Development and Training

Start Accepting MasterCard® Contactless

Development and Training

In this section, you’ll find the information you need to develop a deployment schedule, create training materials, and make the software coding changes needed to help ensure MasterCard® contactless functionality.

Develop Deployment Schedule

Your deployment schedule-for a pilot, roll-out, and subsequent installations-should take the following considerations into account.

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Train Employees

Training is one of the most critical aspects of MasterCard contactless implementation.

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Review Required Software Code Changes

A critical element of the MasterCard contactless development and implementation process is making appropriate software coding changes, so contactless transactions can be differentiated from magnetic stripe transactions.

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Develop Deployment Schedule

Your deployment schedule-for a pilot, roll-out, and subsequent installations-should take the following considerations into account:

Locations

Select locations and determine the order in which installations will take place.

  • Are your sites concentrated in one area of the city or one region of the country?
  • Does it make sense to install only in certain cities or regions?
  • Does it make sense to roll certain sites out first (e.g., higher-volume locations)?

Decide where to pilot MasterCard contactless:

  • Consider locations you use to test similar initiatives.
  • Select two to four locations that generate high traffic.
  • Select at least one pilot location close to the corporate location so that you, your project managers, or other key implementation personnel can easily go on-site to oversee the hardware installation and cashier training-and monitor progress over time.

Decide who will install the equipment.

  • Will it be the store manager at each location?
  • Will you hire a corporate vendor to install the equipment or ask your hardware manufacturer to hire a third-party installer?

Timing

Optimize the timing of your pilot and rollout. Key questions include:

  • What’s the projected start date of your hardware pilot and rollout?
  • Will the pilot or rollout timing conflict with other hardware or software upgrades?
  • Does the pilot or rollout coincide with a holiday or other high-traffic time of the year?
  • Have you considered scheduling installations to take place overnight or during off hours?
  • How many sites can you deploy in a given timeframe?

Testing

Identify how testing will occur throughout the pilot and rollout process. Key questions are:

  • How comprehensive a test will you require?
  • Will you provide test cards to installers and/or each store and have them perform a transaction to confirm that installation was successful? Alternatively, will you provide live production contactless cards and test scripts for installers or store managers so that you can test a variety of activity (e.g., swipe and tap transactions, credit and debit transactions, refunds, voids)?

For more information, please visit the Testing section.

Train Employees

Training is one of the most critical aspects of MasterCard contactless implementation. It is extremely important for your cashiers and other staff to understand the differences between contactless and traditional cards, both the way consumers use a contactless card or device and the way payments are processed. Here are some of the key points that should be covered when training employees on the features and benefits of MasterCard contactless:

Project ManagerVariety of Forms

MasterCard contactless is available to consumers in a variety of forms and shapes, including cards, fobs, phones, and mobile tags.

Identification

There may be limited identification on a contactless device. Because the cashier won’t actually handle the device, on-device identification is not as important as it is for traditional card products. In fact, a cashier may only discover that a transaction is a MasterCard contactless transaction when the card or device is tapped rather than swiped.

Signature

The contactless form factor may not have a signature panel on it, so it is important to have procedures in place for transactions that require a signature.

  • For purchase amounts less than $50, a signature is not required for MasterCard contactless transactions.
  • For MasterCard contactless transactions above the $50 limit, normal cardholder verification and receipt printing procedures apply. Therefore, if an alternate form factor is presented for payment, another form of signature identity should be presented.

MasterCard recommends that training materials be developed and available for each of the following:

  • In-store staff
  • Internal help desk or support staff
  • Acquirers’ help desks. (Acquirers’ staff should be aware of the type of equipment installed at each location so they can support the diagnosis and resolution of any problems that arise.)

Signage

The most effective merchants display POS collateral (e.g., door decals, signage) that lets customers know MasterCard contactless is accepted. Consider also including information about MasterCard contactless acceptance in your marketing and advertising materials. This will help to build awareness of contactless, encourage use, and strengthen customer satisfaction.

Key Reminders

Employee education has a direct and positive impact on the success of your MasterCard contactless program. So it pays to follow these best practices:

Create a training program for employees and store managers:

  • Keep the program up to date
  • Take advantage of available materials from MasterCard (e.g., training video, layby card, FAQ, troubleshooting guides)

Communicate the benefits of MasterCard contactless to your customers:

  • Create point-of-purchase materials to inform your customers that you welcome MasterCard contactless; Include graphics that show the consumer how to use a contactless device
  • Make your employees advocates of MasterCard contactless, and implement strategies that will encourage them to continually educate customers

Conduct refresher training. While it is important to do initial training on MasterCard contactless, refresher training can be just as valuable. If your business experiences a great deal of turnover, refresher training is even more critical.

Click to download the following training resources:

Review Required Software Code Changes

A critical element of the MasterCard contactless development and implementation process is making appropriate software coding changes, so contactless transactions can be differentiated from magnetic stripe transactions.

Transaction Coding

In order to manage risk and properly track MasterCard contactless usage, acquirers and processors need to be able to identify contactless transactions and monitor contactless terminal capability. This identification is accomplished through coding of Data Elements within authorization request and clearing messages. Once identified via coding, MasterCard contactless transactions are considered Data Element, or DE, compliant. DE compliance allows merchants, acquirers, MasterCard, and issuers to:

  • Identify and prevent payment fraud
  • Monitor usage of MasterCard contactless cards, devices, and terminals
  • Track contactless terminal capabilities (where contactless terminals are deployed)
  • Manage chargeback processing associated with MasterCard contactless transactions
  • Help measure return on investment

New values have been identified for certain existing data elements in the MasterCard-defined authorization and clearing records. Payment terminals and all intervening systems and messages must be able to identify the “Point of Service Entry Mode’ and “Point of Service Terminal Input Capabilities’ to allow these new values to be populated. Following are the affected data elements and the new MasterCard contactless values:

Data Element Sub Element System Values
22
(POS Entry Mode)
1
(card data input capability
Authorization

07: PAN auto-entry via contactless M/Chip

91: Primary Account Number (PAN) auto-entry via contactless Magstripe

61
(POS Data)
11
(POS card data terminal input capability)
Authorization

3: Contactless M/Chip

4: Contactless Magstripe

22
(POS Entry Mode)

1
(card data input capability)
Clearing

A: Terminal supports PAN auto-entry via contactless Magstripe

M: Terminal supports PAN auto-entry via contactless M/Chip

22
(POS Entry Mode)

7
(card data input mode)
Clearing

A: PAN auto-entry via contactless Magstripe

M: PAN auto-entry via contactless M/Chip

Note Terminal capability (DE61) must be accurately indicated, regardless of whether the card was tapped or swiped.

Chargebacks

MasterCard contactless provides a new, faster, and more convenient entry mechanism for account details than that provided by traditional cards. Although the entry mode is new, transaction liability remains the same as when a payment is made with a magnetic stripe card. Chargeback protection is still available. Please note the following:

  • Magnetic stripe chargeback rules apply, except that MasterCard has enabled “No signature required” for MasterCard contactless transactions $50 and under
  • QPS rules supersede MasterCard contactless rules
  • A properly identified** MasterCard contactless transaction equal to or less than US $50 is protected against chargebacks under the following reason codes:
    • 4837-No Cardholder Authorization (for these messages, the transaction must be properly authorized to qualify for chargeback protection)
    • 4802-Requested/Required Information illegible or missing
    • 4801-Requested Transaction Data Not Received

**A properly identified MasterCard contactless transaction occurs when DE 22, subfield 1 contained a value of 91 (PAN auto-entry via contactless magnetic stripe) and DE 61, subfield 11 contained a value of 4 (Contactless Magnetic Stripe) in the Authorization Response/0110 message and DE 22, subfield 1 contained a value of A (PAN auto-entry via contactless Magstripe) and subfield 7, contained a value of A (PAN auto-entry via contactless Magstripe) in the First Presentment/1240 message.

Note

It is important to keep this coding in mind as you make other POS software changes in the future-whether they are changes to MasterCard contactless software or to any other POS software. When you make changes to software, always be sure to retest MasterCard contactless acceptance to help ensure contactless transactions are properly identified in authorization and clearing messages.