Acquiring Services Card Acceptance Manual

Transcription

1 Acquiring Services Card Acceptance Manual

2 Contents 1. Methods of payment acceptance 2. Using the terminal 2.1. How to start the terminal 2.2. Network status 2.3. Battery information 2.4. Menus 2.5. Terminal password 2.6. Reports 2.7. Send batch 2.8. Reprint 2.9. Software update Paper roll change Receipt information 3. Transaction process flows 3.1. Sale 3.2. Void 3.3. Refund 3.4. Preauthorization 3.5. Pre-Auth Completion 3.6. Offline sale 3.7. Mail/Phone order (MoTo) Warnings/Troubleshooting 4.1. Non-approved transactions 4.2. Non-supported transactions 4.3. General/Error messages 5. Security and fraud prevention guidelines 5.1. Some basic rules 5.2. Authorized technician visit 5.3. Card identification 5.4. Preventing fraud 5.5. Chargebacks and retrieval requests 5.6. Terminal device safety 6. PCI - DSS merchant compliance program 7. Merchant information and payments 8. Glossary

3 1. Methods of payment acceptance RCB provides to its clients 2 types of Electronic Funds Transfer Point of Sale (EFT-POS) Terminals A. Ingenico ict Ethernet type (Internet TCP/IP) 2. Using the terminal 2.1. How to start the terminal To SWITCH ON the terminal, press the GREEN button. B. Ingenico iwl 250 GPRS/3G (SIM Card) To SWITCH OFF the terminal, press the YELLOW and the DOT buttons at the same time for 2 seconds. RCB terminal accepts If the terminal is on the base or plugged in to the power outlet, it will always be powered on. To RESTART the terminal, press the YELLOW and the DOT buttons at the same time for 2 seconds. Please, leave the terminal ON at all times as it will go to SLEEP when not in use. 2 3

4 2.2. Network status Battery status appears in the top right hand corner of the terminal display. Green symbol: The terminal is connected to a network. Terminal is not connected to power: Charging base is connected: iwl 250 connected to 3G: ict 250 connected to ethernet: Red symbol: The terminal has an ethernet port but has not been assigned IP over DHCP. Please, keep the terminal charged at all times for proper usage. Connect the terminal to the charging base whenever is not in use Menus iwl 250: ict 250: The signal icon below represents the strength of the GSM mobile signal. The fewer bars indicated represents poorer network strength. If the signal is very poor, the terminal may not be able to communicate. In the menu, press numbers to go directly to your selection or use the arrow keys. Use the coloured keys at the bottom of the keyboard for the necessary actions: Please, leave the terminal CONNECTED at all times to ensure proper operation and updates Battery information Terminal iwl 250 is supplied with a removable, rechargeable battery. This battery recharges when the terminal is connected to the charger unit. RED: Cancel - press to immediately stop the current activity and return to the idle screen. YELLOW: Clear/Back - press to stop the current activity and restart the current activity, such as entering a password. GREEN: Enter - press to confirm and continue with the activity in progress. 4 5

5 Merchant Menu can be accessed by selecting F1 button. Through this menu, merchant may Analytical: Brief: select one of the options below. Report of all individual transactions that are Summary report of the totals per transaction included in the current batch and a summary type included in the current batch. 1-REPORTS: Report printing of current batch transactions. report of the totals per transaction type. 2-SEND BATCH: Batch close of current business day transactions. 3-REPRINT: Reprint transactions from current batch. 4-SETTINGS: Basic functions regarding language, contrast, keyboard sound and backlight. 5-SUPPORT: Technical functions to test terminal status, connections and/or send logs. Transactions Menu can be accessed by selecting F4 button. Through this menu, merchant may select one of the transactions below. 1-PURCHASE: Standard sale 2-VOID: Cancellation of a transaction within the same business day. 3-REFUND: Credit to a cardholder for a valid transaction that was previously processed. 4-MOTO: Transaction that is used to allow a sale when the card is not present. 5-PREAUTH: Temporary holds a specific amount of the available balance on a card that is provided upon booking/reservation. 6-OFFLINE: The offline sale transaction is used when a previous attempted transaction responded with network error or communication problem Terminal passwords The Merchant password will be asked in order to access specific menus or transactions. The Merchant password is provided by RCB to the primary contact person during the installation process. The Support password is required for certain menus/functions of the terminal that are only accessible by a technician. This one-time password may only be provided to you on special circumstances Reports The report printing process is as follows: A report with the transactions of current business day (batch) can be generated at any time in the 1. Press button F1, select 1-REPORTS and press the GREEN button. following ways: 2. Type the merchant password given by RCB and press the GREEN button. 3. Select 1-ANALYTICAL or 2-BRIEF. 4. Printing the report in the format selected. 6 7

6 2.7. Send batch In case you need to update parameters manually, the process is as follows: Closing the batch is the process of finalizing current business day s transactions. It consists of the following steps: 1. Press button F1, select 2-SEND BATCH and press the GREEN button. 2. Type the merchant password given by RCB and press the GREEN button. 3. Select 1-ANALYTICAL PRINT or 2-BRIEF PRINT. Update parameters 1. Press button F1, select 5-SUPPORT and press the GREEN button. 2. Type the merchant password given by RCB and press the GREEN button. 3. Select 2-UPDATE. 4. Wait for the terminal to connect and print the report of successful update Paper roll change When the red warning lines appear on the receipt paper, it is an indication that the terminal is running out of paper. 4. The terminal starts the reconciliation with the Bank. 5. Printing the report of all transactions performed during the day. How to change the paper roll: 1. To open the terminal cover, lift the tab with the blue sticker and push back the lid. 2. Remove the empty paper roll if any. 3. Insert the new paper roll as indicated in the picture. Pull the paper up approximately 2-3cm beyond the serrated tear bar. 4. Push the cover down to close it properly. If the batch has not been closed manually, then the terminal will try to close the batch automatically on a daily basis. Please, ensure that the batch is closed each day for proper reconciliation of your transaction activities Reprint The terminal allows reprinting a transaction that is on the same batch of the day. The reprinting process is as follows: 1. Press button F1, select 4-REPRINT and press the GREEN button. 2. Select 1-REPRINT LAST TRANSACTION or 2-SELECT FROM LIST or 3-REPRINT BATCH. 3. Select the transaction you need to reprint from the list based on the receipt no. (TR) and corresponding AMT Software update The terminal is updated daily with no interruption of normal operation using an automated call to the Terminal Management System in order to download any new parameters or software. 8 9

7 2.11. Receipt information 3. Transaction process flows 3.1. Sale Use these steps to make a standard sale transaction. Contactless sale 1. Type the amount and press the GREEN button; 2. Place the card on top of the screen; 3. If amount is greater than 20 EUR, cardholder must enter his/her PIN, then press the GREEN button; 4. Processing for approval and printing the receipt. Sale with chip card 1. Type the amount and press the GREEN button; 2. Insert the card through the slot in front of the terminal; 3. Cardholder must enter his/her PIN, then press the GREEN button; 4. Processing for approval and printing the receipt; 5. If the message USE MAGNETIC READER displayed on the screen, follow the process with magnetic reader. Sale with magnetic card 1. Type the amount and press the GREEN button; 2. Swipe the card through the slot on the side of the terminal; 3. If PIN is asked, cardholder must enter his/her PIN, then press the GREEN button; 4. Processing for approval and printing receipt; 5. If the message USE CHIP READER displayed on the screen, follow the process with chip reader. Cardholder must sign the merchant s copy of the receipt. Sale with tip 1. Type the amount and press the GREEN button; 2. When asked for tip, select YES/NO : If yes, enter tip and proceed with step 2 of any standard sale; Otherwise press the RED button and proceed with step 2 of any standard sale

8 3.2. Void 3.4. Preauthorization This transaction flow process voids an earlier transaction that is within the same daily batch. Void can be performed on any type of transaction and for all entry modes, except contactless. To conduct a purchase return for a contactless transaction, use Refund. Void transaction Cancellation of a transaction before the batch close 1. Press button F4 and then select 2-VOID 2. Type the merchant password given by RCB and press the GREEN button; 3. Enter card by using chip/magnetic stripe or type the card PAN number (if enabled); 4. Type the 4-digits receipt number of the transaction and then press the GREEN button; The transaction process flow of Preauthorization is used in order to engage and hold funds from the cardholder s bank account without debiting the cardholder. For the cardholder to be debited (thus the merchant to be credited) for the completion of the sale, it requires to conduct a Preauthorization Completion Transaction. Please, see Preauthorization Completion. The Preauthorization transaction can be voided on the same day using the Preauth VOID transaction under Preauth Menu. Note: In case batch is closed, refund does not apply and the transaction will drop after 30 days. 5. Type the amount and press the GREEN button; 6. Processing for approval and printing receipt Refund This transaction flow process is used to conduct a sale return in order to refund the customer. It is different from void in the sense that a refund transaction is not coupled to a previous sale transaction and can happen any time later and not necessarily within the same batch. Refunds shall be in line with the merchant s refund policy and in compliance with the RCB Acquiring Services Terms and Conditions. Refund (Purchase return) Cancellation of transaction after the batch close 1. Press button F4, select 3-REFUND and then press the GREEN button; 2. Type the merchant password given by RCB and press the GREEN button; 3. Type the amount and press the GREEN button; 4. Enter card by using chip/magnetic stripe or type the card PAN number (if enabled); 5. Processing for approval and printing receipt. Preauthorization 1. Press button F4, select 5-PREAUTHORIZATION and then press the GREEN button; 2. Type the merchant password given by RCB and press the GREEN button; 3. On the next screen, select 1-PREAUTHORIZATION and press the GREEN button; 4. Type the amount and press the GREEN button; 5. Enter card by using chip/magnetic stripe or type the card PAN number (if enabled); 6. If PIN is asked, cardholder must enter his/her PIN, then press the GREEN button; 7. Processing for approval and printing receipt. Please, keep the receipt with the preauthorization number on it Preauthorization completion The transaction process flow is used to complete a Preauthorized sale for the customer to be debited and the merchant to be credited. This transaction will require entering the correct Preauthorization approval number to match the transaction that needs to be completed. Note: Preauthorization completion transactions can only be made in the presence of the cardholder, as the PIN number of the card is required for the completion of the transaction. Preauthorization completion 1. Press button F4, select 5-PREAUTHORIZATION and then press the GREEN button ; 2. Type the merchant password given by RCB and press the GREEN button; 3. On the next screen, select 3-PREAUTH.COMPL. and press the GREEN button; 12 13

9 4. Type the amount and press the GREEN button; 5. Enter card by using chip/magnetic stripe or type the card PAN number (if enabled); 6. If PIN is asked, cardholder must enter his/her PIN, then press the GREEN button; Type the 6-digits authorization code given on Preauthorization process receipt and then press the GREEN button; Offline purchase with voice authorization (call RCB POS Terminal Support) 1. Call RCB POS Terminal Support at , and press 4 for support; 2. Inform the operator about the reason why you need to conduct an offline purchase; 3. Give all the necessary details for voice authorization and get the approval code; 4. Press button F4 on the terminal, select 6-OFFLINE ; 5. Type the amount and press the GREEN button; 6. Type the card PAN number and press the GREEN button; 7. Type the 6-digits approval code given by RCB POS Terminal Support and then press the GREEN button; 8. Printing receipt Mail/Phone order (MoTo) 7. Type the 13-digits retrieval reference number (RRN) given on Preauthorization process receipt and then press the GREEN button; Mail/Phone order transaction is used to allow a sale when the card is not present. If your business conducts sales by mail or telephone without the cardholder being present, then the Mail order function is enabled on your terminal. MoTo transactions shall be used in line with the merchants business policy and in compliance with the RCB Acquiring Services Terms and Conditions. 8. Processing for approval and printing receipt. MoTo transaction 1. Press button F4 and select 4-MOTO ; 2. Type the amount and press the GREEN button; 3. Type the card PAN number and the expiration date; 4. Processing for approval and printing receipt Offline sale The offline sale transaction process flow is used when a previous attempted transaction responded with a network error or communication problem and an RCB banking representative (Customer Support Operator) has assisted you with voice authorization. The offline sale transaction may also be used when a previous transaction responded with Refer to issuing bank. Contact RCB POS Terminal Support for further assistance. To perform this transaction, you are required to use your merchant password and the correct approval number provided during the voice authorization process

10 4. Warnings/Troubleshooting - Terminal response messages 43 - STOLEN CARD The card was marked as stolen by the issuing bank. Transaction may be suspicious. Do not proceed with the card again. If possible, send it to RCB Non-approved transactions Response Reason/Description Action to be taken 1 - REFER TO CARD ISSUER 3 - FORMAT ERROR Requires further authorization by the issuing bank. Technical issue. Transaction message protocol is not valid. Try the transaction again or call RCB POS Terminal Support. Call RCB POS Terminal Support to inform about the issue. Customer support will liaise with technical team and revert back to you INSUFFICIENT FUNDS 54 - EXPIRED CARD 55 - INCORRECT PIN 58 - INVALID PROCESSING CODE Issuing bank declined the transaction as available funds are not sufficient for authorization. The card has expired and cannot be processed. Invalid PIN entered or PIN tries exceeded. Transaction not allowed at terminal. Try again with a different card. Try again with a different card. Ask the cardholder to re-enter the PIN or try another card. Call RCB POS Terminal Support to inform about the issue. 5 - EXTERNAL DECLINE Do not honour the transaction. Transaction was declined by the issuing bank. The transaction is NOT approved. Try again the transaction with another card or contact the issuing bank HOST DECLINE Users limit exceeded. No more transactions are allowed for this cardholder. Call the issuing bank or ask to try another card PARTIAL AUTHORIZATION The transaction was authorized only for the available funds. Follow instructions provided by the terminal to continue for final approval for the amount available in the card account. Use other method of payment for the remaining amount TRANSACTION NOT FOUND Original request was not found. In order to complete the Preauthorization, nsure that the correct Preauthorization number and approval code is has been used INVALID TRANSACTION 13 - MERCHANT LIMIT EXCEEDED 14 - INVALID TRACK INVALID FORMAT 41 - LOST CARD Technical issue. Transaction is not supported by the payment system. Exceeded maximum allowable amount for card system. Merchant is not allowed to accept this amount. Invalid card number or chip cannot be read. Transaction may be suspicious. Technical issue. Transaction message protocol is not valid. The card was marked as lost by the issuing bank. Try again with the same or a different card. Call RCB POS Terminal Support to discuss your required business thresholds. Do not proceed with further authorisation, or try another card with proper validation of the cardholder. Call RCB POS Terminal Support to inform about the issue. Customer support will liaise with technical team and revert back to you. Transaction may be suspicious. Do not proceed with the card again. If possible, send it to RCB HOST DECLINE The CVV2 entered is invalid INVALID TERMINAL ID 91 - DESTINATION NOT AVAILABLE 94 - DUPLICATED TRANSACTION 96 - SYSTEM MALFUNCTION The terminal No. has been changed or cannot be validated. Issuer is unavailable or the payment system switch is not in operation. The transaction was sent twice with the same transaction ID number. Technical issue from the card payment system or the issuing bank. Try again with the correct CVV2, otherwise contact the cardholder. Call RCB Telephone Banking. Try again after some time and/or call RCB POS Terminal Support. Call RCB POS Terminal Support. Perform a handshake to validate connection to RCB systems. Then try the transaction again. If the problem persists, call the issuing bank or try another card

11 4.2. Non-supported transactions 4.3. General error messages Response Reason/Description Action to be taken TRANSACTION NOT ALLOWED KEY ENTRY NOT ALLOWED The terminal does not allow this type of transaction. Key entry is blocked for this terminal. Keyboard closed. Contact RCB POS Terminal Support to check the Terminal Management System if transaction is supported for this terminal/merchant. Try using another method or a different card. Response Reason/Description Action to be taken CARD PROBLEM USE MAGNETIC READER Possible problem with the chip of the card and terminal fallback is activated to allow the use of magnetic stripe. Or the card does not support chip and only allows magnetic swipe. Try again by swiping the card to the magnetic reader or try with a different card. USE SMART CARD READER TRANSACTION NOT ALLOWED OFFLINE TRANSACTION NOT ALLOWED CARD EXPIRED TRANSACTION NOT ALLOWED Possible problem with the magnetic stripe of the card and terminal requires to use the chip through smart card reader. Or the card does not support or not allows the use of magnetic stripe. Also, is possible that a contactless card/device is not correctly read by terminal. Local sale (forced offline) transaction is not allowed for this terminal. The card is most likely expired and is no longer valid. Try again to enter card by using chip reader for chip and pin validation or try with a different card. Contact RCB POS Terminal Support to report the issue and if deemed necessary to allow any offline transactions to your terminal. Check if card is expired and CHECK EXPIRATION DATE selected. Or use a different card. LOCKED TERMINAL CLOSE BATCH TRANS NOT FOUND INVALID TRACK 2 TRANSACTION NOT ALLOWED The terminal has been locked and cannot accept transactions due to full batch file memory. Possible mistype of the transaction number during the process or the transaction is from a previous batch. If the initial transaction that is needed to be cancelled was from a different batch, then void is not allowed. The card s data parameters cannot be read correctly. Close batch manually and continue with transactions. Use refund option to return money to the customer. Retry with the same card or select another card. NO BIN MATCHED [CARD PAN] TRANSACTION DECLINED VOID IS NOT ALLOWED SELECT REFUND UNKNOWN CARD TRANSACTION NOT ALLOWED The card bin did not match on Terminal Management System. This card is not yet supported by RCB. If the initial transaction that is needed to be cancelled was contactless, then void is not allowed. The card PAN has been entered or read incorrectly. (Luhn Digit Failure) The terminal may not support/accept the PAN length of the card presented. The Card Payment Scheme used may not yet be supported by RCB. Try a different card or contact RCB POS Terminal Support. Use refund option to return the money to the customer. Retry the transaction or select another card, or call RCB POS Terminal Support to check with the Terminal Management System parameters for your terminal. CANCELLED MULTIPLE CARDS DETECTED CHARGE THE BATTERY BATCH CLOSING INTERRUPTED LL: NETWORK ERROR LL: SOCKET IN CONNECT LL: SOCKET ERROR LL: NETWRK NOT READY Transaction is cancelled Multiple cards were presented or another NFC device/card is interfering. Low battery (during batch close) Network related errors. This may be due to: Failure to establish a connection to the internet; Network cable is not plugged in correctly; Low signal of GPRS network. No further action is needed. Try another transaction. Check with all NFC available points and disable what is not necessary, and try again. Connect the terminal to the power supply. Try one of the following to resolve the issue or call RCB POS Terminal Support: Check the network status; Check network cabling; Check SIM card; Restart the terminal

12 PPP ERROR/NO SIM Connection issue with the GPRS network. Check the SIM card and restart the terminal or call RCB POS Terminal Support. 5. Security and fraud prevention guidelines NO RESPONSE Connection has timeout. Unable to reach the bank for authorization. This seems to be a network related issue. Try again to perform the transaction or call RCB POS Terminal Support Basic rules To get the most out of your service, it is important to follow some basic rules: ERROR IN CONNECTION NO SIM ETHERNET CABLE NOT CONNECTED MELLON 45 RCB APPL 95 RECONCILE ERROR BATCH UPLOAD. PIN ERROR ALERT IRRUPTION NETWORK PROBLEM PLEASE SEND BATCH MANUALLY The connection has timeout (Communication issue). The SIM card is missing or not inserted properly. The terminal is not connected to the network. Upgrade software. The batch is unable to reconcile with the bank s systems. An error related to PIN verification has occurred. The terminal can no longer be used to accept transactions. Network related error. The terminal could not send the batch automatically due to network communication issue. Check your network connection or contact RCB POS Terminal Support. Make sure that the SIM card is properly inserted. Check the ethernet cable to ensure that it is connected to the terminal. No further action is needed. Try again to close the batch or call RCB POS Terminal Support. Try again or use a different card. The terminal will need to be sent back for repair. Contact RCB POS Terminal Support. Use F1 menu and select option 2 to send the batch manually or contact RCB POS Terminal Support. You must Honour all valid cards without discrimination when properly presented; Check the card s unique design features and security elements; Always be on alert for any suspicious behavior transactions. You cannot Accept card transactions on behalf of third parties; Require a minimum transaction amount to accept a valid and properly presented card; Process card not present transaction without prior notice from the cardholder; Store sensitive card data Authorized technician visit RCB Bank Ltd issues an Authorized POS Technician Identification Card for all designated technical support personnel. During the visit of such personnel at your premises, you are strongly advised to request and verify their identification card prior to granting access for modifying or troubleshooting a device. You are advised to perform this verification, even if you have previously submitted a request for technical support or if you received support from the same technician in the past. In case of any suspicions in relation to this matter, contact RCB POS Terminal Support that is available 24/7 at UPDATE FAILED Network related error. The terminal could not connect to the Terminal Management System in order to update its configuration parameters. Ensure that the terminal is properly connected to the network and try again to update parameters Card identification Every card contains a set of unique design features and security elements to help merchants verify card s legitimacy. By knowing what to look for, you can avoid accepting a counterfeit card or processing a fraudulent transaction

13 Visa card characteristics 5.4. Preventing fraud You need to be aware of fraud to avoid it, same as your employees. Train your employees to know the signs of potential fraud and remind them periodically to always stay on alert. Card present transactions When accepting payment cards, look out for the following security features: 3 dimension holograms All card characteristics are clearly visible as defined in section 5.3. Signature on the card should match the signature on the slip (if signature is required) If the card is unsigned, you should check the cardholder s ID and ask the customer to sign the card. If refused to do so, then you may ask for a different card. Card not present transactions Card not present transactions represent the higher risk in payment processing. Validation can sometimes be tricky and in all cases your business is 100% liable to any chargebacks. MasterCard card characteristics Transactions such as the below are performed at your own risk: Card number is key-entered on the terminal The card and the cardholder are not present during the transaction (mail/phone order transactions) Signs of fraud - suspicious behaviour transactions It is important that your business minimizes fraud risk, therefore, training and on-going education efforts are vital to ensure that your employees understand and continue to follow appropriate card acceptance and data security procedures for all transactions. It is important to: Thoroughly check the card details presented to you to help guard against fraud and always be on alert for suspicious behaviors. Watch out for customers who: Purchase a large amount of merchandise without regard to size, style, color, or price. Try to distract or rush you during the sale. Make purchases and leave your store, but then return to make more purchases. Make large purchases just after your store opening or closing

14 Code 10: Code 10 is a voice authorization request during a card present transaction that alerts the card issuer about a suspicious activity, without alerting the customer. Whenever a merchant doubts the validity of the card or the legitimacy of the cardholder, he or she should make a Code 10 call to RCB POS Terminal Support. Preventing chargebacks In accordance with the merchant agreement, you have acknowledged that your chargeback-tosales ratio will be kept below 1%. The following steps will help you prevent chargebacks: RCB will then route the call to the card issuer. An operator will pick it up and ask a series of YES and NO questions to determine the validity of the transaction. Once a conclusion is reached, the merchant will be given instructions on how to proceed. When to make a Code 10 call? There are multiple reasons to make a Code 10 authorization request, including: The terminal displays a LOST/STOLEN/PICK UP CARD, or a similar message. During the inspection of the card the merchant discovers that its security features have been altered or tampered with in some way. The signature on the transaction receipt does not match the one on the back of the card. The customer behaves in a suspicious or unusual manner (May be a perfectly legitimate explanation for your customer s behavior) Chargebacks and retrieval requests What is chargeback? A chargeback is the reversal of a transaction and occurs when a customer contacts the Bank to dispute a transaction. Common reasons for disputes include: The transaction was made fraudulently and the cardholder denies participation. The transaction was duplicated and the cardholder was charged more than once. The goods or services ordered have not been received. Credit which was expected was not processed. Responding to chargeback You have 14 days from the date of the chargeback request to respond back with relevant proof and information to support the validity of the transaction. Upon receipt of your documentation, we will assist you in defending the chargeback by gathering required evidence (i.e. sale slip/receipt). Authorizations are ALWAYS required; Offline transactions are NOT permitted; DO NOT complete a transaction if the authorization request was declined; NEVER split the sale into smaller amounts; ALWAYS obtain the cardholder signature if the sale slip/receipt requires to (signature line is present) and check if the signature on the slip matches the signature on the back of the card; AVOID duplicate processing; When a customer is due a refund, you shall credit back to the original card. DO NOT refund in cash; Have your refund/return policy clearly stated on the receipt or at checkout point; ALWAYS void incorrect sales receipts immediately; ALWAYS retain copies of all sales slips and invoices for 13 months in case you are requested to provide them. What is a retrieval? A retrieval request is raised by an issuer when a cardholder disputes a transaction on the statement. This usually occurs when the cardholder does not recognize the transaction and needs information to work out whether he/she did in fact did the transaction or if it was fraudulent or unauthorized. Under the card scheme regulations, you must provide detailed information on a transaction if you receive a retrieval request. A large number of chargebacks are the result of retrieval requests which have not been fulfilled. It is of great importance that you respond to these requests to prevent chargebacks. You must to store all transaction information for 13 months Terminal device safety Keeping your terminal device safe from criminals is also very important to prevent fraud. Do not allow anyone other than a LEGITIMATE ENGINEER that is an RCB PARTNER or a direct employee of the Bank to remove your terminal from your premises

15 Staff should be trained regularly on POS security and must report any incident they feel is a threat to the device. You should carry out some simple checks on a daily basis to ensure that your terminal has not been tampered with: Is there any physical damage to your terminal? Are the security seals on the terminal voided or removed? Are there any stickers on the terminal that were not attached during the installation? Does your terminal appear to have been modified or are there any additional components that were not there? Authorized POS Technician Identification Card: 6. PCI - DSS merchant compliance program What is PCI DSS? The Payment Card Industry Data Security Standard (PCI DSS) is a comprehensive set of international security requirements for protecting cardholder data. It consists of technical and operational guidelines with the aim to prevent fraud and hacking, enhance payment account security and provide a level of comfort when handling the card to a third party for a payment. Who needs to comply? All acquirers and issuers must comply, and must also ensure the compliance of their merchants and service providers who store, process, or transmit cardholder data, e.g. card number, CVV2/ CVC2, cardholder name or other cardholder data. This program applies to all payment channels including card present, mail/telephone order, and e-commerce. Why is it important? By complying with the PCI DSS, merchants can protect their business and their customers while building a culture of security that benefits all parties in the payment system. Benefits of being PCI compliant Compliance with PCI means that your information systems are -- secure at the highest possible level and -- customers can trust you with their sensitive payment card information when paying for goods or services. In addition, it improves your reputation with the acquirers and payment brands (Card Schemes) that you rely upon when carrying your business through payment card methods of payments. Furthermore, since this is an on-going process, it helps prevent security breaches and theft of payment card data. Consequences of not being compliant Non-Compliance with PCI is a reason that your business revenues may drop or even keep you out of business. A security breach may have severe impact for your business

16 How to comply Merchants who store, process, or transmit Visa, MasterCard, or other card brand cardholder data generally fall into one of four merchant levels based on card transaction volume over a 12-month period. Count of transactions Level 1 Level 2 Level 3 Level 4 Level 4 >6 million annually >1 million > < <1 million Channel All All Ecommerce Ecommerce All channels What to do if compromised In the event of a security incident, Visa and MasterCard acquirers, issuers, merchants, and service providers must take immediate action to investigate the incident, limit the exposure of cardholder data, notify the card payment brand and acquirer, and report investigation findings. Visa s data breach guidelines can be found online at contains step-by-step mannual to assist clients, merchants, and service providers through a security incident. Third party merchant agents Merchants must also report all third party merchant agents to the acquirer (RCB) in order to be registered as service providers with Visa and MasterCard. Validation criteria Self-assessment questionnaire - Required annually Required annually Required annually Required annually On-site security assessment Required annually ASV network scan Required quarterly Required quarterly Required quarterly Required quarterly Required quarterly RCB realizes the importance of cardholder data security and wants to help you avoid fines, fees and other costs associated with a breach. RCB s PCI Compliance program will provide you with the tools and guidance to complete the necessary validation actions in order to achieve compliance, while protecting your reputation and your business. Contact your account manager to determine which actions apply to your business. For more information The PCI security standards can be found at: In addition, Visa and MasterCard publish data security alerts, bulletins and webinar presentations available for download: retailers/payment_security/merchants.aspx Knowledge base - FAQ and myths - Glossary

17 7. Merchant information and payments Merchant monthly statement On a monthly basis merchants receive a transactions activity statement in a format designed to facilitate account reconciliation. C. Summary report is separated in two tables per card brand. D. Transactions summary are separated by region of card issuance exept for RCB cards. Analytical report: Summary report: A. Each statement represents acquiring transactions that have been processed within the specified date range. B. Transactional fees are separated into 3 type of charges as specified in the agreement. A. Posting date represents the settlement date to your bank account. B. Each batch is usually a day s worth of transactions processed on your terminal. C. Each line represents the total activity per transaction type (Sales, Refunds, MoTo). D. The analytical report is separated per terminal and displays posting transactions per Batch ID. E. Aggregated total amounts per transaction type and overall transactional fees

18 Transactional details electronic report In addition to the standard monthly statements and upon request, merchants conducting thousands of card transactions on a monthly basis are offered the possibility of receiving a daily statement in a format than can be imported and processed by financial software (CSV file). This option is independent from analytical and summary report. The report will be generated based on a range of different categories mentioned below: 8. Glossary B Batch settlement This process is necessary in order to settle the transactions and receive money for the day's sales. This process can be configured to execute automatically at the end of the day, however, it can also run manually as often as you wish. Terminal ID Terminal location Batch number Transaction time Approval code Transaction type Card brand Card type Card origin Transaction amount Interchange fee Scheme fee Acquirer fee Net amount C CVV2-CVC2 These are the last 3-digits number at the back of Visa and MasterCard cards respectively. These numbers provide an extra level of security against fraudulent use and may used for Mail order/ Telephone order sales or sales where the card is key entered (instead of being swiped/inserted) into the terminal. Chip cards These are cards of latest technology and can be recognized by the embedded chip on the surface. In most cases of sales with Chip cards, the terminal will ask for the PIN of the cardholder. If the PIN is not requested, then the cardholder is required to sign the receipt and the merchant is required to check the authenticity by comparing the signature on the receipt with the one on the back of the card. Contactless Contactless payment is a secure method for consumers to purchase products or services via debit, credit or smartcards (also known as chip cards), by using RFID technology. To make a contactless payment, a person simply needs to tap their card near a point-of-sale terminal. M Magnetic stripe These cards are of older technology than chip cards. They have a magnetic stripe on the reverse side and no chip. For transactions with magnetic stripe cards, the cardholder is required to sign the receipt and the merchant is required to check the authenticity by comparing the signature on the receipt with the one on the back of the card. Mail/Phone order (MoTo) transaction This process is used for sales initiated from mail or telephone orders (Card not present). O Offline sale Offline sale is used in cases where a previous attempted transaction responded with referral to the issuing bank and an authorization was obtained from the issuing bank

19 P Preauthorization The process of Preauthorization is used in order to engage funds from the cardholder without actually debiting the cardholder. For the cardholder to be debited (thus the merchant will be credited), the sale should be completed. Notes Preauthorization completion This process is used for capturing preauthorized funds, so that the cardholder will be debited (and the merchant credited). R Reprint This process reprints a specific or the last transaction receipt. Refund This process refunds the cardholder. It is different from void in the sense that a refund is not coupled with a previous transaction. Please, note that this process may be disabled on your terminal. S Sale This process is used to make a sale when a card is present. V Void This process voids an earlier transaction that has not yet been settled. Please, note that this process maybe disabled on your terminal

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21 The data presented in this brochure is for information only and has been prepared exclusively for the purpose of providing information to the recipients. The said data should not be interpreted as an offer, or solicitation to buy or sell any financial instrument. All data is valid as of 17 th of November 2017 and may be changed by RCB Bank Ltd at its sole discretion at any time. Neither RCB Bank Ltd nor its affiliated companies, employees or representatives of RCB Bank Ltd or of its affiliated companies will be liable in connection with any direct or circumstantial loss or damage arising out of the use of all or part of the information contained in this brochure. RCB Bank Ltd. Private Company. Registration number: Registered office: 2, Amathountos street, 3105 Limassol, Cyprus.