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COVID-19 Customer Resource Centre

If your business has been impacted by the COVID-19 pandemic and you are experiencing significant financial pressures or challenges to how you operate, we’re here to help. If you can’t find what you’re looking for our customer support team are on hand 24/7

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We're here to help

We are committed to supporting you and your business through these unprecedented times. In this area, you’ll find a range of advice, offers and practical tips to help as we face this together.

Our current focus includes:

  • Doing the right thing for our employees, partners and customers to ensure the continued health and safety of our colleagues and customers. We have taken steps such as reducing in-person meetings, allowing for remote working flexibility and relying on technology to keep in touch with each other and you. Much of this is already what we do, but we also will continue to be flexible and understanding of your needs and are sensitive to the impact of the current market environment.
  • The continuity of our service is critical to our customers and the broader marketplace. Our response efforts are coordinated by a centralised command centre, overseen by our chief risk and operational risk officers, with all key teams together to streamline our response focusing on employee and workplace health and safety, business continuity, communications, and mitigation of potential or actual business impacts.
  • We are constantly reviewing our continuity plans to ensure continuous delivery of critical processes, including those directly supporting our customers, who have been provided with the tools and best practice so they can effectively work from home.
  • We’ll continue being the reliable business partner you’ve come to trust and are looking at how we can continue to support you in this dynamic environment. The continual delivery of critical payment services is the focus and foundational basis of our strategic planning.

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Accepting card payments over the phone

Taking card payments over the phone and offering contactless delivery to your customers provides a quick and easy way to accept orders anytime, anywhere using your standalone terminal or virtual terminal.

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Going contactless tips and advice

In light of the current COVID-19 environment, the UK payments industry has taken the decision to increase the contactless limit from £30 to £45. Where possible, please encourage your customers to make contactless payments. This will minimise physical interaction with your card machine. In addition, card machines should be thoroughly and regularly cleaned.

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Chargebacks: when people ask for their money back

We are actively working with card brands to bring you the most up to date information in relation to chargebacks. Dispute policies have not changed but we are encouraging our customers to actively manage and attempt to resolve disputes as they arise.

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Keeping your business moving

Many businesses are now changing the way they operate, from doing business face-to-face to online or taking telephone orders. If you are considering a change to online, remote or virtual payments, we have several options to support you at no additional cost

MOTO Virtual Terminal

Take payments over the phone safely and securely anywhere anytime with 24-7 support and built-in fraud screening

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Pay by Link

Generate a unique payment link to a secure payment page and send onto your customers in seconds

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Click and Collect

Set up a virtual catalogue for customers to view and order your products via a customisable click and collect page

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From Bricks to Clicks

Take your business online by creating your own online shopping experience with our all-in-one website + hosting + payments solution

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Fraud Screening

Stay safe and protected with free enhanced fraud screening on each transaction, including cardholder, payment, and address checks

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Sage Pay Business Finance

Together with our trusted partner Liberis, we could offer you finance to support your business over the coming months

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