Overview
This guide describes how to configure the Heartland Retail POS for Android with a customer-facing display (CFD). Along with initial hardware setup, it also offers basic guidance on the configuration and use of the Heartland Retail application.
If you have questions regarding any of the information provided in this guide, please contact the Heartland Retail support team by phone at 833-844-4767 (select option 1, then option 2), or by email at hretailsupport@heartland.us.
Configuring the Elo Device
In this section, we’ll cover connecting your hardware and executing functions to ensure your Elo is fully configured before using the Heartland Retail POS for the first time.
Connect and Power on Your Stand
- Slide the port cover off of the POS terminal on the cashier side.
- Feed the DC port of the power cable through the openings on the bottom of the stand.
- Plug the cable into the far-right matching port.
- Reinstall the port cover.
- Plug the other end of the power brick into a 120v outlet.
Connect the Stand to the Internet
Wi-Fi Setup (Recommended)
- During the device’s initial power-up, you will be prompted to select a wireless network. If the prompt disappears, power the device off and on for the prompt to appear again.
- Select the desired wireless network.
- Input the password for the network.
Ethernet Setup
- Route the network cable through the access port located on the bottom of the unit closest to the cashier.
- Plug the cable into the ethernet port.
Automatic Updates
Once your stand is powered on and connected to the internet, you will notice a series of updates start to take effect. These will include any available updates to the operating system as well as the Android version. The latest version of the Heartland Retail POS app will also be pushed to your stand.
This process could take 20-30 minutes and the system will reboot itself several times. You can continue connecting the rest of your hardware while these updates are happening.
Connect the Customer-Facing Display (CFD)
- On the POS terminal, slide the bottom plate on the customer-facing side.
- Locate the CFD port hidden behind this plate.
- Uncoil the USB-C cable that is wrapped underneath the customer-facing display.
- As pictured, the CFD cables will come with blue or black pull tabs. These are intended to provide leverage should the cable ever need to be unplugged.
- Plug the USB-C cable into CFD port.
- Secure the cable to the anchor point with the included zip tie.
- Slide the bottom plate back into the POS stand and secure with the included screw.
Additional CFD Mounting Options (Optional)
- On the backside of the CFD, you will find a quick release tab.
- Slide the tab down to release the CFD from the base (be cautious of the cable still connected on the backside).
- Carefully unplug the cable and remove the CFD from the stand.
- On the POS terminal, slide the bottom plate on the customer-facing side down and then out, exposing the CFD port.
- The large back plate will now slide down and out for removal.
- Take the short USB-C cable with two right angles and plug one end into the port labeled CFD.
- Plug the other end into the CFD.
- Place the CFD in the opening of the large plate and use the quick-release tab to secure the unit.
- Slide the bottom plate back into the POS stand and secure with the included screw.
Connect the Receipt Printer
- Plug the printer power cable into the wall outlet.
- Connect the USB-B cable into the back of the printer.
- On the POS stand, remove the port cover on the cashier-facing side.
- Run the cable through the cord port on the bottom of the POS stand.
- Plug the USB-A cable into one of the available ports in the POS stand.
- Reinstall the bottom plate of the printer, taking care to align the tabs and ensure the plate is facing the right direction.
Connect the Cash Drawer (Optional)
- Unbox the cash drawer.
- Plug the end of the cable labeled Cash Drawer into the cash drawer.
- Plug the other end labeled Printer into the receipt printer.
Connect the Scanner (Optional)
- Remove the port cover on the cashier-facing side of the POS terminal.
- Route the scanner cable through one of the openings on the bottom of the POS.
- Plug the scanner cable into one of the POS USB ports and the base of the scanner.
- Reinstall the port cover on the cashier side of the POS terminal.
- Scan this code and wait for the following process to complete before going to the next step.
-> The scanner will chirp twice.
-> The green light on the top of the scanner will blink
-> Then the scanner will chirp again. - Scan this barcode next. The scanner will chirp twice. *Note: You will likely need to scan this from about 6-8” away in order for the scanner to recognize it.
- Scan the back of the base to pair the scanner to the base. The scanner will chirp twice.
Connect the Label Printer (Optional)
After unboxing, connect the power brick into the printer and plug into a 120v outlet to power on.
We will connect to the network in a later step.
Connect the Label Printer via Ethernet (Optional)
- Turn off the printer by pressing the power button.
- Connect one end of the ethernet cable to the ethernet port at the bottom of your printer.
- Connect the other end of the ethernet cable to an ethernet port on your internet router.
- Turn the printer on.
- Turn the printer around and push the pinhole reset button on the back using the tip of a pen or pencil.
- A status sheet should auto-print with the printer's IP address on your network.
Run Required Utilities
Before utilizing the Heartland Retail application, two utilities must first be run.
- Press the home button on the bottom of the screen to exit the Retail application and return to the desktop.
- Click the elo icon to run the MB5500 FW application to update the firmware on the payment device.
- The application will run automatically and close once it is finished.
- Next, click the Android icon to run the Enable MultiClient Input application.
- The application will run and restart the device when completed.
- When the unit reboots, it will start the Heartland Retail application automatically.
Configuring the Station
In this section, we’ll configure the station in the Heartland Retail Point of Sale so that it is ready to use the connected hardware.
Sign into the Heartland Retail Point of Sale
- On the home screen, open the Heartland Retail POS app found in the top row of your POS terminal.
- Enter your company, username, and password. Note: If you haven’t yet set up log-in credentials, locate your account activation email from Heartland to get started.
Assign Your Printers
- In the POS, click the menu icon on the top left.
- Click the Settings option (shown on right).
- Click Reload Devices.
- In the Settings pop-up, select the Receipt Printer dropdown. The device template name and IP should be pre-configured once it is synced with wi-fi (shown on the right). Note: Match to the IP address on the status sheet from earlier.
- Select Print Test Receipt to ensure the printer is properly routed to the POS.
Assign Your Card Reader
- In the POS, click the menu icon on the top left.
- Click the Settings option (shown on the right).
- Click Reload All Devices.
- In the Settings pop-up, select Heartland Reader from the Payment Devices dropdown.
POS Configuration
In this section, we will walk through setting up your credit card payment gateway and take a look at a role-based permission you’ll want to consider using.
Configure Payment Gateway
Enable the Heartland Payment Gateway by following these steps:
- From the Dashboard, go to Settings.
- Select Credit Cards.
- Select a location from the list.
- Select the + Add Gateway button.
- Select the Choose hyperlink on the Heartland gateway.
- On the top part of the page, you will enter the five-part credentials you received for credit card processing.
- On the lower part of the page, in the Secure Submit section, you will enter the credentials you received for manual credit card payments. This section is required for manual entry.
- Press the Save button to commit these changes.
- Refresh the app by swiping down on the screen to ensure the changes take effect.
Configure Roles for Manual Entry
Manual-entry credit card transactions are available on any workstation configured with a customer-facing display (CFD). To provide control over who can perform these transactions, the manual-entry function is linked to a permission that can be enabled for specific roles, as deemed appropriate.
Please note: When processing transactions with customer and card present, merchants should utilize manual entry only as a last resort when other means of processing (i.e., tap/insert/swipe) have failed, whether due to a device failure or an issue with the card itself. Manual entry should never be the primary means of processing credit card transactions.
To allow access to manual entry, go to Settings and select Roles.
Choose the desired role and, on the Permissions tab, slide the Manual credit card entry toggle to On and select Save.
Using the POS (Basic Tasks)
The following sections describe the basic features within the Heartland Retail POS and how to use them. We will cover:
- Sales Tickets
- Adding a Customer
- Adding a Sales Rep
- Adding an Item
- Processing a Credit Card Payment
- Processing a Void
- Processing Return
- Closing a Drawer
- Reviewing the Daily Summary
Processing a Ticket
Once logged in, you can begin a sales ticket.
Adding a Customer
If you wish to add a customer to your sales ticket, select + Add Customer at the top of the screen.
Next, you will fill out the required customer fields and add additional datapo you want to collect. When finished, press the + Add Customer button.
Adding a Sales Rep
On the POS screen, click the + Sales Rep button at the top of the page. This will launch the pop-up shown below. You can either select the desired names by checking the boxes to the left, or by typing a name into the search box and pressing enter.
- To add one rep only, you can click directly on their name.
- To split a ticket between two or more sales reps, you can select multiple reps from the dropdown list. This option will evenly split the ticket, including sales reporting, amongst the selected sales reps.
Adding Items
Next, you will begin adding items for your sale. You can do so either by scanning the item’s barcode or by searching for the item.
From the item page, you can add multiple items at once by checking their boxes and pressing the + Add Selected Lines button, or you can add desired items one at a time by simply clicking the item numbers. You can also change the quantity of the item you are adding from this page.
As you add items, the Amount Due at the bottom of the screen will continuously update.
Throughout the transaction, the CFD will display additional items as you enter them in the POS, and will display a running total in the Totals section in the lower right corner of the screen. This area will include Subtotal, Taxes, Total, Discounts and Due.
Once you have added all desired items, the CFD will display the ticket total screen. This screen includes a View Summary option that is collapsed by default.
If you apply a payment amount in excess of what is due, the CFD will display a Change Due line in the Totals box indicating the amount due to the customer.
If the customer taps View Summary option, it will expand to display the itemized receipt.
If you select credit card as a payment method, the CFD displays a prompt for the customer to insert, tap, or swipe their card.
The CFD will display status indicators, including warnings and errors, when processing card payments.
If you have Signature Capture enabled, upon applying a successful credit card payment, the CFD will display a signature prompt for customers.
Upon completion of a transaction, the CFD will prompt the customer to select their preferred receipt delivery. The options displayed will vary since they are based on each location’s configuration.
Following your selection, the CFD will display a prompt to enter appropriate contact information (mobile number for Text and email address for Email).
For merchants offering text and email receipt options, we recommend setting the Automatically Print Receipts in the Point of Sale Settings screen to No so that receipts print only when the customer selects the Print button.
Finally, the CFD will display a thank you message along with the logo you have uploaded in the back office Settings under Company.
Credit Card Transactions
As with other Heartland Retail platforms, when you are ready to initiate a card payment on an existing ticket, select the Tender button and then select Credit Card > Add Payment.
Here, we will explore some common scenarios.
Contactless
Customer taps their card on the Heartland Reader. If it fails to read the card data, it will prompt the customer to try again, either by tapping, inserting, or swiping the card.
EMV
Customer inserts their chip card. If the Heartland Reader cannot read the chip, it will prompt the customer to reinsert the card. After three failed attempts, the Heartland Reader will prompt the customer to swipe the card instead.
Swipe
Customers can swipe their card for payments only after other methods have failed, or if their card does not have chip or contactless features.
Manual Entry
To initiate a manual entry transaction, from the Add Payment window, select Manual Entry from the Payment Mode dropdown list. As previously stated, manual entry should be used only after all other methods of capturing card data (insert/swipe/tap) have failed.
The Heartland Reader will prompt the customer to provide their card to the cashier for manual entry. Enter the card information in the fields provided and tap Submit. As you enter the card number, the POS will check the entry and inform you if it is invalid.
Please note: The Address field is not required but, if you enter a value, use only the street address in the Address field (for example, 123 Main St). Do not input city and/or state. If entered, the address is used along with the Address Verification Service (AVS) to protect against fraud.
Gift Card Transactions
The Heartland Reader allows you to perform all essential functions related to gift cards. These include loading value onto a card, checking or adjusting its balance, and redeeming its value. Please note that this functionality is only for Heartland Gift.
If you select gift card as a payment method, the CFD displays a prompt for the customer to swipe their gift card. In this example, the cashier specified a gift card payment of $336.
Please note: Heartland Retail does not allow you to apply gift card payments in excess of the total due.
Payments
When you are ready to initiate a card payment on an existing ticket, select the Tender button and then select Gift Card > Read from Payment Terminal.
After the customer swipes the card, the gift card data (along with its balance) will display on the POS. Enter the desired payment amount and tap Add Payment.
Lookups & Adjustments
To perform a simple lookup, or to adjust a gift card’s balance, select Point of Sale and then select the Gift Card button near the top right.
After the Gift Card pop-up displays, you can either enter the gift card number manually in the provided field, or select Read from Payment Terminal.
Once the POS receives the gift card data, the gift card balance will display in a new pop-up.
This pop-up allows you to add funds, and to view the gift card history.
Once the payment is complete and you are ready you can press the Complete button.
Processing a Void
To void a payment, simply press the Void button next to a completed payment on an open ticket.
The POS will display a Please wait… modal while the void is being processed.
Once the void is complete, you will be returned to the ticket where you will see that the payment was voided.
A message indicating the payment was successfully voided will display on the CFD for three to five seconds.
Then the CFD returns to the Your Summary screen so the customer can see the Total Due.
Processing a Return
When processing a return, you will first find the original ticket and then select the items you wish to return and remove any items you don't wish to return.
When processing a return, the CFD will display items as they are added to the return. As with sales, it will display the total screen along with the View Summary option at the bottom.
When you have everything entered correctly you can click the Tender button to complete the return and enter the appropriate tender method to refund the customer. Once you complete the return, a green success banner will display.
Upon completion of a transaction, the CFD will prompt the customer to select their preferred receipt delivery. The options displayed will vary since they are based on each location’s configuration.
Following your selection, the CFD will display a prompt to enter appropriate contact information (mobile number for Text and email address for Email).
Finally, the CFD will display a thank you message along with the logo you have uploaded in the back office Settings under Company.
Closing a Drawer
Next, we will review closing the drawer. Select the hamburger menu on the top left and then select the option to Close Drawer.
You will be brought to the screen to enter amounts for each denomination of bills and coins, as well as any checks. Once everything looks correct, you will click Confirm Count.
You will then see either an overage or shortage if applicable.
Then, based on your desired float amount, it will tell you how much you should deposit. Enter the actual deposit amount and select Close Drawer.
A pop-up confirmation will display to confirm you want to close the drawer. You can either go back or confirm.
Once the drawer is closed, you will be directed to the Open Drawer page.
Reviewing the Daily Summary
To review your daily summary you will click the Sales tab and a drop down will open and you will select Daily Summary.
Here you will be able to select the date, location, station of your choice and either Print or Export PDF.