Mode of Payment- Credit Card
Ver : 2.0
RS/WI/16a
Date : 31st March 2010
Modes of Payment

Request the customer the Mode of Payment - cash/credit card/cheque/mixture of
cash+credit, Gift Vouchers
Sales Against Credit Cards
In accepting all credit cards having Visa/Master Card logo, You are requested to follow
the instructions, mentioned below at all times:
Master Card Check points
1. Front
a.
b.
c.
d.
Check if 16 digits.
Account Number – Begins with “5”
Embossed number vs printed number – The first 4 digits should match
Hologram – 2 interlocking globes and the continents should move when
the card is tilted; ‘MasterCard’ will appear on the background; ‘MC’
micro-engraved around the 2 rings.
e. Check the Card Expiry date
2. Back
a. Check the signature panel – The word ‘MasterCard’ is printed in multicolours at a 45 degree angle; the 3 digit card validation code (CVC2) is
printed on the signature panel
b. Check the signature.
Visa Card Check points
1. Front
a. Check if 16 digits
b. Account Number – Begins with “4”
c. Embossed number vs printed number – The first 4 digits should match
d. Hologram – The image of the Visa Dove should move when the card is
tilted.
e. Check Card expiry date
2. Back
a. Signature panel should consist of a yellow strip alternating with a blue
gradient (or the word ‘Visa’ is printed in yellow and blue at a 45 degree
angle) and followed by the 3-digit card validation code (CVC2)
b. Check the signature.
Common Points to follow
 Retain the card until the transaction is complete. Return the card to the customer
along with the sales invoice and the customer slip.
 Avoid split sales and multiple swipes of the same card / unless authorization
obtained from the bank and all documents are checked and copied for record.
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Mode of Payment- Credit Card
Ver : 2.0
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RS/WI/16a
Date : 31st March 2010
Do not entertain credit cards, which are damaged, re-embossed or have ghost
images.
Any Visa/Master Card should not be white plastic.
Signature of the card member on the card should be matched with the signature
on the Sale Slip and Photo-Id if attached / in case no signature found on the back
of the credit card the customer should be politely asked to sign his/her credit card
on the spot prior proceeding with the swipes.
Always match the details i.e. Card #, Cardholder name, and Expiry date
mentioned on the credit card with the printed sales slip from the POS.
Check the validity of card and ask for identification proof like Driving
License/Passport Copy for payment above 1000 AED. The ID copy should be
either taken from an original ID like Driving License/Passport Copy or must be
cross checked with the Original ID for validity.
The right mode of payment should be picked in the payment mode while invoiced
in Vision
Authorization code mentioned on the credit slip should be entered in the space
provided while invoicing in Vision
Bank approval and customer’s signature should be obtained for each credit card
transaction from AED 1,000 and above, slip. If not, the concerned cashier should
reimburse the amount
For manual processing of credit cards, the transaction approval numbers
provided by bank should be recorded on credit slips and the cashier initial to be
obtained on credit slips
In case of short collection on credit card sale, the amount should be recovered
from customer in 2 days or should be reimbursed from cashier
The number/total amount of credit card slips match with the number/total amount
of transactions per Reconciliation Report or the Daily Sales Summary Report
Supervisor / Store Manager shall observe the payment process at each location
and report any banking issues immediately to the retail manager
If any noncompliance to the above check points detected and payments stopped
by our personnel at retails outlets shall also be brought to the notice of retail
manager immediately
Swipe the card and get the customers signature on Credit Card Authorization
Slip and verify the signature with that of Credit Card
Attach the copy of the slip and close the Bill with a "Thank you - Sir" - "Come
Again"
Any discrepancies on the above, void the transaction with customer confirmation
after alternate payment is confirmed
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Mode of Payment- Credit Card
Ver : 2.0

RS/WI/16a
Date : 31st March 2010
If the credit card machine displays a message like “Pick Up Card” or “ Un Authorized
Transaction” or “Void Transaction”, etc then the staffs need to strictly follow the
below actions without failure:
Message Appearing Reason
for
the Action Required by the Staff
in the Credit Card message
Terminal
“Pick Up Card” / The customer has not The card has to be taken away
“Lost Card”/ “Stolen paid his bills or it may from the customer. (If the
Card “
be a lost card
customer throws a fit, they return
the card back to the customer so
that no one is in harm at the
outlet. BUT DON’T PROCEED
WITH THE TRANSACTION AND
ASK FOR ANOTHER CARD.
“Unauthorized
The customer must DON’T PROCEED WITH THE
Transaction”
have not activated his TRANSACTION and ask the
card or he has not customer for another card
informed his bank that
he has left his country
and has come to Dubai
or it may be that he has
not paid his bills
Void Transaction
Void transaction can
only be done after a
sale has happened and
the customer returns
back to say that he
does not want what he
has purchased. So
there is an option on
the terminal where the
transaction can be
canceled
but
the
customer
will
only
receive his money after
15 days.
Insufficient funds
Do Not Honour
The customer has no DON’T PROCEED WITH
TRANSACTION AND ASK
funds in his card.
ANOTHER CARD.
The customer has not DON’T PROCEED WITH
paid his bill for over 3 TRANSACTION AND ASK
months and if he trys ANOTHER CARD.
swiping the card ant
another outlet it will
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THE
FOR
THE
FOR
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Mode of Payment- Credit Card
Ver : 2.0
Refer to Issuer
Communication
Error
Date : 31st March 2010
RS/WI/16a
finally say Pick Up
Card
The customer has not
informed his bank that
he has left the country
(the card is blocked so
that it can only be used
in his country. He can
un-block it by informing
his bank)
The amount has been
approved
by
the
customers bank but the
transaction has not
been
received
by
Mashreq Bank where
the amount is put on
hold by the customers
bank.
Call Mashreq Authorization to get
in touch with the customer bank
In this case the Axiom has to
provide a letter to release the
amount and transfer it to the
Merchants account- the request
is sent to Mashreq Authorization
and they send it to the customers
Bank
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Mode of Payment- Credit Card
Ver : 2.0
RS/WI/16a
Date : 31st March 2010
Master Card Quick Reference Card
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Page 5 of 8
Mode of Payment- Credit Card
Ver : 2.0
RS/WI/16a
Date : 31st March 2010
Visa Card Quick Reference Card
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Mode of Payment- Credit Card
Ver : 2.0
RS/WI/16a
Date : 31st March 2010
Non- Negotiable Standards for accepting payment by Credit Cards
# NON NEGOTIABLE STANDARD
1. Be Alert! Look at the customer in the eyes and
read the name on the credit card so they can
hear you
2. On any purchase over 1,000 AED verify the
details of the card to a legitimate ID card such
as labor card or passport or drivers license
3. Hand back the credit card and ID only after
they have been verified and completed the
transaction
4. With an International credit card always call the
bank and ask for authorization
PREVENTIVE ACTION
Hold the card in your hands and say “Good
afternoon Ms Stephanie Holden, welcome to
AXIOM”. Then proceed with transaction
Any mis match Call Authorization center (8004700
or 04 4244422)immediately and ask for Code 10
Look at the customer - hold the card in your hands
and say “Thank you Ms Stephanie Holden, have a
nice day”
Call Authorization center (8004700 or 04 4244422)
immediately and ask for Code 10
5. If you need to do split sales and multiple Call Authorization center (8004700 or 04 4244422)
swipes of the same card, first call for
authorization
6. Anytime that the POS says Authorization
Required you must first call the bank for
authorization
immediately and ask for Code 10
Tell the customer that you need to call for
authorization. To please wait – it may take about 10
-15 minutes. Ask them if they would prefer to use
another card or other form of payment. Call
Authorization center (8004700 or 04 4244422)
immediately and ask for Authorization
Swipe the card and get the customers signature on
7. Make sure that all transactions are physically
signed in front of you and that the signatures
Credit Card Authorization Slip and verify the
match
signature with that of Credit Card
If everything else appears fine then ask for Id
8. Only accept credit cards that are in good
condition and not damaged
(regardless of amount) and Call Authorization
center (8004700 or 04 4244422) immediately and
ask for Code 10
9. Only process transaction that have been Authorization code mentioned on the credit slip
Authorized
should be entered in the space provided while
invoicing in Vision
10. Anytime that you suspect a possible fraudulent “Mr Rami, our system is not functioning properly so I
transaction, or Id does not match, signature
will call the bank for authorization that way you
does not match….call for Authorization
won’t have to wait much longer, thank you”
Call Authorization center (8004700 or 04 4244422)
immediately and ask for Code 10
CALL AUTHORIZATION CENTER
800 4700 or
04 424 4422
CODE 10 FOR ANY POSSIBLE FRAUDULENT ACTIVITY OR SUSPICION
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Mode of Payment- Credit Card
Ver : 2.0
RS/WI/16a
Date : 31st March 2010
Penalty:
If the retail sales advisor is not able to follow the above Non Negotiable standards
thereby leading to a fraud transaction, then the staff will be terminated with immediate
effects and the full amount of the fraud transaction will be deducted from the final
benefits to be given to the staff ( Based on the conformation from Finance).
Reward:
If the retail sales advisor is able to find a fraud card by either checking all the
identification marks available in the card or by seeing the “Pick Up Card” message
appearing in the terminal, then 100$ reward will be given by the bank, if reported to
them.
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