Rules for Taking Card Payments

On receiving a call into the office

• ALWAYS take steps to confirm the identity of the person on the phone, such as:
  • Ask them to confirm Full Name, Post Code and First Line of Address.
  • Asking them to confirm the names/ages/date of birth of the Consumers they have registered with you.

When taking a card number over the phone

• DO NOT repeat the numbers out loud.
• DO NOT write down the card details. 
• Confirm the amount and last 4 digits of the card number before submitting the payment.
• Verbally confirm the success/failure of the payment.
• Notify the Customer that they can manage their stored payment cards via the website.

If the Customer has a stored payment card

• You DO NOT have the right to take payment from a stored card if a customer is owing money, no matter how long they have owed it for, without explicit permission.
• DO NOT take a payment from a stored card without being on the phone to the Customer in question (verbal confirmation from the customer).
• Confirm the amount and last 4 digits of the card number before submitting the payment.
• Verbally confirm the success/failure of the payment.
• Notify the Customer that they can manage their stored payment cards via the website.
• When taking a Stripe payment via the Customer > Transactions, add the following to the notes box:
  • “Payment taken over the phone with Customer on (DATE) at (TIME)”