drive merchant business through card acceptance excellence€¦ · 1. decal strips 2. table signs...

Drive merchant business through Card Acceptance Excellence

Grow your Business in 6 Easy Steps!

Drive higher spending:• Customers using cards spend

more – they expect card payments to be welcomed

• Frequent customers prefer cards

Drive footfall (number of customers):• Well-known brands• Trusted brands

Drive checkout efficiency:• Reduce cost-of-cash• Increase security• Increase the speed of

checking out

Drive customer engagement• Look up to date and innovative • Efficiency and speed of payment

is what consumers expect

Make customers feel more welcome!

Guide is not a replacement for the actual Rules & Regulations© 2017 Mastercard International Incorporated. All Rights Reserved.

PRE- PU RCHASE

Get visible outside and at the POI!A quick guide to clear visibility: learn how and where to display acceptance marks prominently in order to attract customers and reassure them that their preferred payment card and method are welcome.

DU RING PU RCHASE

Speed up and simplify checkout!A few easy steps will lead you and your staff to simple and quick card acceptance procedures as well as efficient, fast and secure terminal transaction processing.

AFTE R PU RCHASE

Provide transparency & highlight benefits!Know how to provide a clear transaction receipt with sub s-tan tial information and how to demonstrate commitment to customer satisfaction through fair return, cancellation and refund policies.

DRIVE MERCHANT BUSINESS THROUGH CARD ACCEPTANCE EXCELLENCE

Drive merchant business through Card Acceptance Excellence

Grow your Business in 6 Easy Steps!

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REMEMBER TO• Display Mastercard® Acceptance Marks so they are immediately, clearly

and easily visible to the public or people passing by or from the outside

• Display Mastercard® & Masterpass™ Acceptance Marks on your homepage, landing page and, most importantly, the checkout or payments page

• Display all Mastercard® Acceptance Marks in the same size, frequency and color as the largest other accepted payment marks displayed

• Check out the Mastercard® Brand Center for further detailed information @ https://brand.mastercard.com/brandcenter.html

Clear outside visibility of card acceptance (offline and/or online) and the various acceptance methods (contactless, biometrics, Masterpass™, mobile) will:

• Promote immediate cardholder recognition that electronic payment is welcomed

• Link your shop to one of the most trusted, modern and innovative payment brands in the world

• Reduce any perceived obstacles to pay quickly, efficiently and flexibly

• Demonstrate that electronic payments are clearly welcomed

• Lower barriers to entry for customers without cash• Drive customer perception of modernity & innovation• Improve online checkout page click-through rate

G R OW YO U R B U S I N E SS I N 6 E A S Y S T E PS

Step 1: Outside VisibilitySee page 16 (1.1 & 1.2) for sample marks

PRE- PU RCHASE

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Display Acceptance Marks prominently!• Acceptance Marks must be visible

clearly and easily from outside

• Acceptance Marks must be displayed at parity with all other payment forms and acceptance markings

• Additional Acceptance Marks or signage may be used to include: 1. Decal strips 2. Table signs 3. Money trays 4. Stickers or decals

on dashboard

Display as soon as possible!• Acceptance Marks must be

displayed where payment options are presented (i.e. the checkout page)

• Acceptance Marks should be displayed on the homepage or landing page

• Acceptance Marks must be at parity with all other payment forms and acceptance markings

Display decals on the accepting device• Acceptance Marks must be

displayed on or near a main entrance

• Acceptance Marks must be displayed externally on or near the device

• Acceptance Marks must be at parity with all other payment forms and acceptance markings

Step 1 Quick Guide: Outside Visibility

PRE- PU RCHASE



AT T E N D E D T E R M I N A L S O N L I N E U N AT T E N D E D T E R M I N A L S O R OT H E R D E V I C E S

Visibility at the point of interaction reassures consumers that their preferred payment card is accepted and welcomed and will:

• Reassure the customer of card acceptance• Reduce fumbling for cash and coins• Speed up checkout time, especially with

contactless option• Increase checkout efficiency both in-shop

and online• Increase ticket / purchase size• Make the payment seamless – allows

the focus at POI to be on up-selling

Step 2: Visibility at the Point of Interaction (POI)See page 16 (2.1 & 2.2) for sample marks

REMEMBER TO• Display Mastercard® Acceptance Marks prominently at the point of

interaction (e.g. checkout line, cash register, payment page, ATM, vending machine, etc.)

• Display all Mastercard® Acceptance Marks in the same size, frequency and color as the largest other accepted payment marks displayed

• Ensure the point of interaction is secure, within easy reach and facing the cardholder

• When accepting or offering contactless payments, Mastercard® SecureCode™, or Mastercard® ID, ensure that these are prominently displayed in addition to the Mastercard® Acceptance Marks

PRE- PU RCHASE


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Display Acceptance Marks prominently!• Display Acceptance Marks

prominently on all terminals and cash registers using decals or signs

• Ensure the Contactless symbol is printed directly on top of the terminal or as a decal where the receiving antenna is the strongest

• Ensure the terminal is secured, facing the cardholder and easy to reach (within arm’s length)

• Integrate the card acceptance terminal into the point-of-sale / cash register system

• Use the wording “Contactless Accepted” or equivalent in local language prominently

Display as soon as possible!• Acceptance Marks, including

Masterpass™ & Mastercard® SecureCode™ and Mastercard® ID, if offered, must be displayed where payment options are presented, including the checkout page or where the cardholder selects the payment method

• Acceptance Marks, including SecureCode, should be displayed on the homepage or landing page

• Acceptance Marks must be at parity with all other payment forms, acceptance marks, logos or symbols

• Acceptance Marks must appear just as frequently as other payment forms, acceptance marks, logos or symbols

Display decals on the accepting device• Acceptance Marks must be

displayed on or near a main entrance

• Acceptance Marks must be displayed externally on or near the device

• Acceptance Marks must be at parity with all other payment forms, acceptance marks, logos or symbols

Step 2 Quick Guide: Visibility at the POI

PRE- PU RCHASE




Step 3: Simple and QuickProcedures at the POI

DU RING PU RCHASE

A B B R E V I AT E D – FO R I L L U S T R AT I V E

P U R P OS E S O N LY

Simple and quick card acceptance procedures as well as trained staff will:

• Ensure transparent, intuitive and fast payment• Reflect your high customer service approach

that will also stimulate customer satisfaction and delight

• Give the customer control of their preferred choice of payment application

• Speed up checking out significantly • Ensure the payment process is just as intuitive

as accepting cash, without handling of coins and notes

• Promote customer trust and loyalty

REMEMBER TO• Train staff on the Mastercard® payment types and transaction types your /

website / store accepts and ensure your terminal display and / or web checkout process is intuitive for the cardholder

• Ensure that the transaction does not require any “special” actions from your cashier or the cardholder to initiate a Mastercard® payment

• Ensure the terminal faces the cardholder that they also understand the different cardholder verification methods (e.g. contactless no-CVM limit, PIN entry, signature, mobile device, SecureCode, etc.)

• If you pre-select or prioritize a specific form of payment, your terminal or checkout process must allow the cardholder to easily override your selection


7

TRANSACTION COMPLETE Thank you!

Total EUR XX.XX insert PIN + OK to confirm payment

Please insert your card

or tap here!

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Develop a process requiring no special actions• A cardholder must present a valid

card or contactless payment device (e.g. mobile phone)

• Develop a process that requires no special actions from your cashier or the cardholder to initiate a card or contactless payment

• All payment interfaces should activate simultaneously (e.g. contact & contactless)

• The terminal should face the cardholder and they should insert the card or tap-n-go themselves

• When the terminal successfully completes a transaction, display a completion message for approx. 5 seconds clearly to the cardholder

Ensure checkout process and details are clear• Ensure details of the shopping

cart are clear and you have a separate and secure checkout page

• Ensure there are no unexpected charges, fees or otherwise at checkout as this is a leading cause of online cart abandonment

• Develop an express checkout process

• Use the Card Validation Code (CVC2) and Mastercard® SecureCode™ as cardholder verification methods

The displayed instructions should be intuitive• A cardholder must present a

valid card or contactless payment device (e.g. mobile phone)

• The display should be trans pa-rent, intuitive and offer multiple languages based on the cardholder choice

• If a cardholder verification method is required (e.g. PIN), it should be clear to the cardholder, in the cardholders own language

• The cardholder should be reminded, both visually and audibly, to remove their card, if applicable

DU RING PU RCHASE

Step 3 Quick Guide: Procedures at the POI




Step 4: Terminal & Transaction Processing

Efficient, fast and secure terminal transaction processing will:

• Ensure fast, reliable and secure payment, especially with contactless payments

• Delight the customer by reducing checkout waiting times and avoiding long queues

• Ensure your checkout process or staff can focus on other value adding or cross-selling activities

• Avoid terminal or checkout downtime and multiple retries

• Ensure you get paid quicker• Reduce your payment risk

REMEMBER TO• Ensure your card payment process, equipment and communications use high-

speed and high-availability internet, GPRS or DSL, to allow for completing a Mastercard® contactless transaction in less than 2 seconds; 4 seconds for all other transactions

• Ensure Mastercard® transactions authorize online or offline (if supported) via the card or device’s chip

• Use all available security and cardholder verification methods to minimize fraud and protect cardholder-sensitive data

• Each successfully completed Mastercard® transaction must be submitted within 3 business days after the transaction date. A refund transaction must be submitted within 15 days of the transaction refund date

DU RING PU RCHASE


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Step 4 Quick Guide: Transaction Processing

DU RING PU RCHASE

Develop a process requiring no special actions• Ensure you have a modern and

secure terminal which integrates with your cash register system to avoid unnecessary steps

• The terminal should communicate securely via a dedicated network or at minimum a high speed DSL internet connection

• Allow the cardholder to insert the card or allow for “One-tap” contactless payment

• If you prefer a specific payment type, you must allow a cardholder to override that preference

• Ensure co-badged card transactions are properly identified in all transaction messages

• Use a recognizable merchant name and submit transactions within 3 business days

• Know contactless CVM limits for country

Ensure online security and do not discriminate payment types• Transactions originating from

e-commerce as well as co-badged cards must be properly identified and the payment page secured

• The transaction date for an online transaction is the date the goods are shipped and not the date the goods are ordered

• Use alternative authentication methods to identify and verify a cardholder, such as: 1. Mastercard® SecureCode™ 2. Cardholder Verification Value 2 3. Address verification, if offered

• If you offer currency conversion services, you must allow the cardholder to decide on the Transaction currency

• Ensure no discrimination of payment types

Terminal instructions should be intuitive• Transactions occurring at

unattended terminals must be identified as Cardholder Activated Terminal or “CAT” transactions

• Unattended terminals must, at a minimum, be able to communicate to the cardholder if: 1. There is an invalid transaction 2. The terminal cannot communicate 3. There is an invalid PIN, if supported 4. Capture a card, if supported

• Certain acceptance environments do not require cardholder verification below certain amounts: 1. Tollways < 50 EUR or equivalent 2. Parking lots < 50 EUR or equivalent 3. Transit & vending machines < 25 EUR or equivalent




REMEMBER TO• Provide a receipt automatically to the cardholder, including for refunds, unless the

cardholder declines to receive one. For a contactless transaction < CVM amount, no receipt is required unless requested

• Include all products and services, or cash disbursed, in the same transaction on a single receipt. If you produce a receipt following an unsuccessful transaction, the receipt must include the response or reason for failure

• Print specific terms governing a transaction on the receipt or display signs or other literature prior to the cardholder completing the transaction

• DO NOT include a full card number; the card expiration date; any part of the PIN; or any part of the card validation code on the receipt

Step 5: Transaction Receipts

Transaction receipts provide transparency and accuracy and will:

• Provide a clear record of the purchase to include date and an agreed authorization amount

• Allow mentioning for any specific terms or conditions covering the purchase

• Ensure no additional surcharges or frivolous amounts were included which may lead to future disputes

• Allow for possible further communication and follow-up by the customer if requested

• Provide the customer with merchant and acquirer contact information

AFTE R PU RCHASE


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Provide a clear transaction receiptThe following must be included: • Merchant “Doing business as” name,

city, state/province & country

• The transaction type (sale, cash disbursement or refund) and a truncated PAN or account number

• A description and price of all products and services, including applicable taxes in sufficient detail

• The transaction amount (in a dual cur rency environment, the transaction currency must be identified on the receipt; in all other environments, stating the transaction currency symbol is recommended)

• The authorization approval code or multiple codes if applicable, including amounts

• For a chip transaction, the applica -tion label and, at the acquirer’s dis-cretion, the transaction certi fi cate

• For unique Mastercard® trans ac-tions, a description of the cardholder identity document and address

• Adequate space for customer signa ture, if applicable, otherwise, indication of a successful PIN or consumer device CVM

Provide a printable receipt page or send receipt electronically• A printable receipt page must

be displayed after the cardholder confirms the purchase

• A receipt may also be sent via email or other electronic means

• A receipt may also be included with the delivery of goods

• Any specific terms governing an online transaction must be accepted by the cardholder prior to submitting the transaction (e.g. by checking a box or clicking a “Submit” button for the acceptance of any such terms and conditions

Provide a clear transaction receiptAll of the following information must be included on a transaction receipt: • Identification of the acquirer and

the ATM or terminal location

• The transaction amount (in a dual currency environment, the trans-action currency must be identified on the receipt; in all other environments stating the transaction currency symbol is recommended)

• The transaction time and date, the truncated primary account number (PAN), the transaction type (sale or cash disbursement) and the trans-action sequence number

• An electronic recording of the magnetic stripe-read or chip-read card data

• For a chip transaction, the appli cation label and, at the acquirer’s discretion, the transaction certi ficate

• For merchandise transactions only, a statement that the transaction was for the purchase of products or services

• An ATM or PIN-based in- branch terminal must clearly describe, by receipt, screen information, or both, the action taken by the issuer (approved or rejected)

Step 5 Quick Guide: Receipts

AFTE R PU RCHASE




REMEMBER TO• Ensure you have transparent, clear and fair terms & conditions for returning

products, cancellation of services and providing refunds to cardholders

• Impose more specific terms and conditions to govern a specific transaction so long as these are clearly stated and accepted by the cardholder prior to completion of the transaction

• Disclose all terms and conditions prominently and clearly via signage, literature, “Submit” or “Accept” buttons or on a transaction receipt so that a reasonable person is aware of and understands same prior to completion

• Accept the return of products or cancellation of services unless specific disclosure was provided at the time of the transaction

Step 6: Returns, Cancellations & Refunds

Clear return, cancellation and refund policies highlight additional benefits for accepting card payments and will:

• Demonstrate commitment to customer satisfaction through clarity, disclosure and fairness

• Highlight how easy it is to do business with you• Ensure for repeat business and ongoing customer

loyalty• Demonstrate transparency of the conditions of

the purchase• Offer fair remedy if the customer is not satisfied

AFTE R PU RCHASE


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Disclose terms prior to transaction completion• Use signs or literature close to

the point of interaction which are prominent and clear to a reasonable person to read and understand in the local language and English

• Disclose and specific transaction terms prior to completing the purchase. specific terms may include exchange only, in-store credit only, original packaging required

• Other terms may include matters such as delivery, delivery charges, insurance or guarantees

• Refunds or partial refunds must not exceed the original transaction amount, require refunding the amount to the original card and should require the original receipt

• If the original card is not available, an additional return policy needs to cover this

Clearly state and accept all terms and conditions• Terms and conditions must be

accepted by the cardholder prior to completing the transaction

• Provide an additional returns, cancel lation and refunds webpage, including contact details, to cardholders

• Other terms that may include matters such as delivery, delivery charges, insurance or guarantees must be clearly stated

• Delivery dates and times should be clearly stated and agreed with the cardholder

• Except for deposits, full payment may not be debited until the products or goods have been dispatched to the cardholder or the services have been delivered

• In a card-not-present environment, an original card is not required

Use appropriate signage or screen messages• Use appropriate signage or screen

messages to inform cardholders of any specific terms related to the transaction or if the transaction was not successful

• Post a hotline or other contact information in the event of a complaint, services not rendered, products not received or the equipment being defective

• Number the device for reference purposes and include in the transaction statement message

• If the device is online, it should allow for cancellation, reversals or refunds immediately, if applicable

Step 6 Quick Guide: Returns, Cancellations & Refunds


AFTE R PU RCHASE



GROW YOUR BUSINESS IN 6 EASY STEPS


1.1 Outside VisibilityPromoting Immediate Cardholder Recognition

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* Mastercard ID replacing Mastercard SecureCode by 2019See: https://brand.mastercard.com/brandcenter.html

Outside visibilityAcceptance Marks

Outside visibility Contactless POI acceptance

Outside visibilityPOI unattended contactless

Contactless acceptance Digital

1.2 Outside Visibility Online Home Page, Product Landing Page or Checkout Payment PagePromoting Immediate Cardholder Recognition

Other Mark Other Mark

Other Mark

Other Mark

Acceptance button

Acceptance MarksHomepage / payment options page

Acceptance MarksMastercard® SecureCode™*

Acceptance, including Mastercard® ID*

GROW YOUR BUSINESS IN 6 EASY STEPS

Please contact [email protected] for further information© 2017 Mastercard International Incorporated. All Rights Reserved.

2.1 Point of Interaction Acceptance MarksCard Present Acceptance Marks

Acceptance MarksPOI External visibility (e.g. Taxi)

Contactless acceptancePOI

Contactless acceptanceDigital

Acceptance MarksHomepage / payment options page

Acceptance, including Mastercard® SecureCode™

Acceptance, including Mastercard® ID*

ID Check

ID Check

Check For A New Text Message That Includes aPasswort For This Purchase

My Online Marketplace

Payment Information

Please check your mobile device for aone time use passcode

PAY NOW

Send passcodeOne-time passcode:

Pay with Credit or Debit Card

Card Number

Valid through

xxxx xxxx xxxx 3456 123

LVV Number

Home Shop

Merchant:Amount:Date:Card number:Mobile number:Enter One Time Passwordfrom Text Message Here:

Resend message to Mobile

Cancel Resend code to mobile

Help

ABC Merchant10.00 USD12/05/2015xxxx xxxx xxxx 0052xxx-xxx-1962

BANK LOGO

BANK LOGO

04 2014

© 2017 Mastercard incorporated. All rights reserved

Enter your SecureCodePlease enter your SecureCode™ in the field below to confirmyour identity for this purchase. This information is not sharedwith the merchant.

MerchantAmountDateCard NumberPersonal GreetingSecureCode

Mirage Golf Pro209.9902/06/2017XXXX XXXX XXXX 1100Hello John Q. Smith

Submit

2.2 Point of Interaction Acceptance Marks Home Page, Product Landing Page or Checkout Payment Page

Checkout button

See: https://brand.mastercard.com/brandcenter.html * Mastercard ID replacing Mastercard SecureCode by 2019

16

Please contact [email protected] for further information© 2017 Mastercard International Incorporated. All Rights Reserved.

This document contains the proprietary and confidential information of Mastercard Europe SA (“Mastercard”) and the information provi ded herein is strictly confiden-tial. It is intended to be used internally within your organization and by receiving this information you agree that, except with the prior written permission of Master-card, such information shall not be used for any unauthorized purpose and shall not be published or disclosed to third parties, in whole or part. Mastercard will not be responsible for any action you take as a result of this presen tation, or any inaccura-cies, inconsistencies, formatting errors, or omissions in this presentation. Master-card makes no representations or warranties, express or implied, as to the accuracy or completeness of the information contained herein, and Mastercard will not have any liability to you or any other person resulting from the use of such information by you or any of your representatives. This guide is not a replacement for the then current Mastercard Rules and regulations.

drive merchant business through card acceptance excellence€¦ · 1. decal strips 2. table signs...

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