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New research reveals the best cities in the UK for independent retailers.

4 Mar 2024

Research by global fintech company SumUp has revealed the best cities in the UK for independent businesses.
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Rising costs continue to impact hair and beauty sector

21 Feb 2024

The latest quarterly State of the Industry survey from the National Hair & Beauty Federation (NHBF) shows that the recovery of the sector was slow and steady through 2023 and into January... Read more…

UK votes for its favourite pun-based shop name

21 Feb 2024

The UK has voted for its favourite pun-based shop name, and 'Sew It Seams' - a clothing alteration store in Belfast - has been awarded the top spot. 
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Town centre shops praise council for initiatives

21 Feb 2024

Businesses in the Devon town of Ottery St Mary have praised their local council for initiatives designed to help support them and boost trade.
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Three UK indie coffee shops named among the most popular in the world.

19 Feb 2024

A new ranking of the most popular independent coffee shops in the world has put three UK cafes in the top 10.
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Age-friendly businesses could revitalise Britain's high streets.

19 Feb 2024

Older people could be the financial shot in the arm needed for Britain’s high street, according to research commissioned by the University of Stirling. 
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Rural shops more important than ever, new report shows.

8 Feb 2024

The ACS (the Association of Convenience Stores) has celebrated the crucial role that rural shops play in thousands of communities across the UK in its 2024 Rural Shop Report.
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Study reveals Apple Pay and contactless payments have overtaken cash payments as favourite ways to pay in-store.

8 Feb 2024

New research reveals that Apple Pay and contactless payments have overtaken cash payments by a landslide as our favourite ways to pay in-store.
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Fed expresses alarm at ‘runaway’ shoplifting incidents.

5 Feb 2024

The Federation of Independent Retailers (the Fed) has expressed alarm at new figures that show shoplifting at its highest level in 20 years.
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Hunstanton deli launches new West Norfolk food and drink festival.

5 Feb 2024

A brand-new festival is being launched next month is “all about community and breathing life into the High Street”, according to Mark Kacary, managing director of The Norfolk Deli in... Read more…

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Best practice on offering and processing ‘card not present' payments

Posted on in Business News, Cycles News

This guidance is designed to inform retailers about best practice on offering and processing ‘card not present' payments during the Covid-19 outbreak. This advice has been collated by partner members of the Independent Retailers Confederation (IRC), with particular credit due to the Association of Convenience Stores.

How can I accept ‘card not present' transactions?

Step 1: Retailers should contact their card acquirer or POS terminal provider to enquire about adding CNP services onto their existing agreement.

Step 2: Mitigate fraud risks from CNP transactions by following your acquirer/terminal provider's anti-fraud advice.
It should be noted that in-store CNP transactions raise additional risks of fraud and chargeback liability for the merchant. To minimise risk you could consider:

  • Putting a limit on payment values, for example £100.
  • Limiting use of CNP payments per customer, for example three per week.
  • Limiting high value products per transaction, for example spirits or tobacco.

Step 3: When on the phone with the customer enter the following details into your card terminal:

  • The long card number.
  • The card expiry date.
  • The three-digit security code or house number/postcode of the card holder.

Do not write down or record customer card details!

Retailers should check with their card acquirer about the information they need to ask for over the phone.

How can I reduce the chances of fraud?

Retailers are strongly advised to authenticate use of the card over the phone via the following fraud detection and prevention tools:

  • Address Verification Services. An Address Verification System (AVS) checks the billing address of the card provided by the customer with the address on file at the customer's bank. This is an instant check made by the customer's bank but retailers taking details for a CNP transaction will need to ask for billing address details too for this to be completed. Results from the AVS check can help retailers decide whether to accept the order. This check is most commonly completed for telephone orders.
  • Card Security Codes. Card Security Codes (CSC) are the three-digit numbers present on the back of most cards. By entering the CSC during a CNP transaction, retailers enable a check to be made that the customer is in possession of the valid physical card. CSCs cannot be recorded or stored by retailers, including for recurring transactions.
  • PCI DSS Standards. The Payment Card Industry Data Security Standard (PCI DSS) is a standard used across all major card brands to protect cardholder account security when account details are shared with retailers and anyone involved in processing and transmitting payment card information. Your card terminal should be PCI DSS compliant, if in doubt please contact your acquirer.

How can I reduce risks of chargeback?

Chargebacks occur when a customer disputes a charge on their card. The customer typically contacts their card issuer and initiates the process for a refund via the acquirer paid for by the retailer. Retailers can challenge any disputes in a process called representment by substantiating the charge and providing verification of the sale. The following best practice to prevent chargebacks is additional to the anti-fraud measures outlined above:

  • Retain copies of order forms if applicable and evidence of customer receipt of goods (i.e. signed receipt).
  • Use email to notify consumers of the details of sales and to indicate that their cards will be charged.
  • Post clear policies for billing, returns, delivery and data privacy on your website. Order confirmation emails should include this information and any further terms and conditions in the content or via a web page link.
  • Always provide a clear billing descriptor with a phone number so the customer can contact you directly rather than calling their bank to discuss any dispute.
  • If you have a website or social media pages, provide a contact phone number and email address so customers can contact you directly.
  • Obtain the customer's phone number and email address.
  • Notify customers in writing when a refund has been issued. Provide them with the date the transaction was submitted and a reference number.
  • Indicate that the card issuer may require a full billing cycle to apply any refunds, which may not immediately appear on an online statement.

 

 

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