 |
Frequently Asked
Questions
|
| Here are a couple of the frequently asked questions. Should
you not find your solution here please contact our Help Line, by clicking here or contact our Member Service Centre
on 0860-DINERS (346377) |
Electronic Data Capture (EDC) Terminals.
|
| An electronic data capture terminal (EDC) can
assist with the verification of cards. The terminal cannot, however,
identify the user. We therefore urge you to do regular security
checks yourself, for example the gender and signature of the
cardholder. A printer attached to the terminal provides a voucher
in duplicate which the member signs. One copy is kept for record
purposes and the other handed to the member. |
What does the error messages on the EDC terminal
mean?
|
| Certain messages might appear on the EDC system
screen. Should your EDC terminal show any of these messages,
please remember that it does not necessarily mean that the card
is stolen/fraudulent or that the member is not in good standing.
Below is a summary of messages that could appear on your EDC
screen: |
CALL
|
Reason:
- The EDC lines are down;
- The amount entered exceeds the floor limit;
- A security check has been requested.
Solution:
Phone our Customer Contact Centre on 0860-DINERS(346377),
or 011 358 8406 available 24/7 for an authorisation code. Do
a manual override using
your supervisory PIN. If the EDC does
not accept the manual override, process the charge manually
on a zip zap machine and fax the billing form to (011) 482
6993/4 |
Service not allowed
|
Reason:
- The EDC terminal is not programmed to accept Diners Club
cards.
Solution:
Phone our Customer Contact Centre on 0860-DINERS(346377),
or 011 358 8406 available 24/7 for an authorisation code. Do a manual override
using your supervisory PIN. If the EDC does not accept the manual override,
process the charge manually on a zip zap machine and fax the billing form
to (011) 482 6993/4 |
Invalid amount
|
Reason:
- A negative amount has been entered
Solution:
Cancel the transaction and enter the correct amount. |
Card expired
|
Reason:
- The member is using an out-of-date card
Solution:
The member should contact Diners Club. (Do not override the date field) |
Not approved
|
Reason:
- The transaction has been declined owing to the members
account status, possibly due to fraud or the member has
exceeded the spend parameter of his account.
Solution:
Phone our Customer Contact Centre on 0860-DINERS(346377),
or 011 358 8406 available 24/7. |
Declined
|
Reason:
- Due to the reasons above, the transaction has been declined
by Diners Club
Solution:
PThe member should contact Diners Club |
Referred
|
Reason:
- The member is spending out of the usual behavioural spending
pattern, a security check needs to be done.
Solution:
Phone our Customer Contact Centre on 0860-DINERS(346377),
or 011 358 8406 available 24/7. |
If your establishment changes from one brand
of EDC terminal to another e.g. FNB to Standard Bank, please
advise our Establishment Services Department in order to ensure
that the correct account is credited. |
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