BB&T Merchant Services Reference Kit IMPORTANT INFORMATION ENCLOSED

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1 BB&T Merchant Services Reference Kit INFORMATION ENCLOSED

2 Welcome to BB&T Merchant Services Thank you for choosing BB&T as your Merchant Services provider. BB&T has been providing payment processing solutions to businesses like yours for more than 35 years and has been consistently ranked as one of the top small-business-friendly banks in the nation. We look forward to servicing your credit card acceptance needs with a host of products and services that will help your business increase sales and customer loyalty. As a BB&T Merchant Services client, you can be confident that BB&T will provide you with resources and tools to help you grow your business more effectively. This Reference Kit has been designed to help you get started as well as to identify potential fraud, reduce chargebacks, ensure compliance, and provide tips for easier processing. These valuable tips and strategies were developed to help make accepting cards simple and safe. We hope you find it useful. If you have questions regarding your account, please contact the Merchant Client Support Center at MRCHBBT ( ) or merchantsupport@bbandt.com. Our hours of operation are 8:30 a.m. - 9 p.m., Monday through Friday. Again, thank you for choosing BB&T. The information in this packet includes summaries of certain requirements imposed as of May 2011 by BB&T, the Card Associations and applicable law relating to merchant acceptance and processing of credit and debit card transactions. This packet is not meant to be a detailed description or a complete listing of all these requirements or of your obligations. We urge you to read your merchant agreement with us, the rules and regulations of the Card Associations and applicable law in order to understand fully all of your obligations as a merchant accepting card transactions and, if appropriate, consult with your own legal advisor. We also note that these requirements may change over time, and that you will be responsible for complying with any such changes as they come into effect. BB&T Merchant Services are subject to business type and credit approval and are provided by Branch Banking and Trust Company, Member FDIC. BB&T Merchant Ser vices Welcome

3 BB&T Merchant Services Reference Guide TABLE OF CONTENTS Getting Started Client Support Clients Using Terminals Clients Using Software or Payment Gateways Clients Using DialPay Daily Processing Card Acceptance Policies Card Processing Procedures Key- Entered Transactions/Obtaining Manual Imprints Understanding Interchange/Minimizing Processing Costs Your Merchant Statement Maintaining Your Account If Your Terminal Breaks Loss Prevention Card Identification Features Code Fraud Prevention Guidelines CVV2/CVC2 Processing Address Verification Service Understanding and Avoiding Chargebacks Data Security/Compliance Payment Card Industry Data Security Standards If You Have a Security Breach Merchant Website Requirements Customize Your Solution BB&T Merchant Connection Web Based Reporting Check Services Gift Cards Other Card Types (AMEX, PCARD, WEX) BB&T Bankcards Glossary/Resources Glossary Resources BB&T Merchant Services Table of Contents

4 CLIENT SUPPORT RC BB erchantsupport an t co echnical an ter inal support is a aila le hours a ay ays a eek enu Options If you are experiencing terminal or printer malfunction or terminal error messages, or if you need assistance with terminal operation, Press 1 to access the technical help desk. Please choose the technical help desk that supports your terminal. - For TSYS Acquiring Solutions (formerly Vital), Press 1. - For lobal, Press 2. - For Paymentech Press 3. - For NDC, Press 4. - For FDR, Press 5. - If you do not know your technical support provider, Press 0 for BB&T Client Support. For supplies, Press 2. For retrieval requests or for inquiries about a chargeback you recently received, Press 3. For questions regarding the BB&T PCI-DSS Certification Program, Press 4. - If you are experiencing issues with logging in to the Trustwave web portal, need assistance using the Trustwave web portal, or have general questions about your PCI compliance status, Press 1 to be connected with Trustwave Technical Support. - For questions about PCI Fees, statement questions, or general questions about the BB&T PCI-DSS Certification program, Press 2. For support with Check Services, ift Cards, or Virtual Terminal applications, Press 5. - For BB&T payment gateway, powered by Authorize.net, Press 1. - For BB&T Virtual point of sale, powered by lobal Payments, Press 2. - For ift Card Services, Press 3. - For T-Tech Check Services, Press 4. - For lobal Payments Check Services, Press 5. - To speak with a Client Support Representative regarding your account, Press 0. To speak with a BB&T Client Support representative regarding your BB&T Merchant Services account, Press 0. ur office hours are :30 a.m. p.m. ET, Monday through Friday. elp esk ticker nclose Need terminal or transaction assistance Service and support for your credit card and check authorization equipment is just a phone call away Affix the Help Desk sticker included in your welcome package in a secure, non-public location close by the credit card terminal or computer used for payment processing. Call the toll-free number on the sticker and reference the account information whenever you need credit card related assistance. Merchant ID #: Terminal ID #: BBT V TSYS Technical Support - Help Desk: Supplies: Voice Authorizations: General Inquiries: BB erchant er ices Getting Started.

5 CLIENTS USING TERMINALS Clients urchasing er inals Now that you have received your terminal, it s time to start processing transactions. In most cases, your terminal is ready to process transactions straight out of the box. Please take a few minutes to ensure that all of the necessary devices (terminal, PIN Pad, or check readers), power units, and cords have been included in your package. If anything appears to be missing or if the terminal is not the one you expected to receive, contact the Merchant Client Support Center at Clients ith isting er inals By the time you are reviewing this kit, you may already be processing with BB&T if so, Welcome However, if you have not received your terminal programming to start processing transactions with BB&T, you may call to obtain your new download. The download process should only take a few minutes. erchant er inal raining To help you get started processing transactions successfully, BB&T Merchant Services is pleased to offer multiple training options at no charge. Terminal training includes instructions on how to: Properly install your credit card terminal Process sales and refunds Settle batches Run reports And much more Based on account set-up instructions and the type of terminal you are using, you may have indicated that you prefer to complete the training process by viewing online training videos. You can access the online training site by visiting: BBT.com/merchanttraining Enter your 5-digit merchant account number to access the online training video. You can view this video as many times as you like. Additional resource documents are also available online. Instead of online training, you may have requested training via telephone. If so, one of our associates will soon contact you to schedule or perform the training and answer any questions you may have. If you prefer not to wait, you may call the Training Help Desk at to schedule training at a time convenient for you and your sales associates. If you did not initially request training but would now like to receive training, please call the BB&T Merchant Client Support Center at and we will be glad to schedule training for you. BB erchant er ices Getting Started.2

6 C G R R Y O W R OR Y G W Y By the time you are reviewing this you may already be processing with BB&T if so, Welcome In order to begin processing through your new merchant account, you or your software provider may need specific information from BB&T to configure your software correctly. Depending on your specific software, we may provide a form to you via containing the basic information necessary. However, certain software providers require special parameter forms to be completed prior to configuration and/or installation of your software. If your software provider requires information from you that we have not supplied, please contact the Merchant Client Support Center at We will be happy to assist you by supplying the specific information requested by your software provider. Note: If you purchased software through BB&T, your installation or activation disk will provide instructions for getting started. Training may be available for software purchased through BB&T; contact the Merchant Client Support Center for more information. If you signed up for the BB&T Virtual Terminal or Payment ateway solution, you will receive a welcome that includes account set-up and training information. If you chose to process using the BB&T Virtual Terminal, you can access the online training site by visiting: BBT.com/merchanttraining Enter your merchant account number to access the online training video. This training video covers topics such as installing hardware devices, configuring computer settings, logging in to the virtual terminal, and processing common transactions. You can view this video as many times as you like. Additional resource documents are also available online.! For all BB&T Virtual Terminal and Payment ateway solutions, you can also schedule a training session with a training specialist by calling , option 0. If you have ordered equipment, please wait until you have received your equipment to schedule your training. ur training specialist will help you set up the devices.!! Certain settings in your so t are ill a ect your transaction costs your a ility to pre ent rau an charge acks an your co pliance ith Car ssociation rules t is your responsi ility to ensure the settings esta lishe in your so t are are the ost appropriate or processing your transactions n a ition co pliance ith ata ecurity tan ar s esta lishe y the Car ssociations is critical urther etails on these topics are pro i e throughout this Re erence it C G Y! DialPay is a processing option that allows authorization and capture of transactions via a touch-tone telephone instead of a credit card terminal. This option should only be used by merchants who have an infrequent need to process transactions. If your account was set up to process transactions in this manner, a booklet entitled DialPay Authorization with Capture Operating! Guide has been included in the welcome package you may have already received. The DialPay guide contains all of the information you need to process your transactions.! ll ial ay erchants shoul e processing transactions using the ress Verification er ice as escri e on page or Car resent transactions anual i prints as e plaine on page shoul e o taine or Car ot resent transactions ial ay erchants shoul a here hene er possi le to the rau re ention Gui elines on page.3 BB erchant er ices Getting Started

7 CARD ACCEPTANCE POLICIES Dollar Minimums and Maximums Your business may set a minimum transaction amount to accept a credit card, as long as the minimum transaction amount does not exceed $10 (or any higher amount established by the Federal Reserve Board by regulation) and does not differentiate between issuers or between card networks. Your business may impose a maximum on credit card transactions if you are a federal agency or institution of higher education. Your business may not impose a minimum or maximum on a debit or prepaid card. No Surcharging Always treat card transactions like any other transaction; that is, do not impose any surcharge on a transaction. You may, however, offer a discount for cash transactions, provided that the offer is clearly disclosed to customers and the cash price is presented as a discount from the standard price charged for all other forms of payment. Taxes Include required taxes in the total transaction amount. Do not collect taxes separately in cash. This policy reflects the needs of the many Visa, MasterCard, and Discover Network cardholders who must have written records of the taxes they pay for goods and services. Split Sales Prepare one sales receipt per transaction, using the full transaction amount. Merchants are not allowed to split the cost of a single transaction on a single cardholder account between two or more sales receipts in order to avoid authorization limits. Laundering Deposit transactions only for your own business. Depositing transactions for a business that does not have a valid merchant agreement is called laundering or factoring. Laundering is not allowed; it is a form of fraud associated with high chargeback rates and the potential for forcing merchants out of business. No Cash Refunds Complete a credit receipt for merchandise returns or adjustments. Do not provide cash refunds for returned merchandise originally purchased with a card. Visa and Discover Network does not permit cash refunds for any credit or debit card transaction. By issuing credits, you protect your customers from individuals who might fraudulently make a purchase on their account and then return the merchandise for cash. Delivery of Goods and Services Deliver the merchandise or services to the cardholder at the time of the transaction. Cardholders expect immediate delivery of goods and services unless other delivery arrangements have been made. For card-not-present transactions, cardholders should be informed of delivery method and tentative delivery date. BB&T Merchant Services Daily Processing 2.1

8 sking or entification Although payment network rules do not preclude merchants from asking for cardholder ID, merchants cannot make an ID a condition of acceptance. Therefore, merchants cannot refuse to complete a purchase transaction because a cardholder refuses to provide ID. The payment networks do not allow merchants to ask for ID as part of their regular card acceptance procedures. Laws in several states also make it illegal for merchants to write a cardholder s personal information, such as an address or phone number, on a sales receipt. You may ask for ID if the card is not signed; you must have the cardholder sign it and check the signature against two other pieces of identification, including one government issued ID. Zero-Percent Authorizations Merchants should not estimate transaction amounts. For restaurant merchants, in particular, this means debit or credit card transactions should be authorized only for the known amount of the check. Do not add on an estimated tip. Cardholders today can check their account balances almost instantly via the Internet or ATMs. An authorization that includes an estimated tip can reduce their available cash or credit balance by an unrecognizable amount. Say, for example, a cardholder s restaurant bill is $100, but the staff adds on a 20 percent tip that is, $20 for authorization purposes. If the cardholder only adds on a $15 tip, or leaves the tip in cash, the authorization hold on the larger amount may make it appear he or she was overcharged. And that, in turn, can mean angry phone calls from unhappy customers and the potential for reduced business. To ensure zero-percent tip authorization for all transactions, restaurant merchants should: nstruct sta to authori e only or the check a ount Your staff training and review materials should emphasize the importance of authorizing only for the known amount of the check, excluding any estimated tip. nsure your authori ation syste is set up or ero percent authori ation For further information on zero-percent tip authorization, contact the Merchant Client Support Center. No Transactions on Merchant s Own Card Merchants should not use your own card, or one to which you have access, to process a transaction for the purpose of obtaining credit for your own benefit. 2.2 BB&T Merchant Services Daily Processing

9 CARD PROCESSING PROCEDURES Doing It Right at the Point of Sale Whether sales associates are experienced or new to the job, they will accept cards correctly the first time and every time if they follow a few basic procedures. The illustration below provides an overview of the card acceptance steps that should be followed at the point of sale. Illustration of Card Acceptance 1 Swipe the card to request the transaction authorization. Hold the card throughout the transaction. 2 While the transaction is being processed, check the card s features and security elements to make sure the card is valid and has not been altered in any way. 3 Obtain authorization and get the cardholder signature on the transaction receipt. If you suspect fraud, make a Code 10 call*. 4 Compare the name, number, and signature on the card to those on the transaction receipt. See page 3.4 for information on Code 0 calls. It Pays to Swipe the Stripe n the back of every card, you ll find a magnetic stripe. It contains the cardholder name, card account number, and expiration date, as well as special security information designed to help detect counterfeit cards. When the stripe is swiped through the terminal, this information is electronically read and relayed to the Issuer, who then uses it as crucial input for the authorization decision. Swipe the card to request the transaction authorization. Hold the card throughout the transaction. BB&T Merchant Services Daily Processing 2.3

10 Verifying the Account Number Most P S terminals allow merchants to verify that the account number embossed on the front of the card is the same as the account number encoded on the card s magnetic stripe. How you check the numbers depends on your POS terminal. In some cases, the magnetic stripe number is displayed on the terminal. In others, the terminal may be programmed to check the numbers electronically. In such instances, you will be prompted to enter the last four digits! of the embossed account number, which will then be matched against the last four digits of the account number on the magnetic stripe. If the account number is printed on the receipt, only the last four digits will be used in many! cases. If the numbers don t match, you will receive a No Match message. In such instances, you should make a Code 10 call.*! All POS terminals and systems are required to provide account number truncation on electronically printed transaction receipts. This means that only the last four digits of an account number should be printed on the customer s copy of the receipt, and the expiration date should not appear at all. All POS terminals and systems must now comply with these requirements. he erchant copy o the receipt ay e re uire to re ect no ore than the last our or fi e digits of the cardholder account number depending upon state or local legislation enacted in the jurisdiction of Merchant s location. It is Merchant s responsibility to determine requirements of and comply with local and/or state legislation as applicable. If the full card number does appear on the Merchant s copy, please make sure the correct receipt, the cardholder copy, is provided to the customer. If the full card number does not appear on the Merchant copy, we suggest you print out a batch detail report before closing out in order to have a record of the full card number. Retain in a secure location. See page 3.4 for information on Code 0 calls. KEY-ENTERED TRANSACTIONS If a Card Won t Read When Swiped In some instances, when you swipe a card the terminal will not be able to read the magnetic stripe or perform an authorization. When this occurs, it usually means one of three things: The terminal s magnetic-stripe reader is not working properly. The card is not being swiped through the reader correctly. The magnetic stripe on the card has been damaged or demagnetized. Damage to the card may happen accidentally, but it may also be a sign that the card is counterfeit or has been altered. If a card won t read when swiped, you should: Check the terminal to make sure that it is working properly and that you are swiping the card correctly. If the terminal is, take a look at the card s security features to make sure the card is not counterfeit or has not been altered in any way. For key-entered or voice-authorized transactions, make an imprint of the front of the card. The imprint proves the card was present at the point of sale and protects your business from potential chargebacks if the transaction turns out to be fraudulent. The imprint can be made either on the sales receipt generated by the terminal or on a separate manual sales receipt form signed by the customer. 2.4 BB&T Merchant Services Daily Processing

11 Find Causes and Look for Solutions If a large percentage of your transactions are key entered, you should investigate the situation and try to find out why. The following chart summarizes the most common reasons for high key-entry rates and provides possible solutions. KEY-ENTRY CAUSE Damaged Magnetic-Stripe Readers Dirty Magnetic-Stripe Readers SOLUTION Check magnetic-stripe readers regularly to make sure they are working. Clean magnetic-stripe reader heads several times a year to ensure continued good use. Magnetic-Stripe Reader Obstructions Remove obstructions near the magnetic-stripe reader. Electric cords or other equipment could prevent a card from being swiped straight through the reader in one easy movement. Spilled Food or Drink Anti-Theft Devices that Damage Magnetic Stripes Improper Card Swiping Remove any food or beverages near the magnetic stripe reader. Falling crumbs or an unexpected spill could soil or damage the machines. eep magnetic anti-theft deactivation devices away from any counter area where customers might place their cards. These devices can erase a card s magnetic stripe. Swipe the card once in one direction, using a quick, smooth motion. Never swipe a card back and forth. Never swipe a card at an angle this may cause a faulty reading. ey-entered transactions are fully acceptable, but they are associated with higher fraud and higher chargeback rates. ey entered transactions may increase your processing costs because of the increased risks. MERCHANT TIP Special Guidelines Regarding Unembossed Cards Unembossed Cards Visa, MasterCard, and Discover Network both offer unembossed cards to accommodate a changing payment environment. Some cards now have laser-engraved or thermal printing of the account number, presenting a smooth appearance to the face of the cards. Traditionally, these cards were issued outside the United States; however, the cards are now offered for products such as prepaid and gift cards. Below we have provided a list of frequently asked questions regarding unembossed cards. How do you identify an unembossed card? MasterCard has branded it s card offering as MasterCard Electronic and the logo on the card reflects this terminology. Visa, and Discover Network cards will indicate electronic use only on the face of the card. Card numbers on both cards are smooth in contrast to raised numbers on the cards we are familiar with today. Who can accept unembossed cards? Unembossed cards work just like any other card at the point-of-sale. Any merchant utilizing an electronic payments terminal, which is capable of reading the magnetic stripe, can accept the card. BB&T Merchant Services Daily Processing 2.5

12 If the magnetic-stripe read fails, what can the merchant do? Visa and Discover Network recommend that the merchant request another form of payment. Because the card is not capable of being imprinted, the merchant would have to hand-write the card number on the sales draft and/or key-enter the transaction. Visa and Discover Network advise that merchants who accept an unembossed card without a swipe do so at their own risk, and could be subject to a Missing Imprint chargeback should the issuer dispute the transaction. MasterCard s requirements indicate their MasterCard Electronic card cannot be processed if the swipe cannot be completed. N hand-keyed transactions or hand-written sales drafts are allowed. The cardholder must be physically present in order to complete a transaction. If the card is valid only in a country different from where the merchant establishment is located, the card may not be accepted. Directions for Processing Credit Cards Using Manual Imprint Imprint of credit card number will show here. 2 Imprint of plate showing merchant number, name, and state will show here. If imprint of merchant plate is unavailable, write in the merchant! name and place of business. (Merchant account number is not required). 3 Enter description of sale, ex. gift cards, merchandise, etc. 4 Enter the amount of each sale.! Enter the authorization number from Visa or MC. Enter reference number on the receipt from the terminal. Enter amount of total transaction. If cardholders sign the terminal receipt, they are not required to sign manual imprint receipt. Attach the merchant copy to the terminal copy for the merchant s file. 5 Enter the date of each sale. 10 If manual imprint receipt is used to issue a credit, the merchant has to sign to authorize the credit.! A manual imprint must NOT consist of an impression taken from the card using pencil, crayon or other writing instrument. 2.6 BB&T Merchant Services Daily Processing

13 Authorization The authorization process allows the card issuer to approve or decline a transaction. In most cases, authorizations are processed electronically in a matter of moments. However, to protect against fraud, the card issuer may request additional information about the transaction. If properly done, authorizing a transaction is quick and easy and protects merchants against fraud and chargebacks. Authorization should be seen as an indication that account funds are available at the time of authorization and a card has not been reported as lost or stolen. It is not proof that the true cardholder or a valid card is involved in a transaction. It is highly recommended and in your benefit to settle all authorized transactions daily or within 24 hours of the time of the authorization. Settling in this manner may prevent chargebacks and will prevent additional interchange fees. MERCHANT TIP Partial Authorizations, Authorization Reversals, and Balance Responses MasterCard and Discover Network require that most merchants, depending on merchant category code (MCC), support the processing of partial authorizations, real-time full authorization reversals, and balance response transactions. Partial authorizations When a customer s transaction amount exceeds the balance available on their debit, prepaid or gift card, instead of declining the transaction, a partial authorization for the amount available to the customer will be returned. This will allow the customer to pay for the remaining amount with another form of payment. This is called a split-tender transaction. Real-time full authorization reversals An authorization reversal is a real-time transaction initiated when the customer decides that they do not want to proceed with the transaction, or if the merchant cannot complete the transaction for any reason. Authorization reversals free up the customer s available balance on their debit, prepaid or gift card. Balance response transactions For prepaid and gift cards, once the card has been used, the remaining account balance will be transmitted along with the authorization response. The remaining balance must be printed on the customer receipt, displayed on the Web page or point-of-sale terminal, or both. If you are currently processing through third party software or through a payment gateway, we recommend you reach out to your technical software contact to see if there is anything you need to do to comply. If you are using a credit card terminal to process payments, any full download, partial download, or terminal update will enable the partial authorization functionality. Regardless of the processing method, BB&T recommends that you train your staff to look at the receipt to verify that no additional balance is due for purchases. Note: Certain transaction types such as batch uploads, mail order/ telephone order (MOTO), and recurring payment transactions are exempt from these requirements. BB&T Merchant Services Daily Processing 2.7

14 UNDERSTANDING INTERCHANGE/ MINIMIZING PROCESSING COSTS Q: What is interchange? A: Interchange is the fee that merchant-acquiring institutions must pay card-issuing institutions to help offset card issuers processing costs and cost of funds. Revenue from interchange fees permits issuers to offer consumers value-added card products at lower prices. This helps increase card availability and usage, which benefits merchants through incremental sales and displacement of other more expensive forms of payment. Interchange rates are set and governed by Visa, MasterCard, and Discover Network, and are the same for all card-issuing and merchant-acquiring institutions. Such control helps maintain the integrity of the most widely used, complex electronic payment system in the world. hat are non- alified transactions A: Visa, MasterCard, and Discover Network establish interchange fees for transactions based on the data submitted and the risk associated with the particular transaction. Your merchant account and the agreed-upon rates and fees are based on an interchange level that is established according to your processing method and business type. A non-qualified transaction is a transaction that does not qualify at the expected level because it does not meet Visa, MasterCard, and Discover Network requirements for that level. Your account will be billed the difference in cost between the expected interchange rate and the interchange level at which the transaction actually qualified plus a surcharge. For example: The interchange level established for an account may require that the card be present and swiped as part of the transaction. The interchange rate is lower because more magnetic stripe content data is submitted and since the card is present, there is lower associated risk. If the card is not present or swiped, the transaction will not meet the requirements for the established interchange level, will be considered non-qualified, and will cost more to process. hy is a s rcharge assessed on non- alified transactions A: Merchant-acquiring institutions assess a surcharge to cover the additional handling costs associated with non-qualified transactions, such as increased processing and operational expenses. hat can do to red ce the n er of non- alified transactions have and minimize my transaction costs? A: To minimize processing costs and ensure that your transactions are clearing at the best possible interchange rate, you should observe the best practices referenced below as indicated for your processing method and business type. For additional advice on reducing transaction processing costs, please contact our Merchant Client Support Center for assistance. 2.8 BB&T Merchant Services Daily Processing

15 Retail / Face-to-Face Merchants: Card-swipe all of your transactions. Electronically authorize all transactions. btain one authorization per transaction. Voice authorized or forced transactions will not be eligible for the qualified rate. Settlement amount must equal the authorized amount for signature debit (non-pin) transactions. All transactions must be settled within 24 hours of the authorization. Indicate the card is present (by transaction type or at appropriate prompt) and perform Address Verification Services (AVS) on key-entered transactions a full AVS match must be received on the cardholder s billing zip code to qualify for the best non-qualified rate. For MasterCard transactions: The settlement amount for each transaction must be within 25 of the authorized amount for Beauty Salon transactions and within 0 of the authorized amount for all other transactions. For Discover Network transactions: The settlement amount for each transaction must be within 20 of the authorized amount for Beauty/Barber Shops and Taxicabs/Limousines and within 0 of the authorized amount for all other transactions. Restaurant Merchants: Card-swipe all of your transactions. Electronically authorize all transactions. btain one authorization per transaction. Voice authorized or forced transactions will not be eligible for the qualified rate. All transactions must be settled within 24 hours of the authorization. Indicate the card is present (by transaction type or at appropriate prompt) and perform Address Verification Services (AVS) on key-entered transactions a full AVS match must be received on the cardholder s billing zip code to qualify for the best non-qualified rate. Hotel Merchants: Card-swipe all of your transactions. Electronically authorize all transactions. Settlement amount must equal the authorized amount. Settle your terminal daily. Include a Room or Folio number on all transactions. Include the Check-in and Check-out date on all transactions. Indicator for Ancillary charges and No-show charge is required. BB&T Merchant Services Daily Processing 2.9

16 Card Not Present - Mail/Phone Order Merchants: Electronically authorize all transactions. Perform Address Verification Services (AVS) on all transactions. Purchase Identifier (Invoice number and/or customer order number) must be included on all transactions. The customer service phone number is required in settlement record. The purchase date is the shipment date and must be within seven days after the authorization date or one day prior to the authorization date. Transactions must be settled within two days of the purchase date. Settlement amount must equal the authorized amount. Transaction must be properly identified as Mail/Phone rder with the appropriate M T indicator. Bill Payment transactions must be properly identified with a Market Specific Indicator of B, ACI of Y and processing code of 50 and a M T indicator of 0 for one payment, 02 for recurring payment and 03 for installment payment. The first or initial transaction must be properly identified as Mail/Phone rder subsequent transactions must be properly identified as Recurring. Transaction identification is usually handled automatically by a merchant s transaction-processing system however, you should check with your software provider to confirm that your system is properly set up. Card Not Present - Internet/Electronic Commerce Merchants: Electronically authorize all transactions. Perform Address Verification Services (AVS) on all transactions. Purchase Identifier (Invoice number and/or customer order number) must be included on all transactions BB&T Merchant Services Daily Processing

17 Business-to-Business Transactions In order to ensure that transactions conducted with Business, Corporate or Purchasing Cards clear at the best possible interchange rate, you should observe the best practices referenced above as applicable to your processing method and business type. In addition, provide the enhanced data below: For Business and Corporate Cards: Submit the Tax Included Indicator and Sales Tax Amount (amount must be between 0. and 22 of the transaction amount for Visa and and 30 of the transaction amount for MasterCard). For Purchasing Card transactions only: To meet Level II Enhanced Data requirements: Submit the Tax Included Indicator and Sales Tax Amount (amount must be between 0. and 22 of the transaction amount for Visa and and 30 of the transaction amount for MasterCard). Customer Code (as provided by cardholder) is required at Fuel Merchants. To meet Level III Enhanced Data requirements: Submit Summary Data (minimum required data shown below): Discount amount - Last two digits are implied decimal places. Must not be all zeros if a discount amount exists. Must be all zeros if discount amount does not exist. Freight/shipping amount - Last two digits are implied decimal places. Must not be all zeros if a freight/shipping amount exists. Must be all zeros if freight/ shipping amount does not exist. Duty amount - Last two digits are implied decimal places. Must not be all zeros if a duty amount exists. Must be all zeros if duty amount does not exist. and, submit Line Item Detail (minimum required data shown below): Item descriptor - Must not be all spaces or all zeros. Item quantity - Last four digits are implied decimal places. Must not be all spaces or all zeros. Item unit of measure - Must not be all spaces or all zeros. Item commodity code - Must not be all spaces or all zeros. Item product code - Must not be all spaces or all zeros. Item unit cost - Last four digits are implied decimal places. Must not be all spaces or all zeros.! Discount per Line Item - Last two digits are implied decimal places. Must not be all zeros if a discount exists. Must be all zeros if discount does not exist. Line Item total - Last two digits are implied decimal places. Must not be all spaces or all zeros.! ON ALL TRANSACTIONS:! Make sure your credit card equipment is functioning properly. Do not bypass any terminal or so t are pro pts or specific ata oing so ill a ect your transaction costs your a ility to prevent fraud and chargebacks, and your compliance with Payment Network rules. If you are a merchant using third-party software, ensure the settings established in your software are the most appropriate for the processing nature of your business. BB&T Merchant Services Daily Processing 2.11

18 BB&T Merchant Services Daily Processing

19 How To Read Your Merchant Statement Use this information to become familiar with your merchant statement. 1 Address of BB&T Merchant Services 2 Processing Month The date your statement was produced (MM-YY). An internal tracking number for BB&T Merchant Services is also included. 3 Processor Use Only 4 Merchant Number This number is assigned to your company for identification purposes. It is exclusive to your company. If you call with statement inquiries, please be prepared to provide your merchant number. 5 Routing Number This number identifies your bank. 6 Deposit Account Number This number identifies your account at your bank. 7 Your Statement Mailing Address 8 Amount This is the amount that is due to BB&T Merchant Services this month. This amount is deducted from or added to your checking account. It includes the difference between fees owed and fees actually paid. 9 PL Plan Code that identifies the type of card used. See the list of Plan Codes at the bottom of the statement. 10 # Sales Total number of sales and cash advances for this statement period. 11 $ Sales Total dollar amount of sales and cash advances for this statement period. 12 # Credits Total number of credits for this statement period. 13 $ Credits Total dollar amount of credits for this statement period. 14 Net Sales Total dollar amount of sales and cash advances less total dollar amount of credits. BB&T Merchant Services Daily Processing 15 Avg Tkt Dollar amount of the average sales transaction. 16 Disc P/I Discount charged per item for transactions. 17 Disc % Discount percentage rate assessed for transactions. 18 Discount Due Discount due to BB&T Merchant Services. This is calculated as either your net or gross sales multiplied by the discount rate plus the discount per item multiplied by the total number of sales. Transaction Detail This section displays a breakdown of each transaction made during the statement period. The transactions are separated into three categories: deposits, adjustments, and chargebacks. 19 Day Day of the month that your batch was processed. 20 Ref Number Reference number assigned to the batch for tracking purposes. 21 *(Transaction Code) Code that identifies the type of transaction processed. See the list of Transaction Codes at the bottom of the statement. 22 PL Transaction plan type. See the list of Plan Codes at the bottom of the statement. 23 # Sales Total number of sales and cash advances for this batch. 24 $ Sales Total dollar amount of sales and cash advances for this batch. 25 $ Credits Total dollar amount of credits for this batch. 26 Discount Paid Total discount previously paid to BB&T Merchant Services. This amount will only display if you participate in a daily discount program with BB&T Merchant Services. 2.13

20 How To Read Your Merchant Statement (continued) 27 Net Deposit Total dollar amount of sales and cash advances less total dollar amount of credits and paid discount. Deposit, Adjustment and Chargeback totals will appear under each respective section. Fee Totals This section displays the fees that will be charged to the merchant. 28 Number Total number of items billed. 29 Amount Total dollar amount used to calculate the amount billed. (This may not be used for all items.) 30 Description Description of the item billed. 31 Total Total dollar amount to be billed. 32 Total Fees Due Total dollar amount of fees to be paid by the merchant. Note: Fees will be deducted on the 15th day (or next business day) of the month following the statement processing date. Statement Totals This section contains discount information and the amount credited or debited from the account. The following fields may appear if applicable. 33 Minimum Discount Minimum amount of discount that will be charged. This figure will be used if the discount amount is less than the minimum stated in your merchant contract. 34 Discount Due Total dollar amount of discount due from the merchant as calculated throughout the month. 35 Discount Paid Total dollar figure of discount that has been paid during the month by the merchant if participating in a daily program. 36 Net Discount Due Discount due less the discount paid. 37 Fees Due Total fees due from the merchant. 38 Amount Deducted Total dollar amount credited or debited from the account. Statement Message 39 Statement Message Important information from BB&T Merchant Services.! Plan Codes and Transaction Codes List of Plan Codes and Transaction Codes are printed along the bottom border of the statement.!! Merchant should review monthly statement and report questions, disputes, or missing transactions within 90 days of receipt of statement. Please refer to Section 1.5(k) of your BB&T Merchant Agreement for additional information. It is important to review your monthly statement for important messages from BB&T regarding your merchant statement BB&T Merchant Services Daily Processing