Credit Card Procedures – Visa/Mastercard

Card Acceptance:

1. Have the customer insert the credit card into the chip reader.
2. Check the authorization response and take appropriate action:
   • Approved — Ask the customer to sign the sales receipt.
   • Declined — Return the card to customer and ask for another credit card (DO NOT TRY TO USE THE SAME CARD AGAIN – WE CANNOT USE IT ONCE IT IS DECLINED, EVEN IF THEY INSERT IT AGAIN AND IT GOES THROUGH).
   • Call or Call Center — Call your voice authorization center and tell the operator you have a “Call Center” response. Follow instructions.
   • No Match — Insert the card and re-key the last four digits. If “no match” response appears again, keep the card if you can do so peacefully. Request a Code 10 authorization: 888-999-8546.
3. Match the embossed number on the card to the four digits of the account number displayed on the terminal.
4. Get the cardholder signature on the terminal.
5. Compare the name and signature on the card to those on the transaction receipt. They should match.
6. If you suspect fraud, make a Code 10 call to your voice authorization center: 888-999-8546.

We Cannot Do Manual or Key-Entered Transactions:

If a Visa/Mastercard card chip won’t read, we cannot accept that card for payment in the store. We cannot manually enter the credit card number into the terminal. The customer can go to our online portal to enter their own credit card information to get approval (when it’s ready to use).

Dealing With Unsigned Cards:

If the signature panel is left blank (or “See ID” is in place of a signature):

• Ask the cardholder to sign it and provide current identification such as a driver’s license or passport (or explain that “See ID” is not a valid substitute for a signature, and ask the cardholder to sign over it). Compare the signatures on the card, receipt, and identification.
• If signatures appear the same and authorization is approved, complete the transaction.
• If the cardholder refuses to sign the card, explain that Visa rules say that we cannot accept the card without a signature. Do not use it.

No Acceptance for Card-Not-Present or Phone Orders:

We do not currently accept card-not-present or phone orders for Visa/Mastercard. The customer can go to our online portal to enter their own card information (when it’s ready to use).

Use 888-999-8546 to:

• call in for an authorization (merchant number 498781720889)
• request Address Verification Service
• report a Code 10
• get a bank name

Streamline payment issues: 866-940-1918