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O P T I M I Z A T I ON O F F L E E T C AR D
MANAGEMENT (XTRAPOWER)
PROCESS IN INDIANOIL.
PROJECT CO-ORDINATOR :
FACULTY GUIDE :
Shri V. N. Garg
PROJECT MENTOR:
|1
O P T I M I Z A T I ON O F F L E E T C AR D
MANAGEMENT (XTRAPOWER)
PROCESS IN INDIANOIL.
Page | 2
C O N TEN TS
..............................1
.....................................................5
operating structure......................................................................................................................5
iocl products................................................................................................................................ 5
Section-2 INTRODUCTION............................................................................................................ 6
2.1 CUSTOMER LOYALTY PROGRAMS IN INDIANoil:......................................................................6
1.2 IOCLs xtrapower....................................................................................................................7
2.3. XTRAPOWER Features, Objectives, & Benefits....................................................................10
3.1. Parties to the program........................................................................................................ 12
3.2. Business process.................................................................................................................16
3.2. a. Online Registration........................................................................................................ 17
3.2. a. Offline Registration........................................................................................................20
3.2. c. personalization................................................................................................................24
3.2. d. user pin change.............................................................................................................. 27
3.2. e. reload.............................................................................................................................. 28
3.2. h. sale.............................................................................................................................. 37
3.2. i. void.................................................................................................................................41
3.2. a. end-of-day/batch settlement..........................................................................................43
Page | 3
AB STRAC T
On March 2004, IOCL launched a loyalty program based smart card called XTRAPOWER FLEET CARD
designed specifically for the Fleet Operators and Corporate Customers. Fleet Card program facilitates
fleet Operators to carry out cashless transactions for purchase of Fuels/Lubes at the designated Retail
Outlet of IndianOil and to keep track of mileage, fuel consumption and vehicle performance. Fleet Card
has two variants viz. Prepaid and Credit. The value proposition to the Customer in this program is
flexible payment options including credit, centralized billing, reward points, and various reports.
Concurrently, the inbuilt yellow-colored microchip in the Fleet Card helps in identifying the customer
with every transactions of purchase recorded by the web and relevant details posted on the net at the
Central Server monitored by a German based Software Company and Service Provider of IOCL, AXALTO.
As per the stringent guidelines drawn by Shri V. N. Garg, DGM (Finance, IOCL), the project confines
specifically and categorically to the practical application, operational, and execution of the Fleet Card
program of IOCL on the web devoid of its technical software installation. The Scope of my project entails
Optimization of the Fleet Card Management (Xtrapower) process of IndianOil. In depth study and
analysis of IOCL Fleet card processes and overall approach in the market in terms of carrying out
cashless transactions for purchase of fuel/lubes, covers the following areas in my interim report
presentation.
Personalization process based on the information about the customer in the application form.
Sales process at the Retail Outlet of IndianOil using the Fleet Card having value in it.
Void process in case wrong sales transaction entry done by the Retail Outlet.
Page | 4
Settlement process of daily Fleet Card sales by the Retail Outlet of IndianOil.
Hot listing process in case Fleet Card is stolen, lost or mutilated by the Customer.
SECTION-1: BACKGROUND
1.1 ABOUT IOCL
Indian Oil Corporation is Indias largest commercial enterprise, ranking 116th on the Fortune Global 500
listing (2008). It began operation in 1959 as Indian Oil Company Ltd. The Indian Oil Corporation was
formed in 1964, with the merger of Indian Refineries Ltd. Indian Oil and its subsidiaries account for 47%
share in petroleum products market, 40.4% share in refining capacity and 67% downstream sector
pipelines capacity in India. The Indian Oil Group of Companies owns and operates 10 of India's 19
refineries with a combined refining capacity of 60.2 million metric tons per annum. Indian Oil also
operates the largest and the widest network of fuel stations in the country, numbering about 16,600.
The company has retained its financial position in the market where the times have been quite tough in
terms of the volatile crude oil prices, intensifying competition, etc. It is the frontrunner petroleum
downstream company of India (Oil & Gas category) in the Financial Express's 'FE 500' listing released for
the year end 2008. It has been ranked in the top slot in the Business Weeks Top Companies for 200809.
Downstream Operations
Pipeline
Refining
Transportatio
n
Fuel
Marketing
Research and
Development
I OC L PRO DUC TS
Indian Oil's product range covers petrol, diesel, LPG, auto LPG, aviation turbine fuel, lubricants, naphtha,
bitumen, paraffin, kerosene etc. Some of the
petrol, Xtra Mile high-speed diesel, Servo lubricants, Indane LPG, Auto gas LPG, and Indian Oil Aviation.
Page | 5
SECTION-2 INTRODUCTION
2.1 CUSTOMER LOYALTY PROGRAMS IN INDIANOIL:
In India, in the field of marketing generally and more specifically in the field of retailing, a Loyalty Card is
a plastic card, visually similar to a credit card or a debit card, that identifies the card holder as a
member in a commercial incentive programme. Retail establishment or a retail group may issue a
loyalty card to a customer who in turn can use it for identification while dealing with the retailer on
commercial aspect. By presenting the card, the customer/card holder is typically entitled to either a
discount on the current purchase or an allotment of Loyalty Points that can be used for future purchases.
For the petroleum retail sector in India, recent years have exhibited fundamental changes in the way
business is being done. With the deregulation of the sector has seen itself exposed to the new market
forces. The competitive threat has increased in length and breadth. With the private players entering the
fray, the pricing is increasingly market driven and customers are demanding more. With the competition
becoming unbendable, the smarter players have realized that the best way to do business is to lock the
customers into a habit they cannot break.
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In order to keep its market share and customer base intact, in March 2004 IOCL launched a loyalty
program based smart card called XTRAPOWER FLEET CARD for the Fleet Operators, wherein they can
make purchase at designated ROs(Retail Outlet of IOCL). This debit and credit card based program
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offered the customers all the facilities of a regular debit/credit card in addition to a host of specific
services including transaction fees waiver, surcharge waiver, insurance coverage, discounts, increased
points earning opportunities, fuel for loyalty points etc. this program leveraged the wide acceptance of
the credit/debit card as a payment device and an established reader network.
Thus, Xtrapower Fleet Card Program of IndianOil has been launched in two variants: Prepaid & Credit.
The Credit form of the Fleet Card has been launched in association with Sundaram Finance Limited (SFL)
with the objective of increasing the loyalty of the commercial vehicle owners / operators & corporate to
exclusively patronize IOCL Retail Outlets for meeting their requirements of automotive fuels and lubes.
Fleet Card transactions were started in April 2004. A survey was done by the Marketing team of IOC,
which shows the percentage of enrollment with the Fleet Card Program (shown below):
51%
25%
IOCL
BPCL
HPCL
Reliance
Every time customer fills the fleet with fuel and lubes (lubricants) using their Xtrapower fleet Card at the
designated ROs of IOC, they earn loyalty points also called XTRA points. These XTRA points can be
exchanged either with lucrative gifts from XTRAPOWER Rewards Catalogue or can be redeemed into free
fuel and lubes. Earlier 5 points were awarded on Rs. 100 worth purchase of fuel/lubes, which has now
changed to 30 points. The monetary value of each point was 8 paise initially but now it has changed to 1
paise per point.
Once the enrollment is through for the Fleet Card Membership, the Customer is provided with two types
of cards i.e. Fleet Card and Fleet Control Card. Fleet Control Card is a token card issued to all the Card
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Members enrolled under XTRAPOWER Fleet Card Program. The Fleet Control Card contains Customer
Name, Control Card Number and Customer ID.
If at any point of time, a card member decides to enroll more vehicles under the Fleet Card Program, the
card member has to fill a small application form giving the details of the additional vehicles to be
enrolled under the program. The membership of the Card Member for XTRAPOWER Fleet Card is
applicable for a period of one year from the date of card issuance. One can renew the membership by
paying the annual fees.
The XTRAPOWER Fleet Card is sent to the Card Member in a dormant condition. This is done essentially
to protect the Card Member against any misuse of his/her fleet card(s) before he/she actually receives
them. To activate the XTRAPOWER card one needs to move to the nearby-designated RO (Retail Outlet)
of IOCL. The Fleet Cards are activated by changing the default PIN on the card terminal at a RO of IOCL.
Once the card is activated, Card Member can easily control his/her fuel/lubes expenses better through
the different limits prescribed by the IOCL applicable to each of the fleet card (explained later).
It is mandatory to specify the above-mentioned card limits in the application forms or else the
application form will be treated as incomplete. The limits on the card can however be changed
subsequently by giving a written request to the Fleet Marketing Officer.
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Once the Card is issued the swiping machine reads the smart yellow colored chip present on the left
upper corner of the Fleet card. Except the Smart Chip all information present on the card are embossed
on the card once the Card is sent to personalization centre for data personalization after the interested
customer enroll to the program.
The back portion of the card does not contain any vital information of XTRA importance. It only imparts
the IndianOils toll-free customer helpline i.e. 1600 425 5599.
P a g e | 10
It provides flexible options for Cash Loading at Designated ROs (Retail Outlet) of Indian Oil. Hence,
the two Options are Offline Reload (individual reload of card), where reloading is done manually &
CCMS (Customer Cash Management System) Reload (Remote reload of cards through lump sum
deposit of cash at a convenient place), also known as online reload.
It facilitates Card to Card Fund Transfer for the convenience of the Customers.
Under this program, the XTRAPOWER membership is valid for a period of one year from the date of
card issuance. One can renew his membership by the annual fees.
It offers option of Credit, for instance, through Credit Partner like Sundaram Finance Limited.
It gives provision for Different Limits on the Card Transaction Limit, Daily Limit, Cash Purse Limit
& Monthly Limit.
Transaction Slip for every Transaction undertaken on Fleet Card. Every time the customer vehicle
makes a purchase of fuel/lubes at the designated ROs of IOC, a transaction slip is generated. The
transaction slip contains the date and time of the purchase, the value of the purchase and the
reading of the odometer at the designated ROs of the IOC.
It gives attractive Rewards Program, for example, 30 XTRA Points per Rs 100 purchase of Fuel @1p
i.e 0.3%.
P a g e | 11
It introduces wide-range of Reward Items including Fuel / Lubes from the XTRAPOWER reward
catalogue managed by Royal Image.
Enrollment for additional Fleet Card(s) can be done at any point of time. For this, the customer
needs to fill up an application form giving details of the additional vehicles to be enrolled.
XTRAPOWER gives free Personal Accident Insurance (Rs 1 Lac per Card, Max. Rs 20 Lac) for Card
member and Vehicle Crew (Driver Rs. 50,000, Co-Driver Rs. 25,000). Also Lost Card Liability
Cover (Max. Rs. 16,000).
Fleet Owner are provided with mediclaim of Rs. 2500/- Per card (Max Rs 50000/-), and Vehicle
Crew a sum of Rs. 2500.
IOCs Fleet Program imparts instant Redemption of XTRA Points for Fuel & Lube.
It also provides a dedicated website for customer grievance handling i.e. www.iocxtrapower.com.
It also shares a Toll-free Customer Helpline i.e. 1800 425 5599 which can be accessed by the card
members and the public at large.
As per the law of land, cash transaction beyond Rs. 50, 000 was not allowed. Therefore, to
overcome it IndianOil launched the Smart Card system.
To preserve & increase its market share (i.e. 51% in the Transport Sector in the Year 2008-09).
To retain and expand the existing customer base (3, 70, 000 Customers in the Year 2008-09 and
is expected to increase by 50,000 Customers in the Year 2009-10).
To boost the revenue and profitability by accelerating the sales (Revenue= Rs. 12,183 Crores for
2008-09; Profit Margin= Rs. 350 Crores for 2008-09).
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Identifying the trading partner of the program like Card issuers, merchant Acquirers, Card
members etc.
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3.1. D. MERCHANT:
Merchant is the provider of service for issuers products and has a POST(s) installed at his premise.
Batch settlement is done by the merchant on POST to transfer transactions from POST to Acquirer. Thus,
IOCL retail Outlet having the POST installed will be the merchant in this scheme.
Arrange for prepaid or credit facility on the cards for its Card Holder through self-finance
or through any credit partners.
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Provision of credit.
Perform complex data mining activities to analyze the impact of various schemes on card
usage.
P a g e | 15
IOCL Fleet Card Application is a web-based system facilitating purchase of fuel/lubes through smart card
at its Retail Outlets (ROs) across the Country. The end users are Card Members and the RO dealers.
Thus, enrollment to this system can be done by the prospective customer either through internet or
through paper forms available at merchant outlets, i.e.
P a g e | 16
Online Registration.
Once the online form is filled after visiting the web site and selecting the registration option
respectively, a registration no. is displayed on the screen.
P a g e | 17
This registration no. is further communicated to the customer via email or else a customer can
take out a printout of it for future reference.
For any subsequent checking of the status, registration Status option is provided on the web
site.
There is a payment gateway link on the website where the customer after registration can pay
the requisite registration fee.
Simultaneously a mail is sent to the IOCL Fleet Card Managers in HO & the State Offices with a
link to the online registration form for the enrollment of the customer.
After appropriate verification of the application form is done and once being enrolled as a card member,
the customer can easily access the website by using his/her user ID and password.
Following Flow Chart shows how online registration actually takes place:
Online Registration
P a g e | 18
CUSTOMER
CUSTOMER
VISITS FLEET
CARD WEBSITE
CUSTOMER
SUBMITS THE
FORM
HOST
CUSTOMER FILLS UP
THE ONLINE
REGISTRATION
FORM
REGISTRATION NUMBER
GENERATED AND SHOWN ON
SCREEN
P a g e | 19
The Customer is provided with an Application form having unique Form ID and Source ID by the
Fleet Card Sourcing Channel.
Once the form is filled it is submitted back to the sourcing channel along with the enrollment fees
which is further provided to the Issuer(IOCL) for approval, which subsequently forwards it to the
data
I.
center
where
required
data
entry
is
made
either
of
the
given
two
ways:
At first, the information given by the customer in the application form is entered by the
Data entry Operator in the System.
After data entry, the system will run to verify if the customer is already enrolled in the
Fleet Card Program based on Customer name, Vehicle Registration number, Telephone
Number, City, Pin Code etc.
P a g e | 20
If the customer is not enrolled, then the system will enroll the customer and will generate
a unique customer ID and a file containing personalization data. The Customer ID will be
the primary account of the card member.
II.
Personalization data file is sent to the personalization center for card personalization.
Form Scanning.
Same process is followed as in case of enrollment through paper forms up to the point the
physical form reaches the Data Center.
The Application form is then scanned through digital scanner and is uploaded to the
HOST(Central Server located at the Data Centre for receiving, storing, processing and
sending data for the Fleet Card Program).
System will run the validation check to verify if the customer is already enrolled on the
basis
of
Customer
Name,
Vehicle
Registration
Number,
Telephone
Number,
The data entered is in form is checked for correctness on the basis of above information.
If found OK, system will generate a unique Customer ID and a file contain Personalization
data. The customer ID will be the primary account of the Card Member.
This enrollment request will be marked as New Enrollment Offline in the database.
In case if the request is for duplicate or additional cards, then the original customer ID will
be retained.
P a g e | 21
CUSTOMER FILLS UP
THE APPLICATION FORM
& PAYS THE
ENROLLMENT FEES
CUSTOMER
RECEIVES THE
CARD
Credit
Card
APPLICATION FORM
SENT TO ISSUER FOR
APPROVAL
SOURCING CHANNEL
PROVIDES THE
APPLICATION FORM TO
THE CUSTOMER
Prepaid Card
Success
APPROVED
APPLICATION
FORM SENT TO
DATA CENTRE
MANUAL DATA
ENTRY
VERIFY
DATA
SEND
PERSONALIZATION
DATA TO
PERSONALIZATION
CENTRE
Failure
MANUAL
INTERVENTION
P a g e | 22
CENTRECARD PERSONALISZATION
PERSONALIZES CARD
CARD DISPATCH IN A
WELCOME KIT
CUSTOMER FILLS UP
THE APPLICATION FORM
& PAYS THE
ENROLLMENT FEES
SOURCING CHANNEL
PROVIDES THE
APPLICATION FORM
TO THE CUSTOMER
Credit Card
APPLICATION FORM
SENT TO ISSUER FOR
APPROVAL
P a g e | 23
CUSTOMER
RECEIVES THE
CARD
DATA CENTRE
Prepaid Card
SEND
PERSONALIZATION
DATA TO
PERSONALIZATION
CENTRE
Success
APPROVED
APPLICATION
FORM SENT TO
DATA CENTRE
FORM
SCANNING
Failure
MANUAL
INTERVENTION
CENTRECARD PERSONALISZATION
VERIFY
DATA
PERSONALIZES CARD
CARD DISPATCH IN A
WELCOME KIT
3.2. C. PERSONALIZATION
Once the customer gets himself/herself registered, card personalization is done. Personalization is the
method of loading personal data on the user card at the personalization center, which is highly secured.
It is divided into three parts:
P a g e | 24
Key injection Process: Here the keys developed is injected from the master card to the User Card.
Due to the need of the high security only a person either appointed or authorized by the IOCL can
inject these keys.
Card personalization: Here the user card is physically embossed or engraved and the Card
Personalization machine loads personal data. Personal data includes details like Card ID, Card
Member Name, Vehicle Registration Number and Expiry Date etc.
The Card is set with default PIN that is generally initialized with 0000. Finally, the user card is
sent to the Customer in a welcome kit. The Card Holder through a secured four-digit personal
identification number authorizes the transaction on the fleet Card, i.e. PIN.
P a g e | 25
Following Flow Chart will make the process of Card personalization more clear:
Card Personalization
P a g e | 26
HOST RECEIVES
DESPATCH DETAILS
PERSONALIZATION DETAILS
SENT TO CARD
PERSONALIZATION CENTRE
PERSONALIZES CARD
GENERATES WELCOME
LETTERS
DISPATCHES PACKAGE
TO CUSTOMER
SENDS DISPATCH
DETAILS TO HOST
P a g e | 27
At first the card has to be inserted in the POST (Point of Sales Terminal i.e. Retail Outlets of IOCL).
If the card is in dormant condition i.e. not used by the customer for more than 3 months or any
period will be defined.
Then an online connection will be made with HOST(Central Server located at the Data Centre for
receiving, storing, processing and sending data for the Fleet Card Program) to verify the Card for
hot listing etc. Hot listing is the process where the card is marked as hot listed so that no further
transaction on that particular card will be entertained (A card can be hot listed if it is reported to
be lost, damaged or stolen).
If card is found to be Hot Listed, then no further transaction will take place on that particular
card.
If the card is validated by the POST, then the menu is displayed where the old PIN is changed for
the new one. New PIN must be different from the Old/defaulted PIN.
3.2. E. RELOAD
Once the Card is activated, the customer loads money on the card. There are two kinds of Fleet Cards,
i.e., Prepaid Card and Credit Card
PREPAID CARD: Under the Prepaid Card System, the Card Member has to first reload the card with the
required amount and then they can use the card for the purchase of Fuel/lubes from the ROs (retail
Outlets) of IOCL. Firstly, the Card Members/Card Holders pay at the designated ROs to load and reload
money value on the card. Here there are two types of customers viz. Generic and normal. Generic
customers include Vodafone, Bharti Airtel, Reliance India Mobile etc. Thereafter they can purchase
lubes/fuels against the card balance.
CREDIT CARD: It is a kind of co-branded card offered to the customers by IOCL with present credit
partner Sundaram Finance Ltd. The later extends credit to card members for purchase of fuel/lubes
through Fleet Card. The credit partner, Sundaram Finance Limited (SFL), has to send cheques to Finance
P a g e | 28
Department of the Head Office of IOCL, within two working days of sale of Fuel/Lubes through credit
cards. Thus in case of credit variant, based on the card limit as approved and sanctioned by the credit
partner, each of the card of the fleet owner will be given daily limit. Once the amount within the limit is
loaded in the card, customers can easily procure fuel/lubes from designated ROs of Indian oil. The daily
(Credit) limit on the card is automatically gets reset at midnight (00:00 hrs). The credit variant of the
card
again
provides
two
options
to
the
Fleet
Owners
In case of interest bearing credit, the Card Member has to pay the finance charges as decided by the
credit partner for the already used credit.
In case of interest free credit, the Card Member does not have to pay any interest for card utilization
during a specific period. The Card Members are given no reward points on the card usage under interest
free credit option whereas rewards points would be awarded under the interest bearing credit option of
the credit variant on the purchase of Fuel/lubes.
Thus for the prepaid variant of the Fleet Card , the first transaction will be reload transaction whereas for
the credit variant the transaction limit, daily limit shall come pre-initialized on to the card, hence reload
is not required. A Card Holder can use his card as long as the card has money value on it.
Once the card is activated, customer can easily control his/her fuel/lubes expenses better through the
different limits prescribed by the IOC for each of the fleet card.
TRANSACTION LIMIT: It sets the maximum value of a sale transaction on a fleet card (default
value Rs12000). This limit ensures that each individual purchase on the card must not exceed the
prearranged limit.
P a g e | 29
DAILY LIMIT: It sets the maximum value of a sale transaction that can be done through the
card in a day (default value Rs. 24000). This limit has been provided to evade the misuse of the
Card.
CASH PURSE LIMIT: It sets the maximum value of a sale transaction amount that can be loaded
or can be held in the card at any point of time. (Maximum value Rs. 50000).
MONTHLY LIMIT: Its sets the maximum limit to the Fleet card during the month. The sales
transaction cannot exceed Rs. 70,000 during a month in a single Fleet Card.
It is mandatory to specify the above-mentioned card limits in the application forms or else the
application form will be treated as incomplete. The limits on the card can however be changed
subsequently by giving a written request to the Fleet Marketing Office
Now the Reloading can take place in either of the two ways:
Online Reload, also known as CCMS (Central Cash Management System) Reload.
OFFLINE/MANUAL RELOAD
To load a Prepaid Card, Card Member/Card Holder has to pay the desired amount to be loaded on the
card at any designated Retail Outlet (ROs) of IndianOil and present the card for loading the money value
on to the card. The money value so loaded on the fleet card shall be treated as payment in advance for
future sales transaction of fuels/lubes at designated ROs. Hence following steps are followed to reload
XTRAPOWER fleet card manually:
P a g e | 30
First of all the User Fleet Card is inserted in the POST (Point of Sales Terminal i.e. Retail Outlets of
IOCL) and amount is paid to the RO by the Card Holder/Card Member.
If the card has not been used for 3 months, it is verified with the HOST (Central Server located at
the Data Centre for receiving, storing, processing and sending data for the Fleet Card Program)
for hot listing etc. if the system responds positively, then the card is marked as Hot listed and
no further transaction will be allowed. (A card can be hot listed if it is reported to be lost,
damaged or stolen).
If POST validates the Card, then the Manual Reload option is selected from the Menu Option
and the amount is loaded.
System then prompts user PIN (Personal Identification Number). POST (Point of Sales Terminal i.e.
Retail Outlets of IOCL) will ask for SAM (Merchant/Retail Outlet) PIN. Merchant/Retail Outlet enters
the PIN in case, if wrong, then it is blocked. Nevertheless, if the PIN entered right then the user
card is uploaded with the requested amount.
P a g e | 31
MANUAL RELOAD(OFF-LINE)
CUSTOMER
POST
P a g e | 32
MERCHANT
CASH PAID TO RO
BY CARDHOLDER
NO
HAS MAX
SETTLEMENT
TIME
EXCEEDED?
HAS MAX
TRANSACTION
EXCEEDED?
YES
NO
CUSTOMER
CARD IS
REJECTED
YES
YES
YES
NO
TRIES ON
OTHER
POST
CHOOSE
RELOAD
OPTION
DISPLAYS
MENU
ENTERSUSER PIN
YES
RELOAD
NO AMT
ENTERED
COLLECTS
RECEIPT &
CARD
CANT
RELOAD
ON THIS
POST
DISPLAYS LIMIT
EXCEEDED OPTION
CARD HOT
LISTED OR
EXPIRED?
INCORRECT PIN
DISPLAYED
IF PIN ENTER 3
TIMES
WRONG,PIN IS
BLOCKED
CREDIT USER A/C
& PRINT RECEIPT
FOR
TRANSACTION
In case if the Fleet Card contains a predefined limit then in that case the cash reloading will be done
online. This is being done primarily to capture the high value transactions of the system to be online and
P a g e | 33
faster settlement with the HOST (Central Server located at the Data Centre for receiving, storing,
processing and sending data for the Fleet Card Program i.e. Axalto, the Service Provider).
Hence the card member can also use CCMS reload facility for reloading of card. For CCMS reload, the
card member will first have to deposit a lump sum amount at a designated RO for recharge of his CCMS
account. Now the money available in the account can be used to reload the Fleet Card(s) from any
designated ROs of IOCL in the country. This payment for CCMS recharge can be made in cash (maximum
Rs 50,000/- at any point of time) at designated ROs of IndianOil.
Once the Card Holder goes to the Merchant/Retail Outlet to reload money online on his user card
from its card members central kitty on the HOST, POST (Point of Sales Terminal i.e. Retail Outlets
of IOCL) checks if the user card ID is in the Hot List. If the System responds positively, then the
card will be marked, as hot listed and no further transaction will take place. (A card can be hot
listed if it is reported to be lost, damaged or stolen).
If the POST validates Card, Online Reload Option is displayed on the Menu, which is to be
selected.
After then the system will prompt for the USER CARD PIN. In case of wrong entry of PIN, user can
re-enter up to 3 times, if failed, card PIN is blocked.
In case the entry of User PIN is successful, the POST prompts for the Merchant (SAM) PIN.
Once the Merchant enters the PIN, in case of wrong PIN (3 times), SAM PIN is blocked.
If the PIN is valid, amount required is asked to be loaded which is decided on the basis of the
cash purse limit of the card member.
P a g e | 34
If reload amount exceeds the cash limit, then the reload will be rejected but if it does not then
the POST goes online and sends the reload amount to the HOST.
The HOST will check whether that much amount is there in the central kitty of the card member.
If it is available then the reload amt is debited to the CCMS a/c of the card member. The reload
amt is then loaded on to the User Card.
During Batch Settlement, the transaction is sent to the HOST along with other Transaction.
ONLINE RELOAD(CCMS)
CUSTOMER
USER CARD
PRESENTED
FOR RELOAD
POST
INSERT USER CARD
IN THE POST
P a g e | 35
MERCHANT
ERROR
MESSAGE
ILURE
REFUSE
RELOAD
VERIFY CARD,
CHECK EOD AT
POST
FA
SU
CCESS
DISPLAYS MENU, ENTER
USER PIN
YES
USER PIN
CORRECT?
NO
NO
PROMPTS FOR
SAM PIN
IF PIN ENTER 3
TIMES
WRONG,PIN IS
BLOCKED
RELOAD
AMT
ENTERED&C
ASH LIMIT
CHECKED
RELOAD REJECTED.
REMOVE CARD
YYE
POST CONNECTS TO
HOST TO CHECK
AVAILABILITY OF AMT
IN CARD MEMBERS
KITTY
NO
YES
YES
PRINT
RECEIPT
FOR
RELOAD
POST LOADS
THE AMT TO
USER CARD
REDUCE RELOAD
AMT FROM CARD
MEMBERS
CENTRALKITTY
NO
CARD TO BE
REMOVED
POST REFUSES
THE RELOAD
In offline Reload, the Card Holder pays the requisite amount to the Merchant/Retail outlet after inserting
the card in the POST (Point of Sales Terminal i.e. Retail Outlets of IOCL). In case the card is dormant or
hot listed, no further transaction on that card will be allowed. Nevertheless, if the POST validates the
card, then the required recharge is to be done.
In online reload, the Card Members have to have an account with HDFC bank. Here the prepaid variant
of the fleet card reloads online from the balance available in the bank account of the Card Member at
HDFC Bank. Again the card also has a pre-defined cash purse limit. Thus a card can perform CCMS
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(Central Cash Management System) recharge/reload for any amount within the cash purse limit. Once
the card is reloaded, all further sales transaction can take place offline. CCMS recharge can also be done
through Location/Retail Outlet, for instance, if the Transport Vendor wants to transfer partial amount of
his dues to his Fleet card account.
3.2. H. SALE
Once the Card Members Fleet Card reloaded, Sales Transaction takes place. Sale is the process where a
merchant/Retail Outlet sells fuel/lubes to fleet cardholders. Sale transaction will not take place unless
and until the card holds sufficient amount.
Each User Fleet Card has a predefined transaction limit as well as daily limit on the card. The Card
Holder can only be able to access the card if it is within the daily limit of the card. Once a sales
transaction takes place, that amount is deducted from the daily limit. Thus, a Card Holder cannot
perform any sales transaction on the card beyond daily limit and transaction limit of the Fleet Card.
Whereas in case of credit variant of the Fleet Card, Sales Transaction details are transferred to the
Credit Partners of IOCL on a daily basis that in turn will be responsible for maintaining the credit limits.
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At first the User Card has to be inserted in the POST (Point of Sales Terminal i.e. Retail Outlets of
IOCL).
POST checks if it has reached the End of Day i.e. If the batch has reached the maximum number
of Transactions or settlement time has exceeded.
If the card has not been used for 3 months it is verified with the HOST(Central Server located at
the Data Centre for receiving, storing, processing and sending data for the Fleet Card Program)
for hot listing etc. if yes then the card is marked as Hot listed and no further transaction will be
allowed.
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If POST validates the Card, Sales Option is selected from the Menu Option and the Sales
amount is loaded as per.
In case the amount loaded is more than the transaction limit, daily limit or current available
balance in the card, an error message will be displayed and the Sales Transaction is rejected.
In case the Sales amount is within the above-mentioned limits, the POST prompts for User PIN.
Once the Card Holder enters the PIN, then in case of wrong PIN (3 times), User PIN is blocked.
If user PIN is valid the POST deducts the Sales Amount from the User Card.
During Batch Settlement, the transaction is sent to the HOST along with other Sales Transactions.
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Sale
3.2. I. VOID
POST
CARD HOLDER
HAS EOD BEEN
REACHED?
INSERTS USER
CARD IN THE POST
No
No
IS USER CARD
DORMAT?
Yes
Yes
DISPLAY LIMIT
EXCEEDED MESSAGE
TRIES ON
ANOTHER POST
USER CARD IS
REJECTED
SELECT SALE
OPTION FROM THE
MENU
IS CARD
HOTLISTED OR
Yes EXPIRED?
Yes
DISPLAYS MENU
ENTERS THE
SALES
AMOUNT
CHOOSES THE
PRODUCT FROM
THE SUB-MENU
No
No
USER PIN
IS
Yes
BLOCKED
CARD HOLDER
ENTERS THE PIN
No
Yes
PROMPTS FOR
USER PIN
DISPLAYS AMOUNT
UNAVAILABLE
MESSAGE
IS THE PIN
CORRECT?
IF WRONG PIN IS
ENTERED 3 TIMES
Yes
Yes
DISPLAYS INVALID
PIN MESSAGE
No
PRINTS RECEIPT
FOR THE
TRANSACTION
COLLECTS RECEIPT
AND THE USER CARD
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No
Occasions might arise where the Merchant/Retail Outlet can perform wrong transaction entry. For
instance, a transaction of 5000/- has been wrongly entered by the merchant as 15000/-. Here to
reconcile the error the merchant follows void process by which any transaction carried out on the POST
(Point of Sales Terminal i.e. Retail Outlets of IOCL) can be easily reversed. In case of such Sales
transaction, Void Option is to be operated where all transactions relevant to the Primary transaction
has to be reversed. For example, if any loyalty points have been awarded then that also has to be
reversed. This method can only be processed until and unless the batch settlement is not done. It is so
because once the batch is settled there is no record of Transaction left on the POST.
The process of Void is as under:
At first the User Card is inserted in the POST which then performs all required User Card
verification.
POST then asks for the ROC (Receipt of Count) number of the transaction, which is to be made
void.
After entering the ROC number, POST prompts for the transaction amount for confirmation.
If amount matches, POST asks for the User PIN & SAM (Merchant/Retail Outlet) PIN which is then
verified.
POST reverse the transaction on the User Card and the receipt of the same is printed by the
POST.
Even if the batch is locked at the POST due to any of the EOD (End of the Day) conditions like reaching
of maximum number of transaction or settlement time exceeded, Void Option can be performed. A
maximum of five such Transactions can be performed.
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If the maximum number of transactions that a batch can hold during the day itself has been
performed. Here the maximum number of transaction is 75.
If the POST is not settled for a pre-defined time period called Settlement time. This time period
shall be configured for 24 hrs.
If any batch exceeds the total allowed sales/reload allowed on each batch of Rs.2,00,000.
If any repair or maintenance is about to take place, then it is mandatory to do the settlement
before such repair.
Latest de-hot list files are also downloaded from the HOST.
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Finally all transactions from the POST are transferred to the HOST.
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EOD/Batch Settlement
POST
HOST
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POST dials a
number to connect
to the HOST
POST sends the
latest Change
Number on it
POST sends
acknowledgement
The HOST is
connected to
POST
HOST checks is
the hot list
latest?
NO
Is the
parameter file
latest?
NO
POST sends
acknowledgement
POST sends Batch
ID
YES
YES
Is Batch
pending?
NO
YES
HOST opens a
new batch
NO
POST sends
reconciliation
request
Is Batch total
correct?
HOST sends
error message
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YES
HOST approves.
Batch accepted
Card member needs to immediately call up the Customer Helpline and request them for hot
listing the card.
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Once the call is made, the Card Members identity is validated based on two fields i.e. secret
questions and address or date of birth, filled up in the application form during enrollment.
The Service Provider, Axalto, automatically will hot list the Card ID in the HOST.
At the time of Batch Settlement, the latest hot list is downloaded from the HOST.
Once the download is complete, transactions all through the day are transferred from the POST
to the HOST.
POST generally keeps track of the Card hot listed during last 90 days. Whenever the Card Holder visits
the merchant to use a card that is hot listed, hot list flag will be marked on the Card. During the Batch
Settlement, POST will send this intimation to the HOST that the card has been hot listed. Subsequently
this Card ID will be detached from the hot list on other POST whenever they perform Batch Settlement.
Thus when a card holder comes and uses the card when the card is hot listed, following cases may arise:
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4.2. REFERENCES
REPORTS:
WEBSITES:
www.iocl.com
www.iocxtrapower.com
IOCL library
Business Standard
Financial Express
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