Contact & Service

Important information about card payments.

Contact & Service

Important information about card payments.

We are always receiving queries about card payments. We would like to answer the most frequently asked questions in this field:

Prior to payment.

On data protection grounds, cardholders must be notified, prior to using their card at the checkout, about debit card and signature-based payments. The trading company is contractually obliged to visibly display in front of the cash register an appropriate notice (‘Client information about EC direct debit payments via InterCard’).  The notice can be downloaded here:
www.intercard.de/downloadcenter

Your client also receives notification of the data protection provisions on the client receipt for his card payment. The prerequisite is that you use mandate rolls on which the latest InterCard mandate text is printed.

The InterCard acceptance decals contained in the Welcome Letter can be displayed in appropriate places that are clearly visible to your clients (e.g., on the shop door or in the shop window). Decals can be stuck indoors and outdoors.

On legal grounds, for returned direct debits to be processed by InterCard, InterCard mandate rolls must be used. In the event of a returned direct debit, the banks only provide InterCard AG with the cardholder’s address information if the latter has consented to this. This consent is granted by signing the InterCard mandate text printed at the bottom of the reverse side of our mandate rolls The content of the text was agreed on with the banks beforehand.

The latest text can be consulted here:  www.intercard.de/rollenbestellung

When you need new mandate rolls for your terminal, you can order them from us quickly and easily. To do this, please use one of the following options:

T: 0800 10 44 405 (Within Germany)
F: +49 89 61445 3110
E: bestellung@intercard.de

Please use the ‘roll order’ form on our web page:  www.intercard.de/rollenbestellung

 

If you order 10 boxes or more, you will receive a 10% discount.

How to avoid transmission hitches

The terminal is part of the IT infrastructure. The connection to InterCard is made via the telephone or Internet line. The following factors can impair or prevent data transfers:

Power supply: One click to great effect. A main switch for the power supply when the store closes saves energy - but also turns off the telephone line/router.
Please do not unplug the terminal, as automatic cash register interface or software updates are performed in particular at night. If the power supply is switched off, it is not possible to establish a connection between the terminal and InterCard, i.e., if the power supply is disrupted, you receive no credit note for your sales in your account and must manually catch up on the cash register.

Internet: Downloading a video stream, for example, can overload the connection. The same applies to a very large email attachment - best to avoid this during business hours.
 

Telephone connection:

  • Analogue (one line): No telephone, fax or alarm system or terminal is used. Using two devices in parallel does not work.
  • ISDN (two lines): If there are phone conversations taking place in parallel, the terminal cannot establish a connection.
  • GSM- / GPRS: With mobile terminals, as with smart phones, sudden network failures are possible. WLAN and Bluetooth (same frequency band as the terminal), as well as electronic devices in the vicinity, can cause interference - a sufficient clearance usually enhances quality.
  • Telecom retrofits from ISDN to Voice over IP - please beware of the following:

When changing over from ISDN to Internet telephony (Voice over IP), you really must check whether the terminal and router will still be compatible. Terminals that are older than 3 years may have to be exchanged. InterCard’s technical support team provides information:

T: 0800 10 44 405 (Within Germany)
E: support@intercard.de

Please do not unplug the terminal, as automatic sales cuts or software updates are performed in particular at night. If the power supply is switched off, it is not possible to establish a connection between the terminal and InterCard AG. Please get in touch immediately with InterCard AG’s technical support team on telephone 0800 10 44 405 (within Germany).

Please get in touch immediately with InterCard AG’s technical support team on telephone 0800 10 44 405 (within Germany). Even after what appeared only to be attempted burglaries, terminals may have been tampered with, which can cause significant damage.

Payments

IC-vario is InterCard’s smart hybrid system comprising electronic direct debit payments (signature-based ELV) and electronic cash payments (PIN code-based).

With IC-vario, your clients literally pay on the basis of their name, i.e., primarily with their signature. This is because the main feature of this hybrid system is an online-based electronic direct debit system, which we at InterCard have further developed. Its specific feature is that InterCard performs the risk check on your clients’ debit card/girocard payments in place of the banks. We also provide a specific additional service in this area: we provide you with cost-effective cover against the risk of a payment default by purchasing your receivables. On the few exceptional occasions that we refuse to assume a risk, IC-vario automatically takes on the risk. Your clients’ debit card/girocard payments are thus guaranteed via the PIN-based electronic cash procedure.

 

When a signature-based payment is made (ELV®), the cardholder must always sign on the first mandate sheet (merchant copy). With terminal receipts, the text is usually on the reverse side; with many cash register receipts, it is on the front side of the receipt. Please make sure that the client signs on the right side of the receipt (mandate).

The signature of the cardholder on the receipt must be the same as the one on the debit card.  This is the authorising mandate and must be kept by you.

Only signed receipts (mandates) can, where necessary, be used at a later date to recover returned direct debits. The banks only issue address details if a signed receipt is presented. If there is any doubt about the identity of the cardholder, ask him to produce a valid ID document (ID card or passport) and check that the name, gender, signature and photo match.

The second sheet of the receipt (mandate) is for the cardholder (client receipt) and must always be given to the client.

 

If you have doubts about whether someone is 18 or over, ask him to produce a valid ID document (ID card or passport). If the client is still a minor, signature-based debit/girocard payments are null and void if the legal representative has not given his consent. In the event of a returned direct debit, InterCard will not be able to recover the debt and the payment is not secured.

To be able to process contactless payments, you need an NFC-equipped terminal and your terminal needs to have been activated to process contactless credit card payments.

Please pay attention to the following points:

  1. The client's card must bear the contactless symbol.
  2. Only ONE card may be held against the contactless card reader.
  3. The credit card must be held parallel to and a certain distance away from the terminal.

An acoustic and optical signal confirms within a few seconds that the payment has been made. Usually only for payments exceeding 25,- € is a signature or PIN code required for contactless payments.

 

You can download a German overview of the error codes from our homepage at InterCard-Downloadcenter

How to avoid transmission hitches
The terminal is part of the IT infrastructure. The connection to InterCard is made via the telephone or Internet line. The following factors can impair or prevent data transfers:

Power supply: One click to great effect. A main switch for the power supply when the store closes saves energy - but also turns off the telephone line/router.
Please do not unplug the terminal, as automatic sales cuts or software updates are performed in particular at night. If the power supply is switched off, it is not possible to establish a connection between the terminal and InterCard, i.e., if the power supply is disrupted, you receive no credit note for your sales in your account and must manually catch up on the cash register.

Internet: Downloading a video stream, for example, can overload the connection. The same applies to a very large email attachment - best to avoid this during business hours.

Telephone connection:
-    Analogue (one line): No telephone, fax or alarm system or terminal is used. Using two devices in parallel does not work.
-    ISDN (two lines): If there are phone conversations taking place in parallel, the terminal cannot establish a connection.
-    GSM- / GPRS: With mobile terminals, as with smart phones, sudden network failures are possible. WLAN and Bluetooth (same frequency band as the terminal), as well as electronic devices in the vicinity, can cause interference - a sufficient clearance usually enhances quality.

Telecom retrofits from ISDN to Voice over IP - please beware of the following:
When changing over from ISDN to Internet telephony (Voice over IP), you really must check whether the terminal and router will still be compatible. Terminals that are older than 3 years may have to be exchanged.

InterCard’s terminal service team provides information:
T: 0800 10 44 405
E: support@intercard.de

 

Please do not unplug the terminal, as automatic sales cuts or software updates are performed in particular at night. If the power supply is switched off, it is not possible to establish a connection between the terminal and InterCard AG. Please get in touch immediately with InterCard AG’s technical support team on T: 0800 10 44 405.

Please get in touch immediately with InterCard’s technical support team on 0800 10 44 405. Even after what appeared only to be attempted burglaries, terminals may have been tampered with, which can cause significant damage.

After payment.

Sales cuts are important so that you, the merchants, are credited with all the card payments completed on your terminal. After a sales cut has been performed, the sales from the card payments are transmitted to InterCard. InterCard submits the data files generated by this transmission to the payment institutions and the sales are credited to your account.

An automatic sales cut is usually programmed into your terminal, i.e., the terminal performs a sales cut - usually at night. You need do nothing else.

If you have requested manual sales cuts, you will have to launch and perform the sales cut yourself, so that the card payment sales can be transmitted and submitted for crediting to the account. It is a good idea to perform a sales cut every 2 days. To start a manual sales cut, please choose ‘Sales cut’ from the menu on your terminal and following any instructions.

 

The receipts signed by the cardholders must be kept in chronological order for at least 6 months as of the purchase date. Should a direct debit be returned, you will be asked to provide the relevant receipt so that it can be further processed by InterCard. 

If you have no payment guarantee and would like to submit a returned direct debit to be processed by InterCard, we have on our homepage  www.intercard.de/downloadcenter the form called „Einreichung einer Rücklastschrift“.

  1. Make a copy of the direct debit mandate signed by the client (front and back of the mandate), as well as the bank statement showing the chargeback.
  2. Fill in the form and send it without delay along with the original of the mandate -  you keep the copy -  and the copy of the bank statement by post to:

InterCard AG
Rücklastschrift - Service
Mehlbeerenstraße 4
82024 Taufkirchen/Munich
Germany

Ask the client to immediately call InterCard’s Chargeback Service on the following free phone number: 0800 10 44 400 or to the following email address  karteninhaber@intercard.de. Please do not accept any payments from your client, as additional costs incurred as a result of the returned direct debit must also be paid by the client. Only InterCard, as the processing body, knows the full amount of the additional costs.


Should the payment of the returned direct debit nonetheless be made, please notify InterCard without delay. For this purpose, please use the ‘Notification of the Payment of a Returned Direct Debit’ form, which can be found at: www.intercard.de/downloadcenter

Please immediately call InterCard’s Charageback Service for Merchants on 0800 10 44 400 or by email to rls@intercard.de.

Contact us.

T: +49 89 61445 - 494
E: vertrieb@intercard.de