TD Freedom V Manual de usuario

Freedom V

Merchant Guide

Revision 3.1 April, 2013

Freedom V – Merchant Guide

Printed in Canada.

iii

Contents

Welcome To TD merchanT ServiceS ....................................................................................... 1

call cenTer informaTion ........................................................................................................... 1

Printer/Stationery SuPPlieS.............................................................................................................. 1

Point of Sale Promotional materialS .......................................................................................... 1

The PurPoSe of ThiS GuiDe ......................................................................................................... 2

chiP carDS (SmarT carDS) .......................................................................................................... 2

ProTecTinG carDholDer Privacy............................................................................................ 2

ProTecTinG yourSelf from creDiT carDholDer frauD ................................................ 2

When to Call for Cardholder authorization........................................................................... 3

When to uSe your imPrinter .............................................................................................................. 3

Storing Cardholder reCeiPtS.......................................................................................................... 3

debit tranSaCtionS diSPuteS ............................................................................................................ 4

overvieW ........................................................................................................................................... 5

terminal SeCurity.................................................................................................................................. 5

NoSecurity................................................................................................................................................................5

MediuM Security .........................................................................................................................................................5

HigH Security .............................................................................................................................................................5

Changing Parameter ValueS ............................................................................................................. 5

tranSaCtion Storage........................................................................................................................... 6

rePlaCing a PaPer roll ....................................................................................................................... 6

The Terminal.................................................................................................................................... 7

front VieW ................................................................................................................................................. 7

Side VieW ..................................................................................................................................................... 7

Charger rear VieW ................................................................................................................................ 8

idle SCreen .............................................................................................................................................. 8

Standard.................................................................................................................................................... 8

funCtion KeyS .......................................................................................................................................... 9

F1 ............................................................................................................................................................ 9

F2 ............................................................................................................................................................ 9

F3 ............................................................................................................................................................ 9

F4 ............................................................................................................................................................ 9

Command KeyS.......................................................................................................................................... 9

F Key .........................................................................................................................................................................9

cANc (red Key)......................................................................................................................................................10

corr (yellow Key) ................................................................................................................................................10

oK (greeN Key) .......................................................................................................................................................10

dot coMMA Key ........................................................................................................................................................10

naVigation buttonS ............................................................................................................................. 10

upArrow Key ..........................................................................................................................................................10

dowN Arrow Key .....................................................................................................................................................10

more data arroWS ............................................................................................................................... 10

PaPer feed Key....................................................................................................................................... 10

alPha and SPeCial CharaCterS ...................................................................................................... 11

Terminal menu STrucTure ....................................................................................................... 12

folloWinG The TranSacTion floW........................................................................................ 15

aDminiSTraTive funcTionS ........................................................................................................ 16

id SetuP ..................................................................................................................................................... 16

Add16

cHANge pASSword ....................................................................................................................................................16

View & delete ..........................................................................................................................................................17

id report.................................................................................................................................................................17

logon/logoff ........................................................................................................................................ 18

iv v

trAce # ....................................................................................................................................................................60

pre-AutH/opeN tAb ..................................................................................................................................................60

reCeiPt rePrint ..................................................................................................................................... 61

lASt receipt.............................................................................................................................................................61

pASt receipt ............................................................................................................................................................61

PrioriTy mail.................................................................................................................................. 62

CheCK mail ............................................................................................................................................... 62

read meSSageS ...................................................................................................................................... 62

delete inbox meSSage ........................................................................................................................ 62

delete all meSSageS .......................................................................................................................... 63

BalancinG your TranSacTionS .............................................................................................. 64

your balanCing WindoW.................................................................................................................... 64

balanCing StePS ................................................................................................................................... 64

voice funcTionaliTy (STanDarD only) ................................................................................. 65

maKe a Phone Call uSing SPeed dial ............................................................................................ 65

maKe a Phone Call uSing manual dial ......................................................................................... 65

hoW to anSWer an inComing Call .................................................................................................. 65

to Send an inComing Call to VoiCe mail...................................................................................... 65

adding to, deleting from or editing the SPeed dial liSt .................................................... 65

aCCeSSing your VoiCe mail............................................................................................................... 65

Calling for helP................................................................................................................................... 65

remoTe SofTWare DoWnloaD (BlueTooTh only)............................................................. 66

TranSacTion floW Terminal meSSaGeS.............................................................................. 67

doWnloadS.............................................................................................................................................. 18

HoSt 1......................................................................................................................................................................18

HoSt 2.......................................................................................................................................................................18

reSet inVoiCe number to 1 ................................................................................................................ 18

SyStem info ............................................................................................................................................. 18

reSet date/time ..................................................................................................................................... 18

Configuration rePortS ..................................................................................................................... 18

coMMuNicAtioN ..........................................................................................................................................................19

cuStoMizAtioN ...........................................................................................................................................................19

HoSt 1 SettiNg .........................................................................................................................................................19

HoSt 2 SettiNg .........................................................................................................................................................19

cArd biN rANgeS.....................................................................................................................................................19

eMV.........................................................................................................................................................................19

cuSTomizaTion menu ................................................................................................................... 20

language ................................................................................................................................................. 20

uSer id/PaSSWord ................................................................................................................................. 20

CaShbaCK ................................................................................................................................................. 20

auto WaKeuP (bluetooth only) ...................................................................................................... 20

authority SetuP.................................................................................................................................... 20

StArt oF dAy ............................................................................................................................................................20

eNd oF dAy ...............................................................................................................................................................20

MANuAl AccouNt # ....................................................................................................................................................20

bAtcH reportS .........................................................................................................................................................20

buSiNeSS dAy reportS ..............................................................................................................................................20

cuStoMized reportS .................................................................................................................................................21

giFt cArd .................................................................................................................................................................21

priority MAil ............................................................................................................................................................21

receiPT SeTuP................................................................................................................................ 22

reCeiPt banner...................................................................................................................................... 22

TraininG moDe ............................................................................................................................... 23

BuSineSS Day funcTionS ............................................................................................................ 24

Start/end of day ................................................................................................................................... 24

StArt oF dAy ............................................................................................................................................................24

eNd oF dAy ...............................................................................................................................................................24

hoSt tranSaCtionS .............................................................................................................................. 26

bAtcH SubtotAlS ......................................................................................................................................................26

bAtcH cloSe.............................................................................................................................................................26

SeNd oFFliNe ............................................................................................................................................................26

rePortS .................................................................................................................................................... 27

buSiNeSS dAy reportS ..............................................................................................................................................27

bAtcH reportS .........................................................................................................................................................28

cuStoMized reportS .................................................................................................................................................28

financial TranSacTionS............................................................................................................ 29

PurChaSe ................................................................................................................................................ 29

pre-AutH / opeN tAb ................................................................................................................................................35

iNcreMeNtAl pre-AutH / top uptAb .........................................................................................................................39

iNVoice tAb ...............................................................................................................................................................41

pre-AutH coMpletioN / cloSe tAb ............................................................................................................................43

Void .........................................................................................................................................................................46

reFuNd .....................................................................................................................................................................48

pHoNe/MAil purcHASe ...............................................................................................................................................52

Force poSt...............................................................................................................................................................54

TranSacTion recall................................................................................................................... 60

detAil .......................................................................................................................................................................60

AMouNt.....................................................................................................................................................................60

AccouNt # ................................................................................................................................................................60

iNVoice #...................................................................................................................................................................60

WelCome to tD merChant serviCes

We’re glad you’ve decided on a TD Merchant Services Freedom V terminal. These merchant materials give

you helpful information about your equipment and TD Merchant Services. Most importantly, they tell you how

to contact us with any questions you may have.

Call Center information

Please call the TD Merchant Services Help Desk at 1-800-363-1163. We would be happy to answer any

questions you may have.

Authorization:

24 hours a day, seven days a week

Printer/Stationery Supplies:

Monday - Friday, 8 a.m. - 5 p.m. ET

Terminal Inquiries:

24 hours a day, seven days a week

General Merchant Inquiries:

Monday - Friday, 8 a.m. - 8 p.m. ET

Printer/Stationery SuPPlieS

Please arrange payment for printer supplies directly with your supplier by Visa, MasterCard, or C.O.D.

Reorder forms are included with each shipment of printer supplies. Order printer/stationery supplies by calling

1-800-363-1163.

Point of Sale Promotional materialS

For Visa, order these by calling 1-800-363-1163.

For Interac Direct Payment, we’ve included a starter kit with your terminal. Order additional materials by

calling 1-800-363-1163.

magnetic stripe and chip enabled credit cards. The terminal is equipped with a Smart Card reader to read chip

enabled cards and a magnetic stripe reader to read magnetic stripe cards. When the credit card is inserted into

the Smart Card reader, the cardholder may be asked to enter a pin number or sign a receipt. For magnetic stripe

transactions, please verify the credit card number and signature on the credit card against the merchant copy

of the receipt. When the credit card is swiped using the magnetic stripe on the terminal, the cardholder number

and expiry date automatically appear on the screen or the terminal will prompt for the last 4 digits of the card

number to be entered. The terminal will not proceed with the transaction until the OK (green) key is pressed

or the digits are entered. This allows the merchant time to verify that the numbers on the screen match the

numbers embossed on the card. Take the time to do this verication. Always take the time to verify that

the cardholder’s signature on the receipt matches the signature on the reverse of the card.

When to Call for Cardholder authorization

 Whenever the message CALL FOR AUTH is seen - Do not attempt the transaction again. Press the OK

(green) or CANC (red) key and call for a voice authorization immediately.

 For magnetic stripe transactions, when the card number on the screen does not match the number

embossed on the card - Press the CANC (red) key and call for a voice authorization immediately. Request

a CODE 10 authorization. In this situation, you may be dealing with a fraudulent card and CODE 10 will

alert the nancial institution to this possibility.

 When the cardholder signature on the receipt does not match the signature on the reverse of the card

- Call for a voice authorization. Request a CODE 10 authorization. The nancial institution will be able to

advise whether or not the correct individual is using the card. They will also tell you how to proceed.

 Whenever you have any doubts about the validity of a card or a transaction, do not hesitate to call

for authorization.

When to uSe your imPrinter

You must use your imprinter in each of the following situations.

 If you are unable to swipe the card through the terminal due to a problem with the card’s magstripe

- Key in the transaction manually, take an imprinted draft for the cardholder’s signature, indicate the

transaction details in the imprinted copy and staple the printer receipt to the signed copy.

 If your printer is not working - Take an imprinted draft for the cardholder’s signature and indicate the

transaction details on the imprinted copy.

 If the system is down, the terminal does not ask for an authorization number and you receive a

telephone authorization - For magnetic stripe transactions, take an imprinted draft, note all transaction

details on the draft. When the system becomes available, enter all manually imprinted transactions using

the FORCE POST MENU OPTION, and staple all printed transactions to the imprinted sales drafts.

Storing Cardholder reCeiPtS

Users are responsible for retaining all receipts to respond to cardholder inquiries.

These steps should help to conveniently store receipts.

1. Keep receipts in a secure place for at least one year. Envelopes arranged by date in a secured ling

cabinet can work well.

the PurPose of this GuiDe

This guide provides instruction on the use and functionality of the Freedom V terminal using credit card,

Interac*Direct Payment*transactions, as well as additional accepted card types. It also provides general

administrative guidelines with respect to both credit and debit.

The provision of Visa+and/or Interac Direct Payment merchant services to you (the user) by TD Merchant

Services is governed by the Merchant Services Agreement and any other agreement(s) that govern the services

that we may provide to you. The use of the Freedom V terminal with respect to the provision of merchant

services by a third party is governed by any agreement(s) with such third party.

ChiP CarDs (smart CarDs)

As you may know, chip-enabled cards and terminals are being introduced throughout the retail and nancial

services industry across Canada because they help enhance the security of electronic point-of-sale debit and

credit card transactions and provide faster, more efcient customer service at the checkout.

The new generation of smarter credit and debit cards – Chip cards - are coming to Canada and can now be

accepted by your Chip-enabled Freedom V terminal. Chip cards are embedded with a microchip that can

securely store encrypted information such as a cardholder’s account number, Personal Identication Number

(PIN) and credit limits.

With your new Chip-enabled Freedom V terminal from TD Merchant Services, you can now process transac-

tions for Chip credit and debit cards issued by nancial institutions in Canada and around the world.

You can still also continue to use your new Chip enabled terminals to process magnetic stripe transactions for

credit and debit cards without chips.

ProteCtinG CarDholDer PrivaCy

Remember you have a responsibility to protect your customers from possible credit card fraud by maintaining

the condentiality of their personal information. Visa requires that merchants protect cardholders’ account and

transaction information including cardholder names, account numbers and information embossed, encoded or

appearing on Visa cards (“information”) in accordance with the Visa Account Information Security Standards.

You may not use Information for any purpose except to complete transactions authorized by the cardholder.

Information must be stored in a secure area and only authorized staff should be given access to the Informa-

tion. Information must be destroyed and rendered unreadable before it is discarded. If you make arrangements

with any third party for the purpose of collecting, processing or storing information you must have a written

contract with the third party which requires compliance with the Visa Account Information Security Standards.

You must allow TD Merchant Services or Visa to inspect your premises and ensure that we can inspect the

premises of any third party to verify that Information is securely stored and processed. The Visa Account

Information Security Standards Manual is available at www.visa.com or for further information please contact

TD Merchant Services.

ProteCtinG yourself from CreDit CarDholDer frauD

This terminal is designed to further protect us from cardholder fraud. The Freedom V terminal can accept both

overvieW

The Freedom V terminal provides automatic credit card and debit card authorizations, and draft capture. The

integrated printer provides cardholder receipts and printed reports for all balancing transactions. The magnetic

stripe reader is used by the merchant to swipe a debit or credit card during a transaction. The terminal

Smart Card reader is used by the merchant in integrated mode to insert a chip credit or debit card during a

transaction. The optional PIN pad is used by the cardholder during a debit or credit card transaction to swipe

(magnetic stripe) or insert (chip) their card, select their account/application and enter their PIN (Personal

Identication Number) (if applicable).

Cardholder transactions are processed by selecting a transaction type, inserting the chip card in the Smart Card

reader; swiping the card through the magnetic stripe reader; or manually keying in a credit card, and entering

the transaction information. If the card is manually entered a manual imprint of the credit card is required.

All of the available transactions are described in the color coded Quick Reference Guides and this Merchant

Guide.

terminal SeCurity

The Freedom V terminal is capable of being used for unauthorized transactions including unauthorized debits

to the merchant’s account. It is the merchant’s responsibility to take whatever steps are necessary to keep the

terminal and any user IDs or passwords secure and to prevent unauthorized use. In any event, the merchant

will be liable for any unauthorized use of the terminal or any user IDs or passwords.

Security can be placed on particular transaction types by request through the TD Merchant Services Help

Desk.

There are several levels of user security in the terminal:

no seCurity

This option requires no action by the user on initial setup. This option means that the terminal is not

setup to use IDs. It is the default setting for the terminal, and will allow access to almost every area of

the terminal. Transaction descriptions will specify if security access is mandatory.

Users that choose to use no security, still have the option to setup a store/manager override ID and/or

password to access areas of the terminal that have a mandatory requirement for supervisor password.

meDium seCurity

This option allows the user to setup supervisors and operators with an ID in ID Setup. Supervisors also

require a password to be setup.

hiGh seCurity

This option allows the user to set up supervisors and operators with an ID and password in ID Setup.

Changing Parameter ValueS

The terminal has the option of changing some parameter values directly inside it. It is recommended that all

changes are called into the TD Merchant Services Help Desk and that they are downloaded if possible, so that

2. Transaction receipts should be stored in a dark, secure area with limited access.

3. If you have several terminals use a separate envelope for each terminal.

4. For VISA transactions, le and store receipts for at least one year.

5. For Direct Payment transactions, store receipts as long as you retain cash register tapes.

6. If we need a receipt copy, send it to us within 8 days. Retain a copy of the receipt for your records.

For further information on your responsibilities to secure Cardholders’ information please see page 2. The

required storage and response times apply for TD Merchant Services only and may vary by nancial institu-

tion.

debit tranSaCtionS diSPuteS

A customer, who complains regarding an alleged erroneous debit card transaction, must be referred to his/her

own nancial institution to correct the problem. User will be responsible for any attempt to make debit card

account corrections and will not be reimbursed if a cash refund is provided to the customer.

the terminal

front VieW

Side VieW

the system values are in synch with the values stored on the terminal. If the values are not updated on the

system and the terminal is fully downloaded again, they will have to be manually adjusted each time.

tranSaCtion Storage

The terminal stores up to 10 business days of detailed transactions and 45 days of totals. The terminal can store

a maximum of 999 transactions per batch.

rePlaCing a PaPer roll

To open the printer, grasp the back of the terminal and pull it upwards and away from the terminal. Replace the

paper.

To close the printer cover, pull the cover upwards, pull it forwards (toward the terminal) until it is resting on

the paper, then push it down until it clicks.

Bluetooth

If the terminal is connected to the tower, it will display to the right of the date and time along with the

signal strength . The battery icon will indicate the charge level of the terminal. If the terminal is

charging it will display a moving bar above the battery icon . If there is Priority Mail waiting to be read on

the terminal, it will display a letter icon below the battery icon.

funCtion KeyS

Used as the Purchase short cut key from the idle screen, or in response to a prompt. Used to page up in

the menu selection screens.

Used as the Pre-Auth or Open Tab short cut key from the idle screen, or in response to a prompt.

Used as the Pre-Auth Completion or Close Tab (by invoice number) short cut key from the idle screen,

or in response to a prompt.

Used to select the Gift card transactions, a split payment transaction, a loyalty transaction, a void

transaction or the Business Day Menu (Day) depending on the option displayed. To change the option

displayed, please contact the TD Merchant Services Help Desk at 1-800-363-1163. Used to page down

in the menu selection screens.

Command KeyS

f Key

Used as the Main Menu short cut key from the idle screen, or in response to a prompt. Used to switch

between Alpha and Numeric modes for data entry.

Charger rear VieW

idle SCreen

The TD logo is displayed in the center of the screen. The date and time are displayed on the top left of the

screen. At the bottom of the screen, the functions associated with the function keys are displayed above each

key.

If the terminal is in sleep mode, it will display the TD logo surrounded by a box on the screen (bottom left

above).

To return to the idle screen, press the CANC key, until it is displayed.

Standard

If the terminal is connected to the tower, it will display to the right of the date and time along with the

signal strength . The battery icon will indicate the charge level of the terminal. If the terminal is

charging it will display a moving bar above the battery icon . If there is Priority Mail waiting to be read on

the terminal, it will display a letter icon below the battery icon.

1110

When the terminal is at the idle screen and voice support is activated on the terminal, this key activates the

speed dial directory and the voice menu option. (Standard only)

alPha and SPeCial CharaCterS

To enter an alpha character in either lower case or upper case, press the F key, then press the numeric key

until the correct alpha character appears. Upper case characters will appear before lower case characters e.g.

pressing the F key then pressing the 2 key 6 times will display the following characters in the following order:

A B C a b c

Pressing the key more than 6 times will repeat the display of the characters in the same order. If the key is not

pressed quickly enough, and the letter appears again, the CORR key can be used to make corrections.

To enter a space or special character, press the F key (alpha mode) and then press the zero key two times. To

access other special characters, press the F key (alpha mode) and then press the zero key 3 times, and a menu

will appear with the following characters:

When the screen appears, navigate using the up and down navigation buttons, F1 and F4, or press CANC to

exit without choosing a character.

CanC (reD Key)

Used to interrupt and terminate the current transaction, function or warning message (except nancial

transactions) and return to the previous screen or the idle screen.

Corr (yelloW Key)

Used to delete all previous characters entered during data entry.

oK (Green Key)

Used as a shortcut key to the Transaction menu from the idle screen. This Key is used to complete

data entry keying sequences. Also used to acknowledge warning/information messages. It will print a

duplicate copy of a transaction receipt when pressed at the authorization status screen.

Dot Comma Key

Used during data entry to enter a dot (period) or a comma. Used in combination with the CORR key to

power off the terminal.

naVigation buttonS

uP arroW Key

Used to scroll up screens within a menu or transaction listing line by line.

DoWn arroW Key

Used to scroll down screens with a menu or transaction listing line by line.

more data arroWS

Used to indicate that other menu options or data are available. They can be accessed by pressing the UP

navigation button or the F1 key.

Used to indicate that other menu options or data are available. They can be accessed by pressing the UP

or DOWN navigation buttons or the F1 or F4 keys.

Used to indicate that other menu options or data are available. They can be accessed by pressing the

DOWN navigation button or the F4 key.

PaPer feed Key

If the terminal is powered off, this key powers on the terminal. In all other modes this key will advance the

paper in the printer.

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