ICICI Merchant Services is committed to helping its retailers and merchants minimize the risk of fraud to their business


How we help protect your business:
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Robust system design - Our systems are compliant with applicable industry security regulations and feature robust encryption for added data protection Training - Take advantage of our Card Acceptance Training Program, which will help equip your staff with the skills and knowledge to competently handle card acceptance. Speak to your Relationship Manager or our Customer Care team for more details. Quick reference materials – we provide stickers with the Customer Care and Authorisation Center contact numbers on your point-of-sale for quick reference if you need it.

How you can help protect your business
Help protect yourself from fraud by observing these simple rules when managing your card payments:

You should always:

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compare and match the signature on the card with the signature on the charge slip. If the signature panel on the reverse of the card is blank, insist the cardholder signs on the signature panel in your presence and then compare the signatures. if the signature panel on the reverse of the card is blank, hold the card and contact the Authorisation Centre under a „Code 10‟ call (see Operating Guide section regarding „Suspicious Transactions‟) and you will be advised as to the appropriate action to take. keep copies of charge slips for 18 months from the transaction date so you can produce them in the case of a disputed transaction. Keep them in a cool place, away from sunlight and not in a plastic folder as thermal paper deteriorates over time. complete settlement every day as a delay can result in a payment dispute. compare the photo on the card (if it is a photocard) to the person presenting it.

You should:

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never swipe the card more than once - If necessary, VOID the transaction before SETTLEMENT. Otherwise, the cardholder may be debited twice and you are likely to come under scrutiny of MasterCard and Visa International. never split a sale under any circumstances. e.g., if an authorisation is tried for Rs. 25,000 and the response is "Decline" or "Refer to Issuer", do not try to split the sale into smaller amounts. Instead, contact the authorisation centre for a voice authorisation. never amend the transaction amount after the charge slip has been signed by the cardholder. never levy an additional charge or surcharge on card payments as this is likely to cause a cardholder dispute and require a refund from your account.

Additional recommendations
For high value merchandise - we recommend keeping invoice copies with a stamp confirming "Goods received in good condition across the counter. Goods once sold will not be exchanged" and ask the cardholder to sign your copy of the Invoice. For merchandise being delivered – we recommend you obtain a Proof of Delivery and have the Terms & Conditions of the sale signed by the cardholder. These should be on the face of the invoice and not on the reverse of the invoice. If not printed, this can be in the form of a rubber stamp. If a chargeback (dispute with cardholder) is raised, please provide a proof of delivery copy signed by the cardholder and not a confirmation from the courier that the merchandise has been delivered.

Refunds & void sales
Refunds of card transactions should only be done through your Acquiring Bank by a credit to the card account. In case of a voiding a sale transaction, please contact the Customer Care centre before settling the terminal batch. To cancel or VOID a transaction, please ensure you have the following to hand:
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your Merchant Identification (MID) number card number transaction date transaction amount expiry date of card approval code and reason for cancellation Mumbai, India – 07 February 2011 – Experian®, the global information services company, today announced the launch of Hunter, India‟s first fraud prevention service that enables local and international businesses to prevent costly application fraud. Application fraud is a growing global epidemic and it occurs when fraudsters – often organized criminals - use another person‟s identity to apply for finance they are not entitled to, or when genuine individuals misrepresent their own information in an attempt to obtain financial services they are not entitled to. Hunter – which is used by over 100+ major institutions around the world to combat fraud – is now available to Indian financial institutions and Axis Bank and ICICI Bank have already signed up to the hosted and pay-as-you-use service. Representing a first for India, Experian‟s Hunter service enables the early detection of potentially fraudulent applications and helps identify fraud rings. The most effective strategy is to prevent the fraud at the point of application and Hunter achieves this without affecting customer service levels and turn around times. Of significant benefit, Hunter‟s hosted technology means that Indian businesses can access the service quickly and easily to enhance their defences against application fraud. Mr. Sisir Chakrabarti, Deputy Managing Director, Axis Bank said, “Experian Hunter will enable us to create a continuous cycle of fraud prevention, detection, investigation and improvement. We believe that Hunter will provide a unique platform for all banks to

collaborate on a non-competing topic such as fraud prevention and hence we have agreed to be the founder members of the Experian Hunter Closed User Group.” Mr.Rajiv Sabharwal, Executive Director, ICICI Bank said, “With growing sophistication of fraudsters in creating false documents, it becomes imperative for banks to collaborate and bring in technology solutions that would significantly enhance fraud detection capabilities. The Experian Hunter service offered in a hosted model will enable ICICI Bank to detect inconsistencies in applicant information and is expected to help create a better quality portfolio.” Globally, application frauds substantially impact bad debt provisions/write-offs and profitability. While many of the application fraud related losses get camouflaged within bad debt provisions/write-offs, the Reserve Bank of India has reported 24,572 instances of all types of frauds of a value less than `1Crore amounting to a total loss of `493Crore and 225 instances of large ticket frauds causing a loss of `1,524Crore, to the banking sector in FY 2009-2010. The number of fraud cases reported in India has almost doubled in the last 5 years, highlighting the serious threat fraud poses to the economy. “Hunter is another leading global Experian product for India and it complements our Credit Information Services in the country. This ground-breaking new service will allow financial institutions to better manage the risk and reward of their commercial decisions. We have conducted Proofs of Concept at many leading public and private sector banks and the results have been extremely encouraging and present a compelling return on investment. Hunter is just is one of the many globally proven value added products that we are launching in India,” said Mr. Vikram Narayan, Managing Director and Country Manager for Experian in India.

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