CREDIT CARD MERCHANT PROCEDURES. Revised 01/21/2014 Prepared by: NIU Merchant Services

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1 CREDIT CARD MERCHANT PROCEDURES Revised 01/21/2014 Prepared by: NIU Merchant Services

2 CREDIT CARD MERCHANT PROCEDURES Contents Role of NIU Merchant Services 2 Security. 3 Method of Payment 3 Departmental Costs 4 Becoming a Credit Card Merchant. 5-6 Operating Procedures Supplies 8 Troubleshooting 8 Contacts 8 Glossary 9 1

3 Role of NIU Merchant Services NIU Merchant Services is a unit of Treasury Operations within the Division of Finance. NIU Merchant Services coordinates payment card acceptance for the University. NIU Merchant Services is responsible for overseeing and approving all payment card processing. More specifically, NIU Merchant Services acts as the liaison between University merchant departments who process payment card transactions for the sale of goods and/or services and the University s payment card processors. Methods for processing payment card transactions include point-of-sale card swipe terminals, internet e-commerce solutions, and various third-party software applications. In addition, NIU Merchant Services manages the University s Payment Card Industry Data Security Standard (PCI DSS) compliance program, consults with prospective and existing merchant departments, sets up new campus merchants, provides guidance, training and troubleshooting assistance related to payment card processing, offers awareness training which includes best practice recommendations in protecting sensitive data, and monitors adherence with the University s Payment Card Merchant Security Policy. Approval from NIU Merchant Services is required before a credit card merchant account can be established. Departments must inform NIU Merchant Services of their need to become a merchant, and complete a Merchant Request form and return it to Treasury Operations for review and approval prior to engaging in any activity. Any technology based equipment used in the processing of card and/or electronic payment transactions will be designated as an asset of NIU Merchant services. Additionally, while a department may maintain local administrative rights to specific servers and processing equipment, an administrative account will be configured for central IT support. NIU Merchant Services will: 1. Assist NIU Departments in determining their optimum merchant option. 2. Review and approve department requests for credit card acceptance and/or ecommerce processing. 3. Process requests for new merchant numbers with credit card processor. 4. Download and install electronic data capture equipment. 5. Demonstrate and monitor test transactions. 6. Educate merchants on deposit and journal entry procedures. 7. Maintain inventory of electronic data capture equipment and other technology based equipment for credit card processing. 8. Negotiate contracts/pricing levels with credit card companies. 9. Document annual assessments of compliance with PCI Data Security Standards. 10. Provide ongoing training to campus credit card merchants. 2

4 Security The Payment Card Industry (PCI) requires any organization that processes, transmits, or stores credit card transactions to comply with their Data Security Standards. Please refer to the NIU Payment Card Merchant Security Policy at All Northern Illinois University employees working with credit cards must read and agree to the conditions of this policy. Any NIU employee, contractor, consultant or agent who, in the course of doing business on behalf of the University, is involved in the acceptance of credit card data, handles cardholder data information, and/or is involved in the acceptance of electronic payments is subject to this policy. Those departments wishing to use e-commerce solutions must undergo a Credit Card Merchant Security Assessment conducted by ITS prior to the purchase of third party software or engaging in any contractual services. Departments not complying with approved safeguarding, storage, processing, transmitting and administrative procedures will lose the privilege to serve as a credit card merchant. Individual credit card information is confidential. Your Department is responsible for maintaining strict controls over this information. Failure to maintain strict controls over this information could result in a security breach, unauthorized use of credit card accounts, fines and card replacement costs, and the loss of your merchant status. Best Practice Recommendations: Do not advise or encourage your customers to send their credit card information via . Do not advise or encourage your customers to leave their credit card information in a voic message. Do not store cardholder data once the transaction has been processed. Process transactions as soon as possible. Do not allow unauthorized personnel to examine credit card equipment. Authorized individuals are employees responsible for processing transactions and Treasury Operations staff. Third party vendors such as software providers and payment gateways must also comply with PCI Data Security Standards. NIU Merchant Services and ITS will assist each merchant department in completing their mandatory annual assessments of compliance with PCI Data Security Standards. Method of Payment (MOP) Payment card acceptance includes MasterCard (MC), VISA (V), Discover (DISC), and American Express (AMEX) credit cards and debit cards. 3

5 Departmental Costs Discount Rates Treasury Operations prepares monthly journal vouchers to record the credit card discount fees in the cost center assigned by your Department. The line item, Credit Card Processing Fees, is debited for your expense. For point of purchase processing, the current rates are as follows: V/MC/DISC 2.45% of sales AMEX 2.75% of sales Debit Cards $.30 per transaction For internet processing via CyberSource, the current rate is as follows: All MOP s 3.5% of sales plus $.10 per transaction For Merchants working with payment gateways other than CyberSource, discount fee rates may vary, and may be charged directly to your department cost center. Treasury Operations periodically reviews the discount structure. Merchant Departments will be notified at least 30 days in advance of any fee changes. Equipment Generally, NIU provides the necessary equipment to Departments at no charge. Equipment includes one VeriFone device, an external PIN pad (if required), a power cord, and a telephone cord line. Merchants requiring additional equipment will coordinate their departmental needs with NIU Merchant Services. Merchant departments are custodians of the equipment, and thus should provide due care. The costs to replace equipment that has been damaged through means other than normal wear and tear will be charged to your department s cost center. Telephone Line Electronic data capture equipment requires a telephone line to process credit card transactions and settle batches. VeriFone devices can share a fax line. Though a dedicated line is not required, it is preferred. It is your Department s responsibility to request a telephone line and pay all related charges. For details, current pricing, and work order requests, please contact ITS Communication Services by at CyberSource Set Up Currently, the CyberSource set up fee is $495. This is a one-time charge to your department. 4

6 Becoming a Credit Card Merchant Accepting credit cards for payment of goods and services may improve customer service, improve NIU s cash collection process, and/or increase sales volume. An NIU Department may become a credit card merchant by following the procedures outlined below. 1. Inform NIU Merchant Services of your need to accept credit cards 2. Discuss various options (use of Bursar Merchant No, Independent Merchant No, Internet, Methods of Payment, costs, equipment needs, expected sales potential, etc.) with representative from NIU Merchant Services and IT if necessary. 3. Complete Merchant Request Form and submit it to Treasury Operations. Use of Bursar Merchant No. (Low-volume) Departments who anticipate a low volume of credit card activity may choose to manually accept credit cards. Your credit card sales and refunds slips are taken to the Bursar s Office where the processing of the transactions will be completed via electronic data capture. You will need: An imprinter with a Bursar merchant plate A supply of 2-part credit card slips (sales & refunds) Independent Merchant No. Departments who anticipate a high volume of credit card activity will be assigned their own merchant number. You will use electronic data capture equipment (currently, VeriFone) to process your transactions. You will need: A VeriFone Vx570 A telephone line, preferably dedicated One electrical outlet Internet (CyberSource) Some Departments are better able to provide extended customer service and/or increase sales activity by offering their products/services online. NIU Merchant Services has a solution in place that allows Departments to accept credit cards via the internet. This solution utilizes CyberSource as the internet gateway and includes shopping cart functionality, automatic electronic PeopleSoft posting, and basic reporting features. You will need: A separate merchant number A web site to host web sales and link to the NIU shopping cart 5

7 Internet (Other) Special circumstances require some NIU Departments to utilize internet gateways other than CyberSource. For example, the Convocation Center sells tickets online via TicketMaster and Housing & Dining accepts deposits via specialized software. Contact NIU Merchant Services if your Department has special needs regarding credit cards and the internet. BURSAR MERCHANTS (LOW-VOLUME) Operating Procedures Processing Sales: 1. Place the credit card and a blank sales slip in the imprinter. For telephone orders, write the card number, expiration date, and customer name on form. Also include the Merchant account information (Bursar ). 2. Slide the imprinter across its base from left to right and back. 3. In Authorization box, write the authorization number you received when you called for voice authorization: Card Type Telephone No. Merchant No. Visa/MasterCard American Express Discover All sales require an authorization/approval code. 4. Write in the description of the sale, amount, and date. 5. Your Department may choose to complete the Reference No. field. For example, this field can be used to write in an invoice number that the customer is paying. 6. In the Clerk field, write your initials. 7. Indicate the card type on the sales slip. 8. Inform customer that his/her statement will read, NIU Bursar, instead of your department name. 9. Acquire customer signature. For telephone and mail orders, write Phone Order or Mail Order on the signature line. 10. Give customer the CUSTOMER COPY (Usually the second of the 2-part slip). 11. Bring the other copy of the sales slip to the Bursar for processing. 12. Prepare a credit card journal entry and submit it to the Accounting Office daily. Processing Refunds/Credits: 1. Place the credit card and a blank credit slip in the imprinter. For telephone refunds, write the card number, expiration date, and customer name on form. Also include the Merchant account information (Bursar ). 2. USE THE SAME CARD THAT WAS USED TO MAKE THE ORIGINAL PURCHASE. 3. Slide the imprinter across its base from left to right and back. 4. Write in description, date, reason, and amount of refund. 5. In the Clerk field, write your initials. 6

8 6. Indicate the card type on the sales slip. Circle either the Visa or MasterCard emblem or write in AMEX and Disc as appropriate. 7. Acquire customer signature. For telephone and mail orders, write Phone Order or Mail Order on the signature line. 8. Give customer the CUSTOMER COPY and bring the other copy to the Bursar for processing. 9. Prepare a credit card journal entry and submit it to the Accounting Office daily. CASH REFUNDS SHOULD NOT BE ISSUED FOR CREDIT CARD SALES. DEPARTMENTAL MERCHANTS (HIGH VOLUME) Processing Sales and Refunds on VeriFone Equipment: 1. Follow the procedures in the appropriate sections of the First Data Quick Reference Guide or the document provided by NIU Merchant Services. Your VeriFone terminal display will also guide you. 2. If the customer is present, obtain his/her signature on the printed receipt. 3. If the customer is not present, write Phone Order or Mail Order on the signature line of the receipt. 4. Give the customer copy of the receipt to the customer and retain the merchant copy for your records. 5. Print a Detail Report and a Settlement report at the close of your business day. 6. Prepare a credit card journal entry and submit it to the Accounting Office daily. INTERNET MERCHANTS (CYBERSOURCE & NIU SHOPPING CART) Processing Sales: 1. Once your account has been set up and tested, the processing of sales transactions occurs automatically as customers use the internet. 2. A daily report is sent to an electronic file location or available in the merchant portal. 3. A journal entry posts automatically to the general ledger. Processing Refunds: 1. Refunds/credits are processed in the Merchant Portal. 2. Journal entries must be prepared and submitted to the Accounting office to record refunds/credits. 7

9 Supplies To order supplies, call the Supply Help Desk at Have your merchant number and address available. Supplies include: printer paper, the Merchant Operating Guide, merchant plates, and 2- part credit card sales and credit slips. The supplies listed above can be shipped directly to the merchant location. You should allow two weeks for delivery. If you run out of supplies before your order is received, please contact NIU Merchant Services for assistance. Troubleshooting Bank of America Merchant Services (BAMS) offers Help Desk services available 24 hours a day, seven days a week. For equipment or transaction difficulties, please contact them directly. For general questions, please contact NIU Merchant Services. Contacts NIU Merchant Services BAMS Help Desk (VeriFone Nashville) Supply Help Desk Paymentech Merchant Services (TicketMaster/ echecks) Nyoka Polyak, Assistant Director of Treasury Operations Christina Thompson, Cash Management Accountant Tamara Farley, Interim Director of Treasury Operations

10 Glossary Acquirer Bank of America Merchant Services Cardholder CyberSource Discount Fees E-Commerce Electronic Data Capture Interchange Issuer Merchant MOP PCI DSS Refund (Credit) Sale Settlement VeriFone Void A financial institution that is a member of Visa and/or MasterCard and maintains the merchant credit card processing relationship. The acquirer receives all transactions from the merchant to be distributed to the issuing banks. BAMS - NIU s credit card processor. The person to whom a payment card is issued, or an additional person authorized by the original cardholder to use the card. The company who provides e-commerce payment solutions to the University by acting as the internet gateway to NIU s credit card processor. The amount Treasury Operations charges your department for processing payment card transactions. The sale and purchase of goods or services over the Internet. The use of a point-of-sale device to authorize and settle payment card transactions. The exchange of transaction data between acquiring and issuing institutions. The financial institution and member of Visa or MasterCard that holds contractual agreements with, and issues cards to, cardholders. An NIU Department or Unit which sells products or services and accepts credit cards for payment. Method of Payment - the way a merchant chooses to accept payment for products or services. NIU currently accepts: MasterCard, Visa, American Express, Discover, and debit cards. Payment Card Industry Data Security Standards The rebate by the merchant, to the cardholder, of all or a portion of an original transaction amount. Refunds are made to the same card that was used for the original transaction. A transaction in which a cardholder s account is charged for goods or services. The process in which a merchant transmits batches of transactions to the acquirer. In interchange, it is the process by which acquirers and issuers exchange financial data resulting from sales transactions, cash advances, merchandise credits, etc. The type of card readers NIU uses at its point of sale locations. The cancellation of a payment card transaction prior to settlement. 9

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