Your Customers' Contactless Journey >>

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

This document is aimed at providing a generic understanding of the Contactless Journey. It is hoped that this information will support those retailers implementing Contactless by putting the payment process itself in the context of the overall customer journey.

This document has been created on behalf of The UK Cards Association’s Retail Community Contactless Liaison Group (RCCLG) – which consists of representatives from the retail and transport sectors, as well as MasterCard, Visa and members of The UK Cards Association (UK card issuers and acquirers).

While intended as a general briefing to assist retailers implementing contactless, the document is split into three distinct parts, each with a slightly different purpose.

 Section 1: Generic Considerations

Provides the retailer with a general understanding of the different circumstances customers might encounter on their Contactless Journey – from the first time they hear about Contactless cards, to their first transaction, to what they can expect to see on their statement.

Since the rollout of Contactless is competitive (rather than being centrally co-ordinated), you may find that some card issuers approach things slightly differently to suit their customers – or that their approaches change over time; however, the most common approaches have been described.

Section 2: Transaction Flow

Is intended more specifically for the systems architects or developers; an outline of the scenarios and potential outcomes that could occur as part of the contactless payment process.

This section can be viewed alongside the Contactless Common User Interface (CUI) document agreed by MasterCard and Visa. The CUI is available as an appendix to APACS Standard 70.

Section 3: Staff Guide

Is an example guide for point-of-sale staff and shows illustrations of a contactless transaction being processed using a bank-owned terminal. While it is acknowledged that many retailers will be implementing integrated systems, the 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.

 The step-by-step staff guide is also available on the web site here.