OFFLINE MODE

Offline Mode allows you to process payments even if your terminal is unable to connect to the network to authorise transactions

Seamless eftpos payments continuity protects against network disruptions

Redundancy when you need it

When your cash flow is underpinned by your eftpos payment solution, it’s critical that you can continue to take eftpos payments – no matter what.

  • Offline Mode activates when your terminal can’t connect to the payment network to upload your transactions
  • It allows you to continue taking payment while your terminal is offline
  • Offline Mode adds value to your business by minimising the impact of network or communication outages
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Overview

How it works

Offline mode (also known as ‘EOV’ or ‘Electronic Offline Vouchers’) allows you to continue taking payment safely and securely by storing transactions until the terminal can reconnect to the network, even if the terminal is switched off or loses power. Your terminal will attempt to logon every ten minutes to try and exit offline mode. Once re-connected to the network, the stored offline transactions are uploaded and processed and the terminal goes back ‘online’.

Important

If the terminal prompts for a signature capture a signature must be obtained for the transaction to be deemed approved. If the cardholder queries the transaction with their bank and you are unable to produce a signed copy of the receipt you are liable for a chargeback.

EOV is not designed to function as a secondary connectivity option. It is intended as an emergency continuation of processing capability when situations such as a loss of network or connectivity occur.

Cost

Offline mode is available free of charge and automatically activated on all Eftpos NZ terminals

Offline Mode FAQ’s

How does offline mode activate?

Offline Mode will activate during any disruption to the communications method your terminal uses to connect to the payment network, for example during internet outages.

If your terminal experiences two communications errors in a row while processing a transaction it will enter ‘offline mode’ and you will notice that the idle screen displays the ‘offline mode’ icon in the top right-hand corner of the screen.

How will I know my terminal is in offline mode?

You will know your terminal is in Offline Mode when ‘Offline Mode’ is displayed in the top left-hand side of the screen. Your terminal will also prompt you to get your customers to sign your merchant receipt and confirm the signature.

Why do I have to ask my customers to sign the merchant receipt?

If the terminal prompts for a signature capture a signature must be obtained for the transaction to be deemed approved. If the cardholder queries the transaction with their bank and you are unable to produce a signed copy of the receipt you are liable for a chargeback.

If the terminal is unable to go online to upload any stored Offline transactions you will be liable for any losses you sustain because a signed receipt could not be provided to your acquiring bank.

In some cases, the terminal may prompt for PIN entry if a chip card is used. In these instances, a signature is not necessary and a signature field will not appear on the receipt.

Why do I have to store the receipts in a secure, locked location?

To enable your bank to recover transactions that may be lost due to terminal failure your customer’s full card number is printed on the merchant copy of the receipt. This is highly sensitive card data and must be stored securely.

How many offline transactions can I process?

  • The maximum dollar amount allowed per offline transaction is $300
  • The maximum number of offline transactions that can be stored is 200
  • The maximum dollar amount per terminal while in Offline Mode is $5000
  • Only one offline transaction per card, per account, per offline session is permitted on each terminal

Why won’t some chip cards work in Offline Mode?

This is dependent on the rules the issuing bank has applied to the card e.g. the card issuer may have set a lower transaction limit or limited the card to a specific number of offline transactions. Once these limits have been exceeded the card will decline subsequent offline transactions.

Some cards do not support offline transactions:

  • Amex credit cards
  • Diners credit cards
  • Proprietary cards e.g. gift cards, Farmers card, etc.

Can a Settlement be processed in Offline Mode?

All offline transactions must be processed before a settlement is attempted. If a settlement is attempted in such a situation the terminal will display Invalid Offline Trans.

A successful Logon is required to begin uploading the captured Offline transactions. If a settlement is attempted after an approved Logon the terminal will automatically upload the Offline transactions then perform the settlement.

What do I do if my terminal has a fault or becomes inoperable while it has stored Offline transactions?

Contact EFTPOS New Zealand Technical Support to confirm if your terminal issue can be resolved. If not, we will ask you for copies of the signed Offline receipts and, with the help of your acquiring bank, we will assist you in processing these transactions.

If you are unable to provide these receipts you will not be able to process these transactions and you will be liable for any losses sustained as a result.

What should I do if my terminal keeps going into Offline Mode?

Contact EFTPOS New Zealand Technical Support.

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