PayByLink

PayByLink is a one-time use link sent to a customer’s phone or email to make secure payments. It allows customers to pay securely by debit or credit card at their own convenience.

A one-time use link is sent to a customer’s phone or email with a simple payment form for them to open and enter their card details. Contact centre agents do not see the customer’s card payment details.

Contact centre agents can generate and distribute payment requests manually or payment files can be imported to send links automatically.

PayByLink can be sent via SMS, email, WhatsApp or Facebook Messenger – every method offers a safe way for customers to submit their card data. The unique link provides a pre-populated form to make a payment with a previously stored card or new details can be submitted in a convenient way.

Encoded provides templates that can be customised to match a company’s brand. This helps provide a seamless experience to customers and extra reassurance that the link to the payment form is genuine.

• Customers can pay securely at their own convenience. The one-click payment makes it easy for them to make a deposit, purchase or top-up products or services.
• Payments are easier and quicker, which helps to reduce levels of debt (benefitting both the customer and the merchant).
• Agents are freed to handle more complex calls or those from more vulnerable customers.

PaybyLink can use stored card data if a token pool exists. Tokenisation is where a code protects and makes the customer’s card data anonymous to the merchant and is often used for recurring payments. The PayByLink service can also be used to collect new card data when existing data has expired in a non-intrusive, convenient and cost-effective way.

When used in conjunction with Encoded’s Customer Engagement Platform, PayByLink helps to increase customer service opportunities. Contact centres can use the SMS chat feature on the Customer Engagement Platform, to promote the use of online services, broadcast details of mobile apps and invite customers to download additional product information.

PayByLink shifts chargeback liability from the merchant to the card issuing bank. Customer authentication is required from the card issuer to approve payment. Once approved, it is the card issuer that is then responsible for the money transfer or refund.

Using Encoded PayByLink eliminates agent and network contact with any personal customer data, helping with General Data Protection Regulation (GDPR) compliance. In this way, PayByLink also supports PCI DSS compliance by helping to de-scope the contact centre and meet the Payment Services Directive (PSD2) by implementing Strong Customer Authentication (SCA).

PayByLink provides reports in real-time which shows PayByLink requests sent, received and used. It helps keep track of customer payment activities.

Encoded’s PayByLink solution bridges the gap between personalised customer service and enhancing security, whilst reducing the often heavy financial costs of PCI DSS compliance.

The unique link provides a pre-populated payment form for customers to pay with a previously stored card or new details can be submitted in a secure, convenient way, which means that data is stored outside of the contact centre.

Using PayByLink customer payment data is stored and encrypted independent of a contact centre’s network or resources. It helps to de-scope the contact centre and meet PCI DSS compliance.

PayByLink provides seamless integration with Encoded’s Customer Engagement Platform which has the ability to handle most enquiries, only pushing conversations to a live agent when, and if, an enquiry falls outside of set parameters. This enables a few agents to handle a large number of live customer engagements.