What You Will Learn in This Guide
Upon receiving your training from the GHL Team on how to set up the terminal, this guide will teach you how to configure your BackOffice settings correctly.
Important Notes
Your StoreHub POS app must be on version 1.68 or newer.
A stable network connection is needed for the GHL payment terminal to function consistently.
If you connect the device to your StoreHub WiFi network, ensure it is located near the router.
If you connect the device to using Ethernet, ensure to connect to the router using LAN cable.
If you connect the device using a SIM card, please ensure the network provider has strong coverage in your area.
For the integration to function as intended, the device must remain on the 'main screen' and not on any other screen.
To ensure that there is no spacing in the MID and TID updated.
How to Enable GHL Payment in the BackOffice
1. First, you must create a new payment option in your BackOffice
2. Go to Settings drop-down menu, then click Payment Options
3. Then click the + Add Payment Option button on the top right of the page
4. Insert any name for the payment option (Example: GHL, Terminal, etc)
5. Then the rest of the options should look like this:
Type: Payment Terminal
Payment Terminal Provider: GHL
Payment Terminal Type: Nexgo N5
Stores: The name of the store that uses the terminal
Register: Your main register or any register that performs checkouts
Merchant ID Number (MID): Locate this on your GHL terminal
Terminal ID Number (TID): Locate this on your GHL terminal
Locate your MID & TID displayed on the payment terminal (with the purple banner)
Fill up the New Payment Option on your BackOffice like this:
6. Click Save This is then given to the latest
How to use GHL on your POS
1. On your POS, tap Sync to ensure the new payment option appears
2. When completing a transaction and selecting a payment option, choose the GHL option you've just added
3. Check the GHL terminal - a new screen will appear asking for a payment input (card swipe, tap, or insert / QR scan / Manual Input)
For the integration to function as intended, the device must remain on the 'main screen' and not on any other screen.
4. Once the customer has paid, a Merchant's copy of the receipt will be printed from the GHL terminal
5. On your StoreHub POS, a page will indicate that the transaction is complete and a customer receipt will also be printed.
6. To locate the transaction in your POS, go to the menu, then tap Transactions - all transactions paid via the GHL terminal will have the PAYMENTTERMINAL tagging.
Watch these videos to see how payments are done:
Payment using Card or Virtual Card:
Payment using QR Code:
Error Codes
1. Transactions can sometimes fail - when that happens, you'll see error codes appear on your StoreHub POS. Each code signifies different reasons for a failed transaction.
Here are some common error codes you may encounter:
Code | Message | Root Cause | Action Required |
C1 | Card not supported |
|
|
C7 | Transaction cancelled |
|
|
21 | Transaction rejected |
|
|
22 | Transaction declined |
|
|
56 | Transaction exceeded |
|
|
61 , T7 | Daily limit exceeded |
|
|
82 | Credit limit exceeded |
|
|
T6 | Insufficient balance |
|
|
XM | Transaction Failed |
|
|
Payment timeout
1. This happens when a card, QR or e-wallet is not presented within 60 seconds
2. To resolve this, on StoreHub POS, tap Retry Payment
3. OR tap Try Something Else and select a different payment method on POS
4. Alternatively, after tapping on Try Something Else, the cashier can also tap Approve Manually. Cashier then inserts note regarding reasons for approving manually
5. Transaction is then complete.
Transaction Cancellation
1. If you need to cancel a transaction, please perform the cancellation within the same working day before the GHL payout settlement is disbursed to you. This way, GHL will refund the customer in full.
2. If a cancellation is done after the day's settlement, you will have to refund your customers at a loss due to the Merchant Discount Rate already being paid to GHL.
3. All cancellations should be done on the StoreHub POS - go to the POS menu, then tap Transactions.
4. Tap on the transaction you wish to be cancelled, then tap Cancel Transaction
5. A warning will appear indicating the payment will be refunded in full by GHL - Tap OK to confirm.
6. Select a reason for Cancellation then tap Confirm.
If cancellation fails
1. A pop-up will appear - select Retry Cancellation or Try Something Else
2. Retry Cancellation runs the cancellation process again
3. Try Something Else allows you to cancel manually or refund manually
Contacting GHL Customer Support
If you require further assistance in relation to the GHL terminal, do contact GHL for assistance.
GHL Helpdesk: 03-62865222
GHL Helpdesk email address: [email protected]
Service Level Agreement
If the concern can be resolved through customer service, it will be solved within the same day.
If further escalation is needed, the issue will be resolved within 48 hours (during working days).
For terminal replacement, the warehouse will process and prepare distribution within 48 hours (during working days).
For Klang Valley: 3 to 5 working days to arrange an installer.
Outside of Klang Valley: 5 to 7 working days to arrange an installer.