The Entourage terminal is the perfect wireless device that can accompany you, your cashiers and service staff anywhere on your business premises.
Ideal for restaurants, patios, big-box stores, garden centers, lumber yards, etc.
The iWL220 terminal contains:
- A reader, located on the right side of the terminal, reads magnetic stripe cards.
- Another reader, located at the bottom of the terminal, reads chip cards.
- A contactless card reading area on the terminal screen.
Verify whether cardholder’s card, contains a chip in order to determine which reader to use. Note: a chip card also contains a magnetic stripe.
- The PIN generally replaces the signature for a chip card transaction.
However, different combinations of PIN and signature may be required.
Refer to terminal instructions and request cardholder signature if a signature line appears on the transaction record.
- If the transaction cannot be completed using the card provided by the cardholder, request another form of payment and ask the cardholder to contact the card
A chip card must be inserted into the reader at the bottom of the terminal (chip facing up) and left there for the entire transaction.
MAGNETIC STRIPE CARD
A magnetic stripe card must be swiped through the reader located on the right side of the terminal (magnetic stripe facing inward).
The magnetic stripe credit card must be swiped by the clerk because he/she must compare the signature on the card with that on the transaction record.
The contactless reading area is located on the terminal screen.
The contactless card, when requested, must be placed in front of the screen, then quickly withdrawn. The read is completed when the card is withdrawn.
Initiating a transaction
To initiate THE DEFAULT transaction (SELECTED AT INSTALLATION OF THE TERMINAL)
- Press the (F4) key to automatically initiate the default transaction (the (F4) key must be programmed in advance).
Follow the instructions on the terminal to complete the transaction.
To perform any transaction
- Press the (F1) key to access the terminal menu. The available functions are described in the section «Description of menus and transactions» of this User Guide.
Tree-diagram structure of menus
Please consult the interactive user guide.
Description of menus and transactions
Please consult the interactive user guide.
Considerations for hotel and rental industry
Reservation - status check
- Whether a reservation is made over the phone or in person, a preauthorization may protect you against fraudulent use of a credit card.
- Over the phone, use the « Tel/mail Preauth » transaction from the « Preauth » menu.
- In person, use the « Preauthorization » transaction from the « Preauth » menu.
- These transactions are described in more details at section « Preauthorization menu ».
No-shows (for hotel operators)
- Use a hotel invoice if the cardholder does not show up. Follow the steps below:
- Issue a hotel invoice for a one-night stay plus applicable taxes.
- Enter the transaction in the terminal.
- If you requested a preauthorization when making the reservation, you must perform a “Completion” transaction in the “Preauthorization” menu.
- If you did not request a preauthorization when making the reservation, you must perform a“Purchase” transaction in the “Transaction” menu.
- Manually enter the card number and expiration date.
- Enter “No-show” on the signature line.
- Preauthorization is performed upon customer check-in to verify that the card is genuine, that the customer is the legitimate cardholder and that the funds are guaranteed before the final transaction amount is known.
- The customer must present the chip card during this step and the preauthorization transaction must be completed with a PIN.
- NOTE: You must always obtain the customer’s signature for your files.
Extended service or higher than estimated spending
- As with the current procedure, if the amount used for preauthorization is no longer sufficient to cover the final bill, an additional authorization is necessary.
Completing the transaction in the client’s presence
- Select the stored preauthorization by using the reference number and complete with the total amount of the invoice.
- If the preauthorization was done on another terminal, it is strongly recommended to ask for the customer’s card again to complete the transaction. Otherwise, the transaction is then considered to be a manual transaction without the card present and thus will not provide the same benefits as an electronic transaction.
Completing the transaction in the client’s absence
- Some merchants offer their clients priority service to let them check out without waiting in line. Once the final transaction amount is known, select the stored preauthorization by using the reference number and complete with the total amount of the invoice.
- To offer this service, the merchant must have performed the check-in preauthoriztion with a PIN or the client’s signature. In the case of a PIN approved transaction, the merchant must obtain the client’s signature and keep it on file.
- It is suggested that the transaction be performed on the same terminal that was used for the preauthorization. Otherwise, the transaction will be treated as a manual transaction without the card present and will thus not offer the same benefits as an electronic transaction.
- The terminal used for the preauthorization can be identified by the last two digits of the merchant number appearing on the preauthorization transaction record.
Additional/amended charges after checkout
- Any additional charges identified after services have been provided should be processed as per current procedurewhere the presence of the card is not required. The original chip data obtained during preauthorization should not be resubmitted. Merchants can use card number and the expiry date and submit a “Signature on File” transaction.
For further information on preauthorization transactions, please consult the Visa Canada web site.
Procedure in the event of a failure or outage
When a debit card or credit card transaction is declined, always follow the prompts displayed on the terminal.
In the event of terminal failure:
- Suggest another form of payment for magnetic stripe or chip debit cards.
Check whether the card contains a chip.
- If it does, request another form of payment. Please note that you are fully liable for manual transactions performed with a chip credit card.
- If not, follow the manual transaction procedure for magnetic stripe credit cards, as described in the following section of this User Guide.
Manual transactions with a magnetic stripe credit card
To perform a manual transaction:
- Make an imprint of the credit card on the transaction slip using the manual printer. Please ensure that the following information appears on the printed form:
- Card number
- Expiry date
- Cardholder’s name
- Your merchant no.
- Name of your business
- Obtain an authorization number for each transaction by contacting the acquirer authorization centre.
- The Desjardins Card Services Authorization Centre is open 24 hours a day; call 514-875-8750 or 1-800-361-8120.
- Fill out the transaction slip, making sure to include:
- Authorization number provided by the authorization centre
- Transaction date
- Description of the transaction
- Transaction amount
- Cardholder’s signature
Make sure the information clearly appears on all copies of the transaction slip, and never accept a credit card that has not been signed.
- Give the customer their copy.
- Enter the transactions in the Offline Menu when the system/equipment comes back online.
Then staple the transaction slip (signed by the customer) to the corresponding cash register receipt. The copy must be kept in a secure location for two years.
Retention period for transaction records (Magnetic stripe and chip)
For transactions performed with debit, Visa credit, MasterCard credit or American Express credit cards, you
must keep the transaction records in a secure location for a period of 24 months.
Fraud prevention tips
Fraud has negative consequences on your reputation, business and relationship with customers. It is very important that you work with your employees to prevent fraud and provide a secure payment environment for your customers. To minimize the risk of credit and debit card fraud, follow the tips below:
Practice security at the cash register
- Train your cashiers to verify all credit cards (see Credit Card Identification Features).
- If you have doubts about the cardholder, do not hesitate to ask for photo identification. This is an effective way to discourage fraud artists.
- Never enter a customer’s PIN for them, even if asked to do so. Remind the customer of the importance of protecting their PIN during transactions.
- Ensure that customers are able to enter their PIN away from anyone else’s view.
- Ensure that security cameras are not pointed at customers when they are entering their PIN.
- Watch out for customers who purchase in large quantities without worrying about size, style, colour, or price, or who try to distract you or rush you to finalize a sale.
- Be aware that fraud artists often come into the store just a few minutes before closing time.
Protect your payment terminals
- Inspect payment terminals regularly. If something looks different or appears to have been altered or added, please call 1-800-363-3514 immediately.
- Keep an accurate and updated list of all equipment serial numbers and randomly check the serial numbers
- Inspect surveillance cameras regularly and watch for unusual movements to ensure that no one is tampering with equipment or making fraudulent transactions.
Protect your customers’ information
- File credit and debit card transaction receipts in a secure location. Do not keep payment card information in your files.
- Make sure that access to your customers’ credit and debit card information is restricted. Only employees who absolutely need it should have access.
- When an employee leaves your company, immediately prohibit access to the network and premises.
- Do not provide any type of information about a customer over the phone, unless you have initiated the call and know what it’s about.
- Learn about new employees by checking references and work history when hiring.
All transactions performed remotely (without the card present), including telephone, Internet and mail orders, are at your own risk, even if an authorization number is obtained. An authorization number does not validate a transaction, it only confirms that the funds are available at the time the authorization numberis received.
Credit Card Identification Features
- Card number: The card number consists of 16 digits and must be clear, easy to read and consistent.
- Bank identification number: Make sure that the first four digits of the embossed Visa or MasterCard numbers are identical to the number printed directly below the embossed number.
- Expiry date: The expiry date must be valid. Never accept an expired card; make sure that the date that appears on the card has not been altered.
- Logo: The Visa logo must appear in the lower right, upper left, or upper right corner. When the card is placed under an ultraviolet light, the letter V on the Visa logo is visible. The MasterCard logo must appear in the upper or lower right corner. When the card is placed under an ultraviolet light, the letters “M” and “C” printed on the front of the card must be visible.
- The chip is a microcomputer that makes transactions even more secure.
- Logo indicating that the contactless technology is available on the card.
- Hologram: The hologram may be located either on the front or the back of the card. The Visa hologram is a three-dimensional dove that reflects light and appears to fly when the card is moved. The MasterCard hologram consists of two interconnecting world globes.
- Magnetic stripe: The magnetic stripe must be smooth and straight, with no evidence of counterfeiting.
- Signature panel: Check if the card shows signs of alteration. The repeated word VOID appears if the signature panel has been erased or tampered with. The cardholder’s signature must appear on the signature panel. Do not accept unsigned credit cards. During transactions for which the cardholder’s signature is required, compare the signature on the transaction record with the signature on the credit card.
- Security code : This code can be requested when processing a Telephone/mail purchase.
If you have doubts about a credit card, contact the Desjardins Card Services Authorization Centre immediately and ask for a code “10”. You will be prompted to answer a series of “YES-NO” questions to check whether the credit card is authentic. You will then either receive an authorization number that will allow you to complete the transaction, or be asked to confiscate the card. Please note that you must keep the card for the duration of the transaction. Do not return it to the customer until you have obtained an authorization number.
Authorization Centre (open 24 hours): 514-875-8750 or 1-800-361-8120