Processing credit cards

Basic transaction

This is what should normally happen during a normal sale or donation.

1. The display should say "FREE GEEK". If not, hit the CLEAR button
2. Get the credit (or debit) card from the customer.
3. Slide the card with its magnetic stripe to the outside (right)
   • You can slide towards or away from you. It doesn't matter.
4. Enter amount without decimals and then hit the blue ENTER key.
   • For instance enter $15.75 as 1575 ENTER
   • Double-check the amount with the database amount. They should be the same.
5. Wait for system to print the credit card slip. This could take a little time.
   • Use this time to ask if they want an itemized (FGdb) receipt
   • Do not actually complete the sale or donation in the database until the credit card transaction has cleared.
   • Do not return the card to the customer yet.
6. The machine will print out a two layer slip for the customer to sign. (Don't tear it off until you see the signature line.)
7. Finish FGdb transaction (and print itemized receipt if desired).
8. Have the customer sign the slip.
9. Compare signature to back of card.
10. Give customer the card and yellow copy of the slip.
11. Write the receipt number on the white copy of the slip.
12. Put the white copy of slip with checks in drawer.
13. Press CLEAR button to get back to main screen.

Updated Transaction Protocol

1. Hold onto the card until the slip is done printing!
2. IMPORTANT: if you see a note on the slip in red like "PLEASE IMPRINT THIS CARD" you MUST do it before handing the card back.
3. Use the manual credit card imprinter (under the desk on the right side) and - "ker-chunk" - take an imprint of the card onto one of the slips provided or directly onto the receipt (if possible). We need an imprint of the entire card. MK or Richard can show you how it works.

Why do we have to do this? This imprint is our proof that we had the card and person present and the sale is allowed by the cardholder. Without imprinting cards when asked, we have no security should the cardholder dispute the charge and we'd just have to return the money.

Please read the credit card slips before handing them off so we don't miss these.

Transactions from Remit Envelope (aka over the phone)

From the remit envelope you should have the following information. If you are missing any component, ask for it while you are on the phone with the individual, in addition to the information requested in the numbered steps below.

You should already have (or will need to ask for):

• Full Name (as it appears on card)
• Phone number
• Billing Address for credit card (credit card machine needs this)
• Zip code for Billing Address.
• Mailing Address & Zip code (we mail receipt here)

Then:

1. Call the person listed. You must reach them in person to tell them you will be processing their card.
2. Ask them for their BILLING address AND the 3-digits from the back of the card (CDD).
3. Verify amount they opted to donate before running the card.
4. Ask them to hold, place them on hold, then run the card as follows:
5. Press "1" for "Sale" and follow the prompts by typing in the requested information. When prompted, press "#" to complete an entry.
   • full card number
   • expiration date
   • AVS = numbers only from street address (ex. 1731 SE 10th Ave. = 1731)
   • zip code
6. IMPORTANT: When the receipt prints, make sure it has an approval code. This means the transaction went through.
7. NOTE: You may get a message saying "AVS doesn't match" or "Zip doesn't match". This does NOT mean the card was declined. It still may have gone through. Again, check for an approval code on the receipt. The approval code is the indicator that the card was accepted & charged, even if the zip or address didn't match.
8. Pick up the call and tell the person the transaction is complete. We can mail them the YELLOW copy of their receipt. Verify their mailing address, which may differ from their billing address.
9. NOTE: This transaction will NOT be included in the database as is a monetary donation because it has no gizmos included in the donation.

End of the day procedure

NOTE: This needs to be done before 8 pm. At 8pm the machine sends its daily report to the credit card company and resets its information for that day.

1. Display should say "FREE GEEK". If not, hit the CLEAR button
2. Hit the blue FUNCTION key
3. Hit the 3 (LOCAL REVIEW) and the blue ENTER key
4. Hit the 1 (PRINT) and the blue ENTER key
5. Hit the 1 (DETAIL) and the blue ENTER key
6. Machine will print out a report.
7. Find the NET amount and record it on the Till worksheet.
8. Attach the report to the End of shift form.

Refunds, mistakes, and other miscellaneous transactions

If the card does not read properly

hit "1", enter the cc # and proceed

If you're entering the amount and you get it wrong

Hit the backspace key and re-enter.

If you have completed the transaction (but it's before the end of the day)

Use the VOID function to correct the mistake

• press 5, then the ref#, enter, amt, enter

If there was a mistake from yesterday (or before)

Use the RETURN function to correct the mistake

• press 3, then swipe the card or enter the card number, amt, enter

What if paper jams? Can we reprint transactions?

Yes. FUNCTION 6, 1 to print, enter, 0 for the last transaction or 1 for other, enter

• if other you will be prompted for the ref#

What if card is unauthorized?

The machine will cancel the transaction and print "CANCELED" on the slip.

What if people want cash back?

We cannot do this at this time, since it requires processing debit cards with PIN verification. We do not offer this service at this point, but may be able to do that in the future.

What if the receipt says "PLEASE IMPRINT CARD"?

We must take a rubbing of the card at the time of the transaction. This is imperative and should be done directly onto the receipt or onto a piece of paper attached to our (white) copy of the receipt.

What if the receipt says "CALL 201" or "CALL VERIFICATION"?

Keep the card in hand and call the number on the back of the credit card immediately. The bank associated with that card will then have you and the cardholder verify that the transaction is allowed by the cardholder & the cardholder is truly the person who owns the card. You will then be guided by the contact on the phone to proceed with the transaction (or not).

The machines

The credit card swiper

• The CLEAR button is on the top right hand side of the keypad.
• The blue button in the lower right is both the ENTER key and the FUNCTION key.
• Cards are swiped through the slot on the right hand side.
• Cards may be swiped either top to bottom or bottom to top.
• The machine needs to be plugged in to the correct phone line and power for it to work properly.

The receipt printer

• This takes 2 ply paper that will print a white and yellow copy of the credit card slips.
• There is an on/off switch to the left of the paper roll.
• The machine needs to be plugged in to power for it to work properly.
• There is a square FEED button on the right to advance the paper out.
• There are POWER and PAPER LOW indicator lights right above the FEED button.

Notes

• We are imposing a $5.00 minimum on all credit card transactions.
• We may NOT give cash back on credit or debit cards ever! Not even internally with staff. If you have overcharged, process a refund on the same machine.
  • If we want provide this in the future, we need to upgrade to terminals that allow customers to enter their pin. This costs more money.

Tech support and troubleshooting

• If the phone line is in use you will have to wait longer. This could happen if:
  • We are sending or receiving a fax
  • The other till is conducting a credit card transaction
  • Tech Support is testing a modem
• Talk to Richard or Michael for questions.
• Our contact is Eric Jenks, 888.249.9919 (tech support or other issues)
  • Alternately, 877.564.5656 (option 1) is the number for Nationwide Payment Solutions which can also handle tech support issues 24/7.

Configuration of the trans 380

Date and time

• Press "*" and "3" together (it should say "diagnostics")
• Press the "alpha" key
• follow the prompts for year, month, day, hour, minute, second, enter after each one.

Where problems can occur

• Somewhere in our phone system (check to see if fax machine can be dialed or dial out)
• The phone line could be out (do the other phones work?)
• Something on their end, call TMC
• Important - Sudden loss of power can corrupt the programming in these machines or even fry them.

Credit Card Fees

We are charged 22 cents for EVERY credit card transaction. In addition, there is a percentage fee per transaction:

• 1.75% for credit cards swiped in person
• 1.60% for debit cards processed as credit in person
• 2.35% for rewards credit cards
• 2.35% for hand entering number with all CORRECT contact information
• 2.99% for hand entering card with any INCORRECT contact information
• 2.99% for corporate or business cards

See also

• Beancounting
• Credit card machines
• Total Merchant Concepts (our credit card processing company)