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Operating Guide

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Operating Guide Operating Guide February 2016 Operating Guide OG201602 Table of Contents Chapter 1: About Your Card Program .......................................... 1 About Transaction Processing ................................................................... 2 General Operating Guidelines ................................................................... 2 Additional Services .................................................................................... 4 Chapter 2: Processing Transactions ............................................ 6 Company Compliance ................................................................................ 6 Authorization .............................................................................................. 8 The Electronic Authorization Process ........................................................ 9 Full and Partial Authorization Reversals ................................................... 10 Settlement ............................................................................................... 10 Paying The Company For Transactions .................................................. 11 Transaction Processing Procedures ........................................................ 11 Transaction Processing Restrictions ......................................................... 13 Transaction Receipts ............................................................................... 13 Processing Card Not Present Transactions ............................................. 15 Paper Drafts ............................................................................................ 19 Processing Credit Transactions ................................................................ 20 Returns And Exchanges ........................................................................... 20 Additional Requirements Applicable to Debit Card, PIN-Authorized Debit Card and Prepaid Card Transactions ......................................... 21 Additional Requirements Applicable to PIN-Authorized Debit Card Transactions ...................................................................... 23 Special Requirements Applicable to Internet PIN-Based Card Transactions ............................................................................................. 25 Other Transaction Types .......................................................................... 27 Recurring Payments and Pre-Authorized Orders ..................................... 27 Quasi-Cash Transactions ......................................................................... 29 Contactless Transactions ......................................................................... 29 Chapter 3: Settling Daily Transactions ...................................... 31 Settling The Daily Batch .......................................................................... 31 Paper Deposits ........................................................................................ 31 Adjustments ............................................................................................. 32 Chapter 4: Preventing Card Fraud .............................................. 33 Identifying Suspicious Customer Actions ................................................. 33 i Operating Guide OG201602 Identifying Suspicious Card Not Present Transactions ............................ 34 Identifying Valid Cards ............................................................................. 35 Identifying Suspicious Employee Actions ................................................ 37 Factoring .................................................................................................. 37 Chapter 5: Code 10 Procedures .................................................. 38 CODE 10 Authorization Numbers ............................................................ 38 What To Do With An Unauthorized Card ................................................. 38 Chapter 6: Retrieval Requests and Chargebacks .................... 40 Notification Of Retrieval Requests And Chargebacks ...............................40 Retrieval Requests ...................................................................................41 Chargebacks .............................................................................................42 Excessive Activity ......................................................................................43 Chapter 7: International Transactions ........................................ 44 Dynamic Currency Conversion Transactions .............................................44 Your Responsibilities and Restrictions ......................................................44 DCC Written Disclosure Requirements ......................................................45 DCC Transaction Receipt Requirements ..................................................45 Mail Order (MO) Transactions ..................................................................46 Electronic Commerce Transactions ..........................................................46 Priority Check-Out and Express Return Transactions (Limited T&E Situations) ...........................................................................46 Multi-Currency Pricing ..............................................................................47 Chapter 8: Vehicle Rental or Leasing Authorization Procedures ............................................................................. 48 Preparation Of Transaction Receipts ........................................................48 Vehicle Rental Or Leasing Ancillary Charges ...........................................49 Chapter 9: Lodging Accommodations Authorization Procedures ............................................................................. 50 Preparation Of Transaction Receipts ........................................................50 Lodging Accommodations Ancillary Charges ............................................51 Lodging Reservation Service ....................................................................52 Advance Lodging Deposit Service .............................................................53 Priority/Express Check-Out Services .........................................................55 ii Operating Guide OG201602 Chapter 10: Convenience Fee and Government/Public Institution Service Fee Requirements ........................................................... 57 Convenience Fees ....................................................................................57 Government/Public Institution Service Fees .............................................. 59 Chapter 11: Electronic Benefits Transfer (EBT) Transactions ........................................................................... 63 Chapter 12: PIN-less Bill Payment Transactions ...................... 64 Chapter 13: No Signature Required Transactions .................... 67 Chapter 14: Wireless Service Transactions .............................. 69 Chapter 15: Store and Forward Application Transactions ....... 71 Chapter 16: Electronic Gift Card (EGC) Services ...................... 73 EGC Processing Services .........................................................................73 WebSuite Services ...................................................................................74 Processing Electronic Gift Card Transactions ........................................... 75 Electronic Gift Card Artwork ......................................................................76 Chapter 17: Petroleum Services ................................................. 77 Provisions Applicable To All Petroleum Services ......................................77 Company’s Obligations For Satellite Services ...........................................78 Company’s Obligations For SmartLink Services .......................................81 Company’s Obligations For Voyager Card Acceptance ............................ 82 Company’s Obligations For Wright Express Card Acceptance .................. 82 Company’s Obligations For Private Label Card Acceptance ..................... 82 Chapter 18: Converge Services .................................................. 84 Use of Converge Services ........................................................................84 Additional Terms Applicable to Converge Services ...................................84 Terms Applicable to Converge Tokenization Services ...............................86 Chapter 19: Payment Service Providers .................................... 88 Due Diligence of Sponsored Companies ..................................................88 Periodic Reporting Obligations ..................................................................90 Sponsored Company Agreement; Sponsored Company Oversight ........... 90 iii Operating Guide OG201602 Prohibited Sponsored Companies .............................................................91 High-Risk Payment Service Providers .......................................................92 Chapter 20: Services in Canada ................................................. 94 Chapter 21: Services in Puerto Rico ........................................ 102 Chapter 22: FanFare Loyalty and Gift Card Services .............. 107 General Features and Requirements ......................................................107 Fanfare Loyalty Services .........................................................................107 Fanfare Gift Card Services ......................................................................111 Chapter
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