PayPoint chief executive Nick Wiles has admitted to the company’s shortcomings over the past year, in an open letter to retailers.

Wiles said: “After listening to our retailer partners extensively over the past year, it is clear to me that PayPoint’s relationship with its retail partners has not been good enough and, too often, we have fallen short of what you should expect of us.

“We have not always been on your side and there are a number of specific issues which we need to work with you on that have affected your businesses, including reduced commission, banking charges, escalating costs, customer support and how we have sometimes responded to you. We don’t pretend to have handled everything well and it’s clear that we must work harder to improve and rebuild relationships with all of you.”

The chief executive stopped short of an apology, stating that while PayPoint cannot change the past they are willing to ‘work together to evolve our proposition and strengthen the service and products we offer to your business.’

PayPoint are proposing a number of ‘exciting developments’ that will be launching over the coming year, including:

• New eMoney brands which will offer richer commission, significant marketing support and provide a broader range of customers reasons to visit your store.
• Link Counter Service is an innovative service rolling out later this year, the service enables cash withdrawals over the counter with the opportunity to earn for every withdrawal and balance enquiry.
• Snappy Shopper home delivery service launches in Summer 2021, the service enables you to offer online ordering, click and collect and home delivery direct to your customers homes.
• Collect+ will continue to expand its range of partners, adding Amazon, eBay, DHL, DPS, Fedex and Hubbox.
• A new partnership with FMCG vouchers/rewards will be launching in Summer 2021, the partnership will connect you with big consumer brands, digital vouchering, digital advertising via PayPoint One and retailer rewards programmes.

The company has also promised to improve their overall service to businesses by offering key improvements and investments into specific areas, to enhance the day-to-day service that is offered.

In doing so PayPoint is fully committed to engaging more regularly to update on progress and gather continuous feedback on areas for improvement.

Wiles said: “The convenience sector and our retailer partners are at the heart of our strategy, and we are focused on investing to enhance our proposition and opening up new revenue opportunities for everyone we work with. You have my personal commitment that we will rebuild our relationship with you, engage with you more regularly and strengthen our proposition to deliver better products, service and value to you and your business.”#

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