Referrals - Ingenico iWL 25 Wireless Series User Manual

Terminal User Guide

Referrals

A transaction may be referred for voice authorisation if an extra security check is
required by the acquirer. The terminal will display or print instructions to call the
acquirer. If a telephone number is not shown please use the standard voice
authorisation number as supplied by that acquirer.
Once you have dialled or made a note of the telephone number press the green
key to continue.
Please be ready to quote your merchant number, the full card number and any
referral message that was displayed (such as REFERRAL B or CODE 10 REFER).
The authorisation centre may need to speak to the customer.
If requested to do so by the authorisation centre operator, you
may remove the card from your terminal after a referral request in
order to do further visual checks on the card; at all other times,
you should only remove the card when prompted to do so by your
terminal.
If the transaction is authorised by the authorisation centre, your terminal will prompt
you to enter both your supervisor password and the authorisation code. You should
take care entering the authorisation code to avoid unnecessary chargebacks from
your acquirer.
Your terminal will also refer transactions if it is unable to contact the acquirer. This
can happen during exceptionally busy periods when the acquirer's host system
cannot answer the authorisation request.
If you experience a high volume of referrals there may be a
problem with your connection. This will be indicated by the
diagnostic (DIAG) codes printed on the receipt. Refer to the
section entitled Diagnostic Codes for more details
FRAUD ALERT: Your acquirer will never contact you via
telephone call asking you to use a temporary authorisation centre
telephone number.
Page 47 iWL250 User Guide
Copyright© 2019 Ingenico