Westpac POS Code 01

A POS message of 01 on your Westpac device means: Refer to card issuer. We’ve outlined more details on what to do when you see this code below.

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Fix Westpac POS Response Code 01

In this article, we’ll look at why you’re seeing the code 01 on your Westpac terminal and the next steps you can take.

What is a Response Code 01?

The response code 01 from Westpac means that the merchant should refer to the card issuer for further information or assistance. This response code is usually given when there is an error or issue with the card issuer, which could be related to the card holder’s account. It could be due to suspected fraud, a stolen card, an expired card, an invalid CVN (Card Verification Number), or any other rule imposed by the card issuer that leads to a decline. This response code is considered a soft decline, meaning that the transaction can still be approved if the card issuer resolves the problem.

In simple terms, if a merchant receives the response code 01 from Westpac, it means they should contact the card issuer for more information. This code indicates that there may be a problem with the card holder’s account, such as suspected fraud or an expired card. It could also be due to other reasons set by the card issuer, like exceeding a daily limit or not making the minimum monthly payment. This response code is called a soft decline because the transaction can still be approved if the card issuer resolves the issue.

What do I do?

When the POS operator sees Response Code 01, which means “Refer to card issuer,” they should take the following steps:

1. Inform the customer that there is an issue with their card and that they need to contact their card issuer.
2. Advise the customer to call the phone number provided on the back of their card or on their monthly statement.
3. Suggest that the customer verify their card details, such as expiration date and CVN, to ensure they are entered correctly.
4. If the customer insists that their card is valid, offer alternative payment methods, such as cash or another card.
5. Document the transaction details and the response code for future reference or potential dispute resolution.
6. If the customer’s card is declined due to suspected fraud or stolen card, advise them to contact their card issuer immediately to report the issue and request a replacement card.

Remember to remain calm and professional while assisting the customer with their payment issue.

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If you need more information on how to deal with a response code of 01 showing on your Westpac terminal, we recommend that you speak to your Westpac Bank Account Manager. If you’re looking for help with knowing what POS options are available, get in touch with one of our POS Experts.

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