merchant-agreement

16
Processing a refund via paper credit vouchers
Complete a credit voucher ensuring all details are completed. The credit voucher to use is
dependent on the original sale type and is either an EFTPOS Refund Voucher (Item Code
545-203) or a credit card credit voucher (Item Code 141-110).
Both vouchers are distinguishable from sales vouchers in colour and format. If the
cardholder provides the card at the time of the refund, imprint the card with your manual
imprinter and ensure the details are clear on all copies of the voucher.
Banking manual vouchers
Once the voucher has been completed and signed by the merchant, it should be banked
with other manual sales vouchers. If there are no sales vouchers to be banked, the refund
vouchers should be presented with a cheque for the amount of the refund transactions.
A merchant summary should also be completed and attached to manual sales vouchers.
Manual ‘paper’ vouchers must be banked within 3 business days of the original transaction.
If you do not comply you may suffer chargebacks for ‘out of time’ transactions.
12. Fraudulent transactions
Fraud is an issue for many merchants and can have a substantial impact on your business.
You should have policies and procedures in place to handle irregular or suspicious
transactions and to detect suspicious cardholder behaviour. You should ensure that all your
staff understand the built in security features of the legitimate cards and can identify these.
For further information, please read the NAB Credit Card Fraud Protection booklet.
Remember, if a sale seems too good to be true or suspicious in any way, it may be
fraudulent!
Use of counterfeit or stolen cards
Always attempt to insert or swipe a card through a terminal/PIN pad or take a manual
imprint of the card.
By ensuring that every transaction, where possible, is processed via your terminal and an
electronic authorisation obtained, you are reducing your potential exposure to the use of
stolen or counterfeit cards.
Card not present transactions
There is a signifi cantly higher risk of fraudulent transactions where a transaction is
processed without the card being electronically swiped, inserted or manually imprinted
by the merchant (e.g. Mail order, telephone order, internet based or manually keyed
transactions).