PROC0164_ADV9805_ELITE.qxd:PROC0164_ADV9805_ELITE.qxd 17/10/08 7:11 PM Page FC1
INGENICO 5110 TERMINAL OPERATOR REFERENCE GUIDE V2.0 EFTPOS LITE PROC0164_ADV9805_ELITE.qxd:PROC0164_ADV9805_ELITE.qxd 17/10/08 7:11 PM Page 1
Contents
IMPORTANT NOTES 2 TOTALS (RECONCILIATION, PREVIOUS SETTLEMENT, YOUR MERCHANT DETAILS 3 CUMULATIVE, SHIFT) 31
THE EFTPOS NETWORK 4 CHANGING PASSWORDS (MANAGER AND OPERATOR) 33 TERMINAL LAYOUT 6 SETTING REFUND LIMITS TERMINAL FUNCTION DESCRIPTIONS 7 (MANAGER AND OPERATOR) 34 VERSION 2 SOFTWARE FUNCTIONALITY 8 OTHER TERMINAL FUNCTIONS 36 DEBIT CARD TRANSACTIONS 10 TRAINING MODE 40 CREDIT CARD TRANSACTIONS 13 MOTO (MAIL ORDER/ TELEPHONE ORDER) PROCESSING 42 DOWNTIME PROCESSING 18 XPOS 44 VOUCHER ENTRY PROCESSING 19 CURRENCY CONVERSION STORE AND FORWARD (SAF) TRANSACTIONS 45 PROCESSING 22 TERMINAL ERROR MESSAGES 46 DAMAGED CREDIT CARD PROCESSING 27 WHERE TO GET HELP 52 PRINTER FUNCTIONS 29
DUPLICATE RECEIPTS 30
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Important notes
I Check the validity and expiry dates on all cards presented.
I If you have any doubts about the transaction, card or card presenter, I Do not allow any unauthorised use of your terminal. contact the Authorisation Centre immediately on 13 26 36 for credit I Do not be persuaded to allow cards and Freecall* 1800 813 700 for transactions to be processed contrary debit cards. to our guidelines. I Failure to heed a terminal warning I Customers should only have access to message may result in lost value to you. your terminal to input their PIN. I Ensure your passwords remain I Do not process damaged debit (cheque confidential. Do not locate passwords or savings) cards. near the terminal. Change passwords I Check transactions by circling the type regularly. of transaction and “Approved” on receipt. * Calls to Freecall numbers are free unless made from I When your terminal is in downtime a mobile phone, which will be charged at the mode, authorisations are required for applicable rate. all transactions over your floor limit.
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Your merchant details
Trading name:
Trading address:
Commonwealth Bank merchant number:
Terminal ID:
Credit Card floor limit: $ (downtime processing)
Debit Card floor limit: $ (downtime processing)
American Express merchant number/JCB (processed by Amex):
Diners Club merchant number:
CARE: The above is confidential information and should only be known to yourself and authorised staff.
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The EFTPOS network
the large volumes processed. Each day millions of transactions pass through the Australian EFTPOS network. The diagram below shows the many players in the The EFTPOS network is very complex, EFTPOS network. with many parties involved in processing transactions. All parties to the network work together so that the system can cope with
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There are many features to the I Credit card schemes – MasterCard and EFTPOS network: Visa are member controlled organisations that determine rules to be followed for the I Card – credit card, debit card and security of both cardholder and merchant. charge card for which the magnetic stripe contains the cardholder information I Card issuers worldwide – are all those to be transmitted electronically. banks worldwide which issue credit cards for use by their customers. I Terminal – reads the information contained on the magnetic stripe of each card. Allows for the secure transfer of transaction and PIN to the card issuing bank’s computer system.
I Terminal message – each transaction sends a message to the bank requesting an action. The transaction is only completed when a response from the bank is received.
I Inter-bank network – all major banks and credit unions are connected to each other. This allows cards issued by one bank to be used at another bank’s terminals/merchants. Messages are passed between banks to allow authorisation and settlement of transactions.
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Terminal layout
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Terminal function descriptions
6 Yellow option buttons – these buttons are located under the terminal display and are used to select options displayed on the screen. The display will show lines 1 Blue ‘Function’ button – this button indicating which button to press for the is used to access the function menu. option you wish to choose. These functions are used for options such as banking and settlement totals. 7 Alpha/numeric keys – the keys are used to input monetary amounts and to select 2 Red ‘Cancel’ button – This button is options when using the terminal. The used to clear the functions menu and alpha keys are also used for entering return the terminal to the ‘Ready’ state. passwords and PINs. This button is also used to cancel transactions at any time when entering 8 Green ‘OK’ button – complete a data transaction details. Do not allow a entry function (returning data entered). cardholder to use this button. Positively acknowledge a prompt (such as ‘OK to continue’). Move to next ‘page’ 3 Magnetic stripe card reader – the of a horizontal menu (if there is one). customer’s card is swiped through the slide. The magnetic stripe on the back of 9 Yellow ‘Clear’ button – located the card must be facing the display to the right of the alpha/numeric keys. screen and be on the down side so that it This button will allow you to step back will be read by the swipe. This reader is through the screens or to clear a number for all credit card, charge card and debit if an error or incorrect amount has been card transactions. keyed in. Do not allow a cardholder to use this button. 4 Terminal display – the screen displays all the messages and directions for the user, 10 Printer ‘feed’ button – advances the as well as terminal error messages (see printer paper forward by 20mm. attached list of ‘terminal error messages’ on pages 46-50). 5 Smart card reader – this reader is available for future use with SmartCards. The reader is located at the bottom of the terminal.
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Version 2 software functionality
I XPOS – is an additional software application available by request on the EFTPOS LITE terminal. XPOS turns EFTPOS into a virtual store, allowing When you applied for the EFTPOS LITE retailers to sell products like telco terminal a range of different software recharges, music downloads, attraction applications were offered to you. These tickets, accept over the counter bill functions can only be changed by the payments (BPOINT), process electronic Bank and include: Bartercard transactions and accept I Mail Order/Telephone Order – the ability gift cards. (Products are dependent on to process a credit card transaction when your terminal selection .) the card is not present (NB: you must be I Currency Conversion – the ability to offer a Commonwealth Bank authorised MOTO international customers the option of merchant to process these transactions). paying in their home currency.
I Shift totals – the ability to print I Integrated EFTPOS – is a fully integrated transaction totals for a specified time EFTPOS system that is designed to frame, for example, at the end of connect to a certified Point of Sale each shift. (POS) system. The system comprises I Store and Forward (SAF) – the ability of EFTPOS hardware and software that to process offline transactions when runs on the (POS) to control the EFTPOS the host is not available or there is a sale. These transactions are driven by communications problem. Transactions the POS and therefore some of the are stored until the Bank’s host becomes screens described in this guide are available then forwarded to the host. slightly different. This allows the operator to continue serving customers and eliminates the need to fill in manual vouchers and then key onto the PINpad at a later time. The terminal will prompt you for a phone authorisation for transactions above your floor limit. NOTE: SAF is not available on Currency Conversion transactions.
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If any of the additional applications have been requested they will appear on the screen. For example, the following three screens show the idle screen. The first shows none of the additional applications are switched on, the second shows when XPOS is switched on, the third shows when mail order/telephone order is switched on.
Screen Definition COMMONWEALTH With no other functions. BANK EFTPOS READY COMMONWEALTH With XPOS functions. BANK EFTPOS READY XPOS COMMONWEALTH With MOTO functions. BANK EFTPOS READY MOTO
I The design of the software is such that it is simply a matter of following the screen prompts. If you need to return to the previous screen or amend an entry, select the yellow ‘Clear’ button.
I The yellow keys used to select functions displayed on the terminal such as PUR, CASH, REF are also used to select the next screen on a menu or to go back a screen on a menu.
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Debit card transactions
This section describes how to complete a transaction where a debit card (cheque or savings account) is involved.
Step Screen Action 1 COMMONWEALTH Swipe the customer’s card through the BANK EFTPOS card reader. READY 2 TRANSACTION TYPE Select the type of transaction to be conducted. SELECT TRANSACTION PUR = Purchase. CASH = Cashout. PUR CASH REF REF = Refund. If ‘Purchase’ is selected: 1 PURCHASE: Enter the amount of the purchase and then $0.00 select OK, or if Cashout is also required select ENTER AMOUNT AND OK the yellow soft key underneath CASH. CASH If ‘Cashout’ is required: 1 PURCHASE: Enter the amount of cash the customer has $X.XX requested and then select OK. CASH: $0.00 ENTER AMOUNT 2 PUR/CASH Select the type of account the cardholder TOTAL: $X.XX wishes to use. CHQ = cheque account. SELECT ACCOUNT SAV = savings account. CHQ SAV 3 PURCHASE XXXX Ask customer to enter their PIN and select OK. TOTAL $$$$$.$$ (XXXX indicates the account that has been * * * * selected; cheque or savings). ENTER PIN and OK
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If ‘Cashout’ only is selected: Step Screen Action 1 CASHOUT: Enter the amount of cash required and then $0.00 select OK. ENTER AMOUNT AND OK 2 CASHOUT Select the type of account the cardholder TOT $X.XX wishes to use. SELECT ACCOUNT CHQ = cheque account. CHQ SAV SAV = savings account. 3 TOTAL CASHOUT/XXXX Ask customer to enter their PIN and select OK. $X.XX (XXXX indicates the account that has been ENTER PIN AND OK selected; cheque or savings.) If ‘Refund’ is selected: 1 REFUND: Enter the amount of the refund and then $0.00 select OK. ENTER AMOUNT AND OK 2 REFUND $X.XX All refund transactions require the operator/ ENTER PASSWORD manager to input password and then select OK. AND OK 3 REFUND Select the type of account the cardholder TOTAL $X.XX wishes to use. CHQ = cheque account. SELECT ACCOUNT SAV = savings account. CR = credit account. CHQ SAV CR 4 REFUND/XXXX Ask customer to enter their PIN and select OK. TOTAL $X.XX (XXXX indicates the account that has been ENTER PIN AND OK selected; cheque or savings.) Once the customer has entered their PIN the transaction will then be processed. If the transaction is approved the screen will show APPROVED and display a transaction number. These details will also appear on the receipt. Once the transaction is processed the terminal will return automatically to the Ready screen.
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Debit card (cheque/savings account) transaction receipts.
COMMONWEALTH BANK COMMONWEALTH BANK COMMONWEALTH BANK EFTPOS EFTPOS EFTPOS RETAILER NAME RETAILER NAME RETAILER NAME RETAILER ADDRESS RETAILER ADDRESS RETAILER ADDRESS TERMINAL: 12345678 TERMINAL: 12345678 TERMINAL: 12345678 REFERENCE: 654321 REFERENCE: 654321 REFERENCE: 654321
MERCHANT COPY MERCHANT COPY MERCHANT COPY CARD NO: 123456-123 CARD NO: 123456-123 CARD NO: 123456-123 EXPIRY DATE: 01/01 EXPIRY DATE: 01/01 EXPIRY DATE: 01/01 SAVINGS: SAVINGS: SAVINGS: PURCHASE: $10.00 CASHOUT: $10.00 REFUND: $10.00 TOTAL: AUD $10.00 TOTAL: AUD $10.00 TOTAL: AUD $10.00
20 MAR 2006 11:59 20 MAR 2006 11:59 20 MAR 2006 11:59 CBA KEYCARD CBA KEYCARD CBA KEYCARD APPROVED APPROVED APPROVED
Purchase Cashout Refund If a transaction is not approved the terminal will give an audible tone and the screen will display a message. The transaction receipt will also show DECLINED.
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Credit card transactions
This section describes how to complete a transaction where a credit card is used.
Step Screen Action 1 COMMONWEALTH Swipe the customer’s credit card through the BANK EFTPOS card reader. READY 2 TRANSACTION TYPE Select the type of transaction to be conducted. SELECT TRANSACTION PUR = purchase. REF = refund. PUR CASH REF NOTE: Cashout is not permitted on a credit card. If “Purchase” is selected: 1 PURCHASE: Enter the amount of the purchase and then $0.00 select OK. ENTER AMOUNT AND OK CASH NOTE: Cashout is not permitted on a credit card. If you press “cash” the credit option will not appear. 2 PURCHASE Select credit. CR = credit account. TOT $X.XX SELECT ACCOUNT CHQ SAV CR 3 AUD $$$$$$.cc This screen will appear if you have Currency EXCHANGE RATE N.nnnn Conversion activated on your terminal and the card XXX $$$$$$$$$ swiped is an overseas card in a currency for which SELECT 1=AUD 2=XXX the terminal has an up-to-date exchange rate.
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Step Screen Action 4 PURCHASE/CR Select OK (credit card transactions are signature TOTAL $X.XX based and therefore no PIN is required). ENTER PIN OR OK The transaction will then go to the Bank for processing. A receipt will issue asking for the cardholder’s signature. Check the signature against that on the card. Check validity dates on the card. 5 PURCHASE REQUEST IN PROGRESS 6 SIGN REQUIRED If the signature matches the one on the credit card SIGN VALID? select YES. If you select NO the terminal will then NO/YES ask if you want to cancel the transaction. 7 COMMONWEALTH Transaction has been processed. BANK EFTPOS APPROVED OK If ‘Refund’ is selected: 1 REFUND: Enter the amount of the refund and then select OK. $0.00 ENTER AMOUNT AND OK 2 REFUND All refund transactions require the operator/ $X.XX manager to input password and then select OK. ENTER PASSWORD 3 REFUND Select credit. TOTAL $X.XX SELECT ACCOUNT CHQ/SAV/CR
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Step Screen Action 4 AUD $X.XX This screen will appear if you have Currency OR
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Credit card transaction receipts.
COMMONWEALTH BANK COMMONWEALTH BANK EFTPOS EFTPOS RETAILER NAME RETAILER NAME RETAILER ADDRESS RETAILER ADDRESS TERMINAL: 12345678 TERMINAL: 12345678 REFERENCE: 654321 REFERENCE: 654321
MERCHANT COPY MERCHANT COPY CARD NO: 123456-123 CARD NO: 123456-123 EXPIRY DATE: 01/01 EXPIRY DATE: 01/01 CREDIT: CREDIT: PURCHASE: $10.00 REFUND: $10.00 TOTAL: AUD $10.00 TOTAL: AUD $10.00
20 MAR 2006 11:59 20 MAR 2006 11:59 CBA KEYCARD CBA KEYCARD
APPROVED 08 APPROVED 08
SIGNATURE REQUIRED SIGNATURE REQUIRED
X………………………… X………………………… MS J BROWN MS J BROWN PLEASE SIGN HERE PLEASE SIGN HERE
Purchase Refund The customer MUST sign the receipt in both instances.
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COMMONWEALTH BANK COMMONWEALTH BANK EFTPOS EFTPOS RETAILER NAME RETAILER NAME RETAILER ADDRESS RETAILER ADDRESS
MERCH ID: 12345678910111 MERCH ID: 12345678910111 TERM ID: 87654321 TERM ID: 87654321
MERCHANT COPY MERCHANT COPY
CREDIT CREDIT 123456 123 (S) CR 123456 123 (S) CR
SALE 01/07 SALE 01/07 123456 123456 123456 123456 JAN 01, 07 11.59 JAN 01, 07 11.59 12345678910112 123456 12345678910112 123456
SALE AMT AUD 10.00 SALE AMT AUD 10.00
Hong Kong $ Hong Kong $ Transaction Currency Transaction Currency EXCHG RATE 0005.0000 EXCHG RATE 0005.0000 SALE AMT HKD 5.00 REFUND AMT HKD 5.00 FINAL AMT HKD 5.00 FINAL AMT HKD 5.00
APPROVED 08 APPROVED 08
WITH SIGNATURE WITH SIGNATURE
SIGNATURE REQUIRED SIGNATURE REQUIRED
X…………………………………… X…………………………………… Please debit my account with the final Please debit my account with the final amount in the transaction currency amount in the transaction currency shown. I acknowledge I had a choice shown. I acknowledge I had a choice to pay in AUD. to pay in AUD.
Purchase Refund Currency Conversion transaction Currency Conversion transaction
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Downtime processing
I If the transaction is above your floor limit, ring for authorisation and record the authorisation number on the voucher.
There are times when the Bank’s host I Have the cardholder sign the voucher cannot be contacted or the system/card and check the signature with the issuer is unavailable. Your terminal has Store signature on the card. and Forward (SAF) functionality activated. Once your EFTPOS LITE terminal is Therefore, your terminal will automatically operational again, key the transaction revert to SAF mode and be accessible for all details for all offline voucher receipts and transactions. Your terminal will automatically manual vouchers into the terminal using the prompt you for an authorisation if the voucher entry function. transaction is above your floor limit. If your terminal does not have the SAF function activated, an offline voucher receipt will print for all transactions (except XPOS and Currency Conversion). If your terminal does not have SAF or offline vouchers you will have to use an imprinter and manual voucher (CC201 for credit cards and CC581 for debit cards) to take a record of the card and transaction details. Procedures for completing transactions are the same whether the terminal provides you with an offline voucher receipt or you use the imprinter/manual vouchers:
I Check the commencement date and expiry date of the card to ensure it is valid. Ensure all details on the voucher are complete.
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Voucher entry processing
Step Screen Action 1 COMMONWEALTH Select the blue Function key. BANK EFTPOS READY 2 1. EFTPOS Select 1. EFTPOS. 2. TERMINAL 3 1. DUPL RECEIPT Select 3. SPECIAL FUNCTIONS 2. TOTALS 3. SPECIAL FUNC MORE 4 ENTER MANAGER To enter the special functions menu the manager PASSWORD password is required. THEN PRESS OK 5 1. REFUND LIMIT Select 2. VOUCHER. 2. VOUCHER 3. RESET 6 AUTH NO. VOUCHER ENTRY Enter the authorisation number and select OK. ENTER AUTH NO. AND OK If no authorisation number was required select OK. 7 AUTH NO. CARD NUMBER Enter the card number appearing on the offline ENTER CARD NO. voucher and then select OK. 8 CARD SEQ NUM Enter the two-digit card sequence number appearing ENTER NUMBER AND OK on the offline voucher and then press OK. 9 EXPIRY: MM/YY Enter the expiry date of the card and press OK. / This appears on the offline voucher. KEY EXPIRY DATE AND OK
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Step Screen Action 10 SELECT TRANS Select the type of transaction to be conducted. PUR/REF PUR = purchase. REF = refund. TRANS TYPE NOTE: Cashout is not permitted in voucher entry processing. 11 PURCHASE: Enter the amount of the purchase and then $0.00 select OK. ENTER AMOUNT AND OK 12 PURCHASE Select the account type. CHQ = cheque. TOT $X.XX SAV = savings. CR = credit. SELECT ACCOUNT CHQ/SAV/CR 13 DATE: DD/MM/YYY Enter the date the transaction took place (this can DATE be found on the offline voucher). ENTER VOUCHER DATE 14 VOUCHER TIME HH/MM Enter the time the transaction took place (this can VOUCHER TIME be found on the offline voucher). VOUCHER TIME ENTER TIME Press OK to accept. 15 EFTPOS PROCESSING The transaction will then be sent to the Bank for REQUEST IN PROGRESS processing. Once the transaction has been received PLEASE WAIT the terminal will return to the voucher menu screen.
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If you have more than one transaction to input simply start by selecting 2. Voucher and input the next transaction. Offline voucher Voucher entry Store and forward receipt receipt receipt
COMMONWEALTH BANK COMMONWEALTH BANK COMMONWEALTH BANK EFTPOS EFTPOS EFTPOS RETAILER NAME RETAILER NAME RETAILER NAME RETAILER ADDRESS RETAILER ADDRESS RETAILER ADDRESS TERMINAL: 12345678 TERMINAL: 12345678 TERMINAL: 12345678 REFERENCE: 654321 REFERENCE: 654321 REFERENCE: 654321
OFFLINE VOUCHER VOUCHER ENTRY MERCHANT COPY MERCHANT COPY MERCHANT COPY CARD NO: 123456-123 CARD NO: ORIGINAL DATE AND TIME EXPIRY DATE: 01/01 5123456789101112 01 JAN 2006 11.59 CREDIT: CARD SEQUENCE NO: 01 PURCHASE: $10.00 EXPIRY DATE: 01/01 CARD NO: TOTAL: AUD $10.00 CREDIT: 5123456789101112 PURCHASE: $10.00 EXPIRY DATE: 01/01 20 MAR 2006 11:59 TOTAL: AUD $10.00 CREDIT: CBA KEYCARD PURCHASE: $10.00 20 MAR 2006 11:59 TOTAL: AUD $10.00 *APPROVED 08
AUTH NO: 20 MAR 2006 11:59 SIGNATURE REQUIRED
AUTH NO: X…………………………… SIGNATURE REQUIRED MS J BROWN RECEIVED FOR PLEASE SIGN HERE X……………………………… PROCESSING MS J BROWN PLEASE SIGN HERE
Not for value To receive value For value
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Store and Forward (SAF) processing
Store and Forward (SAF) is the ability to process offline transactions when the host is not available or there is a communication problem. If you have SAF activated the terminal will process transactions as per an online transaction and will not notify you that it has changed to SAF processing. For transactions under your floor limit continue processing transactions as per normal and the terminal screen will prompt you when a customer signature is required. For transactions over your floor limit continue processing transactions as per normal and the terminal screen will prompt you when an authorisation is required. NOTE: SAF is not available for Currency Conversion transactions.
Step Action 1 Swipe the customer’s card. 2 Proceed as per a normal transaction, entering the type of transaction, the amount of the transaction and the type of account. 3 A transaction receipt will be printed with a signature panel for the customer to sign. 4 The customer’s signature is also required for debit card transactions (unlike online transactions that are PIN activated). The PINpad will display: Screen: SIGNATURE REQUIRED SIGNATURE VALID? YES NO 5 If YES is selected the transaction will be completed; NO will cancel the transaction.
I The PINpad will identify SAF transactions by placing an asterisk beside the approval code on the transaction receipt. Screen: COMMONWEALTH BANK EFTPOS APPROVED CC08 VALID SIGNATURE The merchant copy of the transaction receipt will display the full cardholder number on all SAF transactions.
I When the PINpad detects that the Bank is online again, it will upload the stored transactions in the background allowing the operator to continue serving other customers.
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NOTE: The terminal (and therefore SAF) will not operate in a power failure. SAF transactions over your floor limit.
I When a transaction that exceeds your floor limit is performed in the SAF mode the PINpad will display (in this case the SAF Credit Floor Limit): Screen: SAF CREDIT LIMIT EXCEEDED COMMONWEALTH BANK PRESS OK OR CLR EFTPOS RETAILER NAME I To continue press OK and the PINpad will display. RETAILER ADDRESS Screen: AUTH CODE REQUIRED TERMINAL: 12345678 XXXX REFERENCE: 654321 CONTACT HELP DESK SETTLEMENT TOTALS I Phone the authorisation centre and obtain NO. AMOUNT an authorisation number and enter into PUR 0010 $20.00 the terminal. CSH/O 0000 $00.00 REFND 0010 $10.00 I Continue as per a normal debit or credit TOTAL EFT $10.00 card transaction...... DR CARD 0000 $00.00 I When the SAF storage limit is reached (up to CR CARD 0020 $10.00 200 transactions), an offline voucher TOTAL BANK $10.00 will print for subsequent transactions. This will allow customers to still select EFTPOS CHARGE CARD TOTALS as their payment option even when the PINpad AMEX 0000 $00.00 has reached its storage capacity. DINERS 0000 $00.00 JCB 0000 $00.00 SAF totals. OTHER 0000 $00.00 ...... The total amount of SAF transactions processed each VOUCHER/SAF 0010 $10.00 day will be reflected in the PINpad settlement total. An ...... example of a settlement total printout is shown: FAILED SAF TRANSACTIONS If a settlement is attempted while there are still SAF 0010 $10.00 ...... transactions in the memory, the PINpad will attempt to connect and clear these transactions before sending 20 MAR 2006 11:59 the reconciliation message to the Bank. SETTLED
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Viewing SAF transactions.
Step Screen Action 1 COMMONWEALTH Select the blue Function key. BANK EFTPOS READY 2 1. EFTPOS Select 2. TERMINAL. 2. TERMINAL 3 ENTER PASSWORD To enter the terminal option menu either the THEN PRESS OK manager or operator password is required. 4 1. CONFIGURE ‘Select MORE’ 2. PASSWORDS 3. REBOOT MORE 5 4. SAF STORAGE Select 4. SAF STORAGE BACK 6 1. SAF REPORT Select 1. SAF REPORT 2. UNSENT SAFs If there are unprocessed SAF transactions in the 3. FAILED SAFs terminal a report will be printed. If there are no SAF transactions in the terminal, TERMINAL IS EMPTY will be displayed.
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SAF report:
COMMONWEALTH BANK EFTPOS RETAILER NAME RETAILER ADDRESS TERMINAL: 12345678
SAF TRANSACTIONS ORIGINAL DATE AND TIME 20 MAR 2006 11:59 CARD NO: 123456-123 EXPIRY DATE: 01/01 CREDIT: REFUND: $10.00 TOTAL: AUD $10.00
ORIGINAL DATE AND TIME 20 MAR 2006 11:59 CARD NO: 123456-123 EXPIRY DATE: 01/01 CREDIT: PURCHASE: $10.00 TOTAL: AUD $10.00
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If either ‘Unsent SAFs’ or ‘Failed SAFs’ is selected.
Step Screen Action 1 [CARD NUMBER] If there are unsent or failed SAFs in the terminal [TXN TYPE] $X.XX each one will be displayed. Each individual PREV MORE NEXT transaction can be accessed by selecting the yellow option keys under PREV or NEXT. To view the rest of the transaction select the yellow option key under MORE. If there are no unsent or failed SAFs in the terminal, TERMINAL IS EMPTY will be displayed.
Step Screen Action 2 DD/MM/YYYY HH:MM:SS WARNING: Clearing of SAF transactions should X/Y only be performed upon instruction from the Bank. DEL BACK SAF transactions should not be cleared except upon terminal or network malfunction, except for failed SAFs, which can be cleared anytime to free up space. Pressing DEL, clears one transaction at a time. If you clear a SAF transaction from the terminal it will then need to be input through the voucher entry option on the terminal. Note: Pressing the CLR key causes the terminal to return to idle. The BACK key causes the previous screen to be displayed.
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Damaged credit card processing
If, when swiped, a credit card displays a ‘damaged card’ message, the transaction may be manually keyed. This function is not available for debit cards .
Step Screen Action 1 COMMONWEALTH Enter card number manually. BANK EFTPOS READY 2 CARD NUMBER: After entering the first number of the card this ENTER CARD NO. screen appears. Continue to enter full card number and select OK. 3 CARD SEQ NUM Enter two-digit card sequence number (after the ENTER NUMBER expiry date) and select OK. If no card sequence number is available select OK. 4 EXPIRY: MM/YY Enter expiry date of card and select OK. / ENTER EXPIRY DATE 5 CARD CH VAL Enter three-digit card check value and select OK. ENTER NUMBER Card check value may be printed on the reverse of many cards (the three digits after the card number). If no check value is present select OK. 6 IMPRINT TAKEN? A manual imprint of the card must be taken before NO YES the transaction can proceed. Once imprint is taken select YES. 7 SELECT Select the transaction type. TRANS TYPE PUR CASH REF
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Step Screen Action 8 PURCHASE: Enter the amount of the purchase and then $0.00 select OK. ENTER AMOUNT CASH NOTE: Cashout is not permitted on a credit card. 9 PURCHASE Select account type CR. TOT $X.XX SELECT ACCOUNT CHQ SAV CR 10 AUD $$$$$$.cc This screen will appear if you have Currency EXCH RATE N.nnnn Conversion activated on your terminal and the card XXX $$$$$$$$$ swiped is an overseas card in a currency for which SELECT 1=AUD 2=XXX the terminal has an up to date exchange rate.
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Printer functions
For all transactions which require a printed message facility, a warning message will be displayed if the printer is out of paper or if the printer cover is open: Screen: PRINTER ERROR PAPER OUT PRESS OK OR CLR Please insert a new roll of paper in order to use your EFTPOS terminal.
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Duplicate receipts
If you are unsure whether the last transaction you processed was approved, perhaps because the tally roll jammed, you can clear the printer and use the duplicate receipt function to verify the outcome of the transaction. Instead of re-inputting the transaction which may double charge the cardholder, the duplicate receipt function allows you to reprint the last completed transaction. It will show all the details of the transaction and whether the transaction was approved.
Step Screen Action 1 COMMONWEALTH Select the blue Function key. BANK EFTPOS READY 2 1. EFTPOS Select 1. EFTPOS. 2. TERMINAL 3 1. DUPLICATE RECEIPT Select 1. DUPLICATE RECEIPT. 2. TOTALS 3. SPECIAL FUNCTIONS MORE 4 PRINTING PLEASE WAIT Duplicate receipt is being processed and printed.
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Totals
Previous settlement – this function allows you to view the totals of your previous settlement. If the Last Seven Settlement Function is activated you will be given the Reconciliation – the process by which the option of viewing the last settlement or the value of transactions processed through last seven settlements. your terminal is deposited to your nominated bank account. Payment for your transactions Cumulative totals – indicates the business occurs automatically once a day. By using transacted through the terminal since the this function you can initiate a settlement last reconciliation you processed. prior to the automatic settlement. Once the Shift totals – total transactions processed reconciliation has gone for processing it during a specific time period. These can be will print a receipt. asked for at any time and display the total If you have the Last One Hundred of transactions processed through your Transactions function activated a summary terminal since the last time the shift totals of the last 100 transactions since the last were cleared. reconciliation will be printed. Auto settlement – the terminal can be set NOTE: A merchant initiated settlement to automatically settle every day at a is available between 0.01 and particular time of day (anytime except 21.45 (EST). If settlement is not between the hours of 21.46 and 0.00 EST). initiated during this time frame, The terminal will also print a receipt as part the Bank will settle on your of this feature. behalf at 21.45 (EST).
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Step Screen Action 1 COMMONWEALTH Select the blue Function key. BANK EFTPOS READY 2 1. EFTPOS Select 1. EFTPOS. 2. TERMINAL 3 1. DUPL RECEIPT Select 2. TOTALS. 2. TOTALS 3. SPECIAL FUNCTIONS MORE 4 ENTER PASSWORD To enter the totals menu either the manager or THEN PRESS OK operator password is required. 5 1. RECONCILE Select the type of total you wish to use. 2. PREV SETTLEMENT The terminal will then print the total. 3. CUMULATIVE TOTALS MORE If you are using the Shift totals option and wish to retain accurate information for each shift, the totals must be cleared after printing each shift total. This function appears on the Shift Totals menu.
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Changing passwords (manager and operator)
Passwords are required to access many of the functions to protect you from unauthorised use of the terminal. There are two password levels available. An operator password allows you to complete refund transactions up to a certain limit determined by you. The manager password allows you to access the functions menu and to approve refunds above the operator limit and below the maximum terminal limit. Remember to change your passwords regularly. (Terminal will not accept passwords 123456 or 000000.)
Step Screen Action 1 COMMONWEALTH Select the blue Function key. BANK EFTPOS READY 2 1. EFTPOS Select 2. TERMINAL. 2. TERMINAL 3 ENTER PASSWORD To enter the terminal option menu, the manager THEN PRESS OK password is required. 4 1. CONFIGURE Select 2. PASSWORDS. 2. PASSWORDS 3. REBOOT 4. SAF STORAGE 5 1. MANAGER PASS Select either 1 or 2 dependent upon which 2. OPERATOR PASS password you wish to change. 6 MANAGER PWD Enter new password and select OK. The screen ENTER prompt shown is for option 1. The option 2 prompt NEW CODE AND OK is operator password. 7 CONFIRM PWD Enter password and OK. This is to confirm the NEW CODE AND OK correct password. 8 PWD ACCEPTED Password change has been accepted. Select OK PRESS OK to continue. Password management menu will reappear so you can change the other password. If this is not required select the red cancel key.
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Setting refund limits (manager and operator)
The manager password can process all refund transactions up to the terminal limit or a lesser amount set by you whilst the operator password can only complete those The EFTPOS LITE terminal requires the input refund transactions up to the limit you set of a password for all refund transactions. for operators. For example if the operator The terminal allows you to set two refund limit is set at $50.00, all refund transactions limit levels (operator and manager) to help under this amount can be processed by you control who has access to the refund inputting either the operator or manager facility and provide greater protection against password whilst any refund transactions fraud. For further protection, the Bank has above $50.00 and up to the set limit or the also set a maximum terminal limit. You will terminal limit can only be completed with need to contact the Bank to process refund the manager password. transactions above this limit.
Step Screen Action 1 COMMONWEALTH Select the blue Function key. BANK EFTPOS READY 2 1. EFTPOS Select 1. EFTPOS. 2. TERMINAL 3 1. DUPLICATE RECEIPT Select 3. SPECIAL FUNCTIONS. 2. TOTALS 3. SPECIAL FUNCTIONS MORE 4 ENTER MANAGER To enter the special functions menu the manager PASSWORD password is required. THEN PRESS OK
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Step Screen Action 5 1. REFUND LIMIT Select 1. REFUND LIMIT. 2. VOUCHER 3. RESET 6 1. OPERATOR Select 1 or 2 depending on which limit you 2. MANAGER wish to change. 7 OPERATOR LIMIT Enter the new refund limit and press OK. The $X.XX terminal will then return to the previous menu ENTER NEW AMT (above). The screen prompt shown is for option 1. $X.XX The option 2 prompt is manager limit.
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Other terminal functions
Terminal reboot – used to reboot the terminal if it has locked up or you are advised to do so by the Bank’s help desk. PINpad lock – after a period of time, if no key has been pressed, the PINpad will lock. To process further transactions will require the inputting of either the operator or manager password. PINpad lock time-out – allows you to set the amount of time that passes before the PINpad lock is activated. Audible tone – allows you to turn off the audible tone that sounds when a transaction is declined. LCD contrast – allows you to adjust the brightness of the LCD screen. Terminal reboot: Step Screen Action 1 COMMONWEALTH Select the blue Function key. BANK EFTPOS READY 2 1. EFTPOS Select 2. TERMINAL. 2. TERMINAL 3 PASSWORD To enter the terminal option menu either * * * * * manager or operator password is required. ENTER CODE AND OK 4 1. CONFIGURE Select 3. REBOOT. 2. PASSWORDS 3. REBOOT MORE 5 TERMINAL To reboot the terminal select PROCEED. REBOOT PROCEED/CANCEL
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PINpad lock: Step Screen Action 1 COMMONWEALTH Select the blue Function key. BANK EFTPOS READY 2 1. EFTPOS Select 2. TERMINAL. 2. TERMINAL 3 PASSWORD To enter the terminal option menu either the * * * * * manager or operator password is required. ENTER CODE AND OK 4 1. CONFIGURE Select 1. CONFIGURE. 2. PASSWORDS 3. REBOOT 4. SAF STORAGE 5 1. PINPAD LOCK Select 1. PINPAD LOCK. 2. AUDIBLE TONE 3. LCD CONTRAST MORE Turning lock on/off: 1 1. LOCK ON/OFF Select 1. LOCK ON/OFF. 2. SET TIMEOUT 2 LOCK IS ON Select either ON or OFF as required. SELECT OPTION ON/OFF 3 INPUT ACCEPTED Screen confirmation of selection. LOCK IS ON
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Setting ‘PINpad lock time-out’: Step Screen Action 1 1. LOCK ON/OFF Select 2. SET TIMEOUT. 2. SET TIMEOUT 2 LOCK TIMEOUT Enter amount of timeout. 10MIN NEW VALUE: 3 INPUT ACCEPTED Screen confirmation of selection. LOCK TIMEOUT 10MIN Turning audible tone on/off: 1 COMMONWEALTH Select the blue Function key. BANK EFTPOS READY 2 1. EFTPOS Select 2. TERMINAL. 2. TERMINAL 3 PASSWORD To enter the terminal option menu either the * * * * * manager or operator password is required. ENTER CODE AND OK 4 1. CONFIGURE Select 1. CONFIGURE. 2. PASSWORDS 3. REBOOT 4. SAF STORAGE 5 1. PINPAD LOCK Select 2. AUDIBLE TONE. 2. AUDIBLE TONE 3. LCD CONTRAST MORE 6 TONE IS ON Select either ON or OFF as required. SELECT OPTION ON/OFF 7 INPUT ACCEPTED Screen confirmation of selection. TONE IS ON
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Adjusting the LCD contrast: Step Screen Action 1 COMMONWEALTH Select the blue Function key. BANK EFTPOS READY 2 1. EFTPOS Select 2. TERMINAL. 2. TERMINAL 3 PASSWORD To enter the terminal option menu either the * * * * * manager or operator password is required ENTER CODE AND OK 4 1. CONFIGURE Select 1. CONFIGURE. 2. PASSWORDS 3. REBOOT MORE 5 1. PINPAD LOCK Select 3. LCD CONTRAST. 2. AUDIBLE TONE 3. LCD CONTRAST MORE 6 CHANGE LCD Use the yellow option keys below DEC or INC to CONTRAST either decrease or increase the brightness then SELECT OPTION press OK. DEC INC
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Training mode
Training mode is useful for showing new staff how to use the terminal to process transactions. The training mode, when enabled, puts the terminal into a state where no messages are sent to the host. All supported transactions involve no transfer of money. The idle screen and receipts are clearly labelled as being in training mode. Training mode is not available for XPOS and Currency Conversion transactions. Enabling training mode: Step Screen Action 1 COMMONWEALTH Select the blue Function key. BANK EFTPOS READY 2 1. EFTPOS Select 1. EFTPOS. 2. TERMINAL 3 1. DUPLICATE RECEIPT Select the yellow option key below MORE. 2. TOTALS 3. SPECIAL FUNCTIONS MORE 4 4. TRAINING Select 4. TRAINING. 5 TRAINING MODE Select the yellow option key below ON. TRAINING OFF SELECT OPTION ON/OFF 6 INPUT ACCEPTED Screen confirmation of selection. TRAINING IS ON To turn training mode off follow the above instructions and select OFF at step 5. Training mode display: The training mode ready screen will be displayed as: Screen: COMMONWEALTH BANK EFTPOS ***TRAINING***
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The training mode receipt shows the terminal in training mode:
COMMONWEALTH BANK EFTPOS RETAILER NAME RETAILER ADDRESS TERMINAL: 12345678 REFERENCE: 654321 TRAINING MODE NOT FOR VALUE
MERCHANT COPY CARD NO: 123456-123 EXPIRY DATE: 01/01 CREDIT: PURCHASE: $10.00 TOTAL: AUD $10.00
20 MAR 2006 11:59
APPROVED 00
TRAINING MODE NOT FOR VALUE
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MOTO (Mail Order/Telephone Order) processing
For approved Mail and Telephone Order Merchants. MOTO processing allows you to perform a credit card transaction for purchases or refunds made via telephone or mail. Only purchase and refund transactions can be processed through MOTO. As the transaction is conducted over the phone or through the mail there is no requirement for a signature. The rules governing MOTO transactions are provided to you on approval. You should ensure that you and your staff are fully aware of the responsibilities of conducting MOTO transactions.
Step Screen Action 1 COMMONWEALTH Select the yellow option key below MOTO. BANK EFTPOS READY MOTO 2 CARD NUMBER: Manually enter the credit card number and then select OK. ENTER NUMBER AND OK 3 EXPIRY DATE: MM/YY Enter the expiry date of the credit card and EXPIRY DATE: / press OK. KEY EXPIRY DATE AND OK 4 SELECT Select the type of transaction. TRANS TYPE PUR REF NOTE: Cashout is not permitted on a credit card. 5 PURCHASE: Enter the amount and then select OK. The $0.00 transaction will then be processed. Once this ENTER AMOUNT AND OK occurs the screen will show that the transaction has been approved and return to the MOTO menu.
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Step Screen Action 6 AUD $$$$$$.cc This screen will appear if you have Currency EXCH RATE N.nnnn Conversion activated on your terminal and the card XXX $$$$$$$$$ swiped is an overseas card in a currency for which SELECT 1=AUD 2=XXX the terminal has an up to date exchange rate.
A receipt will be printed for your records.
MOTO receipt MOTO refund receipt
COMMONWEALTH COMMONWEALTH BANK BANK EFTPOS EFTPOS RETAILER NAME RETAILER NAME RETAILER ADDRESS RETAILER ADDRESS TERMINAL: 12345678 TERMINAL: 12345678 REFERENCE: 654321 REFERENCE: 654321
MOTO MOTO CARD NO: 123456-123 CARD NO: 123456-123 EXPIRY DATE: 01/01 EXPIRY DATE: 01/01 CREDIT: CREDIT: PURCHASE: $10.00 REFUND: $10.00 TOTAL: AUD $10.00 TOTAL: AUD $10.00
20 MAR 2006 11:59 20 MAR 2006 11:59 CBA MASTERCARD CBA MASTERCARD
MOTO APPROVED 08 MOTO APPROVED 08
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XPOS
If XPOS has been installed on your EFTPOS terminal, please refer to the XPOS Operator Manual for instructions on processing XPOS transactions. XPOS is a software application available on the EFTPOS LITE. XPOS is a first for If you require XPOS technical help please Australia, turning the EFTPOS terminal into call the XPOS Help Desk on 1300 553 772 , a virtual store, allowing a retailer to sell 24 hours, 7 days. products and services. To activate XPOS on your terminal call Products available range from mobile Merchant Enquiries on 1800 230 177 , recharge, music downloads, calling cards, Monday to Friday, 9 am to 5 pm. internet recharge, tolling, attraction tickets, For more information visit fishing licenses, magazine subscriptions, www.commbank.com.au/xpos flower delivery and Wishlist. XPOS also enables a retailer to process electronic gift cards, run a loyalty programme, process Bartercard transactions and accept bill payments. (Products vary dependent on terminal selection.) Retailers select the product from a menu on the EFTPOS terminal, accept payment, then print the product. XPOS automates the physical distribution of products and services providing the benefits of eliminating capital outlay, shelf space requirements and stock shrinkage.
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Currency Conversion transactions
Currency Conversion will enable you to:
I Provide a better customer service by making it easier for your customers Currency Conversion offers your overseas to do business with you. customers the freedom to use their credit I Earn a commission for each foreign card to pay for purchases in their home currency transaction. currency, at your point of sale. This is a I Increase the purchase confidence of must if your business deals with international overseas customers who pay by Visa or customers on a regular basis. MasterCard, and so potentially increase Currency Conversion allows international the value of their purchase. cardholders the option of either paying in I Provide a competitive differentiation Australian dollars or their home currency in your business and help secure through the EFTPOS terminal. For example, repeat business. a US cardholder can choose to pay in US I Accept both Australian dollar and dollars and they will only see the US dollar foreign currency payments through amount on their receipt and credit card one terminal. statement. The value deposited to your I Be paid for the sale proceeds in settlement account will still be in Australian dollars. Australian dollars. To activate Currency Conversion call In addition to providing a better service to Merchant Enquiries on 1800 230 177 , your customers, you also earn a commission Monday to Friday, 9 am to 5 pm. for each foreign currency transaction.
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Terminal error messages
Codes Description Printer Message Terminal Display 00 Approved or completed APPROVED 00 APPROVED 00 successfully 01 Refer to card issuer DECLINED 01 TRANSACTION DECLINED CONTACT BANK-01 03 Invalid merchant DECLINED 03 TRANSACTION DECLINED INVALID MERCHANT-03 04 Pick-up card DECLINED 04 TRANSACTION DECLINED CONTACT BANK-04 08 Honour with identification APPROVED 08 APPROVED WITH SIGNATURE 11 Approved VIP APPROVED 00 APPROVED 00 12 Invalid transaction DECLINED 12 TRANSACTION DECLINED INVALID TRANS-12 13 Invalid amount DECLINED 13 TRANSACTION DECLINED INVALID AMOUNT-13 14 Invalid card number DECLINED 14 TRANSACTION DECLINED (no such number) INVALID CARD NO-13 19 Re-enter transaction DECLINED 19 TRANSACTION DECLINED SYSTEM ERROR-19 21 No action taken DECLINED 21 TRANSACTION DECLINED SYSTEM ERROR-21 30 Format error DECLINED 30 TRANSACTION DECLINED SYSTEM ERROR-30 31 Bank not supported by switch DECLINED 31 TRANSACTION DECLINED SYSTEM ERROR-31 33 Expired card DECLINED 33 TRANSACTION DECLINED PHONE AUTH CENTRE-33
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Codes Description Printer Message Terminal Display 36 Restricted card DECLINED 36 TRANSACTION DECLINED BANK NOT AVAIL-36 39 No credit account DECLINED 39 TRANSACTION DECLINED NO CREDIT ACCT-39 41 Lost card DECLINED 41 TRANSACTION DECLINED PHONE AUTH CENTRE-41 42 No universal account DECLINED 42 TRANSACTION DECLINED NO ACCOUNT-42 43 Stolen card, pick up DECLINED 43 TRANSACTION DECLINED PHONE AUTH CENTRE-43 51 Not sufficient funds DECLINED 51 TRANSACTION DECLINED REFER CARD ISSUER-51 52 No cheque account DECLINED 52 TRANSACTION DECLINED NO CHEQUE ACCT-52 53 No savings account DECLINED 53 TRANSACTION DECLINED NO SAVINGS ACCT-53 54 Expired card DECLINED 54 TRANSACTION DECLINED EXPIRED CARD-54 55 Incorrect PIN DECLINED 55 TRANSACTION DECLINED INCORRECT PIN-55 56 No card record DECLINED 56 TRANSACTION DECLINED CARD NOT VALID-56 57 Transaction not permitted DECLINED 57 TRANSACTION DECLINED to cardholder TRAN NOT ALLOWED-57 58 Transaction not permitted DECLINED 58 TRANSACTION DECLINED to terminal TRAN NOT ALLOWED-58 59 Suspected fraud DECLINED 59 TRANSACTION DECLINED PHONE AUTH CENTRE-59
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Codes Description Printer Message Terminal Display 60 Card acceptor contact acquirer DECLINED 60 TRANSACTION DECLINED PROCESSING ERROR-60 61 Exceeds withdrawal amount limi t DECLINED 61 TRANSACTION DECLINED OVER CARD LIMIT-61 62 Restricted card DECLINED 62 TRANSACTION DECLINED TRAN NOT ALLOWED-62 67 Phone authorisation centre DECLINED 67 TRANSACTION DECLINED PHONE AUTH CENTRE-67 75 Allowable PIN tries exceeded DECLINED 75 TRANSACTION DECLINED EXCEED PIN TRIES-75 91 Issuer or switch inoperative DECLINED 91 TRANSACTION DECLINED ISSUER NOT AVAIL-91 94 Duplicate transaction DECLINED 94 TRANSACTION DECLINED DECLINED-94 96 System malfunction DECLINED 96 TRANSACTION DECLINED RETRY TRANSACTION-96 97 Reconcile totals have been reset SETTLED 97 SETTLEMENT TOTALS RESET 98 MAC error DECLINED 98 TRANSACTION DECLINED MAC ERROR-98 Q5 Settlement message already DECLINED Q5 TRANSACTION DECLINED acknowledged. Response totals ALREADY SETTLED-Q5 same as for original settlement R1 Incorrect PIN block format DECLINED R1 TRANSACTION DECLINED PIN BLOCK ERROR-R1 S1 Amount greater than SAF DECLINED S1 TRANSACTION DECLINED credit/debit limit CALL FOR AUTH-S1 Z1 Transaction amount too large DECLINED Z1 TRANSACTION DECLINED LOWER AMOUNT-Z1
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Codes Description Printer Message Terminal Display Z3 Transaction amount greater DECLINED Z3 TRANSACTION DECLINED than authorised amount INVALID AMOUNT-Z3 Z6 Card insertion only DECLINED Z6 TRANSACTION DECLINED NO MANUAL ENTRY-Z6
For any Terminal Display not listed above the terminal is to display and print the following:
Print Message Terminal Display DECLINED nn TRANSACTION DECLINED SYSTEM ERROR-nn
Codes Description Printer Message Terminal Display 001 Sending error SENDING TRANSMISSION ERROR ERROR 001 SENDING ERROR - 001 004 Powered off POWER TRANSMISSION ERROR FAILED 004 POWER FAILED - 004 005 POS communications error POS LINK TRANSMISSION ERROR FAILED 005 POS LINK FAILED - 005 006 Error PDU received ERROR TRANSMISSION ERROR PDU RX 006 ERROR PDU RX - 006 007 Error PDU transmitted ERROR TRANSMISSION ERROR PDU TX 007 ERROR PDU TX - 007 T01 Connection timeout COMMS T/O COMMS TIMEOUT EXPIRED T01 EXPIRED - T01 T02 Number engaged LINE COMMUNICATIONS ENGAGED T02 ERROR LINE ENGAGED - T02 T03 No answer NO ANSWER T03 COMMUNICATIONS ERROR NO ANSWER -T03
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Codes Description Printer Message Terminal Display T04 MAC failure MAC ERROR T04 TRANSMISSION ERROR MAC ERROR - T04 T05 No dial tone NO DIAL TONE T05 COMMUNICATIONS ERROR NO DIAL TONE - T05 T09 No carrier NO CARRIER T09 COMMUNICATIONS ERROR NO CARRIER - T09 T10 No polling NO POLLING T10 COMMUNICATIONS ERROR NO POLLING - T10 T28 Invalid host response INVALID TRANSMISSION ERROR RESPONSE T28 INVALID RESPONSE - T28 T29 Invalid PPID UNKNOWN COMMUNICATIONS PPID T29 ERROR UNKNOWN PPID - T29 T30 Re-initalisation is required INIT REQUIRED T30 COMMUNICATIONS ERROR INIT REQUIRED - T30 T31 No response TRANS T/O TRANSACTION TIMEOUT EXPIRED T31 EXPIRED - T31 T32 Transmit timeout COMMS T/O COMMS TIMEOUT EXPIRED T32 EXPIRED - T32 T33 Invalid signature FAILED TRANSACTION DECLINED SIGNATURE T33 FAILED SIGNATURE - T33 T99 Unknown error UNKNOWN COMMUNICATIONS ERROR T99 ERROR UNKNOWN ERROR - T99
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Where to get help
I Authorisations 24 hours, 7 days Call Freecall* 1800 813 700 for all over floor limit manual debit card I Help Desk transactions. 24 hours, 7 days Call Freecall* 1800 022 966 Call 13 26 36 for all over floor limit to report terminal faults or failures. manual credit card transactions.
I Merchant Enquiries I Charge cards Mon to Fri 9 am to 5 pm (local time) American Express 1300 363 614 Call Freecall* 1800 230 177 Diners Club 1800 331 112 for general merchant enquiries, JCB 1800 200 250 for authorisation EFTPOS transaction errors, of all over floor limit manual charge reconciliation errors, merchant card transactions. General enquiries statement enquiries, charge card 1300 363 614 (care of Amex) for any acceptance through your terminal, settlement problems relating to charge change of address notification, the card transactions. collection of unused equipment, I Change of ownership business closure and the adding and new facility enquiries or deleting of terminal functionality. Monday to Friday 8 am to 8 pm I XPOS Help Desk Call 13 1998 24 hours, 7 days I Stationery ordering service Call 1300 553 772 24 hours, 7 days to report XPOS faults or for instructions Call Freecall* 1800 007 251 on how to process XPOS transactions. Whenever telephoning any of the above numbers, please assist by having your merchant number and terminal number available. *Calls to Freecall numbers are free unless made from a mobile phone, which will be charged at the applicable rate.
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1800 022 966 24 hours, 7 days commbank.com.au
Commonwealth Bank of Australia ADV9805 070606 ABN 48 123 123 124