Ingenico Lane3000 - 20 Submitting Payment Terminal for Service or Termination

46 | User Guide Payment terminals
Response codes Explanation
Resp 05 and 51 – Rejected The transaction is rejected by the bank or card issuer.
Resp 55 – Incorrect PIN The cardholder has entered an incorrect PIN code; try
again.
Resp 87 – The terminal must be reconciled More than seven days have passed since the last
recon-ciliation and you must reconcile the terminal
(Menu – 6) before it can be used.
Resp 91 – No contact with card issuer A data centre is down and the terminal cannot establish
contact with the cardholder’s card issuer. Try again, try
another card or settle in cash. The amount is reserved on
the cardholder’s account but will be reversed as soon as
the data centre is up again. It is important to explain that
the cardholder will not be charged and the transac-tion
must be performed again.
20. Submitting payment terminal for service or
termination
Terminations
When terminating the lease of a terminal, the terminal should not be returned until the merchant has termi nated the
existing lease agreement.
Merchants who buy/rent a new terminal from a different supplier, must terminate their lease agreement before they
return the old terminal. The lease agreement will run and the merchant will be invoiced until the termination has been
received. The merchant must make sure they receive a written confirmation of the termination of the lease agreement. A
return label will be sent by e-mail when the termination is completed in Nets´ systems.
Make sure the terminal has been reconciled before returning the terminal. Pack the terminals securely and separately.
Remember to include all associated cables and equipment.
Always use the return label(s) you have received from Order Handling/Cancellation, when returning payment termi-
nals, and deliver the package(es) to Postnord.
Swap service
If a rental terminal is defect, please call Customer Service for assistance. If necessary, the merchant will get assistance
from a technician or receive a new terminal from Nets, depending on the Merchant´s agreement.
In the case of postal swap agreement, always use the return label(s) you have received from Nets Customer Service
and deliver the package(s) to Postnord.
Make sure the terminal(s) has been reconciled before returning the terminal(s). Pack the terminals securely and sepa-
rately.
Do not return the ADSL modem to Nets repair service.
If a sales terminal is defect, terminals should not be sent for repair/service until the error has been reported to Nets
customer service. Merchants have the possibility to add swap services to their agreement for at the most, four years.