General security awareness

At SumUp we do our best to protect your business and your clients.
 

Verify your customer (different type of payments):

 

  • The most important is to have the client in front of you to ensure the smooth processing of a secure card-present transaction.

  • Chip & PIN provides added security when used at the SumUp chip-enabled terminal

  • Only if the card doesn’t have a chip, you can swipe the card: first you need to insert the card, then the terminal will advise you to read the magnetic stripe (i.e. to swipe the card)

  • With the Chip & Signature payments, the merchants have the responsibility to check the legitimacy of the signature

  • Magnetic stripe cards also present certain level of risks, as this scam is a one the top financial crime

  • Never sign the screen on behalf of the customer

  • Always validate the payment with a signature (in case it misses the signature or the signature is unacceptable, the official representation of the information request/chargeback won’t be acknowledged by the issuer)

Know your customer (checks to be done):

  • Make sure the credit card is not damaged -hold on to the card during the payment transaction, this will allow you to examine the card.

  • Make sure that the credit card belongs to the client

  • Validate the payments with the real client’s signature. In certain cases the customer will be asked to sign on the screen of your smartphone/tablet instead of entering the PIN. It’s not possible to choose between PIN or signature. The card itself determines which authorization type is preferred.Compare the signature to the back of the card. Check additional identification if necessary. If the card is unsigned, request a photo ID that has a signature, and have the cardholder sign the card. In best case scenario, request the payment to be performed with another card. Never sign the screen on behalf of the customer

  • For high amount (e.g. $1,000 and more) transactions make sure to request a photo ID  to check the card belongs to the client.

  • If the customer wants to make a payment with a company / corporation credit card please request to send a copy of the receipt to the company's accounting department.

Inform your customer (communicate):

  • To prevent that your customer can’t identify the charge on your bank statement, it’s advisable to inform your customer in advance (for example that SumUp will appear on the bank statement as the bank account owner, but your business name will be shown in the reference (for credit cards: SUMUP* business name, for debit cards: business name transaction ID).

  • Clearly communicate to the client that in case of a problem, it is required that they try to solve the issue with the merchant first

  • Always end the SumUp receipt via sms/email: As SumUp offers the function to send a receipt to your cardholder by email or text message (or connect a compatible receipt printer), we also recommend to use this function. Besides this option, you can also create a standard handwritten receipt. By doing so you can assure that your customer has a reminder/proof of the payment in case he might has difficulties to identify the charge on his bank statement.

Best Practices:

  • Match Billing and Shipping addresses - if you are shipping an item, check whether the billing and shipping addresses match. If they don’t match, ask your customer why. Their answer should make practical sense. If it doesn’t, do not accept the payment. If you have any questions about accepting a payment, always feel free to contact us.

  • Delivery Confirmation - If you are shipping a product, make sure to keep the tracking information and a delivery receipt. For large orders, require a signature confirmation at delivery.

  • Avoid duplicate payments: When using SumUp to transact, you will receive live confirmation as to whether or not the payment was successful. This is signaled by a green tick, at which point you can provide the customer with a receipt. If it wasn’t successful, you will see a red cross or a red exclamation mark. Additionally you can always check the sales history in the app (iOS: see ‘account’ on the upper left, Android: see the menu symbol of three lines on the upper left in the app) and on our dashboard on www.sumup.me). The status of the transaction in the sales history matches the status in our database, so you can be sure that this is the final state.

  • If you wish to refund a customer for a payment, always issue the refund directly back to the payment card. If you must provide a refund via cash, check, or money order, make sure to obtain a signed agreement that your customer received the refund.

  • Enter the full amount of the sale — do not break the sale into several smaller amounts. Please be aware that it’s not allowed to split one amount into several transactions to avoid security limits of your customer’s card, because this is against the terms and conditions of our banking partners. 

Last Updated: Jan 18, 2017 11:11AM UTC