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- Fraud and charge backs
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Fraud & Chargebacks
- Fraud prevention
- Avoiding chargebacks
What is fraud?
Fraud involves criminal activity, such as the use of stolen or counterfeit cards to make purchases.
Tips to prevent fraud
Always
- Ensure the card is present during the transaction
- Check for visible alterations and expiry date
- Keep the card until all checks are complete
- Make a card imprint for manual transactions and include CVV/CVC
- Call the authorisation helpdesk for manual transactions
- Ensure PIN is entered by the cardholder
- Compare signatures on the card and sales voucher
- Keep smart cards in the device until the transaction is complete
Never
- Process multiple slips for one transaction
- Disclose your floor limit
- Return the card before authorisation or signature verification
- Deposit transactions for another merchant
- Accept non-Nedbank add-ons for your device
- Process manual transactions on debit cards
When to Call for ‘Code 10’ Authorisation
Call if:
- You suspect a counterfeit or altered card
- The transaction or customer seems suspicious
- Signatures don’t match
- The account number on the voucher differs from the card
- The customer wants to pay using only the card number
What are chargebacks?
A chargeback occurs when a transaction is disputed by the cardholder and reversed by their bank. If you can’t provide the required documentation, your business may lose the transaction amount.
Common reasons for chargebacks
- Expired or invalid cards
- Incorrect manual entries or missing card imprints
- Non-delivery of goods or services
- Duplicate charges
- Incorrect transaction amounts
- Suspected fraud
Tips to avoid them
- Obtain a card imprint on a manual (zip-zap) machine if the magnetic strip can’t be read, as proof that the card was present during the transaction
- The cardholder must sign the sales voucher
- Reconcile your daily settlements to ensure that transactions are processed correctly
- Obtain authorisation for every transaction over your floor limit if your electronic device does not provide you with one
- Phone the authorisation centre for authorisation – do not let the customer provide authorisation or call on your behalf
- Compare the signature on the card with the signature on the sales voucher
- Do not use your credit card at your own business to generate funds;
- Adhere to the rules and regulations set out in your merchant agreement
- Provide copies of sales vouchers within the retrieval request timeframes
How to authenticate an identity document
- Check the back of the photograph to make sure it hasn’t been tampered with
- Check the driving licence page to make sure that the details match
- Ensure that the date of birth corresponds with the cardholder’s age
- Check when the identity document was issued, remembering to age the photo
- Check the photo and make sure that it is in the holder
- Ensure that names have not been completed with Letraset
- Check the type of lettering, ensuring that it is in a straight line and contains no initials
Useful phone numbers
Merchant Helpdesk
0860 114966
Visa/MasterCard Authorisation
0860 321222
American Express® Authorisation
0860 321555
Need help? Get in touch with merchant support
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