Download ROI Merchant Operating Guide

Table of Contents
Section
1
2
3
4
5
Introduction
2
Authorisation
3
Welcome Message
2.1
2.2
2.3
2.4
2.5
Automated Authorisation Service
When to use Code a 10 Call Option
Checking a Card
Card Acceptance
Cardholder Authority
Electronic Processing
3.1
3.2
3.3
PAN key entry
Submission of Transactions
Chip and PIN Cards
Statements
4.1
4.2
How to read your Statement
How Card payments works
3
4
5
5
6
7
7
8
8
9
10
11
Suspicious Circumstances
12
5.3
5.4
5.5
5.6
14
15
16
16
5.1
5.2
Fraud – Card Present Transactions (Retail Merchants)
Fraud – Card Not Present Transactions
(Mail Order/Telephone Order/Internet Merchants)
Fraud – “Code 10”
How to Pick Up a Card
Know Your Staff
Technology Maintenance
12
13
6
Back Up Procedures – Paper Processing
17
7
Chip and PIN
18
8
Chargebacks
9
8.1
8.2
What is a Chargeback
Circumstances that may result in Chargeback being raised
19
19
19
iMerchantConnect
21
10
Other Useful Information
22
11
Glossary
23
Appendix 1 – Retrieval Request Form
24
9.1
9.2
What is iMerchantConnect
Key Features of iMerchant Connect Service
21
21
1