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Loss Prevention Guideline

A guideline designed to help merchants reduce loss within the credit card industry. Do not take any credit card transactions until you and your employees are familiar with this information. Failure to adhere to these procedures could result in a substantial financial loss.

Point of Sale Procedures:

1- Check for signs of suspicious behavior
*Credit card pulled from pocket instead of wallet or purse.
*Indiscriminate purchases (without regard to size, color or price).
*Using “mom's” card-this is a big indicator of possible fraud.
*Unable to provide photo ID upon request.

2- Examine the card being presented for tampering
*Does the pre-printed BIN (Bank Identification Number) match the first 4 digits of the embossed number on the card?
*Does the hologram appear authentic?
*Does the signature panel have “void” written across it?

If you answered “no” to the first question or “yes” to the last two questions, your best option is to ask for another form of payment or you may call for a Code 10 authorization.

Code 10 Procedures: these steps should be followed when

You are suspicious of your customer's behavior.

You suspect that the card being presented is fraudulent.

When your terminal displays the message “HOLD-CALL.”

In order to complete a CODE 10 authorization request, call the Voice Authorization number (800 944 1111 Bank Code is 89900) and tell the operator you want a “Code 10.” You will be asked a series of questions that will help the operator determine the validity of the sale without alerting the customer of your suspicions.

If the sale is approved, swipe the card though the terminal as a “prior authorized sale” or “forced sale” using the authorization code provided to you. You MUST make an imprint of the card to avoid potential loss in the future. Have your customer sign the imprinted copy even though a receipt will print from your printer. If you are instructed to retain the card attempt to do so without endangering your safety of the safety of others.

3- Swipe the card through your terminal

*Electronic Payment Systems highly recommends Fraud Programming. This feature requires your employee to punch in the last four digits of the card number before completing the sale. This helps to deter the use of counterfeit cards.
*Ensure a valid authorization was obtained.
*Match the number on the card to the number on the printed receipt.
*If the magnetic stripe is unreadable, a manual imprint is REQUIRED- failure to obtain a manual imprint could result in a chargeback that is not reversible causing financial loss to the merchant.

*If you are required to have an manual imprint (magnetic stripe is not readable or you performing a “prior authorized” or “forced” sale) be sure the cardholder signs the manually imprinted draft. Be absolutely sure that this is a legible and very clear imprint to avoid possible problems in the future.
*If the signatures do not match, do not take the sale.
*Keep the original sales draft on file for 3 years.

Mail and Phone Order Procedures:

If you choose to accept a mail order or phone order transaction, YOU are taking 100% responsibility for the validity of that transaction. You have NO protection against chargebacks when the card is not present at the point of sale.

There are, however, steps you can take to better ensure payment on the transaction.

Perform Address Verification by contacting the issuing bank directly. Ask your customer for their name, phone number and address. You may call the customer service number on the back of the card or call Electronic Payment Systems and we will get the number for you. This will also help ensure that your customer is the true cardholder. Verify the billing address and phone number of the cardholder with the issuer to help confirm your cardholder's identity and never ship to a non-billing address.

Call information in the city where your customer lives to verify the info you were given.

Try calling your customer back at the number they gave you to make sure it is valid.

Request that your customer fax you a signed authorization that includes their signature as well as a copy of the front and back of their card.

Obtain the three-digit CVV code off the back of the credit card. On the back of the card, the card number will be inked on to the plastic and at the end of the number you will find the CVV code. This “code” is unique to a particular card and helps to ensure that the cardholder does have the card in his/her possession.

Retrieval Requests: You may be asked to send of copy of a sales draft to us so that we may forward it on to the cardholder. This request will come to you in the form of a letter containing the specific information on the sale in question. Failure to provide a legible copy of the sales draft in the timeframe outlined in the letter will result in a chargeback that will not be reversible. Please contact us at the number on the letter to ensure that your sales draft has been received and is being processed.

Chargebacks: For one of several reasons, an issuing bank has determined that their cardholder is due a refund. Electronic Payment Systems will also assist you in reversing any invalid chargebacks.

It is important to note that not every chargeback will be preceded by a retrieval request. It is also important to note that there are many different reasons why you may be charged back.

Should you have any questions about this guide, please do not hesitate to contact us. It is our pleasure to assist you in preventing loss.