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1 Merchant Operating Guide. Card acceptance by business MERCHANT BUSINESS SOLUTIONS

2 Postal Address Merchant Business Solutions GPO Box 18 Sydney NSW 2001 Westpac Merchant Business Solutions Help Desk: Sales & Support EFTPOS Technical Support Stationery Orders Telephone: Authorisations Centre: Merchant Authorisations Telephone: Merchant Operating Guide

3 Contents Introduction Merchant details Honour cards with these symbols Look for the hologram Information for the use of electronic terminals Terminal information Processing transactions Refund password Security of your terminal Terminal faults and problems Information for the use of manual imprinters Sales procedures Your floor limit Merchant summary Banking of a credit envelope Vouchers - returns and corrections Security of imprinters Damaged imprinter General merchant information Merchant statements Merchant copies of all vouchers Returned goods and exchanges Authorisation Hours of authorisation Chargebacks Cards left on premises Card faults Damaged cards Split ticketing Stationery Ownership of stationery and imprinters/terminals Mail order and telephone order (moto) merchants Special notice Points to remember for mail and telephone order merchants Mail order advertisements Telephone order customer details Completing a sale where a card is not present for mail/ telephone orders Refunds Internet merchants Points to remember Correct operation of an internet site Internet gambling Additional instructions for hotels/motels and motor vehicle rental agencies Authorisation of transactions Delayed or amended charges Additional instructions for delayed or amended charges by car rental agencies Fighting fraud Merchant Operating Guide 3

4 1.0 Introduction Your Merchant Operating Guide for the acceptance of MasterCard, Visa and debit card transactions This booklet is designed to help you and your staff become familiar with the day-to-day use of your merchant facility. This booklet forms part of your Card Acceptance by Business Terms and Conditions. Please read this booklet thoroughly and keep it close as a handy reference guide. If you have an electronic solution, you may also be provided with a Terminal User Guide and a Quick Reference Guide for transaction processing and other important information. For all statement, transaction and general enquiries please call Merchant Business Solutions on , 24 hours a day, 7 days a week. If you are using a terminal supplied by us you may also phone this number for terminal malfunctions and difficulties. If you are using a terminal(s) not supplied by us, contact your help desk or terminal provider. 1.1 Merchant details Please complete the details below for your merchant facility. Trading name: Merchant number: Floor limit: For face to face transactions: $ If your terminal is enabled for Electronic Fallback (EFB) transactions your floor limit is: $ for credit card transactions $ for debit card transactions For mail/telephone order, instalment/recurring Transactions (for merchants where approved): $0 All Internet transactions: $0 The manual or electronic facility may not be taken outside of Australia at any time. 4 Merchant Operating Guide

5 1.2 Honour cards with these symbols Your Merchant Facility enables you to accept any valid credit cards showing the symbols below, whether the card is issued in Australia or overseas. Credit/Debit card transactions: Debit card transactions: You may process debit card transactions only where you have been supplied with an electronic terminal with a PINpad and you have been approved to accept debit card transactions. Note: The symbol may appear on the face or the reverse side of the presented cards. If you are in doubt please call us at Merchant Business Solutions on Merchant Operating Guide 5

6 1.3 Look for the hologram All valid credit cards must have a hologram. MasterCard hologram Visa hologram IMPORTANT: DO NOT ACCEPT CREDIT CARDS WITHOUT HOLOGRAMS. 6 Merchant Operating Guide

7 2.0 Information for the use of Electronic Terminals 2.1 Terminal information We offer a number of terminal types to suit individual business needs. These include: fixed location terminals for credit card transactions only; fixed location terminals for credit card transactions and debit card transactions; mobile terminals for credit card transactions and debit card transactions. In addition, merchants who obtain Westpac approved terminals from other card accepting vendors/ suppliers may use these terminals to process credit card transactions and, where required, debit card transactions. Terminals that support debit card transactions incorporate a PINpad which allows the cardholder to select their type of account (Cheque/Savings/Credit) and, where appropriate, input their personal identification number (PIN). You or your staff must never ask a cardholder to reveal their PIN. For terminals with PINpads, the PINpad must be located where customers can use the PINpad without the risk of other people seeing them key in their PIN. All EFTPOS terminals require current Bank Certification and must comply with all industry and regulatory requirements. 2.2 Processing transactions Processing instructions are provided in Quick Reference Guides and/or Terminal User Guides provided to you separately with your terminal. Please keep it where it is easily accessible. If you have not received your Quick Reference Guide, please telephone our Merchant Help Desk on Although the terminal provides authorisation for most transactions, there are a number of points that you still need to observe when processing transactions. a cardholder should not sign the terminal sales slip or enter their PIN until the transaction amount is displayed on the PINpad screen and, where appropriate, printed on the terminal sales slip; for credit cards, compare the embossed card number on the face of the card with the number printed on the signature panel. Note that the number on the signature panel may be abbreviated to show only the last four digits of the card number, plus the CCV number. If these numbers do not match, retain the card and telephone the Authorisation Centre on , Extension 500 (Option 1) for credit cards, compare the embossed card number on the face of the card with the available card number printed on the terminal sales slip. If these numbers do not match, retain the card and telephone the Authorisation Centre on , Extension 500 (Option 1); for credit cards, compare the first 4 digits of the embossed card number with the 4 digits printed on the card, just below the embossed card number. Where they do not match, retain the card and telephone the Authorisation Centre on , Extension 500 (Option 1); where a cardholder displays suspicious behaviour when making a transaction, you should always call the Authorisation Centre on , Extension 500 (Option 1); Merchant Operating Guide 7

8 when one of our operators asks you to retain a card, please always ensure your personal safety first. Do not comply with the request if you or anyone else is placed at risk. Under no circumstances should you request that the cardholder provide you with their card and/or pin number for you to retain. You should only retain the customer s card if our operator asks you to do so. 2.3 Refund password To process refunds you must enter your password prior to each transaction. You are responsible for protecting this password against unauthorised use. Do not key in your password in a manner that enables customers or unauthorised staff to observe the number. Ensure that your password is changed regularly to prevent unauthorised use. 2.4 Security of your terminal Your terminal copies of printed receipts must be handled with extreme care. Only you, and your authorised staff, at your discretion, should have access to these items. Please ensure your terminal is kept on or near to your counter where you can supervise its use at all times. Terminals must not be relocated without prior authorisation. 2.5 Terminal faults and problems If your terminal cannot be used due to a systems fault or terminal problem, please refer to your Quick Reference Guide. Where your terminal displays a response code not listed on your guide, and you use an electronic terminal supplied by us, you should phone us on for clarification. If your terminal is enabled for Electronic Fallback (EFB), transactions may be processed under certain conditions when you are unable to complete an online authority. For example: Credit card transactions which do not exceed your credit card floor limit may be processed. However, you must obtain an authorisation for transactions exceeding this amount. Debit card transactions which do not exceed your debit card floor limited may be processed. However you must ask your customer to provide an alternate means of payment for transactions exceeding this amount. In need, you should revert to your manual imprinter where one has been provided to you and appropriate merchant stationery to process credit card transactions. You will need to seek authorisation for all sales amounts over your credit card floor limit. Please refer to section 3.1 for processing instructions for manual imprinters. 8 Merchant Operating Guide

9 3.0 Information for the use of Manual Imprinters Completing a sales transaction flow chart Care: Retain card until transaction is complete Invalid card No hologram Check card for valid dates Check for hologram Imprint voucher Remove and destroy cover sheet Unable to imprint due to damaged card or imprinter handwrite details Tick MasterCard/Visa box and complete voucher Signatures differ Numbers do not agree Ask cardholder to sign voucher and compare signature on voucher to signature on card Check that embossed card number agrees with number on signature panel Check sale amount to your floor limit Sale over floor limit Return card and cardholder s copy of the voucher to customer Dial Authorisation Centre Extn. 500 (Option 1) Dial Authorisation Centre Extn. (Option 2) Remember, if you have any doubts about the person presenting the card or the card itself call the Authorisation Centre. Retain the card, however please always ensure your personal safety first. Rewards are paid for lost and stolen cards recovered. Merchant Operating Guide 9

10 3.1 Sales procedures (See flow chart on previous page) Sales 1. Ask your customer for his/her card. 2. Check validity dates and tick box. The card is valid from the first day of the month through to the last day of the month indicated on the card. Do not accept a card prior to its validity date. Please note that some cards may not have a valid from date. If validity dates are not current, retain the card and call the Authorisation Centre on Extension 500 (Option 1). 3. Check that the card has a hologram on the right-hand side of the card midway between the top and bottom edges. If not, retain the card, call the Authorisation Centre on , Extension 500 (Option 1). 4. Place the card in the imprinter, followed by a sales voucher. Make an imprint by sliding the handle completely across the sales voucher and returning it to its original position. 5. Remove and destroy the sales voucher cover sheet. Make sure all details are clearly imprinted on all copies of the sales voucher. If details are not clear, please refer to Section 3.7 or Tick appropriate card-type box (MasterCard or Visa). 7. Complete sales voucher with date and amount of the sale (including GST if applicable). Write a brief but specific description of the goods and/or services supplied (if more than one item is supplied, the amount of each item and total amount is listed). Initial the voucher in the box provided. 8. Ask the cardholder to sign the sales voucher. Do not return the card to the cardholder at this stage. 9. Compare the signature on the voucher with the signature on the card. If the card is unsigned or the signature differs, telephone the Authorisation Centre on , Extension 500 (Option 1). 10. For credit cards, compare the embossed card number on the face of the card with the number printed on the signature panel. Note that the number on the signature panel may be abbreviated to show only the last four digits of the card number, plus the CCV number. If these numbers do not match, retain the card and telephone the Authorisation Centre on , Extension 500 (Option 1). 11. If the sale is over your floor limit, telephone the Authorisation Centre on , and select option 2 for approval. If approved, record the authorisation number in the appropriate box on the sales voucher. 12. Please note: do not attempt to avoid authorisation by completing two or more sales vouchers on the same card, as the transactions will be considered invalid and charged back to your Account (refer Section 4.10). 13. When the above checks have been completed, you may then return the card and yellow copy of the sales voucher to the cardholder. 10 Merchant Operating Guide

11 14. Under no circumstances should you request that the cardholder provide you with their card and/ or pin number for you to retain. You should only retain the customer s card if our operator asks you to do so. 3.2 Your floor limit Please record your approved floor limit in the merchant detail section at the beginning of this guide for your reference. For all sales amounts over your merchant floor limit you are required to carry out all necessary checks (please refer to points 9, 10 and 11 in Section 3.1). Obtain authorisation for the transaction as detailed above, and record the authorisation number in the appropriate box on the sales voucher. Only you and your designated staff members should know your floor limit. Please do not divulge your floor limit to any other person under any circumstances! 3.3 Merchant summary All Westpac Merchants must lodge merchant vouchers with a Westpac branch only. The Bank offers card processing facilities for MasterCard and Visa and schemes. You are required to lodge bank copies of sales and credit vouchers with a merchant summary (brown) within three bank business days of the transaction date. A maximum of 99 vouchers and one merchant summary per envelope is allowable. Merchant Operating Guide 11

12 1. Separate credit vouchers from sales vouchers. 2. Place your Merchant Summary Card (Banking Plastic) in the imprinter and imprint the merchant summary details. 3. Write the net total in the space provided on the merchant summary (brown) and where possible provide an adding machine listing of the sales and credit vouchers. 4. Complete the merchant summary using the spaces provided: date total number of sales total value of sales vouchers total number of credits total value of credits net total (sales less credits if any) if value of credits exceeds sales, place a cross in the box provided refer to section 3.4 your signature 5. Place the following items into a blue merchant summary envelope. bank copy of merchant summary adding machine listing (if available) bank copies of sales vouchers bank copies of credit vouchers supply order form for additional stationery if required. Remember not to use pins or staples 6. Place the bank copy of the merchant summary into the merchant summary envelope so that your merchant details and the summary amount can be read through the windows of the envelope. 7. Seal the envelope and record the merchant summary total on your normal bank deposit slip. 8. Your Account will be credited with the value of the sales shown on your merchant summary. Standard clearance days will apply. 12 Merchant Operating Guide

13 3.4 Banking of a credit envelope If the value of credits exceeds the value of your banking, hand the envelope to the teller with a cheque to the value of the net credit amount. Cheques are not to be placed inside the summary envelope. Hand the envelope and attached cheque to the teller at your local Westpac branch for processing. 3.5 Vouchers returns and corrections Vouchers which cannot be processed will be debited to your Account and returned to you for correction with an explanation as to why they cannot be processed. Please correct the problem and re-present the voucher for processing. If you require any assistance please telephone Merchant Business Solutions on Security of imprinters Your imprinter and merchant identification card must be handled with extreme care, as well as stationery and copies of completed transactions. They should be kept out of public reach during normal business hours and locked away after trading hours. Only you and your authorised staff, at your discretion, should have access to these items. 3.7 Damaged imprinter If your imprinter is damaged in any way please report it to Merchant Business Solutions immediately on If your imprinter is faulty, the cardholder s name, card number and validity dates, as well as the details from your merchant plate will need to be written on the sales voucher after removal of the front page. The sale is to be then completed in the normal manner. (Please refer to section 4.6 for information on chargeback liability). Merchant Operating Guide 13

14 4.0 General Merchant Information 4.1 Merchant statements The Bank issues two types of statements to merchant customers: Merchant Business Solutions Merchant Statement Credit Card Transactions Merchant Business Solutions EFTPOS/Debit Card Transactions If required by law we will forward monthly statements to you. Statements will take the form of Tax Invoices. The statement will include: deposit details; merchant fees charged; Goods and Services Tax; any fees, errors or adjustments processed during the month. Adjustments and errors may include returns and corrections made to your merchant summaries. In cases where more than one merchant outlet is owned by the one business, a separate statement summarising the month s trading for all outlets is available on request. These are called Chain and Headquarter statements. If you have received approval for Dynamic Currency Conversion (DCC) facility, you may also receive a separate statement for these transactions. Dynamic Currency Conversion (DCC) is a currency conversion service that enables international customers to elect to pay in selected home currencies (eg. US Dollars) or in Australian dollars. Where the cardholder s home currency is available for selection, the amount they agree to at the point of sale is the same amount that will appear on their credit card statement. Merchants must not offer DCC as the default payment option. 4.2 Merchant copies of all vouchers Merchant copies (green) of vouchers and/or the electronic print out ( Merchant Copy ) are for your records. These copies are invaluable in case of a query arising regarding a transaction. You must retain copies for at least 12 months, however government legislation may require you to keep them for much longer periods (please check with relevant authorities). Failure to comply with this requirement may result in chargebacks being debited to your Account where you are unable to provide information to confirm details of a transaction. 14 Merchant Operating Guide

15 4.3 Returned goods and exchanges If a customer returns goods bought on a credit card, a refund or exchange may be arranged by you or by your staff if you have authorised them to do so. Refunds may only be processed where there was an initial valid transaction on the same card. Merchants using electronic terminals should refer to the Quick Reference Guide (QRG) or User Guide for instructions on how to process a refund or exchange for their specific product type. For transactions using a manual imprinter, where the exchange of goods is for a greater or lesser value, the refund transaction should be completed for the full amount and a new sales transaction should be completed for the new purchase. Merchants using a manual imprinter should complete a credit voucher as outlined below. Complete credit voucher (red) for full amount of return including any GST; Credit voucher is completed in the same manner as the sales voucher, except you are required to complete reason for refund, date of original sale and sign in the space provided; and Use the same card number to complete the credit voucher as was used on the original sales voucher. Remember not to refund cash in any instance! 4.4 Authorisation An authorisation only confirms the cardholder has funds available to cover the purchase, and the card has not been reported lost or stolen. It does not protect you from the possibility of subsequent chargebacks. Please refer to Section 4.6. All other checks are your responsibility (please refer to points 9, 10 & 11 in section 3.1). For authorisation of mail/telephone/internet transactions, please refer to Section 5.2. When to obtain authorisation You will need to call the Authorisation Centre on and select option 2 if: you are using a manual imprinter and the sale amount exceeds your floor limit; terminal is processing a CREDIT card transaction in electronic fallback mode and the amount exceeds your approved floor limit the imprint on the sales voucher is unclear due to the card being damaged or your imprinter being faulty; a credit card does not work in your terminal e.g. a card swipe does not work, terminal does not read magnetic strip, your terminal is unable to complete an online transaction and the sale amount exceeds your floor limit, validity dates are not current; Merchant Operating Guide 15

16 embossed card number on the face of the card does not match the number printed on the signature panel on the back of the card (note that the number on the signature panel may be abbreviated to show only the last four digits of the card number, plus the CCV number); signatures do not match; or person presenting the card behaves in a suspicious manner. How to obtain authorisation Once your customer has handed over his or her card, remember to retain the card while you seek authorisation. Please make sure the cardholder can see their card while it is in your or your employees care. If you are asked to retain a card for any reason, a reward will be paid to you provided you carry out the instructions given by the operator. Remember that you should always ensure your personal safety and not place yourself or anyone else at risk. Phone the Authorisation Centre on (option 2) and provide the details requested. If approval is granted, the operator will give you an authorisation number which you must write in the appropriate box on the sales voucher. If declined, inform the cardholder to contact his/her financial institution for further clarification. Return the card to the cardholder unless our operator asks you to retain it. Cancelling or changing amounts already authorised (manual processing only) Occasionally a customer may not proceed with a purchase after you have obtained authorisation or you may have to amend the sale amount already authorised. In both instances it is important that you telephone the Authorisation Centre on and selection option 3 to cancel the authorisation(s) and to obtain a new authorisation for any amended amount(s). Note: If an amount is altered without the cardholder s signed authority the authorisation will be invalid, and the transaction may result in a chargeback. 16 Merchant Operating Guide

17 4.5 Hours of authorisation The Authorisation Centre is available 24 hours a day, seven days a week. Please telephone Chargebacks A chargeback is a debit entry to your Account processed by us, and is the reversal of a transaction previously made to your Account. Chargebacks occur when you are in breach of the terms of our contract, when a cardholder disputes a transaction, or where the transaction is invalid. The most common reasons for chargebacks are: a cardholder claims that the transaction is invalid or disputes liability for any reason; you or a staff member alter the amount of the sale, without the cardholder s authority; processing a sale amount over your floor limit without authorisation (manual transactions and transactions in excess of your floor limit when your terminal is unable to complete an online transaction); failure to process a credit voucher for returned goods; splitting a sale using more than one voucher or printed receipt to avoid having to seek authorisation (a chargeback will occur for each transaction); accepting a card prior to its validity date; processing a sale using an expired card or invalid card; and processing a recurring transaction after receiving advice of cancellation Transactions which are invalid or which the cardholder claims are invalid or disputes for any reason will be charged back to your Account. You will need to resolve the matter directly with your customer. If you receive notification of a chargeback or a retrieval request, you should reply promptly within the timesframes we have specified in that request. A brief letter providing details of the transaction should be sent, together with: signed sales receipt order form or other sales record signed delivery receipt or other confirmation of delivery any other supporting documentation Where the chargeback notification was for a mail, telephone or internet transaction, you should provide as much information as possible relating to the transaction in question. Merchant Operating Guide 17

18 Should you receive a chargeback notification and you have already issued a credit for that transaction, you should fax or post copies of the credit refund documentation to us. Note: It is important that you reply to a notification of chargeback within the specified time. Should you fail to reply or are late in responding, the amount of the relevant disputed transaction may be debited to your account. 4.7 Cards left on premises If a customer leaves a card at your premises which is not claimed within a reasonable period, cut it in half horizontally through the card number and hand it in at your nearest Westpac Branch. If the card is claimed within that time, do not return the card until you have established the cardholder s identity. If you are unsure for any reason do not return the card and dispose of it as suggested above. 4.8 Card Faults Credit Cards If you are presented with a faulty credit card which does not register through your terminal, advise the cardholder to contact their Issuer and seek an alternate means of payment. Should an alternate means of payment not be available you may choose to process the transaction using a manual voucher and imprinter (where one has been provided to you) as set out in section 3.1. Manual keying in of credit card information into your terminal is also available at your discretion (for approved merchants), however you may be liable for transactions that are formally disputed by cardholders. Debit Cards If you are presented with a faulty debit card which does not register through your terminal, that debit card customer must be asked to present another card or use another form of payment. 4.9 Damaged cards If you are unable to capture card details either electronically or via a manual imprinter, you must seek an alternative means of payment. 18 Merchant Operating Guide

19 4.10 Split ticketing If you split a sale by completing two or more transactions to avoid having to obtain an authorisation, this action will result in the transactions being charged back to your Account. It is important you follow the correct procedures to avoid unnecessary losses to your business. For debit card transactions where you have a terminal which is EFB enabled and is in EFB mode, you must not split a sale where the total amount of that sale is in excess of your debit card floor limit. If you have any questions or require any further information, please contact Merchant Business Solutions on Stationery All new merchants with either manual or electronic facilities are supplied with initial stocks of appropriate stationery. Please remember to re-order stationery by phone at least one month prior to it being needed. Stationery will normally be delivered within ten business days of us receiving your request. It is a good idea to carry six weeks requirements as a safety net. To order new stationery, please telephone Merchant Business Solutions on Selected stationery items may also be ordered electronically in some instances where this is a feature of your electronic terminal. It is the Merchant s responsibility to ensure that all transaction records are legible. Thermal paper should be stored in a non-light sensitive area. Merchant Operating Guide 19

20 4.12 Ownership of stationery and imprinters/terminals Imprinters, unused stationery and promotional material remain the property of the Bank. If you have an electronic terminal and your merchant facility is cancelled for any reason, arrangements will be made to collect your electronic terminal from your premises. We (or our representatives) will also collect your manual imprinter at the same time. If you have a manual merchant facility only and your facility is cancelled, you do not need to arrange pick up of your manual imprinter. Please follow the steps below to dispose of your manual imprinter: contact Merchant Business Solutions (MBS) on to ensure your manual merchant facility is closed; remove the embossed metal plate from the imprinter (using standard Philip s head screwdriver); cut the embossed metal plate (if possible) or bend in half and discard securely (in the rubbish bin); cut the plastic merchant summary cards in 3 pieces and discard securely (in a different rubbish bin or separate rubbish removal day); discard the imprinter (in a different rubbish bin or separate rubbish removal day); Any unused stationery and promotional material must be returned to us immediately at the following address: Merchant Business Solutions GPO Box 18 Sydney NSW 2001 You must not sell, assign or in any way encumber any of these items, or give them to a third party, or allow access to a third party. You are responsible for your equipment. If equipment is damaged, lost or stolen, you will be charged for its replacement. 20 Merchant Operating Guide

21 5.0 Mail Order and Telephone Order (MOTO) Merchant 5.1 Special notice You must not commence processing mail/telephone order (MOTO) transactions without gaining prior approval in writing from us. Mail order/telephone order transactions may only be processed for credit cards. Please note that transactions processed without prior approval may not be accepted. 5.2 Points to remember for mail and telephone order merchants 1. A sale must not be processed before the goods or services are provided; and 2. Authorisation of a transaction only establishes that funds are available and that the card has not been reported lost or stolen. Authorisation does not guarantee the purchase is being made by the person whose name appears on the card. Fraudulent transactions will be charged back to your Account. As the cardholder is not present for mail and telephone order transactions, special care must be taken to establish the cardholder s identity. Customer identification is your responsibility transactions formally disputed by a cardholder for any reasons may be charged back to your Account (e.g. for non-receipt of goods, incorrect order supplied, transaction not made by the cardholder, cardholder disputes liability; goods/services provided do not match the description of what was advertised). It will then be up to you to resolve the matter directly with the purchaser of the goods or services; and for mail order transactions, you must retain a signed copy of the cardholder s authority for a minimum of twelve months. Merchant Operating Guide 21

22 5.3 Mail order advertisements Only approved MasterCard and Visa logos should be used in your advertisements. To ensure you use the correct card logos, please call Merchant Business Solutions for logo specification guides. You must include the following information on the customer order form (and authority): types of cards accepted (MasterCard and Visa) card account number (16 digits); full name of cardholder, exactly as it appears on the card; card valid from (where applicable) and expiry date; address of cardholder and phone number(s); details of goods/services being purchased inclusive of GST where applicable (including any additional charges); cost of goods/services being purchased, including any additional charges; signed statement from the cardholder, authorising the merchant to charge the purchase, or service, to the cardholder s Account. You must also include your business name and address. 5.4 Telephone order customer details When accepting a credit card for payment of a telephone order, please make a written record of the following details: type of card (MasterCard or Visa ); card account number (16 digits); for merchants transmitting CVV values, the CVV may be captured for transmission. N.B. Under no circumstances should the CVV be stored after transmission; full name of cardholder, exactly as it appears on the card; card valid from (where applicable) and expiry date; address of cardholder; telephone number; details of goods/services ordered; cost of goods/services (including GST, if applicable); delivery instructions (to minimise the possibility of fraud, goods should be delivered to a home address not to a post office box or a business address); and date of transaction. 22 Merchant Operating Guide

23 5.5 Completing a sale where a card is not present for mail/telephone orders For manual imprinter merchants: You will be supplied with standard credit card sales vouchers. The vouchers are in triplicate: customer copy, merchant copy and bank copy. The vouchers are to be completed as follows: 1. Place a credit card sales voucher in the imprinter and slide the handle across and return the handle to its original position; 2. Print the following information onto the sales voucher: card details (cardholder number, cardholder name, card valid from [where applicable] and card expiry date) to be printed at the top left hand side of the voucher details and amount of purchase to be recorded in the space provided on the voucher 3. Tick the appropriate card-type box (MasterCard or Visa); 4. Print the words mail order or telephone order where the cardholder s signature would normally appear on the sales voucher; 5. Obtain authorisation for the transaction. Record the authorisation number on the sales voucher. If you have any doubts regarding the transaction please telephone the Authorisation Centre on , Extension 500 (Option 1); and 6. Where goods are to be sent to the customer, the cardholder copy of the sales voucher is to be forwarded with the goods. For electronic merchants: Please complete the sale through your terminal and refer to your Quick Reference Guide for further processing information. A successful transaction provides authorisation for the sale to proceed. IMPORTANT: Please remember that authorisation will not confirm the identity of the cardholder. It is your responsibility to establish a cardholder s identity. Authorisation will not guarantee payment to you if the transaction is not made by the rightful cardholder. Authorisation will also not protect you from chargebacks. 5.6 Refunds Please refer to Section 4.3 for manual sales merchants. Electronic merchants should refer to their Quick Reference Guide. Merchant Operating Guide 23

24 6.0 Internet Merchants 6.1 Points to remember To ensure customers to your site are provided with information they require to make transactions, your Internet site must satisfy all of the following criteria: the trading name and the URL must not have any substantial differences in wording. This will maintain consistency and reduce any potential cardholder confusion; a clear and complete description of the goods and services offered for sale; contact information trading name, Australian Business Number (where required), address, telephone number and fax number where available; a clear explanation of shipping practices (including overseas policy, if applicable) and delivery policy/timeframe; transaction currency: Westpac merchants can process and settle in AUD amounts only; total cost of the goods or services purchased, inclusive of all shipping charges plus GST where applicable; card scheme brand marks are displayed wherever payment options are presented; export restrictions (if any) countries to which the merchant does not ship; a clear refund/return policy; consumer data privacy policy advises what you plan to do with information collected from your customers; security capabilities and policy for transmission of payment card details; transmission policy; all transactions must be processed through 128 bit (or higher) SSL encryption; each merchant domain name must utilise separate payment pages; all information must be accurate in all respects; and you must use digital certificates to establish a secure browser session between you and your customer. Your website must not: contain anything that constitutes or encourages a violation of any applicable law or regulation, including but not limited to the sale of illegal goods or the violation of export controls, obscenity laws or gambling laws; contain any adult or pornographic content; offer for sale goods or services, or use to display materials, that may be considered by a reasonable person to be obscene, vulgar, offensive, dangerous, or are otherwise inappropriate; 24 Merchant Operating Guide

25 utilise unaccredited payment pages. Payment pages must be accredited by Westpac or an accredited service provider (of Westpac s choosing) and must adhere to our security requirements; and you should not change the types of goods or services sold through your merchant facility without first providing Westpac with written notice, and then receiving written consent from Westpac confirming the change has been approved. The internet poses specific risks to Merchants. Whilst the cardholder s details may be encrypted and online authorisation received, the authorisation does not ensure chargeback relief. It is essential that you understand the term authorisation what it means, and what it does not mean. What authorisation DOES mean: the account number is valid; the card has not been reported lost or stolen (although it may in fact be lost or stolen); and there are sufficient funds available to cover the transaction. What authorisation DOES NOT mean: an authorisation does NOT confirm that the person providing the card number is the legitimate cardholder. Although it is important to obtain an authorisation for each transaction, it does not protect you from the risk of fraud or chargeback. Significant risk of fraud remains even though authorisation has been obtained. Online Authentication 3D Secure Visa and MasterCard have jointly attempted to reduce this risk placed on Internet merchants by developing an online cardholder authentication service known as Verified by Visa and MasterCard SecureCode. A term called 3D Secure refers to the technology platform through which this service is offered. Merchant Operating Guide 25

26 Verified by Visa and MasterCard SecureCode work as follows: a cardholder registers with their bank; the cardholder creates a password; cardholder browses merchant website and selects goods/services to purchase; when a cardholder attempts to make a purchase, a window pops up on screen requesting the cardholder to enter the password they previously created when registering with their bank. The 3D Secure software can detect if a card is enrolled or needs to be enrolled. For cards that are not able to support this service, the standard authorisation process is followed; upon the cardholder entering the password, the information is routed to the cardholder s bank for verification. The result of the password verification check is then sent to the merchant, advising whether the purchaser entered the correct password. If the wrong password is entered, it is likely that the purchaser is not the rightful cardholder; hence, the merchant should not proceed with the transaction as liability then shifts back to the merchant. The primary benefit to merchants of these verification processes is the chargeback liability shift that occurs. Subject to a few exceptions, if a merchant attempts to authenticate a purchaser using 3D Secure, both the cardholder and their bank may lose the right to make a chargeback claiming the cardholder did not authorise the transaction. This is irrespective of whether the cardholder or their bank subscribe to 3D Secure all that matters is the merchant has implemented 3D Secure, and attempted to verify the cardholder s password. If the password verification check fails (the purchaser entered the wrong password), you should not proceed with the transaction. If you proceed with the transaction after a cardholder has failed the verification check, you will incur the liability should a chargeback result. While 3D Secure is available, there are still localised regions that do not support the liability shift. This allows global merchants to remain at some risk, as some transactions would not be covered by the use of this solution. Until such time as technology is widely available to certify use by the true owner, we strongly recommend that internet merchants make personal contact with the cardholder by telephone to confirm the transaction, especially for large sales. 6.2 Correct operation of an internet site Transactions conducted by cardholders via your internet site are processed automatically through connections between your site and us. We do not warrant that the provision of the services will be continuous, uninterrupted or without errors. 26 Merchant Operating Guide

27 6.3 Internet gambling An online gambling merchant is a merchant that provides any form of gambling services over the internet or other networks. Gambling services include, but are not limited to: betting lotteries casino-style games funding an account established by the merchant on behalf of the cardholder purchase of value for proprietary payment mechanisms, such as electronic gaming chips If you are an online gambling merchant, your internet site must contain all of the following information: Internet gambling may be illegal in the jurisdiction in which you are located; if so, customers are not authorised to use their payment card to complete this transaction; a statement of the cardholder s responsibility to know the laws concerning online gambling in the cardholder s country of domicile; a statement prohibiting the participation of minors; a statement promoting responsible gambling and awareness of gambling support associations (such as Gamblers Anonymous); a complete description of all of the following: rules of play; cancellation policies; pay-out policies refund policies (even if your policy is not to refund, it must still be advised to your Cardholding customers); a statement recommending that a cardholder retain a copy of all transaction records and merchant policies and rules; you must not use the refund function to disburse winnings to cardholders. Merchant Operating Guide 27

28 7.0 Additional instructions for Hotels/Motels and Motor Vehicle Rental Agencies This section only applies where your business provides hotel/motel accommodation or hires out motor vehicles. 7.1 Authorisation of transactions Although we allow pre-authorisations to be made to attempt to ensure customers have funds to cover all expected expenses, you must obtain prior approval from your customer before any preauthorisation is made. You must also advise the customer of the pre-authorisation amount. For hotels/motels: the pre-authorisation amount can be based on the customer s intended length of stay at check-in time, and the room rate, including applicable tax(es). For motor vehicle rental agencies: the pre-authorisation can be based on the cardholder s intended car rental period, the rental rate, distance rates and any applicable tax(es). The estimated transaction amount should not include charges that cover potential vehicle damages or the insurance deductible amount. If you have an electronic terminal, you can obtain a pre-authorisation using your terminal. Where you are required to use manual sales vouchers you must obtain authorisation. You may obtain additional authorisations for additional amounts above any amount already authorised after the check-in or rental pick-up date and prior to checkout or rental return date. You must obtain prior approval from your customers before any authorisation is made. If you have an electronic terminal, you must process the final sale through the electronic terminal as a checkout transaction using the authorisation(s) previously obtained. Where you use manual sales vouchers, you must obtain a final or additional authorisation, if the actual transaction amount exceeds 10% more or less than the total of your authorised amounts. You must request that the original authorisation request be cancelled. Please note: Authorisations only affect cardholder s credit limit for a few days. The number of days varies by financial institution. 28 Merchant Operating Guide

29 7.2 Delayed or amended charges You may process delayed or amended charges appropriate to your business if the cardholder has agreed to cover these delayed or amended charges. These services may include accommodation, food or beverage charges, taxes, insurance, rental fees, parking tickets and other traffic infringement notices/violations. For any delayed or amended charges, manual imprinter merchants must create a manual sales voucher that includes the words Signature on File where the cardholder would normally sign and send a copy to the cardholder at the address shown in your records together with a copy of the supporting documentation. Electronic merchants should process a mail/telephone order transaction and forward documentation to the cardholder. Where a delayed or amended charge is disputed by the cardholder, you must provide us with all of the required supporting documentation outlined above within 14 days of our request. 7.3 Additional instructions for delayed or amended charges by car rental agencies If the charge is for parking ticket or traffic violation, please process the transaction to the cardholder s account within 80 days of the violation or 3 business days after your payment of the penalty, whichever is the earlier. You need to hold a copy of the documentation from the appropriate civil authority, including the registration number of the rental vehicle, time and location of the violation, statute violated, and the amount of the penalty. If the transaction is for rental vehicle damage, you must process the transaction to the cardholder s account within 80 days of when the damage occurred, or 3 business days after your payment of repairs, whichever is the earlier. You need to hold all of the following: copy of the rental agreement; estimated cost of the damages from an organisation that can legally provide repairs; police accident report, where applicable; documentation showing the cardholder s consent to pay for damages with his card; any other pertinent documentation available to demonstrate cardholder s liability; copy of your insurance policy if you require the cardholder to pay an insurance deductible in case of damages. Transactions may be successfully disputed if a signed and imprinted voucher, specific to the damage, is not obtained. Merchant Operating Guide 29

30 8.0 Fighting fraud At Westpac, we take fraud seriously, and you should too. Fraud can cost your business significant amounts of money, and certain types of merchants based on the type of goods sold are more prone to fraudulent transactions than others. We believe it is essential for you to have a sound understanding of credit card fraud, how it can be detected and how it can be prevented. And because we do consider that credit card fraud is a very serious issue, we have developed a brochure to assist you in fighting fraud. This brochure is entitled Protecting business against credit card fraud. We strongly urge you to read this brochure carefully, and to keep it close as a handy reference guide. If you do not have a copy of this brochure, please telephone our Merchant Help Desk on to obtain one. ADDITIONAL FRAUD PREVENTION INFORMATION IS AVAILABLE ON THE WESTPAC WEBSITE AT: 30 Merchant Operating Guide

31 Notes Merchant Operating Guide 31

32 MBG001 (02/12) Westpac Banking Corporation ABN AFSL and Australian credit licence

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