Merchant Agreement and Card Acceptance Operating Guide 2 Operating Guide 1. Int
Merchant Agreement and Card Acceptance Operating Guide 2 Operating Guide 1. Introduction 4 Basic rules 4 Recordkeeping 4 Banking procedures 4 2. Before you accept card payments 5 How to verify the card? 5 Commercial cards 5 How to guard against fraud 5 3. Accepting Card-Present (CP) transactions 8 Chip and PIN enabled cards 8 Contactless transactions 8 Chip and signature cards 8 4. Accepting Card-Not-Present (CNP) transactions 8 Card Security Code (CSC) 8 Address Verification Service (AVS) 9 Authorisation responses 9 E-commerce transactions 10 Preauthorisations 13 Referrals 13 5. Purchases with cashback 14 6. Refunds 14 7 . Paper vouchers 14 Completing a sales/Refund voucher 14 Preparing/Submitting vouchers for submission 15 8. Exceptional procedures 15 Can I pass charges to my customer? 15 Split sales and transactions 15 Terminal fallback 16 Contents 3 Operating Guide 9. Chargebacks 16 Common causes of chargebacks 17 Retrieval requests 17 Chargeback reversal procedure 17 10. Other services 18 Vehicle rental services 18 Hotels, lodging and accommodations 19 Dynamic Currency Conversion (DCC) 23 Multicurrency and cross-border transaction acceptance 23 Payment of debt 23 11. Payment Card Industry Data Security Standard (PCI DSS) 24 Becoming PCI compliant 24 Implications of not complying with PCI DSS 24 Third-party obligations 24 Secure data storage 24 Demonstrating compliance with PCI DSS 25 12. Keeping your Point-Of-Sale (POS) device safe 25 Positioning your POS device 26 13. Qualifying/Non-Qualifying transactions 26 Processing method – Transactions taken exclusively in a face-to-face environment 26 Processing method – Transactions taken in a face-to-face environment and/or Mail and Telephone Order 26 Processing method – Transactions taken in an E-commerce environment 26 14. Voicing your concerns 26 15. Useful contact information 27 16. Changes to your business 27 4 Operating Guide 1. Introduction Thank you for choosing First Data. This guide forms a part of your Merchant Agreement and contains the procedures that need to be followed regarding Card acceptance. Please remember that all businesses that accept payment by credit and debit cards must follow the procedures set out by the Card Schemes, First Data as your Acquirer and the Payment Card Industry Data Security Standard (PCI DSS). These standards exist to protect you and your customers. It is important to follow some basic procedures that are strictly enforced by the Card Schemes. Basic rules You must: • Clearly display card acceptance logos for your customers to see, for example, Visa, Mastercard and Diners • Only accept the card types that you are entitled to take as specified in your Merchant Agreement • Ensure surcharges added to card payments are displayed to the cardholder and be part of the transaction amount that is cannot be charged separately • Include any taxes in the amount charged on card transactions • Provide a sales receipt for the cardholder to confirm the amount debited from their payment card • Validate your compliance with the PCI DSS (see Section 12) • Never process any transactions for goods and services that do not directly relate to your Business, as specified in your Merchant Agreement • Notify us of any changes to your business (see Section 16) • Retain a copy of all sale and refund receipts for 18 months You must not: • Indicate that any Card Scheme endorses your goods and services • Submit a card transaction that has been previously subject to a chargeback • Accept card transactions on behalf of third parties • Manually key a payment card transaction into a point-of-sale terminal when the card details have been provided through an internet shopping cart • Process card transactions without the cardholder’s permission • Process e-commerce transactions without prior agreement and designated e-commerce facility • Leave your terminal unattended for example, where fraudsters could have easy access • Store sensitive card data (see Section 2) Recordkeeping • A card transaction is only completed on the final delivery of goods or services • Sale and refund receipts should be stored in a secure area in accordance with the PCI DSS (see Section 12) • Store only the portion of the customer’s account information that is essential, for example, name, account number and expiry date • You must not store the following under any circumstances: – Full content of any data from the magnetic stripe or chip – Card Security Code (CSC) – The three-digits printed on the signature panel of the card – If requested by us, please supply all sales and refund receipts within fourteen (14) business days Banking procedures Please follow the end-of-day banking procedures detailed in your Terminal User Guide to ensure you receive payment for all transactions. It is essential that all transactions are submitted for payment within two (2) working days of being accepted. Please note that if a transaction is submitted after two working days, the card issuer may reject the transaction, resulting in it being charged back. 5 Operating Guide 2. Before you accept card payments Your Merchant Agreement with First Data states the card types that you are allowed to accept. It is important that you and your staff understand how to recognise different card types to reduce fraud risk. As the majority of the cards are processed as PIN-verified or Contactless, you will not have the sight of the card. If signature verification is required, then you will need to ensure the signature on the back of the card matches the signature provided by the cardholder. With the development of electronic payment services, there are a variety of cards available to cardholders. We strongly advise you and your staff to familiarise yourselves with the examples we have provided below to recognize security features, such as card logo, hologram, card security code and so on. Newly issued cards will have a card type printed on the front of the card as debit, credit, commercial or prepaid. How to verify the card? • Chip – Works together with cardholder’s PIN or signature to create a more secure payment, look for any visible damage • Card Number – Usually, (but not limited to a) 16-digit long number on the front of the card that should be clear to read and in line • Cardholder title and name – Should be clear to read and in line. Check that the title printed/embossed on the card matches the gender of the customer presenting the card • Signature panel – A card should be signed by the cardholder once received. If transaction is taken in a way that requires signature verification, ensure that the signature on the back of the card matches the one provided by the customer. Check strip for any visible damages or evidence of writing over previous signature and so on. • Expiry date/ Valid from date – Only some cards have valid from date, but all should have an expiry date. Ensure that card is not presented to you after the expiry date and/or before the valid from date • Hologram – The 3-D image should move when the card is tilted and may be located on the front or back of the card Please note that some Visa Electron Cards do not have a hologram. On Visa cards a look for a flying dove; Mastercard look for the globe and Maestro look for William Shakespeare’s head. • Card Security Code – Typically located on the back of the card – on signature panel or the white box next to it” • Ultraviolet (UV) features – Images under the UV light will show: On Visa – a flying dove; on Mastercard – letters “M” and “C” and Diners Club International/Diners – a circle with a vertical line in the middle. Similarly to the hologram, some Visa Electron and Mastercard Cards issued after October 2015 do not carry the UV image. • Card scheme logo – This should be clear and match the examples shown below: Commercial Cards Commercial Cards bring specific benefits to business-to-business sales transactions. They look like any other Visa or Mastercard; although, many have the description of the card’s function on the front of the card, for example, Business Card, Corporate Card and Purchasing Card. How to guard against fraud There is a risk that exists with taking all types of transactions. This section outlines industry best practices that can help you to identify and reduce risk. Remember that the best fraud prevention is well-trained staff. Please ensure that staff accepting card payments on your behalf have read and understand the following procedures. Plus, any fraud prevention documents that we may send you in the future. This will help reduce financial losses to your business and risk of chargebacks. Important – Please note that an authorisation is not a guarantee of payment, it only confirms there are enough funds to pay for the goods and that the card has not been blocked at the time of the transaction. 6 Operating Guide Face-to-Face transactions (Card-Present) Preventing and detecting fraudulent face-to-face transactions: • Chip and PIN are the most secure types of transactions. As the cardholder will uploads/Finance/ operating-guide.pdf
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- Publié le Jan 25, 2021
- Catégorie Business / Finance
- Langue French
- Taille du fichier 4.2467MB