ANZ Royal Manual Merchant Operating Guide

Transcription

1 ANZ Royal Manual Merchant Operating Guide

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3 Contents 1. Welcome Change of Business Details Who to Call For Authorisations and Assistance Cards You Can Accept Authorisations Credit Card Fraud Prevention Guide Processing a Sale Processing a Refund Banking Errors and Disputes Chargebacks Security of Information Stationery... 14

4 1. Welcome Congratulations on your decision to become an ANZ Royal Merchant. We look forward to a long association with you. This guide tells you all about processing and banking credit and manual processing of credit card and ANZ Royal debit card transactions. It also contains helpful training information; please take time to read it thoroughly and have your staff read it too. Merchant Agreement Your ANZ Royal Merchant Agreement contains valuable information that relates to operating procedures. Instructions in this Merchant Operating Guide form part of the ANZ Royal Merchant Agreement and may be varied or replaced by ANZ Royal at any time. Important Information ANZ Royal strongly recommends that you follow the security checks and procedures in this guide. These checks and procedures will assist you in identifying and minimising fraudulent or Invalid Transactions. Your Merchant Agreement sets out, in detail, the circumstances in which you will be liable for fraudulent or Invalid Transactions. You should read your Merchant Agreement carefully. An investigation will be conducted by ANZ Royal s investigators if ANZ Royal believes that a Transaction is fraudulent. The operators of the applicable card schemes may also conduct their own investigations. If it is found that you have processed Invalid Transactions or Unacceptable Transactions, you may also be liable for the value of those Transactions. See your Merchant Agreement for more details. 1

5 2. Change of Business Details Your ANZ Royal Merchant Agreement describes various situations in which you must notify us of a change to your circumstances. For example, you should telephone your ANZ Royal Merchant Sales representative if there are any changes to your: Business name and/or address Business type or business activities including changes in the nature or mode of operation of your business Mailing address Ownership Telephone or fax numbers Should your business be sold, cease to trade or no longer require an ANZ Royal Merchant Facility, please return all stationery, promotional material, Transaction vouchers, Card Imprinters or equipment (including Electronic Terminals) supplied in connection with your Merchant Agreement to the location designated by ANZ Royal. 3. Who to Call For Authorisations and Assistance ANZ Royal Call Centre Tel: ccc@anz.com 2

6 4. Cards You Can Accept Credit Cards Credit cards (MasterCard and Visa) can be used by Cardholders to access their credit card accounts. Debit Cards (ANZ Royal issued only) Debit cards are issued by banks and financial institutions. Only ANZ Royal issued debit cards can be used. Only primary accounts can be accessed, no secondary accounts will be able to be accessed. Please note that Debit Cards (Schemes issued) and Charge Cards (e.g. Diners Club and American Express) cannot be used for manual imprinter transactions. 5. Authorisations You must phone the Authorisation Centre to verify if the account has sufficient funds available to cover the Transaction. If you do not obtain approval for Transactions, you risk the Transaction being dishonoured (charged back). Please note that a Transaction may still be dishonoured (charged back) for other reasons, even if approval has been given by the Authorisation Centre. For example: When the card is not present and a Transaction is processed without the Cardholder s permission or Where you did not obtain an imprint of the card (manually or electronically) on the Transaction receipt 3

7 When you contact the Authorisation Centre to authorise a Transaction, it will either be approved or declined. If the Transaction is declined advise the customer to contact the bank that issued the card. Seek an alternative method of payment. Do not offer any reason. Retain Card If the card has been cancelled by the Card Issuer, the Authorisation Centre may request that you try to retain the card. Remember: Never put yourself at risk when trying to retain cards. For a recovered card without a chip, cut the card horizontally just under the embossed or printed Account Number (if applicable) so as not to damage the Magnetic Stripe or hologram. For a recovered Chip card, so as not to damage the Chip, you must either: - Punch a hole through the middle of the magnetic stripe to make it unreadable. - Cut away the corner of the card at the opposite end of the chip. A corner must be at a 45-degree angle and extend approximately 25mm (1inch) from the corner of the card. Hand the card in to your ANZ Royal Merchant Sales representative. Authorisation Declined If you are told not to accept a card, seek an alternative method of payment. If the customer cannot pay, reclaim the goods where possible. If the goods cannot be reclaimed, e.g. food items, take a description of the person or ask to sight photographic identification, e.g. driver s licence, and arrange with the customer to provide an alternative method of payment. If unsuccessful, report the incident to the Police. Canceling an Authorisation An authorisation reduces the available funds on a Cardholder s credit card account. Therefore, you should cancel an authorisation when your customer does not proceed with a sale after an authorisation has been obtained. You can cancel an authorisation on ANZ Royal issued cards by contacting the ANZ Royal Authorisations and Assistance Centre. Only a Cardholder may cancel an authorisation by contacting their bank for non-anz Royal cards. 4

8 6. Credit Card Fraud Prevention Guide The following procedures are vital in helping you identify and minimise fraudulent credit Transactions via your Merchant facility. In addition to the following guidelines, please carefully read the Fraud Minimisation and Chargeback Guide. Before You Commence a Transaction Check: That it is a card you are authorised to accept To see if the card appears damaged or altered On the front of the card check: That the name on the card is appropriate to the customer (e.g. a man presenting a card with a woman s name on it is unacceptable) That the printing on the card looks professional That the card has current validity dates (a card can only be used from the 1st day of the valid from month to the last day of the until end month) That there is a hologram on the card and that it does not appear suspicious or made of inferior material. It should look 3-dimensional. Some cards may have a hologram on the back of the card. If you can't see a hologram on the front of the card, turn it over and check to see if there is a holographic magnetic stripe or other approved hologram. The embossing: The embossed name and card account numbers must match the printed name and numbers The embossing should not be flattened The first 4 digits of the embossed number must match the pre-printed 4 digits on the card The embossing should be clear and even 5

9 During the Transaction Check the signature: The card should be signed on the signature panel The signature or signature panel should not appear to have been altered The customer s signature on the Transaction voucher should match the signature on the card Be Alert for Customers Acting Suspiciously or Who: Appear nervous, overly talkative or in a hurry Arrive on closing time Try to rush you or upset your concentration Carry the card loose or by itself Have no means of identification Make purchases without regard to size, quality or price of goods Ask for Transactions to be split Ask for the Transaction to manually entered Sign the voucher or Transaction voucher slowly or unnaturally Other Ways to Help Safeguard Do not let anyone service or remove your equipment without first sighting proper identification. Do not divulge Cardholder information (e.g. Card number). Hold on to the card until you have completed the security checks and obtained authorisation for the Transaction. 6

10 What To Do if You are Suspicious Ask for photographic identification (e.g. a driver s licence or passport) and check that the details match the embossed Cardholder s name. Record the details on your copy of the Manual Transaction voucher or the printed Transaction voucher. For Visa, MasterCard and ANZ Royal Transactions, call the Authorisations and Assistance Centre and ask for extension 500. You may be asked a series of Yes or No questions to help the operator determine whether you should proceed with the Transaction. REMEMBER: Your safety comes first don t take chances. Split Ticket Transactions The Transaction is invalid if in ANZ Royal s reasonable opinion, the Transaction relates to one or more purchases made in the same Merchant establishment which have been split into two or more Transactions in an attempt to avoid your authorised Floor Limit. Damaged Cards Damaged credit cards can be processed at your discretion. However, the risk of processing damaged cards remains with you as the Merchant. When processing a sale with a damaged credit card, always seek authorisation. ANZ Royal will not honour a Transaction when a damaged card is found to be invalid. When the sale is authorised, record the authorisation number on the voucher, sight evidence of the true identity of the customer and record the details on the sales voucher, e.g. driver s license number. Refer the customer to their Card Issuer to arrange for a replacement card. Customer Leaves Card If a credit card is left on your premises, keep it in a safe place for 24 hours. If the Card is Claimed Do not hand it over until you establish the claimant s identity, i.e. sight photographic identification and compare a signature they write with the one on the card. 7

11 If the Card is Not Claimed Within 24 Hours Cut the card in two vertically through the embossed account number. Hand the card in to your nearest ANZ Royal Merchant Sales representative. 7. Processing a Sale Perform security checks described in the Fraud Minimisation and Chargeback Guide Imprint the customer s card onto the sales voucher. Remove the cover sheet. Check that the imprinted details are clear. Complete the voucher entering the final amount. Have your customer sign the voucher. Compare signature on voucher with that on card. If they do not match, do not complete the Transaction, and seek an alternative form of payment. Phone the Authorisation and Assistance Centre and ask for extension 500. Remember to seek authorisation for all purchases. To Obtain Authorisation, Ring the Authorisation and Assistance Centre If the Transaction is approved, record the authorisation number on the voucher. If the Transaction is declined, seek an alternative method of payment and advise the customer to contact their Card Issuer. When the Transaction is in order, hand the customer the yellow (Customer) copy of the voucher and their card. Retain the Merchant copy for your records and the Bank copy for banking. 8

12 Example Sales Voucher 8. Processing a Refund If a refund is required on a Transaction that has not been processed, you must cancel the authorisation. You must only give a Refund by means of a Transaction voucher, a credit note issued by you, or an exchange of goods, and NOT in cash or by cheque. To process a refund using a Transaction voucher (credit voucher) you should: Perform security checks. Imprint the customer s card onto the credit voucher. Remove the cover sheet. Check that the imprinted details are clear. Complete the voucher. Sign the voucher to authorise the refund. 9

13 You must process the refund to the credit card that was used for the original purchase. (If possible, check the card number on the original sales voucher). Hand the customer the yellow (Customer) copy of the voucher and their card. Retain the Merchant copy for your records and the Bank copy for banking. Any merchant charges relating to the original purchase will be refunded. Example Credit Voucher 10

14 9. Banking To receive value for your credit card Transactions, you must send the Bank (Blue) copies of vouchers with a completed credit card Merchant Summary voucher to your ANZ Royal Merchant Sales representative or your nearest ANZ Royal branch within three business days of the date of the Transactions. Preparing Your Deposit If possible, produce an adding machine tape showing the value of each Sales and Credit voucher and the total value of the vouchers. No more than 8 vouchers can be banked with any one Merchant Summary voucher. Write your Merchant Number on the Merchant Summary voucher. Complete the voucher. Place into your Merchant Summary envelope: Bank copies of all Sales and Credit vouchers Bank copy of Merchant Summary voucher Adding machine tape (if any) Do not pin, staple, clip or fold the envelope contents. Do not include cheques, cash or other card scheme vouchers, e.g. American Express or Diners Club as ANZ Royal cannot process these card types. Complete your normal bank deposit slip. Record the net amount of your credit card Merchant Summary on the last line of the cheque listing and add it to the total of cheques. Send the Merchant Summary Envelope to your ANZ Royal Merchant Sales representative or your nearest ANZ Royal branch. 11

15 Example Merchant Summary IMPORTANT: Make sure that the envelope contains only credit card vouchers. Full merchant number is to be written on Merchant Summary. 10. Errors and Disputes Vouchers from credit card Transactions that cannot be processed are debited to your bank account and returned for correction. This is known as a Return and Correction or R&C. Typical Causes of R&Cs are Incorrectly completed vouchers, e.g. incorrect additions on Merchant Summary vouchers Incomplete information, e.g. unreadable card imprint on voucher 12

16 Banking of vouchers from other schemes, e.g. American Express When you receive an R&C, there will be an explanation of why it cannot be processed; make sure you rectify the problem before re-submitting the voucher for processing. 11. Chargebacks Ensure you refer to the General Conditions of your ANZ Royal Merchant Agreement. You may be charged back for the value of a credit card sale where you have failed to follow the Bank s procedures as stated in this Merchant Operating Guide or in the General Conditions of your ANZ Royal Merchant Agreement. Chargebacks can occur for a number of reasons, for example: A Transaction has been processed using an invalid card, i.e. the card has expired or is not yet valid. A sale is processed without authorisation. A split sale is processed using two or more vouchers to avoid obtaining authorisation. A credit voucher was not processed for returned goods. A sale is processed without the customer s signed authority. A Transaction will also be charged back to you if a Cardholder disputes a Transaction and you are unable to produce copies of the relevant Transaction Vouchers. If you need assistance understanding a particular Return and Correction or Chargeback, phone the Authorisations and Assistance Centre during business hours. 12. Security of Information Do not divulge Cardholder information (e.g. card numbers) or allow equipment to be used by unauthorised persons. 13

17 Filing Vouchers Make sure you keep your copies of all credit card Transaction vouchers in a secure place for at least eighteen months in case a Transaction is disputed. For easy retrieval of vouchers, file them in Merchant Summary date order. Check your Merchant Summary against your monthly ANZ Royal Record of Merchant Transactions. At the end of the 18-month period, you must destroy any information about the Transaction. You must ensure that any document containing any Cardholder account number is securely destroyed in a manner which makes that information unreadable. 13. Stationery ANZ Royal supplies you with: Imprinter Sales and credit vouchers Merchant summary vouchers Merchant summary envelopes Telephone stickers, window decals and other point of sale material Stationery order form This Merchant Operating Guide To re-order ANZ Royal stationery, contact your ANZ Royal Merchant Sales representative. Alternatively, complete the Stationery Order form and fax it to your ANZ Royal Merchant Sales representative. Allow 10 business days for delivery and remember to check your stationery regularly. 14

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