Purpose

This article is to provide answers to the frequently asked questions regarding the Age Verification feature available for Stockwell and PicoCooler Vision devices.

Configuration and Settings

1. What 365 products are equipped with age verification technology?
   Currently, this capability is available for Stockwell and PicoCooler Vision.
   
   
2. Can my existing fleet of Stockwell and PicoCooler Vision machines be retrofit for age verification?
   Yes. It requires a simple over-the-air software update to the machine’s Pico payment device. Operators should contact their 365 Sales representative to turn on this feature for their org. Once turned on at the org-level, age-verification must also be turned on by the operator in ADM for desired locations and devices. For detailed instructions, see Stockwell - Age Verification Process Setup.
   
   
3. Do 365 kiosks support age verification?
   Not at this time. This capability is being considered as a future roadmap item.
   
   
4. Can I run home commercials on Picos enabled for age verification?
   No. The age verification screen is a static message. By not rotating from this prompt, it immediately helps inform consumers about the requirement.
   
   
5. Can I change the logo on the Pico home screen set for age verification (i.e. from 365 Retail Markets to “Acme Hotel”)?
   No. This capability is being considered as a future roadmap item.
   
   
6. Local laws/my location have restrictions on the days/times I can sell alcohol and other age restricted products. Are there system settings that control when sales can take place?
   Yes, there is the ability to set the hours of operation from within ADM. If a device with age verification is outside of the set hours of operation, the device cannot be unlocked for purchasing. For further questions regarding this process please reference the article, Stockwell - Age Verification Process Setup.
   
   
7. Can I sell age restricted and non-age restricted products in the same machine?
   Yes, but it is strongly discouraged. To buy a bag of chips, the consumer would still have to go through the CLEAR workflow, and there would be an age-verification cost associated. However, if laws dictate the days/times sales can take place, consider the financial impact and overall consumer experience of limiting access to all merchandise during those times.
   
   
8. Who processes the age verification – is my data secure?
   365 has partnered with CLEAR®, the same entity that manages the trusted traveler program at US airports. Your consumer’s information – license image and selfies, are managed directly by CLEAR®, and not handled by 365.
   
   

Consumer Journey

1. How is the consumer notified that age verification is required to purchase products?
   A short message along with a QR code is displayed on the Pico payment device instructing consumers to verify their age. Operators can also choose to display printed material to further communicate the requirement and process.
   
   
2. What steps does the consumer take to verify their age?
   1. Scan the QR code on the Pico payment device using their mobile phone.
      
      
   2. Follow the authentication steps on the CLEAR® web application (or consumer’s mobile app) that launches. Consumers will be asked to upload a selfie and picture of legal identification such as a driver’s license.
      
      
   3. After age-verification, consumers will present a form of payment to unlock the machine and gain access to products, following the typical transaction journey.
      
      
3. How does the consumer know if their age verification failed?
   
   1. A red notification message will appear at the top of the Pico payment device that reads, “Verification Failed. Scan again to retry.”
      
      
   2. The CLEAR application/website will also show an error message to the consumer on their mobile device that verification failed.
      
      
4. Who should the consumer contact regarding age verification failures?
   1. 365 Retail Markets will act as the first level support and troubleshooting using CLEAR provided documentation.
      
      
   2. If it is an issue pertaining to CLEAR, 365 will route consumer to CLEAR support.
      
      
5. How long does the age verification process take with CLEAR?
   1. The age-verification process takes a few short minutes for first-time users.
      
      
   2. Returning users (as well as those with an existing CLEAR account for air-travel) will experience a shorter verification time.
      
      
6. Does the consumer have to download the CLEAR app and register for an account to verify their age?
   
   1. No. The consumer can age-verify themselves via the CLEAR mobile website.
      
      
   2. Also, if the consumer has an account with CLEAR they can log in and bypass steps for uploading identification, shortening verification time.
      
      
7. How long does the consumer have to present payment to start the transaction once the age verification process is complete?
   About 30 seconds. As time ticks down, an on-screen message asks if they need more time. If time runs out and they did not select “YES,” the consumer will need to go through the verification process again.
   
   
8. If the consumer initiates age verification by scanning the QR code but does not complete the process with CLEAR will the transaction time out?
   No. The transaction must be cancelled on the Pico for a new session to be enabled. Otherwise, Pico devices reboot every 24 hours and will automatically launch a new session then. Timeout functionality will be addressed in a future release.
   
   
9. What if the consumer cannot reach the CLEAR® web app because of poor service?
   The consumer will need to wait until network connectivity is restored to continue with the age verification process.
   
   

Payment

1. What is a Pre-Auth?
   A pre-authorization (Pre-Auth) is a temporary hold on a user’s card to ensure they have a verified payment method with available funds. 365 applies pre-auth transactions to its controlled-access products.
   
   
2. Why is a Pre-Auth important?
   A pre-auth protects the operator by limiting the financial exposure they have when deploying an unattended, controlled-access retail solution that accepts cashless payments.
   1. The Pre-Auth value sets a minimum amount of funds that must be available on a consumer’s card before they can access the cabinet/cooler. The pre-auth value is communicated to the user on the device display. If the customer does not have enough funds available to meet the pre-auth set, they will be denied access.
      
      
   2. If the final purchase amount exceeds the amount pre-authorized for transaction, 365 will attempt an incremental authorization for the additional amount, using the card presented by the consumer when unlocking. Incremental authorization handling is dependent on card issuer and payment type, with varying incremental caps in place.
      
      
3. Does my 365 device enabled with age verification come with a default Pre-Auth amount?
   All 365 controlled-access products will come preset with a pre-auth amount of $10.00 in your local currency. Operators can adjust this pre-auth amount at any time, and it is recommended this is evaluated regularly to ensure the most accurate transaction avg. value is being used.
   
   Because sales receipts will typically be higher in machines selling age restricted products compared to those stocked with snacks and beverages, we recommend increasing this default amount in ADM.
   
   
4. How much should I set my pre-auth amount to?
   
   1. For age-verified coolers, it is recommended to set the pre-auth to $100 to cover purchases of alcoholic beverages that tend to be more expensive, and often bought in multiples for a group of people.
      
      
   2. For more FAQs and recommendations on pre-authorization settings see the Stockwell 2.0 - US and International - FAQ.