The rapidly developing COVID-19 outbreak is an unprecedented situation for all our businesses. In line with government and WHO guidelines Ingenico is taking all necessary steps to ensure employee safety. While the safety of our employees is our number one priority, we also remain committed to continue to deliver our service to you.
In these difficult times, you can be assured that all our teams are focused on supporting you and your business. Should you have any questions on these measures or any other topics do not hesitate to contact us. Here are a few resources that will hopefully answer most of the questions you have around your payment solutions.
How does Ingenico ensure the continuity of payments and reliability of service?
Our fully redundant platform is fully prepared to support and secure your payment flows and is not impacted by any business restrictions.
Furthermore, we have expanded our existing working from home policy to all employees and most of our staff is now working from home. We have provided them with the remote accesses and the tools they need to ensure that transaction processing is not affected.
We can assure you we are 100% available and all our systems are functioning as before
Our customer care teams are organized to ensure continuity of our support services. As usual our team is open for you between 08:30 and 18:00 CET, Monday to Friday for technical queries and 9:00 to 17:00 for Administrative queries.
What do I have to consider when I receive refunds from my customers?
Managing customer loyalty is key currently. So, make sure you do refunds as promised on your site to your end customers. Please make sure you have enough funds and cash reserves for the amount you refund so there is no delay on our side.
To do a refund simply follow the process here.
What do I have to be aware of in case of increased chargebacks?
If you are a business experiencing a high rate of chargebacks in this period, it could lead to an unhappy customer base and you may also incur penalties from card schemes.
For more information click here.
How can I accept and execute online payments without a webshop?
If you so far had only one retail store and now want to offer online payments due to a forced closure of your shop, we have solutions for this as well. Our e-Terminal and Payment through links solutions offer you a convenient and secure option for the consolidated processing of transactions. Request more information now.
Should I offer more payment options in the current situation?
In the current situation customers may change their payment behaviour. Let them choose how they want to pay and they’ll be more likely to complete their transactions. As an existing customer you can add additional payment methods anytime. Contact us here.
Please have a look at all available payment methods to support your customers.
You have more questions?
Our customer care teams are organized to ensure continuity of our support services. As usual our Customer Care department is open for you between 08:30 and 18:00 CET, Monday to Friday for technical queries and 9:00 to 17:00 for Administrative queries. You can also reach us via email in at email@example.com & firstname.lastname@example.org
Are there any helpful resources for businesses?
Here are a few links to resources that can help businesses around Europe at this time. We will keep adding to it. So do keep checking.
- Google Ads: Google is giving SMBs ad credits to be used in 2020. Check the link here
- Netherlands: Dutch Chamber of Commerce has a whole section offering help, support and advice for businesses in Netherlands at this time
- UK: The UK government has set out elaborate measures of support for businesses. Check the site here
- Belgium: The Flanders Innovation & Entrepreneurship organisation offers a immediate support program for business that have to close their shops. Find out more
- France: The French government has put into place immediate measures to support businesses, available here, and lists on this page a number of e-commerce solutions to allow merchants to continue their activity online. For small businesses, the government has also created a guide to business continuity with the help of digital tools.