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The Ingenico Group Difference. We’ve been world leaders in the payments industry for 30+ years. Our expertise, experience and thirst for innovation is something we don’t take lightly. We pride ourselves on our responsiveness at all levels of our company, whether to a partner, customer or employee. It’s that dedication and communication that helps set us apart from others in the payments space.

What do YOU want to know about the payments industry? Do you have a question about payment security? Maybe you are looking for best practices and tips for EMV migration? Our panel of experts is ready to hear from you. Just complete the form on the right, and the appropriate subject matter expert will be in touch with you over the next 48 hours. We’ll post and archive your questions on our website, so others can benefit from the information.

If you have technical questions, please email customersfirst.us@ingenico.com

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Greg Burch

Head of Product, Software, North America / Ingenico Group

With over 15 years of experience, Greg Burch is Ingenico Group’s Vice President of Strategic Initiatives. He is responsible for developing strategies to bring new technology and solutions to customers, including helping enterprise clients with their EMV, Point-to-Point Encryption and Mobile Wallet strategies.

Greg Burch, Head of Product, Software, North America / Ingenico Group

Dr. Robert Martin

Vice President of Security Solutions, North America / Ingenico Group

Rob Martin is active within the industry security bodies such as PCI and has been involved in the technical and product end of the payments business since 2000. Prior to joining Ingenico Group, Rob had been leading the terminal and mobile product line of business at Apriva. He also led the North American software group at Hypercom from 2001 to 2006 and managed global application development. Rob earned a Ph.D. in Physics from the College of William and Mary and an MBA from the W.P. Carey School of Business at Arizona State University with his bachelor’s degree from Washington University in St. Louis.

Dr. Robert Martin, Vice President of Security Solutions, North America / Ingenico Group

Allen Friedman

Vice President of Payment Solutions, North America / Ingenico Group

Allen Friedman has over 30 years of experience in the payment industry in various roles including management, product management and technical business communications. Allen is a board member on the Smart Card Alliance and a steering committee member of the EMV Migration Forum, and a Certified Smart Card Industry Professional / Payments (CSCIP). He is a regular contributor to industry forums with published articles in Banking Technology magazine and PYMTS.com surrounding the US EMV initiatives in addition to maintaining an active speaking circuit including the EMV Migration Forum and Electronic Transaction Association.

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past / questions & answers

Allen Friedman, Vice President of Payment Solutions, North America / Ingenico Group

Q: Is there any change in liability for web based, card not present, situations where it used to be enough to meet specific matching and shipping criteria to avoid a chargeback? 

Allen Friedman: No. Currently, there is no liability for web based, card-not-present transactions. You can learn more about the liability shift by downloading our free ebook.

Q: We use the Ingenico iSC Touch 250 terminal which we have sent in to upgrade to EMV capability. How will our procedure for running cards change? Are EMV chip cards physically processed through the terminal differently? Can we allow our customers to swipe their own cards? Does the system automatically detect and read the card as an EMV card if it is EMV chip card?

Allen Friedman: Ingenico Group’s iSC Touch 250 terminals come equipped with an EMV card slot just under the pin pad. Once this is enabled in your case, the procedure for credit card transactions will change a little bit. Instead of swiping a credit card on the magstripe scanner on the right side of the terminal, the cardholder will be required to dip/insert their EMV chip card into the slot below the pin pad and leave the card there until the transaction is processed. The customers should dip their own cards at the terminal. If a customer with an EMV card swipes the magstripe part of the card on the terminal, the system will prompt them to use dip the EMV chip into the terminal and process the transaction.

Q: If a merchant is in a known customer environment (i.e. mom & pop with neighborhood clients), what is the extent of their liability shift? Just the chargeback issues, or does it go further than that?

Allen Friedman: Merchants of all sizes face the risk of a bearing the liability of a chargeback in case of fraudulent transaction if they are not equipped with EMV ready payment solutions. With the larger retailers preparing their businesses with the new technology, smaller merchants face higher risk of being targeted my fraudsters. You can learn more about the liability shift by downloading our free ebook.

Q: After Oct 1, what is our liability as a retailer in a situation where a customer presents a magstripe only non EMV card? Should we still accept these cards and what is our liability in these situations?

Allen Friedman: You can still accept magstripe only cards and process them at the magstripe part of the terminal. However, if the magstripe card presented to you is a counterfeit of an EMV card, and the terminal is not EMV ready and therefore cannot detect it, you will bear the liability for the chargeback resulting from fraud. The best way to avoid any liability in case of fraudulent transactions is by equipping your business with EMV ready payment solutions.

Q: What percent of bank / issuers are making their cardholders use the chip pin?

Allen Friedman: Right now about 4% of banks and issuers have thier cardholders using the new EMV chipcard. However, that number is expected to grow to about 40%. 

 

Q: Is there a downside to semi-integration?

Allen Friedman: There is very little downside.  Merchants that already have a fully-integrated solution will have to do some work to detach the payment application and code to the semi-integrated solution. However, the coding is very simple, since there are fewer messages and they are smaller. If a merchant needs all the transaction information for some reason, they may prefer to keep a fully-integrated solution, but that’s very rare. 

Q: Who is liable for a fraudulent charge when neither the card nor the POS are EMV-enabled?

Allen Friedman: The issuer retains liability in the case of a technology “tie”. 

Q: Are you using Global AID or Common AID?

Allen Friedman: We support both in our Debit solution.  It is the merchant’s preference that determines which one is used. 

Q: How long does EMV implementation take? If there is a timeline or a range?

Allen Friedman: This depends greatly on the application developer and their level of EMV expertise.  For a new application it’s probably about 6 months minimum, and can be up to 18 months.  That’s just the application development and certification, after contracts, requirements, etc. 

Q: What's the method of encryption used on the data stored in the chip?

Allen Friedman: That decision is up to the issuer. 

Q: The device will sense that there is a chip present then ask for the 'dip' of the card?

Allen Friedman: The device detects the indicator on the magnetic stripe and provides it to the application.  The application controls the prompt.  

Q: Why will magstripe technology still be needed for the next 10 years?

Allen Friedman: Magstripe technology will be needed primarily to allow for 100% EMV adoption for small issuers, private label, gift cards, and cards from other countries.

 

Q: Is Ingenico Group providing any incentives to ISOs or developers that are working to advance semi-integration specifically for the iCT220?

Rod Hometh: There are no incentives specific to this initiative at this time.  We suggest contacting your Ingenico Group Account Representative to learn about any incentives that are being offered on our range of solutions. 

Q: Regarding Value-Added Services, there have been many new market entrants with these solutions. Which do you see as the biggest threat to Ingenico Group, VFI, etc?

Rod Hometh: Ingenico Group invests heavily in market analysis and R&D to make sure we retain our global thought and technological leadership position.  One outgrowth of this investment is Ingenico Labs where the focus is always on innovation.  We utilize this channel to learn about and develop relationships with other companies large and small that are creating next-generation solutions.  This helps us stay abreast of new developments and remain confident we will continue to offer new and competitive solutions that appeal to the market. 

Q: Is there any data regarding consumer satisfaction with those retailers that have already adopted EMV? Do they mind the extra few seconds a transaction takes?

Jordan McKee: 451 Research does not currently collect data on this topic. Anecdotally, the pain point today resides less with the transaction length and more with the inconsistency of experience at the point of sale. EMV compatibility varies by merchant, and even within merchant locations. This uncertainty can create a poor experience for the consumer.

Q: What are the hurdles of contextual loyalty-- i.e. privacy and opt-in for marketing?

Jordan McKee: There is a fine line between big brother and big data that contextual loyalty must walk. For merchants, it is important to be transparent about what data is being collected, what it is being used for and what is being offered in exchange. 451 Research finds that more than half of smartphone owners are comfortable with exchanging personal information for better rewards. 

Q: Why has it taken so long for Ingenico Group to start offering Pay-at-the-Table in the U.S.?

Greg Burch: The iWL terminals have been available in the US for quite some time now, however there hasn’t been demand for a pay at the table solution in the U.S. until now. The U.S. was one of the last countries to migrate to EMV, therefore most merchants were not incentivized to use a pay at the table solution until the EMV liability shift occurred in October of last year. The pressure has been put on merchants more recently as acquirers are issuing chargebacks for not being EMV compliant.

Q: The adoption of EMV is driven by the networks. Mobile wallets are not "prescribed", for lack of a better word, by the networks. What is the value proposition of mobile wallets to merchants?

Jordan McKee: 451 Research believes that mobile wallets provide merchants with a platform to better engage with their customers. Most wallets today are in early stages, but are beginning to show signs of “merchant tilt.” 2016 will see major wallets such as Apple Pay integrate with more private label and rewards programs. This offers merchants a new channel to serve their customers, and a new opportunity to promote their brand. 

Q: Can you explain the Pay-at-the-Table scenario?

Greg Burch: In one Pay-at-the-Table scenario, a server brings the payment device to the table to close the check. The server can either enter their PIN code on the device or swipe their server card to bring up their open tables on the device. The server selects the check to be closed and hand it over to the customer.  The customer swipes/taps/inserts their card and hands it back to the server. The server then prints the receipt and gives it to the customer. The customer writes the tip amount and total bill amount on the receipt and then signs the agreement. This use case is very similar to the process you see today in restaurants, the main difference being that the server is bringing the payment terminal to the table to close out the bill, instead of taking the customer’s card away to a work station to close it out.

Q: When it comes to Pay-at-the-Table, what device prints the receipt? Is it the PINpad or a separate device?

Greg Burch: We suggest the Ingenico Group’s iWL terminal. This device comes with a printer on-board so you do not have to purchase a separate printer and has options for Bluetooth, Wi-Fi, or 3G.

Q: For Pay-at-the-Table, CHIP & sign is often mentioned, do I need e-signature?

Greg Burch: E-Signature is not required, most of our customers are capturing signature the same way we do today using a paper receipt. In addition, the processor has no mechanism to transmit an e-signature and there is no benefit from a discount perspective on using this technology.  The primary reason people implement e-signature is to save paper. Keep in mind when you implement an e-signature solution, you need a database to store and retrieve the signatures and many of our software partners do not have that functionality yet.

Q: What application allows a chip card transaction to have a tip line on the receipt?

Greg Burch: The ability to perform tip adjust after an EMV transaction is based on which processor you currently utilize. Please check with the processor you are currently using to ensure you are able to perform tip adjusts at your location. To avoid confusion when closing out customers at your location, it is best to train staff so they can explain to the customer how the Pay-at-the-Table solution works, or use table tents and signs to describe the new process.

 

Q: What are the security issues with Bluetooth and Pay-at-the Table?

Greg Burch: Due to PCI standards, Ingenico Group has made the iWL Bluetooth communication base undiscoverable, meaning once it is paired to a terminal, nothing else will be able to pair to this communication base. In addition, Ingenico Group uses PCI approved proprietary encryption between the terminal and the base. The iWLxxx represents our third generation of this security scheme and meets the latest approvals from PCI.
 

Q: Please address the integration of the IPP terminal with Pay-at-the-Table. Are these standalone devices?

Greg Burch: The iPPxxx series were designed to be slave devices that connect to a Point of Sale (POS) System. Ingenico Group offers various integration kits that will allow you to develop a POS application that talks to the iPPxxx terminal.  These devices do not run in stand-alone mode today.  If you are looking for a fixed stand-alone terminal, Ingenico Group recommends using the iCTxxx series, which includes an onboard printer.

Q: We've had a couple of merchants lose iWL devices to theft. Any plans to introduce a "lock screen" like on an iPhone?

Greg Burch: There is no option today to enter a passcode to password protect the Ingenico Group terminals. Typically, the applications running on the device could include a login so only employees or managers can access the data on the device. Ingenico Group has also partnered with Tailwinds to provide a locking stand for the iWL devices, locking the iWL terminal to a fixed stand. There are also security measures taken with our devices, so if they were stolen and the device was tampered with, it would blow they keys and software residing on the terminal and display an ‘alert interruption’ screen until it was taken back to Ingenico Group for repair.

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