4+4 | Strategic thinking for post-pandemic payments

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Early on in the pandemic my colleagues at Consult Hyperion and I did a lot of research to explore how it might impact our customers and our customers’ customers, just as I am sure every other organisation in the payments sector did. We looked at a lot of speculative forecasts, we looked at research and analysis from quite a wide range of organisations in the financial sector and beyond, we spoke to a number of people in the industry and we took part in a fair few discussions and debates on the topic. As a result of this, we identified a number of strategic areas where stakeholders in the payment space should be developing or at least preparing their strategies and where they should be planning for some changes to take them through and beyond the COVID-19 crisis.

Back to the future – QR codes are coming

QR codes are coming

Who’d have thought that the humble barcode – reimagined in 3D – would have posed a genuine threat to the global behemoths that are the international card payments schemes?  And, of all the times, why now? Well, as always, there’s no single answer. We’re seeing multiple trends coalescing to drive uptake of QR code initiated payments, but the announcement by PayPal that they’re rolling their solution out to all CVS stores is perhaps a critical moment:

PayPal and InComm on Thursday (July 30) unveiled a QR code payment system that will enable touchless checkouts by PayPal and Venmo users with their mobile phones at brick-and-mortar stores.

Paypal teams up with CVS to offer touch-free payments

It’s not so much that it makes QR codes mainstream, it’s more that it validates the point that they’re a perfectly viable way of making in-store payments, and then tying it to a e-comm type payment method: now that’s replicable. Four things are coming together to drive the adoption of QR codes:

  1. Smartphones: The widespread availability of smartphones makes them a perfect solution for retail payments. If everyone has one then creating a pervasive alternative to card payments is possible.
  2. Connectivity: In fact it’s not absolutely necessary to always have mobile data connectivity to allow QR code based payments, but I helps managing the risk. And even where mobile data isn’t available a lot of mainstream retail chains are providing in store WiFi or Bluetooth capability.
  3. COVID-19: Suddenly contact-free payments are the way to go – and QR Code initiated payments are a guaranteed way of ensuring that payments can be made without touching merchant equipment.
  4. Integrated retail experiences – “omnichannel”: Merchants with a good omnichannel experience are having a better crisis because the ability to order and pay on one channel and fulfil on another is critical. Increasingly merchant POS estates have API based access to backend systems which can be used to access QR code authorisation or approval channels.

The pay-by-app model, we’ve been touting for years is actually, finally, coming to fruition. Lots of individual merchants – and probably every major supermarket chain in the world – has its own app that allows QR code based payments. Those apps allow a range of other functions to be integrated, including scanning, checkout, automated loyalty redemption and real-time customer data analytics.  The ability to make the customer relationship sticky is attractive and with the average supermarket basket value increasing as customers shop bigger and less often ensuring that you’re the retail destination of choice is critical.

Behind this, however, is another change – and one that the PayPal deal with CVS lays bare. There is nothing that forces one of these QR code initiated payment apps to use payment cards as the means of transaction. Sure, they’ll be there as a backup but any API-based payment solution – and there are hundreds, if not thousands – can be integrated. As direct to account payment APIs, such as the PSD2 payment initiation API that’s mandated in Europe, become more widespread, it will be possible to go direct to the payment account in order to authorise payments.

This trend has other, major implications for other aspects of payments such as settlement and refunds but, as we can see from our own clients, a lot of thought and effort is going into resolving those issues. For retailers who can see lower cost of payments, reduced fraud, significant reductions in the cost of handling chargebacks and faster settlement this is a win-win-win-win situation.

As you might surmise, here at Consult Hyperion, we are heavily involved in all aspects of this change. From helping to develop and secure the apps, to advising on the business and governance models, through to designing and developing the solutions, and providing regulatory advice. We’re leaders in the field. If you’re interested come back to the future with us, QR codes are coming…


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