Retailers Frequently Asked Questions

If you can't find the answer to your question here, please send an email to us at PayPoint enquiries.

Terminal

Do I need to pay anything for a PayPoint terminal?

How much commission do I earn?

Do I need any special equipment?

Do I have to sign up for every PayPoint service?

Do I have to sign a contract?

Can I get any of your Support Services without a PayPoint terminal?

Can I charge customers for using the PayPoint terminal?

Is the terminal difficult to use?

Can I get Collect+ as well?

What are the benefits for me from having a PayPoint terminal?

How do I apply for a terminal?

I already have a competitor’s terminal; can I have a PayPoint terminal in my shop as well?

Do I have to offer every payment scheme that’s on the terminal?

Can I take payments using credit/debit cards?

If I don’t have a credit/debit machine, how can I accept card payments for the TV Licence?

How do I know how much commission I’m due?

When do I get my commission?

How does PayPoint collect the money paid to me?

What happens if I don’t have enough money in my bank account?

I’m a member of a symbol group. Can I still get a PayPoint terminal?

I have taken/plan to take over a shop with a PayPoint terminal – can I automatically take it over?

I have more than one shop. Can I have a PayPoint terminal in all my shops?

 

ATM

Do I need to have a PayPoint terminal to get an ATM from PayPoint?

How does a ‘self-fill’ ATM work?

Does it cost me to have an ATM?

Isn’t having an ATM a security risk?

Do I have to have a surcharging ATM?

How quickly is the commission paid?

How quickly do you return the money paid out by the ATM?

How do I apply for an ATM?

 

SIMs

Do I have to get my SIM cards from PayPoint if I have a PayPoint terminal?

Can I order SIMs from PayPoint if I don’t have a PayPoint terminal?

How quickly will they arrive when I order SIMs from PayPoint?

 

Credit/debit

Does the PIN pad do contactless transactions?

Does it cost me to have a PIN pad for debit/credit cards?

Do I have to have a PayPoint terminal to get a PIN pad from PayPoint?

Can I use the PayPoint PIN pad for bill and other payments through the PayPoint terminal?

Can I offer cashback with PayPoint’s Credit and Debit Service?

What happens if the PIN pad needs replacing?

 

Money Transfer

What’s better about having Western Union from PayPoint?

Do I have to pay a set-up fee?

Does it cost me anything to offer Western Union?

How do I pay out the money sent to customers at my shop?

Can I do money transfer to anywhere in the world?

 

Collect+

Do I need to have a PayPoint terminal to offer Collect+?

How does Collect+ work?

Can customers use Collect+ for any size and weight of parcel?

Can any PayPoint agent get Collect+?

What do I need to offer Collect+?

How do I apply to offer Collect+?

How do I know how much to charge for parcels sent at my shop?

 

 

 

Do I need to pay anything for a PayPoint terminal?

No. There is no fee and the terminal, signage and even till rolls are provided free of charge. You will need to provide your own phone line, broadband or ADSL.

How much commission do I earn?

That depends on the scheme. Our sign-up team will be happy to discuss the different levels of commission you can earn.

Do I need any special equipment?

Only a dedicated phone line or a broadband connection.

Do I have to sign up for every PayPoint service?

No. But you do need a PayPoint terminal in order to have some of the other products from PayPoint, such as SIMs, Western Union and credit and debit card acceptance. You can have an ATM from PayPoint without a terminal.

Do I have to sign a contract?

Yes. This is for your own protection as well as ours.

Can I get any of your Support Services without a PayPoint terminal?

No. They are only available to PayPoint agents.

Can I charge customers for using the PayPoint terminal?

No. PayPoint services are free to customers and charging is prohibited in your contract.

Is the terminal difficult to use?

No. It’s very easy to use but we will give you and your staff some training when it’s installed. We always provide training materials whenever new services or processes are introduced and you can access these on our specialist agents’ extranet, MyPayPoint.

Can I get Collect+ as well?

You can indicate you want Collect+ when you fill in the application form. The application for Collect+ will be processed separately and only after your terminal application has been processed.

What are the benefits for me from having a PayPoint terminal?

You'll gain additional footfall as more customers choose your shop over others because they can use PayPoint at the same time as making other purchases. Independent research shows that customers using PayPoint tend to visit the shop more often and spend more each time, so you can expect to see an overall increase in sales. Lastly, having PayPoint is regarded by customers as making a shop a vital part of its local community.

How do I apply for a terminal?

Fill in the form here.

I already have a competitor’s terminal; can I have a PayPoint terminal in my shop as well?

No. You will have to give notice to the competitor to remove its terminal before you can have a PayPoint terminal in your shop.

Do I have to offer every payment scheme that’s on the terminal?

Yes. Your customers will expect it and you will make more in your shop because customers will come to your shop more often to use PayPoint.

Can I take payments using credit/debit cards?

PayPoint is a cash-only service so you should only accept payments in cash (except for the TV licence).

If I don’t have a credit/debit machine, how can I accept card payments for the TV Licence?

The PayPoint terminal has a debit card payment facility built in and we pay the card transaction fee.

How do I know how much commission I’m due?

You will get a weekly statement showing the commission due for each type of transaction. You can access and store these statements on our specialist agents’ extranet.

When do I get my commission?

Approximately two weeks after you process the transaction.

How does PayPoint collect the money paid to me?

We collect it from your bank account on the third day after the customer paid you.

What happens if I don’t have enough money in my bank account?

We will call you immediately to discuss and the terminal will, in most cases, be disabled until the missing payment(s) is made.

I’m a member of a symbol group. Can I still get a PayPoint terminal?

Yes – our agreement is with you, not the symbol group.

I have taken/plan to take over a shop with a PayPoint terminal – can I automatically take it over?

You’ll have to go through the usual application process and sign a new contract in your own name. Please fill in this form.

I have more than one shop. Can I have a PayPoint terminal in all my shops?

There is no limit to the number of your shops which can have a PayPoint terminal. However, we have to assess each shop individually because there might already be sufficient coverage in areas where one or some of your shops are located.

ATM

 Do I need to have a PayPoint terminal to get an ATM from PayPoint?

No, we’re happy to install an ATM in other locations, subject to status and local conditions. However, it is advantageous to have PayPoint’s ATM if you have a PayPoint terminal as, very soon, PayPoint will ‘net settle’ money across all products. That means, money paid out through your ATM will be deducted from the money you've taken in through the PayPoint terminal when we collect the money due to us.This will result in faster settlement and further reduce banking costs.

How does a ‘self-fill’ ATM work?

You fill the ATM yourself from the money you take through the PayPoint terminal but you can also put in cash taken in your shop. The ATM is simple and quick to replenish and will reduce your banking charges because you’ll be depositing less into your bank account.  Research confirms that customers using an ATM in-store spend more than other customers.

Does it cost me to have an ATM?

PayPoint offers a variety of competitive options for ATMs. ATMs are configured specifically to your requirements and can be free to use or customers can be charged for each cash withdrawal (known as a surcharging ATM). Account balance enquiries is a service that the ATM provides free of charge to all customers. You receive commission on every successful transaction. PayPoint’s dedicated field support team will work with you to agree the best offer for your store location and requirements.

Isn’t having an ATM a security risk?

No. You empty it every night and leave the door open to show it’s empty.

Do I have to have a surcharging ATM?

No. PayPoint offers free to use and surcharging ATMs.  Please contact 08457 600633 to discuss.

How quickly is the commission paid?

On a weekly basis. You are able to see how much each week on our secure retailer extranet, MyPayPoint.

How quickly do you return the money paid out by the ATM?

PayPoint is introducing net settlement across the range of products, which effectively means that settlement can be as quick as same day.

How do I apply for an ATM?

Fill in the form here.

SIM cards

 Do I have to get my SIM cards from PayPoint if I have a PayPoint terminal?

No – but you will earn more if you do. When you buy your SIM cards through PayPoint, you often get to keep the commission for activation and the second top-up (where paid) – usually a total of £4 per SIM.

 Can I order SIMs from PayPoint if I don’t have a PayPoint terminal?

No – this service is only available to PayPoint retailers.

How quickly will SIMs arrive when I order them from PayPoint?

You order them on your PayPoint terminal and they arrive two days after we receive the order.

Credit/debit card processing

Does the PIN pad do contactless transactions?

All new PIN pads we install accept contactless transactions.

Does it cost me to have a PIN pad for debit/credit cards?

There is a small weekly finance charge and our transaction rates range from a 13.5p flat rate for debit cards and 1.45% for credit cards. The rate for contactless card transactions is only 11.5p. Please contact 08457 600633 for more details.

Do I have to have a PayPoint terminal to get a PIN pad from PayPoint?

Yes – it is linked to the PayPoint terminal and uses the same phone line, saving you space and unsightly extra cabling.

Can I use the PayPoint PINpad for bill and other payments through the PayPoint terminal?

PayPoint is a cash-only service so you should only accept payments in cash (except for the TV licence) for transactions on the PayPoint terminal.

Can I offer cashback with PayPoint’s credit and debit service?

Yes. Cashback is provided as part of the service at no extra charge.

What happens if the PIN pad needs replacing?

The small weekly charge covers the cost of a replacement PIN pad should it be required.

Money transfer

What’s better about having Western Union from PayPoint?

Only PayPoint enables you to offer Western Union through the payment terminal. All other providers require a separate computer terminal and broadband connection.

Do I have to pay a set-up fee?

No. As Western Union transactions are done on the PayPoint terminal, there is no set-up cost and no cost for additional equipment, but there is a weekly service fee of £3.50.

Does it cost me anything to offer Western Union?

There’s a small weekly service fee of £3.50 to cover licensing and administration costs but this is covered by the commissions from just two transactions per week.

How do I pay out the money sent to customers at my shop?

You pay out using the cash received for other PayPoint transactions and we’ll reimburse you in three days at the same time we collect the payments in so you won’t be out of pocket.

Can I do money transfer to anywhere in the world?

You can transfer money to over 200 countries and territories worldwide.

Parcels

Do I need to have a PayPoint terminal to offer Collect+?

Yes – the service is run through the PayPoint terminal and scanner.

How does Collect+ work?

Your customers are able to drop off ‘Returns’ of unwanted goods at your store, to have items purchased online or from mail order catalogues delivered to your store, and send or receive parcels sent to/by friends and family at the store. This means lots more customer visits, often by people who may not previously have shopped in your store.

Can customers use Collect+ for any size and weight of parcel?

No. Parcels are limited to 10kg and dimensions of up to 50x30x30cm. Customers aren’t allowed to use it to send works of art, money, glass, liquids or hazardous goods.

Can any PayPoint retailer get Collect+?

No – we don’t need as many Collect+ retailerds to provide similar coverage as for the PayPoint service, so every applicant has to go through a selection process to ensure your area isn’t already covered and that your premises are suitable for the service.

What do I need to offer Collect+?

If you’re already a PayPoint retailer, you’ll still need to go through a selection process but, in addition, you’ll need:

  • Suitable, secure storage behind the counter
  • Easy access and parking for the delivery van
  • Extended opening hours

How do I apply to offer Collect+?

If you are a PayPoint retailer, click here to apply.

How do I know how much to charge for parcels sent at my shop?

You don’t need to. The customers pay online before they bring the package into your shop.