Banking giant HSBC claims to offer one integrated merchant account and online payment gateway service to rule them all. But how do the company’s merchant services stack up against the competition?
Unless you’ve never stepped foot on a high street before, watched television, or opened a bank account, you’ve probably heard of HSBC.
It’s one of the world’s largest financial services organisations, serving around 38 million customers across 67 countries worldwide.
As you would expect from a company of its size and stature, HSBC offers a full range of secure card payment services — merchant accounts, card machine rental, an online payment gateway, they do the lot.
But how do HSBC’s merchant services compare to the competition’s, and are they right for your business? Let’s take a closer look…
|At a glance|
|HSBC Merchant Services||Rating|
|Online payment gateway|
|Help & Support|
|Reviewed by Expert Market:||23/05/2018|
HSBC merchant services
To look at HSBC’s website it’s not immediately clear what they offer merchants. There’s talk of “global receivables solutions”, but no information on how these might actually help you accept card payments from your customers.
So, let’s clear things up for you.
HSBC outsources its merchant services to third-party provider Global Payments. Formerly known as HSBC Merchant Services, Global Payments offers everything you need to process card transactions, whether face-to-face, online or over the phone.
The company handles all aspect of its services in-house, so you don’t have to worry about dealing with a bunch of different firms. (And anyone with experience of juggling multiple merchant services providers will know what a relief that is.)
HSBC merchant services include:
- Merchant accounts — accept payment with all major debit and credit cards in over 32 currencies. The money will be deposited in your account in as little as two days.
- Card machine rental — choose from mobile, countertop and wireless Ingenico card readers.
- EPOS equipment — as well as the latest EPOS (till) hardware, as an HSBC merchant services customer you can access advanced analytics tools to help manage stock and keep track of sales.
- Virtual terminal — take card payments over the phone with the Global Iris Virtual Terminal.
- Fraud protection — your own team of experts, on hand 24/7, who will notify you of any suspicious activity on your account.
- Online payment gateway — this is important, so let’s go into a little more detail below...
HSBC online payment gateway
Through Global Payments, HSBC offers a secure online platform for customer-not-present (CNP) card payment processing. It’s called Global Iris.
What is Global Iris?
Global Iris is a payment gateway — a secure piece of software that allows businesses to process card payments online.
The platform can accommodate both online and mail order/telephone order transactions (MOTO). And you can choose a package to suit your needs:
Global Iris Re-direct: This package is a great option if you’re looking to get set up fast. From your shopping basket, customers are redirected to an off-site payment page, which can be customised with your branding. Once the transaction has gone through, they’re automatically sent back to your website. Simple.
Global Iris Remote:
If you want full control over your HSBC online payment gateway, then this is the package for you. Global Iris Remote is fully integrated into your payment page, so the whole transaction takes place on your website.
Global Iris and PayPal
Global Iris is fully compatible with PayPal. It only takes a few minutes to set up and once your account has been linked you can keep track of PayPal transactions through your Global Iris business tool.
HSBC merchant services and payment gateway costs
Global Payments has two price tiers for businesses of different sizes. The first, designed for small-medium sized businesses, allows for up to £50,000 worth of transactions processed annually; the second for £50k plus.
Your exact rates will vary depending on the size and nature of your business, so the only way to get an accurate idea of pricing is to request a tailored quote. But the figures below should serve as a rough guide.
|Small business solution — up to £50K turnover||Corporate solution — £50K + turnover|
|Card machine rental||£0||£18|
|Monthly service charge||£0||£20|
|Contract||12 months||12 months|
So how does HSBC compare to its competitors? Well, these rates are a little higher than what’s offered by other UK merchant services providers. Paymentsense, for example, charges just 0.75% for debit card transactions and 0.96% for credit cards.
That said, Global Payments’ 12-month contract is one of the shortest in the business — especially when compared to other industry giants such as Worldpay (18 months) and Lloyds Cardnet (48 months). So, on balance, the package offered by HSBC and Global Payments is a good one.
How does HSBC compare to other top providers?
HSBC customer service
Do you want the good news first or the bad news?
The bad news is that HSBC has a truly awful reputation for customer service. Of 1,163 reviews on Trustpilot, 90% rate the company 1 star, “Bad” — the lowest possible rating. That’s a seriously bad score, even for a bank.
The good news is that as an HSBC merchant services customer you don’t have to deal with them directly. You’re looked after by Global Payments, and they have a thoroughly respectable 3 star rating on Trustpilot.
Granted, 3 stars isn’t all that impressive, but bear in mind that the majority of people who leave online reviews are VERY VERY ANGRY for one reason or another. Most of customers who have a positive experience won’t bother writing about it, so, again, on balance Global Payments is doing OK.
Global Payments’ customer support line is free, and it’s available 24 hours a day, seven days a week. The advisors are trained to provide both technical and procedural support, and from looking at the reviews, the majority of customers seem genuinely pleased with the level of support they received. Here’s what Peter Burke had to say:
Excellent phone service
“Phones are answered swiftly without being transferred. The operators are always very well informed and sort any issues out quickly over the phone. An example as to how business should be done.”
Peter Burke, 17/05/2018
It’s worth noting, though, that this is the only review Peter has posted Trustpilot. Read into that what you will...
With a little help from their friends at Global Payments, HSBC offers everything a business needs to process card payments.
While merchant account fees for small businesses are a little on the steep side, the short 12-month contract is a definite plus point.
The HSBC payment gateway (Global Iris) is as good as anything else in the industry. It’s stable and secure, and the built in management and reporting tools make it easy to keep track of business.
So, do we recommend HSBC merchant services? Yes, absolutely. In terms of what they offer, they’re a sound choice of provider for any merchant.
But are they the best merchant services provider for your business? That’s another question entirely.
The only way to know for sure is to get in touch with multiple providers and compare quotes — and this is where Expert Market can help.