merchant operating guide using your merchant credit - westpac

Westpac New Zealand Merchant Operating Guide.

Westpac Merchant Operating Guide 2

Welcome.

Welcome. Thank you for choosing Westpac for your Merchant facility.

We understand the importance of making it even easier for your customers to do business with you. This guide will help you get familiar with what you need to know when accepting debit and credit card payments.

Please take the time to read it, and ask your teams to read it too. It will help save time and explain your responsibilities as a Westpac Merchant.

If you have any questions please don’t hesitate to contact us.

Key contacts

Westpac Merchant Services help desk.Phone 0800 888 066

Option 1 Credit card authorisationOption 2 Get Paid technical helpOption 3 Change of ownership or a new or additional Merchant facilityOption 4 General enquiry on your existing Merchant facilityOption 5 Terminal faults

Suspicious transactions. Phone 0800 273 727

Option 4 then please advise this is a ‘code 10’ call

[email protected]

All tools are strictly © 2015 XXVI Pty Ltd. And may not be used, copied or reproduced without express permission or formal licensing.


1. Your Key Responsibilities 4

2. Card Acceptance 5

3. Your Terminal 5

4. Electronic Transactions 6

a. Authorisation 6

b. Card present transaction 7

c. Card not present transaction 8

d. Receipt requirement 9

e. Electronic refunds 9

f. Tipping 9

g. Pre authorisation 10

h. Cash advances 10

i. Surcharging 10

4. Terminal Not Working 11

5. Fallback Mode 12

6. Terminal Messages 13

7. Settlement, Services Fees and Statements 14

8. Fraud Scenarios and Warning Signs 15

9. Protecting Account and Transaction Information 17

10. Chargebacks 19

11. Manual Transactions 20

12. Depositing Manual Transactions 25

13. Frequently Asked Questions 26

14. Glossary 27

Contents.


1. Your Key Responsibilities.

As a Westpac Merchant there are certain responsibilities you need to be aware of: - Accept all cards presented for payment,

as specified in the signature section of your Merchant Agreement

- Do not allow any unauthorised access to your terminal

- For card present electronic transactions, ensure the cardholder authorises all card transactions by using a PIN or signature, where required

- Adhere to authorisation limits, don’t split a single transaction between two or more sales

- Do not give cash out with credit card transactions (including refund transactions)

- You must not impose a minimum or maximum amount on credit card or debit card transactions

- Do not use your merchant facility to transfer funds between your own accounts

- Refunds should only be processed to the original card used for the transaction

- Check your statement regularly to ensure that you’re paying the correct Merchant Service Fees (MSF)

- Records of all transactions need to be retained in a secure place for 18 months after which they should be securely destroyed

- Be alert to, and report all credit card fraud

- Protect account and transactional information.

- Never store the CVV/CVC codes (3 digit security codes on the reverse of the card)

- If cards are left behind in your premises, retain the card in a safe place for two business days. Only hand the card over after establishing the claimant’s identity. If not claimed within two business days please contact the issuing bank or destroy and securely depose of the card

- Follow the correct authorisation procedures for manual transactions


2. Card Acceptance.

Westpac can provide you with the ability to accept all Visa, Mastercard and UnionPay credit and debit cards, and New Zealand issued debit cards.

Where enabled you must accept all valid cards bearing any of these logos, without restriction on the amount of the transaction.Note: UnionPay cards may be co-branded with another card scheme (e.g. Visa). Co-branded cards will be processed via the alternate scheme to UnionPay.

Terminal functionality can vary significantly by terminal and terminal supplier. It is important that you have discussed with your terminal supplier and Westpac whether the functionality will meet your needs and the needs of your customers. All Terminals and equipment must comply with certain technical standards and specifications to connect to the EFTPOS network. These include Triple Data Encryption Standards (3DES), a data security technology that uses advanced data encryption to protect card transaction information, as well as meeting “EMV” processing standards for Europay, MasterCard, Visa and UPI chip card transactions.

The goal of these standards is to significantly improve security, reduce fraud, and allow greater control of transaction approvals. EMV (commonly referred to as “Chip and PIN”) secures the payment

transaction with enhanced functionality in three areas: - Card authentication: whereby the

card is authenticated during the payment transaction, protecting against counterfeit cards.

- Cardholder verification: authenticating the cardholder and protecting against lost and stolen cards, improving the likelihood that the person attempting to make the transaction is the person to whom the card belongs.

- Transaction authorisation: which electronically applies issuer-defined rules to authorise transactions.

Software may need to be updated from time to time to meet these compliance and other requirements that can change over time. It is important therefore that you understand life expectancy of your terminal and software.

3. Your Terminal.


Authorisation is built in to all electronic transactions:

4. Electronic Transactions.

APPROVED

The transaction has been authorised. The transaction may be completed and goods and services may be provided to the customer.

What DOES authorisation mean? - The account number is valid - The card has not been reported

lost or stolen (although it may in fact be lost, stolen or compromised and the card owner is unaware)

- There are sufficient funds available to cover the transaction

DECLINED

The transaction has not been authorised. You may ask the customer for another form of payment, or suggest they speak to their card issuer.

What authorisation DOES NOT mean? - An authorisation does NOT confirm that

the person providing the card number is the legitimate cardholder. The risk remains that the person providing the credit card number has either stolen or improperly obtained the card

- There is also the risk that the purchaser has improperly obtained the card number, without being in possession of the card

- Authorisation does NOT mean you are not subject to chargebacks please refer to page 18

A


B Card present transactions.

These are processed via a terminal, with the cardholder present at your business premises while the transaction is processed:

Insert.

If the card presented is a chip card, process the transaction by inserting the card into the terminal and leave the card inserted until the terminal says: ‘Remove Card’.

Contactless.

Allows cardholders to pay by tapping their card on the contactless terminal. For transactions of $80.00 or less, a PIN or signature is not required and an “Accepted” message will appear on the terminal once the transaction has been authorised.

If the transaction is greater than $80.00 then a PIN or signature is required to authorise the transaction.

Swipe.

If the card presented does not have a chip, process the transaction by swiping the card’s magnetic stripe through the reader on the terminal.


Card not present transactions.C

Note: Card not present functionality needs to be set up with approval from Westpac, please call us to discuss.These are processed when both the cardholder and card are not present when the transaction is processed. Westpac offers the following electronic methods for card not present transactions:

Manually enter card not present transactions through your Terminal.You can take card not present transaction on your terminal. For specific instructions please refer to your terminal provider.

Hosted e-commerce page integrated with your website. (This can include integration with invoicing solutions)Your customers are seamlessly directed to the hosted page to pay for their purchase, then redirected back to your site once payment is complete. The payment page has all the essential security features built in, with no development needed on your end.

Virtual terminal payment processing.When your customers want to purchase something, and send their order to you over the phone or email, having a web-based virtual terminal lets you process and keep track of the transactions.

Batch processing for high value payments.This is a web-based system that provides functionality to process large numbers of credit card payments at one time.

To process card not present transactions you will need:

Card number

Name on the card Expiry dateCVV number

MONTH/YEAR

VALIDTHRU

5402


Refunds on cards must be processed to the same card used for the original sale. Never give a cash refund for card transactions.

D

E

Receipt requirements.

Electronic refunds.

Card present transaction receipts.

A receipt is available for card present transactions via the terminal. You must make the ‘customer copy’ available for the cardholder to provide them a detailed record of their purchase. You must retain the ‘merchant copy’ of all transaction receipts in a secure location for 18 months.

Card not present transaction receipts.

For card not present transactions, you must send the cardholder a copy of the receipt immediately following completion of the transaction. The receipt may be sent by e-mail, text message, facsimile, or by post.

If a link to a website is provided, you must provide clear instructions to the cardholder for accessing the receipt on the website.

The refund must be processed in the same manner as the original transaction was processed. If the original transaction was made via your terminal, the refund needs to be completed via your terminal. If the original transaction was made via internet based merchant facility, then the refund must be processed through an internet based merchant facility.

Processing a refund via a terminal.

Each method of refund can differ slightly by terminal, so please see the guide provided by your terminal supplier for specific instructions for processing a refund on your terminal.

You should never provide cash to a customer on a credit card transaction under any circumstances.

You can however provide cash to customers making debit card transactions. It is recommended that the customer signs the receipt as proof of receiving the cash.

F Cash advances.

Cash-out is not available for contactless or UnionPay transactions.


G What is pre-authorisation?

With pre-authorisation a specific amount of money from a customer’s card will be held until the goods or services are provided and the final bill is settled. The funds held will not be available to the cardholder, they will not however be settled to your account until the final bill is settled.

Processing pre-authorisation transactions.

1. You must notify your customer that you are going to process a pre-authorised transaction and ensure they are aware of the amount, prior to doing so

2. Completing/finalising a pre-authorisation - Mastercard pre-authorisation must

be completed within 30 days - For Visa, the time you have to

complete varies depending on the Industry type. For cruise lines, lodging, and vehicle rental merchants pre-authorisation must be completed within 14 days. For other rental merchants, trailer parks and campgrounds they must be completed within 7 days. Merchant with stays or rentals that exceed this period will be subject to chargeback unless they complete the first transaction and then initiate a second transaction on or before day 14 (or 7) unless the card is read electronically at the beginning of the stay/rental

- For amusement parks, pre-authorisations must be completed within a day

- If you do not want to charge the cardholder, you must complete the pre-authorisation for zero dollars

- If you do want to charge the cardholder, you must confirm the total amount you are finalising the transaction for, up to the value of the original pre-authorisation

3. Customer cancellations. You must finalise the transaction within 24 hours, and notify your cardholder once completed.

4. You could be charged back if (see chargebacks page 18), the finalised transaction is completed outside of the valid time frame relevant for the Card type, and industry (outside of 30 days for Mastercard, or 14 or 7 or 1 days for Visa, depending on the industry)

H Tipping facility on your terminal.

This facility will appeal to restaurant and hotel businesses. Please contact your terminal supplier for advice on the software packages best suited for your business, and speak to us to have tipping enabled.

Please follow the procedure as per clause 4.3 of the Merchant Agreement.

I Surcharging.


5. Terminal Not Working.

The most common reasons for your terminal not working are:

Power failure Technical failure with hardware or

software

Telecommunications failure

Problem with the network switch

Electronic Offline Vouchers.Electronic Offline Vouchers (EOV) enable your business to continue processing transactions even if your terminal loses its connectivity to the network.

Why consider EOV?With EOV, transactions can still be processed through your terminal in a safe and secure manner, even if your network connectivity is lost, meaning you can continue to run your business.

What do I need to do to enable EOV? If your terminal loses connectivity, you will be asked if you would like to switch to EOV (offline) mode where it can continue accepting card transactions. The card holder will be required to sign the receipt instead of entering a PIN and you will need to validate the signature against that displayed on the card.

If EOV is not set up as a default, this functionality needs to be enabled, contact the Merchant Services helpdesk on 0800 888 066.

Your terminal will upload the stored transactions to the Paymark network for processing, once connectivity has been restored.

Note. - Cash and refunds cannot be processed as EOV transactions - Contactless transactions cannot be processed as EOV transactions - EOV is not available for UnionPay transactions


6. Fallback Mode.

What else do I need to know about EOV? - Mobile terminals differ slightly from

standard terminals and with EOV mode will only be available should the Paymark network be unavailable. EOV will not be available should there be an issue with the mobile network

- EOV transactions must be uploaded and not left stored in the terminal. Should the terminal cease to operate or the software is replaced before the upload process is complete, you are at risk of losing all stored transactions

- The merchant copy of the electronic offline transaction receipt will be printed with the cardholder’s full credit card number. This must be stored securely for 18 months as it may be requested by the cardholder’s bank to verify the transaction

- The card issuer can apply an EOV limit on the terminal, the card issuer’s limit will prevail which may cause the card to decline in an EOV mode

- EOV on the Verifone network: - The maximum dollar amount allowed

per EOV transaction is $300 - The maximum number of EOV

transactions allowed is 200 - The maximum dollar amount per

terminal while in EOV mode is $5,000 for credit and/or debit card transactions

- EOV on the Paymark network: - Can process and store up to 99

transactions per terminal in EOV mode with a maximum of $300 per transaction

- The maximum value of transactions per EOV session depends on the Merchant’s transaction limit. For a standard limit of 99 transactions the maximum transaction amount per EOV session would be $29,700 ($300 maximum purchase x 99 transactions)

The terminal may not read the card’s chip for various reasons, including a damaged chip or damaged terminal. If this occurs you can swipe the card’s magnetic stripe (fallback mode) to process the transaction.Transacting in fallback mode carries higher risk of chargebacks for Merchants, as a lower form of security has been used for processing the payment.

If you believe your terminal is faulty please contact your terminal provider. The number of transactions processed in fallback mode are monitored.


7. Terminal Messages.

This table gives a summary of common responses from your terminal. We do recommend that you also contact your terminal provider for a full list of responses specific to your terminal.

Message Meaning Action

Over system limit Over the cardholders daily spending limit

Refer your cardholder to their bank

Cannot read card.Please try again

Possible damaged card or terminal card reader

Cannot read card or damaged card – Refer cardholder to their bankTerminal card reader fault – Refer to your terminal provider

Transmission error

Your terminal is unable to connect to the network

Contact your terminal provider for trouble shooting

Refer to issuer This transaction cannot be processed at this time


EFTPOS offline Your terminal is unable to connect to the network

Contact terminal provider to check the connection.Refer to EOV to how to use this function

Do not honour This transaction cannot be processed


Account error Your cardholder has selected an incorrect account

Ask your cardholder to reselect the correct account

Card expired Your cardholders card has expired Refer your cardholder to their bank

Code 10 Suspicious card Refer to page 2

Incorrect PIN Your cardholder has entered the incorrect PIN

Ask your cardholder to try again

Invalid card The card is not recognised as a valid card


Phone help desk Contact Paymark on 0800 729 627 or Verifone on 0800 338 767

Signature required

Your cardholder must sign the EFTPOS receipt

When your cardholder signs the EFTPOS receipt, please check the signature on the back of their card to see it matches


Terminal transactions. Your daily electronic funds are credited to your nominated settlement bank account. Merchants are given, or select a “Settlement Window” time. This time frame is specific to a terminal and when you can end your trading day (settle the day’s transactions).

When you settle your daily trading

When funds are credited into your nominated settlement bank account

Monday - Friday before 22:29

Funds processed overnight, available the next day

Monday - Thursday after 22:29

Funds processed the following night, available the next day

Friday after 22:29

Funds available Monday morning (excluding public holidays)

Weekends and public holidays

Funds available next business day

E-commerce transactions. Your daily e-commerce transactions are credited to your nominated settlement bank account. Transactions processed after 22:00, are settled to your account the next business day.

Merchant Service Fees.MSF is a combination of the interchange fee set by the card schemes, and costs incurred by Westpac to process the transactions.The fee is applied to all credit card transactions, contactless transactions, card not present, pre-paid and international debit card transactions. The rate Westpac charges varies based on a number of factors such as the industry type, your transaction volumes, and the card types you accept.The current rate is shown on each monthly statement. The MSF will be charged to your bank account each month.Westpac reserves the right to vary fees from time to time.

Merchant Statement.You will receive a Merchant Statement each month. On the Statement you will see details of the settlement transactions you’ve processed in the month and the amount of the Merchant Service Fee you have been charged. It is your responsibility to check your statement regularly and contact us if you see any irregularities.

8. Settlement, Service Fees & Statements.


Goods frequently targeted by fraudulent behaviour.

Due to their high value and ability to be re-sold, the following types of goods are frequently targeted by fraudsters: - Electrical goods - Household appliances - Jewellery - Computers - Furniture - Goods which are easily disposed of

for cash If you are selling any of these types of goods, we urge you to be extremely careful before handing over/shipping goods. In particular, take all possible steps to confirm that the purchaser is the genuine cardholder. This applies to all Merchants whether selling face-to-face or by mail order/telephone order.

Card not present fraud.

Indicators of fraud.

- The contact person’s name is different from the name on the credit card used for the purchase

- Orders placed where the purchaser admits that it is not their card being used

- Larger than normal purchase orders - Purchase orders consisting of several of

the same item or big ticket items - Orders placed where card numbers

used are very similar and/or use sequential card numbers

- Orders originating from internet addresses using free email services

- Orders that are requested to be shipped rush or overnight delivery

- Multiple orders shipped to a single address

- Orders that request that the cost of the transaction be split across one card or several cards

- Orders going to an international delivery address

- Orders shipped to a country you do not normally deal with

- Orders shipped to a country where the goods would be readily available in the local market

- Orders originating from suspect countries including: Russia, Indonesia, Malaysia, Nigeria, Turkey and Pakistan. These countries have the highest rate of fraudulent transaction orders

- Orders of an irregular type for your business (for example: orders for mobile phones and laptops through businesses that did not provide these goods)

- For accommodation or travel services providers, be wary of bookings that are made by credit card and then later cancelled by the cardholder. The cardholder requests the refund to be processed via Western Union or similar international money transfer system

9. Fraud Scenarios & Warning Signs.

Card not present transactions have a higher level of risk than card present transactions.


Card present fraud.

Indicators that a card is not genuine: - Card signature panel being altered - Customer signature not matching the

signature on card - Damaged and altered cards or if the

hologram, or other features appear suspicious

- Customers that appear to be in a hurry - Customers returning to make additional

purchases - Customers making purchases without

regard to size, quality or price - Customers not asking questions relating

to high value goods - Customers purchasing large quantities

of a particular item - Details on the transaction receipt must

match details on card (card number may be truncated on the receipt)

Employee fraud.

Fraudulent refund transactions.A common type of fraud involves employees issuing refunds to their own account. To avoid detection, they may create a large debit transaction on a fraudulent card and refund it to their own card. In this type of situation, it is likely to take weeks, even months, before the fraud is detected. We recommend Merchants closely monitor all refunds, and check that all refunds and corresponding debits relate to the same card number. Particular attention should be paid to large refunds.

Another way in which Merchants can protect themselves from this type of fraud is by regularly changing their terminal password, especially after an employee has left.

Other measures to prevent employee fraud include:

- Reconciling your work daily rather than monthly

- Secure your terminal outside normal business hours

- Have a separate authoriser of refunds in addition to the person who physically processes a refund

- Make sure all refunds have appropriate documentation of customer information (name and contact information) and reason for return or dispute

- Match refunds to returned or disputed goods or services, verify with the customers that they did actually return/dispute goods or services

- Have more than one person review monthly statements

- Send all refund transactions to a central office for review

- Fully investigate refunds without matching sales

- Conduct regular internal audits at random times and intervals

- Audit bookkeeping and accounting processes quarterly

- Track refunds, card number, terminal number, employee, frequency, and dollar amount


In accepting credit cards from your customers, or by using a third-party service provider to do so, you are responsible for ensuring that the customer’s payment details are secure at all times.All businesses and third-party processors that store, process or transmit credit card data must be compliant with the Payment Card Industry Data Security Standard (PCIDSS). Westpac is aligned with 3rd party processors who are PCI compliant and when establishing a merchant facility you will be required to use an approved service provider.PCIDSS details what needs to be protected and/or made secure and provides you with a framework of how to control the risks and keep credit card details in your possession safe and secure. The aim of the standard is to ensure a business, regardless of its size, follows good business practice for processing, storing and transmitting credit card details.For further details please refer to: https://www.pcisecuritystandards.org/pci_security/

The benefits of PCIDSS include: - Reducing the risk of credit card fraud - Avoiding fines, penalties and costs

related to credit card security breaches and non-compliance

- Reducing your business exposure to lost revenue as a result of fraud

Terminal tampering.

It is important to keep your terminal secure. If your terminal is tampered with, this could lead to events such as card or PIN details being copied or stolen. If this happens you will be liable for any losses you or we suffer due to fraudulent behavior.

We recommend you: - Do not allow any unauthorised access to

your terminal - Do not disclose your refund card PIN

number to anyone, or only tell an employee(s) you trust to process refunds. They must keep the password secret

Regularly check the following: - Cabling, to ensure it hasn’t been

tampered with - Stickers haven’t been removed,

replaced or damaged - For any skimming devices - Check the surrounding areas for any

unknown cameras - That there are no additional or

unknown items of electronic equipment connected to the terminal

10. Protecting Account and Transaction Information.

If you find that your terminal has been tampered with please contact your terminal provider immediately.


Additional security measures.

- Electronic Commerce Merchants should install an Online Payment Gateway solution for processing your transactions

- Install internet authentication products like Verified by Visa and Mastercard SecureCode™

- Do not accept credit card or personal details emailed in plain text. Use data encryption software or SSL security on your website

- Request the customer to provide the CVV2 (Visa) or CVC2 (Mastercard) three digit number located on the signature panel of their credit card. If the purchaser is not in possession of the card, it is unlikely they will know this number

- CVV2 and CVC2 card validation codes can be checked using a Westpac approved online payment solution

- Develop and maintain a customer database, which includes customers home address. Use this database to track buying patterns and identify changes in buying behaviour

- Never store payment information in a readable form on your own computer server. Payment data must be encrypted

- Consider establishing a purchasing limit for all new customers. The limit can be based on an average of the purchase price of the most popular product sold

- Request a copy of the cardholder’s latest credit card statement to verify the customer profile. The statement will specify the cardholder, postal address and credit limit

- Limit employee access to sensitive data and payment systems

- Transactions should never be processed on behalf of another Merchant or company

- Never complete refunds without prior debit for the particular transaction you are refunding


Chargebacks are reversals of transactions. When a dispute occurs and you do not have sufficient evidence to show that the cardholder authorised the transaction, you and your business are liable for the chargeback. The transaction is reversed, meaning you will not receive payment for the goods or services that may have already been delivered.Chargebacks can be returned to your account up to 180 days from the date a transaction is processed, but may take longer with arbitration.

Common chargebacks include:

- Use of expired or invalid cards - Declined Authorisation - Illegal/counterfeit/fraudulent

transactions - Defective or inadequately described

merchandise - Customer disputes - Cancelled order - Duplicate transactions - Missing signature - Final transaction was completed more

than 30 days after the pre-authorisation - You breach the terms of your Merchant

Agreement

You may be asked by Westpac to provide supporting information for a chargeback, this could include: - Evidence that the transaction was

completed by a valid cardholder - Order details, including cardholder’s

name, delivery address and item purchased

- Signed order form - Details of order placed, delivery

information (date and address), and signed delivery docket to confirm goods have been received

Failure to provide information in the required time frame (normally 10 business days) will result in the chargeback being processed.If, after Westpac has submitted your documentation to the cardholders’ bank, we are still unable to satisfy the cardholder bank that the transaction was valid, Westpac will confirm this in writing advising a date the transaction will be reversed to your nominated bank account.You can help minimise the likelihood of being charged back by having appropriate record keeping/data management processes to allow you to effectively respond to chargeback requests.

Additionally you should include all of the following information in your invoices, contract and promotional materials to help the customer identify charges: - Your business name as it will appear on

the cardholder’s statement - Your business address - Contact numbers - Description of goods and services

provided - Delivery time - Return and cancellation policy details - Memberships or subscriptions debit

timelines and dates

11. Chargebacks.


Cards bearing the Mastercard and Visa logos onlyIf your terminal is not operating and EOV is unavailable you may need to process transactions using a card imprinter (ZipZap).

Westpac only supports manual processing for Mastercard and Visa debit and credit cards.

Manual Authorisation.You will need to obtain a manual authorisation for a transaction in the following instances: - For non-electronic transactions when

the amount of the sale is greater than your authorised floor limit

- Processing non-electronic card not present transactions as your floor limit is $0 for all such transactions

To obtain manual authorisation, you will need to contact 0800 888 066 > Option 1.

Floor limits.Floor limits for manual transactions are assessed and allocated individually for each Merchant and set at levels which will take account of the majority of sales which your business is likely to have.Transactions which exceed your floor limit must not be split into smaller transactions to avoid the need for authorisation. Split sales may be charged back to your account.Floor limits must never be disclosed to cardholders.

12. Manual Transactions.


Card present > Manual sales procedure.

Key steps involved in sales using the ZipZap machine:

- Check the expiry date on the card to ensure that the card is valid

- Circle the date after checking validity - Place the card face up in the ZipZap - Place a Sales Voucher, face up, in the

ZipZap over the card - Make the imprint by firmly moving the

handle completely across the Sales Voucher and then return it to the original position

- Ensure that all details are clearly imprinted on all copies. If the ZipZap machine is faulty, hand print all card details on the Sales Voucher

- Fill in the date, a brief description of the goods or services, the amount of the sale, and initial the voucher. All transactions must be in New Zealand dollars

- Ask the customer to sign the Sales Voucher

- Compare the signature on the Sales Voucher with the signature on the card

- If the signatures do not agree, or if you are suspicious, phone for authorisation and follow the suspicious card procedures (refer page 2)

- If the card has not been signed, telephone for authorisation, and record the authorisation number. If the transaction is authorised, ask the cardholder for additional identification and require the card to be signed.

10

48

15

10

48

15

■

Qty. Description Dollars Cents

Dept.

ClerkInt.

I acknowledge purchase ofGoods and Services andliability for charges asrecorded hereon.

Cardholder’s Signature

Authorisation No. Day Month Year

Total $NZIncl GST

SalesVoucher

ValidityDates

Checked

BAN

K C

OPY

■


Dept.

ClerkInt.




Total $NZIncl GST

SalesVoucher

ValidityDates

Checked

BAN

K C

OPY

■


Dept.

ClerkInt.




Total $NZIncl GST

SalesVoucher

ValidityDates

Checked

BAN

K C

OPY

SALES VOUCHERS MUST BE LODGED WITHIN THREE BANK BUSINESS DAYS OF THE TRANSACTION.

Westpac New Zealand Limited





Check expiry date Enter date, month, year The amount of the sale

Signature must be checked to card


Card present > Manual refunds procedure.

If your terminal or internet based facility does not have a refund facility or the transaction was processed by banking a manual Sales Voucher or a Mail, Telephone or Internet Order Transaction Voucher (refer page 22), complete the refund by using a Credit Voucher. A Credit Voucher is completed in a similar way as a Sales Voucher using the card imprinter.

- Place the credit card embossed side up, in the card imprinter

- Place the Credit Voucher on top of the credit card

- Imprint the credit card details by firmly moving the handle completely across the Credit Voucher and then return it to the original position

- Ensure all details are legible on every page of the Credit Voucher. If the ZipZap is faulty, hand print all card details on the Credit Voucher

- Complete the date, amount, sales total and a brief description of the goods or services being returned

- All transactions must be in New Zealand dollars

- Ensure the cardholder signs the Credit Voucher

- Check the signature and compare it against the signature on the credit card

g

æ

Qty. Description

ReasonforReturn

Dept.

ClerkInt.


Charges for Goods andServices declined andcredit accepted asrecorded hereon

Merchant’s Signature

Date of Original Transaction Day Month Year

Total $NZIncl GST

CreditVoucher

CREDIT VOUCHER MUST BE LODGED WITHIN THREE BANK BUSINESS DAYS OF COMPLETION

BAN

K C

OPY


æ

Qty. Description

ReasonforReturn

Dept.

ClerkInt.





Total $NZIncl GST

CreditVoucher


BAN

K C

OPY


æ

Qty. Description

ReasonforReturn

Dept.

ClerkInt.





Total $NZIncl GST

CreditVoucher


BAN

K C

OPY

Westpac New Zealand LimitedReason for return Date Cardholder’s signature

Amount of creditYour signature


Manual mail and/or telephone order procedure.

How do you complete a manual Visa, Mastercard mail/telephone order transaction schedule?

- Check that the mail order coupon received from the cardholder has all the relevant information, particularly signature and expiry date

- Make sure on the bank copy the mail/telephone order transaction schedule is completed with these details: your trading name; signature; date; merchant number; number of items; and total amount

- Copy the cardholder’s details given on the order coupon into the appropriate spaces on the Visa/Mastercard mail order transaction schedule

- You do not have to complete a separate Sales Voucher for each transaction, up to 10 transactions can be completed on one schedule for mail and/or telephone order transactions

- All mail/telephone order transactions must be authorised regardless of your floor limit. Authorisation numbers need to be given for each individual sale

Authorisations can be obtained by phone 0800 888 066 > Option 1. The merchant copy of the mail/telephone order transaction schedule should be retained by the Merchant with the coupons.

Note.Mail and/or telephone orders are not guaranteed even with authorisation.

Remember - You need to have prior approval from Westpac to process credit card payments by mail or telephone.

MS S4 8 11 26 28 31

1 4 21 27

SALES

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0006

0006

0006

1

2

3

4

5

6

7

8

9

10

CardholderName

ExpiryDate

TranCode Cardholder Number Authorisation

Number $ c

Merchant No.Numberof Items

Total Amount

0 0 0 0 01 Tran Code

19 Microfilm reference number

DATE

/ /MerchantTrading Name

CONTACTNAME

CONTACTPHONE ( )

MERCHANTSIGNATURE

Signed mail order instructions are held in respect of the undermentioned transactions andwill be furnished on request or valid telephone order instructions have been obtained.

61946WT-2 01-14

TOTAL

StartHere

Maximum of five (5) mail/telephone order sheets per merchant summary & input envelope.REMEMBER: ‘‘AUTHORISATION’’ does not constitute a guarantee of payment. (Refer Merchant Operating Guide)

Please retain Merchant Copy for 18 months

Amount

MAIL ORDER / TELEPHONE ORDER TRANSACTION SCHEDULEUSE FOR MASTERCARD AND VISA CARDS

MERCHANT COPY

61946WT-2 01-14 MAIL PHONE ORDER TRANSACTION SCHEDULE - Bank and Merchant Sheets-PRINT.pdf 2 15/01/14 1:13 PM


Manual mail and/or telephone order refunds procedure.

If the original transaction was completed using a mail/telephone order transaction schedule, then refunds will need to be completed using a mail/telephone order refund transaction schedule (example below).The merchant copy of the mail/telephone order transaction schedule should be retained by the Merchant with the coupons.

1-0 117117 61954WT 11-06 M#9C42 31/8/06 12:56 PM Page 3

MERCHANT TO RETAIN IN FILES FOR 18 MONTHS

MERCHANT’S / RETAILER’S COPY

Microfilm reference number19

Merchant Trading Name

Merchant No.

DATE

/ / Numberof ItemsTran Code1

MS4

0 0 0 0

8 11 26

C28 31

Total Amount

27

Cardholder Number

4

StartHere➧

Amount$ c

TranCode

1

0051

0051

0051

0051

0051

0051

0051

0051

0051

0051

Cardholder Name

Item

1

2

3

4

5

6

7

8

9

10

TOTAL61954WT 11-06

ContactPhoneMerchant’s Signature

NOTE: A cheque for the total amount is to be lodged with this schedule if banking credit vouchers/schedules only


13. Depositing Manual Transactions.

How to deposit manual transactions to your account.Following any manual transaction you are required to deposit Sales and Credit Vouchers within three bank business days of the transaction.

- When preparing your deposit, separate the bank copies of Sales and Credit Vouchers (they are different colours). Then count the vouchers. Within each batch there should be no more than a total of 50 vouchers

- Separate the bank copy of the mail and telephone order transaction schedule

- Imprint your Merchant name and number on the Merchant Summary (see below) by using your merchant identification number on the ZipZap. Ensure that the details are clearly imprinted on all copies

- Complete the Merchant Summary using the details provided: - Date - Total number and dollar value of all

Sales Vouchers - Total number and dollar value of all

Credit Vouchers - Where there are only Credit Vouchers

or where Credit Vouchers exceed sales for that day, enter the net total amount and circle that figure

- Signature - Contact phone number with area

code

Important

Cross this box if credit value is greater than sales

Day Month Year

Voucher type No. of items Dollars Cents

Sales voucher

Mail/telephone order schedules

Less credit vouchers/schedules

Total $NZincl GST

Merchant’s signature Contact phone (incl. area code) All deposits are subject to verification and correction. This summary and the vouchers herewith are legible and undamaged.

MerchantSummary

WestpacNewZealandLimited

BAN

K CO

PY

MS

61903WT 04-07 Merchant Summary.indd 4 7/5/09 3:54:38 PM

Total number of Credit Vouchers

DateTotal number of Sales Vouchers

Total dollar value of Sales Vouchers

Your signature Contact phone number with area code


Place in the freepost envelope: - The bank copy of the Merchant

Summary - The bank copies of the Sales Vouchers,

Credit Vouchers and Mail/Telephone Order Schedules

- The ‘credit’ copy of the summary record, where there is a net value of sales over refunds

- The ‘debit’ copy of the summary record, where there is a net value of refunds over sales

Please do not put cheques or cash in the freepost envelope and do not use pins or staples. - Seal the freepost envelope. - The merchant copies of the merchant

summary, sales and credit vouchers are for your own records

- Record the debit/credit along with any cheques and cash on your deposit slip and deposit to your bank

- Please post the envelope. Any envelopes misplaced will be the responsibility of the merchant. If an envelope with contents matching the total on your deposit slip, is not received by Westpac within four business days, then the amount of the deposit will be reversed from your account. You can also use the drop-box facility at any Westpac branch

Keep these copies for a minimum of 18 months. Photocopies or merchant copies of sales/ credit vouchers and merchant summaries cannot be processed. If originals are lost please call Merchant Assist on 0800 888 066.

14. Frequently asked questions.

How do I find my Merchant ID?This can be found on your monthly merchant statement.

Are the funds credited to our account guaranteed?If the transaction has been properly authorised and the transaction successfully completed, we will credit cleared funds to your nominated account. However, this payment may still be reversed later if a chargeback event occurs, (for details refer to the section on chargebacks), or the transaction is later discovered to be an invalid transaction.

How do I update my details for my merchant facility?If you need to change any of the information that you initially provided to us, call our Merchant Service Team on 0800 888 066 or email [email protected]

Who pays the cost if one of our employees uses a card fraudulently?Your business is financially responsible for all card fraud, whether carried out by an employee, a cardholder, or both in collusion. To reduce the risk, ensure the rules outlined in this guide are explained to staff.


Can I give cash out with a credit card transaction?You must not provide cash to a customer on a credit card transaction under any circumstances. Cash can only be provided to customers making debit card transactions. It is recommended that the customer signs the receipt as proof of receiving the cash.

I have a problem with my terminal, who do I call?In the first instance you should contact your terminal provider.

Where can I find my terminal ID?You can find your terminal ID on any receipt.

What happens if I sell my business?If you sell your business and the new owner wants to retain your terminals you can do a ‘change of ownership’ process. Just contact our Merchant Service Team on 0800 888 066 or email [email protected] for more information about this process.

What happens if the card details are not imprinted on a transaction voucher?If a transaction voucher has no imprint, it cannot be processed. If the imprint is hand written, it can be processed but can also be charged back if the cardholder disputes the transaction. Note: This is not available for UnionPay transactions.

Can I charge for processing credit cards?You can apply a surcharge fee to some or all Visa, Mastercard and UnionPay credit card transactions. If applying a surcharge fee you must comply with the procedures set out in Clause 4.3 of the Merchant Agreement.

15. Glossary.

For the meaning of any terms used in this document, please refer to your Merchant Agreement.


Westpac New Zealand Limited. 12353WT-5 07-18

Contact us.If you have any questions please don’t hesitate to contact us on 0800 888 066 for further assistance.

merchant operating guide using your merchant credit - westpac

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