FAQ

Questions and answers regarding paying with card on the Internet

CARD ACCEPTANCE

What type of cards can I pay with?

With VISA and Mastercard embossed cards, with certain VISA Electron, V Pay cards. The possibility of using VISA Electron cards on the Internet depends on the card issuing bank. The VISA Electron type bank card issued by CIB Bank can be used for online shopping.

Which banks’ cards are suitable for online payments?

You can pay online with all those VISA and Mastercard/Maestro cards that have been authorized by the card issuing bank for online payment, as well as web cards designed especially for internet use.

Is it possible to pay with shopping cards?

You cannot pay on the Internet with so called ‘point-collecting’ cards with loyalty points, issued by merchants/service providers.

Is it possible to pay with co-branded cards?

It is possible to pay with any co-branded card if they are MasterCard or VISA based cards suitable for online payment.

PAYMENT PROCESS

How does the online bank payment process work in the background?

The customer initiates a payment on the merchant/service provider's internet site after choosing the ‘payment with bank card’ method, as a result of which the customer will be directed to the Bank's website of payments, provided with a secure communication channel. For the payment, it is necessary to enter the card number, the expiration date and the 3-digit validation code from the signature stripe on the back of the card. You are the one who can initiate the transaction from the time the card goes through a real-time authorization, in which the originality of the card data, the coverage and the purchase limit will be checked. If all details are suitable and all data are correct to continue the transaction, the amount to be paid will be blocked by the account-holder (card issuer) bank on your card. Debiting the amount on your bank account (deduction) will take some days, depending on the bank.

What is the difference between online shopping with a card and traditional one?

We differentiate ‘Card Present’ and ‘Card not Present’ transactions. The Card Present transaction is done using a POS terminal device. After using the card and entering the PIN code, the terminal contacts the cardholder's bank through the authorization center and -depending on the type of the card or the card issuer - through the VISA or MasterCard network. Validation and coverage examination (authorization) takes place here. By going backward on the above-mentioned route, the POS terminal (or the merchant) receives the approval or the rejection. The buyer signs the receipt. Card not Present is a transaction where the bank card is not physically present. This includes transactions done by mail, telephone or Internet (electronic means) where the customer (cardholder) initiates the transaction by providing card data requested on a secure (256 bit encrypted) payment page. You will get a so-called ‘authorization number’ for the successful transaction, which number is the same as the one mentioned on the paper-based receipt.

What does reservation mean?

A transaction is followed by a reservation (blocking) immediately as the bank is aware of the transaction since official data has to arrive first for the actual debiting and it may take a few days, while the amount spent on purchase would be used once again. For this reason, the money you spent on buying will be separated, reserved by such blocking. The reserved amount is included in the account balance, consequently it has interest, but cannot be spent once again. The reservation provides for the refusal of transactions for which there is no backing, even though the account balance in principle may still provide an opportunity for that.

FAILED PAYMENTS AND WHAT TO DO

In which cases can a transaction fail?

In general, when a payment order is not accepted by the card issuing bank (where the customer has received the card from); but in case of using a bank card, this can happen if the authorization request does not reach the issuing bank due to telecommunications or IT errors.

Card errors

  • The card is not suitable for internet payments.
  • Using the card for online purchasing is forbidden by the bank where the account is kept.
  • Card usage is forbidden.
  • Any card data (card number, expiration, code on the stripe of signature) have been entered incorrectly.
  • The card has expired.

Account errors

  • Insufficient funds for the transaction.
  • The amount of the transaction exceeds the purchase limit of the card.

Contact errors

  • The line has probably been interrupted during the transaction. In this case, please try again.
  • The transaction was unsuccessful due to a timeout. In this case, please try again.

Technical errors

If you do not return to the merchant/service provider’s page from the payment page, the transaction will be failed.

If you are back from the payment page but your browser returns to the payment page by ‘back’, ‘reload’ or ‘refresh’, your transaction will automatically be rejected by the system for security reasons.

What to do if the payment process fails?

A transaction identifier is generated for any transactions, which is recommended to write down by you. If the transaction is rejected from the bank’s side during the payment attempt, please contact the bank where your account is kept.

Why do I have to contact the account-keeping bank in case of payment failure?

During card verification, the account-keeper (issuer) bank notifies the amount collecting merchant's (receiver) if the transaction can be performed. The accepting bank may not disclose confidential information to a customer of another bank, only the bank identifying the cardholder has the right to do so.

What does it mean if I receive a text message (SMS) from the bank about reserving/blocking the amount; however, the merchant/service provider indicates that the payment was unsuccessful?

This may occur if the card had been verified on the payer page, but you did not return to the merchant/service provider's web site. The transaction is unfinished in this case, so it automatically becomes unsuccessful. In such a case, the amount will not be charged on your card and the blocking will be cancelled.

SAFETY

What does the VeriSign and the 256-bit encrypted TLS communication channel mean?

TLS is the abbreviation for the accepted encryption method ‘Transport Layer Security’. Our bank has a 256-bit encryption key that protects the communication channel. The company VeriSign allows CIB Bank to use the 256-bit key, with the help of which we can provide the TLS-based encryption. At present, 90% of the world's electronic commerce uses this encryption method. The browser used by the customer encrypts the data of the cardholder with the help of TLS before sending, so they are sent to CIB Bank in encrypted form, thereby they cannot be interpreted by unauthorized persons.

After payment, my browser warned me that I left the security zone. Is the safety of my payment still guaranteed?

Yes, absolutely. The payment process is done via a 256-bit encrypted communication channel, so it is completely safe. After the transaction, you will be directed back to the merchant's website; if the merchant's site is not encrypted, your browser will warn you that you have left the encrypted channel. This means no threat to payment security.

What does CVC2/CVV2 code mean?

Card Verification Code, in case of MasterCard, and Card Verification Value, in case of Visa, are numeric values encoded on the magnetic stripe on the bank card to determine the authenticity of the card. The so-called CVC2 code, which is included in the last three digits of the number on the back of the Mastercard/Maestro cards, has to be used during online shopping.

What does Verified by Visa mean?

Visa cardholders registered in ‘Verified by Visa’ system choose a password at the card issuing bank to identify themselves for online shopping and to protect against unauthorized use of Visa cards. CIB Bank accepts cards issued within the framework of the ‘Verified by Visa’ system.

What does Mastercard SecureCode mean?

Mastercard/Maestro cardholders registered in ‘Mastercard SecureCode’ system choose a password at the card issuing bank to identify themselves for online shopping and to protect against unauthorized use of Mastercard/Maestro cards. CIB Bank accepts cards issued within the framework of the ‘Mastercard SecureCode’ system.

What does UCAF code mean?

In case of MasterCard/Maestro cards, any unique code that may be obtained from your card issuer bank. If you did not receive such code, leave the field blank.