Chase ngenico Desk 5000

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Summary

Ingenico Desk;5000 & Move;5000 Guide

Touch Screen and Key Functions

Explains navigation, cancel, scroll, and enter key functions on the Ingenico terminal.

Process a Sale Transaction

Step-by-step guide for completing a sales transaction on the Ingenico terminal.

Process a Return Transaction

Instructions for processing a customer return transaction on the Ingenico terminal.

Void a Sale Transaction

Procedure for canceling a previously completed sale transaction on the Ingenico terminal.

Handling Tips

Guide on how customers can add or change tip amounts for transactions.

Account Settlement Procedures

Details automatic and manual procedures for settling transactions and closing batches.

Adjusting Tips

How to adjust a tip amount after a transaction has been processed.

Managing Tabs

Instructions for opening and closing customer tabs on the Ingenico terminal.

Server Menu Management

Managing server IDs and settings within the Ingenico terminal's server menu.

Chargeback Prevention and Management

Information on managing and preventing customer disputes and chargebacks.

Troubleshooting Common Errors

Troubleshooting common transaction errors like declines and network failures.

The Ingenico Desk/5000 and Move/5000 are payment card readers designed to facilitate various transaction types, including sales, returns, and voids, with features tailored for both general retail and restaurant environments. These devices are equipped with a touch screen interface and physical keys, offering flexible navigation and operation.

Function Description:

The primary function of these devices is to process credit and debit card transactions securely. They support multiple card input methods: tap (NFC/contactless), insert (chip/EMV), and swipe (magnetic stripe). The devices are capable of handling sales, returns, and voids, with specific workflows for each. For sales, the process involves entering the amount, confirming with the customer, and then allowing the customer to present their card. Returns follow a similar flow but require a supervisor password and involve entering a return amount. Voids also require a supervisor password and offer a search menu to locate specific transactions by various criteria such as reference number, clerk ID, invoice/PO number, account number, customer number, RRN, or approval code.

Beyond basic transactions, the devices offer specialized features for restaurant settings, including tip adjustment, open/close tab functionality, and a server menu for managing server IDs. Tip adjustment allows for modifying the tip amount after a transaction, while the open/close tab feature enables starting and closing tabs, which can be linked to server IDs. The server menu provides administrative functions for adding, deleting, and printing server IDs, as well as configuring server-related prompts and display parameters.

The devices also include account settlement capabilities, which can be configured for either automatic or manual settlement. Automatic settlement occurs at a predetermined time (typically 0500 within a 24-hour period), with a settlement report printing automatically. Manual settlement allows the user to initiate the batch closure process via the main menu.

Important Technical Specifications:

While specific technical specifications like processor speed, memory, and display resolution are not detailed in the provided manual, the document highlights key operational aspects. The devices feature a touch screen for intuitive navigation, complemented by physical keys for specific actions like "Enter," "Cancel," and "Correction." The display shows a "MAIN MENU (D)" with options like "Sale," "Return," "Void," and "Tip," indicating a graphical user interface. The devices are capable of printing receipts automatically, with an option to print a customer's copy. Network connectivity is crucial for transaction processing, as indicated by error messages related to "FAILURE ON ALL COMM MODES" and "TRANSACTION FAILED," which point to network connection issues. The devices support EMV chip card processing, requiring the card to remain inserted until instructed to remove it.

Usage Features:

Touch Screen and Key Functions: Users can navigate menus and input data using either the touch screen or the physical keypad. The touch screen displays icons for common functions like Sale, Return, and Void, while physical keys are available for numerical input, confirmation (green "Enter" key), cancellation (red "X" key), and correction (yellow "back arrow" key).
Self-Help Feature: A crucial usage feature is the in-reader self-help. By pressing the gray Admin key, then swiping a finger from right to left on the screen, users can access a Self-Help icon. Pressing this icon initiates in-reader support, providing on-screen instructions for various tasks. This is particularly useful for users who forget how to perform certain operations.
Transaction Workflows:
- Process Sale: Involves entering the amount, confirming, and then allowing the customer to present their card. The device indicates when the card is approved and when to remove it.
- Process Return: Requires a supervisor password, entering the return amount, and customer card presentation.
- Void Sale: Also requires a supervisor password and offers a search function to find the specific transaction to be voided.
Restaurant-Specific Features:
- Tip Adjust: Allows modification of tip amounts after a transaction, with options for tip percentage, tip amount, or no tip.
- Open/Close Tab: Enables opening new tabs by entering a server ID and presenting a card, and closing existing tabs via a search menu.
- Server Menu: Provides administrative control over server IDs, including adding, deleting, and printing lists of IDs, as well as configuring server prompts and wording.
Account Settlement: Can be set to automatic or manual. Manual settlement is initiated by the user, while automatic settlement occurs at a predefined time.
Error Handling: The manual provides a list of common errors (e.g., "DECLINED," "FAILURE ON ALL COMM MODES," "MUST SETTLE BATCH," "TRANSACTION FAILED," "SYSTEM PROBLEM CALL HELP DESK") with explanations and steps to resolve them. For more detailed help, users are directed to an online resource (chase.com/POShelp) and a quick error code help tool accessible via a QR code.

Maintenance Features:

The manual implicitly suggests certain maintenance aspects through its troubleshooting section. For instance, "Verify reader's network connections" for "FAILURE ON ALL COMM MODES" implies that maintaining a stable network connection is a user responsibility. Similarly, "Check your card reader's connection" for "MUST SETTLE BATCH" suggests that physical connection integrity is important. For "SYSTEM PROBLEM CALL HELP DESK," the instruction to call support for "important maintenance or security enhancements" indicates that some maintenance tasks are handled by the service provider and may require user intervention to contact them. The advice to "Keep this reference guide handy for quick tips on popular features and answers to common questions" also promotes user self-maintenance through knowledge and troubleshooting. The ability to configure the card reader for tip processing by calling a specialist also points to a form of configuration maintenance that requires external support.