POS Procedures and
Troubleshooting
Techniques
The Do’s and Don’ts you
Should know
• Presented by Larry Cambran
POS
Procedures
Legitimize transactions
With the increasing level of theft in the
global society, it is in your best interest
as merchants to ensure the legitimacy
of a transactions.
• Confirm that the picture on ID matches the individual
• Confirm that the name on card corresponds to the
name on the ID
• Verify that the signature behind the card corresponds
to that on the ID
• Ensure terminal is in view of cardholder during
transaction.
Keeping and Storage of Receipts
• The receipts from the terminal are printed on
thermal paper; keep receipts in cool, dry areas.
• Receipts should be kept for a minimum of 4 months
(120 days) and a maximum of 13 months.
• Always ensure that the signed receipts are the ones
kept.
TROUBLESHOOTING
TECHNIQUES
If the terminal appears to be faulty or is not operating
in the manner that it normally does, you may be able
to help yourself…….
Models of Terminals Deployed
OMNI3750
(Dial up)
Vx510
(Dual communication)
Vx670
(Wireless)
DO NOT, UNDER ANY CIRCUMSTANCE
ATTEMPT TO DISASSEMBLE THE TERMINAL.
Receipts do not print
• Check if the printer is out of paper and that the roll
is properly installed.
• Ensure that the paper roll being used is thermal
paper. (The paper is provided by NBD)
• Check the battery status of the terminal. The
printer will not print if there is an insufficient
charge remaining in the battery to complete the
print operation. (For Vx670 terminal only)
 If the problem persists, contact your merchant services
personnel for assistance
Terminal does not Start or
Terminal has a blank display
• Ensure that the power pack is properly
connected
• Remove and reapply power to terminal
• Connect the terminal into a known - good
power supply to see if this clears the problem.
• Ensure that you pressed the ENTER/ON key
for approximately 4 seconds until the unit lit
up (For Vx670 model only)
• Recharge the battery (For Vx670 model only)
 If the problem persists, contact your
merchant services personnel for assistance
TRANSACTIONS FAIL TO PROCESS
Transactions can fail for a variety of reasons and rest assured
that the terminal ALWAYS gives the reason for failure. (this
reason is not always printed on receipt but always shows on
the screen).
A few of the reasons that the terminal may give are:
•
•
•
•
•
•
No Line
Communication error
No Carrier
Card Read Error
Printer Error
Message Time out
(Response C:91)
• Do not Honor
• Hold Card
• Refer to Issuer
(Response C: 01)
• Batch Full
• Transaction denied
(Response C:12)
“No Line”, “No Carrier” or
“Communication Err”
These errors may occur due to a temporary lag in the
communication service so the transaction may be attempted
again. If the error is persists :
 Disconnect the telephone line from the terminal
 Connect it to a working phone to check for dial tone.
If there is no dial tone,
 Replace the telephone cable and try again;
If there is a dial tone,
 Dial out to a random valid number to confirm functional
telephone services.
o Pending messages or a call blocking feature on the telephone line will cause the
terminal to respond with “Communication Err” or “No Carrier”
“No Line”, “No Carrier” or “Communication Err”
 If the problem appears to be with the telephone line, contact
the telephone company and have your line checked
 If the telephone works and the problem persists, contact your
merchant services personnel for assistance.
Note
Merchants with the terminal and a telephone on the same line :
• Normal calls cannot be made while the terminal is processing a
transaction. Terminal will display “No Line” if a call is in progress
• Lifting the telephone handset during a transaction can disrupt the
audible data carrier signal and cause the terminal transaction to fail.
Card Reader Error
 Ensure that you are swiping the card properly.
Having confirmed that the card is being swiped properly and the
problem persists:
• Perform a test transaction using one or more different magnetic
stripe cards to ensure that the problem is not a defective card
If the card is not defective,
• process a manual transaction, using the keypad instead of the
card reader.
If the manual transaction works, the problem may be a defective
card reader. Contact your merchant services personnel.
If the manual transaction does not work, proceed to check the
phone line
EMOTIONAL OUTBURST?
Feel Free…………