Transactions Terminal User Guide
52
Referrals
A transaction may be referred for voice authorisation if an extra security
check is required by the acquirer. The terminal will display or print
instructions to call the acquirer. If a telephone number is not shown
please use the standard voice authorisation number as supplied by that
acquirer.
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 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 or LAN 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. Your acquirer will never contact you in this
manner.
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