Training Your Team for EMV: A Key to Smooth Transactions

Even after upgrading to new chip-enabled technology in your store, there's another crucial step for a successful EMV transition: employee training. Your staff needs to understand how to handle chip cards and terminals, and how to guide customers who might be new to the updated purchasing process.

Navigating Swipes vs. Dips

Remember, EMV cards still have a magnetic stripe. Some customers might try to swipe their chip card out of habit. While some newer terminals can reject these attempts, most businesses will need to decide how to handle this. You'll need to instruct your employees on what to do if a customer prefers not to "dip" their card. It's important to weigh the convenience against the diminished security and increased liability for fraudulent transactions that come with swiped chip card payments.

The "Dip" Difference: What Employees and Customers Need to Know

With chip cards, customers will keep their card inserted in the reader for the entire transaction. Removing the card too soon will cancel the payment. As Joseph Smutz, director of product integration at Sage Payment Solutions, notes, "It's a different transaction flow, but I think, after a few transactions, staff will understand how the whole thing works – the direction the card needs to go into the terminal and so forth."

Essential Tips for Merchants:

  • Spot EMV Cards: Make sure your staff can easily identify an EMV card before a transaction begins.

  • Know Your Policies: Familiarize your team with your return, chargeback, and cancellation policies and procedures for chip card transactions.

  • Clear Instructions for Unattended Terminals: If you have self-service terminals, ensure they have clear instructions and prompts to help customers complete their transactions smoothly.

Training Material:

Understanding EMV Terminal Costs and Warranty

To process in-person, swiped transactions (using a USB Swiper, CP Mobile Swiper, or EMV Chip Terminal), a Retail merchant account is required, and it comes with associated merchant fees.

If you purchase a single EMV Chip Card Terminal, there's an additional $9/month network service fee for the Dejavoo EMV Terminal, which will be added to your subscription. For any additional Dejavoo terminals you purchase for the same Cash Practice Membership, the fee is $3/month per terminal.

EMV Terminal Returns and Warranty Information:

  • 30-Day Money-Back Guarantee: EMV terminals come with a 30-day money-back guarantee. To qualify for a refund, items must be returned in new condition in their original packaging, postmarked within 30 days of purchase.

  • Restocking Fee: Please note there's a $50 restocking fee for each EMV terminal returned.

  • Refund Processing: Refunds (minus the restocking fee) will be processed to your original payment method within 10 business days of receiving the returned item.

  • Return Shipping: You will be responsible for all return shipping fees. For return assistance, please contact our Merchant Services Department at (877) 343-8950 x105.

Warranty Coverage:

  • Dejavoo EMV Terminals (discontinued): 2-Year Warranty. You get a 1-year manufacturer's warranty for out-of-the-box equipment failure. Plus, Cash Practice provides an additional 1-year warranty for out-of-the-box equipment failure, giving you a total of 2 years of coverage.

  • Ingenico Lane3000 and Lane5000 EMV Terminals: 90-day replacement warranty.

  • Replacements: If your terminal fails within the warranty period and can't be repaired, we'll provide a replacement.

  • Reduced Cost Replacements: If a terminal fails after the warranty period, you can buy a new one at a reduced cost.

  • Exclusions: Please note that physical damage of any kind is not covered by the warranty.

  • Repairs for Non-Covered Issues: The manufacturer may offer repairs for non-covered issues for a fee. For assistance with any terminal issues, please contact our Merchant Services Department at (877) 343-8950 x105.