Your Customers' Contactless Journey >>

The aim of this document is to provide a generic explanation of the ‘Contactless Journey’. It is hoped that this information will support those retailers implementing Contactless by putting the payment process in the context of the overall customer journey.

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

Document Management 

This document has been created on behalf of The UK Cards Association’s Retail Community Contactless Liaison Group (RCCLG). The Group 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).

Parties to the document consider it to be a working paper, and would encourage feedback at all times to ensure it is appropriately developed and updated to suit the needs of the various stakeholders. Any requests to include additional information should be put to the RCCLG. Where it is felt appropriate to do so, subject experts may be asked to form a working group to consider particular issues.

In developing the Customer Journey document, reference has been made to the requirements outlined in the Common Contactless Terminal User Interface (CUI); developed jointly in 2007 by Visa Europe and MasterCard international. Any retailers with specific feedback relating to the CUI document should – as a starting point – provide input to the relevant Acquirer(s) who will relay any common requirements to Visa and MasterCard.

Content Outline

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

Section 1: Generic Considerations

The purpose of this section is to provide the retailer with a general understanding of the different situations that 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.

Section 2: Transaction Flow

This section 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.

Section 3: 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 3.1 - An Introduction to Contactless Cards
• Section 3.2a - Step-by-Step Guide to Contactless Card Transactions using Bank Owned Equipment
• Section 3.2b - Step-by-Step Guide to Contactless Card Transactions using Integrated Equipment
• Section 3.3 - Frequently Asked Questions

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