General hints & tips

Staff training is of paramount importance - employees responsible for handling card transactions must be alerted to potential problems.

The following tips have been split into three categories and will help to guard against possible fraud.

Transactions where the Card is Present

• When processing a transaction through an electronic terminal, always check that the card number that appears on your till receipt matches the number embossed on the front of the card.
• If a card fails to swipe through your terminal, it may be a counterfeit card. In these circumstances, you need to be extra vigilant and repeat the card checking procedures in the relevant Card Recognition Guide. If, after checking the card again, you are suspicious about the card or the card presenter, you should make a call to our Authorisation department (0844 822 2000) and say that you would like to make a Code 10 call. The operator will understand your predicament and will deal with your call sympathetically.
  
  However, there could be other valid reasons why the card may fail to swipe through your terminal e.g. faulty magnetic stripe. In these circumstances, to process the transaction, you should enter the transaction details using the terminal's keypad. In all instances, where a transaction is manually keyed, you must also imprint and complete a sales voucher, this will prove that the card was present at the time of the transaction. Full details of the transaction should be recorded on the voucher, which your customer will need to sign. The words "For Verification Only" should be written across the voucher.
  
  Your copy of the terminal receipt and the voucher should then be stored together in case of further query. The voucher should not be banked, as your account will be credited via the terminal in the normal way.
• Be wary of customers who appear nervous when making a purchase i.e. impatient and eager to make a quick purchase and leave.
• Be aware of any distraction tactics which a fraudster may use e.g. hurrying the transaction or seeking to draw attention away from the transaction.
• Be wary of customers who seem to be making random purchases without much thought being given to what they are buying (e.g. different sized garments).
• If a customer challenges you or queries why a transaction needs authorisation, explain that it is a procedure which you are obliged by the banks to carry out. A fraudster may not be so keen to persist with the transaction!
• Remember, it is also important to carry out all the card checks and other procedures advised by Barclaycard Business, and to always act on your suspicions.
• 'When in doubt check it out!' If you have any suspicions about the card, the presenter or the circumstances surrounding the transaction please telephone 0844 822 2000 and explain to our authorisation operator why you are suspicious. If you cannot speak freely say 'This is a Code 10 call.' This will alert us as to your circumstances. You will then be asked questions which are designed not to embarrass you in front of your customer.

However, please remember that authorisation is not a guarantee of payment and it does not prevent the card payment being charged back to you even if it has been authorised.

Transactions where the Card is Not Present

Be especially cautious regarding mail, telephone and Internet orders, that is, when the cardholder is not present. These transactions are particularly fraud prone and may result in chargeback at a later date. You are not obliged to take such orders under the terms of your Merchant Agreement. Full information can be found in our latest Merchant Procedure Guide which can be obtained by ringing our Customer Services Department on 0844 811 6666.

Find out more about our Card Security and Address Verification Service.

General Fraud Tips

• Not all fraudulent transactions can be detected by your point of sale equipment. If a stolen card is used, the genuine cardholder may not be aware of its loss, and if it has not been reported as stolen then the fraudulent transaction may be authorised.
• It is against the terms of your Merchant Agreement to process transactions on behalf of someone else. Laundering, as this type of trading is called, can seriously damage your business and you could become liable to chargebacks for the total value of the transactions.
• If you are approached with a proposal to buy card transactions or process other business transactions through your merchant number then please contact Barclaycard Business immediately on (01604) 252773.
• If you are suspicious about a cheque drawn on a Barclays Bank account, or the cheque guarantee card you are presented with, you should ring 0800 515 788 and ask for 'cheque card verification'.
  
  
• Check the card number against any warning notices you may have received from us. Do not volunteer or reveal any information, even if the caller claims to be from Barclaycard Business or any other part of the Barclays Bank Group. If you receive a telephone call asking for information about your card business such as:
  -cards and card numbers
  -expiry dates
  -floor limits
  -transaction amounts
  -merchant number
  -terminal details or any other such request
  
  Ask the caller for a telephone number, promise to call them back and then put down your telephone.
  
  Call our Customer Services Department on 0844 811 6666 and report the incident.
  
  Ensure all staff, including part time staff, have been warned not to divulge information. Remember that fraudsters know that purchases below your floor limit do not require authorisation.
• One of the functions of an electronic terminal is to store transaction data prior to transmission to us for processing. This information can be extremely useful to card fraudsters. Please remind staff that there have been instances of so-called 'engineers' visiting outlets claiming they have been instructed to remove a terminal for servicing or repair.
  
  Staff should always ask for some form of identification, and never allow anyone to take away a terminal, unless the visit has been requested.
  
  If you have any doubts about an engineer who calls to work on your terminal without prior notice, please ring our PDQ Helpdesk on 0844 811 6666.