Phone orders
A virtual terminal built for your phone orders.
Agents take card and bank payments on a call without ever holding the card data.
Dana M. · Order 5512$94.00
Card•••• •••• •••• 1111
Security codeUsed once · not stored
- Caller keys digits on their phonetones masked
- Recording holds no card digitschecked
PaymentApproved · receipt sent
The agent screen
Agents see the last four digits. Nothing more.
The full number and security code never appear on screen or in notes.
Card•••• 1111
Expiry••/••
Agent notesCard digits removed from notes
Security codeUsed for approval, then discarded
Call recordings
Card digits stay out of the recording.
The caller types on their keypad. The tones are masked before they reach the recorder.
- Agent explains the paymentRecorded
- Caller keys the card numberTones masked · flat tone recorded
- Caller keys the security codeTones masked · nothing to store
- Approval read backRecorded
Bank payments by phone
ACH by phone, authorized the way the rules ask.
For callers who phoned you or already buy from you, recorded or confirmed before settlement.
- Customer called ineligible
- Terms read back: amount, date, account••••6789
- Customer's spoken approval recordedkept 2 years
- Written confirmation sentbefore settlement
Entry created as TELScheduled
In the build
What your phone team gets.
Scoped on the call to your phone system, processor and order flow.
- KEY Key-in screens Last four digits only, no security code kept.
- DTMF Keypad tone masking Card digits never reach the recording.
- TEL Phone ACH authorization Script, recording or written notice, kept two years.
- NOTE Clean agent notes Card numbers caught and removed from typed notes.
- AUD Recording clean-up Old recordings holding card digits found and handled.
- RCPT Receipts and order posting Every phone payment tied back to its order.
Questions
Asked on most calls.
- Can agents take card payments over the phone?
- Yes, on a screen that masks the number and keeps no security code.
- Can we take bank payments by phone?
- Yes, when the customer called you or already buys from you.
- Do we have to record phone authorizations?
- For ACH by phone, record it or send written confirmation before settlement.
- Which PCI questionnaire applies to us?
- Your acquirer decides that. We build to keep card data off your systems.
- What is a virtual terminal used for?
- Card-not-present transactions: payments taken by phone or mail and keyed into a secure form.
- How do I open a virtual terminal?
- Your acquirer enables it on your merchant account for MOTO payments. We build the agent workflow.
- What is an example of a virtual terminal?
- A browser form where an agent keys a caller's card, sent straight to the processor.
- Can callers pay without an agent?
- Yes. IVR payments let callers key their card on the keypad, with no agent on the line.
Phone orders
Walk us through a phone order.
Thirty minutes with the people who build it.
