Independent Grocer OTC Network Terminal Guide
Fall 2020
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Safety Points The VX520 terminal has a plug with a grounding pin. Plug only into a receptacle equipped with a ground connection terminal. Do not use a ground adapter plug. Make sure the power cord is away from walkways and nothing is resting on it. Clean the terminal with a soft, dry cloth. Do not use aerosol cleaners on the terminal. Do not use the terminal in wet conditions or near water. Keep it away from coffee pots. Take precaution to avoid spilling anything on the terminal. Do not remove the cover or open the terminal in any way. Opening the terminal voids the warranty. Do not stick or poke foreign objects like pencils, wires, or paper clips into the magnetic strip swiping slot on the terminal or into any of the ports on the terminal.
Contents Safety Points.............................................................................................. 2 Contents...................................................................................................... 3 Introduction...............................................................................................4 Terminal Installation................................................................................ 5 Receiving the Terminal Package.................................................................5 Installing the Equipment................................................................................5 Processing an OTC Payment.................................................................... 7 Processing OTC Refunds and Voids........................................................ 8 Refunds................................................................................................................8 Voids......................................................................................................................8 Printing Reports........................................................................................9 Troubleshooting..................................................................................... 10 Terminal displays “Send Error” or “Connect Error”...........................10 Terminal displays “Error Zero Length”...................................................10 Terminal displays “Invalid Card Number”..............................................10 Terminal displays “Error 1”...........................................................................10 Terminal does not react to a card swipe...............................................10 Datalogic scanner does not scan products........................................... 11 Administration......................................................................................... 12 Invoices.............................................................................................................. 12 Changes to Your Account or Grocery Store........................................ 13 Customer Service.................................................................................... 13 FAQ............................................................................................................ 143
Welcome to the OTC Network! As part of our network of Independent Grocers, you will now be able to accept OTC Network cards as payment for eligible items.
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Terminal Installation Receiving the Terminal Package The initial terminal package should contain the following items: • 14-foot Cat 5e Network Cable – 1 EA • VX520 Terminal – 1 EA • Datalogic Heron HD3130 USB Barcode Scanner or Unitech MS180/MS250 Serial Barcode Scanner – 1 EA • Paper Roll – 1 EA
Installing the Equipment Connecting the Network Cable If your terminal has a network connection, connect your Ethernet cable to the module jack labeled “ETH” on the bottom of your terminal (under the plastic cover). Connect the other end of the Ethernet cable to a network outlet (source of internet service) in the wall, modem, or router. Connecting the Barcode Scanner (optional) Install any barcode scanner before plugging in the terminal. The terminal will only recognize the scanner if it is connected when the terminal powers on. • If you have a Datalogic Heron HD3130 USB scanner, connect the USB cable to the standard port on the bottom of your terminal (under the plastic cover). The port is labeled with the USB icon. Do not use the mini port. • Datalogic USB Scanner: if your scanner has problems scanning barcodes, see “Datalogic scanner does not scan products” on page 11.
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Connecting the Power Pack Connect the power supply after installing any other peripherals. 1. Attach the small plug on the power pack cord to the power pin on the bottom of the terminal (under the plastic cover). 2. Plug the three-prong AC connector from the power pack into an indoor AC outlet. Caution: Do not plug the power pack into an outdoor outlet or operate the terminal outdoors. Disconnecting the power source while the terminal is processing a transaction may cause program corruption and/or loss of data.
Loading the Printer Paper The printer uses a 57mm-wide roll of thermal paper, product number CRM0039 (25 meters) or CRM0040 (33 meters). This is a standard size available at most business supply stores. Before adding paper, confirm that the terminal has power. 1. Hook your finger under the latch and lift to swing the paper roll cover open. 2. Hold the paper roll so the shiny side feeds from the bottom toward the front. 3. Place the paper roll into the cradle. Leave about two inches of paper sticking up past the metal tear strip. 4. Close the paper roll cover by pressing directly on the cover until it clicks shut. 5. For additional guidelines, refer to the VX520 Manual at https:// www.verifone.com/sites/default/files/VX520_Manual_English.pdf. 6
Processing an OTC Payment 1. From the main screen, press F3 “OTC.” 2. Press F1 “Sale.” 3. When prompted, swipe the OTC card or enter the card number using the keypad. Press “*” to get back to the main screen.
4. Scan the individual items. The screen will display one of the following: • “Invalid item or lookup failed” - The item cannot be purchased with the OTC Card. The item is either not eligible or not included in the current catalog. Set the item aside and go to the next screen. • Product description followed by “Enter Price” means the item is eligible. Enter the item’s price.
5. If the item is not taxable, press F3, “Add WITHOUT tax.” • If it is taxable, press F4 “Add WITH tax.” Items cannot be sold for different amounts within a transaction.
6. After scanning all items, press the green enter key. The screen will display an authorization code and print the customer receipt. When prompted, press F2 to print an additional copy of the receipt for your records. 7. Give the customer receipt to the customer.
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Processing OTC Refunds and Voids Refunds The customer MUST have the OTC card used to make the original purchase. 1. From the OTC Home screen, press F2 “Refund.” 2. When prompted, swipe the OTC Card or enter the card number using the keypad. 3. Enter the store manager PIN (2580). 4. Select from the list of transactions by pressing the corresponding function key. An eligible refund is identified as “OK.” A transaction that is NOT eligible for a refund is identified as “N/A.” 5. To refund the whole sale: Press F3 “Refund WHOLE sale.” 6. To refund line items: Press F4 “Refund line items.” The terminal prompts you to scan the items to refund.
Voids Voids can only be performed on the date of purchase; for returns after the day of purchase, perform a refund. Note: The customer must have the original purchase receipt.
1. From the OTC Home screen, press F3 “Void.” 2. To void the current or last transaction: • Press F2 “Last Txn.”
3. To void another transaction completed on this day: • Press F4 “Other Txn.” • Enter the Authorization ID from the receipt. The code is printed below the End Balance. • Verify that the displayed date, time, and amount match the customer’s receipt. • Press the green enter key to void the transaction. • If a void is not possible for this transaction, the terminal displays a message. Perform a refund instead.
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Printing Reports 1. From the OTC Home screen, press F4 “Reports.” 2. Select the desired report type, either “Detail,” “Summary,” or “Reprint.” 3. When prompted whether you want to close the batch, press F4 “Yes.” 4. Reprint is available for Batch Reports. Select the date desired or type in the batch desired. Note: The Batch process MUST be completed EVERY DAY. This is required to clear the memory/storage on the terminal. Failure to do so will lead to the terminal being inoperative.
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Troubleshooting Terminal displays “Send Error” or “Connect Error” • Causes • Terminal is not connecting to the network. • System is experiencing an outage.
• Remedial Action
1. Verify that the terminal is properly connected to the network. Check the Ethernet connections on both the terminal and the router. 2. Replace the Ethernet cable. 3. Check the IP information in the terminal and confirm that there is a connection. 4. Contact your internet provider for any network-related questions (i.e. Static IP addresses, firewalls, etc.) 5. If these steps do not correct the problem, email the Technical Support Team at indyoperations@incomm.com.
Terminal displays “Error Zero Length” • Cause: System is experiencing an outage. • Remedial Action: Email indyoperations@incomm.com. You will be contacted by the Technical Support Team. Terminal displays “Invalid Card Number” • Cause: The customer’s OTC card is invalid or their health plan is not supported. • Remedial Action: Ask the customer to call the customer service number on the back of the card and follow the instructions provided. Terminal displays “Error 1” • Cause: The Merchant ID or Terminal ID is incorrect. • Remedial Action: Email indyoperations@incomm.com. You will be contacted by the Technical Support Team. Terminal does not react to a card swipe • Cause: Terminal is not on the right screen. • Remedial Action
• Press the asterisk “*” key twice to return to the main screen, or restart the terminal by unplugging the power cord and plugging it back in. • Press F3 “OTC.”
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Datalogic scanner does not scan products • Cause: Scanner beeps after scanning barcode, but the terminal is unresponsive. • Remedial Action: You must power off the terminal before connecting the scanner to the terminal. The terminal will only recognize the scanner if it is connected when the terminal powers on. 1. Confirm the scanner is connected to the terminal before plugging it in. 2. Scan this barcode to reset the scanner; the scanner should beep once and the LED should be green after scanning.
3. Scan the following three barcodes in order. This programs the scanner to accept the Code 128 family of barcodes. • After the first barcode, the scanner should beep quickly four times.
• After the second barcode, the scanner should beep once.
• After the third barcode, the scanner should beep once and then beep quickly four times.
4. Restart the terminal by unplugging the power cord and plugging it back in. The scanner should beep quickly four times. 5. If the scanner is flashing green or these steps do not correct the problem, email indyoperations@incomm.com. You will be contacted by the Technical Support Team. 11
Administration Invoices Invoice Delivery: Invoices are emailed daily to the email address identified in the executed contract for your location. Remittance: Payments are remitted to the Customer’s/Grocer’s designated account by ACH for amounts owed for Eligible OTC items purchased 14 days after the transaction is completed. This is stated in the executed contract for your grocer. Fees: Fees are applied according to the executed contract for your grocer. Sample Invoice Invoices contain the following elements for each transaction: Invoice #
Location
Terminal
Product Desc
XXXXX
XXXXX
xxxx
OTC
STAN
InComm Ref
XXXX
XXXX
UPC
Serial #
Date
Time
Post Date
XXXX XXXXX
xxxx
xxxx
xxxx
Tran Type Card Value Total Collected Card Cost Other Fee Total Due
xxxx
125
125
-121.88
1.00
-120.88
• Invoice Number: Unique invoice identifier • Location: Identifier for this location • Terminal: Identifier for the terminal used for the transactions reflected in the invoice • Product Desc: OTC program used for the transaction • UPC: Universal Product Code / Program • Serial Number: Serial number tied to the OTC program used in the transaction • Date: The date of the transaction • Time: The time of the transaction • Post Date: The date the transaction posted • STAN: System Trace Audit Number, a unique transaction identifier generated by the point of sale • InComm Ref: InComm reference number for the transaction • Transaction Type: The type of transaction (Redemption, Redemption Reversal, Store Credit) • Card Value: Dollar amount for Eligible items for this transaction • Total Collected: Total dollar amount of Eligible items purchased
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• Card Cost: Total amount of Eligible OTC items purchased, minus an IH/OTC processing fee of 2.5% • Other Fee: Adjudication fee of $1.00 charged per transaction (not per item) • Total Due: Total amount remitted to the location; this is the total amount purchased minus the 2.5% processing fee and the $1.00 adjudication fee. Note: Card Cost and Total Due are typically negative, indicating that the amount is subtracted from Accounts Payable and remitted to your account, per the executed contract.
Changes to Your Account or Grocer To make changes to your grocery store or account information, please email indyoperations@incomm.com. Changes include: • Ownership/Principal • Address • Phone and Fax numbers • Email address • Banking information • All other account and grocery store changes After submitting a change, you will be contacted for confirmation and completion of the change.*
Customer Service All OTC inquires must follow this process. Calls into Merchant Services will be directed to this process. Please note that our hours of operation are Monday – Friday, 9:00 a.m. – 5:00 p.m. EST. When calling after hours, please leave a message and someone will return your call within one (1) business day. To make account changes and inquiries, please email indyoperations@incomm.com.* To request a new OTC location, visit the following website and complete the required information: https://www.incomm.com/ independent-retailers/ *Note: For your security, all account changes MUST be in writing.
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Frequently Asked Questions What does the “NOT AVAILABLE” message mean when scanning a UPC? The item is not eligible and cannot be purchased using the OTC card. Call your plan/provider for additional details. How do I process Refunds and Voids? See “Processing OTC Refunds and Voids” on page 8. What does the “Error Declined” message mean? The card swiped is invalid. The cardholder must call the Member Services telephone number located on the back of the card. They may simply need to activate the card. This MUST be completed prior to taking additional steps. What does the “Error 1” message mean? The terminal Merchant ID and Terminal ID must be reset. See “Terminal displays “Error 1” on page 10. How do I receive my daily transaction/remittance invoice? The invoice will be delivered via email to the address identified in the executed contract per your location. See “Invoices” on page 12. How and when do I get paid for OTC transactions? Remittances are sent to the Customer’s / Grocer’s designated account by ACH for amounts owed for Eligible OTC items purchased 14 days after the transaction. See “Invoices” on page 12. What do the charges mean on my report/invoice? See “Sample Invoice” on page 12. For the fields related to charges: • Card Cost: An IH/OTC processing fee equal to 2.50% is applied to the total amount of eligible OTC items purchased. • Other Fee: $1.00: This is an adjudication / transaction fee. This is charged per transaction, not per item. • Total Due: Total amount remitted to the location. This is the total amount purchased minus the 2.50% processing fee and the $1.00 adjudication fee.
The (-) preceding the Total Due and Card Cost signifies the total subtracted from Accounts Payable and remitted via ACH to your account as prescribed per the executed contract. 14
How do I update my grocer and account information? All changes must be sent to indyoperations@incomm.com Who can I contact for ALL OTC inquiries? All OTC inquiries can be directed to indyoperations@incomm.com. How long does the application process take? From contract submission to in-store use, the process takes approximately 40 days. 1. Application received • InComm receives application and application contract process begins 2. Application contract process • InComm follows up with Indy Merchant to complete the contract process • Signed contract is delivered to InComm 3. InComm receives signed contract • Contract processes in 5-10 business days • Terminal configuration set up can take up to 20 days • Terminal equipment ships in 5-10 days What kinds of network capabilities do I need? The equipment is a standalone device and does not integrate with a customer’s existing POS system. At this time, we do not support DSL. Questions about covered items? Email InComm at indyoperations@incomm.com.
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Copyright Notice This document shall not wholly or in part, in any form or by any means, electronic, mechanical, including photocopying, be reproduced or transmitted without the authorized, written consent of InComm Payments. Copyright Š 2020 InComm Payments. All rights reserved. Printed in the United States of America InComm/US South Communications 250 Williams Street, Suite M-100 Atlanta, GA 30303 USA www.incommpayments.com
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