AUD $ 6.00KEYCARDMOTO APPROVED 0831 DEC 2009 08:52

4342

Terminal error messages

Terminal display Printer message Code

APPROVED APPROVED 00 00

DECLINED 01 DECLINED 01 01REFER CARD ISSUER

DECLINED 01 DECLINED 01 01PLEASE CONTACT AMEX HELP DESK

INVALID MERCHANT DECLINED 03 03

SIGNATURE REQUIRED APPROVED 08 08REFERENCE XXXXXXXVALID SIGNATURE?NO/YES

APPROVED APPROVED 11 11

DECLINED 12 DECLINED 12 12INVALID TRANSACTIONOTHER PAYMENT REQUIRED

DECLINED 13 DECLINED 13 13INVALID AMOUNTPLEASE TRY AGAIN

DECLINED 14 DECLINED 14 14CARD NUMBER INVALIDOTHER PAYMENT REQD

DECLINED 19 DECLINED 19 19PROCESSING ERRORPLEASE TRY AGAIN

DECLINED 30 DECLINED 30 30PROCESSING ERRORPLEASE TRY AGAIN


DECLINED 31 DECLINED 31 31CARD NOT SUPPORTEDOTHER PAYMENT REQD

DECLINED 33 DECLINED 33 33PHONE AUTH CENTRE

DECLINED 39 DECLINED 39 39CREDIT ACCOUNT NOT LINKED TO CARD



DECLINED 51 DECLINED 51 51REFER CARD ISSUER

DECLINED 52 DECLINED 52 52CHEQUE ACCOUNT NOT LINKED TO CARD

DECLINED 53 DECLINED 53 53SAVINGS ACCOUNT NOT LINKED TO CARD


DECLINED 55 DECLINED 55 55INCORRECT PINTRY AGAIN?NO/YES

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DECLINED 56 DECLINED 56 56CARD NOT VALIDOTHER PAYMENT REQD

DECLINED 57 DECLINED 57 57TRAN NOT ALLOWEDOTHER PAYMENT REQD



DECLINED 60 DECLINED 60 60PROCESSING ERRORPHONE HELP DESK

DECLINED 61 DECLINED 61 61DAILY LIMIT USEDOTHER PAYMENT REQD



DECLINED 75 DECLINED 75 75EXCESS PIN TRIESREFER CARD ISSUER

DECLINED 91 DECLINED 91 91ISSUER UNAVAILABLEVOUCHER REQDNO ISSUER


DECLINED 94 DECLINED 94 94

DECLINED 96 DECLINED 96 96PHONE HELP DESK

MAC ERROR DECLINED 98 98PHONE HELP DESK

DECLINED R1 DECLINED R1 R1PIN BLOCK ERRORPHONE HELP DESK

DECLINED S1 DECLINED S1 S1CALL FOR AUTH

DECLINED Z1 DECLINED Z1 Z1LOWER AMOUNT OR OTHER PAYMENT REQD

DECLINED Z3 DECLINED Z3 Z3INVALID AMOUNTPLEASE TRY AGAIN

DECLINED Z6 DECLINED Z6 Z6TRY AGAINCARD MUST BE SWIPED

44

46 47

■ EFTPOS Help Desk24 hours, 7 days Call Freecall* 1800 022 966to report terminal faults or failures.

■ Merchant enquiriesMon to Fri 9am-5pmCall Freecall* 1800 230 177for general merchant enquiries, EFTPOS transaction errors, reconciliation errors, merchant statement enquiries, charge cardacceptance through EFTPOS LITE, change of address notification, the collection of unused equipment,business closure and the adding ordeleting of terminal functionality.

■ XPOS Help Desk24 hours, 7 daysCall 1300 553 772 to report XPOS faults or for instructions on how to process XPOS transactions.

■ Authorisations24 hours, 7 daysCall Freecall* 1800 813 700 for all over floor limit manual debit card transactions. Call 13 26 36 for all over floor limitmanual credit card transactions.

■ Charge cardsAmerican Express 1300 363 614Diners Club 1800 331 112JCB 1800 807 974 or (02) 9959 7483 for authorisation of all over floor limitmanual charge card transactions and any settlement problems relating tocharge card transactions.

■ Change of ownership & new facility enquiriesMonday to Friday 8am-8pmCall 13 1998 Whenever telephoning any of the above numbers, please assistby having your merchant number andterminal number available.

■ Stationery ordering service24 hours, 7 daysCall Freecall* 1800 007 251.

* Call to Freecall numbers are free unless made from a mobile phone, which will be charged at the applicable rate.

Where to get Help

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Documents

TERMINAL OPERATOR REFERENCE GUIDE V1.0 · PDF fileTERMINAL OPERATOR REFERENCE GUIDE V1.0 EFTPOS LITE ADB2626 XXXXXX Commonwealth Bank of Australia ABN 48 123 123 124