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Card Security Training


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Card Security Training

  1. 1. Fraud Department – Card and Payment Security “ Bringing the World to Africa and taking Africa to the World”
  2. 2. Card Present Transactions <ul><li>General Appearance of Customer </li></ul><ul><li>Identification (Passport, ID, Drivers) </li></ul><ul><li>Nationality </li></ul><ul><li>Status in South Africa </li></ul><ul><li>Place of Residence </li></ul><ul><li>Does the customer carry a wallet? </li></ul><ul><li>Is the customer sure of his/her itinerary? </li></ul><ul><li>Is there any hesitance on the FARE that has been quoted? </li></ul>Card and Payment Security
  3. 3. Card Present Transactions <ul><li>Is it a OW itinerary? </li></ul><ul><li>Is there a multi ticket purchase? </li></ul><ul><li>Is there a quick departure for Intl? </li></ul><ul><li>Is the booking for a HOT Route or does the itinerary contain a hot route? </li></ul><ul><li>Is the COC outside South Africa? </li></ul><ul><li>Is it a third party sale? </li></ul><ul><li>Is the card local or international? </li></ul><ul><li>Card Security Features before </li></ul><ul><li>payment processing </li></ul>Card and Payment Security
  4. 4. SAA Online and Call-centre Sales – June 2010 Card and Payment Security
  5. 5. SAA HOT Routes as at June 2010 Card and Payment Security
  6. 6. Bank requirement for completion of the Standard credit card charge form - SCCCF <ul><li>Cardholders signature </li></ul><ul><li>Date </li></ul><ul><li>Imprinted card number </li></ul><ul><li>Security number (Amex) </li></ul><ul><li>Unaltered total price </li></ul><ul><li>Cardholder Name </li></ul><ul><li>Pre-printed bin </li></ul>Card and Payment Security
  7. 7. Chargebacks <ul><li>What is a Chargeback? </li></ul>Card and Payment Security
  8. 8. Chargebacks <ul><li>A chargeback is any transaction, which is disputed by either the cardholder or the issuer and returned to the acquirer unpaid </li></ul>Card and Payment Security
  9. 9. Card not Present Transactions <ul><li>All telephone (MOTO), online, and direct sales transactions at Airlines or Travel Agents are considered as </li></ul><ul><li>CNP transactions. </li></ul>Card and Payment Security
  10. 10. Card not Present Transactions for new business <ul><li>Question </li></ul><ul><li>Are you the cardholder? </li></ul><ul><li>What is the name of your issuing bank? </li></ul><ul><li>In which country is your issuer from? </li></ul><ul><li>For how long have you been a member of this bank? </li></ul><ul><li>For how long have you had your current card? </li></ul><ul><li>What is your current domiciled address? </li></ul><ul><li>What is your billing address recorded by your bank ? </li></ul><ul><li>Purpose </li></ul><ul><li>(To execute ulterior investigation.) </li></ul>Card and Payment Security
  11. 11. Card not Present Transactions for new business continued <ul><li>What is your day time contact number? </li></ul><ul><li>What is your night time contact number? </li></ul><ul><li>What is your email address? </li></ul><ul><li>How do you pay your account? </li></ul><ul><li>When and where was your last transaction? </li></ul><ul><li>The card number, expiry date, and CVN to complete the transaction </li></ul><ul><li>Does the card decline and is the caller ready to provide additional cards? </li></ul><ul><li>The above questions sets the platform for a </li></ul><ul><li>CODE 10 security check with the bank. </li></ul>Card and Payment Security
  12. 12. Card and Payment Security
  13. 13. Transaction Risk Management <ul><li>The ticketing agent on the frontline either telephonically or face to face has the ability to establish whether the processing of the transaction is risky by acquiring the skills related to the safe processing of transactions. </li></ul><ul><li>The skills is not limited to the following: </li></ul><ul><ul><li>Card Security Features identification </li></ul></ul><ul><ul><li>Behaviourial skills </li></ul></ul><ul><ul><li>Sequential questioning techniques </li></ul></ul><ul><ul><li>Global travel patterns associated with asylum seekers, drug couriers, child trafficking, prostitution etc </li></ul></ul><ul><ul><li>Passport, Visa, Health and any other entry requirements for transitting and final destination </li></ul></ul><ul><ul><li>Passport and ID validation techniques </li></ul></ul><ul><li>IATA resolution 890 mandates that airlines/travel agents must ensure taking an imprint of the credit card and correct completion of the SCCCF that could be used as evidence during the chargeback resolution process. </li></ul><ul><li>PCI DSS compliance must prevail </li></ul><ul><ul><ul><ul><ul><li>The End </li></ul></ul></ul></ul></ul>Card and Payment Security