Card Acceptance Guide
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Card Acceptance Guide Released June 2011 Revision 12 Global Payments Inc. 10 Glenlake Parkway NE North Tower Atlanta, GA 30328 i This Guide contains information protected by copyright. No part of this material may be duplicated, reproduced or disclosed in any form without prior written consent from Global Payments. The information contained in this guide is proprietary and confidential to Global Payments and merchants who have executed an Agreement with Global Payments for card payment services. Global Payments reserves the rights to add, modify, or cancel any and all provisions described in this Guide, as it deems appropriate, with or without advance notice. For the latest version of this guide, please visit our Web site: This guide is part of your Global Payments Inc. (herein after referred to as Global Payments) Merchant Agreement Note and you must follow the procedures in this Guide to comply with your Agreement. To order a printed copy of the Card Acceptance Guide, fill out the request form at https://www.globalpaymentsinc.com/USA/customerSupport/cagform.html. Global Payments Inc. and Global Payments are registered trademarks of Global Payments Inc. © 2011 Global Payments Inc. and may not be copied, imitated, or used, in whole or in part, without its prior permission. All ALL RIGHTS RESERVED, Printed in the USA other trademarks, product names, and logos identified or mentioned herein are the property of 10 Glenlake Parkway NE, North Tower, Atlanta, GA 30328 their respective owners. ii Important Information Global Payments Merchant Number Customer Service Telephone Number 866-485-8999 Supplies Phone Number 866-485-8999 Terminal Help Desk 866-485-8999 Code 10 Authorization Telephone Number 1-800-944-1111 My Biz Perks www.mybizperks.com 877-898-1992 PCI Compliance Program www.mypci.com To reach VISA® or MasterCard®: www.usa.visa.com www.mastercard.com/us iii Important Information Using the Card Acceptance Guide The Global Payments Card Acceptance Guide was created to provide merchants a reference tool for important payment processing and industry information. Please refer to the following list of Top Ten Best Practices merchants should be knowledgeable about before accepting card payments. 1. Completing an Electronic Transaction – Page 10 Learn the simple steps to complete a transaction fully and accurately. 2. Managing Authorization Requests – Page 13 Understand card issuer responses on authorization requests. 3. Processing eCommerce Transactions – Pages 18-20 Accept online payments from customers quickly and securely. 4. General Merchant Best Practices – Pages 25-26 Process card payments safely, efficiently and in compliance with all industry standards. 5. Examples of Prohibited Transactions – Pages 27-28 Avoid accepting transactions that will lead to loss or penalties. 6. Providing Refunds – Pages 30-31 Limit the hassle of return or exchange transactions. 7. Chargeback Prevention Best Practices – Page 36 Reduce the risk of receiving a chargeback notification with these precautions. 8. Contacting Customer Care – Page 37 Call Global Payments Customer Care for assistance with general inquiries or issues. 9. Understanding Merchant Statements – Pages 39-40 Accurately read and understand the various components of monthly merchant statements. 10. Preventing Fraud and Spotting Counterfeit Cards – Sections 5 and 6 Protect against fraudulent transactions and avoid accepting counterfeit cards. iv Table of Contents Introduction ......................................................................... 1 Purpose ......................................................................................................1 Global Payments – An Advocate in Payment Processing....................................1 Global Payments’ Role ..................................................................................2 Independent Sales Organizations’s (ISO) Role ..................................................3 Merchants’ Role ...........................................................................................3 Need Assistance? .........................................................................................4 Section 1: Card-Present Transactions ..................................... 5 Customer/Cardholder ....................................................................................5 Bankcards and Issuers ..................................................................................5 Merchants ...................................................................................................5 How the Transaction Process Works ...............................................................6 Authorization and Electronic Data Capture ......................................................6 Authorization and Capture – PIN Debit ...........................................................7 Settlement ..................................................................................................7 Merchant Funding ........................................................................................8 Electronic Data Capture and IVR Merchants ....................................................8 Retention of Sales Drafts ...............................................................................8 Draft Retrieval Requests ...............................................................................9 Sample Sales Draft Retrieval Request .............................................................9 Merchant Deposits .....................................................................................10 Completing an Electronic Transaction ...........................................................10 Determining Card Validity ...........................................................................10 Visa Cards .................................................................................................10 MasterCard Cards ......................................................................................11 Discover Cards ...........................................................................................12 American Express Cards ..............................................................................12 Compare Account Numbers .........................................................................12 Available Fraud Controls .............................................................................12 Request Authorization.................................................................................13 v Table of Contents Print the Sales Draft ...................................................................................14 Obtain and Compare Signatures ...................................................................15 Commercial Card Transaction ......................................................................15 Section 2: Card-Not-Present Transactions ............................. 17 Completing Electronic Commerce Transactions ..............................................18 Merchant Web Site and Electronic Transaction Requirements ..........................19 Transaction Receipt Requirements ...............................................................19 Completing Mail Order and Telephone Order (MOTO) Transactions ..................20 Completing Recurring Bill Payment Transactions ...........................................21 What is a Recurring Payment? .....................................................................21 How is a Recurring Payment Different from Other Forms of Payment? ..............21 What should be on an Order Form? ..............................................................21 Other Requirements and Prohibitions for Recurring Transactions ...................22 Best Practices for Use of Convenience Fees ...................................................23 Section 3: Card Acceptance ................................................. 25 Best Practices for Merchant Use ..................................................................25 Point-of-Sale Protection ..............................................................................27 Personal Information ..................................................................................27 Prohibited Transactions ..............................................................................27 Examples of Prohibited Transactions ............................................................28 Accepting Debit and EBT Cards ...................................................................28 EBT Processing ..........................................................................................29 Returns and Exchanges ...............................................................................30 Limited Acceptance Merchants ....................................................................31 Section 4: Operating Guidelines ........................................... 33 Month-End Settlement ...............................................................................33 Draft Laundering or Factoring ......................................................................33 Charge Restrictions ....................................................................................33 Protecting Cardholder Privacy ......................................................................34 Proper Display of Signage ...........................................................................35 Chargebacks ..............................................................................................35 vi Table