PURPOSE

Over the coming months, Mister Car Wash will be upgrading kiosks with smart payment technology, EMV Devices. This document will prepare the CSA team for the upgrade.

SMART PAYMENT OVERVIEW

• Smart credit and debit cards are often called “chip cards”. This is because they have onboard circuit chips that allow for safe, secure payment.
• Smart cards are either inserted into or held near a reader (“tapped”) to process payment.
• Mister kiosks upgraded with smart card readers are also able to accept Apple/Google/Samsung Pay (an icon for Samsung Pay is not included in kiosk screens).
• Customers will find our smart readers and payment process similar to what they have experienced in other retail stores.

TO DO

Some procedures have changed with the upgrade to smart payment technology. Read this document and make sure you:

• Are familiar with the new kiosk screen flow and payment process
• Know when to apply coupons/discounts during a transaction
• Know how to update a UWC member’s billing token from the kiosk back-end screen
• Feel confident assisting customers and answering questions they may have about the new technology and payment process

PROCESS

Changes to Credit Card Payment Process

Please note the following changes to the payment process:

1. For retail transactions, discounts or coupons must be applied before the customer selects their method of payment (credit card or Apple/Google/Samsung Pay).
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2. Customers must wait to insert or tap their payment device until the kiosk screen and smart payment reader instruct them to (i.e., after selecting their payment method). 
   • NOTE: If the card is inserted early, it will still process it.
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3. Once the customer inserts/taps their credit card or uses mobile payment, the kiosk screen and smart payment reader will ask the customer to leave their card inserted while payment is processing. 
4. If the card or mobile payment is removed too soon, the customer will need to restart the payment process.
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5. The kiosk screen and payment reader will tell the customer to remove their card once payment has been processed.
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6. Note that when processing a customer’s refund on a tablet or POS station, you will still need to swipe the customer’s card or enter their card number.

Updating a UWC Member’s Billing Token

The process of updating a UWC member’s billing token from the kiosk back-end screen is largely the same except for the following changes:

1. To access the kiosk back-end screen, scan the barcode on your access card. 
2. If your access card does not have a barcode, enter the service code on the kiosk screen and then slide your card through the card reader.
3. When you confirm that you want to update a member’s billing token, the member will need to insert or tap their card. 
   • NOTE: Apple/Google/Samsung Pay cannot be used to update billing tokens.
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CUSTOMER FAQ

Please familiarize yourself with this FAQ so that you can provide confident, accurate answers to customer questions about our smart payment technology.

• Q. Why are you switching over to chip/smart card readers?
• A. Mister Car Wash is joining other retailers in adopting chip card readers for added payment security. 
• The new technology also allows us to accept tap to pay credit cards, Apple Pay and Google Pay, giving our customers more options.

• Q. Do you accept any other forms of smart payment?
• A. Yes! We also accept Samsung Pay.

• Q. Are you still accepting coupons, discounts, and wash passes?
• A. Yes! The screen will ask you to scan your coupon, discount, or wash pass before you select your payment method.