Compare Account Numbers
While the transaction is being processed, check the card’s features and security elements to make sure the card is valid and has not been altered. Compare account numbers displayed on the terminal or printed on the sales draft to the embossed number on the customer’s card. If the numbers match, enter the amount of the transaction into the terminal and request authorization. If the numbers do not match,
call the authorization center and say, “Code l0.” Follow theinstructions the operator gives over the telephone.
Available Fraud Controls
Most point of sale devices have the ability to perform fraud controls. This functionality will help in identifying potentially counterfeit credit cards, and assist in avoiding potential chargeback losses to your merchant account. If the controls are ‘on,’ you will
be prompted to input the last four digits of the card number after initially swiping the card. If there are no issues identified, the transaction will proceed as normal. If there is a possible problem, the point of sale device will display a ‘mismatch’ message. (see
“Request Authorization” below) If you would like to know more about these controls, please contact your point of sale help desk.
Request Authorization
In the authorization process, the issuer approves or declines a transaction. In most cases, transactions are quickly processed electronically. However, to protect against fraud, the issuer may request information about the transaction. Typically, the authorization process is quick and easy, taking just a few seconds. Ninety-five percent of all authorization requests are approved. When requesting authorization, you may receive one of the following or similarly worded responses:
? Approved: This response means the issuer approves the
transaction. If you have a terminal printer, the approval is noted
automatically. If you do not have a terminal printer, write the
authorization code clearly on the sales receipt.
? Declined or Card Not Accepted: Issuer does not approve the
transaction. Do not process this transaction. Quietly inform the
cardholder that the card has been declined. Ask if the
cardholder would prefer to use an alternative form of payment.
Do not attempt to authorize for lower amounts.
? Call or Call Center, or Referral: This means that the issuer
wants the associate to call. Call the Voice Authorization Center
and follow the operator’s instructions. Most of these transactions are authorized, and you may want to inform the
cardholder this is to protect against fraud.
? Pickup: Means that the issuer wants the sales associate to keep
the card. If you can, try to retain the card; however, never put
yourself in any danger.
? Mismatch: When using the available fraud control features
(see “Available Fraud Controls” above), if the 4 digits that
were entered do not match the information imbedded on the
magnetic stripe, this message appears. Start the transaction
again, re-entering the 4 digits as requested. If the message
appears again, the card is potentially counterfeit or fraud. In
this case, follow Code 10 procedures, and do not accept the
card as a form of payment.
Print the Sales Draft
Follow these steps if you are using a printer.
1. Have the cardholder sign the printer-generated sales draft.
2. Compare the signature on the sales draft with the signature
on the back of the card. Make sure that the signatures
match.
3. If the signatures match, hand the cardholder the customer
copy of the sales draft and return the card. Your sale is
now complete.
4. If the signature looks suspicious, or if you are suspicious
about the card, call your voice authorization center at 1-
800-944-1111 and request a Code 10 authorization. You
must also take a manual imprint of the sale.
5. If the display on the terminal is CALL, call the voice
authorization center number at 1-800-944-1111. When the
authorization operator answers, give the following
information:
- Bank Identification Number
- Your Merchant Identification Number
- Cardholder Account Number
- Amount of Sale (dollars and cents)
- Expiration date on the card
6. Write the authorization code on the provided space on the
sales draft
7. Compare the signature on the sales draft with the signature
on the back of the card. They must match.
8. Hand the cardholder the customer copy of the sales draft
and return the card. Your sale is now complete.
To reduce your risk of incurring a chargeback on a fraudulent card,when receiving a referral response, the issuing bank requests anauthorization through a voice operator. Contact our voiceauthorization center and speak directly to an operator. Do not use
the Automated Response Unit (ARU) on these voice referraltransactions.
If a terminal swipe is unsuccessful, you must obtain an imprint of the card on a standard sales draft. Complete the sales draft including a signature and attach a copy to the printergenerated draft for your records. Follow these steps if your terminal is not connected to a printer:
1. Place the card on the imprinter face up. Make sure the
card is properly positioned so that all information
embossed on the card and your merchant identification
plate is legible on the sales draft.
2. Place the sales draft face up over the card in the imprinter,
making sure that the imprinter’s guides hold the draft
properly.
3. Move the imprinter handle completely across the draft with
a quick, firm motion, and return the handle to its original
position.
4. Be sure that the imprinted information is legible on ALL
copies of the draft. If not, print the complete information
above (not over) the imprinted information.
Note: Truncation mandates do not apply to manual card
imprints, only electronically printed cardholder receipts.
5. Use a ball point pen (not a soft felt tip), to enter the date,
description of merchandise or services, sales amount,
approval code, tax, total and clerk's initials on the draft.
6. Have the cardholder sign the sales draft.
7. Compare the signature on the sales draft with the signature
on the back of the card. They must match.
8. Hand the cardholder the customer copy of the sales draft
and return the card. Your sale is now complete.
All transactions authorized by phone need to be re-entered into your terminal in order to be electronically deposited. Follow the instructions in your terminal procedures for Force Transactions, located in your Global Payments Quick Reference Processing
Guide. Remember to imprint and fully complete a sales slip for all sales that are forced into the terminal. If the terminal is out of order, contact the Terminal Help Desk.
Obtain and Compare Signatures Have the cardholder sign the draft. Compare the signatures on the card and the draft. If the two match, return the card with the copy of
the draft. If they don’t match ask for additional information, such as a driver’s license or another credit card and call voice authorization center for instructions. If there is no signature on the signature panel on the card, ask for additional information. Have the cardholder sign the card, and then compare the signature to a signature on the government-issued ID (such as a driver’s license). Retain a copy of the sales draft for your records and for protection against possible dispute
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