Operating Guide June 2021 Operating Guide OG2021/06 Table of Contents CHAPTER 1. ABOUT YOUR CARD PROGRAM ........................................................................................1 About Transaction Processing ...................................................................................................................................... 1 General Operating Guidelines ...................................................................................................................................... 2 CHAPTER 2. PROCESSING TRANSACTIONS...........................................................................................4 Company Compliance ................................................................................................................................................... 4 Transaction Processing Procedures ............................................................................................................................. 6 Authorization................................................................................................................................................................. 7 Settling Daily Transactions ........................................................................................................................................... 9 Settlement (Paying Company for Transactions) ....................................................................................................... 10 Transaction Processing Restrictions .......................................................................................................................... 11 Processing Credit (Return and exchage) Transactions ............................................................................................. 12 Transaction Receipts ................................................................................................................................................... 12 Processing Card Not Present Transactions................................................................................................................ 14 Additional Requirements Applicable to All Debit Card and Prepaid Card Transactions ........................................ 18 Additional Requirements Applicable to PIN-Authorized Debit Card Transactions................................................. 19 Card Not Present (CNP) Debit Card Transactions ..................................................................................................... 22 Debit Optimization Program ...................................................................................................................................... 23 EBT Transactions ......................................................................................................................................................... 24 Other Transaction Types............................................................................................................................................. 24 PCI Compliance Program ............................................................................................................................................ 28 CHAPTER 3. PREVENTING CARD FRAUD............................................................................................ 29 Identifying Suspicious Customer Actions .................................................................................................................. 29 Identifying Suspicious Card Not Present Transactions ............................................................................................. 30 Identifying Valid Cards ................................................................................................................................................ 30 Identifying Suspicious Employee Actions .................................................................................................................. 33 Factoring ...................................................................................................................................................................... 33 CHAPTER 4. CODE 10 PROCEDURES ................................................................................................. 34 Code 10 Authorization Numbers................................................................................................................................ 34 What to Do with an Unauthorized Card .................................................................................................................... 34 CHAPTER 5. RETRIEVAL REQUESTS AND CHARGEBACKS ....................................................................... 36 Notification of Retrieval Requests and Chargebacks................................................................................................ 36 Retrieval Requests....................................................................................................................................................... 37 Chargebacks................................................................................................................................................................. 37 Excessive Activity......................................................................................................................................................... 39 CHAPTER 6. INTERNATIONAL TRANSACTIONS .................................................................................... 40 Dynamic Currency Conversion Transactions ............................................................................................................. 40 Company Responsibilities and Restrictions............................................................................................................... 40 DCC Written Disclosure Requirements...................................................................................................................... 40 Dcc Transaction Receipt Requirements..................................................................................................................... 41 Mail Order (MO) Transactions.................................................................................................................................... 41 Electronic Commerce Transactions ........................................................................................................................... 42 Priority/Express Check-Out Transactions (Limited T&E Situations) ........................................................................ 42 Multi-Currency Conversion......................................................................................................................................... 42 i Operating Guide OG2021/06 CHAPTER 7. PIN-LESS BILL PAYMENT TRANSACTIONS .......................................................................... 43 CHAPTER 8. NO SIGNATURE/PIN REQUIRED TRANSACTIONS ................................................................. 46 CHAPTER 9. WIRELESS SERVICE TRANSACTIONS ................................................................................. 47 CHAPTER 10. STAND-IN/STORE AND FORWARD APPLICATION TRANSACTIONS .......................................... 49 CHAPTER 11. VEHICLE RENTAL OR LEASING AUTHORIZATION PROCEDURES .............................................. 50 Preparation of Transaction Receipts.......................................................................................................................... 50 Vehicle Rental or Leasing Ancillary Charges.............................................................................................................. 51 CHAPTER 12. LODGING ACCOMMODATIONS AUTHORIZATION PROCEDURES ............................................ 52 Preparation of Transaction Receipts.......................................................................................................................... 52 Lodging Accommodations Ancillary Charges ............................................................................................................ 53 Lodging Reservation Service....................................................................................................................................... 54 Lodging Pre-Payment/Advance Deposit.................................................................................................................... 55 Priority/Express Check-Out Services.......................................................................................................................... 57 CHAPTER 13. PETROLEUM SERVICES................................................................................................ 59 Provisions Applicable to All Petroleum Services ....................................................................................................... 59 Company’s Obligations for Smartlink Services.......................................................................................................... 60 Voyager Card Acceptance........................................................................................................................................... 61 Wright Express Card Acceptance ............................................................................................................................... 61 Private Label Card Acceptance................................................................................................................................... 62 CHAPTER 14. CONVENIENCE FEE, SURCHARGE, AND GOVERNMENT/