5 reasons for small businesses to embrace peer-to-peer payment platforms and drive customer satisfaction

November, 2023


Author: George Kelly, Consultant & Digital Transformation Specialist

Peer to peer (P2P) payment platforms offer convenience, security and cost-effectiveness, making them a valuable asset in the arsenal of any business looking to meet customers where they are at, by allowing them to pay for goods and services in ways they are more comfortable with. 

Here, we will explore 5 ways in which SMEs can best utilise them to accept payments:

1. Give business a boost: The pandemic greatly accelerated the popularity of P2P payment apps such as Venmo and Cash App; as of 2023, each has monthly active users of 83 and 53 million respectively (1,2). Consumers are very familiar with making payments among each other on these platforms and small businesses can capitalise on this familiarity by letting consumers extend their use to everyday purchases.

2. Go cashless at no cost: Setting up a business account on the most popular P2P payment platforms is free and fast with no contract required. Small businesses can begin taking cashless payments immediately without needing to sign a contract with a traditional acquirer or one of the larger Fin-tech POS providers – all attached with higher start-up costs due to the need to purchase card terminals (e.g., Contactless card readers from leading Fin-tech POS providers start at around $49.00 (3)). 

3. Save time: Accepting payments through P2P platforms is faster than using cash. Customers can send the business the exact amount required for their purchase directly, either by using the email address registered to the business account or by scanning the unique QR code - eliminating the need for the business to issue change, and, if a business ever needs to issue a customer refund, this can be done from the P2P app straight back to the customer's personal wallet, quickly and at no cost. Further to this, Cash App business accounts don’t charge any fees for instant bank deposits, with small businesses able to see revenues reflected in their bank accounts instantly (4). 

4. Robust security and fraud prevention: Fraudulent card transactions can cost small businesses a lot of money in chargeback fees, ranging somewhere between $20 and $100 (5). Using P2P platforms helps eliminate the risk of a chargeback, and platforms like Venmo offer Purchase Protection (6), protecting the seller if a buyer claims they did not authorise a payment or did not receive their item. Additionally, customers have the assurance of their purchase being protected against fraud, as Purchase Protection covers the buyer in cases where they do not receive an item or it is not as described. 

5. Straightforward pricing model: For businesses just starting out keeping expenses simple can mean more time spent on nurturing growth and reinvesting profits. Business accounts on P2P platforms have simple and reasonable pricing structures, for example, Venmo charges 1.9% of each transaction plus a fixed fee of $0.10 (7), a lower cost than some of the major Fin-Tech POS providers. 

What next? 3 ways in which small businesses can make the most of P2P platforms: 

1. Take it online: If a business already utilises an e-commerce platform as a sales channel, extending the use of P2P platforms to an online checkout has the potential to help drive sales. While some customers may hesitate to share their card details with a small business online with the process taking more time - using an online checkout solution provided by the P2P platform can provide customers with more confidence to check-out online securely with just a few taps. 

 

2. Display QR codes: Creating the right ecosystem can help drive the uptake of the P2P platforms by customers. For example, Venmo offers free QR code kits to businesses using its platform (8). These kits give small merchants access to several different types of physical QR codes unique to their business - customers simply need to scan the QR code and enter the amount due for their goods or services. Ensuring these QR codes are clearly visible across any storefront or physical checkout will drive more customers to utilise this channel.

              

3. Cover all the bases: Offering a wider choice of payment options to customers has the potential to drive conversion by as much as 30% (9). Small businesses wanting to accept P2P payments can address this by extending their offering to several major P2P platforms andgiving customers the choice to make a purchase through the P2P platform of their preference.

 

P2P platforms offer convenience, security, and affordability, aligning well with today's customer preferences - adding them as a payment method has the potential to increase convenience and customer satisfaction.

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