CyberSource Merchant Account Guide March 2008 CyberSource Contact Information Please visit our home page at http://www.cybersource.com. To contact CyberSource Support, call 1-866-203-0975 (Pacific Time), Monday through Friday between 6 AM – 5 PM (excluding holidays). Copyright © 2008 CyberSource Corporation. All rights reserved. CyberSource Corporation ("CyberSource") furnishes this document and the software described in this document under the applicable agreement between the reader of this document ("You") and CyberSource ("Agreement"). You may use this document and/or software only in accordance with the terms of the Agreement. Except as expressly set forth in the Agreement, the information contained in this document is subject to change without notice and therefore should not interpreted in any way as a guarantee or warranty by CyberSource. CyberSource assumes no responsibility or liability for any errors that may appear in this document. The copyrighted software that accompanies this document is licensed to You for use only in strict accordance with the Agreement. You should read the Agreement carefully before using the software. Except as permitted by the Agreement, You may not reproduce any part of this document, store this document in a retrieval system, or transmit this document, in any form or by any means, electronic, mechanical, recording, or otherwise, without the prior written consent of CyberSource. Restricted Rights Legends For Government or defense agencies. Use, duplication, or disclosure by the Government or defense agencies is subject to restrictions as set forth the Rights in Technical Data and Computer Software clause at DFARS 252.227-7013 and in similar clauses in the FAR and NASA FAR Supplement. For civilian agencies. Use, reproduction, or disclosure is subject to restrictions set forth in subparagraphs (a) through (d) of the Commercial Computer Software Restricted Rights clause at 52.227-19 and the limitations set forth in CyberSource Corporation's standard commercial agreement for this software. Unpublished rights reserved under the copyright laws of the United States. Trademarks CyberSource, the CyberSource logo, SmartCert, and PaylinX are registered trademarks of CyberSource Corporation in the U.S. and other countries. The Power of Payment, CyberSource Payment Manager, CyberSource Risk Manager, CyberSource Decision Manager, and CyberSource Connect are trademarks and/or service marks of CyberSource Corporation. All other brands and product names are trademarks or registered trademarks of their respective owners. ii CyberSource Corporation Welcome Dear Merchant, Welcome to the CyberSource family! We've created this guide to provide you with an overview of the features available with your new CyberSource merchant account. If you have questions regarding any aspect of your CyberSource merchant account, please call 1-866-203-0975 (Pacific Time), Monday through Friday between 6 AM – 5 PM (excluding holidays). Please Note: Your merchant account provider (CyberSource) may be different from your payment gateway account provider. Please contact your payment gateway provider for any processing-related questions you may have regarding your payment gateway account. Figure 1 on page 2 explains these different roles. If CyberSource is both your merchant account and payment gateway provider, our more detailed Merchant Account Guide for CyberSource Gateways contains information specific to the CyberSource gateway. We look forward to serving your needs for years to come. Sincerely, The CyberSource Merchant Account Team A Registered ISO of Harris Trust and Savings Bank Buffalo Grove, Illinois CyberSource Merchant Account Guide • March 2008 iii [ This page intentionally left blank. ] iv CyberSource Corporation Contents Welcome.........................................................................................................................................iii Documentation Changes and Enhancements ........................................................................vii CyberSource Merchant Account Guide .....................................................................................1 Basics .................................................................................................................................................1 Batching & Funding ........................................................................................................................4 Monthly Statement & Fees.............................................................................................................5 Reconciliation...................................................................................................................................6 Chargeback & Disputes................................................................................................................10 Fraud Prevention...........................................................................................................................11 Support ...........................................................................................................................................12 CyberSource Merchant Account Guide • March 2008 v [ This page intentionally left blank. ] vi CyberSource Corporation Documentation Changes and Enhancements The following table lists changes made in the last release of this document: Month of Changes Release March 2008 • Initial release. CyberSource Merchant Account Guide • March 2008 vii [ This page intentionally left blank. ] viii CyberSource Corporation CyberSource Merchant Account Guide This document provides an overview of the features available with your new CyberSource merchant account, including how to safely accept credit card payments. Basics Thank you for establishing a merchant account with CyberSource. Your merchant account, combined with your payment gateway account, enables you to accept Visa and MasterCard credit and debit card payments from customers. It also sets up the banking relationship that transfers funds from your customers’ accounts to your business checking account. Your new CyberSource merchant account operates alongside your payment gateway account. The payment gateway captures credit card details (e.g. card number, expiration date) and purchase amounts, and transmits that data to the cardholder's credit card issuer to obtain a purchase authorization and initiate funds collection. CyberSource Merchant Account Guide • March 2008 1 Basics Figure 1 provides a basic overview Figure 1 Overview of a Sale Transaction of a sale transaction. Steps 1 through 8 occur in seconds, with funding (step 9) occurring within 4 to 6 days. This is one of three basic transaction types: authorization, capture, and sale. • Authorization—Reserves funds on your customer’s credit card for the purchase. • Capture—To have the money transferred to your account, you must capture the transaction. Credit card associations require that you ship the goods before you capture the funds. • Sale—Combines authorization and capture in the same request. 2 CyberSource Corporation CyberSource Merchant Account Guide Processing American Express and Discover Cards Your merchant account enables you to accept Visa and MasterCard. American Express (AMEX) and Discover have different processing procedures than Visa and MasterCard. If you would like to accept AMEX and/or Discover cards to potentially increase sales, consider the following instructions. • To add AMEX: Do you already have a merchant account established with AMEX? This account enables you, as a merchant, to accept transactions from AMEX card holders. Yes: If you already No: There are two options if you would like to have have an account with an AMEX account and don't already have it: AMEX, contact CyberSource with your Option 1: Sign up for an Option 2: Request that Service Establishment account with AMEX CyberSource register # (your AMEX account directly; contact you for a new AMEX number). CyberSource to provide account. There is no the SE# number. registration cost. • To add Discover: Do you already have a merchant account established with Discover? Yes: If you already have an No: If you don't already have account established with an account with Discover, Discover, please contact please contact CyberSource to CyberSource with your request they register you for a Discover account information. Discover account. Contacting CyberSource Any time you need help with your CyberSource merchant account, contact our merchant account support team at 866-203-0975. CyberSource Merchant Account Guide • March 2008 3 Batching & Funding Batching & Funding To accept an order, you perform an authorization, then request a capture after the goods ship, or perform a sale to combine the two if you are shipping the same day. After you capture transactions with a capture or sale transaction, your captured transactions are grouped together by your payment gateway into a batch that is sent to your payment processor. This initiates the process that moves funds from the customer to your bank account via your CyberSource merchant account. Basics about batches and funding: • Transactions are batched daily. The time depends upon your processor and your gateway provider. • After the transactions are batched, it typically takes 4 to 6 business days for Visa and MasterCard funds to be transferred to your bank account. • The money deposited to your bank account is a lump sum, not per transaction. You will receive one amount from CyberSource regardless of how many transactions