Clover Operating Guide

Clover™ Operating Guide
2
This Operating Guide forms part of your Merchant Agreement, so please read it carefully and keep it in a
safe place for future reference. If you have any questions about our service or this guide, please contact us
directly on the number below.
Merchant Support Centre:
0845 605 0615†

Lines open 7am – Midnight, 7 days a week
This Operating Guide should be read in conjunction with the Merchant Conditions. All capitalised terms used
in this Operating Guide and not otherwise defined in this Operating Guide shall have the meanings set out in
the Merchant Conditions.
† Calls may be recorded. Calls cost 5p per minute, plus your phone company's access charge.
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contents
1. Some Basic Rules - Page 6 --Contactless Transactions

--You Must --What is a Contactless Transaction?
--You Cannot --Accepting Contactless Card Payments
--Record Keeping --Authorisation and Code 10 Calls
--Storage of Cardholder Information --Definition of Authorisation
2. Things You Need to Know Before You Accept --Referrals
Card Payments - Page 7 --Code 10 Calls for Card Present Transactions
2.1 Payment card recognition - Page 7 --Refund Process
--Visa
--Purchase with Cashback
--Visa Credit Cards
3.2 Card Not Present Transactions - Page 19
--Visa Electron
--Definition of Card Not Present
--Visa Prepaid
--Card Not Present Transactions
--Visa and Visa Electron Mini Cards
--Card Security Code
--MasterCard
--How You Must Treat the Card Security Code
--MasterCard Credit Card and Debit MasterCard
--Address Verification Service
--Maestro --Electronic Transactions
2.2 Commercial Cards - Page 10 --Authorisation Responses
--Business Card --Pre-Authorisation
--Corporate Card --Rules for Mail Order/Telephone Order Transactions
--Purchasing Card --Recurring Transaction
2.3 How to guard against fraud - Page 11 --VAU and ABU
--Preventing and Detecting Fraudulent Card Not --Qualifying and Non Qualifying Transactions
Present Transactions
3.3 Internet Card Transactions - Page 25
--Preventing and Detecting Fraudulent Card Present
--Applying to Take Internet Card Transactions
Transactions
--Website Requirements
--Counterfeit Cards
--Order Page (basket)
--Delivery Warning Signals
--Payment Page (check-out)
--Instruct Your Courier
--Verified by Visa and MasterCard SecureCode
--Card Chip-Read/Swipe Failure
--Payment Service Provider
--Returning Wanted or Recovered Cards
--Receipt Requirements
--Reward Scheme
--Website Content
--Other Important Fraud Considerations
--Merchant Details
2.4 Card scheme requirements - Page 14 --Products and Pricing
--Payment Card Industry Data Security Standard
--Placing an Order
(PCI DSS)
--Payments and Refunds
--What is PCI DSS?
--Recurring Payments
--Why Comply with the PCI Security Standard?
--Delivery and Guarantees
--Secure Data Storage
--PCI DSS Requirements 3.4 Refund Process - Page 28
--Demonstrating Compliance with PCI DSS 3.5 Global Choice / Dynamic
--Maestro Mandate Currency Conversion - Page 29
3. Accepting Card Transactions - Page 16 3.6 Multi-Currency & Cross Border
3.1 Card Present Transactions - Page 16 Acceptance - Page 29

--Permitted Merchant Outlet Location Countries
--Using Your Point of Sale Terminal
--Available Funding and Settlement Currencies
--Manual Entry for Card Present Transactions
--Non Chip Cards 3.7 Bureau de Change - Page 30
--Terminal Fallback
4
contents Cont.
4. General Procedures and Banking - Page 31 --Advanced Deposits

4.1 Everyday procedures - Page 31 --Cancellation Policy
--Banking Procedures --Guest Arrivals/Check-In
--Fallback Paper Processing Procedures --No Show
--The Sales Voucher --Pre-Authorisation
--Completing a Sales Voucher --Departures/Check-Out
--The Refund Voucher --Express/Priority Check-Out
--Processing Refunds Using the --Extended Stays
Fallback Procedures
--Disputed Transactions
--Completing a Refund Voucher
--Requests for Information and Notification
--Preparing Vouchers for Submission of Chargebacks
--Submitting Vouchers
9. Keeping Your Point of Sale Terminal Device Safe
--Refund Voucher Process - Page 47
4.2 Exceptional procedures - Page 34 10. Changes to Your Business - Page 48
--Can I Pass Charges to My Customer? --Change of Bank and/or Branch
--Minimum Charging --Change of Address
--Split Sales and Transactions --Closure or Change of Ownership
--Alteration of Amounts --Change of Business or Trading Name
5. Chargebacks and Retrieval Requests - Page 36 --Change of Legal Entity

--Why Chargebacks Occur --Change of Products or Services Sold or
--Chargeback Reversal Procedure Other Details
--Common Causes for Chargebacks --Changing Your Trading Terms
--Retrieval Requests --Other Changes Affecting Your Business
--To Help Reduce the Risk of Chargebacks --Changing Method of Taking Cards
6. Payment of Debt - Page 38 11. Voicing Your Concerns - Page 50

7. Vehicle Rental Reservation Service - Page 39 12. Additional Information - Page 51
--Telephone Reservations --Stationery
--Fax or Mail Reservations --Point of Sale and Display Material
--Internet Reservations --First Data Merchant Solutions Artwork Guide
--Reservation Confirmation --Emergencies & Disruptions
--Your Cancellation Policy 13. Useful Contact Information - Page 52

--No Show --Authorisation Centre
--Vehicle Collection --Merchant Support Centre
--Estimated Authorisation --PCI DSS Compliance Programme
--Pre-Authorisation --First Data Global Leasing
--Delayed Charges --Terminal Manufacturers
--Accident or Collision --ClientLine
--Accepting Split Sales --Global Choice – Dynamic Currency Conversion
--Refund Policy --American Express
--Extended Hire --Plusnet/Phoenix
--Disputed Transactions 14. Glossary - Page 53

8. Hotels, Lodging and Accommodation - Page 43
--Advance Reservations
--Telephone Reservations
--Fax or Mail Reservations
--Internet Reservations
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SECTION 1: Some Basic Rules
1. Some Basic Rules

To get the most out of your service, it is important to follow some basic
procedures that are strictly enforced by VISA® and MasterCard®.
You Must
JJ Clearly display Card acceptance logos for your customers to see, for example VISA and MasterCard.
JJ Ensure that any charges in respect of Credit Cards do not exceed the charges payable by you as detailed in
your Application Form.
JJ Provide a Sales Receipt for the Cardholder, to indicate that you have debited their payment card.
JJ Include any taxes in the amount charged on Card Transactions, they may not be collected by you in cash.
JJ Validate compliance with the Payment Card Industry Data Security Standard (PCI DSS). Please see Section 2.4
for further information.
JJ Notify us of any changes to your business.
You Cannot
JJ Levy charges in respect of the acceptance of Debit Cards.
JJ Indicate that VISA and MasterCard or any other Association endorses your goods and services.
JJ Establish procedures that discourage, favour or discriminate against the use of any particular Card.
JJ Ask the Cardholder to supply any personal information, for example home or business telephone number, home
or business address, or drivers licence number specifically for the payment card transaction, unless instructed
by First Data Merchant Solutions.
JJ Submit a Card Transaction or sale that has been previously subject to Chargeback.
JJ Accept any direct payments from Cardholders e.g. cash/cheque for credit of the Card account. Only the
card-issuing bank is authorised to receive such payments.
JJ Process paper transactions (except when following the Fallback Procedures) Please see Section 4.1.
JJ Accept Card Transactions on behalf of third parties.
JJ Manually key payment Card Transactions into a Point of Sale Terminal when the Card details have been
provided via an internet shopping cart.
JJ Process Card Not Present Transactions without prior notice from the Cardholder.
JJ Process Internet Card Transactions without prior agreement and designated internet facility.
JJ Store sensitive card data.
JJ Require, or indicate that you require, a minimum transaction amount to accept a valid and properly
presented Card.
Record Keeping
In order to help us to defend potential retrieval requests and Chargebacks on
your behalf, please retain and, if requested, provide copies of Card Transaction
documents for a minimum of 24 months after completion of each Card
Transaction.
A Card Transaction is only completed on the final delivery
of goods or services.
JJ Please supply all Sales Receipts and Refund Receipts
requested by us within 14 calendar days. Strict time
limits for the supply of this information are enforced by
each of the Card Schemes.
JJ When we request a copy of a Sales Voucher, the Card
Issuer may only supply us with the Card Transaction
date and Card Number. It is important that you
store your Sales Receipts carefully and in date order,
followed by the Card Number, to ease the retrieval
process.
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SECTION 2: Things You Need to Know Before You Accept Card Payments
Storage of Cardholder Information

Do not store the following under any circumstances:
-- Full contents of any data from the magnetic stripe or chip
-- Card Security Code (CSC) – the three digit value printed on the signature panel of the Card
JJ Store only the portion of the customer’s account information that is essential i.e. name, account number and
expiry date.
JJ Store all material containing this information in a secure area in accordance with the PCI DSS.
Please see Section 2.4.
Operating
J J You areGresponsible
uide for retaining and providing copies of Sales Receipts
First Dand
ata M erchant
any Refund Solutions
Receipts for a
minimum of 18 months from the original Card Transaction date. After such time, destroy or purge all media
containing obsolete transaction data with Cardholder Information.
2. Things You Need to Know Before You Accept Card Payments
JJ PCI DSS rules apply if you (or your agent) store data electronically. Please see Section 2.4.

2.
2.1Things
Payment You
Card Need to Know Before You Accept Card Payments
Recognition
2.1
Visa Payment
Card Recognition
Visa
All Visa Cards have a Visa logo, holographic feature, ultraviolet feature and Card Security Code (CSC).
All Visa Cards have a Visa logo, holographic feature, ultraviolet feature and Card Security Code (CSC).
Not all Visa Cards are embossed or have a full account number or Cardholder name.
Not all Visa Cards are embossed or have a full account number or Cardholder name.
Visa Credit Cards
Visa Credit Cards
1. Logo
1. Visa Visa Logo
Always
Always appears appears on the on front of the Card,
8 Issuer Identification the f ront o f t he C ard, side.
usually on the right-hand
usually on the right-‐
2. Account Number
hand side.
Usually 16 digits and can be embossed or
2. printed.
flat Account Number
Usually 16 digits and
3. Holographic feature
can be embossed or
Features either a single dove or series of
flat printed.
repeated doves in flight.
4. U3.ltraviolet
Holographic
featurefeature
AppearsFeatures
as a “V” either
or adove under
8 Issuer Identification
single
ultraviolet light.d ove o r s eries
of repeated doves in
5. CSC
flight.
Always appears on the reverse of the Card
4. Ultraviolet
either feature panel or to the side.
on the signature
Appears feature
This security as a “V” should
or be used to
dove u nder u ltraviolet
confirm online and telephone payments.
light.
6. Cardholder name
May
5. appear
CSC as a name, generic identifier
8 Issuer Identification Always
e.g. airline appears on
passenger or may be left blank.
the rChip
7. Optional everse of the
Card
Works togethereither o n the
with the Cardholder’s
signature p anel or to
PIN or signature to create more secure
the side. This security
payment. Not all Visa Cards have a chip
feature should be
but you can accept them as normal using
used to confirm
the magnetic stripe.
online and telephone
8. Issuerpayments.
Identification
This area is available for each Card Issuer to
6. Cardholder
brand their cards. name
May appear as a name, generic identifier e.g. airline passenger or may be left blank.
7. Optional Chip
Works together with the Cardholders PIN or signature to create more secure payment. Not
all Visa cards have a chip but you can accept them as normal using the magnetic stripe.
8. Issuer Identification
This area is available for each Bank Card issuer to brand their cards.
7
Operating Guide First Data Me
Visa Electron Visa Electron

1. Visa Electron Logo 1. Vis
Always appears on the Card, usually on Alw
the right-hand side. 9 Issuer Identification the
2. Account Number the
Usually appears as a 16 digit and can be
2. Acc
embossed or flat printed. Usu
3. Holographic feature a 1
Features either a single dove or series of be
repeated doves in flight. prin
4. Ultraviolet feature 3. Ho
Appears as a “V” of dove under fea
ultraviolet light. 9 Issuer Identification Fea
5. CSC sin
The CSC always appears on the reverse ser
of the Card either on the signature dov
panel or to the side. This security feature 4. Ult
should be used to confirm online and App
telephone payments. dov
6. Cardholder name ultr
May appear as a name, generic
5. CSC
identifier e.g. airline passenger or may
The
be left blank. 9 Issuer Identification
app
7. Optional Chip rev
Works together with the Cardholder’s eith
PIN or signature to create more secure sign
payment. Not all Visa cards have a chip to t
but you can accept them as normal using sec
the magnetic stripe. sho
con
8. ELECTRONIC USE ONLY
tele
A legend denoting ELECTRONIC USE pay
ONLY appears on the front or back of
the Card. 6. Cardholder name
May appear as a name, generic identifier e.g. airline passenger or may be lef
This area is available for each Card Issuer 7. Optional Chip
to brand their Cards. Works together with the Cardholders PIN or signature to create more secure
all Visa cards have a chip but you can accept them as normal using the magn
Visa Prepaid 8. ELECTRONIC USE ONLY

a legend denoting ELECTRONIC USE ONLY appears on the front or back of the
Visa issue prepaid cards. These are loaded with funds and often given as gifts. They are not always personalised
with a specific Cardholder name, but you can still accept them Ias
9. Issuer you would any other Visa Card.
dentification
This area is available for each Bank Card Issuer to brand their cards.
Visa and Visa Electron Mini Cards

These are miniature Visa and Visa Electron Cards, which carry the logos in a reduced size, positioned in either the
bottom or top right of the Card. Visa Prepaid
A Visa mini dove hologram will feature on the back orissue
Visa front of the CVisa
Prepaid Mini
ards. Card.
These are lHowever, this
oaded with is optional
funds ongVisa
and often iven as gifts. They a
Electron Mini Cards. personalised with a specific Cardholder name, but you can still accept them as you wo
Other features include: Visa Card.
JJ Signature Panel
a signature panel will appear on the back of the
Card.
JJ Magnetic Stripe
The magnetic strip will appear on the back of the Card.
†Telephone calls may be recorded for security purposes and monitored under quality control process.
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JJ Card Security Code

A three-digit Card Security Code will be displayed on the back of the Card, either in the white area next to the
signature panel or directly onto the signature panel.
JJ Cardholder Photograph and Signature
A photograph of the Cardholder may appear either
on the front or the back of the Card.
MasterCard™ 7
MasterCard Cards are produced in many different

designs and each Card identifies the Card Issuer.
MasterCard Credit Card & Debit MasterCard

All MasterCard Cards have the following security
6 4 3 5 1
features:
1. MasterCard Logo
The MasterCard symbol of two interlocking globes and
the MasterCard hologram together, surrounded by a
retaining line, on the front of the Card.
1
2. Chip
Most Cards will carry an embedded chip, which works 7
together with the Cardholders PIN or signature to
create more secure payment. 2
3. Expiry Date
Every MasterCard must have an expiry date. Some
may also include an optional ‘Valid From’ date. 6 4 3 5
4. Cardholder name
May appear as a name, generic identifier e.g. airline
passenger or may be left blank.
5. Embossed or printed account number
Embossed or flat printed, the account number can 8
be up to 19 digits and the first digit is always the
number 5. 9
6. Printed Bank Identification Number (BIN)
The four digit printed BIN number must appear be-
low the account number and must match the first four
digits of the embossed or printed account number. You
must always check these numbers carefully to ensure
they are the same.
This area is available for each Card Issuer to brand
their Cards.
8. Magnetic stripe
The magnetic stripe holds information about the card and appears on the back of all Cards.
9. CSC
The Card Number or last 4 digits of the Card Number is printed on the signature strip on the back of the Card
followed by the CSC (Card Security Code) which is a 3-digit number designed to provide extra security when
conducting Card Not Present Transactions.
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Maestro™
Maestro is a Debit Card brand owned by MasterCard
and is issued in the UK and overseas.
Usually, Maestro Cards will carry the following details:
1. Maestro Logo
The blue and red interlocking circles with the word
“Maestro” printed across the centre in white.
2. Cardholder Number
This can be between 12 and 19 digits long.
3. Cardholder Name
4. Expiry date
5. Signature Panel 3 2 1
A signature panel will appear on the back of the Card.

6. Magnetic Stripe
The magnetic strip will appear on the back of the Card. This may be printed with the word ‘Maestro’ in repeat
pattern and may contain the last four digits of the Card Number, followed by the CSC.
Some may also contain the following:
JJ Chip
JJ Hologram
JJ Cardholders title (for example, Mr, Mrs, Miss)
JJ Start date
JJ Card issue number
This is the sequential number used to identify cards issued on the same account. It will be one or two
digits only.
There are some differences in the way UK issued Maestro Cards and internationally issued Maestro Cards operate
and it is very important that you follow this guide for all Maestro Cards you accept.
You must ensure that your staff are trained to accept Maestro Cards, and are familiar with these procedures.
For UK issued Maestro, transactions should be taken through your electronic Terminal and any amounts equal
to or over your Maestro Floor Limit must be authorised. For internationally issued Maestro, all transactions must
be authorised and your Terminal will recognise this. In the event of failed card read or swipe, please refer to the
Terminal Fallback Procedures set out in Section 4.1.
If you accept Internet Card Transactions, you must be registered for MasterCard SecureCode, please refer to
Section 3.3, before you can accept any Maestro or International Maestro Cards.
2.2 Commercial Cards

Commercial Cards bring specific benefits to business-to-business sales transactions. They look like any other
Visa or MasterCard Card, although many have the description of the card’s function on the front of the Card, for
example ‘Purchasing Card’.
There are three main types of Commercial Cards:
Business Card
JJ Suitable for paying everything a small business needs for example stationery, office supplies, travel
expenses etc.
JJ Provides small businesses with a business payment method, an expense control mechanism and a cash
management tool.
JJ Available as charge and credit cards.
Corporate Card
JJ Suitable for mid-sized to large companies for travel and entertainment expenses.
JJ Provides management with the information to control expenditure and manage business expenses.
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JJ Enables companies to streamline the administration of expenses, saving time and money by reducing the cash
handling and paper-based payments.
Purchasing Card
Purchasing Cards can be used to settle transactions in the usual way, however, they can also automate the paper
invoice system and satisfy VAT reporting requirements.
JJ Used by government departments, public sector bodies and large businesses.
JJ Enables control and monitoring of expenditure and the provision of data and information to help improve
cost management.
JJ Allows reporting of reduced VAT rates.
JJ Removes paper-based processes through electronic invoicing and provides a detailed breakdown
of expenditure.
2.3 How to Guard Against Fraud

Preventing and Detecting Fraudulent Card Not Present (CNP) Transactions
JJ Authorisation is not a guarantee of payment, it only confirms there are enough funds to pay for the goods and
that the Card has not been blocked at the time of the transaction.
JJ Fraudulent CNP Transactions are your liability as they are likely to be charged back to you.
JJ Goods relating to a CNP Transaction should not be collected by the Cardholder. If the Cardholder wishes to
collect the goods, then they must present the Card for payment at the time of collection. You should then
cancel the CNP order and complete a Card Present Transaction.
JJ Never dispatch goods to a third party, such as a friend, taxi driver, hotel or other temporary accommodation
(except for goods such as flowers, as these are generally expected to be delivered to an address other than
that of the Cardholder).
JJ Be wary if the delivery/customer is overseas and products purchased are readily available in the customers’
local market.
JJ Be aware of ‘social engineering’. Fraudsters may spend time building up credibility and then place a large order
or make a request for goods or services outside of your usual trade, such as money transfers.
Ask yourself the following questions before the transaction.
JJ Why has this customer come to me?
JJ Is the sale almost too easy; is the customer disinterested in price and details of the goods?
JJ Are the goods of high value, ordered in bulk or easily re-saleable?
JJ How does the sale compare with your average transaction, is the customer ordering multiple items, does the
spending pattern fit with your usual customers?
JJ Is this a new customer, does the caller match the Card, is the customer having problems remembering the
address, or seem to be reading from notes, or is the customer being prompted by a third party?
JJ Does the customer offer other Card Numbers if a transaction is declined?
JJ Is the customer unwilling to provide a
landline number?
JJ What is the geographical location of the Card
compared to the delivery address? Has the Card
been issued overseas with the goods to go locally
and vice versa? For example, if the billing address is
an overseas address whilst the delivery address is in
the UK.
JJ Are you delivering multiple orders to the
same address?
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Assess your risk and perform extra checks to reduce the

risks of fraud.
JJ Employ AVS/CSC checking (please refer to
Section 3.2).
JJ Register and implement 3D Secure (please refer to
Section 3.3).
JJ Implement third party fraud screening tools.
JJ Validate private telephone numbers through Directory
Enquires and call customers back to confirm orders
(not necessarily straight away).
JJ Check business customers against business directories
or internet search engines.
JJ Validate private addresses against the Electoral
Register, telephone directory or internet map
searches.
JJ Avoid orders to overseas addresses unless you are confident that it is genuine. In the case of fraud, you will lose
your goods and the shipping costs.
JJ Employ velocity checking; how often would you expect the same customer or the same card to be genuinely
used over a specified period? Validate anything outside of these norms.
Preventing and Detecting Fraudulent Card Present Transactions

Please make sure that all staff accepting payment by Credit/Debit Cards on your behalf have read and
understood the following guidelines in order to reduce the possibility of fraud.
Remember, these suggestions could help you in preventing fraudulent Card Transactions that could result in a
Chargeback to you.
JJ If the appearance of the Card being presented or the behaviour of the person presenting the Card raises
suspicion, you must immediately call the Authorisation Centre 0844 257 9400 and state “This is a Code 10
Authorisation”. Answer all of the operator’s questions and follow their instructions.
JJ Ask yourself; does the customer appear nervous/agitated/hurried?
JJ Are they making indiscriminate purchases? For example, not interested in the price of the item.
JJ The customer makes an order substantially greater than your usual sale e.g. your average Card Transaction is
£40.00, but this Card Transaction is for £400.00.
JJ The customer purchases more than one of the same item (i.e. items that may be easily re-sold such as jewellery,
video equipment, stereo equipment, computer games).
JJ The customer insists upon taking the goods immediately, for example, they are not interested in free delivery,
alteration or if it is difficult to handle.
JJ The customer takes an unusual amount of time to sign and refers to the signature on the back of the Card.
JJ The customer takes the Card from a pocket instead of a wallet.
JJ The customer repeatedly returns to make additional orders in a short period of time causing an unusual sudden
increase in the number and average sales Card Transactions value over a 1 to 3 day period.
JJ The customer tells you that he/she has been having problems with his/her Card for payment where multiple
Card Transactions are subsequently declined but eventually an Authorisation is obtained for a lower amount.
(Most genuine Cardholders know how much available credit they have.)
JJ Card Transactions are subsequently declined but eventually an Authorisation is obtained for a lower amount.
(Most genuine Cardholders know how much available credit they have.)
JJ A fraudster may present more than 1 Card, often to find a Card that will be successfully authorised. If this
happens, take particular care and also look out for Cards presented, issued by the same Card Issuer, where
the Card Numbers are sequential or very similar. When in doubt, make a ‘Code 10’ Authorisation call to the
Authorisation Centre.
JJ If you have an electronic Terminal and wish to reduce exposure to fraud you may request a reduction to your
Terminal Floor Limit. Not only will this reduce fraud but it may also reduce Chargebacks due to invalid Cards.
Please contact the Merchant Support Centre on 0845 964 5055† to arrange this reduction.
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Never accept an Authorisation Code from a customer.

Authorisation must always be obtained via the correct procedures.
Counterfeit Cards
Most cases of counterfeit fraud involves ‘skimming’ or ‘cloning’, this is where the genuine data in the magnetic
strip on one Card is electronically copied onto another Card without the legitimate Cardholder’s knowledge. This
type of fraud can be identified by checking that the Card Number printed on the voucher is the same as that
embossed on the front of the Card. If these numbers differ, call the Authorisation Centre immediately on 0844
257 9400 stating “This is a Code 10 Authorisation”.
The introduction of Chip Cards (Cards which contain a small micro chip) means that genuine Cards are less likely
to fail at the Point of Sale, so the need to manually key enter Card details is reduced.
To help avoid receiving Chargebacks as a result of counterfeit fraud and disputed key entered Card Transactions,
follow the guidelines provided in Section 3.1, Manual entry for Card Present Transactions.
Delivery Warning Signals

Here are some danger signs to look out for when arranging delivery of goods.
JJ Goods should not be released to third parties such as friends of the Cardholder, taxi drivers, chauffeurs,
couriers or messengers. However, third party delivery of relatively low value goods such as flowers is
appropriate.
JJ Insist that goods may only be delivered to the Cardholder’s permanent address. If you agree to send goods to
a different address, take extra care and always keep a written record of the delivery address with your copy of
the Card Transaction details.
JJ Goods are to be delivered abroad.
JJ Don’t send goods to hotels or other temporary accommodation. Only send goods by registered post or a
reputable courier and insist on a signed and dated delivery note.
Instruct your Courier

Make sure the goods are delivered to the specified address and not given to someone who ‘just happens to be
waiting outside’. Instruct your courier to return with the goods if they are unable to effect delivery to the agreed
person/address.
Do not deliver to an address, which is obviously vacant.

Obtain signed proof of delivery, preferably the Cardholder’s signature.
If you have your own delivery service, consider training your driver to check the Card. If you wish to do this please
contact the Fraud Department by phoning the Merchant Support Centre on 0845 964 5055† for more details.
Always be particularly wary of:
JJ Demands for next day delivery.
JJ Alterations of delivery address at short notice.
JJ Phone calls on the day of delivery asking what time, exactly, the goods are due to be delivered.
Card chip-read/swipe failure

Please refer to Section 4 on Fallback Procedures.
Returning wanted or recovered cards

Please keep the Card safely at your premises until the end of business on the day when the Card was found. If
the Cardholder returns to claim the Card, obtain the claimant’s signature and compare this signature with that
on the Card. If you are suspicious that the claimant is not the Cardholder, telephone the Authorisation Centre
and state “This is a Code 10 Authorisation”. Only release the Card if you are satisfied that the claimant is the
Cardholder.
13
Unclaimed Cards should be cut across the bottom left hand corner of the front of the Card and both parts
attached to a letter. Please complete the form and send it to:
First Data Merchant Solutions Rewards Department,
PO Box 209,
Basildon,
Essex
SS14 9AA
A financial reward is not given in these circumstances.

Reward scheme
If you are worried about these or any other details, keep the Card and goods. Then telephone the Authorisation
Centre immediately, stating “This is a Code 10 Authorisation”.
For further information, please see Section 4.1 Everyday procedures. A reward of £50 will normally be paid (at our
discretion) to any Merchant who recovers a Card, when requested to do so by the Authorisation Centre.
Other Important Fraud Considerations

Remember – An Authorisation Code only indicates the availability of a Cardholder’s credit and that the Card has
not been blocked at the time of the Card Transaction. It does not guarantee that the person using the Card is the
rightful Cardholder.
Do not, under any circumstances, process Card Transactions for any business other than your own. Some
fraudsters offer commission to process Card Transactions while they are awaiting their own Credit Card facilities.
If you process Card Transactions on behalf of any other business/person, you will be liable for any Chargebacks,
will be in breach of your Merchant Agreement and will put your own First Data Merchant Solutions service at risk.
Your Card Transactions must not involve any Card Issued in:
JJ Your name or your account.
JJ Or the partner in, or director or other officer of your business.
JJ Or the spouse or any member of the immediate family or household of any such person detailed above.
Doing so will put your First Data Merchant Solutions service at risk and, in addition, First Data Merchant Solutions
will have the right to process an entry to cancel the Card Transaction without notification.
2.4 Card scheme requirements

Payment Card Industry Data Security Standard (PCI DSS)
What is PCI DSS?
Goals PCI DSS Requirements – Validated by Self or Outside Assessment

Build and Maintain a Secure 1. Install and maintain a firewall configuration to protect Cardholder data
Network 2. Do not use vendor-supplied defaults for system passwords and other security
parameters
Protect Cardholder Data 3. Protect stored data

4. Encrypt transmission of Cardholder data across open, public networks
Maintain a Vulnerability 5. Use and regularly update anti-virus software or programs
Management Program 6. Develop and maintain secure systems and applications
Implement Strong Access 7. Restrict access to Cardholder data by business need-to-know

Control Measures 8. Assign a unique ID to each person with computer access
9. Restrict physical access to Cardholder data
Regularly Monitor and Test 10. Track and monitor all access to network resources and Cardholder data
Networks 11. Regularly test security systems and processes
Maintain an Information 12. Maintain a policy that addresses information security for all personnel
Security Policy
14
The Payment Card Industry Data Security Standard (PCI DSS) is a set of standards specified by the PCI Security
Standards Council aligning Visa’s Account Information Security (AIS) and MasterCard’s Site Data Protection (SDP)
programme.
Compliance with the standards will ensure that certain Card data is stored securely by your business and by any
third party, which stores, transmits or processes such Card data on your behalf.
Why Comply with the PCI Security Standards?
Compliance with the PCI DSS helps prevent security breaches and theft of Card data. Data compromise can lead
to financial penalties and will have a negative impact on the reputation of your business. Complying with the PCI
DSS means that your systems are secure and customers can trust you with their sensitive Card data.
Secure Data Storage

Any data that is necessary to process Card Transactions must be securely stored, regardless of how it is
recorded, be it electronically, on paper, audio/voice recording or otherwise. This includes, but is not limited to,
the following:
JJ Any data that is used to authenticate a Card payment including the Card Number, expiry date, passwords, pass
phrases and any other unique data supplied as part of the Card payment
JJ Any data that may identify individual Cardholders and their purchases. This includes name, address, purchase
description, amount and other details of the Card payment
Certain data must not be stored at any time, examples include:
JJ The Card Verification Value (CVV) contained in the magnetic strip
JJ The contents of the magnetic strip, also known as Track 2 Data
JJ The Card Verification Value contained in a chip known as iCVV
JJ The Card Security Code (CSC), also known as CVV2 printed on the back of the Card in or next to the
signature panel
JJ The PIN Verification Value (PVV), which is contained in the magnetic strip
PCI DSS Requirements

PCI DSS sets out a number of requirements, which you must comply with to ensure that Cardholder data is
handled securely.
Further information is available from the PCI Security Standards Council website at www.pcisecuritystandards.org
Demonstrating Compliance with PCI DSS

You must validate your PCI DSS compliance status by enrolling in the First Data Merchant Solutions PCI DSS
Compliance Programme at compliance.firstdatams.com using the access details provided to you in writing.
Once you have completed the enrolment process, you will be asked a series of registration questions. Please
answer the questions accurately, as this will determine the method of validation you must undertake, either
self-evaluate using a Self Assessment Questionnaire (SAQ) or by submitting a Report on Compliance (ROC).
First Data Merchant Solutions Compliance Programme will direct you through both methods of validation.
PCI DSS compliance is an ongoing process and in order to maintain compliance, maintenance task reminders will
be sent to you throughout the year.
You must validate compliance on an annual basis.
First Data Merchant Solutions Compliance Programme will remind you in advance of your compliance
renewal date.
Maestro mandate
You must implement SecureCode for all Maestro Internet Card Transactions. This will help your business defend
against fraud and avoid potential Card Scheme fines. Please refer to Section 3.3 3D Secure for more information.
You must not key enter Maestro Card details at your Point of Sale if the Cardholder is present. For example, if the
Card Chip or magnetic stripe fails you must not key enter the Card details, you must seek an alternative method of
payment from the customer.
15
Some
Some ccustomers
ustomers mmay
ay nnot
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nd PPIN
IN CCard
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ustomers from
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customers w ith d isabilities.
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SECTION 3: Accepting Card Transactions You
You sshould
hould nnot
ot aattempt
ttempt tto o gguess
uess wwhether
hether tthe he ccustomer’s
ustomer’s CCard
ard is
is aa C Chip
hip
signature,
signature, simply process the card in the terminal and follow the ppromp
s imply p rocess t he c ard i n t he t erminal a nd f ollow t he romp
3. Accepting Card Transactions
3.1 Card Present Transactions

Operating G
Point ofGuide
Using yourOperating uide
Sale (POS) Terminal First D
First Data
ata MMerchant
erchant SSolutions
olutions

£15.20
£15.20
Always follow the instructions shown in your
Terminal User Guide supplied with your
3. Accepting Card Transactions
Terminal. 3. Accepting Card Transactions
3.1and
Card PCards
resent
3.1
Although Chip Card
PINP arettransactions
resent ransactions
the most common in Check the customer agrees
the UK, you must continue to accept all types of

Using yyour
our PPoint
oint oof
f SSale
ale ((POS)
POS) TTerminal
erminal with the transaction total
Using
MasterCard and Visa Cards.
User Guide supplied with your Terminal.
Always follow the instructions shown in your Terminal
Some customersAlways
mayfollow
not have the instructions
a Chip and sPIN hown Card in your Terminal User Guide supplied with your Terminal.
e.g. customersAlthough Chip
hip aand
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Although C nd and
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some
ards re tthe
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o aaccept
ccept aall
ll ttypes
ypes
of M
disabilities. of MasterCard
asterCard aand
nd VVisa
isa C
Cards.
ards.

You should not attempt
Some
Some to guess
ccustomers
ustomers may
m nwhether
ay n ot h
ot ave aathe
have C customer’s
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nd PPIN
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ustomers ffrom rom ooverseas
verseas aand
nd ssome
ome
customers
Card is a Chip and PIN w
customers w
Cardith d
ith dor requires a PIN or signature,
isabilities.
isabilities.
simply process the card in the terminal and follow the Insert or Swipe the card in
You sshould
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ttempt tto
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uess w whether
hether tthe
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ustomer’s Card
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othe
r rrequires
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reader a a P
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or
r
prompts on the screen.
signature, ssimply
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n tthe
he tterminal
erminal aand
nd ffollow
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he pprompts
rompts oon
n ttFollow
he sscreen.
he creen.
the prompts on the screen

Manual entry for Card Present Transactions

A vast majority of your Card Transactions will be chip
read or swiped through your POS Terminal. You will find

that Chip and PIN Card will not usually fail, if you key enter Manual
or revert to the magnetic £15.20
strip on a Chip and PIN Card, Manual eentry
ntry ffor
or CCard
ard PPresent
resent TTransactions
ransactions

it is possible that the issuer will decline the transaction. A A vvast
ast mmajority
ajority oof f yyour
our CCard
ard TTransactions
ransactions wwill ill bbe e CChip
hip rread
ead oor r sswiped
wiped tthr h

Specifically face-to-face transactions taken on a Maestro will
will find that Chip Cards will not usually fail, if you key enter or revert
f ind t hat C hip C ards w ill n ot u sually f ail, i f y ou k ey e nter o r r evert ttoo
Card must not be key entered. The issuer will decline Card,
Card, it it is
is ppossible
ossible tthat
hat tthe
he issuer
issuer wwill ill ddecline
ecline tthe he ttransaction.
ransaction. S Specifical
pecifica
If the transaction is declined, follow the
the transaction. taken o n a M aestro
taken on a Maestro Card mWhen C ard m ust n ot
ust nprompted b e k ey e
ot be key removentered.
entered. the card
TThe
he issuer
issuer wwill ill ddeclin
eclin
terminal prompts, which may direct you to speak to our transaction i s d
transaction is declined, follow eclined, f ollow
fromtthe t he t erminal
erminal prompts, which may direct
he treader p rompts, w hich m ay d irect yy
Authorisation
Authorisation Centre. You should follow their instructions Authorisation CCentre. entre. Y You
ou sMake
should
hould sure follow
follow ttheir
the customer heir instructions
instructions
has their aand
nd oonly nly rretu
et
you a re n ot a sked t o r etain i t.
the Card to the customer if you are not
receipt and card at the end of
and only return you are not asked to retain it. the sale
asked to retain it.

Non-Chip Cards (excluding Maestro Cards and Non-‐Chip
Non-‐Chip CCards
ards (excluding
(excluding M
Maestro
aestro CCards
ards aand
nd VVisa
isa EElectron
lectron CCards)
ards)
Cards)
Visa Electron 1.1. After
After 33 u unsuccessful
nsuccessful aattempts
ttempts tto o sswipe
wipe tthe
he CCard,
ard, yyour
our TTerminal
ermina

1. After 3 unsuccessful attempts to swipe the Card, your been
been p possible t
ossible o
t r
o ead
r t
ead he
t m
he magnetic
agnetic sstrip
trip oon
n tthe
he rreverse
everse oof f tthe
heC
Ask the customer to enter their
Terminal will indicate that it has not been possible to

read the magnetic strip on the reverse of the Card.
2.signYou
PIN or must manually key enter the Card details in accordance wi
the receipt
2. You must manually key enter the Card details in accordance w
ensuring
ensuring tthey
If the customer
hey hhave
signs the receipt,
ave bbeen
een eentered
ntered ccorrectly.
orrectly.

2. You must manually key enter the Card details in
compare the signature with that
on the card
accordance with your Terminal User Guide, ensuring they

Perform other card checks
have been entered correctly.

3. Once you have key entered the Card Transaction details, ask†Telephone the customer to sign the Terminal Sales Receipt in
†Telephonecalls may be recorded for security purposes and monitored under quality control process.
Manual
the normalManual entry
manner. e ntry ffor
or CCard
ard PPresent
resent TTransactions
ransactions calls may be recorded for security purposes and monitored under quality control process.
A vvast
4. If the Cardholder
A ast mmindicates
ajority o
ajority of
f that
yyour
our they
Card
C ard are
TTransactions
ransactions
suffering recurring will
w ill b be
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hip
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ead
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wiped
problemstthrough
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it would yyour
our be
POS
P OS TTerminal.
helpfulerminal.
to suggest YYou
ou
will
be ffwise
that it maywill ind tthat
ind hat Chip
hip C
to contact
C Cards
ards
their will
w ill
Card not
n ot Issuer
usually
u sually toffail,
ail,
advise iif
f yyou
ou kkey
them ey eeof
nter
theo
nter oproblem.
r rrevert
r evert tto
o Iftthe
he
youm mfeel
agnetic
thatssthere
agnetic trip o
trip on
n
may aa C
Chip
hip
be a
Card,
problem with iit
your
Card, t iis
s Terminal,
possible
p ossible ttplease
hat tthe
hat he contact
iissuer
ssuer w wyour
ill d
ill decline
ecline
Terminal tthe
he supplier
ttransaction.
ransaction.
helpline SSpecifically
pecifically
or the Merchant fface-‐to-‐face
ace-‐to-‐face ttransactions
ransactions
Support Centre.
taken
5. In the unlikely event
taken on a Maestro Card must not be key entered. The issuer will decline the transaction. If the
on a the
Maestro
Card C ard must not
Transaction be key entered.
is disputed it may Tbe he subject
issuer wto
ill Chargeback
decline the transaction.
as the Card If details
the have
transaction iis
transaction s d
declined,
eclined, ffollow
ollow tthe
he tterminal
erminal p prompts,
rompts, wwhich
hich mmay
ay d
direct
irect yyou
ou tto
o sspeak
peak tto
o oour
ur
been key entered, key entering Card details into your terminal does increase the chances of Chargeback.
Authorisation C
Authorisation Centre.
entre. YYou
ou sshould
hould ffollow
ollow ttheir
heir iinstructions
nstructions aand
nd oonly
nly rreturn
eturn tthe
he CCard
ard tto
o tthe
he ccustomer
ustomer iif
f
Terminal Fallback
you aare
you re nnot
ot aasked
sked tto
o rretain
etain iit.
t.
With the introduction
of Chip and PIN and Maestro, you need to be aware of the fallback procedure where the
problem is with the Terminal or PIN Pad and not the card. This guide shows you the action you need to take.
Non-‐Chip C
Non-‐Chip Cards
ards ((excluding
excluding MMaestro
aestro CCards
ards aand
nd VVisa
isa EElectron
lectron CCards)
ards)
A manual fallback
1. After
Card
After 33 u
Transaction
unsuccessful
nsuccessful aattempts
ttempts tto
must
o sswipe
be
wipe tthe
he C
completed
Card,
ard, yyour
in w
our TTerminal
erminal w
allill ievents where
ndicate tthat
hat iit
t hhas
as n
your
not
ot
1. ill indicate
Card payment been
terminal
been possible
p ossible istto
o inoperable
rread
ead tthe
he m (with
magnetic
agnetic sstrip
trip oothe he exception
n tthe
n rreverse
everse oof
f tthe
he Cof Maestro Cards and
Card.
ard.
non-embossed Electronic
2. You
You must
ust m manually
anually Use ey Only forCard which etails an alternative ith yypayment method
2. m kkey eenter
nter tthe
he details
Card d iin
n aaccordance
ccordance with
w our TTerminal
our erminal U U ser G
ser Guide,
uide,
should be requested).
ensuring t hey h ave b een e ntered
ensuring they have been entered correctly. c orrectly.
16
SECTION 3: Accepting Card Transactions
You should contact your Terminal supplier helpdesk immediately to report any faults. A representative will
endeavour to resolve the problem remotely, or failing this, will arrange for a new electronic terminal to be sent
to your premises on the next working day, provided the fault is reported prior to 16:00. This does not include
premises situated in the Highlands and Islands where replacement may take 2 to 4 working days.
Contactless Transactions
What is a contactless transaction?
Otherwise known as Visa PayWave and MasterCard PayPass, it is a contactless transaction process that uses radio
waves to exchange data between a reader and an electronic tag attached to an object. This allows Cardholders
to wave their Card in front of contactless payment terminals without the need to physically swipe or insert the
Card into a POS device.
Accepting Contactless Card Payments

Sales - The value of any single transaction is limited to £10.
Refund – These are not permitted. All refunds must be carried out as a Chip and PIN Transaction.
Failed transactions – if you are unable to process a contactless transaction, revert to standard transaction
acceptance, i.e. Chip and PIN.
Security – on occasion, you may be requested to process a contactless transaction as Chip and PIN. This is a
security measure to ensure the genuine Cardholder is in possession of the Card.
Card Type Revert to CHIP Revert to Revert to Comments

and signature Magnetic Strip PAN key
entry
Maestro and Visa Electron &
Electronic Use only Cards Seek alternative
N/A N/A X
Unable to read magnetic strip payment method
All Other Card types Chip

Cards PIN not enabled. Unable
to read chip
N/A ü X
All Other Card types Chip & PIN

enabled Cards. Pin Pad fault.
Unable to accept PIN entry
ü X X
All Other Card types Magnetic

strip Cards only. Unable to read N/A N/A ü
Magnetic strip
Authorisation and Code 10 calls

Authorisation
Authorisation is a check that is undertaken with the Card Issuer to confirm if they will approve the transaction.
Authorisation from the Card Issuer is not a guarantee of payment.
Authorisation must be obtained at the time of the transaction. If you have an electronic POS device, an
Authorisation request should be automatically generated. You should not proceed with the Transaction when
your request for Authorisation is declined. It is your responsibility to ensure that all Transactions are authorised.
Referrals
Sometimes you may be prompted by your Terminal to call for Authorisation. This is called a referral. A referral is
when a Card Issuer requests that First Data Merchant Solutions contact them prior to providing a response to an
Authorisation request. This may be prompted by an unusual spending pattern for the Cardholder or a large value
that triggers the issuer’s fraud detection process. Generally, it will be necessary for the Cardholder to come to
the telephone. You should follow the instructions given by the authorisation operator. At the end of the call, a
decision will be provided to you.
17
For Authorisation, please telephone:

0844 257 9400
Lines open 24-hours a day, 7 days a week
Code 10 calls for Card Present

If you suspect something is wrong, or the Card checks you make show inconsistencies, then you must telephone
the Authorisation Centre on 0844 257 9400, PRIOR to swiping the Card through the Terminal and state that “This
is a Code 10 Authorisation”. Then follow their instructions.
‘Code 10’ Authorisation applies in the following circumstances:
JJ The Card Number embossed on the front of the Card is different from the one printed on the signature strip on
the back of the Card
JJ The Cardholder’s signature differs from that on the Card
JJ The title on the Card does not match the customer
JJ The signed name is not the same as that embossed on the front of the Card
JJ The word ‘void’ is visible on the signature strip or there is any indication that the strip has been tampered with
JJ There has been any attempt to disguise or amend the signature
JJ The Card is unsigned
JJ There is no ‘flying V’ or ‘offset MC’ on the Card being presented
JJ The hologram is damaged or missing
JJ The Card has been mutilated in any way
JJ You have a reason to be suspicious about the sale, the Card or the customer
JJ The amount of the Card Transaction is significantly higher than normal for your business
JJ Your Terminal requests that you call the Authorisation Centre
Hold on to the Card and goods and telephone the Authorisation Centre immediately – you should not call the
Police unless instructed to do so by the Authorisation Centre.
When you make a ‘Code 10’ Authorisation call, have the following details ready:
JJ The Cardholder Number
JJ The Card issue number (if applicable)
JJ Your First Data Merchant Solutions number
JJ The exact amount of the Card Transaction, in pounds and pence
JJ The Card expiry date
Say to the Operator: “This is a Code 10 Authorisation”
This will alert the Authorisation Centre and you will be asked the relevant questions, most of which will require
“Yes” or “No” answers (to avoid difficulty or embarrassment if the customer is waiting close by).
The operator may instruct you to call the Police or advise you that the Police have been notified. Police
involvement is not always necessary – please do not contact the Police unless instructed to do so.
Reward: There is normally a £50 reward (at our discretion) to any First Data Merchant Solutions Merchant
for Card recovered.
Purchase with Cashback

You must have received written notification from First Data Merchant Solutions that you are permitted to offer
“Purchase with Cashback”. Cashback may only be offered where the customer receives goods or services as well
as cash.
Here are some simple tips for dispensing Cashback:
1. Not every customer is eligible to receive Cashback with their Card – it is a service on the Cards and it depends
on whether the customer’s bank permits this service. Do not attempt to guess whether the customer’s bank
permits this, simply process the Card through your Terminal and follow the prompts on the screen.
2. Only dispense Cashback when using an electronic terminal, not a manual imprint machine.
3. Only dispense Cashback to customers who make a purchase with their Card.
18
4. Only dispense up to the maximum Cashback amount confirmed in your written notification from First Data
Merchant Solutions.
5. Key in the purchase and Cashback separately.
Operating Guide First Data Merchant Solutions
6. Follow the prompts on the screen, it will tell you whether the purchase with Cashback has been approved.
Depending on your POS facilities, either you or your customer will handle the Card.

£15.20

3.2 Card Not Present Transactions
3.2 Card Not Present Transactions
Definition of Card Not Present
Card Not Present
A Card
A Card NotNPresent
ot Present Transaction
Transaction is when
is when a Card a cisard
notis presented
not presented
at theat the pofoint
point sale. of Examples
sale. Examples
of CardoNot
f Card
Not P resent T ransactions i nclude m ail o rder/ t elephone
Present Transactions include mail order/ telephone order, internet and recurring payments. o rder, i nternet a nd r ecurring p ayments.
Not Present Transactions

Card
Provided you have received written notification from First Data Merchant Solutions, you may accept a Card Not
Card Not Present Transactions
Present Transaction from a Cardholder who wishes to pay using VISA, MasterCard and Maestro.
YouProvided
must notyou have International
accept received written
Maestro notification from Not
Cards for Card First Data MTransactions
Present erchant Solutions, you may
except where theaccept a
Card Not Pare
transactions resent
takenTransaction from EaCommerce.
through Secure Cardholder who wishes to pay using VISA, MasterCard and
Maestro.
When accepting a Card Not Present Transaction, please take extra care to ensure it is the genuine Cardholder
who placed the order. Record in writing, all details of the Card Not Present Transaction and if conducted by
You must not accept International Maestro Cards for Card Not Present Transactions except where the
telephone the time and date of the conversation. You may be asked to produce this or the Cardholder’s authority
transactions are taken through Secure E Commerce.
for a Card Not Present Transaction if the Card Not Present Transaction is disputed at a later date. If feasible,
youWhen
should accepting
obtain and a Ckeep
ard Naot
copy Present
of theTransaction,
Cardholder’spsignature
lease take
on extra care to ensure
file authorising you to it iprocess
s the genuine
the Card Not
Cardholder
Present who placed the order. Record in writing, all details of the Card Not Present Transaction
Transaction.
and if conducted by telephone the time and date of the conversation. You may be asked to produce
Important
this or the Cardholder’s authority for a Card Not Present Transaction if the Card Not Present
Under no circumstances can goods paid by mail or telephone be handed over the counter to, or collected by,
Transaction is disputed at a later date. If feasible, you should obtain and keep a copy of the
your customer.
Cardholder’s signature on file authorising you to process the Card Not Present Transaction.
If a Cardholder wishes to collect the goods, then he/she must attend your premises in person and produce his/her
Important
Under no circumstances can goods paid by mail or telephone be handed over the counter to, or
collected by, your customer.
19
Card. You should cancel the Card Not Present Transaction and perform a new Card Present Transaction. You must
not release goods to a third party or anyone who suggests they have been sent by the Cardholder to collect the
goods. For example, a taxi driver.
To process a Card Not Present Transaction, you must obtain the following information:
JJ Card Number
JJ Expiry date
JJ Card Security Code
JJ Cardholder’s full name and address
JJ Transaction amount
JJ Delivery address if different to the Cardholder’s address
You must obtain authorisation for the transaction. Please note: Authorisation from the Card Issuer is not a
guarantee of payment.
There are increased risks of Chargeback for Card Not Present Transaction as the Cardholder and Card are not
present. Please note: If you choose to deliver goods to an address other than the Cardholders address, you are
taking additional risk.
Card Security Code (CSC)

All businesses that accept payment by Credit and Debit Cards must follow the procedures set out by the Card
Schemes, First Data Merchant Solutions as your Acquirer and the Payment Card Industry Data Security Standard
(PCI DSS). These standards exist to protect you and your customers from Card fraud.
All customer and payment card information must be handled in a secure manner. You must ensure you know how
to treat payment Cards and data appropriately.
A key piece of information on any Credit or Debit Card is the CSC, also known as the Card Verification Value
(CVV). The CSC is printed on the reverse of the Card within the signature strip, after the Card Number and is
used as a fraud prevention tool.
For all MasterCard, Visa and Maestro Cards, the code is the 3 digit number that follows directly after the Card
Number as indicated. For American Express Cards the CSC is a 4 digit number and appears above the embossed
Card Number on the front of the Card, in the near future those 4 digits will be moved to the signature strip on the
reverse of the Card.
Your Terminal is designed to ensure the CSC is not retained.
If a customer sends Card details by email, you must ensure the email is securely deleted. Card Numbers and the
CSC are valuable data and you must never write them down. You must not request or accept photocopies of the
front or back of the Card, for any reason.
How You Must Treat the Card Security Code

There are only two scenarios in which you will need to request the CSC:
1. During a Card Not Present Transaction
For example, if you accepting payments over the telephone or via email for an advance booking prepayment
or deposit.
2. The Card is present, however your Terminal cannot read the Card details In this scenario, you will need to follow
the prompts on the Terminal, which may require input of the CSC.
Once the transaction has been authorised, you must not keep record of the CSC.
Taking a Reservation: the CSC is not required for reservations
The Card details you are required to collect to guarantee a reservation/booking:
JJ The Card Number (do not ask for the CSC)
JJ The expiry date
JJ The Cardholder’s name, as it appears on the Card
JJ The Cardholder’s billing address, telephone number and email address (if applicable)
Overbookings: alternative accommodation at your hotel’s expense
You must ensure all data from the Card used to make the original booking is securely deleted (please refer to
20
Section 8. Hotels, Lodging and Accommodation for further information).

Corporate and Purchasing Cards: the CSC is not required
The CSC is not required for payment authorisation on these Cards, even for Card Not Present Transactions.
No show transactions: the CSC is not required
If a guest fails to arrive and has not cancelled their reservation, you are entitled to charge for one night’s
accommodation, plus applicable tax (please see Hotels section for further information). Once you have processed
the transaction, send a copy of the receipt with “No Show” written on the signature panel, along with your terms
and conditions to the Cardholder at their billing address. The CSC is not required.
Cancellation refunds: the CSC is not required.
A complete refund of a guests, deposit is required if a reservation is cancelled before the deadline specified in
your bookings terms and conditions (please see Hotels section for further information).
Charges after check-out: the CSC is not required.
This is when a guest is billed for additional charges discovered after they have checked out, for example, room
service or bar charges. Provided your guest signs your terms and conditions of booking, the CSC is not required
when processing these extra charges.
Address Verification Service (AVS)

This service allows you to check the numerical part of the Cardholder’s postcode and statement address with the
Card Issuer. AVS is available on all MasterCard, Visa, Maestro and American Express Cards issued in the UK.
It has been delivered in the effort to reduce Card Not Present fraud. You will need a small amount of information
from the Cardholder:
JJ Card Security Code (the last 3 digits on the signature strip of the card)
JJ The numbers in the Cardholder’s postcode
JJ Up to the first 5 numbers of the Cardholder’s address
You will need to ask the Cardholder for their address as it is recorded by their Card Issuer and input the relevant
Cardholder’s Address Card Security Code Postcode Numeric Address Numeric*

55 South Street
Any Town
000 or 1234 171 55
Any County
SS17 1BL
Flat 3
21 North Street
Any Town 000 or 1234 57 321
Any County
LM5 7LT
The Cottage
East Lane
Any Town 000 or 1234 123 Bypass*
Any County
SS12 3BL
Apt 62
2190 West Road
Any Town 000 or 1234 451 62219
Any County
LM45 1LT
numbers shown in the examples detailed in the table below:

Your Terminal will prompt you to enter the numeric digits in the three stages shown.
*Where a customer address includes only a house name you may bypass this prompt by pressing the ENTER key.
Do not store the Card Security Code after the transaction has been authorised.
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Electronic Transactions
These extra security measures should not make any difference to the speed it takes to authorise a
transaction electronically.
If you are using an electronic Terminal to process your Card Not Present Transactions, your Terminal will
automatically call the First Data Merchant Solutions Authorisation Centre as normal.
The introduction of the electronic CSC/AVS Service is designed to eliminate the need for Card Not Present ‘code
10’ Authorisation calls in normal circumstances, however, if you are suspicious then you should undertake a ‘code
10’ Authorisation call to further verify the transaction.
Authorisation Responses
If there are available funds and the Card has not been reported lost or stolen, one of the standard responses
shown below will be received. It is your decision whether or not you wish to progress a Card Not Present
Transaction. Please remember that you remain responsible should a transaction be confirmed as invalid or
fraudulent, even if the data matches and an Authorisation Code is issued.
The final decision on whether or not to accept a payment is still up to you, as CSC/AVS does not protect you from
a Chargeback.
AVS and CSC responses do not consider whether there are sufficient funds OR even if the Card is lost or stolen.
You can still get a positive CSC/AVS match but on a declined Transaction.
Response Definition Action to take

Data Matches / This means that both the As long as you have been issued with an Authorisation
Data Matched AVS and CSC match the Card Code, and you are satisfied that the transaction is
Issuer’s records genuine, unless there are other suspicious circumstances
that concern you, you are likely to want to go ahead
with this transaction. Although, as with all Card Not
Present Transactions, payment is not guaranteed and
you bear the risk if the transaction is disputed at a later
date.
Data Non Match / The CSC and one or both This is possibly a fraudulent transaction. It could also
Data Not Matched of the address details do mean that the details have been noted incorrectly.
not match the Card Issuer’s We recommend you don’t proceed unless further checks
records are made to verify the Cardholder and the delivery
address provided.
CSC Match Only Only the CSC matches and The address must match the details recorded by
either one or both of the the Card Issuer. It is possible that the transaction is
address details do not match fraudulent. It could also mean that the Cardholder has
the Card Issuer’s records changed address and not informed their Card Issuer,
or the Card Issuer does not support AVS. This could
also simply mean that the details have been noted
incorrectly and should be verified again with the
Cardholder.
AVS Match Only Both address and postcode This could be a fraudulent transaction. However, the
match, or just the postcode Cardholder may have provided an incorrect CSC by
in cases where the address mistake. It could also mean that the details have been
has a house name rather than noted incorrectly. You may wish to verify the CSC again
a number. However the CSC before taking any further action. Beware of repeated
does not match. attempts by the Cardholder to guess the CSC.
Not Checked This means that neither CSC or This may be because the Card Issuer does not support
AVS have been checked. either service, or their system is down. In these
circumstances you will have to make a decision based on
the information you have. We recommend further checks
are made before going ahead with the sale.
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For more information on CSC and AVS please contact our Merchant Support
Centre on 0845 964 5055†.
IMPORTANT – authorisation, with or without confirmation of AVS/CSC
information does not guarantee payment. If fraud subsequently occurs the
merchant is liable for the Chargeback.
Pre-Authorisation
This is only permitted in certain circumstances. Visa and MasterCard allow pre-authorisation for car rental, hotel,
internet and mail/telephone order merchants only. More information about pre-authorisation for car rental and
hotels can be found in Sections 7 and 8.
Rules for Card Not Present Transactions

For goods to be delivered by mail/telephone order or through an E Commerce Merchant should obtain
authorisation on the day the Cardholder contacts them to place the order. When the goods or services are ready
to be delivered, the transaction should be processed. The Authorisation is valid if the final transaction amount is
within 15% of the authorised amount.
If shipping goods more than 7 days after the original Authorisation request, a second Authorisation should be
obtained.
Recurring Transaction
If you and a Cardholder agree that more than one transaction is to be made on a regular basis for the cost of
goods or services, then the transaction is a Recurring Transaction.
You must make an application to take Recurring Transactions with First Data Merchant Solutions, even if you have
an existing Merchant Agreement.
To take Recurring Transactions, the following must be adhered to:
JJ Use a dedicated Merchant Number exclusively for Recurring Transaction business. No other transactions should
be processed on this Merchant Number
JJ All Recurring Transactions must be flagged Card Not Present
JJ Visa Account Updater (VAU) and MasterCard Account Billing Updater (ABU) must be implemented to
pre-validate Card details prior to the submission of a recurring transaction (please see VAU and ABU section
for further information)
Please note Recurring Transactions are not permitted on Maestro Cards.
The initial transaction in which the Cardholder provides their Card details for recurring payments must be
undertaken on the standard Merchant Number for your business. All subsequent transactions must be submitted
on a Recurring Transaction Merchant Number.
Where the Cardholder initially provides their Card details over the Internet, you must submit the first transaction
as an Internet Card Transaction and all subsequent as Recurring Transactions.
You may use an existing E Commerce (Internet Card Transaction) Merchant Number for the initial transaction
and you don’t need to have a specific E Commerce Merchant Number purely for the initial transaction of a
recurring payment.
All subsequent transactions must be submitted on a Recurring Transaction Merchant Number.
You may use an existing Recurring Transaction Merchant Number for subsequent Recurring Transactions initiated
over the internet and do not need to have a specific Recurring Transaction Merchant Number purely
for subsequent transactions initiated over the Internet.
Written permission from the Cardholder is required to undertake Recurring Transactions. This can be submitted in
writing or electronically to allow periodic billing to their account for recurring goods or services over a period of
time (no more than one year can be between each transaction). The written request must at least specify:
JJ The transaction amounts or unspecific amount
JJ The frequency of recurring charges
JJ The duration of time for which the Cardholder’s permission is granted.
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Examples of business types where Recurring Transactions are appropriate are:

JJ Insurance
JJ Membership
JJ Subscriptions
You must ensure:
JJ The Cardholder understands the ongoing nature of the commitment they have undertaken
JJ The Cardholder will always know at least 14 days before the event how much is due to be debited from their
account and when
To comply with the requirement you must comply with the following guidance on Advance Notice:
1. Where you are using a Recurring Transaction authority or acknowledgement which does not specify both the
due date of any debit and the amount to be debited, you are required to give individual advance notice to your
customers of:
-- The amount to be debited from their account
-- The date when the amount due will be debited from that account
2. Advance notice must be given in all cases when the amount and/or date of the debit are to change.
Please note when advising a Cardholder of the amount and date of their first payment, it is acceptable to advise
them that no further advance notice will be given if the amount due to be debited changes solely because of the
alteration in the application rate of any statutory levy, such as VAT or insurance premium tax.
3. Advance notice will not be required when a direct action by the Cardholder requires you to initiate a specific
claim on their account. This action must provide sufficient information to determine the amount and date of the
debit.
4. Where the amount due is to be debited infrequently, i.e. at intervals longer than one year, you are required to
notify the Cardholder at least 14 days before the debit is due.
You must ensure that debits made comply with the terms of the authority given by the Cardholder and are timed
to ensure that the debit appears on their account no later that 7 Business Days after the agreed date.
When received, you must ensure that instructions to cancel are actioned immediately to ensure that no more
debits are made after receipt. You should note statutory notice, such as is published on the appointment of a
liquidator or receiver, is deemed to be constructive advice of cancellation.
If First Data Merchant Solutions request a copy of the Recurring Transaction, you must respond to this request
within 10 days of the request being received. Failure to supply a copy upon request may result in a debit being
disallowed and charged back.
Please note such requests may be originated up to six years after the last debit is made.
VAU and ABU

Visa and MasterCard provide services that allow a merchant to verify Card details prior to a Recurring Transaction
being presented.
Visa Account Updater (VAU) and MasterCard Account Billing Updater (ABU) maintain databases that consist of
participating issuer card information. These databases enable merchants to validate that a recurring payment
authorisation has not been cancelled and the Card Number and expiry date they hold for their customer are
current.
An exchange of data files takes place between the merchant, First Data Merchant Solutions and the Card
Schemes. Further information is available on request.
Qualifying / Non Qualifying Transactions

As part of your Merchant Agreement you may be assigned Qualifying and Non Qualifying Merchant Service
Charge, which support Visa and MasterCard rules that require transactions to be submitted quickly and accurately
to reduce the risk of fraud. If so, you will be categorised based on your method of Card Acceptance at the time of
signing. This may subsequently be updated with our written agreement. These categories are explained below.
Transactions taken exclusively in a face to face environment (tier 05)

Qualifying Transactions are face to face chip Transactions which are submitted for processing within two Business
Days of the Transaction.
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A Non Qualifying Transaction rate may be applied when:

JJ your customer pays with a Visa Business Debit card
JJ a transaction is taken as CNP
Transactions taken in a face to face environment and/or Mail & Telephone Order (tier 15)
Qualifying Transactions are face to face Chip & Pin and mail/telephone transactions that capture the Card’s CSC
number, which are submitted for processing within two Business Days of the transaction.
A Non Qualifying Transaction rate may be applied for mail/telephone transactions when:
JJ your customer pays with an EU or International MasterCard or Maestro Card
JJ your customer pays with an International Visa Card
JJ your customer pays with a Debit MasterCard Card
JJ a transaction does not capture the Card’s CSC number
Transactions taken in an E Commerce environment (tier 16)

Qualifying Transactions are 3D Secure enabled E Commerce transactions submitted for processing within two
Business Days of the transaction.
A Non Qualifying transaction rate may be applied to:
JJ all mail/telephone transactions
JJ all ‘face to face’ transactions
JJ all Recurring Transactions
JJ Visa consumer charge Cards
JJ MasterCard World Signia and World Cards
3.3 Internet Card Transactions

All Internet Card Transactions are regarded as “Card Not Present Transactions” and are taken at your own risk.
In the case of a dispute we retain the right under the Merchant Agreement to Chargeback any Internet Card
Transactions irrespective of whether an Authorisation Code is obtained.
Applying to Take Internet Card Transactions

You must make an application to take Internet Card Transactions with First Data Merchant Solutions, even if you
have an existing Merchant Agreement.
On approval a new First Data Merchant Solutions Merchant number will be issued, this is solely for the purpose of
acceptance of Internet Card Transactions for the business described within the new application.
Website Requirements
Order page (basket)
The order page on your Website, whether provided by a third party or created by you, must be PCI (Payment
Card Industry) compliant and collect at least the following details:
JJ Cardholders’ full name;
JJ Cardholders’ email address;
JJ Cardholders’ billing address and postcode;
JJ Delivery address.
Payment page (checkout)

First Data Merchant Solutions is able to accept and
process, on your behalf, Internet Card Transactions
made with the following Card types:
JJ Visa;
JJ MasterCard;
JJ Maestro;
JJ Electron;
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The payment page on your Website, whether provided by a third party or created by you must be PCI DSS
compliant and collect at least the following details:
JJ Transaction amount;
JJ Card type box, (for those Card types detailed in your Merchant Agreement, e.g. Visa);
JJ Customers’ Card Number;
JJ Card expiry date;
Verified by Visa and MasterCard SecureCode

These are industry wide initiatives introduced to combat Internet fraud, commonly known as 3D Secure.
Cardholders who register for this service will be required to use a personal PIN or password at the time of the
Transaction to confirm they are the genuine Cardholder. Verified by Visa and MasterCard SecureCode operate
on your Website and interact with both the customer and their Card Issuer. The Cardholder signs up for the extra
security features with their Card Issuer.
Note – MasterCard Secure Code and Verified by Visa must be present on your website in order to accept Internet
Card Transactions by Visa, MasterCard and Maestro Cards.
JJ When shopping online, the Cardholder selects their goods/services and proceeds to the payment page.
JJ The Cardholder enters their Card number. If registered for Verified by Visa or MasterCard SecureCode, the
Cardholder will see a pop-up screen from their Card issuer asking for their password.
JJ The Card issuer verifies the password.
JJ The Transaction is completed, having verified the identity of both the Merchant and Cardholder.
For further information on these services, contact the Merchant Support Centre on 0845 964 5055†.
Payment Services Provider (PSP)

To take Internet Card Transactions you will need to use a PSP. First Data Merchant Solutions require that you use
a fully hosted solution by your chosen PSP. This means having your card payment application hosted on the PSP’s
secure servers. If you choose the secure hosted option, the Payment Card Industry Data Security Standard (PCI
DSS) validation requirements for E-Commerce merchants are greatly reduced.
PCI DSS is a set of requirements, endorsed by the Card Schemes, Visa, MasterCard and American Express,
governing the safekeeping of account information and applies to all merchants that store, processes or transmits
Cardholder data.
The PSP you choose must be PCI compliant and be accredited with First Data Merchant Solutions to submit
Internet Card Transactions to us. Your chosen PSP will be able to advise you of relevant costs, set up times and
how their systems integrate with your Website.
Details of PSPs currently submitting Internet Card Transactions to us can be provided on request.
Any fees charged by the PSP will be in addition to the Merchant Services Charge (MSC) on your Internet
Merchant Number.
Receipt Requirements
You must provide a Cardholder receipt and it must contain at least the following information:
JJ Concealed Cardholder Account Number; For Internet Card Transactions, the Cardholder account number, Card
Security Code (CSC) and expiry date must not appear on the transaction receipt. This is a PCI DSS requirement
to ensure that Card details are protected from compromise;
JJ Unique Transaction Identifier; To assist in dispute resolution between the Cardholder and Merchant, you should
assign a unique identification number to the transaction and display it clearly on the transaction receipt;
JJ Cardholder name;
JJ Transaction date;
JJ Transaction amount;
JJ Transaction currency;
JJ Authorisation Code;
JJ Description of merchandise or services;
JJ Merchant name;
JJ Website address.
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You can choose to send a separate email message to the Cardholder containing this required information, or
send a physical receipt in the mail or both. To minimise Cardholder enquiries, you are encouraged to send an
online acknowledgement of the Internet Card Transaction. When this online acknowledgement is sent, you should
include a statement encouraging the Cardholder to either print or save this document for their own records.
Website content
Set out below are details that should be included in the content of your Website.
The details below should not be considered as a comprehensive list of the information which you may be required
to provide on your Website under applicable legal requirements and should not be seen as a form of legal advice.
You should obtain your own legal advice on the content of and activities carried out on your Website.
You should ensure that your Website, its content and any activities related to it, such as marketing, are in
accordance with all local legal requirements and regulations.
You must also comply with the requirements of all data protection legislation, and where you process Personal
Data on your Website, include a Privacy Policy that Cardholders are required to agree to before providing any
personal data on your Website.
Merchant details
Full details about your company should be provided on your Website, these should include:
JJ The registered company or LLP name and address, registration number and VAT number (if applicable). If you
are not a company or LLP you must indicate that you are a sole trader or a partnership and the address where
the business is located;
JJ Details of any trade register or similar register available to the public in which you are registered and details of
any professional body with which you are registered together with a reference to the applicable professional
rules and means to access them. You should make sure you have determined what details are required to be
given under relevant regulations;
JJ A correspondence and email address, as well as a customer services contact, i.e. telephone and fax numbers;
JJ The physical location of your business, (including your country of domicile);
JJ A statement detailing under which legal jurisdiction your business operates.
Products and pricing

JJ All products or services on offer should be clearly described/illustrated so that the Cardholder has a good idea
of what is on offer;
JJ Any limits to product availability should be clearly stated. This includes all costs, such as taxes, including import
duty, packaging and delivery charges;
JJ If appropriate and wherever possible, the Cardholder should be provided with the order details and the total
cost of purchase, including any additional charges as noted above. The Cardholder should also be informed of
the period for which the offer remains valid.
Placing an order
Where a Cardholder places an order through your Website you must (unless the recipient is a business and you
have both opted out of these requirements):
JJ Provide details of the different technical steps to conclude the contract and whether the contract will be kept
by you and accessible to the Cardholder;
JJ Acknowledge receipt of the order to the Cardholder without undue delay and by electronic means;
JJ Make available to the Cardholder appropriate, effective and accessible, technical means allowing him to
identify and correct errors prior to placing the order;
JJ Provide information on any relevant codes of conduct to which you subscribe and how these can be
consulted; and
JJ Make available to the Cardholder any applicable terms and conditions in a way that allows him to store and
reproduce them.
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Payments and refunds

JJ The Cardholder should be provided with clear information on all payment options and clear instructions on how
to pay;
JJ The Cardholder should be informed of their cancellation rights and their rights to a refund, and/or replacements
at the time of purchase/and the conditions for exercising the cancellation rights;
JJ A refund information page should also be provided with clear contact details;
JJ Receipts should be provided with the goods on delivery;
JJ The Cardholder should be provided with details of how and to whom a complaint can be made including
an address.
Recurring Payments
Internet Merchants are able to accept an electronic record (such as email) from a Cardholder with permission
enclosed for the Merchant to periodically charge the Cardholder for Recurring Transactions. This record can be
retained for the duration of the services. A copy of the record must be provided to the Card Issuer/Card Acquirer
upon request. The phrase “recurring transaction”, details of the frequency of debits and the period for which
debits are agreed, must be included on the receipt issued to the Cardholder.
If you are considering offering an online sign-up for Recurring Transactions, you must provide an easy online
cancellation procedure to the Cardholder. Such procedures must be as simple and as accessible as those of the
original sign-up process.
Delivery and guarantees

JJ Delivery dates/times should be clearly stated and agreed with the Cardholder. If it is not possible to deliver on
the agreed date/time, another delivery should be arranged. If this is not possible, the Cardholder should be
offered a refund;
JJ You should capture both billing address details and delivery address details, where these differ;
JJ In the event of non-delivery, it is the Merchant’s responsibility to prove receipt of the goods by the Cardholder;
JJ Guarantee terms and details should be clearly stated. The Cardholder needs to be aware that this will in no way
effect their statutory rights. The name and address of any insurer backing the guarantee should be provided.
Apart from deposits, full payment for goods and services must not be debited from a Cardholder’s Account until
the goods have been dispatched or the service provided. Should you wish to be able to take deposits on goods
and services, you must get agreement from First Data Merchant Solutions for this before any deposits are taken.
3.4 Refund Process

1. If you wish to provide a Refund, the Refund Card Transaction must be completed using the same Card as that
used for the original sale.
2. You should never make a Refund to a Card where the original sale was made by cash or cheque.
3. You should never make a Refund to a Card where there has been no sale transaction.
4. Failure to observe the procedures in this section could lead to your funds being withheld pending
further investigation.
5. You must enter the Card into the Chip Card reader, PIN Entry Device or swipe it. If your Terminal is unable to
read the card you must manually key enter the Card Number.
6. Where the original Transaction was PIN verified, you may need the Cardholder to enter their PIN in order to
process the Refund. This will depend on the type of Terminal you use; please refer to your Terminal User Guide,
otherwise you should sign the Terminal Sales Receipt, and make a note of the exchange and/or return of
any items.
7. If Authorisation was obtained for the original Card Transaction, or your Terminal indicates that manual
Authorisation is required, you must telephone the Authorisation Centre. Maestro Card Transactions will make
an automated Refund Authorisation call based on the same parameters that were used for the sale, so a manual
call is not required.
8. You may only perform a Refund agreed on the telephone or in correspondence if you are able to manually key
enter Card Transactions. Please refer to the manual key entry procedures in your Terminal User Guide.
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3.5 Global Choice™ / Dynamic Currency Conversion

Global Choice™ provides you with the ability to offer overseas Visa and MasterCard Cardholders the option to pay
for goods or services in their own currency.
The price of goods and services will be shown to the Cardholder in UK Sterling and in their own currency, along
with the exchange rate used. Exchange rates held in your terminal are updated automatically.
You must
JJ Inform the Cardholder that Global Choice™ is optional;
JJ Not impose any additional requirements on the Cardholder to have the transaction processed in the
local currency;
JJ Not use any language or procedures that may cause the Cardholder to choose Global Choice™ by default;
Receipt requirements
The Global Choice™ transaction receipt must show the following
JJ Currency symbol of the local currency of your outlet;
JJ The transaction amount of the goods or services purchased in the local currency of your outlet;
JJ Exchange rate used to determine the Cardholder currency transaction amount;
JJ Total transaction amount charged by you in the transaction currency, followed by the words “Transaction
Currency”; and
JJ A statement, easily visible to the Cardholder, that specifies the following:
-- The Cardholder has been offered a choice of currencies for payment, including the local currency of
your outlet;
-- That the currency selected by the Cardholder is the transaction currency; and
-- Indicate that the Global Choice™ is conducted by you.
Separate written approval for Global Choice™ acceptance must be obtained from First Data Merchant Solutions.
3.6 Multi-Currency & Cross-Border Transaction Acceptance

Allows you to operate across several European countries and centralise your payment Card processing
arrangements.
Separate written approval for Multi-Currency and Cross-Border acceptance must be obtained from First Data
Merchant Solutions.
Permitted Merchant Outlet Location Countries

The merchant outlet location is either the physical premises where a transaction is completed or an electronic
commerce or mail/telephone order transaction, where all the following occur:
JJ There is a permanent establishment through which transactions are completed. In the absence of a permanent
establishment, a merchant that provides only digital goods must use the country where the principals of the
company work
JJ The merchant holds a valid business licence for the merchant outlet
JJ The merchant has a local address for correspondence and judicial process
JJ The merchant outlet pays taxes relating to the sales activity.
Cross-Border acceptance is permitted within the following European countries:

-- Andorra -- Germany
-- Austria -- Gibraltar
-- Belgium -- Greece
-- Cyprus -- Greenland
-- Czech Republic -- Hungry
-- Denmark -- Ireland
-- Estonia -- Israel
-- Finland -- Italy
-- France -- Latvia
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-- Liechtenstein
-- Lithuania
-- Luxembourg
-- Malta
-- Monaco
-- The Netherlands
-- Norway
-- Poland
-- Portugal
-- San Marino
-- Slovakia
-- Slovenia
-- Spain
-- Sweden
-- Switzerland
-- United Kingdom
-- Vatican City
Available Funding and Settlement Currencies

Transactions can be accepted in any currency and settled to you in either Great British Pound (GBP), Euro or US
Dollar (USD). You can also receive settlement in any of the currencies below, provided the transaction currency is
the same.
-- Great British Pound -- Norwegian Krone
-- Euro -- Swedish Krona
-- US Dollars -- Denmark Krone
-- Australian Dollars -- Hong Kong Dollar
-- Canadian Dollars -- New Zealand Dollar
-- Swiss Franc -- South African Rand
-- Japanese Yen
3.7 Bureau de Change

If you wish to operate a Bureau de Change, you will need to have another First Data Merchant Solutions merchant
services account and First Data Merchant Solutions’ prior agreement to accept this type of Card Transaction.
You will be required to submit a new application for a Bureau de Change service provided by First Data Merchant
Solutions, even if you have an existing First Data Merchant Solutions service.
Please contact our Merchant Support Centre on 0845 964 5055† to discuss your application. Lines are open
8am-9pm, Monday to Saturday.
When your Bureau de Change account is approved, you will be issued with a new Merchant Number. This number
must be used for Bureau de Change sales only.
Security Check Procedures

In addition to Chip and PIN verification, you are required to follow specific security checks, which you must adhere
to for every Bureau de Change transaction. Failure to complete this process may lead to a Chargeback for which
you would be liable.
JJ Review identification to verify the Cardholder’s identity.
JJ If photographic identification is presented you must ensure the Cardholder resembles the person depicted in
the photograph.
JJ On the front of the receipt you retain, record the description of the identification i.e. driving licence, passport
etc and include the serial number displayed on the identification. Additionally, if a photo is present also
annotate the receipt with ‘photo card presented’, which proves the Cardholder’s identity was verified
by photograph.
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SECTION 4: General Procedures and Banking
JJ The first four digits of the Card Number (if present) are printed immediately below the Card Number. These
first 4 digits must be recorded on the front of the transaction receipt to validate they have been checked.
JJ Any fee to be charged and is included within the total transaction value must be disclosed to the customer
(Cardholder) prior to completing the transaction.
If you wish to discuss obtaining a Bureau de Change service, please contact our Merchant Support Centre on
0845 964 5055†. Lines are open 8am-9pm, Monday to Saturday.
4. General Procedures and Banking

4.1 Everyday Procedures
Banking procedures
Please follow the end-to-end banking procedures detailed in your Terminal Operating Guide to ensure you
receive payment for all transactions. It is essential that all transactions are submitted for payment within 2 working
days of being accepted.
Please note that if a transaction is submitted after 2 working days, the Card Issuer may reject the transaction,
resulting in it being charged back.
Fallback Paper Processing Procedures

If your terminal malfunctions or if you have a power or telephone network failure you may have to use the
Fallback Procedures and complete transactions using a manual Sales Voucher. This process must be Sterling (£)
transactions only unless you have made arrangements with First Data Merchant Solutions to accept
different currencies.
The Sales Voucher

The Sales Voucher contains the following copies:
9. Merchant’s Copy: (top copy) a copy of the Card Transaction for your records. A copy of the Card Transaction
must be produced to First Data Merchant Solutions should it be requested, and therefore must be kept for at
least 24 months from the date of the Card Transaction or for a Recurring Transaction at least 24 months from the
date of the last Card Transaction forming part of the Recurring Transaction. If you are unable to produce a copy of
the Card Transaction within the requested timescale then the item may be subject to a Chargeback.
10. Processing Copy: (middle copy) a copy must be posted to First Data Merchant Solutions, PO Box 5653, South-
end on Sea, Essex, SS2 6SU. This copy is electronically processed, therefore please do not fold, damage, pin or
staple, and ensure the necessary details are clearly recorded.
11. Cardholder’s Copy: (bottom copy) a record of the Card Transaction to be given to the Cardholder.
Completing a Sales Voucher

1. Place the Sales Voucher on a firm surface
2. Using a ballpoint pen carefully and clearly write:
-- the Card Number across the top left hand of the Voucher;
-- the Card start date and expiry date directly beneath the Card Number;
-- the Cardholder’s name directly beneath the start date and expiry date;
-- give brief details of the goods/services purchased;
-- your 15 digit merchant number;
-- your business name;
-- your business address;
-- date of transaction;
-- amount of transaction
3. Do not mark copies with pencil or paper clips, as these can transfer through the carbons and obscure details.
4. Check that all details are clear especially on the processing copy of the Voucher set. If the detail is not clear, a
Chargeback may occur. If you make a mistake, please complete a new Sales Voucher and destroy the old one.
5. Retain the Card and check the Card details carefully. Ask the Cardholder to sign the Voucher. When the Sales
Voucher is signed, check that the signature matches that on the Card. Failure to do so may result in a Chargeback.
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6. You must telephone the Authorisation Centre for an Authorisation Code for each Card Transaction where the Card
details are handwritten. If the operator authorises the Card Transaction, write the code in the space provided on
the Sales Voucher.
7. You may also wish to alert the Authorisation Centre by making a ‘Code 10’ Authorisation call if you suspect
something is wrong (refer to the Authorisation and Code 10 Section), for example:
-- the Card appears unusual or has been tampered with;
-- the customer is acting suspiciously;
-- the amount of the Card Transaction is significantly above normal for your type of business;
8. When you are satisfied that everything is in order, hand the Cardholder the bottom copy of the Sales Voucher
and their Card
9. Once the Cardholder has signed the Sales Voucher and left, do not alter the copies in any way. If there are
subsequent queries or disputes, the Cardholder’s copy will normally be treated as correct
10. The Sales Voucher must always be completed in Pounds Sterling (£) unless you have made arrangements
with First Data Merchant Solutions to accept different currencies
The Refund Voucher

The Refund Voucher consists of 3 parts all printed in red; a top copy for your own records, a middle copy for
banking, and a bottom copy for the Cardholder.
Refund Vouchers should be completed with all details in the same way as Sales Vouchers. You should then sign
the completed Refund Voucher. Make a brief note on the Refund Voucher regarding the exchange and/or return
of any items.
Processing Refunds using the Fallback Procedures

JJ If goods are returned by a Cardholder and exchanged for goods of the same price, no action is required
JJ If you wish to provide a Refund, the Refund transaction must be completed using the same Card as that used
for the original Card Transaction
JJ Never return cash to a customer who originally paid using his/her Card or cheque
JJ Never make a Refund using a Card where the original Card Transaction was made by another method of
payment, for example cash or cheque
JJ If the Card Transaction is to be refunded in full, you must prepare a Refund Voucher or Card Refund Data for
that amount
JJ Never accept money from a customer in connection with processing a Refund to the Cardholder ’s Account
Completing a Refund Voucher

If you wish to complete a refund using the Fallback Procedures, you must follow the steps below:
1. Check the Card.
2. Complete a Refund Voucher:
JJ Place the Refund Voucher on a firm surface
JJ Using a ballpoint pen, carefully and clearly write:
-- the Card Number across the top left hand of the voucher;
-- the Card start date and expiry date directly beneath the Card Number;
-- the Cardholder’s name directly beneath the start date and expiry date;
-- give brief details of the goods/services purchased;
JJ your 15 digit merchant number;
JJ your business name;
JJ your business address;
JJ date of Refund;
JJ amount of Refund;
JJ date of original purchase.
Remember: Never make a Refund using a Card where the original Card Transaction was made by another method
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of payment, for example cash or cheque.

3. You must telephone the Authorisation Centre for an Authorisation Code for each refund transaction where the
Card details are handwritten. If the operator Authorises the Refund transaction, write the code on the
Refund Voucher.
4. You must sign the Refund Voucher.
5. Once you have completed all the above steps, return the Card to the Cardholder together with any original
receipt and a signed copy of the Refund Voucher. If the cost of the replacement item differs from the returned
item, a Refund for the original item should be completed on the same Card as the original Card Transaction. A
new sale should be completed for the new Card Transaction and authorisation obtained.
If a Refund is agreed on the telephone or in correspondence with the Cardholder, you should complete the
Refund Voucher in the manner above. You should also write CARD NOT PRESENT REFUND or CNP REFUND in the
signature box.
Preparing Vouchers for Submission

When submitting your Vouchers for processing you must complete the Merchant Summary Voucher.
The Merchant Summary Voucher is in 3 parts. The yellow top copy and white middle copy are the Merchant
copies, and the bottom white copy is the copy to be sent for processing.
Using a ballpoint pen, carefully and clearly:
1. write your merchant number and business name on the top of the front of the Voucher;
2. list the amount of each Sales Voucher and Refund Voucher and the total in the spaces provided on the
back of the Merchant Summary Voucher;
3. prepare a separate listing if there is insufficient space on the Merchant Summary Voucher;
4. please do not use staples, pins or paperclips;
5. do not submit more than 200 Vouchers on one Merchant Summary Voucher;
6. complete the front of the summary set (the Merchant Copy):
-- enter the total number of Sales Vouchers and total amount
-- enter the total number of Refund Vouchers and the total amount
-- enter the net total amount by deducting Refund Vouchers from Sales Vouchers;
7. detach the bottom copy and assemble the documents in the following order:
-- Merchant Summary Voucher (processing copy);
-- Separate listing, if used;
-- Sales Vouchers (in the same order as listing);
-- Refund Vouchers (in the same order as listing);
8. retain the 2 top Merchant copies of the Merchant Summary Voucher and keep with your copy of the
Sales Vouchers;
If you have insufficient Sales Vouchers against which to offset the Refund Voucher(s) please follow the
instructions below:
Complete a Merchant Summary Voucher in the normal manner and enter the details of the Refund(s). The value
of the Refund(s) should be enclosed by brackets, preceded by a minus sign, to clearly indicate that the total is a
negative value. The value of the Refunds will subsequently be debited to your bank account.
Submitting Vouchers
All Vouchers must be posted to First Data Merchant Solutions, PO Box 5653, Southend on Sea, Essex, SS2 6SU and
must be received by us no later than 3 Business Days from the transaction date.
It is important that you post the Vouchers within the timescales given. If you do not, the Card Issuers may reject
the Card Transactions, even though you may otherwise have followed the proper Authorisation procedures and/
or you may be subject to a surcharge and/or a Chargeback.
You must retain copies of all Merchant Summary Vouchers, Sales and Refund Vouchers for at least 24 months from
the date of the Card Transaction or for a Recurring Transaction at least 24 months from the date of the last Card
Transaction forming part of the Recurring Transaction. This will assist you in checking your Merchant Statement
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and resolving any possible Chargebacks. If you are unable to produce a copy of the Card Transaction, you may be
subject to a Chargeback. It is also essential that copies are retained in case any Merchant Summary Vouchers or
Sales Vouchers are lost in the post.
Warning: Do not submit Vouchers when the Card Transactions have already been processed through an
electronic Terminal. If in doubt, please telephone the Merchant Support Centre on 0845 964 5055†.
4.2 Exceptional Procedures

Can I pass charges to my customer?
In the United Kingdom, if you accept Cards as defined by the Credit Cards (Price Discrimination) Order 1990 you
may impose a surcharge on Transactions using a Credit Card within the United Kingdom.
If you indicate a price to a Cardholder, which is not a price applicable to all methods of payment accepted by you,
then before you accept the Card Transaction you must display a statement explaining any methods of payment to
which the indicated price does not apply, including the difference in price either as an amount or a percentage.
Surcharging is not permitted on Debit and Prepaid cards (please refer to Section 1).
You must make it clear to your customers and ensure they are informed of any surcharges before the initiation of
the transaction.
JJ For all payments, you must ensure that your advertising makes clear that any prices stated are for payments
other than by Card
JJ For all payments made in store or by telephone, you must inform the customer of the charge amount before
they authorise the Card payment
JJ For payments in store, you must clearly display a statement regarding your surcharges at each public entrance
to your premises and at each Point of Sale. You must also inform the Cardholder of the difference in price for
the Card Transaction (either as an amount or a percentage) when they present the Card
JJ For Card Not Present payments made by mail, telephone or online, you must display a statement explaining the
charges in your catalogue, advertisements and the order form.
Any surcharge amount must be included in the Transaction amount and not collected separately.
You must comply with any legal requirements limiting the amount you can charge and what you must tell your
customers about the charge. It is your responsibility to check these requirements yourself. Please contact your
local Trading Standards Office or equivalent body if you need further information.
Minimum Charging
You must not set a minimum transaction limit on Credit and Debit Card Transactions if your customer has a valid
and properly presented Card.
Split Sales and Transactions

There may be occasions when a Cardholder will request to split payments between several Cards, or between a
Card and cash or cheque.
It is important for you to understand when you can and cannot split a transaction.
1. If several Cardholders wish to split the transaction amount into small amounts in order to pay a proportion of a
bill, this is permitted; for example, in a restaurant when individuals pay their own bill or a proportion of the total
bill. You are permitted to split the total bill between each Cardholder. To prevent future disputes, ensure each
Cardholder agrees to the amount they will pay and process separate transactions for each Card. Each transaction
must be verified by the Cardholders PIN or signature, as prompted by the terminal. Please provide each
Cardholder with a copy of the transaction receipt applicable to the agreed amount (which may or may not
include gratuity) by the Cardholder.
2. If one Cardholder requests you to split a transaction amount between several Cards (perhaps issued by different
Card Issuers) you may proceed as follows:
-- Only conduct the transaction if you are not suspicious of the transaction or the person presenting the Card
-- Ensure all Cards presented are issued with the same Cardholder name
-- Follow the normal Card acceptance procedures as details in Section 3.
This type of request may occur when accepting a large value transaction where the Cardholder may not have
sufficient funds on one Card. First Data Merchant Solutions recommend you only split a transaction over more
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than one Card when:

-- It is a Card Present Transaction.
-- You ensure each Card presented is either issued by a different bank or is a different Card type from the same
bank. It is unlikely that the Cardholder would have more than one Card issued by the same bank and the
same Card type
-- You process each transaction by either chip-read or magnetic strip (as per Terminal prompts)
-- Each transaction is verified by either Chip and PIN or signature (as requested by the Terminal)
-- Each transaction is authorised
-- The Cardholder agreed to the amount charged to each Card and is given a receipt for each transaction, which
shows the amount charged to each Card.
3. You must not split transaction amounts for the same Cardholder into smaller amounts. For example, if
Authorisation is declined on a transaction, do not split it into smaller amounts in an attempt to gain Authorisation.
If you attempt to split a sale, any transaction may be charged back. First Data Merchant Solutions will not be able
to defend you from such Chargebacks.
Alteration of Amounts
JJ You must not alter the transaction amount without the Cardholder’s consent.
JJ If you have a gratuity facility on your terminal, you must ensure the Cardholder has agreed for any gratuity to
be added to the bill.
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SECTION 5: Chargebacks and Retrieval Requests
5. Why Chargebacks Occur

A Chargeback is an unpaid Card Transaction returned to us by the Card Issuer. The following section describes the
procedures which you should follow together with suggestions which will help you reduce the risk of Chargebacks
being debited to your Merchant Account. Remember you may be liable for a Chargeback in some circumstances
even if you obtained Authorisation for a Card Transaction.
A Cardholder or the Card Issuer has the right to question/dispute a Card Transaction. Such requests can be
received up to 180 days after the Card Transaction has been debited to the Cardholder’s Account and in some
circumstances, beyond 180 days.
One of the main reasons a Cardholder disputes a transaction is because they do not recognise the description on
their Card statement, as it may not match the name of your business.
It is a Visa and MasterCard requirement that if you are predominantly trading as a mail or telephone order
business, a contact telephone number rather than location must be included in the transaction description;
for example The Mail Order Shop 01234 567890. This provides the Cardholder with the ability to verify the
transaction with you, rather than disputing with the Card issuer.
The same applies to Internet Card Transactions; the transaction description should include reference to your
website address and a contact telephone number or email address.
You can change the description that appears on the Cardholder statements by contacting our Merchant Support
Centre on 0845 964 5055†.
Chargeback Reversal Procedure

When a Chargeback is received from a Card Issuer we will normally debit your Merchant Account and advise you
accordingly, with details of the Card Transaction together with the information/documentation required from you.
We will also tell you the latest date by which you must reply with the information/documentation required. If the
information provided is:
-- sufficient to warrant a reversal of the Chargeback; and
-- within the applicable timeframe;
We will defend (reverse) the Chargeback if possible but reversal is contingent upon acceptance by the Card
Issuer under Visa/MasterCard guidelines. A reversal is not a guarantee that the Chargeback has been resolved in
your favour. If the Chargeback is reversed, the Card Issuer has the right to present the Chargeback a second time
and your Merchant Account will be debited again if you have not complied fully with the terms of your Merchant
Conditions and this Operating Guide.
We will do our best to help you to defend a Chargeback. However, due to the short timeframes and the
supporting documentation necessary to successfully (and permanently) reverse a Chargeback in your favour, we
strongly recommend the following:
JJ Ensure Card Transactions are completed in accordance with the terms of your Merchant Conditions and this
Operating Guide
JJ If you do receive a Chargeback, investigate and send in the appropriate documentation within the required
timeframe
JJ Whenever possible, contact the Cardholder directly to resolve the inquiry/dispute but still comply with the
request for information in case this does not fully resolve the matter.
Common Causes of Chargebacks

The most common causes for Chargebacks are:
JJ A fraudulent mail, telephone or Internet Card Transaction. Please refer to Section 2.3 for further information
JJ You did not respond in time to a request for a copy of the transaction (retrieval request)
JJ The Card was not valid at the time of the transaction (this could be before the valid date or after the
expiry date)
JJ The sale amount exceeded your Floor Limit and authorisation was not sought, for whatever reason
JJ The signature on the transaction receipt does not match what is on the Card
JJ A transaction was taken on a Card that should only be used in a ATM (Automated Teller Machine)
JJ If two or more Card Transactions were taken for one sale over the Floor Limit (split sale) and authorisation was
not received
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SECTION 5: Chargebacks and Retrieval Requests
JJ If the goods or services provided were not as described, defective or not received
JJ A transaction was completed on behalf of a third party who could not process the transaction themselves. This
is laundering and is in breach of your Merchant Agreement
Retrieval Requests
In many cases, before a Chargeback is initiated, the Card Issuer requests a copy of the Sales Voucher, via a
‘retrieval request’. Once a retrieval request is received from the Card Issuer, we will respond by sending a copy of
the Card Transaction, if available.
Where you hold Electronic Sales Receipts or Terminal Sales Receipts for electronically processed Card
Transactions, it is your responsibility to respond to all retrieval requests received from First Data Merchant
Solutions within 14 calendar days of our initial request. You are responsible for retaining and providing copies of
Sales Receipts and any Refund Receipts for a minimum of 18 months from the original Card Transaction Date. For
Recurring Transactions, this increases to at least 24 months from the date of the last Card Transaction forming
part of the Recurring Transaction.
If First Data Merchant Solutions does not receive a clear legible copy of the Sales Receipt within 14 calendar
days of the initial request you may be subject to a Chargeback. The potential liability remains with you if the
item is not supplied in time and you may become liable for Chargeback simply by failing to meet the payment
scheme timeframe. Chargebacks for ‘non-receipt of requested item’ cannot be reversed unless the requested
documentation is provided within 14 calendar days of the initial request.
To Help Reduce the Risk of Chargebacks

JJ To help protect your business against fraud, First Data Merchant Solutions recommend that you use a Chip
and PIN-enabled Terminal. Chip and PIN terminals help establish that a Card is genuine and the person using
the Card is the owner. The chip makes it difficult for a fraudster to counterfeit or copy the Card, while the PIN
makes it harder for a criminal to use a lost or stolen Card. Because the Cardholder authorises a transaction by
keying in a four-digit PIN known only by them, the risk from forgery is greatly reduced.
JJ Ensure all Card Transactions are processed correctly according to the Card type.
JJ Only accept Cards you have an agreement to process.
JJ Unless you are aware of the possible risks, do not accept mail, telephone or Internet Card Transactions. If you
see an increase in these types of transactions, please contact us to ensure you have the correct Merchant
Agreement in place.
JJ Retain copies of all transaction records. You may be asked to provide evidence of a transaction in order to
resolve a dispute. Failure to do so may result in a Chargeback. You must keep all receipts for a minimum of 18
months, in the case of a recurring transaction this increases to 24 months.
JJ To avoid disputes, which could lead to Chargebacks, display a limited returns policy on your receipts and at the
point of sale.
JJ Remember to follow your instincts. If something about a Card, the customer or the transaction itself does not
seem genuine, make a Code 10 call to our Authorisation Centre. Please remember Authorisation is a check that
is undertaken with the Card Issuer to confirm if they will approve the transaction. Authorisation from the Card
Issuer is not a guarantee of payment.
Except if the debt is considered uncollectible, for example if the payment is to a collection agency or in an
attempt to recover funds for a dishonoured cheque, you may accept a Card to collect or refinance an existing
debt.
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SECTION 6: Payment of Debt
6. Payment of Debt
Mortgage and Loan Payments
You may accept Visa Debit and Visa Electron Cards for the payment of mortgages and loans. However, during
the transaction you must:
JJ Obtain Authorisation
JJ Complete the transaction as a purchase
JJ Write the type of payment made on the receipt, i.e. “Loan” or “Mortgage”
JJ On the signature line of the receipt, write “Instalment Transaction”.
You must not add any surcharges to the transaction, unless local law expressly requires that a Merchant be
permitted to impose a surcharge. Any surcharge amount, if allowed, must be included in the Transaction Amount
and not collected separately.
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SECTION 7: Vehicle Rental Reservation Service
7. Vehicle Rental Reservation Service

If you are a Vehicle Rental Company or a third-party booking agent that accepts Cards to guarantee rental
reservations, First Data Merchant Solutions have created this best practice guide to detail the correct procedures
to deal with Chargebacks.
Telephone Reservations
As telephone reservations are Card Not Present Transactions, you should take as many details as possible to verify
the authenticity of the Cardholder, for example:
JJ The name of the caller
JJ Their telephone number (NOT a mobile number)
JJ The name of the person(s) requiring the vehicle
JJ The expected collection date and time
JJ The number of days they expect to hire the vehicle
JJ The Card Number of the Card to be used
JJ The Cardholder’s name
JJ The Cardholder’s billing address
JJ The Card Security Code (the last 3 digits on the signature stripe on the back of the Card or the last 3 digits in
the box adjacent to the signature panel).
You should discuss and agree the hire rate and obtain the caller’s consent to your cancellation policy. This must be
clearly explained to the customer. Once the order has been confirmed, please send the Cardholder the following
in writing:
JJ Your terms and conditions and cancellation policy
JJ Reserved vehicle rental rate
JJ Currency of the transaction
JJ Name and address of the location the vehicle is to be collected from
The reservation confirmation to the Cardholder can be by mail, fax or email.
You must also inform the Cardholder that a No Show Transaction up to the value of one day’s rental at the
reserved vehicle rental rate will be billed to the Cardholder if the Cardholder has neither:
JJ Collected the vehicle within 24 hours of the collection time, or
JJ Properly cancelled the reservation in accordance with the communicated cancellation policy
If you wish to bill a No Show Transaction, you must confirm, in writing, as part of the reservation confirmation, the
value and currency of the fee that will be billed to the Cardholder.
Fax or Mail reservations

Fax and mail reservations should contain the same information as required for telephone reservations, however
without the Card Security Code. Within the reservation, the Cardholder should also confirm they accept your
terms and conditions.
You should call the Cardholder to confirm the reservation and provide confirmation in writing, together with a
copy of your terms and conditions and cancellation policy.
Internet Reservations
When taking reservations on the Internet, we advise that you use the same procedures and precautions as those
taken by telephone. This will also include that the Cardholder confirms their acceptance of your terms
and conditions; this can be via a tick box.
First Data Merchant Solutions requires that your website uses 3D Secure. Please see Section 3 for further details.
39
Reservation Confirmation
When a customer uses your vehicle rental reservation service, you must supply the Cardholder with a confirmation
code and advise the Cardholder to retain it in case of a dispute. You must also provide a written confirmation
containing the following information:
JJ Cardholder name,
JJ Cardholder Account Number (truncated to only display four digits)
JJ Card expiration date
JJ Confirmation code
JJ The address the vehicle is to be collected from
JJ Hours of operation of the collection and return outlet
JJ Cancellation policy and procedures
You must ensure that the Cardholder is advised at the time of making the reservation that a confirmation receipt
is available on return of the rented vehicle. This confirmation receipt confirms the mutually agreed condition of
the rented vehicle upon return.
Your Cancellation Policy

Please note that whilst you may have a cancellation policy within your terms and conditions (which you must
clearly communicate to your customer), you may not charge any cancellation fee to the Card used for the
vehicle reservation. If you do, First Data Merchant Solutions will be unable to defend you from any subsequent
Chargeback.
Within your cancellation period, you must not require cancellation notification of more than 72 hours to the
scheduled collection time and date of the booking without penalty. If the Cardholder makes a reservation within
72 hours of the scheduled pick up date, the cancellation deadline must be no earlier than 6pm at the address of
the scheduled pick up date.
If a reservation has been properly cancelled in accordance with the communicated cancellation policy, you are
required to provide the Cardholder with a cancellation code and advise them to retain it for their records. You
must then send a written confirmation of the cancellation to the Cardholder within 5 business working days.
No Show
If the Cardholder does not turn up, having failed to cancel their vehicle hire, your terms and conditions may
entitle you to charge the customer. However, you may not charge any cancellation fee to the Card used for
the vehicle reservation. If you do, First Data Merchant Solutions will be unable to defend you from any
subsequent Chargeback.
Vehicle Collection
When your customer comes to collect their hire vehicle ask to see their Card and ask them to read your terms and
conditions and sign the rental agreement. Carry out the visual check to ensure the Card is genuine, (see Section 2
for further details).
In case there are any additional or delayed charges, do not ask the Cardholder to sign the Transaction Sales
Receipt. The Cardholder must agree to be charged additional or delayed charges if they occur.
If possible, take payment by processing a Card Present Transaction (please see Section3, Accepting Card
Transactions). If payment has already been obtained, ensure an imprint of the Card is taken on the vehicle rental
agreement as proof that the Cardholder has consented to the Card payment.
Estimated Authorisation
An Estimated Authorisation allows you to estimate the final transaction value, obtain Authorisation and reserve
payment while the vehicle is on hire. The estimate should be based on:
JJ The Cardholder’s intended rental period
JJ The rental rate and applicable tax
JJ Mileage rates
The estimated authorisation cannot include potential vehicle damage.
You cannot estimate authorisation with Maestro Cards.
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As Estimated Authorisation is only valid for the length of the vehicle rental, for any extended rental periods, we
recommend that you close the customers account after 14 days and bill them fortnightly.
At the end of the vehicle hire agreement, if the bill is within 15% of the estimated authorisation amount, you can
use the code provided. However, you will need to gain a final Authorisation Code if:
JJ The final transaction amount is above your floor limit and you have not obtained a previous Authorisation
JJ There is more than 15% difference between the final bill and the Pre-Authorisation amount
JJ The Cardholder is paying by Visa Electron and the final bill is more than the sum of all the Estimated
Authorisation you have previously gained for the vehicle hire period.
Pre-Authorisation
Pre-authorisation are those Card Transactions for which can seek authorisation prior to the debiting of the
Cardholder Account. It allows you to estimate the final transaction amount, gain Authorisation and reserve the
funds before the hired vehicle is returned. This is, however, not supported for Maestro Cards. For Maestro Cards,
we recommend full payment for the expected value when the vehicle is collected. If the Cardholder decides to
reduce the length of hire, you can provide a Refund.
Authorisation will be valid for the length of the hire term. If the Cardholder decides to extend the hire period,
First Data Merchant Solutions recommend that you do not allow your customers to hire a vehicle for more than 2
weeks without settling their bill. You should ask customers wishing to extend their hire to more than 2 weeks to
pay the current total due, preferably by the Cardholder in person, and bill every 2 weeks.
At the end of the hire agreement, if the final bill is 15% more than pre-authorised amount, you must get a further
pre-authorised code for the remaining rental period.
Delayed Charges
For you to process a delayed charge, for example damage to the vehicle, fuel, insurance fee, parking tickets,
excessive mileage etc, the Cardholder must have given their consent by signing the rental agreement and
agreeing to your Terms and Conditions.
Any delayed charges must be processed within 90 days of the original transaction date and you must obtain
further Authorisation. These charges must be submitted as a separate transaction with ‘Signature on file’ clearly
visible. The Cardholder must be notified in writing of any delayed charges.
To support the delayed charges, you must supply the customer with any additional documentation. For example,
for a traffic violation:
JJ A copy of the rental agreement
JJ Document violation
JJ The licence number of the rented vehicle
JJ The law violated and, if applicable, a copy of the accident report
JJ Notice of the amount charged
Upon return of the vehicle, you must provide the Cardholder with a written confirmation of all of the following:
JJ The visible damage status of the rented vehicle upon return. If there is no visible damage, this must be clearly
stated on the written confirmation and you must not process a delayed or amended charge transaction for any
visible damage to the rented vehicle.
JJ The fuel status of the rented vehicle upon return. If there are no extra fuel charges, this must be clearly stated
on the written confirmation and you must not process a delayed or amended charge transaction for extra fuel.
JJ The date and time of the return. If there are no extra rental charges as a result of extended time, this must be
clearly stated on the written confirmation and you must not process a delayed or amended charge transaction
for the extra day’s rental.
Accident or Collision
In an event of an accident or collision, you may charge Visa Cardholders for the damages to the vehicle. You must
provide a written confirmation containing the details of the damage, the cost of the damage and the currency in
which the cost of the damage will be charged to the Cardholder within 10 Business Days of the return date of the
rented vehicle.
For delayed and amended charges relating to damages, where you have written to the Cardholder, the
41
Cardholder may, at no cost to the Car Rental Company, provide written confirmation of an alternative estimate for
the cost of the damage. This must be within 10 Business Days of receipt of original written confirmation detailing
the cost of the damage from you.
You and the Cardholder may come to an agreement on the cost of the damage before processing the transaction.
If an agreement is not reached between you and the Cardholder for the cost of the damage, and if you process
the delayed charges, the Cardholder retains the right to dispute the transaction.
To apply additional charges to a MasterCard, you must obtain a separate Cardholder signed authority by
processing a Card Present Transaction. If the charge is disputed at a later date, this will be required as proof that
the Cardholder authorised the additional charge.
Accepting Split Sales

There may be occasions when a customer requests a payment to be split between Cards, cash or cheques in
order to the share the costs. Although this is acceptable, there are a high number of Chargebacks as a result of
them. You must always obtain Authorisation and always inform the Authorisation operator at the start of the call
that the transaction is part of a split payment. You must only process one transaction per Card.
Please note Authorisation from the Card Issuer is not a guarantee of payment.
Refund Policy
If you operate a no refund policy, this must be made clear to the Cardholder when discussing the reservation.
If you do agree to refunds, you must credit to the same Card as used to make the reservation. Where a charge is
made to a Card in error, the reversal must be applied to the Card within 30 calendar days. Do not refund by cash
or other payment methods as this could result in Chargebacks.
Extended Hire
First Data Merchant Solutions recommend that you do not allow your customers to hire a vehicle for more than 2
weeks without settling their bill. You should ask customers wishing to extend their hire to more than 2 weeks to
pay the current total due, preferably by the Cardholder in person.
If the current bill is 15% more than pre-authorised amount, you must get a further pre-authorised code for
remaining rental period.
Disputed Transactions
If at a later date, a Transaction is disputed, it is vital to show that the Card was present and authorised.
Common reasons for a disputed transaction include:
JJ Vehicle reservations made using a Card obtained by a fraudster who never arrives to collect the vehicle. In
this instance, it is likely that the fraudster is only using your reservation system to check that the Card they
are using is valid with funds available. Therefore, it is likely that the Cardholder will only become aware of this
when they receive their statement with your No Show charge included.
JJ Not replying to Card Issuer requests for information. The Card Issuer is entitled under Card Scheme Rules to
request details of any Transaction. This may include copies of the final transaction, showing that the Card was
present and authorised by the Cardholder. Please ensure that you reply to Card issuer requests within 14 days.
Failure to do so may result in a Chargeback.
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SECTION 8: Hotels, Lodging and Accommodation
8. Hotels, Lodging and Accommodation

First Data Merchant Solutions have created this best practice guide to detail the correct procedures to take
when accepting Cards within the hotel industry. Failure to follow this guide may result in unnecessary Cardholder
queries and complaints, and possible Chargebacks.
Advance Reservations
Wherever possible, the person requiring accommodation or lodging should be asked to make the reservation
themselves. However, for practical reasons, you may need to accept reservations from third parties, for example
secretaries acting on behalf of their bosses.
Telephone Reservations
As telephone reservations are Card Not Present Transactions, you should take as many details as possible
to verify the authenticity of the Cardholder, for example:
JJ The name of the caller
JJ Their direct dial telephone number (NOT a mobile telephone number)
JJ The name of the person(s) requiring the accommodation/lodging (if not the caller)
JJ Their expected arrival date and time
JJ The number of nights they are expected to stay
JJ The Card Number of the card to be used for the charges
JJ The Cardholder’s name
JJ The Cardholder’s billing address
JJ The Card Security Code (the last three digits on the signature strip on the back of the Card or the 3 digits
in the box adjacent to the signature panel).
If the booking is for corporate purposes, you should also collect the following information:
JJ The caller’s name and position in the company/organisation
JJ The name of the company/organisation
JJ The company/organisation switchboard telephone number.
You should discuss and agree the room rate and obtain the caller’s consent to your cancellation policy. This
must be clearly explained to the customer. Once the reservation has been confirmed, please inform the
Cardholder of the following:
JJ The room rate (including tax)
JJ The hotel’s address
JJ The Cardholder’s name as it appears on the Card
JJ The confirmation code for the guaranteed reservation (advise them to keep this for future reference)
Fax or Mail Reservations

Fax and mail reservations should contain the same information as required for telephone reservations,
however without the Card Security Code. Within the reservation, the Cardholder should also confirm the
acceptance policy.
You should call the Cardholder to confirm the reservation and also provide confirmation in writing, together
with a copy of your terms and conditions and cancellation policy.
Internet Reservations
When taking reservations on the Internet, we advise that you use the same procedures and precautions as
those taken by telephone. This will also include that the Cardholder confirms their acceptance of your terms
and conditions; this can be via a tick box.
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First Data Merchant Solutions requires that your website uses 3D Secure. Please see Section 3 for further details.
Advanced Deposits
Please note if you take advanced deposits for a room reservation, under the Visa and MasterCard rules, this is the
only amount you can debit the customer. You will also forfeit your right to charge one night’s No Show payment.
If you operate a “No Refund” policy you must make it perfectly clear to the Cardholder at the time of the
reservation. Any refunds must be made to the Card used for the original booking. You must not refund by cash,
cheque or other means.
Once you and the Cardholder have agreed on the deposit, please inform the Cardholder of the following:
JJ The amount of advanced deposit that will be billed on the Card (which must not exceed the cost of 14
nights accommodation)
JJ Explain that the deposit will be deducted from the final bill
JJ Explain that the accommodation will be held for the period covered by the advance deposit
JJ Provide your address and telephone number
JJ The confirmation code of the reservation (advise the Cardholder to keep this for future reference)
Maestro cards are acceptable only when the Cardholder is present. All Maestro Card deposits must be processed
electronically using the magnetic stripe or embedded chip.
Cancellation Policy
Please note that whilst you may have a cancellation policy within your terms and conditions, you must ensure
this is clearly understood by the Cardholder when the room reservation is made. You must ask if they accept
the policy and to confirm this. All cancellation deadlines must be no earlier than 72 hours before the guest is
expected.
Should the Cardholder cancel in accordance with your cancellation policy, you should:
JJ Provide the Cardholder with a cancellation code, advising them to keep a record for future reference.
JJ Write “cancelled” on the reservation form and record the cancellation code
JJ Provide a written cancellation note, including the following information:
-- The Card number (this must be truncated so that only the last four digits are shown)
-- The Card expiry date
-- The Cardholder’s name as it appears on the card
-- The cancellation code
Guest Arrivals/Check-In
When your guests arrive, request to see the Card that the booking was made with and ask them to complete a
registration form. If you wish to charge additional services/items to the guest’s room, such as newspapers and bar
charges, your registration form must clearly show this.
No Show
If a Cardholder fails to cancel their room reservation, in accordance with your cancellation policy, you are entitled
to charge for one night’s accommodation, plus applicable tax. For this, you can use the Card given at reservation.
Once you have processed the transaction, send a copy of the receipt with “No Show” written on the signature
panel, along with your terms and conditions to the Cardholder at their billing address.
If however, the Cardholder later claims that they did not make the room reservation then a Chargeback may
still occur.
Please note you may offer to reserve accommodation for a customer using a
Maestro Card, however please be aware that you cannot debit the Card for one
night’s stay if they do not arrive.
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Pre-Authorisation
Pre-Authorisation allows you to estimate the final bill and reserve funds on the Card for that amount whilst your
guest is staying with you. However, it is not supported for Maestro Cards. We recommend that you obtain full
payment upon check-in for the expected number of nights stay. If the Cardholder decides to check out early, you
can provide a refund.
The procedure for seeking Authorisation of estimates allows you to estimate the final transaction amount and
receive the protection of an Authorisation before the guest checks out.
The Cardholder’s total charges can be estimated based on:
JJ The expected length of stay
JJ The estimated miscellaneous charges
At the time of Pre-Authorisation, the Cardholder will be required to input their PIN number to confirm they are
the genuine Cardholder. Please advise the Cardholder how much you have Pre-Authorised, as this will reduce the
amount of funds they have available on their account. You should reassure the Cardholder that this PIN is being
used only to verify that the genuine Cardholder is present and that their Card is not being debited at this time.
The Authorisation of estimates helps protect you from fraudulent Card use and confirms if the Cardholder’s
account is valid and has sufficient funds available. Authorisation is a check that is undertaken with the Card Issuer
to confirm if they will approve the Transaction. Authorisation from the Card Issuer is not a guarantee of payment.
Departures/Check-Out
When the Cardholder wishes to check out, calculate the final bill amount and compare this with the total amount
of authorised estimates.
If the final bill is within 15% of the Pre-Authorised amount, there is no need for further authorisation, you can
process the transaction by using the code given at Pre-Authorisation.
However, if the final bill is more than 15% above the Pre-Authorised amount, you must obtain another
Authorisation Code for the difference.
Express /Priority Check-Out

If you decide to offer your guest an express/priority check-out service (Card no longer present), please be
aware that we may not be able to defend you from a Chargeback if a Cardholder later denies any transactions.
If the Cardholder requests priority check-out, at check-in you must:
JJ Record the Card Number, expiration date and Cardholder Name on the sales draft
JJ Inform the Cardholder of your policy regarding any charges discovered after check-out
JJ Give the Cardholder a priority check-out agreement to complete. When the Cardholder returns the
agreement, ensure that:
-- It is signed
-- It includes the mailing address
-- The Card Number on the check-out agreement matches the Card Number on the Authorisation of
the estimate.
Upon check-out, you must complete the sales draft by entering the total charges incurred during the Cardholder’s
stay, including restaurant, telephone and miscellaneous charges. Compare the final bill amount with the total
amount of authorised estimates.
If the final bill is within 15% of the Pre-Authorised amount, there is no need for further Authorisation, you can
process the transaction by using the code given at Pre-Authorisation.
However, if the final bill is more than 15% above the Pre-Authorised amount, you must obtain another
Authorisation code for the difference.
Extended Stays
First Data Merchant Solutions strongly recommend that you do not allow stays of more than two weeks without
asking your guests to settle their bill.
Those requiring longer stays should be asked to pay the current total due. You can ask for their Card, or you can
45
use the Card details provided during check-in. However, please be aware that there is a risk that this amount
could be disputed at a later date if no signature or PIN is obtained.
If the bill is more than 15% above the Pre-Authorised amount, you must obtain another Authorisation code for the
remainder of the stay.
Please remember that Pre-Authorisations are not supported for Maestro Cards.
We recommend that you obtain full payment for the expected number of nights
stay. If the Cardholder decides to check-out early, simply provide a refund.
Disputed Transactions
If a transaction is later disputed, it is important for you to show that the Card was present and authorised
(where required).
The most common reasons for a disputed transaction are:
1. Reservations made using a Card obtained by a fraudster who never arrives at the hotel.
In this instance, it is likely that the fraudster is only using your reservation system to check that the Card they are
using is valid with funds available. It is therefore likely that the Cardholder will only become aware of this when
they receive their statement with your “No Show” charge included.
2. Not replying to requests for information.
Under Card Scheme rules, the Card Issuer is entitled to request details of any transaction. This may include
copies of the final transaction, showing that the Card was present and authorised by the Cardholder. Please
ensure that you reply to Card Issuer requests within 14 days. Failure to do so may result in a Chargeback.
Requests for Information and Notification of Chargebacks

If First Data Merchant Solutions advise that a Cardholder is disputing a charge, always ensure you supply the
correct information to help us defend the dispute.
If the dispute is over an express/priority check-out where no signature was obtained, please send:
JJ a copy of the transaction receipt captured at check-in, proving the Card was present and pre-authorisation
was carried out
JJ a copy of your registration showing the Cardholder’s signature and acceptance of the charge for the agreed
length of stay etc.
If the dispute is over charges levied since the Cardholder checked-out, for example mini-bar charges or breakfast
on their last day, please send a copy of the transaction receipt with “Signature on file” written in the Cardholder
signature box. Please also send a copy of your registration showing the Cardholder’s signature and their
acceptance of additional charges that may be made to their account.
46
SECTION 9: Keeping Your Point of Sale Device Safe
9. Keeping Your Point of Sale Device Safe

The introduction of Chip and PIN has significantly reduced fraud; however, Point of Sale (POS) devices will
continue to be targeted by criminals wanting to commit fraud. You must take care to ensure that no one, other
than an authorised engineer, has the opportunity to tamper with your POS device.
JJ Criminals use stolen Card and PIN details to produce fake swipe magnetic swipe cards for use abroad, where
Chip and PIN is not used or to use in cash machines.
JJ A criminal may pose as an engineer to gain entry to your POS device, they may try to replace certain
components of your device with bogus parts fitted with data capture devices or insert a pinhole camera
to photograph Card and PIN detail. They may even try to replace the whole device with one that is already
equipped with data capture equipment.
Please note a legitimate engineer will never visit your premises without
contacting you first. This may be via the Terminal vendor or an employee from
First Data Merchant Solutions. Never disclose your merchant number or your
Terminal details to anyone else.
JJ Do not allow anyone other than a legitimate engineer or a direct employee of First Data Merchant Solutions
remove your terminal from your premises.
JJ In the event you suffer a communication failure in your premises, the Terminal will store up to five transactions
until it is next able to go online. Although this poses minimal risk, a criminal may try to steal your POS device to
extract any data stored. A PIN stand secured to your counter top is a good deterrent against theft, although
these must allow access in accordance with the Disability Discrimination ACT 1995.
JJ A criminal may try to force or bribe a staff member to allow them access to the POS device in order to fit a data
capture device
Staff should be trained regularly on POS security and must report any incident
they feel is a threat to the device.
You should carry out some simple checks on a daily basis to ensure that your POS device has not been
tampered with:
JJ Is there any physical damage to your POS device?
JJ Are there any stickers on the device that were not attached at the time of installation?
JJ Does your POS device appear to have been modified, are there any additional components that were
not there previously?
If you detect anything suspicious with your POS device, do not use it and report
immediately to our Merchant Support Centre on 0845 964 5055†.
Positioning your POS Device
You must consider Cardholder privacy when positioning your POS device.
JJ The POS should be placed in a position where the Cardholder cannot be overlooked whilst entering their PIN
details.
JJ The POS must not be positioned directly in view of CCTV cameras.
JJ If a PIN shield is provided with your POS it should be used.
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SECTION 10: Changes to Your Business
10. Changes to Your Business

It is vital that you keep First Data Merchant Solutions apprised of any material changes to your business. Where
we request in this section that you notify us of changes in writing, then you should write to us at First Data
Merchant Solutions Customer Service at the address set out in Section 13 or as we may otherwise notify you. It is
particularly important that you advise us of the following changes:
Change of Bank and/or Branch

You must contact the Merchant Support Centre immediately on 0845 964 5055† if your bank account details have
changed. If you do not advise us there will be a delay in funds reaching your account. Changes to bank account
details must be confirmed in writing. We will also require a new Direct Debit mandate.
Change of Address
You must advise First Data Merchant Solutions immediately and confirm in writing if you change your business or
trading address.
Closure or Change of Ownership

Your First Data Merchant Solutions service is not transferable to anybody under any circumstances without the
prior written approval of First Data Merchant Solutions. If you are selling or closing your Business or there is
any material change to the nature, size or scope of your Business you must confirm this in writing to First Data
Merchant Solutions. If the purchaser of your Business wishes to use First Data Merchant Solutions, a new account
may have to be opened that reflects the new ownership and we reserve the right to make our usual pre-contract
enquiries. If you fail to advise us that you no longer own the Business you will continue to be liable for any
liabilities that the subsequent owner(s) generate.
You must also advise us immediately of:
JJ Any changes to directors, partners or to the other officers of your Business
JJ Any change of voting control in you or your parent company
JJ Any sale or other disposal of all or any material part of your assets
Change of Business or Trading Name

If you are changing the business or trading name of your Business then you must advise First Data Merchant
Solutions in writing.
Change of Legal Entity

If you are changing the legal status of your Business, for example, from sole trader to limited company status,
adding a partner to your Business or if a partner leaves, you must advise First Data Merchant Solutions in writing.
Change of Products or Services Sold or Other Details

When you apply for merchant services from First Data Merchant Solutions, you give us the various product details
that your business sells and we categorise your account accordingly. These details, including your anticipated
average sale value, are important in terms of the ongoing risk assessments that First Data Merchant Solutions
regularly undertake.
Therefore, it is important that you advise us, in writing, if the nature of your Business changes, for example,
a change of product or service or if you expand into an additional line of Business, different to your own
existing Business. You must also advise us in writing if any of the other details that you have provided to us
change, whether in your application or otherwise. If you fail to advise us you may find that proceeds from sales
transactions are withheld pending our investigations and reassessment of risk.
Changing Your Trading Terms

You must advise First Data Merchant Solutions immediately if you make any changes to your trading terms, for
example, any changes to your Refund policy, or to the terms and conditions issued to your customers, or to the
delivery timeframes you have previously indicated to us.
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SECTION 10: Changes to Your Business
Other Changes Affecting Your Business

You must advise us immediately if any of the following events occur:
JJ Any Insolvency Event affecting your Business
JJ You make any arrangement with creditors
JJ You experience any financial difficulties
Changing Method of Taking Cards

If you would like to change your method of taking Cards – for example from Card Not Present processing to
face to face Card acceptance or from taking Card Present Transactions to processing through the Internet or
accepting Transactions in a Card Not Present environment, you must first obtain written authority from First
Data Merchant Solutions. Failure to do so will invalidate your Merchant Agreement, and you will be liable for any
Chargebacks.
The address to write to is:
First Data Merchant Solutions
Janus House,
Endeavour Drive,
Basildon,
Essex
SS14 3WF
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SECTION 11: Voicing Your Concerns
11. Voicing Your Concerns

First Data Merchant Solutions are authorised and regulated by the Financial Conduct Authority (FCA). Every step
is taken to ensure you are satisfied with the services you receive from First Data Merchant Solutions. However, if
you have reason to complain, we will take a balanced and fair view of the situation and take whatever action is
necessary to resolve your complaint.
The Financial Services and Markets Act 2000 lays down a standard procedure which we aim to meet in the
handling of all customer complaints:
You can contact the First Data Merchant Solutions Customer Care Team by writing to:
Janus House,
Endeavour Drive,
Basildon,
Essex SS14 3WF
or
Telephone: 0845 964 5055†, Mon-Sat, 8am - 9pm
Email: FDMSComplaints@firstdatacorp.co.uk
We take all complaints seriously. Many issues can be dealt with straight away, but some do take a little time to
investigate thoroughly. If this happens, we get a specialist from our Customer Care Team to resolve the issue. The
FCA gives us eight weeks to resolve all complaints.
If for any reason you are not happy with the outcome please contact us explaining what you think we can do to
put it right.
If you are still not happy after we’ve tried to put things right you can ask the ombudsman to look at your case for
free. They can be contacted at:
The Financial Ombudsman Service
South Quay Plaza,
183 Marsh Wall,
London E14 9SR
or
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
The Finance & Leasing Association

This association may provide a conciliation service for certain types of complaint relating to finance and leasing
agreements, if First Data Merchant Solutions’ internal procedures have failed to resolve matters:
The Compliance Manager
Finance & Leasing Association,
Imperial House,
15-19 Kingsway,
London WC2B 6UN
or
Telephone: 0207 836 6511
Fax: 0207 420 9650
Email: info@fla.org.uk
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SECTION 12: Additional Information
12. Additional Information

Stationery
Stocks of stationery, i.e. Sales, Refund and Merchant Summary Vouchers, and deposit envelopes can be ordered
by calling the Merchant Support Centre on 0845 964 5055†.
Point of Sale and Display Material

A varied selection of Point of Sale material is available by telephoning the Merchant Support Centre on
0845 964 5055†.
First Data Merchant Solutions Artwork Guide

You may not use MasterCard, Visa and Maestro logos in your advertising unless approval is gained from First Data
Merchant Solutions. For advice as to the layout of your advertising, please call the Merchant Support Centre on
0845 964 5055†.
Emergencies and Disruptions

In case of any disruptions to the postal or telephone services, you are requested to hold at least 3 months’ supply
of Fallback Vouchers. If a disruption does occur, the following procedure will apply:
JJ Your Merchant Statement will be sent to you as soon as possible
JJ Vouchers are to be submitted in the normal way
JJ As your account is settled by Direct Debit to your bank, this process will continue
JJ Chargebacks will be processed in the normal way but you will not receive details until the emergency is over
JJ Never exceed your Floor Limit without Authorisation even if the telephone service is disrupted.
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SECTION 13: Useful Contact Information
13. Useful Contact Information

Authorisation Service
0844 257 9400
Lines are open 24-hours, Monday to Sunday
If there is a problem with the telephone line, call the standby Authorisation number on 01268 823 130.
Merchant Support Centre

Helpline:
For any queries with your First Data Merchant Solutions service, please telephone 0845 964 5055†.
Lines are open 8am to 9pm, Monday to Saturday.
Alternatively, you can write to First Data Merchant Solutions at the following address:
First Data Merchant Solutions
Janus House
Endeavour Drive
Basildon
Essex
SS14 3WF
Please ensure that all First Data Merchant Solutions related enquiries are referred to the Merchant
Support Centre.
PCI DSS Compliance Programme

For any queries regarding your PCI DSS compliance status, please telephone the PCI DSS Helpdesk on
0845 300 7757 †. Lines are open 9am – 5pm, Monday to Friday.
First Data Global Leasing

For any queries regarding your Terminal lease, please telephone First Data Global Leasing on 0845 841 2442 †.
Lines are open 8am – 5pm, Monday to Friday.
Terminal Manufacturers
Spire Payments Helpdesk:
0871 711 0719† Lines are open 8am-9pm, Monday- Saturday and 10am-4pm on Bank Holidays.
Ingenico Terminal Technical Support:
0844 561 6847†, Lines are open 8am-9pm Monday-Saturday and 10am-4pm on Sundays.
ClientLine
For any queries regarding ClientLine, please telephone the ClientLine Helpdesk on 01268 567128. Lines are open
8am-9pm, Monday to Saturday.
Fexco (Dynamic Currency Conversion)

For any queries regarding Fexco, please telephone the Helpdesk on 0845 964 5055†. Lines are open
8am to 9pm, Monday to Saturday.
American Express
For any queries regarding American Express, please telephone the American Express Helpdesk on 01273 675533.
Lines are open 8am-6pm Monday to Friday, and Saturday 9am-5pm.
Plusnet and Phoenix

For any queries regarding your Plusnet and Phoenix broadband, please telephone the Plusnet and Phoenix
Helpdesk on 0845 964 5055†. Lines are open all day, everyday.
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SECTION 14: Glossary
14. Glossary
Additional Service means a service agreed between you and First Data Europe Limited;
Applicant means the applicant for merchant services from First Data Europe Limited who is submitting or has
submitted the Application Form to First Data Europe Limited;
Application Form means the form submitted by the Applicant applying for merchant services from First Data
Europe Limited to be provided under the terms of your Merchant Agreement;
Assured Reservations means the facility whereby a Merchant who makes a reservation of accommodation for a
Cardholder will maintain that reservation regardless of the time of arrival of the customer on the day for which
the reservation is made and may charge the Cardholder in respect of the reservation where the customer does
not arrive;
Attest means to demonstrate and confirm your compliance with the PCI DSS and any changes, which may occur
to those standards, by completing a self assessment attestation through the PCI DSS Complete Solutions Service,
either on-line, over the telephone or in paper form, or submitting a report of compliance from a PCI DSS audit;
Authorisation means our approval for a Card Transaction to go ahead. Authorisation only confirms that the Card
has not been registered as lost or stolen and has available credit at the time of the Card Transaction. It does
not confirm that the person who presents the Card is the genuine Cardholder and, therefore, alone it does not
prevent the Card payment being charged back to you in accordance with your Merchant Conditions;
Authorisation Centre means the telephone call centre where manual requests for Card Transaction Authorisations
are handled;
Authorisation Code means the code issued to confirm a Card is valid and funds are available to cover the value of
the transaction at the time Authorisation is sought;
Bureau de Change Transactions means Card Transactions accepted as part of a Bureau de Change business;
Business means your business as a Merchant as described in your Merchant Agreement or such other description
as we may agree from time to time;
Business Day means any day, which is not a Saturday, Sunday, or a Bank Holiday in any part of the United
Kingdom;
Card means any valid payment card approved by First Data Europe Limited from time to time and to which your
Merchant Agreement applies;
Card Acquirer means any bank or other body duly authorised to process Card Transactions from a Merchant;
Cardholder means the company, firm, individual or other body for whose use a Card has been issued at any time;
Cardholder’s Account means the account in the name of the Cardholder, which may be debited or credited by
the Card Acquirer in respect of Card Transactions;
Cardholder Information means any information relating to a Cardholder including any Card Number and any
Personal Data;
Card Issuer means any bank or other body authorised by a Card Scheme to issue Cards;
Card Not Present Floor Limit means the Total Value for each Card Not Present Transaction at which you must
obtain Authorisation. This is set out in your Merchant Agreement.
Card Not Present Transaction means any type of Card Transaction where the Cardholder is not present and/or
the Card is not provided physically to you at the time of the transaction, including Card Transactions made via the
telephone, mail order and/or a Website;
Card Number means the number displayed on a Card identifying the Cardholder’s Account;
Card Present Floor Limit means the Total Value for each Card Present Transaction at which you must obtain
Authorisation. This is set out in your Merchant Agreement.
Card Present Transaction means any type of Card Transaction where the Cardholder is present and the Card is
provided physically to you at the time of the transaction;
Card Refund means any refund given in respect of a Card Transaction for credit to the Cardholder’s Account;
Card Refund Data means the details of a Card Refund processed through a Terminal or a Website in a form
|we approve;
Card Sales Data means the details of a Card Transaction processed through a Terminal or a Website in a form
we approve;
53
Card Scheme means Visa International, MasterCard International, Japanese Credit Bureau and any other card
scheme we approve from time to time;
Card Scheme Rules means the rules and operating instructions issued by particular Card Schemes from time
to time;
Card Security Code (CSC) means the three or four digit number printed on the signature strip directly after the
Card Number;
Card Transaction means any payment made by the use of a Card, a Card Number or in any manner authorised by
the Cardholder for debit to the Cardholder’s Account;
Cashback means a service provided to Cardholders whereby cash is dispensed with a Debit Card purchase
transaction at the Point of Sale;
Cashback Limit means the maximum amount of cash that you may provide to a Cardholder as part of a Purchase
with Cashback as we may notify from time to time;
Chargeback means a Card Transaction that is disputed by a Cardholder or Card Issuer and is returned to First Data
Europe Limited under the relevant Card Scheme Rules;
Charges means the charges which become payable by you to us (which may be collected by First Data Merchant
Solutions) as specified in the Merchant Conditions and the Charges Schedule;
Charges Schedule means the schedule in your Application Form setting out certain charges that may be payable
by you. We may increase or decrease this from time to time, providing written notice of the change;
Chip and PIN Card means a card in respect of which a PIN may be entered in a PIN Entry Device;
Chip Card means a plastic Card containing a microchip which has highly secure memory and processing
capabilities, which can be recognised by the gold or silver coloured contact plate on the front of the card and
which may be entered into a chip reader; Chip Cards are also known as integrated circuit cards (ICCs) or
smart cards;
Complaints Procedure Leaflet means the leaflet explaining our complaints procedures as may be varied from time
to time;
Debit Card means a Visa Debit Card, Visa Electron Card, International Maestro Card, UK Maestro Card, Debit
MasterCard and such other Cards as notified by us to you from time to time as being debit cards.
Deferred Payment means we are of the opinion that there is a potential risk of loss to First Data Europe Limited
through Chargebacks, we may alter the way we settle Card Transactions between you and a Cardholder by
moving you on to a system under which we settle such Card Transactions by holding back payments to you for a
pre-determined number of days.
Deferred Supply Period means the maximum period specified in your Application Form, or the period agreed
with the Cardholder at the time of the Card Transaction (if less), within which you must supply goods, services,
accommodation or other facilities following the time of the Card Transaction;
Deferred Supply Transactions means Card Transactions where the goods, services, accommodation or other
facilities are supplied to the Cardholder at a time later than the time of the Card Transaction;
Disabling Device means any software, viruses, worms, time or logic bombs, trojan horses or other computer
instructions, intentional devices or technologies that can or were designed to threaten, infect or disrupt, damage,
disable or shut down all or any part of a computer program, network or computer data;
Dynamic Currency Conversion (Global Choice™) means the ability to offer overseas Visa and MasterCard
cardholders the option to pay for goods or services in their own currency.
E-Commerce means a business transaction conducted electronically. This includes Card Transactions taken over
the internet.
E Statement means an electronic copy of your monthly Merchant Statement delivered by email;
Electronic Link means any computer system, servers or network used by you to communicate with First Data
Merchant Solutions or with Cardholders;
Electronic Refund Receipt means an electronic Refund Receipt used in respect of Card Not Present Transactions
entered into through a Website in the form we approve;
Electronic Sales Receipt means an electronic Sales Receipt used in respect of Card Not Present Transactions
entered into through a Website in the form we approve;
54
Equipment means all equipment including Terminals and any hardware or software we or our agents have
approved or supplied to you for use in connection with your Merchant Agreement;
Eurocard means a credit card issued by MasterCard and carries the MasterCard logo;
Express Checkout means a facility that enables Merchants offering accommodation to improve the efficiency
of their checkout procedures, which involves having their Terminal downloaded with the appropriate level of
software;
Express Funding means the funding method that facilitates payment of Transaction Data settlement within a
specified number of days following transaction processing day;
Fallback means a transaction taken using a paper voucher when electronic terminal/Point of Sale systems have
failed;
Fallback Floor Limit means the Total Value for each Card Transaction at which you must obtain Authorisation
while your Terminal or other Equipment is out of order or the Website or any Electronic Link is not available or
functioning correctly. This would normally be the Card Present Floor Limit or the Card Not Present Floor Limit (as
applicable) unless we notify you otherwise;
Fallback Procedures means the procedures you must follow, as set out in this Operating Guide, or as we may
notify you from time to time, if your Terminal or other Equipment has failed for a technical reason or a Website or
Electronic Link is not available or functioning correctly;
Fallback Vouchers means the vouchers we supply or approve which you must use for Card Transactions where
your Terminal or other Equipment has failed for a technical reason or the Website or Electronic Link is not available
or functioning correctly. Fallback Vouchers may be in the same form as Sales Vouchers;
Floor Limit means the Card Present Floor Limit or Card Not Present Floor Limit (as applicable);
Foreign Currency Card Transactions means Card Transactions where the currency of payment is to be in a
currency other than Pounds Sterling;
Group means First Data Europe Limited, any holding company of ours or any subsidiary of ours or our holding
company. For the purposes of this definition “subsidiary” and “holding company” shall have the meanings given to
them in section 736 of the Companies Act 1985 including any subsidiary acquired after the date of this Merchant
Agreement;
Insolvency Event means that a merchant becomes insolvent or is made to pay its debts as they fall due or
becomes subject to, or takes any steps to invoke, any law, proceedings, preliminary or relating to its insolvency,
winding up administration or receivership (or any analogous proceedings in any jurisdiction) or any enforcement
of any security against it or rescheduling, composition or arrangement in respect of any of its debts. Or if you are
an individual or a partnership, you (or any of your partners) are the subject of a bankruptcy petition or order or
you, (or your partners ) are unable to pay or have no real prospect of paying your debts.
Intellectual Property Rights means all present and future intellectual property rights, including patents, utility
models, trade and service marks, trade or business names, domain names, rights in design, copyrights, moral
rights, topography rights, databases rights, trade secrets and rights of confidence in all cases whether or not
registered or registrable in any country for the full term of such rights, rights to apply for the same and all rights
and forms of protection of a similar nature as having equivalent or similar effect to any of these anywhere in
the world;
Interchange Plus means the fees levied by the Card Schemes passed through to you at cost, plus the Merchant
Service Charge;
International Maestro Card means a Maestro card issued outside of the United Kingdom;
Internet Card Transactions means an E Commerce card transaction made over the internet;
Maestro means a Card for use with the debit card scheme known as “MAESTRO” through which payments are
made for goods, services, accommodation or other facilities;
MasterCard means the scheme through which payments are made for goods, services, accommodation and other
facilities using a MasterCard or Maestro branded Card;
MasterCard SecureCode means a programme designed to provide online retailers with the added security of
having issuing banks authenticate their individual Cardholders and qualify their online transactions for protection
against “cardholder unauthorised” or “cardholder not recognised” Chargebacks.
Merchant means any supplier of goods or services and authorised by a Card Acquirer (in your case, First Data
55
Europe Limited trading as First Data Merchant Solutions) to accept Cards;

Merchant Account means the bank account you nominate which we may debit or credit with payments in respect
of Card Transactions;
Merchant Agreement means the Application Form, which includes the Charges Schedule, the Merchant Conditions
and this Operating Guide. These documents together form the agreement between you and First Data Europe
Limited;
Merchant Conditions means the terms and conditions as may be varied from time to time;
Merchant Service Charge means the charge made by First Data Merchant Solutions to you for the processing
of transactions;
Merchant Statement means the monthly statement we issue to you, or which we agree you may view
electronically, in respect of all Card Transactions processed by First Data Merchant Solutions for you in the
preceding month;
Merchant Summary Voucher means a document provided by First Data Merchant Solutions to a Merchant in which
a Merchant lists the amount of each Sales Voucher or Refund Voucher;
Merchant Support Centre means the telephone call centre where all Merchant enquiries are handled;
Monthly Maintenance Fee means the monthly fee for the provision of services agreed between you and First Data
Europe Limited;
Non Qualifying means a transaction taken outside of the terms of your Merchant Agreement with First Data
Europe Limited or not undertaken in accordance with Card Scheme rules, as detailed in this Operating Guide;
Paper Statement means a paper copy of your monthly Merchant Statement delivered by post;
Payment Card Industry Data Security Standards (PCI DSS) means the standards and any changes which may occur
to those standards laid down by the Card Schemes and published by the Payment Card Industry Data Security
Standards Council or its successors, to minimise the potential for Card and Cardholder data to be compromised
and used fraudulently;
Payment Service Provider (PSP) means the provider of the secure online payment gateway link between your
website and First Data Merchant Solutions;
PCI DSS Compliance Programme means our or our agent’s Payment Card Industry Data Security Standard
Compliance Programme or such other compliance programme devised to test PCI DSS compliance as we may
notify you from time to time;
Personal Data means data which relates to a living individual who can be identified from such data, and/or from
other information including expressions of opinion or any indication of intentions provided at any time to First
Data Europe Limited or otherwise processed at any time by First Data Europe Limited or our agent(s) including
personal or financial information on a Principal or other person including details of Card Transactions;
PIN means a personal identification number issued by a Card Issuer to a Cardholder for use with a PIN Entry
Device;
PIN Entry Device means the device present at the Point of Sale in which a Cardholder can enter their PIN as part
of a Card Present Transaction;
Point of Sale (POS) means the physical location at which you accept Card Transactions and in the case of Card
Not Present Transactions via a Website, the POS is where you have your fixed place of establishment;
Polling means the process by which Card Transactions are collected electronically by us or by a third party polling
bureau appointed by you (and approved by First Data Europe Limited) and submitted to us for processing;
Pre-Authorised or Pre-Authorisation means those Card Transactions for which a Merchant has sought
authorisation prior to the debiting of the Cardholder Account;
Premium Cards means Visa consumer charge cards, MasterCard World cards and MasterCard World Signia cards
and such other cards as notified by us to you from time to time as being Premium Cards.
Principal means an individual who is:
-- a sole trader;
-- a partner;
-- in the case of a limited company, a director or a company secretary;
-- in the case of a limited liability partnership, a member or a designated member;
56
who provides information in the Application Form or otherwise as part of an application for merchant services
from First Data Europe Limited, or in performance of your Merchant Agreement including during financial reviews
and interviews;
Privacy Policy means a policy explaining how you fairly and lawfully process Personal Data on a Website and
explaining your obligations and the rights of the person whose Personal Data you process under the Data
Protection Act 1998;
Processing Day means the day on which a transaction is processed following the Card Transaction acceptance
through a Point Of Sale device;
Purchasing Cards means Cards which are issued by a Card Issuer to business customers for the payment of goods,
services, accommodation and other facilities purchased from other businesses;
Purchasing Card Transactions means those Card Transactions in which a Purchasing Card is used;
Qualifying means a transaction undertaken within the terms of your Agreement with First Data Europe Limited
and in accordance with Scheme rules, as detailed in this Operating Guide;
Recurring Transactions means those Card Transactions for which the Cardholder authorises you to debit their
account on a periodical, recurring basis;
Refunds means the reimbursement to a Cardholder of an earlier Card Transaction between the same Cardholder
and you onto the same card;
Refund Receipt means a receipt in respect of Refunds in the form we approve;
Refund Voucher means a paper voucher in respect of Refunds in the form we approve;
Sales Receipt means a receipt in respect of a Card Transaction in a form we approve;
Sales Voucher means a paper sales voucher in the form we approve;
Secure Ecommerce means a transaction undertaken through a secure internet gateway;
Software Provider means the provider that supplies you with software to enable acceptance of card transactions;
Standard Funding means the funding method that facilitates payment of Transaction Data settlement within five
Business Days following the transaction Processing Day;
Terminal means the hardware approved by First Data Europe Limited which you use to process Card Transactions
electronically;
Terminal Agreement means your agreement with your terminal leasing company, or directly with the manufacturer
of your Terminal, relating to the supply of your Terminal;
Terminal Refund Receipt means the type of Refund Receipt produced by your Terminal in the form we approve;
Terminal Sales Receipt means the type of Sales Receipt produced by your Terminal in the form we approve;
Terminal User Guide means the user guide supplied with the Terminal by the Terminal manufacturer;
Termination Fee means the fee payable by you on termination of your Merchant Agreement as set out in the Fees
Schedule;
Total Value means the total value (in pounds sterling) of any goods, services, accommodation or other facilities
purchased using a Card (including any part of the value of the purchase paid for by another Card or other method
of payment). For example, a Cardholder may purchase goods for £100 but pay for it using £50 in cash and £50 on
their credit card. The Total Value in that example is £100;
Transaction Data means data relating to a Card Transaction including Card Sales Data and Card Refund Data;
UK Maestro Card means a Maestro card issued within the United Kingdom;
United Kingdom means the United Kingdom of Great Britain and Northern Ireland, but excludes, for the avoidance
of doubt, the Isle of Man and the Channel Islands;
Verified by Visa mean a programme designed to provide online retailers with the added security of having
issuing banks authenticate their individual Cardholders and qualify their online transactions for protection against
“cardholder unauthorised” or “cardholder not recognised” Chargebacks.
57
Visa means the scheme through which payments are made for goods, services, accommodation or other facilities
purchased using a Visa branded Card;
Visa Debit Card means a Card for use with the electronic debit card scheme known as “VISA DEBIT” through
which payments are made for goods, services, accommodation or other facilities;
Visa Electron Card means a Card for use with the electronic debit card scheme known as “VISA ELECTRON”
through which payments are made for goods, services, accommodation or other facilities;
Vouchers means Sales Vouchers, Refund Vouchers and Fallback Vouchers;
Website means any website owned, or operated by you or your agents or otherwise used by you or your
agents to process Card Transactions.
58
Information is available in large print, audio and Braille on request.
You may contact us using Type Talk.
First Data Merchant Solutions is a trading name of First Data Europe Limited, a private limited company incorporated in England (company number 02012925) with a
registered address at Janus House, Endeavour Drive, Basildon, Essex, SS14 3WF. First Data Europe Limited is authorised by the UK Financial Conduct Authority under the
Payment Service Regulations 2009 for the provision of payment services (FCA register No. 582703).
FDMS-UK 85604 0615
First Data Europe Limited has appointed FDR Limited as payment and collection agent for the services provided under your Merchant Agreement. FDR Limited is a company
incorporated in the State of Delaware, United States, under registration number 22692 35, registered in England as a branch of an overseas company with limited liability
(company number FC015955) and branch number BR001147, whose registered office in the United Kingdom is at Janus House JH/1/D, Endeavour Drive, Basildon, Essex,
SS143WF.
© 2015 First Data Corporation. All Rights Reserved. All trademarks, service marks, and trade names referenced in this material are the property of their respective owners.

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Clover™ Operating Guide

Merchant Support Centre:

0845 605 0615†

1. Some Basic Rules - Page 6 --Contactless Transactions

3. Accepting Card Transactions - Page 16 3.6 Multi-Currency & Cross Border

3.1 Card Present Transactions - Page 16 Acceptance - Page 29

4. General Procedures and Banking - Page 31 --Advanced Deposits

5. Chargebacks and Retrieval Requests - Page 36 --Change of Legal Entity

--Common Causes for Chargebacks --Changing Your Trading Terms

--Retrieval Requests --Other Changes Affecting Your Business

6. Payment of Debt - Page 38 11. Voicing Your Concerns - Page 50

--Fax or Mail Reservations --Point of Sale and Display Material

--Internet Reservations --First Data Merchant Solutions Artwork Guide

--Reservation Confirmation --Emergencies & Disruptions

--Your Cancellation Policy 13. Useful Contact Information - Page 52

--Vehicle Collection --Merchant Support Centre

--Estimated Authorisation --PCI DSS Compliance Programme

--Pre-Authorisation --First Data Global Leasing

--Delayed Charges --Terminal Manufacturers

--Accident or Collision --ClientLine

--Accepting Split Sales --Global Choice – Dynamic Currency Conversion

--Refund Policy --American Express

--Extended Hire --Plusnet/Phoenix

--Disputed Transactions 14. Glossary - Page 53

1. Some Basic Rules

Storage of Cardholder Information

Visa Electron Visa Electron

Visa Prepaid 8. ELECTRONIC USE ONLY

JJ Card Security Code

MasterCard Cards are produced in many different

MasterCard Credit Card & Debit MasterCard

A signature panel will appear on the back of the Card.

2.2 Commercial Cards

2.3 How to Guard Against Fraud

Assess your risk and perform extra checks to reduce the

Preventing and Detecting Fraudulent Card Present Transactions

Never accept an Authorisation Code from a customer.

Delivery Warning Signals

Instruct your Courier

Do not deliver to an address, which is obviously vacant.

Card chip-read/swipe failure

Returning wanted or recovered cards

A financial reward is not given in these circumstances.

Other Important Fraud Considerations

2.4 Card scheme requirements

Goals PCI DSS Requirements – Validated by Self or Outside Assessment

Protect Cardholder Data 3. Protect stored data

Implement Strong Access 7. Restrict access to Cardholder data by business need-to-know

Secure Data Storage

PCI DSS Requirements

Demonstrating Compliance with PCI DSS

3.1 Card Present Transactions

the UK, you must continue to accept all types of

Accepting Contactless Card Payments

Card Type Revert to CHIP Revert to Revert to Comments

All Other Card types Chip

All Other Card types Chip & PIN

All Other Card types Magnetic

Authorisation and Code 10 calls

For Authorisation, please telephone: