Integrated Tupelo is a solution provided by Windcave. If you are an operator with an IBIS booking website you will already have an account with Windcave and will know how to log on to view your transactions. The other solution from Windcave we integrate with is HIT (Host Initiated Transactions). Simply speaking the difference is that Tupelo plugs into your machine directly with a USB cable, and HIT can connect via WiFi or cable into your network.

Note that this document is intended for reference and guidance only.  We strongly recommend that if there is any doubt as to whether an Eftpos transaction has been completed successfully you should consult your Eftpos manual, log in to your Eftpos software to view all recent transactions if applicable or contact your Eftpos provider to check. This document was written using an Ingenico IPP350 on the Windcave network.

TABLE OF CONTENTS


Set up Windcave

Once you have your hardware installed as per the providers instructions (please note that we are unable to assist in installing the Eftpos software itself, you will need to consult your Eftpos provider manual or the provider themselves if you require assistance) you will need to log in to IBIS and change the settings to point to your new Eftpos machine.

Please note that this setting is stored at a computer level so will need to be done for each computer you are changing.

  1. Log into IBIS
  2. Locate your Machine Settings screen under the System Menu:
  3. Select Windcave from the dropdown menu for Eftpos provider


  4. Make sure you have your Till name and Receipt printer set correctly.
  5. Click Save and then close.
  6. You will now need to log out of IBIS and back in again to initiate the connection to your Eftpos machine

Configuring payment types

In order for your Reconciliation report at the end of the day to pull the correct data, the Pay codes need to be set up as per the below list. To configure the Payment Types, go to Point of Sale, then Payment types.


Logging on to IBIS

Once you have completed the setup above you will notice when you log in again that the Point of Sale screen will open and you will get a box appearing similar to the below to indicate that IBIS is connecting to your POS machine:

SmartLink Logon

If for any reason you do not want to continue with the integration you can cancel out of this logon at any point prior to the connection completing.  If you do abort the connection you will get a message saying the Eftpos machine can't be reached and you will need to change the Eftpos system to Manual and log out and back in again. To do this, simply reverse the Machine Settings above to select your 'Eftpos system' as Manual.

The logon process will step you through the stages of Processing and finally Accepted:

Logon Processing

Logon Accepted


When completed the alerts will disappear and you will receive a printout saying the logon was successful. You should then be ready to use the Eftpos integration.

Logon Receipt

 

Processing an Eftpos transaction

If you have previously been using Integrated Eftpos you should find that your payment types in Point of Sale are already set up to process integrated transactions. If not, If not, you can use these links to learn how to set up payment types and add buttons to Point of sale.   


To process a transaction take the following steps:

  1. Once you have the sale on your POS screen click on your Eftpos button
  2. You will notice the POS screen turn grey and the Eftpos payment screen will appear:

    Process Transaction

    While the Point of Sale screen in the background is grey you will be unable to click on any other buttons until the Eftpos transaction completes. This prevents any Point of Sale function from being accidentally activated during a sale.

  3. The Amount payment box should automatically fill in with the sale total (this can be amended for a partial payment).
  4. If you have the System SettingAllow cashout on Eftpos enabled you will be able to enter a cashout amount in this field (note that if that setting is disabled you won't be able to enter any cashout)
  5. If you need to make any amendments to the sale, click Cancel and you will be returned to the Point of Sale screen. Your sale will be saved in a status of Adding Items and you will be able to amend it as required
  6. If you don't need to amend, click Process
  7. The sale amount will be sent to your Eftpos machine to be processed. Follow the instructions on the machine to process the sale - swipe the card, etc.
  8. Once the payment has been processed successfully you will be returned to the Point of Sale screen. The transaction will appear in the Payments section with an Eftpos payment reference showing as highlighted in the image below:

    Successful Transaction

  9. You will also get your Eftpos receipts printed through your thermal printer if you have one set up. This receipt will give you various information regarding the transaction. It should give you the time and date of the transaction, the card type and the amount along with information about whether the transaction was successful.


    DPS Transaction Receipt

 

Processing a refund

  1. Depending on whether you are refunding a booking (operator systems), a ticket (agent systems) or a retail item, ensure the correct item(s) are on the screen in front of you for the correct negative value
  2. Click your Eftpos payment type to initiate the transaction, this will launch the payment popup box in refund mode
  3. The text above your amount should read 'Amount refund' and the amount should be negative
  4. You will also notice the Cashout facility is locked out for this type of transaction

    SmartLink Lite Refund

  5. If you need to make any amendments to the sale prior to returning payment click Cancel at this point and make the amendments then click on your Eftpos button in POS once again, otherwise click Process
  6. You will be prompted to swipe the customer card - at this point follow the further instructions on the terminal
  7. When the transaction is complete you will be returned to POS, you should see your transaction balance to $0.00
  8. As with a purchase, you will now see an Eftpos reference number associated with that transaction

    Refund Successful

  9. You will then get an Eftpos receipt similar to the following printout

    Refund Receipt

    Note the receipt states that it was a Refund transaction, the amount of the refund and that the refund was approved


Processing a manual PAN (card not Present) transaction

A Manual PAN (Card not Present) transaction is when you put through an Eftpos transaction by manually typing in the card details, for example, if you are taking credit card payment by phone or by email. To process a Manual PAN transaction you can take the following steps:

  1. Enter the booking/ticket/retail into IBIS as normal
  2. Select your Eftpos payment type
  3. Confirm the amount of the transaction and select Process
  4. You will first be presented with the usual 'Present Card' screen:

    Waiting for Card

  5. Your Eftpos machine will display the amount outstanding and also show the 'Present Card' message
  6. Press the yellow 'CLEAR' button on your Eftpos pinpad
  7. Your Eftpos machine should now display the message 'Enter Card Number'
  8. Type in the card number as given to you by the customer, then press the green ENTER button
  9. You will then be prompted for the expiry date in format 'MM/YY', enter this and press ENTER again
  10. The terminal will then ask if there is a CVC on the card (3 digit number on the reverse of the card), click YES or NO
  11. If YES, enter the number and press ENTER once more
  12. Once done, or if NO is selected for the CVC number, you will then be presented with the Processing Now screen
  13. Once processed you will be returned to IBIS and two receipts will be printed.  It is recommended you keep the customer receipt to present them when they arrive to collect their tickets


Processing a purchase with a cashout transaction

  1. To process cashout on Eftpos you will need to ensure your system setting 'Allow cashout on Eftpos' is set to true prior to opening POS
  2. Ensure all the items for the sale are taken through to Point of Sale
  3. Start the integrated Eftpos transaction in the usual way
  4. You should see your transaction total in the Amount payment box
  5. Enter the amount of cash the customer requires in the Amount cashout field:

    Transaction with Cashout

  6. Click Process, the total you should see on the Eftpos machine should equal the sum of the Amount payment and the Amount cashout ($119.00 in the above case)
  7. Continue with the transaction as prompted on the Eftpos terminal
  8. If successful you will be returned to Point of Sale showing the breakdown of the transaction including the Eftpos references

    Transaction with CashoutNote that in the above image Point of Sale has broken down the transaction into the following
    • The Eftpos purchase of $99.00
    • The Eftpos cashout charge of $20.00
    • The amount of cash to return to the customer ($20.00)
  9. You will also get a receipt similar to the following:

    Receipt with cashout

    Note that the TOTAL in the above example is the total charged to the customer card


Processing a cashout only transaction

If you regularly allow cashout only (i.e. if you allow customers to take cashout via your Eftpos machine without making a purchase) you can do so by following these steps:

  1. You must ensure that you have a non-stock retail item set up with a price of $0.00 in the system called 'Eftpos Cash out' or similar
  2. Begin the sale by adding your 'Eftpos Cash out' item to the sale
  3. Click on your Eftpos payment button to start the transaction
  4. Enter the amount of cashout the customer requires into the Amount cashout field (the Amount payment should be left blank)

    Cashout only

  5. Click process to send the amount to the Eftpos terminal
  6. Follow your usual procedure on the Eftpos machine to process the transaction
  7. Once the transaction is successful you will be return to IBIS and the POS screen will look similar to the following

    Cashout Only Transaction

    Note that the screen shows the Eftpos transaction with reference number and Cashout of $10, and a further line detailing the amount the customer is to receive

  8. You will also get a receipt printout similar to the following

    Cashout only receipt


Transaction timeouts

If you have already clicked Process to start the Eftpos transaction, the total amount to debit has been sent to the Eftpos machine and the customer changes their mind about the payment type or even the purchase, you will need to cancel the transaction to be able to revert to POS and update the transaction.  While waiting for the card to be swiped you will see the following box appear:

Waiting for card

Click Cancel to cancel the transaction (the box will also timeout after 2 minutes).  If you wait for it to timeout, you will get an infobox letting you know the transaction has timed out and you'll be reverted to your POS screen.  If you click Cancel you will get the following:

Transaction Cancelled


What happens when a signature is required

Sometimes you may perform a transaction that requires a signature to validate. On these occasions, you will get a receipt printed prompting you for the customer signature.  You will first get a prompt to let you know a signature is required:

Accept with Signature

Clicking OK on the box will print a receipt with a space at the bottom for a signature:

DPS Signature

At this point, you have the receipt to the customer for them to sign, and a further popup appears asking if the signature is OK:

Signature OK

Clicking Yes will present the final information box letting you know that the signature was accepted:

Sig Accepted

You will then be returned to your POS screen where you will see the successful transaction.

If the signature doesn't match the signature on the back of the customer card you can click No to the 'SIGNATURE OK Y/N?' box.  At this point you'll get the following prompt:

Signature Declined

You'll then be returned to your Point of Sale screen where your sale will still be awaiting payment.


What happens if a transaction is declined

If a transaction is declined you will see a popup as below stating that the transaction was Declined:

Transacton Declined

Clicking OK will take you back to your Point of Sale to deal with the transaction. You will also get the following receipt printed to indicate the transaction was declined:

Delcined Receipt 


What happens when the connection hails

Once in a while, you may find yourself in a situation where the transaction doesn't make it back to IBIS immediately due to a power or internet failure.  In these instances, Point of Sale should recover the Eftpos transaction for you

  1. You have started a sale and swiped the customer card to charge
  2. Something happens which breaks the connection between the terminal and IBIS (power outage, Internet blip etc)
  3. The terminal says 'accepted' but nothing comes back to IBIS
  4. If IBIS has closed, logon again and you should see your POS screen launch automatically
  5. You will then get the following message:

    Transaction Recovery

  6. Once you click OK Point of Sale will attempt to recover the transaction.  Once recovered you will get the following message:

    Recover EFTPOS Transaction

  7. Click Continue on this box and you will be returned to your Point of Sale with a completed transaction.

 

EFTPOS functions in Point of Sale

There are a few functions you can perform on your Eftpos machine via your Point of Sale:

Eftpos Logon:

Selecting this option in your Point of Sale will initiate a logon to your Eftpos machine. This can be beneficial if your Eftpos machine doesn't initialise when you first log in to IBIS, or if for some reason the connection is dropped during the day.  Once you select this option you will see a box popup with the caption Logon.  As soon as the logon is complete the popup will change to say accepted, and you will get a small printout saying the logon has been completed:


Logon Receipt

Eftpos Settlement Enquiry:

This function can be used at the end of the day for reconciliation.  Once you select this function you will be prompted to enter a date you wish to run this enquiry for.  In most cases, you should be able to run for today's date by pressing the enter key without entering a date.  This will print out a receipt with a breakdown of the day's payments which you can use to reconcile against your IBIS X -Off report.


Eftpos Cutover:

The Eftpos cutover can normally only be done once per day and should be used at the end of the day once you have reconciled all your payments in IBIS and are happy they are all accounted for.  Selecting the cutover should normally be done in conjunction with the IBIS Z - Off report.


Reprint Last Receipt:

Selecting this function will simply reprint the Eftpos receipt for the last sale taken. 



Troubleshooting and FAQ's

How do I know my Eftpos machine is connected when I begin a transaction?

As soon as you initiate the transaction you will see the Eftpos popup appear. Along the top of this popup box is the Eftpos system you are connected to:

Eftpos system in use

If your Eftpos is not connected or integrated you will see the following:

External Eftpos

If you see the screen with 'Manual' you will need to check a few things:

  • Your Eftpos machine has power
  • Your Eftpos machine is active, connected and in a ready state (note that any issues with the Eftpos machine itself will need to be directed to the hardware supplier, IBIS is not able to assist in these circumstances)
  • Your Machine settings are set to the correct integrated Eftpos settings

You can attempt a manual login via the Eftpos function listed above.  If this doesn't work, try logging out and back into IBIS once your Machine settings are correct.

I made an integrated Eftpos transaction, but nothing happened to IBIS

The most common cause of this is the POS transaction not balancing fully.  The first thing to do is check your Point of Sale to see if the Eftpos transaction has connected to the sale. If your Point of Sale screen is still open you can perform a visual check immediately, otherwise, you may need to use the Find Old Sale screen to locate your sale and bring it to POS again. 


When you have your Point of Sale screen open in front of you, attempt to locate the Eftpos transaction reference number. It will appear similar to below:

Transaction Returned


If this is the case you may have a rounding or balancing error in your Point of Sale screen.  Firstly check that the balance of the transaction is $0.00. If the balance is not $0.00 it could mean there are further payments to be taken. Depending on the situation there are a few scenarios you could follow here:

If you are intentionally only taking part payment against a ticket which is resulting in the unbalanced sale you will need to amend the overall value of the sale so it balances at $0.00.

Example:
You have booked a skydive ticket for two people at a total cost of $700 and taken this to Point of Sale
Only one person is paying now, the other will be coming in later and paying their share
You put through a payment of $350 for the first person
The Eftpos transaction registers against the transaction in Point of Sale and leaves a total balance outstanding of $350
The first $350 has not yet been registered against the ticket

To get around this you will need to change the overall price of the ticket in Point of Sale to $350.
You can do this by ensuring the line you wish to edit in POS is highlighted and has ** next to the item name (indicates the price is editable).
Ensure the cursor is flashing in the white box in the upper left corner of the POS screen (bordered by a red line in the picture above)
Enter an amount to match the payment already taken (in this case $350) and hit enter.
This will change the overall ticket price to $350 IN POS ONLY - the ticket will retain the total value of $700.
Ensure now the Point of Sale shows a total of $0.00 outstanding
Process a $0 cash transaction to complete the sale.  You should then be reverted back to your ticket which shows an amount of $350 still outstanding

If you have the Point of Sale screen up and the total balances $0.00, simply process a $0.00 cash transaction against the sale which should then complete the transaction and print the receipts.

If you are still unsure as to whether the payment has gone through successfully or not please consult your Eftpos software or provider in the first instance who should be able to tell you if the transaction was successful or not.

I'm getting too many Eftpos receipts printing after a sale

Check the Global/System settings and ensure 'Duplicate Eftpos receipt' is unticked/set to false. There is also a Windcave setting which can have an effect on the print behaviour.  In all cases, this setting should not be active as the printing is handled by the Point of Sale. You should be able to find this setting in C:\Program files\Windcave\Eftpos_scr\pxscrcontroller_cfg.  Open this file in a text editor and then locate the following setting and change to '0':

<EnablePrint>0</EnablePrint>

I'm not getting enough Eftpos receipts printing after a sale

Check the Global/System setting and ensure 'Duplicate Eftpos receipt' is ticked/set to true

I don't have any of the Eftpos functions on my Point of Sale

Check out this article on how to add buttons to Point of sale.

My Eftpos button doesn't send the amount down to the Eftpos machine - it just produces a popup asking for the payment amount

Open up your payment types screen and ensure that the payment type of Eftpos has the behaviour of Eftpos. It's the Eftpos behaviour that tells the Point of Sale screen to send the details to the Eftpos machine connected

All my Eftpos transactions are registered in Point of Sale as Eftpos, but I am sure there are Visa, MasterCard, Amex and other card types used?
The integrated Eftpos system relies on being able to match the payment type used with a payment type in your system. If all of your transactions are showing in Point of Sale as Eftpos you may need to set up payment types for each of the credit card types. You don't need to add them as buttons. Learn how to set up payment types. They need to be set up with a behaviour type of Eftpos. Note that if you already have some manual credit card payment types set up and in use, you will need to add further options to the menu.

I put an integrated Eftpos transaction through and it's registered against my sale, however, I made a mistake with the sale and now I can't void it
Once an integrated Eftpos transaction is allocated to a transaction on your POS you will not be able to void this sale.  This is a security feature to ensure the transactional referencing is preserved - if the sale was voided the Eftpos reference would be completely lost.  There are a few ways of dealing with this depending on the situation. Choose the one that bests suits your situation from the below, and if none of the scenarios matches your situation please get in touch with our helpdesk

  • Option 1: Reduce the amount of the sale to the current amount already processed so the sale balances to $0 then process a $0 cash transaction against the sale to complete it. This can be done in the following ways:
    • If there is a ticket or booking involved in the transaction you will see the item in POS is followed by **.  Reduce the price of this ticket to make the overall sale balance to $0 by typing the new value in the box at the top left of the POS screen. For example:
      Sale consists of a $700 ticket and $58 retail
      $250 transaction has been processed against integrated Eftpos leaving $508 outstanding
      Highlight ticket, then type $192 in the box in the top left corner and hit enter
      This changes the ticket to $192, plus the $58 retail = $250
      Now overall outstanding balance = $0
      Process $0 cash to compete the transaction and return to Ticketing
      Note that you will need to reverse/refund the sale
    • If you have the setting 'Allow add in pay made' you may be able to reduce the retail items in the sale to make the overall sale balance $0, you would then need to process a $0 cash transaction as above. For example:
      Sale consists of 2 Retail Items for $40 total
      $20 integrated Eftpos transaction is processed against the sale
      Customer only wants 1 of the sold item
      Using the - key reduce the amount of retail items to 1 and process $0 against the sale
  • Option 2: Process the remainder of the transaction as cash to complete the sale, then cancel the ticket/return the retail items and split the refund amount so the correct amount is returned to the customer on their card and the remainder is processed as cash