Paper processing

Processing transactions using an imprinter

If your PDQ terminal is not functioning correctly, or if you have a power or telephone network failure, you may have to use your imprinter as a back up and complete the transaction using a sales voucher. You must then report all faults to our PDQ Helpdesk on 0844 811 6666.

UK Maestro and Solo transactions can only be processed using an imprinter if the terminal is not functioning correctly. Vouchers should be stored for at least 6 months.

Making a transaction when the customer is present

1. Place the card face up on the imprinter.
2. Place the sales voucher, face up, over the card and operate the imprinter.
3. Remove the sales voucher and card from the imprinter. Using a ballpoint pen and writing clearly, note all the necessary details, including the date, the amount of each item, the transaction total and a brief description of the goods on the sales voucher.
   
   If the customer is using a Purchasing card, they may require a customer reference number to be recorded in the relevant boxes on the sales voucher.
   
   If you are selling fuel, use the 'For Merchant Use Only' boxes on the sales voucher to record the vehicle registration number.
   
   Please remember: Altered vouchers are not acceptable. If you make a mistake when entering the details of a transaction, you must destroy the incorrect voucher and start again. It is essential that vouchers are not pinned, stapled, folded or damaged as this may cause processing problems.
   
   
4. Ask the cardholder to sign the sales voucher in the box indicated. Hold the card and watch while the voucher is being signed. Rub your thumb lightly over the signature strip on the card - it should be smooth and flush with the surface of the card.
5. Check that the signature on the sales voucher matches the signature on the reverse of the card.
6. Check that the spelling of the signature (if legible) corresponds with that of the name embossed on the card and check that the card is in date.
7. Check the signature strip to ensure that no attempt has been made to disguise the original signature. Please remember: If you are suspicious of the card, the presenter or the circumstances of the transaction, you must follow the Code 10 procedure.
8. If the transaction value is over your floor limit you must seek voice authorisation by calling us on 0844 822 2000. You must not split a sale, split sales are at your own risk and could be charged back if disputed.
9. Please remember that voice authorisation must also be obtained for all Solo and Purchasing card transactions.
10. You will be prompted for the following information when calling for authorisation:
    • Your merchant number.
    • Transaction type - you should say "standard authorisation".
    • The card number embossed on the customer's card.
    • The expiry date of the card.
    • The issue number if applicable (UK Maestro and Solo cards only).
    • The amount of the transaction (whole pounds only).
11. If the transaction is authorised, you will be given an authorisation code by a voice response service, which may include numbers and letters. Write the code in the appropriate box on the sales voucher. Detach the cardholder copy of the sales voucher and hand it to the customer with their card and goods.
12. If you request is refused, no reason will be given and you should return the card to the customer - unless instructed otherwise by the operator - and ask for some other form of payment.
13. If the transaction is referred to an operator, you should follow their instructions. Be prepared - the operator may in fact wish to speak to the cardholder.
14. Once the procedure has been completed to your satisfaction and all the required checks have been carried out, you must ensure that the necessary details of the transaction have been clearly recorded on all copies of the sales voucher. You should then detach the cardholder copy of the voucher and hand it to the customer with his or her card and their goods.
15. Key in the transaction when your PDQ terminal is working again. Take care when keying the card details to ensure that they are correct. If at a later date, the transaction is charged back due to invalid details being input, your company may be debited with a chargeback.
16. If the transaction is accepted, file the sales voucher in case of a subsequent dispute. Do not bank the voucher as you will be credited by your PDQ terminal.
17. If, when key entering the transaction, you receive a 'cannot process' message, bank the sales voucher for processing. Transactions will be honoured as long as you have obtained authorisation when required, followed all the procedures correctly and reported the fault to us, so that it shows on our log reports.
18. Pay the vouchers into your bank account within 2 days.