Introduction
Peach is launching an in-store solution point of sale device to enable merchants to integrate online and in-store payments through a seamless omnichannel experience. . This document outlines our internal process for the provision of terminals to merchants. . This process ensures compliance with regulatory requirements and mitigates potential risks.
How We Distribute Terminals
Getting Started
New merchants will need to sign up as a merchant and go through the usual onboarding Know Your Business (KYB) process.
Both new and existing merchants will need to complete and submit an extra form to order a terminal(s): Order Form.
In the Terminal Order process, the merchants :
Receive a payment link for the terminal(s). Currently some of the terminals are being distributed to select merchants free of charge;
Agree to the terminal T&Cs;
Receive a confirmation of their processing, and acceptance fees
Receive an instruction on how to configure and connect the terminal and get started.
Delivery
Once the order process is complete, we send the order to Tactile (card machine provider).
Tactile puts the SIM card in the machine, sends it to the merchant, and gives us the terminal’s serial number, SIM number, and the tracking number.
Peach will record these numbers and assign them to a merchant
Merchant Receives the Machine
When the merchant receives the card machine from Tactile, the 4G should work right away.
The merchant will receive unlimited data to process transactions via the card machine, but there are controls in place to make sure the data can only be used for payments (this is also part of the T&Cs).
If the merchant loads their own app on the card machine, the data usage might increase. In those cases we might charge the merchant a bit more for their usage fee.
Risk Controls
The SIM card provided by Flickswitch will be RICA'd under Peach Payment’s business name to follow South African regulations.
The SIM card is programmed to work only in the assigned card machine. If removed, it will automatically deactivate.
Peach will link the serial number of the SIM card and the machine to the merchant, ensuring there is accurate tracking of all machines and SIM cards.
Only Peach approved apps can be installed on the terminal to avoid data usage for browsing and scrolling. If the merchants needs to access a browser (i.e. to order from their web-app, we will charge a different data price)
We have disabled the hotspot functionality for all terminals
We’re researching to only allow certain IP’s to accessed by 4G (that are necessary for payments and terminal updates)
Peach must ensure that all terminals are EMVCo certified to ensure they meet all the necessary technical and security requirements. Similarly, the terminals must be regularly updated to maintain compliance with the latest EMV standards, as these standards evolve to address new security threats.
In-store merchant FAQs
What terminals do we provide?
Peach Sunmi P2 Lite SE - a device without a printer (but with e-receipts)
Peach Sunmi P2 SE - a device with a printer
The spec of the terminals can be found on the below website
https://www.sunmi.com/en-US/p2-lite-se/
https://www.sunmi.com/en-US/p2-se/
On request we can equip the above terminals with a barcode scanner. This addition will increase the price of the terminal. In many cases, terminal pricing is tailored to the merchant's monthly processing volume.
Can the customer of the merchant pay with a phone or watch (i.e. Google Pay or Apple Pay)?
Yes
Can the merchant's customer tap, insert and swipe cards?
Yes
Can a merchant refund transactions?
Based on the merchant's risk exposure, the risk team will allocate the option for a merchant to refund transactions directly from their terminal or from the Peach dashboard.
The refunds are authorised with a unique supervisory PIN.
The refunds must not exceed the initial transaction amount. However, partial refunds will be allowed through ABSA aggregation.
All refunds must be issued back to the original card used for the payment.
For an alternative refund method , the merchant must log a ticket at [email protected] and include the referring reference number (RRN).
The refund will reflect on the customer's bank statement within 10 working days (due to delays at the bank).
Can Peach process Pre-Auths + Captures on the terminal?
This is currently not possible.
How do transactions reflect on the customer’s bank statement?
They will show as PEACH* <MERCHANT> i.e. PEACH* ZANDO
When will the transactions be settled to the merchant?
The transactions flow with Daily Settlements,e.g., Today’s transaction will be settled the next business day.
Will daily settlements be possible on aggregation or ISO?
Daily settlements are possible for both aggregation and ISO, but currently only supported by ABSA. Nedbank will be added Oct-Nov 2024.
Do we support Amex?
Currently this is not an option. This will be available once we connect to Nedbank in Oct-Nov ‘24.
How does the payments app work?
You can find a demo here.https://www.loom.com/share/242ec520f96644f7b46bd2e8e1c262ed
How can the merchant log a repair?
The merchant must call Peach Support on 021 200 5877, we will troubleshoot remotely and if necessary arrange a courier to pick up the terminal.
Once the process matures we will automate the process as much as possible using forms and the Tactile RMA portal.
What is included in the repair service?
Courier to and from the depot to the merchant.
Receive a working terminal in 24 hours (working days). Outlying areas may take longer.
Normal wear and accidental damage.
What is not included in the repair service?
Stolen batteries or terminals.
Batteries older than 1 year.
Damage beyond economical repair.
What are the costs linked to a terminal?
The costs consist of three components:
Processing fee: a percentage of the total volume processed.
Usage fee for 4G and repairs (T&Cs apply)
The terminal fee
The terminal without a printer costs 2699 ZAR ex VAT.
The terminal with the printer costs 3499 ZAR ex VAT.
For merchants >250k per month we can discuss custom pricing based on the volumes and number of terminals required
For larger merchants the pricing will be customised based on their volume, volumes per terminal and specific use case. The below link illustrates a table that serves as a guideline. in-store-rack-rates
When the merchant asks about pricing, request their expected volume and number of terminals. This will help us create an initial proposal.
Processing fee starts at
local cards: 2.4%
foreign cards: 3.2%
The usage fee is estimated at 49 ZAR per terminal per month.
See also in-store-sales
Where can the merchants read the full Terms and Conditions for the terminals?
Terms and Conditions are linked to the onboarding terminal order form. Pipefy form
How can a merchant print terminal receipts?
The terminals do not print receipts. However,there are 2 ways to produce a receipt.
After a payment is made, the customer can scan the QR code or enter their email address to get the receipt sent via email.
On the terminal, when clicking on the menu (top left) and History, a receipt can be re-send to the customer’s email address. See a sample here.
A terminal with a receipt printer will be added soon.
How can a merchant order (extra) terminals?
Terminals can be ordered via the Pipefy order form, https://app.pipefy.com/public/form/NRgjCcQJ, where the merchant can provide us with their details. After the order form is submitted, the merchant will receive a payment link. Once paid, the terminals will be shipped directly to the merchant.
Where can the merchant see their transactions?
In the Peach Dashboard.
How can a merchant filter for a specific terminal in the dashboard?
The merchant must enter the Serial Number of their terminal in the search box. The Serial Number can be found on the back of the terminal(The serial number starts with PC).
How can a merchant configure their terminal?
The merchant should unpack the terminal and turn it on.
Configure their Wifi network on the terminal and wait 5 minutes.
The Peach Payments app should now be installed. .
Open the app.
The merchant will only need to enter their activation code for the first time, which they will receive via email.
When they process their first transaction, they can enter the amount of the transaction and receive payment.
To check if 4G connectivity works, the merchant can turn off Wifi, and see the 4G logo on the top of the terminal screen
How is the terminal connected to the internet?
The terminals come with Wifi and two 4G networks (Vodacom and MTN). Peach provides 4G data, enabling the merchant to accept payments while working in the field. The data is not allowed to be used for other purposes (this is stated in the T&Cs). The merchant is unable to use the data for other purposes since there are no additional apps on the terminal, such as Chrome or YouTube. Additionally, the merchant cannot access the password for the mobile hotspot, as a password is required to open the Settings app.
If a merchant intentionally manages to use the data for unauthorised purposes, such as accessing the Settings app or removing the SIM from the terminal, Peach can limit the monthly data usage per SIM or block the SIM entirely.
Peach advises the merchant to always use Wifi if available for a more stable connection. Ideally the merchant has a dedicated Wifi network for the terminals, with a password that doesn’t change often.
In case the merchant installs their own app on the terminal, we’ll need to increase the usage fee depending on how much data the app consumes.
What if the merchant’s 4G doesn’t connect and they see a “Sign in to network” screen or a little “x” next to the 4G triangle?
This means that the Access Point Name (APN) is not set up correctly. To fix it, the merchant can go to:
Settings (Peach override PIN: 9753, DO NOT GIVE THIS PIN TO MERCHANTS)
Network and Internet
Mobile Network
Advanced
Access Point Names
Select Flickswitch
Are any alternative payment methods available on the terminal?
Currently the terminal supports card payments. Soon, we will enable APMs like QR, D-QR (in Mauritius) and Capitec Pay to the same terminal.
How can the merchant pull a day-end report?
Go to the Peach dashboard.
Select the date.
Click on the top right to make an export for the selected date
How can the merchant get started with Peach In-store Solution?
New merchants sign up with the usual KYB (Know Your Business) onboarding process
To order a terminal, there is a separate Terminal Order form for the merchant to complete.
Merchants can fill out this form.
The form starts the Terminal Order process and requests will be picked up by the Operations Onboarding Team.
If an existing merchant wants to order terminals, they can use the same order form.
In the Terminal Order process, the merchants :
Get a payment link
Agree with the terminal T&Cs
Get a quotation of their processing fees
Get an instruction on how start and set up their terminal
Where are the terminals shipped from?
The terminals are stored in a Johannesburg depot at our distributor Tactile. Once a merchant orders and pays for the terminals, Tactile will insert a SIM card in the terminal and get the package shipped to the merchant.
If a partner wants to sign up a lot of sub-merchants, how will we go about that?
This would be for cases like RoomRaccoon, Activitar, etc. Usually, each merchant has a separate profile with us. We can consider ways to simplify onboarding for specific groups of merchants on a case-by-case basis. Ultimately, Peach will handle the onboarding process, not the partner.
Why can’t the merchant access the Settings on the terminal?
There is a password (9753) to access the terminal settings. We don’t give this PIN to merchants as that would allow their employees to create a hotspot to use our 4G data. The merchant sets up Wifi when the terminal is first turned on. If the merchant wants to set up more Wifi networks we can provide the password to the administrator of the merchant.
Support FAQs
How do we set up a new merchant account?
All steps are documented in Pipefy, follow the link below:
https://app.pipefy.com/pipes/304229829
Create the merchant in the Console and add a channel <Merchant> Instore Absa
In the Sunmi portal, assign the terminal to a configuration (a sub account usually dft-peach). This indicates which apps will be installed automatically on the merchants terminal
Create the merchant in Exipay and add the channel_id, also assign the terminals to the merchant
Send the merchant the email with the set up instructions and the activation code
What if a merchant calls in that the terminal is not working?
Ask what is not working, and where the process stopped. Basic things to check would be:
Ask for the specific error that the merchant sees.
Does the terminal have an internet connection?
Has the device just been dropped? In that case the tampering mechanism kicks in
What if the merchant enters their merchant Pin on the terminal and gets “Unauthorized, Please contact your service provider for further assistance”?
Check if the merchant entered the Pin from the email sent by Peach when the terminal was delivered and set up.
Check if the Pin that the merchant received is the same as the one in the Exipay portal. If they are different, send them the correct Pin via email. DON’T provide the Pin over the phone.
What if the merchant calls to check if a transaction was successful?
You can see this in the Peach Dashboard, there often won’t be an order_id, but you can ask for the amount, time, and RRN (which is on the customer’s receipt). Currently the Dashboard can’t search for the RRN. Best solution is to take the amount and time of transaction, and double check if the RRN in the dashboard matches the RRN provided by the merchant.
How can the merchant see their order_id in our dashboard?
Having an order_id available in the dashboard helps link transactions in the Peach Dashboard to the merchant’s ordering system. Currently the merchant needs to use their app on the terminal to initiate the transaction and include the order_id in the request. We are working on a new feature that will let merchants enter the order_id directly before the payment, making it visible in the Peach Dashboard.
How can the merchant build an app-to-app integration, so that they can initiate transactions on the terminal from their app?
The merchant can put their app on the Peach terminal and build a (light) integration to initiate the transaction from their app. Effectively, they push the amount and extra data (in json i.e. {“orderId”: “order123”, “tipAmount”: 50}) to our payments app, and our payments app pushes back the result to the merchant’s app (including the extra data that the merchant provided.
The integration docs can be found here https://peachpayments.slack.com/files/U5MT69HN0/F07A7AZ2ZEE/intent_api_v2.0.0__1st_draft_.pdf
A movie of the merchant/customer experience can be found here https://www.loom.com/share/810b991e3a1d4d45bb445b7af3517f55
Example Case:
The Activitar, where they put their app on our terminal, their agents that (i.e.) walk around in the waterfront selling activities to tourists from the Activitar app. Once payment needs to happen, the Activitar app pushes the payment to our payments app, and once the order is paid we push back the result of the payment so that the Actvitar app can mark the order is paid and take it from there.
Is there a functionality available on the terminal for merchants to keep stock, select products and initiate payments from?
For retail merchants we are looking into a partnership with Posterita (https://www.posterita.com/). This app allows merchants to upload their products and stock to Posterita. Once a customer wants to put in an order, the cashier opens the Posterita app on the terminal, selects the products and clicks pay. This will initiate the payment on our payments app. For these cases we can provide a terminal with a barcode scanner (please enquire with Chris).
For restaurants we are looking into a partnership with Orda or PetPooja