Suncorp VX820 Bedienungsanleitung

Integrated POS

Quick Reference

Guide

(VX820)

3Suncorp Bank Integrated POS Quick Reference Guide

Contents

Contact details ............................................................................................................................... 4

System Timeouts ............................................................................................................................ 5

PC EFTPOS generated response codes ...................................................................................... 6

Terminal Response Messages .................................................................................................... 14

Troubleshooting ........................................................................................................................... 15

Terminal Care and Troubleshooting ..........................................................................................15

Fraud Prevention tips ................................................................................................................... 17

Security & Chargeback Tips ...................................................................................................... 18

Manual Transaction Processing ................................................................................................. 19

Manual Transaction Processing ................................................................................................ 20

Processing a Fallback Transaction Voucher ............................................................................. 20

Accepting payment via a Fallback Transaction Voucher ..........................................................21

Processing Fallback Transaction Vouchers ..............................................................................22

4Suncorp Bank

Contact Details

Merchant 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 number

Other 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 number

Manual Authorisations – Visa and MasterCards

1300 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 amount

Manual Authorisations – Debit Cards

1800 836 055 (24 hours a day, 7 days a week)

Please have the following information ready:

• merchant number • terminal number

• transaction amount

Chargeback 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:

• your name • merchant number

• case number • nature of query

American Express

1300 363 614

Diners Club

1300 360 060

5Suncorp Bank Integrated POS Quick Reference Guide

System Timeouts

The terminal will support the following ‘time outs’ for its PC EFTPOS Client and Network interface.

Action Timeout Description

Swipe Card 60 seconds Once timeout occurs, the transaction will be

cancelled and returned to the POS.

Select Account 60 seconds Once timeout occurs, the transaction will be

cancelled and returned to the POS.

Enter PIN 60 seconds Once timeout occurs, the transaction will be

cancelled and returned to the POS.

Verify Signature 180 seconds

No actual timeout applies to this action

– instead, the terminal will emit a beep

periodically until the sale has been completed.

Approved 5 seconds Once timeout occurs, the transaction will be

completed as expected.

Waiting for Host

Response 45 seconds

This is configurable via the TMS to either

a) Display “No Response”, or b) revert to

Electronic Fallback (EFB) mode.

Host Response for

Reversal/Advice 20 seconds Once timeout occurs, the terminal will return to

the idle screen.

6Suncorp Bank

PC EFTPOS Generated

Response Codes

Code Terminal Display Explanation Action To Be Taken

AM DECLINED – AM

NO MOTO/ECOM

MOTO/ECOM transaction

not allowed on this terminal

To enable MOTO/

eCommerce transactions on

this terminal please call the

Helpdesk.

AN DECLINED – AN

NO CHECK‐OUT

Check-out transaction not

allowed on this terminal

To enable Checkout

transactions on this terminal

please call the Helpdesk.

AP DECLINED – AP

NO PRE‐AUTH

Pre-auth transaction not

allowed on this terminal

To enable Pre Authorisation

transactions on this terminal

please call the Helpdesk.

AQ DECLINED – AQ

NO CASH‐OUT

Cash-out transaction not

allowed on this terminal

To enable Cash Out

transactions on this terminal

please call the Helpdesk.

AR DECLINED – AR

NO REFUND

Refund transaction not

allowed on this terminal

To enable Refund

transactions on this terminal

please call the Helpdesk.

AS DECLINED – AS

NO SALE WITH TIP

Sale with tip transaction not

allowed on this terminal

To enable Purchase With Tip

transactions on this terminal

please call the Helpdesk.

AT DECLINED – AT

NO TIP ADJUST

Tip adjust transaction not

allowed on this terminal

To enable Tip Adjustment

transactions on this terminal

please call the Helpdesk.

AV DECLINED – AV

NO VOID

Void transaction not allowed

on this terminal

To enable void transactions

on this terminal please call

the Helpdesk.

E1 DECLINED – E1

MUTE CARD

The supplied Chip Card has

suffered an error

Please contact the

cardholders card provider or

try a different card.

E2 DECLINED – E2

CARD REMOVED

EMV card was removed

before completion of the

transaction

Retry the transaction again,

ensuring the chip card

remains inserted into the

terminal chip card reader

until the terminal prompts for

the card to be removed.

E3 DECLINED – E3

CARD BLOCKED

The supplied Chip Card has

been deactivated by the

cardholders bank

Please contact the

cardholders card provider or

try a different card.

E4 DECLINED – E4

APP BLOCKED

The supplied Chip Card

has an application that has

been deactivated by the

cardholders bank

Please contact the

cardholders card provider or

try a different card.

7Suncorp Bank Integrated POS Quick Reference Guide

Code Terminal Display Explanation Action To Be Taken

E5 DECLINED – E5

CARD ERROR

The supplied Chip Card has

suffered an error

Please contact the

cardholders card provider or

try a different card.

E6 DECLINED – E6

CARD NOT ACCEPT

The terminal is not

configured to use the

supplied Chip Card

To enable this card on this

terminal please call the

Helpdesk.

E7 DECLINED – E7

EMV CONFIG ERROR

The PINpads EMV

configuration is incorrect

Please call the Helpdesk.

E8 DECLINED – E8

INVALID MESSAGE

An invalid message has been

sent to the POS

Please reboot the PINpad

(Press "#" and "99" on the

PINpad), if problem persists

please contact Helpdesk.

E9 DECLINED – E9

EMV DATA

MISMATCH

The supplied Chip Card has

suffered an error

Please contact the

cardholders card provider or

try a different card.

EA DECLINED – EA

PIN TRIES EXCEED

The supplied Chip Card has

exceeded the number of

allowed PIN entry attempts

Please contact the

cardholder’s card provider or

try a different card.

EB DECLINED – EB

EXPIRED CARD

The supplied card has

expired

Please inform the cardholder

and retry the transaction

using a different card.

EC DECLINED – EC

INVALID CARD

The supplied Chip Card

is configured with a later

start date (date the card is

allowed to start being used)

Please contact the

cardholder’s card provider or

try a different card.

ED DECLINED – ED

INVALID PRODUCT

The card supplied cannot be

used to purchase the service

or product

Please contact the

cardholders card provider or

try a different card.

EE DECLINED – EE

SWIPE NOT ALLOW

EMV fallback not allowed Please retry with an EMV

card.

EF DECLINED – EF

TRACK 2 MISMATCH

An error occurred reading the

provided card (EMV track-2

Mismatch)

Please retry the transaction,

if error persists please

contact the Helpdesk.

EG DECLINED – EG OVER

LIMIT

This terminal has exceeded

the assigned refund limit

Please contact the Helpdesk

to have this limit increased or

retry the transaction.

EH DECLINED – EH CHIP

READ ERROR

The terminal was unable to

successfully read the Chip

Card provided

Please retry the transaction

or attempt the transaction

with another card. If

problems persist please

contact the Helpdesk.

EI DECLINED – EI SET

PASSWORD

Manager password doesn’t

exist for refund

Please contact the Helpdesk

to assist in setting up a

password for refunds.

8Suncorp Bank

Code Terminal Display Explanation Action To Be Taken

M0 DECLINED ‐ M0 MSG

FORMAT ERR

The transaction has received

an invalid response from the

host

Please contact the Helpdesk.

M1 DECLINED – M1 STAN

MISMATCHED

The STAN in the response

message to the transaction

did not match the STAN that

was sent to the host

Please contact the Helpdesk.

M2 DECLINED – M2 TERM

ID MISMATCH

The Terminal ID in the

response message to the

transaction did not match the

Terminal ID that was sent to

the host

Please contact the Helpdesk.

MT DECLINED – MT TIP

OVER MAX %

The tip amount entered

exceeds the allowed tip

variance relative to the

original transaction

Please attempt a smaller

tip amount or contact the

Helpdesk to increase the

terminal’s allowed tipping

percentage.

N0 DECLINED ‐ NO

SYSTEM ERROR

Internal error, buffer size too

small

Please reboot the PINpad

(Press "#" and "99" on the

PINpad), if problem persists

please contact Helpdesk.

N1 DECLINED – N1

SYSTEM ERROR

File system error Please reboot the PINpad

(Press "#" and "99" on the

PINpad), if problem persists

please contact Helpdesk.

N5 DECLINED – N5

SYSTEM ERROR

Record Doesn’t Exist Please reboot the PINpad

(Press "#" and "99" on the

PINpad), if problem persists

please contact Helpdesk.

N6 DECLINED – N6

SYSTEM ERROR

Invalid TLV tag Please reboot the PINpad

(Press "#" and "99" on the

PINpad), if problem persists

please contact Helpdesk.

N7 DECLINED – N7

SYSTEM ERROR

Tag not found Please reboot the PINpad

(Press "#" and "99" on the

PINpad), if problem persists

please contact Helpdesk.

NA DECLINED – NA ZERO

AMOUNT

Zero amount passed to

terminal from POS

The transaction amount must

be greater than $0.00. Please

retry the transaction with a

higher amount.

NB DECLINED – NB

INVALID AMOUNT

Invalid amount passed to

terminal from POS

Check and confirm amount is

correct, retry the transaction.

9Suncorp Bank Integrated POS Quick Reference Guide

Code Terminal Display Explanation Action To Be Taken

NR DECLINED – NR NO

ROC NO AUTH

No ROC and no authorisation

number were supplied

Enter a ROC and an auth

number, and retry the

transaction.

P1 DECLINED – P1

COMMS ERROR

A communications error

occurred

Check that all the

communication connections

(lines, routers, cables)

are either plugged in and

communicating, then retry

the transaction.

P2 DECLINED – P2

COMMS ERROR

A communications error

occurred

Check that all the

communication connections

(lines, routers, cables)

are either plugged in and

communicating, then retry

the transaction.

P3 DECLINED – P3

COMMS ERROR

No acknowledgement

received on PC-EFTPOS

communications

Check that all the

communication connections

(lines, routers, cables)

are either plugged in and

communicating, then retry

the transaction.

P4 DECLINED – P4

COMMS ERROR

PC-EFTPOS communications

protocol error

Please reboot the PINpad

(Press "#" and "99" on the

PINpad), if problem persists

please contact Helpdesk.

P5 DECLINED – P5

SYSTEM ERROR

PC-EFTPOS response invalid Please reboot the PINpad

(Press "#" and "99" on the

PINpad), if problem persists

please contact Helpdesk.

P6 DECLINED – P6

COMMS ERROR

PC-EFTPOS communications

receive error

Please reboot the PINpad

(Press "#" and "99" on the

PINpad), if problem persists

please contact Helpdesk.

P7 DECLINED – P7

COMMS ERROR

Host communications

connection timeout

Please reboot the PINpad

(Press "#" and "99" on the

PINpad), if problem persists

please contact Helpdesk.

PF DECLINED – PF PRINT

FAILED

Print failed Please check the printer has

paper and the paper isn't

jammed.

PR DECLINED ‐ PR

INVALID REQUEST

POS request invalid Please reboot the PINpad

(Press "#" and "99" on the

PINpad), if problem persists

please contact Helpdesk.

Q6 DECLINED – Q6

SIGNATURE ERROR

The POS operator has

declined the signature of a

transaction

If this was unintentional, retry

the transaction.

10 Suncorp Bank

Code Terminal Display Explanation Action To Be Taken

RN DECLINED – RN ROC

NOT FOUND

ROC entered on terminal

was not found in batch

The receipt number

entered is not known to the

terminal. Please confirm the

receipt number and if the

issue persists contact the

Helpdesk.

RO DECLINED – RO

INVALID AUTH NO

The authorisation number

entered is not known to the

terminal

Please confirm the number

and if the issue persists

contact the Helpdesk.

RP DECLINED – RP ROC

NOT FOUND

The receipt number entered

is not known to the terminal

Please confirm the receipt

number and if the issue

persists contact the

Helpdesk.

RV DECLINED – RV

INVALID AUTH NO

The authorisation number

entered is not known to the

terminal

Please confirm the number

and if the issue persists

contact the Helpdesk.

RZ DECLINED – RZ

BATCH FULL

The terminal batch is

full which requires that

the terminal performs a

settlement before another

transaction can be

processed

Please perform a settlement.

S0 DECLINED ‐ S0

MODEM ERROR

The PINpad has suffered a

communication error

Check that all the

communication connections

(lines, routers, cables)

are either plugged in and

communicating, then retry

the transaction. If problem

persists please contact the

Helpdesk.

S1 DECLINED – S1 NO

DIAL TONE

The PINpad has suffered a

communication error (No Dial

Tone)

Check there is a dial tone by

picking up a phone, check

the phone line is plugged in,

then retry the transaction.

If problem persists please

contact the Helpdesk.

S2 DECLINED – S2 NO

ANSWER

The PINpad has suffered

a communication error (no

answer)

Check there is a dial tone by

picking up a phone, check

the phone line is plugged in,

then retry the transaction.

If problem persists please

contact the Helpdesk.

S3 DECLINED – S3

NUMBER BUSY

The PINpad has suffered a

communication error (number

busy)

Check there isn't any other

device using the phone line

(such as a fax or a land

phone). If problem persists

please contact the Helpdesk.

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