Merchant Operating Guide Using your merchant credit
Contents
1. 1 followed by the key for retail transactions 2 followed by the key for card not present i e mail telephone order sales 8 followed by the key for suspicious card you will be transferred to a customer services representative a Enter the card number followed by the key Enter the card expiry date mm yy followed by the key Enter the sale amount followed by the key Optional Replay sale amount by pressing 1 Replay full details by pressing 2 Your approval response code and authorisation number will follow Please record this information on either the sales voucher or for mail telephone order merchants on the mail order transaction schedule 10 Authorisation Using your merchant credit card facility You can fax your authorisations If you do multiple sale mail telephone orders you are able to fax for your authorisations Please fax your mail telephone order schedule to 0 9 309 2869 There is a 24 hour turnaround for this facility Recover cards You must also use your best efforts by reasonable and peaceful means to recover a card Where the four digit truncated account number which is indent printed on the signature panel of the card does not match the last four digits of the embossed account number on the front of the card or If it is a MasterCard card without the MasterCard hologram or a Visa card without the Visa hologram or If Westpac requests that you do If you recover a Card yo2. Name of bank should be on card A cali OFF LINE VOLS CARDHOLDERS SIOXA TUNE 651206 DEBIT BANK COP Write in time and reason voucher used eftoos use thes voucher fer dhii ca an creda nie voucher sw this voucher mud not d check signature and ensure account type rota ardhoddor s copy of yoecher in contara ith cani 651206 IF THE EFTPOS TERMINAL OK SYSTEM IS NOT FUNCTIONING Signature must be checked to card w roped on the ra Using your merchant credit card facility Manual sales 23 Mail and Telephone Mail and or Telephone orders This section refers to the manual processing of mail and or telephone orders For electronic processing please refer to our section on page 28 of this booklet Remember You cannot process a credit card payment by mail or telephone without the prior written authority of Westpac Card Services Note Mail and or telephone orders are not guaranteed even with authorisation Transactions may be charged back to you if your customer is not the bonafide cardholder or the cardholder disputes the transaction or you are not authorised to accept mail and or telephone orders Floor limits Authorisation must be obtained for all transactions as the floor limit is zero The following statement must be included where applicable on invoices statements premium notices catalogue leaflets or advertisements etc offering mail order busine
3. Validity of sales vouchers A sales voucher is not valid if The sale it records is illegal The signature on the sale voucher is forged or unauthorised a The particulars inserted in the original sales voucher do not match the particulars inserted in the copy of the sales voucher given to the cardholder It was generated in respect of a card sales transaction which required authorisation and you did not obtain authorisation a The sales voucher is for an amount which is greater than the total amount which you would charge for the sale of all goods and or services to which the sales voucher relates if payment for those goods and or services was not made via a card sales transaction or the price which you have charged a cardholder for any good and or service which is included in the sales voucher is in excess of your normal price for that good and or service The amount of all manual card sales transaction s conducted by you in respect of the relevant cardholder at the time the sales voucher was generated is more than the authorised floor limit and you have not obtained an authorisation The sales voucher is incomplete or illegible The cardholder asserts that the generation of the sales voucher was unauthorised The relevant manual card sales transaction represents the collection or refinancing of an existing obligation owed by the cardholder to you including without limitation the collection of a dishonoured cheque a You di
4. Increase the amount for which a sales voucher or a transaction record is generated in exchange for advancing cash to a cardholder Card sales transactions not to provide refinancing You must not complete a card sales transaction in order to receive payment for an existing financial obligation which a cardholder has to you or in order to assist a cardholder in refinancing his or her debts For example you cannot complete a card sales transaction in substitution for a personal cheque which was given to you by a cardholder and dishonoured Cards not to have expired or be broken You must not complete a cards sales transaction if The day the card sales transaction is made is outside the expiry date embossed on the card The card has been broken into two or more pieces Using your merchant credit card facility Authorisation 09 How do you get an authorisation Take your sales voucher to the phone then follow these simple steps The system will talk you through the steps needed Phone for authorisation on 0800 273 727 or 0 9 355 1900 Press 2 followed by the key for credit card authorisation Optional Press 8 followed by the key The authorisation will then be faxed back to you Enter your PIN number followed by the key this is the last 5 digits of your merchant number The first time you call enter your 14 digit merchant number followed by the key Enter the number for the type of transaction you wish to make
5. Tran Authorisation Amount Name Date Code Here Cardholder Number Number 5 pl 1 4 21 27 1 10008 2 10008 3 10008 4 10008 5 10008 6 10008 7 10008 8 10008 9 10008 10 10008 Maximum of five 5 mail telephone order sheets per merchant summary amp input envelope REMEMBER AUTHORISATION does not constitute a guarantee of payment Refer Merchant Operating Guide Please retain Merchant Copy for 18 months TOTAL 61946WT 11 06 Using your merchant credit card facility Mail and telephone 25 Depositing Mail Telephone order procedures Before depositing the top section of the mail telephone order transaction schedule make sure the Bank copy is completed with these details your trading name signature date merchant number number of items and total amount The bank copy of the schedule is then folded and placed inside a merchant freepost envelope bag together with any individual mail order credit vouchers A normal merchant summary is to be embossed through the zip zap with the merchant identification plastic card and the total amount showing on the mail telephone order transaction schedule recorded in the appropriate space Any credit vouchers issued for return goods are to be deducted from this amount and the net total inserted The bank copy of the merchant summary is to be placed in the merchant freepost envelope See page 22 for instructions on how to deposit to your account The merchant copy of the mail telephone order tran
6. and try to answer any questions you may have on credit card procedures We will always carry identification to confirm that we are a representative of Westpac If for any reason you are suspicious of someone claiming to be from Westpac or any other credit card organisation please phone Merchant Assist straight away on 0800 888 066 Using your merchant credit card facility Introduction 05 Card acceptance Visa cards What to look for The following security characteristics are common to all Visa cards Visa cards can differ in design but all should feature the blue white and gold Visa brand mark and a hologram featuring the Visa dove on the right hand side on the front of each card 1 A four digit number printed above or below and matching the first four digits of the embossed card number 2 A unique V embossed security character symbol to the right of the expiry date 3 The last 3 or 4 digits of the card number embossed on the hologram Bank identification Card number 16 or 19 digits Valid expiry date Cardholders name Cardholder s signature panel Con aus A printed card number and a three digit voice authorisation number positioned on the signature panel on the back of the card 06 Acceptance Using your merchant credit card facility MasterCard cards What to look for The following security characteristics are common to all MasterCard cards MasterCard cards can differ in design but all shoul
7. check the cables before attempting a transaction If the fault persists contact the Paymark help desk on 0800 800 996 Processing error The terminal is unable to process the transaction Contact the Paymark help desk on 0800 800 996 Ready to settle The terminal is ready to be settled and you are able to close your days trading if you wish to Everything ok Re enter trans The transaction cannot be authenticated Perform a log on and try the transaction again Refer issuer The customer will need to contact the institution that issued the card to investigate the problem Ask the customer to contact their bank Response error unauthorised response The information contained in the PIN pad does not match that at Paymark Contact the Paymark help desk on 0800 800 996 Signature required A customer signature is required When the customer has signed please check the signature against the one on the card Super card error merchant card error The terminal does not recognise the supervisor card that has been swiped Contact the Paymark help desk on 0800 800 996 Super PIN error merchant PIN error An incorrect merchant PIN has been entered by the operator Contact the Paymark help desk on 0800 800 996 Systems fault A fault somewhere in the system will not allow the transaction to be processed Please use an off line voucher
8. or more for the same transaction Failing to supply proof of purchase documents for transactions when requested by Westpac Card not present mail telephone internet transactions The cardholder may dispute these transactions if card not present liability is with the merchant Information on chargebacks Using your merchant credit card facility Westpac New Zealand Limited 12353WT 11 06
9. specified in the merchant services fee schedule The minimum fee also applies in months where no transaction activity has occurred The current rate is shown on each monthly statement The merchant service fee will be charged to your bank account each month A copy of the merchant service fee schedule is enclosed inside the back cover of this guide Westpac reserves the right to vary fees from time to time What if you want to change your details Please contact Merchant Assist on 0800 888 066 We can help you with any of the following Change of bank account Change of trading name Change of ownership Change of address Debit card transactions EFTPOS You can only do debit card transactions through EFTPOS These transactions are covered in your Paymark agreement and your EFTPOS terminal user s manual from your EFTPOS terminal supplier If the system is unavailable please follow the off line procedures for debit cards in this guide on page 23 Off line vouchers can be used for purchases up to 300 Your zip zap machine In the event your zip zap becomes faulty please call Merchant Assist on 0800 888 066 Until your zip zap is replaced please follow these procedures a Write the cardholder s name number and card expiry date in full on the sales voucher where these details would normally be printed Complete the sales voucher in the normal manner 34 Other information Using your merchant credit card facil
10. ILER S COPY Using your merchant credit card facility Mail and telephone 27 Electronic processing This refers to the electronic processing of mail and telephone orders where the card is not present and the card number and amount are keyed into the EFTPOS machine such as phone orders for florists A mail order telephone order facility with Westpac is essential for this facility to be active on your EFTPOS terminal The criteria set for mail order telephone order transactions apply Please refer to the mail order telephone order section of this guide on page 24 How do you complete a Visa MasterCard or Bankcard Mail Telephone order transaction schedule Check that the mail order coupon received from the cardholder has all the relevant information particularly signature and expiry date a Write the cardholder s details given on the coupon into the appropriate spaces on the Visa MasterCard Bankcard mail order transaction schedule You do not have to complete a separate sales voucher for mail and or telephone order transactions All mail telephone order transactions must be authorised regardless of your floor limit Authorisations can be obtained by phone please refer to the authorisation section on page 6 Authorisation numbers will be given for each individual sale Bulk authorisations Can be made by faxing your mail telephone order transaction schedule s to 0 9 309 2869 There is a two hour turnaround for this faci
11. PRINTING 1 Place your merchant identification card and this voucher in the zip zap and imprint NO O 2 Remove and destroy this cover sheet Make sure card details are clearly imprinted on PINS all copies if not please zip zap again on a new merchant summary a Sz 3 Complete summary in the spaces provided NO Ee STAPLES 88 4 Enclose in the pre paid merchant input envelope O83 CREDIT copy or debit copy if total of summary is a credit total MERCHANT SUMMARY copy and up to 50 sales credit vouchers or a mail telephone order schedule 5 Include remaining DEBIT Copy or credit with a deposit slip to your bank account 61903WT 11 06 6 Retain copies of all vouchers sent with this summary for 18 months Westpac New Zealand Limited Contact phone number with area code Total number of Total number of Date Total dollar value of credit vouchers sales vouchers sales vouchers Your signature Important Css this box if crediglue is greater thag sales Voucher type No of items Dollars nts Sal ucher Mail telephdng order schedules Less credit vouchers Schedules BANK COPY VISA Westpac Merchants signature Contact phone incl area code Senter to Ea a spars hs suet Westpac New Zealand Limited Using your merchant credit card facility Sales by zip zap 21 Manual sales How to deposit to your account These are the easy s
12. Westpac VISA Merchant Operating Guide Using your merchant credit card facility Quick guide Your quick guide to authorisation by phone Dial 0800 273 727 or 0 9 355 1900 Press 2 for credit card authorisation yO 8 Optional Press 8 for authorisation to be faxed back to you Enter your PIN number this is the last five digits of your merchant number followed by the key The first time you call enter your 14 digit merchant number followed by the key Enter PIN Enter the number for the type of transaction you wish to make 1 retail authorisation 2 card not present telephone or mail under sales 8 suspicious card you will be transferred to a customer services representative S nter card number Enter the card number followed by the key m Enter expiry date Enter the card expiry date MMYY followed by the key Enter sale amount Enter the dollar sale amount followed by the key Optional replay sale amount by pressing 1 Optional replay full details by pressing 2 e Approval response code and authorisation number will follow please record Authorisation this information on either the sales voucher or order pad Optional replay authorisation number by pressing 1 Optional press 2 for next transaction SPAT Press 9 to end the call or simply hang up Press 9 to end call which you can do _ If at any stage you would like to speak to a 9 a any stage customer servi
13. Your signature Using your merchant credit card facility Cardholder s signature Returns 31 S uspicious transactions There may be occasions when a sale should not proceed such as 32 The customers signature on the sales voucher does not match with the signature on the card When you have reason to believe your customer is not genuine or you suspect the card is stolen The card is not current or has expired In these circumstances or if you are not completely satisfied with the sale for any reason retain the card and follow these procedures Auckland free dialling area 0 9 355 1900 or 0800 273 727 Press 2 for credit card authorisation Press the key Enter your full 14 digit merchant number or your PIN Press the key Press 8 for suspicious card You will be transferred to a customer services representative Advise us that this is a code 10 call We will let you know the procedures to follow We offer a reward for those cards being used fraudulently that are recovered and returned Merchants will receive confirmation by post of confirmed code 10 calls Returns Using your merchant credit card facility Other information Floor limit Your approved floor limit is recorded on page 2 of this guide It is assessed and allocated individually for each merchant and set at levels which will take account of the majority of sales which your business is likely to have Authorisation must be obtained f
14. a card sales transaction Electronic card sales transaction means a card sales transaction which is effected through a terminal or some other electronic means which Westpac has at any time approved for the purposes of this definition EFTPOS means electronic funds transfer at point of sale Manual card sales transaction means a card sales transaction which is not effected through a terminal or online payment gateway MasterCard means MasterCard International Inc any of its successors or assigns and any of its related companies or related bodies corporate Sales voucher means a voucher which is completed by you In respect of a manual card sales transaction and On stationery supplied or approved by Westpac for the purpose of recording manual card sales transactions Terminal means a device which a Facilitates the payment of goods and or services by the electronic transfer of funds between the bank accounts of the buyer and seller at the time at which the goods and or services are sold and Is approved by Westpac as a Terminal for the purposes of this Agreement or Any other device which is approved by Westpac as a Terminal for the purposes of this Agreement Transaction record means the record of a Card transaction a copy of which is kept by you and a copy given to the Cardholder recording the details of the transaction and includes a Sales Voucher Visa means Visa International Inc any of its successors o
15. ansaction that is in breach of the Westpac merchant agreement you may be charged back for the value of the transaction Chargebacks are usually debited to your nominated bank account Chargebacks can be returned to your account up to 120 days after banking Note Any chargeback debited to your bank account will be advised to you in writing The most common reasons a chargeback can happen are as follows 1 Zi 3 10 11 12 13 36 Depositing Diners Club or American Express sales with your merchant sales vouchers Accepting cards before valid from date or after expiry date Submitting sales vouchers that are illegible incomplete unsigned or do not bear the card imprint except for mail order and telephone order transactions Failing to get an authorisation for sales over your floor limit Making a sale when the cardholder s signature does not match the signature on the card Allowing sales that exceed your floor limit to be split into smaller transactions to avoid getting authorisation If the cardholder disputes that the transaction has taken place without the cardholder s knowledge or authority Making an alteration to the amount of a sales or credit voucher without the cardholder s authority When items are returned and a credit voucher issued has not appeared on the cardholder s statement When a cardholder states that goods or services were not delivered by the merchant as agreed When a cardholder has been charged twice
16. ces representative press the key Westpac New Zealand Limited Using your merchant credit card facility Quick guide 01 Your quick guide to Suspicious transactions If you have any concerns that a transaction a card or cardholder may be suspicious call Merchant help desk Stationery Auckland free dialling area 0 9 355 1900 or 0800 273 727 if you re outside Auckland Fax 0 9 309 2869 Press 2 for credit card authorisation Press the key Enter your full 14 digit merchant number or your PIN number Press the key Press 8 for suspicious card You will be transferred to a customer services representative Advise us that this is a Code 10 call We will let you know the correct procedures to follow For all your enquiries Auckland free dialling area 0 9 914 6709 All other areas Merchant Assist 0800 888 066 All areas 0800 109 937 You can order between 6 00am and midnight Please refer to page 29 for full stationery list You can enter your merchant details here Trading name Floor limit a Merchant number 0800 273 727 24 hours 7 days Authorisations Merchant Assist 0800 888 066 24 hours 7 days Credit Card Merchant Services Auckland Merchants 0 9 355 1900 Auckland Merchants 0 9 914 6709 Stationery 0800 109 937 Ordering 6am midnight Help desk 8am 5pm EFTPOS 0800 555 540 terminal faults 02 Quick guide Using your merchant credit card fa
17. cility Contents Quick GUID ssiri a sce cc rociado entoces alsave coe ARRE Er esde iaaeaie 01 Dent S quitara eee ences 04 e A feces Gag snes a ae Cencny sais soGe A 05 CAG AC CO PLAIN CO ios osc ihe dad daipas aa ehils cp a eaaa EEA EAEE EEA catdadessecdestocnmacceessaaes 06 AUthOrisati N cms aio tada 08 Sales completed manually by Zip Zap ccccccccnncnnnnnnnnnnnnnnonnnonononononononnnnnnnnnnnnnnnnornonnnns 16 Manuals ales tii Ear a ciety hates beet 22 Mail andtelephont c a rito in dci ira 24 SEO ii A A aa nave ead ee eid 29 RECUNN Ssss ici con vadecncmcniedcp sas eaten Aee EE ERO Enee E aeei pE aaa aE Enia Taaa Ana 30 Other informatio N sssi ar oa Eaa daaa paaa enaa aaaea Tai 33 Information om chargebacks seiis bani i heel Ea e 36 Using your merchant credit card facility Contents 03 Definitions Authorisation means an authorisation from Westpac to you for a manual card sales transaction to proceed Authorised floor limit means the value which Westpac has most recently advised you is the maximum value of a manual card sales transaction which can be completed by you without an authorisation Bankcard means Bankcard Association of Australia Card sales transaction means a transaction where a Visa Card a MasterCard Card or a Bankcard Card is used to pay you for goods and or services on credit Credit voucher means a voucher generated by you as a refund for goods and or services purchased from you by a cardholder and paid for via
18. copies of the merchant summary sales and credit vouchers are for your own records Record the debit credit along with any cheques and cash and deposit to your bank a Please post the envelope Any envelopes misplaced will be the responsibility of the merchant If an envelope is not received within four business days of the debit being received by Westpac then the amount of the envelope will be returned to the merchant s bank account You can also use the drop box facility at any Westpac branch Keep these copies for a minimum of 18 months see records on page 35 Photocopies or merchant copies of sales credit vouchers and merchant summaries cannot be processed If originals are lost please call Merchant Assist on 0800 888 066 22 Manual sales Using your merchant credit card facility Off line debit card processing Please refer to your Paymark agreement Your initial stationery kit contains a packet of off line vouchers Refer to merchant stationery section on page 29 Only use an off line voucher when your EFTPOS machine is not working Note Failure to comply with the following rules for using an off line voucher may result in a chargeback Off line vouchers can only be used for purchases up to the value of 300 Off line vouchers are not to be used to provide cash to the customer Off line vouchers are not to be used for any other reason other than set out in this document a c number imprinted by zip zap Tick a c
19. d feature an identification area consisting of the red and yellow MasterCard brand mark and unique MasterCard global hologram on the front of each card 1 A four digit number printed above or below and 5 Valid expiry date matching the first four digits of the embossed card number 6 Cardholder s name 7 Cardholder s signature panel 2 A unique M embossed security character symbol to the right of the expiry date 8 The last four digits of the card number and a three f UN digit voice authorisation number positioned on the 3 Bank identification signature panel on the back of the card 4 Card number 16 or 19 digits EA You must accept all cards 1 If you display the Visa MasterCard Bankcard logos you must accept all Visa MasterCard Bankcard cards given to you as a method of payment 2 You are not obligated to accept for payment a Visa MasterCard Bankcard card which a cardholder requests you to charge when the cardholder is not present with the card and or you are not authorised by Westpac to accept card not present transactions Using your merchant credit card facility Card acceptance 07 Authorisation Manual authorisation of your customer s purchases Authorisation for manual sales is provided by an Interactive Voice Response IVR system Please follow authorisation by phone on page 1 of this guide for instructions on how to use the IVR system There is a quick guide at the front of this booklet You may
20. d not actually supply the goods or services to which the sales voucher relates 18 Sales by zip zap Using your merchant credit card facility Westpac SALES VOUCHER Do Not Remove This Cover Sheet Until After Imprinting GRIP TOP COPY ONLY VISA 61882WP 11 06 Westpac New Zealand Limited Enter date The amount month year of the sale Check expiry date y Authorisation No Day fonth Year I Validity Dates Checked Qty Description Dollars ents gt a Oo e Dept VISA on Sales Total SNZ S e Voucher Incl GST us o 0000001 ui l acknowledge purchase of Goods and Services and liability for charges as recorded hereon SALES VOUCHERS MUST BE LODGED WITHIN THREE BANK BUSINESS DAYS OF THE TRANSACTION Cardholder s Signature Westpac New Zealand Limited Using your merchant credit card facility Signature must be checked to card Sales by zip zap 19 Valid electronic card sales transactions An electronic card sales transaction is not valid if It is illegal or It is not compliant or otherwise in breach of this agreement An electronic card sales transaction will only be valid if You have verified the identity of the relevant cardholder by Seeing that the cardholder has entered its PIN into the terminal and that the terminal has displayed the word ACCEPTED or Comparing the signature on the transaction record to the signature on the card to ens
21. ity Records All your records such as sales credit and off line vouchers merchant summaries and transaction schedules shall at all times be made available for inspection by Westpac These records must be retained for a minimum of 18 months from the date of the transaction Failure to be able to produce the merchant copy of sales and credit vouchers merchant summaries and transaction schedules may result in chargebacks to your merchant account Rewards for card recovery If a cardholder leaves a card by mistake at your premises cut the card in two pieces and return it to us with your name and address details to Westpac Private Bag 92503 Wellesley Street Auckland You will receive a 10 reward by cheque in approximately three weeks time Tipping facility on EFTPOS terminals This facility will appeal to the restaurant and hotel businesses Please contact your terminal supplier for advice on the software packages best suited to your business Accommodation guide An accommodation guide is available for the hotel motel industry Some of the services provided are Advance deposit a Express check out Guaranteed reservations If you would like to apply or would like further information please contact Merchant Assist on 0800 888 066 for a copy of the accommodation guide and the accommodation agreement Using your merchant credit card facility Other information 35 Information on chargebacks If you process a credit card tr
22. lity Authorisation will be faxed back to you and each transaction will have an authorisation number if it has been accepted Declined authorisations If an authorisation is declined that particular transaction must not proceed and must be deleted immediately Note Westpac does not accept liability for incorrect card numbers Care should be taken that information is correctly copied from the coupon to the schedule and that the signed coupon is retained and can be produced on request 28 Mail and telephone Using your merchant credit card facility Stationery Merchant stationery You have been supplied with an initial stock of stationery If you need to order additional supplies please Call 0800 109 937 You will be connected to an interactive voice response Please follow the instructions Your stationery will be dispatched to your address by courier within 48 hours of your call Emergency supplies of stationery can be obtained by contacting your nearest Westpac branch If your business is not 100 mail order telephone order you will need to contact Merchant Assist on 0800 888 066 to order item numbers 6 amp 7 from the list below Merchant stationery phone line The following items are available by phoning 0800 109 937 Press to order this item Item description Number of items in each pack 1 Sales vouchers 25 2 Merchant summaries 25 3 Westpac merchant freepost envelopes 25 4 Credit vouchers 25 5 G
23. mat error Phone the Paymark help desk on 0800 800 996 Incorrect PIN Invalid amount An incorrect PIN number has been entered An incorrect amount has been entered Ask the customer to try their PIN again Re enter the amount of the sale Invalid card The card is not recognised as a valid card which is accepted by EFTPOS Ask the customer to contact their bank Invalid merchant The terminal has an incorrect merchant number programmed Contact your terminal supplier Invalid transaction A transaction which is not permitted has been attempted eg cash out transaction on a credit card Contact your bank or merchant help desk for advice Over system limit The amount of the transaction exceeds the limit set for the system Phone for authorisation Phone help desk Call authorisations to obtain an authorisation number Using your merchant credit card facility Process the transaction on your zip zap using a credit card voucher Contact the Paymark help desk on 0800 800 996 Authorisation 13 Term What this means What you should do PIN try excess Power failure The customer has entered an incorrect PIN number three times The card will not be useable until the next day A break in the power supply has occurred Have the customer pay by other means and refer them to their bank for further information Please
24. n the original purchase and the new purchase Mark the sales voucher exchange What if a customer wants to exchange goods of lesser value Prepare a credit voucher for the difference between the original purchase and the new purchase No cash refunds are permitted What if a customer wants to exchange for goods of same value There is no need to prepare a sales or a credit voucher Electronic refund facility This is the electronic processing of refunds transaction credits through your EFTPOS terminal and is available on request The standard limit set for electronic refunds is 500 each day a This amount may be increased by applying in writing to us For further information please contact Merchant Assist on 0800 888 066 30 Returns Using your merchant credit card facility 1890WP 11 06 Westpac CREDIT VOUCHER VISA Do Not Remove This Cover Sheet Until After Imprinting GRIP TOP COPY ONLY Westpac New Zealand Limited Reason for return Date Amount of credit pei 000001 41 Date of riginal Transaction Qty Desdription Reason VISA Ger Westpac Credit Merchant s Signature CREDIT VOUCHER MUST BE LODGED WITHIN THREE BANK BUSINESS DAYS Westpac New Zealand Limited Total NZ Voucher Incl GST Day lonth Year 1 Cardholder s Signa u BANK COPY redit accepted as harges for Goods and ervices declined and recorded hereon F COMPLETION
25. or all transactions where the total amount exceeds the floor limit i e part cash part credit card Transactions which exceed your floor limit must not be split into smaller transactions to avoid the need for authorisation Split sales may be charged back to your account Floor limits must never be disclosed to cardholders Internet transactions Internet may be used to process transactions for your business There are many options available and your Westpac merchant services consultant can discuss these with you Some types of industries or businesses may attract a redeemable bond which will be held by Westpac on your behalf For more information please phone Merchant Assist 0800 888 066 and your merchant services consultant will be able to advise you on internet processing with Westpac Note You cannot process internet transactions with Westpac without our prior written authority and fulfilment of the current Westpac criteria Using your merchant credit card facility Other information 33 Merchant facility charges Merchant establishment charge Establishment charge once only each time facility opened Mail order telephone order establishment charge Establishment charge once only each time facility opened Merchant service fee This is determined from the merchant service fee schedule using your monthly volume and average sales amount This is subject to the minimum monthly service fee as
26. r assigns and any of its related companies or related bodies corporate 04 Definitions Using your merchant credit card facility Introduction Your guide to Using your merchant credit card facility This operating guide together with both the rates set out in the merchant services charge schedule and the merchant credit card facility agreement form our agreement in respect of your merchant credit card facility The acceptance of all Visa MasterCard Bankcard credit cards is covered in your merchant agreement and this guide All three card types are processed by us in the same manner Debit card transactions using EFTPOS are covered by your Paymark agreement and your EFTPOS terminal users manual What is the purpose of this guide This guide forms part of your merchant agreement and should be read in conjunction with your agreement The obligations implied in this guide should be understood because any breach of these obligations or any other part of this guide means that there is a breach of the merchant agreement Quick guide The first two pages explain the more common things you ll need to know Security of information Please do not allow any unauthorised access to your EFTPOS terminal or your zip zap machine If you have any concerns please refer to our suspicious transactions section on page 32 of this booklet We will also visit you from time to time and will if required check to see that your equipment is operating properly
27. reen voucher tray single 6 Mail order schedule 1 pad 25 sheets 7 Mail order credit refund schedule 1 pad 25 sheets 8 Newspaper reproduction bromide single 9 Door sticker set 4 10 Merchant checklist sticker single 11 Tiny 3 card sticker single 12 Credit card merchant services sticker single 13 Card sticker including Amex and Diners single 14 Tent sign small single 15 Tent sign large single 16 EFTPOS off line vouchers 23 Note Please select the number of packs required maximum number is ten Using your merchant credit card facility Stationery 29 Returns Returns and exchanges If you have an established refund policy then the following can be used If one of your customers returns goods purchased from you please use the following procedures but please remember not to give out cash as a refund Providing you have seen proof of purchase e g the cardholder s copy of the original sales voucher you may complete a credit voucher Credit vouchers are easily distinguishable from sales vouchers by colour and format Credits are only to be given for goods originally purchased with Visa MasterCard Bankcard a The credit voucher is filled out in the same way as the sales voucher What if a customer wants to return goods for a refund Prepare the credit voucher for the full amount of the return What if a customer wants to exchange for goods of greater value Prepare a sales voucher for the difference betwee
28. rovided or approved by us 16 Sales by zip zap Using your merchant credit card facility Merchant required to use zip zap You must use a Zip zap in a manual card sales transaction If the zip zap is not working you must record your identification details the cardholder s identification details and the card s issuer number and validity dates on the sales voucher Merchant not to receive payments in respect of cards You must not receive any payment from any person other than Westpac for an amount which has been charged to a card Sales vouchers to be for total amounts Each sales voucher must record the total amount payable to you for each good and or service covered by the sales voucher except If the balance of the amount payable to you for a good or service is paid to you either in cash or by a cheque which is not post dated at the time the sales voucher is completed or If The good is to be delivered or service is to be performed at a later date The sales voucher is payment of a deposit in respect of the good or service A second sales voucher is completed for the balance of the amount payable to you at the time the good is delivered or service is performed Authorisation is required for both sales vouchers if either of the sales vouchers or the total amount recorded on both sales vouchers exceeds the authorised floor limit If an authorisation is required before a sales voucher can be generated the merchant m
29. rst day of the month up to and including the last day of the month shown on the face of the card Circle the date after checking validity Fill in the date a brief description of the goods or services the amount of the sale and initial the voucher All transactions are in New Zealand currency Ask the customer to sign the sales voucher Compare the signature on the sales voucher with the signature on the card If the signatures do not agree or if you are suspicious phone for authorisation via the IVR and follow the suspicious card procedures refer quick guide page 2 If the card has not been signed telephone for authorisation following the procedure of the IVR and record the authorisation number If the transaction is authorised ask the cardholder for additional identification and request that the card be signed If the authorisation is declined do not complete the sale If the sale is over your authorised floor limit please phone 0800 273 727 for an authorisation Write the authorisation number in the space provided Hand appropriate copy of sales voucher and card to cardholder Additional points to note a Retain bank copy for banking Retain merchant copy of summary and sales voucher for a minimum of 18 months Cash advances are not permitted and may be charged back to your account Merchant required to use approved stationery You must only use sales vouchers and credit vouchers which we have approved and zip zaps p
30. saction schedule and the merchant copy of the merchant summary are to be retained by the merchant with the coupons Credits Do not list credits on the mail telephone order transaction schedule Should an occasion arise where you have goods returned complete a normal credit voucher or complete a mail telephone order credit refund transaction and include the credit voucher s or schedule s on the normal merchant summary The maximum number of transactions deposited should be no more than 50 i e 50 sales or 5 pages of transaction schedules 26 Mail and telephone Using your merchant credit card facility Wi festpac VISA DATE vi 1 Tran Code MS Merchant Trading Name Merchant No 8 19 Microfilm reference number ojojo 0 Merchant s Signature Number of Items 26 28 C Contact Phone 31 Total Amount NOTE A cheque for the total amount is to be lodged with this schedule if banking credit vouchers schedules only 3 Cardholder Name is Here Cardholder Number i 1 4 27 1 0051 2 0051 3 0051 4 0051 5 0051 6 0051 7 0051 8 0051 9 0051 10 0051 TOTAL 61954WT 11 06 MERCHANT TO RETAIN IN FILES FOR 18 MONTHS MERCHANT S RETA
31. ss Responses from your customers must be enclosed in an envelope to ensure that the card details are not visible The order form which is to be returned to you by your customer must include the following information Merchant name and address Description of goods or services such as a travelling bag a Six monthly premium 12 months magazine subscription Amount of purchase la ae ll tai a The cardholder details as follows Please debit my Visa MasterCard Bankcard number Signature Expiry tii A AA A A da dinar 24 Mail and telephone Using your merchant credit card facility Westpac visa MAIL ORDER TELEPHONE ORDER TRANSACTION SCHEDULE USE FOR MASTERCARD AND VISA CARDS SALES S 19 Microfilm reference number Number Merchant No of Items 1_Tran Code 4 8 1 26 28 31 Total Amount y DATE D Merchant Trading Name CONTACT CONTACT NAME PHONE Signed mail order instructions are held in respect of the undermentioned transactions and MERCHANT F A y Pi i SIGNATURE will be furnished on request or valid telephone order instructions have been obtained a A Start kati ay Cardholder Expiry
32. t Check the validity and expiry dates of a card a Check that the account number of a card is not listed on a restricted card list issued by Visa MasterCard and or Bankcard Compare the first four digits of the embossed card number to the number that appears directly below it Compare the card number or the four digit truncated account number indent printed on the signature panel on the reverse of the card to ensure that it matches the card number or the last four digits of the embossed account number on the face of the card Compare the signature on any sales voucher or transaction record with the signature on the cardholder s card and If the card has a photograph of the cardholder compare the photograph and the person presenting the card to confirm that they are the same person No minimum transaction amounts You must not require a minimum amount for any transaction No charges or fees You must not directly or indirectly Charge a fee when you receive payment for goods and or services via a card sales transaction if you would not have charged that fee had you received payment in any other manner or Charge a fee which is associated with the use of a card and you must not display a sign which states or otherwise advertise that you will do so Merchant not to provide cash advances You must not Charge any amount or allow any amount to be charged to a card in exchange for advancing cash to the cardholder and a
33. teps to follow after authorising any manual sale You are required to deposit sales and credit vouchers within three bank business days of the transaction When preparing your deposit separate the sales and credit vouchers they are different colours for your convenience Then count the vouchers and add each group Within each batch there should be no more than a total of 50 vouchers Imprint your merchant name and number on the merchant summary by using your merchant identification card on the zip zap Ensure that the details are clearly imprinted on all copies If your zip zap is faulty hand print the details Complete the merchant summary using the details provided Date Total number of sales vouchers Total dollar value of sales vouchers Total number of credit vouchers Where there are only credit vouchers or where credit vouchers exceed sales for that day enter the net total amount and circle that figure Signature Contact phone number with area code Place in the freepost envelope The bank copy of the merchant summary The bank copies of the sales vouchers and credit vouchers The credit copy of the summary record where there is a net value of sales over credits The debit copy of the summary record where there is a net value of credits over sales Please do not put cheques or cash in the freepost envelope and do not use pins or staples Seal the freepost envelope The merchant
34. to existing rules Time out error The transaction was not completed within the programmed time period Attempt the transaction again If the message reappears contact the Paymark help desk on 0800 800 996 14 Authorisation Using your merchant credit card facility Term What this means What you should do Trans unavailable The transaction you are attempting is temporarily unavailable Contact the Paymark help desk on 0800 800 996 Trans complete The settlement transaction has been successfully completed Everything ok Unable to process cannot process The terminal is unable to process the transaction The condition may be caused by a number of problems Contact the Paymark help desk on 0800 800 996 Using your merchant credit card facility Authorisation 15 Sales completed manually by zip zap Sales procedures These are the key steps involved in sales using the zip zap machine Place the card face up in the zip zap Place a sales voucher face up in the zip zap over the card a Make the imprint by firmly moving the handle completely across the sales voucher and then return it to the original position a Ensure that all details are clearly imprinted on all copies If the zip zap machine is faulty hand print all card details on the sales voucher Check the expiry date on the card to ensure that the card is valid Cards are valid from the fi
35. tomer to contact their bank Card expired The card has expired Refer the customer to their bank or institution which issued the card Card number error The card number is not recognised by the system often this is a problem with the encoded information on the magnetic strip on the card The customer should contact their bank and off line vouchers must not be used Card type error The terminal has not been set up to accept this type of card Contact your bank to see if this can be arranged Code 10 Suspicious card Refer to suspicious card procedures on page 2 or page 32 12 Authorisation Using your merchant credit card facility Term What this means What you should do Comms error This is a problem with the telecommunication link between the EFTPOS terminal and Paymark Check all telephone connections contact your bank and the Paymark help desk If the problem continues manual off line vouchers may be used Declined The transaction has been declined This is not necessarily a lack of funds or available credit in the bank account There are various reasons for this response including insufficient funds a stop on the account the type of transaction attempted is not supported or invalid information has been entered Have the customer pay by other means and refer them to their bank for further information For
36. u must notify Westpac and ask for further instructions Authorisation by EFTPOS Authorisation is automatically obtained through the EFTPOS system whenever a transaction is processed by you The message display indicating ACCEPTED is confirmation of authorisation Please refer to your terminal suppliers guide for assistance Obtaining an authorisation by itself is not a guarantee of payment Using your merchant credit card facility Authorisation 11 EFTPOS definitions The following terms come up from time to time on your EFTPOS terminal screen Included is an explanation of what they mean and instructions on what you should do if a particular message appears Please note Do not use a manual voucher for transactions marked unless instructed by Paymark or you obtain authorisation for the recognised card types Term What this means What you should do Accepted The transaction has been accepted and the merchant will receive payment from the bank Nothing everything ok Account error The customer has selected an incorrect account Please try again Ask the customer to reselect a correct account Cannot complete issuer failure Card error refer The transaction cannot be completed The customer will need to contact their bank or the institution which issued the card Ask the customer to contact their bank or the institution which issued the card Ask the cus
37. ure that they are the same The terminal has finished printing details of the Amount of the sale Date of the sale Time of the sale and Terminal receipt number on the transaction record and a the terminal has confirmed that the electronic card sales transaction has been accepted through the display of the word ACCEPTED on the terminal Where your terminal is not correctly operating or in any other circumstances stipulated by Westpac from time to time you may accept payment for goods and or services by completing a manual sales voucher Settlement Settlement to your merchant account for electronic processing of EFTPOS transactions is determined by the time we receive your transactions Manual paper transactions a Availability of funds banked manually using your bank branch will depend on the bank s policy on cleared funds Electronic EFTPOS transactions Merchants who settle before 10 30pm usually receive cleared funds to their account on the following bank business day Merchants who settle after 10 30pm usually receive cleared funds two bank business days following settlement The settlement of all weekend transactions usually takes place on the following bank business day and clear funds are usually available one business day later 20 Sales by zip zap Using your merchant credit card facility 0003 003 005791 3 Westpac Merchant Summary VISA DO NOT REMOVE THIS COVER SHEET UNTIL AFTER
38. ust obtain that authorisation on the date on which the sales voucher is generated and the merchant must write the word deposit or balance on the sales voucher as appropriate The merchant must not deliver to the bank a sales voucher for the amount of the balance before delivery of the goods or services Merchant to offer cardholder a transaction record or sales voucher You must offer the cardholder at the time of a card sales transaction except for a card sales transaction completed by mail internet or telephone a copy of the relevant transaction record or sales voucher as the case may be In the case of mail telephone or internet orders the Merchant must give the cardholder the sales voucher as soon as reasonably possible after the cardholder requests it You must also write MO for mail order or TO for telephone order on the sales voucher before presenting it to the bank Using your merchant credit card facility Sales by zip zap 17 Information recorded on a transaction record or sales voucher The information recorded on a transaction record or sales voucher must include The amount and currency of the sale The date and time of the sale a A description of the goods and or services sold Details of the card number and expiry date the cardholder identification details details of the zip zap and the merchant s identification details and The authorisation number if an authorisation is required
39. want to keep this handy to your phone If authorisation is declined the transaction must not proceed Note This section does not apply to transactions processed electronically through EFTPOS unless the system is unavailable Authorisations You must obtain an authorisation for a manual card sales transaction if The manual card sales transaction is in excess of the authorised floor limit The relevant cardholder does not present the relevant card to you The signature panel on the relevant card is blank A sales voucher cannot be imprinted with the relevant card a You are suspicious of the manual card sales transaction and or the relevant cardholder or The account number of the relevant card is listed on a restricted card list issued by Visa MasterCard and or Bankcard and in any other circumstances which Westpac advises you You must not accept payment for goods or services via two or more card sales transactions so as to avoid obtaining an authorisation If you are required to obtain an authorisation you must use your best efforts by reasonable and peaceful means to retain the relevant card while you try to obtain the authorisation Obtaining an authorisation by itself is not a guarantee of payment 08 Authorisation Using your merchant credit card facility Obligation to detect forgery You must use reasonable care to detect forged or unauthorised signatures and fraudulent use of PINs or cards As a minimum you mus
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