Merchant Guarantee Guide. Version 4.0 December 2011 Business Gateway

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1 Version 4.0 December 2011 Business Gateway

2 Table Of Contents About this Guide... 3 Update History... 3 Copyright... 3 Introduction... 4 Guarantee... 5 The Merchant Guarantee... 5 Setup/Cancel the Merchant Guarantee... 5 Make a Claim... 6 Claim Criteria... 6 Appeal Against a Decision... 7 Terms and Conditions...7 Business Gateway Guarantee Page 2 of 10

3 About this Guide Welcome to the WorldPay Merchant Guarantee Guide. This guide describes the Merchant Guarantee that can protect merchants against the financial loss caused by fraudulent payments by third parties. We strive to produce the highest quality documentation and welcome your feedback. Please send your comments to the If you have a technical question, please address it to support@worldpay.com. Update History Version Change description Date Affected Pages 4.0 Gateway and guide name added to navigation path December 2011 All pages 3.0 WorldPay rebrand May 2011 All pages Copyright WorldPay Limited While every effort has been made to ensure the accuracy of the information contained in this publication, the information is supplied without representation or warranty of any kind, is subject to change without notice and does not represent a commitment on the part of WorldPay Limited. WorldPay Limited, therefore, assumes no responsibility and shall have no liability, consequential or otherwise, of any kind arising from this material or any part thereof, or any supplementary materials subsequently issued by WorldPay Limited. WorldPay Limited has made every effort to ensure the accuracy of this material. Business Gateway Guarantee Page 3 of 10

4 Introduction The Merchant Guarantee can protect merchants against the financial loss caused by fraudulent payments by third parties. It is an agreement between yourself and WorldPay. It is only available to UK registered merchants. Like any other contract, the Merchant Guarantee is subject to terms and conditions. This help file aims to give you gives you information in plain English, but you must always check the terms and conditions for the exact legal wording. If you make a valid claim we will reimburse you the value of payments that are subject to qualifying chargebacks. These chargebacks must result from fraudulent use of a payment card by a third party. An example of third party fraud is when someone, a genuine cardholder, has their payment card stolen. Thieves, who are the third party, buy some goods from your online trading site and use the stolen card to pay for them. WorldPay will reimburse any fraud related chargeback you incur, provided you make a valid claim within the terms and conditions. See the Make a Claim section for more information. You can apply for the guarantee when you first become an WorldPay merchant, or at any time during your contract with us. See the Setup/Cancel the Merchant Guarantee section for more details. Note: WorldPay's Merchant Guarantee is only available to UK registered merchants. These UK registered merchants must process payments via our internet merchant account ('Business Gateway Plus'). The Merchant Guarantee is not available if you use our services though a bank-acquired internet merchant account ('Business Gateway'), or Mail and Telephone Order payments service (WorldAccess). Business Gateway Guarantee Page 4 of 10

5 Guarantee The Merchant Guarantee Purpose To help protect merchants from financial loss as the result of fraud. Note: Help protect against fraud. For more information about our fraud prevention and the tools we provide to help you avoid fraud, see the Managing Fraud modules of the on-line help. Setup/Cancel the Merchant Guarantee You can apply for the Merchant Guarantee at any time. You can cancel it at any time. Apply for the Merchant Guarantee You pay an extra fee to get our Merchant Guarantee, as it is not included in our standard processing services. The extra fee consists of a regular service charge and an additional small percentage charge per transaction. However once the Merchant Guarantee agreement is activated, we stop charging you for the Fraud Screening Charges (FSC). To apply for the Merchant Guarantee: If You are an WorldPay Merchant The Guarantee is available as an upgrade, see the products and service section of the WorldPay Support Website If you are a potential customer Visit: select the UK region, and navigate to the area where you can view and apply for our services. WorldPay's Merchant Guarantee service will then appear as an add-on option to our payment processing services. Note: The Merchant Guarantee is only available to merchants based in the UK. Cancel the Merchant Guarantee To cancel the Merchant Guarantee, complete the cancellation form you can find at Business Gateway Guarantee Page 5 of 10

6 Note: If you cancel the Merchant Guarantee, from the start of the next month your Merchant Guarantee fees stop but your FSC (Fraud Screening Charges for the Antifraud/ Risk Management service) resume, as do any other charges that have been waived due to the Merchant Guarantee protection. Make a Claim How do I make a claim? Be sure to check the Claim Criteria before you make a claim. To make a claim on a payment, send an to WorldPay at guarantee@worldpay.com. In the , please include: your name the name of your business your merchant/administration code the unique payment number from the payment confirmation the amount the name provided by the shopper brief details of the payment any other information you consider relevant Claim Criteria The claim criteria are: The Merchant Guarantee does not apply to any payment over 250 in value or local currency equivalent (or such other amount as we notify to you) unless we have agreed in writing a specific limit either in general for your payments or for particularly large value payments. When we notify you of a possible chargeback you must, where possible follow the Dispute Management procedure. The Merchant Guarantee is payable after your account has been subject to a fraud-related chargeback. The payment must have been originally authorised by the card issuer (acknowledged as such by us to you) and be a payment that is not associated with a warning type of risk alert. A caution type of alert is permitted. You must take reasonable precautions to prevent fraud, this includes examining transactions that have a caution level of risk alert. Business Gateway Guarantee Page 6 of 10

7 You must try to get your money back in the usual way (e.g. you attempt to recover goods delivered where possible) and/or obtain reimbursement first from any other party, including any chargeback or general insurance cover you may have. If you want us to apply this guarantee to any payment over 100 in value or local currency equivalent you must obtain proof of delivery of goods to the shopper in fulfillment of the payment. Remember a chargeback must have taken place for the Merchant Guarantee to apply. For lower value payments we may call for proof of delivery where appropriate or for other reasonable evidence that you have fulfilled the contract of supply. You must use due care and disclose all relevant information to us. A chargeback will not qualify if we suspect you have colluded or acted unlawfully or improperly. The payment must relate to goods which, in our opinion, are substantially the same as those declared in your application or as subsequently notified to and agreed by us. You must perform your legal and contractual obligations to the shopper. See the Terms and Conditions section for a full list of the claim criteria and rules. Appeal Against a Decision How do I dispute the outcome of a claim? Send an to guarantee@worldpay.com. In the , please include your name and the incident I.D number for the claim. If the I.D number is not available, please include: your name the name of your business your merchant/administration code the unique payment number from the payment confirmation the amount the name of the shopper brief details of the payment the reason you are appealing against the decision. any other information you consider relevant, especially any new information that was not included in your original claim. Terms and Conditions This is a general guide to your Merchant Guarantee agreement. Business Gateway Guarantee Page 7 of 10

8 Remember the agreement only comes into effect when you have applied for the Merchant Guarantee, and WorldPay have accepted your application. You must pay all agreed fees by their due dates, and follow the rules of the agreement. Merchant Guarantee Under the Merchant Guarantee service we will pay you the value of payments which are subject to qualifying chargebacks that result from fraudulent use of the card details by any person, other than the authorised cardholder. Definition of Terms A 'qualifying chargeback' means a chargeback that fulfills the rules below and that is guaranteed by us, WorldPay in accordance with those rules. A 'risk alert' is an notification by us to you of potential fraud. There are two types of risk alert, a caution and a warning. Payments associated with a warning type of risk alert are not subject to guarantee protection. A caution level of risk alert is covered by the Merchant Guarantee, but we expect you to take reasonable steps to investigate the payment, once you have received the caution. The Merchant Guarantee does not cover any payment associated with warning level of risk alert. Rules for Qualifying Chargebacks The payment must have originally been authorised by the card issuer, (acknowledged as such by us to you) and be a payment that is not associated with a warning type of risk alert. You must try to get your money back in the usual way (e.g. recover goods delivered where possible) and/or obtain reimbursement first from any other party, including any chargeback or general insurance cover you may have. The Merchant Guarantee does not apply to any payment over 250 in value or local currency equivalent (or such other amount as we notify to you) unless we have agreed in writing a specific limit either in general for your payments or for particular large value payments. If you want us to apply this guarantee to any payment over 100 in value or local currency equivalent (or such other amount as we notify to you) you must obtain proof of delivery of goods to the shopper in fulfillment of the payment. For lower value payments we may call for proof of delivery where appropriate or for other reasonable evidence that you have fulfilled the contract of supply. If you get a warning from us of a possible chargeback please use the Dispute Management function of the system. You must use due care and disclose all relevant information to us in good faith. A chargeback does not qualify if we suspect you have colluded or acted unlawfully or improperly. Business Gateway Guarantee Page 8 of 10

9 The payment must relate to goods that, in our opinion, are substantially the same as those declared in your application or as subsequently notified to and acknowledged by us. You must fulfill your legal and contractual obligations to the shopper. Please contact us as quickly as possible by at Please explain all the relevant circumstances and quote the unique payment number contained in our to you confirming the payment (without which we cannot process the claim). We will need to have access to any correspondence, contract and relevant information that concerns the shopper. Other conditions If it appears to us that you have a higher than normal rate of disputed payments (that require either refunds or result in chargebacks), we may remove the Merchant Guarantee protection. For new customers, we will not settle guarantee claims for 3 months from the date you have first used our payment processing services. In no circumstances shall we be liable to you for more than the amount of the transaction. This guarantee is personal to you, and the benefit may not be assigned or dealt with in any other way. You authorise us as your agent to take over any rights you may have to seek payment for any transaction where we have accepted your claim and credited you. We will pay all relevant costs from that time and keep the proceeds but shall not be obliged to seek recovery of the debt. You will also automatically transfer to us all other rights you have against the Cardholder or Issuer. If, whilst a claim is being considered or following our acceptance of a claim you receive full or part payment (or returned goods) relating to the transaction, you must us to tell us at once. We will reduce the amount we must pay you by the amount of the money (or the original purchase price of the returned goods) you have received. We may increase the price of this service on giving you notice or we may impose additional conditions or vary the service at any time in respect of future transactions. The Merchant Guarantee does not extend to any amount of the Transaction represented by Value Added (VAT) or other taxes which are recoverable by you, nor the amount of our charges to you for the relevant Transaction. The Merchant Guarantee service will cease with immediate effect and we will not consider any claims if you default in paying us any amounts due to us under this or any other agreement or are in breach of this agreement or if you fail to cooperate with us in dealing with claims. Where required you must provide reasonable and timely co-operation (including access to your related records) with any enquiries into Business Gateway Guarantee Page 9 of 10

10 suspected fraud carried out by us, our authorised agents, the Police or other official investigators. The Merchant Guarantee applies to payments for tangible goods, it does not apply to payments for intangibles, for example downloads such as MP3 files. Charges The Merchant Guarantee charge is payable in the same manner as the equivalent monthly and payment charges comprising the Service Charge in your agreement and is subject to the relevant tax as applicable. During the period you have the Merchant Guarantee, you do not need to pay the Fraud Screening Charge (FSC), normally payable on each transaction. Business Gateway Guarantee Page 10 of 10