How to process transactions

Ensuring that you, and your staff follow the correct procedures for processing payments, and make the relevant checks along the way is the most effective way to protect your business from the effects of fraud and chargebacks.

In this section we'll provide you with guidance and tools to help you ensure your business is processing payments correctly, as well as details on how to understand your merchant statement online.

Processing payments via your terminal

After manually checking a card, your terminal should automatically seek authorisation for the transaction. Occasionally you may be prompted to ring for manual authorisation. If the card or cardholder's authenticity is suspect, call our authorisation department and say you'd like to make a 'Code 10' call. The operator will immediately understand the situation and take you through the process as swiftly as possible to avoid arousing suspicion.

When the transaction's complete, you should forward it to us for processing, and when ready, your bank will be credited with the total due. Your merchant statement will show the number and amounts of all transactions processed by us that month, including any service charge that's due.

Processing paper transactions using an imprinter

If you have to use paper processing because your PDQ terminal is out of action or there's a network or power failure, you can use your imprinter as a back-up and complete the transaction using a sales voucher. Please make sure you report all faults to our PDQ Helpdesk so we can schedule a visit from an engineer if necessary.

Please note that Visa Electron transactions can't be processed manually – only electronically via your terminal. And UK Maestro and Solo transactions can only be processed using an imprinter if the terminal is not functioning correctly.

You should store all completed sales vouchers for at least 6 months after the transaction.

Processing transactions when a customer is present

• Place the card face up on the imprinter.
• Place the sales voucher, face up, over the card and operate the imprinter.
• Remove the sales voucher and card from the imprinter. Using a ballpoint pen and writing clearly, note all the necessary details, including the date, the amount of each item, the transaction total and a brief description of the goods on the sales voucher.
• If the customer's using a purchasing card, they may require a customer reference number to be recorded in the relevant boxes on the sales voucher.
• If you're selling fuel, use the 'For Merchant Use Only' boxes on the sales voucher to record the vehicle registration number.
• Should you make a mistake when entering the details, you must destroy the voucher and start again as altered vouchers will not be accepted. Never pin, staple or fold vouchers as this can cause problems with processing them and releasing payment to you.
• Ask the cardholder to sign the sales voucher in the box indicated while you hold the card and watch the voucher being signed.
• Check that the signature on the sales voucher matches the signature on the reverse of the card and that no attempt's been made to disguise it.
• If the transaction value is over your floor limit you must call us to request voice authorisation. Never split the sale into smaller amounts and process more than one payment as this can result in a chargeback if disputed.
• Please remember that voice authorisation must also be obtained for all Solo and Purchasing card transactions.
• Key in the transaction when your PDQ terminal is working again, taking extra care to check the details for any input errors before you proceed. If at a later date, the transaction is charged back due to invalid details being input, your company may be debited with a chargeback.
• If the transaction is accepted, file the sales voucher in case of a subsequent dispute. Do not bank the voucher as you will be credited by your PDQ terminal.
• If, when key entering the transaction, you receive a 'cannot process' message, bank the sales voucher for processing. Transactions will be honoured as long as you have obtained authorisation when required, followed all the procedures correctly and reported the fault to us, so that it shows on our log reports.
• Pay vouchers into your bank account within 2 days.

Calling for voice authorisation

You'll be prompted for the following information when you call for authorisation:

• Your merchant number
• Transaction type – you should say "standard authorisation"
• The card number embossed on the customer's card
• The expiry date of the card
• The issue number if applicable (UK Maestro and Solo cards only)
• The amount of the transaction (whole pounds only)

If the transaction is authorised, you'll be given an authorisation code by a voice response service, which may include numbers and letters. Write the code in the appropriate box on the sales voucher. Detach the cardholder copy of the sales voucher and hand it to the customer with their card and goods.

If authorisation is refused

You should return the card to the cardholder, unless otherwise instructed by the operator, then explain that the card's been declined and ask for another form of payment.

If the transaction is referred to an operator

You should follow their instructions and be prepared that they may need to speak to the cardholder directly to confirm security information. Once the procedure's been completed and all the required checks have been carried out, you must ensure that the necessary details of the transaction have been clearly recorded on all copies of the sales voucher.

You should then detach the cardholder copy of the voucher and hand it to the customer with his or her card and their goods.