I. INTRODUCTION

Existing clients in North America, Europe and Asia Pacific can now switch from credit card swipe readers to "Chip and Pin" compatible PIN Pad devices. The advantages of using Chip and PIN devices (also called EMV devices) are:

  1. Preferred processing rates from your card acquirer.
  2. Protection of your rights to dispute charge backs.
  3. PIN validation on debit card transactions.
  4. The highest level of PCI protection as no card numbers are stored in your data base.
  5. A step toward "contactless" renting (you do not touch the renter's credit card).

This chapter addresses the changes that will be encountered when switching to a PIN Pad device.

Flow of Opening a RA

Using the PIN Pad will cause the flow of opening a RA to change from how it has been done in the past. Generally those changes are:

With the old card swipe wedge reader, the data is read off the card and is loaded into CARS+. Then an authorization is requested with the F11 key.

With a PIN Pad device, the authorization is is still requested with F11 but it is obtained before any credit card data is loaded into CARS+. The F11 key sends a message to a payment gateway party; the gateway alerts the idle PIN Pad device which will display a message such as:

INSERT CARD NOW

The renter will then insert the chip card into the PIN Pad device and follow the instructions on the device screen such as:

DO NOT REMOVE CARD

ENTER YOUR PIN (If a debit card)

REMOVE CARD NOW


The payment gateway party, acting as a middleman of sorts, passes encrypted credit card data to a processor and then passes to CARS+ an encrypted card number, expiration date, auth # etc.

It is important to note that once the credit card information and authorization has been placed in the Rental Agreement, that these fields should not be edited or deleted. This will release any authorization received. If the customer changes their mind and decides to use a different credit card, you can "F3" to erase these fields and any authorization(s) will be voided, cancelled and released. Also note that if there is a temporary glitch or hiccup with ISP after an authorization was obtained and the RA did not get saved, this too will automatically cancel the authorization.

Printed Authorization Slip

One of the requirements of our EMV partner Windcave, is that the cardholder is given a printed slip of paper with the authorization data printed on it, such as date/time, auth number, the fact that the card's chip was read, etc (think of the small slip you get when you use your credit card at a sit down restaurant). Unless configured otherwise, that "slip" will print on the same printer as your rental agreements. Therefore for Windcave users, the default set up within CARS+ assumes that you print your rental agreements on plain white paper so that both the auth slip and RAs can print on the same paper stock. If that is NOT true, contact Thermeon Customer Support for alternatives.

Major Credit Cards vs Private Label Cards

With the use of the PIN Pad device, credit cards fall into two categories, and there is an important distinction in how these types of cards are processed in CARS+.

Major Credit cards - examples: Visa, MasterCard, Discover, American Express, JCB, etc.

If these cards have the "chip" symbol on the card they MUST be processed by inserting the card into the chip reader on the PIN Pad device. The credit card data cannot be read by using the swipe reader slot on the PIN Pad device. The card will be rejected by the device if you try. Major credit cards without the chip symbol can be read by the PIN Pad's swipe reader slot.

Private Label cards - examples: Hertz charge card, Budget charge card

These cannot be processed by inserting them into the chip reader on the PIN Pad device. They must be processed as they always have been:

  • Manually keyed into CARS+
  • Use the (legacy) swipe reader attached to the keyboard
If an attempt is made to insert a private label card into the chip reader on the PIN Pad device, the card will be rejected.
Unmasking

A card processed through a PIN Pad device cannot be unmasked by any user at any time. This is because the credit card number no longer resides in CARS+, so there is no way to unmask it. CARS+ users can see only first 4 and last 4 digits of the card number. What isn't seen is an encrypted 'token' that references that card.

Subsequent charges, such as edits to closed RAs, toll or parking citations can be processed by selecting the card number from a pop-up window called a 'credit card # pick list' which lists cards associated with the transaction or customer. When the credit card is selected, the 'token' is sent to the payment gateway in order to charge the card.

Voice Authorizations
The use of EMV devices and CARS+ Payments Service is INCOMPATIBLE with the concept of voice auths. Voice auths are obtained by placing a phone call to either your credit card acquirer or the card's issuing bank and asking for an authorization over the phone. That CANNOT be done with the Payments Service logic turned on. For a payment or deposit to be settled by the CARS+ Payments Service it MUST be authorized by the CARS+ Payments Service. In fact, access to the Authorization Number field is blocked for forms of payment that are flagged to be processed by Payments Service.
Card-Present and Card-Not-Present
THIS IS VERY IMPORTANT: If you manually enter a credit card card number into CARS+ or if it is loaded from a reservation or Customer File record, it will be treated by the banks as a CARD-NOT-PRESENT transaction. Only cards that are entered into CARS+ via a Chip and Pin device are treated as CARD-PRESENT.

It is only transactions that are handled as "Card-Present" that are granted the benefits listed in the introduction above, such as chargeback protection. To be treated as Card-Present, the card must be read by an EMV device. It is the fact that the chip on the card has been read by the EMV device, that makes the transaction Card-Present.

Manually keying in a credit card number into a CARS+ screen turns off the EMV device and automatically flags the transaction as Card-Not-Present (even if you have the physical card in your hand). Obviously, if you take a credit card deposit over the phone on a reservation for a specialty class, that is Card-Not-Present, and CARS+ needs to support this. A card number that is automatically loaded into a screen from a reservation or a repeat customer will also be treated as Card-Not-Present.

Summary:
When pressing the F11 Function Key:
  1. CARS+ will activate an EMV device so that the card can be inserted and read.
  2. The data from the card will be sent to the bank for authorization as a CARD-PRESENT transaction.
  3. The bank will return the authorization and the first and last four characters of the card number which will automatically be inserted into the CARS+ screen.
Authorizations Can Expire
The credit card companies have always said that authorizations do not last forever, they expire. But CARS+ did not enforce any expiration rules, until now. Our partners in Payments Service will NOT accept for settlement a transaction whose authorization has expired. In order to protect yourself:
  • Set up the Authorization Expiration Days field in Edit Card Definition.
  • When opening an RA for a period longer than the life of an authorization, RA Open will force you to take a deposit at open for the estimated charges which will be settled the next day.
  • Run the Auth Expiration Report daily to catch any pre-authorizations that are about to expire (these will usually be on overdue rentals).
  • For RAs on that report, use the Convert RA Auth to Deposit program to convert the authorization to a deposit before it expires.
Incremental Authorizations
An incremental authorization is an additional auth added to an original authorization. For example: if at open you pre-authorize the renter's credit card for $200.00 but at close the total charge comes to $250.00, you will need an additional authorization, in this case an incremental authorization for an additional $50.00. CARS+ will automatically seek incremental authorizations on pre-authorized cards. The following major credit cards DO NOT support incremental authorizations:
  • American Express
  • Discover
  • All cards that are processed by Discover in your area such as Diners, JCB and UnionPay (ask your acquirer which cards for your location are processed by Discover Card).
Seeking an incremental auth on any of these cards will immediately result in a rejection.

So what do you do?
  1. If you are opening an RA and you have not yet saved the rental agreement when you discover that you need more authorization,"F3" to erase the current authorization (which will immediately void the original auth) and seek a new authorization for the new amount.
  2. If you are closing an RA and you need an additional auth, use the original authorization as is for one payment and enter a second payment, using the same card or another form of payment, for the shortage seeking a separate authorization for that payment.
  3. If you get a preauthorization on a Discover or American Express Card at RA Open for $250.00. Then at RA Close the charges are $300.00, you cannot get an incremental authorization for the additional $50.00 like you can with Visa and MasterCard. You must take a second payment for the $50.00 difference and authorize that separately. (It can be the same credit card.)
NOTE: When getting incremental authorizations. This feature (Convert RA Auths To Deposits) takes the original authorization and converts all incremental authorizations, and charges the total using the first, initial, original authorization number.
Example: The first initial authorization taken at RAOPEN is considered THE original authorization, and any other incremental authorizations are only considered extensions or in addition to that authorization.
  • First initial, original authorization taken at time of rental: $200.00, Auth# 12345 - Taken on January 1.
  • Customer extends the rental and the user get an incremental auth for $100.00, Auth # 1345 - on January 3.
  • Customer extends again or doesn't return, user gets an additional incremental auth for $200.00 Auth# 6456 - on January 15.
Prior to this original authorization expiring, you will need to use this feature to convert these authorizations to deposits before you should get a new authorization.
Cars+ will take all authorizations and amounts and convert them to deposits by using the first initial, original auth# 12345. And make one single charge for $500.00. (The total of the original authorization and all incremental authorizations)
ALSO note that all incremental authorizations do NOT extend the life of this original authorization. In the above example all incremental authorizations will expire using the same original January 1 authorization. (See more information about incremental authorizations below)
Voiding Incremental Authorizations
THIS TOO IS VERY IMPORTANT: Edits of incremental auths have very different consequences with EMV Payment Services turned on. For example: if at open you pre-authorize the renter's credit card for $200.00 but at close the total charge comes to $250.00, you will need an additional authorization, in this case an incremental authorization for an additional $50.00. CARS+ will automatically seek incremental authorizations on pre-authorized cards. But what if the renter decides to use another form of payment for the additional $50.00? If that decision is made AFTER an incremental authorization is received and you edit the payment back down to $200.00, NOT ONLY will the incremental authorization be cancelled, but so will the original authorization. You will be left with no authorization on the credit card. Voiding one auth on a card results in voiding all auths on that card within the same Rental Agreement.

The following actions can result in the loss of all authorizations on an RA:

Any of these actions will leave an RA without any authorization.

BUT NOTE: Not all credit card issuing banks support electronic authorization reversals. Although CARS+ will issue an auth reversal and within CARS+ the auth will be cancelled, the bank that issued the card may still have the credit hold on the card holders account until it times out by their own rules. There is no way for CARS+ to know if an auth reversal has been accepted and acted upon by the bank that issued the credit card. For safety sake, CARS+ must assume that the banks have processed the reversal and that the auth is no longer valid. As a result, manually keying an auth code that is expired or has been manually reversed will be considered a "Voice Authorization" (i.e., not obtained through CARS+ itself) and an attempt to settle on such an auth may fail.

If a cardholder complains that a credit hold has not been cleared, you will need to call the issuing bank and request that the hold be lifted.

II. REQUIRED SET UP

Additional set up is required to use a PIN Pad device.

NOTE: Throughout the set up, pay close attention to the upper case/lower case examples for the various data fields. If the example is in lower case, the data you enter MUST be in lowercase and likewise for upper case examples.

A. Credit Card Processor

Create a record for the credit card gateway.


B. Edit Card Definitions

Change all existing card definition records so that the processor record created in "A" above is entered in Field 5, "Handler program'. If not all locations are going to use PIN Pad devices, card processor code can be added to the individual Location File records of those locations using these devices.


C. Edit Misc. Control Fields

Page 4, field 30, “Auth w/o Card #?” should be set to “Y”

Page 4, field 31 “Handler Auth w/o Card #” should be set to the processor name defined in Step A.


D. Edit Counter Devices

This program maintains a list of counter devices, including credit card PIN Pad devices.

Refer to the chapter Edit Counter Devices for details.


E. Edit Terminal Record

The challenge in using EMV devices is letting your current session know which device you plan to use. Because a user accesses CARS+ via the internet, they can literally be anywhere in the world. There is no way for the system to know which device is near to use. As a result, there is two possible ways to set up EMV devices in CARS+ and informing the system which device you plan to use.

1. No relationship between EMV devices and Workstations are defined.

EMV devices are defined in Edit Counter Devices and that is it. When signing into CARS+, the user MUST first go to Change User Environment (shortcut CHGENV) and on that screen enter the device ID of the device they plan to use.

2. Relationships between EMV devices and Workstations are defined in Edit terminal Records.

First, each workstation is defined in Edit Terminal Records. Then, within those workstation records, in Field 16, the Device Code of the EMV device that is used from that workstation is entered. Note, CARS+ does support the sharing of a single EMV device between more than one workstation. Therefore, the same EMV Device Code can be entered against more than one workstation. Although because of limited cable length, it is not recommended to share a single device between more than two workstations that are next to each other. Under this setup, CARS+ is then configured to ask for a station Id when the user first signs on to CARS+ and the EMV device that will be used is the one in that workstation's Edit Terminal Record. Contact Thermeon Customer Support to have the Station ID prompt turned on on your system.
Regardless of how you set up EMV devices, at anytime a user can access Change User Environment (shortcut: CHGENV) to re-direct themselves to a different EMV device.

F. Change User Environment

The PIN Pad device can be changed dynamically by entering a “PIN Pad Device ID” in Field 9. Enter a valid device name that was set up in Edit Counter Devices (Step D).

Alternatively, if users do not have access to CHGENV, CARS+ can prompt the user to enter PinPad Device ID on login. Contact Thermeon Customer Support to have the PinPad ID prompt turned on your system.


G. Dual Branded Locations

For Payments Service users, a single EMV device can be used to process transactions for more than one Car Rental Brand (such as Dollar and Thrifty). That is, a single device can support more than one set of MIDs (Merchant Identification numbers). To do this, the devices need to be ordered from your Gateway with this capability and your version of CARS+ Payments Service must be set up differently by the Thermeon IT staff. The default set up within both CARS+ and payment Gateways is to NOT support multiple MIDs in a single EMV device.


III. COUNTER AGENT INSTRUCTIONS


When using a payment service, no credit card data is entered into CARS+ (unless it is a Card-Not-Present situation - see the discussion above in the introduction). This represents a significant change in the flow of processing rentals.

A. OPENING A RENTAL AGREEMENT

Pre-authorizations on a major credit card in Card-Present mode

Enter customer data, vehicle data, and option sales as usual.

Note that no data regarding the credit card is entered in the Main window.

Field 7 - (FOP Fields) Leave all fields blank.

Field 8 - Field 8b (Auth. Amount) Enter the amount of the auth that is going to be requested; leave other fields blank.

User tip: The system can be configured such that after getting an estimate with F8, the amount needed for the authorization is loaded automatically in Field 8b (This setting is found in Edit Main Control Record, page 1, Field 28 "Auto Load FOP as Deposit". The setting should be "A")

The example below shows the authorization amount in Field 8b. Note that Field 7 is blank.

OPTION: ______________ RA OPEN
OPTION: ______________ RA OPEN
1 Name(L/F/T) GODA/TERRI/* 11 Ret Dt/Tm 04-04-20/0900
2 Address 1 MAIN ST 12 Ret Loc/Drop ALX51/*
3 C/S/Z ANYTOWN/PA/18700 13 Veh/Cl/Odo/F 544103/IMMR/50010/8
4 Ph/DOB/Gen 800-555-1212/29-07-66/F 14 Rate/Cl/Ppd RETL1/IMMR/Y
5 Locl Cnt * 15 Cell Phone *
6 Li/St/Ex/Ver 1487852/PA/31-12-25/* 16 Empl/Drw AMG/101
7 FOP/#/Ex/LOA */*/*/*/*
8 Ath#/Amt/Cur/RoE */436/*/*
9 Sr/Ty/ID REF/FC/*/*
10 Notes * 17 PID Res/RA */N O-Sub Windows
F1=SAVE F2=SWIPE F3=ERASE F6=SEARCH F8=ESTIMATE F11=REQ-AUTH F12=CHK-AUTH


Press F11 to request an authorization.
This will activate the PIN Pad device which will instruct the customer to place their chip card in the device or swipe the card if it is not chip enabled. The customer should follow the instructions on the device.

The message: 436.00 REQUEST MADE ON CARD will display as shown below.

OPTION: ______________ RA OPEN
1 Name(L/F/T) GODA/TERRI/* 11 Ret Dt/Tm 04-04-20/0900
2 Address 1 MAIN ST 12 Ret Loc/Drop ALX51/*
3 C/S/Z ANYTOWN/PA/18700 13 Veh/Cl/Odo/F 544103/IMMR/50010/8
4 Ph/DOB/Gen 800-555-1212/29-07-66/F 14 Rate/Cl/Ppd RETL1/IMMR/Y
5 Locl Cnt * 15 Cell Phone *
6 Li/St/Ex/Ver 1487852/PA/31-12-25/* 16 Empl/Drw AMG/101
7 FOP/#/Ex/LOA */*/*/*/*
8 Ath#/Amt/Cur/RoE */436/*/*
9 Sr/Ty/ID REF/FC/*/*
10 Notes * 17 PID Res/RA */N O-Sub Windows
F1=SAVE F2=SWIPE F3=ERASE F6=SEARCH F8=ESTIMATE F11=REQ-AUTH











436.00 REQUEST MADE ON CARD . (790)PRESS RETURN


Note that the type of card is not specified in the message. (CARS+ doesn't know anything about the card at this time.)

Press F12 to check the authorization. The request below is approved.

OPTION: ______________ RA OPEN
1 Name(L/F/T) GODA/TERRI/* 11 Ret Dt/Tm 04-04-20/0900
2 Address 1 MAIN ST 12 Ret Loc/Drop ALX51/*
3 C/S/Z ANYTOWN/PA/18700 13 Veh/Cl/Odo/F 544103/IMMR/50010/8
4 Ph/DOB/Gen 800-555-1212/29-07-66/F 14 Rate/Cl/Ppd RETL1/IMMR/Y
5 Locl Cnt * 15 Cell Phone *
6 Li/St/Ex/Ver 1487852/PA/31-12-25/* 16 Empl/Drw AMG/101
7 FOP/#/Ex/LOA */*/*/*/*
8 Ath#/Amt/Cur/RoE */436/*/*
9 Sr/Ty/ID REF/FC/*/*
10 Notes * 17 PID Res/RA */N O-Sub Windows
F1=SAVE F2=SWIPE F3=ERASE F6=SEARCH F8=ESTIMATE F11=REQ-AUTH












Awaiting CC Auth

APPROVED: 877951 PRESS RETURN


Press (RET). The credit card data and auth # will populate Fields 7 and 8. It is only after an approval is received from the PIN Pad device that CARS+ knows what type of card it is, whether it is a debit/credit/prepaid and what the first and last four characters of the card number are.

OPTION: ______________ RA OPEN
1 Name(L/F/T) GODA/TERRI/* 11 Ret Dt/Tm 04-04-20/0900
2 Address 1 MAIN ST 12 Ret Loc/Drop ALX51/*
3 C/S/Z ANYTOWN/PA/18700 13 Veh/Cl/Odo/F 544103/IMMR/50010/8
4 Ph/DOB/Gen 800-555-1212/29-07-66/F 14 Rate/Cl/Ppd RETL1/IMMR/Y
5 Locl Cnt * 15 Cell Phone *
6 Li/St/Ex/Ver 1487852/PA/31-12-25/* 16 Empl/Drw AMG/101
7 FOP/#/Ex/LOA MC/2223*0011/12-25/*/*
8 Ath#/Amt/Cur/RoE 877951/436/*/*
9 Sr/Ty/ID */FC/*/*
10 Notes * 17 PID Res/RA */* O-Sub Windows
F1=SAVE F2=SWIPE F3=ERASE F6=SEARCH F8=ESTIMATE F11=REQ-AUTH

Press F1 to save the RA.

If the user receives the message: AUTO RENTAL DURATION EXCEEDS MAX LENGTH;

The user must reduce the amount of the rentals days. Credit Card processors have a maximum rental days allowed. (Usually 99 days maximum allowed.) The rental can be converted to a Multi Month RA, or the rental will need to be divided into segments.



Pre-authorizations on a major credit card in Card-Not-Present mode

Enter rental data into the screen as described above, but before pressing F11, manually enter the credit card data into Line 7 and the amount to be authorized in field 8b. When pressing F11, because Line 7 is NOT blank, the EMV device will NOT be activated. Instead the data in lines 7 and 8 will be sent to the card processing service and an authorization will be sought in CARD-NOT-PRESENT mode.


Deposits
Entering data for a deposit on a major credit or debit card in Card-Present mode
In field 1, enter the amount of the deposit. Example below is 100.


OPTION: ______________ DEPOSITS SHIFT-F7=FOP SEARCH
Cur/Req Amt */*
Amount/FOP/#/Exp/Settled Auth#/Amt
Curr Code/Frgn Amt/Exch rate/DCC? PmtDate/Time/Drw
1 100.00/*/*/*/* 2 */*
3 */*/*/* 4 */*/*
5 */*/*/*/* 6 */*
7 */*/*/* 8 */*/*
9 */*/*/*/* 10 */*
11 */*/*/* 12 */*/*
F2=SWIPE F11=REQ AUTH F12=CHK AUTH



Press F11 to request an authorization.
This will activate the PIN Pad device which will instruct the customer to place their chip card in the device.

The message: 100.00 REQUEST MADE ON CARD will display as shown below.


OPTION: ______________ DEPOSITS SHIFT-F7=FOP SEARCH
Cur/Req Amt */*
Amount/FOP/#/Exp/Settled Auth#/Amt
Curr Code/Frgn Amt/Exch rate/DCC? PmtDate/Time/Drw
1 100.00/*/*/*/* 2 */*
3 */*/*/* 4 */*/*
5 */*/*/*/* 6 */*
7 */*/*/* 8 */*/*
9 */*/*/*/* 10 */*
11 */*/*/* 12 */*/*
F2=SWIPE F11=REQ AUTH F12=CHK AUTH
100.00 REQUEST MADE ON CARD . (790)PRESS RETURN


Press F12 to check the authorization. The request below is approved.


OPTION: ______________ DEPOSITS SHIFT-F7=FOP SEARCH
Cur/Req Amt */*
Amount/FOP/#/Exp/Settled Auth#/Amt
Curr Code/Frgn Amt/Exch rate/DCC? PmtDate/Time/Drw
1 100.00/*/*/*/* 2 */*
3 */*/*/* 4 */*/*
5 */*/*/*/* 6 */*
7 */*/*/* 8 */*/*
9 */*/*/*/* 10 */*
11 */*/*/* 12 */*/*
F2=SWIPE F11=REQ AUTH F12=CHK AUTH
APPROVED: 299044 PRESS RETURN



Press (RET). The credit card data and auth # will populate Fields 1 and 2.


OPTION: ______________ DEPOSITS SHIFT-F7=FOP SEARCH
Cur/Req Amt */*
Amount/FOP/#/Exp/Settled Auth#/Amt
Curr Code/Frgn Amt/Exch rate/DCC? PmtDate/Time/Drw
1 100.00/MC/2223*0011/12-25/* 2 299044/100
3 */*/*/* 4 */*/*
5 */*/*/*/* 6 */*
7 */*/*/* 8 */*/*
9 */*/*/*/* 10 */*
11 */*/*/* */*/*
F2=SWIPE F11=REQ AUTH

N

Press F1 to save the RA.

Once again, if you manually enter a card number into the Deposit Subwindow, it will be authorized when you press F11, but it will be a Card-Not-Present authorization.

If the user receives the message: AUTO RENTAL DURATION EXCEEDS MAX LENGTH;

The user must reduce the amount of the rentals days. Credit Card processors have a maximum rental days allowed. (Usually 99 days maximum allowed.) The rental can be converted to a Multi Month RA, or the rental will need to be divided into segments.

Incremental Authorization

When an incremental authorization is needed to cover additional charges, such as when extending the return date on the RA, it can be obtained by entering the amount to be authorized in Field 8b. (In this case, 38.)
Press F11 to request the incremental authorization.

OPTION: ______________ RA OPEN 96000046 OPEN
1 Name(L/F/T) GODA/TERRI/* 11 Ret Dt/Tm 04-05-20/0900
2 Address 1 MAIN ST 12 Ret Loc/Drop ALX51/*
3 C/S/Z ANYTOWN/PA/18700 13 Veh/Cl/Odo/F 544103/IMMR/50010/8
4 Ph/DOB/Gen 800-555-1212/29-07-66/F 14 Rate/Cl/Ppd RETL1/IMMR/Y
5 Locl Cnt 8005551212 15 Cell Phone *
6 Li/St/Ex/Ver 1487XXX/PA/31-12-25/* 16 Empl/Drw AMG/101
7 FOP/#/Ex/LOA MC/2223*0011/12-25/*/(1)
8 Ath#/Amt/Cur/RoE */38/*/*/(436)
9 Sr/Ty/ID REF/FC/*/*
10 Notes * 17 PID Res/RA */Y O-Sub Windows
F1=SAVE F2=SWIPE F3=ERASE F6=SEARCH F8=ESTIMATE F11=REQ-AUTH F12=CHK-AUTH









38.00 REQUEST MADE ON CARD MC (790)PRESS RETURN


Press F12 to confirm the authorization.
Press F1 to save this change to the RA.

SEE THE WARNING ABOVE: See the warning about voiding incremental authorizations in the introductory section of this chapter.



B. CLOSING A RA

There is no change when closing a RA if the pre-authorization on a major credit card is sufficient to cover the charges. If charges are the same or less than the original Auth, the payment details will be loaded into the payment subwindow, and the RA can be saved.


Incremental authorization needed

There is no change to obtain an incremental authorization. If the pre-authorization amount is insufficient, an incremental authorization for the shortfall will automatically be sought. The example below is provided as a review. The authorization currently is for 474 and the charges come to 574.24.

OPTION: D__ RA CLOSE #96000046
Miles/Fuel/Chg 50150/5/71.57/P 5 Empl/Drw AMG/101
Inclusive Rate 387.48 6 Notes *
Other Charges 154.35 FOP MC 2223*0011 12-25
2 Discount *
3 Tax/Surcharge 32.41 A-T&M Charges name:GODA
Subtotal-1 574.24 C-Option Charges date:15-03-20 2008
Less Dep/Reimb * D-Payments odom: 50010 8
Less Payments 574.24 E-Other Charges Lic#:0028JZP
4 Change Back * F-RA Open Bill-To:
Balance * O-Other Windows N-Notes

OPTION: ______________ PAYMENTS F2=NEXT 4 F4=PREV 4 Page:01
Amount/FOP/#/Exp/Settled Auth#/Amt
Curr Code/Frgn Amt/Exch Rate/DCC? PmtDate/Time/Drw
1 574.24/MC/2223*0011/12-25/N 2 877951/474
3 */*/*/* 4 */*/*
5 */*/*/*/* 6 */*
7 */*/*/* 8 */*/*
9 */*/*/*/* 10 */*
11 */*/*/* 12 */*/*
13 */*/*/*/* 14 */*
15 */*/*/* 16 */*/*


Pressing (ESC) to exit the Payments subwindow or pressing F1 to save the RA will automatically cause a request for the additional amount needed.

As the charge amount exceeds the original authorized amount, a new request is made for the additional amount as an Incremental Auth.

OPTION: __ RA CLOSE #96000046

1 Miles/Fuel/Chg 50150/5/71.57/P 5 Empl/Drw AMG/101
Inclusive Rate 387.48 6 Notes *
Other Charges 154.35 FOP MC 2223*0011 12-25
2 Discount *
3 Tax/Surcharge 32.41 A-T&M Charges name:GODA
Subtotal-1 574.24 C-Option Charges date:15-03-20 2008
Less Dep/Reimb * D-Payments odom: 50010 8
Less Payments 574.24 E-Other Charges Lic#:0028JZP
4 Change Back * F-RA Open Bill-To:
Balance * O-Other Windows N-Notes

OPTION: ______________ PAYMENTS F2=NEXT 4 F4=PREV 4 Page:01
Amount/FOP/#/Exp/Settled Auth#/Amt
Curr Code/Frgn Amt/Exch Rate/DCC? PmtDate/Time/Drw
1 574.24/MC/2223*0011/12-25/N 2 877951/474
3 */*/*/* 4 */*/*
5 */*/*/*/* 6 */*
7 */*/*/* 8 */*/*
9 */*/*/*/* 10 */*
11 */*/*/* 12 */*/*
13 */*/*/*/* 14 */*
15 */*/*/* 16 */*/*
AMT 100.24 EXCEEDS AUTH ON FOP MC -REQUEST?Y/N (469) Y

After entering "Y" and pressing (RET), the following message will display:

OPTION: __ RA CLOSE #96000046

1 Miles/Fuel/Chg 50150/5/71.57/P 5 Empl/Drw AMG/101
Inclusive Rate 387.48 6 Notes *
Other Charges 154.35 FOP MC 2223*0011 12-25
2 Discount *
3 Tax/Surcharge 32.41 A-T&M Charges name:GODA
Subtotal-1 574.24 C-Option Charges date:15-03-20 2008
Less Dep/Reimb * D-Payments odom: 50010 8
Less Payments 574.24 E-Other Charges Lic#:0028JZP
4 Change Back * F-RA Open Bill-To:
Balance * O-Other Windows N-Notes

OPTION: ______________ PAYMENTS F2=NEXT 4 F4=PREV 4 Page:01
Amount/FOP/#/Exp/Settled Auth#/Amt
Curr Code/Frgn Amt/Exch Rate/DCC? PmtDate/Time/Drw
1 574.24/MC/2223*0011/12-25/N 2 877951/474
3 */*/*/* 4 */*/*
5 */*/*/*/* 6 */*
7 */*/*/* 8 */*/*
9 */*/*/*/* 10 */*
11 */*/*/* 12 */*/*
13 */*/*/*/* 14 */*
15 */*/*/* 16 */*/*
101.00 REQUEST MADE ON CARD MC (790)PRESS RETURN

After pressing (RET) again, the approval code message will display.


Using a different card

If the renter wants to change credit cards or use a second card for part of the charges, start a new payment line by entering just the amount to be charged to the second card in the first field of the payment line. Then press the F11 function key. That will activate the PIN Pad device so that the cardholder can insert or swipe their card. If an authorization is received, all of the other fields for that payment will be filled in automatically by pressing F12.

C. EDITING A CLOSED RA - REFUND USING THE CREDIT CARD # PICK LIST

To give a refund when editing a closed RA, note that the refund is not automatically entered in the Payments subwindow.


OPTION: D_____________ EDIT CLOSED RA #96000045
1 Miles/Fuel/Chg 50010/1/71.57/P 5 Empl/Drw AMG/101
Inclusive Rate 39.13 6 Notes *
Other Charges 386.35 FOP MC 2223*0011 12-25
2 Discount * 7 Date/Time 26-03-20/1923
3 Tax/Surcharge 27.43 A-T&M Charges name:MO
Subtotal-1 452.91 C-Option Charges date:25-03-20 1911
Less Dep/Reimb * D-Payments odom: 49881 8
Less Payments 731.41 E-Other Charges Lic#:0028JZP
4 Change Back * F-RA Open Bill-To:
Balance -278.50 O-Other Windows N-Notes

OPTION: ______________ PAYMENTS F2=NEXT 4 F4=PREV 4 Page:01
Amount/FOP/#/Exp/Settled Auth#/Amt
Curr Code/Frgn Amt/Exch Rate/DCC? PmtDate/Time/Drw
1 731.41/MC/2223*0011/12-25/N 2 571438/732
3 */*/*/* 4 26-03-20/1923/101
5 */*/*/*/* 6 */*
7


1

Place the cursor on the next available field (in this case, Field 5) and enter the refund amount with a minus sign.
Place the cursor in the Card # field (5c) and press Shift/F7. That will bring up a credit card # pick list. Select the card number to be refunded.


OPTION: D_____________ EDIT CLOSED RA #96000045
1 Miles/Fuel/Chg 50010/1/71.57/P 5 Empl/Drw AMG/101
Inclusive Rate 39.13 6 Notes *
Other Charges 386.┌───────────────────────────────────────────────────┐-25
2 Discount * │ CUSTOMER CREDIT CARDS │
3 Tax/Surcharge 27.4│ CC Number FOP Exp.DT Source │
Subtotal-1 452.┌───────────────────────────────────────────────────┐
Less Dep/Reimb * │ 2223*0011 MC 12-25 CUST# Z42LZX │
Less Payments │ │
4 Change Back * │ │
Balance -│ │
│ │
OPTION: 5_____________ │ │ 01
Amount/FOP/#/Exp/Set└───────────────────────────────────────────────────┘
Curr Code/Frgn Amt/Ex
1 731.41/MC/2223*0011/12-25/N 2 571438/732
3 */*/*/* 4 26-03-20/1923/101
5 -278.50/*/*/*/* 6 */*
7 */*/*/* 8 */*/*
9 */*/*/*/* 10 */*
11 */*/*/* 12 */*/*
13 */*/*/*/* 14 */*
15 */*/*/* 16 */*/*

1


The Card details will now populate the fields as shown below:


OPTION: 5_____________ PAYMENTS F2=NEXT 4 F4=PREV 4 Page:01
Amount/FOP/#/Exp/Settled Auth#/Amt
Curr Code/Frgn Amt/Exch Rate/DCC? PmtDate/Time/Drw
1 731.41/MC/2223*0011/12-25/N 2 571438/732
3 */*/*/* 4 26-03-20/1923/101
5 -278.50/MC/2223*0011/12-25/N 6 */*
7 */*/*/* 8 */*/*
9



1


Press (Esc) to exit the Payment sub-window and press F1 save.

The refund will be processed when the RA is posted and settled.


D. CREDIT CARD # THE PICK LIST VS UNMASKING

The unmasking features in CARS+ (by pressing Shift/F4; user code and password) will work only on the private label cards. Major credit cards cannot be unmasked (both those that were chip read or swiped). The credit card number is never stored in CARS+. Even major credit card numbers that are manually keyed directly into CARS+ are sent out to be encrypted and are not stored in CARS+. NOTE: This feature obviously reduces your PCI exposure to almost zero.

Use the credit card # pick list pop-up window to select a card to charge or refund after the fact.

WARNING: Since only the first four and last four characters of the card are stored in CARS+, an exact match CANNOT be done to a 16-character credit card number. With the eight middle characters unknown it is mathematically possible for there to be 10 million cards with the same first and last characters of the card you are interested in. Therefore do not assume that the card displayed in this search is the card you want. Use the displayed expiration date and Customer number to verify that the correct card has been found. This is especially true if more than one card is found.


E. RESERVATIONS

RESERVATION DEPOSIT - CUSTOMER PRESENT (CARD PRESENT)


Process a reservation deposit the same as a deposit on a RA. In field 1, enter the amount of the deposit. Example below is 100.


OPTION: ______________ DEPOSITS SHIFT-F7=FOP SEARCH
Cur/Req Amt */*
Amount/FOP/#/Exp/Settled Auth#/Amt
Curr Code/Frgn Amt/Exch rate/DCC? PmtDate/Time/Drw
1 100.00/*/*/*/* 2 */*
3 */*/*/* 4 */*/*
5 */*/*/*/* 6 */*
7 */*/*/* 8 */*/*
9 */*/*/*/* 10 */*
11 */*/*/* 12 */*/*
F2=SWIPE F11=REQ AUTH F12=CHK AUTH


Press F11 to request an authorization.
This will activate the PIN Pad device which will instruct the customer to place their chip card in the device.
Press F12 to check the authorization.


RESERVATION DEPOSIT - CUSTOMER NOT PRESENT (CARD NOT PRESENT)

In field 1, enter the amount of the deposit, the card number and expiration date directly into CARS+. Example below is 250.

OPTION: ______________ DEPOSITS SHIFT-F7=FOP SEARCH
Cur/Req Amt */*
Amount/FOP/#/Exp/Settled Auth#/Amt
Curr Code/Frgn Amt/Exch rate/DCC? PmtDate/Time/Drw
1 250.00/*/5121999999991234/1022/*/* 2 */*
3 */*/*/* 4 */*/*
5 */*/*/*/* 6 */*
7 */*/*/* 8 */*/*
9 */*/*/*/* 10 */*
11 */*/*/* 12 */*/*
F2=SWIPE F11=REQ AUTH F12=CHK AUTH

Then Press F11 to request an authorization.

In CARS+, Press F12 – Check authorization

If authorized, the authorization details will populate the fields in CARS+.

F. CHANGING BETWEEN WORKSTATIONS

On a rental counter with more than a single workstation, it is rare that an employee stays at a single workstation during their entire shift. Due to breaks, phone calls or responsibilities away from the counter, rental agents often must work at several workstations during the course of their day. Moving between workstations is supported within CARS+. But with the use of EMV devices there can be a challenge. At this point, please review the set-up instructions for the Edit Terminal Records earlier in this chapter. You must know if EMV devices are referenced in the Edit terminal records file..

If you have defined EMV devices for work stations in Edit terminal Records, you can move between terminals without any additional work. That is because the system knows for an example that workstation LAX-1 uses EMV device LAX-1.

But if your have not assigned EMV devices to work stations in Edit terminal Records, when you change workstations you MUST use Change User Environment to tell the system the device name of the EMV device that is attached to your present workstation. Otherwise, the system will not "know" that you have moved and will continue to use the EMV device attached to your former workstation.

G. SHARING A SINGLE EMV DEVICE BETWEEN MORE THAN ONE WORKSTATION

CARS+ does support the sharing of a single EMV device between more than one workstation. But obviously, it can only be used by a single rental customer at a time. If workstations share an EMV device, which ever workstation presses F11 first takes control of the device until the renter is told to remove their card and it is removed. If during the time a device is in use, a second workstation presses F11, they will receive a DEVICE IS IN USE message. The F11 will be ignored, and the second user will have to press F11 a second time once the device is free.

H. VOID RA

When an RA is voided in Cars+ the authorization that was previously received will automatically be reversed or cancelled. (It is important to note that not all banks recognize authorization reversals or cancellations.)


G. MULTIPLE INVOICED RENTALS

The Multiple Invoiced Rentals logic was designed with the assumption that the RA would be a direct bill. CARS+ EDC clients using a Payments Service processor (currently Worldpay, Windcave and Stripe) can configure CARS+ to request authorizations or take deposits upon each cloning. Please refer to the Multiple Invoiced Rentals chapter for details. CARS+ EDC clients using other card processors will, after the RAs have been processed via the Multiple Invoiced Rentals program, need to access the closed RA in Edit Closed RA and enter the payment details. Additionally, the newly cloned RA must be brought up in RA Open and a new authorization obtained.




IV. WHAT TO DO WHEN THERE IS A PIN PAD DEVICE FAILURE

If the PIN Pad device becomes non-operational:

And you have more than one EMV device at the counter: use Change User Environment to redirect your session to one of the remaining working devices. CARS+ does support workstations sharing the same device.

And you DO NOT have additional EMV devices at the counter: manually key the card information directly into the appropriate CARS+ screen. Then seek the authorization by pressing F11. Be aware that although you can always manually enter credit card numbers in CARS+, those transactions will be treated by the card issuer as "card not present" transactions and will be subject to a higher processing fee.

If a chip card cannot be read, do not use the swipe reader on the EMV device. Although cards with a chip also have a magnetic strip, they cannot be swiped, the EMV device will reject any chip card that is swiped. Instead, if a chip card cannot be read, manually key the card information directly into the appropriate CARS+ screen. Then seek the authorization by pressing F11. But be aware, the reason the chip might not be readable may be because it is a fraudulent card, watch the auth response carefully. Although you can always manually enter credit card numbers in CARS+, those transactions will be treated by the card issuer as "card not present" transactions and may be subject to a higher processing fee and no chargeback protection.

V. TRANSITION PERIOD

When initially switching to using a PIN Pad device, there will be a transition period. Credit cards that we originally authorized by some method other than through the PIN Pad must be settled using your former acquirer. Only cards that are authorized by a PIN Pad can settle with the PIN Pad acquirer. This means that for a period of time it will be necessary to settle two batches of credit card transactions each day.

For example:

If use of the PIN Pad devices started April 1st

RAs that close on the 1st, but were pre-authorized before the 1st, will be in the batch for the old acquirer.

RAs that both opened and closed on the 1st will have their transactions in the batch for the new acquirer.

Obviously, over time the batches to the old acquirer will grow smaller and smaller as the batches for the new acquirer contain all current transactions.

NOTE: It is not necessary to switch all rental locations to using PIN Pads at the same time. The roll-out can be by location. CARS+ can support two different acquirers at the same time if they are assigned by location.

Important Information for sites switching from an Offline system to Payment Service

For locations switching to Pin Pad device from an offline system, it is important that any Refunds processed are flagged as "Settled=Y" ( C sub-window or D sub-window) if they have been processed via the offline system. CARS+ will assume that these Refunds will be processed via the new Payment Service if they have not been flagged. Any transaction flagged as "Settled=Y" will show on the Settlement Report as "Manually Settled".

If additional authorisation ( incremental) is required at the time of CLOSE and the main auth was taken offline ( location now switched to payment service), user must process additional authorisation OFFLINE and record the manual AUTH in RAOPEN before closing the rental agreement.