The hold card request means that the issuing bank, having searched its database, has given an instruction that the card should be held. The hold card request can be issued by telephone by an employee of the eService Merchant Service Centre or be displayed on the POS terminal (the only exception where the hold card obligation may be ignored is a threat to life or health – in this situation, the merchant is required to describe the incident and send it to eService – please find a printable form below).
The merchant can explain to the customer that the bank has requested that the card be held (the bank, rather than the holder, is the owner of the card). The following should be done with any held or found card, depending on its type:
- In the case of magnetic stripe cards – cut between the magnetic stripe and the signature strip, bearing in mind that the cut should range from 1/2 to 2/3 of the length of the card. The cut should start from the edge without the hologram, taking care not to damage the magnetic stripe, the signature strip and the hologram.
- In the case of microprocessor (chip) cards – cut the top right corner of the card (the corner opposite the chip) at an angle of about 45° to a depth of 2-2.5 cm.
Such a card, together with a completed and signed hold report (you received the appropriate form from your eService sales representative, along with the necessary documentation, during installation of the POS terminal) and a description of the incident (please find printable forms below), must be returned by mail to eService, to the address indicated on the form.
For cards held and returned to eService, a prize is paid in the amount determined by the card issuer.