Overview

A financial transaction involves the transfer of funds between a cardholder's account and your own business account. For example, a credit Purchase transaction moves funds from the credit cardholder's account to your business account. A debit Refund transaction moves funds from your business account to the debit cardholder's chequing or savings account.

The Moneris point-of-sale terminal can securely process a variety of financial transactions on cards including debit cards, credit cards, pre-paid credit cards, private label credit cards, purchasing/corporate cards, as well as gift and loyalty cards. If your communication to the Moneris host is down, you can continue to accept some purchase transactions using store and forward processing.

Transaction guidelines

Transaction guidelines

To process financial transactions, follow these general guidelines.

1. Make sure you are connected to Moneris. Look for LAN or the network connection icon in the notification area at the top of the screen. If the connection icon is red, refer to the connection error messages.  
2. Determine which transaction you want to process (for example, Purchase, Refund, Void, Pre-authorization, Completion, among others)
3. Start the transaction on the terminal and follow the prompts on screen. If needed, refer to the instructions for each transaction.
   • If prompted, pass the terminal to your customer so they can respond to the customer prompts.
   • If card entry is required to complete the transaction, the customer enters their card using tap, insert, or swipe.
   • The merchant prompts and the customer prompts may vary depending on:
     • the transaction type (for example, Purchase or Refund)
     • the payment type (for example, credit or debit or cash)
     • the method of card entry (for example, insert, swipe, or tap)
     • any features you have turned on (for example, tipping or cashback)
4. Process any printed receipts.

The Transactions menu

The Transactions menu

This menu allows you to select the type of transaction you wish to process.

To view the Transactions menu: From the Main menu, tap Transactions.

The transactions are listed in the order they appear on the menu. Some items may not appear on the menu until a specific feature is turned on. Click on each link to see step-by-step instructions.

Pre-authorized transactions menu

Additional transactions menu

Transactions

Purchase

Follow these steps to process a Purchase transaction when the customer pays with a debit or credit card.

1. Start at the Purchase screen.
   • If your terminal is at a different screen, go to the Main menu, tap Transactions, then tap Purchase.
   • Respond to any security prompts that appear.
2. Key in the amount of the purchase and tap OK.
   • Respond to any merchant prompts that appear. The terminal may ask for an invoice number and other information.
3. When prompted, pass the terminal to your customer so they can respond to the customer prompts.
   • If tip entry is turned on, the customer entera a tip (or no tip). The "Tap, insert or swipe" prompt appears, showing the purchase total and the cards you accept.
4. The customer enters their card on the terminal. Depending on the type of card, they can tap, insert, or swipe it.
   • The customer responds to any additional customer prompts, including prompts related to cashback, foreign exchange, and PIN entry among others. The "Processing your request" message appears.
     

     Note: If the customer is using a UnionPay card and the terminal displays an error message (saying that the card or expiry date is invalid), perform an assisted UnionPay Purchase.

      
5. Once the transaction is approved, the "How would you like your receipt?" prompt appears, showing the customer the available options for receiving a receipt: 1 Email, 2 Text, 3 Print, and 4 None.
   

   Note: You can choose which receipt options customers will see.

    
6. The customer selects a receipt format (or no receipt) by tapping one of the options on screen or by pressing the corresponding number on the keypad. The "Transaction Complete/Please pass terminal back to clerk" prompt appears.
7. The customer passes the terminal back to you. If needed, press the green key to continue.
8. When "Transaction Approved" appears, tap OK.
9. Process any printed receipts.
   

   Note: A customer signature is always required for UnionPay transactions; therefore, the merchant copy of the receipt is always printed for UnionPay cards. Ask the customer to sign the merchant copy of the receipt.

    

Refund

A refund credits a customer's account.

1. From the Main menu, tap Transactions, then tap Refund.
   • Respond to any security prompts that appear. The "Please enter the refund amount" prompt appears.
2. Key in the amount of the refund and tap OK.
   • Respond to any merchant prompts that appear. The terminal may ask for an invoice number and other information. The terminal prompts you to "Enter the authorization number of the transaction that is to be refunded".
3. Key in the 6-digit authorization number found on the Purchase receipt, and tap OK.
   • If you do not have the receipt or the authorization number, simply tap OK to continue without entering a value.
4. Pass the terminal to your customer so they can respond to the customer prompts. The "Tap, insert or swipe" prompt appears, showing the total refund and the cards you accept.
5. The customer enters their card on the terminal. Depending on the type of card, they can tap, insert, or swipe it.
   • The customer responds to any customer prompts.
     The "Processing your request" message appears.
     

     Note: If the customer is using a UnionPay card and the terminal displays an error message (saying that the card or expiry date is invalid), perform an assisted UnionPay Purchase.

      
6. Once the transaction is approved, the "How would you like your receipt?" prompt appears, showing the customer the available options for receiving a receipt: 1 Email, 2 Text, 3 Print, and 4 None.
7. The customer selects a receipt format (or no receipt) by tapping one of the options on screen or by pressing the corresponding number on the keypad. The "Transaction Complete/Please pass terminal back to clerk" prompt appears.
8. The customer passes the terminal back to you. If needed, press the green key to continue.
9. When "Transaction Approved" appears, tap OK.
10. Process any printed receipts.
    

    Note: A customer signature is always required for UnionPay transactions; therefore, the merchant copy of the receipt is always printed for UnionPay cards. Ask the customer to sign the merchant copy of the receipt.

     

Void

Perform a void when a transaction has been entered incorrectly and needs to be cancelled and re-done.

• The whole transaction will be voided -- you cannot perform a partial void.
• Only transactions in the current batch can be voided. For example, if the purchase transaction that you want to void is in a batch that is already closed, perform a refund instead.
• To void a pre-authorization, perform a Completion for $0.
• If the customer paid for the original transaction using a mobile device (for example, a smartphone) and the actual card is not available, perform a refund instead of a void.

1. From the Main menu, tap Transactions, then tap Void.
   • Respond to any security prompts that appear. The Void menu appears.
2. Follow the instructions in one of the columns in the table below.

3. When prompted, pass the terminal to your customer so they can respond to the customer prompts. The “Insert or swipe” prompt appears, showing the total void amount and the cards you accept.
4. The customer enters their card on the terminal.
   • The customer responds to any customer prompts. The “Processing your request” message appears.
5. Once the transaction is approved, the “How would you like your receipt?” prompt appears, showing the customer the available options for receiving a receipt: 1 Email, 2 Text, 3 Print, and 4 None.
6. The customer selects a receipt format (or no receipt) by tapping one of the options on screen or by pressing the corresponding number on the keypad. The “Transaction Complete/Please pass terminal back to clerk” prompt appears.
7. The customer passes the terminal back to you. Press the green key to continue, if needed.
8. Process any printed receipts.
   

   Note: A customer signature is always required for UnionPay transactions, so the merchant copy of the receipt is always printed for UnionPay cards. Ask the customer to sign the merchant copy of the UnionPay receipt

    

Pre-authorization

Perform a credit card pre-authorization if the final Purchase amount is unknown (for example, car rental or hotel stay).

1. From the Main menu, tap Transactions, then Pre-Authorized Transactions, then Pre-authorization.
   • Respond to any security prompts that appear.
2. Key in the amount you want to pre-authorize and tap OK.
   • Respond to any merchant prompts that appear. The terminal may ask for an invoice number and other information.
3. Pass the terminal to your customer so they can respond to the customer prompts.
4. At the "Insert or swipe" prompt, the customer visually confirms the pre-authorization amount.
5. The customer enters their card on the terminal. Depending on the type of card, they can tap, insert, or swipe it.
   

   Note: Tapping the card is not allowed for pre-authorization.

   The customer responds to any additional customer prompts, including prompts related to foreign exchange and PIN entry among other scenarios.

   The "Processing your request" message appears.

    

   Note: If the customer is using a UnionPay card and the terminal displays an error message (saying that the card or expiry date is invalid), perform an assisted UnionPay Purchase.

    
6. Once the transaction is approved, the "How would you like your receipt?" prompt appears, showing the customer the options for receiving a receipt: 1 Email, 2 Text, 3 Print, and 4 None.
7. The customer selects a receipt format (or no receipt) by tapping one of the options on screen or by pressing the corresponding number on the keypad. The "Transaction Complete/Please pass terminal back to clerk" prompt appears.
8. The customer passes the terminal back to you. Press the green key to continue.
9. When "Transaction Approved" appears, tap OK.
10. Process any printed receipts.
    

    Note: A customer signature is always required for UnionPay transactions; therefore, the merchant copy of the receipt is always printed for UnionPay cards. Ask the customer to sign the merchant copy of the receipt.If the customer swiped their card, obtain the customer signature on the merchant copy of the receipt, then tap OK as indicated on screen.

     

Completion

Perform this transaction to:

• complete a pre-authorization when the final purchase amount is known (for example, at the end of a hotel stay, or when a rental car is returned);
• cancel a pre-authorization that is no longer needed.

1. From the Main menu, tap Transactions, then Pre-Authorized Transactions, then Completion.
   • Respond to any security prompts that appear. The terminal prompts you to "Please enter the sequence number of the pre-authorized transaction you would like to complete".
2. Enter the 6-digit sequence number from the receipt of the pre-authorization transaction, then tap OK. The terminal displays any matching transactions.
3. Tap the pre-authorization transaction you wish to complete or cancel.
   • If there are no matching transactions:
   • Tap Back to re-enter the sequence number; or
   • Tap Cancel to cancel the completion process.
     The terminal prompts you to "Please enter the completion amount".
4. Do one of the following:
   • To complete the pre-authorization, enter the final purchase amount and tap OK.
   • To cancel the pre-authorization and release the pre-authorized funds, enter a single zero then tap OK.
     The "Processing your request" message appears.
5. When "Transaction Approved" appears, tap OK.
6. Process any printed receipts.

Receipts

Processing receipts from a transaction

Customer copy

The customer has up to 4 options for receiving a receipt: 1 Email, 2 Text, 3 Print, and 4 None, depending on how you have set up the receipt options.

Merchant copy

The merchant copy of the receipt prints after the cardholder copy. Always keep the merchant copy for your records, but note:

• If indicated on screen, ask the customer to sign your copy of the receipt, then tap OK.
  

  Note: For UnionPay transactions, always obtain the customer's signature on the merchant copy of the receipt.

   
• You do not need to obtain a signature if any of these messages are printed:
  • VERIFIED BY PIN
  • NO SIGNATURE REQUIRED

Reprinting receipts

Reprint both customer and merchant receipt for the last transaction

1. From the Main menu, tap Reprint.
   • Respond to any security prompts that appear. The Reprint menu appears.
2. Tap Reprint last receipt. The terminal prints the customer copy of the receipt, then pauses (to allow you to tear off the customer copy) before printing the merchant copy.

Reprint both customer and merchant receipt for a previous transaction

1. From the Main menu, tap Reprint
   • Respond to any security prompts that appear. The Reprint menu appears.
2. Tap Search for receipt to reprint. The Reprint search screen appears.
3. Tap one or more of the three search fields and key in a value to search for a transaction:
   • sequence number;
   • last 4 digits of the card number;
   • transaction date.
4. After entering your search term(s), tap OK to continue. The terminal displays all transactions that match your search criteria.
   • If the results extend past the screen, swipe up to see more.
   • To perform another search, tap Back.
   • To cancel the search and return to the idle screen, tap Cancel.
5. Tap the transaction for which you want to print the receipts. The terminal prints the customer copy of the receipt, then pauses (to allow you to tear off the customer copy) before printing the merchant copy.

Receipt examples

These example receipts will help you to locate the authorization number (for refunds) or the sequence number (for Void and Completion).

Original receipt

Partial approval receipt	Signing a credit card receipt

Card masking

When printed on receipts, all card numbers are masked except for the last 4 digits. Masking replaces a card’s numbers with asterisks (e.g., ************1234). The expiry date is not printed on any copy of any receipt. These measures help to prevent fraud.

Store and forward (SAF) processing

Introduction to SAF

If you cannot connect to Moneris, you can still process some credit card purchase transactions on your terminal using an optional feature called Store and Forward (SAF). Store and Forward processing allows you to continue to accept purchase transactions even when the terminal is unable to connect to the Moneris host. SAF purchases are stored securely on the terminal and are automatically forwarded to Moneris once the host connection becomes available.

Requesting SAF

To request store and forward processing, contact Moneris in order to understand the risks and restrictions around this feature. Carefully review the statement below before requesting and using SAF.

Please note that Store and Forward is an optional feature which will allow you to process transactions which are not authorized by the issuing bank at the time you submit the transaction for acceptance by the bank. For that reason, SAF carries increased risks and if you enable the feature you will be agreeing to assume these risks, including that you may not receive settlement funds for some of these transactions because the cards may not have sufficient funds available, the cards may be blocked, stolen or fraudulently used, the stored transactions data on the terminals may be lost or damaged, you may exceed the capacity of the terminals to store transactions, etc. Additionally, many safety features cannot be used for such transactions and this increases the risk of chargebacks with limited or no remedies available for the merchant, even if chip and PIN are used. You should only use store and forward if you are prepared to assume these risks and you are allowed to do so by the Card Brand Rules and Regulations. It is your responsibility to monitor how your terminals are used and you are fully liable for all transactions processed using store and forward.

Performing a SAF purchase

The steps for performing a SAF purchase are the same as a regular credit card purchase, with two additional steps.

1. The terminal will prompt you before starting a SAF transaction. You can cancel the transaction or proceed.
   

   NOTE: Before deciding to proceed with performing the SAF transaction, Moneris advises you to exercise caution in considering the customer’s credit card, the customer’s behavior, and the transaction amount, among other factors in order to identify and minimize potential fraud. For more information, refer to the Moneris Guide to Preventing Credit Card Fraud.

    
2. If you choose to proceed, the terminal prompts you to enter your user ID and passcode. This will occur each time you perform a SAF transaction. The customer receipt is always printed for a SAF transaction. Text and email receipts are not available for SAF.

Voiding a SAF Purchase

Follow the standard Void procedure. Some purchase transactions can be voided while your terminal is unable to communicate with the Moneris host.

Clearing SAF transactions

No action is required to clear SAF transactions. When communication to the Moneris host is re-established, the terminal will automatically send any stored transactions in the background. You can continue to use the terminal while SAF transactions are being sent to the host in the background.

Conditions for SAF processing

The terminal will process SAF transactions only when:

• Moneris has enabled SAF for your account
• you enter a valid user ID and passcode after tapping OK to proceed with each SAF transaction
• the terminal is unable to connect to the Moneris host
• the transaction is a purchase (or the void of a stored purchase)
• a chip card is inserted in the terminal and the customer enters the correct PIN
• the card is not expired
• additional restrictions are met (These may vary by merchant.)

Transactions not eligible for SAF processing

These transactions are not eligible for SAF:

• Dynamic Currency Conversion (DCC)
• Gift and Loyalty
• UnionPay
• Interac debit
• EMV fallback transactions
• cashback
• any transaction where the service code of the card is x2x

Merchant prompts on the terminal

Merchant prompts

For security related screens, including clerk ID, refer to security prompts.

Purchase and pre-authorization

This table shows, in order of appearance, the merchant prompts that you would see on the terminal during a financial transaction if the applicable feature is enabled. Only some of the prompts will appear for any single transaction.

Refund

Void

Customer prompts on the terminal

Customer prompts on the terminal

If the "Please pass the terminal to your customer" prompt appears, pass the terminal to your customer so they can respond to their prompts.

This table shows, in order of appearance, the prompts that a customer would see on the terminal during a financial transaction. The prompts will depend on the transaction being processed and on the features you have enabled.

Purchase

Refund

Void

These customer prompts appear only if the customer used an Interac debit card for the transaction being voided.

Customer prompt	Customer action
Insert or swipe	The customer inserts or swipes their Interac debit card. Tap is not allowed.
Which account would you like to use?	The customer taps 1 Chequing or 2 Savings, or presses the corresponding number keys on the keypad.
Please enter your PIN	The customer uses the keypad to enter their PIN, then presses the green key.
Please pass the terminal back to the clerk	The customer passes the terminal back to you. Press the green key to continue, if needed.

Entering an invoice number

Entering an invoice number

If your terminal is set up to ask for an invoice number, the following prompt will appear during Purchase transactions: "Please enter invoice number, if applicable".

• To enter a numeric invoice number, use the number keys on the terminal's keypad.
• To enter an alphanumeric invoice number, tap the invoice number field. A virtual keyboard appears. Use the virtual keyboard to enter the number and letters, then tap the Enter icon.
• To bypass the invoice prompt, simply tap OK without entering a value.

Partial approval transactions

Partial approval overview

Partial approval involves a transaction with a pre-paid credit card where only part of the full purchase amount is paid and there is a balance due. The balance due can be paid by another pre-paid card or by another tender type. This continues until the full purchase amount is paid.

Pre-paid credit cards

Pre-paid credit cards are sometimes referred to as "gift cards" but for the purpose of clarity, we will refer to them as pre-paid credit cards. These cards are loaded with a pre-defined value and can be used during a purchase transaction to pay for all or part of the transaction. Pre-paid cards include:

• A credit card (such as Visa or Mastercard) loaded with a specific value;
• A gift card from a specific store.

Partial approval transactions

Partial Approval Purchase transactions are similar to regular credit card Purchase transactions except that they involve a pre-paid credit card whose value is less than the total purchase amount. The customer must therefore provide one (or more) other forms of payment.

Click on the following links for step-by-step instructions.

• Partial Approval Purchase
• Partial Approval Refund 
• Partial Approval Void 

Partial approval receipt example

View the Partial Approval receipt example under Receipts.

Balance inquiry

Use the Balance Inquiry procedure to check the balance on a pre-paid credit card. This is a separate transaction from a partial approval purchase.

1. From the Main menu, tap Transactions, then tap Balance Inquiry.
2. As prompted on screen, pass the terminal to your customer so they can respond to the customer prompts. The "Tap, insert or swipe" screen appears.
3. The customer enters their card on the terminal. Depending on the type of card, they can tap, insert, or swipe as described in Card entry options.
4. The customer responds to any customer prompts, such as PIN entry. The terminal displays the card balance on the screen.
5. The customer views the balance on screen.
   • To print the balance, the customer taps Print or presses 1 on the keypad.
     

     Note: Respect the customer's privacy. Do not look at the balance, whether printed or on screen. The terminal prints only one copy of the receipt, the customer copy.

      
6. After viewing or printing the balance, the customer taps OK to end the balance inquiry.
7. The screen prompts the customer to return the terminal to you. The customer passes the terminal to you.
8. Tap OK to continue.

Purchase - partial approval

A partial approval Purchase transaction occurs when the customer pays for a purchase with a pre-paid credit card but the value on the pre-paid card is less than the purchase amount. The terminal will show the amount still owing after the pre-paid card is processed. Follow the prompts on screen to ask the customer for other forms of payment (cards or cash) until the entire purchase amount is paid. If needed, review these step-by-step instructions.

1. Start at the Purchase screen.
   • If your terminal is at a different screen, go to the Main menu, tap Transactions, then tap Purchase.
   • Respond to any security prompts that appear.
2. Key in the amount of the purchase and tap OK.
   • Respond to any merchant prompts that appear. The terminal may ask for an invoice number and other information.
3. Pass the terminal to your customer so they can respond to the customer prompts.
   • If tip entry is turned on, the customer enters a tip (or no tip. The Tap, insert or swipe screen appears, showing the purchase total and the cards you accept.
4. The customer enters their pre-paid card on the terminal. Depending on the type of card, they can tap, insert, or swipe it.
   

   IMPORTANT! Ask the customer to use all their pre-paid credit cards first (they may have more than one) before using other payment methods. Once all pre-paid cards are used up, the remaining balance would be covered by a single tender type.

    
   • The customer responds to any additional customer prompts. The Processing your request screen appears, followed by the "Amount Approved" and the "Amount Due".
5. The customer taps OK to accept the partial approval and continue (or taps Cancel to cancel the payment).
6. Once the transaction is approved for a partial approval, the terminal automatically prints the merchant and customer copy of the receipt. Ask the customer to sign the merchant copy.
7. The customer passes the terminal back to you.
8. On the Transaction Approved screen, tap OK.
9. The terminal displays the balance due and asks for the next method of payment. Here is an example:
   Amount due
   $10.00
   Tender type?
10. Ask the customer how they would like to pay for the remaining balance. Depending on their response, tap Cards (to use another pre-paid card, a debit card, or credit card as well as a gift or loyalty card) or tap Cash. You can also press the corresponding number (1 or 2) on the keypad.
    • If you selected Cards, the terminal shows the Tap, insert, swipe screen. Pass the terminal to your customer so they can enter their card and respond to any prompts on screen.
    • If you selected Cash, pass the terminal to your customer so they can confirm the cash amount to be paid and respond to any other prompts.
11. Repeat the payment procedure until the entire purchase amount is fully paid.
12. Once the final portion of the total amount is paid for, the How would you like your receipt? screen appears, showing the customer the available options for receiving a receipt: 1 Email, 2 Text, 3 Print, and 4 None.
    

    Note: You can choose which receipt options customers will see.

     
13. The customer selects a receipt format (or no receipt) by tapping one of the options on screen or by pressing the corresponding number on the keypad.
14. Process any printed receipts.

Refund - partial approval

A Partial Approval Purchase can be refunded using the Refund transaction. However, you must process a separate refund for each partially approved amount that made up the total Purchase amount. Each amount must be refunded to the specific card from which the funds were drawn, or refunded as cash if cash was used to pay for a specific portion of the total purchase.

For example, if a partial approval was processed for a total of $57.75 using two pre-paid cards, one for $20 and another for $30, with the remaining balance of $7.75 paid as cash, you would need to perform three separate refunds:

• a debit/credit refund for $20 using the $20 pre-paid card;
• another debit/credit refund for $30 using the $30 pre-paid card; and
• a cash refund transaction for $7.75

You can also refund a portion of each individual amount (example, refund $10 to the $20 pre-paid card) using the same guidelines, that is, you must return the money to the specific tender type it was drawn from.

Void - partial approval

A Partial Approval transaction can be voided using the Void transaction. However, you must process a separate void for each partially approved transaction that makes up the total transaction amount. Use the printed merchant receipts to identify the individual transactions if needed. The transaction to be voided must be in the current batch on your terminal. If cash was used to pay for the remaining balance of the total purchase, then perform a cash refund for that amount since you cannot void a cash transaction.

For example, if a partial approval transaction was processed for a total of $57.75 using two pre-paid cards, one for $20 and another for $30, with the remaining balance of $7.75 paid as cash, you would need to perform two separate voids and one refund:

• a debit/credit void for $20 using the $20 pre-paid card;
• another debit/credit void for $30 using the $30 pre-paid card; and
• a cash refund transaction for $7.75

DCC Transactions

Overview of Dynamic Currency Conversion (DCC)

Dynamic Currency Conversion (DCC) is a feature that allows your customer to see the cost of a transaction in both Canadian dollars and in a foreign currency when that customer pays with a foreign Visa or Mastercard credit or debit card. DCC adds value to each transaction by displaying real-time, on-the-spot currency conversions. It allows your international customers to pay in Canadian dollars or in their own currency. For example, a customer from the United States makes a purchase in your store. When that customer pays with their US dollar Visa or Mastercard, they will be able to see the total purchase amount in US dollars as well as Canadian dollars and then select the currency they prefer. Review the information below on how to use DCC on your terminal so that you can obtain the maximum benefit from this feature.

Enabling DCC

Once you sign up for DCC, Moneris will activate the feature on your merchant account.

Cards supported

DCC is available for these cards only:

• Visa and Mastercard credit cards issued in a foreign currency
• Visa and Mastercard pre-paid credit cards issued in a foreign currency
• Visa and Mastercard debit cards issued in a foreign currency

Currencies supported

Moneris supports over 100 foreign currencies. For a complete list, please visit moneris.com/currencylist.

Guidelines for DCC transactions

Follow these guidelines to ensure that DCC works smoothly on your terminal.

Method of card entry: The cardholder must tap, swipe or insert their card. Manual entry of the card number is not supported.

Mandatory customer selection: When prompted to select a currency, the cardholder must respond by using the keys on the terminal (or the external PINpad if applicable). You must not select for the cardholder or influence them to choose one currency over another.

Card present only: The cardholder must be present to choose a currency. This means that card not present transactions (such as mail orders or telephone orders) are not supported for DCC.

DCC transactions

Follow the standard transaction procedures to perform DCC transactions. The cardholder will be prompted to choose their preferred currency.

DCC cardholder prompts

When using a DCC supported card, the customer will be presented with a currency selection screen which provides the following information:

• the base exchange rate between the foreign currency and Canadian dollars. This rate comes from Visa or Mastercard.
• the fees associated with the DCC service. The fee is a percentage of the base rate.
• the transaction amount in foreign currency and Canadian currency.

The customer taps their preferred currency on screen or, or presses the corresponding number on the terminal keypad.

UnionPay transactions

UnionPay overview

As a fast-growing international payment brand, UnionPay provides cardholders with convenient and secure payment services and a variety of privileges in more than 140 countries and regions.

Card Programs

UnionPay offers these card programs:

• Credit cards
  • Single brand (UnionPay)
  • Dual brand ( UnionPay co-branded with Visa, Mastercard, American Express, Diners Club, or JCB).
• Debit cards
  • Single brand (UnionPay)
  • Dual brand (UnionPay co-branded with Interac or Visa Debit, for example).

All UnionPay transactions are processed and settled in Canadian dollars. No other currencies are supported by Moneris.

How to identify UnionPay cards

All UnionPay cards feature the UnionPay logo.

New logo	English logo	Old logo

The card images below illustrate the standard features of UnionPay cards.

	UnionPay debit card There is no hologram on the front of the card or on the back.
	UnionPay single brand credit card Hologram is displayed on the front of the card or on the back.
	UnionPay co-branded credit card Both the UnionPay logo and the co-brand logo are displayed on the front of the card.

Card entry and card verification methods for UnionPay cards

Card Entry

Based on whether the card is present or not present, follow the appropriate entry method.

Card Verification

When the cardholder is present, UnionPay transactions require card verification by cardholder signature. In addition to a signature, some cards required the entry of a Personal Identification Number (PIN).

• Signature. If present, the cardholder must sign the merchant copy of the receipt, including transactions where the cardholder has entered a PIN.
• PIN. UnionPay cards may prompt the cardholder for a PIN. Some cards permit the cardholder to bypass the PIN, if he/she has configured the card in this manner with the issuing bank.

How to process UnionPay cards

Process UnionPay cards the same as you would other debit and credit cards, following the prompts on your terminal. If you experience a specific error messages (see below), perform an assisted UnionPay transaction. This option will guide you through additional steps required to recognize unique card attributes and assure the transaction is routed to the UnionPay network.

• Make sure you know how to identify UnionPay cards. All UnionPay cards feature the red, blue, and green UnionPay logo. For more information, refer to How to Identify UnionPay Cards.
• If you receive one of the following error messages, cancel the transaction and start an assisted UnionPay transaction.
  • INVALID CARD NUMBER
  • INVALID EXPIRY DATE PLEASE RETRY

Follow-on transactions (Refund, Completion, or Void)

First determine if the original transaction (Purchase or Pre-Authorization) was assisted (see below).

• If the original transaction was assisted, then initiate an assisted transactions for the Refund or Completion. Otherwise, process the transaction as you normally would.

How to determine if the original transaction was an assisted UnionPay transaction

Look at the original receipt, either the cardholder copy or the merchant copy. If "Assisted UnionPay" is printed below Approved on the receipt, then the transaction was assisted by using the UnionPay transaction menu.

Starting an assisted UnionPay transaction

What is an assisted UnionPay transaction?

It is simply a transaction where you tell the terminal that you will be using a UnionPay card before starting the transaction. Use this transaction method when standard processing methods produce one of the following error messages:

• INVALID CARD NO.
• INVALID EXPIRY DATE PLEASE RETRY

How to start an assisted UnionPay transaction

To start an assisted UnionPay transaction, navigate to the UnionPay transaction menu.

1. From the Main menu, tap Transactions to display the Transactions menu.
2. Tap Additional Transactions. If prompted, enter your user ID and passcode then tap OK.
3. Tap Assisted UnionPay, then tap the transaction you wish to perform. If this transaction is protected, you may be prompted to re-enter your passcode.

Assisted UnionPay transactions

When required, the following assisted UnionPay transactions can be performed.

• Purchase
• Refund
• Pre-authorization
• Completion

UnionPay Purchase

Follow these instructions to perform an assisted UnionPay Purchase transaction.

1. On the Transactions menu, tap Additional Transactions, then Assisted UnionPay, then Purchase.
   • Respond to any security prompts that appear. The assisted UnionPay Purchase screen appears.
2. Key in the amount of the purchase and tap OK.
   • Respond to any merchant prompts that appear. The terminal may ask for an invoice number and other information.
3. Pass the terminal to your customer so they can respond to the customer prompts.
   • If tip entry is turned on, the customer responds to the tip prompts. 
     The "Please Swipe your UnionPay card" screen appears, showing the final total.
4. The customer swipes their UnionPay card.
   

   Note: Tap and insert do not apply to assisted UnionPay transactions.

    
   • The customer responds to any additional customer prompts, including prompts related to cashback, foreign exchange, and PIN entry among other scenarios.
     

     Note: Some UnionPay cards permit the cardholder to bypass the PIN depending on the issuing bank. It is up to the cardholder to know whether their card requires a PIN.

      
     The Processing your request screen appears.
5. Once the transaction is approved, the How would you like your receipt? screen appears with the options for receiving a receipt: 1 Email, 2 Text, 3 Print, and 4 None.
   

   Note: You can choose which receipt options customers will see.

    
6. The customer selects a receipt format by tapping one of the options on screen or by pressing the corresponding number on the terminal's keypad. The Transaction Complete/Please pass terminal back to clerk screen appears.
7. The customer passes the terminal back to you.
8. On the Transaction Approved screen, tap OK.
9. Process receipts.
   

   Note: A customer signature is always required for UnionPay transactions, so the merchant copy of the receipt is always printed. Ask the customer to sign the merchant copy of the receipt.

    

Assisted UnionPay Refund

Follow these instructions to perform an assisted UnionPay Refund transaction.

1. From the Main menu, tap Transactions, then Additional Transactions, then Assisted UnionPay, then Refund.
   • Respond to any security prompts that appear. 
     The "Please enter the refund amount" screen appears.
2. Key in the amount of the refund and tap OK.
3. Pass the terminal to your customer so they can confirm the refund amount and respond to the prompts.
4. The customer swipes their UnionPay card, as directed on the screen.
   

   Note: Tap and insert are not allowed for assisted UnionPay transactions.

    
5. If prompted, the customer enters their PIN, and taps OK.
   

   Note: Some UnionPay cards permit the cardholder to bypass the PIN depending on the issuing bank. It is up to the cardholder to know whether his or her card requires a PIN.

    
6. The terminal displays a message to indicate it's processing the transaction.
7. Once the transaction is approved, the terminal displays the receipt prompt and the options for receiving a receipt: Email, Text, Print, and None.
   

   Note: You can choose which receipt options customers will see.

    
8. The customer chooses a receipt format by tapping one of the options on screen or by pressing the corresponding number key on the terminal's keypad.
9. As directed on screen, the customer passes the terminal back to you.
10. On the "Transaction Approved" screen, tap OK
11. Process any printed receipts.
    

    Note: A customer signature is always required for UnionPay transactions. Ask the customer to sign the merchant copy of the receipt.

     

The terminal returns to the idle screen.

Assisted UnionPay Pre-authorization

Follow these instructions to perform an assisted UnionPay pre-authorization transaction.

1. From the Main menu, tap Transactions, Additional Transactions, Assisted UnionPay, then Pre-Authorized Transactions.
   • Respond to any security prompts that appear.
2. Key in the amount you want to pre-authorize and tap OK.
   Respond to any merchant prompts that appear. The terminal may ask for an invoice number and other information.
3. Pass the terminal to your customer so they can respond to the customer prompts.
4. At the "Swipe your UnionPay card " prompt, the customer visually confirms the pre-authorization amount.
5. The customer swipes their card on the terminal.
   

   Note: Tap and insert do not apply to assisted UnionPay transactions.

    
   • The customer responds to any additional customer prompts, including prompts related to foreign exchange and PIN entry among other scenarios.
     The "Processing your request" message appears.
6. Once the transaction is approved, the "How would you like your receipt?" prompt appears, showing the customer the options for receiving a receipt: 1 Email, 2 Text, 3 Print, and 4 None.
7. The customer selects a receipt format (or no receipt) by tapping one of the options on screen or by pressing the corresponding number on the keypad.
   The "Transaction Complete/Please pass terminal back to clerk" prompt appears.
8. The customer passes the terminal back to you. Press the green key to continue, if needed.
9. When "Transaction Approved" appears, tap OK.
10. Process any printed receipts.
    

    Note: A customer signature is always required for UnionPay transactions, so the merchant copy of the receipt is always printed. Ask the customer to sign the merchant copy of the receipt.

     

Assisted UnionPay Completion

Follow these instructions to complete or to cancel an assisted UnionPay pre-authorization.

1. From the Main menu, tap Transactions, Additional Transactions, Assisted UnionPay, then Completion.
   • Respond to any security prompts that appear.
     The terminal prompts you to "Please enter the sequence number of the pre-authorized transaction you would like to complete".
2. Enter the 6-digit sequence number from the receipt of the pre-authorization transaction, then tap OK. The terminal displays any matching transactions.
3. Tap the pre-authorization transaction you wish to complete or cancel.
   • If only one pre-authorization was found, go directly to step 4.
   • If there are no matching pre-authorization transactions:
     • Tap Back to re-enter the sequence number; or
     • Tap Cancel to cancel the completion process.
4. The terminal prompts you to "Please enter the completion amount".
5. Do one of the following:
   • To complete the pre-authorization, enter the final purchase amount and tap OK.
   • To cancel the pre-authorization and release the pre-authorized funds, enter a single zero then tap OK.
     The "Processing your request" message appears.
   • When "Transaction Approved" appears, tap OK.
   • Process any printed receipts.
     

     Note: A customer signature is always required for UnionPay transactions, so the merchant copy of the receipt is always printed. Ask the customer to sign the merchant copy of the receipt.

      

Assisted UnionPay Completion

Follow these instructions to complete or to cancel an assisted UnionPay pre-authorization.

1. From the Main menu, tap Transactions, Additional Transactions, Assisted UnionPay, then Completion.
   • Respond to any security prompts that appear.
     The terminal prompts you to "Please enter the sequence number of the pre-authorized transaction you would like to complete".
2. Enter the 6-digit sequence number from the receipt of the pre-authorization transaction, then tap OK. The terminal displays any matching transactions.
3. Tap the pre-authorization transaction you wish to complete or cancel.
   • If only one pre-authorization was found, go directly to step 4.
   • If there are no matching pre-authorization transactions:
     • Tap Back to re-enter the sequence number; or
     • Tap Cancel to cancel the completion process.
4. The terminal prompts you to "Please enter the completion amount".
5. Do one of the following:
   • To complete the pre-authorization, enter the final purchase amount and tap OK.
   • To cancel the pre-authorization and release the pre-authorized funds, enter a single zero then tap OK.
     The "Processing your request" message appears.
   • When "Transaction Approved" appears, tap OK.
   • Process any printed receipts.
     

     Note: A customer signature is always required for UnionPay transactions, so the merchant copy of the receipt is always printed. Ask the customer to sign the merchant copy of the receipt.

      

Processing UnionPay receipts

Follow the usual instructions for receipt processing. However, note that for both debit and credit UnionPay transactions where the cardholder is present, ask the customer to sign the merchant copy of the receipt, even if the customer has entered a PIN.

Features not supported by UnionPay

The following features are not available for UnionPay transactions processed on your Moneris terminal.

• Cashback
• Balance Inquiry
• Account selection (CHQ/SAV) on debit card transactions. Even if the prompt appears, and the cardholder selects an account, the transaction will be processed using the default account.
• Partial approval
• No Signature Required (NSR) transactions
• Offline transactions
• Transactions in currencies other than Canadian dollars, even if the card uses another currency
• Surcharging

Cash transactions

Purchase - Cash

Follow these steps to process a Purchase transaction when the customer pays with cash.

1. From the Main menu, tap Transactions, then Additional Transactions, then Cash, then Purchase.
   • Respond to any security prompts that appear.
     The "Please enter the purchase amount" prompt appears.
2. Key in the amount of the cash purchase and tap OK.
   • Respond to any merchant prompts that appear. The terminal may ask for an invoice number and other information.
3. When prompted, pass the terminal to your customer so they can confirm the purchase amount and respond to the customer prompts.
4. The terminal displays the total amount and prompts the customer for confirmation.
5. The customer taps Yes to confirm the total purchase amount.
6. Once the transaction is approved, the "How would you like your receipt?" screen appears with the options for receiving a receipt: 1 Email, 2 Text, 3 Print, and 4 None.
   

   Note: You can choose which receipt options customers will see.

    
7. The customer selects a receipt format (or no receipt) by tapping one of the options on screen or by pressing the corresponding number key on the keypad. The "Transaction Complete/Please pass terminal back to clerk" screen appears.
8. The customer passes the terminal back to you.
9. On the Transaction Approved screen, tap OK.
10. Process any printed receipts.

Refund - Cash

Follow these steps to perform a full or partial cash refund when the original Purchase transaction was paid in cash.

1. From the Main menu, tap Transactions, then Additional Transactions, then Cash, then Refund.
   • Respond to any security prompts that appear.
     The "Please enter the refund amount" prompt appears.
2. Key in the cash refund amount and tap OK.
   • Respond to any merchant prompts that appear.
     The terminal may ask for an invoice number and other information.
3. When prompted, pass the terminal to your customer so they can confirm the refund amount and respond to the customer prompts.
4. The customer taps Yes to confirm the refund total.
5. Once the transaction is approved, the "How would you like your receipt?" screen appears with the options for receiving a receipt: 1 Email, 2 Text, 3 Print, and 4 None.
   

   Note: You can choose which receipt options customers will see.

    
6. The customer selects a receipt format (or no receipt) by tapping one of the options on screen or by pressing the corresponding number key on the keypad. The "Transaction Complete/Please pass terminal back to clerk" screen appears.
7. The customer passes the terminal back to you.
8. On the Transaction Approved screen, tap OK.
9. Process any printed receipts.

Card not present

Card not present (CNP) transactions

If your business receives orders by Internet, mail, or telephone, you can process these transactions by enabling the Allow Card Not Present feature. This allows you to process transactions without the cardholder and their card being present in your place of business.

The key difference between regular transactions and CNP transactions is that the cardholder and their card are not normally present. This means that:

• Only credit card (and some debit cards, such as Visa debit and Mastercard debit) transactions are permitted
• CNP transactions are performed by keying in the card number, the expiry date, and any card verification value (CVV). The card cannot be swiped or inserted or tapped.
• The cardholder signature is not required.
• The tip prompt will not appear even if tipping is turned on.
• There are delivery/print options for cardholder receipts. Refer to Card Not Present receipts for more information. Moneris recommends printing the Merchant copy and retaining it for your records.

Here are the CNP transactions that are allowed on your terminal.

• Card Not Present Purchase
• Card Not Present Refund
• Card Not Present Pre-authorization
• Card Not Present Completion
• Card Not Present receipts

Card not present (CNP) Purchase

Follow these steps to process a Card not present Purchase transaction.

1. On Main menu, tap Card Not Present, then Purchase.
   • If you do not see the Card Not Present icon on the Main menu, make sure the Allow Card Not Present setting is turned on.
     Respond to any security prompts that appear.
2. Key in the amount of the purchase and tap OK.
   Respond to any merchant prompts that appear. The terminal may ask for an invoice number and other information.
3. Key in the customer's card information using the 3 fields on screen.
   1. The "Card number" field is already highlighted by a red border. Key in the card number and press the green key to move to the "Expiry date" field.
   2. Key in the 4 digit expiry date and press the green key to move to the "Card verification value"(CVV) field.
   3. Key in the CVV (if available) and press the green key to process the transaction. The CVV is not mandatory.
      1. If the CVV is omitted, the terminal prompts you to provide a reason.
      2. On the "Reason for No CVV" screen, tap the reason you did not include the CVV.
         

         Note: Some card issuers will decline the transaction if no CVV is provided.

          
         The "Processing your request" message appears.
4. When the "Transaction Approved/Thank you" screen appears, tap OK.
5. Process any printed receipts.
   • If printed, keep the merchant copy of the receipt for your records.

Card not present (CNP) Refund

Follow these steps to process a Card not present Refund transaction.

1. On Main menu, tap Card Not Present, then Refund.
   • If you do not see the Card Not Present icon on the Main menu, make sure the Allow Card Not Present setting is turned on.
   • Respond to any security prompts.
2. Key in the amount of the refund and tap OK.
   • Respond to any merchant prompts that appear. The terminal may ask for an invoice number and other information.
     The terminal prompts you to "Enter the authorization number of the transaction that is to be refunded".
3. Key in the 6-digit authorization number found on the Purchase receipt, and tap OK.
4. Key in the customer's card information using the fields on screen.
   1. The "Card number" field is already highlighted by a red border. Key in the card number and press the green key to move to the "Expiry date" field.
   2. Key in the 4-digit expiry date and press the green key to process the transaction.
      The "Processing your request" message appears.
5. When the "Transaction Approved / Thank you" screen appears, tap OK.
6. Process any printed receipts
   • If printed, keep the merchant copy of the receipt for your records.

Card not present (CNP) Pre-authorization

Follow these steps to process a Card not present credit card Pre-authorization transaction.

1. On Main menu, tap Card Not Present, then Pre-authorized Transactions.
   • If you do not see the Card Not Present icon on the Main menu, make sure the Allow Card Not Present setting is turned on.
   • Respond to any security prompts.
2. Key in the amount of the Pre-authorization and tap OK.
   • Respond to any merchant prompts that appear. The terminal may ask for an invoice number and other information.
3. Key in the customer's card information using the 3 fields on screen.
   1. The "Card number" field is already highlighted by a red border. Key in the card number and press the green key to move to the "Expiry date" field.
   2. Key in the 4-digit expiry date and press the green key to move to the "Card verification value"(CVV) field.
   3. Key in the CVV (if available) and press the green key to process the transaction. The CVV is not mandatory.
      1. If the CVV is omitted, the terminal prompts you to provide a reason.
      2. On the "Reason for No CVV" screen, tap the reason you did not include the CVV.
         

         Note: Some card issuers will decline the transaction if no CVV is provided.

          
         The "Processing your request" message appears.
4. When the "Transaction Approved / Thank you" screen appears, tap OK.
5. Process any printed receipts
   If printed, keep the merchant copy of the receipt for your records.

Card not present (CNP) Completion

Follow these steps to process a Card not present completion transaction once the final dollar value of a pre-authorization is known.

1. On Main menu, tap Card Not Present, then Completion.
   • If you do not see the Card Not Present icon on the Main menu, make sure the Allow Card Not Present setting is turned on.
   • Respond to any security prompts.
   • Respond to any merchant promptsthat appear. The terminal may ask for an invoice number and other information.
     The terminal prompts you to "Please enter the sequence number of the pre-authorized transaction you would like to complete".
2. Key in the 6-digit sequence number from the receipt of the pre-authorization transaction, and tap OK. The terminal prompts you to "Please enter the completion amount".
3. Do one of the following:
   • To complete the pre-authorization, enter the final purchase amount and tap OK. If the final amount is the same as the amount shown on screen, simply tap OK.
   • To cancel the pre-authorization and release the pre-authorized funds, enter a single zero then tap OK.
     The "Processing your request" message appears.
4. When the "Transaction Approved/Thank you" screen appears, tap OK.
5. Process any printed receipts.
   • If printed, keep the merchant copy of the receipt for your records.

Card Not Present (CNP) Receipts

Processing receipts from a card not present transaction

Customer copy

In a card not present transaction, the merchant has up to 4 options for delivering a cardholder's receipt: 1 Email, 2 Text, 3 Print, and 4 None, depending on how you have set up the receipt options.

Restaurant mode

Purchase in restaurant mode

When you enable Core Restaurant on your terminal, the default transaction is Purchase. A Purchase allows the customers at a table to pay their bill.

Splitting the bill

Here is a summary of the different ways in which you can handle the bill for a table:

• Process full amount in one payment
• Split by amount
  • Split by dollar amount (for example, there are 3 customers. The first 2 customers pay a specific dollar amount, and the third customer pays the remaining amount of the bill)
  • Split by number of people (for example, there are 4 customers, and they spilt the bill equally, with each one paying 25% of the bill)
• Split by seat/check (each customer pays for their own order)

Purchase - step by step instructions

Follow these steps to perform a Purchase transaction in restaurant mode.

	Enter your server ID and tap OK (or swipe your server card, if supported) to retrieve your open tables. If you do not see the Server ID screen, press the red key.
	The terminal displays your open tables. On the screen, tap the table you wish to process. You can also search for a table by tapping the search field and entering the table name or number as appropriate
	The terminal displays the dollar amount owed by the selected table, along with the options for payment: Tap one of the following options (or press the corresponding number on the keypad): 1 Pay full amount Refer to Pay full amount 2 Split by check Refer to Split by check 3 Split by amount Refer to Split by amount

Pay full amount

	You selected "Pay full amount". The terminal prompts you to ask the customer how they would like to pay. Select Card, Cash, or Gift Manual Entry. Choose Card when the customer wants to pay by credit card, debit card, or gift card. Note: If your integration settings are not configured for cash and gift card manual entry, the terminal will skip this screen.
	Pass the terminal to your guest. Note: This prompt appears only if configured.
	Proceed to Customer enters tip and card.

Split by check

	You selected "Split by check". The terminal displays a list showing each seat/check and the amount owing. On the screen, tap the seat/check you wish to process.
	The terminal prompts you to ask the customer how they would like to pay. Select Card, Cash, or Gift Manual Entry. Choose Card when the customer wants to pay by credit card, debit card, or gift card. Note: If your integration settings are not configured for cash and gift card manual entry, the terminal will skip this screen.
	Pass the terminal to your guest. Note: This prompt appears only if configured.   Proceed to Customer enters tip and card.
	After each customer pays, the terminal re-displays the list of seats/checks, indicating which ones are paid. Select the next seat/check to process until all customers have paid their bill.

Split by amount (dollar amount or number of guests)

	You selected "Split by amount". The terminal prompts you to ask your guests how they will be splitting the bill. Select one of the following: 1 Dollar amount (Refer to step 2) 2 Number of people (Refer to step 8) To review what these options mean, refer to Splitting the bill.
	You selected "Dollar amount". The terminal prompts you to enter the dollar amount to be paid by the first customer. Enter the dollar amount and tap OK.
	The terminal prompts you to ask the customer how they would like to pay. Select Card, Cash, or Gift Manual Entry. Choose Card when the customer wants to pay by credit card, debit card, or gift card. Note: If your integration settings are not configured for cash and gift card manual entry, the terminal will skip this screen.
	Pass the terminal to your guest. Note: This prompt appears only if configured.   Proceed to Customer enters tip and card.
	After the first customer pays, the terminal prompts you to enter the dollar amount for the second customer. Continue with the next customer until all customers have paid their bill. Proceed to All checks closed.
	You selected "Number of people". The terminal prompts you to enter the number of guests that will be splitting the bill. Enter the number of guests and tap OK.
	The terminal prompts you to ask the customer how they would like to pay. Select Card, Cash, or Gift Manual Entry. Choose Card when the customer wants to pay by credit card, debit card, or gift card. Note: If your integration settings are not configured for cash and gift card manual entry, the terminal will skip this screen.
	Pass the terminal to your guest Note: This prompt appears only if configured to do.   Proceed to Customer enters tip and card.
	After the first customer pays, the terminal prompts you to process payment for the next customer. Continue until all customers have paid their bill.

Customer enters tip and card

	The terminal displays the tip entry screen (if tipping is enabled). The customer enters a tip amount or chooses no tip.
	The terminal displays the final purchase amount and prompts the customer to tap, insert, or swipe their card. Do one of the following: If there are more guests for the selected table, continue to process payments. If this is the last guest for the selected table, proceed to All checks closed.

All checks closed

This is the final step when all seats/checks have been closed for the selected table, regardless of how the bill was split among the seats/checks. When the terminal displays The table has been closed, tap OK. The terminal returns to the Server ID screen.

Code 10 situations

Code 10 situations

During a transaction, if you feel that a customer, card, or transaction is suspicious and needs investigating, call Moneris Customer Care at 1-866-319-7450 and state that the call is a Code 10. This will alert the Moneris operator without alarming your customer. The operator will ask you some "Yes/No” questions and then provide instructions.

Reasons for calling in a Code 10 include:

• larger than normal transaction size.
• cardholder is asking to manually enter the card number.
• there is no chip on a domestically-issued credit card *Visa/MasterCard/Discover/Amex).
• card security features appear to be altered (i.e. card brand appears blurry or incorrect, no expiry date, etc.).
• cardholder is asking to ship the product to an address far away or under someone else's name.
• cardholder provides multiple credit cards and some result in a declined message.
• cardholder is being aggressive.
• the signature on the credit card does not seem to match the signature on the Purchase receipt.
• the name on the card is inconsistent with the person's gender.
• the customer is purchasing an unusual number of expensive items.
• the customer's purchases seem randomly selected, with little regards for size, quality, or value.