Dialog magazine

Welcome to Dialog, our exciting quarterly magazine, where you can read the latest news about:

  • Getting the most out of your Barclaycard solution
  • New products and services from Barclaycard and how they could benefit you
  • Changes in the law you may need to be aware of, and how to protect your company
  • Dealing with challenges your business may occasionally face

Our latest issue (no. 03)

Learn about:

  • Voice authorisations
  • Card-not-present fraud
  • Chargebacks
  • V PAY
  • Viewscast

Jump to:

Voice authorisations

Voice Authorisations

Why the need to call for authorisation?

When you process a card payment electronically, in the majority of instances your terminal will automatically communicate with the card issuer for authorisation; however, on occasion your terminal may prompt you to call our authorisation service. This could be, for example, because the card issuer wishes to check the security of the card.

There may also be situations where you choose to call the authorisation service without having received a prompt; for example, if you are suspicious of a particular transaction attempt, or if your terminal isn’t working and you are using manual vouchers.  

About the Barclaycard authorisation service

To speed up your transaction processing, our authorisation department operates an automated facility. This enables you to ‘self-serve’ or to capture relevant data before your call is transferred to one of our Customer Service Advisors.

The system is easy to use and offers straightforward menu options to ensure that your calls are processed correctly - this incorporates voice recognition and touch tone technology, allowing you to input the information in the way that suits you best.

How to speed up the process

The system incorporates a ‘barge-in’ facility. For example, as the system begins to ask for a transaction type you can immediately respond with “Standard Authorisation” (or any of the other choices offered). You do not have to wait for the system to list all the available options if you already know what your input will be. This facility is available on all of the prompts.

What to do if it doesn’t recognise your voice?

If you do encounter a voice recognition problem, the system will give you an “Error Recovery” instruction, i.e. it will stipulate what you need to do next. It is very important that you don’t ‘barge-in’ at this point as this facility is disabled whilst the instruction message is being played. At the end of the message you can either key in or repeat the information; however, in order to maximise your ability to navigate through the system, at this point we recommend that you key in the details.

The system will attempt to recover voice recognition errors twice, but if you continue to experience difficulties your call will be routed to a Customer Service Advisor.

What is the outcome and benefits of the automated authorisation service?

When the system has captured all of the transaction data, you will be advised of the authorisation decision. If the transaction is a referral or a name and address check, your call (together with the data captured) will be transferred to a Customer Service Advisor.

We do hope that you have found this information useful; by successfully navigating through the automated system you will speed up the authorisation process at your point-of-sale and avoid the need to transfer to a Customer Service Advisor.

Card-not-present fraud

Card-not-present fraud

Card-not-present fraud

What is card-not-present?

A ‘card-not-present’ transaction is one where you (the merchant), or your payment service provider, do not have physical sight of the payment card. Examples include transactions taken over the internet and via mail order, telephone or fax.

How does card-not-present fraud take place?

Card-not-present fraud occurs when criminals obtain card details and use these to carry out transactions posing as the genuine cardholder. They can obtain the details through a variety of sources, including taking them from discarded receipts/statements or by copying them down during a genuine transaction.

Card-not-present is now the largest type of fraud in the UK*

Card-not-present transactions are more prone to fraud because:

  • they are not protected by Chip & PIN;
  • you accept them at your own risk;
  • you can’t physically check the card to make sure it’s genuine; and
  • you can’t verify the cardholder’s identity.

Methods to reduce card-not-present fraud:

  • AVS (Address Verification System)/CSC (Card Security Code) is available for businesses that accept card-not-present transactions. AVS allows you to verify UK billing address details while CSC cross-checks a special security code that is unique to the card.

    These extra data checks verify the additional information supplied by cardholders (to their card issuer or bank) and assist you in making the decision as to whether to proceed with the transaction. Please remember, however, that CSC/AVS does not give a guarantee of payment.
  • ‘Verified by Visa’ and ‘MasterCard SecureCodeTM ’ are secure payment systems that make it difficult for criminals to use stolen card details for internet transactions. These password-protected services enable card issuers to confirm a cardholder’s identity when a registered card is used to pay online, putting another barrier between criminals and card-not-present fraud.

    These systems also have the advantage of being global, and therefore address fraud overseas as well as in the UK.
  • We encourage all of our merchants to make use of appropriate card-not-present fraud prevention tools to add another layer of protection. Such tools might include intelligent fraud detection software, available from third-party providers.

Please note that gaining an authorisation code does not guarantee payment, but it does check if the card has been reported lost/stolen, confirm the availability of funds and reserve the transaction amount.

We’re here to help

Reducing the risk and costs that you incur as a result of fraud is one of our key objectives, and we will do all that we can to provide dedicated support in the management of fraud prevention and detection from a relationship perspective. We are also able to provide informative support to assist in understanding the reasons for any fraud your business suffers.

If you would like further information about fraud prevention and how Barclaycard Payment Acceptance can help to minimise your risk, or if you have any questions about this article, please contact our Fraud Relationship Manager: Joanne.lawrence@barclaycard.co.uk

* Source: © Card Watch c/o APACS (Administration) Limited 2009, sourced from: www.cardwatch.org.uk, date sourced: July 2009

Chargebacks

Managing retrieval requests

What is a retrieval request?

If a cardholder disputes a transaction, their card issuer will approach us to help them identify the payment details and we will send you a retrieval request. This will ask you for specific information that you hold relating to your customer and the goods/services that you sold/supplied.

A retrieval request is not a chargeback, but it is important that you reply to such requests promptly with the appropriate information as this may prevent a chargeback from following.

How much information should be sent?

In fulfilling (i.e. responding to) the retrieval request, most merchants send us one or two pages of information; however, in some cases we do receive excessive or irrelevant documentation which can result in the investigation of the dispute taking longer than anticipated. 

Consequently, with effect from 1st October 2009, the Card Schemes (Visa, MasterCard etc) will be introducing a fulfilment limit of 4 pages on retrieval requests.

Any retrieval request that you receive from us will clearly stipulate the information that we require and we would ask you to be extra vigilant in checking that you respond with only the information requested. If additional information is required after we have received your initial response, we will contact you again.

We’re here to help

If you would like further information about retrievals or chargebacks (including advice on how to minimise your risk), or if you have any questions about this article, please do call our Chargebacks Team on 01604 614012 (open 9am - 5pm Mon to Fri).

V PAY

How to say 'welcome' in eight different languages.

The new chip-only debit card from Visa

Visa pay Logo

Ciao, bonjour and willkommen to V PAY, the new European chip and PIN debit card from Visa. It was launched in Italy in September 2007, and banks in a further eight European countries have since committed to collectively issue approximately 41 million cards.*

As you already accept Visa cards, your terminals will automatically process payments from V PAY cards. All you need to do is display the V PAY logo at your point-of-sale.

V PAY is a new European Visa debit card with:

  • a V PAY logo on the front of the card.
  • A Primary Account Number (PAN) beginning with 4 and 16-19 digits long (this may not always appear on the card itself).
  • a chip read and PIN verification process.
  • a merchant service charge the same as Visa Corporate Cards.**

For further information, or if you have any questions, please contact our customer service centre on 0844 811 6666.

*Source: V PAY Today, Issue 4, Spring 2009. **This is a change to your terms and conditions.

Viewscast

Viewscast – have your say

Viewscast – have your say…

In 2008, we introduced a new feedback tool for customers who have spoken with our telephony Customer Service Team.

‘Viewscast’ enables our customers to score the service they have received and also offers them the chance to leave feedback to truly detail their experience with Barclaycard Payment Acceptance.

Since its inception, thousands of customers have been put through to Viewscast; many of whom have left detailed comments telling us what they thought of the service received so far and how they believe this could be improved in the future.

Honest feedback from our customers provides insight into their requirements and expectations, and helps us to shape our processes and procedures. We therefore value any and all comments.

If you would like to have your say about Barclaycard Payment Acceptance, when you next call our Customer Service Line (0844 811 6666) please ask your advisor to put you through to Viewscast.

 
 

Calls may be monitored or recorded for security and quality purposes. Calls made to 0800 numbers are free if made from a UK landline.

For BT business customers, calls to 0844 numbers will cost no more than 5p a minute, min call charge of 5.9p (current at August 2009). The price on non-BT phone lines may be different.

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