In the card Pre Approval scenario, the Payment Application will trigger TruModule to display a TruRating Question when the customers card has been presented, processed and authorised but just before the customer is told that their payment is complete and ahead of the customer being prompted to remove their card where applicable (this has been found to increase response rates and therefore is strongly recommended).
IMPORTANT Implementations of this trigger MUST ensure that the rating question is asked and the rating is collected before the payment completes from the perspective of the customer. Please consult the TruRating technical team if you have any questions regarding the correct method of implementation for this trigger.
Contact & Contactless transactions
Support for this trigger is straight-forward and provides the same customer experience for both contact and contactless payments.
Cash and voucher payments are out of scope for this scenario.
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||Card payment process continues as normal, card is authorised|
|9||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 12)|
|10||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”|
|11||Rating question is cancelled after a configurable number of seconds if rating not given||PED is returned to ready state|
|12||Customer is told that payment has been authorised and instructed to remove their card (where applicable)|
|13||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.