Frequently Asked Questions about MobileMerchant

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1 Frequently Asked Questions about MobileMerchant 1. Who provides the card payment services? The MobileMerchant solution is provided by Elavon Merchant Services ( Elavon ). Elavon is a leading payment services provider, leveraging technology to offer flexible, secure solutions for mobile payments. Avon has selected Elavon as its preferred supplier for this service to Avon Representatives and if you decide to apply for MobileMerchant, you will deal with Elavon directly for the purchase of the Chip and PIN card reader, provision of merchant acquiring services and all aftercare and support. 2. How much does the Chip and PIN card reader cost? The Chip and PIN card reader will cost 50 plus VAT for the first 200 Representatives who are accepted as an Elavon customer. This is a promotional offer for the first 200 devices only. Normally the Chip and PIN card reader cost 99 plus VAT. Once purchased it is yours to keep. 3. How do I apply for a Merchant Account with Elavon? You need to complete an application process on the Elavon website here ( at which stage a preliminary check will be carried out. If you are approved Elavon will then take payment and arrange shipment of your Chip and PIN card reader. 4. Will the process involve a credit reference check? Yes, Elavon will undertake a credit check. 5. Are there any other associated costs? Yes, a merchant service charge (MSC) of 1.77% is applied for every transaction made using the device. An additional 1% will be added for any transactions not processed using Chip and PIN. There are no minimum Monthly fees or joining fees. Other fees and charges will apply. Full details are included in the Schedule of Fees section of the agreement you will enter with Elavon for the provision of Merchant Services. You also need to consider that the service requires utilising your data internet connection, so cost will depend on your tariff.

2 6. Do I need anything else to be able to use the device? You need to have a smartphone to be able to connect to the payment device and download the MobileMerchant App. This could be an Apple or Android product; for a full list of compatible devices please check the Elavon site here Blackberry devices are not compatible. You will need to have your mobile subscription enabled for data (this is usually included as standard, although rates will vary). Each transaction uses an average of just 1kb of data so impact on your data charges will be limited. You also need to be confident that you will be able to access your phone network whilst taking customer payments in your area. It is however also possible to switch to a local Wi-Fi network to process payments. 7. How does the device work? You will be provided with full instructions when you receive your device. There are further training and support materials available on the Elavon website 8. I have been accepted as an Elavon customer, how long will it take to get my Chip and PIN card reader? Once you have opened a Merchant Account with Elavon you should receive your Chip and PIN card reader within 5 working days. You will then need to download the App and synch them up. You should be up and running within 1 week. 9. What do I do if I have problems once I receive the device? Please call the Elavon Customer Services helpline on and the team will be able to support you with any queries or problems you have. Or you can call for MobileMerchant device support. Please do not contact the Avon Sales Support Centre as they are not trained on the Chip and PIN card reader or the provision of card payment services. 10. How can I promote that I now take card payments to my customers? This new tool will not only give you a great talking point for existing customers but also an exciting way to reach out and find new ones! There are some invaluable tools as well as training tips and advice on your website under

3 11. Is there a warranty on the device? Yes there is a 12 month warranty for the device. Please check the terms and conditions that apply to your Merchant Account for full details of the warranty. 12. What happens if a customer card is declined? The App will advise you that the card has been declined but not provide a reason. Simply apologise to the customer and ask if they would like to pay by an alternative method. 13. How will I keep track of payments made by card? You can view all transactions including cash payments that were made using the MobileMerchant app, card payments and all refunds and voided transactions in the Transaction History view within the MobileMerchant App. All card payments, refunds and voids can also be viewed on the online reporting tool WebMIS at

4 14. How can I provide my customer with a receipt? You can send receipts to the customer by , SMS where they are happy for you to do so or by writing out a receipt using the receipt pad that is provided with the MobileMerchant Chip and PIN card reader. As with any personal data you collect from customers, this must be handled in accordance with all relevant data protection laws. Sample Receipt: Standard Test Merchant MASTERCARD Card: ************0102 SWIPE SALE TOTAL: EUR0.12 SIGNATURE VERIFIED APPROVED Auth Code: 3983E8 Ref: 0354d68d-65f Merchant: *****67897 TID: **** /06/ :12:54 Please retain for your records VC: B56EB027

5 15. What can I do if I enter the amount wrong, e.g. type 100 instead of 10 will the transaction fee be charged? The transaction fee will be charged if the transaction is fully processed by the host system (i.e. Elavon). You can tell if this has happened as there will be a final authorisation response message displayed either Approved or Declined. However, mistakes can be reversed by voiding the transaction and starting a new transaction. This can be done by retrieving the transaction history view either in the app or in the WebMIS online reporting tool, where you can then select the relevant transaction and select void/refund. 16. If something is paid for on card must it be refunded on to the same card? Yes. 17. How will Representative know which card was used to ensure they refund onto same card? Refunds can only be applied to the same card that was used for the original transaction, as refunds work on the basis of the data held in the reporting system. The representative can search for the transaction to be refunded by using the last four digits of the card number, date, amount and authorisation code. 18. How do customers get a receipt for their transaction? See above 19. Is the customer data, such as address or telephone number, stored anywhere? A customer s address or phone number is only stored in the database in association with the receipt that was sent and can only be used for the resending of a receipt if requested by a customer, It can t be used for any other purpose.