TERMINAL OPERATOR REFERENCE GUIDE V1.0

EFTPOS LITE

ADB2626 XXXXXX

Commonwealth Bank of Australia ABN 48 123 123 124

Contents

IMPORTANT NOTES

2

PRINTER FUNCTIONS

27

YOUR MERCHANT DETAILS

3

DUPLICATE RECEIPTS

29

THE EFTPOS NETWORK

4

TOTAL REPORTS

30

TERMINAL LAYOUT

6

CHANGING PASSWORDS

32

TERMINAL FUNCTION DESCRIPTIONS

7

CHANGING USER’S DETAILS

34

SOFTWARE FUNCTIONALITY

9

CHANGING LIMITS

35

TRANSACTIONS USING DEBIT CARDS

10

OTHER TERMINAL FUNCTIONS

37

TRANSACTIONS USING CREDIT CARDS

16

TRANSACTING USING MOTO (MAIL ORDER/TELEPHONE ORDER)

38

PROCESSING DURING DOWNTIME

20

XPOS

41

ENTERING DOWNTIME VOUCHERS

21

TERMINAL ERROR MESSAGES

42

DAMAGED CREDIT CARD PROCESSING

WHERE TO GET HELP

46

24

1

Important notes

Your merchant details

■

■

Do not allow any unauthorised use of your terminal.

■

Do not be persuaded to allow transactions to be processed contrary to our guidelines.

■

Customers should only have access to your terminal to input their PIN.

■

Do not process damaged debit (cheque or savings) cards.

■

Check transactions by circling the type of transaction and ‘Approved’ on receipt.

■

When your terminal is in downtime mode, authorisations are required for all transactions over your floor limit.

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Check the validity and expiry dates on all cards presented.

If you have any doubts about the transaction, card or card presenter, contact the Authorisation Centre immediately on 13 26 36 for credit cards and Freecall* 1800 813 700 for debit cards.

Trading name:

■

Failure to heed a terminal warning message may result in lost value to you.

Trading address:

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Ensure your passwords remain confidential. Do not locate passwords near the terminal. Change passwords regularly.

Commonwealth Bank merchant number:

* Call to Freecall numbers are free unless made from a mobile phone, which will be charged at the applicable rate.

Terminal ID: Credit Card floor limit: $

(downtime processing)

Debit Card floor limit: $

(downtime processing)

American Express merchant number:

Diners Club merchant number:

JCB merchant number:

CARE:

2

The above is confidential information and should only be known to yourself and authorised staff.

3

The EFTPOS network

The EFTPOS network is very complex, with many parties involved in processing transactions. All parties to the network work together so that the system can cope with

the large volumes processed. Each day there is an average of over 2.5 million transactions passing through the Australian EFTPOS network. The diagram below shows the many players in the EFTPOS network.

Commonwealth Bank

F2

ABC

DEF

1

2

3

GHI

JKL

7

MNO

5

6

CANCEL

TUV

WXY

8

9

CLEAR

0

PSTN dial-up

Commonwealth

Commonwealth Bank

Bank CARDS

EFTPOS SYSTEM

Other Australian card issuers

4

Terminal – reads the information contained on the magnetic stripe of each card. Allows for the secure transfer of transaction and PIN to the card issuing bank’s computer system.

■

Terminal message – each transaction sends a message to the bank requesting an action. The transaction is only completed when a response from the bank is received.

■

Inter-bank network – all major banks and credit unions are connected to each other. This allows cards issued by one bank to be used at another bank’s terminals/merchants. Messages are passed between banks to allow authorisation and settlement of transactions.

OK

EFTPOS terminal

American Express, Diners Club, JCB

Card – credit card, debit card and charge card for which the magnetic stripe contains the cardholder information to be transmitted electronically.

■

F4

QZ

PRS

■

F3

F1

4

There are many features to the EFTPOS network:

■

Credit card schemes – MasterCard, Visa and Bankcard are member controlled organisations that determine rules to be followed for the security of both cardholder and merchant.

■

Card issuers worldwide – are all those banks worldwide which issue credit cards for use by their customers.

Card issuers worldwide

5

Terminal layout

Terminal function descriptions

7. Green ‘OK’ Key – Complete a data entry function (returning data entered).

1. SmartCard reader

1. SmartCard Reader – this reader at the top of the terminal is for future use with SmartCards. 2. Terminal Display – the screen displays all the messages and directions to the user, as well as terminal error messages (see attached list of ‘terminal error messages’ on pages 42-45).

2. Terminal display

Commonwealth Bank

F2

F3

3. Yellow ‘function’ keys

4. Grey ‘Paper Feed’ Key – When pressed, advances printer 1 line.

4. Grey ‘Paper Feed’ key

5. Red ‘Cancel’ Key – cancel the current transaction or data entry. Do not allow the cardholder to use this button.

F4

F1 QZ

ABC

DEF

1

2

3

GHI

JKL

MNO

CANCEL

5. Red ‘Cancel’ key

CLEAR

6. Yellow ‘Clear’ key

4

5

6

PRS

TUV

WXY

8

9

7

0

OK

3. Yellow ‘Function’ Keys (4) – these buttons are located under the terminal display and are used to select options displayed. The options to be selected will be above the corresponding key.

7. Green ‘OK’ key

8. Alpha numeric keys 9. Grey ‘Up’ and ‘Down’ keys 10. Magnetic Stripe card reader

6. Yellow ‘Clear’ Key – This button will allow you to step back through the screens or to clear a number if an error or incorrect amount has been keyed in. Do not allow the cardholder to use this button. If pressed when no data is present in the data entry buffer, the key acts the same as the ‘Cancel’ key.

Positively acknowledge a prompt (such as ‘OK to continue’). Move to next ‘page’ of a horizontal menu (if there is one). 8. Alphanumeric Keys – these keys are used to input monetary amounts and to select options when using the terminal. The ‘alpha’ keys are also used for entering passwords and PINs. The ‘0’ or zero key is also used to access further function key options. If the option you want is not one of the four displayed across the bottom line of the screen, then pressing the zero key once, will display a further set of up to four function-key options. Press zero again to return to the original four options. The numeric keys are also used to select an item from a vertical menu, which shows one numbered menu item on each line of the screen. Press a number key once to choose a numbered item from the menu. 9. Grey ‘Up’ and ‘Down’ Keys – the ‘^’ or ‘up’ key moves you to the next menu page, when a vertical menu is displayed. If pressed at the last page, the first page is displayed.

11. SAM Insertion slots

6

7

Software functionality

The ‘v’ or ‘down’ key moves you to the previous menu page, when a vertical menu is displayed. If pressed at the first page, the last page is represented. Press a number key once to choose a numbered item from the menu. 10. Magnetic Stripe Card Reader – the customer’s card is swiped through the slide either left to right or right to left. The magnetic stripe on the card must be facing the display screen and be on the down side of the card so that it will be read.

When you applied for the EFTPOS LITE terminal, a range of different software applications were offered to you. These function selections can only be changed by the Bank and include: ■

mail order/telephone order – the ability to process a credit card transaction when the card is not present (NB: you must be a Commonwealth Bank authorised MOTO merchant to process these transactions);

■

Offline Voucher – the ability to produce a voucher for the customer’s signature for transactions over your floor limit if the host is not available or there is a communication problem. This voucher can then be re-entered once the terminal becomes operational again.

If any of the above functions have been requested they will appear on the screen at the appropriate time. For example the following two screens show the EFT screen, which shows EFT functions other than Purchase or Refund. The first shows when mail/telephone order and cashout functions are switched on, the second shows when cashout only is switched on.

11. SAM Insertion Slots – the electronic chips (SAMs) used with the optional XPOS functions are inserted here. See the separate XPOS Operator’s Guide.

8

Screen

Definition

COMMONWEALTH BANK 1 Cash 2 Moto 3 Totals

With MOTO and CASHOUT functions enabled.

COMMONWEALTH BANK 1 Cash 2 Totals 3 Duplicate Receipts

With CASHOUT function enabled.

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Other functions appear during the processing of the transaction.

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The design of the software is such that it is simply a matter of following the screen prompts. If you need to return to the previous screen or amend an entry, select the yellow CLR button.

■

The grey ‘Up’ and ‘Down’ Keys move you to the previous or next menu page (when a vertical menu is displayed). If pressed at the first or last page, the last or first page is displayed.

■

The same keys are used to scroll an option list to the right or left. Use the yellow function key under the item required when you are ready to choose.

9

Transactions using debit cards

This section describes how to complete a transaction where a Debit card is used. When the terminal is logged on and ready for use the screen below will appear.

Screen COMMONWEALTH BANK EFTPOS READY PUR REF EFT SYS

Definition The 4th line is a ‘horizontal’ menu.

■

Use the yellow function key under the item to select it.

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Select PUR or swipe a card for a PURCHASE

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Select REF for a REFUND

■

Select EFT for ‘other’ EFT functions such as MOTO, Cashout, Voucher entry

■

Select SYS for SYSTEM and MERCHANT functions.

PURCHASE Swipe card

10

Screen

Definition

PURCHASE Cashout Amount? $0.00

If CASHOUT is allowed at this terminal, this prompt appears. Type the amount of cash requested, with cents, no decimal point, and then press the green OK key. If no cash is required, just press the OK key.

PURCHASE Total $xxxxxx.xx Select Account CHQ SAV

If the transaction includes a cashout amount, then CR is not a valid selection and this screen is displayed. Select CHQ or SAV.

PURCHASE XXXXXXX Total $xxxxxx.xx Enter PIN & OK

This screen allows PIN entry. XXXXXXX is the account-type selected above, ‘ Cheque’, ‘Savings’ or ‘ Credit’. If a PIN is entered but is less than 4 digits, this message appears. Enter PIN again.

Definition

PURCHASE XXXXXXX Total $xxxxxx.xx Enter PIN & OK Min. 4 digits, retry

This prompt to swipe the customer’s card appears. The current transaction type shows at the top. If a card was swiped to start the Purchase, the Amount screen below is shown.

PURCHASE XXXXXXX Total $xxxxxx.xx SSSSSSSS Please wait

While the Host is processing the message, this screen is displayed. Ssssssss is the status of the transaction which progresses through ‘Dialling’, ‘Connected’, ‘Sending’, and ‘Receiving’.

If PURCHASE is selected:

Screen

If CASHOUT is also required:

PURCHASE Swipe card Card Error, retry

If an error reading the card occurs, the prompt to retry appears at the bottom of the screen. Swipe the card again.

PURCHASE Purchase Amount? $0.00

The prompt to enter the amount is then displayed. Type the amount, with cents, no decimal point, and then press the green OK key.

11

If CASHOUT only is required:

Screen COMMONWEALTH BANK EFTPOS READY PUR REF EFT SYS

Definition The 4th line of the ready screen is a ‘horizontal’ menu. EFT Other Functions is selected using the yellow key underneath ‘EFT’.

CASHOUT XXXXXXX Total $xxxxxx.xx Enter PIN & OK

This screen allows PIN entry. XXXXXXX is the account-type selected above, ‘ Cheque’, ‘Savings’.

CASHOUT XXXXXXX Total $xxxxxx.xx SSSSSSSS Please wait

While the Host is processing the message, this screen is displayed. Ssssssss is the status of the transaction which progresses through ‘Dialling’, ‘Connected’, ‘Sending’, and ‘Receiving’.

If EFT is selected:

Screen EFT 1 Cashout Trans 2 MOTO Trans 3 Totals 4 Duplicate Receipt 5 Administration 6 Special Functions

Definition This is a ‘vertical’ menu. The first 4 lines are displayed. Use the ‘up’ or ‘down’ keys to see the other items. Cashout is selected by keying ‘1’.

If CASHOUT is selected:

Screen CASHOUT Swipe card

12

Definition This prompt to swipe the customer’s card appears. The current transaction type shows at the top.

CASHOUT Swipe card Card Error, retry

If an error reading the card occurs, the prompt to retry appears at the bottom of the screen. Swipe the card again.

CASHOUT Cashout Amount? $0.00

The prompt to enter the amount is then displayed. Type the amount, with cents, no decimal point, and then press the green OK key.

CASHOUT Total $xxxxxx.xx Select Account CHQ SAV

$xxxxxx.xx is the total transaction amount. Use a yellow function key to select the account type.

If REFUND is required:

Screen COMMONWEALTH BANK EFTPOS READY PUR REF EFT SYS

Definition The 4th line of the ready screen is a ‘horizontal’ menu. REF is selected using the yellow key underneath ‘REF’.

EFT Password?

A valid Manager Password or Operator Password is required for all Refund transactions.

REFUND Swipe card

This prompt to swipe the customer’s card appears. The current transaction type shows at the top.

REFUND Refund Amount? $0.00

The prompt to enter the amount is then displayed. Type the amount, with cents, no decimal point and then press the green OK key.

REFUND Total $xxxxxx.xx Select Account CHQ SAV CR

$xxxxxx.xx is the total transaction amount. Use a yellow function key to select the account type.

REFUND XXXXXXX Total $xxxxxx.xx Enter PIN & OK

This screen allows PIN entry. XXXXXXX is the account-type selected above, ‘Cheque’, ‘Savings’ or ‘ Credit’. If a CREDIT card does not have a PIN, the customer can just press OK.

13

Purchase REFUND XXXXXXX Total $xxxxxx.xx SSSSSSSS Please wait

While the Host is processing the message, this screen is displayed. Ssssssss is the status of the transaction which progresses through ‘Dialling’, ‘Connected’, ‘Sending’, and ‘Receiving’.

Incorrect PIN:

Screen Total $xxxxxx.xx PIN Error, Re-enter? No Yes

Definition If the Host response indicates an incorrect PIN (Response Code = 55), this screen is displayed. If Yes is selected, then another PIN may be entered. If No is selected, the receipt for a declined transaction is processed as below.

If the transaction is approved by the Host, the screen will show APPROVED. Receipt printing then occurs.

MERCHANT RECEIPT Approved 00 Printing

This screen is shown when the purchase is approved. A Transaction Receipt (Merchant Copy) is printed.

MERCHANT RECEIPT Declined xx Printing

This screen is presented whilst a ‘declined transaction’ receipt is printed. A Transaction Receipt (Merchant Copy) is printed. (Processing is complete and the terminal returns to the Idle state.) xx is the declined code.

CUSTOMER RECEIPT Printing

This screen is presented whilst the Transaction Receipt (Customer Copy) is printed. The transaction is now complete and the terminal returns to idle state.

Cashout

Refund

COMMONWEALTH BANK EFTPOS

COMMONWEALTH BANK EFTPOS

COMMONWEALTH BANK EFTPOS

RETAILER NAME ADDRESS MERCH: 123456789012345 TERMINAL: 12345678

RETAILER NAME ADDRESS MERCH: 123456789012345 TERMINAL: 12345678

RETAILER NAME ADDRESS MERCH: 123456789012345 TERMINAL: 12345678

MERCHANT COPY CARD: 560279 777 EXPIRY DATE: 12/09 SAVINGS 000141 PURCHASE $ 6.00 TOTAL AUD $ 6.00 KEYCARD RESPONSE CODE 00 31 DEC 2009 08:52

MERCHANT COPY CARD: 560279 777 EXPIRY DATE: 12/09 SAVINGS 000141 CASHOUT $ 6.00 TOTAL AUD $ 6.00 KEYCARD RESPONSE CODE 00 31 DEC 2009 08:52

MERCHANT COPY CARD: 560279 777 EXPIRY DATE: 12/09 SAVINGS 000141 REFUND $ 6.00 TOTAL AUD $ 6.00 KEYCARD RESPONSE CODE 00 31 DEC 2009 08:52

The transaction is now complete and the terminal returns to idle state.

14

15

Transactions using credit cards

This section describes how to complete a transaction where a Credit card is used. When the terminal is logged on and ready for use the screen below will appear. Screen COMMONWEALTH BANK EFTPOS READY PUR REF EFT SYS

Definition The 4th line is a ‘horizontal’ menu.

■

Use the yellow function key under the item to select it.

■

Select PUR or swipe a card for a PURCHASE

■

Select REF for a REFUND

■

Select EFT for ‘other’ EFT functions such as MOTO, Cashout, Voucher entry

■

Select SYS for SYSTEM and MERCHANT functions.

PURCHASE Swipe card

PURCHASE Swipe card Card Error, retry PURCHASE Purchase Amount? $0.00

Screen EFT 1 Cashout Trans 2 MOTO Trans 3 Totals 4 Duplicate Receipt 5 Administration 6 Special Functions

COMMONWEALTH BANK EFTPOS READY PUR REF EFT SYS

This is a ‘vertical’ menu. The first 4 lines are displayed. Use the ‘up’ or ‘down’ keys to see the other items. Cashout is selected by keying ‘1’.

Definition The 4th line of the ready screen is a ‘horizontal’ menu. REF is selected using the yellow key underneath ‘REF’.

Definition

EFT Password?

A valid Manager Password or Operator Password is required for all Refund transactions.

This prompt to swipe the customer’s card appears. The current transaction type shows at the top. If a card was swiped to start the Purchase, the Amount screen below is shown.

REFUND Swipe card

This prompt to swipe the customer’s card appears. The current transaction type shows at the top.

REFUND Refund Amount? $0.00

The prompt to enter the amount is then displayed. Type the amount, with cents, no decimal point and then press the green OK key.

REFUND Total $xxxxxx.xx Select Account CHQ SAV CR

$xxxxxx.xx is the total transaction amount. Use a yellow function key to select the account type.

If an error reading the card occurs, the prompt to retry appears at the bottom of the screen Swipe the card again. The prompt to enter the amount is then displayed. Type the amount, with cents, no decimal point, and then press the green OK key.

REFUND XXXXXXX Total $xxxxxx.xx Enter PIN & OK

16

Definition

If REFUND is required:

Screen

If PURCHASE is selected:

Screen

If EFT is selected:

This screen allows PIN entry. XXXXXXX is the account-type selected above, ‘ Cheque’, ‘Savings’ or ‘ Credit’. If a CREDIT card does not have a PIN, the customer can just press OK.

17

REFUND XXXXXXX Total $xxxxxx.xx SSSSSSSS Please wait

While the Host is processing the message, this screen is displayed. Ssssssss is the status of the transaction which progresses through ‘Dialling’, ‘Connected’, ‘Sending’, and ‘Receiving’.

If the transaction is approved by the Host, the screen will show APPROVED. Receipt printing then occurs.

MERCHANT RECEIPT Approved 00 Printing

This screen is shown when the purchase is approved. A Transaction Receipt (Merchant Copy) is printed.

MERCHANT RECEIPT Declined xx Printing

This screen is presented whilst a ‘declined transaction’ receipt is printed. A Transaction Receipt (Merchant Copy) is printed. (Processing is complete and the terminal returns to the Idle state.) xx is the declined code.

MERCHANT RECEIPT Cardholder to Sign Signature Valid? No Yes

This screen is presented to prompt the operator to verify the cardholder’s signature. If No is selected, the transaction is cancelled.

CUSTOMER RECEIPT Printing

This screen is presented whilst the Transaction Receipt (Customer Copy) is printed.

Purchase

Refund

COMMONWEALTH BANK EFTPOS RETAILER NAME ADDRESS MERCH: 123456789012345 TERMINAL: 12345678

COMMONWEALTH BANK EFTPOS RETAILER NAME ADDRESS MERCH: 123456789012345 TERMINAL: 12345678

MERCHANT COPY CARD: 535317 777 EXPIRY DATE: 12/09 CREDIT 000141 PURCHASE $ 6.00 TOTAL AUD $ 6.00 CBA MASTER CARD

MERCHANT COPY CARD: 535317 777 EXPIRY DATE: 12/09 CREDIT 000141 REFUND $ 6.00 TOTAL AUD $ 6.00 CBA MASTER CARD

REF NO.: **SIGNATURE REQUIRED** X .......................................... PLEASE SIGN HERE

REF NO.: **SIGNATURE REQUIRED** X .......................................... PLEASE SIGN HERE

RESPONSE CODE 00 31 DEC 2009 08:52

RESPONSE CODE 00 31 DEC 2009 08:52

The transaction is now complete and the terminal returns to idle state.

18

19

Processing during downtime

There are times when the Bank’s host system cannot be contacted or the system/card issuer is unavailable. In this case, an offline voucher receipt will print for all transactions. If your terminal does not have offline vouchers, you will have to use an imprinter and manual voucher (CC201 for credit cards and CC581 for debit cards) to take a record of the card and transaction details. Procedures for completing transactions are the same whether the terminal provides you with an offline voucher or you use the imprinter with manual vouchers: ■

check the commencement date and expiry date of the card to ensure it is valid. Ensure all details on the voucher are complete;

■

if the transaction is above your floor limit, ring for authorisation and record the authorisation number on the voucher;

■

have the cardholder sign the voucher and check the signature against the signature on the card;

■

do not provide cashout during downtime.

Once your EFTPOS LITE terminal is operational again, key the transaction details for all offline voucher receipts and manual vouchers into the terminal using the voucher entry function.

Entering downtime vouchers

Screen

Definition

COMMONWEALTH BANK EFTPOS READY PUR REF EFT SYS

The 4th line of the ready screen is a ‘horizontal’ menu. Select EFT Other Functions using the yellow key underneath ‘EFT’.

EFT 1 Cashout Trans 2 MOTO Trans 3 Totals 4 Duplicate Receipt 5 Administration 6 Special Functions

This is a ‘vertical’ menu. The first 4 lines are displayed. Use the ‘up’ or ‘down’ keys to see the other items. Admin is selected by keying the number next to ‘Administration’, in this example, 5.

EFT MENU Password?

ADMINISTRATION 1 Voucher Entry 2 Reports 3 Limits 4 User Passwords

A valid Manager Password is required for entry to this menu. ‘Incorrect, Retry’ is displayed if the password entered is incorrect. This screen is presented to allow selection of the Administration menu item. Press ‘1’ to select Voucher Entry.

If Voucher Entry is selected:

Screen VOUCHER Entry 1 Purchase 2 Refund

20

Definition This screen is presented to allow selection of the transaction type. Press ‘1’ to select entry of a Purchase transaction. (For a Refund transaction, press ‘2’, then follow the same procedure below).

21

PURCHASE VOUCHER Auth. Number?

PURCHASE VOUCHER Account Number?

This screen is presented to prompt for entry of customer’s Card Number.

PURCHASE VOUCHER Account Number? Entry Error, Retry

If the number entered is less than 4 or more than 19 digits or is invalid, this error is displayed and the entry may be retried. If re-entries fail, manual processing must be done.

PURCHASE VOUCHER Card Sequence No.?

This screen is presented to prompt for entry of the two-digit Card Sequence Number from the voucher. The ‘OK’ key may be pressed to bypass this prompt.

PURCHASE VOUCHER Expiry Date (MMYY)?

This screen is presented to prompt for entry of the four-digit Card Expiry Date from the voucher.

Entry Error, Retry Invalid Date, Retry Invalid Date, Retry Card Expired, Retry

If the date is not four digits, or the year is invalid, or the month is not between 01 and 12, or the card has expired, these messages will appear on the bottom line of the screen.

PURCHASE VOUCHER Purchase Amount?

‘Purchase’ or ‘Refund’ will display depending on the type of Voucher. Enter the amount, then ‘OK’.

VOUCHER RECEIPT Approved Printing

This screen is shown when the voucher is approved. An Offline Voucher Received Receipt is Printed.

VOUCHER RECEIPT Rejected Printing

This screen is shown when the voucher is NOT approved. An Offline Voucher Rejected Receipt is printed.

Offline Voucher

Offline Entry Receipt

COMMONWEALTH BANK EFTPOS RETAILER NAME ADDRESS MERCH: 123456789012345 TERMINAL: 12345678

COMMONWEALTH BANK EFTPOS RETAILER NAME ADDRESS MERCH: 123456789012345 TERMINAL: 12345678

OFFLINE VOUCHER CARD: 56027900000077777 CARD SEQUENCE NUMBER: 01 EXPIRY DATE: 12/09 SAVINGS 000141 PURCHASE $ 6.00

VOUCHER ENTRY CARD: 56027900000077777 EXPIRY DATE: 12/09 SAVINGS 000141 PURCHASE $ 6.00 TOTAL AUD $ 6.00

AUTH NO. **SIGNATURE REQUIRED**

Entry Voucher Date

Enter date

X .......................................... PLEASE SIGN HERE

Entry Voucher TIME

Enter time

31 DEC 2009 08:52

PURCHASE VOUCHER Total $xxxxxx.xx SSSSSSSS Please wait

22

This screen is presented to prompt for Authorisation Number entry. The ‘OK’ key may be pressed to bypass this prompt. ‘PURCHASE VOUCHER’ or ‘REFUND VOUCHER’ displays depending on the transaction type. The Authorisation Number field is an alphanumeric field.

31 DEC 2009 08:52 CBA MASTERCARD RECEIVED FOR PROCESSING 31 DEC 2009 14:15

While the Host is processing the message, this screen is displayed. SSSSSSSS is the status of the transaction which progresses through ‘Dialling’, ‘Connected’, ‘Sending’, and ‘Receiving’.

23

Damaged credit card processing

If a card, when swiped, displays a ‘DAMAGED CARD’ message, the transaction can be manually keyed. This is only available for CREDIT cards.

PURCHASE Card Check Value?

This screen is presented to prompt for entry of the Card Check Value printed on the back of the customer’s card, following the card number. It is usually three digits. ‘Entry Error, Retry’ is shown if less than 3 digits are keyed. The ‘OK’ key may be pressed to bypass this prompt.

PURCHASE Card Imprint Taken? No Yes

This screen appears to prompt the operator to take a card imprint. Once the imprint is taken, press the yellow key to select YES. Selecting NO cancels the transaction.

PURCHASE Purchase Amount?

The prompt to enter the amount is then displayed. Type the amount, with cents, no decimal point, and then press the green OK key.

The Damaged Card function must be enabled for this terminal. If not enabled, ‘NOT ALLOWED’ is displayed, if manual entry is attempted. In the example shown below, a PURCHASE has been selected.

PURCHASE Swipe card Damaged Card, retry

If an error reading the card occurs, the prompt to retry appears at the bottom of the screen. Swipe the card again. If the retry fails, key in the card-number.

PURCHASE Account Number?

After keying starts, this screen appears. Continue to key the card-number then press OK. If the number entered is less than 4 digits or more than 19 digits or is invalid, the message ‘Entry Error, Retry’ is displayed.

PURCHASE Card Sequence No.?

PURCHASE VOUCHER Expiry Date (MMYY)? Entry Error, Retry Invalid Date, Retry Invalid Date, Retry Card Expired, Retry

24

This screen is presented to prompt for entry of the two-digit Card Sequence Number from the card. The ‘OK’ key may be pressed to bypass this prompt. This screen is presented to prompt for entry of the four-digit Card Expiry Date from the card. If the date is not four digits, or the year is invalid, or the month is not between 01 and 12, or the card has expired, these messages will appear on the bottom line of the screen.

PURCHASE Total $xxxxxx.xx Select Account CR

The account selection screen is then displayed. $xxxxxx.xx is the total transaction amount. Use a yellow function key to select the account type CR.

PURCHASE CREDIT Total $xxxxxx.xx Enter PIN & OK

This screen allows PIN entry. If a CREDIT card does not have a PIN, the customer can just press OK.

PURCHASE XXXXXXX Total $xxxxxx.xx SSSSSSSS Please wait

While the Host is processing the message, this screen is displayed. Ssssssss is the status of the transaction which progresses through ‘Dialling’, ‘Connected’, ‘Sending’, and ‘Receiving’.

MERCHANT RECEIPT Approved 08 Printing

This screen is shown when the purchase is approved. A Transaction Receipt (Merchant Copy) is printed.

MERCHANT RECEIPT Declined xx Printing

This screen is presented whilst a ‘declined transaction’ receipt is printed. A Transaction Receipt (Merchant Copy) is printed. (Processing is complete and the terminal returns to the Idle state.) xx = Declined Code.

25

Printer functions

MERCHANT RECEIPT Cardholder to Sign Signature Valid? No Yes

This screen is presented to prompt the operator to verify the cardholder’s signature. If the signature matches the one on the card select ‘Yes’. If you select ‘No’ the transaction is reversed.

CUSTOMER RECEIPT Printing

This screen is presented whilst the Transaction Receipt (Customer Copy) is printed.

The transaction is now complete and the terminal returns to idle state. If REFUND was selected initially, the card entry is as above and the transaction completes as for a normal REFUND.

For all transactions which require a printed receipt, a warning will display if the printer runs out of paper or the printer cover is open. (The paper has a pink colour approximately one metre from the end of the roll). If the paper runs out or the cover is open, then follow the below processing. The transaction result displayed on the screen still stands, regardless of the paper running out.

MERCHANT RECEIPT Approved 00 PRINTER COVER OPEN

The printer cover is open. The terminal beeps. You now have time to fix the problem.

MERCHANT RECEIPT Approved 00 PRINTER OUT OF PAPER

The printer has run out of paper. The terminal beeps. You now have time to fix the problem.

MERCHANT RECEIPT Reprint now? No Yes

This screen appears when the problem has been fixed. Select ‘Yes’ to reprint the receipt and complete the transaction. A ‘customer receipt’ may also be printed as usual.

MERCHANT RECEIPT USE PAPER RECORD Approved 00 Ref. No. xxxxxx

If ‘No’ is selected above or time runs out before the problem is fixed, this screen appears. This screen remains for a period or until ‘clear’ or ‘cancel’ is pressed. You can also use the ‘Duplicate Receipt’ function to reprint the receipt.

Record the Reference Number from the screen above, for the approved transaction, on a paper ‘card transaction voucher (CC595)’. A copy of this voucher is given to the customer as their record of the transaction. You should keep your copy of the voucher for six months. As this type of transaction is processed online, payment is received via your daily settlement and, as such, your copy of the card transaction voucher is a record only and should not be banked.

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Duplicate receipts

Online transactions can still be processed even if you have no paper. The transaction processing procedure remains the same, but a card transaction record voucher must be completed, as above, including the Reference Number from the screen. More paper rolls can be ordered through the Stationery IVR service on 1800 007 251.

Other errors

If you are unsure whether the last transaction you processed was approved, perhaps because the tally roll jammed, you can clear the printer and use the duplicate receipt function to verify the outcome of the transaction. Instead of re-inputting the transaction which may double charge the cardholder, the duplicate receipt function allows you to reprint the last completed transaction. It will show all the details of the transaction and whether the transaction was approved.

If your printer is jammed or fails to print, then remove the paper so that processing procedures on the previous page can be used. You can also use the ‘Duplicate Receipt’ function to reprint the last receipt attempted.

Screen COMMONWEALTH BANK EFTPOS READY PUR REF EFT SYS EFT 1 Cashout Trans 2 MOTO Trans 3 Totals 4 Duplicate Receipt 5 Administration 6 Special Functions

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Definition The 4th line is a ‘horizontal’ menu. EFT Other Functions is selected using the yellow key underneath ‘EFT’. This is a ‘vertical’ menu. The first 4 lines are displayed. Use the ‘up’ or ‘down’ keys to see the other items. Duplicate Receipt is selected by keying the number next to ‘Duplicate Receipt’, in this example, 4.

DUPLICATE RECEIPT Printing…

This screen is presented while a duplicate of the last transaction receipt is printed. After printing the terminal returns to the Main Menu.

DUPLICATE RECEIPT No Transaction

If there is no last transaction in memory, this message is displayed briefly before the terminal returns to the Main Menu.

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Total reports

Reconciliation – the process by which the value of transactions processed through your terminal is deposited to your nominated bank account. Payment for your transactions occurs automatically once a day. By using this function you can initiate a settlement prior to the automatic settlement. Once the reconciliation has gone for processing it will print a receipt. NOTE: A merchant initiated settlement is available between 0.01 and 21.45 (EST). If settlement is not initiated during this time frame, the Bank will settle on your behalf at 21.45 (EST). Previous settlement – this function allows you to view the totals of your previous settlement. Cumulative totals – indicates the business transacted through the terminal since the last reconciliation you processed.

Screen COMMONWEALTH BANK EFTPOS READY PUR REF EFT SYS

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Definition The 4th line is a ‘horizontal’ menu. EFT Other Functions is selected using the yellow key underneath ‘EFT’.

EFT 1 Cashout Trans 2 MOTO Trans 3 Totals 4 Duplicate Receipt 5 Administration 6 Special Functions

This is a ‘vertical’ menu. The first 4 lines are displayed. Use the ‘up’ or ‘down’ keys to see the other items. Totals are selected by keying the number next to ‘Totals’, in this example, 3.

EFT MENU Password?

A valid Manager Password is required for entry to this menu. ‘Incorrect, Retry’ is displayed if the password entered is incorrect.

TOTALS 1 Reconciliation 2 Last Settlement 3 Cumulative Totals

This screen is presented to allow selection of the Totals menu item. Select the type of Total you wish to use, by pressing the number next to that Total option. The terminal will then print that total.

To select Reports: Screen COMMONWEALTH BANK EFTPOS READY PUR REF EFT SYS

Definition The 4th line of the ready screen is a ‘horizontal’ menu. EFT is selected using the yellow key underneath ‘EFT’.

EFT 1 Cashout Trans 2 MOTO Trans 3 Totals 4 Duplicate Receipt 5 Administration 6 Special Functions

This is a ‘vertical’ menu. The first 4 lines are displayed Use the ‘up’ or ‘down’ keys to see the other items. Admin is selected by keying the number next to ‘Administration’, in this example, 5.

ADMINISTRATION 1 Voucher Entry 2 Reports 3 Limits

This screen is presented to allow selection of the Administration menu item. Press ‘2’ to select Reports.

1 USERS REPORT

Press ‘1’ to select Users Report.

TRANSACTIONS REPORT REPORT Printing…

This screen display while the report is printing on the terminal. If there are no transactions recorded, then ‘No Transactions’ is displayed briefly.

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Changing passwords

Passwords are required to access many of the terminal functions, to protect you from unauthorised use of the terminal. There are several password levels available. Operator Password allows you to complete Refund transactions up to a limit specified by the Manager. Multiple operators or users may be setup, each with a different password and similar or differing limits. Manager Password allows access to the Totals, Administration and System menus and to approve Refunds above the Operator limit and below the terminal refund limit. Note: ‘Special Functions’ in the EFT Menu requires a Bank or Help-desk password.

Screen COMMONWEALTH BANK EFTPOS READY PUR REF EFT SYS EFT 1 Cashout Trans 2 MOTO Trans 3 Totals 4 Duplicate Receipt 5 Administration 6 Special Functions EFT MENU Password?

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Definition The 4th line is a ‘horizontal’ menu. EFT Other Functions is selected using the yellow key underneath ‘EFT’. This is a ‘vertical’ menu. The first 4 lines are displayed. Use the ‘up’ or ‘down’ keys to see the other items. Admin is selected by keying the number next to ‘Administration’, in this example, 5.

ADMINISTRATION 1 Voucher Entry 2 Reports 3 Limits 4 User Passwords

This screen is presented to allow selection of the Administration menu item. The last option: ‘4. User Passwords’ may be seen by pressing the ‘down’ button. Press the number ‘4’ to select ‘User Passwords’.

USER PASSWORDS 1 Add Operator 2 Change Operator 3 Delete Operator 4 Change Manager

This screen is presented to allow selection of the Password menu item. The last option: ‘4. Print User Report’ may be seen by pressing the ‘down’ button. Press the number ‘1’ to select ‘Add a New User’.

ADD OPERATOR User Name?

This screen prompts for the new user’s name. Alpha characters are entered as per a mobile phone, e.g. enter A twice to select letter B.

ADD OPERATOR Password?

This screen prompts for the new user’s password. If the Password has already been allocated, ‘Used, Try Again…’ will be displayed briefly and another password may be selected. If OK, ‘Record Added…’ will be displayed briefly. Processing returns to ‘Add Operator’.

A valid Manager Password is required for entry to this menu. ‘Incorrect, Retry’ is displayed if the password entered is incorrect.

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Changing user’s details

USER PASSWORDS 1 Add Operator 2 Change Operator 3 Delete Operator 4 Change Manager CHANGE USER DETAIL User Name: < user name > Prev Next

This option allows the details for an existing user to be changed. The operator may browse through the list and select a user to be changed by pressing the OK key.

CHANGE USER DETAIL Password?

Once a user has been selected, the operator is prompted to enter a new Password for the user. Note. Password digits are echoed to the display as ‘*’ characters.

CHANGE USER DETAIL Password (again)?

USER PASSWORDS 1 Add Operator 2 Change Operator 3 Delete Operator 4 Change manager DELETE A USER User Name: < user name > Prev Next

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Press the number ‘2’ to select ‘Change User Detail’.

The operator is prompted to confirm the new Password for the user. If the Password has already been allocated, ‘Used, Try Again…’ will be displayed briefly and another password may be selected. If OK, ‘Record Added…’ will be displayed briefly. Processing returns to select another User. Press the number ‘3’ to select ‘Delete Operator’.

The operator may browse through the list and select a user to be deleted by pressing the OK key ‘Record Deleted…’ will be displayed briefly. The ‘Select User’ screen is then represented to allow additional users to be deleted – if required.

Changing limits

The terminal requires the input of a password for all refund transactions. You can set two (Operator and Manager) levels of Refund Limit, to help control access to the refund facility and to provide greater protection against fraud. For further protection, the Bank has also set a maximum terminal limit. (You will need to contact the Bank to make refunds above this limit.) The Manager password allows processing of refunds up to the terminal’s limit or a lesser amount set by you. The Operator password only allows refunds up to the limit set for all operators. For example, if the Operator limit is set to $50.00, all refunds under this amount can be made by inputting either the Manager password or any Operator password, whilst any refund above $50.00 and up to the Manager or terminal limit can only be processed with the Manager password.

Screen

Definition

COMMONWEALTH BANK EFTPOS READY PUR REF EFT SYS

The 4th line of the ready screen is a ‘horizontal’ menu. Select EFT Other Functions using the yellow key underneath ‘EFT’.

EFT 1 Cashout Trans 2 MOTO Trans 3 Totals 4 Duplicate Receipt 5 Administration 6 Special Functions

This is a ‘vertical’ menu. The first 4 lines are displayed. Use the ‘up’ or ‘down’ keys to see the other items. Admin is selected by keying the number next to ‘Administration’, in this example, 5.

EFT MENU Password?

A valid Manager Password is required for entry to this menu. ‘Incorrect, Retry’ is displayed if the password entered is incorrect.

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Other terminal functions

This screen is presented to allow selection of the Administration menu item. Press ‘3’ to select updating of Limits.

A number of specialised functions are accessed from the System Menu, accessible with the Manager Password.

LIMITS 1 Refunds

Press ‘1’ to select updating of Refund Limits.

All other functions must only be used when advised to do so by the Bank’s Help Desk.

LIMITS 1 Manager Limit 2 Operator Limit

Press ‘1’ to select updating of Manager Limit or ‘2’ for the limit for Operators.

LIMITS Manager Limit? $0.00

The current limit value is shown on the third line. Enter the desired new limit value and press OK. The limit-type screen above is then shown again.

LIMITS Operator Limit? $0.00

If Operator limit was selected, this screen is shown. The current limit for all operators is shown. Enter the desired new limit value and press OK. The limit-type screen above is then shown again.

ADMINISTRATION 1 Voucher Entry 2 Reports 3 Limits

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The only function recommended for general use is ‘Reboot’, which restarts the terminal if it has locked up or you are advised to do so by the Bank’s Help Desk.

Screen

Definition

COMMONWEALTH BANK EFTPOS READY PUR REF EFT SYS

The 4th line of the ready screen is a ‘horizontal’ menu. System Menu is selected using the yellow key underneath ‘SYS’.

SYSTEM 1 Configuration 2 Reboot 3 Applications 4 Diagnostics

This screen is presented to allow selection of the System menu item. Press the number ‘2’ to select ‘Reboot’.

RESTART TERMINAL Proceed? No Yes

The operator is prompted to confirm their request to reboot the terminal. If the operator chooses YES to restart the terminal, the terminal will power off and restart. If the operator chooses NO to not restart the terminal, the ‘System’ menu options screen is represented.

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Transacting using MOTO (Mail Order/Telephone Order)

MOTO processing allows you to perform a credit card transaction for purchases or refunds made via telephone or mail. Only purchase and refund transactions can be processed through MOTO. As the transaction is conducted over the phone or through the mail there is no requirement for a signature. The rules governing MOTO transactions are provided to you on approval. You should ensure that you and your staff are fully aware of the responsibilities of conducting MOTO transactions. MOTO transactions are always processed online. Offline voucher processing option is not available.

Screen COMMONWEALTH BANK EFTPOS READY PUR REF EFT SYS

The 4th line of the ready screen is a ‘horizontal’ menu. EFT Other Functions is selected using the yellow key underneath ‘EFT’.

EFT 1 Cashout Trans 2 MOTO Trans 3 Totals 4 Duplicate Receipt 5 Administration 6 Special Functions

This is a ‘vertical’ menu. The first 4 lines are displayed. Use the ‘up’ or ‘down’ keys to see the other items. MOTO is selected by keying ‘2’.

MOTO TRANSACTION 1 MOTO Purchase 2 MOTO Refund

This screen is presented to allow selection of the MOTO type. Press ‘1’ to select entry of a Purchase. (For a Refund, press ‘2’, then follow the same procedure below.)

MOTO PURCHASE Account Number?

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Definition

This screen is presented to prompt for customer’s Card Number entry. ‘MOTO PURCHASE’ or ‘MOTO REFUND’ displays depending on the transaction type.

MOTO PURCHASE Account Number? Entry Error, Retry

If the number entered is less than 4 or more than 19 digits or is invalid, this error is displayed and the entry may be retried.

MOTO PURCHASE Expiry Date (MMYY)?

This screen is presented to prompt for entry of the four-digit Card Expiry Date from the voucher.

Entry Error, Retry Invalid Date, Retry Invalid Date, Retry Card Expired, Retry

If the date is not four digits, or the year is invalid, or the month is not between 01 and 12, or the card has expired, these messages will appear on the bottom line of the screen.

MOTO PURCHASE Purchase Amount?

‘Purchase’ or ‘Refund’ will display depending on the type of transaction. Enter the amount, then ‘OK’.

MOTO PURCHASE CREDIT Total $xxxxxx.xx SSSSSSSS Please wait

While the Host is processing the message, this screen is displayed. Ssssssss is the status of the transaction which progresses through ‘Dialling’, ‘Connected’, ‘Sending’, and ‘Receiving’.

MOTO RECEIPT Approved 08 Printing

This screen is shown when the MOTO is approved. A MOTO Receipt is printed.

MOTO RECEIPT Rejected xx Printing

This screen is shown when the MOTO is NOT approved. xx = Rejected code.

MOTO PURCHASE CREDIT EFT Unavailable Process Later

This screen is shown where the Host was unavailable or the transaction timed out. Offline processing is not available for MOTO. Try again later.

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XPOS

MOTO Purchase

MOTO Refund

COMMONWEALTH BANK EFTPOS RETAILER NAME ADDRESS MERCH: 123456789012345 TERMINAL: 12345678

COMMONWEALTH BANK EFTPOS RETAILER NAME ADDRESS MERCH: 123456789012345 TERMINAL: 12345678

MOTO CARD: 53531600000077777 EXPIRY DATE: 12/09 CREDIT 000141 PURCHASE $ 6.00 TOTAL AUD $ 6.00 KEYCARD MOTO APPROVED 08 31 DEC 2009 08:52

MOTO CARD: 53531600000077777 EXPIRY DATE: 12/09 CREDIT 000141 REFUND $ 6.00 TOTAL AUD $ 6.00 KEYCARD MOTO APPROVED 08 31 DEC 2009 08:52

XPOS is an additional software application that will be available in 2005 by request on the EFTPOS LITE terminal.* XPOS turns your EFTPOS LITE terminal into a virtual store allowing you to sell products and services in the form of a voucher printed from the terminal. Products available range from pre-paid mobile recharge, internet recharge, calling cards, SMS, ringtones and CityLink tolling passes. Using XPOS is as easy as selecting a product from a menu on the EFTPOS LITE terminal, accepting payment, then printing the product. XPOS automates the physical distribution of products and services providing the benefits of eliminating capital outlay, shelf space requirements and reducing the chance of theft. If you already have XPOS please refer to your XPOS Operator Guide for instructions on processing XPOS transactions. If you would like to inquire about having XPOS installed on your terminal for no additional cost, please contact the Business Line on 13 1998, Monday to Friday, 9am-5pm. * Standard EFTPOS fees and charges still apply.

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Terminal error messages

Terminal display

Printer message

Code

APPROVED

APPROVED 00

00

DECLINED 01 REFER CARD ISSUER

DECLINED 01

01

DECLINED 01 PLEASE CONTACT AMEX HELP DESK

DECLINED 01

01

INVALID MERCHANT

DECLINED 03

03

SIGNATURE REQUIRED REFERENCE XXXXXXX VALID SIGNATURE? NO/YES

APPROVED 08

08

APPROVED

APPROVED 11

11

DECLINED 12 INVALID TRANSACTION OTHER PAYMENT REQUIRED

DECLINED 12

12

DECLINED 13 INVALID AMOUNT PLEASE TRY AGAIN

DECLINED 13

13

DECLINED 14 CARD NUMBER INVALID OTHER PAYMENT REQD

DECLINED 14

14

DECLINED 19 PROCESSING ERROR PLEASE TRY AGAIN

DECLINED 19

DECLINED 30 PROCESSING ERROR PLEASE TRY AGAIN

DECLINED 30

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Terminal display

Printer message

Code

DECLINED 31 CARD NOT SUPPORTED OTHER PAYMENT REQD

DECLINED 31

31

DECLINED 33 PHONE AUTH CENTRE

DECLINED 33

33

DECLINED 39 CREDIT ACCOUNT NOT LINKED TO CARD

DECLINED 39

39

DECLINED 41 PHONE AUTH CENTRE

DECLINED 41

41

DECLINED 43 PHONE AUTH CENTRE

DECLINED 43

43

DECLINED 51 REFER CARD ISSUER

DECLINED 51

51

DECLINED 52 CHEQUE ACCOUNT NOT LINKED TO CARD

DECLINED 52

52

DECLINED 53 SAVINGS ACCOUNT NOT LINKED TO CARD

DECLINED 53

53

19

DECLINED 54 PHONE AUTH CENTRE

DECLINED 54

54

DECLINED 55

55

30

DECLINED 55 INCORRECT PIN TRY AGAIN? NO/YES

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Terminal display

Printer message

Code

DECLINED 56 CARD NOT VALID OTHER PAYMENT REQD

DECLINED 56

56

DECLINED 57 TRAN NOT ALLOWED OTHER PAYMENT REQD

DECLINED 57

57

DECLINED 58 TRAN NOT ALLOWED OTHER PAYMENT REQD

DECLINED 58

58

DECLINED 59 PHONE AUTH CENTRE

DECLINED 59

59

DECLINED 60 PROCESSING ERROR PHONE HELP DESK

DECLINED 60

60

DECLINED 61 DAILY LIMIT USED OTHER PAYMENT REQD

DECLINED 61

61

DECLINED 62 TRAN NOT ALLOWED OTHER PAYMENT REQD

DECLINED 62

62

DECLINED 67 PHONE AUTH CENTRE

DECLINED 67

67

DECLINED 75 EXCESS PIN TRIES REFER CARD ISSUER

DECLINED 75

75

DECLINED 91 ISSUER UNAVAILABLE VOUCHER REQD NO ISSUER

DECLINED 91

91

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Terminal display

Printer message

Code

DECLINED 94

DECLINED 94

94

DECLINED 96 PHONE HELP DESK

DECLINED 96

96

MAC ERROR PHONE HELP DESK

DECLINED 98

98

DECLINED R1 PIN BLOCK ERROR PHONE HELP DESK

DECLINED R1

R1

DECLINED S1 CALL FOR AUTH

DECLINED S1

S1

DECLINED Z1 LOWER AMOUNT OR OTHER PAYMENT REQD

DECLINED Z1

Z1

DECLINED Z3 INVALID AMOUNT PLEASE TRY AGAIN

DECLINED Z3

Z3

DECLINED Z6 TRY AGAIN CARD MUST BE SWIPED

DECLINED Z6

Z6

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Where to get Help

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EFTPOS Help Desk 24 hours, 7 days Call Freecall* 1800 022 966 to report terminal faults or failures.

■

Merchant enquiries Mon to Fri 9am-5pm Call Freecall* 1800 230 177 for general merchant enquiries, EFTPOS transaction errors, reconciliation errors, merchant statement enquiries, charge card acceptance through EFTPOS LITE, change of address notification, the collection of unused equipment, business closure and the adding or deleting of terminal functionality.

■

XPOS Help Desk 24 hours, 7 days Call 1300 553 772 to report XPOS faults or for instructions on how to process XPOS transactions.

■

Authorisations 24 hours, 7 days Call Freecall* 1800 813 700 for all over floor limit manual debit card transactions. Call 13 26 36 for all over floor limit manual credit card transactions.

■

Charge cards American Express 1300 363 614 Diners Club 1800 331 112 JCB 1800 807 974 or (02) 9959 7483 for authorisation of all over floor limit manual charge card transactions and any settlement problems relating to charge card transactions.

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Change of ownership & new facility enquiries Monday to Friday 8am-8pm Call 13 1998 Whenever telephoning any of the above numbers, please assist by having your merchant number and terminal number available.

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Stationery ordering service 24 hours, 7 days Call Freecall* 1800 007 251.

* Call to Freecall numbers are free unless made from a mobile phone, which will be charged at the applicable rate.

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