OMNICHANNEL
PAYMENT

The terms unified commerce, multi-channel, cross-channel and omni-channel are often used but refer to different approaches to the customer pathway and to payment management using different channels such as physical stores, e-commerce, click & collect and drive thrus.  

📌 Here’s a comparison of the concepts:  

• Multi-channel: Use of several sales channels (physical stores, e-commerce site, mobile applications) but these channels are unrelated. For example, a customer can purchase in-store or on-line but these two experiences are separate.  
• Cross-channel: Integration of channels for seamless interactions. For example, a customer orders on-line and collects the item in-store (click & collect).  
• Omni-channel: Real-time connection of all channels for a unified experience. For example, a customer starts the purchase on a mobile, continues on a computer and finalises it in-store in a seamless approach. 
• Unified commerce: An advanced vision of the omni-channel approach, with centralised inventory, payment and customer data management on all channels. For example, a customer can see the stock available in-store and on-line in real time, with a single basket and synchronised payments.  

💡 Important information:  
👉 Multi-channel segments, cross-channel connects, omni-channel unifies and unified commerce centralises everything in a single solution.  

Omni-channel payments enable merchants to accept payments on several channels (on-line, in-store, via mobile, via payment links, etc.) while unifying payments in a single system. 

Why is this important? 

• It improves the customer experience with seamless payments. 
• It centralises data for better management. 
• It builds loyalty through a seamless and frictionless shopping experience. 

An omni-channel payment solution is based on an infrastructure that connects all payment channels to a single platform. 

🔹 Here are the steps to unify your payments: 

1. Select an omni-channel solution that integrates e-commerce, in-store and mobile payments. 
2. Use a single gateway to centralise transactions. 
3. Synchronise payments with a CRM or ERP for smooth management. 
4. Offer flexible payments: cards, wallets, split payments, etc. 
5. Ensure optimum security. 

What are the advantages of an omni-channel payment solution for the customer experience? 

An omni-channel payment solution improves customer satisfaction and boosts sales through a seamless and consistent approach. 

The main advantages are: 
✔️ A frictionless shopping experience: a customer can start the purchase on-line and finalise it in-store, or vice versa! 
✔️ Payment methods suited to each channel (cards, Apple Pay, Google Pay, etc.). 
✔️ Customer relations: customer knowledge, loyalty programmes, simplified refunds. 
✔️ Centralised customer data for improved customer knowledge and personalisation.  

A good omni-channel payment solution must offer a wide range of payment methods in line with customer preferences to combine the best of e-commerce and physical stores.  

💳 Conventional payment methods: 

• Bank cards (CB, Visa, Mastercard, American Express) 
• SEPA bank transfers and direct debits 

📱 Digital & mobile payments: 

• Apple Pay, Google Pay, Samsung Pay 
• Payment via QR Code and NFC 
• Payment links 

🌍 Alternative & local payments: 

• PayPal, Klarna, Alipay, WeChat Pay 
• Payments in instalments (BNPL: Buy Now Pay Later)