The Rules governing a single entry (one payment only), telephone initiated payment (TEL) require that certain information is recited to the Payer and acquired from the Payer. The sample script below includes all the recommended, minimum disclosures and information requirements for a verbally authorized single payment over the telephone. It is not necessary that your script is in this exact format. Your script should also disclose additional details about the terms and conditions of the sale, payment, subscription or service to include instructions on how to cancel the service, return the product, terminate the payment authorization or contact you in the event of an inaccuracy in the amount or date of the payment or another question or concern relating to the transaction.
The Rules require that you either record the authorization portion of the call (or the entire call if preferred) or that you send an email or written notification to the Payer at the conclusion of the call which verifies the authorization to the Payer and provides the Payer with a phone number through which they can contact you in the event that any of the information is incorrect or if they wish to rescind the authorization and cancel the payment. Whether the confirmation is in the form of an email or a mailed letter, it must reach the Payer in advance of the actual date of the withdrawal.
It is strongly recommended that you do record verbal authorization as opposed to rely upon a confirmation email or letter as a recording is verifiable evidence that the payment was compliantly and duly authorized.
If recording the verbal authorization, the Payer must give permission for that portion of the conversation to be recorded unless permission or notification that call is subject to recording is provided at the onset. For your protection, we strongly recommend that you record all verbal payment authorizations as opposed to rely on a confirmation letter or email as a Payer can dispute that such was ever received.
Authorization is for a single payment:
If utilizing a voice recording and permission to record the call has not been previously provided:
“I am now going to take your payment information. For verification and compliance purposes I will be recording this portion of our call, do I have your permission to record your payment authorization?”
Can you repeat your name as it appears on the bank account from which we will be withdrawing your payment?
May I have the name of your bank?
May I have the bank routing number?
May I have the bank account number?
The amount of the payment you are authorizing today (recite today’s date) is $_______________.
To confirm, you are authorizing (Company Name) to initiate this single entry debit from the bank account provided and that you are an owner of or an authorized singer on this account. The payment is being initiated today (Month and Day) and will have an effective date and appear as a withdrawal from your account on (the following business banking day / Month and Day).
Do I have your permission to initiate this payment? If so, please say “yes.”
If you have any questions or concerns, wish to cancel your (order / service / subscription / membership) or if the amount or date of the payment is different from what you have authorized, please call us at ________________________. Our customer service hours are ________________________________________
If utilizing email or written verification: Upon the conclusion of our call, I am required to send you an email for the purpose of confirming your payment authorization. If you do not receive this email shortly after we end this call, please call back at __________________ and the confirmation will be resent. May I have your email address? Can you repeat that address again so I can insure its accuracy?
Verification email or mailed confirmation letter when authorization is for a single payment:
The name of the Company or Entity should be at the header of the email or if mailed, presented on a Company Letterhead.
The verification email or letter should summarize the basic terms of the transaction to include the amount and date the payment was authorized and effective date of the payment, the purpose of the payment, a means for canceling the payment and any other important terms and conditions in which good business practices would dictate disclosure.
Payer’s Name
Today’s Date
Thank you for your order (and/or payment)
Please accept this email as confirmation of the duly authorized, electronic debit from the (Name of Bank) bank account provided in the name of (Accountholder) ending in (last four digits of the bank account number) in the amount of (Dollar Amount) verbally authorized by you on (Date) for the payment of (Description of the Product / Services or the purpose of the payment) to (Company or Entity Name).
The effective date of the payment will be (Date) or the following banking day.
If you have received this notification in error, the information provided herein is incorrect or you wish to cancel and rescind this authorization or receive a refund, please call us at (Customer Service Number) or email us at (Customer Service Email).
(Any additional, appropriate information or disclosures)
NOTE: Never send the complete bank account number in a non-encrypted email. It is recommended that, for clarity sake, you should recite only the last four digits of the account and omit the bank routing number)
Proof of Authorization:
A digital recording of the verbal authorization and/or a copy of the original email or confirmation letter
If providing an email copy, the email should be date and time-stamped and show the full email address of the Payer.
