CITGO Payment Card Guide and Regulations

Transcription

Payment Card Guide
and Regulations
Your complete guide for all payment card transactions
accepted by CITGO.
April 2016 FORM 57-289
1
Content
EMV Chip Card Processing......................2
Best Practices/Training Tools
to Assist You on Payment Card
Transaction Processing ..........................3
CITGO Rewards® .....................................4
CITGO Gift Card ......................................5
CITGO Check Card ..................................6
CITGO Fleet, Fleet Select and
Fleet Universal .......................................7
CITGO In-Store .......................................8
MasterCard and VISA .............................9
American Express ................................10
Discover/PayPal ..................................11
Diners Club ..........................................12
Voyager ................................................13
WEX .....................................................14
Debit Networks ....................................15
EBT -Electronic Benefits Acceptance .....16
How to process non-POS
manually imprinted invoices
electronically .......................................17
Fullfilling Requests for
Invoice Copies (RFCO) ..........................18
Payment Card Regulations ...................19
Summary and Reward Procedures.........21
2
CITGO Quick Reference Guide
Below are frequently used numbers when processing credit card transactions.
American Express
CITGO Fleet
CITGO Fleet Select
CITGO In-Store
CITGO Rewards Card®
Diners Club
Discover/PayPal
VISA/MasterCard
Voyager
WEX
Obtain
Authorization
Merchant #
800-528-2121
800-842-0071
800-842-0071
800-842-0071
800-859-9655
800-525-9040
800-347-1111
800-343-5792
800-987-6589
800-842-0071
135 840 3236
City
60110 16161 00002
117 107 946
Houston
ZIP Code
77077
Report Suspicious
Activity
Request for Copy
(RFCO) Fax #
800-528-2121
800-761-7181 x7032
800-761-7181 x7032
800-761-7181 x7032
855-598-4885
800-525-9040
800-347-1111
Issuing Bank
800-987-6591
800-761-7181 x7032
832-486-4476
800-395-0809
800-395-0809
800-395-0809
800-603-0254
832-486-4476
513-900-6025
402-933-1840
832-486-1095
800-395-0809
HELPFUL PAYMENT CARD OPERATIONS NUMBERS
CITGO Customer Service and Payment Card
800-423-8434
CITGO Fleet (Marketers/Retailers only)
855-804-1455
CITGO Help Desk
800-533-3421 option 2, option 2
Merchant Supplies
800-805-8492
Order Forms; POS Paper and Ribbons
800-533-3421 option 2, option 4
Out-of-Balance Batches (CBR)
800-247-2251
Payment Card Operations
800-423-8434
If you are suspicious of the person using a
VISA, Mastercard, AMEX or Discover card, call
the appropriate card authorization number and
request a Code 10. The operator will ask you
questions that can be answered with a “yes” or
“no,” then advise you if the sale is valid and give
you an authorization code.
Always check each credit card for the following:
a. Name on card matches name on receipt
b. Card is not expired
c. Card has not been altered
d. Signature on receipt matches the signature
on the back of the card
CITGO generally prohibits the sale of lottery tickets
on both debit and credit cards. However, for states
that have adopted legislation specifically allowing
lottery sales on payment cards, CITGO will allow these
sales on the CITGO network with the understanding
that Marketer/Retailer must:
(1) comply with all state requirements associated
with selling lottery tickets on payment cards.
(2) accept all liability for chargebacks associated
with the purchase of lottery tickets on payment
cards.
(3) comply with card brands registration procedures
where applicable.
*** All transactions must have a valid authorization
number. If the POS device messages states “call
auth”, you must call the appropriate authorization
center to obtain the authorization. Be sure to write
the authorization number on the invoice and key in
the number provided. *****
1
EMV (Europay MasterCard and VISA) Chip Card Processing
The customer will follow the steps below:
Step 1: Insert the chip end of the card into the
terminal (instead of swiping).
Step 2: K eep the card in the terminal to complete
the purchase.
Step 3: Take your card with them when they leave.
Secure
EMV cards and terminals work as a team to protect
card payments. EMV cards store payment information
in a secure chip versus a magnetic stripe. Payment
transactions are secured with (1) card authorization
to protect against counterfeit cards, (2) cardholder
verification that authenticates the cardholder and
protects against lost and stolen cards, and (3)
transaction authorization via a unique code assigned
to each transaction that’s virtually impossible to
replicate in a counterfeit card.
What is EMV?
EMV is a chip embedded into credit cards for digital
payment acceptance that will reduce counterfeit
card liability. In order to avoid chargebacks from
counterfeit card fraud, your locations must be able
to accept EMV cards by the industry deadlines
established.
The following dates indicate when financial
institutions begin to pass along counterfeit card
chargebacks.
• Inside – Oct. 1, 2015
• Island Card Reader (ICR) – Oct. 1, 2017
Chip
2
Best Practices/Training Tools to Assist You on Payment Card Transaction Processing
Read and understand all conditions outlined on
page 19 “Payment Card Regulations”
Cards Accepted:
• CITGO Rewards®
•
•
•
•
•
•
CITGO Gift Card
CITGO Fleet
CITGO Check Card
American Express
Discover/PayPal
Diner’s Club
•
•
•
•
•
asterCard/MasterCard Fleet
M
VISA/VISA Fleet
Wright Express (WEX)
Voyager
Fuelman (only if Marketer has
signed up for the program)
Products/Services Prohibited from Purchase:
• L ottery Tickets - CITGO generally prohibits the sale of
lottery tickets on both debit and credit cards. However,
for states that have adopted legislation specifically
allowing lottery sales on payment cards, CITGO will allow
these sales on the CITGO network with the understanding
that Marketer/Retailer must:
(1) comply with all state requirements associated with
selling lottery tickets on payment cards.
(2) a ccept all liability for charge-backs associated with the
purchase of lottery tickets on payment cards.
(3) comply with card brands registration procedures where
applicable
• Accumulating Sales
• Cash Advances
• Money Orders
• Firearms
• Truck Rentals
• Motel/Hotel Charges
• Extended Warranties
• Service Contracts
•M
aterials disparaging to the CITGO brand (such as drug
paraphernalia, pornographic materials, etc.,)
General Processing Guidelines for all Cards
1. Check the last 4 digits of the credit/debit card to the last
four digits of the POS receipt. If the numbers do not match,
decline the sale and ask for another form of payment.
2. ID a customer request that you contact their issuing
bank by calling the telephone number on the back of
the credit card, decline and card the card authorization
number (see page 1) ONLY for approval;; otherwise the
transaction will be subject to chargeback.
3. Sales of food, beverage, cigarettes, phone cards
and sundries are limited to $75.00 per day per card
and must be sold in clearly itemized transactions.
If marketer/retailer elects to sell these products in
purchases exceeding the $75 limit, CITGO may charge
back the entire purchase in the event of fraud or dispute.
4. Chip cards in the event the chip card does not read, ask
for another form of payment.
5. All transactions must be clearly itemized; otherwise,
they are subject to chargeback.
6. If you are suspicious of the customer using the card, call
the authorization number (see page 1) and request a
Code 10 for suspicious card.
Obtaining Credit Authorization via the Point-of-Sale
(POS) Terminal or Calling the Authorization Center
• Indicates only the availability of funds at the time of
authorization. It is not an unconditional promise or
guarantee that any card transactions will not be subject
to chargeback.
• If you are suspicious of the person making the
transaction, call the authorization number and request
a Code 10 (suspicious card), and the operator will ask
questions to verify if the person using the card is in fact
the true cardholder and provide an authorization code.
Common Chargeback Reasons (Some, Not All)
a. No authorization. If POS device prompts you to call for
authorization and you fail to do so, the transaction is
subject to chargeback.
b. Request for ticket copy not provided or not provided
within the ten (10) day timeframe.
c. Manually keyed transactions – you must take the POS
receipt and manually imprint the front of the receipt with
the credit card to show the card was present at the time
of sale (refer to page 5).
d. Unembossed cards CANNOT be manually entered into
the POS device, as you have no way to imprint the
receipt to show the card was present at the time of sale.
You need to request another form of payment if the
unembossed magnetic stripe cannot be read.
e. Sales of unauthorized products or sales in excess of
established limits.
f. Disputed repair invoices.
g. Late presentment of transactions – make sure the date
on your POS device is correctly set daily.
h. Incomplete, unsigned or illegible invoices.
i. Accumulating sales.
j. No product description and/or ticket not itemized.
• E nsure your keys on the POS device have codes/
descriptions of merchandise sold (i.e.: beer, cigarettes,
etc., not just “merchandise”).
k. S plit Sales- CITGO prohibits split sales processing
multiple transactions separately instead of as one
transaction. If you elect to process split sales, those
transactions are subject to chargeback in the event of
fraud or a dispute.
l. C-Store Merchandise Limit – Sales of food, beverage,
phone cards and other sundries are limited to $75 per
day, per card and must be clearly itemized. Sales of
cigarettes may exceed $75 but are limited to one carton
per day, per card and must be clearly itemized. If you
elect to sell merchandise in transactions exceeding the
limit, CITGO may charge back the entire purchase in the
event of fraud or a dispute.
Velocity at the Dispensers
a. CITGO enacted a daily velocity of two transactions in
a 24-hour period at the pump for VISA, MasterCard,
America Express and Discover, (excluding fleet and debit
transactions) to protect customers from fraudulent use
of their account, and to deter criminals. If a customer
attempts a third purchase, within the 24-hour window,
they will receive the message “see attendant,” and the
clerk will receive the message “frequent user.”
b. VISA and MasterCard have separate bin ranges for their
fleet customers (first six digits of the account number);
therefore, the daily velocity is set at 9 transactions in a
24 hour period. However, American Express and Discover
comingle their fleet accounts with consumers’ accounts;
therefore, the daily velocity remains at 2 transactions in a
24-hour period.
c. If a customer enters a wrong ZIP code on a transaction, it
is counted in the daily velocity count.
Skimming Information
Credit card skimming continues to be a major problem at
fuel dispensers across the United States, but here are some
best practices to put into play at your retail locations to
help combat this type of fraud.
1. Be familiar with the inside of your dispensers. Take photos
for future reference and check other dispensers for
comparison if you find anything that looks abnormal.
2. Do daily inspections of all dispensers for any signs
of tampering or any foreign devices. (The industry
recommendation is to inspect all dispensers at the
beginning of each shift.) Check behind cables to ensure
skimmers are not hidden. Also, inspect dispensers if any
card reader problems occur; non-operating or faulty
operating card readers can be a sign that dispensers
have been tampered with.
3. Upgrade locks or replace them. Be sure to check with
your local fire department when you upgrade or replace
to ensure they do not have any restrictions.
4. Utilize security tape over the crind doors on all dispensers
to identify tampering. This tape, referred to as the “We
Care Decal,” will indicate “VOID OPEN” in the event that
someone tampers with a dispenser. Serial numbers must
be tracked.
5. Use video surveillance cameras at the pump,
if possible, to help deter criminals and to identify criminal
activity. Be aware of suspicious vehicles parked for long
periods of time at the fuel island.
The appearance of skimmers is always changing, so be
suspicious of anything that looks unusual such as:
• a skimming device installed directly behind the card
reader and wrapped in electrical tape.
• a skimmer wrapped in electrical tape that was attached
to a longer cable dropped down below the crind door.
This type of device is undetected when only the crind
door is opened during inspections.
• an altered card reader that includes an additional board
that is capturing data from each card that is swiped.
If you detect skimming devices at your locations, do not
touch them. Immediately shut down the dispenser and call
your local law enforcement. You should also contact Kay
Carlisle, CITGO Payment Card Operations manager, at 800423-8434, ext. 4340, or lcarlis@citgo.com.
3
CITGO Rewards® Card (CITGO-Branded Locations Only)
To Obtain Authorization if POS system prompts you to
call the authorization center; POS system is down or
you are suspicious of cardholder (Code 10):
123456789
801
VALID THRU
CARD NO
1/17
MEMBER SINCE
2010
CARDHOLDER NAME
• Contact the authorization center, 800-859-9655,
and be prepared to provide the following information:
• Location number or area code and telephone
number for your site
• Complete account number
• Expiration date or ZIP code as prompted
The CITGO Rewards® Card will be “unembossed”;
the account number will be flat – not raised. The
unembossed cards are designed to be processed
electronically; however, if the magnetic stripe will not
read, you may manually enter the account number
into your POS device. You must prepare form 57-50
and legibly write the account number (APPLIES ONLY
TO THE CITGO REWARDS® CARD) in the top left hand
corner and completely itemize the invoice, including
the authorization number and staple form 57-50 to
POS receipt. In the event you get a request for copy,
you must provide the POS and 57-50 receipts.
CITGO reserves the right to issue various CITGO card
graphic designs not depicted in this guide.
Transaction Processing
• A ll transactions must be conducted on CITGO
point-of-sale equipment.
• If the POS terminal is not available or the network
is unavailable:
• Call the authorization center to obtain an
authorization, 800-859-9655.
• Write the credit card number and expiration
date, and complete form (57-50) and itemize
the sale, including the authorization number and
customer signature, to show the credit card was
present at the time of sale.
• When the POS is operational, manually enter the
account number and sales information.
• S taple the invoice (57-50), to the POS receipt and
maintain for your records. In the event you receive
a request for copy of this transaction, both the POS
and manual receipt must be furnished.
4
• Amount of sale
• Product being purchased
Failure to obtain an approval code could result
in chargebacks. Customer’s signature on the
invoice must correspond with the signature on
the back of the credit card.
To obtain an approval number for the non-POS
transaction, call 800-859-9655. Be prepared to
provide the following information:
• L ocation number or area code and telephone
number
• C omplete account number
• E xpiration date or ZIP code as prompted
• A mount of sale
• P roduct being purchased
You will be given an approval code or other
instructions. Be sure to write the approval code on
the invoice.
Products and Service Restrictions
Automotive Services: No deposits or down payments
on automotive services are allowed on the card.
Automotive services completed in full may go on
the card.
Cash advances are through Cirrus ATMs only.
CITGO Rewards® Card Customer Service: 855-598-4879
RFCO (Request For Copy of POS Invoice):
Fax # 800-603-0254
(must be 8 ½ x 11 only and must be legible)
PRODUCTS AND SERVICES
EXPRESSLY PROHIBITED
The sale of the following items is expressly
prohibited under any circumstances.
• Accumulating Sales • Truck Rental • Firearms
• Motel/Hotel Charges • Cash Advances
• Lottery Tickets • Money Orders • Cash Back
• Materials disparaging to the CITGO brand (such as
drug paraphernalia, pornographic materials, etc.)
CAUTION: Obtaining credit authorization does
not permit charges in excess of the limits
shown in this guide and does not exempt
the Marketer/Retailer from any other credit
conditions contained herein.
PRODUCT RESTRICTION:
Convenience Store/Fast Food/
Miscellaneous Merchandise
C-Store Merchandise Limit – Sales of food,
beverage, phone cards and other sundries are
limited to $75 per day, per card and must be
clearly itemized. Sales of cigarettes may exceed
$75 but are limited to one carton per day, per card
and must be clearly itemized. If you elect to sell
merchandise in transactions exceeding the limit,
CITGO may charge back the entire purchase in the
event of fraud or a dispute.
CITGO Gift Card (CITGO-Branded Locations Only)
The CITGO Gift Card is a pre-paid, stored value
card sold at CITGO-branded locations. It is valid
for products and services at participating CITGObranded locations.
The CITGO Gift Card is not redeemable for cash,
except where permitted by law (refer to table on
right). An activated card should be treated as
cash and will not be replaced if lost or stolen.
These terms and conditions are printed on the back
of each card, and additional terms and conditions
are available on the website.
CITGO reserves the right to issue various Gift Card
graphic designs not depicted in this guide. CITGO
reserves the right to limit card order quantities.
The CITGO Gift Card is rechargeable up to 999 times.
A POS terminal must make connection with the
network, for both activations and sales, for the
CITGO Gift Card to process. If the terminal cannot
connect, another form of payment must be used.
Refer to your POS System Manual user guide or the
Integrated System Manual for instructions on Gift
Card transactions.
Manual transactions are not allowed, whether
manually keyed POS transactions or manually
imprinted non-POS transactions.
• L imit the single-day daily activations (e.g., load or
reloads) to $2,000 or less for a single card.
• L imit sales to a single consumer in one day so the
aggregate sale of all cards is less than $10,000.
An initial activation fee of up to $0.50 may be
charged when a customer purchases a new
CITGO Gift Card. No other fees may be charged in
association with the CITGO Gift Cards.
Customer Inquiries and General Retail
Location Inquiries:
800-533-3421, option 2
STATE CONSUMER PROTECTION STATUTES
Mandatory Cash Back Chart (7-2012)
State
Dollar Amount
Maine
Less than $5
New Jersey
If original value was more than $5,
less than $5
Rhode Island
$1
Activation and Transaction Processing
Vermont
Less than $1
Gift Cards have no value until purchased and must
be activated through the POS terminal by the store
attendant at time of purchase. The consumer
determines the value of the card for any whole
dollar amount from $5 – $300 ($5.00 minimum
activation with reloads in whole dollars starting
at $1.00).
Washington
Less than $5
CITGO discourages the purchase of Gift Cards
with a credit card, as you could be subject to
double liability for the value if a stolen credit card
is used to make the purchase. Transactions are
subject to chargeback in the event of fraud or
a dispute.
5
CITGO Check Card (CITGO-Branded Locations Only)
Overview
The CITGO Check Card is a payment card that is
linked to a consumer’s checking account. When
using the card, it is similar to an electronic check
in that the transactions are ACH debited from the
consumer’s checking account within 1 to 3 business
days. The CITGO Check Card can be used as a form
of payment at the pump and for in-store purchases
at participating CITGO-branded locations. This is
not a credit card and the consumer’s credit is not
checked when they enroll. When consumers use the
CITGO Check Card, they receive a discount off their
total purchase amount.
Activation
Consumers will pick up a card at any participating
CITGO location; the card is free to consumers.
The CITGO Check Card is not active until a
consumer enrolls and activates the card online.
An alternative to online enrollment is a paper
application form, which should be available at
each store. A consumer can fill out the paper
form and send in with a voided check.
Upon enrollment, some consumers will be active
immediately and others will have to complete a
two-step validation process. For those consumers,
ZipLine (the CITGO ACH processor) will send a test
deposit and withdrawal to the consumer’s checking
account. The consumer will see the transactions
within 1 to 3 business days. Once the consumer
knows the amounts of the two test transactions,
the consumer can enter them on the enrollment
website or call Customer Service in order to activate
their card.
When consumers use the card, they receive a 1%
discount on their total purchase. The discount
amount is indicated in the debit from their checking
account, which is less than what is shown on the
POS receipt. This is called a “Back-End Reward.”
point-of-sale (POS) equipment.
• T he CITGO Check Card has spending limits set by
ZipLine, which include per transaction, daily and
weekly spending limits.
POS Processing
In order to complete a transaction with the CITGO
Check Card, a PIN pad must be used to enter the
consumer’s User ID/PIN (which was selected by the
consumer during the enrollment process).
A POS terminal must make connection with the
network for a sale to be completed and processed.
If the terminal cannot connect, another form of
payment must be used.
Since these are debit transactions secured via a
UserID/PIN, PIN-debit at the gas pumps must be
enabled for outside transactions to be processed.
6
Important Information
a. A ctivation is completed online at
www.CITGOCheckCard.com or by
calling ZipLine Customer Service at
844-687-1680.
b. Paper enrollment forms are mailed to
ZipLine (by the consumer) for processing.
b. T he ZipLine Customer Service phone number
is 844-687-1680.
c. A dditional cards can be added for use by
other family members by picking up cards
in a store and calling customer service.
d. The RFCO fax number is 954-449-8369.
e. If a card is left at store it should be destroyed.
f. If a consumer loses their card, they can
report it lost/stolen on the member website
or by calling customer service.
CITGO Fleet, Fleet Select and Fleet Universal (CITGO-Branded Locations Only)
CITGO Fleet, Fleet Select and Fleet Universal cards
provide full transaction data, including date and
time of purchase, fuel type, quantity and priceper-gallon for commercial consumer use. Fleet
managers can set card controls, including daily
and monthly limits for fuel, merchandise and
services. Free website access is available to view
account information and update card controls.
Tax-exempt billing is available for qualified
agencies. All valid cards have expiration dates.
POS Processing: There may be limitations on the
amount of the transaction, grade of fuel, merchandise
authorized or other miscellaneous items elected by
the Fleet Account at the time of account approval that
may restrict transaction authorization. All the credit
cards have various combinations of the following
customer prompting:
Transaction Processing (Fleet, Fleet
Select and Fleet Universal)
• Customer Reference – four or six digits, depending
on your POS software version
is unavailable:
• Driver ID – four digits
• Odometer – up to seven digits (full miles only; do
not enter tenths of miles)
A PIN pad must be used to enter this information if
prompted by the POS terminal. Refer to your POS
manual for additional information.
To obtain authorization if prompted by the POS
system; POS system is down or you are suspicious
of cardholder (Code 10):
• Imprint the credit card and complete form 57-50
and itemize the sale, including the authorization
number, driver ID and/or vehicle number,
odometer and customer signature, to show the
credit card was present at the time of sale.
• C ontact the authorization center, 800-3524846 and be prepared to provide the following
information:
•W
hen the POS is operational, manually enter the
• Staple the manually imprinted invoice (57-50),
to the POS receipt and maintain for your records.
In the event you receive a RFCO of this
transaction, both the POS and manual receipt
must be furnished.
• Personal, Family or Household Products
VIP hotline: 855-804-1455
Fax # 800-395-0809
(must be 8 1/2" x 11" only and must be legible)
• Expiration date as prompted
• Amount of sale
• Driver ID and/or vehicle number if prompted
Failure to obtain an approval code or providing an
invalid expiration date or missing billing date could
result in a chargeback.
7
CITGO In-Store (CITGO-Branded Locations Only)
All non-POS transactions, regardless of the amount,
must be cleared through the authorization center
and must clearly show the approval number on the
manually imprinted ticket (form 57-50).
The CITGO In-Store card is for use when the customer
has designated that all purchases be restricted to
the CITGO location at which the card is retained. All
features of Business and Business Select programs
apply to the In-Store card as well.
The In-Store card is mailed by CITGO directly to
the authorized CITGO location embossed on the
face of the card. Point of Sale (POS) transactions
will be declined if an attempt is made to use the
card at any other CITGO location. If your 8-digit
CITGO location number changes, please contact
CITGO Business Customer Service. Your current
In-Store cards can be temporarily coded to allow
acceptance under the new location number until
replacement In-Store cards can be issued with the
new location number.
Processing transactions on these cards must be
conducted on CITGO point-of-sale (POS) equipment.
When the POS terminal is not available or the
network is unavailable, non-POS transactions may
be conducted on a non-POS invoice (form 57-50).
See page 15 for non-POS processing instructions.
When the POS terminal or network is operational,
the site must manually key into the POS device
all paper transactions that were made during
the outage.
8
POS Processing: There may be limitations on the
amount of the transaction, grade of fuel, merchandise authorized or other miscellaneous items elected
by the Fleet Account at the time of account approval
that may restrict transaction authorization.
All the credit cards have various combinations of the
following customer prompting:
• Driver ID – four digits
• Odometer – up to seven digits (full miles only; do
not enter tenths of miles)
• Customer Reference – four or six digits, depending on your POS software version
A PIN pad must be used to enter this information if
prompted by the POS terminal. Refer to your POS
manual for additional information.
To obtain an approval number, call 800-352-4846.
Be prepared to provide the following information:
• Location number (8 digits)
• Expiration date
• Total amount of sale
(whole dollars only – i.e., $9.95 = $10)
You will be given an approval code or other
instructions. Be sure to write the approval code
on the invoice.
Failure to obtain an approval code, invalid
expiration date or missing billing data could
result in chargebacks. Customer signature on
invoice is required. Fleet drivers should contact
their fleet manager if there is a problem with
card acceptance. This card cannot be used at
automated pumps (ICR/CRINDS).
VIP hotline: 855-804-1455
Fax: 877-470-2234
Email: citgovip@fleetcor.com
Hours 7am - 5pm CST.
Fax # 800-395-0809
MasterCard and VISA
The MasterCard
logo and hologram
may be located on
the back of some
cards.
MasterCard and VISA issue embossed and
unembossed cards, which are accepted
at our locations. The unembossed (flat)
credit cards are designed to be processed
electronically only. These are valid credit
cards and should be accepted as a standard
form of electronic payment. If the card
cannot be processed electronically (magnetic
stripe will not read), you must ask for
another form of payment as these cards
cannot be imprinted.
is unavailable:
• Imprint the embossed credit card, complete
form (57-50) and itemize the sale, including the
authorization number and customer signature,
to show the credit card was present at the time
of sale.
• When the POS is operational, manually enter
the account number and sales information.
In the event you receive a request for copy of this
must be furnished.
To obtain authorization if POS system prompts you
to call the authorization center; POS system is down
or you are suspicious of cardholder (Code 10):
• C ontact the authorization center, 800-343-5792,
and be prepared to provide the following
information:
• Enter Authorization Merchant ID 117 107 946
(always use this merchant number)
• Enter the CITGO Corporate ZIP code = 77077 and
city = Houston
• Expiration date or zip code as prompted
• Lottery Tickets • Money Orders
drug paraphenalia, pornographic materials, etc.) RFCO (Request For Copy of POS Invoice):
Fax # 402-933-1840
• Amount of sale
• If VISA/MasterCard Fleet – provide the driver ID and
or vehicle number
CITGO may charge back the entire purchase in
the event of fraud or a dispute.
9
American Express
American Express cardmembers may carry any of
the following cards: Personal/Corporate (green),
Blue, Gold, Platinum or Optima. Accept and
process all cards the same way.
is unavailable:
• Imprint the credit card, complete form
(57-50) and itemize the sale, including the
of sale.
• When the POS is operational, manually enter
the account number and sales information.
• Staple the manually imprinted invoice (5750), to the POS receipt and maintain for your
records. In the event you receive a request
for copy of this transaction, both the POS and
manual receipt must be furnished.
10
To obtain authorization if POS system prompts you to
• Contact the authorization center, 800-528-2121
information:
• Authorization Merchant ID 135 840 3236
• Amount of sale
Fax # 832-486-4476
Discover/PayPal
Discover issues both embossed and
unembossed credit cards, which are
accepted at our locations. The Discover itTM
unembossed (flat) credit card is designed
to be processed electronically only. This is
a valid credit card and should be accepted
as a standard form of electronic payment.
If the card cannot be processed electronically
(magnetic stripe will not read), you must
ask for another form of payment as this card
cannot be imprinted.
information:
• Authorization Merchant ID 60110 16161 00002
• Amount of sale
Failure to obtain an approval code could result in
chargebacks. Customer’s signature on the invoice
must correspond with the signature on the back
of the credit card.
drug paraphenalia, pornographic materials, etc.)
Fax # 513-900-6025
is unavailable:
authorization, 800-347-1111
• Imprint the embossed credit card, complete
form (57-50) and itemize the sale, including the
of sale.
must be furnished.
11
Diners Club
Cards beginning with:
Cards issued outside the
United States and Canada
3 = Diners Club International cards are owned by
Discover and are handled like Discover cards
5 = Diners Club North American cards are
MasterCards
Cards beginning with “30” are BP co-branded
cards and are NOT ACCEPTABLE at CITGO
locations.
Transaction Processing - Refer to Discover
procedures on page 11
12
Fax # 832-486-4476
Voyager
•W
must be furnished.
VOYAGER-issued cards are most commonly the
general or “universal” card, which is blue and gold.
Co-branded and special identity VOYAGER cards
have different graphics and colors. Note: All cards
will have the VOYAGER identification symbol in the
lower right-hand corner.
• A ll transactions must be conducted on CITGO pointof-sale (POS) equipment.
is unavailable:
• Imprint the credit card, complete form (57-50)
number , driver ID and/or vehicle number,
• Amount of sale
• D river ID and/or vehicle number if prompted
Voyager Customer Service: 1-800-987-6591
Fax# 1-832-486-1095
• Lottery Tickets • Money Orders • Gift Cards
drug paraphenalia, pornographic materials, etc.)
13
WEX
• C ontact the authorization center, 800-842-0071
Accept only cards beginning with “04”
The WEX® commercial fleet card is issued by WEX
to businesses using their fleet billing program.
WEX cards may vary in look. Check the bottom
right corner for the WEX symbol. This symbol will
appear on all WEX cards.
• Amount of sale
• D river ID and/or vehicle number if prompted
POS Processing
is unavailable:
number , driver ID and/or vehicle number,
•W
account number and sales information. Be sure
to enter the prefix that is imprinted on the card
”690046,” then the account number.
must be furnished.
Please be prepared to provide the following
information when processing a transaction through
the terminal:
• F leet account number – swipe the card or key in
the number from the card
• D river ID – 4- or 6-digit number provided by
the driver
• O dometer reading – provided by the driver
All information must be legible on the face of
the invoice (electronic receipt and/or manually
imprinted receipt). If not, it will be subject to
chargeback.
1. Imprint a CITGO credit card invoice (form 57-50)
with the WEX card:
- Account number
- Vehicle card number (five digits)
2. Itemize products sold on the invoice, showing the
number of gallons, price per gallon and amount
3. Itemize any repairs, merchandise, etc., by separate
category and amount.
4. Enter driver ID
5. Enter vehicle odometer reading
6. Enter WEX approval number
Customer signature on invoice is required.
14
• Lottery Tickets • Money Orders • Gift Cards
drug paraphenalia, pornographic materials, etc.) WEX Customer Service: 800-492-0669
RFCO (Request For Copy of POS Invoice)
Mail to: Wright Express, 97 Darling Ave.,
South Portland, ME 04106-2301
Fax # 800-395-0809
(must be 8 1/2” x 11” only and must be legible)
Debit Networks
To the right are the debit networks that are
currently acceptable through CITGO. Notices will
be sent on any new networks that may be added.
is unavailable, you cannot accept debit sales and
must ask for another form of payment.
• Manual transactions are not allowed on
debit sales.
Cash Back Restrictions – Retailers can allow a
maximum amount of $40 cash back on a debit card
purchase.
* F ailure to obtain authorization could result in
chargeback.
Customer signature on invoice must correspond with
signature on card, except for pin debit.
General Retail Location Inquiries:
800-533-3421, option 2
15
EBT - Electronic Benefits Acceptance
Criteria:
Questions?
CITGO can process your EBT transactions!
1. S tate EBT/SNAP registered merchant name on
the merchant receipt must be the same exact
name as on the CITGO network. (Example: Tom’s
Express #3 vs. Tom’s CITGO #3. Both must be
Tom’s CITGO #3)
Contact the CITGO POS Help Desk at 800-423-8434,
ext. 5283, or email POSHELP@citgo.com.
Accept EBT on your existing Point of Sale
(POS) today:
· VeriFone Ruby/Topaz with Sapphire
· Vx520
· Radiant
Vx520 Monthly rental fee = $75/month for both
the terminal and the PINPad.
Locations without POS systems that support EBT
have the option of ordering a Vx520 terminal to
accept EBT transactions.
2. If the names are not the same, please contact
your specific state and complete a name change
to match the CITGO merchant name. (Example:
Tom’s CITGO #3)
3. C ontact the CITGO POS Help Desk at 800-8238434 ext. 5283, or email POSHELP@citgo.com
and:
a. R equest EBT card type to be added to your
POS or order Vx520.
b. P rovide your CITGO location #.
c. Provide your SNAP/EBT FNS number.
d. Provide your SNAP/EBT merchant information.
e. C ontact CITGO after two business days to set
up EBT processing if not already completed.
16
How to Process Non-POS Manually Imprinted Invoices Electronically
point-of-sale (POS) equipment and the CITGO
Payment Card network.
is unavailable:
• Call the appropriate authorization center to
obtain an authorization.
number and customer signature, to show the
• Staple the manually imprinted invoice (57-50), to
the POS receipt and maintain for your records. In
the event you receive a request for copy of this
must be furnished.
If your POS device is not operational, do not
accept the following cards:
• CITGO Gift Cards • Debit Cards • EBT Cards
• Unembossed MasterCard, Visa or Discover Cards
Credit Card Invoice (57-50)
• 1 Imprint customer’s credit card, 2 Retail location number, 3 Retail location name
and address 4 Date of sale and 9 Amount of charge. Always double check to make certain the written amount and imprinted amount are the same.
• Product category must be marked 13 .
5 to show quantity and unit price.
• All sales must be completely itemized and extended (5)
6
• Place for attendant initials (6).
• Customer must sign invoice at time of sale (77 .
8
• Approval number obtained from the AUTHORIZATION CENTER shall be accurately and legibly inserted (8).
• Show vehicle number or customer reference number 10 .
• Show driver ID 11
(1 and show odometer reading
according to driver.
12
on all Fleet/Commercial cards where required
Invoice retention is 18 months, and they must be stored in a secured location. After 18
months, the invoices must be shredded.
17
Fullfilling Requests for Invoice Copies (RFCO)
How to Submit a Request for Copy
Invoice copies are due 10 calendar days from the
request date.
Request for Copy Notification
These requests can be obtained in one of three ways:
1. Electronic transmission to your CITGO gasoline
supplier via DTN
2. A POS terminal message to your location (to set
up, contact your Marketer)
3. MarketNet, a CITGO website
If a POS invoice is not received within 10 calendar
days of the initial request, it is subject to chargeback.
Fulfilling Your Invoice Requests – How to
avoid non-receipt chargebacks
1. M
ake sure your location employees know where
to store POS terminal messages that contain
RFCO information.
• R equest for POS invoice copies can come
at any time during the day. Be sure all
employees know what these items look like as
well as how to handle them.
18
2. Invoice(s) copies must be completely legible.
Illegible invoice(s) will result in a chargeback.
(An illegible invoice can be one that is light in
print and cannot be read clearly.)
• C hange printer ribbons frequently! It is
your responsibility to make sure the invoice
is legible.
3. W
hen responding to a RFCO, send only one
invoice per page:
• Place invoice on a 8 ½” X 11” paper along
with the original request for invoice copy
information showing. This information relates
to the exact case in which you are responding.
• Do not fax more than one invoice on a page.
If you have multiple requests, fax each
one separately. Indicate on the sheet to
which invoice request you are responding.
See example to the right.
4. F ax the requested invoice to the “send to” fax
number on the request.
KEEP YOUR FAX CONFIRMATION SHEET AFTER
FAXING THE REQUESTED ITEMS. This document
shows the date, fax number and confirmation
that your request was sent to the issuer. The
confirmation sheet is the only document that
confirms the correct office received the requested
invoice within the designated timeframe. Without
this document you have no recourse to reverse a
chargeback due to non-receipt. If your fax machine
does not currently produce a confirmation sheet,
consult your owner’s manual or service vendor to
enable this function.
Payment Card Regulations (CITGO-Branded, Private Label and Mystik)
This document represents a binding agreement
between CITGO Petroleum Corporation (“CITGO”)
and CITGO Marketers and Retailers (Marketer
and Retailer are referred to individually and
collectively as “you”). You must comply with all
terms and requirements as set forth within this
CITGO Payment Card Guide & Regulations (“Guide
& Regulations”), as amended by CITGO in its sole
discretion from time to time, and agree to accept
all cards identified herein (“Payment Cards”)
as approved methods of payment within the
CITGO payment card program, including but not
limited to any and all CITGO proprietary cards as
developed in its sole discretion from time to time.
All Payment Card transactions must be transmitted
through a CITGO-approved point-of-sale (“POS”)
device which is certified with the current PA-DSS
(Payment Application-Data Security Standards)
requirements and which complies with all statutes
or regulations passed by any state, local or federal
government entity, for use on the CITGO-affiliated
network. Customer-activated POS terminals such as
dispenser card readers, to the extent present at any
retail location, must be kept accessible and must
provide a receipt for each transaction. CITGO
reserves the right, in its sole discretion, to amend
its payment card program, including the right
to discontinue all or a portion of the program
or discontinue or withdraw its CITGO proprietary
cards and/or its approved Payment Cards and POS
systems and/or software without written notice.
All amendments to this Guide & Regulations will be
effective as of the date stated on such amendment.
Your failure to comply with any of the terms and
requirements of this Guide & Regulations may result
in the chargeback of invoices, fines, and/or fees
assessed by the card brands or the termination
of your participation in the CITGO payment card
program. All POS terminals must transmit payment
transactions via internet/broadband, unless
CITGO grants an exception, and have a firewall
installed using the products and services by a
CITGO Authorized Firewall Provider as listed on
MarketNet. CITGO reserves the right to update the
CITGO Authorized Firewall Providers and related
information from time to time without prior notice.
Information regarding POS products, and CITGOApproved Firewall Providers can be found on
CITGO’s MarketNet or www.MyCITGOStore.com.
I. Invalid Cards
Transactions on expired, damaged or invalid Payment
Cards will not be honored by CITGO.
II. Surcharging
You may not require any cardholder to pay a
surcharge as a condition for honoring any Payment
Card authorized or permitted to be accepted under
this Guide & Regulations.
III. Cash/Credit Tier Pricing
Should you choose to participate in cash/credit
pricing, you must do so in compliance with all
applicable local, state, and federal laws as well
as the Association Rules and Regulations that
are promulgated by VISA, MasterCard, Discover,
American Express and other payment card
companies (“Association Rules”). All signage must
be approved by CITGO prior to posting. Approved
retail signage may be obtained from the CITGO
branding department.
B. A separate invoice must be completed for each
sale. Sales to the same cardholder may not be
split on separate invoices, and accumulating
sales are expressly prohibited.
The cardholder’s copy of the invoice must be given
to cardholder at the time of sale. The hard copy of
the invoice must be electronically processed when
the POS terminal or network is operational.
VIII. Payment by CITGO – Processing Fees
A. Where applicable, and with appropriate
notification, CITGO will charge a processing
fee on Payment Card transactions. In those
situations, CITGO will discount the total amount
of the settlement accordingly.
B. CITGO reserves the right to change the rate of
the processing fee effective upon notice.
IV. Minimum Transaction Amount Restrictions;
No Discrimination or Differentiation
You may establish a minimum transaction amount,
not to exceed $10.00, on a credit (not debit)
account. Imposing a minimum amount on debit
transactions is expressly prohibited. You may not
engage in acceptance practices that discriminate
or differentiate between issuers or card brands.
IX. Invoice Retention
You must securely retain copies of POS transactions
and non-POS manually-imprinted invoices for a
minimum of eighteen (18) months. Copies must be
retained in a secure manner that is accessible only
by those personnel with a business need to know
and delivered to CITGO upon request. Shred all
documents after 18 months.
V. Credit Transactions
You may not process a credit transaction without
having completed a previous offsetting payment card
transaction with the same cardholder/account
number. You may not accept money from a
cardholder for the purpose of preparing a credit
transaction that will effect a deposit to the
cardholder’s account. Under no circumstances may
you require a cardholder to waive the right to dispute
a card transaction with the card-issuing bank.
X. Chargebacks
A. CITGO reserves the right to charge back Payment Card
transactions that are not in full compliance with the
terms of this Guide & Regulations or the Association
Rules, each as amended from time to time. CITGO
shall have the right to correct and adjust for errors
and inaccuracies. Chargebacks must be disputed
within ten (10) calendar days ; however, there is no
guarantee the chargeback will be reversed.
B. Authorization – You are responsible for obtaining
authorization in advance for each Payment
Card transaction. You acknowledge that
authorization: (i) indicates only the availability
of credit (or funds in the case of debit) at the
time of authorization; (ii) does not warrant that
the person presenting the card is the rightful
cardholder; and (iii) is not an unconditional
promise or guarantee that any Payment Card
transaction will not be subject to chargeback.
C. Causes for chargebacks include, but are not
limited to:
1. Failure to obtain authorization numbers.
2. Invalid, expired, or unauthorized card.
3. Accumulated sales or split sales.
4. Sale of unauthorized products or repairs
in excess of established limits (the full
transaction is charged back).
VI. Lost or Stolen Payment Cards
Lost or stolen Payment Cards should be reported
immediately to the appropriate phone numbers
noted in this Guide & Regulations. Written notification
of lost or stolen CITGO Rewards cards should be
addressed to CITGO Petroleum Corporation, P.O. Box
965004, Orlando, FL 32896-5004. Cards left at the
retail outlet should be cut in half and returned to the
corresponding address on page 21.
VII. Manually-Imprinted Invoices
A. A CITGO Invoice (Form 57-50) for eligible cards
shall be completed when your site is unable
to process electronically or the network is
unavailable to you at the time of a transaction.
Retailers must follow all instructions, including
full completion of invoices, detailed on page 17.
Continued on next page
19
5. Disputed repair invoices.
6. Incomplete, unsigned, or illegible invoices.
7. Failure to provide requested copies of POS
invoices within ten (10) calendar days.
8. Late presentation of transaction as
determined under this Guide & Regulations
or as determined under the Association
Rules and Regulations for the applicable
Payment Card. MasterCard and VISA require
that transactions be transmitted within
three (3) and five (5) calendar days of sale
respectively.
9. Transactions that, in the opinion of CITGO,
constitute fraudulent activity.
10. B ulk sales, including paying for gasoline
loads/deliveries with Retailer’s personal or
business credit and/or debit card.
11. M
anually-keyed transactions without
Payment Card imprint and authorization
number on sales slip.
12. “Unembossed” Payment Cards processed
manually.
13. No product descrition.
14. Illegal merchandise or materials that may be
disparaging to CITGO’s brand image.
15. S plit Sales- CITGO prohibits split sales
processing multiple transactions separately
instead of as one transaction. If you elect
to process split sales, those transactions are
subject to chargeback in the event of fraud or
a dispute.
16. C-Store Merchandise Limit – Sales of food,
beverage, phone cards and other sundries
are limited to $75 per day, per card and must
be clearly itemized. Sales of cigarettes may
exceed $75 but are limited to one carton per
day, per card and must be clearly itemized. If
you elect to sell merchandise in transactions
exceeding the limit, CITGO may charge back
the entire purchase in the event of fraud or a
dispute.
D. C ITGO shall have the right to offset chargebacks
against any credit or obligation it owes you.
XI. Retailers Supplied by CITGO Marketers
A. In the case of a Retailer supplied with CITGO
petroleum products by a CITGO Marketer,
Retailer shall have no right, recourse, or claim
for proceeds from Payment Card transactions
against CITGO. The Marketer supplying the
Retailer shall be solely responsible for
settlement of Payment Card transactions with
the Retailer.
20
B. M
arketer is responsible for ensuring Retailer
compliance with the terms and requirements of
this Guide & Regulations.
C. Any notice by CITGO to a CITGO Marketer shall
be deemed to be notice to the CITGO Retailers
supplied by that CITGO Marketer.
XII. General Provisions
A. All provisions in the applicable Marketer Franchise
Agreement or Distributor Franchise Agreement
concerning Payment Card transactions apply to
the Marketer in addition to any requirements
of this Guide & Regulations. Marketer grants
to CITGO a security interest in all Payment Card
proceeds to secure all Marketer obligations to
CITGO. The security interest of CITGO in such
processes is perfected while such proceeds are
in the possession of CITGO. In addition, CITGO
may apply and/or set-off such proceeds against
amounts owed to CITGO by Marketer.
B. R etailer; as used herein, means a retail location
authorized by CITGO, or by a CITGO Marketer, to
market CITGO-branded petroleum products.
C. Acts and knowledge of your employees and
agents in making Payment Card transactions
shall be deemed to be your acts and knowledge
D. If it is determined that you, your staff, or your
personnel have committed any act, or have
knowledge or notice of any fact or circumstances
that would indicate fraudulent activity or any
use other than the handling of normal Payment
Card transactions, CITGO reserves the right to
terminate your ability to accept Payment Cards
and take all appropriate legal action to hold you
liable for such action.
E. CITGO reserves the right to request your sales
receipts and/or monthly sales reports, for
auditing purposes, and you agree to provide
such requested documents.
F. You may not, and you must ensure that your
service providers do not, disclose, sell, or
disseminate any information obtained solely
as a result of a cardholder’s use of Payment
Cards in transactions except for purposes of
authorizing, completing, and settling card
transactions and resolving any chargebacks,
retrieval requests, or similar issues involving
Payment Card transactions (other than pursuant
to a court or governmental agency request,
subpoena, or order). You must use proper
controls for and limit access to, and render
unreadable prior to discarding, all records, POS
Equipment and pinpads and any other devices
that could contain or transmit cardholder data.
G. Marketer shall maintain sufficient backup
equipment, procedures, and processes to ensure
that Retailer can continue properly processing
payment card transactions in a manual mode,
in the event of a major disruption, disaster,
or failure in the local electronic system or the
remote network.
H. You must be compliant with all provisions
of the most current PCI-DSS requirements
found at www.pcisecuritystandards.org, as
well as all applicable statutes or regulations
promulgated by local, stateand federal
government entities (“Applicable Rules”).
You are responsible for complying with the
Applicable Rules to ensure that you and store
employees protect all Personally Identifiable
Information related to CITGO Payment Card
transactions. Failure to comply can result
in termination of participation in the CITGO
Payment Card program, and could subject you
to investigation and remediation costs, fines,
fees, chargebacks and penalties.
I. You must cooperate fully with CITGO, law
enforcement investigators, payment card industry
representatives, or payment card industryapproved (or CITGO-approved) third parties
and provide full and complete access to allow
them to conduct a complete security review to
validate compliance with PCI-DSS, Association
Rules, applicable law, or CITGO-required security
standards for protecting cardholder data.
You are responsible for balancing records to ensure
payment of card transactions. Transactions older
than (3) MasterCard (5) VISA days will not be
guaranteed payment.
XIII
This Guide & Regulations is effective upon receipt
and supersedes all previous versions of the Guide
& Regulations issued by CITGO. Any other written
notice or condition furnished to you by CITGO
governing Payment Card transactions, to the extent
not inconsistent with this Guide & Regulations,
continues in force as supplemental to this Guide
& Regulations, until canceled or superceded by
subsequent notice or conditions.
Summary and Reward Procedures
Reward Procedures
Since you are an independent business person,
CITGO cannot tell you how to conduct your affairs.
If you receive a terminal response of BAD CARD
when attempting to process a POS transaction,
or are requested to pick up a credit card when
obtaining approval through the Authorization Center,
please do so peaceably. CITGO has not, will not
and does not ever authorize you to accuse any
person of a crime. It is suggested that you not
make any accusations, file a complaint or cause
the arrest of a customer without first consulting
your attorney.
If you have been requested to decline the sale and
pick up a credit card and have done so, cut the card
in half just below the cardholder number. Do not
damage the magnetic strip or account number.
Mail it to the address indicated, accompanied
by a slip of paper containing the date recovered,
your name and address. Transmittals on returned
American Express cards should also contain the
CITGO SE Merchant Number 135 840 3236.
Mail cards to:
CITGO Rewards
PO Box 965004
VISA/MasterCard
Orlando, FL 32896-5004
Bank of America Merchant Svcs
Attn: Card Return Department
Discover
P O Box 5019
Discover/Novus Card Center
Hagerstown, MD 21740
Security Department R
P O Box 28545
American Express
Columbus, OH 43228-0545
American Express
Awards Department
American Express
P O Box 53617
American Express Co.
Phoenix, AZ 85072-3617
P O Box 53617
602-516-5315
Phoenix, AZ 85072-3617
Cards Left At Retail Outlets
NOTE: There is no reward for the return of any
CITGO-issued card unless you are specifically
requested to pick one up by FAX, letter or a
telephone call from the CITGO office.
Return any cards left at the retail outlet each day
with a letter stating “card left at Service Station”.
No rewards are paid for these cards. Cut the card(s)
in half, write a note stating “card left at service
station” and mail as indicated below:
CITGOFleet
Call 1-800-492-0669 for instructions.
Voyager
Call 1-800-987-6591 for instructions
WEX
Call 1-800-492-0669 for instructions
Credit Forms and Supplies
Retailers should obtain credit card forms and
supplies from their Marketer. Marketers may obtain
credit card forms and supplies by calling the
Merchant Supplies Center at 1-800-805-8492.
PLEASE ORDER BY FORM NUMBER. (Example:
Credit Card Invoice – Form (57-50)
CITGO Check Card
Destroy the card.
VISA & MasterCard
Bank of America Merchant Svcs
Attn: Card Return Department
P O Box 5019
Hagerstown, MD 21740
21
Notes
22
Notes
23
Notes
24
25
www.citgo.com
CITGO Petroleum Corporation
P.O. Box 4689
Houston, TX 77210
800-992-4846
© 2016 CITGO Petroleum Corporation
26

CITGO Payment Card Guide and Regulations

Transcription

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