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| Understanding the Process |
How card processing works :
When a customer pays for products or services with a credit card, the card information is recorded- either by manual entry, a card imprinter, point-of-sale (POS) terminal, or virtual terminal - and then verified so that the merchant can receive payment for the transaction.
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This process involves the following parties:
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Cardholder: the owner of the card used to make a purchase
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Merchant: the business accepting credit card payments for products or services sold to the cardholder.
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Acquirer: the financial institution or other organization that provides card processing services to the merchant.
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Card association: a network such as VISAŽ or MasterCardŽ (and others) that acts as a gateway between the acquirer and issuer for authorizing and funding transactions
- Issuer: the financial institution or other organization that issued the credit card to the cardholder.
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The flow of information and money between these parties-always through the card associations-is known as the interchange, and it consists of a few steps:
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Authorization
The cardholder pays for the purchase and the merchant submits the transaction to the acquirer. The acquirer verifies with the issuer-almost instantly-that the card number and transaction amount are both valid, and then processes the transaction.
Batching
After the transaction is authorized it is then stored in a batch, which the merchant sends to the acquirer later to receive payment (usually at the end of the day).
Clearing and settlement
The acquirer sends the transactions in the batch through the card association, which debits the issuers for payment and credits the acquirer. In effect, the issuers pay the acquirer for the transactions.
Payment
Once the acquirer has been paid, the merchant receives payment. The amount the merchant receives is equal to the transaction amount minus the discount rate, which is the fee the merchant pays the acquirer for processing the transaction.
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Please read on to familiarize yourself with its diverse features and the value it can add to your business. |
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- Intuitive user interface
- Easy to use navigation
- Feature-rich and compact
- Ergonomic design
- Chip card enabled
- Can be easily connected with your existing phone (MTNL/BSNL Land Line, CDMA and GPRS).
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| Quick Reference Guide(QRG) |
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Terminal Messages. |
| During a transaction, you may come across various "Terminal Messages" which appear on your EDC Machine Screen when you swipe a customer's card. Please make note of the various possible messages and the correct action you need to take.
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| Terminal Messages.
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What you should do.
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Do not swipe the card again.
Call Authorization service number for further assistance.
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Inform card member to speak to Bank Customer service (From where card is issued, service number will be on the reverse of the card)
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If there is no response, do not swipe the card again. Call the Authorization Service Number for further assistance.
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Please check card validity.
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Card holder entered wrong Pin number.
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Check the connectivity of the terminal and swipe the card again.
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| Please ensure you and your team follow these Do's & Don'ts. This will help keep your card business secure and your cardholder customers spending at your establishment will benefit too, reducing the number of cardholder issues.
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Stickers: Please ensure you have the sticker with the Call Center and Authorization Center contact numbers available in the sticker form on your EDC.
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Proper Training: Please feel free to speak to your Relationship Manager or Call Center for a Card Acceptance Training Program. This is important when you have new staff and ensure they are equipped to handle card acceptance at your establishment. |
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| 3. |
| Charge-slip Copy: Please ensure you maintain charge slip copies for 18 months from the transaction date. This is as per MasterCard and Visa International Operating guidelines. Failure to provide a copy within this period will result in a debit to your account. Please keep the charge slips in a cool place as these are on thermal paper. |
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Invoice Copy: If you are elling high value merchandise, we recommend keeping invoice copies which have a stamp confirming "Goods received in good condition across the counter. Goods once sold will not be exchanged" and get the cardholder to sign on your copy of the Invoice.
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Proof of Delivery: This is critical for establishments which have offered to forward the merchandise by courier, sea or other means of transportation. In this case, it is also important to have the Terms & Conditions of the sale signed by the cardholder. These should be on the face of the invoice and not on the reverse of the invoice. If not printed this can be in the form of a Rubber Stamp. Whenever a charge back comes please provide a proof of delivery copy signed by the cardholder and not a confirmation from the courier that the merchandise has been delivered. |
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Authorisation Code: Always ensure you record the complete and correct Authorisation Code in case of a Voice Authorisation (OFFLINE SALE). An incorrect or incomplete code can result in an unauthorized transaction and a payment dispute. |
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Duplicate Transaction Processing: Do not swipe the card more than once. If necessary, please ensure you VOID the transaction before SETTLEMENT. Else, the cardholder will be debited, you will have an unhappy customer and come under scrutiny of MasterCard and Visa International. |
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Daily Settlement: Please ensure you do daily settlement as a delay can result in a payment dispute. |
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Photo Card: Where it is a photo card always compare the photo on the card with the person presenting the card. |
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Signature Comparison: Always compare and match the signature on the card with the signature on the charge slip. If the signature panel on the reverse of the card is blank insist the cardholder to sign on the signature panel in your presence and then compare the signatures. |
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Split Transactions: Please do not split the sale under any circumstances. e.g., if an authorization is tried for Rs. 25,000 and the response is "Decline" or "Refer to Issuer" do not try to split the sale into smaller amounts. Instead call up the authorization centre and take a Voice Authorisation. |
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Transaction Value Change: Please do not amend the transaction amount after the charge slip has been signed by the cardholder. |
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Card Transaction Refunds: Refunds of card transactions should only be done through your Acquiring Bank by a credit to card account. |
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Void Sale: In case of a voiding a sale transaction, please call up call centre before settling the terminal batch. |
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Transaction Surcharge: Please do not levy an additional charge or surcharge on card payments as this is subject to a cardholder dispute and a debit to the merchant as per operating guidelines.
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CODE 10
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- If you suspect any card holder during transaction immediately call our Authorization Service Number and say it is a CODE 10 call and do not process any charge till confirmation from authorization department.
- Always first provide the MID (Merchant Identity Number) whenever you call for assistance from authorization department.
- To cancel / VOID a transaction, following details are mandatory: MID number, Card number, Transaction date, Transaction amount, Date of expiry of card, Approval code , Reason for cancellation.
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| How To Ensure Safe Transactions |
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In order to ensure that your merchant establishment is not being targeted for misuse of credit cards, we request you to take the following precautions at various stages of card acceptance: |
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- Take the card from customer.
- Check validity of the card (In case of manual charge, check with Warning Bulletin).
- Swipe the card through terminal.
- Compare the signature on the charge slip with that on the signature panel of the card.
- If the card is not signed then ask the customer to sign it in front of you and verify the signature and name along with photo identification.
- Return the card to the customer.
- Retain charge slips with you.
- For transaction amounts greater than Rs 10000 retain a clear copy of a photo identity of the customer and then a clear copy of the front and back of the card.
- Always note down the customer's address and contact details for future reference.
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- Split the amounts.
- Provide cash against the credit cards.
- Use your own card at the merchant establishment.
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- Proper alignment of Card Number, Card Member Name & other embossed details
- 3 D Hologram (Flying Dove for VISA / Interlocked Globes for Master Card)
- Special Master Card and Visa stylized logos
- Master Card / VISA logo borders, colours are not blurred or uneven
- First four digits embossed on the card must match with the one printed below/above it.
- "M" and "C" imprint under the UV light in the lower half for a MasterCard and "Flying Dove" imprint under the UV light on the top half for a VISA card
- Repeat VISA/Master Card printed on the signature panel at a 45 degree angle
- Reverse 'Italics' print of the card no. on the signature panel.
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There are some additional precautions, one needs to exercise while accepting cards, from unknown customer who, |
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- Keeps repeatedly visiting the store either on the same day or consecutive days & is not a regular customer.
- Tries to prevent authorization call, looks nervous and is in a hurry.
- Makes purchases and leaves the store and returns for additional purchases.
- Does not ask for product features prior to purchase and selects items indiscriminately.
- In case of doubt on the card holder do not rely merely on the approval received as a result of a swipe on the EDC.
- If you suspect a cardholder, insist on a Code 10 approval from the Bank's authorisation centre.
- Verify the signatures closely & in case of doubt, call up the Bank's authorisation center at the given phone number.
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ICICI Bank Provides its merchants with various 'Card Acceptance' stickers, pop material. Please contact us to indicate your requirement.
Door Stickers
Push-Pull' Sticker (Rectangular) Size : 5" x 4"
'Push-Pull' Sticker (Circular) Size : 5" Diameter
'Cards Welcome' Sticker (Rectangular) Size : 6" x 5"
Door Hangers
'Open-Close' Door Hanger (with Chain) Size : 3" x 9"
Flanges
'Cards Welcome' Flanges (Non-Lit) Size : 22" x 15.5"
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