Franchise organisation Haco makes payment flows efficient and secure thanks to OPP

Furniture retailer Haco runs as a franchise. With OPP, every webshop payment goes straight to the branch that serves the customer, and customers pay on delivery with an iDEAL QR code instead of a card terminal.

Haco is one of the largest home furnishing retailers in the Netherlands, a family business with stores across the country and in Spain. It runs as a franchise: different family members own one or more branches. That structure is what made a standard webshop payment set-up unusable.

“With a regular webshop and physical stores with one owner you simply divide this turnover proportionally, with a franchise organisation this is not an option. For example, it makes sense that if customers first come to the store in Zoetermeer and then order online, the turnover from this order is allocated to the Zoetermeer branch. After all, this is where time has been spent with this customer.”

Jan Lancee, Director of Haco

The partnership: payments that follow the customer to the branch

Haco’s customers choose online which branch handles their order, delivers it and assembles it. Haco wanted the payment to go to that branch as well, automatically and within the rules. It also wanted a friendlier way for customers to pay the balance when their furniture arrived.

OPP and Haco tackled both flows together. Webshop payments now go directly to the right franchise branch, and on delivery an iDEAL QR code has replaced the payment terminal that every truck used to carry for each branch.

The challenge: head office as a middleman, and a terminal for every branch in every truck

Before OPP, all online orders and payments came in at one place and head office forwarded them to the branches. That was cumbersome, and with the requirements PSD2 places on anyone providing payment services, not desirable either.

Delivery had its own problem. A down payment is usually made in the store and the balance paid on delivery. Because one driver delivers for several branches, each truck carried a separate payment terminal per branch. Batteries ran flat, terminals failed, and the wrong terminal meant a manual correction afterwards.

Our solution: a franchise payment flow and iDEAL QR on the doorstep

OPP linked its franchise payment solution to Haco’s furniture order system. When a customer orders from the webshop, the payment goes directly into the bank account of the right franchisee. Head office no longer forwards money, and no longer provides payment services.

“Because payments for the webshop are set up this way, we save a lot of time on manual tasks and we can be sure that all payments are handled correctly and following the applicable PSD2 guidelines.”

Jan Lancee, Director of Haco

For delivery, OPP proposed iDEAL QR. Customers receive a payment request by email from the branch before the order is delivered, or scan a QR code on the driver’s tablet or phone and pay directly from their banking app. The driver sees at once whether the payment has succeeded, and the terminals could leave the trucks.

“The idea of saying goodbye to our payment terminals was initially received with mild criticism. But after a proof of concept from Online Payment Platform, everyone was immediately enthusiastic.”

Jan Lancee, Director of Haco

The impact: less manual work, lower costs, more overview

Webshop payments now reach the right branch without anyone at head office touching them, and Haco no longer acts as a middleman for money that belongs to its franchisees. Drivers save time on every delivery, Haco saves the cost of maintaining and replacing terminals, and the accountant gets a cleaner overview. For customers, paying the balance is now a quick scan in the banking app they already use every day.

“We mainly want to be busy selling furniture and expanding our organisation. With the knowledge of Online Payment Platform, all branches are completely unburdened for online payments and payments when delivering our furniture. By removing the bottleneck in these areas, we not only work more efficiently and cheaply, but our customers also benefit from a pleasant payment experience.”

Jan Lancee, Director of Haco

What this means for you: why franchise and multi-location retailers need routed payments

If you sell online on behalf of independently owned locations, Haco’s problem is yours: the money has to reach the right owner, and the central organisation should not be the one holding it. With OPP, each location is onboarded as its own payee and every payment is routed to it automatically, online and on the doorstep.

Want to see how routed payments could work for your organisation? Get in touch to learn more.

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Frequently asked questions

Can a franchise organisation route online payments directly to each franchisee?

Yes. At Haco, OPP linked its franchise payment solution to the furniture order system. When a customer orders online and picks a branch, the payment goes straight to that franchisee, without head office handling the money in between.

Why should head office not collect webshop payments and pass them on to the branches?

Collecting money on behalf of independently owned branches and forwarding it is a payment service in itself, and under PSD2 that comes with requirements most retailers do not want to meet. At Haco it was also slow, manual work. Routing each payment through a licensed provider such as OPP removes both problems.

How does iDEAL QR work for payment on delivery?

Before delivery, the customer receives a payment request by email, or scans a QR code on the driver’s tablet or phone and pays in their own banking app. The driver sees straight away whether the payment has succeeded, so no card terminal is needed in the truck.

What does a retailer save by replacing card terminals with iDEAL QR?

At Haco, every truck used to carry a terminal for each branch it delivered for. Replacing them removed the cost of maintaining and replacing terminals, the flat batteries and failed payments at the door, and the manual corrections when a customer paid on the wrong branch’s terminal.

Services used

Online payments

Instant payouts

Merchant portal

Reporting

In-person payments

Business onboarding