Car Rental Procedures Guide by Visa Asia

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car rental procedures guide cemea regional offices visa international service association cemea region po box 39662 london w2 6wh united kingdom tel 44 20 7937 8111 fax 44 20 7937 0877 dubai visa international po box 25500 dubai united arab emirates tel 97 1 4 331 9690 fax 97 1 4 332 2199 jordan visa international zara expo building 3rd circle ­ queen noor street po box 941225 11194 amman jordan tel 962 6 565 5773 /4 fax 962 6 569 6692 poland visa international lim centre al jerozolimskie 65/79 00-697 warszawa poland tel 48 22 630 6801 fax 48 22 630 6806 russia visa international office 850 ducat place ii 7 gasheka street moscow 123056 russia tel 7 095 787 4140 fax 7 095 787 4141 saudi arabia visa international abraj building 8th floor ­ north tower king fahad road riyadh saudi arabia tel 966 1 218 0899 fax 966 1 218 0898 south africa visa international po box 1451 houghton johannesburg 2041 south africa tel 27 11 483 4300 fax 27 11 728 3084 ukraine visa international

about this guide 1 at visa we always want to be the preferred payment card ­ for you and your customers we want to make it as easy as possible for you to accept visa cards and we want you to take full advantage of the special services we have designed for the car rental industry this is your step-by-step guide on how to identify and accept visa cards it also talks you through each of the special services that are available to car rental outlets please take time to read through the guide ­ it should help you to get even more benefit from visa please also ensure that your merchant agreement includes the special services described in the guide about this guide accepting all visa cards how to identify a visa card how to identify a visa electron card what to do when your customers collect their vehicle what to do when your customers return their vehicle how to add any late charges to a visa card 1 2 4 5 7 8

accepting all visa cards 2 if you have signed a merchant agreement to accept visa cards you should accept all visa cards irrespective of which bank issued them banks around the world offer their customers a range of different visa cards this includes premium cards such as gold cards and platinum cards commercial cards clasic cards and visa electron cards ­ as well as cards issued in conjunction with other major corporations these cards may look different but they all · have the same basic card elements and security features and · guarantee payment to you when visa acceptance procedures are correctly followed

how to identify a visa card 4 how to identify a visa electron card 5 there are many different kinds of visa cards all share the same essential card elements and security features visa electron cards have slightly different features can not be used with manual systems and always require authorisation see the following page for more details 12 1 2 3 1 visa flag symbol ­ always on the front right-hand side but can be either above or below the hologram 2 microprinting ­ should be present around the visa flag symbol 3 dove hologram ­ always on the front right-hand side and the dove appears to fly when the card is tilted back and forth the visa infinite card issued by some banks to their very best customers has a different hologram design 4 four-digit number ­ printed below the embossed account number this should always begin with a `4 and should match the first four digits of the embossed account number if it does not or if it is missing the card may be counterfeit 5 embossed account

what to do when your customers collect their vehicle 7 it is difficult to imagine how the car rental business could function without payment cards no other payment method offers you ­ or your customers ­ more flexibility and security by obtaining an authorisation for your visa transactions you can be protected against fraudulent card use you can be sure that the cardholder s account is valid and certain that they are within their available spending limit when to obtain authorisation it is important to obtain authorisation before the cardholder departs with the vehicle the authorisation will then stay valid for the length of the rental period however for a rental period of longer than two weeks we recommend that you close out the customer s account and bill the customer every two weeks visa does not allow authorisation at the time of rental for any potential damage or loss of the rental vehicle nor does visa allow you to place a charge/deposit against the cardholder for potential

what to do when your customers return their vehicle 8 9 revising estimated authorisations if the cardholder extends the rental period it may be necessary to revise the original authorisation if the revised amount exceeds the original authorisation by 15 and this is greater than your floor limit ­ then you must obtain another authorisation for the additional amount additional charges identified when the cardholder is present if the cardholder is present and the additional charge amount is known this should be added to the final voucher signed by the cardholder should damage to a vehicle be discovered at the time the cardholder returns the vehicle you should follow these steps 1 if the cardholder has accepted your rental agency cdw/ldw and has agreed at the time of rental to pay a deductible if damage occurs calculate the final rental agreement amount including the deductible and follow your normal rental close-out procedures in the case of any disputes you must provide · a copy of

how to add any late charges to a visa card 10 11 revising estimated authorisations this service assists you in obtaining payment for charges which are not discovered until after the cardholder has returned the rental vehicle and left the return location you must always notify the cardholder in writing at the address provided on the rental agreement of the amount time location and nature of the charges there is significant risk of disputes if the cardholder is not notified of the charges parking and traffic fines you may charge the cardholder for any parking fines and other traffic violations provided that they were incurred while the cardholder was responsible for the vehicle and the following conditions are met · the cardholder consented in writing to pay such charges with their visa card this consent can be a part of your rental agreement you should make cardholders aware that they are agreeing to pay these charges · the charge is submitted within 90 calendar days of the date of

how to add any late charges to a visa card 12 damage you may charge a cardholder for any damage to a vehicle provided that the damage has occurred during the time they were responsible for it and the following conditions are met · the cardholder consented in writing to pay such charges with their visa card this consent can be a part of your rental agreement you should make the cardholder aware that they are agreeing to pay these charges · the charge is submitted within 90 calendar days of the date of the transaction · the charge is submitted as a separate transaction with the words signature on file · you obtain an authorisation for the charges if the transaction amount is above your floor limit · a copy of the accident report is obtained from the responsible civil authority if an accident report is required by the local civil authority · an itemised repair bill from an organisation which can legally provide repair services in your country is provided in case of disputes you