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Integrated POS Quick Reference Guide - Suncorp Australia

Integrated POS Quick Reference Guide (ict250)3 Suncorp Bank Integrated POS Quick Reference GuideContentsContact Details 4 Transaction Processing 5 System Timeouts 7 Response Codes 8PC eftpos Generated Response Codes 17 Troubleshooting 25 Terminal Care and Troubleshooting 25 Fraud Prevention Tips 27 Security & Chargeback Tips 28 Manual Transaction Processing 29 Manual Transaction Processing 30 Processing a Fallback Transaction Voucher 30 Accepting payment via a Fallback Transaction Voucher 30 Processing Fallback Transaction Vouchers 314 Suncorp BankContact DetailsMerchant Terminal Faults (For eftpos pin pad hardware and technical difficulties) 1800 836 055 (24 hours a day, 7 days a week)Please have the following information ready: merchant number terminal numberOther Merchant Enquiries (Account Queries/Changes)13 11 75 (Monday to Friday 8:30am 5:00pm AEST except Brisbane public holidays)Please have the following information ready: merchant number terminal numberManual Authorisations Visa and MasterCards1300 301 221 (24 hours a day, 7 days a week)Please have the following information ready: merchant number card details card number, expiry date transaction amountManual Authorisations Debit Cards1800 836 055 (24 hours a day, 7 days a week)Please have the following information ready: merchant number terminal number transaction amountChargeback Queries

PC EFTPOS Generated Response Codes 17 Troubleshooting 25 ... uncorp Bank ntegrated PO Quick Reference Guide 7 System Timeouts The terminal will support the following ‘time outs’ for its PC EFTPOS Client and Network interface. Action Timeout Description ... TD USER MANAGEMENT

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Transcription of Integrated POS Quick Reference Guide - Suncorp Australia

1 Integrated POS Quick Reference Guide (ict250)3 Suncorp Bank Integrated POS Quick Reference GuideContentsContact Details 4 Transaction Processing 5 System Timeouts 7 Response Codes 8PC eftpos Generated Response Codes 17 Troubleshooting 25 Terminal Care and Troubleshooting 25 Fraud Prevention Tips 27 Security & Chargeback Tips 28 Manual Transaction Processing 29 Manual Transaction Processing 30 Processing a Fallback Transaction Voucher 30 Accepting payment via a Fallback Transaction Voucher 30 Processing Fallback Transaction Vouchers 314 Suncorp BankContact DetailsMerchant Terminal Faults (For eftpos pin pad hardware and technical difficulties) 1800 836 055 (24 hours a day, 7 days a week)Please have the following information ready: merchant number terminal numberOther Merchant Enquiries (Account Queries/Changes)13 11 75 (Monday to Friday 8:30am 5:00pm AEST except Brisbane public holidays)Please have the following information ready: merchant number terminal numberManual Authorisations Visa and MasterCards1300 301 221 (24 hours a day, 7 days a week)Please have the following information ready: merchant number card details card number, expiry date transaction amountManual Authorisations Debit Cards1800 836 055 (24 hours a day, 7 days a week)Please have the following information ready: merchant number terminal number transaction amountChargeback Queries(07) 3135 2988 Option 1 (Monday to Friday 8:30am 5:00pm AEST except Brisbane public holidays)Fax: (07) 3031 2615 Please have the following information ready.

2 Your name merchant number case number nature of queryAmerican Express1300 363 614 Diners Club1300 360 0605 Suncorp Bank Integrated POS Quick Reference GuideTransaction ProcessingDebit Card Purchase Enter the Sale Amount on the POS interface. Prompt the customer to Tap/Insert or Swipe their card.* Select the account type request the customer to make this selection, press Enter (if requested). Prompt the customer to type in their PIN and press Enter. Continue to follow the prompts on the POS interface.*Dependent on the functionality available on the customer s Card/Charge Card Purchase Enter the Sale Amount on the POS interface. Prompt the customer to Tap/Insert or Swipe their card.* Select the account type request the customer to make this selection, press Enter (if requested). Prompt the customer to type in their PIN and press Enter. Continue to follow the prompts on the POS interface.*Dependent on the functionality available on the customer s Enter the Refund Amount on the POS interface.

3 Prompt the customer to Insert or Swipe their card. Select the account type request the customer to make this selection. Prompt the customer to type in their PIN and press Enter. Continue to follow the prompts on the POS Card/Charge Card Manual Entry Enter the Amount on the POS interface. Enter card number and press Enter. Enter expiry date and press Enter. Enter CCV and press Enter. Select Card Present? Yes or No Press Enter if the Card is Present. Press CLR if the Card is not Present and select either 1 for Telephone or 2 for Mail order. Continue to follow the prompts on the POS BankVoid Follow the prompts on the POS Authorisation Enter the Amount on the POS interface. Prompt the customer to Insert or Swipe their card.* Prompt the customer to type in their PIN and press Enter. Continue to follow the prompts on the POS interface.* Pre-auth transactions will automatically go under a Credit account so no account selection prompt Completion Follow the prompts on the POS Bank Integrated POS Quick Reference GuideSystem TimeoutsThe terminal will support the following time outs for its PC eftpos Client and Network Card45 secondsOnce timeout occurs, the transaction will be cancelled and returned to the Account45 secondsOnce timeout occurs, the transaction will be cancelled and returned to the PIN45 secondsOnce timeout occurs, the transaction will be cancelled and returned to the Signature45 secondsTerminal will automatically approve if not response within the time secondsOnce timeout occurs, the transaction will be completed as for Host Response45 secondsOnce timeout occurs, the transaction will be cancelled and returned to the Response for Reversal/Advice20 secondsOnce timeout occurs.

4 The transaction will be cancelled and returned to the BankResponse CodesCodeTerminal screen line 1 Terminal screen line 2 Text on receiptText On POS00 APPROVEDAPPROVED01 DECLINEDCALL CARD ISSUERCONTACT CARD ISSUERCONTACT CARD ISSUER02 DECLINEDCALL CARD ISSUERCONTACT CARD ISSUERCONTACT CARD ISSUER05 DECLINEDCALL CARD ISSUERCONTACT CARD ISSUERCONTACT CARD ISSUER06 DECLINEDTRANSACTION ERRORTRANSACTION ERRORTRANSACTION ERROR08 APPROVEDPLEASE SIGN RECEIPTAPPROVED11 APPROVEDAPPROVED12 DECLINEDTRANSACTION INVALIDTRANSACTION INVALIDTRANSACTION INVALID13 DECLINEDPLEASE TRY AGAINAMOUNT INVALIDAMOUNT INVALID14 DECLINEDOTHER PAYMENT REQDCARD NUMBER INVALIDCARD NUMBER INVALID19 DECLINEDRE-ENTER TRANSACTIONRE-ENTER TRANSACTIONRE-ENTER TRANSACTION30 DECLINEDCALL HELPDESKFORMAT ERRORFORMAT ERROR31 DECLINEDOTHER PAYMENT REQDBANK NOT SUPPORTEDBANK NOT SUPPORTED33 DECLINEDCARD EXPIREDCARD EXPIREDCARD EXPIRED34 DECLINEDCALL CARD ISSUERCONTACT CARD ISSUERCONTACT CARD ISSUER35 DECLINEDCALL CARD ISSUERCONTACT CARD ISSUERCONTACT CARD ISSUER36 DECLINEDCALL CARD ISSUERCONTACT CARD ISSUERCONTACT CARD ISSUER38 DECLINEDPIN INCORRECTPIN TRIES EXCEEDEDPIN TRIES EXCEEDED39 DECLINEDNO CREDIT A/C 39NO CREDIT ACCOUNTNO CREDIT ACCOUNT40 DECLINEDCALL HELPDESKTRANSACTION INVALIDTRANSACTION INVALID41 DECLINEDOTHER PAYMENT REQDCONTACT CARD ISSUERCONTACT CARD ISSUER42 DECLINEDOTHER PAYMENT REQDINVALID ACCOUNTINVALID ACCOUNT9 Suncorp Bank Integrated POS Quick Reference GuideCodeTerminal screen line 1 Terminal screen line 2 Text on receiptText On POS43 DECLINEDOTHER PAYMENT REQDCONTACT CARD ISSUERCONTACT CARD ISSUER44 DECLINEDSYSTEM ERRORINVALID ACCOUNTINVALID ACCOUNT45 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERROR46 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERROR47 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERROR48 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERROR49

5 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERROR50 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERROR51 DECLINEDOTHER PAYMENT REQDCONTACT CARD ISSUERCONTACT CARD ISSUER52 DECLINEDNO CHEQUE A/C 52NO CHEQUE ACCOUNTNO CHEQUE ACCOUNT53 DECLINEDNO SAVING A/C 53NO SAVING ACCOUNTNO SAVING ACCOUNT54 DECLINEDCARD EXPIREDCARD EXPIREDCARD EXPIRED55 DECLINEDPIN INVALIDINVALID PININVALID PIN56 DECLINEDOTHER PAYMENT REQDCONTACT CARD ISSUERCONTACT CARD ISSUER57 DECLINEDOTHER PAYMENT REQDCONTACT CARD ISSUERCONTACT CARD ISSUER58 DECLINEDOTHER PAYMENT REQDTRAN NOT ALLOWEDTRAN NOT ALLOWED59 DECLINEDOTHER PAYMENT REQDCONTACT CARD ISSUERCONTACT CARD ISSUER60 DECLINEDCALL HELP DESKCALL HELP DESK61 DECLINEDOTHER PAYMENT REQDCONTACT CARD ISSUERCONTACT CARD ISSUER62 DECLINEDOTHER PAYMENT REQDCONTACT CARD ISSUERCONTACT CARD ISSUER63 DECLINEDOTHER PAYMENT REQDCONTACT CARD ISSUERCONTACT CARD ISSUER64 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERROR65 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERROR69 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERROR70 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERROR71 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERROR10 Suncorp BankCodeTerminal screen line 1 Terminal screen line 2 Text on receiptText On POS72 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERROR73 DECLINEDSYSTEM ERRORCONTACT BANKCONTACT BANK74 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERROR75 DECLINEDPIN INCORRECTPIN TRIES EXCEEDEDPIN TRIES EXCEEDED76 APPROVEDAPPROVED77 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERROR78 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERROR79 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERROR80 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERROR81 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERROR82 DECLINEDCALL HELP DESKSYSTEM ERRORSYSTEM ERROR83 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERROR84 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERROR85 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERROR86

6 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERROR87 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERROR88 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERROR89 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERROR91 DECLINEDISSUER NOT AVAILABLEISSUER NOT AVAILABLEISSUER NOT AVAILABLE92 DECLINEDOTHER PAYMENT REQDBANK NOT SUPPORTEDBANK NOT SUPPORTED94 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERROR95 DECLINEDSETTLEMENTNOT ALLOWEDNOT ALLOWED96 DECLINEDCALL HELP DESKSYSTEM ERRORSYSTEM ERROR97 APPROVEDSETTLE APPROVED98 DECLINEDMAC ERRORAUTHENTICATION ERRORAUTHENTICATION ERRORN0 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERRORN1 START OF BATCHLOGON SUCCESSFULLOGON SUCCESSFULN2 END OF BATCHPINPAD ID ERRORPINPAD ID ERRORN3 NEW BATCH NUMBERAPPROVEDINVALID RESPONSEINVALID RESPONSET0 TXN NOT FOUNDPRESS CANCELTRANSACTION NOT FOUNDTRANSACTION NOT FOUND11 Suncorp Bank Integrated POS Quick Reference GuideCodeTerminal screen line 1 Terminal screen line 2 Text on receiptText On POST2 INCORRECT PININCORRECT PININCORRECT PINT3 TRAINING MODESTARTEDTRAINING MODETRAINING MODET4 TRAININGACQ NOT FOUNDNO TRAINING ACQUIRERNO TRAINING ACQUIRERT5 TRAININGISS NOT FOUNDNO TRAINING ISSUERNO TRAINING ISSUERT6 SUNCORPACQ NOT FOUNDNO TRAINING ACQUIRERNO TRAINING ACQUIRERT7 NOT AVAILABLEROC NOT FOUNDROC NOT FOUNDROC NOT FOUNDT8 DECLINEDTRAN NOT ALLOWEDUNABLE TO PROCESSUNABLE TO PROCESST9 ADJUSTTRAN NOT ALLOWEDTRAN IN PROGRESSTRAN IN PROGRESSTAADJUSTTRANS.

7 ACCEPTEDEXPIRED CARDEXPIRED CARDTBDECLINEDCARD UNSUPPORTEDCARD NOT VALIDCARD NOT VALIDTCUSER MANAGEMENTLOGON SUCCESSFULINVALID ACCOUNTINVALID ACCOUNTTDUSER MANAGEMENTSHIFT STARTEDCARD DATE INVALIDCARD DATE INVALIDTEDECLINEDNO CASH ON CRNO CASH ON CREDITNO CASH ON CREDITTFDECLINEDSYSTEM ERRORLOGON REQUIREDLOGON REQUIREDTGADJUSTCANCELLEDADJUST CANCELLEDADJUST CANCELLEDTHTRAINING MODEFINISHEDTRAINING MODE ENDTRAINING MODETIOPERATOR TIMEOUTOPERATOR TIMEOUTOPERATOR TIMEOUTTJTMS INITREQUIREDTMS INIT REQUIREDTMS INIT REQUIREDTKDECLINEDNO MANUAL CARDNO MANUAL ENTRYNO MANUAL ENTRYTLDECLINEDSIGNATURE ERRORSIGNATURE ERRORSIGNATURE ERRORTMTXN CANCELLEDOPERATOR CANCELLEDOPERATOR CANCELLEDTNDECLINEDINVALID PASSWORDDECLINEDDECLINEDTONOT AVAILABLETRAINING MODENOT FOR TRAINING MODENOT FOR TRAININGTPDECLINEDCANCELLEDCANCELLED12 Suncorp BankCodeTerminal screen line 1 Terminal screen line 2 Text on receiptText On POSTQDECLINEDCARD EXPIREDEXPIRED CARDEXPIRED CARDTRINVALID NUMBERINVALID NUMBERINVALID NUMBERTSDECLINEDDECLINEDDECLINEDTTDECLIN EDBATCH FULLBATCH FULLBATCH FULLTUDECLINEDSAF PENDINGSAF PENDINGTVDECLINEDREVERSAL PENDINGREVERSAL PENDINGTWDECLINEDDECLINEDDECLINEDTXDECLI NEDCANNOT PROCESSUNABLE TO PROCESSUNABLE TO PROCESSTYACCOUNTNOT AVAILABLECARD REJECTEDCARD REJECTEDTZDECLINEDACCOUNT ERRORDECLINEDDECLINEDX0 DECLINEDNO RESPONSENO RESPONSENO RESPONSEX1 DECLINEDCOMMUNICATION ERRORCOMMUNICATION ERRORCOMMUNICATION ERRORX2 DECLINEDBLUETOOTH ERRORBLUETOOTH ERRORBLUETOOTH ERRORX3 POSNOT CONNECTEDCOMMUNICATION ERRORCOMMUNICATION ERRORX4 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERRORX5 DECLINEDSYSTEM ERRORCOMMUNICATION ERRORCOMMUNICATION ERRORX6 DECLINEDSYSTEM ERRORINVALID TERMINALINVALID TERMINALX7 CANCELLEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERRORX8 DECLINEDSYSTEM ERRORNETWORK ERRORNETWORK ERRORX9 DECLINEDSYSTEM ERRORMESSAGE ERRORMESSAGE

8 ERRORXADECLINEDSYSTEM ERRORNETWORK ERRORNETWORK ERRORXBDECLINEDSYSTEM ERRORMESSAGE ERRORMESSAGE ERRORXCDECLINEDMESSAGE ERRORMESSAGE ERRORXDDECLINEDINVALID NUMBERCANCELLEDCANCELLEDXEDECLINEDINVALI D MONTHCANCELLEDCANCELLEDXFDECLINEDINVALID TRANSINVALID TRANSINVALID TRANSXGDECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERRORXHSETTLEMENTUNSUCCESSFULSETTLEMENT FAILEDSETTLEMENT FAILEDXIAMOUNT INCORRECTINVALID AMOUNTINVALID AMOUNTXJTIP OVER MAX %CANCELLEDCANCELLED13 Suncorp Bank Integrated POS Quick Reference GuideCodeTerminal screen line 1 Terminal screen line 2 Text on receiptText On POSXKNO BATCH TOTALSPRESS CANCELNO BATCH TOTALSNO BATCH TOTALSXLBATCH CLEAREDDECLINEDDECLINEDXMDECLINEDSYSTEM ERRORSYSTEM ERRORXNNOT AVAILABLEPRESS CANCELNOT AVAILABLENOT AVAILABLEXOUSER MANAGEMENTUSER ADDEDSYSTEM ERRORSYSTEM ERRORXPUSER MANAGEMENTINVALID user IDSYSTEM ERRORSYSTEM ERRORXQTERMINAL SHIFTDOES NOT EXISTSYSTEM ERRORSYSTEM ERRORXRSHIFT MODESTILL ACTIVESHIFT MODE ACTIVESHIFT MODE ACTIVEXSDECLINEDSYSTEM ERRORSYSTEM ERRORXTCONFIG TERMINALOR CALL HELPCONFIG REQUIREDCONFIG REQUIREDXUDECLINEDTRAN NOT ALLOWEDTRANSACTION NOT ALLOWEDTRANS N NOT ALLOWEDXVREFUNDTRAN NOT ALLOWEDTRANSACTION NOT ALLOWEDTRANS N NOT ALLOWEDXWTRAN NOT ALLOWEDTRANSACTION NOT ALLOWEDTRANS N NOT ALLOWEDXXDECLINEDTRAN NOT ALLOWEDTRANSACTION NOT ALLOWEDTRANS N NOT ALLOWEDXYUSER MANAGEMENTALREADY ACTIVEUSER MANAGEMENT ACTIVEUSER MANAGE T ACTIVEXZLOGON SUCCESSFULLOGON SUCCESSFULLOGON SUCCESSFULU0 REVERSAL CLEAREDREVERSAL CLEAREDREVERSAL CLEAREDU1 user MANAGEMENTCODE MISMATCHUSER CODE MISMATCHUSER CODE MISMATCHU2 user MANAGEMENTNO FREE USERSNO FREE USERSNO FREE USERSU3 TRAN NOT ALLOWEDON DEBITTRANSACTION NOT ALLOWEDTRANS N NOT ALLOWEDU4 ALREADY VOIDALREADY VOIDALREADY VOIDU5 DECLINEDINVALID CODEINVALID CODEINVALID CODEU6 AUTO SETTLEDISABLEDAUTO SETTLE DISABLEDAUTO SETTLE DISABLED14

9 Suncorp BankCodeTerminal screen line 1 Terminal screen line 2 Text on receiptText On POSU7 AUTO SETTLEINFO NOT SETAUTO SETTLE NOT SETAUTO SETTLE NOT SETU8 TERMINAL SHIFTSTILL ACTIVETERMINAL SHIFT ACTIVETERM L SHIFT ACTIVEU9 TIP REPORTSTILL ACTIVETIP REPORT ACTIVETIP REPORT ACTIVEUAUSER MANAGEMENTALREADY LOGD ONUSER ALREADY LOGGED ONUSER ALREADY LOGD ONUBUSER MANAGEMENTPLEASE LOG ONUSER LOGON REQUIREDUSER LOGON REQUIREDUCUSER MANAGEMENTUNKNOWN USERUNKNOWN USERUNKNOWN USERUDUSER MANAGEMENTINVALID PASSWORDINVALID user PASSWORDINVALID user PASSW DUETERMINAL SHIFTNOT STARTEDSHIFT NOT STARTEDSHIFT NOT STARTEDUFTERMINAL SHIFTSDEACTIVATEDSHIFTS DEACTIVATEDSHIFTS DEACTIVATEDV0 DECLINEDMODEM ERRORMODEM ERRORMODEM ERRORV1 DECLINEDNO DIAL TONENO DIAL TONENO DIAL TONEV2 DECLINEDNO


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