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Tips for Car Rental Agencies by liuhongmei

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									Tips for Car Rental Agencies
Tips for Car Rental Agencies

     Table of Contents                                                                                                                                                                                                                          Table of Contents

                                                                                                                                                                                                                                             1 About This Guide

                                                                                                                                                                                                                                             2 Rules of the Road

       Table of Contents...................................................................................1             5 Identification and Fraud Prevention ...............................................10
                                                                                                                                                                                                                                             3 Visa Card Authorization
     1 About This Guide..................................................................................2                     How do you know when a Visa card is valid? ...........................10
          What is it? ...............................................................................................2         Security Features — Visa flag design with hologram..............10
                                                                                                                                                                                                                                             4 Rental Car Return
          Who is it for?..........................................................................................2            Security Features — Visa flag design with hologram...............11
          How is it organized?.............................................................................2                   Security Features — Mini hologram on card back...................12
                                                                                                                                                                                                                                             5 Identification and
     2 Rules of the Road ..................................................................................3                   Security Features — Hologram on card front ............................13
          What are Visa’s policies on card acceptance?............................3                                            Security Features — HoloMag on Card Back ...........................14                                          Fraud Prevention
     3 Visa Card Authorization......................................................................4                          Always compare signatures when: ...............................................15
          What Is an authorization? .................................................................4                         What if the card has not been signed?........................................15                               6 Copy Requests
          When do you request an authorization? ......................................4                                  6 Copy Requests .....................................................................................16
          Authorization with a Visa chip card................................................4                                 What happens when you get a transaction receipt copy                                                          7 Auto Rental Insurance
          How long does an authorization remain valid?..........................4                                              request from your Acquirer/Payment Processor?...................16
          Types of authorization.........................................................................5               7 Auto Rental Insurance .......................................................................17                   8 Telephone Numbers for
          Authorization at a glance...................................................................6                        What is it? .............................................................................................17     Cardholder Assistance
          Key points to remember about Visa card authorization ..........7                                                     Filing a Visa Auto Rental Insurance Claim ..................................17
     4 Rental Car Return .................................................................................8                    Visa CLDI coverage at a glance ......................................................18                       9 Visa chip & PIN card
          Additional charges ...............................................................................8            8 Telephone Numbers for Cardholder Assistance........................20
          Delayed or amended charges...........................................................8                               For travel assistance..........................................................................20             10 Glossary
          Signature on file ....................................................................................8              For lost Visa travellers cheques .....................................................20
          Parking tickets/traffic violations ......................................................8                     9 Visa chip & PIN card ...........................................................................21
          Additional charges with a Visa chip & PIN card.........................9                                             What is a Visa chip & PIN card? ....................................................21
                                                                                                                               How does a Visa chip & PIN card work? .....................................21
                                                                                                                               How is a Visa chip & PIN card used?...........................................22
                                                                                                                               FAQ about Visa chip & PIN .............................................................23
                                                                                                                         10 Glossary................................................................................................25




                                                                                                                                                                                                                                                                         1
Tips for Car Rental Agencies


 1   About This Guide                                                                                                                                 Table of Contents

                                                                                                                                                   1 About This Guide

                                                                                                                                                   2 Rules of the Road

     What is it?                                                                  > the answers to your questions about accepting and
                                                                                                                                                   3 Visa Card Authorization
     As part of Visa’s commitment to support the car rental industry,               processing a Visa card

     we’ve developed Visa Tips for Car Rental Agencies, a useful                  > useful procedures for handling authorizations, additional      4 Rental Car Return

     online guide designed to help your business get the most                       charges, copy requests and more
                                                                                                                                                   5 Identification and
     from every Visa® card transaction. It is the result of extensive             > practical tips for preventing fraud
                                                                                                                                                     Fraud Prevention
     research with car rental industry professionals, Visa, and                   > an overview of special Visa services offered to car rental
     Acquirer/Payment Processors.                                                   Merchants                                                      6 Copy Requests

                                                                                  > a new Visa chip & PIN section to answer some of
                                                                                                                                                   7 Auto Rental Insurance
     This guide contains a basic set of operating procedures to assist you          your questions, and show you how the integration of
     in handling Visa card transactions and enhance the service you provide         Visa chip & PIN fits with your day-to-day transactions.        8 Telephone Numbers for
     to Visa cardholders.                                                         > a glossary of terms and definitions                              Cardholder Assistance

                                                                                                                                                   9 Visa chip & PIN card
     Who is it for?                                                           With the Visa Tips for Car Rental Agencies, you can provide Visa

     This guide is a tool for car rental company managers, counter            cardholders with the highest level of convenience and help ensure    10 Glossary
     staff and marketing professionals, as well as finance and                that the positive impression they have of your business today will
     operations executives. It is also a valuable resource for                bringthembacktomorrow.If,aftergoingthroughthisguide,youhave
     Acquirers/Payment Processors and credit card Issuers                     additional questions, please call your Acquirer/Payment Processor.
     who provide services and support to Car Rental Agencies
     and cardholders.                                                         The next level of payment technology, Visa chip & PIN card is
                                                                              coming to Canada. This guide has information and interactive links
     How is it organized?                                                     relating to Visa chip & PIN.

     All of the information in this guide has been organized for quick
                                                                              What is a Visa chip & PIN card?
     and easy access. You’ll find:


                                                                                                                                                                               2
Tips for Car Rental Agencies


 2   Rules of the Road                                                                                                                Table of Contents

                                                                                                                                   1 About This Guide

                                                                                                                                   2 Rules of the Road

     What are Visa’s policies on card acceptance?                      But never…                                                  3 Visa Card Authorization
     Visa’s operating rules apply to all Merchants who accept            > Impose minimum or maximum dollar amounts as a
     Visa cards. In following the requirements provided by their           condition of honouring a card – Always honour a valid   4 Rental Car Return

     Acquirer/Payment Processor, Merchants are ensured optimum             Visa card, regardless of the car rental charge.
                                                                                                                                   5 Identification and
     protection and enhanced customer satisfaction. Here are some        > Impose any surcharge on the Visa transaction –            Fraud Prevention
     basic rules of the road.                                              Always treat the Visa transaction like any other
                                                                           payment transaction.                                    6 Copy Requests

     Be sure to…                                                         > Use the Visa card/account number to collect other
                                                                                                                                   7 Auto Rental Insurance
                                                                           debts or dishonoured cheques.
        > Honour all Visa cards – You must accept all valid
          Visa cards when properly presented by cardholders                                                                        8 Telephone Numbers for
          as payment for transactions.                                                                                               Cardholder Assistance

        > Include tax in the total transaction amount – Any tax                                                                    9 Visa chip & PIN card
          that you are required to collect should be included in the
          total transaction amount. Never collect taxes separately                                                                 10 Glossary
          in cash.




                                                                                                                                                               3
Tips for Car Rental Agencies


 3   Visa Card Authorization                                                                                                                        Table of Contents

                                                                                                                                                 1 About This Guide

                                                                                                                                                 2 Rules of the Road

     What Is an authorization?                                              Authorization with a Visa chip card                                  3 Visa Card Authorization
     Whether a reservation is made over the phone, internet or face-to-        > Follow all of the above
     face, an authorization can help protect you against fraudulent card                                                                         4 Rental Car Return
                                                                               > If presented with a Visa chip & PIN card, the card must
     use. It is the process by which the card issuer approves or declines        be inserted into the Visa chip-reading terminal and the         5 Identification and
     a transaction. An authorization can be obtained in two ways:                terminal prompts should be followed.                              Fraud Prevention
        > electronic authorization using a point-of-sale                       > If card is PIN-preferring, the cardholder will be required
                                                                                 to enter a PIN.                                                 6 Copy Requests
          (POS) terminal
        > voice authorization by telephone (please call your                                                                                     7 Auto Rental Insurance
          Acquirer/Payment Processor to obtain an authorization             How does a Visa chip & PIN card work?
          telephone number)                                                 If the estimated amount is equal or below the Floor Limit, you may   8 Telephone Numbers for
                                                                                                                                                   Cardholder Assistance
                                                                            proceed with an authorization of one currency unit (1.00)
     When do you request an authorization?                                                                                                       9 Visa chip & PIN card
     For maximum protection, you should always obtain an                    How long does an authorization remain valid?
     authorization, especially when:                                        An authorization is good for the length of a customer’s car rental   10 Glossary

        > total transaction amount is above your floor limit                (e.g. 2 days, 5 days, 10 days, etc.). When a customer keeps a car
        > terminal is not working                                           beyond the original estimate, you should contact the customer
                                                                            and obtain an incremental authorization for the extended rental
        > account number on the terminal screen does not
          match the number on the card                                      time period.

        > you are suspicious of the cardholder, Visa card
          or signature
        > transaction involves suspicious or unusual
          circumstances



                                                                                                                                                                             4
Tips for Car Rental Agencies

     3 Visa Card Authorization                                                                                                                    Table of Contents

                                                                                                                                               1 About This Guide

                                                                                                                                               2 Rules of the Road

      QUICK TIP                                                          The estimated authorization must NOT include potential charges
                                                                                                                                               3 Visa Card Authorization
      The more you know about your customer’s business or travel         for vehicle damages or insurance deductible amount.
      plans, the easier it is to reach your customer to confirm an                                                                             4 Rental Car Return
      extended car rental and any additional needs. To protect your      Final authorization and 15% rule
      assets, try to gather as many key details as possible from your                                                                          5 Identification and
      customer (e.g. name/address of hotel where customer is staying,    When the customer returns the vehicle and the actual transaction        Fraud Prevention
      a contact phone number, etc.) before or at the time a car is       amount is more than the previously estimated authorization
      picked up.                                                         amount, you need to apply the “15% rule” to determine whether or      6 Copy Requests

      If you are unable to contact the customer to obtain an             not an additional authorization is required. To do this:
                                                                                                                                               7 Auto Rental Insurance
      incremental authorization, you should take the appropriate steps
                                                                            > add 15% to the previously authorized amount
      to locate and retrieve the vehicle.
                                                                                                                                               8 Telephone Numbers for
                                                                            > compare the total (sum of previously authorized amount
                                                                                                                                                 Cardholder Assistance
                                                                              plus 15%) to the actual transaction amount
     Types of authorization
                                                                                                                                               9 Visa chip & PIN card
     Estimated authorization
                                                                         Rental car return with Visa chip & PIN card
     When the customer arrives to pick up the vehicle, you need to                                                                             10 Glossary
                                                                         If a Visa chip card was used and the PIN was used for the original
     estimate their total car rental charges and obtain authorization.
                                                                         authorization, then you are not required to have a PIN re-entered
     This estimate should be based on:
                                                                         for additional authorizations or to complete the final transaction.
        > expected length of rental
        > applicable daily, weekly, monthly rental rate
          (including tax)
        > incidental charges such as insurance, mileage, and
          any other additional necessities




                                                                                                                                                                           5
Tips for Car Rental Agencies

     3 Visa Card Authorization                                                                                                                            Table of Contents

                                                                                                                                                       1 About This Guide

                                                                                                                                                       2 Rules of the Road

     If the actual transaction amount is more than the previously             If the actual transaction amount is less than the total, no additional
                                                                                                                                                       3 Visa Card Authorization
     estimated authorization amount, an additional authorization is           authorization is required.
     required for the difference between the estimated authorization                                                                                   4 Rental Car Return
     (previously authorized amount) and the final transaction                   EXAMPLE
                                                                                                                                                       5 Identification and
     amount.                                                                    The actual transaction is $400.00. As shown below, this is               Fraud Prevention
                                                                                less than the previously authorized amount plus 15%.
                                                                                Previously authorized amount                               $350.00     6 Copy Requests
      EXAMPLE
                                                                                15% added                                                    53.00
      The actual transaction is $500.00. As shown below, this is more                                                                                  7 Auto Rental Insurance
                                                                                Total                                                      $403.00
      than the previously authorized amount plus 15%.
                                                                                In this situation, additional authorization is not necessary.          8 Telephone Numbers for
      Previously authorized amount                               $350.00                                                                                 Cardholder Assistance
      15% added                                                    53.00
      Total                                                      $403.00
                                                                              Authorization at a glance                                                9 Visa chip & PIN card
                                                                              Car rental counter staff can complete an estimated authorization
      In this situation, an additional authorization is necessary.                                                                                     10 Glossary
                                                                              in just a few simple steps, as outlined below:
          $500.00       –     $350.00          =           $150.00                1 Magnetically swipe card, obtain card imprint, or insert
           ACTUAL            PREVIOUSLY                 YOU MUST OBTAIN             card into a reader. Some terminals will prompt you to key
         TRANSACTION         AUTHORIZED            ADDITIONAL AUTHORIZATION         in the last four digits of the Visa account number.
           AMOUNT             AMOUNT                   FOR THIS AMOUNT*
                                                                                  2 Request an authorization for estimated car rental
     *The total sum of the additional authorization amount plus the                 charges via POS terminal or phone.
      previously authorized amount must equal the actual (or final)
                                                                                  3 Take appropriate action based on the
      transaction amount.
                                                                                    authorization response.

                                                                              How does a Visa chip & PIN card work?




                                                                                                                                                                                   6
Tips for Car Rental Agencies

     3 Visa Card Authorization                                                                                                                   Table of Contents

                                                                                                                                              1 About This Guide

                                                                                                                                              2 Rules of the Road

      RESPONSE         ACTION                                             Key points to remember about Visa card                              3 Visa Card Authorization
      Approved      > Record authorization code on rental agreement.      authorization
                    > Inform customer of amount authorized.               Even if you request an authorization, you are not guaranteed        4 Rental Car Return

                    > Ask the customer to sign the rental agreement.      100% protection against losses. You may still be held financially
                                                                                                                                              5 Identification and
      Declined      > Return the card to customer and ask for             responsible for a transaction if:                                     Fraud Prevention
                      another Visa card.
                                                                             > you do not obtain a card imprint/authorize the amount
      Call your     > Call your voice authorization centre                                                                                    6 Copy Requests
      Call Centre     for instructions.                                      > the cardholder does not sign the rental agreement,
                                                                               and/or                                                         7 Auto Rental Insurance
      Pick Up       > Keep the card if you can do so safely.
                                                                             > other dispute-related issues apply, which could result
                                                                               in a chargeback                                                8 Telephone Numbers for
                                                                                                                                                Cardholder Assistance
      STAY ALERT
      Before completing a Visa transaction, always check the card’s                                                                           9 Visa chip & PIN card
      security features to make sure the card is valid and has not been
      altered in any way. You should also compare the signature on                                                                            10 Glossary
      the rental agreement to the signature on the card to make sure
      they match. See the Fraud Prevention section in this guide for
      further details.




                                                                                                                                                                          7
Tips for Car Rental Agencies


 4   Rental Car Return                                                                                                                    Table of Contents

                                                                                                                                       1 About This Guide

                                                                                                                                       2 Rules of the Road

     Additional charges                                            Parking tickets/traffic violations                                  3 Visa Card Authorization
     Additional charges may be processed if the cardholder has     The Merchant must provide documentation from the appropriate
     consented to be liable for delayed or amended charges.        civil authority, including:                                         4 Rental Car Return

                                                                      > the license number of the rental vehicle                       5 Identification and
     Delayed or amended charges                                       > time and location of the infraction                              Fraud Prevention
     These charges must be processed to the cardholder’s
                                                                      > statute violated                                               6 Copy Requests
     account within 90 calendar days of the related transaction.
                                                                      > amount of the penalty in local currency
     They may include:                                                                                                                 7 Auto Rental Insurance
        > fuel                                                     Additional charges with a Visa chip & PIN card                      8 Telephone Numbers for
        > insurance                                                Any additional charges identified after car return should be          Cardholder Assistance
        > rental fees                                              processed as per current procedure where the card is not required
                                                                                                                                       9 Visa chip & PIN card
        > parking tickets and other traffic violations             to be present. Merchants can use the card’s PAN and expiry date
                                                                   and submit a “Signature on File” transaction.                       10 Glossary
     Billing for loss, theft or damages is not allowed.


     Signature on file
     For a delayed or amended charge, a merchant must both:

        > Create a Transaction receipt that includes the words
          “Signature on file”
        > Send a copy to the cardholder at the address shown on
          the rental contract.




                                                                                                                                                                   8
Tips for Car Rental Agencies


 5   Identification and Fraud Prevention                                                                                                                                                                                                                                                                                                                  Table of Contents

                                                                                                                                                                                                                                                                                                                                                       1 About This Guide

                                                                                                                                                                                                                                                                                                                                                       2 Rules of the Road

     How do you know when a Visa card is valid?                                                                                                                                                                                                                                                                                                        3 Visa Card Authorization
                                                                                                                                                                                                                                                                                                       The Signature Panel
     All legitimate Visa cards are designed with security features that help ensure authenticity.                                                                                                                                                                                                      Make sure that the repetitive Visa name,
     While processing a car rental transaction, take the time to look over these special features.                                                                                                                                                                                                     printed in blue and gold at 45-degree angle,    4 Rental Car Return
                                                                                                                                                                                                                                                                                                       is clearly visible on the signature panel.
     By doing so, you can avoid inadvertently accepting a counterfeit or stolen card.                                                                                                                                                                                                                  The card account number, plus a 3 digit Card    5 Identification and
                                                                                                                                                                                                                                                                                                       Verification Value 2 (CVV2) is reverse
     ALWAYS CHECK THE CARD                                                                                                                                                                                                                                                                             indent-printed on the signature panel. Some       Fraud Prevention
                                                                                                                                                                                                                                                                                                       cards will have only the last 4 digits of the
                                                                                                                                                                                                                                                                                                       account number plus the 3 digit CVV2, on
     Security Features — Visa flag design                                                                                                                                                                                                                                                              the signature panel.                            6 Copy Requests

     with hologram                                                                                                                                                                                                                                                                                     Check for signs of tampering such as
                                                                                                                                                                                                                                                                                                                                                       7 Auto Rental Insurance
                                                                             AUTHORIZED SIGNATURE                                                                                                                                                                                                      scratching, white tape or white correction
                                                                                                  Optional   4000 1234 5678 9010 123                                                                                                                                                                   fluid applied over the panel, or writing over
     Magnetic Stripe                                                                                                                                                                                                                                                                                   another name with a felt-tip pen. The
     The magnetic stripe should be smooth and straight, with                 NOT VALID UNLESS SIGNED
                                                                                                                                                                                                                                                                                                       repeated word “void” appears if the panel       8 Telephone Numbers for
     no signs of tampering.                                                                                                                                                                                                                                                                            has been erased or compromised.                   Cardholder Assistance
     The Account Number
                                                                                     BANK IDENTIFICATION AREA                                                                                                                                                                                          The Dove Hologram
     The account number must appear clear, clean and                                                                                                                                                                                                                                                                                                   9 Visa chip & PIN card
     uniform. All Visa account numbers begin with 4. If a card                                                                                                                                                                                                                                         The three-dimensional dove hologram
     has been re-embossed, the original embossed numbers                                                                                                                                                                                                                                               should reflect light and seem to change as
     have been flattened and new numbers embossed, the                                                                                                                                                                                                                                                 you rotate the card. Most counterfeit cards     10 Glossary
     numbers may appear fuzzy, like “ghost images.”                                                                                                                                                                                                                                                    contain a one-dimensional printed image on
                                                                                                                                  0000 0 0000 00 00 0000 0 0000 00 00 0000 0 0000 000000 0 0000 00 00 0000 0 0000 00 00 0000 0 0000 0000


                                                                                                                                                                                                                                                                                                       a foil sticker.
                                                                                                                      0000 0 0000 00 00 0000 0 0000 00 00 0000 0 0000 000000 00 0000




                                                                                                                                                                                                                                      0000 0 0000 00 00 0000 0 0000 00 00 0000 0 0000 000000 00 0000
                                                                                               GOOD
     All or part of the account number on the front of the card                                THRU


     must match the printed account number on the sales
     receipt. Some unembossed Visa cards may have only
                                                                                                                                  0000 0 0000 00 00 0000 0 0000 00 00 0000 0 0000 000000 0 0000 00 00 0000 0 0000 00 00 0000 0 0000 0000



                                                                                                                                                                                                                                                                                                       Visa Brand Mark
     partial account numbers printed on the card.                                                                                                                                                                                                                                                      The Visa Brand Mark must appear in either
                                                                                                                                                                                                                                                                                                       the bottom or upper right corner. There is a
     Bank Identification Number                                                                                                                                                                                                                                                                        microtext border.
     The first four numbers of the account number
     must appear below the account number. These                                                                                                                                                                                                                                                       Security Character
     four numbers are the Bank Identification Number                                                                                                                                                                                                                                                   Visa cards may have a stylized “V” security
     (BIN). If the two numbers do not match, the card                                                                                                                                                                                                                                                  character embossed to the right of the
     has been altered or is counterfeit.                                                                                                                                                                                                                                                               expiration date.


     All cards featuring this design will be discontinued by 30 June 2011.



                                                                                                                                                                                                                                                                                                                                                                                   9
Tips for Car Rental Agencies

     5 Identification and Fraud Prevention                                                                                                                                                                                                                                                                                                                       Table of Contents

                                                                                                                                                                                                                                                                                                                                                              1 About This Guide

                                                                                                                                                                                                                                                                                                                                                              2 Rules of the Road

     Security Features — Visa flag design with hologram                                                                                                                                                                                                                                                                                                       3 Visa Card Authorization
                                                                                                                                                                                                                                                                                                              The Signature Panel
                                                                                                                                                                                                                                                                                                              Make sure that the repetitive Visa name,
                                                                                                                                                                                                                                                                                                              printed in blue and gold at 45-degree angle,    4 Rental Car Return
                                                                                                                                                                                                                                                                                                              is clearly visible on the signature panel.
                                                                                                                                                                                                                                                                                                              The card account number, plus a 3 digit Card    5 Identification and
                                                                                                                                                                                                                                                                                                              Verification Value 2 (CVV2) is reverse
                                                                                                                                                                                                                                                                                                              indent-printed on the signature panel. Some       Fraud Prevention
     Magnetic Stripe
                                                                                                                                                                                                                                                                                                              cards will have only the last 4 digits of the
     The magnetic stripe should be smooth and straight, with
                                                                                                                                                                                                                                                                                                              account number plus the 3 digit CVV2, on
     no signs of tampering.
                                                                                                                                                                                                                                                                                                              the signature panel.                            6 Copy Requests
                                                                                                                                                                                                                                                                                                              Check for signs of tampering such as
                                                                                    AUTHORIZED SIGNATURE                                                                                                                                                                                                      scratching, white tape or white correction      7 Auto Rental Insurance
                                                                                                         Optional   4000 1234 5678 9010 123                                                                                                                                                                   fluid applied over the panel, or writing over
                                                                                                                                                                                                                                                                                                              another name with a felt-tip pen. The
     The Account Number                                                             NOT VALID UNLESS SIGNED
                                                                                                                                                                                                                                                                                                              repeated word “void” appears if the panel       8 Telephone Numbers for
     The account number must appear clear, clean and                                                                                                                                                                                                                                                          has been erased or compromised.                   Cardholder Assistance
     uniform. All Visa account numbers begin with 4. If a card
     has been re-embossed, the original embossed numbers
     have been flattened and new numbers embossed, the                                      BANK IDENTIFICATION AREA                                                                                                                                                                                          The Dove Hologram                               9 Visa chip & PIN card
     numbers may appear fuzzy, like “ghost images.”                                                                                                                                                                                                                                                           The three-dimensional dove hologram
                                                                                                                                                                                                                                                                                                              should reflect light and seem to change as
     All or part of the account number on the front of the card
                                                                                                                                                                                                                                                                                                              you rotate the card. Most counterfeit cards     10 Glossary
     must match the printed account number on the sales
                                                                                                                                                                                                                                                                                                              contain a one-dimensional printed image on
     receipt. Some unembossed Visa cards may have only                                                                                   0000 0 0000 00 00 0000 0 0000 00 00 0000 0 0000 000000 0 0000 00 00 0000 0 0000 00 00 0000 0 0000 0000


                                                                                                                                                                                                                                                                                                              a foil sticker.
                                                                                                                             0000 0 0000 00 00 0000 0 0000 00 00 0000 0 0000 000000 00 0000




                                                                                                                                                                                                                                             0000 0 0000 00 00 0000 0 0000 00 00 0000 0 0000 000000 00 0000
     partial account numbers printed on the card.                                                     GOOD
                                                                                                      THRU




                                                                                                                                         0000 0 0000 00 00 0000 0 0000 00 00 0000 0 0000 000000 0 0000 00 00 0000 0 0000 00 00 0000 0 0000 0000



                                                                                                                                                                                                                                                                                                              Visa Brand Mark
                                                                                                                                                                                                                                                                                                              The Visa Brand Mark must appear in either
                                                                                                                                                                                                                                                                                                              the bottom or upper right corner. There is a
     Bank Identification Number                                   Embedded micro-computer chip                                                                                                                                                                                                                microtext border.
     The first four numbers of the account number                 The chip securely stores information such as the cardholder’s
     must appear below the account number. These                  account number and Personal Identification Number (PIN). It is                                                                                                                                                                              Security Character
     four numbers are the Bank Identification Number              virtually impossible to copy a chip card. It helps to authenticate the                                                                                                                                                                      Visa cards may have a stylized “V” security
     (BIN). If the two numbers do not match, the card             cardholder since a PIN (kept secure by the cardholder) is used                                                                                                                                                                              character embossed to the right of the
     has been altered or is counterfeit.                          instead of a signature. For more information on Visa chip & PIN,                                                                                                                                                                            expiration date.
                                                                  please refer to Section 9 in this guide.

     All cards featuring this design will be discontinued by 30 June 2011.



                                                                                                                                                                                                                                                                                                                                                                                          10
Tips for Car Rental Agencies

     5 Identification and Fraud Prevention                                                                                                                                                    Table of Contents

                                                                                                                                                                                           1 About This Guide

                                                                                                                                                                                           2 Rules of the Road

     Security Features — Mini hologram on card back                                                                                                                                        3 Visa Card Authorization

                                                                                                                                                                                           4 Rental Car Return
     The Signature Panel
     The signature panel must appear on the back of the card. It may                                                 Magnetic Stripe
     look like this or be custom designed. The word “Visa” is repeated                                               The magnetic stripe should be smooth and straight,                    5 Identification and
     and visible on the panel when placed under an ultraviolet light.                                                with no signs of tampering.                                             Fraud Prevention
     Check for signs of tampering such as scratching,
     white tape or white correction fluid applied over
     the panel, or writing over another name with a                                                                                   CVV2
                                                                                                                                                                                           6 Copy Requests
     felt-tip pen. The repeated word “void” appears if                                                                                The three-digit code (CVV2) may appear
     the panel has been erased or compromised.                                                                                        in the white box to the right of the signature       7 Auto Rental Insurance
     The manufacturer’s ID is printed underneath the                                                                                  panel or be reverse ident-printed onto the
     signature panel.                                                                                                                 signature panel.
                                                                           AUTHORIZED SIGNATURE
                                                                                                                                                                                           8 Telephone Numbers for
                                                                                                     123                                                                                     Cardholder Assistance
     The Mini Dove Hologram
     When the Mini Dove Design Hologram is used, it                                                                                                The Account Number
     must appear on the back of the card. For non-Chip                                                                                             The 16-digit account number must
     cards, it may be placed either below or to the left                                                                                                                                   9 Visa chip & PIN card
                                                                                                                                                   appear clear, clean and uniform in
     or right of the signature panel. For Chip cards, it is                                                                                        size and spacing. All Visa account
     placed below the signature panel.                                                            BANK IDENTIFICATION AREA                         numbers begin with 4.                   10 Glossary

     Embedded micro-computer chip
     The chip securely stores information such as the                                                                                              Visa Brand Mark
     cardholder’s account number and Personal                                                                                                      The Visa Brand Mark must appear in
     Identification Number (PIN). It is virtually                                                       GOOD
                                                                                                        THRU                                       either the bottom right, top left or
     impossible to copy a chip card. It helps to                                                                                                   top right corner. Most cards will be
     authenticate the cardholder since a PIN (kept                                                                                                 horizontal in orientation. Visa cards
     secure by the cardholder) is used instead of a                                                                                                with a chip may have a vertical
     signature. For more information on Visa chip & PIN,                                                                                           orientation.
     please refer to Section 9 in this guide.                 Bank Identification Number
                                                              The first four numbers of the account number must appear                             A “V” is visible over the Visa Brand
                                                              below the account number. These four numbers are the                                 Mark when placed under an
                                                              Bank Identification Number (BIN). If the two numbers do                              ultraviolet light.
                                                              not match, the card has been altered or is counterfeit.




                                                                                                                                                                                                                       11
Tips for Car Rental Agencies

     5 Identification and Fraud Prevention                                                                                                                                                  Table of Contents

                                                                                                                                                                                         1 About This Guide

                                                                                                                                                                                         2 Rules of the Road

     Security Features — Hologram on card front                                                                                                                                          3 Visa Card Authorization

                                                                                                                                                                                         4 Rental Car Return

                                                                              Magnetic Stripe
                                                                              The magnetic stripe should be smooth and
                                                                                                                                                                                         5 Identification and
     The Account Number                                                       straight, with no signs of tampering.                The Signature Panel                                     Fraud Prevention
     The account number must appear clear, clean and uniform.                                                                      The signature panel must appear on the back
     All Visa account numbers begin with 4. If a card has been                                                                     of the card. It may look like this or be custom
                                                                                                                                   designed. The word “Visa” is repeated and visible
                                                                                                                                                                                         6 Copy Requests
     re-embossed, the original embossed numbers have been
     flattened and new numbers embossed, the numbers may                                                                           on the panel when placed under an ultraviolet
     appear fuzzy, like “ghost images.”                                                                                            light.                                                7 Auto Rental Insurance
                                                                                  AUTHORIZED SIGNATURE
     All or part of the account number on the front of the card                                                                    Check for signs of tampering such as scratching,
     must match the printed account number on the sales                                                       123                  white tape or white correction fluid applied over
                                                                                                                                   the panel, or writing over another name with a        8 Telephone Numbers for
     receipt. Some unembossed Visa cards may have only partial
     account numbers printed on the card.                                                                                          felt-tip pen. The repeated word “void” appears if       Cardholder Assistance
                                                                                                                                   the panel has been erased or compromised.

                                                                                                                                                                                         9 Visa chip & PIN card
                                                                              BANK IDENTIFICATION AREA
     Bank Identification Number                                                                                                    CVV2
     The first four numbers of the account number                                                                                  The three-digit code (CVV2) may appear in the         10 Glossary
     must appear below the account number. These                                                                                   white box to the right of the signature panel or be
     four numbers are the Bank Identification Number                                                                               reverse indent printed onto the signature panel.
     (BIN). If the two numbers do not match, the card
                                                                                    GOOD
     has been altered or is counterfeit.                                            THRU




                                                                                                                                   The Dove Hologram
     Embedded micro-computer chip                                                                                                  The three-dimensional dove hologram should
     The chip securely stores information such as the cardholder’s                                                                 reflect light and seem to change as you rotate
     account number and Personal Identification Number (PIN). It is              Visa Brand Mark                                   the card. Most counterfeit cards contain a
     virtually impossible to copy a chip card. It helps to authenticate the      The Visa Brand Mark must appear in either         one-dimensional printed image on a foil sticker.
     cardholder since a PIN (kept secure by the cardholder) is used              the bottom right, top left or top right corner.
     instead of a signature. For more information on Visa chip & PIN,            A “V” is visible over the Visa Brand Mark
     please refer to Section 9 in this guide.                                    when placed under an ultraviolet light.




                                                                                                                                                                                                                     12
Tips for Car Rental Agencies

     5 Identification and Fraud Prevention                                                                                                                                                         Table of Contents

                                                                                                                                                                                                1 About This Guide

                                                                                                                                                                                                2 Rules of the Road

     Security Features — HoloMag on Card Back                                                                                                                                                   3 Visa Card Authorization

                                                                                                                                                                                                4 Rental Car Return
     1   Microtext with the word “Visa” repeated.
                                                                                  Holographic Magnetic Stripe
     2   When the card is tipped the dove appears                                 When the holomag is present on the card it
         to travel on top of the vertical lines.                                  must always be on the card back, and no other
                                                                                                                                                                                                5 Identification and
     3   Move the card side to                                                    hologram appears on the card.                           The Signature Panel                                     Fraud Prevention
         side and the black dot will                                                                                                      The signature panel must appear on the back
                                                        3                                                                                 of the card. It may look like this or be custom
         appear and disappear             1                         4                                                                                                                           6 Copy Requests
         behind the dove.                           2                                                                                     designed. The word “Visa” is repeated and visible
                                                                                                                                          on the panel when placed under an ultraviolet
     4   Move the card up and down and the                                                                                                light.
         word “Visa” appears in the sun.
                                                                                                                                                                                                7 Auto Rental Insurance
                                                                                                                                          Check for signs of tampering such as scratching,
                                                                                                                 123                      white tape or white correction fluid applied over
                                                                                                                                          the panel, or writing over another name with a        8 Telephone Numbers for
     The Account Number                                                      AUTHORIZED SIGNATURE

     The account number must appear clear, clean
                                                                                                                                          felt-tip pen. The repeated word “void” appears if       Cardholder Assistance
                                                                                                                                          the panel has been erased or compromised.
     and uniform. All Visa account numbers begin
     with 4. If a card has been re-embossed, the                                                                                                                                                9 Visa chip & PIN card
     original embossed numbers have been flattened                                 BANK IDENTIFICATION AREA
     and new numbers embossed, the numbers may                                                                                            CVV2
     appear fuzzy, like “ghost images.”                                                                                                   The three-digit code (CVV2) may appear in the         10 Glossary
                                                                                                                                          white box to the right of the signature panel or be
                                                                                                                                          reverse indent printed onto the signature panel.
     Bank Identification Number
                                                                                          GOOD
     The first four numbers of the account number                                         THRU


     must appear below the account number. These
     four numbers are the Bank Identification                                                                                     Visa Brand Mark
     Number (BIN). If the two numbers do not match,                                                                               The Visa Brand Mark must appear in either
     the card has been altered or is counterfeit.                                                                                 the bottom right, top left or top right corner.
                                                                                                                                  A “V” is visible over the Visa Brand Mark
                                                            Embedded micro-computer chip                                          when placed under an ultraviolet light.
                                                            The chip securely stores information such as the cardholder’s
                                                            account number and Personal Identification Number (PIN). It is
                                                            virtually impossible to copy a chip card. It helps to authenticate
                                                            the cardholder since a PIN (kept secure by the cardholder) is used
                                                            instead of a signature. For more information on Visa chip & PIN,
                                                            please refer to Section 9 in this guide.




                                                                                                                                                                                                                            13
Tips for Car Rental Agencies

     5 Identification and Fraud Prevention                                                                                                             Table of Contents

                                                                                                                                                    1 About This Guide

                                                                                                                                                    2 Rules of the Road

     Always compare signatures when:                                            > Compare the signature on the ID with the signature
                                                                                                                                                    3 Visa Card Authorization
                                                                                  on the card.
        > You have a non-chip reading terminal
                                                                                > If the cardholder refuses to sign the card, do not                4 Rental Car Return
        > You are presented with a magnetic-stripe Visa card
                                                                                  accept the card.
        > Your terminal prompts you to ask for a signature                                                                                          5 Identification and
                                                                                                                                                      Fraud Prevention

     The signature on the car rental sales agreement must match the            CAUTION
                                                                                                                                                    6 Copy Requests
     signature on the card. If the signatures don’t match, continue to         If you receive an authorization approval, but still suspect fraud,
     hold the card and ask the customer to sign again. If you are still        make a Code 10 call:                                                 7 Auto Rental Insurance
     not satisfied, ask for additional identification (e.g. driver’s license   > Call your voice authorization centre and say, in a normal tone
                                                                                                                                                    8 Telephone Numbers for
     or passport) and compare signatures.                                        of voice, ”I have a Code 10 Authorization Request.”
                                                                                                                                                      Cardholder Assistance
                                                                               > Follow the operator’s instructions. If you are directed to pick
     What if the card has not been signed?                                       up a card, keep the card only if you can do so by peaceful         9 Visa chip & PIN card
                                                                                 means.
     If the signature panel is blank, do the following:
                                                                                                                                                    10 Glossary
                                                                               > If you are unable to make a Code 10 call at the time of the
        > Ask the cardholder for some form of positive
                                                                                 transaction, do so as soon after the transaction as possible.
          identification that bears the cardholder’s signature,
          such as a passport or driver’s license.
        > Write the number and expiration date of the
          identification on the rental agreement.
        > Require the cardholder to sign the card prior to
          completing the sale.




                                                                                                                                                                                14
Tips for Car Rental Agencies


 6   Copy Requests                                                                                                                                    Table of Contents

                                                                                                                                                   1 About This Guide

                                                                                                                                                   2 Rules of the Road

     What happens when you get a                                           QUICK TIP                                                               3 Visa Card Authorization
     transaction receipt copy request from                                 When a copy request is not fulfilled in a timely manner, or a copy
     your Acquirer/Payment Processor?                                      is illegible, it almost always results in a chargeback. It is in your   4 Rental Car Return
                                                                           best interest to respond promptly to a copy request.
     If asked by your Acquirer/Payment Processor to fulfill a copy
                                                                                                                                                   5 Identification and
     request, do the following:                                                                                                                      Fraud Prevention
        > Respond as quickly as possible. You must fulfill
                                                                                                                                                   6 Copy Requests
          the request within the timeframe requested by
          your Acquirer/Payment Processor.
                                                                                                                                                   7 Auto Rental Insurance
        > Provide a legible photocopy or a facsimile of the
          original document.                                                                                                                       8 Telephone Numbers for
                                                                                                                                                     Cardholder Assistance

     Your Acquirer/Payment Processor will forward the copy to the
                                                                                                                                                   9 Visa chip & PIN card
     card Issuer, who will then send it to the requesting cardholder. In
     many cases, the question or issue the cardholder had with the                                                                                 10 Glossary
     transaction is resolved by this means.




                                                                                                                                                                               15
Tips for Car Rental Agencies


 7   Auto Rental Insurance                                                                                                                      Table of Contents

                                                                                                                                             1 About This Guide

                                                                                                                                             2 Rules of the Road

     What is it?                                                             > itemized repair bill, or copy of estimate
                                                                                                                                             3 Visa Card Authorization
     Visa’s Auto Rental Collision/Loss Damage Insurance (CLDI) program is    > receipt for paid repairs
     designed to protect your Visa customers—and your company—                                                                               4 Rental Car Return
                                                                             > police report, if available
     from the high costs that result from vehicle damage, theft, and         > copy of the Visa sales draft or statement if                  5 Identification and
     vandalism. CLDI covers cars rented with Visa cards that carry             any repair charges were billed to the card                      Fraud Prevention
     the CLDI feature and that are issued by financial institutions
     in Canada.                                                                                                                              6 Copy Requests
                                                                            TOLL-FREE NUMBERS FOR CARDHOLDER ASSISTANCE
                                                                                                                                             7 Auto Rental Insurance
     For a complete description of the Visa CLDI insurance program,         Merchants can always call toll free in Canada or the United
     and a list of eligible Visa cards, you may visit our Web site at       States at 1-800-847-2911 or collect at (410) 581-9994 from       8 Telephone Numbers for
                                                                            elsewhere. For:                                                    Cardholder Assistance
     www.visa.ca/cldi
                                                                            CIBC Visa cardholders, please call 1-866-363-3338 from within
                                                                            Canada and the United States or (905) 403-3338 collect from      9 Visa chip & PIN card
     Filing a Visa Auto Rental Insurance Claim                              elsewhere in the world.
     In order for the cardholder to file a claim, you should provide the                                                                     10 Glossary
                                                                            RBC Visa cardholders, please call RBC Assured Assistance at
     following documentation, by mail or fax, to the cardholder:            1-800-533-2778 from within Canada and the United States or
        > claim form, completed and signed                                  (905) 816-2581 collect from elsewhere in the world.

        > Visa sales draft showing payment in full of the rental            ScotiaGold Visa cardholders, please call 1-800-756-4941 from
                                                                            within Canada and the United States, or (416) 977-6707 collect
        > original copy of both sides of the rental agreement               from elsewhere in the world.
        > accident or damage report




                                                                                                                                                                         16
Tips for Car Rental Agencies

     7 Auto Rental Insurance                                                                                                                                 Table of Contents

                                                                                                                                                          1 About This Guide

                                                                                                                                                          2 Rules of the Road

     Visa CLDI coverage at a glance                                                Rental period                                                          3 Visa Card Authorization
                                                                                   The length of time a cardholder can rent the same vehicle or
     Program Underwriter and Administrator                                         vehicles must not exceed 48 consecutive days. If the rental period     4 Rental Car Return

     Royal & SunAlliance Company of Canada                                         exceeds 48 consecutive days, coverage will not be provided from
                                                                                                                                                          5 Identification and
                                                                                   the first day onwards, i.e. coverage will not be provided for either     Fraud Prevention
     Visa CLD Insurance is primary insurance                                       the first 48 consecutive days or any subsequent days.
                                                                                                                                                          6 Copy Requests
     It pays the amount for which the cardholder is liable to the rental
     agency (except for losses that may be waived or assumed by the                In the event of a collision, who should handle the claim?
                                                                                                                                                          7 Auto Rental Insurance
     rental agency or its insurer, and in such circumstances where local           The cardholder may choose to handle the claim himself/herself,
     government insurance legislation states otherwise) up to the                  although Visa encourages the car rental agency to deal directly        8 Telephone Numbers for
                                                                                                                                                            Cardholder Assistance
     actual cash value of the damaged or stolen rental vehicle as well as          with the insurance administrator of Visa to settle the claim.
     valid loss of use charges resulting from damage or theft occurring                                                                                   9 Visa chip & PIN card
     while the cardholder is the renter of the rental vehicle.                     If the rental agency handles the claim, the cardholder must fill out
                                                                                   the rental agency’s accident report and assign the rental agency       10 Glossary

     Where does coverage apply?                                                    the right to make the claim on his or her behalf. This can be done
     This coverage is available on a 24-hour basis unless precluded by             on the rental agency’s claim form or other authorized forms.
     law or the coverage is in violation of the terms of the rental
     contract in the jurisdiction in which it was formed. A cardholder             Even though the claim is being settled by the car rental agency,
     can rent a car almost* anywhere in the world providing that the               the cardholder must make himself/herself available to answer
     full cost of the rental is paid with an eligible Visa card.                   inquiries arising from the claim process.

    *There are a few countries where the law requires the cardholder to purchase
     local insurance. When travelling outside of Canada and the United States,
     cardholder should ask if local law requires this purchase.



                                                                                                                                                                                      17
Tips for Car Rental Agencies

     7 Auto Rental Insurance                                                                                                              Table of Contents

                                                                                                                                       1 About This Guide

                                                                                                                                       2 Rules of the Road

     What happens if the customer wants to settle the claim            Claim notification period                                       3 Visa Card Authorization
     himself/herself?                                                  The claim must be submitted, along with as much documentation
     The cardholder has 48 hours to call the Visa Global Customer      as is available, within 45 days of the accident                 4 Rental Car Return

     Assistance Service at 1-800-847-2911 in Canada or the United
                                                                                                                                       5 Identification and
     States or collect at (410) 581-9994 from all other countries to   Claim submission
                                                                                                                                         Fraud Prevention
     advise them of the incident.                                      All documentation must be submitted no later than 90 days
                                                                       from the date of loss, damage to, or theft of the vehicle.      6 Copy Requests
     CIBC Visa cardholders must call 1-866-363-3338 from within
                                                                                                                                       7 Auto Rental Insurance
     Canada and the United States or (905) 403-3338 collect from       Address to file claim – Where should original documentation
     elsewhere in the world.                                           be forwarded?                                                   8 Telephone Numbers for
                                                                       Visa Auto Rental Collision/Loss Damage                            Cardholder Assistance
     RBC Visa cardholders must call RBC Assured Assistance at 1-800-   Insurance Claims Administrator
                                                                       655 Finley Avenue, Unit 1, Ajax, ON L1S 3V3                     9 Visa chip & PIN card
     533-2778 from within Canada and the United States or (905)
     816-2581 collect from elsewhere in the world.                                                                                     10 Glossary
                                                                       ScotiaGold Visa cards
     ScotiaGold Visa cardholders must call 1-800-756-4941 from         Scotia Assist, Re: ScotiaGold Visa Auto Rental CLD Insurance
                                                                       400 University Avenue, 15th Floor, Toronto, ON M5G 1S7
     within Canada and the United States, or (416) 977-6707 collect
     from elsewhere in the world.
                                                                       CIBC Visa cards
                                                                       Royal & SunAlliance Company of Canada
     A representative will answer questions and send a claim form to
                                                                       Re: CIBC Visa Auto Rental Collision
     the cardholder.                                                   Loss Damage Claims Management Services,
                                                                       2225 Erin Mills Parkway, Suite #1000
                                                                       Mississauga, ON L5K 2S9



                                                                                                                                                                   18
Tips for Car Rental Agencies


 8   Telephone Numbers for Cardholder Assistance                                                                                                     Table of Contents

                                                                                                                                                  1 About This Guide

                                                                                                                                                  2 Rules of the Road

     For travel assistance                                                Available 24 hours a day, 365 days a year, these services include:
                                                                                                                                                  3 Visa Card Authorization
     Visa Gold and Visa Platinum cardholders can take advantage              > Emergency Card Replacement and Emergency Cash
     of comprehensive travel assistance services by calling the                                                                                   4 Rental Car Return
                                                                             > Emergency Medical and Referral Assistance
     Visa Assistance Centre at 1-800-VISA-911 (1-800-847-2911) or
                                                                             > Emergency Legal Referral Assistance                                5 Identification and
     each respective financial institution at the numbers listed below:                                                                             Fraud Prevention
                                                                             > Emergency Transportation Assistance
                                                                             > Emergency Ticket Replacement                                       6 Copy Requests
      FINANCIAL INSTITUTIONS                                                 > Lost Luggage Assistance
                                                                                                                                                  7 Auto Rental Insurance
      Bank of America, Nat’l Assoc., Canada Branch       1-800-300-3084      > Emergency Message Assistance
      CIBC                                               1-800-663-4575
                                                                             > Emergency Translation                                              8 Telephone Numbers for
      Citizens Bank of Canada                            1-888-990-9691
                                                                                                                                                    Cardholder Assistance
      Home Trust Company                                 1-877-727-6883      > Prescription Assistance and Valuable
      Laurentian Bank                                    1-800-263-8980        Document Delivery
                                                                                                                                                  9 Visa chip & PIN card
      RBC Royal Bank                                     1-800-263-1811
                                                                             > Pre-Trip Assistance
      Scotiabank                                         1-800-387-6556
                                                                                                                                                  10 Glossary
      TD Canada Trust                                    1-800-983-8472
      US Bank Canada                                     1-800-588-8067   For lost Visa travellers cheques
      VanCity Savings Credit Union                       1-888-990-9691
                                                                          If your customers carry Visa travellers cheques, they can also feel
      Visa Desjardins                                    1-800-363-3380
                                                                          confident and secure while travelling. Lost or stolen Visa travellers
                                                                          cheques can be replaced at more than 397,000 locations
                                                                          worldwide by simply calling 1-800-227-6811, 24 hours a day,
                                                                          365 days a year.




                                                                                                                                                                              19
Tips for Car Rental Agencies


 9   Visa chip & PIN card                                                                                                                                                                Table of Contents

                                                                                                                                                                                      1 About This Guide

                                                                                                                                                                                      2 Rules of the Road

     What is a Visa chip & PIN card?                                                                         How does a Visa chip & PIN card work?                                    3 Visa Card Authorization
     The next level of payment technology, the Visa chip & PIN card is                                       This is how a Visa chip & PIN card is used at a chip-reading terminal:
     designed to make our already safe payment system even more secure.                                                                                                               4 Rental Car Return
                                                                                                                > The card is inserted into a chip-reading terminal, instead
                                                                                                                  of being swiped.                                                    5 Identification and
     A Visa chip & PIN card is a plastic payment card with an
                                                                                                                > The card remains inserted in the terminal throughout the              Fraud Prevention
     embedded micro-computer chip. The micro-computer chip
                                                                                                                  transaction
     enables the card to securely store information, such as the                                                                                                                      6 Copy Requests
                                                                                                                > The terminal will display the purchase amount and
     cardholder’s account number and Personal Identification Number
                                                                                                                  request the cardholder’s PIN                                        7 Auto Rental Insurance
     (PIN), and is virtually impossible to copy.
                                                                                                                > The cardholder will enter his or her PIN on a keypad in or
                                                                                                                  connected to the terminal                                           8 Telephone Numbers for
     A Visa chip & PIN card can be used anywhere in the world where a
                                                                                                                                                                                        Cardholder Assistance
     merchant accepts Visa credit or debit cards.                                                               > If the PIN is confirmed, and the purchase approved,
                                                                                                                  a receipt is printed                                                9 Visa chip & PIN card
     More than 221 million Visa chip & PIN cards are already in use                                             > No signature is necessary, in most cases. The terminal
     around the world – and now chip is coming to Canada.‡                                                        will determine whether the card requires PIN or signature,          10 Glossary
                                                                                                                  and all your staff needs to do is follow the prompts
     Wherever a Visa chip card is presented at a chip reading terminal,
     the staff must follow the terminal prompts. While the vast majority                                     The result is a fast, convenient and secure payment transaction!
     of Visa issued chip cards require a PIN, some Visa chip cards may be
     configured to allow for a signature in which case the transaction is                                    NOTE: As a car rental merchant, you are still required to obtain the
     processed similar to a magnetic stripe and signature transaction,                                       client’s signature for the necessary Car Rental Agreement
     except that the card will be inserted rather than swiped. Merchant
                                                                                                             To ensure continued acceptance of all Visa cards at points of sale
     and cardholder should follow the prompts indicated on the terminal.
                                                                                                             that do not yet have a chip reading terminal, Visa chip & PIN cards
                                                                                                             will continue to have a magnetic stripe.

     ‡
         As of September, 2006. As reported by member financial institutions globally and therefore may be
         subject to change.                                                                                                                                                                                       20
Tips for Car Rental Agencies

     9 Visa chip & PIN                                                                                                                               Table of Contents

                                                                                                                                                  1 About This Guide

                                                                                                                                                  2 Rules of the Road

     Visa chip & PIN cards can reduce chargebacks                        Should the authorized amount be displayed to the cardholders             3 Visa Card Authorization
     and save time                                                       It has been a commonly accepted practice that the car rental
                                                                         industry does not currently display the authorized amount to the         4 Rental Car Return
     The use of a PIN for cardholder verification, combined with the     cardholder. In most markets where Visa chip & PIN technology is
                                                                                                                                                  5 Identification and
     fact that a chip is virtually impossible to copy, helps reduce      used, the authorized amount is not displayed to the cardholder;            Fraud Prevention
     chargebacks for fraud.                                              however, your terminal may display it. Contact your
                                                                         Acquirer/Payment Processor to determine the procedures for your          6 Copy Requests
     How is a Visa chip & PIN card used?                                 car rental to display authorized amounts.
                                                                                                                                                  7 Auto Rental Insurance

     Reservation – status check                                          Higher than estimated spending                                           8 Telephone Numbers for
                                                                                                                                                    Cardholder Assistance
     Because the reservation process does not usually involve the card   As with current procedure, if the estimated amount used for
     to be physically present, there are no changes to this procedure.   authorization is no longer adequate to cover the estimated final         9 Visa chip & PIN card
     A status check can be performed as it is today.                     bill, then incremental authorization should be performed.
                                                                                                                                                  10 Glossary
     Check-in /authorization process                                     Vehicle return
     Authorization is completed at check-in to verify that the card is   Complete the transaction for the final billing amount. The data
     genuine, the customer is the legitimate cardholder, and to          elements from the authorization should be included. The final
     guarantee funds before the final transaction amount is known. As    total billing amount should be presented to the cardholder.
     a car rental agency, you should process these transactions
     following Visa’s instructions in this document along with your      Express vehicle return
     current car rental procedures, or as instructed by your Acquirer/   Once the final transaction amount is known, simply complete the sale
     Payment Processor.                                                  with the inclusion of the information from the original authorization.



                                                                                                                                                                              21
Tips for Car Rental Agencies

     9 Visa chip & PIN                                                                                                                          Table of Contents

                                                                                                                                             1 About This Guide

                                                                                                                                             2 Rules of the Road

     Additional expenses                                                 2. Why is the industry evolving to chip?                            3 Visa Card Authorization
     Any additional charges identified after car return should be        Visa chip & PIN cards makes a secure payment system even more
     processed as per current procedure where the card is not required   secure. Unlike the magnetic stripe cards, which can be copied (or   4 Rental Car Return

     to be present. The original data obtained during authorization      “skimmed”) for encoded data, the chip in chip cards is virtually
                                                                                                                                             5 Identification and
     should not be resubmitted. Merchants can use card’s PAN and the     impossible to copy. Consumers feel more secure using a chip card      Fraud Prevention
     expiry date and submit a “Signature on File” transaction.           and merchants experience a decrease in chargebacks for fraud.
                                                                                                                                             6 Copy Requests

     For further information relating to Visa chip & PIN processes and   3. What are the benefits of accepting Visa chip & PIN cards at a
                                                                                                                                             7 Auto Rental Insurance
     specifications, contact your head office, Acquirer/Payment          chip reading terminal?
     Processor or visit www.visa.ca/chip.                                Wherever Visa chip & PIN card were introduced in other countries,   8 Telephone Numbers for
                                                                                                                                               Cardholder Assistance
                                                                         there has been an impact on:
     FAQ about Visa chip & PIN                                              > Reduced chargebacks for fraud                                  9 Visa chip & PIN card
                                                                            > Reduced operating and administrative costs
     1. What is a Visa chip & PIN card?                                                                                                      10 Glossary
                                                                            > Quicker processing of transactions
     A Visa chip & PIN card is a plastic card with an embedded micro-
                                                                            > Increased consumer confidence
     computer chip. The micro-computer chip securely stores
     information, such as the cardholder’s account number and
     Personal Identification Number (PIN).




                                                                                                                                                                         22
Tips for Car Rental Agencies

     9 Visa chip & PIN                                                                                                                                Table of Contents

                                                                                                                                                   1 About This Guide

                                                                                                                                                   2 Rules of the Road

     4. How does a Visa chip & PIN card work in a card-not-present           7. Will I be required to install a chip-reading terminal?             3 Visa Card Authorization
     environment?                                                            Your Acquirer/Payment Processor will work with you to determine
     Merchants should follow the same procedures in a card-not-present       migration timing and the terminal that is right for your business.    4 Rental Car Return

     environment with a Visa chip & PIN card as they currently do.           It is estimated that by 2010, the vast majority of Canadian
                                                                                                                                                   5 Identification and
                                                                             merchants will have chip-reading terminals.                             Fraud Prevention
     5. Will magnetic stripe cards work on new chip-reading terminals?
                                                                             8. What will becoming chip-enabled cost me?                           6 Copy Requests
     Yes. New chip-reading terminals will be compatible with existing
     systems and cards. All Visa cards will continue to work regardless      The cost to merchants will vary depending on several factors,         7 Auto Rental Insurance
     of whether they are Visa chip & PIN cards, Visa chip and signature      including size, existing payment infrastructure and your contract
     cards, or Visa magnetic stripe cards.                                   with your Acquirer/Payment Processor and vendors. Experience          8 Telephone Numbers for
                                                                                                                                                     Cardholder Assistance
                                                                             has shown that merchants find that the benefits of being chip-
     6. When do you expect all Canadian cardholders to have Visa chip        enabled outweigh the costs. Please contact your                       9 Visa chip & PIN card
     & PIN cards?                                                            Acquirer/Payment Processor for more information.
     Some Visa issuers have already started issuing Visa chip cards to                                                                             10 Glossary

     their cardholders. It is expected that in 2008 most Visa card           9. Where can I get further information?
     issuers in Canada will start issuing Visa chip cards and that nearly    For further information relating to Visa chip & PIN specifications,
     all personal Visa cards will be converted to Visa chip cards in 2010.   contact your head office, Acquirer/ Payment Processor or visit
                                                                             www.visa.ca/chip.




                                                                                                                                                                               23
Tips for Car Rental Agencies


 10          Glossary                                                                                                                               Table of Contents

                                                                                                                                                 1 About This Guide

                                                                                                                                                 2 Rules of the Road

     Account Number: A cardholder account number that is embossed         Copy Request: A card Issuer’s request for a copy of a transaction
                                                                                                                                                 3 Visa Card Authorization
     on the face and encoded on the magnetic stripe of a Visa card.       receipt, which can include a car rental agreement.

     Account Number Verification: A process by which a car rental         Expired Card: A Visa card on which the embossed, encoded or            4 Rental Car Return
     company determines if there is negative information on a             printed expiration date has passed.
                                                                                                                                                 5 Identification and
     cardholder account number for transactions that are below the
                                                                          Floor Limit: A currency amount established for single transactions       Fraud Prevention
     floor limit and do not require authorization.
                                                                          above which a Merchant must obtain authorization.
     Acquirer: A financial institution/Processor that signs a Merchant                                                                           6 Copy Requests
                                                                          Issuer: A Member that issues Visa cards.
     to participate in the Visa payment system.
                                                                          Member: A financial institution that issues Visa cards and/or signs    7 Auto Rental Insurance
     Authorization: A process by which a transaction for a specified
                                                                          Merchants to participate in the Visa payment system.
     amount is approved by an Issuer, an authorizing Member, or a                                                                                8 Telephone Numbers for
     stand-in Processor on behalf of a card Issuer or Merchant.           Merchant: Any person or entity that has contracted with an               Cardholder Assistance
                                                                          Acquirer/Payment Processor to originate transactions through the
     Bank Identification Number: The first six digits in the cardholder                                                                          9 Visa chip & PIN card
                                                                          Visa payment system.
     account number that identify the Issuer of the card.
                                                                          Merchant Agreement: A contract between a Merchant and an               10 Glossary
     cardholder: One to whom a Visa card has been issued, and is
                                                                          Acquirer/Payment Processor containing their respective rights,
     authorized to use a Visa card.
                                                                          duties, and obligations of participation in the Visa payment system.
     Chargeback: A transaction that an Issuer returns to the Acquirer.

     Chip Card: A plastic payment card embedded with an integrated
     micro-computer chip that communicates with a point-of-sale
     terminal and ATM. Chip cards offer increased functionality and
     security through the combination of computing power and data
     storage.




                                                                                                                                                                             24
Tips for Car Rental Agencies

     10          Glossary                                                                                                                                                    Table of Contents

                                                                                                                                                                          1 About This Guide

                                                                                                                                                                          2 Rules of the Road

     Paper: May be either of the following:                                                     Rental Agreement: A contract between the car rental company
                                                                                                                                                                          3 Visa Card Authorization
                                                                                                and the renter that spells out the terms of the rental including:
         Original Paper is either a rental agreement, transaction record,
         order form, credit voucher, cash disbursement draft, call detail                          – cardholder’s transaction information                                 4 Rental Car Return
         report, electronic record, or other obligation arising from the                           – Intended car rental period
                                                                                                   – Rental rate                                                          5 Identification and
         use of the card and bearing either the imprint or other
                                                                                                   – Applicable tax                                                         Fraud Prevention
         reproduction of embossed or encoded information contained
         on the card.                                                                              – Mileage rates
                                                                                                                                                                          6 Copy Requests
                                                                                                   – Authorization amounts
         Electronic Data is data describing original paper transmitted
         through the VisaNet® System.                                                           It may also contain procedures for estimating ancillary charges.          7 Auto Rental Insurance

     PCI Data Security Standard: A multifaceted security standard that                          Sales Draft: Paper evidencing a purchase of goods or services             8 Telephone Numbers for
     includes requirements for security management, policies,                                   by a cardholder from a Merchant through the use of a card.                  Cardholder Assistance
     procedures, network architecture, software design and other                                (See Rental Agreement.)
     critical protective measures. This comprehensive standard is                                                                                                         9 Visa chip & PIN card
                                                                                                Skimming: A type of counterfeit in which the data from a genuine
     intended to help organizations proactively protect customer                                card (including magnetic stripe and CVV) is copied onto a
                                                                                                                                                                          10 Glossary
     account data. For more information visit                                                   counterfeit card. Visa chip & PIN card is virtually impossible to copy.
     www.pcisecuritystandards.org.
                                                                                                Transaction: The act between a cardholder and a Merchant that
     PIN: Personal Identification Number: An alphanumeric code of                               results in the origination of Paper.
     4 to 12 characters that is used to identify cardholders at a
     customer-activated PIN pad.                                                                Transaction Date: The actual date on which a transaction between
                                                                                                a cardholder and a Merchant occurs.
     Processor: A Member or organization that provides authorization
     and settlement services.                                                                   VisaNet®: The data processing system, networks, and operations
                                                                                                that are used to support and deliver authorization services,
                                                                                                exception file services, and payment services for Visa Members
                                                                                                and Merchants.


     ®/™Trademarks of Visa International Service Association; Visa Canada is a licensed user.
                                                                                                                                                                                                      25

								
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