6. About security measures for servicing VISA, MASTERCARD, and DINERS CLUB/DISCOVER bank card holders.
6.1. This section defines the main security measures that the CLIENT's employee must observe when servicing Bank Card Holders.
6.2. The Card is intended for paying for services, goods or withdrawing cash. It is the property of the issuing bank.
6.3. The Card is issued to the Holder exclusively for individual use. The Cardholder's bank details are shown on the card. The holder does not have the right to transfer it to anyone.
6.4. Illegal card operation means::
using or attempting to use a card in someone else's name;
fraudulent use of the card number;
use of a fake card or forgery of the card itself (changing the printed / embossed details, transcoding the magnetic stripe, etc.);
use of fraudulently obtained slip forms and slip forms of a non-CLIENT;
drawing additional characters/entries on the card impression;
forging the slip;
using a substitute template instead of the original card, which contains only embossed details similar to the details of the original card (the so-called "white plastic");
entering an authorization code not received from the BANK into the slip;
illegal use of the card by its rightful Holder (transfer to another person for use, making changes to the banking details, recoding the magnetic stripe, using the Card details for fraudulent purposes, etc.).
6.5. When accepting a Bank Card for servicing, you should follow the following rules:
6.5.1. make sure that there are no extraneous stickers on the card; if there are any, remove all stickers;
6.5.2. make sure that the card is not damaged;
6.5.3. make sure that the card meets all the standards of this payment system;
6.5.4. make sure that there is no inscription on the card that restricts the region of use of the card to one country (for example: valid only in ...);
this restriction does not apply to cards valid only in Russia;
6.5.5. check the validity period of the card;
6.5.6. check the presence of the Cardholder's signature on the card. If there is no signature, ask the cardholder to sign with a ballpoint pen on the signature panel, and then compare the signature on the card with the signatures in the Holder's identity document and on the slip/receipt.
Without a signature, the card is not accepted as a means of payment.
6.5.7. make sure that the signature of the cardholder on the slip/receipt of the electronic terminal corresponds to the sample signature on the card;
6.5.8. make sure that the room, the expiry date of the card, the name on the check terminal (surname and name on the check can be omitted) coincide with the data presented on the card - there may be a mismatch in the case of the counterfeit magnetic stripe card;
6.5.9. When making slip to ensure that the prints left on the slip symbols elbassiouny details of the card are identical in clarity, size, angle, etc.;
6.5.10. In all cases of requesting identity documents, it is mandatory to check the photo and signature with the identity of the bearer.
6.6. If a violation of at least one of the conditions listed in Section 6 is detected, the CLIENT's employee has the right not to accept the card for service.
6.7. Until the transaction is completed, the card and the submitted documents must be held by the CLIENT's employee; the card must be positioned in such a way that:
- it was out of reach of the Cardholder;
- the panel with the signature on the card was not visible to the Cardholder.
6.8. In addition to compliance of the card with the standards, authenticity of the submitted documents and matching signatures, special attention should be paid to SIGNS of NON-STANDARD BEHAVIOR OF THE CARDHOLDER. These include:
nervousness;
attempts to distract the employee during the operation;
attempts to exert psychological pressure on the employee;
lack of confidence when signing a slip / receipt, up to an obvious desire to forge the signature.
discrepancy between the cardholder's appearance and the nature and cost of the purchase being made;
making an obviously small purchase - it is likely to check the possibility of using the card;
questions about the levels of authorization limits at the point of sale;
purchase by one buyer of several identical items for a significant amount;
making several purchases at a certain time interval for amounts that do not exceed the limit set for this point of sale.
making an unexpected purchase without paying attention to the size, style, or price of the product;
the buyer's statement that the identification documents are in the car or his own offer to pay in cash, which will bring later;
the card holder's offer to leave it as a deposit;
if authorization requests are rejected due to "insufficient funds" - attempts to lower the amount of requests;
a deliberate demonstration of wealth, accessories of a wealthy person, etc.
It should be borne in mind that a professional criminal specializing in Bank card fraud may look very respectable and may be well acquainted with the rules for accepting cards.
6.9. IF it is SUSPECTED that the card is fake or not presented by its rightful Holder, you must make an authorization request regardless of the transaction amount.
6.9.1. When executing an authorization request, keep in mind that:
the received authorization code indicates only one thing: the true owner of the account for which authorization was requested (and received) in this case is a solvent person; the CLIENT's employee must be sure that the account holder is in front of him at this moment.
the authorization code can be given for fake cards, as well as for cards that have not yet been reported stolen or lost by the issuing bank.
Thus, receiving an authorization code is not always a reason for providing service on the card. Moreover, if the CLIENT's employee is sure of illegal use of the presented card, it can be withdrawn by the decision of the CLIENT's employee.
Please consult the authorization service before withdrawing your card. In advance, it is mandatory to issue a slip / receipt from the electronic terminal and allow the cardholder to sign it, then ask them to present (preferably in the presence of a security officer/police officer) identification documents.
In all cases where the Holder needs to present documents, the cardholder's identification data should be recorded on the front side of the slip / receipt of the electronic terminal, and if possible, a photocopy should be made of them.
6.9.2. When receiving the authorization command "Withdraw - fraud", it is necessary to request identification documents. If the Holder does not have the above-mentioned documents, other documents with photos of the holder may be accepted, for example, a driver's license, a national identity card, an accreditation card of a diplomat, journalist, businessman, etc.
6.9.3.Given that fake passports are often presented with fake cards, you should not limit yourself to checking one such document.
6.9.4. Verify the photo in the document with the identity of the cardholder.
6.9.5. When establishing the fact of using a card in someone else's name or a fake card, it is necessary to take all measures to detain the criminal with the help of security guards or police officers, if this does not threaten the safety of the CLIENT's employees.
6.9.6. In case of detention of an illegal Cardholder by law enforcement agencies, it is necessary to draw up an act on the withdrawal of the card with an additional indication of the name, number of the official ID of the police officer who made the arrest, the number and phone number of the police station. The card must be cut approximately 2/3 between the signature strip and the magnetic strip without damaging the hologram, and the completed slip must be destroyed. The act must indicate that the card was cut in the presence of a police officer; the police officer signs the act of withdrawal of the card.
6.9.7. If the criminal demands that the CLIENT's employee accept the card for payment and threatens physical violence, a conditional signal can be used when requesting authorization - "CODE 10", which allows the CLIENT's employee to report this without arousing suspicion from the criminal. An employee of the Authorization Center will inform and call the police officers themselves.
6.9.8. Moscow CUSTOMERS can directly report an attempt to illegally use the card to the duty officer of the Economic Crimes Department.
6.10. THE REASON FOR WITHDRAWAL OF THE CARD IS:
6.10.1. Receiving commands from the Authorization Center or via an electronic terminal:
PICK UP (withdraw the card without explanation);
PICK UP FRAUD (withdraw the card - fraud);
"wrong card number" (fake card, authorization system failure).
6.10.2. An attempt to use the card in someone else's name (if the signature of the person who presented the card does not match the signature of the legal Holder on the card and at the same time the full name on the documents presented or found in this person does not match the data on the card, as well as the identity of the cardholder does not match the photo on the documents).
The presence of serious damage (broken, notched, ironed and leaves an unreadable impression on the slip).
6.10.3. Presence of obvious signs of card forgery:
counterfeit of the magnetic stripe (the card number on the electronic terminal account does not correspond to the embossed number on the presented card, except for MAESTRO cards);
individual digits of the card number, its validity period, or letters of the surname and first name are broken or re-glued, which usually leads to a violation of gloss in certain areas of the card.
The original signature sample is blurred or half-erased, and a new signature is applied.
In case of withdrawal of the card, the requirement to present identity documents is mandatory.
6.11. A withdrawn or found card is subject to mandatory transfer to the Division no later than the day following the day of withdrawal.
6.12. The BANK's refund of the amount of a slip or transaction made using an electronic terminal is not considered as a fact of recognition by the BANK of the validity of the slip/receipt of the electronic terminal, if the investigation finds that:
the data on the electronic terminal receipt does not match the data on the presented card (fake magnetic stripe).
the slip is an impression from "white plastic".
the slip is forged;
a slip form that was not sent to this CLIENT was used.
the slip contains a fictitious, non-existent authorization code number, i.e. it was not received in the BANK's Authorization Center. A necessary and sufficient proof of this is the absence of the code indicated on the slip in the BANK's computer printouts and at the same time in the European regional authorization centers of payment systems.
6.1. This section defines the main security measures that the CLIENT's employee must observe when servicing Bank Card Holders.
6.2. The Card is intended for paying for services, goods or withdrawing cash. It is the property of the issuing bank.
6.3. The Card is issued to the Holder exclusively for individual use. The Cardholder's bank details are shown on the card. The holder does not have the right to transfer it to anyone.
6.4. Illegal card operation means::
using or attempting to use a card in someone else's name;
fraudulent use of the card number;
use of a fake card or forgery of the card itself (changing the printed / embossed details, transcoding the magnetic stripe, etc.);
use of fraudulently obtained slip forms and slip forms of a non-CLIENT;
drawing additional characters/entries on the card impression;
forging the slip;
using a substitute template instead of the original card, which contains only embossed details similar to the details of the original card (the so-called "white plastic");
entering an authorization code not received from the BANK into the slip;
illegal use of the card by its rightful Holder (transfer to another person for use, making changes to the banking details, recoding the magnetic stripe, using the Card details for fraudulent purposes, etc.).
6.5. When accepting a Bank Card for servicing, you should follow the following rules:
6.5.1. make sure that there are no extraneous stickers on the card; if there are any, remove all stickers;
6.5.2. make sure that the card is not damaged;
6.5.3. make sure that the card meets all the standards of this payment system;
6.5.4. make sure that there is no inscription on the card that restricts the region of use of the card to one country (for example: valid only in ...);
this restriction does not apply to cards valid only in Russia;
6.5.5. check the validity period of the card;
6.5.6. check the presence of the Cardholder's signature on the card. If there is no signature, ask the cardholder to sign with a ballpoint pen on the signature panel, and then compare the signature on the card with the signatures in the Holder's identity document and on the slip/receipt.
Without a signature, the card is not accepted as a means of payment.
6.5.7. make sure that the signature of the cardholder on the slip/receipt of the electronic terminal corresponds to the sample signature on the card;
6.5.8. make sure that the room, the expiry date of the card, the name on the check terminal (surname and name on the check can be omitted) coincide with the data presented on the card - there may be a mismatch in the case of the counterfeit magnetic stripe card;
6.5.9. When making slip to ensure that the prints left on the slip symbols elbassiouny details of the card are identical in clarity, size, angle, etc.;
6.5.10. In all cases of requesting identity documents, it is mandatory to check the photo and signature with the identity of the bearer.
6.6. If a violation of at least one of the conditions listed in Section 6 is detected, the CLIENT's employee has the right not to accept the card for service.
6.7. Until the transaction is completed, the card and the submitted documents must be held by the CLIENT's employee; the card must be positioned in such a way that:
- it was out of reach of the Cardholder;
- the panel with the signature on the card was not visible to the Cardholder.
6.8. In addition to compliance of the card with the standards, authenticity of the submitted documents and matching signatures, special attention should be paid to SIGNS of NON-STANDARD BEHAVIOR OF THE CARDHOLDER. These include:
nervousness;
attempts to distract the employee during the operation;
attempts to exert psychological pressure on the employee;
lack of confidence when signing a slip / receipt, up to an obvious desire to forge the signature.
discrepancy between the cardholder's appearance and the nature and cost of the purchase being made;
making an obviously small purchase - it is likely to check the possibility of using the card;
questions about the levels of authorization limits at the point of sale;
purchase by one buyer of several identical items for a significant amount;
making several purchases at a certain time interval for amounts that do not exceed the limit set for this point of sale.
making an unexpected purchase without paying attention to the size, style, or price of the product;
the buyer's statement that the identification documents are in the car or his own offer to pay in cash, which will bring later;
the card holder's offer to leave it as a deposit;
if authorization requests are rejected due to "insufficient funds" - attempts to lower the amount of requests;
a deliberate demonstration of wealth, accessories of a wealthy person, etc.
It should be borne in mind that a professional criminal specializing in Bank card fraud may look very respectable and may be well acquainted with the rules for accepting cards.
6.9. IF it is SUSPECTED that the card is fake or not presented by its rightful Holder, you must make an authorization request regardless of the transaction amount.
6.9.1. When executing an authorization request, keep in mind that:
the received authorization code indicates only one thing: the true owner of the account for which authorization was requested (and received) in this case is a solvent person; the CLIENT's employee must be sure that the account holder is in front of him at this moment.
the authorization code can be given for fake cards, as well as for cards that have not yet been reported stolen or lost by the issuing bank.
Thus, receiving an authorization code is not always a reason for providing service on the card. Moreover, if the CLIENT's employee is sure of illegal use of the presented card, it can be withdrawn by the decision of the CLIENT's employee.
Please consult the authorization service before withdrawing your card. In advance, it is mandatory to issue a slip / receipt from the electronic terminal and allow the cardholder to sign it, then ask them to present (preferably in the presence of a security officer/police officer) identification documents.
In all cases where the Holder needs to present documents, the cardholder's identification data should be recorded on the front side of the slip / receipt of the electronic terminal, and if possible, a photocopy should be made of them.
6.9.2. When receiving the authorization command "Withdraw - fraud", it is necessary to request identification documents. If the Holder does not have the above-mentioned documents, other documents with photos of the holder may be accepted, for example, a driver's license, a national identity card, an accreditation card of a diplomat, journalist, businessman, etc.
6.9.3.Given that fake passports are often presented with fake cards, you should not limit yourself to checking one such document.
6.9.4. Verify the photo in the document with the identity of the cardholder.
6.9.5. When establishing the fact of using a card in someone else's name or a fake card, it is necessary to take all measures to detain the criminal with the help of security guards or police officers, if this does not threaten the safety of the CLIENT's employees.
6.9.6. In case of detention of an illegal Cardholder by law enforcement agencies, it is necessary to draw up an act on the withdrawal of the card with an additional indication of the name, number of the official ID of the police officer who made the arrest, the number and phone number of the police station. The card must be cut approximately 2/3 between the signature strip and the magnetic strip without damaging the hologram, and the completed slip must be destroyed. The act must indicate that the card was cut in the presence of a police officer; the police officer signs the act of withdrawal of the card.
6.9.7. If the criminal demands that the CLIENT's employee accept the card for payment and threatens physical violence, a conditional signal can be used when requesting authorization - "CODE 10", which allows the CLIENT's employee to report this without arousing suspicion from the criminal. An employee of the Authorization Center will inform and call the police officers themselves.
6.9.8. Moscow CUSTOMERS can directly report an attempt to illegally use the card to the duty officer of the Economic Crimes Department.
6.10. THE REASON FOR WITHDRAWAL OF THE CARD IS:
6.10.1. Receiving commands from the Authorization Center or via an electronic terminal:
PICK UP (withdraw the card without explanation);
PICK UP FRAUD (withdraw the card - fraud);
"wrong card number" (fake card, authorization system failure).
6.10.2. An attempt to use the card in someone else's name (if the signature of the person who presented the card does not match the signature of the legal Holder on the card and at the same time the full name on the documents presented or found in this person does not match the data on the card, as well as the identity of the cardholder does not match the photo on the documents).
The presence of serious damage (broken, notched, ironed and leaves an unreadable impression on the slip).
6.10.3. Presence of obvious signs of card forgery:
counterfeit of the magnetic stripe (the card number on the electronic terminal account does not correspond to the embossed number on the presented card, except for MAESTRO cards);
individual digits of the card number, its validity period, or letters of the surname and first name are broken or re-glued, which usually leads to a violation of gloss in certain areas of the card.
The original signature sample is blurred or half-erased, and a new signature is applied.
In case of withdrawal of the card, the requirement to present identity documents is mandatory.
6.11. A withdrawn or found card is subject to mandatory transfer to the Division no later than the day following the day of withdrawal.
6.12. The BANK's refund of the amount of a slip or transaction made using an electronic terminal is not considered as a fact of recognition by the BANK of the validity of the slip/receipt of the electronic terminal, if the investigation finds that:
the data on the electronic terminal receipt does not match the data on the presented card (fake magnetic stripe).
the slip is an impression from "white plastic".
the slip is forged;
a slip form that was not sent to this CLIENT was used.
the slip contains a fictitious, non-existent authorization code number, i.e. it was not received in the BANK's Authorization Center. A necessary and sufficient proof of this is the absence of the code indicated on the slip in the BANK's computer printouts and at the same time in the European regional authorization centers of payment systems.
