Most payment terminals in Australia are configured to verify customer identity via their mobile device when payments are made using Apple Pay or Google Pay regardless of the purchase value. This is known as Consumer Device Customer Verification Method (CDCVM) and the customer identity is validated via their chosen device authentication method (Face ID, Touch ID or Passcode) instead of a card PIN number.
If your payment terminal is prompting a customer to enter a PIN number, this means your terminal is not configured to accept CDCVM. This can be addressed by contacting your acquiring bank.
To support your customer in completing their Afterpay purchase in the interim, they can set up a PIN for their Afterpay Card via their Afterpay App.
To set up a PIN number for their Afterpay Card, the customer can follow the steps below:
- Click the card tab at the bottom of the app
- Click the info button on top right hand corner (i)
- Click how to set or update your pin
The customer will be prompted to choose and reconfirm their PIN number. The card payment can then be reattempted and PIN number entered to complete the purchase.
Why is the customer being prompted for a PIN to complete their refund?
Some merchant terminals are configured to request a PIN number when processing a refund. This PIN number is not typically verified as part of the refund authorization, which means any number (such as 0000 or 1111) or simply pressing the ‘Okay’ button will allow the refund to be successfully processed.
If the refund is declined, the customer will need to set up a PIN for their Afterpay Card for the refund to be processed. To set up a PIN number for their Afterpay Card, the customer can:
- Click the card tab at the bottom of the app
- Click the info button on top right hand corner (i)
- Click how to set or update your pin
The customer will be prompted to choose and reconfirm their PIN number. The refund can then be reattempted and PIN number entered to complete the refund process.