April 2013

Information from Streamline to help your business

www.streamline.com

Streamline hosts the first FSB Streamline UK business awards

Spotlight:

Sarah Grey and Theresa Suter, Vegware.

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

This month we celebrated small business success at the first Federation of Small Business (FSB) Streamline UK Business Awards.

A joint initiative between the FSB and Streamline, these awards provided us with an opportunity to celebrate excellence in small business across the UK, and recognise the role these companies are playing in helping our economy recover. The sheer scale of the +1,000 small businesses that entered the awards, along with the excellence demonstrated by the 48 area finalists and category winners was outstanding. I’m proud to see such innovation and creativity shaping our future economy, and look forward to sharing their stories with you over the coming months.

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 Streamline offers luxury chocolatier a one stop shop for payments

4 UK Government bans excessive card payment surcharges

5 More than just a card machine

6 Ask the Expert - Why take your business online?

8 Streamline hosts the first FSB Streamline business awards

10 SmallBusinessHeroes.co.uk launches to celebrate unsung heroes of UK small business

11 What to do if your customer has forgotten their PIN

Businesses have been recently targeted by fraudsters claiming to be WorldPay point of sale/terminal engineers, asking:

• To process a refund (usually high value) to ‘test’ your system

• Details of past card transactions, due to an ‘alleged processing error’.

We advise businesses not to divulge any card transaction details, as this is a scam and a technique used by fraudsters to obtain card details.

In the unlikely event of a fault with your Streamline terminal, you should call our Helpdesk to report this for resolution. Streamline will never call your business to report a faulty terminal, and we will never ask you for transaction details.

Always ask for identification and be suspicious if engineers turn up or telephone without any prior arrangement or appointment. If you are unsure, call our Helpdesk on 08457 61 62 63 (UK) or 1800 24 26 36 (ROI), Option 2 to confirm a visit.

Important: Fraudulent telephone calls

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Streamline offers luxury chocolatier a one stop shop for payments

Alexeeva & Jones in Notting Hill is a ‘salon du chocolat’ where customers can enjoy an exclusive selection of luxury handmade chocolates from some of the world’s best artisan chocolatiers. Offering sixteen hand-chosen ranges from across the globe, Aleexeva and Jones’ expert staff also makes them an ultimate destination for the dedicated chocolate lover.

When opening the shop in October 2012, Gareth Jones chose a portable payment terminal which could be easily carried around the shop – allowing customers to pay whilst relaxing with a coffee or glass of champagne if they wish. He explained, “I can’t imagine how anyone could run a business without being able to accept cards, so it was essential that things went smoothly. The terminal was up and running the morning we opened, and ever since, it has just worked so I don’t have to worry about it. It’s great to know that the money will just appear seamlessly in our account.”

Having been trading for more than six months now, Alexeeva and Jones has found that while cash accounts for around 55% of in-store transaction volumes, the value of card payments is on average more than twice as high. With card payments accounting for well over 60% of total revenue, it’s clear to see just how beneficial it is to offer customers a choice of card or cash – especially during periods like Christmas, Valentine’s Day and Easter when card transaction value climbs to around three times the value of cash.

In November, Gareth also expanded the Alexeeva and Jones offering to include online sales, implementing Streamline’s Business Gateway solution. An affordable option for small businesses wanting to start trading online, the Business Gateway allows businesses to accept online payments for cards and PayPal, and access multi-currencies and world-class fraud-screening.

In just a few short months this has proven to be a success, with many overseas customers continuing to purchase online once returning from holidays in London (where they visited in-store). Overseas, word of mouth is also bringing more sales through this channel.

“We’ve already received a lot of great feedback on the website,” said Gareth. “Our customers find it a smooth process and being able to process payments quickly and easily is obviously a big part of that. It was really beneficial for us to be able to use just one provider for both face-to-face sales and online and it was very easy to add online payments to our existing account.”

“card payments account for well over 60% of total revenue”

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UK Government bans excessive card payment surcharges

The UK government has banned businesses from imposing ‘excessive’ surcharges when customers use debit and credit cards. As part of the Consumer Rights Directive of 2011, the sanctions, which come into effect immediately, are designed to stop customers paying more than it costs to actually process a card payment transaction. As a result businesses can still charge payment surcharges if they wish, but these must be only the cost borne in accepting that payment, and no higher than any additional costs they would incur during processing.

Robin Mackenzie, Head of Small Business at Streamline, the face to face division of WorldPay confirms, “According to the guidance, companies may still charge an ‘administration’ or ‘booking’ fee but only if this charge is the same across all methods of payment, and not limited to just a credit or debit card sale. Also, the only legitimate operational type costs, like a handling fee, are those that are completely separate to a particular type of payment method.”

The new regulations apply regardless of the method of sale – including in-store, online or telephone payments.

Businesses should also be aware that a court may grant an enforcement order in the event of a breach. Typically injunctive, an order would be designed to prohibit future breaches rather than penalising previous breaches – allowing you enough time to adjust your surcharge approach if needed.

“Businesses need to take the time to understand the sanctions, and decide how best to apply them to their fees and charges in order to treat their customers as fairly as possible, and adhere to the guidelines” said Robin.

“Any customer of yours who believes they have been charged an excessive payment surcharge will now be able to ask you directly for a refund. And if they consider your response to be unsatisfactory, then they will be entitled to take legal action, or complain to their local authority Trading Standards officer.”

The regulations will not apply to new and micro-businesses until 12 June 2014. For more information on how to adhere to the new sanctions, please read the industry guidance.

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More than just a card machine

Renting a terminal with Streamline provides your business with more benefits than you may think. The most obvious benefit of a Streamline card machine is the hardware itself. The current range offers the latest technology in terminals including colour screens, sleek ergonomic design and a hard-wearing key pad which is built to last.

But what most businesses may not be aware of is all the other things your terminal can provide your business with behind the scenes.

Streamline continuously develops software updates for your card machine to allow your business to take payments safely and securely, whilst conforming with all industry standards such as PCI DSS (the industry standards for keeping customer card data secure).

Streamline also updates the software on your terminals in other ways to allow you to accept new cards when they come onto the market. Recently many of card machines were upgraded to accept Diners cards, helping our terminals accept the widest range of credit and debit cards available.

And if your business wishes to start taking contactless payments, then you can now choose to do this too – because all new Streamline card machines can now be equipped with contactless technology, making payments even quicker and easier.

As you can see we like to look after our terminals and keep tabs on where they are! And it is important to return your old terminal if it is upgraded or replaced, or in the event you no longer need it, so we can dispose of your terminal in the most environmentally friendly way possible. To return your card machine to Streamline simply pop it into the pre-paid mail bag we provide.

To find out more about Streamline card machines visit: streamline.com/accepting-card-payments/card-machines/

If you ever need a replacement terminal, we despatch it for you next working day delivery wherever possible*.

*Delivery to remote areas may take a bit longer.

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Ask the ExpertWhy take your business online?

Jayadeep Nair, Head of SME Propositions answers your questions on the benefits of trading online, and why you should consider ecommerce as an additional revenue stream…

Online spending has grown year on year in spite of the tough economic climate. Opportunities for small and medium sized businesses are vast – and cannot be ignored if you want to remain competitive.

Companies will need to have a Streamline account to start trading online. Contact us

today on 0845 7 61 62 63 (UK) or 1800 24 26 36 (ROI) to find out more.* World Payment Report 2012, compiled by Capgemini, RBS and EFMA

**IMRG, 2013, http://www.imrg.org [Accessed on 19th April 2013]

*** Business Matters: Business owners cite E-commerce as the biggest opportunity for SMEs in 2013. 26 February 2013: http://www.bmmagazine.co.uk/news/15384/business-owners-cite-e-commerce-as-the-biggest-opportunity-for-smes-in-2013/

How large is ecommerce in the UK?

As more consumers are now searching for products and services online than ever before, it’s not surprising that the estimated UK online market was valued at a colossal £78 billion last year**; this figure will continue to grow and will open up a host of opportunities for businesses as more shoppers take to the web.

Unlike traditional stores, trading online doesn’t carry the same overheads and daily running costs that you would expect with a store. You can start to sell your products and services quickly, giving your business the best chance of success – especially with non-cash sales increasing steadily every year*.

According to new research from HB Prime Advantage, more than 45 per cent of business owners rate e-commerce as the biggest opportunity for SMEs in 2013, and almost 35 per cent believe that exports overseas will increase sales this year***.

How can I get started?

Setting up an online business doesn’t have to be costly or complicated.

Firstly, you will need to create a website which clearly displays your goods and services. If this sounds daunting, buying an off-the-shelf, all-in-one website package could be the simplest and most cost-effective solution for your business. We’ll have more news on an exciting offer to help you get set up online soon, so stay tuned to future issues of Smarter Business to hear all about it.

Then once you have setup your 24/7 shop window, you will then need a means to take payments. In order for your customers to pay online you will need a Payment Gateway service, which will allow your customers to seamlessly make purchases from your website which will settle into your bank account within 3-4 days – it’s as simple as that.

Why take your business online?

Around one hundred and fifty years ago, businesses ran their day to day operations completely differently to how they do now. Even up until just 10 years ago, shoppers predominantly bought only in-store as this was the only trusted method available to them. Yet now, most of the world wouldn’t know what to do with themselves without their home computer or tablet and many of us wouldn’t dream of leaving the house without our smartphones. Our technology habits are changing, and so is the way we like to shop and interact with the brands we love. Small business owners need to remember that online spending has grown year on year in spite of the tough economic climate here in the UK, and that customers are increasingly demanding the ability to shop online as well as in-store. The opportunities for small and medium sized businesses are vast – and cannot be ignored if you want to remain competitive.

What makes online trading so different?

The internet presents your business with an ideal opportunity to access a global audience, 24/7. So while you may have finished trading in your time zone, a whole new market has just woken up.

The rising popularity of mobile devices not only allows your customers to browse your online store –anywhere, anytime – but also gives them the option to pay via their mobile phones and tablet devices on the go.

The growth of mobile devices has led to a significant and fundamental change in our own shopping behaviour, this has been a key driver for the growth of online sales; which is why we believe that the customer experience is so important when buying or paying online.

Q Q Q QHow does it work?

Your customer makes a purchase online by

entering their card details on your payment page

Your website sends your customer’s card details to WorldPay

WorldPay sends the card details

to Streamline

Streamline (the acquiring bank) sends

an authorisation request to the customer’s bank

via the Card Scheme

1

2

3

4The customer’s

bank debits their account and

commences settlement to the merchant via

Streamline

6

The customer’s bank approves the

transaction sending confirmation back

to Streamline

5

Your customer’s bank

Streamline settles the funds back to

the merchant

7

£

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Streamline hosts the first FSB Streamline UK business awards The first Federation of Small Business (FSB) Streamline UK Business Awards were held at Glaziers Hall, London on 18 April. A joint initiative between the FSB and Streamline, the awards were designed to provide an opportunity for real life entrepreneurs to celebrate their business successes through the FSB Streamline awards and recognise the role small business is playing in helping our economy recover.

With over 1,000 applications received for the awards, the judges had a difficult job in short-listing the 48 national finalists who were invited to London to attend this prestigious event. Guests enjoyed some business networking over lunch before listening to an inspiring motivational speech from Roger Black MBE and two time Olympic Silver medallist.

Describing how the same passion to achieve in your chosen field can be applied to any situation, Roger shared his sporting experiences at the World Athletics Championships and Olympic Games. Small businesses heard about how to set individual and team goals, to help them be the most successful they can be.

Welcoming all attendees to the event, Robin Mackenzie, Head of Small Business at Streamline, commented “I’m very proud to be involved in rewarding the efforts of the UK’s small business owners, all of whom have demonstrated excellence in business in very challenging economic times”.

Streamline is pleased to congratulate the 48 national finalists, the four category winners and the overall FSB Streamline UK Business of the Year 2013:

• Business innovation: Vegware – the UK’s first and only compostable food packing firm

• Entrepreneur of the year: Armit Autos – a bodywork and specialist repair garage

• Online business of the year: My Little Angel – an online wholesaler of baby clothes, toys and accessories

• Micro-business of the year: Atelier Millinery – a millinery boutique offering bespoke and ready to wear headwear

• Overall FSB Streamline UK Business of the Year: Vegware

For more information on the winners and this fantastic event visit: fsbstreamlineawards.co.uk

Sarah Grey and Theresa Suter, Vegware.

Adam Taylor and Lexi Tamason, Petshopbowl.

Roger Black, former British Olympic

athlete and silver medal winner.

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Entrepreneur of the year Online business of the year

A young mechanic who battled dyslexia and put himself through adult education, Steven Armit, who runs Armits Autos in West Lothian, Scotland, was awarded Young Entrepreneur of the Year as a result of his impressive business performance in the last year.

Armit’s bodywork and specialist repair garage, started less than two years ago, began as a night-time service for mechanical work and minor body repairs, but started operating full time within two months. In just a year, the business has more than trebled in size, and has moved three times to accommodate a staggering growth in business.

‘My Little Angels’, a company providing baby clothes, toys and accessories to hundreds of businesses and shops across the UK, was awarded the ‘Online Business of the Year’ Award as a result of its impressive business success.

My Little Angels is close to hitting its first annual £1million turnover and has revolutionised the market for baby products, using Facebook, Twitter and LinkedIn, along with a hands-on approach to website promotion to build brand awareness and customer interest.

Steven Armit said: “I struggled through school and when I left, I could barely read. But I really wanted to start my own business so got myself on an adult learning course to improve my skills.

I’m proof that anyone can turn their life around if they are dedicated, hard working, and prepared to be inventive and committed.”

As well as repairing cars, vans and commercial vehicles, Armit has also branched out to restoring classic and prestige cars. From trialing new products and materials, through to repairing rather than replacing where possible, he provides outstanding service which has seen his business boom.

Speaking of her win, Managing Director, Jayne Everson said: “It’s tough to start a small business in this climate but the key is to really find an opportunity no-one else is providing and work in a way that makes you stand out. I invest time in building relationships with my suppliers and learning about my customers and I keep costs down by training myself in areas that might help promote my business.

I’m delighted to win this award which I hope will give encouragement to other entrepreneurs and women to start their own business.”

View our twitter feed of the occasion

Colin Willman, Chairman, FSB (Member Services) tells “We were blown away by the impressive growth of this business. Armit has driven this growth by paying close attention to his customers’ needs growing the business through word-of-mouth, whilst also thinking what he can do over and above his competitors. He’s clearly got the tools, infrastructure and motivation in place to go on to great things.”

The company is now looking to expand its business by taking advantage of the growing market in personalised baby products and popularity of events such as baby showers.

Darren Wilson, Managing Director, Streamline said: “As My Little Angels has shown, if you have a great idea, you can find the tools and resources to help you get it off the ground. Jayne has used the online approach to great effect to expand her potential customer base and keep costs down: an approach that’s thrown the gauntlet down to established wholesalers, and changed the way the market operates.”

Roger Black, former British Olympic athlete and silver medallist, Lynsay and Scott Armit, Armits Autos, Robin Mackenzie, Head of Small Business Sales at Streamline and John Allen, FSB Chairman.

John Allen, FSB Chairman, Robin Mackenzie, Head of Small Business Sales at Streamline, Jayne Everson, My Little Angel Ltd and Roger Black, former British Olympic athlete and silver medallist.

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From just a team of two staff in 2009, the company now has customers and franchises across the globe, running a multi-million pound business.

Darren Wilson, Managing Director, Streamline said: “Small businesses play a crucial role in supporting the UK economy and as Vegware has shown, the trajectory for growth can be staggering. Vegware identified a clear need in the marketplace, recognised the incentives for businesses to get on board, and made a compelling financial and environmental case for potential customers.”

Micro-business of the year Business innovation and overall business of the year

Atelier Millinery, a London milliner serving stars of the big screen, was awarded the ‘Micro Business of the Year’ award, as a result of ‘standing out from the crowd’. The company provides bespoke and ready-to-wear headwear, as well as creative courses for hat designers in the making – promoting the best designs through its store.

Georgiana Abbott commented: “The millinery business is very traditional so I wanted to draw on that great British heritage and do something a bit different.

Vegware, an Edinburgh company providing environmentally-friendly food packaging, was awarded the business innovation award, along with the overall FSB Streamline business of the year award for their eco-credentials and staggering growth – the company now has an established footprint in countries from the US to Australia.

The pioneering firm is the only UK business to provide completely recyclable food packaging, avoiding resort to landfill or toxic incineration. Its ‘eco-catering’ products include everything from wine glasses to cutlery and are completely plastic-free.

Atelier Millinery promotes a number of independent milliners alongside our own house label which means we offer a wide range of styles. We scour vintage markets around Europe for unusual trimmings so that our customers can rely on us for something out of the ordinary.

We teach workshops for hobby crafters and milliners alike and our aim is to make our monthly events a hub for like-minded people to exchange ideas.”

Joe Frankel, MD and founder of Vegware commented: “We saw that foodservice needed packaging which can actually be recycled after use, and responded to that challenge. Our solution of certified compostable catering disposals and full recycling support is helping the UK’s biggest operators meet sustainability targets and save money.

As a result, we have enjoyed tenfold growth in three years, and now employ a team of 26, up from two in late 2009. The FSB win is our fifth this year alone, and is fantastic recognition that Vegware is making a positive contribution to the UK economy and global sustainability, and we are truly delighted to see our

achievements rewarded.”

View the images of the awards ceremony on Pinterest

View the stories on achievements of UK small businesses

Georgiana Abbott founded Atelier Millinery in 2010 after ten years in the industry as a part-time milliner. She was the Secretary of the British Hat Guild working with high profile patrons such as Joanna Lumley.

Colin Willman, Chairman, FSB (Member Services) added: “Georgiana’s business model shows that with a bit of creative thinking, a small business can generate income from a variety of sources, not just in-store or online. From establishing retail affiliates, to securing a presence at high profile sporting events, Georgiana’s infrastructure allows her to maximise revenue and

take the business to even greater heights.”

John Allen, FSB Chairman, Robin Mackenzie, Head of Small Business Sales at Streamline, Georgina Abbott, Atelier Millinery and Roger Black, former British Olympic athlete and silver medallist.

John Allen, FSB Chairman, Robin Mackenzie, Head of Small Business Sales at Streamline, Teresa Suter and Sarah Grey, Vegware, and Roger Black, former British Olympic athlete and silver medallist.

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SmallBusinessHeroes.co.uk launches to celebrate unsung heroes of UK small business

A new online community has launched aiming to champion the colourful UK small business scene. Smallbusinessheroes.co.uk, sponsored by Streamline, offers no-nonsense features, reviews, advice on topics directly affecting small businesses and their owners, as well as profiles of the heroes running UK small businesses.

The blog’s editor, Heather Baker, comments: “While there are already some great online resources for small businesses, we felt there was a distinct gap in the market for a blog that focuses on the people behind small business – their stories, their gripes, and why they chose to walk the rocky start-up path, to name a few examples.

“There are five million SMEs operating in the UK and we think it’s about time their owners (from sole traders to freelancers to directors) got a look in. We’re tired of just hearing about celebrity entrepreneurs, and the feedback from our Facebook group so far is that we’re not alone.”

We encourage you to get involved by visiting: smallbusinessheroes.co.uk.

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If the cardholder has a non-chip and PIN cardSome customers will continue to sign to authorise payments, because they will have magnetic stripe only card. It’s important to note these types of cards must not be refused at the point of sale.

If a signature is needed, then you should only use it to verify a transaction in exceptional cases – like when the customer has a non-chip and PIN card. Your terminal will prompt you when you need to ask the customer to sign to authorise payment.

What to do if your customer has forgotten their PIN

Chip and PIN is the usual way to accept card payments on your terminal when the card and cardholder are present – but do you know what to do if your customer has forgotten their PIN? Never use a

signature just because a customer

cannot remember their PIN.

If the cardholder enters their PIN incorrectly A cardholder has three chances to enter their PIN. If all these fail, the PIN will be locked – which means they will not be able to use the card until they have received a new PIN from their card issuer. In the meantime, you’ll need to ask your customer to pay with another card or cash.

If you receive a message on the terminal that the PIN is locked You cannot process the payment using this card. You’ll need to ask the cardholder to get in touch with their card issuer and ask for a new PIN, so that they can start using the card again in the future – and ask your customer to pay with another card or cash.

If the cardholder has forgotten their PINThey will not be able to use the card and they must contact their card issuer to obtain a new PIN. In the meantime, you’ll need to ask your customer to pay with another card or cash.

Extra security checksIf you do carry out a transaction using a signature as verification, you should take extra security precautions. Check that the:

• card is not damaged, cut or defaced in any way.

• signature strip for signs of damage or tampering.

• card has no specific security features.

• Find out more in the Card Recognition Guide.

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) Limited, trading as ‘Streamline’, is authorised by the Financial Conduct Authority under the Payment Service Regulations 2009 (No 530923) for the provision of payment services in the United Kingdom and is regulated by the Central Bank of Ireland for conduct of business rules.

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(ROI) 048 9044 6950

WorldPay Total Sales:

(UK) 0845 3666 015

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