Ingenico iwl220 Payment Terminal Manual

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1 Ingenico iwl220 Payment Terminal Manual

2 This payment terminal manual is for merchants to provide them with secure processing of card payments via the payment terminal. This manual constitutes an integral part of the Payment Cards Service Agreement and the Payment Terminal Rental Agreement and, by signing these agreements, the Merchant agrees to follow the terms and conditions set out in this manual. Table of contents Keypad features... 3 Swipe card transactions...4 Contactless card transactions...6 Chip card transactions...8 Response codes in the event of transaction failure...10 Transaction revocation...12 Printing out a copy of the receipt...15 Closing a day Messages appearing on the screen...18 Switching the paper roll...19 Technical support assistance with issues related to card transactions: ; poshelp@swedbank.lv communication with technical support: ; pos@hansab.lv Issues reported outside business hours will be registered and solved at the first opportunity (normally on the following business day). 2

3 Keypad features Paper roll switching (opening of plastic cover) Signal receiver Enter menu Menu navigation Swipe reader Advance the paper roll Cancel key Backspace key Confirm entry 3

4 Swipe card transactions Ingenico iwl220 Payment Terminal Message on terminal screen Welcome EUR Insert the card Last four digits: Connection.. Waiting for reply... Transaction completed Action The terminal is in standby mode. Enter the sum of the terminal transaction in cents (e. g. if the sum of the transaction is EUR, enter 1,000). Press the green key after completing the entry.. To correct the sum (one character at a time), press the yellow key. To cancel the transaction, press the red key. Swipe the client s card through the card reader of the terminal. Enter the last four digits of the client s card number Press the green key after completing the entry. To correct the sum (one character at a time), press the yellow key. To delete the whole sum, press the red key. To cancel the transaction, press the red key The terminal will connect to the bank. The terminal will print out the first receipt. twice. Take the receipt and press the key Tear off the receipt and press the green key, to print out the second receipt. To renounce the second receipt, press the red key. Return the bank card to the client. 4

5 The person must be identified according to card acceptance requirements. The first copy of the receipt remains with the merchant, the second one is handed to the buyer. Receipt type Name of the point of sale Address of the point of sale Terminal ID Merchant s registration number and cash register s number Card type Card number (four last digits are shown) Receipt number Time of transaction Authorisation code and transaction type Transaction total Transaction types: T0 on-line transaction (card number is entered manually) T1 on-line transaction (card is read via card reader) T2 off-line transaction (card number is entered manually) T3 off-line transaction (card is read via card reader) Buyer s signature (verify conformity to the signature on the back side of the card) Note indicating the type of the presented document (filled in manually) Number of the presented document, if the sum exceeds the control limit set in the Payment Card Acceptance Agreement (filled in manually) 5

6 Contactless card transactions Ingenico iwl220 Payment Terminal Message on terminal screen Welcome Use the card Reading the card Successful Remove the card Action The terminal is in standby mode. Enter the sum of the terminal transaction in cents (e. g. if the sum of the transaction is EUR, enter 1,000). Press the green key after completing the entry. After entering the sum, one green light will be on PIN pad. To correct the sum (one character at a time), press the yellow key. To cancel the transaction, press the red key. Ask the client to place the card on the signal receiver of PIN pad until a beeping sound is heard. The card has been successfully read if four lights turn on and the device produces a sound indicating successful reading of the card. The terminal will connect to the bank. Transaction is completed Take the receipt and press the key The terminal will print out the first receipt. Tear off the receipt and press the green key, to print out the second receipt. To renounce the second receipt, press the red key. In the case the transaction exceeds a certain limit for some bank cards, the terminal may require the signature of the client, and the merchant must verify the signature on the back side of the card. If the signature is authentic, press the green key on the terminal. If the signature is not authentic, the goods cannot be sold to the client and the transaction must be cancelled by pressing the red key. If the sum of the contactless card transaction exceeds the allowed transaction limit, the PIN pad will prompt the card to be inserted in the card reader and a chip card transaction will be performed (see Chip card transactions, page 8). The first copy of the receipt remains with the merchant, the second one is handed to the buyer. 6

7 Receipt type Name of the point of sale Address of the point of sale Terminal ID Merchant s registration number and cash register s number Card type Card number (four last digits are shown) Receipt number Time of transaction Authorisation code and transaction type Transaction total Confirmation upon successful contactless card transaction Transaction types: T1 on-line transaction (card is read via card reader) T3 off-line transaction (card is read via card reader) 7

8 Chip card transactions Attention! When paying with a chip card, make sure to use the chip. Ingenico iwl220 Payment Terminal Message on terminal screen Welcome EUR Insert the card Action The terminal is in standby mode. Enter the sum of the terminal transaction in cents (e. g. if the sum of the transaction is EUR, enter 1,000) Press the green key after completing the entry. To correct the sum (one character at a time), press the yellow key. To cancel the transaction, press the red key. Insert the bank card in the chip card reader of the PIN pad connected to the terminal, or ask the client to insert the card.! Enter PIN PIN OK Connection... Waiting for reply... Transaction is completed Ask the client to enter their bank card s PIN on the PIN pad The green key the PIN pad must be pressed. To correct the PIN (one character at a time), press the yellow key. To cancel the transaction, press the red key. If the correct PIN has been entered, the terminal will connect to the bank The terminal will print out the first receipt on Take the receipt and press the key Tear off the receipt and press the green key, to print out the second receipt. To renounce the second receipt, press the red key. Ask the client to remove their bank card from the chip card reader. 8

9 The first copy of the receipt remains with the merchant, the second one is handed to the buyer. In the case the chip card transaction fails and the terminal screen displays Use a swipe card, perform the transaction according to the swipe card transactions instructions. In exceptional circumstances, the chip card may not require entering of the PIN, or the client may refuse to enter their PIN by pressing the cancellation key. If the transaction is nevertheless completed (depending on the decision of the bank), the terminal will print out a receipt with the text PIN NOT CHECKED. In this case the receipt may have additional fields for providing signature and indicating the document presented. Receipt type Name of the point of sale Address of the point of sale Terminal ID Merchant s registration number and cash register s number Card type Card number (four last digits are shown) Receipt number Time of transaction Authorisation code and transaction type Transaction total Confirmation upon successful payment Transaction types: T0 on-line transaction (card number is entered manually) T1 on-line transaction (card is read via card reader) T2 off-line transaction (card number is entered manually) T3 off-line transaction (card is read via card reader) 9

10 Response codes in the event of transaction failure Ingenico iwl220 Payment Terminal Message 1xx 100 Declined 101 Card expired Verbal explanation of the code If the terminal prints a code starting with number 1, the card transactions are declined. The card must be returned to the client. 102 Suspected card counterfeit 104 Limited card 105 Contact customer support by phone Contact customer support by phone Invalid merchant. Contact customer support by phone Wrong amount (too large) 111 Invalid card number 112 PIN required 116 Insufficient funds 118 Unknown card 119 Transaction is not allowed for card holder 120 Transaction is not allowed for payment terminal 121 Limit exceeded 123 Exceeds withdrawals time limit 125 Card is not working 10

11 Ingenico iwl220 Payment Terminal Message 2xx 200 Declined 201 Card expired Verbal explanation of the code If the terminal prints a code starting with number 2, the card is misused. Transaction cannot be performed. Card must be confiscated, if possible. 202 Suspected card counterfeit 203 Card is no longer valid 204 Limited card 205 Call the police 208 Lost card 209 Stolen card 210 Forged card Ingenico iwl220 Payment Terminal Message 9xx Verbal explanation of the code If the terminal prints a code starting with number 9, there s a system error preventing performance of the transaction. Contact customer support by phone False transaction Format error System error. Contact customer support by phone No response from card issuer 906 System error 907 No connection to the card issuer 908 Unknown card 909 System error 910 System error 911 No response from card issuer 913 Dual transaction 939 Invalid merchant. Contact customer support by phone

12 Transaction revocation Ingenico iwl220 Payment Terminal Message on terminal screen Action Welcome The terminal is in standby mode. Press the key. Transaction 1 Sending Press the key 2 or select the Annulment option from the menu (to 2 Annulment navigate the menu, use the keys 3 Card transaction and ) and press the green key. 4 Manual transaction Annulment Enter receipt no.: Enter the number of the receipt you wish to revoke and press the green key. Annul? PAN: ****** EUR Transaction no. ***** NO/YES To revoke the transaction, press the red key. To wave transaction revocation, press the green key. NB! The terminal will display the last four digits of the number on the card used to perform the transaction. If the transaction was performed using a contactless card, then the client s card is not required for cancellation and the terminal and PIN pad will display the same text as the one displayed when performing a transaction with a chip card. In the case of chip card transaction. Annulment EUR Use the card Correct card Take the card Insert the bank card in the chip card reader of the PIN pad or ask the client to insert the card Return the bank card to the client. In the case of swipe card transaction. Annulment Swipe the client s card through the card reader. Read the card... Are 1234 the last four digits? NO/YES Correct card Connection.. Waiting for reply Take the receipt and press the key Transaction completed Check the last four digits of the bank card number against the number displayed on the terminal screen. If the numbers match, press the green key, if the number do not match, press the red key. Return the bank card to the client. The terminal will print out the first receipt. Tear off the receipt and press the green key, to print out the second receipt. To renounce the second receipt, press the red key. Return the bank card to the client. 12

13 Sample chip card receipt Sample swipe card receipt Sample contactless card receipt 13

14 In the case the revocable transaction was completed using automated verification, the terminal will connect to the authorisation centre and revoke the transaction. Notes: Transaction revocation is only possible for the full amount until transactions are sent to the bank (by default, the terminal sends transactions to the bank once a day). In the event the terminal displays the message TRANSACTION NOT FOUND, it means that transaction with the entered number has not been performed that day. The transaction was probably completed on the previous day, or transactions have already been sent to the bank, or the transaction has already been revoked. In order to revoke such transaction, the data of the transaction must be sent to Swedbank s Cards Back Office (poshelp@swedbank.lv). 14

15 Printing out a copy of the receipt Ingenico iwl220 Payment Terminal Message on terminal screen Action Welcome The terminal is in standby mode. Press the key. Transaction 1 Sending 2 Annulment 3 Card transaction 4 Manual transaction Press the key 5 or select the Copy of receipt option from the menu (to navigate the menu, use the keys and ) and press the green key. Enter receipt no.: Enter the number of the receipt you wish to print out and press the green key. Copy of receipt Take the receipt and press the key Tear off the receipt and press the green key to have the terminal print out the second receipt. To renounce the second receipt, press the red key. NB! You cannot print out a separate copy of a revoked transaction s receipt. When the number of a transaction receipt that has had a revocation operation performed for it is entered in the terminal, a copy of the transaction revocation receipt is printed out in addition to the copy of the transaction receipt. 15

16 Closing a day The terminal issues a response on the transfer report, indicating the number and total amount of completed transactions. To confirm successful transfer of transactions, the terminal prints the response on the transfer report: SENDING TRANSACTIONS OK. Automatic transfer of transactions Transactions completed during a day can be transferred to the bank either automatically or manually. Automatic transfer will be activated at the time configured for the terminal. If automatic transfer fails Transfer the transactions manually or wait for the next automatic transfer (in this case transactions that failed to be sent will also be transferred this time). Should transfer of transactions fail again during the next automatic transfer, contact Hansab

17 Manual transfer of transactions Ingenico iwl220 Payment Terminal Message on terminal screen Action Welcome The terminal is in standby mode. Press the key. Transaction 1 Sending 2 Annulment 3 Card transaction 4 Manual transaction Press the key 1. or select Sending from the by pressing the green key Transactions Send transaction? Are you sure? NO/YES To send the transactions manually, press the green key. To decline, press the red key. Connection Sending The terminal will send the transactions and print out the transfer report receipt. The terminal will finish printing out the transfer report receipt. 17

18 Messages displayed on the screen Messages displayed upon conducting and revoking payment transactions Message on terminal screen Card error! Try again... Reader error! Read again! Chip card! Try to insert This card cannot be used No transactions Press the key Transaction not found Press the key Number different from the one on card! Transaction declined Invalid PIN Meaning Reading the card failed. Try again. Reading the card failed. Try again. This is a chip card. It cannot be used as a swipe card. This card is not among the accepted cards. No transactions found in the terminal s memory. The revocable transaction is not found in the terminal s memory. A transaction that has already been revoked cannot be revoked again; also, transactions already sent to the bank cannot be revoked. The last four digits of the card number were entered incorrectly. Entering PIN took too long. The buyer has entered the wrong PIN. When the client enters invalid PIN If a client enters invalid PIN three times, the card must be confiscated. The card may only be returned to the card holder after identifying them on the basis of an identification document. The person returning the card must make sure they are dealing with the correct person. The data of the card holder and the presented document must be recorded on the error code receipt printed out by the terminal. Attention! Make sure to timely replace the receipt paper. Use only appropriate thermal paper in the terminal s printer. Do not connect any cables when the terminal is connected to the mains. Do not place the terminal in a too warm, cold or moist location. Do not place the terminal in a location where it could get wet or dusty. Use a cloth dampened with alcohol to clean the surface of the terminal. Use a special cleaning card to clean the terminal s card reader. In the case of a fault, do not repair the terminal yourself call a technician. In the case the chip card transaction fails and the terminal prompts you to use the magnetic stripe, perform the transaction according to the swipe card transactions instructions. Keep the terminal connected to the mains to enable the terminal to automatically send the transactions to the bank to close the day. 18

19 Switching the paper roll 1 First, open the paper roll cover and lift it up as shown on the illustration. 2 Remove the empty paper roll from the printer. 3 Slightly unwind the new paper roll and remove the protective strip from the edge, if required. Place the new paper roll so that the paper moves from the bottom of the roll towards the front edge. 4 Leave a small amount of paper to extend outside the printer door. Close the terminal cover by pressing it gently until it clicks. A small amount of paper must extend outside the printer. Cut the paper with the metal strip on the printer. A special thermal paper roll with a width of 57 mm and a diameter of up to 38 mm is used in the terminal. When the paper roll is nearing its end, a coloured indicator strip becomes visible indicating that the printer is about to run out of paper. If the strip appears, it means that the printer has enough paper for one more receipt. Attention! Poor quality paper can jam the printer and create excessive paper dust. Thermal paper must be stored in a dry and dark place. Moisture, temperature, friction, liquids, etc. can affect the characteristics of the paper. Do not place a paper roll with wrinkled, wet or damaged paper in the printer. 19

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