At PayJunction, we realize that this is a difficult time for our country and the world.
By now you have been flooded with emails regarding continuity plans, so we’d like to provide you with the most relevant information first.
In particular, we discuss new product features that will actually help protect you and your customers from the spread of germs, merchant impacts, and systems.
New Features to Keep Your Staff and Customers Safe
PayJunction is working to protect you and your customers from unnecessary germs. The World Health Organization (WHO) has advised everyone to “use contactless payments to reduce the risk of transmission” of COVID-19. Additionally, the WHO has cautioned that paper money can be contaminated with the virus. For these reasons, we encourage all businesses to use customer-facing terminals that support contactless transactions.
PayJunction’s Smart Terminal is a customer-facing terminal that offers the ability to complete a transaction without ever touching the terminal itself. Your customers do not need to touch the terminal as long as they use a contactless payment method such as Apple Pay or a contactless card. Additionally, with a customer-facing terminal, cards remain in the hands of consumers, minimizing your staff’s contact with the virus. Click here, to learn more about our ZeroTouch Terminal.
In an effort to limit the number of people that interact with each other on a daily basis, major restrictions for the general public have been announced in cities throughout the country. For this reason, businesses across all industries have been impacted. Businesses such as gyms, restaurants, travel, entertainment events and others have been impacted particularly hard.
As businesses are impacted by market events caused by COVID-19, we are providing a step by step process for merchants to remain current with their billing. Instead of receiving a bill at the end of the month, you just make small daily payments; i.e. pay for what you process as you go. This is also known as daily discount. This does not change or impact rates, it's simply pay as you go.
Guidance for Industries on Hold
Many government and industry guidelines have limited merchants' ability to provide their services. This creates a challenge for businesses and customers to work together on transactions that are not complete or not delivered yet.
We realize your customer may ask for refunds or issue chargebacks. As an alternative, we are providing you with actionable steps you can take to care for your customers and your business alike.
For those seeking refunds, we recommend that you provide your customers with other positive alternatives they may be open to:
- Communicate new timelines for completion or delivery of your service. Let your customers know that services are set to resume once restrictions ease, and they will be first on the list to receive their services.
- Assure customers services will be rendered at such time.
- If necessary (and possible), consider offering a credit towards additional services for customers who choose to accept a new timeline for delivery of services.
- Other options include offering a discount off services to ease tensions surrounding a delay of delivery.
- Prior to issuing a refund, ask the customer if they have any terms they can offer that may provide a workable alternative in lieu of a full refund.
- Understand the tone of your customers; some transactions may simply be better to refund (than unduly upset a person that may also be in a difficult situation).
Holds on Future Delivery
Our company is required to ensure that customers purchasing goods from a business will receive what they have paid for, or receive a refund from the business if warranted. The card associations set the rules by which a customer may dispute a credit card transaction with a business. Usually, if a customer does not receive the products they have paid for, or the product or timelines for delivery are different than what the customer agreed to, a customer may initiate a dispute. If your industry is adversely affected by COVID-19, it may be necessary to establish a security deposit for continued processing and to ensure association rules are being met.
Our risk department is here to offer guidance and work to keep your transactions processing. We understand these are unprecedented times and we will do everything we can to help your business return to normal as soon as possible.
Systems and Workforce
We have quickly implemented social distancing and transitioned the majority of our staff to a remote workforce. Team members have secured systems and private network connections to safely provide you with customer service.
Our processing systems are fully operational. Multi data centers make the risk of downtime extremely low, and we are confident in our ability to deliver services.
In Trying Times, We Must Pull Together
For the good of all, it’s more critical than ever that we work together with care and compassion. Our staff will work tirelessly to face the challenges ahead with you.