Shell Transaction Card Guide

SHELL TRANSACTION CARD GUIDE

DISCLAIMER:

Visit Shell Source (www.shellsource.com) to obtain the current version of this guide. The terms and information in this guide may have changed, including, but not limited to, the following:

• New Shell MasterCard Authorization Phone Number – page 5 • Manual Transaction Submittal Timeframe – page 43 • Sales not Captured Submittal Timeframe – page 32 • Credit Card Settlement Processing Schedule – page 7

TABLE OF CONTENTS

Section Page

1 INTRODUCTION ...... 4

2 IMPORTANT TELEPHONE NUMBERS ...... 5

3 TRANSACTION CARD PROCESSING FEES ...... 6

4 CREDIT CARD SETTLEMENT PROCESSING SCHEDULE ...... 7

5 HONORING CARDS DIRECTIVE ...... 8

6 TRANSACTION CARDS ACCEPTED Shell MasterCard ...... 9 Shell Credit Card/ Shell Select Member Card ...... 10 Shell Fleet Card Card ...... 11 Shell Fleet Plus Card ...... 12 Shell One Station Credit Card ...... 14 Shell Gift Card ...... 16 Shell Canada Card ...... 18 Shell Saver Card ...... 19 MasterCard/Visa Credit Card ...... 21 Discover Credit Card ...... 22 American Express Card ...... 23 Diners Club International Card ...... 24 Optional Fleet Cards ...... 25 Debit Cards ...... 27

7 EPOS – OPERATION GUIDELINES General Requirements for EPOS transactions ...... 30 Use of Service Marks ...... 30 Request for Copies (RFCO) ...... 30 Chargebacks ...... 31 Mail ...... 31

8 SALES NOT CAPTURED TRANSACTIONS ...... 32

9 CHARGEBACKS Tips To Stop Chargebacks ...... 33 Reasons ...... 35

10 TRANSACTION CARD FRAUD & SECURITY Fraud Prevention Alert ...... 37 PCI/Fines ...... 37 Fraud Awareness ...... 37 Code 10 Authorization Procedures ...... 37 Other Fraud Prevention Procedures ...... 37 One-Station Credit Cards ...... 38 Fraud Impacts ...... 38 Fraud Watch Program ...... 39

TABLE OF CONTENTS (CONT’D)

Section Page

11 MANUAL IMPRINTED SALE Sales ...... 40 Charge For Paper Invoices (D-16’s) ...... 40 Form D-16 Requirements Standard ...... 40 Additional Information required per card type ...... 40 Finalizing Sale ...... 41

12 MANUAL TRANSACTION Invoice Batch Preparation ...... 42 Invoice Batch Submission ...... 42 Envelope ...... 43 Reimbursement ...... 43 Invoice Form Retention ...... 43

13 INVOICE RETRIEVAL REQUEST ...... 44

14 IMPRINTER Hardware ...... 45 Imprinter Plate for Preparing D-16 ...... 45 Imprinter Plate for Preparing D-13 ...... 46 Replacement – Hardware ...... 46 Replacement – Plastics and Metals ...... 46

15 GLOSSARY ...... 47

TRANSACTION CARD GUIDE

1. INTRODUCTION

This is the Transaction Card Guide (“Guide”) for Shell Oil Products US (the DBA of Equilon Enterprises LLC) (“SOPUS”) and Motiva Enterprises LLC (“Motiva”). This guide outlines policies, requirements and procedures for transactions made at Shell service stations using specified credit cards, credit identifications, debit cards, pre-paid cards, stored value cards, and other transaction authorization cards (“Transaction Cards”), and for using Electronic Point of Sale (EPOS) processing of transactions. This Guide is maintained by SOPUS for itself and on behalf of Motiva, and for convenience, SOPUS and Motiva may be referred to collectively as “Shell” throughout this Guide.

BECOME FAMILIAR

• Shell Retailers and their employees should become familiar with and follow the procedures in this Guide.

• This Guide supersedes all prior issues and updates

THE TERM “RETAILER”

• The term “Retailer” as used in this Guide, shall be construed to include Shell direct dealers, Shell wholesalers, Shell contract operators, Shell wholesaler dealers, and other participants in the Shell Card Program, as applicable. In the case of Shell wholesalers, Shell will settle Transaction Card transactions with the Shell wholesalers and is not responsible for settlement of Transaction Card transactions with Shell wholesaler dealers.

CUSTOMER IDENTIFICATION

• Whenever this Guide requires identifying an individual credit card user by means of a driver’s license or if the user has been unable to obtain a driver’s license because of a disability (under the Americans with Disabilities Act or applicable state law or local ordinance), a state issued identification card should be accepted in place of a driver’s license. In these circumstances, the term “state issued identification card” shall be substituted for the term “driver’s license.”

COMPETITOR TRANSACTION CARDS

• Retailer shall not display, advertise, promote, solicit, or accept any transaction cards (including, but not limited to, applications for such transaction cards) other than the Transaction Cards identified in this Guide. This prohibition does not apply to transaction cards accepted by Retailers during an "honor all" campaign that seeks to increase Transaction Card cardholders.

GUIDE REVISIONS

• Shell reserves the right at any time hereafter to revise any part of this Guide. In addition, Shell may by any such revision impose or modify a Transaction Card fee or service charge on Retailer for the use of the Shell Transaction Card program. Revisions may take the form of complete reissue of the Guide or special notices which are noted on www.shellsource.com . THIS GUIDE (REV. 10-11) SUPERSEDES ALL PRIOR ISSUES 4  Copyright 2011 Shell Oil Products US. All rights reserved.

TRANSACTION CARD GUIDE

2. IMPORTANT TELEPHONE NUMBERS

RETAILER

Shell Solutions Center (866-HI-SHELL) 1-866-447-4355 www.shellsource.com Credit Card Reimbursement

Shell Settlement Help Desk 1-866-447-4355 Option #4 Option #7 Option #1 EFT Settlement Inquiries 1-866-447-4355 Option #4 Option #7 Option #4 Paper Processing/Reconstruction/Sales Not Captured 1-877-877-9097 Shell Gift Card Hot Line (Pre-Paid Cards) 1-800-300-8113 Credit Card Chargebacks/RFCO’s (Correction Notices & Request for Signed Receipts) 1-866-447-4355 Option #4 Option #7 Option #3 Authorization Centers Shell Card 1-800-331-3701 Shell Canada Card 1-800-661-2278 Shell MasterCard 1-888-640-4834 Visa & MasterCard 1-800-207-7632 Diners International Card 1-800-347-1111 Merchant #60110 16200 00008 American Express Card 1-800-528-2121 Merchant #142 093 4820 Discover Card 1-800-347-1111 Merchant #60110 16200 00008 Fuelman Fleet Card 1-800-877-9013 Wright Express Fleet Card 1-800-842-0071 Voyager Fleet Card 1-800-987-6589 Wholesaler/Retailer Supplies Shell EPOS & Imprinter Forms 1-800-688-9528 Shell Imprinter Maintenance 1-800 -633 -9143 Shell Branded Card Applications (Consumer, Fleet, Shell MasterCard and Shell Saver) 1-800-762-5213 Option #2 P.O.P. Signage (Shell) 1-800-762-5213 Option #1 Card Decals - Door/Pumps 1-800-950-4923 EPOS Vendor Help Desks Verifone 1-800-519-7225 Gilbarco 1-800-800-7498 Tokheim MSI 1-800-767-1008 VeriFone VX570 1-800-347-2426

CONSUMER

Customer Service - Credit Card Shell Card 1-800-331-3703 Shell Fleet Card/One Stop Cr Cd 1-800-377-5150 Credit Card Customers GO-SHELL 1-888-467-4355

TRANSACTION CARD GUIDE

3. TRANSACTION CARD PROCESSING FEES

Following are the Transaction Card processing fees that are applicable to Shell retail sites as of October 1, 2011:

Shell Card (Consumer) No Fee

Shell MasterCard at Shell Retail Sites No Fee

Shell Gift Card (Shell Retail Sites) - Activation 1.50% Credit /Rebate

Shell Gift Card (Shell Retail Sites) - Redemption No Fee

Shell Fleet Card 1.50% & $0.10

Shell Saver Card No Fee

Visa 1.85% & $0.12

Visa Fleet 1.85% & $0.12

MasterCard 1.75% & $0.12

MasterCard Fleet 1.75% & $0.12

Diners Club 2.40% & $0.15

Discover Card 2.00% & $0.10

American Express 2.35% & $0.15

Voyager Fleet 2.35% & $0.30

Wright Express Fleet 2.35% & $0.30

Debit Cards 0.80% & $0.14

SHELL RESERVES THE RIGHT TO IMPOSE OR MODIFY TRANSACTION CARD PROCESSING FEES OR SERVICE CHARGES AT ANY TIME.

TRANSACTION CARD GUIDE

4. CREDIT CARD SETTLEMENT PROCESSING SCHEDULE

Business Day Rpt On Mailbox Rpt On EFT Paid Monday Tuesday Tuesday Wednesday Tuesday Wednesday Wednesday Thursday Wednesday Thursday Thursday Friday Thursday Friday Friday Monday Friday Saturday Monday Tuesday Saturday Sunday Monday Tuesday Sunday Monday Monday Tuesday *Schedule subject to change

• The Business Day Report is requested from the EPOS daily and allows location to run daily business at their convenience. The example above reflects pulling the report prior to 2 AM Central time (network cutover for issuer settlement).

• The above timeline is for locations that use Shell’s Tandem network. For locations using the BuyPass network, the Mailbox, EFT, and Paid will vary based on the selected cutover times with that network, possibly one day later.

• Bank holidays could impact when funds are available for payment dependant on the day of the week the holiday falls.

TRANSACTION CARD GUIDE

5. HONORING CARDS DIRECTIVE

Retailer agrees to accept all valid Transaction Cards presented as payment for goods or services sold at the Retailer’s station(s).

In accepting valid cards for payment, Retailer shall NOT :

• Discriminate among customers seeking to make purchases through the use of a valid card.

• Establish a minimum threshold above $10 for credit card charges as a condition for honoring valid cards.

• Establish a maximum dollar amounts for card charges as a condition for honoring valid cards.

• Treat a cardholder differently than cash customers with respect to exchanges and returns.

• Impose on any Cardholder any credit/debit surcharge for making a charge , where such surcharge is prohibited by law or by the applicable card issuer.

• Accept a card for the purpose of advancing money to the Cardholder.

• Credit Cards are not to be used for age verification

IF ALL REQUIREMENTS ARE NOT MET, THE FULL AMOUNT OF THE INVOICE IS SUBJECT TO CHARGEBACK .

TRANSACTION CARD GUIDE

6. TRANSACTION CARDS ACCEPTED - SHELL MASTERCARD

The above card shall be accepted UNLESS :

• Card is expired or not yet effective • Card has been visibly altered or mutilated • Card appears to be counterfeit • Card has been denied (such as a decline from the EPOS terminal)

Must contain a hologram on the face of the card. (See section on Credit Card Fraud for additional information.) Signature panel on back of the card must be signed by the authorized user, customer. SHELL MASTERCARD CANNOT BE USED BY A PERSON OTHER THAN THE CARDHOLDER.

Manually keyed transactions must be manually imprinted and signed. Imprint the card and keep for 6 months.

What Can Be Sold

Goods or services sold at the station

NOTE : LOTTERY TICKETS CAN NOT BE PURCHASED ON SHELL MASTERCARDS. CASH ADVANCES ARE NOT PERMITTED. IF ALL REQUIREMENTS ARE NOT MET, THE TRANSACTION IS SUBJECT TO CHARGEBACK.

TRANSACTION CARD GUIDE

TRANSACTION CARDS ACCEPTED - SHELL CREDIT CARDS

Shell Card Shell Select Member Card Shell Drive for Five sm Card

All Shell Credit Cards shall be accepted UNLESS :

• Card is expired • Card is canceled • Card has been denied (such as a decline from the EPOS terminal)

Customers may apply for any of the Shell Cards online at www.shell.us/cards or by calling: 1-888-98-SHELL (1-888-987-4355) .

What Can Be Sold

Goods or services sold at the station

Convenience Store Items/Traffic Builders

• Sales of goods and services, including the purchase of Shell Gift Cards, exceeding $75 are subject to chargeback, even with authorization. Sale is made at Retailer’s risk.

Authorization on Manual (Paper) Transaction Sales for the Shell Card is required for transactions over $50.00 and must have an imprint of the card. The imprint must be kept for 6 months.

NOTE: LOTTERY TICKETS CANNOT BE PURCHASED ON SHELL CARDS. CASH ADVANCES ARE NOT PERMITTED. IF ALL REQUIREMENTS ARE NOT MET, THE TRANSACTION IS SUBJECT TO CHARGEBACK.

TRANSACTION CARD GUIDE

TRANSACTION CARDS ACCEPTED - SHELL FLEET CARD

FUEL ONLY EMBOSSED HERE

Card is good for all sales unless “Fuel Only” is indicated as shown above.

The above cards may be accepted UNLESS : • Card is expired. Shell Fleet Cards MUST have a valid expiration date. • Card is cancelled • Card has been denied (such as a decline from the EPOS terminal)

Cards in a company name: • Card bearer must identify himself/herself/herself as an authorized representative of the company (Signature on invoice can be compared to signature on card's signature panel for verification). • If identification is not positive, the sale is made at the Retailer's risk

What Can Be Sold

Goods or services sold at the station (subject to the “Fuel Only” restriction noted above.)

Convenience Store Items/Traffic Builders

• Sales of goods and services, including the purchase of Shell Gift Cards, exceeding $75 are subject to chargeback, even with authorization. Sale is made at Retailer’s risk.

NOTE : LOTTERY TICKETS CANNOT BE PURCHASED ON SHELL FLEET CARDS. CASH ADVANCES ARE NOT PERMITTED. IF ALL REQUIREMENTS ARE NOT MET, THE TRANSACTION IS SUBJECT TO CHARGEBACK.

ALL SALES INVOICES AND RECEIPTS MUST INCLUDE ACCURATE TRANSACTION DETAIL INCLUDING BUT NOT LIMITED TO PRICE PER GALLON, NUMBER OF GALLONS, ETC.

TRANSACTION CARDS ACCEPTED – SHELL FLEET PLUS CARD

Position # 3 (Purchase Restrictions) 0 No Purchase Restrictions 1 Fuel, Oil, and Vehicle Related Purchases Only 2 Fuel and Oil Purchases Only 3 Fuel Purchases Only

Position # 1 (Validation Position # 2 (PIN Pad Input Required) Requirements, based 2 0 No Input Required on Position # 2) 1 Driver ID Input Required 0 No Validation of Driver or 2 Odometer Input Required Vehicle ID Required 3 Vehicle Number Input Required 1 Validation Entry of Driver or 4 Driver ID & Odometer Input Required Vehicle ID Required 5 Vehicle Number & Odometer Input Required

All Shell Fleet Plus Cards - use EPOS terminal

RETAILER MUST NOT ENTER VEHICLE RELATED PURCHASES INTO THE MISCELLANEOUS CATEGORY ON TERMINAL. For example, Windshield washer fluid and other such vehicle related expense must be entered as vehicle Accessory Purchases.

The Shell Fleet Plus card shall be accepted UNLESS: • Card is expired. Shell Fleet Plus Cards MUST have a valid expiration date. • Card is cancelled • Card has been denied (such as a decline from the EPOS terminal)

Cards in a company name: • Card bearer must identify himself/herself as an authorized representative of the company (Signature on invoice can be compared to signature on card's signature panel for verification). • If identification is not positive, the sale is made at the Retailer’s risk.

Restriction Codes

SHELL WILL USE A THREE-POSITION RESTRICTION CODE IN THE MAGNETIC STRIPE AND EMBOSSED ON THE SHELL FLEET PLUS CARD TO IMPLEMENT DATA ENTRY REQUIREMENTS AND PURCHASE RESTRICTIONS. RESTRICTION CODE PLACEMENT ON CARD IS INDICATED ABOVE.

WITH AN OPERABLE EPOS TERMINAL - FOLLOW THE PROMPTS. TRANSLATION OF THE RESTRICTION CODE IS NOT REQUIRED.

TRANSACTION CARD GUIDE

TRANSACTION CARDS ACCEPTED – SHELL FLEET PLUS CARD ( CONT’D )

IF THE EPOS TERMINAL IS INOPERABLE OR IF THE RETAILER DOES NOT HAVE AN EPOS TERMINAL, PLEASE REFER TO THE “ MANUAL IMPRINTER SALES “ SECTION OF THIS GUIDE.

What Can Be Sold

Goods or services sold at the service station unless otherwise denoted by restriction code.

Convenience Store Items/Traffic Builders

• Sales of goods and services, including the purchase of Shell Gift Cards, exceeding $75 are subject to chargeback, even with authorization. Sale is made at Retailer’s risk.

Manually keyed transactions must be manually imprinted and signed. Imprint the card and keep for 6 months

NOTE : LOTTERY TICKETS CANNOT BE PURCHASED ON SHELL CARDS. CASH ADVANCES ARE NOT PERMITTED. IF ALL REQUIREMENTS ARE NOT MET, THE TRANSACTION IS SUBJECT TO CHARGEBACK.

ALL SALES INVOICES AND RECEIPTS MUST INCLUDE ACCURATE TRANSACTION DETAIL INCLUDING BUT NOT LIMITED TO PRICE PER GALLON, NUMBER OF GALLONS, ETC.

TRANSACTION CARD GUIDE

TRANSACTION CARDS ACCEPTED – SHELL ONE STATION CARD

123 456 789 00000 123 456 789 00000 CUSTOMER NAME CUSTOMER NAME

REG 0 W00000000000 000 461 0 W00000000000 000

RESTRICTION CODE embossed here indicating Shell Fleet Plus Card. Refer to RESTRICTION CODE information in Shell Fleet Plus Card Section.

Shell One-Station Cards are white plastic embossed with the customer’s account number, customer’s name, and the Retailer WIC number or station location WIC number. Shell One- Station Cards are mailed directly to the Retailer and retained at that Service station only for use by the customer. The Retailer is responsible for the security of Shell One-Station Cards. Failure to secure card can result in chargebacks to the station.

If the One-Station Card is a Shell Fleet Plus Card, a 3-digit Restriction Code will be embossed on the bottom left corner of the card. Retailer must adhere to all Restriction Code compliance requirements when One-Station Card is a Shell Fleet Plus Card. Refer to Restriction Code section under Shell Fleet Plus Card.

The same terms and conditions as regular Shell Fleet Cards and Shell Fleet Plus apply to Shell One-Station Cards.

Shell One-Station cards MUST NOT be used at island card readers . The above cards shall be accepted UNLESS: • Card is expired. Shell One-Station credit cards MUST have a valid expiration date. • Card is cancelled • Card has been denied (such as a decline from the EPOS terminal) • Card has been issued for use at a different station

Identification requirements: • Customer must identify himself/herself as an authorized representative of the entity that has the Shell One-Station Card account. • If identification is not positive, the sale is made at the Retailer’s risk.

What Can Be Sold

• Goods or services sold at the service station unless otherwise denoted by restriction code.

Convenience Store Items/Traffic Builders

• Sales of goods and services, including the purchase of Shell Gift Cards, exceeding $75 are subject to chargeback, even with authorization. Sale is made at Retailer’s risk. THIS GUIDE (REV. 10-11) SUPERSEDES ALL PRIOR ISSUES 14  Copyright 2011 Shell Oil Products US. All rights reserved. TRANSACTION CARD GUIDE

TRANSACTION CARDS ACCEPTED – SHELL ONE STATION CARD ( CONT’D )

Applications

• Customer without an existing Shell Fleet account should complete a Shell Fleet Card application – SF1001 (revised 08/05), including the Shell One-Station Cards Section. The station address and location WIC number (which is to be supplied by Retailer) must be provided. To apply by phone; please call 1-888-98 SHELL (1-888-987-4355). To apply online, visit www.shell.us/cards .

• Customer with an existing Shell Fleet Card account; please call 1-800-377-5150.

Manually keyed transactions must be manually imprinted and signed. Imprint the card and keep for 6 months

NOTE : LOTTERY TICKETS CANNOT BE PURCHASED ON SHELL CARDS. CASH ADVANCES ARE NOT PERMITTED .

ALL SALES INVOICES AND RECEIPTS MUST INCLUDE ACCURATE TRANSACTION DETAIL INCLUDING BUT NOT LIMITED TO PRICE PER GALLON, NUMBER OF GALLONS, ETC. IF THESE REQUIREMENTS ARE NOT MET, THE TRANSACTION IS SUBJECT TO CHARGEBACK.

TRANSACTION CARD GUIDE

TRANSACTION CARDS ACCEPTED – SHELL GIFT CARD

The above cards shall be accepted UNLESS:

• The card is non-activated. • The card is defective. • The card has been denied (such as a decline from the EPOS terminal).

Must use EPOS Terminal

• There are no provisions to handle a Shell Gift Card sale when the EPOS network is inoperable. Please obtain an alternate form of payment from the customer.

What Can Be Sold

Shell Gift Cards can be purchased at participating Shell locations in $25, $50, and $100 denominations. The card can be used indoors at the EPOS terminal or outdoors at the island card reader. All receipts will print the remaining balance on the card after the current sale.

Customers can purchase the card with cash or any approved credit or debit card, BUT customer CANNOT purchase a Shell Gift Card with another Shell Gift Card.

Fraud/Abuse

In the event Shell suspects gift card fraud or gift card sales abuse, Shell reserves the right to suspend a wholesaler’s or retailer’s capability to activate and/or accept gift cards immediately and indefinitely. Multiple gift cards may not be sold for use by fleet or commercial customers.

Shell Gift Card Help Desk:

Hours of Operation are 6 am – Midnight CST, (7) days a week (1-800-300-8113). Retailer can check on card balances, gift card transactions or visit www.shell.us/giftcard.com for more detail.

TRANSACTION CARD GUIDE

TRANSACTION CARDS ACCEPTED – SHELL FLEET PLUS CARD ( CONT’D )

Ordering Shell Gift Cards

Call 1-800-300-8113 and provide your 11-digit Retailer Number or Store Number (WIC), the address of your station and the type of EPOS equipment used at your store. You will receive the order in approximately 7 business days. Shipping is free. Orders not to exceed $20,000 per week.

Payment for Shell Gift Cards

1. The store is not charged for the cards until they are activated. 2. Settlement becomes part of the store’s normal batch, end-of-shift, and end-of-day reports generated by your store’s EPOS system.

Point Of Purchase Materials:

Shell Gift Card Point of Purchase materials are available from Pointsmith at 1-800-762-5213 .

NOTE : LOTTERY TICKETS CANNOT BE PURCHASED ON SHELL GIFTCARDS. CASH ADVANCES ARE NOT PERMITTED.

TRANSACTION CARD GUIDE

TRANSACTION CARDS ACCEPTED – SHELL CANADA CARD

MUST USE MANUAL IMPRINTER AND D-16 INVOICE

Shell Canada Cards must have a valid expiration date. The above cards shall be accepted UNLESS. • Card is expired • Card is canceled

What Can Be Sold Vehicle Fuel • Delivered into the vehicle. • Record the total sale per vehicle on one invoice.

Motor Oil, Anti-freeze And Other Petroleum Products • Up to 2 cases of motor oil and/or anti-freeze.

Tires And Tubes • Must be mounted and installed at time of sale.

Batteries And Accessories • Attached to vehicle at time of sale • Limited to 1 battery installed

Miscellaneous Limited to $50 for: • Restaurants that are part of Shell facility. • Convenience store items. • Other traffic builders.

EPOS Sales DO NOT USE EPOS TERMINAL • If you swipe a Shell Canada card, you will receive the following message: "Shell Canada - Use imprinter." Proceed with D-16 sale.

Imprinter Sales • Card must be valid and invoices must be signed by the customer. • For sales of $65 and above, call toll free 1- 800-661-2278 , 24 hours, 7 days a week for authorization. • Record authorization number on D-16 invoice.

NOTE : ALCOHOLIC BEVERAGES AND LOTTERY TICKETS CANNOT BE PURCHASED ON SHELL CANADA CARDS. CASH ADVANCES ARE NOT PERMITTED.

TRANSACTION CARD GUIDE

TRANSACTION CARDS ACCEPTED - SHELL $AVER CARD

Card front Card back

TeleCheck TeleCheck Decal Decline Notice The above card shall be accepted UNLESS : • Card has been denied (such as a decline from the EPOS terminal) • PIN is not entered by the customer (or if “credit” is selected) • Card or customer has been declined for activation by an onsite application terminal • Your EPOS terminal is offline • Card has been visibly altered or mutilated • Card appears to be counterfeit • Card is being used for commercial purposes

What Can Be Sold: Shell goods or services sold at the Shell station only, with the exception of Lottery Tickets.

Convenience Store Items/Traffic Builders: Sales exceeding a total of 7 transactions per day and/or sales exceeding the $250 per transaction Warranty Maximum amount are subject to charge back, even with authorization, and are made at Retailer’s risk. Beginning April 1, 2009, any gift card sales allowed on the Shell Saver Card are at the retailers risk and subject to chargeback.

Acceptance: • Signature is not required on PIN based transactions. The entry and verification of the cardholders’ PIN will be sufficient proof of the cardholders’ identity. • If the customers’ application or transaction is declined, customer must be provided with a TeleCheck Decline Notice from the tear pad. • Cash back is not permitted.

TRANSACTION CARD GUIDE

TRANSACTION CARDS ACCEPTED - SHELL $AVER CARD (cont’d)

Credits / Refunds /Returns: If a Retailer decides to issue a credit for a prior Shell Saver Card transaction, Retailer must provide that credit directly to the customer by issuing cash to the customer. Any other returns or credits for the Shell Saver Card are not permitted and will not be accepted.

Charge backs / Fines in addition to those stated under the charge back section of this guide: A Shell Saver Card sale is subject to charge back as well as possible fines including but not limited to the following circumstances: • Retailer fails to comply with any of the Shell Saver Card program procedures and/or requirements as set out in this section of the Guide, and it may be amended at any time. • The Shell Saver Card sale is disputed or declared unsatisfactory by the cardholder. • The Shell Saver Card sale represents charges made at Retailers’ station with Retailer or Retailers’ employee(s) personal Shell Saver Card(s). • The Shell Saver Card sale was not made in conjunction with products or services sold from Retailers’ own service station premises, or were made for a purchase that was already due to the Shell retailer. • The Shell Saver Card charge exceeds the $500 per transaction Warranty Maximum amount, the charge was split into smaller amounts to avoid exceeding the Warranty Maximum amount, where a previously decline charge is resubmitted, or where a duplicate charge is submitted. • The Shell Saver Card amount and the consumers Demand Deposit Account (DDA) transaction do not match (is greater) than the sale amount approved. • The Shell retailer does not provide a TeleCheck Decline Notice to customers with a declined transaction or a declined application. • The Shell retailer does not post the required TeleCheck decals at all point of sale (indoor and outdoor). • The Shell Saver Card charge involves fraudulent activity on the Retailers’ part or on the part of any of the Retailers’ employees. • The Shell Saver Card is used for any commercial or business purposes.

Must use EPOS Terminal: • Shell does not accept D-16 invoices on Shell Saver Card sales. • There are no provisions to handle a Shell Saver Card sale when the EPOS terminal is inoperable and/or offline for any reason.

NOTE: LOTTERY TICKETS, CASH BACK, GIFT CARDS, OFFLINE & MANUAL TRANSACTIONS, SPLIT TRANSACTIONS, DENIED TRANSACTION RESUBMITS ARE NOT PERMITTED WITH THE SHELL SAVER CARD. TRANSACTION AMOUNTS EXCEEDING THE WARRANTY MAXIMUM AMOUNT AND ANY TRANSACTIONS WHERE ANY OF THESE REQUIREMENTS ARE NOT MET ARE SUBJECT TO CHARGEBACK.

TRANSACTION CARD GUIDE

TRANSACTION CARDS ACCEPTED – MASTERCARD & VISA

The above cards shall be accepted UNLESS:

• Card is expired or not yet effective • Card has been visibly altered or mutilated • Card appears to be counterfeit • Card has been denied (such as a decline from the EPOS terminal)

Must contain a hologram on the face of the card. (See section on Credit Card Fraud for additional information.) Signature panel on back of card must be signed by the authorized user, customer. MASTERCARD AND VISA CARDS CANNOT BE USED BY A PERSON OTHER THAN THE CARDHOLDER.

Unembossed Credit Cards

Unembossed Credit Cards are to be electronically swiped only. Manually imprinted and keyed transactions ARE NOT allowed.

What Can Be Sold

Goods or services sold at the station

Manually keyed transactions must be manually imprinted and signed. Imprint the card and keep for 6 months

NOTE : LOTTERY TICKETS CANNOT BE PURCHASED ON MASTERCARD AND VISA CARDS. CASH ADVANCES ARE NOT PERMITTED. IF ALL REQUIREMENTS ARE NOT MET, THE FULL AMOUNT OF THE INVOICE IS SUBJECT TO CHARGEBACK.

TRANSACTION CARD GUIDE

TRANSACTION CARDS ACCEPTED – DISCOVER

The above card shall be accepted UNLESS: • Card is expired or not yet effective • Card has been visibly altered or mutilated • Card appears to be counterfeit. Must display the embossed stylized “D” on the front of the card • Card has been denied (such as a decline from the EPOS terminal)

DISCOVER CARDS CANNOT BE USED BY A PERSON OTHER THAN THE CARDHOLDER.

Credit Authorization Requirements

• Your EPOS terminal will advise if needed VOICE: 1-800-347-1111 MERCHANT NUMBER 60110 16200 00008

What Can Be Sold

Goods or services sold at the station

Manually keyed transactions must be manually imprinted and signed. Imprint the card and keep for 6 months

NOTE : LOTTERY TICKETS CANNOT BE PURCHASED ON DISCOVER CARDS. CASH ADVANCES ARE NOT PERMITTED. IF ALL REQUIREMENTS ARE NOT MET, THE FULL AMOUNT OF THE INVOICE IS SUBJECT TO CHARGEBACK.

TRANSACTION CARDS ACCEPTED – AMERICAN EXPRESS

The above cards shall be accepted UNLESS: • Card is expired or not yet effective • Card has been visibly altered or mutilated • Card appears to be counterfeit • Card has been denied (such as a decline from the EPOS terminal)

AMERICAN EXPRESS CARDS CANNOT BE USED BY A PERSON OTHER THAN THE CARDHOLDER.

Credit Authorization Requirements

• Your EPOS terminal will advise if needed • VOICE: 1-800-528-2121 MERCHANT NUMBER 142 093 4820

Unembossed Credit Cards

Unembossed Credit Cards are to be electronically swiped only. Manually imprinted and keyed transactions ARE NOT allowed.

What Can Be Sold

Goods or services sold at the station

Manually keyed transactions must be manually imprinted and signed. Imprint the card and keep for 6 months

NOTE : LOTTERY TICKETS CANNOT BE PURCHASED ON AMERICAN EXPRESS CARDS. CASH ADVANCES ARE NOT PERMITTED. IF ALL REQUIREMENTS ARE NOT MET, THE FULL AMOUNT OF THE INVOICE IS SUBJECT TO CHARGEBACK.

TRANSACTION CARDS ACCEPTED – DINERS INTERNATIONAL

NOTE: EFFECTIVE OCTOBER 16, 2009 ALL DINERS CARD ARE PROCESSED AS DISCOVER

The above cards shall be accepted UNLESS:

• Card is expired or not yet effective • Card has been visibly altered or mutilated • Card appears to be counterfeit • Card has been denied (such as a decline from the EPOS terminal)

Credit Authorization Requirements

• Your EPOS terminal will advise if needed • VOICE: 1-800-347-1111 MERCHANT NUMBER 60110 16200 00008

What Can Be Sold

Goods or services sold at the station

Manually keyed transactions must be manually imprinted and signed. Imprint the card and keep for 6 months

DINERS CARDS CANNOT BE USED BY A PERSON OTHER THAN THE CARDHOLDER.

NOTE : LOTTERY TICKETS CANNOT BE PURCHASED ON DINERS INTERNATIONAL CARDS. CASH ADVANCES ARE NOT PERMITTED. IF ALL REQUIREMENTS ARE NOT MET, THE FULL AMOUNT OF THE INVOICE IS SUBJECT TO CHARGEBACK.

TRANSACTION CARD GUIDE

TRANSACTION CARDS ACCEPTED – OPTIONAL FLEET CARDS

The following Fleet and Government cards can be accepted through your EPOS terminal: • FUELMAN FLEET CARD (Opt In Program) • Fuelman is an opt-in program. To begin accepting the Fuelman credit card, please contact FleetCor at 1-800-966-9013.

• Shell Does Not accept D-16 invoices (manual sales) for Fuelman Fleet Card sales.

If the terminal is inoperable, complete the sale using a D-16 invoice and manually enter the sale as soon as the terminal is working.

Manually keyed transactions must be manually imprinted and signed. Imprint the card and keep for 6 months

Follow instructions on front and back of card, where applicable.

The above cards shall be accepted UNLESS:

• Card is expired • Card has been denied (such as a decline from the EPOS terminal)

Credit Authorization Requirements

• Your EPOS Terminal will advise.

If Authorization number is needed, please refer to the “Important Telephone Numbers”

TRANSACTION CARD GUIDE

TRANSACTION CARDS ACCEPTED – OPTIONAL FLEET CARDS (CONT’D)

What Can Be Sold

Fuelman Fleet Card: • Product level limits are established by individual Fuelman customers.

Wright Express Fleet Card: • Cards marked FUEL ONLY can only be used to purchase fuel. • All other Wright Express Fleet Cards can be used to purchase petroleum products and services.

MasterCard Corporate Fleet Card: • Some cards are limited to Fuel Only purchases. Follow prompts.

Voyager Card: • Vehicle related products and services as listed on the back of the card.

NOTE : LOTTERY TICKETS CANNOT BE PURCHASED ON OPTIONAL FLEET CARDS. CASH ADVANCES ARE NOT PERMITTED. IF ALL REQUIREMENTS ARE NOT MET, THE FULL AMOUNT OF THE INVOICE IS SUBJECT TO CHARGEBACK.

TRANSACTION CARD GUIDE

TRANSACTION CARDS ACCEPTED - DEBIT

AUTHORIZED LOGOS OF MAJOR DEBIT CARDS ACCEPTED

DO NOT USE THE MANUAL IMPRINTER. THERE ARE NO PROVISIONS TO HANDLE A DEBIT CARD SALE WHEN THE EPOS TERMINAL IS INOPERABLE.

Do’s & Don’ts Exceptions

DO: DON’T: Credit Memo: • DO ask the cardholder if • DO NOT imprint a debit card Credit memo transactions for the they want debit or credit. when the system is down. Explore card may not be processed beyond 24 hours from date of purchase. • DO ask the cardholder to • DO NOT ask the cardholder enter their PIN. to sign the receipt. Cash back: • DO ask the cardholder if • DO NOT ask the cardholder Currently Massachusetts is the they want cash back. for any identification. The PIN only known state that does not is customer’s identification. allow cash back without a purchase. • DO NOT request more than $50 in cash back.

TRANSACTION CARDS ACCEPTED – DEBIT ( CONT’D )

Acceptance Signature is not required on PIN based debit transactions. The entry and verification of the cardholder’s PIN will be sufficient proof of the cardholder’s identity.

Credits / Returns

Issuing Debit Card Credits

If a Retailer decides to issue a credit for a prior debit card transaction, Retailer shall comply with the following requirements:

1. The credit will not be in the form of cash. 2. The cardholder must be present and the PIN must be entered. 3. Retailer shall deliver a copy of the credit slip to the cardholders. 4. Credits or returns will not be allowed for the Explore card beyond 24 hours from the date of purchase.

Chargebacks

A debit card sale may be subject to a Chargeback.

Each debit network reserves the right to charge back any card charge to the Retailer for reasons that include, but are not limited to, the following:

1. Retailer fails to comply with any of the program procedures and/or requirements as set out in this section of the Guide, and as it may be amended at any time.

2. The debit charge is disputed by the cardholder for any reason.

3. The debit charge represents charges made at Retailer's station with Retailer or Retailer's employee’s (s) personal debit card(s).

4. The debit charge was not made in conjunction with products or services dispatched or sold from Retailer's own service station premises.

5. The debit charge involves fraudulent activity on the Retailer’s part or on the part of any of the Retailer’s employees.

TRANSACTION CARDS ACCEPTED - DEBIT ( CONT’D )

Must use EPOS Terminal

• Shell does not accept D-16 invoices on debit card sales. • There are no provisions to handle a debit card sale when the EPOS terminal is inoperable.

What Can Be Sold

Goods or services sold at the station.

Cash Back

• Retailers may elect to offer a cash back option, whereby the customer may receive up to $50 cash above the cost of the sale, or with no sale, to be debited against the customer's account.

• Currently Massachusetts is the only known state that does not allow cash back without a purchase.

NOTE: LOTTERY TICKETS CANNOT BE PURCHASED ON DEBIT CARDS.

IF ALL REQUIREMENTS ARE NOT MET, THE FULL AMOUNT OF THE INVOICE IS SUBJECT TO CHARGEBACK.

TRANSACTION CARD GUIDE

7. EPOS – OPERATION GUIDELINES

General Requirements for EPOS Transactions

Unless otherwise agreed by Shell in writing, Retailer shall use only Shell’s EPOS systems to electronically accept and process Transaction Cards

Requirements for EPOS Terminals

The following requirements apply to transactions made using an Electronic Point of Sale (EPOS) terminal. For complete operating instructions, refer to the operator’s manual for terminal type.

• Retailer must call for credit authorization whenever requested to do so by the terminal. The authorization code must be entered into the terminal to complete the sale. • Retailer must obtain the customer’s signature and provide a copy of the EPOS receipt to the customer (island card reader transactions excluded). • If Retailer’s EPOS terminal is inoperable, use the manual imprinter to process credit card transactions according to the requirements for imprinting sales on D-16 invoices. • Retain copies of signed credit card receipts for a minimum of 180 days from the date of sale. • Retailer must ensure that locations use the electronic journal file storage feature of the Electronic Point of Sale (EPOS) terminal for reconciliation purposes. Refer to your Vendor’s documentation on retrieval process. • Credit Card Transaction Reversals and/or Credits

If Retailer decides to issue a credit for a prior card charge, Retailer shall comply with the following requirements:

a. The credit will not be in the form of cash. b. For returned goods or terminated/cancelled services, Retailer shall: • Complete and sign a credit slip and obtain the cardholder’s signature in accordance with instructions provided in the operator’s manual for terminal type. • Keep credit/return invoices together with original invoice. • Follow terminal prompts. c. Retailer shall deliver a copy of the credit slip to the cardholder.

Use of Service Marks

So long as Retailer elects to participate in the Program, Retailer shall display the applicable Transaction Card advertising materials, including services marks or logotypes. Retailer shall not use or display any materials referring to cards unless materials conform to standards or have been approved by Shell.

EPOS – OPERATION GUIDELINES ( CONT’D )

Request for Signed Copies (RFCO)

From time to time, card issuers will find it necessary to request a signed copy of an invoice to settle a customer dispute. A RFCO (request for copy of signed receipt) will be sent to the Retailer via the EPOS or Shell Source. The message will include the account number, date of sale, batch number, and sale amount.

Upon receipt of the RFCO , please fax the legible copy to the appropriate location shown on the RFCO request within 15 days.

Chargebacks

Card issuers reserve the right to chargeback to Retailer any sale transaction that does not comply with these provisions or card issuer’s regulations. Please see section on “Chargebacks” for additional information.

Mail (ie. RFCO, Chargebacks, Daily Reports)

Methods to obtain mail information vary per terminal type. Refer to your EPOS “Instruction Manual” for procedures.

TRANSACTION CARD GUIDE

8. SALES NOT CAPTURED TRANSACTIONS

Definition: A “Sales not Captured” transaction is a transaction that was not sent to Shell’s Network from the EPOS for processing. The fuel and/or merchandise was received by the cardholder yet the Merchant was not reimbursed for the sale. In order to gain reimbursement for the transaction, the below steps must be followed.

1. Review your unmasked Declined Stored Sales report for uncaptured sales. 2. Ensure that the full card number is available. 3. If sales are present, fax to the report with full card numbers to Retailer Support for processing.

Variance is still identified after steps above?

1. Compare the EPOS Network “End of Day” report against the mailbox report for that day. 2. If there is a variance, the transactions should be handled as "Sales not Captured”. 3. Contact the Shell Settlement Help Desk to request a “Hash Report” for that day. 4. Compare the “Hash Report” against corresponding journal tapes and submit any “Sales not Captured” to Retailer Support for processing.

Please note that transactions must be submitted within 10 days of the sale date. *Effective for all transactions processed on or after May 18 th , 2011

Card Issuers require that transactions must be processed within 20 days of the sale date. This will allow proper time for manual processing, which can take up to 10 business days.

Shell Settlement Helpdesk - 866 HI SHELL (447-4355), Option 4, Option 7, Option 1 (Hours: 8 am- 8 pm CST, M-F) or

Retailer Support - phone 877-877-9097, fax: 866-595-3364 (Hours 8 am - 8 pm CST M-F)

TRANSACTION CARD GUIDE

9. CHARGEBACKS

Reasons

Chargebacks are sales transactions that are debited to Retailer. Chargebacks occur when the cardholder disputes a sale or when it is determined by the card issuer that the transaction has been improperly processed.

Shell reserves the right to chargeback to Retailer any sale transaction that does not comply with the provisions of this Guide or the regulations of the card issuer. Retailer is to retain manually imprinted and EPOS customer receipts as well as journal tapes for 180 days from the processing date, with the exception of erroneous or fraudulent charges, which have no time limit.

The best way to avoid chargebacks is to be sure that Retailer is familiar with the requirements of this Guide. For chargeback disputes, Retailer should refer to “Important Telephone Numbers” for appropriate contact.

Tips To Avoid Chargebacks

The following are the most common things to check for to avoid chargebacks.

• Make sure you retrieve your electronic mail on a daily basis to identify RFCO’s and Chargeback Notices .

• Respond to the request for signed copied receipt (RFCO) within 15 days . A RFCO is a request for copy of signed receipt. The message will include the truncated account number, date of sale, batch number, and sale amount. Upon receipt of the RFCO , please fax the legible copy to the appropriate location shown on the RFCO request within 15 days .

• Respond to Chargeback Correction Notices within 15 days. The message will include the truncated account number, date of sale, batch number, and sale amount. Upon receipt of the Correction Notice , please fax the legible copy to the appropriate location shown on the Correction Notice request within 15 days .

• Ensure site is processing in an online mode. Transactions identified by the Card Issuer, Associations or Shell as fraudulent, made inside the station while processing in an offline mode, are subject to chargeback (i.e. repeated card use without authorization).

• Check the expiration date on the card. DO NOT accept expired cards.

• Accept only cards referenced in this manual.

• Get telephone authorization, when required, BEFORE completing the sale and write the approval code on the ticket.

TRANSACTION CARD GUIDE

CHARGEBACKS (cont’d)

• When the EPOS equipment prompts you to call the Authorization Center, YOU MUST DO SO .

• All non-EPOS credit card transactions must be authorized.

• A card is acceptable for tires, batteries, and/or mountable accessories ONLY if they are INSTALLED at the time of purchase.

• Make sure the dollar amount imprinted on the invoice matches the handwritten amount if using a manual imprinter.

• To prevent possible fraud, Retailer should not keep the customers' cards at the station. If commercial customers need such a service, refer to the Shell One-Station card section.

• Shell One-Station cards CAN NOT be used at the island card reader.

• Splitting tickets to avoid calling for authorization could result in a chargeback.

• The sale of money orders or lottery tickets on a credit card is strictly prohibited.

• Make sure the credit card number is embossed clearly. Exception (unembossed cards must be processed electronically. Manually imprinted or keyed are not allowed).

• Debit cards must be processed through the EPOS terminal. ( No manual paper transactions .)

• Properly document Tire/Battery/Accessories and service items. Maintain complete work orders to support the EPOS invoices, which Retailer is required to keep for 6 months. Always record a valid license plate number and state of issue.

• Manually keyed transactions must be manually imprinted and signed. Imprint the card and keep for 6 months.

• Properly complete all required sections of manual sales tickets (including Wright Express and other Fleet cards which require additional fields to be entered).

• Sales should NOT BE accumulated for a period of time and then entered as one sale.

• Sales conducted at one station should NOT BE settled through any other station.

• Cash advances are NOT permitted on any credit cards.

• Authorization code is good only on the date of sale and for one transaction.

TRANSACTION CARD GUIDE

• Authorization code does not eliminate need to meet other requirements specified in this Guide.

CHARGEBACKS ( CONT’D )

Chargebacks reasons include, but not limited to, the following:

CHARGEBACK REASON REQ UIREMENTS/POLICIES & PROCEDURES Invalid authorization code - Valid authorization number must be obtained when No authorization code - instructed

No vehicle license number listed - Vehicle tag # and state must be included on all D-16 No state for vehicle listed - Invoices

Unsigned invoice (for credit card transactions) - Invoices must be signed (except ICR charges and debit - transactions)

Altered invoice - Do not alter or change the invoice after customer signs

Possible employee collusion - Sales which involve possible fraudulent activity will be Unauthorized use - charged back

Duplicate invoice within 10 minutes - Do not process a sale more than once on EPOS terminal Duplicate invoice D-15/D-16 submitted - Do not process sale on EPOS terminal that is also Duplicate D-16s submitted - submitted on a D-16 invoice - Do not process two D-16 invoices for same sale

Exceeds authorized auto accessories quantity - Do not exceed authorized quantities as specified in this Exceeds authorized oil/anti-freeze quantity - Guide Exceeds authorized tire/tube quantity

Card not presented at time of sale - Handwritten D-16 invoices are not acceptable

Card not imprinted; manually keyed - Manually keyed EPOS invoices must also be imprinted with - the credit card

Expired card - A card with a valid expiration date must be presented at - time of sale

Card left at station - Charges at station where cardholder left card may be - charged back

D-16 at EPOS; no authorization/no Driver’s - D-16 invoice used at EPOS location, without being License verification - instructed to do so, must get an authorization and verify the - customer’s driver’s license

Stale dated invoice - Sales transactions must be received within 20 days of the - sale

Requested D-15/D-16 (RFCO) not provided - Requested EPOS/D-16 invoices must be provided within 15 days from the date of the request .

Inaccurate transaction detail on sales - All sales invoices/receipts must contain accurate invoice/receipt - information

TRANSACTION CARD GUIDE

CHARGEBACKS ( CONT’D )

CHARGEBACK REASON REQUIREMENTS/POLICIES & PROCEDURES Customer dispute - Sales disputed by cardholder for any reason may be - charged back - In the event of a complaint on either parts or workmanship, - sale amount may be charged back

Imprint error/keying error - Imprint/keying errors; addition/extension errors will be Addition/extension error - charged back

Retailer/employee credit card used - Sales must not be made at the Retailer’s station with - Retailer’s or Retailer’s employee’s personal credit card

Product/Service not authorized - Only authorized products or services may be sold and must - be sold or dispatched from the Retailer’s own station

Accumulated charges - Charges must not be accumulated over extended period of - time and submitted as one charge

D-16 entered into EPOS terminal - Charges made on D-16 invoices must NOT be entered - through EPOS terminal

Alcoholic/Cash/Lottery Tickets given on credit - Purchases/Charges are not permitted card

Unauthorized use of a One-Station Card - Shell One-Station Card is retained at the station for customer use inside only

TRANSACTION CARD GUIDE

10. TRANSACTION CARD FRAUD & SECURITY

Fraud Prevention Alert

Card fraud is a serious problem in our industry today. Site management is the first line of defense . Shell reserves the right to suspend EPOS transactions, require zip code prompting, and to take other measures if fraud is suspected

PCI/Fines

Retailers are responsible for PCI compliance and compliance with federal and state laws, rules, and regulations related to privacy.

Fraud Awareness

The following are examples of suspicious activity that may indicate fraud and require a Code 10 authorization at point of sale: • Signature on sales invoice does not resemble the signature on the back of the card. • Name on the card is different than the other identification that may be presented. • Person presenting the card does not appear to be the cardholder according to the name on the card. • The card being presented is either expired or not valid. • Numerous purchases in a short period of time with the same card by the same person. • Numerous purchases in a short period of time with the same card by different people. • Excessive non-automotive purchases such as cigarettes, beer, or other resalable items. • Cardholder states that their card is good and that Retailer should have no reason for concern or tries to rush Retailer to complete the sale. • Lack of concern when completing a high dollar sale. • Requests for cash on a credit card. • Purchase of unmounted tires. • Unknown hardware attached inside or outside of pumps.

Code 10 Authorization Procedures

If Retailer feels that a card has been altered, is counterfeit, or Retailer is in any way uneasy about completing the transaction, immediately call the voice authorization number for the appropriate credit card as listed in the “Important Telephone Number Section". For Shell Card accounts, Retailer should state that Retailer has a Code 10 transaction. Retain the card while following the operators’ instructions. If the operator instructs Retailer to keep the card, do so only if Retailer can by PEACEFUL means ... Retailer’s safety comes first.

Other Fraud Prevention Procedures

1. Verify that the card is being returned to the right customer. Retailer should repeat the customer's name (located on the card) when returning the card. This will help eliminate card switches.

TRANSACTION CARD GUIDE

TRANSACTION CARD FRAUD & SECURITY (CONT’D)

2. Immediately put all cards left at the station in a locked and secured place to avoid potential loss and fraud. If the customer does not contact the station within 24 hours, call the number listed on the back of the card for direction.

3. Keep all credit card account number records such as receipts and/or journals in a locked, secured place only accessible to management. When disposing of old receipts or journals, shred the documents or computer CD so the account number cannot be accessible.

4. Any unusual requests for card account numbers and/or information should not be complied unless authorized by appropriate Shell representatives.

5. Daily Journal Review: Station level Management should review journal tapes daily. Be aware that the following situations may be indicative of fraud and should be investigated immediately: a. Larger than usual amounts or recurring even amounts such as $25.00 or $30.00. b. Greater than usual card activity in comparison to cash transactions. c. Repeated card use, credit memos, conditional sales and authorizations for credit transactions only.

One-Station Credit Card

Retailer is responsible for the security of all Shell One-Station Credit Cards. Shell One-Station Credit Cards are retained at the station for customer use only. Retailers are the first line of defense against credit card fraud/ fraud losses.

A security review process should be immediately implemented to ensure:

• Shell One-Station Credit Cards are kept in a secure area, not accessible to unauthorized personnel. • Receipts and invoices are kept in a locked/secure area. • A daily review of Shell One-Station Credit Card transactions by station management to ensure validity and accuracy of all sales.

Fraud Impacts

Retailers can be affected if fraud situations go undetected or are not dealt with in a timely manner. Those impacts can include:

• Cost of chargebacks • Lost customers/customer inconvenience due to stolen/counterfeit cards • Monetary fines/penalties assessed by card associations • Law enforcement inquiries • Termination of merchant agreements • Termination of Shell’s Card Acceptance program

TRANSACTION CARD GUIDE

TRANSACTION CARD FRAUD & SECURITY (CONT’D)

In addition to the above restrictions or penalties, locations exceeding acceptable levels of fraud may be subject to the Fraud Watch Program that include, but are not limited to:

Fraud Watch Program

• Zip Code Prompting – prompts customer to enter billing zip code of credit card being used • Change in Authorization Limits • ICR Referrals (See Cashier) – customer referred inside the station to complete transaction. • Change in Velocity – number of times a credit card is used at the ICR within a 24-hour period

If Retailer is suspicious that a transaction may be fraudulent, do not hesitate to call the Credit Card Authorization Center, telephone number listed on the back of the card, and ask for a “Code 10” authorization.

For additional fraud information please refer to the Credit Card Fraud section at www.shellsource.com/ShellSource/Cards

TRANSACTION CARD GUIDE

11. MANUAL IMPRINTED SALE

Sales

Use only when directed by EPOS terminal or the terminal is not working.

Sales made on a D-16 invoice MUST NOT be entered into the EPOS terminal. Credit cards must be current/not expired and invoices must be signed by the customer.

Form D-16 Requirements

STANDARD – The below items should be included on all paper transactions.

• Date of sale • Record total dollar amount and type of fuel purchased (gasoline, diesel, CNG). Diesel and CNG are to be recorded on the "Other" line. • Quantities (gallons of gasoline, quarts of oil, etc.) • Other purchase descriptions (tires, batteries, accessories, repairs, specialties, etc.). • Price per gallon or per quart • Tax on non-fuel sales • Initials to indicate that Retailer verified the credit card has a valid expiration date. • Be sure initials are INSIDE the box. • Record the authorization number on D-16 invoice

Additional information required per card type

Shell Card, Fleet and One-Station Credit Cards: • Record vehicle tag number and state on D-16 invoice

Shell Fleet Plus: R etailer must complete the transaction in compliance with the restriction requirements defined on page 11 – “Credit Cards Accepted – Shell Fleet Plus Cards”

Shell Canada: Transactions can only be processed manually. • Credit card must be valid and invoices must be signed by the customer • For sales of $65 and above, call toll free 1-800-661-2278, 24 hours, 7 days a week • Record authorization number on D-16 invoice.

MasterCard, Visa, Amex, Diners and Discover:

If EPOS terminal is inoperable, complete the sale using a D-16 invoice.

Wright Express and Voyager

If terminal is inoperable and transaction is over authorization limit do the following: • Wright Express Universal Fleet Card call 1-800-842-0071 o Include driver identification number and odometer reading • Voyager Card call 1-800-987-6589.

Record authorization number on D-16. If denied authorization, do not complete transaction.

TRANSACTION CARD GUIDE

MANUAL IMPRINTED SALE ( CONT’D )

Finalizing Sale

• Set imprinter (dollar) wheel to reflect total amount of the transaction. • Insert customer credit card and D-16 into the Manual Imprinter. Move imprinter handle completely from left to right and return to imprint customer information and amount of the sale. Imprint D-16 invoice. • Check for imprinting errors • Obtain customer’s signatures • Give customer top copy of D-16

Following is an example of a completed D-16:

TRANSACTION CARD GUIDE

12. MANUAL TRANSACTION

Invoice Batch Preparation

When sending in D-16 invoices for reimbursement, be sure to include a separate D-13 form which is used to summarize your manual transactions.

D-16 invoices: 1. Separate Merchant's Copy from back copy and retain Merchant's Copy for your records 2. Stack in groups of 35 (maximum) 3. Obtain a total of the invoices in each stack using the imprinted dollar amount 4. Station identification number (WIC number) and address location must be imprinted on every invoice. 5. Do not include adding machine tape, EPOS receipts, and EPOS journal tapes with group, as they will be discarded.

D-13 form: 1. Enter total dollar amount of each group on D-13 in "Net Amount" box 2. Enter the total number of invoices in the space provided on D-13 3. Place retailer plastic in the imprinter in the same manner as a credit card and imprint 4. Place D-13 form in imprinter in the same manner as a D-16 5. Set money levers to correspond with the total dollar amount of the D-16's and imprint that amount

Example of a properly completed D-13

Invoice Batch Submission

1. Separate back copy of D-13 form from top tissue and carbon. 2. Top tissue and carbon copy: retain for your records for a minimum period of 6 months. 3. Back copy: place on top of D-16's group. Be sure the D-13 and all D-16's are turned face up with imprint displayed on top. DO NOT USE STAPLES 4. Insert only one D-13 form and no more than 35 D-16 invoices in each E-61 white envelope. 5. Seal the envelope. Attach proper postage. THIS GUIDE (REV. 10-11) SUPERSEDES ALL PRIOR ISSUES 42  Copyright 2011 Shell Oil Products US. All rights reserved.

TRANSACTION CARD GUIDE

MANUAL TRANSACTION (CONT’D )

NOTE: DO NOT enclose adding machine tapes, rubber bands, staples, paper clips, credit cards, EPOS receipts, EPOS journal tapes or any other foreign matter in the envelope.

Envelope

E-61 env. (White Envelope)

• Used for mailing D-16s to Shell Processing Center – Dallas, TX • Maximum of (35) D-16 invoices and (1) D-13 total card per envelope. • Attach proper postage.

______

______E-61 REV 01/01

SHELL PROCESSING CENTER PO BOX 619093 DALLAS TX 75261-9093

Reimbursement

For reimbursement all D-16 invoices must be submitted within 10 days of the original date of sale to:

Shell Processing Center P. O. Box 619093 Dallas, TX 75261-9093

Card Issuers require that transactions must be processed within 20 days of the sale date. This will allow proper time for manual processing, which can take up to 10 business days. *Effective for all transactions processed on or after May 18 th , 2011

Invoice Form Retention

• D-13 total card and D-16’s MUST BE retained for at least 180 days from the date submitted. • D-13 form top tissue and carbon copy. • Retain for Retailer’s records along with carbons (Merchant’s Copy) of D-16 invoices.

TRANSACTION CARD GUIDE

13. INVOICE RETRIEVAL REQUEST

• D-13 total card and D-16’s MUST BE retained for at least 180 days from the date submitted. • Requests for D-16 copies may be made up to 180 days from date of sale. • Retailer’s records may be requested to correct or verify invoices submitted or to reconstruct any invoice(s), which may become damaged, lost or stolen while in the possession of Shell, any carrier or other party. • Retailer MUST provide Shell with Retailer’s tissue retention copies within 15 days of demand. • If Retailer fails to do so, Shell may charge Retailer, and Retailer MUST pay Shell, the full amount originally credited or paid to Retailer. • For any invoice retrieval request, retain photocopies of items submitted.

NOTE : These requirements are for Retailer’s protection as Retailer’s tissue retention copies may be the only records available.

TRANSACTION CARD GUIDE

14. IMPRINTER

Hardware

Model 4875

The manual imprinter is designed to mechanically imprint D-16 Invoice Forms (Customer Communication) and Forms D-13 (Station Totals) for transactions not processed by the EPOS terminal.

Imprinter plates used on a Shell issued imprinter must be supplied by Shell - NO EXCEPTIONS. Do not alter the plate in any manner.

Imprinter Plate for Preparing D-16

Only use stainless steel plates provided by Shell. Plates to include: • The WIC / “11-digit merchant number” on top line of retailer plate • Wholesaler/Retailer plates have a WIC number beginning with “4” or ”5” • Direct retailer plates have a WIC number beginning with “1,2,3,4,5,6,8,9”

TRANSACTION CARD GUIDE

IMPRINTER (CONT’D)

Imprinter Plate for Preparing D-13

All manual invoices are to be summarized on form D-13 (Total/Summary Card) and the form imprinted with the appropriate plastic below. • The WIC / “11-digit merchant number” appears above the name • Wholesaler/Retailer plates have a WIC number beginning with “4” or ”5” • Direct Retailer plates have a WIC number beginning with “1,2,3,4,5,6,8,9”

Replacement - Hardware

1. Call Addressograph Corporation at 1-800-633-9143. Hours are 7:00 a.m. - 4:00 p.m. CST, Monday through Friday.

2. Give the following information when requesting a new imprinter: • WIC number • Retailer name and phone number • Location delivery address (exact street address) • Note: UPS cannot deliver to a Post Office Box number • Imprinter serial number (if applicable) • Any "special" delivery instructions

3. When Retailer receives the new imprinter: • Remove the plastic or stainless steel plate from the defective imprinter. • Make sure replacement imprinter works properly before packaging the defective imprinter. • Package defective imprinter in the same carton the replacement imprinter was received. • Handling instructions concerning return of imprinter are in carton.

4. UPS will automatically return and pick up defective imprinter. Important: Obtain and retain a receipt from UPS driver as proof that the imprinter was returned.

Replacement – Plastics and Metals

To order new plastics and/or imprinter plates, please order through Shell Source website or Refer to “Important Telephone Numbers”. • DESTROY ANY OLD PLASTICS AND METALS WHEN NEW ONES ARE RECEIVED

TRANSACTION CARD GUIDE

15. GLOSSARY

Approval Code The number obtained from a Credit Card Authorization Center that must be keyed into the EPOS terminal when requested or written on a D-16 when required.

Authorization An approval number obtained by calling a credit card authorization center for a specified transaction.

Chargeback Chargebacks are sales transactions that are debited to Retailer. Chargebacks occur when the cardholder disputes a sale or when it is determined by the card issuer that the transaction has been improperly processed.

PCI (Payment Card Industry Data Security Standard) are specifications developed and used by credit card companies for the purpose of ensuring and enhancing the privacy and security of financial data.

Code 10 A code word used when calling for credit card authorization to alert the issuer of suspicious transaction.

Credit Card Authorization A center that supplies authorization approval codes for specified Center transactions.

D-13 A total summary form filled out when manual transactions are required.

D-15 A Shell Card invoice used exclusively with an EPOS terminal in lieu of roll paper.

D-16 A Shell Card form used to finalize a manual transaction. D-16 ‘s must be submitted to the Shell Processing Center within 10 days from the date of sale.

Retailer Plastic / Card A plastic card issued to the Retailer and used when preparing D- 13’s.

Electronic Point of Sale The capture of card sales electronically. (EPOS)

EPOS Sale Invoice D-15 or roll tape receipt.

EPOS Terminal A computer placed in Shell service stations to electronically transmit card sales to Shell’s host for processing.

Fleet Account Refers to a commercial or tax exempt Shell account.

Hologram A 3-dimensional picture that appears on the face of a Visa or MasterCard.

TRANSACTION CARD GUIDE

GLOSSARY (CONT’D)

Identification See “Verify Driver’s License.”

Imprinter A machine used to manually imprint invoices.

Imprinter Plates Metal or plastic plates provided by Shell to be used on manual imprinters, which includes Retailer name and 11-digit merchant number.

Island Card Reader (ICR) Card reader connected to the pump, which may be activated by the customer’s card.

Journal Tape A paper roll used with some EPOS terminals. A detailed account of all EPOS terminal transactions is printed on the journal tape.

Magnetic Stripe A magnetized stripe on the back of a card that contains specific information.

Mail Information received through the EPOS terminal or www.shellsource.com .

Request For Copy of A request made by a card issuer for a signed original receipt to Original Sales Ticket satisfy a questionable transaction. (RFCO)

Roll Tape Receipt A 1 or 2 part continuous form used by EPOS terminals in conjunction with a “real-time” journal printer.

Shell Processing Center Shell’s Credit Card processor who handles any manual transactions that could not be processed through the EPOS terminal.

Special Handling Accounts whose transactions cannot be processed under EPOS and require manual D-16 submission.

“Swiping” a Card To pass a credit card or retailer card through the EPOS terminal card reader.

Verify Driver’s License If last name on the driver’s license is not the same as the last name embossed on the credit card, the credit card must not be honored unless the authority of the user is first established. In all cases where the name is not the same as the name embossed on the credit card, the sale is made at the Retailer’s own risk. DO NOT WRITE DRIVER’S LICENSE NUMBER ON INVOICE.

Voice Authorization A center that supplies authorization approval codes for specified Center transactions.

WIC 11-digit Wholesaler/Retailer Merchant number used to identify site for processing transactions.