Watch out for this.
A customer makes a purchase totalling more than $100. They say they want to pay part cash and part credit card. They give you the card first for the majority of the purchase value, but under the tap and go limit. They then cleverly bamboozle the staff member and no cash changes hands. They leave. The credit card proves to be stolen and you didn’t get the cash.
This is a scam doing the rounds this week.
My policy position is – for any card purchase over $10.00 require a PIN. Yes there will be complaints. They are better than the cost of fraud.
I still do not have tap and go , I have the old school tyro setup . Speaking of tyro ,has anyone else noticed the screen is different depending on which type of card is used eg ANZ <NAB ETC . The chq ,sav credit screen is different I have only noticed this since Monday
Shaun given fraud instances I have heard about I suspect you are currently better off without it.
I have noticed ShaunS but I am with Suncorp. Different bank cards bring up different settings on the terminal, weird!!
I have my staff trained now to hold the card until the transaction is complete and then it’s handed back with the receipt. We had a transaction timeout on paypass that nearly cost us, thankfully I knew the customer and they fixed it up the next day.
Shauns, I have noticed it too. I think that it is pushing customers towards debit card use rather than cheque or savings. I have noticed most customers just press OK at that screen.
I am also using an old tyro terminal, (not for lack of trying, on 2 occasions I have tried to speak to someone at tyro about upgrading, but first attempt never got a call back and second attempt, the person at tyro really had no idea what he was talking about, so I gave up)
whilst as far as I’m aware our funds are guaranteed even if a stolen card is used, I have heard of businesses constantly getting requested for CCTV footage by police, and that is the extra work that I don’t need.
I have never lost a sale because of not having tap and go, and I feel its keeping my merchant fees down because most people tend to push savings or cheque because they can’t tap.
Mark
How do you enforce the PIN for amounts over $10? If customers paywave it’s going to go straight through for amounts under $100 no matter what. I also expect customers would find it a little strange that your limits $10 or you have to insert the card and PIN it while everyone elses is $100.
I’m not a fan of Paywave but VISA/Mastercard cover any fraud so why would I concern myself with it?
I have Suncorp Paywave enabled terminals, however I contacted their help desk to get the tap-n-go feature turned off because of fraud issues. Customers are in the habit of telling us to just tap their card and a few raise their eyebrow when we say we don’t do paywave.
To those that seem surprised, we all say we have turned paywave off as a protection for our customers, so that in the event of their card being stolen or lost it cannot be used with us.
We get several suspected (known) stolen cards each week where the actions of the user make it obvious it is not their card – ie they wont let us touch or look at the card, only they want to tap it, or they are one of the many suspected chronic drug users in our community coming in to buy $90 of instants.
Once we explain this – albeit briefly – the customers actually appreciate it and, despite having just asked to use paywave, tell us how much they don’t like it and the security concerns they have around it.
The only sales we have lost to not having paywave are to those who don’t own the cards anyway, and I dont have the issues any longer of providing video footage to police etc.
I would never make paywave available in my store by choice.
We don’t touch their cards – they paywave just about everything. We hold their purchases until the approval goes through. Quick & easy.
Steve ask for the card keep it away from the terminal and put it in the slot.
Interestingly I had an American visitor customer tell me that many shops in the US won’t accept paypass style transactions because of the amount of fraud and that you still need to sign for alot of transactions there.
Mark, I’m with Judy on this one. Since I’ve had a paywave terminal I’ve been running a concerted campaign to never touch a card. Once you have hold of the card you then have to ask all the questions “is that paywave?cheque?savings?” and do it for them, far better to make them do it themselves.
I’m getting very good at not noticing the card thrust towards me.
when you had car accident , police would ask you to deal with insurance company, so when they asked me for cctv footage, i had a million of excuses and let the bank deal with it and not wasting a second of my time. Any way we have paid them premium fees for tapping, it is their fault if fraudulent occured
Thats surprising Scott…..I’ve always found TYRO exceptional with all my dealings including upgrading the terminals.
I upgraded to Tap n Go terminal a year ago and have to say that apart from the overpriced charges the terminal has worked flawlessly for us and is lightening quick. I have also had nothing but excellent service from Tyro in all my dealings with them.
I practice most of the security measures mentioned here but stop at the $10 limit for tap. I’m starting to find however that whilst younger people love tap the more clued up customer actually prefers not to use Tap. I’m with them.
On a side issue I have noticed that with Tap N Go a marked increase in the number of people that are clearly not the person named on the card. For example girlfriend using boyfriends card and visa versa. Of more concern is young girls or boys presenting a card with Mrs. so and so listed as the card. Most of the time it’s Mums card and hopefully the daughter or son has been given the card by Mum instead of giving them case because the the dumb retailer won’t notice.
From a past career role I used to check the name on each and every card I was presented with and the number of the above instances of not being the genuine card holder was alarming. Most were annoyed that I noticed and didn’t know what the problem was. “Besides, I know the PIN!!!” I never accepted it and it used to lead to some fantastic name calling but how was I or any of my staff to know the card wasn’t stolen?
WA Police Commissioner, in Jan/Feb, called for Paywave to be banned as it has seen an increase of break ins and bag snatches.
We have had a number of people come to the counter with armfuls of gifts/plush etc and dump it on the counter as soon as we say we don’t have paywave.
I did investigate getting paywave awhile ago through both Suncorp and Tyro. From memory it was going to cost me almost $1 each time someone tapped. That ended my investigation, but can someone tell me if that it correct, surely not? You would not want someone paying for a newspaper by tapping.
This will be hard for all to believe but it’s true – when told we don’t have paywave some customers choose to pay with cash!!!
Dean I have it with Tyro and the cost is nowhere near that. The core issue for me is the elimination of a good check and balance – unless you run with processes to provide these.
Dean, I have suncorp as my EFTPOS provider and I found them to be one of the cheapest around, the terminal rental is $15 (integrated) and the fee for tap & go is about .75% or just over a cent for most of my papers, because cheque and savings transactions are a fixed fee they are actually more expensive for small transactions.
As for tap & go it saves time and that is what is important to me. I also found that my card usage doubled when I upgraded to tap & go as people will happily tap but are less inclined to swipe or insert their card especially for smaller purchases.