1 All it takes. CARD- NOT- PRESENT TRANSACTIONS MERCHANT GUIDE About this guide...1 General procedures...2 Getting all transactions authorized...3 Being careful with delivery arrangements...4 Keeping all documentation...5 Processing transactions correctly...6
2 1 ACCEPTANCE About this guide At Visa we always want to be the preferred payment card for you and your customers. Whenever you are serving your customers in person, and you can check their card, processing a Visa or Visa Electron transaction is extremely straightforward. But, if you are taking an order through the mail or over the telephone, there are some important procedures you need to follow. These have recently been revised, and will help to protect you from the possibility of fraud or disputed transactions. This guide tells you, step-by-step, how to accept Visa or Visa Electron cards when the card itself is not present. Please take time to read through the guide it should help you to get even more benefit from Visa.
3 Guide CARD - NOT- PRESENT TRANSACTIONS 2 General procedures Whenever you are processing a card-not-present transaction, you should always ensure that, as a minimum, you collect the following details from your customer: The card account number The name as it appears on the card The card expiry date as it appears on the card The cardholder s statement address You should also check whether the card has an issue number or card start date and record these details. It is also advisable that you take a note of: A contact phone number (not a mobile number) The name of the bank or building society that issued the card. For additional security, you should also take a note of the CVV2 (Card Verification Value 2) number. This is represented by the last three digit numbers printed on the signature panel at the back of the card. CVV2 was introduced to make card-not-present transactions more secure. It helps to ensure that your customer has physical possession of a valid card. It also indicates that the card s account number is valid. If a Visa Electron card displays the full account number, CVV2 is mandatory. Additional procedures for telephone orders If you are taking an order over the telephone you should also: Record the time and date of your conversation Make a note of the details of the conversation. In the event of a query, these details can then be verified with the cardholder. Additional procedures for mail/fax orders: If you are taking an order through the mail or via a fax, you should: Obtain a signature on the order form Always retain a copy of the written order Get proof of delivery. Keeping account details secure For mail, fax or telephone orders, ensure that the card account and CVV2 details are obtained in a secure manner and stored on a need-to-know basis only, for example: use of sealed envelopes transmission device (e.g., fax machine) is located in a secure area records of CVV2 to be destroyed immediately once approval is obtained. Your bank may require you to record some additional information. You should find out what their requirements are and add these points to the checklist.
4 3 ACCEPTANCE Getting all transactions authorized Visa recommends the floor limit for all card-not-present transactions to be set at zero. This means that it is always necessary for you to seek authorization. In most cases your terminal will obtain authorization automatically, or you can prompt it to do so. Otherwise you should always call for voice authorization. Once a transaction has been authorized and an authorization code is issued, it means that the card has not been reported as lost or stolen, and that there are sufficient funds available at the time of authorization. It is a useful safety measure, but does not guarantee payment. Nor does it guarantee that the address given to you by the cardholder is correct or that the genuine cardholder actually placed the order. You should never allow a repeat delivery of goods without going through the authorization procedure again. Getting a voice authorization You should check whether your bank has a specific telephone number for card-not-present transactions. If it does not, you should always tell the authorization center straight away that you are performing a card-not-present transaction. Additional checks There are some other checks which you can make before delivery of the goods which may help to reduce the risk of problems. For business customers not known to you, you could check their details in your local business directory or register Personal customer address details can often be checked in the Electoral Register, or in the telephone directory Don t necessarily rely on a telephone number given to you by the customer. You could obtain the telephone number for the cardholder s address through directory enquiries, then telephone the customer back on that number to confirm the order. You could also consider a caller display service whereby you can purchase a special phone or unit which indicates the number of the person calling Be wary if the contact phone number you have is a mobile number. Always ask for a permanent number and, if possible, use this to validate the subscriber s name and address Check your records to see whether you have had a number of transactions in a short period of time from a company, person or card account If the order is larger than your normal order, you could verify the purchase by checking the address. If you have a floor limit, seek an authorization for the transaction even if the amount is below your limit Check your records to see whether the same delivery address has been used before with different card details. REMEMBER - IF IN DOUBT, CHECK IT OUT.
5 Guide CARD - NOT- PRESENT TRANSACTIONS 4 Being careful with delivery arrangements Goods ordered through card-not-present transactions should always be delivered. If the cardholder insists on collecting the goods, they must produce the card unless your bank has agreed otherwise. Such sales become cardholder present and require a new voucher with the card details signed and checked in the usual manner. This means that the original card-not-present transaction will need to be reversed. For details on how to reverse transactions, please refer to your own bank s instructions. Goods should never be released to taxi drivers, chauffeurs, messengers or third parties such as friends of the cardholder. Be particularly wary of: The customer who demands next day delivery and shows no regard for any additional costs involved Alterations to the delivery address at short notice A phone call on the day of delivery asking what time the goods are due to be delivered. You will help to reduce the risk if you: Insist that goods may only be delivered to the cardholder s permanent address. If you do agree to send goods to a different address, take extra care to obtain a detailed proof of delivery Do not send goods to hotel/guest houses Only send goods by registered post or a reputable security carrier and insist on a signed and dated delivery note.
6 5 ACCEPTANCE Keeping all documentation If a transaction is ever disputed, it will be useful for you to keep all related documentation. This includes: All transaction details Documentary proof of delivery which, wherever possible, includes the cardholder s signature for the period stipulated by your bank (directly or through your Head Office).
7 Guide CARD - NOT- PRESENT TRANSACTIONS 6 Processing transactions correctly Be sure that you are including all the relevant information, and following all the relevant steps when processing a card-not-present transaction. For electronic systems If your terminal has a key to show that a sale is by telephone or mail, press that key before you enter any information. You may be prompted to enter a PIN or password. Then key enter all of the relevant transaction and card information. When the transaction is authorized, the information you have entered will appear on the sales draft. For manual systems Clearly write all the following information on the sales draft (or schedule if your bank has instructed you to use one): Cardholder name Card account number GOOD THRU or EXPIRES END date If possible, the issue number or start date Transaction date Value of sale Brief description of goods or services Merchant name and full address Always get an authorization and write the authorization number on the sales draft. On the signature line, in place of the customer s signature, always write MO for mail orders or TO for telephone orders. Always use a metal or plastic tipped ball point pen. Since the rules relating to the acceptance and processing of Visa cards may change from time to time, you should contact your bank regularly with regards to these rules.
8 Visa International offices All it takes. BANGALORE Raheja Towers 6th Floor, East Wing M. G. Road Bangalore [+91] MANIL A 1811 Philamlife Tower 8767 Paseo de Roxas Makati City Manila 1226 [+63] BANGKOK 15th Floor, Sindhorn Building, Tower Wireless Road, Pathumwan Bangkok [+66] /2/4/5 SEOUL Oriental Chemical Building, 19F 50, Sokong-Dong, Chung-ku Seoul [+82] BEIJING Suite 1528, Tower B, Corporate Square No. 35, Financial Street Xicheng Direct Beijing [+86] HONG KONG Suite , Two Pacific Place 88 Queensway Central, Hong Kong [+852] JAK ARTA Wisma 46-Kota BNI, 16th Floor JI Jend Sudirman Kav. 1 Jakarta [+62] KUAL A LUMPUR Level 32, Suite C, Menara Maxis Kuala Lumpur City Center Kuala Lumpur [+60] SHANGHAI 5F, Marine Tower, No. 1 Pudong Avenue Shanghai [+86] SINGAPORE 30 Raffles Place #10-00 Caltex House Singapore [+65] SYDNE Y Level 42 AMP Center 50 Bridge Street Sydney, New South Wales 2000 [+61] TAIPEI Room 7B, No. 168 Tun Hwa North Road Taipei 105 [+886] TOK YO Marunouchi Building 24th Floor Marunouchi Chiyoda-ku, Tokyo [+81] Visa International. All rights reserved.
Conditions of Use and Credit Guide Effective July 2014 Credit Guide GE Capital Finance Australia ABN 42 008 583 588, Australian Credit Licence Number 392145. This credit guide gives you some information
Combined Conditions of Use and Credit Guide Effective as at 9 November 2014 Introduction Your Credit Card Contract includes this Conditions of Use brochure, the letter which advises both your credit limit
Global Visa Card-Not-Present Merchant Guide to Greater Fraud Control Protect Your Business and Your Customers with Visa s Layers of Security Millions of Visa cardholders worldwide make one or more purchases
CUSTOMERS BANK ONLINE & MOBILE BANKING ACCESS AGREEMENT 1) Scope of Agreement 2) Definitions 3) Terms and Conditions of Online Banking A. Requirements B. Online Banking Services - General C. Electronic
Your new checking account Getting started guide Welcome to checking made easy At Wells Fargo, our checking accounts are designed to simplify your everyday finances so you can enjoy more of life. To make
State of New Jersey Department of Labor and Workforce Development Please Read This Guide And Save It For Future Reference PR-94 (R-3-15) ON THE INTERNET Visit www.nj.gov/labor for unemployment and reemployment
Do-it-Yourself Recovery of Unpaid Wages How to Represent Yourself Before the California Labor Commissioner A Publication of: The Legal Aid Society-Employment Law Center 600 Harrison Street, Suite 120 San
OFFICE OF THE PUBLIC GUARDIAN AND TRUSTEE POWERS OF ATTORNEY AND LIVING WILLS Questions and Answers The Office of the Public Guardian and Trustee Powers of Attorney and Living Wills ISBN 978-1-4249-3918-3
i National Rail Conditions of Carriage From 20th May 2012 NATIONAL RAIL CONDITIONS OF CARRIAGE CONTENTS page Introduction 3 PART I CONDITIONS OF CARRIAGE FOR PASSENGERS A Tickets 5 B Validity of tickets
Data protection Subject access code of practice Dealing with requests from individuals for personal information Contents 3 Contents 1. About this code of practice 4 Purpose of the code 4 Who should use
January 2015 Please read this important information carefully. Schwab One Account Agreement Information about your: Schwab One Account Schwab StockBuilder Plan Schwab One International Account Contents
Privacy and Electronic Communications Regulations Direct marketing 1 ICO lo Data Protection Act Privacy and Electronic Communications Regulations Contents Introduction... 3 Overview... 4 Legal framework...
WHAT YOU SHOULD KNOW ABOUT UNEMPLOYMENT INSURANCE IN MARYLAND DLLR STATE OF MARYLAND DIVISION OF UNEMPLOYMENT INSURANCE www.mdunemployment.com DLLR/Pub./DUI 4034 (Revised 12/13) 1 Table of Contents What
Manual on Close-Out Procedures Third Edition January 1985 Manual on Close-Out Procedures Third Edition January 1985 Municipal Securities Rulemaking Board 1900 Duke Street, Suite 600 Alexandria, VA 22314
SSCS1A How to appeal against a decision made by the Department for Work and Pensions www.justice.gov.uk 3 Contents 1. About this guide 4 2. What to consider 5 3. Making your appeal 6 4. Completing form
Office use only Client no: Date of ITA Registration no.: Queue ref (tier two): INZ 1192 Refugee Family Support Category Tier Two Sponsor Registration Form for residence in New Zealand Who should use this
When Someone Dies A NON-LAWYER S G UIDE TO P ROBATE IN WASHINGTON, DC P PROBATE Council for Court Excellence Council for Court Excellence Improving Justice for the Community Table of Contents What is Probate
Factsheet 22 January 2014 Arranging for someone to make decisions about your finance or welfare About this factsheet This factsheet looks at arrangements for other people to make decisions about your welfare
Your Guide to Unemployment Benefits Form B-19 Rev.1152015 Overview This handbook is designed to provide a basic understanding of the unemployment benefit process. Unemployment benefits may be available
MOVERS Renting and you A guide for landlords and tenants ƨinside ƨ All about money Rights and responsibilities Sorting things out Boarding houses Carpenter/ plumber MB 12508 www.tenancy.govt.nz 0800 TENANCY
New Jersey Sales and Use Tax EZ Telefile System Instructions (Forms ST-50 Quarterly Return and ST-51 Monthly Remittance Statement) Do NOT Use for 3rd Quarter 2006 Filing Forms ST-50/51 by Phone Complete
A guide to receiving direct payments from your local council A route to independent living September 2009 This guide contains information on direct payments updated in 2009, under the provisions contained
Electronic user s guide released subject to "Nokia User s Guides Terms and Conditions, 7th June, 1998" User s Guide NOKIA and the Arrows logo are registered trademark of Nokia Corporation, Finland. 1996
INTRODUCTION 3 IMMEDIATE STEPS 5 Place an Initial Fraud Alert 6 Order Your Credit Reports 8 Create an Identity Theft Report 9 NEXT STEPS 13 Review Your Credit Reports 13 Dispute Errors with Credit Reporting
Your consent to our cookies if you continue to use this website.