Customer Support: 01243 767 939 Tech Support: 02382 028 238 [email protected]

Our most frequently asked questions answered

March 7, 2017 12:45 pm

At South Coast Payments we endeavour to be as transparent as possible in the way that we conduct our business. This means we ensure that we tailor our card payment solutions to best fit your business with no hidden costs. Whether you are brand new to card payments or have been processing transactions for a while, our carefully nurtured relationships with a large network of banks means that we can get the best solution at the best price for your business.

In line with our transparent business ethics we have put together a list of some of the most frequently asked questions so you can be sure you have all the information you need right at your fingertips.

We are interested in changing to South Coast Payments however we are worried about the disruption to our business during the switchover. How long will our systems be down for?

Your systems will not be down at all. It is one of our highest priorities to ensure that you experience no down time whatsoever when we switch your system over. We know how important every open moment is for small to medium sized businesses and therefore we take every precaution to ensure you can carry on with business as usual.

The average time it takes to switch your account over is 14 days and as part of our dedication to customer services we will even assist you in cancelling your existing supplier. We guarantee no downtime by installing our card machine whilst your current machine is still active and only unplug it when ours is live and transacting.

What if I have questions after I sign up?

Your designated personal account manager can take care of any questions or concerns you may have. We also have a great customer support team available 7 days a week in our UK call centre who are happy to help with any queries you may have. The call centre is open Monday – Saturday 9am – 11pm and Sunday 10am – 4pm.

How long does it take from a transaction for the money to appear in my account?

With other suppliers, the period between carrying out a transaction and the physical funds hitting your account is usually three working days. However here at South Coast Payments we have made it our mission to be the best at what we do. Therefore, the average time it takes for payments to hit your account through our system is two working days and depending on who you bank with, the money frequently comes in before 11am the next working day!

Do you put your prices up?

In short, no. At South Coast Payments our ethos is to reward loyalty and keep our valued clients happy. Therefore, we quote the best price we can when we first start working with you and we will honour that price from then on.

What happens if my terminal breaks?

If for any reason your terminal should break or stop working just let us know and we will send a replacement to you by the next working day. What happens if I need to call out of hours? Our dedicated UK based call centre operates between 9am – 11pm Monday to Saturday and 10am – 4pm Sundays, however should you need to contact us during the night or outside of those hours then you can also phone the bank we have paired you with who have a 24/7 customer support line.

Do you provide contactless? E.g. Apple and Android Pay

We do. These up-to-date services come as standard with all of our machines so you can be sure you are offering your customers a wide variety of convenient ways to pay. Do you help with PCI DSS compliance? We are dedicated to providing the best all round service possible for our clients and this includes helping to make sure our customers have the knowledge and tools to stay compliant at all times. We even provide a useful guide in our welcome pack so you can be sure you have all of the information you require easily accessible.

What is a Merchant Account?

This is an account issued by a financial institution which regulates transactions processed from credit or debit cards before the payment is placed in your business account.

Do you charge a transaction fee on payments? How much is this?

An authorisation fee comes as standard with all providers as the bank charge this to authorise every payment. The charge will depend on the volume of transactions you put through on a monthly basis, but rest assured we have negotiated the best rates possible in the market.

Can I accept American Express on my PDQ machine? I have heard there is an additional charge, is this true?

You can absolutely accept American Express payments on your PDQ machine. We do not charge an additional fee; you simply pay the rate that American Express charge.

If you have any further questions or are interested in seeing how we can help save your business time and money, give us a call on 02392 489911 or email [email protected].