United Petroleum

CONSOLE OPERATORS
Induction Training Package 2011

Module 5. United Card

Contents: Module 5

5.1 United Card types

5.2 United Fuel Account Card
5.3 United Pre-Paid and Gift Card
5.4 United Community Card
5.5 United Taxi & Courier Reward Plus Card
5.6 Processing UnitedCard, Pre-Paid & Gift Card
transactions
5.7 Processing Returns/Refunds
5.8 Loading a new Gift Card
5.9 Checking the Balance on a Pre-Paid or Gift Card
5.10 Processing a Community Card
5.11 Troubleshooting and Error Messages
5.12 Interactive Voice Response System (IVR)

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Module 5. United Card- Card Types

United Fuel Cards
As part of the United Petroleum network of Fuel & Convenience stores across
Australia we actively promote and accept the United range of Fuel and Loyalty
cards. There are 4 types of cards available at present and United are constantly
developing innovative concepts to increase our coverage and improve business
prospects. These cards are; -

o
o
o
o

United
United
United
United

Fuel Account Card

Prepaid Card
Gift Card
Community Card

The UnitedCard offer is a great way to establish a loyal customer base and ensure
repeat business.
The Community Card enables us to grow that customer base and establish an
active participation in the local community and further reward our customers for
their choice of fuel outlet.
It is vital that you become well versed in the operations of the UnitedCard and
constantly alert the customer as to the benefits of the card.
United Fuel Account Card

The United Card is a monthly fuel card account to purchase fuel over 300 United
network retail sites nationally. Depending on the permissions placed on the
account, it may be used to pay for Petrol, LPG and even retail products.
Customers are able to charge their purchases to their United Card and then need
only deal with one convenient monthly consolidated invoice with a detailed
purchase summary.
There are two types of United Fuel Card applications; individual credit applications
and commercial credit applications
Individual customers
Dont need to have an ABN
Target audience is any customer over 18 and employed who has a need
for a monthly fuel card
Charge all purchases to the United Card and receive one monthly
consolidated audit.
Perfect for individuals or families, as multiple cards can be linked to one
account- one card for mum, one for dad, one for each of the kids!
Payment by direct debit
Individual PIN security for each card
Small $6.95 monthly fee per card
Myer points- 1 point for every dollar spent over $30 in a single
transaction, on presentation of Myer One Loyalty Card

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Commercial Customers
Registered businesses with an ABN or ACN
Target audience is trucking companies, couriers, fleet vehicles or
businesses
Separate credit application to Individual customers, as they have different
credit terms
Competitive $4.95 monthly fee per card
Each driver can have their own card, and Fleet Manager is provided with a
monthly consolidated invoice
Payment by direct debit
Can be used for fuel or shop product at more than 300 United locations
Cant apply Myer One points to Commercial purchases
There are many benefits to the account holder when choosing the United Fuel
Card, these include; -

o Competitive Pricing Access to Uniteds National Network of over 300

sites

o Commercial and Personal cards available In the past, only ABN

o
o

o
o

holders have been able to apply for a United Card. We are happy to
announce that individuals are now able to apply for a United Card
Fees & Charges There is no establishment or transaction fee when
using the United Card. The only fee is a small monthly fee of $4.95 for
commercial accounts and $6.95 for Individual accounts
Multiple cards for one account Multiple cards are able to be linked to
one account, with individual permissions on each. Fleet Managers are able
to monitor multiple drivers with one account, and parents are able to
supply family members with their own individual cards.
Account Management The account can be accessed online which can
supply live data to a Commercial Fleet Manager; invoices/statements can
be easily obtained; new cards can be ordered and pin numbers changed
Information Capture Important information such as supply location
name, card number, product description, quantity purchased, price of
items purchased, date and time of purchase, docket number of
transaction, odometer reading, vehicle registration number and GST paid.
Cards can have individual pin numbers if required.

It is very important that application forms for both cards are clearly
displayed on the front counter and fully stocked. Staff should be actively
suggesting the United Cards to regular customers, and should be able to
answer any customer questions about the cards of the application forms.

Commercial Application Form

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Individual Application Form

Module 5. United Card

United Pre-Paid & Gift Card

Prepaid cards and Gift Cards work in the opposite way to the United Fuel Card.
Unlike a United Fuel Card, a Gift Card or Prepaid card must first be loaded with
money, and is only then valid to use as payment for products at United outlets.
A loaded Prepaid Card or Gift card provides customers with great peace of mind,
without the risk of overspending.
Both Pre-paid and Gift Cards can be purchased directly from UnitedCard by
contacting them either online or by phone on 1800 FUELUP (1300 383 587).
When purchased from Head Office the maximum purchase up to $1000.
Gift Cards can also be purchased direct from participating United Fuel &
Convenience outlets. Benefits include; o Maximum value available up to $100 from United Sites
o Balances for both cards can be obtained at participating United outlets
o Pre-Paid cards can be re-charged at United Head Office
Ordering Gift Cards
If you require a supply of Gift Cards please contact United Card 1300 383 587.
Community Card

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The United Community Card is a loyalty program that encourages customers to

keep coming back to United stores. The Community Card is NOT a form of
payment. Customers must still pay for their purchase using Cash and all Credit
Cards. Community card cannot be used in conjunction with any other loyalty
program or United Card unless agreed by UnitedCard Management. They are then
able to use their Community to accumulate their benefits.
How does it work?
o Community Cards can be obtained by contacting UnitedCard either online
or by phoning 1300 FUELUP. They can not be activated at a site, however
we recommend that you suggest them to regular customers as a way of
giving back to your community

o Customers using a Community card have been asked to nominate a

particular organisation- it may be a school, a local community group,

charity or other organisation

o For every litre of fuel purchased United Petroleum will donate one cent to
their nominated organisation when they swipe their Community Card.

o The funds will continue to accumulate each month and United Petroleum
will make a donation once the amount exceeds $100

What does the future hold for UnitedCard?

United Taxi & Courier Reward Plus Card (yet to be launched)

This card will be specifically designed for Taxi & Courier drivers. It will offer a
rebate cent per litre that is directly credited into the Taxi Companys bank
account. The offer will be for LPG, Petrol and Diesel only. Banking details for each
participant are collected through the card application and rebates are paid every
month by EFT.

TAXI & COURIER REBATE

Cents per litre (CPL) (inc gst)
State

Gas

Petrol

Diesel

VIC

3c
4c
5c
2c

3c
4c
-

2c
3c
4c
2c

TAS
NT
SA

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CARDS ACCEPTED BY UNITEDCARD

UNITED CARDS

These are only some of the Community

Card styles circulating.

PROCESSED THROUGH

OR
IVR if UnitedCard or Manual Voucher
ADDITIONAL INFO
All of the cards with branding are processed
according to the terms and conditions supplied
by UnitedCard

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Module 5. United Card Processing UnitedCard, Pre-Paid &

Gift Card transactions
Description

Terminal Display

To access this main terminal screen, press ENTER

To process UnitedCard, swipe the card as shown on the top of the terminal.
DUPL Reprints the last UnitedCard transaction
APIN Allows a UnitedCard holder to alter their PIN.
MANU This function is not enabled.

SWIPE CARD
DUPL

APIN

MANU

To access the second screen, press ENTER again.

TOTL Prints the total amount of sales since the last TOTL action
EODT Provides a total of all UnitedCard transactions for the day, since
the
last time EODT was pressed. Similar to Settlement function.
Step 1: T o process UnitedCard swipe the card as shown on the top of the
terminal.

SWIPE CARD
TOTL

EODT

Step 2: After swiping the UnitedCard to process a transaction this

screen will be displayed while the terminal connects with the server.

PLEASE WAIT

Step 3: T o process a sale press 1.

ACCOUNT CARD

The terminal will also allow transactions to be refunded (see Page 10 for
instructions ).

1 = SALE
2 = REFUND

Step 4: If the Card has a PIN, Customer now types their PIN and ENTER,
This screen wont display if the card has no PIN

ACCOUNT CARD SALE

The PIN for a Gift Card can be found on the back of the card.

ENTER CUSTOMER
PIN:

If the PIN is incorrect then the error message DECLINED 59 INCORRECT

PIN will be displayed.

Step 5: Choose the appropriate fuel type or transaction.

ACCOUNT CARD SALE

If the fuel type or other purchase is not displayed in the first screen, press
6 to display more options, including car wash and shop items.

1
2
3
4
5
6

Screen 2 displays these additional items

ACCOUNT CARD SALE

Pressing 6 = More will take you back to the first screen which is
shown above

1
2
3
4
5
6

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=
=
=
=
=
=

=
=
=
=
=
=

Plus
ULP
Diesel
LPG
PULP
More

Pre 98
Lubes
Car Wash
Shop GST
Shop no GST
More

Description
Step 6: Enter the number of litres that have been purchased then
ENTER
Record the total amount including two decimal
places; f or example if the customer has purchased
22 litres, press 2 2 0 0 and 22.00 will be displayed
on the screen.
Step 7: Enter the amount of the transaction in dollars and cents and press
ENTER

Terminal Display
ACCOUNT CARD SALE
ENTER LITRES:
22.00
ACCOUNT CARD SALE
ENTER AMOUNT:
$28.90

Step 8: The Terminal will ask if there is another purchase that needs to
be entered- for example, if they have bought Fuel AND Shop product
If YES; Press the green ENTER key
If NO; press the yellow CLEAR key

ACCOUNT CARD SALE

ENTER ANOTHER
PRODUCT?
ENTER = YES
CLEAR = NO

Continue to enter each of the transactions by following the card prompts

in steps 5 7 as shown above

ACCOUNT CARD SALE

Step 9: Once all the items for the sale have been recorded, the odometer
reading can be entered.

ENTER ODOMETER:

Always, ask the customer to provide their odometer reading and press
ENTER. If the odometer reading is not required, or if the customer chooses
NOT to enter a reading, simply press ENTER- do NOT enter filler
numbers eg. 12345

ACCOUNT CARD SALE

Step 10: The Terminal will process all the transactions. If all
transactions are successful, you will see the following

ACCOUNT CARD SALE

APPROVED
PRINTING
RECEIPT

Step 11: If a card has a pin, this is the final screen that is displayed to
confirm that the transaction is approved and that the customers receipt is
printing.

ACCOUNT CARD SALE

APPROVED
PRINTING RECEIPT

Step 12: If a card doesnt have a pin then once the sale has been
approved, the customer needs to sign the receipt so the operator can
check the customers signature against the signature on the card.
If the signature is correct, press ENTER and a receipt will print for the
customer.
If the signature is not correct, press CLEAR and the sale will be declined.
NOTE: If the operator does not press ENTER to approve the signature, then
. the screen will timeout and the transaction will be declined
.
NOTE : You MUST check the customer copy, to confirm the transaction is
approved. If the operator fails to press enter button to verify customer
signature the transaction will get declined
Once the Customer copy is approved the Transaction is successfully
recorded and final screen will be displayed as shown in step 11.

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ACCOUNT CARD SALE

VERIFY SIGNATURE
ENTER = YES
CLEAR = NO

Module 5. United Card- Processing Returns/Refunds

Before a refund can proceed, be sure the customer has their original transaction
receipt. Information from the receipt will be needed to cancel a transaction. If a
customer is unable to provide you the receipt, please apologise and explain that
you can not proceed with the refund

Description

Terminal Display
ACCOUNT CARD

Step 1: Swipe the customers United Card, and press

2 to start a refund

1 = SALE
2 = REFUND
ACCOUNT CARD REFUND

Step 2: You will need the authorisation code and amount of

the original transaction to process a refund

ENTER AUTH CODE:

The authorisation code is a 6 digit code that is f ound on the bottom right had
corner of the original receipt. Enter this number and press ENTER

ACCOUNT CARD REFUND

Step 3: Enter the exact amount of the transaction including cents and
press ENTER.
You cannot partially refund a transaction.

ENTER ORIGINAL AMOUNT:

ACCOUNT CARD REFUND

Step 4: The terminal will check that a transaction of this amount and for this
authorisation number exists against the card. If it does then the transaction
will be approved.

PROCESSING
PLEASE WAIT
ACCOUNT CARD REFUND

Step 5: If the transaction refund is approved, the terminal will print a receipt
confirming the refund.

APPROVED
PRINTING
RECEIPT

Step 6: The customer must sign the receipt to confirm refund. Once done
press the ENTER key to finalise the transaction.

ACCOUNT CARD REFUND

VERIFY SIGNATURE
ENTER = YES CLEAR = NO

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10

Module 5. United Card- Loading a New Gift Card

Remember, before a customer is able to use a gift card, it MUST be loaded
with credit and paid for. Do not provide customers with blank unloaded Gift
cards

Description
Step 1: Select a NEW blank Gift card from the counter.
Swipe it through the terminal. T o load money onto a
NEW gift card press 1.

Step 2: Enter the dollar amount requested by the customer, then press
ENTER.
The maximum load amount is $100.

Step 3: The terminal will connect to the server to authenticate the Gift
Card. If successful the terminal will print a Merchant Receipt.

Terminal Display
GIFT CARD
UnitedCard Gift Card
1 = LOAD
GIFT CARD
UnitedCard Gift Card
ENTER AMOUNT
$0.00
GIFT CARD
UnitedCard Gift Card
PROCESSING PLEASE WAIT

Step 4: Once the Merchant receipt is printed, customer must sign the
copy. Press ENTER to verif y the signature and complete the
transaction.
NOTE : Press CLEAR to cancel the transaction at this stage.

Step 5: If the load is successful the screen will show APPROVED, and a
Customer Copy receipt is printed.
NOTE : It is important to check that the CUSTOMER COPY of the receipt
says APPROVED 00. if its says DECLINED, then you must attempt the load
again.

GIFT CARD
UnitedCard Gift Card
VERIFY SIGNATURE
ENTER = YES
CLEAR = NO
GIFT CARD
UnitedCard Gift Card
APPROVED
PLEASE WAIT

NOTE : If you swipe a new Gift Card and the terminal shows INVALID
CARD, then please try a different Gift Card. You must notify UnitedCard of
the invalid card number so we can resolve the issue.
NOTE : Please advise customer to wait at least two hours after
activation before processing a sale on a Gift card.

Checking the balance on a Gift Card or Pre-Paid card

Once a customer has loaded money onto a Gift Card they are able to get an up to
date balance in any United site.

Description
Step 1: Swipe the customers card through the
terminal to access this screen. Press 2 to access the
customers balance. The system will print a receipt for
you to present to the customer.

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Terminal Display
GIFT CARD
UnitedCard Gift Card
1 = SALE
2 = BALANCE

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Module 5. United Card- Processing a Community Card

All sites that have a UnitedCard Terminal will be able accept Community Cards. If
you do not have a UnitedCard Terminal, then you may use the Community Card
Manual Recording Sheet available in your store. Community cards cannot be
processed through IVR (Interactive Voice Response)
There is no facility to reverse a community card transaction in the case of
operator entry error. Please contact UnitedCard Merchant Support if you enter
an incorrect transaction.
UnitedCard have taken all reasonable steps to ensure that Community Cards are
loaded. In the unlikely event that you are presented with a Card that is
unrecognised, please contact UnitedCard Merchant Support.
Remember: Community Cards are NOT used to PAY for a purchase. They
are used to accumulate benefits AFTER the purchase has been fully paid
for.

Description

Terminal Display
COMMUNITY CARD

Step 1: After customer has paid for their purchase,

swipe their Community Card through the Terminal.
Use the number keys to select the product they
purchased from the list displayed.
Note: Community Cards can only be used for FUEL
purchases. Shop purchases do not accumulate
benefits

1
2
3
4
5

=
=
=
=
=

Plus
ULP
Diesel
LPG
Premium 95

COMMUNITY CARD
Step 2: Enter the Litres sold, then press ENTER

ENTER LITRES:
$0.00
Step 3: Press CLEAR to complete the transaction

COMMUNITY CARD
ENTER ANOTHER
PRODUCT?
ENTER = YES
CLEAR = NO
COMMUNITY CARD

Step 4: W ait for the Terminal to print the confirmation receipt

APPROVED
PRINTING RECEIPT..
COMMUNITY CARD
Step 5: The Terminal will print a Merchant Receipt and request you to verify
the signature.
VERIFY SIGNATURE
It is important you press ENTER at this step otherwise the transaction
will not be accepted.

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ENTER = YES
CLEAR = NO

12

Step 6: If the transaction is successful, the screen will show APPROVED and
the terminal will print a Customer Copy receipt with the code APPROVED 00
showing.
Please ensure Customer Copy properly displays this code.

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13

Module 5. United Card- Troubleshooting and Error Messages

Sometimes there may be an error when using United Cards, whether due to
technical issues, operator or customer error. Use the following list to recognise
the potential errors messages, steps to take to fix them, and what to do if you
are unable to rectify the situation yourself.
If you are unable to accept a United Card as payment for any reason (technical
issues, or error messages) call 1300 383 587 during business hours whilst the
customer is there. We have received complaints from customers who have been
unable to use their United card, and did not have a call placed. In most
situations, we can assist you with the customers card while they are still in the
store with you. Always remain polite when asking a customer for an alternative
method of payment.
If you or a customer need to contact United Card Merchant Support, you can
contact them on 1300 383 587. When prompted, press Option 1
CODE
03

X0

XT

Z7

TERMINAL MESSAGE
Terminal Unavail

No Reponse

NO MANUAL ALLOWED

No EFT Server

Retry the transaction

If problem persists, call UnitedCard
immediately
Take Manual Voucher

The card MUST be swiped.

If Card cannot be swiped, call

UnitedCard immediately for
authorization

o
o

Is the PC turned on?

Is the network/Internet working on the
PC?
Is the terminal connected to the PC?
Check cables and power

Z1

No Dial Tone

Action
Ring UnitedCard Support
Take Manual Vouchers until advised

If all of the above are YES and it is still

not working, call UnitedCard Support

o
o

Is the PC turned on?

Is the network/Internet working on the
PC?
Is the terminal connected to the PC?
Check cables and power

If all of the above are YES and it is still

not working, restart PC and then call
UnitedCard Support

12

INVALID CARD

Take alternative payment

Advise customer to contact UnitedCard

13

UNSUPPORTED CARD

Take alternative payment

14

NOT MATCHED

Refund could not be completed

Check that you have not already

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14

15

ALREADY REFUNDED

refunded this transaction, or entered an

incorrect code.
Try again
Refund could not be completed

Check that you have not already

refunded this transaction

36

CUST RING UCARD

Take alternative payment

Advise customer to contact UnitedCard

38

INACTIVE CARD

Take alternative payment

Advise customer to contact UnitedCard

39

INVALID QUANTITY

Repeat the transaction

Take care to enter the correct litres and
amount

40

SAME PROD NOT ALLOWED

Repeat the transaction

You cannot enter two identical
transactions

51

CUST RING UCARD

Contact UnitedCard during Business

Hours
If after Business Hours, take a manual
voucher of the transaction and fax it to
(03) 9413 1467

52

MAX LOAD $100

Check amount loaded

Repeat the transaction with an amount
less than $100

53

WAITED TOO LONG

Check customer receipt to ensure it

was DECLINED.
If DECLINED, then repeat the
transaction

54

SIGNATURE ERROR

59

INCORRECT PIN

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Check customer receipt to ensure it

was DECLINED.
If DECLINED, then repeat the
transaction
Repeat the transaction, asking
customer to reenter their PIN

15

Module 5. United Card- Interactive Voice Response System

(IVR)
If your site does not have a UnitedCard Terminal, or if your Terminal is not
working, you are able to use our automated telephone IVR system to process
UnitedCard transactions
1. You must have the customer there with you before you call the designated
phone number. Some customers have a PIN on their card, so you must have
them enter the PIN at the requested time.
2. Fill out a Manual Voucher with the details of the card number, amount and
quantity of fuel purchased. The customer needs to sign the voucher after you
have successfully processed the transaction through IVR.
3. Each State its own telephone number. Call the local number for your State.
VIC/TAS

03 9015 7242

NSW

02 8214 6545

SA

08 7421 5864

QLD

07 3301 1898

WA

08 6364 6209

ACT

02 6101 9932

4. Follow the IVR voice prompts using the flow chart supplied (see next page), if
necessary. If the card is active and the transaction has not exceeded the
account's credit limit, you will be given a 6 digit authorisation number. Write
this authorisation number on the voucher AND get the customer to sign the
voucher. Hand the customer copy to the customer.
If you do not receive an authorisation number, it means the transaction was
not successful and you will need to call IVR back to record the transaction
again.
5. There is no need for you to send the manual voucher to UnitedCard Head
Office. Just keep both remaining copies on site.

If you experience any problems with the IVR, please contact UnitedCard Merchant
Support on 1300 383 587 during business hours.

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16

STEPS FOR USING IVR

Notes

1
2

5
6

10

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The Manual Voucher Number is the

6 digit number printed on the top
right of the voucher.
Only UnitedCard Account Card and
Norvac Cards are accepted
through IVR.
Prepaid and Gift Cards must be
processed by calling UnitedCard
Head Office.
Community Card transactions must
be entered onto the Manual
Recording Sheet.
Only cards that are ACTIVE will be
allowed. The IVR will repeat back
the numbers entered. Check
these carefully against what you
entered before proceeding.
If the card is NOT ACTIVE, you
must take alternative payment
from the Customer.
Some customers have a 4 digit PIN
loaded on their card. When
prompted, the customer must
enter their PIN. The customer
must be present when you call the
IVR.
Product numbers must always be
entered as 2 digits.
When recording the dollar
amount, the * key is used as a
decimal point. You must press the
# key to end.
When recording the litre quantity,
the * key is used as a decimal
point. You must press the # key
to end.
After entering amount and
quantity, the IVR will check
whether the values entered are
within acceptable ranges.
The odometer is optional and a
maximum of 6 digits. You must
press the # key to end. If there is
no odometer reading to enter, just
press #
You can enter more than one
product in a transaction. Please
note these products must be on
the same card.
If your transaction is successful,
you will receive a 6 digit
authorisation number. This
number must be recorded on your
Manual Voucher.

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