YOUR GUIDE TO SAFER, SMARTER CREDIT CARD PAYMENTS. What you need to know about chargebacks and fraud on mail, telephone, IVR and Internet orders

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1 YOUR GUIDE TO SAFER, SMARTER CREDIT CARD PAYMENTS What you need to know about chargebacks and fraud on mail, telephone, IVR and Internet orders

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3 Contents HELPING YOU PROTECT YOUR BUSINESS AND YOUR PROFITS 2 THE FACTS ON CHARGEBACKS AND AUTHORISATIONS 3 What is a chargeback? 3 Are you liable for chargebacks? 4 What you can do 4 What is an authorisation? 4 What an authorisation approval means 4 It s not a guarantee 5 What else should you do? 5 The chargeback process 6 What to do if you re notified of a chargeback 6 TIPS TO HELP YOU REDUCE CHARGEBACKS 7 SUSPICIOUS ORDERS WHAT TO LOOK FOR 13 Telephone orders 13 IVR orders 14 Internet orders 14 INTERNET ORDERS ADDITIONAL INFORMATION 16 Further tips on how to minimise risk 16 What to do if your web site is being targeted for fraud 17 How to ensure cardholder data security on your Internet site 17 6 WHAT TO DO IF YOU SUSPECT A FRAUDULENT ORDER 18 7 WHERE TO GET ADDITIONAL HELP 19 Reducing chargebacks from customer disputes 7 Be smart, not sorry, follow these simple guidelines 7 Special requirements mail order, Internet and paper merchants 8 Three common reasons for customer disputes and how to avoid them 10 Industry best practice carry out customer checks before delivery 10 1

4 Helping you protect your business and your profits Mail, telephone, IVR and Internet facilities have many benefits. They provide an invaluable service to your customers by making shopping and paying easier. There are many opportunities to grow your business using these channels. However, there are some risks you need to be aware of. There is a disproportionate amount of fraudulent activity and customer disputes through mail, telephone, IVR and Internet facilities. As the merchant, you are liable for this risk. Therefore, it is important that you understand the extent of these risks and ways you can minimise them. This guide is designed to help you do just that. Protect your business and profits by giving you the facts on fraud, customer disputes and chargebacks. You ll also find useful information to help you identify high risk orders, advice on what to watch out for and what to do if you suspect a problem. So please take a few minutes to read this guide and use it to train your staff. Knowledge and awareness leads to smarter, safer business practices. It all starts with understanding the risks and learning how to avoid them. 2

5 The facts on chargebacks and authorisations The more you know, the more you ll be able to protect your business against chargebacks and fraud, so read on and put your new-found knowledge to work in your business. What is a chargeback? A chargeback is a debit entry to your bank account processed by the Bank. Put simply, it is a reversal or charge back of a credit card transaction previously credited to your account. Chargebacks occur for two main reasons: 1. Fraudulent use of the card. 2. Customer disputes. The most common examples of fraudulent use of a credit card are: 1. Your customer uses a stolen card or account number to fraudulently purchase goods or services. 2. A person known by the cardholder uses a credit card to order goods or services but has not been authorised to do so by the cardholder. 3. Customer falsely claims that he or she did not receive the goods or services. 4. Fraudsters run consecutive numbers on an Internet site or IVR in an attempt to find a valid card number that they will then use to fraudulently purchase goods or services. The most common examples of customer disputes are: 1. Customer complains that goods or services are not as described on a web site or in a mail order catalogue. 2. Customer is billed twice for same order and/or billed for an incorrect amount. 3. Customer does not recognise the transaction on their statement because the business name on the statement is different to the business name used on the web site or mail/telephone order marketing materials. 4. Customer is billed before goods or services are shipped or delivered. 5. Confusion and disagreement occurs between the customer and merchant over a return or refund amount. 3

6 Are you liable for chargebacks? According to the terms and conditions of your merchant agreement, if a cardholder disputes a transaction and you do not have sufficient evidence to show that the cardholder authorised the transaction, the liability for the chargeback rests with you. In most instances, this means that the original transaction will be reversed and you will not receive payment for goods or services you may have already delivered. Additionally, you may also be required to pay fees for investigating and processing the chargeback. For this reason it is essential for you as a merchant to understand how to set up business procedures and use appropriate product features to minimise chargebacks and fraud. What you can do There are lots of things you can do to protect against chargebacks, but first you need to understand the importance of authorisations. What is an authorisation? Every time you process a transaction via one of our electronic commerce products you will receive an authorisation for the transaction. Paper voucher merchants can get an authorisation by calling The authorisation is a request to the Card Issuer to validate that: 1. the card number presented exists, and 2. that there are sufficient funds available in the account for the transaction. The authorisation will be either: 1. Approved. 2. Declined. What an authorisation approval means If the authorisation is approved, it verifies that: 1. the card number and expiry date are valid; and 2. there are sufficient funds available for the sale. 4

7 It s not a guarantee In mail order, telephone order, Internet and IVR transactions where: 1. there is no imprint of the card and signature to prove the cardholder conducted the transaction; or 2. no PIN or password has been provided by the cardholder, the Bank has no means to provide you with irrefutable proof of identification. For this reason, the authorisation does not (and cannot) guarantee that: 1. The person using the card is the true owner of the account. 2. The person using the card is authorised to do so (i.e. that the card is not stolen or being used fraudulently). While authorisation is important, it DOES NOT guarantee you will receive payment. Despite the fact that you have received an authorisation, it is still possible that you may subsequently receive a chargeback notification. In this instance, unless you can prove the validity of the transaction with: 1. a signed imprint of the card; 2. a confirmation of a correct Verified by Visa or MasterCard SecureCode Internet PIN; or 3. in the instance of a dispute, can address the dispute to the customer s satisfaction, the transaction will be credited back to the cardholder and your account debited for the amount originally charged. What else should you do? Authorisations should be combined with a variety of business processes and other checks to minimise chargeback exposure. This is particularly important for mail order, telephone order, IVR and Internet orders where: 1. The card and cardholder are not present at the time of the transaction thus leaving you unable to get an imprint of the card and a signature from the cardholder to confirm that they authorised the transaction. 2. Additionally, you have not seen the person, and therefore will not be able to identify who actually conducted the transaction. So remember, it s your responsibility to verify to your own satisfaction the identity of a customer prior to the supply of goods or services. Industry best practices to assist you to do this are discussed in detail later in this brochure. 5

8 The chargeback process When a cardholder disputes a sale transaction there is a four-step procedure that follows: 1. The cardholder disputes a transaction by advising their card issuer. A transaction can be disputed up to 6 months from the date of the transaction or goods/service delivery date, whichever is the latter. For this reason you should keep records of transactions accessible for at least 6 months after the date of delivery of the goods or services. 2. The card issuer seeks documentation/ supporting evidence from the merchant s bank to determine validity of the chargeback. 3. The Commonwealth Bank contacts you to ask for documentation or information to support or reject the chargeback. You will have 14 calendar days to respond to the Bank s request. Action required by you will be advised in the request. 4. The information is evaluated by both banks and a decision is made under rules set out by the card schemes as to the validity of the chargeback. If the cardholder dispute is not satisfactorily resolved or is ignored, the disputed amount will be charged back (debited) to your bank account. If the merchant provides proof of cardholder authorisation and the receipt of goods or services, the chargeback is sent back to the original bank and the cardholder must pay their credit card bill as they normally do. What to do if you re notified of a chargeback Once a transaction is disputed it s your responsibility to prove that a valid transaction occurred. That means you, as the merchant, must provide supporting documentation or other relevant information to respond to the query. Responsibility rests with you, the merchant, to provide satisfactory evidence regarding the transaction. It is critical that you respond immediately to information/voucher requests from the Bank, as the Bank must receive all relevant documentation within 14 calendar days. Merchants who receive a chargeback notification and require clarification or assistance should call the number listed in the request letter. 6

9 Tips to help you reduce chargebacks Understanding what causes chargebacks can help you reduce risk and minimise losses. As stated previously, chargebacks occur for two main reasons: 1. Customer disputes. 2. Fraudulent use of the card. There are business processes you can implement to help your business reduce the likelihood of receiving a chargeback for each of these instances. Reducing chargebacks from customer disputes Many customer disputes occur as a result of confusion or miscommunication such as: 1. The cardholder cannot identify the name and details they see on their statement with the outlet they purchased goods or services from. 2. There is a dispute over refunds/returns. 3. Goods or services are not as described. 4. The price charged is different to the price quoted. Be smart, not sorry, follow these simple guidelines To help you manage disputes you should always make a record of the following details for all mail, telephone, IVR and Internet order sales: 1. Full name of cardholder as it appears on the customer s card. 2. The card type (e.g. Bankcard, MasterCard, Visa) and card number. 3. The card expiry date. 4. Date of the transaction. 5. The authorisation number (especially for paper merchants). 6. The customer s address. 7. The delivery address. 8. A daytime phone number (not a mobile telephone number). 9. A second contact number. Keep good records so that you can find specific transactions quickly and easily. Additionally, you can reduce disputes by always including the following in your brochures, membership forms, web sites and other promotional material: 1. The merchant name as it will appear on the statement. Ensure your business name is the same as the trading name to avoid confusion. Where this is not possible, clearly indicate to the customer the business name that will appear on their credit card statement. 7

10 2. The business address. 3. Customer service contact numbers (telephone, and mail). Many disputes can be resolved by your customer service staff and consequently never become a chargeback. Prevention is better than cure. 4. A complete description of goods or services. Use photos where possible. This will help avoid disputes. 5. The total cost in Australian dollars. Clearly outline any additional cost including packaging and freight costs (if applicable). 6. Clear delivery times. Always let the customer know how long delivery will take. If you provide express freight as an option clearly outline any additional cost the customer will incur by using this option. 7. Clear return and cancellation policy. Inform the cardholders of what to do if they need to return goods. If you have a limited or a no refund/no cancellation policy this must be clearly communicated to cardholders before the purchase decision is made. 8. Privacy Statement/Policies. Inform the customer of the policies regarding the privacy of their information and any privacy procedures you have in place. 9. Provide clear instructions for recurring transactions. Where the transaction will be recurring on a monthly basis (e.g. subscription services) clearly state that the card will be debited monthly until the cardholder informs you in writing to stop the subscription. Inform the customer how to contact you to cancel a monthly subscription. Special requirements mail order, Internet and paper merchants Additionally, mail order, Internet and paper merchants have special requirements. These merchants should provide the following: For mail order: 1. An authority to debit credit cards. Provide the customer with a form that states Please debit my Bankcard, MasterCard, or Visa and allows the customer to enter the card details, including name on the card and expiry date. If the sale is for monthly subscription services, clearly outline that the card will be debited monthly until the customer cancels the service in writing. 8

11 2. The cardholder s signature on the authority to debit the credit card. Ensure the authority has a space for a signature and date. 3. Provide a sealable envelope for return of the authority. Ensure that the cardholder s order form is returned to you in a sealed envelope. Where possible, provide a sealable return address envelope or give the cardholder appropriate mailing instructions. For Internet-based processing: 1. Clearly identify the transaction currency. As your customer base can be worldwide, it is important that the cardholder is aware of the currency the transaction is in before the cardholder proceeds to purchase. 2. Provide a reference number and receipt/confirmation number for the customer to be able to make enquiries about the order. Provide a receipt/confirmation via mail and/or with all the details of the transaction. Ensure that the customer service contact details are in this receipt/ confirmation so that the customer can make contact with you if they have any issues with the order. Keep a copy for your records. For paper-based processing: Although most mail, telephone, IVR and Internet orders are processed electronically, in some instances paper transactions may be appropriate. For paper transactions, a standard sales voucher must be completed. Fill in the voucher with all the card details and product description. In the space provided for the signature write mail order/telephone order (see illustration below). Obtain an authorisation and enter the authorisation number on the voucher. Authorisations are a must For all paper transactions call Sample of correctly completed sales voucher. 9

12 Three common reasons for customer disputes and how to avoid them 1. Customer is billed twice for the same order and/or is billed an incorrect amount. Action: Always double check every transaction to ensure the correct amount has been charged. Do random checks of orders periodically as a quality control check. 2. Customer does not receive the goods or services. Action: Always use a reputable courier to deliver goods and obtain the name and signature of the person accepting delivery. Attempt to deliver the goods to the cardholder where possible. Request the cardholder to show their credit card upon delivery and check signature with signature on the back of the card. 3. A merchant alters the amount without the cardholder s authority. Action: Always contact a customer if you need to change the amount from what was originally agreed. Do not change amounts on completed transactions without the customer s approval. Industry best practice carry out customer checks before delivery For all mail, telephone and Internet transactions, experience has shown that carrying out the following checks can significantly reduce the likelihood of fraudulent activity and chargebacks: 1. Ask for comprehensive customer details and do validity checks. Always obtain the customer s full name, address and home phone number (not a mobile). Check these details against the latest White Pages before delivering the goods. If you cannot verify that the details are authentic, issue a refund on the card and do not deliver the goods. 2. Do an order confirmation. Telephone the customer some time later to confirm order details before delivering. Where the customer is not aware of the order, or cannot confirm the details, issue a refund on the card and do not deliver the goods. Most customers will allow you to conduct verification checks with minimal objection. If a customer objects or asks why the information is needed, simply say that you are trying to protect them from someone using their details fraudulently. 3. Always use your own courier and not one engaged by the customer. Do not deliver the goods if the customer insists on their own courier. Issue a refund on the card and do not proceed with the order. 10

13 4. Ask customer to show their credit card and driver s licence (where possible) as identification on delivery. Attempt to arrange the delivery at a time when the cardholder will be available. Instruct the courier to confirm the credit card details are correct and take down details of the driver s licence (if the person has one). Do not leave goods if the person cannot show the appropriate card or if the signatures do not match. Issue a refund and keep the goods. If the person who has ordered the goods notifies you that they will pick up the goods, advise them that they will be required to present their card and driver s licence (if the person has one) as identification. 5. Never deliver goods to post office boxes. Always deliver to a physical address. If a customer refuses to provide a physical address it is best not to proceed with the order. 6. Never leave goods at unattended premises. Under no circumstances should goods be left at premises that are unattended. Attempt to redeliver the goods at another time. If you cannot deliver the goods to a person, issue a refund on the card and keep the goods. 7. Always ask for the card expiry date. Always ask customers for the card expiry date. An order containing an invalid or missing expiry date can be an indicator that the person on the other end does not have the actual card in hand and is using it fraudulently. Be aware that verifying the expiry date on its own does NOT guarantee that the card is not stolen or being used by someone who is not authorised to use the card. It only verifies that the person making the transaction has the card in their possession. For recurring orders (e.g. monthly subscriptions), it is your responsibility to maintain up-to-date card details. You will need to maintain a regular customer contact program to verify that the card details and expiry dates are current. This will reduce declined transactions due to lapsed expiry dates and changed card numbers. 8. Ask for the CVV2/CVC2 code. The CVV2/CVC2 is an important security feature located on the back of Visa and MasterCard cards. It is the last three digits printed on the signature panel. In the mail, telephone, IVR and Internet sales environment, this is a valuable tool for verifying that the customer actually has a legitimate card in their hand at the time of the order. An order containing an invalid or missing CVV2/CVC2 code can be an indicator that the person on the other end does not have the actual card in hand and may be using the card details fraudulently. 11

14 Verifying the CVV2/CVC2 on its own is NOT a guarantee that the card is not stolen or being used by someone who is not authorised to use the card. It can only verify that the person making the transaction has the card in their possession. To prevent the CVV2/CVC2 from being compromised, NEVER keep or store a card s CVV2/CVC2 code once a transaction has been completed. Such action is prohibited and could result in fines. 9. Be particularly careful with overseas orders. Overseas orders can be a problem, particularly in regions like South East Asia where there is a high incidence of fraud. Adding to the problem is the cost and difficulty of pursuing legal recovery in overseas jurisdictions. Furthermore, in most instances it is impossible to recover losses. Too many businesses have suffered loss from a sales order that was out of the ordinary even for a local buyer, and should have been considered too good to be true. If you cannot verify information provided by your overseas customer it is safer to not proceed with delivery. 12

15 Suspicious orders what to look for Experience suggests that there are certain characteristics that can be tip-offs to possible fraud. One of these characteristics alone is seldom cause for alarm, but when two or more appear in a single purchase it may indicate a fraud scheme. You should put into place in-house policies and procedures for handling irregular or suspicious transactions (e.g. unusually large orders). Sales staff should be trained to recognise suspicious orders and given clear instructions on the steps to take to verify these transactions. Telephone orders Be on the lookout for any of the following signs of suspicious customer behaviour: 1. Hesitation. Beware of customers who hesitate or seem uncertain when giving you personal information, such as a postcode, the spelling of a street, or family name. This is often a sign that the person is using a false identity. 2. Rush orders. Urgent requests for quick or overnight delivery should be another red flag for possible fraud. While often perfectly valid, rush orders are one of the common characteristics of hit and run fraud schemes aimed at obtaining merchandise for quick resale. 3. Random orders. Watch out for customers who don t seem to care if a particular item is out of stock or who order haphazardly, e.g. You don t have it in red? Any colour will do. Orders of this kind may be intended for resale rather than personal use. 4. Suspicious shipping address. Requests to ship merchandise to post office boxes or an office address are often associated with fraud. Keep lists of postcodes where fraud rates are high and verify any order that has a ship-to address in these areas. If your business does not typically service foreign customers, use caution when shipping to international addresses, particularly if you are dealing with a new customer or a very large order. 5. Multiple cards. Pay attention to order situations in which the customer wants to pay with multiple cards. More than one or two cards could indicate a fraud scheme. 13

16 set minimum amounts. The size of this amount will vary depending on the type of business you are conducting. 6. Multiple purchases on one card in a short period of time. Be particularly cautious with multiple transactions charged to one card over a very short period. Usually purchases continue until a declined status is reached. This suggests that it is a stolen card being used to maximise usage prior to the account being closed. Keep in mind that none of these alone means you re being targeted for fraud, but several of them together might. So be alert and check everything. IVR orders IVR merchants can sometimes be victims of attacks by fraudsters. The IVR is usually used to check stolen card numbers to use fraudulently. This is done by conducting many transactions for small amounts ($1 or $2) on multiple cards. To avoid this type of activity, you should: 1. Monitor transactions. Look for suspicious activity. Where an account has more than five transactions on different cards in the $1 $2 range, particularly if they have all been declined, you should close the account. It could be being used to test stolen or fraudulent credit card details. 2. Provide minimum payment limit controls. Set up a menu structure so that the IVR will not accept payments under 3. Use call centre staff to verify suspicious activity. Where a person has made three attempts on an IVR and all attempts have been declined, forward the call to an operator. Instruct the operator to conduct a customer check. This often stops the fraudulent activity. If the account continues to have unusual behaviour close the account. It could be being used to test stolen or fraudulent credit card details. 4. Inform authorities of activity. Whenever you find this type of activity, inform your local police and ask them to investigate. Internet orders The Internet offers unique challenges. The anonymity of the channel makes it particularly susceptible to fraudulent activity. For this reason, Internet merchants need to be especially vigilant with orders. Be alert for transactions with several of these characteristics: 1. First-time shopper. Criminals usually hit a merchant once, and don t go back a second or third time. 2. Larger than normal orders. Because they may be using stolen cards or bogus account numbers that have a limited life span, criminals need to maximise the size of their purchase. 14

17 Be very cautious with large orders, particularly if they are from overseas. Be thorough with your verification checks. 3. Orders consisting of several of the same item. If these items are intended for resale, having more of them increases the criminal s profits. 4. Orders made up of big-ticket items. These items have maximum resale value and, therefore, maximum profit potential. Be particularly cautious with orders made up of multiple big-ticket items. 5. Orders shipped rush or overnight. Perpetrators want fraudulently obtained items in their hands as soon as possible for the quickest possible resale, and aren t concerned about extra delivery charges. 6. Orders from Internet addresses making use of free services. For these services, there s no billing relationship and often no audit trail or verification that a legitimate cardholder has opened the account. 7. Orders shipped to an international address. Be particularly careful with orders from South East Asia. A considerable amount of fraud is conducted from this area. Be especially careful if the order is large and bought on numerous cards. 8. Multiple cards. Pay attention to order situations where the customer attempts to pay with multiple cards. More than one or two cards could well indicate a fraud scheme. 9. Multiple purchases on one card in a short period of time. Be particularly cautious with multiple transactions charged to one card over a very short period. Usually purchases continue until a declined status is reached. This suggests that it is a stolen card being used to maximise usage prior to the account being closed. 10. Suspicious IP addresses. Monitor activity from IP addresses that have had a history of chargeback activity on your web site. Be very suspicious if one IP address is attempting to use multiple cards over many transactions, especially if three or more are declined. If possible, attempt to block the IP address from your site. 11. Suspicious delivery addresses. Monitor delivery addresses. Be particularly cautious with orders shipped to a single address charged to multiple cards over a relatively short period of time. Monitor declined transactions to see if one delivery address is being used consistently. Be cautious of such a delivery address. None of these alone means you re being targeted for fraud, but several of them together might. So be vigilant and always conduct thorough checks. 15

18 Internet orders additional information Further tips on how to minimise risk In addition to applying your knowledge of suspicious Internet orders, you can use the following tips to help you minimise the risk of a chargeback: 1. Use a security program such as Verified by Visa or MasterCard SecureCode. These programs require cardholders to enter a password to verify they are authorised to use the card (similar to a PIN on EFTPOS). If the password is incorrectly entered, the transaction is declined. This feature is currently available only on CommWeb. 2. Never process transactions for another business entity. This is a very high risk activity in relation to fraud and chargeback. Additionally, both Visa and MasterCard strictly prohibit third party processing. Breaching this regulation will result in termination of your facility. 3. Use a pre-authorisation to conduct customer checks before delivery. A pre-authorisation verifies the card number and expiry date are valid and that there are sufficient funds available for the sale. It then holds these funds for approximately 5 working days depending on the cardholder s bank. During this 5 day period the pre-authorisation allows you to undertake checks of the cardholder s identity and address (for more information see the section on Industry best practice carry out customer checks before delivery). Once you are satisfied with the results of the customer checks, a financial capture transaction can be employed to match the sale to the original authorisation and ensure you receive settlement for the transaction. If you suspect fraudulent activity you can let the pre-authorisation lapse and you do not need to conduct a refund. This feature is currently available only on CommWeb. 4. Maintain a good customer database. A customer database is a very useful tool. Maintain and update it regularly. Use it to identify good customers as well as help you steer clear of fraudulent customers and high-risk orders. Divide your database into: Low Risk long standing customers who have made previous transactions with no chargebacks. High Risk customers who previously caused a chargeback. Use it to identify suspicious delivery and IP addresses. 16

19 What to do if your web site is being targeted for fraud Sometimes web sites are attacked by fraudsters running a range of consecutive card numbers, from an automatic number generator, in an attempt to find valid card numbers to use fraudulently. Usually these are for small amounts. Unfortunately, if you are a victim of this type of fraudulent activity, the only action available to you if it is detected in time, is to shut down your web site and investigate the nature of the attack. Your investigation should look at the source of the attack and whether you are able to block the IP address of the attacker. Seek advice from a reputable IT expert to help you redesign your web site to reduce the possibility of future attacks. How to ensure cardholder data security on your Internet site Apart from providing adequate business practices, Internet providers must also protect their web sites from outside attacks that can compromise credit card details in any way. One way to address this is to use the Bank s e-commerce payment gateway, CommWeb. It contains a security feature, which means you do not need to store or even see credit card details on your web site. By never having this data on your web site, hackers cannot invade your web site and compromise the data. Should you choose not to implement this security feature of CommWeb, you will be required to maintain a minimum standard of security. 17

20 What to do if you suspect a fraudulent order Now that you know what to look out for, you are better prepared to identify suspicious orders. If you suspect a fraudulent order you should: 1. Under no circumstance deliver the goods or services. 2. Contact the customer and conduct additional customer checks (see section on Industry best practice carry out customer checks before delivery). 3. If you are still suspicious contact Merchant Enquiries on (Monday to Friday 9am to 5pm local time) with details of transactions such as time, date and amount of suspicious transaction and request that the transactions be investigated. 4. If you cannot confirm that the order is legitimate decline the order. Issue a refund if necessary. It is safer to refuse the order than it is to expose your business to the chargeback risk. 5. Report the card as suspect for fraud activity by calling the number below. A specialist telephone consultant will assist you. This will also help ensure other merchants are not defrauded. If all merchants report suspect fraudulent activity the number of attacks can be reduced. Number What to Card to call ask for MasterCard, Press 1 Visa, Bankcard or ask for Ext Contact your local police squad with the details of the activity and ask them to investigate. 18

21 Where to get additional help Merchant enquiries helpdesk At the Commonwealth Bank we take pride in being a high quality service provider. Part of that is making sure you know where to go for help when you need it. For more information, contact Merchant Enquiries on (Monday to Friday 9am to 5pm local time). Bank relationship managers Further information on the security features of the merchant channel you are currently using can be obtained by contacting your Account Manager or Electronic Product Consultant. Our staff have access to the latest card scheme procedures and industry trends and they can help you to minimise the risks to your business. Remember, we re at your service with the products and procedures to make a difference. 19

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