Chase Countertop Terminal Guide

Daily transactions will be settled to your designated account on record. Your account information is not stored on your terminal. If you would like to change your DDA information please call our Support Team at (888)-886-8869.

No, not at this time.

Managers are granted unlimited access to the device.

1. From the hamburger menu (3 white horizontal lines on top left of app), select Users.
2. Select Admin.
3. Enter your dynamic password and select Confirm.
   • Please call our Support Team (888)-886-8869 to obtain your dynamic password. You will need to provide your merchant ID number.
   • The temporary password will be valid only until midnight local time.
4. Select the Add User and input a username and password.
5. Select Confirm.

 

For additional support getting set up, visit the Chase Assist app on the home screen of your device:

1. Within the payment app, from the hamburger menu (3 white horizontal lines on top left of app), select Exit.
2. Select the Chase Assist icon
3. Select Device Support.
4. Select Password Management.
5. Select Obtaining your Temporary Password.

Note: Credentials are case sensitive and must be minimum 8 characters with 1 uppercase, 1 lowercase, and 1 special character included.

Clerks and Servers are granted limited access to the device where applicable.

1. From the hamburger menu (3 white horizontal lines on top left of app), select Users.
2. Select Manager.
3. Enter your username and password and select Confirm.
4. Select the Add clerk/server button and input a username, password and unique clerk identifier.
5. Select Confirm.

Yes, you may delete or update your manager or clerk/server ID and credentials from the Users menu. Credentials are case sensitive and must be minimum 8 characters with 1 uppercase, 1 lowercase, and 1 special character included.

1. From the hamburger menu (3 white horizontal lines on top left of app), select Users.
2. Select Manager.
3. Enter your Username and Password and select Confirm.
4. Select Delete or Update next to the credentials you would like to remove or edit.

If you have a Chase DDA:

You can expect next business day funding if transactions are settled by 10 PM ET, excluding weekends and bank holidays.

 

If you have a non-Chase DDA:

Depending on your bank, you can expect next business day funding or more.

 

Yes, you have the option to display text in English (American or British), French or Spanish.

• From the hamburger menu (3 white horizontal lines on top left of app), select UI Language.
• Select the desired language and select Confirm to save.

Yes, you have the option to adjust either.

1. On the home screen of your device, select the Settings app.
2. In the Input password popup, input 350000 and select OK.
3. Select System.
4. Select Date & time.
5. Adjust your settings as desired.

Chase Assist is the on-device support application for more details on next steps, fixes, and additional error codes that may appear on your DX4000 terminal. You may access this application for 24/7 assistance.

To install your paper roll:

1. Turn device over to open the paper cover by lifting the catch located at the top of the terminal. Pull the cover to the rear of the terminal.
2. Enter the paper roll in the compartment following the directions above.
3. Pull the paper up to the top of the terminal. While holding the paper and close the cover.
4. Make sure to press both upper corners of the paper flap to ensure it snaps into place.
5. To tear the receipt, paper should be cut off in an upward motion.

 

Visit the Chase Assist app on your device’s home screen for additional support with loading receipt paper.

Yes, the terminal is PCI v6.

The terminal has a standard 1-year warranty.

 

To initiate a return, please call our Support team at (888)-886-8869.

The total amount settled on each batch should be deposited in full. If the amounts do not match what was processed, please call our Support Team at (888)-886-8869.

1. Remove the card.
2. Try using an alternate card.

 

For additional assistance with error codes, please visit the Chase Assist app on your device.

This is notifying you that the network connection has failed. Please verify your network connection and retry transaction.

 

For additional assistance with error codes, please visit the Chase Assist app on your device.

1. From the home screen, select the Sale icon.
   • Follow additional prompts if you have Clerk IDs or Invoice #s enabled.
2. Enter the desired sale amount and select Confirm.
3. Enter a tax and/or tip amount, if applicable, and select Confirm.
4. On the "Does everything look OK?" screen, review sale details and select Confirm.
5. Have the customer tap, insert, or swipe their card.
   • For contactless tap transactions, have the customer hold their card over the reader under it flashes and/or beeps.
   • Wait for the approval screen and select Print receipt or View receipt as desired.

 

1. From the home screen, select the Sale icon.
   • Follow additional prompts if you have Clerk IDs, Invoice #s, or Tax #s enabled.
2. Enter the desired sale amount and select Confirm.
3. Enter a tax and/or tip amount, if applicable, and select Confirm.
4. On the "Does everything look OK?" screen, review sale details and select Confirm.
5. On the Present Card screen select Manual Entry.
6. Select the card type.
7. Enter the Card number and select Confirm.
   • Wait for the approval screen and select Print receipt or View receipt as desired.

Receipts are customizable. Some options include:

• Receipt printing options (customer only, merchant only, both)
• Invoice number
• Reference number
• Font height
• Footers


All can be found under the hamburger menu under Settings.



 

Reprinting receipt option is also available. However, you can only reprint the last transaction completed.

Before a batch is settled, you may either print a Summary or Detail Batch report to view your transaction history.

 

From the hamburger menu (3 white horizontal lines on top left of app), select Reports. You can then select the report of your choice.

If you are experiencing an issue with payment, please call our Support Team at (888)-886-8869.

1. From the main screen of your payment application, select the Settlement icon.
2. Terminal will show totals and prompt "Host Batch Open - Settle Now?". Select Confirm to finalize settlement.

You may initiate a refund to return money to a card holder’s account from a sale completed in a closed batch (e.g. previous day and prior). Refunds can be processed up to 60 days post-transaction.

1. From the home screen, select the Refund icon.
2. Enter your User Name and Password and select Confirm.
3. Enter the desired full or partial refund amount and select Confirm.
4. Have the customer tap, insert, swipe, or manually enter their card. Select Cancel at any time to end the refund transaction.
   • For contactless tap transactions, have the customer hold their card over the reader under it flashes and/or beeps.
   • Wait for the approval screen and select Print receipt or View receipt as desired.

You may initiate a void to reverse a credit or debit sale to prevent any funds from transferring from the cardholder’s account. This is only available for transactions in the current batch (e.g., same day).

1. From the home screen, select the Void icon.
2. Enter your User name and Password and select Confirm.
   • Select Yes to void the last transaction performed.
   • Select No to void any other transaction within the batch.
3. Enter the last four digits of the cardholder’s number located on the receipt and tap Confirm.
4. If more than one card ends with the same last four digits, select the application transaction to void and tap Confirm.
5. On the "Are you sure?" screen displaying transaction amount and card number select Yes to proceed with the void.
   • Select No to cancel the voided transaction.

To generate an accurate report, please run your desired report prior to batch settlement. The following reports are available to print and view from the hamburger menu (3 white horizontal lines on top left of app), select Reports:

• Detail
• Summary
• Clerk detail
• Clerk summary
• Host detail
• Host summary
• Batch history
• Settlement
• Open pre-authorizations

Customers may dispute a charge because they:

• Did not receive a product or service.
• Do not recognize the charge or payee on their statement.
• Believe the product or service was defective, damaged or not as it was described.
• Were a victim of fraud – their credit or debit card was stolen or used without their consent.
• Were charged twice.

 

To learn more about what you can expect when you get a dispute, visit www.chase.com/chargebacks.

Chargebacks cost you time and money, so understanding how to manage them and protect your business is critical.

• Use delivery tracking, including signature confirmation.
• Use your company name on card statements.
• Use accurate product descriptions and clearly defined refund policies.
• Use ID verification policies and services – also consider accepting chip-enabled cards.

 

To learn more about what you can expect when you get a dispute, visit www.chase.com/chargebacks.