Clark Brands Payment Methods Manual. First Data Locations

Transcription

1 Clark Brands Payment Methods Manual First Data Locations

2 Table of Contents Introduction... 3 Valid Card Types... 3 Authorization Numbers, Merchant ID Numbers and Request for Copy Fax Numbers... 4 Other Helpful Information... 4 Authorized Products That May Be Charged On A Credit Card... 4 Chargeback Policy... 5 Sample Chargeback Report... 7 Completing a Manual Sale... 7 Tips for Managing Chargebacks... 8 How to Recognize Suspicious Customer Behavior... 9 Fraud Prevention Request for Copy Procedures Sample Request for Copy Report End of Period Processing Troubleshooting Credit Card Problems Level IV PCI

3 Introduction The Clark Payment Methods Manual contains the policies and procedures governing credit and debit card purchases made by retail and commercial customers presenting credit or debit cards at Clark branded locations. All credit and debit card charges are to be made on Clark Brands certified electronic Point of Sale (POS) Equipment. Keep all credit and debit card sales receipts for one year. If a customer disputes a sale made at your location, you will need these copies. If you are unable to provide them upon request, the sale is subject to chargeback. The contents of this manual are subject to change by Clark Brands. Valid Card Types The following valid cards are accepted on the Clark network: Clark Affinity Fleet WEX Voyager MasterCard MasterCard Fleet VISA VISA Fleet Discover American Express The following debit cards are accepted on the Clark network: All Visa logo debit cards All MasterCard logo debit cards All American Express logo debit cards All Discover logo debit cards The cards that are accepted by Clark Brands are subject to change. All of these cards expire on the last day of the month shown on the card. Merchants may require minimum purchase amounts on credit card transactions. The minimum purchase amount must not exceed $10 (or other amount as set by law), does not apply to transactions made with debit cards and cannot differentiate on the basis of the issuer or payment card network. No maximum amount can be applied to any credit or debit card transactions. Visa and MasterCard will permit merchants to surcharge consumer and commercial credit card transactions. There are extensive rules and requirements to implement surcharging. As a merchant, you must provide full disclosure to your customers about your surcharge practices. You can find the complete surcharging rules including the required disclosure information at and In 3

4 addition, the surcharge must appear on transaction receipts. Most petroleum POS systems do not have the required software to comply with this requirement. A card must be presented in order to complete a transaction, either through card swipe on a credit card reader or a manual imprint. Authorization Numbers, Merchant ID Numbers and Request for Copy Fax Numbers Card Type Authorization Customer Requests for Copy Merchant ID Number Number Service Fax Number Visa See Setup Letter MasterCard See Setup Letter American Fraud: Non Express Fraud: Discover Clark Fleet N/A Voyager N/A Wright Express N/A Other Helpful Information If you are having problems with your credit card terminal, satellite, transaction or credit network, please call one of the following numbers, which are available 24 hours a day, seven days a week: EchoSat Helpdesk: First Data Helpdesk: If processing via the internet, contact the Internet Service Provider (ISP) with whom the service is contracted. Authorized Products That May Be Charged On A Credit Card All items sold at Clark stores except for Money Orders and Lottery Tickets may be charged on a credit or debit card. The Clark Fleet Services Card, Voyager and Wright Express Fleet Fueling Cards may have purchase restrictions embossed on the card. The card will be either Fuel Only or Restricted. In either situation, when a manual imprint is necessary for Fleet Cards, the gallons purchased, price per gallon, vehicle ID and odometer reading will be required. 4

5 Chargeback Policy A chargeback is the reversal of a previous sales transaction by the card issuer. When this occurs the amount is immediately passed on to the merchant/dealer and deducted from their credit card settlement. Clark will notify the Licensee of a chargeback by sending a Chargeback Report with details of the transaction. (See sample Chargeback Report on page 6) A chargeback may occur to your account if: 1. You do not comply with a Request for Copy (RFCO) in the time period allowed. Replies must be submitted by the reply date. 2. The charge slip is illegible, incomplete or inaccurate. 3. The credit card presented has expired. 4. There is no authorization or the site was in Fallback. 5. The sale is or becomes a matter of dispute between the customer and the merchant. 6. The merchant or employee has signed for the customer without the customer s approval. 7. The charge slip reflects a fraudulent transaction. 8. The charge slip has been altered after the customer s signature was obtained. 9. Proven employee fraud. 10. Unauthorized purchase of merchandise. (Example - Fleet Cards with restricted purchase of Fuel Only) 11. Duplicate processing of sale. 12. Missing magnetic stripe read or card imprint. Transactions are subject to chargeback to your store if the charge receipt: 1. Is not signed by the customer. 2. Does not contain an approval code. 3. Signature does not match the signature on the back of the card. 4. Has been altered, forged or otherwise tampered by store personnel. 5. Is a fraudulent transaction at the dispenser. 6. Is a manually keyed transaction without a manual imprint or CVV/CVC capture. Chargeback at pay at the pump locations Merchant regulations provide no remedy for pay at the pump transactions that are deemed to be fraudulent. Clark reserves the right to chargeback transactions that are not in compliance with the Payment Methods Guidelines and the rules and regulations of Visa, MasterCard, Discover, American Express, all Debit Networks and all Fleet Card issuers. For Visa and MasterCard Automated Fuel Pump transactions, the merchant protection is limited to a Completion Amount (the dollar amount of fuel dispensed) of $ For transaction amounts where the completion amount exceeds $100.00, issuers may chargeback only the difference between the transaction amount and the implied $ limit for select Chargeback Reason Codes. In order to protect against a chargeback, we suggest you establish a $ completion limit for both Visa and MasterCard fuel transactions. 5

6 Chargeback Protection Guidelines Following are the business rules by which Clark and Crown branded merchants qualify to receive subsidies for chargebacks that occur at the dispenser. All pay at the pump chargebacks are the responsibility of the merchant and failure to adhere to this policy will result in Clark and Crown rescinding the subsidies noted. This policy may be amended from time to time at the discretion of Clark Crown. Qualification: Only Clark and Crown branded merchants qualify for the subsidies. Merchants must follow the Velocity and AVS settings that Clark Crown requires at merchant boarding per the Approval to Brand and Tech Letters. Any chargebacks that are the result of fraud at the merchant location do not qualify. Merchant Obligations: Obtain an online authorization for the transaction at the dispenser. Point of sale terminal must not be programmed in store and forward mode. AVS prompts must be enabled when required. Velocity settings must be enabled when required. Other Transaction Requirements: Transactions amounts must fall within the shut off limits prescribed by Clark Crown. Transactions must not be duplicated. Transactions that occur after a merchant debrands do not qualify. 6

7 Sample Chargeback Report Completing a Manual Sale When using manual charge card sales slips: Ring up the sale on the cash register Check the card for expiration and restrictions. Call for voice authorization (see Payment Methods Reference Card or page 4 of this manual). You MUST get authorization for all card transactions. If authorization is declined, ask for an alternate form of payment. If authorization is received, fill in all requested information on the manual sales slip. o Date o Authorization Number o Clark Fleet Services and other Fleet Cards: Driver ID, odometer reading and PIN Number unless the word standard is embossed in the lower right hand corner of the WEX fleet card. Standard cards do not require an odometer reading.

8 o Clark Fleet Services and other Fleet Cards: Gas product code, quantity of gallons, pump price and dollar amount of fuel purchase. o If other merchandise is purchased, enter the dollar amount in the Amount column. o Add applicable sales tax as required. o Add the Amount column carefully and record the total in the block provided. o Write in the transaction date in the space provided. o Insert the customer s charge card and charge ticket into the imprinter and take an impression of the card. o Remove the charge ticket and charge card and present charge ticket to the customer for signature. All manually imprinted credit card transactions must be force entered into the credit card terminal, using the authorization number provided by the help desk authorization center once the terminal is functioning properly. Distribution Detach the Customer (usually yellow) copy and give to the customer. Retain the SIGNED copy and attach to the manually entered receipt. Retain the Station copy for your records. Tips for Managing Chargebacks 1. Hold the Card During Transaction Keep the card throughout the transaction so that you can quickly check the card s basic elements and security features and compare signatures. If you swipe the card and immediately return it to the customer, you will not be able to look at the card and compare the signature on the card with the signature on the transaction receipt. 2. Card Not Signed If the card is not signed, ask the cardholder to sign the card. Ask the cardholder to show you government issued identification. If the cardholder refuses to sign the signature panel, do NOT accept the card. 3. Expired Card If the Good Thru date is before the transaction date, the card has expired. You must obtain an authorized approval using the expiration date on the front of the card. If you do not get an authorization approval, the transaction could be charged back to you as expired or no authorization. 4. Declined Authorization Do not complete a transaction if the authorization request was declined. Do not repeat the authorization request after receiving a decline. 5. Card Imprint for Card-Present Transactions 8

9 If the point of sale equipment is not working or a card s magnetic strip cannot be read, key-enter the account information and make an imprint of the embossed information onto the sales receipt using a manual imprinter. If you do not have a manual imprinter, please contact your Licensee. Even if the transaction is authorized and the cardholder signs the receipt, if the receipt does not have an imprint of the embossed account number and expiration date, the transaction may be charged back to you for no imprint if the cardholder later denies participating in the transaction. 6. Cardholder Signature The cardholder signature on card-present transactions is required. Failure to obtain the cardholder s signature could result in a chargeback for no signature if the cardholder denies authorizing or participating in the transaction. 7. Compare Signature Compare the cardholder s signature on the transaction receipt to the signature on the back of the card before returning the card to the cardholder. Signatures that are not completely the same may be indicators of potential fraud. 8. Legibility Ensure that the transaction information on the sales receipt is complete, accurate and legible before completing the transaction. 9. Change Point of Sale Ribbon Change point of sale ribbon routinely. Faded, barely visible ink on transaction receipts is the main cause of illegible receipt copies. 10. Change Point of Sale Paper Change point of sale paper when colored streak first appears. The colored streak down the center or the edges of printer paper indicates the end of the roll and diminishes the legibility of transaction information. 11. Keep White Copy of Transaction Receipt Keep the white copy of the transaction receipt and give customers the colored copy. Colored paper does not copy as clearly as white paper and often results in illegible copies. 12. Duplicate Transaction Receipts and Voiding Incorrect Transaction Receipts Ensure that incorrect sales receipts are voided and that transactions are only processed once. If you are unable to void or key a transaction, please contact First Data customer service at How to Recognize Suspicious Customer Behavior Be alert for customers who: Make indiscriminate purchases without regard to size, style, color or price. Make purchases; leave the establishment and return to make additional purchases. 9

10 Rush you to complete the sale at closing time. Reduce your risk of accepting a counterfeit card by being alert at the point-of-sale. If you know that a card has been altered or is counterfeit, ask for another form of payment. If you are suspicious of a card or cardholder, call the appropriate Voice Authorization Center (found on page 4) and ask for a code 10. A specially trained operator will lead you through a series of questions designed to minimize discomfort to both you and your customer. Fraud Prevention Velocity Velocity is a pay at the pump fraud precaution that prevents multiple card use for certain types of credit cards. You may adjust your POS device to limit the number of times a single credit card is used at a card reader in a 24 hour time period. If you believe that your location is susceptible to fraud, please contact your Licensee/Home Office. They will in turn request a change in velocity for your location. Clark may choose to adjust the velocity settings at each location. f Clark adjusts the velocity settings and the dealer changes those settings, all chargebacks will become the responsibility of the dealer. Address Verification Service (AVS) AVS is a system that helps reduce pay-at-the-pump fraud by verifying the personal address and billing information provided by a customer at the time of an online credit card transaction against the information the credit card company has on file. Clark may choose to place a location on AVS. If a dealer chooses not to utilize the AVS function per Clark s request, all chargebacks will be the responsibility of the dealer. Request for Copy Procedures Because of occasional billing questions, there may be instances when a copy of a sales draft (Ticket) is required by the cardholder s issuing institution. These requests are formally known as a Request for Copy (RFCO). Below are the steps to follow when a Merchant receives a Request for Copy. Failure to respond to a Request for Copy will result in a chargeback. 1. Clark receives Requests for Copies (RFCO) daily from card companies and will send via Request for Copy reports to the Licensee (see Request for Copy Report, page 10). 10

11 2. The Merchant should find the store copy of the ticket that has been requested and send or fax it to the credit card company requesting the ticket. 3. Please make sure that your ticket copy is legible before sending via fax or mail. IMPORTANT! Please respond to all retrieval requests by the reply date. Responding by this date does not ensure that transactions will not be charged back. Sample Request for Copy Report End of Period Processing A detailed End of Shift (EOS) report should be run after each shift, which will give you all of the cards run for the shift, sales and credits for the shift by card type and shift totals. A detailed End of Day (EOD) report should be run each day, which will give you sales and credits for the day by card type and day end totals. (Do not send anything to First Data, the credit card processor) 11

12 The white copies of your End of Shift detail, your End of Day detail reports and the credit card sales receipt tickets must be saved for 12 months. The yellow or customer copies of the sales receipts will have been given to the customers. Troubleshooting Credit Card Problems How to Diagnose Communication Problems: Merchants/Dealers should always attempt to troubleshoot credit card problem prior to calling a service contractor. This can be done with the help of the First Data Helpdesk, First Data Customer Support or EchoSat Satellite Helpdesk. First Data Helpdesk: EchoSat Satellite Helpdesk: Troubleshooting a problem at your site should consist of the following steps: Make sure that all equipment is properly connected to both a power source (plugged in) as well as either a phone line/ phone jack (Dial) or Satellite Connection. Your POS should be connected to a surge suppressor or uninterruptible power supply to avoid issues due to power surges. If your equipment is properly connected and the problem continues, call the First Data Helpdesk at Identify your site by the Merchant ID, Terminal ID or the telephone number for the site. By verifying POS, Connection (Dial or Satellite), Merchant ID, Terminal ID and Software Version, First Data will be able to tell you what they see. If First Data has an ACTIVE Network Connection They will ask you to check your cable connections and possibly reboot your terminal If First Data does NOT have an ACTIVE Network Connection They will check parameter configurations and let you know if you should call a registered service contractor. First Data should be able to do the following things while troubleshooting a site: Offer a Parameter Download (PDL) Flag. Track to the transaction when the problem began. Note authorization codes or any other irregularities. Once all options at First Data are exhausted, a call to EchoSat may be necessary, if your location has an EchoSat satellite. 12

13 EchoSat can be reached at EchoSat should be able to troubleshoot the site from their Hub and let you know one of two things: EchoSat has an ACTIVE connection with the equipment and network. They will ask you to reboot your equipment. EchoSat does NOT have an ACTIVE connection with the equipment or network. They will troubleshoot on their end to see if the equipment is bad. They may send out new equipment at the owner s expense. EchoSat should be able to do the following things while troubleshooting a site: Offer a reboot of the Satellite. Verify if the cables are properly connected. Verify if the Hypercom and Nextar (indoor satellite equipment) are connected to their Hub. In order to correct your terminal issue, it may be necessary for you to contact your Licensee to expedite the problem resolution. Your Licensee will contact Clark and we will work with you and First Data and/or EchoSat to resolve the problem. If processing over the internet, contact the Internet Service Provider (ISP) with whom the service is contracted. Level IV PCI As a merchant, your store is subject to requirements of Payment Card Industry (PCI). PCI standards are ever evolving. The most current standards are available at Becoming PCI compliant is essential to ensure your location is not subject to fines and penalties due to compromise. Approved Qualified Security Assessors (QSA) may be found on the PCI website. 13