Chip and PIN Programme. Using chip and PIN

Transcription

1 Chip and PIN Programme Using chip and PIN

2 Introduction This material is designed to train retail staff on using chip and PIN. This presentation is in PDF format, however if you would like to extract slides relevant to your organisation to insert into your own training documents, please contact the Chip and PIN Programme:

3 What is chip and PIN?

4 A more secure way to pay By 2005, how we use plastic cards will change. A new system called chip and PIN will help safeguard our cards from fraud. Instead of signing, you tap in a four digit number. Chip and PIN applies to both debit and credit card transactions.

5 Why do we need chip and PIN? There is more than 1 million of card fraud a day, and a fraudulent transaction occurs every 8 seconds Fraud on lost and stolen cards amounted to 106 million in 2003 Chip and PIN will significantly reduce this type of fraud as criminals will be less able to use a stolen card in a face-to-face transaction From 1 January 2005, if a fraudulent transaction is committed using a chip and PIN card which could have been prevented by using chip and PIN payment terminal, it will no longer be the banks but the retailer who is liable for the costs

6 Why do we need chip and PIN? Chip and PIN is a more secure environment for transactions than existing signature method The chip proves the card is authentic and the PIN confirms that the presenter is the genuine card holder

7 Using chip and PIN

8 How does chip and PIN work? Chip and PIN is very similar to the current processes used for card transactions Follow the prompts The POS terminals you use provide step-by-step instructions to complete a transaction

9 How to use chip and PIN In most cases the customer will hand the card to you, but there may be instances where customers insert the card themselves. To handle a chip and PIN transaction: Display transaction total Insert the chip and PIN card into the reader Once the card is verified, ask the customer to enter their PIN and follow prompts on the screen Payment is processed Remove the card from the reader Issue receipt and return card to customer

10 Helping customers with chip and PIN

11 Helping customers use chip and PIN Customers must enter their own PIN Be prepared to show customers how to enter their PIN. If they ask you to do it for them, decline. You must explain that this is not secure and remind them not to reveal their PIN to anyone Be patient - customers using chip and PIN for the first time may need reassurance Research shows that once customers have tried using chip and PIN they find it as easy as signing. Encouraging customers to use their PIN sooner rather than later creates a real security benefit for all customers

12 Unknown or forgotten PIN Remind customers that their PIN may be the same as the one that they use at a cash machine PINs can be changed at most cash machines to something more memorable Customers need to contact their card issuer who will issue a new PIN If the customer says they can t remember their PIN, pay particular attention to the card and signature

13 Locked PIN If the customer enters the wrong PIN three times in a row, the card will become temporarily unusable The terminal prompt will tell you whether payment on this card can be made using signature or whether the customer needs to give you a different method of payment Advise customers that they can unlock their PIN: By contacting their card issuer. Contact numbers are on the back of most cards or on statements At most cash machines which have an unlock PIN facility

14 Declined transactions Procedures for declined transactions remain the same Where the card is declined, always ask for an alternative method of payment

15 Chip and PIN & Accessibility Be aware of accessibility issues relating to chip and PIN The Disability Discrimination Act 1995 (DDA) makes it unlawful to discriminate against a person on the grounds of a disability. The DDA applies to all service providers and includes training staff in understanding and respecting the needs of disabled customers Make sure the PIN pad can easily be reached by all customers, including those in wheelchairs Follow the terminal prompts - some cardholders may have chip and signature cards Remind disabled customers of procedures to keep their card safe and their PIN secure: Encourage or help the customer to pick up their PIN pad (from the cradle if appropriate) Suggest that they shield the PIN pad from other customers

16 Top tips from Retailers Retail staff have found that asking Please enter your PIN is more effective to encourage customers to use chip and PIN than if they were asked Do you know your PIN? Staff at Point-of-Sale are in an ideal position to reassure customers that it s much safer to use PIN than signature. "If you have a PIN card, you should always use your PIN - it's much safer Further information and guidance is available on the chip and PIN website - The chip and PIN website has useful publications for retail staff, including: Customer leaflet with information for cardholders Chip and PIN Top tips for staff leaflet Chip and PIN Point-of-Sale display material Frequently asked questions with easy-to-follow answers for staff