| How do I process a transaction on a smart card? |
The transaction flow for processing a smart card is very similar to a magstripe card. The notable differences are:
- the customer typing in his or her PIN will become the primary method of verifying cardholders. It will no longer be the signature.
- Magstripe cards are swiped but smart cards are inserted into the chip reader and must remain there for the duration of the transaction. Early removal of a smart card will result in the cancellation of the transaction.
Click here to view a transaction with a smart card.
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| What is a chargeback? |
| Chargeback, means a credit card transaction is returned to the acquiring bank (Nedbank) by the issuing bank (cardholder's bank) and which may be debited to the merchant's bank account. A chargeback transaction may result in financial loss to the merchant, if the necessary documentation is not produced. A transaction that is charged back to the merchant may result in a financial loss if the merchant does not produce the necessary documents. Nedbank will contact merchants in writing to explain the process where a chargeback has been initiated by a cardholder or issuing bank. |
| How do I prevent a chargeback? |
Minimise the risk of chargeback by following the required transaction flows. For example:
- If the system generated authorisation does not occur and there is a suspicion of a transaction/cardholder, obtain a telephone authorisation from the relevant Authorisation helpdesk.
- For all manual transactions obtain authorisation.
- For magstripe transactions, obtain customer's signature and ensure that the signature matches with the card.
- Avoid processing a single transaction more than once. Reconcile daily banking slips to ensure that transactions are processed correctly.
- Remember to keep all slips and supporting documents for at least three years.
Click here to read more tips on preventing chargebacks.
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| How do I protect my business from fraudulent cards? |
There are two training initiatives that will assist in preventing card fraud from occurring:
- Staff and supervisors should be trained thoroughly on card acceptance procedures. The risk of fraud going undetected usually arise from failure to follow procedures.
- All credit and debit cards have security features built into them to help prevent counterfeit cards from being used. Again, staff and supervisors should be able to recognise the security features on the cards presented.
Click here to read more about fraud prevention.
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| How do I accept fleet cards for payments? |
Merchants with garage forecourts or workshops (spares and repairs), as well as selected hotels that wish to accept fleet cards for payment should consider signing garage and petrol card acceptance merchant agreement with Nedbank and the relevant fleet issuers. To initiate this process please contact the Merchant helpdesk on 0860 114 966.
Click here to read more about fleet card acceptance.
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| How can I be sure of being paid when accepting cheques as a method of payment? |
There are two value add services to help ensure payment from a cheque.
Option 1: Cheque Guarantee Service (CGS)
This services guarantees 100% payment of accepted cheques. CGS will validate te cheque and provide an "Approved" or "Declined" response. Should the cheque be approved you can accept the cheque with absolute confidence and guarantee of payment.
Option 2: Cheque Verification Service (CVS)
This service verifies cheque details prior to accepting cheques to reduce the potential risks associated with those cheques. This service checks information relating to unpaid, dishonoured and stolen cheques, and verifies the name and address, ID number and company registration details. Linked to the cheque bearer against various databases.
Click here to read more about CGS and CVS.
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| As a Nedbank merchant what service and training support will I receive? |
| Nedbank is committed to being the leading provider of payment solutions in South Africa. To support this mission, we have a dedicated merchant helpdesk on 0860 114 966 to respond to any merchant queries. We also have a dedicated team of consultants and technicians who visit merchants regularly to complete installations, solve technical or electrical problems on devices and to provide training where required. Furthermore, Nedbank is constantly searching for innovative products and services to improve its service. |
| What do I do if I run out of tally rolls? If my NedLink device malfunctions? |
| Contact the merchant helpdesk on 0860 114 966 if you require additional tally rolls or if your NedLink device is malfunctioning. |
| If I am suspicious of a card or cardholder, who do I contact? |
Immediately contact the relevant authorisation helpdesk and request a 'Code 10', this will alert the authorisation consultant of your suspicion of the card or the cardholder.
| Visa/MasterCard authorisation |
0860 321 222 |
| American Express® authorisation |
0860 321 555 |
| Diners Club authorisation |
011 358 8500 |
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| How do I get help reconciling card payments to my month end bank statement? |
| Each day your NedLink device will automatically bank the day's card transactions and print a settlement slip. From the settlement slips you should be able to reconcile to the month end bank statement. However, if you require any assistance please contact the merchant helpdesk on 0860 114 966. |
| How can I get a copy of the merchant agreement? |
| Click here to view the Merchant Agreement. |
