Guideline for Telephone Order Payments
Purpose
The purpose of this document is to provide guidance in the usage of telephone order payment (credit/debit) card processing.
Scope
This guideline applies to all UNC Charlotte employees, affiliates and authorized users who will interact with payment card data, functions or systems as part of their job duties.
Contacts
Direct general questions about this guideline to the Office of the Bursar – Merchant Services at ecommerce@charlotte.edu.
Guidelines
Obtain Approval to Accept Telephone Order Payments
If the acceptance of cardholder data (CHD) via telephone order is needed for business operations, approval must be requested and obtained through the Office of the Bursar – Merchant Services. A request including business justification must be submitted to ecommerce@charlotte.edu. Any voice over IP solutions must be hosted by a third party service provider who can provide proof of Payment Card Industry Data Security Standards (PCI DSS) compliance. CHD must not interface with the University network.
Physical University Phone, or other PCI Compliant Solution, is Required
Card Not Present (CNP) payments must not be accepted over the Zoom desktop client or mobile app installed on a University device connected to the University’s network. The Zoom application is not a certified PCI compliant solution. Once approved, merchants should retain or acquire a physical Zoom phone from OneIT by contacting zoom-phone-group@charlotte.edu before accepting payments over the phone.
Personal Mobile Devices are Prohibited from Accepting Telephone Orders
CNP payments must not be accepted over personal mobile devices or the Zoom mobile app installed on a personal mobile device. Your personal mobile device is not a certified PCI compliant solution. Merchants who receive calls after-hours or off-site on a personal mobile device should direct customers to their physical Zoom phone line or send the customer a link to their secure online payment platform.
Handling Telephone Order Payments
Merchants approved to receive telephone order payments must ensure those payments are:
- Processed on approved devices as they are received (i.e., CHD should not be written down and never entered into a University device for processing later)
- Entered only by staff that have completed the merchant training requirements for card processing
Related Resources
Revision History
- Initially approved by the AVC for Finance on November 25, 2024