Apple Pay Business Operations Launch Readiness Guidebook PDF

APPLE PAY BUSINESS OPERATIONS LAUNCH READINESS GUIDEBOOK April 2022 1 Launch Readiness Overview 6 Introduction 6 Customer Care 7 Introduction 7...

APPLE PAY BUSINESS OPERATIONS LAUNCH READINESS GUIDEBOOK April 2022 1 Launch Readiness Overview 6 Introduction 6 Customer Care 7 Introduction 7 Care Process 7 Support Accountability 7 Scope of Support Table: 8 AppleCare Support 8 Partner Customer Care Escalations with Apple 9 Contact Apple Support 9 Social Media 10 Apple’s General Approach 10 AppleCare Support Twitter Channel 10 Contact Apple Support for Merchants 11 Resources 11 Partner Training Preparation 14 Suggested Minimum Training Topics 14 Historical Trends 15 Top 4 Call Drivers 15 Partner Customer Care Checklist for Launch 16 FAQ 17 Issue Resolution and Escalation 18 Introduction 18 Apple Technical Prioritisation Levels 18 System Status Page 20 Production Support Checklist 22 FAQ 22 Fee/Billing Reporting & Invoicing 23 Introduction 23 Overview 23 Fee / Billing Report 24 Contractual Fees 24 2  Apple Pay Fee/Billing Report Template: 26 Fields Required in the Summary of Fees Report 26 Monthly VS Quarterly Fees 27 Fee Report Examples 28 PartnerConnect 29 Partner to Apple Payment Process 32 Invoicing Process 32 Partner to Apple Payment Process - 3 key points to understand! 33 Fee Reporting & Billing Checklist 34 FAQ 35 Performance Reporting & Analytics 37 Introduction 37 Resources 37 Overview 38 Performance Reporting Requirements 38 Metrics 38 Declines 41 Fraud 42 Usage Frequency 44 Merchant Report 45 Glossary 45 Reporting Process 46 Performance Reporting & Analytics Checklist 46 FAQ 47 Launch Planning & “BAU” 48 Introduction 48 General Launch Plan / Partner War Room Recommendation 48 Launch Schedules / Point of Escalation for Launch Day 49 Apple / Payment Network Communication 49 Key Launch Performance Indicators 50 “Business As Usual” 50 General Business Operations Enquiries 51 Launch Planning & “BAU” Checklist 51 3 4 5 Launch Readiness Overview Introduction Welcome to Apple Pay! This guidebook is designed to outline all of the components Partners will need to plan and manage a successful launch and ongoing business as usual operations. Each section covers key topics for Apple Pay operational readiness and includes planning guidelines, check-lists and FAQs. 6 Customer Care By the end of this topic Partners will understand the following: Partner vs AppleCare (Apple’s customer care organisation) scope of support AppleCare’s support structure The key resources that Apple provides for Partners to use to help build their own customer care organisations’ training The key topics Partners should include in the customer care training they build The historical trends of customer care for Apple Pay All actions that need to be undertaken before launch via the Customer Care checklist Introduction Care Process Apple and our Issuer Partners share responsibility for caring for Apple Pay customers. Apple expects both the internal AppleCare teams, and Partners to prepare customer care organisations to take support enquiries from users who have Apple products using Apple Pay with the Partner’s products. As part of the process of preparing for care it is important for both organisations to be clear on the scope of support, educate their program teams and internal trainers, establish Care escalation processes for call centres, create training and support materials and train care personnel prior to launch. Apple provides our Partners with the Apple Pay Framework, knowledge base support articles and other artefacts to aid the readiness process. Support Accountability Customers have support inquiries that cover a range of topics. The primary support topics are listed in the table below called Scope of Support. Questions that are related to the customers account and nancial relationship with the Partner are solely for the Partner to answer. Apple will refer customers who call regarding questions about accounts to the Partner’s customer care. Apple does not support warm transfers to avoid the exposure of personal information, instead Apple will simply direct the customer to call the Partner. 7 fi Some questions are common inquires that both AppleCare and the Partner can answer and both organisations are expected to manage these support calls with similar messaging. Scope of Support Table: Partner Scope Both Partner & AppleCare AppleCare Scope Authentication of card when About Apple Pay. Using Apple Pay with iPhone, adding to Apple Pay. iPad, or Apple Watch. Personal account information. Which devices support Apple Using Wallet. Pay. Transactions made by the How to use Apple Pay at Point of Using Find My iPhone or account holder. Sale and iCloud Settings to control within an App. Apple Pay on device. Card eligibility and card art. Where can customers use Apple Troubleshooting hardware or Pay. software issues on device. Adding or deleting cards in Apple Diagnostic activities required if Pay. failures with the device use. AppleCare Support AppleCare is Apple’s customer care organisation, with advisors answering customer calls, emails, chats and tweets from contact centres all over the world, in many different languages. AppleCare advisors are trained to help customers with Apple Pay queries that come under the AppleCare scope as mentioned below. They will also help customers with the basic Apple Pay questions: set up and use, where customers can use it and how does it work. AppleCare advisors also monitor and provide support to customers via the Apple Support webpage that can be found through the link: https://www.apple.com/uk/support/apple-pay/ feedback/. Please see the below section ‘Contact Apple Support’ for more information. 8 Partner Customer Care Escalations with Apple What if a Partner receives a customer enquiry within their customer care organisation and they require Apple’s support to help solve the problem? Partners must reach out to the Payment Network who is supporting their on-boarding. If required, they can reach out to Apple to help get the solution to the customer issue. Please note this is also outlined in the Production Support topic (page 16) Contact Apple Support If you are a customer, developer or merchant you can nd Apple Pay support online via the link https://www.apple.com/feedback/apple-pay.html, to send questions, comments about your experience with Apple Pay, or how to integrate Apple Pay in stores, via app or websites. This support is provided by our Apple Care customer support teams, who help answer enquiries about Apple Pay, or pass merchant queries to regional Apple Pay merchant teams. 9 fi  NOTE: The above link is the UK web form URL. Countries live with Apple Pay will have a local support web-form. Partners should go onto their local Apple web page > Click on ‘Support’ > choose Apple Pay product > Apple Pay Feedback (at the bottom of the page). TIP: It is recommended that Partners have this resource available in their call centre to recommend onto customers if required. Social Media Apple’s General Approach Apple generally does not participate in social media. Apple does not actively comment in social media and all communications or comments are managed by Apple’s Product Marketing and Public Relations team. Apple Pay Business Operations may share Ad-hoc reporting and learnings gathered by Apple regarding social sentiment. These are not public statements, but shared insights on what Apple sees the consumer market is saying about Apple and it’s Partners. Anything shared in the partnership relationship is considered under disclosure as part of the business relationship and should not to be shared publicly. AppleCare Support Twitter Channel Apple has a support resource for customers that was launched in February of 2016. The AppleCare Twitter handle is @AppleSupport and allows customers to learn tips, tricks and helpful information about Apple products and service. Customers can also ask questions and receive answers. The account is managed by trained AppleCare advisors who post links to useful content as well as respond to inquiries from customers. This account should not be used for any pre-launch questions or inquiries regarding the Apple Pay program readiness, those types of issues should be handled directly with the Regional and Global Business Operations Teams. This Twitter account is for customers directly on how to use features of Apple devices and software. The Scope of Support still applies here, as AppleCare does not respond to customers regarding banking information and account management. 10 Contact Apple Support for Merchants As mentioned above, Apple support provides a range of support for Merchants and Developers: https://www.apple.com/feedback/apple-pay.html. This webpage provides a wide range of support: from Partners who wish to escalate a point-of-sale or in-app issue to the Merchant Operations team, or any customer, or Merchant who wishes to do the same, requesting Apple Pay stickers, understanding how to accept Apple Pay to Apple Pay on Maps. The web page gives Partners the ability to contact AppleCare Support directly with problems or questions. Our advisors will respond to the inquiries within 48 hours with a relevant response, additional desired content, or a get well plan to address the escalated issue. TIP: Partners should ensure that their customer care organisation has access to this web page and can refer it to customers NOTE: The above link is the UK web form URL. Countries live with Apple Pay will have a local support web-form. Partners should go onto their local Apple web page > Click on ‘Support’ > choose Apple Pay product > Apple Pay Feedback (at the bottom of the page). Resources Apple provides training materials and knowledge base support articles which contain key Apple Pay information, FAQs and screen-shots that partners can leverage to build their own customer care training material. Find below descriptions of the resources Partners should leverage for Customer Care readiness. Apple Pay Framework: The goal of this document is to make all Partner project team members and internal trainers an Apple Pay expert! Partners should use this material to educate internal teams and to build their own Apple Pay customer care training. This material “as is” should not be shared directly with call centre agents. TIP: Partners can leverage the information / screen shots for their customer care training. 11  AppleCare phone numbers https://support.apple.com/en-us/HT201232 Knowledge base support article URLs: On the support page of the apple.com page you will nd useful articles around the use, security and privacy, and where to use Apple Pay. The table of topic links below direct you to apple.com support articles. These links are for the UK apple.com support site. Localised versions are usually available in launched markets, please check your local apple.com from the list below. TIP: ensure that your customer care agents are familiar with these pages that can be recommended to customers. TIP: the Apple Pay support page can be found on the support page of apple.com > select “More products” Global Support URLS Link to Resource English Canada https://support.apple.com/en-ca/apple-pay French Canada https://support.apple.com/fr-ca/apple-pay Australia https://support.apple.com/en-au/apple-pay US https://support.apple.com/en-au/apple-pay French Switzerland https://support.apple.com/fr-ch/apple-pay German Switzerland https://support.apple.com/de-ch/apple-pay China https://support.apple.com/zh-cn/apple-pay UK https://support.apple.com/en-gb/apple-pay France https://support.apple.com/fr-fr/apple-pay English Singapore https://support.apple.com/en-sg/apple-pay English Hong Kong https://support.apple.com/en-hk/apple-pay Traditional Chinese Hong Kong https://support.apple.com/zh-hk/apple-pay Japan https://support.apple.com/ja-jp/apple-pay 12 Spain https://support.apple.com/es-es/apple-pay fi General Topic Link to Resource Apple Pay http://www.apple.com/apple-pay/ About Apple Pay https://support.apple.com/en-gb/HT201469 Apple Watch http://www.apple.com/watch/ Apple Pay Guided Tour Video http://www.apple.com/watch/guided-tours/ Set up and use Apple Pay on your iPhone or https://support.apple.com/en-gb/HT204506 iPad Use Wallet on your iPhone or iPod Touch https://support.apple.com/en-gb/HT204003 Set up and use Apple Pay with your Apple https://support.apple.com/en-gb/HT204506 Watch Get help using Apple Pay https://support.apple.com/en-gb/HT205630 About Apple Pay for merchants in the UK https://support.apple.com/en-gb/HT204274 Consumer Device Cardholder Veri cation https://support.apple.com/en-gb/HT202527 Method Apple Pay participating banks and store https://support.apple.com/en-gb/HT206637 cards iCloud : Family Sharing http://www.apple.com/icloud/family-sharing/ If your iPhone, iPad, or iPod touch is lost or https://support.apple.com/en-gb/HT201472 stolen iCloud : Use Lost Mode https://support.apple.com/kb/PH2700? locale=en_US ICloud : Erase your device https://support.apple.com/kb/PH2701? locale=en_US Apple Pay security and privacy overview https://support.apple.com/en-gb/HT203027 Privacy http://www.apple.com/privacy/approach-to- privacy/ Apple Support Community https://discussions.apple.com/welcome Apple Support Community for Apple Pay https://discussions.apple.com/community/ apple_pay/setting_up_apple_pay Apple Support Community for Apple Pay - https://discussions.apple.com/community/ Using in Stores apple_pay/using_apple_pay_in_stores Apple Support Community for Apple Pay - https://discussions.apple.com/community/ Using within Apps apple_pay/using_apple_pay_within_apps Apple Pay is compatible with these devices https://support.apple.com/en-gb/km207105 Use Touch ID MacBook Pro https://support.apple.com/en-gb/HT207054 Using Apple Pay in stores, within apps and https://support.apple.com/en-gb/HT201239 websites Manage the cards that you use with Apple https://support.apple.com/en-gb/HT205583 Pay 13 fi Partner Training Preparation Partners are welcome to copy, paste and use any of the materials that are published by Apple to aid in training documentation development. Apple suggests that at a minimum the following topics are covered in Care training. It has been Apple’s experience that when Partner training materials meet these minimum requirements the Partner Care organisations will have what is required to address customer support inquiries for Apple Pay. Suggested Minimum Training Topics The checklist below covers all topics that should be included in Partners’ training: Eligible hardware Eligible software Eligible cards Other requirements Region setting Signed in to iCloud on the eligible device Touch ID, passcode or Face ID on your device Adding a card: iPhone (through both Wallet and Settings) Apple Watch (through Apple Watch App) iPad (through Settings) MacBook Pro with Touch ID (through System Preferences) Deleting a card iPhone (through both Wallet and Settings) Apple Watch (through Apple Watch App) iPad (through Settings) Lost/Stolen device (Find My iPhone (FMIP) and iCloud) Using Apple Pay Pay within stores Pay within an app Paying with Apple Pay on the Web Paying with Touch ID on MacBook Pro Transactions on back of pass Returns 14  Managing cards Change default card Lifecycle Management What is a DPAN (Device Primary Account Number)? Suspend a token Resume a token Delete a token Historical Trends Top 4 Call Drivers Historically since Apple Pay has launched, our Partners have seen customer inquiries centred around four areas: Transacting Type of Calls: Questions about using Apple Pay at point of sale, Merchants who accept Apple Pay. Questions about information on the back of the Authentication Type of Calls: This is highly dependent on the yellow ow strategy and what types of OTP methods the Partner can provide customers. If call centre is the primary method of authentication then customers will Adding Cards Type of Calls: Questions about eligibility, card art differences, adding cards to Apple Life Cycle Events Type of Calls: Questions about deleting cards, suspending and resuming cards. Questions about Find My iPhone or using iCloud Settings. Questions about loosing their Apple Pay cards when they sign 15 fl Partner Customer Care Checklist for Launch Partners should use the below checklist to ensure customer care strategy readiness for launch: Built customer care training for Apple Pay using Apple resources: Apple Pay Framework and Knowledge Base Articles. Scheduled training for Partner customer care organisations approximately ve days prior to launch date. Escalation process con rmed with Payment Network supporting on-boarding Local AppleCare phone number identi ed and accessible to customer care agents. Acknowledgement that care centres are staffed and ready for the pre-determined launch date Acknowledgement that staff numbers / opening times may vary on launch day Branch staff trained on Apple Pay 16 fi fi fi FAQ It is completely up to the Partner how they would like to train In what format should the training their staff on Apple Pay. Previous Partners that have launched for customer care agents be? have used a mixture of classroom based, presentations, online courses, tests, documentation and knowledge databases. What resources from Apple Partners should leverage the Apple Pay Framework and the should Partners use to build their KB articles on the apple.com support pages to build their own own customer care organisation training material. Partners can use any of the information / training? screen shots to build this training material. Yes. Apple expects Partners’ customer care agents to not only Do Partners have to build speci c be able to help them with activation via the network portal and Apple Pay training material for LCM but also with general enquiries, such as: eligible their customer care agents? software/hardware, card management, how to use, where to use etc. Should Partners be prepared to Yes. On launch day Partners must be prepared to answer a alter the number of staff / call higher volume of calls and be available to answer calls as centre opening times for launch soon as they are technically live on launch day. day? Apple recommends for the Partners to give the training to their customer care agents approximately 5 days prior to launch When should Partners give their day. This is to avoid any leaks before launch. If a Partner is Apple Pay training to their already live in the market and they are launching a new part of customer care agents? their portfolio, Apple still recommends Partners to provide any additional training to their customer care agents approximately 5 days prior to launch day. Partners should cover all topics in the ‘Suggested Minimum What should be included in Training Topics’. Please see Partner Training Preparation Partners customer care training? section. 17 fi Issue Resolution and Escalation By the end of this topic Partners will understand the following: Apple’s technical priority levels How to escalate issues to Payment Network supporting on-boarding All actions that need to be undertaken before launch via the Issue Escalation and Resolution checklist Introduction Apple has different priority levels that are assigned to technical issues. These are described below and should be understood by Partners. Partners must also understand who to reach out to within the payment network supporting their on-boarding for different issues or enquiries about the Apple Pay service. Apple Technical Prioritisation Levels This table outlines the four prioritisation levels Apple gives to technical issues. Partners should ensure they understand these different levels and mirror these internally when escalating to the Payment Networks. 18  APPLE APPLE RESOLUTION PRIORIT HOW APPLE RESPONSE EXPECTATION HOW APPLE Y LEVEL MEASURES ACKNOWLEDG DESCRIPTION MANAGES THE THE EMENT SLA ISSUE ISSUE AND UPDATE FREQUENCY Provisioning is blocked or failing across 1) all PNOs/Issuers, 2) single PNO, or 3) Top Tier Issuer Perception of for a country, region, or worldwide. the rate of Must Transactions are blocked or failing failure Dedicated Help Line acknowledge P0 across 1) all PNOs/Issuers, 2) increasing Advisor manages Immediate. within 15 single PNO, or 3) Top Tier Issuer exponentially ticket until resolved. minutes. for a country, region, or worldwide. and trending Perception is the rate of blocking up. is increasing exponentially and trending up. Provisioning is intermittently failing for PNO and/or Issuers for a country, region, or worldwide. Transactions are intermittently failing at Point-of-Sale and/or in- Perception of App for a PNO/Issuers for a the rate of Immediate. After Must country, region, or worldwide. failure Dedicated Help Line Two (2) hours, acknowledge P1 Provisioning or Transactions are increasing Advisor manages Executive within 15 failing for a lower Tier Issuer exponentially ticket until resolved. communication minutes. overall. Perception is the rate of and trending kicks-in. blocking is increasing up. exponentially and trending up. Excludes singular Point-of-Sales or in-App transactions that are incidents isolated to the merchant. Customers Expect these affected not to escalations to often Case is opened exceed a come from upon customer speci ed Prompt resolution Customer Care and call. Case is threshold. in a timely managed within the followed to Issue is manner is AppleCare resolve perceived to necessary to Provisioning is blocked for a structure. However, customer’s be related to retain a positive single or multiple customers AND/ some issues many issue. If the recently customer OR payment transactions are come from the Help customer care purchased relationship. If P2 blocked for a single or multiple Line in which an organization device, technical support customers. Business is NOT Advisor will open an deems it confusion or ticket is opened, stopped, the issue is not Espresso ticket appropriate to lack of diagnosis & widespread or escalating. (Apple internal tool) open a technical information resolution is and set the priority. support ticket of regarding the expected within The ticket is the same priority, state of card in seventy-two (72) escalated to the acknowledgeme Apple Pay, or hours. Workgroup nt is within 24 other customer responsible for the hours. experience application. issues. 19 fi  Prompt resolution in a timely manner is necessary to Expect these Case is opened retain a positive escalations to often upon customer customer come from call. Case is relationship. If a Customer Care and followed to technical support managed within the resolve ticket is opened, AppleCare Issues that relates to the customer’s diagnosis & Not time structure. However, customers ability to understand issue. If the resolution is critical - the some issues many how to use the application. Issues customer care expected within impact to the come from the Help that can often be resolved by the organization thirty (30 ) days. P3 user is Line in which an Help Line or Customer Care deems it If the issue is iOS inconvenience Advisor will open an Advisor. Issues that require appropriate to software or or lack of Espresso ticket re nements in the user interface open a technical hardware related adoption. (Apple internal tool) (UI). support ticket of (and does not and set the priority. the same priority, involve a device The ticket is acknowledgeme replacement), the escalated to the nt is within resolution may Workgroup seventy-two (72) be scheduled responsible for the hours. with a formal application. software update or revision in the hardware for a future date. System Status Page Live on apple.com is the System Status page (https://www.apple.com/support/systemstatus/). This gives customers a view on the status of the different services Apple provides. Apple will update support communication site if customers are impacted by an outage. Partners should inform Apple Pay Business Operations of any planned outages / issues that would effect customers adding or using their cards, who will assess if this should go onto the System Status page. 20 fi 21 Production Support Checklist Partners should use the below checklist to ensure issue resolution and escalation readiness for launch: Partner has thorough understanding of Apple’s technical prioritisation levels Partner has thorough understanding of how to escalate to their payment networks FAQ A partner should understand the levels that Apple attach to technical issues so that they can integrate these priorities when creating their own internal prioritisation levels for their Why does a partner need to Apple Pay launch. This provides partner with a better understand Apple’s technical knowledge of how quickly different issues should be prioritisation levels? addressed and thus resolved. The Payment Network who supported a Partners on-boarding will also be aware of Apples’ priority levels to support the escalation process where required. Partners should escalate all issues directly to their Payment Who should partners escalate to Network who supported their Apple Pay launch. Before if they experience issues? launch, Partners should ensure they thoroughly know who to reach out to for different issues. 22  Fee/Billing Reporting & Invoicing By the end of this topic Partners will understand the following: The Fee/Billing Reporting structure: the fee/billing report itself and where/when to send it using the online tool: PartnerConnect The Invoicing Process All actions that need to be undertaken before launch via the Fee / Billing Reporting and Invoicing checklist Introduction Based on established commercial agreements between Apple and the Partner, Apple will invoice Partners based on the described fee structure. Apple requires the Partner to self-report transactions, spend, and tokens along with the calculated amounts to be billed to Apple on the scheduled dates outlined in the agreements. Partners are to upload this report to a web based tool called PartnerConnect. Apple will then send an electronic invoice to the Partner based on this report. Overview Outlined below is a step-by-step guide to the fee reporting & billing process that partners must complete on a monthly basis. Step 1. Partners must capture transaction fees for the reporting month and ll in the Apple Pay Fee/Billing Report Template (in local currency). Capture Transaction Fee Step 2. Partners must upload this report by the 10th business day of the month (unless contractually agreed otherwise) to PartnerConnect. Step 3. Partners will receive an electronic invoice from Apple (in local currency or USD following the Issuer contract terms). 23 fi  Step 4.Partners must pay Apple within 30 days (from the date of invoice) to the bank account identi ed on the invoice (in local currency, unless the contract states otherwise.). Step 5. After payment has been initiated, Partners must send a remittance con rmation to Apple Finance (including invoice number / amount / currency / account). Apple Finance remittance details found below. Fee / Billing Report The report required by Apple is called the Fee / Billing Report and is due monthly by the 10th business day of the month. Partners can submit their Fee / Billing Report utilising a template outlined below. The report should be submitted to PartnerConnect monthly - a secure web-based tool (see more information about PartnerConnect below). From this report Apple will issue an electronic invoice to Partners. Partners should note that this exact template must be used monthly - Partners must not alter the format in any way. If there are any errors in the template this will be agged to Partners during the upload process to PartnerConnect. Partners must also ensure that they ll in every section of the template. PartnerConnect can take a few weeks to set up for new Partners. If Partners are yet to receive their set-up email invitation, they should send their Fee/Billing Report to apple-pay- [email protected]. Contractual Fees Within the main Issuer Agreement, Partners are required to pay monthly and quarterly fees. Monthly Fees - Apple charges monthly service fees for every Credit and Debit Apple Pay transaction at both point of sale and remote (e-commerce). The fee is calculated as a % of the transaction amount (in the currency outlined in the contract). Partners are to provide these fees monthly (10th business day of the month) to Apple in the fee/ billing report outlined below. 24 fi fi fi fl  NB: these are DPAN based fees. Example of POS fee calculation (A) Number of POS Apple Pay 10 Not used to calculate the fees Transactions (B) Total value of POS Apple pay Total value of POS transaction spend €50 Transactions amount used to calculate fee (C) Fee (calculated based on the 0.X% Fee outlined in contract value of the total transactions) = Total value of POS Transaction = Total Value of POS Transaction Fee Calculation Forumla multiplied by the basis points outlined (B) x Fee (C) in your contract Example Calculation Formula = €50 x 0.X% Example of Remote (e-commerce) fee calculation (A) Number of Remote Apple Pay 10 Not used to calculate the fees Transactions (B) Total value of Remote Apple Total value of Remote transaction €100 pay Transactions spend amount used to calculate fee Fee outlined in contract. The Remote (C) Fee (calculated based on the 0.X% (POS fee) + 0.Y% (Remote fee) fee is an additional fee on top of the value of the total transactions) POS fee. =Total value of Remote Transaction = Total Value of Remote Fee Calculation Forumla Spend Amount multiplied by the basis Transaction (B) x Fee (C) points outlined in your contract Example Calculation Formula = €100 x (0.X% + 0.Y%) Quarterly Active Fees - Apple charges a quarterly ‘active card’ fee: this is a xed amount (amount and currency outlined in contract) per FPAN to be calculated and charged on the rst Business Day following the end of each calendar quarter. NB: These fees are FPAN based. An ‘Active Card’ is any card (FPAN) that has been used 1 or more times in the reporting quarter on Apple Pay. Partners are to report these fees to Apple in the Fee/Billing Report Template on a quarterly basis (e.g. these fees are included in the Fee/Billing Report due in January 2022 for the previous quarter active fees of October, November, December 2021). Please see the fee calendar below for further information on what months to report these fees. 25 fi fi  An Active Card is de ned as an FPAN that has been used for an Apple Pay transaction one or more times in the given quarter. Example of Quarterly Fee Calculation (A) Number of Active Cards in 100 Used for the calculation Quarter (B) Fee ( xed fee per active card) €X per active card Fee outlined in contract =Total Number of Active Cards = Number Active Cards (A) x Fee Fee Calculation Forumla multiplied by the fee outlined in your (B) contract Example Calculation Formula = 100 x €X Apple Pay Fee/Billing Report Template: Below is a screenshot of the Fee/Billing Report that Partners are to send to Apple monthly. Fields Required in the Summary of Fees Report Below are the details of each eld on the Partner Fees Report that needs to be completed monthly. NOTE - Partners must use this exact template monthly and upload to PartnerConnect. Partners should not amend the format of the template at all. This will cause errors during the upload process to PartnerConnect. Partners must also ensure to complete all elds of the report template. NOTE - If a partner wants to receive more than one invoice from Apple they must identify a second PO number on the fee report against the applicable fees. NOTE - the Active Debit & Credit Card Fees are due once a quarter (the month after the quarter is complete : April,July, October)) 26 fi fi fi fi Field Data Frequency E.g. Partner Name Name of the Partner institution Monthly Bank of Mars Posting Cycle The dates of the reporting month Monthly 01/04/22-30/04/22 Currency Local currency of the Partner (e.g. USD, CAD, Monthly EUR GBP, etc) Reported Month Select from the drop down menu the reporting Monthly June month Debit & Credit Card Please select this from the drop down menu. Monthly 75000 Service Fee Please see contract for fees per transaction. InApp Credit & Debit Please select this from the drop down menu. Monthly 250000 Service Fee Please see contract for fees per transaction. Debit & Credit Active Please select this from the drop down menu. Quarterly 25000 Fee Please see contract for fees per active card. This fee is FPAN based. PO (Purchase Order) Cross reference number for the invoice for Monthly P01234 Number Partner reference only. Partner to form number and provide. Note - if a partner wants only one invoice from Apple they must put the same PO number for all fees on the report. If they would like certain fees on a second report report (e.g. Credit fees on one invoice and Debit fees on another) partners must identify a second PO number and reference this against the fees applicable. Submit Date Date that the fees were submitted for processing Monthly 10/21/2022 Calculated Total Fees Total fees due from the Partner to Apple (will be Monthly 3672750 the amount on the invoice) Monthly VS Quarterly Fees Fee Calendar Partners are to report Debit and Credit service fees (point of sale / Ecommerce) monthly, and Debit and Credit active fees quarterly. See below the calendar outlining the fee reporting structure and report examples. 27 Financial Reporting Month Debit/Credit Debit/Credit Active Month Quarter Month Submitting to Service Fees Fees Reported receive PartnerConnect Reported invoice from Apple Quarter 1 October November Yes No November November December Yes No December December January Yes Yes (fees for October, January November, December) Quarter 2 January February Yes No February February March Yes No March March April Yes Yes (fees for January, April February, March) Quarter 3 April May Yes No May May June Yes No June June July Yes Yes (fees for April, May, July June) Quarter 4 July August Yes No August August September Yes No September September October Yes Yes (fees for July August, October September) Fee Report Examples Service Fees Report Example: The below example is what the Fee/Billing report should look like on the months when Partners are reporting only Debit/Credit service fees to Apple. 28 Service Fees & Active Fees Report Example: The below example is what the Fee/Billing report should look like on the months when Partners are reporting Debit/Credit service fees, and Debit/Credit active fees to Apple. As the Fee calendar above outlines, these fees are due quarterly along with the monthly service fees. NOTE - If a partner wants to receive more than one invoice from Apple they must identify a second PO number on the fee report against the applicable fees. NOTE - Partners must use this exact template monthly and upload to PartnerConnect. Partners should not amend the format of the template at all. This will cause errors during the upload process to PartnerConnect. Partners must also ensure to PartnerConnect PartnerConnect is an Apple approved secure web-based tool that Apple Pay Partners upload the monthly fee reports to. Apple then electronically invoices Partners based on the fee reports they receive via PartnerConnect. PartnerConnect Set Up: Who gets access to PartnerConnect? For Partners to have access to PartnerConnect, they must identify those contact(s) within their organisation and add these to the FI Approval Form. These contacts will then be passed to Apple. Apple will then trigger an email invitation to the contacts Partners have identi ed. This email invitation directs Partners to our ‘MyAccess’ website where Partners can create a unique login for PartnerConnect. Once Partners create a login they will receive a con rmation email. 29 fi fi  PartnerConnect can take a few weeks to set up for new Partners. If Partners are yet to receive their set-up email invitation, they should send their Fee/Billing Report to apple-pay- [email protected]. If an issuer needs to alter the contacts that have access to PartnerConnect, please email the Apple Invoicing email group ([email protected]) with the request. PartnerConnect User Interface: Once a Partner logs onto PartnerConnect they will have different tabs presented to them. These are located on the top right hand side of the tool (see below): The below table outlines the features in each tab and Partner actions: Tab Tab Details Partner Action Inbox This tab monitors all activity on your account. It is a location N/A where report submission reminders and forum updates are posted. Pro le This tab contains Partners company pro le and key contacts Partners to complete company within the Partner’s organisation that Apple can reach out to. It information and identify a also contains the discussion forum. Partners can submit any business, technical and questions rearing the billing report, payment submission, or production support point of use of PartnerConnect here. contact. Getting Started This tab introduces Partners to PartnerConnect. It provides N/A key resources Partners can leverage about the tool (presentation about PartnerConnect, the fee report template and quarterly fees calendar) and FAQs. This tab also outlines the key email address Partners can use to reach out to Apple if they are experiencing problems with PartnerConnect: apple- [email protected]. File Exchange This tab is where Partners will upload their monthly fee report Partners are to upload their by the 10th business of the month. fee report every month by the 10th business day of the reporting month. 30 fi fi PartnerConnect Fee/Billing Report File Exchange: On a monthly basis Partners are to upload their Fee/Billing Report to PartnerConnect via the File Exchange Tab (see screen show below). Partners are then invoiced electronically based on this Report monthly. This is to be completed by the 10th business day of every month following the below steps: Partners are to click on the Fees Report button. This will prompt a le-upload box to appear. Partners are to upload their Fee Report and click on the submit button. Once Parters click submit one of two things can happen A successful upload is shown by a green check-mark or a failed upload by a red check- mark. A green check-mark is a successful Fee Report submission to Apple. If a Partner is experiencing problems uploading their monthly Fee Report to PartnerConnect - please reach out to [email protected]. NOTE - If a partner is having issues with PartnerConnect, they can write on the forum or email Apple directly to [email protected]. 31 fi Partner to Apple Payment Process Invoicing Process Once the Partner submits their Fee/Billing report monthly to PartnerConnect, Apple will submit the fee information to Apple’s SAP Invoicing system. SAP will generate an electronic invoice based on the payment terms and send that directly (via email) to the Partner. This invoice will be in local currency unless stated otherwise in the Issuers main contract. Once the invoice is received, Partners then have 30 days (unless stated by Apple otherwise due to Applicable Law) to make the payment to Apple from the date indicated on the Invoice (to the bank account details on the invoice). Apple recommends to ensure payment is made within 28 days to avoid any delay in the payment reaching Apple’s account. Who receives the electronic invoice? Apple will set up an Issuer for invoicing based on the information that the partner completes on the FI Approval Form. Partner is requested to provide a maximum of 2 emails and a group email address that will receive the electronic invoices monthly. If the partner needs to alter the contacts that receive the electronic invoices, please email the Apple Invoicing email group (Apple-Pay- [email protected]) with the request If an issuer needs to alter the contacts that receive the electronic invoices, please email the Apple Invoicing email group ([email protected]) with the request. 32  Partner to Apple Payment Process - 3 key points to understand! Partners must pay Apple within 30 days (unless stated otherwise in the Issuer main contract) from the date of the invoice to the bank account detailed on the invoice. This payment to Apple must be in local currency (as invoiced) unless stated otherwise in the Issuers main contract. Apple recommends to ensure payment is made within 28 days to avoid any delay in the payment reaching Apple’s account To ensure that a Partners payment to Apple is successful, there are 3 key points to ensure are understood: 1) Firstly, Partners must make sure they have the correct bank account details for Apple Pay monthly payments. 2) Secondly, Partners must add in all the necessary information in the payment reference. 3) Finally, Partners must send an email remittance con rming payment to Apple to the correct Apple remittance email address. Further details of all of these steps are outlined below. Apple Bank Account Information for Apple Pay: Partners must ensure that they are making their monthly payments into the correct Apple bank account that has been assigned for Apple Pay payments. As Apple invoices are created at a market level, the bank account identi ed on the invoice may not always be the correct one/written on the invoice for Apple Pay purposes. If a Partner needs any additional information speci ed on the invoice outlining the payment process (e.g. con rming the month of Apple Pay activity, or the difference in bank account information) they can add this into the ‘Notes’ section of their Fee/Billing Report. This text will then be re ected on the invoice provided by Apple. Partners should ensure that they receive the con rmed Apple Pay bank account information from Apple. This will come in the form of an of cial Apple letterhead document con rming the bank account details. Payment Reference Information: To ensure that Apple can locate and route payments from Partners successfully, Partners must ensure they include the following information in the payment reference for every monthly payment: Partners must remember to quote the word “TERM” followed by their “Customer Number” (this can be found on the invoice) E.g. “TERM1234567” Partners must quote their invoice number (this can be found on the invoice) 33 fl fi fi fi fi fi fi fi  Apple Finance Email Remittance Email Addresses In order for Apple to successfully locate payment, Partners must send a remittance email to Apple once payment has been processed. In this email the Partner should con rm the invoice number(s) / value / currency / bank account used. Customer must provide the subject matter of the email in the following format for all payments: Remittance Advice: Company Name - Account Number - Amount Paid - Date Eg: Remittance Advice - ABC Ltd - 123456 - RUB 158,320.10 - 04.03.2022 See all of the EMEIA Apple Finance remittance email addresses below (note these are all Apple EMEIA Finance remittance email addresses - not speci c for Apple Pay activity): Country Remittance Email Spain [email protected] Portugal [email protected] UK [email protected] Switzerland [email protected] Germany [email protected] Austria [email protected] Sweden [email protected] [email protected] Norway [email protected] Denmark [email protected] Iceland [email protected] Ireland [email protected] Belgium [email protected] Netherlands [email protected] Italy [email protected] France [email protected] ALL OTHER NON EU [email protected] MARKETS: Fee Reporting & Billing Checklist Partners should use the below checklist to ensure Fee Reporting readiness for launch: Partner has received the Fee/Billing report template and determined its achievable (Partner can con rm they can meet all of the requirements with no gaps ahead of launch) Partner understands the monthly reporting structure to Apple via PartnerConnect Partner understands the when the rst month of Fee Reporting is due ( rst month after launch). 34 fi fi fi fi fi fi  Partner understands they are to report and pay in local currencies Partner understands where they are sending funds each month and con rms technically able to do so FAQ Partners rst month of fee reporting is due the rst month When is the rst fee reporting after launch. For example if a Partner launches on the 15th month after launch? May the rst reporting month would be the 10th business day of June. Where should partners send the Partners should upload the report by the 10th business day of fee report monthly? each month to PartnerConnect. How often do Partners report the The Service fees section of the Fee Report (POS and In App) service fees? are to be reported monthly. The Active Card Fees section of the Fee Report are to be How often to Partners report the reported quarterly. For example, the active fees of Q1 2022 Active card fees? (January, February, March) are to be reported in April’s Fee Report. The PO Number is the number that will be referenced on the invoice Apple will send in response to the Fee report sent by What is the PO Number? the Partner. This is a mandatory eld in the Fee Report template. The format is completely up to the Partner.(max 15 characters). What currency should Partners Partners should report in local currency report in? Partners must rst convert these amounts in the local What if a Partner has cards on currency states in their commercial agreement. They must which transactions are use the conversion rate of New York Bloomberg on the day of processed in other currencies? making the report. If a partner has portfolios with more than one Card scheme Yes - Partners should report all numbers in one report. available should they be reported in the same report? It is recommended that you use individual email addresses for PartnerConnect instead of a general/group one. This is For PartnerConnect access, on because PartnerConnect will hold sensitive nancial the Issuer Invoice document, can information. If the login credentials get shared, anyone can an Issuer identify group/generic access the portal and view your billing reports. Apple can email addresses? invite up to six individuals to the portal. Issuers must identify 35 these contacts on the ‘Issuer Invoicing Document’ that is sent back to Apple before launch. fi fi fi fi fi fi fi fi  Should partners only report Yes - Partners should only report settled transactions, not approved transactions? auth transactions. If there is a transaction which was approved and subsequently Yes - Partners should remove refunds or reversals for the reversed, should the transaction reporting period. be excluded from the report? The easy way to de ne the active card is as such: Any FPAN that is used to transact (and settle) at least 1 time on the platform within the quarter. This therefore includes cards How should Partners de ne that completed a transaction in the past quarter that are still Active Card to work out the active at the end of the the quarter, plus cards that quarterly active fees? completed a transaction in the quarter which are now no longer active (i.e cards at the end of the quarter that have been suspended/deactivated) If the partner has separate contract with additional entity: Partner should provide a separate report for each country they are live in local currency. Partners will need to ll in the invoicing information for each country. Partners will If a Partner is live with Apple then set up separate PartnerConnect access for each Pay in more than one market market and receive multiple invoices based on these should they provide individual reports. Fee Reports for each country? If the partner has country addendums under the main entity:Partner should aggregate the reporting in the main contract entity account. 36 fi fi fi Performance Reporting & Analytics By the end of this topic Partners will understand the following: The Performance Reporting structure: the Performance Report itself and where/when to send the report All actions that need to be undertaken before launch via the Performance Reporting & Analytics checklist Introduction Based on established commercial agreements between Apple and the Partner, Partners are to send Apple monthly Performance reports by the 10th business day of each month to PartnerConnect. It is therefore of high importance that Issuers understand the Performance Report template and understands the metrics that may be requested. Apple uses the Performance Reports provided by Partners to help us understand customer adoption. Apple is primarily interested in the number of cards and tokens that are provisioned, how often they are suspended or deleted to derive an aggregate of cards and tokens that have provisioned with a Partner. Apple analyses that data through services logs, but looks to verify these numbers with Partners who generally know the most current state of the overall business. Apple is blind to what customers do with their provisioned cards in Apple Pay, this is by design. Apple is dependent on Partners to help understand at an aggregate level usage and adoption which is the focal point of most reporting. Resources Performance Report Template This document is the template of the Performance Report that Partners are contractually obliged to provide to Apple. This document is to be provided to Partners via their Payment Network supporting Apple Pay on-boarding. 37  This document is the template of the Performance Report that Partners are contractually obliged to provide to Apple. This document is to be provided to Partners via their Payment Network supporting Apple Pay on-boarding. Overview Reports - Metrics, Usage Frequency, Declines, Fraud, Merchant Reporting & Acquirer Metrics (Acquirer metrics only if stated in contract) When - Monthly (by the 10th business day of each month) Where - Partner uploads Performance Report to online tool Partner Connect by 10th business day of month Performance Reporting Requirements There are 5 tabs in the Performance Report excel template that Partners must ensure they fully understand before launch. (Partners please refer to the Main Issuer Agreement to con rm any further reporting requirements). This section will go through in detail each tab to ensure complete understanding and readiness before launch. Partners should note that this exact template must be followed - Partners must not alter the format in any way. Partners must also ensure they follow the exact format of the cells and metrics they are providing (for example percentage cells (%) should be in the percentage format). If there are any cells that do not apply to Partners, they must leave these blank (do not input N/A or any digits). Metrics Below is a screenshot of the template of the metric tab within the MI Report and the de nitions of each metric. 38 fi fi  Field De nition Frequency Monthly Count of settled DPAN transactions for the reporting month. Monthly DPAN transaction count Please note the currency of this report must be in the local currency Volume spend of settled DPAN transactions for the reporting Monthly Monthly DPAN spend month % of POS DPAN transactions Monthly out of the monthly processed % split of POS (Point Of Sale) settled transaction count DPAN transactions % of Remote DPAN transactions Monthly % split of Remote (in-App, Apple Pay on the web) settled out of the monthly processed transaction count DPAN transactions % of POS DPAN spend amount Monthly out of the monthly processed % split of POS (Point Of Sale) settled transaction spend DPAN transactions % of Remote DPAN spend Monthly % split of Remote (in-App, Apple Pay on the web) settled amount out of the monthly transaction spend processed DPAN transactions Monthly All DPANs successfully provisioned since launch onto Apple Pay, excludes all in-active, pending, suspended and deleted Total Available DPANs tokens. These are the tokens that are available for use on Apple Pay as of the end of the reporting month. Monthly Count of total DPANs with 1 or more Apple Pay transactions Monthly Active DPANs within the reporting month Monthly Active DPAN Rate Ratio of Monthly Active DPAN over Total Available DPANs 39 fi  NOTE - Partners must use the exact Performance Report and send to Apple by the 10th business day of each month to PartnerConnect.. Partners should not amend the format of the template at all and the format of the cells should mirror the metrics provided (for example percentage cells (%) should be in the percentage format). If there are any cells that do not apply to Partners, they must leave these blank (do no input N/A or any digits) NOTE - Weighted Average Reference Formula for Metrics Sheet For cell E9 =sumproduct(B9:D9,B7:D7)/sum(B7:D7) For cell E10 =sumproduct(B10:D10,B7:D7)/sum(B7:D7) or = 1-E9 For cell E11 =sumproduct(B11:D11,B8:D8)/sum(B8:D8) For cell E12 =sumproduct(B12:D12,B8:D8)/sum(B8:D8) or =1-E11 40 Declines This reports looks at the monthly decline metrics. For both POS / Remote transactions, Partners must report the total transactions, the number of declines and the Issuer decline rate %. All of these metrics must be grouped by transaction size. Below is a screen shot of this tab in your reporting template and some helpful de nitions (this template also appears in the reporting exhibit of your Issuer Agreement). Partners must report the declines in Euros. Partners who report in another currency should exchange into Euros using their own FX rate on the close of day on the last day of the month to complete this report. NOTE - Partners must report the declines in Euros. Partners who report in another currency should exchange into Euros using their own FX rate on the close of day on the last day of the month to complete this report. NOTE - Partners must use the exact Performance Report and send to Apple by the 10th business day of each month to PartnerConnect.. Partners should not amend the format of the template at all and the format of the cells should mirror the metrics provided (for example percentage cells (%) should be in the percentage format). If there are any cells that do not apply to Partners, they must leave these blank (do no input N/A or any digits) 41 fi  Field De nition Frequency Count of declined transactions - this is where the issuer declined the Monthly transaction, i.e. it is not a failure. Examples of declines are Daily Limits Declined Transactions Exceeded, Unable to Authorize, No Accounts, Card Status Suspended, Over Credit Line, Low Funds, Invalid Pin, Expired Card, Cardholder Authorization File, Delinquent Account etc. Overall decline rate percentage across the issuer's portfolio, including Monthly other non-Apple Pay products such as plastic cards, etc. Issuer Decline Rate Partners must report the declines in Euros. Partners who report in another currency should exchange into Euros using their own FX rate on the close of day on the last day of the month. Fraud This reports looks at the monthly fraud metrics. Below is a screen shot of this tab in your reporting template and some helpful de nitions (this template also appears in the reporting exhibit of your Issuer Agreement). 42 fi fi  Field De nition Frequency Monthly Fraudulent POS Count of settled Fraudulent POS (Point of Sale) DPAN transactions con rmed in Monthly DPAN Transactions the reporting month Monthly Fraudulent Remote Count of settled Fraudulent Remote (in-App, Apple Pay on the web) DPAN Monthly DPAN Transactions transactions con rmed in the reporting month Monthly Fraudulent POS Volume spend of settled Fraudulent POS (Point of Sale) DPAN transactions Monthly DPAN Spend con rmed in the reporting month Monthly Fraudulent Remote Volume spend of settled Fraudulent Remote (in-App, Apple Pay on the web) Monthly DPAN Spend DPAN transactions con rmed in the reporting month Monthly Fraudulent POS Volume spend of settled Fraudulent POS (Point of Sale) DPAN transactions Monthly DPAN Spend - Friendly con rmed in the reporting month, that is classi ed as Friendly Fraud - where an Fraud authorized party made the provision (i.e. cardholder or cardholder's family) Volume spend of settled Fraudulent Remote (in-App, Apple Pay on the web) Monthly Monthly Fraudulent Remote DPAN transactions con rmed in the reporting month, that is classi ed as Friendly DPAN Spend - Friendly Fraud - where an authorized party made the provision (i.e. cardholder or Fraud cardholder's family) Volume spend of settled Fraudulent POS (Point of Sale) DPAN transactions Monthly Monthly Fraudulent POS con rmed in the reporting month, that is classi ed as Hostile Fraud - where the DPAN Spend - Hostile Fraud provision was made by an unauthorized party (i.e. stolen credit card details) Volume spend of settled Fraudulent Remote (in-App, Apple Pay on the web) Monthly Monthly Fraudulent Remote DPAN transactions con rmed in the reporting month, that is classi ed as Hostile DPAN Spend - Hostile Fraud Fraud - where the provision was made by an unauthorized party (i.e. stolen credit card details) Monthly Fraudulent DPANs Monthly Count of total Fraudulent DPANs that were con rmed this month Detected Cumulative Total Fraudulent Monthly Count of total Fraudulent DPANs that were con rmed since launch DPANs Detected Monthly Fraudulent Devices Monthly Count of total Fraudulent Devices (SEIDs) that were con rmed this month Detected Cumulative Total Fraudulent Monthly Count of total Fraudulent Devices (SEIDs) that were con rmed since launch Devices Detected TIP - Friendly vs Hostile Fraud Example Friendly fraud is where someone known to the customer (e.g. family member) has gained unauthorised access to the card / token and the customer reports it as fraud. E.g. child adds parent’s card to Apple Pay, or uses parent’s existing token to make purchases. In these cases, the bank might not refund the losses to the customer. If you report this as fraud, we would like to see it separately in the report. Hostile fraud is where a 3rd party uses compromised card / account / customer details to add a card to Apple Pay e.g. someone completely unknown to the customer uses compromised details to add card to Apple Pay, then attempts to pass call centre security or intercept SMS OTP. If the activation is successful there will usually be fraudulent transactions on the token. This could be detected by the bank’s fraud systems (at the time of provisioning or transaction) or by the customer calling the bank when they do not recognise a transaction. If a Partner foes not have a separate fraud type indicator then they should report all fraud under hostile fraud. 43 fi fi fi fi fi fi fi fi fi fi fi fi fi fi fi fi fi Usage Frequency This reports the frequency histogram of users transactions in aggregated groupings for each period by reporting the total percentage of each aggregate group compared to the whole. Below are tips and a screen shot of this tab in your reporting template (this template also appears in the reporting exhibit of your Issuer Agreement). Partners need to ll in this table, identifying the number of transactions the total number of available DPANS have made in the reporting month. The active DPAN rate is calculated as =sum(B:K)/sum(A:K). The available DPAN count de ned as DPAN provisioned and available for transacting. Please note the currency of this report must be in the local currency of the Partner. TIP: The total available DPAN count would match the number Partners have reported in the Metric Tab of the MI Report. NOTE - Partners must use the exact Performance Report and send to Apple by the 10th business day of each month to PartnerConnect. Partners should not amend the format of the template at all and the format of the cells should mirror the metrics provided (for example percentage cells (%) should be in the percentage format). If there are any cells that do not apply to Partners, they must leave these blank (do no input N/A or any digits) 44 fi fi  Merchant Report This reports the ranking of the top 100 Apple Pay merchants and the Apple Pay Spend / Count at these merchants. Below is a screen shot of this tab in your reporting template and an example of how this should be completed (this template also appears in the reporting exhibit of your Issuer Agreement). Please note the currency of this report must be in the local currency of the Partner. Example: Glossary In the performance report Excel Spreadsheet, there is a tab named ‘Glossary’. This tab contains de nitions of all of the key metrics that we are asking Partners to report on a monthly basis. If Partners have questions about the de nitions of the Metrics, Apple recommends Partners to refer to this glossary in the rst instance. If questions still arise, please raise the question with your Payment Network. 45 fi fi fi Reporting Process Receiving Partner Reports Partners must provide the Performance Report in the exact template format provided by Apple. If any of the cells / metrics do not apply to a Partner, they must leave the cell blank (do not input any digits / N/A in the cells). Passwords are permitted. Due Dates & Delivery The Performance Reports are are due by the 10th Business date of the month. Reports are to be uploaded onto PartnerConnect. Performance Reporting & Analytics Checklist Partners should use the below checklist to ensure Performance Reporting readiness for launch: Partner has reviewed the commercial agreement reporting obligation internally Partner is ready to deliver the Performance Reports based on these commercials Partner has full understanding of the ve reports and the de nitions of the metrics required Partner understands the reporting structure to Apple 46 fi fi FAQ How often to Partners report the Partners should report their Performance Report by the 10th Performance Report? business day of every month. Does the Monthly Active Metric Yes it does. This metric should include all DPANS whenever include those DPANS that have provisioned that have had 1 or more transactions in the been deleted? reporting month, even if they have been deleted. What is the de nition of the This would be “Completed Transactions” (settled). transaction date? Are the total available DPANS Yes. cumulative? If a partner has portfolios with more than one Card scheme Yes - Partners should report all numbers in one report. available should they be reported in the same report? What should Partners do if they Partners should refer to the Glossary tab of the Performance have questions on the de nitions Report to con rm the de nitions of the reported metric in of the Metrics? question. Where should partners send the Partners should upload the Performance Report onto Performance Report? PartnerConnect. When should Partners report The Partner should report from the day of launch onwards (do from? not include the testing period). If the reversals happen in the next month, we do not require a In the Metric Report, the Monthly restatement of the prior month transactions. If the reversals DPAN transaction count, how happen in the month of reporting (i.e. Jan 1 transaction, Jan should Partners treat reversals? 31 reversal) then these reversals should be netted out of the successful completed transactions. The usage frequency should be based on successful transactions net of reversals in that month. For example, if In the Usage Frequency report, an available DPAN made only one declined transaction, it the Available DPAN count, should be in the not used in the current month bucket. should a Partner include declined Similarly, if the DPAN makes one successful and one transactions that have been declined transaction, it should be in the Once (1) in current made in the reporting month? month bucket. If it makes one transaction that is later reversed in that month, it nets out at zero. If the reversal 47 happens in the next month, there is no need to restate fi fi fi fi Launch Planning & “BAU” By the end of this topic Partners will understand the following: What an Apple Pay launch should look like for Partners Apple Pay Launch Requirements What “Business as Usua