Taking customer-not-present payments via Lopay
If your customer is not present, we recommend sending a Payment Link via email, text, WhatsApp etc - your customer can click this link to pay from wherever they are. It is a simple and effective way to take payments from anywhere via Lopay. For more guidance on sending a Payment Link, please click here.
For Lopay Business Terminal users, we also offer a Mail Order / Telephone Order (MOTO) payment feature which enables you to accept payments by manually entering the customer’s card details on their behalf. This feature is currently only available with the Business Terminal.
Important considerations when using MOTO payments
MOTO payments are customer transactions which are typically made over the phone. In other words, they’re a type of card not present transaction. With MOTO payments there is a higher likelihood of chargebacks as customers might not recognise the payment or claim they never authorised the transaction. It is therefore important to keep detailed records of transactions and customer interactions. Recording calls (with consent) and using signed order forms can provide evidence in dispute resolutions.
When handling sensitive payment information over the phone there is also a higher risk of data breaches and unauthorised access. It is vital to adhere to PCI DSS requirements, train staff on data security, and ensure that any written information is stored securely and then destroyed properly when no longer needed. Anyone taking payments over the phone should receive thorough training that included:
How to identify suspicious phone calls
How common forms of 'Card not present' fraud work.
How to communicate with customers over the phone to prevent fraud.
The escalation process following a suspicious phone call.
Turning on MOTO on the Business Terminal:
If you see a Mail Order / Telephone Order pop up you can click the button in this pop up to 'Turn feature on'. Alternatively, at any time you can follow the steps below:
Go to the 'Admin' tab on the Business Terminal (last icon at the bottom of the screen)
Toggle on 'Mail Order / Telephone Order'
Once toggled on, the MOTO payment button will become visible on the both the 'Charge' and 'Shop' screens
Taking a payment via MOTO:
A MOTO payment can be taken via either the 'Charge' screen or the 'Shop' screen:
Enter the payment amount
Select the “MOTO Payment” icon - this is a globe and phone icon as shown in the screenshot above.
Input the customer’s card details via the keyboard that will appear when you click in the text boxes. You will need the following details:
Card number
Card expiration date
CVV/CVC
Billing address post code
The terminal will then display the result of the payment (success/failure) and provide the option to send a receipt if needed.
For any further questions or help, please email us at [email protected].