Exiting Reversal Mode

The host approval will need to be reversed when either of the following situations occur:

  • An EMV transaction is approved by the host and declined by the chip.

  • The customer removes their card from the chip reader before the transaction is completed.

If a reversal is needed, Simplify will go into reversal mode to force the reversal. It does this by sending a reversal (Tran Type 11) to the host, and resending the reversal (if necessary), until a response is received. While this is taking place, any other transactions that are sent to the PIN pad will be processed offline.

The PIN pad can be rebooted and commanded to exit reversal mode from the Elavon Main Menu, as follows:

  1. Reboot the PIN pad. When a rectangle appears in the lower right corner of the screen, press the Enter (green) key to display the ELAVON SUB MENU.

  2. Select Elavon Main Menu and login to display this menu.

  3. Scroll down and select REMOVE EMV REVERSAL (only present if currently in reversal mode).

  4. Select RESTART to reboot the PIN pad.

If Simplify is forced out of reversal mode, the data required to request the reversal is sent to the POS in a Void Transaction Response (11) message, after which the PIN pad returns to normal processing mode.

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Forcing Simplify to exit reversal mode is an exception procedure that should only be used when necessary. If Simplify is forced out of reversal mode, the merchant will be responsible for ensuring that the transaction is reversed by the host, using the data in the Void Transaction Response. Elavon strongly recommends allowing Simplify to reverse all host-approved transactions that are declined by the chip.