Support

Frequently Asked Questions

HOW TO SPOT A FRAUD

Here are some examples of customer behaviour that could be a tip-off to a potential fraud:

Attempt to purchase a large amount of merchandise with no regard to size, colour, price or style
Don't ask questions about major purchases
Try to rush or distract you during sale
Make purchases and leave the store, only to return and make additional purchases
Make large purchases just after opening or right before closing
Refuse free delivery of large items

WHAT TO DO IF YOU SUSPECT FRAUD

For card-not-present purchases, ask for a phone number and/or an e-mail address to contact customer with any questions
Ask for additional information (consumer information or information that would typically be present on the card)
Call the Authorization Centre and ask for a Code 10 Operator
When Attempting to Get an Approval, What Does Call Centre Mean when it Appears on my Terminal Screen?
If you receive a Call Centre response on your terminal screen, call the voice authorization centre for approval. A Call Centre response means the issuer is requiring additional information before the transaction can be approved.

WHAT STEPS CAN I TAKE TO REDUCE CREDIT CARD FRAUD?

Check the card's security features
Swipe the card when possible
Obtain approval code
Verify the last four numbers on the card match the last four numbers on the receipt
Have the cardholder sign the receipt
Compare the signature on the receipt with the signature on the back of the card

HOW TO I RECUDE FRAUD ON KEY-ENTERED TRANSACTIONS?

Check the Account Number
Check the expiry date
Make an imprint of the card
Get a signature
Compare the signature on the receipt with the signature on the back of the card
Check security features on the card
Use fraud detection tools such as Address Verification as part of the authorization process

WHAT ARE THE SIGNS OF A POTENTIAL FRAUD?

Purchases for a large amount of merchandise with no attention paid to details
Customer has no inquiries regarding a major purchase
Customer attempts to distract or rush the merchant during sale
Customer makes a large purchase, leaves the store, and returns to make additional purchases
Large purchases made right after opening or before closing of store
Customer refusal of free delivery of large items

WHAT SHOULD I DO IF I SUSPECT FRAUD?

WHAT ARE THE SECUIRTY FEATURES ON A CARD?

The security features vary by card:

VISA

Account numbers start with the number 4
The four-digit number printed below the embossed account number must match the first four digits of the account number
The card has a stylized "V" security character embossed to the right of the expiry date
The signature on the sales draft should match the signature on the back of the card
The account number embossed on the card must match the account number printed on the sales draft or displayed on the terminal
A three-dimensional dove hologram should reflect light and seem to change as you rotate the card
The magnetic stripe should appear smooth and show no signs of tampering
All Visa cards must be signed before they are valid

MasterCard

Account numbers start with the number 5
The pre-printed Bank Identification Number (BIN) must match the first four digits of the embossed account number.
The valid date lists the last day on which the card is valid
MasterCard cards have a stylized MC security character embossed to the right of the valid dates
The back of the card must be signed and the signature should match the signature on the sales draft
A three-dimentional hologram with interlocking globes should reflect light and seem to move as you rotate the card
The last four digits of the account number embossed on the card must be exactly the same as the account number printed on the sales draft
The magnetic stripe should appear smooth and show no signs of tampering
The word "MasterCard" is printed repeatedly in multi-colours at an angle on a tamper-evident signature panel on the back of the card

American Express

Only the person whose name is embossed on the card is entitled to use it
Account numbers start with the numbers 37
The card may not be accepted for use after its expiry date
The portrait of the Centurion is printed with great detail
The last four digits of the account number embossed on the front of the card must be exactly the same as the number printed on the back of the card and on the sales draft
The letters AMEX and a phosphorescence in the Centurion portrait are visible when the card is examined under a UV light
The pre-printed customer ID should always appear above the account number
Check to ensure the signature panel has not been tampered with
All American Express cards including Network, Optima and Corporate will bear these security features