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Card Processing Guide Merchant Operating Instructions

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Card Processing Guide Merchant Operating Instructions © 2019 GPUK LLP. All Rights Reserved. CONTENTS SECTION PAGE Welcome 1 Global Payments 1 About This Document 1 An Introduction To Card Processing 3 The Anatomy Of A Card Payment 3 Transaction Types 4 Risk Awareness 4 Card Present (CP) Transactions 9 Cardholder Verified By PIN 9 Cardholder Verified By Signature 9 Cardholder Verified By PIN And Signature 9 Contactless Card Payments 10 Checking Cards 10 Examples Of Card Logos 13 Examples Of Cards And Card Features 14 Accepting Cards Using An Electronic Terminal 18 Authorisation 19 ‘Code 10’ Calls 24 Account Verification/Status Checks 25 Recovered Cards 25 Refunds 26 How To Submit Your Electronic Terminal Transactions 28 Using Fallback Paper Vouchers 29 Card Not Present (CNP) Transactions 32 Accepting Mail And Telephone Orders 32 Accepting Internet Orders 33 Authorisation Of CNP Transactions 35 Confirming CNP Orders 37 Delivering Goods 37 Collection Of Goods 38 Special Transaction Types 39 Bureau de Change 39 Dynamic Currency Conversion (DCC) 40 Foreign Currency Transactions 40 Gratuities 41 Hotel And Car Rental Transactions 41 Prepayments/Deposits/Instalments 43 Purchase With Cashback 43 Recurring Transactions 44 Card Processing Guide © 2019 GPUK LLP. All Rights Reserved. SECTION PAGE Global Iris 47 HomeCurrencyPay 49 An Introduction To HomeCurrencyPay 49 Card Present (CP) HomeCurrencyPay Transactions 50 Mail Order And Telephone Order (MOTO) HomeCurrencyPay Transactions 52 Ecommerce HomeCurrencyPay Transactions 55 Mastercard And Visa Regulations 56 Refunds 57 Hotel And Car Rental Transactions 57 Frequently Asked Questions 58 Credits And Debits To Your Bank Account 62 Credits To Your Bank Account 62 Rejected Transactions 63 Service Charges 64 Reconciliation 64 Understanding Your Invoice 64 Chargebacks 65 Introduction 65 What Is A Retrieval Request? 65 How To Prevent Chargebacks 66 Data Security 70 Payment Card Industry Data Security Standard (PCI DSS) 70 Best Practices 70 What You Need To Do 71 Introducing Global Fortress – Level 4 Merchants 72 Level 1, 2 And 3 Merchants 73 Third Party Companies 73 What Happens If You Don’t Become Compliant? 73 If You Suspect A Security Breach 74 How To Reduce Fraud 75 Types Of Fraud To Look Out For 75 How Can I Protect My Business? 78 Global Iris Integrated Fraud Prevention Tools 82 Additional Important Information 83 Keeping You Informed 83 Stationery 83 Tally Rolls For Electronic Terminals 83 Producing Your Own Advertising 83 How To End The Card Processing Agreement 84 How To Contact Us 85 Global Payments Helpdesk 85 Our Authorisation Service 86 If You Want To Complain 86 Card Processing Guide © 2019 GPUK LLP. All Rights Reserved. WELCOME Welcome to Global Payments Card Processing, which has one simple aim… to provide you with a safe and secure service that represents very real value for money for your business. This means working hand-in-hand with you. We listen carefully to what you tell us about your needs in order to help us develop a thorough understanding of your business. We’ll strive to work with you in a way that’s professional, transparent and fair, including explaining how to comment on our service. GLOBAL PAYMENTS Global Payments is a trading name of GPUK LLP, which is one of the UK’s largest card processing providers and is a wholly-owned subsidiary of Global Payments Inc. Global Payments Inc. (NYSE: GPN) is a leading worldwide provider of payment technology services that delivers innovative solutions driven by customer needs globally. Our partnerships, technologies and employee expertise enable us to provide a broad range of products and services that allow our customers to accept all payment types across a variety of distribution channels in many markets around the world. Headquartered in Atlanta, Georgia USA with more than 4,300 employees worldwide, Global Payments is a Fortune 1000 Company with merchants and partners in 29 countries throughout North America, Europe, the Asia-Pacific region and Brazil. We’ve access to local/regional markets in over 40 countries in Europe and Asia and offer transactional sales in 140 currencies. We process more than 6 billion transactions every year, totalling over $350 billion annually and over 15,000 new customers join us every year. In the UK, Global Payments is HSBCs preferred strategic partner for card processing and together have an exclusive UK Marketing Alliance Agreement. ABOUT THIS DOCUMENT This Merchant Operating Instructions, together with the other documents listed in clause 1 of the Terms of Service, constitutes the Card Processing Agreement you’re making with us (the “Agreement”). For your own benefit and protection you should read this document carefully as it forms part of your Agreement upon which we intend to rely. If you don’t understand any point, please ask for further information. See page 85 for our contact details. If you accept card types that you hold a direct agreement with the card issuer to process, for example, you may have a separate contract with American Express, then acceptance of these cards are subject to the terms and conditions of that card issuer as well as our Agreement. What Do These Merchant Operating Instructions Tell You? These instructions provide you with: • an overview of the various ways in which we can support your business • information on how we credit you and other operational instructions Card Processing Guide 1 • critical information about the risks associated with cards as a method of payment and highlights some vital steps that you should follow to help raise your awareness and minimise your exposure to these risks • a guide enabling you to effectively accept card transactions so that you’ll benefit from your new card processing facility. Please read this document carefully as it contains critical information to help you avoid fraud. You should also keep a copy of these Merchant Operating Instructions somewhere convenient so that you and your employees can easily access them when required, but where customers or any other parties cannot access them. If you cannot find the information you need please contact us (see page 85 for our contact details). Please Keep Us Informed If Your Business Changes There are risks involved with card processing and we feel that it’s our duty to ensure that you’re aware of these risks. We’ll keep you informed of developments in the industry, including trends in fraudulent activity and advances in anti-fraud processes and technology. This will help you maintain your security at the highest level and reduce the potential risk to your business. To ensure we can keep you informed and ensure you’re receiving the services appropriate to your situation, please let us know if any of your business details change, such as: • your contact details (including email address or telephone number); • your address (including your trading address, correspondence address, head office address etc.); • the type of business being conducted by you; • significant changes in the volume of business you’re experiencing; • you intend to change the way you conduct business, for example, starting to trade on the internet or start using a new Payment Service Provider (PSP); • change in significant shareholding (usually defined as 25% or more); or • you sell your business or change its legal entity. To advise us of any of the changes listed above or others, please call our helpdesk (see page 85). Please Contact Us If You Have Any Questions Or Feedback Our aim is to provide you with the highest possible level of service. As such, we welcome all your comments and feedback. Please feel free to get in touch if you have any questions or comments about these instructions, or any aspects of the card processing service we provide. See page 85 for our contact details. Card Processing Guide 2 AN INTRODUCTION TO CARD PROCESSING Global Payments will work hand in hand with you to find the card processing solution that fits your business and provides a quality service at the right price. You’re able to choose from an extensive range of card processing solutions to increase your revenue, reduce your costs and minimise fraud, all of which are supported by first-class, personalised customer service. THE ANATOMY OF A CARD PAYMENT To help you understand card processing, we’ve broken down the process into easy to follow steps from taking a card transaction in a face to face sales environment, to receiving the funds for that transaction. This will help you see what happens in the background to make a card payment work. We will explain this in more detail throughout this document. Purchase 1. Your customer places their card in your card terminal and enters their PIN to verify the transaction. 2. While the purchase is processed, usually in seconds, we send a message to the Card Scheme of the card (for example, Mastercard or Visa) to authorise the payment with your customer’s card issuer. 3. Your customer’s card issuer checks the card’s security features, your customer’s credit limit and looks to see if the card has been reported lost or stolen. 4. The card issuer approves the purchase, advised to you through the terminal by providing the authorisation code. 5. The purchase is complete and your customer receives a receipt. End Of Day 1. You perform your end of day routine on your terminal. 2. All authorised purchases are batched and automatically sent to us for processing. Clearing 1. We sort your batch into the different Card Schemes, for example, Mastercard, Visa. 2. We send your sorted transactions to the relevant Card Scheme for processing. 3. The Card Schemes forward the transactions to your customers’ card issuers. 4. The transactions are debited to your customers’ accounts. Funding 1.
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