Processing credit cards

Basic transaction

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

1. The display should say "CREDIT...SALE...ACCOUNT". If not, hit the red MENU ESC/CANCEL button
2. Get the credit (or debit) card from the customer.
3. Swipe the card with its magnetic stripe to the inside (or manually key in the credit card number and expiration date)
4. The display should say "CREDIT...SALE AMOUNT?"
5. Enter amount without decimals and then hit the green ENTER key.
   • For instance enter $15.75 as 1575 ENTER ???
   • Double-check the amount with the database amount. They should be the same.
6. Wait for system to print the credit card slip.
   • 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.
   • The display will say "DIALING, PROCESSING, APPROVED"
7. The machine will print out a slip for the customer to sign. (Don't tear it off until you see the signature line.)
8. Press the green ENTER key to get the machine back to the main screen.
9. Finish database transaction (and print itemized receipt if desired).
10. Have the customer sign the slip.
11. Compare signature to back of card.
12. Give customer the card and the unsigned copy of the slip (and the itemized receipt if desired).
13. Write the receipt number on the signed copy of the slip.
14. Put the signed copy of slip with checks in drawer.

Updated Transaction Protocol

1. Hold onto the card until the slip is done printing!
2. IMPORTANT: if you see a note on the slip 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 card holder. Without imprinting cards when asked, we have no security should the card holder 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)

Need to check to see if this is still correct.

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

1. Hit the MENU key
2. Enter todays date at password prompt (MMDDYYYY)
3. Hit ENTER (on first item) for REPORTS
4. Hit ENTER (on first item) for DEFAULT REPORT
5. Machine will print out the report.
6. Find the OVerall amount at the bottom and record it on the Till worksheet.
7. Attach the report to the End of shift form.

Refunds, mistakes, and other miscellaneous transactions

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

Hit the yellow CLEAR key and re-enter.

Reprint a transaction

The display should say "CREDIT...SALE...ACCOUNT". If not, hit the red MENU ESC/CANCEL button

Press the ALPHA/REPORT button

Enter date MMDDYYYY at password prompt

Press 2 for Any Receipt

Select CREDIT CARD (probably -- we don't do debit cards)

Enter the transaction number. Hit ENTER

The machine will print out a slip for the customer to sign.

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

• press "f" and "4" at the same time, enter date, enter transaction number,

hit enter 3 times. golden.

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 an imprint of the card at the time of the transaction. Each credit card station should have an old-fashioned manual imprinter (lovingly referred to as a "Kachunker") and a supply of receipts. This will happen if the number is manually entered, but also there are cards flagged to require this verification to avoid fraudulent use of the card. It is very important to follow this procedure if the receipt requests it.

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).

Need to check to see if these are still correct:

If the card does not read properly

hit "1", enter the cc # and proceed ???

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#
• Note: Sometimes the cc machine will not respond if you choose last transaction. In that case choose other and give it the reference number.

What if card is unauthorized?

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

The machines

The combined credit card swiper and receipt printer

• The yellow CLEAR button is on the bottom row of the keypad (beneath the number 9).
• The red MENU ESC/CANCEL is on the bottom row of the keypad (beneath the number 7).
• The green button in the lower right is both the ENTER key and the PAYMENT key.
• Cards are swiped through the slot on the right hand side, stripe facing inward and down.
• Cards may be swiped either top to bottom or bottom to top.
• The machine needs to be plugged in to the correct network and phone lines and power for it to work properly.
• 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 our network connection is down, the machine will try to connect via the phone lines. This could take a little while, and 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 NURIT 8400

Date and time ???

Where problems can occur

???

Credit Card Fees

Need to check to see if this is still correct.

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)