It feels strange to be writing about paying for food, one of the basic skills we learn in early childhood. However, these are exceptional times, when the basic notion of how we pay is being challenged. It seems we are now considering the different options for paying safely when physical contact must be kept to a minimum.
Consult Hyperion has been alerted to many requests for advice from community groups who normally rely on cash payments, so in response we have drawn up some guiding principles:
1. Maintain good practice: be aware of the vulnerability, both real and perceived, of people unable to leave their homes. Asking them to do things differently risks increasing anxiety and leaving them open to fraud.
2. Keep it simple: work with payments options people already use, and those they are familiar with. The large spike in phishing attacks over the past month highlights scammers’ eagerness to abuse this situation.
3. Maintain records: clear and consistent transaction logging is essential to protect both organisers and the people they are helping. Keep invoices for tracking and reconciliation purposes.
4. Work with existing networks: local authorities, housing associations, care providers, charities, community groups, faith groups, even village shops. The mix will vary according to the community.
5. Only allow demonstrably trustworthy individuals to handle payments: the list of people permitted to countersign passport applications could be a good starting point, but each community is different. Trust is vital in payments.
6. Keep payments and shopping separate: older readers will remember having an account with their local shop and having items added to their tally, paying the bill weekly or monthly.
7. School meals provide a good example: cards (or biometrics) are used to ensure all students have equal access to food, without the stigma attached with free school meals. Food is still served, even if the system has technical issues.
8. Take the time to discuss people’s preferences over the phone: The person receiving the shopping doesn’t have to be the person who pays. Be creative in encouraging people to contribute a little extra, or allow friends and family to pay on their behalf.
When organising payments, only use options people already have. This is not the time for a stressful sign-up process. In order of preference:
Online – PayPal, Bank Transfer, Pingit
With any new online payment, if there is a level of trust through an existing relationship, ask the account holder to send a small sum of 1p or 10p to the intended account, to check that it does arrive in the right place.
PayPal: convenient if you already have an account. Allows you to choose different sources of funds to transfer. Can be used for paying individuals as well as organisations. Includes a degree of protection.
Bank transfer (frequently referred to as Faster Payments): Despite communication from many of our banks, the full roll out of Confirmation of Payee is delayed. There is uncertainty over whether the money will arrive in the right place, so test initially with small amounts. It is irreversible. It can be performed easily via internet banking if you have the capability. Telephone banking is currently overloaded.
Some apps enable an invoice with bank details to be presented through a link to web page. This is better than simply sending requests for payments within an email, as fraudsters can’t just intercept the email and change the recipient details. It requires more effort to set up a fraud and is more likely to get spotted.
Pingit: Less widespread but convenient person-to-person payments which can be sent to a mobile number.
Contactless at the door
Using a portable reader from companies like iZettle, SumUp and Square. Apple Pay and Google Pay are good options as they allow higher value payments without the need to touch the device, if people already have the capability. Appropriate distancing must be observed.
The householder only has to part with a single piece of paper and does not have to receive change. Cheques will have to be paid in and take a while to clear but there is very little risk of the householder absconding.
People are encouraged to avoid handling cash and avoid touching ATMs. Keeping cash in the home makes people more vulnerable. However, some people rely on cash. Where change is to be given, this should be arranged in advance and put in an envelope.
These are extraordinary times, which force us to look differently at the way we pay. Consult Hyperion have been enabling secure payments for over 30 years and we are able to apply our own Structured Risk Analysis process to understand the threats and possible countermeasures in every situation. These threats normally relate to the security of systems but in this case also encompass the risk of infection and people being left without essential supplies.
If you are reading this from home and need help, try phoning your local shop. If they are not organising deliveries themselves, they may well be aware of groups who are. Many local stores and community groups are providing help to these who need it, providing a much needed service. Get in touch with your local group.