sales professional playbook - npspayments.com...company overview nationwide payments enables...

Sales ProfessionalPLAYBOOK

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A strategy for winning in the payment processing industry

The right choice for any business type.

We are pleased to partner with the following merchants:

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Company OverviewNationwide Payments enables businesses to accept all forms of non-cash payments. We provide credit, debit and check card processing, electronic check acceptance, e-commerce solutions and custom gift and loyalty card marketing programs. We also provide several special industry programs for governments, schools, universities, utilities and oil companies.

Nationwide Payments has partnered with over 200 regional and national associations, banks and business organizations to offer our co-branded services.

As a leader in the electronic payment industry, we are positioned to immediately integrate new technologies and solutions as they enter the marketplace. We give our merchants the confidence of knowing they have chosen a trustworthy and long-term business partner. We are dedicated to providing cost-effective, efficient processing solutions customized to fit our business partners’ individual needs.

Our customer service and technical support teams are equipped with extensive industry knowledge and committed to providing quality service whenever you need it.

Our mission is to treat industry merchants, Sales Professionals, Strategic Partners, municipalities, and our employees as true partners in our quest to become the standard of ethics in the processing industry.

Year Founded: 2002

Industry: Technology/Finance

Merchants: 20,000

Processing: Over $4 Billion Annually

Level II PCI DSS Compliance:Registered Merchant Service Provider (MSP) and Authorized Third Party Processor (TPP)

Corporate Headquarters:Portland, Maine with Independent Sales Offices throughout the Nation

Contact Information:320 Cumberland AvenuePortland, Maine 04101

Phone 877-290-1975Fax 877-766-6896

npspayments.com

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Department Contact Info

Prohibited Merchant Types

Merchant Deposit Schedule

Overview of Value Added Services and Solutions Sales Slick

Terminal Sales Slicks

Examples of Point‐of-Sale Solutions Slicks

Mobile

Tablet

Gateway

Merchant Advantage Program and Supply Program Sales Slick

Nationwide Insights Sales Slick

Information on Fraud and Chargebacks for Merchants

Rapid Advance Alternative Funding Solutions

Sage Electronic Check Services Program Reference Guide

PCI Compliance Step by Step Instructions for IP Processing for Merchants

Prospective Merchant Questionnaire

Most Current Equipment Pricing

What’s Inside

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Contact InformationPartner SupportAvailable 8 am – 5 pm EDT

Our Partner Support team is dedicated to providing you the back office support you need so you can concentrate on what you’re good at – selling. They are available to assist with questions on completing paperwork, pricing, specifics on value added products and solutions, interchange qualification criteria, or help locating information on the website. Partner Support also handles all gift card inquiries.

[email protected]: (877) 766-6896Phone: (877) 290-1975 ext.169009

UnderwritingAvailable 8 am – 5 pm EDT

Underwriting processes all new merchant applications submitted to Nationwide Payments. When a new application is submitted, Underwriting will send Sales Professionals email notifications during the underwriting process.


DeploymentAvailable 8 am – 5 pm EDT via email only.

Deployment is responsible for deploying all equipment purchased from Nationwide Payments for new and existing merchants. Deployment will send email notifications during the deployment process. If Deployment has any questions about the processing specs for the merchant,they will email Sales Professional with any questions they need answered in order to deploy equipment and welcome kit.

[email protected]: (877) 766-6896

Product ManagementAvailable 9 am – 5 pm EDT

Product Management is responsible for assisting Sales Professionals with product compatibility questions. This includes Nationwide Payments‘ compatibility to board specific software, gateways, and terminals.

[email protected]: (877) 290-1975 ext.165250

ResidualsAvailable via email only at this time. The Residual department is available for questions pertaining to residual payments and profitability. Residuals FAQs are located in the reporting section of the website.

[email protected]: (877) 590-5096

RiskAvailable 8 am to 5 pm EDT

Risk monitors Merchants’ daily activity to help identify potential fraud, reducing fraud losses and helping protect the merchant. They work with Merchants and Sales Professionals to help insure rules and regulations set forth by the card associations are being followed.


Customer ServiceAvailable 8 am – 6 pm EDT

Customer Service is responsible for answering questions regarding merchant statements and billing, adjusting merchants’ pricing, adding or removing value added services, and servicing daily requests from merchants such as bank account changes, faxing copies of statements, etc. When a new merchant account is boarded, Customer Service will set the rates and fees according to what is listed on the Merchant Application and email the Sales Professional to confirm they have set all rates accurately. Whenever a Customer Service Representative assists a merchant, a note is entered into the Nationwide Payments System and an email is generated to the Sales Profession-al to keep them informed of what is going on with their merchants.


Relationship ManagementAvailable 8 am – 5 pm EDT

Relationship Management is available in the rare and unfortunate event that a merchant either cannot reach or are unable to resolve an issue with their Sales Professional. They are also available for questions on the status of an account closure request or if a cancellation notice has been received.


InstallAvailable 8 am – 5 pm EDT

The Install team is responsible for training new merchants and assisting them with downloading their equipment.


Help DeskAvailable 24/7

The Technical Help Desk is available for merchants with technical questions and/or needing technical assistance. Whenever a Help Desk Technician assists a merchant, a note in entered into the Nationwide Payments System and an email is generated to the Sales Professional to keep them informed of what is going on with their merchants. Help Desk is also responsible for deploying equipment for existing merchants.


Business Office/AccountingAvailable 7 am – 5 pm EDT

The Business Office/Accounting is responsible for paying equipment and setup commissions, billing merchants for Nationwide Payments purchased equipment, and invoicing Sales Professionals placing orders with Nationwide Payments for equipment, marketing material or Nationwide Payments sharedexpenses.


PCI ComplianceAvailable 8 am – 5 pm EDT

Nationwide Payments has chosen Aperia as our partner for assisting merchants with PCI Compliance. Our PCI Department helps act as a liaison between merchants and Aperia when necessary.

[email protected]: (877) 766-6896Phone: (877) 290-1975 ext.169005Aperia: (844) 865-7494

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Prohibited Merchant TypesThe following merchants are on the Prohibited Merchant List and not accepted at Nationwide Payments. More information on High Risk alternatives can be found www.getnationwide.com

Adoption Services

Adult (where adult toys comprise the primary part of the merchant’s business/Pornographic Material (card-not-present)

Aggregators

Airlines, Air Carriers

Animals (excluding pet stores) (mail order/card-not-present)

Audio Text (800 and 900 Numbers)

Automobile Sales (Non F2F)

Bail Bond Services

Bankruptcy Attorneys

Business Opportunity (including but not limited to Work-At-Home / Money-Making, or Investing Clubs)

Buying/Shopping club

Calling/Phone Cards

Casino / Gaming / Chips / Betting Activities (with or without monetary prizes) (7995)

Cell Phone Airtime

Chain Letters

Check Cashing Services

Coin / Stamp Stores

Collection Agencies

Colon Cleanse/Detox

Computer Bulletin Boards

Coupon/Gift Certificates

Counterfeit/Replica Goods

Credit Card and ID Theft

Protection Services

Credit Counseling Services

Credit Repair Services, Credit Insurance

Cruise Lines

Dating/Matchmaking (ecommerce)

Debt Consolidation/Negotiating

Debt/Mortgage,

Reduction/Refinance/Counseling

Decryption and Descrambler

Products (incl. modification chips)

Direct Inbound Teleservices (5967)

Direct Marketing – Travel (5962)

Door to Door Sales

E-bay Sales (exceptions considered for established retail businesses)

Electronic Cigarettes (CNP)

Employment Agencies (that process transactions through ecommerce and/or by mail / telephone order)

Escort / Companion Services

Essay Mills/Paper Mills (i.e. ghost writing services)

Factoring

Firearms/Ammunition (where firearms and ammunition comprise the primary part of the merchant’s business)

Foreign Currency Exchange

Freight Forwarding

Fulfillment House

Gambling / Gaming / Fantasy

Leagues (with or without monetary prizes)

Get Rich Quick Schemes

Golf Clubs (card not present)

Government Grants

Hair Restoration Services

Horoscope & Fortune Tellers

Psychics (e-commerce and mail / telephone order)

Illegal Products or those being

marketed illegally

Immigration Services – Nongovern-mental (passport/ Visa / Citizenship / Naturalization)

Import / Export

In Home Computer Hardware

Software Sales or Service

Infomercials

Internet/MOTO Legal Services

Internet Pharmaceutical Sales

Investor Services/Business

Opportunities/Clubs/Strategies

Long Distance Services

Lottery / Raffles

Male / Female Enhancements -

Non FDA Approved (creams, pills,

etc)

Marijuana

Massage Parlors, Non-Licensed

Membership Clubs / Organizations (excluding not for profit, governmen-tal, charitable, and social service

organizations with > 2 years in business)

Modeling Agencies

Mortgage Brokers / Reduction

Services / Refinancing

Mugshot Removal Services

Multi-Level Marketing, Pyramid Structure

Negative Option Response

Marketing Sales Methods (i.e. free / low cost trial offers)

Non-FDA Approved

Supplements

Nutritional Supplements / Vitamins / Herbals / Pseudo-Pharmaceuti-cals / Nutraceuticals / Nutraceuti-cals (sold through mail order/tele-phone order or ecommerce and utilize negative option / response marketing sales methods (i.e. free or low cost trial offers) to include but not limited to: Acai Berry, Colon Cleanse, Detoxification, Hoodia, Human Chorionic Gonadotropin (HCG), Human Growth Hormone (HGH), Noni Juice, Peptides, Steroids, Testosterone Raspberry Ketone, Kratom, African Mango, Ephedra, Green Coffee, Garcinia Cambogia, Forskolin, Cannabidiol (CBD), Botox, Teeth Whitening )

Online Auctions / Online Malls / Penny Auctions

Outbound Telemarketing (5966)

Online / Virtual: File / Data Storage, Transfer, Sharing (Incl. cyber-lockers and cloud / remote storage or any means of storing and sharing data)

Payday Loan Services (6051)

Pay-per-Click Websites “Parked Websites” (i.e. those that disguise or mask a merchant’s actual website)

Prescription Drugs (e-commerce or mail/telephone order)

Pre-paid / Rechargeable Phone Cards / Calling Plans

Prize Giveaways

Products with Unreasonable

Guarantees / Gimmicky Products

Pseudo / Synthetic / Designer

Drugs / Mood Altering

Substances (i.e. bath salts & incense)

Pyramid / Ponzi Schemes

Racist, Discriminatory, Occult or

Immoral Business Practices or Products

Real Estate Seminars

Search Engine Optimization SEO

Self Help Books

Seminars (e-commerce and mail / telephone order)

Software Downloads (Music / Movies)

Sports Forecasting (5967)

Subscriptions (yearly)

Talent Agencies

Telemarketing Services (inbound

and outbound)

Telephony Services – Voice Over

Internet Protocol (VOIP)

Tenant Screening Services

Third Party Billing

Ticket Sales (provided by Brokers or Promoters)

Timeshares

Timeshare Advertising

Tobacco Sales (e-commerce or mail/telephone order)

Travel Agencies /Tours/Clubs/Char-ters with future delivery

Up-sell Programs

Vacuums (Door to Door)

Warranty Programs (excluding those where payment is required every 30days or less)

Water Purifiers / Air Purifiers (catalog sales)

Weapons (where knives/swords comprise the primary part of the merchant’s business and are sold through e-commerce or mail/ telephone order)

Web Hosting

Weight Loss Centers (Non Physician Based)

Wholesale Clubs

Wire Transfer / Currency

Service / Money Transfer / Quasi- Cash / Virtual Currency / Cash

Advances by Non-Banking Institutions

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Merchant Deposit ScheduleThe deposit schedule for Visa/MasterCard/Discover transactions is as follows, providing the merchant is batching on a daily basis prior to midnight regardless of time zone. All batch deposits are received by Nationwide Payments on the next business day (M-F) and the ACH file is created and sent to the receiving bank that evening. The receiving bank then posts the ACH file the next business day (M-F). Business days are determined by the Federal Reserve.

Sunday transactions would be received on Monday and deposited to the merchant bank account on Tuesday.

Monday transactions would be received on Tuesday and deposited to the merchant bank account on Wednesday.

Tuesday transactions would be received on Wednesday and deposited to the merchant bank account on Thursday.

Wednesday transactions would be received on Thursday and deposited to the merchant bank account on Friday.

Thursday transactions would be received on Friday and deposited to the merchant bank account on Monday.

Friday transactions would be received on Monday and deposited to the merchant bank account on Tuesday.

Saturday transactions would be received on Monday and deposited to the merchant bank account on Tuesday.

The only delay merchants will have is if the terminal (or software) is settled after the times below. Then there will be a day delay in the deposit to the merchant's checking account.

Accelerated Funding Deposit Schedule(please note that banks do not cycle on Saturdays, Sundays, or Federal Holidays)

Sunday transactions will be deposited to the merchant bank account on Tuesday.

Monday transactions will be deposited to the merchant bank account on Tuesday.

Tuesday transactions will be deposited to the merchant bank account on Wednesday .

Wednesday transactions will be deposited to the merchant bank account on Thursday.

Thursday transactions will be deposited to the merchant bank account on Friday.

Friday transactions will be deposited to the merchant bank account on Monday.

Saturday transactions will be deposited to the merchant bank account on Tuesday.

Merchant must process via the Global or NPS/TPS front end authorization network. Cutoff time is 6:00pm EST.

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Business solutions that allow you to focus on what is really important... running your business.

Debit AcceptanceAccept all forms of non-cash payments including Visa, MasterCard, AmEx, Discover, Wright Express, Diners, and JCB as well as PIN-based debit cards.

Credit &

Bill PresentmentIn today’s digital age, customers expect easy and secure access to their bills, and the ability to make payments anytime and anywhere.

Electronic

For you to compete in today’s market, you have to do business online. With our variety of hosted gateway solutions and integration options with third party shopping carts, you can strengthen your brand while increasing sales.

eCommerce Solutions

Rate GuarantyWe guarantee to review any competitive offer you may receive to ensure your rates remain competitive for the life of your relationship with us.

Competitive

POS, Tablet, Kiosk

We have a variety of cost effective solutions for merchants on-the-go.

& Wireless Solutions

& Donation SoftwareOur solutions are quickly becoming popular with schools, churches, daycares, and property management companies.

Online Non-Profit

Online ReportingTransaction Manager is our online reporting system that allows you to track daily deposits, batches, view billing statements and monitor individual transactions so you can easily reconcile daily activity. Additionally, we offer multi-location merchants the ability to easily monitor and reconcile each of their locations via our online reporting system.

No Cost Check

We offer a no cost check recovery program that significantly enhances the check recovery rate of bounced checks. All successfully collected checks are reimbursed weekly to the merchant at 100% of the face value of the returned check. This completely free service has an 80-85% recovery rate, and greatly reduces internal collection expenses.

Recovery Program

Capital FinancingIf you are unable to obtain traditional financing, short-term capital financing is available via your Nationwide Payments merchant account.

Short-term

24/7/365 SupportOur Customer Service and Technical Support teams are equipped with extensive industry knowledge and committed to providing quality service.

Electronic

Check Advantage Program offers merchants the ability to accept all types of checks electronically. This service greatly reduces the number of bad checks, eliminates trips to the bank and speeds up funding time.

Check & ACH Debit

Nationwide Payments is a Level II PCI DSS Certified Direct Payment Processor handling nearly $4 billion in electronic payment transactions annually for merchants throughout the country. We provide credit, debit and check card processing, electronic check acceptance, e-commerce solutions and custom gift and loyalty card marketing programs. We also provide several special industry programs for governments, schools, universities, parking facilities, utilities and oil companies.

Marketing ProgramsYou may be unaware that Gift and Loyalty Card Marketing Programs are a more effective, less expensive alternative to traditional advertising. Our programs are designed to help you increase brand recognition and customer loyalty.

Gift & Loyalty Card

Quick-release, transparent paper door

Ergonomic design and small footprint

Familiar ATM design

Blue backlit, metal dome keypad designed for one-million key presses

Communication port area neatly connects cables under the device

High contrast, 128 x 64 white backlit display

PROVen PeRfORmance• Runs on the advanced VX Evolution

platform — powered by the time-tested Verix operating system with over 7 million devices delivered

• The industry’s fastest processor moves more transactions for greater profits

• PCI PED 2.0 approval keeps up with the most current PIN security standards

• Provides end-to-end encryption with VeriShield Protect, to maximize protection against fraud and misuse

neXT GeneRaTiOn feaTUReS• Huge boost in memory of 160 MB

standard to over 500 MB to support value-added applications such as loyalty and gift cards

• High-contrast, white backlit display and blue backlit keypad for high visibility in dim lighting

• Quick-release, transparent paper door designed to load paper quickly and efficiently

• Combines a compact, ergonomic design with a small footprint to optimize handover usage

PeRfecT fOR Small BUSineSS• Instant broadband connectivity for

speedy transactions that won’t slow down your business

• GPRS connectivity option provides portable flexibility — only a power source is required when using wireless connectivity

• The latest, most reliable advances in security for maximum protection

© 2010 VeriFone, Inc. All rights reserved. VeriFone, the VeriFone logo, VX 520, VeriShield Protect and VX Evolution are either trademarks or registered trademarks of VeriFone in the United States and/or other countries. All other trademarks or brand names are the properties of their respective holders. All features and specifications are subject to change without notice. 8/10 45816 Rev A

w w w . v e r i f o n e . c o m

VX 520ROBUST PERFORMANCE

PCI PTS 3.x approvedGPRS, 3GContactless / NFC

www.pax.us

PAX’s S90 mobile POS terminal has been designed to offer superior wireless performance, embedded in a ruggedized yet stylish form factor. With options for single SIM or dual SIM functionality, and with a large memory and a high capacity Li-ion rechargeable battery, the S90 is one of the most popular mobile terminals with merchants today.

The S90 comes with built-in contactless, PCI PTS 3.x certification and delivers secure transactions using an ARM11 processor to support DUKPT, Master/Session, DES and 3DES.

The ARM11 microprocessor assures faster, reliable transactions anywhere and every time. It offers an unparalleled array of wireless connectivity configurations GPRS / 3G.

S90MOBILEPAYMENT TERMINAL

The smart and compact desktop device designed for maximum efficiency

iCT 250

• Provide merchants with a compact payment device in minimum countertop space.

• Offer a unique payment experience from an ergonomic, intuitive device.

• Accept all electronic payment methods including EMV chip & PIN, magstripe and NFC/contactless.

• Enable brand promotion with a color display and customization capabilities.

www.npspayments.com

Mobile Processing Made Easy

• $15 Monthly Support Fee

• No Long Term Contract

• Outstanding Live Support

• No Minimum

Only 2.40%*

Flat Rate

*$10 average ticket or less add $.10 per item

Mobile Solutions

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ShopKeepDesigned by a merchant who refused to be held hostage by archaic POS systems, ShopKeep includes all your business needs to start ringing up customers. If you created a point of sale, it would be ShopKeep.

iConnectiConnect is an all-in-one hardware, software, and EMV payments bundle. Businesses big, small, and in-between choose iConnect POS as their all-in-one and mobile point of sale solution. iConnect’s range of features & customization make it compatible with a variety of industries.

NPOS (no EMV capability yet)

Imagine a world where you no longer have to worry about the day-to-day hassles of running your business because it’s being handled for you. Imagine not having to wonder if your supplies are running low, or worry about calculating payroll on time, or if your marketing efforts are effectively working!

We encourage a demo be done of all supported productsas each product has different features and functionality.

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A solution for you

Reduce Equipment Costs A web-enabled computer is all you need to process credit card and gift card payments through PayTrace. No credit card terminals. No dedicated phone lines. No software installation. No software maintenance. No software update fees.

Reduce Processing Costs PayTrace’s solutions provide real-time recommendations to help reduce your processing costs. Level II (ex: Business Card) processing. Level III (ex: Purchasing Card) processing. AVS match evaluation. CVV / CSC match evaluation. Automatic daily settlement.

Increase Security and Reduce Fraud PayTrace protects sensitive data and controls access to your account to increase security and reduce fraud. No cardholder data stored at your location. Data stored in high-security data centers. Compliant with all applicable Payment Credit Card Industry (PCI) security standards. Multi-factor authentication required for log-in. Customizable permissions for each user.

First-Class Customer Support Providing exemplary customer support is part of our core values. Free training. Free technical support. Knowledgeable staff. Prompt responses. We strive to exceed your customer support expectations.

The Secure Advantage.

What is PayTrace? PayTrace provides web-based credit card and gift card payment processing software solutions with feature rich functionality for a wide variety of industries. PayTrace offers a comprehensive set of customizable solutions with features and functionality that cover your payment processing needs. We base development efforts on our clients’ feedback. Therefore, our solutions provide many features that help you operate your business more cost-effectively, effciently and securly.

Why Use PayTrace?

Business, corporate &purchasing card processing

Do You Currently Accept Payments from Other Businesses or Government Agencies Without Adding Level II or Level III Data? If you do, you’re likely paying significantly higher processing rates than you should! In most cases adding Level II (L2) and Level III (L3) Data through PayTrace will significantly reduce the fees that you pay for processing Business-to-Business (B2B) and Business-to-Government (B2G) transactions. Since the benefit is a reduced percentage rate, your savings increase with the size of your transactions.

What is Level II and Level III Data?

L2 and L3 Data is additional information about a transaction which is commonly found on an invoice, such as: tax, product/service description, etc. Visa® and MasterCard® generally assess higher interchange rates for B2B and B2G transactions if L2 and L3 Data is not included with the transac-tion.

Which PayTrace Solutions Support Level II and Level III Data?

Merchants using PayTrace Professional are able to process L2 and L3 Data through any of the following methods:• Virtual Terminal • Mobile• Shopping Cart • API• Recurring Payments • Batch Upload

Why Should I Use PayTrace to Process Level II and Level III

Data?

PayTrace is one of the only payment processing solutions certified to process both L2 & L3 Data.

PayTrace’s proprietary solution identifies L2 and L3 transactions prior to prompting for additional information, significantly reducing excessive data entry. In addition, PayTrace’s solution automatically calculates and populates data for L2 and L3 transactions, further maximizing your efficiency.

PayTrace is one of the few solutions that can process L2 and L3 Data, and we make the process as easy for you as possible.

B2B & B2G Transactions

For more information go to www.npspayments.com

Don’t be without your equipment.

Equipment Warranty Program

No AdditionalCharges

Pre-programmed replacement

Only $8 monthlyper device

Free Overnightshipping

For more information go to www.npspayments.com

The supply program that fits your needs!

Merchant Supply Program

Always havethe right size

Only $.02 pertransaction

Free groundshipping

Nationwide provides our merchants a unique set of data so they can easily monitor their sales growth, get online reputation reports, and track local market activity. With Nationwide Insights, this part of your job becomes easy so you can focus on running your business. Nationwide Insights even tracks the weather and local activities (like ball games) so you can tell what outside factors are impacting your sales! There’s no software, hardware or integration required.

Visit booknationwide.com today to make an appointment to claim your dashboard!

9 of 10 Consumers look at online reviews to help them make a buying decision on a local business.

A 1 Star change in a businesses online rating can increase or decrease business revenue by up to 10%. (Harvard Study)

“Somebody tried to sell me reputation

management software for $400 a month and I thought that was crazy! Insights is Awesome!”

What is Nationwide Insights?

What you get with Nationwide Insights

Amy T., Colorado, Restaurant

Compare your revenue to similar businesses

Select & monitor your closest competitors

Track your year over year revenue growth

See your city-wide revenue rank

See how reputation & social media impact revenue

Receive weekly & monthly email updates

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Nationwide Insights is a simple online dashboard that helps you save time and money.

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Here are some questions you may be asking yourself: • Who are my best customers?• What are customers saying about my business online?• How is my business performing hour by hour?• How am I doing compared to my competition?

Here are some of the questions we want to ask you:• How do you reward staff members for positive reviews

received on Yelp?• How does your revenue rank relative to your

competitors?• Have you setup all your social media accounts?• How do weather, holidays and special events impact

your revenue?

But you are probably running into these problems:• There is SO MUCH data everywhere• You're too busy actually running your business• There is a lack of tools to use and manage this data to

benefit your business

Nationwide Payments is a Merchant Service Provider and authorized Third Party Processor currently handling nearly $4 billion dollars in electronic payment transactions annually for merchants across the country. We offer credit, debit, and check card processing, electronic check acceptance (including Check 21), eCommerce solutions, and electronic gift and loyalty card marketing programs. We also provide several special industry programs for governments, schools/universities, the parking industry, and utility and oil companies. We have partnered with over 200 Regional and National Associations, Banks and Business Organizations offering co-branded services and solutions.

We’re more than just a processor

npspayments.com

Nationwide Insights

“This is incredible!I’m impressed. This is

a beautiful thing!”Megan S, New York, Car Wash

Preventing Fraud if Card is PresentIf you are a card-present merchant, take the following steps to ensure the legitimacy of every card, cardholder, and transaction.

1. Swipe cards whenever possible.2. Check the authorization response.3. Match the numbers embossed on the card against the four digits of

the account number displayed on the terminal.4. Have the cardholder sign the transaction receipt.5. Be sure that the signature on the card matches the one on the

transaction receipt.

Preventing Fraud if Sales are Key-EnteredWhen you key-enter a transaction, you run the risk of accepting a counterfeit card because the magnetic stripe info is unavailable.

1. Match the account number on the front of the card with the number indent-printed on the back.

2. Check the expiration date. Look at the “good thru” or “valid thru” date to be sure the card hasn’t expired.

3. Make an imprint of the card and ask the customer to sign the imprinted sales draft.

4. Be sure the signature on the card matches the one on the sales draft.Do not accept an unsigned card.

Customer Behavior Warning SignsCertain customer behavior could point to fraudulent activity. Be aware of customers who:

1. Purchase a large amount of merchandise without regard to size, color or price.

2. Ask no questions on major purchases.3. Try to distract or rush you during the sale.4. Make purchases and leave the store, but then return to make more

purchases.5. Make large purchases just after the store is opening, or as the store

is closing.6. Refuse free delivery for large items.

Assistance: If you question whether a transaction may be fraudulent and would like us to help you confirm a sale, please contact Customer Support at 1-877-564-5656 ext. 169002 and ask for the Risk Department or email [email protected].

Warning Signs a Transaction May Be Fraudulent

1. Larger-than-normal orders.2. Orders that include several of the same item.3. Orders made up of “big-ticket” items.4. “Rush” or “Overnight” shipping; Shipping to an international address.5. Transactions with similar account numbers.6. Shipping to a single address, but transactions placed on multiple

cards.7. Multiple transactions on one card in a very short time span.8. In online transactions, multiple cards used from a single IP address.9. Orders from Internet addresses that make use of free e-mail services.

Fraud Training and Education

Reinforcement of fraud training for employees can have a significant effect on a company’s fraud losses. To learn more and educate your employees, visit Visa and MasterCard websites for free webinars, presentations, and resources on fraud prevention and protection.

Ask for the Right InformationMail, phone and Internet transactions carry a higher fraud risk because the card is not presented. Following these guidelines for card acceptance and authorizations can help.

• Ask for the cardholders name exactly as it appears on the card• Request the card account number and expiration date• Request cardholders home or business phone number and billing

address• Verify cardholders information using Address Verification Service (AVS)

and Card Verification Value (CVV)• Acquire shipping address and name (if different from billing address)

Other Things You Can Do to Fight Fraud

• Select a carrier that does not allow shipment re-routes• Require the cardholders signature upon delivery• Require the card to be presented if phone/mail/Internet orders are to

be picked up at retail locations

Notice: Keep in mind that none of these alone necessarily means you are being scammed, but several of them together might. Never ship a valuable order unless you’ve received a valid authorization.

Fighting Fraud at Your Location Fighting Card-not-present Fraud

Our Risk & Chargeback Assistance Department is here to help you handle chargebacks and know how to reduce fraud.

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Merchant Guide to Card Verification Value

Card Verification Value (CVV) is an authentication procedure established by credit card companies to further efforts towards reducing fraud for Internet transactions. It consists of requiring a card holder to enter the CVV number at transac-tion time to verify that the card is on hand.

The CVV code is a security feature for “card not present” transactions (e.g., Internet transactions), and now appears on most (but not all) major credit and debit cards. This feature is a three-digit or four-digit code which provides a cryptographic check of the information embossed on the card.

The CVV code helps ascertain that the customer placing the order actually possesses the credit/debit card and that the card account is

legitimate. Each credit card company has its own name for the CVV code, but it functions the same for all major card types.

(VISA refers to the code as CVV2, MasterCard refers to the code as CVC2, AmEx and Discover refers to the code as Card Identifier.)

The 3-Digit CVV/CVC/CID is located on the back of the Visa, Discover & MasterCard cards.

The 4-Digit CID is located on the front of an American Express card.

Code Description & Precautions

M Match

N No Match

P Not Processed

S Issuer indicates that CVV2/CVC2 data should be present on the card, but the merchant has indicated data is not present on the card.

U Issuer has not certified for CVV2/CVC2 or Issuer has not provided Visa with the CVV2/CVC2 encryption keys.

EMPTY Transaction failed because wrong CVV2/CVC2 number was entered or no CVV2/CVC2 number was entered.

What is a Chargeback?A chargeback is the monetary reversal of a sales transaction disputed by a cardholder. Obtaining an approval code alone, either through your credit card terminal or over the phone, does not guarantee payment of the credit card charged. You can help protect your business and minimize the risk of chargebacks by following these helpful steps.

Magnetically Swipe Card Whenever PossibleSwiping the card will insure you receive the best possible rates as well as your best protection against risk of customer chargebacks. If you are not able to magnetically swipe the card due to terminal restrictions or your terminal is unable to read the card, you must key in the card number and obtain a manual imprint of the card to show the card was present for the transaction. Be sure to complete any AVS or CVV request prompted on your terminal or software. On the manually imprinted sales draft, complete your business name, the sale date, authorization number, expiration date, amount of the sale and make sure the cardholder signs the sales receipt.

Missing ImprintA transaction can be charged back to you if, during a manually imprinted transaction, you do not get a clear, legible imprint of the card together with your customer’s signature on the sales draft.

Expired CardNever accept a card in payment for goods or services prior to the “Valid from” date shown on the card and do not accept an expired card, otherwise the sale may be charged back to you. To avoid declines and chargebacks, always check the expiration date on the card before processing a transaction.

Unauthorized TransactionThis is the most common reason for customer chargebacks. Always verify that the person giving you the credit card number is indeed the cardholder. When you key-enter a sale, you must complete the Address Verification Service (AVS) as well as the Card Verification Value (CVV). These are two fraud tools that credit card companies have set up to assist in preventing fraud. Also insure that you notify Nationwide Payments of any changes to your business, (address, phone number, dba, legal name, etc). It may be possible that a customer may issue a chargeback because they did not recognize your business on their credit card statement.

Duplicate TransactionThis is usually the result of your customer claiming they were billed twice for the same transaction. Always balance your terminal daily to avoid any discrepancies. It may be possible that your terminal may lose communication in the middle of a transaction. Most credit card terminals will not warn you that this may happen and therefore could create a duplicate sale.

Missing SignatureIf you do not obtain your customers signature on a sales draft, your customer may claim a transaction was completed without their knowledge. Always remember to have your customer sign the sales draft.

Cardholder DisputesA cardholder can dispute a transaction as late as 180 days after the expected date of delivery, service or completion of an order (The time frame may be greater if warranty issues apply). You must keep a copy of all credit card sales receipts on file for 18 months. This is a Visa and MasterCard regulation. Check with your accountant to see how long you must maintain your records for accounting purposes.

Retrieval RequestA cardholder may need a copy of a sales receipt for expense reasons or an issuing bank may be investigating activity on a cardholders’ account; therefore, they will request a copy of the signed imprinted sales receipt. You must submit a copy of the sales receipt as specified on the notification or the retrieval request can turn into a chargeback.

Customer ReturnsMerchants cannot charge a fee for returning merchandise to cover the cost of processing. As a merchant, you can charge a restocking fee. However, you have to charge this fee for all returns, not just for credit card returns. Your return policy should be stated clearly at the bottom of your credit card receipt.

Credit Card Advances or Owner SaleThe principal owner or signer of the merchant account cannot process a sale of his/her own credit card through this merchant account. This act is considered “factoring” and is against all MasterCard and Visa regulations and policies. It is also illegal to process card transactions for any other business other than yours through your merchant account.

Virtual Storefront MerchantsData security should be a central concern for all e-tailers. To find out what you can do to protect your customers information, check out the Cardholder Information Security Program requirements at www.visa.com/cisp.

Security for Card-not-present Transactions

Reducing and Preventing Chargebacks

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Merchant Cash AdvanceThe Smart Choice for Immediate Working CapitalS

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Step-by-Step Instructions for Internet Processing.

About Nationwide PaymentsNationwide Payments is a Level II PCI DSS Certified Direct Payment Processor handling over $4 billion in electronic payment transactions annually for merchants throughout the country. Nationwide Payments provides credit, debit and check card processing, electronic check acceptance, e-commerce solutions and custom gift and loyalty card marketing programs as well as several special industry programs for governments, schools, universities, parking facilities, utilities and oil companies.

tel. 877.290.1975 fax 877.766.6896 www.npspayments.com

Create Your AccountGo to Nationwide Payments PCI validation portal at: www.pciapply.com/NWP and log in by entering your Nationwide Payments Merchant ID# (This number begins with 272500xxxxxx) and your password. Upon successful, log in you will be required to change your password. Once you have changed your password, please write your login information (Merchant ID and password) down and put it in a secure place for future use.

Complete the SAQ Upon successfully logging into your PCI Validation account, you will asked to validate the accuracy of the merchant information on file and then given the choice to either use an SAQ wizard or select the appropriate SAQ selection page.

To begin your SAQ, you will need the following basic information:

• Name of software / payment terminal provider / manufacturer

• Terminal Model / Name of Application• Application version

Terminal example: Verifone (manufacturer) Vx520 (model)Software example: Squirrel Systems (vendor), Squirrel professional (application), v7.0 (version)

Attest to the Scan Results Schedule your vulnerability scan. To schedule a vulnerability scan, you will either need your IP (Internet Protocol) address or your URL (if you are an ecommerce merchant). If you do not know, go to: (www.ipchicken.com) to obtain your IP address and under ADVANCED, it will give you the IP address and then “static” or “dyn”.

Once you’ve scheduled your scan(s), Aperia Solutions (our PCI SSC certified Approved Scan Vendor (ASV)) will perform the scan (based on your IP address that you’ve provided) for you and then they will send you an email notification that the scan has completed and outline the additional steps required to complete the PCI validation process.

If you have any questions regarding these instructions or the PCI Compliance process in general, call 844-865-7494.

Please remember, this is a regulation of the Payment Card Industry (PCI), which consists of Visa/MC/Discover/AMEX, and not a regulation of the processing companies. We are only the facilitators who direct you to a PCI Compliance validation Platform and pass-through the billing for their support. This process is for the protection of your customer’s card data, especially when processing over the Internet.

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Prospect Questionaire

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Merchant Name: Phone:

Sales Agent Name: Contact:

Current Acceptance:

Visa, MC, Discover

American ExpressPIN Debit

Electronic Checks

Open Capital AdvanceInternet Processing

B2B - Level II & III

Fleet CardsEBT

Gift/Loyalty Cards

Shopping CartsWireless Processing

Current Equipment:

Make: Model:

Access: Dialup DSL/Cable Wireless (GSM, GPRS)

Lease $: Month’s Remaining: Own Rent Loaner

Does it function properly? Yes No

Experience:

Faster ProcessingGift Card ProgramInternet Processing

Free Standing ATM

Wireless ProcessingBetter Customer ServiceWorking Capital

Check Guarantee SystemAuto-closing/BatchingPOS/Register Intergration

What do you like best about your current provider?

What, if anything would you change?

Needs/Wants:

Comments:

Most Current Equipment Pricing

Wireless Terminal Terminal (optional PIN Pad)

Mobile Reader Gateway (optional Card Reader)

$550 $315 $175

$100 $20/mo $100 card reader

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sales professional playbook - npspayments.com...company overview nationwide payments enables...

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