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Operating Manual - Lloyds Bank Cardnet

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1. 110 Additional information Recommended tally roll supplier Primatel For further supplies of tally rolls call Primatel direct on Tel 0845 430 1379 or 020 8679 4428 Lines are open 9am to 5pm Monday to Friday Fax 020 8679 4420 E mail enquiries primatel co uk Website www primatel co uk Cards left on your premises Any cards left at your premises must be kept safely until the end of business on the day when the card was found If the cardholder returns to claim the card you must obtain the claimant s signature and compare this signature with that on the card If you are suspicious that the claimant is not the cardholder you must telephone the Authorisation Centre and state This is a Code 10 call Only release the card if you are satisfied that the claimant is the cardholder Unclaimed cards should be cut across the bottom left hand corner of the front of the card and both parts attached to a Cardnet Card Recovery Advice Form Please complete the form and send it to Cardnet Rewards Department Merchant Operations Janus House Endeavour Drive Basildon Essex SS14 3WF A financial reward is not given in these circumstances 111 Additional information Emergencies and disruptions In case of any disruptions to the postal or telephone services you should hold a supply of Sales Vouchers and banking stationery If a disruption does occur the following procedure will apply Your Cardnet statement wil
2. Compliance with PCI DSS must be maintained at all times and validated on an annual basis This is because you may change your infrastructure and card acceptance equipment due to sales growth or card acceptance method Also the Standard itself operates on a life cycle and changes from time to time to adapt to new security threats or market requirements Normally PCI DSS compliance will be far easier in subsequent years and the time it takes for you to complete your compliance steps should reduce significantly Depending on how you accept card payments you may also needto undertake a quarterly vulnerability scan This is to support merchants who have a point of sale device with an Internet connection are taking Card Not Present cardholder payments through a virtual terminal or hosting their own E commerce payment pages A vulnerability scan is designed to be non intrusive and ensures that your systems are protected from the threat of external threats such as hacking or malicious viruses Unlimited scanning of one IP address nominated by you is included in our PCI DSS Compliance Management Service You can find out more information about our PCI DSS Compliance Management Service in our Frequently Asked Questions section lloydsbankcardnetpcidss com services content faq Security Please note if your business is taking more than one million Visa MasterCard Discover Financial Services or partner card transactions annually r
3. or Business Card and the company or corporate name displayed on the front of the card 1 Ultraviolet mark The Diners Club split circle graphic with slash marks will appear under an ultraviolet light 2 Chip The card may have a chip Cards with chips also have a magnetic stripe 3 Embossed account number All Diners Club account numbers start with 30 36 38 or 39 Embossed card numbers should be uniform in size and spacing 4 Cardholder name The card will be embossed with the cardholder name 5 Expiry dates Valid and Thru dates indicate the first and last month in which the card is valid 6 Magnetic stripe The holographic magnetic stripe contains a repeating image of the logo name and world map which shift colour and appearance when the card is tilted It should appear smooth with no signs of tampering Some cards may have a standard black magnetic stripe These card images are for visual purposes only 23 Acceptable cards Signature strip The Diners Club split circle graphic appears on a tamper evident signature panel CARDNET HELPLINE 8 Account number on signature strip A iB Br partial Qo Call 01268 567 100 account number may appear in indent printing 8am to 9pm Monday to Saturday 9 Card Security Code CSC code appears on the signature Call our knowledgeable UK based team with panel in indent printing any questions about your Cardnet service 10 Acceptance marks Ot
4. These card images are for visual purposes only 45 Accepting transactions Address Verification Service The AVS is available on all UK issued cards with the exception E of Discover Financial Services and partner cards and allows you Because criminals can use lost or stolen cards to order goods to check the numerical part of the cardholder s postcode and in CNP situations it is possible that they might be able to give you the CSC However it is less likely that a fraudster would also have the cardholder s address so the AVS will act as an additional check statement address with the card issuing bank You will need to ask the cardholder for their address as recorded by their card issuing bank and input the relevant numbers as shown in the examples below Cardholder s details to be entered Cardholder s address Card Security Code Post Code Numeric Address numerics Details to be entered when prompted by your terminal 20 High Street 123 or 7594 262 20 12526220 Any Town or Any County TN26 2BN 759426220 Flat 1A 123 or 7594 46 125 12346125 25 London Road or Any Town 759446125 Any County BN4 6RJ Rose Cottage 123 or 7594 213 123213 Mill Lane or Any Town 7594213 Any County SS21 3HP Flat 12A 123 or 7594 124 12106 12312412106 1067 Main Road or Any Town 759412412106 Any County RG12 4UB Maximum five digits if over five take first five digits A6 Accepting transactions When using an electronic terminal e
5. Your business address and country Transaction currency Export restrictions if known Delivery policy Consumer data privacy policy Security capabilities and policy for transmission of payment card details 50 Cookie policy and data protection policy Your purchase terms and conditions made available to the cardholder during the order process either onthe same screen used as the checkout screen indicating the total transaction amount or within the sequence of web pages accessed by the cardholder prior to the final checkout Cardholder receipts Your customers must be supplied with a transaction receipt this must be part of an order confirmation notice at the time ofthe purchase Please remember the receipt must not include the full card number Processing E Commerce transactions To process E commerce transactions you will need to usea Payment Service Provider PSP which must be approved by Cardnet Your chosen PSP will be able to advise you of relevant costs set up times and how their systems integrate with your website To see alist of the PSPs we currently work with you can contact the Cardnet Helpline on 01268 567 100 or go to the useful links and services page on lloydsbankcardnet com We would strongly recommend that you use a fully hosted solution provided by your chosen PSP In simple terms this means having the payment application cardholder payment page hosted on the PSP s secure serv
6. calling 01268 278 278 This enables you to carry out the usual please refer to Section 6 Banking and reconciliation p59 Status check so that you can confirm whether your customer has the funds to pay you It also allows you to find out whether or not the card has been reported lost or stolen When you call the Authorisation Centre the operator will ask you for the card and cardholder information needed to authorise the transaction s 102 10 Additional information Keeping us informed of changes to your business plus other information including authorisation telephone numbers and what to do if your business experiences financial difficulties 103 Additional information Notifying us of changes to your business When writing to notify us of any changes please send updated details on company headed paper Change of bank and or branch You must contact the Cardnet Helpline immediately on 01268 567 100 if your bank account details have changed If you do not tell us there will be a delay in funds reaching your account Changes to bank account details must be confirmed in writing In certain situations we will also need anew Direct Debit mandate Change of address You must notify Cardnet immediately and confirm in writing If you change your business or registered office address or any other contact address you have asked us to use Closure or change of ownership Your Cardnet facility is not transfera
7. seven days a week 6 Banking and reconciliation Information on submitting electronic and paper data record keeping your Cardnet paper statement and the online reporting tool 59 Banking and reconciliation Electronic data All electronic data sent to us must be in the correct format any equipment approved by us will be in the correct format If you use your own equipment or if you would like further information please request a copy of the Electronic Submissions Guide by calling the Cardnet Helpline on 01268 567 100 Make sure that you complete your end of day banking procedures and submit your transactions at agreed times to ensure you receive prompt payment for all card transactions For details of agreed times contact the Cardnet Helpline on 01268 567 100 The Cardnet Helpline will be able to give merchants details of their timescales LLOYDS BANK wh canover VISA cO us meas Hes aer d at J ff eager esee iban younas l Ux 99 AT ric URE THAN J00 Vout nf r Feral a i e a TEITS38588 H s94 9171 3 4 Whites of Londen ej er RETAILER SUMMARY Smil iu PIE i 60 Paper vouchers for transactions accepted when your terminal is not working Preparing over the counter sales and Refund Vouchers for processing The Retailer Summary Voucher comes in three parts The yellow and blue parts are the merchant s copies and the white partis the processing copy wh
8. These card images are for visual purposes only Back of card 6 The hologram the hologram may appear on the front or the back of the card depending on the card type On this example the hologram appears on the back 34 7 Magnetic stripe 8 Tamper evident signature strip which must be signed 9 Last four digits of the card number some older cards in circulation may show the whole account number 10 Card Security Code 11 Contactless function These card images are for visual purposes only The number embossed on the front of the card may be 12 to 19 digits in length dependent on the type of card presented This number is tied to the information encoded in the chip on the magnetic stripe and the number indent printed on the signature strip This enables card issuers and sales staff to immediately recognise a counterfeit card when these codes do not match This makes it more difficult to alter encoded information The easiest way to check for inconsistencies in this information is to make sure that the last four digits of the card number embossed on the front of the card match the last four digits electronically printed on the terminal receipt Checking the card Card Security Codes CSC The three digit CSC may appear on the signature strip next to the full card number or alternatively the last four digits from the card number or it may appear in a white box beside the signature strip These additional digits
9. WHITES OF LONDON JE m Ea 5d EXP 1 21 Dona LESS MERCHANT COPY AMOUNT E5 00 Crs 27711 05 AUTH CODE nest RECEIPT O164 WHITES OF LONDON Yers Accepting transactions Chip card transactions 1 2 Follow your terminal operating instructions Insert the card into the card reader 3 Askthe cardholder to sign the receipt Please be aware that some chip cardholders may still have chosen to identify themselves with a signature rather than a PIN In these circumstances please check the card following the instructions in Section 3 Checking the card p33 Accepting Contactless card payments 1 The cardholder simply waves their card FOB mobile phone or other device over the Contactless reader 2 Transaction complete Sales a single Contactless transaction is permitted only for an amount under a predefined limit set by the Card Schemes We will notify you of the current limit and let you know if there is any change to this limit Transactions above the Contactless limit must be processed following your terminal prompts Refunds all refunds should be processed following your terminal prompts Any transaction that is not able to be processed asa Contactless transaction should be processed following your terminal prompts 41 There will be occasions where it will be necessary for additional security checks to be carried out on Contactless cards which will require the sale to be a full chip and PIN tr
10. cardholder s mobile phone At the end of the day you simply print out the end of day report from the terminal and this shows you the amount of E Top Ups and E Vouchers you have sold This service could help you generate extra revenue through commission If you are interested in this service call the Cardnet Helpline on 01268 567 100 for further information 89 Recurring transactions If you are a merchant who wants to accept recurring transactions and charge a cardholder s account periodically for recurring goods or services for example monthly insurance premiums yearly subscriptions annual membership fees etc you will need a separate merchant account for these dedicated payments and Cardnet s agreement to accept this category of payments Recurring payments can be accepted on Visa Debit Visa Credit Debit MasterCard MasterCard Credit Maestro Diners Club International Discover BC Global and DinaCard cards To ensure that you comply with current Card Scheme regulations and your cardholders requests please remember to follow these requirements at all times You must Ensure that clear contact details are available for cardholders to amend or cancel payments and that their instructions are carried out properly You should also ensure that the cardholder understands the ongoing nature of the commitment they have taken Obtain an authorisation for every recurring transaction You must not Include partial
11. for example a change of product or service or if you expand into an additional line of business different from your existing business You must also tell us in writing if any of the other details that you have provided to us whether in your application or otherwise change If you do not tell us about any change we may withhold our services or settlement payments pending our investigations and reassessment of risk 104 Additional information Changing your trading terms You must let us know immediately if you make any changes to your trading terms for example any changes to your Refund policy or to the terms and conditions issued to your customers or to the delivery time frames you have previously notified us of Write to us at Cardnet Merchant Services Janus House Endeavour Drive Basildon Essex SS14 3WF Other changes affecting your business You must tell us immediately if any of the following events occur Anyinsolvency event affecting your business You make any arrangement with creditors You experience any financial difficulties Changing method of taking cards If you would like to change your method of taking cards either to Card Not Present or E commerce transactions you must have Cardnet s written agreement For further details on changing your method of taking cards contact the Cardnet Helpline on 01268 567 100 or write to us at the address above How to complain Is there s
12. is where the genuine data in the magnetic stripe on one card is electronically copied onto another card without the legitimate cardholder s knowledge This type of fraud can be identified by checking that the card number printed on the voucher is the same as that embossed on the front of the card If these numbers differ call the Authorisation Centre immediately on 01268 822 822 stating This is a Code 10 authorisation To help avoid receiving chargebacks as a result of counterfeit fraud and disputed key entered transactions follow the Failed Card Swipe Procedure see Section 9 Exceptions Card Not Present CNP fraud Card Not Present fraud occurs when fraudulently obtained card details are used to order goods by telephone mail order or electronically such as over the Internet If the goods that you sell can be easily resold such as computers TV and hi fi equipment you may be especially vulnerable to being targeted by fraudsters using fraudulent or stolen cards You should be particularly suspicious of unusually high value or bulk purchase transactions from new customers The Card Security Code CSC and Address Verification Service AVS will help you decide whether to progress witha transaction See Section 4 Accepting transactions Card Not Present transactions p43 Please do not use the Code 10 authorisation facility to undertake address checks 7 Important Under no circumstances can goods purchased
13. transaction Please do not process this voucher for payment Merchants with electronic terminals should ensure that they have a sufficient supply of paper vouchers in order to continue to accept cards in the event of terminal malfunction If your agreement with Cardnet allows you to process transactions through an electronic terminal you may only process paper transactions for a failed magnetic stripe card transaction Exceptions Using the paper fallback system to process Over the counter transactions over the counter transactions when your A transaction can be completed by using the standard Cardnet Sales Voucher terminal is not working The Sales Voucher contains the following copies Please note this is not permitted for internationally issued Maestro Visa V PAY Visa Electron Diners Club International Discover BC Global and DinaCard cards 1 Cardholder s Copy top copy a record of the transaction to be given to the cardholder mE a 2 Processing Copy white a copy to be sent to Cardnet If your terminal is not functioning correctly or if you have a power or telephone network failure you may have to use the paper fallback system and complete the transaction using a Sales Voucher This process must be for Sterling transactions only 3 Retailer s Copy yellow a copy ofthe transaction for your records A copy of the transaction must be produced to Cardnet if requested and therefore must be kept for at lea
14. Card Issue Number if applicable IF POLICE HOLD CARD PLEASE STATE Police Station Station Telephone Number Police Officer Please retain the retailer copy of this form and return the remainder to Cardnet Rewards Dept Merchant Operations Janus House Endeavour Drive Basildon Essex SS14 3WF Cardnet is a registered trademark of Lloyds Bank plc Lloyds Bank plc Registered Office 25 Gresham Street London EC2V 7HN Registered in England and Wales No 2065 Authorised by Lloyds Bank plcis covered by the Financial Ombudsman Service Please note that due to the eligibility criteria of this scheme notall Lloyds Bank customers will be covered CMS904 09 13 A Code 10 authorisation should only be made if you are suspicious or if you have received instructions from Cardnet You must not use a Code 10 authorisation to validate cardholder addresses or for Card Not Present transactions Security How to guard against fraud Over the counter transactions Please make sure that all staff accepting payment by card on your behalf have read and understood the following guidelines which aim to reduce the possibility of fraud These suggestions could help you to prevent fraudulent transactions that could result in a chargeback to you Be extra vigilant if you are presented with a card that does not carry a chip as these are less secure and more likely to be usedto perpetrate fraud Ask yourself does the cardholder appear
15. Ifyou wish to provide a refund the refund transaction must be completed using the same card as the one used for the original sale 2 You may only process refunds in respect of original sales Failure to observe this could lead to settlement funds being withheld pending further investigation by us 3 You must not make a refund to a card where the original sale was made by cash or cheque 4 You should verify the cardholder for the refund in the same way you did for the sale 5 If your terminal indicates that a manual authorisation is required you must telephone the Authorisation Centre 58 6 You may only perform a refund agreed on the telephone or in correspondence if you manually key enter transactions Please follow the manual key entry procedures in your terminal operating manual Forover the counter transactions you must enter the card into the chip card reader or swipe it If the terminal cannot read the card refer to the failed transactions procedures in Section 9 Exceptions 8 You must sign the terminal sales receipt and make a note ofthe exchange and or return of any items Remember authorisation is not a guarantee of payment It confirms that the card has not been reported lost or stolen at the time of the transaction and that adequate funds are available FOR AUTHORISATION PLEASE TELEPHONE o 01268 822 822 Over the counter OTC 01268 278 278 Card not present CNP Lines are open 24 hours a day
16. Mobile phone top up Recurring transactions Polling Gratuities Dynamic Currency Conversion DCC 59 60 60 62 63 63 65 66 67 70 73 75 81 87 88 88 89 91 91 92 Contents Accepting currency transactions Cash Advance Additional cards g Exceptions Failed chip card read Failed magnetic strip transactions Using the paper fallback system 10 Additional information Notifying us of changes to your business How to complain What to do If you experience financial difficulties Agencies offering financial assistance Authorisation telephone numbers Merchant services Cardnet stationery Point of sale and display material Recommended tally roll supplier Cards left on your premises Emergencies and disruptions 92 92 92 93 95 95 97 103 104 105 107 109 110 110 110 110 111 111 112 Taking card payments should be simple and convenient for my business and customers Security flexibility and convenience welcome to Cardnet Thank you for choosing Cardnet At Lloyds Bank Commercial Banking we serve around 1 million UK businesses and Understand what you need from your card processing system Cardnet is one of the UK s largest payment processors and offers you rapid transaction handling and payment reconciliation You ll be able to accept payments from one of the widest ranges of card schemes available This manual will help your business make the best use of Cardnet fea
17. The signature is incompatible with the signature on the card The Sales Voucher sent to Cardnet differs from the cardholder s copy The card is not yet valid or has expired at the time of the purchase You have been advised that the card is void The sale is equal to or exceeds your floor limit and authorisation has not been obtained The Sales Voucher is incomplete for example it is unsigned has not been imprinted is not dated or the authorisation code obtained is not quoted on the voucher The Sales Voucher is completed for an illegal transaction Two or more vouchers have been made out for a purchase which exceeds the floor limit You have in any way failed to comply with this Operating Manual or are otherwise in breach of your Retailer Agreement with Cardnet The correct authorisation telephone number was not used You are unable to provide a copy of the transaction proving that the cardholder authorised the sale There was a delay in presenting the original transaction and itis then disputed by the cardholder card issuer The goods or services have not been supplied or are defective or not as described 85 The voucher was not sent to Cardnet for processing on the day of the transaction and consequently rejected by the card issuer for late presentation to the cardholder s account It is clearly evident that the transaction was made with a counterfeit card For any reason you process a transactio
18. This means we are unable to paya reward for the recovery of Diners Club International Discover BCcard or DinaCard cards Recovering a stolen card After recovering a card you should Cutthe bottom left hand corner from the front of the card Attach both parts of the card to a Cardnet Card Recovery Advice Form You ll find two copies of the Card Recovery Advice Form in your Cardnet Starter Pack For further copies contact the Cardnet Helpline on 01268 567 100 m Return itto Cardnet Rewards Department Merchant Operations Janus House Endeavour Drive Basildon Essex SS14 3WF If the police ask for the card recovered by you you must Allow the police officer to take it Obtain the officer s name and police station Obtainareceiptif possible Inform Cardnet at the address above left 74 Card Recovery LLOYDS Bank Sed ennoner Advice Form Please use this form to return any cards retained Remember you could receive a reward Cardnet Retailer Number sBsfoRswsict TTT TTT TT PLEASE USE BLOCK CAPITALS Reason for Recovery Please tick amp as appropriate Retailer Name Left Behind Found Retailer Address andedi Requested by Cardnet Authorisation Centre Date of Recovery a SI Contact Telephone Number Please tick 8 which telephone numbers you would prefer us to contact you on Home Cashier responsible for recovery Business Cardholder Number Cardholder Name Card Expiry Date
19. by mail or telephone be handed over the counter to or collected by the cardholder If a cardholder wishes to collect the goods then they must attend your premises in person and produce their card Any Sales Voucher already prepared must be destroyed and an over the counter transaction processed If you have already completed a CNP order you must either cancel the transaction or perform a refund If you perform a refund please let the cardholder know that the original transaction a refund and the over the counter transaction will all appear on their card statement Security There are anumber of extra checks you can make to help make sure you are dealing with a genuine cardholder including Use Verified by Visa MasterCard SecureCode and Diners Club International ProtectBuy for E commerce transactions See Section 4 Accepting transactions For business cardholders not known to you check their details in your local business directory or Internet search engine Private cardholders addresses not known to you can be checked against the Electoral Register telephone directory from a BT CD ROM phone disk or Internet map searches Obtain a telephone number for the cardholder s address using a Directory Enquiry Service if possible and telephone the cardholder back on that number to confirm the order not necessarily straightaway Be aware if the cardholder is suggesting unusual arrangements such as going back for another ca
20. cardholder information for CNP transactions When acardholder is not present for the sale you must obtain the following information in order to verify their identity and help validate the transaction Card number Card expiry date Card issue number if present on the card Cardholder name and initials as shown on the card The Card Security Code CSC the three digit number on or near to the signature strip on the back of the card or on American Express cards the four digit number on the front of the card The address known to the cardholder s bank for example where their card statements are sent to Contact telephone number it is a higher risk to accept a mobile telephone number This information will enable you to carry out the usual status check so that you can confirm whether the cardholder has sufficient funds to pay you It also allows you to find out whether or not the card has been reported lost or stolen You will be asked to produce this information except for the CSC if the transaction Is disputed at a later date 44 Important Under no circumstances can goods paid by mail or telephone be handed over the counter to or collected by the cardholder See Section 7 Security How to guard against fraud p75 Ifa cardholder wishes to collect the goods then they must attend your premises in person and produce their card Any Sales Voucher already prepared must be destroyed and an
21. creditworthiness of the cardholder zr Split sales with cash cheque or second credit card If the total price for goods or services is equalto or exceeds your floor limit and payment is offered partly by MasterCard or Visa and partly by cheque cash or any other method authorisation must be obtained for any part of the transaction being paid for by card even if the card amount is below your floor limit The Authorisation Centre must be informed that the request for authorisation is in respect of a split sale They may require further details A single card transaction should never be completed as two or more transactions on the same card as there is a high risk that you will receive a chargeback for these split sales If you have any questions or require guidance in relation to authorisation issues please ensure that enquiries are directed to the Cardnet Helpline on 01268 567 100 and not your local branch manager Authorisation and referrals Cancelling a transaction Ifa transaction has been processed in error or the transaction amount changes you must wherever possible cancel the transaction 1 Cancel the transaction refer to the procedures in your terminal operating instructions 2 Receipt give the cardholder a copy of the cancelled receipt 3 Cardholder s available credit let the cardholder know that they may need to contact their card issuer as the cancellation could affect their available credit Refunds 1
22. jcbinternational com 9 Exceptions How to proceed when your terminal is unable to read the chip or magnetic stripe 93 Exceptions Most of the cards presented to you that are chip read or swiped will process without any problems However if there are occasions when your terminal is unable to read the chip or magnetic stripe please ensure you follow these procedures To help reduce losses through fraud and chargebacks the The following guide shows you at a glance the action you table below shows you at a glance the action you need to need to take for the following cards take for the following card types for failed chip read and 2 Internationally issued Maestro magnetic stripe transactions l 2 Visa Electron 2 Visa Credit Diners Club International a Visa Debit Discover 2 MasterCard Credit BC Global Card 2 Debit MasterCard 2 DinaCard Maestro Revert to Revert to PAN Revert to Revert to PAN mag strip key entry mag strip key entry Chip cards unable to read v x Chip cards unable to read v x Magnetic stripe cards vt Magnetic stripe cards x unable to read mag stripe unable to read mag stripe There is no fallback action for V PAY If the chip cannot be read please ask for an alternative method of payment When swiping a card through the terminal you may be prompted to key enter the last four digits of the number embossed on the front of the card The terminal will then check these num
23. member of staff has noted the details incorrectly so you may want to check your records The address given must match the address recorded by the card issuing bank so in this case there is a possibility that the transaction is fraudulent However it could also mean that the cardholder has changed address without notifying the card issuing bank or the card issuing bank doesn t support AVS Another possibility is that a member of staff may have noted the details incorrectly In these circumstances it would be advisable to verify the address again with the cardholder and for you to check your records Your terminal may decline your transaction There is the possibility that this is a fraudulent transaction However it could be that the cardholder has given you an incorrect CSC number by mistake It could also be that a member of staff has noted the number down incorrectly Therefore before taking any further action you may want to verify the CSC again with the cardholder You may also want to check your records This could be because the card issuing bank doesn t support either of the services or their system is down If this happens then you will have to make a decision based on the information you have as you do now We would recommend that you make further checks before going ahead with the sale 48 Accepting transactions Next steps Ifa transaction has been authorised but you are not happy to continue you should process a re
24. over the counter transaction processed If you have already completed a CNP order you must either cancel the transaction or perform arefund If you perform arefund please let the cardholder know that the original transaction arefund and the over the counter transaction will all appear on their card statement If authorisation was obtained for the original transaction or your terminal indicates that manual authorisation is required you must telephone the Authorisation Centre The Address Verification Service AVS and Card Security Code CSC Since the introduction of chip and PIN fraudsters have increased their activity in Card Not Present transactions As you are responsible for any transactions where the card and the cardholder are not present as well as collecting the Card Security Code CSC we recommend you complete these transactions using the Address Verification Service Accepting transactions What are the Address Verification Service and Card Security Code The Address Verification Service AVS is available on all UK issued cards with the exception of Discover Financial Services and partner cards and allows you to check the numerical part of the cardholder s postcode and statement address with the card Issuing bank 1 Card Security Code CSC The three digit security code may appear on the signature strip next to the full card number or alternatively the last four digits from the card or it may appear in a
25. retrieval request you may be subjectto a chargeback A courtesy call or letter may be sent if the retrieval request is not responded to within that time However the potential liability remains with you if the item is not supplied in time and you may become liable for the chargeback simply by failing to meet the payment scheme time frame Chargebacks for non receipt of requested item cannot be reversed unless the requested documentation is provided within 14 calendar days of the initial request Please remember Due to time frames imposed by MasterCard Visa and Discover Financial Services it is extremely important that you respond to resolve a retrieval request or chargeback enquiry immediately The more information we have at the time of the retrieval request or chargeback the better we can dispute the item on your behalf Security We recommend that when you send a copy of a transaction you send all the relevant documents for example till receipt together with any supporting invoices sales tickets as evidence of the transaction including any documents signed by the cardholder In the case of Card Not Present CNP transactions details of the goods ordered together with evidence of delivery for example a signed delivery receipt should also be sent Chargeback reversal procedure When we receive a chargeback from a card issuer we will normally debit your bank account and let you know accordingly Our letter will provi
26. uk 109 Additional information Authorisation telephone numbers Over the counter OTC sales 01268 822 822 Card Not Present CNP transactions 01268 278 278 Lines are open 24 hours Monday to Sunday Merchant services Cardnet Helpline For any queries with your Cardnet account please telephone 01268 567 100 Lines are open 8am to 9pm Monday to Saturday Alternatively you can write to Cardnet at the following address Cardnet Merchant Services Janus House Endeavour Drive Basildon Essex S 14 3WF Cardnet stationery Stocks of stationery i e Sales Refund and Summary Vouchers and deposit envelopes are available by completing the re order form which you ll find in each box of vouchers Simply place the completed re order form behind the Sales Vouchers when sending into Cardnet Please be aware that we can only accept paper transactions made on official Cardnet stationery In an emergency vouchers can also be ordered by telephoning 01268 296 601 24 hour answerphone service You will be required to give your Cardnet merchant number Point of sale and display material A varied selection of point of sale material such as tent cards window and till stickers are available by telephoning the Cardnet Helpline on 01268 567 100 Please ensure that all Cardnet related enquiries are referred to Cardnet You should not seek advice or guidance in respect of Cardnet issues from your local branch or manager
27. 0 0012 5456 7899 4000 T 12 12 7 A CARDHOLDER 5 2 1 VIBA ELECTRONIC USE ONLY 123 These card images are for visual purposes only ELECTRON 13 Visa Electron logo Always appears on the front of the card usually on the right hand side Electronic Use Only legend Visa Electron cards are printed with the wording Electronic Use Only and this may appear on either the front or the back of the card Chip Most cards carry an embedded chip which works together with the cardholder s PIN or signature Account number 16 digit account number with first four digits printed below Not all cards show the full account number however in the UK the full account number is required Cardholder name This is always unembossed and appears on the front ofthe card The cardholder s title may also be present Hologram The hologram is optional for Visa Electron cards and features a dove in flight which moves and changes colour when tilted This may be located on the front or on the reverse of the card Expiry date Every Visa card must have an expiry date Some may also include an optional Valid From date Ultraviolet mark When placed under an ultraviolet light newer Visa Electron cards will have a V visible over the Visa logo On older cards a dove will appear in the centre of the card Card Security Code CSC The Card Security Code will only be present if the full account number appears on
28. 100 63 Online reporting tool Our online reporting tool is a secure website which will enable you to manage your card payments through Cardnet online 24 hours a day seven days a week As well as giving you access to your monthly statement it also has the following benefits to enable you to manage your business on a day to day basis more effectively Ability to view six months of transaction data m Detailed transaction information for credit debit chargebacks and adjustments A snapshot of your processing information including recent transactions adjustments and bank deposits Scheduled reporting which can be set up to be received by email daily weekly monthly quarterly or annually The ability to review reports in Excel CSV Word and PDF formats Managing your Cardnet merchant account online will provide the opportunity to eventually eliminate paper statements and other costly processes This will also mean a reduction in paper usage and a contribution to reducing your business carbon footprint If you would like to take advantage of our online reporting tool simply call the Cardnet Helpline on 01268 567 100 Manage your cara payments through Cardnet online 24 hours a day seven days a week 7 Security This section explains the security procedures you need to follow 65 Security Data security The card payment industry is concerned about the increasing incidents related to stol
29. COMMERCIAL BANKING we p CARDNET Card payments made easy for you and your customers st LLOYDS BANK Contents Welcome 1 Key points 2 Acceptable cards Visa Visa Credit Visa Debit V PAY Visa Electron Visa Prepay Visa and Visa Electron mini cards Visa SimplyOne card MasterCard Debit MasterCard Maestro Discover Diners Club International BC Global Card DinaCard Contactless O ON WW HM 11 13 15 15 15 17 18 19 21 23 25 26 30 Contents Commercial cards 3 Checking the card Security features Additional checks 4 Accepting transactions Over the counter transactions Card Not Present CNP transactions Address Verification Service E commerce Card schemes 5 Authorisation and referrals When to obtain authorisation Manual authorisation Authorisation adjustments reversals Referrals Split sales with cash cheque or second credit card Cancelling a transaction Refunds 31 33 34 38 39 40 43 46 50 53 55 56 56 56 57 57 58 58 Contents 6 Banking and reconciliation Electronic data Paper vouchers Record keeping Your Cardnet statement Online reporting tool 7 Security Data security Payment Card Industry Data Security Standards PCI DSS Protecting your point of sale and card processing equipment Suspicious transactions How to guard against fraud Chargebacks 8 Additional facilities for you and your customers Purchase with Cashback
30. Logo If found please return to BCcard Co LTD These card images are for visual purposes only e 25 Acceptable cards DinaCard DinaCard Is a partner brand of Discover Financial Services and is operated by the national Serbian payment card network which is a division of the National Bank of Serbia Serbia s central bank in partnership with a number of issuing banks The design of the card is unique for each bank The name of the issuing bank will appear on the front and the back of the card JJ Agrobanka 1 Chip Thecard may havea chip Chip cards will also have a magnetic stripe 2 Embossed account number The account number appears on the front of the card Embossing should be straight and uniform in appearance 3 Cardholder name The cardholder name is embossed on the front of the card 4 Expiry date Valid Thru indicates the last month in which the card is valid 5 DinaCardlogo The DinaCard logo appears on the front of the card 6 DinaCard hologram The hologram features Queen Natalija and should reflect the light and appear to move when the card Is tilted 7 Magnetic stripe The magnetic stripe should appear smooth and straight with no signs of tampering 2 Agrobanka Diners Club INTERNATIONAL These card images are for visual purposes only 26 8 10 Acceptable cards Signature strip The signature on the card should match the customer s signature on the rec
31. NATURE NOT VALID UNLESS SIGNED BELOW 9234123 EE Eel Any problems using your card abroad call 44 1733 34 7 007 You can use your debit card Abroad on your holiday Online for goods and services Shopping on the high street lloydsbank com zn MM L Lnd P adl a A 1 dim 12 1 E WA S m Speed and convenience Cardnet makes payment faster and easier for you and your customers Acceptable cards V PAY V PAY is a Visa debit card issued by banks from around Europe to their customers The big difference with V PAY is that it is a chip and PIN only card so it is very easy to accept and the risks of fraud and associated disputes are greatly reduced V PAY cards mandatory features 1 VPAYlogo The V PAY logo is the blue and gold Visa logo on E a white background and can be displayed in three locations onthe front ofthe card upper left upper right or lower right 4000 0012 3456 D E 2 Chip islocated on the front of the card Cardholders are coo 42 10 required to enter a PIN to make a purchase THRU CARDHOLDER NAME 3 Ultraviolet mark when placed under an ultraviolet light a V printed in ultraviolet ink is visible over the V PAY logo 4 Magnetic stripe holds information about the card and appears on the back of all cards Optional features Features that can appear on the front or back of the card Thecardholder s name he exp
32. Not Present CNP transactions Card Security Codes must be destroyed once the transaction Is authorised See Section 4 Accepting transactions p45 Allelectronic card data such as information stored in the magnetic stripe must be retained in a fully secure environment at all times For detailed information on how to store cardholder receipts and electronic card data please see Section 7 Security Storage of cardholder information p66 Banking and reconciliation Your Cardnet statement Each month we will send you a Cardnet Merchant Statement The statement breaks down your card transaction information in ways that are designed to be of most value to you Our aim is to give you as much detail as we can so that you are in complete control of your card transactions and business analysis We also provide you with a separate statement guide to help you understand and get the best out of the information provided Please check all the details shown in the statement against your own records If you have any queries about your Cardnet statement please contact the Cardnet Helpline on 01268 567 100 or write quoting your Cardnet merchant number and statement month to Cardnet Merchant Services Janus House Endeavour Drive Basildon Essex S 14 3WF Online statements You can also access your Cardnet statement through our online reporting tool For further details please contact the Cardnet Helpline on 01268 567
33. We will also try to reach agreement with you on how and when debts will be repaid and tell you where you can get advice see page p109 for details We will be happy to work with your advisers in order to reach a satisfactory conclusion to your difficulties 107 Additional information Financial implications of Cardnet If you are asole trader you are liable for any debts that may arise under the retailer agreement that you signed when joining Cardnet If you are a partner in a business or a trustee or committee member of a charity or club society you are jointly and severally liable for any debts or other liabilities that may arise under the retailer agreement from using our services Each of the partners trustees or committee members is separately responsible for keeping to its terms and repaying any debts or other liabilities and not just a share of it even though they may not bea Signatory to the retailer agreement If any of you fails to comply with them we can take action against one or more or all of you either individually or together For example we can take action to recover the whole of any debt from any one or more or all of you If we are owed money when a partner trustee or committee member dies the deceased s estate remains responsible for paying the debt and we may require payment from it If we are owed money when a partner trustee or committee member leaves the business trust fund charity or club society the o
34. a cards 41423 4YSb 84810 1234 2 Chip Mostcards carry an embedded chip which works 4123 P 4 VALID FROM i together with the cardholder s PIN or signature V EXPIRES END 1 06 13 02 14 Vi 3A 3 Visa 3D dove hologram A dove in flight which moves and LEE M CARDHOLDER z changes colour when tilted This can be located on the front 00 00 00 98765432 DEBIT or on the reverse of the card 4 Embossed or printed account number The embossed or printed account number which can be up to 19 digits Some unembossed Visa cards may only be printed witha partial account number All or part of the account number must match the printed AUTHORISED SIGNATURE NOT VALID UNLESS SIGNED BELOW osa o3 08453000000 account number on the sales receipt p Any problems using Hu your card abroad call 5 Cardholder name Most Visa cards will carry an embossed 444 1733 347 007 or printed cardholder name which may also include You can use your debit card their title Abroad on your holiday CONUM IRE ee and services 6 Printed BIN Bank Identification Number The four digit Shopping on the high street printed BIN number must appear below the account lloydsbank com number and must match the first four digits of the embossed or printed account number These card images are for visual purposes only 10 11 Acceptable cards Expiry date Every Visa card must have an expiry date Some may also include an optiona
35. ain a Secure Network Requirement 1 Requirement We need to let you know that if your business does not comply with these standards you could receive substantial fines from the Card Schemes Visa and MasterCard and further fines on top of this if a compromise of cardholder data occurs These are based on the cost of issuing replacement cards and related fraud losses The core of the PCI DSS is a group of principles and accompanying requirements around which the specific elements of the PCI DSS are organised Install and maintain a firewall configuration to protect cardholder data 2 Donot use vendor supplied defaults for system passwords and other security parameters Protect Cardholder Data Requirement 3 Requirement 4 Maintain a Vulnerability Management Programme Requirement 5 Requirement 6 Implement Strong Access Control Measures Requirement 7 Requirement 8 Requirement 9 Regularly Monitor and Test Networks Requirement Requirement Maintain an Information Security Policy Requirement 67 Protect stored cardholder data Encrypt transmission of cardholder data across open public networks Useandregularly update anti virus software Develop and maintain secure systems and applications Restrict access to cardholder data by business need to know Assign a unique ID to each person with computer access Restrict physical access to cardholder data 10 Track and monitor all access to network res
36. ake extra care to ensure you have permission to debit the card account and it is the genuine cardholder who placed the order as you are responsible for any transactions where the card and the cardholder are not present The following examples are all acceptable as CNP orders Mail orders written authority from the cardholder bearing the cardholder s signature in any form including Completed order forms Facsimile transmissions If you conduct CNP transactions by mail the cardholder s signature must appear on your order form You must also keep the instruction for 13 months in case the transaction Is disputed at alater date 43 Telephone orders authority from the cardholder by telephone When taking an order by telephone always record in writing all details of the transaction along with time and date of the conversation as you may be asked to produce this or the cardholder s authority for a CNP sale if the transaction is disputed at a later date For all orders received by mail telephone or fax goods must be delivered and itis advisable to keep documentary evidence of the delivery address for 13 months If you are unable to deliver the goods immediately your authorisation is only valid for seven calendar days All mail telephone order transaction records must be kept securely Full details about how to store cardholder information can be found in Section 7 Security Accepting transactions Collecting
37. ale is cancelled or arefund issued please contact the Authorisation Centre stating you wish to cancel or amend an authorisation You will be asked to provide The card number Your Cardnet merchant number The amount ofthe original authorisation he card expiry date Theissue number of the card if applicable The original authorisation code Authorisation and referrals Referrals Occasionally your terminal may request that you call the Authorisation Centre If this happens call the Authorisation Centre on the telephone numbers detailed on page p58 as the card Issuer may have grounds to suspect that the transaction could be fraudulent The card issuer may ask you to relay some simple cardholder identification questions or ask to speak to the cardholder direct If this happens please make sure that you take the telephone back from the cardholder before the call is terminated so that you can check that the issuer is happy for the transaction to proceed The issuer will then give you an authorisation code to enter into the terminal You must ensure that you only accept the authorisation code from the operator otherwise you could be liable if the transaction is disputed at a later date Any transactions processed with an invalid authorisation code may be charged back to you Referrals can occur for a number of reasons for example high value transactions However they do not necessarily reflect on the
38. and yellow and blue copies for your own records vs Qe d casei se ae LLOYDS BANK CN wer E S lt lt PEF UMD Vs kd Fut tan fe c CORET eruan Og ARTT as Exceptions Remember never refund a card where the original transaction Completing a refund was made by another method of payment For example cash If you wish to complete a refund using the paper fallback system you must follow the steps below or cheque 1 Check the card following the instructions in Section 3 Authorisation is not a guarantee of payment It confirms Checking the card p33 that the card has not been reported lost or stolen at the time 2 Complete the voucher Refund Vouchers must be of the transaction and that adequate funds are available completed in the same way as Sales Vouchers Make a brief note on the Refund Voucher about the exchange and or return of any items Do not mark copies with pencil paper LLOYDS BANK WT canoner VISA BUCY 234 5638 4000 clips or staples as these can transfer through the carbons ecc og os lu lA and obscure details mr Tm Grey gt amp 1 3 Authorisation where an authorisation code was obtained I Jum pec 2 Mn sa dd HA for the original transaction telephone the Authorisation Whites ef LOrcion Centre on 01268 822 822 See Section 5 Authorisation Oe and referrals p55 d 29 99 4 Signature you must sign the Refund Voucher Return t
39. ansaction Cardholders will be aware of this Receipts cardholder copies of receipts are optional Important If a chip and PIN card is presented and for any reason you process the transaction without a PIN being entered you may be liable for any chargebacks Accepting transactions Magnetic stripe only card transactions Most UK cards are issued with chip and PIN however some cards will continue to be issued without a chip and will be read by the magnetic stripe This also tends to be the case for some cards Issued outside Europe Please examine these cards carefully 1 Check the card Follow the step by step instructions in Section 3 Checking the card p33 Only when you are satisfied with all checks should you proceed Swipe the card Refer to the procedures in your terminal operating instructions As an extra security measure you may be prompted to key enter the last four digits of the number embossed on the front of the card The terminal will then check these numbers against those held in the card s magnetic stripe Authorisation All transactions must be authorised Refer to Section 5 Authorisation and referrals p55 Signature Ask the cardholder to sign the receipt and check that the signature matches that on the reverse of the card Check the receipt Compare the card number printed on the receipt with the number embossed on the front of the card see Section 3 Checking the card If the
40. ardnet for processing All vouchers and Card Not Present Transaction Schedules must be posted to Lloyds Bank Cardnet PO Box 22 Sheffield S98 1BG at the end of each business day Important Do not send paper vouchers into Cardnet if a transaction has already been processed through an electronic terminal If in doubt please telephone the Cardnet Helpline on 01268 567100 Record keeping In order to help us to defend potential chargebacks see Section 7 Security Chargebacks p81 on your behalf you must keep copies of all transactions for a minimum of 13 months after the completion of each transaction A transaction is only completed on the final delivery of goods or services n certain circumstances we will ask you to provide us with Sales and Refund Vouchers within a limited time scale This is because strict time limits for the supply of this information are enforced by each of the Card Schemes 62 Whenwe ask you for a copy of a Sales Voucher the card issuer may only supply us with the transaction date and cardholder number It is important that you store your sales slips carefully and in date order so asto ease the retrieval process lf for any reason you are unable to provide copies of the requested information you may receive a chargeback for the transaction in question See Section 7 Security Chargebacks Under no circumstances must you retain Card Security Codes CSC when accepting Card
41. ards carry an embedded chip which works together with the cardholder s PIN or signature 3 Expiry date Every MasterCard card must have an expiry date Some may also include an optional Valid From date 4 Cardholder name Most cards carry an embossed or printed cardholder name and may also include their title 5 Embossed or printed account number The embossed or printed account number which can be up to 19 digits All or part of the account number must match the printed account number on the sales receipt 6 Printed Bank Identification Number BIN The four digit printed BIN number must appear below the account number and must match the first four digits of the embossed or printed account number 10 Acceptable cards MasterCard 3D interlocking globe hologram The hologram can appear on the front or the back of the card and shows two interlocking globes which move and change colour when tilted Magnetic stripe The magnetic stripe holds information about the card and appears on the back of all cards Card Security Code CSC The three digit security code may appear on the signature strip next to the full card number or alternatively the last four digits from the card or it may appear in a white box beside the signature strip Signature strip Many cards will carry a shortened signature strip however on some older cards it may still extend the entire width of the card The signature strip is tamper evide
42. are a further security feature for use in Card Not Present CNP transactions See Section 4 Accepting transactions p39 Tamper evident signature strip The signature strip on most cards has a feature whereby the Strip will change colour if the signature is tampered with Indent printing The last four digits of the card number together with the three digit CSC are printed using a unique reverse Italic font on the signature strip on the back of the card which makes alteration extremely difficult The four digits should match the last four digits of the card number on the front of the card Some older cards in circulation may show the whole account number followed by the three digit CSC UV ultraviolet lamp test You may already use a UV lamp to check for fake bank notes Cards can also be checked In the same way If you place a genuine card under a UV lamp you should see a special mark If these features do not show the card is probably a counterfeit In these circumstances you should make a Code 10 call to the Authorisation Centre see Section 7 Security Suspicious transactions 25 Visa UV image Older cards will still show the dove image in the centre of the card Please be aware that some Electron cards do not havea UV image Newer Visa cards will show an ultraviolet V over the Visa brand mark MasterCard UV image MasterCards will show the letters MC These card images are for vi
43. ave agreed to accept Store magnetic stripe data that facilitates card processing or Card Security Code CSC details Special Card Scheme regulations apply if you or your agent store this data electronically and failure to comply with these requirements may result in a fine 2 Acceptable cards This section details the features to look for when accepting cards Acceptable cards You will have agreed separately with us the card types you are able to accept AUTHORISATION CENTRE Call 01268 822 822 State This is a Code 10 call and follow the operator s instructions It is Important to check the cards thoroughly to help prevent card fraud The following descriptions will help you and your staff to check a card s validity and to follow the correct card acceptance procedures If a card does not fit these descriptions it must not be accepted If you have any doubts or if you are suspicious contact the Authorisation Centre on 01268 822 822 and ask for a Code 10 authorisation See Section 7 Security Suspicious transactions p73 Acceptable cards VISA Visa cards are produced in many different designs and each card identifies the issuer All Visa cards have the Visa logo on the front of the card The position of the logo depends on the card type LLOYDS BANK d The card has the following features 1 Visalogo The blue and gold logo on a white background uU 4 will be displayed on the front of all Vis
44. bers against those held in the card s magnetic stripe t Ask the cardholder for an alternative method of payment or key enter the transaction into the terminal and take an imprint of the card for your records 94 Exceptions Failed chip card read 1 If the card offered contains a chip the card must be entered into the chip card reader If for any reason the chip on the card cannot be read where permitted you may revert to the magnetic swipe method After three unsuccessful attempts to swipe the card your terminal will indicate that it has not been possible to read the magnetic stripe on the reverse ofthe card If the card is still unable to be read you must request an alternative source of payment Please note if you swipe or key enter a chip card and the transaction is later found to be fraudulent the transaction may be charged back to you Failed magnetic stripe transactions key entry excluding internationally issued Maestro and Visa Electron cards 1 After three unsuccessful attempts to swipe the card your terminal will indicate that it has not been possible to read the magnetic stripe on the reverse of the card Check the card by following the step by step instructions in Section 3 Checking the card p33 Only when you are satisfied with all checks should you proceed to key enter the card details You must manually key enter the card details in accordance with your terminal operating instruction
45. ble to anybody under any circumstances without Cardnet s written agreement If you are selling or closing your business you must let us know in writing If the purchaser of your business wishes to use Cardnet a new account will have to be opened that reflects the new ownership and we will make our usual pre contract enquiries If you fail to tellus that you no longer own the business you will continue to be liable for any liabilities that the subsequent owner s generate Change of legal entity If you are changing the legal entity of your business for example from sole trader to limited company status adding a partner to your business or if a partner leaves you must let Cardnet know in writing immediately In most cases we will subject to the usual risk checks ask you to sign a newretailer agreement and Direct Debit mandate in the name of the new entity and depending on what other changes may have occurred we may ask you for further information in order that we may conduct a further risk assessment Change of products or services sold or other details When you join Cardnet you give us various product details that your business sells and we categorise your account accordingly These details including your card turnover and average sale value are important in terms of the ongoing risk assessments that Cardnet regularly undertake Therefore it is important that you let us know in writing if the nature of your business changes
46. ck of the card displays a holographic magnetic stripe BC Global Card BC Global cards do not have a hologram DinaCard The hologram features Queen Natalija and should reflect the light and appear to move when the card is tilted af CARDNET HELPLINE Q Call 01268 567 100 8am 9pm Monday Saturday Call our knowledgeable UK based team with any questions about your Cardnet service or this manual Checking the card Additional checks The following additional checks will help you validate the cards handed to you when carrying out over the counter transactions 1 Validity dates The majority of cards will have effective valid from and expiry valid to dates which are located on the face of the card The transaction date must fall on or between these dates Do not accept a card prior to the effective date the first day of the month or after the expiry date up to and including the last day of the month or you may be subject to a chargeback Some cards may just have an expiry date In these cases you ll need to make sure that transactions are not accepted after the last day of the month of expiry Please note that some V PAY cards may not have either a valid from or expiry date 2 Cardholder s title If the cardholder s title is embossed on the front of the card for example Mr Mrs check that it is appropriate to the person presenting the card Check that there is no obvious discrepancy between t
47. consists of several different components each part should authenticate itself to the terminal this may take the form of a regular heartbeat check Any unusual events such as missing heartbeats should be flagged for supervisor attention Staff security A standardised recruitment and vetting procedure including criminal record checks should be adopted that covers all employees full time part time temporary and contract Security Suspicious transactions If you suspect something is wrong or the card checks you make show inconsistencies then you must telephone the Authorisation Centre on 01268 822 822 and state that This is a Code 10 authorisation then follow their instructions Code 10 authorisation must be sought in the following circumstances The four digits on the signature strip on the back of the card are different from the last four digits of the card number on the front of the card The cardholder s signature differs from that on the card The title on the card does not match the cardholder s The signed name is not the same as that embossed on the front of the card The word void is visible on the signature strip or there is any indication that the strip has been tampered with There has been any attempt to disguise or amend the signature The card is unsigned The hologram is damaged or missing There is no UV mark on the card see Section 3 Checking the card p33 The card has bee
48. d PIN capability Ensure proper disclosure of your refund policy is on the transaction receipt for example the words NO EXCHANGE NO REFUND must be clearly printed on the Sales Voucher or terminal receipt Process refunds immediately Refunds must be applied to the same cardholder account as the original sale Do not issue in store or merchandise credit Do not issue a cash or cheque refund if the original transaction was made by card Authorise all transactions which are equal to or above your floor limit and use the proper method of authorisation 2 Clearly write the authorisation number on your paper vouchers Do not processa transaction until the goods are dispatched 2 Do not process any card transaction where the cardholder has already paid for the goods or services using another method of payment Obtain the cardholder s signature on your delivery note Carefully examine the card for the effective start and expiry dates when accepting it for atransaction Do not process a transaction prior to the effective date appearing on the card Do not process a transaction after the expiry date appearing on the card Prepare clean legible sales slips at the point of sale and store in a secure and orderly fashion so that you are able to respond to retrieval requests within the required time frame 2 To identify a transaction you will be given the cardholder number date and amount of the transaction Card issuers are
49. d be helpful to suggest they contact their card issuer If you feel that there may be a problem with your terminal please contact your terminal supplier helpline Exceptions 9 Give the cardholder the top copy of the Sales Voucher and Important also the relevant copy of the terminal sales receipt 10 Attach the retailer copy of the terminal Sales Receipt to the retailer copies of the Sales Voucher These copies must be retained for a period of notless than 13 months and must be produced to Cardnet upon request If you fail to produce copies of the terminal Sales Receipt and Sales Voucher the disputed transaction may be charged back to you Please note if you key enter a magnetic stripe card you do so at your own risk Any transaction which is later found to be fraudulent may be charged back to you If you do not have an imprinter you should request an alternative method of payment Alternatively imprinters can be purchased by calling the Cardnet helpline on 01268 567 100 If you need help or have any questions about the information in this section please contact the Cardnet Helpline on 01268 567 100 If a key entered transaction is disputed and you have not completed this procedure the disputed transaction may be charged back to you 96 Please take extra care if the chip and or magnetic stripe fails to read because the card may have been deliberately damaged The imprinted Sales Voucher is only a record of the
50. de details of the transaction in dispute together with the information documentation required from you Our letter will also tell you the latest date by which you must reply with the information documentation needed If the information provided is a sufficient to warrant a reversal of the chargeback and b within the applicable time frame we will defend reverse the chargeback if possible but reversal is dependent upon the card issuing bank s agreement A reversal is not a guarantee that a chargeback has been resolved in your favour If the chargeback is reversed the card issuing bank has the right to present the chargeback a second time and your account will be debited again if you have not complied fully with the terms of your Cardnet Retailer Agreement and this Operating Manual 82 Please refer to the situations described in the table detailed on pages p83 to p84 which highlight the common reasons for chargeback disputes and how they can be avoided In the majority of cases where the cardholder is present you can reduce your exposure to chargebacks by following the guidelines in the table We will do our best to help you to defend a chargeback However due to the short time frames and the supporting documentation necessary to successfully and permanently reverse a chargeback in your favour we strongly recommend you take the following steps to reduce your chargeback risk Convert or upgrade your over the counter
51. e and address of your outlet must appear on all copies If voucher details are not able to be clearly read this may result in a chargeback to you Authorisation is not a guarantee of payment It confirms that the card has not been reported lost or stolen at the time of the transaction and that adequate funds are available If the sale is declined No reason will be given if the sale is declined In these circumstances please return the card to the cardholder discreetly explaining that the card issuer has declined the transaction and ask for another method of payment The operator may ask you to keep the card Again this should be done as politely as possible and only if you feel you face no physical risk After the cardholder has left cut the bottom left hand corner from the front of the card Attach the two pieces of the card to a completed Cardnet Card Recovery Advice Form see page p74 for details on how to request further copies and return it to the address on the form Remember a 50 reward is normally paid to any Cardnet merchant when a stolen card is recovered Please note Discover Financial Services do not participate in the reward scheme This means we are unable to pay a reward for the recovery of Diners Club International Discover BC Global Card or DinaCard cards 99 Paper refunds The Refund Voucher consists of four parts a top copy printed in red for the cardholder a white copy for processing
52. e the displayed card number matches the number on the card Alternatively you can compare the card number with the number on the sales slip produced by the terminal f the chip or magnetic stripe cannot be read for example failed read or the terminal is inoperable follow procedures in Section 9 Exceptions Carefully examine the front and back of the card at the time of the transaction Follow the procedures in Section 3 Checking the card Check the signature Telephone orders confirm the account number provided by the cardholder by repeating the number back to them Properly authorise all transactions Settle and reconcile batches of sales and refunds on your terminal register daily Ensure that the total amount submitted displayed on terminal balances with matches to the card receipts See your terminal operating instructions f you are unable to read a card through your terminal or capture the cardholder s information via the magnetic stripe you must imprint a Cardnet Sales Voucher with the cardholder s card to prove the cardholder was present at the time ofthe transaction Manually key entering the information into the terminal does not protect you from this type of chargeback See Section 9 Exceptions f you need an imprinter these can be purchased by calling the Cardnet Helpline on 01268 567100 84 Security A transaction will also be regarded as invalid and may be charged back to you if
53. egardless of acceptance type for example card present face to face mail telephone order then you will need to validate your compliance with PCI DSS by having an annual onsite audit The annual audit needs to be completed by amember of your internal staff who has achieved the recognised PCI Security Standards Council internal assessor qualification or by an approved Qualified Security Assessor QSA To find a Qualified Security Assessor QSA please go to www pcisecuritystandards org pdfs pci_qsa_list pdf Further details and more information about the Standard itself can be downloaded via the dedicated PCI Security Standards Council website www pcisecuritystandards org 69 CARDNET HELPLINE Q Call 01268 567 100 8am to 9pm Monday Saturday Call our knowledgeable UK based team with any questions about Data Security Security Protecting your point of sale and card processing equipment To help all card accepting businesses better protect themselves and their customers this guide has been developed to help minimise the chances of being targeted Transactions with your chip and PIN terminal Chip and PIN has been highly successful in reducing certain types of fraud but criminals will always try to target shops and businesses in order to obtain card details and PINs to commit fraud These guidelines complement card industry rules and regulations and advice provided by Visa and MasterCard Discover Financial Serv
54. eipt Acceptance marks The back of the card should display the acceptance marks of Discover Diners Club International and pulse Bank card design DinaCard is issued by 27 different banks in Serbia The design of the card is unique for each bank The name of the issuing bank will appear on the front and the back of the card 27 CARDNET HELPLINE Q Call 01268 567 100 8am to 9pm Monday to Saturday Call our knowledgeable UK based team with any questions about your Cardnet service or this manual B j 1d IR W TRE E i b More choice for your customers Accept payment from one of the widest ranges of card schemes available Eom E hiis ge oe Sy r3 UM 5 mS TRADI a ri XT D T p it Contactless technology offers swifter transactions Call our helpline to find out more PAN I W IAN A NC A Acceptable cards Contactless LLOYDS BANK d p SS AOD i NE s 4beds abe GdLbU 1234 i CARDHOI l E R l VI SA 00 00 00 98765432 DEERE AUTHORISED SIGNATURE MOT VALID UNLESS SIGNED BELOW 13412 08453000000 Any problems using your card abroad call 44 1 33 347 007 You can use your debit card Abroad on your holiday s Online for goods and services Shopping on the high street lloydsbank com These card images are for visual purposes only 30 Contactless enabled cards are now a significant proportion o
55. en card and cardholder information These thefts have resulted in merchants and financial institutions suffering fraud losses and unanticipated operational expenses and of course significant inconvenience to cardholders Storage of cardholder information The following information must not be stored after receiving authorisation for a transaction under any circumstances Information stored in the magnetic stripe that facilitates card processing The Card Security Code CSC or CVC2 the three digit number indent printed on the signature strip and used for mail telephone orders or E commerce transactions Only the information that is essential to your business for example name account number or expiry date can be stored This must be kept in a secure area limited to authorised personnel and the data masked or encrypted Destruction of cardholder information You must destroy through incineration cross shredding or crushing any media containing obsolete transaction data with cardholder information This includes paper transaction records which should never be thrown intact into the public rubbish system 66 Reporting a security incident Inthe event that card transaction data is accessed or retrieved by any unauthorised entity you must notify us immediately You must also follow your business continuity plan This will not only minimise risk to the card payment system but more importantly protect your custom
56. er Systems and procedures are in place to stop the unauthorised use of compromised data but are effective only when you do your part to promptly report a security incident Point of sale terminal security Please be aware that criminals have been targeting point of sale equipment in order to commit counterfeit fraud overseas It is important that you and your staff remain vigilant at all times and ensure that no one has the opportunity to tamper with your point of sale terminal If you have cause to be suspicious about an approach from an unauthorised person please contact the Cardnet Helpline on 01268 567 100 and your terminal vendor supplier Your terminal vendor will always contact you first before sending an engineer to you We continue to work on your behalf to reduce card fraud This information is designed to give you a better understanding and awareness of these issues which will help minimise risk and protect your customers Security Payment Card Industry Data Security Standards PCI DSS To protect your business your customers cardholders andthe integrity of the payments system the Card Schemes Visa and MasterCard have introduced a set of requirements governing the safekeeping of account information these are known as the Payment Card Industry Data Security Standard PCI DSS Compliance with PCI DSS is mandatory and applies to all entities that store process or transmit cardholder data Build and Maint
57. ers If you choose the secure hosted option the Payment Card Industry Data Security Standard PCI DSS validation requirements for E Commerce merchants are greatly reduced Accepting transactions PCI DSS is aset of requirements endorsed by the Card Schemes Visa MasterCard and Discover Financial Services governing the safekeeping of account information and applies to anyone that stores processes or transmits cardholder data To see how PCI DSS affects you as an E Commerce merchant and what you need to do to validate your compliance with these standards see Section 7 Security Data security p66 Verified by Visa MasterCard SecureCode and Diners Club International ProtectBuy Verified by Visa MasterCard SecureCode and Diners Club International ProtectBuy are industry wide initiatives introduced to combat fraud over the Internet Much like chip and PIN for over the counter transactions cardholders who register for these services will be required to input an individual PIN or password at the time of the transaction to confirm they are the genuine cardholder All Maestro E Commerce transactions must be authenticated with MasterCard SecureCode according to current Card Scheme regulations 51 Accepting transactions How do Verified by Visa MasterCard SecureCode and Diners Club International ProtectBuy work Verified by Visa MasterCard SecureCode and Diners Club International ProtectBuy operate on your website and in
58. ess the card back displays a holographic magnetic stripe Magnetic stripe Newer cards display a three dimensional holographic magnetic stripe which when tilted shifts colour and appears to move 8 10 Acceptable cards Signature strip DISCOVER or DISCOVER NETWORK appears on a tamper evident signature panel The last four digits of the card number are displayed on the signature panel in reverse indent printing Card Security Code The three digit CSC is printed in a separate box to the right of the signature panel on the card back Discover acceptance mark The Discover or Discover Network acceptance mark will appear on the front AND OR back of the card 22 CARDNET HELPLINE Q Call 01268 567 100 8am to 9pm Monday to Saturday Call our knowledgeable UK based team with any questions about your Cardnet service or this manual Acceptable cards Diners Club International Diners Club International is a product of Discover Financial Services and is a globally recognised brand serving the needs of consumers corporations and small business owners worldwide The cards come in many different designs including some with the cardholder s photo on the front or back of the card all have the Diners Club International logo on the front of the card and co branded cards may also display the co branded logo in the Upper right hand corner Some corporate cards may also have the words Corporate Card
59. esses for splitting sales with other payment types cancelling a transaction and providing a refund 55 Authorisation and referrals When to obtain authorisation Authorisation must be obtained in accordance with your terminal operating instructions and your Retailer Agreement before the sale is concluded Your terminal will in most cases obtain authorisation for transactions equal to or over your floor limit However it is your responsibility to ensure that all the relevant checks are carried out see Section 3 Checking the card p33 Manual authorisation You must manually authorise the transaction if Your terminal indicates that itis necessary to do so You must make an authorisation call and let the Authorisation Centre know that you are calling as a result of a terminal referral You are using the paper fallback procedures see Section 9 Exceptions p93 There is a split sale see page p57 in this section You are suspicious of a card cardholder in these circumstances a Code 10 authorisation should be made see Section 7 Security Suspicious transactions p73 Remember authorisation is not a guarantee of payment It confirms that the card has not been reported lost or stolen at the time of the transaction and that adequate funds are available 56 Authorisation adjustments reversals If there is any change in the authorised amount of the sale or if the s
60. eval request Once aretrieval request is received from the card issuer we will respond by sending a copy of the transaction if available Where you hold terminal receipts for electronically processed transactions or E Commerce authentication data it is your responsibility to respond to all retrieval requests received from Cardnet within 14 calendar days of our initial request You are responsible for retaining and providing copies of transactions for aminimum of 13 months from the original transaction date Please fax copies of requested documentation to the fax number provided on the Cardnet retrieval request letter or alternatively you may mail your response to Cardnet Cardnet Merchant Services Janus House Endeavour Drive Basildon Essex SS14 3WF We recommend recorded delivery or registered post when you send us evidence of high value transactions If you fax your response please set your fax machine to print your fax number and name on the documents you send We can use this information to contact you in the event the transmission is not clear or complete Also when using the fax machine please set the scan resolution on the machine to the highest setting The higher resolution setting improves the clarity of characters and graphics on the sales documents transmitted and helps reduce chargebacks for illegible copies If Cardnet does not receive a clear legible copy of the sales slip within 14 calendar days of the initial
61. everse of the card Both card functions share the same validity dates A card that is both a debit and a credit card will have Debit Credit printed below the Visa logo on the front of the card This card will allow the cardholder to choose at the point of sale whether to use the card as a debit or a credit card For further information about Visa and its interchange rates visit www visaeurope com The efficient way to trade Rapid secure transactions and easier payment reconciliation f 4 HM j Acceptable cards MasterCard LLOYDS BANK d Credit Oa Lt uva i 5 Hbes u5b FLO tess 6 4123 VALID FROM EXPIRES END be G6 4 3 ERPE pt MasterCard LEE NE CARDHOLDER 1 y x Jo V M UD x NUM ee ETIN E Customer Services 0845 606 2172 Lost stolen cards call 0800 096 9779 or from abroad 44 1702 278 270 lloydsbank com These card images are for visual purposes only 17 MasterCard cards are produced in many different designs and each card identifies the issuer All MasterCard cards have the MasterCard logo on the front of the card All MasterCard cards carry the following features 1 MasterCard logo The MasterCard symbol of two interlocking globes and the MasterCard hologram will appear together surrounded by aretaining line on the front of the card Alternatively the two interlocking globes will appear on the front of the card and the hologram will appear on the back 2 Chip Mostc
62. f the UK card population These cards enable purchases for low value transactions 20 as of 1 June 2012 to be undertaken by waving the card over a Contactless enabled payment acceptance device This improves the customer payment experience speeds up transactions and helps retailers to remove cash and cheques from their business As part of the security systems for this type of transaction and to protect both consumers and retailers on occasion the Contactless transaction will be disallowed and a prompt for a chip and pin transaction will be made This is a normal action which has been built into the system by the Card Schemes You will recognise a Contactless enabled card as it will carry the Contactless logo see left Payments using mobile phones and FOBs Contactless technology is constantly evolving and there are now an increasing number of prepaid Contactless devices available such as mobile phones and FOBs These work in the same way as a card by waving the phone or FOB over a contactless enabled payment acceptance device If you want the option to take Contactless transactions your point of sale equipment will need to be enabled to accept these cards and you will also be required to promote acceptance by displaying the correct acceptance marks These are available by contacting the Cardnet Helpline on 01268 567 100 Acceptable cards Commercial cards Commercial cards bring specific benefits to a business to busine
63. f the cabling to ensure that nothing has been added 74 Only authorised personnel should be allowed access to chip and PIN equipment so always ask for identification and be very suspicious of any engineers turning up without prior arrangement A process that oversees any changes to chip and PIN equipment with appropriate audit trails should be in place especially where external suppliers provide maintenance checks Employee application processes should include checking an applicant s work history and work record as far as allowed by law A documented security policy should be developed that is available to all staff and where possible responsibility for security matters should be allocated to a manager who can act as a single point of contact for all staff Security training should be carried out to remind staff of their responsibilities at least annually and more regularly where staff turnover is high This training should be an integral part of the induction of new staff Care must be taken to balance these security needs with the requirements of the Equalities Act 2010 t See also the Information Commissioner s CCTV Code of Practice www ico gov uk Security Staff should be made aware of all the potential ways that criminals target card data and encouraged to report any issues or concerns they may have Any security related activities involving chip and PIN equipment should be carried out under the supervisio
64. f the cardholder taxi drivers chauffeurs couriers or messengers However third party delivery of relatively low value goods such as flowers is appropriate Insist that goods may only be delivered to the cardholder s permanent address If you agree to send goods to a different address take extra care and always keep a written record of the delivery address with your copy of the transaction details Don t send goods to hotels or other temporary accommodation Only send goods by registered post orareputable courier and insist on a signed and dated delivery note Be wary of sending goods abroad that may be readily available in the buyer s local market Couriers should be instructed 79 To make sure the goods are delivered to the specified address and not given to someone who just happens to be waiting outside To return with the goods if they are unable to effect delivery to the agreed person address Not to deliver to an address which is obviously vacant To obtain signed proof of delivery preferably the cardholder s signature Security Other important fraud considerations Remember an authorisation code only indicates the availability of a cardholder s credit and that the card has not been blocked at the time of the transaction It does not guarantee that the person using the card is the rightful cardholder Do not under any circumstances process transactions for any business other than your own Some f
65. for their records This need not be a separate receipt The card payment data can be included at the bottom of your POS itemised receipt With chip and PIN capable POS the information displayed should include an indication that it is PIN verified Only the last four digits of the card number are to be shown on the cardholder s copy Only make cash disbursements to a cardholder as part of a card transaction up to the limit authorised in your agreement with us Have prior written agreement from Cardnet before accepting mail telephone order or E Commerce card transactions Key points You must not Indicate that Cardnet Visa MasterCard Discover Financial Services its partner cards or any other association endorses your goods and services Establish minimum or maximum amounts as a condition for accepting a card Impose a surcharge on Visa debit cards this is a Visa scheme requirement Submit a transaction or sale that has previously been charged back See Section 7 Security Chargebacks Accept any direct payments from cardholders for example cash cheques for the credit of the card account only the card issuing bank is authorised to receive such payments Process paper transactions except in the case of fallback See Section 9 Exceptions page p93 Accept transactions on behalf of third parties Discourage favour or discriminate against the use of any particular card which is part of a Card Scheme you h
66. he card once you have completed all the above steps return the card to the cardholder together with any original receipt and a signed copy of the refund slip If the cost of the replacement item differs from the returned item a refund for the original item should be completed on the same card as the original transaction A new sale should be completed for the new transaction and authorisation obtained 100 Exceptions Processing Card Not Present CNP transactions when your terminal is not working Provided you have received written agreement from Cardnet you may accept a telephone or written order from a cardholder who wishes to pay using a Visa MasterCard Maestro Diners Club International Discover BC Global or DinaCard card Visa Electron cards can be accepted for CNP as long as you authorise the transaction see Section 5 Authorisation and referrals You must not accept internationally issued Maestro or V PAY cards for CNP transactions To process your CNP transactions you need to record the information on form CMS910 Card Not Present Transaction Schedule These forms are available by calling the Cardnet Helpline on 01268 567 100 The CMS910 isatwo part carbonated form containing a perforated section which allows you to record the cardholder s Card Security Code CSC on the top copy only This means that the CSC will only be recorded on the copy that you send to Cardnet for processing This ensures that you c
67. he cardholder and the card 3 Cardholder s signature The signature strip should not be disfigured or tampered with in any way and should have only one signature If you are presented with an unsigned card please contact the Authorisation Centre immediately for advice stating This is a Code 10 authorisation see Section 7 Security Suspicious transactions Do not allow the cardholder to sign the card until you have received 38 instructions from the Authorisation Centre If the card is a chip and PIN card and the cardholder has successfully entered the PIN they should be advised to sign the card Bank Identification Number BIN On Visa and MasterCard cards check that the first four digits of the card number are printed in small characters below the first four digits of the card number If the four digits are missing or do not match the card is probably counterfeit 5 Damaged cards Ensure that the chip or magnetic stripe on the card you are presented with has not been mutilated or damaged in any way Code 10 If after making these checks you think the card may be invalid keep the card and do not release the goods or provide the services Telephone the Authorisation Centre immediately stating This is a Code 10 authorisation see Section 7 Security Suspicious transactions Reward A reward of 50 will normally be paid to any Cardnet merchant who recovers acard when requested to do so by the Auth
68. her acceptance marks or logos such orthis manual as Discover or pulse may appear on the back of the card 24 Acceptable cards BC Global Card BC Global Card is a partner brand of Discover Financial Services and is the largest domestic network in South Korea As Korea s biggest credit card company BC Global Card currently have 11 financial institution partners and have issued approximately 55 million cards in Korea 1 Embossed account number The account number appears on the front of the card with the first four digits printed below 2 Chip An embedded chip appears on the front of the card eC TIn nn 3 S D 2 3 PLANE Thru indicates the last month in which AIM ASKIN YONG 4 Cardholder name The cardholder name is embossed on the front of the card 5 BCGlobal Card logo The logo appears on the front of BCcard Co Ltd CPO BOX 4024 SEOUL KOREA TLX 26974 FAX 82 2 520 4095 www bccard com the card 6 Magneticstripe The magnetic stripe should appear smooth and straight with no signs of tampering Signature strip The signature panel is shortened on chip enabled cards The signature on the card should match the customer s signature on the receipt MAJAID 1588 4515 7 igAjM A 1566 7777 ogee 4494 AUTHORIZED SIGNATURE mm 8 Acceptance marks The back of the card should display the acceptance marks of Discover Diners Club International and pulse in addition to the BC Global Card
69. ices and point of sale equipment providers Why do criminals target cards card details and PINs Fraudsters try to capture card details and PINs in order to produce fake magnetic stripe cards which can then potentially be used in shops or cash machines that haven t upgraded to chip and PIN mainly overseas 70 Threats Listed below are some of the main forms of attack in the shop environment Electronic attacks These are attacks on the chip and PIN terminal or the software used to process card details Criminals attempt to place illegal data capturing devices bugging equipment or software in chip and PIN terminals or install pinhole cameras focused ona keypad that record cardholders PINs Substitution attack Fraudsters attempt to remove parts or all of the chip and PIN terminal and substitute them with doctored or bogus devices that capture card data or PINs Criminals may attempt to install fake equipment by posing as service engineers Theft Criminals may try to steal chip and PIN terminals with the aim of gaining access to any stored data held in the device learning about their inherent security features or attempting to doctor the device prior to reinstalling it in a shop environment Members of staff Criminals may target businesses by applying for jobs or coercing existing shop staff into helping them so they can access chip and PIN terminals install pinhole cameras or skim cards through the use of ha
70. ich you need to send to us for processing You must take the following steps 1 2 Complete a Retailer Summary Voucher with a ballpoint pen List the amount of each Sales Voucher and the total in the spaces provided on the back of the Retailer Summary Voucher Prepare a separate listing if there is insufficient space on the summary Please do not use staples pins or paperclips Do not batch more than 200 vouchers on one summary Complete the front of the summary set the retailer copy as follows Enter the total number of Sales Vouchers and total amount Enter the total number of Refund Vouchers and the total amount Enter the net total amount by deducting refunds from sales Banking and reconciliation 7 Detach the bottom copy and assemble the documents in the following order Retailer Summary processing copy Separate listing if used Sales Vouchers in the same order as listing Refund Vouchers 8 Place inthe envelope provided for submitting paper vouchers to Cardnet 9 Retain the two top yellow and blue retailer copies of the Summary Voucher and keep with your copy of the Sales Vouchers Paper transactions are not permitted for Discover Financial Services cards or partner cards on over the counter transactions 61 Preparing your Card Not Present Transaction Schedules for processing Each Retailer Summary Voucher completed will result in a separate credit entry to your ban
71. ing you to top up your cardholder s mobile phone E Top Up E Top Up is the electronic system that allows a mobile phone user to top up their phone through a terminal using a plastic card The cardholder s network provider or amerchant offering the service will have supplied this card The card is linked to their mobile phone Making an E Top Up transaction Cardholder pays you by cash cheque or debit credit card Vourcardholder s top up card is swiped through the terminal The amount they wish to top up should then be entered into the terminal The top up amount Is automatically added to their mobile phone Purchase with Cashback and mobile phone top ups are not supported by Discover Financial Services or partner cards Additional facilities for you and your customers E Voucher E Voucher allows prepay mobile users to top up their mobile phone even if they don t have a swipe card Making an E Voucher transaction Choose the network via the terminal menu and the desired top up amount using the designated function keys These will be detailed in the User manual supplied with your terminal An E Voucher will then be printed out in the form of areceipt The cardholder then pays you and you hand the E Voucher to the cardholder The cardholder then calls the Interactive Voice Response IVR number as detailed on their receipt and enters their unique PIN also printed on their receipt This will then top up the
72. iry date Cardholder number the unembossed number can be AUTHORISED SIGNATURE between 16 and 19 digits Issuer identification bank name may appear on the front or the back of the card Contactless indicator can be displayed in Visa blue black or white Cardholder photograph These card images are for visual purposes only Domestic Debit Scheme mark 11 Acceptable cards Features that only appear on the front of the card Printed BIN Bank Identification Number The four digit printed BIN number must appear below the account number and must match the first four digits of the printed account number Features that only appear on the back of the card Signature strip can be customised and can vary in length from card to card Plus symbol allows ATM services Card Security Code CSC three digit security number Important Authorisation All V PAY transactions must be authorised either online or offline at the time of the transaction Internet E Commerce V PAY cards can be used to make purchases over the Internet if permitted by the issuer However you must be registered for Verified by Visa to be allowed to display the V PAY logo on your website Mail order telephone order and recurring transactions V PAY cannot be accepted for mail order telephone order or recurring transactions 12 Acceptable cards Visa Electron Bank Name 3 j P 4 400
73. ith the exchange rate used at the point of sale Your terminal is automatically updated with exchange rates so you don t need to continually amend your pricing when rates fluctuate Commission is normally paid to you for every DCC transaction yOU process Call the Cardnet Helpline on 01268 567 100 to find out more about DCC for your business Accepting currency transactions We can help you trade more easily with overseas customers by accepting payments in different currencies Cardnet supports a wide range of transaction currencies and funding options which can be tailored to suit your business Call the Cardnet Helpline on 01268 567 100 to find out more 92 Cash Advance The Cash Advance facility is available to Bureaux de Change merchants only This facility allows you to accept cards to dispense travellers cheques foreign currency travel money cards and money orders There are specific requirements for these types of transactions For example secondary identification If you are interested in this facility please contact the Cardnet Helpline on 01268 567 100 Additional cards You may also want to accept American Express or JCB cards at your point of sale Before you can do this you will need to apply for acceptance facilities with each of these schemes and also confirm your terminal can support them For further information please go to the following websites American Express www americanexpress com JCB www
74. its from the card or it may appear in a white box beside the signature strip For customer service call 000000000 Authorised signature Please note there are some fundamental differences in the appearance of UK Maestro cards and internationally issued Maestro cards These card images are for visual purposes only 19 Acceptable cards Some may also contain the following The chip The hologram The cardholder s title for example Mr Mrs Miss The start date The card issue number this is the sequential number used to identify cards issued on the same account It will be one or two digits only Cheque guarantee and ATM functionality There are also some differences in the way UK Maestro and internationally issued Maestro cards operate and it is very important that you follow this manual for all Maestro cards you accept Please ensure that your staff are trained to accept Maestro cards and are familiar with these procedures 20 Maestro Maestro transactions must always be processed through your terminal Some Maestro cards have additional functionalities such as cheque guarantee and ATM International Maestro All internationally issued Maestro transactions must be authorised and your terminal will recognise this In the event of failed card read or swipe please refer to the terminal fallback procedures set out in Section 9 Exceptions If you accept E Commerce transactions you m
75. k account Your bank account will be credited once the vouchers have been processed by us If the value of refunds is equal to the value of Sales Vouchers then no credit will be made to your bank account If you have insufficient Sales Vouchers against which to offset the Refund Voucher s complete a Retailer Summary see page p60 and enter the details of the refund s The value of the refund s should be enclosed by brackets preceded by a minus sign to clearly indicate that the total is a negative value The Retailer Summary Voucher and the corresponding Refund Voucher s should be sent to Cardnet at the address detailed on page p62 The value of refunds will subsequently be debited from your bank account Itisimportant that you submit the vouchers within the timescales given If you do not the transactions may be rejected by the card issuers even though the proper authorisation procedures have been followed You must retain copies of all Summaries Sales and Refund Vouchers for at least 13 months This will assist you in checking your statement and resolving any possible chargebacks If you are unable to produce a copy of the relevant Summaries Banking and reconciliation Sales or Refund Vouchers the transaction may be charged back to you It is also essential to Cardnet in the event that any summaries or vouchers are lost en route Sending your over the counter vouchers and Card Not Present Transaction Schedules to C
76. l Valid From date Ultraviolet mark When placed under an ultraviolet light newer Visa cards will have a V visible over the Visa logo On older cards a dove will appear in the centre of the card Magnetic stripe The magnetic stripe holds information about the card and appears on the back of all cards Card Security Code CSC The three digit security code may appear On the signature strip next to the full card number or card number showing only the last four digits Alternatively it may appear in a white box beside the signature strip Signature strip The signature strip may be customised and may vary in length from card to card On some older cards it may still extend the entire width of the card The last four digits of the card number together with a three digit Card Security Code will appear on the right hand side Some older cards in circulation may show the whole account number followed by the three digit Card Security Code It is now optional on current Visa cards for the flying V the letter V tilted to the right to appear next to the expiry date on the front of the card Visa Credit OLDER NAME CARDH These card images are for visual purposes only 9010 123 Acceptable cards Visa Debit LLOYDS BANK 4 SS 4123 M5b 8910 1234 VISA 06 13 02 H4 LEE M CARDHOLDER DEBIT 00 00 00 98765432 AUTHORISED SIG
77. l be sent to you as soon as possible As your account is settled by Direct Debit to your bank this will continue to be done and we will notify you as soon as possible You will be able to continue monitoring credits received by Cardnet by checking your bank statement Chargebacks will be processed in the normal way but you will not be able to receive details until the emergency or disruption is over 112 Our service promise If you experience a problem wewillalwaystrytoresolve itas quickly as possible Please bring it to the attention of any member of staff Our complaints procedures are published at lloydsbankcardnet com contactus Important information Calls may be monitored or recorded in case we need to check we have Lloyds Bank plc Registered Office 25 Gresham Street London EC2V 7HN carried out your instructions correctly and to help improve our quality Registered in England and Wales No 2065 Authorised by the Prudential of service Regulation Authority and regulated by the Financial Conduct Authority Please remember we cannot guarantee the security of messages sent and the Prudential Regulation Authority by email Lloyds Bank plc is covered by the Financial Ombudsman Service Please note that due to the eligibility criteria of this scheme not all Lloyds Bank Cardnet is a registered trademark of Lloyds Bank plc MasterCard and customers will be covered the MasterCard Brand Mark are aregistered tradema
78. n mini cards Visa has produced miniaturised Visa and Visa Electron cards These cards carry the Visa and Visa Electron logos in reduced sizes positioned in either the bottom or top right of the card The Visa mini dove hologram will always appear on the Visa card but is optional on the Visa Electron mini card The mini dove hologram can appear on either the front or the back of the card Other features include Signature strip A signature strip can be found on the back of the card Magnetic stripe The magnetic stripe can be found on the back of the card Card Security Code The three digit security code may appear on the signature strip next to the full card number or alternatively the last four digits from the card number or it may appear in a white box beside the signature strip 15 Cardholder photograph and signature A photograph of the cardholder may appear on either the front or back of the card Visa SimplyOne card The Visa SimplyOne card is a multiple payment chip card that will provide cardholders with two or more payment applications for example debit and credit on a single chip card The card design hastwo card numbers and two Card Security Codes The card number for the main functionality is embossed onthe front of the card with a corresponding Card Security Code positioned beside the signature strip on the reverse of the card The secondary card number and Card Security Code are printed on the r
79. n mutilated in any way You have any reason to be suspicious about the sale the card or the cardholder 73 The amount of the transaction is significantly higher than normal for your business Your terminal requests that you call the Authorisation Centre You must hold on to the card and goods and telephone the Authorisation Centre immediately on 01268 822 822 you should not call the police unless instructed to do so by the Authorisation Centre When you make a Code 10 authorisation you should have the following details ready Thecardnumber Thecardissue number if applicable Your Cardnet merchant number The exact amount of the transaction in pounds and pence The card expiry date You must tell the operator This is a Code 10 authorisation This will alert the Authorisation Centre and you will be asked aseries of questions most of which will require Yes or No answers to avoid difficulty or embarrassment if the cardholder is waiting close by The operator may instruct you to call the police or let you know that the police have been notified Police involvement is not always necessary please do not contact the police unless instructed to do so Security Reward There is normally a 50 reward to any Cardnet merchant for cards recovered at the request of the Authorisation Centre Please note that Discover Financial Services do not participate in the reward scheme
80. n of more than one employee or manager Staff access to sensitive data should be managed accordingly This includes staff who have no operational responsibility but have physical access to buildings for example staff not directly employed by your organisation such as cleaning and maintenance staff Staff who are approached or coerced by criminals into acting fraudulently should contact the police immediately When employees leave the employment of an organisation itis important to ensure that all of their access rights and security related entitlements are revoked In particular ensure that all keys are returned and that any physical access codes are changed so that they cannot Subsequently enter secured areas 72 Managing chip and PIN equipment Chip and PIN terminals are valuable assets and should be treated as you would the cash in a till They should also be subject to good management routines Merchants should devise an inventory to record the serial numbers of their terminals and the location where they are installed including replacements and spares Regular checks should be carried out to ensure that these devices are where they should be and that any changes are authorised and noted in an asset management record Shop managers should also have systems in place to review inventories and asset management records on a regular basis and have procedures in place when any inaccuracies are spotted Where equipment
81. n on the same card number that has failed both chip PIN and magnetic swipe Thetransaction in respect of which the Sales Receipt was issued is for any reason illegal or of no legal effect The cardholder denies having authorised the transaction and you are unable to provide evidence satisfactorily to the Bank that the transaction was authorised Thetransaction is a Card Not Present sale and is disputed by the cardholder and or card issuer Please note Authorisation does not confirm the identity or authority of the cardholder and therefore is not a guarantee of payment It confirms that the funds are available on the account and that the card has not been reported lost or stolen at that time Please remember due to the time frames imposed by MasterCard Visa Maestro and Discover Financial Services it is extremely important that you respond to resolve a retrieval request or chargeback enquiry immediately The more information we have at the time of the retrieval request or chargeback the better we can dispute the item on your behalf For further information about reducing your chargeback risk contact the Cardnet Helpline on 01268 567 100 What customers want With Cardnet you can offer more services like Cashback mobile phone top up and foreign currency transactions 8 Additional facilities for you and your customers Cardnet offers more than just quick and conven ient payments Additional facilitie
82. nabled with the AVS functionality to process CNP transactions your terminal will automatically prompt for the AVS information and call the Authorisation Centre as normal Transactions should take the same time to authorise even though you have given us more information to check The CSC and AVS are designed to eliminate the need for CNP Code 10 calls this means the Authorisation Centre cannot be used for any additional checking This is because the Authorisation Centre will only be able to perform the same checks as your terminal and you will also run the risk of receiving two authorisation numbers for the same transaction Please note Vou can verify the CSC on Discover and Diners Club International cards However the AVS is not supported on these cards Your customers should now be used to giving the additional information for CNP transactions The protection against card fraud is a benefit to them as well as to you and should be used These extra security measures shouldn t make any difference to the speed it takes to authorise a transaction electronically In fact authorisation could be quicker because you will no longer need to make CNP Code 10 phone calls Plus the final decision on whether or not to accept a payment is still up to you 47 Authorisation responses If there are available funds and the card hasn t been reported lost or stolen you will receive one of the standard responses shown in the table below Respon
83. ndheld card readers Security Keeping chip and PIN equipment safe and secure Chip and PIN terminals need to meet specific levels of security that are set by Visa MasterCard Discover Financial Services and the UK Cards Association On top of this it is essential that the location where they are being used Is physically secure and that the devices are safely looked after The following guidelines can help keep chip and PIN equipment safe and secure Physical security of equipment The physical location of the chip and PIN terminal and security of its parts should be considered Can it be removed easily Are the separate parts physically protected to prevent tampering or theft Chip and PIN terminals should always be placed in a location that allows the cardholder to use them in a way that prevents other cardholders from seeing the PIN Where practical terminals should include PIN shielding Secure cradles should be used to minimise opportunities for criminals stealing the terminal CCTV should be used to cover the till area Cameras must be fixed so that a cardholder s PIN cannot be identified Access to CCTV footage should be restricted to authorised staff and measures in place to ensure that it is not possible to interfere with the recordings Routines should be implemented to check the condition of chip and PIN equipment on a regular basis to ensure that it has not been tampered with Checks should include an inspection o
84. ne to resolve the problem or acknowledge your complaint and let you know how to contact the person or team dealing with your case We will also Provide you with regular updates Let you know our final response within eight weeks from when you first contacted us about your complaint Contact the Financial Ombudsman Service If you remain dissatisfied You may be able to refer your case to the Financial Ombudsman Service for an independent review This is a free independent dispute resolution service for customers of most UK banks building societies insurance companies and other financial institutions Their details are as follows Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR Telephone 0800 0234567 from a landline or 0300 1239123 from a mobile You will find more information on the Financial Ombudsman Service website including details about eligibility at www financial ombudsman org uk We value your custom and want to resolve your complaint for you The Financial Ombudsman Service will only consider your complaint once you ve tried to resolve it with us or no final response has been provided after eight weeks from the complaint being made 106 What to do If you experience financial difficulties You will usually spot financial problems before us and you should let us know of your difficulties as soon as possible If we become aware of problems we will let you know in
85. nervous agitated hurried Is the cardholder making indiscriminate purchases The cardholder makes an order substantially greater than your usual sale for example your average transaction is 40 but this transaction is for 400 The cardholder insists upon taking the goods immediately for example they are not interested in free delivery alteration or if the goods are difficult to carry If a voucher is being used the cardholder takes an unusual amount of time to sign and refers to the signature on the back of the card The cardholder takes the card from a pocket instead of a wallet 5 The cardholder repeatedly returns to make additional orders in a short period of time causing an unusual sudden increase in the number and average sales transactions value over a one to three day period Never transfer funds on a customer s behalf Such transactions for example on behalf of translators or couriers are highly likely to be fraudulent The sale is at an unusual time of day for your business Do not under any circumstances refund a payment in part or in full to a card or account other than to the card used to process the original sale The cardholder tells you that he she has been having problems with his her card for payment where multiple transactions are subsequently declined but eventually an authorisation is obtained for a lower amount Most genuine cardholders know how much available credit they have A fra
86. not obliged to supply cardholder names or addresses so it is important that you store your records carefully 83 Security Common causes and reasons for chargebacks continued Reason Cardholder did not authorise the transaction primarily CNP transactions Non matching account number this is where a transaction has been processed on a non existent card account By way of example it is possible that a card has been created by a fraudster or that an existing cardholder s account details have been skimmed i e copied on to another card Transaction was processed more than once to the same cardholder Sales slip was not imprinted The sales slip provided was not imprinted using amanual imprinter machine nor was the card or magnetic stripe read for example the transaction was key entered into your terminal and the cardholder denies participation in the transaction How to reduce your chargeback risk Mail telephone orders follow the recommended procedures in Section 4 Accepting transactions Card Not Present CNP transactions E commerce transaction implement Verified by Visa MasterCard SecureCode and Diners International ProtectBuy to authenticate payments See Section 4 Accepting transactions pages p51 and p52 f you use an electronic terminal the chip card must be inserted into the chip reader or if you do not have a chip terminal swipe the card through the swipe slot and ensur
87. nsactions pages p51 and p52 or visit www mastercardmerchant com securecode If permitted by the issuer V PAY can only be accepted over the Internet if Permitted by the issuer You are registered for Verified by Visa For more information about Verified by Visa see pages p51 and p52 Section 4 Accepting transactions or visit the Business and Retailers Section of www visaeurope com For more information about Diners Club International ProtectBuy see pages p51 and p52 Section 4 Accepting transactions or visit www dinersclubinternationalprotectbuy com 54 Please note that zero floor limits will apply to all of the following transaction types below and you must always obtain an authorisation for such transactions Where the customer is present All magnetic stripe read transactions All key entered transactions All paper or manually processed transactions authorisation by telephone 2 All purchase with cashback transactions Where the customer is not present All Card Not Present transactions which include Mail Telephone Order E commerce Internet and Recurring transactions Please remember that if you process any of the above transactions without authorisation they may be rejected by the card issuing bank and charged back to you 5 Authorisation and referrals This section explains when authorisation is required for transactions and how to conduct a referral It also covers the proc
88. nt and will always be printed with a MasterCard repeat pattern It is now optional on current MasterCard cards for the letters MC tilted to the right to appear next to the expiry date on the front of the card 18 Debit MasterCard Bank Name Debit Sale YALE SAA See we lc le Mastercard LEE Mi GAIRDHOLUDIER hom For customer service call 0000000000 Not Valid Unless Signed Authorized Signature Acceptable cards Maestro Maestro is the debit card brand owned by MasterCard and is issued by many different banks both in the UK and overseas All Maestro cards identify the issuer and feature the standard B ank Name blue and red Maestro logo on the front of the card amr Usually cards will carry the following details m f 1 Maestro logo the blue and red interlocking circles with the ED word Maestro printed across the centre in white mms SIU SE Twa js Ae dc uc Au bS CAW Cardholder number this can be between 12 and 19 digits The cardholder s name Maestro The expiry date The magnetic stripe Dm A UJ N Signature strip this may be printed with the word Maestro in repeat pattern and may also contain the last four digits of the cardholder number followed by the three digit Card Security Code 7 Card Security Code CSC The three digit security code may appear on the signature strip next to the full card AL YI number or alternatively the last four dig
89. numbers do not match telephone the Authorisation Centre immediately for advice stating This is a Code 10 authorisation see Section 7 Security Suspicious transactions p73 42 You must retain copies of all sales and refund receipts fora minimum of 13 months This will assist you in checking your Statements and resolving any possible chargebacks Please see Section 7 Security p65 for details on how this information must be stored If you are unable to produce a copy the transaction may be charged back to you 6 Return the card Once you have completed all the above steps return the card to the cardholder together with any goods purchased and a signed copy of the receipt Mag stripe receipt WHITES OF LONDON LOBD08 Ew 1 IDSs SARA KEES BAAR ORO P i710 pW PED TALE MERCHANT cry AMOUNT 110 00 GRATUILTY 0 00 TOTAL 10 000 PLEASE DEBIT Mv ROCOLNT hands iow Bis 134190068 AUTH CODE 0654 RECEIPT COO Accepting transactions Card Not Present CNP transactions Provided you have received written agreement from Cardnet you may accept a telephone or mail order from a cardholder who wishes to pay using a Visa MasterCard Maestro Discover Financial Services or partner card You must not accept internationally issued Maestro cards and V PAY for CNP transactions Visa Electron cards can be accepted for CNP as long as transactions are always authorised When accepting a CNP order please t
90. omething you re not happy with Cardnet aims to give you the highest level of service So if we make a mistake or if there is something you feel we could do better please tell us and we ll do our best to put it right This is to let you know what to do if you re not satisfied with the service we provide and the steps we ask you to take to help us deal with your complaint as quickly as possible Remember most problems that arise can be resolved quickly if you talk to us as soon as possible When you call us you will need to have your merchant account number s to hand Please remember for security reasons never to send this information to us by email 105 Additional information Contact us We need to know the nature of your complaint and how you think the problem should be resolved You can do this by Telephoning our Cardnet Helpline on 01268 567100 D Emailing us at cardnet_complaints lloydsbanking com Writing to us at the following address Lloyds Bank Cardnet Phoenix House Christopher Martin Road Basildon Essex SS14 3EZ Our promise We will always try to resolve your issue promptly As soon as we have received your complaint we will respond to it as quickly as we can usually by the end of the next working day If we can t respond within this time for example we may need to refer your complaint to a specialist area we will write to you within five working days to either tell you what we have do
91. omply with the Card Scheme regulations which state that the CSC information must not be stored by a merchant the perforated section on the top copy that you send through to Cardnet is destroyed once the transaction has been processed Itisimportant that you use the CMS910 to process these transactions as the standard Sales Vouchers do not comply with the Card Scheme regulations in relation to the non storage of the CSC data For all CNP orders using the CMS910 you must collect the card and cardholder details following the instructions in Section 4 Accepting cards Card Not Present transactions p43 1 101 Complete a Cardnet Card Not Present Transaction Schedule CMS910 At the end of the day total up each sheet and list each CNP transaction separately on a Retailer Summary Voucher Please do not submit more than 16 schedules behind one Retailer Summary Voucher Any refunds must be entered ona separate sheet which should be clearly marked Refunds and sent to us for processing with the sales pages The value of refunds must be offset against the value of sales Keep the carbon copy of the schedule for your records These must be kept for a period of 13 months as Cardnet may ask you to provide a copy of the transaction in the event of a dispute For details on how this information must be stored see Section 7 Security Send the top copies and Retailer Summary Voucher into Cardnet at the following addres
92. open 8am 9pm Monday to Saturday Alternatively for merchant and consumer advice frequently asked questions FAQs and online demonstrations on how these solutions work visit www visaeurope com Businesses and Retailers www mastercardmerchant com securecode www dinersclubinternationalprotectbuy com www financialfraudaction org uk Card Schemes Your Cardnet facility allows you to accept many different types of cards The guide below shows you the processing options Accepting transactions possible for each of the different Card Schemes Card type MasterCard Debit MasterCard Maestro International Maestro Visa Credit Visa Debit Electron V PAY Discover Diners Club International BC Global Card DinaCard Corporate Commercial and Purchasing cards Electronic processing bas as Aas aS LUIS Manual key entry E EM VEM EE SN EE LUIS 23 Mail and telephone order NS PN SPN NPN SPN SES E commerce v v vit vit S v S Purchase with Cashback x QS SN 8 ISIS Accepting transactions The acceptance of these facilities must also be agreed with Cardnet For more information contact the Cardnet Helpline on 01268 567 100 Lines are open 8am 9pm Monday to Saturday Maestro cards can only be accepted over the Internet if you are registered for MasterCard SecureCode For more information about MasterCard SecureCode see Section 4 Accepting tra
93. orisation Centre Please note Discover Financial Services do not participate In the Reward scheme This means we are unable to pay a reward for the recovery of Diners Club International Discover BCcard or DinaCard cards 4 Accepting transactions This section explains how to conduct the various types of transaction smoothly and securely 39 Accepting transactions Cardnet allows your business to accept over the counter transactions and with our written agreement telephone or mail orders using certain types of card You can also accept Internet payments by applying to Cardnet for an E commerce facility Over the counter transactions All transactions must be processed through an electronic terminal Always follow the instructions shown in the user manual supplied with your terminal Below is a brief summary of the procedures you need to follow when processing card transactions Chip and PIN card transactions 1 Ensure the card is inserted into the card reader 2 Follow your terminal operating instructions 3 The cardholder will be prompted to enter their PIN What if the cardholder enters an incorrect PIN The cardholder has three chances to enter their PIN If on the third attempt the PIN is entered incorrectly the PIN number will lock At this stage you should tell the cardholder that their PIN has locked and ask for an alternative method of payment 40 Contactless receipt Verified by PIN receipt
94. ources and cardholder data 11 Regularly test security systems and processes 12 Maintain a policy that addresses information security Security Remember When you engage Agents or Third Parties software houses payment service providers web hosting companies EPOS amp till vendors You must tellus about any Agent or Third Party that engages in or proposes to engage in the processing or storage of card transaction data on your behalf You must ensure that your Agents Third Parties are compliant with PCI DSS and have registered with Visa asa Merchant Agent at www visamerchantagents com Important next steps to ensure your business is compliant All Cardnet merchants are mandated to validate their compliance with PCI DSS For most merchants this is through the completion and attestation of an annual self assessment questionnaire SAQ on our PCI DSS Compliance Management Service available at lloydsbankcardnetpcidss com Our online portal lloydsbankcardnetpcidss com delivered in association with our partner Sysnet Global Solutions will give you all the information you need to become and remain compliant through a simple straightforward programme The online portal helps you to understand which requirements are appropriate to your business and guides you through your self assessment step by step providing support and help at every stage It s anongoing service which ensures that you maintain your compliance 68
95. payments for goods or services purchased in a single transaction Accept instructions for recurring transactions on V PAY cards Impose a finance charge in connection with a recurring transaction Additional facilities for you and your customers Complete a recurring transaction after receiving a cancellation notice from the cardholder or issuing bank If a request for authorisation has been declined or if a previous transaction using an existing cardholder instruction has resulted in a chargeback to you you must approach the cardholder to obtain a new authority Key enter a recurring transaction into a point of sale terminal You will need a software solution from one of our approved third party payment service providers PSPs to manage these payments on a recurring basis Please contact your chosen PSP to see if they can support this service Best practice for recurring transaction merchants is to obtain a written authority from the cardholder for the goods or services to be charged to their account In the case of E Commerce merchants the authority should be contained within the website and an electronic or hard copy held The written authority signed by the cardholder must at least specify Thetransaction amounts The frequency of recurring charges The duration of time for which the cardholder s permission is granted however this must not exceed one year If the recurring transaction is renewed the ca
96. raudsters offer commission to process transactions while they are awaiting their own credit card facilities or where they have not been successful in obtaining their own If you process transactions on behalf of any other business person you will be liable for any chargebacks and could put your own Cardnet facility at risk Fraud prevention Transaction laundering If you are approached with a proposal to buy card transactions you must contact us immediately on 01268 567 100 This isa form of money laundering and is contrary to the terms of your Retailer Agreement Phishing emails If you receive an email from somebody claiming to be a bank or an official business asking for transaction details of all cards recently accepted for payment you must report this to Cardnet straight away on 01268 567 100 This is a fraud tactic to obtain card details A bank or any other official business would never make contact in this way to request card information 80 Fraud prevention programmes Some businesses are more prone to fraud than others and you may be unfortunate enough to suffer a fraud attack particularly if you offer goods that are attractive to fraudsters and can be easily but illegally resold Itis your responsibility to protect your business from financial loss It is also imperative that you and any staff that you employ follow the contents of this manual carefully at all times If you are concerned that you may be vulnerable
97. rd number if the one given Is refused Check your records to see if you have had anumber of transactions over a short period of time from a company or individual with whom you have not had any previous dealings Also check to see if there are any unusual features or consecutive sequences in the card numbers given over a period Usually fraudsters will offer card numbers that are the same except for the last four digits This could mean that a batch of cards has been stolen Be especially wary if the delivery or cardholder s address given is overseas and products purchased are readily available in that locality Also be particularly wary of Demands for next day delivery Alterations of delivery address at short notice Phone calls on the day of delivery asking what time the goods are due to be delivered Multi tiered address for example units flats Danger signals If any of the following happen we recommend you make extra checks This list does not cover every eventuality some fraudsters spend along time building up credibility and then request an extremely large order that is too good to be true Isthe sale almost too easy Is the caller disinterested in the prices precise details of the goods particularly if itis a new customer Is the stock ordered of high value or easily resold merchandise s the sale excessive in comparison with your usual orders Is the cardholder ordering lots of different i
98. rdholder will need to complete a new authority for the continuation of such goods or services to be charged to their account Recurring transactions are a convenient way to collect payments but they can be a source of cardholder disputes 90 To address some of these concerns both Visa and MasterCard have introduced solutions which enable merchants to validate and update the historic card details they have on file These solutions are known as Visa Account Updater VAU and MasterCard Automatic Billing Updater ABU There is no equivalent solution for Discover Financial Services or partner cards How do VAU and ABU work Transactions are submitted by merchants through our approved third party PSPs to the Card Schemes for validation and checking Through this validation you can clearly see when anew card number has been issued when an account has been closed or when the cardholder has asked for a payment to be terminated You can then update the card details you have on file and proceed with authorisation of the transaction VAU and ABU can help increase your recurring transaction approval rates and improve cardholder satisfaction Additional facilities for you and your customers Polling Gratuities In some circumstances additional functions required from The transaction amount may be changed in order to adda your electronic terminal may mean that you will need a polling gratuity if bureau to process your transactions Plea
99. rk of MasterCard International Incorporated Maestro is aregistered trademark of This information is correct as of September 2013 MasterCard International Incorporated 114 Get in touch P 8 Go to lloydsbankcardnet com Q Call us on 01268 567100 Lines open 8am 9pm Monday to Saturday Please contact us if you d like this information in an alternative format such as Braille large print or audio LLOYDS BANK CARDNET CMS200 09 13
100. rnment departments public sector bodies and large businesses Enables control and monitoring of expenditure and the provision of data and information to help improve cost management Allows VAT reclamation Removes paper based processes through electronic invoicing with detailed breakdowns of expenditure LLOYDS BANK d Purchasing 412345678740 1234 4123 VALID Ae EXPIRES 1 FROM 06 13 END w 2714 LEEM CARDHOLDER VISA These card images are for visual purposes only BENEFITS In order to capture the full benefits of purchasing cards you will need to upgrade your point of sale equipment For more detailed information or operating instructions contact the Cardnet Helpline on 01268 567100 32 3 Checking tne cara The following details need to be checked carefully on all cards even if the holder is well known to you or is a regular customer 33 Checking the card The name of the card e g Visa MasterCard Maestro Diners Club International Discover BC Global card and DinaCard and card issuer for example Lloyds Bank should appear in bold letters on the card You should also check the following Security features Front of card 1 Microchip 2 Cardnumber 3 Bank Identification Number BIN 4 Validity date 5 Cardholder s name title LLOYDS BANK i i3 NE um 4lLesg J456 6910 1234 oe VISA LEE M CARDHOLDER UL UL ULD Sta boas T Uu JO JU DEBIT
101. s Lloyds Bank Cardnet PO Box 22 Sheffield S98 1BG Sendareceipt to the cardholder to confirm the order Please remember that for security reasons the cardholder receipt must not include the full card number Exceptions If you use the Address Verification Service the operator will Cord Not Present LLOYDS BANK PAR cesses check the details you have provided and give you one of the were CIIILIIIIIIIIIT w mr authorisation responses detailed in the table in Section 4 iey sya ri sib airpong Fan Accepting transactions Card Not Present transactions p43 You can then make an informed decision whether or not to accept the card as payment However please remember that you remain ultimately responsible should a transaction be confirmed as invalid or fraudulent even if the data matches and an authorisation code Is given Important if you choose to deliver goods to an address other than the cardholder s address you are taking additional risk See Section 7 Security How to guard against fraud for some helpful tips Banking Please remember to submit your Retailer Summaries Sales Vouchers Refund Vouchers and Card Not Present Transaction Authorising Card Not Present transactions when your Schedules to Lloyds Bank Cardnet PO Box 22 Sheffield S98 1BG terminal is not working at the end of each business day Authorisation must be obtained for all sales by For full details on how prepare these transactions for processing
102. s ensuring they have been entered correctly 25 Once you have key entered the transaction details you must askthe cardholder to sign the terminal sales receipt and check thatthe signature matches the one on the reverse of the card When key entering the card number into a terminal it is necessary to take an imprint of the card and obtain a signature on the terminal receipt in order to be able to prove if required that the card and cardholder were both present atthe time of the transaction Do not take a photocopy instead of an imprint as this will not be sufficient proof that the card was present and could result in a chargeback Using a standard Sales Voucher and imprinter take an imprint ofthe cardholder s card Complete the Sales Voucher with the amount of the transaction and record the terminal sales receipt number in the Quantity and Description box Finally write clearly across the left hand side of the Sales Voucher the words FAILED ELECTRONIC SWIPE Do not askthe cardholder to sign the Sales Voucher This is not required as the terminal sales receipt is the only item that requires a signature Explain to the cardholder why this process is taking place and reassure them that the Sales Voucher will not be banked but will be held as a record which will be produced to Cardnet if the transaction is disputed If in conversation it transpires that the cardholder is suffering recurring card read problems it woul
103. s for you and your customers You can offer your customers more with these additional facilities available with prior written agreement from Cardnet Purchase with Cashback Provided you have received written agreement from Cardnet you may when presented with a Visa Debit Debit MasterCard Maestro or V PAY card as a means of payment offer the Purchase with Cashback service Complete the transaction the same way as a standard purchase but you must also take the following additional steps 1 Cashback can only be provided in conjunction with a purchase The cash amount should be entered in accordance with your terminal operating instructions This amount must not exceed your cash ceiling limit Your cash ceiling limit is the maximum amount of cash you can provide as part of a Purchase with Cashback facility Authorisation all Purchase with Cashback transactions must be authorised Charges you are not permitted to charge cardholders for the Cashback service The Cashback amount and total transaction amount retail purchase plus Cashback amount must be shown separately on the transaction receipt Fallback procedure the fallback procedure detailed in Section 9 Exceptions applies to the Purchase with Cashback facility However manual authorisation must be obtained for all transactions that include Cashback 88 Mobile phone top up Electronic mobile phone top ups are available on selected terminals enabl
104. se Data Matches Data Non Match CSC Match Only AVS Match Only Not Checked Definition This means that both the AVS and CSC match the card issuing bank s records The CSC and or the address details don t match with the card issuing bank s records Only the CSC matches and either one or both of the address details don t match with the card issuing bank s records Both address and postcode match or just the postcode in cases where the home address has a house name rather than a number However the CSC doesn t match This means that neither the CSC nor the AVS has been checked Accepting transactions It is your decision whether or not you wish to progress a CNP transaction and this additional information will help you decide However as with all CNP transactions payment is not guaranteed and you bear the risk if the transaction is disputed at a later date Preferred actions As long as you have been given an authorisation code and you are satisfied that the transaction is genuine then unless there are other suspicious circumstances that concern you you may decide to go ahead with this sale However as with all CNP transactions payment is not guaranteed and you bear the risk if the transaction is disputed at a later date Your terminal may decline your transaction There is the possibility that this is a fraudulent transaction Further enquiries with the cardholder should be made It could also be that the
105. se note use of a polling bureau is subject to Cardnet s agreement Authorisation will be sought on transactions equalto or above your floor limit and all transactions will be held in the terminal until such time as they are collected by the bureau Depending on your terminal type or business needs you will be able to make an arrangement with the polling bureau for your transactions to be polled at certain times of the day or week Frequency of polling the method and timing by which the transaction details are obtained and the method of crediting your bank account vary between polling bureaux Specific details will be found in your agreement with your polling bureau In the unlikely event of a failed poll the polling bureau should attempt to re poll on your behalf If the transaction data has still not been collected then they will contact you to determine the cause of the failure and advise you of any further action to be taken 91 You have been authorised by Cardnet to do so Your terminal provides this function The cardholder has given permission Additional facilities for you and your customers Dynamic Currency Conversion DCC With DCC you can offer more choice and flexibility to your international customers They can choose to pay you In their own currency using Visa Mastercard Discover Financial Services and partner cards Your customers will be shown the price in Sterling and their own currency along w
106. ss sales transaction They look like any other Visa or MasterCard card although many have the description of the card s function on the front of the card For example Purchasing Card There are three main types of Commercial cards Business card Suitable for paying everything a small business needs e g stationery office supplies travel and entertainment etc Provides small businesses with a business payment method an expense control mechanism and a cash management tool Available as charge and credit cards LLOYDS BANK Business Debit HS uan al 41234 5 amp 7 8110 1234 YU YU VISA 06 13 02 14 EE M CARDHOLDER DEBIT COMPANY AIAIME These card images are for visual purposes only Corporate card For travel and entertainment for mid sized to large companies Provides management information which makes it easier to control expenditure and to manage business expenses Allows streamlined administration of expenses saving time and money by reducing cash handling and paper based payment methods Corporate LLOYDS BANK 4 d mUm ge 7 u123 u552 8n10 i123u VISA VALID OAKES EXPIRES 7 ar FROM 067 13 END 02714 LEE MM CARDHOLDER 31 Acceptable cards Purchasing card Purchasing cards can be used to settle transactions in the normal way however they can also automate the paper invoice system and satisfy VAT reporting requirements Used by Gove
107. st 13 months If you are unable to produce a copy the transaction may be charged back to you 4 Retailer s Duplicate Copy blue a further record if you should need one ows VISA LLOYDS suci 97 Exceptions Completing the Sales Voucher 1 Complete the Sales Voucher with a ballpoint pen as shown in the illustration giving brief details of the goods purchased Do not mark copies with pencil paper clips or Staples as these can transfer through the carbons and obscure details 2 Check that all details are clear especially on the processing copy of the voucher set If the detail is not clear a chargeback may occur If you make a mistake please complete anew voucher and destroy the old one 3 Retain the card and check the card details carefully as detailed in Section 3 Checking the card p33 Ask the cardholder to sign the voucher 4 When the voucher is signed check that the signature is compatible with the one on the card If the cardholder s title is Shown on the card ensure that the presenter of the card matches the title for example if Mr is printed ensure the presenter is male 5 You ll need to obtain an authorisation for every paper fallback transaction you take The telephone number to call is 01268 822 822 Please refer to your Retailer Agreement for your Cardnet floor limits 6 The operator will ask you for the details needed to authorise the transaction Occasionally the operator ma
108. sual purposes only Checking the card Maestro UV image Discover Card UV image The word Maestro will show on the front of the card in the DISCOVER or DISCOVER NETWORK will appear across the bottom left hand corner middle of the card under an ultraviolet light VAUD THRU 6 00 00 piscover DISCOVER ACCOUNT NAME Diners Card International UV image BC Global Card UV image will appear in the middle of the card in blue cast fluorescentink ultraviolet light DinaCard UV image DinaCards do not have a UV image These card images are for visual purposes only 36 Checking the card Hologram Check the hologram which appears on the face or reverse of all Visa MasterCard Maestro Diners Club International Discover and DinaCard cards The holograms to look for are Visaand Visa Electron a flying dove which moves and changes colour when tilted MasterCard two interlocking globes which change colour when tilted UK Maestro Maestro logo Diners Club International most cards carry a holographic magnetic stripe containing a repeating image of the logo Diners Club International name and world map which shift colour and appearance when the card is tilted It should appear smooth with no signs of tampering Some cards may have a standard black magnetic stripe Discover all cards display a hologram on the front of the card with a globe pierced by an arrow unless the ba
109. tems Does the spending pattern fit your average customer Isthe customer giving you a third party s card number claiming to be acting on behalf of a client Does the caller match the card Do not accept orders from someone quoting someone else s card details for example a woman using her husband s card or a business using a personal card It may well be a genuine call but it pays to check 78 Security Never split an order to avoid authorisation or at the suggestion of the cardholder for instance if they offer two card numbers to cover one order Is the caller suggesting any unusual arrangements For example if the card number I ve given you doesn t have sufficient funds let me know and I ll give you another number Is the caller being prompted by a third party whilst on the telephone Does the caller seem to have a problem remembering their home address or telephone number or do they sound as if they are referring to their notes Does the cardholder seem to lack knowledge of their account Is the card issuing bank building society based overseas Please remember you remain ultimately responsible should a transaction be confirmed as invalid or fraudulent even if the AVS and CSC data matches and an authorisation code is given Delivery warning signals Here are some danger signs to look out for when arranging delivery of goods Goods should not be released to third parties such as friends o
110. teract with both the cardholder and their card issuer The cardholder signs up for these extra security features with their card issuer When shopping online 1 Thecardholder selects their chosen goods and proceeds to the payment page The cardholder enters their card number If they are registered for Verified by Visa MasterCard SecureCode or Diners Club International ProtectBuy a pop up or in line screen from their card issuer appears asking for their password or random characters as set out by their card issuer s authentication requirements The card issuer verifies the password The transaction is completed giving both the merchant and the cardholder the confidence that the identity of each has been verified Please note Some UK card Issuers will assess each transaction and verify them automatically Instead of being asked to input a password or random set of characters cardholders will receive a message in a pop up or in line screen to confirm that the transaction is being processed 52 These services also benefit merchants By deploying Verified by Visa MasterCard SecureCode and Diners Club International ProtectBuy you will be protected from most chargebacks where the cardholder subsequently denies engaging in or authorising the original transaction For more information on Verified by Visa MasterCard SecureCode and Diners Club International ProtectBuy contact the Cardnet Helpline on 01268 567 100 Lines are
111. terminal to accept chip and PIN transactions electronically Ensure transactions are completed in accordance with the terms of your Retailer Agreement Operating Manual If you do receive a chargeback always investigate and send in the appropriate documentation within the required time frame Whenever possible contact the cardholder directly to resolve the inquiry dispute but still comply with our request for information just in case this does not fully resolve the matter If you take payments from credit and debit card holders over the Internet we recommend that you introduce Verified by Visa MasterCard SecureCode and Diners Club International ProtectBuy for your transactions MasterCard SecureCode is mandatory for accepting Maestro and International Maestro Security Common causes and reasons for chargebacks Reason How to reduce your chargeback risk The card account number indicates that it has chip and PIN capability but is subsequently found to be fraudulent Refund not processed the cardholder is claiming that a Refund Voucher or refund acknowledgement issued by you was not processed Transaction not authorised Non receipt of goods cardholder is claiming they did not receive the goods or goods were paid for by other means Card used before effective date or after expiry date The merchant fails to respond to requests for a copy of the sales slip Upgrade your over the counter terminal to chip an
112. the front of the card If present the Card Security Code may appear onorto the side of the signature strip Acceptable cards 10 Signature strip This may appear in the traditional position 11 or lower and may vary in length Visa Electron is a globally accepted payment card and all transactions must be authorised regardless of the amount In the UK the Visa Electron will be primarily issued as a debit card and will have the full account number printed on the front Magnetic stripe The magnetic stripe holds information about the card and appears on the back of all cards Important Over the counter transactions As the Visa Electron card can only be accepted electronically it must be inserted into the chip reader or swiped through the terminal in a card present environment It cannot be key entered or accepted on paper vouchers even for fallback if your terminal is not working Card Not Present transactions In a Card Not Present environment key entry is permitted E commerce transactions Visa Electron can be accepted over the Internet The above procedures must be adopted for all Visa Electron payments If these procedures are not followed we reserve the right to chargeback any transaction 14 Acceptable cards Visa Prepay Visa issues prepay cards where funds have been preloaded onto the card These cards carry the Visa logo and should be treated the same as a Visa debit card Visa and Visa Electro
113. to fraud attack perhaps because of your business location or local intelligence please contact the Cardnet Helpline and ask to speakto our Fraud Department who will be happy to help with guidance on best practice Please remember following the procedures contained in this manualis no guarantee that you will avoid incurring financial loss if you suffer a fraudulent transaction You will remain ultimately responsible for any financial loss you incur as a result of any fraudulent transaction Further information on fraud prevention can also be found at www financialfraudaction org uk as well as in literature for staff awareness Security Chargebacks A cardholder or the card issuing bank has the right to question dispute a transaction Requests for a copy of the transaction can be received up to 180 days after the transaction has been debited to the cardholder s account and in some circumstances beyond 180 days The following section describes the procedures which you must follow together with suggestions which will help you reduce the risk of chargebacks being debited from your account Remember you may be liable for a chargeback in some circumstances even if you obtained authorisation for a transaction and followed all of the processes and procedures in this manual and your agreement with us Retrievals In many cases before a chargeback is initiated the card issuing bank requests a copy of the sales slip via a retri
114. tures and services In it you will find all the information and procedures needed to be sure of using Cardnet easily and securely and conducting your banking as efficiently as possible The manual forms part of your agreement with Cardnet so please read it and make sure it is retained in a safe place and available for all relevant staff to refer to Please contact us if you d like this information in an alternative format such as Braille large print or audio CARDNET HELPLINE O Call 01268 567 100 8am to 9pm Monday to Saturday Call our knowledgeable UK based team with any questions about your Cardnet service or this manual 65 000 Cardnet terminals in operation 1 3 million transactions processed by Cardnet every day 1 Key points To get the most out of the Cardnet service it is important to follow some basic procedures that are strictly enforced by Visa MasterCard Maestro and Discover Financial Services You must Display Visa V PAY MasterCard Maestro and where applicable other scheme logos for example Diners Club International on promotional materials Prominently display any surcharge you impose at point of sale POS Any surcharge must be included in the transaction amount and not processed separately Include any taxes in the amount charged on card transactions They may not be collected by you in cash Provide the cardholder with the option of receiving confirmation of the transaction
115. udster may present more than one card often to find a card that will be successfully authorised If this happens take particular care and also look out for cards presented issued by the same bank where the card numbers are sequential or very similar When in doubt make a Code 10 call to the Authorisation Centre Most floor limits are zero However if you have an electronic terminal with a floor limit and you wish to reduce exposure to fraud you may request a reduction to your terminal floor limit Not only will this reduce fraud but it may also reduce chargebacks due to invalid cards Please contact your terminal supplier to arrange this reduction You should be on guard when chip and PIN cards are presented and the PIN is blocked or the incorrect PIN is entered You should check that this is the genuine cardholder because you are at risk if you accept a signature in these circumstances Remember If the appearance of the card being presented or the behaviour of the person presenting the card raises suspicion you must call the Authorisation Centre on 01268 822 822 and state This is a Code 10 call and follow the operator s instructions Security 706 AUTHORISATION CENTRE Call 01268 822 822 State This is a Code 10 call and follow the operator s instructions Security Counterfeit cards Chip and PIN cards have reduced this type of fraud as most cases of counterfeit fraud involve skimming or cloning This
116. ust be destroyed once the transaction has been authorised Overall responsibility It is your decision whether or not you wish to progress a CNP transaction and this additional information will help you decide However please remember that you remain ultimately responsible should a transaction be confirmed as invalid Declined transactions Evenif the CSC and AVS data matches never process a declined transaction Accepting transactions E commerce If you wish to trade over the Internet and take payments from debit and credit card holders for your goods or services you will need a separate merchant account and Cardnet s prior agreement to accept cards in this way A new application must be made for an E commerce facility with Cardnet even if you have an existing Cardnet facility for over the counter or mail order telephone order transactions When your E commerce account is approved you will be issued with a new Cardnet merchant number This number must be used for E commerce sales only The reason for this is that all E commerce transactions must be identified separately Your website must contain all of the following information Card Scheme logos in full colour to indicate card acceptance Complete description of the goods or services offered for sale by you on your website and any return refund policy Customer service contact including electronic mail address or telephone number and international dialling code
117. ust be registered for MasterCard SecureCode before you can accept any Maestro or International Maestro cards P g For further information about MasterCard and its Interchange rates visit www mastercard us merchants support Discover OLL 0000 0000 MEMBER SINCE DOUU D These card images are for visual purposes only Acceptable cards VALID THRU 00 00 DISCOVER 21 Discover is a product of Discover Financial Services and is one of the largest issuers of cards in the US Since its inception in 1986 Discover has been recognised as America s pioneer in cash rewards 1 Ultraviolet mark DISCOVER or DISCOVER NETWORK will appear under an ultraviolet light Embossed or printed account number All Discover account numbers start with 6 Embossed card numbers should be uniform in size and spacing and extend into the hologram Unembossed cards may display account number and expiration date printed flat on the front Expiry date Valid Thru indicates the last month in which the card is valid Cardholder name Normally the name of the cardholder will be embossed on the card In some cases a business name may also be embossed below the account name Security character Embossed security character appears as a stylised D The stylised D does not appear on unembossed cards Hologram All cards display a hologram on the card front with a globe pierced by an arrow unl
118. utgoing partner trustee or committee member remains separately responsible to repay the existing debt If you are a director of a limited company or a member of a limited partnership your personal liability to Cardnet under the retailer agreement is limited to the capital you have invested in the company or partnership Under the terms of the retailer agreement the company or limited liability partnership will be fully liable for any debts arising under the agreement 108 Additional information Agencies offering financial assistance The British Chambers of Commerce 0207 654 5800 www britishchambers org uk You may find the following phone numbers and websites useful The Insolvency Service 0845 602 9848 www insolvency gov uk Business Debtline 0121 250 3000 www birminghamsettlement org uk The Forum of Private Business 0845 130 1722 www fpb org Gov UK 0845 600 9006 www gov uk The Institute of Directors Citizen Advice Bureaux 0207 766 8866 www iod com www citizensadvice org uk Citizens Advice Scotland 0808 800 9060 www cas org uk Federation of Small Businesses 0808 202 0888 www fsb org uk Financial Conduct Authority FCA 0845 606 9966 www fca org uk Prudential Regulation Authority 020 3461 7000 www bankofengland co uk National Federation of Enterprise Agencies 01234 831 623 www nfea com Northern Ireland Association of Citizens Advice Bureaux 028 9023 1120 www citizensadvice co
119. versal or refund immediately to reinstate available credit to the cardholder If the transaction is referred the CSC and AVS information may be returned by your terminal so that you can verify the transaction with the Authorisation Centre by telephone CNP Authorisation 01268 278 278 Important information Please read the points detailed below These points explain a few key things that you should be aware of when processing CNP transactions This information should answer some of the questions you may have about the processes but if you have further queries please call the Cardnet Helpline on 01268 567 100 1 Guidance only Please remember the use of CSC checks and AVS is not a guarantee of payment They are there to help you establish if the card is present at the time of the transaction and that you are more likely to be dealing with the genuine cardholder Transaction approval criteria The CSC and AVS checks are in addition to the overall card status check The overriding criteria are still the availability of funds and card status 49 Delivery address If you deliver goods to a different address other than the one checked using the AVS service you are taking an additional risk Destroying records If you keep records of your transactions in any format other than the Cardnet Mail Order Transaction schedule you must ensure that you do not keep any records of cardholders Card Security Codes This information m
120. white box beside the signature strip Please remember you remain ultimately responsible should a transaction be confirmed as invalid or fraudulent even ifthe AVS and CSC data matches and an authorisation code is given Collecting the Card Security Code and Address Verification information You must always ask the cardholder for their Card Security Code as this is a good indication that they have the card in their possession when they are ordering from you On the majority of cards only the last four digits of the card number are repeated in the signature strip followed by the three digit CSC 2 For American Express cards the CSC is a four digit number and it appears on the front of the card Please remember that you must not retain the CSC after the transaction has been authorised Please note you can verify the CSC on Discover and Diners Club International cards However the AVS is not supported on these cards USE OF THIS CARD ES SUBJECT TO THE CARDMEMBER AGREEMENT 1 4234123 HaT pe w d 94 panai te en Cardmember Signature 24 Hour Worldwide Customer Service 0845 606 2175 International 44 2074 812 570 Lost stolen cards This card is issued by Lloyds Bank plc Call 0800 096 9779 pursuant to license from American Express Abroad 441702 278 270 lloydsbank com LLOYDS BANK j a d a PI am 2 Sg P A 1997 He Sb gS Wey Member Since AAZ 02 14 Vali d Thru Z EXPRESSE 927 M ONHB Ie RIS Zi
121. writing Chargebacks will usually be the main reason for financial problems connected with your card acquiring facility which is why it is important that you follow the procedures outlined in the manual carefully The most common type of chargeback is inrespect of CNP transactions where you need to be particularly vigilant to avoid being targeted by fraudsters See Section 7 How to guard against fraud p75 Most other chargebacks arise when transactions have not been read through the terminal imprinted or authorised correctly This list gives a few examples of problems that can concern us particularly if you do not explain what is happening There is a large increase in your card turnover The value of a transaction is significantly larger than you told us you would process or usually process There are unusual numbers of key entered transactions Westart to see chargebacks from Issuers on your account particularly if cardholders are not receiving goods that they have ordered Transactions are not being correctly authorised Direct Debits are returned unpaid by your bank branch Additional information We can offer guidance to help protect you from financial loss If you are concerned about fraud we can send you training information and materials If you are concerned about suffering a chargeback or experience financial difficulties as a result of a chargeback we will do all we can to help you
122. y ask you to obtain further identification from the cardholder or askto speak with the cardholder directly If this happens please co operate as fully as possible and ensure that the telephone handset is From cardholder s card Your merchant details Check signature is compatible with card passed back to you to speak with the operator to confirm the conversation with the cardholder and obtain the authorisation number from them if given before replacing the receiver The operator may also ask you to check some additional forms of identification for example a driving licence If the operator authorises the transaction write the code in the space provided on the voucher When you are satisfied that everything is in order hand the cardholder the top copy of the voucher and their card Once the cardholder has left do not alter the copies in any way If there are subsequent queries or disputes the cardholder s copy will normally be treated as correct Transaction date LLOYDS BANK ed CARDNET VISA T Soy 234 5632 9000 a ezg oq offi a in 109 q For your use i mreTemm eve i E Mica 32045 ck 1 Whites Of conclon goods d LONDON NWS Mmmm 24 qq purchased LENS XE KEEP THIS COPY FOR uin RECORDS deeem l o3 InEE Coe A M E EUM Total sale Completed when authorisation is obtained Exceptions Please note Ifyou print vouchers on your own tills then the nam

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