Staff Guide

This guide has been included as a starting point to assist retailers when creating their own training guides. It is important to ensure that your point-of-sale staff are fully trained before you begin accepting Contactless cards. Should you require further assistance with please contact your acquiring bank.

Section 3 in the PDF below contains the step-by-step guide.

 Understanding Your Customers' Contactless Journey (PDF: 449KB - 17pg)

• What is Contactless?
• How do I recognise a Contactless card?
• When should I process a Contactless transaction?

Illustrated Step-by-Step Guide

Using Bank Owned Equipment

• How do I process a Contactless transaction?
• What if a security check is requested?
• What if a cardholder requests a receipt?

Using Integrated Equipment

• How do I process a Contactless transaction?
• What do I do about receipts?
• What if a security check is requested?

Frequently Asked Questions

• Can gratuities be added to a Contactless payment?
• Can I perform a refund using the Contactless reader?
• What happens if a Contactless transaction is declined?
• Can I accept Contactless cards issued outside the UK?
• Will I be able to accept other form factors which use Contactless – such as mobile phones?
• Can cashback be provided with a Contactless transaction?
• What if the reader does not respond?

>> GO TO THE STAFF GUIDE