card present & card absent best practices facilitator: kristy a stanley fraud and compliance...
TRANSCRIPT
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Card Present & Card Absent Best Practices
Facilitator: Kristy A Stanley
Fraud and Compliance Officer
June 16 2011
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Legal Disclosure These materials are provided for informational purposes only and should not be
relied upon for marketing, legal, regulatory or other advice. You should independently evaluate all content and recommendations in light of your specific business needs, operations and policies as well as any applicable laws and regulations. Caribbean Credit Card Corporation Ltd. is not responsible for your use of these materials, including errors of any kind, or any assumptions or conclusions you might draw from their use.
Use of the following information is the sole and exclusive responsibility of the user.
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Card Present and Card not Present Best Practices The issue of credit/debit card fraud
presents the single most important challenge to our business
Risk FactorsOpening up of the region to international travelGrowth of the credit/debit card business will
attract persons who know our vulnerabilitiesIncreasing travel by cardholders
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Common StandardsPlace Decals on the door, window & cash
registers of your business
Accept all Qualified cardsThese cards may look different but they all
Have the same basic card elements and security features, and
Guarantee payment to you when acceptance procedures are correctly followed.
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Common Standards
- No surcharging - Process reversals not refunds - Deposit transactions for your business only- Deposit transaction receipts within 5
calendar days of the transaction.
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Common StandardsDo not set minimum and maximumsInclude taxes in the sales draft
If you are required to collect local taxes, these should be included in the total transaction, as it appears on the sales draft
Do not offer cash refunds for transactionsReturned goods or cancelled servicesOffering refund vouchers for refund and
adjustments protects you from loss through fraudA Fraudster, using a stolen or counterfeit card,
could purchase goods and return them for cash
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Authorization Request authorization for ALL
purchases and cash advance transactions ( bank only).
When the card won’t swipeUsually means one of three things: • The terminal’s magnetic-stripe reader is not
working properly, • The card is not being swiped through the reader
correctly, or • The magnetic stripe on the card has been
damaged or demagnetized.
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Authorization Merchants should take the following
steps: • Check the terminal to make sure it is working and that
you are swiping the card correctly. • If the terminal is okay, check the card’s security features
to make sure it is not counterfeit• If the problem appears to be the magnetic stripe, follow
merchant procedures, which may include: Key-enter transaction data for authorization or Call voice-authorization center
• For key-entered or voice-authorization transactions, make an imprint of the front of the card. The imprint can be on the terminal sales receipt or a separate manual sales receipt. Either way, it should be signed by the customer.
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Transaction AdjustmentsSplit Sales (Cash, Check, two cards)
If more than one card, each with a different account number, is being used, you must use a different sales draft for each card.
If payment was made with card and cash or check, keep separate receipts indicating such together
Exchange of goods of greater valuePrepare a sales draft & seek authorization for the
difference in costExchange of goods of lesser value
Prepare a refund voucher for the difference in cost
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DO NOT ACCEPT THE CARD If the card is invalidIf you suspect that the card may be altered or
counterfeitIf the number shown on your magnetic card
reader or printed by the electronic point-of-sale terminal does not match the number on the card
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Staff TrainingMerchant staff must be trained on the proper
card acceptance procedures including how to recognize Visa & MasterCard security features
Keep your staff up to date with training material provided by your bank. Training improves customer serviceTraining reduces losses and risks
Your employees should also know what to do if they have any reason to be suspicious
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Merchant ProceduresFollow card acceptance procedure for card
not present transactions.
For recurring transactions:Use the “Doing Business As Name” in all correspondence
with the cardholder.Inform / provide cardholder of third party payment process
agent nameBilling amount on the card statement should match the
amount agreed with the MerchantShipping charges addedEnsure goods or services are delivered in the timeframe
agreed
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Merchant ProceduresProvide a Customer Service contact phone
number or email
Clearly state merchant termination/cancellation policies in Cardholder agreementMarketing material, website
Clearly inform cardholder upfront of the billing arrangements and all charges
Act promptly to Cardholder instruction to cancel a recurring payment
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Merchant Category CodesHotel and LodgingAutomobile Dealers
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Hotels
ReservationsAsk for
Cardholder’s name, account number & expiration date Optional - Manual Authorization / Advance Deposit
No show Fraud Prevention
Inform Cardholder of rate, including taxes, Advance deposit exact name and address of hotel reservation confirmation code
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HotelsReservations
Explain to Cardholder The cancellation policy, Reservation is guaranteed until check-out time on
the day following the scheduled arrival date Hotel “No show” policy & rate
(one night’s lodging, including taxes)
Contact the bank to obtain issuer information (telephone number) in order to complete name and address verification prior to processing the authorization.
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HotelsCheck In
Confirm length of stay Verify name of Guest with Name on Card*Request manual authorization for total
accommodation during the first nightIf an advance deposit was processed, this
amount should be deducted from the total transaction amount
Check OutYou do not need to request a new authorization if
the final transaction is less than the sum of all authorized amounts, plus 15%
Cardholder signs total invoice
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HotelsHandling No-Show
Transaction receipt should include the words “No-Show” on the signature line of the transaction receipt
Handling Over-BookingIf guaranteed accommodation is not available
when the Cardholder arrives, you must provide the Cardholder with the following services at no charge Comparable accommodations for one night at a Hotel at
least of the same quality Transportation to the alternative Hotel Forwarding messages and telephone calls received to the
alternate Hotel If requested, a 3 minute telephone call
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Car Rental AgenciesVerify name of Customer with name on Card Request authorization before the Cardholder
departs with the vehicleValid for the entire rental periodDO NOT include potential damages or loss of
the rental vehicle. (Process transaction separately and obtain a signature.)
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Car Rental AgenciesWhen should you request a new
authorizationIf cardholder extends rental period and the
revise amount exceeds the original authorization by 15%
If legitimate additional charges exceeds the original authorization by 15% Fuel Used, Additional rental fees, Insurance,
Damages, Parking tickets/ other traffic fines
Ensure that Agreement covers all additional charges / insurance policy and is signed by the cardholder
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EXAMPLEThe actual transaction is $500.00. As shown below, this is morethan the previously authorized amount plus 15%.Previously authorized amount $350.0015% added 53.00Total $403.00In this situation, an additional authorization is necessary.$500.00 – $350.00 = $150.00ACTUAL PREVIOUSLY YOU MUST OBTAINTRANSACTION AUTHORIZED ADDITIONAL AUTHORIZATIONAMOUNT FOR THIS AMOUNT**The total sum of the additional authorization amount plus thepreviously authorized amount must equal the actual (or final)transaction amount.
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Conclusion Payment card fraud may never be eliminated however through:
Adherence to the industry best practicesContinuing merchant awareness
Payment card fraud losses may be minimized.
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Questions and Comments
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Thank You for your time and
attention