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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)
An Introduction to Contactless Cards
Illustrated Step-by-Step Guide
Using Bank Owned Equipment
Using Integrated Equipment
Frequently Asked Questions
An Introduction to Contactless Cards
What is Contactless?
Contactless is a new feature being introduced on payment cards in the UK to make low value purchases quicker and more convenient for both retailers and consumers. When making low value payments (currently £15 or less) - rather than inserting a card into the chip & PIN machine and typing in a PIN – those with a card featuring Contactless can simply hold it to the reader to pay.
How do I recognise a Contactless card?
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Cards featuring Contactless will look much the same as a standard chip and PIN card, but will have been re-issued with a new design incorporating one or more contactless identifiers. The majority of cards issued in the UK will feature the contactless indicator: Contactless identifiers may be found either on the front or the back of the card and will be shown as described below: |
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Visa - simply look for the Visa logo |
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and the Contactless Indicator |
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MasterCard PayPass™ logo |
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and optionally the Contactless Indicator |
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Maestro PayPass™ logo
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and optionally the Contactless Indicator |
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When should I process a Contactless transaction?
Where a transaction is for less than the Contactless transaction limit (currently £15), customers can be given the option of paying with a Contactless card. If the transaction amount is above the Contactless transaction limit (currently £15) then all customers should be asked to conduct a standard chip and PIN transaction.
Illustrated Step-by-Step Guide
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. If you have any questions please ask your manager, refer to your equipment guide, or contact your acquiring bank.
The process below reflects transactions made at stand alone point of sale terminals. While those using integrated terminals will follow a similar process, retailers may choose to provide their staff with a guide specific to the equipment they are using.
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Step 1 |
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RETAILER ACTION Key the transaction amount in pence on the terminal keypad (e.g. for £2.30 enter 0230).
Press the ENTER button on the terminal. If you make a mistake press the CLEAR button and re-enter the correct amount. |
Since the amount is less than the Contactless transaction limit (currently £10.00 or less) the customer is given the option of paying using Contactless or chip and PIN.
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Please note: integrated tills will have a similar process. |
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Step 2 |
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RETAILER ACTION The customer should be advised to remove their card from their wallet and to hold it to the acceptance mark (as shown below) on the Reader within 10cm.
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CUSTOMER ACTION For a contactless transaction the customer should hold their card to the Contactless reader.
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Please note: for integrated tills, a device message may appear on the display guiding the operator what to tell the customer. |
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Step 3 |
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RETAILER ACTION None. Please wait. |
The Contactless reader display will confirm the transaction has been successful; there will be an audible success tone and a visual indication (lights and/or an ‘Approved’ message on the display).
The terminal will now print a merchant receipt - confirming that the transaction has been successful and is complete. |
What if a security check is requested?
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As part of a routine verification check customers will occasionally be requested to insert the card and carry out a full chip and PIN transaction.
RETAILER ACTION The customer should be advised that a routine Contactless security check is required; a full chip and PIN transaction will be required to allow continued use of the Contactless functionality on their card. |
CUSTOMER ACTION The transaction should then be progressed by the retailer as a normal chip & PIN transaction (or using an alternative tender type if this is the customer preference).
Advise the customer that they should have no problem using Contactless when they next come to use their card |
What if a cardholder requests a receipt?
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Customer receipts are optional for Contactless transactions, but you must provide one if requested by the customer.
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RETAILER ACTION Select 'yes'. If your terminal does not give you the specific option, press the 00 key at the ready prompt. This must be done before the next transaction takes place. |
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Please note: integrated tills or retailer owned tills may display an alternative message related to receipts. |
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Integrated Contactless Equipment
A guide for point-of-sale staff using integrated Contactless equipment.
How do I process a Contactless transaction?
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.
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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.
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Transaction amount will appear on the terminal screen.
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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:
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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.
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Step 2 |
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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.
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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).
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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,
Alternatively, the customer will decide whether or not they want a Contactless payment receipt. |
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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.
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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. |
Frequently Asked Questions
Can gratuities be added to a Contactless payment?
Yes, subject to the terminal capabilities - this would need to be added before the card is presented, as the aggregate total would still be subject to maximum contactless transcation limit (currently £15).
Can I perform a refund using the Contactless reader?
Refunds should be undertaken using the standard chip and PIN interface.
What happens if a Contactless transaction is declined?
The display on the reader will notify the cardholder that the transaction has been declined. The cardholder should then be asked to complete the payment by other means.
Can I accept Contactless cards issued outside the UK?
Contactless cards issued by a non
Will I be able to accept other form factors which use Contactless – such as mobile phones?
Mobile phones and other form factors are being evaluated via pilots but are being developed under the principle that they will work (from the reader perspective) as Contactless cards. Mobile devices and other form factors can be used wherever the contactless acceptance mark (and relevant card scheme brand) is displayed within the retailer’s environment.
Can cashback be provided with a Contactless transaction?
Cashback is only available in participating retailer locations by way of a full chip and PIN transaction.
What if the reader does not respond?
If the reader does not respond to the card you should:
- Check that the card is a Contactless payment card (check for logo and indicator);
- Ensure the customer is holding their card close to the acceptance mark;
- Ensure that the card is being presented to the reader correctly – if it is at an angle to the reader it may not work;
- Check the reader is plugged in and functioning (if using a separate reader device) – remember to check for any metallic objects near the reader which may interfere with the signal;
- Check the customer is presenting only one card to the reader. If a wallet is presented that contains multiple Contactless cards (whether Visa PayWave, MasterCard ® PayPass™, Oyster, or any other card that uses contactless technology) an error will be detected and the reader will display ‘Please present one card only’.
If you are still unable to process the transaction then you should proceed with a standard card transaction or alternative payment type. At a convenient time you should seek assistance from your manager or equipment supplier.
