An at-a-glance guide to managing your terminal

Your Quick Troubleshooter

2 | Your Quick Troubleshooter

Message: Referral B, Call Auth Centre

Solution: Please call Authorization Centre on:

UK 0345 850 0197 ROI 1850 30 31 30

To obtain an authorization code that will allow you to perform Force transaction on the terminal.

How? > F > New Trans > Force

Message: Transaction Declined

Solution: This is a genuine message from the Bank. Please ask your customer to consider other forms of payment. If the customer is concerned please refer them to their card issuer (the Bank).

Please note that when the card has reached its limit, then transactions can also decline.

Message: Batch Not Empty. Please Batch Off

Solution: Please send Batch manually from the terminal.

How? > F > Batch > End of Day

Message: Copy of Last End Of Day banking (Saved EOD)

Solution: You can re-print your last successful End of Day report via the Reports menu.

How? > F > Reports > Saved EOD (NB: The terminal may ask for the user password)

If you experience minor problems with your terminal it’s good to know that you have the answers to hand. This overview of messages and available options with description and instructions will help you to resolve most technical problems in minutes.

Messages

3 | Your Quick Troubleshooter

Message: Connection Failure (terminal connecting via GPRS network)

Solution: if the GPRS/3G terminal is failing to connect please turn the terminal OFF by holding ’Yellow’ and ‘Dot’ keys together. To power back on press ’Green’ button.

Automatic Network Registration:

How? > F > Terminal > Terminal Config > ’Green’ on the Profile number screen > Edit GPRS Network? > YES > Edit > Automatic Registration? > YES

Message: Terminal keeps printing last receipt

Solution: When the transaction is authorized, the terminal will print Merchant and Customer receipt.After each copy, the terminal will give you an option to Reprint or press OK on the bottom of the screen. If the receipt is clear and correct please select OK by pressing button just under the screen as outlined below:

PRINTER

iWL250

Tear Receipt (Merchant Copy)

Reprint OK

PRINTER

iWL250

Printing...

PRINTER

iWL250

Tear Receipt (Customer Copy)

Reprint OK

4 | Your Quick Troubleshooter

Pre-Authorization Procedure (NB: This function is only available for some business types, such as hotels, car rentals and cruise liners.)

Below you can find an overview of options available if you have a pre-authorization functionality enabled on your terminal.

Pre-Authorization Transaction (Check In):

How? > F > Pre-authorization > Swipe, Key or Insert Card > If Card Keyed terminal will ask for Expiry > Date > Customer is Present? > If not CVV Number is... > Pre-authorized Amount

Completion (Check In):

How? > F > Completion > Swipe, Key or Insert Card > Is your customer present? > If not CVV2 Number is... > Completion Amount > Enter Host Reference No (from the Pre-authorization receipt)

If the Completion is not done within timescale the funds will be released back to the cardholder.

Pre-Authorization Reversal (Cancelling Pre-authorization):

How? > F > Pre-authorization Reversal > Swipe, Key or Insert Card > If the Card is Keyed, the terminal will ask for an Expiry Date > Customer is Present? > If not CVV Number is... > Pre-authorized Amount > Enter Host Reference No (from the Pre-authorization receipt)

Procedure

5 | Your Quick Troubleshooter

Refund Procedure (NB: This function may not be available or it could be password protected depending upon the terms of your agreement with Elavon)

A refund should only be processed if the original transaction was already batched from your terminal. Please note that refunds can ONLY be done on the same card that was originally charged. We kindly ask you to always confirm with the customer that the refund is processed on the same card. Refunds are processed in the same way as a standard sale is processed. The cardholder will see the funds within 3-10 working days – although this depends on their issuing Bank.

Customer Present

How? > F > Refund > Enter amount > Insert card > Enter your PASSWORD (if applicable) > Terminal will connect to process refund

Customer Not Present

How? > F > Refund > Enter amount > Key in the card number > Enter your PASSWORD (if applicable) > Insert expiry date on the card > Customer present > Select No > Terminal will connect to process refund

Void Procedure (NB: This function may not be available or it could be password protected depending upon the terms of your agreement with Elavon)

The void option can be used when a transaction is still pending in the current batch (End of Day report was not yet sent). Please note that the cardholder will see the funds as blocked on the account however their Bank will release the block usually within 24h – this depends on the Bank.

How? > F > Void > Enter your PASSWORD > Enter the INVOICE NUMBER from the original transaction receipt > Confirm the amount to be voided

Elavon Financial Services DAC Registered in Ireland with Companies Registration Office (Reg. No. 418442). Registered Office: Building 8 Cherrywood Business Park, Loughlinstown, Dublin, D18 W319, Ireland. Registered in England and Wales under the number BR009373. The liability of the member is limited. Elavon Financial Services DAC, trading as Elavon Merchant Services, is regulated by the Central Bank of Ireland. United Kingdom branch is authorised by Central Bank of Ireland and the Prudential Regulation Authority and subject to limited regulation by the Financial Conduct Authority and Prudential Regulation Authority. Details about the extent of our authorisation and regulation by the Prudential Regulation Authority, and regulation by the Financial Conduct Authority are available from us on request.

Y2241v1617

We hope you found these tips useful.

UK 0345 850 0195 IRL 1850 202 120 UK elavon.co.uk For technical and terminal query: choose option 1 IRL elavon.ieFor statement and funding query: choose option 2

Elavon Merchant Services, IDA Business Park, Arklow, Co Wicklow.