FAQs - DISH Pay
DISH Pay
What is DISH Pay?
DISH Pay is a set of payment products with related services – it enables HoReCa owners to accept payments from their guests via card payments and/or online payments.
DISH Pay consists of the following 3 core elements:
- Acceptance contract (payment acceptance)
An acceptance contract is the core of DISH Pay: it defines the prices and terms for our customers who plan to use this product. It is the basic foundation as well as the core requirement for our customers to be able to use DISH Pay for accepting payments via different channels, such as online payments, QR payments and/or physical card payments via payment terminals.
- Physical card payments with DISH Pay’s payment terminals
DISH Pay offers a range of payment terminal hardware choices to our customers. These payment terminals enable our customers to accept payments from their guests via physical bank cards (e.g., debit cards, credit cards, etc.,). However, the core foundation of having a fully functioning payment terminal, is that our customers must have an acceptance contract in place first.
- Online payments including QR payments
When the acceptance contract is in place, DISH Pay makes online payments and QR Payments possible for our customers.
- Online payments: our customers can offer online payments in their Order2POS Webshop (from DISH POS Order2POS add-on), so their guests can complete payments online for their online orders before picking them up at our customers’ establishments.
- QR Payments: If our customers use the basic DISH POS system, they already have the QR code license (which is part of basic DISH POS software package). Under these conditions, our customers can offer QR Payments as an online payment method to their guests. The guests simply scan the QR code in the receipt and can then pay online.
What does DISH Pay do for me: What are the key benefits of DISH Pay?
As a payment service product, DISH Pay simplifies the payment acceptance and payment transaction process for our HoReCa customers. Here are the key benefits of DISH Pay:
Key Benefits | Description |
Provide and accept cashless payment methods to/from your guests | With DISH Pay, you can be able to provide a wide range of cashless payment methods to your guests. Your guests can choose to pay online or offline: either they pay directly online (for example, by entering their credit card details) in your Order2POS Webshop, or by scanning the QR code on their receipt. Or they pay offline at a payment terminal with a physical bank card (such as debit cards, or common credit cards like VISA, MasterCard, AMEX, etc., or a food coupon like Edenred in France or Sodexo in Germany). DISH Pay enables both you and your guests to have an effortless payment experience. |
Ensure your payment settelments with your bank from DISH Pay | With DISH Pay, regular payouts of your revenue into your bank account are ensured. You will receive the payout from DISH Pay on a weekly basis. Additionally, you will also receive a monthly invoice for the fees that you need to pay to DISH Pay along with the monthly statement. For the details of the payout process, please click here. |
Flexible choice of payment terminals | With DISH Pay, you can choose to purchase the payment terminal hardware (then you are the owner of the terminals), or to only rent them. This gives you flexibility based on your business needs. |
Compatible with DISH POS | DISH Pay is fully compatible with DISH POS: If DISH POS is already the POS system you are using for your business, any online or offline payments methods you set up (via DISH Pay) for your guests are also integrated into your DISH POS. |
Monthly cancellable acceptance contract | Although the acceptance contract is the core foundation of DISH Pay, yet as our customers, you can choose to cancel it on a monthly basis. This gives you another layer of flexibility of how you would like to run your business. |
Why should I choose DISH Pay, instead of other similar payment providers?
Besides the general and common payment process as most other similar payment providers offer, DISH Pay has its own unique stands:
- DISH Pay is fully compatible to the DISH POS system.
- One-stop-shop: DISH Pay, similar like the other DISH POS add-ons (Order2POS & Order Aggregator), is part of the DISH POS contract settlement. You don’t have to spend extra effort to settle a separate contract for using DISH Pay.
- Broad range of payment methods and services: not only a broad range of payments methods (from debit cards to various credit cards) are available with DISH Pay, but you also receive additional payment terminal hardware services from the DISH support team.
- Personal one-to-one service: DISH Pay is supported by METRO, your trusted business partner – from the first sales consultant support, to the initial technical setup, to any stage after sales, the DISH support team provides one-to-one service and follow-ups for you.
What are the conditions or requirements of my business, before I can use DISH Pay?
Before you can consider using DISH Pay, as our (potential) customers, the following basic conditions and requirements on your business must be met:
- You need to already have a business bank account.
- In the DISH Pay Account, you need to go through an identification process, also known as KYC (“know- your-customer”) and receive the positive confirmation from DISH Pay’s payment partner - this would be the foundation to receive an acceptance contract, which is the core of DISH Pay.
What would I expect to do in steps, in order to purchase DISH Pay and make it work for my business?
As our (potential) customer of DISH Pay, the steps you could expect are:
- Settle the DISH Pay agreement (within DISH POS contract) with your local DISH consultant. You can request a consultant from DISH support team at www.dish.co/contact.
- Finalize the identification process, also known as KYC (“know-your-customer”) via your DISH Pay Account: your DISH consultant will guide you through this process. The KYC process is a mandatory step from the related financial regulation authorities.
- Receive the acceptance contract: once the KYC process is achieved successfully, your DISH consultant would assist with the payment method setup based on your choices (online and/or offline). Then, you could start using DISH Pay for your business.
- If you choose to purchase or rent DISH Pay’s payment terminal hardware, your DISH consultant will also assist with the hardware installation and its activation.
What is DISH Pay acceptance contract? What does it do?
- A payment acceptance (acceptance contract) is a product offered by a bank. It is a global regulated financial product mandatory for card payments.
At the moment, Adyen is the payment service provider for DISH Pay in France and Germany, which has such a banking license to issue the payment acceptance in these countries.
Adyen runs in the background, while DISH Pay has the direct client relationship towards our customers: this means, for our customers, DISH Pay (METRO/ DISH) is the party they directly associate with. - After receiving the payment acceptance (acceptance contract), DISH Pay can provide and process the various payment methods for our customers through Adyen, including charging the related service fees according to DISH Pay Price List.
What documents or information do I need to provide in order to receive the “acceptance contract”? How do I provide them?
- In order to receive the acceptance contract, you need to go through the mandatory KYC (“know-your- customer”) process. A successful KYC process is the foundation for you to receive the acceptance contract later.
- The information or documents you need to provide, are for example: your business address, bank and VAT information, proof of your address, etc. All the details are explained in each KYC process step in your DISH Pay Account. Here is a KYC Process Preview from the DISH Pay Account.
- You can provide the needed information and documents via your DISH Pay Account.
Who sets up DISH Pay for me? How long does it take to set up DISH Pay in my DISH POS and for my business?
DISH Pay consultant will provide you with all the support you need: from the KYC (“know-your-customer”) process, to receiving the payment acceptance confirmation, the initial payment method setup, the payment terminal hardware order and its delivery, and the activation of your payment terminal and test for the first successful payment transaction.
When the payment acceptance contract is confirmed positively, and the payment terminal is delivered, the set up would take around 15-30 minutes. Please also refer to the Payment Terminal Ordering Guide for more details of this process.
What payment methods does DISH Pay support? Can I add, delete or modify certain payment methods on my own?
Payment methods that DISH Pay supports are the following – these methods can be applicable for both online payments (e.g., Order2POS Webshop, QR payments) and offline physical card payments via the payment terminals:
Payment Methods | Details |
Physical card acceptances (debit or credit cards) | VISA, Mastercard, American Express, Girocard (only in Germany), Carte Bancaire (only in France), Union Pay, JCB, Diners |
Digital wallets | Apple Pay, Google Pay, Samsung Pay, WeChat Pay*, Alipay* |
Alternative online payment methods | PayPal, iDEAL, P24*, Giropay, SOFORT, SEPA Direct Debit* |
In general, DISH Pay supports commonly used card types issued from EU and non-EU countries in various card categories and charges different service fees accordingly. Please refer to DISH Pay Price list for more details.
All available payment methods of DISH Pay are activated for our customer by default during the initial setup process. Although not recommended, deactivation of certain payment methods can be possible when our customer contacts the DISH customer support for such a request. Our customers cannot add, delete, or modify certain payment methods themselves in their DISH POS system or DISH accounts.
Does DISH Pay offer different purchase options for payment terminals?
DISH Pay offers different models of payment terminals (hardware), as well as one-time purchase or monthly rental options to our customers.
These offers may vary depending on the country, hence, please always refer to DISH Pay Price List for details. Furthermore, please always contact your local DISH consultant in case if you have further questions.
Do I receive reports for my payments from DISH Pay? How and when do I receive these reports?
At the end of each month, all applicable and occurred fees and statements are attached to the monthly invoices and will be sent to our customers via email.
Additionally, our customers can also log into their DISH Pay Account to check these documents.
Does DISH Pay support QR payment? What is the minimum requirement of my DISH POS in order to use QR payment with DISH Pay?
Yes, DISH Pay supports QR Payment in general.
In order for your guests to scan the QR code directly (from your handhelds, or in the printed receipts of your DISH POS system) and pay online, you need to meet the following basic conditions:
- You have finished the KYC (“know-your-customer”) process successfully and received the payment acceptance contract.
- You have a basic DISH POS system that includes a printer (to print the receipts) and the basic DISH POS software licenses which enables the QR Payment function. The basic DISH POS offering may vary depending on the country, please always check with your local DISH consultant for details.
In addition, if you would like to enable your guests to pay offline via their physical bank cards, you also need to have the payment terminal(s) available and activated. DISH Pay’s payment terminal(s) can be ordered separately via your local DISH consultant.
How much dies DISH Pay cost? What are the cancellation policies?
DISH Pay has separate price sections for:
- Different models of payment terminals (hardware): one-time purchase or monthly rental
- Payment acceptance and transaction processing service fees
Please refer to DISH Pay price list for details.
Moreover, regarding the cancellation policies, please refer to the DISH Pay Terms and Conditions for details.
Furthermore, please always check with your local DISH consultant for the actual information.
What is the payout process of DISH Pay? When do I receive the payments from my guests?
The payout process and the related timing of DISH Pay to our customers is:
- Guests (of our customers) make payments (e.g., via credit cards)
- Payments from the guests are received and settled via different channels (e.g., payment terminals, or QR Payment) at DISH Pay’s payment provider (Adyen for France and Germany)
- DISH Pay’s payment provider transfers the payouts to our customers’ bank accounts on a daily basis, after deducting the related fees (such as chargebacks, refunds, etc.,). For Germany and France the payout happens weekly. For Italy and Spain the payout happens daily.
- Our customers receive the above payouts per week.
What is the billing process of DISH Pay to me? When do I need to pay to DISH?
The billing process of DISH Pay to our customer is:
- Based on DISH Pay price list, DISH sends a monthly invoice to our customers at the end of each month, which covers:
- Payment terminal hardware monthly rental fee (if applicable)
- All payment acceptance and transaction processing service fees from that month
- Our customers receive this monthly invoice via email from DISH, as well as in their DISH Pay Account. Customers pay to DISH based on this invoice amount.
Any hidden fees I should be aware of for DISH Pay?
DISH does not have any hidden fees, nor charges to our customers from DISH Pay.
All the fees our customers can expect from DISH Pay, including special cases (such as different pricing due to certain credit card providers like American Express, or additional chargeback fee), are provided to our customers beforehand.
For details of all fees for different sections from DISH Pay, please refer to DISH Pay Price List.
What is the guarantee / service policy of DISH Pay's payment terminal? Do I get the replacement for free of it is broken?
For DISH Pay’s payment terminals (hardware), thanks to our payment provider Adyen, there is a terminal replacement service available for our customers. This service is an insurance provided by Adyen to serve DISH Pay’s customers, in case if there is a damage of the payment terminal hardware.
Please refer to Payment Terminal Replacement Service for more details.
Using terminals with cellular connectivity (SIM card needed)
Most mobile and portable terminals have built-in 3G or 4G hardware and a pre-installed, activated SIM card. If these terminals can't reach the internet through their primary network connection, they automatically switch to processing payments using their cellular connection. They will also switch back to using the primary connection when this is available again.nNote that our terminals only support SIM cards supplied by us. No third-party SIM card allowed.
How much does ist cost to use a cellular connectivity (SIM card needed)?
Currently, we don't charge fees for using the cellular connection. In the near future this will change for Android terminals: we won't charge a fee for using the cellular connection to make payments or update the terminal, but you will need to buy data bundles to cover the expected data traffic of the apps that you have running on your Android terminals.
How can I contact the DISH Support Team if I have a problem or question? When are they available in my country?
Our DISH support team provides as much support as possible to our DISH Pay customers.
Each country’s service times and contact information may vary, please refer to DISH support team service info per country for details.
For France only 🇫🇷 : What is EDENRED? For whom is it available?
Edenred is the largest meal voucher provider in France, who offers mainly the so-called “Ticket Restaurant”, which is available in both paper vouchers and a Mastercard card.
Ticket Restaurant is available for those employees working for a company that decides to give compensation benefits in a meal voucher form. The employers manage both the meal vouchers and the value amount within these vouchers.
For France only 🇫🇷 : How do I activate my EDENRED acount? How does EDENRED work with DISH Pay?
• Activation of your Edenred account
- The first step for you as a HoReCa business owner, is to have an agreement with the CNRT (Commission Nationale des Titres-Restaurant) in France. Then you will be able to proceed to have a contract with Edenred.
- If you are also our DISH POS customer in France, and you would like to accept the paper voucher of Edenred from your guests, a payment type called “Ticket Restaurant” can be activated in your DISH POS system, with the support from our DISH POS consultants.
• Edenred as a payment method of DISH Pay
- As a new user you need to reach an agreement with CNRT and Edenred, afterwards the payment transactions from Edenred’s paper vouchers can be registered in your DISH POS system. If the transactions take place from the Edenred Mastercard, then these transactions will be processed with DISH Pay via our payment partner (Adyen). The payout and billing process will come from Edenred, for details, please contact Edenred.
- If you already have an agreement with the CNRT and Edenred before starting to use DISH Pay, there is no transition period, your guests can pay with Edenred paper vouchers and you can directly accept the payments in your DISH POS system. If the transactions take place from the Edenred Mastercard, then these transactions will be processed with DISH pay via our payment partner (Adyen). The payout and billing process will come from Edenred, for details, please contact Edenred.
- Conciliation and fees All the related conciliation processes (if occur) are taking place between you and Edenred directly. DISH Pay neither determines the Edenred fees nor gets involved into the conciliations.
For Germany only 🇩🇪 : What is SODEXO? For whom is it available?
With over 50 years of experience, Sodexo is Europe's leading provider of incentive solutions. In the Benefits and Rewards Services business unit, Sodexo issues vouchers and prepaid cards for company social benefits. They have more than 1.3 million users of their products and approx. 25,000 corporate customers.
The main products are:
- RestaurantPass: the cashless catering solution as a paper check
- BenefitsPass: the modern and flexible non-cash solution as a card (Prepaid card on VISA basis)If the restaurant owner would like to use Sodexo he just needs to contact Sodexo. If a customer pays with the RestaurantPass the restaurant owner have to collect all of the paper vouchers and submit them to Sodexo to get refunded. For the BenefitsPass the customer just needs a VISA Terminal.
