A complete guide
to your EFTPOS
Terminal.
EFTPOS Terminal User Guide.
Phone Numbers
Westpac Merchant Business Solutions Help Desk
Service, Sales and Support
Terminal Difficulties
Stationery Orders
1800 029 749
(24 hours a day, 7 days a week)
Manual Credit Card Authorisations
(MasterCard, Visa)
132 415
(24 hours a day, 7 days a week)
American Express Authorisations
1300 363 614
Diners Club Authorisations
1800 331 112
JCB Authorisations
1300 363 614
Cardholder Behaving Suspiciously
132 415 Extension 500
●●
●●
●●
Note: When one of our operators asks you to
retain a card, please always ensure your personal
safety first. Do not comply with the request if
you or anyone else is placed at risk.
Merchant details
Please complete the details below for your merchant facility.
Trading name:
Merchant number:
Floor limit:
For face to face transactions:
$
If your terminal is enabled for Electronic Fallback (EFB) transactions your floor limit is:
$ for credit card transactions
$ for debit card transactions
For mail/telephone order, instalment/recurring transactions
(for merchants where approved): $0
All Internet transactions:
$0
Contents
1.0 1.1 1.2 1.3 1.4 Introduction.................................................2
Merchant Responsibility for
Equipment and Materials Provided.....2
Cancellation of Facility. ............................3
Damaged, Lost or Stolen
Equipment......................................................3
Merchant Receipts.....................................3
2.0 Getting Started..........................................4
2.1 EFTPOS EXTRA Mobile.............................4
2.2 Keyboard Layout..........................................5
2.3 Terminal Display. .........................................6
2.4 Power Supply..................................... 6
2.5 Communications................................ 7
2.5.1 Terminal Communications................. 7
2.5.2 GPRS Coverage.................................. 7
2.6 Printer and Paper Load Function..........8
3.0 3.1 3.2 3.3 3.4 3.5 Passwords and Codes. ..........................9
Refund password. .......................................9
Settlement password................................9
Void password..............................................9
Terminal password. ....................................9
User Management Code....................... 10
4.0 4.1 4.2 4.3 4.4 Procedures................................................ 11
Inserting a Chip Card...............................11
Swiping a Magnetic Stripe Card........ 12
Operating Training Mode. ..................... 12
Locking/Unlocking Terminal
Keyboard...................................................... 15
5.0 5.1 5.2 5.3 5.4 5.5 5.6 Transaction Procedures.................... 16
How to Process a Sale........................... 16
How to Process a Cash Only
Transaction. ................................................ 18
How to Process a Refund..................... 20
How to Void a Transaction. .................. 22
How to Process a Sale with Tip.......... 24
How to Process a Tip Adjustment..... 26
EFTPOS EXTRA MOBILE USER GUIDE
5.7 How to Process Multiple Tip
Adjustments............................................... 30
5.8 How to Process a Mail/Telephone
Order/e-Commerce transaction....... 31
5.9 How to Process a
Pre-Authorisation..................................... 34
5.10 How to Process a Checkout................ 36
6.0 6.1 6.2 6.3 6.4 How to Operate User Management
(Shift) Function.......................................39
How to Activate/Deactivate User
Management (Shift) mode. .................. 39
How to Set User ID’s............................... 40
How to Start Shift.................................... 41
How to End Shift....................................... 41
7.0 7.1 7.2 7.3 7.4 7.5 7.6 7.7 7.8 7.9 7.10 Reporting Functions............................43
How to Print Sub Totals Report.......... 43
Terminal Settlement. .............................. 45
How to Reprint Last Settlement........ 47
Tip Reporting.............................................. 47
How to Print Tip Report......................... 48
How to Reprint Last Transaction....... 50
How to do a Transaction Scroll.......... 52
How to View Specific Transaction.... 53
How to Reprint Specific
Transaction. ................................................ 54
How to Print Transaction Log.............. 54
8.0 Fall Back Sales Procedures.............56
8.1 Electronic Fall Back................................. 56
8.2 Manual Fall Back...................................... 57
9.0 Minimising Fraud...................................58
9.1 CCV Security Codes. .............................. 58
10.0 Trouble Shooting. ..................................60
10.1 Hardware Faults. ...................................... 60
10.2 Response Codes........................................61
11.0 Glossary......................................................66
1
1.0 Introduction
The EFTPOS EXTRA Mobile terminal allows online transactions to be processed for Debit
Cards (Savings and Cheque accounts), Credit Cards (Visa and MasterCard) and Charge Cards
(American Express, Diners Club and JCB). To accept Charge Card transactions please contact
the Charge Card provider.
The features of EFTPOS EXTRA Mobile include:
●●
Process Purchases
●●
Process Refunds
●●
Process Voids
●●
Process Mail/Telephone Order Transactions
●●
Process Cash Out Transactions for Debit Cards
●●
Process Pre-Authorisation and Checkout Transactions
●●
Process Tips
●●
Shift Management and Reporting
●●
Tip Management and Reporting
1.1 Merchant Responsibility for Equipment and Materials Provided
Imprinters and terminals (where supplied by us), plus any unused stationery and promotional
material remain the property of the Bank.
●●
You must not sell, assign or in any way encumber them.
●●
You shall not part with possession of them to a third party or give access to a third party.
●●
You must ensure that the terminals are covered by your business or contents insurance.
Terminals must not be relocated without prior authorisation.
Terminals must be located where customers can use the PINpad without the risk of other
people seeing them key in their PIN.
2
EFTPOS EXTRA MOBILE USER GUIDE
INTRODUCTION
1.2 Cancellation of Facility
If your merchant facility is cancelled for any reason, this equipment and materials must
be returned to us. To make arrangements for return call the Westpac Helpdesk on
1800 029 749. You must ensure that all equipment and materials are available to be returned
within five business days of our request.
Fees and charges will continue to be incurred until the equipment is returned to the bank as
instructed.
1.3 Damaged, Lost or Stolen Equipment
You are responsible for your equipment. If equipment is damaged, lost or stolen, you will be
charged for their replacement.
1.4 Merchant Receipts
You must retain all merchant receipts printed in a secure manner for reconciliation and in
case of terminal failure. Refer to Section 14.0 Records in the Merchant Business Solutions
Card Acceptance by Business brochure.
You must provide the customer with a receipt unless he or she requests otherwise.
EFTPOS EXTRA MOBILE USER GUIDE
INTRODUCTION
3
2.0 Getting Started
2.1 EFTPOS EXTRA Mobile
The EFTPOS EXTRA Mobile is a compact payment terminal comprising the terminal,
rechargeable battery and terminal power supply. The terminal also acts as a PIN pad for the
customer and has an internal thermal printer for fast, quiet printing
4
EFTPOS EXTRA MOBILE USER GUIDE
GETTING STARTED
2.2 Keyboard Layout
CHQ/SAV
(Soft Function Keys)
CHQ
1
QZ
2
abc
4
ghi
7
pqr
Fe
ed
Paper Feed Key
5
jkl
8
tuv
0
CREDIT
(Soft Function Key)
CR
SAV
3
Ca
6
Cl
def
nc
el
Cancel Key
r
Clear Key
ea
mno
9
wxy
Func
E
N
T
E
R
Enter Key
Function key
Account keys:
The CHQ (Cheque), SAV (Savings) and CR (Credit) keys (also referred
to as Soft Function Keys) allow the user to access the particular
account type required when prompted. These keys are also used to
access the terminal function menus.
Paper feed:
The FEED key performs a 20mm paper feed.
Cancel key:
The CANCEL key is used to cancel the current function and return the
terminal to the idle state.
Clear key:
The CLEAR key is used to correct any invalid data entered. It is also
used to cycle backwards through the transaction steps if an error is
made.
Enter key:
The ENTER key is used to confirm data entered or displayed, and to
cycle forwards through the menus. It is also used to Power on the
terminal.
Function Key:
The FUNCTION key is used to access the terminal functions.
EFTPOS EXTRA MOBILE USER GUIDE
GETTING STARTED
5
2.3 Terminal Display
Battery – Internal battery power level displayed when terminal is not
connected to mains power. The bar of the battery icon scroll indicating
charging of the battery is in progress.
Signal Strength – Indicator displays when the terminal establishes
connection with the GPRS network.
Power – This icon appears when the terminal is connected to the mains
power.
Sim Card – This icon appears when a SIM card has not been installed in
the terminal. The icon will disappear when the SIM card is inserted in the
terminal.
2.4 Power Supply
The terminal can run on mains power as well as on battery power.
The terminal operates on a fast charge set up. It takes approximately four hours to fully
charge the battery and the terminal can process approximately 200 transactions before
needing a recharge.
The terminal is recharged by plugging the terminal into mains power using the charge supplied.
Battery
Charge
Connection
6
EFTPOS EXTRA MOBILE USER GUIDE
External
PSTN
Modem
GETTING STARTED
Bar scrolling on the battery icon on the terminal’s display indicates charging is in progress as
indicated below.
DD/MM/YY hh:mm
Westpac
ENTER AMOUNT
When the battery starts running low on charge, it will display a picture of the battery on the
screen. This will provide enough power for approx 20 transactions.
Powering the terminal off/on:
When the terminal is not connected to the mains power and is left idle for 10 minutes, the
terminal will go into ‘sleep mode’ to preserve battery. The terminal display will go blank,
however the terminal will still be connected to the network. To start using the terminal again,
press any key. After 60 minutes of inactivity the terminal will automatically shut itself down.
To switch the terminal off manually (only if not connected to mains power), press the CANCEL
key from the idle screen and press ENTER when SHUTDOWN is displayed.
SHUTDOWN
ENTER = YES
CLR = NO
To power the terminal back on, press ENTER.
2.5 Communications
2.5.1 Terminal Communications
The terminal utilises the Telstra GPRS network. An authorised SIM card is required to
process transactions on the terminal via the GPRS network. Westpac will provide data only
SIM cards with the terminal.
2.5.2 GPRS Coverage
The GPRS network provides coverage to 96% of Australia’s population. To verify if your
terminal has sufficient coverage check the bars on the top of the display screen, on the righthand side of the battery icon. Three ascending bars indicate good signal strength. Anything
less would be considered inadequate.
To verify if a particular area will have sufficient coverage, check the coverage map by visiting
the Telstra internet site at http://www.telstra.com.au/mobile/networks/coverage/maps.cfm
EFTPOS EXTRA MOBILE USER GUIDE
GETTING STARTED
7
2.6 Printer and Paper Load Function
The EFTPOS EXTRA Mobile terminal has an in-built thermal printer. To load paper:
a) Ensure the terminal is powered on.
b) Open the paper compartment cover by pressing the button located towards the top of
the terminal, above the metal blade, as shown below.
Paper
compartment
button
Press button in
this direction
c) Position the paper roll with the end of the roll protruding from underneath the roll.
Correct paper
position
Paper
compartment
cover
Metal blade to
tear off paper
d) Pull the paper out slightly and close the cover.
e) Test the operation of the printer by pressing the paper FEED button.
8
EFTPOS EXTRA MOBILE USER GUIDE
GETTING STARTED
3.0 Passwords and Codes
The following information describes the passwords and codes used in this guide.
3.1 Refund password
This password is a security measure to ensure only those personnel who are authorised by
you (as the authorised signatory) can process refunds through your terminal.
You are responsible for protecting this password against unauthorised use. Do not key in your
password in a manner that enables customers or unauthorised staff to observe the number.
3.2 Settlement password
This password is a general security password that allows you to restrict access to the
SETTLEMENT function. Automatic settlement does not require a password.
Access to the settlement function can be limited at your discretion.
3.3 Void password
This password is a general security password that allows you to restrict access to the VOID
function. Access to the void function can be limited at your discretion.
3.4 Terminal password
This password is a general security password that allows you to restrict access to the
following functions:
●●
●●
Checkout Function (User Guide section 5.8)
User Management Function
– Activating/Deactivating Shift Function User Guide section 6.1)
– Setting User ID’s (User Guide section 6.2)
– Starting Shifts (User Guide section 6.3)
– Ending shifts (User Guide section 6.4)
●●
Tip Adjustments (User Guide section 5.6)
●●
Activating/Deactivating Tips (User Guide section 7.3.1)
●●
Locking/Unlocking the terminal (User Guide section 4.4)
●●
Training Mode (User Guide section 4.3)
Access to these functions can be limited at your discretion.
Refund, Settlement, Void and Terminal passwords will have a default setting (unless
nominated by you at the time of application) when you receive your terminal(s).
You (as the authorised signatory) will need to contact the Westpac Helpdesk to
change your password with Merchant Business Solutions. The passwords can be
changed at any time by contacting Merchant Business Solutions on 1800 029 749.
EFTPOS EXTRA MOBILE USER GUIDE
PASSWORDS AND CODES
9
Ensure that your password is changed regularly to prevent unauthorised use.
You are responsible for protecting this password against unauthorised use.
3.5 User Management Code
(See User Guide section 6.0).
The USER MANAGEMENT code is only used when the SHIFT feature is enabled on the
terminal. Each “user” must be assigned a “user ID”. The user cannot log in or out of a shift
without using the USER MANAGEMENT code. Up to 10 users IDs can be programmed into
the terminal.
The User Management code is selected by the user at a time the “user ID” is being
established on the terminal (generally at the start of the shift). The code is a four digit
number nominated by the user.
10
EFTPOS EXTRA MOBILE USER GUIDE
PASSWORDS AND CODES
4.0 Procedures
4.1 Inserting a Chip Card
When your terminal is enabled for chip card acceptance, chip cards are inserted into the
terminal and left there for the duration of the transaction.
The chip card reader is located at the bottom of the terminal below the keypad.
1. Check the terminal is displaying the message INSERT/SWIPE CARD.
2. Hold the card face-up with the chip towards the terminal.
3. Insert the card as far as it will go into the reader and continue processing transaction.
4. Leave the card in the terminal until prompted to remove.
EFTPOS EXTRA MOBILE USER GUIDE
PROCEDURES
11
4.2 Swiping a Magnetic Stripe Card
The magnetic stripe reader is located on the right hand side of the terminal.
1. Check the terminal is displaying the message INSERT/SWIPE CARD.
2. Hold the card upside-down with the magnetic strip facing inwards.
3. Swipe the card smoothly through the card reader, in either direction. Ensure the whole
magnetic strip is swiped through the reader.
4. If there is no response from the terminal, or CARD ERROR message is displayed, swipe
the card again. You might need to swipe faster or slower.
4.3 Operating Training Mode
Training mode helps you train new staff members in the operation of the terminal. Training
mode can be initiated at any time during the day without affecting live value totals. During
Training Mode the terminal will not connect to the Host but will perform all transactions
offline. Transactions performed in training mode will not affect your settlement total.
This function will either start or end the Training Mode session.
Please Note:
Training mode cannot be used for chip cards. If attempted you will receive the error
message ‘CHIP CARDS NOT SUPPORTED IN TRAINING MODE’.
If Training Mode has been inactive for 3 minutes, it will revert back to live mode.
In training mode, whole dollar amounts will generate an approved transaction.
Other amounts will result in a ‘response code’ corresponding to the number of
cents. For example an amount of $2.01 or $0.01 will result in a response code of
01 Declined, Contact Bank.
●●
●●
●●
12
EFTPOS EXTRA MOBILE USER GUIDE
PROCEDURES
To start training mode:
TERMINAL DISPLAY
PROCEDURE
22/05/2009 12.21
ENTER AMOUNT
Press the Function (FUNC) button.
Key in 101 and press ENTER.
FUNCTION?
TRAINING MODE
Key in the terminal password and press ENTER.
PASSWORD?
22/05/2009 12.21
TRAINING MODE
ENTER AMOUNT
When the terminal runs in training mode the idle
screen is changed to display TRAINING MODE.
Process transactions as per procedures in Section 5.0. Receipts will display TRAINING on
them. After three minutes of inactivity the terminal will exit training mode and return to the
idle prompt.
To exit training mode:
TERMINAL DISPLAY
PROCEDURE
22/05/2009 12.30
Press the Function (FUNC) button.
TRAINING MODE
ENTER AMOUNT
Key in 101 and press ENTER.
FUNCTION?
TRAINING MODE
Key in the terminal password and press ENTER.
PASSWORD?
END TRAINING?
CORRECT? YES/NO
Press ENTER again to exit training mode.
At the end of Training Mode all transactions are reset and previous values are restored
to batch and ROC (Record of Charge) number.
EFTPOS EXTRA MOBILE USER GUIDE
PROCEDURES
13
Receipt in Training Mode
14
EFTPOS EXTRA MOBILE USER GUIDE
PROCEDURES
4.4 Locking/Unlocking Terminal Keyboard
This function locks the terminal keyboard and prevents any unauthorised transactions taking
place. The terminal remains locked even if powered off and on.
TERMINAL DISPLAY
PROCEDURE
22/05/2009 12.21
ENTER AMOUNT
Key in 4 and press ENTER.
FUNCTION?
LOCK TERMINAL
CORRECT? TERMINAL LOCKED
UNLOCK?
PASSWORD?
EFTPOS EXTRA MOBILE USER GUIDE
Press the Function (FUNC) button.
YES/NO
Press ENTER to lock the terminal.
The terminal is now locked. To unlock press ENTER.
Key in the terminal password and press ENTER.
PROCEDURES
15
5.0 Transaction Procedures
5.1 How to Process a Sale
TERMINAL DISPLAY
PROCEDURE
22/05/2009 12.28
ENTER AMOUNT
SALE $4.00
ADD CASH AMT
& / OR ENTER
SALE $4.00
INSERT / SWIPE CRD
SALE Key in the purchase amount and press ENTER.
If ‘Purchase with Cash’ transactions are enabled on
the terminal, you can enter a cash-out amount. The
cash-out amount may be left at $0.00.
If presented with a chip card, insert the customer’s
card into the chip card reader. Refer to Inserting a
Chip Card in section 4.1
OR:
If presented with a magnetic stripe card, swipe the
customer’s card through the card reader. Refer to
Swiping a Magnetic Stripe Card in section 4.2.
$4.00
SELECT ACCOUNT
Press the soft key beneath the account type needed.
CHQ SAV CR
SALE $4.00
Where prompted, have the cardholder key in their
PIN and press ENTER, or just press ENTER.1
SALE
The terminal is connecting to the bank and
processing the sale.2
PIN & / OR ENTER
CREDIT PROCESSING
VERIFY SIGNATURE
CORRECT? YES/NO
**REMOVE CARD**
CUSTOMER COPY
PRESS ENTER
16
EFTPOS EXTRA MOBILE USER GUIDE
If the card was inserted, remove the card from the
reader.
If signature is required: Have the customer sign the
receipt. If the signature matches the signature on
the card, press ENTER. Otherwise press CANCEL.
Press ENTER to print customer receipt.
TRANSACTION PROCEDURES
Notes:
1. The entering of PIN on credit is optional. Allow the cardholder to enter their PIN at
the terminal prompt. If the cardholder bypasses PIN entry a signature will need to
be obtained to authorise the transaction.
2. If the terminal reads ‘OVER EFB LIMIT’, please refer to Section 8.1.
Before completing the sale, check that the transaction was approved. If the
transaction is declined, the terminal will display an error message giving the reason.
An explanation of the error code is available in Chapter 10.2, Response Codes.
Approved Receipt
(approved with PIN,
no signature required)
EFTPOS EXTRA MOBILE USER GUIDE
Approved Credit Card Receipt
(signature required)
TRANSACTION PROCEDURES
17
5.2 How to Process a Cash Only Transaction
If ‘Cash’ is enabled on the terminal, customers can be given cash out. Cash is available from
cheque and savings accounts only.
TERMINAL DISPLAY
PROCEDURE
22/05/2009 12.30
ENTER AMOUNT
22/05/2009 12.30
PRCH CASH RFND
Press the select key beneath CASH.
Key in the cash amount and press ENTER.
ENTER CASH AMT
CASH Press ENTER until CASH is displayed on the screen.
$10.00
Insert the customer’s chip card into the chip card
reader.
Or:
INSERT/SWIPE CRD
Swipe the customer’s card through the card reader.
CASH $10.00
SELECT ACCOUNT
CHQ SAV
CASH $10.00
PIN & ENTER
DEBIT CASH
PROCESSING
CUSTOMER COPY
PRESS ENTER
**REMOVE CARD**
Select either CHQ or SAV.
Note: CR is not an option.
When prompted, have the cardholder key in their
PIN and press ENTER.
The terminal is connecting to the bank and
processing the transaction.
Press ENTER to print customer’s receipt.
If the card was inserted, remove the card from the
reader.
Before completing the sale, check that the transaction was approved. Hand the
customer their copy of the transaction record and their card. If the transaction is
declined, the terminal will display an error message giving the reason. An explanation
of the error code is available in Chapter 10.2, Response Codes.
18
EFTPOS EXTRA MOBILE USER GUIDE
TRANSACTION PROCEDURES
Cash Only Receipt
EFTPOS EXTRA MOBILE USER GUIDE
TRANSACTION PROCEDURES
19
5.3 How to Process a Refund
Refunds may only be processed where there was an initial valid transaction on the same card.
If a customer returns a purchase, or if an incorrect amount was charged, process a refund
as follows:
TERMINAL DISPLAY
PROCEDURE
22/05/2009 12.31
ENTER AMOUNT
22/05/2009 12.31
PRCH CASH RFND
REFUND PASSWORD?
Press the select key beneath RFND.
Key in the refund password and press ENTER.
Key in the refund amount and press ENTER.
ENTER RFND AMT
RFND Press ENTER until RFND is displayed on the screen.
$5.00
Insert the customer’s chip card into the chip card
reader.
Or:
INSERT/SWIPE CRD
Swipe the customer’s card through the card reader.
RFND $5.00
SELECT ACCOUNT
CHQ SAV CR
RFND $5.00
Where prompted, have the cardholder key in their
PIN and press ENTER, or just press ENTER.1
RFND
The terminal is connecting to the bank and
processing the refund.
PIN & / OR ENTER
DEBIT PROCESSING
VERIFY SIGNATURE
CORRECT? YES/NO
**REMOVE CARD**
CUSTOMER COPY
PRESS ENTER
20
EFTPOS EXTRA MOBILE USER GUIDE
Press the select key beneath the account type
needed.
If the card was inserted, remove the card from the
reader.
If signature is required: Have the customer sign the
receipt. If the signature matches the signature on
the card, press ENTER. Otherwise press CANCEL.
Press ENTER to print customer receipt.
TRANSACTION PROCEDURES
Note:
For a credit account, a signature may be required for a refund even when a PIN is
entered.
●●
Before completing the sale, check that the transaction was approved. Hand the
customer their copy of the transaction record and their card. If the transaction is
declined, the terminal will display an error message giving the reason. An explanation
of the error code is available in Chapter 10.2, Response Codes.
Refund Receipt
EFTPOS EXTRA MOBILE USER GUIDE
TRANSACTION PROCEDURES
21
5.4 How to Void a Transaction
The Void function can be carried out on credit or charge cards to reverse a transaction that
has not yet settled.
Please note:
Debit card and Pre-Authorisation transactions cannot be voided.
Voids will not be available on American Express, Diners Club and JCB cards.
TERMINAL DISPLAY
PROCEDURE
22/05/2009 12.34
ENTER AMOUNT
22/05/2009 12.34
VOID TIP MOTO
Press ENTER until VOID is displayed on the screen.
Press the soft key beneath VOID.
VOID PASSWORD?
Key in the void password and press ENTER.
VOID
Key in the ROC (Record of Charge) number printed
on the receipt of the original transaction and press
ENTER.
ENTER ROC NO.
SALE $10.00
………………………………………....0076
APPR CODE 692124
Press ENTER to confirm the transaction. If incorrect
press CANCEL.
ENTER TO CONFIRM
CREDIT VOID
PROCESSING
VERIFY SIGNATURE
CORRECT? CUSTOMER COPY
PRESS ENTER
YES/NO
The terminal is connecting to the bank and
processing the void.
Have the customer sign the receipt. If the signature
matches the signature on the card, press ENTER.
Otherwise press CANCEL.
Note: A cardholder’s signature is not a necessity for
a void.
Press ENTER to print the customer copy.
Before completing the sale, check that the transaction was approved.
If the transaction is declined, the terminal will display an error message giving the
reason. An explanation of the error code is available in Chapter 10.2, Response Codes.
22
EFTPOS EXTRA MOBILE USER GUIDE
TRANSACTION PROCEDURES
Void Receipt
EFTPOS EXTRA MOBILE USER GUIDE
TRANSACTION PROCEDURES
23
5.5 How to Process a Sale with Tip
This process is a sale with tip enabled. It is most commonly used by restaurants.
Please note:
The Tip feature needs to be enabled for the terminal.
TERMINAL DISPLAY
PROCEDURE
22/05/2009 12.38
ENTER AMOUNT
SALE $25.00
ADD CASH AMT
& / OR ENTER
SALE $25.00
Key in the base amount and press ENTER.
If ‘Purchase with Cash’ transactions are enabled on
the terminal, you can enter a cash amount and press
ENTER. The cash amount may be left at $0.00 by
just pressing ENTER.
Insert the customer’s chip card into the chip card
reader.
Or:
INSERT/SWIPE CRD
Swipe the customer’s card through the card reader.
Key in the tip amount and press ENTER.
SALE $25.00
ADD TIP AMT
Note: For credit and charge cards a tip adjustment
can be performed later.
& /OR ENTER
SALE For credit and charge cards, if tip amount is not yet
known, press ENTER only .
$25.00
TIP $5.00
TOTAL $30.00
Press ENTER to confirm the total of the transaction.
If incorrect press CANCEL.
ENTER TO CONFIRM
TOTAL $30.00
SELECT ACCOUNT
CHQ SAV CR
TOTAL $30.00
PIN & / OR ENTER
24
EFTPOS EXTRA MOBILE USER GUIDE
Press the soft key beneath the account type needed.
Note: For debit cards (cheque and savings) tips need
to be entered at the time of sale. An adjustment
cannot be processed on a debit card.
Where prompted, have the cardholder key in their
PIN and press ENTER, or just press ENTER.
TRANSACTION PROCEDURES
TERMINAL DISPLAY
DEBIT PROCEDURE
SALE
PROCESSING
VERIFY SIGNATURE
CORRECT? YES/NO
**REMOVE CARD**
CUSTOMER COPY
PRESS ENTER
The terminal is connecting to the bank and
processing the transaction.
If the card was inserted, remove the card from the
reader.
If signature is required: Have the customer sign the
receipt. If the signature matches the signature on
the card, press ENTER. Otherwise press CANCEL.
Press ENTER to print customer receipt.
Before completing the refund, check that the initial transaction was approved.
Hand the customer their copy of the transaction record and their card. If the
transaction is declined, the terminal will display an error message giving the reason.
An explanation of the error code is available in Chapter 10.2, Response Codes.
EFTPOS EXTRA MOBILE USER GUIDE
TRANSACTION PROCEDURES
25
Approved Sale with Tip Receipt
(approved with PIN,
no signature required)
Approved Sale with Tip Receipt
(signature required)
5.6 How to Process a Tip Adjustment
A tip adjustment is performed after the original transaction has been processed.
The customer verifies the base amount of the sale, offers a tip and signs the receipt.
The adjustment transaction is then processed.
26
EFTPOS EXTRA MOBILE USER GUIDE
TRANSACTION PROCEDURES
Note:
●●
Tip Addition applies to credit and charge cards only.
●●
The original purchase must have been without a tip.
●●
The original purchase must not yet have been settled.
●●
When tip addition is enabled, a signature must be obtained if the receipt reads
‘Approved with Signature’ or if the cardholder writes a tip addition on the receipt,.
This applies even if the original purchase is approved with PIN.
Receipt for tip adjustment to be performed
EFTPOS EXTRA MOBILE USER GUIDE
TRANSACTION PROCEDURES
27
TERMINAL DISPLAY
PROCEDURE
22/05/2009 12.48
ENTER AMOUNT
22/05/2009 12.48
VOID TIP MOTO
Press ENTER until TIP is displayed on the screen.
Press the select key beneath TIP.
TERMINAL PWD?
Key in the terminal password and press ENTER.
ADJUST
Key in the ROC (Record of Charge) number of
the transaction that needs adjustment and press
ENTER.
ENTER ROC NO.
SALE $25.00
ENTER TOTAL AMT
SALE $25.00
TIP $5.00
TOTAL $30.00
ENTER TO CONFIRM
ADJUST.
TRANS. ACCEPTED
Key in the total amount of the transaction i.e. Sale
plus Tip, and press ENTER.1
The terminal displays the original sale amount with
the calculated tip amount and total. Press ENTER to
confirm.
The terminal has accepted the tip/adjustment
transaction. The receipt will print.
Note:
●●
28
At this step, if you enter an amount other than the sale amount plus tip, and that
amount is less than the original sale amount, the terminal will read that entry as
being the tip amount.
EFTPOS EXTRA MOBILE USER GUIDE
TRANSACTION PROCEDURES
Tip Adjustment Receipt
EFTPOS EXTRA MOBILE USER GUIDE
TRANSACTION PROCEDURES
29
5.7 How to Process Multiple Tip Adjustments
This function allows the operator to adjust multiple transactions without having to re-enter
the terminal password. This function is suitable when there is more than one tip transaction
that needs an adjustment.
TERMINAL DISPLAY
PROCEDURE
22/05/2009 12.50
ENTER AMOUNT
Key in 22 and press ENTER.
FUNCTION?
ADJUST PASSWORD?
ADJUST
$18.00
ENTER TOTAL AMT
SALE $18.00
TIP $2.00
TOTAL $20.00
ENTER TO CONFIRM
ADJUST.
TRANS ACCEPTED
ADJUST
ENTER ROC NO.
UPLOAD NOW? Y/N
30
EFTPOS EXTRA MOBILE USER GUIDE
Key in the terminal password and press ENTER.
Key in the ROC (Record of Charge) number of the
transaction that needs adjustment.
ENTER ROC NO.
SALE Press the Function (FUNC) button.
Key in the total amount of the transaction
i.e. Sale plus Tip.
The terminal displays the original sale amount with
the calculated tip amount and total. Press ENTER
to confirm.
The terminal has accepted the tip/adjustment
transaction. The receipt will print.
The terminal returns to this prompt. The operator
can either enter a new ROC number or press
CANCEL to quit the function.
Press ENTER to send the adjustments to the
Westpac Host.
TRANSACTION PROCEDURES
5.8 How to Process a Mail/Telephone Order/e-Commerce transaction
Transactions initiated by mail or telephone are known as MOTO (Mail Order or Telephone
Order) transactions. ECOM (Electronic Commerce) transactions are those initiated over the
Internet.
MOTO and ECOM transactions can be processed on credit and charge cards only, as the
cardholder is not present.
For information on how to register as a MOTO or ECOM merchant, contact Westpac’s
Merchant Business Solutions on 1800 029 749.
Note:
●●
●●
●●
Until registered as a MOTO/ECOM merchant you must not process MOTO or ECOM
transactions.
An authorisation of a MOTO or ECOM transaction only establishes that the funds are
available in the cardholder’s account and that the card has not been reported lost
or stolen. It does not guarantee that the person whose name appears on the card is
making the purchase or that the purchase will not be subject to chargeback.
You will be liable for all chargebacks on MOTO/ECOM transactions.
You must retain all merchant receipts for at least twelve months from the
transaction date.
EFTPOS EXTRA MOBILE USER GUIDE
TRANSACTION PROCEDURES
31
TERMINAL DISPLAY
PROCEDURE
22/05/2009 12.48
ENTER AMOUNT
22/05/2009 12.48
C/O MOTO ECOM
MOTO $8.00
ENTER CARD NO.
MMYY
ENTER TO CONFIRM
PROCESSING
CUSTOMER COPY
PRESS ENTER
Key in the card expiry date (mmyy) and press
ENTER.
Note: CCV is described in the Minimising Fraud
Section.
MANUAL PASSWORD?
MOTO/ECOM Key in the card number and press ENTER.
Key in the CCV and press ENTER. Or, if CCV is not
available, just press ENTER.
ENTER CCV
MOTO/ECOM
Press the soft key beneath MOTO or ECOM.
Key in the purchase amount and press ENTER.
ENTER MOTO AMT
CARD EXP Press ENTER until MOTO or ECOM is displayed on
the screen.
Key in the terminal password and press ENTER.
$8.00
Confirm amount by pressing ENTER.
The terminal is connecting to the bank and
processing the sale.
Press ENTER to print customer receipt.
Before completing the sale, check that the transaction was approved.
If the transaction is declined, the terminal will display an error message giving the
reason. An explanation of the error code is available in Chapter 10.2, Response Codes.
32
EFTPOS EXTRA MOBILE USER GUIDE
TRANSACTION PROCEDURES
Approved MOTO Receipt
EFTPOS EXTRA MOBILE USER GUIDE
TRANSACTION PROCEDURES
33
5.9 How to Process a Pre-Authorisation
This function is used to reserve funds for a sale to be processed at a later time. Car rentals
and hotels/motels most commonly use this function.
Note:
Pre-Authorisation transactions can only be performed on credit cards and charge
cards and only where you have been authorised to do so. Be sure to retain the receipt
as it might be required to process the completion transaction known as a checkout.
TERMINAL DISPLAY
PROCEDURE
22/05/2009 12.54
ENTER AMOUNT
22/05/2009 12.54
C/O AUTH ECOM
ENTER AUTH AMT
Press ENTER until AUTH is displayed on the screen.
Press the soft key beneath AUTH.
Key in the pre-authorisation amount and press
ENTER.
Insert the customer’s chip card into the chip card
reader.
AUTH $40.00
INSERT/SWIPE CARD
Or:
Swipe the customer’s card through the card reader.
Or:
Key in the card number, expiry date and CCV#
(if available) for manual entry.
AUTH $40.00
PIN & / OR ENTER
CREDIT AUTH
PROCESSING
VERIFY SIGNATURE
CORRECT? YES/NO
**REMOVE CARD**
CUSTOMER COPY
PRESS ENTER
34
EFTPOS EXTRA MOBILE USER GUIDE
Where prompted, have the cardholder key in their
PIN and press ENTER, or just press ENTER.
The terminal is connecting to the bank and
processing the pre-authorisation.
If the card was inserted, remove the card from the
reader.
If signature is required: Have the customer sign the
receipt. If the signature matches the signature on
the card, press ENTER. Otherwise press CANCEL.
Press ENTER to print customer receipt.
TRANSACTION PROCEDURES
Before completing the sale, check that the initial transaction was approved.
Hand the customer their copy of the transaction record and their card. If the
transaction is declined, the terminal will display an error message giving the reason.
An explanation of the error code is available in Chapter 10.2, Response Codes.
Approved PreAuth Receipt
(approved with PIN,
no signature required)
EFTPOS EXTRA MOBILE USER GUIDE
Approved PreAuth Receipt
(signature required)
TRANSACTION PROCEDURES
35
5.10 How to Process a Checkout
A checkout is used to complete an earlier pre-authorisation.. You might need the ROC No. or
Auth. ID printed on the pre-authorisation receipt for matching purposes.
Car rental and hotel/motel merchants most commonly use this function. This function is an
offline process and requires the approval code printed on the receipt of the original preauthorisation transaction.
Note:
The terminal retains pre-authorisations only for seven calendar days.
TERMINAL DISPLAY
PROCEDURE
22/05/2009 13.05
ENTER AMOUNT
22/05/2009 13.05
C/O AUTH ECOM
Key in the ROC no. of the PreAuth receipt and press
ENTER
CHECK OUT
Or:
ENTER ROC NO.
Press ENTER.
& / OR ENTER
The next step depends on whether you keyed in the
ROC no. or pressed ENTER.
$40.00
……………………………….…………0166
APPR CODE 242495
ENTER TO CONFIRM
36
Press the select key beneath C/O.
Key in the terminal password and press ENTER.
TERMINAL PWD?
AUTH Press ENTER until C/O is displayed on the screen.
1.
If you keyed in the ROC no. the pre-authorisation
details will display. Press ENTER to confirm details.
APPROVAL CODE?
2.
If you pressed ENTER, key in the approval code
printed on the pre-authorisation receipt and press
ENTER.
ENTER C/O AMT
Key in the checkout amount and press ENTER.
EFTPOS EXTRA MOBILE USER GUIDE
TRANSACTION PROCEDURES
TERMINAL DISPLAY
PROCEDURE
If you keyed in the Approval Code this screen will
appear.
C/O $40.00
INSERT/SWIPE CARD
Insert the customer’s chip card into the chip card
reader.
Or:
Swipe the customer’s card through the card reader.
Or:
Key in the card number, expiry date and CCV#
(if available) for manual entry.
C/O $40.00
ADD TIP AMT
& / OR ENTER
C/O $40.00
ENTER TO CONFIRM
VERIFY SIGNATURE
CORRECT? YES/NO
**REMOVE CARD**
CUSTOMER COPY
PRESS ENTER
If your terminal is enabled for tips, this screen may
appear. Key in the tip amount and press ENTER or,
just press ENTER.
Press ENTER to confirm Checkout amount.
If the card was inserted, remove the card from the
reader.
Have the customer sign the receipt. If the signature
matches the signature on the card, press ENTER.
Otherwise press CANCEL.
Press ENTER to print customer receipt.
Before completing the sale, check that the initial transaction was approved.
Hand the customer their copy of the transaction record and their card. If the
transaction is declined, the terminal will display an error message giving the reason.
An explanation of the error code is available in Chapter 10.2, Response Codes.
EFTPOS EXTRA MOBILE USER GUIDE
TRANSACTION PROCEDURES
37
Checkout Receipt
38
EFTPOS EXTRA MOBILE USER GUIDE
TRANSACTION PROCEDURES
6.0 How to Operate User Management (Shift)
Function
This function is also known as shift management. It is independent of the settlement times.
This function allows you to keep a record of users who have operated the terminal in a shift
period.
Please note:
Shift totals are independent from settlement times. The Shift totals are not reset
when the settlement is performed.
6.1 How to Activate/Deactivate User Management (Shift) mode
To activate Shift Mode:
TERMINAL DISPLAY
22/05/2009 12.54
ENTER AMOUNT
PROCEDURE
Press the Function (FUNC) button.
FUNCTION?
Key in 64 and press ENTER.
TERMINAL PWD?
Key in the terminal password and press ENTER.
SHIFT MODE
ACTIVATE?
Press ENTER to activate Shift Mode.
To deactivate Shift Mode:
TERMINAL DISPLAY
SHIFT MODE
DEACTIVATE?
EFTPOS EXTRA MOBILE USER GUIDE
PROCEDURE
Follow the above steps to deactivate shift mode.
Press ENTER at this prompt.
TRANSACTION PROCEDURES
39
6.2 How to Set User ID’s.
The terminal can have up to 10 user ID’s. User ID’s are unique two digit numbers
(01, 02, etc.) allocated by you to ID individual users.
TERMINAL DISPLAY
22/05/2009 12.54
ENTER AMOUNT
Press the Function (FUNC) button.
FUNCTION?
Key in 60 and press ENTER.
TERMINAL PWD?
Key in the terminal password and press ENTER.
ENTER USER ID
Key in the User ID number and press ENTER.
NEW PASSWORD:
The user is required to enter a 4 digit code.
VERIFY PASSWORD:
The user is required to re-enter the 4 digit code
entered in previous step.
USER MANAGEMENT
USER ADDED
40
PROCEDURE
EFTPOS EXTRA MOBILE USER GUIDE
The user has been accepted. Repeat the above steps
to add extra users.
TRANSACTION PROCEDURES
6.3 How to Start Shift
The terminal can manage up to 10 different users, the first (User 01) being referred to as
the shift leader. The shift leader must start a shift before the other users. For each user, the
terminal stores the number of transactions, the total transaction amount and the tip amount.
When the shift/user reports are printed, the terminal indicates the date and time the totals
were started and ended.
TERMINAL DISPLAY
PROCEDURE
22/05/2009 12.54
ENTER AMOUNT
Press the Function (FUNC) button.
Key in 61 and press ENTER.
FUNCTION?
Enter the User ID (01-10) and press ENTER.
ENTER USER ID
PASSWORD:
The user is required to enter their 4 digit code.
USER MANAGEMENT
SHIFT STARTED
The terminal confirms that User ID has been
recorded.
6.4 How to End Shift
This function will end the shift and print an ‘End of Shift’ report.
TERMINAL DISPLAY
PROCEDURE
22/05/2009 13.16
ENTER AMOUNT
Press the Function (FUNC) button.
FUNCTION?
Key in 62 and press ENTER.
PASSWORD:
Key in the terminal or shift leader password and
press ENTER.
END SHIFT
CORRECT? END SHIFT
PRINTING
EFTPOS EXTRA MOBILE USER GUIDE
YES/NO
Press ENTER to end the Shift.
The terminal will now print the end Shift Report.
HOW TO OPERATE USER MANAGEMENT (SHIFT) FUNCTION
41
Shift Report
42
EFTPOS EXTRA MOBILE USER GUIDE
HOW TO OPERATE USER MANAGEMENT (SHIFT) FUNCTION
7.0 Reporting Functions
7.1 How to Print Sub Totals Report
This function will print a report of all transactions performed since the last settlement,
without resetting the totals in the terminal.
TERMINAL DISPLAY
22/05/2009 13.06
ENTER AMOUNT
22/05/2009 13.06
INIT SUB SETL
SUB TOTALS
PLEASE WAIT
EFTPOS EXTRA MOBILE USER GUIDE
PROCEDURE
Press ENTER until SUB is displayed on the screen.
Press the select key directly beneath SUB.
The terminal is printing the totals of sales, refunds
and cash outs since the last terminal settlement.
REPORTING FUNCTIONS
43
Subtotals Report
44
EFTPOS EXTRA MOBILE USER GUIDE
REPORTING FUNCTIONS
7.2 Terminal Settlement
Settlement for the EFTPOS EXTRA Mobile device can occur via a programmed terminal
settlement (automatic settlement) or a manual settlement. Failure to perform a settlement
may result in split deposits for settlements.
The terminal must be powered on for settlement to occur at the programmed time. Manual
settlement will require the operator to enter the terminal settlement password for settlement
to occur.
Note:
A settlement can only be performed once in a 24-hour period.
You cannot settle between 9.30pm and 11.00pm (Sydney time).
To process a manual settlement:
TERMINAL DISPLAY
22/05/2009 13.09
ENTER AMOUNT
PROCEDURE
Press ENTER until SETL is displayed on the screen.
22/05/2009 13.09
WESTPAC
Press the select key directly beneath SETL.
INIT SUB SETL
SETTLEMENT PWD?
BATCH UPLOAD
PLEASE WAIT
EFTPOS EXTRA MOBILE USER GUIDE
Key in the settlement password and press ENTER.
The terminal will connect to the host to settle all
transactions processed in current batch period.
REPORTING FUNCTIONS
45
Settlement Report
46
EFTPOS EXTRA MOBILE USER GUIDE
REPORTING FUNCTIONS
7.3 How to Reprint Last Settlement
This function will reprint the last settlement which has occurred.
TERMINAL DISPLAY
22/05/2009 13.09
ENTER AMOUNT
PROCEDURE
Press the Function (FUNC) button.
Key in 70 and press ENTER.
FUNCTION?
PRINTING
PLEASE WAIT
This prompt is displayed as the report is printing.
7.4 Tip Reporting
This function is used to print information relating to tips processed in the settlement period.
The terminal can be loaded with 10 users, meaning that a user can have a USER ID ranging
from 01 to 10. Once tip reporting is enabled it will stay active until it is switched off. The
terminal can be settled without having to start the tip reporting function again.
Please note:
Tip reporting cannot be activated whilst shift mode is activated. See Section 6.0.
To Activate Tip Reporting Function
(This needs to be done before the trading period commences.)
TERMINAL DISPLAY
22/05/2009 12.24
ENTER AMOUNT
PROCEDURE
Press the Function (FUNC) button.
FUNCTION?
Key in 57 and press ENTER.
TERMINAL PWD?
Key in the terminal password and press ENTER.
TIP REPORT
ACTIVATE?
EFTPOS EXTRA MOBILE USER GUIDE
Press ENTER to activate tip report.
REPORTING FUNCTIONS
47
To Deactivate Tip Report Function
TERMINAL DISPLAY
PROCEDURE
TIP REPORT
To deactivate the tip report, follow the above steps.
DEACTIVATE?
Press ENTER to deactivate the tip report.
7.5 How to Print Tip Report
Once the Tip Report function has been activated, the report can be printed many times
during the settlement period. Once the terminal settles, the tip report will be reset.
Please note:
The tip report can only be printed from current settlement period.
TERMINAL DISPLAY
22/05/2009 13.06
ENTER AMOUNT
FUNCTION?
PRINTING
PLEASE WAIT
48
EFTPOS EXTRA MOBILE USER GUIDE
PROCEDURE
Press the Function (FUNC) button.
Key in 58 and press ENTER.
The terminal is printing the Tip report.
REPORTING FUNCTIONS
Tip Report
EFTPOS EXTRA MOBILE USER GUIDE
REPORTING FUNCTIONS
49
7.6 How to Reprint Last Transaction
This function will reprint the receipt of the last transaction performed.
Please note:
This can only be done from the current settlement period.
TERMINAL DISPLAY
22/05/2009 13.24
ENTER AMOUNT
FUNCTION?
PRINTING
PLEASE WAIT
50
EFTPOS EXTRA MOBILE USER GUIDE
PROCEDURE
Press the Function (FUNC) button.
Key in 72 and press ENTER.
This prompt is displayed as the receipt is printing.
REPORTING FUNCTIONS
Receipt Reprint
EFTPOS EXTRA MOBILE USER GUIDE
REPORTING FUNCTIONS
51
7.7 How to do a Transaction Scroll
This function allows the operator to view all the transactions that have not been settled.
TERMINAL DISPLAY
PROCEDURE
22/05/2009 13.06
ENTER AMOUNT
Press the Function (FUNC) button.
FUNCTION?
Key in 1 and press ENTER.
VIEW BATCH
The first transaction in the batch will be displayed.
Press the soft keys under PREV and NEXT to scroll
through the transaction records.
ROC# 000026
SALE $17.00
PREV NEXT INFO
Press the soft key under INFO to display the
approval code and the partial card number of the
displayed transaction.
VIEW BATCH
APPROVAL 420881
456412-234
Press INFO again to display the date and time the
transaction was made.
PREV NEXT INFO
VIEW BATCH
SEQUENCE #000046
31/03/09 10:20
Pressing INFO again will return to the first
information screen.
PREV NEXT INFO
Please note:
Pressing CANCEL at any time will return the terminal to the idle prompt.
52
EFTPOS EXTRA MOBILE USER GUIDE
REPORTING FUNCTIONS
7.8 How to View Specific Transaction
This function will allow the operator to view a specific transaction which has not yet settled.
It is similar to a transaction scroll (refer section 7.5) except that the terminal will prompt for a
ROC number.
TERMINAL DISPLAY
PROCEDURE
22/05/2009 13.06
ENTER AMOUNT
Press the Function (FUNC) button.
FUNCTION?
Key in 21 and press ENTER.
VIEW ROC
Key in the ROC (Record of Charge) number of the
required transaction and press ENTER.
ROC # ?
ROC# 00024
SALE $20.00
PREV NEXT INFO
APPROVAL 123456
…………………….1234
PREV NEXT INFO
SEQUENCE The terminal will display the transaction requested.
Press the soft key under INFO to display the
approval code and the card number. Press the soft
key under PREV and NEXT to scroll through other
transaction records.
Press INFO again to display the date and time the
transaction was made.
#000033
30/06/08 10:21
Pressing INFO again will return to the first screen.
PREV NEXT INFO
Please note:
You can press CANCEL at any time to return to the idle prompt.
EFTPOS EXTRA MOBILE USER GUIDE
REPORTING FUNCTIONS
53
7.9 How to Reprint Specific Transaction
This function will allow the operator to reprint a specific transaction.
Note:
Reprint of a specific transaction can only be done from current settlement period.
TERMINAL DISPLAY
22/05/2009 13.24
ENTER AMOUNT
PROCEDURE
Press the Function (FUNC) button.
FUNCTION?
Key in 73 and press ENTER.
REPRINT ROC
Key in the ROC (Record of Charge) number of the
transaction to be reprinted and press ENTER.
ENTER ROC NO.
SCANNING BATCH
PLEASE WAIT
The terminal will reprint the receipt from the
transaction specified and then return to the idle
state.
7.10 How to Print Transaction Log
This function will print out a summary of each transaction performed in the day’s batch period.
It will print, in one list, transactions done on all card types (MasterCard, American Express etc).
TERMINAL DISPLAY
22/05/2009 13.07
ENTER AMOUNT
FUNCTION?
PRINTING
PLEASE WAIT
54
EFTPOS EXTRA MOBILE USER GUIDE
PROCEDURE
Press the Function (FUNC) button.
Key in 75 and press ENTER.
The terminal will print the Transaction Log receipt
and then return to the idle state.
REPORTING FUNCTIONS
Transaction Log
EFTPOS EXTRA MOBILE USER GUIDE
REPORTING FUNCTIONS
55
8.0 Fall Back Sales Procedures
8.1 Electronic Fall Back
The Electronic Fall Back (EFB) facility is available only when enabled on the terminal, and only
for certain card types.
Electronic Fall Back is the ability to continue performing transactions on the terminal, even
when communication with the Westpac host system for on-line approval has been lost or the
Issuer is unavailable. In EFB mode transactions are stored within the terminal and manual
vouchers are not required. After communication has been restored, the terminal forwards
the stored transactions to Westpac for processing.
Your Merchant Letter of Offer contains your debit and credit floor limits.
You are reminded that you must not “split” a sale in order to avoid obtaining authorisation.
When processing in EFB Mode some differences apply to normal ‘on-line’ processing:
●●
●●
●●
For credit card transactions that are over your Credit card floor limit, you will be required
to enter an authorisation number which you can obtain by calling 132 415. Alternatively ask
your customer for an alternative means of payment.
Signature capture is required on all EFB transactions regardless of the account selection or
whether PIN was entered.. The terminal will process the transaction in accordance with the
EFB floor limits and other validation settings.
Cheque/Savings account transactions exceeding your floor debit card floor limit will be
declined. Ask your customer for an alternate means of payment
When communication has been lost and the amount of the transaction is over your floor
limit, the terminal will display the following:
TERMINAL DISPLAY
OVER EFB LIMIT
CALL FOR AUTH
You will be required to enter an authorisation
number, which you can obtain by calling 132 415.
ENTER APP CODE
Enter this six digit code and press ENTER.
VERIFY SIGNATURE
CORRECT? YES/NO
**REMOVE CARD**
CUSTOMER COPY
PRESS ENTER
56
PROCEDURE
EFTPOS EXTRA MOBILE USER GUIDE
If the card was inserted, remove the card from the
reader.
Have the customer sign the receipt. If the signature
matches the signature on the card, press ENTER.
Otherwise press CANCEL.
Press ENTER to print customer receipt.
FALL BACK SALES PROCEDURES
8.2 Manual Fall Back
The EFTPOS EXTRA Mobile terminal supplied to you is very reliable and Westpac is
committed to ensuring its smooth operation is maintained. Any problems should be promptly
reported to our helpdesk.
If your terminal fails to function correctly you may revert to manual fallback.
Before Performing a Downtime Transaction:
For credit cards, if the transaction is over your Floor Limit, call 132 415 for authorisation.
If you are unsure of your Floor Limit for credit cards please refer to your Letter of Offer or
check your recent merchant statement.
For debit cards, if the transaction is over your Floor Limit find an alternate means of
payment. If you are unsure of your Floor Limit for debit cards please refer to your Letter of
Offer or check your recent merchant statement.
Minimum Requirements:
You must complete all sales details on the voucher. The completed voucher must be signed
by the customer and the signature compared with that appearing on the reverse of the
card. If the signature does not match or you are in any doubt as to the authenticity of the
cardholder, another form of payment should be sought. You must check the ‘to’ and ‘from’
dates to ensure the card has not expired. You must ensure the card is presented and
imprinted.
Banking:
The completed downtime vouchers, together with an EFTPOS Merchant Summary voucher
must be deposited with Westpac in the grey envelope for debit cards and in the blue
envelope for credit cards on the first available business day. You must retain copies of all
vouchers for 12 months. Vouchers can be charged back for late deposits.
If you require any additional information, please contact Merchant Business Solutions
on 1800 029 749.
EFTPOS EXTRA MOBILE USER GUIDE
FALL BACK SALES PROCEDURES
57
9.0 Minimising Fraud
At Westpac, we take fraud seriously, and you should too.
Fraud can cost your business significant amounts of money, and certain types of merchants
– based on the types of goods sold – are more prone to fraudulent transactions than others.
We believe it is essential for you to have a sound understanding of credit card fraud, how it
can be detected and how it can be prevented. And, because we do consider that credit card
fraud is a very serious issue, we have developed a brochure to assist you in fighting fraud.
This brochure is entitled “Protecting business against credit card fraud”. We strongly urge
you to read this brochure carefully, and to keep it close as a handy reference guide.
A DVD is also available if you require more information.
ADDITIONAL FRAUD PREVENTION INFORMATION IS AVAILABLE ON THE WESTPAC WEBSITE AT:
www.westpac.com.au
9.1 CCV Security Codes.
What is CCV?
The three-digit value printed on the signature panel of a payment card used to verify cardnot-present transactions.
CCV security codes are a way to lessen the risk of fraud and chargeback when the
cardholder is not physically present, or when a card cannot be inserted/swiped successfully.
In these cases you can key in the card number.
A CCV security code is printed on the card but does not appear on receipts. When you key
in the CCV code, a check is made that the code matches the card number. This gives greater
assurance that the customer is in possession of the card. CCV codes are numbers of three or
four digits, depending on the card type.
Note:
Some cards, for example, do not have a CCV code
CCV (Card Check Value) is also known as CVV and CVC
●●
●●
58
EFTPOS EXTRA MOBILE USER GUIDE
MINIMISING FRAUD
Where Can I Find the CCV Security Code?
Some cards, for example MasterCard and Visa, have
a three-digit CCV printed on the signature strip on the
reverse side of the card. Other numbers may precede
the CCV. The last three digits on the signature strip
are the CCV.
Other cards, for example American Express, have
a four-digit CCV on the front of the card, above the
account number.
CCV
Some cards do not have a CCV.
Should I Save CCV Security Codes?
No. It is prohibited to store the CCV codes. must remain secret. You must not write them
down or save them electronically. Doing so might lead to heavy penalties.
Manual Authorisations and CCV
If your terminal is not functioning at all, you can revert to a manual imprinter. When seeking
authorisation for a credit card transaction above the floor limit, be sure to provide the CCV
number if available.
EFTPOS EXTRA MOBILE USER GUIDE
MINIMISING FRAUD
59
10.0Trouble Shooting
10.1 Hardware Faults
HARDWARE FAULTS
ACTION
1. Ensure that the power cable is securely connected to the
terminal.
No response from
the terminal
2. Power off the terminal for 10 seconds.
3. Power on the terminal.
4. Retry the transaction.
5. Call Merchant Business Solutions if the problem persists.
1. Re-insert/swipe the card as per instructions in Section 4.
Terminal not
reading cards
2. If there is still no response from the card reader power off
the terminal for 10 seconds.
3. Power on the terminal.
4. Attempt transaction again.
5. Call Merchant Business Solutions if the problem persists.
1. Remove the paper roll from the printer to ensure that there
is no paper caught.
2. If the existing paper roll is damaged in any way then replace
this with a new roll.
Paper jamming
Or
Not feeding
Or
Not printing
3. If the problem continues power off the terminal for
10 seconds.
4. Power on the terminal.
5. Initialise the terminal by pressing ENTER until INIT is
displayed as one of the options. Press the select key directly
beneath INIT.
6. The terminal should print a logon receipt. This will confirm if
the printer is operational.
7. Re-test the printer using the FEED button.
8. You can test the printer by pressing the FUNC button
followed by 82. A receipt will print.
9. Call Merchant Business Solutions if the problem persists.
60
EFTPOS EXTRA MOBILE USER GUIDE
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10.2 Response Codes
Below is a copy of a receipt, which indicates the location of the Response Codes.
Response Code
Location
Where your terminal displays a response code not listed on your guide, and you use an
electronic terminal supplied by us, you should phone us on 1800 029 749 for clarification.
EFTPOS EXTRA MOBILE USER GUIDE
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61
CODE
DISPLAY
CAUSE/ACTION
00
APPROVED
●●
08
APPROVED
With signature
Y1
APPROVED
●●
The transaction has been approved.
Y3
APPROVED
●●
The transaction has been approved.
01
CALL FOR AUTH
●●
●●
●●
02
CALL FOR AUTH
●●
●●
03
INVALID PPID
04
CONTACT CARD
ISSUER
05
06
08
12
CANNOT PAY
CANNOT PAY
APPROVED PENDING
SIGNATURE
INVALID
TRANSACTION
●●
14
62
CANNOT PAY
CONTACT CARD
ISSUER
EFTPOS EXTRA MOBILE USER GUIDE
The transaction has been approved if the signature
is correct.
Unable to obtain electronic authorisation.
Call for authorisation from appropriate card issuer
then complete manual sales voucher if approved.
Unable to obtain electronic authorisation.
Call for authorisation from appropriate card issuer
then complete manual sales voucher if approved.
Contact Merchant Business Solutions.
●●
Obtain another form of payment.
●●
Advise cardholder to contact card issuer.
●●
Obtain another form of payment.
●●
Advise cardholder to contact card issuer.
●●
Obtain another form of payment.
●●
Advise cardholder to contact card issuer.
●●
The transaction is approved if the signature is correct.
●●
The cardholder should now sign the receipt.
●●
●●
●●
13
The transaction has been approved.
Retry the transaction selecting a different account.
If the transaction is declined again, obtain another
form of payment.
Advise cardholder to contact issuing bank.
●●
Obtain another form of payment.
●●
Advise cardholder to contact card issuer.
●●
Obtain another form of payment.
●●
Advise cardholder to contact card issuer.
MINIMISING FRAUD
CODE
DISPLAY
30
FORMAT ERR CALL
HELPDESK
CAUSE/ACTION
●●
●●
39
WRONG ACCOUNT
●●
●●
41
43
51
52
CONTACT CARD
ISSUER
CONTACT CARD
ISSUER
CANNOT PAY
WRONG ACCOUNT
WRONG ACCOUNT
CANNOT PAY
55
56
58
INVALID PIN
CONTACT CARD
ISSUER
INVALID
TRANSACTION
EFTPOS EXTRA MOBILE USER GUIDE
If the transaction is declined again, obtain another
form of payment.
●●
Contact manual Credit Card Authorisations.
●●
Press the option for extension 500.
●●
Contact manual Credit Card Authorisations.
●●
Press the option for extension 500.
●●
Obtain another form of payment.
●●
Advise cardholder to contact card issuer.
●●
Retry the transaction, selecting a different account.
If the transaction is declined again, obtain another
form of payment.
●●
Advise cardholder to contact issuing bank.
●●
Retry the transaction, selecting a different account.
●●
EXPIRED CARD
Retry the transaction, selecting a different account.
Advise cardholder to contact issuing bank.
●●
54
Contact Merchant Business Solutions whilst the
cardholder is present to confirm if the transaction
has been processed correctly.
●●
●●
53
Power the terminal off and on and retry the
transaction.
If the transaction is declined again, obtain another
form of payment.
Advise cardholder to contact issuing bank.
●●
Check the card expiry date.
●●
Obtain another form of payment.
●●
Advise cardholder to contact card issuer.
●●
The cardholder has entered the wrong PIN.
●●
Retry the transaction with the correct PIN.
●●
Obtain another form of payment.
●●
Advise cardholder to contact card issuer.
●●
Obtain another form of payment.
●●
Advise cardholder to contact card issuer.
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63
CODE
DISPLAY
CAUSE/ACTION
59
CANNOT PAY
●●
Obtain another form of payment.
●●
Advise cardholder to contact card issuer.
61
62
65
75
CANNOT PAY
CANNOT PAY
CANNOT PAY
CANNOT PAY
●●
Obtain another form of payment.
●●
Advise cardholder to contact card issuer.
●●
Obtain another form of payment.
●●
Advise cardholder to contact card issuer.
●●
Obtain another form of payment.
●●
Advise cardholder to contact card issuer.
●●
●●
●●
90
PLEASE RETRY
●●
●●
91
94
97
ISSUER NOT
AVAILABLE
CANNOT PAY
SETTLE NOT
AVAILABLE
SYSTEM ERROR
DECLINED TC
●●
Bank is unavailable; retry the transaction.
●●
Obtain another form of payment.
●●
Advise cardholder to contact card issuer.
●●
●●
●●
●●
EFTPOS EXTRA MOBILE USER GUIDE
If the transaction is declined again follow manual
fallback procedures as explained in Section 8.0.
●●
●●
64
Retry the transaction.
If the transaction is declined again, obtain another
form of payment.
Cardholder to contact issuing bank.
●●
TC
Advise cardholder to contact issuing bank.
●●
●●
98
Retry the transaction.
If the transaction is declined again, obtain another
form of payment.
A settlement has been processed in the last
24 hours, or the settlement is being attempted
between 9.30pm and 11.00pm (Sydney time).
Retry during settlement hours, making sure 24 hours
have elapsed since the previous settlement.
Turn terminal off, then back on, and retry the
transaction.
Contact Merchant Business Solutions if the problem
persists.
Retry the transaction, selecting a different account.
If the transaction is declined again, obtain another
form of payment.
Advise cardholder to contact issuing bank.
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CODE
DISPLAY
CAUSE/ACTION
TL
DECLINED TL
●●
Signature error.
XO
DECLINED TIME OUT
●●
Retry the transaction.
●●
X7
CANCELLED SYSTEM
ERROR
Z1
CANNOT PAY
Z3
ISSUER
UNAVAILABLE
Z4
CANNOT PAY
EFTPOS EXTRA MOBILE USER GUIDE
●●
●●
Contact Merchant Business Solutions if the problem
persists.
Retry the transaction.
Contact Merchant Business Solutions if the problem
persists.
●●
Obtain another form of payment.
●●
Obtain another form of payment.
●●
Obtain another form of payment.
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65
11.0 Glossary
CCV Number
(Card Check
Value)
An additional security feature used in transactions where the card
number is entered manually, for example when the cardholder is not
present (MOTO or ECI).
Charge Card
American Express, Diners Club or JCB card.
Credit Card
MasterCard or Visa card.
Debit Card
A card that gives the customer access to a cheque account or savings
account. The customer must be present when accessing these account
types. Details cannot be hand-keyed into an EFTPOS terminal.
Electronic Fall
Back (EFB)
The ability to continue performing transactions on the terminal when
communication with the Westpac system has been lost.
GSM/GPRS
The wireless communications network used to connect the mobile
version of the EFTPOS Advantage terminal to the Westpac system.
Manual Fall Back The use of a manual ‘click clack’ imprinter as a back-up, when an
electronic terminal is not working.
Merchant ID
66
An eight-digit number used to obtain an authorisation code for credit
card transactions. This number is unique to your terminal, and can be
found on any of the following:
●●
A receipt printed on your terminal
●●
Your merchant statement
●●
The metal plate on your manual imprinter
Multi Merchant
One of a number of merchants who have individual merchant
agreements with Westpac and transact business through one shared
terminal.
Offline Re-Entry
The re-entry, from receipts, of transactions stored in a terminal that has
failed, to ensure that the stored transactions are not lost.
ROC Number
The ‘Record of Charge’ number found on your terminal receipt. An
invoice number.
Terminal ID
An eight-digit number that identifies your EFTPOS terminal. The Terminal
ID can be found on a transaction report printed on your terminal.
EFTPOS EXTRA MOBILE USER GUIDE
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Notes
EFTPOS EXTRA MOBILE USER GUIDE
67
Notes
68
EFTPOS EXTRA MOBILE USER GUIDE
MBB020 (07/09) 162969
© 2009 Westpac Banking Corporation ABN 33 007 457 141.