Download Merchant Operating Guide - Personal - Online Banking | ANZ PDF

TitleMerchant Operating Guide - Personal - Online Banking | ANZ
File Size622.1 KB
Total Pages20
Table of Contents
                            1. Welcome
2. Important Contact Details
3. Floor Limits and Authorisations
4. Fraud Minimisation
5. Security Tips for Mail, Telephone and Internet Order Merchants (for approved Merchants only)
6. Processing a Sale
7. Processing a Refund
8. Banking Vouchers
9. Errors and Disputes
10. Security of Information
11. Stationery
12. Change of Business Details
Document Text Contents
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5. Security Tips for Mail, Telephone and Internet Order
Merchants (for approved Merchants only)

NOTE: Where an Authorisation is obtained for a Transaction, it does not guarantee that
the Transaction is being made legitimately by the customer. An Authorisation on
a Mail, Telephone (MOTO) or Internet Order Transaction may be Authorised on a
card or card number which has been stolen or fraudulently used.

The following procedures are vital in helping you identify and minimise fraudulent credit
card Transactions.

• Obtain the credit card number, expiry date, customer’s full name, address and contact
telephone number

• For telephone orders, record the name of the caller

• Do not accept an order or process a Transaction from anyone other than the

• Obtain Authorisation for all Transaction amounts over your Authorised Floor Limit

• Obtain an Authorisation if you have any doubts about a Transaction

• Check the telephone directory to verify the customer’s name, address and telephone

• For telephone orders, wait for a short period of time after the call is terminated, call
the given contact telephone number and ask for the caller. Confirm the details of the
order and record the date and time that you spoke with the person

• If a person who has ordered goods by telephone or over the Internet notifies you that
they will be attending your premises to pick up the goods, advise them that they will
be required to present their credit card to you at the time to confirm the details given
by telephone or over the Internet. Take an imprint of the card and obtain a signature
when it is presented

• Ensure deliveries are always made by your courier or a reputable courier engaged by
you rather than your customer

• Ensure that the person making the delivery delivers the goods to a person inside
the delivery premises or that the person collecting the goods comes from inside
the premises. The person making the delivery should also obtain the signature and
printed name of the person who accepts the delivery of the goods. Delivery couriers
should be suspicious of people who approach them outside a delivery address eg. on
a veranda when they arrive at the address or if they are met outside on the footpath

• Where delivering to company premises, ensure that the person accepting the delivery
is an employee of the company. Request proof of identity and obtain a signature

• Deliveries should not be made to parks, carparks or public places

• Deliveries should not be left at unattended premises

• Deliveries should not be made to hotels, motels or Post Office boxes

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11• Provide your customer with a receipt number for the Transaction and maintain

a record of that receipt number for at least 30 months

• Extra caution is necessary when dealing with orders from overseas

• For Transactions you consider to be high value, it may be prudent to request the
customer to fax the front and back of their credit card to you as well as suitable
identification such as a driver’s licence

Adopting some or all of these suggestions does not guarantee that you will avoid credit
card fraud. Your liability for credit card fraud is detailed in your Merchant Agreement.

If you are suspicious of any Transactions, contact the Authorisation Centre shown in this
guide prior to dispatching the goods.

6. Processing a Sale

• Perform security checks described in section 4 - Fraud Minimisation

• Imprint the customer’s card onto the sales voucher

• Remove the cover sheet as well as its attached carbon and destroy

• Check that the imprinted details are clear

• Complete the voucher entering the final amount

• Have your customer sign the voucher

• Compare the signature on the voucher with that on the card

If they do not match, do not complete the Transaction and seek an alternative form of
payment. Contact the Authorisation Centre on 1800 999 205.

Remember to seek Authorisation for all purchases over your Floor Limit.

Reminder: A merchant is not permitted to process a manual Transaction on an
unembossed credit card as they run the risk of the Transaction being dishonoured
(charged back).

To Obtain Authorisation, Contact the Authorisation Centre

If the Transaction is approved, record the Authorisation Number on the voucher.

If the Transaction is declined, seek an alternative method of payment and advise the
customer to contact their Card Issuer.

When the Transaction is in order, hand the customer the yellow (Customer) copy of the voucher
and their card. Retain the Merchant copy for your records and the Bank copy for banking.

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Instructions appearing in this Merchant Operating Guide form part of your Merchant Agreement and
may be varied or replaced by ANZ at any time.

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