POS Procedures and Troubleshooting Techniques The Dos and Donts you Should know Presented by Larry Cambran

POS Procedures

Legitimize transactions Confirm that the picture on ID matches the individual Confirm that the name on card corresponds to the name on the ID Verify that the signature behind the card corresponds to that on the ID Ensure terminal is in view of cardholder during transaction. With the increasing level of theft in the global society, it is in your best interest as merchants to ensure the legitimacy of a transactions.

Keeping and Storage of Receipts The receipts from the terminal are printed on thermal paper; keep receipts in cool, dry areas. Receipts should be kept for a minimum of 4 months (120 days) and a maximum of 13 months. Always ensure that the signed receipts are the ones kept.

TROUBLESHOOTING TECHNIQUES If the terminal appears to be faulty or is not operating in the manner that it normally does, you may be able to help yourself…….

Models of Terminals Deployed OMNI3750 (Dial up) V x 510 (Dual communication) V x 670 (Wireless)

DO NOT, UNDER ANY CIRCUMSTANCE ATTEMPT TO DISASSEMBLE THE TERMINAL.

Check if the printer is out of paper and that the roll is properly installed. Ensure that the paper roll being used is thermal paper. (The paper is provided by NBD) Check the battery status of the terminal. The printer will not print if there is an insufficient charge remaining in the battery to complete the print operation. (For V x 670 terminal only) If the problem persists, contact your merchant services personnel for assistance Receipts do not print

Terminal does not Start or Terminal has a blank display Ensure that the power pack is properly connected Remove and reapply power to terminal Connect the terminal into a known - good power supply to see if this clears the problem. Ensure that you pressed the ENTER/ON key for approximately 4 seconds until the unit lit up (For V x 670 model only) Recharge the battery (For V x 670 model only) If the problem persists, contact your merchant services personnel for assistance

No Line Communication error No Carrier Card Read Error Printer Error Message Time out (Response C:91) Do not Honor Hold Card Refer to Issuer (Response C: 01) Batch Full Transaction denied (Response C:12) TRANSACTIONS FAIL TO PROCESS Transactions can fail for a variety of reasons and rest assured that the terminal gives the reason for failure. (this reason is not always printed on receipt but always shows on the screen). A few of the reasons that the terminal may give are: ALWAYS

No Line, No Carrier or Communication Err These errors may occur due to a temporary lag in the communication service so the transaction may be attempted again. If the error is persists : Disconnect the telephone line from the terminal Connect it to a working phone to check for dial tone. If there is no dial tone, Replace the telephone cable and try again; If there is a dial tone, Dial out to a random valid number to confirm functional telephone services. o Pending messages or a call blocking feature on the telephone line will cause the terminal to respond with Communication Err or No Carrier

No Line, No Carrier or Communication Err If the problem appears to be with the telephone line, contact the telephone company and have your line checked If the telephone works and the problem persists, contact your merchant services personnel for assistance. Note Merchants with the terminal and a telephone on the same line : Normal calls cannot be made while the terminal is processing a transaction. Terminal will display No Line if a call is in progress Lifting the telephone handset during a transaction can disrupt the audible data carrier signal and cause the terminal transaction to fail.

Card Reader Error Ensure that you are swiping the card properly. Having confirmed that the card is being swiped properly and the problem persists: Perform a test transaction using one or more different magnetic stripe cards to ensure that the problem is not a defective card If the card is not defective, process a manual transaction, using the keypad instead of the card reader. If the manual transaction works, the problem may be a defective card reader. Contact your merchant services personnel. If the manual transaction does not work, proceed to check the phone line

EMOTIONAL OUTBURST? Feel Free………… Questions? Comments?