Product Information
Electronic solutions at the point of sale
Cardnet offers a range of electronic terminals from approved suppliers. As well as the normal desk-top devices we can also offer you portable, and mobile solutions. All the terminals we support are chip and PIN capable, giving you and your customers a greater level of security. Throughout our entire product range you will find:- Fast and safe automated payment of transactions - including authorisation
- 0800 'freefone' authorisation calls
- Faster, more efficient processing of each sale
- Ability to accept electronic and 'on-line' only cards, including Maestro, Solo and Electron
- Automated end of day reconciliation process
- Compatibility with all major credit card schemes
Internet
Internet transactions are normally supplied using a Payment Service Provider (PSP), which must be approved by Cardnet. When choosing a PSP ensure that they are able to support Verified by Visa (VbyV) and MasterCard SecureCode as this will offer you significant additional protection from chargebacks. For more information visit www.visaeurope.com/verifiedbyvisaand www.mastercardmerchant.com/securecode.
If you wish to trade over the internet, advertising your goods or services, and taking payment by credit or debit card, you will need a separate merchant account and Lloyds TSB’s prior agreement to accept cards this way.
A new application must be made for an Internet facility with Cardnet even if you have an existing Cardnet facility. When your Internet account is approved, you will be issued with a new Cardnet merchant number. This number must be used for Internet sales only. The reason for this is that all E-commerce transactions need to be identified separately in compliance with the Card Schemes' (MasterCard and Visa) Electronic Commerce Indicator (ECI).
If you want to join the many retailers around the world increasingly using the Internet to do business, Lloyds TSB will be happy to provide advice and guidance.
Integrated software providers
More and more businesses are investing in computerised point of sale and stock control systems. With the right software and hardware upgrade, many of these systems are able to process and authorise card transactions.Cardnet regularly tests and approves many different software solutions for card authorisation and processing, and we have relationships with most well known suppliers. Our Cardnet support team can provide specialist technicians to help you with the speedy and efficient development of your chosen system. To find out which approved suppliers we work with, please see the software houses section in our Links page.
Finding the best solution for you
Cardnet has strong relationships with many of the UK's leading suppliers of both electronic and integrated point of sale solutions. We are not tied to one single supplier which means we are ideally placed to help you find the best solution to meet your business needs and guide you through purchasing, installing and operating a card acceptance facility.Back to topContact Us
Telephone: 01268 567100
Fax: 01268 297209
Email: service@lloydstsbcardnet.com
Post: Cardnet Merchant Services
Basildon House
Christopher Martin Road
Basildon
Essex
SS14 9AA
How to Voice your concerns
Do you have a complaint?
Lloyds TSB aims to give you the highest level of service. So if we have made a mistake, or if there is something you feel we could have done better, please tell us and we’ll do our best to put it right.
These are the steps we ask you to take to help us deal with your complaint as quickly as possible.
STEP 1: Contact us
We need to know the nature of your complaint and how you think the problem should be resolved. We will then try to resolve your issue quickly.
You can do this by:
- telephoning our Cardnet Helpline on telephone 01268 567100
- e-mailing us at cardnetsalescentre@lloydstsb.co.uk
- writing to us at the following address:
Cardnet Merchant Services
Basildon House
Christopher Martin Road
Basildon
Essex
SS14 9AA
Our promise:
As soon as we have received your complaint we will respond to it as quickly as we can, usually by the end of the next working day. If we can’t respond within this time (for example we may need to refer your complaint to a specialist area), we will write to you within 5 working days to either:
- tell you what we have done to resolve the problem, or
- acknowledge your complaint and let you know when you can expect a full response. We will also let you know how to contact the person or team dealing with your case.
We always aim to resolve your complaint at this stage. However, if for any reason you are still not happy, then this is what you need to do next:
STEP 2: Please talk to us again
To do this you can:
- contact us explaining why you remain unhappy and what you think we can do to put it right.
Our promise:
- we will follow up the facts.
- we will respond to you within 5 working days or, if it will take longer, tell you when you can expect a full response.
- we will let you know our final response within 8 weeks from when you first contacted us about your complaint.
If for any reason you are still dissatisfied with our final response, or if we have not issued our final response within 8 weeks from you first raising the complaint, then you can ask for an independent review of your complaint. Here’s what to do:
STEP 3: Contact the Financial Ombudsman Service
If you remain dissatisfied:
You can ask the Financial Ombudsman Service for an independent review of your complaint if for any reason you are still dissatisfied with our ‘final response’ or if we have not issued our final response within 8 weeks from you first raising your complaint. The Financial Ombudsman Scheme is a free, independent, dispute resolution service for customers of most UK banks, building societies, insurance companies and other financial institutions. They can deal with complaints from small businesses with an annual turnover of less than £1million. You will find more information on the Financial Ombudsman Service website.
www.financial-ombudsman.org.uk
Our promise:
- Our Customer care team will give you the contact details of the Financial Ombudsman Service. They will also provide you with information on your case
We value your custom and want to resolve your complaint for you. The Financial Ombudsman Service will only consider your complaint once you’ve tried to resolve it with us.
And finally
Remember that most problems that arise can be sorted out quickly if you talk to us as soon as possible.When you call us, you will need to have some key information to hand so we can help you:
What you will need:
- your merchant account number(s) – (please remember for security reasons never send this information to us by email)
- tell us how you think the problem should be resolved
- provide photocopies of any relevant supporting paperwork, keeping the originals for your own records.
Chip & PIN
You will be aware that previous card data stored in the magnetic strip is now being copied by fraudsters and that signature checking is no longer a sufficiently robust method of verifying that the cardholder is the genuine owner of the card. So, It has been necessary to introduce a new and much higher level of security to contain card data and this has been achieved using micro-chip or smart card technology.
The chip also securely stores the cardholder's unique Personal Identification Number (PIN) to prove that he or she is the genuine cardholder.
Because of the increased security that chip and PIN can offer, the liability shift for fraudulent transactions has changed. This means that from 1 January 2005, retailers who have not upgraded their terminals will now be liable for the loss if a fraudulent transaction takes place using a chip and PIN card, which could have been prevented using a chip and PIN terminal.
We want to help you protect you business and strongly recommend you contact your terminal or software supplier immediately if you haven’t already arranged to have your terminal upgraded.
For the latest information on chip and PIN, please see our news page or alternatively call the Cardnet Helpline on 01268 567100. Lines are open Monday to Saturday, 8am to 9pm
Back to topYour merchant account
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Additional Services
My Merchant View
My Merchant View (MMV) is a secure website, which will enable you to manage your card payments through Cardnet, on line, 24 hours a day, 7 days a week. As well as giving you access to your monthly statements, MMV also has the following benefits:- Helps reduce chargebacks
- Helps reduce administrative costs and resources
- Provides an additional fraud prevention tool
- Gives you the ability to download data onto standard spreadsheets improving management analysis and control
- Helps identify operational improvements
If you would like to learn more about MMV, you will find a 'Guided Tour' at www.mymerchantview.net.
Address Verification Service (AVS) and Card Security Code (CSC)
The Address Verification Service and Card Security Code gives you extra security when accepting Card Not Present (CNP) transactions. The AVS allows you to check the numerical part of a customer's post code and statement address with their card issuing bank.The Card Security Code (CSC) is the 3 digit number printed on the signature strip on the back of the card, directly after the card number.
Electronic mobile phone top-ups
Electronic mobile phone top-ups are available on selected terminals enabling you to top up your customers’ mobile phone electronically and earn yourself extra income through commission.Purchasing Card
Purchasing cards are issued by companies to their employees for business purchases. This is a fast growing segment of new payments. Purchasing cards avoid the need for paper invoices or complicated VAT reporting.For further details of Lloyds TSB's Purchasing cards please see www.lloydstsbcorporatemarkets.com/corporateservices . Cardnet can offer you the complete purchasing card solution for both Visa and MasterCard products.Cashback
Providing you have received written confirmation from Lloyds TSB you may, when presented with a Visa Debit, Maestro or Solo card as a means of payment, offer the Purchase with Cashback service.Visa Global Invoice Specification (VGIS)
Many of your customers are now realising the benefits of using Visa Purchasing (VP), a way of paying for goods and services which streamlines the process and reduces the administration costs of lower procurement. Not only are there benefits for the buyers, but as a supplier your organisation will be able to provide enhanced customer service and achieve your own process and cash flow efficiencies. Integral to the Visa Purchasing service is an improved VAT reporting process that has been endorsed by Customs & Excise.In order to accommodate different supplier accounting routines and the different needs of your customers, the VP VAT process has been designed to operate at two different levels:
- Visa Global Invoice Specification (VGIS) which enables you to send itemised invoices to your customers via the Visa Purchasing system. This was formerly known as Line Item Detail (LID); and
- Summary VAT which enables less detailed information to be sent to your customers whilst, in most cases, still providing them with the necessary evidence to reclaim the VAT they incur.
Which of these is appropriate for your business will depend on your customers’ needs, your own accounting systems and the type of point of sale (POS) device you have chosen. LTSB Cardnet will help you in choosing the appropriate POS device for your business needs.
Gratuity
The transaction amount may be changed in order to add a gratuity if:- You have been authorised by Lloyds TSB to do so.
- Your terminal provides this function
- The cardholder has given their permission