Terminal User Guide Transactions
45
Once you have dialled or made a note of the telephone
number press the enter key to continue.
Please be ready to quote your merchant number, the full card
number and any referral message that was displayed (such as
REFERRAL B or CODE 10 REFER). The authorisation centre may
need to speak to the customer.
If requested to do so by the authorisation centre
operator, you may remove the card from your terminal
after a referral request in order to do further visual
checks on the card.
At all other times, you should only remove the card
when prompted to do so by your terminal.
If you are unable to answer a question from the
authorisation centre operator, they will move on to the
next security question.
If the transaction is authorised by the authorisation centre,
your terminal will prompt you to enter both your supervisor
password and the authorisation code. You should take care
entering the authorisation code to avoid unnecessary
chargebacks from your acquirer.
Your terminal will also refer transactions if it is unable to
contact the acquirer. This can happen during exceptionally
busy periods when the acquirer’s host system cannot answer
the authorisation request.
If you experience a high volume of referrals there may
be a problem with your telephone/network connection.
This will be indicated by the diagnostic (DIAG) codes
printed on the receipt. Refer to the section entitled
Diagnostic Codes for more details.
FRAUD ALERT: If you receive a telephone call asking
you to use a temporary authorisation centre telephone
number for all card transactions. It is imperative that
you contact your acquirer to confirm the validity of the
request BEFORE the temporary number is used.
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