Special Notes Regarding the CITGO Payment Card Guide and Regulations Manual

Although you’ll find most of the content to be quite familiar, you’ll notice that the manual has a new

format which makes it easier to find information quickly. Additionally, we’ve consolidated the Branded,

Private Label and Mystik versions into one manual to give you a single source for all question regarding

payment card transactions.

Take time to read through the manual to refresh your recollection of industry standards and take special

note of the following:

Lottery Rules for Credit/Debit Transactions – CITGO now allows lottery sales using

credit/debit cards in states that have adopted legislation allowing such purchases. Special

requirements apply.

C-Store Merchandise Limit – Sales of food, beverage, phone cards and other sundries are

limited to $75 per day, per card and must be clearly itemized. Sales of cigarettes may exceed

$75, but are limited to one carton per day, per card and must be clearly itemized. If you elect to

sell merchandise in transactions exceeding the limit, CITGO may chargeback the entire purchase

in the event of fraud or a dispute.

Split Sales – CITGO prohibits split sales—processing multiple transactions separately instead of

as one transaction. If you elect to process split sales, these transactions are subject to chargeback

in the event of fraud or a dispute.

Best Practices/Training Tools – This new section has been added to assist you with processing

payment card transactions.

Payment Card Regulations – This section includes major changes with regard to PCI

compliance.

Retailers should direct specific questions about program details to their CITGO Marketer. You may also

contact Caleb Burke at 1-800-423-8434, ext. 4340, or via email at cburke@citgo.com.

Cards Accepted

• CITGO Rewards® • CITGO Gift Card • CITGO Fleet • CITGO Check Card • American Express • Discover • Diners Club • MasterCard

®

/MasterCard Fleet • VISA®/VISA Fleet • Wright Express • Voyager • Fuelman

Products/Services Prohibited from Purchase with a Credit Card

• Cash advances• Gift cards• Lottery tickets• Money orders• Truck rentals• Firearms• Motel/Hotel charges• Materials disparaging to the

CITGO brand (such as drug paraphernalia, pornographic materials, etc.,)

General Processing Guidelines for all Cards

a. Check the last 4 digits of the credit/debit card to the last four digits of the POS receipt. If the numbers do not match, decline the sale and ask for another form of payment.

b. ID a customer request that you contact their issuing bank by calling the telephone number on the back of the credit card, decline and card the card au-thorization number (see page 1) ONLY for approval;; otherwise the transaction will be subject to chargeback.

c. C-Store Merchandise Limit – Sales of food, beverage, phone cards and other sundries are limited to $75 per day, per card and must be clearly itemized. Sales of cigarettes may exceed $75 but are limited to one carton per day, per card and must be clearly itemized. If you elect to sell merchandise in transactions exceeding the limit, CITGO may charge back the entire purchase in the event of fraud or a dispute.

d. Chip cards in the event the chip card does not read, ask for another form of payment.

e. All transactions must be clearly itemized; otherwise, they are subject to chargeback

f. If you are suspicious of the customer using the card, call the authorization number (see page 1) and request a (Code 10) for suspicious card.

Accumulated Sales

Accumulating sales vs. processing each sale as it occurs is against card brand rules and regulations and is subject to chargeback.

Authorization

If a POS device prompts you to call for authorization, you must do so to obtain a valid authoriza-tion. Transactions without a valid authorization are subject to chargeback.

Request For Copies (RFCO)

Be sure to maintain a confirmation fax sheet on every RFCO to show proof of sending the document. Copies are due within 10 calen-dar days of request. Copies must be legible. Make a photocopy of the invoice; if too light, place a yellow piece of paper behind the invoice and then copy. Submit one invoice per page and make sure the case number that corresponds with the invoice is on the fax. Maintain your fax confirmation sheet for each RFCO.

Caution

Obtaining credit authorization indicates only the availability of funds at the time of authoriza-tion. It is not an unconditional promise or guarantee that any card transaction will not be subject to chargeback. If you are

suspicious of a cardholder, check ID, note the vehicle license plate number and call the card issuer for authorization and to request a (Code 10).

Settlement

When closing daily reports, check for “Pending” or “Out of Balance” on the report. Contact 1-800-533-3421, option 2, option 3, for immediate assistance.

Common Chargeback Reasons

• No authorization.

• C-Store Merchandise Limit – Sales of food, beverage, phone cards and other sundries are limited to $75 per day, per card and must be clearly itemized. Sales of cigarettes may exceed $75 but are limited to one carton per day, per card and must be clearly itemized. If you elect to sell merchandise in transactions exceeding the limit, CITGO may charge back the entire purchase in the event of fraud or a dispute.

• Request for ticket copy not provided.

• Accumulated sales vs. process-ing each sale as it occurs.

• Sales of unauthorized products or sales in excess of established limits.

• Disputed repair invoices.

• Late presentment of transaction.

• Check your POS receipts hourly to make sure the current date is present. Make sure the reference number is 00 (i.e., 9500018029 is correct; 9567018029 is not correct). Contact the CITGO HelpDesk with questions.

• Visa requires transactions to be processed within five (5) days of the sale date.

• MasterCard requires transac-tions to be processed within three (3) days of the sale date.

• Incomplete, unsigned or illegible invoices.

• Manually keyed transactions without card imprint on sales slip.

• No product description provided.

• Ensure your keys on the POS device have codes/descrip-tions of merchandise sold (i.e., beer, cigarettes, etc.), not just “miscellaneous.”

• Split Sales - CITGO prohibits split sales processing multiple transactions separately instead of as one transaction. If you elect to process split sales, those transactions are subject to chargeback in the event of fraud or a dispute.

PAYMENT CARD FAST FACTS

*** All transactions must have a valid authorization number. If the POS device message states “call auth”, you must call the appropriate authorization center to obtain authorization. Be sure to write the authorization number on the invoice and key in the number provided.***

April 2016

Below are frequently used numbers when processing credit card transactions.

Obtain Merchant City, Zip Code Report Request for Approval Number Suspicious Copy (RFCO) Activity Fax Number

American Express 800-528-2121 135 840 3236 800-528-2121 832-486-4476

CITGO Fleet and In-Store 800-842-0071 800-761-7181 800-395-0809 x7032

CITGO Rewards 800-859-9655 855-598-4885 800-603-0254

Diners Club 800-525-9040 800-525-9040 832-486-4476

Discover/PayPal 800-347-1111 60110 16161 00002 800-347-1111 513-900-6025

VISA/MasterCard 800-343-5792 117 107 946 Houston, 77077 Issuing Bank 402-933-1840

Voyager 800-987-6589 800-987-6591 832-486-1095

WEX 800-842-0071 800-926-5615 800-395-0809 x7032

QUICK REFERENCE GUIDE

Helpful Payment Card Operations Numbers CITGO Customer Service 800-423-8434 and Payment Card

CITGO Fleet 866-926-5615 (Marketers/Retailers only)

CITGO Help Desk 800-533-3421 option 2, option 2

Merchant Supplies 800-805-8492

Order Forms; POS Paper 800-533-3421 and Ribbons option 2, option 4

Out-of-Balance Batches 800-247-2251

Suspicious Activity or Person Using the Card (Code 10)

• Call authorization number for card type.

• Enter the merchant number shown to the left for Visa, MasterCard, American Express or Discover, then press #.

• Enter the credit card account number, then press #.

• Enter the credit card expiration date, then press #.

• Request a Code 10.

• The operator will ask you questions that can be answered with a “yes” or “no,” then advise you if the sale is valid and give you an authorization code.

Always check the following for each credit card transaction:

a. Name on card matches name on receipt

b. Expiration date is valid

c. Card has not been altered

d. Signature on receipt matches signature on the back of the card.

CITGO generally prohibits the sale of lottery tickets on both debit and credit cards. However, for states that have adopted legislation specifically allowing lottery sales on payment cards, CITGO will allow these sales on CITGO’s network with the understanding that marketer/ retailer must:

(1) comply with all state requirements associated with selling lottery tickets on payment cards; and

(2) accept all liability for charge-backs associated with the purchase of lottery tickets on payment cards; and

(3) comply with card brands registration procedures where applicable

Processing transactions must be conducted on CITGO POS equipment. When the POS terminal is not available or the network is unavailable, non-POS transactions may be conducted on a non-POS invoice (form 57-50). When the POS terminal or network is operational, the site must manually key into the POS device all paper transactions that were made during the outage.

April 2016

®

1

Payment Card Guide and RegulationsYour complete guide for all payment card transactions accepted by CITGO.

July 2017 FORM 57-289

2

Content

EMV Chip Card Processing .....................2

Best Practices/Training Tools to Assist You on Payment Card Transaction Processing .........................3

CITGO Rewards® ....................................4

CITGO Gift Card .....................................5

CITGO Check Card .................................6

CITGO Fleet, Fleet Select and Fleet Universal ......................................7

CITGO In-Store ......................................8

MasterCard and VISA ............................9

American Express ...............................10

Discover/PayPal ..................................11

Diners Club .........................................12

Voyager ...............................................13

WEX ....................................................14

Debit Networks ...................................15

EBT -Electronic Benefits Acceptance ....16

How to process non-POS manually imprinted invoices electronically ......................................17

Fullfilling Requests for Invoice Copies (RFCO) .........................18

Payment Card Regulations ..................19

Summary and Reward Procedures ........21

1

CITGO Quick Reference Guide

Below are frequently used numbers when processing credit card transactions.

Obtain Authorization

Merchant # City ZIP Code Report Suspicious Activity

Request for Copy(RFCO) Fax #

American Express 800-528-2121 135 840 3236 800-528-2121 832-486-4476

CITGO Fleet 800-842-0071 800-761-7181 x7032 800-395-0809

CITGO Fleet Select 800-842-0071 800-761-7181 x7032 800-395-0809

CITGO In-Store 800-842-0071 800-761-7181 x7032 800-395-0809

CITGO Rewards Card® 800-859-9655 855-598-4885 800-603-0254

Diners Club 800-525-9040 800-525-9040 832-486-4476

Discover/PayPal 800-347-1111 60110 16161 00002 800-347-1111 513-900-6025

VISA/MasterCard 800-343-5792 117 107 946 Houston 77077 Issuing Bank 402-933-1840

Voyager 800-987-6589 800-987-6591 832-486-1095

WEX 800-842-0071 800-761-7181 x7032 800-395-0809

HELPFUL PAYMENT CARD OPERATIONS NUMBERS

CITGO Customer Service and Payment Card 800-423-8434

CITGO Fleet (Marketers/Retailers only) 855-804-1455

CITGO Help Desk 800-533-3421 option 2, option 2

Merchant Supplies 800-805-8492

Order Forms; POS Paper and Ribbons 800-533-3421 option 2, option 4

Out-of-Balance Batches (CBR) 800-247-2251

Payment Card Operations 800-423-8434

If you are suspicious of the person using a VISA, Mastercard, AMEX or Discover card, call the appropriate card authorization number and request a Code 10. The operator will ask you questions that can be answered with a “yes” or “no,” then advise you if the sale is valid and give you an authorization code.

Always check each credit card for the following:

a. Name on card matches name on receipt

b. Card is not expired

c. Card has not been altered

d. Signature on receipt matches the signature on the back of the card

*** All transactions must have a valid authorization number. If the POS device messages states “call auth”, you must call the appropriate authorization center to obtain the authorization. Be sure to write the authorization number on the invoice and key in the number provided. *****

CITGO generally prohibits the sale of lottery tickets on both debit and credit cards. However, for states that have adopted legislation specifically allowing lottery sales on payment cards, CITGO will allow these sales on the CITGO network with the understanding that Marketer/Retailer must:

(1) comply with all state requirements associated with selling lottery tickets on payment cards.

(2) accept all liability for chargebacks associated with the purchase of lottery tickets on payment cards.

(3) comply with card brands registration procedures where applicable.

2

EMV (Europay MasterCard and VISA) Chip Card Processing

The customer will follow the steps below:

Step 1: Insert the chip end of the card into the terminal (instead of swiping).

Step 2: Keep the card in the terminal to complete the purchase.

Step 3: Take your card with them when they leave.

SecureEMV cards and terminals work as a team to protect card payments. EMV cards store payment information in a secure chip versus a magnetic stripe. Payment transactions are secured with (1) card authorization to protect against counterfeit cards, (2) cardholder verification that authenticates the cardholder and protects against lost and stolen cards, and (3) transaction authorization via a unique code assigned to each transaction that’s virtually impossible to replicate in a counterfeit card.

What is EMV?EMV is a chip embedded into credit cards for digital payment acceptance that will reduce counterfeit card liability. In order to avoid chargebacks from counterfeit card fraud, your locations must be able to accept EMV cards by the industry deadlines established.

The following dates indicate when financial institutions begin to pass along counterfeit card chargebacks.

• Inside – Oct. 1, 2015 • Island Card Reader (ICR) – Oct. 1, 2017

Chip

3

Best Practices/Training Tools to Assist You on Payment Card Transaction Processing

Read and understand all conditions outlined on page 19 “Payment Card Regulations”Cards Accepted:

Products/Services Prohibited from Purchase:• Lottery Tickets - CITGO generally prohibits the sale of

lottery tickets on both debit and credit cards. However, for states that have adopted legislation specifically allowing lottery sales on payment cards, CITGO will allow these sales on the CITGO network with the understanding that Marketer/Retailer must:

(1) comply with all state requirements associated with selling lottery tickets on payment cards.

(2) accept all liability for charge-backs associated with the purchase of lottery tickets on payment cards.

(3) comply with card brands registration procedures where applicable

• Accumulating Sales• Cash Advances• Money Orders• Firearms• Truck Rentals• Motel/Hotel Charges• Extended Warranties• Service Contracts• Materials disparaging to the CITGO brand (such as drug

paraphernalia, pornographic materials, etc.,)

General Processing Guidelines for all Cards1. Check the last 4 digits of the credit/debit card to the last

four digits of the POS receipt. If the numbers do not match, decline the sale and ask for another form of payment.

2. ID a customer request that you contact their issuing bank by calling the telephone number on the back of the credit card, decline and card the card authorization number (see page 1) ONLY for approval;; otherwise the transaction will be subject to chargeback.

3. Sales of food, beverage, cigarettes, phone cards and sundries are limited to $75.00 per day per card and must be sold in clearly itemized transactions. If marketer/retailer elects to sell these products in purchases exceeding the $75 limit, CITGO may charge back the entire purchase in the event of fraud or dispute.

4. Chip cards in the event the chip card does not read, ask for another form of payment.

5. All transactions must be clearly itemized; otherwise, they are subject to chargeback.

6. If you are suspicious of the customer using the card, call the authorization number (see page 1) and request a Code 10 for suspicious card.

Obtaining Credit Authorization via the Point-of-Sale (POS) Terminal or Calling the Authorization Center

• Indicates only the availability of funds at the time of authorization. It is not an unconditional promise or guarantee that any card transactions will not be subject to chargeback.

• If you are suspicious of the person making the transaction, call the authorization number and request a Code 10 (suspicious card), and the operator will ask questions to verify if the person using the card is in fact the true cardholder and provide an authorization code.

Common Chargeback Reasons (Some, Not All)

a. No authorization. If POS device prompts you to call for authorization and you fail to do so, the transaction is subject to chargeback.

b. Request for ticket copy not provided or not provided within the ten (10) day timeframe.

c. Manually keyed transactions – you must take the POS receipt and manually imprint the front of the receipt with the credit card to show the card was present at the time of sale (refer to page 5).

d. Unembossed cards CANNOT be manually entered into the POS device, as you have no way to imprint the receipt to show the card was present at the time of sale. You need to request another form of payment if the unembossed magnetic stripe cannot be read.

e. Sales of unauthorized products or sales in excess of established limits.

f. Disputed repair invoices.g. Late presentment of transactions – make sure the date

on your POS device is correctly set daily.h. Incomplete, unsigned or illegible invoices.i. Accumulating sales.j. No product description and/or ticket not itemized. • Ensure your keys on the POS device have codes/

descriptions of merchandise sold (i.e.: beer, cigarettes, etc., not just “merchandise”).

k. Split Sales- CITGO prohibits split sales processing multiple transactions separately instead of as one transaction. If you elect to process split sales, those transactions are subject to chargeback in the event of fraud or a dispute.

l. C-Store Merchandise Limit – Sales of food, beverage, phone cards and other sundries are limited to $75 per day, per card and must be clearly itemized. Sales of cigarettes may exceed $75 but are limited to one carton per day, per card and must be clearly itemized. If you elect to sell merchandise in transactions exceeding the limit, CITGO may charge back the entire purchase in the event of fraud or a dispute.

Velocity at the Dispensers a. CITGO enacted a daily velocity of two transactions in

a 24-hour period at the pump for VISA, MasterCard, America Express and Discover, (excluding fleet and debit transactions) to protect customers from fraudulent use

of their account, and to deter criminals. If a customer attempts a third purchase, within the 24-hour window, they will receive the message “see attendant,” and the clerk will receive the message “frequent user.”

b. VISA and MasterCard have separate bin ranges for their fleet customers (first six digits of the account number); therefore, the daily velocity is set at 9 transactions in a 24 hour period. However, American Express and Discover comingle their fleet accounts with consumers’ accounts; therefore, the daily velocity remains at 2 transactions in a 24-hour period.

c. If a customer enters a wrong ZIP code on a transaction, it is counted in the daily velocity count.

Skimming InformationCredit card skimming continues to be a major problem at fuel dispensers across the United States, but here are some best practices to put into play at your retail locations to help combat this type of fraud.1. Be familiar with the inside of your dispensers. Take photos

for future reference and check other dispensers for comparison if you find anything that looks abnormal.

2. Do daily inspections of all dispensers for any signs of tampering or any foreign devices. (The industry recommendation is to inspect all dispensers at the beginning of each shift.) Check behind cables to ensure skimmers are not hidden. Also, inspect dispensers if any card reader problems occur; non-operating or faulty operating card readers can be a sign that dispensers have been tampered with.

3. Upgrade locks or replace them. Be sure to check with your local fire department when you upgrade or replace to ensure they do not have any restrictions.

4. Utilize security tape over the crind doors on all dispensers to identify tampering. This tape, referred to as the “We Care Decal,” will indicate “VOID OPEN” in the event that someone tampers with a dispenser. Serial numbers must be tracked.

5. Use video surveillance cameras at the pump, if possible, to help deter criminals and to identify criminal activity. Be aware of suspicious vehicles parked for long periods of time at the fuel island.

The appearance of skimmers is always changing, so be suspicious of anything that looks unusual such as: • a skimming device installed directly behind the card

reader and wrapped in electrical tape. • a skimmer wrapped in electrical tape that was attached

to a longer cable dropped down below the crind door. This type of device is undetected when only the crind door is opened during inspections.

• an altered card reader that includes an additional board that is capturing data from each card that is swiped.

If you detect skimming devices at your locations, do not touch them. Immediately shut down the dispenser and call your local law enforcement. You should also contact Caleb Burke, CITGO Payment Card Operations manager, at 800-423-8434, ext. 4340, or cburke@citgo.com.

• CITGO Rewards®

• CITGO Gift Card• CITGO Fleet• CITGO Check Card• American Express• Discover/PayPal• Diner’s Club

• MasterCard/MasterCard Fleet• VISA/VISA Fleet• Wright Express (WEX)• Voyager• Fuelman (only if Marketer has

signed up for the program)

4

The CITGO Rewards® Card will be “unembossed”; the account number will be flat – not raised. The unembossed cards are designed to be processed electronically; however, if the magnetic stripe will not read, you may manually enter the account number into your POS device. You must prepare form 57-50 and legibly write the account number (APPLIES ONLY TO THE CITGO REWARDS® CARD) in the top left hand corner and completely itemize the invoice, including the authorization number and staple form 57-50 to POS receipt. In the event you get a request for copy, you must provide the POS and 57-50 receipts.CITGO reserves the right to issue various CITGO card graphic designs not depicted in this guide.

Transaction Processing• All transactions must be conducted on CITGO

point-of-sale equipment.

• If the POS terminal is not available or the network is unavailable:

• Call the authorization center to obtain an authorization, 800-859-9655.

• Write the credit card number and expiration date, and complete form (57-50) and itemize the sale, including the authorization number and customer signature, to show the credit card was present at the time of sale.

• When the POS is operational, manually enter the account number and sales information.

• Staple the invoice (57-50), to the POS receipt and maintain for your records. In the event you receive a request for copy of this transaction, both the POS and manual receipt must be furnished.

To Obtain Authorization if POS system prompts you to call the authorization center; POS system is down or you are suspicious of cardholder (Code 10):

• Contact the authorization center, 800-859-9655, and be prepared to provide the following information:

• Location number or area code and telephone number for your site

• Complete account number

• Expiration date or ZIP code as prompted

• Amount of sale

• Product being purchased

Failure to obtain an approval code could result in chargebacks. Customer’s signature on the invoice must correspond with the signature on the back of the credit card.

To obtain an approval number for the non-POS transaction, call 800-859-9655. Be prepared to provide the following information:

• Location number or area code and telephone number

• Complete account number• Expiration date or ZIP code as prompted• Amount of sale• Product being purchasedYou will be given an approval code or other instructions. Be sure to write the approval code on the invoice.

Products and Service RestrictionsAutomotive Services: No deposits or down payments on automotive services are allowed on the card. Automotive services completed in full may go on the card.

Cash advances are through Cirrus ATMs only.

CITGO Rewards® Card (CITGO-Branded Locations Only)

123456789 801VALID THRU1/17

CARDHOLDER NAME

2010MEMBER SINCE CARD NO

CITGO Rewards® Card Customer Service: 855-598-4879RFCO (Request For Copy of POS Invoice):

Fax # 800-603-0254 (must be 8 ½ x 11 only and must be legible)

PRODUCT RESTRICTION: Convenience Store/Fast Food/Miscellaneous MerchandiseC-Store Merchandise Limit – Sales of food, beverage, phone cards and other sundries are limited to $75 per day, per card and must be clearly itemized. Sales of cigarettes may exceed $75 but are limited to one carton per day, per card and must be clearly itemized. If you elect to sell merchandise in transactions exceeding the limit, CITGO may charge back the entire purchase in the event of fraud or a dispute.

CAUTION: Obtaining credit authorization does not permit charges in excess of the limits shown in this guide and does not exempt the Marketer/Retailer from any other credit conditions contained herein.

PRODUCTS AND SERVICES EXPRESSLY PROHIBITEDThe sale of the following items is expressly prohibited under any circumstances.

• Accumulating Sales • Truck Rental • Firearms • Motel/Hotel Charges • Cash Advances • Lottery Tickets • Money Orders • Cash Back• Materials disparaging to the CITGO brand (such as drug paraphernalia, pornographic materials, etc.)

5

The CITGO Gift Card is a pre-paid, stored value card sold at CITGO-branded locations. It is valid for products and services at participating CITGO-branded locations.

The CITGO Gift Card is not redeemable for cash, except where permitted by law (refer to table on right). An activated card should be treated as cash and will not be replaced if lost or stolen. These terms and conditions are printed on the back of each card, and additional terms and conditions are available on the website.

CITGO reserves the right to issue various Gift Card graphic designs not depicted in this guide. CITGO reserves the right to limit card order quantities. The CITGO Gift Card is rechargeable up to 999 times.

Activation and Transaction ProcessingGift Cards have no value until purchased and must be activated through the POS terminal by the store attendant at time of purchase. The consumer determines the value of the card for any whole dollar amount from $5 – $300 ($5.00 minimum activation with reloads in whole dollars starting at $1.00).

A POS terminal must make connection with the network, for both activations and sales, for the CITGO Gift Card to process. If the terminal cannot connect, another form of payment must be used. Refer to your POS System Manual user guide or the Integrated System Manual for instructions on Gift Card transactions.

Manual transactions are not allowed, whether manually keyed POS transactions or manually imprinted non-POS transactions.

• Limit the single-day daily activations (e.g., load or reloads) to $2,000 or less for a single card.

• Limit sales to a single consumer in one day so the aggregate sale of all cards is less than $10,000.

An initial activation fee of up to $0.50 may be charged when a customer purchases a new CITGO Gift Card. No other fees may be charged in association with the CITGO Gift Cards.

CITGO discourages the purchase of Gift Cards with a credit card, as you could be subject to double liability for the value if a stolen credit card is used to make the purchase. Transactions are subject to chargeback in the event of fraud or a dispute.

STATE CONSUMER PROTECTION STATUTESMandatory Cash Back Chart (7-2012)

State Dollar Amount

Maine Less than $5

New Jersey If original value was more than $5, less than $5

Rhode Island $1

Vermont Less than $1

Washington Less than $5

CITGO Gift Card (CITGO-Branded Locations Only)

PRODUCTS AND SERVICES EXPRESSLY PROHIBITEDThe sale of the following items is expressly prohibited under any circumstances.

• Accumulating Sales • Truck Rental • Firearms • Motel/Hotel Charges • Cash Advances • Lottery Tickets • Money Orders • Cash Back• Materials disparaging to the CITGO brand (such as drug paraphernalia, pornographic materials, etc.)

Customer Inquiries and General Retail Location Inquiries:

800-533-3421, option 2

6

CITGO Check Card (CITGO-Branded Locations Only)

OverviewThe CITGO Check Card is a payment card that is linked to a consumer’s checking account. When using the card, it is similar to an electronic check in that the transactions are ACH debited from the consumer’s checking account within 1 to 3 business days. The CITGO Check Card can be used as a form of payment at the pump and for in-store purchases at participating CITGO-branded locations. This is not a credit card and the consumer’s credit is not checked when they enroll. When consumers use the CITGO Check Card, they receive a discount off their total purchase amount.

ActivationConsumers will pick up a card at any participating CITGO location; the card is free to consumers. The CITGO Check Card is not active until a consumer enrolls and activates the card online. An alternative to online enrollment is a paper application form, which should be available at each store. A consumer can fill out the paper form and send in with a voided check.

Upon enrollment, some consumers will be active immediately and others will have to complete a two-step validation process. For those consumers, ZipLine (the CITGO ACH processor) will send a test deposit and withdrawal to the consumer’s checking account. The consumer will see the transactions within 1 to 3 business days. Once the consumer knows the amounts of the two test transactions, the consumer can enter them on the enrollment website or call Customer Service in order to activate their card.

Transaction ProcessingWhen consumers use the card, they receive a 1% discount on their total purchase. The discount amount is indicated in the debit from their checking account, which is less than what is shown on the POS receipt. This is called a “Back-End Reward.”

• All transactions must be conducted on CITGO point-of-sale (POS) equipment.

• The CITGO Check Card has spending limits set by ZipLine, which include per transaction, daily and weekly spending limits.

POS ProcessingIn order to complete a transaction with the CITGO Check Card, a PIN pad must be used to enter the consumer’s User ID/PIN (which was selected by the consumer during the enrollment process).

A POS terminal must make connection with the network for a sale to be completed and processed. If the terminal cannot connect, another form of payment must be used.

Since these are debit transactions secured via a UserID/PIN, PIN-debit at the gas pumps must be enabled for outside transactions to be processed.

Important Information a. Activation is completed online at

www.CITGOCheckCard.com or by calling ZipLine Customer Service at 844-687-1680.

b. Paper enrollment forms are mailed to ZipLine (by the consumer) for processing.

b. The ZipLine Customer Service phone number is 844-687-1680.

c. Additional cards can be added for use by other family members by picking up cards in a store and calling customer service.

d. The RFCO fax number is 954-449-8369.

e. If a card is left at store it should be destroyed.

f. If a consumer loses their card, they can report it lost/stolen on the member website or by calling customer service.

7

CITGO Fleet, Fleet Select and Fleet Universal cards provide full transaction data, including date and time of purchase, fuel type, quantity and price-per-gallon for commercial consumer use. Fleet managers can set card controls, including daily and monthly limits for fuel, merchandise and services. Free website access is available to view account information and update card controls. Tax-exempt billing is available for qualified agencies. All valid cards have expiration dates.

Transaction Processing (Fleet, Fleet Select and Fleet Universal)• All transactions must be conducted on CITGO

point-of-sale (POS) equipment.

• If the POS terminal is not available or the network is unavailable:

• Call the authorization center to obtain an authorization, 800-842-0071.

• Imprint the credit card and complete form 57-50 and itemize the sale, including the authorization number, driver ID and/or vehicle number, odometer and customer signature, to show the credit card was present at the time of sale.

• When the POS is operational, manually enter the account number and sales information.

• Staple the manually imprinted invoice (57-50), to the POS receipt and maintain for your records. In the event you receive a RFCO of this transaction, both the POS and manual receipt must be furnished.

POS Processing: There may be limitations on the amount of the transaction, grade of fuel, merchandise authorized or other miscellaneous items elected by the Fleet Account at the time of account approval that may restrict transaction authorization. All the credit cards have various combinations of the following customer prompting:

• Driver ID – four digits

• Odometer – up to seven digits (full miles only; do not enter tenths of miles)

• Customer Reference – four or six digits, depending on your POS software version

A PIN pad must be used to enter this information if prompted by the POS terminal. Refer to your POS manual for additional information.

To obtain authorization if prompted by the POS system; POS system is down or you are suspicious of cardholder (Code 10):

• Contact the authorization center, 800-352-4846 and be prepared to provide the following information:

• Location number or area code and telephone number for your site

• Complete account number

• Expiration date as prompted

• Amount of sale

• Driver ID and/or vehicle number if prompted

• Product being purchased

Failure to obtain an approval code or providing an invalid expiration date or missing billing date could result in a chargeback.

VIP hotline: 855-804-1455 RFCO (Request For Copy of POS Invoice):

Fax # 800-395-0809 (must be 8 1/2" x 11" only and must be legible)

CITGO Fleet, Fleet Select and Fleet Universal (CITGO-Branded Locations Only)

PRODUCTS AND SERVICES EXPRESSLY PROHIBITEDThe sale of the following items is expressly prohibited under any circumstances.

• Accumulating Sales • Truck Rental • Firearms • Motel/Hotel Charges • Cash Advances • Lottery Tickets • Money Orders • Cash Back • Personal, Family or Household Products• Materials disparaging to the CITGO brand (such as drug paraphernalia, pornographic materials, etc.)

CAUTION: Obtaining credit authorization does not permit charges in excess of the limits shown in this guide and does not exempt the Marketer/Retailer from any other credit conditions contained herein.

8

CITGO In-Store (CITGO-Branded Locations Only)

The CITGO In-Store card is for use when the customer has designated that all purchases be restricted to the CITGO location at which the card is retained. All features of Business and Business Select programs apply to the In-Store card as well.

The In-Store card is mailed by CITGO directly to the authorized CITGO location embossed on the face of the card. Point of Sale (POS) transactions will be declined if an attempt is made to use the card at any other CITGO location. If your 8-digit CITGO location number changes, please contact CITGO Business Customer Service. Your current In-Store cards can be temporarily coded to allow acceptance under the new location number until replacement In-Store cards can be issued with the new location number.

Transaction ProcessingProcessing transactions on these cards must be conducted on CITGO point-of-sale (POS) equipment. When the POS terminal is not available or the network is unavailable, non-POS transactions may be conducted on a non-POS invoice (form 57-50). See page 15 for non-POS processing instructions. When the POS terminal or network is operational, the site must manually key into the POS device all paper transactions that were made during the outage.

All non-POS transactions, regardless of the amount, must be cleared through the authorization center and must clearly show the approval number on the manually imprinted ticket (form 57-50).

POS Processing: There may be limitations on the amount of the transaction, grade of fuel, merchan-dise authorized or other miscellaneous items elected by the Fleet Account at the time of account approval that may restrict transaction authorization.

All the credit cards have various combinations of the following customer prompting:

• Driver ID – four digits • Odometer – up to seven digits (full miles only; do

not enter tenths of miles) • Customer Reference – four or six digits, depend-

ing on your POS software version

A PIN pad must be used to enter this information if prompted by the POS terminal. Refer to your POS manual for additional information.

To obtain an approval number, call 800-352-4846. Be prepared to provide the following information: • Location number (8 digits) • Complete account number • Expiration date • Total amount of sale

(whole dollars only – i.e., $9.95 = $10)

You will be given an approval code or other instructions. Be sure to write the approval code on the invoice.

Failure to obtain an approval code, invalid expiration date or missing billing data could result in chargebacks. Customer signature on invoice is required. Fleet drivers should contact their fleet manager if there is a problem with card acceptance. This card cannot be used at automated pumps (ICR/CRINDS).

VIP hotline: 855-804-1455 Fax: 877-470-2234

Email: citgovip@fleetcor.com Hours 7am - 5pm CST.

RFCO (Request For Copy of POS Invoice): Fax # 800-395-0809

(must be 8 1/2" x 11" only and must be legible)

PRODUCTS AND SERVICES EXPRESSLY PROHIBITEDThe sale of the following items is expressly prohibited under any circumstances.

• Accumulating Sales • Truck Rental • Firearms • Motel/Hotel Charges • Cash Advances • Lottery Tickets • Money Orders • Cash Back• Materials disparaging to the CITGO brand (such as drug paraphernalia, pornographic materials, etc.)

CAUTION: Obtaining credit authorization does not permit charges in excess of the limits shown in this guide and does not exempt the Marketer/Retailer from any other credit conditions contained herein.

9

MasterCard and VISA

MasterCard and VISA issue embossed and unembossed cards, which are accepted at our locations. The unembossed (flat) credit cards are designed to be processed electronically only. These are valid credit cards and should be accepted as a standard form of electronic payment. If the card cannot be processed electronically (magnetic stripe will not read), you must ask for another form of payment as these cards cannot be imprinted.

Transaction Processing• All transactions must be conducted on CITGO

point-of-sale (POS) equipment.

• If the POS terminal is not available or the network is unavailable:

• Call the authorization center to obtain an authorization, 800-343-5792.

• Imprint the embossed credit card, complete form (57-50) and itemize the sale, including the authorization number and customer signature, to show the credit card was present at the time of sale.

• When the POS is operational, manually enter the account number and sales information.

• Staple the manually imprinted invoice (57-50), to the POS receipt and maintain for your records. In the event you receive a request for copy of this transaction, both the POS and manual receipt must be furnished.

To obtain authorization if POS system prompts you to call the authorization center; POS system is down or you are suspicious of cardholder (Code 10):

• Contact the authorization center, 800-343-5792, and be prepared to provide the following information:

• Enter Authorization Merchant ID 117 107 946 (always use this merchant number)

• Enter the CITGO Corporate ZIP code = 77077 and city = Houston

• Complete account number

• Expiration date or zip code as prompted

• Amount of sale

• Product being purchased

• If VISA/MasterCard Fleet – provide the driver ID and or vehicle number

Failure to obtain an approval code could result in chargebacks. Customer’s signature on the invoice must correspond with the signature on the back of the credit card.

RFCO (Request For Copy of POS Invoice): Fax # 402-933-1840

(must be 8 1/2" x 11" only and must be legible)

The MasterCard logo and hologram may be located on the back of some cards.

PRODUCTS AND SERVICES EXPRESSLY PROHIBITEDThe sale of the following items is expressly prohibited under any circumstances.

• Accumulating Sales • Truck Rental • Firearms • Motel/Hotel Charges • Cash Advances • Lottery Tickets • Money Orders • Materials disparaging to the CITGO brand (such as drug paraphenalia, pornographic materials, etc.)

CAUTION: Obtaining credit authorization does not permit charges in excess of the limits shown in this guide and does not exempt the Marketer/Retailer from any other credit conditions contained herein.

PRODUCT RESTRICTION: Convenience Store/Fast Food/Miscellaneous MerchandiseC-Store Merchandise Limit – Sales of food, beverage, phone cards and other sundries are limited to $75 per day, per card and must be clearly itemized. Sales of cigarettes may exceed $75 but are limited to one carton per day, per card and must be clearly itemized. If you elect to sell merchandise in transactions exceeding the limit, CITGO may charge back the entire purchase in the event of fraud or a dispute.

10

American Express

American Express cardmembers may carry any of the following cards: Personal/Corporate (green), Blue, Gold, Platinum or Optima. Accept and process all cards the same way.

Transaction Processing• All transactions must be conducted on CITGO

point-of-sale (POS) equipment.

• If the POS terminal is not available or the network is unavailable:

• Call the authorization center to obtain an authorization, 800-528-2121.

• Imprint the credit card, complete form (57-50) and itemize the sale, including the authorization number and customer signature, to show the credit card was present at the time of sale.

• When the POS is operational, manually enter the account number and sales information.

• Staple the manually imprinted invoice (57-50), to the POS receipt and maintain for your records. In the event you receive a request for copy of this transaction, both the POS and manual receipt must be furnished.

To obtain authorization if POS system prompts you to call the authorization center; POS system is down or you are suspicious of cardholder (Code 10):

• Contact the authorization center, 800-528-2121 and be prepared to provide the following information:

• Authorization Merchant ID 135 840 3236 (always use this merchant number)

• Location number or area code and telephone number for your site

• Complete account number

• Expiration date or ZIP code as prompted

• Amount of sale

• Product being purchased

Failure to obtain an approval code could result in chargebacks. Customer’s signature on the invoice must correspond with the signature on the back of the credit card.

RFCO (Request For Copy of POS Invoice): Fax # 832-486-4476

(must be 8 1/2" x 11" only and must be legible)

PRODUCTS AND SERVICES EXPRESSLY PROHIBITEDThe sale of the following items is expressly prohibited under any circumstances.

• Accumulating Sales • Truck Rental • Firearms • Motel/Hotel Charges • Cash Advances • Lottery Tickets • Money Orders • Materials disparaging to the CITGO brand (such as drug paraphenalia, pornographic materials, etc.)

CAUTION: Obtaining credit authorization does not permit charges in excess of the limits shown in this guide and does not exempt the Marketer/Retailer from any other credit conditions contained herein.

PRODUCT RESTRICTION: Convenience Store/Fast Food/Miscellaneous MerchandiseC-Store Merchandise Limit – Sales of food, beverage, phone cards and other sundries are limited to $75 per day, per card and must be clearly itemized. Sales of cigarettes may exceed $75 but are limited to one carton per day, per card and must be clearly itemized. If you elect to sell merchandise in transactions exceeding the limit, CITGO may charge back the entire purchase in the event of fraud or a dispute.

11

Discover/PayPal

CAUTION: Obtaining credit authorization does not permit charges in excess of the limits shown in this guide and does not exempt the Marketer/Retailer from any other credit conditions contained herein.

Discover issues both embossed and unembossed credit cards, which are accepted at our locations. The Discover itTM unembossed (flat) credit card is designed to be processed electronically only. This is a valid credit card and should be accepted as a standard form of electronic payment. If the card cannot be processed electronically (magnetic stripe will not read), you must ask for another form of payment as this card cannot be imprinted.

Transaction Processing• All transactions must be conducted on CITGO

point-of-sale (POS) equipment.

• If the POS terminal is not available or the network is unavailable:

• Call the authorization center to obtain an authorization, 800-347-1111

• Imprint the embossed credit card, complete form (57-50) and itemize the sale, including the authorization number and customer signature, to show the credit card was present at the time of sale.

• When the POS is operational, manually enter the account number and sales information.

• Staple the manually imprinted invoice (57-50), to the POS receipt and maintain for your records. In the event you receive a request for copy of this transaction, both the POS and manual receipt must be furnished.

To obtain authorization if POS system prompts you to call the authorization center; POS system is down or you are suspicious of cardholder (Code 10):

• Contact the authorization center, 800-347-1111 and be prepared to provide the following information:

• Authorization Merchant ID 60110 16161 00002 (always use this merchant number)

• Location number or area code and telephone number for your site

• Complete account number

• Expiration date or ZIP code as prompted

• Amount of sale

• Product being purchased

Failure to obtain an approval code could result in chargebacks. Customer’s signature on the invoice must correspond with the signature on the back of the credit card.

RFCO (Request For Copy of POS Invoice): Fax # 513-900-6025

(must be 8 1/2" x 11" only and must be legible)

PRODUCTS AND SERVICES EXPRESSLY PROHIBITEDThe sale of the following items is expressly prohibited under any circumstances.

• Accumulating Sales • Truck Rental • Firearms • Motel/Hotel Charges • Cash Advances • Lottery Tickets • Money Orders• Materials disparaging to the CITGO brand (such as drug paraphenalia, pornographic materials, etc.)

PRODUCT RESTRICTION: Convenience Store/Fast Food/Miscellaneous MerchandiseC-Store Merchandise Limit – Sales of food, beverage, phone cards and other sundries are limited to $75 per day, per card and must be clearly itemized. Sales of cigarettes may exceed $75 but are limited to one carton per day, per card and must be clearly itemized. If you elect to sell merchandise in transactions exceeding the limit, CITGO may charge back the entire purchase in the event of fraud or a dispute.

12

Diners Club

Cards beginning with:

3 = Diners Club International cards are owned by Discover and are handled like Discover cards

5 = Diners Club North American cards are MasterCards

Cards beginning with “30” are BP co-branded cards and are NOT ACCEPTABLE at CITGO locations.

Transaction Processing - Refer to Discover procedures on page 11

RFCO (Request For Copy of POS Invoice): Fax # 832-486-4476

(must be 8 1/2" x 11" only and must be legible)

Cards issued outside the United States and Canada

PRODUCTS AND SERVICES EXPRESSLY PROHIBITEDThe sale of the following items is expressly prohibited under any circumstances.

• Accumulating Sales • Truck Rental • Firearms • Motel/Hotel Charges • Cash Advances • Lottery Tickets • Money Orders

• Materials disparaging to the CITGO brand (such as drug paraphenalia, pornographic materials, etc.)

CAUTION: Obtaining credit authorization does not permit charges in excess of the limits shown in this guide and does not exempt the Marketer/Retailer from any other credit conditions contained herein.

13

VOYAGER-issued cards are most commonly the general or “universal” card, which is blue and gold. Co-branded and special identity VOYAGER cards have different graphics and colors. Note: All cards will have the VOYAGER identification symbol in the lower right-hand corner.

Transaction Processing• All transactions must be conducted on CITGO point-

of-sale (POS) equipment.

• If the POS terminal is not available or the network is unavailable:

• Call the authorization center to obtain an authorization, 800-987-6589.

• Imprint the credit card, complete form (57-50) and itemize the sale, including the authorization number , driver ID and/or vehicle number, odometer and customer signature, to show the credit card was present at the time of sale.

• When the POS is operational, manually enter the account number and sales information.

• Staple the manually imprinted invoice (57-50), to the POS receipt and maintain for your records. In the event you receive a request for copy of this transaction, both the POS and manual receipt must be furnished.

To obtain authorization if POS system prompts you to call the authorization center; POS system is down or you are suspicious of cardholder (Code 10):

• Contact the authorization center, 800-987-6589 and be prepared to provide the following information:

• Location number or area code and telephone number for your site

• Complete account number

• Expiration date or ZIP code as prompted

• Amount of sale

• Driver ID and/or vehicle number if prompted

• Product being purchased

Failure to obtain an approval code or providing an invalid expiration date or missing billing date could result in a chargeback.

Voyager

PRODUCTS AND SERVICES EXPRESSLY PROHIBITEDThe sale of the following items is expressly prohibited under any circumstances.

• Accumulating Sales • Truck Rental • Firearms

• Motel/Hotel Charges • Cash Advances

• Lottery Tickets • Money Orders • Gift Cards

• Materials disparaging to the CITGO brand (such as drug paraphenalia, pornographic materials, etc.)

CAUTION: Obtaining credit authorization does not permit charges in excess of the limits shown in this guide and does not exempt the Marketer/Retailer from any other credit conditions contained herein.

Voyager Customer Service: 1-800-987-6591

RFCO (Request For Copy of POS Invoice): Fax# 1-832-486-1095

(must be 8 1/2" x 11" only and must be legible)

14

Accept only cards beginning with “04”

The WEX® commercial fleet card is issued by WEX to businesses using their fleet billing program. WEX cards may vary in look. Check the bottom right corner for the WEX symbol. This symbol will appear on all WEX cards.

Transaction Processing• All transactions must be conducted on CITGO

point-of-sale (POS) equipment.

• If the POS terminal is not available or the network is unavailable:

• Call the authorization center to obtain an authorization, 800-842-0071.

• Imprint the credit card, complete form (57-50) and itemize the sale, including the authorization number , driver ID and/or vehicle number, odometer and customer signature, to show the credit card was present at the time of sale.

• When the POS is operational, manually enter the account number and sales information. Be sure to enter the prefix that is imprinted on the card ”690046,” then the account number.

• Staple the manually imprinted invoice (57-50), to the POS receipt and maintain for your records. In the event you receive a request for copy of this transaction, both the POS and manual receipt must be furnished.

To obtain authorization if POS system prompts you to call the authorization center; POS system is down or you are suspicious of cardholder (Code 10):

• Contact the authorization center, 800-842-0071 and be prepared to provide the following information:

• Location number or area code and telephone number for your site

• Complete account number

• Expiration date or ZIP code as prompted

• Amount of sale

• Driver ID and/or vehicle number if prompted

• Product being purchased

Failure to obtain an approval code or providing an invalid expiration date or missing billing date could result in a chargeback.

POS ProcessingPlease be prepared to provide the following information when processing a transaction through the terminal:

• Fleet account number – swipe the card or key in the number from the card

• Driver ID – 4- or 6-digit number provided by the driver

• Odometer reading – provided by the driver

All information must be legible on the face of the invoice (electronic receipt and/or manually imprinted receipt). If not, it will be subject to chargeback.

1. Imprint a CITGO credit card invoice (form 57-50)with the WEX card:

- Account number

- Vehicle card number (five digits)

2. Itemize products sold on the invoice, showing the number of gallons, price per gallon and amount

3. Itemize any repairs, merchandise, etc., by separate category and amount.

4. Enter driver ID

5. Enter vehicle odometer reading

6. Enter WEX approval number

Customer signature on invoice is required.

PRODUCTS AND SERVICES EXPRESSLY PROHIBITEDThe sale of the following items is expressly prohibited under any circumstances.

• Accumulating Sales • Truck Rental • Firearms • Motel/Hotel Charges • Cash Advances • Lottery Tickets • Money Orders • Gift Cards• Materials disparaging to the CITGO brand (such as drug paraphenalia, pornographic materials, etc.)

CAUTION: Obtaining credit authorization does not permit charges in excess of the limits shown in this guide and does not exempt the Marketer/Retailer from any other credit conditions contained herein.

WEX Customer Service: 800-492-0669

RFCO (Request For Copy of POS Invoice) Mail to: Wright Express, 97 Darling Ave.,

South Portland, ME 04106-2301 Fax # 800-395-0809

(must be 8 1/2” x 11” only and must be legible)

WEX

15

CAUTION: Obtaining credit authorization does not permit charges in excess of the limits shown in this guide and does not exempt the Marketer/Retailer from any other credit conditions contained herein.

Debit Networks

General Retail Location Inquiries: 800-533-3421, option 2

To the right are the debit networks that are currently acceptable through CITGO. Notices will be sent on any new networks that may be added.

Transaction Processing• All transactions must be conducted on CITGO

point-of-sale (POS) equipment.

• If the POS terminal is not available or the network is unavailable, you cannot accept debit sales and must ask for another form of payment.

• Manual transactions are not allowed on debit sales.

Cash Back Restrictions – Retailers can allow a maximum amount of $40 cash back on a debit card purchase.

* Failure to obtain authorization could result in chargeback.

Customer signature on invoice must correspond with signature on card, except for pin debit.

16

EBT - Electronic Benefits Acceptance

Transaction ProcessingCITGO can process your EBT transactions!

Accept EBT on your existing Point of Sale (POS) today:

· VeriFone Ruby/Topaz with Sapphire· Vx520· Radiant

Vx520 Monthly rental fee = $75/month for both the terminal and the PINPad.

Locations without POS systems that support EBT have the option of ordering a Vx520 terminal to accept EBT transactions.

Criteria:

1. State EBT/SNAP registered merchant name on the merchant receipt must be the same exact name as on the CITGO network. (Example: Tom’s Express #3 vs. Tom’s CITGO #3. Both must be Tom’s CITGO #3)

2. If the names are not the same, please contact your specific state and complete a name change to match the CITGO merchant name. (Example: Tom’s CITGO #3)

3. Contact the CITGO POS Help Desk at 800-823-8434 ext. 5283, or email POSHELP@citgo.com and:

a. Request EBT card type to be added to your POS or order Vx520.

b. Provide your CITGO location #.

c. Provide your SNAP/EBT FNS number.

d. Provide your SNAP/EBT merchant information.

e. Contact CITGO after two business days to set up EBT processing if not already completed.

Questions?

Contact the CITGO POS Help Desk at 800-423-8434, ext. 5283, or email POSHELP@citgo.com.

17

How to Process Non-POS Manually Imprinted Invoices Electronically

• All transactions must be conducted on CITGO point-of-sale (POS) equipment and the CITGO Payment Card network.

• If the POS terminal is not available or the network is unavailable:

• Call the appropriate authorization center to obtain an authorization.

• Imprint the credit card, complete form (57-50) and itemize the sale, including the authorization number and customer signature, to show the credit card was present at the time of sale.

• When the POS is operational, manually enter the account number and sales information.

• Staple the manually imprinted invoice (57-50), to the POS receipt and maintain for your records. In the event you receive a request for copy of this transaction, both the POS and manual receipt must be furnished.

If your POS device is not operational, do not accept the following cards:

• CITGO Gift Cards • Debit Cards • EBT Cards • Unembossed MasterCard, Visa or Discover Cards

Credit Card Invoice (57-50)

• Imprint customer’s credit card, Retail location number, Retail location name and address Date of sale and Amount of charge. Always double check to make certain the written amount and imprinted amount are the same.

• Product category must be marked .

• All sales must be completely itemized and extended (5) to show quantity and unit price.

• Place for attendant initials (6).

• Customer must sign invoice at time of sale (7 .

• Approval number obtained from the AUTHORIZATION CENTER shall be accurately and legibly inserted (8).

• Show vehicle number or customer reference number .

• Show driver ID (1 and show odometer reading on all Fleet/Commercial cards where required according to driver.

1 2 3

4

5

6

7

8

9

10

11 12

13

Invoice retention is 18 months, and they must be stored in a secured location. After 18 months, the invoices must be shredded.

18

How to Submit a Request for CopyInvoice copies are due 10 calendar days from the request date.

Request for Copy NotificationThese requests can be obtained in one of three ways:

1. Electronic transmission to your CITGO gasoline supplier via DTN

2. A POS terminal message to your location (to set up, contact your Marketer)

3. MarketNet, a CITGO website

If a POS invoice is not received within 10 calendar days of the initial request, it is subject to chargeback.

Fulfilling Your Invoice Requests – How to avoid non-receipt chargebacks1. Make sure your location employees know where

to store POS terminal messages that contain RFCO information.

• Request for POS invoice copies can come at any time during the day. Be sure all employees know what these items look like as well as how to handle them.

2. Invoice(s) copies must be completely legible. Illegible invoice(s) will result in a chargeback. (An illegible invoice can be one that is light in print and cannot be read clearly.)

• Change printer ribbons frequently! It is your responsibility to make sure the invoice is legible.

3. When responding to a RFCO, send only one invoice per page:

• Place invoice on a 8 ½” X 11” paper along with the original request for invoice copy information showing. This information relates to the exact case in which you are responding.

• Do not fax more than one invoice on a page. If you have multiple requests, fax each one separately. Indicate on the sheet to which invoice request you are responding. See example to the right.

4. Fax the requested invoice to the “send to” fax number on the request.

KEEP YOUR FAX CONFIRMATION SHEET AFTER FAXING THE REQUESTED ITEMS. This document shows the date, fax number and confirmation that your request was sent to the issuer. The confirmation sheet is the only document that confirms the correct office received the requested invoice within the designated timeframe. Without this document you have no recourse to reverse a chargeback due to non-receipt. If your fax machine does not currently produce a confirmation sheet, consult your owner’s manual or service vendor to enable this function.

Fullfilling Requests for Invoice Copies (RFCO)

19Continued on next page

This document represents a binding agreement between CITGO Petroleum Corporation (“CITGO”) and CITGO Marketers and Retailers (Marketer and Retailer are referred to individually and collectively as “you”). You must comply with all terms and requirements as set forth within this CITGO Payment Card Guide & Regulations (“Guide & Regulations”), as amended by CITGO in its sole discretion from time to time, and agree to accept all cards identified herein (“Payment Cards”) as approved methods of payment within the CITGO payment card program, including but not limited to any and all CITGO proprietary cards as developed in its sole discretion from time to time. All Payment Card transactions must be transmitted through a CITGO-approved point-of-sale (“POS”) device which is certified with the current PA-DSS (Payment Application-Data Security Standards) requirements and which complies with all statutes or regulations passed by any state, local or federal government entity, for use on the CITGO-affiliated network. Customer-activated POS terminals such as dispenser card readers, to the extent present at any retail location, must be kept accessible and must provide a receipt for each transaction. CITGO reserves the right, in its sole discretion, to amend its payment card program, including the right to discontinue all or a portion of the program or discontinue or withdraw its CITGO proprietary cards and/or its approved Payment Cards and POS systems and/or software without written notice. All amendments to this Guide & Regulations will be effective as of the date stated on such amendment. Your failure to comply with any of the terms and requirements of this Guide & Regulations may result in the chargeback of invoices, fines, and/or fees assessed by the card brands or the termination of your participation in the CITGO payment card program. All POS terminals must transmit payment transactions via internet/broadband, unless CITGO grants an exception, and have a firewall installed using the products and services by a CITGO Authorized Firewall Provider as listed on MarketNet. CITGO reserves the right to update the CITGO Authorized Firewall Providers and related information from time to time without prior notice. Information regarding POS products, and CITGO-Approved Firewall Providers can be found on CITGO’s MarketNet or www.MyCITGOStore.com.

I. Invalid CardsTransactions on expired, damaged or invalid Payment Cards will not be honored by CITGO.

II. SurchargingYou may not require any cardholder to pay a surcharge as a condition for honoring any Payment Card authorized or permitted to be accepted under this Guide & Regulations.

III. Cash/Credit Tier PricingShould you choose to participate in cash/credit pricing, you must do so in compliance with all applicable local, state, and federal laws as well as the Association Rules and Regulations that are promulgated by VISA, MasterCard, Discover, American Express and other payment card companies (“Association Rules”). All signage must be approved by CITGO prior to posting. Approved retail signage may be obtained from the CITGO branding department.

IV. Minimum Transaction Amount Restrictions; No Discrimination or Differentiation You may establish a minimum transaction amount, not to exceed $10.00, on a credit (not debit) account. Imposing a minimum amount on debit transactions is expressly prohibited. You may not engage in acceptance practices that discriminate or differentiate between issuers or card brands.

V. Credit TransactionsYou may not process a credit transaction without having completed a previous offsetting payment card transaction with the same cardholder/account number. You may not accept money from a cardholder for the purpose of preparing a credit transaction that will effect a deposit to the cardholder’s account. Under no circumstances may you require a cardholder to waive the right to dispute a card transaction with the card-issuing bank.

VI. Lost or Stolen Payment CardsLost or stolen Payment Cards should be reported immediately to the appropriate phone numbers noted in this Guide & Regulations. Written notification of lost or stolen CITGO Rewards cards should be addressed to CITGO Petroleum Corporation, P.O. Box 965004, Orlando, FL 32896-5004. Cards left at the retail outlet should be cut in half and returned to the corresponding address on page 21.

VII. Manually-Imprinted InvoicesA. A CITGO Invoice (Form 57-50) for eligible cards

shall be completed when your site is unable to process electronically or the network is unavailable to you at the time of a transaction. Retailers must follow all instructions, including full completion of invoices, detailed on page 17.

B. A separate invoice must be completed for each sale. Sales to the same cardholder may not be split on separate invoices, and accumulating sales are expressly prohibited.

The cardholder’s copy of the invoice must be given to cardholder at the time of sale. The hard copy of the invoice must be electronically processed when the POS terminal or network is operational.

VIII. Payment by CITGO – Processing FeesA. Where applicable, and with appropriate

notification, CITGO will charge a processing fee on Payment Card transactions. In those situations, CITGO will discount the total amount of the settlement accordingly.

B. CITGO reserves the right to change the rate of the processing fee effective upon notice.

IX. Invoice RetentionYou must securely retain copies of POS transactions and non-POS manually-imprinted invoices for a minimum of eighteen (18) months. Copies must be retained in a secure manner that is accessible only by those personnel with a business need to know and delivered to CITGO upon request. Shred all documents after 18 months.

X. ChargebacksA. CITGO reserves the right to charge back Payment Card

transactions that are not in full compliance with the terms of this Guide & Regulations or the Association Rules, each as amended from time to time. CITGO shall have the right to correct and adjust for errors and inaccuracies. Chargebacks must be disputed within ten (10) calendar days ; however, there is no guarantee the chargeback will be reversed.

B. Authorization – You are responsible for obtaining authorization in advance for each Payment Card transaction. You acknowledge that authorization: (i) indicates only the availability of credit (or funds in the case of debit) at the time of authorization; (ii) does not warrant that the person presenting the card is the rightful cardholder; and (iii) is not an unconditional promise or guarantee that any Payment Card transaction will not be subject to chargeback.

C. Causes for chargebacks include, but are not limited to:

1. Failure to obtain authorization numbers. 2. Invalid, expired, or unauthorized card. 3. Accumulated sales or split sales. 4. Sale of unauthorized products or repairs

in excess of established limits (the full transaction is charged back).

Payment Card Regulations (CITGO-Branded, Private Label and Mystik)

20

5. Disputed repair invoices. 6. Incomplete, unsigned, or illegible invoices. 7. Failure to provide requested copies of POS

invoices within ten (10) calendar days. 8. Late presentation of transaction as

determined under this Guide & Regulations or as determined under the Association Rules and Regulations for the applicable Payment Card. MasterCard and VISA require that transactions be transmitted within three (3) and five (5) calendar days of sale respectively.

9. Transactions that, in the opinion of CITGO, constitute fraudulent activity.

10. Bulk sales, including paying for gasoline loads/deliveries with Retailer’s personal or business credit and/or debit card.

11. Manually-keyed transactions without Payment Card imprint and authorization number on sales slip.

12. “Unembossed” Payment Cards processed manually.

13. No product descrition. 14. Illegal merchandise or materials that may be

disparaging to CITGO’s brand image. 15. Split Sales- CITGO prohibits split sales

processing multiple transactions separately instead of as one transaction. If you elect to process split sales, those transactions are subject to chargeback in the event of fraud or a dispute.

16. C-Store Merchandise Limit – Sales of food, beverage, phone cards and other sundries are limited to $75 per day, per card and must be clearly itemized. Sales of cigarettes may exceed $75 but are limited to one carton per day, per card and must be clearly itemized. If you elect to sell merchandise in transactions exceeding the limit, CITGO may charge back the entire purchase in the event of fraud or a dispute.

D. CITGO shall have the right to offset chargebacks against any credit or obligation it owes you.

XI. Retailers Supplied by CITGO MarketersA. In the case of a Retailer supplied with CITGO

petroleum products by a CITGO Marketer, Retailer shall have no right, recourse, or claim for proceeds from Payment Card transactions against CITGO. The Marketer supplying the Retailer shall be solely responsible for settlement of Payment Card transactions with the Retailer.

B. Marketer is responsible for ensuring Retailer compliance with the terms and requirements of this Guide & Regulations.

C. Any notice by CITGO to a CITGO Marketer shall be deemed to be notice to the CITGO Retailers supplied by that CITGO Marketer.

XII. General ProvisionsA. All provisions in the applicable Marketer Franchise

Agreement or Distributor Franchise Agreement concerning Payment Card transactions apply to the Marketer in addition to any requirements of this Guide & Regulations. Marketer grants to CITGO a security interest in all Payment Card proceeds to secure all Marketer obligations to CITGO. The security interest of CITGO in such processes is perfected while such proceeds are in the possession of CITGO. In addition, CITGO may apply and/or set-off such proceeds against amounts owed to CITGO by Marketer.

B. Retailer; as used herein, means a retail location authorized by CITGO, or by a CITGO Marketer, to market CITGO-branded petroleum products.

C. Acts and knowledge of your employees and agents in making Payment Card transactions shall be deemed to be your acts and knowledge

D. If it is determined that you, your staff, or your personnel have committed any act, or have knowledge or notice of any fact or circumstances that would indicate fraudulent activity or any use other than the handling of normal Payment Card transactions, CITGO reserves the right to terminate your ability to accept Payment Cards and take all appropriate legal action to hold you liable for such action.

E. CITGO reserves the right to request your sales receipts and/or monthly sales reports, for auditing purposes, and you agree to provide such requested documents.

F. You may not, and you must ensure that your service providers do not, disclose, sell, or disseminate any information obtained solely as a result of a cardholder’s use of Payment Cards in transactions except for purposes of authorizing, completing, and settling card transactions and resolving any chargebacks, retrieval requests, or similar issues involving Payment Card transactions (other than pursuant to a court or governmental agency request, subpoena, or order). You must use proper controls for and limit access to, and render unreadable prior to discarding, all records, POS Equipment and pinpads and any other devices that could contain or transmit cardholder data.

G. Marketer shall maintain sufficient backup equipment, procedures, and processes to ensure that Retailer can continue properly processing payment card transactions in a manual mode, in the event of a major disruption, disaster, or failure in the local electronic system or the remote network.

H. You must be compliant with all provisions of the most current PCI-DSS requirements found at www.pcisecuritystandards.org, as well as all applicable statutes or regulations promulgated by local, stateand federal government entities (“Applicable Rules”). You are responsible for complying with the Applicable Rules to ensure that you and store employees protect all Personally Identifiable Information related to CITGO Payment Card transactions. Failure to comply can result in termination of participation in the CITGO Payment Card program, and could subject you to investigation and remediation costs, fines, fees, chargebacks and penalties.

I. You must cooperate fully with CITGO, law enforcement investigators, payment card industry representatives, or payment card industry-approved (or CITGO-approved) third parties and provide full and complete access to allow them to conduct a complete security review to validate compliance with PCI-DSS, Association Rules, applicable law, or CITGO-required security standards for protecting cardholder data.

You are responsible for balancing records to ensure payment of card transactions. Transactions older than (3) MasterCard (5) VISA days will not be guaranteed payment.

XIII This Guide & Regulations is effective upon receipt and supersedes all previous versions of the Guide & Regulations issued by CITGO. Any other written notice or condition furnished to you by CITGO governing Payment Card transactions, to the extent not inconsistent with this Guide & Regulations, continues in force as supplemental to this Guide & Regulations, until canceled or superceded by subsequent notice or conditions.

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Summary and Reward Procedures

Reward ProceduresSince you are an independent business person, CITGO cannot tell you how to conduct your affairs. If you receive a terminal response of BAD CARD when attempting to process a POS transaction, or are requested to pick up a credit card when obtaining approval through the Authorization Center, please do so peaceably. CITGO has not, will not and does not ever authorize you to accuse any person of a crime. It is suggested that you not make any accusations, file a complaint or cause the arrest of a customer without first consulting your attorney.

If you have been requested to decline the sale and pick up a credit card and have done so, cut the card in half just below the cardholder number. Do not damage the magnetic strip or account number. Mail it to the address indicated, accompanied by a slip of paper containing the date recovered, your name and address. Transmittals on returned American Express cards should also contain the CITGO SE Merchant Number 135 840 3236.

Mail cards to:

VISA/MasterCard Bank of America Merchant Svcs Attn: Card Return Department P O Box 5019 Hagerstown, MD 21740

American ExpressAmerican ExpressAwards DepartmentP O Box 53617 Phoenix, AZ 85072-3617602-516-5315

Cards Left At Retail OutletsNOTE: There is no reward for the return of any CITGO-issued card unless you are specifically requested to pick one up by FAX, letter or a telephone call from the CITGO office.

Return any cards left at the retail outlet each day with a letter stating “card left at Service Station”. No rewards are paid for these cards. Cut the card(s) in half, write a note stating “card left at service station” and mail as indicated below:

CITGOFleetCall 1-800-492-0669 for instructions.

CITGO Check CardDestroy the card.

VISA & MasterCardBank of America Merchant SvcsAttn: Card Return DepartmentP O Box 5019Hagerstown, MD 21740

CITGO RewardsPO Box 965004 Orlando, FL 32896-5004

DiscoverDiscover/Novus Card CenterSecurity Department RP O Box 28545Columbus, OH 43228-0545

American ExpressAmerican Express Co.P O Box 53617Phoenix, AZ 85072-3617

VoyagerCall 1-800-987-6591 for instructions

WEXCall 1-800-492-0669 for instructions

Credit Forms and SuppliesRetailers should obtain credit card forms and supplies from their Marketer. Marketers may obtain credit card forms and supplies by calling the Merchant Supplies Center at 1-800-805-8492. PLEASE ORDER BY FORM NUMBER. (Example: Credit Card Invoice – Form (57-50)

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Notes

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Notes

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26© 2017 CITGO Petroleum Corporation

www.citgo.com

CITGO Petroleum CorporationP.O. Box 4689Houston, TX 77210800-992-4846