In the Card Presentation scenario, the Payment Application will trigger TruModule to display a TruRating Question when the customer presents their payment card to the payment terminal.
The display of a question at the point of Card Presentation is particularly useful in the case of mobile payment devices, where the device is brought to the cardholder. This event is the best indication that the cardholder (and not the attendant) is looking at the device.
Support for this trigger is straight-forward in the case of contact chip transactions - where the card insert event is a natural hook to use to invoke TruRating. The TruRating question is presented after the payment card is inserted into the payment terminal, before PIN entry.
If there are a number of active value added service (VAS) applications running with the payment application (such as DCC, gratuity, or charitable giving) then ideally TruRating should come first, so that the experience of those other applications does not affect the rating score that the customer gives.
In the case of contactless and swiped transactions, where the Card Presentation is fleeting and the payment transaction has to immediately continue to completion, the question should be presented just before the transaction result is announced to the cardholder. In this case the trigger is identicalto the “Pre-approval trigger”.
Cash and voucher payments are out of scope for this scenario. It may be possible to support contactless transactions - if the TruRating question can be presented to the cardholder with the authorisation result - ensuring that it is the cardholder who sees’s the question.
The sequence of events and messages for this scenario is shown in the following UML diagram:
In this scenario the Payment Application will wait until the customer Rates, Skips or a Timeout occurs. Timeout time is configurable.
The customer and operator journey for ratings at Card Presentation time is summarised in the following simple table. This example is based on an EMV Chip & PIN card:
|1||Customer approaches point of service with basket / goods to purchase||PED is idle or displaying the advertising loop|
|2||Operator starts transaction by scanning or in another way adding first item to basket|
|3||Operator continues scanning/adding transaction items to transaction|
|4||Operator finishes adding item to customer’s transaction, total is calculated|
|5||Operator processes tenders based on customer requirement||Steps 6 onwards performed when CARD tender selected|
|6||Operator select CARD tender||This can be any payment type processed by the payment application (i.e. contact & contactless payments). Payment device prompts customer to insert, tap or swipe their card:|
|7||Customer inserts card into reader||Card is read and determined to be an EMV card. EMV transaction processing is not yet started|
|8||Rating question is selected||Next question in sequence is selected. A question may not be asked based on configuration. If no question is selected, then tender proceeds as normal (step 11)|
|9||Rating question is displayed on the PED||Customer invited to respond 0-9 or Clear to skip. If customer provides a rating or skip before timeout, then they receive a confirmation message via the PED “Thanks for Rating” or “Sorry you Didn’t rate”|
|10||Rating question is cancelled after a configurable number of seconds if rating not given||PED is returned to ready state|
|11||Card payment process continues as normal|
|12||TruRating receipt text is included on the customer’s receipt|
NOTE: Key aspect of this customer journey is that the card payment process is suspended while the rating question is displayed and answered, skipped or timed out.