CenPOS FAQ for cashiers

What if the power goes out to the computer?

If you have more units on site, login to another computer if possible.
In most cases you'll follow the same procedures as you did in the past. Your options are:

Call for voice authorization/ force transaction
- An imprint of the card is required to prove that the card was present to protect the merchant from chargebacks.
- If you do an auth, make sure you login later and do a FORCE, entering the original transaction auth code.
Have someone login remotely and enter the transaction via https://www.cenpos.net. This will be a MOTO transaction.
Use a back-up dial up terminal if you have one.

To re-establishing connection after power loss when computer does power down, follow normal daily start up procedures. If the terminal reads Host port “COM1, RS232,” you must reset the terminal by holding down 1, Cancel, and Enter on the pin pad until the terminal restarts.

What if the power goes out to the terminal only? Procedure to re-establish connection after power loss where computer does not power down; power to the terminal is unplugged while the computer is on:

Verify you have a good USB connection. This can be identified by reading the scrolling text and looking for “Host port COM1, USB”. If the terminal reads Host port “COM1, RS232,” you must reset the terminal by holding down 1, Cancel, and Enter on the pin pad until the terminal restarts.
Close Virtual Terminal Bridge
- The Virtual Terminal Bridge is located in the system tray to the left of the clock with this icon $C:\VirtualTerminalBridge\res\vtb\images\vton.gif$ . Right click the icon and select “Exit”
Verify that CenPOS in your browser is closed and is not running in any other window, and that the terminal is scrolling as instructed in Step 1.
Locate the Virtual Terminal icon (CenPOS VT) on your desktop and double click.

This will re-launch the Virtual Terminal Bridge and navigate you to the CenPOS login screen. At this point the screen on the terminal should have turned black. Once log in is completed. The terminal will read “Welcome” and once sale is selected “Please swipe card.”
If this does not happen or there is an error message please contact Advance Product Support at 1-877-630-7960

Can I do a return to a debit card?

if the customer is present and the previous transaction was pin debit, you can return to the card as a debit but the customer must enter their pin number. Because the funds are immediately drawn from the merchant account, usually only an administrator can perform this transaction.
if the card is not present, or the prior transaction was run as a credit (ie did not use their pin number), the return is done as a credit.

How long does it take for the customer to get a refund?

See above for pin debit returns- same day.
Technically, the funds are available next day for credit cards after the batch is performed and the transaction goes through the processing cycle. However, the CARD ISSUING BANK, sets the rules for refunding the card. In most cases, refunds are credited back to the card in 1-5 business days. Merchants have no control over this. So if a customer has a problem, ask them to call the help number on the back of their credit card and ask them if they will release the hold on their funds.

I forgot my password- who do I call? Your on site administrator has access to issue a new one for you. No one can retrieve your password. A new one will be created and you'll need to update it when you login the first time.

How do I batch out manually?

At this writing, the cashier cannot perform that function. The system will batch you out automatically every day, at the time administration has set in the system.

What if I get a Last 4 Digits Do Not Match/Mismatched Digits message? . To ensure that you didn't enter the wrong number, try to run the transaction once more. If your terminal displays the same warning, call the Voice Authorization Center for the card type you have and tell the operator that you have a "Code 10" authorization. A request for a "Code 10" authorization tells the operator that a suspicious transaction is taking place. If you can't speak freely, the operator will read a list of possible problems with the card so you can answer yes or no and avoid alerting the customer. You should attempt to stay on the line and keep the card until the authorization is complete. If the authorization is denied, follow the instructions the operator gives you. If the card is fraudulent, do not attempt to apprehend the card user. If the operator instructs you to retain the card, attempt to do so peacefully. Follow any specific instructions the operator gives, unless they put you at risk.

What if an elephant stomps on my signature capture terminal and it breaks? If you have a spare on site, plug it in. Terminals are not keyed to specific computers. The pinpad encryption IS programmed to certain specifications for your account, so you cannot buy a used terminal from any source and simply plug it in. You can however send any unit to an authorized facility for proper encryption injection, usually for about $25. Contact your merchant services provider to arrange a replacement or for encryption key instructions.

How can I find out more about CenPOS? Call Christine at 954-942-0483.