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SHELL TRANSACTION CARD GUIDEDISCLAIMER:Visit Shell Source (www.shellsource.com) to obtain the current version of this guide.The terms and information in this guide may have changed, including, but not limited to,the following: New Shell MasterCard Authorization Phone Number – page 5 Manual Transaction Submittal Timeframe – page 43 Sales not Captured Submittal Timeframe – page 32 Credit Card Settlement Processing Schedule – page 7THIS GUIDE (REV. 10-11) SUPERSEDES ALL PRIOR ISSUES Copyright 2011 Shell Oil Products US. All rights reserved.1
TRANSACTION CARD GUIDETABLE OF CONTENTSSectionPage1INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42IMPORTANT TELEPHONE NUMBERS . . . . . . . . . . . . . . . . . . . . . . . . . . . .53TRANSACTION CARD PROCESSING FEES . . . . . . . . . . . . . . . . . . . . . . .64CREDIT CARD SETTLEMENT PROCESSING SCHEDULE . . . . . . . . . . . .75HONORING CARDS DIRECTIVE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .86TRANSACTION CARDS ACCEPTEDShell MasterCard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Shell Credit Card/ Shell Select Member Card . . . . . . . . . . . . . . . . . . . . .Shell Fleet Card Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Shell Fleet Plus Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Shell One Station Credit Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Shell Gift Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Shell Canada Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Shell Saver Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .MasterCard/Visa Credit Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Discover Credit Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .American Express Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Diners Club International Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Optional Fleet Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Debit Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9101112141618192122232425277EPOS – OPERATION GUIDELINESGeneral Requirements for EPOS transactions . . . . . . . . . . . . . . . . . . .Use of Service Marks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Request for Copies (RFCO) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Chargebacks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30303031318SALES NOT CAPTURED TRANSACTIONS . . . . . . . . . . . . . . . . . . . . . . . . . . 329CHARGEBACKSTips To Stop Chargebacks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Reasons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3335TRANSACTION CARD FRAUD & SECURITYFraud Prevention Alert . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .PCI/Fines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Fraud Awareness . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Code 10 Authorization Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . .Other Fraud Prevention Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . .One-Station Credit Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Fraud Impacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Fraud Watch Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .373737373738383910THIS GUIDE (REV. 10-11) SUPERSEDES ALL PRIOR ISSUES Copyright 2011 Shell Oil Products US. All rights reserved.2
TRANSACTION CARD GUIDETABLE OF CONTENTS (CONT’D)Section1112PageMANUAL IMPRINTED SALESales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Charge For Paper Invoices (D-16’s) . . . . . . . . . . . . . . . . . . . . . . . . . .Form D-16 RequirementsStandard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Additional Information required per card type . . . . . . . . . . . . . . . . . .Finalizing Sale . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4040404041MANUAL TRANSACTIONInvoice Batch Preparation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Invoice Batch Submission . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Envelope . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Reimbursement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Invoice Form Retention . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .424243434313INVOICE RETRIEVAL REQUEST . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4414IMPRINTERHardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Imprinter Plate for Preparing D-16 . . . . . . . . . . . . . . . . . . . . . . . . . . . .Imprinter Plate for Preparing D-13 . . . . . . . . . . . . . . . . . . . . . . . . . . . .Replacement – Hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Replacement – Plastics and Metals . . . . . . . . . . . . . . . . . . . . . . . . . . .4545464646GLOSSARY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4715THIS GUIDE (REV. 10-11) SUPERSEDES ALL PRIOR ISSUES Copyright 2011 Shell Oil Products US. All rights reserved.3
TRANSACTION CARD GUIDE1.INTRODUCTIONThis is the Transaction Card Guide (“Guide”) for Shell Oil Products US (the DBA of EquilonEnterprises LLC) (“SOPUS”) and Motiva Enterprises LLC (“Motiva”). This guide outlinespolicies, requirements and procedures for transactions made at Shell service stations usingspecified credit cards, credit identifications, debit cards, pre-paid cards, stored value cards, andother transaction authorization cards (“Transaction Cards”), and for using Electronic Point ofSale (EPOS) processing of transactions. This Guide is maintained by SOPUS for itself and onbehalf of Motiva, and for convenience, SOPUS and Motiva may be referred to collectively as“Shell” throughout this Guide.BECOME FAMILIAR Shell Retailers and their employees should become familiar with and follow theprocedures in this Guide. This Guide supersedes all prior issues and updatesTHE TERM “RETAILER” The term “Retailer” as used in this Guide, shall be construed to include Shell directdealers, Shell wholesalers, Shell contract operators, Shell wholesaler dealers, and otherparticipants in the Shell Card Program, as applicable. In the case of Shell wholesalers,Shell will settle Transaction Card transactions with the Shell wholesalers and is notresponsible for settlement of Transaction Card transactions with Shell wholesalerdealers.CUSTOMER IDENTIFICATION Whenever this Guide requires identifying an individual credit card user by means of adriver’s license or if the user has been unable to obtain a driver’s license because of adisability (under the Americans with Disabilities Act or applicable state law or localordinance), a state issued identification card should be accepted in place of a driver’slicense. In these circumstances, the term “state issued identification card” shall besubstituted for the term “driver’s license.”COMPETITOR TRANSACTION CARDS Retailer shall not display, advertise, promote, solicit, or accept any transaction cards(including, but not limited to, applications for such transaction cards) other than theTransaction Cards identified in this Guide. This prohibition does not apply to transactioncards accepted by Retailers during an "honor all" campaign that seeks to increaseTransaction Card cardholders.GUIDE REVISIONS Shell reserves the right at any time hereafter to revise any part of this Guide. In addition,Shell may by any such revision impose or modify a Transaction Card fee or servicecharge on Retailer for the use of the Shell Transaction Card program. Revisions maytake the form of complete reissue of the Guide or special notices which are noted onwww.shellsource.com .THIS GUIDE (REV. 10-11) SUPERSEDES ALL PRIOR ISSUES Copyright 2011 Shell Oil Products US. All rights reserved.4
TRANSACTION CARD GUIDE2.IMPORTANT TELEPHONE NUMBERSRETAILERShell Solutions comCredit Card ReimbursementShell Settlement Help DeskEFT Settlement InquiriesPaper Processing/Reconstruction/Sales NotCapturedShell Gift Card Hot Line (Pre-Paid Cards)Credit Card tion #4 Option #7 Option #1Option #4 Option #7 Option #41-877-877-90971-800-300-8113(Correction Notices & Request for Signed Receipts)1-866-447-4355Option #4 Option #7 Option #3Authorization CentersShell CardShell Canada CardShell MasterCardVisa & MasterCardDiners International CardAmerican Express CardDiscover CardFuelman Fleet CardWright Express Fleet CardVoyager Fleet 0-207-76321-800-347-1111 Merchant #60110 16200 000081-800-528-2121 Merchant #142 093 48201-800-347-1111 Merchant #60110 16200 lesaler/Retailer SuppliesShell EPOS & Imprinter Forms1-800-688-9528Shell Imprinter MaintenanceShell Branded Card Applications1-800-633-9143(Consumer, Fleet, Shell MasterCard and Shell Saver)P.O.P. Signage (Shell)Card Decals - Door/Pumps1-800-762-5213 Option #21-800-762-5213 Option #11-800-950-4923EPOS Vendor Help DesksVerifoneGilbarcoTokheim MSIVeriFone 00-347-2426CONSUMERCustomer Service - Credit CardShell CardShell Fleet Card/One Stop Cr Cd1-800-331-37031-800-377-5150Credit Card CustomersGO-SHELLTHIS GUIDE (REV. 10-11) SUPERSEDES ALL PRIOR ISSUES Copyright 2011 Shell Oil Products US. All rights reserved.1-888-467-43555
TRANSACTION CARD GUIDE3.TRANSACTION CARD PROCESSING FEESFollowing are the Transaction Card processing fees that are applicable to Shell retail sites as ofOctober 1, 2011:Shell Card (Consumer)No FeeShell MasterCard at Shell Retail SitesNo FeeShell Gift Card (Shell Retail Sites) - Activation1.50% Credit /RebateShell Gift Card (Shell Retail Sites) - RedemptionNo FeeShell Fleet Card1.50% & 0.10Shell Saver CardNo FeeVisa1.85% & 0.12Visa Fleet1.85% & 0.12MasterCard1.75% & 0.12MasterCard Fleet1.75% & 0.12Diners Club2.40% & 0.15Discover Card2.00% & 0.10American Express2.35% & 0.15Voyager Fleet2.35% & 0.30Wright Express Fleet2.35% & 0.30Debit Cards0.80% & 0.14SHELL RESERVES THE RIGHT TO IMPOSE OR MODIFY TRANSACTION CARD PROCESSINGFEES OR SERVICE CHARGES AT ANY TIME.THIS GUIDE (REV. 10-11) SUPERSEDES ALL PRIOR ISSUES Copyright 2011 Shell Oil Products US. All rights reserved.6
TRANSACTION CARD GUIDE4.CREDIT CARD SETTLEMENT PROCESSING SCHEDULEBusiness Day dayOn Mailbox dayOn esday*Schedule subject to change The Business Day Report is requested from the EPOS daily and allows location to rundaily business at their convenience. The example above reflects pulling the reportprior to 2 AM Central time (network cutover for issuer settlement). The above timeline is for locations that use Shell’s Tandem network. For locations usingthe BuyPass network, the Mailbox, EFT, and Paid will vary based on the selectedcutover times with that network, possibly one day later. Bank holidays could impact when funds are available for payment dependant on the dayof the week the holiday falls.THIS GUIDE (REV. 10-11) SUPERSEDES ALL PRIOR ISSUES Copyright 2011 Shell Oil Products US. All rights reserved.7
TRANSACTION CARD GUIDE5.HONORING CARDS DIRECTIVERetailer agrees to accept all valid Transaction Cards presented as payment for goods orservices sold at the Retailer’s station(s).In accepting valid cards for payment, Retailer shall NOT: Discriminate among customers seeking to make purchases through the use of a validcard. Establish a minimum threshold above 10 for credit card charges as a condition forhonoring valid cards. Establish a maximum dollar amounts for card charges as a condition for honoringvalid cards. Treat a cardholder differently than cash customers with respect to exchanges andreturns. Impose on any Cardholder any credit/debit surcharge for making a charge, wheresuch surcharge is prohibited by law or by the applicable card issuer. Accept a card for the purpose of advancing money to the Cardholder. Credit Cards are not to be used for age verificationIF ALL REQUIREMENTS ARE NOT MET, THE FULL AMOUNT OF THE INVOICE ISSUBJECT TO CHARGEBACK.THIS GUIDE (REV. 10-11) SUPERSEDES ALL PRIOR ISSUES Copyright 2011 Shell Oil Products US. All rights reserved.8
TRANSACTION CARD GUIDE6.TRANSACTION CARDS ACCEPTED - SHELL MASTERCARDThe above card shall be accepted UNLESS: Card is expired or not yet effectiveCard has been visibly altered or mutilatedCard appears to be counterfeitCard has been denied (such as a decline from the EPOS terminal)Must contain a hologram on the face of the card. (See section on Credit Card Fraud for additionalinformation.) Signature panel on back of the card must be signed by the authorized user, customer.SHELL MASTERCARD CANNOT BE USED BY A PERSON OTHER THAN THE CARDHOLDER.Manually keyed transactions must be manually imprinted and signed. Imprint the card and keepfor 6 months.What Can Be SoldGoods or services sold at the stationNOTE: LOTTERY TICKETS CAN NOT BE PURCHASED ON SHELL MASTERCARDS.CASH ADVANCES ARE NOT PERMITTED. IF ALL REQUIREMENTS ARE NOT MET, THETRANSACTION IS SUBJECT TO CHARGEBACK.THIS GUIDE (REV. 10-11) SUPERSEDES ALL PRIOR ISSUES Copyright 2011 Shell Oil Products US. All rights reserved.9
TRANSACTION CARD GUIDETRANSACTION CARDS ACCEPTED - SHELL CREDIT CARDSShell CardShell Select Member CardShell Drive for Fivesm CardAll Shell Credit Cards shall be accepted UNLESS: Card is expiredCard is canceledCard has been denied (such as a decline from the EPOS terminal)Customers may apply for any of the Shell Cards online at www.shell.us/cards or by calling:1-888-98-SHELL (1-888-987-4355).What Can Be SoldGoods or services sold at the stationConvenience Store Items/Traffic Builders Sales of goods and services, including the purchase of Shell Gift Cards,exceeding 75 are subject to chargeback, even with authorization. Sale is made atRetailer’s risk.Authorization on Manual (Paper) Transaction Sales for the Shell Card is required fortransactions over 50.00 and must have an imprint of the card. The imprint must be kept for 6months.NOTE: LOTTERY TICKETS CANNOT BE PURCHASED ON SHELL CARDS. CASHADVANCES ARE NOT PERMITTED. IF ALL REQUIREMENTS ARE NOT MET, THETRANSACTION IS SUBJECT TO CHARGEBACK.THIS GUIDE (REV. 10-11) SUPERSEDES ALL PRIOR ISSUES Copyright 2011 Shell Oil Products US. All rights reserved.10
TRANSACTION CARD GUIDETRANSACTION CARDS ACCEPTED - SHELL FLEET CARDFUEL ONLYEMBOSSED HERECard is good for all sales unless “Fuel Only” is indicated as shown above.The above cards may be accepted UNLESS: Card is expired. Shell Fleet Cards MUST have a valid expiration date. Card is cancelled Card has been denied (such as a decline from the EPOS terminal)Cards in a company name: Card bearer must identify himself/herself/herself as an authorized representative of thecompany (Signature on invoice can be compared to signature on card's signature panelfor verification). If identification is not positive, the sale is made at the Retailer's riskWhat Can Be SoldGoods or services sold at the station (subject to the “Fuel Only” restriction noted above.)Convenience Store Items/Traffic Builders Sales of goods and services, including the purchase of Shell Gift Cards,exceeding 75 are subject to chargeback, even with authorization. Sale is made atRetailer’s risk.NOTE: LOTTERY TICKETS CANNOT BE PURCHASED ON SHELL FLEET CARDS. CASHADVANCES ARE NOT PERMITTED. IF ALL REQUIREMENTS ARE NOT MET, THETRANSACTION IS SUBJECT TO CHARGEBACK.ALL SALES INVOICES AND RECEIPTS MUST INCLUDE ACCURATE TRANSACTIONDETAIL INCLUDING BUT NOT LIMITED TO PRICE PER GALLON, NUMBER OF GALLONS,ETC.THIS GUIDE (REV. 10-11) SUPERSEDES ALL PRIOR ISSUES Copyright 2011 Shell Oil Products US. All rights reserved.11
TRANSACTION CARD GUIDETRANSACTION CARDS ACCEPTED – SHELL FLEET PLUS CARD3Position # 3 (Purchase Restrictions)No Purchase RestrictionsFuel, Oil, and Vehicle RelatedPurchases Only2 Fuel and Oil Purchases Only3 Fuel Purchases Only011Position # 1 (ValidationRequirements, basedon Position # 2)0 No Validation of Driver orVehicle ID Required1 Validation Entry of Driver orVehicle ID Required2012345Position # 2 (PIN Pad Input Required)No Input RequiredDriver ID Input RequiredOdometer Input RequiredVehicle Number Input RequiredDriver ID & Odometer Input RequiredVehicle Number & Odometer Input RequiredAll Shell Fleet Plus Cards - use EPOS terminalRETAILER MUST NOT ENTER VEHICLE RELATED PURCHASES INTO THEMISCELLANEOUS CATEGORY ON TERMINAL. For example, Windshield washer fluid andother such vehicle related expense must be entered as vehicle Accessory Purchases.The Shell Fleet Plus card shall be accepted UNLESS: Card is expired. Shell Fleet Plus Cards MUST have a valid expiration date. Card is cancelled Card has been denied (such as a decline from the EPOS terminal)Cards in a company name: Card bearer must identify himself/herself as an authorized representative of thecompany (Signature on invoice can be compared to signature on card's signature panelfor verification). If identification is not positive, the sale is made at the Retailer’s risk.Restriction CodesSHELL WILL USE A THREE-POSITION RESTRICTION CODE IN THE MAGNETIC STRIPEAND EMBOSSED ON THE SHELL FLEET PLUS CARD TO IMPLEMENT DATA ENTRYREQUIREMENTS AND PURCHASE RESTRICTIONS. RESTRICTION CODE PLACEMENTON CARD IS INDICATED ABOVE.WITH AN OPERABLE EPOS TERMINAL - FOLLOW THE PROMPTS. TRANSLATION OFTHE RESTRICTION CODE IS NOT REQUIRED.THIS GUIDE (REV. 10-11) SUPERSEDES ALL PRIOR ISSUES Copyright 2011 Shell Oil Products US. All rights reserved.12
TRANSACTION CARD GUIDETRANSACTION CARDS ACCEPTED – SHELL FLEET PLUS CARD (CONT’D)IF THE EPOS TERMINAL IS INOPERABLE OR IF THE RETAILER DOES NOT HAVE ANEPOS TERMINAL, PLEASE REFER TO THE “ MANUAL IMPRINTER SALES “ SECTION OFTHIS GUIDE.What Can Be SoldGoods or services sold at the service station unless otherwise denoted by restriction code.Convenience Store Items/Traffic Builders Sales of goods and services, including the purchase of Shell Gift Cards,exceeding 75 are subject to chargeback, even with authorization. Sale is made atRetailer’s risk.Manually keyed transactions must be manually imprinted and signed. Imprint the cardand keep for 6 monthsNOTE: LOTTERY TICKETS CANNOT BE PURCHASED ON SHELL CARDS. CASHADVANCES ARE NOT PERMITTED. IF ALL REQUIREMENTS ARE NOT MET, THETRANSACTION IS SUBJECT TO CHARGEBACK.ALL SALES INVOICES AND RECEIPTS MUST INCLUDE ACCURATE TRANSACTIONDETAIL INCLUDING BUT NOT LIMITED TO PRICE PER GALLON, NUMBER OF GALLONS,ETC.THIS GUIDE (REV. 10-11) SUPERSEDES ALL PRIOR ISSUES Copyright 2011 Shell Oil Products US. All rights reserved.13
TRANSACTION CARD GUIDETRANSACTION CARDS ACCEPTED – SHELL ONE STATION CARD123 456 789 00000CUSTOMER NAMEREG 0 W00000000000123 456 78
Oct 01, 2011 · Shell Settlement Help Desk 1-866-447-4355 Option #4 Option #7 Option #1 EFT . the BuyPass network, the Mailbox, EFT, and Paid will vary based on the selected cutover times with that network, possibly one day later. Bank holidays could impact when funds are available for payment dependant on the day
