Merchant User Guide

Version: PAX 3.4.8

 

User Account Setup

epay have already setup the initial Admin account for you before we sent you this terminal. Once you’ve turned your terminal on, please ring epay’s 24 x 7 Customer Service Team on 1300 301 408 to obtain the initial Admin password and then immediately change the password after you have logged in. You may be required to answer some security questions to verify your identify. Please protect your Admin user account credential as only admin user can modify users.

Below are the menus the users can access using Admin or Sales account respectively.

Menus	Administrator	Sales
Prepaid Products
Favourites
Alternative Payments
Gift card Redeem
Balance Enquiry
Refund
Reports
User Guide
POS Ordering
About
Settings

To change your Admin password immediately, you need to log in the “Settings” menu using the Admin password epay has just provided to you on the phone and change it to your own password following the below steps.

Change to your password and remember

Type in the Admin password epay has just provided

Then you can add more Sales Account following the steps shown below.

Connect to a 4G or WiFi Network

The terminal comes installed with a SIM card which can be used to transact with epay. Once you turn the terminal on, it will automatically connect to the 4G network. Within a few minutes, it is ready for you to transact.

IMPORTANT: The SIM can only work in the designated epay terminal. DO NOT take the sim out and use in any other of your devices.

Alternatively, if your store has a WiFi network available, you can enable the Wi-Fi on your terminal and add your Wi-Fi network by following the steps below in the settings menu. Switch on the Wi-Fi of your PAX A920, then you can view the available Wi-Fi network list and choose your store’s Wi-Fi network to connect. Please make sure you only connect to trusted Wi-Fi networks.

Connect to your store Wi-Fi from the list

Terminal Physical Instructions

Charging Instructions

Before starting, the terminal battery should be fully charged by plugging the USB to mini USB cord to an AC power supply and then plug the other end with the mini USB connector into the mini USB port on the left side of the terminal. Charge the battery until full.

You will find the “Volume Down” button and ” Mini USB Port” on the left side of terminal. The “Mini USB Port” is used for charging your device. The “Power On/Off” button and “Volume UP” button is located on the right side of the terminal.

Buttons on the back

You can find the below buttons on the back from top to bottom of Pax A920.

1. Paper Cover Latch

2. Paper Cover

3. Part Number / Serial Number

4. Rear Camera Auto Zoom 5 MP

5. Battery Cover

6. Battery Cover Slide Latch

 

How to Change the Paper Roll

To remove and replace the thermal paper roll, turn the terminal over. Then near the top back side of the terminal place your finger under the paper cover latch and pull the entire latch assembly away from the terminal. To remove the paper roll, simply pull the paper roll out.

To install a new thermal paper roll, drop in the paper roll with the paper pulling from the back and out the top of the roll. Pull about 2” of paper out and close the lid until the lid snaps into place.

Completing a Sale transaction

Prepaid Products

1. Check with customers on what product they would wish to buy first and tap on [Prepaid Products].
2. Enter your user PIN to proceed to the product category screen.
3. Select the category and scroll though the list to find the product the customer had requested.
4. Make sure the payment has been processed successfully before confirming the product.

Note: if the transaction fails for whatever reason, a refund needs to be given to the customer.

If the product is unavailable (out of stock, no response), please refund the payment to the customer and contact epay Customer service on 1300 301 408 for details.

 

 

POSA or Gift Card Products

1. Check with customers on what product they would wish to buy first and tap on [Prepaid Products]. On the bottom of the screen you’ll find the [SWIPE CARD] and [SCAN BARCODE] buttons. Please choose (Tap) either of them.
2. If you wish to continue with [SWIPE CARD], place front of the card facing yourself and magstripe facing the terminal and swipe the card through the reader. After successful completion of swipe, product details (Card Number) will be prefilled.
3. If you wish to continue with [SCAN BARCODE], align and scan the longer barcode on the lower part of the card with the scanning box on the screen by moving the terminal. Please be patient and you may need to move the camera a bit to get a good scan.
4. After successful swipe or scan barcode operation, card details will be seen on the screen. Please verify card details before confirming.

For some Card products you might be asked to enter the amount.

1. Make sure the payment has been processed successfully before confirming the product.

 

Note: if the transaction fails for whatever reason, a refund needs to be given to the customer.

If the product is unavailable (out of stock, no response), please refund the payment to the customer and contact epay Customer service on 1300 301 408 for details.

Alipay Payment

Merchant Scan the Customer’s QR Code

1. In the epay payment application main screen, tap [Alternative Payments], enter your user PIN and tap [Alipay], then tap on top button [Merchant Scan Customer QR Code].
2. It will take you to the amount entry screen. Enter the required amount and press OK. You then scan the QR code presented on the customer’s smartphone with the camera on the terminal.
3. The customer copy will be printed out after the transaction is successfully processed. You can choose to print out a Merchant Copy if you like.
4. The transaction will be cancelled if you selected the back button before scanning the customer QR code.

Customer Scans the Merchant’s QR Code

1. In the epay payment application, tap [Alternative Payments], enter your user PIN and tap [Alipay] and tap the bottom button [Customer Scan Merchant QR Code]
2. It will take you to the amount entry page. Enter the required amount and press OK. The QR code will be displayed in 1-2 seconds and please present it to the customer to scan.
3. Important: The transaction will need to be completed by the customer within 2 minutes or else it will be cancelled. You will need to redo the transaction if the customer still wishes to pay via Alipay after the cancellation.
4. Customer copy will be printed out after the transaction is successfully processed. You can choose to print out a Merchant Copy if you like.
5. The transaction will be cancelled if

You select (tap) the back button before the customer scans your QR code.

The customer took longer than 2 minutes to complete the transaction on their phone.

 

 

WeChat Payment

Merchant Scan the Customer’s QR Code

1. In the epay payment application main screen, tap [Alternative Payments], enter your user PIN and tap [WeChat Pay], and choose the top button [Merchant Scan Customer QR Code],
2. It will take you to the amount entry screen. Enter the required amount and press done. You then scan the QR code presented on the customer’s smartphone with the camera on the terminal.
3. The customer copy will be printed out after the transaction is successfully processed. You can choose to print out a Merchant Copy if you like.
4. The transaction will be cancelled if you selected the back button before scanning the customer QR code.

 

 

Customer Scans the Merchant’s QR Code

1. In the epay payment application, tap [Alternative Payments], enter your user PIN and tap [WeChat Pay], and choose the bottom button [Customer Scan Merchant QR Code]
2. It will take you to the amount entry page. Enter the required amount and press done. The QR code will be displayed in 1-2 seconds and please present it to the customer to scan.
3. Important: The transaction will need to be completed by the customer within 2 minutes or else it will be cancelled. You will need to redo the transaction again if the customer still wishes to pay via WeChat after the cancellation.
4. Customer copy will be printed out after the transaction is successfully processed. You can choose to print out a Merchant Copy if you like.
5. The transaction will be cancelled if

You select (tap) the back button before the customer scans your QR code.

The customer took longer than 2 minutes to complete the transaction on their phone.

UnionPay Payment

Merchant Scan the Customer’s QR Code

1. In the epay payment application main screen, tap [Alternative Payments], enter your user PIN and tap [Union Pay], and choose the top button [Merchant Scan Customer QR Code],
2. It will take you to the amount entry screen. Enter the required amount and press done. You then scan the QR code presented on the customer’s smartphone with the camera on the terminal.
3. The customer copy will be printed out after the transaction is successfully processed. You can choose to print out a Merchant Copy if you like.
4. The transaction will be cancelled if you selected the back button before scanning the customer QR code.

 

 

Customer Scans the Merchant’s QR Code

1. In the epay payment application, tap [Alternative Payments], enter your user PIN and tap [Union Pay], and choose the bottom button [Customer Scan Merchant QR Code]
2. It will take you to the amount entry page. Enter the required amount and press done. The QR code will be displayed in 1-2 seconds and please present it to the customer to scan.
3. Important: The transaction will need to be completed by the customer within 2 minutes or else it will be cancelled. You will need to redo the transaction again if the customer still wishes to pay via UnionPay after the cancellation.
4. Customer copy will be printed out after the transaction is successfully processed. You can choose to print out a Merchant Copy if you like.
5. The transaction will be cancelled if

You select (tap) the back button before the customer scans your QR code.

The customer took longer than 2 minutes to complete the transaction on their phone.

 

ZIP Payment

Pay Now

1. In the epay payment application main screen, tap [Alternative Payments], enter your user PIN and tap [ZIP Pay], and choose the top button [Pay Now]
2. It will take you to the amount entry screen. Enter the required amount and press done. You will be presented two options to continue with the transaction.
   1. [Scan Customer Payment Barcode] you scan the payment barcode presented on the customer’s smartphone with the camera on the terminal.
   2. [Enter Instore Payment Code] you can ask customer to enter 6-digit payment confirmation code from the ZIP wallet on the terminal.
3. The customer copy will be printed out after the transaction is successfully processed. You can choose to print out a Merchant Copy if you like.

 

 

Favourites

How to add a product to Favourites section

To add any product(s) to the favourite items to access it quicker, tap the Star icon . The star borderline will turn yellow to indicate that it has been added to the [Favourites] section.

How to access favourite items

To access the products added as favourites, simple tap [Favourites] from the home screen and enter your user PIN to view all items under this section.

Tip: To remove any items from Favourites, simply tap the star icon again.

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Gift card Redeem

How to redeem a gift card

A gift card can be redeemed by the following steps:

• Tap [Gift card Redeem] on home screen
• Enter user PIN
• Enter amount to be redeemed
• Either manually add PAN (barcode), use Swipe Card or Scan Barcode options
• Ask customer to enter 4-digit PIN to authorise and complete redemption
• Print Merchant receipt of required

Please Note: A gift card can be blocked after 3 wrong PIN entry attempts by the customer. If it happens, the customer may have to contact the card issuer to get it unblocked.

Balance Enquiry

How to complete balance enquiry

For PIN products, you can check the balance on the gift card using Balance Enquiry feature.

From home screen, tap [Balance Enquiry], enter user PIN and based on card feature, use any of the following options available to complete the balance check.

• Enter PAN (barcode) manually, or
• Swipe Card or
• Scan Barcode

Please note:

• Depending on the card type, customer may have to enter the 4-digit PIN to view their balance on the PAX screen.
• Card balance cannot be printed.

Voiding or Refunding

How to Refund Alipay, WeChat and UnionPay Payments

Important: As with any standard refund procedure for all payment types, please use the same refund method as the payment method i.e. Alipay payments should be refunded via Alipay only, not with any other payment types.

Customers may not see their refund in their transaction history straightaway after the refund due to refund policy. You can refund the either complete amount or part of the total amount (Partial Refund). Customers need to retain their customer copies for refund purpose. You can find the epay TXN ID from the customer copies of receipt.

1. Tap [REFUND] and [REFUND PAYMENT]
2. You are required to type in the epay TXN ID found from the customer copy receipt to proceed with the refund.
3. Enter the amount to be refunded. This can be either partial refund or full refund.
4. Click OK button to proceed.
5. Refunded transactions can be seen on [REFUND] menu.

Please note that, the refund can only be completed for the transaction dated back to 60 days.

How to Refund PIN Voucher, Card, POSA Product

All PIN Voucher, CARD / POSA product refunds processed through the terminal are subject to the standard epay void policy:

• There are NO REFUNDS on any product once the customer has left the counter. This rule is in place to protect you! If the customer has used the voucher or card you will be charged for it.
• You must process the refund within 72 hours of the transaction.
• If the customer is experiencing difficulties with the voucher DO NOT print a second voucher. epay will not provide a refund for the first voucher printed. The customer must contact the supplier directly to resolve the problem. The product supplier’s customer service number is on the voucher.
• If the customer is unhappy with the product purchased, they must contact the relevant supplier.
• Not all refunds can be processed through the app – please contact epay CS if you are unable to process them.

PLEASE NOTE: Refunds are not final until approved by the supplier. If the voucher is activated before or after the voucher is refunded the retailer is liable (as per current procedure).

1. Check with customer if they had redeemed the voucher or card product
2. You can only refund if customer have the epay voucher. The voucher will have the epay Transaction ID number on it (epay TXN ID number)
3. Tap [REFUNDS]

For PIN voucher refunds, select [REFUND PIN VOUCHER]

• 1. Enter the epay TXN ID number from the PIN voucher and
  2. Enter the serial number from the PIN voucher
  3. Tap [REFUND] to process the refund the transaction. Some refunds may be rejected by the supplier and the terminal will display the reason.

Note: If the epay TXN ID number is not legible on the voucher you can reprint it on the [REPORTS] menu. You will need to find the transaction first and tap [REPRINT] to print it out. Please see the Transaction reporting section on this document for more details.

For Card or POSA products, select [REFUND CARD PRODUCT]

• 1. Enter the epay TXN ID number from the confirmation voucher
  2. Tap [SWIPE MAGSTRIPE CARD] and then swipe the card through the reader.
  3. Tap [REFUND] to process the refund the transaction. Some refunds may be rejected by the supplier and the terminal will display the reason.

Note: If the epay TXN ID number is not legible on the voucher you can reprint it on the [REPORTS] menu. You will need to find the transaction first and tap [REPRINT] to print it out. Please see the Transaction reporting section on this document for more details.

Reports

Payment Report

Sales Summary

Click on the button [Sales Summary], the payment application will let you select the sales summary of today, yesterday, last 3 days, and last calendar week. The merchant also has the option to select a specified range of dates which can trace back up to 60 days. The merchant will be able to see all the successful sales, refunds and the total amount. “Print Report” button allows merchant to generate a summary report.

Transaction Report

Click on the button [Transaction Report], the payment application will let you select the sales summary of today, yesterday, last 3 days, and last calendar week. The merchant also has the option to choose a specified range of dates which can trace back up to 60 days. epay payment app records all successful sales, refunds and failed transactions by each user account. “Print Report” button allows merchant to generate a summary report. You can also choose to reprint merchant copy once you click a specific transaction.

Vouchers and Gift Card Report

Finding transactions

Click on the button” Vouchers and Gift Card Report”, the payment application will let you select the transaction summary of today, yesterday, last 3 days, and last calendar week. The merchant also has the option to select a specified range of dates. After listing transactions, “Print Report” button allows merchant to generate a summary report.

The transactions screen

You can see the transaction date, description of the transaction, the amount, type and the user that performed the transaction. Tapping on the transaction itself will bring you a screen with the transaction details including the epay TXN ID.

Settings

This section lists out options that are available under settings and what they do.

Manage Users

This section allows you add, update and delete users. Please protect your Admin user account credential as only this user can amend the users.

Connection

Once you turn the terminal on, it will automatically connect to the 4G network Alternatively, if your store has a Wi-Fi network available, you can enable the Wi-Fi on your terminal and add your Wi-Fi network. Under this setting, you can check the connection status and connect the terminal to Wi-Fi network.

Printer

This is to set printer preferences for the terminal. You can set merchant copy printing option, printing failed transactions and brightness for the print. Default optimum settings are already set for you. Please do not change this setting unless you are advised.

Product

This is used to set how product images will be downloaded on update. Please do not change this setting unless you are advised.

Products Update

This is used to trigger products update manually. Please do not change this setting unless you are advised.

Brightness

This is to set brightness level of the terminal screen.

Epay Access Only

By default, this section is not accessible by merchants.

Error messages

Application User Account Login Error: Admin User Only

The merchant will be prompted with “Administrator User Only” if attempted to access “Settings” using Sales user account.

Transaction Error: Timeout

The merchant will be prompted with “Transaction Failed” if the customer did not scan merchant QR code and confirm payment on their smartphone within 2 minutes to proceed with Alipay / WeChat / Union Pay transaction. Please check with customer on the status of the payment on their phone and if they wish to try again.

Out of Printer Paper Error

The merchant will be prompted with “Out of Printer paper. Try again?” error. You can now load a new paper roll and then tap “OK” to continue with current transaction. Otherwise, if you tap “Skip”, the transaction will go through, but receipt will not be printed. You can check the transaction from the reports section.

Void Already Processed

If the merchant attempts to refund an Alipay / WeChat / Union Pay payment customer copy which has already been refunded, merchant will get an error message “VOID ALREADY PROCESSED” on the screen and receipt.

Card Invalid

If the merchant attempts to scan customer’s invalid QR code to process Alipay / WeChat / UnionPay payment transaction, the merchant will also get an error “CARD INVALID”.

POS Ordering

Tap on “POS ORDERING” to go to the epay POS ordering. Please enter your details and the POS materials required to place the order.

Epay Customer Service – 1300 301 408

You can contact epay’s 24 x 7 customer service on 1300 301 408 at any time