387717 wpbw1255 0514 - westpac · 2.1 the mobile payway app the mobile payway app is one part of a...

Mobile PayWayUser guide

Phone numbers

Westpac Merchant Business SolutionsHelp Desk

• Service, Sales and Support • Card reader diffi culties

1800 029 749(24 hours a day, 7 days a week)

Westpac Key Auth Service

Cardholder Behaving Suspiciously

Note: When one of our operators asks you to retain a card, please always ensure your personal safety fi rst. Do not comply with the request if you or anyone else is placed at risk.

132 415 Extension 500(24 hours a day, 7 days a week)

MOBILE PAYWAY USER GUIDE 1

Contents1.0 Introduction ............................................................................................................................. 31.1 Merchant responsibility for the card readers and equipment provided .............................. 31.2 Cancellation of facility .............................................................................................................. 31.3 Damaged, lost or stolen equipment ....................................................................................... 3

2.0 Getting started ....................................................................................................................... 42.1 The Mobile PayWay app .......................................................................................................... 42.2 The Mobile PayWay card reader ............................................................................................. 42.2.1 Know your card reader ............................................................................................................. 42.2.2 Card reader display .................................................................................................................. 52.2.3 Power supply ............................................................................................................................. 52.3 Communications ....................................................................................................................... 52.3.1 Card reader communications .................................................................................................. 52.3.2 Mobile data coverage .............................................................................................................. 62.4 Card reader – software update ............................................................................................... 62.5 Passwords .................................................................................................................................. 62.6 Multiple card reader users ....................................................................................................... 6

3.0 The mobile app ....................................................................................................................... 73.1 Signing in to the mobile app ................................................................................................... 73.2 Pairing the card reader ............................................................................................................. 8

4.0 Procedures ............................................................................................................................... 94.1 Inserting a chip card ................................................................................................................. 94.2 Swiping a magnetic stripe card ............................................................................................. 10

5.0 Transaction procedures ....................................................................................................... 105.1 How to process a sale ............................................................................................................ 105.2 How to process a refund .........................................................................................................15

6.0 Reporting functions ...............................................................................................................196.1 Card reader settlement ...........................................................................................................196.2 How to review your dashboard ..............................................................................................196.3 How to review the last 20 transactions and send email receipts ........................................ 206.4 How to review and resend a specifi c transaction ................................................................. 236.5 How to review the audit history ............................................................................................. 25

MOBILE PAYWAY USER GUIDE2

7.0 Additional Mobile PayWay features .................................................................................. 267.1 Merchant information ............................................................................................................. 267.2 Merchant surcharge ................................................................................................................ 277.3 User administration ................................................................................................................ 297.4 Change my details .................................................................................................................. 357.5 Change password ................................................................................................................... 377.6 Change security questions .................................................................................................... 38 7.7 Forgotten password ............................................................................................................... 407.8 Request a limit change ........................................................................................................... 427.9 Order additional card readers ............................................................................................... 44

8.0 Minimising fraud ................................................................................................................... 45

9.0 Troubleshooting .................................................................................................................... 459.1 Hardware faults ....................................................................................................................... 459.2 Error codes .............................................................................................................................. 46


1.0 IntroductionMobile PayWay allows online transactions using debit cards (savings and cheque accounts) and credit cards (Visa, MasterCard® and American Express®).

To accept American Express, you’ll need to contact American Express directly on1300 363 614.

With Mobile PayWay you can:

• Process a sale

• Provide refunds

• Review transactions

• Apply surcharges

1.1 Merchant responsibility for the card readers and equipment provided

Card readers and equipment (where supplied by us), plus any unused accessories and promotional material remain the property of the Bank.

• You must not sell, assign or in any way damage or dispose of equipment

• You shall not give or provide access to a third party

• You must ensure the card readers are covered by your business or contents insurance.

Card readers must be located where cardholders can use the PINpad without the risk of other people seeing them key in their PIN.

1.2 Cancellation of facility

If your merchant facility is cancelled for any reason, the card readers and equipment must be returned to us. To make arrangements for return, call the Westpac Merchant Business Solutions Help Desk on 1800 029 749.

You must ensure that all card readers and equipment are returned within 5 business days of our request. Fees and charges may be incurred if equipment is not returned to the Bank or returned after the due date.

1.3 Damaged, lost or stolen equipment

You’re responsible for the equipment. If it is damaged, lost or stolen, you will be charged replacement costs.


2.0 Getting started

2.1 The Mobile PayWay app

The Mobile PayWay app is one part of a secure, portable payments system that works via a Bluetooth connection from your smartphone or tablet to the Mobile PayWay card reader.

To install, search “Mobile PayWay” in the App Store or Google PlayTM and followthe instructions.

2.2 The Mobile PayWay card reader

The Mobile PayWay card reader is one part of a secure, portable payments system that works via a Bluetooth connection to the Westpac Mobile PayWay app on your smartphone or tablet. The Mobile PayWay card reader contains an integrated PINpad for the Cardholder.

2.2.1 Know your card reader

1. Power / sleep button2. Magnetic swipe channel3. Chip card reader4. PIN entry keypad5. Display

6. Micro USB charger port7. Battery cover8. Lanyard attachment9. Serial number

1

4

6

7

9

5

3

2

8


2.2.2 Card reader display

CARD READER/MOBILE APP DISPLAY PROCEDURE

Bluetooth

This symbol indicates the card reader’s Bluetooth is connected and will disappear when a Bluetooth connection is lost.

Battery

Internal battery power level displayed when card reader is not connected to mains power.

Battery charging

This symbol will ‘blink’ when the card reader is plugged into mains power and charging.

2.2.3 Power supply

The card reader runs on batteries. It takes approximately 4 hours to fully charge, providing up to 2 days of usage under normal conditions (i.e. approximately 200 transactions).

The card reader is recharged by plugging the micro USB cable into the card reader and connecting it to a powered USB port.

Initial charging of the card reader

While the Mobile PayWay card reader will come with some battery charge when delivered, it is recommended to complete a full charge of at least 4 hours before using.

Powering the card reader off/on

When powered on and left idle for 1 minute, the card reader will go into sleep mode to preserve battery. The card reader display will go blank, however the card reader will still be able to wake up when you login to the mobile app or commence a transaction.

To turn the card reader on, press the Power/Sleep button for approximately 5 seconds until you hear a beep.

To switch the card reader off, press the Power/Sleep button for approximately 5 seconds until the display goes blank. Then press “Enter”.

2.3 Communications

2.3.1 Card reader communications

The card reader accesses the internet through your smart phone or tablet; either via a network provider or Wi-Fi connection.


2.3.2 Mobile data coverage

This will be dependent on your network provider. When using Mobile PayWay ensure you have good signal strength for best performance.

2.4 Card reader – software update

The Bank will automatically upload any changes to the card reader’s software (usually monthly). This update generally occurs the fi rst time you sign in to the app and connect your card reader on any day an update is available.

The upload only takes between 1 to 2 minutes. However, occasionally it can take up to 10 or 15 minutes. That’s why it’s important to keep the card reader switched on until the update is complete.

2.5 Passwords

Your Mobile PayWay access requires a secure login with a password and username. The password can be changed via the PayWay website or mobile app at any time.

You are responsible for protecting this password against unauthorised use. If you do not know or have forgotten the password you’ll need to request a reset via the Mobile PayWay app or website.

2.6 Multiple card reader users

Mobile PayWay is capable of supporting multiple user IDs. When setting up new users, you can select from any combination of 3 levels of transaction access and 2 levels of administration access.

Transaction access

• Take payment

• View payments and refunds

• Refund transactions

Administration access

• Administer surcharges, order card readers and request limit increases

• Administer users – Allows ‘admin’ rights to setup new users, change user information and reset passwords


3.0 The mobile app

3.1 Signing in to the mobile app


Open the Mobile PayWay app on your smartphone or tablet.

Enter Login Name and Password.

After successfully signing in, the Home screen displays.


3.2 Pairing the card reader


1

Press and hold power button (1) on the card reader for up to 5 seconds until display turns on and the start-up procedure commences.

The card reader is ready to continue when the Bank logo is displayedon screen.

From the Home screen, select ‘Pair card reader’.

The ‘Pair microPay’ screen displays a listof all card readers in range and readyfor pairing.

To continue, select the card reader you wish to pair to your mobile device.

Where multiple devices are visible, match the serial number displayed on screen to the serial number fi xed to the back of the card reader to continue.


Home screen displays. Status bar at the top will update within 60 seconds confi rming the card reader is connected.

4.0 Procedures

4.1 Inserting a chip card

Chip card should be inserted into the chip card reader (located below the keypad) and left there for the duration of the transaction.

1. Check the card reader is displaying the message INSERT/SWIPE CARD.

2. Hold the card face-up with the chip towards the card reader.

3. Insert the card as far as it will go into the reader and continue processing the transaction.

4. Leave the card in the card reader until prompted to remove.

5. If there is an error with reading the chip on the card, the card reader may prompt you to remove and re-insert or swipe the magnetic strip on the card.


4.2 Swiping a magnetic stripe card

The magnetic stripe reader is located on the top of the card reader.

1. Check the card reader is displaying the message INSERT/SWIPE CARD.

2. Hold the card upside-down with the magnetic stripe facing backwards.

3. Swipe the card smoothly through the card reader, in either direction. Ensure the whole magnetic stripe is swiped through the reader.

4. If there is no response from the card reader, or CARD ERROR message is displayed, swipe the card again. You might need to swipe faster or slower.

5. If you swipe a chip card the card reader may beep and prompt you to insert the card.

5.0 Transaction procedures5.1 How to process a sale


Select ‘Take a payment’ from the Home screen.


Enter the transaction amount and optional reference fi eld, then select ‘Continue’.

The app will show a mirror of the message displayed on the card reader.

Swipe or insert chip card.

Refer to:

• Section 4.1 for more about Inserting a chip card.

• Section 4.2 for more about Swiping a magnetic stripe card.


Press soft key for the relevant account type.

If prompted to accept surcharge, request cardholder to select ‘Enter’ to continue, otherwise cancel the transaction.

When prompted, have the cardholder key in their PIN and press ‘Enter.’

Note: Entering a PIN is mandatory forall transactions.

The terminal is connecting to the Bank to process the sale.

If a chip card was inserted, and is yet to be removed, the prompt ‘Remove Card’ will appear.


Transaction confi rmation appears on screen.

Before completing the sale, check that the transaction was approved. If the transaction is declined, the card reader will display an error code. The explanation is available in Section 9.2, Error Codes.

To send a receipt to the cardholder via email.

Enter cardholder’s email address and select ‘Email receipt’.

The ‘Sent’ confi rmation screen will display.


Approved purchase receipt

The following is an example of the email receipt that will be sent to the cardholder upon selecting the ‘Email receipt’ button.

Sample merchant payment receipt

We have processed your payment of AUD 1.08. Approved

Payment Reference: Invoice 001 Transaction Date/Time: 04 Apr 2014 15:48 EST

Settlement Date: 04 Apr 2014

Card Number: 000000...000 Receipt No: 1111111111

Card Type: Transaction Source: Mobile Card Reader

Account Type: Credit

Merchant Id: 11111111 Transaction Amount: AUD 1.08

Transaction Type: Sale

Merchant Details

Merchant Name: Sample Merchant

Address: Level 7

182 Sample Street

Sydney, NSW 2032

Phone: 0411 111 111

Email: [email protected]

#iCIS_1111111111


5.2 How to process a refund

Refunds can only be processed to the same card as used on the original transaction.


Select ‘Give refund’ from Home screen.

Enter the transaction amount and optional reference fi eld, then select ‘Continue’.


The mobile app mirrors the message displayed on the card reader.

Swipe or insert chip card.

Refer to:

• Section 4.1 for more about Inserting a chip card

• Section 4.2 for more about Swiping a magnetic stripe card.

Press soft key for the relevant account type.

When prompted, have the cardholder key in their PIN and press ‘Enter.’

Note: Entering a PIN is mandatory forall transactions.

The card reader is connecting to the Bank to process the sale.

If a chip card was inserted and is yet to be removed, the prompt ‘Remove Card’ will appear.


Transaction confi rmation appears on screen.

Before completing the refund, check that the transaction was approved. If declined, the card reader will display an error code. An explanation is available in Section 9.2, Error codes.

To send a receipt to the cardholder via email.

Enter cardholder’s email address and select ‘Email receipt’.

The ‘Sent’ confi rmation screen will display.


Approved refund receipt

Sample merchant payment receipt

We have processed a refund of AUD 2.00. Approved

Payment Reference: Invoice 002 Transaction Date/Time: 09 Apr 2014 15:08 EST

Settlement Date: 09 Apr 2014

Card Number: 000000...000 Receipt No: 1111111111

Card Type: Transaction Source: Mobile Card Reader

Account Type: Cheque

Merchant Id: 11111111 Transaction Amount: AUD -2.00

Transaction Type: Refund

Merchant Details

Merchant Name: Sample Merchant

Address: Level 7

182 Sample Street

Sydney, NSW 2032

Phone: 0411 111 111

Email: [email protected]

#iCIS_1111111111


6.0 Reporting functions

6.1 Card reader settlement

Transactions completed before 6pm (Sydney time) will automatically be settled to your nominated Westpac bank account that day.

6.2 How to review your dashboard


Enter Login Name and Password and select ‘Sign in’.

The Home screen dashboard displays the:

• Remaining dollar value of your allocated monthly transaction limit

• Date and time at which this limit will reset


6.3 How to review the last 20 transactions and send email receipts


Select ‘Last 20 transactions’ from the Home screen.

A summary of the last 20 transactions will be displayed, along with their approval status.

Select the desired transaction to view in more detail.


Full transaction data and receipt displayed.

To send a receipt to the cardholder, enter the cardholder’s email address and select ‘Email receipt’.


If needed, you can also refund the amount of the transaction being viewed by selecting ‘Give refund’ and following instructions from Section 5.2 How to process a refund.


6.4 How to review and resend a specifi c transaction

WEBSITE DISPLAY PROCEDURE

Sign in to Mobile PayWay viawww.payway.com.au

Select ‘Search’ from left hand menu.

There are 3 ways to search for specifi c transactions:

• By date

• Cardholder reference number entered on the transaction or receipt

• Card number and total transaction amount


Select the specifi c transaction from the search results displayed.

Full transaction information is then displayed.

If a receipt is required by a cardholder, enter their email address and select ‘Send’.


6.5 How to review the audit history


Sign in to Mobile PayWay viawww.payway.com.au

Select ‘Audit History’ from the left hand menu.

A detailed list of all activity displays on screen.

Select ‘Print Audit History’ if a printoutis required.


7.0 Additional Mobile PayWay features

7.1 Merchant information


Select ‘Administration’ from the left hand menu.

Select ‘Merchants’ from the listed options.

Select ‘View’.


Your merchant information will display on the screen.

7.2 Merchant surcharge

You may add a surcharge depending on the type of card used or transaction.

It’s automatically calculated as a percentage and is added as a separate entry on the receipt.

Surcharges only apply to credit card transactions.

Note: The surcharge must be limited to the reasonable cost of accepting the transaction.




Select ‘Surcharges’ from thelisted options.

Update surcharge fi elds for each card type to the appropriate rate, and select ‘Save’.

A summary of surcharges appliedis displayed.


7.3 User administration

7.3.1 How to set up a new user


Select ‘Administration’ from the lefthand menu.

Select ‘Users’ from the list of options.

Select ‘Create New User’.


• Enter the new user details

• Select user tasks as required

• Enter your password and select ‘Save’

The new user’s details and temporary password are displayed (or emailed to the new user if that option was selected).


7.3.2 How to edit an existing user



Select ‘Users’ from the list of options.

Select user, then ‘Edit’.


• Update user details as required


Full list of users is displayed, along with any updated details.


7.3.3 How to reset another user’s password



Select ‘Users’ from the list of available options.

Select ‘User’ then ‘Reset Password’.


Confi rm User Password Reset screen displays:

• Select ‘Email password to user’ if required


A summary screen displays temporary password, or a note confi rming it has been emailed to the user.


7.4 Change my details



Select ‘Change My Details’ from the list of available options.


Update details as required.

Enter password and select ‘Save’.

A confi rmation screen summarising changes is then displayed.


7.5 Change password



Select ‘Change Password’ from the list of available options.

Complete all fi elds and select ‘Save’.


A confi rmation screen displays saved changes.

7.6 Change security questions



Select ‘Security Questions’ from the list of available options.


Update your 2 security questions and answers as needed.

Enter your password and select ‘Submit’.

A confi rmation screen displays any saved changes to your security questions and answers.


7.7 Forgotten password


Select ‘Password’ fi eld.

Select ‘Forgot?’ icon next to ‘Password’

fi eld to continue.


Enter the email address registered to Mobile PayWay.

Enter verifi cation code, then select ‘Continue’.

A security question will display.

Enter the appropriate answer, then select ‘Submit’.


A message will display confi rming that a temporary password has been emailed to you.

7.8 Request a limit change


From the ‘Home’ screen, select ‘Settings’.


Select ‘Request limit change’.

Enter ‘New total limit’.

Include reason for the change (optional), then select ‘Submit’.

You will receive an email confi rming the outcome of your request.


7.9 Order additional card readers


From the Home screen select‘Order card readers’.

Select ‘Number of readers’ required.

Check that mailing address is correct, then select ‘Submit’ to continue.


8.0 Minimising fraudAt Westpac we take fraud very seriously, and you should too. Credit card fraud can cost your business signifi cant amounts of money and time to remedy. This is why we believe it’s essential for you to have a sound understanding of credit card fraud, how it can be detected and, more importantly, how it can be prevented.

We have included information in the Mobile PayWay Terms and Conditions to help combat credit card fraud. Refer to the section entitled: ‘Protecting business against credit card fraud’.

We strongly urge you to read this document carefully. Additional fraud prevention articles are available at www.westpac.com.au/security

9.0 Troubleshooting

9.1 Hardware faults

Hardware faults action

No response from card reader

1. Check your card reader has battery power by connecting a power cable.

2. Power off the card reader for 10 seconds.

3. Power the card reader back on.

4. Retry the transaction.

5. Call Merchant Business Solutions if problem persists.

Device not reading cards

1. Re-insert/swipe the card as per instructions in Section 4.

2. If there is still no response, power off card reader for 10 seconds.

3. Power the card reader back on.

4. Attempt transaction again.

5. Call Merchant Business Solutions if problem persists.


9.2 Error codes

CODE DISPLAY CAUSE/ACTION

00 Approved • The transaction has been approved.

01 Contact bank • Contact Merchant Business Solutions.

• Obtain another form of payment.

03 Invalid PINpad • Contact Merchant Business Solutions.


04 Contact card issuer • Obtain another form of payment.

• Advise the cardholder to contact theircard provider.

05 Cannot pay • Obtain another form of payment.


06 Cannot pay • Retry the transaction.

• Contact Merchant Business Solutions if the problem persists.

12 Invalid transaction • Retry the transaction, selecting a different account.

• If the transaction is declined again, obtain another form of payment.






30 Format error • Power the card reader off and on and retry the transaction.

• Contact Merchant Business Solutions whilst the cardholder is present to confi rm if the transaction has been processed correctly.



39 Wrong account • Retry the transaction, selecting a different account.


• Advise the cardholder to contact their card provider.

41 Contact card issuer • Contact Westpac Key Auth Service.

• Press the option for extension 500.

43 Contact card issuer • Contact Westpac Key Auth Service.

• Press the option for extension 500.



52 Wrong account • Retry the transaction, selecting a different account.



53 Wrong account • Retry the transaction selecting a different account.



54 Cannot pay • Check the card expiry date.



55 Re-enter PIN • The cardholder has entered the wrong PIN.

• Retry the transaction with the correct PIN.



58 Invalid transaction • Obtain another form of payment.


59 Transaction cancelled • Contact Merchant Business Solutions immediately.





62 Transaction cancelled • Obtain another form of payment.




75 Cannot pay • Retry the transaction.



90 Please retry • Retry the transaction.



91 Issuer not available • Bank is unavailable; retry the transaction.




98 System error • Turn terminal off, then back on, and retry the transaction.


C9 NO EFT GATEWAY • The internet is not available on the smartphone or tablet.

• To verify internet connectivity, ensure that the smartphone or tablet can communicate by opening a website in a web browser.


CA NO RESPONSE • Retry the transaction.





CE NO COMMS GATEWAY • Contact Merchant Business Solutions.

S0 PINPAD BUSY • Turn terminal off, then back on, and retry the transaction.


S3 OPERATOR TIMEOUT • Retry the transaction.


S4 CARD DAMAGED • Retry the transaction.

• If the transaction fails again, obtain another form of payment.


S7 CANCELLED BY POS • The transaction was cancelled by the Mobile PayWay app.

• Perform the transaction again if required.

S9 ACCOUNT ERROR REFER


• Advise cardholder to contact card issuer.

SC EXCEEDS PINPAD LIMIT



SG NO REFUNDS / INIT REQD

• Turn terminal off, then back on, and retry the transaction.


SH EXPIRED CARD • Obtain another form of payment.

• Advise cardholder to contact card issuer.

SM REVERSAL PENDING • Turn terminal off, then back on, and retry the transaction.


SP INVALID AMOUNT • Retry the transaction.


SQ REFUND NOT ALLOWED

• Retry the transaction.


MasterCard and the MasterCard Brand Mark are registered trademarks of MasterCard International IncorporatedAmerican Express is a trademark of American Express.App Store is a service mark of Apple Inc. Google Play is a trademark of Google Inc. © 2014 Westpac Banking Corporation ABN 33 007 457 141 AFSL and Australian credit licence 233714. WPBW1255 (05/14) 387717

387717 wpbw1255 0514 - westpac · 2.1 the mobile payway app the mobile payway app is one part of a...

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