Okay, so you're using Helcim Fee Saver – that's awesome! But now comes the part where you have to talk to your customers about it, and let's be honest, discussing extra fees can feel a little awkward.
The good news is, it doesn't have to be! Clear communication is key, not only because it's required by regulations and card brand rules, but also because it helps keep your customers happy and builds trust.
In this article, we'll give you some friendly advice and practical tips on how to chat with your customers about Helcim Fee Saver.
In this article
Why clear communication matters
We get it—talking about fees might not be your favorite thing. But trust us, it's worth it! Here's why:
It's the right thing to do: Following the rules and regulations is super important, and clear communication is a big part of that.
It builds trust: When you're open and honest with your customers, they appreciate it. No one likes hidden fees!
It prevents misunderstandings: Explaining the fee upfront avoids confusion and potential frustration at the checkout.
It shows you value their business: By giving them options (like paying with ACH or debit), you're showing you care about their experience.
Key communication points
So, what should you actually say to your customers? Here are some key things to keep in mind:
Be upfront: Don't bury the fee in the fine print. Mention it early in the transaction.
Explain why: Briefly explain that credit card transactions cost businesses money, and Fee Saver helps cover those costs.
Offer alternatives: Remind customers they can avoid the fee by using other payment methods.
Keep it simple: Avoid technical jargon. Use plain language that everyone can understand.
Be positive: Frame it as providing customers with more payment options.
Example customer questions and how to respond
Inevitably, some customers will have questions. Here are a couple of common ones and how you can answer them.
“Why am I being charged for paying by credit card?”
“Credit card companies charge businesses a small fee for each transaction. To keep our prices competitive and offer the convenience of credit card payments, we use Helcim Fee Saver, which adds a small fee when you choose to pay with a credit card. Of course, you can always use other payment methods like debit or ACH to avoid this fee.”
“What if I don’t want to pay the fee?”
“No problem at all! We totally understand. You can easily avoid the fee by paying with cash, debit card, or ACH bank payment. Those options don't have any added cost.”
Surcharging: In-person disclosure requirements
If you're using Helcim Fee Saver on the Smart Terminal, there are specific rules about how you need to let customers know about the surcharge:
The customer needs to know that you are adding the surcharge, not the card company.
The surcharge can't be higher than what it costs you to process the credit card.
You have to give customers the option to pay another way if they don't want to pay the surcharge.
You can make your own signs to let customers know, or you can download templates to print out here.
| Certain regions may have specific laws around surcharging that your business should follow. |
| For example: if your business operates in New York state, you have to show your prices for both cash and credit card (with the additional fee included in the sum total). |
Convenience fees: Online Fee Saver notifications
For online transactions, Helcim Fee Saver will automatically notify customers about the convenience fee. When they go to pay, it'll be clearly displayed before they finalize the payment. It'll also show up as a separate line item on their invoice and receipt.
| Even though Helcim does this automatically, it's still a good idea to mention the fee elsewhere on your website or in your communication with customers. |
Next steps
Hopefully, you're feeling more confident about chatting with your customers about Helcim Fee Saver! Remember, a little communication goes a long way.
| If you haven’t already, learn how to enable Fee Saver for your business in this article. |
FAQ
Is the extra fee mandatory for customers?
Customers always have the option to pay with other methods besides a credit card to avoid the fee. It's all about giving them choices.
What if a customer asks about the specific percentage or amount of the fee?
Be ready to provide that information. Honesty is the best policy!
When a customer uses | Customer pays |
Credit card (in-person) | 2.40% in Canada 3% in the US |
Credit card (online) | 3% +0.5% for AMEX +1.5% for international cards |
Where will the fee be displayed to the customer?
For in-person, it'll be on the receipt. For online, it'll be on the payment page and the receipt or invoice.