FAQs
Can non-telesales stores take orders over the phone (‘mail orders’) where the billing address and delivery address differ? Yes, if all checks have passed and all details are taken correctly. The billing address must be entered in the invoicing section of NavPad. The billing address should also be entered for the Address Verification System check, which NavPad will prompt after payment details are taken.
What message does NavPad prompt when taking correct payment over the phone? ‘Security Code Matched, Address Matched, Zip Code Matched’ – you should only continue with the order where all data matches. How to proceed when the system requests an authorisation code? If the system requests an authorisation code, DO NOT type any code in – call the Authorisation Centre immediately via the phone numbers listed below:
• When cardholder is present – 03457 600 500
• When cardholder is not present – 03457 600 530
They will ask for your store merchant number, an 8-digit number found on any card receipt printed from the PDQ machine. After calling the Authorisation Centre, the order/attempted order must be sent to fraud@dreams.co.uk for further investigation.
Do we accept Chip and Signature cards as a form of payment? No, Dreams does not accept Chip and Signature cards under any circumstances.
Do we accept American Express (AMEX) cards as a form of payment? Yes, we accept AMEX cards, but only in-store through the ‘chip and pin’ method. We cannot take AMEX payments over the phone or via contactless in-store.
Can we process an order as Customer Not Present (CNP) when a customer is placing an order in- store? No, if a customer is present in-store an order should not be processed as CNP.
Do we provide refunds for orders that have been flagged as fraudulent? When an order is confirmed to be fraudulent, our fraud department will cancel the order and does not provide a refund.
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