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What You Must Know about Chip & PIN

In line with the Bank Negara Malaysia (BNM) guideline, First Data’s POS terminals have been upgraded to process Chip & PIN for all credit card and debit card transactions. Effective 1st January 2017, merchants must process all transactions with Chip & PIN, where Chip & Signature transactions are no longer allowed.

1) Payment with the new PIN terminal

It is important that you communicate and remind all your front liners to process all credit card and debit card transactions using PIN as follows:

  • Always request customers to key-in their PIN number to complete their transactions
  • PIN Bypass should never be conducted. Exceptions are only allowed in cases where customers’ credit/debit cards are not upgraded to a PIN-enabled card or customers have not activated or have forgotten their PIN. Only then should a PIN Bypass be performed.

Please note, the PIN bypass functionality will only be accepted until 30th June 2017 to provide time for all merchants to familiarise themselves with conducting transactions with a PIN at the point-of-sale.

Commencing from 1st July 2017, PIN bypass will no longer be functional and customers that do not have their PIN will be unable to complete their transactions.

Please ensure that the terminal pin pad(s) are always facing the customers for ease of entering their PIN. At the moment, if they are not displayed in a manner that is convenient to the customer, we recommend you to review the placement of the terminal pin pad(s).

2) Display of PIN and PAY Logo

It is an industry requirement for all retailers to do the following:

  • Ensure that the PIN and PAY logo is prominently displayed at your store
  • Display the tent cards provided by First Data in a prominent area in your store
  • Display the notice to consumers on 6-digit PIN dated December 2016 which was sent by BNM to all retailers in a prominent area in your store

3) Helping your customers

We have prepared a simple script for your front liners to address customer queries:

Cashier:

Sir/Madam, can you please enter your PIN number to complete the transaction?

Customer:

I do not have a PIN number / I have forgotten my PIN.

Cashier:

Sir/Madam, please contact your Issuing bank to get your PIN. From now onwards, all credit/debit card transactions require you to use a PIN number as signature is no longer valid. Please contact your Bank for more information.

For full list of FAQ’s, visit https://pinandpay.com.my/en/retailer.html.

For more information, you can also download the merchant video guides :

For full list of FAQ’s, visit https://pinandpay.com.my/en/retailer.html.

For more information, you can also download the merchant video guides :

Retailer Guide 1 - About PIN

Retailer Guide 2.1 - Payment with your new PIN terminal

Retailer Guide 2.2 - When your customer needs help

Retailer Guide 2.3 - Helping customers with contactless transactions

Retailer Guide 2.4 - Helping customers to add a tip or gratuity