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Step-by-step Guide >>

Integrated Contactless Equipment

A guide for point-of-sale staff using integrated Contactless equipment.

How do I process a Contactless transaction?

Please be aware that depending on the equipment you are using, and the way it is set up, some of these steps may differ slightly. The processing below reflects transactions made at an integrated point of sale terminal. There are likely to be some differences between retailer implementations and as such, retailers may choose to provide their staff with a guide specific to the equipment they are using. If you have any questions please ask your manager, refer to your equipment guide, or contact your acquiring bank.

It is expected that the terminal, when not in use for the Contactless transaction, will show the retailer’s own message.

When the transaction amount is not more than the Contactless limit (currently £15.00), customers have the option of paying by Contactless.

For the purpose of this guide, the information shown reflects a case study implementation of Contactless with an integrated retailer. Where alternative processing could exist, this is noted for information.

Step 1

RETAILER ACTION

Operator asks for payment for the completed transaction and customer indicates Contactless. Alternatively, other retailers may choose to implement Contactless as a form of paying by card. Having opted to pay by card, the customer is presented with the option of Contactless or Chip & PIN.

Transaction amount will appear on the terminal screen.

The customer should be advised to remove card from their wallet and to hold their card to the acceptance mark on the reader, as shown:

Contactless Symbol

It is expected that an operator message will provide instructions on what to advise the customer.

CUSTOMER ACTION

For a Contactless transaction the customer should hold their card to the Contactless reader.

Step 2

RETAILER ACTION

None. Please wait.

The Contactless transaction should complete within seconds. Online authorisation may be required for some Contactless transactions.

It is expected that an operator message will be available to confirm the completion of the transaction.

The Contactless reader display will confirm the transaction has been successful; there will be an audible success tone and a visual indication (lights and an ‘Approved’ message on the display).

What do I do about receipts?

Payment receipts are optional for Contactless transactions – although if a customer asks for one, it must be provided.

For an integrated retailer, the payment receipt will either be part of the transaction receipt produced by the retailer’s own POS, or will be printed separately by the Contactless terminal.

Customer transaction receipts are printed by some retailers, not printed by others, or are optional.

Note: The individual retailer will decide on how to best provide the option of a Contactless payment receipt, or whether to always provide one as part of the customer transaction receipt.

RETAILER ACTION

For the case study, the retailer always provides a receipt for the customer, and the receipt is a combined transaction and payment receipt.

For a Contactless transaction with this retailer, the customer receives a receipt with the relevant Contactless payment information. The receipt is produced automatically by the POS at the completion of the transaction.

Alternatively,

For a retailer where the production of a payment receipt is determined by the customer, offer this option to the customer. The customer elects to have a payment receipt, or not.
For a retailer where the production of a receipt is determined by the retailer, ask the customer if they want a receipt. The customer elects to have a combined transaction and payment receipt, or not.

CUSTOMER ACTION

For the case study, no customer action is required.

Alternatively, the customer will decide whether or not they want a Contactless payment receipt.

What if a security check is requested?

As part of a routine verification check customers will occasionally be unable to complete the transaction as Contactless. The card will need to be used to carry out a full Chip & PIN transaction before it can next be used as a Contactless card. Once this transaction type has been completed, customers should have no problem using Contactless when they next come to use their card.

For the retail transaction, customers will be asked to continue with a full Chip & PIN transaction, or to provide an alternative payment type.

RETAILER ACTION

The customer should be advised that a routine Contactless security check is required - a full Chip & PIN transaction will be required to allow continued use of the Contactless functionality on their card.

It is expected that an operator message will appear giving clear guidance for customer engagement.

Alternatively, the retailer POS may identify the Contactless transaction as unsuccessful and request an alternative payment. The alternative payment could be using the same card in a Chip & PIN transaction.

CUSTOMER ACTION

The transaction should then be processed by the retailer as a normal Chip & PIN transaction.

For other retailer implementations, the customer may prefer to use an alternative tender type.