User guide

15
EFTPOS merchant fallback process.
If you are unable to perform a transaction electronically via your EFTPOS terminal due to
a technical error, providing the circumstances are valid, you may choose to continue to
accept card transactions by following the procedures below.
This process is referred to as a fallback procedure.
Valid circumstances
You MAY use the fallback procedures when either:
• TheEFTPOSterminalisnotoperationalduetoatechnicalerror.
• TheEFTPOSterminalfailstoconnecttothenetwork.
• TheEFTPOSmessagedisplayedis“IssuerNotAvailable”or“CallFor
Authorisation” after a transaction has been attempted, or the HelpDesk has
advised you to use the fallback procedures.
Invalid circumstances
You MUST NOT use the fallback procedures when:
1. A transaction is declined on the EFTPOS terminal for any reason.
2. The transaction has not been attempted using the EFTPOS terminal.
3. The card has expired.
4. The card is damaged/unreadable in the EFTPOS terminal (i.e. other cards work in
the device).
5. You suspect the card is fraudulent.
6. The card presented is unacceptable to the system – if you are unsure, you can
call the HelpDesk for advice on 1800 334 702, option 1.
7. The cardholder makes a keying error on the EFTPOS terminal e.g. the cardholder
exceeds PIN tries.
8. The EFTPOS terminal responds “card limit is exceeded”.
You may be responsible for the value of a fallback transaction if the transaction is
submitted inaccurately – and the value may be debited from your merchant account.