March 2013

Information from Streamline to help your business

Payments on the move

www.streamline.com

Our online payment pages can now be used on all smart phones and tablet devices

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WelcomeA word from Ian Rutland, Head of Propositions and Marketing, Streamline

It’s been a busy year for us so far, and we’ve been making lots of changes to improve our products and services for you, our customers.

For example, Business Gateway customers will be pleased to know that our online payment pages have been optimised for use on all smart phones and tablets, and we’ve launched new information for all businesses on how to comply with the industry standards for keeping customer card data secure.

Finally I’m pleased to announce that YESpay, one of the UK’s leading managed payment service providers, has recently joined the WorldPay group. This means that for the first time, we can offer growing businesses a total payment service covering in-store, kiosk, tablet, smartphones and online – with the ability to integrate with your existing point of sale and store systems.

Don’t forget to provide feedback or topics you would like to see covered in future issues of Smarter Business by emailing us at smarterbusiness.feedback@worldpay.com

Ian Rutland Head of Propositions and Marketing, Streamline

Streamline is part of the WorldPay group

Visitstreamline.com

CONTENTS

3 British Heart Foundation keeps donations rolling with a little help from WorldPay

4 WorldPay says yes to Total Commerce

Streamline recognises small business excellence

5 Streamline gives members of the Confederation of Dental Employers a reason to smile

6 Business Gateway payment pages are on the move

7 WorldPay Total helps customers avoid déjà-queue

8 Ask the Expert – What is Streamline doing to help me become PCI compliant and avoid non-compliance fees

9 Are you protecting your business from fraudulent mail and telephone orders?

10 Are you keeping your terminal in tip top shape?

Streamline offers free signage and order formsShowing your customers all the different ways you accept payments is key to driving up your transaction volumes. We offer our customers free point of sale signage in a range of different formats and sizes, including door/window decals and shelf/till stickers. The signage options includes either two logos (Visa and MasterCard) or six logos (MasterCard, Maestro, Visa, Visa Electron, JCB, Diners, Discover).

You can also order a range of in store stationery items free of charge, such as mail order schedules, authorisation number stickers, and a mixed voucher pack which includes sales, refunds and voucher summary packs.

Order stationery online >

News in brief:

Did you know?

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British Heart Foundation keeps donations rolling with a little help from WorldPay

For more than 35 years, the British Heart Foundation (BHF) has run an annual London to Brighton Bike Ride, a 54-mile cycle ride with 27,000 participating each year to raise much needed funds for scientific research aimed at fighting the causes of heart disease.

With so many cyclists taking part, one of the key challenges is making cyclist registration as smooth as possible; the BHF needs to know its website and payment portal can manage high volumes of traffic.

WorldPay has supported the BHF for five years now, providing payment gateway processing and seamlessly authorising all customer transactions. When last year’s ride opened on 3 March 2012, the gateway successfully processed over 4,300 registration payments. Over the course of the first week, this increased to over 8,000 riders, raising around £309,000.

“As well as the reassurance that comes from working with a brand like WorldPay for payment processing, we also have a dedicated team for the duration of registration, which are on hand to respond immediately” explains Tom Barton, Senior Project Manager for the BHF.

This year, in the first five hours after online registration opened on 2 March, 6,570 payment transactions were made on the BHF’s website, raising around £266,000.

“Whether it’s a high profile single event or on going support, you need a payment provider you can absolutely trust,” concludes Emily Tait, Senior Assistant Manager at WorldPay. “We take time to understand our customers’ needs so we offer the right proposition, and we’re delighted we continue to play such a crucial role in this important appeal.”

“We take time to understand our customers”

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WorldPay says yes to Total CommerceYou may have read in the papers that YESpay, one of the UK’s leading managed payment service providers, has recently joined the WorldPay group. YESpay is based in North London and has over 3,000 customers including Harvey Nichols, The Entertainer, Paperchase and Jigsaw.

This is great news for our customers. For the first time, we’re going to be able to offer a total payment service covering store, web, kiosk, tablet and smartphones with full integration into your ecommerce platforms.

The new service, called WorldPay Total, will be launched in April and will include new methods of thwarting card fraud such as point to point encryption and tokenisation, gift cards and real time visibility of transactions submitted to the Streamline platform.

Customers will also benefit from a single account manager and an integrated helpdesk to assure top quality service.

Find out more about how WorldPay Total will support your retail, hospitality and kiosk point of sale needs.

Streamline recognises small business excellence

Last year Streamline partnered with the Federation of Small Business (FSB) to launch the first FSB Streamline UK Business Awards. Small businesses are vital to the success of our economy and the awards aims to recognise, support and reward small businesses throughout the UK.

48 Area Finalists have been selected to attend a Gala event at London’s Glaziers Hall on 18 April. During this prestigious event the national winners for the four categories: Micro Business; Online Business; Young Entrepreneur; and Business Innovation will be announced, along with an overall FSB Streamline UK Business of the Year winner. Who will win? Find out more on the finalists at

fsbstreamlineawards.co.uk/area-finalists/

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Streamline gives members of the Confederation of Dental Employers a reason to smile

Streamline has partnered with the Confederation of Dental Employers (CODE), a membership organisation providing support and services to those in the dental profession. With over 1,000 members and 2,500 practices nationwide, CODE, in partnership with Streamline can now provide its members with a trusted and reliable card payments system to accept the widest range of card types in the market with preferential terms.

Currently we process payments for over 6,000 dentist and orthodontist practices, representing over half of the UK’s total practices.

Paul Mendlesohn, Chief Executive of CODE, commented; “The CODE buying group was looking for a better deal for our members on card payment services and wanted to work with a reputable, professional company that fits with our way of doing business. Streamline’s commitment to open communication, transparent charging and compliance makes them a great fit for our organisation.

We believe this partnership offers fantastic value to our members, and look forward to working closely with the Streamline team to build a really strong partnership.”

“we process payments for over 6,000 dentist and orthodontist practices...”

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Business Gateway payment pages are on the move

Are you using our Business Gateway? Our online payment pages can now be used on all smart phones and tablet devices, helping you take more payments from customers on the move.Our new online payment pages now automatically identify your customer’s mobile device, and render the payment page to fit the

width of their smartphone screen.

Supported on all major browsers, the new pages

have a clean cutting edge design.

And are fully customisable allowing you to tailor colours, text styles and images to match your branding. Available in all of the 23 languages we currently support, the pages also offer a redirect button after payment to allow your customers to navigate back to your business website if they wish.

To take advantage of the new features you will need to enable mobile payment pages in your Merchant Interface.

You can start customising your pages to include your business branding throughout the checkout process using the Payment Page Editor. Learn more about our new mobile payment pages by reading our guidance or calling our Customer Services team on:

(UK) 0870 366 1290

(ROI) +44 1223 258 493

Get started in three easy steps: 1. Clicking on Installations in

your merchant interface.

2. Under Integration Setup: TEST, choose the spanner icon for the installation you want to customise. The Installation Administration page will display.

3. Choose the Enable Mobile Pages check box.

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With so much speculation about the decline of the UK high street, businesses are right to be looking for new and exciting ways to serve their shoppers better.

Emerging mobile and digital wallet technologies can offer new and improved loyalty options and discounts, but to truly maximise in-store sales, businesses need to be looking at how to make their customer’s point of sale experience as positive as possible.

Whilst some major high street brands have tried in store tactics like ‘Magic Mirrors’ allowing customers to virtually try on clothes and accessories – others have found success with special pop-up stores or given their staff iPads to offer their customers ‘show-rooming’.

Yet despite our traditional reticence, ‘first world problems’ are resulting in increased consumer expectations when it comes to customers queuing to pay. According to a survey commissioned by Streamline in 2012, 42% of people have complained verbally about the length of time it has taken to pay, and 16% admit to having lost their temper and regretting it later.*

If you’re a growing business using a combination of electronic point of sale, kiosk or web based till systems then new WorldPay Total service could help streamline your payment processing and and reduce those over the counter queues.

With rapid IP connectivity delivering card authorisation in seconds, WorldPay Total will allow businesses to fully integrate credit and debit card payments with existing retail point of sale environments. And because PIN pads are linked to electronic point of sale systems there is no manual re-keying of transaction amounts for employees.

Find out more about how WorldPay Total can help your business avoid déjà-queues.

“rapid IP connectivity delivering card authorisation in seconds”

WorldPay Total helps customers avoid déjà-queue

* In March 2012, Loudhouse Research spoke to 2,000 UK adults who have dined out in the past three months.

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Ask the ExpertWhat is Streamline doing to help me become PCI compliant and avoid non-compliance fees

Jayadeep Nair, Head of SME Propositions answers your questions on PCI DSS and how Streamline is helping its customers to comply with these industry standards…

Find out all about our PCI DSS Programme and certify or read more about the industry’s PCI DSS standard.

What does it mean for me and my

business?If you accept card payments then you need to comply with a number of security measures which form the PCI DSS. As well as complying, you need to certify your compliance to us, your card acquirer. If you don’t certify you could be liable to pay any fines associated with a data breach, and you could also be charged non-compliance fees from your card acquirer until you do so.

What are the benefits of compliance?

Becoming certified with our programme will give you peace of mind that you are protecting your business and your customers. In addition our programme provides financial benefits, as once certified, we indemnify your business against any scheme fines levied in the event of a data breach, up to a maximum of £35,000/€43,000.

What is PCI DSS?

PCI DSS stands for Payment Card Industry Data Security Standard, put simply it’s a set of comprehensive requirements for reducing payment card data theft and resulting fraud. The standard is mandatory and applies to any business which stores, processes or transmits payment card data.

How much does the Streamline

PCI Compliance Programme Cost?Like many other acquirers, we charge our customers for providing this compliance programme. Our charge is £29.99/€36.99 per annum, which we know compares favourably to other providers.

If you are already certified as compliant by a Qualified Security Assessor we will waive this annual charge when you upload your valid existing certification with us.

In addition to the annual charge for providing the programme, if you do not certify your compliance you will be liable for a £9.99/€11.99 monthly non-compliance fee.

What advice can you give to merchants

about PCI DSS?Think of it as a health-check. You may well already be operating within the standard but you need to confirm this and certify your compliance with us. Certifying will give you greater peace of mind, knowing that you’re protecting your business and your customers’ data. Also, avoiding non-compliance charges will save your business almost £120/€150 per year. It’s got to be worth spending 30 minutes to achieve this.

Who mandates it and why?

The PCI Security Standards Council mandates the standard to help facilitate the broad adoption of consistent data security – this council was founded jointly by Visa International, MasterCard Worldwide, American Express, Discover Financial Services and JCB International.

Q How is Streamline helping my business fulfil

its obligation to certify?We realise that PCI DSS can be complex, so we’ve launched the Streamline PCI Compliance Management Programme, in partnership with Trustwave, a leading Qualified Security Assessor (QSA). Aiming to simplify the process, the programme supports our smaller business customers through a simple online assessment; helping you demonstrate you business complies with the standard, as well as certifying your compliance.

The process should only take about 30 minutes – and full online, email and telephone support is available from Trustwave to help you throughout the process.

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Are you protecting your business from fraudulent mail and telephone orders?

It’s every business owner’s worst nightmare. A large mail order sale goes through, you think “fantastic – I’ve hit my sales target for the week”, and then the transaction turns out to be fraudulent and more often than not results in a chargeback.In these economic times, we’re not telling you anything you don’t already know when we say that you need to do everything you can to avoid fraudulent card payments. But we know how challenging this can be when you’re making sales with no card or cardholder present, i.e. orders via mail, telephone, fax, or unsecure Internet payments – because the risk of fraud is far greater.

Many of these types of sales are genuine; but some people may see them as an invitation to commit fraud.

To help you protect your bottom line, always look for the warning signs. New customers placing very large orders (especially from abroad) or customers insisting on next day delivery could be evidence of a fraudulent transaction. Telephone orders for delivery to a nearby address are also suspicious, especially when a customer should be able to pop into the store instead.

Be vigilant, and follow the prompts on your terminal to match the three-digit CSC code on the back of the card to the post-code details of the cardholder. This will help make sure you deliver the goods to the right data-matched address. And when you do deliver, get a signed proof of delivery when getting goods delivered.

If you’re taking a telephone order, tell the customer you will need to see the card at the time of delivery. A genuine cardholder will negotiate a delivery method to allow you to do this, whilst a fraudulent customer will likely abandon the sale. But most importantly – follow your instincts. If something doesn’t feel right then it probably isn’t.

Read more about processing mail and telephone orders.

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2. If you have one of our portable terminals keep your Bluetooth receiver in a prominent position nearby. You should have a line of sight between your Bluetooth receiver and your terminal. This will help make sure your terminal processes its transactions as quickly and securely as possible, leaving you free to focus on serving more of your customers.

3. Keep it clean – if you don’t keep your keypad and till roll feeder clean and free of dust then you could find you spend more time fishing out your till roll feeds or pressing sticky buttons rather than processing sales. Our terminals are built to last, but everything works better when it is cleaned regularly.

You can even order terminal cleaning products.

Are you keeping your terminal in tip top shape?

Read our top hints and tips on caring for your terminal:

1. Keep it plugged in and switched on – just like your home or office computer your Streamline terminal needs a software update from time to time. The terminals will refresh their software automatically overnight. If your terminal is not plugged in then it might not receive necessary software updates, which could leave you at risk of not being able to accept certain card transactions, so keep your terminal plugged in and on standby even when you’re not using it.

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The information in this document is published for information purposes only. Views expressed in marketing and promotional materials are not intended to be and should not be viewed as advice or as a recommendation. You should consider the relevance of the information contained in this material to you and your financial and operational needs and resources and any other relevant circumstances. You hould also make sure you understand the products and services we offer and any agreement you may enter into with us. You should take independent advice on issues that are of concern to you. We have taken steps to ensure the information is correct at the time of printing. However, we make no representation, warranty, or assurance of any kind, express or implied, as to the accuracy or completeness of the information contained in this document. We shall not be liable for any direct, indirect, special, incidental, consequential, punitive or exemplary damages, including lost profits arising in any way from the information contained in this communication. This communication is for the use of intended recipients only and the contents may not be reproduced, redistributed, or copied in whole or in part for any purpose without WorldPay’s prior express consent. Business Gateway 350 is a service provided by WorldPay Limited. WorldPay (UK) Ltd is authorised by the Financial Conduct Authority under the Payment Service Regulations 2009 (No 530923) for the provision of payment services.

For more information please contact:

Streamline Customers:

(UK) 0845 7 61 62 63 (ROI) 1800 24 26 36

WorldPay Customers:

(UK) 0870 366 1290 or (0)1223 258 493(ROI) +44 1223 258 493

Streamline Sales:

(UK) 0203 627 5903(NI) 028 9044 6950(ROI) 048 9044 6950(UK) Text phone +44(0)1423 532152

WorldPay Sales:

(UK) (0)1268 500 615

WorldPay Total Sales:

(UK) 0845 3666 015

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