Quick Reference Guide

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Gemalto MagIC³

RETAIL

Merchant Services Helpdesk Contact Number

Bloemfontein 051 412 3901 Western Cape (CT) 021 659 8299 KwaZulu Natal (DBN) 031 580 6450 Gauteng (JHB) 011 352 5771 Eastern Cape (PE) 041 392 8000 Pretoria 012 369 8350 Merchant Services Authorisation Centres Bloemfontein 051 407 5760 Western Cape (CT) 021 401 5445 KwaZulu Natal (DBN) 031 308 4554 Gauteng (JHB) 011 369 2888 Eastern Cape (PE) 041 504 6163 Pretoria 012 421 4567

First Na

tional Bank - a division o

f FirstRand Bank Limit

ed. An Authorise d Financial S er vic es and Cr edit Pr ovider (NCR CP20).

Quick Reference Guide

Merchant

Services

Making card

transaction faster.

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Merchant Services quick

reference guide

This guide has been designed to assist you with the different functions and transaction flows that are available on your Terminal.

Note: randomised 4 digit

number

In our continuous efforts to fight fraud we have introduced the “randomised 4 digit” process to all transaction flows. This means that when you swipe the customers card the terminal will, as an added security feature, prompt you to enter a randomly selected 4 digits of the card number, as it appears on the card, on the terminal. You will not be able to proceed with the transaction until the correct 4 digits requested, have been entered correctly.

Purchase:

• Swipe customer card • Select the purchase option

and press enter • Type in Amount • Press Enter • Debit Card • Choose account • Press Enter • Credit Card

• Enter randomised 4 digits of customer’s card

• Press Enter

• To confirm Amount, press Enter

• Debit Card • Cardholder types in PIN

• Press Enter • Slips Print

• To confirm signature, press Enter

• If signature differ, press cancel

• Supervisor Card & PIN will be required and the transaction will be reversed

2 Slips will print. Please ensure that the cardholder sign the merchant slip.

Hand the cardholder slip to the client

Notes on the purchase

transaction:

The device dials out if over the floor limit and will come back with a response:

Approve, Decline, Please Call etc

The device will print an approved or declined slip

• It the transaction is approved, merchant copy prints

• Request cardholder to sign the slip

• Check if the signature at the back of the card matches the signature on the signed voucher

• Only the ‘owner’ of the card is allowed to purchase on the card

Purchase

Budget facility (The purchase Amount must be over R200)

• Swipe customer card • Select Purchase • Press Enter

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• Type in Amount • Press Enter • Select Budget • Press Enter

• Type in number of months (3-60)

• Enter randomised 4 digits of customer card requested • Press Enter

• Confirm Amount • Press Enter

Unique referencing

This option can be enabled on your terminal for the primary purpose of linking a particular sale to the card that was used for payment. This number can be added to the transaction flow of the transaction, but no validation will take place. The number can be an invoice, membership, student, prescription, order, policy or any kind of number that is used for internal reconciliation purposes. Note: The number will print on the slips but will not reflect on the cardholder’s statement. (Refer to Supervisor Menu later in the guide)

Steps to enable the

unique ref number:

• Press menu x1 • Select APP • Press Enter

• Operation Menu will appear • Select supervisor menu • Press Enter

• Enter supervisor number • Press 01

• Enter supervisor • Select terminal option 2 • Press Enter

• Select option ‘5’ Number option

• Press Enter

• Option screen will appear • Scroll down to enable • Press Enter • Press cancel x 3

Purchase with a reference

number:

• Swipe card • Select retail • Press Enter • Select purchase • Press Enter • Enter a ref number • Press Enter

• Enter a generic number • Enter purchase Amount • Press Enter

• Select cheque or savings • Confirm Amount • Press Enter on the pad • Terminal prints customers

copy for signature.

Purchase with “Alpha’s”

included in the reference

number:

• Swipe card • Select retail • Select purchase • Enter Alpha (Same as cell

phone ) • Press Enter

• Enter purchase Amount • Select cheque or savings • Confirm Amount • Press Enter on pad • Terminal prints customers

copy for signature.

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adding a reference number: SP – Space between the alphas BS – back space if you need to remove an incorrect alpha Num – Number Upp – Upper case Alphas Low – Lower case Alphas

If you have a reference number with 2 different alphas that are on the same key, you will need to press the first alpha and then the second alpha.

Steps to disable the

unique ref number:

• Press menu x1 • Scroll down to APP • Press Enter

• Operation Menu will appear • Select supervisor menu • Press Enter

• Enter supervisor number • Press 01

• Enter supervisor • Select terminal option 2 • Press Enter

• Scroll to option 5 number option

• Press Enter

• Option screen will appear • Scroll down to disable • Press Enter • Press cancel X3

Reprint transaction slip

• Press menu x1 • Scroll down to APP • Press Enter

• Operation Menu will appear • Select 1 Reprint Slip

• Terminal will prompt you to enter a Sequence

Number

• If you wish to reprint the very last transaction, press Enter

• If you wish to reprint a transaction of earlier in the day, Enter the sequence number of that transaction, Press Enter • Slip prints

• Please note that only transactions that have not been banked can be reprinted

Balance enquiry

(Only allowed on certain Debit Cards)

• Swipe customer card • Scroll down to number ‘8’ -

Balance Enquiry • Press Enter • Choose Account • Press Enter

• Cardholder must type in their PIN

• Press Enter

• Terminal will dial out for processing

• Slip prints for customer only

Refund

(Not allowed on Debit Cards – refund in cash)

• Swipe customer card • Scroll down to number ‘5’

– Refund • Press Enter • Type in Amount • Press Enter

• Enter randomised 4 digits of customers card number • Press Enter

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• Press Enter

• Swipe Supervisor Card and type in PIN

• Press Enter • Slip prints

• If signature differs, press Cancel, Supervisor Card and PIN will be required again and transaction will be void

Reversal

Important Notes:

A Reversal can only be done before the terminal has banked A Debit Card transaction can only be reversed if it is the very last transaction on the terminal

• Swipe customers card • Scroll down to number ‘4’ –

Reverse Last Tran • Press Enter • Confirm Amount • Press Enter

• Swipe Supervisor Card and type in PIN

• Press Enter • Slip prints

Authorisation override

The override function is used when the terminal displayed a ‘Please Call’ message and an authorisation code was obtained from the Authorisation Call Centre.

Auth override

Purchase

(Not available on Debit Cards)

• Swipe Customer’s Card • Scroll down to number ‘7’ -

Auth Override • Press Enter • Type in Amount

• Press Enter

• Enter randomised 4 digits from card as requested • Press Enter

• Swipe Supervisor Card and key in PIN

• Press Enter

• Key in Authorisation Code received from Call Centre • Press Enter

• Slip will print

• If signature differs press Cancel, Supervisor Card and PIN will be required and the transaction will be reversed

Auth override

Budget

(Not available on Debit Cards) Amount must be over R200

• Swipe Customer’s Card • Scroll down to number ‘7’ -

Auth Override • Press Enter • Type in Amount • Press Enter • Select Budget • Press Enter

• Enter number of months (3-60)

• Enter randomised 4 digits requested from card as requested

• Press Enter • Confirm Amount • Press Enter

• Press Enter

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received from Call Centre • Press Enter

• Slip will print

Manual / key entered

transactions

Important Notes:

• This is not a standard feature open to all merchants • This functionality is

available only to merchants that have applied for this facility from FNB Merchant Services. Activation will only take place once the required documentation and agreements are in place, and training has been provided.

• Manual Entry allows a merchant to perform transactions without a card being present or if the card presented is damaged. • Please note that manual

entry transactions are categorised as high risk and should only be performed as an exception. • Please note that in all

instances where a manual transaction takes place, a legible imprint of the card must be made on the slip itself or preferably on the sales booklets provided for this specific reason.

• If a cardholder disputes a transaction and FNB Merchant Services requests the voucher from you, the merchant, and the slip and imprint is not available and legible, it could lead to a financial loss to your business

• Keep manual transactions to a minimum to help protect you from fraudulent activities.

• Do not accept a letter or a fax authorising card use. In all instances insist that both the cardholder and the card is present at the time of the transaction.

• Do not split transactions to avoid authorisations. These transactions will be returned to you. • FNB Merchant Services

utilise Bytes Technologies as our installation and repairs partner. Please note that these technicians are not allowed to perform manual transactions. Please contact the FNB Merchant Services helpdesk for assistance in this regard.

Manual purchase / sale

(See important notes above) Not available on Debit Cards

• Press 00

• Choose ‘1’ Purchase • Press Enter • Type in Amount • Press Enter

• Terminal will display: Swipe Card or Enter-Manual

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• Choose Enter Manual • Swipe Supervisor Card and

key in PIN • Press Enter

• Key in Card Number (PAN number)

• Press enter • Key in Expiry Date • Press Enter • Terminal will prompt:

‘CVV2 avail’

• Enter CVV number printed on the signature panel on the back of the card • The terminal will always

dial out to obtain authorisation • Slips print

Manual purchase / sale

Override

The override function is available only on retail.

• Pres 00

• Scroll down to number ‘3’ – Retail

• Press Enter

• Scroll down to number ‘7’ – auth override • Press Enter • Select Product • Press Enter • Type in Amount • Press Enter • Type in Quantity • Press Enter

• To add another product press Enter

• To continue with transaction press Cancel • Terminal will prompt:

Swipe card or ENTER- Manual

• Press Cancel

• Press Enter

• Key in customers card number

• Press Enter • Key in Expiry Date • Press Enter

• Key in the CVV (three digits printed on signature panel on the back of the card) • Press Enter

Authorisation only

Important Note:

• Applicable to Credit Cards • The ‘Auth Only’ function

is not meant to be a financial transaction and will not bank with the sales transactions.

• This function is mostly utilised in the Travel and Entertainment Industry for reservation of funds, until such time as the final transaction is processed • When an ‘Auth only’ is

performed the terminal will always dial out for an authorisation code. • Please call the Merchant

Services Helpdesk should you need assistance in this regard.

• Important: Do not perform on a Debit Card as the amount will be debited from the cardholder’s account balance instead of just reserving funds.

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Auth only

Purchase / Budget

• Swipe Customer Card • Select ‘Auth Only’ • Press Enter • Type in Amount • Press Enter • If prompted Select ‘Straight’ or ‘Budget’ • Press Enter

• If Budget is selected, key in number of months (3-60) • Press Enter

• Enter randomised 4 digit numbers of customers card

• Press Enter • Confirm Amount • Press Enter

• The device will dial out • Slip will print – approved /

declined • If approved the

authorisation code will print on the merchant and customer copy

Supervisor menu

Each merchant is allocated with Supervisor Cards and /or PIN’s upon installation of the Terminal. Supervisor intervention is required when any transaction besides the standard ‘sale’ needs to be performed. The terminal will prompt for ‘Supervisor Card’ to be swiped. This is a security measure and these cards must be kept safe and secure. Access should be restricted authorised personnel only.

Supervisor options

• Supervisor Card – an

appropriate batch of cards with PIN’s (Personal Identification Numbers) are systematically allocated to your merchant number and will be handed to the merchant at the time that installation takes place.

• Replacement cards are available on request. (Conditions apply) • New cards will

be activated by a consultant visiting your premises

• Supervisor Number and PIN – A unique Number and is allocated per supervisor / manager. (Secondary Option)

Basic steps:

• Select required Option from menu

• Press Enter • Follow the terminal

prompts

Supervisor menu

options available:

(Always follow the terminal prompts)

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• CARD CHECK • TERMINAL OPTIONS • GET PARAMETERS • CASH LIMIT • SUPERVISOR OPTIONS • NUMBER OPTIONS • GET PARAMETERS • REMIT (MANUAL BANKING) • PRINT TOTALS

• PRINT REPORTS • TERMINAL SET-UP • TEST COMMS • GET SESSION KEYS • BIN CHECK

Card check

• Check validity of card details as displayed on the card. A normal sale performs the same function.

Terminal options

Cashier Options

Waiter Options

Cashier Options

(This function can be used to link a cashier to a transaction or when shifts close)

• Cashier Prompt (Disabled / Enabled)

• Must enable before adding and deleting cashiers

• Print Cashier #s • This option will print a

list of cashier numbers loaded

• Add Cashier

• Enter Cashier Number • Press Enter • Enter Cashier PIN

• Press Enter • Confirm PIN • Press Enter • Delete Cashier

• Enter Cashier Number • Press Enter • Confirm cashier no • Press Enter

Waiter Options

(Enables restaurants to link waiters to specific transactions and end-of-day totals)

• Waiter Prompt (Disabled / Enabled)

• Tip / Waiter Disable • Tip / Waiter Enable • Tip Only Enabled • Print Waiter #’s

• This option will print a list of waiter numbers loaded

• Add Waiter

• Enter Waiter Number • Press Enter • Enter Waiter PIN • Press Enter • Confirm PIN • Press Enter • Delete Waiter

• Enter Waiter Number • Press Enter • Confirm Waiter no • Press Enter

Restaurant Purchase /

Sale

Credit Card

• Swipe Customer Card • ‘Select option 1’ Purchase • Type in Meal Amount

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• Press Enter • Type in Tip Amount • Press Enter • Terminal will request

randomised 4 digits to be key entered

• Press Enter

• To confirm Amount (Meal & Tip) Press Enter • Slip prints • Confirm signature • Press Enter

Restaurant Purchase /

Sale

Debit Card

• Swipe Customer Card • Select ‘1’ Purchase • Type in Meal Amount • Press Enter • Type in Tip Amount • Press Enter

• Choose Account: Cheque or Savings

• Press Enter

• Cardholder requested to enter PIN

• To confirm Amount (Meal & Tip) Press Enter • Slip prints • Confirm signature • Press Enter

Restaurant Pro Forma

Slip

• Tip mode needs to be enabled to utilise this option

• This can be used to print and Invoice for the customer, plus allow a space for the tip, before payment. This is not a financial transaction.

Steps:

• Press Menu • Choose APP • Operation menu will

appear

• Scroll down to Pro Forma Slip option • Type in Amount • Press Enter • Confirm Amount • Press Enter • Slip prints

• This is now taken to the patron’s table to add in a tip amount

• The transaction must now be completed on the terminal

Cash limit

• Not applicable to your terminal

Supervisor options

Go to Terminal Set-up; supervisors needs to be enabled first)

• Print Details • Load Supervisor Card

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• Load Supervisor PIN • Delete Supervisor • Change Master PIN

How to activate or

de-activate the Supervisor

Number and PIN option:

Activate: How to load a

Supervisor Number

• Press Menu x1 • Select APP • Press Enter • Operation menu will

appear

• Select Supervisor menu • Press Enter

• Enter Supervisor no - or swipe supervisor card & Enter

• Enter Supervisor PIN • Select Terminal options • Press Enter

• Select Supervisor card • Press Enter

• Enter Supervisor no • Press Enter

• Enter supervisor PIN - Press enter

• Select load supervisor card - Press enter • Supervisor ‘# ?’ - Enter

supervisor number and Press Enter

• Security level? - Enter level ( 1 or 2) – Press Enter • Supervisor ‘#’? – Enter

Supervisor PIN – press enter

• Confirm - Press Enter

De-Activate:

You must delete the supervisor that you want to change first and

load the supervisor again with a different PIN

• Press Menu x1 • Select APP • Press Enter

• Select Supervisor menu • Press Enter

• Enter Supervisor no - or swipe supervisor card & Enter

• Enter Supervisor PIN • Select Terminal options • Press Enter

• Select Supervisor card • Press Enter

• Enter Supervisor no • Press Enter

• Enter supervisor PIN - Press enter

• Select delete supervisor card - Press enter • Supervisor #? – Enter the

supervisor number that you want to delete • Press Enter

• Confirm supervisor no to delete

Press enter

Number options

(Refer to ‘UNIQUE REFERENCING’ earlier in guide)

This is used to add additional information to a transaction slip such as an invoice number, seat number, IATA number etc

Get parameters

If the terminal was unable to successfully upload parameters then the terminal will prompt the merchant to do so. You may not be able to perform any transactions until this is done.

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key in PIN

• Select ‘Get Parameters’ • Press Enter

• Terminal will dial out and update

Remit (manual banking)

If the terminal was unable to successfully bank all transactions in memory it will prompt the merchant to ‘Remit’ (bank) the terminal. Always ensure that the terminal has banked before starting a new day.

• Select Remit • Press Enter

• Terminal will attempt to dial out and bank • Ensure that you receive a

batch slip indicating the totals banked

NB: If you are unable to perform this function please contact the Merchant Services Helpdesk.

Print totals

• Current Totals

• This is the amount on the terminal that still needs to be banked • Cumulative Totals

• This is the amount of all the transactions since installation or since the last clearing the totals

After printing the totals the terminal will prompt you to ‘Clear Totals’: Press Enter to delete or to press Cancel

• Casher Current

• Can only be used if Cashiers are Enabled • Cashier Accumulative

• Can only be used if Cashiers are Enabled • Cashier Shift

• Can only be used if Cashiers are Enabled • Waiter Tips

• Can only be used if Cashiers are Enabled

Print reports

• Transaction Slip • Reprint Banking Slip

The following options

will mostly be used

by Merchant Services

Consultants or Bytes

Technicians:

Terminal set-up

• AM Modem Config • Print Set-up

• Enable Supervisors (Please contact Merchant Services Helpdesk for assistance) • Test Comms

• Reboot

Test comms

Get session keys

BIN check

General

Chip and PIN card

transactions

• Chip and PIN cards are the same size and shape as

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traditional credit and debit cards. The only difference is that a chip is embedded on the front of the card • Please note that signature

based cards are still an acceptable method of payment until further notice

The Transaction Flow:

• The Chip and PIN card is inserted in the Chip Reader available on your terminal and not swiped like magnetic stripe cards. If you swiped the card, the terminal will prompt you to insert the card. • Insert the card as far as it

will go into the chip reader slot with the chip closest to the terminal • NB: Always leave the card

in the reader until the transaction is complete • The client will be

requested to Enter their PIN

• Remember to give them privacy and never Enter the PIN on their behalf • If they forgot their PIN

please ask them to contact their bank for a replacement. You, as the merchant, cannot assist them in this regard. Ask for another card or an alternative means of payment.

• Once the transaction is complete then the terminal will prompt you to

remove the card. • The terminal will print

two slips as normal. The merchant copy must still be signed by the cardholder.

• All other transaction flows follow the same principle as traditional cards. • Remember: Just follow the

terminal prompts Note: Chip and PIN cards can be accepted in the Travel and Entertainment Industry.

Fraud

Ensure that your establishment received Fraud training and an educational brochure upon installation of the terminal. Further training is available on request.

Tips:

• Place the Fraud brochure within reach for quick reference • While you are waiting for

a transaction to process do a security check of the card features as explained in the Fraud brochure

• Check that the card is signed and that it matches the signature on the slip • Never process a transaction on instruction of a fax or telephone call • Do not accept an authorisation code from a cardholder. Always obtain it via the

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Terminal or the 24 Hour Authorisation Centre • The card and cardholder

must be present at the time of the transaction • Always make an imprint

of the pertaining card if a manual or key entered transaction took place

Code 10

Call the Authorisation Centre immediately and ask for a ‘Code 10’ if:

• You believe you have a counterfeit or altered card • The presenter Enter of the

card acts suspicious • The signature on the back

of the card and the slip does not match at all • The account number on

the printed slip is different than that of the embossed card

• The customer does not have his/her card with him and insists on buying with a card number only. Try and retain the card if possible

Do not attempt to detain the user if this will risk injury

• The Authorisation Centre will guide you through the appropriate security checks

• Merchants will be paid a reward for each recovered hot or stolen card

Terminal problems

What to check before contacting

the Merchant Services Helpdesk:

• Check Terminal is plugged into the power point • Check power point is

working • Check that the

communications method such as the telephone line or radio pad cables are plugged in and in working order

Printer Problems: How to insert the Tally Roll.

• Ensure that there is paper in the terminal

• Ensure that the paper is inserted the right way round

• Ensure that the paper roll is inserted securely • Only use FNB Merchant

Services approved paper rolls

When to report a faulty terminal: • Terminal is dead • Terminal starts up

continuously • Terminal checks files

continuously • Screen flashing

continuously • Screen displays ‘Config

Corrupt’ • Terminal struck by

lightning

• Keyboard faulty or non-responsive

• Magnetic stripe reader does not work at all

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• Do not disconnect the terminal from its power source or communications channel

• Do not switch the terminal off - software, memory or transactions may be lost

Terminal did not bank

If a terminal was unable to bank, a slip will print stating: Unsuccessful Banking – Please ‘remit’

• Use the Supervisor Card to bank:

• Swipe Supervisor Card and type in PIN • Press Enter • Select Remit on the

menu • Press Enter

Terminal did not

download hotcards or

parameters sucessfully

If a terminal was unable to receive the latest parameter and hot card downloads a slip will print indicating: Unsuccessful Params/Hotcards – Please update”

• Use the Supervisor Card to update otherwise all transactions will go online except refunds and overrides

• Swipe Supervisor Card

• Key in PIN • Press Enter • Select Update Params • Press Enter

Installations and repairs

• The cost of repairs is

included in the monthly rental*

• FNB Merchant Services’s accredited installation and repairs partner is Bytes Technologies

• The Bytes technician must identify himself before being allowed to install or repair terminals at your premises

• Neither FNB Merchant Services nor Bytes are responsible for the communications method chosen by the merchant. Any problems or queries must be directed at the communications channel such as Telkom, a RadioPad or GPRS Service provider

*Conditions apply

Insurance of terminal/s

• Terminal Rental Fees does

NOT include insurance of the terminal

• Ensure that all terminals are insured for fire, theft etc.

• No replacement terminal will be issued without insurance

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02340-2009

of the insurance amount applicable to your terminal • Vandalised Equipment:

Please note that there may be a cost recovery from the merchant for vandalised terminals, stolen or missing power supplies or attachments etc.

General merchant notes

Important points to remember:

• Ensure that your terminal banks on a daily basis and that the funds reflect on your bank statement • Ensure that you receive

and check your merchant statement on a monthly basis

• Please inform us of any changes in your business, for example new telephone, fax or email contact details, change in banking details, new owners etc

• For any fee or rate queries please refer to your FNB Merchant Agreement or contact the Merchant Services Helpdesk for assistance

• Acceptance information or query resolution on Diners Club, American Express and Fleet Companies must be referred to them directly

• Bytes technicians are instructed to successfully complete installations, training and repairs of

terminals only. No other tasks may be performed by them. Please contact the Merchant Services Helpdesk.

Very important

Voucher requests:

• From time to time you may receive a request for a copy of a transaction slip/voucher. The request will reach you via fax or email. (This is why it is very important to ensure that your contact details are always kept up to date) • Please ensure that you

respond within the requested time frames • Ensure that the slip/

voucher is clear and correct. This will enable us to respond to the bank who issued the query • Failure to supply signed

clear copies of vouchers/ slips may lead to a financial loss to your business.