Accepting remote payments can be a great way for your business to increase customer convenience and accept payments for services rendered – even when the cardholder is not present. A card not present (CNP) transaction is one that is conducted via the phone, internet, mail, or mobile device, where the physical card is not presented to the merchant.
All forms of remote payments, including Payment Links, Virtual Terminal, and others, are requested features at SumUp. To request one or all of these features for your small business, send an email to our Support Team.
When asking for remote payments, it’s essential to follow some best practices to ensure a good experience for your customers and protection for yourself against chargebacks.
Here are some steps to help you secure a card not present payment safely:
- Card information: Ask for the name as it appears on the card, the account number, the card type, and the expiration date (make sure it’s a future date). Also ask for the CVV/CVC/CID numbers on the back of the credit card to establish the customer’s physical possession of the card.
- Inform your customers if and when you will be charging their card.
- Request explicit authorization for any remote payments
- Customer information: Obtain the customer phone number email address. (This is particularly important if the shipping and billing addresses are different and with high value orders.)
- If your customer wants to make a payment with a company/corporation credit card, please request to send a copy of the receipt to the company's accounting department.
- Be especially mindful of charging the correct amount.
- Provide your customers with a receipt after charging a payment.
- Enter the full amount of the sale — do not break the sale into several smaller amounts.
Here are some best practices that can help reduce your exposure to chargebacks:
- Inform your customer that their payment will appear on their statement as SUMUP*YOUR BUSINESS NAME. Send an immediate email confirmation with purchase details whenever an order or refund is processed.
- If the transaction is a refund, include the amount of the refund and the date the refund is being applied back to the customer's card.
- Post clear policies for billing, returns, shipping, back orders, and privacy at checkout or on your website.
- If you plan to refund a customer’s payment, always issue the refund directly back to the card the service or goods was purchased from.
- Obtain proper documentation of all payments. Keep invoices, copy of receipts, any photographs for services performed.
- State the terms and conditions of the sale or service clearly and in plain view, if in person (e.g. on the receipt or on a sign posted that is visible to the customer)
- For merchandise being shipped, ship within seven days of the authorization or obtain a new authorization.
- Keep records of all delivery documents and tracking numbers for any goods provided that were shipped.
- Ask for further verification when you suspect any unusual activity.
What happens if I get a chargeback?
SumUp stands with its merchants throughout the chargeback process. In order to increase the chances of winning a chargeback dispute, it’s important that the merchant is cooperative and provides the information and documents that SumUp requests. While we always fight on the merchant’s behalf, the merchant will need to face the costs caused by the chargeback.
If you win the dispute, SumUp will reimburse the funds to your SumUp account, excluding a $10 chargeback fee from our payments provider (this fee is not from SumUp, but is required by our provider partners). All reimbursements should occur within 60 days. If the dispute is lost, the chargeback will be applied to your bank account, with the added payment provider fee.