UK Domestic Rules

15 October 2015

UKDR
 Summary of Changes

Summary of Changes
This document reflects changes associated with recently published updates to the UK
Domestic Rules. Rules for MasterCard, Debit MasterCard®, and Maestro® card programmes
are included in this document.

Description of Change Where to Look

Removed title pages for parts, and renamed chapters to better reflect
applicability. For clarity, the document is now organized as follows:
• Chapters 2-7 contain Rules applicable to MasterCard and Debit
MasterCard
• Chapters 8-12 contain Rules applicable to Maestro
• Appendix A contains Compliance Zones applicable to MasterCard,
Debit MasterCard, and Maestro

As announced in United Kingdom Operations Bulletin No. 2, 15 July 3.1.5 Multiple

2014, MasterCard will reduce the maximum number of declined Authorisation Attempts on
authorizations on card-not-present transactions permitted in a 24 hour Card-Not-Present
period to two (from four). Transactions
Multiple Authorisations
9.2 Multiple Authorisation
Attempts on Card-Not-
Present Transactions
11.2.1 Proper Use of
Message Reason Code
4808

As announced in United Kingdom Operations Bulletin No. 3, 21 August Removed Rule 6.0.2, so
2014, all Expedited Billing Dispute Resolution Forms may be used for subsequent sections are
charging back UK domestic MasterCard transactions. renumbered

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UK Domestic Rules • 15 October 2015 2
 Summary of Changes

Description of Change Where to Look

As announced in United Kingdom Operations Bulletin No. 5, 19 Added new 3.5 Payday
December 2014, MasterCard will extend the use of chargeback message Loansfor MasterCard
reason code 4841 (Cancelled Recurring Transaction) in the United
Kingdom. 9.13 Payday Loansfor
Maestro
Added additional use to
chargeback message
reason code 4841 in 6.1.4
Reason Code 4841 UK—
Cancelled Recurring
Transaction for
MasterCard
Added addtional use to
chargeback message
reason code 4841 in 11.4
Message Reason Code
4841—Cancelled
Recurring Transactionfor
Maestro.
Modified 11.4.2 Proper
Use for Acquirer’s Second
Presentment
As announced in United Kingdom Operations Bulletin No. 2, 2 February Removed 6.0.1 Minimum
2015, to encourage merchants and acquirers to reduce fraudulent Chargeback Amount;
transactions and other chargeback reasons, MasterCard is removing the subsequent sections are
minimum chargeback amount of GBP 10 that is currently applicable in renumbered
the United Kingdom for certain reason codes.
In 6.1.6 Reason Code
4855 UK—Goods or
Services Not Provided,
removed GBP 10 minimum
value

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UK Domestic Rules • 15 October 2015 3
 Contents

Contents

Summary of Changes.................................................................................................2

Chapter 1: Introduction............................................................................................ 8
1.0 Applicability of the UK Domestic Rules......................................................................... 9

Chapter 2: MasterCard and Debit MasterCard Card

Requirements...............................................................................................................10
2.1 Contactless Functionality—Debit MasterCard............................................................. 11
2.2 Limitation of Liability of Cardholders for Unauthorised Use—Debit MasterCard.......... 11

Chapter 3: MasterCard and Debit MasterCard Acceptance

Requirements...............................................................................................................12
3.1 Purchases................................................................................................................... 13
3.1.1 CVM Fallback..................................................................................................... 13
3.1.2 Cardholder Activated Terminal Requirements...................................................... 13
3.2 Face-to-Face Cash Advance Transactions.................................................................... 18
3.2.1 Cardholder Verification....................................................................................... 18
3.3 Unique Transactions................................................................................................... 18
3.3.1 Quasi-Cash Transactions..................................................................................... 18
3.4 Sales of Foreign Currency........................................................................................... 19
3.5 Payday Loans............................................................................................................. 19

Chapter 4: MasterCard and Debit MasterCard Processes and

Fees................................................................................................................................... 20
4.1 Expiry Date Checking by Issuers..................................................................................21
4.1.1 Recurring Transactions........................................................................................ 21
4.1.2 Non-Recurring Transactions................................................................................ 21
4.2 Card Verification Code 2 (CVC2)................................................................................ 21
4.2.1 CVC2 at Bank-Owned Terminals......................................................................... 21
4.3 Address Verification Service........................................................................................ 21
4.3.1 Acquirer Requirements for AVS...........................................................................21
4.3.2 Issuer Requirements for AVS............................................................................... 22
4.3.3 AVS Response Codes.......................................................................................... 22
4.4 Issuer’s Right to Request a Transaction Information Document....................................22
4.5 Procedure for Correcting Duplicate or Erroneous Clearing Files or Batches.................. 23
4.5.1 Notification to MasterCard................................................................................. 23
4.5.2 Appointment of Incident Manager......................................................................23

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UK Domestic Rules • 15 October 2015 4
 Contents

4.5.3 Member Notification.......................................................................................... 23

4.5.4 Duplication Generated by an Acquirer................................................................ 23
4.5.5 Duplication Generated by a Merchant.................................................................23
4.5.6 Penalties.............................................................................................................24
4.6 Automatic Billing Updater Programme and Recurring Payments Cancellation
Service............................................................................................................................. 24
4.6.1 Acquirers............................................................................................................ 24
4.6.2 Issuers................................................................................................................ 24
4.6.3 Documentation Location.................................................................................... 25
4.6.4 Exemptions from the Requirement to Support Automatic Billing Updater
(ABU).......................................................................................................................... 25
4.7 Issuer Response on Recurring Transactions..................................................................26
4.8 Merchant Rewards..................................................................................................... 26

Chapter 5: MasterCard and Debit MasterCard Settlement...................27

5.1 Domestic Settlement Service...................................................................................... 28
5.1.1 Settlement Timeframes.......................................................................................28

Chapter 6: MasterCard and Debit MasterCard Chargeback Rules.... 29

6.0 Introduction............................................................................................................... 30
6.0.1 Cardholder Declarations..................................................................................... 30
6.0.2 Chargeback Time Frame for Cardholder Disputes on “Open-Ended”
Contracts.................................................................................................................... 30
6.1 Specific Domestic Chargeback Rules...........................................................................31
6.1.1 Reason Code 4808 UK—Requested/Required Authorisation Not Obtained..........31
6.1.3 Reason Code 4837 UK—No Cardholder Authorisation........................................33
6.1.4 Reason Code 4841 UK—Cancelled Recurring Transaction................................... 35
6.1.6 Reason Code 4855 UK—Goods or Services Not Provided.................................... 36
6.1.7 Reason Code 4860 UK—Credit Not Processed.................................................... 36
6.1.8 Reason Code 4863 UK—Cardholder Does Not Recognise—Potential Fraud.........36

Chapter 7: MasterCard and Debit MasterCard Arbitration and

Compliance................................................................................................................... 38
7.0 Arbitration Cases....................................................................................................... 39
7.0.1 Pre-Arbitration....................................................................................................39
7.0.2 Arbitration..........................................................................................................39
7.0.3 Filing Timeframe.................................................................................................39
7.1 Compliance Cases......................................................................................................39
7.2 Arbitration and Compliance Fees................................................................................39
7.3 Appeals......................................................................................................................40

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UK Domestic Rules • 15 October 2015 5
 Contents

Chapter 8: Maestro Card Requirements......................................................... 41

Chapter 9: Maestro Card Acceptance Requirements............................... 42

9.1 Cardholder-Activated Terminal (CAT) Requirements.................................................... 43
9.2 Multiple Authorisation Attempts on Card-Not-Present Transactions............................ 44
9.3 Smart Card Loading CAT Devices................................................................................44
9.4 Telephone Pre-payments (Mobile Phones and Unspecified Phones)............................. 44
9.5 Transit Auto Top-Up Payments....................................................................................45
9.6 Purchase with Cash Back Transactions........................................................................ 46
9.7 Quasi-cash Transactions (MCC 6051)..........................................................................46
9.8 Gambling Transactions (MCC 7995)........................................................................... 47
9.8.1 Gaming Payment Transactions............................................................................ 47
9.9 Mail Order/Telephone Order (MO/TO) Transactions..................................................... 48
9.10 Cardholder Authorities............................................................................................. 48
9.11 CVC 2/AVS Checks...................................................................................................49
9.12 CVC 2 Mismatches...................................................................................................49
9.13 Payday Loans........................................................................................................... 49

Chapter 10: Maestro Card Processes................................................................ 51

10.1 MATCH....................................................................................................................52
10.2 Address Verification Service...................................................................................... 52
10.2.1 Acquirer Requirements for AVS.........................................................................52
10.2.2 Issuer Requirements for AVS............................................................................. 52
10.2.3 AVS Response Codes........................................................................................ 52
10.3 Automatic Billing Updater Programme and Recurring Payments Cancellation
Service............................................................................................................................. 53
10.3.1 Acquirers.......................................................................................................... 53
10.3.2 Issuers.............................................................................................................. 53
10.3.3 Documentation Location.................................................................................. 54
10.3.4 Exemptions from the Requirement to Support ABU...........................................54

Chapter 11: Maestro Card Domestic Chargeback Rules......................... 55

11.1 Specific Domestic Maestro Chargeback Rules........................................................... 56
11.2 Message Reason Code 4808—Requested/Required Authorisation Not Obtained.......56
11.2.1 Proper Use of Message Reason Code 4808....................................................... 56
11.2.2 Proper Use for Acquirer’s Second Presentment.................................................. 56
11.3 Message Reason Code 4837—No Cardholder Authorisation.................................... 57
11.3.1 Proper Use of Message Reason Code 4837....................................................... 57
11.3.2 Improper Use of Message Reason Code 4837................................................... 57

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UK Domestic Rules • 15 October 2015 6
 Contents

11.3.3 Proper Use for Issuer’s First Chargeback............................................................ 57

11.3.4 Proper Use for Acquirer’s Second Presentment.................................................. 57
11.3.5 Arbitration Case Filing...................................................................................... 58
11.4 Message Reason Code 4841—Cancelled Recurring Transaction................................58
11.4.1 Proper Use of Message Reason Code 4841....................................................... 58
11.4.2 Proper Use for Acquirer’s Second Presentment.................................................. 60
11.5 Message Reason Code 4870—Chip Liability Shift..................................................... 60
11.5.1 Proper Use for Message Reason Code 4870......................................................60

Chapter 12: Maestro Card Arbitration and Compliance.........................61

Appendix A: Compliance Zones......................................................................... 62

Noncompliance Categories...............................................................................................63

Notices.............................................................................................................................65

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UK Domestic Rules • 15 October 2015 7
 Introduction

Chapter 1 Introduction
This section describes the use and applicability of this manual.

1.0 Applicability of the UK Domestic Rules...................................................................................... 9

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UK Domestic Rules • 15 October 2015 8
 Introduction
1.0 Applicability of the UK Domestic Rules

1.0 Applicability of the UK Domestic Rules

The UK Domestic Rules describes specific rules that are applicable to domestic transactions, in
addition to the international rules.
Domestic transactions are defined as transactions that take place at a card acceptor located in
the United Kingdom (UK) with a UK-issued card. For the purposes of these rules, the UK is
defined as consisting of Great Britain, Northern Ireland, the Channel Islands, and the Isle of
Man.
A card is issued in the UK if the BIN on the card has been allocated to the issuer in respect of
its license for the United Kingdom.
Domestic transactions are subject to the international rules, except where there is a specific
domestic rule that varies the international rule.
The domestic rules are contained in:
• This manual, which is organized as follows:
– Rules applicable to MasterCard and Debit MasterCard appear in chapters 2–7.
– Rules applicable to Maestro appear in chapters 8–12. These chapters do not apply to
ATM transactions.
– Compliance zones appear in Appendix A of this document.
• MasterCard Rules
• Transaction Processing Rules
• MasterCard Bulletins, or
• Other notifications to Customers.
The domestic rules are mandatory and enforceable for all domestic transactions in the UK.

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UK Domestic Rules • 15 October 2015 9
 MasterCard and Debit MasterCard Card Requirements

Chapter 2 MasterCard and Debit MasterCard Card

Requirements
This section describes card requirements.

2.1 Contactless Functionality—Debit MasterCard.......................................................................... 11

2.2 Limitation of Liability of Cardholders for Unauthorised Use—Debit MasterCard.......................11

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UK Domestic Rules • 15 October 2015 10
 MasterCard and Debit MasterCard Card Requirements
2.1 Contactless Functionality—Debit MasterCard

2.1 Contactless Functionality—Debit MasterCard

All newly issued or re-issued Debit MasterCard cards must support contactless functionality
and be enabled for contactless purchases.
This requirement does not apply to prepaid Debit MasterCard cards.

2.2 Limitation of Liability of Cardholders for Unauthorised Use—Debit

MasterCard
The following rule variation for lost and stolen fraud applies in addition to the rules published
in chapter 12 (Europe Region) of the MasterCard Rules.
The issuer must ensure that the cardholder’s liability is zero for lost and stolen fraud occurring
prior to the time of notification by the cardholder to the issuer of the loss or theft of the card,
provided that the following conditions are met:
1. The cardholder has exercised vigilant care in safeguarding the card from risk of loss, theft,
or unauthorised use;
2. The cardholder immediately and without delay notifies the issuer upon discovery of the
loss, theft, or unauthorised use;
3. The cardholder has not reported two or more incidents of unauthorised use to the issuer
in the immediately preceding 12-month period;
4. The account to which the transactions are posted is in good standing; and
5. The cardholder has complied with the terms and conditions of the corresponding
cardholder agreement.
The above conditions do not apply for the cardholder to benefit from zero liability with respect
to fraud types other than lost and stolen fraud, or with respect to lost and stolen fraud
occurring after the cardholder has notified the issuer of the loss or theft of the card. For the
rules applicable in these cases, refer to chapter 12 (Europe Region) of the MasterCard Rules.
Except as specifically varied above, the Europe Region rules on limited cardholder liability apply
in the United Kingdom.
This rule variation does not apply to prepaid Debit MasterCard cards, which are covered by the
Europe Region rules.

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UK Domestic Rules • 15 October 2015 11
 MasterCard and Debit MasterCard Acceptance Requirements

Chapter 3 MasterCard and Debit MasterCard Acceptance

Requirements
This section describes acceptance requirements when processing domestic MasterCard and Debit
MasterCard transactions.

3.1 Purchases................................................................................................................................13
3.1.1 CVM Fallback.................................................................................................................. 13
3.1.2 Cardholder Activated Terminal Requirements...................................................................13
3.1.2.1 CAT Level 2 Terminals (No Chip Capability).............................................................. 13
3.1.2.2 Dual Capability Cardholder Activated Terminals........................................................14
3.1.3 Mobile Phone Airtime Pre-Payment Transactions......................................................... 15
3.1.4 Contactless Transit Split Clearing.................................................................................16
3.1.5 Multiple Authorisation Attempts on Card-Not-Present Transactions.............................18
3.2 Face-to-Face Cash Advance Transactions................................................................................. 18
3.2.1 Cardholder Verification....................................................................................................18
3.3 Unique Transactions................................................................................................................ 18
3.3.1 Quasi-Cash Transactions.................................................................................................. 18
3.4 Sales of Foreign Currency........................................................................................................19
3.5 Payday Loans.......................................................................................................................... 19

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UK Domestic Rules • 15 October 2015 12
 MasterCard and Debit MasterCard Acceptance Requirements
3.1 Purchases

3.1 Purchases

3.1.1 CVM Fallback

CVM fallback is not permitted.

3.1.2 Cardholder Activated Terminal Requirements

Merchants may deploy unattended terminals provided that the terminals comply with the
requirements set out in the international rules, supplemented by the requirements below.
A Cardholder Activated Terminal (CAT) that is not chip-capable must comply with the
requirements for a CAT level 2 terminal.
A hybrid CAT that is capable of reading the chip on the card and verifying the cardholder’s PIN
offline is a dual capability CAT as described Appendix D of the Transaction Processing Rules.
CAT level 3 terminals that are chip-capable or non–chip-capable may be deployed and must
comply with the international rules.

3.1.2.1 CAT Level 2 Terminals (No Chip Capability)

CAT Level 2 terminals must:
1. In the case of Automated Fuel Dispensers, the preauthorisation request may be for GBP 1
as the full transaction amount will not be known at the outset. Alternatively, a
preauthorisation request for a pre-determined maximum amount may be submitted,
followed by an advice message. Refer to the Transaction Processing Rules, (Chapter 4,
Card-Present Transactions, Europe Region, Automated Fuel Dispenser Transactions) for the
procedure to be followed in this case. Issuers must be able to receive preauthorisation
requests for any amount, as well as advice messages, and must be able to send advice
acknowledgements
2. Have a card capture facility that will be activated on receipt of a pick-up request from the
issuer.
3. Be configured to issue a transaction receipt to the cardholder, with a truncated Primary
Account Number (PAN).
4. Be configured so that the transaction amount is limited to a maximum value, dependent
upon the applicable Merchant Category, as described in the table below.

Maximum Transaction Amounts at CAT Level 2 Terminals

Maximum Transaction
MCC Merchant Category Amount (GBP)

30xx–32xx Airlines with Specific Merchant 300

Category Codes

35xx–37xx Hotels with Specific Merchant 600

Category Codes

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UK Domestic Rules • 15 October 2015 13
 MasterCard and Debit MasterCard Acceptance Requirements
3.1 Purchases

Maximum Transaction
MCC Merchant Category Amount (GBP)

4111 Ferries 300

4112 Passenger Railways 300

4131 Bus Lines 300

4511 Air Carriers, Airlines–not 300

elsewhere classified

5542 Automated Fuel Dispensers 40 (if preauthorisation is for GBP

1)

6300 Travel Insurance 400

7011 Lodging–Hotels, Motels, Resorts- 600

not elsewhere classified

7523 Car Parks 130

7832 Motion Picture Theatres 300

7922 Theatrical Producers (except 300

Motion Pictures), Ticket Agencies

- Other Categories 100

Magnetic stripe reading telephones (MCC 4814) may be deployed and must comply with the
international rules.
Counterfeit card transactions at CAT Level 2 Terminals can be charged back by the issuer using
Reason Code 4837 – Please refer to Section 6.1.3 for more information on Reason Code
4837.

3.1.2.2 Dual Capability Cardholder Activated Terminals

Dual Capability CATs must:
1. Have a single card slot for chip cards and non-chip cards, if the CAT accepts both types of
card;
2. Support offline PIN and ‘No CVM’ as the CVM options for chip transactions;
3. Process a transaction involving a non-chip card as a CAT 2 magnetic stripe transaction;
4. Process a transaction involving a chip card without offline PIN verification as a CAT 2 chip
transaction;
5. Process a transaction involving a chip card with offline PIN verification as a CAT 1 chip
transaction;
6. In the case of Automated Fuel Dispensers, the preauthorisation request may be for GBP 1.
Alternatively, a preauthorisation request for a pre-determined maximum amount may be
submitted, followed by an advice message. Refer to the Transaction Processing Rules,
(Chapter 4, Card-Present Transactions, Europe Region, Automated Fuel Dispenser

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UK Domestic Rules • 15 October 2015 14
 MasterCard and Debit MasterCard Acceptance Requirements
3.1 Purchases

Transactions) for the procedure to be followed in this case. Issuers must be able to receive
preauthorisation requests for any amount, as well as advice messages, and must be able
to send advice acknowledgements.
7. In the case of Automated Fuel Dispensers, the Maximum Transaction Amount is GBP 100
if the preauthorisation is for GBP 1. The terminal must advise the cardholder of the
Maximum Transaction Amount, prior to the PIN being entered, if the preauthorisation is
for GBP 1, and the terminal must not allow a transaction for a value greater than the
Maximum Transaction Amount. If a preauthorisation of a pre-determined maximum
amount is submitted, the terminal must advise the cardholder of this amount, before the
PIN is entered.
8. Be configured to issue a transaction receipt to the cardholder, with a truncated PAN.
3.1.2.3 Retained Cards
Cards retained by a CAT must be removed from the device within 24 hours and held within a
secure environment in accordance with UK Industry guidelines and international Rules.
The CAT must not mutilate retained cards.
3.1.2.4 Restrictions on Use of CAT Level 2 Terminals
CAT Level 2 Terminals must not be used to dispense cash or foreign currency.

3.1.3 Mobile Phone Airtime Pre-Payment Transactions

3.1.3.1 Overview
The regulations in this subsection apply to purchases of pre-paid mobile phone airtime in
‘Card Not Present’ environments.
3.1.3.2 Acquirer Responsibilities
A MasterCard card or Debit MasterCard card can only be used for a Card Not Present
transaction to purchase prepaid mobile phone airtime if the card has been previously
registered with the merchant for this purpose.
3.1.3.3 Card Registration Restrictions
The acquirer must require that its merchants apply the following card registration restrictions.
1. No more than two cards can be registered for use on any mobile phone account with the
merchant.
2. A card must not be registered for use on more than two mobile phone accounts with the
merchant.
The acquirer must also require that its merchants, when registering a card, obtain the
cardholder’s name and home address and record them against the card’s PAN on the register.
3.1.3.4 Transaction Restrictions
All prepaid mobile phone airtime transactions must adhere to the following restrictions.
1. All Transactions must
a. Be authorised by the card issuer
b. Be processed by the acquirer using Merchant Category Code 4814
If a prepaid mobile phone airtime transaction is charged back as a result of fraudulent use,
the acquirer must require that the merchant:

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UK Domestic Rules • 15 October 2015 15
 MasterCard and Debit MasterCard Acceptance Requirements
3.1 Purchases

a. Immediately bar the mobile phone accounts for which the fraudulent payment was
made, thus preventing further calls.
b. Deactivate the card for use on existing mobile phone accounts
c. Does not permit the compromised card to be registered for use on any other mobile
phone account
2. Recurring Transactions
For recurring transactions, the following additional requirements apply:
a. The recurring transaction indicator must be used
b. The minimum transaction amount will be GBP 10, with a maximum transaction value
of GBP 50
c. The acquirer must require that
i. The cardholder and card used have been registered with the merchant for at least
3 months; and
ii. The merchant has carried out transactions on the card where matching CVC 2 and
AVS checks have been carried out.

NOTE: When the initial transaction is fully authenticated by MasterCard SecureCode, the
requirement outlined in 2c, above, is waived, except for the AVS check which is retained as a
best practice.

3.1.4 Contactless Transit Split Clearing

For the rules applicable to post-authorised aggregated contactless transit transactions refer to
the Transaction Processing Rules (Chapter 4, Card-Present Transactions, MasterCard
Contactless Transactions, MasterCard Contactless Transit Aggregated Transactions).
An authorised aggregated split clearing transaction occurs when all of the below conditions
are met:
• The contactless enabled card or device must indicate that an M/Chip profile is supported.
• Tag 5F28 (Issuer Country Code) must have a value of 826.
• The denominated primary currency is GBP.
• The transaction is properly identified as defined in Appendix C of the Transaction
Processing Rules.
3.1.4.1 First Authorisation Request
A transit card acceptor performing an authorised aggregated split clearing transaction may
submit one or more First Presentment/1240 messages.
Each First Presentment/1240 message may combine one or more taps associated with one
Authorisation Request/0100 message subject to all of the following:
• The first Authorisation Request/0100 message occurring in a 14 day period or immediately
following a declined transaction must be for GBP 0.10.
• Offline Card Authentication (CAM) must be successful.
• The card acceptor must obtain authorisation of the transaction from the issuer.

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UK Domestic Rules • 15 October 2015 16
 MasterCard and Debit MasterCard Acceptance Requirements
3.1 Purchases

• The combined amount of all First Presentment/1240 messages submitted against an

Authorisation ID Response (DE 38) must be equal to or less than the chargeback protection
amount as published in the Chargeback Guide, (Appendix C, CVM Limit and Contactless
Ceiling Limit).
• The maximum time period from the first tap until the final First Presentment/1240 message
is generated must be 14 calendar days.
3.1.4.2 Second and Subsequent Authorisation Requests
In addition to section 3.1.4.1 above:
• An Authorisation Request/0100 message occurring within 14 days of an Authorisation
Response/0110 message reflecting an issuer’s approval (without an intervening declined
Authorisation Request/0100 message) must be for an amount other than GBP 0.10.
• The card acceptor must obtain authorisation from the issuer.
• The combined amount of all First Presentment/1240 messages submitted against an
Authorisation ID Response (DE 38) must be equal to or less than the approved transaction
amount plus the chargeback protection amount as published in the Chargeback Guide,
(Appendix C, CVM Limit and Contactless Ceiling Limit Amounts).
• The maximum time period from the first tap (which resulted in the generation of the
Authorisation Request/0100 message) until the final First Presentment/1240 message that
is associated with said authorisation is 14 calendar days.
3.1.4.3 Declined Authorisation Request
If an issuer declines an authorisation request, the transit card acceptor may do one of the
following:
3.1.4.3.1 Submit a First Presentment/1240 Message for GBP 6 or Less
When the issuer declines an authorisation request, the transit card acceptor may submit a First
Presentment/1240 message within 48 hours of the decline response if all of the following
conditions are met:
• The transaction amount in the Authorisation Request/0100 message was one of the
following:
– GBP 0.10
– equal to or less than GBP 6
• The transaction was not effected with a commercial card as identified in DE 63 (Network
Data) subfield 1 (Financial Network Code) of the Authorisation Request Response/0110
message.
• The previous Authorisation Request/0100 message on the same account was approved, or
this was the first transit Authorisation Request/0100 message submitted by the transit card
acceptor.
3.1.4.3.2 Submit a First Presentment/1240 Message for More than GBP 6
When the issuer declines an authorisation request, the transit card acceptor may continue to
seek issuer approval for the declined amount.
The transit card acceptor may submit an Authorisation Request/0100 message a maximum of
three times within thirty days of the initial decline response if both of the following conditions
are met:

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UK Domestic Rules • 15 October 2015 17
 MasterCard and Debit MasterCard Acceptance Requirements
3.2 Face-to-Face Cash Advance Transactions

• The transaction amount is greater than GBP 6

• The Authorisation Request/0100 message must be coded as a key-entered transaction, not
a contactless transaction.
3.1.4.4 Cardholder Request for Transaction Information
Upon the cardholder’s request, the transit card acceptor must provide a list of the taps that
were combined into a First Presentment/1240 message.
3.1.4.5 Substitute Draft for Contactless Transit Split Clearing
The requirements in the Chargeback Guide for a substitute draft for other contactless Transit
transactions also apply for contactless Transit split clearing transactions.

3.1.5 Multiple Authorisation Attempts on Card-Not-Present Transactions

On Card-not-present Transactions, a Merchant is permitted a maximum of two declined
authorisation attempts per calendar day on the same PAN. All authorisation attempts on the
same PAN will count toward the maximum, regardless of the amount for which authorisation
is requested.
The maximum applies per Merchant, regardless of the number of acquirers, Merchant names
or Merchant IDs that the Merchant may have.

3.2 Face-to-Face Cash Advance Transactions

3.2.1 Cardholder Verification

CVM fallback is not permitted.
For all cash advance transactions, including those where the cardholder’s PIN is checked, a
personal identification of the cardholder must be requested and the normal procedures
followed as set out in the rules.
It is not necessary for the address of the cardholder to be written on the face of the cash
disbursement slip for face-to-face cash advance transactions.

3.3 Unique Transactions

3.3.1 Quasi-Cash Transactions

For all quasi-cash transactions in a face-to-face environment, including those where the
cardholder’s PIN is checked, a personal identification of the cardholder must be requested and
the normal procedures followed, as set out in the rules.
It is not necessary for the address of the cardholder to be written on the face of the
transaction receipt for face-to-face cash advance transactions.

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UK Domestic Rules • 15 October 2015 18
 MasterCard and Debit MasterCard Acceptance Requirements
3.4 Sales of Foreign Currency

3.4 Sales of Foreign Currency

MCC 6010 may be used only for face-to-face disbursements of sterling banknotes.
Sales of foreign currency notes, travelers cheques or other financial instruments denominated
in foreign currency, whether carried out by a MasterCard licensee or by one of its authorised
agents, must not be identified with MCC 6010.

3.5 Payday Loans

A chargeback right is available under reason code 4841 when the cardholder disputes any of
the following fees related to payday loans (including payday loan brokers or other payday loan
service providers):
• Fees or penalties associated with the agreement or the repayment; or
• Fees or penalties associated with a broker or other service.
This chargeback right is available for both recurring and non-recurring transactions related to
payday loans.

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UK Domestic Rules • 15 October 2015 19
 MasterCard and Debit MasterCard Processes and Fees

Chapter 4 MasterCard and Debit MasterCard Processes

and Fees
This section provides information about processes, documentation, and fees.

4.1 Expiry Date Checking by Issuers.............................................................................................. 21

4.1.1 Recurring Transactions.....................................................................................................21
4.1.2 Non-Recurring Transactions............................................................................................. 21
4.2 Card Verification Code 2 (CVC2).............................................................................................21
4.2.1 CVC2 at Bank-Owned Terminals......................................................................................21
4.3 Address Verification Service.....................................................................................................21
4.3.1 Acquirer Requirements for AVS........................................................................................21
4.3.2 Issuer Requirements for AVS............................................................................................22
4.3.3 AVS Response Codes.......................................................................................................22
4.4 Issuer’s Right to Request a Transaction Information Document.................................................22
4.5 Procedure for Correcting Duplicate or Erroneous Clearing Files or Batches...............................23
4.5.1 Notification to MasterCard.............................................................................................. 23
4.5.2 Appointment of Incident Manager.................................................................................. 23
4.5.3 Member Notification....................................................................................................... 23
4.5.4 Duplication Generated by an Acquirer............................................................................. 23
4.5.5 Duplication Generated by a Merchant............................................................................. 23
4.5.6 Penalties..........................................................................................................................24
4.6 Automatic Billing Updater Programme and Recurring Payments Cancellation Service...............24
4.6.1 Acquirers.........................................................................................................................24
4.6.2 Issuers............................................................................................................................. 24
4.6.3 Documentation Location................................................................................................. 25
4.6.4 Exemptions from the Requirement to Support Automatic Billing Updater (ABU)...............25
4.7 Issuer Response on Recurring Transactions.............................................................................. 26
4.8 Merchant Rewards.................................................................................................................. 26

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 MasterCard and Debit MasterCard Processes and Fees
4.1 Expiry Date Checking by Issuers

4.1 Expiry Date Checking by Issuers

4.1.1 Recurring Transactions

If on the Authorisation Request/0100 message, the recurring transaction indicator is set or the
Merchant Category Code (MCC) is 5968 (Direct Marketing—Continuity/Subscription
Merchants), the issuer must not check the expiry date and cannot decline the transaction for
the reason that the expiry date quoted in the authorisation message is incorrect, or that the
expiry date is missing from the message.

4.1.2 Non-Recurring Transactions

The issuer must verify the card expiry date on all authorisation requests by checking against
the Cardholder Master File, with the exception of ‘Recurring Transactions’ as described in the
above section.
In the event of a mismatch in the expiry date details, the issuer may either:
• Respond with a referral
OR
• Decline the transaction

4.2 Card Verification Code 2 (CVC2)

4.2.1 CVC2 at Bank-Owned Terminals

UK acquirers must ensure that merchants collect and transmit a CVC2 value on all card not
present transactions at bank-owned terminals with the exception of properly processed no-
show transactions, car rental addendum transactions, refunds and other similar transactions.

4.3 Address Verification Service

Acquirer and issuer participation in the Address Verification Service (AVS) is mandated for
Card Not Present (CNP) domestic transactions.

4.3.1 Acquirer Requirements for AVS

Acquirers must register for AVS processing and meet the following requirements:
• They must transmit address information, when provided by their merchant, to the issuer in
the Authorisation Request/0100 message for CNP domestic transactions;
• They must be able to receive the AVS response data from the issuer contained in the
Authorisation Request Response/0110 message.

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 MasterCard and Debit MasterCard Processes and Fees
4.4 Issuer’s Right to Request a Transaction Information Document

4.3.2 Issuer Requirements for AVS

Issuers must register for AVS processing and meet the following requirements:
• They must be able to verify AVS data contained in the Authorisation Request/0100
message for CNP domestic transactions,
• They must transmit a valid AVS response code to the acquirer in the Authorisation Request
Response/0110 message.
With respect to newly assigned ICAs and BINs, an issuer is allowed six months from the date
of assignment to come into compliance with this requirement.
Issuers that fail to register for AVS processing, or that do not provide a valid response code to
acquirers, will not be eligible to charge back applicable transactions, using chargeback Reason
Code 4837– No Cardholder Authorisation, where AVS data was provided by the acquirer.

4.3.3 AVS Response Codes

The following table describes the possible responses that an acquirer may receive to a request
for an AVS check:

Response Code Description

A Address matches, postal code does not

N Neither address nor postal code match

R Retry–system unable to process

S AVS currently not supported

U No data from issuer/authorisation system

W Postal code matches/address does not

X Postal code and address match

4.4 Issuer’s Right to Request a Transaction Information Document

Retrieval requests are not permitted where the clearing record (DE 055) shows that the
transaction was a chip transaction verified by use of the cardholder’s PIN.

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 MasterCard and Debit MasterCard Processes and Fees
4.5 Procedure for Correcting Duplicate or Erroneous Clearing Files or Batches

4.5 Procedure for Correcting Duplicate or Erroneous Clearing Files or

Batches

4.5.1 Notification to MasterCard

The submitting customer must inform Customer Operations Services, within one working
day of becoming aware, that duplicate or erroneous clearing files or batches have been
submitted to the Global Clearing Management System (GCMS).
This can be done via the telephone, followed immediately by fax or email confirmation of the
incident.
The following information must be provided to identify the file or batch:
• The outgoing file ID (or GIDN) of the original file and the duplicate file;
• The processing class of the duplicate or erroneous batches;
• Any additional information to uniquely identify the file or batch.

4.5.2 Appointment of Incident Manager

The submitting customer must appoint an Incident Manager who can answer questions from
MasterCard and/or the recipients of the data, until the incident has been resolved.
MasterCard will also appoint an Incident Manager who will use the information submitted by
the customer provided in 4.5.1 to assess the impact of the incident.

4.5.3 Member Notification

MasterCard will inform affected customers within 1 working day of being notified of a
duplicated or erroneous clearing file or batch being submitted to GCMS.
If all customers must be advised, MasterCard will send an Operations Alert, otherwise,
individual faxes will be sent to each affected customer.

4.5.4 Duplication Generated by an Acquirer

If an acquirer generates a duplication of a clearing file or batch, correcting entries must be
processed by the end of the third working day following the day that notification of the
duplication was sent to MasterCard.

4.5.5 Duplication Generated by a Merchant

If a duplication is generated by a merchant, the acquirer is expected to use its best endeavours
to resolve the situation as soon as possible and must advise MasterCard of the resolution date
for communication to affected issuers.
The acquirer must advise MasterCard of the File IDs and the date when corrective action will
be taken.
Customer Operations Services will forward this information to affected issuers.

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 MasterCard and Debit MasterCard Processes and Fees
4.6 Automatic Billing Updater Programme and Recurring Payments Cancellation Service

The acquirer must then submit to MasterCard the correcting transactions on the date
previously advised.

4.5.6 Penalties
Acquirers submitting duplicate or erroneous files into the Clearing System may be required to
pay 0.50 GBP to affected issuers for every transaction on the duplicate or erroneous file
payable after the incident has been fully rectified.
The fine will be paid to the issuers via Miscellaneous Fee records, with the legend ‘File
Duplication Fee’, at a time agreed between the acquirer’s Incident Manager and a
representative of the issuer.
Refer to the Chargeback Guide in case of a dispute relating to Miscellaneous Fee Collection.

4.6 Automatic Billing Updater Programme and Recurring Payments

Cancellation Service

4.6.1 Acquirers
Acquirers must participate in the MasterCard Automatic Billing Updater programme by
completing the Member Enrollment Form available on MasterCard Connect™.
Acquirers must be able to send, receive and process ABU data.
Acquirers must ensure that their acquiring host processing system incorporates ABU
functionality.
Acquirers are required to register their UK Recurring Payment merchants in the ABU
programme.
Acquirers must submit card account number queries to the ABU programme on behalf of their
Recurring Payment merchants before authorisation.
Acquirers must take appropriate action to inform merchants of the response code received
from the ABU programme to support account validation as outlined in the ABU Reference
Guide available on MasterCard Connect™.
Acquirers must participate in the Account Validation Service.
Acquirers have the option to submit brand flips to/from any competitor scheme to the ABU
programme on behalf of their recurring payment merchants.
Acquirers must ensure that merchants correctly flag recurring transactions.
Acquirers must submit account inquiry updates on behalf of those merchants enrolled at a
minimum of once every 180 days.

4.6.2 Issuers
Issuers must participate in the MasterCard Automatic Billing Updater programme by
completing the Member Enrollment Form available on MasterCard Connect™. With respect to

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 MasterCard and Debit MasterCard Processes and Fees
4.6 Automatic Billing Updater Programme and Recurring Payments Cancellation Service

newly assigned ICAs and BINs, an issuer is allowed six months from the date of assignment to
come into compliance with this requirement.
Issuers must be able to send, receive and process ABU data. Issuers must maintain their entire
active card portfolio in ABU and communicate all account changes via the ABU programme.
To support the Account Validation process Issuers must report new accounts and provide a
one-time upload plus 6 months of historic data changes up to a maximum of 40 months data
to the Issuer Account Change Database.
Account changes are classified as:
• New Accounts opened
• Account changes (BIN changes, upgrades, lost, stolen)
• Expired Account
• Closed Accounts
• Portfolio Acquisitions (MasterCard to MasterCard)
• Brand Flips from any competitor scheme to MasterCard (Optional)
Issuers must enroll and participate in the Recurring Payments Cancellation Service by either
submitting the RPCS enrollment form or using the online RPCS enrollment process available
on MasterCard Connect™.
With respect to newly assigned ICAs and BINs, an issuer is allowed six months from the date
of assignment to come into compliance with this requirement.

4.6.3 Documentation Location

The ABU and RPCS documentation set can be found by following these steps:
1. Go to www.mastercardconnect.com.
2. Enter your User ID and Password.
3. Under Library, select References.
4. Select Products & Services, and then click Recurring Payments.
5. Select Automatic Billing Updater or Recurring Payment Cancellation Service.

4.6.4 Exemptions from the Requirement to Support Automatic Billing Updater

(ABU)
Prepaid programmes are exempt from ABU reporting requirements, provided that the issuer
does not allow the prepaid cards to be used to enter into recurring payment arrangements.
This exemption applies to both consumer and corporate prepaid programmes.
Single-use-only virtual account numbers are exempt from ABU reporting requirements.

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 MasterCard and Debit MasterCard Processes and Fees
4.7 Issuer Response on Recurring Transactions

4.7 Issuer Response on Recurring Transactions

If the Recurring Transaction indicator is set in the Authorisation Request/0100 message, the
issuer must not generate a referral but needs to respond with either an ‘approve’ or with a
‘decline’.

4.8 Merchant Rewards

An acquirer must pay a merchant who recovers a card an amount of 50 GBP. The amount paid
to the merchant should be net of any tax payable on the reward.
For each card recovered in this way by a merchant, the acquirer has the right to charge the
issuer for reimbursement of the reward paid for making the recovery, including the tax paid
on the reward, together with a handling fee of 10 GBP, using the Fee Collection/1740
message.

NOTE: Please refer to the IPM Clearing Formats for information about completing the Fee
Collection/1740 message.

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 MasterCard and Debit MasterCard Settlement

Chapter 5 MasterCard and Debit MasterCard Settlement

This section provides information on settlement services and timeframes.

5.1 Domestic Settlement Service................................................................................................... 28

5.1.1 Settlement Timeframes....................................................................................................28

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 MasterCard and Debit MasterCard Settlement
5.1 Domestic Settlement Service

5.1 Domestic Settlement Service

Unless otherwise agreed between the Customers involved, all domestic transactions must be
submitted to the Global Clearing Management System (GCMS) for clearing and settlement.

5.1.1 Settlement Timeframes

Transactions on cards that have sterling as the cardholder billing currency, which are submitted
to GCMS for settlement in sterling and received by MasterCard by the clearing cut-off
deadline, will be settled on the same day.
In order to ensure same-day settlement, issuers and acquirers must participate in the UK GBP
Sterling Intra-currency Settlement Service (EU00082601) for all ICAs assigned for use in the
UK. As an exception to this rule, issuers are not required to participate in the UK GBP Sterling
Intra-currency Settlement Service for any ICA that has no GBP-denominated BINs.

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 MasterCard and Debit MasterCard Chargeback Rules

Chapter 6 MasterCard and Debit MasterCard Chargeback

Rules
This section describes chargeback rule variations for domestic transactions.

6.0 Introduction............................................................................................................................30
6.0.1 Cardholder Declarations.................................................................................................. 30
6.0.2 Chargeback Time Frame for Cardholder Disputes on “Open-Ended” Contracts............... 30
6.1 Specific Domestic Chargeback Rules....................................................................................... 31
6.1.1 Reason Code 4808 UK—Requested/Required Authorisation Not Obtained...................... 31
A. Proper Use of Message Reason Code 4808......................................................................31
B. Proper Use for Acquirer’s Second Presentment................................................................. 32
C. Arbitration Chargeback................................................................................................... 33
6.1.3 Reason Code 4837 UK—No Cardholder Authorisation.................................................... 33
A. Proper Use of Message Reason Code 4837......................................................................33
B. Proper Use for Acquirer’s Second Presentment................................................................. 34
C. Arbitration Chargeback................................................................................................... 34
6.1.4 Reason Code 4841 UK—Cancelled Recurring Transaction................................................35
A. Proper Use of Message Reason Code 4841......................................................................35
B. Proper Use for Acquirer’s Second Presentment................................................................. 36
6.1.6 Reason Code 4855 UK—Goods or Services Not Provided.................................................36
6.1.7 Reason Code 4860 UK—Credit Not Processed.................................................................36
A. Proper Use of Message Reason Code 4860......................................................................36
6.1.8 Reason Code 4863 UK—Cardholder Does Not Recognise—Potential Fraud..................... 36
A. Proper Use of Message Reason Code 4863......................................................................37
B. Proper Use for Acquirer’s Second Presentment................................................................. 37

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 MasterCard and Debit MasterCard Chargeback Rules
6.0 Introduction

6.0 Introduction
Specific domestic rules apply to the following chargeback reason codes:
• 4808—Requested/Required Authorisation Not Obtained
• 4837—No Cardholder Authorisation
• 4841—Cancelled Recurring Transaction
• 4855—Goods or Services Not Provided
• 4860—Credit Not Processed
• 4863—Cardholder Does Not Recognise – Potential Fraud
For the above reason codes the domestic rule is a variance to part, or parts, of the
international rule.
Detailed procedures for processing chargebacks are documented in the Chargeback Guide.

6.0.1 Cardholder Declarations

The issuer must ensure that the Cardholder’s identity (for example, as stated on the original
card) appears legibly on any cardholder declaration that is submitted in support of a
cardholder dispute, unless these details appear elsewhere on other documentation submitted
with the cardholder declaration.

6.0.2 Chargeback Time Frame for Cardholder Disputes on “Open-Ended” Contracts

The chargeback time frame for cardholder disputes is 120 days from the latest expected
delivery date of the goods or services. Effective for transactions processed on or after 17
October 2014, for “open-ended” contracts which do not have a latest expected delivery
date, the contract will be considered to be valid for 12 months from the transaction
processing date. The chargeback reason codes affected by this change are:
• 4853—Cardholder Dispute—Defective/Not as Described
• 4855—Goods or Services not Provided
This extension of chargeback time frame only applies to situations where the merchant is still
trading on the date of the first chargeback. The cardholder letter must stipulate that the
contract is “open-ended” and the cardholder must have contacted or attempted to contact
the merchant to resolve the dispute. The cardholder must specify how he attempted to
contact the merchant and the result of that contact.
The chargeback time frame for undated vouchers or gift cards is unchanged and follows the
global time frame which is 120 days from the date the cardholder attempts to use the
voucher or gift card.

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 MasterCard and Debit MasterCard Chargeback Rules
6.1 Specific Domestic Chargeback Rules

6.1 Specific Domestic Chargeback Rules

6.1.1 Reason Code 4808 UK—Requested/Required Authorisation Not Obtained

The issuer may use this reason code to charge back all non-chip-read transactions completed
without authorisation, including non-face-to-face transactions, regardless of the transaction
amount.
The following variances to the Chargeback Guide apply for domestic transactions.

A. Proper Use of Message Reason Code 4808

In addition, the issuer cannot chargeback under this reason code if the actual transaction
amount does not exceed the authorised amount by more than 15 percent for transactions
with MCC 5411 (supermarkets).
CAT Level 1 AFD Terminals
The issuer may not chargeback a transaction processed at a CAT level 1 fuel dispenser card
acceptor for any amount less than or equal to GBP 100 if the transaction was identified in the
authorisation request with MCC 5542 and CAT level 1, and authorised by the issuer for 1 GBP.
If the preauthorisation request was for GBP 1 and the transaction amount exceeds GBP 100,
the issuer may chargeback only the difference between the transaction amount and the
implied authorised amount of GBP 100.
CAT Level 2 AFD Terminals
The Issuer may not chargeback a transaction processed at a CAT level 2 fuel dispenser card
acceptor for any amount less than or equal to 40 GBP if the transaction was identified in the
authorisation request with MCC 5542 and CAT level 2, and authorised by the issuer for 1 GBP.
If the preauthorisation request was for GBP, and the transaction amount exceeds GBP 40, the
issuer may chargeback only the difference between the transaction amount and the implied
authorised amount of GBP 40.
For the chargeback rules applicable when a partial approval was given for a CAT Level 1 or
CAT level 2 AFD transaction, refer to chapter 3 of the Chargeback Guide. When a partial
approval is given, the amount for which preauthorisation is requested does not determine the
level of chargeback protection; the issuer may chargeback any amount in excess of the partial
approval amount.
Contactless Transit Split Clearing
The issuer cannot charge back a properly identified Contactless Transit Split Clearing
transaction as a transit card acceptor, if:
• The sum of all First Presentment/1240 message amounts associated with the same
authorisation is equal to or less than the sum of the approved transaction amount plus the
chargeback protection amount
• The issuer approved the transaction and
• The maximum time period from the first tap until the final First Presentment/1240 message
is generated was 14 calendar days or less.

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 MasterCard and Debit MasterCard Chargeback Rules
6.1 Specific Domestic Chargeback Rules

If the sum of all First Presentment/1240 message amounts associated with the same
authorisation exceeds the sum of the approved transaction amount plus the chargeback
protection amount, then the issuer may charge back only the difference between these two
sums.
In addition, the issuer may not charge back if:
• The issuer declined the authorisation request and
• The transaction amount is GBP 6 or less and
• The transaction was effected with a card that is not a commercial card as identified in DE
63 (Network Data) subfield 1 (Financial Network Code) of the Authorisation Request
Response/0110 message Transactions above this amount may be charged back for the full
amount. If the issuer declined the authorisation request and the transaction amount is
more than GBP 6, the issuer may charge back the full transaction amount.
Multiple Authorisations
The issuer may charge back under this reason code if a card-not-present transaction was
approved in Stand-In following two declined authorisation attempts on the same PAN by the
same merchant on the same calendar day.

Supporting
Time Frame Retrieval Request Documents Data Record

90 Days No None Multiple authorisation

requests

B. Proper Use for Acquirer’s Second Presentment

The acquirer may second present with the following information as proof of voice
authorisation by the issuer:

Voice Authorisation
1. Card number
2. Expiry date
3. Transaction amount
4. Transaction date and time
5. Merchant number
6. MCC
7. Authorisation code
8. Whether or not CVC 2 was checked
9. Questions asked and answers supplied
10. Issuer Operator ID

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 MasterCard and Debit MasterCard Chargeback Rules
6.1 Specific Domestic Chargeback Rules

Multiple Authorisations
The acquirer may second present if the transaction was authorised by the issuer and not in
Stand-In, or if authorisation was obtained after fewer than two declined authorisation
attempts on the same PAN by the same merchant in the same calendar day.

Second Presentment
Conditions Supporting Documents Data Record

The transaction was authorised None “Issuer authorised” or “Fewer

by the issuer, or was authorised than 2 declined authorisation
after fewer than two declined attempts”
authorisation attempts

C. Arbitration Chargeback
The issuer may raise an arbitration chargeback if the proof of voice authorisation provided by
the acquirer does not match what the issuer has on file.
The issuer must supply the information showing the non-match.

6.1.3 Reason Code 4837 UK—No Cardholder Authorisation

The following variances/additional requirements to the Chargeback Guide apply for domestic
transactions:

A. Proper Use of Message Reason Code 4837

The issuer may also use this chargeback reason code for counterfeit card magnetic stripe
transactions that occurred at a CAT Level 2 terminal, provided that:
1. The cardholder states in writing that neither he/she, nor anyone authorised by him/her,
engaged in the transaction, and
2. The issuer blocks the account number on their host, until card expiration, on or before the
Central Site Processing Date of the first chargeback relating to the counterfeit card.
In addition, for counterfeit card transactions authorised in Stand-In, the issuer must have
blocked the account number on it host and list the account number on the MasterCard
Account File with a capture card response until expiration.
The issuer may not use this chargeback reason code for the following types of transactions:
• Card Not Present transactions where the acquirer transmitted AVS data in the
Authorisation Request/0100 message in accordance with requirements, and the issuer is
not registered for AVS processing;
• Card Not Present transactions where the acquirer transmitted AVS data in the
Authorisation Request/0100 message in accordance with requirements, and the issuer did
not respond in the Authorisation Request Response/0110 message in DE 48 using one of
the indicators provided in section 4.3.3;

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 MasterCard and Debit MasterCard Chargeback Rules
6.1 Specific Domestic Chargeback Rules

• Card Not Present transactions where the acquirer transmitted CVC 2 data in the
Authorisation Request/0100 message in accordance with requirements, and the issuer is
not registered for CVC 2 processing;
• Card Not Present transactions where the acquirer transmitted CVC 2 data in the
Authorisation Request/0100 message in accordance with requirements, and the issuer did
not respond in the Authorisation Request Response/0110 message in DE 48 using the
following indicators: M = CVC 2 Match.
• For transactions authorised by the issuer following a referral request correctly fulfilled by
the acquirer and where the issuer had issued a referral request in response to an
authorisation request, processed in the preceding hour that showed that the transaction
had been originally captured electronically at the merchant location.

B. Proper Use for Acquirer’s Second Presentment

Second Presentment
Condition Supporting Documents Data Record

The acquirer, who must be Authorisation log reflecting an NONE

registered for AVS processing, AVS response code of S or U or
can demonstrate that the issuer blank in DE 48 (Additional Date),
is not registered for AVS PDS 83 of the Authorisation
processing or did not respond in Request Response/0110
accordance with AVS processing message.
requirements in respect of a CNP
transaction.

The acquirer can demonstrate Authorisation log reflecting a NONE

that the issuer did not respond in CVC 2 response code other than
accordance with CVC2 M in DE 48, PDS 87 of the
processing requirements in Authorisation Request Response/
respect of CNP transactions 0110 message.

The acquirer can substantiate A copy of the ticket showing the Airline Ticket
that the passenger name on the same name as on the cardholder
airline ticket matches the valid declaration.
cardholder name.

C. Arbitration Chargeback
In respect of a dispute regarding the purchase of an airline ticket, the issuer must provide a
progressive letter from the cardholder, dated after the second presentment, to re-confirm the
cardholder’s dispute.
For example, although the passenger name is the same as the cardholder, he/she did not
make the transaction, nor took the flight.

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 MasterCard and Debit MasterCard Chargeback Rules
6.1 Specific Domestic Chargeback Rules

Arbitration Chargeback Details Supporting Documents

For airline transactions, the issuer can provide Progressive cardholder letter dated after the
progressive documentation refuting the merchant second presentment confirming that the
documentation. cardholder did not purchase the ticket or take the
flight.

6.1.4 Reason Code 4841 UK—Cancelled Recurring Transaction

The following variances/additional requirements to the Chargeback Guide apply for domestic
transactions:

A. Proper Use of Message Reason Code 4841

Supporting
Time Frame Retrieval Request Documents Data Record

14 calendar days No None CARDHOLDER

DECEASED or
ACCOUNT CLOSED or
FACILITIES
WITHDRAWN, or
CARDHOLDER
WITHDREW
AUTHORITY, as
appropriate.

In the event that:

1. The cardholder is deceased
2. The issuer or the cardholder has withdrawn or closed the account facilities
3. The cardholder withdrew his or her authority to bill a recurring transaction, regardless of
any merchant Terms and Conditions
The issuer can initiate a chargeback, within 14 calendar days of the Transaction Processing
Date, without having previously notified the merchant of cancellation.
No supporting documentation is required, but the issuer must identify the reason for the
chargeback using appropriate text in the Data Record.
Beyond the 14-calendar day time frame, the standard international chargeback rule applies,
including time frame and documentation requirements.
This chargeback reason code also applies to Installment and “Future Dated Transactions” and
is restricted to cases where the cardholder has the regulatory right to stop payment on their
card for this type of transaction.

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 MasterCard and Debit MasterCard Chargeback Rules
6.1 Specific Domestic Chargeback Rules

B. Proper Use for Acquirer’s Second Presentment

The acquirer may not second present referring to any merchant terms and conditions for
cancellation.

6.1.6 Reason Code 4855 UK—Goods or Services Not Provided

The following variances/additional requirements to the Chargeback Guide apply for domestic
transactions:
For disputes involving non-receipt of travel services from a bonded provider who has failed,
the issuer or cardholder must attempt within 120 calendar days from the date of failure, to
obtain reimbursement from the relevant Bonding Authority prior to the issuer exercising a first
chargeback, unless the issuer or cardholder has already been advised that the bond is
insufficient. Where the issuer or cardholder has attempted to obtain reimbursement from the
relevant Bonding Authority and subsequently received a negative response, the issuer has 60
calendar days from the date of the Bonding Authority’s response letter to exercise the
chargeback.
A copy of the response from the Bonding Authority, or other notification stating that the bond
is insufficient, must be sent to the acquirer with the cardholder’s letter.
Refer to the Chargeback Guide regarding the overall time frame within which chargebacks
must be processed.

6.1.7 Reason Code 4860 UK—Credit Not Processed

The following variances to the Chargeback Guide apply for domestic transactions.

A. Proper Use of Message Reason Code 4860

In case a credit was processed as a debit, issuers must provide evidence of the original debit
transaction by supplying either the acquirer reference data (ARD) of the previous transaction if
processed on a MasterCard card or Debit MasterCard card or other evidence of the original
transaction if it was not processed on a MasterCard card or Debit MasterCard card.

Supporting
Time Frame Retrieval Request Documents DE 72

120 calendar days No If the original The ARD of the original

transaction was not transaction if processed
processed on a on a MasterCard card or
MasterCard card or Debit MasterCard card
Debit MasterCard card,
evidence of the original
transaction

6.1.8 Reason Code 4863 UK—Cardholder Does Not Recognise—Potential Fraud

The following variance to the Chargeback Guide applies for domestic transactions:

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 MasterCard and Debit MasterCard Chargeback Rules
6.1 Specific Domestic Chargeback Rules

A. Proper Use of Message Reason Code 4863

The issuer may use this chargeback reason code for face-to-face transactions.
The issuer may not use this chargeback reason code for the following types of transactions:
• Transactions where the clearing record (DE 55) shows that it was a chip transaction verified
by use of the cardholder’s PIN;
• Card Not Present transactions where the acquirer transmitted AVS data in the
Authorisation Request/0100 message in accordance with requirements, and the issuer is
not registered for AVS processing;
• Card Not Present transactions where the acquirer transmitted AVS data in the
Authorisation Request/0100 message in accordance with requirements, and the issuer did
not respond in the Authorisation Request Response/0110 message in DE 48 using one of
the indicators provided in section 4.3.3;
• Card Not Present transactions where the acquirer transmitted CVC 2 data in the
Authorisation Request/0100 message in accordance with requirements, and the issuer is
not registered for CVC 2 processing;
• Card Not Present transactions where the acquirer transmitted CVC 2 data in the
Authorisation Request/0100 message in accordance with requirements, and the issuer did
not respond in the Authorisation Request Response/0110 message in DE 48 using the
following indicators: M = CVC 2 Match.

B. Proper Use for Acquirer’s Second Presentment

Second Presentment Supporting Documents Data Record

Condition

The acquirer, who must be Authorisation log reflecting an NONE

registered for AVS processing, AVS response code of S or U or
can demonstrate that the issuer blank in DE 48 (Additional Date),
is not registered for AVS PDS83 of the Authorisation
processing or did not respond in Request Response/0110
accordance with AVS processing message.
requirements in respect of a CNP
transaction.

The acquirer can demonstrate Authorisation log reflecting a NONE

that the issuer did not respond CVC 2 response code other than
in accordance with CVC2 M in DE 48, PDS 87 of the
processing requirements in Authorisation Request Response/
respect of CNP transactions 0110 message.

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UK Domestic Rules • 15 October 2015 37
 MasterCard and Debit MasterCard Arbitration and Compliance

Chapter 7 MasterCard and Debit MasterCard Arbitration

and Compliance
This section describes domestic variations to the arbitration and compliance rules.

7.0 Arbitration Cases.................................................................................................................... 39

7.0.1 Pre-Arbitration................................................................................................................ 39
7.0.2 Arbitration...................................................................................................................... 39
7.0.3 Filing Timeframe..............................................................................................................39
7.1 Compliance Cases...................................................................................................................39
7.2 Arbitration and Compliance Fees............................................................................................ 39
7.3 Appeals.................................................................................................................................. 40

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 MasterCard and Debit MasterCard Arbitration and Compliance
7.0 Arbitration Cases

7.0 Arbitration Cases

7.0.1 Pre-Arbitration
Prior to filing an arbitration case, the acquirer (for non-ATM disputes) or issuer (for ATM
disputes) must submit a pre-arbitration request to the other party, in a good faith attempt to
resolve the dispute. The pre-arbitration attempt must be sent using the Member Mediation
service provided by MasterCom, allowing at least 30 calendar days prior to the arbitration
filing date.
If the requesting customer receives a rebuttal of the pre-arbitration letter, he may elect to file
for arbitration immediately.
If the filed-against customer accepts responsibility for the disputed amount prior to the
specified arbitration filing date, he must accept the Member Mediation request in Case Filing.
If the filed-against customer does not respond in Case Filing but only processes a credit via a
Miscellaneous Fee Collection/1740 Message prior to, or on the specified case filing date, the
credit will not be taken into consideration and a ruling will be issued.
If the filed-against customer accepts responsibility for the disputed amount, or is ruled
responsible for the disputed amount in arbitration, the requesting customer may collect from
the filed-against customer via a Miscellaneous Fee Collection/1740 message the amount of
any Member Mediation Fees that it has been charged in connection with pre-arbitration.
The collecting party should use fee collection message reason code 7606 or 7607 and must
clearly identify the MasterCom Case ID number in the Data Record DE 72.
If the pre-arbitration attempt fails and the dispute remains unresolved, then the acquirer/issuer
may proceed to arbitration, as documented in the Chargeback Guide.

7.0.2 Arbitration
Refer to the Chargeback Guide for the arbitration procedures.

7.0.3 Filing Timeframe

The timeframe for filing arbitration cases is 75 calendar days from the arbitration chargeback
processing date, or the second presentment processing date for ATM transactions.

7.1 Compliance Cases

Refer to the Chargeback Guide for the compliance procedures.

7.2 Arbitration and Compliance Fees

For arbitration and compliance cases relating to a UK domestic dispute, the following fees
apply:

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 MasterCard and Debit MasterCard Arbitration and Compliance
7.3 Appeals

Filing Fee EUR 200 (payable by the losing party)

Administration Fee EUR 250 (payable by the losing party)

Technical violation fee EUR 100

7.3 Appeals
Refer to the Chargeback Guide for the appeals procedure.

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 Maestro Card Requirements

Chapter 8 Maestro Card Requirements

Please refer to section 5.13.1.1 of the Card Design Standards for specific UK Maestro card design
requirements.

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UK Domestic Rules • 15 October 2015 41
 Maestro Card Acceptance Requirements

Chapter 9 Maestro Card Acceptance Requirements

This section describes acceptance requirements when processing domestic Maestro transactions.

9.1 Cardholder-Activated Terminal (CAT) Requirements................................................................. 43

9.2 Multiple Authorisation Attempts on Card-Not-Present Transactions......................................... 44
9.3 Smart Card Loading CAT Devices............................................................................................ 44
9.4 Telephone Pre-payments (Mobile Phones and Unspecified Phones).......................................... 44
9.5 Transit Auto Top-Up Payments.................................................................................................45
9.6 Purchase with Cash Back Transactions.....................................................................................46
9.7 Quasi-cash Transactions (MCC 6051)...................................................................................... 46
9.8 Gambling Transactions (MCC 7995)........................................................................................ 47
9.8.1 Gaming Payment Transactions......................................................................................... 47
9.9 Mail Order/Telephone Order (MO/TO) Transactions.................................................................. 48
9.10 Cardholder Authorities..........................................................................................................48
9.11 CVC 2/AVS Checks............................................................................................................... 49
9.12 CVC 2 Mismatches............................................................................................................... 49
9.13 Payday Loans........................................................................................................................ 49

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 Maestro Card Acceptance Requirements
9.1 Cardholder-Activated Terminal (CAT) Requirements

9.1 Cardholder-Activated Terminal (CAT) Requirements

CATs must be configured so that the transaction amount is limited to the following maximum
value, dependent upon the applicable merchant category.

Maximum Transaction
MCC Merchant Category Amount (GBP)

30xx–32xx Airlines with Specific Merchant 300

Category Codes

35xx–37xx Hotels with Specific Merchant 300

Category Codes

4111 Ferries 300

4112 Passenger Railways 300

4131 Bus Lines 300

4511 Air Carriers, Airlines—not 300

elsewhere classified

5542 Automated Fuel Dispensers 60 (if preauthorisation is for GBP

1)

7011 Lodging—Hotels, Motels, 300

Resorts—not elsewhere classified

7523 Car Parks 130

7832 Motion Picture Theatres 300

7922 Theatrical Producers (except 300

Motion Pictures), Ticket Agencies
— Other Categories 50

Authorisation must be requested for the full transaction amount, with the exception of
Automated Fuel Dispensers (AFDs), where the authorisation request may be for GBP 1.
Alternatively, a preauthorisation for a pre-determined maximum amount may be submitted at
an AFD, followed by an advice message. Refer to the international rules for the procedure to
be followed in this case.
AFDs must check the limit for each transaction and advise cardholders of the maximum
transaction amount, if the preauthorisation is for GBP 1, before the PIN is entered. If the
preauthorisation is for a pre-determined maximum amount, the AFD must advise cardholders
of this amount, before the PIN is entered.

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 Maestro Card Acceptance Requirements
9.2 Multiple Authorisation Attempts on Card-Not-Present Transactions

Issuers must be able to receive preauthorisation requests for any amount as well as advice
messages, and must be able to send advice acknowledgements.
For the chargeback rules applicable when a partial approval was given for an AFD transaction,
refer to chapter 11 of the present manual. When a partial approval is given, the amount for
which preauthorisation is requested does not determine the level of chargeback protection;
the issuer may chargeback any amount in excess of the partial approval amount.

9.2 Multiple Authorisation Attempts on Card-Not-Present Transactions

On card-not-present transactions, a merchant is permitted a maximum of two declined
authorisation attempts per calendar day on the same PAN. All authorisation attempts on the
same PAN will count toward the maximum, regardless of the amount for which authorisation
is requested.
The maximum applies per merchant, regardless of the number of acquirers, merchant names
or merchant IDs that the merchant may have.

9.3 Smart Card Loading CAT Devices

The smart cards to be loaded must be issued by the merchant that operates the device, and
only to holders whose names and addresses are known to the merchant
They must bear a means to verify the smart card holder on each occasion that she or he uses
the smart card, not be capable of being used to obtain cash and not bear any detail of the
smart card holder’s Maestro cards.
If the smart card has its own PIN, the merchant must discourage the holder from using the
same PIN for her/his card and not store details of the PIN with card details.
The loading device may use stored details of a card for transactions providing they are derived
from a transaction in which the card itself was used.
The Card Acceptor Name/Location data provided in a transaction interchange file for a
transaction performed at a loading device must contain the words “value load” and the
merchant’s name.

9.4 Telephone Pre-payments (Mobile Phones and Unspecified Phones)

A transaction is permitted only if the PAN has previously been registered with the merchant
for pre-payments as per the following rules.
No more than two (2) cards may be registered (per phone in the case of mobile phones).
Where registration is for mobile phones, no more than two (2) phones may be registered per
card.

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 Maestro Card Acceptance Requirements
9.5 Transit Auto Top-Up Payments

The merchant must obtain and verify the cardholder’s name and home address by one of the
following methods:
1. Obtaining from the cardholder address or details from the address and either
– Providing details from the address (for example, AVS data) to the issuer for verification;
or
– Verifying the address/details against a utility bill and or bank statement; or
2. Obtaining details for the address from the user
Authorisation must be obtained for every purchase transaction.
Transactions must be processed using merchant category code 4814.
If a transaction is charged back on grounds of fraudulent use, the acquirer must inform the
merchant and the merchant must:
• If a mobile phone has been used, disconnect the phones for which the card is registers;
• If an unspecified phone has been used, not permit the cardholder to make any more calls;
• Cancel registration of the card used to perform the transaction;
• Not re-register a card with the same details.
This type of transaction must not be performed using contactless technology.

9.5 Transit Auto Top-Up Payments

Cardholders issued with a pre-pay card from a transit company offering the auto top-up
service may auto-top-up their cards with set amounts when the amount held on the card falls
below an agreed level using their Maestro card, under the conditions described below.
All cards must be registered for the service. This includes any cards new to the cardholder
subsequent to the initial registration and opt-in process.
A maximum of two (2) debit cards only may be registered per auto top-up card.
Any one debit card can be registered against a maximum of two (2) auto-top-up cards only.
Cardholders can register for this auto-top-up service via the Internet and formally opt-in by
use of email before this method of topping up their cards is enabled. When this service is
offered via the Internet, some form of fraud screening must be undertaken. The initial
transaction, classed as an e-commerce transaction, must be conducted using SecureCode.
Subsequent transactions will be classed as MO/TO and must be flagged accordingly. If any
checks fail, the transaction must not proceed.
MO/TO registration for this service is also permitted, whereby a cardholder contacts the call
center, is supplied with an authority form for completion, which includes name and address,
card number, expiry date, top-up amount and signature. On receipt, the transit company
telephones the customer to undertake a CVC 2/AVS check. The registration is not progressed
if the cardholder authority is not returned.

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 Maestro Card Acceptance Requirements
9.6 Purchase with Cash Back Transactions

Cardholders can register for this service in a face-to-face environment. For POS transactions,
the initial transaction must be conducted using the chip with no possibility of fallback.
Subsequent transactions may be undertaken as MO/TO and must be flagged accordingly.
All transactions must be authorised and if approved autoload is set up. In the case of a
decline, the cardholder will be contacted to verify payment details. If the outcome is
unsatisfactory, the transit card must be hot-listed.
Standard liability applies to the initial transaction and for subsequent transactions, the acquirer
is liable in all cases.
Two merchant IDs are required: one for the initial transaction and one for the subsequent
transit auto top-up payments.
MCC 4111 must be used to allow accurate monitoring. The acquirer must monitor transaction
and chargeback volumes in comparison to the card-not-present (CNP) average as follows:
1. The number of chargebacks should not exceed 1% of total Auto Top-Up transactions.
2. Total gross fraud to turnover must not exceed scheme average CNP fraud to turnover.
3. Total gross fraud to turnover must not exceed the average fraud to turnover ratio in MCC
4111 by 10% in any one month.
4. Monitoring must be based on fraud transaction data, therefore, be reviewed three months
in arrears.
If a transaction is disputed, the following procedures should be followed:
1. Where a transaction goes through after a cardholder has cancelled his auto-top-up
arrangement, compliance procedures may be initiated as documented in the Chargeback
Guide; or
2. Where a transaction is fraudulent, chargeback code 4837 – “No Cardholder
Authorisation” should provide a right of chargeback.
All fraud may be charged back with the exception of the initial transaction where standard
liability applies.

9.6 Purchase with Cash Back Transactions

A maximum cashback amount of GBP 100 must be observed.

9.7 Quasi-cash Transactions (MCC 6051)

For a mail order/telephone order (MO/TO) transaction for currency and/or travelers cheques
that are to be delivered:
1. The cardholder authority must include the cardholder’s telephone number.
2. A name and address check or a CVC 2/AVS check must be performed.
3. Authorisation must be obtained.
4. The total amount of such transactions must not exceed GBP 3,000 per cardholder per day.

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 Maestro Card Acceptance Requirements
9.8 Gambling Transactions (MCC 7995)

For electronic commerce transactions for currency and/or travelers cheques that are to be
delivered, the total amount of such transactions must not exceed GBP 3,000 per cardholder
per day.
Purchases of sterling are not permitted, except at merchants on board ships that have no
other banking facilities. If sterling is purchased at such merchants, secondary identification
must take the form of a passport, full driving license, or Armed Forces ID, and the amount of
the transaction must not exceed GBP 500.

9.8 Gambling Transactions (MCC 7995)

For a mail order/telephone order (MO/TO) transaction, cardholder authorities must contain a
personal registration number given to the cardholder by the merchant, before the cardholder
performs the first transaction.
Although the authority for a first transaction at a merchant must conform to normal UK
Maestro rules, authorities for subsequent transactions need not include the card’s PAN;
cardholder’s name; expiry date; or cardholder’s home address.
Name and address checks are not permitted.
A Merchant must not give a cardholder a personal registration number unless:
• It has obtained the cardholder’s name and address;
• A POS terminal at one of its outlets has accepted the following details from the
cardholder’s card: PAN and expiry date.
If the cardholder uses a card other than the card whose details have been accepted by the
merchant’s POS terminal (for example, following the issue of a new card):
• Details of the other card must also be accepted by a POS terminal at one of the merchant’s
outlets;
• A personal registration number must be provided to the cardholder for use with the other
card.
Authorisation must be performed for every purchase and purchase with cash back transaction
and the cardholder must be advised of the outcome before a bet is accepted.

9.8.1 Gaming Payment Transactions

Face-to-face gambling merchants may use the Gaming Payment Transaction to transfer
winnings in accordance with all applicable rules. Gambling merchants that are legally required
to transfer winnings to the same card that was used to place the bet or purchase gambling
value must use the Gaming Payment Transaction for this purpose.

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 Maestro Card Acceptance Requirements
9.9 Mail Order/Telephone Order (MO/TO) Transactions

9.9 Mail Order/Telephone Order (MO/TO) Transactions

MO/TO transactions must not be performed using contactless payment functionality or
include purchase with cash back.
A MO/TO transaction must have its own unique cardholder authority. Manual key entry of the
PAN is the normal method of performing a MO/TO transaction. There is no cardholder
verification procedure.
A zero floor limit is applicable for all MO/TO transactions.
If an issuer’s response to an authorisation request is incorrectly supplied as call referral, this
must be translated into a decline.
The merchant must collect and transmit CVC 2 for all MO/TO transactions. In addition, AVS
checking is mandatory at merchants that deliver foreign currency or travelers’ cheques. AVS
checking is optional for all other MO/TO transactions.
The merchant must not present the transaction until the products or services are ready to be
dispatched.
If the merchant does not give the cardholder the transaction receipt or the products and/or
services upon completion of the transaction, then they must be either delivered to the
cardholder by a method chosen at the merchant’s discretion or collected by the cardholder.

9.10 Cardholder Authorities

A cardholder authority must contain:
1. The card’s PAN, expiry date, and CVC 2 as positioned in a white panel adjacent to the
signature panel on the card;
2. The cardholder’s name and home address (including postcode);
3. The transaction amount (including postage and packaging);
4. For a mail order transaction: a document signed by the cardholder or a document which
the acquirer considers to be acceptable in lieu of a signed document (for example, an
authority sent by facsimile transmission);
5. For a telephone order transaction:
a. Either
1. instructions given over the telephone by the cardholder to the merchant, either to
the merchant’s staff or to equipment operated by the merchant (for example, an
interactive voice system), or
2. instructions given over the telephone by means of a text message from the
cardholder to the merchant, via equipment operated by the merchant; and
b. The date on which the Cardholder gave her/his authority; and
6. If goods/services are to be delivered, the delivery address, and if the goods/services are to
be delivered to or collected by a third party, the third party’s name.

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 Maestro Card Acceptance Requirements
9.11 CVC 2/AVS Checks

9.11 CVC 2/AVS Checks

The following applies where the merchant carries out AVS checking and for CVC 2 checks.
The cardholder authority must include the CVC 2 shown on the cardholder’s card.
When entering the transaction, the merchant must key in the CVC 2 and numeric data in the
cardholder’s address and postcode.
Online authorisation must be sought for the transaction.
The acquirer must attempt to send the authorisation request to the issuer accompanied by the
CVC 2/AVS data.
When the issuer’s response to the authorisation request is approved, the issuer must
accompany its response with an indication as to whether, for each of the CVC 2, the address
numerics and the postcode numerics:
1. The data matches information held in its own records; or
2. The data does not match information held in its own records; or
3. The address numerics and postcode numeric have not been checked; or
4. The data has not been supplied.
When the acquirer sends a response to the authorisation request to the merchant’s POS
terminal, the message must include the issuer’s CVC 2 and AVS responses.
The merchant must not re-use the CVC 2 or retain the CVC 2 in any manner for any purpose.
The CVC 2 on a cardholder authority for a mail order transaction must be rendered
unreadable prior to storage.

9.12 CVC 2 Mismatches

If an issuer receives CVC 2 data in the authorisation request and it is invalid (for example, the
CVC 2 field is not blank and the data does not match the data held on the issuer’s records),
the authorisation request must be declined.
If an authorisation request is approved when the CVC 2 data submitted is invalid, the issuer
cannot charge the transaction back for a fraud-related reason.

9.13 Payday Loans

A chargeback right is available under reason code 4841 when the cardholder disputes any of
the following fees related to payday loans (including payday loan brokers or other payday loan
service providers):
• Fees or penalties associated with the agreement or the repayment; or
• Fees or penalties associated with a broker or other service.

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 Maestro Card Acceptance Requirements
9.13 Payday Loans

This chargeback right is available for both recurring and non-recurring transactions related to
payday loans.

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 Maestro Card Processes

Chapter 10 Maestro Card Processes

This section provides information about processes, documentation, and fees.

10.1 MATCH.................................................................................................................................52
10.2 Address Verification Service...................................................................................................52
10.2.1 Acquirer Requirements for AVS......................................................................................52
10.2.2 Issuer Requirements for AVS..........................................................................................52
10.2.3 AVS Response Codes.....................................................................................................52
10.3 Automatic Billing Updater Programme and Recurring Payments Cancellation Service.............53
10.3.1 Acquirers.......................................................................................................................53
10.3.2 Issuers........................................................................................................................... 53
10.3.3 Documentation Location............................................................................................... 54
10.3.4 Exemptions from the Requirement to Support ABU....................................................... 54

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 Maestro Card Processes
10.1 MATCH

10.1 MATCH
Acquirers must refer and report to Merchant Alert to Control High-Risk Merchants (MATCH™),
as set forth in the Security Rules and Procedures manual.
Before signing a merchant agreement with a potential merchant, an acquirer must check
whether or not the potential merchant, or any of its outlets, appears on the MATCH files. If an
entry appears, any resulting contact with another acquirer must be performed by the acquirer
itself (that is, must not be delegated to agents).

10.2 Address Verification Service

Acquirer and issuer participation in the Address Verification Service (AVS) is mandated for UK
Maestro CNP domestic transactions.

10.2.1 Acquirer Requirements for AVS

An acquirer must register for AVS processing and meet the following requirements:
1. The acquirer must transmit address information, when provided by the merchant, to the
issuer in the Authorisation Request/0100 message for CNP domestic transactions;
2. The acquirer must be able to receive the AVS response data from the issuer contained in
the Authorisation Request Response/0110 message and forward it to the merchant.

10.2.2 Issuer Requirements for AVS

An issuer must register for AVS processing and meet the following requirements:
1. The issuer must be able to verify AVS data contained in the Authorisation Request/0100
message for CNP domestic transactions;
2. The issuer must transmit AVS response code to the acquirer in the Authorisation Request
Response/0110 message.
With respect to newly assigned ICAs and BINs, an issuer is allowed six months from the date
of assignment to come into compliance with these requirements.
An issuer that fails to register for AVS processing, or that does not provide a valid response
code to acquirers, will not be eligible to charge back applicable transactions using message
reason code 4837—No Cardholder Authorisation, where AVS data was provided by the
acquirer.

10.2.3 AVS Response Codes

The following table describes the possible responses that an acquirer may receive to a request
for an AVS check.

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UK Domestic Rules • 15 October 2015 52
 Maestro Card Processes
10.3 Automatic Billing Updater Programme and Recurring Payments Cancellation Service

Response Code Description

A Address matches, postal code does not

N Neither address nor postal code match

R Retry–system unable to process

S AVS currently not supported

U No data from issuer/authorisation system

W Postal code matches/address does not

X Postal code and address match

10.3 Automatic Billing Updater Programme and Recurring Payments

Cancellation Service

10.3.1 Acquirers
Acquirers must participate in the MasterCard Automatic Billing Updater programme by
completing the Member Enrollment Form available on MasterCard Connect™.
Acquirers must be able to send, receive and process ABU data.
Acquirers must ensure that their acquiring host processing system incorporates ABU
functionality.
Acquirers are required to register their UK Recurring Payment Merchants in the ABU
programme.
Acquirers must submit card account number queries to the ABU programme on behalf of their
Recurring Payment Merchants before authorisation.

10.3.2 Issuers
Issuers must participate in the MasterCard Automatic Billing Updater programme by
completing the Member Enrollment Form available on MasterCard Connect™.
Issuers must be able to send, receive and process ABU data. Issuers must maintain their entire
active card portfolio in ABU and communicate all account changes via the ABU programme.
With respect to newly assigned ICAs and BINs, an issuer is allowed six months from the date
of assignment to come into compliance with this requirement.
To support the Account Validation process issuers must report new accounts and provide a
one-time upload plus 6 months of historic data changes up to a maximum of 40 months data
to the Issuer Account Change Database.

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 Maestro Card Processes
10.3 Automatic Billing Updater Programme and Recurring Payments Cancellation Service

Account changes are classified as:

• New Accounts opened
• Account changes (BIN changes, upgrades, lost, stolen)
• Expired Account
• Closed Accounts
• Portfolio acquisitions (Maestro to Maestro)
• Brand flips from any competitor scheme to Maestro (optional)
Issuers must enroll and participate in the Recurring Payments Cancellation Service by either
submitting the RPCS enrollment form or using the online RPCS enrollment process available
on MasterCard Connect.

10.3.3 Documentation Location

The ABU and RPCS documentation set can be found by following these steps:
1. Go to www.mastercardconnect.com.
2. Enter your User ID and Password.
3. Under Library, select References.
4. Select Products & Services, and then click Recurring Payments.
5. Select Automatic Billing Updater or Recurring Payment Cancellation Service.

10.3.4 Exemptions from the Requirement to Support ABU

Prepaid programmes are exempt from ABU reporting requirements, provided that the issuer
does not allow the prepaid cards to be used to enter into recurring payment arrangements.
This exemption applies to both consumer and corporate prepaid programmes.
Single-use-only virtual account numbers are exempt from ABU reporting requirements.

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UK Domestic Rules • 15 October 2015 54
 Maestro Card Domestic Chargeback Rules

Chapter 11 Maestro Card Domestic Chargeback Rules

This section describes chargeback rule variations for domestic transactions.

11.1 Specific Domestic Maestro Chargeback Rules........................................................................56

11.2 Message Reason Code 4808—Requested/Required Authorisation Not Obtained................... 56
11.2.1 Proper Use of Message Reason Code 4808....................................................................56
11.2.2 Proper Use for Acquirer’s Second Presentment...............................................................56
11.3 Message Reason Code 4837—No Cardholder Authorisation................................................. 57
11.3.1 Proper Use of Message Reason Code 4837....................................................................57
11.3.2 Improper Use of Message Reason Code 4837................................................................57
11.3.3 Proper Use for Issuer’s First Chargeback......................................................................... 57
11.3.4 Proper Use for Acquirer’s Second Presentment...............................................................57
11.3.5 Arbitration Case Filing................................................................................................... 58
11.4 Message Reason Code 4841—Cancelled Recurring Transaction.............................................58
11.4.1 Proper Use of Message Reason Code 4841....................................................................58
11.4.2 Proper Use for Acquirer’s Second Presentment...............................................................60
11.5 Message Reason Code 4870—Chip Liability Shift..................................................................60
11.5.1 Proper Use for Message Reason Code 4870.................................................................. 60

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 Maestro Card Domestic Chargeback Rules
11.1 Specific Domestic Maestro Chargeback Rules

11.1 Specific Domestic Maestro Chargeback Rules

Specific domestic rules apply to the following chargeback reason codes:
• 4808—Requested/Required Authorisation Not Obtained
• 4837—No Cardholder Authorisation
• 4841—Cancelled Recurring Transaction
• 4870—Chip Liability Shift
For the above reason codes the domestic rule is a variance to part, or parts, of the
international rule.
Detailed procedures for processing chargebacks are documented in the Chargeback Guide.

11.2 Message Reason Code 4808—Requested/Required Authorisation

Not Obtained

11.2.1 Proper Use of Message Reason Code 4808

• Multiple Authorisation. The issuer may chargeback under this reason code if a card-not-
present transaction was approved in stand-in following two declined authorisation
attempts on the same PAN by the same merchant on the same calendar day.

Supporting
Time Frame Retrieval Request Documents Data Record

90 days No None Multiple authorisation

requests

• If a transaction is processed at a CAT dispensing fuel for an amount in excess of GBP 60

and the transaction was identified in the authorisation request with MCC 5542, and
authorised by the issuer for GBP 1, the issuer may process a partial chargeback for the
amount exceeding GBP 60. If the transaction amount is less than or equal to GBP 60 the
issuer may not invoke the chargeback.
• Partial Authorisation of Automated Fuel Dispenser (MCC 5542) transactions If an
authorisation request/0100 message indicates that an automated fuel dispenser card
acceptor supports partial authorisation, and the transaction amount exceeds the partial
approval amount in DE 6 of the authorisation request response/0110 message, the issuer
may charge back the difference between the transaction amount and the partial approval
amount. This rule applies even if the authorisation request was for GBP 1.

11.2.2 Proper Use for Acquirer’s Second Presentment

Multiple Authorisation. The acquirer may second present if the transaction was authorised
by the issuer and not in Stand-in, or if authorisation was obtained after fewer than two

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 Maestro Card Domestic Chargeback Rules
11.3 Message Reason Code 4837—No Cardholder Authorisation

declined authorisation attempts on the same PAN by the same merchant in the same calendar
day

Second Presentment
Conditions Supporting Documents Data Record

The transaction was authorised None ”Issuer authorised” Less than 2

by the issuer, or was authorised authorisation attempts”
after less than two declined
authorisation attempts

11.3 Message Reason Code 4837—No Cardholder Authorisation

11.3.1 Proper Use of Message Reason Code 4837

This message reason code may be used for mail order/telephone order (MO/TO) transactions
and non–face-to-face fraudulent mobile phone prepayment transactions.

11.3.2 Improper Use of Message Reason Code 4837

An issuer may not raise a chargeback under this message reason code for a cardholder not
present transaction where it has been provided in an authorisation request with the CVC 2 on
the card and numeric data in the cardholder’s address and postcode and one of the following.
1. The issuer fails to perform a check on any of this information, or
2. The CVC 2 does not match the CVC 2 held by the issuer.

11.3.3 Proper Use for Issuer’s First Chargeback

Where a chargeback is being raised as a result of multiple fraudulent mobile phone pre-
payment transactions performed with the same card, the issuer may combine the transactions
in question into a single First Chargeback/1442 message, providing supporting documentation
including a schedule showing dates and amounts of each transaction.

11.3.4 Proper Use for Acquirer’s Second Presentment

The following lists show what the acquirer should provide to process a second presentment
following the chargeback of a MO/TO transaction and following the chargeback of a non–
face-to-face fraudulent mobile phone prepayment transaction.
1. The acquirer may process a second presentment following the chargeback of a MO/TO
transaction by providing one of the following:
a. A cardholder authority or receipt which, in either case, bears the cardholder’s signature
and shows correct details of the transaction, including correct details of the
cardholder’s card.; or
b. A cardholder authority (for example, an email message, a facsimile document); or

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 Maestro Card Domestic Chargeback Rules
11.4 Message Reason Code 4841—Cancelled Recurring Transaction

c. An invoice quoting the cardholder’s name; or

d. A delivery receipt signed by the cardholder and quoting a billing address; or
e. A document indicating a different merchant name than the one shown in the clearing
record; or
f. Proof that the delivery address contained the same numerics as those with which the
issuer had been provided, but only where a “full match” response to the AVS check
was given; or
g. For airline tickets purchases, a copy of the boarding pass showing the cardholder’s
name; or
h. Details of a long-standing account/customer relationship between the merchant and
the cardholder: (such as account opening information); or
i. If proof of death or incapacitation on the day a transaction was performed is provided
by the issuer, evidence that the transaction took place earlier than death or
incapacitation.
2. The acquirer may process a second presentment following the chargeback of a non–face-
to-face fraudulent mobile phone pre-payment transaction by providing the following:
a. Evidence that the transaction was initiated by the cardholder.
b. If proof of death or incapacitation on the day a transaction was performed is provided
by the issuer, a second presentment is permitted only if evidence can be provided that
the transaction took place earlier than death or incapacitation.

11.3.5 Arbitration Case Filing

The issuer may continue the dispute providing a progressive cardholder letter refuting the
compelling evidence received from the card acceptor in the second presentment. Before filing
for arbitration the issuer must process a member mediation (pre-arbitration) granting the filed-
against member 30 days to respond.
After the 30 days have elapsed or the acquirer has rejected the pre-arbitration attempt, the
issuer may escalate the case to arbitration within 75 days of the second presentment. All
cases, including member mediations must be filed in MasterCom Case Filing or via the Case
Filing Hub Site.

11.4 Message Reason Code 4841—Cancelled Recurring Transaction

The following variances/additional requirements to the Chargeback Guide apply for domestic
transactions.

11.4.1 Proper Use of Message Reason Code 4841

Time Frame Retrieval Request Supporting Data Record

Documents
14 calendar days No None CARDHOLDER
DECEASED or

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 Maestro Card Domestic Chargeback Rules
11.4 Message Reason Code 4841—Cancelled Recurring Transaction

Time Frame Retrieval Request Supporting Data Record

Documents
ACCOUNT CLOSED
or FACILITIES
WITHDRAWN or
CARDHOLDER
WITHDREW
AUTHORITY, as
appropriate
120 calendar days No Cardholder letter Payday Loan Fee
disputing any fees
related to Payday
Loans.

In the event that:

1. the cardholder is deceased.
2. the issuer or the cardholder has withdrawn or closed the account facilities.
3. the cardholder withdrew his or her authority to bill a Future Dated Transaction or recurring
Transaction, regardless of any merhcnat terms and conditions.
The issuer can initiatate a chargeback, within 14 calendar days of the Translaction Processing
Date, without having previously notified the merchant of the cancellation.
No supporting documentation is required, but the issuer must identify the reason for the
chargeback using appropriate text in the Data Record. Beyond the 14-calendar day time
frame, the standard international chargeback rule applies, including time frame and
documentation requirements.
This chargeback reason code also applies to Installment and “Future Dated Transactions” and
is restricted to cases where the cardholder has the regulatory right to stop payment on their
card for this type of transaction.
This chargeback reason code also applies when the cardholder disputes any of the following
fees related to Payday Loans (including payday loan brokers or other payday loan service
providers).
• Fees or penalties associated with the agreement or the repayment; or
• Fees or penalties associated with a broker or other service. The chargeback timeframe in
this scenario is 120 days from the transaction processing date. This chargeback right is
available for both recurring and non-recurring transactions related to payday loans.
This chargeback right is available for both recurring and non-recurring transactions related to
payday loans.

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 Maestro Card Domestic Chargeback Rules
11.5 Message Reason Code 4870—Chip Liability Shift

11.4.2 Proper Use for Acquirer’s Second Presentment

When the issuer used one of the above mentioned options, the acquirer may not second
present referring to any merchant terms and conditions for cancellation or on the grounds
that the cardholder consented to the charge in any of the scenarios described in Rule 11.4.1
of these rules.

11.5 Message Reason Code 4870—Chip Liability Shift

11.5.1 Proper Use for Message Reason Code 4870

• For counterfeit fraud this reason code may be used for transactions taking place at a
magnetic-stripe-reading-only cardholder-activated terminal.
• For lost, stolen, or never-received fraud, this reason code may be used for transactions
taking place at a non–PIN-capable cardholder-activated terminal.

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UK Domestic Rules • 15 October 2015 60
 Maestro Card Arbitration and Compliance

Chapter 12 Maestro Card Arbitration and Compliance

For the rules applicable to arbitration and compliance cases relating to a domestic Maestro dispute,
please see Section B.4.1 of the Chargeback Guide with the exception of section 11.3.5 of this
manual.

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UK Domestic Rules • 15 October 2015 61
 Compliance Zones

Appendix A Compliance Zones

Compliance Zones

This appendix provides the noncompliance category assigned to the rules contained this manual.

Noncompliance Categories........................................................................................................... 63

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UK Domestic Rules • 15 October 2015 62
 Compliance Zones
Noncompliance Categories

Noncompliance Categories
The following table provides the noncompliance category assigned to the rules contained in
this manual. These noncompliance categories are assigned for the purposes of imposing
assessments when warranted under the compliance framework described in the MasterCard
Rules. A minimum of 30 days will be allowed to remedy noncompliance.

Number Rule Title Category

3.1 Purchases A

3.2 Face-to-Face Cash Advance Transactions A

3.3 Unique Transactions A

3.4 Sales of Foreign Currency B

4.1 Expiry Date Checking by Issuers C

4.2 Card Validation Code 2 (CVC 2) A

4.3 Address Verification Service A

4.4 Issuer’s Right to Request a Transaction C

Information Document

4.6 Automatic Billing Updater and Recurring B

Payments Cancellation Service

4.7 Issuer Response on Recurring Transactions C

4.8 Merchant Rewards B

5.1 Domestic Settlement Service C

9.1 Cardholder Activated Terminal A

9.2 Multiple Authorisation Attempts on Card-not- A

present Transactions

9.3 Smart Card Loading CAT Devices A

9.4 Telephone Pre-Payments (Mobile Phones and A

Unspecified Phones)

9.5 Transit Auto Top-Up Payments A

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UK Domestic Rules • 15 October 2015 63
 Compliance Zones
Noncompliance Categories

Number Rule Title Category

9.6 Purchase with Cash Back Transactions B

9.7 Quasi-cash Transactions (MCC 6051) A

9.8 Gambling transactions (MCC 7995) A

9.9 Mail Order/Telephone Order (MO/TO) A

Transactions

9.10 Cardholder Authorities A

9.11 CVC 2/AVS checks A

9.12 CVC 2 Mismatches A

10.1 MATCH A

10.2 Address Verification Service A

10.3 Automatic Billing Updater Programme and B

Recurring Payments Cancellation Service

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UK Domestic Rules • 15 October 2015 64
 Notices

Notices
Following are policies pertaining to proprietary rights, trademarks, translations, and details
about the availability of additional information online.

Proprietary Rights

The information contained in this document is proprietary and confidential to MasterCard

International Incorporated, one or more of its affiliated entities (collectively “MasterCard”), or both.
This material may not be duplicated, published, or disclosed, in whole or in part, without the prior
written permission of MasterCard.

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Trademark notices and symbols used in this document reflect the registration status of MasterCard
trademarks in the United States. Please consult with the Global Customer Service team or the
MasterCard Law Department for the registration status of particular product, program, or service
names outside the United States.
All third-party product and service names are trademarks or registered trademarks of their respective
owners.

Disclaimer

MasterCard makes no representations or warranties of any kind, express or implied, with respect to
the contents of this document. Without limitation, MasterCard specifically disclaims all representations
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Translation

A translation of any MasterCard manual, bulletin, release, or other MasterCard document into a
language other than English is intended solely as a convenience to MasterCard customers. MasterCard
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Information Available Online

MasterCard provides details about the standards used for this document—including times expressed,
language use, and contact information—on the Publications Support page available on MasterCard
Connect™. Go to Publications Support for centralized information.

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UK Domestic Rules • 15 October 2015 65