1 Getting Started Quick Reference Guide for Payment Processing
2 In today s competitive landscape, you have many choices when it comes to selecting your payments provider, and we appreciate your business. Thank you for choosing Elavon to provide your merchant processing services. Our goal is to deliver flexible, secure and reliable solutions; all backed by excellent customer service and support to help your business stay successful. This guide is intended to be a quick reference for common payment processing activities, more detailed information can be found in the Merchant Operating Guide (MOG), which is availiable on online at: https://www.merchantconnect.com/ CWRWeb/tech_support.do, scroll down to Merchant Operating Guide. If you do not have access to view the MOG on online, please contact our customer service center. The defined terms used herein have the meanings ascribed to them in the MOG. compliance and data security: Data security has become a primary consideration for every business that accepts credit and debit cards as payment for goods or services. The major card brands established the Payment Card Industry Council to oversee the Payment Card Industry - Data Security Standards (PCI-DSS) and to promote the security of the credit and debit card data being presented into the payment systems. All merchants and acquirers are required to comply with PCI-DSS and all payment applications must be certified and validated each year. One requirement of PCI-DSS is completing an annual Self- Assessment Questionnaire (SAQ), a validation tool used by merchants to establish and demonstrate their PCI-DSS compliance. Elavon s PCI Compliance Program takes a comprehensive approach to assisting your business to meet your compliance requirement while also helping to protect your reputation and your bottom line. For more educational information, access to the SAQ and other compliance and validation tools, and data breach protection, visit our PCI Compliance Program web site at MerchantConnect MerchantConnect is your one-stop destination for online customer service. You can also find out about valuable products and services to help your business. It contains everything you need to manage your electronic payment activity: My Account: Manage your account online. View statements, order supplies, request new products and track equipment shipments. My Reports: View timely and secure information such as deposit summaries, transaction activity, chargeback and retrieval status and more. Support: Find resource information about transaction processing, industry mandates, product support and practical tips to help improve your bottom line. Go to
3 types of cards There are several types of Cards that you may be set up to accept. If you are not set up to accept any of the following specific cards and would like to be, please contact merchant services or your sales representative. Credit Card: Cards that are associated with a line of credit. These Cards include Visa, MasterCard, American Express, Discover Network, Diners Club International, China Union Pay and JCB. Debit Card: Cards that are associated with a depository account rather than a line of credit. These Cards can be PIN-based, Signature-based or a combination of the two. Signature-based Debit Cards are processed just like a Credit Card, however, PIN-based cards require the Cardholder to enter a PIN number through a PIN pad either integrated or attached to your point-of-sale solution. Sales transactions card present sales Card Present Retail Transactions occur when the card and the consumer are physically present at the time of sale. There are two ways in which Card Present Transactions can be processed. Card Swiped Transactions: Whenever possible you want to swipe Cards through your POS Device. Transactions that are Card Swiped cost less than other Transactions and offer more Chargeback protection. Key-Entered (Manual) Transactions: Transactions that are processed with the Card present should only be key-entered when your POS Device is unable to read the Card. In these circumstances you can manually enter the Card information to process a sale. NOTE: Always obtain a manual Card Imprint for Card Present transactions that are key-entered. Whether you swipe or key enter a sale Transaction, it is important that you obtain the customer s signature on the Transaction Receipt. You must compare the signature on the Transaction Receipt to the signature on the Card. If you cannot tell whether the signatures are similar, ask for an alternate form of identification. If you do not feel the signatures match you may opt to perform a Code 10 as described later in this document. You must retain all transaction receipts for a period of 2 years. card not present transactions Card Not Present Transactions [Mail Order (MO), Telephone Order (TO), and Electronic Commerce (EC) Transactions] occur when the Card is not physically presented to you at the time of sale. It is important that you ensure your POS Device is set up to properly process Card Not Present Transactions in order to minimize Chargebacks or transaction disputes.
4 Before you process Card Not Present Transactions you must obtain the following information from the Cardholder: Cardholder account number Card expiration date Cardholder s billing and shipping address (if different) Cardholder s telephone number CVV2 / CVC2 / CID number (security code) Follow the instructions on your POS Device to ensure that you are initiating a Card Not Present Transaction. Please take note of the following two tools that are intended to provide greater security for Card Not Present Transactions: Verifying the Card Validation Code (CVV2 / CVC2 / CID number). This is a security service that is offered in order to help minimize unauthorized Card activity. Often customers do not know what this number is. For Visa or MasterCard, the number is located on the back of the Card in the signature panel after the last 4-digits of the card number. For American Express, the 4-digit number is located on the front of the Card, right above the account number. For more detailed instructions on how to locate this code, refer to the MOG. If your POS Device is properly set up for Card Not Present Transactions you will receive either a match or no match response with the authorization. It is within your discretion whether you process a no match response. This is a tool to help you minimize Chargeback risk, however in either case you are responsible for any risk associated with processing the Transaction. Address Verification Service (AVS). If your POS Device is set up for AVS, it will prompt you to enter the zip code of the Cardholder to verify the Cardholder s billing address. A result code is generated indicating whether the address given by the Cardholder matches (exactly, partially, or not at all) the address that the Issuer has on file for the Card. A response of exactly means it is more likely that the Card is being used by the authorized Cardholder. A partially or not at all response means you should consider whether or not to process the Transaction. The decision to process a Transaction, regardless of the response received, is up to you as you are responsible for any risk associated with processing a Transaction. delayed delivery If in your business you have a delay from the time you take an order until you ship your product, it is important to note that you must not charge your customer s Card until the date you ship. Some POS Devices will allow you to retain an authorization on file and then select that authorization for Settlement on the day you ship. However, many POS Devices, including most terminal solutions, will not support this activity. In these cases, you must process an Authorization Only on the order date and then process a Forced Transaction on the day you ship your product.
5 Please consult the Quick Reference or User Guide for your POS Device for instructions on how to perform these Transactions. Forced transaction This transaction type is only used when you have previously received an Authorization Only or Voice Authorization. Forced Transactions must be performed in order to complete these Transactions and obtain your funding. For instructions on how to perform a Force Transaction on your POS device, refer to the Quick Reference or User Guide provided with your POS Device. Credit/refund Transactions Credit Transactions are performed when a Transaction needs to be reversed after you have settled your Transactions. This could be either to correct a mistake or to facilitate a refund. Credits should only be processed to the Card on which the original charge was made. Do not issue a credit by giving the Cardholder cash (or a check) if the original purchase was made on a Card. Also, do not credit a Card for purchases originally made by cash or check. If you have a special policy regarding returns or refunds, make sure the policy is: Clearly posted at the point of sale Printed on the Transaction Receipt in close proximity to the signature transaction responses When you process a Card you could get any of the following responses: approval Most common, this response indicates that the Transaction has been approved and you may complete the Transaction. This response is alpha/numeric and is usually 6 characters. decline The Card Issuer has declined the Transaction and you should ask for an alternate form of payment. The Cardholder should contact the Issuer for any questions regarding the decline. Decline Pick-Up The Issuer has declined the Transaction and requests that the Card not be returned to the Cardholder. Refer to the WHAT TO DO WITH AN UNAUTHORIZED CARD section of this guide.
6 referral or card auth The Issuer is requesting that Merchant call the Voice Authorization Center, which will either provide an Approval Code or ask the Merchant to request additional information from the Cardholder (e.g., mother s maiden name). The Voice Authorization Center will provide this information to the Issuer who will either approve or decline the Transaction. void transaction A void can be performed if a Transaction is run incorrectly or a customer changes his mind after a Transaction has been run. Void Transactions generally need to be run on the same POS Device that the sale was run on and can only be performed if the Transaction has not already been settled. If you void a Transaction, the Cardholder will not see the sale or the void on their Card statement, it is as if the Transaction never happened. For instructions on how to perform a void on your POS Device refer to the Quick Reference or User Guide provided with your POS Device. Settling Daily Transactions It s important that you settle your Transactions each and every day. This is the opportunity to review and confirm your Transactions. Also, you will not be funded for Transactions until they have been settled. Higher rates could apply to Transactions not settled the same day. Prior to settling the Transactions you should perform the following steps: 1.Total the day s Transaction Receipts and Credit Transaction Receipts. 2.Verify that the Transaction Receipts equal the POS Device totals. You may be able to print a Totals Report from your POS Device to assist you with balancing. Refer to your POS Device for the reports that are available and how to run a Totals Report. If the totals do not balance, then: Compare the Transaction Receipts to the individual entries in the POS Device. Make any necessary adjustments before transmitting or closing the batch. To make adjustments refer to the instructions for your POS Device. Once you have balanced your Transactions, close the batch according to the instructions for your POS Device.
7 code 10 security alert If you are suspicious of a Card Transaction, contact our Voice Authorization Center and request a Code 10 authorization. Using the term Code 10 allows you to call the Voice Authorization Center to question the Transaction without alerting the Cardholder. Follow the instructions given to you on how to proceed to minimize any discomfort between you and the Cardholder. NOTE: Be alert to individuals who contact your business via phone or Internet attempting to make large purchases for overseas shipments, direct or through a freight forwarder. These individuals may utilize one or more Cards in their urgent request. If you receive such a request, we encourage you to contact our Voice Authorization Center to request a Code 10 specifically identifying the Transaction as a large foreign shipment transaction. what to do with an unauthorized card If you are informed that the Card has been reported lost, stolen, or otherwise invalid, do not complete the Transaction. If you are instructed to retain the Card, follow these procedures: 1. Maintain a record of the Card number in your files. 2. Cut the Card through the account number lengthwise without damaging the magnetic stripe. 3. Send the following information to the address listed below: Merchant s name, Merchant Identification Number, telephone number, and address Employee s name, telephone number, address Card account number Reason for recovery Exception Processing attn: Card Pick Up Elavon, Inc Chapman Highway Knoxville, TN IMPORTANT: Do not challenge the Card user. Avoid any physical confrontation with anyone who may be using a lost, stolen, or otherwise invalid Card. Do not jeopardize your safety or that of your employees or customers. Once this person leaves your location, note in writing his or her physical characteristics and any other relevant identification information. Keep in mind that a reward may be offered by the Issuer for the recovery and return of a lost, stolen, or otherwise invalid Card.
8 frequently asked QUESTIONS: Q: Who do I call if I have questions about my Getting Started Kit or if I require training from Elavon? A: Call Elavon Training at Q: What should I expect when I call the Training Center? A: A Merchant Trainer will go through the following steps: Walk you through of the contents of the Getting Started Kit Verify your Merchant Identification Number (MID) and Business name (DBA) Verify your address, phone and fax numbers Verify your address Verify all card types and services that are processed (ex: Visa, Mastercard, ECS, EGC, etc.) Begin set up and training process Whether you choose to be trained by one of our staff or elect to begin processing on your own, it is recommended that you review all kit materials prior to processing transactions. Q: How do I order additional supplies? A: Supplies can be ordered online at Once you have registered and are logged in, supplies can be ordered through My Account >> Supplies and Equipment >> Order Supplies. You can also order supplies by calling our Customer Service Center at Option 3. You will need your Merchant Identification Number and terminal or printer type. Q: Do I need to send in a check or money order for my fees each month? A: No. Your processing fees will be automatically deducted from the deposit account that you have designated Elavon, Inc. All rights reserved. This document is prepared by Elavon, Inc. as a service for its merchants. The information discussed may not apply to your specific situation. ELV-DEP-1246 Rev 0610