Chase Voice Authorization, Paymentech IVR Quick Reference Manual

QUICK REFERENCE GUIDE

Voice Authorization

Get credit card
authorizations using any
touch-tone telephone –
enter the authorization
codes when your POS
system is ready.

PRET-078 ©2011, Chase Paymentech Solutions, LLC. All rights reserved.POS-1116 11/11

Voice authorization systems allow you to get authorizations using any touch-tone

telephone in the event that you are unable to get an authorization using your

point-of-sale (POS) system. You will be prompted to make selections or provide

information, prior to receiving an approval number or decline. The approval

number can then be keyed into your POS system when ready.

Contents

GETTING STARTED

Chase Paymentech IVR System Menu. . . . . . . . . . . . 3

Chase Paymentech System . . . . . . . . . . . . . . . . . . . . . 4

Other Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Possible Fraudulent Activity . . . . . . . . . . . . . . . . . . . . 5

Verification Services . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

REFERENCE

AVS Response Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Chase
Paymentech
IVR System
Menu

Follow these steps to
receive an authorization
from our interactive
voice response system.

Primary
Telephone Number:

1.888.706.1526

Secondary
Telephone Number:

1.214.849.3002

1. ENTER MERCHANT NUMBER

Enter your complete merchant number, which can also be known as
a transaction division number. Press the Pound [#] key.

2. SELECT THE TRANSACTION TYPE

Select the appropriate transaction type:

 Press [1] to request an authorization for a credit card

 Press [2] to request an authorization with Address Verification

(AVS)

 Press [3] to request an authorization with Card Security

Verification (CSV)

 Press [4] to request an authorization with AVS and CSV

 Press [5] to request an Address Verification only

 Press [6] to collect further information on an account that has

received a referral response or to report a Code 10

 Press [7] to request a bank telephone number

3. ENTER CARD NUMBER

Enter the cardholder’s credit card number. Press the Pound [#] key.

4. ENTER EXPIRATION DATE

Enter the customer’s 4-digit credit card expiration date in MMYY
format. Press the Pound [#] key.

5. PRESS 1 FOR RETAIL OR 2 FOR CARD-NOT-PRESENT

Press [1] or [2] to specify whether or not the card is present.

6. ENTER CHARGE AMOUNT

Enter the total amount of the transaction without using dollar signs
or periods (for instance, $68.32 is entered as “6832”). Press the
Pound [#] key.

7. VERIFY AMOUNT

The system repeats the amount. Press [1] if it is correct or [2] if it is
not correct.

8. YOUR AUTHORIZATION CODE IS...

Write your authorization code on your sales slip.

Helpful Hints

 To repeat the authorization code, press [9].

 To return to the transaction menu, press the Star [*] key.

 If an error has been made after pressing the Pound [#] key,

disconnect and begin again with step 1.

 It may be necessary for an operator to come on the line to

complete an authorization. This will happen automatically with no
need for a second call.

 Depending on the transaction type selected, you may be

prompted to enter the cardholder’s billing address, ZIP code or
last three numbers printed on the back of the card.

3

Chase
Paymentech
System

Refer to this section for
information on the
payment brands this
system supports and
what information you’ll
need to provide.

Primary
Telephone Number:

1.888.706.1526

Secondary
Telephone Number:

1.214.849.3002

PAYMENT BRANDS

NEEDED INFORMATION

Please have the following information available:

 Chase Paymentech’s Transaction Division (TD) Number:

 Customer’s credit card number and expiration date (in MMYY

format)

 Exact total amount of transaction (including tax, shipping and

handling)

 Customer’s billing address, consisting of street number or P.O.

Box number, and ZIP or postal code (if requesting Address
Verification)

Other
Systems

Some payment brands
handle their own
transactions and require
that you call their
systems to request a
voice authorization.

Telephone Number:

1.800.528.2121

PAYMENT BRAND

NEEDED INFORMATION

Please have your Service Establishment (SE) number ready when
calling American Express at 1.800.528.2121.

American Express SE Number:

4

Verification

Services

The Chase Paymentech

IVR system offers two

verification services to

assist in preventing

fraudulent activity.

The responses provided

to the caller are specific

to our system and may

not apply to other voice

authorization centers.

ADDRESS VERIFICATION SERVICE (AVS)

During the course of a voice authorization, the merchant can request
the use of the Address Verification Service (AVS). It is a fraud-fighting
tool provided by the major payment brands to combat fraud on
card-not-present (CNP) transactions. During a transaction, the
merchant enters the cardholder’s street address, post office box
number and/or ZIP or postal code. These items are matched against
card issuer information and an AVS response code is returned in
addition to the typical authorization code. The merchant can use the
AVS response as additional information in deciding whether to
accept the transaction.

CARD SECURITY VERIFICATION (CSV)

Card Security Verification (CSV) prompts the caller to provide the
cardholder’s card security code, which is located on the back of the
card. The system responds with either “match” or “no match.”

CALL A CODE 10

If, for any reason, you are suspicious of fraudulent activity, then you
must: contact the Chase Paymentech voice authorization center,
press [6] and a Chase Paymentech representative will assist you.

At retail locations, the following circumstances require a “Code 10
Authorization:”

 No magnetic strip on the back of the card

 No signature on the back of the card

 The signature on the back of the card does not match the

signature on the sales slip

 The merchant’s point-of-sale (POS) system prompts the clerk to

hold the card

Possible

Fraudulent

Activity

Contact Chase

Paymentech if you are

suspicious of fraudulent

activity.

5

Response Description

Match Address and ZIP, 5 or 9 digits match

No Match Address and ZIP code do not match

Partial Match

ZIP code and Plus-4 match; address does not
match

Partial Match

5-digit ZIP code match; Plus-4 ZIP and address do
not match

Partial Match

5-digit ZIP code does not match; Plus-4 ZIP and
address match

Partial Match

ZIP code and Plus-4 ZIP do not match; address
match

Partial Match

Canadian street address match; postal code not
verified

Partial Match

Canadian postal code match; street address not
verified

Match Canadian street address and postal code match

No Match

Canadian street address and postal code not
verified

Unavailable Unable to perform verification

Error Tranasction ineligible for AVS

AVS Response

Codes

The Address Verification

System (AVS) is a

feature that adds fraud

protection on card-not-

present transactions.

The numeric portion of

the customer’s street

address and the ZIP or

postal code are

compared against the

information on file with

the card-issuing bank.

Use this chart to

interpret U.S. and

Canadian AVS Response

Codes.

6