Troubleshooting
Most payments will be straightforward, but
here we answer some frequently asked questions about accepting Visa
cards.
What if...?
…the card does not have a chip
Not all customers have chip cards. For example, customers from
other countries or those awaiting their chip cards.
You must still accept these cards.
Simply swipe the magnetic stripe through the terminal. Follow
the instructions on the terminal screen. More
on card handling procedures
…the card has a chip, but the terminal does
not ask for a PIN
Not all chip cards require a PIN. Many still require a signature
- it depends how they are set up. You must still accept these
cards.
Simply follow the prompts on the terminal.
Staff do not need to guess whether the card is a chip card, or
requires a PIN or signature. The terminal will prompt for what is
required – it is just as smart as the card.
…the terminal asks for a PIN, but the customer
cannot remember their PIN
Make sure you understand the policy of your store and your
acquiring bank on accepting such payments.
You also have the option to ask the customer for another form of
payment.
…the card is not working
This could be due to a fault with either the card or the
terminal. Either way, you may still have the option to complete the
sale using the magnetic stripe.
Make sure you understand the policy of your store and your
acquiring bank on accepting such payments.
You also have the option to ask the customer for another form of
payment.
…the card is declined
There are number of reasons why a card may be declined.
The card my have been reported lost or stolen. There may be
insufficient funds in the account. Or the card may not be used for
a particular payment.
If the card is declined, return it to the cardholder, unless the
terminal specifically prompts you to retain it.
You also have the option to ask the customer for another form of
payment.
More information
Contact your acquiring bank to find out more about accepting chip
cards.