VOICE AUTHORIZATION QUICK REFERENCE GUIDE. Get credit card authorizations. using any touch-tone telephone. enter the authorization codes

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1 QUICK REFERENCE GUIDE VOICE AUTHORIZATION Get credit card authorizations using any touch-tone telephone enter the authorization codes when your POS system is ready.

2 FOR MORE INFORMATION Visit ChasePaymentech.com Voice authorization systems allow you to get authorizations using any touch-tone telephone in the event that you are unable to get an authorization using your point-ofsale (POS) system. You will be prompted to make selections or provide information, prior to receiving an approval code or decline. The approval code can then be keyed into your POS system when ready. CONTENTS GETTING STARTED Chase Paymentech IVR System Menu... 4 Chase Paymentech System... 5 Other Systems... 5 Possible Fraudulent Activity... 6 Verification Services... 6 REFERENCE AVS Response Codes CONTENTS 3

3 CHASE PAYMENTECH IVR SYSTEM MENU CHASE PAYMENTECH SYSTEM Follow these steps to receive an authorization from our interactive voice response system. Primary Secondary HELPFUL HINTS To repeat the authorization code, press [9]. To return to the transaction menu, press the Star [*] key. If an error has been made after pressing the Pound [#] key, disconnect and begin again with step 1. It may be necessary for an operator to come on the line to complete an authorization. This will happen automatically with no need for a second call. Depending on the transaction type selected, you may be prompted to enter the cardholder s billing address, ZIP code or last three numbers printed on the back of the card. 1. ENTER MERCHANT NUMBER Enter your complete merchant number, which can also be known as a transaction division number. Press the Pound [#] key. 2. SELECT THE TRANSACTION TYPE Select the appropriate transaction type: Press [1] to request an authorization for a credit card Press [2] to request an authorization with Address Verification (AVS) Press [3] to request an authorization with Card Security Verification (CSV) Press [4] to request an authorization with AVS and CSV Press [5] to request an Address Verification only Press [6] to collect further information on an account that has received a referral response or to report a Code 10 Press [7] to request a bank telephone number 3. ENTER CARD NUMBER Enter the cardholder s credit card number. Press the Pound [#] key. 4. ENTER EXPIRATION DATE Enter the customer s 4-digit credit card expiration date in MMYY format. Press the Pound [#] key. 5. PRESS 1 FOR RETAIL OR 2 FOR CARD-NOT-PRESENT Press [1] or [2] to specify whether or not the card is present. 6. ENTER CHARGE AMOUNT Enter the total amount of the transaction without using dollar signs or periods (for instance, $68.32 is entered as 6832 ). Press the Pound [#] key. 7. VERIFY AMOUNT The system repeats the amount. Press [1] if it is correct or [2] if it is not correct. 8. YOUR AUTHORIZATION CODE IS... Write your authorization code on your sales slip. PAYMENT BRANDS Please have the following information available: Chase Paymentech s Transaction Division (TD) Number: Customer s credit card number and expiration date (in MMYY format) Exact total amount of transaction (including tax, shipping and handling) Customer s billing address, consisting of street number or P.O. Box number, and ZIP or postal code (if requesting Address Verification) PAYMENT BRAND Please have your Service Establishment (SE) number ready when calling American Express at American Express SE Number: PAYMENT BRAND Please have your Service Establishment (SE) number ready when calling Discover at Discover SE Number: Refer to this section for information on the payment brands this system supports and what information you ll need to provide. Primary Secondary OTHER SYSTEMS Some payment brands handle their own transactions and require that you call their systems to request a voice authorization. American Express Discover Telephone Number: ß Back to CONTENTS ß Back to CONTENTS 5

4 POSSIBLE FRAUDULENT ACTIVITY AVS RESPONSE CODES Contact Chase Paymentech if you are suspicious of fraudulent activity. CALL A CODE 10 If, for any reason, you are suspicious of fraudulent activity, then you must: contact the Chase Paymentech Voice Authorization Center, press [6] and a Chase Paymentech representative will assist you. At retail locations, the following circumstances require a Code 10 Authorization: No magnetic stripe on the back of the card No signature on the back of the card The signature on the back of the card does not match the signature on the sales slip The merchant s point-of-sale (POS) system prompts the clerk to hold the card RESPONSE Match No Match DESCRIPTION Address and ZIP, 5 or 9 digits match Address and ZIP code do not match ZIP code and Plus-4 match; address does not match 5-digit ZIP code match; Plus-4 ZIP and address do not match 5-digit ZIP code does not match; Plus-4 ZIP and address match The Address Verification System (AVS) is a feature that adds fraud protection on card-not-present transactions. The numeric portion of the customer s street address and the ZIP or postal code are compared against the information on file with the card-issuing bank. VERIFICATION SERVICES ZIP code and Plus-4 ZIP do not match; address match Canadian street address match; postal code not verified Canadian postal code match; street address not verified Use this chart to interpret U.S. and Canadian AVS Response Codes. The Chase Paymentech IVR system offers two verification services to assist in preventing fraudulent activity. The responses provided to the caller are specific to our system and may not apply to other voice authorization centers. ADDRESS VERIFICATION SERVICE (AVS) During the course of a voice authorization, the merchant can request the use of the Address Verification Service (AVS). It is a fraud-fighting tool provided by the major payment brands to combat fraud on card-not-present (CNP) transactions. During a transaction, the merchant enters the cardholder s street address, post office box number and/or ZIP or postal code. These items are matched against card issuer information and an AVS response code is returned in addition to the typical authorization code. The merchant can use the AVS response as additional information in deciding whether to accept the transaction. Match No Match Unavailable Error Canadian street address and postal code match Canadian street address and postal code not verified Unable to perform verification Transaction ineligible for AVS CARD SECURITY VERIFICATION (CSV) Card Security Verification (CSV) prompts the caller to provide the cardholder s card security code, which is located on the back of the card. The system responds with either match or no match. 6 ß Back to CONTENTS ß Back to CONTENTS 7

5 8 ß Back to CONTENTS POS /14 PRET , Chase Paymentech Solutions, LLC. All rights reserved.

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