Introduction. Dear Valued Merchant

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4 Contents - New PoS Terminal Request (New Merchant) - Maintenance Requests - Financial Claims - Other Services: - Modify Merchant Information - Add New Terminal - Change Account Number - Terminal Relocation - Change Terminal - Cancel Terminal - Daily Statement Request through - How to Recognize PoS Machine Number - Important Information to Protect Merchants from Potential Credit Card Fraud - Important Notes - "Naqd" Service

5 Introduction Dear Valued Merchant Thank you for choosing NCB s Point of Sale (PoS) Service. In order to provide you with a premium experience, this guide was prepared to address any inquiry that you may have related to the service. Great care was put into this guide to ensure most of the expected enquires are covered. Please do not hesitate to contact us if you have any query that is not covered in this guide through the PoS dedicated number Thank you for choosing NCB!

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7 New PoS Terminal Request (New Merchant)

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9 Maintenance Request *Please refer to other Services Section to know where to find the Terminal number.

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11 Financial Claims *Please refer to other Services Section to know where to find the Terminal number.

12 Important Notes for Financial Claims - "Mada" and Credit Card claims must be submitted separately. - A clear copy of the transaction receipt and the reconciliation receipt must be submitted to process "Mada" claims. - For Credit Card (Visa & Master Card) a transaction receipt (without reconciliation) should be submitted for every machine separately. - The cardholder must sign the transaction receipt, as failure to do so will result in the Bank reserving the right to reject the financial claim request. - Merchant should keep a copy of the transactions and reconciliation receipt for 2 years. - Merchant must reconcile their terminals once a day before 12:00 am midnight. - Merchant(s) can activate auto reconciliation service on the terminal(s) by calling then pressing (1),(2),(3). - For American Express claims, merchants have to contact American Express directly.

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15 Other Services How to recognize PoS Terminal Number

16 Important Information to Protect Merchants from Potential Credit Card Fraud For a safer and more secured PoS operation, Merchants should strictly abide by the following instructions: - Before processing a purchase with a Credit Card, you must examine the card to make sure that it is not forged or stolen, by comparing the name and the photo on the bearer s identity card (Saudi National ID / Passport / Resident Permit) with the name on the Credit Card where both names must match - Avoid splitting the purchase transaction to several transactions with one Credit Card. - Keep the transaction slip with you and ensure its signed by the cardholder by matching it with the signature available on the Card, as the transaction slip will be requested later by the bank in case the cardholder disputes a transaction. - Once you receive Rejected Transaction response on the terminal screen, then it is important that you do not try to process the transaction again unless the error message printed on the slip is related to connectivity matters. - After completing the purchase transaction through the PoS terminal, you must compare the last four digits of the Credit Card number with the card number printed on the receipt, if they are different, then the Credit Card is fraudulent, in this case do not deliver the goods sold to the cardholder.

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18 Important Notes - The Terminal(s) must not be disconnected from the power source when closing the store. - The Terminal(s) phone wire must not be unplugged from the machine for any reason. - The phone line must be dedicated for PoS use only. - The GPRS Terminal data SIM must not be removed from the terminal(s) for any reason. - Do not disconnect electricity or press "Cancel" in case the PoS is updating. - Make sure you keep all your contact information updated with the bank (fax, phone number, mobile, etc) to avoid financial losses in case there are any disputes by cardholders. - You can request the cardholder to re-enter the "Mada" card password if it was entered wrongly. - The Merchant may ask the Cardholder to contact the bank which issued the card in the following cases: - PoS s failure to read the card details. - If the card is expired or no longer valid. - If an authorization is obtained from the bank that issues the card during the purchasing transaction. - If the card is disabled due to the frequent entering of an incorrect password. - The Merchant should check the PoS land line or sim card in case the Terminal fails to perform the purchasing transactions frequently.

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21 What is "Naqd" Service? This service allows cardholders to request a cash amount up to SAR 400 at Point of Sale Terminals. The cash amount will be deducted directly from the cardholder's bank account. The main "Naqd" Service rules: "Naqd" Service is offered on a free of charge basis for both merchants and cardholders. 1- There will be no maximum number of transactions per day on which "Naqd" Service could be requested (subject to available funds). 2- The cash amount will appear in the transaction receipt below the purchase amount. The merchant must request from the cardholder to sign the receipt.

22 What is the maximum & the minimum cash amount per day? - The Maximum Cash amount is SR The Minimum Cash amount is SR 1. How to activate "Naqd" Service* *Please refer to Services Section.

23 How to perform a Purchase with "Naqd" Service on PoS Terminals:

24 "Naqd" Frequently Asked Questions: 1. How would "Mada" Cardholders use "Naqd" service? The Merchant shall offer the "Naqd" Service and prompt the cardholder if he requires a cash amount. 2. What are the benefits of the "Naqd" service for both Merchants & "Mada" Cardholders? For Merchants: Not only will "Naqd" enhance the value of the payment experience between the Merchants and the Cardholder, it will also: - Reduce the amount of cash in Merchants location. - Reduce cash handling cost for the Merchants. - Encourage the Cardholder to frequently visit Merchants location due to the availability of the "Naqd" service. For "Mada" Cardholders: - Ability to get cash on the spot when buying goods/services from Merchants outlets. - Save time. - Reduce the need for Cardholders to use the ATMs. 3. Does the cash amount apply on Saudi Riyal only? Yes, it only applies on Saudi Riyals.

25 4. Does the cash amount appear on my statement (Merchant & Cardholder)? Yes. "Naqd" transactions will appear on the Merchants and "Mada" Cardholder's statement. 5. Is the "Naqd" transaction reversible? Yes, but it will include the purchase transaction value as well. 6. Does the "Naqd" Service apply on Credit Card or "Mada" only? It applies on "Mada" cards only. 7. In the event of multiple "Naqd" Service requests, does it require a purchase transaction each time? Yes, it requires a purchase every time. However, the Cardholder is only allowed a maximum cash amount of SR 400 per day.

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27 How to differentiate between the purchase amount and the "Naqd" amount: Example of Purchase with "Naqd" Service receipt: The transaction receipt will include the following: Purchase Amount: XXXX Cash "Naqd" Amount: YYYY Total Amount: ZZZZ For more information, please call the PoS dedicated number

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