Chargeback Guide [Edition 2.4] - University of York

Chargeback Guide [Edition 2.4] • About this document

• The Chargeback Process

• Chargeback Reasons

• Preventing Chargeback

©2004 WorldPay. All rights reserved.

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Chargeback_Guide

Table Of Contents About this Guide ...................................................................................................................... 1

Download this Guide ........................................................................................................... 1 Copyright .......................................................................................................................... 1

Chargeback Guide.................................................................................................................... 2 Introduction ......................................................................................................................... 2 The Disputed Transaction process ........................................................................................... 3

Summary of the Disputed Transaction process ....................................................................... 3 The Request for Information (RFI) process ............................................................................ 5 The Chargeback process...................................................................................................... 9 Reversing a Chargeback .................................................................................................... 12

Reasons for a Disputed Transaction ....................................................................................... 16 Card Validity Reasons ....................................................................................................... 17 Cardholder Dispute Reasons .............................................................................................. 18 Authorisation Issues ......................................................................................................... 19 Processing Issues ............................................................................................................. 20 Request for Information (RFI) Reasons ............................................................................... 21

Prevention of a Chargeback .................................................................................................. 22 Customer Service ............................................................................................................. 23 Fraud Prevention .............................................................................................................. 26

Appendix .............................................................................................................................. 31 Appendix A - Email format.................................................................................................... 31 Appendix B - Reason Codes .................................................................................................. 34 Document Information......................................................................................................... 36

Glossary of WorldPay terms ............................................................................................... 38 Index ................................................................................................................................... 46

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About this Guide Welcome to the WorldPay Chargeback Guide. This guide explains the process involved when a cardholder disputes a transaction. It also explains your role in the process and gives advice on how to reduce the number of Chargebacks that you receive.

Note: This guide is specifically for WorldDirect customers.

For information about this publication (issue dates, updates, readership and so on) refer to the Document Information chapter.

We strive to produce the highest quality of documentation and welcome your feedback. Please send your comments to the [email protected]. If you have a technical question, please address it to [email protected].

Download this Guide A copy of this Help system is available in Adobe’s Portable Document Format (PDF). You download the PDF file and then print it on your own printer.

Click here to view and download the PDF file.

Copyright © 2004 WorldPay. All rights reserved. While every effort has been made to ensure the accuracy of the information contained in this publication, the information is supplied without representation or warranty of any kind, is subject to change without notice and does not represent a commitment on the part of WorldPay. WorldPay, therefore, assumes no responsibility and shall have no liability, consequential or otherwise, of any kind arising from this material or any part thereof, or any supplementary materials subsequently issued by WorldPay. WorldPay has made every effort to ensure the accuracy of this material.

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Chargeback Guide Introduction A cardholder/shopper may wish to dispute a transaction. This can happen for a number of reasons including card misuse, genuine processing errors or the shopper being dissatisfied with the goods or level of service supplied. When a transaction is disputed, WorldPay, the card issuer and the acquiring bank operate clearly defined and well-established procedures to resolve the dispute. These procedures are designed to establish if you should receive (or retain) the disputed payment or if the funds should be returned to the cardholder’s account. The process of returning the funds to the cardholder is known as a Chargeback.

To reduce the number of Chargebacks and the loss of funds it is essential that you carefully monitor your disputed transactions and respond promptly to requests for information (RFIs) forward by WorldPay to you. If you are receiving a large percentage of disputed transactions you are required to take corrective actions to prevent disputes arising, by improving your response to RFIs and by enhancing your fraud prevention procedures.

In this guide we outline the process involved when a cardholder disputes a transaction. It also explains your role in the process and gives advice on how to reduce the number of Chargebacks that you receive.

Note: This guide is specifically for WorldDirect customers.

The following chapters cover in more detail, the:

• Disputed Transaction process

• Reasons for a Chargeback

• Prevention of a Chargeback

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The Disputed Transaction process Summary of the Disputed Transaction process The diagram below indicates the process we operate for WorldDirect customers in liaison with the Acquirer. If you are a Bank Acquired customer the process will vary in that the Request for Information (RFI) will be sent direct from your bank to you and WorldPay will only be involved providing the Customer Management System to assist you in producing documentation about the transaction.

Flowchart of the Disputed Transaction Process

1. The cardholder /shopper queries an online transaction (refer to Reasons for a Disputed

Transaction) with their card issuer.

2. The card issuer requests information about the cardholder's transaction from the Acquirer (this is known as a RFI, Request for Information). Note: If the cardholder denies involvement with the transaction the card issuer will not Request for Information (RFI) but will raise a Notification of Chargeback immediately, without prior notice.

3. The Acquirer forwards the RFI to WorldPay. If you have already refunded the transaction, WorldPay will notify the Acquirer of this and request that the RFI is defended on your behalf.

4. WorldPay marks the transaction as 'Disputed' and informs you of the RFI. You are informed of the RFI by an email and through the Customer Management System. The amount of the dispute may be withheld from the next remittance due to you.

5. You are then required as a response to the RFI to send all the necessary information relating to the transaction, back to WorldPay.

6. WorldPay forwards the transaction information to the Acquirer who in turn sends it to the card issuer.

7. The card issuer considers the information in liaison with both the cardholder and the Acquirer and determines if the information was returned in the time frame (refer to RFI -Time frame) and whether it satisfies the cardholder's query.

8. If the transaction information does not satisfy the cardholder's query in accordance with the relevant rules, or the supporting documentation fails to arrive in the specified time frame

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(refer to RFI -Time frame), the card issuer will raise a Chargeback on behalf of the cardholder and send the details of the Chargeback (within the Chargeback Time frame) to the Acquirer.

9. The Acquirer forwards the details of the Chargeback to WorldPay.

10. WorldPay marks the transaction as a 'Chargeback' and informs you by an email and through your Customer Management System. Note: At no point can you stop a Chargeback from occurring once the card issuer has raised it. Nevertheless, you may regain the Chargeback funds if you are a WorldPay Guarantee customer and have a valid claim under the terms of the Guarantee service or if you are successful in disputing a Chargeback using our Collection Assistance Service.

11. Within 14 days of the Chargeback advice the Acquirer will debit the full or partial amount of the cardholder's transaction to WorldPay, which will debit your account.

12. WorldPay settles the due WorldDirect funds minus the Chargeback amounts (if not previously reserved) and any related charges to you on your next settlement date.

13. If you then wish to dispute a Chargeback you can send details of the dispute to WorldPay's Collection Assistance Service, who will in turn send them to the Acquirer.

14. The Acquirer then sends the disputed details of the transactions to the card issuer, who then determines whether to reverse the Chargeback (refer to Collection Assistance process for further details on reversing Chargebacks).

For further information about the processes involved in the event of a disputed transaction, refer to:

• The Request for Information process

• The Chargeback process

• Reversing a Chargeback

• The Collection Assistance process

• WorldPay Guarantee Service

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The Request for Information (RFI) process Request for Information A Request for Information or RFI is a request from the cardholder's card issuer for copies of a signed sales receipt or other suitable supporting documentation that proves the cardholder's participation in the transaction.

The following sections look in detail into the process of raising a RFI and an explanation the length of time in which you are required to provide the supporting documentation.

• Process

• Time frame



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The Request for Information (RFI) process

1. The cardholder/shopper queries an online transaction with their card issuer (for example, Mastercard, Visa, etc). (Refer to Reasons for a Disputed Transaction).

2. The card issuer requests information about the cardholder's transaction from the Acquirer (this is known as a RFI, Request for Information). Note: If the cardholder denies involvement with the transaction it may be regarded as fraudulent at this stage and the card issuer will raise a Notification of Chargeback immediately, without prior notice and without raising an RFI (refer to The Chargeback process).

3. The Acquirer forwards the RFI to WorldPay.

• The information provided by the Acquirer is limited to:

• Acquirer Bank reference

• Card Centre reference

• Your WorldDirect account number

• Transaction Reference

• Date of transaction

• Transaction amount and settlement currency

• Reason for the RFI

• The cardholder's name is not quoted.

4. WorldPay marks the transaction as 'Disputed'. Once a transaction is marked as 'disputed', it cannot ordinarily be refunded as the cardholder may already have been credited by the issuer and could therefore, benefit from a double credit at your expense.

5. WorldPay informs you of the RFI by an email (refer to Appendix A) and through the Customer Management System. Note: WorldPay dispatches the RFI correspondence to your company email address by default. If you wish to receive the RFI and Chargeback emails to a specific email address for your company or account, please inform WorldPay Customer Service of the requirement.

6. If you have previously refunded the transaction WorldPay will respond to the Acquirer on your behalf and ask that the RFI be defended.

7. You are required as a response to the RFI to send the following transaction information back to WorldPay.

• Mail order schedule (incorporating a description of the goods supplied) with proof of delivery signed by the cardholder.

• Copy of the sale (incorporating a description of the goods supplied) for a transaction, which clearly shows that the transaction was internet-based, with proof of delivery signed by the cardholder.

• Details of any refund made to the cardholder, not already made on your behalf by WorldPay and prior to you receiving the RFI. (Refer to Refunding a suspected fraudulent transaction)

The more information you are able to supply at this stage, the more likely you are to avoid the potential Chargeback to your account. However, it should be understood that in arbitrating a dispute the issuer is unlikely to rule in your favour if the documentation supplied is absence of the signature from the cardholder and there is no proof of delivery of the goods or services.

If you do not respond to WorldPay's request within the time stated, this will result in the issuer raising a Chargeback for 'non-receipt' of documentation.

8. WorldPay forwards the transaction information to the Acquirer.

9. The Acquirer forwards the transaction information to the card issuer.

10. The card issuer considers the information in liaison with both the cardholder and the relevant scheme rules and determines if the information was returned in the time frame (refer to RFI -Time frame) and whether it satisfies the cardholder's query. At this point the Acquirer can

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dispute the RFI if the reason under which it has been raised is invalid or a refund had been processed to the cardholder's account before the RFI was raised.

11. If the transaction information satisfies the query, the card issuer will not raise a Chargeback and the transaction will become undisputed. If the transaction is undisputed it will automatically be marked as such after a period of time determined by the relevant scheme rules and the transaction funds will then be released and eligible for remittance.

12. If the transaction information does not satisfy the cardholder's query or the supporting documentation fails to arrive in the specified time frame (refer to RFI -Time frame), the card issuer will raise a Chargeback on behalf of the cardholder and sends the details of the Chargeback to the Acquirer. (Refer to, The Chargeback process for details on how a Chargeback is raised).



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RFI Time frame The Acquirer Bank and WorldPay must respond to RFIs from the card issuers within strict time frames determined by the card schemes.

Note: If the card issuer does not receive a copy of the transaction receipt or supporting documentation within this time frame, it has the right to Chargeback the transaction. A chargeback can occur up to 6 months after the issuing of a RFI.



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Chargeback Guide

The Chargeback process

A Chargeback is the process of returning transaction funds to the cardholder. The card issuer initiates the process after the cardholder has successfully disputed a transaction or it has been proven fraudulent.

The following sections look in detail into the process of raising a Chargeback and an explanation in the length of time in which a Chargeback can be raised by the card issuer.

• Process

• Time frame



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Chargeback Process

1. Following a RFI (refer to RFI process) the card issuer considers the information you have provided. If this does not satisfy the cardholder's query, or fails to arrive in the specified time frame (refer to RFI -Time frame), the card issuer will raise a Chargeback on behalf of the cardholder and sends the details of the Chargeback (within the Chargeback - Time frame) to the Acquirer.

2. The Acquirer forwards the details of the Chargeback to WorldPay. The information provided by the Acquirer is limited to:

• Acquirer Bank reference

• Card Center reference

• Card Scheme Name

• Your WorldDirect account number

• Transaction Reference

• Date of transaction

• Transaction amount and settlement currency

• Reason for the Chargeback

• The cardholder's name is not quoted.

3. WorldPay marks the transaction as a Chargeback and informs you by an email (refer to Appendix A) and through the Customer Management System. Note: WorldPay dispatches the Chargeback correspondence to your company email address by default. If you wish to receive the RFI and Chargeback emails to a specific email address for your company or account, please inform WorldPay Customer Service of the requirement.

4. If the transaction has previously been refunded WorldPay will respond to the Acquirer on your behalf requesting that the Chargeback be reversed (this is known as a “good faith” procedure). There is no guarantee that such reversal will take place and the final decision rests with the card issuer.

5. Within 14 days of the Chargeback the Acquirer will debit the full or partial amount of the cardholder's transaction to WorldPay, which will debit your account.

6. WorldPay settles the due WorldDirect funds minus the Chargeback amounts (and any related charges) to you with the next due remittance.

7. If you wish to dispute a Chargeback you can send details of the dispute to WorldPay's Collection Assistance Service, who will in turn send them to the Acquirer. Refer to Collection Assistance process for further details on reversing Chargebacks.



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Chargeback Guide

Chargeback Time frame The Chargeback time frame varies depending on the reason for the transaction dispute and which card issuer raises the Chargeback.

The cardholder/shopper can dispute a payment up to several months after the "purchase date" (the date the transaction is processed by the card scheme, the date of expected receipt of services or for travel services the expected date of travel).

The card issuer has then typically up to 190 days from this day to successfully dispute and recover the payment on behalf of the cardholder.

Any guarantee, membership or subscription period purchased as part of the transaction may be added to the 190 day period. For example, goods with a 12 month guarantee (as stated on the web site), can be fully or partially charged back within 545 days of the "purchase date".

Considering the time frame involved, it is essential that you keep good documentation about all transactions and the delivery of the goods/services. The Customer Management System provides you with statements and reports about the transactions you receive but you must also be vigilant about keeping any delivery documentation and documentation containing the cardholder’s signature.



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Reversing a Chargeback

At no point can you stop a Chargeback from occurring once the card issuer has raised a Chargeback on a transaction. Nevertheless, you may be able regain the Chargeback funds if you have a valid claim under the WorldPay Guarantee or if you are successful in requesting the card issuer to reconsider the circumstances surrounding a Chargeback using our Collection Assistance Service.

For further details on how to regain your Chargeback funds refer to:

• The Collection Assistance process

• WorldPay Guarantee Service



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Collection Assistance process

If you wish the card issuer to reconsider the circumstances surrounding a Chargeback you can perform a Collection Assistance attempt.

The Collection Assistance attempt requires you to provide supporting documentation that the Chargeback is invalid or that you have corrected the original defect. We then ask the Acquirer to appeal to the card issuer (with your supporting documentation) requesting the reconsideration of their Chargeback decision.

Reasons for an invalid Chargeback include:

• The issuer has processed the Chargeback, even though you refunded the transaction to the cardholder before the RFI was raised.

• The card issuer's RFI time frame expired, before you received the supporting documentation that the transaction was satisfied.

Note: The card issuer is not obliged to view the supporting documentation, make a reversal or even reply to a Collection Assistance attempt.

To use our Collection Assistance process refer to:

• Initiating a Collection Assistance



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Initiating a Collection Assistance To initiate a Collection Assistance attempt you are required to provide a valid reason with supporting documentation for the reversal of the Chargeback.

• Create a letter on your headed paper clearly stating that you would like to initiate a Collection Assistance attempt and why.

• Gather any supporting documentation that may assist in the card issuer's decision to reverse the Chargeback.

• Send the letter and the supporting documentation to WorldPay at:

Remittance Department (Chargebacks) WorldPay PLC WorldPay Centre The Science Park Milton Road Cambridge CB4 0WE



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WorldPay Guarantee Service WorldPay Guarantee Service The 'Customer Guarantee' is a transactional guarantee designed to protect subscribed customers against 'third party fraud' related Chargebacks, for example stolen credit cards. When Chargebacks arise as a result of third party fraud, WorldPay will deal with the issues related as part of this service.

In conjunction with the Customer Guarantee you receive the 'Shopper Guarantee'. Research shows that 81% of online store owners feel that their sales would increase if shoppers were less concerned about fraud. For this reason WorldPay protects shoppers, who purchase goods/services on any WorldPay guaranteed customer web sites. This promotes the shopper coming back to the store, time and time again.

Customer Guarantee The 'Customer Guarantee' provides protection for online transactions made on your store. Under this service WorldPay covers loss of funds arising from third party fraud on guaranteed transactions and provides you with an automatic warning mechanism of suspect transactions. The 'Customer Guarantee' will cover only transactions where we did not issue a fraud warning and which do not exceed £250 (or such other limit as may apply in individual cases). The terms and conditions applied to the guarantee service are set out in Schedule C of your Customer Agreement or are available on request.

WorldPay also supplies up-to-date information readily available on our web site, regarding fraud so that you are aware at all times what to look out for and avoid.

This service does not guarantee that Chargebacks will not occur (refer to Reasons for a Disputed Transaction). However, this service has been designed to enable you to process all transactions, and deliver your goods or services, safe in the knowledge that if you follow the agreed procedures and there is a problem where the cardholder has not made the transaction or the card details have been generated from another source that WorldPay will take the loss for the money and not you.

Shopper Guarantee When using a WorldPay Guaranteed online store the fulfillment of all transactions made by the shopper, is guaranteed by WorldPay. The Shopper Guarantee also enables the shopper to dispute a transaction directly with WorldPay (accessed via www.worldpay.com), if goods or services they have paid for are not delivered or are not in accordance with the transaction contract. This process will therefore reduce the number of cardholders/shoppers disputing the transaction with their card issuers. WorldPay will refer such disputes to you using a similar process to that for RFI’s, and you must deal directly and promptly with the cardholder’s dispute. In the event that the cardholder is not satisfied WorldPay will arbitrate on the matter and determine whether or not the cardholder should be refunded. If WorldPay determines that a refund should be made we will ask you to initiate the refund in the normal manner. Under the terms of the Guarantee WorldPay may also issue the refund for guaranteed transactions directly on your behalf and at your cost.

WorldPay will arbitrate in favour of the cardholder where it appears that:

1. There is inadequate evidence that the goods or services purchased have been delivered within the stated delivery time.

2. The goods were delivered but were not fit for the purpose intended at the time of the transaction.

To apply for the WorldPay Guarantee Service refer to our web site at: www.worldpay.com

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Reasons for a Disputed Transaction

A cardholder / shopper can dispute a transaction for a number of reasons including misuse of their card, customer processing errors or if the shopper is generally dissatisfied with the goods or level of customer service supplied.

The following sections describe the most common reasons why a transaction may be disputed.

• Card Validity Reasons

• Cardholder Dispute Reasons

• Authorisation Issues

• Processing Issues

• Request for Information Issues

• Disputed Transaction Reason Codes - This provide a detailed list of all the reason codes presented to you within your RFI/ Chargeback emails.



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Card Validity Reasons

• The card had expired at the time of the transaction.

• The card was accepted before it was valid.

• The card number is incorrect and cannot be applied to an existing account.



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Cardholder Dispute Reasons

• The cardholder did not receive the goods or services ordered.

• The cardholder returned goods to you.

• You agreed to process a refund, but the cardholder has not received a credit on their account.

• The cardholder cancelled their FuturePay agreement and the funds were still debited from their account. Note: SWITCH cards can not be used with a FuturePay Agreement

• The cardholder states that they did not authorise or participate in the transaction.

• The cardholder states that they paid for the goods or services by other means.

• The cardholder has received goods that are not the same as described when ordered.

• The cardholder received defective goods/services.



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Authorisation Issues It is a breach of the card scheme rules to process transactions that exceed your ceiling limit, typically:

• Sterling transactions - GBP £10,000

• US Dollar transactions -USD $10,000

• Other currency transactions - the equivalent in that currency of the GBP £10,000.

Note: Different levels may apply to different payment methods.

If you receive a transaction above this amount we are unable to process the transaction and recommend that you arrange an alternative method of payment.

You must not split a purchase above the ceiling limit into two or more consecutive transactions (each with their own authorisation from the cardholder) in an attempt to process them separately and achieve authorisation for the combined total of the purchase. This is called a "Split Sale" and is again in breach of the card scheme rules.

All "Split Sale" transactions will be subject to Chargebacks and you will not be entitled to raise a Collection Assistance attempt to regain the transaction funds.



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Processing Issues

• The transaction was processed more than once in error.

• A refund transaction was processed as a sale.

• An incorrect amount has been processed or key entered.

• A card number (PAN) has been key entered incorrectly.



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Request for Information (RFI) Reasons

• You have not replied to a Request for Information within the time frame (refer to RFI -Time frame).

• The documentation you have supplied is illegible. Responsibility is on you to provide legible copies of the required documentation, within the time frames stipulated.

• You have not supplied proof that the goods were received and signed for by the cardholder.

It is important that you provide as much information as possible when you receive a RFI and that all the supporting documentation is legible.



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Prevention of a Chargeback

When a shopper uses a credit card in person the proper checks are carried out at the point of sale (for example, signature check), and the card scheme rules ordinarily require the issuer to bear the any losses arisen. With online transactions, however, the liability for such a loss lies with you, because you do not have written evidence that the cardholder used the card and received the goods or services.

It is not possible for you to avoid Chargebacks completely, however, the information in this section could help you reduce the number of RFIs and Chargebacks you may receive.

WorldPay transaction authorisation does not prevent Chargebacks Authorisation of a transaction by WorldPay does not guarantee payment; it will only check the availability of funds at the time of the transaction and that the card has not been reported lost or stolen at the time of authorisation.

Customer Service One way to reduce the number of Chargebacks is to provide good customer service and have a high quality of goods/services offered, as this will reduce the number of cardholders raising disputed transactions with their card issuer. For further information about providing high standards of customer service within your online store refer to:

• Improved Customer Service

• Web site

• Delivery of your goods/services

• Shopper Guarantee

Fraud Prevention Fraud Prevention plays an important role in the reduction of the number of Chargebacks you receive and as such WorldPay has developed a number of fraud prevention facilities and procedure listed below:

• Manual review of transactions

• AVS / Security Code

• Deferred Processing

• Refunding a suspected fraudulent transaction

Chargeback fees and removal of service If you receive a large number of disputes and Chargebacks you may incur additional Chargeback fees and card scheme fines. If the problem is excessive we have the right to remove the use of our payment service and close your WorldDirect account.



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Customer Service Improved Customer Service Resolving a disputed transaction can be a time consuming and costly practice that detracts from your business and web site's reputation. To maintain a high customer satisfaction, the best measures are preventative:

• Ensure that your goods and services are described accurately

• Ensure that you have read and understood your WorldPay Customer Agreement

• Ensure that you indicate "internet transaction" on each sale

• Ensure that you clearly indicate your full company name on all transaction receipts. This ensures that a shopper can remember their transaction.

• Ensure that an email transaction receipt is issued for each transaction and that any replies are dealt with properly and promptly.

• Provide the shopper with full contact details

• Supply as much information as possible when you receive a Request for Information (RFI)

• Keep good records of all transactions, including copies of the web site pages the shopper would have seen, invoices, refunds processed and delivery details

• Establish and display a comprehensive refund/returns policy, which shoppers must confirm before you accept their transaction The refund/returns policy should be proactive in dealing promptly and properly with all shopper disputes

• Establish and display a comprehensive Privacy Policy, as this will dispel shopper's concerns about providing personal data

• Offer free telephone customer service as it can help preserve sales and increase the relationship you have with your shoppers

• Provide "Email Customer Service" so shoppers can ask questions online. For customer service by email you are required to have a standard response and time frame for responding to a shopper's query.

• Allow for extra time when processing FuturePay or repeat billing transactions as some shoppers will dispute a transaction in preference to canceling their agreement

• Register Internet shoppers by enabling them to enter their own user name and password. This will help in your relationship with your shopper and enable them to return and make additional purchases without entering some of their personal details again.



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Web site You can strengthen the relationship you have with your shoppers by using your web site not only to as a marketing tool, but as a risk management tool to avoid shoppers disputing transactions.

To minimise the risk of disputed transactions your web site should display the following information:

• A complete description of the goods and services offered and details of any guarantee, membership or subscription period offered in the price

• Details of your returns/ refund policy - this policy should be consistent with your company's objectives and the type of goods/service that you sell. It should be clearly accessed from your web site and be printed on any invoices sent out

• Details of your privacy policy - to dispel shopper's concerns about providing personal data, your privacy policy should state which data is collected, who this information is shared with and how shoppers can opt out

• Details of any "Seal of Approval" by a privacy organisation

• Customer service contact, including email address, phone number and address - so shopper can contact you directly when they have a query

• Transaction currencies in which you can deal

• Export restrictions (if known)

• Delivery policy and prices

• Country of domicile

• Import duty implications (where known) and clarity on whether import duty is included in the price quoted



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Delivery of your goods/services

• Do not dispatch goods by whatever means (including online delivery) to a third party address (that is, an address other than the cardholder's address); this is considered very high risk

• Deliver goods/services on a timely basis and advise cardholders when they can expect delivery

• When delivering the goods, obtain the cardholder's signature to show proof of delivery. If possible take an imprint of the card at this point

• Notify the cardholder of any delay of delivery

• Retain documentary evidence of the delivery, together with a description of the goods/services supplied, for a minimum of 12 months.



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Fraud Prevention Manual review of transactions Often, the most effective tool against transaction fraud is to manually review each transaction. The list below provides a few suspicious circumstances, which may lead to a transaction fraud:

• A shopper ordering unusually large amounts of an item without any preference for the size, colour, make or model

• An existing shopper who suddenly orders a substantial volume of goods

• A shopper who provides you with more than one card to cover one order or a set of orders

• A shopper who orders more than once in a given day

• A first time shopper ordering a number of goods quickly

• A number of large orders from shoppers at a trade show

• A shopper who has attempted the same transaction more than once, with the card failing at the first attempt

• A shopper whose card issuer country does not match their delivery address. This information is shown on your email receipts and within your Customer Management System (CMS)

• A shopper who refuses to confirm their credit/debit card and billing address details.

• A shopper who has purchased their goods /services from one of the following countries:

Countries with high occurrences of Chargebacks

Bosnia Bulgaria Croatia Egypt Indonesia Iran Iraq Israel

Malaysia Nigeria Pakistan Romania Russia Serbia Yugoslavia

As the process of reviewing each transaction by hand is both time consuming and expensive we recommend that based on the circumstances above you create your own fraud prevention rules, which flags such unusual transactions for further research.



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AVS / Security Code The WorldPay payment system includes fraud prevention measures designed to help reduce your exposure to fraud and increase shopper confidence in online trading. One additional security facility is that WorldPay Payment Pages will now prompt your shoppers for their card security code and billing address. This information is then compared with the UK card issuer's records (where available) and the results of the comparison passed back to you for consideration. This additional transaction information is designed to help you decide if you should defer delivery, refund the transaction or research further about the cardholder. WorldPay and the Acquirer will not decline any transactions based on the card security or address verification.

Note: This facility only applies for transactions where the card used was issued in the UK.

AVS The Address Verification Service (AVS) enables the address, including postcode, entered by the shopper to be compared against the UK card issuer's records and the results passed back to you via an email, your callback and the CMS. As part of this service the country associated with the shoppers address will be compared with the country the card was issued in.

To use the AVS verification service the address entered by shopper must be their billing address (the address where the shopper's card statement is currently sent). The billing address must match the address held by the Card Issuer exactly.

Security Code The Security Code verification service enables the card security code entered by the shopper to be compared against the UK card issuer's details and the results passed back to you via an email, your callback and the CMS.

The card security code is a number printed on the card. The number is not embossed on the card and hence not printed on receipts, making it much harder for anyone other than the cardholder to know what the code is. This will help prevent 'cardholder not present' fraud. A security code is now printed on the vast majority of credit/debit cards.

The format and position of the security code varies across card schemes. Some cards have a three-digit number printed at the end of the cards’ signature strip. Some (AMEX cards for example) have a four digit number on the front of the card. Some card issuers refer to this number as the 'Security Code' (for AMEX cards) and others as 'Card Verification Value'. It may also go by the name of 'CVV2' for Visa Cards, or 'Card Verification Code' (CVC) for Mastercard/Eurocard.

We provide our AVS/Security Code verification service in conjunction with UK banks and card issuers. We pass the information entered by the shopper to our banking partners who pass it to the card issuers for comparison with their records. The results of the comparison are then passed back, through our system, to you. Both the acquiring bank to whom we pass your transactions and the card issuer must also provide/support an AVS/Security Code verification system in order that the comparison can take place. Where either the acquiring bank or the card issuer does not yet provide support, we pass a 'not supported' message back to you.



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Deferred Processing WorldPay offers a service enabling credit and debit card transactions to be pre-authorised, whereby the shopper enters their card details, checks are then made on the submitted details and the transaction funds are reserved against the shopper’s card. The transaction is not actually committed and therefore settlement to you will not occur at this time.

By pre-authorising a transaction this enables you to perform any additional offline checks against the shopper details, and ensure that the order can be fulfilled. Once these or any other points have been checked, you must then "post-authorise" the transaction using your Customer Management System to ensure that the shopper is debited and that settlement to your account occurs.

Note: Transactions that have been deferred are only effective for 5 days and if you do not subsequently "post-authorise" the transaction, it will lapse after this period. This means that the shopper's card will not be debited and you will not receive settlement of funds.

This service is known as deferred processing and is not a standard WorldPay functionality.

There are two main reasons why you may request deferred processing:

• For US customers the US law requires 2-stage transaction processing, as funds may not be taken from shoppers until the goods have been dispatched

• Additional checks can be made on the shopper to establish that the transaction was not fraudulent before completing the payment and delivering the goods

Contact WorldPay at [email protected] for further information about how your can use the deferred processing mechanism for your company.



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Refunding a suspected fraudulent transaction You can refund a transaction you suspect to be fraudulent, however, once you have received a RFI or a Chargeback, it is too late to refund the transaction. If you do so you risk losing the money twice. It is important, therefore, to action refunds promptly whenever you decide not to proceed with a transaction.

For information about how to refund a transaction refer to your Customer Management System User guide.



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Appendix Appendix A - Email format WorldPay sends an automatic email when you receive a RFI/RFI reminder, a Chargeback or when a Chargeback has been reversed by the Collection Assistance or the Guarantee service. The examples below display the format for each of the emails you will receive from WorldPay.

RFI /RFI reminder Email Format We have received (a reminder for) the following Request for Information:

WorldPay Account ID :

Purchase transaction ID:

Generated at:

Transaction amount:

The cardholder has contacted their Card Issuer and disputed this transaction.

The following reason was given for this RFI :(refer to Appendix B for an explanation of the reason codes)

Please forward any supporting information regarding this transaction to us in order to try and prevent any future chargebacks that may be incurred.

Specifically required is any supporting documentation that bears the cardholders details, a description of the goods or services supplied and proof of delivery signed by the cardholder.

Please be advised this information is required within 7 days from this email.

For more information about the RFI and chargeback process, or advice on how to minimise the risk of chargebacks, please refer to the WorldPay Chargeback manual available from https://secure.worldpay.com/app/download.pl

Please do not hesitate to contact us, should you require further information, quoting the relevant transaction reference number.

Regards,

[email protected]

RFI /RFI reminder Email Format when the transaction has been refunded Note: If the transaction has been refunded before a RFI was issued you will receive the following RFI email:

We have received (a reminder for) the following Request for Information:



Generated at:

Transaction amount:

The cardholder has contacted their Card Issuer and disputed this transaction.

The following reason was given for this RFI :(refer to Appendix B for an explanation of the reason codes)

As this purchase transaction has already been refunded we have requested the processing bank to cancel the RFI.

Unfortunately we cannot guarantee that a chargeback will not ultimately be made.



Regards,

[email protected]

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Chargeback Email Format The following transaction has been charged back in full and accordingly your account with us has been reduced by the amount of the chargeback plus any additional charges, if appropriate.



Generated at:

Transaction amount:

The transaction id for this chargeback is:

Generated at:

For further information on this and other transactions please view your online statement at: https://select.worldpay.com/wcc/admin



Regards,

[email protected]

Chargeback Email Format when the transaction has been refunded Note: If the transaction has been refunded before the Chargeback was issued you will receive the following Chargeback email:

The following transaction has been charged back in full and accordingly your account with us has been reduced by the amount of the chargeback plus any additional charges, if appropriate.



Generated at:

Transaction amount:

The transaction id for this chargeback is:

Generated at:

As this purchase transaction has already been refunded we have requested the processing bank to reverse the chargeback.

Unfortunately we cannot guarantee that this chargeback will be refunded.




Regards,

[email protected]

Reversal of a Chargeback by the Collection Assistance Following the appeal under the “good faith” procedure, we are pleased to advice that the following chargeback has been reversed in full and your account with us has been increased accordingly.


Chargeback transaction ID:

Generated at:

Transaction amount:

The transaction id for this chargeback reversal is:

Generated at:

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Regards,

Email: [email protected]

Guarantee Email Format Your claim under the guarantee has been settled and your account with us has been credited accordingly.


Guarantee Claim Payment transaction ID:

Generated at:

Sale value:

Guarantee Value (including refund of WorldPay charges):

Purchase transaction id:

Generated at:

For further information on this and other transactions please view your online statement at: http://www.worldpay.com/admin

For more information about the Guarantee Service, please refer to the WorldPay Chargeback manual available from: http://support.worldpay.com/kb/user_guides/chargeback/chargeback_guide.html


Regards,

Customer Services.

For queries about your Chargebacks email:mailto:[email protected]

To send RFI supporting information email:mailto:[email protected]

Reversal of a Guarantee Claim Email Format Your claim under the guarantee has been reversed and your account with us has been debited accordingly.


Guarantee Claim Payment transaction ID:

Generated at:

Guarantee Value (including refund of WorldPay charges):

Sale value:

The transaction id for this Guarantee Claim Reversal is:

Generated at:

For further information on this and other transactions please view your online statement at: http://www.worldpay.com/wcc/admin

For more information about the Guarantee Service, please refer to the WorldPay Chargeback manual available from: http://support.worldpay.com/kb/user_guides/chargeback/chargeback_guide.html


Regards,

Customer Services.

For queries about your Chargebacks email:mailto:[email protected]

To send RFI supporting information email:mailto:[email protected]

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Appendix B - Reason Codes The reason codes in the table below are displayed in your RFI/Chargeback email and your Customer Management System (CMS).

ID SHORT REASON LONG DESCRIPTION

1 No support documentation was received from previous request

The time frame (set by the card issuer) for you to send supporting documentation about a transaction has expired. The card issuer has received no documentation and therefore, will raise a Chargeback to regain the loss ofthe cardholder's funds.

2 The transaction information requested/required was illegible or missing

The card issuer has received no documentation or the documentation is illegible and does not prove of the fulfillment of the transaction. The card issuer therefore, will raise a Chargeback to regain the loss of the cardholder's funds.

3 The transaction was declined or authorisation was not obtained

The transaction was declined or authorisation was not obtained.

4 Other non Specific Reason This reason is shown if there are multiple reasons for a disputed transaction.

5 The transaction appears to be duplicated

The transaction was processed more than once in error.

6 The card was not valid or has expired The card had expired at the time of the transaction or was accepted before it was valid.

7 An incorrect card account number was processed

The card number is incorrect and cannot be applied to an existing account.

8 Fraudulent transaction processed - no cardholder authority

Possible fraudulent use of a card without the cardholder's permission.

9 Additional transactions were processed at the same location without the cardholder's authority

Possible fraudulent use of a card without the cardholder's permission to make additional transactions in your store.

10This is a recurring transaction which has been cancelled

The cardholder has disputed a FuturePay agreement or funds are still being taken after the agreement has been cancelled.

11The card issuer was not provided with the amount of the transaction in the correct currency

The card issuer has received the supporting documentation but it contains the amount of the transaction in an incorrect currency. The card issuer therefore, will raise a Chargeback to regain the loss of the cardholder's funds.

12The merchant did not obtain authorisation for an amount which exceeds the ceiling limit

An Authorisation error occurred when you split a purchase into two or more consecutive transactions and only received authorisation for the combined total.

13The goods/services received were not as described by the merchant

The card issuer has received the supporting documentation but it contains no proof of the goods/services received for the transaction. The card issuer therefore, will raise a Chargeback to regain the loss of the cardholder's funds.

14The cardholder does not recognise the transaction and is disputing it

The cardholder has disputed the transaction with their card issuer, as they do not recognise the transaction.

15The cardholder did not receive the goods/services

The cardholder has disputed the transaction with their card issuer, as they did not receive the goods/services.

16The goods received by the cardholder was damaged or defective

The cardholder has disputed the transaction with their card issuer, as they received damaged or defective goods/services.

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17Multiple transactions at the same merchant outlet without the cardholder's permission

Possible fraudulent use of a card without the cardholder's permission to make multiple transactions in your store.

18Merchant was unwilling or unable to provide the goods/services, or were paid by other means

You were unable to provide the goods/services to the cardholder in the time stated or the cardholder has disputed they paid by other means.

19A credit due from the merchant, was not received or received for a lesser amount

The cardholder raised a query directly with you and was due to receive a refund. The refund has not taken place or they have received a partial refund for a lesser amount than stated.

20The transaction was processed incorrectly

An incorrect amount has been processed or the data keyed in was incorrect, therefore the transaction was processed incorrectly.

21The cardholder's signature was not obtained

When the cardholder queried a transaction the card issuer did not receive a signature of the cardholder.

22An advanced deposit or reservation has been incorrectly administered

The processing of a deferring payment has produce an administration error or the pre-authorisation status has expired.

23Documentation/information is required for legal reasons

The card issuer has requested the supporting documentation supplied as a response to RFI for legal reasons.

24A card-holder's signature is required to defend a Chargeback

The card issuer has requested that the supporting documentation supplied as a response to RFI should contain the cardholder's signature.

25The card-holder is querying the amount, please supply an itemised bill

The card issuer has requested that the supporting documentation supplied as a response to RFI should contain an itemised bill of the goods/services purchased by the cardholder.

26An imprint of the card is required to defend a Chargeback

The card issuer has requested that the supporting documentation supplied as a response to RFI should contain an imprint of the card used by the cardholder.

27The card-holder requires details of the delivery

The card issuer has requested that the supporting documentation supplied as a response to RFI should contain details of the goods/services delivery.

28 RFI Dispute unset due to time-out The disputed transaction has been automatically marked as undisputed, as the card issuer did not raise a Chargeback within their set time frame.

29RFI Dispute unset in preparation for Chargeback

The disputed transaction has been marked as undisputed in preparation to input a Chargeback.

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Document Information

Title: Chargeback Guide Edition 2.4 Who should use this guide You should use this document if you are a WorldDirect customer.

What this guide covers This document explains the process involved when a cardholder disputes a transaction. It also explains your role in the process and gives advise on how to reduce the number of Chargebacks that you receive.

For further information about WorldPay procedures for customers, refer to the Customer Procedures Guide.

What this guide does not covers It does not include instructions on using any related software such as Microsoft Windows or Internet Browsers.

This document does not explain the Chargeback procedure for non-WorldDirect customers: These customers must approach their Acquiring Bank in the case of a Chargeback.

What you need to know To use this guide, you need to know how to use Microsoft Windows and Internet browsers (such as Netscape Navigator or Internet Explorer).

Record of Editions Chargeback Guide

Edition Changes made to this issue

1.0 First issue

2.0 Changes in terminology.

2.1 Clarification of Collection Assistance and Code 10 procedures. Additions to the Glossary.

2.2 Changes in terminology.

2.3 Reformatted as Online Help. Rewrite of RFI/chargeback process to include new automatic send of information to the customer. Additions to the Prevention of Disputed Transaction section (Aug 2001).

2.4 Printed Documentation section changed to Download this Guide. Appendix A updated to reflect changes to Guarantee emails.

Associated documents The following documents are also available:

• Customer Procedures Guide

• Customer Management System Guide

Documentation inputs We strive to produce the highest quality of documentation and welcome your feedback. Please send your comments to [email protected]. This email address is however, only for feedback. If you have a technical question, address it to [email protected].

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Contact Details If you require any further information about Click and Build, contact us in any of the following ways:

Publications Email: [email protected]

Quality Email: [email protected]

Support Email: [email protected]

Web site: www.worldpay.com

About this Online Help System This Online Help system explains the many features of Click and Build. It also includes Tips to

guide you through the program's basic functionality and Design Tips to help you produce a good looking store. The Online Help has also been designed to display in your default browser, however, for complete functionality, use Microsoft's Internet Explorer 4.x and above or Netscape 4.x.

Tips for using the online help: This system is best viewed using the Window's system font Verdana. You can download this free font from Microsoft's Web site.

When viewing the Help, you can maximize the HTML Help window or resize it to your liking.

Click the Hide or Show navigation icons to view or hide the Table of Contents, Index, and Search tabs.

In the Table of Contents (TOC), view each of the different help sections by clicking on the name. View the second level content of each section by clicking the book icon and selecting a specific bookmark.

The Index lists all the keywords in this document, to find a known keyword type in the keyword and press return. The help system will present the page that features the keyword or provide you with an option to choose a specific page if the keyword is used in more than one place.

The Search tab enables you to search for any word in the document. It will then display the sections where the word is featured and enables you to enter any of these listed sections by clicking on the hyperlinked title.

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Glossary of WorldPay terms

A Account ID The unique reference for each of a customer's accounts on the Select Database. Activation Request Form (ARF) URL: https://secure.worldpay.com/app/arf.pl Form that the customer submits to the Technical Support Team when he is ready to go live. Agent Number Assigned by the bank. WorldPay's reference number with the bank. AMEXC American Express Customer ARF See Activation Request Form (ARF). Authorization A process where the transaction is approved.

B Bank Compliance form The customer must complete this document and get it stamped by his bank to confirm his business details. It is a requirement of the customer acceptance process.

Bureau The former name for WorldDirect .

C Call-back password The password relating to a call-back URL .

Call-back URL The customer can set up a call-back URL on the Customer Management System (CMS) . This URL can be used for payment responses that are displayed to his shoppers. The customer can set up the call-back URL and password by clicking on the Configuration Options button for the required installation at the Home page on the CMS.

Card issuer See issuer .

Card scheme Mastercard, Visa or Switch.

Card scheme rules and regulations Operating rules set by the card schemes to which all member banks must comply.

Cardholder See shopper .

'cardholder not present' transactions Transactions which are processed via telephone or the Internet. The merchant does not have sight of the card or of the cardholder's signature.

Chargeback A transaction dispute procedure, initiated by a cardholder/shopper, which may result in a debit being applied to the customer's account.

Chargeback Guide A document describing what happens when a chargeback is raised on a WorldPay Direct customer. It provides support to the customer in deciding whether to process the transaction in question or make inquiries as to the identity of the cardholder.

Click and Build WorldPay's multi-currency and multilingual online shopping system and catalogue builder.

Code 10 call An authorization check made by an issuer , where a customer is suspicious about a transaction.

Collection assistance A "Please can you help" type of letter sent by one card scheme member to another.

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Company ID A unique reference for a customer on the Select Database . Also known as WorldPay Company ID (WCID) .

Company number Assigned by the acquiring bank. A way in which the bank identifies a merchant on their system. NatWest: 6 digit unique number Midland: 6 or 7 digit unique number Barclays: same as Terminal ID (TID) . 8 or 16 digit number

Completion See deferred processing . Once a supplier is satisfied that a 'pre-authorized' transaction should go ahead, he 'completes' the transaction.

Continuous authority transaction (Mastercard and Visa only) A transaction for which a cardholder grants written permission to a customer to periodically charge their account number for recurring goods or services (for example, club membership or magazine subscription).

Customer A business that is using WorldPay to facilitate the selling of its products/services: For example, ISPs who host Click and Build or Internet store-owner s.

Customer Acceptance Email:[email protected] (All Customer Acceptance) [email protected] (UK CA Team) [email protected] (International CA Team) Previously known as Risk . The Customer Acceptance Team receives the customer's initial application form. They assess his application and decide whether he can become a WorldPay customer. The ROW Customer Acceptance Team deal with companies incorporated in the USA and the Asia-Pacific regions and the EMEA Customer Acceptance Team deal with companies registered in Europe, the Middle East and Africa. Once the customer's web site is live, they also check any changes he wishes to make, ensuring he adheres to any agreements he has signed with us. Occasionally, they run random checks on his web site to ensure it conforms to all agreements.

Customer Management System (CMS) URL:https://select.worldpay.com/wcc/admin A tool for WorldPay customers to manage their WorldPay accounts. Previously known as MAMS or WAS.

Customer Procedures Guide Aimed at customer/customer's integrator who is integrating with the WorldPay payment service. The document explains how the customer's WorldPay account is set up and how to carry out various administrative procedures.

Customer Service Email:[email protected] Telephone:+44 (0) 870 742 7002 Available:0800 to 0000 GMT, every day Provide (non-technical) support to customers. The Customer Service Team can offer help with any issue to do with WorldPay's services. You should direct technical queries to the Technical Support Team. See also Customer Support and Technical Support .

Customer Services Director (CSD) Email: [email protected] The Customer Services Director oversees all components of WorldPay's service to the customer and ensures that the customer is receiving a good level of service. The customer can contact the Customer Services Director for advice on who to speak to at WorldPay with his question or problem. The customer can also register any comments or complaints that he may have.

Customer Support Customer Support is divided into two; Customer Service and Technical Support .

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D Deferred processing A facility available through WorldPay which enables the supplier to:

• check a shopper's credentials/creditworthiness before providing the goods or services.

• identify duplicate transactions before they are sent through to the banks for processing.

Once the supplier is satisfied that the transaction should go ahead, he `completes' the transaction.

Direct Debit Authority form UK customers must fill out a direct debit authority, so that WorldPay can debit any fees that are due (for example the annual set-up fee).

E Expired card A card on which the embossed, encoded, or printed expiry date has passed.

F Fulfilment A document image that NatWest supplies in response to a Request for Information.

FuturePay A WorldPay product, which enables both fixed amount (standing-order-like) contracts and variable amount (direct-debit-like) contracts with infinitely flexible permutations on possible constraints. It need not involve any initial payment, and the amount and timing of payments may vary.

G GoldMine Customer relationship management software.

Gold ID A unique reference on the GoldMine system. For customers, this will usually be the same as their Company ID .

Good Faith A 'Please can you help' type of letter sent by one card scheme member to another.

H I In real time Instantaneously, immediately

Installation ID The unique reference number assigned by WorldPay for a particular Select installation. The customer includes this is the number in his payment form. The customer will probably have two installation IDs; one for live and one for testing.

Integration Guide The technical guide that helps a customer to set up his Shopping System to use the WorldPay Internet payment mechanism. He can view or download this document when he has paid for WorldPay.

Internet-trader Individual or company who owns an Internet site from which products/goods can be purchased.

Intershop A method of integrating with WorldPay.

Issuer Also known as issuing bank , card issuer . A member bank that issues cards and whose name appears on the card.

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Issuing bank See issuer .

J K L Live Server The secure server onto which Technical Support transfers your payment page files to make them live.

Login password The password used by a customer or a shopper to access the Customer Management System (CMS) or the Shopper Management System (SMS) .

M MAMS Old name for the Customer Management System (CMS) .

Member An organisation (usually a bank) which is a signed up to operate within the terms of the card scheme.

Merchant (1) An individual or company approved to accept a credit or bank card.

Merchant (2) Obsolete way to describe an individual or company who is using WorldPay to facilitate the selling of its products/services on its Internet site. These individuals or companies are now known as customer s.

Merchant Number See Outlet ID/Number .

Merchant Service Charge (MSC) The charge levied on a transaction by the acquiring bank. See also Transaction Service Charge (TSC) .

Multi-currency transaction Transaction where the currency in which the shopper makes payment may differ to the currency in which the customer receives payment. Enables shoppers to purchase goods and services in a currency that they recognise and understand. The customer can offer goods in over 160 currencies and receive payment in any of 22 currencies.

N NDC National Data Corporation

NDCC NDC Acquired Customer

NWAC NatWest Acquired Customer

O OBAC Other Bank Acquired Customer

Outlet ID/Number Also referred to as Merchant Number . Assigned by the acquiring bank. A way in which the bank identifies a merchant on their system. There is one outlet number for each of the merchant's remittance currencies. NatWest: 8 digits. Also known as Streamline ID/Number . Midland: 15 digits Barclays: 7 digits

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P Password Could be login password , or call-back password .

Partner See WorldPay Partner

Partner ID The Company ID for a partner.

PC-EFT Shortly to be replaced by WP-EFT (WorldPay Electronic Funds Transfer) . A software package which enables the authorization and processing of `cardholder not present' transactions to the relevant acquiring bank. In order for merchants to process transactions via WorldPay, they have to be entered onto the PC-EFT system.

Post-authorization See pre-authorization .

Pre-authorization A transaction that verifies if there are sufficient funds on the card. The amount of the transaction is held for a period not longer than 30 but as short as 7 days. The post authorization transaction actually charges the account and pays the merchant.

Q R Real time See in real time .

Refund When funds for a transaction are returned to a shopper by the customer.

Remittance The funds that WorldPay pays to the customer. For customers offering WorldAccount: Transactions are remitted to the customer's bank account each Wednesday, 4 weeks in arrears. Bank Transfer Charges, Refunds and WorldPay's TSC are calculated and deducted before remittance occurs. For WorldDirect customers: Transactions are remitted to the customer’s bank account each Wednesday, 4 weeks in arrears (1 week in arrears for customers domociled in the USA or Canada). Bank Transfer Charges, Refunds and WorldPay’s TSC are calculated and deducted before remittance occurs. For NatWest Acquired customers: Transactions are remitted to the customer's bank account 3 to 5 working days after the transaction was made. If the customer is set up to process sterling transactions only, NatWest debits the agreed MSC from the customer's bank account each month. If the customer is set up for multi-currency processing, NatWest collects the MSC before remittance. For Other Bank Acquired customers: Transactions are remitted to the customer's bank account 3 to 5 working days after the transaction was made. The acquiring bank debits the agreed MSC from the customer's bank account each month.

Remittance currencies The currencies in which the customer can accept payment from WorldPay and into which foreign currency payments are converted. The customer must have an account for each remittance currency before applying. There are 22 remittance currencies.

Request for Information (RFI) A request from the cardholder's issuing bank for copies of a signed sales receipt or other suitable documentation to prove the validity of a transaction.

Risk The former name for Customer Acceptance .

S Select Database The main transaction and reporting database underlying the Select Gateway.

Select Gateway The web-facing service for capturing payment information.

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Select Junior A Java Servlet implementation of a simple text (via HTTP) integration method. Select Junior enables brandable and configurable payment pages, repeat billing and call-backs. It is already integrated into WorldAccount. To integrate with Select Junior the customer requires knowledge of HTML forms. No scripts need to run on the customer's server.

Select Pro Encrypted (via HTTP) Java integration method. Used by customers requiring encrypted call-backs from the Select Gateway. Select Pro lets the customer have brandable and configurable payment pages, repeat billing, call-backs, and is already integrated into WorldAccount. It also features additional security measures and automatic exchange rate updates. To integrate with Select Pro the customer needs basic Java programming and web server administration skills, and preferably a server supporting Java servlets.

Settlement See remittance .

Shop@ssistant A method of integrating with WorldPay.

Shopper A cardholder who is buying a customer's products/services. See also customer .

Shopper Management System (SMS) URL:https://select.worldpay.com/wcc/admin A tool for WorldPay shoppers to manage their WorldPay accounts.

Single currency transaction Transaction where the payment currency is the same for both the shopper and the customer. Developed to satisfy the demands of companies wishing to transact electronic commerce solely in their own country. WorldPay support 22 single currency options.

SMS See Shopper Management System (SMS) .

Split sale Where a customer has processed two or more transactions that in total exceed his floor limit, to avoid having to obtain a single authorization for the combined total.

Staging Server Accessible to customers using, Intershop or Shop@ssistant . The server to which the customer must move his payment page files (from his local machine) so that Technical Support can transfer them to the Live Server . His area on the Staging Server is username.staging.worldpay.com.

Store-builder An individual or company who builds Internet sites from which products/goods can be purchased.

Store-owner An individual or company who owns an Internet site from which products/goods can be purchased.

Streamline ID/Number See also Outlet ID/Number and Merchant Number . An 8 digit number assigned by NatWest that identifies a merchant on their system. There is one Streamline number for each of the merchant's remittance currencies.

Supplier Another term for customer .

Support Could be Customer Support or Technical Support .

T Technical Support See also Support and Customer Support .

The Technical Support Team have four functions: Integration - they set up the WorldPay computers to accept the customer's payment pages, once he has been accepted by Customer Acceptance . Testing - they check the customer's site at the testing stage to ensure there are no technical or operational errors before it goes live. They will inform the customer of any errors and may be able to advise as to how to correct them. Activation - they are responsible for making the customer's web site live. Upon receipt of the customer's Activation Request Form (ARF) and after approval from Customer Acceptance , they will activate the customer's site.

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General Support - The Technical Support Team deal with technical queries the customer may have during the integration of his site with WorldPay.

Asia Pacific Technical Support Email:[email protected] UK Technical Support Email:[email protected] Fax:+44 (0) 870 742 7009 Available:0800 to 0000 GMT, Monday to Friday 0800 to 1600 GMT, Saturday and Sunday

US Technical Support Email:[email protected]

Terminal ID (TID) This number is assigned by a bank and is the virtual equivalent of a PDQ machine. A TID is assigned for each of a customer's remittance currencies.

Transaction currencies The currencies in which a shopper pays for goods/services on your web site. There are over 160 transaction currencies.

Transaction Service Charge (TSC) The charge levied on a transaction by WorldPay. See also Merchant Service Charge (MSC) .

U User ID A unique numeric reference for a user of the Customer Management System (CMS) or of the Shopper Management System (SMS) . The user probably never needs to know his user ID.

Username The name used by a customer to access the Customer Management System (CMS) or by a shopper to access the Shopper Management System (SMS) .

V Virtual terminal An integration with WorldPay from the customer's back office, where the customer can type in payments directly, instead of using a credit card terminal.

W WAC WorldAccount Customer

WAS See WorldPay Administration Server (WAS) .

WorldAccount An additional option for WorldPay customers who are using Select Pro or Select Junior. A WorldAccount enables the shopper to make low value purchases in the lowest denomination of up to 22 currencies. The shopper sets up a virtual account with WorldPay, a WorldAccount, in the currency of his choice and "loads" his account using a credit or debit card. With his WorldAccount username and password, he can then buy goods and services from participating customers in his preferred currency.

WorldDirect A fully approved customer acquisition solution for processing credit and debit cards which operates in over 125 countries.

WorldPay Administration Server (WAS) The server on which the Customer Management System (CMS) and the Shopper Management System (SMS) reside.

WorldPay Company ID (WCID) The unique number that is given to the customer when he first applies to use WorldPay. This number identifies the customer on WorldPay's database. It stays with the customer for as long as he is a WorldPay customer.

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WorldPay Customer Agreement The agreement that the customer signs when accepted as a WorldPay customer. Both the customer and WorldPay hold a copy of this agreement.

WorldPay Customer Reference (WCR) Old term for WorldPay Company ID (WCID) .

WorldPay Internal Admin Server URL:http://wcc.select.worldpay.com/wcc/wpadmin The internal customer administration system for creating new companies, accounts, installations, and so on.

WorldPay Partner

WorldPay Accredited Partner Can offer their shoppers the full range of WorldPay products, enhance their team skills through training and support and earn attractive rewards for recruitment and ongoing business. They also benefit from aggressive marketing programmes, comprehensive marketing support material and campaign funding.

WorldPay Affiliate Partner Can offer their shoppers the full range of WorldPay products, enhance their skills through training and support, and earn attractive rewards for recruiting new shoppers.

WorldPay Select Transaction Management Service. Select is the middleware between the customers' web sites and the bank gateway. It is used to capture, store and report on data submitted to WorldPay. The "products" we offer to customers are really just the methods by which they can integrate with the Select service.

WPDC WorldDirect Customer

WP-EFT (WorldPay Electronic Funds Transfer) A software package which enables the authorization and processing of 'cardholder not present' transactions to the relevant acquiring bank. In order for merchants to process transactions via WorldPay, they have to be entered onto the WP-EFT system.

X Y Z

45

Chargeback_Guide

Index A

Additional checks .....................................30

Additional transaction charges ...................16

Address Verification Service ......................29

Administration error .................................36

AMEX cards .............................................29

Approval

Seal.....................................................26

Approval .................................................26

Associated documents ..............................39

Authorisation Issues.................................21

Automatic email.......................................32

Automatic warning mechanism ..................16

AVS........................................................29

B

Bank Acquired customer .............................3

Banking partners .....................................29

Browser version................................. 10, 39

C

Card Centre reference ................................6

Card schemes..........................................29

Card Verification Code ..............................29

Card Verification Value .............................29

Cardholder ................................................2

Cardholder's signature..............................27

Ceiling limit.............................................21

Chargeback Email Format .........................32

Chargeback fees ......................................24

Chargeback reversal.................................32

Chargeback Time frame............................12

Chargebacks ..................................... 1, 2, 6

Collection Assistance .......................... 14, 15

Collection Assistance attempt .............. 14, 15

Collection Assistance Email Format.............32

Collection Assistance Service .....................13

Comprehensive Privacy Policy....................25

Comprehensive Refund Policy ....................25

Consecutive transactions ..........................21

Contact Details ........................................39

Copyright..................................................1

Countries with high occurrences of Chargebacks.........................................28

Customer Guarantee ................................16

Customer Management System ...3, 6, 10, 28, 30, 36

Customer Management System Guide ........39

Customer Procedures Guide ...................... 39

Customer processing errors ...................... 18

Customer satisfaction............................... 25

Customer Service .................................... 24

CVC ....................................................... 29

CVV2 ..................................................... 29

D

Debit card transactions............................. 30

Defective goods/services .......................... 20

Defer delivery ......................................... 29

Deferred Processing ................................. 30

Delivery ................................................. 27

Delivery details ....................................... 25

Delivery documentation............................ 12

Delivery policy ........................................ 26

Disputed transaction ....................... 3, 25, 36

Disputed transactions........................... 2, 26

Documentation inputs .............................. 39

E

Editions

Record................................................. 39

Editions .................................................. 39

Email format ........................................... 32

Email receipts ......................................... 28

F

Fraud ..................................................... 29

Fraud prevention ............................ 2, 24, 28

FuturePay..........................................20, 36

G

good faith............................................... 10

Guarantee ................................... 12, 16, 26

Guarantee Email Format........................... 32

I

Improved Customer Service...................... 25

Incorrect amount..................................... 22

Initiating

Collection Assistance ............................. 15

Initiating ................................................ 15

Internet Browsers.................................... 39

Internet Explorer ..................................... 39

Invalid Chargeback .................................. 14

L

Legible copies ......................................... 23

M

Manual review......................................... 28

46

Index

Multiple transactions ................................36

N

Netscape Navigator ..................................39

O

Online Help .............................................39

P

PDF file.....................................................1

Post-authorise .........................................30

Pre-authorisation status............................36

Pre-authorised.........................................30

Prevent Chargebacks................................24

Privacy policy ..........................................26

Processing FuturePay ...............................25

Processing Issues.....................................22

Publications Email ....................................39

R

RBS Streamline Merchant Services...............3

Refund

Reasons ...............................................16

request ................................................16

Refund ......................... 6, 16, 20, 29, 31, 36

Refund policy ..........................................26

Refund transaction ...................................22

Register Internet shoppers........................25

Remittance Department............................15

Reversal ........................................... 15, 32

RFI

response................................................ 6

RFI ... 2, 3, 5, 6, 8, 10, 14, 18, 23, 24, 25, 31, 32, 36

RFI reminder Email Format ....................... 32

RFI Time frame ......................................... 8

Risk management tool.............................. 26

S

Satisfaction............................................. 16

Security Code verification ......................... 29

Settlement currency ............................ 6, 10

Shopper Guarantee.................................. 16

Signed sales receipt ................................... 5

Split transactions..................................... 21

Stolen credit cards................................... 16

Support Email ......................................... 39

Supporting documentation 5, 8, 14, 15, 23, 36

Suspected fraudulent transaction............... 31

SWITCH cards ......................................... 20

T

Transaction fraud .................................... 16

U

Undisputed ............................................... 6

Unusual transactions................................ 28

W

WorldDirect customers ........................... 2, 3

WorldPay Guarantee Service ..................... 16

WorldPay Payment Pages ......................... 29

47

Documents

Chargeback Guide [Edition 2.4] - University of York