Procedure Guide - Barclaycard

1 Procedure Guide For a smoother operation Welcome to Barclaycard Business Payment Solutions This Procedure Guide includes all the information your Let us know if your business changes business needs to accept card payments. It forms part To make sure you receive the right services for your of the Terms and Conditions and your Additional Service business, please call us on 0844 811 6666 if any of these Conditions. changes take place: Inside you'll find what you need to get started, along an alteration to the type of business or the goods with information on some of the risks of accepting card or services you provide since you signed your payments and how you can keep your business as safe Merchant Agreement as possible. you start to use other channels ( online or mail order). This Guide is part of your Agreement with us you change the name of your business So please keep it in a safe place and in easy reach of you sell your business or change its legal entity your employees (but not your customers).

2 ( if you change from a sole trader to a limited company). It sets out a number of your responsibilities under the there's a significant change in the shareholding of contracts with Barclaycard . For a full list of your duties your company required under the contract please consult your terms and conditions. you stop trading your business begins any insolvency Procedure Your Barclaycard merchant number you change any of your business details, like your Whenever you get in touch with us, it's helpful to have address or contact details your merchant number ready. If you rent a terminal from It's really important that you keep your contact details up us, you will find the merchant number on the front screen. to date, otherwise we can't get in touch when we need to. Alternatively, it will be on any Invoice/Statement we send you. Make a note of it below: Stay protected from fraudsters We'll never email you asking for you to confirm any card payment or transaction details.

3 If you do get an email asking for this that looks like it's from us, you shouldn't respond. Instead you'll need to let us know so we can look into this for you. To do this: open a new email and attach the fake phishing' email . make sure you don't forward it, as this potentially loses important information then send your email to Use this email address to report any of these instances And be careful of third-party processing If you're ever asked to buy card transactions or process another business' transactions, please call us on 0844 811 1981. That's known as transaction laundering and would break the terms of your agreement. 2. Contents Payment Acceptance 5 Using our payment gateway 17. card Present 5. Requirements if you don't 18. card Not Present 5. have a Hosted Payment Page Accepting card 5 Keeping your card data secure 18. Present transactions Accepting Mail Order and 18. Using Barclaycard processing equipment 5 Telephone Order payments Using your own processing equipment 5 Taking telephone orders 18.

4 (or another supplier's) How to spot and stop fraudulent 18. card Not Present transactions The different plastic 6-7 Tools for monitoring fraud 18. card designs card Security Code (CSC) and 18. Accepting contactless payments 8 Address Verification Service (CSC/AVS). Accepting American Express 8 Internet authentication (3D Secure) 19. Visual checks when accepting cards 8 Fraud screening 19. Accepting co-badged cards 8 Extra security checks for online transactions 19. Choose the card categories you'd like to accept 8 Refunds 19. Accepting different cards 8 Other services 20. Accepting cards with a chip 8 Dynamic currency conversion (DCC) 20. Accepting cards without a chip 8. To make a contactless payment 9 Chargeback and retrieval requests 20. Tips to prevent chargebacks 20. Verifying card 9 Retrieval requests and how to respond 22. Present payments Timescales for chargebacks 22. Using Chip and PIN 9. Using a signature 10 Payment security 22. Authorisations 10 What information needs to be stored securely?

5 22. Voice authorisations 10 What information shouldn't be stored? 22. Code-10 calls 10 What do I need to do to be compliant with 22. Referrals 10 the PCI DSS? Split sales 10 How to show you meet the PCI DSS 22. Exchanges 11 How can I tell Barclaycard I'm compliant 22. Key entered transactions 11 with the PCI DSS? Using approved Qualified Security Assessors 24. Banking procedures 13 and Approved Scanning Vendors (ASV). Sales and refund vouchers 13 Data compromises 24. How to complete your merchant 13 Other organisations that store, 24. voucher summary transmit or process your cardholder data How to spot and stop fraudulent 14 What could happen if I'm not compliant with 24. card Present transactions the PCI DSS? Returning wanted or recovered cards 14 How to protect cardholder information 25. Our returned card reward scheme 14 Storing your records 25. Accepting card 15 Understanding your statement 26. Not Present transactions A closer look at your statements 26. Authorisations 15 Transaction payment advice 26.

6 Shipping goods and providing services 16 Periodic statement 26. Accepting payments online 16 Advice on the details of the service charge 26. Website information 16. Transaction receipts 16 Exceptional procedures 27. Using a PSP to accept online payments 17 Passing charges to customers 27. 3. Minimum charging 27 Sector-specific trading 37. Lodging and accommodation Internet authentication 28 Best practice Guide for reducing chargebacks 37. How to successfully authenticate customers 28 Authorise every transaction 37. The different types of authentication 28 Tips for advance bookings 37. Liability Shift 28 Tips for phone bookings 37. Displaying the Verified by Visa 29 Tips for fax or mail bookings 37. and Mastercard Identity Check logos Note regarding terms and conditions 38. Using our 3D Secure service 29. Tips for taking online bookings 38. Using your own authentication solution 29. Extra checks for all transactions 38. card issuer pop-up or in-line window 30. Mastercard guaranteed reservation 38.

7 Message values 31. Visa guaranteed reservation 38. BIN cache 32. Your cancellation policy 38. Keeping to the card scheme rules 32. Taking advanced booking deposits 38. If the authentication fails or there's a mistake 32. Guest arrivals and check in 38. Storing cardholder credentials 33 Pre-authorisation 38. Stored credential 33 Pre-authorisation departures and check out 39. Disclosure requirements 33 Express and priority check out 39. Transaction processing requirements 33 Extended stays 39. Cancellation Procedure 33 Processing delayed or amended charges 39. Disputed transactions 39. Sector-specific trading 34. Information and chargeback requests 39. Vehicle rental companies No shows 39. Best practice Guide for reducing chargebacks 34. Express and priority check out 40. Authorise every transaction 34. Other charges 40. Tips for phone reservations 34. Tips for taking fax or mail reservations 34 Contact numbers 41. Note regarding terms and conditions 34. Tips for online reservations 34 Glossary and jargon buster 42.

8 Extra checks for all transactions 34. Guaranteed reservation 34. Your cancellation policy 35. Your no-show policy 35. Collecting the vehicle 35. Pre-authorisation 35. The end of the hire period 35. Accidents or damage to the vehicle 36. How to deal with delayed charges 36. Accepting split sales 36. Your refund policy 36. Extended hire 37. Disputed transactions 37. 4. Payment acceptance Accepting card Present transactions We can help you to accept payments from your To accept card Present transactions you'll need to use customers in various places and using a number of Barclaycard and card scheme approved processing different payment methods. But to make things simple, equipment either from us, from another supplier or your we're going to explain the two main types of card own. Just make sure your device can accept magnetic payments: strip, Chip and PIN or signature and contactless payments. card Present (CP) this is when the cardholder is in front of you and has their card with them.

9 You'll take the Using Barclaycard processing equipment payment then and there by either taking a Chip and PIN As well as reading this Guide , you'll need to make sure payment, swiping the card or using contactless you and your staff read through the Read me first'. card Not Present (CNP) this is where the cardholder and Read me next' guides that came with your terminal. and their card are someplace else. Like if you're taking This includes important safety information about the payments over the internet, by phone, by mail order or equipment and how to use it including keeping liquids if it's a recurring transaction away from it at all times. We've explained which types of transactions you can take You'll also need to meet the Payment card Industry in your agreement with us so tell us if you want to start Data Security Standard (PCI DSS), there's more on that taking any other types. on page 21. If your device is damaged and needs to be repaired, please let us know so we can get this sorted for you Just bear in mind that if the damage is your fault, we might charge you to replace it.

10 Using your own processing equipment (or another supplier's). If you don't use Barclaycard processing equipment, we'll need to test your processing equipment and approve it before you can take live transactions. Give us a call on 0844 811 6666. You'll also need to regularly carry out asset management'. That's where you record all stock and serial numbers, the location and the basic electronic and physical identification you use to authenticate your equipment. It's up to you to make sure your supplier keeps to the PCI. DSS and for making sure the equipment is up to industry standards. If you don't do this, you might end up breaking card scheme rules and have to pay fines as a result. 5. The different plastic card designs Most of the time the cardholder will insert their card into the device themselves. But if you do handle the card you There are many different credit and debit card designs should complete visual checks yourself. Take a look over but they all share some common features (like a card the page for some things to look out for.)