INGENICO iCT250

User guide Version 8.85 iCT250 Table of contents

click on the section that interests you The terminal

The terminal

The in-store Classic Signature is suitable for retailers of all sizes who want to offer their clients a variety of payment options using countertop equipment.

The ideal solution for merchants who want cutting edge technology countertop equipment that is compact yet has a large colour screen, and which accepts contactless payment.

3 The terminal

Terminal description

Inserting the paper roll

1- To open the terminal cover, lift the tab and push back the lid. 2- Remove the empty paper roll. 3- Insert the new paper roll. Pull the paper up approximately 2-3 cm (1 inch) beyond the serrated tear bar as indicated in the photo. 4- Push the cover down to close it properly.

1- Receipt printer 2- Tab to open the lid 3- Paper roll compartment 4- Magnetic reader 5- Green key to confirm input data or messages 6- Yellow key to correct invalid data 7- Red key to cancel the current function and return to the menu 8- Chip card reader 9- f1: Access retailer menus f2: Scroll down f3: Scroll up f4: Start default transaction Where applicable, each of these keys allows for the selection of the item displayed above the key on the screen. 10- Colour graphic screen / Contactless reading area

4 Card information

Card information

5 Card information

THE iCT250 TERMINAL CONTAINS : USEFUL TIPS

• A reader, located on the right side of the terminal, reads • The PIN generally replaces the magnetic stripe cards. signature for a chip card • Another reader, located at the bottom of the terminal, reads transaction. chip cards. • A contactless card reading area on the terminal screen reads However, different combinations contactless cards. of PIN and signature may be required. Verify whether cardholder’s card contains a chip in order to determine which reader to use. Note: a chip card also contains a magnetic stripe. Refer to terminal instructions CONTACTLESS CARD and request cardholder signature if a MAGNETIC STRIPE CARD CHIP CARD INDICATOR* signature line appears on the transaction record.

• If the transaction cannot be completed using the card provided by the cardholder, request another form of payment and ask the cardholder to contact the card CHIP issuer.

* On some cards

6 Card information

VERY IMPORTANT

CHIP CARD A chip card must be inserted into the reader at the bottom of the terminal (chip facing up) and left there for the entire transaction.

MAGNETIC STRIPE CARD A magnetic stripe card must be swiped through the reader located on the right side of the terminal (magnetic stripe facing inward). The magnetic stripe credit card must be swiped by the clerk in order to be able to compare the signature on the card with that on the transaction record.

CONTACTLESS CARD The contactless reading area is located on the terminal screen. The contactless card, when requested, must be placed in front of the screen, then quickly withdrawn. The read is completed when the card is withdrawn. Payment using a mobile device Apple * or Android PayTM* is also permitted. The cardholder may be asked to identify themself with, for example, a personal code on their device.

*TM is a registered trademark of Apple, Inc. TM Android is a trade-mark of Google Inc. 7 Initiating a transaction

Initiating a transaction

8 Initiating a transaction

Initiating a transaction To initiate THE DEFAULT transaction (SELECTED AT INSTALLATION OF THE TERMINAL) • Press the (F4) key to automatically initiate the default transaction (the (F4) key must be programmed in advance). Follow the instructions on the terminal to complete the transaction.

To perform any transaction • Press the (F1) key to access the terminal menu. The available functions are described in the section «Description of menus and transactions» of the present guide.

Multi-merchants • This functionality allows a group of independent merchants, operating at the same business address, to share a single terminal.

• The person operating the terminal will have to select, from a list of configured merchants, the merchant for which the transaction is to be performed. • Each merchant has their own personal configuration on the terminal. Different merchants can offer different services or accept different types of cards. • To activate this feature, please contact the customer service at 1 888 285-0015.

9 Tree-diagram structure of the menus

Tree-diagram structure of the menus

10 Tree-diagram structure of the menus

Main Menu Retailer Transaction Preauthorization* Retailer Transaction Purchase Preauthorization Reprint Preauthorization* Purch. with tip Tel/Mail Preauth* Configuration Accord D EPF* Purch/Cashback* TM Preauth w. tip* Accord D DPF* Tel/Mail Purch* Completion Prepaid card* Balance Inquiry Reversal Accord D EPF * Offline Cancellation Administration Refund Purchase Accum. reversal* Refund Administration Card Inquiry* Offline Purchase Configuration Close batch Offline Refund Reprint Preauthorization Term config** Transmit batch Prepaid card* Preauth Reversal Technician** Reports Config. report** Activation Initialize** Credit note Batch totals Accord D DPF * Change password Reload* Daily totals Default Trans. Purchase Cash remittance* Clerk totals* Refund Purchase Transactions Offline Purchase Purch. with tip Preauthorization* Offline Refund Preauthorization* Offline Not confirmed Preauthorization Tel/Mail preauth* Batch fid* Purchase Preauth Reversal TM Preauth w. tip* Tot fid POS* Purch. with tip Tot fid cen* Clerk ID func* Tel/Mail Purch* Tip Cancellation Printing Refund Tax config* Max fid amt* Diagnostic** FANBOX*

*This function is optional ** For technician use

11 Description of menus and transactions

Description of menus and transactions

12 Description of menus and transactions

Possible menus for your terminal Click on the menu that interests you and see the detailed transactions :

13 Description of menus and transactions

Main Menu The (F1) key accesses the main menu where you can choose one of the following three options: Retailer • This menu provides access to the financial and administrative functions. Reprint • If there was a problem during the printing of a transaction record (lack of paper, etc.), a duplicate transaction record of the last transaction performed on the terminal can be printed. Configuration • This menu allows access to terminal configuration functions, many of which are reserved for technicians’ use only.

Transaction Menu Purchase • This function can be used for both credit cards and direct payment cards.

For prepaid cards: • A PPC purchase transaction allows a customer to pay for purchases using one or more PPCs that may be combined with another method of payment. • When a customer presents a PPC whose value is lower than the purchase amount, the terminal displays a message inviting the merchant to select a payment method to continue the transaction. The merchant is responsible for completing the transaction until final payment of the balance.

14 Description of menus and transactions

Purchase (cont’d) • Various types of PPC purchase transactions are possible : - Payment using a single PPC - Payment of balance using one to three PPCs - A balance payment transaction will accept a maximum of three PPCs at once. - If the customer presents more than three PPCs, the merchant will have to perform multiple payment transactions until final payment of the balance. - A single transaction record is printed for each payment and the corresponding partial transactions are listed together with the balance. - The merchant is responsible for validating the content of the transaction record in order to make sure that the value of the final “AMOUNT PAYABLE” on the record (last line) is $0.00. If the balance is not $0.00, the merchant must complete or correct the transaction. - If the balance payment transaction is terminated prematurely (input error, card not approved, etc.), the merchant must take the necessary steps to correct already approved transactions or complete the transaction using another method of payment. - Payment of balance using one or two PPCs combined with a payment card (direct payment OR credit) - This transaction allows a customer to pay for purchases using one or two PPCs and a payment card (direct payment or credit). - A balance payment transaction combined with a payment card (direct payment or credit) accepts a maximum of two PPCs at a time. - If the customer presents more than two PPCs, the merchant will have to make multiple payment transactions until final payment of the balance. - The merchant must first make the partial transactions with the PPC(s) before selecting the payment function (direct payment or credit) at the terminal to finalize the purchase transaction. - A single transaction record is printed for each payment and the corresponding partial transactions are listed together with the balance.

15 Description of menus and transactions

Purchase (cont’d)

- If a credit card is used for a combined PPC/credit card transaction, the merchant must check whether the cardholder has to sign the transaction record (check whether the terminal prints a signature line on the record). - The merchant is responsible for validating the content of the transaction record in order to make sure the value of the final “AMOUNT PAYABLE” on the record (last line) is $0.00. If the balance is not $0.00, the merchant must complete or correct the transaction. - If the balance payment transaction is terminated prematurely (input error, card not approved, etc.), the merchant must take the necessary steps to correct already approved transactions or complete the transaction using another method of payment. - Payment of balance using one or two PPCs and a method of payment other than direct payment or credit. - This transaction allows a customer to pay for purchases using one or two PPCs and another method of payment such as cash or cheque. - A balance payment transaction combined with the “Other payment method” function (OPM) accepts a maximum of two PPCs at a time. - If the customer presents more than two PPCs, it will be necessary to make multiple balance payment transactions. - The merchant must first make the partial transactions with the PPC(s) before selecting the OPM function at the terminal to finalize the purchase transaction. - A single transaction record is printed for each payment and the corresponding partial transactions are listed together with the balance. - When the transaction is completed with another method of payment that does not require use of the terminal, the final “AMOUNT PAYABLE” on the transaction record (last line) is greater than $0.00. The merchant is responsible for taking the steps required to complete the transaction.

16 Description of menus and transactions

Purchase (cont’d) When a purchase transaction is made using multiple PPCs, it is not possible to choose the amounts that will be debited from the PPCs. • A PPC purchase transaction may not be made with a direct payment AND a credit card when making a “Balance payment”. • A PPC transaction may be initiated from the main screen (welcome screen) by swiping the PPC in the magnetic stripe card reader. Purch. with tip • This function can be used for both credit cards and direct payment cards. • Once the device has been handed to the customer, they can enter the amount or percentage of the tip to be added to the current purchase. Purch./Cashback (optional) • This transaction enables the customer to use their direct payment card to make a purchase and, at the same time, make a cash withdrawal at the merchant location. • A customer may not make a withdrawal without making a purchase. Tel./Mail Purch. (optional) • This transaction enables a cardholder to pay using a credit card for goods or services purchased by telephone or by mail. • This transaction is restricted to certain types of businesses whose sales are made by telephone or by mail; these businesses must first conclude an agreement to this effect with the acquiring institution. If the merchant does business with several acquiring institutions, there should be an agreement with each one of them. • Depending on your terminal’s configuration, the card security code, the 3 or 4 digit code usually printed on the back of the card, may be asked to prove that your customer has the card in hand.

17 Description of menus and transactions Balance Inquiry • This function enables direct payment cardholders to know the amount of funds available for direct payment. • Direct payment cardholders must be informed that the balance shown is not the account balance, but rather their personal daily limit. • The balance is displayed on the screen for five seconds, but may be deleted sooner by pressing the green key . Cancellation • This transaction enables you to cancel the total amount of a purchase, purchase with withdrawal, purchase with tip or purchase refund transaction in the current batch. • The cancellation function must be used when an error occurs during a transaction. • Before cancelling a transaction, always check the transaction record to verify whether the customer had made a purchase with cash withdrawal to ensure you recover the amount that you previously gave to the customer. • The administrative password is always required for this transaction.

For prepaid cards : • A PPC cancellation transaction enables the merchant to cancel the following transactions: - PPC activation; - PPC purchase; - PPC credit note (if available through your PPC program). • A PPC cancellation transaction is only permitted in the current batch and may only be made on the terminal that was used to make the original transaction. • Partial cancellations are not permitted. • The administrative password is always required for this transaction. • If required, the merchant must correct the purchase transaction (direct payment/credit) associated with the original PPC transaction.

18 Description of menus and transactions Refund • This transaction enables you to reimburse the customer’s account when the customer returns merchandise that was purchased by direct payment or by using a credit card. The amount of the purchase refund is subtracted from the day’s total sales. • For refunds using a credit card, you must enter the authorization number of the original purchase transaction and give the refund on the same card used for the purchase transaction. • Before refunding a purchase, always check the transaction record to see whether the customer had made a direct payment purchase with withdrawal, to ensure you credit only the amount of the returned merchandise. • The administrative password is always required for this transaction. • For refunds using a credit card, the cardholder’s credit card is required. - For VISA cards only, a refund can be performed using a different VISA card if the customer has his transaction receipt or a proof of purchase and... • The original card is no longer available (account closed, card replaced, stolen/lost card) or, • The refund authorization request on the original card has been declined by the host - The refund can also be performed using an alternative payment method (cash, check, in-house credit note, prepaid card) under to the following conditions: • The client does not have a transaction receipt or a proof of purchase or, • The client is not the one who made the original purchase and is returning a gift or, • The client pretends that the prepaid VISA card used for the purchase has been disposed of or, • The refund authorization request on the alternative VISA card has been declined by the host. Card Inquiry • This transaction enables the merchant to print a statement that will provide the customer with information on their PPC: - card balance - expiry date, if applicable - administrative fees, if applicable

19 Description of menus and transactions

Preauthorization Menu NOTE : Optional function reserved for hotel and rental businesses. IMPORTANT

• In order to minimize chargebacks, please take note of the following: - In the case of a chip card, the card must be present and the PIN must be entered to process the preauthorization. - In the case of a hotel reservation or a rental, a preauthorization is valid for the entire stay or rental period. If the stay or rental is longer than two weeks, it is recommended that the customer file be closed and a new invoice be issued. • Preauthorization transactions are stored on the terminal that was used to enter them. The transactions are stored until completion or reversal, or for a maximum of 15 days. • It is suggested that the transaction be completed on the same terminal that was used to do the preauthorization. Otherwise, if the card is not present, the transaction will be processed as a manual transaction and thus will not offer the same benefits as an electronic transaction.

Preauthorization • This function enables the merchant to obtain one or several consecutive authorizations until the final transaction amount is known. The merchant can thus confirm that the funds are available in the cardholder’s account. • The preauthorization is stored in the terminal in which it was entered. The transaction must be completed using the “Completion” option in the “Preauthorization” menu, in order to be included in the merchant deposit. • Each authorization freezes the preauthorized amount in the cardholder’s account for a period determined by the card issuer.

20 Description of menus and transactions

Telephone/Mail Preauthorization • This function is identical to the « Preauthorization », but mainly used in the hotel and rental industies to authorize reservations made over the phone or by mail. • Depending on your terminal’s configuration, the card security code, the 3 or 4 digit code usually printed on the back of the card, may be asked to prove that your customer has the card in hand. Telephone/Mail Preauthorization with tip • This function is similar to the « Preauthorization », but mainly used for home deliveries you make yourself (not using a delivery service). • The transaction record has a line for the customer to add the tip and total amount. • The client must also sign the transaction record. • Depending on your terminal’s configuration, the card security code, the 3 or 4 digit code usually printed on the back of the card, may be asked to prove that your customer has the card in hand. Completion • This function enables the merchant to complete preauthorization transactions with the customer’s total spent amount. These transactions will be included in the merchant deposit. • To complete the transaction, the merchant uses the preauthorization reference number obtained for the card. - If the reference number is found in the list of incomplete preauthorizations, the terminal will not require re-entry of the customer’s card to complete the transaction. - If the reference number is not found in the list of incomplete preauthorizations (e.g. if the preauthorization transaction was performed on another terminal in the store), you will be prompted to complete the transaction. Following this, the customer’s card will have to be re-entered in order to complete the transaction (this step may be executed manually). Note that if you decide to manually enter the card, this transaction will be processed as a manual transaction with the card not present and will not offer you the same benefits as an electronic transaction.

21 Description of menus and transactions

Completion (cont’d) • During the completion of a «Telephone/Mail preauthorization with tip», complete the transaction by entering the total amount (including tip). The difference between the pre-authorized amount and the total amount will be considered to be the tip and will be indicated as such on the transaction record.

Reversal • This function cancels the full amount of the preauthorization that is being reversed. • This transaction adjusts the balance of available funds on the customer’s card. • To reverse a transaction, the merchant uses the reference number of the original preauthorization. - If the reference number is found in the list of incomplete preauthorizations, the terminal will not require re-entry of the customer’s card to complete the transaction. - If the reference number is not found in the list of incomplete preauthorizations (e.g. if a preauthorization transaction was performed on a different store terminal), the terminal will prompt the user to complete the transaction. If the user proceeds, the customer’s card will have to be re-read (or re-entered manually) to complete the transaction.

Accord D EPF Menu (Equal payment financing)

IMPORTANT

An Accord D transaction always requires the customer’s signature (for both chip cards and magnetic stripe cards).

Purchase • This function allows customers to make EPF purchases using their VISA Desjardins card or Desjardins private-label card. • The plan number and payment term are required for this transaction.

22 Description of menus and transactions

Refund • This function allows the merchant to credit a cardholder’s account for the refund of merchandise purchased through Accord D EPF with the same credit card. • The merchant must enter the authorization number of the original transaction and issue the refund on the card that was used for the original purchase. • The administrative password is always required for this transaction. • The plan number is required for this transaction. • This transaction requires the signature: - of the customer on the merchant copy (chip or magnetic stripe card) - of the merchant on the customer copy (chip or magnetic stripe card) Offline purchase • This function is used to complete an Accord D EPF preauthorization. • The plan number and payment term are required for this transaction. • This transaction requires an authorization number Offline refund • This transaction requires a plan number and an authorization number. The merchant must manually enter the authorization number of the original transaction. • The administrative password is always required for this transaction. • This transaction requires the signature: - of the customer on the merchant copy (chip or magnetic stripe card) - of the merchant on the customer copy (chip or magnetic stripe card)

23 Description of menus and transactions

Preauthorization • This transaction replaces the EPF purchase transaction when the merchant is unable to deliver goods to the customer within a short time. It must be completed with the offline EPF purchase transaction upon delivery of the goods so as to enable the merchant to obtain payment. • This transaction adjusts the credit available on the card without affecting the customer’s account balance. Preauthorization reversal • This transaction enables the merchant to cancel the total amount of a completed preauthorization in the case of an incorrect amount or of a cancelled transaction. • This transaction adjusts the credit available on the card without affecting the customer’s account balance.

Accord D DPF Menu (Deferred payment financing) Purchase • This function allows customers to make DPF purchases using their VISA Desjardins card or Desjardins private-label card. • The plan number and grace period allowed are required for this transaction. Refund • This function allows the merchant to credit a cardholder’s account for the refund of merchandise purchased through Accord D DPF with the same credit card. • The merchant must enter the authorization number of the original transaction and issue the refund on the card that was used for the original purchase. • The plan number is required for this transaction. • The administrative password is always required for this transaction. • This transaction requires the signature: - of the customer on the merchant copy (chip or magnetic stripe card) - of the merchant on the customer copy (chip or magnetic stripe card)

24 Description of menus and transactions

Offline purchase • This transaction is used to complete an Accord D DPF preauthorization. • The plan number and grace period allowed are required for this transaction. • This transaction requires an authorization number. Offline refund • This transaction requires an authorization number. The merchant must manually enter the authorization number of the original transaction. • The plan number is required for this transaction. • The administrative password is always required for this transaction. • This transaction requires the signature: - of the customer on the merchant copy (chip or magnetic stripe card) - of the merchant on the customer copy (chip or magnetic stripe card) Preauthorization • This transaction replaces the DPF purchase transaction when the merchant is unable to deliver merchandise to the customer within a short time. It must be completed with the DPF offline purchase transaction upon delivery of the goods so as to enable the merchant to obtain payment. • This transaction adjusts the credit available on the card without affecting the customer’s account balance. Preauthorization reversal • This transaction enables the merchant to cancel the total amount of a completed preauthorization in the case of an incorrect amount or of a cancelled transaction. • This transaction adjusts the credit available on the card without affecting the customer’s account balance.

25 Description of menus and transactions

Prepaid Card Menu* Activation • This transaction enables the merchant to activate a PPC sold in-store before it is used by the customer. • For all purchases (activations) of one or more PPCs paid for using a direct payment or credit card, the merchant must first perform a financial purchase transaction on the terminal for the purchase amount and then activate the PPC(s). • If the PPC activation transaction is not approved by the authorization center, the merchant must cancel or correct the corresponding credit or direct payment transaction (menu RETAILER – TRANSACTION – Cancellation). • The administrative password is always required for this transaction. Credit note • Following the return of goods purchased with a PPC or goods returned without a transaction record or after the return deadline, this transaction enables a merchant to issue a partial refund on a new PPC. • The credit note (if available through your PPC program) does not require a PPC activation as it is implicitly processed during this transaction. • The administrative password is always required for this transaction. Offline Menu The Offline menu is used to enter credit transactions following a terminal failure. Refer to section “Back-up measures” of this User Guide for more information.

* The prepaid card is commonly called gift card.

26 Description of menus and transactions

Administration Menu Close batch • You must close the terminal batch at the end of each day in order to ensure that the full deposit of your transactions is made. The Close Batch function enables you to print the current batch transactions report.

To close a batch : • Press the (F1) key to access the Main menu. • Select Retailer. • Select Administration. • Select Close batch. • Press the green key to initiate batch closing. Then press the (F4) key if you wish to print the transaction details.

Error when closing a batch • When closing a batch, if you notice that an error occurred in your account or in a customer’s account after a transaction, you must not refund the customer yourself. Instead, you must call Business Customer Service and refer the customer to their financial institution in order to correct the situation.

27 Description of menus and transactions

Transmit batch • This function allows you to transmit all «not confirmed» transactions to the Desjardins host (preauthorization completion, offline transaction, etc.). Reports • Batch totals - This function enables you to print a report of the current batch totals. • Daily totals - This function enables you to print daily totals reports for the business day. • Clerk totals - This function enables you to print a totals report per employee. • Transactions - This function enables you to print the transactions in the current batch without closing the batch. • Preauthorization - This function produces a list of preauthorizations performed during the preceding 15-day period, that have not been completed or reversed. • Not confirmed - This function allows you to print the list of monetary transactions that have not yet been confirmed by the Desjardins host. - The administrative password is always required for this transaction.

28 Description of menus and transactions

Configuration Menu Term config • This function is used by the technician, or upon the request of technical support. Technician • This function is used by the technician, or upon the request of technical support. Config. report • This function is used by the technician, or upon the request of technical support. Initialize • This function is used by the technician, or upon the request of technical support. Change password • This function is used to change the administrative password. The administrative password is always required for all refunds and cancellations. • The administrative password is always required for the following PPC transactions: “Activation”, “Credit Note” and “Cancellation”. Default Trans. • This function is used to configure a default transaction. Diagnostic • This function is used by the technician. FANBOX • Please refer to the Loyalty Guide.

29 Description of menus and transactions

Other features Access code (multi-merchant only) • This option uses an access code to restrict access to the different merchants defined on a terminal. Upon selection of a merchant from the terminal’s registered merchant list, the merchant accesses their profile via an access code. Each merchant has their own personal access code.

• The access code is a global terminal parameter. If one of the merchants wants to restrict access to their terminal profile, all other merchants defined on the terminal must also use an access code.

• When this option is activated, the terminal requests each of the merchants to create an access code. This request is made during the first selection of the merchant from the list of merchants registered on the terminal. The same process occurs for each of the merchants that have not yet created their access codes.

• If a merchant chooses not to create or enter their access code by pressing the F1 (PASS) key of the applicable input screen, access to financial transactions will not be allowed for that merchant. Only the “Configuration” menu will be accessible.

• Once their access code is created, the merchant can modify it by using the F4 (MOD) key of the access code input screen.

• To have this option activated, please contact Technical Support at 1-800-363-3514.

30 Description of menus and transactions

Tip

Three (3) options re now available for entering the tip on a «Purchase with tip» transaction:

• Percentage and amount As it is today, allows the customer to enter either a percentage or an amount of their choice.

• Predetermined Variable percentages The predetermined percentages are 15%, 18% and 20%. The corresponding amount is displayed beside the percentage. The customer must use the  or  keys to select the desired percentage. If the customer selects the «Other» option, they will be able to enter a different percentage or a different amount of their choice using % (F1) or $ (F4).

• Amount only The customer will only be able to enter an amount of their choice.

In order to modify how the terminal asks for the tip, please follow these steps:

• Press the (F1) key once to access the Main menu, the terminal displays (Retailer) • Press q until the terminal displays « Configuration » • Press the green key , the terminal displays (Term config) • Press q until the terminal displays « Tip » • Press the green key , the terminal displays (% and $) • Select the desired format with  or  keys (% and $, % Variable and $ Only) • Press the green key to confirm your choice

31 Description of menus and transactions

Cardholder and merchant transaction records

The printing of the cardholder and merchant transaction record is now configurable. The different options are:

• Cardholder - On demand Default option. The terminal will ask the cardholder if they want a printed transaction record. - Yes The terminal will always print the transaction record, like today.

• Merchant - Yes Default option. The terminal will always print the transaction record, like today. - No The terminal will not print the merchant transaction record, except for specific conditions ( for a declined transaction for example). - On demand The terminal will ask you if you want a printed transaction record.

32 Description of menus and transactions

Cardholder and merchant transaction records (cond’t) In order to modify the printing options, please follow these steps:

• Press the (F1) key once to access the Main menu, the terminal displays (Retailer) • Press q until the terminal displays « Configuration » • Press the green key , the terminal displays (Term config) • Press q until the terminal displays « Printing » • Press the green key , the terminal displays (Cardholder) • Press the green key , the terminal displays (On demand) • Select the desired form with the  ou keys (On demand or Yes) • Press the green key to confirm your selection. • Press q until the terminal displays «Merchant» • Press the green key , the terminal displays (Yes) • Select the desired form with the  ou keys (Yes, No or On demand) • Press the green key to confirm your selection.

Clerk ID • This functionality allows you to enter an employee number while doing transactions. The employee number, composed of 1 to 3 digits, will be printed on transaction records and on the batch closing transactions list report.

• It is possible to print totals by employee, as well as transactions list by employee.

• Note that there is no validation of the employee number, either by the terminal or by the authorizing host.

• To activate this feature, please contact the customer service at 1 888 285-0015.

33 Description of menus and transactions

Invoice number • This functionality allows you to enter an invoice number while doing transactions, normally in reference to a store invoice. The invoice number, composed of 1 to 20 alphanumeric digits, will be printed on transaction records and on the transactions list of the batch closing report.

• Note that there is no validation of the invoice number, either by the terminal or by the authorizing host.

• To activate this feature, please contact the technical support at 1 800 363-3514.

Customer Keying beep • A beep can be heard for customer’s keying (amount confirmation, account selection, PIN entry) to help visually impaired customers use the terminal.

• The volume of this beep can be adjusted through the « Configuration » menu:

• Press the (F1) key once to access the Main menu, the terminal displays (Retailer) • Press q until the terminal displays « Configuration » • Press the green key , the terminal displays (Term config) • Press the green key , the terminal displays (Language) • Press q until the terminal displays « Key beep » • Press the green key , the terminal displays (Activation) • Press q until the terminal displays « Volume » • Press the green key • Select the desired volume with F1 (softer) or F2 (louder) • Press the green key to confirm your choice

* The « Activation » option will activate a beep each time the merchant presses a key.

34 Considerations for hotel and rental industries

Considerations for the hotel and rental industries

35 Considerations for hotel and rental industries

Preauthorization Reservation - status check • Whether a reservation is made over the phone or in person, a preauthorization may protect you against fraudulent use of a credit card. - Over the phone, use the « Tel/mail Preauth » transaction from the « Preauthorization » menu. - In person, use the « Preauthorization » transaction from the « Preauthorization » menu. - These transactions are described in more detail in section « Preauthorization menu ».

No-shows (for hotel operators) • Use a hotel invoice if the cardholder does not show up. Follow the steps below: - Issue a hotel invoice for a one-night stay plus applicable taxes. - Enter the transaction in the terminal. - If you requested a preauthorization when making the reservation, you must perform a “Completion” transaction in the “Preauthorization” menu. - If you did not request a preauthorization when making the reservation, you must perform a “Purchase” transaction in the “Transaction” menu. - Manually enter the card number and expiration date. - Enter “No-show” on the signature line.

Check-in/preauthorization process • Preauthorization is performed upon customer check-in to verify that the card is genuine, that the customer is the legitimate cardholder and that the funds are guaranteed before the final transaction amount is known. • The customer must present the chip card during this step and the preauthorization transaction must be completed with a PIN. - NOTE: You must always obtain the customer’s signature for your files.

36 Considerations for hotel and rental industries

Extended service or higher than estimated spending • As with the current procedure, if the amount used for preauthorization is no longer sufficient to cover the final bill, an additional authorization is necessary. Completing the transaction in the customer’s presence • Select the stored preauthorization by using the reference number and complete with the total amount of the invoice. • If the preauthorization was done on another terminal, it is strongly recommended to ask for the customer’s card again to complete the transaction. Otherwise, the transaction is then considered to be a manual transaction without the card present and thus will not provide the same benefits as an electronic transaction. Completing the transaction in the customer’s absence • Some merchants offer their customers priority service to let them check out without waiting in line. Once the final transaction amount is known, select the stored preauthorization by using the reference number and complete with the total amount of the invoice. • To offer this service, the merchant must have performed the check-in preauthoriztion with a PIN or the customer’s signature. In the case of a PIN approved transaction, the merchant must obtain the customer’s signature and keep it on file. • It is suggested that the transaction be performed on the same terminal that was used for the preauthorization. Otherwise, the transaction will be treated as a manual transaction without the card present and will thus not offer the same benefits as an electronic transaction. • The terminal used for the preauthorization can be identified by the last two digits of the merchant number appearing on the preauthorization transaction record. Additional/amended charges after checkout • Any additional charges identified after services have been provided should be processed as per current procedure where the presence of the card is not required. The original chip data obtained during preauthorization should not be resubmitted. Merchants can use card number and the expiry date and submit a “Signature on File” transaction.

37 Back-up measures

Back-up measures

3838 Back-up measures

Procedure in the event of a failure or outage

When a direct payment card or credit card transaction is declined, always follow the prompts displayed on the terminal. In the event of terminal failure: Direct payment card • Suggest another form of payment for magnetic stripe or chip direct payment cards. Credit card Check whether the card contains a chip. • If it does, request another form of payment. Please note that you are fully liable for manual transactions performed with a chip credit card. • If not, follow the manual transaction procedure for magnetic stripe credit cards, as described in the following section of the present guide

39 Back-up measures

Manual transactions with a magnetic stripe credit card To perform a manual transaction: • Make an imprint of the credit card on the transaction slip using the manual imprinter. Please ensure that the following information appears on the printed form: - Card number - Expiry date - Cardholder’s name - Your merchant no. - Name of your business • Obtain an authorization number for each transaction by contacting the acquirer authorization centre. - The Desjardins Card Services Authorization Centre is open 24 hours a day; call 514-875-8750 or 1-800-361-8120. • Fill out the transaction slip, making sure to include: - Authorization number provided by the authorization centre - Transaction date - Description of the transaction - Transaction amount - Cardholder’s signature Make sure the information clearly appears on all copies of the transaction slip, and never accept a credit card that has not been signed. • Give the customer their copy. • Enter the transactions in the Offline Menu when the system/equipment comes back online. Then staple the transaction slip (signed by the customer) to the corresponding cash register receipt. The copy must be kept in a secure location for two years.

40 Additional information

Additional information

41 Additional information

Retention period for transaction records (Magnetic stripe and chip)

For transactions performed with Interac direct payment, Visa credit, Mastercard credit, American Express or Discover credit cards, you must keep the transaction records in a secure location for a period of 24 months.

Fraud prevention tips Fraud has negative consequences on your reputation, business and relationship with customers. It is very important that you work with your employees to prevent fraud and provide a secure payment environment for your customers. To minimize the risk of credit and direct payment card fraud, follow the tips below: Practice security at the cash register • Train your cashiers to verify all credit cards (see Credit Card Identification Features). • If you have doubts about the cardholder, do not hesitate to ask for photo identification. This is an effective way to discourage fraud artists. • Never enter a customer’s PIN for them, even if asked to do so. Remind the customer of the importance of protecting their PIN during transactions. • Ensure that customers are able to enter their PIN away from anyone else’s view. • Ensure that security cameras are not pointed at customers when they are entering their PIN. • Watch out for customers who purchase in large quantities without worrying about size, style, colour, or price, or who try to distract you or rush you to finalize a sale. • Be aware that fraud artists often come into the store just a few minutes before closing time. Protect your payment terminals • Inspect payment terminals regularly. If something looks different or appears to have been altered or added, please call 1-800-363-3514 immediately. • Keep an accurate and updated list of all equipment serial numbers and randomly check the serial numbers • Inspect surveillance cameras regularly and watch for unusual movements to ensure that no one is tampering with equipment or making fraudulent transactions.

42 Additional information

Fraud prevention tips (cont’d)

Protect your customers’ information • File credit and direct payment card transaction receipts in a secure location. Do not keep payment card information in your files. • Make sure that access to your customers’ credit and direct payment card information is restricted. Only employees who absolutely need it should have access. • When an employee leaves your company, immediately prohibit access to the network and premises. • Do not provide any type of information about a customer over the phone, unless you have initiated the call and know what it’s about. • Learn about new employees by checking references and work history when hiring.

REMOTE TRANSACTIONS

All transactions performed remotely (without the card present), including telephone, Internet and mail orders, are at your own risk, even if an authorization number is obtained. An authorization number does not validate a transaction, it only confirms that the funds are available at the time the authorization number is received.

43 Additional information

Credit Card Identification Features 1- Card number: The card number consists of 16 digits and must be clear, easy to read and consistent.

2- Bank identification number: Make sure that Some cards the first four digits of the embossed Visa or 6 can be Mastercard numbers are identical to the contactless number printed directly below the embossed number. 3- Expiry date: The expiry date must be valid. Never accept an expired card; make sure that the date that appears on the card has not been altered. 4- Logo: The Visa logo must appear in the lower right, upper left, or upper right corner. When the card is placed under an ultraviolet light, the letter V on the Visa logo is visible. Most cards The Mastercard logo must appear in the are equipped upper or lower right corner. When the card is with a chip. placed under an ultraviolet light, the letters “M” and “C” printed on the front of the card must be visible. 5- The chip is a microcomputer that makes transactions even more secure. 6- Logo indicating that the contactless technology is available on the card.

44 Additional information

Credit Card Identification Features (cont’d)

1- Hologram: The hologram may be located either on the front or the back of the card. The Visa hologram is a three-dimensional dove that reflects light and appears to fly when the card is moved. The Mastercard hologram consists of two interconnecting world globes. 2- Magnetic stripe: The magnetic stripe must be smooth and straight, with no evidence of counterfeiting. 3- Signature panel: Check if the card shows signs of alteration. The repeated word VOID appears if the signature panel has been erased or tampered with. The cardholder’s signature must appear on the signature panel. Do not accept unsigned credit cards. During transactions for which the cardholder’s signature is required, compare the signature on the transaction record with the signature on the credit card. 4- Security code : This code may be requested when processing a Telephone/mail purchase.

IMPORTANT

If you have doubts about a credit card, contact the Desjardins Card Services Authorization Centre immediately and ask for a code “10”. You will be prompted to answer a series of “YES-NO” questions to check whether the credit card is authentic. You will then either receive an authorization number that will allow you to complete the transaction, or be asked to confiscate the card. Please note that you must keep the card for the duration of the transaction. Do not return it to the customer until you have obtained an authorization number. Authorization Centre (open 24 hours): 514-875-8750 or 1-800-361-8120

For more information about fraud prevention, please visit the following web sites: Interac: www.interac.org VISA Canada: www.visa.ca *VISA/Fédération des caisses Desjardins du Québec, licensed user. Mastercard is a registered trademark of Mastercard International Incorporated. Used pursuant to license. TM Trade Mark of Interac Inc. TM used under licence from American Express Company. TM used under licence from Discover. 45 Montreal :514 875-8750 Montreal :514 281-2880 Montreal :514 397-4450 www.monetico.ca WEB SITE AUTHORIZATION CENTRE TECHNICAL SUPPORT FOR POS TERMINALS BUSINESS CUSTOMER SERVICE

Toll free :1800361-8120 Toll free :1800363-3514 Toll free :1888285-0015 46 46

Version 8.85 (05/2019)