Ingenico DESK 3500 Guide (Elavon)

Get Started

What's in the box?

Ensure you have the following items included with your terminal:

• 1x Ingenico DESK 3500 countertop card machine
• 1x Magic box cable (connected to terminal)
• 1x Power cord
• 1x Ethernet cable

You will also need the following information:

• Merchant ID Number
  This is the “MID NUMBER” that you can find on any Retail Merchant Services correspondence or email communication.

Hardware setup

1. Set up your Desk 3500 card machine in a convenient location close to a power source and an Ethernet socket or telephone socket.

2. To connect an Ethernet cable, connect one side to your Ethernet output or router and the other side to the ‘ETH’ socket on the Magic box.

3. Finally, connect the power supply unit into the power socket on your magic box and to the mains power.

4. After a short initialisation process, the terminal will display READY or an idle logo.

Function & menu keys

a. F1-F4 Keys - Function keys enable scrolling up and down through menus and selecting options.

b. Menu Key - To enter the application menus, press the MENU key from the READY prompt. Pressing this key again moves to the next menu (if available).

c. Correction Keys - When entering numbers or letters, the yellow CLEAR button deletes one character at a time, whilst the red CANCEL button deletes the entire line (this key also cancels transactions).

d. Confirmation Key - The green ENTER button is used to confirm anything that has been typed into the terminal.

e. Paper Feed - To test the feeding of the paper through the printer, press and hold.

f. Reboot Terminal - To reboot the terminal hold down CLEAR and ‘ . ’  simultaneously.

Software setup

1. Switch on the terminal by holding down ENTER.

2. You will now be prompted to enter your Merchant ID Number. Key in your MID Number and press ENTER. A download will then begin.

3. Once you have successfully installed your Terminal the MID Number will be displayed on screen. You are now ready to start taking card payments.

4. Make a 1p transaction on your personal card to ensure the setup has been successful. Follow the steps in Sale transaction section to do this.

Note: This test transaction must be made by inserting your card and entering your PIN, not a contactless transaction.

Supervisor Code

The Supervisor Code is designed to limit access to the Supervisor Functions configured for certain transaction types or access to certain Function Codes on the card machine.

If you forget your code, please contact the Customer Support who will be able to provide you with a temporary code and allow you to reset it to a new value.

Default Supervisor Code is 0000.

Sale transaction

1. A sale transaction may be initiated from the idle screen, by keying in the transaction amount and pressing ENTER.

2. Follow the terminal prompts to Insert/Swipe/Present the customer’s card.

Note: You will only be given the option to present the customer’s card if the transaction value is below the maximum Contactless payment limit.

3. Insert/Swipe/Present the customer’s card using the terminal or alternatively key in the card number on the terminal. The customer must enter their PIN code if requested.

Important: Never ask the customer to divulge their PIN. The terminal will now reach the acquirer for authorisation.

4. If the transaction is authorised then an ‘Auth Code’ will be displayed and printed on the receipt.

5. The terminal will print two receipts. The Customer Copy will be printed first, then once you press ENTER the Merchant Copy will be printed.

Contactless sale

1. From the idle screen, enter the sale amount for the transaction and press ENTER.

2. A contactless symbol will be displayed if the amount entered is below the maximum contactless limit.

3. The cardholder should present their card over the contactless symbol on the terminal display. The terminal will then print the Merchant receipt.

4. If the customer requests a receipt, this must be done before the next transaction takes place. From the idle screen, press the decimal point key to print a customer receipt.

Refund transaction

1. From the idle screen, press the MENU button  , then choose REFUND and press ENTER.

2. Key in the refund amount and press ENTER  .

3. Once the customer's card is presented, you will be prompted to enter your Supervisor Code.

4. The terminal will dial out to the acquirer for authorisation. If the refund is authorised then REFUND ACCEPTED will be shown.

5.The terminal will print the merchant copy which the customer must sign.

6.Check the signature on the merchant copy with that on the card. If the signature is valid, press ENTER, otherwise press CLEAR. The terminal will then print the customer copy.

Customer not present (CNP) transaction

A payment made where the cardholder does not, or physically cannot, present their card to you at the time of purchase.

1. From the idle screen, press MENU and then select CNP.

2. Select either Sale or Refund (depending on what you want to process).

3. Enter the Sale or Refund amount, then press ENTER.

4. When prompted to 'present, key in or insert the card', type the long card number into the card machine using the number keys.

5. Key in the Expiry Date. The format for this will be MM / YY. Then press the ENTER.

6. Key in the card security code (CSG), then press the ENTER.

7. Key in the numbers from the customer's postcode. E.g. if the postcode is 'MK9 1NJ', you would enter '91'. Then press ENTER.

8. Key in the numbers from the customer's address. This will only be the 1st line of the address and a house or flat number.

Note: If the customer doesn’t have a house / flat number, you will just press ENTER to get to the next step.

If your business takes a lot of CNP transactions, you may find a Virtual Terminal to be a more useful method of taking payment.

End of day report

1. To access the reports menu press the MENU button, until the System Menu is displayed.

2. Select Totals/Reports.

3. Enter your Supervisor Code.

4. End-of-Day-Banking will be highlighted; press ENTER to select.

5. The terminal will either go online to the acquirer to confirm the totals before printing the report, or will print out a report showing the totals.

End-of-Day-Banking should be performed every day as this is your confirmation of the transaction totals that have been sent to the acquirer.

Batching timescales

Once you’ve completed your End of Day banking report, it will be sent to the acquiring bank to be processed and paid into your bank account. The settlement timescales are as follows:

Standard settlement
2-3 working days

Same Day Settlement

Batch Time

11.01 pm - 4.00 am
4.01 am - 3.00 pm
3.01 pm - 11.00 pm         

Funds Received

Before 11.00 am start of business

Before 7.00 pm same day

Before 11.00 am next day

If you would like Same Day Settlement added to your account or are unsure if you have it, please contact our Customer Support team.

Auto end of day report

Also known as ‘auto-batching’, this enables your card machine to bank the transactions listed on your End of Day report at a set time each day. You can choose a specific hour in the day when this is performed e.g. 17.00-18.00 daily.

The batching timescales for receiving funds are the same as if you ran your End of Day report manually:

Standard settlement
2-3 working days

Same Day Settlement

Batch Time

11.01 pm - 4.00 am
4.01 am - 3.00 pm
3.01 pm - 11.00 pm         

Funds Received

Before 11.00 am start of business

Before 7.00 pm same day

Before 11.00 am next day

Your card machine will not be pre-programmed with this function but setup can be requested by contacting our Customer Support team.

X and Z reports

These reports allow you to print out a statement of which transactions have been made on your card machine regardless of your End of Day report being run or not.

This feature is typically used by businesses that operate by shift work. E.g. you may be a restaurant that opens for a separate lunch and dinner sitting and want to know how much is taken in each sitting.

X report – ‘Mid shift’

The X report is intended to be mid-shift snapshot of what has transacted on the card machine from the beginning of the shift until the present moment.

• • Prints out every transaction that has or hasn’t been batched.
  • The totals will remain on the card machine.

 
Z report – ‘End shift’

The Z report is intended to be an overview of the card machine’s entire shift from open to close.

• • Prints out every transaction that has or hasn’t been batched.
  • The totals on the card machine will be reset to zero.

Note: This will not remove the totals from the End of Day report. For both X & Z reports you will still need to run your End of Day report in order to receive your funds. 

Your card machine will not be pre-programmed with this function but can be requested by contacting our Customer Support team.

Replacing the paper roll

1. Hold the terminal firmly.

2. Open the paper roll compartment by hooking your fingertips under the flap at the rear of the terminal and gently lift away from the terminal body.

3. Remove the paper roll or used spool from the compartment.

4. Unwrap the silver foil from the paper roll or unstick the end of the paper roll if it is not wrapped in foil.

5. Place the paper roll into the compartment with the loop at the bottom.

6. Ensure that the paper roll end is at the front of the compartment.

7. Lift the compartment lid forward whilst holding the top of the paper roll.

8. Ensure that the paper roll end is outside the compartment and gently close the lid trapping the paper roll between the rollers.

9. While on the idle screen press and hold the PAPER FEED button to ensure that the paper feeds correctly.