Deck the halls with holiday earnings

A message from your Customer Account Manager
Black Friday on November 28 and Cyber Monday on December 1 are among the busiest holiday shopping days of the year, kicking off a critical revenue-generating window for retailers. Consumers plan for this timeframe. If your customer service isn’t ramped up when they’re ready to buy, you may miss opportunities to fully cash in on the season. Read on to learn about core actions we advise you to take given required lead times.

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Lay the groundwork before the holiday rush takes over

Take these actions 60 days ahead of peak season  demand

1. Reorder your stock of gift cards.Production timeframes become longer as we get closer to a peak season. By placing reorders now, you’ll be ready to tap into this revenue stream as soon as demand picks up. For businesses with an existing gift card program with Elavon, follow your usual gift card reordering process. If you don’t offer gift cards but would like to begin, contact your account manager to get started.
   
   Did you know? Gift cards will top shopping lists this holiday season. Consumers surveyed by PwC, a professional services advisory company, are choosing to buy gift cards as gifts as a way to avoid rising costs and stick to their budget. “A $100 gift card still signals generosity, even if it buys less than it did a year ago,” said PwC.
2. Add a temporary device. Consumers expect quick transactions – even in-store – and their patience continues to wane. Almost 15% of shoppers will abandon their purchase* and 50% of those shoppers will leave a store after waiting in line for just 30 seconds. Speed customers though checkout by temporarily adding another payment device to your current system – then return it when your busy season is over. Setup is an easy, straightforward process.
3. Configure for curbside. Changing consumer expectations are driving demand for in-store and curbside pickup of online orders. Only 14% of customers* are comfortable waiting more than three days for their online order to arrive, while 38% say they typically expect to wait one day or less. Plus, 37%* rank free delivery as the most important element when shopping online. Consider these logistical details when configuring for curbside pickup:
   • Have a dedicated place to put orders once they’re filled and ready for pickup, so your staff members know exactly who is going to grab the order and from where.
   • Make it obvious what customers should do when they arrive. Do they text a number or do they call? Tip: Reuse your curbside pickup signs from the COVID pandemic.
   • Set pickup time quotes far enough out that you know you will have time to fill orders before the customer arrives. Then make sure customers are aware that this convenience is available. It can be a competitive advantage for you – especially if executed well.

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Time to jingle into high gear

Take these actions 30 days ahead of peak season demand

1. Seasonal businesses should reopen their account now. You’ve been waiting all year to sell your product or service. Don’t cut yourself short by delaying reopening your account and promptly reordering terminals. We experience seasonal demand just like you so call customer service 2 – 4 weeks out to ensure you’re ready to accept payments as soon as your customers are ready to buy.
2. Be sure your returns and refund policy is clear and easily findable on your website. Returns surge during and after a holiday. By eliminating ambiguity and communicating clear expectations, you can build customer trust, potentially reduce unnecessary chargebacks, and lean on the policy as evidence when responding to a customer chargeback. Your policy should specify the return time period, the acceptable condition of the product and the refund procedure.
3. Double check that your credit card surcharge signage is visible.Holiday-themed products or limited-time offers can easily take over a checkout counter. If you offer surcharge, double check that your required customer signage is still easily visible. Call your account manager if you want to learn more about our fully card brand compliant surcharge program that helps offset the expense of credit card acceptance.
4. Check that terminal software is up to date. Many software updates help device operation stay secure and in compliance with card network data security standards. Verify that software auto-download is turned on in your device settings to allow for automatic updates. Keep your payment device turned on and connected to the internet at all times, including when you’re closed, so that auto-downloads can take place.
5. Celebrate Small Business Saturday.® Founded by American Express as part of a larger Shop Small® movement, November 29 is dedicated this year to elevating public awareness of small businesses and the benefits of shopping local. Access Shop Small Resources.*

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Don’t fall for the phony – verify before you act

Recognizing imposter scams 

History is replete with con artists concocting elaborate schemes to swindle businesses and today scammers are upping their game. We mention this now because there is often an uptick in scams during busy holiday seasons when business owners are distracted. This month, we want to highlight imposter scams.

Scammers commonly make contact through phone calls, text messages, emails, social media or the postal service. They may say they work for one of your vendors, including using the names of current or former employees, or send you something claiming it is from your vendor. Often, these scammers will pressure you into sharing business or personal information, sending money, or signing a bogus contract with a fee attached. Or they may demand payment for alleged anti-money laundering violations or outstanding debts.

We urge caution when receiving any unsolicited contact from individuals or entities claiming to be from any of your vendor partners. Here are some common red flags to be aware of:

• Claims they are your service provider and that changes to your business account are required. Then asks for user credentials (username/password) within an email or text and often via a link you need to click on.
• Requires you to confirm, update or verify your account information, credit card or billing information.
• Requires immediate action and threatens to close or suspend your account.
• Tells you your account has been compromised and asks you to give or confirm your account information.
• Invites you to answer a survey in which your account information is needed in order to submit the survey.

By handing over or confirming account information/user credentials, you are potentially allowing the fraudster to access your account. They may add account users, change email information, change Direct Deposit Account information, etc.

Trust your instincts and call Customer Care or your account manager to confirm legitimacy if a request seems questionable or suspicious.

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