Riverford

Riverford improves their customers’ online shopping experiences by using Worldpay’s Faster Refunds capability

Riverford is a UK-based, employee-owned organic food delivery and box company that grows seasonal fruit and vegetables from their own and partners’ farms, and transports them directly to over 60,000 homes each week. Their model connects clients directly with food that is fresh and sustainable.

With an overall “Excellent” Trustpilot TrustScore of 4.8 earned from more than 19,000 reviews, Riverford’s customers are health-conscious households who value a deeper connection to the land, the story behind their food and the assurance that they’re supporting ethical farming practices.

Riverford’s customers also increasingly expect a modern digital experience – one that offers speed, flexibility and transparency across all touchpoints, including payments and refunds.

Payment requirements to be met

Chris Parkes, finance director at Riverford, explains that, “We need a modern, integrated payment system that meets the expectations of our digitally savvy customer base. This means fast, frictionless refunds, real-time reporting and the ability to scale as we deliver increasingly personalised experiences.

“Our top priority was to ensure fairness for our customers by delivering a refund experience that matched the speed and convenience they’ve come to expect,” he continues. “Traditional refund methods were too slow and didn’t align with the level of service we strive to provide. So we set out to find a solution that respected our customers’ time.”

Quicker refunds equal happier customers

Worldpay’s Faster Refunds solution delivers near instant refunds to shoppers who use Mastercard and Visa cards when making purchases at participating merchants. Retailers can instruct partial and multi-currency refunds 24/7/365, and can also use an existing acquiring flow with Worldpay to streamline their refund payouts. This capability is available to shoppers in the UK and EU, where the receiving financial institution supports Faster Refunds.

According to Chris, “Our primary channel is e-commerce, and we want to offer our customers the best experience possible. Worldpay’s Faster Refunds service helps us meet expectations for speed and convenience in that space. Faster Refunds also mean customers get their money back quickly, reducing calls to our contact centre and freeing up that team to focus on more valuable support. Additionally, accelerating refunds aligns with our commitment to enhance the digital customer journey and keep pace with evolving consumer expectations."

Smooth and efficient implementation process

Chris notes that Worldpay’s collaborative approach to onboarding made the entire implementation process seamless and efficient.

“The implementation of Faster Refunds was a straightforward change, and deployed within a few days by our in-house platform engineers. This implementation has enabled Riverford to deliver refunds within 30 minutes for our customers with cards enabled for this, avoiding the typical 3-5 days process for slow refunds,” he observes.

Positive Worldpay experience

Chris also unhesitatingly shares that he’s extremely satisfied with his overall Worldpay experience.

“We’re very happy working with Worldpay. We value their proactive approach to keeping us informed about emerging payment trends and opportunities, while their ongoing support helps ensure our payments strategy remains aligned with both customer expectations and industry developments. We’re also currently in trials to use their Account Updater solution.”

A big (green) thumbs up for Faster Refunds

Finally, when asked if he would recommend Worldpay’s Faster Refunds capability to others, Chris readily says, “Absolutely! In today’s market, speed and trust are everything. Faster Refunds provides both – it’s a simple, but powerful, way to demonstrate your respect for customers, plus create a modern digital shopping experience.”

At a glance

Objective

Deliver a fast, frictionless refund experience that ensures fairness for customers.

Worldpay solutions

Enterprise Payments Capabilities; Payouts; Account Updater

Impact

• Exceed customers’ expectations
• Strengthen trust in brand
• Reduce calls to contact centre
• Establish a contemporary digital shopping journey

“Worldpay’s Faster Refunds service helps us meet expectations for speed and convenience in that [e-commerce] space.”

Chris Parkes, Finance Director, Riverford

Note: Not all products, solutions or capabilities mentioned in our client stories are available in all geographic regions. Please consult your relationship manager or customer care (existing customers) or sales (prospects) for more information.