Some confusion has arisen suggesting that signatures are no longer appropriate when debit / cxredit cards are used.

Cards can be supplied which automatically trigger the vendor to ask for a signature and not a pin number. if you have such a card the following letter will be of interest to you

Hi John, thank you for your enquiry and the letters that were sent to Streamline. I would apologise if your earlier query did not receive any response.

Firstly I can confirm that Streamline / RBS WorldPay do require all our customers to accept chip cards according to card scheme requirements, which includes proper acceptance of chip and signature cards. We undertake testing of all point of sale terminals before they are deployed and we are confident that when one of these cards is presented, the equipment itself does prompt for a signature rather than a PIN.

When retailers insist on PIN entry rather than signature in error this is very often due to a misunderstanding by the till operator rather than an equipment problem. Unfortunately Streamline / RBS WorldPay will only be aware of such cases following a complaint by the cardholder to their card issuer, which will be passed to the retailers card acquirer. I can assure you that such complaints when received by Streamline / RBS WorldPay are taken seriously and the retailer customer concerned would be reminded of the correct procedures to be followed.

I understand your comments regarding our customers' awareness of this issue and I am looking at what specific communications we can prepare to heighten their understanding. Hopefully this will include a further article in Smarter Business but you will appreciate that I am unable to confirm anything at this time.

Thank you for taking the trouble to contact me about this issue.

written by WAAG secretary, 06/03/2010

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