Ingenico iwl251 (GPRS) Card Sales & Refunds. Quick Guide

Transcription

1 Ingenico iwl251 (GPRS) Card Sales & Refunds Quick Guide TRANSAX Merchant Services. All TMS, rights iwl251 reserved. GPRS, TRANSAX Card is Sales a registered & Refunds trademark Quick of FIS Guide, Payments 1215 (UK) v2 Ltd.

2 Index 1. Chip & PIN Sales (Customer Present) 2. Contactless Sales (Customer Present) 3. Card Not Present (CNP) Sales Process 4. Refund Process 5. Referrals Process 6. End of Day Reports Online Resources For full details, also refer to the iwl200 Series Terminal User Guide, this can be found in the Merchant Zone at

3 1. Chip & PIN Sales Process (Customer Present) When accepting payment by credit or debit card when the customer is present at the time of the transaction. For additional information also see the iwl200 Series Terminal User Guide (starting from Section 14, page 13). Ensure that you have a GPRS signal by checking for the signal strength below the signal prompt e.g. (O2-UK) on the READY screen. 1 Key in Amount: and then press ENTER You can enter the value of the transaction with the keypad from the ready screen to initiate a sale or press the MENU key on the terminal, select Sale and then the green ENTER key. Note: You may need to scroll to select Sale depending on how your terminal is configured, by using the f2 and f3 keys. Insert the card, chip first, facing up. 2 Checking card Please wait... Enter the sale value (e.g. for key 1076) and press the green ENTER key. The terminal will now check the card that has been inserted. If cashback has been enabled on your terminal you will be prompted to key the value. 3 Amount PIN: **** Cardholder to key PIN Enter=OK Clear=REKEY The terminal will briefly display a processing message. The customer must enter their 4 digit PIN (Personal Identification Number) - ask them to do this discreetly. To correct any keying errors, press the yellow CLEAR key. Ensure the green ENTER key is pressed after the PIN has been entered. The terminal will connect to Elavon and authorise the transaction, during this time a number of messages will appear on the screen. Continued Overleaf

4 4 AUTH CODE: nnnnn Elavon When the transaction has been authorised the terminal will print the Customer Copy sales receipt: this must be given to your customer in addition to any other invoice receipt that you may provide. You will be prompted to tear off the customer receipt and press ENTER. Should you require a second Customer Copy receipt, press the MENU key to reprint. Your Merchant Copy sales receipt will now be printed and you will be prompted to tear this off. Keep the receipt safe and secure for 18 months as you may be asked to provide it in the event of a Chargeback. To prolong the life of your paper roll please ensure that when tearing receipt copies from the terminal, that the paper is torn from left to right, across the screen. The transaction is now complete and the terminal will return to the READY prompt. If for any reason you are not able to process a Sale transaction using Chip & PIN, follow the instructions in the iwl200 Series Terminal User Guide (Section 15, page 13). Note: You will be charged an Exception Fee if the customer s PIN is not used to verify the transaction (e.g. for a swiped or keyed card transaction) - refer to your Schedule of Fees.

5 2. Contactless Sales (Customer Present) From the ready prompt enter the sale amount of the transaction and press ENTER. A Contactless symbol will be displayed if the amount entered is below the maximum Contactless limit. The cardholder should present their card over the Contactless symbol on the terminal display. The terminal will now print the Merchant Copy receipt and you will be prompted to tear this off. Keep the receipt safe and secure for 18 months as you may be asked to provide it in the event of a Chargeback. If the customer requests a receipt this must be done before the next transaction takes place. From the idle screen press the decimal point key (. ) to print a customer receipt.

6 3. Card Not Present (CNP) Sales Process When accepting payment by credit or debit card when the customer is not present at the time of the transaction e.g. telephone order / mail order. 1 Key in Amount: and then press ENTER Press the MENU key on the terminal, select Sale and then the green ENTER key. Note: You may need to scroll to select Sale depending on how your terminal is configured, by using the f2 and f3 keys. Enter the sale value (e.g. for key 1076) and press the green ENTER key. 2 Insert or Swipe Card to continue < or press Cancel key> When you see this screen, key the card number (the longer number in the middle of the card) and press the green ENTER key. 3 Key expiry date MMYY 0115 and then press ENTER Enter the expiry date MMYY and press the green ENTER key. Note: The terminal may also ask for an Issue Number, printed on certain types of debit cards. The screen will ask whether the customer is present. For all Card Not Present (CNP) transactions press Clear to select NO. The screen will now ask for the card security code. This 3 digit number can typically be found on the reverse of the customer s card (4 digits for Amex on the front of the card). Press ENTER to continue. Continued Overleaf

7 4 Key in Numerics From The Postcode: and then press ENTER This step refers to AVS (Address Verification Service). Enter the numbers from the customer s post code and press the green ENTER key. e.g. for B91 2AA, key 912 and press the green ENTER key. 5 6 Key in First Five Digits Of The Address: and then press ENTER AUTH CODE: nnnnn Elavon Key in the house number (up to 5 digits) of the registered customer address - this will need to match the address at which the customer has registered their card and typically will be the postal address for bank statements. The terminal will connect to Elavon to obtain an authorisation, during this time a number of messages will appear on the screen. When the transaction has been authorised, the terminal will print the Customer Copy sales receipt; this must be given to your customer in addition to any other invoice receipt that you may provide. You will be prompted to tear off the Customer Copy receipt and press ENTER. Should you require a second Customer Copy receipt, press the MENU key to reprint. Your Merchant Copy sales receipt will now be printed and you will be prompted to tear this off. Keep the receipt safe and secure for 18 months as you may be asked to provide it in the event of a Chargeback. To prolong the life of your paper roll please ensure that when tearing receipt copies from the terminal, that the paper is torn from left to right, across the screen. The transaction is now complete and the terminal will return to the READY prompt.

8 4. Refund Process A Refund is when the value of a transaction is credited back to a card for a Sale that may have been processed earlier in the day or on a previous date, e.g. when goods are returned. The process should be used therefore when a Sale transaction has already occurred on the same card, for the same value. For additional information also see the iwl200 Series Terminal User Guide (Section 18, page 18) this can be found in the Merchant Zone at 1 REFUND Key in Amount: and then press ENTER Press the MENU key on the terminal, select Refund and then the green ENTER key. Note: You may need to scroll to select Refund depending on how your terminal is configured by using f2 and f3 keys. Enter the refund value (e.g. for key 1076) and press the green ENTER key. 2 REFUND Insert or Swipe Card to continue < or press Cancel key> The terminal will prompt you to insert or swipe the customer s card to continue. For Chip & PIN cards, insert the customer s card with the chip facing up. Note: Card details can also be keyed into the terminal if Chip & PIN / Swipe are not possible. 3 REFUND Checking card Please wait... The terminal will now check the card that has been inserted or swiped. Note: Depending on how your service is configured, you may be required to swipe a Supervisor Card before proceeding. Continued Overleaf

9 4 REFUND AUTH CODE: nnnnn Elavon The terminal will connect to Elavon and authorise the transaction, during this time a number of messages will appear on the screen. 5 Tear Off MERCHANT RECEIPT Press ENTER if OK Press MENU to Reprint Your Merchant Copy refund receipt will now be printed and you will be prompted to tear this off. Please ask your customer to sign the receipt in the area provided. 6 REFUND Signature OK? Enter=YES Clear=NO Check the customer signature against the signature on the reverse of their card. If the two match, press ENTER to continue otherwise press CLEAR to cancel. Keep the receipt safe and secure for 18 months as you may be asked to provide it in the event of a Chargeback. For further information regarding Refunds, see Section 18, (page 18) of the iwl200 Series Terminal User Guide, this can be found in the Merchant Zone at Continued Overleaf

10 7 Printing CUSTOMER RECEIPT Please Wait... 8 Tear Off Customer Receipt Press ENTER if OK Press MENU to Reprint When the transaction has been authorised the terminal will print the Customer Copy sales receipt; this must be given to your customer in addition to any other refund receipt that you may provide. To prolong the life of your paper roll please ensure that when tearing receipt copies from the terminal, that the paper is torn from left to right, across the screen. The REFUND transaction is now complete and the terminal will return to the READY prompt. 5. Referrals Process Occasionally you will receive a referral response message. Follow the Miscellaneous Prompts table in the iwl200 Series Terminal User Guide (Section 51, page 40) this can be found in the Merchant Zone at

11 6. End of Day Reports End of Day Banking should be performed every day as this is your confirmation of the transaction totals that have been sent to the acquirer. To access the reports menu press the MENU key twice, to access the System Menu. Press ENTER to select Totals. End-of-Day-Banking will be highlighted; press ENTER to select. Swipe your Supervisor Card (follow the display prompts or refer to the User Guide). The terminal will either go online to the acquirer to confirm the totals before printing the report or will print out a report showing the totals. Z-Totals: Select the TOTALS menu as above. Press (F2) to highlight Z-Report and then ENTER to select. Swipe your Supervisor Card and press ENTER. The terminal will print out a report showing the totals taken by the terminal since the last Z-Report and will print Totals Reset at the bottom of the printout. Please refer to the User Guide for a description of the content of the report. X-Totals: Select TOTALS menu as above. Press (F2) to highlight X-Report and then ENTER to select. This report is an exact copy of the Z-Report except that the report will show Totals Not Reset at the the bottom of the printout. This will continue to accumulate until a Z-Report is run. Online Resources To download a detailed User Guide for the iwl200 Series visit the Merchant Zone at

12 PO Box 885 Birmingham B16 9DH United Kingdom T E transax.uk@fisglobal.com W transaxmerchantservices.co.uk Carmichael House 60 Lower Baggot Street Dublin 2 Ireland T TRANSAX Merchant Services is a trading name of FIS Payments (UK) Ltd and FIS Payments (Ireland) Ltd. Telephone: (UK). TMS, Calls charged iwl251 at no GPRS, more than Card national Sales rate). & 01 Refunds (Rep. Quick of Ireland). Guide, Calls 1215 to and v2 from the company may be recorded. Part of FIS (Fidelity National Information Services Inc.) Services are covered by the Financial Ombudsman Service (in the UK).