ITC250 Ingenico Ict250 Quick Reference Guide
User Manual: ITC250
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QUICK REFERENCE GUIDE
Ingenico
Review this Quick Reference Guide to learn how to run a sale,
settle your batch and troubleshoot terminal responses.
INGENICO iCT 250
INGENICO iWL 250
INDUSTRY
Retail and Restaurant
APPLICATION
CPCU02A
TERMINALS
Ingenico iCT250
and iWL250
SOFTWARE
SECURITY
The software on this
terminal has been
secured. This will protect
it from both inadvertent
overwriting and malicious
tampering. If you need
help with changes or
updates, please contact
a representative at our
service desk.
QUICK REFERENCE GUIDE | INGENICO | 3
CONTENTS
GETTING STARTED
Key Functions .................................................................. 4
Navigating Your Terminal .................................................. 5
Settling the Batch............................................................. 6
Integrated Contactless and Chip Technology......................... 7
Available Transaction Types ............................................... 8
Clerk/Server Management ............................................... 10
Available Reports ........................................................... 11
Gift Card Transaction Types (Optional) ................................ 12
REFERENCE
Prompt Q&A ................................................................... 13
AVS Response Codes .......................................................14
Common Error Codes ...................................................... 15
Chip Technology Q&A ......................................................16
Chip Technology Quick Tips .............................................. 17
4 | INGENICO | QUICK REFERENCE GUIDE
KEY FUNCTIONS
Press the keys beneath
the display to navigate
your terminal’s menus.
ICON/IMAGE FUNCTION
F1 — this is a variable key.
F2 — press to scroll down.
F3 — press to scroll up.
F4 — this is a variable key.
F Key — press to access the System
Menu. When entering text, press to
specify letters and characters.
# Key — press to access the
Admin menu for reports and
management.
Cancel — press to immediately
stop the current activity and return
to the idle screen.
Clear/Back — press to stop the
current activity and restart the
current activity, such as entering
a password.
Enter — press to confirm and
continue with the activity in
progress.
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QUICK REFERENCE GUIDE | INGENICO | 5
NAVIGATING YOUR TERMINAL
BEGIN A SALE
Press [0] and enter the amount of the transaction. Pass the device to
the customer.
▪ For magnetic stripe payments, the customer should swipe their card,
and then specify credit or debit. (Note: Debit cards must be swiped.)
▪ For smart chip card payments, the customer should insert their card
and leave it inserted for the entire transaction. If the chip card is
swiped, then the terminal may prompt the customer to insert the
card in the chip reader slot.
▪ For contactless payments, the customer should tap/wave their card
on or in close proximity to the terminal’s screen.
BEGIN OTHER TRANSACTIONS
Press [Enter] and then use the hot keys to navigate to the type of
transaction you wish to perform.
CLERK/SERVER MENU
Press [#] and then select Clerk/Server menu.
BATCH REVIEW
Press [#] and then select Reports. Choose whether you would like a
detail or summary report, and then specify whether you would like the
report printed or simply displayed on the terminal.
TIP ADJUSTMENTS
Press [Enter] and select Tip, if tip processing is enabled.
Refer to this section
to find and begin the
transaction or function
you wish to use.
To reprint a receipt,
press [9] from the
main menu.
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6 | INGENICO | QUICK REFERENCE GUIDE
TRANSACTION TYPES
ABOUT SETTLEMENT
A Settlement operation is used to close the current batch and open a
new batch for logging and accumulating transactions.
Your Ingenico terminal uses a Terminal Capture System (TCS), meaning
it stores transactions throughout the day and sends batch totals
of sales and refunds to the host (Chase) after the close of business.
THERE ARE TWO SETTLEMENT OPTIONS
1. Manual Settlement
If your terminal is set to manually settle, press [Enter] and select
Settlement from the main menu, then follow the prompts displayed.
2. Auto Settlement
If your terminal is set to automatically settle, it will automatically settle
transactions in the current batch at a specific, predetermined time,
within a 24-hour period. When configured, auto settlement begins any
time after the set time occurs if there are transactions in the batch.
For example, if auto settlement time is set to 22:30:00 (10:30 p.m.)
then auto settlement occurs any time after 22:30:00. If the terminal is
turned o before the set time, and turned on again (usually the next
morning), auto settlement occurs at that time.
Your transactions must
be “settled” daily. Read
this section to ensure
the settlement process
operates smoothly.
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QUICK REFERENCE GUIDE | INGENICO | 7
CONTACTLESS PAYMENTS
Your Ingenico terminal automatically accepts contactless
payments. Your customers can tap or wave their contactless
form factors (cards, fobs, mobile phones, etc.) on or near the
device to submit account information to the terminal, removing the
need to swipe, insert or manually key.
During a sale transaction, the terminal will display the “Insert/Swipe/
Tap/Key Card” prompt and the contactless symbol. At this time,
customers with contactless-enabled form factors should touch or “tap”
them on the terminal’s screen. Your terminal will process contactless
payment transactions as if a card were swiped or inserted.
As an added security measure, transaction amounts over a pre-set
threshold may require a card swipe or insert.
SMART CHIP CARD TECHNOLOGY
Your Ingenico device also supports smart chip card technology. A chip
payment card looks just like a magnetic stripe card with a chip in
addition to the standard magnetic stripe on the back of the card. What
you see on the card is not the actual microchip, but a protective
overlay. The microchip provides an additional level of authenticity for
the transaction.
When a customer presents a chip card, you should initiate a sale and
then pass the terminal to the customer. The customer inserts their
card into the chip reader at the bottom of the terminal, where it
should remain until the transaction completes. This ensures that the
card never leaves the customer’s possession and that your business
does not accept counterfeit plastics.
Refer to page 16 for answers to your chip technology questions.
TRANSACTION TYPES
Our goal is to provide
you with the latest
technology to help you
make the most of your
payment processing
services.
For added conve nience
and security for both
you and your customers,
your Ingenico device
supports both contact-
less and smart chip
payments.
Note: Smart chip
acceptance at the
individual merchant
level may depend
on setup variables.
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8 | INGENICO | QUICK REFERENCE GUIDE
AVAILABLE TRANSACTION TYPES
Your terminal supports
various transaction
types.
Refer to this section
for information on
what transactions are
available, when to use
them, and how to
begin the transaction.
CREDIT TRANSACTIONS TO INITIATE
Credit Sale* — A sale transaction using a credit
card; the card may or may not be present.
Swipe the card
and then select
Credit.
Or, press [0] and
then select Credit.
Pre-Auth* — An authorization-only transaction
provides an approval, but does not charge the
consumer until the transaction has been added
to the batch by way of a force transaction.
Press [Enter]
and then select
Pre-Auth.
Force* — Perform a force sale when the terminal
cannot reach the host (Chase Paymentech) to
authorize a transaction, or to finalize a pre-auth
transaction. Contact your Voice Authorization
Center for an authorization code, and then
force the transaction.
Press [Enter]
and then select
Force.
Return* — Perform a return to refund money
to a cardholder’s account from a credit sale
completed in a closed batch (in other words,
previous day). May also be used to adjust a
previous transaction.
Press [1] and then
select Credit.
Void* — Perform a void to reverse a credit sale,
force, or return transaction and prevent any
funds from transferring from the cardholder’s
account. Only available for transactions in the
current batch (in other words, same day).
Press [Enter] and
then select Void.
Open/Close Tab (restaurant only) — A
transaction for a specific, predetermined
dollar amount.
Press [Enter] and
then select Tab.
* Purchase and Commercial cards are supported for this transaction type.
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QUICK REFERENCE GUIDE | INGENICO | 9
AVAILABLE TRANSACTION TYPES
Your terminal supports
various transaction
types.
Refer to this section
for information on
what transactions are
available and when to
use them.
DEBIT TRANSACTIONS TO INITIATE
Debit Sale — A sale transaction using a debit
card and PIN; the card must be present.
Swipe the card
and select Debit.
Or, press [0] and
select Debit.
Debit Return — Perform a debit return to refund
money to a cardholder’s account from a debit
sale completed in a previous batch; the card
must be present.
May not be available for all card issuers
Press [1] and
select Debit.
EBT TRANSACTIONS (RETAIL ONLY) TO INITIATE
EBT Sale — An Electronic Benefits Transfer
(EBT) card is a government-issued card tied to
a specific government-assistance account. EBT
transactions require PIN entry, as well as a
trace number and balance amount printed on
receipts. An EBT sale transaction may be a food
stamp sale, or a cash benefit sale. The card
must be present.
Press [0] and
select EBT.
EBT Force — A sale transaction performed when
the terminal cannot reach the host to authorize
the transaction. Contact your Voice Authorization
Center for an authorization code, then perform
a force transaction with the EBT card.
Press [Enter]
and select Force.
EBT Return — Perform a return to refund money
to a cardholder’s account from an EBT sale
completed in a closed batch (in other words,
previous day). May also be used to adjust a
previous transaction. Available only for food
stamp transactions.
Press [1] and
select EBT.
EBT Balance Inquiry — Obtain a customer’s
remaining EBT account balance. Available for
both food stamp and cash benefit.
Press [0], select
EBT and then
select Balance
Inquiry.
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10 | INGENICO | QUICK REFERENCE GUIDE
CLERK/SERVER MANAGEMENT
Accessible through the
Admin menu, clerk/
server manage ment
allows you to manage
IDs and passwords.
Press [#] to access
the Admin menu.
ADD ID
Adds new clerks or servers to your terminal. You will be prompted to
create an ID and a password, if enabled, for each new clerk/server.
EDIT IDs
Allows you to revise existing clerks/servers.
DELETE IDs
Removes all or a single clerk/server from the terminal.
PRINT ID LIST
Prints a report of clerks/servers currently signed on.
AUTO ADD CLERK
This feature allows you to automatically add new clerks/servers during
a transaction. If you toggle the feature o, then the terminal will not
allow a transaction unless a valid clerk/server ID is entered.
CLERK PROMPT
Enable this feature to have the terminal prompt for a clerk/server ID
during each transaction.
CLERK WORDING
This feature allows you to alternate the terminal’s verbiage from
“clerk,” “server” or “cashier.”
DISPLAY PARAMETERS
Displays the current clerk/server parameter settings.
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QUICK REFERENCE GUIDE | INGENICO | 11
AVAILABLE REPORTS
Your terminal includes
a variety of transaction
and batch reports. Use
this data to help you
make crucial business
decisions.
REPORTS: MAIN MENU
To access, press [#] and select Reports Menu.
Detail Report
Prints detail information for each transaction
and a totals summary for each card type and
issuer.
Summary Report Prints totals by card type and card issuer.
Clerk/Server
Summary
Prints a summary report by all or one clerk/
server.
Open Pre-Auth
Report
Prints a list of all open pre-auth transactions
stored in the terminal.
Unadjusted Tip
Report
Prints a list of unadjusted transactions by
clerk/server, if enabled.
EMV Report Prints reports related to EMV chip transactions,
parameters, statistics and key settings.
Recent Error
Report
Displays a log of recent terminal and/or
transaction errors.
Open Tab Report
(Restaurant only)
Prints a list of all open tabs by all or one
clerk/server, if enabled.
REPORTS: GIFT CARD
To access, press [Enter] and select Gift.
Press [4] to open the Gift Reports menu.
Gift Card
Detail Report
Prints detailed information for each transaction
and a summary report of transaction types.
Gift Card
Summary Report Prints totals by transaction type
Clerk/Server Gift
Card Report
Prints a gift card detail report by clerk/server
that includes transaction type, amount and
total.
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12 | INGENICO | QUICK REFERENCE GUIDE
GIFT CARD TRANSACTION TYPES (OPTIONAL)
If you are partici pating
in Chase’s proprietary
Gift Card program,
your terminal supports
various stored value
card transaction types.
Refer to this section for
information on what gift
card transactions are
available and when to
use them.
To begin a Gift Card
transaction, press
[Enter] and select Gift
(does not apply to a
void).
GIFT CARD TRANSACTIONS (OPTIONAL)
To begin, press [Enter] and select Gift.
TO INITIATE
Issuance — Adds value to the gift card account.
This transaction can be used to issue and
activate a new card, or to reload an active card
with incremental value.
Press [0].
Activation/Block Activation — Create a
consumer’s gift card account by assigning
value to a card. One or more gift cards can
be activated at one time. Activations can only
be performed on cards that have not been
previously activated.
Press [7] to
select Activation
Redemption — Decreases the value stored
on the consumer’s gift card account. This
transaction is performed when a consumer
uses the card to purchase goods or services.
Press [1].
Void — Remove a gift card transaction from
the terminal’s open batch. The void will
communicate to the gift card host that the
transaction is being reversed.
Without entering
the Gift menu,
press [Enter] and
select Void.
Balance Inquiry — Print a receipt that displays
the customer’s available gift card balance
(without changing it).
Press [2].
Force — Perform a force redemption, activation
or issuance when the terminal cannot reach
the gift card host with a valid approval code
from the Voice Authorization Center.
Press [5] to select
Issuance or press
[6] to select
Redemption.
Add Tip — A gift card redemption transaction
for the amount of the tip, if tip processing is
enabled.
Press [3].
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QUICK REFERENCE GUIDE | INGENICO | 13
PROMPT Q&A
While navigating
through transactions,
you’ll find that some
prompts aren’t as clear
as others. This section
clarifies those prompts.
PROMPT DESCRIPTION/ACTION
Enter Last 4 Digits
of Card Number
Key the last 4 digits of the card number and
press [Enter].
Enter Clerk/
Server ID
Key the server/clerk ID (up to 6 digits in
length) and press [Enter].
Enter Invoice
Number
Key the invoice number (up to 6 digits in
length) and press [Enter].
Duplicate
Transaction
Accept Cancel
Press the hot key under the desired option to
accept or cancel the duplicate transaction.
Enter Customer
Number
Key the customer reference number (up to
30 characters in length) and press [Enter].
Enter Card
Validation Number
Key the Card Verification Code from the card
and press [Enter].
1. Unreadable
2. Not Present
3. Bypass
Press the number of the appropriate option
to indicate why the Card Verification Code is
not available.
Enter Expiration
Date MMYY
Key the card’s expiration date in MMYY
format and press [Enter].
Enter Approval
Code
Key in the 6 character approval code and
press [Enter].
Insert Card in
Chip Reader
The customer’s card is a smart chip card and
should not be swiped. Start the transaction
from the menu and insert the card when
prompted. Leave the card in the slot until
the transaction is completed.
Pass Terminal to
Customer
The clerk should hand the terminal to the
customer. The customer can then complete
the transaction based on any card entry
method they choose.
Approved:
$XX.XX
Amount Due:
$XX.XX
Press Enter
The customer’s card approved for a portion
of the total. Press [Enter] to begin a
transaction for the remaining amount due.
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14 | INGENICO | QUICK REFERENCE GUIDE
The Address Verifi cation
System (AVS) is a feature
that helps reduce fraud
on card-not-present
transactions. The
numeric portion of
the customer’s street
address and the ZIP
code are compared
against the infor mation
on file with the
card-issuing bank.
Use this chart to interpret
domestic AVS Response
Codes by card type.
AVS RESPONSE CODES
CODE DESCRIPTION VISA MC AMEX DISC
XMatch — Address and
9-digit ZIP code
Y
Match — Address and ZIP
code (for Discover, address
only matches)
A
Partial — Address matches,
ZIP code does not (for
Discover, both address
and ZIP match)
W
Partial — 9-digit ZIP code
matches, address does not
(for Discover, no data from
issuer)
ZPartial — ZIP code matches,
address does not
NNo match — Neither
address nor ZIP code match
U
Unavailable — AVS system
unavailable or issuer does
not support AVS
RRetry — Issuer’s system
unavailable or timed out
S
Not supported — AVS not
sup ported by issuer at this
time
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QUICK REFERENCE GUIDE | INGENICO | 15
COMMON ERROR CODES
In the event that
your terminal displays
an error, refer to
hese error codes to
troubleshoot your
terminal.
If the code you are
experiencing is not
shown, retry the
transaction, or if
possible, manually
enter the account
number.
If the error persists,
contact your Help
Desk for support.
ERROR CODE DESCRIPTION ACTION
BATCH NEAR
MAX
SETTLE BATCH
The batch capacity of the
terminal is nearly full.
Complete the transaction
and settle as soon as
possible.
PINPAD OUT OF
ORDER
The terminal is configured
for an external PIN pad,
but one is not detected.
Verify that the PIN pad is
connected and receiving
power.
FAULTY CARD The terminal was unable
to read the card.
Re-swipe the card and try
again.
LINE BUSY The phone line is in use
or there may be
problems with the line.
The terminal will retry
automatically.
If the error persists, check
the terminal’s connection
and verify that no other
devices are using the line.
Connect an analog
telephone to listen for
a dial tone. Contact the
service provider if there
is no dial tone.
INVALID
AMOUNT
An amount greater than
the cash back limit, or
the ceiling limit for sale
or oine transactions,
will generate this error.
Retry the transaction with
an amount within the
limit.
CAN’T READ
CHIP
SWIPE ALLOWED
REMOVE CARD
A chip card was inserted
in the chip reader, but
could not be read.
The card can now be
swiped on the terminal.
TAP FAILED
PLEASE INSERT
OR SWIPE
CARD
A contactless card was
tapped on the terminal,
but the card was not
read properly.
Swipe, insert or key the
card on the terminal.
PASSWORD
LOCKED OUT
PRESS ENTER
More than four invalid
attempts have been
made to enter the admin
password.
The admin account will be
locked out for 30 minutes
or another admin account
may reset the locked
account.
PIN TRIES
EXCEEDED
The chip card has
recorded too many
invalid PIN entry attempts.
Request another form of
payment.
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16 | INGENICO | QUICK REFERENCE GUIDE
CHIP TECHNOLOGY Q&A
WHAT IS CHIP TECHNOLOGY?
Chip technology is an evolution in our payment system that will help
increase security, reduce fraud and enable the use of future value-
added applications. Chip cards are embedded with a micro computer
chip. Some may require a PIN instead of a signature to complete the
transaction process.
WHAT ABOUT MAGNETIC STRIPE CARDS?
Your terminal will still have the capability to process magnetic stripe
cards. Chip cards will still have a magnetic stripe in order to be
compatible with other international and regional standards so that
customers will be able to use their cards on your terminal.
WHAT ARE THE TRANSACTION PROCESS AND NEW PROMPTS?
Your terminal can process EMV transactions for chip cards that have
been issued in the U.S. or from other countries. In addition, your
terminal will continue accepting all non-chip payment cards. Simply
use the magnetic stripe for those transactions.
To process a chip card transaction, follow these five steps:
1. Initiate the transaction on your terminal by pressing [0] or [Enter],
and following any additional prompts.
2. Ensure the customer has access to the payment device by passing it
to them if necessary.
3. The customer inserts the chip card into the chip card reader (slot
on the bottom-front of the terminal) and leaves it there until the
transaction completes.
4. Follow the prompts displayed on the terminal.
5. Let the customer complete the transaction by keying in a PIN or
signing the receipt.
WHAT ARE THE BENEFITS FOR MY BUSINESS?
Fraud Protection — Chip technology is virtually impossible to copy,
and combining its use with a PIN helps reduce fraud due to lost, stolen
or counterfeit cards.
Reduced Chargeback Risks — As fraud decreases, so will the amount
of customers who dispute transactions.
Peace of Mind — The acceptance of chip cards will become a payment
brand and PCI compliance mandate, and the adoption of the EMV
process means the card never has to leave the customer’s hand.
EMV chip technology is
the global standard for
credit and debit card
payments. Named after
its original developers
(Europay, MasterCard
and Visa), this smart
chip technology features
payment form factors
(cards, mobile phones,
etc.) with embedded
microprocessor chips
that store and protect
encrypted account user
data.
This enhances the
authentication of both
the card and cardholder,
eectively reducing
fraudulent activity in
the regions that have
adopted this technology.
Chase has been
supporting chip
technology in Canada
for several years and
is playing an active
role in ensuring our
merch ants are ready
when the U.S. payments
industry mandates it.
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QUICK REFERENCE GUIDE | INGENICO | 17
CHIP TECHNOLOGY QUICK TIPS
Smart chip card tech-
nology and the EMV
standard are so new in
the U.S. that your sta
and customers may not
be familiar with how to
accept and successfully
process chip cards.
As you become familiar
with chip technology,
remem-ber that you
can call for technical
support if you have any
questions.
CUSTOMERS USING THEIR CHIP CARD FOR THE FIRST TIME —
Make sure the card stays in the terminal’s chip reader slot for the
duration of the transaction, which ends when the receipt is being
printed. If the card is removed before the end of a transaction, the
payment will not be processed.
INSERTING THE CARD — The card can be inserted into the terminal’s
chip reader slot. Make sure the card is inserted face up, with the
chip first.
FOLLOW THE TERMINAL PROMPTS — When processing any type
of card, follow the prompts on the terminal display. The terminal will
tell you what to do.
CUSTOMER VERIFICATION METHODS — Some customers will
carry a chip card that requires a PIN for identity verification, while
others may require only a signature. Your terminal will recognize the
card and prompt you to follow the required verification process.
FORGOTTEN OR UNKNOWN PINS — If a customer can’t remember
their PIN, they should contact their bank or card issuer to reset the
PIN. Ask for another payment method.
DEALING WITH A LOCKED PIN — If a PIN is locked, then the wrong
PIN has been entered too many times in a row, rendering the card
temporarily unusable. The terminal prompt will tell you whether
payment on this card will be accepted using a signature, or whether
the customer needs to provide a dierent method of payment. The
customer needs to contact their bank or card company to unlock the
PIN. Customer service contact telephone numbers are on the back
of most payment cards and on account statements.
DECLINED TRANSACTIONS — There is no change to procedures for
declined transactions.
REFUNDS — To process a refund, simply insert the card and proceed
with the refund.
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POS-0512 6/17 IC1617 0617 ©2017, Paymentech, LLC (“Chase”). All rights reserved.
FOR MORE INFORMATION
www.chase.com/merchantservices
