Dynamic

Currency
Conversion
Performance Guide
Helping Acquirers and Their DCC Service Providers
to Offer an Optimal Cardholder Experience

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 CONTENTS
1 INTRODUCTION.................................................................................................................................. 3
.1 ABOUT THIS GUIDE (DISCLAIMER)......................................................................................................... 3
1
1.2 NOT A TRANSACTION PROCESSING RULES REPLACEMENT............................................................. 3
1.3 WHERE CAN I LEARN MORE?................................................................................................................... 3

2 DYNAMIC CURRENCY CONVERSION............................................................................................... 5

.1 DESCRIPTIONS AND PRINCIPLES............................................................................................................ 5
2
2.2 BASIC REQUIREMENTS AS PER THE MASTERCARD STANDARDS................................................... 6
. CASE STUDY: REFUNDS.......................................................................................................................... 6
. CASE STUDY: CARDHOLDER BILLING CURRENCY........................................................................... 8
2.3 DCC PROHIBITIONS..................................................................................................................................10
.CASE STUDY: PREPAID TRAVEL AND DEBIT MULTICURRENCY CARDS.....................................10

3 DCC PERFORMANCE MONITORING............................................................................................... 11

.1 THE ENHANCED EUROPEAN DCC PERFORMANCE PROGRAM.....................................................11
3
3.2 THE GLOBAL POI CURRENCY CONVERSION PERFORMANCE PROGRAM...................................11
3.3 REGISTRATION...........................................................................................................................................11
3.4 MARKET AUDITING AND MONITORING................................................................................................12
3.5 EFFECTIVE IMPLEMENTATION OF ANY CORRECTIVE PLANS.........................................................12
3.6 CARDHOLDER COMPLAINTS.................................................................................................................12
. CASE STUDY: CARDHOLDER CHOICE...............................................................................................13
3.7 CARDHOLDER CHARGEBACK RIGHTS.................................................................................................14
. CASE STUDY: CARDHOLDER CHARGEBACK RIGHTS....................................................................14

4 SCREEN AND RECEIPT PERFORMANCE GUIDANCE..................................................................... 15

.1 TERMINAL SCREENS.................................................................................................................................15
4
4.2 ADVICE SLIPS.............................................................................................................................................17
4.3 TRANSACTION RECEIPTS........................................................................................................................18

5 CARDHOLDER EXPERIENCE PERFORMANCE GUIDANCE............................................................ 19

.1 MERCHANT TRAINING..............................................................................................................................19
5
5.2 MERCHANT COMMUNICATION METHODS FOR OFFERING DCC IN
ATTENDED POS ENVIRONMENTS.........................................................................................................20
. CASE STUDY: MERCHANT TRANSPARENCY.....................................................................................21
5.3 PREAUTHORIZED TRANSACTIONS........................................................................................................21

6 FREQUENTLY ASKED QUESTIONS................................................................................................. 23

.1 FOR ACQUIRERS........................................................................................................................................23
6
6.2 FOR ISSUERS..............................................................................................................................................23

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 1. INTRODUCTION
This section contains an overview of this guide and other available resources.

1.1 ABOUT THIS GUIDE (DISCLAIMER)

The purpose of this guide is to provide a high-level overview of Mastercard point-
of-interaction (POI) currency conversion, otherwise known as dynamic
currency conversion (DCC), and the associated performance program.
The Mastercard Standards refer to DCC and POI currency conversion
interchangeably, where the POI reflects the location at which the
transaction takes place (e.g., automated teller machine [ATM],
internet [merchant website], or point-of-sale [POS] terminal).
Mastercard has endeavored to ensure that the information
presented in this guide is accurate. In the event of
a discrepancy or conflict between the information
presented herein and a Mastercard Standard, policy,
operating regulation, or procedure, including those set
forth in the Mastercard Transaction Processing Rules,
the Mastercard Standard, policy, operating regulation,
or procedure shall exclusively govern and the conflicting
information set forth herein shall be of no effect.
Mastercard disclaims any warranty of any kind to the use
of or reliance on the information set forth herein.

1.2 NOT A TRANSACTION PROCESSING RULES

REPLACEMENT
This guide does not serve as a replacement for the Transaction
Processing Rules or any other Mastercard manual. For current details
regarding Mastercard Standards, refer to the Mastercard manuals
found on the References page of the Technical Resource Center application on
Mastercard Connect™ (www.mastercardconnect.com). As Mastercard Standards and the DCC
performance program are constantly evolving, refer to Announcements published by Mastercard
in the Technical Resource Center application for upcoming changes to the Standards and DCC-
related processes.

1.3 WHERE CAN I LEARN MORE?

Cardholders should contact their card issuer, and merchants should contact their acquirer for
assistance or additional information regarding DCC.
Issuers, acquirers, and service providers may contact the Mastercard POI Currency Conversion
team via e-mail at [email protected].
The manuals in the following subsections provide vital information for DCC. They are available
via the References page of the Technical Resource Center application on Mastercard Connect.

1.3.1 TRANSACTION PROCESSING RULES

Mastercard Standards on processing, terminal and receipt requirements, and acceptance
procedures can be found in Section 3.8, “POI Currency Conversion”, of the Transaction Processing
Rules manual. In addition, model DCC screens and receipts and associated requirements can be
found in Appendix F, “Signage, Screen, and Receipt Text Display”, of the manual.

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 1.3.2 MANUALS FOR TRANSACTION PROCESSING REQUIREMENTS AND
DATA ELEMENTS
DCC transactions have specific processing requirements associated with data element (DE)
54 (Amounts, Additional). The manuals listed in the table below provide information and DE
definitions for different types of transaction messages.
Table 1: Location of DE Definitions in Mastercard Manuals

Manual Title and DE Definitions

Transaction Message Type
Chapter Number

Authorization messages sent via the

Customer Interface Specification — Chapter 4
Mastercard Dual Message System

Integrated Product Messages (IPM)

IPM Clearing Formats — Chapter 7 clearing messages sent via the Mastercard
Clearing System

Financial Transaction messages sent via the

Single Message System Specifications — Chapter 4
Mastercard Single Message System

For additional information on DCC transaction processing requirements, refer to subsection

2.2.4, “Transaction Processing”, of this guide.

1.3.3 MASTERCARD SERVICE PROVIDER REGISTRATION GUIDE

The Mastercard Service Provider Registration Guide provides information on the service provider
registration process. Acquirers must register themselves and any DCC service providers with
Mastercard prior to offering DCC. For more information about this requirement, refer to
subsection 3.3, “Registration”, of this guide.

1.3.4 OTHER USEFUL MANUALS

• Authorization Manual
• Chargeback Guide
• Global Clearing Management System Reference Manual
• Mastercard Rules
• Quick Reference Booklet
• Settlement Manual
• Single Message System Settlement and Reports

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 2. DYNAMIC CURRENCY
CONVERSION
Mastercard created this guide to help acquirers, DCC service providers, and merchants better
understand the requirements and Standards of the DCC service and to clarify the steps they
need to take to perform this service in accordance with Mastercard Standards.

2.1 DESCRIPTIONS AND PRINCIPLES

DCC is a service provided by acquirers and their merchants or ATM owners that allows a
cardholder to choose to complete their cross-border transaction in either the local currency or
their billing currency (i.e., the currency in which the card was issued). If the cardholder chooses
to complete the transaction in the merchant’s or ATM’s local currency, the transaction amount
will be converted using the exchange rate provided by their card issuer. If the cardholder chooses
to complete the transaction in their card’s billing currency, their account will be debited using the
exchange rate offered by the acquirer.
DCC is not a Mastercard product or service. However, Mastercard has constructed a set of
Standards and requirements for any acquirer, DCC service provider, merchant, or ATM owner
offering DCC. These Standards ensure that the currency conversion process is transparent, as all
relevant information is available to the cardholder to allow them to make an informed decision.
Further, this transparency provides the following benefits:
• Helps prevent cardholder confusion or dissatisfaction during the purchasing process or
upon viewing their account statement; and
• Instills cardholder confidence in the service and the Mastercard brand.
Accordingly, there is an associated performance program that proactively monitors adherence to
these Standards.

2.1.1 CROSS-BORDER TRANSACTION FLOW

This flowchart demonstrates the difference in the transaction flow when a cross-border
transaction is processed with or without DCC.

British tourist at a merchant/ATM in Belgium

Two transaction options: The cardholder can choose whether to be charged in
EUR (local currency) or GBP (billing currency)

Process with DCC Process without DCC

 ardholder chooses GBP

C C
 ardholder chooses EUR
(charged in billing currency) (charged in local currency)

Receipt is in EUR and GBP Receipt is in EUR

EUR to GBP conversion by merchant EUR to GBP conversion by issuer

NO currency conversion FULL currency conversion

details on statement details on statement

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 2.2 BASIC REQUIREMENTS AS PER THE MASTERCARD STANDARDS
Before offering DCC to cardholders at any of their merchants or ATM locations, the
acquirer must first register themselves and any DCC service provider. For more information
on the registration process, refer to subsection 3.3, “Registration”, of this guide.
The following requirements apply when offering DCC:
• No specific currency conversion method may be implemented as the default option;
• The cardholder must not be required or encouraged (i.e., “steered”) in any manner
to use DCC;
• The offer must be presented in a clear and neutral manner;
• The cardholder’s choice must be honored by all entities that offer DCC; and
• The offer must comply with all applicable cardholder disclosure requirements.
Additionally, the offer must comply with all applicable local laws and regulations.
If the cardholder does not explicitly choose to have the transaction completed in their
billing currency, it must be processed in the local currency. DCC must not be selected in the
cardholder’s absence.
In the case of any refunds, the refund must be processed in the same currency used in the
original transaction.

Case Study: Refunds

Scenario: I chose to use DCC when making a purchase. However, my card was charged for
a significantly higher amount than the payment amount disclosed to me during checkout. I
tried to cancel, but the refund was not made in the same currency, resulting in a second
conversion loss.
Issue: Incorrect refund processing
Merchant staff must not submit refunds in a different currency
from the currency of the original transaction. Section 3.8.5,
“Transaction Processing Requirements”, of the Transaction
Processing Rules states that refunds of DCC transactions
must be processed in the same currency used in the original
transaction. This Standard is in place to ensure that the
cardholder is properly reimbursed and does not suffer a loss
due to a second conversion.
Resolution: Refunds of DCC transactions should be
submitted as one of the following:
• As a reversal;
• As a credit in the DCC currency and amount, matching
the DCC currency in which the purchase transaction was
processed; or
• As a credit with DCC applied at the exact exchange rate as the
original purchase transaction, such that the final currency and
amount match the currency and amount of the original purchase
transaction.
If the cardholder suffers a loss due to currency conversion, they have a chargeback right for
the loss amount. Please refer to the Chargeback Guide for further information.

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 2.2.1 PREVENTING CARDHOLDER INFLUENCING OR STEERING
In order to ensure that the cardholder has an opportunity to equally weigh the
options available:
• The cardholder must be clearly advised of the option of completing their transaction in
either the local currency or the billing currency.
NOTES: Presenting the options without offer wording does not clearly introduce the service
to the cardholder and is not sufficient to inform them about the choice that they are
being offered.

The offer wording is a clear message advising the cardholder of their choice to
complete the transaction in either the local currency or the cardholder’s billing
currency. This wording must be placed prominently on the screen of the cardholder’s
POI.

• The currency options must be presented equally in manner and prominence.

• The DCC offer wording must not use confusing, biased, or misleading language or
formatting.

Prohibited practices with regard to cardholder influencing or steering include, but are not limited
to, the examples below:
• The cardholder must not be asked to select “yes” or “no”, “accept” or “decline”, “continue”
or “cancel”, or similar pairs of positive and negative options.
• The offer must not single out DCC as the only option or be phrased as a yes-or-no
question.
• Currency selection must not use “traffic lighting” color patterns, such as red and green
buttons.
• The terminal must not highlight or preselect the DCC option.
• The terminal must not use language that misrepresents or may draw false conclusions
about the issuer’s conversion process, such as implying that the issuer’s conversion will
add fees or unexpected conversion charges, or otherwise.
• DCC must not be presented as the more favorable option.
• Currency conversion options must not be misrepresented as being provided by
Mastercard.

2.2.2 CARDHOLDER DISCLOSURE

Before an authorization or preauthorization request for the transaction is submitted, and before
the cardholder is asked to make their currency selection, the cardholder must be informed of all of
the following:
• Their right to choose the currency in which the transaction will be completed;
• The transaction amount in the local currency;
• The transaction amount in the billing currency;
• The currency conversion rate to be applied if the transaction is completed in the billing
currency; and
• Any other fee that can be charged if the cardholder selects DCC (for example,
commission, value added tax [VAT], etc.).
The merchant or terminal operator must also comply with any additional cardholder disclosure
requirements that apply to the acceptance environment.
All information and instructions must be provided in English or in the cardholder’s native
language.

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 Case Study: Cardholder
Billing Currency
Scenario: I made an ATM withdrawal while
travelling, and DCC was applied without my
knowledge. Additionally, the transaction was
converted to the wrong currency instead of my
card's billing currency. This resulted in double
conversion, which caused a financial loss.

Issues: Automatic DCC; Incorrect identification of

cardholder billing currency

When a DCC transaction is converted to the wrong

currency, this is most commonly an indication that
the acquirer or DCC provider is not using up-to-date
bank identification number (BIN) tables sourced from
Mastercard. This can cause the cardholder's billing currency to
be misidentified.

Resolution: Acquirers must regularly update and maintain accurate BIN range
information using files sourced from Mastercard. Furthermore, they must ensure that all
downstream entities, such as DCC service providers and merchant/ATM systems, are also
using the current files.

2.2.2.1 ATTENDED ACCEPTANCE ENVIRONMENTS

At an attended POS terminal, the cardholder disclosure requirements may be fulfilled via a(n):
• Cardholder-facing terminal;
• Advice slip (i.e., a hard copy DCC offer, typically printed by the register connected to the
terminal); or
• Verbally by the merchant.
If the offer is presented on multiple or scrolling screens, the screen flow must require the
cardholder to view all of the required cardholder disclosure elements before the currency selection
options are presented to the cardholder.

2.2.2.2 UNATTENDED ACCEPTANCE ENVIRONMENTS

All unattended acceptance environments must display the following standard cardholder
disclosure disclaimer message to the cardholder, verbatim, before an authorization or
preauthorization request for the transaction is submitted, and before the cardholder is asked to
make their currency selection:

"MAKE SURE YOU UNDERSTAND THE COSTS OF CURRENCY CONVERSION AS

THEY MAY BE DIFFERENT DEPENDING ON WHETHER YOU SELECT YOUR HOME
CURRENCY OR THE TRANSACTION CURRENCY."

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 Table 2: DCC Offer Requirements in Different Unattended Acceptance Environments

Acceptance
DCC Offer Requirements
Environment

POS terminal If an unattended POS terminal cannot comply with the cardholder disclosure
requirements, the merchant must satisfy the requirements by some alternative means
to ensure that the cardholder understands the DCC offer before being asked to make
their currency selection.
NOTE: An unattended POS terminal is an environment in which the cardholder
completes a purchase for a product or service without an interaction with a cashier or
other merchant staff member.

ATM An acquirer must obtain approval to implement or update an ATM DCC offer by
terminal submitting samples of their proposed screens and receipts to Mastercard via e-mail
([email protected]) for review.
A cash withdrawal without a printed receipt at an ATM terminal is only allowed if the
device is out of paper. An exception to this requirement is in the Europe region where ATM
terminals without receipt printing capability are not required to offer a DCC receipt.
When a printed receipt is not available, the cardholder must be so advised prior to the
transaction taking place.

E-commerce During the checkout process, the merchant’s website or application must clearly and
and mobile prominently provide all of the required cardholder disclosure elements listed in subsection
2.2.2 of this guide before asking the cardholder to make their currency selection.
When DCC is offered for an e-commerce transaction, a currency conversion option may
be preselected by the DCC service provider, but the cardholder must be clearly provided
with the means to opt out of the currency conversion during the checkout process and
pay in the local currency.

2.2.3 TRANSACTION RECEIPTS

If a cardholder chooses to complete a transaction using DCC, they must be offered a transaction
receipt that discloses each of the following:
• Total transaction amount in the local currency;
• Total transaction amount in the converted currency as agreed to by the cardholder;
• Currency symbol or code of each; and
• Currency conversion rate used for the transaction.

2.2.4 TRANSACTION PROCESSING

When DCC is performed, transaction messages must contain an occurrence of DE 54 (Amounts,
Additional) populated with the subfield information shown in the table below.
Table 3: DE 54 Subfield Descriptions

Subfield
Subfield Name Purpose
Number
Additional Indicates through a value of 58 that DCC was performed on the
2 Amount, transaction and that the other subfields in the DE 54 occurrence relate
Amount Type to the conversion details.
Records the original, pre-conversion transaction currency code (i.e., the
Additional merchant’s local currency).
3 Amount,
NOTE: DE 49 (Currency Code, Transaction) reflects the updated
Currency Code
transaction currency as chosen by the cardholder.
Records the original, pre-conversion total transaction amount, inclusive
Additional of any fees, surcharges, or cash back, if applicable.
5 Amount,
NOTE: DE 4 (Amount, Transaction) reflects the updated transaction
Amount
amount in the currency chosen by the cardholder.

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 2.3 DCC PROHIBITIONS
DCC must not be offered on:
• Contactless transactions at or below the applicable cardholder verification method
(CVM) limit or ceiling limit, as DCC is not consistent with the convenient nature of
contactless payments.
• Mastercard or Maestro prepaid travel cards or debit multicurrency cards. These cards
are issued in one or more foreign currencies of the cardholder’s choice, which allows use in
the local currency when travelling abroad. Performing DCC on these cards results in the
transaction amount being converted multiple times, thereby negating the cards’ benefit.
• Mastercard Enterprise Solution Wholesale Travel Program (MWP) account ranges,
as they are single-use virtual accounts used exclusively for business-to-business (B2B)
payments and generated in the intended currency.

Case Study: Prepaid Travel and

Debit Multicurrency Cards
Scenario: I have a prepaid travel card, and I loaded it with the currency
of the country that I was going to visit. When I tried to make a cash
withdrawal in the local currency while on my trip, the ATM offered me
DCC, even though my card was denominated in the local currency
and there was no need for conversion.
Issue: Applying DCC on cards that support the local currency
DCC must not be offered on prepaid travel cards, issued in
single or multiple foreign currencies, or on debit multicurrency
cards. Offering DCC negates the benefit to the cardholder
of locking in the exchange rate at the time of load and the
convenience of selecting their intended currencies beforehand.
The offering of DCC on these types of cards results in the
transaction amount going through multiple conversions before
being deducted from the card's account balance.
Resolution: Acquirers and DCC providers must only offer DCC for
account ranges that allow DCC.

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 3. DCC PERFORMANCE
MONITORING
This section outlines the performance monitoring process, including the structure and
requirements of the associated performance programs, the registration process, and
cardholder complaints.

3.1 THE ENHANCED EUROPEAN DCC PERFORMANCE PROGRAM

Mastercard introduced the Enhanced European DCC Performance
Program to provide a consistent and structured performance
approach.
This program applies to:
• Single European Payments Area
(SEPA) countries
• Albania
• Bosnia and Herzegovina
• Kosovo
• Macedonia
• Moldova
• Montenegro
• Serbia
• Turkey
• Ukraine
The goals of the performance program are to:
• Support DCC implementation;
• Ensure adherence to Mastercard Standards;
• Improve the cardholder experience; and
• Support the expansion of acquirers’, merchants’, and ATM
owners’ DCC business.

3.2 THE GLOBAL POI CURRENCY CONVERSION PERFORMANCE PROGRAM

Mastercard introduced the Global POI Currency Conversion Performance Program to support
DCC activities at a global level. This program covers all countries not included in the Enhanced
European DCC Performance Program.

3.3 REGISTRATION
If an acquirer offers DCC at any of their merchant/ATM locations, the acquirer must register
themselves and any DCC service providers:
• If an acquirer does not use a third party service provider, they must register themselves
as their own service provider.
• An acquirer does not need to register the merchant/ATM locations where DCC is offered.
• Registration is performed at the Customer ID (CID) level; therefore, it is not necessary to
register individual ICA numbers, provided that the ICA numbers fall under the same CID.
• The responsibility for fees remains with the acquirer, even in cases when they are using a
service provider.
• Initial and renewal fees are charged per registration — regardless of whether an acquirer
or service provider is the registree. An acquirer may register multiple service providers.
• Any of the ICA numbers under the registered CID that are set up for billing can be
designated as the billing ICA number.
• Registration automatically renews in July of each year until the customer marks the
service provider, or the DCC service, as terminated.

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 3.3.1 REGISTRATION PROCESS
Registration is completed through the My Company Manager application on Mastercard
Connect. Users must have Business Administrator access to add or modify a registration.
To add or modify a registration, select POI Currency Conversion/DCC in the checklist of services
provided and indicate the effective date. This date can be set in the future, but it cannot be
backdated. Once submitted, registration details are updated in real time.
Step-by-step guides are available on Mastercard Connect. To access:
1. Click the Support tab.
2. Select About products and services on the left side of the screen under Categories.
3. Click Manage My Company guides and videos from the list under My Company
Manager.
The guides contain screenshots and videos. Translations are available on My Company Manager
in simplified Chinese, French, Portuguese, Russian, and Spanish.
Additionally, the Mastercard Service Provider Registration Guide is accessible in the Rules
application on the References page of the Technical Resource Center on Mastercard Connect.
To access:
1. Click the Support tab.
2. Select Technical Resource Center on the right side of the screen under Publication
documents.
3. Click References on the left side of the screen under Browse Documents.
4. Select the Rules application from the list under References.

3.4 MARKET AUDITING AND MONITORING

To ensure that DCC is deployed in accordance with the applicable Standards, an independent,
external organization conducts extensive auditing on behalf of Mastercard through “mystery
shopping”.
The audit primarily, but not exclusively, focuses on:
• Choice and transparency for the cardholder;
• Absence of default conversion;
• Screen clarity as per Mastercard Standards; and
• Accuracy in transaction messages.
Any location for which Mastercard has previously received a cardholder complaint may be
included for further investigation in an upcoming audit.

3.5 EFFECTIVE IMPLEMENTATION OF ANY CORRECTIVE PLANS

Any issues encountered during the audit will be communicated to the acquirer, and they will need
to develop a corrective plan to be agreed upon with the Mastercard Acceptance Performance
team. The corrective action plan will be considered successful when the actions in the plan have
been implemented and confirmed by a second audit.

3.6 CARDHOLDER COMPLAINTS

A cardholder may raise a complaint (directly to Mastercard or their issuing bank) about the DCC
process when they have not been made fully aware of any of the following:
• Choice of currency;
• Transaction amount in both currencies; or
• Exchange rate.
When Mastercard receives a complaint, the Acceptance Performance team investigates the
complaint and then notifies the acquirer of the initial findings. The acquirer must respond within
the set timeframe and with all of the information requested by the team. Where appropriate, the
acquirer will be asked to take action to remedy the complaint.

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 Once confirmation has been received from the acquirer that the complaint has been addressed
at the merchant and/or ATM owner level, Mastercard’s auditing team will test the acquirer’s
corrective actions to ensure that the merchant’s and/or ATM owner’s performance is in
accordance with Mastercard Standards.

Case Study: Cardholder Choice

Scenario: While visiting continental Europe from London, I paid for dinner at a restaurant by
card. The wait staff brought a portable terminal to my table, inserted my card, and then passed
the terminal to me to enter my PIN. After entering my PIN, I gave the terminal back to the wait
staff. They pressed a few other buttons, then gave me the receipt.
To my surprise, I noticed that I had been charged in GBP instead of EUR. I asked the wait staff to
reverse and correct the transaction, but they didn't know how to do it.
Issues: Automatic DCC; Insufficient merchant training on DCC
When DCC is performed without the cardholder's knowledge, this practice is referred to as
automatic DCC, and it is the most common type of cardholder complaint. It is also a typical
example of issues encountered during merchant audits.
In this instance, the choice of currency conversion was offered on the terminal, but
it was performed after the cardholder’s PIN had been entered, and the option
was not conveyed to the cardholder by the wait staff. This is not the correct
procedure and is not permitted under Mastercard Standards.
Resolution: The choice of currency conversion always should be offered to
the cardholder before they enter their PIN. The cardholder's PIN provides
confirmation and approval of the transaction that is about to occur and
should therefore always be the last step in the transaction submission to
the issuer for authorization.
The terminal screen should clearly state the option of DCC prior to the
cardholder entering their PIN, and it should prompt them at that time to
choose either the local currency or their billing currency for the transaction.
This helps avoid confusion or disappointment by the cardholder.
The merchant’s staff must be provided with the required DCC service training
on cardholder choice as well as voiding sales when requested by the cardholder.
Other common examples of automatic DCC applied in different acceptance
environments include but are not limited to:
• Retail merchant – DCC was automatically applied to the transaction either by
improper terminal software specifications or because the merchant chose DCC on
the cardholder's behalf.
• E-commerce – DCC was applied to an internet transaction because the option to
opt out was either unclear or nonexistent.
• ATM – An ATM offered DCC to a cardholder but only gave the option to accept or
cancel, or the ATM did not process the transaction according to the cardholder's
choice due to incorrect software specifications.
• Car rental merchant – A car rental company automatically applied DCC without
informing the cardholder. The information about DCC was not clearly identified or
was hidden in the paperwork.
• Hotel – A hotel offered DCC to a cardholder using an advice slip on which the
cardholder was asked to write a checkmark next to their currency choice. However,
the merchant did not respect the cardholder's choice and instead performed a
“back office” DCC transaction.

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 3.7 CARDHOLDER CHARGEBACK RIGHTS
If a cardholder complains that they were not given a currency choice for a DCC transaction, or
DCC was otherwise performed incorrectly, the issuer has a chargeback right against the acquirer.
For further details regarding this right, refer to the Point-of-Interaction Error section in the Dual
Message System Chargebacks chapters of the Chargeback Guide.

Case Study: Cardholder Chargeback Rights

Scenario: I booked a hotel on the internet. When I went on my trip, I was given a receipt by
the hotel staff which showed that two months prior to my arrival in the country (when I was
not present and had no way of choosing), the hotel used DCC and chose GBP rather than the
local currency. This has happened to me a few times with different retailers when travelling.
However, I did not know that it was possible to complain.
The receipts that I received from these retailers stated, “I understand
I have been offered a choice of currencies and this choice is final.”
The portion of this statement that dissuaded me from doing
anything about the multiple times that DCC was applied
without my consent was the “this choice is final” part. I did
not know that I could dispute anything.
Issues: Automatic DCC; Lack of cardholder knowledge
of the complaints process and their chargeback rights;
Incorrect/misleading receipt disclaimer information
Automatic DCC is strictly prohibited, and cardholders
have chargeback rights when DCC is applied without
their consent or performed incorrectly. Wording such as
“choice is final”, “no recourse”, or similar statements can
mislead or intimidate cardholders into believing that they
do not have the right to raise disputes.
Resolution: Acquirers, merchants, and ATM owners must
not add disclaimer language to receipts that discourages
cardholders from exercising their right to dispute incorrectly
applied DCC charges.

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 4. SCREEN AND RECEIPT
PERFORMANCE GUIDANCE
This section contains guidance on requirements for implementing DCC screens and receipts in
accordance with Mastercard Standards. The examples in subsections 4.1.1, “Requirements”, and
4.1.2, “Unacceptable Screen Elements”, cover both POS and ATM acceptance environments.
The requirements apply equally across all acceptance environments, with the exception of the
standard cardholder disclosure disclaimer which is not required for attended POS terminals.

4.1 TERMINAL SCREENS

When DCC is offered via a terminal screen interface in any acceptance environment, the screen
must present all of the required cardholder disclosure information in a clear and neutral manner.
4.1.1 REQUIREMENTS
Below are examples of screen elements that meet Mastercard Standards. These examples are
provided for illustration purposes only.
In the case of an attended POS terminal DCC offer, the merchant must proactively offer the DCC
screen to the cardholder.

Figure 1: Examples of ATM Screens That Meet Mastercard Standards

You can choose to be charged for this withdrawal in local

currency or directly in your home currency 1 1• O
 ffer wording clearly informs the cardholder of a
choice between two options without bias toward
Withdrawal amount EUR XX,XX 2 either one.
3 ATM access fee EUR X,XX
2• Amounts in local and billing currencies are
Exchange rate* EUR 1.00 = GBP X,XXXXX 2
Transaction amount GBP XX,XX
displayed, as well as the exchange rate being
used.
Make sure you understand the costs of currency conversion as they may
4
be different depending on whether you select your home currency or the 3• Any applicable fees and markups are clearly
transaction currency 5 disclosed.
* Exchange rate is computed from the ECB exchange plus a X,XX% markup 3
NOTE: A markup is a commercial agreement between
Charge EUR XX,XX 6 Charge GBP XX,XX an acquirer and a merchant/ATM owner, and
it does not necessarily reflect a comparison
to market exchange rates. However, local
regulations in some areas may require
comparison to central bank exchange rates.
4• S
 tandard cardholder disclosure disclaimer
is exactly word-for-word as written in the
This ATM offers two types of cash withdrawal transactions 1 Transaction Processing Rules manual.
Make sure you understand the costs of currency conversion as they may 5• C
 entral bank exchange rate noted where
be different depending on whether you select your home currency or the 4
transaction currency
required.
6• C
 ardholder is given two positive options using
WITHOUT CONVERSION WITH CONVERSION
separate and equivalent buttons that are clear
Withdrawal Withdrawal
Amount: XX,XX GBP Amount: XX,XX GBP 2
and consistent with the rest of the screen.
7• Additional information provides increased clarity
This amount will be Exchange 2 1 GBP = X,XXXX EUR
subsequently calculated 7 rate provided including X% markup 3
according to your card by [XXX]
7
to cardholders.
issuer’s exchange rate. Your account charge: XX,XX 2

All information is presented in English or in the

Accept without Accept with cardholder’s native language.
6
conversion conversion

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 Figure 2: Examples of POS Terminal Screens That Meet Mastercard Standards

1• C
 ardholder is clearly asked to choose a currency.
1
Select Your Currency EUR XX,XX
2• A
 mounts in local and billing currencies are displayed, as well as the
GBP XX,XX
2 exchange rate being used.
EUR = 25.00
GBP = 22.57 1 EUR = X,XXXXX GBP
3 3• Any applicable fees and markups are clearly disclosed.
2 including X,XX% markup
Conversion Rate NOTE: A markup is a commercial agreement between an acquirer and a
1EUR = 0.9GBP
Pay in: 1 merchant/ATM owner, and it does not necessarily reflect a comparison
4 to market exchange rates. However, local regulations in some areas may
4 1-EUR 3-GBP require a comparison to central bank exchange rates.
F1 = EUR F4 = GBP 5
5
4• C
 ardholder is given two positive options using separate and equivalent
F1 F2 F3 F4 buttons that are clear and consistent with the rest of the screen.
1 2 3
5• O
 ptions are mapped to neutral keys on the terminal.
4 5 6
7 8 9 All information is presented in English or in the cardholder’s native language.

4.1.2 UNACCEPTABLE SCREEN ELEMENTS

Below are examples of screen elements that do not meet Mastercard Standards and would be
identified as audit failures. These examples apply equally across all acceptance environments and
are not comprehensive of all types of performance issues or violations of Mastercard Standards.

Figure 3: Examples of ATM Screens That DO NOT Meet Mastercard Standards

This ATM offers conversion to your home currency 1

1•  ffer wording singles out DCC as the only
O
Cash withdrawal XX,XX EUR option, instead of advising the cardholder of the
ATM fee X,XX EUR option to pay in either the local currency or the
Transaction amount cardholder’s billing currency.
without conversion XX,XX EUR
Based on [XXX] currency NOTE: This practice is considered leading, and the
conversion rate of 1 EUR = X,XXXXX GBP cardholder is not sufficiently informed by the
Total amount with conversion XX,XX GBP presence of the option buttons alone.
Make sure you understand the costs of currency conversion as they
2• P
 resents the decision as positive/negative
may be different depending on whether you select your home currency
or the transaction currency choices, such as "yes/no“, “accept/decline”,
"continue/cancel“, or similar pairs of options.
Decline and pay in EUR 2 Accept and pay in GBP 3• O
 ffer promotes DCC and is not presented in a
neutral manner.
4• D
 isclaimer is hidden on another screen.
5• C
 onfusing layout; options are not placed in an
You can opt to have this transaction charged to your account in 3
equally prominent manner.
your own currency to know the exact amount per today’s currency
6• P
 resumptive of issuer’s conversion process and
exchange rate and thus avoid unexpected rate fluctuations
represents it negatively.
Requested amount XX,XX EUR
More 4
Exchange rate including X% information
markup provided by [XXX] 1 EUR = X,XXXXX GBP

Amount to be charged XX,XX GBP Proceed 5

Without the conversion service, the exchange rate will be calculated

later by your card issuer without further consideration and is not 6
guaranteed. Your card issuer will charge you a fee for this transaction
Continue with
no conversion 5 5 Cancel

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 Figure 4: Examples of POS Terminal Screens That DO NOT Meet Mastercard Standards

Please choose
Choose currency 1• D
 CC option is preselected or highlighted.
currency
EURO GBP 2• Exchange rate is missing.
1. GBP XX,XX 1 2
25.00 22.48
2. EUR XX,XX 3• P
 resents the offer as a "yes" or "no"
question.
Exchange Pay in GBP? 3
rate: X,XXXXX NOTE: This practice is not acceptable, even if
Mark-up the options themselves are not “yes”
included: X,X% EUR GBP or “no”.

4 4• U
 ses red and green “traffic lighting” color
pattern buttons.
1 2 3
NOTE: Choices also cannot be mapped to
4 5 6 physical red and green or cancel/
continue buttons on the terminal.
7 8 9
5• Does not have clear offer wording.
NOTE: Presenting the options without
context does not sufficiently inform
the cardholder.

Select your currency 6• P

 resents the decision as positive/
PAY: GBP 67.04 5
negative choices, such as "yes/no“,
USD: 84.00 CNY 400.00
GBP 46.42 “accept/“decline”, "continue/cancel“, or
1 USD = GBP 0.80 Conversion Rate similar pairs of options.
1CNY = 0.12GBP
Incl. X,XX% markup 7• O
 ffer promotes DCC and is not
NO = RED
6 7 Best rate guaranteed! presented in a neutral manner.
YES = GREEN
Pay in GBP 8 8• O
 ptions are not presented with equal
NO YES prominence.
Pay in CNY
4

4.2 ADVICE SLIPS

If hard copy advice slips are used, they must contain the same details that a terminal screen offer
would, such as the elements illustrated below. Refer to subsection 5.2.3, “Advice Slips”, of this
guide for more information on advice slips.
Figure 5: Example of Advice Slip That Meets Mastercard Standards

1• Exchange rate is given.

NOTES: Any additional fees or markups must be disclosed, if
FX Rate: 1 EUR = X,XXXXX GBP 1 applicable.
Select [X] Transaction Currency 2 A markup is a commercial agreement between an
acquirer and a merchant/ATM owner, and it does not
[ ] EUR Amount 3 GBP Amount [ ] necessarily reflect a comparison to market exchange
XX,XX XX,XX rates. However, local regulations in some areas may
require a comparison to central bank exchange rates.
2• C
 ardholder is asked to indicate their choice using a neutral
 ll information is presented in English or in the
A mechanism.
cardholder’s native language. 3• Total amount is given in each currency.

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 4.3 TRANSACTION RECEIPTS
Regardless of whether the cardholder selects DCC, the cardholder must receive a receipt
confirming the details of the transaction. If DCC was applied, the receipt must include the total
transaction amount in each currency, the currency codes or symbols, and the exchange rate.

Figure 6: Examples of Transaction Receipts That Meet Mastercard Standards

ATM

Withdrawal Amount: XX,XX EUR 1

2 Access Fee: X,XX EUR
Total Amount: XX,XX EUR
Exchange Rate: 1 EUR = X,XXXXX GBP 3
2 Mark-up Included: 1• O
 riginal transaction amount in the local currency and the
X%
final amount charged in the billing currency are recorded.
Transaction Amount: XX,XX GBP 1
2• Any applicable fees and markups are recorded.
NOTE: A markup is a commercial agreement between an
POS acquirer and a merchant/ATM owner, and it does not
necessarily reflect a comparison to market exchange
rates. However, local regulations in some areas may
require a comparison to central bank exchange rates.
3• E
 xchange rate applied to the transaction is recorded.
Total Amount: XX,XX EUR 1
3 Exchange Rate: 1 EUR = X,XXXXX GBP
Mark-up Included: X% 2
Transaction Amount
With Conversion: XX,XX GBP 1

Mastercard does not have a standard receipt disclaimer. At their discretion, the acquirer may add
their own disclaimers, in alignment with the following requirements:
• Disclaimers must not reference Mastercard; and
• The cardholder must not be discouraged from exercising their chargeback rights.

Figure 7: Example of Transaction Receipt That DOES NOT Meet Mastercard Standards

1• D
 isclaimer references Mastercard.
NOTE: Mastercard does not perform currency conversion;
I have chosen not to use the Mastercard 1
this statement is incorrect. Mastercard must not be
currency conversion process and I will mentioned in reference to DCC.
ave no recourse or remedies against 2
[XXX] or against Mastercard concerning 1 2 C
 ardholder is discouraged from exercising their
the currency rate or disclosure chargeback rights.

Mastercard’s previous standard disclaimer language applied to

receipts as well as to terminals, but the disclaimer was updated
in 2015. Using the previous disclaimer language does not meet
Mastercard Standards.

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 5. C
 ARDHOLDER EXPERIENCE
PERFORMANCE GUIDANCE
The most important aspect of DCC is cardholder choice―the cardholder must be presented with
appropriate options and not be forced to accept DCC by default.
Merchants offering DCC must abide by the core principles of clear choice and transparency,
including all of the cardholder disclosure requirements described in subsection 2.2.2, “Cardholder
Disclosure”, of this guide. Most importantly, merchants must honor cardholder choice and never
apply DCC by default.

5.1 MERCHANT TRAINING

Acquirers must ensure that:
• New merchants starting to offer DCC understand the requirements of offering this
service and apply them systematically; and
• Staff at existing DCC merchants must be regularly trained and retrained so they are
kept up-to-date about these requirements.
In addition, merchants should be trained to proactively offer DCC in a neutral, transparent
manner.
Merchants must integrate DCC training into their staff orientation processes and ensure that
a train-the-trainer program is established for merchants with high staff turnover (e.g., retail) to
ensure operational continuity.
Mastercard encourages acquirers to conduct their own mystery shopping tests of their
merchants.
Table 4: Recommended DCC Training Topics

Topic Description

Introduction Providing an overview of the DCC service offering

Reinforcing that cardholders must be given a choice of which currency to complete

Cardholder choice
the transaction
Providing guidance on making sure that terminal visibility to the cardholder is part of
Terminal visibility
DCC service offering clarity
Language selection on Ensuring that the offer wording can be presented in a language that the cardholder
terminal understands
Explaining the thresholds and their significance – DCC must not be offered under the
Contactless thresholds
prescribed thresholds
Ensuring that the DCC service offering is made to the cardholder before they are
PIN
asked to enter their PIN, if a PIN is required for the transaction

Receipts Reinforcing that the offering of a receipt to the cardholder is mandatory

Pre-authorization Defining the term and when this option may be used for DCC transactions

Instructing how to process a transaction where the cardholder has selected DCC and
Tip adjustments
added a tip (gratuity)
Explaining how to correctly reverse a transaction where DCC has been incorrectly or
Voiding the sale
accidentally selected or applied
Instructing how to provide refunds on transactions where DCC has been selected or
Refunds
applied

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 5.2 MERCHANT COMMUNICATION METHODS FOR OFFERING DCC IN ATTENDED
POS ENVIRONMENTS
In an attended POS environment, the DCC offer and the required cardholder disclosure
information can be presented through three different methods:
• Verbally by the merchant staff;
• Visually via the POS terminal screen; or
• In-hand by providing a printed advice slip.
This subsection contains best practice guidance for each type of communication method.

5.2.1 VERBAL ASSISTANCE

For a cardholder to have a positive experience using DCC, the merchant staff member must be
able to answer basic questions about DCC and the transaction as well as to provide transparency
during the process.

5.2.2 TERMINAL SCREENS

A terminal-led solution helps ensure that the cardholder disclosure requirements are consistently
met by providing all of the necessary information on-screen. Therefore, it is best practice for the
terminal to be placed facing the cardholder instead of placed behind the counter where the
cardholder cannot see it.
If the merchant must hand the terminal to the cardholder to offer DCC, then a prompt should be
added to the screen to remind the merchant staff member to do so.
Cardholder access to the terminal screens can help overcome language barriers and reduce the
potential for human error.

“It is best practice

for the terminal to
be placed facing
the cardholder.”

5.2.3 ADVICE SLIPS

When terminal screen software or space limitations prevent all of the required DCC information
from being displayed, an advice slip can be printed out as an alternate way of providing DCC
information to the cardholder.
Merchants must provide the advice slip to the cardholder and respect the cardholder’s indicated
selection. If the cardholder does not make a selection, then the transaction must be processed in
the merchant’s local currency.

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 Case Study: Merchant Transparency
Scenario: On my last trip, I was offered DCC with all of the currency conversion information
presented to me on advice slips. I was impressed to see a solution that overcame the
language barrier, and I felt confident that I could make informed decisions. However,
it was disappointing that some merchants neglected to provide the advice slip
or give me the choice. Additionally, sometimes my receipt did not reflect the
conversion details.
Issues: Merchant oversight or error; Insufficient merchant staff training
on DCC
Merchant staff neglecting to provide advice slips or to ensure that
transaction receipt information is complete are common gaps in the
cardholder’s DCC experience encountered in audits.
Resolution: Merchants must provide the cardholder with clear
DCC options — either using an advice slip or simply by putting all of
the required cardholder disclosure information on the terminal or
website screen. This disclosure is a fundamental requirement under
Mastercard Standards.
Proper software controls must be implemented to enable DCC to be
offered correctly and mitigate the possibility of merchant oversight
or error. All on-screen messages should be clear and comprehensive, in
English or in the cardholder's native language, to avoid language barriers
and to help ensure that the cardholder understands the offer.
At the completion of the transaction, the receipt must contain a record of the
conversion details. When there are two separate receipts for the DCC information
and the purchase itself, merchant staff must provide both.
Ensuring proper merchant training is essential to maintaining best practices in any transaction
where DCC is an option. Merchants must proactively make all necessary information available
to the cardholder, both before and after the transaction. Mastercard strongly recommends
that acquirers periodically refresh merchant training to help ensure that merchant staff
always follows the correct process for offering DCC.

5.3 PREAUTHORIZED TRANSACTIONS

If DCC is performed on a preauthorized transaction, the total amount billed by the merchant
cannot exceed the amount of the preauthorization.

5.3.1 HOTELS
In an express checkout transaction, there must be an advance, documented agreement from the
cardholder that they have accepted the DCC offer.
The agreement should contain the following information:
• The specific merchant’s pricing currency in which the transaction will take place;
• The total including all fees (commission, VAT, etc.) applied to the DCC transaction;
• A declaration that:
o The cardholder understands that DCC will take place without further
consultation;
o The exchange rate will be determined on the date that the transaction is
processed (final authorization);

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 o The cardholder has the right to change their mind and opt out of DCC – in which
case, there will be no express checkout; and
• An acknowledgement that the cardholder has been offered a choice of currencies,
including the merchant’s local currency.

5.3.2 CAR RENTAL AGENCIES

Car rental merchants offering DCC service are expected by Mastercard to adhere to the same
DCC requirements as other merchants offering this service.

5.3.2.1 CAR RENTAL PREFERRED CUSTOMER PROGRAMS

If the cardholder has no interaction with a rental sales agent at the time of returning the car,
a notice must be provided to the cardholder that explains the currency in which they will be
billed as well as any currency conversion commission, fees, or markup on the exchange rate. The
transaction should use the exchange rate on the day that the car is returned, and the cardholder
must be advised when making their currency selection that the exchange rate may be subject to
change.
As part of the cardholder’s response to the notice, the merchant must obtain the cardholder’s
express written agreement to apply DCC to the car rental transaction by the time that the car is
returned and acknowledgement that they were offered a choice of currencies for payment. If the
cardholder does not respond to this notice from the rental car merchant, then the merchant must
use the local currency for the transaction.

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 6. FREQUENTLY ASKED
QUESTIONS
This section contains responses to questions frequently asked by acquirers and issuers.

6.1 FOR ACQUIRERS

The responses in this section are intended to provide DCC implementation guidance to acquirers.

6.1.1 I WANT TO START OFFERING DCC, WHAT DO I NEED TO DO?

If you are planning to offer DCC, you must first register yourself or any DCC service provider that
you want to offer this service on your behalf. For details, refer to subsection 3.3, “Registration”, of
this guide.
Additionally, you or your DCC service provider, as appropriate, must work with the Mastercard
Customer Implementation Services (CIS) team to complete an Extension Business Program
project. This project will ensure the following:
• The screen message as well as the receipt sample are validated in alignment with current
Mastercard Standards; and
• The transaction data in the authorization and clearing messages is correctly identified
and populated.

6.1.2 I WANT TO STOP OFFERING DCC AND I AM CURRENTLY IN THE EUROPE

REGION. HOW DO I DEACTIVATE THIS OFFERING TO AVOID THE ANNUAL
FEES?
There is no formal deactivation process. If an ICA number stops processing DCC transactions,
it will no longer appear on the list for billing. This stoppage can be performed at any time in the
year, and the fees will be prorated. For example, if DCC transactions are stopped in March 2020,
the proration would run from October 2019 to March 2020.

6.1.3 ARE THERE RESTRICTIONS ON WHICH CURRENCIES OR IN WHICH

COUNTRIES DCC CAN BE OFFERED? CAN DCC BE OFFERED IN MULTIPLE
CURRENCIES?
The DCC program does not place any restrictions on currencies or countries. DCC with multiple
currencies is allowed, and the currencies that an acquirer offers is based on their business
decision.

6.2 FOR ISSUERS

The responses in this section are intended to help issuers respond to common DCC-related
questions from cardholders and to provide guidance on how issuers can best support their
cardholders when DCC complaints are received.

6.2.1 WHAT DO I DO IF I HAVE A COMPLAINT FROM MY CARDHOLDER

REGARDING DCC THAT WAS PERFORMED INCORRECTLY?
If your cardholder informs you that currency conversion was performed incorrectly or without their
consent, they have the option to submit a chargeback to seek financial remedy. Please assist your
cardholder in initating the dispute process.
The cardholder can also report these incidents to the Mastercard Point-of-Interaction (POI)
Currency Conversion team via the askMastercard platform online (https://www.mastercard.us/
en-us/personal/get-support/ask-mastercard-webform.html), on Twitter (https://twitter.com/
askmastercard), or directly via e-mail at [email protected].
Mastercard takes these reports very seriously and conducts performance investigations in

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 response to these reports. Advise the cardholder to provide a scan of their transaction receipt
and make sure that the following information is clearly legible:
• Merchant name;
• Transaction date;
• Transaction amount; and
• Last 4 digits of the cardholder’s Mastercard card number.
If the cardholder no longer has a copy of the receipt, they can look up this information on their
account statement.

6.2.2 THE EXCHANGE RATE MARKUP DISCLOSED TO MY CARDHOLDER

DOES NOT SEEM TO BE AN ACCURATE COMPARISION TO THE MARKET
EXCHANGE RATES. HOW IS THE MARKUP SET?
A markup is a standalone fee added on top of the exchange rate based on a commercial
agreement between the merchant or ATM owner and their acquirer. Since it is a fee, it should be
viewed as such and not as a comparison of exchange rates.
Exchange rates and markups are set by merchants and ATM owners and their acquirers because
DCC is a service offered by them, not by Mastercard. Mastercard does not control their pricing
nor add any fees.

6.2.3 DOES MASTERCARD ADD FEES TO FOREIGN TRANSACTIONS?

Mastercard does not charge any fees to cardholders. If a cardholder decides to pay in their card
billing currency, then the merchant or ATM owner and their acquirer may add fees for providing
the DCC service, which should be clearly disclosed in the DCC offer and on the cardholder’s
receipt.

6.2.4 HOW DOES A CARDHOLDER OPT OUT OF DCC OR CAN I PROVIDE AN

OPTION FOR A CARDHOLDER TO AUTOMATICALLY OR PERMANENTLY OPT
OUT OF DCC?
A cardholder should always be given the choice of currency in which to pay for a transaction
so that they can choose to pay in the local currency instead of using DCC to pay in their billing
currency.
However, it is not possible to automatically or permanently opt out because DCC is offered and
performed by merchants/ATM owners and their acquirers within their acceptance infrastructure.
Therefore, issuers cannot control whether or not DCC is performed on a transaction. Also,
blocking all DCC transactions on a card would prevent card acceptance and violate Mastercard
Standards.
Although declining a transaction based on cardholder-designated restrictions is acceptable,
declining a DCC transaction does not cause the transaction to be processed in the local currency.
Instead, the decline causes additional friction to the cardholder.
The only exception applies to cardholders using prepaid travel cards or debit multicurrency cards.
Acquirers are prohibited from offering DCC to them.

6.2.5 WHAT KIND OF PROOF IS NEEDED TO SUBMIT A CHARGEBACK FOR A

DUAL MESSAGE TRANSACTION WHEN DCC IS INCORRECTLY APPLIED?
The only supporting documentation required for a POI currency conversion dual message
chargeback is the cardholder’s description of their complaint. For more information, refer to the
Chargeback Guide or contact the Dispute Resolution Management team.

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