EFTPOS merchant user guide for NAB Integrated

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1300 369 852

24 hours a day, 7 days a week or visitnab.com.au/eftpos

Hearing impaired people with telephone typewriters can contact us on 1300 363 647

EFTPOS

merchant user guide

for NAB Integrated

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Before you start

Savings Key

Cheque Key

Scroll Key Credit Key

Function Key Cancel Key Clear Key Enter Key Information Key Paper Feed Key

Magnetic Stripe Reader Chip Card Reader

Before you begin the installation of your NAB Integrated terminal, you should ensure you have the following:

• A NAB Integrated EFTPOS terminal. • A Telstra SIM pre-installed in the terminal.

• A paper roll loaded in the terminal (this must be performed even if you’re not intending using the terminal printer).

• A P66/P67 modem if you are using a dial-up service. • Your POS hardware and software pre-installed.

• A serial (RS232) to USB adaptor if your POS does not have a COM port available for use or if you want to use a USB port to connect the terminal.

• If you are using an Argent Line, then you will require a POS-AME (also known as an Argent Terminal ID or Tran$end ID) supplied by Telstra. You will need to configure your Argent line with host addressing template (also known as Application Code) of NABINT.

• If you are using IP gateway, you will need a User ID and password.

• A NAB Contactless reader if you wish to accept contactless payments. Note: Your POS must start the sale using the “DoTransaction” method because contactless cards will not be read using the Query Card API.

If any of the above is missing or you have any questions, please contact our Merchant Services Centre for assistance.

About your NAB Integrated Terminal

This User Guide is for the use of merchants who have signed the Merchant Agreement General Terms and Conditions (601-58A). Please make yourself fully aware of the capabilities and limitations of the solution, and do not hesitate to contact the Merchant Service Centre if you have any questions.

For assistance:

Merchant Service Centre 1300 369 852

24 hours a day, 7 days a week

Before contacting the Merchant Service Centre in regard to any error message, please note all the error information as well as your merchant and terminal numbers so the problem can be correctly reported.

NAB Integrated Helpdesk 1300 369 852

24 hours a day, 7 days a week

For technical support, please select Option 1 for Technical Issues and then Option 2 for NAB Integrated. This helpdesk is part of our Merchant Service Centre and is provided by Keycorp Services on behalf of NAB to assist you with your technical support needs for the terminal and PC-EFTPOS software.

Merchant Details

Please insert your details here for quick reference. EB Merchant No.

Terminal No. Store No.

Important notice: The use of the information contained in this document by you is solely at your risk. NAB is not responsible or liable for any loss or damage you suffer in connection with the installation or attempted installation of NAB Integrated. NAB makes no representations or warranties about the suitability, reliability or accuracy of the information contained in this document.

EFTPOS – merchant user guide

for NAB Integrated

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 

NAB Integrated EFTPOS integrates with your Point of Sale (POS) solution to process credit, debit and charge card transactions. When the card payment option is selected, the POS integration software, provided by PC-EFTPOS, will interact with the NAB Integrated EFTPOS terminal to process the transaction. The outcome of the transaction is then automatically updated in your POS solution, making it easy for you to reconcile the payments and shorten payment processing time.

Using NAB Integrated with a POS

NAB Integrated EFTPOS is designed to work with your PC-EFTPOS certified POS system. The POS system sends the total amount to the NAB Integrated terminal to finalise the payment.

The solution can be configured to work with different types of communications depending on your environment. You can also choose to have all transaction receipts printed directly from your POS system or have the terminal print out the transaction receipt. (See page 19 – Using the Internal Printer.)

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 

Features overview for NAB Integrated EFTPOS

Europay MasterCard Visa (EMV)

EFTPOS Functionality Purchase ✓ Cash out ✓ Refund ✓ Surcharging# _✓ MOTO processing ✗

Pre-Authorisation and completion ✗

Tipping ✗ Training mode* ✓ Balance enquiry ✗ Electronic fallback ✓ EMV processing ✓ Stationery Order ✗ Pin @ POS ✓

Accepting Visa payWave and MasterCard PayPass transactions ✓

Scheme support Visa ✓ MasterCard ✓ American Express ✓ Diners ✓ JCB ✓

China Union Pay ✓

Discover ✓ Settlement Options Settlement ✓ Pre-Settlement ✓ Last settlement ✓ Sub-Totals ✗ Summary totals ✗ Shift totals ✓ Optional Peripherals P Dial-up modem ✓ Contactless Reader ✓ Software maintenance

Remote software upgrade via internal GPRS ✓

Software upgrade via USB† _✓

Connectivity Option

IP (Internet protocol) ✓

Dial-up Modem ✓

GPRS ✓

Argent ✓

# Surcharging is only available if your POS software supports this feature. * This is available via GenPOS which can be obtained from PC-EFTPOS. † This upgrade will be performed by a NAB technician.

A chip card is a card containing a microchip, loaded with information about the card. Linked to the card is a PIN which may be required in some transactions depending on how it has been activated by the bank that issues the card. The difficulty in reproducing the chip and the security of the PIN will make the production of counterfeit cards much more difficult for counterfeiters.

Chip cards used in a chip-capable terminal are ‘inserted’ rather than ‘swiped’ and remain in the terminal throughout the transaction.

The chip can only be read by terminals with chip capability. There will be a transition period before all terminals in the market are chip-capable and during this time chip cards will also be issued with a magnetic strip. The following scenarios may occur:

• A chip card is inserted into a non EMV compliant terminal, the merchant will be prompted to ‘swipe card’.

• A card with only a magnetic strip is ‘inserted’ into a chip-capable terminal, the merchant will be prompted to swipe the card.

• A chip card is swiped in an EMV compliant terminal, the merchant will be prompted to ‘insert card’.

PEN or PIN

‘PEN or PIN’, a financial services industry initiative, can make payments in person faster and easier when using a credit or debit card.

Customers with PIN-enabled cards now have the choice of either verifying their transactions with a signature (as usual) or entering their PIN into the terminal. All they need to do is swipe or insert their card into the terminal, press the ‘credit’ button, enter their PIN and press the ‘OK/ENTER’ button.

Q: What happens if a customer forgets their PIN?

A: Ask them to sign for the transaction. Use the normal procedure of pressing the ‘credit’

button, then the ‘OK/ENTER’ button – if the transaction is approved, ask the customer to sign the receipt.

Q: If a customer returns goods for a refund, does the customer need to enter their PIN? A: Refunds do not require the customer to use their PIN. You should follow your normal

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9 

Bank terminology

• Argent

A dedicated communication line that you can establish with Telstra to deliver transactions to NAB.

• Contactless

New way for cardholders to pay as opposed to the more traditional dipping or swiping of their cards into EFTPOS terminals. Cardholders can tap their Visa payWave or MasterCard PayPass contactless card on the reader. The card sends the data securely and wirelessly to the reader and no signature or PIN is required for low-value transactions.

• GPRS

This is a packet-based wireless communication service that provides fast data rates and continuous connection through the Telstra mobile network.

• IP

Acronym for Internet protocol. This is a communications method which allows merchants to send transactions over a broadband internet connection to a gateway maintained by PC-EFTPOS.

• Merchant ID

This number uniquely identifies each merchant and consists of  digits and is also referred to by NAB as the ‘EB number’.

• PC-EFTPOS

The third party provider who provides the POS integration software and manages the communications gateway between the merchant and NAB.

• POS Point of Sale • POS AME

This number is unique to each Argent leased line. This number is often called a Tran$end ID, a Telstra ID, or an Argent Terminal ID. The number can be anywhere from  to 10 digits in length.

• SAF

Store and Forward. This is a temporary storage repository for transactions that have been approved offline. These transactions will be delivered for finalisation once the terminal is able to go online.

• Terminal ID

This is the number that uniquely identifies each EFTPOS terminal and consists of  digits. It starts with a ‘B’ and the letters are always in upper case (e.g. BA1001).

Installation of

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EFTPOS terminal

Supplied equipment with terminal

NAB Integrated Terminal Power pack and cord

POS connector cable (RS232 cable) RS232 to USB adaptor cable (optional) GPRS SIM

Paper Roll

Installation steps

1. Power the terminal. Connect the power pack and cord then plug into a power point. 2. Connect the power cable to the power socket on the connector shown below. 3. Connect the RS232 cable (supplied) to the COM port on the back of the PC (normally

COM 1). If you are using the USB adaptor; connect the USB socket to a free USB port on the back of the PC and connect both ends of the RS232 and the USB adaptor cable together as shown in Figure 2. Note: You may need to install the USB driver file supplied if it is not installed in your PC.

. Connect the other end of the RS232 cable to the RS232 connector located next to the power cable as shown in Figure 1.

Figure 1 Figure 2

. We strongly recommend you use terminal stands to help protect your terminals against tampering or incidental damage. Please refer to our Stationery Brochure for more details or contact our Merchant Service Centre.

. Please refer to the section “Connectivity Options” on how you should set up NAB Integrated to work with the communication options suitable for your operating environment.

Hardware installation

Your NAB Integrated EFTPOS solution requires three components to work: • Your POS system;

• NAB Integrated terminal; and • PC-EFTPOS software.

Installation of these three components will require an understanding of your operating environment and IT expertise to set it up correctly. This part of the guide aims to provide you with the information essential for you to install the terminal and the PC-EFTPOS software yourself. At NAB we highly recommend you contact us at our Merchant Service Centre at 1300 39 2, select Option 1 for Technical Support, and then Option 2 for NAB Integrated to go through the details of the installation before you start the tasks. This phone-based assistance is free of charge and will ensure your NAB Integrated solution is set up in the correct and most optimal way. Doing so will minimise any support issues you might have later once you start using NAB Integrated EFTPOS.

If you need onsite assistance from NAB to install the terminals and PC-EFTPOS software for you, please contact your NAB banker or the Merchant Service Centre for more details. If you require assistance with the installation of your POS software or hardware please contact your POS vendor. You should install your POS software first before attempting to install the terminal and the PC-EFTPOS software.

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Connect using GPRS

GPRS connectivity can be used if:

• your POS uses the built-in GPRS modem of the terminal as the only communication method to NAB; and

• each individual terminal has sufficient GPRS coverage by Telstra.

Note: With this option there is no fallback communications method available.

If you choose to use this option, you do not need to install any additional hardware for the communications as the terminal comes with built-in GPRS modem. You should check the display of each terminal to confirm the number of bars available and determine if there is sufficient and stable GPRS signal.

Connect using Argent

ARGENT connection can be used if:

• your server has a connection to NAB via Telstra Argent network; and

• any additional POS connect to the bank via the server/main POS over the store’s LAN. If there is sufficient coverage, your POS can use the built-in GPRS modem of the terminal as the fallback communications method. If there is insufficient GPRS coverage, you can use a P dial up modem available for purchase via PC-EFTPOS.

An Argent installation is normally defined as an AABP 900bps system. Telstra will supply the Argent Terminal Adaptor (ATA) to be used in the installation. The connection from the ATA to the PC is via a standard 2-pin to 9-pin RS232 modem cable. This is generally not supplied by Telstra and will need to be purchased separately. See the back-plate of the ATA for correct connection of RS232 cable. You will need your “POSAME” or “Argent Terminal ID” when installing the Telstra ATA. This is supplied by Telstra.

Please refer to the information below to set up your Argent connection correctly: • Host addressing template (or Application Code) NABINT

• Argent POS AME (or Tran$end ID) supplied by Telstra • Terminal Code AB96

• Host provider National Australia Bank

Required equipment

Argent ATA from Telstra

Installation of ISDN service from Telstra Standard RS232 modem cable

Connect using IP

Our IP Gateway, maintained by PC-EFTPOS, can be used if:

• your server has a permanent Internet connection that you organised via your service provider; and

• any additional POS connects to NAB via the server or your main POS over your LAN connection.

Note: The POS will use TCP port 200 to talk to the server and your server connection uses TCP port 3 to connect to NAB. Your router with firewall enabled or any firewall device must be configured to allow communications on these ports where needed.

If there is sufficient coverage, your POS can use the built-in GPRS modem of the terminal as the fallback communications method. If there is insufficient GPRS coverage, you can use a P dial up modem available for purchase via PC-EFTPOS.

Depending on the configuration of your environment you can choose to have your individual POS connect to NAB via your Internet connection and the IP Gateway, or use a server centralised in your Head Office for the IP connection. The following two diagrams show the two different configuration options.

Single Lane

Multiple Lane

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1 1

1. Connect the power supply into a power point and the P Modem power connector. 2. Connect the phone cable to the “Line” connector on the P and to the phone line

wall socket.

3. Connect the PC Connector cable to the PC COM port and to the “RS232” connector on the P modem.

Note: The P does not come with a USB adaptor. If your PC does not have a COM port you will need to contact Merchant Service Centre to obtain a USB to Serial cable. Plug the USB to Serial cable in to a USB port on your PC and install the drivers that come with it. Then attach the P modem to the serial end of that cable.

1. Connect the Argent ATA to the ISDN service.

2. Connect the RS232 modem cable from the COM port on the POS to the V2 port on the Argent ATA.

3. The ATA should go to a steady dot after a short while. This indicates that the ISDN is connected. Argent Enhanced Terminal Adaptor Back-plate RS232 cable connects to here Connect using Dial-up modem

Dial-up connection can be used if you do not have another communication option but a dial-line is available. With this option, your server will use a P modem available for purchase from PC-EFTPOS. The server will connect to NAB via a dial up or PSTN line. You will only need one modem for each store as your POS will share this connection. Any additional POS will connect to NAB via the server or main POS over the store’s LAN. The modem requires a USB or serial port on the server.

The P is an alternative to the P modem. This modem is built on the NPT10 hardware and utilises a purpose built EFTPOS modem to connect to NAB. Generally only one modem is required per store and this modem can be shared across a number of EFTPOS terminals within a network.

Required equipment

P modem

Power supply and power cord PC connector cable (DB9 to RJ) Dial-up phone cable and connector

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1 1

EFTPOS Control Panel

Press the [Ctrl Panel...] button on the Client Settings page (above) to activate the control panel.

Logon: Performs a logon to the NAB host. Reprint: Reprints last receipt.

Diagnostics: Provides reports on

software configuration and version software. (See page 0 – Diagnostics Menu.)

For your NAB Integrated solution to work, you need to install the PC-EFTPOS software. If you already have PC-EFTPOS software installed prior please ensure that it is Version ..1 or higher otherwise please contact our Merchant Service Centre at 1300 39 2, select Option 1 for Technical Support, and then Option 2 for NAB Integrated for further assistance. Alternately you can refer to the PC-EFTPOS website to download the latest EFT Client and Server installation wizard and guide.

http://www.pceftpos.com/index.php?page=pceftpossw

Once you have installed the PC-EFTPOS software, please also refer to the following sections around the most commonly used screens of the PC-EFTPOS software for your reference.

Bank logon

1. Double click on the EFT Client icon. 2. Click on the [Ctrl Panel...] button.

3. Click on the [Logon] button from the [Eftpos (F2)] tab. If the logon step is successful the terminal is ready to use.

EFT-Client Settings

COM Port: Where the terminal

is plugged into.

Printer: ‘NPT’ means using the internal

printer of the terminal to print and Blank will mean that the POS printer is used.

Host Interface: It is the IP address of

the EFTSRV which is normally on this machine. NPT indicates to use the internal GPRS modem.

Tracing: This is enabled by default and

records information on the hard-drive to help us track down any issues.

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19 1

Configuring the terminal to use the Internal GPRS Modem as the primary communications method

• Open the EFT Client.

• Change Host Interface Address to NPT and then click on Apply.

To configure the POS to use the Internal Printer on the terminal

• Open the EFT Client.

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Processing a Purchase transaction

A purchase is the most common transaction performed where the POS collects the transaction information and passes it to PC-EFTPOS via the standard PC-EFTPOS interface. For contactless transactions please refer to Page 2 – Processing a contactless transaction.

Note: PC-EFTPOS supports many types of POS and each of them has a different user

interface to initiate a card payment.

Terminal display POS display Action

Integrated

Ready

On the POS interface:

• Refer to POS instructions to initiate a Purchase transaction.

• The transaction request includes the purchase amount.

PURCHASE

INSERT/SWIPE CARD

Customer inserts or swipes card on the terminal.

PURCHASE

SELECT ACCOUNT TYPE

Customer selects the account type from the options available on the terminal.

PURCH $0.00

KEY PIN OR OK ****

Customer is prompted to press the [ENTER] key to sign or enter a PIN on the terminal.

PROCESSING PLEASE WAIT

There is a slight wait time where the terminal sends the request to NAB and receives the response message.

REMOVE CARD

Advise customer to remove their chip card from the terminal.

Note: This step is only applicable for chip card transactions.

Operating your

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If a transaction is approved without a signature required (eg. a correct PIN was entered), the following screens apply:

The transaction has been approved, a receipt is printed and the dialogue box shown.

The dialogue box automatically closes after  seconds, or alternatively if the

[OK] button is pressed it will close

immediately.

Integrated

Ready The terminal returns to the idle state.

Declined response

If a transaction is declined, please refer to the following screens:

PRINTING, PLEASE WAIT

[OK]

The transaction has been declined. For the full listing of error messages see page  – ‘Response Codes’. A receipt is printed and the dialogue box shown. The dialogue box automatically closes after  seconds, or alternatively if the [OK] button is pressed it shall close immediately.

Integrated

Approved without a signature

If a signature is required to complete the transaction, the following screens will apply:

The operator checks the customer’s signature and selects [YES] on the POS to verify the signature matches.

If the signature does not match, the operator selects [NO] on the POS. The terminal produces a declined receipt, and displays this dialogue box before reversing the transaction. The transaction has been approved, a receipt is printed and the dialogue box shown.

The dialogue box automatically closes after  seconds, or alternatively if the [OK] button is pressed it shall close immediately.

Integrated

Note

• Compare the signature on the card with the signature on the receipt.

• Where possible, you should insert/swipe the card through the terminal rather than key entering the card information to reduce your exposure to fraudulent transactions. • Key entry is allowed only on Credit Cards.

• When the card number is key entered, the expiry date of the card must be entered.

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2 2

Manual Settlement

3. Click on the [Settle] button from the [Settlement (F3)] tab to perform a manual settlement. Note you can only perform one settlement within every 2 hour period. NAB will automatically perform a settlement for you at 9:30pm AEST if you have not performed a settlement within the last  hours.

If you require automatic or periodic settlement, please contact your POS or our Merchant Service Centre for more details.

Other settlement functions: pre-settlement and last settlement

3. Click on the [Pre-Settle] or [Last Settlement] buttons from the [Settlement (F3)] tab or contact your POS provider for details on how to perform the above settlement functions.

Shift totals

3. Click on the [Shift totals] button from the [Settlement (F3)] tab.

Duplicate receipt

3. Click on the [Reprint] button from the [EFTPOS (F2)] tab.

Settlements, Shift totals,

and duplicate receipts

NAB Contactless Reader allows your customers to make purchases conveniently by tapping their contactless cards on the reader. Transactions under $100 are usually authorised quicker without the need for a PIN or signature. The information is transferred securely and wirelessly to the reader. More importantly, both you and your customers are protected against unauthorised contactless payments. If you have a NAB Contactless Reader please refer to the information below on how to process those transactions. If you would like to know how NAB Contactless Reader

can help you process payments faster and securely, please contact your NAB banker or our Merchant Service Centre.

Recommended location of your NAB Contactless Reader

We recommend you place your NAB Contactless Reader in a location where customers can easily reach it and it’s close to your NAB Integrated terminal.

Recommended placement of Contactless signage and promotional items

To make sure your customers are aware of this payment option, we recommend you place all relevant signage or promotional items on your countertop – ideally in a position that’s visible to customers. This will encourage them to pay using their contactless cards.

Contactless cards accepted by your NAB Contactless Reader

Your NAB Contactless Reader will accept contactless cards branded as Visa payWave or MasterCard® PayPass™.

These contactless card types can be identified by the logos illustrated below:

MasterCard PayPass Visa payWave

Functions available with your NAB Contactless Reader

Your NAB Contactless Reader will only process purchase transactions for contactless cards. To process unsupported transactions, for example, refunds you must either swipe or insert the card to process the transaction.

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2 2

The four easy steps below show you how to process a contactless transaction:

Step 1

Initiate a Purchase transaction on your POS. The transaction request includes the purchase amount.

Step 2

When prompted, your customer should tap their contactless card on the NAB Contactless Reader. You’ll hear a ‘beep’ and the four green lights on the reader will be illuminated, indicating the card has been read successfully.

Step 3

Follow the on-screen instructions on the EFTPOS terminal/POS display and/ or Contactless Reader to complete the transaction.

Step 4

Customer receipts are optional for contactless transactions under $100 unless the customer specifically asks for one.

NAB Contactless Reader TAP CARD $1.00 POS Display NAB Contactless Reader TRANSACTION APPROVED POS Display NAB EFTPOS TERMINAL Customer Copy Integrated Ready

Processing a contactless transaction

What to do if you can’t process a contactless transaction

If a contactless transaction cannot be processed by the reader or terminal, you must either swipe or insert the card to process a transaction through your EFTPOS terminal.

Understanding and troubleshooting messages with your NAB Contactless Reader

Throughout the transaction process, the reader may display instructional or error messages for you or the customer. Please check the messages section for when a contactless

transaction is being processed.

If the reader display is turned off, please: • verify the reader is plugged into the terminal; • verify the terminal has been turned on;

• verify you are not experiencing a general power outage; or • contact the Merchant Service Centre for further assistance.

Messages on your NAB Contactless Reader

Message displayed Definition

Ready The reader is idle and not processing any ransactions Processing, please wait A payment is being processed

Remove card A contactless card was read but hasn’t been removed from the reader

Transaction approved OR

Transaction declined This is the result of the transaction

Tap card The card needs to be held or tapped on the reader Verifying signature Please verify the signature

Present only one card More than one contactless card has been resented Please use other card The card cannot be read

Chip card blocked The chip card has been blocked. Please request your customer to contact their bank

Chip read error The chip cannot be read successfully Contactless Reader error,

call helpdesk The reader may be faulty, please contact the helpdesk No matching application

The contactless card cannot be recognised.

Please use an alternative card or revert to the swipe or insert method on the terminal

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29 2

China UnionPay – UnionPay

China UnionPay (UnionPay) is a card scheme that originated in Mainland China and also operates throughout parts of Asia.

UnionPay issues both debit & credit cards which can be accepted at selected merchants across Australia.

Processing UnionPay transactions

All UnionPay cards must be swiped through the terminal card reader to initiate the transaction. Key entry or paper transactions are not permitted. Processing refunds on UnionPay cards differs slightly to the normal process. Step by step details on how to process refunds on a UnionPay card can be found on pages 32-33.

UnionPay Verification Method

Debit card PIN & Signature are mandatory Credit card PIN & Signature are mandatory If a PIN is not entered the transaction will be declined.

Authorisation

All UnionPay transactions are authorised online by UnionPay.

Fallback & manual transactions

There are no floor limits (ie. zero floor limit), as UnionPay does not permit Fallback or manual transactions.

Functionality

The functionality that will be available on EFTPOS terminals for UnionPay transactions will be Purchases and Refunds.

Processing UnionPay refunds

• UnionPay refunds require the Auth ID, RRN and purchase date from the original purchase to be entered

• Multiple refunds can be done against a purchase on a UnionPay card; however the total amount refunded must not exceed the original purchase amount

• UnionPay refunds can be matched for up to 30 days

• The refund must be returned to the same account that the original purchase was sourced

• If the refund cannot be matched with the original purchase and is within the 30 days then the merchant must not provide a refund in any other form e.g. paper transaction • The card holder must dispute the transaction upon returning to mainland China

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Below are examples of UnionPay debit cards. These are indicative as there are many different UnionPay card designs available.

Issuer’s name in Chinese and English Issuer’s logo

The name of the debit card Valid, issue or expiry date UnionPay logo Card number Magnetic stripe Cardholder signature panel Issuer’s statement

and service hotline (optional)

Details on the back of UnionPay debit cards Details on the front of UnionPay debit cards

UnionPay debit cards

Below are examples of UnionPay credit cards. These are indicative as there are many different UnionPay card designs available.

Issuer’s name in Chinese and English Issuer’s logo Embossed card number UnionPay logo Embossed cardholder’s name Details on the back of UnionPay credit cards Magnetic stripe Cardholder signature panel Issuer’s statement

and service hotline (optional)

Details on the front of UnionPay credit cards

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Terminal display Screen display Action

REFUND

AUTH DATE

The operator must now enter the day and month of the original purchase transaction, this can also be retrieved from the original receipt

Note. The day and month must both be 2 digits so enter them exactly as they appear on the receipt including any leading zero. E.g. if the original transaction was on the th of January enter 0601.

PROCESSING PLEASE WAIT

The terminal will verify that the original transaction was performed.

REFUND $14.00

KEY PIN ****

Customer is prompted to enter a pin on the terminal.

CHECK SIGNATURE

SIGNATURE VERIFIED?

Check that the customer’s signature matches the one on the card. For UnionPay cards this must be done even though the PIN was entered.

TRANSACTION APPROVED

PRINTING, PLEASE WAIT

The refund is approved. Refunds using UnionPay cards are slightly different to other cards.

The receipt from the original purchase is required to perform a refund on a UnionPay card, the required details are highlighted on the example to the right. These are the transaction date (day and month), RRN (retrieval reference number) and authorisation ID (AUTH ID).

Terminal display Screen display Action

Integrated Ready

On the POS interface: • Select the [Transaction] tab. • Select the Txn Type as Refund. • Enter the Refund amount into the

Amt Purchase field.

• Select the [Transaction] button.

REFUND

INSERT/SWIPE

CARD Customer inserts or swipes card.

REFUND

SELECT ACCOUNT TYPE

Customer selects the account type from the options available on the terminal.

REFUND

ENTER AUTH #

The operator must now enter the AUTH ID from the original purchase receipt. See the example receipt at the start of this section for the location of this data.

REFUND

ENTER RRN

The operator must now enter the RRN from the original purchase receipt. See the example receipt at the start of this section for the location of this data.

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3 3

In the event of the terminal being unable to communicate with NAB, it will default to a ‘fallback’ situation.

Amounts above your floor limit require an authorisation number to be obtained from the appropriate authorisation centre and entered when requested into the terminal. For authorisations call

Credit Cards 13 25 15 Debit Cards 1300 360 852

Your requirements to ensure

transactions are valid

1. For all manual transactions:

a) Always try the transactions through the terminal first.

b) Check the card is being used after its ‘valid-from’ date and before its ‘valid-to’ date. c) Ensure that the card imprint is legible and complete.

d) Obtain authorisation for above floor limit transactions.

e) Ensure the cardholder’s name matches the cardholder’s photo identification. 2. For any signature based transaction verify the cardholder’s signature matches the signature on the card. If the signature does not match, or you are suspicious of the sale, contact the appropriate authorisation centre.

3. Ensure the accuracy of any card information keyed into the terminal.

. Retain your electronic transaction receipts and manual transaction vouchers for a period of not less than eighteen months.

If any of these conditions are not met, it is possible that the transaction may be invalid and the merchant account debited for the value of the disputed transaction.

Fallback procedure

Manual backup procedures involve the use of the manual imprinter and vouchers.

This procedure should only be used in the following circumstances: • a card is swiped or a card is keyed (if function selected) and the

terminal does not respond with the message AMOUNT $_.__ displayed • when the message DECLINED ISSUER NOT AVAILABLE is displayed.

This is because the terminal cannot contact the issuer of the card for authorisation at this time

• when you are prompted by your terminal (i.e. process on paper) • when the refund transaction amount exceeds either your transaction

or terminal limit

Do not use manual backup procedure for any of the following situations: • DECLINED (EXCEPTION: ISSUER NOT AVAILABLE)

• FAULTY CARD • INVALID CARD • EXPIRED CARD • CARD NUMBER ERROR • RETAIN CARD

If you have any doubt on whether you should use the manual backup procedure, please call the Merchant Service Centre.

However, for many of these messages, the Merchant Service Centre cannot assist any further as the details of specific cardholders cannot be revealed. For example, if a transaction is declined due to lack of funds, this will not be advised to you.

Authorisation of above floor limit manual transaction

Where a manual transaction amount exceeds your floor limit, you must obtain telephone authorisation from the appropriate Authorisation Centre.

Your floor limits are listed on the inside cover of your ‘Merchant Operating Guide – for point of sale merchants’.

For Authorisation call

Credit Cards 13 25 15 please have your store number ready before calling.

Debit Cards 1300 360 852 please have your merchant number ready before calling.

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3 3

Installation Problems Terminal offline

The most common reason for this error message is that the terminal is not connected to the PC correctly. Please:

• Check the power to the terminal. The terminal should be showing something on its display screen;

• Check the terminal is connected to the COM port on the PC;

• Check that the PC-EFTPOS Client Settings are configured to use the correct COM port, usually COM1; or

• Check that the RS232 cable is plugged into modem correctly.

No response from bank to logon

• Check the terminal and merchant ID from the logon receipt • Verify that the terminal ID being used is set up at NAB

• If the TID is correct, check the EFTSRV settings to ensure the message is being sent to NAB.

No more paper

If you get this error message on the screen of your terminal. The terminal must have a paper roll inserted to operate. Please insert a paper roll to correct this problem.

Terminal online, but getting ADVICE message during logon or transaction

The terminal may have a stuck message, which NAB is unable to process. To clear this stuck message:

• Open up the PC-EFTPOS client (either by double clicking on the icon in the taskbar, or pressing function 11110 on the terminal)

• Press the “Ctrl Panel…” button

• Once in the Control Panel, press the “Diagnostics” button on the “EFTPOS (F2)” tab • This will present a series of options on the POS

• Press NO until you reach the one that says PRINT/CLR SAF QUEUE • Answer YES to this question

• This option will delete any reversals or advices and print out a receipt of all the transactions that were deleted

• The transactions printed on this receipt need to be reported to the Merchant Service Centre otherwise there will be some missing or extra transactions in the account.

Support and

Troubleshooting

Information

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39 3

EFT Client Offline

This error means that one of the following has occurred:

• The most common cause of this error on a correctly installed machine is that there is more than one application running that uses our EFTPOS system. Examples are the POS system and our test POS system. There can only be one POS running. Shutdown any other applications that may also use EFTPOS; or

• The EFT client is not running (or installed). Check if the client icon is on the task bar near the clock. (Warning… Not all POS systems shows the task bar). Start client by rebooting POS.

Cannot manually enter card number

If the terminal won’t accept a manual card transaction, check to see if the key entry option is enabled by performing the following steps:

1. Open the PC-EFTPOS client

2. Click on the Ctrl Panel button and then click on the Diagnostics button 3. Select NO when asked “Print Merchant List”

. Select YES when asked “Print Configuration” . Select NO to the remaining questions

. Check the print out for key entry – it should be set to 1. If it is set to 0, you will need to contact the Merchant Service Centre on 1300 39 2 and ask to them to “Enable key entry”.

Certain cards won’t process

If the EFTPOS system only fails on Refunds, Cash-Out, American Express or Diners cards they may be disabled on the NAB host. Check with the Merchant Service Centre to see if they are enabled on your terminal profile.

Hardware Problems

Hardware error troubleshooting

• Try to access one of the supported functions by pressing the function key • If the terminal goes into maintenance functions the terminal hardware is working • If the terminal will not respond, it is probably broken

• Check power & cables

• If possible try another terminal on this power point

• If there is still no activity on the terminal screen the terminal is probably broken.

Terminal issues that may require a replacement

• With NAB Integrated, once you log a terminal on, you cannot change

Terminal IDs (if you swap lanes) without a terminal swap

• Card reader fails card reading on all cards

• Terminal has been dropped and the display is smashed • Missing keys on keypad

• Non-responsive keys on keypad. Re-power the terminal and try keys again before replacing • If the terminal display contains the text APPLI NOT OK, then the terminal has lost its

software. Contact the Merchant Service Centre to replace the terminal

• If the terminal response code 3 or 9 after an RSA logon, the terminal has lost its keys. Contact the Merchant Service Centre to replace the terminal.

Communication Problems Argent Line

An Argent line needs to be configured to run the AABP Protocol at 900bps. Ensure that Telstra installs this type of line. Telstra will provide an Argent Terminal Adaptor (ATA) and an ISDN line.

Argent Terminal Adaptor Connection to the PC

The Argent ATA must be connected to the PC

• Via a 2-pin (V.2 port on ATA) to 9-pin (COM port on PC) standard RS-232 modem cable (available from any PC or Electronics Store)

This connection will fail if….

• The cable is incorrect, you CAN NOT use a null-modem cable (type 1), and you must use a standard RS232 modem cable

• The incorrect COM port is configured for the Argent line in EFT server (lines tab). If the Argent ATA display is a steady dot, then the Argent ATA is configured for AABP and is ready to be connected to the PC running the EFTSRV software.

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1 0

To access the function menus, press the key on the terminal when the terminal is in its IDLE mode.

The following function menus are available:

Function Number (Admin Password) Description

11113333 Software download (Internal GPRS only) 11110 Show EFT-Client on POS

11111 Show EFTSRV on POS 11112 Show EMS-client on POS

Administrative Menu Accessed via pressing the key Option Description 1 User Setting 2 Display Functions 3 Version Info Reboot terminal Option Description + [Clear]

Press and hold for 2 seconds to reboot

Diagnostics Menu Accessed via EFT Client

Option Description

1 Print Merchant List 2 Print Configuration 3 Print Statistics  Print and Clear SAF

(Caution: SAF will be cleared)  Print Offline Decline

System time outs

Function key menus

The terminal will support the following ‘time outs’ for its PC-EFTPOS client and Network interface:

Terminal time out Event

3 seconds PC-EFTPOS Client ACK to terminal request

3 seconds PC-EFTPOS Client ACK to send Host message request 10 seconds PC-EFTPOS Client response to display request 10 seconds PC-EFTPOS Client response to print request  seconds Host response to Financial Transaction requests  seconds Host response to administration requests  seconds Host response to Reversals and SAF uploads 0 seconds Customer response to Card entry prompt 30 seconds Customer response to Account prompt 0 seconds Customer response to PIN entry prompt 10 seconds PC-EFTPOS Client response to insert slip request 30 seconds PC-EFTPOS Client response to verify signature request

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3 2

Host generated response codes

The following section describes the response codes returned from the NAB host. For assistance with the following codes, contact Merchant Service Centre.

Code Terminal Display Explanation Action To Be Taken

00 TRANSACTION APPROVED

The transaction has been approved and the customer should be allowed to leave with the merchandise and any cash out requested.

• None.

01 TRAN DECLINED SEE CARD ISSUER

The cardholder’s bank has not allowed the transaction and requires the cardholder to contact them.

• Seek another form of tender.

0 TRAN DECLINED CALL AUTH CENTER

The cardholder’s bank has not allowed

the transaction. • Seek another form of tender.

0 APPROVED WITH SIGNATURE

The transaction has been approved, subject to the customer’s signature matching that on the back of their card. A signature slip will need to be inserted in the slip printer.

• None.

12 TRAN DECLINED INVALID TRANS

The type of transaction requested

is not allowed for this terminal or this card. • Seek another form of tender. 31 TRAN DECLINED

SEE CARD ISSUER

The cardholder’s bank has not allowed the transaction and requires the cardholder to contact them.

• Seek another form of tender.

39 TRAN DECLINED NO CREDIT ACCT

This card does not have a credit account linked to it. The cardholder needs to try another account or contact their card issuer.

• Ask customer to select another account. 1 TRAN DECLINED

SEE CARD ISSUER

Insufficient funds cardholder should

contact their bank. • Seek another form of tender. 2 TRAN DECLINED

NO CHEQUE ACCT

This card does not have a cheque account linked to it. The cardholder needs to try another account or contact their card issuer. • Ask customer to select another account. 3 TRAN DECLINED NO SAVING ACCT

This card does not have a savings account linked to it. The cardholder needs to try another account or contact their card issuer.

• Ask customer to select another account.

 TRAN DECLINED EXPIRED CARD

This card has expired. The cardholder must

contact their card issuer. • Seek another form of tender.

 TRAN DECLINED PIN INCORRECT

The customer has entered an incorrect PIN number. They should attempt to enter it again.

• If necessary, remind the customer to enter the PIN again and press the

[ENTER] key.

0 TRAN DECLINED CALL HELP DESK

The cardholder’s bank has not allowed

the transaction. • Try another card or call help desk.

1 TRAN DECLINED OVER CARD LIMIT

The cardholder has already exceeded

the daily withdrawal limit for this card. • Seek another form of tender.

 TRAN DECLINED EXCEED PIN TRIES

The cardholder has exceeded the number

of allowable PIN tries. • Seek another form of tender.

91 TRAN DECLINED ISSUER NOT AVAIL

The cardholder’s bank is unable to be

contacted to authorise the transaction. • None, terminal shall attempt EFB.

93 TRAN DECLINED ALREADY SETTLED

The terminal has already settled within the settlement window. • None.

9 TRAN DECLINED DUPLICATE TRANS

The NAB host has already seen the

transaction. • Do not retry the transaction.

9 TRAN DECLINED SYSTEM ERROR

The system has malfunctioned and requires the transaction to be retried.

• Retry EFT tender, • Verify network

status and terminal’s initialisation status on the host.

9 TRAN CANCELLED SYSTEM ERROR

The Bank has detected a Message Authentication error on the message from the terminal.

• Logon terminal • Retry EFT tender.

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 

NH CALL HELP DESK The terminal is not known to the _{transaction host} • Contact NAB _{help desk}

Note:

SYSTEM ERROR XX where XX is the Response Code.

Other Response Codes not shown above decline the transaction and display the error message “TRAN CANCELLED”, “SYSTEM ERROR XX” on the terminal display.

w

The following section describes the response codes generated by the terminal.

M0 TRAN DECLINED MSG FORMAT ERROR

The response received from NAB had

a format error. • Retry transaction. M1 TRAN DECLINED

STAN MISMATCH

The Terminal has detected a STAN error and is unable to complete the

transaction. • Retry transaction. M2 TRAN DECLINED

TERM ID MISMATCH

The Terminal ID contained in the request message did not match the Terminal ID contained in the response received from NAB.

• Retry transaction.

P0 TRAN DECLINED COMMS ERROR

The buffer used to receive messages from the EFT-Client is full, preventing other

messages being received. • Retry transaction. P1 TRAN DECLINED

COMMS ERROR

Transmission failed from the terminal to

EFT-Client. • Retry transaction. P2 TRAN DECLINED

COMMS ERROR

Response timeout occurred on messages

between the terminal and EFT-Client. • Retry transaction. P3 TRAN DECLINED

COMMS ERROR

No ‘ACK’ received on the low level protocol messages between the terminal and

EFT-Client. • Retry transaction. P TRAN DECLINED

COMMS ERROR

Protocol error occurred on messages

between the terminal and EFT-Client. • Retry transaction. P TRAN DECLINED

SYSTEM ERROR

Invalid response received by the terminal

from the EFT-Client. • Retry transaction. P TRAN DECLINED

COMMS ERROR

Receiving failed by the terminal from

the EFT-Client. • Retry transaction. P TRAN DECLINED

COMMS ERROR

Communication connection timeout

occurred to the EFT-Server. • Retry transaction.

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 

PF TRAN DECLINED

PRINT FAILED The receipt failed to print.

• Check POS printer. • Retry transaction.

PR TRAN CANCELLED INVALID REQUEST

An invalid request received by the POS.

• Merchant has selected a POS option that is not supported by the terminal. • Retry transaction

with correct selection. Q1 FAULTY CHIP CARD Card read error • Retry transaction.

Q2 CHIP CARD

BLOCKED Card blocked by cardholder’s bank

• Retry transaction. • Seek another form

of tender.

S0 TRAN DECLINED SYSTEM ERROR

An error has occurred in the CPAT download • Retry transaction. • If problem persists, contact NAB help desk. S1 TRAN DECLINED

SYSTEM ERROR Internal terminal error

• Retry transaction. • If problem persists,

contact NAB help desk to perform memory reset.

S2 TRAN DECLINED

S3 TRAN DECLINED

S TRAN DECLINED

S TRAN DECLINED

S TRAN DECLINED

S TRAN DECLINED

SP TRAN DECLINED

SYSTEM ERROR PPID mismatch

• Error with security, contact NAB help desk to swap terminal. SQ TRAN DECLINED

SYSTEM ERROR Error with security schemes

• Error with security, contact NAB help desk to swap terminal. T0 APPROVED Used in a status request, indicates the _{terminal is in a ready state.} • None.

T1 TRAN DECLINED NO DUPLICATE

No duplicate receipt is available in the

terminal. • None.

T2 TRAN DECLINED NO LAST TXN

No last transaction is available in the

terminal. • None. T3 TRAN DECLINED

INVALID ACCOUNT An invalid account was selected. • Select valid account. T TRAN DECLINED

NO CASH ALLOWED

No cash out is allowed for the transaction attempted.

• Remove cash out component in transaction request.

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9 

TA TRAN DECLINED

CARD INVALID Card not allowed for merchant. • Use another card. TB TRAN DECLINED

CARD INVALID Card not allowed for merchant. • Use another card. TC TRAN DECLINED

INVALID CARD NO LUHN check failed.

• Retry entering card number. TD TRAN DECLINED

CARD EXPIRED Card expired. • Use another card. TE TRAN DECLINED

REFUNDS DISABLED Refunds are disabled on the terminal.

• Contact NAB help desk.

TF TRAN DECLINED

INIT REQUIRED Terminal initialisation required.

• Perform Initialisation. • If problem persists, contact NAB help desk. TI TRAN DECLINED OPERATOR TIMEOUT

Operator Timeout occurred while the

terminal was awaiting input. • None. TL TRAN DECLINED

SIGNATURE ERROR

The operator has pressed the [NO] key in response to a “SIGNATURE REQD”

prompt. • None. TM TRAN DECLINED

CANCELLED

The operator has cancelled the transaction when a PIN or Account retry prompt is

being displayed to the customer. • None. TU TRAN DECLINED

SAF PENDING

The terminal has a SAF stored, the terminal and merchant ID can not be changed until they are cleared.

• Clear SAF before retrying configuration. TV TRAN DECLINED

REVERSAL PENDING

The terminal has a reversal stored, the terminal and merchant ID can not be changed until it is cleared.

• Clear Reversal before retrying configuration. TX TRAN DECLINED

CARD INVALID

The card used was not found within the

terminal CPAT. • Use another card.

TY TRAN DECLINED CARD INVALID

Card group is configured to be rejected for

this merchant. • Use another card. TZ TRAN DECLINED

CARD INVALID

The card used has been rejected by the

terminal CPAT. • Use another card. XA TRAN DECLINED

HEADER ERROR

The terminal has detected a header error

on the incoming host message. • Retry transaction. XD TRAN DECLINED

NO MANUAL ENTRY

No manual entry is allowed on the terminal.

• Contact NAB Help desk if manual entry required.

XE TRAN DECLINED TXN NOT SUPPORTED

The card used can not support

transaction type due to AGC restriction. • Use another card. XF TRAN DECLINED

TXN NOT SUPPORTED

Pre-Authorisations not supported for

acquirer. • Attempt another transaction type. XG TRAN DECLINED

TXN NOT SUPPORTED

A request has been received by the POS

that is not supported by the terminal. • Attempt another transaction type. X2 MAC ERROR The terminal has detected a MAC error • Logon terminal• Retry EFT tender.

X TRAN DECLINED CNP ERROR XX XX

A CNLP error occurred. The ‘XX XX’ is the error code returned.

• If error is ‘01-00’ (Bank is not available) - Retry EFT Logon periodically. • Verify the

communication parameters. • Retry transaction. • Verify the network

status (See section Tran$end initiated errors).

X0 TRAN DECLINED NO RESPONSE

No response was received via the host to a terminal request.

• Retry transaction. • If problem persists

check communications settings and NAB host status.

• If problem persists, contact NAB help desk.

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1 0

XT TRAN DECLINED CONFIG REQD

Terminal configuration is required before it can transact.

• Configure terminal with Merchant and Terminal ID Y1 APPROVED Y1 Transaction is approved offline. No further action _required.

Y3 APPROVED Y3 Unable to go online, offline approved No further action _required.

Z0 TRAN DECLINED

MODEM ERROR Transaction is approved offline.

No further action required. Z1 TRAN DECLINED

NO DIAL TONE Unable to go online, offline approved.

No further action required. Z2 TRAN DECLINED

NO ANSWER

An error has occurred with the terminal or P/P modem. • Retry transaction • If problem persists check communications settings. Z3 TRAN DECLINED LINE BUSY

The modem has failed to find a dial tone on the attached phone line or the transaction is declined whilst the terminal is offline.

• Check line on P/P. • Retry transaction or

pay by other means. Z TRAN DECLINED

NO HOST PHONE NO

The number being dialled by the terminal is not answering. • Retry transaction • If problem persists, check communications setting for P/P. Z TRAN DECLINED POWER FAIL

The number dialled by the terminal is engaged or the terminal is unable to go online and the transaction was declined offline.

• Retry transaction or pay by other means. • If problem persists,

check communications setting for P/P. Z TRAN DECLINED

NO CARRIER

No phone number is configured in the terminal.

• EFT-Server settings are incorrect for P/P. Phone number needs to be added. Z TRAN DECLINED

NO EFT SERVER

The terminal lost power during a transaction. This receipt is printed upon reboot.

• Check terminal power supply.

• Retry transaction. Z TRAN DECLINED

CONN. DROPPED

The number dialled or connected line does

not have a carrier on the other end. • Retry transaction.

Z9 TRAN DECLINED SOFTWARE MISSING

There is no link from the PC-EFTPOS client to the EFT SERVER software.

• Check EFT Client IP address.

• Check EFT Server setup.

ZA TRAN DECLINED

GPRS NETWK ERROR Connection has been dropped.

check communications settings.

ZB NO EFT SERVER A software component is missing. • Contact NAB help desk _{to swap out terminal.}

ZC TRAN DECLINED

INVALID COMMS GPRS Network error returned.

• Power off terminal • Check SIM.

ZD TRAN DECLINED POS INTERRUPT

No connection found between the PC-EFTPOS client to the EFTSRV software.

• Contact your POS provider or PC-EFTPOS. ZE TRAN DECLINED

NO SIM CARD Invalid Communications mode selected

• Terminal is set to Dial. • Change setting to

GPRS. ZF TRAN DECLINED

BAD SIM PASSWORD

POS request received while transmission

of a message occurred via terminal. • Retry transaction. ZG TRAN DECLINED

SIM CARD LOCKED No SIM card in terminals.

• Contact NAB help desk.

ZF TRAN DECLINED

BAD SIM PASSWORD SIM password incorrect.

• Contact NAB help desk to check NAB Host communications settings.

ZG TRAN DECLINED

SIM CARD LOCKED SIM card is locked.

• Contact NAB help desk to replace SIM.

Note:

Other Response Codes not shown above decline the transaction and display the error message “TRAN DECLINED”, “SYSTEM ERROR XX” on the terminal display.

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3 2

Argent Basics

The seven segment display on the Argent Terminal Adaptor will light up and will move through a sequence of numbers on start-up. The numbers displayed will be steady when the call is progressing and the configuration downloading normally on the D-channel during start-up. The display will flash continuously if call progress encounters an error condition during start-up.

The table below provides a list of “start-up status codes” that the ATA will display in order of sequence when the power is being applied, the call is being set up and the configuration is being downloaded by the Argent Network Management System (NMS).

Argent Error Codes Display Interpretation

Building Bars Program decompressing into memory Steady 1 Power-on test executing. Dot will pulse on/off Steady 2 D-channel interface active for EFTPOS

Steady 3 Pre-configuration in progress, learning identity Steady  Remote management in progress, configuration Steady  Software download in progress

Steady  Reserved Steady  Reserved Steady  Reserved Steady 9 Reserved Steady 0 Reserved

Steady dot Normal Operation (no fault)

CLNP Errors

If the EFTSRV can communicate with the ATA, then errors will be reported via CLNP error codes on the display receipt. (Refer to error codes on page 3)

The most common errors are:

X CNP 01 0 ~ this means that the Argent systems can’t communicate with the bank. Check the POSAME and the Host Address, and then call Telstra.

X CNP 01 01 ~ this means that the POSAME is wrong. Confirm it with Telstra.

Argent Error Codes

ATA Seven Segment Display Start-up Status Codes Display Interpretation

Flashing 1 Power up test fails Flashing 2 ISDN connection down Flashing 3 No carrier on EFTPOS port

Flashing  Data overrun/underrun on Serial V.2 port Flashing  No stations responding to polls on EFTPOS port Flashing  Last call attempt failed-Channel

(X.2 fault or Argent server or NMS unavailable) Flashing  Not applicable

Flashing  NMS has no pre-configuration to download Flashing 9 NMS main configuration failure

Flashing 0 Not applicable

CLNP error codes

CLNP error codes are reported as XX/YY where XX =Information code and YY=Error code as below:

Information Code Meaning

0 Unspecified

1 Validation failure on incoming Terminal message 2 Not Supported

3 Reserved  Reserved

 Validation failure on sign-on command  Successful sign-on

 Validation failure on sign-off command  Successful sign-off

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  Error Code Meaning 0 No Error 1 Unknown terminal ID 2 Invalid AME 3 Not Supported  Not Supported

 Unknown Host reference  (Reserved)  Not Supported  Destination unreachable 9 Not Supported 10 Not Supported 11-1 (Reserved) 1 Not Supported 1 Not Supported 19 (Reserved) 20 Not Supported 21 Not Supported

22 Undefined Symbolic Host Address 23 Invalid Station for Terminal 2 Invalid Command from Terminal 2 Not Supported 2 Not Supported 2-29 (Reserved) 30 No Data in PDU 31 Not Supported 32 Unknown Host 33 Not Supported

Who to contact for help

For assistance with your NAB Integrated EFTPOS terminal, update your details, or order stationery: Merchant Service Centre

1300 39 2 (2 hours a day,  days a week)

NAB Integrated Helpdesk

1300 39 2

For technical support, please select Option 1 for Technical Issues and then Option 2 for NAB Integrated.

This helpdesk is part of our Merchant Service Centre and provided by Keycorp Services on behalf of NAB to assist you with your technical support needs for the terminal and PC-EFTPOS software.

Phone numbers for authorisations 24 hours a day, 7 days a week

Credit Card (‘CR’) Account 13 25 15

Please have your store number ready before calling. Debit Card (‘CHQ’) or (‘SAV’) Account 1300 360 852

Please have your merchant number ready before calling.

For assistance with POS software:

Your POS vendor

For assistance with Argent:

Telstra Argent Help Desk 1300 110 9 For more information around POS supported by PC-EFTPOS or to order a P67 dial-up modem: PC-EFTPOS • Reception: (02) 999 900 • Website: http://www.pceftpos.com/

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 

Lost or stolen cards

Please call the above authorisation line appropriate for the card type used (credit or debit). Ask for extension 500 when calling about lost or stolen credit cards.

Your details

EB Merchant No. Store No.

Set-up information

Terminal number

POS Software and version:

Communication method: IP / GPRS / Argent / Dial IP Gateway Username

(if applicable)

Dedicated Line Y/N

Configuration Details

Refund Y/N Key Entry Y/N

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9 

EFTPOS merchant user guide for NAB Integrated

1300 369 852

EFTPOS

merchant user guide

for NAB Integrated

Before you start

About your NAB Integrated Terminal

EFTPOS – merchant user guide

for NAB Integrated

Contents

Using NAB Integrated with a POS

Features overview for NAB Integrated EFTPOS

Europay MasterCard Visa (EMV)

PEN or PIN

Bank terminology

Installation of

Hardware installation

Processing a Purchase transaction

Operating your

Declined response

Approved without a signature

Settlements, Shift totals,

and duplicate receipts

Processing a contactless transaction

Messages on your NAB Contactless Reader

China UnionPay – UnionPay

UnionPay debit cards

Your requirements to ensure

transactions are valid

Fallback procedure

Support and

Troubleshooting

Information

System time outs

Function key menus

Host generated response codes

Argent Error Codes

Who to contact for help

Lost or stolen cards

Your details