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COVID-19 update: RMS are open for business and here to help you

20 March 2020

small business COVID-19 Coronavirus support

We’re on a mission to make customers’ lives easier, and whilst we’re in the midst of an ever-changing and unpredictable global crisis with coronavirus, it’s especially important to us that we honour our mission during this challenging time for small businesses.

Retail Merchant Services COVID-19 update

Retail Merchant Services take pride in being a champion for small business owners, and whilst we can’t predict the future, we want to reassure you that we are prepared for the road ahead. Our business continuity plans are in-place, and ultimately, we are here to help and support you in any way that we can.


Retail Merchant Services’ operational response to coronavirus:


  1. Our Customer Support teams are fully operational and ready to take your calls. Our number is 01908 354500 (UK) / 01 485 4946 (IRE) or you can request a call-back.
  1. Our opening hours remain the same: 8am-8pm Mon-Fri, 9am-5pm Sat, 10am-4pm Sun.
  1. We don’t currently expect a decline in processing services.

  2. We will follow all guidance from the WHO (World Health Organisation) and national authorities, keeping you updated where required, as the situation develops.

How can Retail Merchant Services support my business during this time?


1. We’re waiving charges on Same Day Settlement¹


If you’re an existing Retail Merchant Services customer and you don’t have Same Day Settlement enabled on your account, we will activate this for you and waive the £2.95 monthly charge¹.

Getting your money faster from each transaction could contribute to a healthier cash flow during a slow period of business, due to the widespread caution brought on by the coronavirus. Same Day Settlement will send funds from your card machine to your business bank account in only a few hours, compared to the standard 3-5 days.

If you want to enable Same Day Settlement on your card machine, please request a call-back or call us directly on 01908 354 500.


Note: Some accounts can only facilitate ‘next day’ settlement, whereby funds that are batched by 12 am will be in your account by 11 am the next day. This is also a service we will be waiving monthly fees on.

2. We will enable ‘Customer Not Present’ (CNP) transactions on your card machine free of charge²


If your business offers a delivery or takeaway service (or has recently implemented one due to the impact of government advice) we can activate ‘Customer Not Present’ transactions on your card machine completely free of charge.

Definition of a Customer Not Present transaction:
A 'Customer Not Present' transaction, is a received card payment whereby the cardholder does not, or cannot physically, present the card for the merchant's visual examination at the time an order is given and payment effected. It's most commonly used for payments made over the phone and internet, but also mail-order transactions by mail or fax.

Having CNP activated on your card machine will allow your business to:

• Take card payments over the phone
• Process card payments from online orders and mail orders

To enable CNP transactions on your card machine free of charge, we will first need your permission; to do this, you can request a call-back or call us on 01908 354 500.

3. Give us a call if you’re worried or need advice


If you have any questions or concerns regarding your account, service level or current agreement with us during this time, please call us or request a call-back. Alternatively, if you want to suggest another way we could support you, we are here to listen.


Useful resources

→ Chancellor unveils £330bn lifeline for economy
→ Rishi Sunak unveils £330bn package of loans for businesses
→ COVID-19: support for businesses


Terms and conditions apply. (1)  Waived fees on Same Day Settlement and Next Day Settlement services are only available to new customers and existing Retail Merchant Services customers without one of the aforementioned services already enabled. All applicants will still be subject to a £0.30 per batch fee as imposed by your acquiring bank. (2)  The setup costs associated with enabling Customer Not Present (CNP) transactions on your account will be waived. Transaction costs may vary between Customer Not Present and Customer Present transactions. This is imposed by your acquiring bank. Retail Merchant Services reserve the right to withdraw or amend this offer at any time.

Retail Merchant Services: COVID-19 FAQs

What is RMS' approach to the COVID-19 situation?
  • We’re doing everything we can to maintain our normal level of Customer Service.

  • We will follow the guidance provided by the World Health Organization (WHO) and UK Government and obey any restrictions imposed.

  • We currently don’t foresee any major disruptions but will keep all customers updated where required.
How can Retail Merchant Services support my business?
  1. Our Customer Support team are operating within their normal working hours (8am-8pm Mon-Fri, 9am-5pm Sat, 10am-4pm Sun) and can be called on 01908 354500 (UK) / 01 485 4946 (IRE) to discuss any concerns or issues you may have.

  2. We’re waiving fees on Same Day Settlement¹ in an attempt to promote healthier cash flow in your business during this difficult period.

  3. We will enable ‘Customer Not Present’ transactions on your card machine free of charge, to give your customers the opportunity to pay over the phone if they have been advised not to enter your business premises.
How will RMS communicate during this time?

We will continue communicating with our customers over phone, email, SMS and written letter. However, there may be instances where written letters are delayed and/or migrated to email in the case they can’t be fulfilled by our employees, dedicated mailing house or by delivery services in a physical format.

In the case of a sudden and significant operational change due to coronavirus, we will be using our social media channels (listed below) to communicate to customers, with a view to follow up as soon as possible in more detail over email and written letter where applicable.

Retail Merchant Services Facebook
Retail Merchant Services Twitter

Will RMS employees still visit businesses in person?
Business Development Meetings:

For any businesses with a pre-booked, face-to-face appointment with one of our Business Development Managers, these will be conducted over telephone or may need to be rescheduled for a later date.

Alternatively, our inside sales teams are still operating within normal hours (9am-5pm Mon-Fri) and can be contacted on: 01908 359 190 to discuss any of our products or services.


On-site technical support and troubleshooting:

On the odd occasion where one of our employees would perform a site visit to resolve a technical issue, as always, our first resort will be to resolve these over the phone. If this can’t be achieved, an on-site visit may be deferred to a later date or proceed as planned if mutually agreed by both Retail Merchant Services and your business.

Are RMS accepting visitors at its offices?

Only in extremely rare circumstances will our customers need to visit our Milton Keynes Head Office. However, in line with government advice, we are avoiding the acceptance of all unnecessary visitors onto our business premises and migrating face-to-face meetings to be held by telephone or video conference.

This also applies to commercial partners and other visiting third parties.

Will my level of support from RMS be affected?

Following WHO and UK Government advice, Retail Merchant Services are running a business continuity plan whereby any employee with the ability to work from home will do so. This covers all departments within the business, but will not currently the affect the output of service to our customers.