Questions and Answers about Online Credit Card Payments

CARD ACCEPTANCE

 

What types of cards can be used for payment?

Payments can be made with embossed VISA and Mastercard cards, as well as certain VISA Electron and V Pay cards. The ability to use VISA Electron cards online depends on the issuing bank. VISA Electron cards issued by CIB can be used for online purchases.

 

Which banks’ cards are suitable for online payments?

All VISA and Mastercard/Maestro cards that are enabled for online payments by the issuing bank, as well as web cards specifically designed for internet use.

 

Can loyalty or store cards be used for payment?

Cards containing loyalty points, issued by merchants or service providers, cannot be used for online payments.

 

Can co-branded cards be used?

Yes, any co-branded card that is based on Mastercard or VISA and is enabled for online payments can be used.

 

PAYMENT PROCESS

 

How does the online payment process work on the banking side?

After selecting card payment on the merchant’s website, the customer initiates the payment and is redirected to the bank’s secure payment page. To complete the payment, you must enter your card number, expiration date, and the 3-digit security code found on the signature strip on the back of the card. The transaction is initiated by you, after which the card undergoes real-time authorization, during which the authenticity of the card data, available funds, and purchase limits are checked. If all data is valid, your bank places a hold on the amount. The actual charge is completed within a few days depending on your bank.

 

How does online card payment differ from traditional payment?

We distinguish between Card Present and Card Not Present transactions. Card Present transactions are carried out using a POS terminal, where the card is physically present and the PIN is entered. The terminal communicates with the cardholder’s bank through the authorization network (VISA or Mastercard), where validity and funds are checked. The result (approval or rejection) is sent back to the merchant, and the customer signs the receipt.

Card Not Present transactions occur when the card is not physically present, such as online, by phone, or by mail. In these cases, the cardholder provides card details on a secure (256-bit encrypted) payment page. After a successful transaction, an authorization code is generated, similar to the one found on paper receipts.

 

What does “authorization hold” mean?

When the bank becomes aware of a transaction, it immediately places a hold on the amount. This is necessary because the actual settlement may take a few days, during which the amount could otherwise be spent again. The held amount remains part of your account balance (and may still accrue interest), but it cannot be used again. This ensures that transactions without sufficient funds are declined.

 

FAILED PAYMENTS AND WHAT TO DO

 

When can a transaction fail?

Typically when the issuing bank does not approve the payment request. However, it may also fail due to telecommunications or IT issues preventing the authorization request from reaching the issuing bank.

 

Card-related errors

• The card is not enabled for online payments.
• Online usage is blocked by the issuing bank.
• The card is restricted.
• Incorrect card details were entered (card number, expiration date, or security code).
• The card has expired.

 

Account-related errors

• Insufficient funds to complete the transaction.
• The transaction amount exceeds the card’s purchase limit.

 

Connection-related errors

• The connection may have been interrupted during the transaction. Please try again.
• The transaction failed due to a timeout. Please try again.

 

Technical errors

• If you do not return to the merchant’s website from the payment page, the transaction is considered unsuccessful.
• If you return but then navigate back to the payment page using the browser’s “back”, “reload”, or “refresh” functions, the system will automatically reject the transaction for security reasons.

 

What should I do if the payment fails?

A transaction ID is generated for every attempt, which we recommend noting down. If your payment is declined by the bank, please contact your account-holding bank.

 

Why should I contact my bank in case of a failed payment?

During the authorization process, the issuing bank informs the acquiring bank (the merchant’s bank) whether the transaction can be completed. The acquiring bank cannot disclose confidential information about another bank’s customer—only the issuing bank can provide such details.

 

Why did I receive an SMS about a held amount, but the merchant says the payment failed?

This can occur if the card was successfully verified on the payment page, but you did not return to the merchant’s website. In this case, the transaction is considered incomplete and automatically marked as failed. The amount will not be charged, and the hold will be released.

 

SECURITY

 

What is VeriSign and 256-bit TLS encryption?

TLS (Transport Layer Security) is a widely accepted encryption method. The bank uses a 256-bit encryption key to secure communication. VeriSign enables CIB Bank to use this key, ensuring TLS-based encryption. This method is used in approximately 90% of global e-commerce. The customer’s browser encrypts card data before transmission, so it reaches the bank in encoded form and cannot be interpreted by unauthorized parties.

 

My browser warned me that I am leaving a secure page after payment. Is my payment still safe?

Yes, completely. The payment process itself is carried out over a 256-bit encrypted channel. After the transaction, you are redirected back to the merchant’s website. If the merchant’s site is not encrypted, your browser may warn you that you have left the secure connection. This does not affect the security of your payment.

 

What is the CVC2/CVV2 code?

For Mastercard, this is called the Card Verification Code (CVC), and for Visa, the Card Verification Value (CVV). It is a numeric value encoded on the card’s magnetic stripe used to verify the card’s authenticity. The CVC2 code is the last three digits on the back of Mastercard/Maestro cards and must be entered during online purchases.

 

What is Verified by Visa?

In the Verified by Visa system, registered cardholders choose a password with their issuing bank, which is used to identify themselves during online purchases and provides protection against unauthorized use. CIB Bank accepts cards enrolled in the Verified by Visa system.

 

What is Mastercard SecureCode?

In the Mastercard SecureCode system, registered cardholders choose a password with their issuing bank, which is used to verify their identity during online purchases and protect against unauthorized use. CIB Bank accepts cards issued within the Mastercard SecureCode system.

 

What is the UCAF code?

For Mastercard/Maestro cards, this is a unique code that may be provided by your issuing bank. If you have not received one, you can leave this field empty.