User Guide - BWA Merchant Services BWA Merchant Services
Contents
1. Note Graphic will only print on the customer copy of the receipt 32 Operating your EFTPOS terminal Cash out transaction Customers may choose to get cash out by using your terminal to debit their cheque or savings account with or without making a purchase Cash out is not allowed on a credit card account As the owner of the business you may choose whether or not to provide this additional facility to customers Cash out transaction with a purchase To process a cash out transaction with a purchase simply follow the steps outlined on page 24 of this guide under Purchase transaction Cash out only transaction You may process a cash out transaction without a purchase by following these steps Joj y Cashout Select Cashou from the main screen if it is Alternatively if Cashout is not a configured hot configured as a hot key Refer to page 70 for details key select Transaction then select Cashout from the transaction list Operating your EFTPOS terminal 33 Swipe Insert tap or swipe the card Key in the amount of cash required and press the Note the value for a contactless transaction is 100 green ENTER key on the keypad or greater the terminal will prompt the customer to enter a PIN or insert their card Step 06 Cash Total Select either the Cheque or Savings account type Confirm the transaction amount Instructions continue on next2. Checkout from the main screen if it is configured as a hot key Refer to page 70 for details Step 03 N DD MM Select an existing pre authorised transaction from the list Step 02 Checkout Alternatively if Checkout is not a configured hot key select Transaction then select Checkout from the transaction list Step 04 Auth ID NNNNNN Inv NNNNNN Card NNNN Amount Date dd mm yyyy Press the green thumbs up button if the transaction details are correct Operating your EFTPOS terminal 47 Step 05 Step 06 0 00 m Amount 0 00 Checkout Key in the Checkout amount and press ENTER Key in the tip amount and press ENTER Step 08 Step 09 E Checkout Tip Total Signature Select the green thumbs up button if the total amount is correct the red thumbs down button if you wish to cancel the transaction or Back if you wish to re enter the amount details Ask the customer if they would prefer to enter their PIN or sign the receipt Press PIN or Signature accordingly 48 Operating your EFTPOS terminal Example of a processing a transaction completion record BWA Merchant Services EFTPOS in progress Please wait XXXX Merchant 123 Sydney Street North Sydney NSW 2060 This screen indicates the terminal is attempting to Merchant Copy process the transaction 01 FEB 2014 16 00 22 IN MERCHANT ID
3. Configuration of hot keys is controlled centrally by BWA Merchant Services and cannot be changed on a terminal If you would like more information on this functionality please contact BWA Merchant Services on 1800 243 444 Operating your EFTPOS terminal 71 User management BWA Merchant Services terminals can support multiple users Each user can be flagged as either a SUPERVISOR or USER and can be associated with one or more merchants You can set the following attributes within the context of a user merchant configuration gt Trading Name the merchant s gt Purchase gt Tip name gt Purchase cash gt Void gt Cashout gt Purchase tip gt Pre auth lt Refund User configuration is controlled centrally by BWA Merchant Services and cannot be changed on a terminal If you would like more information on this functionality please contact BWA Merchant Services on 1800 243 444 72 Operating your EFTPOS terminal Shift change Users can use the shift change function to manage shifts and obtain reports for each shift The user who changes the shift becomes the default user for transactions or operations that do not require user authentication Use the following steps to manage shifts and obtain shift reports using the shift change function LLLE Admin 2 Settlement Step 04 New shitt Hetwork User Name NN Version Info Select Shift Key in your user ID and press ENTER Operating your EFTPOS termi
4. To edit the current value select the text field at the bottom of the screen Press the main Ok button to save all the changes made or press cancel to retain the original values Step 08 wert 1017 q9000H0nna HEOEeUOeo Boole ce Use the virtual keyboard to enter the required value and press the OK button next to the Space Bar button to accept the current change Once you have made the necessary changes restart the device It may take up to two minutes for the WiFi connection to be established once power is restored Below is a table detailing the various options available in the terminal s WiFi setup Get to know your terminal Note To connect to a WiFi network you usually only need to fill out the SSID and Key values 21 SSID Name of wireless connection AdHoc False default True WiFiMode 1 MD5 2 PEAP 3 TLS default Encryption 0 Disable 1 WEP 2 TKIP 3 AES default Authentication 0 Open 1 Shared 2 WPA_PSK 3 WPA 4 WPA_PSK default 5 WPA2 Key Authentication key DN WPA domain name optional UN WPA user name optional CAKEY WPA CA key optional PWD WPA password over DES encryption optional 24 Purchase transaction This section describes how to complete a purchase transaction Note Your terminal can be configured with three frequently used functions or hot key
5. Refer to page 72 for details Step 03 lt lt status msg gt gt The terminal will display the settlement processing status on the screen Important We recommend that you perform a settlement each day If you do not a settlement will automatically be forced by BWA Merchant Services between 1730 and 1800 local time You can perform a settlement by following the steps below Alternatively if Settlement is not a configured hot key select Transaction then select Settlement from the transaction list Operating your EFTPOS terminal 59 Example of a settlement record core ece ec eco eee eee cee eee eee eee eee eee eee eee eee ee ee eee eee eee BWA Merchant Services MASTERCARD PUR 007 47 88 TOTAL AUD 38 43 VISA XXXX Merchant PUR 008 882 17 123 Sydney Street TOTAL AUD 32 17 North Sydney NSW 2060 TOTAL DEBIT CREDIT Merchant Copy PUR 020 117 30 CSH 002 8 32 OLFEB 10 00 22 REF 001 8714 02 FEB 2014 16 00 22 TOTAL AUD 118 48 BANK TOTALS MERCHANT ID FOAL AS Wey ct M Sala Ses OSS eee eee es ee eater ee TERMINAL ID 12345678 AMEX BANK TOTALS AUD PUR 002 14 30 SETL 02 02 2014 004322 SALES 28 174 57 REFUNDS 51 7 14 TOTAL 29 167 43 CASH OUT 2 8 32 Note Graphic will only print on the customer ADJUSTS 2 15 70 copy of the receipt TERMINAL TOTALS MERCHANT XXXX Merchant MERCHANT ID 324234 3423423 TERMINAL ID 12345678 DEBIT PUR 005 37 25 CSH 002 8 32 REF 001 7 1
6. The card reader slot is on the right side of the terminal With the magnetic stripe facing inwards slide the card in either direction through the slot without stopping If the card swipe fails check the position of the magnetic stripe and slide the card again Contactless card reader The contactless card reader antenna is embedded behind the display and PIN pad The reader s lights will show blue when the terminal is powered on to indicate the reader is working normally To process a contactless payment place the contactless card near the card reader antenna during Installing the privacy shield You can choose to add a privacy shield to the terminal to provide customers with additional security when entering their PIN Remove the adhesive tab around the privacy shield Carefully place the privacy shield s adhesive side around the keypad Loading receipt paper 01 Open the printer cover by gently pulling the printer cover s latch then lift the cover away from the printer 02 Load a roll of thermal paper into the printer 03 Ensure the roll will feed out of the terminal so that the print side of the paper faces the operator 04 Close the cover by pressing down evenly on both side tabs or by pressing on the centre of the printer cover 05 Use the serrated bar to tear off any excess paper IMPORTANT Always store thermal paper for your terminal in a dry dark area Handle thermal paper
7. to process the transaction 62 Example of a tip addition transaction record Note Graphic will only print on the customer copy of the receipt Operating your EFTPOS terminal BWA Merchant Services XXXX Merchant 123 Sydney Street North Sydney NSW 2060 Merchant Copy 01 FEB 2014 16 00 22 MERCHANT ID TERMINAL ID USER INV NO STAN ACCOUNT TYPE 4221 S PURCHASE TIP SURCHARGE SURCHARGE GST TOTAL AUTH ID RRN APPROVED 4229851 2345678 12345678 01 0000012 0000034 CREDIT 10 14 35 00 2 00 3 50 0 35 AUD 40 85 159876 123456780 00034 TOO Operating your EFTPOS terminal 63 Reports You can generate the following reports from the Reports menu Shift Settlement report report The shift report shows each of the following details The settlement report contains three separate sub for each merchant terminal accessible to the user reports as follows requesting the report gt the subtotal report displays the subtotals for gt the shift user from the start date to the end date is purchases cash outs and refunds for each card type printed along with their ID or name gt the new shift user from the end date is printed with their ID or name gt the EFTPOS totals provide a summary of all purchases including tips cash out transactions and refunds per user The summary shows the number of occurrences and the subtotal amounts gt The report then details a pre au
8. Transaction then select Auth from the transaction list Insert tap or swipe the card or manually enter the card details Instructions continue on next page gt 44 05 06 Signature Select the green thumbs up button if the pre Ask the customer if they would prefer to enter authorisation amount is correct or the red thumbs their PIN hl hic the receipt Press PIN or down button if you wish to cancel the transaction Signature accordingly 07 08 lt If the customer requires a copy of the receipt press This screen indicates the terminal is attempting to the green thumbs up button process the transaction If the customer does not require a copy of the receipt press the red thumbs down button Operating your EFTPOS terminal 45 Example of a pre authorisation transaction record BWA Merchant Services XXXX Merchant 123 Sydney Street North Sydney NSW 2060 Merchant Copy 01 FEB 2014 16 00 22 MERCHANT ID 4229851 2345678 TERMINAL ID 12345678 USER 01 INV NO 000012 STAN 000034 ACCOUNT TYPE Credit MASTERCARD 4221 s 10 14 PRE AUTH 355 00 AUD 355 00 SIGNATURE AUTH ID RRN 1234560 00034 APPROVED 08 APPROVED WITH SIGNATURE Note Graphic will only print on the customer copy of the receipt 46 Operating your EFTPOS terminal Processing a completion transaction from a pre authorisation Step 01 Transaction Admin Checkout Select
9. allows you to connect your terminal using a regular dial up phone line To process transactions using a standard phone line simply connect from the communication port on your BWA Merchant Services EFTPOS terminal directly to a telephone wall jack If the broadband connection fails and the terminal is configured for a dial up connection it will automatically switch to dial up mode First Data mobile EFTPOS terminal Installing the SIM card Your BWA Merchant Services mobile EFTPOS terminal comes with a pre installed SIM card so you should not need to install a SIM If you are instructed to remove the SIM by the BWA Merchant Services helpdesk please use the following reinstallation steps Turn your BWA Merchant Services mobile EFTPOS terminal off before replacing the SIM card There are four SIM slots on the left side of the device Insert the SIM card in the appropriate slot Make sure the SIM card is inserted in the correct direction as shown Get to know your terminal 19 Connecting to WiFi The BWA Merchant Services mobile EFTPOS terminal comes with the option of WiFi capability To connect to your local WiFi network the following steps should be performed WiFi Settings Admin Settlement ae Recor Fsg Applications Framework Entities PUSA Pram Version Info Select WiFi Expand the first tree node Instructions continue on next page gt 20 Get to know your terminal Step 05
10. carefully Impact friction temperature humidity and oils can affect the colour and storage characteristics of the paper Never load a roll of paper that has folds wrinkles tears or holes at the edges of the print area Please call BWA Merchant Services on 1300 664 660 for all stationery orders Switching the terminal on and off To switch the terminal on Do not disconnect your terminal s power supply or gt Connect the power supply cable to the power pack communication line unless instructed to do so by the and plug it into the terminal Help Desk The terminal is now ready for operation gt Connect the telephone cable or Ethernet cable and To switch the terminal off hold down the red X key until switch the terminal s power on at the wall you are prompted with the power off option on the gt Hold down the red X key until the screen is activated screen gt When powered on your terminal will display the application main screen before returning to the idle state Communications setup First Data countertop EFTPOS terminal The BWA Merchant Services EFTPOS terminal is capable of processing transactions through a broadband Internet connection as well as a standard phone line IP Broadband Please contact the BWA Merchant Services helpdesk on 1800 243 444 to activate your BWA Merchant Services countertop EFTPOS terminal for transactions over a broadband connection To use BWA Merchant Services countertop EFTPOS
11. key Back key Enter key Chip card reader Bamm m rai Frat Dawa ABC 2 D kL MNOG Receipt printer Integrated contactless card reader lights Contactless reader is embedded behind screen Colour touch screen terminal display Magnetic stripe card reader Alpha numeric keys Power on off and cancel key Back key Enter key Chip card reader Transaction processing options The BWA Merchant Services EFTPOS terminal has a chip card reader a magnetic stripe reader and an integrated contactless reader for processing transactions All chip cards must be inserted into the chip card reader as shown below gt Insert the credit card into the card reader with the gold contact pad facing upward as shown below gt Leave the chip card in the reader until the transaction is completed and the terminal prompts you to remove it gt The terminal screen prompts will guide you through the transaction process a transaction If the card is capable of performing a contactless transaction place the card over the contactless reader as shown below lf the card does not have a chip or contactless capability you can process transactions by swiping the magnetic stripe through the terminal Smart card reader The integrated circuit card ICC reader is located at the bottom end Please make sure that the gold ICC contact pad is facing upward when inserting the card into the slot Magnetic card reader
12. terminal It is also important to remind staff members that customers should never be asked to disclose a PIN Get to know your terminal 7 Terminal ownership All physical equipment provided to the merchant by BWA Merchant Services remains the property of BWA Merchant Services This can include but is not limited to EFTPOS terminals PIN pads power packs phone line cables and any additional hardware provided at the time of installation Settlement You can initiate settlement manually via the terminal menu any time before 1730 local time You can also configure your EFTPOS terminal to automatically settle any time between 0001 and 1800 local time To set up an auto settlement time please contact BWA Merchant Services on 1800 243 444 If you do not complete settlement using one of these methods your EFTPOS terminal will prompt you to manually settle when processing the first transaction after 1800 local time You can perform multiple settlements a day at any time but the first settlement of the day after 0301 and before 1730 will be the only settlement processed that day You can obtain totals for transactions processed after the first settlement through the reports function on the terminal menu Receipt printer Integrated contactless card reader lights Contactless reader is embedded behind screen Colour touch screen terminal display Magnetic stripe card reader Alpha numeric keys Power on off and cancel
13. terminals over a broadband connection you will need to have Internet access and a router that has at least one spare Ethernet port for each terminal you use Your router will need to have dynamic host configuration protocol DHCP turned on If your router does not support DHCP please contact the terminal helpdesk on 1800 243 444 to configure your terminal for use with a static IP address If your connection has a firewall in place you will need to open ports 4108 and 443 To connect the terminal to your broadband internet connection gt Ensure that Ethernet cabling is available where the terminal is going to be installed gt Plug an Ethernet cable into the Ethernet port on the back of the terminal and connect the cable s other end to the router gt Once the Ethernet cable connects the BWA Merchant Services countertop EFTPOS terminal with your router the lights on the back of the terminal next to the Ethernet port should flash to indicate a connection gt Ifthe lights fail to turn on there is no connection between the BWA Merchant Services countertop EFTPOS terminal and your router Please check your cable and router to restore connectivity Below is an example of a possible network configuration that the BWA Merchant Services countertop EFTPOS terminal can use to process transactions over IP broadband Internet Dial up Your BWA Merchant Services countertop EFTPOS terminal features a phone cable input that
14. your EFTPOS terminal Refund transaction You can use the refund function when customers are returning goods and to reverse keying errors made by operators IMPORTANT If you are reversing an error ensure the full amount of the transaction is refunded before the purchase is re processed with the correct amount If you would like more information on this functionality please contact BWA Merchant Services on 1800 243 444 Step 01 Transaction y D Purchase Refund Select Refund from the main screen if it is configured as a hot key Refer to page 70 for details Supervisor NN Key in your user ID and press the green ENTER key on the keypad if prompted Alternatively if Refund is not a configured hot key select Transaction then select Refund from the transaction list Password XXXX Key in your password and press the green ENTER key on the keypad if prompted Operating your EFTPOS terminal 37 Step 05 Swipe Enter Refund Amount Insert tap or swipe the card Key in the refund amount and press the green ENTER key on the keypad Note the value for a contactless transaction is 100 or greater the terminal will prompt the customer to enter a PIN or insert their card Step 07 Refund Total Select the account type Confirm the transaction amount Instructions continue on next page gt SAV Savings Credit 38 09 Signature
15. 2 55 58 58 60 63 63 63 64 64 64 64 66 67 68 69 70 71 72 74 Get to know your terminal 6 Get to know your terminal Introduction Your BWA Merchant Services EFTPOS terminal allows you to accept credit debit and charge card transactions electronically as a means of payment Customers can access their cheque savings or credit accounts for purchases and refunds Customers can also request cash out from cheque and savings accounts Terminal location and PIN privacy The physical location of an EFTPOS terminal is important in protecting a customer s PIN privacy When your new terminal is installed or relocated within the premises you must take care to ensure gt the EFTPOS terminal is in a position that allows the customer to enter their PIN so it cannot be observed by employees or other customers gt the EFTPOS PIN pad has an adequate length of terminal connection cord to allow customers to enter their PIN privately gt ifin a fixed position the EFTPOS PIN pad has not been placed at an angle or height that prevents customers from shielding their PIN entry gt the placement of mirrors and other reflective materials do not allow the customer s PIN entry to be observed through reflection gt security cameras can t make a visual record of a customer s PIN entry You should communicate these guidelines to any staff members that process EFTPOS transactions using the BWA Merchant Services
16. 4 TOTAL AUD 38 43 eoeceereeesece eee eee ee ee ee ee ee oe eee em ee ee eee eee seo eeeseeseeseeee 60 Operating your EFTPOS terminal Tip addition If a customer needs to add a tip after completing the original transaction your BWA Merchant Services terminal allows you to add tips using the tip addition function A tip can only be added to a credit card purchase transaction and is limited to 25 of the transaction amount Step 01 Transaction Select tip addition from the main screen if it is configured as a hot key Refer to page 70 for details Step 03 N DD MM Transactions Select the transaction to which the tip will be added Alternatively if Purchase is not a configured hot key select Transaction then select tip addition from the transaction list Step 04 Auth ID NNNNNN Inv NNNNNN Card NNNN Amount Date dd mm yyyy Press the green thumbs up button if the transaction details are correct 05 Confirm purchase amount and press ENTER 07 Press the green thumbs up button to continue or the red thumbs down button to cancel the tip 09 If the customer requires a copy of the receipt press the green thumbs up button If the customer does not require a copy of the receipt press the red thumbs down button 61 06 Key in the tip amount and press ENTER 08 This screen indicates the terminal is attempting
17. 4229851 2345678 TERMINAL ID 12345678 USER 01 INV NO 000012 Customer copy STAN 000034 ACCOUNT TYPE Credit MASTERCARD 422I s 10 14 CHECKOUT 355 00 AUD 355 00 If the customer requires a copy of the receipt press the green thumbs up button SIGNATURE If the customer does not require a copy of the receipt AUTH ID 00321 press the red thumbs down button RRN 1234560 00034 APPROVED TO8 APPROVED WITH SIGNATURE Note Graphic will only print on the customer copy of the receipt Operating your EFTPOS terminal 49 Mail order telephone order MOTO Mail order and telephone order MOTO merchants are authorised to manually key credit card transactions The terminal will automatically default to Credit as the account type whenever you manually enter card numbers Should you attempt to manually key a debit card number the terminal will reject the transaction The MOTO process is similar to a normal purchase or refund that involves manually entering card details However as the physical card and customer are not present at the point of sale you should gather and record as much customer information as possible before processing a MOTO transaction If you would like more information on this functionality please contact BWA Merchant Services on 1800 243 444 Transaction L lt Checkout HOTO Alternatively if MOTO is not a configured hot key select Transaction then se
18. An electronic commerce interface ECI transaction occurs when a customer orders goods or services from a merchant via a web based interface or e commerce platform and the customer and their card are not present at the merchant outlet The merchant must key the card number into the terminal to process the purchase or refund transaction The process is similar to a normal purchase or refund with manual entry of card details However as the physical card and customer are not present at the point of sale you should gather and record as much customer information as possible before processing an ECI transaction If you would like more information on this functionality please contact BWA Merchant Services on 1800 243 444 Step 01 Step 02 Select ECI from the main screen if it is configured as Alternatively if ECI is not a configured hot key a hot key Refer to page 70 for details select Transaction then select ECI from the transaction list Step 03 Step 04 0 00 Enter Amount ECl Purchase Purchase Select Purchase or Refund as the transaction type Bie Negeri O E me press ENTER Operating your EFTPOS terminal 53 all Step 05 Enter Expiry MMYY NNNN Key in the card number and press ENTER Key in the expiry date on the card and press ENTER Step 07 Step 08 ECI Purchase Total Enter CCV NNN Key in the CCV number on the back of the card Press green thumbs up but
19. Ask the customer if they would prefer to enter their PIN or sign the receipt Press PIN or Signature accordingly n This screen indicates the terminal is attempting to process the transaction 10 Ask the customer to key in their PIN 12 If the customer requires a copy of the receipt press the green thumbs up button If the customer does not require a copy of the receipt press the red thumbs down button Operating your EFTPOS terminal 39 om Example of a refund transaction record BWA Merchant Services XXXX Merchant 123 Sydney Street North Sydney NSW 2060 Remove card If the customer used a chip card to process the transaction you can now remove the chip card Merchant Copy 01 FEB 2014 16 00 22 MERCHANT ID 4229851 2345678 TERMINAL ID 12345678 USER 01 INV NO 000012 STAN 000034 ACCOUNT TYPE Credit 4221 s 10 14 REFUND 35 00 TOTAL 35 00 AUTH ID 00321 RRN 1234560 00034 APPROVED SIGNATURE AUTH ID 1234560 RRN 1234560 00034 APPROVED 08 APPROVED WITH SIGNATURE Note Graphic will only print on the customer copy of the receipt 40 Operating your EFTPOS terminal Reprint last receipt This section describes how to reprint the last receipt printed Step 02 Admin Receipts Select Admin Select Receipts Step 04 N DD MM INV No Select Merchant Customer or Settlement Select the required transaction to
20. BWA Merchant Services EFTPOS User Guide for countertop and mobile terminals 2 Contents What are you looking tor Get to know your terminal 05 Introduction 06 Terminal location and PIN privacy 06 Terminal ownership 07 Settlement 07 Your terminal layout 09 First Data countertop EFTPOS terminal 09 First Data mobile EFTPOS terminal 11 Transaction processing options 12 Installing the privacy shield 13 Loading receipt paper 14 To switch the terminal on and off 15 Communications setup 16 First Data countertop EFTPOS terminal 16 First Data mobile EFTPOS terminal 18 Operating your EFTPOS terminal Purchase transaction Purchase transaction with a credit card Cash out transaction Cash out transaction with a purchase Cash out only transaction Refund transaction Reprint last receipt Cancel transaction Other transaction types Pre authorisation Processing and pre authorisation transaction Processing and completion transaction from a pre authorisation Mail order telephone order MOTO Electronic commerce interface ECI Void Administration functions Settlements Tip addition Reports Shift report Settlement report Daily report Transaction report Other terminal functionality Training mode Surcharging Customer receipt marketing message Offline transaction processing Multi merchant capability Hot keys User management Shift change Where to get help Contents 3 23 24 28 32 32 a9 36 40 41 42 42 43 46 49 5
21. conducted in training mode will be deleted once training mode is turned off 65 01 02 Select Admin Select Next 03 04 Training Mode Select Training Mode Press the green thumbs up button to turn on training mode or Back to return to the Admin menu 05 The status bar will now show the status as TRAINING 66 Operating your EFTPOS terminal Surcharging The BWA Merchant Services EFTPOS terminal can add a surcharge to every transaction processed The surcharge can be either a fixed dollar amount 1 00 per transaction for example or it can be a percentage of the total transaction 2 for example To enable your terminal for surcharging please contact BWA Merchant Services on 1800 243 444 If required the method of calculation and the surcharge amount can be different for different card types For example you could set the terminal to charge all debit cards a set amount per transaction such as a 1 00 surcharge and all credit cards could incur a 2 surcharge As shown below the surcharge amount is always displayed on the customer and merchant receipts You can configure your terminal to automatically calculate the GST on surcharge amounts BWA Merchant Services XXXX Merchant 123 Sydney Street North Sydney NSW 2060 Merchant Copy 01 FEB 2014 16 00 22 MERCHANT ID 4229851 2345678 TERMINAL ID 12345678 INV NO 000012 STAN 000034 ACCOUNT TYPE Credit VISA
22. ect transaction When this occurs the merchant needs to void the incorrect transaction and process a new one Operating your EFTPOS terminal 55 IMPORTANT A void can only be performed on a credit card transaction A refund is the equivalent process for debit transactions You can only void a transaction prior to performing a settlement on your terminal this includes forced settlement There will be no record of the transaction and its void on your customer s bank account This is because the transaction is deleted before the bank can complete it and no funds are removed from your customer s account The transaction and void will also not appear on your terminal settlement summary for the same reason A record of the voided transaction will only appear on your transaction list report If you have already settled your terminal the incorrect transaction must be refunded and re processed For more information refer to the refund process on page 31 of this guide 56 Operating your EFTPOS terminal Step 01 mi Step 02 Transaction Tip Addition Void Void Select Void from the main screen if it is configured Alternatively if Void is not a configured hot key as a hot key Refer to page 72 for details select Transaction then select Void from the transaction list Step 03 m Step 04 uth N DD MM a eee Card Amount Date dd mm yyyy Back Press the green thumbs up b
23. lect MOTO from the transaction list Select MOTO from the main screen if it is configured as a hot key Refer to page 72 for details Instructions continue on next page gt 50 03 04 T Furchase Refund Key in the purchase or refund amount and Select Purchase or Refund as the transaction type press ENTER 05 06 Key in the card number and press ENTER Key in the expiry date on the card and press ENTER 07 08 Key in the CCV number on the back of the card Press green thumbs up button to confirm the and press ENTER amount or the red thumbs down button to cancel it Operating your EFTPOS terminal 51 Example of a MOTO transaction record BWA Merchant Services EFTPOS in progress Please wait XXXX Merchant 123 Sydney Street North Sydney NSW 2060 This screen indicates the terminal is attempting to Merchant Co process the transaction iad 01 FEB 2014 16 00 22 MERCHANT ID 4229851 2345678 TERMINAL ID 12345678 INV NO 000012 ACCOUNT TYPE Credit Customer copy jamie 4221 s 10 14 MOTO PURCHASE 99 00 TOTAL AUD 99 00 APPROVED If the customer requires a copy of the receipt press TE VO AU Sp DENIER Note Graphic will only print on the customer If the customer does not require a copy of the receipt copy of the receipt press the red thumbs down button 52 Operating your EFTPOS terminal Electronic commerce interface ECI
24. mer used a chip card to process the transaction you can now remove the chip card Please ensure that you check the transaction is approved before completing the sale Hand the customer their copy of the transaction record their card and any cash out requested If a transaction is declined tell the customer the reason advise them to contact their bank if required and seek an alternative form of payment Operating your EFTPOS terminal 27 Example of a purchase transaction record BWA Merchant Services XXXX Merchant 123 Sydney Street North Sydney NSW 2060 Merchant Copy 01 FEB 2014 16 00 22 MERCHANT ID 4229851 2345678 TERMINAL ID 12345678 USER 01 INV NO 000012 STAN 000034 ACCOUNT TYPE SAVINGS Levee 4221S 10 14 PURCHASE 80 00 TOTAL 80 00 AUTH ID 00321 RRN 1234560 00034 APPROVED 00 Note Graphic will only print on the customer copy of the receipt 28 Purchase transaction with a credit card This section describes how to complete a transaction using a credit card 01 02 Transaction Select Purchase from the main screen if it is Alternatively if Purchase is not a configured hot key configured as a hot key Refer to page 70 for details select Transaction then select Purchase from the transaction list 03 04 O Amount Tip Addition Key in the purchase amount and press the green ENTER key on the keypad Key in the tip amount if required Operating yo
25. nal 73 all Step 05 m all Step 06 m User Password xX KKK Cancel Key in your password and press ENTER all Step 07 m lt lt Merchant gt gt lt lt Merchant gt gt Select User to print shift totals by user Select the Merchant if prompted ae d js i Sai Select Card to print shift totals by card 74 Operating your EFTPOS terminal BWA Merchant Services customer support For general enquiries transaction queries authorisations and disputes please call 1800 243 444 Hardware faults 1300 364 164 Stationery order 1300 664 660 Operating your EFTPOS terminal 75 2014 BWA Merchant Services Pty Limited ABN 51115 245 531 BWA Merchant Services The ampersand flourish logo is a registered trademark of Bankwest a division of Commonwealth Bank of Australia ABN 48 123 123 124 used under licence by BWA Merchant Services Pty Ltd
26. ne pre authorisation A pre authorisation transaction requests verification from a customer s card issuing bank for the full value of the purchase The customer s bank will issue a successful pre authorisation request with a 6 digit authorisation number IMPORTANT The card issuer determines how long the pre authorisation value is held against the customer s account This period of time is typically three to five days After this the authorisation request expires and the business needs to issue a new pre authorisation request to begin the transaction again Part two completion When processing the completion request use the following data to retrieve the pre authorisation transaction gt the six digit authorisation number gt the invoice number and amount gt the card number or date The amount of the completion request may not exceed the pre authorisation request by more than 15 If it does the transaction will be declined When a completion transaction is successful its value will be included in the end of day settlement to your merchant account Operating your EFTPOS terminal 43 Processing a pre authorisation transaction Transaction Aukh Select Auth from the main screen if it is configured as a hot key Refer to page 72 for details Enter Amount PREAUTH Key in the pre authorisation amount and press ENTER Auth Alternatively if Auth is not a configured hot key select
27. ns are allowed for a number of reasons outline below Card rules Certain transactions are considered low risk and do not need to be authorised online Transactions in this category are known as off host transactions Below is a list of off host transaction responses Y1 offline approved Z1 offline declined Y3 unable to go online and approved offline Z3 unable to go online and declined offline Electronic fallback If approved by BWA Merchant Services your EFTPOS terminal can be configured for electronic fallback mode If you would like more information on this functionality please contact BWA Merchant Services on 1800 243 444 The BWA Merchant Services EFTPOS terminal will enter electronic fallback mode if there is a problem transmitting the transaction to the card issuer This could be due to a communications error or due to the issuer being unavailable These transactions are known as electronic fallback EFB transactions All EFB transactions require signature confirmation and will be approved with a response code of 08 Approved with signature Transactions above the floor limit will prompt the user to enter an authorisation number You can obtain an authorisation for EFB transactions by contacting the BWA Merchant Services helpdesk 1800 243 444 Please note that in EFB mode the terminal may prompt the customer to enter their PIN and provide their signature In all cases please follow the prompts
28. on your terminal Operating your EFTPOS terminal 69 Multi merchant capability The BWA Merchant Services terminal lets you manage Multi merchant capability is not a standard feature multiple merchant accounts on a single terminal This enabled on the BWA Merchant Services terminal functionality is particularly useful on premises where ooo If you would like more information on this functionality please contact BWA Merchant Services on 1800 243 444 there are multiple businesses sharing space and each has their own merchant facility Multi merchant capability allows gt users to be attached to one or all merchant accounts enabled on the terminal gt different configuration for each merchant account on the terminal for settings such as security reporting and screen layout 70 Operating your EFTPOS terminal Hot keys There are three programmable hot keys that can be set to execute certain functions from the terminal s idle screen Hot keys provide faster access to frequently used functions D o Transaction Admin Programmable hot keys Purchase Hot key assignment options Once assigned pressing a function s hot key will have the same effect as selecting its equivalent key from the Transaction menu The following functions can be assigned as hot keys gt Cashout gt Pre auth gt Tip addition gt Checkout gt Purchase gt Void gt Purchase ECl gt Refund gt Purchase MOTO gt Settlement
29. page gt ICHQ SAV Cheque Savings 34 Operating your EFTPOS terminal Step 07 Ty Step 08 SNN NN Enter PIN EFTPOS in progress Please wait This screen indicates the terminal is attempting to Ask the customer to key in their PIN process the transaction Step 09 m Step 10 mi Customer copy iJ Remove card If the customer requires a copy of the receipt press the green thumbs up button If the customer used a chip card to process the If the customer does not require a copy of the receipt transaction you can now remove the chip card press the red thumbs down button IMPORTANT Please ensure that you check the transaction is approved before completing the sale Hand the customer their copy of the transaction record their card and any cash out requested If the transaction is rejected the terminal will display an error message giving the reason Communicate this reason with the customer Operating your EFTPOS terminal 35 Example of a cash out transaction record BWA Merchant Services XXXX Merchant 123 Sydney Street North Sydney NSW 2060 Merchant Copy 01 FEB 2014 16 00 22 MERCHANT ID 4229851 2345678 TERMINAL ID 12345678 USER 01 INV NO 000012 STAN 000034 ACCOUNT TYPE SAVINGS DEBIT veveeee 4221S 10 14 CASH OUT 80 00 TOTAL AUD 80 00 AUTH ID 00321 RRN 1234560 00034 APPROVED 00 Note Graphic will only print on the customer copy of the receipt 36 Operating
30. re print the most recent receipt from the list or press the Back button to Select Search to look for other receipts return to the main receipt screen Operating your EFTPOS terminal 4A Inv NNNNNN Card NNNN Amount Date dd mm yyyy Press the green thumbs up button to re print the receipt or press the Back button to return to the transaction list Cancel transaction A transaction may be cancelled at any time before the Once a customer has entered their PIN and pressed customer presses the green ENTER key or OK for the PIN ENTER the transaction has been completed and you entry will need to perform a refund or void transaction if the customer needs to alter their purchase Pressing the red CANCEL key will cancel the transaction and return the terminal to its idle state 42 Operating your EFTPOS terminal Other transaction types Pre authorisation The pre authorisation function allows you to authorise and hold funds on a customer s credit card for a period of up to seven days A pre authorisation will not debit a customer s account until a completion transaction is processed at a later date Each transaction consists of two parts the pre authorisation and the completion This facility is only available for use in certain industries such as hotels or lodgings If you would like more information on this functionality please contact BWA Merchant Services on 1800 243 444 Part o
31. rt function 64 Operating your EFTPOS terminal Daily report The daily report displays gt debit totals for all card types gt totals per card type non charge cards a summary of all purchases cash outs and refunds with the number of occurrences and the sub total amounts for each transaction type gt totals per charge card type a summary of all purchases tips cash outs and refund transactions with the number of occurrences and the sub total amounts for each transaction type gt apre authorisation summary for all card types Transaction report The transaction report displays selected approved transactions stored in the terminal Online transactions are stored until settlement except for pre authorisation transactions which are kept for seven calendar days Other terminal functionality Training mode Training mode is useful for showing new staff how to use the terminal to process transactions When in this mode any card transactions will not be submitted for processing or added to the terminal amount totals Before the terminal can be placed in training mode you must perform a settlement to clear out any existing transactions The terminal will remain in training mode until the mode is cancelled even if the power is turned off When in training mode the status bar on the idle screen will display TRAINING All reporting functions are available when operating in training mode All transactions
32. s Refer to page 70 for further details 02 Purchase Select Purchase from the main screen If it is Alternatively if Purchase is not a configured hot key configured as a hot key Refer to page 70 for details select Transaction then select Purchase from the transaction list 03 04 Amount Cashout Key in the purchase amount and press the green ENTER key on the keypad Key in the cash out amount if required Operating your EFTPOS terminal 25 Step 05 Tip Addition T Swipe Insert tap or swipe the card Note the value for a contactless transaction is 100 Key in the tip amount if required Y P q or greater the terminal will prompt the customer to enter a PIN or insert their card Step 07 Purchase SAV Total Savings Credit Select the account type Confirm the transaction amount Instructions continue on next page gt 26 09 Signature Ask the customer if they would prefer to enter their PIN or sign the receipt Press PIN or Signature accordingly n If the customer requires a copy of the receipt press the green thumbs up button If the customer does not require a copy of the receipt press the red thumbs down button IMPORTANT 10 This screen indicates the terminal is attempting to process the transaction The screen will update to reflect the status eg APPROVED 12 If the custo
33. thorisation summary for each user The summary shows the number of occurrences and the subtotal amount This includes all pre authorisation transactions regardless if they ve been checked out or not gt The report details each user s tip summary last This shows the number of occurrences and the subtotal amount If the user is attached to or selects multiple merchants the report will include all merchants in the same printout Only the first merchant s details will display the report header non charge cards purchases tips a summary of pre authorisation transactions and a summary of electronic fallback transactions in the current period i e since the last settlement the last settlement report displays the totals for purchases cash outs and refunds for each card type non charge cards purchases tips cash outs and refunds for charge cards a summary of pre authorisation transactions and a summary of electronic fallback transactions in the last settlement the previous settlement report displays the totals for purchases cash outs and refunds for each card type non charge cards purchases tips cash outs and refunds for charge cards a summary of pre authorisation transactions and a summary of electronic fallback transactions during the previous settlement period When the settlement report is printed for all merchants it will contain one section for each merchant accessible to the user who initiates the tip repo
34. ton to confirm the and press ENTER amount or the red thumbs down button to cancel it Step 09 Customer copy EFTPOS in progress Please wait If the customer requires a copy of the receipt press This screen indicates the terminal is attempting to the green thumbs up button If the customer does process the transaction not require a copy of the receipt press the red thumbs down button 54 Operating your EFTPOS terminal Example of a ECI transaction record BWA Merchant Services XXXX Merchant 123 Sydney Street North Sydney NSW 2060 Merchant Copy 01 FEB 2014 16 00 22 MERCHANT ID 4229851 2345678 TERMINAL ID 12345678 USER 01 INV NO 000012 STAN 004322 ACCOUNT TYPE Credit VISA Levene 42215 10 14 ECI PURCHASE 15 00 SURCHARGE 1 50 SURCHARGE GST 0 15 AUD 16 65 SIGNATURE AUTH ID RRN 1234560 00034 APPROVED 08 APPROVED WITH SIGNATURE Note Graphic will only print on the customer copy of the receipt Void There are some cases where either the merchant or the customer makes a mistake during the payment process and don t realise until the transaction has completed In these instances it is too late to cancel or reverse the transaction and the transaction must be voided instead The void function may need to be used if gt the customer uses an incorrect card gt the merchant enters an incorrect amount gt the merchant accidentally adds a tip to an incorr
35. ur EFTPOS terminal 29 CR Credit Insert tap or swipe the card Note the value for a contactless transaction is 100 Select the Credit account type or greater the terminal will prompt the customer to enter a PIN or insert their card Purchase Total Q rea Signature Ask the customer if they would prefer to enter Confirm the transaction amount their PIN or sign the receipt Press PIN or Signature accordingly PIN or Sign Instructions continue on next page gt 30 Operating your EFTPOS terminal all Step 09 m Step 10 EFTPOS in progress Please wait If the customer requires a copy of the receipt press This screen indicates the terminal is attempting to the green thumbs up button process the transaction If the customer does not require a copy of the receipt press the red thumbs down button Remove card If the customer used a chip card to process the transaction you can now remove the chip card Operating your EFTPOS terminal 31 Example of a credit card record BWA Merchant Services XXXX Merchant 123 Sydney Street North Sydney NSW 2060 Merchant Copy 01 FEB 2014 16 00 22 MERCHANT ID 4229851 2345678 TERMINAL ID 12345678 USER 01 INV NO 000012 STAN 000034 ACCOUNT TYPE SAVINGS VISA vives 4221S 10 14 PURCHASE 35 00 SURCHARGE 3 50 SURCHARGE GST 0 35 SUB TOTAL AUD 38 85 SIGNATURE AUTH ID RRN 1234560 00034 APPROVED 08
36. utton if the transaction details are correct Signature Required Signature OK EFTPOS in progress Please wait This screen indicates the terminal is attempting to os process the transaction If requested verify the customer s signature If the customer requires a copy of the receipt press the green thumbs up button If the customer does not require a copy of the receipt press the red thumbs down button Operating Example of a void transaction record BWA Merchant Services XXXX Merchant 123 Sydney Street North Sydney NSW 2060 Merchant Copy 01 FEB 2014 16 00 22 MERCHANT ID 4229851 2345678 TERMINAL ID 12345678 USER 01 INV NO STAN ACCOUNT TYPE 000012 004322 Credit VISA Levene 4221S 10 14 VOID PURCHASE 55 00 AUD 55 00 SIGNATURE AUTH ID 00321 RRN 1234560 00034 APPROVED TO8 APPROVED WITH SIGNATURE Note Graphic will only print on the customer copy of the receipt ng your EFTPOS terminal 58 Operating your EFTPOS terminal Administration functions Settlements The settlement function provides a Settlement Summary receipt that summarises EFTPOS transactions taken as at the current settlement date The net total amount on the receipt will be credited to the nominated bank account you have provided to BWA Merchant Services Step 01 Transaction Purchase Select Settlement from the main screen if it is configured as a hot key
37. veveeee 42215 10 14 PURCHASE 200 00 SURCHARGE 4 00 SURCHARGE GST 0 40 SIGNATURE 1234560 00034 APPROVED 08 Note Graphic will only print on the customer copy of the receipt Operating your EFTPOS terminal Customer receipt marketing message Your BWA Merchant Services EFTPOS terminal allows you to add a marketing message to the bottom of every BWA Merchant Services customer receipt Merchants can use this to make their customers aware of any special deals or discounts You can see an example of the customer receipt XXXX Merchant 123 Sydney Street North Sydney NSW 2060 marketing message function in the receipt below Please contact BWA Merchant Services on 1800 243 444 to add a marketing message to your customer receipts 01 FEB 2014 16 00 22 Merchant Copy MERCHANT ID 4229851 2345678 TERMINAL ID 12345678 INV NO 000012 STAN 000034 ACCOUNT TYPE Credit VISA veveeee 42215 10 14 PURCHASE 200 00 SURCHARGE 4 00 SURCHARGE GST 0 40 SIGNATURE 1234560 00034 APPROVED 08 GET 15 OFF ALL BAR FOOD AND SNACK ON MONDAYS TUESDAYS AND WEDNESDAYS OPENING HOURS 6AM 10PM 7 DAYS Note Graphic will only print on the customer copy of the receipt 67 68 Operating your EFTPOS terminal Offline transaction processing Offline transactions are those your terminal approves without contacting the card issuer The approved transactions are forwarded to the issuer at a later stage Offline transactio
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