Ingenico I5100 Manuale utente

Dial-up

EFTPOS Merchant

Operating Guide

Phone Numbers

THE FOLLOWING HELP DESK’S AND AUTHORISATION CENTRE’S ARE AVAILABLE

TO YOU 24 HOURS A DAY, 7 DAYS A WEEK.

Bank of Melbourne Electronic Banking Service Centre

Service and Sales Support Help Desk

(including stationery orders).

1300 603 266

Touch© Help Desk

For General Touch©Enquiries. 1300 305 066

Authorisations - For Fall Back Purposes Only.

Cardlink Authorisation Centre

(credit cards only).

1300 301 831

EFTPOS Help Desk (debit cards only). 1300 603 266

American Express® Authorisations 1300 363 614

Diners Club® Authorisations 1800 331 112

JCB Authorisations 1300 363 614

Merchant details

Please complete the details below for your merchant facility.

Trading name:

Merchant number:

Terminal number(s):

Dial-up EFTPOS Merchant Operating Guide - May 2011

American Express® is a registered trademark of American Express Company.

Diners Club® is the registered trademark of Diners Club International Limited.

Dial-up EFTPOS Merchant Operating Guide – May 2011

1.0 Introduction 2

1.1 Merchant Responsibility

for Equipment and

Materials Provided 2

1.2 Cancellation of Facility 3

1.3 Damaged, Lost or Stolen

Equipment 3

1.4 Merchant Receipts 3

2.0 Getting Started 5

2.1 i5100 EFTPOS 5

2.2 Keyboard Layout 6

2.3 Connecting the Terminal 7

2.4 Printer and Paper Load

Function 9

3.0 Passwords and Codes 10

3.1 Refund password 10

3.2 Settlement password 10

3.3 Void password 10

3.4 Terminal password 10

3.5 User Management Code 11

4.0 Procedures 12

4.1 Inserting a Chip Card 12

4.2 Swiping a Magnetic

StripeCard 13

4.3 Operating Training Mode 13

4.4 Locking/Unlocking

Terminal Keyboard 14

5.0 Transaction Procedures 18

5.1 How to Process a Sale 16

5.2 How to Process a Cash

Only Transaction 22

5.3 How to Process a Refund 22

5.4 How to Void a Transaction 24

5.5 How to Process a

Sale with Tip 26

5.6 How to Process a

Tip Adjustment 28

5.7 How to Process Multiple

Tip Adjustments 32

5.8 How to Process a Mail/

Telephone Order/

e-Commerce transaction 33

5.9 How to Process a

Pre-Authorisation 36

5.10 How to Process

a Checkout 38

6.0 How to Operate

User Management

(Shift) Function 41

6.1 How to Activate/

Deactivate User

Management (Shi) mode 41

6.2 How to Set User ID’s 42

6.3 How to Start Shift 43

6.4 How to End Shift 43

7.0 Reporting Functions 45

7.1 How to Print Sub

Totals Report 45

7.2 Terminal Settlement 47

7.3 How to Reprint

Last Settlement 49

7.4 Tip Reporting 49

7.5 How to Print Tip Report 50

7.6 How to Reprint

Last Transaction 52

7.7 How to do a

Transaction Scroll 53

7.8 How to View

Specific Transaction 54

7.9 How to Reprint

Specific Transaction 55

7.10 How to Print

Transaction Log 55

8.0 Fall Back

Sales Procedures 57

8.1 Electronic Fall Back 57

8.2 Manual Fall Back 58

9.0 Interfaced EFTPOS 59

10.0 Minimising Fraud 60

10.1 CCV Security Codes 60

11.0 Trouble Shooting 62

11.1 Hardware Faults 62

11.2 Response Codes 63

12.0 Glossary 67

Contents page

2Dial-up EFTPOS Merchant Operating Guide – May 2011

1.0 Introduction

The Ingenico EFTPOS terminal enables 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 the EFTPOS terminal 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, terminals, any other hardware or equipment and any unused

stationery and promotional materials supplied by the Bank, 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.

MasterCard® is a registered trademark of MasterCard International Incorporated.

Dial-up EFTPOS Merchant Operating Guide – May 2011

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

EFTPOS Helpdesk on 1300 603 266. You must ensure that all equipment and

materials are available to be returned within ive 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.

You must provide the customer with a receipt unless he or she

requests otherwise.

1.5 EFTPOS Stationery

All items of stationery relating to your EFTPOS terminal and fall back procedures

can be ordered by phone or online on the internet.

Please place your orders before running your stocks too low. Orders will

be delivered to you within ive business days.

There are no additional fees for stationery supplies.

Ordering Stationery Online

Log on to http://www.bankofmelbourne.com.au/business/payment-solutions

to order stationery online. Select ‘Order Merchant Stationery’ from the menu

on the left of the page, which will direct you to the stationery order page on the

Bank of Melbourne website and enter the following details:

* Merchant Number (MID)

* Trading Address Postcode

then:

* Select your stationery items and quantities and follow the prompts.

4Dial-up EFTPOS Merchant Operating Guide – May 2011

Ordering Stationery By Phone

Call the EFTPOS Helpdesk on 1300 603 266 (available 24/7). Follow the prompts

and use your phone keypad to enter the following details:

* Select your stationery items and quantities

then:

* Merchant Number (MID)

* Trading Address Postcode

Dial-up EFTPOS Merchant Operating Guide – May 2011

2.0 Getting Started

2.1 i5100 EFTPOS

The i5100 EFTPOS terminal is a complete unit that includes a terminal, a detachable

power supply and a telephone cable. The terminal also operates as a PIN Pad for

the customer and has an internal thermal printer for fast, quiet printing.

6Dial-up EFTPOS Merchant Operating Guide – May 2011

2.2 Keyboard Layout

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 conirm 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.

Function key

Paper Feed Key

CHQ/SAV

(Soft Function Keys)

CREDIT

(Soft Function Key)

Cancel Key

Clear Key

Enter Key

def

mno

wxy

abc

jkl

tuv

Q Z

ghi

pqr

Cancel

Clear

Func

Feed

CHQSAV CR

Dial-up EFTPOS Merchant Operating Guide – May 2011

2.3 Connecting the Terminal

Power Socket

Telephone Line

(RJ12)

COM Port 1

(RJ12)

COM Port 2

(RJ12)

Ethernet Socket

(RJ45)

Cable Management Clip

Plug It

8Dial-up EFTPOS Merchant Operating Guide – May 2011

1. Place the terminal on a clear, lat surface close to an electrical socket and

telephone socket. The connectors are located on the underneath of the terminal

as shown.

2. Plug the RJ12 phone connector on the curly end of the Y powered curly cord into

the socket marked .

3. Plug the opposite end of the RJ12 curly cord into the telephone cable adaptor,

which inserts into the telephone wall socket.

4. Plug the DC connector on the curly end of the Y powered curly cord into the

terminal’s power socket.

5. Plug the opposite ends DC connector into the terminal power supply.

6. Connect the power cord to the terminal power supply and then into a mains

power outlet.

Y Powered Curly Cord

CAB321359b

Power Cord

CAB0092

Terminal Connections

ALI0142

Plug It

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