Verifone VX810 User Manual PDF
Contents
1. 1234 e A debit card number appears as 1234567890 e f the card number is truncated only the last four digits are printed 23 V 810 DUET REFERENCE GUIDE Card Numbers on Reports The card number is truncated on all reports containing transaction details Reports that require the manager password e g the Batch Review display the entire card number but the resulting report prints the truncated card number Alpha Characters 1 Press the key that displays the letter you want 2 Press the round ALPHA key located between the purple keys once twice or three times to display the desired letter 3 Press OK when completed EXAMPLE To enter the word AMEX To enter A press the 2 key and then the ALPHA key once To enter M press the 6 key and then the ALPHA key once To enter E press the 3 key and then the ALPHA key twice To enter X press the 9 key and then the ALPHA key twice The table below lists the available alpha characters NUMERIC ALPHABETIC KEY SPECIAL CHARACTERS space Q Z ABC DEF GHI JKL MNO PRS TUV WXY asterisk pound comma decimal 2 3 4 5 6 7 8 9 V 810 DUET REFERENCE GUIDE 24 SS CHAPTER 5 Server Clerk ID Option The Servers Setup feature is used to setup the servers clerks who will perform customer transactions on the terminal This feature also controls all server clerk2. Enter PASSWORD then press OK Create and enter a 1 4 digit Server Clerk ID and press OK Create a 5 to 10 digit Password to use with the ID and press OK Confirm the password by reentering it and press OK Terminal quickly displays SERVER CLERK ADDED Continue entering Server Clerk IDs and passwords When complete press CANCEL key until the Main Menu appears oo nr i onouw amp F wWhS Delete a Server Clerk ID Press OK to access the Configuration Menu Select SERVERS by pressing F3 SCROLL until DELETE SERVER appears and select F2 Enter PASSWORD then press OK Enter SERVER ID to delete and press OK Enter SERVER PASSWORD and press OK Terminal quickly displays SERVER CLERK DELETED Continue deleting Server Clerk IDs When complete press CANCEL key until the Main Menu appears oo OOw RAGUN Modify a Server Clerk ID 1 Press OK to access the Configuration Menu 2 Select SERVERS by pressing F3 3 Press SCROLL until MODIFY SERVER displays and select F1 4 Enter PASSWORD then press OK 27 V 810 DUET REFERENCE GUIDE 5 6 7 8 9 Enter Server Clerk ID to modify and press OK At PASSWORD enter old server password and press OK Enter new password 5 10 characters and press OK Re enter new password and press OK Terminal quickly display SERVER CLERK MODIFIED 10 When complete press CANCEL key to return to the Main Menu Server Reports You can access reports that provide valuable information relati
3. Default Clerk ID eee cecteseeeeeee Server Clerk Setup Managing Server Clerk IDS 0c0 Add a Server Clerk ID Delete a Server Clerk ID Modify a Server Clerk ID Server REPOFts cccececeseesseeseeseeeeeeees Totals Repo ftyren 6 Other Optional Features 29 Invoice Number Prompt 0 0 0 29 Personalized Message on Receipts 30 Terminal Security 2 0 The Manager Password 7 Training amp Demo Mode 32 8 Processing Transactions 33 Basics of Processing Chip Cards 33 How to Process a Sal ccecee 35 How to Process a Phone Order 3 How to Issue a Refund 38 How to Force Capture a Transaction 39 How to Void a Transaction 00 40 How to use Pre Authorization Transactions eeeeceeeeeees ees eesteetesseeseeee 41 Credit Pre Authorization 41 Credit Pre Authorization Completion 42 Delete Pre Authorization 42 9 Balancing amp Settling a Batch 43 Totals REP OM sirena 43 Pre Auth Report ccccccccceeeeesseseeeees 44 Batch Review 44 Batch Detall seccssciczesscceceecerecesssceemeeccaees 45 How to Settle a Batch 46 Additional Settlement Information 46 10 Important Phone Numbers 47 Terminal ISSUGS cccecececesteeeteeteseeenees 47 Paper Resupply 47 V 810 DUET REFERENCE GUIDE il V 810 DUET REFERENCE GUIDE E PREFACE Tha
4. PREFACE dii 1 V 810 DUET Overview 1 Conventions and Terminology 2 2 Sat UD oean 3 Unpacking the Shipping Carton 3 Reviewing the V 810 DUET Features 4 Connecting the PIN Pad to the Base Unit 5 Installing the Paper Roll ce8 7 Cable Connections c cccesceeeeeneeeee 9 Phone Connection 0 0 2 0 9 Ethernet Connection 9 Connecting the Power Pack 10 Terminal Activation c ccceeeeeeee 10 3 Navigating through your V 810 PIN pad keyboard 12 Terminal Key Functions c eee 13 Terminal Menus cescecceseeeseeeeseeeteeee 15 Main Menu Terminal Transactions 15 Configuration Menu 16 Setup oe ceecece ces eeseesteesteeseeeeseeees Servers Clerk IDs Menus Keys Set Language occ 19 IMitialiZatiOn eee cece 19 Quick Setup Menu cece 20 Terminal Setup Table we 21 4 Features amp General IMfOrMatiON ccceccsesssesesesesseesees 22 Cards Accepted cccscccceceesseesteeeeeee 22 PASS WONG betel te ete 22 Locking Unlocking the Terminal Keyboard eeceescesceeeeeseeeeeeseeeeeeeeeees 23 Language Options on the Display and OCOD reise tester cloe tenets 23 Card Information Security 0 c 23 Card Numbers on Reports 00000 24 Alpha Characters c ccccccecsesesees 24 CONTENTS 5 Server Clerk ID Option
5. Cards 1 Ask the customer to insert Card and confirm transaction by pressing YES 2 Follow the display prompts based on the card type credit or debit 3 Remove card when instructed by the terminal V 810 DUET REFERENCE GUIDE 38 How to Force Capture a Transaction Use Force to enter a transaction previously authorized through another means when the V 810 was not available for operation The Force transaction allows you to include the sale in the batch for processing and payment This transaction is NOT available for Debit Cards or Chip Cards At the Main Menu SCROLL until FORCE appears then press F2 Enter AMOUNT and press OK Swipe the card or enter the full card account number and press OK At EXPIRATION DATE YYMM enter date and press OK At IMPRINT CARD imprint card and press OK At APPROVAL CODE enter code previously received and press OK Detach receipt and press YES F1 to print customer receipt If the customer has left press NO F2 OO oF FP UON 39 V 810 DUET REFERENCE GUIDE How to Void a Transaction Use Void to remove a charge from the existing batch Transactions not in the current batch must be handled as credits The steps below apply to all voids After completing the first three steps proceed to the applicable section At the Main Menu select VOID F4 2 Enter PASSWORD and press OK Press YES F1 to void the last transaction and confirm by pressing YES F1 again
6. THERMAL PRINTER PIN PAD CONNECTOR bi RS232 PORT USB PORT lE ETHERNET PORT PHONE LINE Figure 2 V 810 DUET Features The V 810 DUET has been designed with the following features e A base unit to support the PIN pad e A paper door where the paper roll is placed e An Internal Thermal Printer for receipt printing located in the lower portion of the base unit e A PIN pad connector for integration of the base unit to the PIN pad e A power socket for plugging in the power cable e Connection ports at the back of the base unit e Phone line port e Ethernet 10BaseT port e USB port e RS 232 port V 810 DUET REFERENCE GUIDE 4 Connecting the PIN Pad to the Base Unit Connect the PIN pad to the base unit using the following steps 1 Unscrew the latch on the upper right corner of the PIN pad s bottom casing then slide it open Figure 3 Opening the PIN pad latch 5 V 810 DUET REFERENCE GUIDE 2 Attach the PIN pad connector to the slot then screw the latch back on PIN PAD CONNECTOR Figure 4 Connecting the PIN pad Connector Figure 5 Placing the PIN pad onto the base unit V 810 DUET REFERENCE GUIDE 6 Installing the Paper Roll A fast quiet integrated thermal printer ITP is built into the base unit of the V 810 DUET Before you can process transactions through the V 810 DUET that require a receipt or record you must install a roll of thermal sensitive paper in the printer Th
7. is table provides the convenience of one location to view and print the counts EMV STATUS of the statistics on Chip Card transactions such as Chip Card reads PIN Entry Errors Offline Declined and Technical Fallbacks These counts reset to zero after a successful settlement V 810 DUET REFERENCE GUIDE 20 Terminal Setup Table The Terminal Setup Table in the Quick Setup Menu lets you conveniently change commonly customized features of your terminal The list of features include e Terminal ID you can set up a 16 character terminal name for instance if you want to specify its location in the Gift Department e Tip Processing you can enable the prompt for a tip e Clerk Server Mode you can activate the Server Clerk logon prompt through this option e Customer Copy you can choose to have a customer copy print automatically or only if prompted e Receipt Messages you can add information to the receipt such as your address special greetings or your GST HST number Begin by accessing the Quick Setup Menu see previous page 1 Select TERMINAL by pressing F4 2 Select VIEW or PRINT 3 Select NEXT F2 until the desired selection appears follow the prompts PARAMETER NAME EXPLANATION VALUES FORMAT Rate ee s Alpha numeric TERMINAL ID Terminal identification number User Defined Nae SS None On Prompt List On No Prompt CLRK SRVR MODE Determines whether Clerk Server gt Gte must logon to perform
8. Information Covers the various features that you may find of value Chapter 5 Server and Clerk ID Options Addresses how to use the Server Clerk option V 810 DUET REFERENCE GUIDE ill Chapter 6 Other Optional Features Covers other options available on the terminal Chapter 7 Training and Demo Mode Discusses the use of Demo Training mode Chapter 8 Processing Transactions Reviews the step by step sequence for completing the terminal s transactions Chapter 9 Balancing and Settling a Batch Lists reports useful for balancing a batch along with the steps to settle a batch Chapter 10 Important Phone Numbers Lists phone numbers you may find useful iV V 810 DUET REFERENCE GUIDE V 810 DUET REFERENCE GUIDE V CHAPTER 1 V 810 DUET Overview This section provides a brief description of the V 810 DUET The V 810 DUET is a complimentary solution to be used with the V 810 PIN pad The combination of the integrated base with the PIN pad allows you to use the features of a thermal printer modem Ethernet USB and serial ports needed for a complete payment solution The base unit allows the PIN pad to rest in a manner that it can easily be removed for hand over to customers and at the same time provides stability and security for PIN entry without sacrificing its contactless transaction feature Aside from that the base unit features a printer and modem that creates a fully loaded payment solution
9. Terminal Security To minimize the risk of unauthorized transactions being processed through your terminal after your business hours log off the terminal at the end of each business day and log on again at the beginning of each business day The Manager Password allows you to restrict access to various terminal functions and financial transactions that impact your financial account e g refunds voids V 810 DUET REFERENCE GUIDE 30 The Manager Password The Manager Password restricts access to various terminal functions as well as financial transactions that impact your financial account e g refunds and voids IMPORTANT You the merchant are solely responsible for the security of the Manager Password If your Manager Password is compromised change the password immediately 31 V 810 DUET REFERENCE GUIDE CHAPTER 7 Training and Demo Mode The V 810 DUET has a built in demo feature which when activated allows you to train and or run test transactions without affecting the terminal total amounts your financial accounts or customers accounts You can access Demo Mode through the Configuration Menu 1 2 3 4 From the Main Menu press OK Select SETUP F2 Enter PASSWORD and press OK At DEMO MODE press ON F2 You can use the demo feature with the Quick Cards to familiarize yourself with the operation of the terminal To enable Demo Mode any open batch must first be settled While the terminal i
10. or choose to retrieve the transaction by invoice number F1 or last four digits F2 Credit Cards 1 Swipe the card or enter the card number and press OK 2 A receipt will print upon successful completion of the transaction 3 Press YES F1 to print customer receipt Debit Cards 1 Hand the PIN pad to the customer to confirm amount by pressing OK If prompted the customer presses YES F1 to add a tip or NO F3 to bypass the tip If yes is selected customer enters tip amount and presses OK The customer confirms the total amount including tip by pressing OK Customer presses CHO F1 or SAV F2 Customer enters PIN into pad and presses OK on the PIN pad N A receipt will print upon successful completion of the transaction Press YES F1 to print customer receipt on Oo A amp EMV Chip Cards 1 Ask the customer to insert Card and confirm transaction by pressing YES 2 Follow the display prompts based on the card type credit or debit 3 Remove card when instructed by the terminal V 810 DUET REFERENCE GUIDE 40 How to use Pre Authorization Transactions Pre Authorization transactions involve a two step process a Pre Auth followed by a Pre Auth Compl This transaction combination is typically used for handling gratuities when an authorization request is required before the tip amount is known The Pre Auth transaction will initiate an authorization for the pre tip amount and print a receipt fo
11. procedures to settle a batch At the end of each business day you must process a Settlement transaction so that the funds from your POS transactions are deposited to your business account Totals Report Before closing the batch you should compare the total of the paper receipts against the terminal totals This will confirm that the amount you transmit is correct thereby ensuring proper payment 1 Press the REPORTS key 4th purple key 2 Press TOTALS REPORT F2 3 A report will print listing the number of total 43 V 810 DUET REFERENCE GUIDE Pre Auth Report In the event that you use Pre Auth transactions in your business the terminal can print a report of any open Pre Auths in your batch before you settle The Pre Auth report is accessed from the Reports menu and prints details for transactions that require completion 1 Press the REPORTS key 4th purple key 2 SCROLL until PRE AUTH appears then press F2 Batch Review The Batch Review process retrieves transactions in the current batch by using the following retrieval methods e Server Clerk e Transaction Amount e Last 4 digits of Acct e Invoice 1 At the Main Menu SCROLL until BATCH REVIEW appears then press F4 2 Choose how to retrieve the transaction SRVR CLRK if used F1 AMT F2 ACCT last 4 digits F3 INV F4 3 Enter RETRIEVE BY detail and press OK 4 Confirm transaction data by pressing YES F1 Once the t
12. processing requirements The terminal supports the following actions e adding a server e modifying a server e deleting a server e creating a server identification number The term Server or Clerk is used to describe the person servicing the customer and conducting terminal transactions The application setting determines whether the terminal displays SERVER or CLERK Server Reports can be printed to show the individual activities for each server identified by the number assigned to each server as part of the server setup process This data is recorded in the Server Table Report The Servers submenu options include e Log On Server This option logs the server onto the terminal e Log Off Server This option is used to sign a server off the terminal e Add Server This option creates a data record for each server added which sets up the server to perform transactions on the terminal feature e Modify Servers This option allows the merchant to modify server information such as password and cash tip amounts e Delete Server This option deletes the data record for a server from the Server data record table e Clear Servers This option is used to clear server totals from the server s internal totals file N 5 V 810 DUET REFERENCE GUIDE Server Clerk IDs are unique identifiers that a terminal operator keys in when prompted each time they perform a transaction This allows you to produce Server Clerk Subtotal Re
13. status appears in far right column such as m represents a manually entered transaction 45 V 810 DUET REFERENCE GUIDE How to Settle a Batch Once you have reviewed all the batch reports you are ready to perform a Settlement transaction If the totals in the terminal match the host the settlement is approved and is deleted from the terminal If the totals do not match call the Help Desk at 1 877 834 7607 for assistance Additional Settlement Information IMPORTANT All Pre Auths must first be either completed or deleted before a settlement transaction can be processed At the Main Menu SCROLL to SETTLEMENT and press F3 If any Pre Auth transactions are in the batch you may delete them by pressing YES F1 The terminal prints totals and or detail report Processing Press YES F1 to settle Processing If the printer is disabled anytime printing is attempted during settlement processing the terminal will display the message PRINTER DISABLED and settlement will continue If the number of records in the batch approaches the maximum number of records the error warning MUST SETTLE SOON will display whenever a transaction is attempted If the available RAM approaches the minimum total memory required to store transactions in the batch the error warning MUST SETTLE SOON will display whenever a transaction is attempted Once the batch size has reached its maximum BATCH FULL is disp
14. three ways depending on the card type and or condition e by swiping the card through the PIN pad s magnetic stripe reader e by manually keying the account number using the numeric keypad e by inserting a chip card into the PIN pad s chip reader Your specific application configuration and card entry method may prompt you to enter additional information tip amount server ID invoice number expiration date CID etc before sending the authorization request to the Issuer Once the authorization is approved a receipt prints The steps below apply to all sales After completing the first three steps proceed to the applicable section At the Main Menu select PURCHASE by pressing F2 2 If Server Clerk ID option is set up enter 1 to 4 digits then press OK Enter AMOUNT 1 to 7 digits then press OK Credit Sale Card Swiped Swipe the credit card If tip option is set up enter TIP AMOUNT and press OK A receipt will print upon successful completion of the transaction Press YES F1 to print customer receipt Detach receipt for signature af WS N 35 V 810 DUET REFERENCE GUIDE Credit Sale Card Manual Entry Use the following steps in cases when the card s magnetic stripe cannot be read or when you need to enter a transaction without the card being present In this case additional prompts will appear 1 2 eco Ow amp W At INSERT OR SWIPE key the 13 16 digit account number Pres
15. to be lost To protect against possible damage caused by lightning strikes and electrical surges consider installing a power surge connector Terminal Activation Congratulations Your V 810 DUET is almost ready for operation The final step is to contact the American Express Help Desk to initialize and activate the terminal 1 877 834 7607 V 810 DUET REFERENCE GUIDE 10 11 V 810 DUET REFERENCE GUIDE eee CHAPTER 3 Navigating through your V 810 PIN pad keyboard Now that your V 810 DUET is assembled and activated it s time to review how to use it Below is a diagram of the face of the PIN pad and some of the keys you will use routinely Display Screen Alpha Key Gray Display Option Reprint Receipt Reports Menu Scroll Key Arrow Alpha Numeric Keypad EMV Card Slot Color Coded Function Keys V 810 DUET REFERENCE GUIDE 12 Terminal Key Functions The table below describes the functions of the various key groups on the V 810 GRAY DISPLAY OPTION KEYS ALPHA NUMERIC KEYPAD NUMERIC KEYS FUNCTION An operation on the terminal can be initiated by pressing the appropriate function key next to the display menu item The keypad contains horizontal rows of numeric keys with alphabetic characters The numeric key strokes are the default To create an alpha character first press the numeric key containing the desired alpha characters and then press the ALPHA
16. transactions Printing options for customer y CUSTOMER COPY Confirm receipt 2 Auto Alpha numeric HEADER LINES 1 6 Receipt header line 1 6 User Defined AN characters AS Enables Disables auto settle 0 Off 1 0n Enables Disables Debit transactions 0 Off 1 0n M Determines whether terminal beeps a _ E Feature not currently available TIP PROCESSING Enables tip processing options 21 V 810 DUET REFERENCE GUIDE SSS CHAPTER 4 Features and General Information Cards Accepted The V 810 terminal can accept multiple cards In addition to American Express the software can process Visa MasterCard and JCB Password The Manager Password for the terminal is 123456 For security reasons certain transactions and options e g Void Refund and Demo are password protected requiring entry of the Manager Level password to initiate You have the option to remove the password requirement or create up to 4 levels of passwords e 0 No Password e 1 Manager e 2 Supervisor e 3 Clerk e 4 Custom Changing password protection is performed through the Configuration Menu To access the Configuration Menu press OK Press MENUS KEYS F4 Enter PASSWORD then press OK Press SLCT select by pressing F2 Press NEXT F2 to locate the desired transaction Refund Void etc Press SLCT by pressing F3 PASSWORD LEVEL select EDIT F3 Press NEXT F2 until the desired p
17. with a hand over PIN pad all in one device Figure 1 The PIN pad mounted on the base V 810 DUET REFERENCE GUIDE Conventions and Terminology To help you use this guide certain conventions are used Bolded words indicate terminal s colored keys e g green OK yellow Clear and red Cancel With a few exceptions after entering information into the PIN pad keypad you must follow the entry by pressing the green OK This instructs the V 810 that you have completed the process and to proceed to the next step of the sequence and appropriate screen The gray keys to the right of the screen F1 F4 are used to select options listed in the display Text in SMALL CAPS indicates display instructions to either enter the requested information e g AMOUNT enter the transaction amount or select an option using one of the gray F1 F4 keys In certain cases colors are used to help to direct you to keys location based on their color coding SCROLL REPORT Cancel keys Indicate YES and NO by selecting the corresponding gray display F key Detailed information about the use of these keys can be found in Chapter 3 Navigating through your V 810 PIN pad Keyboard This guide uses the following terminology PIN pad often referred to as the terminal this is the part of the device that contains the keypad display and card readers Prompt A reference to the terminal display and information that you should enter Disp
18. Issuer s records nor release the hold on the customer s open to buy BATCH TOTALS Displays batch totals of stored transactions BATCH REVIEW Allows review of transactions in the terminal using specific criteria Configuration Menu A secondary Configurati local customization of th pressing the green OK b Password There are six below SUB MENUS on Menu is also available on the V 810 It enables e terminal Access the Configuration Menu by utton followed by entering the terminal s Manager submenus in the Configuration Menu as listed DESCRIPTION Launches a list of terminal operation records from which settings can be SETUP A viewed and edited Launches he Configure Server Menu used to setup the person who will serve the customer and who will log on and log off of the terminal MENUS KEys Launches he Menu Configuration structure to view edit and determine whether the menu will display on the terminal or not SET LANGUAGE Prompts user to select the language that will print on the receipts and reports French or inmmiauization L2unches English options he Initialization Menu where terminal parameters are downloaded from the host Display version information and memory configuration loaded in flash or RAM ABOUT gee for the application in use V 810 DUET REFERENCE GUIDE 16 Setup The Setup submenu options for this application are as follows e Demo Launches t
19. Merchant Host setup table data record that controls host batch information for each merchant e Download Initiates a full or partial dial download of the application or configuration parameters to the terminal e Edit Cards Launches access to the Card Definition Setup table data records that controls the parameter settings for each card range 17 V 810 DUET REFERENCE GUIDE Issuers Launches the Issuer setup table data records that controls how the Issuer information acct and expiration date will be displayed on the terminal and receipt IP Hosts Launches the table data records for the Internet Provider configuration settings Clear Batch Initiates clearing of batches for all or one merchant Date Time This menu option lets you set the date and time that will alternate between the logo displays on the idle menu window Servers Clerk IDs The Servers Setup feature is used to setup the servers clerks who will perform customer transactions on the terminal This feature also controls all server clerk processing requirements and monitors the individual activities of each The terminal supports the following actions adding a server modifying a server deleting a server setting up a server identification number Server Reports print the individual activities for each server identified by the number assigned to the server during the server setup process This data is recorded in the Server Table Report The Serve
20. Pre Auth 1 At the Main Menu SCROLL until PRE AUTH COMPL appears then press F4 2 Choose how to retrieve the transaction INVOICE F1 or ACCT last 4 digits F2 3 Enter retrieve by detail and press OK Confirm transaction data by pressing YES F1 5 Enter NEW AMT an amount must be entered even if there is no change Do Not use this field to add the tip then press OK 6 Enter TIP 1 to 7 digits if no tip leave blank then press OK 7 Processing APPROVED 8 Detach receipt and press YES Delete Pre Authorization A Del Pre Auth is used to remove a Pre Auth transaction from the terminal s Pre Auth batch This situation could occur if the customer decides to use a different form of payment after the initial Pre Auth was entered A Del Pre Auth does not restore the customer s open to buy 1 At the Main Menu SCROLL until DEL PRE AUTH appears then press F2 2 Choose how to retrieve the transaction INVOICE F1 or ACCT last 4 digits F2 3 Enter retrieve by detail and press OK Confirm transaction data YES F1 NO F2 or NEXT F3 5 The terminal displays the following confirmation PRE AUTH DELETED V 810 DUET REFERENCE GUIDE 42 CHAPTER 9 Balancing and Settling a Batch Before closing a batch to settle you should verify the total dollar amount for your sales and refunds This chapter reviews several reports that are used to verify that the batch is accurate followed by the
21. assword level displays Press SLCT F3 10 Press EXIT F4 oo wr OOo fF WDS V 810 DUET REFERENCE GUIDE 22 IMPORTANT Do not change the Master Terminal Password without securing it in a safe place If you accidentally LOCK the terminal and do not know the password you will be asked to return the terminal for reprogramming Locking Unlocking the Terminal Keyboard The terminal keyboard can be locked to prevent unauthorized use Once locked you must enter the Manager Level password to complete any transaction To unlock the terminal the Manager level password must be used Locking 1 From the Main Menu press then 8 2 LOCK KEYBOARD press YES F1 3 KEYBOARD LOCKED Unlocking 1 From the Main Menu press then 8 2 Enter Manager Level Password 3 LOCK KEYBOARD press NO F2 Language Options on the Display and Receipt The terminal displays messages and prompts for you and your customers in either English or French After the customer s card has been swiped or inserted the language of the messages and prompts for the customer will match the card s language code Card Information Security To reduce the risk of fraudulent card use the cardholder s card number and expiry date is not available in full on receipts and reports The card number will always be either masked or truncated lf the card number is masked it is printed as a combination of digits and s e A credit card number appears as
22. ce you get started using the terminal you will initiate transactions from the Main Menu You can use the purple SCROLL key to see the types of transactions that the terminal can perform In addition to the Main Menu the terminal contains a second menu that enables you to make changes to the basic functionality of the terminal adding optional features and enabling and disabling display prompts for various transactions This additional menu is referred to as the Configuration Menu It can be accessed by pressing the green OK button on the keyboard and then by entering the Manager Password Main Menu Terminal Transactions You will access transactions from the Main Menu A maximum of four options display per page The left most purple key is used to scroll through multiple pages An arrow appears the SCROLL key to indicate when there are more pages to view The transactions are listed in the table below in the same order as they appear in the display TRANSACTION NAME DESCRIPTION This transaction initiates a Sale It supports Card Swipe Manual Entry and PURCHASE Inserted Entry aka dipping for EMV Chip Cards This transaction initiates a phone order sale card not present PHONE ORDER ill not accept a Card Swipe Cannot be used with EMV or Debit Cards This transaction initiates voiding a sale that is still in the batch Voiding of either he last transaction or any transaction retrieved by its invoice number or the last 4 d
23. e ITP uses a roll of single ply thermal sensitive paper 47 mm 2 24 inches wide by 25 meter long paper A pink out of paper indicator line appears on the edge of the paper approximately 18 inches before the end of the roll When this line appears only enough paper remains on the roll to complete one transaction Poor quality paper can jam the printer and create excessive paper dust Store thermal paper in a cool dry dark area Handle thermal paper carefully impact friction temperature humidity and oils affect the color and storage characteristics of the paper Never load a roll paper with folds wrinkles tears or holes at the edges in the print area 1 Lift the paper door Figure 6 Opening the Paper Door 2 Lift the paper tray to remove any partial roll of paper left inside 3 Hold the roll so the paper feeds from the bottom of the roll 7 V 810 DUET REFERENCE GUIDE 4 Place the paper roll into the printer tray Figure 7 Loading Paper Roll 5 Pull paper up past the glue residue on the paper roll 6 Close the paper roll cover by gently pressing on the cover until it clicks allowing a small amount of paper past the glue residue to extend outside the printer door Figure 8 Closing the Paper Door To prevent damaging the print roller always gently press down on the paper roll cover to close it 7 Tear the paper off against the serrated plastic strip in the printer V 810 DUET REFERENCE GUIDE 8 Cable Connection
24. he demo mode When turned on it enables training and or testing to occur without actual communications with the host e Batch Launches the Batch data records table that sets up batch information for each host such as the maximum number of transactions stored in a batch as well as the batch size e Printer Launches the Printer setup data records table It controls the value settings for printing receipts and reports e Terminal Launches the terminal setup data records table that controls the parameter value settings for operations that can be performed on the terminal e Merchant Launches each Host data record table that stores parameter setting and flags specific to that individual host e Comm Launches the Communications setup table Communication parameters control the dial communication process between the terminal and host e Host Launches the Host Definition setup data records table that control host specific parameter value settings such as communication types packet types and settlement protocol relative to each Host e Merchant IDs Launches one record for each Merchant supported The Merchant ID data record table contains Merchant ID information that identifies each merchant s preference of information printed on the receipt It also stores the merchant password invoice number sequence auto settlement date and time information and what report will print at settlement e Merchant Hosts Launches each
25. ic steps to performing a transaction with a chip card 1 2 3 Begin the transaction Check for the chip every time a cardholder gives you a card for payment When the SWIPE or INSERT CARD prompt appears you or the cardholder must insert the chip card into the chip card reader Follow the prompts and have the cardholder follow their prompts Some chip cards prompt for a PIN like a debit card If the PIN is incorrect the cardholder will be prompted to retry If the cardholder cannot remember their PIN cancel the transaction request another form of payment Other chip cards print a signature line on the Merchant copy of the receipt like a magnetic stripe credit card for the cardholder to sign Look for SIGNATURE NOT REQUIRED on the Merchant copy of the receipt If SIGNATURE NOT REQUIRED appears no signature is required If a signature line appears the cardholder must sign the receipt When the PLEASE REMOVE CARD prompt appears remove the chip card The terminal will beep if the chip card is left in the reader after the transaction is completed For more information about chip cards please visit our website americanexpress ca chip V 810 DUET REFERENCE GUIDE 34 How to Process a Sale Your V 810 DUET has been designed to authorize and capture transactions Once you select the Purchase transaction the display prompts you to enter the card account number and the transaction amount The card number may be entered in
26. igits of the account number is transaction enables entry of a previously approved sale into the batch and is used when the authorization approval was not obtained through the terminal Cannot be used with Debit Cards This transaction initiates closing of the current batch and opening of a new batch for logging and accumulating transactions SETTLEMENT f The terminal sends all the approved offline transaction e g Force to the host before starting the Settlement process This transaction initiates a refund for a sale that is no longer in the current erminal batch 15 V 810 DUET REFERENCE GUIDE TRANSACTION NAME DESCRIPTION This transaction initiates an online approval Such approvals are stored in the Pre Auth transaction batch Can be used for entering pre tip transactions All PRE AUTH Pre Auths must be changed to Pre Auth Completes or removed from the batch using the Delete Pre Auth transaction before a Settlement can be initiated Cannot be used with Debit Cards PRE AUTH This transaction captures and finalizes a previously authorized sale that was COMPLETE approved Pre Auths This transaction deletes a Pre Auth transaction from the terminal s Pre Auth batch Pre Auth transactions are retrieved by sequence number or account DELETE number PRE AUTH as a Pre Auth transaction Use this transaction to add tips to Deleting a Pre Auth transaction does not remove the transaction from
27. is only valid for Phone Orders for Card Not Present Card Not Present transactions are handled in the same manner for credit or chip cards At the Main Menu select PHONE ORDER by pressing F3 Manually key the ACCT then press OK Enter EXP DATE YYMM then press OK If tip is set up enter TIP AMOUNT and press OK At V CODE enter the card s CID CVV2 or CVC2 then press OK A receipt will print upon successful completion of the transaction Press YES F1 to print customer receipt OO oF FP WD BS 37 V 810 DUET REFERENCE GUIDE How to Issue a Refund Use Refund to issue a credit on a cardholder s credit or debit card The steps below apply to all refunds After completing the first three steps proceed to the applicable section At the Main Menu press SCROLL until REFUND appears and select F1 2 Enter PASSWORD and press OK Enter AMOUNT of the refund and press OK Credit Cards 1 Swipe the credit card 2 A receipt will print upon successful completion of the transaction 3 Press YES F1 to print customer receipt Debit Cards Swipe the debit card Hand the PIN pad to the customer to confirm amount by pressing OK The customer confirms the total amount by pressing OK Customer presses CHO F1 or SAV F2 Customer enters PIN into pad and presses OK on the PIN pad A receipt will print upon successful completion of the transaction Press YES F1 to print customer receipt Oo oF FS UON EMV Chip
28. key until the target alpha character displays For example the numeric key 2 represents the digit 2 as well as the alpha characters A B and C Press the ALPHA key once to display the letter A twice for the letter B and three times for C Some keys on the keypad are configured to perform special tasks such as Numeric Key 3 Paper Source Advances the paper source Numeric Key 6 Quick Setup Launches Quick Setup menu options Numeric Key 7 Set Language Enables selection screen for display language Numeric Key 8 Keyboard Lock Locks the keyboard to prevent unauthorized access Numeric Key 9 Cash Receipt Initiates the Cash Receipt transaction Asterisk Key Application Exit Returns to VMAC menu when terminal is in multi application mode COLOR CODED FUNC TION KEYS Red Cancel Key Press to cancel the current operation Yellow Key is known as Clear Key Direction Key or Backspace Key Press to backspace key erase or clear text starting from right to left Green Enter OK Key This key is like the ENTER key on a computer keyboard e Press to signify that the task is complete e Press to enable a function or perform an action based on typed data This key is also used to display the Configuration Menu options Press it while the application is idle to launch the Configuration Menu 13 V 810 DUET REFERENCE GUIDE FUNCTION Arrow Menu Scroll Key Controls UP DOWN
29. lay The illuminated area on the face of the PIN pad where prompts and other instructions are displayed Password An alpha numeric character that must be entered before the terminal allows you to proceed with certain transactions The default password is 123456 V 810 DUET REFERENCE GUIDE 2 eee CHAPTER 2 Set Up This chapter includes the following sections that explain the steps to set up the V 810 DUET Unpacking the Shipping Carton Reviewing the V 810 DUET Features Cable Connections Connecting Base Unit to PIN pad Connecting the Power Pack Installing the Paper Roll Power Supply Unpacking the Shipping Carton Open the shipping carton and carefully inspect its contents for possible tampering or shipping damage The V 810 DUET is a secure product and any tampering can cause it to cease to function or to operate in an unsecured manner 1 Remove and inspect the contents of the shipping carton The V 810 DUET can include e Base unit with printer and modem e Power pack e Power cord e PIN pad Remove all plastic wrapping from the device and components Remove the clear protective film from the display Save the shipping carton and packing material for future repacking or moving of the device V 810 DUET REFERENCE GUIDE Reviewing the V 810 DUET Features Before you start assembling the V 810 DUET take a moment to become familiar with its features PIN PAD CRADLE POWER SOCKET PAPER DOOR
30. layed and no more transactions can be processed If settlement is selected and no transactions exist in the batch for the merchant selected EMPTY BATCH is displayed V 810 DUET REFERENCE GUIDE 46 CHAPTER 10 Important Phone Numbers Terminal Issues For problems or questions concerning your V 810 DUET device contact the American Express Help Desk The Help Desk can provide assistance with power failure recovery issues batch closing problems as well as activating optional features 1 877 834 7607 available 24 hours 7 days a week Paper Resupply To order printer paper call 1 800 234 2755 47 V 810 DUET REFERENCE GUIDE
31. n Not all transactions listed above are supported for all card types Please note that if you have enabled any of the available optional features additional prompts may appear in the transaction sequence which will alter the instructions covered on the following pages Basics of Processing Chip Cards Unlike traditional credit and debit cards cards with embedded integrated electronic chips called chip cards or smart cards are read through a specially designed chip reader not a magnetic stripe reader The V 810 s chip card reader is located on the lower front of the PIN pad When a chip card is used as the payment method the card is inserted into the chip card reader and must remain in the reader until the PIN pad displays a prompt to remove it IMPORTANT The card must remain in the reader for the entire transaction Do not remove it until the PLEASE REMOVE CARD prompt appears 33 V 810 DUET REFERENCE GUIDE Chip cards can be customized by the card issuer with different applications and methods of verifying the cardholder Depending on the chip card different prompts may appear Some chip cards prompt for a PIN like a debit card while others prompt for a signature like a magnetic stripe credit card If the chip card prompts for a PIN the cardholder must enter their PIN If the PIN is wrong they can retry If they forget their PIN cancel the transaction request another form of payment There are five bas
32. ng to the Server IDs setup in the terminal Totals Report This report prints transaction count tip total sale total grand total and number of unadjusted tips by Server ID 1 2 3 4 Press REPORTS key right most purple key Press SCROLL left most purple key to access additional reports Press F1 to access Server Reports Press F2 to access Totals Report The report prints V 810 DUET REFERENCE GUIDE 28 CHAPTER 6 Other Optional Features These features may be available on your terminal depending on its configuration If the feature is available and you wish to use it you must enable and configure the feature If you do not wish to use an enabled feature you can deactivate it Contact the Help Desk to discuss these options and determine whether changes to your Merchant ID configuration are required to enable them Invoice Number Prompt This feature enables a prompt to key an Invoice Number for every Credit and Debit financial transaction If this feature is activated you have the option of entering an Invoice Number of your own choosing usually this is a number created by your own POS system or bypassing it by simply pressing OK when the prompt appears The Invoice Number can be up to 7 characters long You can easily activate this feature through the Setup menu in Configuration Menu Press OK to access the Configuration Menu Select SETUP F2 Enter PASSWORD and press OK SCROLL to TERMINAL F1 P
33. nk you for selecting the VeriFone V 810 DUET offered by American Express This guide will step you through unpacking and setting up your equipment It also includes information about processing transactions and customizing the terminal to meet your business needs Once you have assembled and powered up the equipment you must call the American Express Help Desk 877 834 7607 to activate your terminal Once activated you can familiarize yourself with the terminal s transactions by enabling the Demo mode Accompanying this booklet are Quick Step Cards which will help you get started using your V 810 Also enclosed is the Amex Bank of Canada Card Acceptance Point of Sale POS Terminal Addendum Please familiarize yourself with the terms and conditions governing your lease and use of the Point of Sale Terminal s and any printer and other equipment devices or features referred to collectively as the POS Terminal and if applicable your processing of Debit Card Transactions Organization This guide is organized as follows Chapter 1 V 810 DUET Overview Provides an overview of the V 810 DUET Chapter 2 Setup Explains how to set up and install the V 810 DUET It explains how to establish power and telephone line connections as well as how to load the paper Chapter 3 Navigating through your V 810 terminal Provides information about the various menus and submenus of the terminal Chapter 4 Features and General
34. ports tracking financial totals and number of transactions by server clerk Each Server Clerk ID can contain from one to four alphanumeric characters punctuation and special characters are not allowed Default Server Clerk ID A default Server Clerk ID can be assigned on the terminal and all transactions performed on that terminal will be added to the default Server Clerk IDs totals regardless of which operator performs the transaction Server Clerk Setup This feature activates the Server Clerk display prompt to enable tracking transactions by server clerk Activating the Server ID Clerk Prompt To add the Server Clerk Display prompt Press OK to access the Configuration Menu Select SETUP F2 Enter PASSWORD and press OK SCROLL to TERMINAL and press F1 Press NEXT F2 until CLRK SRVR MODE appears about 15 times Select EDIT by pressing F3 The following options display NONE LOGON and PROMPT select PROMPT F3 Press EXIT F4 9 SAVE CHANGES Press OK F2 Oo SP UOUN Once the prompt is activated a Server ID must be used with each transaction V 810 DUET REFERENCE GUIDE 26 Managing Server Clerk IDs The information below is intended to help management add modify or remove Server Clerk IDs from the terminal as well as print related reports The terminal accepts up to 100 IDs Add a Server Clerk ID Press OK to access the Configuration Menu Select SERVERS by pressing F3 Select ADD SERVERS F4
35. r the customer to sign Once the customer has added a tip the Pre Auth Compl transaction is used to adjust the total and to move the transaction into the active batch for settlement A batch cannot be closed with open Pre Auths Pre Auths must be changed to Pre Auth Compl or removed from the file using Del Pre Auth Pre Authorization transactions cannot be used with debit cards Credit Pre Authorization The Pre Auth transaction is used to obtain an authorization for an estimated amount before the final amount is determined such as before a tip is added and to print a receipt for the customer s signature At the Main Menu SCROLL until PRE AUTH appears then press F4 Enter PRE AUTH AMOUNT 1 to 7 digits and press OK Swipe credit card and press OK Processing APPROVED Detach receipt and press YES F1 to print customer receipt af WS N 41 V 810 DUET REFERENCE GUIDE Credit Pre Authorization Completion Use the Pre Auth Compl transaction to revise the Pre Auth transaction Even if the amount does not change a Pre Auth Compl must be used to move the transaction into the batch for settlement When the original Pre Auth amount displays the terminal asks for a new amount An amount must be entered even if it is the same base amount If the new amount now includes a tip enter the original amount You will be prompted for the tip on a subsequent screen The Pre Auth Completion must be performed on the same terminal as the
36. ransaction is retrieved you may void the transaction You can also reprint the receipt for the retrieved transaction using the REPRINT key third purple key on the terminal You may also navigate to the next or previous transaction in the current batch search using the gray function keys When the server clerk level password is used to access the batch review process only transactions related to that particular server or clerk can be adjusted To access the batch review for all transactions the password level must be a supervisor or manager V 810 DUET REFERENCE GUIDE 44 Detail Report The Detail Report will print the individual transaction total listing the last 4 digits of the card and the invoice number 1 Press the REPORTS key 4th purple key 2 Select DETAIL REPORT F3 3 A report will print all the transactions in the batch specifying the transaction type and the grand total The transaction abbreviations are as follows e S Purchase Sale e RD Debit refund e R Refund e SD Debit Sale e P Phone e VD Debit Void e V Void e PC Pre Auth Completion e 0S fForce Sale e Voids print after all Sales have been listed They appear as 0 00 for the total e Refund Total lines print after the detail of the Sales and Voids are listed e The Grand Totals section of the report prints Tip Total Cash Back and Surcharge lines for each transaction option enabled such as Tip Cash Back and Surcharge e Transaction
37. ress NEXT F2 about 60 times until KEY INVOICE NUMBER appears Select EDIT F3 Select ON F1 8 Press EXIT F4 when finished Once the Invoice Number prompt is activated whenever you initiate a Purchase Pre Auth or Refund transaction after you select the transaction type the terminal will prompt you to enter the invoice number sn Oo FS UO BS 29 V 810 DUET REFERENCE GUIDE Personalized Message on Receipts This feature allows you to configure your terminal to print a personalized trailer message at the bottom of your receipts The language of the message will match the language on the customer s card if the card is swiped or the language selected during the cardholder prompts If the card number and expiry date are manually keyed the language of the customer s receipt will match the language displayed on the terminal While there are multiple ways to customize greetings the easiest method is by accessing the Quick Setup Menu The header lines 5 and 6 and footer lines 1 to 4 are editable allowing you to create your own message Follow these instructions to add greetings or your GST HST number to the receipt Press 6 Enter PASSWORD and press OK Select TERMINAL F4 Select VIEW F2 Press NEXT F2 until either HEADER LINE 4 5 or 6 appear Press EDIT F3 and then enter your own message Refer to the ALPHA section for instructions on how to enter letters 7 Press EXIT F4 when finished ao a FF WD
38. rs submenu options include Log On Server This option logs the server onto the terminal Log Off Server This option is used to sign a server off the terminal Add Server This option creates a data record for each server added which sets up the server to perform transactions on the terminal feature Modify Servers This option allows the merchant to modify server information such as password and cash tip amounts Delete Server This option deletes the data record for a server from the Server data record table Clear Servers This option is used to clear server totals from the server s internal totals file Detailed information about enabling this feature is covered in Chapter 5 Server Clerk ID Option V 810 DUET REFERENCE GUIDE 18 Menus Keys You can make local changes to the terminal For instance you can change whether or not a transaction should require a password and if so designate the password level Set Language When the Set Language option is initiated the terminal prompts the user to choose the language to print all reports and customer receipts and display screens The terminal offers English and French as options Initialization This submenu launches the Initialization Menu where terminal parameters are downloaded from the host 19 V 810 DUET REFERENCE GUIDE Quick Setup Menu The V 810 application also features a Quick Setup Menu This menu allows you to access a single table loca
39. s American Express application supports two cabling scenarios e Phone Line Connection e Ethernet Connection Phone Connection The base unit serves as the device for connecting the V 810 DUET to a phone line outlet using a standard phone line cable Connect one end of the cable to the phone line port at the rear portion of the base unit and the other into a any standard phone outlet Figure 9 V 810 DUET Connected through a Phone Line Ethernet Connection A standard Ethernet cable like RU 45 can be used when connecting the PIN pad mounted on the base unit to a network or another device through the its Ethernet port Connect one end of the Ethernet cable to its port found at the rear portion of the base unit and the other end to its corresponding socket Figure 10 V 810 DUET and Ethernet Cable Connection 9 V 810 DUET REFERENCE GUIDE Connecting the Power Pack To provide power to the V 810 DUET connect the power pack 1 Insert the round barrel connector into the power port in the connector found at the rear portion of the base unit Figure 11 Connecting the Power Pack 2 Insert the AC power cord into the power pack 3 Plug the AC power cord into a wall outlet or power surge protector Do not plug the power pack into an outdoor outlet or operate it outdoors During a transaction disconnecting the power by unplugging the base unit from a wall power may cause transaction files not yet stored in the terminal memory
40. s OK At EXPIRATION DATE YYMM enter the 4 digit expiration date then press OK At CARD PRESENT press YES F1 At IMPRINT THE CARD press OK If tip is set up enter TIP AMOUNT then press OK At V CODE enter the card s CID CVV2 or CVC2 then press OK A receipt will print upon successful completion of the transaction Press YES F1 to print customer receipt Detach receipt for signature Debit Card Sale 1 Swipe the debit card 2 Hand the PIN pad to the customer to confirm amount by pressing OK 3 If prompted the customer presses F1 YES to add a tip enters tip amount and presses OK or F3 NO to bypass tip 4 The customer confirms the total amount including tip by pressing OK 5 Customer presses CHO F1 or SAV F2 6 Customer enters PIN into pad and presses OK on the PIN pad 7 A receipt will print upon successful completion of the transaction 8 Press YES F1 to print customer receipt EMV Chip Cards 1 Ask the customer to insert Card and confirm transaction by pressing YES 2 Follow the display prompts based on the card type credit or debit 3 Remove card when instructed by the terminal V 810 DUET REFERENCE GUIDE 36 How to Process a Phone Order Use Phone Order to process a transaction without the card present Please note that it is important that you are vigilant when accepting orders without the card present as such transactions run a higher risk for fraud This transaction
41. s in Demo mode The DEMO icon DEMO displays on the left side of the screen on all menus except the applications menu The Demo mode supports all financial transaction types All financial transactions will be approved The message APPROVED DEMO will be displayed on the screen All transactions will be stored in the terminal s memory while you remain in Demo mode All receipts for demo transactions and reports on demo totals will have a DEMO banner printed across the top of them If you power off the terminal while it is in Demo mode it will still be in Demo mode the next time you power up the terminal If you change parameters while the terminal is in demo mode those changes will not be cleared when you exit Demo mode Parameter values affect the way the terminal works in both live mode and demo mode Any changes you make in demo mode will affect how the terminal works when you perform live transactions V 810 DUET REFERENCE GUIDE 32 CHAPTER 8 Processing Transactions This chapter reviews the steps to process transactions The V 810 can accept credit debit and chip cards The topics covered in this chapter include e How to process a Sale Purchase e How to process a Phone Order e How to issue a Refund e How to issue a Void e How to Force Capture a Transaction e When and how to use the Pre Authorization Transaction e When and how to use Pre Auth Complete e When and how to delete a Pre Authorization Transactio
42. scroll movement of the arrow Use in conjunction with the Yellow key to reverse the scrolling direction Enables scrolling through the menu to display more pages An Arrow over the SCROLL key displays when there are more pages to view PURPLE KEY 1 Reprint Key Launches the Reprint menu options PURPLE KEY 3 e Last Receipt prints the last receipt that was printed for an authorization e Any Receipt prompts user to enter invoice number to locate Reports Key Launches the Report menu options as follows Totals Report Prints totals by card type and card issuer Detail Report Prints detail information for each transaction Server Reports Launches server report menu options e Totals Report Prints totals report per Server Clerk e Detail Report Prints detail report per Server Clerk e Server Table Prints login and logout information Batch History Prints a series of settlement reports by date PURPLE KEY 4 Terminal Params Prints parameter data for the terminal and each merchant Cards Report Prints specific data for each merchant and for each card range Terminal Stats Prints statistical and diagnostic information about the terminal by day or by week Merchant Rpt Prints merchant information per merchant Pre Auth Reports Prints Pre Auth reports Last EMV Data Prints data for the last EMV transaction V 810 DUET REFERENCE GUIDE 14 Terminal Menus On
43. tion to view print or change terminal phone numbers as well as terminal and communication setup parameters rather than several tables to enable local customization of the terminal To access the Quick Setup Menu 1 From the Main Menu press 6 2 Enter Manager Level PASSWORD then press OK The menu contains submenus for e Key Request e Phone e Terminal e Communications e EMV Public Keys e EMV Parameters e EMV Status SUB MENUS DESCRIPTION KEY REQUEST Key Request is automatically performed when switched from demo to live mode This table contains all the current dial up parameters for the primary and PHONE SETUP econdary phone numbers to dial for authorization and settlement If any changes are made to the Quick Setup table the application will automatically update the iginal table where the parameter is located as well TERMINAL This table contains the parameter settings for the Terminal Printing Merchant SETUP Transactions processing imilar to the Phone Setup table these setup options allow you to view edit COMMUNICA print the primary communication setup and backup for authorization and TION SETUP ement However the host determines the means of communication whether Dial or Comm Server for Ethernet communications S EMV PUBLIC This enables you to view or print the contents of the CAPK files This is not configurable is table provides the convenience of one location to view and print the content the EMV files
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