Card Acceptance Guide Updated March 2020 This Guide Contains Information Protected for the Latest Version of This Guide, Please Visit Our Web Site: by Copyright
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Card Acceptance Guide Updated March 2020 This Guide contains information protected For the latest version of this guide, please visit our Web site: by copyright. No part of this material may be globalpaymentsinc.com/en-ca duplicated, reproduced or disclosed in any form without prior written consent from Note This guide is part of your Merchant Agreement with Global Global Payments. Payments Direct, Inc. (hereinafter referred to as “Global The information contained in this guide is proprietary and Payments“ or “Global”) and you must follow the instructions confidential to Global Payments and merchants who have and procedures in this Guide to comply with your agreement. executed an Agreement with Global Payments for card payment services. Global Payments reserves the rights to add, modify, update, or cancel any and all provisions described in this Guide as it deems appropriate, from time to time, with or without advance notice. You are responsible for ensuring that you obtain and are using the most up to date copy of the Guide. ii Card Acceptance Guide Important Information Your Global Payments Merchant Number Global Payments’ Customer Care Centre Telephone Number Your Global Payments Sales Representative Telephone Number Authorization Telephone Number 1.800.268.8241 For more information on additional products and services from Global Payments, contact 1.800.263.2970 or visit our website at: globalpaymentsinc.com/en-ca Please refer to the American Express OptBlue Program Merchant Guide: www.americanexpress.ca/optblueguide For more information about VISA®, Mastercard®, American Express®, Interac® Direct Payment, Discover® or UnionPay® please visit the applicable websites at: www.visa.ca www.mastercard.com/canada www.americanexpress.com/canada www.interac.ca www.discover.com www.unionpayintl.com/en/globalCard/acceptance/canada.shtml Card Acceptance Guide iii iv Card Acceptance Guide Table of Contents Your Advocate in Payment Processing. 1 Our Role ....................................................................... 1 Your Role ....................................................................... 1 Need Assistance? ................................................................ 1 Introduction .................................................................... 3 The Parties Involved in the Transaction ................................................ 3 How the Transaction Process Works .................................................. 3 Our Business Model .............................................................. 4 Retention of Sales Drafts ......................................................... 7 Protecting Cardholder Privacy ..................................................... 9 Data Security Standard (PCI DSS) ..................................................11 Qualified Security Assessors (QSA) ...................................................11 Third Party Service Providers ........................................................11 Third Party Payment Applications ....................................................11 Merchant Levels and Validation Requirements ..........................................11 Operating Procedures ........................................................... 15 General ....................................................................... 15 Proper Use of Marks ............................................................. 15 Proper Display of Signage ......................................................... 15 Card Acceptance Restrictions ...................................................... 15 Sales Procedures — EMV Chip ..................................................... 17 Other Important Facts ........................................................... 19 Sales Procedures — Contactless (proximity) ........................................... 19 Sales Procedures — Credit ........................................................ 19 Sales Procedures — VISA Easy Payment Service ....................................... 20 American Express No Signature Program ............................................. 20 Electronic Data Capture Merchants .................................................. 20 Processing Paper Drafts .......................................................... 22 Using the Imprinter .............................................................. 23 Authorizations .................................................................. 23 Code 10 Authorization ............................................................ 23 Sales Procedures — Interac Debit ................................................... 24 Depositing Your Sales Drafts ....................................................... 25 Returns and Exchanges ........................................................... 25 UnionPay (UP) Card Transactions .................................................... 26 Delayed Sales .................................................................. 26 Card Acceptance Guide v Table of Contents Table of Contents Card Not Present Transactions ...................................................... 27 Forgotten Credit Cards ........................................................... 30 Month-End Settlement Adjustments ................................................. 30 Other Available Services ......................................................... 31 Tele-Deposit .................................................................... 31 Pay@Pump ..................................................................... 31 Push Funds .................................................................... 31 Lodging Merchant Procedures ..................................................... 32 Draft Retrieval Requests ......................................................... 33 Sample Sales Draft Retrieval Request ................................................ 33 Chargebacks ................................................................... 35 Examples ...................................................................... 35 Precautions .................................................................... 36 Your Right to a Rebuttal ........................................................... 37 How to Help Reduce Chargebacks .................................................. 37 Special Sale Circumstances ...................................................... 39 Mail Orders, Telephone Orders and Internet Orders ..................................... 39 POS Solutions ................................................................. 41 POS Solutions and Security ........................................................ 41 Communication Lines ............................................................ 41 Supplies ....................................................................... 41 Understanding your Statement ................................................... 43 Questions about Your Statement .................................................... 43 Customer Service .............................................................. 47 Dispute Resolution .............................................................. 47 Card Acceptance Best Practices ................................................... 49 Working Together to Prevent Fraud .................................................. 50 Prohibited Transactions ........................................................... 50 Take Charge of Chargebacks ....................................................... 52 Processing Transactions Manually with an Imprinter ..................................... 52 Processing Transactions through an Electronic Point-of-Sale Terminal ........................ 52 Mail and Telephone Orders ........................................................ 52 Protecting your Internet Business ................................................... 52 Factoring or Credit Card Draft Laundering ............................................. 53 Spotting Counterfeit/Altered Cards .................................................. 53 Mastercard Formats ............................................................. 53 vi Card Acceptance Guide Table of Contents Table of Contents Visa Card Formats ............................................................... 55 Discover Formats ................................................................ 55 American Express Card Security Features ............................................ 55 Discover Formats ................................................................ 56 American Express Card Security Features ............................................ 57 Fraud Protection ............................................................... 59 Impersonation Fraud ............................................................. 59 Skimming ...................................................................... 60 Don’t Be Bullied ................................................................. 61 Deceptive Deliveries ............................................................. 61 The Manual Key-In ............................................................... 61 Borrowed Cards ................................................................. 61 One Person’s Trash Is Another’s Gold Mine ............................................ 61 The Terminal Repair Scam ......................................................... 61 Fraudulent Returns .............................................................. 62 International Credit Cards ......................................................... 62 Office Products