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• make purchases substantially greater than your usual customer (for example, your
<br />average transaction is $60, but this transaction is for $360)?
<br />• insist on taking the merchandise immediately (for example, no matter how difficult
<br />it is to handle, is not interested in free delivery, alterations, etc )?
<br />• appear to be purchasing an unusual amount of expensive items or the same
<br />items?
<br />• take an unusual amount of time to sign the sales draft.. or look at the back of the
<br />card as he signs?
<br />• take the card from a pocket instead of a wallet?
<br />• repeatedly come back, in a short amount of time or right before closing time, to
<br />make additional purchases?
<br />• cause an unusual, sudden increase in the number and average sales transactions
<br />over a one -to three-day period?
<br />• tell you he has been having some problems with his card issuing bank and request
<br />that you call a number (that he provides) for a "special" handling or authorization?
<br />• have a previous history of disputed charges?
<br />• place orders to be shipped to an address other than the billing address or use
<br />anonymous/free email domains?
<br />• place orders sent to zip codes or countries where you show a history of fraudulent
<br />claims?
<br />Does the card:
<br />• have characters the same size, height style and all within alignment?
<br />• appear to be re -embossed (the original numbers or letters may be detected on the
<br />back of the card)?
<br />• have a damaged hologram?
<br />• have a Magnetic Stripe on the back on the card?
<br />• have "valid from (effective) and "valid thru- (expiration) dates consistent with the
<br />sale date?
<br />We also recommend that you are vigilant for any cardholder who behaves as
<br />follows, specifically in relation to prepaid cards
<br />• frequently makes purchases and then returns the goods for cash,
<br />• uses prepaid cards to purchase other prepaid cards,
<br />• uses large numbers of prepaid cards to make purchases
<br />Gift Cards, jewelry, video stereo computer and camera equipment, shoes and men'
<br />s clothing are typically fraud -prone because they can easily be resold Also be
<br />suspicious of high dollar amounts and transactions with more than one fraudprone
<br />item, (for example, two laptops, three gold chains. etc)
<br />In this part of the guide you'll find helpful information about what to do if a card is left
<br />at your business, how long you must retain copies of records, how to return
<br />equipment and important transaction timeframes This is also where you'll find
<br />additional guidelines for specific industries including
<br />• Lodging
<br />• Vending machines
<br />• Travel & Entertainment
<br />• Telecommunications
<br />• Restaurants
<br />• Petroleum
<br />If you'd like additional information about anything you've read in Your Payments
<br />Acceptance Guide. please contact Customer Service.
<br />If a card is left behind and remains unclaimed,
<br />you should call the appropriate
<br />payment organization's Customer Service team via
<br />the number below and they will
<br />instruct you on how to handle if
<br />Visa
<br />1-800-336-8472
<br />Mastercard
<br />1-800-826-2181
<br />Discover
<br />1 -800 -DISCOVER
<br />(1-800-347-2683)
<br />AMEX
<br />1-800-992-3404
<br />PayPal
<br />1-877-569-1113
<br />You must securely retain legible copies of all sales drafts and credit drafts or any
<br />other transaction records for the following periods
<br />Mastercard,Visa, and STAR: 13 months from the transaction date 5 years for
<br />healthcare sales drafts and credit drafts
<br />Discover Network: the longer of (i) 365 days or (ii) the resolution of any pending or
<br />threatened disputes, claims, disagreements or litigation involving the card
<br />transaction You must also keep images or other copies of sales drafts for no less
<br />than 3 years from the date of the Discover Network transaction
<br />CardCo2305
<br />A TRUE COPY
<br />CERTIFICATION ON LAST PAGE
<br />PayPal: the longer of (i) (A) 1 year from the td"kft6ff6*tCbEQRK(if the transaction
<br />date was subject to dispute, 2 years from the transaction date or (ii) the time period
<br />required by applicable law
<br />American Express: 24 months from the date on which you submitted the sales
<br />draft or credit draft to us You must provide all sales drafts and credit drafts or other
<br />transaction records requested by us within the shortest time limits established by
<br />payment organization rules
<br />18. Return of Equipment
<br />To return point of sale (POS) equipment that you do not own, you must call
<br />Customer Service for the address of the location to send the device
<br />You must include the following information in the shipping box'
<br />• your name, address and phone number,
<br />• the name of the person to contact if there are any questions,
<br />• your merchant identification number, and
<br />• the serial number of the POS device (found on the underside of the POS device)
<br />You must return the POS device in a manner that can be tracked.
<br />Authorizations
<br />A positive (approved) authorization response remains valid for
<br />• seven (7) days for Mastercard electronic processed transactions,
<br />• ten (10) days for Visa. Discover, and STAR electronic processed transactions
<br />subject to the following exception
<br />-thirty (30) days for Visa Discover and PayPal, twenty (20) days for STAR for the
<br />following Industries
<br />-car rental,
<br />-airline and passenger railway,
<br />-lodging,
<br />-other Travel & Entertainment (T&E) categories
<br />• seven (7) days for American Express electronic processed transaction subject to
<br />the following exception
<br />-thirty (30) days for the Travel & Entertainment (T&E) industries
<br />Delayed deliveries
<br />If delivery is more than
<br />• 7 days (Mastercard, Visa, American Express, and STAR transactions), or
<br />• 10 days (Discover Network and PayPal transactions),
<br />• After the initial authorization request you must reverse the authorization for the
<br />unprocessed portion and obtain a new authorization for the remaining amount
<br />before delivery
<br />Refunds
<br />You must submit all credit transactions to us within 5 days of determining that a
<br />credit is due.
<br />Merchants in the lodging industry
<br />There are additional rules and requirements that apply to merchants in the lodging
<br />industry for practices including guaranteed reservations and charges for no shows,
<br />advance deposits. overbookings, and priority checkout If you are a lodging
<br />merchant and wish to participate in the payment organization lodging services
<br />programs, please contact your sales representative or relationship manager for
<br />details and the appropriate payments organization requirements
<br />You must provide the cardholder with written confirmation of a guaranteed
<br />reservation The confirmation must contain
<br />• cardholder's name as it appears on the card, if present,
<br />• card number, truncated where required by applicable law to you or us and card
<br />expiration date if present unless prohibited by applicable law to you or us.
<br />• reservation confirmation number.
<br />• anticipated arrival date and length of stay.
<br />• the cancellation policy in its entirety inclusive of the date and time the cancellation
<br />privileges expire. and
<br />• any other pertinent details related to the reserved accommodations
<br />If a cardholder requests a cancellation in accordance with your cancellation policy
<br />and specified time frames, you must provide the cardholder with a cancellation
<br />number and instructions to retain a record of it
<br />If a cardholder requests a written confirmation of the cancellation, you must provide
<br />this confirmation to the cardholder within 3 business days of such request. For the
<br />purposes of this section. a "business day' means Monday through Friday. excluding
<br />Bank holidays
<br />The cancellation confirmation must contain
<br />16
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