Questions and answers about online card payments
CARD ACCEPTANCE
What types of cards can be used for payment?
With embossed VISA and Mastercard cards, as well as certain VISA Electron and V Pay cards. Whether a VISA Electron card can be used online depends on the card-issuing bank. VISA Electron bank cards issued by CIB can be used for online purchases.
Which banks' cards are suitable for online payment?
Any VISA and Mastercard/Maestro card that has been enabled for online payment by the card-issuing bank, as well as web cards specifically intended for online use.
Can shopping/loyalty cards be used for payment?
Loyalty point cards issued by merchants/service providers that contain loyalty points cannot be used for online payment.
Can co-branded cards be used for payment?
Payment is possible with any co-branded card that is a MasterCard- or VISA-based card suitable for online payment.
PAYMENT PROCESS
How does the banking background process of online payment work?
After selecting the bank card payment method on the merchant's/service provider's website, the customer initiates the payment, as a result of which they are redirected to the Bank's payment page, which is equipped with a secure communication channel. To complete the payment, you need to provide your card number, expiry date, and the 3-digit verification code found on the signature strip on the back of the card. You initiate the transaction, after which the card undergoes real-time authorization, during which the authenticity of the card data, available funds, and purchase limit are checked. If all the data is valid for the transaction to proceed, the amount payable is blocked (held) on your card by your account-holding (card-issuing) bank. Depending on the account-holding bank, the amount is debited (deducted) from the account within a few days.
How does online card payment differ from traditional card payment?
We distinguish between transactions with the card present (Card Present) and transactions without the card present (Card Not Present). A Card Present transaction takes place using a POS terminal device. After swiping the card and entering the PIN code, the terminal contacts the cardholder's bank through the authorization center, and via the VISA or MasterCard network, depending on the type and issuer of the card. This is where the validity and funds check (authorization) takes place. Going back along the same route, the POS terminal (or the merchant) receives the approval or rejection. The customer signs the receipt. A Card Not Present transaction is one in which the bank card is not physically present. This includes transactions conducted by mail, telephone, or electronically (online), in which the customer (cardholder) initiates the transaction by entering the card details requested on a secure (256-bit encrypted) payment page. Upon a successful transaction, you receive a so-called authorization number, which matches the number found on the paper receipt.
What does a hold mean?
As soon as the bank becomes aware of the transaction, a hold (block) is placed immediately, since the official data must first arrive for the actual debit to take place, which takes a few days, during which the purchased amount could otherwise be spent again. The hold therefore sets aside the money spent or withdrawn, placing it under a block. The held amount remains part of the account balance, meaning it still earns interest, but it cannot be spent again. The hold ensures the rejection of transactions for which funds are no longer available, even though the account balance might, in principle, still appear to allow it.
FAILED PAYMENTS AND WHAT TO DO
In what cases can a transaction fail?
Generally, this is a payment order not accepted by the card-issuing bank (i.e., the bank where the customer received the card); however, in the case of bank card use, this can also be due to a telecommunications or IT error preventing the authorization request from reaching the card-issuing bank.
Card-related error
- The card is not suitable for online payment.
- Online use of the card is prohibited by the account-holding bank.
- Use of the card is prohibited.
- The card details (card number, expiry date, code on the signature strip) were entered incorrectly.
- The card has expired.
Account-related error
- There are insufficient funds to complete the transaction.
- The transaction amount exceeds the card's purchase limit.
Connection-related error
- The connection was probably interrupted during the transaction. Please try again.
- The transaction failed due to a timeout. Please try again
Technical error
- If you did not return to the merchant's/service provider's website from the payment page, the transaction is unsuccessful.
- If you returned from the payment page, but then go back to the payment page using the browser's "back", "reload", or "refresh" function, the system will automatically reject your transaction for security reasons.
What should I do if the payment process fails?
A transaction identifier is always generated for the transaction, which we recommend noting down. If the transaction is rejected on the bank's side during the payment attempt, please contact your account-holding bank.
Why should I contact my account-holding bank if the payment fails?
During card verification, the account-holding (card-issuing) bank notifies the merchant's (acquiring) bank collecting the amount whether the transaction can be carried out. The acquiring bank cannot disclose confidential information to a customer of another bank; only the bank identifying the cardholder has the right to do so.
What does it mean if I received an SMS from my bank about the hold/block on the amount, but the merchant/service provider indicates that the payment failed?
This can occur when the card verification was completed on the payment page, but you did not return to the merchant's/service provider's website. In this case, the transaction is considered incomplete and is therefore automatically deemed unsuccessful. In such cases, the amount will not be charged to your card, and the hold will be released.
SECURITY
What does VeriSign and the 256-bit encrypted TLS communication channel mean?
TLS is the abbreviation for Transport Layer Security, an accepted encryption procedure. Our Bank has a 256-bit encryption key that protects the communication channel. The company VeriSign enables CIB Bank to use the 256-bit key, with which we ensure TLS-based encryption. This encryption method is currently used in 90% of the world's e-commerce. Using TLS, the browser used by the customer encrypts the cardholder's data before sending it, so it reaches CIB Bank in encoded form and therefore cannot be interpreted by unauthorized persons.
After payment, my browser warned me that I was leaving the secure zone. Is my payment security still guaranteed?
Yes, completely. The payment process takes place over a 256-bit encrypted communication channel, so it is completely secure. After the transaction, you are returned to the merchant's website; if the merchant's site is not encrypted, your browser will warn you that you have left the encrypted channel. This does not pose any risk to the security of the payment.
What does the CVC2/CVV2 code mean?
In the case of MasterCard, the so-called Card Verification Code, and in the case of Visa, the so-called Card Verification Value, is a numerical value encoded on the magnetic stripe of the bank card, which can be used to establish the authenticity of a card. The so-called CVC2 code, which consists of the last three digits of the number sequence found on the back of Mastercard/Maestro cards, must be entered when making online purchases.
What does Verified by Visa mean?
Visa cardholders registered in the Verified by Visa system choose a password with the card-issuing bank, which they can use to identify themselves when making online purchases, and which provides protection against unauthorized use of Visa cards. CIB Bank accepts cards issued within the Verified by Visa system.
What does Mastercard SecureCode mean?
Mastercard/Maestro cardholders registered in the Mastercard SecureCode system choose a password with the card-issuing bank, which they can use to identify themselves when making online purchases, and which provides protection against unauthorized use of Mastercard/Maestro cards. CIB Bank accepts cards issued within the Mastercard SecureCode system.
What does the UCAF code mean?
For MasterCard/Maestro cards, this is a unique code you may have received from your card-issuing bank. If you have not received one, leave the field blank.