Chase-Welcome_Kit_2014-Full_Guide-Ingenico-0616-EN-R4.indd

Terminal Guide

Ingenico

n ICT250

n IWL220 Bluetooth

n IWL250 3G

n ICT220 with IPP320 PIN

Getting Started

The Ingenico 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 Ingenico Terminal

n ICT 250

n IWL220 Bluetooth

n IWL250 3G

n ICT220 with IPP320 Pin Pad

n Main Menu

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 Adjusting Hardware Settings

n Common Error Codes

Navigating and Setting Up

Your Ingenico Terminal

ICT250

How to plug in your ICT250:

To Power Supply

To Cable Mount

To Phone Line

To Internet

Note:

Connect to the phone line, Internet, or both. Insert the supplied zip tie, or screw (not provided),

through the cable mount and afﬁx the device to a ﬂat surface.

Function

Variable key

Scroll key

Variable key

System Menu

Admin Menu

Cancel Key

Clear/Back Key

Enter Key

IWL220 Bluetooth

How to plug in your IWL220 Bluetooth:

USB A (not applicable)

USB B (not applicable)

To Phone Line

To Power Supply

To Internet

Note:

Port to the phone line is located beneath the base.

Function

Variable key

Scroll key

System Menu

Admin Menu

Cancel Key

Clear/Back Key

Enter Key

IWL250 3G

How to plug in your IWL250 3G:

To Power Supply

Note:

To turn ON the terminal, press [ ]. To turn OFF the terminal, press and hold [ ] and the [ ] at the same time. To recharge

the battery, connect a supported wall or car charger to the power supply port, or place the terminal on the charging base.

Function

Variable key

Scroll key

System Menu

Admin Menu

Cancel Key

Clear/Back Key

Enter Key

ICT220 with IPP320 PIN Pad

How to plug in your ICT220 with IPP320 PIN Pad:

Note:

Connect to the phone line, Internet, or both. Insert the supplied zip tie, or screw (not provided),

through the cable mount and afﬁx the device to a ﬂat surface.

Function

Variable key

Scroll key

Variable key

System Menu

Admin Menu

Cancel Key

Clear/Back Key

Enter Key

To Power Supply

To Cable Mount

To Phone Line

To Internet

ICT220 IPP320 PIN Pad

Main Menu

The main menu options on the terminal idle screen may vary depending on whether your terminal is running the

Retail or Restaurant application. Take note of the differences in the menu options.

You can also customize the main menu to your preferred view by leveraging your terminals Menu Hide feature.

This feature allows you to hide the Return, Tab, Gift, TipAdjustment, RetailTip, TransAdjust, PreAuth, and Reprint

options from the main menu.

Retail Main Menu

0 – Sale

1 – Return

2 – Void

3 – Force

4 – Gift

5 – RetailTip

6 – TransAdjust

7 – PreAuth

8 – Settlement

9 – Reprint

10 – Reports

Restaurant Main Menu

0 – Sale

1 – Return

2 – Tab

3 – Void

4 – Force

5 – Gift

6 – TipAdjustment

7 – TransAdjust

8 – PreAuth

9 – Settlement

10 – Reprint

11 – Reports

Transactions

Basic Transactions (Credit and Debit Cards)

Refer to this section for information on what transactions are available and when to use them.

Begin a Transaction

In general, to begin a transaction, press [ ] to access the Main Menu and then select the transaction type

you wish to perform. Your terminal will guide you through the process

Sale

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

Display

Idle Screen

SALE

Enter Sale

Amount: $ 0.00

ICT250/IWL220/IWL250/ICT220 w IPP320

Press [ ] and [ ] to select Sale

Key in amount and press [ ]

Customer is prompted to Swipe/Insert/Tap/Key

1. Customer conﬁ rms the sale amount

2. Selects Chequing or Savings (Debit Only)

3. Enter PIN and press [ ]

4. 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

Swipe/Insert/Tap/Key

Glisser/Insérer Carte/

Présenter/Taper Carte

Sale/Vente $0.00

APPROVED XXXX

Remove Card

Receipt prints and approval is displayed

Press [ ] to print the customer copy

What the customer sees:

Sale (With Tip)

Perform a credit or debit card sale transaction with a tip when the card is present.

Display

Idle Screen

SALE

Enter Sale

Amount: $ 0.00

ICT250/IWL220/IWL250/ICT220 w IPP320

Press [ ] and [ ] to select Sale

Key in amount and press [ ]

Customer is prompted to Swipe/Insert/Tap/Key

1. Customer conﬁ rms the sale amount

2. 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

Swipe/Insert/Tap/Key

Glisser/Insérer Carte/

Présenter/Taper Carte

Sale/Vente $0.00

APPROVED XXXX

Remove Card

Receipt prints and approval is displayed

Press [ ] to print the customer copy

What the customer sees:

Return/Refund

Perform a return to refund money to a cardholder’s account from a sale completed in a closed batch (e.g., previous

day). This function may also be used to adjust a previous transaction.

Display

Idle Screen

RETURN

Enter Supervisor

Password:

*******

RETURN

Enter Return

Amount: $ 0.00

ICT250/IWL220/IWL250/ICT220 w IPP320

Press [ ], scroll to Return then press [ ] to select

Enter Supervisor password and press [ ]

Key in amount and press [ ]

Customer is prompted to Swipe/Insert/Tap/Key

1. Customer conﬁ rms the refund amount

2. Selects Chequing or Savings (Debit Only)

3. Enter PIN and press [ ]

4. 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.

Return

Swipe/Insert/Tap/Key

Glisser/Insérer Carte/

Présenter/Taper Carte

Return/Retour $0.00

APPROVED XXXX

Press Enter

Receipt prints and approval is displayed

Press [ ] to print the customer copy

What the customer sees:

Void

Perform 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 Pre-Auth

(if applicable)

Yes/No

SEARCH MENU

1 – All

2 – Reference #

3 – Clerk #

4 – Invoice #

Acct: XXXX

TR: Credit Sale

Total: XX.XX

1/4 [



] Select

Conﬁrm Void

$XX.XX

Yes/No

APPROVED XXXXXX

Press [ ]

ICT250/IWL220/IWL250/ICT220 w IPP320

Press [ ], scroll to Void, press [ ] to select

Press [F1] for Yes to void an open pre-auth, or [F4] for No

Note: This prompt appears even when there are no open

pre-auth transactions.

Press [1] to search all the transactions in the batch

Press [2] to search transactions by the reference number

Press [3] to search transactions by the clerk/server number

Press [4] to search transactions by the invoice number

Review the transaction to delete

Press [F4] to select the transaction to void

Conﬁrm the amount to be voided

Press [F1] for Yes or [F4] for No

Receipt prints and approval is displayed

Press [ ] to print the customer copy

Terminal returns to Main Menu

Ref: X

Auth:

XXXXXX

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 ﬁnalize a Pre-Auth transaction. Contact your voice authorization center for an authorization code,

and then force the transaction.

To force a sale press [ ], use the scroll keys to navigate to the Force option, and press [ ].

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

A pre-auth transaction provides an approval, but the consumer is not charged for the sale until a pre-auth completion

is performed. The terminal stores up to 1,000 pre-auth transactions.

To perform a Pre-Auth/Pre-Auth Completion press [ ], use the scroll keys to locate the Pre-Auth option, and

press [ ].

Open Tab (for restaurant only)

The Open Tab transaction enables you to preauthorize a transaction for a speciﬁc, pre-determined dollar amount.

To use the Open Tab function, press [ ], use the scroll keys to navigate to Tab and then press [ ]. Press [1] – Open.

Close Tab (for restaurant only)

To close an Open Tab and place it in the settlement batch ﬁle, a Close Tab transaction is required.

Press [ ] use the scroll keys and locate the Tab option and then press [ ]. Press [2] – Close.

* Purchase and Commercial cards are supported.

Contactless Payments Transactions

Your Ingenico terminal automatically accepts contactless payments. During a sale transaction, the terminal will

display the “Tap/Insert/Swipe/Key” 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 Ingenico 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 Transaction

To start a gift or stored value card transaction, press [ ] and use the scroll keys to navigate to Gift. Press [ ] to

access the Gift Card Menu.

Issuance/Add Value

This 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.

From the Gift Card Menu scroll to Issuance/Add Value and then press [ ] to select.

Activation/Block Activation

The 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 Activation function is used to activate up to 999 gift or stored value cards for a speciﬁc

amount using one transaction ﬂow. Activations/Block Activations can only be performed on cards that have not been

previously activated.

From the Gift Card Menu use the scroll keys to locate Select Activation OR Block Activation and then press [ ].

Redemption

The redemption transaction is performed when a consumer uses the gift or stored value 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, from the Gift Card Menu use the scroll keys to navigate to Redemption and then

press the [ ].

Functions and Features

Basic Functions and Features

This 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 Receipt

The Reprint function is accessible through the Main Menu. Press [ ] to access the Main Menu.

Use the scroll keys to navigate to Reprint and press [ ]. You will be prompted to select last receipt,

or enter criteria to search for another receipt to reprint.

Access the Clerk/Server Management Menu

Press [ ] to enter the Admin menu and then select [1] – Server Menu.

Review the Clerk Server Management section on page 18 for additional details.

Access the Reports Menu

Press [ ] to access the Main Menu, use the scroll keys to navigate to the Reports option and then press [ ] to access

the Reports Menu. For your desired report or report category, press the corresponding key and follow the prompts to

view or print your report.

Review the Reports section on page 19 for additional details.

Download Updates

Your terminal will automatically check for software updates every 60 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.

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 speciﬁc transactions

on the terminal such as refunds and voids.

Clerk/Server Management

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

Press [ ] to enter the Admin menu and then select [1] – Server Menu.

Add ID

To add a new clerk or server to your terminal navigate to the Server Menu and select [1] ADD ID.

You will be prompted to create an ID and a password for each new clerk/server.

Delete IDs

To remove a single clerk/server from the terminal go to the Server Menu and select [3] DELETE IDs.

Print ID List

To print a report of clerk/servers currently signed on to the terminal navigate to the Server Menu and select [4] PRINT

ID LIST

Auto Add Clerk/Server

This feature allows you to automatically add new clerks/servers during a transaction. If you toggle the feature off, then

the terminal will not allow a transaction unless a valid clerk-server ID is entered.

To enable the Auto Add Clerk/Server option go to the Server Menu and select [5] Auto Add Clerk/Server.

Clerk Prompt

Enable this feature to have the terminal prompt for a clerk/server ID during each transaction.

To activate this feature go to the Server Menu and select [6] Clerk Prompt.

Clerk Wording

This feature allows you to alternate the terminals verbiage from “clerk”, “server” or “cashier”.

To use this feature go the Server Main Menu and select [7] Clerk Wording

Reports

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

business decisions.

Access Reports

To get your reports press [ ] to go to the Main Menu, use the scroll keys to navigate to the Reports

Menu and then press [ ] to enter the Reports Menu. For your desired report or report category,

press the corresponding key and follow the prompts to view or print your report.

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

Reports: Main Menu

Detail Report

Summary Report

Clerk/Server Summary

Condensed Clerk Summary Report

Open Pre-Auth Report

Unadjusted Tip Report

OPEN TAB Report

EMV Report

Recent Error Report

Terminal Conﬁg Report

Description

Prints detail information for each transaction and a totals summary

for each card type and issuer.

Prints totals by card type.

Prints a summary report by all or one clerk/server.

Prints a summary report of a clerks daily totals.

Prints a list of all open pre-auth transactions stored in the terminal.

Prints a list of unadjusted transactions by clerk/server, if enabled.

Prints a list of current open tabs.

Prints reports related to EMV chip transactions, parameters, statistics

and key settings.

Displays a log of recent terminal and/or transaction errors.

Prints your terminal connectivity and application version details. You may

be asked to print and refer to the Terminal Conﬁg Report when contacting

Merchant Support for assistance with your terminal.

Gift and Stored Value Card Reports

Gift and stored value card program subscribers have access to a number of reports to assist with their end of day

reconciliation process.

To access gift card reports press the [ ] to go to the Main Menu, scroll down to the Gift Reports Menu and then press

[ ] to print one of the following reports:

Note: Contact your stored value card provider for information on how to access your stored value card (e.g. loyalty

programs) reports.

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.

For the Ingenico terminals, there are two settlement options:



n Manual Settlement

n Auto Settlement

Manual Settlement

If your terminal is set to Manual Close, press [ ] to access the Main Menu, use the scroll keys to navigate to

Settlement and press [ ] to select. Then follow the prompts displayed on the terminal display.

Timed Auto Settlement

If your terminal is set to Timed Auto Settle, it will automatically settle transactions in the current batch at a speciﬁc,

predetermined time, within a 24-hour period. If the terminal is unplugged or turned off before the set time, the auto

settlement will occur when the terminal is turned on again.

Make sure the Ingenico IWL220 Bluetooth and IWL250 3G terminals are connected to their charging base or a power

supply overnight when set to timed auto settlement.

Gift Card Reports

[1] Gift Card

Detail Report

[2] Gift Card

Summary Report

[3] Clerk/Server

Gift Card Report

Description

Prints detailed information for each transaction and a summary report

of transaction types.

Prints totals by transaction type.

Prints a gift card detail report by clerk/server that includes transaction type,

amount and total.

Reference

Hardware Settings

Key Beep

Sleep Timer

(IWL220/IWL250 only)

Terminal Shutdown

(IWL220/IWL250 only)

Backlight

Brightness Setting

Press [1] to disable all Key Beeps.

Press [2] to enable all Key Beeps.

Press [3] to enable Key Beeps on invalid entry’s only.

Controls the amount of seconds of inactivity before the terminal

goes into the sleep mode. Key in a value of 10-999 and press [ ].

Press [3] and enter the amount of minutes of inactivity before the

terminal automatically shuts down.

To disable the backlight press [1] - Always Off.

To enable the backlight press [2] - Always On.

To enable the backlight for 45 seconds press [3] - On/Key Press.

Use Toggle Button to increase or decrease brightness.

Reference

Refer to this section to learn more about terminal hardware settings, and how to troubleshoot common error codes.

Adjusting Hardware Settings (e.g. Screen brightness & key beeps)

To adjust the backlight brightness on your terminal, and key beeps (the audio beeps that will sound during transaction

errors), please follow these steps:

1. Press the [ ] - Admin Menu.

2. Press [3] - Setup Menu.

3. Enter your Manager Password as prompted then press [ ].

4. Press [5] - Term Settings (Terminal Settings)

5. Scroll to TermHW (Terminal Hardware) then press [ ].

From there you can scroll and select to adjust the following:

Common Error Codes

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

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

at 1.800.265.5158.

Error Code

Batch near Max

Settle Batch

Can’t Read Chip

Swipe Allowed

Remove Card

Tap Failed

Please Insert or

Swipe Card

Password Locked

Out Press Enter

PIN Tries

Exceeded

Amount Exceeds

Card Balance

Limit = $X.XX

Exceeds Amount

Authorized Limit

= $X.XX

Invalid Amount

Description

The batch capacity of the terminal

is nearly full.

A chip card was inserted in the chip reader,

but could not be read.

A contactless chip card was tapped however

the amount is over the contactless transac-

tion limit or there is an issue with the card.

More than four invalid attempts have been

made to enter the admin password.

The chip card has recorded too many invalid

PIN entry attempts.

Displayed if a prepaid card is used for

Auth Only, Pre-auth or Open Tab, and is

partially approved (or fully approved but

with $0 remaining balance on the card),

during completion.

Displayed if the ﬁnal amount exceeds

the original amount authorized on an

Open Tab or Pre-Auth transaction.

This message may appear when closing

the Open Tab or completing the

Pre-Auth transaction.

An amount greater than the cash back limit,

or the ceiling limit for sale or ofﬂine trans-

actions, will generate this error.

Action

Complete the transaction and settle

as soon as possible.

The card can now be swiped on

the terminal.

Insert the card.

The admin account will be locked out for

30 minutes or another admin account may

reset the locked account.

Request another form of payment.

Process completion, close tab or force sale

with the originally approved amount on the

Auth Only, Pre-auth or Open Tab. A new

transaction can be processed with another

card to satisfy any balance owing.

Process completion or close tab with the

originally approved amount on the Pre-auth

or Open Tab, or void the original transaction

and re-authorize for the full amount owing.

Retry the transaction with an amount

within the limit.

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.

Notes

Trademark of Paymentech, LLC, Chase Paymentech Solutions authorized user. All other trademarks, registered trademarks, product names and logos identiﬁed or mentioned

WK-FG-IN-EN-1116

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