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 PayPass 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 PayPass implementation.
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Review Required Software Code Changes
A critical element of the PayPass development and implementation process is making appropriate software coding changes, so PayPass transactions can be differentiated from a 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:
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 PayPass:
- 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?
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?
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.
Identify the training tools and processes that will be provided to each store as MasterCard PayPass is deployed. To optimize training outcomes, consider:
- Developing contactless training information and for inclusion in your standard cashier training handout.
- Creating quick-reference lay-by cards for placement next to your register(s).
For more information, please visit Train Employees.
Train Employees
Training is one of the most critical aspects of PayPass implementation. It is extremely important for your cashiers and other staff to understand the differences between PayPass and traditional cards, both the way consumers use a PayPass card or device and the way payments are processed. Here are some of the key points that should be covered when training employees on PayPass features and benefits:
PayPass is available to consumers in a variety of forms and shapes, including cards, fobs, phones, and mobile tags.
There may be limited PayPass identification on a PayPass 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 PayPass transaction when the card is tapped rather than swiped.
The PayPass 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 PayPass transactions.
- For PayPass transactions above the $50 limit, normal cardholder verification and receipt printing procedures apply. Therefore, if an alternate form factor is presented for payment, the accompanying companion card for the PayPass device or some other 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.)
The most effective merchants display POS collateral (e.g., door decals, signage) that lets customers know MasterCard PayPass is accepted. Consider also including information about PayPass acceptance in your marketing and advertising materials. This will help to build awareness of PayPass, encourage use, and strengthen customer satisfaction. You may contact your acquirer to request POS.
Employee education has a direct and positive impact on the success of your PayPass 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 PayPass to your customers:
- Create point-of-purchase materials to inform your customers that you welcome MasterCard PayPass; include graphics that show the consumer how to use a PayPass device
- Make your employees advocates of MasterCard PayPass, and implement strategies that will encourage them to continually educate customers
Conduct refresher training. While it is important to do initial training on PayPass, 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 PayPass development and implementation process is making appropriate software coding changes, so PayPass transactions can be differentiated from magnetic stripe transactions.
In order to manage risk and properly track PayPass usage, acquirers and processors need to be able to identify PayPass transactions and monitor PayPass terminal capability. This identification is accomplished through coding of Data Elements within authorization request and clearing messages. Once identified via coding, PayPass 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 PayPass cards, devices, and terminals
- Track PayPass terminal capabilities (where PayPass terminals are deployed)
- Manage chargeback processing associated with PayPass 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 PayPass 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 |
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 |
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.
PayPass 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 PayPass transactions $50 and under
- QPS rules supersede PayPass rules
- A properly identified** PayPass 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 PayPass 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 PayPass software or to any other POS software. When you make changes to software, always be sure to retest PayPass acceptance and help ensure PayPass transactions are properly identified in authorization and clearing messages.
