PCM vol. 3 issue 3
The third issue of the Payments & Cards eMagazine \"PCM\". In this issue we talk about all things Mobile Payments and we introduce the new rubric for Merchants. Contributions from ACI WorldWide, UL, Payr, Zooz, Zapp Mobile Payments and Neste Oil.
The third issue of the Payments & Cards eMagazine \"PCM\". In this issue we talk about all things Mobile Payments and we introduce the new rubric for Merchants. Contributions from ACI WorldWide, UL, Payr, Zooz, Zapp Mobile Payments and Neste Oil.
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Payment collective<br />
The Tale of a Merchant: The<br />
Payment Challenge<br />
Providing a complete picture of the payment landscape<br />
is not easy. Therefore, we decided to include and<br />
showcase merchants in our brand new rubric Payment<br />
Collective.<br />
<strong>PCM</strong>: As a merchant, how do you stay up-to-date with the latest<br />
trends and developments to counter fraud, reduce risk and<br />
improve your offerings?<br />
Kai: My colleagues and I try to attend relevant conferences and<br />
trainings to keep ourselves on the cutting edge in payments. In<br />
addition to this, we follow the business area news, publications<br />
and market insights. We also meet local authorities, payment<br />
experts and our partners & service providers to exchange<br />
information regarding new requirements, threats &<br />
possibilities. Neste is a member of a consortium of Finnish<br />
oil retailers and we meet several times a year to discuss openly<br />
about fraud, risk and other topics like EU regulation changes.<br />
<strong>PCM</strong>: What are the most important factors from a merchant PoV<br />
in regards to payment experience?<br />
Kai: The payment experience should be convenient and<br />
intuitive for any customer to use. This is especially important in<br />
unattended environments. In addition, a payment transaction<br />
should be something that the customer can trust into. Since<br />
cost is always a factor, the payment experience should be also<br />
cost effective for the merchant.<br />
<strong>PCM</strong>: What are the challenges faced by merchants when<br />
implementing a new payment system?<br />
Additional cost of buying new equipment (if needed) and<br />
software development for POS & cash registers is of course<br />
one big factor. With both HW & SW, nobody usually wants to<br />
be the minesweeper with an unproved product. If you have<br />
brand new payment system, there is a big risk that there are<br />
glitches in the system. Failing payments are not the thing what<br />
the customers want to experience at our stations.<br />
There should be a relevant business case for the merchants as<br />
well. This means enough users or at least foreseeable increasing<br />
user base to justify the effort to bring a new payment system<br />
into the market. I would also say that any new payment system<br />
should be faster, easier to use and hopefully also less expensive<br />
than traditional debit/credit card transactions.<br />
<strong>PCM</strong>: How do you make sure you stay compliant in an ever<br />
changing payments landscape?<br />
Neste works closely with our acquirer, PSPs and payment<br />
terminal providers to make sure that all parties are on the<br />
same level in compliance requirements. Neste has also a<br />
service contract with a company, which provides Neste<br />
security services, including sys-tem audits and consultancy<br />
in PCI-DSS and other requirements.<br />
<strong>PCM</strong>: How important is payments to Neste, besides it being your<br />
source of income?<br />
Since most of our stations are unmanned, our POS terminals<br />
are the most important things for us at the station, in addition<br />
to the fuel tanks and pumps of course. Without the payment<br />
terminals Neste couldn’t sell our products to our customers. So<br />
therefore we do our utmost to provide reliable services which<br />
function 24/7/365. Our aim is to provide our customers easyto-use<br />
user interfaces to make their experience at our sta-tions<br />
as pleasant as possible.<br />
Neste has its own fuel card issuing business and the<br />
transactions made with those cards actually make up well over<br />
50% of all fuel purchased from our stations. The fuel cards are<br />
extremely important for us as a method of providing better<br />
service especially to our B2B customers.<br />
Neste wants to be the most innovative oil retail company in the<br />
Baltic Sea region and this applies also to payments. We want to<br />
offer our customers a possibility to pay with payment methods<br />
they prefer to use - be it cash, cards, NFC payments, remote<br />
pay-ments or something totally new & different.<br />
<strong>PCM</strong>: For all merchants out there, can you please give us a piece<br />
of advice as to how you can stay ahead of the game in merchant<br />
payments?<br />
Follow the publications and news regarding the payments<br />
business area. By doing that you will understand better what<br />
is happening out there and what kind of new payment methods<br />
are being introduced. Not all of them will fly though, so don’t<br />
waste your mon-ey on the marginal ones. Common sense and<br />
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