Frequently Asked Question
![](https://www.pcisecuritystandards.org/wp-content/uploads/2022/03/FAQs-alt.jpg)
What should a merchant do if cardholder data is accidentally received via an unintended channel?
Merchants sometimes find themselves in a situation where a customer provides their cardholder data unsolicited via an insecure communication channel that was not intended for the purpose of capturing sensitive data.
In this situation, the merchant can choose to either include the channel into the scope of their cardholder data environment (CDE) and secure it according to PCI DSS, or implement measures to prevent the channel from being used for cardholder data.
Some suggestions for merchants to prevent any further capture of cardholder data via unsecured methods include:
If unsolicited cardholder data is received via an insecure method, the merchant should take immediate steps to minimize the security impact and prevent further exposure of that data. For example, if a merchant receives cardholder data in an email from a customer, the merchant's personnel should be trained to not 'reply' using the same email that contains the cardholder data. Instead, the merchant's personnel should respond in a manner that does not further propagate the unsecured transmission of cardholder data. This may be accomplished by removing all sensitive data from the email response before replying or by contacting the customer via an alternative communication channel to complete the transaction.
Merchants are encouraged to communicate with their customers on the risks of sending cardholder data through insecure channels, and to ensure their customers are aware of the merchant's secure methods for submitting payment information. By proactively encouraging their customers to use only secure payment methods, merchants can reduce the amount of cardholder data received via unsolicited or insecure channels.
In this situation, the merchant can choose to either include the channel into the scope of their cardholder data environment (CDE) and secure it according to PCI DSS, or implement measures to prevent the channel from being used for cardholder data.
Some suggestions for merchants to prevent any further capture of cardholder data via unsecured methods include:
- Implementing controls to prevent acceptance of cardholder data via unsecured channels
- Responding to customers in a manner which does not propagate any further unsecured transmissions of cardholder data
- Implementing best practices and customer communications to proactively prevent customer use of unsecured channels for cardholder data
If unsolicited cardholder data is received via an insecure method, the merchant should take immediate steps to minimize the security impact and prevent further exposure of that data. For example, if a merchant receives cardholder data in an email from a customer, the merchant's personnel should be trained to not 'reply' using the same email that contains the cardholder data. Instead, the merchant's personnel should respond in a manner that does not further propagate the unsecured transmission of cardholder data. This may be accomplished by removing all sensitive data from the email response before replying or by contacting the customer via an alternative communication channel to complete the transaction.
Merchants are encouraged to communicate with their customers on the risks of sending cardholder data through insecure channels, and to ensure their customers are aware of the merchant's secure methods for submitting payment information. By proactively encouraging their customers to use only secure payment methods, merchants can reduce the amount of cardholder data received via unsolicited or insecure channels.
October 2012
Article Number: 1157
Related
-
What is the completion date for PCI DSS assessments documented in a Report on Compliance and its related Attestations of Compliance?
-
What is the completion date for PCI DSS assessments documented in a Self-Assessment Questionnaire and its related Attestations of Compliance?
-
How does PCI DSS Requirement 6.4.3 apply to 3DS scripts called from a merchant check-out page as part of 3DS processing?
Featured FAQ Articles
Featured
-
Do PCI DSS requirements for keyed cryptographic hashing apply to previously hashed PANs?
-
Is the PCI DSS Attestation of Compliance intended to be shared?
-
How does an entity report the results of a PCI DSS assessment for new requirements that are noted in PCI DSS as best practices until a future date?
-
Where do I direct questions about complying with PCI standards?
-
Can SAQ eligibility criteria be used for determining applicability of PCI DSS requirements for assessments documented in a Report on Compliance?
Most Popular
-
What is the completion date for PCI DSS assessments documented in a Report on Compliance and its related Attestations of Compliance?
-
What is the completion date for PCI DSS assessments documented in a Self-Assessment Questionnaire and its related Attestations of Compliance?
-
How does PCI DSS Requirement 6.4.3 apply to 3DS scripts called from a merchant check-out page as part of 3DS processing?
-
What is the scope of a PCI DSS assessment for service providers that can impact the security of payment account data, if the service provider does not directly store, process, or transmit payment account data?
-
Does PCI DSS apply to service providers that can impact the security of payment account data, if the service provider does not directly store, process, or transmit payment account data?
Most Recently Updated
-
What is the completion date for PCI DSS assessments documented in a Report on Compliance and its related Attestations of Compliance?
-
What is the completion date for PCI DSS assessments documented in a Self-Assessment Questionnaire and its related Attestations of Compliance?
-
How does PCI DSS Requirement 6.4.3 apply to 3DS scripts called from a merchant check-out page as part of 3DS processing?
-
Is the expectation that any PFI investigation initiated must result in a PFI Final Report?
-
Can a PFI Company perform subsequent PFI investigations for the same entity?