Installing the terminal is simple. Once you’ve completed the setup steps on our tv tutorials page, you’ll be ready to start processing transactions.
To help you get started in processing card payments for your business, here are three things you need.
The Elavon Payment Gateway (EPG) enables you to take payments online and is the online equivalent of a card terminal in a shop.
As a business taking card payments, you have a responsibility to keep your customers’ card information safe.
Understand your statement by clicking the icon on the example, which will give you an explanation of key parts of your statement.
Disputed transactions often lead to a complicated chargeback process. Reduce the hassle and cost of chargebacks with our best practice guidance.
View our handy videos on how to fix terminal issues, use our online reporting tool and see some of our solutions to help you run your business.
Get quick and easy online access to statements, reports, account management tools, product alerts and more. Elavon Connect saves you time and provides a comprehensive view of all your payment processing activity.
Installing the terminal is simple. Once you’ve completed the setup steps in this video, you’ll be ready to start processing transactions.
Poynt is the new payment solution that will change the way you think about card payments forever.
View our handy videos on how to fix terminal issues, use our online reporting tool and see some of our solutions to help you run your business.
We live in an age where criminals don’t need to be present to take advantage of your business. Complying with PCI standards is good evidence that you're complying with GDPR.
How to use Dynamic Currency Conversion
Step-by-step instructions on how to use specific functionality.
We take the time to evaluate your particular business situation and match you to the best solution for your unique needs. Our range of tools, products, and solutions will simplify your life and increase the profitability of your business.
Poynt is the new payment solution that will change the way you think about card payments forever. With sleek lines and large colour touchscreens, Poynt is a beautifully designed device which brings together a totally connected payments experience and a suite of brilliant business tools.
Dynamic Currency Conversion (DCC) is a service that enables international Visa® and MasterCard® cardholders in over 60 currencies the choice to pay the bill in their own currency rather than the currency of the country that they are visiting.
MobileMerchant turns your Smartphone or tablet into a mobile payment terminal. Now you can accept payments anywhere and anytime, to give your customers the great level of service they expect and deserve.
The back office training user guide to managing all of your payments easily and securely in one place through the hosted payment solution.
Link your card terminal to your till, improve your customer experience and simplify your end-of-day processes.
When combined with Dynamic Currency Conversion from Elavon, the Tax Free Shopping Service automatically recognises cardholders who are eligible for international tax refunds. It enables customers who are non-EU residents to reclaim international tax duties on the purchase of goods using all major credit and debit cards
As a business taking card payments, you have a responsibility to keep your customers’ card information safe.
Stay up to date with industry news, developments in technology and changes in regulation.
Read all the latest customer updates and changes from Elavon Ireland.
All the latest news about data security from Elavon.
Read important card brand changes, which will have an impact on how you process your Visa and Mastercard transactions.
We welcome feedback - good and not so good. Being human, we of course prefer a compliment, but if the feedback is negative we don’t ignore it.
Customer Services
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24 hours a day
For technical and terminal query: choose option 1
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Customer Services
Monday - Sunday
24 hours a day
For technical and terminal query: choose option 1
Customer Services
Monday - Sunday
24 hours a day
For technical and terminal query: choose option 1
We take the time to evaluate your particular business situation and match you to the best solution for your unique needs. Our range of tools, products and solutions will simplify your life and increase the profitability of your business.
Installing the terminal is simple. Once you’ve completed the setup steps on our tv tutorials page, you’ll be ready to start processing transactions.
Thank you for ordering your new card payment terminal
To ensure a smooth installation and minimal disruption to your business we need you to ensure that everything else in your processing environment is ready.
Important things to checks before your engineer arrives
Please take a moment to complete the following terminal and internet checks and ensure that all of the necessary connectivity and access requirements are available, ahead of your terminal installation appointment.
t’s important that you check that everything your terminal will need to operate correctly is in place before installing your terminal. To do this simply find the terminal you have ordered in the following table and complete the tick boxed requirements.
If you are not able to confirm that all of your terminal technical requirements are available then please contact us immediately and we will help you work through next steps. When it comes to checking your connectivity options, it may not be necessary to tick all options, but certainly the ones you are choosing to use as your main and back-up options.
Terminal |
What do I need? |
---|---|
Poynt P5 and P61B A smart terminal for seamless wireless activity anywhere in your business |
|
Ingenico DESK 5000 Fixed counter-top terminal with optional PIN pad and Smartlink integration |
|
Ingenico MOVE 5000 A portable tri-comms terminal for payments on the move |
If home or small business, WPA / WPA2 encryption If enterprise / managed access, authentication with EAP-MD5, EAP-TLS, EAP-TTLS, EAP-PEAP v0 to RADIUS server, Login / password process caters for a standard RADIUS server interaction with no web login page |
Ingenico LANE 3000 PIN Pad only Fixed counter-top terminal (Smartlink Integration only) |
|
When data is sent or received over the internet, it is sent to an IP (Internet Protocol) address and a specific port. So when it comes to taking payments it’s essential to check with your internet provider that the associated ports and IP addresses are allowed, as shown in the table on the next page.
Ensure a correct DNS1 and DNS2 address is passed from the router / DHCP server. It is recommended that DNS1 and DNS2 are populated.
The following details are required:
You will require two DNS server addresses for Tetra terminals. If a secondary DNS address is not known, a public DNS can be used.
Your firewall configuration needs to include a DNS address access. The MAC address of the terminalcan be provided at the time of installation if required
for firewall configuration.
Till and terminal need to communicate together via six different ports (listed in the table on the next page) so you need to check that these are not blocked by firewall rules or any security and anti-virus software used on your till system.
Application |
URL |
IP address or end point |
Port number |
---|---|---|---|
Ingenico TMS |
INGeTMS.elavon.com |
193.155.119.53 195.245.90.103 |
4001 |
Authorisation and settlement |
ipconex.elavon.com |
195.245.90.61 193.155.119.61 |
7601 |
Application |
URL |
IP address or end point |
Port number |
---|---|---|---|
Poynt HQ |
https://eu.poynt.net |
https://fouroneone.poynt.net https://services-eu.poynt.net https://vt-eu.poynt.net wss://pcm-eu.poynt.net https://eu.poynt.net https://mothership-eu.poynt.net https://billing-eu.poynt.net https://s3-eu-west-1.amazonaws.com |
443 |
Application |
URL |
IP address or end point |
Port number |
---|---|---|---|
Gift Card - Savvy TLS1.2, primary connection |
ssl9.tnsi.eu.com |
188.94.133.139 |
46328 & 45843 |
Gift Card - Savvy TLS1.2, secondary connection |
ssl9.tnsi.eu.com |
188.94.132.11 |
46328 & 45843 |
IHG (UK only) |
ssl12.tnsi.eu.com |
188.94.133.35 188.94.132.35 |
44396 |
Alternative Payment Methods: Alipay & WeChatPay |
https://transaction.pmg.elavongateway.com |
|
|
Application |
URL |
IP address or end point |
Port number |
---|---|---|---|
Printing |
Terminal initiated |
Network specific |
5187 |
DoTransaction |
Till initiated |
Network specific |
5188 |
GetPedState |
Till initiated |
Network specific |
5189 |
Events |
Terminal initiated |
Network specific |
5190 |
DoSettlement |
Till initiated |
Network specific |
5191 |
DoMobileTopUpSettlement |
Till initiated |
Network specific |
5192 |
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.
Message: |
Referral B, Call Auth Centre |
Solution: |
Please call Authorization Centre on: ROI 1850 30 31 30 To obtain an authorization code that will allow you to perform Force transaction on the terminal. |
How? |
|
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) |
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: |
(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) |
(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 |
(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.
Customer Not Present How? |
> F > Void > Enter your PASSWORD > Enter the INVOICE NUMBER from the original transaction receipt > Confirm the amount to be voided |
Welcome to our Operating Guide. We would like to take this opportunity to thank you for selecting Elavon as your acquirer and assure you that we will endeavour to provide the most efficient and professional service at all times.
We want you to be totally comfortable and familiar with your Card acceptance programme to allow you to maximise its value to your business.
This Operating Guide (the “Guide”) forms part of your Agreement with us. It has been designed with particular reference to point-of -sale procedures. It is important that all of your staff dealing with Card payments are familiar with the point-of-sale procedures in this Guide.
We have produced this Guide, which sets out to answer the questions most frequently asked by Customers. If you have requested a Terminal, you will also receive a Quick Reference Guide. If you have any queries not covered by either the Guide or the Quick Reference Guide, please do not hesitate to contact us – our contact details are located on the back cover of this Guide.
Unless specifically defined in this Guide (including in Section 13 – ‘Glossary’), capitalised words and phrases used shall have the same meaning as set out in the Terms of Service forming part of your Agreement with us.
For additional information please refer to our website www.elavon.co.uk.
Authorisation can be sought by telephoning the Authorisations centre (on the number appearing on the back cover of this Guide). Once connected you will hear the following menu options:
If you not respond within 5 seconds, you will be transferred to the next available Agent.
Please key this code into your Terminal or write it in the designated box if using a paper voucher.
Please advise the Cardholder that the Transaction has not been authorised. An alternative payment must be sought.
Your call will be automatically transferred to an agent where they will talk you through the next steps. If the Cardholder queries a response, please advise them that they must call their Card Issuer directly. An Authorisation Code confirms that, at the time of the Transaction, the Card has not been reported lost or stolen and that there are sufficient funds in the account to which the Card relates.
Please follow the manual sale procedure set out below if your Terminal ceases to work or prompts you to take an imprint of the Card and you possess an imprinter. In such instances, please read the instructions set out in Section 6 of the Guide.
For information on how to perform a pre-authorisation please refer to your Quick Reference Guide.
Hold on to the Card and the goods to be purchased and/or ensure the services are not provided, whilst you contact the Authorisations centre.
The following details must always be checked each time you accept a Card for a payment, even if the Cardholder is one of your regular customers and is known to you.
You will not accept a Card if any of the above checks has failed.
If you submit a Transaction from a Card bearing the logo of a Card Scheme that you are not permitted to accept, the Transaction will be rejected and returned to you. You may not process Card Not Present Transactions unless we have agreed in writing that you may do so.
You must obtain an Authorisation Code before completing any sales Transaction, whether electronically though use of a Terminal or verbally by telephoning for an Authorisation Code. You must provide the following information to obtain an Authorisation Code for all Transactions:
(i) Customer Bank Account number;
(ii) Card name and number;
(iii) Card expiry date;
(iv) Amount of Transaction;
(v) Date of Transaction;
and for MO/TO Transactions only, the following in addition:
(vi) CVV2/CVC2 number;
and for Internet Transactions only, the following in addition:
(vii) CVV2/CVC2 number;
(viii) confirmation that the Transaction has been authenticated using 3D Secure™;
(ix) Customer’s URL address.
Authorisation Restrictions on Internet Transactions
In relation to Internet Transactions only, the following restrictions apply on obtaining Authorisation:
(i) For goods to be shipped, you may obtain Authorisation on any day up to seven (7) days prior to the Transaction date, being the date the goods are shipped. This Authorisation is valid if the Transaction amount is within fifteen percent (15%) of the Authorisation amount, provided that the additional amount represents shipping costs or such other costs as are permitted by the Rules.
(ii) You may not enter into a Transaction at any time where you receive the Cardholder’s details via the internet and then enter the Cardholder’s details into a Terminal manually.
(iii) You will follow any instructions received during Authorisation. Upon receipt of an Authorisation Code, you may complete only the sales Transaction authorised and must ensure that the Authorisation Code is noted on the Transaction Receipt.
Nothing in the Agreement, including receipt of an Authorisation Code, precludes you from the requirement to obtain authority to debit the Cardholder’s account for each Transaction. Such authority shall be deemed given (unless the Card is reported lost, stolen or compromised):
Please remember authorisation is not a guarantee of a payment.
Please note that you are not allowed to refund the cash amount when a purchase has been made with Cashback.
The Transaction is now complete.
If the Card is unsuccessfully swiped, the Chip cannot be read or a Terminal Card reader is not working, a message will appear on the Terminal confirming the Card has not been read successfully. If you have been provided with the PAN
Key entry facility, the following procedures should be followed:
(i) Card number (PAN): the 13-19 digits Card number embossed on the front of the Card;
(ii) Expiry date.
An imprint of the Card should be taken on a paper voucher to prove that the Card was present and the Cardholder was asked to sign the paper voucher. Please ensure that a description of the goods, the amount and the date are also captured on the paper voucher. This will help to reduce the risk of error and therefore minimise your exposure to Chargebacks.
The paper voucher must be kept with your copy of the Transaction Receipt. If you do not have the PAN Key entry facility, the Transaction should be accepted on a paper voucher. Please refer to Section 6 – ‘Back-up Procedures – Paper Vouchers’ – of this Guide.
Please note that the end-of-day banking process should be carried out every day on which Transactions are accepted to avoid any late presentation charges. You should submit the data captured on your Terminal within 48 hours of the Transaction completion. Any Transactions submitted after this time will be downgraded by the Card Schemes and may attract an additional charge (see section 11).
Incorrect PIN/Blocked PIN: If the Cardholder has entered the wrong PIN three times, the PIN is blocked. The Cardholder should be advised to contact their Card Issuer. The Transaction will attempt to proceed as Chip and signature via Authorisation. If this is permitted, then perform the usual checks that you would for any signature Transaction. Be extra vigilant if a blocked Card is presented. If a PIN is entered correctly but you continue to be suspicious of the Cardholder, make a Code 10 call to the Authorisations centre.
Faulty Chip Cards: If the Terminal Card reader cannot read the data on the Card, the Terminal will usually prompt three times to use the Chip reader. If this is still unsuccessful after three attempts, the Terminal will default to a magnetic stripe Transaction. If this occurs then perform the usual checks that you would for any signature Transaction.
Contactless is a feature on payment cards to make low value purchases quicker and more convenient for both retailers and consumers. When making low value payments - rather than inserting a card into the chip & PIN machine and typing in a PIN – those with a card featuring Contactless can simply hold it to the reader to pay.
How do I recognise a Contactless card?
Cards featuring Contactless will look much the same as a standard chip and PIN card, but will have been re-issued with a new design incorporating one or more contactless identifiers. The majority of cards issued in the UK will feature the contactless indicator:
Contactless identifiers may be found either on the front or the back of the card
A statement is sent to you daily, weekly or monthly in accordance with the Agreement. This shows the total of all Transaction batches by way of a Summary of Charges (“SOCs”) that we have processed on your behalf in the previous settlement period for Credit Card and Debit Card Transactions, the amount credited to your Customer Bank Account, and the Merchant Service Charges (MSC) that is due for payment.
Any Transaction batch received by us that is found to be incorrect or invalid will be advised to you separately. Based on the payment summary (see point 4 below), your Customer Bank Account will either be credited or debited, in normal circumstances, shortly after you receive your statement, with the payment amount shown on your statement.
A sample statement appears on the left-hand page. Below is an explanation of some of the key information that will appear on your statement.
Please note that you will receive separate statements for your Transaction in respect of Diners, JCB and American Express Cards.
We strongly recommend you use iMerchantConnect our online reporting and statement tool where you can access your statements.
A Card Transaction involves the following steps:
When you accept a Card as a form of payment, the Transaction value is credited to your Customer Bank Account. Details of the Transaction are then sent to the Cardholder’s Issuer, where the amount is debited from his/her account. This transfer of funds normally occurs within three (3) Business Days and will be listed in the statement of both parties – a credit appears on your Statement and a corresponding debit on the Cardholder’s account statement.
Transaction flow: The Transaction and the transfer of value flow from your Terminal to an Acquirer, to the Cardholder’s Issuer and finally to the Cardholder’s account. Acquirers receive payment in the opposite direction and transfer the value to your Customer Bank Account. During this process the Transaction has travelled through the Card Schemes processing networks, which cover the entire world. This entire procedure is called “Settlement”. Our Merchant Service Charges are deducted from your submitted Transaction batches, along with any other adjustments, such as corrections or Chargebacks.
The following Card Acceptance Types are covered in this section under:
Card present occurs when a card is present at the time of the sale; merchants are required to take all reasonable steps to ensure that the card, cardholder and transaction are legitimate.
CUSTOMER GUIDE TO SAFEGUARDING CHIP TRANSACTIONS ACCEPTING A CHIP CARD
For chip and pin transactions; the card is inserted in the terminal and the card holder must enter a PIN, instead of signing a paper receipt. The terminal authenticates the card, based on comprehensive and secure information contained on the chip. The terminal also verifies the identity of the card holder, based on the PIN. The process to perform a chip and pin transaction is similar to a magnetic strip transaction.
For chip and pin transactions; no signature is required and the receipt will state that the transaction was ‘VERIFIED BY PIN’. Transactions not verified by pin will generally require signature, however, the terminal will advise if this is the case.
Guidelines to Safeguard Chip Transactions
Guidelines to Safeguard Non Chip Transactions
Accepting A Contactless Card
Before accepting any Card Not Present Transaction, please ensure your Agreement allows you to do so. You must take the necessary precautions to safeguard any such Transaction and help reduce the risk of a Chargeback arising. Most losses are generally experienced by Customers as a result of Card Not Present Transactions. Mail Order/Telephone Order Transactions are high risk, and you retain full liability should a Transaction prove to be fraudulent or not authorised by a Cardholder.
Watch out for:
• Multiple Transactions from the same Card number.
• Multiple Transactions from the same country or issuing bank, i.e. multiple Transactions where all the card numbers begin with the same six digits. It’s the same four digits in the case of American Express Cards. Multiple use of the same Card number in a short time span.
• Multiple Transactions from the same address or area. • Sharp increase in turnover/sales requests.
• High volumes of goods which are easily re-sold e.g. televisions, DVDs, hi-fi systems, computers.
• Transactions/orders from other countries which may appear unusual.
• For all Mail Order or Telephone Order transactions why not call the Authorisation centre to have an Address Verification Service (AVS) carried out. For internet/ecommerce Customers the adoption of 3D Secure has the potential to greatly reduce the risk of fraud (see section 5.7).
Tips to help prevent fraudulent transactions:
• Only process a Refund on the Card on which the original Transaction took place. DO NOT refund a Card where the original payment was accepted by other means e.g. cash or cheque.
• Goods should never be given to taxi drivers, couriers or chauffeurs at the request of a Cardholder. Goods should be delivered to the Cardholder’s address; care should be taken if delivering to a different address other that the Cardholder’s billing address.
• DO NOT process Transactions for any other business than your own.
• DO NOT process any Transactions on a Card issued in your name or of a director or partner of the business.
• Verify the address for high-value Transactions – only forward goods to the billing address. Take a telephone number, address and check details against an electronic register or telephone directory.
• Get the Cardholder to provide the 3-digit Card Verification Code (CVV2/CVC2) listed after the Credit Card number on the reverse of the Card.
IF A CARDHOLDER ASKS TO PICK UP THE GOODS, PLEASE TREAT THIS AS A CARD PRESENT TRANSACTION RATHER THAN A CARD NOT PRESENT TRANSACTION I.E. ENSURE TO PROCESS THE TRANSACTION AT THE TERMINAL WHEN THE CARDHOLDER IS PRESENT
Responsibility for any fraudulent Transactions lies with you. The Code 10 procedure is designed to help reduce the use of fraudulent Cards. Authorisation does not guarantee payment, however, there are many reasons that can prompt you to be suspicious and take steps to avoid being a target of fraud such as:
IMPORTANT:
A Code 10 is only used for Card Present transactions.
For all Card Not Present Transactions request an AVS check.
For further information on the above, please contact our Customer Service Team (on the number appearing on the back cover of this Guide).
If you are suspicious of any Transaction regardless of whether the Transaction is Card Present or Card Not Present - please contact your local Fraud Management Team for guidance and support on the following numbers:
Telephone Number +353 (0)402 25424
Fax Number +353 (0)402 26751
You will use reasonable means to recover any Card:
(i) if you are advised by Elavon or instructed to do so by a Terminal, the Issuer, or a voice authorisation centre to retain it;
(ii) if you have reasonable grounds to believe the Card is lost, stolen, counterfeit, fraudulent, or otherwise invalid, or its use is not authorised by the Cardholder;
(iii) with respect to Visa branded and MasterCard® branded Cards, if the four digits printed below the embossed account number do not match the first four digits of the embossed account number; or
If this happens, do the following:
Elavon Merchant Services Card Recovery Section PO Box 466 Brighton BN50 9AW
Note: Rewards will only be payable once Elavon deem all necessary criteria have been met: (a) the ‘Retain Card’ request was issued either by the Terminal or by an Authorisations centre agent and (b) the Terminal receipt stating to retain the Card or the inclusion of the reference code issued by the Authorisations centre agent, are provided to Elavon.
3D security is a security process that helps secure Card Transactions, and has also helped to address Cardholders’ concerns about online shopping.
3D Secure verifies card authorisations by validating the Cardholder’s identity through the use of a unique personal code. Once this is established 3D Secure will send you a response indicating that you may proceed with the Transaction
Please follow the manual sale procedure set out below if your Terminal ceases to work or prompts you to take an imprint of the Card and you possess an imprinter. Please note this form of Card processing should only be used as a backup if your Terminal is not working and you cannot wait for it to become available again or the Terminal prompts you to take an imprint of the Card because the magnetic stripe on the Card cannot be read.
There are no floor limits for manual sales, which means that you must contact the Authorisations Centre and obtain an Authorisation Code for all manual sales before continuing with the Transaction. Please refer to Section 2 – ‘Authorisation’ – of this Guide for guidance on how to obtain Authorisation via the Authorisations Centre.
Refund Vouchers are completed in the same way.
Chip and PIN
Chip and PIN is the usual way to accept card payments on your terminal when the card and cardholder are present (some
cardholders will still have magnetic stripe only cards and these must not be refused at the point of sale).
A Chip Card contains a microchip, which is embedded into the Card. It contains extremely secure memory and processing
capabilities. The information it contains helps ensure that the Card is authentic and makes it difficult and expensive for a criminal to
counterfeit the Card.
Chip cards have a contact plate like this:
A PIN is entered by the Cardholder to confirm that they are the actual owner of that Card. The PIN removes the need for the
Cardholder to a sign a paper Transaction Receipt.
A CONTACTLESS CARD will look much the same as a standard chip and PIN card, but will have been re-issued with a new design
incorporating one or more contactless identifiers. When making contactless payments, a card featuring Contactless technology
can simply be held to the reader to pay - rather than inserting a card into the chip & PIN machine and entering a PIN. In just a few
seconds the payment account information is communicated wirelessly (via radio frequency (RF)) and the payment will be complete
and the lights on the reader will illuminate, confirming that the transaction has been approved.
Contactless cards are secured by the same advanced technology that underpins chip and PIN. Although a Contactless transaction
does not require a PIN to be entered, from time to time the terminal will ask that the cardholder undertake a full contact chip and PIN
transaction. This is designed to deter fraudulent use should the card be lost or stolen; each time a PIN is used it re-affirms that the
cardholder is in possession of their card.
A Chargeback may occur for any of the reasons set out in Section 8.2 –‘Circumstances that may result in a Chargeback being raised’
– of this Guide A Chargeback will be raised by the Card Issuer as soon as the Card Issuer becomes aware of a suspicious Transaction.
However, the time period for raising a Chargeback can be as much as 540 days from the Transaction date.
Any Chargeback queries should be addressed to the Chargeback Department at:
From |
Telephone Number |
|
|
---|---|---|---|
United Kingdom |
(0044) 0845 850 0195, option 4 |
|
|
Ireland |
(00353) 0402 25020, option 4 |
|
|
Account Information
Review Sales
The Payment Card Industry Data Security Standards (PCI DSS) is a set of requirements for enhancing payment account data security. These standards were developed by the PCI Security Standards Council, which was founded by American Express, Discover Financial Services, JCB International, MasterCard Worldwide and Visa International to facilitate industry-wide adoption of consistent data security measures on a global basis.
You, and any Third Party Vendors that you utilize, must comply with all applicable requirements of the PCI DSS, including Visa’s Cardholder Information Security Program , MasterCard’s Site Data Protection Program and the Discover Information Security & Compliance program. You must remain in compliance with these standards as they change.
For additional information please visit: www.elavon.com/pci
Pricing for your Merchant Service Charge (MSC) is based on you processing your transactions in the most advantageous way, thus enabling a low rate on the majority of transactions. However, some types of transactions attract higher cost transactions. Exceptions fees were developed to be able to identify those specific transactions and charge a small additional fee to cover these higher costs.
The primary exception fees are
Below are some tips that may help you avoid incurring Exception Charges:
General Guidelines:
a. Upgrade to a chip & pin terminal if you have not already done so.
b. Obtain an electronic authorisation for each transaction.
c. Batch your Terminal at close of each business day.
Card Present Transactions
a. Use a chip capable terminal for all cardholder present transactions.
b. Insist on pin verification for Chip Card transactions.
c. Avoid hand keyed transactions.
Internet Transactions
Secure Internet Transactions will not attract Exception Charges.
Please remember: Not only are there cost implications of processing in a less secure way, but also this may leave You open to a higher risk of fraud and or chargebacks.
Retention of Documentation:
You must retain, in a safe and secure place, copies of your sales and Refund Transaction Receipts and also summary vouchers used, for at least two (2) years, in case there is any dispute regarding a Card Transaction. The Card Issuer may ask you to supply documentation for a particular Card transaction. This must usually be provided within fourteen (14) Business Days of the request, either in its original form or as a copy. In some exceptional circumstances, e.g. Card fraud, the Card Issuer will ask you to supply the documentation within 48 hours of the request. You must supply the documentation within this time when requested to do so. When destroying documentation after two (2) years, be sure to do so in a secure manner.
Advertising / Point of Sale Display:
If you wish to advertise in the press or other media to show that you accept Cards as a method of payment, the following rules apply:
Change of Bank Account Details:
If you change your nominated bank account, as defined in the Terms of Service, you must complete and return a new Direct Debit Mandate form. These can be found on here
Change of Ownership/Status/Name/Address:
In accordance with your Terms of Service if your business (or any of its outlets) changes ownership, status, products sold and/or services supplied, name or address, you should immediately inform our Customer Service Team and follow their instructions.
Broken or Faulty Imprinters:
If you have any problems with broken or faulty Imprinters, contact our Partner Company Paper Rolls on one of the below numbers:
From Ireland: 00800 8438 0300
From UK: 01698 843 866
Email sales@ukprgroup.com or +44 (0) 1698 843866 to order new equipment.
What to do if a Card is left at your premises:
Contact the Card Issuer immediately for further instructions. The telephone number is to be found on the back of the Card.
Acquirer:
A financial institution which processes card transactions accepted at the Customer’s premises as payment for goods and/or services.
Approval:
When a Transaction is approved it means that there are enough funds in the account and that the Card has not been reported lost/ stolen at the time of the Transaction. Therefore, you must take additional steps to ensure the Transaction is genuine. Remember an Authorisation Code/Approval does NOT guarantee payment. Please refer to your Fraud Manual for further details.
AVS (Address Verification Service):
AVS is a cardholder verification tool designed to help reduce the risk of Transactions in Mail Order and/or telephone orders. Verification results help you to determine whether to accept a particular transaction.
Chip:
A microchip that is embedded in a Card that contains Cardholder data in an encrypted format.
Code 10:
Code 10 is a recognised code which has been designed to warn Authorisations centres when Customers are dealing with suspicious
Transactions.
Declined:
When you get a declined response from the Authorisations centre or electronically through the Terminal this means that the Issuer
cannot authorise that Transaction. In this case, the Cardholder will need to contact their Issuer to find out why, and use an alternative
method of payment.
Imprinter:
A machine which takes an imprint of the Cardholder’s Card onto a paper voucher.
IVR:
Interactive Voice Response or Phone Menu – a list of options upon calling our customer care numbers to best direct your call.
PAN key entry:
A service which may be provided at a Terminal where Card details embossed on a Card are keyed into the Terminal instead of the Terminal reading the Card’s magnetic stripe.
Referral:
Routine security check on a Card, where response comes from the Issuer. In this case you will need to contact the Authorisations centre to obtain Approval.
1. Enter the sale amount and press ‘Enter’.
2. Ask the customer to insert their card into the terminal, or the PIN pad if present, enter their PIN and press ‘Enter’.
3. If the transaction is successful the authorisation code will be shown and the terminal will print your copy.
4. Tear off your copy and press ‘Enter’.
5. Ask the customer if they would like a customer copy. Press ‘Enter’ to print the customer copy or press ‘Clear’ to finish the transaction without printing the customer copy.
1. Enter the sale amount and press ‘Enter’.
2. Ask the customer to present their card or mobile device to the terminal contactless reader, which is above the screen, or the PIN pad if there is one. There will be a beep to indicate the device has read the card or mobile device.
1. Enter the sale amount and press ‘Enter’.
2. Enter the card number, expiry date and security code, pressing ‘Enter’ after each entry.
3. If you are in the UK, enter the customer’s address and postcode, pressing ‘Enter’ after each entry.
3. If you are in the UK, enter the customer’s address and postcode, pressing ‘Enter’ after each entry.
When using the on screen keyboard, you may find it easier to use the stylus provided, which is located on the left hand side on the reverse of the terminal.
1. Press the menu key and select ‘REFUND’ from the main menu.
2. Enter the refund amount and press ‘Enter’.
3. Ask the customer to insert their card into the terminal or the PIN pad if present. Once the transaction is approved, the terminal will print your copy, which the customer must sign.
4. Verify the customer’s signature and retain your copy.
5. Press ‘Enter’ to print the customer copy.
1. Press the menu key and select ‘BATCH’ from the main menu.
2. Select ‘End of day’ and press ‘Enter’. The total sales and refunds for the current batch will be shown and printed.
1. Press the menu key and select ‘SALE’ from the main menu.
2. Enter the sale amount and press ‘Enter’.
3. Ask the customer to insert their card, enter their PIN and press ‘Enter’.
4. If the transaction is successful the authorisation code will be shown and the terminal will print your copy.
5. Tear off your copy and press ‘Enter’.
6. Ask the customer if they would like a customer copy. Press ‘Enter’ to print the customer copy or press ‘Clear’ to finish the transaction without printing the customer copy.
1. Press the menu key and select ‘SALE’ from the main menu.
2. Enter the sale amount and press ‘Enter’.
3. Ask the customer to present their card or mobile device to the screen. There will be a beep to indicate the device has read the card or mobile device.
1. Press the menu key and select ‘SALE’ from the main menu.
2. Enter the sale amount and press ‘Enter’.
3. Enter the card number, expiry date and security code, pressing ‘Enter’ after each entry.
4. If you are in the UK, enter the customer’s address and postcode, pressing ‘Enter’ after each entry.
When using the on screen keyboard, you may find it easier to use the stylus provided, which is located on the left hand side on the reverse of the terminal.
1. Press the menu key and select ‘REFUND’ from the main menu.
2. Enter the refund amount and press ‘Enter’.
3. Ask the customer to insert their card. Once the transaction is approved, the terminal will print your copy, which the customer must sign.
4. Verify the customer’s signature and retain your copy.
1. Press the menu key and select ‘BATCH’ from the main menu.
2. Select ‘End of day’ and press ‘Enter’. The total sales and refunds for the current batch will be shown and printed.
1. Press the menu key and select ‘BATCH’ from the main menu.
2. Select ‘End of day’ and press ‘Enter’. The total sales and refunds for the current batch will be shown and printed.
1. Press the menu key and select ‘TERMINAL’, then ‘TERMINAL CONFIG’ and press ‘Change’.
2. Select the required communication mode from the three types displayed and the terminal will attempt to establish a connection. The icon in the top left corner will change depending on the communication mode selected. If this is unsuccessful and the terminal cannot establish a connection, then please follow the additional steps below.
GPRS is available in three different network modes:
To configure the network mode, follow these steps:
1. Press the menu key and select ‘TERMINAL’, then ‘TERMINAL CONFIG’ and press ‘Change’.
2. On the ‘Enter profile number’ screen press ‘Enter’.
3. The terminal will show the current network settings.
4. Press ‘Change’ to select ‘Smart’, ‘Auto’ or ‘Manual’ mode.
5. For all network modes: Smart roaming, Automatic registration and Manual either a GPRS 2G or 3G network can be selected.
6. If ‘Manual’ is selected, a list of available networks is shown. Press ‘Enter’ to select the highlighted network or select it on the screen.
1. Press the menu key and select ‘TERMINAL’, then ‘TERMINAL CONFIG’ and press ‘Enter’.
2. Select ‘Wifi’ from the list.
3. Select ‘Profiles’, then ‘New profile’ and then ‘Automatic’.
4. The device will search for Wifi networks and display those available.
5. Select the relevant network, select ‘Personal’ or ‘Enterprise’ network and enter the Wifi password.
When using the on screen keyboard, you may find it easier to use the stylus provided, which is located on the left hand side on the reverse of the terminal.
Please note for the Bluetooth connection to work, there must be either an Ethernet or PSTN cable or both plugged into the base. Although PSTN might not be relevant, you must go through the following PSTN process to change IP setting and change base settings.
1. Press the menu key and select ‘TERMINAL’, then ‘TERMINAL CONFIG’ and press ‘Enter’.
2. Select ‘Bluetooth’ from the list.
3. Press ‘Enter’ on the ‘Enter profile number’ screen and select either ‘Tone’ or ‘Pulse’ as the dial type.
4. Check with your phone provider if a prefix is required for the terminal to dial out via PSTN and if blind dialling is needed
(standard choice would be no).
5. Place the terminal on the Bluetooth base and select ‘Assign to base’. Press ‘Cancel’ until you get back to the main menu.
These instructions are only applicable for Elavon provided Ingenico Point of Sale (POS) devices. Other vendors may have different process flows for the equivalent transaction type.
If the profile is set up as MOTO the MOTO sale will be available in main menu. If it is setup as different profile type (retail or Restaurant) the MOTO sale can be found in the “New Trans” menu.