Follow the payment. Understand the roles.

Software and payment services

Software can connect an invoice, a reference and a reporting workflow. Payment processing, currency conversion and the handling of funds have their own provider arrangements. A well-defined implementation makes these responsibilities visible to the customer.

Before onboarding, ask which company contracts with you, which provider processes the payment and where the money is received. The same information should remain accessible when a payment needs investigation.

Fees and settlement

Identify the software charge, transaction charge and any third-party fee separately. For FX, include the conversion rate and any spread or other charge. For a trade or association programme, establish who sets the charge and who is entitled to receive it.

Settlement information should explain the expected timing, cut-off times and the process for a failed or delayed payment. A reference makes it possible to connect that enquiry to the underlying invoice.

Questions before you start

Discuss these details with the UK team as part of your service enquiry. The FCA’s guide to payment service providers explains how provider status relates to customer protections.