Covid 19 Support

Supporting your business through COVID-19

The global spread of the Coronavirus (Covid-19) is affecting each and every one of us in how we live and work today. We know that this is a very worrying time for many businesses. With this in mind, we’d like to let our customers know about the support available to help maintain business continuity during this difficult period.


Contacting Customer Care


During this unprecedented and challenging time, we would like to assure our customers that we are doing all we can to maintain a high standard of Customer Care. Our priority right now is the health of our employees and customers. We are strictly following the advice of health authorities and many of our team members have moved to home working.


Like many businesses, this decision has affected our capacity to deliver to our usual standard, but we are doing everything we can to maintain the best possible service for our customers. For those who need to get in touch with us our phone lines currently remain open but we recommend the following options ahead of phoning in:


Below we’ve detailed some of the key initiatives available to help your business:


Government support


There are a number of government initiatives designed to help you access financial support.

Click HERE for more information.


Taking payments by phone and online


Whether you are a new or existing EVO customer we can quickly and easily help you take payments over the phone and online. Click HERE to see our range of solutions.

To talk to a sales agent email just use our Web Chat service or fill in a call back request form.


Update the contactless limit on your terminal to £45


From 1st April 2020, the contactless limit for card transactions has been increased from £30 to £45. This change has been introduced to reduce the need for physical contact during face to face transactions. You’ll need to manually update your card machine settings to be able to accept the new limit.

Find out how to update your settings on Ingenico HERE.

Find out how to update your settings on Spire HERE.


Dispute Provisions Related to Covid-19


EVO is closely monitoring the coronavirus (COVID-19) situation to ensure we are taking all necessary steps to safeguard our employees and maintain service to our customers.


We continually work with customers to decrease risk levels but in light of heightened fraud and chargeback exposure arising from the coronavirus situation we are reminding customers to adapt their risk and business practices accordingly in order to manage fraud and chargeback levels. In this time of uncertainty the best approach is to offer consumers flexibility where at all possible in order to avoid refunds and/or chargebacks and to protect cash flow.


Chargeback Best Practice


  • Do not charge cardholders affected as a result of travel restrictions a no show fee or other relevant fees applied for not utilising services booked.
  • Process refunds for all transactions where you are not able to provide goods or services as a result of the coronavirus situation to avoid chargebacks.
  • Discuss and agree circumstances with cardholders to accommodate the rescheduling of the delivery of goods and/or services purchased wherever possible.
  • Do not retain funds, goods, and/or services twice for the same transaction.


Given the unique circumstances we are facing, many merchants across different industries have already altered refund policies in an attempt to manage them outside of the formal dispute process. This is the prudent approach and will ultimately save time and expense to all parties involved in the transaction.


To help provide some additional guidance, Visa have recently published several examples of dispute related scenarios and how the rules apply. We have republished these examples further below.




We are experiencing higher than normal levels of refund requests. Given the increased volumes the process is taking longer in order to validate and assess each claim and to prevent fraud. We will strive to process refund claims as quickly as possible during this difficult period but please expect delays.

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