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Transact

Business account

Get tailored solutions to support your business.

Electronic banking

Simplify your business transactions with efficiency.

Global Trade

Manage risk and maximise returns in global markets.

Card Solutions

Boost your cash flow and reward your spend.
Back
Invest

Call deposits

Flexible access to your funds while earning.

Fixed deposits

Invest for a set term with a guaranteed interest rate.
Back
Borrow

Vehicle and asset finance

Tailored financing for vehicle and assets.

Loans and overdrafts

Instant overdraft access and quick business loans.
Back
Specialised solutions

Cash management

Cash management for medium to large businesses.

Merchant payment solutions

Tailored payment support with our powerful merchant solutions.

Merchant support

Smart support to manage payments and grow your business.
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  • Fraud and charge backs
  • Merchant support FAQ
Fraud & 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

via/mastercard
Merchant Helpdesk

0860 114966

card icon
Visa/MasterCard Authorisation

0860 321222

american express
American Express® Authorisation

0860 321555

Need help? Get in touch with merchant support

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