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Terminal user guide BOQ

1. o 24 448 MA 223322 amp a 2294998 Cum m Your Merchant Support VX520 Contact Guide The Merchant Helpdesk is available 24 hours 7 days a week Australian Eastern Standard Time AEST Please ensure you have your Merchant ID MID and or your EFTPOS Terminal ID TID for the following enquiries Merchant Helpdesk 1800 700 226 Stationery Orders New order Special requests Select Option 1 Existing order query Change their order Technical Troubleshooting Installation query o Status o Reschedule Delay o Cancel Select Option 2 Coverage Issue Faulty damaged terminal s Due to Natural disaster Stolen terminal Only to be used when the Merchant cannot locate the phone number and job number provided to them at the initial call Add Remove MOTO enquiry new request AMEX Diners new request Add Cash Out Tipping Pre Authorisation new request Change Purchase Refund limit temporary increase Change Close Batch settlement time Change trading postal address Request additional terminal Change fee and settlement account a ia Change trading name Change terminal type Delete Close facility General MOTO enquiries general AMEX Diners enquiries general Password resets Fee amp Account queries Alternatively visit the BOQ website at www boq com au business merchant htm Table of Contents 1 INTRODUC TION
2. BOQ VX520 MERCHANT OPERATING GUIDE 43 APPROVED Enter the authorisation number verbally given over the phone and follow the prompts on your terminal DECLINED Follow the prompts on your terminal You must not split a transaction to avoid obtaining an authorisation Please refer to your Merchant Facility Terms and Conditions Specific Obligations to Us As an alternative to the above process you may ask your customer for an alternative means of payment 6 Settlement and Reporting 6 1 CLOSE BATCH SETTLEMENT OVERVIEW There are two types of settlement 1 Auto Close Batch will occur from terminal automatically at opm AEST 2 Manual Close Batch requires Merchant to follow the below procedure for manual settlement on the terminal 6 2 CLOSE BATCH SETTLEMENT AUTO Auto Close Batch will automatically force a daily Close Batch Settlement at the time requested by the merchant If required the Merchant can change their auto Close Batch Settlement time by contacting the Help Desk This method of settlement is always the best option for the majority of Merchants All Merchants by default are set to close batch at 6pm Please contact the Merchant Helpdesk if a change is required for this option 6 3 CLOSE BATCH SETTLEMENT MANUAL Merchant has the option to perform a Close Batch Settlement anytime through out the day prior to or after the Acquirer cut off This function allows you to manually settle for th
3. 4 Tl TRANSACTION TYPES m 4 E OUPPOPRIED CARD TIPE E 4 2 EIS MSC ed CR H E erre ee eno eee eee eee eer 4 2A NAOCO EFTE O OT 4 22 TERMINAL ER RT 5 23 KEYFAD FEATURE Dornier EEE AEE NO EEE EEEE EE 5 2 4 TERMINAL DIS AN nennen nnne nnns rne nnne 5 25 PAPERROLL INSTALLATION TT 6 3 GONNEGTION AND POWER UP gengen geesde deeg 7 31 GONNECTING GABLES ccc sndatpadinotiantendstundinantsctesdsdnedsannteatundciselenpniacdondsinad seoticctanded 7 Eh EE eer 7 CeCe UP geen ne een ee ee eer ee ee ee ee 8 3 4 NAVIGATING THE MAIN MENU 9 4 CARD PRESENTATION PROCEDURES eene 9 4 1 INSERTING A CHIP GA 9 4 2 SWIPING A MAGNETIC STRIPE GARD 10 4 3 CONTACTLESS CARD TRANSACTIONS eene 10 5 TRANSACTION PROCESSING ress iieri rano enean eus eaae oaa RETENE EENAA retten emen 11 51 TPHOOESSIBOS PURGHASE vuestro enata tu piana ao Ean Kia i E Kurt pa EEEE TREER 11 Sd PURCHASE TRANSACTION RECEP E 14 5 2 PROCESSING A PURCHASE WITH CASH OUT 15 5 2 1 PURCHASE WITH CASH OUT TRANSACTION RECEIPT eene 18 5 3 PROCESSING A PURCHASE WITH TIR 18 5 3 1 PURCHASE WITH TIP TRANSACTION RECEIPT sese 22 94 PROGE INGA e Ke E E 23 5 4 1 CASH OUT TRANSACTION RECEIPT sess 25 59 ues esl TE 20 IR EE 25 5 5 1 REFUND TRANSACTION RECEIDRT nennen nennen nnne 29 5 6 PROCESSING A MAIL ORDER TELEPHONE ORDER MOTO 30 5 6 1 MAIL ORDER TELEPHONE ORDER TRANSACT
4. 1800700226 CUSTOMER COPY Note Before completing the transaction check that the transaction was approved If the transaction is declined the terminal will beep for two seconds and display an error message giving the reason An explanation of the error code is available in Section 9 1 Transaction Response Codes 5 3 PROCESSING A PURCHASE WITH TIP The Tip Amount screen will only display if the tipping feature has been enabled You may enable or disable the tipping feature by contacting the Merchant helpdesk BOQ VX520 MERCHANT OPERATING GUIDE 18 DUU 2014 01 01 10 18 2 PURCHASE AMOUNT AUD 5 00 4 ENTER TIP AMOUNT AUD 1 00 4 TOTAL AUD6 00 TAP 7 INSERT OR SWIPE CARD 5 TOTAL AUD6 00 SELECT CHO ACCOUNT SAV CRD BOQ VX520 MERCHANT OPERATING GUIDE There are two methods for initiating a purchase on the VX520 EFTPOS terminal either e Amount Entry Method Press a number key on the terminal key pad to begin amount entry The amount is entered without the decimal point The terminal will update its display with the amount entered This is the only method that allows your customers to perform a contactless transaction or e Card Presentment Method Swipe Insert the customer s card on the terminal and the terminal will update its display requesting the amount to be entered Proceed to Step 2 Contactless taps will not be accepted by the terminal from main screen Key in the purchase amount i e
5. Answers POWERING ON YOUR TERMINAL Q A Q HOW DO POWER ON MY TERMINAL By plugging the terminal into power Refer to section 3 2 Connect to Power for further details WHY SHOULD KEEP MY TERMINAL SWITCHED ON A We strongly recommend that the terminal is powered on at all times each night the terminal checks to see whether there are software and security patches available and these are automatically downloaded to the terminal POWERING OFF YOUR TERMINAL Q A HOW DO POWER OFF MY TERMINAL owitch off at power point and remove the power cord from the power point TRANSACTION PROCESSING Q A gt O gt CO 2 CO 2 CO Q A Yes limits are set by the cardholder s bank known as the Issuing Bank HOW DO PROCESS A CHIP CARD TRANSACTION Insert the card at the beginning of a transaction and follow the terminal prompts or when asked to present the card during a transaction dip the card into the chip reader on the terminal Refer to section 4 1 Inserting a Chip Card WHAT IF A CUSTOMER SWIPES THEIR CHIP CARD BY MISTAKE If your customer swipes their chip card by mistake the terminal will automatically register that the card has an embedded chip and will send a message to the terminal s screen asking for the Merchant to insert card Refer to section 4 2 Swiping a Magnetic Stripe Card How DO PROCESS A CONTACTLESS TRANSACTION Tap the card above the terminal display screen and wa
6. Stationery Order Receipt BOQ VX520 MERCHANT OPERATING GUIDE 50 BOQ MERCHANT NAME MERCHANT ADDRESS 1234 MERCH SUBURB 32129999 MERCH PHONE AUSTRALIA TSP 1001XXXXXXXX TIME 18FEB14 14 23 ITEMS ORDERED 10 ROLLS THIS ORDER WILL BE DELIVERED TO THE ADDRESS ABOVE PLEASE ALLOW UP TO SIX WORKING DAYS FOR RECEIPT OF ORDER 7 1 3 HELPDESK ORDER If you require an urgent stationery order you can telephone the Helpdesk to have a satchel delivery e Telephone 1800 700 226 Option 1 e Advise Operator what order is required e Helpdesk operator will give a reference number for your order 7 2 LOAD PARAMETERS In order to keep the terminal s software up to date the terminal will automatically download any updates on a regular basis It is important to allow the download to be completed so that the terminal will always be running the latest software and configuration Generally this download is scheduled to occur overnight and will take approximately one to two minutes however on occasion this can be up to 10 to 15 minutes To allow this download to occur the terminal will need to be switched on and have an active connection to the internet If your terminal is unable to connect to perform the download at its scheduled time it will re try at a later stage The steps to trigger a parameter download manually are as follows 1 RE From the main screen select the Menu key located on right hand side of terminal Pee 3T VUERU E
7. Tc ap BOO 2014 01 01 10 18 BOQ VX520 MERCHANT OPERATING GUIDE 21 Page down and select Load Parameters by using Settlement the F3 function key or the aligned Function key Reprint Receipt Load Parameters Stationery Order a um 2 The terminal will connect to Terminal Management System to begin the download TMS LOGON PLEASE WAIT 3 The progress of the download will be displayed PARAMETER DOWNLOAD PLEASE WAIT PRESS X TO CANCEL 4 Upon the successful completion of the download the terminal will display this screen PARAMETER DOWNLOAD SUCCESSFUL 5 Upon the unsuccessful completion of the download BEEN the terminal will display this screen PARAMETER DOWNLOAD FAILED Please retry Load Parameters again and if still failed contact the Merchant Helpdesk Press ENTER Key 7 3 MERCHANT PASSWORD The terminal is programmed with a merchant password which is required for refunds and other terminal functions This password is a security measure to ensure only certain authorised personnel can access this functionality from the terminal If you know the merchant password it can be changed via the terminal at any time If you have forgotten your password contact the Merchant Helpdesk option 3 to arrange for it to be reset BOQ VX520 MERCHANT OPERATING GUIDE 52 The steps to change the Merchant Password from the terminal are as follows BOQ 2014 01 01 10 18 Utility Setup Functions 2
8. ae 12 SIGNATURE APPROVED SIGHATURE DECLINED 13 Print custoner receipt NO YES e e BOQ VX520 MERCHANT OPERATING GUIDE If a signature is required remove the card from the terminal and have the customer sign the receipt Check signature on receipt against customer s card and select either option below Press ENTEH qe YES to confirm customer s signature is correct Press CANCEL d for NO due to incorrect signature If the signature is approved or declined the following screens will be displayed Press ENTEH e YES to print a customer copy Press CANCEL V9 for NO to avoid printing a Customer copy 13 5 1 1 PURCHASE TRANSACTION RECEIPT The receipt for a standard Purchase transaction is as follows Field Explanation Acquirer Name Merchant Name Merchant Address Suburb and Postcode Merchant Phone Advertising Text Country Merchant ID TSP ID Local terminal Date amp Time STAN amp Account Type Card amp Mode of Entry Truncated card number RID from chip card PIX from chip card TVR from EMV processing TSI from EMV processing Auth Code returned from Issuer TXN Type descriptor currency type amount Total descriptor currency type amount Response Code and associated text Merchant Helpdesk Number Customer receipt copy text Approved Purchase Receipt Merchant Copy BOQ ABC Pty Ltd 55 Queen Street BRISBANE 4000 0732129999 BOQ AUSTRALIA MID 00000XXXXXXXXX TS
9. 00 Press ENTER to continue TOTAL 452 00 NOTE Surcharge will only be displayed if it has PRESS ENTER KEY been activated on your terminal 4 Press ENTER YES to print Sub Totals PRINT TOTALS Press CANCEL V9 for NO to avoid printing a Sub Totals NO YES e Ne 5 The terminal will now print the Sub Total Report Printing x BOQ VX520 MERCHANT OPERATING GUIDE 47 6 4 1 SUB TOTAL REPORT The standard Sub Total Report is as follows Acquirer Name BOQ BOQ Merchant Name ABC Company LTD Merchant Address 123 Abc Street Suburb and Postcode Brisbane QLD 4000 Country Australia Merchant Phone number 07 3254 9000 Report Name SUBTOTALS Terminal Service Provider ID 1001XXXXXXXX Merchant Number ID Settlement Date Time XXXXXXXXX 11JUN14 15 44 Debit Total 0 00 0 00 0 00 0 00 0 00 Visa Total TIP CASH REF TOT MasterCard Total MasterCard PUR TIP CASH REF TOT AMEX Total Amex PUR TIP CASH REF TOT Diners Total Diners PUR TIP CASH REF TOT JCB Total JCB PUR TIP CASH REF TOT Totals TOTALS PUR TIP CASH REF BOQ VX520 MERCHANT OPERATING GUIDE 7 TERMINAL FUNCTIONS 7 1 STATIONERY ORDERING There are two 2 separate ways to order stationery EFTPOS rolls being 1 Terminal Order 2 Helpdesk Order 7 1 1 TERMINAL ORDER You can only submit 1 order per day via your terminal The options for EFTPOS rolls are e 10 E 20 50 When receipt rolls are ordered di
10. A Issuing Banks have different limits set against different types of cards This is normal practice so please follow the prompts on the terminal screen Q How DO PROCESS A REFUND TRANSACTION A Select the purple menu function key located on the right hand side of terminal then select Refund by using the function keys enter your merchant password and follow the prompts Refer to section 5 5 Processing a Refund Q How po PROCESS A MOTO TRANSACTION A Select the purple menu function key located on the right hand side of terminal then select MOTO by using the function keys and follow the prompts Refer to section 5 6 Processing a Mail Order Telephone Order MOTO Q CAN ACCEPT CREDIT CARD TRANSACTIONS OVER THE PHONE OR BY MOTO MAIL ORDER TELEPHONE ORDER A Yes if you have been pre approved by the Bank to accept MOTO this will already be enabled on your terminal If you do not currently have this function and your business requires it please visit our Corporate Website or contact your local BOQ branch to complete the relevant form ELECTRONIC FALLBACK Q WHAT DOES ELECTRONIC FALLBACK EFB MEAN A Please refer to both your BOQ Merchant Terms and Conditions section 5 11 Electronic Fallback Procedure CLOSE BATCH SETTLEMENT AND REPORTING Q WHAT DOES AUSTRALIAN EASTERN DAYLIGHT SAVINGS TIME AEDST MEAN WHEN IT COMES TO SETTLEMENT A All Settlement times are reflected in Australian Eastern Standard Time AEST w
11. CANCEL V9 key to return to the main screen Press the ENTER g key to accept amount to continue The terminal will now prompt for the merchant password to be entered Key in the merchant password and press ENTER For information on Passwords refer to Section7 3 Merchant Password Insert swipe or tap the customer s card See Section 4 Card Presentation Procedures For Contactless transactions The next screen will always default to the PIN or ENTER screen prior to processing the transaction Navigate to the account required by using the function keys F2 F3 F4 keys located on right hand side of terminal NOTE The accounts offered on this screen are not dynamic and will display all card types even if they are not enabled on the card The cardholder can now enter their Personal Identification Number PIN Once entry is complete the cardholder can press CNTEH NOTE PIN can be bypassed for certain card types i e International by leaving the PIN blank and pressing the ENTER The card type will determine if a signature is allowed and if so the screen will be presented The terminal will connect to the bank and begin processing the refund 26 9 REMOVE CARD 10 APPROVED PRESS ENTER KEY DECLINED REASON gt PRESS ENTER KEY 11 Print customer receipt NO YES eet 12 SIGNATURE REQUIRED 13 SIGHATURE OK NO VES wee went 14 SIGNATURE APPROVED BOQ VX520 MERCHANT OPERATING GUIDE If a chip ca
12. That means transactions processed on Saturday Sunday and Monday prior to cut off will be funded overnight on Monday night with the funding date as the effective date of the transaction WHEN ARE MOST TERMINALS SET TO AUTO SETTLE 6 00pm AEST Any transactions processed after this Close Batch has occurred will be funded with your next day s settlement 6 00PM AEST DOESN T SUIT ME CAN CHANGE THE TIME THAT SETTLEMENT OCCURS Yes Many businesses operate extended business hours such as restaurants grocery stores or gyms These businesses generally want to fund their full day transactions at one time We recommend that these merchants change their Auto Settlement time till after midnight Local time This means that a full day s trading will settle in one batch but not overnight Funds will be received the next settlement day This is called Next Day settlement WHEN IS THE LATEST TIME CAN COMPLETE A CLOSE BATCH AND STILL RECEIVE MY FUNDS OVERNIGHT 6 00pm AEST is the latest time within the day that a terminal can Close Batch and for funds still be settled into your account overnight This is referred to as Same Day settlement WHAT HAPPENS IF TURN THE TERMINAL OFF OVERNIGHT WITHOUT PERFORMING A CLOSE BATCH We recommend you keep your terminal switched on For merchants that are operating in a Same Day settlement mode funds for transactions processed the previous day before settlement cut off wi
13. Utility by using the F1 function key or the aligned Function key Page down twice and select Restart by using the F2 function key or the aligned Function key Press ENTER VB tor YES to print Restart Terminal Press CANCEL V9 tor NO and this will stop the Restart Terminal 56 8 Multi Merchant Facility The Multi Merchant function will allow up to 8 merchants to accept payments using the same terminal If the terminal is configured to support multiple merchants this means you can switch between multiple merchants on the same terminal 8 1 MULTI MERCHANT PURCHASE To process a purchase transaction follow the steps below BOO 2014 01 01 10 15 Purchase Purchase Cash Cash Out Refund SELECT MERCHANT Merchant 2 Merchant 3 S i P 4 Merchant 4 PURCHASE AMOUNT AUD 0 00 BOQ VX520 MERCHANT OPERATING GUIDE From the main screen select the Menu key located on right hand side of terminal Y GEN EE CM PRET ES SET Navigate to the menu item by using the function keys F1 F2 F3 F4 keys located on right hand side of terminal Enter the number shown on the display screen by using the keypad Key in the Purchase amount i e 500 5 00 If a correction is required press the CLEAR e key to remove the last number entered or the CANCEL VS key to return to the main screen Press the ENTEH qe accept amount and continue Refer to section 5 1 Processing a Purchase continue with
14. connection via your modem Only displayed if using this communication method 2 5 PAPER ROLL INSTALLATION Before you can process transactions that require a receipt or record you must install paper in the printer The VX520 uses a roll of single ply thermal sensitive paper for either the 38 mm or the 49 mm diameter version A pink out of paper indicator line appears on the edge of the paper approximately 100cm before the end of the roll After this line appears there is enough paper remaining on the roll to conclude at least one transaction CAUTION Store thermal paper in a dry dark area Handle thermal paper carefully impact friction temperature humidity and oils affect the colour and storage characteristics of the paper Instructions 1 Hook your finger under the latch and lift up to swing the paper roll cover open taking care not to dislodge the printer roller 2 Remove any partial roll of paper in the printer tray by lifting it up 3 If applicable loosen the glued leading edge of the new paper roll or remove the protective strip Unwind the paper roll past any glue residue 4 Hold the roll so the paper feeds from the bottom of the roll 5 Drop the paper roll into the printer tray and pull paper up past the glue residue on the paper roll 6 Close the paper roll cover by gently pressing directly on the cover until it clicks shut allowing a small amount of paper past the glue residue to extend outside the print
15. giving the reason An explanation of the error code is available in Section 9 1 Transaction Response Codes BOQ VX520 MERCHANT OPERATING GUIDE 22 5 4 PROCESSING A CASH OUT The Cash Out function will appear in the menu but may need to be enabled by contacting the Merchant Helpdesk if this is a required function BOQ 2014 01 01 10 18 From the main screen select the Menu key located on right hand side of terminal EE EE GE co Cash Out Select Cash Out by using the F1 function key or Heiani the aligned Function key MOTO Pre Auth T S uam Key in the Cash Out amount i e 600 6 00 CASH OUT If a correction is required press the CLEAR ow key to remove the last number entered or the AMOUNT ANCE B k l AUD 6 00 CANC ey to return to the main screen Press the ENTER to accept amount and continue TOTAL AUD 6 00 Insert or swipe the customer s card See Section INSERT 7 7 SWIPE CARD TOTAL AUD6 Ou SELECT CHO ACCOUNT SAV CRD SAV AUD6 00 ENTER PIN BOQ VX520 MERCHANT OPERATING GUIDE 4 Card Presentation Procedures NOTE Contactless operation is not permitted when Cash Out transaction is being processed Navigate to the account required by using the function keys F2 F3 F4 keys located on right hand side of terminal NOTE Cash out is only available on cheque and savings accounts NOTE The accounts offered on this screen are not dynamic and will display all card types even if t
16. method that allows your customers to perform a contactless transaction or e Card Presentment Method Swipe Insert the customer s card on the terminal and the terminal will update its display requesting the amount to be entered Proceed to Step 2 Contactless taps will not be accepted by the terminal from main screen Key in the purchase amount i e 500 5 00 If a correction is required press the CLEAR be key to remove the last number s entered or the red CANCEL VS key to return to the main Screen Press the ENTEH qe accept amount and continue Key in a Cash Out amount i e 100 1 00 and press ENTER D The Cash Out amount may be left at 0 00 by just pressing ENTER e Note Cash Out is only available on cheque and savings accounts Note The Tipping screen will not be displayed if you initiate the cash out function If the purchase was not initiated by Insert Swipe of a card this screen will be displayed Insert or swipe the customer s card See Section 4 Card Presentation Procedures Note Contactless operation is not permitted when Cashback is part of the transaction 15 5 TOTAL AUD6 00 SELECT CHO ACCOUNT SAY CRD 6 SAV AUDE 00 ENTER PIN T PROCESSING NOW 8 REMOVE CARD 9 APPROVED PRESS ENTER KEY DECLINED REASOH gt PRESS ENTER KEY 10 Print customer receipt NO YES em er BOQ VX520 MERCHANT OPERATING GUIDE Navigate to the account required by using the function
17. of days the cardholder s funds remain on hold As a guide the funds may be held between 4 and 10 days for Australian banks but may be longer for overseas banks BOQ VX520 MERCHANT OPERATING GUIDE 36 DUU 2014 01 01 10 18 Cash Out Refund MOTO Pre Auth Pre Auth Pre Auth Completion Cancellation PRE AUTH ID RETRIEVING INFORMATION PLEASE WAIT AUD 50 00 COMPLETION AMOUNT AUD 50 00 BOQ VX520 MERCHANT OPERATING GUIDE From the main screen select the Menu key located on right hand side of terminal dafs Nome ap ep EU d sl z E K A oelect Pre Auth by using the F4 function key or the aligned Function key Select Pre Auth Completion by using the F3 function key or the aligned Function key Enter the Pre Auth ID from the original Pre Authorisation receipt and press ENTER Please refer to section 5 7 1 Pre Authorisation Transaction receipt for location of Pre Auth ID The terminal will begin locating the stored transaction To confirm the transaction is to be completed press ENTER VD Enter the completion amount and press ENTEH Note Completion amount entry will be restricted by variance limits applied to the original Pre Auth amount 37 7 COMPLETING PRE AUTH PLEASE HATT APPROVED PRESS ENTER KEY lt DECLINED REASON gt PRESS ENTER KEY Print customer 9 receipt NO VES Bi a we BOQ VX520 MERCHANT OPERATING GUIDE The screen will show Co
18. process the online transaction and the stored offline transactions will be included in the next online Close Batch settlement the following business day EFB transactions that occur prior to Close Batch can result in a difference between the value shown on your Close Batch receipt and the value processed to your settlement account If this occurs any EFB transaction value will automatically be included in your next settlement processed to your nominated settlement account 5 12 ELECTRONIC FALLBACK PROCESS When your terminal is in EFB mode there will be some differences in the way the transaction is processed to transactions that are processed online When a transaction is processed online an authorisation is automatically obtained During EFB mode the authorisation is obtained in two 2 different ways depending on the value of the transactions Below floor limit and Above floor limit BOQ has pre set floor limit values in your terminal as mandated by the Card Schemes Rules amp Regulation 5 13 FLOOR LIMITS BELOW SET FLOOR LIMIT The terminal will process the transaction as per usual All transactions processed during EFB mode will require cardholder signature ABOVE SET FLOOR LIMIT Credit Card Transactions The terminal will prompt you to call for an authorisation by showing you the authorisation number to call on the terminal screen e g PHONE FOR AUTH Call 1300302226 Merchant ID 0000000337732607 NO YES
19. receipt copy NO VES i ee ue If not required press the CANCEL dE key BOQ VX520 MERCHANT OPERATING GUIDE 41 5 9 1 PRE AUTHORISATION CANCELLATION TRANSACTION RECEIPT The receipt for a standard Pre Authorisation Cancellation transaction is as follows Field Explanation Acquirer Name Merchant Name Merchant Address Suburb and Postcode Merchant Phone Advertising text Country Merchant ID TSP ID Local terminal Date amp Time STAN amp Account Type Card amp Mode of Entry Truncated card number Auth Code from Issuer Pre Auth ID text Pre Auth ID number TXN Type descriptor currency type amount Total descriptor currency type amount Response Code and associated text Merchant Helpdesk Phone Customer receipt copy text Note Before completing the transaction check that the transaction was approved If the transaction Pre Authorisation Cancellation Merchant Copy BOQ ABC Pty Ltd 55 Queen Street BRISBANE 4000 0732129999 BOQ AUSTRALIA CANCELLED TRANS MID OOOOOXXXXXXXXX TSP 1001 XXXXXXXX TIME 18FEB14 14 23 TRAN 000006 SAVINGS MasterCard S CARD eere 1234 AUTH PRE AUTH ID 012345678 PREAUTH AUD5 00 TOTAL AUD5 00 000 APPROVED CANCELLED CANCELLED TRANS 1800700226 Pre Authorisation Cancellation Customer Copy BOQ ABC Pty Ltd 55 Queen Street BRISBANE 4000 0732129999 BOQ AUSTRALIA CANCELLED TRANS MID OOOOOXXXXXXXXX TSP 1001XXXXXXX
20. terminal Terminal not reading cards The cardholder s card has expired The cardholder has exceeded the number of allowable PIN tries The cardholder s bank has not allowed the transaction The cardholder s card is not accepted for the transaction This card does not have credit account The cardholder s bank has not allowed the transaction and requires the cardholder to contact them The customer has entered an incorrect PIN number The cardholder s card has exceeded its transaction limit The cardholder s bank has not allowed the transaction and requires the cardholder to contact them The cardholder has exceeded the number of allowable PIN tries Transaction requested is not allowed for this terminal or this card The cardholder s bank is unable to be contacted to authorise the transaction 106 PIN TRIES EXCEEDED 107 CONTACT ISSUER 111 INVALID CARD 114 INVALID ACCOUNT 116 CONTACT ISSUER 117 INCORRECT PIN 123 LIMIT EXCEEDED 200 CONTACT ISSUER 206 PIN TRIES EXCEEDED 902 INVALID TRANSACTION 907 ISSUER UNAVAILABLE 9 2 HARDWARE FAULTS Request other means of payment e g Cash Request other means of payment e g Cash Request other means of payment e g Cash Request other means of payment e g Cash Ask customer to select another account Request other means of payment e g Cash Advise customer to retry PIN entry or request other means of payment e g Cash Request other mean
21. types i e International by leaving the PIN blank and pressing the ENTER The card type will determine if a signature is allowed and if so the screen will be presented The terminal will connect to the bank and begin processing the purchase If a chip card was inserted and is yet to be removed this prompt will appear Remove the card at this prompt The terminal will beep as a reminder if the card is not removed The terminal will now begin printing the receipt and display the transaction result Press ENTER qe YES to print a customer copy Press CANCEL V9 for NO to avoid printing a customer copy If a signature is required remove the card from the terminal and have the customer sign the receipt 20 11 SIGHATURE OK NO YES 12 SIGHATURE APPROVED SIGHATURE DECLINED 13 Print custoner receipt NO YES Ka Ka BOQ VX520 MERCHANT OPERATING GUIDE Check signature on receipt against customers card and select either option below Press ENTEH YES to confirm customer s signature is correct Press CANCEL X for NO due to incorrect signature If the signature is approved or declined the following screens will be displayed Press ENTEH e YES to print a customer copy Press CANCEL V9 for NO to avoid printing a customer copy 2 1 5 3 1 PURCHASE WITH TIP TRANSACTION RECEIPT The receipt for a standard Purchase with Tip transaction is as follows Approved Purcha
22. 0006 CREDIT TRAN 000006 CREDIT Card amp Mode of Entry Visa M Visa M Truncated card number CAR D abate 1234 15i ET 1234 Auth Code from Issuer AUTH 800132 AUTH 800132 TXN Type descriptor MOTO AUDO 00 MOTO AUDO 00 currency type amount paler CGSGHPIOGIGUITRR CY PO TOTAL AUDO 00 TOTAL AUDO 00 amount Response Code and associated text Merchant Helpdesk Phone Customer receipt copy text 000 APPROVED 1800700226 000 APPROVED 1800700226 CUSTOMER COPY Note Before completing the transaction check that the transaction was approved If the transaction is declined the terminal will beep for two seconds and display an error message giving the reason An explanation of the error code is available in Section 9 1 Transaction Response Codes 5 7 PROCESSING A PRE AUTHORISATION The Pre Authorisation transaction is only available to Merchants who have satisfied the Bank s specific Terms and Conditions Please Contact the Merchant Helpdesk to discuss your requirements Pre Authorisation is used to preserve a value amount on a cardholder s account The funds are not debited from the cardholder s account until final payment is processed NOTE A Pre Authorisation Completion must be performed to process the final payment see section 5 8 BOQ VX520 MERCHANT OPERATING GUIDE 32 DUU 2014 01 01 10 18 Cash Out Refund MOTO Pre Auth ah um 2 Pre Auth Pre Auth Completion Cancellation 3 PRE AUTH A
23. 234 AUTH 775778 PRE AUTH ID 012345678 PCOMP AUD25 00 TOTAL AUD25 00 000 APPROVED 1800700226 CUSTOMER COPY Note Before completing the transaction check that the transaction was approved If the transaction is declined the terminal will beep for two seconds and display an error message giving the reason An explanation of the error code is available in Section 9 1 Transaction Response Codes BOQ VX520 MERCHANT OPERATING GUIDE 39 5 9 PROCESSING A PRE AUTH CANCELLATION RE BOQ 2014 01 01 10 18 Cash Out Refund MOTO Pre Auth d Pre Auth Completion Cancellation PRE AUTH ID 4 RETRIEVING INFORMATION PLEASE WAIT 9 AUD 50 00 Pre Auth From the main screen select the Menu key located on right hand side of terminal PRET FSS ETS Select Pre Auth by using the F4 function key or the aligned Function key Select Pre Auth Completion by using the F4 function key or the aligned Function key Enter the Pre Auth ID from the original Pre Authorisation receipt and press ENTER Please refer to section 5 7 1 Pre Authorisation Transaction receipt for location of Pre Auth ID The terminal will begin locating the stored transaction To confirm the transaction is to be cancelled press ENTER VD BOQ VX520 MERCHANT OPERATING GUIDE 40 6 CANCELLING The screen will show Cancelling Pre Auth Please PRE AUTH Man PLEASE WAIT Print customer Press the ENTER e ey to print a customer 7
24. 29999 BOQ AUSTRALIA MID OOOOOXXXXXXXXX TSP 1001 XXXXXXXX TIME 18FEB14 14 23 TRAN 000006 SAVINGS MasterCard CASH AUD6 00 TOTAL AUD6 00 000 APPROVED 1800700226 Approved Cash Out Receipt Customer Copy BOQ ABC Pty Ltd 55 Queen Street BRISBANE 4000 0732129999 BOQ AUSTRALIA MID OOOOOXXXXXXXXX TSP 1001 XXXXXXXX TIME 18FEB14 14 23 TRAN 000006 SAVINGS MasterCard CASH AUD6 00 TOTAL AUD6 00 000 APPROVED 1800700226 CUSTOMER COPY Note Before completing the transaction check that the transaction was approved If the transaction is declined the terminal will beep for two seconds and display an error message giving the reason An explanation of the error code is available in Section 9 1 Transaction Response Codes 5 5 PROCESSING A REFUND DUU 2014 01 01 10 18 BOQ VX520 MERCHANT OPERATING From the main screen select the Menu key GUIDE located on right hand side of terminal YS ee 25 Cash Out Refund HOTO Pre Auth uum REFUND AMOUNT AUD 6 00 MERCHANT PASSWORD TOTAL AUD6 00 TAP 7 INSERT OR SWIPE CARD Manual TOTAL AUD6 00 SELECT CHO ACCOUNT SAY CRD SAV AUD6 00 ENTER PIN PROCESSING NOW BOQ VX520 MERCHANT OPERATING GUIDE Select Refund by using the F2 function key or the aligned Function key Key the refund amount i e 600 6 00 If a correction is required press the CLEAR ew key to remove the last number entered or the red
25. 500 5 00 If a correction is required press the CLEAR bs key to remove the last number entered or the red CANCEL V9 key to return to the main screen Press the ENTEH us to accept amount and continue NOTE Do not enter any amount into the cash out screen as this will not allow you to process a tip Key in a Tip amount i e 100 1 00 and press ENTER VD If no Tip is to be entered leave the value at 0 00 and press ENTER ue NOTE The amount of the Tip cannot exceed the value of the Purchase Amount NOTE The Tip screen will not be displayed if you initiate the Cash Out function If the purchase was not initiated by Swipe insert of a card this screen will be displayed Insert swipe or tap the customer s card See oection 4 Card Presentation Procedures Navigate to the account required by using the function keys F2 F3 F4 keys located on right hand side of terminal NOTE The accounts offered on this screen are not dynamic and will display all card types even if they are not enabled on the card 19 6 SAV AUD6 00 ENTER PIN PROCESSING NOW REMOVE CARD APPROVED PRESS ENTER KEY lt DECLINED REASON gt PRESS ENTER KEY Print customer receipt NO YES e ae 10 SIGNATURE REQUIRED BOQ VX520 MERCHANT OPERATING GUIDE The cardholder can now enter their Personal Identification Number PIN Once entry is complete the cardholder can press ENTEH a NOTE PIN can be bypassed for certain card
26. 9999 Advertising text BOQ BOQ Country AUSTRALIA AUSTRALIA Merchant ID MID 00000XXXXXXXXX MID QOOOOXXXXXXXXX TSP ID TSP 1001 XXXXXXXX TSP 1001 XXXXXXXX Local terminal Date amp Time TIME 18FEB14 14 23 TIME 18FEB14 14 23 STAN amp Account Type TRAN 000006 CREDIT TRAN 000006 CREDIT Card amp Mode of Entry MasterCard MasterCard Truncated card number CARD oss doa ius 1234 CARD audeat nut 1234 Auth Code from Issuer AUTH 800132 AUTH 800132 RID from chip card RID A000000003 RID A000000003 PIX from chip card PIX 1001 PIX 1001 TVR from EMV processing TVR 0080040000 TVR 0080040000 TSI from EMV processing TSI F800 TSI F800 Auth Code returned from Issuer AUTH 518382 AUTH 518382 TXN Type descriptor REFUND AUD5 00 REFUND AUD5 00 currency type amount kets a Mt TOTAL AUD5 00 TOTAL AUD5 00 amoun i 000 APPROVED Response Code and associated text 000 APPROVED 1800700226 Merchant Helpdesk Phone CUSTOMER COPY Customer receipt copy text 1800700226 Note Before completing the transaction check that the transaction was approved If the transaction is declined the terminal will beep for two seconds and display an error message giving the reason An explanation of the error code is available in Section 9 1 Transaction Response Codes BOQ VX520 MERCHANT OPERATING GUIDE 29 5 6 PROCESSING A MAIL ORDER TELEPHONE ORDER MOTO Transactions initiated by mail or telephone are known as MOTO Mail Order or Telephone Order transacti
27. ION RECEIPT neeese 32 5 PROCESSING A RRE AUTTRORIGSATION 32 5 7 1 PRE AUTHORISATION TRANSACTION RECEIPT n 36 5 8 PROCESSING A PRE AUTHORISATION CGOMDIETION 36 5 8 1 PRE AUTHORISATION COMPLETION TRANSACTION RECEIPT 39 5 9 PROCESSING A PRE AUTH CANCELLATION eene 40 5 9 1 PRE AUTHORISATION CANCELLATION TRANSACTION RECEIPT 42 5 10 CANCELLING A TRANGAC TIONAL 42 5 11 ELECTRONIC FALLBACK PROCEDURE eee 43 5 12 ELECTRONIC FALLBACK PROCEGO srein erinran nikin Erini u nE EEn EAn 43 S1 FLOOR CIMET essene E E na tuane eer eaesmiteaarndesauee sesanee ans 43 6 oE MP ANDRE FORTIN E 44 6 1 CLOSE BATCH SETTLEMENT OVERVIEW eem 44 6 2 CLOSE BATCH SETTLEMENT AUTO 44 63 CLOSE BATCH SETTLEMENT MANUALE 44 6 3 1 CLOSE BATCH SETTLEMENT MANUAL PROCEDURE eese 44 6 4 CLOSE BATCH Re EE 46 SE SUBTOTAL EN 47 6AA DUB E IIO M 48 TERMINAL FUNG COINS EUR 49 7 1 STATIONERY ORDERIN tse aeda Dect Derren ee trea render deca D DD E Dest tone 49 Ded TERMNACORDER 49 BOQ VX520 MERCHANT OPERATING GUIDE 2 5L GOIATONEBRYOBRDEROBEGEIPT EE 90 Tis HELPDESK ORDER EE o1 7 2 LOAD FARAMETER S Seren nena noe eae ee ae ettet ner ee 51 7 3 Ve ROSE E EE 52 7 4 REPRINT RECEIPT DUPEIGA TE 3itiiiisistuteksteisictsbolin lace laiellelatetatatalahitehslelsbalshalsn te 54 741 DUPLICATE TRANSACTION RECEI
28. MOUNT AUD 6 00 4 TOTAL AUD 6 00 INSERT SWIPE CARD Manual 5 CRD AUD6 00 PIN OR ENTER BOQ VX520 MERCHANT OPERATING GUIDE From the main screen select the Menu key located on right hand side of terminal POET I RE ET B B Late ct Select Pre Auth by using the F4 function key or the aligned Function key Select Pre Auth by using the F2 function key or the aligned Function key Key in the Pre Auth amount i e 600 6 00 If a correction is required press the CLEAR GE key to remove the last number entered or the red CANCEL V9 key to return to the main screen Press the ENTER 2 to accept amount and continue Insert swipe or tap the customer s card See Section 4 Card Presentation Procedures NOTE Contactless operation is not permitted for this type of transaction The cardholder can now enter their Personal Identification Number PIN Once entry is complete the cardholder can press ENTER In some instances you may get the option of PIN or ENTER NOTE PIN can be bypassed for certain card types i e International by leaving the PIN blank and pressing ENTER The card type will determine if a signature is allowed and if so the screen will be presented 33 6 PROCESSING NOW 7 REMOVE CARD 8 APPROVED PRESS ENTER KEY DECLINED REASON gt PRESS ENTER KEY 9 Print customer receipt NO VES el WA 10 SIGNATURE REQUIRED 11 SIGNATURE OK YES ll BOQ VX520 MERCHANT OPERATI
29. NG GUIDE The terminal will connect to the bank and begin processing the Pre Auth If a chip card was inserted and is yet to be removed this prompt will appear Remove the card at this prompt The terminal will beep as a reminder if the card is not removed The terminal will now begin printing the receipt and display the transaction result Press ENTEH in YES to print a customer Copy Press CANCEL V9 for NO to avoid printing a Customer copy If a signature is required remove the card from the terminal and have the customer sign the receipt The card type will determine if a signature is allowed and if so the screen will be presented Check signature on receipt against customers card and select either option below Press ENTEH qe YES to confirm customer s signature is correct Press CANCEL d for NO due to incorrect signature 34 12 Press ENTER VD tor YES to print a customer Print custoner Sp receipt Press CANCEL for NO to avoid printing a customer copy NO VES Py OWN WA BOQ VX520 MERCHANT OPERATING GUIDE 35 5 7 1 PRE AUTHORISATION TRANSACTION RECEIPT The receipt for a standard Pre Authorisation transaction is as follows Field Explanation Acquirer Name Merchant Name Merchant Address Suburb and Postcode Merchant Phone Advertising text Country Merchant ID TSP ID Local terminal Date amp Time STAN amp Account Type Card amp Mode of Entry Truncated card number Auth Code f
30. P 1001XXXXXXXX TIME 18FEB14 14 23 TRAN 000006 CREDIT MasterCard CARD ectnest t us taurus 1234 RID A000000003 PIX 1001 TVR 0080040000 TSI F800 AUTH 518382 PURCHASE AUD5 00 TOTAL AUD5 00 000 APPROVED 1800700226 Approved Purchase Receipt Customer Copy BOQ ABC Pty Ltd 55 Queen Street BRISBANE 4000 0732129999 BOQ AUSTRALIA MID OOOOOXXXXXXXXX TSP 1001 XXXXXXXX TIME 18FEB14 14 23 TRAN 000006 CREDIT MasterCard CARD ETE 1234 RID A000000003 PIX 1001 TVR 0080040000 TSI F800 AUTH 518382 PURCHASE AUD5 00 TOTAL AUD5 00 000 APPROVED 1800700226 CUSTOMER COPY Note Before completing the transaction check that the transaction was approved If the transaction is declined the terminal will beep for two seconds and display an error message giving the reason An explanation of the error code is available in Section 9 1 Transaction Response Codes BOQ VX520 MERCHANT OPERATING GUIDE 14 5 2 PROCESSING A PURCHASE WITH CASH OUT DUU 2014 01 01 10 18 2 PURCHASE AMOUNT AUD 5 00 3 CASH OUT AMOUNT AUD 1 00 4 TOTAL AUD 6 00 INSERT Z SWIPE CARD BOQ VX520 MERCHANT OPERATING GUIDE There are two methods for initiating a purchase on the VX520 EFTPOS terminal either e Amount Entry Method Press a number key on the terminal key pad to begin amount entry The amount is entered without the decimal point The terminal will update its display with the amount entered This is the only
31. PT iii a 55 7 5 RESTART TERMINA EE 56 8 MULTEMERGHANT FACILITY EE 57 8 1 MUETI MERC HANT PURCHASE 5 natat tux ENRCSRu Sx uE Natu EXE xXx d OR RE o 8 2 MULTEMERCHANT SETTLEMEN rc 58 9 TROUBLESHOOTING coercere EE 58 9 1 TRANSACTION RESRONSE EE 58 9 2 HARDWARE FAUL TO D 59 10 GENERAL QUESTIONS amp ANSWERS escien nE 61 BOQ VX520 MERCHANT OPERATING GUIDE 3 Merchant Operating Guide 1 Introduction The purpose of the Merchant Operating Guide is to assist you in the operation of the VX520 EFTPOS Terminal The VX520 terminal allows transactions to be processed for Australian Domestic Debit Cards Savings and Cheque accounts Credit Cards Visa and MasterCard and Charge Cards American Express Diners Club and JCB The VX520 EFTPOS Terminal can be individually programmed to enable functions specific to your business requirements 1 1 TRANSACTION TYPES The functionality supported by the VX520 countertop terminal includes Purchases Refunds Stationery Ordering Cash Out cheque savings Tipping MOTO subject to approval S SON ON ON D 8 Pre Authorisation restricted to Vehicle rental and accommodation providers only Multi Merchant The above options are available upon request 1 2 SUPPORTED CARD TYPES Visa MasterCard American Express S S Sei SN Se JCB Diners x x LW I x Sei NS SN CN Domestic Debit x x Note International debit card transacti
32. SETUP Merch Password Terminal 3 MERCH PASSWORD 2 Reset Password OLD MERCHANT PASSWORD NEW MERCHANT PASSWORD BOQ VX520 MERCHANT OPERATING GUIDE From the main screen select the Menu key located on right hand side of terminal MERDA EH we d p aee E 51 te B T Page down twice and select Setup by using the F2 function key or the aligned Function key Select Setup by using the F2 function key or the aligned Function key Select either of the options shown by selecting the corresponding number displayed on screen Key in the current 6 digit Merchant Password and press ENTER ub Key in the new 6 digit merchant password and press ENTER D 53 CONFIRM NEW PASSWORD PASSWORD CHANGED PRESS ENTER KEY Re key to confirm the new 6 digit merchant password and press ENTER e Once the Password has been changed successfully the result will be displayed 7 4 REPRINT RECEIPT DUPLICATE This function allows you to print a duplicate receipt for a particular transaction within the same settlement period DUU 2014 01 01 10 18 Settlement Reprint Receipt Load Parameters Stationery Order a r BOQ VX520 MERCHANT OPERATING GUIDE From the main screen select the Menu key located on right hand side of terminal WIEVIEL UET A ee DNE TTE CPG SN LE We So sei ALPHA E e hea ER i Kr 2 E Leen Page down and select Reprint Receipt by using the F2 function key or th
33. T A Select the purple menu function key located on the right hand side of terminal scroll down and select Reprint Receipt by using the function keys Refer to section 7 4 Reprint Receipt Duplicate TROUBLESHOOTING Q IF HAVE TROUBLE WITH MY TERMINAL WHO DO Il CALL A Please call the Merchant Helpdesk on 1800 700 226 and select option 2 There is a trained technical support team on hand to assist you with any queries you may have around this transition and your new terminal GENERAL Q NEED TO CHANGE MY ADDRESS HOW DO I NOTIFY BOQ OF THIS CHANGE A The Change of Address Request form along with all other Merchant related forms is located on the corporate website BOQ website Business banking Payments and Merchants Merchant Forms or alternatively you can contact your local BOQ branch to organise the completion of forms HOW DO INCREASE MY TERMINAL LIMIT PERMANENTLY The Change Purchase Refund Terminal Limit Request form along with all other Merchant related forms is located on the BOQ web site Business banking Payments and Merchants Merchant Forms or alternatively you can contact your local BOQ branch to organise the completion of forms 2o BOQ VX520 MERCHANT OPERATING GUIDE 64 A 1300 55 72 73 Go GIL au
34. X TIME 18FEB14 14 23 TRAN 000006 SAVINGS MasterCard S CAD 1234 AUTH PRE AUTH ID 012345678 PREAUTH AUD5 00 TOTAL AUD5 00 000 APPROVED CANCELLED CANCELLED TRANS 1800700226 CUSTOMER COPY is declined the terminal will beep for two seconds and display an error message giving the reason An explanation of the error code is available in Section 9 1 Transaction Response Codes 5 10 CANCELLING A TRANSACTION DURING A TRANSACTION A transaction can be cancelled at any stage before the cardholder confirms the purchase To cancel a transaction during processing press the CANCEL key D BOQ VX520 MERCHANT OPERATING GUIDE 5 11 ELECTRONIC FALLBACK PROCEDURE The Electronic Fallback EFB function is available on your EFTPOS Terminal EFB is the ability to continue processing transactions through your terminal when communication to the BOQ host system has been lost or the cardholder s Card Issuer is unavailable When either of these communication failures occur the EFB function is automatically enabled Some Card Issuers will not allow transactions to be processed under these circumstances and the terminal will prompt you accordingly When the terminal is in EFB mode the transactions are stored within the terminal Once communication has been restored the terminal forwards the stored transactions to BOQ for processing If the terminal is in EFB mode at time of Close Batch settlement BOQ will automatically pick up and
35. atically power on VERIFONE VX520 QT5GO240 0 03 05 2014 Verix ASPACODOI COPYRIGHT 1997 2014 VERIFONE ALL RIGHTS RESERVED INITIALISING CONTACTLESS PARAMETER DOWNLOAD PLEASE WAIT PRESS X TO CANCEL PARAMETER DOWNLOAD SUCCESSFUL DUU 2014 01 01 10 18 The screen will light up and a welcome screen will appear The application will go through multiple verification and initialization steps before it s ready for use If the terminal has been turned off or has not been used for an extended period of time it may perform a forced parameter download during start up Do not switch off the terminal during the parameter download process Once the parameter download has completed successfully you will be notified on screen The terminal will then automatically load up the main screen The terminal is now ready to begin processing transactions To check the connectivity strength of your device see the signal strength indicator on the right upper corner of the terminal screen Dependant on your connection strength the following signals will be displayed BOQ VX520 MERCHANT OPERATING GUIDE GPRS Signal e NO CONNECTION e POOR CONNECTION Online transaction almost impossible e WEEK SIGNAL STRENGTH Transaction might fail e ACCEPTABLE STRENGTH e GOOD SIGNAL STRENGTH M EXCELLENT SIGNAL STRENGTH 3 4 NAVIGATING THE MAIN MENU The terminal main screen displays information such as t
36. e aligned Function key 54 7 4 1 DUPLICATE TRANSACTION RECEIPT The receipt for a standard duplicate Purchase transaction is as follows Approved Purchase Receipt Field Explanation Acquirer Name Merchant Name Merchant Address Duplicate Copy BOQ ABC Pty Ltd 55 Queen Street BRISBANE 4000 Merchant Phone 0732129999 Advertising Text BOQ Country AUSTRALIA Merchant ID MID 00000XXXXXXXXX TSP ID TSP 1001XXXXXXXX Local terminal Date amp Time TIME 18FEB14 14 23 STAN amp Account Type TRAN 000006 CREDIT Card amp Mode of Entry MasterCard Truncated card number eL 1234 RID from chip card RID A000000003 PIX from chip card PIX 1001 TVR from EMV processing TVR 0080040000 TSI from EMV processing TSI F800 Auth Code returned from Issuer AUTH 518382 TXN Type descriptor PURCHASE AUD45 00 currency type amount Total descriptor currency type TOTAL AUD45 00 amount Response Code and associated text 000 APPROVED Merchant Helpdesk Number 1800700226 Duplicate Copy text DUPLICATE RECEIPT BOQ VX520 MERCHANT OPERATING GUIDE 29 7 5 RESTART TERMINAL The steps to restart the terminal are as follows BOO 2014 01 01 10 18 Utility Setup Functions 2 Power Save Restart Term Ah um 3 RESTART TERMINAL NO YES gg age BOQ VX520 MERCHANT OPERATING GUIDE From the main screen select the Menu key located on right hand side of terminal w Ns E a y V s Page down twice and select
37. e chip on the card the terminal may prompt you to swipe the card CAUTION Do not remove the chip card from the card reader until the transaction is complete Premature card removal will result in an invalid transaction 4 2 SWIPING A MAGNETIC STRIPE CARD The magnetic stripe reader is located on the right hand side of the terminal Instructions 1 Position a magnetic stripe card with the stripe in the card reader facing inward toward the keypad To ensure a proper read of the magnetic stripe card the merchant should insert the magnetic stripe card from the top of the unit owipe the card smoothly through the magnetic card reader If there is no response from the terminal or CARD ERROR message is displayed swipe the card again You may be required to swipe faster or slower If you swipe a chip card the terminal will prompt you to insert the card once you have entered in the transaction amount 4 3 CONTACTLESS CARD TRANSACTIONS Contactless card transactions can be processed on the VX520 terminal The contactless card reader is located behind the display screen Instructions 1 03 14 Position the contactless card above the Firstly enter in the transaction amount and enter through until you get to the Tap Insert or Swipe Card screen terminal screen the reader is mounted behind the display screen Await the confirmation beeps before removing the card The display screen will say Processin
38. e current trading day by following the procedure below 6 3 1 CLOSE BATCH SETTLEMENT MANUAL PROCEDURE 1 RE A From the main screen select the Menu key located on right hand side of terminal ar EE Ee T EE SN DUU 2014 01 01 10 18 Settlement Page down and select Settlement by using the F1 Reprint Receipt function key or the aligned Function key Load Parameters Stationery Order a uam BOQ VX520 MERCHANT OPERATING GUIDE 44 2 SETTLEMENT MENU Close Batch Subtotals Pending All oak Lh 3 PROCESSING NOW 4 CLOSE BATCH SUCCESSFUL 5 Printing Important Points to Remember select Close Batch by using the F2 function key or the aligned Function key The terminal will connect to the bank and begin settlement The terminal will display Close Batch Successful The terminal will now print the Close Batch Report If a Close Batch Settlement is not performed during the day all online transactions will automatically be processed when the acquirer completes the daily cut off A Batch cannot be closed twice on the same physical day and even if this is run you will receive a message saying Already Settled Today Press Enter Key f terminal is offline or turned off at the time of Auto Close Batch the terminal will ask the Merchant to perform a Close Batch procedure next time the terminal is powered on BOQ VX520 MERCHANT OPERATING GUIDE 45 6 4 CLOSE BATCH REPORT The report for a
39. er door 7 Tearthe paper off against the serrated metal strip in the printer BOQ VX520 MERCHANT OPERATING GUIDE 6 3 Connection and Power Up 3 1 CONNECTING CABLES 1 Take off cover 2 Cable sockets on the back POWER PORT RS 232 SERIAL PORT RJ 11 TELEPHONE PORT 3 Additional cable sockets HOST USB PORT ETHERNET PORT CLIENT USB PORT we WARNING Do not connect the terminal to the power supply until all the peripherals are attached 3 2 CONNECT TO POWER 1 2 4 D Remove the terminal rear cover to access the power port Insert the round barrel connector into the power port place Route the cable in the direction of the arrow above the power port and sling the cable over the underside of the thermal paper container Close the terminal rear cover BOQ VX520 MERCHANT OPERATING GUIDE 6 Insert the AC power cord into the power pack 7 Plug the AC power cord into a wall outlet or powered surge protector WARNING Do not plug the power pack into an outdoor outlet or operate the terminal outdoors Disconnecting the power during a transaction may cause transaction data files not yet stored in terminal memory to be lost To protect against possible damage caused by lightning strikes and electrical surges consider installing a power surge protector 3 3 POWER UP 1 Ensure the power cord is attached When power is supplied to the terminal the terminal will autom
40. for NO due to incorrect signature If the signature is approved or declined the following screens will be displayed Press ENTEH qe YES to print a customer Copy Press CANCEL V9 for NO to avoid printing a customer copy 17 5 2 1 PURCHASE WITH CASH OUT TRANSACTION RECEIPT The receipt for a standard Purchase with Cash Out transaction is as follows Field Explanation Acquirer Name Merchant Name Merchant Address Suburb and Postcode Merchant Phone Advertising Text Country Merchant ID TSP ID Local terminal Date amp Time STAN amp Account Type Card amp Mode of Entry Truncated card number TXN Type descriptor currency type amount Total descriptor currency type amount Response Code and associated text Merchant Helpdesk Number Customer receipt copy text Approved Purchase with Cash Out Receipt Merchant Copy BOQ ABC Pty Ltd 55 Queen Street BRISBANE 4000 0732129999 BOQ AUSTRALIA MID 00000 X XXXXXXXX TSP 1001XXXXXXXX TIME 18FEB14 14 23 TRAN 000006 SAVINGS MasterCard CARD oeda tutos 1234 PURCHASE AUD5 00 CASH AUD1 00 TOTAL AUD6 00 000 APPROVED 1800700226 Approved Purchase with Cash Out Receipt Customer Copy BOQ ABC Pty Ltd 55 Queen Street BRISBANE 4000 0732129999 BOQ AUSTRALIA MID 00000XXXXXXXXX TSP 1001XXXXXXXX TIME 18FEB14 14 23 TRAN 000006 SAVINGS MasterCard CARD i bietet 1234 PURCHASE AUD5 00 CASH AUD1 00 TOTAL AUD6 00 000 APPROVED
41. g Now 5 Transaction Processing 5 1 PROCESSING A PURCHASE BOO 2014 01 01 10 18 2 PURCHASE AMOUNT AUD 5 00 3 CASH OUT AMOUNT AUD 0 00 4 TOTAL AUDS5 00 TAP INSERT OR SWIPE CARD 5 TOTAL AUD5 00 SELECT CHO ACCOUNT SAY CRD There are two methods for initiating a purchase on the VX520 EFTPOS terminal either e Amount Entry Method Press a number key on the terminal key pad to begin amount entry The amount is entered without the decimal point The terminal will update its display with the amount entered This is the only method that allows your customers to perform a contactless transaction or e Card Presentment Method Swipe Insert the customer s card on the terminal and the terminal will update its display requesting the amount to be entered Proceed to Step 2 Contactless taps will not be accepted by the terminal from main screen Enter the purchase amount i e 500 5 00 If a correction is required press the CLEAR Ee key to remove the last number entered or the CANCEL V9 key to return to the main screen Press the ENTEH ER to accept amount and continue Leave the Cash Out amount blank and press ENTER VD Note The Tipping screen will only display if enabled If the purchase was not initiated by Insert Swipe of a card this screen will be displayed Insert swipe or tap the customer s card See oection 4 Card Presentation Procedures Navigate to the account requi
42. he battery strength GPRS connection strength date time and logo BOO 2014 01 01 10 18 The following screens show the terminal menu functions Cash Out Settlement Utility Refund Reprint Receipt Setup MOTO Load Parameterz Functions Pre Auth Stationery Order ah uum A uum ah r NOTE If a particular function does not appear on your menu then this means that it has not been enabled on your terminal Please contact the Merchant Help Desk to discuss your requirements in detail To choose a terminal function 1 To access the terminal menu press the far right key CO positioned below the main display screen 2 Navigate to the menu item by using the function keys F1 F2 F3 F4 keys located on right hand side of terminal or 3 In some instances enter the number shown on the display screen by using the keypad 4 Card Presentation Procedures 4 1 INSERTING A CHIP CARD The VX520 terminal supports credit or debit card transactions The chip card reader is located at the bottom of the terminal below the keypad BOQ VX520 MERCHANT OPERATING GUIDE Instructions 1 Position the chip card with the chip facing upward and towards the terminal Insert the chip card into the chip card reader slot in a smooth continual motion until it seats firmly The card should remain inserted in the terminal until the transaction is complete and the terminal prompts to remove it If there is an error with reading th
43. hey are not enabled on the card The cardholder can now enter their Personal Identification Number PIN Once entry is complete the cardholder can press ENTEH 23 PROCESSING NOW REMOVE CARD APPROVED PRESS ENTER KEY lt DECLINED REASON gt PRESS ENTER KEY Print custoner receipt NO YES ue s BOQ VX520 MERCHANT OPERATING GUIDE The terminal will connect to the bank and begin processing the Cash Out If a chip card was inserted and is yet to be removed this prompt will appear Remove the card at this prompt The terminal will beep as a reminder if the card is not removed The terminal will now begin printing the receipt and display the transaction result Press ENTEH i YES to print a customer copy Press CANCEL V9 for NO to avoid printing a customer copy 24 5 4 1 CASH OUT TRANSACTION RECEIPT The receipt for a standard Cash Out transaction is as follows Field Explanation Acquirer Name Merchant Name Merchant Address Suburb and Postcode Merchant Phone Advertising text Country Merchant ID TSP ID Local terminal Date amp Time STAN amp Account Type Card amp Mode of Entry Truncated card number TXN Type descriptor currency type amount Total descriptor currency type amount Response Code and associated text Merchant Helpdesk Phone Customer receipt copy text Approved Cash Out Receipt Merchant Copy BOQ ABC Pty Ltd 55 Queen Street BRISBANE 4000 07321
44. hich does not cover daylight savings periods e g 5 30pm for Sydney Melbourne and 4 30pm for Queensland The default settlement time is 6pm AEST BOQ VX520 MERCHANT OPERATING GUIDE 62 PrO gt O gt CO gt O gt O HOW DO PRINT A SETTLEMENT REPORT FROM MY TERMINAL Select the purple menu function key located on the right hand side of terminal select Settlement by using the function keys then select Close Batch and the report will print Refer to section 6 3 1 Close Batch Settlement Manual Note The Settlement Close Batch report cannot be reprinted USED TO BE ABLE TO SETTLE SEVERAL TIMES A DAY CAN STILL DO THIS No a Close Batch Settlement can only be performed once per day For merchants that wish to reconcile against shift totals please use the Sub total function to provide running totals of transactions that have been performed through the day CAN CHANGE MY CLOSE BATCH SETTLEMENT TIME Yes please contact the Merchant Helpdesk on 1800 700 226 and select option 2 DO NEED TO MANUALLY CLOSE BATCH EACH DAY TO RECEIVE MY FUNDS OVERNIGHT No the terminal works best when it is set to settle automatically In this instance transactions processed prior to the Close Batch Auto Settlement time will always be paid into your nominated BOQ account overnight on business days This is referred to as same day settlement BOQ currently process settlement funds overnight Monday to Friday
45. hone Order Only The terminal now display the control number entry screen CVV Enter the 3 digit CCV number located on the back of the card near the signature strip Note This 3 digit number can also be referred to as CVV2 CVC2 or CID depending on the scheme Note For American Express cards this number is located on front of card and is 4 digits long If the CVV is not present or cannot be read proceed to step 8 by entering past this screen Navigate to the menu item by entering the number shown on the display screen by using the keypad The terminal will connect to the bank and begin processing The terminal will print the receipt and display the transaction result Press ENTEH qe YES to print a customer Copy Press CANCEL V9 for NO to avoid printing a customer copy 31 5 6 1 MAIL ORDER TELEPHONE ORDER TRANSACTION RECEIPT The receipt for a standard MOTO transaction is as follows Field MOTO Receipt MOTO Receipt Explanation Merchant Copy Customer Copy Acquirer Name BOQ BOQ Merchant Name ABC Pty Ltd ABC Pty Ltd Merchant Address Suburb and Postcode 55 Queen Street BRISBANE 4000 55 Queen Street BRISBANE 4000 Merchant Phone 0732129999 0732129999 Advertising text BOQ BOQ Country AUSTRALIA AUSTRALIA Merchant ID MID OOOOOXXXXXXXXX MID OOOOOXXXXXXXXX TSP ID TSP 1001 XXXXXXXX TSP 1001 XXXXXXXX Local terminal Date amp Time TIME 18FEB14 14 23 TIME 18FEB14 14 23 STAN amp Account Type TRAN 00
46. it for confirmation beeps with four flashing lights remove the card and follow the terminal prompts Refer to section 4 3 Contactless Card Transactions HOW DO PROCESS A MAGNETIC STRIP MAGSTRIPE CARD TRANSACTION Swipe the card at the beginning of a transaction and follow the terminal prompts or when asked to present the card during a transaction swipe the card in the terminal Note cards that have a chip on them cannot be swiped Must be dipped into the chip reader on the terminal Refer to section 4 1 Inserting a Chip Card and 4 2 Swiping a Magnetic Stripe Card CAN STILL PROCESS MAGNETIC STRIPE MAGSTRIPE CARD THROUGH MY TERMINAL Yes all cards that do not have an embedded chip will need to be swiped These cards are usually EFTPOS only cards If you have a chip card and you swipe the terminal will prompt you to Insert Card WHAT DOES CONTACTLESS CARD ACCEPTANCE MEAN Contactless Card Acceptance also known as Visa payWave or MasterCard PayPass is a payment feature on your terminal that provides a way for your customers to use their payWave PayPass chip cards more efficiently and is time saving for your business Note this feature is only enabled for chip cards that also have Visa payWave or MasterCard PayPass This tap and go function can be used on debit or credit cards Your customer can simply place their chip card on the terminal screen instead of inserting or swiping The completion of the transactio
47. keys F2 F3 F4 keys located on right hand side of terminal NOTE The accounts offered on this screen are not dynamic and will display all card types even if they are not enabled on the card The cardholder can now enter their Personal Identification Number PIN Once entry is complete the cardholder can press ENTEH NOTE PIN can be bypassed for certain card types i e International by leaving the PIN blank and pressing the ENTER The card type will determine if a signature is allowed and if so the screen will be presented The terminal will connect to the bank and begin processing the purchase If a chip card was inserted and is yet to be removed this prompt will appear Remove the card at this prompt The terminal will beep as a reminder if the card is not removed The terminal will now begin printing the receipt and display the transaction result Press ENTEH qe YES to print a customer Copy Press CANCEL V9 for NO to avoid printing a Customer copy 16 10 SIGNATURE REQUIRED 11 SIGNATURE OK NO YES me 12 SIGHATURE APPROVED SIGNATURE DECLINED 13 Print customer receipt NO YES e E BOQ VX520 MERCHANT OPERATING GUIDE If a signature is required remove the card from the terminal and have the customer sign the receipt Check signature on receipt against customer s card and select either option below Press ENTEH qe YES to confirm customer s signature is correct Press CANCEL X
48. ll automatically be posted to your account on that day regardless of whether a Close Batch is performed The terminal will synchronise itself and force you to complete a Close Batch as soon as the terminal is turned on and before the first transaction is performed this is for the previous day process for when the terminal was turned off Any transactions performed on the current day after this Close Batch has occurred will settle normally in a same day settlement situation MY SETTLEMENT RECEIPT DOES NOT MATCH WHAT HAS BEEN FUNDED INTO MY ACCOUNT This will only occur in very rare occasions lf a Close Batch Communications Error has occurred when the Close Batch process has been performed some Contactless payWave PayPass transactions may not be received into the night s settlement These funds will be received in the following day s settlement BOQ VX520 MERCHANT OPERATING GUIDE 63 STATIONERY ORDERING Q How CAN ORDER EFTPOS ROLLS A There are 2 methods of ordering stationery Terminal Order Select the purple menu key located on right hand side page down and select Stationery Order by using the function keys enter Merchant password and place order as follows 1 10 rolls 2 20 rolls 3 50 rolls Confirm order Yes No keep printout handy or Telephone 1800 700 226 select option 1 and place order with Helpdesk Operator Refer to section 7 1 Stationery Ordering REPRINT RECEIPT Q How DO I RE PRINT A TRANSACTION RECEIP
49. mpleting Pre Auth Please Wait The terminal will now begin printing the receipt and display the transaction result Press ENTEH qe YES to print a customer copy Press CANCEL V9 for NO to avoid printing a Customer copy 38 5 8 1 PRE AUTHORISATION COMPLETION TRANSACTION RECEIPT The receipt for a standard Pre Authorisation Completion transaction is as follows Field Explanation Acquirer Name Merchant Name Merchant Address Suburb and Postcode Merchant Phone Advertising text Country Merchant ID TSP ID Local terminal Date amp Time STAN amp Account Type Card amp Mode of Entry Truncated card number Auth Code from Issuer Pre Auth ID text Pre Auth ID number TXN Type descriptor currency type amount Total descriptor currency type amount Response Code and associated text Merchant Helpdesk Phone Customer receipt copy text Pre Authorisation Completion Merchant Copy BOQ ABC Pty Ltd 55 Queen Street BRISBANE 4000 0732129999 BOQ AUSTRALIA MID 00000XXXXXXXXX TSP 1001XXXXXXXX TIME 18FEB14 14 23 TRAN 000006 SAVINGS MasterCard S ARI cei ee 1234 AUTH 775778 PRE AUTH ID 012345678 PCOMP AUD25 00 TOTAL AUD25 00 000 APPROVED 1800700226 Pre Authorisation Completion Customer Copy BOQ ABC Pty Ltd 55 Queen Street BRISBANE 4000 0732129999 BOQ AUSTRALIA MID OOOOOXXXXXXXXX TSP 1001XXXXXXXX TIME 18FEB14 14 23 TRAN 000006 SAVINGS MasterCard S CARDS et eet eg 1
50. n will be processed as usual Just follow the prompts on your terminal screen ARE THERE SET LIMITS FOR CONTACTLESS CARD ACCEPTANCE BOQ VX520 MERCHANT OPERATING GUIDE 61 If the daily limit is reached or the individual transaction value is greater than the Issuing Bank set limit when the cardholder places their card on the terminal screen a message will be sent to the terminal screen asking for a PIN to be entered Once the PIN is entered just follow the prompts on your terminal screen Q ARE THERE ANY LIABILITIES ASSOCIATED WITH ACCEPTING CONTACTLESS CARD TRANSACTIONS A Contactless card transactions offer the same level of security protection that you have with traditional transactions e g swiped or inserted Q WHY AREN T ALL CARDS ACCEPTED VIA THE CONTACTLESS READER A Not all cards are currently contactless enabled Currently our terminals are only confirmed to support Visa payWave and MasterCard PayPass cards Q How DO KNOW IF A CARD IS A CONTACTLESS CARD A The contactless cards will have the word PayPass or payWave plus this symbol J on the face of the card Q WHY DOES THE CONTACTLESS CARD READER REVERT TO SWIPE OR INSERT OPTION AT TIMES A Not all Issuing Banks implement their cards the same way Please refer to your Merchant Operating Guide MOG Section 5 Transaction Processing and follow the instructions on how to process magstripe chip or contactless cards Q WHY DO SOME CONTACTLESS CARDS REQUIRE PIN
51. ons This functionality is not automatically activated on your terminal Refer to Section 10 General Questions and Answers BOO 2014 01 01 10 15 2 Cash Out Refund MOTO Pre Auth al dl HOTO 1 TELEPHONE ORDER 2 MAIL ORDER MOTO MOTO AMOUNT AUD 0 00 5 CARD NUMBER 6 Exp Date HMYY BOQ VX520 MERCHANT OPERATING GUIDE From the main screen select the Menu key located on right hand side of terminal PR SS ES S enun d os Select MOTO by using the F3 function key or the aligned Function key Navigate to the menu item by entering the number shown on the display screen by using the keypad Key in the purchase amount i e 4500 45 00 If a correction is required press the CLEAR be key to remove the last number entered or the red CANCEL VS key to return to the main screen Press ENTEH to accept amount and continue Key in the cardholder s card number If a correction is required press the CLEAR GE key once the value is correct press ENTER e Key in the cardholder s card expiry date in MMYY format If a correction is required press the yellow CLEAR key once the value is correct press the ENTER key 30 ENTER CVV NO CVV ENTRY 2 CVV NOT READABLE 3 CVV BYPASSED PROCESSING NOW 10 APPROVED PRESS ENTER KEY lt DECLINED REASON gt PRESS ENTER KEY 15 Print customer receipt NO YES Uem e BOQ VX520 MERCHANT OPERATING GUIDE Telep
52. ons will be declined 2 Getting Started 2 1 VX520 EFTPOS TERMINAL The VX520 terminal is a complete unit BOQ VX520 MERCHANT OPERATING GUIDE 4 2 2 ERMINAL FEATURES PRINTER DOOR LATCH SERRATED METAL STRIP TERMINAL DISPLAY ALPHA KEY TELEPHONE STYLE KEYPAD CANCEL KEY 2 3 KEYPAD FEATURES Clear Back GE Cancel usd Menu amp up down keys 2 4 TERMINAL DISPLAY GPRS pa Dial rat method BOQ VX520 MERCHANT OPERATING GUIDE ATM STYLE FUNCTION KEYS BACKSPACE CLEAR KEY SMART CARD READER INTERNAL THERMAL PRINTER MAGNETIC CARD READER a VeriFone VX 520 9 o PROGRAMMABLE Sed 7 FUNCTION KEYS leegoeiDp w BAS Re z 1 a DS ED ENTER KEY Cx S ee This button on the terminal keypad is used to accept data entry or proceed with a function This button on the terminal keypad is used for clearing entered data or moving back to the previous This button on the terminal keypad is used to cancel the current function and return to the home The Menu key is located on the right hand side and can be used for navigation down through the different terminal functions Left hand side used to navigate up through the different terminal menu functions Number of bars indicates strength of the GPRS signal Only displayed if using this communication method Terminal is setup for Dial Only displayed if using this communication Ethernet C LI Internet
53. rd was inserted and is yet to be removed this prompt will appear Remove the card at this prompt The terminal will beep as a reminder if the card is not removed The terminal will print the receipt and display the transaction result Press ENTEH qe YES to print a customer copy Press CANCEL V9 for NO to avoid printing a customer copy If a signature is required remove the card from the terminal and have the customer sign the receipt The card type will determine if a signature is allowed and if so the screen will be presented Check signature on receipt against customers card and select either option below Press ENTEH e YES to confirm customer s signature is correct Press CANCEL Xo for NO due to incorrect signature If the signature is approved or declined the following screens will be displayed 27 SIGNATURE DECLINED 15 Press ENTER VB ior YES to print a customer Print customer copy receipt Si Press CANCEL XJ for NO to avoid printing a NO WEG Mi d er customer copy BOQ VX520 MERCHANT OPERATING GUIDE 28 5 5 1 REFUND TRANSACTION RECEIPT The receipt for a standard Refund transaction is as follows Approved Refund Receipt Approved Refund Receipt PRI ELEM I Merchant Copy Customer Copy Acquirer Name BOQ BOQ Merchant Name ABC Pty Ltd ABC Pty Ltd Merchant Address Suburb and Postcode 55 Queen Street BRISBANE 4000 55 Queen Street BRISBANE 4000 Merchant Phone 0732129999 073212
54. rectly from your terminal it will take up to 6 business days for delivery to occur If you haven t received your order within this timeframe you will need to contact the Merchant Helpdesk The following steps should be followed when ordering stationery via your terminal 1 EE A From the main screen select the Menu key located on right hand side of terminal i eae IC P Se es nl EE ia nd H i DE BOQ 2014 01 01 10 18 Page down and select Stationery Order by using Settlement the F4 function key or the aligned Function key Reprint Receipt Load Parameters Stationery Order a r 2 Enter the Merchant Password and press ENTER MERCHANT PASSWORD Navigate to the menu item by using the function 10 keys F1 F2 F3 keys located on right hand side 20 of terminal STATIONERY ORDER 50 e g 1 pack 10 rolls OUANTITY BOQ VX520 MERCHANT OPERATING GUIDE 49 4 CONFIRM ORDER 20 ROLLS NO YES t 5 PROCESSING HOW 6 STATIONERY ORDER SUCCESSFUL 7 Printing 8 ORDER COMPLETE 7 1 2 STATIONERY ORDER RECEIPT Press ENTER qe YES to confirm order Press CANCEL V9 for NO to avoid placing the order The terminal will display Stationery Order Please Wait The terminal will display Stationery Order Successful The terminal will now print the Stationery Order Receipt The terminal will display Order Complete The standard Stationery Order receipt is as follows
55. red by using the function keys F2 F3 F4 keys located on right hand side of terminal NOTE The accounts offered on this screen are not dynamic and will display all card types even if they are not enabled on the card 6 SAV AUDS5 00 ENTER DIN Screen 1 CRD AUD5 00 PIN OR ENTER Screen 2 7 PROCESSING NOW 8 REMOVE CARD 9 APPROVED PRESS ENTER KEY lt DECLINED REASON gt PRESS ENTER KEY Print customer receipt NO YES e E BOQ VX520 MERCHANT OPERATING GUIDE The cardholder can now enter their Personal Identification Number PIN refer to Screen 1 Once entry is complete the cardholder can press ENTER VB In some instances you may get the option of PIN or ENTER refer to Screen 2 NOTE PIN can be bypassed for certain card types i e International by leaving the PIN blank and pressing the ENTER The card type will determine if a signature is allowed and if so the screen will be presented The terminal will connect to the bank and begin processing the purchase If a chip card was inserted and is yet to be removed this prompt will appear Remove the card at this prompt The terminal will beep as a reminder if the card is not removed The terminal will now begin printing the receipt and display the transaction result Press ENTEH e YES to print a customer copy Press CANCEL V9 for NO to avoid printing a customer copy 12 10 SIGNATURE REQUIRED 11 SIGNATURE OK NO YES
56. rom Issuer Pre Auth ID text Pre Auth ID number TXN Type descriptor currency type amount Total descriptor currency type amount Response Code and associated text Merchant Helpdesk Number Customer receipt copy text Pre Authorisation Receipt Merchant Copy BOQ ABC Pty Ltd 55 Queen Street BRISBANE 4000 0732129999 BOQ AUSTRALIA MID OOOOOXXXXXXXXX TSP 1001 XXXXXXXX TIME 18FEB14 14 23 TRAN 000006 SAVINGS MasterCard S CARD ss beth 1234 AUTH PREAUTH ID 012345678 PREAUTH AUD6 00 TOTAL AUD6 00 000 APPROVED 1800700226 Pre Authorisation Receipt Customer Copy BOQ ABC Pty Ltd 55 Queen Street BRISBANE 4000 0732129999 BOQ AUSTRALIA MID OOOOOXXXXXXXXX TSP 1001XXXXXXXX TIME 18FEB14 14 23 TRAN 000006 SAVINGS MasterCard S CARD eitis 1234 AUTH PREAUTH ID 012345678 PREAUTH AUD6 00 TOTAL AUD6 00 000 APPROVED 1800700226 CUSTOMER COPY Note Before completing the transaction check that the transaction was approved If the transaction is declined the terminal will beep for two seconds and display an error message giving the reason An explanation of the error code is available in Section 9 1 Transaction Response Codes 5 8 PROCESSING A PRE AUTHORISATION COMPLETION The Pre Authorisation Completion process looks up the original Pre Authorisation record confirms the transaction value and puts the Pre Authorisation payment through as a transaction The Card Issuer determines the number
57. s of payment e g Cash Request other means of payment e g Cash Request other means of payment e g Cash Request other means of payment e g Cash The terminal should attempt EFB or pay by other means e g Cash 1 Ensure that the power cable is securely connected to the terminal power cord cord back in Retry the transaction Power off by switching off the power and pulling out the Power on by switching on the power and plugging power Call Merchant Helpdesk if the problem persists 1 Re insert swipe the card as per instructions in Section 4 If there is still no response from the card reader power off by switching off the power and pulling out power cord BOQ VX520 MERCHANT OPERATING GUIDE 59 Paper Printing Faults BOQ VX520 MERCHANT OPERATING GUIDE Power on by switching on the power and plugging power cord back in Attempt transaction again Call Merchant Helpdesk if the problem persists Remove the paper roll from the printer to ensure that there is no paper caught If the existing paper roll is damaged in any way then replace this with a new roll If the problem continues power off by switching off the power and pulling out the power cord Power on by switching on the power and plugging power cord back in Print a last receipt or sub total report This will confirm if the printer is operational Call Merchant Helpdesk if the problem persists 60 10 General Questions amp
58. se with Tip Approved Purchase with Tip Field Explanation Acquirer Name Merchant Name Merchant Address Suburb and Postcode Receipt Merchant Copy BOQ ABC Pty Ltd 55 Queen Street BRISBANE 4000 Receipt Customer Copy BOQ ABC Pty Ltd 55 Queen Street BRISBANE 4000 Merchant Phone 0732129999 0732129999 Advertising Text BOQ BOQ Country AUSTRALIA AUSTRALIA Merchant ID MID 00000XXXXXXXXX MID 00000XXXXXXXXX TSP ID TSP 1001XXXXXXXX TSP 1001XXXXXXXX Local terminal Date amp Time TIME 18FEB14 14 23 TIME 18FEB14 14 23 STAN amp Account Type TRAN 000006 CHEQUE TRAN 000006 CHEQUE Card amp Mode of Entry MasterCard MasterCard Truncated card number CARD EE 1234 GA 1234 RID from chip card RID A000000003 RID A000000003 PIX from chip card PIX 1001 PIX 1001 TVR from EMV processing TVR 0080040000 TVR 0080040000 TSI from EMV processing TSI F800 TSI F800 Auth Code returned from Issuer AUTH 518382 AUTH 518382 TXN Type descriptor PURCHASE AUD5 00 PURCHASE AUD5 00 currency type amount TIP AUD1 00 TIP AUD1 00 TOTAL AUD6 00 TOTAL AUD6 00 Total descriptor currency type amount Response Code and associated text Merchant Helpdesk Phone Customer receipt copy text 000 APPROVED 1800700226 000 APPROVED 1800700226 CUSTOMER COPY Note Before completing the transaction check that the transaction was approved If the transaction is declined the terminal will beep for two seconds and display an error message
59. standard Close Batch Settlement is as follows Acquirer Name BOQ BOQ Merchant Name ABC Company LTD Merchant Address 123 Abc Street Suburb and Postcode Brisbane QLD 4000 Country Australia Merchant Phone number i 3254 9000 Report Name CLOSE BATCH Terminal Service Provider ID TSP 1001XXXXXXXX Merchant Number ID MID XXXXXXXXX Settlement Date Time TIME 11JUN14 15 44 l Debit TIP 0 00 CASH 0 00 REF 0 00 TOT 0 00 i Visa Visa Total PUR 0 00 TIP CASH REF TOT MasterCard MasterCard Total PUR TIP CASH REF TOT Amex TIP CASH REF TOT Diners Diners Total PUR TIP CASH REF TOT JCB JCB Total PUR TIP CASH REF TOT TOTALS Totals PUR TIP CASH REF BOQ VX520 MERCHANT OPERATING GUIDE 6 5 SUB TOTALS The following Sub Total Report can be run from the terminal at multiple times per day for reporting purposes 1 RE A From the main screen select the Menu key located on right hand side of terminal MER 3 4D ESSE a rer Re rare SZ y SN DUU 2014 01 01 10 18 Page down and select Settlement by using the F1 Settlement function key or the aligned Function key Reprint Receipt Load Parameters Stationery Order A um Select the Sub Totals by using the F3 function S SETTLEMENT MENU key or the aligned Function key Close Batch Subtotals Pending All ah am 3 SUBTOTALS The terminal will then display the subtotals on PURCHASE 435 00 screen CASHOUT 17 00 REFUND 0 00 ey TIP 0
60. transaction 2 8 2 MULTI MERCHANT SETTLEMENT There are two types of settlement 1 Auto Close Batch will occur from terminal automatically at 69m AEST This method of settlement is always the best option for the majority of Merchants 2 Manual Close Batch requires Merchant to follow the below procedure for manual settlement on the terminal 1 TI P From the main screen select the Menu key located on right hand side of terminal Uum YE UAE DG Leg DUU 2014 01 01 10 18 2 Page down and select Settlement by using the Settlement F3 function key or the aligned Function key Reprint Receipt Load Parameters Stationery Order ah r 3 Select Close Batch by using the F2 function key SETTLEMENT MENU or the aligned Function key Close Batch Subtotals Pending All adi uam 4 SELECT MERCHANT Select the Multi Merchant by using the corresponding number displayed on screen 2 Merchant 2 3 Merchant 3 4 Merchant 4 Refer to section 6 1 Close Batch Settlement m e Overview 9 Troubleshooting 9 1 TRANSACTION RESPONSE CODES If you require any assistance with the below response code please contact the Merchant Helpdesk 000 TRANSACTION The transaction has been approved No action required APPROVED and finalised 100 DO NOT HONOUR The cardholder s bank has not Request other means of allowed the transaction payment e g Cash BOQ VX520 MERCHANT OPERATING GUIDE 58 101 EXPIRED CARD No response from the

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