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 service 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
Issue no. 02
Learn how to:
- Manage your chargebacks
- Take control of your PDQ terminal's finances with end-of-day banking
- Use voice authorisation
Chargebacks
Managing your chargebacks…
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. If your business should receive a retrieval request, it is essential to reply promptly - providing all the details you hold relating to your customer and the goods/services supplied.
A retrieval request is not a chargeback, but it can be closely followed by one – for example, if the information that you provide is insufficient to address the query or is not received within the time limits given.
What is a chargeback?
A chargeback may occur when a cardholder disputes a transaction, or when the Card Issuer rejects the payment as it has not been authorised correctly. This can result in us debiting (charging back) that payment from your bank account.
Chargebacks can be raised by the cardholder or the Card Issuer up to 120 days from the date that the transaction was processed - there are, however, exceptions to this rule. You should also note that chargebacks do not have to be preceded by a retrieval request.
Minimise your risk
A transaction can be charged back for numerous reasons, and any business – regardless of their size or the sector in which they operate - can be affected.
In many cases, chargebacks can be minimised and it is therefore important that you keep us up to date with changes to the way in which you accept card payments. This will allow us to provide appropriate guidance, advice, products and / or services to assist you.
For example:
If your company decides to accept payments via telephone, mail or Internet, this may increase the risk of chargebacks as payments processed in a 'Card Not Present' environment are particularly prone to chargebacks.
Our products support various security features to help reduce this risk and we can also recommend additional simple yet effective processes that you can implement when taking the order details.
We're here to help
Reducing the costs that you incur as a result of retrieval requests and chargebacks is one of our key objectives, and we will do all that we can to defend potential chargebacks on your behalf. We are also able to provide informative support to help you understand the reasons for any chargebacks you receive.
If you would like further information about chargebacks or if you have any questions about this article, please refer to your procedure guide.
End of day banking
End of day banking
It's good to know where you stand
– especially when it comes to your finances.
These days, we all use technology to check up on our current situations – whether it's a 'hole in the wall' for mini statements, internet banking to glance at our current accounts or even browsing a social networking site to see what our old school friends are up to now.
It's good to be in control
– and it's never been easier to take control of your PDQ finances.
One of the most useful features on our terminals is called 'end of day banking' (EOD) and it could save you time and money. EOD banking is essentially a mini financial report of the day's trading, breaking it down into card types to easily show you what payments you have taken and your totals for the day.
EOD banking resets the totals in your terminal every time it is performed, therefore showing you only the current totals from that day – in addition it will give you a reminder of the previous day's totals. This means you can quickly view your daily transaction totals at the touch of a button.
It's good to have what you need
– when you need it.
Performing EOD banking every night means you can have details of your daily trading in front of you whenever you need them. You will be less likely to need to call us, thus saving you time and money.
EOD banking is a simple process that takes just seconds to do. There's nothing technical about the process: all you need is your PDQ machine and a supervisor card. Select banking from the system menu, swipe the supervisor card and the machine will print you off a report.
So remember – bank and swipe, every night!
Use voice authorisations
Voice authorisations
Why the need to call for authorisation?
Most of the time your terminal will automatically call out to the Card Issuer for authorisation – in these instances you do not need to call us yourself. On occasion your terminal may prompt a referral, asking you to call authorisation. These referrals are a prompt from the Card issuer and could be for a number of reasons i.e. checking security of the card. In addition if your terminal is not working and you have to use Manual Vouchers you will need to call us to gain authorisation. You may also make a Code 10 call to authorisations when you are suspicious.
About the Barclaycard Authorisation service
To speed up your transaction processing, our Authorisation department operates an automated Authorisation 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 enter 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 & benefits of the automated authorisations 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.
