FAQs

• What was PIN Day?
• What is the current position?
• How can I encourage customers to use their PIN?
• What if the customer insists I allow by-pass?
• If the customer hasn’t got a Chip and PIN card will the cashier be able to accept it?
• Who enters the PIN?
• What if the cardholder has difficulty using the PIN?
• Will a PIN transaction take longer?
• Do I hand the cardholder a receipt for a PIN transaction?
• How do I refund a PIN transaction?
• Will PIN mean I get less referrals?
• Who should I call if I have any further questions or a problem?
• I wish to take a Cardholder Not Present (CNP) transaction, what do I do regarding Chip & PIN?

• What was PIN Day? 
• PIN Day was 14th February 2006. This was the last day on which all issuing banks would support a transaction where the PIN option was avoided on a capable card and terminal.

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• What is the current position? 
• Just one by-pass request in a thousand is still approved by the card issuer and most banks will decline all such requests.

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• How can I encourage customers to use their PIN? 
• • Always invite customers to ‘enter their PIN’, when prompted. Do not ask them if they ‘know their PIN’ as this will give them an opportunity to opt out of PIN entry
  • Ensure the PIN pad is suitably positioned to enable all customers to enter their PIN easily and securely. Most PIN pads can be picked up, swivelled or titled and you should assist customers with this, if appropriate, to help them to enter their PIN in comfort and privacy. Special attention should be given to disabled customers, for example wheelchair users.

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• What if the customer insists I allow by-pass? 
• If the customer insists that you allow PIN by-pass, select the over-ride as at present. However the transaction is likely to be declined by the Issuer and you will need another means of payment.
  
  

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• If the customer hasn’t got a Chip and PIN card will the cashier be able to accept it? 
• There will be instance where cardholders do not have a Chip and PIN card, and where a signature will still be accepted.
  
  Some disabled customers, for example, may still be using Chip and signature cards.
  
  Customers from countries that have yet to upgrade to Chip and PIN may not have a Chip and PIN enabled card. Magnetic stripe only cards should be swiped as normal.
  
  Any customer using a non Chip and PIN card will automatically be prompted by the terminal to give their signature. Remember, as always, you need to undertake the usual security checks so that you are protected from any liability for fraud.

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• Who enters the PIN? 
• The cardholder must always enter the PIN. You must never ask the cardholder for their PIN, nor should the cardholder disclose this number to you.

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• What if the cardholder has difficulty using the PIN? 
• The cardholder should be advised to contact their Card Issuer directly for assistance.

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• Will a PIN transaction take longer? 
• No, it should take slightly less time overall, than the cardholder signing a receipt and the signature being verified.

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• Do I hand the cardholder a receipt for a PIN transaction? 
• As with current procedures, you should give the cardholder the receipt which will say ‘PIN Verified’ in place of a signature.

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• How do I refund a PIN transaction? 
• Follow current procedures but as with sales, the cardholder will be prompted to enter their PIN.
  
  

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• Will PIN mean I get less referrals? 
• Not necessarily, the referral process will remain unchanged. If your terminal requests a referral then you must still ring the Authorisation Centre for an authorisation code. Please note: an authorisation code is not the same as a PIN.

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• Who should I call if I have any further questions or a problem? 
• First check the appropriate section of your Merchant Operating Instructions and Terminal User Guide. If you still require further advice, contact your usual Helpdesk number.

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• I wish to take a Cardholder Not Present (CNP) transaction, what do I do regarding Chip & PIN? 
• The Chip & PIN process only relates to Cardholder Present transactions. Process your CNP transaction in the normal way.

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