Most PayPoint stores didn’t know how to add top ups when I was topping up cards in around 2007 and it appears from this that some still do not know how to do a top up 11 years later.
I think the main problems are:
The user interface on the operators end is not intuitive. The amount of time I waited whilst operators fiddled around trying to figure out how to top up a card goes into hours. Surely there should be a big button on their main screen saying “TOP UP A CARD” but no it appears to be locked away somewhere and the feature requires wizardry to access.
Very few people use PayPoint to top up a card. The vast majority of transactions are people paying a bill so at some stores it may be a case that the operator has only ever used it to receive bill payments with and they probably never even knew card top ups is a thing.
The stores with PayPoint machines have no accountability. PayPoint doesn’t want to rock the boat with their terminal operators as ultimately they are their clients and they are in a cut throat market where their operators are at risk of switching to payzone at the best of times, let alone if they got told they’re doing it all wrong and need to retrain their staff.
I fear Simon’s request to name the stores so PayPoint can sort them out will lead nowhere. PayPoint will just apologise and pretend that they’ve retrained the store and it will be forgotten about.
PayPoint was a bad choice for a partnership in terms of usability but perfect for Monzo in terms of cost and commitment. Those who have been following Monzo will know how they really feel about cash. They want people paying in and withdrawing cash as little as possible as it is a costly nuisance to them, so a cash deposit service that is awful doesn’t really bother them.