Frequently Asked Questions

Transcription

1 Frequently Asked Questions What are we doing? By using the latest in contactless technology, we have developed a new and exciting way to donate that is as quick and easy as putting money in a bucket. The contactless donation terminals themselves We have worked closely with a number of partners to develop the terminals and they have been designed to last all day, be comfortable to hold and quick and easy to use. Each terminal can be set up to accept donations between from any contactless Visa or MasterCard debit/credit card. Donations can also be accepted through Apple Pay, Samsung and Android Pay, as long as the donor s bank account is linked to a Visa or MasterCard debit/credit card. We will only be able to accept donations from Visa and MasterCard because these are the only card schemes that have approved the terminals so far. The donations can be set at a fixed amount, e.g This also means that you don t have to worry about setting up different payment amounts. FAQs 1. How do I turn the terminal on and off? There is a black on/off switch at the back of the terminal. Simply flick the switch to the on position and the terminal will be ready to accept donations. The terminals are designed to be left on all day. 2. How do I set up a donation? There is no need to set up the donation amount at the point a cardholder wants to donate; the terminals are programmed to accept set donations between You pre-set this on the Terminal Management System (TMS). 1

2 3. Where should the donor hold their card on the terminal? On the face of each terminal you can see the payment screen and underneath this is the contactless symbol. The donor needs to hold or tap their card on this symbol until the terminal registers the presence of the card. This shouldn t take longer than a few seconds. 4. How does contactless work? If there s a contactless symbol on the front of your credit or debit card, you can start paying with contactless right away. There is no need to register to use the functionality. You can make a contactless payment at any retailer that displays the contactless acceptance symbol. Lots of retailers already accept contactless payments, such as Pret, Tesco, London Buses & Underground, McDonald s and Marks & Spencer Food. Just touch your contactless card to the contactless reader and hold until you hear the beep and the display confirms your transaction has been successful. You can pay for anything that s up to Payments are protected by card companies so supporters can give safe in the knowledge that their donation is secure. 5. How long will a donation take? Each donation should take only a couple of seconds to go through. However, if the signal is poor, it could take up to 5 seconds. 6. How will I know the donation is completed? On the face of the unit, underneath the Payter logo, there are a row of 4 lights. These will all light up once the donation is complete. The terminal will also beep and there will be a notification on the screen that confirms that the donation has been accepted. Once the donation is complete, the supporter can remove their card. 7. Where does the money go? All donations go to the charity who has registered to have the device. 2

3 8. How long does the battery last? The terminals are designed to last for 8 hours, but depending on the number of transactions they are used for, they may last longer. 9. Can I recharge the terminal? Yes, there is a charging port on the back of the device, next to the on/off switch. 10. Do all payment cards work with the terminal? No, the terminals are currently only able to accept donations from all Visa and MasterCard debit or credit cards. They will also accept donations through Apple/Android Pay, so long as the Apple/Android Pay account is linked to a Visa or MasterCard debit or credit card. 11. Why don t some payment cards work with the terminal? So far, Visa and MasterCard are the only card schemes which have approved the contactless donation terminals. 12. What do I do if somebody would like to donate less than 1.00 and more than 30.00? The donation terminal is pre-set with a value between If a donor would like to give less, they can do so with cash. If a donor would like to give more, they can tap their contactless payment card again on the contactless symbol again (ensuring there is at least 30 seconds between taps) or they can give more in cash. Alternatively, we can provide you with a standard debit and credit card machine in addition to the contactless box which will enable you to take larger value donations. 13. Can a supporter add gift aid to their donation? No supporter data is captured during a contactless transaction, and the charity have no further opportunity to capture supporter data in this instance. For this reason, gift aid cannot be added to a transaction. The idea behind these terminals is that supporters can still donate if they don t have any cash or prefer to donate via contactless, and so, as with traditional bucket collections, we won t take any personal data from the donor. 14. Do the terminals provide receipts? No, receipts are not required for contactless payments and the same is true when taking contactless donation. The same applies to donations collected in buckets, we aren t required or expected to provide a receipt. 15. What happens if someone presents their card twice by mistake? Could they get charged twice? When the terminals detect a card presence, it s very obvious, so it will be difficult to double-tap and donate twice by accident. Accidental taps done very closely together won t be accepted by the 3

4 terminal. What s more, most banks have rules in place to protect against this, so should the card be presented twice by mistake, it is likely that the second donation will be blocked by the supporter s bank. If this happens, please advise the donor to check with their bank. 16. Are we able to refund donations on the day? No, refunds will not be possible on the day for security reasons. In the same way that collection buckets are sealed, volunteers aren t able to authorise refunds. 17. If a supporter does need a refund, how do we do this? In the unlikely event that a supporter needs to be refunded, take their contact details and notify the person leading your collection, who will then pass these details onto head office, where somebody will get in touch with the donor as soon as possible. 18. Why has the donor s contactless donation been declined? If the contactless donation is declined, this could be because the supporter has insufficient funds in their bank account or has reached their credit limit on their credit card. It is also possible that they have reached their maximum number of contactless payments for that day, although this happens very rarely. 19. How does this contactless donation work and is it secure? A contactless donation works in the same way as any other contactless payment, protected by the same secure connections that Visa and MasterCard use to protect payments. 20. What s so innovative about contactless donations? Our contactless donation terminals provide a small, lightweight solution to modern day giving that s as close to cash as you can get. The contactless donation process isn t any different to a contactless payment; what s special is the scenario in which it s being used. 21. Why don t the terminals accept Chip & PIN? The contactless donation terminals don t accept Chip & PIN because we want the contactless donation journey to be as quick and easy as donating with cash. 22. Will the Charity receive my personal data? No, no data at all is transferred during the contactless donation. 23. How will the donation appear on my bank statement? Typically, the name of the charity will appear on paper or online statements within the transaction description, however, this may be different. You can confirm the billing descriptor with the charity directly. 4

5 24. What if I don t have signal when taking a donation? You can still accept transactions even when the device doesn t have signal. The device will capture the card data and will store this until you are back in an area with signal. When the device has picked up signal it will push these transactions through to the acquirer for processing. This is called a Deferred Authorisation. 5