WHAT IS WINDCAVE?
Windcave handles all payments in a single platform allowing for full control of the end-to-end payment journey. By using Windcave, your business will be able to accept payments at point-of-sale, in-field, and on account, as well as future digital channels, like eCommerce. Windcave also provides terminal rental under one agreement.
Importantly, Windcave is much more than just a terminal on your retail counter. It enables all businesses, including you’re mobile-only, to capture payment across all channels to enhance the client experience and streamline your admin.
WHAT PAYMENT METHODS DOES WINDCAVE ACCEPT?
One of the best benefits of Windcave is that you will be able to accept many modern payment methods with minimal setup.
WHY WE ARE MIGRATING TO WINDCAVE?
Improved security – Windcave protects your clients’ financial information using military-grade encryption and ensures you are compliant with the latest payment standards. Their terminals also exceed global security standards, with tamper-resistant design, and end-to-end encryption on all transactions.
Enhanced client experience – clients are expecting more from businesses. With Windcave, you can offer clients multiple payment options:
- On-account – using a secure card on file (i.e. only the last 4 digits are visible).
- Pay-by-link – a simple link added to invoices and emails that allows clients to pay invoices at the click of a button.
- In-store – using advanced in-store terminals, clients can tap and pay with ease.
- Online ‘my account’ – in the future, we will offer clients the ability to pay invoices and outstanding balances through an online account portal.
Accept modern payment methods – as mentioned above, Windcave allows you to accept a wide range of payment methods to suit every client (Apple Pay, Google Pay, Zip, Klarna, etc.).
Fully integrated solution – reconciling card payments across multiple channels is time-consuming. With Windcave, all payments are directly integrated into Netsuite to streamline the reconciliation process.
Better support – moving to an enterprise agreement ensures we get better support from Windcave that is contractually governed by Service Level Agreements (SLAs).
HOW WILL THE MIGRATION WORK?
As of May ‘23, Poolwerx is moving to an Enterprise Agreement with Windcave that offers enhanced support.
Everyone will be required to switch over to the Enterprise Agreement with Windcave by:
- ANZ by August 31, ‘23 (need to apply by July 15)
- US by September 30, ‘23 (need to apply by Aug 15)
Be sure to allow up to 6 weeks for the KYC compliance process. This is a standard compliance process for all payment service providers.
Scenario 1:
“I’m an existing Windcave user”
- Step 1: Sign the DocuSign link with the new contract.
- Step 2: After signing the migration is completed and new support levels will apply.
Scenario 2: “I need to switch to Windcave”
- Step 1: Notify the Evolution Team that you are ready to sign up by submitting a ticket here.
- Step 2: Complete the KYC application process.
- Step 3: Sign DocuSign link with the new contract.
- Step 4: The Evolution Team will support you with configuration and terminal setup.
- Step 5: Onboarding is complete.
FAQ'S
Windcave is as safe as they come. To protect your data and your client’s data, Windcave offers military-grade payment encryption and continues to maintain all the latest compliance certifications (including PCI PTS 6.x, PCI P2Pe, EMVco L1 & L2 Contact, and Contactless Security). Learn more here.
A summary of the rates by country can be found here.
We have also created this spreadsheet to make it easier to understand the fees and how they apply to a $100 purchase in different scenarios.
Note, a full list of fees will be included in the merchant agreement upon signing.
Do I need Windcave if I'm mobile-only and don't have retail?
Yes, Windcave will power all of the payment and billing capabilities in the new Vital Platform. This includes things like being able to send out click-to-pay links via email and SMS to clients to streamline your billing process.
What are the support enhancements?
Moving forward, Windcave will be KPI’d on the system being operational 99.9% of the time.
In the event of an incident, we have new support KPI’s to ensure minimal downtime for your business:
Issues | Time to respond | Time to resolve |
Unable to trade | With 30 mins | As soon as possible |
Severely impacted (eg Amex not working but Visa/Mastercard is OK) | 1 hour | Highest urgency |
All issues without impact on cardholders | 8 hours | 3 calendar days |
All non-urgent requests | 24 hours | 5 calendar days |
It’s important that you submit a ticket to the Evolution Team (here) and we will engage Windcave. This ensures we can hold them accountable for the response and resolution KPI’s.
Note, the ‘time to resolve’ is an indication, not a guarantee as the solution depends on the underlying cause.
What do I do if I'm locked into a contract with my current provider?
Please inform your ROM/ FBC so that we can work with you on an appropriate plan to get you onto Windcave.
Yes, everyone will be required to use Windcave’s terminals to ensure greater security of financial data. To ease the burden, we offer a low-cost monthly rental on terminals.
If I am with Windcave today, will I be required to get new terminals when switching to the Enterprise Agreement?
Good news – you can use your existing terminals. There is no additional setup required.
Good news – there will be no additional to switch to the Enterprise Agreement.
Yes, you will have to purchase docket rolls (eg 20 rolls ~ <30 AUD via eg Inkstation).