Payment Card Guide and Regulations

Transcription

1 Payment Card Guide and Regulations Your complete guide for all payment card transactions accepted by CITGO. April 2016 FORM

2 Content EMV Chip Card Processing...2 Best Practices/Training Tools to Assist You on Payment Card Transaction Processing...3 CITGO Rewards...4 CITGO Gift Card...5 CITGO Check Card...6 CITGO Fleet, Fleet Select and Fleet Universal...7 CITGO In-Store...8 MasterCard and VISA...9 American Express...10 Discover/PayPal...11 Diners Club...12 Voyager...13 WEX...14 Debit Networks...15 EBT -Electronic Benefits Acceptance...16 How to process non-pos manually imprinted invoices electronically...17 Fullfilling Requests for Invoice Copies (RFCO)...18 Payment Card Regulations...19 Summary and Reward Procedures

3 CITGO Quick Reference Guide Below are frequently used numbers when processing credit card transactions. Obtain Authorization Merchant # City ZIP Code Report Suspicious Activity Request for Copy (RFCO) Fax # American Express CITGO Fleet x CITGO Fleet Select x CITGO In-Store x CITGO Rewards Card Diners Club Discover/PayPal VISA/MasterCard Houston Issuing Bank Voyager WEX x HELPFUL PAYMENT CARD OPERATIONS NUMBERS CITGO Customer Service and Payment Card CITGO Fleet (Marketers/Retailers only) CITGO Help Desk option 2, option 2 Merchant Supplies Order Forms; POS Paper and Ribbons option 2, option 4 Out-of-Balance Batches (CBR) Payment Card Operations If you are suspicious of the person using a VISA, Mastercard, AMEX or Discover card, call the appropriate card authorization number and request a Code 10. The operator will ask you questions that can be answered with a yes or no, then advise you if the sale is valid and give you an authorization code. Always check each credit card for the following: a. Name on card matches name on receipt b. Card is not expired c. Card has not been altered d. Signature on receipt matches the signature on the back of the card CITGO generally prohibits the sale of lottery tickets on both debit and credit cards. However, for states that have adopted legislation specifically allowing lottery sales on payment cards, CITGO will allow these sales on the CITGO network with the understanding that Marketer/Retailer must: (1) comply with all state requirements associated with selling lottery tickets on payment cards. (2) accept all liability for chargebacks associated with the purchase of lottery tickets on payment cards. (3) comply with card brands registration procedures where applicable. *** All transactions must have a valid authorization number. If the POS device messages states call auth, you must call the appropriate authorization center to obtain the authorization. Be sure to write the authorization number on the invoice and key in the number provided. ***** 1

4 EMV (Europay MasterCard and VISA) Chip Card Processing The customer will follow the steps below: Step 1: Insert the chip end of the card into the terminal (instead of swiping). Step 2: Keep the card in the terminal to complete the purchase. Step 3: Take your card with them when they leave. Secure EMV cards and terminals work as a team to protect card payments. EMV cards store payment information in a secure chip versus a magnetic stripe. Payment transactions are secured with (1) card authorization to protect against counterfeit cards, (2) cardholder verification that authenticates the cardholder and protects against lost and stolen cards, and (3) transaction authorization via a unique code assigned to each transaction that s virtually impossible to replicate in a counterfeit card. What is EMV? EMV is a chip embedded into credit cards for digital payment acceptance that will reduce counterfeit card liability. In order to avoid chargebacks from counterfeit card fraud, your locations must be able to accept EMV cards by the industry deadlines established. The following dates indicate when financial institutions begin to pass along counterfeit card chargebacks. Inside Oct. 1, 2015 Island Card Reader (ICR) Oct. 1, 2017 Chip 2

5 Best Practices/Training Tools to Assist You on Payment Card Transaction Processing Read and understand all conditions outlined on page 19 Payment Card Regulations Cards Accepted: CITGO Rewards CITGO Gift Card CITGO Fleet CITGO Check Card American Express Discover/PayPal Diner s Club MasterCard/MasterCard Fleet VISA/VISA Fleet Wright Express (WEX) Voyager Fuelman (only if Marketer has signed up for the program) Products/Services Prohibited from Purchase: Lottery Tickets - CITGO generally prohibits the sale of lottery tickets on both debit and credit cards. However, for states that have adopted legislation specifically allowing lottery sales on payment cards, CITGO will allow these sales on the CITGO network with the understanding that Marketer/Retailer must: (1) comply with all state requirements associated with selling lottery tickets on payment cards. (2) accept all liability for charge-backs associated with the purchase of lottery tickets on payment cards. (3) comply with card brands registration procedures where applicable Accumulating Sales Cash Advances Money Orders Firearms Truck Rentals Motel/Hotel Charges Extended Warranties Service Contracts Materials disparaging to the CITGO brand (such as drug paraphernalia, pornographic materials, etc.,) General Processing Guidelines for all Cards 1. Check the last 4 digits of the credit/debit card to the last four digits of the POS receipt. If the numbers do not match, decline the sale and ask for another form of payment. 2. ID a customer request that you contact their issuing bank by calling the telephone number on the back of the credit card, decline and card the card authorization number (see page 1) ONLY for approval;; otherwise the transaction will be subject to chargeback. 3. Sales of food, beverage, cigarettes, phone cards and sundries are limited to $75.00 per day per card and must be sold in clearly itemized transactions. If marketer/retailer elects to sell these products in purchases exceeding the $75 limit, CITGO may charge back the entire purchase in the event of fraud or dispute. 4. Chip cards in the event the chip card does not read, ask for another form of payment. 5. All transactions must be clearly itemized; otherwise, they are subject to chargeback. 6. If you are suspicious of the customer using the card, call the authorization number (see page 1) and request a Code 10 for suspicious card. Obtaining Credit Authorization via the Point-of-Sale (POS) Terminal or Calling the Authorization Center Indicates only the availability of funds at the time of authorization. It is not an unconditional promise or guarantee that any card transactions will not be subject to chargeback. If you are suspicious of the person making the transaction, call the authorization number and request a Code 10 (suspicious card), and the operator will ask questions to verify if the person using the card is in fact the true cardholder and provide an authorization code. Common Chargeback Reasons (Some, Not All) a. No authorization. If POS device prompts you to call for authorization and you fail to do so, the transaction is subject to chargeback. b. Request for ticket copy not provided or not provided within the ten (10) day timeframe. c. Manually keyed transactions you must take the POS receipt and manually imprint the front of the receipt with the credit card to show the card was present at the time of sale (refer to page 5). d. Unembossed cards CANNOT be manually entered into the POS device, as you have no way to imprint the receipt to show the card was present at the time of sale. You need to request another form of payment if the unembossed magnetic stripe cannot be read. e. Sales of unauthorized products or sales in excess of established limits. f. Disputed repair invoices. g. Late presentment of transactions make sure the date on your POS device is correctly set daily. h. Incomplete, unsigned or illegible invoices. i. Accumulating sales. j. No product description and/or ticket not itemized. Ensure your keys on the POS device have codes/ descriptions of merchandise sold (i.e.: beer, cigarettes, etc., not just merchandise ). k. Split Sales- CITGO prohibits split sales processing multiple transactions separately instead of as one transaction. If you elect to process split sales, those transactions are subject to chargeback in the event of fraud or a dispute. l. C-Store Merchandise Limit Sales of food, beverage, phone cards and other sundries are limited to $75 per day, per card and must be clearly itemized. Sales of cigarettes may exceed $75 but are limited to one carton per day, per card and must be clearly itemized. If you elect to sell merchandise in transactions exceeding the limit, CITGO may charge back the entire purchase in the event of fraud or a dispute. Velocity at the Dispensers a. CITGO enacted a daily velocity of two transactions in a 24-hour period at the pump for VISA, MasterCard, America Express and Discover, (excluding fleet and debit transactions) to protect customers from fraudulent use of their account, and to deter criminals. If a customer attempts a third purchase, within the 24-hour window, they will receive the message see attendant, and the clerk will receive the message frequent user. b. VISA and MasterCard have separate bin ranges for their fleet customers (first six digits of the account number); therefore, the daily velocity is set at 9 transactions in a 24 hour period. However, American Express and Discover comingle their fleet accounts with consumers accounts; therefore, the daily velocity remains at 2 transactions in a 24-hour period. c. If a customer enters a wrong ZIP code on a transaction, it is counted in the daily velocity count. Skimming Information Credit card skimming continues to be a major problem at fuel dispensers across the United States, but here are some best practices to put into play at your retail locations to help combat this type of fraud. 1. Be familiar with the inside of your dispensers. Take photos for future reference and check other dispensers for comparison if you find anything that looks abnormal. 2. Do daily inspections of all dispensers for any signs of tampering or any foreign devices. (The industry recommendation is to inspect all dispensers at the beginning of each shift.) Check behind cables to ensure skimmers are not hidden. Also, inspect dispensers if any card reader problems occur; non-operating or faulty operating card readers can be a sign that dispensers have been tampered with. 3. Upgrade locks or replace them. Be sure to check with your local fire department when you upgrade or replace to ensure they do not have any restrictions. 4. Utilize security tape over the crind doors on all dispensers to identify tampering. This tape, referred to as the We Care Decal, will indicate VOID OPEN in the event that someone tampers with a dispenser. Serial numbers must be tracked. 5. Use video surveillance cameras at the pump, if possible, to help deter criminals and to identify criminal activity. Be aware of suspicious vehicles parked for long periods of time at the fuel island. The appearance of skimmers is always changing, so be suspicious of anything that looks unusual such as: a skimming device installed directly behind the card reader and wrapped in electrical tape. a skimmer wrapped in electrical tape that was attached to a longer cable dropped down below the crind door. This type of device is undetected when only the crind door is opened during inspections. an altered card reader that includes an additional board that is capturing data from each card that is swiped. If you detect skimming devices at your locations, do not touch them. Immediately shut down the dispenser and call your local law enforcement. You should also contact Kay Carlisle, CITGO Payment Card Operations manager, at , ext. 4340, or lcarlis@citgo.com. 3

6 CITGO Rewards Card (CITGO-Branded Locations Only) VALID THRU 1/17 MEMBER SINCE 2010 CARDHOLDER NAME CARD NO The CITGO Rewards Card will be unembossed ; the account number will be flat not raised. The unembossed cards are designed to be processed electronically; however, if the magnetic stripe will not read, you may manually enter the account number into your POS device. You must prepare form and legibly write the account number (APPLIES ONLY TO THE CITGO REWARDS CARD) in the top left hand corner and completely itemize the invoice, including the authorization number and staple form to POS receipt. In the event you get a request for copy, you must provide the POS and receipts. CITGO reserves the right to issue various CITGO card graphic designs not depicted in this guide. Transaction Processing All transactions must be conducted on CITGO point-of-sale equipment. If the POS terminal is not available or the network is unavailable: Call the authorization center to obtain an authorization, Write the credit card number and expiration date, and complete form (57-50) and itemize the sale, including the authorization number and customer signature, to show the credit card was present at the time of sale. When the POS is operational, manually enter the account number and sales information. Staple the invoice (57-50), to the POS receipt and maintain for your records. In the event you receive a request for copy of this transaction, both the POS and manual receipt must be furnished. To Obtain Authorization if POS system prompts you to call the authorization center; POS system is down or you are suspicious of cardholder (Code 10): Contact the authorization center, , and be prepared to provide the following information: Location number or area code and telephone number for your site Complete account number Expiration date or ZIP code as prompted Amount of sale Product being purchased Failure to obtain an approval code could result in chargebacks. Customer s signature on the invoice must correspond with the signature on the back of the credit card. To obtain an approval number for the non-pos transaction, call Be prepared to provide the following information: Location number or area code and telephone number Complete account number Expiration date or ZIP code as prompted Amount of sale Product being purchased You will be given an approval code or other instructions. Be sure to write the approval code on the invoice. Products and Service Restrictions Automotive Services: No deposits or down payments on automotive services are allowed on the card. Automotive services completed in full may go on the card. Cash advances are through Cirrus ATMs only. CITGO Rewards Card Customer Service: RFCO (Request For Copy of POS Invoice): Fax # (must be 8 ½ x 11 only and must be legible) PRODUCTS AND SERVICES EXPRESSLY PROHIBITED The sale of the following items is expressly prohibited under any circumstances. Accumulating Sales Truck Rental Firearms Motel/Hotel Charges Cash Advances Lottery Tickets Money Orders Cash Back Materials disparaging to the CITGO brand (such as drug paraphernalia, pornographic materials, etc.) CAUTION: Obtaining credit authorization does not permit charges in excess of the limits shown in this guide and does not exempt the Marketer/Retailer from any other credit conditions contained herein. PRODUCT RESTRICTION: Convenience Store/Fast Food/ Miscellaneous Merchandise C-Store Merchandise Limit Sales of food, beverage, phone cards and other sundries are limited to $75 per day, per card and must be clearly itemized. Sales of cigarettes may exceed $75 but are limited to one carton per day, per card and must be clearly itemized. If you elect to sell merchandise in transactions exceeding the limit, CITGO may charge back the entire purchase in the event of fraud or a dispute. 4

7 CITGO Gift Card (CITGO-Branded Locations Only) The CITGO Gift Card is a pre-paid, stored value card sold at CITGO-branded locations. It is valid for products and services at participating CITGObranded locations. The CITGO Gift Card is not redeemable for cash, except where permitted by law (refer to table on right). An activated card should be treated as cash and will not be replaced if lost or stolen. These terms and conditions are printed on the back of each card, and additional terms and conditions are available on the website. CITGO reserves the right to issue various Gift Card graphic designs not depicted in this guide. CITGO reserves the right to limit card order quantities. The CITGO Gift Card is rechargeable up to 999 times. Activation and Transaction Processing Gift Cards have no value until purchased and must be activated through the POS terminal by the store attendant at time of purchase. The consumer determines the value of the card for any whole dollar amount from $5 $300 ($5.00 minimum activation with reloads in whole dollars starting at $1.00). A POS terminal must make connection with the network, for both activations and sales, for the CITGO Gift Card to process. If the terminal cannot connect, another form of payment must be used. Refer to your POS System Manual user guide or the Integrated System Manual for instructions on Gift Card transactions. Manual transactions are not allowed, whether manually keyed POS transactions or manually imprinted non-pos transactions. Limit the single-day daily activations (e.g., load or reloads) to $2,000 or less for a single card. Limit sales to a single consumer in one day so the aggregate sale of all cards is less than $10,000. An initial activation fee of up to $0.50 may be charged when a customer purchases a new CITGO Gift Card. No other fees may be charged in association with the CITGO Gift Cards. State STATE CONSUMER PROTECTION STATUTES Mandatory Cash Back Chart (7-2012) Dollar Amount Maine Less than $5 New Jersey If original value was more than $5, less than $5 Rhode Island $1 Vermont Less than $1 Washington Less than $5 CITGO discourages the purchase of Gift Cards with a credit card, as you could be subject to double liability for the value if a stolen credit card is used to make the purchase. Transactions are subject to chargeback in the event of fraud or a dispute. PRODUCTS AND SERVICES EXPRESSLY PROHIBITED The sale of the following items is expressly prohibited under any circumstances. Accumulating Sales Truck Rental Firearms Motel/Hotel Charges Cash Advances Lottery Tickets Money Orders Cash Back Materials disparaging to the CITGO brand (such as drug paraphernalia, pornographic materials, etc.) Customer Inquiries and General Retail Location Inquiries: , option 2 5

8 CITGO Check Card (CITGO-Branded Locations Only) Overview The CITGO Check Card is a payment card that is linked to a consumer s checking account. When using the card, it is similar to an electronic check in that the transactions are ACH debited from the consumer s checking account within 1 to 3 business days. The CITGO Check Card can be used as a form of payment at the pump and for in-store purchases at participating CITGO-branded locations. This is not a credit card and the consumer s credit is not checked when they enroll. When consumers use the CITGO Check Card, they receive a discount off their total purchase amount. Activation Consumers will pick up a card at any participating CITGO location; the card is free to consumers. The CITGO Check Card is not active until a consumer enrolls and activates the card online. An alternative to online enrollment is a paper application form, which should be available at each store. A consumer can fill out the paper form and send in with a voided check. Upon enrollment, some consumers will be active immediately and others will have to complete a two-step validation process. For those consumers, ZipLine (the CITGO ACH processor) will send a test deposit and withdrawal to the consumer s checking account. The consumer will see the transactions within 1 to 3 business days. Once the consumer knows the amounts of the two test transactions, the consumer can enter them on the enrollment website or call Customer Service in order to activate their card. Transaction Processing When consumers use the card, they receive a 1% discount on their total purchase. The discount amount is indicated in the debit from their checking account, which is less than what is shown on the POS receipt. This is called a Back-End Reward. All transactions must be conducted on CITGO point-of-sale (POS) equipment. The CITGO Check Card has spending limits set by ZipLine, which include per transaction, daily and weekly spending limits. POS Processing In order to complete a transaction with the CITGO Check Card, a PIN pad must be used to enter the consumer s User ID/PIN (which was selected by the consumer during the enrollment process). A POS terminal must make connection with the network for a sale to be completed and processed. If the terminal cannot connect, another form of payment must be used. Since these are debit transactions secured via a UserID/PIN, PIN-debit at the gas pumps must be enabled for outside transactions to be processed. Important Information a. Activation is completed online at or by calling ZipLine Customer Service at b. Paper enrollment forms are mailed to ZipLine (by the consumer) for processing. b. The ZipLine Customer Service phone number is c. Additional cards can be added for use by other family members by picking up cards in a store and calling customer service. d. The RFCO fax number is e. If a card is left at store it should be destroyed. f. If a consumer loses their card, they can report it lost/stolen on the member website or by calling customer service. 6

9 CITGO Fleet, Fleet Select and Fleet Universal (CITGO-Branded Locations Only) CITGO Fleet, Fleet Select and Fleet Universal cards provide full transaction data, including date and time of purchase, fuel type, quantity and priceper-gallon for commercial consumer use. Fleet managers can set card controls, including daily and monthly limits for fuel, merchandise and services. Free website access is available to view account information and update card controls. Tax-exempt billing is available for qualified agencies. All valid cards have expiration dates. Transaction Processing (Fleet, Fleet Select and Fleet Universal) All transactions must be conducted on CITGO point-of-sale (POS) equipment. If the POS terminal is not available or the network is unavailable: Call the authorization center to obtain an authorization, Imprint the credit card and complete form and itemize the sale, including the authorization number, driver ID and/or vehicle number, odometer and customer signature, to show the credit card was present at the time of sale. When the POS is operational, manually enter the account number and sales information. Staple the manually imprinted invoice (57-50), to the POS receipt and maintain for your records. In the event you receive a RFCO of this transaction, both the POS and manual receipt must be furnished. POS Processing: There may be limitations on the amount of the transaction, grade of fuel, merchandise authorized or other miscellaneous items elected by the Fleet Account at the time of account approval that may restrict transaction authorization. All the credit cards have various combinations of the following customer prompting: Driver ID four digits Odometer up to seven digits (full miles only; do not enter tenths of miles) Customer Reference four or six digits, depending on your POS software version A PIN pad must be used to enter this information if prompted by the POS terminal. Refer to your POS manual for additional information. To obtain authorization if prompted by the POS system; POS system is down or you are suspicious of cardholder (Code 10): Contact the authorization center, and be prepared to provide the following information: Location number or area code and telephone number for your site Complete account number Expiration date as prompted Amount of sale Driver ID and/or vehicle number if prompted Product being purchased Failure to obtain an approval code or providing an invalid expiration date or missing billing date could result in a chargeback. PRODUCTS AND SERVICES EXPRESSLY PROHIBITED The sale of the following items is expressly prohibited under any circumstances. Accumulating Sales Truck Rental Firearms Motel/Hotel Charges Cash Advances Lottery Tickets Money Orders Cash Back Personal, Family or Household Products Materials disparaging to the CITGO brand (such as drug paraphernalia, pornographic materials, etc.) VIP hotline: RFCO (Request For Copy of POS Invoice): Fax # (must be 8 1/2" x 11" only and must be legible) CAUTION: Obtaining credit authorization does not permit charges in excess of the limits shown in this guide and does not exempt the Marketer/Retailer from any other credit conditions contained herein. 7

10 CITGO In-Store (CITGO-Branded Locations Only) The CITGO In-Store card is for use when the customer has designated that all purchases be restricted to the CITGO location at which the card is retained. All features of Business and Business Select programs apply to the In-Store card as well. The In-Store card is mailed by CITGO directly to the authorized CITGO location embossed on the face of the card. Point of Sale (POS) transactions will be declined if an attempt is made to use the card at any other CITGO location. If your 8-digit CITGO location number changes, please contact CITGO Business Customer Service. Your current In-Store cards can be temporarily coded to allow acceptance under the new location number until replacement In-Store cards can be issued with the new location number. Transaction Processing Processing transactions on these cards must be conducted on CITGO point-of-sale (POS) equipment. When the POS terminal is not available or the network is unavailable, non-pos transactions may be conducted on a non-pos invoice (form 57-50). See page 15 for non-pos processing instructions. When the POS terminal or network is operational, the site must manually key into the POS device all paper transactions that were made during the outage. All non-pos transactions, regardless of the amount, must be cleared through the authorization center and must clearly show the approval number on the manually imprinted ticket (form 57-50). POS Processing: There may be limitations on the amount of the transaction, grade of fuel, merchandise authorized or other miscellaneous items elected by the Fleet Account at the time of account approval that may restrict transaction authorization. All the credit cards have various combinations of the following customer prompting: Driver ID four digits Odometer up to seven digits (full miles only; do not enter tenths of miles) Customer Reference four or six digits, depending on your POS software version A PIN pad must be used to enter this information if prompted by the POS terminal. Refer to your POS manual for additional information. To obtain an approval number, call Be prepared to provide the following information: Location number (8 digits) Complete account number Expiration date Total amount of sale (whole dollars only i.e., $9.95 = $10) You will be given an approval code or other instructions. Be sure to write the approval code on the invoice. Failure to obtain an approval code, invalid expiration date or missing billing data could result in chargebacks. Customer signature on invoice is required. Fleet drivers should contact their fleet manager if there is a problem with card acceptance. This card cannot be used at automated pumps (ICR/CRINDS). PRODUCTS AND SERVICES EXPRESSLY PROHIBITED The sale of the following items is expressly prohibited under any circumstances. Accumulating Sales Truck Rental Firearms Motel/Hotel Charges Cash Advances Lottery Tickets Money Orders Cash Back Materials disparaging to the CITGO brand (such as drug paraphernalia, pornographic materials, etc.) VIP hotline: Fax: citgovip@fleetcor.com Hours 7am - 5pm CST. RFCO (Request For Copy of POS Invoice): Fax # (must be 8 1/2" x 11" only and must be legible) CAUTION: Obtaining credit authorization does not permit charges in excess of the limits shown in this guide and does not exempt the Marketer/Retailer from any other credit conditions contained herein. 8

11 MasterCard and VISA MasterCard and VISA issue embossed and unembossed cards, which are accepted at our locations. The unembossed (flat) credit cards are designed to be processed electronically only. These are valid credit cards and should be accepted as a standard form of electronic payment. If the card cannot be processed electronically (magnetic stripe will not read), you must ask for another form of payment as these cards cannot be imprinted. Transaction Processing All transactions must be conducted on CITGO point-of-sale (POS) equipment. If the POS terminal is not available or the network is unavailable: Call the authorization center to obtain an authorization, Imprint the embossed credit card, complete form (57-50) and itemize the sale, including the authorization number and customer signature, to show the credit card was present at the time of sale. When the POS is operational, manually enter the account number and sales information. Staple the manually imprinted invoice (57-50), to the POS receipt and maintain for your records. In the event you receive a request for copy of this transaction, both the POS and manual receipt must be furnished. To obtain authorization if POS system prompts you to call the authorization center; POS system is down or you are suspicious of cardholder (Code 10): Contact the authorization center, , and be prepared to provide the following information: Enter Authorization Merchant ID (always use this merchant number) Enter the CITGO Corporate ZIP code = and city = Houston Complete account number Expiration date or zip code as prompted Amount of sale Product being purchased The MasterCard logo and hologram may be located on the back of some cards. If VISA/MasterCard Fleet provide the driver ID and or vehicle number Failure to obtain an approval code could result in chargebacks. Customer s signature on the invoice must correspond with the signature on the back of the credit card. PRODUCTS AND SERVICES EXPRESSLY PROHIBITED The sale of the following items is expressly prohibited under any circumstances. Accumulating Sales Truck Rental Firearms Motel/Hotel Charges Cash Advances Lottery Tickets Money Orders Materials disparaging to the CITGO brand (such as drug paraphenalia, pornographic materials, etc.) RFCO (Request For Copy of POS Invoice): Fax # (must be 8 1/2" x 11" only and must be legible) CAUTION: Obtaining credit authorization does not permit charges in excess of the limits shown in this guide and does not exempt the Marketer/Retailer from any other credit conditions contained herein. PRODUCT RESTRICTION: Convenience Store/Fast Food/ Miscellaneous Merchandise C-Store Merchandise Limit Sales of food, beverage, phone cards and other sundries are limited to $75 per day, per card and must be clearly itemized. Sales of cigarettes may exceed $75 but are limited to one carton per day, per card and must be clearly itemized. If you elect to sell merchandise in transactions exceeding the limit, CITGO may charge back the entire purchase in the event of fraud or a dispute. 9

12 American Express American Express cardmembers may carry any of the following cards: Personal/Corporate (green), Blue, Gold, Platinum or Optima. Accept and process all cards the same way. Transaction Processing All transactions must be conducted on CITGO point-of-sale (POS) equipment. If the POS terminal is not available or the network is unavailable: Call the authorization center to obtain an authorization, Imprint the credit card, complete form (57-50) and itemize the sale, including the authorization number and customer signature, to show the credit card was present at the time of sale. When the POS is operational, manually enter the account number and sales information. Staple the manually imprinted invoice (57-50), to the POS receipt and maintain for your records. In the event you receive a request for copy of this transaction, both the POS and manual receipt must be furnished. To obtain authorization if POS system prompts you to call the authorization center; POS system is down or you are suspicious of cardholder (Code 10): Contact the authorization center, and be prepared to provide the following information: Authorization Merchant ID (always use this merchant number) Location number or area code and telephone number for your site Complete account number Expiration date or ZIP code as prompted Amount of sale Product being purchased Failure to obtain an approval code could result in chargebacks. Customer s signature on the invoice must correspond with the signature on the back of the credit card. PRODUCTS AND SERVICES EXPRESSLY PROHIBITED The sale of the following items is expressly prohibited under any circumstances. Accumulating Sales Truck Rental Firearms Motel/Hotel Charges Cash Advances Lottery Tickets Money Orders Materials disparaging to the CITGO brand (such as drug paraphenalia, pornographic materials, etc.) RFCO (Request For Copy of POS Invoice): Fax # (must be 8 1/2" x 11" only and must be legible) CAUTION: Obtaining credit authorization does not permit charges in excess of the limits shown in this guide and does not exempt the Marketer/Retailer from any other credit conditions contained herein. PRODUCT RESTRICTION: Convenience Store/Fast Food/ Miscellaneous Merchandise C-Store Merchandise Limit Sales of food, beverage, phone cards and other sundries are limited to $75 per day, per card and must be clearly itemized. Sales of cigarettes may exceed $75 but are limited to one carton per day, per card and must be clearly itemized. If you elect to sell merchandise in transactions exceeding the limit, CITGO may charge back the entire purchase in the event of fraud or a dispute. 10

13 Discover/PayPal Discover issues both embossed and unembossed credit cards, which are accepted at our locations. The Discover it TM unembossed (flat) credit card is designed to be processed electronically only. This is a valid credit card and should be accepted as a standard form of electronic payment. If the card cannot be processed electronically (magnetic stripe will not read), you must ask for another form of payment as this card cannot be imprinted. Transaction Processing All transactions must be conducted on CITGO point-of-sale (POS) equipment. If the POS terminal is not available or the network is unavailable: Call the authorization center to obtain an authorization, Imprint the embossed credit card, complete form (57-50) and itemize the sale, including the authorization number and customer signature, to show the credit card was present at the time of sale. When the POS is operational, manually enter the account number and sales information. Staple the manually imprinted invoice (57-50), to the POS receipt and maintain for your records. In the event you receive a request for copy of this transaction, both the POS and manual receipt must be furnished. To obtain authorization if POS system prompts you to call the authorization center; POS system is down or you are suspicious of cardholder (Code 10): Contact the authorization center, and be prepared to provide the following information: Authorization Merchant ID (always use this merchant number) Location number or area code and telephone number for your site Complete account number Expiration date or ZIP code as prompted Amount of sale Product being purchased Failure to obtain an approval code could result in chargebacks. Customer s signature on the invoice must correspond with the signature on the back of the credit card. PRODUCTS AND SERVICES EXPRESSLY PROHIBITED The sale of the following items is expressly prohibited under any circumstances. Accumulating Sales Truck Rental Firearms Motel/Hotel Charges Cash Advances Lottery Tickets Money Orders Materials disparaging to the CITGO brand (such as drug paraphenalia, pornographic materials, etc.) RFCO (Request For Copy of POS Invoice): Fax # (must be 8 1/2" x 11" only and must be legible) CAUTION: Obtaining credit authorization does not permit charges in excess of the limits shown in this guide and does not exempt the Marketer/Retailer from any other credit conditions contained herein. PRODUCT RESTRICTION: Convenience Store/Fast Food/ Miscellaneous Merchandise C-Store Merchandise Limit Sales of food, beverage, phone cards and other sundries are limited to $75 per day, per card and must be clearly itemized. Sales of cigarettes may exceed $75 but are limited to one carton per day, per card and must be clearly itemized. If you elect to sell merchandise in transactions exceeding the limit, CITGO may charge back the entire purchase in the event of fraud or a dispute. 11

14 Diners Club Cards issued outside the United States and Canada Cards beginning with: 3 = Diners Club International cards are owned by Discover and are handled like Discover cards 5 = Diners Club North American cards are MasterCards Cards beginning with 30 are BP co-branded cards and are NOT ACCEPTABLE at CITGO locations. Transaction Processing - Refer to Discover procedures on page 11 PRODUCTS AND SERVICES EXPRESSLY PROHIBITED The sale of the following items is expressly prohibited under any circumstances. Accumulating Sales Truck Rental Firearms Motel/Hotel Charges Cash Advances Lottery Tickets Money Orders Materials disparaging to the CITGO brand (such as drug paraphenalia, pornographic materials, etc.) RFCO (Request For Copy of POS Invoice): Fax # (must be 8 1/2" x 11" only and must be legible) CAUTION: Obtaining credit authorization does not permit charges in excess of the limits shown in this guide and does not exempt the Marketer/Retailer from any other credit conditions contained herein. 12

15 Voyager VOYAGER-issued cards are most commonly the general or universal card, which is blue and gold. Co-branded and special identity VOYAGER cards have different graphics and colors. Note: All cards will have the VOYAGER identification symbol in the lower right-hand corner. Transaction Processing All transactions must be conducted on CITGO pointof-sale (POS) equipment. If the POS terminal is not available or the network is unavailable: Call the authorization center to obtain an authorization, Imprint the credit card, complete form (57-50) and itemize the sale, including the authorization number, driver ID and/or vehicle number, odometer and customer signature, to show the credit card was present at the time of sale. When the POS is operational, manually enter the account number and sales information. Staple the manually imprinted invoice (57-50), to the POS receipt and maintain for your records. In the event you receive a request for copy of this transaction, both the POS and manual receipt must be furnished. To obtain authorization if POS system prompts you to call the authorization center; POS system is down or you are suspicious of cardholder (Code 10): Contact the authorization center, and be prepared to provide the following information: Location number or area code and telephone number for your site Complete account number Expiration date or ZIP code as prompted Amount of sale Driver ID and/or vehicle number if prompted Product being purchased Failure to obtain an approval code or providing an invalid expiration date or missing billing date could result in a chargeback. Voyager Customer Service: RFCO (Request For Copy of POS Invoice): Fax# (must be 8 1/2" x 11" only and must be legible) PRODUCTS AND SERVICES EXPRESSLY PROHIBITED The sale of the following items is expressly prohibited under any circumstances. Accumulating Sales Truck Rental Firearms Motel/Hotel Charges Cash Advances Lottery Tickets Money Orders Gift Cards Materials disparaging to the CITGO brand (such as drug paraphenalia, pornographic materials, etc.) CAUTION: Obtaining credit authorization does not permit charges in excess of the limits shown in this guide and does not exempt the Marketer/Retailer from any other credit conditions contained herein. 13

16 WEX Accept only cards beginning with 04 The WEX commercial fleet card is issued by WEX to businesses using their fleet billing program. WEX cards may vary in look. Check the bottom right corner for the WEX symbol. This symbol will appear on all WEX cards. Transaction Processing All transactions must be conducted on CITGO point-of-sale (POS) equipment. If the POS terminal is not available or the network is unavailable: Call the authorization center to obtain an authorization, Imprint the credit card, complete form (57-50) and itemize the sale, including the authorization number, driver ID and/or vehicle number, odometer and customer signature, to show the credit card was present at the time of sale. When the POS is operational, manually enter the account number and sales information. Be sure to enter the prefix that is imprinted on the card , then the account number. Staple the manually imprinted invoice (57-50), to the POS receipt and maintain for your records. In the event you receive a request for copy of this transaction, both the POS and manual receipt must be furnished. To obtain authorization if POS system prompts you to call the authorization center; POS system is down or you are suspicious of cardholder (Code 10): Contact the authorization center, and be prepared to provide the following information: Location number or area code and telephone number for your site Complete account number Expiration date or ZIP code as prompted Amount of sale Driver ID and/or vehicle number if prompted Product being purchased Failure to obtain an approval code or providing an invalid expiration date or missing billing date could result in a chargeback. POS Processing Please be prepared to provide the following information when processing a transaction through the terminal: Fleet account number swipe the card or key in the number from the card Driver ID 4- or 6-digit number provided by the driver Odometer reading provided by the driver All information must be legible on the face of the invoice (electronic receipt and/or manually imprinted receipt). If not, it will be subject to chargeback. 1. Imprint a CITGO credit card invoice (form 57-50) with the WEX card: - Account number - Vehicle card number (five digits) 2. Itemize products sold on the invoice, showing the number of gallons, price per gallon and amount 3. Itemize any repairs, merchandise, etc., by separate category and amount. 4. Enter driver ID 5. Enter vehicle odometer reading 6. Enter WEX approval number Customer signature on invoice is required. PRODUCTS AND SERVICES EXPRESSLY PROHIBITED The sale of the following items is expressly prohibited under any circumstances. Accumulating Sales Truck Rental Firearms Motel/Hotel Charges Cash Advances Lottery Tickets Money Orders Gift Cards Materials disparaging to the CITGO brand (such as drug paraphenalia, pornographic materials, etc.) WEX Customer Service: RFCO (Request For Copy of POS Invoice) Mail to: Wright Express, 97 Darling Ave., South Portland, ME Fax # (must be 8 1/2 x 11 only and must be legible) CAUTION: Obtaining credit authorization does not permit charges in excess of the limits shown in this guide and does not exempt the Marketer/Retailer from any other credit conditions contained herein. 14

17 Debit Networks To the right are the debit networks that are currently acceptable through CITGO. Notices will be sent on any new networks that may be added. Transaction Processing All transactions must be conducted on CITGO point-of-sale (POS) equipment. If the POS terminal is not available or the network is unavailable, you cannot accept debit sales and must ask for another form of payment. Manual transactions are not allowed on debit sales. Cash Back Restrictions Retailers can allow a maximum amount of $40 cash back on a debit card purchase. * Failure to obtain authorization could result in chargeback. Customer signature on invoice must correspond with signature on card, except for pin debit. General Retail Location Inquiries: , option 2 CAUTION: Obtaining credit authorization does not permit charges in excess of the limits shown in this guide and does not exempt the Marketer/Retailer from any other credit conditions contained herein. 15

18 EBT - Electronic Benefits Acceptance Transaction Processing CITGO can process your EBT transactions! Accept EBT on your existing Point of Sale (POS) today: VeriFone Ruby/Topaz with Sapphire Vx520 Radiant Vx520 Monthly rental fee = $75/month for both the terminal and the PINPad. Locations without POS systems that support EBT have the option of ordering a Vx520 terminal to accept EBT transactions. Criteria: 1. State EBT/SNAP registered merchant name on the merchant receipt must be the same exact name as on the CITGO network. (Example: Tom s Express #3 vs. Tom s CITGO #3. Both must be Tom s CITGO #3) 2. If the names are not the same, please contact your specific state and complete a name change to match the CITGO merchant name. (Example: Tom s CITGO #3) 3. Contact the CITGO POS Help Desk at ext. 5283, or POSHELP@citgo.com and: a. Request EBT card type to be added to your POS or order Vx520. b. Provide your CITGO location #. c. Provide your SNAP/EBT FNS number. d. Provide your SNAP/EBT merchant information. e. Contact CITGO after two business days to set up EBT processing if not already completed. Questions? Contact the CITGO POS Help Desk at , ext. 5283, or POSHELP@citgo.com. 16

19 How to Process Non-POS Manually Imprinted Invoices Electronically All transactions must be conducted on CITGO point-of-sale (POS) equipment and the CITGO Payment Card network. If the POS terminal is not available or the network is unavailable: Call the appropriate authorization center to obtain an authorization. Imprint the credit card, complete form (57-50) and itemize the sale, including the authorization number and customer signature, to show the credit card was present at the time of sale. When the POS is operational, manually enter the account number and sales information. Staple the manually imprinted invoice (57-50), to the POS receipt and maintain for your records. In the event you receive a request for copy of this transaction, both the POS and manual receipt must be furnished. If your POS device is not operational, do not accept the following cards: CITGO Gift Cards Debit Cards EBT Cards Unembossed MasterCard, Visa or Discover Cards Credit Card Invoice (57-50) 1 Imprint customer s credit card, 2 Retail location number, 3 Retail location name and address 4 Date of sale and 9 Amount of charge. Always double check to make certain the written amount and imprinted amount are the same. Product category must be marked 13. All sales must be completely itemized and extended (5) 5 to show quantity and unit price. Place for attendant initials (6). 6 Customer must sign invoice at time of sale (77. Approval number obtained from the AUTHORIZATION CENTER shall be accurately and legibly inserted (8). 8 Show vehicle number or customer reference number 10. Show driver ID (1 and show odometer reading according to driver on all Fleet/Commercial cards where required Invoice retention is 18 months, and they must be stored in a secured location. After 18 months, the invoices must be shredded. 17

20 Fullfilling Requests for Invoice Copies (RFCO) How to Submit a Request for Copy Invoice copies are due 10 calendar days from the request date. Request for Copy Notification These requests can be obtained in one of three ways: 1. Electronic transmission to your CITGO gasoline supplier via DTN 2. A POS terminal message to your location (to set up, contact your Marketer) 3. MarketNet, a CITGO website If a POS invoice is not received within 10 calendar days of the initial request, it is subject to chargeback. Fulfilling Your Invoice Requests How to avoid non-receipt chargebacks 1. Make sure your location employees know where to store POS terminal messages that contain RFCO information. Request for POS invoice copies can come at any time during the day. Be sure all employees know what these items look like as well as how to handle them. 2. Invoice(s) copies must be completely legible. Illegible invoice(s) will result in a chargeback. (An illegible invoice can be one that is light in print and cannot be read clearly.) Change printer ribbons frequently! It is your responsibility to make sure the invoice is legible. 3. When responding to a RFCO, send only one invoice per page: Place invoice on a 8 ½ X 11 paper along with the original request for invoice copy information showing. This information relates to the exact case in which you are responding. Do not fax more than one invoice on a page. If you have multiple requests, fax each one separately. Indicate on the sheet to which invoice request you are responding. See example to the right. 4. Fax the requested invoice to the send to fax number on the request. KEEP YOUR FAX CONFIRMATION SHEET AFTER FAXING THE REQUESTED ITEMS. This document shows the date, fax number and confirmation that your request was sent to the issuer. The confirmation sheet is the only document that confirms the correct office received the requested invoice within the designated timeframe. Without this document you have no recourse to reverse a chargeback due to non-receipt. If your fax machine does not currently produce a confirmation sheet, consult your owner s manual or service vendor to enable this function. 18