PAX Quick Reference/Troubleshooting guide
- User Account Setup
- Connect to a 4G or WiFi Network</a >
- How to Transact
- Error messages
- Check Sales Summary
- Check Transaction Report
- How to Refund a payment
- POS Ordering
- Contact for help and support
User Account Setup
epay have already setup the initial Admin account for you before we sent you
this terminal.
Once you’ve turned your PAX A920 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 this user can
refund, check the sales summary, transaction reports or amend users.
Note: please store your Admin password in a safe place, as
if you lose it, you will need to post the whole device back to epay for it
to be set up again.
Below are the menus the users can access using Admin or Sales account
respectively.
| menus | Administrator | Sales |
|---|---|---|
| Alipay | ✔ | ✔ |
| Wechat Pay | ✔ | ✔ |
| REFUNDS | ✔ | ✖ |
| REPORTS | ✔ | ✖ |
| POS ORDERING | ✔ | ✔ |
| 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.
Then you can add more Sales Account following the steps shown below.
Connect to a 4G or WiFi Network
The epay’s PAX A920 terminal comes installed with a SIM card which can be
used to transact with epay. Once you turn the Pax A920 device on, it will
automatically connect to the 4G network. Within a few minutes, it is ready
for you to transact.
IMPORTANT: The SIM epay provided can only work in the
designated PAX A920. DO NOT take the sim out and use this
SIM in any other of your devices.
Alternatively, if your store has a WiFi network available, you can enable
the WiFi on your PAX A920 and add your WiFi network by following the steps
below in the settings menu.
Switch on the the WiFi of your PAX A920, then you can view the available
WiFi network list and choose your store’s WiFi network to connect.
How to Transact
Alipay: Merchant Scan the Customer’s QR Code
This is for when the customer will present the Alipay QR code on their phone
for payment.
In the epay payment application, click “Alipay”, and choose the top button
“Merchant Scan Customer QR Code”, 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 back of the
PAX.
Note: Merchant will need to type 4500 on the number pad for
a transaction value of $45.00.
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.
The transaction will be cancelled if:
- The PAX A920 runs out of paper during printing, and you chose to cancel.
- You selected the back button before scanning the customer QR code.
Alipay Customer Scans the Merchant’s QR Code
This is for when the merchant will present the Alipay QR code for customers
to scan for payment.
In the epay payment application, tap “Alipay”, and choose the bottom button
“Customer Scan Merchant QR Code”, 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.
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 Alipay
after the cancellation.
Customer copy will be printed out after the transaction is successfully
processed. You can choose to print out a Merchant Copy if you like.
Note: Merchant will need to type 4500 on the number pad for
a transaction value of $45.00. The transaction will be cancelled if:
- The PAX A920 runs out of paper during printing, and you chose to cancel.
- You selected 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 Pay Merchant Scan Customer’s QR Code
This is for when the customer will present the Wechat QR code on their phone
for payment.
In the epay payment application, click “Wechat Pay”, and choose the top
button “Merchant Scan Customer QR Code”, 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 back of
the PAX.
Note: Merchant will need to type 4500 on the number pad for
a transaction value of $45.00.
Customer copy will be printed out after the transaction is successfully
processed. You can choose to print out a Merchant Copy if you like.
The transaction will be cancelled if:
- The PAX A920 runs out of paper during printing, and you chose to cancel.
- You selected the back button before scanning the customer QR code.
Wechat Pay Customer Scan Merchant’s QR Code
This is for when the merchant will present the Wechat QR code to customer to
scan for payment.
In the epay payment application, tap “Wechat Pay”, and choose the bottom
button “Customer Scan Merchant QR Code”, 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.
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 Alipay
after the cancellation.
Customer copy will be printed out after the transaction is successfully
processed. You can choose to print out a Merchant Copy if you like.
Note: Merchant will need to type 4500 on the number pad for
a transaction value of $45.00. The transaction will be cancelled if:
- The PAX A920 ran out of paper during printing, and you chose to cancel.
- You selected the back button before the customer scans your QR code.
- The customer took longer than 2 minutes to complete the transaction on
their phone.
Error messages
User Account Login Error
The merchant will be prompted with “Administrator User Only” if attempted to
access “Refund”, “Reports” and “Settings” using Sales user account.
Transaction Error
The merchant will be prompted with below “Transaction Failed” if the
customer did not scan merchant QR code and confirm payment on their
smartphone within 2 minutes to proceed Alipay/Wechat 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 below “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 click “Cancel”, the transaction will be cancelled.
Customers won’t be charged for any payment and will see their Alipay/Wechat
Pay refund in their transaction history on their smartphone.
VOID ALREADY PROCESSED
If the merchant attempts to refund a customer copy which has been already
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 Wechat QR code to process Alipay
payment transaction, the merchant will get an error “CARD INVALID”.
If the merchant attempts to scan customer’s Alipay QR code to process Wechat
payment transaction, the merchant will also get an error “CARD INVALID”.
IMPORTANT: Always ask customers which payment they prefer
to use, then tap the Alipay or Wechat pay on PAX A920 accordingly. Remind
customer to provide right QR code afterwards.
Check Sales Summary
Note: only the Administrator can access the “Sales
Summary”.
Click on the first button” Sales Summary” in the “Reports” menu, the epay
payment application will let you to choose the sales summary of today,
yesterday, last 3 days, and last calendar week. On the bottom, the merchant
also has the option to choose a specified range of dates which can trace
back up to 90 days.
The merchant will be able to see all the successful sales, refunds and the
total amount.
Check Transaction Report
Note: only the Administrator can access the “Transaction
Report”.
Click on the second button” Transaction Report” in the “Reports” menu, epay
payment application will let you to choose the sales summary of today,
yesterday, last 3 days, and last calendar week. On the bottom, the merchant
also has the option to choose a specified range of dates which can trace
back up to 90 days.
Epay payment app records all successful sales, refunds and failed
transactions by each user account.
How to Refund a payment
Note: Only the Administrator can access the “Refund” menu.
On the Pax A920, the merchant is required to type in the epay TXN ID found
from the customer copy receipt to proceed with the refund following the
steps shown below.
Currently you can only refund the complete amount (partial refunds are not
supported yet).
IMPORTANT: Customers need to retain their customer copies
for refund purpose.
You can find the epay TXN ID from the customer copies of Alipay and Wechat
Pay.
If customer loses their customer copy, merchant needs to ring epay’s 24 x 7
Customer Service Team on 1300 301 408 to retrieve the TXN ID and proceed
with the refund.
Note: If the merchant attempts to refund a customer copy
which has already been refunded, the merchant will get an error message
“VOID ALREADY PROCESSED” on the receipt.
POS Ordering
Tap on “POS ORDERING” to go to the epay POS ordering. Please enter your
details and the POS materials desired to place the order.
Contact for help and support
Please call epay’s 24 x 7 Customer Service Team on
1300 301 408 and have your name and epay terminal ID number
details ready.