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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). . 7 days (Mastercard, Visa, American Express, and STAR transactions); or
<br />. 10 days (Discover Network and PayPal transactions);
<br />In this part of the guide you'll find helpful information about what to do if a card is left ' 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 />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 before delivery.
<br />additional guidelines for specific industries including:
<br />• Lodging
<br />• Vending machines
<br />• Travel & Entertainment
<br />• Telecommunications
<br />• Restaurants
<br />• Petroleum
<br />A TRUE COPY
<br />CERTIFICATION ON LAST PAGE
<br />J.R. SMITH, CLERK
<br />PayPal: the longer of (i) (A) 1 year from the transaction date, or (B) 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 />If you'd like additional information about anything you've read in Your Payments
<br />Acceptance Guide, please contact Customer Service.
<br />16. Lost/Recovered Cards
<br />If a card is left behind and remains unclaimed, you should call the appropriate
<br />payment organization's Customer Service team via the number below and they will
<br />instruct you on how to handle it:
<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 1-877-569-1113
<br />Records17. Retention of
<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 />Refunds
<br />You must submit all credit transactions to us within 5 days of determining that a
<br />credit is due.
<br />21. Additional Provisions for Specific Industries
<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 toyouor 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 />15
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