How to take secure payments

The aim here is to guide you on how to take secure payments and minimize the risk of reversals and chargebacks (What is a chargeback? Click here) done by mistake, or because the client didn’t recognise the payment on their bank statement or fraud.  Although chargebacks cannot always be completely avoided, there are steps you can take to help prevent them. The more you know about processing procedures, the less likely you might be to do, or fail to do, something that could result in a chargeback.

Security Tips

  • Please make sure, that the business name you entered during the registration is known to your customers, because this name will appear on the bank statement of your clients. If you like to change the business name, please contact our Support Team.

  • Respond promptly to retrieval requests (What is a retrieval request? Click here). Both customers and card issuing banks may request copies of sales and credit drafts.

  • If the credit card is declined when swiped through the terminal, do not continue to try. Instead you should request a new form of payment from the cardholder.

  • If the PIN code is entered incorrectly twice during the transaction, please ask the customer to pay with another card.

  • 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.

  • 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. Our security system possesses measures to detect split transactions.

  • 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 personal dashboard on 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.

  • Self-financing: Please be aware of the fact, that self-financing is prohibited based on the terms and conditions of our banking partners. Our security system possesses measures to detect signs of self-financing. Such transactions are due to be refunded.

  • Send a receipt: As SumUp offers the function to send a receipt to your cardholder by email or SMS (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.

Last Updated: Jan 18, 2017 11:29AM UTC