Questions and answers about card
payments made on the internet
What types of card can be used for making payment?
VISA and MasterCard embossed cards and certain VISA Electron cards.
Whether you can use VISA Electron cards for online transactions depends on the
bank that issued the card. The VISA Electron cards that are issued by CIB can
be used for making purchases online.
Which bank cards are suitable for making online payments?
All embossed VISA cards and MasterCards/Maestro that have been enabled
for online payment by the card-issuing bank, as well as webcards that are
specifically designed for online use.
Is it possible to pay with shopping cards?
It is not possible to make payments online using points-based loyalty
cards issued by merchants or service providers.
Is it possible to pay with co-branded cards?
It is possible to pay using any co-branded card, provided that it is a
MasterCard or VISA card suitable for making payments online.
THE PAYMENT PROCESS
What happens at the bank in terms of support processes for online
payment?
After selecting ‘card’ as the method of payment on the
merchant’s/service provider’s website, the person making the purchase initiates
the payment, as a result of which he or she is redirected to the bank’s payment
page equipped with a secure communication channel. In order to make the
payment, you will need to enter the card number, the expiry date of the card,
and the 3-digit validation code that is on the signature strip on the reverse
side of the card. It is you who starts the transaction; after that, the card
undergoes a real-time authorisation process in which the genuineness of the
card data, the funds coverage and the purchase limit are checked. If all the
data is satisfactory, the transaction can be continued and your account-keeping
(card-issuing) bank blocks the payable amount on your card. The amount will be
charged to (debited from) your account within a few days, depending on the
account-keeping bank.
How does buying on the internet using a card differ from conventional
card purchases?
There are important differences between what are known as ‘card-present’
transactions and ‘card-not-present’ transactions. Card-present transactions
take place using a POS terminal. After the card is swiped and the PIN code is
keyed in, the terminal contacts the cardholder’s bank via the authorisation
centre and, depending on the type and the issuer of the card, through the VISA
or MasterCard network. This is where the validity of the card is verified and
the coverage check is performed (i.e. where authorisation takes place). The
response is sent back along this same path, and thus the POS terminal (or the
merchant) receives the authorisation or the rejection. The buyer then signs the
sales slip. Card-not-present transactions are where the bankcard is not
physically present at the time of processing. These include transactions
initiated by way of a posted letter, by phone or electronically (over the
internet), where the buyer (cardholder) initiates the transaction by entering
the requested card data on a (128-bit encrypted) payment page. Here, you
receive an authorisation number related to the successful transaction, which is
the same as the number you find on a paper-based sales slip.
What does reservation mean?
As soon as the bank is informed of the transaction, reservation
(blocking) follows, since for the actual debiting to take place the official
data must first arrive, which takes a few days and during this time the money
earmarked for the purchase could otherwise be spent on something else. For this
reason, the money that has been used for the purchase or withdrawn in cash is
separated and ‘reserved’. The reserved amount remains part of the balance of
the account, that is, it continues to earn interest, but it cannot be spent
again. Reservation ensures that any transactions for which there are no longer
sufficient funds are rejected, even though the account balance would otherwise
allow the transaction to go through. If the debit instruction does not arrive
within the space of a few days, the bank may release the reserved amount, which
thus becomes spend able again.
UNSUCCESSFUL PAYMENTS AND WHAT TO DO ABOUT THEM
When might a transaction be unsuccessful?
Generally, these are payment orders that are not accepted by the
card-issuing bank (i.e. the bank from where the customer obtained the card),
though where bankcards are used, the reason could also be that due to a
telecommunication or computer error, the request for authorisation has not
reached the card-issuing bank.
Possible problems related to the card
Possible problems related to the account
Possible problems in the connection
Possible ‘technical’ problems
What should you do if the payment procedure is unsuccessful?
For all transactions, a transaction identifier is generated, which we
recommend you note down. If during the payment attempt the transaction is
rejected from the bank’s side, please contact your account-keeping bank.
Why do I have to contact my account-keeping bank if the transaction is
unsuccessful?
During the card-verification procedure the account-keeping
(card-issuing) bank sends a note to the merchant’s bank collecting the amount
(i.e. the ‘acquirer’ bank), asking if the transaction can be executed. The
acquirer bank is not allowed to disclose any confidential information to the
customer of another bank, only the bank that identifies the cardholder has the
right to do so.
What does it mean if I get a text message from my bank about the
reservation/blocking of the amount, but the merchant/service provider indicates
that the payment was unsuccessful?
This can happen if the card was verified on the payment page but you did
not return to the merchant’s/service provider’s website. If this is the case,
the transaction is regarded as incomplete and is thus unsuccessful. In such
cases your card is not debited with the amount and the reservation is released.
SECURITY
What do VeriSign and an ‘SSL communication channel with 28-bit
encryption’ mean?
SSL (which stands for Secure Lockets Layer) is a widely accepted
encryption procedure. Our bank has a 128-bit encryption key, which protects the
communication channel. The company VeriSign enables CIB Bank to use the 128-bit
key, which in turn allows us to provide SSL-based encryption. Currently this
encryption method is used in 90% of all e-commerce trade worldwide. With the
SSL functionality, the browser software used by the shopper encrypts the
cardholder’s data prior to transmission, and thus the data is sent to CIB Bank
in a coded form, which ensures that it cannot be deciphered by unauthorised
persons.
After the payment my browser warned me that I was about to leave the
security zone. Is the security of my payment still guaranteed?
Yes, absolutely. The payment process takes place on a 128-bit encrypted
communication channel, so it is completely secure. After the transaction, you
get back to the merchant’s website, and if the merchant’s website is not
encrypted, your browser warns you that you have left the encrypted channel.
This does not mean that the security of the payment is in any way jeopardized.
What is the meaning of the CVC2/CVV2 code?
In the case of MasterCard, the ‘Card Verification Code’, and in the case
of Visa, the ‘Card Verification Value’, is a coded numerical value stored on
the magnetic strip of the card, with which it can be established whether a card
does in fact exist and is valid. When shopping online you need to give the CVC2
code, which is the last three digits of the row of
numbers that you’ll find on the reverse side of your MasterCard.
What does Mastercard SecureCode mean?
Holders of MasterCard cards who are registered in the Mastercard
SecureCode system choose a password at the card-issuing bank, with which they
can identify themselves when shopping online and which helps ensure that their
MasterCard cards are not used by unauthorized persons. CIB Bank accepts cards
that have been issued within the Mastercard SecureCode system.
What does Verified by Visa mean?
Holders of Visa cards who are registered in the Verified by Visa system
choose a password at the card-issuing bank, with which they can identify
themselves when shopping online and which helps ensure that their Visa cards
are not used by unauthorized persons. CIB Bank accepts cards that have been
issued within the Verified by Visa system.
What is the UCAF code?
This is a unique code you may have been given by your card-issuing bank
in the case of a MasterCard. If you did not receive such a code, leave the
field blank.