Terminal Guide

VeriFonen VX520 with VX820 PIN Pad

n VX820 Duet n VX680 3G

Getting StartedThe VeriFone Terminal Guide will help you set up your terminal, understand your terminal’s functionality, and troubleshoot common payment application and terminal issues.

Please note that terminal options may vary depending on the device and application you are using.

Contents

Navigating and Setting Up Your VeriFone Terminal

n VX520 with VX820 PIN Pad

n VX820 Duet

n VX680 3G

Transactions

n Basic Transactions (Credit and Debit Cards)

n Basic Transactions (Credit Card Only)

n Contactless Payments Transactions

n Gift Card and Stored Value Card Transactions (Optional)

Functions and Features

n Basic Functions and Features

n Clerk Server Management

n Reports

n Settling the Batch

Reference

n Prompts

n Common Error Codes

n Chip Card Error Codes

4

5

6

8

12

13

13

16

17

18

20

22

23

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Navigating and Setting Up Your VeriFone Terminal

4

VX520 with VX820 PIN Pad

How to plug in your VX520 with VX820 PIN Pad:

To USB (if applicable)

To Internet

To Phone Line

Connect the VX820 PIN pad

To Power Supply

Function

Variable key

Variable key

Variable key

Variable key

Arrow Key

Tip Adjust

ALPHA

Gift Card

Reports

VX520 VX820 PIN Pad

Note: The cable from the VX820 PIN Pad needs to be connected to the VX520 before the power supply is plugged in.

5

VX820 DuetFunction

Variable key

Variable key

Variable key

Variable key

Arrow Key

Tip Adjust

ALPHA

Gift Card

Reports

To Phone Line

To Internet

To Cash Register (if applicable)

Connect the VX820 Duet PIN Pad

To USB (if applicable)

How to plug in your VX820 Duet terminal:

Note: Port to power supply located on the right side of the base.

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To Power Supply

VX680 3G

Function

Variable key

Variable key

Variable key

Variable key

Arrow Key

Tip Adjust

ALPHA

Gift Card

Reports

How to plug in your VX680 3G terminal:

Note: To turn ON the terminal, press and hold the green button. To turn OFF the terminal, unplug from power source then press and hold the red button until the terminal turns off.

Transactions

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Basic Transactions (Credit and Debit Cards) Refer to this section for information on what transactions are available and when to use them.

Begin a TransactionIn general, to begin a non-sales transaction, use the [] (VX520) or [ ] (VX820 Duet and VX680 3G) at the Main Menu or idle prompt to navigate to the transaction type you wish to perform. Scroll through the menu and press the corresponding [F] key when your desired transaction appears on the terminal display.

SalePerform a credit or debit card sale transaction when the card is present.

Display

Idle Screen

Amount: $ 0.00

VX520

Press [F2] to select Sale

Key in amount and press [OK]

VX820 / VX680

Press [F1] to select Sale

Key in amount and press [OK]

Customer is prompted to Tap/Insert/Swipeor Enter Acct #

1. Customer confi rms the sale amount2. Selects Chequing or Savings (Debit Only)3. Enter PIN and press OK4. While terminal connects, do not remove card

For contactless (tap) transactions, the customer holds their card over the terminal until the reader fl ashes and/or beeps.

Sale$0.00

Tap/Insert/Swipe

APPROVED XXXXRemove Card

Receipt prints and approval is displayed. Press [Enter] to print the customer copy.

What the customer sees:

Note: Failure to obtain an authorization code for a sale may lead to a chargeback.

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Sale (With Tip)Perform a credit or debit card sale transaction with a tip when the card is present.

Display

Idle Screen

Amount: $ 0.00

VX520

Press [F2] to select Sale

Key in amount and press [OK]

VX820 / VX680

Press [F1] to select Sale

Key in amount and press [OK]

What the customer sees:

Customer is prompted to Tap/Insert/Swipeor Enter Acct #

1. Customer confi rms the sale amount2. Customer is prompted to select Tip Method (per cent,

amount, no tip)3. Selects Chequing or Savings (Debit Only)4. Enter PIN and press [ ]5. While Terminal connects do, do not remove card.

Sale$0.00

Tap/Insert/Swipe

APPROVED XXXXRemove Card

Receipt prints and approval is displayed. Press [Enter] to print the customer copy.

Note: Failure to obtain an authorization code for a sale may lead to a chargeback.

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What the customer sees:

Return/RefundPerform a return to refund money to a cardholder’s account from a sale completed in a closed batch (e.g., previous day). May also be used to adjust a previous transaction.

Display

Idle Screen

Refund Mgr Password: *******

Amount: $ 0.00

VX520

Press [] to select Refund

Key in password and press [OK]

Key in amount and press [OK]

VX820 / VX680

Press [F4] to select Refund

Key in password and press [OK]

Key in amount and press [OK]

Customer is prompted to Tap/Insert/Swipeor Enter Acct #

1. Customer confi rms the refunded amount2. Selects Chequing or Savings (Debit Only)3. Enter PIN and press OK4. While terminal connects, do not remove card

For contactless (tap) transactions, the customer holds their card over the terminal until the reader fl ashes and/or beeps.

Refund$0.00

Tap/Insert/Swipe

APPROVED XXXXRemove Card

Receipt prints and approval is displayed. Press [Enter] to print the customer copy.

Note: Having an imprinted copy of the card does not prevent you from receiving a chargeback.

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VoidPerform a void to reverse a credit or debit sale, force, or return transaction and prevent any funds from transferring from the cardholder’s account. Only available for transactions in the current batch (e.g. same day).

Display

Idle Screen

Void Last Trans?

Yes F1

Yes F2

Inv #: XXX

[Card Type]

[Tran Type]

[Card number]

$ X.XX

APPROVED XXXXXX

VX520

Press [F4] to select Void

Press [F1] to void last transaction.

Press [F2] to search by invoice or account number.

IF F2 selected, next screen prompts: RETRIEVE BY?Inv# = F1, Acct# = F2

Press [F1] to select displayed transaction.

Press [F2] to cancel back to the previous screen.

Press [F3] to go to the next transaction.

No action. Terminal returns to main menu.

VX820 / VX680

Press [F3] to select Void

Press [F1] to void last transaction.

Press [F2] to search by invoice or account number.

IF F2 selected, next screen prompts: RETRIEVE BY? Inv# = F1, Acct# = F2

Press [F1] to select displayed transaction.

Press [F2] to cancel back to the previous screen.

Press [F3] to go to the next transaction.

Key in amount and press [OK]

Yes F1

No F2

Next F3

Note: You can get your monthly statement via email by opting in for this service through your Resource Online account.

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Basic Transactions (Credit Card Only) You can perform additional credit card sale transactions when the credit card is present.

Force *

Perform a force sale when the terminal cannot reach the host (Chase Paymentech) to authorize a transaction, or to fi nalize a Pre-Auth transaction. Contact your voice authorization center for an authorization code, and then force the transaction.

To force a sale use the [] and then select Force (VX520);or press [ ] and then select Force (VX820 Duet and VX680 3G).

Pre-Auth/Pre-Auth Completion (for retail only) *

A pre-auth transaction provides an approval, but the consumer is not charged until a pre-auth completion is performed. The terminal stores up 999 pre-auth transactions.

To perform a Pre-Auth/Pre-Auth Completion press the [] and then select Pre-Auth (VX520);or press [ ] and then select Pre-Auth (VX820 Duet and VX680 3G).

Open Tab (for restaurant only) The Open Tab transaction enables you to preauthorize a transaction for a specifi c, pre-determined dollar amount.

To use the Open Tab function, press [] to scroll, and select Tab > Open Tab (VX520); or press [ ] and scroll to Tab > Open Tab (VX820 Duet and VX680 3G).

Close Tab (for restaurant only) To close an Open Tab and place it in the settlement batch fi le a Close Tab transaction is required.

To use the Close Tab function, press [] to scroll, and select Tab > Close Tab (VX520); or press [ ] and scroll to Tab > Close Tab (VX820 Duet and VX680 3G).

* Purchase and Commercial cards are supported.

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Contactless Payments Transactions Your VeriFone terminal automatically accepts contactless payments. During a sale transaction, the terminal will display the “Tap/Insert/Swipe” prompt and the contactless symbol. At this time, customers with contactless-enabled cards should touch/tap their card on or in close proximity to the top of the terminal screen for a few seconds. Your terminal will process contactless payment transactions as if a card were swiped or inserted. As an added security measure, the terminal will prompt for a card insert or swipe if the transaction amount is over a pre-set threshold.

Note: Contactless option can be disabled, please contact Merchant Support at 1.800.265.5158. Cashback and surcharge functions require the card to be inserted or swiped.

Gift Card and Stored Value Card Transactions (Optional)

Your VeriFone terminal supports gift card and stored value card (e.g. loyalty card) transactions. If you participate in a gift or stored value cards program your terminal is capable of performing various transactions for these types of cards. This guide outlines some of the most common transactions for gift and stored value cards. For more advanced transactions or additional details, contact your gift and/or store value cards program provider for assistance.

Note: The transactions and menu options outlined below may vary depending on your third party gift or stored value card program provider or application.

Begin a Gift or Stored Value Card TransactionTo start a gift or stored value card transaction, press [Gift Card] (VX520)*; or press the [ ] (VX820 Duet and VX680)

* The [Gift Card] button is the third purple hot key from the left on the VX520 terminal or the [ ] button on the VX820 Duet and VX680 3G terminals.

Issuance/Add ValueThis transaction adds value to the gift or stored value card account and can be used to issue and activate a new card, or to reload an active card with incremental value.

Press [Gift Card] and then select Issue Add Value (VX520);or press the [ ] and choose Issue Add Value (VX820 Duet and VX680).

Activation/Block ActivateThe Activation function creates a consumer’s gift or stored value card account by assigning a value to the gift or stored value card. The Block Activate function is used to activate up to 999 gift or stored value cards for a specifi c amount using one transaction fl ow. Activation/Block Activate can only be performed on cards that have not been previously activated.

Press [Gift Card], press [] to scroll and then select Activation or Block Activate (VX520); or press the [ ], press [ ] to navigate, and then select Activation or Block Activate (VX820 Duet and VX680).

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RedemptionThe redemption transaction is performed when a consumer uses the card to purchase goods or services. The function decreases the value of the consumer’s gift or stored value card account.

To perform a Redemption, press [Gift Card], and then select Redemption (VX520);or press [ ] and then select Redemption (VX820 Duet and VX680).

Balance InquiryThe Balance Inquiry is performed when a consumer wishes to know the balance remaining on their gift or stored value card account.

To perform a Balance Inquiry, press [Gift Card], and then select Balance Inquiry (VX520);or press [ ] and then select Balance Inquiry (VX820 Duet and VX680).

Force Redemption/Force Activation Perform a force stored value card redemption, activation or issuance when the terminal cannot reach the gift card host.

Press [Gift Card], press [ ] to scroll, and then select Force Redempt; or press [] to scroll, and then select Force Activate (VX520).

Press [ ], press [ ] to scroll, and then select Force Issuance or Force Redempt; or press [ ] to scroll, and then select Force Activate (VX820 Duet and VX680).

Functions and Features

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Basic Functions and FeaturesThis section provides additional information on basic transactions, terminal functions and features, that you may want to use. Some options may vary depending on the device you are using.

Reprint a ReceiptThe Reprint function is accessible through the main menu. Press [] (VX520) and select Reprint; or [ ] (VX820 Duet and VX680 3G) to scroll, and select Reprint. You will be prompted to select last receipt, or enter criteria to search for another receipt to reprint.

Access ReportsTo access the Reports Main Menu press [Reports] (purple hot key on the far right of VX520); or [ ] (VX820 Duet and VX680 3G) to access the Reports menu. Scroll to the desired report or report category, then press the corresponding [F] key and follow the prompts to view or print your report.

Review the Reports section on page 18 for additional details.

Access Clerk/Server Setup For all VeriFone terminals, at the main menu, press [OK] to access the Confi guration menu. Then, navigate to the Clerk Setup or Server Setup option.

Review the Clerk Server Management section on page 17, for additional details.

Edit Auto Shift Times If you are in auto shift mode, use this procedure to edit the shift start and end times. For all VeriFone terminals, press [1] at the idle screen to access the Shift menu.

Manual Shift Close If you are in manual shift mode, use this procedure to close the current shift and start a new shift. For all VeriFone terminals press [1] at the idle screen to access the Shift menu.

Download Updates*

Your terminal will automatically check for software updates every 30 days (which is the default setting). If an update is available, the terminal will schedule a time to perform the automatic download. The terminal will not proceed with the download at the scheduled time if there are any transactions in your batch that need to be settled.

*To download automatic updates connect the VX680 3G terminal to a power supply overnight.

Set a Password Call our 24/7 Merchant Support and we can outline your options for password settings and help you set up passwords for your terminals. Once set up, this security feature requires a password to be entered to perform specifi c transactions on the terminal such as refunds and voids.

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Clerk/Server Management

Clerk/Server ManagementTo perform a variety of Clerk/Server Management functions access the Clerk/Server Management Menu.

For all VeriFone terminals, from the idle prompt press the [OK] key to launch the Confi guration menu. From this menu select “Servers”.

Clerk/Server SetupThe Clerk/Server Setup functions allow you to manage IDs and passwords of employees that use the Terminal.

For all VeriFone terminals, from the idle prompt, press the [OK] key to launch the Confi guration menu. From this menu, select “Servers”.

Log On/Off Clerk/Server Used to log on Clerks/Servers as their shifts begin, and log them off at the end of their shift.

To log on a Clerk/Server, from the Servers menu select “Log On Server” [F2] key (VX520); or the [F1] key (VX820 Duet and VX680 3G) and follow the terminal prompts.

To log off a Clerk/Server, from the Servers menu select “Log Off Server” [F3] key (VX520) or [F2] key (VX820 Duet and VX680 3G). The terminal will guide you through the Server Log Off process.

Add Clerk/Server Adds a new Clerk/Server to your terminal, you will be prompted to create an ID and a password for each new clerk/server.

To add a Clerk/Server, from the Servers menu select “Add Server” [F4] key (VX520) or [F3] key (VX820 Duet and VX680 3G) and follow the terminal prompts to set up an ID and password for the new Clerk/Server.

Modify Clerk/Server Allows you to modify a clerk/server’s password.

From the Servers menu, press the [] to scroll and then select the [F1] key “Modify Server” (VX520); or select [F4] (VX820 Duet and VX680 3G) and follow the prompts on your terminal to modify the Clerk/Server password.

Delete Clerk/Server Removes a single clerk/server from the terminal.

From the Servers menu, press the [] to scroll and select “Delete Server” [F2] (VX520), or select [ ] to scroll and choose “Delete Server” [F1] (VX820 Duet and VX820) and follow the terminal prompts.

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Reports

ReportsA report is like a snap shot in time of business activities. Use this data to help you make crucial business decisions.

Access ReportsTo access your reports press [Reports] (purple hot key on the far right of VX520); or [ ] (VX820 Duet and VX680 3G). Scroll to the desired report or report category, then press the corresponding [F] key and follow the prompts to view or print your report.

The following reports are available to you from the Reports Main Menu:

Reports: Main Menu

Totals Report

Detail Report

Clerk/Server Reports

Batch Review

Batch History

Host Totals

Terminal Reports

Outstanding Pre-Auth Report (retail only)

Prints totals by card type and card issuer.

Prints detail information for each transaction.

Launches Clerk or Server Reports Menu options. (See Reports: Clerk/Server Reports Menu.)

Launches Batch Review menu options. View details on all transactions in the current batch. This can be used to retrieve transactions in the current batch by entering search criteria. Once the transaction is retrieved, you may adjust or void the transaction. To access the Batch Review for all transactions, the Supervisor or Manager password level is required.

Prints a series of settlement reports by date.

Runs the host totals transaction and prints a report.

Launches Terminal Reports menu options. These reports are used by your Help Desk Associate to troubleshoot your terminal.

Prints the details or totals of the current open pre-auth transactions in the terminal.

Description

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Clerk/Server Reports MenuYou also have access to a number of Clerk/Server reports for additional insights into your business operations.

To access these reports go to the Reports Main Menu by pressing [Reports] (purple hot key on the far right of VX520); or [ ] (VX820 Duet and VX680 3G). Scroll to Clerk/Server Reports then press the corresponding [F] key and follow the prompts to view or print your report.

Gift and Stored Value Card Reports*

Gift and stored value card program subscribers have access to a number of gift card based reports to assist with their end of day reconciliation process.

For VX520, from the Main Menu press the [ ]**, and then press [GC] (fourth purple hot key from the left) and use the [] to scroll and select ‘GC Reports’.

For VX820 Duet and VX680 3G, from the Main Menu press the [ ], select [ ] key to scroll, and then select ‘GC Reports’ [F1].

Follow the above steps, and then select the related [F] key to print one of the following reports:

Clerk/Server Reports Menu

Totals Report

Detail Report

Shift Report

Clerk/Server Table

Prints totals by card type and card issuer.

Prints detail information for each transaction.

Prints transaction totals per shift.

Prints login and logout information

Description

Gift Card Reports Description

Totals Reports Prints a summary report of all gift card transaction types.

Detail Reports Prints detailed information for each transaction and a summary report of transaction types.

Server Report Prints a detailed gift card report by clerk/server that includes transaction type, amount and total.

Cash Out Report Prints a report showing the cash amount that was applied to a gift card transaction.

* Stored Value Card reports for loyalty programs are are not available.

**The alpha/gift card key is the third purple hot key from the left on the VX520.

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Settling the Batch

Your terminal batch contains all the daily transactions that need to be settled. Settlement is the process of managing your electronic payment transactions so they clear through the payment brands and are funded to your account.

Your VeriFone terminal uses a Host Capture System (HCS) application. In the HCS environment, all transactions are sent online to the Chase Paymentech Host and are captured at the moment they occur. This includes Returns, Auth / Force Sales, Voids and Reversals. Auth only transactions are not settled until they are completed or closed. There are three settlement options for VeriFone terminals.

n Host Auto Close n Auto Settlement n Manual Settlement

Host Auto Close If your terminal is set to Host Auto Close, the host will close the current open batch at a designated time each day. There is no end of day batch processing required from the merchant.

Manual Settlement For all VeriFone terminals, if your terminal is configured to manually settle, navigate to Settlement from the Main Menu and follow the prompts displayed.

Timed Auto Settlement* If your terminal is set to Timed Auto Settlement, it will automatically settle transactions in the current batch at a specific, predetermined time, within a 24-hour period. When configured, auto settlement begins any time after the set time occurs if there are transactions in the batch. For example, if auto settlement time is set to 22:30:00 (10:30 PM) then auto settlement occurs at approximately 22:30:00. If the terminal is turned off before the set time, and turned on again (usually the next morning), auto settlement occurs at that time.

*For VX680, make sure the terminal is connected to a power supply overnight when set to timed auto settlement.

Reference

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Reference Refer to this section to learn more about terminal prompts and how to troubleshoot common error codes.

Prompts While navigating through transactions, you’ll find that some prompts aren’t as clear as others. This section clarifies those prompts.

Prompt Description Action

Imprint Card Press OK Key

May display while performing a manually entered transaction.

Imprint the card using a manual imprint machine to prove the card was present during the transaction.

V-Code: Displays when the CVC (card verification code), typically the last 3 or 4 digits found on the back of the card on the signature line is required. CVC codes are designed to reduce payment card fraud.

Enter the CVC code.

Code Present? No [F1] Xread [F2]

Displays when V-Code prompt is bypassed.

Select X read if the code is present, but unreadable.

Send Duplicate? Yes [F1] No [F2] Displays when you are attempting a transaction with an account number and amount that has already been used in the current batch.

Select Yes to confirm that this transaction should be processed. Select No to cancel the transaction.

Appr Code: Displays during a manual transaction. Key in the approval code you received from the Voice Authorization Centre, and press [OK].

SaleTotal: $X.XXAddress

Displays during a manual transaction. Key in the cardholders address and press [OK].

SaleTotal: $X.XXPostal Code

Displays during a manual transaction. Key in the cardholder postal code and press [OK].

Sel App No [F1]Xread [F2]

Allows you to toggle between applications on your terminal.

Select the desired application by pressing the corresponding [F] key.

Total: $X.XX Enter to Confirm

Confirm the total transaction amount. Press [OK] to complete transaction.

Select Language English [F1] Français [F2]

Provides the option to display terminal prompts in English or French.

Press the [7] key to specify whether the terminal will display prompts in English or French.

Note: Call our 24/7 bilingual Merchant Support line at 1.800.265.5158 for any assistance you require.

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Common Error Codes In the event that your terminal displays an error, refer to these error codes to troubleshoot your terminal.

Error Code

Bad Account #

Empty Batch

Expired card

Invalid Accnt No

Invalid Srvr Id Invalid Clrk Id

Void Not Allowed

Description

The card number being used for the current transaction does not pass the LUHN check.

Cannot perform requested function – batch is empty.

The card’s expiration date has passed.

The 4 digits keyed do not match the account number from the card’s mag stripe.

The clerk/server number keyed has not been logged in.

The user tried to void an already voided transaction.

Action

Retry. If error persists, ask for another form of payment as the card may be fraudulent.

(No action.)

Retry. If error persists, ask for another form of payment

Re-key the last 4 digits. If error persists, ask for another form of payment as the card may be fraudulent.

Login the clerk/ server through Clerk/ Server Setup.

(No action.)

Note: If the code you are experiencing is not shown, retry the transaction. If the error persists, contact Merchant Support at 1.800.265.5158.

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Chip Card Error Codes In the event that your terminal displays a chip card related error, refer to these error codes to troubleshoot your terminal.

Error Code

Appl Not Supported

Card Blocked

Chip Card Failure

Chip Card Failure, Use Mag Stripe

Card Removed

Invalid CAPK File

Last PIN Try

PIN Blocked

PIN Try Limit Exceeded

Use Chip Reader

Description

The application on the chip card is not supported.

The chip card has been blocked.

The chip card has failed to read properly.

The chip card has failed to read properly.

The chip card has been removed while a transaction is being processed.

The card has requested a file that does not match the terminal.

There is only one PIN attempt entry left on the card.

The PIN has been blocked on the chip card.

The PIN limit has been exceeded.

A chip-enabled card has been swiped but has not yet been inserted into the smart card reader.

Action

Follow instructions on the terminal to complete the transaction.

Follow the instructions to complete the transaction. Refer the cardholder to the issuing bank.

Attempt the transaction again. Obtain another form of payment.

Perform transaction by swiping the magnetic stripe.

Attempt the transaction again.

No action is required. If the error persists, contact Merchant Support No action.

Follow instructions on the terminal to complete the transaction. Refer the cardholder to the issuing bank.

Follow instructions to complete the transaction. Refer the cardholder to the issuing bank.

Insert the card into the smart card reader.

Note: To reduce chargeback risks and manage your processing costs, avoid keying transactions when the card is present. Instead, ask for another method of payment.

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Notes

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™Trademark of Paymentech, LLC, Chase Paymentech Solutions authorized user. All other trademarks, registered trademarks, product names and logos identified or mentioned herein are the property of Paymentech, LLC, or their respective owners. © Copyright 2016, Paymentech, LLC. All Rights Reserved.

WK-FG-VF-EN-1216

The Information You Need, When You Need it.

For Guides and Helpful Information: chasepaymentech.ca/welcome

Call Merchant Support 24/7: 1.800.265.5158