Simplify your payment processes for both you and your clients

Does your company already have an Automated Payment Terminal?

This is the ideal solution for modernising your business and providing all your clients with a simple, swift and secure means of making payments and facilitating your receipt processes.

Benefits and Characteristics

  • Alternative means of payment for goods or service through national and international bank cards
  • Immediately accredited to your Banco Económico account
  • Reduces the need for physical cash and hence cutting the risk of theft and fraud
  • Avoids having to visit banks to make deposits
  • Enables cost free payments by your clients, whether for services such as telephone top-ups, water and electricity, cable TV and Internet bills, ensuring your clients come back more often to your establishment and providing you with an additional source of income
    • Usage of POS for service payments means you become eligible for commissions that can reach up to 5% of the transaction value and of particular relevance in locations without any ATMs nearby
    • The utilisation of cards enables your sales volume and diversifies the means of payment
  • Adaptable to wire-free usage

To ensure the success of transactions, you need to follow the simple rules in effect for the utilisation of both cards and the Multicaixa system. Find out more here.

Request your Automated Payment Machine from Banco Económico in three simple steps:

  1. Set up your request, fill in the contract and save it in the PDF format
  2. Print the PDF
  3. Deliver us the duly signed documents

 

Acceptance norms and best practices

In order to minimise the risk associated with this type of operation, we find it necessary to ensure retailers follow a set of best practices that we shall describe below: 

Whenever carrying out a transaction, you should follow the steps set out in the diagram below:

 

 

     a) The client presents the card, which has a magnetic strip and chip (in the majority of cases)

     b) The retailer verifies that the card is valid by checking its characteristics and card security details

     c) The retailer then introduces cards with chips into the Automated Payments Terminal (POS) or, when lacking a chip, swiping the magnetic strip along the POS reader

     d) The client then confirms the transaction amount and keys in the PIN or signs the POS receipt (whenever the transaction does not involve recourse to a chip card)

     e) The retailer then compares the name, the number (the last four digits) and the card signature with the receipt data. The card is then returned to the client along with a copy of the receipt

Whenever validating a transaction involving recourse to signatures, retailers are to verify the signature on the card. Whenever still unsigned, please take the following steps:

  • Request the cardholder sign the card
  • Request some form of identification with a photograph in order to confirm the signature and identity of the cardholder
  • Should the client refuse to present any identification, then you should not complete any transactions associated with the unsigned card 

For Multicaixa card payments equal to or over 200,000 Kz

Clients have to present their ID cards/passports (in accordance with stipulations from the National Bank of Angola).

The retailer needs to keep a copy of the client ID card/passport.

For all Multicaixa transactions for amounts over Kz 200,000.00, the transaction receipts are to be kept for a period of 18 months so that, in case of queries or complaints, there is evidence that the cardholder authorised that particular debit.

Obs: Non-compliance with these acceptance norms by the retailer implies they assume full liability in case of the theft or fraud with the respective card.

Requests for information

Within the scope of commercial activities, you may get contacted either by Banco Económico or by EMIS to provide information whenever there are doubts as regards either the working of the terminals or the utilisation of a specific card.

Equally, you also may be contacted by Banco Económico and asked to submit the details of any particular transaction whenever the cardholder does not recognise that transaction requires more data for the records (for example, reimbursing expenditure or taxes) or in cases of fraud (for example, fraudulent usages of lost or stolen cards).

Whenever this happens, you should send to Banco Económico, within the defined time period, a legible copy of the transaction receipt (that contains the card details) and a copy of the invoice/receipt referring to the goods/services sold.

Timely responses to requests for information might avoid future complaints and costs to the retailer.

Ensuring the legibility of transaction receipts and ensuring their appropriate storage in archives are key to swiftly responding to requests for copies of information. To this end, we recommend you regular change the receipt roll whenever the coloured bands appear as well as storing all such receipts and documents for a period of at least 18 months.

Handling complaints

In order to prevent complaints, there is a need to understand why they happen.

We would correspondingly list the following motives:

  • When cardholders do not identify transactions appearing on their bank statements
  • For  technical reasons such as the duplication of transactions, for example
  • The retailer did not provide a timely response for a copy of the transactions
  • For reasons of fraud, for example, when a cardholder did not make a particular purchase with this carried out by third parties following the theft or counterfeiting of a card
  • The goods purchased contain some kind of defect or otherwise fail to meet client expectations
  • The service quality did not attain the standards agreed
  • The client never received the goods paid for

 

How to avoid complaints:

Complaints are a nuisance and imply costs and the loss of time to the business. By following the correct procedures, you can avoid such complaints and obtain greater benefits from your sales that adopt cards as their means of payment.

Thus, particular attention needs paying to the following aspects:

  • Accepting cards – the card should be within its expiry date and, whenever transactions do not involve keying in the PIN number, the signature on the POS receipt must coincide with that on the card. Whenever the signatures are not the same, retailers should always request an identification document
  • Document Copy Archive – copies of all transaction records are to be stored for a period of 18 months so as to be able to meet any eventual requests for copies or future complaints
  • Compliance with Best Practices – in following the rules, instructions and procedures stipulated by the Acceptance Contract and in the Retailers Manual, you shall be able to avoid complaints

Preventing fraud

Retailers play an important role in the prevention of fraud associated with undue card utilisation. 

Hence, it is important always to be alert and especially whenever encountering the following situations:

  • Purchases of large quantities of products without any particular concern as to sizes, colours or prices
  • Turning down free home delivery for large sized and difficult to transport products 

In order to minimise risks of fraud, we would recommend you take into consideration the following security procedures:

  • Ensure your clients introduce their personal identification codes (thus, their PIN numbers) far from indiscreet gazes
  • Keep their cards and goods in their possessions right until the end of the transaction
  • Raising suspicion whenever clients attempt to distract staff or rush through transactions

Strive to raise awareness among your staff as regards compliance with banking card security norms, in particular:

  • Verifying the card expiry date
  • Paying attention to the messages appearing on the POS screens
  • Checking the condition/aspect of cards
  • Storing in a safe place all of the receipts resulting from payments for a period of at least 18 months
  • In case of suspicion/doubts about the identity of card users, request identification documentation for due confirmation
  • Whenever there is no PIN number validation of a transaction, pay attention to whether there is any hesitation at the time of signing the receipt and whether this matches the card signature
  • Never let your POS out of sight or accept transactions on behalf of third parties

Always ensure that the receipt data agree with the purchase made, in particular the name, amount, date and time of the transaction and the number of the card (last four digits).

Do not hesitate to contact the Banco Económico should any transaction related doubts arise, such as somebody suggesting the making of fictitious transactions in exchange for some different type of payment.

Equally, you should also inform Banco Económico whenever receiving phone calls or emails from somebody claiming to represent the bank and requesting details about the cards used on the POS. This may be an example of the phishing technique seeking to illegally obtain card data.

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Contacts

Rua 1º Congresso do MPLA nº 8,

Ingombota - Luanda

Attendancee: Monday to Friday from 08:00 to 18:00

directo@bancoeconomico.ao

(+244) 222 693 600

(+244) 222 693 610 

(+244) 923 166 266 

 

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