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Payment Processing Handbook

Finding what you need Welcome . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Merchant Dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 PCI Compliance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Avoiding Chargebacks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Fraud Protection Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8 Products & Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

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Welcome Thank you for choosing us as your payment processing partner. We are committed to providing quality merchant services with exceptional support. Our international presence allows us to offer many services, state-of-the-art terminal hardware, and eCommerce payment options.

For more information regarding our products and services, please contact us at: quality@merchant-support.com.

RUNNING TRANSACTIONS Your terminal is pre-programmed and ready to be used. We invite you to power it on and begin running transactions.

If you run into any problems or just need a little help getting started, one of our expert technicians is available to guide you through the process.

Please call us at 1 866 687-3722, we are available 24 hrs/day, 7 days/week.

ONLINE REPORTING Accessing your statements is easy through our online Merchant Dashboard. Monthly processing statements are available to you online, 24 hours/day, 7 days/week. You will also have access to a full-featured online reporting tool, so you can continuously monitor your business from anywhere. Your login details have been emailed to you.

For more information, please contact our Client Care Team at: Telephone: 1 866 687-3722 Email: support@merchant-support.com

CONTACT US We value your business and encourage you to call if you require assistance with your payment processing needs.

1 866 687-3722 1 866 304-8702 24 hrs/day, 7 days/week

1 800 528-2121 24 hrs/day, 7 days/week

1 800 445-2639 24 hrs/day, 7 days/week

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Merchant Dashboard TRACK YOUR BUSINESS Merchant Dashboard is an online reporting tool giving you access to payment information and the ability to manage your merchant account data anytime, anywhere.

MANAGE YOUR BUSINESS BETTER & EASIER

VIEW YOUR TRANSACTIONS AT A GLANCE

View statements and extract detailed reports in CSV format.

Check daily, monthly, and annual sales data for powerful business intelligence.

GET INFORMED ABOUT CREDIT & DEBIT CARD TRENDS Chart transaction percentages by date range or individual card type.

MANAGE USER PERMISSIONS Assign different permission levels for different users. Control and manage what sections and locations each user is able to access.

Merchant Dashboard allows business owners to securely view reports anywhere there is an internet connection.

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Merchant Dashboard (continued)

MERCHANT ACCOUNT INFORMATION AT A GLANCE Merchant Dashboard displays your complete merchant profile, allowing you to browse your merchant account right from the homepage. The dashboard gives an overview of recent account activity.

STAY INFORMED WITH DETAILED TRANSACTION REPORTING You can quickly view transaction data by day, month or year-to-date. You can drill down to see individual transaction details for more complete information.

Managing financials just got a whole lot easier with the Merchant Dashboard.

CUSTOM REPORTS ON YOUR TERMS Quickly and easily view batches, disputes, funding, statements and basic merchant account information with a few simple clicks. To better maintain financials, Merchant Dashboard offers the ability to export reports in Excel format to be used with many preferred accounting software solutions.

BUSINESS COACH ANALYTICS AND SOCIAL MEDIA DASHBOARD Business Coach is an all-in-one data analytics and social media monitoring dashboard, embedded directly into your Merchant Dashboard. It delivers actionable, relevant insights, you can use to grow your business.

SEARCH SMARTER, NOT HARDER

PC, MAC, TABLET & SMARTPHONE COMPATIBLE

Imagine never having to look through the filing cabinet or a stack of invoices for a transaction again. Our Merchant Dashboard is your gateway to better reporting by helping locate transactions individually or by batch.

Our smart search feature allows filtering of transactions by any criteria: date range, batch number, sales or return dollar amount or terminal ID.

Access your statements and extract detailed reports anytime, wherever you are.

Log in today at: https://reporting.merchant-support.com

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PCI Compliance WHO ARE THE FOUNDERS OF THE PCI SECURITY STANDARDS COUNCIL? Founders of the PCI Security Standards Council are American Express, Discover Financial Services, JCB, Mastercard Worldwide and Visa International.

WHAT IS THE PAYMENT CARD INDUSTRY (PCI) DATA SECURITY STANDARD (DSS)?

The PCI Data Security Standard represents a common set of industry tools and measurements to help ensure the safe handling of sensitive information. Initially created by aligning Visa’s Account Information Security (AIS)/ Cardholder Information Security (CISP) Programs with Mastercard’s Site Data Protection (SDP) program and Discover Information Security Compliance (DISC), the standard provides an actionable framework for developing a robust account data security process—including preventing, detecting and reacting to security incidents.

The core of the PCI DSS is a group of principles and accompanying requirements, around which the specific elements of the DSS are organized:

BUILD AND MAINTAIN A SECURE NETWORK •

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Requirement 1: Install and maintain a firewall configuration to protect cardholder data Requirement 2: Do not use vendorsupplied defaults for system passwords and other security parameters

PROTECT CARDHOLDER DATA • •

Requirement 3: Protect stored cardholder data Requirement 4: Encrypt transmission of cardholder data across open, public networks

MAINTAIN A VULNERABILITY MANAGEMENT PROGRAM • •

Requirement 5: Use and regularly update anti-virus software Requirement 6: Develop and maintain secure systems and applications

IMPLEMENT STRONG ACCESS CONTROL MEASURES •

Requirement 7: Restrict access to cardholder data by business on a needto-know basis

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Requirement 8: Assign a unique ID to each person with computer access

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Requirement 9: Restrict physical access to cardholder data

REGULARLY MONITOR AND TEST NETWORKS •

Requirement 10: Track and monitor all access to network resources and cardholder data

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Requirement 11: Regularly test security systems and processes

MAINTAIN AN INFORMATION SECURITY POLICY •

Requirement 12: Maintain a policy addressing information security

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Avoiding Chargebacks Chargebacks occur when your customers contact their credit card issuing bank to initiate a refund for purchases made on their card.

CHARGEBACK MANAGEMENT: •

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Use a clear company name customers will recognize. An unrecognized DBA name on billing statements is one of the most common causes of chargebacks.

Be reachable (put your company phone number and/or website on your invoices) and communicate promptly. A limited amount of time (10 business days) is available to resolve a chargeback.

Obtain authorization for the full amount of the sale. Declined transactions should not be accepted or split into smaller amounts.

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Encourage Chip & PIN payments.

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Use the fraud services offered by the Processing Bank including AVS (Address Verification), CID and CVV2.

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Never accept an expired credit card.

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Clearly state your refund policy on your website and in your business location.

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Establish a clear policy in case of complaints regarding product quality.

Work closely with the customer to establish a mutually satisfactory resolution.

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Fraud Protection Guide Be alert when purchases are made through the phone or over the internet. Several common fraud schemes begin this way.

FRAUD - WHAT TO LOOK FOR: •

Customers emailing credit card numbers.

Always follow up email orders with a telephone call.

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Customer offering more than one card.

While many of us do carry more than one credit card in our wallet, it is not usual for a customer to try different credit card numbers after repeated declines or similar error messages.

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Orders placed by a telephone relay service. Fraudsters use these services to gain the sympathy and trust of a merchant, then obtain products with a stolen card.

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Customers who seem to care little for the finer details of their order. Fraudsters will often seem careless to the amount being charged, the colors, sizes, models, etc.

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Be wary of orders with domestic billing addresses and international shipping addresses.

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Most cardholders will be confident in the buying power of their credit card. If a customer is contacting you to confirm if the transaction was successful, or to obtain the 6-digit authorization code received on your terminal, you should regard that customer as suspicious.

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Messages to look out for: Lost Card (or LC, combined with another message like Please Call), Do Not Honour, Pick Up Card, Restricted Card, Please Call. If you get these messages, please call our client care center.

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Wire scams. Be suspicious when a customer who shops online requests the value of the purchased item as well as an additional amount of money to be charged on their credit card. Fraudsters would typically request the excess amount to be wired to them through a currency exchange office to presumably pay for alternate shipping arrangements.

Our Client Care center is here to help. If you have any questions about fraud protection, do not hesitate to contact us: 1 866 687-3722 quality@merchant-support.com

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Products & Services We realize that one size doesn’t fit all. That’s why we’ve developed industry-specific solutions that help our clients make more money for their business.

We cater our solutions specifically to your business type, helping you thrive in a world of fast changing technology.

BUSINESS FINANCING Businesses can receive advance funds (from one of our partners) to help them manage their growth. Get up to $1,000,000 to invest in renovating your business, buying inventory or equipment, expanding, advertising and more. It takes 2 to 3 business days to be qualified and the funds will be available to you in as little one week.

BUSINESS COACH PROGRAM Profit from sales analytics and a social media monitoring dashboard. Get key metrics that help you make better business decisions. All this, available through our Merchant Dashboard.

INTERAC DEBIT CARD CASHBACK Increase your client’s satisfaction with the Debit Card Cashback option and give them the convenience to withdraw money during transactions.

TERMINAL QUICK REFERENCE GUIDES The full list of Quick Reference Guides (QRG) for all terminal types is located at www.commerce.support/QRG-CAN-EN.

For more information or to order any of these products and services, contact our Client Care Center at 1 866 687-3722.

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