Transactions Terminal User Guide
44
Declined Transactions
The acquirer or the customer’s card issuer can decline to
authorise any transaction.
A declined response from the acquirer’s host system will
display a message on your terminal in place of the usual AUTH
CODE: nnnn message. This can be, for example, DECLINED, NOT
AUTHORISED, or RETAIN CARD. This message will be displayed
on the screen for 60 seconds, or until the enter key is pressed.
A declined receipt will be printed which clearly indicates that
the transaction has not been authorised. It will also show the
message from the acquirer.
Transactions with an inserted Chip card may be declined by
the card without the terminal contacting the acquirer’s host
system. You should advise the customer to contact their card
issuer and request another means of payment.
If your terminal is unable to contact the acquirer for a
transaction with an inserted Chip card, the transaction maybe
declined by the card with the message COMMS FAILURE
DECLINED.
If the COMMS FAILURE DECLINED message is displayed
there may be a problem with your telephone/network
connection. This will be indicated by the diagnostic
(DIAG) codes printed on the receipt. Refer to the section
entitled Diagnostic Codes for more details.
If you are prompted to retain the customer card you
should follow the standard procedures as laid down by
your acquirer. There may be a cash reward from the
card issuer for retaining a card after such prompt.
Referrals
A transaction may be referred for voice authorisation if an
extra security check is required by the acquirer. The terminal
will display or print instructions to call the acquirer. If a
telephone number is not shown please use the standard voice
authorisation number as supplied by that acquirer.
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