Finding the New Normal After the COVID-19 Reset

So much has changed over the last several weeks, when COVID-19 hit the U.S., life as we knew it literally paused.  Last week we moved back into our Segpay corporate headquarters along with many others across the country.  As we begin to develop our new normal, we know many parts of the business community are going to look different.  In Cathy’s latest XBIZ Column, she shares four areas that are evolving due to the Corona Virus effect. 

“The dramatic increase in online sales has reinforced the need for stronger authentication tools.
said Segpay CEO Cathy Beardsley.  “As we move towards more e-commerce and higher risk transactions, U.S. merchants will need to take advantage of programs like Verified by Visa and 3D Secure.” 

Learn more about the changes we’re seeing and what’s possible to come as we develop the new normal in the full column here.

Get to Know a Segpay Employee: Caroline

You may have seen her around the office, at a trade show or in a photo on Segpay’s social media but who is Caroline Karolinko and what does she do at Segpay?  Caroline is on the marketing team and helps in all departments from sales to tech.  She assists on many projects including marketing, managing teams for trade shows and handling the company’s social media.  Caroline has been working at Segpay since July 2018 and we thought it was a good time for merchants and fellow Segpay employees to get to know her better.

We’re so glad you’re on the team Caroline!  So, where were you working before Segpay?

Thank you!  Before working at Segpay, I was a speech language pathologist for the Palm Beach County School District where I specialized in working with children with autism and behavior disorders.

Where did you grow up? 

I was born in New Jersey, but my parents moved to South Florida when I was four.  I grew up in Boynton Beach.

Was there a dream career when you were a kid?

At one point I wanted to be an orthodontist.  I think that was because I had braces and when I got them off, I received lots of compliments on my smile.

Where did you go to school and what did you study?

I studied speech pathology at the University of Florida – Go Gators!  I went on to complete my master’s at Florida Atlantic University.

Any Hobbies?

I enjoy cooking, traveling and a good Orange Theory workout.  I also am involved in synchronized swimming.

Wait— (record scratch) Synchronized Swimming?  What do you do?

After hours at Segpay, I’m the head coach of the Palm Beach Synchronized Swimming Team.  It’s a group of 45 girls ages 4 to 18 who compete and travel across the United States.  I see some familiar faces there too.  Both Cathy Beardsley and Teresa Van Eps’ daughters are on the team. 

How did you get involved in synchronized swimming?

My Mom’s best friends’ daughter was on a team and my mom was a single parent.  She was looking for something that two sisters would enjoy.  The team sport aspect got me hooked and I am happy to provide this fun sport to the community now.

How long can you hold your breath underwater? 

Great question, in synchronized swimming you don’t have to hold your breath that long.  We never sit under water and do nothing in synchronized swimming, we are always moving.  Routines are about three minutes total and there is never a dull moment.  When it comes down to it, only half of that time is spent underwater.   

What is your favorite place you traveled to?

One of my best trips was to Oregon in 2014 where I traveled down the coast of Northern California and ended up in Napa Valley.  We hiked in Crater Lake, swam in hot springs, played in the snow, stayed at a hotel that overlooked the Goonies Rock and had lots of delicious Pinot Noir from Willamette Valley.  I’ve been lucky enough to take some amazing trips with the Segpay team for trade shows too.  One of my favorites was going to Amsterdam.  The locals were so friendly, the food was delicious, the city was filled with lots of history, and the city was gorgeous.  My mom joined me after the show, and we visited the Anne Frank House and Museum.  We also toured the Van Gogh Museum. 

You said you like to cook; do you have a specialty? 

My great aunt is from Spain and at age 85 she taught me how to make flan.  It is now my most requested dish for any family event or party.   

Any other unique fun facts about you? 

I am an ordained minister and have married two of my friends, one in Italy and one in Islamorada, Florida. 

We’re Back! In the Office.

After weeks of working remotely, the Segpay team is back together again.  This week we made the decision to move forward and come back together as a unit inside our beautiful South Florida office.  The return to work took lots of planning and the development of many safety precautions to protect our valued employees.  

In just a few weeks we were able to implement some important safety measures that begin the moment Segpay employees enter the building including temperature check stations, six feet separation techniques and PPE availability.  We’ve installed full acrylic partitions for every cubicle to add an additional level of protection barrier.  Also, new key fobs were installed for each office entrance offering a touch free experience.   

Throughout the workday, employees are protected with additional measures.  We’ve installed an HVAC Ultraviolent lighting system designed to kill viruses and upgraded the offices’ air-conditioning system by outfitting it with GPS NPBI technology which uses an electronic charge to safely clean the air inside the building.  We’ve also replaced all the air filters and are conducting daily cleaning of the office along with deep cleaning each evening. 

Our merchants likely didn’t notice a change in service throughout the past several months- and that’s thanks to our dedicated employees who remained focused and made the work from home experience seamless.  It’s exciting to have the team back together again but remember no matter where our desks sit, we are here for our merchants All the Way to Paid. ™

See You “Virtually” at The Webmaster Access Show!

We are excited to gather with our community again at this year’s Webmaster Access.  Pack you bag and head to your computer, the conference has gone virtual due to COVID-19.  We’ll be attending and participating as a diamond sponsor this year.  There will be the same networking and educational sessions we all love but you can attend them from a safe, socially distant location.  The entire Segpay team will be attending so please visit us in our virtual booth where you can ask us anything from development to technical questions. 

On day one, June 4, 2020 at 4pm EST join Segpay CEO Cathy Beardsley and other key panelists on the virtual main stage for a live panel focusing on new VISA and Mastercard regulations.  Many of these Trials and billing descriptors were scheduled to go live before the pandemic and have now been delayed.  The panel will discuss the impacts and the status of other new regulations in the card association pipeline. 

Join us this week, June 4th to 6th at the Webmaster Access, The Virtual Conference.  We hope to see and connect with you there.

Our New Merchant Portal is Here!

Segpay’s new merchant portal is now available for beta clients.  Users will find it easier to navigate with a crisp, modern look that showcases Segpay’s powerful functionality.  Our designers have been busy for months working to create the new merchant portal.  One of the most noticeable changes is the additional space found at the top of the pages. The benefit of this design change is that it offers more room for search results to be displayed in that area. To change your search, simply expand the section to see your search options again. Take a quick tour of the new portal. We’re confident you’ll find it much improved and designed with you in mind.  

To join our ongoing beta and try the new merchant portal contact your account manager or reach out to us at Sales@Segpay.com and we’ll get you started. 

Facts at Your Fingertips

Segpay is pleased to introduce our new Systems Status Page.  The system reports any issues in real-time going back over the last seven days.  It’s designed as a performance tracker of all systems and will describe any incident as well as if and how it was resolved.

“We’re excited to be the first company in the space to offer a real time feature like this,” said Jeff Rosenzweig, Segpay VP of Operations.  “It furthers our mission of being transparent with our merchants at every step of the payment process.”

Merchants can subscribe to receive text and email alerts from the Systems Status Page.  It will be managed by Segpay’s IT department.  To view the new Systems Status Page, click here: https://segpay.statuspage.io/

A Momentous Occasion. A Time to Say Thanks!

Next Wednesday, April 1st, Segpay will reach a momentous corporate milestone: Our 15th Anniversary in business.

While our celebration is a bit subdued because of the Coronavirus crisis, we didn’t want to let the occasion pass without thanking you, our valued clients and partners for helping us get to where we are today. You can read more details in our official announcement below.

This news follows our announcement last week that PayPal has been integrated into the Segpay payment processing platform. This is a significant development for our merchants, and we invite you to take advantage of this new offering.

We are thankful for the trust you put in Segpay to meet your payment processing needs and look forward to the next 15 years of getting you paid first!

SEGPAY CELEBRATES 15TH YEAR IN BUSINESS

Unveils Payment Processing Enhancements and Commemorative Branding

FT. LAUDERDALE, Fla. (March 24, 2020)Segpay, a global leader in online payment processing, today announced that on April 1st, it would reach a major corporate milestone: the company’s 15th year in business. This momentous occasion is the launching point for a year-long integrated marketing campaign to promote new payment processing options and enhanced merchant service offerings—all backed by unmatched customer service.

Over the past 15 years Segpay has developed a stellar reputation, by focusing on paying and always putting its clients first. Today, Segpay is trusted by the biggest and best-known brands in the high-risk payment category.  It offers state of the art payment processing services via a robust, full-featured platform that includes proprietary gateway technologies and a cutting-edge Fraud Mitigation System ™.  Headquartered in Deerfield Beach, Florida Segpay’s reach has grown globally with offices and outposts around the world including London, Dublin, Toronto and Manila. 

“We listen and learn from our merchants and this feedback has been the key to our 15- years of success,” said Segpay CEO Cathy Beardsley.  “It’s our goal to continue to be on the forefront of the ever-changing rules and regulations to ensure safe, secure and compliant payment processing for our merchants.”

In honor of Segpay’s 15th anniversary, the company’s unveiled a commemorative logo, developed by its long-time agency partner Creaxion®. The new branding will replace the company’s traditional logo across all advertising platforms over the next year.  The number “15” is centred in the new logo to symbolize strength and utilizes Segpay’s unique “arrow” icon to complete the “5” in the number. The dark blue color in the Segpay brand identity conveys trust, transparency and stability. The orange is symbolic of innovation and endurance.  A series of new, print and digital ads will support Segpay’s 15th anniversary campaign.

 “We’ve built a company to last by always putting the customer first,” added Ms. Beardsley. “That’s our ‘secret sauce’ and the model we plan to follow for the next 15 years.”

About Segpay

Segpay is a global leader in merchant services, offering custom solutions including payment facilitator, direct merchant accounts and secure gateway services.  The company specializes in online credit card processing for e-commerce and subscription services for global merchants and is a payment solution provider with all major brands including Visa, MasterCard and PayPal.  Segpay provides secure turnkey solutions to accept online payments, with a guarantee that funds are always safe and protected with its proprietary Fraud Mitigation System™ and unmatched customer service and support.  For more information, visit http://www.segpay.com/.

Working from Home Effectively as a Company

Segpay’s team has expanded to have offices in six countries around the world.  Managing remote teams is a big part of keeping Segpay’s business operating smoothly no matter what’s going on.  In Cathy’s latest XBIZ column, Segpay’s senior management team shares eight tips to help better manage your remote workforce.

“It is important to stay connected with your team, the more you talk to them the better and its so easy with the available tools these days like email, Skype, Zoom and instant messaging,” said Segpay CEO Cathy Beardsley.  “Talk to everyone, see what they need to be successful especially in uncertain times such as these.”

Learn more about how to best manage your remote workforce in times of crisis and beyond in the full column here.

The Chargeback Evolution

A wave of chargebacks could be headed toward the payment industry due to the Coronavirus pandemic.  According to VISA, in 2015 over 2.6 million chargebacks were initiated because cardholders didn’t recognize the transactions and nearly a quarter of them were related to digital goods. 

Five years later we are in the middle of a global pandemic and online transactions are up, everyone is turning to digital transactions.  In Cathy’s latest XBIZ column, Segpay’s team of experts breaks down some of the major changes in the drive to eliminate chargebacks and what they mean to you.

“Chargeback resolution services continue to evolve for all card brands,” said Segpay CEO Cathy Beardsley. “For example, Mastercard is now using the Ethoca Eliminator solution that aims to mitigate incoming friendly fraud disputes on the spot providing cardholders with instant access to real-time merchant intelligence the moment a call is made to a bank or an inquiry has been made through their desktop or mobile banking app.”

Learn more about the changes to VISA’s Merchant Purchase Inquiry Program, the card brand’s call types and instant reporting and how, just like magic you can to turn a chargeback into a refund by reading the full column here.

Update: New VISA Regulation

As we shared last week, the Coronavirus has impacted many aspects of the business world including upcoming changes to VISA’s Free Trial program.  VISA has announced it is going to move forward with new regulations of free trials or introductory offers to its clients beginning April 18th.  Segpay is ready to implement these updates and will have them in place. 

There is one aspect of the regulations that won’t be implemented for another year, the requirement of an additional description indicating that a “free trial” or “trial period” and a paid subscription is about to begin.  Segpay’s merchants will receive an e-mail notification seven days before a trial converts.  The effective date of this requirement is April 17, 2021. 

VISA Postpones Free Trial Update

VISA has decided to delay the implementation of its free trial update by three months because of the deadly Coronavirus.  Segpay CEO Cathy Beardsley recently explained the new VISA changes in her January 2020 XBIZ column.  The new regulation will apply to merchants selling either physical or digital goods and services through free trials or introductory promotions.

“This regulation will impact acceptance, disclosure, and dispute policies if your ongoing subscription or recurring agreement is different than the price or period the customer signed up for initially,” said Beardsley.  “It was designed to make canceling offers easier and make dispute rights clearer.”

Some changes include:

  • The email notification must include some specific disclosures such as the subscription agreement, the start date, details of the goods and services, ongoing transaction amount and billing frequency, and a simple method to cancel online (very little will change here for most merchants).
  • The descriptor for the first financial transaction will now have to include the word “trial.”
  • If the free trial or introductory promotion is over seven days in length, the consumer must be notified seven days before the next transaction is initiated.  They must also be provided with an easy method to cancel online.

Segpay has already implemented these updates but will wait to put them into place until July 17, 2020, the new date it will be required by VISA.  To read VISA’s entire free trial regulation click here.  If you have any questions we are happy to help, please reach out at Sales@Segpay.com.

VISA Postpones Free Trial Update

VISA has decided to delay the implementation of its free trial update by three months because of the deadly Coronavirus.  Segpay CEO Cathy Beardsley recently explained the new VISA changes in her January 2020 XBIZ column.  The new regulation will apply to merchants selling either physical or digital goods and services through free trials or introductory promotions.

“This regulation will impact acceptance, disclosure, and dispute policies if your ongoing subscription or recurring agreement is different than the price or period the customer signed up for initially,” said Beardsley.  “It was designed to make canceling offers easier and make dispute rights clearer.”

Some changes include:

  • The email notification must include some specific disclosures such as the subscription agreement, the start date, details of the goods and services, ongoing transaction amount and billing frequency, and a simple method to cancel online (very little will change here for most merchants).
  • The descriptor for the first financial transaction will now have to include the word “trial.”
  • If the free trial or introductory promotion is over seven days in length, the consumer must be notified seven days before the next transaction is initiated.  They must also be provided with an easy method to cancel online.

Segpay has already implemented these updates but will wait to put them into place until July 17, 2020, the new date it will be required by VISA.  To read VISA’s entire free trial regulation click here.  If you have any questions we are happy to help, please reach out at Sales@Segpay.com.