Everyday Resources

Best Practices for Handling Point of Sale (POS) / Card Present Transactions

Check Transaction Amount: Make sure the amount charged is what was agreed upon.
Keep Receipts: Save copies of all receipts and compare them with your merchant statements regularly.
Limit Access to POS Machines: Only allow bank officials to use the POS terminal.
Log Maintenance Visits: Write down any maintenance visits by bank officials and keep a record.
Verify Official ID: Check the ID of anyone who comes to maintain the machine. If unsure, call your bank to confirm.
Don’t Leave POS Unattended: Always keep an eye on the POS terminal—never leave it alone.
Handle Equipment Carefully: Treat the POS terminal with care since it’s expensive.
Complete Daily Settlements: Follow the correct steps to settle transactions at the end of the day.
Keep Proper Records: Maintain invoices and other supporting documents pertaining to the transaction and signed slips for at least 18 months to support if there are any disputes.
Check Card Details: Verify the first six (06) and last four (04) digits of the printed slip against the actual card to ensure its valid and not a counterfeit card.
Protect Customer Data: Don’t save full card numbers in any records.
Document Deliveries: Keep detailed records of what you delivered and any proof.
Report Suspicious Activity: If you notice anything strange, contact your bank right away.
Know CODE 10 Practices: Understand CODE 10 procedures for added security.
A “Code 10” call is a way for merchants to inquire with an issuing bank regarding the possible fraudulent use of a card /counterfeit attempt. The bank would inform the merchants whether the card has been reported lost/stolen or else verify the authenticity of the transaction with the customer and instruct merchant on further proceedings.
Respond to Theft or Threats: If there's theft or a threat, contact local law enforcement immediately.
Use Cameras: Place cameras to monitor cash counters and POS terminals.
Train Your Staff: Ensure staff handling payments are well-trained.
Manage Lost Cards: If a customer leaves a card, contact the bank to block it until the customer comes to pick it up.
Help with Disputes: Assist the Bank / Customer in resolving disputes as quickly as possible.
Provide Documents to the Bank: Give the bank any requested documents for verification or investigation.
Avoid Unauthorized Transactions: Don’t process transactions for someone else, as this breaks the rules.
Don’t Dispense Cash for Card Transactions: Never give cash in exchange for card transactions.
Collect Evidence for Inquiries: Whenever possible, gather information that may help with future questions, like noting vehicle numbers during fuel transactions.

Do’s & Don’ts for Manual Key Entry (MKE) / Card Not Present Transactions

Do’s

Limit MKE to Trusted Customers: This payment option should be made available exclusively to known customers with an established relationship and/or a proven transaction history with the Merchant considering the higher fraud risk of this transaction mode which could result a chargeback loss.
Collect Card Information: Get the card number, expiry date, and cardholder name using a secure format (like email or fax).
Gather Customer Details: Ask for the customer’s address and phone number.
Process Partial Payments: Suggest taking a partial payment as an MKE transaction and finishing the rest as a card-present transaction when the customer arrives with the same card.
Conduct Test Transactions: If the full payment is an MKE transaction, perform a card present (Chip) test transaction when the customer arrives. This test should be canceled, and the cancellation slip should be given to the guest.
Confirm Rates via Email: Clearly communicate the room rates (including taxes) from your official email, including hotel details and policies.
Send Receipt and Policies: Provide a receipt of the full charge along with your hotel’s refund and cancellation policies.

Don’ts

Avoid Third-Party Bookings: Don’t use this for bookings made by others who won’t be using the service, as these can lead to disputes.
No Manual MKE Methods: Only use the POS machine’s system for MKE authorization—don’t use manual methods.
Refunds Must Go to the Original Card: Refund only to the card used for the reservation; don’t send money to another card or person.
No Fund Transfers to Third Parties: Avoid sending money to anyone else, like travel agents or partners, for any reason.

You Should Be Suspicious Of

A customer attempting to hurry things up (mostly at closing time) or selecting items without regard to size, quality or value.
A customer buying clothes without trying them on.
A customer who takes another look at the Card before signing the charge slip.
An “edgy” or unusually nervous customer.
A customer’s signature that looks different from the one on the Card.
A high value transaction on a newly issued Credit Card.
Cards which are pulled out from pockets and not from wallets or purses.Card on which the validation period has expired.
Altered Cards.
Customers who fail to provide identification when requested.
Customers who purchase large items and insist on taking them immediately even if delivery is included in the price.
Ghost images of other numbers behind the embossing. This occurs when the Card has been re-embossed.
Customers purchasing an un usual amount of expensive items.
Customers who make several small purchases to stay under live floor limit or when customers ask what the floor limit is.
Customers who sign the sales voucher slowly and awkwardly.

Please Check The Following As Well

The Card number and the signature on the Card matches those on the signed slip.
Hologram (optional).
The Card relates to the holder in terms of name, age and gender.
Registration mark next to the Blue box logo.
The four digit batch code on the front of the Card is always printed (not embossed).
Cards are not transferable even among family members.
The Card (signature stripe) is not tampered with or damaged or a dull finish Card.
Card number on the front and the reverse of the presented Card should be similar.

Stay compliant with CBSL regulations

As per CBSL regulations, Merchant Discount Rates (MDR) cannot be passed on to customers under any circumstance.

If an MDR is charged and a dispute is raised, a chargeback will be initiated, debiting the merchant and crediting the cardmember.
If the charged amount differs from the final invoice, the merchant must refund the difference to the cardmember, even if a surcharge was communicated earlier.

Retain a copy of the valid Gem certificate preferably with a signature of the customer on the copy.
Maintain clear copies of all related invoice/s.
Obtain the customer’s contact details, including telephone number, valid email address, and postal address.
Provide a detail description of the item being purchased in order for the customer to have a clear understanding about the items purchased. (Example: Specify if gems are heated for color enhancements or indicate whether the item is 100% natural or polished, etc)
Communicate clearly to the customer that refunds will not be accommodated once the items are taken out of the merchant premises.
If case of delivery, keep Proof Of Delivery (POD) documents & clear description of the delivered item. (Example: Ensure proof that the item ordered is identical to the item delivered)
Maintain comprehensive Terms & Conditions and obtain the customer’s consent, regardless of whether the transaction is conducted as Card-Present or Card-Not-Present.
Retain any other important information related to the transaction.

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