operating guide - bms.co.za · holographic feature, ultraviolet feature and card security code...

Bidvest Merchant Services (Pty) Ltd (Reg No 2006/027329/07).

OPERATING GUIDE

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Bidvest Merchant Services

1. SomeBasicRules-Page4

-YouMust

-YouCannot

-RecordKeeping

-StorageofCardholderInformation

2. ThingsYouNeedtoKnowBeforeYouAcceptCardPayments-Page5

2.1PaymentCardRecognition-Page5

-Visa

-VisaCreditCards

-VisaElectron

-VisaPrepaid

-VisaandVisaElectronMiniCards

-MasterCard

-MasterCardCreditCardandDebitMasterCard

-Maestro

2.2CommercialCards-Page8

-BusinessCard

-CorporateCard

-PurchasingCard

2.3HowToGuardAgainstFraud-Page9

-PreventingandDetectingFraudulentCardNotPresentTransactions

-PreventingandDetectingFraudulentCardPresentTransactions

-CounterfeitCards

-DeliveryWarningSignals

-InstructYourCourier

-ReturningWantedorRecoveredCards

-OtherImportantFraudConsiderations

2.4CardSchemeRequirements-Page13

-PaymentCardIndustryDataSecurityStandard(PCIDSS)

-WhatisPCIDSS?

-WhyComplywiththePCISecurityStandard?

-SecureDataStorage

-PCIDSSRequirements

3. AcceptingCardTransactions-Page15

3.1CardPresentTransactions-Page15

-UsingYourPointofSaleTerminal

-ManualEntryforCardPresentTransactions

-TerminalFallback

-ContactlessTransactions

-WhatisaContactlessTransaction?

-AcceptingContactlessCardPayments

-AuthorisationandCode10Calls

-DefinitionofAuthorisation

-Referrals

-Code10CallsforCardPresentTransactions

-PurchasewithCashback

3.2CardNotPresentTransactions-Page18

-DefinitionofCardNotPresent

-CardNotPresentTransactions

-CardVerificationValue

-HowYouMustTreattheCardVerificationValue

-Pre-Authorisation

-RulesforCardNotPresentTransactions

-RecurringTransaction

3.3InternetCardTransactions-Page21

-ApplyingtoTakeInternetCardTransactions

-WebsiteRequirements

-PaymentPage(check-out)

-VerifiedbyVisaandMasterCardSecureCode -PaymentServiceProvider -ReceiptRequirements -WebsiteContent -MerchantDetails -ProductsandPricing -PlacinganOrder -PaymentsandRefunds -RecurringPayments

-DeliveryandGuarantees

CONTENTS

OPERATING GUIDE

Bidvest Merchant Services (Pty) Ltd (Reg No 2006/027329/07).powered by


3.4RefundProcess-Page25

4. GeneralProceduresandBanking-Page26

4.1EverydayProcedures-Page26

-BankingProcedures

4.2ExceptionalProcedures-Page26

-CanIPassChargestoMyCustomer?

-MinimumCharging

-SplitSalesandTransactions

-AlterationofAmounts

5. ChargebacksandRetrievalRequests-Page27

-WhyChargebacksOccur

-ChargebackReversalProcedure

-CommonCausesforChargebacks

-RetrievalRequests

-ToHelpReducetheRiskofChargebacks

6. VehicleRentalReservationService-Page30

-TelephoneReservations

-FaxorMailReservations

-InternetReservations

-ReservationConfirmation

-YourCancellationPolicy

-VehicleCollection

-EstimatedAuthorisation

-Pre-Authorisation

-DelayedCharges

-AccidentorCollision

-AcceptingSplitSales

-RefundPolicy

-ExtendedHire

-DisputedTransactions

7. Hotels,LodgingandAccommodation-Page35

-AdvanceReservations

-TelephoneReservations

-FaxorMailReservations

-InternetReservations

-AdvancedDeposits

-CancellationPolicy

-GuestArrivals/Check-In

-Pre-Authorisation

-Departures/Check-Out

-Express/PriorityCheck-Out

-ExtendedStays

-DisputedTransactions

-RequestsforInformationandNotificationofChargebacks

8. KeepingYourPointofSaleTerminalDeviceSafe-Page39

9. ChangestoYourBusiness-Page40

-ChangeofBankand/orBranch

-ChangeofAddress

-ClosureorChangeofOwnership

-ChangeofBusinessorTradingName

-ChangeofLegalEntity

-ChangeofProductsorServicesSoldorOtherDetails

-ChangingYourTradingTerms

-OtherChangesAffectingYourBusiness

-ChangingMethodofTakingCards

10.VoicingYourConcerns-Page42

11.AdditionalInformation-Page43

-PointofSaleandDisplayMateria

12.UsefulContactInformation-Page44

-AuthorisationCentre

-MerchantSupportService

-BidvestMerchantServicesGlobalLeasing

13.Glossary-Page45

CONTENTSCONTINUED

OPERATING GUIDE

†Telephonecallsmayberecordedforsecuritypurposesandmonitoredaspartofourqualitycontrolprocess.

3 BidvestMerchantServices(Pty)Ltd(RegNo2006/027329/07).powered by


1.SOMEBASICRULES

Togetthemostoutofyourservice,itisimportanttofollowsomebasicproceduresthatarestrictlyenforcedbyVISA®andMasterCard®.

YouMust

• ClearlydisplayCardacceptancelogosforyourcustomerstosee,forexampleVISAandMasterCardwindowdecals.

• EnsurethatanychargesinrespectofCreditCardsdonotexceedyourcashprices.

• ProvideaSalesReceiptfortheCardholder,toindicatethatyouhavedebitedtheircreditordebitcard.

• IncludeanyVATtaxesintheamountchargedonCardTransactions,theymaynotbecollectedbyyouincash.

• ValidatecompliancewiththePaymentCardIndustryDataSecurityStandard(PCIDSS).PleaseseeSection2.4forfurtherinformation.

• Notifyusofanychangestoyourbusiness.

YouCannot

• LevychargesinrespectoftheacceptanceofCreditorDebitCards.

• IndicatethatVISAandMasterCardoranyotherAssociationendorsesyourgoodsandservices.

• Establishproceduresthatdiscourage,favourordiscriminateagainsttheuseofanyparticularCard.

• AsktheCardholdertosupplyanypersonalinformation,forexamplehomeorbusinesstelephonenumber,homeorbusinessaddress,ordriverslicencenumberspecificallyforthepaymentcardtransaction,unlessinstructedbyBidvestMerchantServices.

• SubmitaCardTransactionorsalethathasbeenpreviouslysubjecttoChargeback.

• AcceptanydirectpaymentsfromCardholderse.g.cash/chequeforcreditoftheCardaccount.Onlythecard-issuingbankisauthorisedtoreceivesuchpayments.

• AcceptCardTransactionsonbehalfofthirdparties.

• ManuallykeypaymentCardTransactionsintoaPointofSaleTerminalwhentheCarddetailshavebeenprovidedviaaninternetshoppingcart.

• ProcessCardNotPresentTransactionswithoutpriornoticefromtheCardholder.

• ProcessInternetCardTransactionswithoutprioragreementanddesignatedinternetfacility.

• Storesensitivecarddata.

• Require,orindicatethatyourequire,aminimumtransactionamounttoacceptavalidandproperlypresentedCard.

RecordKeeping

InordertohelpustodefendpotentialretrievalrequestsandChargebacksonyourbehalf,pleaseretainand,ifrequested,providecopiesofCardTransactiondocumentsforaminimumof36monthsaftercompletionofeachCardTransaction.

ACardTransactionisonlycompletedonthefinaldeliveryofgoodsorservices.

• PleasesupplyallSalesReceiptsandRefundReceiptsrequestedbyuswithin14calendardays.StricttimelimitsforthesupplyofthisinformationareenforcedbyeachoftheCardSchemes.

• WhenwerequestacopyofaSalesVoucher,theCardIssuermayonlysupplyuswiththeCardTransactiondateandCardNumber.ItisimportantthatyoustoreyourSalesReceiptscarefullyandindateorder,followedbytheCardNumber,toeasetheretrievalprocess.

SECTION1:SOMEBASICRULES



InadditiontomajorcurrenciessuchastheUnitedStatesDollar,BritishPoundandEuro,themulti-currencyWorldCurrencyCard™offersthefollowingcurrencypurses:

StorageofCardholderInformation

Donotstorethefollowingunderanycircumstances:

-Fullcontentsofanydatafromthemagneticstripeorchip

-CardVerificationValue(CVV)–thethreedigitvalueprintedonthesignaturepaneloftheCard

•Storeonlytheportionofthecustomer’saccountinformationthatisessentiali.e.name,accountnumberandexpirydate.

• StoreallmaterialcontainingthisinformationinasecureareainaccordancewiththePCIDSSPleaseseeSection2.4.

• YouareresponsibleforretainingandprovidingcopiesofSalesReceiptsandanyRefundReceiptsforaminimumof36monthsfromtheoriginalCardTransactiondate.Aftersuchtime,destroyorpurgeallmediacontainingobsoletetransactiondatawithCardholderInformation.

•PCIDSSrulesapplyifyou(oryouragent)storedataelectronically.PleaseseeSection2.4.

SECTION1:SOMEBASICRULES

2.1PAYMENTCARDRECOGNITION

VisaAllVisaCardshaveaVisalogo,holographicfeature,ultravioletfeatureandCardSecurityCode(CSC)NotallVisaCardsareembossedorhaveafullaccountnumberorCardholdername.

VisaCreditCards

SECTION2:THINGSYOUNEEDTOKNOWBEFOREYOUACCEPTCARDPAYMENTS

1. Visa LogoAlwaysappearsonthefrontoftheCard,usuallyontheright-handside.

2. Account NumberUsually16digitsandcanbeembossedorflatprinted.

3. Holographic featureFeatureseitherasingledoveorseriesofrepeateddovesinflight.

4. Ultraviolet featureAppearsasa“V”ordoveunderultravioletlight.

5. CVVAlwaysappearsonthereverseoftheCardeitheronthesignaturepanelortotheside.Thissecurityfeatureshouldbeusedtoconfirmonlineandtelephonepayments.

6. Cardholder nameMayappearasaname,genericidentifiere.g.airlinepassengerormaybeleftblank.

7. Optional ChipWorkstogetherwiththeCardholder’sPINorsignaturetocreatemoresecurepayment.NotallVisaCardshaveachipbutyoucanacceptthemasnormalusingthemagneticstripe.

8. Issuer IdentificationThisareaisavailableforeachCardIssuertobrandtheircards.

8 Issuer Identification





VisaElectron

1. Visa Electron LogoAlwaysappearsontheCard,usuallyontheright-handside.

2. Account NumberUsuallyappearsasa16digitandcanbeembossedorflatprinted.

3. Holographic featureFeatureseitherasingledoveorseriesofrepeateddovesinflight.

4. Ultraviolet featureAppearsasa“V”ofdoveunderultravioletlight.

5. CVVTheCVValwaysappearsonthereverseoftheCardeitheronthesignaturepanelortotheside.Thissecurityfeatureshouldbeusedtoconfirmonlineandtelephonepayments.


7. Optional ChipWorkstogetherwiththeCardholder’sPINorsignaturetocreatemoresecurepayment.NotallVisacardshaveachipbutyoucanacceptthemasnormalusingthemagneticstripe.

8. ELECTRONIC USE ONLYAlegenddenotingELECTRONICUSEONLYappearsonthefrontorbackoftheCard.

9. Issuer IdentificationThisareaisavailableforeachCardIssuertobrandtheirCards.


VisaPrepaidVisaissueprepaidcards.Theseareloadedwithfundsandoftengivenasgifts.TheyarenotalwayspersonalisedwithaspecificCardholdername,butyoucanstillacceptthemasyouwouldanyotherVisaCard.

VisaandVisaElectronMiniCardsTheseareminiatureVisaandVisaElectronCards,whichcarrythelogosinareducedsize,positionedineitherthebottomortoprightoftheCard.

AVisaminidovehologramwillfeatureonthebackorfrontoftheVisaMiniCard.However,thisisoptionalonVisaElectronMiniCards.

Otherfeaturesinclude:

• SignaturePanel

asignaturepanelwillappearonthebackoftheCard.

• MagneticStripe

ThemagneticstripwillappearonthebackoftheCard.






• CardVerificationValueAthree-digitCardVerificationValuewillbedisplayedonthebackoftheCard,eitherinthewhiteareanexttothesignaturepanelordirectlyontothesignaturepanel.

• CardholderPhotographandSignatureAphotographoftheCardholdermayappeareitheronthefrontorthebackoftheCard.

MasterCard™MasterCardCardsareproducedinmanydifferentdesignsandeachCardidentifiestheCardIssuer.

MasterCardCreditCard&DebitMasterCardAllMasterCardCardshavethefollowingsecurityfeatures:

1. MasterCard LogoTheMasterCardsymboloftwointerlockingglobesandtheMasterCardhologramtogether,surroundedbyaretainingline,onthefrontoftheCard.

2. ChipMostCardswillcarryanembeddedchip,whichworkstogetherwiththeCardholdersPINorsignaturetocreatemoresecurepayment.

3. Expiry DateEveryMasterCardmusthaveanexpirydate.Somemayalsoincludeanoptional‘ValidFrom’date.


5. Embossed or printed account number Embossedorflatprinted,theaccountnumbercanbeupto19digitsandthefirstdigitisalwaysthenumber5.

6. Printed Bank Identification Number (BIN)ThefourdigitprintedBINnumbermustappearbelowtheaccountnumberandmustmatchthefirstfourdigitsoftheembossedorprintedaccountnumber.Youmustalwayscheckthesenumberscarefullytoensuretheyarethesame.

7. Issuer IdentificationThisareaisavailableforeachCardIssuertobrandtheirCards.

8. Magnetic stripeThemagneticstripeholdsinformationaboutthecardandappearsonthebackofallCards.

9. CVVTheCardNumberorlast4digitsoftheCardNumberisprintedonthesignaturestriponthebackoftheCardfollowedbytheCVV(CardVerificationValue)whichisa3-digitnumberdesignedtoprovideextrasecuritywhenconductingCardNotPresentTransactions.


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Maestro™MaestroisaDebitCardbrandownedbyMasterCard.Usually,MaestroCardswillcarrythefollowingdetails:

1. Maestro LogoTheblueandredinterlockingcircleswiththeword“Maestro”printedacrossthecentreinwhite.

2. Cardholder NumberThiscanbebetween12and19digitslong.

3. Cardholder Name

4. Expiry date

5. Signature PanelAsignaturepanelwillappearonthebackoftheCard.

6. Magnetic StripeThemagneticstripwillappearonthebackoftheCard.Thismaybeprintedwiththeword‘Maestro’inrepeatpatternandmaycontainthelastfourdigitsoftheCardNumber,followedbytheCVV.

Somemayalsocontainthefollowing:

•Chip

•Hologram

•Cardholderstitle(forexample,Mr,Mrs,Miss)

•Startdate

•CardissuenumberThisisthesequentialnumberusedtoidentifycardsissuedonthesameaccount.Itwillbeoneortwodigitsonly.

IfyouacceptInternetCardTransactions,youmustberegisteredforMasterCardSecureCode,pleaserefertoSection3.3,beforeyoucanacceptanyInternationalMaestroCards.

2.2CommercialCards

CommercialCardsbringspecificbenefitstobusiness-to-businesssalestransactions.TheylooklikeanyotherVisaorMasterCardCard,althoughmanyhavethedescriptionofthecard’sfunctiononthefrontoftheCard,forexample‘PurchasingCard’.

TherearethreemaintypesofCommercialCards:

BusinessCard

• Suitableforpayingeverythingasmallbusinessneedsforexamplestationery,officesupplies,travelexpensesetc.

• Providessmallbusinesseswithabusinesspaymentmethod,anexpensecontrolmechanismandacashmanagementtool.

•Availableaschargeandcreditcards.

CorporateCard

• Suitableformid-sizedtolargecompaniesfortravelandentertainmentexpenses.

• Providesmanagementwiththeinformationtocontrolexpenditureandmanagebusinessexpenses.

• Enablescompaniestostreamlinetheadministrationofexpenses,savingtimeandmoneybyreducingthecashhandlingandpaper-basedpayments.


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PurchasingCard

PurchasingCardscanbeusedtosettletransactionsintheusualway,however,theycanalsoautomatethepaperinvoicesystemandsatisfyVATreportingrequirements.

• Usedbygovernmentdepartments,publicsectorbodiesandlargebusinesses.

• Enablescontrolandmonitoringofexpenditureandtheprovisionofdataandinformationtohelpimprovecostmanagement.

• AllowsreportingofreducedVATrates.

• Removespaper-basedprocessesthroughelectronicinvoicingandprovidesadetailedbreakdownofexpenditure.

2.3HOWTOGUARDAGAINSTFRAUD

PreventingandDetectingFraudulentCardNotPresent(CNP)Transactions

• Authorisationisnotaguaranteeofpayment,itonlyconfirmsthereareenoughfundstopayforthegoodsandthattheCardhasnotbeenblockedatthetimeofthetransaction.

• FraudulentCNPTransactionsareyourliabilityastheyarelikelytobechargedbacktoyou.

• GoodsrelatingtoaCNPTransactionshouldnotbecollectedbytheCardholder.IftheCardholderwishestocollectthegoods,thentheymustpresenttheCardforpaymentatthetimeofcollection.YoushouldthencanceltheCNPorderandcompleteaCardPresentTransaction.

• Neverdispatchgoodstoathirdparty,suchasafriend,taxidriver,hotelorothertemporaryaccommodation(exceptforgoodssuchasflowers,asthesearegenerallyexpectedtobedeliveredtoanaddressotherthanthatoftheCardholder).

• Bewaryifthedelivery/customerisoverseasandproductspurchasedarereadilyavailableinthecustomers’localmarket.

• Beawareof‘socialengineering’.Fraudstersmayspendtimebuildingupcredibilityandthenplacealargeorderormakearequestforgoodsorservicesoutsideofyourusualtrade,suchasmoneytransfers.

Askyourselfthefollowingquestionsbeforethetransaction.

• Whyhasthiscustomercometome?

• Isthesalealmosttooeasy;isthecustomerdisinterestedinpriceanddetailsofthegoods?

• Arethegoodsofhighvalue,orderedinbulkoreasilyre-saleable?

• Howdoesthesalecomparewithyouraveragetransaction,isthecustomerorderingmultipleitems,doesthespendingpatternfitwithyourusualcustomers?

• Isthisanewcustomer,doesthecallermatchtheCard,isthecustomerhavingproblemsrememberingtheaddress,orseemtobereadingfromnotes,oristhecustomerbeingpromptedbyathirdparty?

• DoesthecustomerofferotherCardNumbersifatransactionisdeclined?

• Isthecustomerunwillingtoprovidealandlinenumber?

• WhatisthegeographicallocationoftheCardcomparedtothedeliveryaddress?HastheCardbeenissuedoverseaswiththegoodstogolocallyandviceversa?Forexample,ifthebillingaddressisanoverseasaddresswhilstthedeliveryaddressisintheSouthAfrica.

• Areyoudeliveringmultipleorderstothesameaddress?




Assessyourriskandperformextracheckstoreducetherisksoffraud.

• EmployCVVchecking(pleaserefertoSection3.2).

• Registerandimplement3DSecure(pleaserefertoSection3.3).

• ValidateprivatetelephonenumbersthroughDirectoryEnquiresandcallcustomersbacktoconfirmorders(notnecessarilystraightaway).

• Checkbusinesscustomersagainstbusinessdirectoriesorinternetsearchengines.

• ValidateprivateaddressesagainsttheElectoralRegister,telephonedirectoryorinternetmapsearches.

• Avoidorderstooverseasaddressesunlessyouareconfidentthatitisgenuine.Inthecaseoffraud,youwillloseyourgoodsandtheshippingcosts.

• Employvelocitychecking;howoftenwouldyouexpectthesamecustomerorthesamecardtobegenuinelyusedoveraspecifiedperiod?Validateanythingoutsideofthesenorms.




PreventingandDetectingFraudulentCardPresentTransactions

PleasemakesurethatallstaffacceptingpaymentbyCredit/DebitCardsonyourbehalfhavereadandunderstoodthefollowingguidelinesinordertoreducethepossibilityoffraud.

Remember,thesesuggestionscouldhelpyouinpreventingfraudulentCardTransactionsthatcouldresultinaChargebacktoyou.

• IftheappearanceoftheCardbeingpresentedorthebehaviourofthepersonpresentingtheCardraisessuspicion,youmustimmediatelycalltheAuthorisationCentreon0801414881andstate“ThisisaCode10Authorisation”.Answeralloftheoperator’squestionsandfollowtheirinstructions.

• Askyourself;doesthecustomerappearnervous/agitated/hurried?

• Aretheymakingindiscriminatepurchases?Forexample,notinterestedinthepriceoftheitem.

• Thecustomermakesanordersubstantiallygreaterthanyourusualsalee.g.youraverageCardTransactionisR400,butthisCardTransactionisforR4000.

• Thecustomerpurchasesmorethanoneofthesameitem(i.e.itemsthatmaybeeasilyre-soldsuchasjewellery,videoequipment,stereoequipment,computergames).

• Thecustomerinsistsupontakingthegoodsimmediately,forexample,theyarenotinterestedinfreedelivery,alterationorifitisdifficulttohandle.

• ThecustomertakesanunusualamountoftimetosignandreferstothesignatureonthebackoftheCard.

• ThecustomertakestheCardfromapocketinsteadofawallet.

• ThecustomerrepeatedlyreturnstomakeadditionalordersinashortperiodoftimecausinganunusualsuddenincreaseinthenumberandaveragesalesCardTransactionsvalueovera1to3dayperiod.

• Thecustomertellsyouthathe/shehasbeenhavingproblemswithhis/herCardforpaymentwheremultipleCardTransactionsaresubsequentlydeclinedbuteventuallyanAuthorisationisobtainedforaloweramount.(MostgenuineCardholdersknowhowmuchavailablecredittheyhave.)

• CardTransactionsaresubsequentlydeclinedbuteventuallyanAuthorisationisobtainedforaloweramount.(MostgenuineCardholdersknowhowmuchavailablecredittheyhave.)

• Afraudstermaypresentmorethan1Card,oftentofindaCardthatwillbesuccessfullyauthorised.Ifthishappens,takeparticularcareandalsolookoutforCardspresented,issuedbythesameCardIssuer,wheretheCardNumbersaresequentialorverysimilar.Whenindoubt,makea‘Code10’AuthorisationcalltotheAuthorisationCentre.

• IfyouhaveanelectronicTerminalandwishtoreduceexposuretofraudyoumayrequestareductiontoyourTerminalFloorLimit.NotonlywillthisreducefraudbutitmayalsoreduceChargebacksduetoinvalidCards.PleasecontacttheMerchantSupportCentreon0860111441†toarrangethisreduction.

NeveracceptanAuthorisationCodefromacustomer.Authorisationmustalwaysbeobtainedviathecorrectprocedures.

CounterfeitCards

Mostcasesofcounterfeitfraudinvolves‘skimming’or‘cloning’,thisiswherethegenuinedatainthemagneticstripononeCardiselectronicallycopiedontoanotherCardwithoutthelegitimateCardholder’sknowledge.ThistypeoffraudcanbeidentifiedbycheckingthattheCardNumberprintedonthevoucheristhesameasthatembossedonthefrontoftheCard.Ifthesenumbersdiffer,calltheAuthorisationCentreimmediatelyon0801414881stating“ThisisaCode10Authorisation”.

TheintroductionofChipCards(Cardswhichcontainasmallmicrochip)meansthatgenuineCardsarelesslikelytofailatthePointofSale,sotheneedtomanuallykeyenterCarddetailsisreduced.




DeliveryWarningSignals

Herearesomedangersignstolookoutforwhenarrangingdeliveryofgoods.

• GoodsshouldnotbereleasedtothirdpartiessuchasfriendsoftheCardholder,taxidrivers,chauffeurs,couriersormessengers.However,thirdpartydeliveryofrelativelylowvaluegoodssuchasflowersisappropriate.

• InsistthatgoodsmayonlybedeliveredtotheCardholder’spermanentaddress.Ifyouagreetosendgoodstoadifferentaddress,takeextracareandalwayskeepawrittenrecordofthedeliveryaddresswithyourcopyoftheCardTransactiondetails.

• Goodsaretobedeliveredabroad.

• Don’tsendgoodstohotelsorothertemporaryaccommodation.Onlysendgoodsbyregisteredpostorareputablecourierandinsistonasignedanddateddeliverynote.

InstructyourCourier

Makesurethegoodsaredeliveredtothespecifiedaddressandnotgiventosomeonewho‘justhappenstobewaitingoutside’.Instructyourcouriertoreturnwiththegoodsiftheyareunabletoeffectdeliverytotheagreedperson/address.

Donotdelivertoanaddress,whichisobviouslyvacant.Obtainsignedproofofdelivery,preferablytheCardholder’ssignature.

Ifyouhaveyourowndeliveryservice,considertrainingyourdrivertochecktheCard.IfyouwishtodothispleasecontacttheFraudDepartmentbyphoningtheMerchantSupportCentreon0860111441†formoredetails.

Always be particularly wary of:

• Demandsfornextdaydelivery.

• Alterationsofdeliveryaddressatshortnotice.

• Phonecallsonthedayofdeliveryaskingwhattime,exactly,thegoodsareduetobedelivered.

ReturningWantedorRecoveredCards

PleasekeeptheCardsafelyatyourpremisesuntiltheendofbusinessonthedaywhentheCardwasfound.IftheCardholderreturnstoclaimtheCard,obtaintheclaimant’ssignatureandcomparethissignaturewiththatontheCard.IfyouaresuspiciousthattheclaimantisnottheCardholder,telephonetheAuthorisationCentreon0801414881andstate“ThisisaCode10Authorisation”.OnlyreleasetheCardifyouaresatisfiedthattheclaimantistheCardholder.

UnclaimedCardsshouldbecutacrossthebottomlefthandcornerofthefrontoftheCardandbothpartsattachedtoaletter.Pleasecompletetheformandsenditto:

BidvestMerchant ServicesPOBox1314Witkoppen2068JohannesburgSouthAfrica

Afinancialrewardisnotgiveninthesecircumstances.




OtherImportantFraudConsiderations

Remember–AnAuthorisationCodeonlyindicatestheavailabilityofaCardholder’screditandthattheCardhasnotbeenblockedatthetimeoftheCardTransaction.ItdoesnotguaranteethatthepersonusingtheCardistherightfulCardholder.

Donot,underanycircumstances,processCardTransactionsforanybusinessotherthanyourown.SomefraudstersoffercommissiontoprocessCardTransactionswhiletheyareawaitingtheirownCreditCardfacilities.IfyouprocessCardTransactionsonbehalfofanyotherbusiness/person,youwillbeliableforanyChargebacks,willbeinbreachofyourMerchantAgreementandwillputyourownBidvestMerchantServicesserviceatrisk.

Your Card Transactions must not involve any Card Issued in:

• Yournameoryouraccount.

• Orthepartnerin,ordirectororotherofficerofyourbusiness.

• Orthespouseoranymemberoftheimmediatefamilyorhouseholdofanysuchpersondetailedabove.

DoingsowillputyourBidvestMerchantServicesserviceatriskand,inaddition,BidvestMerchantServiceswillhavetherighttoprocessanentrytocanceltheCardTransactionwithoutnotification.

2.4CARDSCHEMEREQUIREMENTS

PaymentCardIndustryDataSecurityStandard(PCIDSS)

WhatisPCIDSS?

ThePaymentCardIndustryDataSecurityStandard(PCIDSS)isasetofstandardsspecifiedbythePCISecurityStandardsCouncilaligningVisa’sAccountInformationSecurity(AIS)andMasterCard’sSiteDataProtection(SDP)programme.

CompliancewiththestandardswillensurethatcertainCarddataisstoredsecurelybyyourbusinessandbyanythirdparty,whichstores,transmitsorprocessessuchCarddataonyourbehalf.

WhyComplywiththePCISecurityStandards?

CompliancewiththePCIDSShelpspreventsecuritybreachesandtheftofCarddata.Datacompromisecanleadtofinancialpenaltiesandwillhaveanegativeimpactonthereputationofyourbusiness.ComplyingwiththePCIDSSmeansthatyoursystemsaresecureandcustomerscantrustyouwiththeirsensitiveCarddata.

SecureDataStorage

AnydatathatisnecessarytoprocessCardTransactionsmustbesecurelystored,regardlessofhowitisrecorded,beitelectronically,onpaper,audio/voicerecordingorotherwise.Thisincludes,butisnotlimitedto,thefollowing:

• AnydatathatisusedtoauthenticateaCardpaymentincludingtheCardNumber,expirydate,passwords,passphrasesandanyotheruniquedatasuppliedaspartoftheCardpayment

• AnydatathatmayidentifyindividualCardholdersandtheirpurchases.Thisincludesname,address,purchasedescription,amountandotherdetailsoftheCardpayment

Certaindatamustnotbestoredatanytime,examplesinclude:

• TheCardVerificationValue(CVV)containedinthemagneticstrip

• Thecontentsofthemagneticstrip,alsoknownasTrack2Data

• TheCardVerificationValuecontainedinachipknownasiCVV

• TheCardVerificationValue(CVV),alsoknownasCVV2printedonthebackoftheCardinornexttothesignaturepanel

• ThePINVerificationValue(PVV),whichiscontainedinthemagneticstrip




PCIDSSRequirements

PCIDSSsetsoutanumberofrequirements,whichyoumustcomplywithtoensurethatCardholderdataishandledsecurely.

FurtherinformationisavailablefromthePCISecurityStandardsCouncilwebsiteatwww.pcisecuritystandards.org

Goals PCIDSSRequirements–ValidatedbySelforOutsideAssessment

BuildandMaintainaSecureNetwork

1. InstallandmaintainafirewallconfigurationtoprotectCardholderdata

2. Donotusevendor-supplieddefaultsforsystempass-wordsandothersecurityparameters

ProtectCardholderData 3. Protectstoreddata4. EncrypttransmissionofCardholderdataacrossopen,

publicnetworks

MaintainaVulnerabilityManagementProgram

5. Useandregularlyupdateanti-virussoftwareorprograms

6. Developandmaintainsecuresystemsandapplications

ImplementStrongAccessControlMeasures

7. RestrictaccesstoCardholderdatabybusinessneed-to-know

8. AssignauniqueIDtoeachpersonwithcomputeraccess9. RestrictphysicalaccesstoCardholderdata

RegularlyMonitorandTestNetworks

10. TrackandmonitorallaccesstonetworkresourcesandCardholderdata

11. Regularlytestsecuritysystemsandprocesses

MaintainanInformationSecurityPolicy

12. Maintainapolicythataddressesinformationsecurityforallpersonnel




3.1CARDPRESENTTRANSACTIONS

UsingYourPointofSale(POS)Terminal

AlwaysfollowtheinstructionsshowninyourTerminalUserGuidesuppliedwithyourTerminal.

AlthoughChipandPINCardsarethemostcommonintheSouthAfrica,youmustcontinuetoacceptalltypesofMasterCardandVisaCards.

SomecustomersmaynothaveaChipandPINCarde.g.customersfromoverseasandsomecustomerswithdisabilities.

Youshouldnotattempttoguesswhetherthecustomer’sCardisaChipandPINCardorrequiresaPINorsignature,simplyprocessthecardintheterminalandfollowthepromptsonthescreen.

ManualEntryforCardPresentTransactions

AvastmajorityofyourCardTransactionswillbechipreadorswipedthroughyourPOSTerminal.YouwillfindthatChipandPINCardwillnotusuallyfail.IfyoukeyenterorreverttothemagneticstriponaChipandPINCard,itispossiblethattheissuerwilldeclinethetransaction.Specificallyface-to-facetransactionstakenonaDebitCardmustnotbekeyentered.Theissuerwilldeclinethetransaction.Ifthetransactionisdeclined,followtheterminalprompts,whichmaydirectyoutospeaktoourAuthorisationCentre.YoushouldfollowtheirinstructionsandonlyreturntheCardtothecustomerifyouarenotaskedtoretainit.

TerminalFallback

YoushouldcontactyourTerminalsupplierhelpdeskimmediatelytoreportanyfaults.Arepresentativewillendeavourtoresolvetheproblemremotely,orfailingthis,willarrangeforanewelectronicterminaltobesenttoyourpremisesonthenextworkingday,providedthefaultisreportedpriorto16:00.ThisdoesnotincludepremisessituatedintheHighlandsandIslandswherereplacementmaytake2to4workingdays.

SECTION3:ACCEPTINGCARDTRANSACTIONS

Check that the customer agrees with the transaction total

When prompted, remove the card from the reader

Make sure the customer hastheir receipt and card at theend of the sale

Insert or Swipe the card inthe reader

Follow the prompts onthe screen

Ask the customer to enter their PIN or sign the receipt

If the customer signs the receipt, compare the signature with that on the card

Perform other card checks

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ContactlessTransactions

WhatisaContactlessTransaction?

OtherwiseknownasVisaPayWaveandMasterCardPayPass,itisacontactlesstransactionprocessthatusesradiowavestoexchangedatabetweenareaderandanelectronictagattachedtoanobject.ThisallowsCardholderstowavetheirCardinfrontofcontactlesspaymentterminalswithouttheneedtophysicallyswipeorinserttheCardintoaPOSdevice.

AcceptingContactlessCardPayments

Sales-ThevalueofanysingletransactionislimitedtoR100.

Refund–Thesearenotpermitted.AllrefundsmustbecarriedoutasaChipandPINTransaction.

Failed transactions–ifyouareunabletoprocessacontactlesstransaction,reverttostandardtransactionacceptance,i.e.ChipandPIN.

Security–onoccasion,youmayberequestedtoprocessacontactlesstransactionasChipandPIN.ThisisasecuritymeasuretoensurethegenuineCardholderisinpossessionoftheCard.

AUTHORISATIONANDCODE10CALLS

AuthorisationAuthorisationisacheckthatisundertakenwiththeCardIssuertoconfirmiftheywillapprovethetransaction.AuthorisationfromtheCardIssuerisnotaguaranteeofpayment.Authorisationmustbeobtainedatthetimeofthetransaction.IfyouhaveanelectronicPOSdevice,anAuthorisationrequestshouldbeautomaticallygenerated.YoushouldnotproceedwiththeTransactionwhenyourrequestforAuthorisationisdeclined.ItisyourresponsibilitytoensurethatallTransactionsareauthorised.

ReferralsSometimesyoumaybepromptedbyyourTerminaltocallforAuthorisation.Thisiscalledareferral.AreferraliswhenaCardIssuerrequeststhatBidvestMerchantServicescontactthempriortoprovidingaresponsetoanAuthorisationrequest.ThismaybepromptedbyanunusualspendingpatternfortheCardholderoralargevaluethattriggerstheissuer’sfrauddetectionprocess.Generally,itwillbenecessaryfortheCardholdertocometothetelephone.Youshouldfollowtheinstructionsgivenbytheauthorisationoperator.Attheendofthecall,adecisionwillbeprovidedtoyou.

ForAuthorisation,pleasetelephone:0801414881.Linesopen24-hoursaday,7daysaweek


CardType ReverttoCHIPandsignature

ReverttoMagneticStrip Comments

MaestroandVisaElectron&ElectronicUseonlyCardsUnabletoreadmagneticstrip

N/A N/A Seekalternativepaymentmethod

AllOtherCardtypesChipCardsPINnotenabled.Unabletoreadchip N/A 3

AllOtherCardtypesChip&PINenabledCards.PinPadfault.UnabletoacceptPINentry

3 X

AllOtherCardtypesMagneticstripCardsonly.UnabletoreadMagneticstrip

N/A N/A




Code10CallsforCardPresent

Ifyoususpectsomethingiswrong,ortheCardchecksyoumakeshowinconsistencies,thenyoumusttelephonetheAuthorisationCentreon0801414881PRIORtoswipingtoswipingtheCardthroughtheTerminalandstatethat

“ThisisaCode10Authorisation”.Thenfollowtheirinstructions.

‘Code10’Authorisationappliesinthefollowingcircumstances:

• TheCardNumberembossedonthefrontoftheCardisdifferentfromtheoneprintedonthesignaturestriponthebackoftheCard

• TheCardholder’ssignaturediffersfromthatontheCard

• ThetitleontheCarddoesnotmatchthecustomer

• ThesignednameisnotthesameasthatembossedonthefrontoftheCard

• Theword‘void’isvisibleonthesignaturestriporthereisanyindicationthatthestriphasbeentamperedwith

• Therehasbeenanyattempttodisguiseoramendthesignature

• TheCardisunsigned

• Thereisno‘flyingV’or‘offsetMC’ontheCardbeingpresented

• Thehologramisdamagedormissing

• TheCardhasbeenmutilatedinanyway

• Youhaveareasontobesuspiciousaboutthesale,theCardorthecustomer

• TheamountoftheCardTransactionissignificantlyhigherthannormalforyourbusiness

• YourTerminalrequeststhatyoucalltheAuthorisationCentre

HoldontotheCardandgoodsandtelephonetheAuthorisationCentreimmediatelyon0801414881- youshouldnotcallthePoliceunlessinstructedtodosobytheAuthorisationCentre.

Whenyoumakea‘Code10’Authorisationcall,havethefollowingdetailsready:

• TheCardholderNumber

• TheCardissuenumber(ifapplicable)

• YourBidvestMerchantServicesnumber

• TheexactamountoftheCardTransaction,inRand

• TheCardexpirydate

SaytotheOperator:“ThisisaCode10Authorisation”

ThiswillalerttheAuthorisationCentreandyouwillbeaskedtherelevantquestions,mostofwhichwillrequire“Yes”or“No”answers(toavoiddifficultyorembarrassmentifthecustomeriswaitingcloseby).TheoperatormayinstructyoutocallthePoliceoradviseyouthatthePolicehavebeennotified.Policeinvolvementisnotalwaysnecessary–pleasedonotcontactthePoliceunlessinstructedtodoso.

PurchasewithCashback

YoumusthavereceivedwrittennotificationfromBidvestMerchantServicesthatyouarepermittedtooffer“PurchasewithCashback”.Cashbackmayonlybeofferedwherethecustomerreceivesgoodsorservicesaswellascash.

HerearesomesimpletipsfordispensingCashback:

1. NoteverycustomeriseligibletoreceiveCashbackwiththeirCard–itisaserviceontheCardsanditdependsonwhetherthecustomer’sbankpermitsthisservice.Donotattempttoguesswhetherthecustomer’sbankpermitsthis,simplyprocesstheCardthroughyourTerminalandfollowthepromptsonthescreen.

2. OnlydispenseCashbackwhenusinganelectronicterminal,notamanualimprintmachine.




3. OnlydispenseCashbacktocustomerswhomakeapurchasewiththeirCard.

4. OnlydispenseuptothemaximumCashbackamountconfirmedinyourwrittennotificationfromBidvestMerchantServices.

5. KeyinthepurchaseandCashbackseparately.

6. Followthepromptsonthescreen,itwilltellyouwhetherthepurchasewithCashbackhasbeenapproved.DependingonyourPOSfacilities,eitheryouoryourcustomerwillhandletheCard.

3.2CARDNOTPRESENTTRANSACTIONS

CardNotPresent

ACardNotPresentTransactioniswhenaCardisnotpresentedatthepointofsale.ExamplesofCardNotPresentTransactionsincludemailorder/telephoneorder,internetandrecurringpayments.

CardNotPresentTransactions

ProvidedyouhavereceivedwrittennotificationfromBidvestMerchantServices,youmayacceptaCardNotPresentTransactionfromaCardholderwhowishestopayusingVISA,MasterCardandMaestro.

WhenacceptingaCardNotPresentTransaction,pleasetakeextracaretoensureitisthegenuineCardholderwhoplacedtheorder.Recordinwriting,alldetailsoftheCardNotPresentTransactionandifconductedbytelephonethetimeanddateoftheconversation.YoumaybeaskedtoproducethisortheCardholder’sauthorityforaCardNotPresentTransactioniftheCardNotPresentTransactionisdisputedatalaterdate.Iffeasible,youshouldobtainandkeepacopyoftheCardholder’ssignatureonfileauthorisingyoutoprocesstheCardNotPresentTransaction.

• Key in the purchase and cash back amounts separately

• When prompted remove the card from the reader

• Make sure the customer hastheir receipt, card and cashat the end of the sale

• You may initial the cash back amount on the cardholder’s receipt before you give itto them. This may help in the case of a dispute

• Insert or swipe the cardin the reader

• Follow the prompts onthe screen

• Ask the customer to entertheir PIN or sign the receipt

• If the customer signs the receipt, compare the signature on the receipt with that on the card

• Perform other card checksas appropriate

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Important

Undernocircumstancescangoodspaidbymailortelephonebehandedoverthecounterto,orcollectedby,yourcustomer.

IfaCardholderwishestocollectthegoods,thenhe/shemustattendyourpremisesinpersonandproducehis/herCard.YoushouldcanceltheCardNotPresentTransactionandperformanewCardPresentTransaction.YoumustnotreleasegoodstoathirdpartyoranyonewhosuggeststheyhavebeensentbytheCardholdertocollectthegoods.Forexample,ataxidriver.

ToprocessaCardNotPresentTransaction,youmustobtainthefollowinginformation:

• CardNumber

• Expirydate

• CardVerificationValue

• Cardholder’sfullnameandaddress

• Transactionamount

• DeliveryaddressifdifferenttotheCardholder’saddress

Youmustobtainauthorisationforthetransaction.Pleasenote:AuthorisationfromtheCardIssuerisnotaguaranteeofpayment.

ThereareincreasedrisksofChargebackforCardNotPresentTransactionastheCardholderandCardarenotpresent.Pleasenote:IfyouchoosetodelivergoodstoanaddressotherthantheCardholdersaddress,youaretakingadditionalrisk.

CardVerificationValue(CVV)

AllbusinessesthatacceptpaymentbyCreditandDebitCardsmustfollowtheproceduressetoutbytheCardSchemes,BidvestMerchantServicesasyourAcquirerandthePaymentCardIndustryDataSecurityStandard(PCIDSS).ThesestandardsexisttoprotectyouandyourcustomersfromCardfraud.

Allcustomerandpaymentcardinformationmustbehandledinasecuremanner.YoumustensureyouknowhowtotreatpaymentCardsanddataappropriately.

AkeypieceofinformationonanyCreditorDebitCardistheCardVerificationValue(CVV).TheCVVisprintedonthereverseoftheCardwithinthesignaturestrip,aftertheCardNumberandisusedasafraudpreventiontool.ForallMasterCardandVisaCards,thecodeisthe3digitnumberthatfollowsdirectlyaftertheCardNumberasindicated.ForAmericanExpressCardstheCVVisa4digitnumberandappearsabovetheembossedCardNumberonthefrontoftheCard,inthenearfuturethose4digitswillbemovedtothesignaturestriponthereverseoftheCard.

YourTerminalisdesignedtoensuretheCVVisnotretained.

IfacustomersendsCarddetailsbyemail,youmustensuretheemailissecurelydeleted.CardNumbersandtheCVVarevaluabledataandyoumustneverwritethemdown.YoumustnotrequestoracceptphotocopiesofthefrontorbackoftheCard,foranyreason.

HowYouMustTreattheCardVerificationValue

ThereareonlytwoscenariosinwhichyouwillneedtorequesttheCVV:

1. DuringaCardNotPresentTransactionForexample,ifyouareacceptingpaymentsoverthetelephoneorviaemailforanadvancebookingprepaymentordeposit.

2. TheCardispresent,howeveryourTerminalcannotreadtheCarddetails.Inthisscenario,youwillneedtofollowthepromptsontheTerminal,whichmayrequireinputoftheCVV.

Oncethetransactionhasbeenauthorised,youmustnotkeeparecordoftheCVV.

Acompleterefundofaguests,depositisrequiredifareservationiscancelledbeforethedeadlinespecifiedinyourbookingstermsandconditions(pleaseseeHotelssectionforfurtherinformation).




Chargesaftercheck-out:theCVVisnotrequired.

Thisiswhenaguestisbilledforadditionalchargesdiscoveredaftertheyhavecheckedout,forexample,roomserviceorbarcharges.Providedyourguestsignsyourtermsandconditionsofbooking,theCVVisnotrequiredwhenprocessingtheseextracharges.

Pre-Authorisation

Thisisonlypermittedincertaincircumstances.VisaandMasterCardallowpre-authorisationforcarrental,hotel,internetandmail/telephoneordermerchantsonly.Moreinformationaboutpre-authorisationforcarrentalandhotelscanbefoundinSections6and7.

RulesforCardNotPresentTransactions

Forgoodstobedeliveredbymail/telephoneorderorthroughaneCommerceMerchantshouldobtainauthorisationonthedaytheCardholdercontactsthemtoplacetheorder.Whenthegoodsorservicesarereadytobedelivered,thetransactionshouldbeprocessed.

Ifshippinggoodsmorethan7daysaftertheoriginalAuthorisationrequest,asecondAuthorisationshouldbeobtained.

RecurringTransaction

IfyouandaCardholderagreethatmorethanonetransactionistobemadeonaregularbasisforthecostofgoodsorservices,thenthetransactionisaRecurringTransaction.

YoumustmakeanapplicationtotakeRecurringTransactionswithBidvestMerchantServices,evenifyouhaveanexistingMerchantAgreement.

TotakeRecurringTransactions,thefollowingmustbeadheredto:

• UseadedicatedMerchantNumberexclusivelyforRecurringTransactionbusiness.NoothertransactionsshouldbeprocessedonthisMerchantNumber

• AllRecurringTransactionsmustbeflaggedCardNotPresentandmustalsohavearecurringindicatorasdefinedbythePaymentAssociationofSouthAfrica(PASA)andtheSchemes.

PleasenoteRecurringTransactionsarenotpermittedonMaestroCards.

TheinitialtransactioninwhichtheCardholderprovidestheirCarddetailsforrecurringpaymentsmustbeundertakenonthestandardMerchantNumberforyourbusiness.AllsubsequenttransactionsmustbesubmittedonaRecurringTransactionMerchantNumber.

WheretheCardholderinitiallyprovidestheirCarddetailsovertheInternet,youmustsubmitthefirsttransactionasanInternetCardTransactionandallsubsequenttransactionswillbeauthorisedwitharecurringindicatorasspecified.

YoumayuseanexistingECommerce(InternetCardTransaction)MerchantNumberfortheinitialtransactionandyoudon’tneedtohaveaspecificECommerceMerchantNumberpurelyfortheinitialtransactionofarecurringpayment.

AllsubsequenttransactionsmustbesubmittedonaRecurringTransactionMerchantNumber.

YoumayuseanexistingRecurringTransactionMerchantNumberforsubsequentRecurringTransactionsinitiatedovertheinternetanddonotneedtohaveaspecificRecurringTransactionMerchantNumberpurelyforsubsequenttransactionsinitiatedovertheInternet.

WrittenpermissionfromtheCardholderisrequiredtoundertakeRecurringTransactions.Thiscanbesubmittedinwritingorelectronicallytoallowperiodicbillingtotheiraccountforrecurringgoodsorservicesoveraperiodoftime(nomorethanoneyearcanbebetweeneachtransaction).Thewrittenrequestmustatleastspecify:

• Thetransactionamountsorunspecificamount

• Thefrequencyofrecurringcharges

• ThedurationoftimeforwhichtheCardholder’spermissionisgranted.

ExamplesofbusinesstypeswhereRecurringTransactionsareappropriateare:

• Insurance




• Membership

• Subscriptions

Youmustensure:

• TheCardholderunderstandstheongoingnatureofthecommitmenttheyhaveundertaken

• TheCardholderwillalwaysknowatleast14daysbeforetheeventhowmuchisduetobedebitedfromtheiraccountandwhen

TocomplywiththerequirementyoumustcomplywiththefollowingguidanceonAdvanceNotice:

1. WhereyouareusingaRecurringTransactionauthorityoracknowledgementwhichdoesnotspecifyboththeduedateofanydebitandtheamounttobedebited,youarerequiredtogiveindividualadvancenoticetoyourcustomersof:

- Theamounttobedebitedfromtheiraccount

- Thedatewhentheamountduewillbedebitedfromthataccount

2. Advancenoticemustbegiveninallcaseswhentheamountand/ordateofthedebitaretochange.

PleasenotewhenadvisingaCardholderoftheamountanddateoftheirfirstpayment,itisacceptabletoadvisethemthatnofurtheradvancenoticewillbegiveniftheamountduetobedebitedchangessolelybecauseofthealterationintheapplicationrateofanystatutorylevy,suchasVATorinsurancepremiumtax.

3. AdvancenoticewillnotberequiredwhenadirectactionbytheCardholderrequiresyoutoinitiateaspecificclaimontheiraccount.Thisactionmustprovidesufficientinformationtodeterminetheamountanddateofthedebit.

4. Wheretheamountdueistobedebitedinfrequently,i.e.atintervalslongerthanoneyear,youarerequiredtonotifytheCardholderatleast14daysbeforethedebitisdue.

YoumustensurethatdebitsmadecomplywiththetermsoftheauthoritygivenbytheCardholderandaretimedtoensurethatthedebitappearsontheiraccountnolaterthat7BusinessDaysaftertheagreeddate.

Whenreceived,youmustensurethatinstructionstocancelareactionedimmediatelytoensurethatnomoredebitsaremadeafterreceipt.Youshouldnotestatutorynotice,suchasispublishedontheappointmentofaliquidatororreceiver,isdeemedtobeconstructiveadviceofcancellation.

IfBidvestMerchantServicesrequestacopyoftheRecurringTransaction,youmustrespondtothisrequestwithin10daysoftherequestbeingreceived.Failuretosupplyacopyuponrequestmayresultinadebitbeingdisallowedandchargedback.

Pleasenotesuchrequestsmaybeoriginateduptosixyearsafterthelastdebitismade.

3.3INTERNETCARDTRANSACTIONS

AllInternetCardTransactionsareregardedas“CardNotPresentTransactions”andaretakenatyourownrisk.InthecaseofadisputeweretaintherightundertheMerchantAgreementtoChargebackanyInternetCardTransactionsirrespectiveofwhetheranAuthorisationCodeisobtained.

ApplyingtoTakeInternetCardTransactions

YoumustmakeanapplicationtotakeInternetCardTransactionswithBidvestMerchantServices,evenifyouhaveanexistingMerchantAgreement.

OnapprovalanewBidvestMerchantServicesMerchantnumberwillbeissued,thisissolelyforthepurposeofacceptanceofInternetCardTransactionsforthebusinessdescribedwithinthenewapplication.




WebsiteRequirements

Orderpage(basket)

TheorderpageonyourWebsite,whetherprovidedbyathirdpartyorcreatedbyyou,mustbePCI(PaymentCardIndustry)compliantandcollectatleastthefollowingdetails:

• Cardholders’fullname;

• Cardholders’emailaddress;

• Cardholders’billingaddressandpostcode;

• Deliveryaddress.

PaymentPage(checkout)

BidvestMerchantServicesisabletoacceptandprocess,onyourbehalf,InternetCardTransactionsmadewiththefollowingCardtypes:

• Visa;

• MasterCard;

ThepaymentpageonyourWebsite,whetherprovidedbyathirdpartyorcreatedbyyoumustbePCIDSScompliantandcollectatleastthefollowingdetails:

• Transactionamount;

• Cardtypebox,(forthoseCardtypesdetailedinyourMerchantAgreement,e.g.Visa);

• Customers’CardNumber;

• Cardexpirydate;

VerifiedbyVisaandMasterCardSecureCode

TheseareindustrywideinitiativesintroducedtocombatInternetfraud,commonlyknownas3DSecure.CardholderswhoregisterforthisservicewillberequiredtouseapersonalPINorpasswordatthetimeoftheTransactiontoconfirmtheyarethegenuineCardholder.VerifiedbyVisaandMasterCardSecureCodeoperateonyourWebsiteandinteractwithboththecustomerandtheirCardIssuer.TheCardholdersignsupfortheextrasecurityfeatureswiththeirCardIssuer.

Note–MasterCardSecureCodeandVerifiedbyVisamustbepresentonyourwebsiteinordertoacceptInternetCardTransactionsbyVisa,MasterCardandMaestroCards.

• Whenshoppingonline,theCardholderselectstheirgoods/servicesandproceedstothepaymentpage.

• TheCardholderenterstheirCardnumber.IfregisteredforVerifiedbyVisaorMasterCardSecureCode,theCardholderwillseeapop-upscreenfromtheirCardissueraskingfortheirpasswordoronetimePINfromtheirissuerasdisplayedontheirmobilephone.

• TheCardissuerverifiesthepassword.

• TheTransactioniscompleted,havingverifiedtheidentityofboththeMerchantandCardholder.

Forfurtherinformationontheseservices,contacttheMerchantSupportCentreon0860111441†.

PaymentServicesProvider(PSP)

TotakeInternetCardTransactionsyouwillneedtouseaPSP.BidvestMerchantServicesrequirethatyouuseafullyhostedsolutionbyyourchosenPSP.ThismeanshavingyourcardpaymentapplicationhostedonthePSP’ssecureservers.Ifyouchoosethesecurehostedoption,thePaymentCardIndustryDataSecurityStandard(PCIDSS)validationrequirementsforeCommercemerchantsaregreatlyreduced.

PCIDSSisasetofrequirements,endorsedbytheCardSchemes,Visa,MasterCardandAmericanExpress,governingthesafekeepingofaccountinformationandappliestoallmerchantsthatstore,processesortransmitsCardholderdata.




ThePSPyouchoosemustbePCIcompliantandbeaccreditedwithBidvestMerchantServicestosubmitInternetCardTransactionstous.YourchosenPSPwillbeabletoadviseyouofrelevantcosts,setuptimesandhowtheirsystemsintegratewithyourWebsite.

DetailsofPSPscurrentlysubmittingInternetCardTransactionstouscanbeprovidedonrequest.

AnyfeeschargedbythePSPwillbeinadditiontotheBusinesssolutionsCharge(MSC)onyourInternetMerchantNumber.

ReceiptRequirements

YoumustprovideaCardholderreceiptanditmustcontainatleastthefollowinginformation:

• ConcealedCardholderAccountNumber;ForInternetCardTransactions,theCardholderaccountnumber,CardVerificationValue(CVV)andexpirydatemustnotappearonthetransactionreceipt.ThisisaPCIDSSrequirementtoensurethatCarddetailsareprotectedfromcompromise;

• UniqueTransactionIdentifier;ToassistindisputeresolutionbetweentheCardholderandMerchant,youshouldassignauniqueidentificationnumbertothetransactionanddisplayitclearlyonthetransactionreceipt;

• Cardholdername;

• Transactiondate;

• Transactionamount;

• Transactioncurrency;

• AuthorisationCode;

• Descriptionofmerchandiseorservices;

• Merchantname;

• Websiteaddress.

YoucanchoosetosendaseparateemailmessagetotheCardholdercontainingthisrequiredinformation,orsendaphysicalreceiptinthemailorboth.TominimiseCardholderenquiries,youareencouragedtosendanonlineacknowledgementoftheInternetCardTransaction.Whenthisonlineacknowledgementissent,youshouldincludeastatementencouragingtheCardholdertoeitherprintorsavethisdocumentfortheirownrecords.

WebsiteContent

SetoutbelowaredetailsthatshouldbeincludedinthecontentofyourWebsite.

ThedetailsbelowshouldnotbeconsideredasacomprehensivelistoftheinformationwhichyoumayberequiredtoprovideonyourWebsiteunderapplicablelegalrequirementsandshouldnotbeseenasaformoflegaladvice.YoushouldobtainyourownlegaladviceonthecontentofandactivitiescarriedoutonyourWebsite.

YoushouldensurethatyourWebsite,itscontentandanyactivitiesrelatedtoit,suchasmarketing,areinaccordancewithalllocallegalrequirementsandregulations.

Youmustalsocomplywiththerequirementsofalldataprotectionlegislation,andwhereyouprocessPersonalDataonyourWebsite,includeaPrivacyPolicythatCardholdersarerequiredtoagreetobeforeprovidinganypersonaldataonyourWebsite.

MerchantDetails

FulldetailsaboutyourcompanyshouldbeprovidedonyourWebsite,theseshouldinclude:

• TheregisteredcompanyorLLPnameandaddress,registrationnumberandVATnumber(ifapplicable).IfyouarenotacompanyorLLPyoumustindicatethatyouareasoletraderorapartnershipandtheaddresswherethebusinessislocated;




• Detailsofanytraderegisterorsimilarregisteravailabletothepublicinwhichyouareregisteredanddetailsofanyprofessionalbodywithwhichyouareregisteredtogetherwithareferencetotheapplicableprofessionalrulesandmeanstoaccessthem.Youshouldmakesureyouhavedeterminedwhatdetailsarerequiredtobegivenunderrelevantregulations;

• Acorrespondenceandemailaddress,aswellasacustomerservicescontact,i.e.telephoneandfaxnumbers;

• Thephysicallocationofyourbusiness,(includingyourcountryofdomicile);

• Astatementdetailingunderwhichlegaljurisdictionyourbusinessoperates.

ProductsandPricing

• Allproductsorservicesonoffershouldbeclearlydescribed/illustratedsothattheCardholderhasagoodideaofwhatisonoffer;

• Anylimitstoproductavailabilityshouldbeclearlystated.Thisincludesallcosts,suchastaxes,includingimportduty,packaginganddeliverycharges;

• Ifappropriateandwhereverpossible,theCardholdershouldbeprovidedwiththeorderdetailsandthetotalcostofpurchase,includinganyadditionalchargesasnotedabove.TheCardholdershouldalsobeinformedoftheperiodforwhichtheofferremainsvalid.

PlacinganOrder

WhereaCardholderplacesanorderthroughyourWebsiteyoumust(unlesstherecipientisabusinessandyouhavebothoptedoutoftheserequirements):

• ProvidedetailsofthedifferenttechnicalstepstoconcludethecontractandwhetherthecontractwillbekeptbyyouandaccessibletotheCardholder;

• AcknowledgereceiptoftheordertotheCardholderwithoutunduedelayandbyelectronicmeans;

• MakeavailabletotheCardholderappropriate,effectiveandaccessible,technicalmeansallowinghimtoidentifyandcorrecterrorspriortoplacingtheorder;

• Provideinformationonanyrelevantcodesofconducttowhichyousubscribeandhowthesecanbeconsulted;and

• MakeavailabletotheCardholderanyapplicabletermsandconditionsinawaythatallowshimtostoreandreproducethem.

PaymentsandRefunds

• TheCardholdershouldbeprovidedwithclearinformationonallpaymentoptionsandclearinstructionsonhowtopay;

• TheCardholdershouldbeinformedoftheircancellationrightsandtheirrightstoarefund,and/orreplacementsatthetimeofpurchase/andtheconditionsforexercisingthecancellationrights;

• Arefundinformationpageshouldalsobeprovidedwithclearcontactdetails;

• Receiptsshouldbeprovidedwiththegoodsondelivery;

• TheCardholdershouldbeprovidedwithdetailsofhowandtowhomacomplaintcanbemadeincludinganaddress.

RecurringPayments

InternetMerchantsareabletoacceptanelectronicrecord(suchasemail)fromaCardholderwithpermissionenclosedfortheMerchanttoperiodicallychargetheCardholderforRecurringTransactions.Thisrecordcanberetainedforthedurationoftheservices.AcopyoftherecordmustbeprovidedtotheCardIssuer/CardAcquireruponrequest.Thephrase“recurringtransaction”,detailsofthefrequencyofdebitsandtheperiodforwhichdebitsareagreed,mustbeincludedonthereceiptissuedtotheCardholder.




Ifyouareconsideringofferinganonlinesign-upforRecurringTransactions,youmustprovideaneasyonlinecancellationproceduretotheCardholder.Suchproceduresmustbeassimpleandasaccessibleasthoseoftheoriginalsign-upprocess.

DeliveryandGuarantees

• Deliverydates/timesshouldbeclearlystatedandagreedwiththeCardholder.Ifitisnotpossibletodeliverontheagreeddate/time,anotherdeliveryshouldbearranged.Ifthisisnotpossible,theCardholdershouldbeofferedarefund;

• Youshouldcapturebothbillingaddressdetailsanddeliveryaddressdetails,wherethesediffer;

• Intheeventofnon-delivery,itistheMerchant’sresponsibilitytoprovereceiptofthegoodsbytheCardholder;

• Guaranteetermsanddetailsshouldbeclearlystated.TheCardholderneedstobeawarethatthiswillinnowayeffecttheirstatutoryrights.Thenameandaddressofanyinsurerbackingtheguaranteeshouldbeprovided.

Apartfromdeposits,fullpaymentforgoodsandservicesmustnotbedebitedfromaCardholder’sAccountuntilthegoodshavebeendispatchedortheserviceprovided.Shouldyouwishtobeabletotakedepositsongoodsandservices,youmustgetagreementfromBidvestMerchantServicesforthisbeforeanydepositsaretaken.

3.4REFUNDPROCESS

1. If you wish to provide a Refund, the Refund Card Transaction must be completed using the sameCard 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 pendingfurther investigation.

5. YoumustentertheCardintotheChipCardreader,PINEntryDeviceorswipeit.IfyourTerminalisunabletoreadthecardyoumustmanuallykeyentertheCardNumber.

6. WheretheoriginalTransactionwasPINverified,youmayneedtheCardholdertoentertheirPINinordertoprocesstheRefund.ThiswilldependonthetypeofTerminalyouuse;pleaserefertoyourTerminalUserGuide,otherwiseyoushouldsigntheTerminalSalesReceipt,andmakeanoteoftheexchangeand/orreturnofanyitems.

7. IfAuthorisationwasobtainedfortheoriginalCardTransaction,oryourTerminalindicatesthatmanualAuthorisationisrequired,youmusttelephonetheAuthorisationCentreon0801414881.MaestroCardTransactionswillmakeanautomatedRefundAuthorisationcallbasedonthesameparametersthatwereusedforthesale,soamanualcallisnotrequired.

8. YoumayonlyperformaRefundagreedonthetelephoneorincorrespondenceifyouareabletomanuallykeyenterCardTransactions.PleaserefertothemanualkeyentryproceduresinyourTerminalUserGuide.

9. YoumustnotperformarefundonaMaestroorVisaElectrontransaction.



SECTION4:GENERALPROCEDURESANDBANKING

4.1EVERYDAYPROCEDURES

BankingProcedures

Pleasefollowtheend-to-endbankingproceduresdetailedinyourTerminalOperatingGuidetoensureyoureceivepaymentforalltransactions.Itisessentialthatalltransactionsaresubmittedforpaymentwithin2workingdaysofbeingaccepted.

Pleasenotethatifatransactionissubmittedafter2workingdays,theCardIssuermayrejectthetransaction,resultinginitbeingchargedback.

4.2EXCEPTIONALPROCEDURES

CanIPassChargestoMyCustomer?

InSouthAfricaamerchantisnotpermittedtopasschargesontoaCardholderandthemerchants’cashpricesmustapply.

MinimumCharging

YoumustnotsetaminimumtransactionlimitonCreditandDebitCardTransactionsifyourcustomerhasavalidandproperlypresentedCard.

SplitSalesandTransactions

TheremaybeoccasionswhenaCardholderwillrequesttosplitpaymentsbetweenseveralCards,orbetweenaCardandcashorcheque.

Itisimportantforyoutounderstandwhenyoucanandcannotsplitatransaction.

1. IfseveralCardholderswishtosplitthetransactionamountintosmallamountsinordertopayaproportionofabill,thisispermitted;forexample,inarestaurantwhenindividualspaytheirownbilloraproportionofthetotalbill.YouarepermittedtosplitthetotalbillbetweeneachCardholder.Topreventfuturedisputes,ensureeachCardholderagreestotheamounttheywillpayandprocessseparatetransactionsforeachCard.EachtransactionmustbeverifiedbytheCardholdersPINorsignature,aspromptedbytheterminal.PleaseprovideeachCardholderwithacopyofthetransactionreceiptapplicabletotheagreedamount(whichmayormaynotincludegratuity)bytheCardholder.

2. IfoneCardholderrequestsyoutosplitatransactionamountbetweenseveralCards(perhapsissuedbydifferentCardIssuers)youmayproceedasfollows:

- OnlyconductthetransactionifyouarenotsuspiciousofthetransactionorthepersonpresentingtheCard

- EnsureallCardspresentedareissuedwiththesameCardholdername

- FollowthenormalCardacceptanceproceduresasdetailsinSection3.

ThistypeofrequestmayoccurwhenacceptingalargevaluetransactionwheretheCardholdermaynothavesufficientfundsononeCard.BidvestMerchantServicesrecommendyouonlysplitatransactionovermorethanoneCardwhen:

- ItisaCardPresentTransaction.

- YouensureeachCardpresentediseitherissuedbyadifferentbankorisadifferentCardtypefromthesamebank.ItisunlikelythattheCardholderwouldhavemorethanoneCardissuedbythesamebankandthesameCardtype

- Youprocesseachtransactionbyeitherchip-readormagneticstrip(asperTerminalprompts)

- EachtransactionisverifiedbyeitherChipandPINorsignature(asrequestedbytheTerminal)

- Eachtransactionisauthorised

- TheCardholderagreedtotheamountchargedtoeachCardandisgivenareceiptforeachtransaction,whichshowstheamountchargedtoeachCard.



SECTION4:GENERALPROCEDURESANDBANKING

3. YoumustnotsplittransactionamountsforthesameCardholderintosmalleramounts.Forexample,ifAuthorisationisdeclinedonatransaction,donotsplititintosmalleramountsinanattempttogainAuthorisation.

Ifyouattempttosplitasale,anytransactionmaybechargedback.BidvestMerchantServiceswillnotbeabletodefendyoufromsuchChargebacks.

AlterationofAmounts

• YoumustnotalterthetransactionamountwithouttheCardholder’sconsent.

• Ifyouhaveagratuityfacilityonyourterminal,youmustensuretheCardholderhasagreedforanygratuitytobeaddedtothebill.

SECTION5:CHARGEBACKSANDRETRIEVALREQUESTS

WhyChargebacksOccur

AChargebackisanunpaidCardTransactionreturnedtousbytheCardIssuer.ThefollowingsectiondescribestheprocedureswhichyoushouldfollowtogetherwithsuggestionswhichwillhelpyoureducetheriskofChargebacksbeingdebitedtoyourMerchantAccount.RememberyoumaybeliableforaChargebackinsomecircumstancesevenifyouobtainedAuthorisationforaCardTransaction.

ACardholderortheCardIssuerhastherighttoquestion/disputeaCardTransaction.Suchrequestscanbereceivedupto180daysaftertheCardTransactionhasbeendebitedtotheCardholder’sAccountandinsomecircumstances,beyond180days.

OneofthemainreasonsaCardholderdisputesatransactionisbecausetheydonotrecognisethedescriptionontheirCardstatement,asitmaynotmatchthenameofyourbusiness.

ItisaVisaandMasterCardrequirementthatifyouarepredominantlytradingasamailortelephoneorderbusiness,acontacttelephonenumberratherthanlocationmustbeincludedinthetransactiondescription;forexampleTheMailOrderShop0211234567.ThisprovidestheCardholderwiththeabilitytoverifythetransactionwithyou,ratherthandisputingwiththeCardissuer.

ThesameappliestoInternetCardTransactions;thetransactiondescriptionshouldincludereferencetoyourwebsiteaddressandacontacttelephonenumberoremailaddress.

YoucanchangethedescriptionthatappearsontheCardholderstatementsbycontactingourMerchantSupportCentreon0860111441†.

ChargebackReversalProcedure

WhenaChargebackisreceivedfromaCardIssuerwewillnormallydebityourMerchantAccountandadviseyouaccordingly,withdetailsoftheCardTransactiontogetherwiththeinformation/documentationrequiredfromyou.Wewillalsotellyouthelatestdatebywhichyoumustreplywiththeinformation/documentationrequired.Iftheinformationprovidedis:

- sufficienttowarrantareversaloftheChargeback;and

- withintheapplicabletimeframe;

Wewilldefend(reverse)theChargebackifpossiblebutreversaliscontingentuponacceptancebytheCardIssuerunderVisa/MasterCardguidelines.AreversalisnotaguaranteethattheChargebackhasbeenresolvedinyourfavour.IftheChargebackisreversed,theCardIssuerhastherighttopresenttheChargebackasecondtimeandyourMerchantAccountwillbedebitedagainifyouhavenotcompliedfullywiththetermsofyourMerchantConditionsandthisOperatingGuide.




WewilldoourbesttohelpyoutodefendaChargeback.However,duetotheshorttimeframesandthesupportingdocumentationnecessarytosuccessfully(andpermanently)reverseaChargebackinyourfavour,westronglyrecommendthefollowing:

• EnsureCardTransactionsarecompletedinaccordancewiththetermsofyourMerchantConditionsandthisOperatingGuide

• IfyoudoreceiveaChargeback,investigateandsendintheappropriatedocumentationwithintherequiredtimeframe

• Wheneverpossible,contacttheCardholderdirectlytoresolvetheinquiry/disputebutstillcomplywiththerequestforinformationincasethisdoesnotfullyresolvethematter.

CommonCausesofChargebacks

ThemostcommoncausesforChargebacksare:

• Afraudulentmail,telephoneorInternetCardTransaction.PleaserefertoSection2.3forfurtherinformation

• Youdidnotrespondintimetoarequestforacopyofthetransaction(retrievalrequest)

• TheCardwasnotvalidatthetimeofthetransaction

(thiscouldbebeforethevaliddateoraftertheexpirydate)

• ThesaleamountexceededyourFloorLimitandauthorisationwasnotsought,forwhateverreason

• ThesignatureonthetransactionreceiptdoesnotmatchwhatisontheCard

• AtransactionwastakenonaCardthatshouldonlybeusedinaATM(AutomatedTellerMachine)

• IftwoormoreCardTransactionsweretakenforonesaleovertheFloorLimit(splitsale)andauthorisationwasnotreceived

• Ifthegoodsorservicesprovidedwerenotasdescribed,defectiveornotreceived

• Atransactionwascompletedonbehalfofathirdpartywhocouldnotprocessthetransactionthemselves.ThisislaunderingandisinbreachofyourMerchantAgreement

RetrievalRequests

Inmanycases,beforeaChargebackisinitiated,theCardIssuerrequestsacopyoftheSalesVoucher,viaa‘retrievalrequest’.OncearetrievalrequestisreceivedfromtheCardIssuer,wewillrespondbysendingacopyoftheCardTransaction,ifavailable.

WhereyouholdElectronicSalesReceiptsorTerminalSalesReceiptsforelectronicallyprocessedCardTransactions,itisyourresponsibilitytorespondtoallretrievalrequestsreceivedfromBidvestMerchantServiceswithin14calendardaysofourinitialrequest.YouareresponsibleforretainingandprovidingcopiesofSalesReceiptsandanyRefundReceiptsforaminimumof18monthsfromtheoriginalCardTransactionDate.ForRecurringTransactions,thisincreasestoatleast24monthsfromthedateofthelastCardTransactionformingpartoftheRecurringTransaction.

IfBidvestMerchantServicesdoesnotreceiveaclearlegiblecopyoftheSalesReceiptwithin14calendardaysoftheinitialrequestyoumaybesubjecttoaChargeback.ThepotentialliabilityremainswithyouiftheitemisnotsuppliedintimeandyoumaybecomeliableforChargebacksimplybyfailingtomeetthepaymentschemetimeframe.Chargebacksfor‘non-receiptofrequesteditem’cannotbereversedunlesstherequesteddocumentationisprovidedwithin14calendardaysoftheinitialrequest.

ToHelpReducetheRiskofChargebacks

• Tohelpprotectyourbusinessagainstfraud,BidvestMerchantServicesrecommendthatyouuseaChipandPIN-enabledTerminal.ChipandPINterminalshelpestablishthataCardisgenuineandthepersonusingtheCardistheowner.ThechipmakesitdifficultforafraudstertocounterfeitorcopytheCard,whilethePINmakesitharderforacriminaltousealostorstolen




Card.BecausetheCardholderauthorisesatransactionbykeyinginaPINknownonlybythem,theriskfromforgeryisgreatlyreduced.

• EnsureallCardTransactionsareprocessedcorrectlyaccordingtotheCardtype.

• OnlyacceptCardsyouhaveanagreementtoprocess.

• Unlessyouareawareofthepossiblerisks,donotacceptmail,telephoneorInternetCardTransactions.Ifyouseeanincreaseinthesetypesoftransactions,pleasecontactustoensureyouhavethecorrectMerchantAgreementinplace.

• Retaincopiesofalltransactionrecords.Youmaybeaskedtoprovideevidenceofatransactioninordertoresolveadispute.FailuretodosomayresultinaChargeback.Youmustkeepallreceiptsforaminimumof18months,inthecaseofarecurringtransactionthisincreasesto24months.

• Toavoiddisputes,whichcouldleadtoChargebacks,displayalimitedreturnspolicyonyourreceiptsandatthepointofsale.

• Remembertofollowyourinstincts.IfsomethingaboutaCard,thecustomerorthetransactionitselfdoesnotseemgenuine,makeaCode10calltoourAuthorisationCentre.PleaserememberAuthorisationisacheckthatisundertakenwiththeCardIssuertoconfirmiftheywillapprovethetransaction.AuthorisationfromtheCardIssuerisnotaguaranteeofpayment.

Exceptifthedebtisconsidereduncollectible,forexampleifthepaymentistoacollectionagencyorinanattempttorecoverfundsforadishonouredcheque,youmayacceptaCardtocollectorrefinanceanexistingdebt.



SECTION6:VEHICLERENTALRESERVATIONSERVICE

IfyouareaVehicleRentalCompanyorathird-partybookingagentthatacceptsCardstoguaranteerentalreservations,BidvestMerchantServiceshavecreatedthisbestpracticeguidetodetailthecorrectprocedurestodealwithChargebacks.

AuthorisationisacheckthatisundertakenwiththeCardIssuertoconfirmiftheywillapprovethetransaction.AuthorisationfromtheCardIssuerisnotaguaranteeofpayment.

TelephoneReservations

AstelephonereservationsareCardNotPresentTransactions,youshouldtakeasmanydetailsaspossibletoverifytheauthenticityoftheCardholder,forexample:

• Thenameofthecaller

• Theirtelephonenumber(NOTamobilenumber)

• Thenameoftheperson(s)requiringthevehicle

• Theexpectedcollectiondateandtime

• Thenumberofdaystheyexpecttohirethevehicle

• TheCardNumberoftheCardtobeused


• TheCardholder’sname

• TheCardholder’sbillingaddress

• TheCardVerificationValue(thelast3digitsonthesignaturestripeonthebackoftheCardorthelast3digitsintheboxadjacenttothesignaturepanel).

Youshoulddiscussandagreethehirerateandobtainthecaller’sconsenttoyourcancellationpolicy.Thismustbeclearlyexplainedtothecustomer.Oncetheorderhasbeenconfirmed,pleasesendtheCardholderthefollowinginwriting:

• Yourtermsandconditionsandcancellationpolicy

• Reservedvehiclerentalrate

• Currencyofthetransaction

• Nameandaddressofthelocationthevehicleistobecollectedfrom

ThereservationconfirmationtotheCardholdercanbebymail,faxoremail.

FaxorMailReservations

Faxandmailreservationsshouldcontainthesameinformationasrequiredfortelephonereservations,howeverwithouttheCardVerificationValue.Withinthereservation,theCardholdershouldalsoconfirmtheyacceptyourtermsandconditions.

YoushouldcalltheCardholdertoconfirmthereservationandprovideconfirmationinwriting,togetherwithacopyofyourtermsandconditionsandcancellationpolicy.

InternetReservations

WhentakingreservationsontheInternet,weadvisethatyouusethesameproceduresandprecautionsasthosetakenbytelephone.ThiswillalsoincludethattheCardholderconfirmstheiracceptanceofyourtermsandconditions;thiscanbeviaatickbox.

BidvestMerchantServicesrequiresthatyourwebsiteuses3DSecure.PleaseseeSection3forfurtherdetails.




ReservationConfirmation

Whenacustomerusesyourvehiclerentalreservationservice,youmustsupplytheCardholderwithaconfirmationcodeandadvisetheCardholdertoretainitincaseofadispute.Youmustalsoprovideawrittenconfirmationcontainingthefollowinginformation:

• Cardholdername,

• CardholderAccountNumber(truncatedtoonlydisplayfourdigits)

• Cardexpirationdate

• Confirmationcode

• Theaddressthevehicleistobecollectedfrom

• Hoursofoperationofthecollectionandreturnoutlet

• Cancellationpolicyandprocedures

YoumustensurethattheCardholderisadvisedatthetimeofmakingthereservationthataconfirmationreceiptisavailableonreturnoftherentedvehicle.Thisconfirmationreceiptconfirmsthemutuallyagreedconditionoftherentedvehicleuponreturn.

YourCancellationPolicy

Pleasenotethatwhilstyoumayhaveacancellationpolicywithinyourtermsandconditions(whichyoumustclearlycommunicatetoyourcustomer),youmaynotchargeanycancellationfeetotheCardusedforthevehiclereservation.Ifyoudo,BidvestMerchantServiceswillbeunabletodefendyoufromanysubsequentChargeback.

Withinyourcancellationperiod,youmustnotrequirecancellationnotificationofmorethan72hourstothescheduledcollectiontimeanddateofthebookingwithoutpenalty.IftheCardholdermakesareservationwithin72hoursofthescheduledpickupdate,thecancellationdeadlinemustbenoearlierthan6pmattheaddressofthescheduledpickupdate.

Ifareservationhasbeenproperlycancelledinaccordancewiththecommunicatedcancellationpolicy,youarerequiredtoprovidetheCardholderwithacancellationcodeandadvisethemtoretainitfortheirrecords.YoumustthensendawrittenconfirmationofthecancellationtotheCardholderwithin5businessworkingdays.

VehicleCollection

WhenyourcustomercomestocollecttheirhirevehicleasktoseetheirCardandaskthemtoreadyourtermsandconditionsandsigntherentalagreement.CarryoutthevisualchecktoensuretheCardisgenuine,(seeSection2forfurtherdetails).

Incasethereareanyadditionalordelayedcharges,donotasktheCardholdertosigntheTransactionSalesReceipt.TheCardholdermustagreetobechargedadditionalordelayedchargesiftheyoccur.Ifpossible,takepaymentbyprocessingaCardPresentTransaction(pleaseseeSection3,AcceptingCardTransactions).Ifpaymenthasalreadybeenobtained,ensureanimprintoftheCardistakenonthevehiclerentalagreementasproofthattheCardholderhasconsentedtotheCardpayment.

EstimatedAuthorisation

AnEstimatedAuthorisationallowsyoutoestimatethefinaltransactionvalue,obtainAuthorisationandreservepaymentwhilethevehicleisonhire.Theestimateshouldbebasedon:

• TheCardholder’sintendedrentalperiod

• Therentalrateandapplicabletax

• Mileagerates

Theestimatedauthorisationcannotincludepotentialvehicledamage.

YoucannotestimateauthorisationwithMaestroCards.




AsEstimatedAuthorisationisonlyvalidforthelengthofthevehiclerental,foranyextendedrentalperiods,werecommendthatyouclosethecustomersaccountafter14daysandbillthemfortnightly.

Attheendofthevehiclehireagreement,ifthebilliswithin15%oftheestimatedauthorisationamount,youcanusethecodeprovided.However,youwillneedtogainafinalAuthorisationCodeif:

• ThefinaltransactionamountisaboveyourfloorlimitandyouhavenotobtainedapreviousAuthorisation

• Thereismorethan15%differencebetweenthefinalbillandthePre-Authorisationamount

• TheCardholderispayingbyVisaElectronandthefinalbillismorethanthesumofalltheEstimatedAuthorisationyouhavepreviouslygainedforthevehiclehireperiod.

Pre-Authorisation

Pre-authorisationarethoseCardTransactionsforwhichcanseekauthorisationpriortothedebitingoftheCardholderAccount.Itallowsyoutoestimatethefinaltransactionamount,gainAuthorisationandreservethefundsbeforethehiredvehicleisreturned.Thisis,however,notsupportedforMaestroCards.ForMaestroCards,werecommendfullpaymentfortheexpectedvaluewhenthevehicleiscollected.IftheCardholderdecidestoreducethelengthofhire,youcanprovideaRefund.

Authorisationwillbevalidforthelengthofthehireterm.IftheCardholderdecidestoextendthehireperiod,BidvestMerchantServicesrecommendthatyoudonotallowyourcustomerstohireavehicleformorethan2weekswithoutsettlingtheirbill.Youshouldaskcustomerswishingtoextendtheirhiretomorethan2weekstopaythecurrenttotaldue,preferablybytheCardholderinperson,andbillevery2weeks.

Attheendofthehireagreement,ifthefinalbillis15%morethanpre-authorisedamount,youmustgetafurtherpre-authorisedcodefortheremainingrentalperiod.

DelayedCharges

Foryoutoprocessadelayedcharge,forexampledamagetothevehicle,fuel,insurancefee,parkingtickets,excessivemileageetc,theCardholdermusthavegiventheirconsentbysigningtherentalagreementandagreeingtoyourTermsandConditions.

Anydelayedchargesmustbeprocessedwithin90daysoftheoriginaltransactiondateandyoumustobtainfurtherAuthorisation.Thesechargesmustbesubmittedasaseparatetransactionwith‘Signatureonfile’clearlyvisible.TheCardholdermustbenotifiedinwritingofanydelayedcharges.

Tosupportthedelayedcharges,youmustsupplythecustomerwithanyadditionaldocumentation.

Forexample,foratrafficviolation:

• Acopyoftherentalagreement

• Documentviolation

• Thelicencenumberoftherentedvehicle

• Thelawviolatedand,ifapplicable,acopyoftheaccidentreport

• Noticeoftheamountcharged

Uponreturnofthevehicle,youmustprovidetheCardholderwithawrittenconfirmationofallofthefollowing:

• Thevisibledamagestatusoftherentedvehicleuponreturn.Ifthereisnovisibledamage,thismustbeclearlystatedonthewrittenconfirmationandyoumustnotprocessadelayedoramendedchargetransactionforanyvisibledamagetotherentedvehicle.

• Thefuelstatusoftherentedvehicleuponreturn.Iftherearenoextrafuelcharges,thismustbeclearlystatedonthewrittenconfirmationandyoumustnotprocessadelayedoramendedchargetransactionforextrafuel.

• Thedateandtimeofthereturn.Iftherearenoextrarentalchargesasaresultofextendedtime,thismustbeclearlystatedonthewrittenconfirmationandyoumustnotprocessadelayedoramendedchargetransactionfortheextraday’srental.




AccidentorCollision

Inaneventofanaccidentorcollision,youmaychargeVisaCardholdersforthedamagestothevehicle.Youmustprovideawrittenconfirmationcontainingthedetailsofthedamage,thecostofthedamageandthecurrencyinwhichthecostofthedamagewillbechargedtotheCardholderwithin10BusinessDaysofthereturndateoftherentedvehicle.

Fordelayedandamendedchargesrelatingtodamages,whereyouhavewrittentotheCardholder,theCardholdermay,atnocosttotheCarRentalCompany,providewrittenconfirmationofanalternativeestimateforthecostofthedamage.Thismustbewithin10BusinessDaysofreceiptoforiginalwrittenconfirmationdetailingthecostofthedamagefromyou.

YouandtheCardholdermaycometoanagreementonthecostofthedamagebeforeprocessingthetransaction.IfanagreementisnotreachedbetweenyouandtheCardholderforthecostofthedamage,andifyouprocessthedelayedcharges,theCardholderretainstherighttodisputethetransaction.

ToapplyadditionalchargestoaMasterCard,youmustobtainaseparateCardholdersignedauthoritybyprocessingaCardPresentTransaction.Ifthechargeisdisputedatalaterdate,thiswillberequiredasproofthattheCardholderauthorisedtheadditionalcharge.

AcceptingSplitSales

TheremaybeoccasionswhenacustomerrequestsapaymenttobesplitbetweenCards,cashorchequesinordertothesharethecosts.Althoughthisisacceptable,thereareahighnumberofChargebacksasaresultofthem.

YoumustalwaysobtainAuthorisationandalwaysinformtheAuthorisationoperatoratthestartofthecallthatthetransactionispartofasplitpayment.YoumustonlyprocessonetransactionperCard.PleasenoteAuthorisationfromtheCardIssuerisnotaguaranteeofpayment.

RefundPolicy

Ifyouoperateanorefundpolicy,thismustbemadecleartotheCardholderwhendiscussingthereservation.

Ifyoudoagreetorefunds,youmustcredittothesameCardasusedtomakethereservation.Whereachargeis

madetoaCardinerror,thereversalmustbeappliedtotheCardwithin30calendardays.Donotrefundbycashor

otherpaymentmethodsasthiscouldresultinChargebacks.

ExtendedHire

BidvestMerchantServicesrecommendthatyoudonotallowyourcustomerstohireavehicleformorethan2weekswithoutsettlingtheirbill.Youshouldaskcustomerswishingtoextendtheirhiretomorethan2weekstopaythecurrenttotaldue,preferablybytheCardholderinperson.

Ifthecurrentbillis15%morethanpre-authorisedamount,youmustgetafurtherpre-authorisedcodeforremainingrentalperiod.

DisputedTransactions

Ifatalaterdate,aTransactionisdisputed,itisvitaltoshowthattheCardwaspresentandauthorised.Commonreasonsforadisputedtransactioninclude:

• VehiclereservationsmadeusingaCardobtainedbyafraudsterwhoneverarrivestocollectthevehicle.Inthisinstance,itislikelythatthefraudsterisonlyusingyourreservationsystemtocheckthattheCardtheyareusingisvalidwithfundsavailable.Therefore,itislikelythattheCardholderwillonlybecomeawareofthiswhentheyreceivetheirstatementwithyourNoShowchargeincluded.




• NotreplyingtoCardIssuerrequestsforinformation.TheCardIssuerisentitledunderCardSchemeRulestorequestdetailsofanyTransaction.Thismayincludecopiesofthefinaltransaction,showingthattheCardwaspresentandauthorisedbytheCardholder.PleaseensurethatyoureplytoCardissuerrequestswithin14days.FailuretodosomayresultinaChargeback.



SECTION7:HOTELS,LODGINGANDACCOMMODATION

BidvestMerchantServiceshavecreatedthisbestpracticeguidetodetailthecorrectprocedurestotakewhenacceptingCardswithinthehotelindustry.FailuretofollowthisguidemayresultinunnecessaryCardholderqueriesandcomplaints,andpossibleChargebacks.

AuthorisationisacheckthatisundertakenwiththeCardIssuertoconfirmiftheywillapprovethetransaction.AuthorisationfromtheCardIssuerisnotaguaranteeofpayment.

AdvanceReservations

Whereverpossible,thepersonrequiringaccommodationorlodgingshouldbeaskedtomakethereservationthemselves.However,forpracticalreasons,youmayneedtoacceptreservationsfromthirdparties,forexamplesecretariesactingonbehalfoftheirbosses.

TelephoneReservations

AstelephonereservationsareCardNotPresentTransactions,youshouldtakeasmanydetailsaspossibletoverifytheauthenticityoftheCardholder,forexample:

• Thenameofthecaller

• Theirdirectdialtelephonenumber(NOTamobiletelephonenumber)

• Thenameoftheperson(s)requiringtheaccommodation/lodging(ifnotthecaller)

• Theirexpectedarrivaldateandtime

• Thenumberofnightstheyareexpectedtostay

• TheCardNumberofthecardtobeusedforthecharges


• TheCardholder’sname

• TheCardholder’sbillingaddress

• TheCardVerificationValue(thelastthreedigitsonthesignaturestriponthebackoftheCardorthe3digitsintheboxadjacenttothesignaturepanel).

Ifthebookingisforcorporatepurposes,youshouldalsocollectthefollowinginformation:

• Thecaller’snameandpositioninthecompany/organisation

• Thenameofthecompany/organisation

• Thecompany/organisationswitchboardtelephonenumber.

Youshoulddiscussandagreetheroomrateandobtainthecaller’sconsenttoyourcancellationpolicy.Thismustbeclearlyexplainedtothecustomer.Oncethereservationhasbeenconfirmed,pleaseinformtheCardholderofthefollowing:

• Theroomrate(includingtax)

• Thehotel’saddress

• TheCardholder’snameasitappearsontheCard

• Theconfirmationcodefortheguaranteedreservation(advisethemtokeepthisforfuturereference)

FaxorMailReservations

Faxandmailreservationsshouldcontainthesameinformationasrequiredfortelephonereservations,howeverwithouttheCardVerificationValue.Withinthereservation,theCardholdershouldalsoconfirmtheacceptancepolicy.

YoushouldcalltheCardholdertoconfirmthereservationandalsoprovideconfirmationinwriting,togetherwithacopyofyourtermsandconditionsandcancellationpolicy.




InternetReservations

WhentakingreservationsontheInternet,weadvisethatyouusethesameproceduresandprecautionsasthosetakenbytelephone.ThiswillalsoincludethattheCardholderconfirmstheiracceptanceofyourtermsandconditions;thiscanbeviaatickbox.

BidvestMerchantServicesrequiresthatyourwebsiteuses3DSecure.PleaseseeSection3forfurtherdetails.

AdvancedDeposits

Pleasenoteifyoutakeadvanceddepositsforaroomreservation,undertheVisaandMasterCardrules,thisistheonlyamountyoucandebitthecustomer.Youwillalsoforfeityourrighttochargeonenight’sNoShowpayment.Ifyouoperatea“NoRefund”policyyoumustmakeitperfectlycleartotheCardholderatthetimeofthereservation.AnyrefundsmustbemadetotheCardusedfortheoriginalbooking.Youmustnotrefundbycash,chequeorothermeans.

OnceyouandtheCardholderhaveagreedonthedeposit,pleaseinformtheCardholderofthefollowing:


• TheamountofadvanceddepositthatwillbebilledontheCard(whichmustnotexceedthecostof147nightsaccommodation)

• Explainthatthedepositwillbedeductedfromthefinalbill

• Explainthattheaccommodationwillbeheldfortheperiodcoveredbytheadvancedeposit

• Provideyouraddressandtelephonenumber

• Theconfirmationcodeofthereservation(advisetheCardholdertokeepthisforfuturereference)

MaestrocardsareacceptableonlywhentheCardholderispresent.AllMaestroCarddepositsmustbeprocessedelectronicallyusingthemagneticstripeorembeddedchip.

CancellationPolicy

Pleasenotethatwhilstyoumayhaveacancellationpolicywithinyourtermsandconditions,youmustensurethisisclearlyunderstoodbytheCardholderwhentheroomreservationismade.Youmustaskiftheyacceptthepolicyandtoconfirmthis.Allcancellationdeadlinesmustbenoearlierthan72hoursbeforetheguestisexpected.

ShouldtheCardholdercancelinaccordancewithyourcancellationpolicy,youshould:

• ProvidetheCardholderwithacancellationcode,advisingthemtokeeparecordforfuturereference.

• Write“cancelled”onthereservationformandrecordthecancellationcode

• Provideawrittencancellationnote,includingthefollowinginformation:

- TheCardnumber(thismustbetruncatedsothatonlythelastfourdigitsareshown)

- TheCardexpirydate

- TheCardholder’snameasitappearsonthecard

- Thecancellationcode

GuestArrivals/Check-In

Whenyourguestsarrive,requesttoseetheCardthatthebookingwasmadewithandaskthemtocompletearegistrationform.




Pre-Authorisation

Pre-AuthorisationallowsyoutoestimatethefinalbillandreservefundsontheCardforthatamountwhilstyourguestisstayingwithyou.However,itisnotsupportedforDebitCards.Werecommendthatyouobtainfullpaymentuponcheck-infortheexpectednumberofnightsstay.IftheCardholderdecidestocheckoutearly,youcanprovidearefund.

TheprocedureforseekingAuthorisationofestimatesallowsyoutoestimatethefinaltransactionamountandreceivetheprotectionofanAuthorisationbeforetheguestchecksout.

TheCardholder’stotalchargescanbeestimatedbasedon:

• Theexpectedlengthofstay


• Theestimatedmiscellaneouscharges

AtthetimeofPre-Authorisation,theCardholderwillberequiredtoinputtheirPINnumbertoconfirmtheyarethegenuineCardholder.PleaseadvisetheCardholderhowmuchyouhavePre-Authorised,asthiswillreducetheamountoffundstheyhaveavailableontheiraccount.YoushouldreassuretheCardholderthatthisPINisbeingusedonlytoverifythatthegenuineCardholderispresentandthattheirCardisnotbeingdebitedatthistime.

TheAuthorisationofestimateshelpsprotectyoufromfraudulentCarduseandconfirmsiftheCardholder’saccountisvalidandhassufficientfundsavailable.AuthorisationisacheckthatisundertakenwiththeCardIssuertoconfirmiftheywillapprovetheTransaction.AuthorisationfromtheCardIssuerisnotaguaranteeofpayment.

Departures/Check-Out

WhentheCardholderwishestocheckout,calculatethefinalbillamountandcomparethiswiththetotalamountofauthorisedestimates.

Ifthefinalbilliswithin15%ofthePre-Authorisedamount,thereisnoneedforfurtherauthorisation,youcanprocessthetransactionbyusingthecodegivenatPre-Authorisation.

However,ifthefinalbillismorethan15%abovethePre-Authorisedamount,youmustobtainanotherAuthorisationCodeforthedifference.

Express/PriorityCheck-Out

Ifyoudecidetoofferyourguestanexpress/prioritycheck-outservice(Cardnolongerpresent),pleasebeawarethatwemaynotbeabletodefendyoufromaChargebackifaCardholderlaterdeniesanytransactions.

IftheCardholderrequestsprioritycheck-out,atcheck-inyoumust:

• RecordtheCardNumber,expirationdateandCardholderNameonthesalesdraft

• InformtheCardholderofyourpolicyregardinganychargesdiscoveredaftercheck-out

• GivetheCardholderaprioritycheck-outagreementtocomplete.WhentheCardholderreturnstheagreement,ensurethat:

- Itissigned

- Itincludesthemailingaddress

- TheCardNumberonthecheck-outagreementmatchestheCardNumberontheAuthorisationoftheestimate.

Uponcheck-out,youmustcompletethesalesdraftbyenteringthetotalchargesincurredduringtheCardholder’sstay,includingrestaurant,telephoneandmiscellaneouscharges.Comparethefinalbillamountwiththetotalamountofauthorisedestimates.

Ifthefinalbilliswithin15%ofthePre-Authorisedamount,thereisnoneedforfurtherAuthorisation,youcanprocessthetransactionbyusingthecodegivenatPre-Authorisation.




However,ifthefinalbillismorethan15%abovethePre-Authorisedamount,youmustobtainanotherAuthorisationcodeforthedifference.

ExtendedStays

BidvestMerchantServicesstronglyrecommendthatyoudonotallowstaysofmorethantwoweekswithoutaskingyourgueststosettletheirbill.

Thoserequiringlongerstaysshouldbeaskedtopaythecurrenttotaldue.YoucanaskfortheirCard,oryoucanusetheCarddetailsprovidedduringcheck-in.However,pleasebeawarethatthereisariskthatthisamountcouldbedisputedatalaterdateifnosignatureorPINisobtained.

Ifthebillismorethan15%abovethePre-Authorisedamount,youmustobtainanotherAuthorisationcodefortheremainderofthestay.

PleaserememberthatPre-AuthorisationsarenotsupportedforDebitCards.Werecommendthatyouobtainfullpaymentfortheexpectednumberofnightsstay.IftheCardholderdecidestocheck-outearly,simplyprovidearefund.

DisputedTransactions

Ifatransactionislaterdisputed,itisimportantforyoutoshowthattheCardwaspresentandauthorised(whererequired).

Themostcommonreasonsforadisputedtransactionare:

1. ReservationsmadeusingaCardobtainedbyafraudsterwhoneverarrivesatthehotel.Inthisinstance,itislikelythatthefraudsterisonlyusingyourreservationsystemtocheckthattheCardtheyareusingisvalidwithfundsavailable.ItisthereforelikelythattheCardholderwillonlybecomeawareofthiswhentheyreceivetheirstatementwithyour“NoShow”chargeincluded.

2. Notreplyingtorequestsforinformation.UnderCardSchemerules,theCardIssuerisentitledtorequestdetailsofanytransaction.Thismayincludecopiesofthefinaltransaction,showingthattheCardwaspresentandauthorisedbytheCardholder.PleaseensurethatyoureplytoCardIssuerrequestswithin14days.FailuretodosomayresultinaChargeback.

RequestsforInformationandNotificationofChargebacks

IfBidvestMerchantServicesadvisethataCardholderisdisputingacharge,alwaysensureyousupplythecorrectinformationtohelpusdefendthedispute.

Ifthedisputeisoveranexpress/prioritycheck-outwherenosignaturewasobtained,pleasesend:

• acopyofthetransactionreceiptcapturedatcheck-in,provingtheCardwaspresentandpre-authorisationwascarriedout

• acopyofyourregistrationshowingtheCardholder’ssignatureandacceptanceofthechargefortheagreedlengthofstayetc.

IfthedisputeisoverchargesleviedsincetheCardholderchecked-out,forexamplemini-barchargesorbreakfastontheirlastday,pleasesendacopyofthetransactionreceiptwith“Signatureonfile”writtenintheCardholdersignaturebox.PleasealsosendacopyofyourregistrationshowingtheCardholder’ssignatureandtheiracceptanceofadditionalchargesthatmaybemadetotheiraccount.



SECTION8:KEEPINGYOURPOINTOFSALEDEVICESAFE

TheintroductionofChipandPINhassignificantlyreducedfraud;however,PointofSale(POS)deviceswillcontinuetobetargetedbycriminalswantingtocommitfraud.Youmusttakecaretoensurethatnoone,otherthananauthorisedengineer,hastheopportunitytotamperwithyourPOSdevice.

• CriminalsusestolenCardandPINdetailstoproducefakeswipemagneticswipecardsforuseabroad,whereChipandPINisnotusedortouseincashmachines.

• AcriminalmayposeasanengineertogainentrytoyourPOSdevice,theymaytrytoreplacecertaincomponentsofyourdevicewithboguspartsfittedwithdatacapturedevicesorinsertapinholecameratophotographCardandPINdetail.Theymayeventrytoreplacethewholedevicewithonethatisalreadyequippedwithdatacaptureequipment.

Pleasenotealegitimateengineerwillnevervisityourpremiseswithoutcontactingyoufirst.ThismaybeviatheTerminalvendororanemployeefromBidvestMerchantServices.NeverdiscloseyourmerchantnumberoryourTerminaldetailstoanyoneelse.

• DonotallowanyoneotherthanalegitimateengineeroradirectemployeeofBidvestMerchantServicesremoveyourterminalfromyourpremises.

• Intheeventyousufferacommunicationfailureinyourpremises,theTerminalwillstoreuptofivetransactionsuntilitisnextabletogoonline.Althoughthisposesminimalrisk,acriminalmaytrytostealyourPOSdevicetoextractanydatastored.

• AcriminalmaytrytoforceorbribeastaffmembertoallowthemaccesstothePOSdeviceinordertofitadatacapturedevice

StaffshouldbetrainedregularlyonPOSsecurityandmustreportanyincidenttheyfeelisathreattothedevice.

YoushouldcarryoutsomesimplechecksonadailybasistoensurethatyourPOSdevicehasnotbeentamperedwith:

• IsthereanyphysicaldamagetoyourPOSdevice?

• Arethereanystickersonthedevicethatwerenotattachedatthetimeofinstallation?

• DoesyourPOSdeviceappeartohavebeenmodified,arethereanyadditionalcomponentsthatwerenottherepreviously?

IfyoudetectanythingsuspiciouswithyourPOSdevice,donotuseitandreportimmediatelytoourMerchantSupportCentreon0860111441†.

PositioningyourPOSDevice

YoumustconsiderCardholderprivacywhenpositioningyourPOSdevice.

• ThePOSshouldbeplacedinapositionwheretheCardholdercannotbeoverlookedwhilstenteringtheirPINdetails.

• ThePOSmustnotbepositioneddirectlyinviewofCCTVcameras.

• IfaPINshieldisprovidedwithyourPOSitshouldbeused.



SECTION9:CHANGESTOYOURBUSINESS

ItisvitalthatyoukeepBidvestMerchantServicesapprisedofanymaterialchangestoyourbusiness.Wherewerequestinthissectionthatyounotifyusofchangesinwriting,thenyoushouldwritetousatBidvestMerchantServicesCustomerServiceattheaddresssetoutinSection13oraswemayotherwisenotifyyou.Itisparticularlyimportantthatyouadviseusofthefollowingchanges:

ChangeofBankand/orBranch

YoumustcontacttheMerchantSupportCentreimmediatelyon0860111441†ifyourbankaccountdetailshavechanged.Ifyoudonotadviseustherewillbeadelayinfundsreachingyouraccount.Changestobankaccountdetailsmustbeconfirmedinwriting.

ChangeofAddress

YoumustadviseBidvestMerchantServicesimmediatelyandconfirminwritingifyouchangeyourbusinessortradingaddress.

ClosureorChangeofOwnership

YourBidvestMerchantServicesserviceisnottransferabletoanybodyunderanycircumstanceswithoutthepriorwrittenapprovalofBidvestMerchantServices.IfyouaresellingorclosingyourBusinessorthereisanymaterialchangetothenature,sizeorscopeofyourBusinessyoumustconfirmthisinwritingtoBidvestMerchantServices.IfthepurchaserofyourBusinesswishestouseBidvestMerchantServices,anewaccountmayhavetobeopenedthatreflectsthenewownershipandwereservetherighttomakeourusualpre-contractenquiries.

IfyoufailtoadviseusthatyounolongerowntheBusinessyouwillcontinuetobeliableforanyliabilitiesthatthesubsequentowner(s)generate.

Youmustalsoadviseusimmediatelyof:

• Anychangestodirectors,partnersortotheotherofficersofyourBusiness

• Anychangeofvotingcontrolinyouoryourparentcompany

• Anysaleorotherdisposalofalloranymaterialpartofyourassets

ChangeofBusinessorTradingName

IfyouarechangingthebusinessortradingnameofyourBusinessthenyoumustadviseBidvestMerchantServicesinwriting.

ChangeofLegalEntity

IfyouarechangingthelegalstatusofyourBusiness,forexample,fromsoletradertolimitedcompanystatus,addingapartnertoyourBusinessorifapartnerleaves,youmustadviseBidvestMerchantServicesinwriting.

ChangeofProductsorServicesSoldorOtherDetails

WhenyouapplyforbusinesssolutionsfromBidvestMerchantServices,yougiveusthevariousproductdetailsthatyourbusinesssellsandwecategoriseyouraccountaccordingly.Thesedetails,includingyouranticipatedaveragesalevalue,areimportantintermsoftheongoingriskassessmentsthatBidvestMerchantServicesregularlyundertake.

Therefore,itisimportantthatyouadviseus,inwriting,ifthenatureofyourBusinesschanges,forexample,achangeofproductorserviceorifyouexpandintoanadditionallineofBusiness,differenttoyourownexistingBusiness.Youmustalsoadviseusinwritingifanyoftheotherdetailsthatyouhaveprovidedtouschange,whetherinyourapplicationorotherwise.Ifyoufailtoadviseusyoumayfindthatproceedsfromsalestransactionsarewithheldpendingourinvestigationsandreassessmentofrisk.



SECTION9:CHANGESTOYOURBUSINESS

ChangingYourTradingTerms

YoumustadviseBidvestMerchantServicesimmediatelyifyoumakeanychangestoyourtradingterms,forexample,anychangestoyourRefundpolicy,ortothetermsandconditionsissuedtoyourcustomers,ortothedeliverytimeframesyouhavepreviouslyindicatedtous.

OtherChangesAffectingYourBusiness

Youmustadviseusimmediatelyifanyofthefollowingeventsoccur:

• AnyInsolvencyEventaffectingyourBusiness

• Youmakeanyarrangementwithcreditors

• Youexperienceanyfinancialdifficulties

ChangingMethodofTakingCards

IfyouwouldliketochangeyourmethodoftakingCards–forexamplefromCardNotPresentprocessingtofacetofaceCardacceptanceorfromtakingCardPresentTransactionstoprocessingthroughtheInternetoracceptingTransactionsinaCardNotPresentenvironment,youmustfirstobtainwrittenauthorityfromBidvestMerchantServices.FailuretodosowillinvalidateyourMerchantAgreement,andyouwillbeliableforanyChargebacks.

Theaddresstowritetois:BidvestMerchantServicesPOBox1314Witkoppen2068JohannesburgSouthAfrica



SECTION10:VOICINGYOURCONCERNS

BidvestMerchantServicesareauthorisedandregulatedbytheFinancialConductAuthority(FCA).EverystepistakentoensureyouaresatisfiedwiththeservicesyoureceivefromBidvestMerchantServices.However,ifyouhavereasontocomplain,wewilltakeabalancedandfairviewofthesituationandtakewhateveractionisnecessarytoresolveyourcomplaint.

TheFinancialServicesandMarketsAct2000laysdownastandardprocedurewhichweaimtomeetinthehandlingofallcustomercomplaints:

You can contact the Bidvest Merchant Services Customer Care Team by writing to:

POBox1314Witkoppen2068JohannesburgSouthAfrica

or

Telephone: 0860 11 14 41†, Monday to Friday, 8am - 5pm

Wetakeallcomplaintsseriously.Manyissuescanbedealtwithstraightaway,butsomedotakealittletimetoinvestigatethoroughly.Ifthishappens,wegetaspecialistfromourCustomerCareTeamtoresolvetheissue.

TheFCAgivesuseightweekstoresolveallcomplaints.

Ifforanyreasonyouarenothappywiththeoutcomepleasecontactusexplainingwhatyouthinkwecandotoputitright.



SECTION11:ADDITIONALINFORMATION

PointofSaleandDisplayMaterial

AvariedselectionofPointofSalematerialisavailablebytelephoningtheMerchantSupportCentreon0860111441†.

BidvestMerchantServicesArtworkGuide

YoumaynotuseMasterCard,VisaandMaestrologosinyouradvertisingunlessapprovalisgainedfromBidvestMerchantServices.Foradviceastothelayoutofyouradvertising,pleasecalltheMerchantSupportCentreon0860111441†.



SECTION12:USEFULCONTACTINFORMATION

AuthorisationService0801414881Linesareopen24-hours,MondaytoSunday

MerchantSupportCentre

Helpline:ForanyquerieswithyourBidvestMerchantServicesservice,pleasetelephone0860111441†.Linesareopen8amto5pm,MondaytoFriday.Alternatively,youcanwritetoBidvestMerchantServicesatthefollowingaddress:

BidvestMerchantServicesPOBox1314Witkoppen2068JohannesburgSouthAfrica

PleaseensurethatallBidvestMerchantServicesrelatedenquiriesarereferredtotheMerchantSupportCentre.

BidvestMerchantServicesGlobalLeasingForanyqueriesregardingyourTerminallease,pleasetelephoneBidvestMerchantServicesGlobalLeasingon0860111451†.Linesareopen8amto5pm,MondaytoFriday.



SECTION13:GLOSSARY

AdditionalServicemeansaserviceagreedbetweenyouandBidvestMerchantServices;

ApplicantmeanstheapplicantforbusinesssolutionsfromBidvestMerchantServiceswhoissubmittingorhassubmittedtheApplicationFormtoBidvestMerchantServices;

ApplicationFormmeanstheformsubmittedbytheApplicantapplyingforbusinesssolutionsfromBidvestMerchantServicestobeprovidedunderthetermsofyourMerchantAgreement;

AssuredReservationsmeansthefacilitywherebyaMerchantwhomakesareservationofaccommodationforaCardholderwillmaintainthatreservationregardlessofthetimeofarrivalofthecustomeronthedayforwhichthereservationismadeandmaychargetheCardholderinrespectofthereservationwherethecustomerdoesnotarrive;

AuthorisationmeansourapprovalforaCardTransactiontogoahead.AuthorisationonlyconfirmsthattheCardhasnotbeenregisteredaslostorstolenandhasavailablecreditatthetimeoftheCardTransaction.ItdoesnotconfirmthatthepersonwhopresentstheCardisthegenuineCardholderand,therefore,aloneitdoesnotpreventtheCardpaymentbeingchargedbacktoyouinaccordancewithyourMerchantConditions;

AuthorisationCentremeansthetelephonecallcentrewheremanualrequestsforCardTransactionAuthorisationsarehandled;

AuthorisationCodemeansthecodeissuedtoconfirmaCardisvalidandfundsareavailabletocoverthevalueofthetransactionatthetimeAuthorisationissought;

BureaudeChangeTransactionsmeansCardTransactionsacceptedaspartofaBureaudeChangebusiness;

BusinessmeansyourbusinessasaMerchantasdescribedinyourMerchantAgreementorsuchotherdescriptionaswemayagreefromtimetotime;

BusinessDaymeansanyday,whichisnotaSaturday,Sunday,oraBankHoliday;

CardmeansanyvalidpaymentcardapprovedbyBidvestMerchantServicesfromtimetotimeandtowhichyourMerchantAgreementapplies;

CardAcquirermeansanybankorotherbodydulyauthorisedtoprocessCardTransactionsfromaMerchant;

Cardholdermeansthecompany,firm,individualorotherbodyforwhoseuseaCardhasbeenissuedatanytime;

Cardholder’sAccountmeanstheaccountinthenameoftheCardholder,whichmaybedebitedorcreditedbytheCardAcquirerinrespectofCardTransactions;

CardholderInformationmeansanyinformationrelatingtoaCardholderincludinganyCardNumberandanyPersonalData;

CardIssuermeansanybankorotherbodyauthorisedbyaCardSchemetoissueCards;

CardNotPresentFloorLimitmeanstheTotalValueforeachCardNotPresentTransactionatwhichyoumustobtainAuthorisation.ThisissetoutinyourMerchantAgreement.

CardNotPresentTransactionmeansanytypeofCardTransactionwheretheCardholderisnotpresentand/ortheCardisnotprovidedphysicallytoyouatthetimeofthetransaction,includingCardTransactionsmadeviathetelephone,mailorderand/oraWebsite;

CardNumbermeansthenumberdisplayedonaCardidentifyingtheCardholder’sAccount;

CardPresentFloorLimitmeanstheTotalValueforeachCardPresentTransactionatwhichyoumustobtainAuthorisation.ThisissetoutinyourMerchantAgreement.

CardPresentTransactionmeansanytypeofCardTransactionwheretheCardholderispresentandtheCardisprovidedphysicallytoyouatthetimeofthetransaction;

CardRefundmeansanyrefundgiveninrespectofaCardTransactionforcredittotheCardholder’sAccount;

CardRefundDatameansthedetailsofaCardRefundprocessedthroughaTerminaloraWebsiteinaformweapprove;



SECTION13:GLOSSARY

CardSalesDatameansthedetailsofaCardTransactionprocessedthroughaTerminaloraWebsiteinaformweapprove;

CardSchememeansVisaInternational,MasterCardInternational,Maestroandanyothercardschemeweapprovefromtimetotime;

CardSchemeRulesmeanstherulesandoperatinginstructionsissuedbyparticularCardSchemesfromtimetotime;

CardVerificationValue(CVV)meansthethreeorfourdigitnumberprintedonthesignaturestripdirectlyaftertheCardNumber;

CardTransactionmeansanypaymentmadebytheuseofaCard,aCardNumberorinanymannerauthorisedbytheCardholderfordebittotheCardholder’sAccount;

CashbackmeansaserviceprovidedtoCardholderswherebycashisdispensedwithaDebitCardpurchasetransactionatthePointofSale;

CashbackLimitmeansthemaximumamountofcashthatyoumayprovidetoaCardholderaspartofaPurchasewithCashbackaswemaynotifyfromtimetotime;

ChargebackmeansaCardTransactionthatisdisputedbyaCardholderorCardIssuerandisreturnedtoBidvestMerchantServicesundertherelevantCardSchemeRules;

Chargesmeansthechargeswhichbecomepayablebyyoutous(whichmaybecollectedbyBidvestMerchantServices)asspecifiedintheMerchantConditionsandtheChargesSchedule;

ChargesSchedulemeansthescheduleinyourApplicationFormsettingoutcertainchargesthatmaybepayablebyyou.Wemayincreaseordecreasethisfromtimetotime,providingwrittennoticeofthechange;

ChipandPINCardmeansacardinrespectofwhichaPINmaybeenteredinaPINEntryDevice;

ChipCardmeansaplasticCardcontainingamicrochipwhichhashighlysecurememoryandprocessingcapabilities,whichcanberecognisedbythegoldorsilvercolouredcontactplateonthefrontofthecardandwhichmaybeenteredintoachipreader;ChipCardsarealsoknownasintegratedcircuitcards(ICCs)orsmartcards;

ComplaintsProcedureLeafletmeanstheleafletexplainingourcomplaintsproceduresasmaybevariedfromtimetotime;

DebitCardmeansaVisaDebitCard,VisaElectronCard,InternationalMaestroCard,DebitMasterCardandsuchotherCardsasnotifiedbyustoyoufromtimetotimeasbeingdebitcards.

DeferredPaymentmeansweareoftheopinionthatthereisapotentialriskoflosstoBidvestMerchantServicesthroughChargebacks,wemayalterthewaywesettleCardTransactionsbetweenyouandaCardholderbymovingyouontoasystemunderwhichwesettlesuchCardTransactionsbyholdingbackpaymentstoyouforapredeterminednumberofdays.

DeferredSupplyPeriodmeansthemaximumperiodspecifiedinyourApplicationForm,ortheperiodagreedwiththeCardholderatthetimeoftheCardTransaction(ifless),withinwhichyoumustsupplygoods,services,accommodationorotherfacilitiesfollowingthetimeoftheCardTransaction;

DeferredSupplyTransactionsmeansCardTransactionswherethegoods,services,accommodationorotherfacilitiesaresuppliedtotheCardholderatatimelaterthanthetimeoftheCardTransaction;

DisablingDevicemeansanysoftware,viruses,worms,timeorlogicbombs,trojanhorsesorothercomputerinstructions,intentionaldevicesortechnologiesthatcanorweredesignedtothreaten,infectordisrupt,damage,disableorshutdownalloranypartofacomputerprogram,networkorcomputerdata;

DynamicCurrencyConversion(GlobalChoice™)meanstheabilitytoofferoverseasVisaandMasterCardcardholderstheoptiontopayforgoodsorservicesintheirowncurrency.

E-Commercemeansabusinesstransactionconductedelectronically.ThisincludesCardTransactionstakenovertheinternet.



SECTION13:GLOSSARY

EStatementmeansanelectroniccopyofyourmonthlyMerchantStatementdeliveredbyemail;

ElectronicLinkmeansanycomputersystem,serversornetworkusedbyyoutocommunicatewith

BidvestMerchantServicesorwithCardholders;

ElectronicRefundReceiptmeansanelectronicRefundReceiptusedinrespectofCardNotPresentTransactionsenteredintothroughaWebsiteintheformweapprove;

ElectronicSalesReceiptmeansanelectronicSalesReceiptusedinrespectofCardNotPresentTransactionsenteredintothroughaWebsiteintheformweapprove;

EquipmentmeansallequipmentincludingTerminalsandanyhardwareorsoftwareweorouragentshaveapprovedorsuppliedtoyouforuseinconnectionwithyourMerchantAgreement;

EurocardmeansacreditcardissuedbyMasterCardandcarriestheMasterCardlogo;

ExpressCheckoutmeansafacilitythatenablesMerchantsofferingaccommodationtoimprovetheefficiencyoftheircheckoutprocedures,whichinvolveshavingtheirTerminaldownloadedwiththeappropriatelevelofsoftware;

ExpressFundingmeansthefundingmethodthatfacilitatespaymentofTransactionDatasettlementwithinaspecifiednumberofdaysfollowingtransactionprocessingday;

Fallbackmeansatransactiontakenusingapapervoucherwhenelectronicterminal/PointofSalesystemshavefailed;

FallbackFloorLimitmeanstheTotalValueforeachCardTransactionatwhichyoumustobtainAuthorisationwhileyourTerminalorotherEquipmentisoutoforderortheWebsiteoranyElectronicLinkisnotavailableorfunctioningcorrectly.ThiswouldnormallybetheCardPresentFloorLimitortheCardNotPresentFloorLimit(asapplicable)unlesswenotifyyouotherwise;

FallbackProceduresmeanstheproceduresyoumustfollow,assetoutinthisOperatingGuide,oraswemaynotifyyoufromtimetotime,ifyourTerminalorotherEquipmenthasfailedforatechnicalreasonoraWebsiteorElectronicLinkisnotavailableorfunctioningcorrectly;

FallbackVouchersmeansthevoucherswesupplyorapprovewhichyoumustuseforCardTransactionswhereyourTerminalorotherEquipmenthasfailedforatechnicalreasonortheWebsiteorElectronicLinkisnotavailableorfunctioningcorrectly.FallbackVouchersmaybeinthesameformasSalesVouchers;

FloorLimitmeanstheCardPresentFloorLimitorCardNotPresentFloorLimit(asapplicable);

ForeignCurrencyCardTransactionsmeansCardTransactionswherethecurrencyofpaymentistobeinacurrencyotherthanPoundsSterling;

GroupmeansBidvestMerchantServices,anyholdingcompanyofoursoranysubsidiaryofoursorourholdingcompany;

InsolvencyEventmeansthatamerchantbecomesinsolventorismadetopayitsdebtsastheyfalldueorbecomessubjectto,ortakesanystepstoinvoke,anylaw,proceedings,preliminaryorrelatingtoitsinsolvency,windingupadministrationorreceivership(oranyanalogousproceedingsinanyjurisdiction)oranyenforcementofanysecurityagainstitorrescheduling,compositionorarrangementinrespectofanyofitsdebts.Orifyouareanindividualorapartnership,you(oranyofyourpartners)arethesubjectofabankruptcypetitionororderoryou,(oryourpartners)areunabletopayorhavenorealprospectofpayingyourdebts.

IntellectualPropertyRightsmeansallpresentandfutureintellectualpropertyrights,includingpatents,utilitymodels,tradeandservicemarks,tradeorbusinessnames,domainnames,rightsindesign,copyrights,moralrights,topographyrights,databasesrights,tradesecretsandrightsofconfidenceinallcaseswhetherornotregisteredorregistrableinanycountryforthefulltermofsuchrights,rightstoapplyforthesameandallrightsandformsofprotectionofasimilarnatureashavingequivalentorsimilareffecttoanyoftheseanywhereintheworld;

InterchangePlusmeansthefeesleviedbytheCardSchemespassedthroughtoyouatcost,plustheMerchantServiceCharge;

InternationalMaestroCardmeansaMaestrocardissuedoutsideoftheUnitedKingdom;



SECTION13:GLOSSARY

InternetCardTransactionsmeansanECommercecardtransactionmadeovertheinternet;

MaestromeansaCardforusewiththedebitcardschemeknownas“MAESTRO”throughwhichpaymentsaremadeforgoods,services,accommodationorotherfacilities;

MasterCardmeanstheschemethroughwhichpaymentsaremadeforgoods,services,accommodationandotherfacilitiesusingaMasterCardorMaestrobrandedCard;

MasterCardSecureCodemeansaprogrammedesignedtoprovideonlineretailerswiththeaddedsecurityofhavingissuingbanksauthenticatetheirindividualCardholdersandqualifytheironlinetransactionsforprotectionagainst“cardholderunauthorised”or“cardholdernotrecognised”Chargebacks.

MerchantmeansanysupplierofgoodsorservicesandauthorisedbyaCardAcquirer(inyourcase,BidvestMerchantServices)toacceptCards.

MerchantAccountmeansthebankaccountyounominatewhichwemaydebitorcreditwithpaymentsinrespectofCardTransactions;

MerchantAgreementmeanstheApplicationForm,whichincludestheChargesSchedule,theMerchantConditionsandthisOperatingGuide.ThesedocumentstogetherformtheagreementbetweenyouandBidvestMerchantServices;

MerchantConditionsmeansthetermsandconditionsasmaybevariedfromtimetotime;

MerchantServiceChargemeansthechargemadebyBidvestMerchantServicestoyoufortheprocessingoftransactions;

MerchantStatementmeansthemonthlystatementweissuetoyou,orwhichweagreeyoumayviewelectronically,inrespectofallCardTransactionsprocessedbyBidvestMerchantServicesforyouintheprecedingmonth;

MerchantSummaryVouchermeansadocumentprovidedbyBidvestMerchantServicestoaMerchantinwhichaMerchantliststheamountofeachSalesVoucherorRefundVoucher;

MerchantSupportCentremeansthetelephonecallcentrewhereallMerchantenquiriesarehandled;

MonthlyMaintenanceFeemeansthemonthlyfeefortheprovisionofservicesagreedbetweenyouandBidvestMerchantServices;

NonQualifyingmeansatransactiontakenoutsideofthetermsofyourMerchantAgreementwithBidvestMerchantServicesornotundertakeninaccordancewithCardSchemerules,asdetailedinthisOperatingGuide;

PaymentCardIndustryDataSecurityStandards(PCIDSS)meansthestandardsandanychangeswhichmayoccurtothosestandardslaiddownbytheCardSchemesandpublishedbythePaymentCardIndustryDataSecurityStandardsCounciloritssuccessors,tominimisethepotentialforCardandCardholderdatatobecompromisedandusedfraudulently;

PaymentServiceProvider(PSP)meanstheproviderofthesecureonlinepaymentgatewaylinkbetweenyourwebsiteandBidvestMerchantServices;

PCIDSSComplianceProgrammemeansourorouragent’sPaymentCardIndustryDataSecurityStandardComplianceProgrammeorsuchothercomplianceprogrammedevisedtotestPCIDSScomplianceaswemaynotifyyoufromtimetotime;

PersonalDatameansdatawhichrelatestoalivingindividualwhocanbeidentifiedfromsuchdata,and/orfromotherinformationincludingexpressionsofopinionoranyindicationofintentionsprovidedatanytimetoBidvestMerchantServicesorotherwiseprocessedatanytimebyBidvestMerchantServicesorouragent(s)includingpersonalorfinancialinformationonaPrincipalorotherpersonincludingdetailsofCardTransactions;

PINmeansapersonalidentificationnumberissuedbyaCardIssuertoaCardholderforusewithaPINEntryDevice;

PINEntryDevicemeansthedevicepresentatthePointofSaleinwhichaCardholdercanentertheirPINaspartofaCardPresentTransaction;



SECTION13:GLOSSARY

PointofSale(POS)meansthephysicallocationatwhichyouacceptCardTransactionsandinthecaseofCardNotPresentTransactionsviaaWebsite,thePOSiswhereyouhaveyourfixedplaceofestablishment;

PollingmeanstheprocessbywhichCardTransactionsarecollectedelectronicallybyusorbyathirdpartypollingbureauappointedbyyou(andapprovedbyBidvestMerchantServices)andsubmittedtousforprocessing;

Pre-AuthorisedorPre-AuthorisationmeansthoseCardTransactionsforwhichaMerchanthassoughtauthorisationpriortothedebitingoftheCardholderAccount;

PremiumCardsmeansVisaconsumerchargecards,MasterCardWorldcardsandMasterCardWorldSigniacardsandsuchothercardsasnotifiedbyustoyoufromtimetotimeasbeingPremiumCards.

Principalmeansanindividualwhois:

- asoletrader;

- apartner;

- inthecaseofalimitedcompany,adirectororacompanysecretary;

- inthecaseofalimitedliabilitypartnership,amemberoradesignatedmember;

whoprovidesinformationintheApplicationFormorotherwiseaspartofanapplicationforbusinesssolutionsfromBidvestMerchantServices,orinperformanceofyourMerchantAgreementincludingduringfinancialreviewsandinterviews;

PrivacyPolicymeansapolicyexplaininghowyoufairlyandlawfullyprocessPersonalDataonaWebsiteandexplainingyourobligationsandtherightsofthepersonwhosePersonalDatayouprocess;

ProcessingDaymeansthedayonwhichatransactionisprocessedfollowingtheCardTransactionacceptancethroughaPointOfSaledevice;

PurchasingCardsmeansCardswhichareissuedbyaCardIssuertobusinesscustomersforthepaymentofgoods,services,accommodationandotherfacilitiespurchasedfromotherbusinesses;

PurchasingCardTransactionsmeansthoseCardTransactionsinwhichaPurchasingCardisused;QualifyingmeansatransactionundertakenwithinthetermsofyourAgreementwithBidvestMerchantServicesandinaccordancewithSchemerules,asdetailedinthisOperatingGuide;

RecurringTransactionsmeansthoseCardTransactionsforwhichtheCardholderauthorisesyoutodebittheiraccountonaperiodical,recurringbasis;

RefundsmeansthereimbursementtoaCardholderofanearlierCardTransactionbetweenthesameCardholderandyouontothesamecard;

RefundReceiptmeansareceiptinrespectofRefundsintheformweapprove;

RefundVouchermeansapapervoucherinrespectofRefundsintheformweapprove;

SalesReceiptmeansareceiptinrespectofaCardTransactioninaformweapprove;

SalesVouchermeansapapersalesvoucherintheformweapprove;

SecureEcommercemeansatransactionundertakenthroughasecureinternetgateway;

SoftwareProvidermeanstheproviderthatsuppliesyouwithsoftwaretoenableacceptanceofcardtransactions;

StandardFundingmeansthefundingmethodthatfacilitatespaymentofTransactionDatasettlementwithinfiveBusinessDaysfollowingthetransactionProcessingDay;

TerminalmeansthehardwareapprovedbyBidvestMerchantServiceswhichyouusetoprocessCardTransactionselectronically;

TerminalAgreementmeansyouragreementwithyourterminalleasingcompany,ordirectlywiththemanufacturerofyourTerminal,relatingtothesupplyofyourTerminal;

TerminalRefundReceiptmeansthetypeofRefundReceiptproducedbyyourTerminalintheformweapprove;



SECTION13:GLOSSARY

TerminalSalesReceiptmeansthetypeofSalesReceiptproducedbyyourTerminalintheformweapprove;

TerminalUserGuidemeanstheuserguidesuppliedwiththeTerminalbytheTerminalmanufacturer;

TerminationFeemeansthefeepayablebyyouonterminationofyourMerchantAgreementassetoutintheFeesSchedule;

TotalValuemeansthetotalvalue(rand)ofanygoods,services,accommodationorotherfacilitiespurchasedusingaCard(includinganypartofthevalueofthepurchasepaidforbyanotherCardorothermethodofpayment).Forexample,aCardholdermaypurchasegoodsforR1000butpayforitusingR500incashandR500ontheircreditcard.TheTotalValueinthatexampleisR1000;

TransactionDatameansdatarelatingtoaCardTransactionincludingCardSalesDataandCardRefundData;

VerifiedbyVisameanaprogrammedesignedtoprovideonlineretailerswiththeaddedsecurityofhavingissuingbanksauthenticatetheirindividualCardholdersandqualifytheironlinetransactionsforprotectionagainst“cardholderunauthorised”or“cardholdernotrecognised”Chargebacks.

Visameanstheschemethroughwhichpaymentsaremadeforgoods,services,accommodationorotherfacilitiespurchasedusingaVisabrandedCard;

VisaDebitCardmeansaCardforusewiththeelectronicdebitcardschemeknownas“VISADEBIT”throughwhichpaymentsaremadeforgoods,services,accommodationorotherfacilities;

VisaElectronCardmeansaCardforusewiththeelectronicdebitcardschemeknownas“VISAELECTRON”throughwhichpaymentsaremadeforgoods,services,accommodationorotherfacilities;

VouchersmeansSalesVouchers,RefundVouchersandFallbackVouchers;

Websitemeansanywebsiteowned,oroperatedbyyouoryouragentsorotherwiseusedbyyouoryouragentstoprocessCardTransactions.



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