It is always important that users handle a Spend Cloud Card carefully and responsibly. In this article, we provide advice on how to instruct users to do so and what actions to take if the card is nonetheless used improperly.

Issuing a Card: Have the User Sign a Policy

Possessing a Spend Cloud Card comes with responsibility. It is crucial that the user is aware of this responsibility upon receiving the card and ideally confirms this awareness explicitly. Therefore, we recommend that your organization documents your policy regarding the use of the Spend Cloud Card and has the user sign it upon receiving a card. At a minimum, include the following in this policy:

• For what expenses the Spend Cloud Card may be used.
• That the user must not lend the card or leave it unattended under any circumstances.
• That it is the user's responsibility to keep payment authorization details, such as the PIN and 3DS verification, confidential.
• What the user should do in case the card is lost or stolen.
• What the user should do with the card when they leave the organization.

Create a clear and readable policy and have the user sign it when using the card.

If the Card is Lost or Stolen: Block the Card Immediately

It is possible that the card (or card details) could be used unlawfully by someone else, for example, in the event of loss or theft of the card. In the event of loss, theft, or unauthorized use, the card must be (temporarily) blocked as soon as possible, regardless of the time, via the Spend Cloud app or web version.

If the user is not authorized to do this themselves, we recommend that someone within the organization is always available to perform this task for the user (including outside office hours and on weekends). If the user is unable to block the card themselves in the event of loss or theft, and no one from their organization can be reached, the user can fill out this form. A staff member from Visma | ProActive will then block the card as soon as possible.

Unauthorized Online Payments

Almost every webshop applies the 3DS principle. This means that online payments must be confirmed at checkout via a code sent by SMS or via a Spend Cloud app notification. This makes it impossible for a third party to make online payments at these webshops.

If unauthorized online payments have been made, you can report these payments to us using this form. Please ensure that you report the unauthorized payments within 30 days of the payment date. Whether a refund is issued depends on various factors. Read below for more information.

If 3DS is Applied

When 3DS is applied by the merchant, the merchant is not liable for the payments, and the money cannot be reclaimed.

If 3DS is Not Applied

Some merchants choose not to apply 3DS for certain amounts (e.g., under 35 Euros). They thereby allow unauthorized payments and can be held liable for unlawful payments. In such cases, we will request a refund from the merchant through the payment provider. If successful (though this cannot be guaranteed), the amount will be credited back to your account. We will keep you informed of the status via the support ticket you created with us.

Unauthorized In-Store Payments

Depending on the available spending limit, a Spend Cloud Card can be used contactlessly without a PIN for in-store purchases up to a maximum of 150 Euros, possibly spread over multiple consecutive payments. Once this limit is reached, a PIN is required.

If more than 150 Euros is fraudulently charged, it means the card is in the possession of someone who also has the PIN.

Unauthorized in-store payments cannot be charged back to the store, as they result from careless handling of the payment method. Therefore, it is crucial to block a card that is lost or stolen as quickly as possible.