11.3 Credit cards

11. FINANCE AND CASH HANDLING

Ensure all credit cards, credit card transactions, and reports are tracked, logged, and handled according to Bateel procedures

Scope:

Related Documents:

9.1 – 9.13; 11.1 – 11.12

11.3 Credit cards

Cards accepted:

 Visa

 Master card

 American Express

 Diners Club

 JCB

 Maestro

 China UnionPay

 Alipay

The above cards can be accepted from any country, provided they are still valid and properly signed. Both types of cards (credit and debit) are processed in the same way on the POS.

Payment procedure with credit or debit cards:

1. The transaction begins by scanning the customers purchase/purchases.

2. The amount to be paid will appear on the till display screen.

3. Cards can either be tapped, swiped, or in the case of a card with a chip, inserted into the credit card machine. 4. The staff member needs to enter the amount displayed on the till display screen and the machine will print out the approval merchant copy.

5. The customer must then sign the copy for Bateel or enter his/her pin code (if required).

6. When the customer has signed the copy, it needs to match with the signature on the back of the card. It is important to ensure that both signatures are identical. 7. If the transaction needs to be cancelled for any reason, The Boutique Manager/Manager in Charge is required to approve the voided transaction.

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NOTE: A copy of voided transaction slip needs to be kept with the daily sales report form.

System glitches:

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If the terminal machine does not respond or is broken, the Boutique Manager/in charge needs to inform the service provider immediately (refer to the toll-free number for the contact details) and keep the Area Manager, Loss Prevention and Finance Team in the loop. It is the responsibility of the Boutique Manager/in charge to ensure that there are 2 terminal machines in working condition.

Declined payment:

1. In a few cases, the following messages may appear on the credit machine - “transaction cancelled” or “card declined”. 2. If the transaction is cancelled, a copy of the cancelled receipt must be handed to the customer as proof that there was no transaction.

3. The staff member needs to kindly ask the customer if he/she can process the transaction again.

4. If the device shows “card declined”, the staff member should politely and discreetly explain that payment has not been approved and an alternative method of payment should then be kindly requested. 5. Tally the card register as per system X report. Any shortage or excess should be reported to the manager immediately by filing the details into the cash discrepancy incident report. 6. The cash discrepancy incident report needs to be sent to the Area Manager, Operations Manager and LP. 7. The closing deposit form needs to be signed by the cashier and handed over to the Manager on Duty, acknowledging the discrepancy. Note: If “declined/cancelled transactions” have been accepted, the employee concerned will be held responsible, which may lead to disciplinary action.

Stolen or fraudulent use of credit/debit cards: 1. As debit and credit cards are not transferable, at no point in time should the store accept and process payment if the cardholder is not present or the card has been clearly presented by a person who is not the cardholder. 2. If payment is declined and the cashier suspects that the customer has presented a fraudulent credit or debit card, the staff member should, as discreetly as possible, seek telephone approval.

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If the card has been previously reported as lost or stolen, then the bank or card issuer may ask to retain the card. 3. If a customer is acting suspiciously when presenting his/her card, their signatures do not match or they do not know their PIN number, telephone approval should be pursued. 4. If asked to retain the card, the employee must politely and discreetly explain to the customer that payment has been declined and that the employee has been instructed by the card issuer to retain the card. An alternative method of payment should be requested. 5. The retained card should be sent by the Boutique Manager/Manager in Charge to the Finance/Account Department, accompanied by full details. Any such incidents should also be reported to the Area Manager immediately.

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