Understanding of Credit Card 1. Outline of Credit Card Service 2. Overseas Use of Our Credit Card 1) Outline of Credit Card 2) Distinction between Credit Card and Other Cards 3) Classification of Credit Card 3. Invalid Credit Card 4. Emergency Service 5. Appeal Process 1) Transaction authorization 2) General Use 3) Cash Advance 4) Cash Advance at Counter of Our Overseas Br. 5) Deposit Withdrawal 6. Overseas Chargeback Process
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Understanding of Credit Card 1. Outline of Credit Card Service 2. Overseas Use of Our Credit Card 1) Outline of Credit Card 2) Distinction between Credit.
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Understanding of Credit Card
1. Outline of Credit Card Service
2. Overseas Use of Our Credit Card
1) Outline of Credit Card2) Distinction between Credit Card and Other Cards3) Classification of Credit Card
3. Invalid Credit Card
4. Emergency Service
5. Appeal Process
1) Transaction authorization2) General Use3) Cash Advance4) Cash Advance at Counter of Our Overseas Br.5) Deposit Withdrawal
6. Overseas Chargeback Process
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Understanding of Credit Card
• DefinitionPayment card with which one can purchase goods or services at credit card merchants and one can make deferred payment of the amount after a certain grace period
1. Outline of Credit Card Service
(1) Outline of Credit Card
[ Basic Model for 3-way Transaction
(2) Distinction between Credit Card and Other Cards
Card with a function of simply processing deposits & withdrawals of cash
Debit Card
Check Card
Payment card whose funds are withdrawn directly from the cardholder's checking accountat the time of sale (excluding quasi-cash securities or vouchers). Transactions arePIN-based and permitted within the balance of a connected checking account.
Although it is the same as debit card, it can be used at credit card merchant by signature method. It refers to the debit card developed and specialized in Korea that can provide some credit line.
Prepaid CardIt is the card that can provide goods or services within the amount stored by electronic or magnetic method. In a broad sense, it is included in debit card.
Cash Card
Transaction Model of Credit Card
Issuance of Card/Request for payment
Application for Issuance
of Card/Payment of Charge
Transaction authorization/ Payment for sales
Request for transaction
authorization/ Submission of Sales Slip
Presentation of Card/ Signing on sales slip
Provision of goods, services/ Issuance of sales slip
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• Credit Card– Deferred payment according to certain grace period– In case of a international brand card, it can be used instead of cash at merchants worldwide– Signature method, not PIN (except for cash advances at ATM)– Fund Accommodation Function
• Cash Advance Function • Card Loan Function• Deposit withdrawal is available at overseas ATM
– Revolving Payment Function
• Debit Card– Direct payment from connected payment account upon the purchase of goods or services– Can only be used in debit card merchant– Used by means of PIN input – Deposit (Cash) Withdrawal Function– No Fund Accommodation Function
• No Cash Advance & No Card Loan– Deposit withdrawal is available at overseas ATM
• Check Card– Direct payment from connected payment account upon the purchase of goods or services– No Fund Accommodation Function
• No Cash Advance, No Card Loan– Use at Credit Card Merchant (Signature Method)
• Although it was developed to be used mostly at domestic credit card merchant,“The One Check Card” can be used at credit card merchants worldwide.
• Certain credit line is available at the time of using public transportation
– Deposit withdrawal is available at overseas ATM
• Prepaid Card– Pre-pay certain amount and purchase the card – Used within the balance – KEB has been providing “World Cash Card” (Master Card) that can be used worldwide.
• Cash Card– Deposit withdrawal from & deposit into a deposit account linked – By means of PIN input
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(3) Classification of Credit Card
Brand Member ClassNo. of Concerned
PartyRegion for Use
VISA Card Master CardJCB Card
Consumer CardCommercial Card
Classic Card
Gold Card
Platinum Card
Signature Card
Infinite Card
2 Party Card3 Party CardMulti-Party Card
Domestic Use OnlyDomestic & Overseas Use
[Card Brand Distinction by BIN
Account Number is composed of 13, 16, 19 digits, etc
• Card No. & BIN- BIN (Bank Identification Number) is assigned and managed to separate card brand from issuer under the regulations of international card headquarters per brand - BIN is composed of a total of 6 digits including Prefix No. (4 digits) for each brand and bank identification code (2 digits)- Account No. System
Section Account No. Remarks
VISA
Individual Member
Signature 4182 36
4207 01, 4640 92 are Business CardPlatinum 4119 04 4207 01
Gold 4599 50 4640 92
Classic 4599 00
Corporate Member
Purchasing Card 4336 89 4804 43 4804 43 is exclusive for Post Card
Corporate Card
Signature 4182 37
Platinum 4207 07
Gold 4336 92
Classic 4336 93
MasterCard
Individual/Corporate Member
Gold 5404 97 5181 85 Use without distinction of individual & corporate until 2007.105181 85, 8182 83 are exclusive for EZ cardStandard 5436 17 5182 83
법인회원특별카드 - 2007 년 4/4 분기 이후 법인회원 BIN 별도
발급 예정일반카드 5566 59
JCB
Individual Member
Gold 3568 01
Standard 3568 00
Corporate Member
Gold 3568 03
Standard 3568 02
Domestic Only
Individual Member
Gold 9410 50
Classic 9410 00
Corporate Member
Gold 9410 05
It can only be issued as special cardPerchasing Card
9410 56
9410 57
Credit Card
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Section Account No. Notes
VISAIndividual Member
Gold 4599 31
Classic4599 304655 835898 18
4655 83 is I&World card5898 18 is debit card in PIN method
Domestic Only
Individual Member
Gold 9410 52
Classic 9410 51
Corporate Member 9410 53
Section Account No. Notes
Domestic Only Yes Gift Card 9430 62
MasterCard World Cash Card
6007-9346-10(Account No. is 19
digits, BIN is 10 digits)
Although it is Master Card Prepaid Card base, it can be used in overseas Master Card Maestro Merchant via the Maestro debit card network.
•VISA -Debit Card : Pin type, deposit withdrawal at overseas ATM -Check Card : Signature type, deposit withdrawal at overseas ATM ( The One Check Card can be used in overseas credit card merchant)•MasterCard : Not issued
•Applicable Cards -All credit cards for domestic & overseas use -“The One Check Card” among Check Cards - “World Cash Card”
•Credit Line -Credit Card : Both individual/corporate customers can use the card within the total credit line (domestic use + overseas use) -Check Card : Not exceeding the deposit balance
•Use -Worldwide credit card merchant of each brand where trade mark on the right is attached
•Method -Signature type
•Application of Exchange Rate - Charge to Credit Card = (Charge (USD) + ( 1% of Charge)) * (Telegraphic Transfer Selling Rate + Exchange commission for 45 days)
•Overseas Floor Limit Transaction -In case of overseas use of credit cards, a credit card can be used by no-authorization method with confirmation of CRB in a merchant related to the travel industry -Floor Limit amount differs depending on region and country. Generally transactions involving USD500
•STIP (Stand in Process) -In case KEB cannot authorize a transaction due to system error, authorization time-out, etc, the international card headquarters performs the authorization on our behalf.
•Applicable Card - Out of all consumer/corporate cards for domestic & overseas use, “card in the name of executive/employee” where individual cardholder’s name is printed on the front side. Business Card for the owner (service unavailable for employees)
•Credit Line -Credit Card : Within the cash advance limit (part of a total credit line)
•Application - Worldwide Global ATM (Automated Teller Machine) where trade mark on the right is attached - KEB branches, banks handling international brand cards - KEB website
•Method -ATM : PIN input - KEB branches, banks handling international brand cards: Drawing of Cash Disburse Draft -Internet : Certificate Method -Cash advance at an overseas branch of KEB (refer to the next page)
•Application of Exchange Rate- Charge to Credit Card = (Charge (USD) + ( 1% of Charge)) * (Telegraphic Transfer Selling Rate + Exchange commission for 45 days)
(3) Cash Advance
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(4) Cash Advance at counter of our overseas branch
•Flow : ID verification (identification with photo such as passport, driver’s license, etc) Our transaction authorization Telex or Call(82-2-524-8100) cash disburse draft drawing Input KIBS information USD Payment•Cash Disbursement Transaction Receipt
– It is composed of 2 sheets, 1 for the card holder and 1 for the bank. In case of card imprinting and writing statement, use 2 sheets together.
– Imprinting of actual card on cash disbursement receipt– Write check digit (Check whether the first four digits of the card number imprinted on the card are consistent
with the 4 digit numbers printed on the bottom)– Type and No. of identification such as passport, driver’s license shall be written on the cash disbursement
receipt (in case of JCB, you must write down passport no.)– Write transaction authorization no. notified from our transaction authorization center.– Write other information on cash disburse draft– Signature of the principal (Check whether the signature is the same as that on the card. Account password is
unnecessary.) •Storage of cash disbursement receipt
– cash disbursement receipt is kept for 5 years.– When the home country requests a copy, send it via fax
(5) Deposit Withdrawal
•Applicable Card : All credit cards for domestic & overseas uses with cash card function out of cards which use KEB deposit account for settlement
– Check Card, Debit Card, •Credit Limit
– Credit Card, Check Card : Within the balance of deposit account •Application
– Withdrawal in local currency from worldwide Global ATM where trade mark on the right is attached
※ Deposit withdrawal at KEB counter overseas is only available when registered for service “overseas manual deposit & withdrawal service” before departure.
•Method – ATM : PIN Input
•Application of Exchange Rate– Amount = (Withdrawal (USD) + (For each country/ withdrawal amount 2~3.5$)) * (Telegraphic Transfer
Selling Rate + Exchange commission for 45 days)
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3. Invalid Credit Card
•Concept“Invalid Credit Card” refers to the card suspended of transaction due to loss & theft or due to overdue payment etc
※ Does not necessarily that the issuance of the card itself was invalid from the beginning.
•Cautions in Overseas Loss & Theft Report & Suspension of Transaction
− One who received the loss & theft report through phone or visit, etc at overseas counter of KEB shall process it by making calls to the transaction authorization center of the bank (82-2-524-8282) or instruct the cardholder himself/herself to directly report such loss to the bank.−In case of reporting at counter, instruct the customer to directly state contents of the accident (who, when, where, how, etc), send it via fax to the home country and contact via phone.−After confirming whether request for emergency service is made, help the customer receive re-issued card so that he or she can continue to use the card in a foreign country. −In case a person other than a cardholder himself makes a report, instruct him to directly call the home country to verify the identity of the person, relationship to the cardholder, etc.−In case the cardholder requests compensation, instruct him or her to directly draw up the appeal & compensation request, send it via fax and make a phone call in person. −In case of receiving a request to cancel the loss & theft accident report, inform him of our website or instruct him to directly make a phone call to the home country−In case an overseas branch received the accident report or request for cancellation, obtain a copy of the identification and copy of the front & back of actual card with signature after ID verification, send fax to the home country and contact via phone.
In case there is purchase attempt with overseas floor limit after report of overseas loss & theft
In case there is overseas authorization attempt after overseas loss & theft, it is registered to prevent the stand in process
Register Effect
Recognition of charge back of issuer regarding the transaction less than Floor Limit
No recognition of charge back of issue regarding the transaction less than Floor Limit
However, charge back is available in USA when Exception File is registered
※ In the US, Paper CRB is not issued. Instead, the NCRF (National Card Recovery File and Electronic Bulletin File are operated.
※ Exception file: Not only invalid cards but also preferred cards are registered.
−“Invalid Card Statement” is a booklet containing the account no. of cards suspended of transaction due to loss & theft, forgery & fabrication, overdue, overdue, bankruptcy, etc. −Domestic transaction does not recognize the floor limit, thus invalid card statement is not drawn up based on the all transaction authorization policy.−In case of overseas transactions, stand in process or floor limit for each country is operated thus invalid card is registered with selection to invalid card statement/exception file operated by each branch to prevent the false use overseas −Name per brand
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4. Emergency Service
•Contents of Service
− The card business of each brand provides the following services when a cardholder requests help due to emergency during overseas stay.−Distinction of Service
* Emergency Card Replacement Service (ECRS): A customer who requests emergency re-issuance due to loss, theft, damage to magnetic, etc. can receive a new one in a foreign country he or she is staying. * Emergency Cash Advance Service (ECS) : A customer who requests emergence re-issuance due to loss, theft, damage to magnetic, etc. and receives a new one can get emergence cash advance at counter of our overseas branch.
•Service Providing Institution−VISA Headquarter : GAC (Global Assistance Center)−MasterCard Headquarter : VSC (Voice Service Center)−JCB Headquarter : JCB Plaza−Transaction Authority Center of Our Bank (82-2-524-8100)
•Service Applicable Card
−All Credit Card for Domestic & Overseas Use−“The One Check Card” among Visa Check Cards−“World Cash Card” among MasterCard Prepaid Cards
Overseas Use of Our Card Domestic Use of Overseas Card
① Request for emergency card• emergency cash advance
- Request via phone (direct request of cardholder to our bank, request at counter of our oversea branch)
- Request from VISC (request of cardholder through Visa center)
② Determination on provision of emergency card• cash advance
- Make a decision on emergency service provision in light of information of the cardholder
③ Notification of the provision of emergency card• cash advance
- Numbering of emergency account no. and authorization no. and notification to VISC
④ Issuance• supply of emergency card• cash advance
- Emergency card production & provision to cardholder through VISC
- Provide emergency cash advance to cardholder through VISC
⑤ Confirmation of the provision of emergency service through VISC
① Request for emergency card• cash advance
- Request from VISC (Request of VISC to perform emergency card and emergency cash advance service)
② Production of emergency card
- Production of emergency card manually at our issuance & application division
- Or proxy by Visa Global Customer Assistance
③ Supply emergency card• cash advance
- Provide the emergency card to cardholder
- Request for cash advance to KEB branch convenient for cardholder
④ Notification of the provision of emergency card• cash advance
- Notification of the provision of emergency service to VISC
※ VISC (Visa International Service Center)
It is a type of customer support center by GCAS (Global Customer Assistance Service) of VISA and it is located in Baltimore, Maryland of US (stand in process in case our bank cannot provide service)
※ When a cardholder who received emergency card re-issuance service requests re-issuance after returning to the home country, such re-issuance is processed after collecting the emergency card.
※ Either refer the request to the transaction authorization center or instruct the customer to contact the issuer in the home country.
Emergency Service Flow
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5. Appeal Process
•Concept of Appeal ProcessIt is to request the investigation or handling to KEB via mail, phone, internet or FAX, in case payment for goods or services is made differently from the intention of the cardholder or payment is charged for goods or services the cardholder did not purchase.
※Use of card by card loss & theft and card counterfeit, etc. is classified as card accident not general appeal. Therefore, it is received and processed based on the “card accident appeal and compensation request”
•Main causes of appeal– Cancelled Recurring Transaction– Incorrect Transaction Amount– Duplicated Processing– No Cardholder Authorization– Merchandise Not Received/Service Not Provided– Credit Not Processed– Paid by Other Means– Defective Merchandise / Not As Described– Non-receipt of Cash at ATM
• Request for sales slip for verification process
■ Receipt of appeal in charge for overseas use (refer to i-Rose card document form)-After receiving “KEB card charge appeal (form) from the cardholder,
- Send “KEB card charge appeal” and transaction verification (sales slip, refund slip, contract, etc) to card service support team via FAX
■ Caution in receiving appeal in charge for overseas use - Accurately fill in the form, “KEB card charge appeal.”
(Especially, contact no. of the cardholder, account no, contents of appeal, etc)
- Since dispute settlement process generally takes 2~4 months, fully inform the cardholder of the process to prevent the unnecessary complaints in advance.
- The dispute settlement is processed only within the date prescribed by each international card headquarters (at least within 30 days), thus it is necessary to check whether the processing date has lapsed when receiving the appeal from the cardholder. It shall not pass chargeback time limit due to omission in the receipt, etc.
- When receiving the appeal from the cardholder, you shall send the refund slip, certificate for the goods returned, transaction slip, etc. submitted by the cardholder together with the “Personnel in charge of KEB card appeal for overseas use” to card service support team via FAX(82-2-524-8055) since it may be utilized as important data in progressing chargeback in the future.
- When sending documents via fax, make a phone call to staff in charge as well to ensure the correct transfer.
•Reference
- Personnel in charge of ATM cash withdrawal appeal : Manager Seungjo Choi (82-2-524-9964)
- Personnel in charge of credit card appeal : Manager Gyusuk Jeong (82-2-524-8358), Senior Clerk Jaegyun jeong (82-2-524-8936), Senior Clerk Hyeonhyun Kim (82-2-524-8359)
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[ 1]별 지 담당 책임자
외환은행카드 사용대금 이의신청서
( ) 부 팀 앞 : ( )취급점포 부 지점
( )회원
카드번호 성 명
주 소 전 화
( )이의신청 거래내역
거래일자 금 액
현지통화 미 화
※ .국내에서 원화로 사용하신 경우에는 원화란에만 기재함
.아래와 같이 이의신청 또는 거래증표 사본을 신청합니다
□ .상기거래의 확인 또는 이의신청 자료로 사용하기 위하여 거래증표사본을 신청합니다
□ .상기 거래에 대하여 첨부서류를 갖춰 이의 신청합니다
: 이의신청 사유
※ .이의신청 사유서는 뒷면에 별도 기재하여 주시기 바랍니다
※ 유의사항
1. 이의신청 또는 거래증표사본의 신청은 해당 거래대금의 지정결제일 이전까지 하셔야 하며 동 기
VI SA I nt ' l Regul at i on MasterCard I nt ' l Regul at i on 간이 경과한 이후에 신청함으로써 및 또는
카드사간의 협정에서 정하는 부도반환 기간이 경과하여 대전회수를 못할 경우에는 당사는 일체
.의 책임을 지지 않습니다
2. 이의신청 사유가 회원의 귀책으로 판명될 경우 해당기간 동안의 소정의 연체료를 부담하셔야 합
. 1 , 2 .니다 위와 같이 신청하며 상기 항 항에 대하여 이의가 없음을 확인합니다
년 월 일
( ) : ( )신청인 회원 성명 인
: 카드상의 서명
첨부서류
1. 카드사용대금명세서 사본
2. ( )관련증빙서류 회원용 거래증표 사본 등
3. ( )국외사용분인 경우 회원 영문확인서 소정양식
DP- A- FM- 055(2000, 6 , 210x297)월 제정 1/ 2
원 화가맹점명 결제일
[Annex 1]
Appeal Against Charge in KEB Card
Personnel in Charge
Personnel With Authority
To division (team) Handling Branch: (Div.) Branch
(Cardholder)
Account No.
Address
Name
Phone
(Contents of Transaction)
Date of Transaction
Amount
Local currency USD KRW
Name of Merchant Date of Settlement
If the transaction was made in won in Korea, please fill in the section, KRW only.
I hereby file an appeal or request a copy of the transaction slip as follows.
□ I request a copy of the transaction slip to confirm the above transaction or to use it as data for the appeal.
□ I file an appeal regarding the above transaction with attached documents.
Cause of Appeal:
Cause of appeal shall separately be written on the back.
•Caution 1. Request for appeal or a copy of transaction slip shall be completed before the assigned date of settlement for the charge and KEB shall bear no liability whatsoever if charge cannot be returned due to lapse of charge-back time limit prescribed in VISA Int’l Regulation or MasterCard Int’l Regulation or agreement between card companies by sending a request after the date of settlement. 2. When cause of appeal turns out to be attributable to the cardholder, he or she shall pay late payment fees incurred during the period. I hereby request as above and certify that there is no objection to Items 1 and 2.
year month day Name of Applicant (Cardholder): (seal) Signature on Card:
Attached Documents
1. A copy of card charge statement2. Relevant verification documents (a copy of the transaction slip for cardholder, etc)3. In case of overseas use, English version of the confirmation of cardholder (form)4. DP-A-FM-055 (revised 200.06, 210X297)
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※ .신청서 접수시 카드발급점이 아닌 경우에는 관련서류를 즉시 발급점 앞으로 송부하여 주시기 바랍니다
이의신청 사유서 ※ .육하원칙에 따라 기술하여 주시기 바랍니다
DP- A- FM- 055(2000, 6 , 210x297)월 제정 2/ 2
In case non- card issuer receives the request, please send relevant documents to the issuer immediately.
Cause of Appeal Please make statements according to the six principles for report writing.
DP-A-FM-055 (revised 2000.06, 210X297)
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6. Overseas Chargeback Process
Overseas Chargeback Process Flow
■ Procedures for dispute resolution regarding the overseas use of KEB cards & domestic use of overseas cards - Chargeback refers to the return of the transaction amount to the purchasing bank (purchaser) with the purchased transaction from purchasing bank (purchaser) denied of payment from the cardholder or issuing bank (issuer) - Representment is the procedure where the purchasing bank (purchaser) verifies the improperness of returned chargeback denied of payment from the issuing bank (issuer) or cardholder and legitimacy of a claim. - Procedures for dispute resolution regarding the overseas use of KEB cards & domestic use of overseas cards come down to the processing of chargeback and representment as above. - The procedures for dispute resolution are processed as prescribed in the regulations of each international card headquarters (VISA, MASTER, JCB). ■ Reference : Regulations of each brand - VISA : Dispute Resolution Rules - MASTER : MasterCard International Chargeback Guide - JCB : JCB International Operating Manual