Quick Reference Guide (ipp350) - Suncorp Australia

1 Integrated POS Quick Reference Guide (ipp350)PAGE 2 OF 32 INTEGRATED POS Quick Reference GUIDEPAGE 3 OF 32 INTEGRATED POS Quick Reference GUIDEC ontentsContact Details 4 Transaction Processing 5 System Timeouts 7 Response Codes 8PC EFTPOS Generated Response Codes 17 Troubleshooting 26 Fraud Prevention Tips 27 Security & Chargeback Tips 28 Manual Transaction Processing 29 Manual Transaction Processing 30 PAGE 4 OF 32 INTEGRATED POS Quick Reference GUIDEC

2 Ontact 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 55 (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.

3 Your name merchant number case number nature of queryAmerican Express1300 363 614 Diners Club1300 360 060 PAGE 5 OF 32 INTEGRATED POS Quick Reference GUIDET ransaction 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.

4 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. 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.

5 Continue to follow the prompts on the POS Card/Charge Card Manual Entry Enter the Amount on the POS interface. Continue the transaction on the PinPad. 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 interface.* It is recommended that you don't manually enter a card number when the card is present and cannot be tapped, inserted or swiped.

6 Request an alternate method of 6 OF 32 INTEGRATED POS Quick Reference GUIDEVoid 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 7 OF 32 INTEGRATED POS Quick Reference GUIDES ystem 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.

7 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, the transaction will be cancelled and returned to the 8 OF 32 INTEGRATED POS Quick Reference GUIDER esponse 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 RECEIPTAPPROVED1 DECLINEDDATA MISMATCHDECLINEDDECLINED3 INVALID

8 PINPADINVALID PINPADINVALID PINPAD11 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 ACCOUNTPAGE 9 OF 32 INTEGRATED POS Quick Reference GUIDECodeTerminal screen line 1 Terminal screen line 2 Text on receiptText On POS40 DECLINEDCALL HELPDESKTRANSACTION INVALIDTRANSACTION INVALID41 DECLINEDOTHER PAYMENT REQDCONTACT CARD ISSUERCONTACT CARD ISSUER42 DECLINEDOTHER PAYMENT REQDINVALID ACCOUNTINVALID ACCOUNT43 DECLINEDOTHER

9 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 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

10 PAYMENT REQDCONTACT CARD ISSUERCONTACT CARD ISSUERPAGE 10 OF 32 INTEGRATED POS Quick Reference GUIDECodeTerminal screen line 1 Terminal screen line 2 Text on receiptText On POS64 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERROR65 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERROR69 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERROR70 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERROR71 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERROR72 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERROR73 DECLINEDSYSTEM ERRORCON TACT BANKCON TACT BANK74 DECLINEDSYSTEM ERRORSYSTEM ERRORSYSTEM ERROR75 DECLINEDEXCESS PIN TRIESEXCEEDED PIN TRIESEXCEEDED PIN TRIES75 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 ERRORSYST