These are unprecedented times and COVID-19 is impacting us all. Our current focus is to ensure we continue to meet our customers’ expectations and needs while doing our bit to keep our employees and customers safe.
We have reduced our office telephone support and this is now available from 10am to 1pm Monday to Friday. Should you wish to contact our customer services team outside these hours for any reason please email us at firstname.lastname@example.org.
Current Actions Taken
The team at Adelante would like to reassure you that we are operating at close to our normal capacity. Currently we are unable to deliver or accept returns of Chip and PIN terminals. The set up on new merchant accounts and ConnectPay accounts may also take a bit longer than usual. We are taking the following steps to ensure business continuity and to ensure our workforce and customers are kept safe:-
Where possible, our office staff are working from home. All emails are being answered as normal - however, we do ask for your patience if it takes a little longer than advertised for us to get back to you.
All remaining onsite staff have access to and are encouraged to use hand-sanitisers, masks and gloves. Internal doors are kept open where possible to reduce bacterial transfer from door handles. Our office is cleaned at regular intervals to maintain a safe environment for our employees.
Anyone who displays symptoms or lives with someone displaying symptoms, however mild are required to self-isolate in line with government guidance.
While we try to ensure that the majority of our orders are completed within our normal timescales. However, this situation is fluid and so please bear with us if there are any delays.
We have postponed customer hardware returns for the foreseeable future. In the meantime we would ask customer to look after the item due to be returned. You will not be charged for a terminal that has reached the end of its contract period but not been returned.
Problems paying invoices and direct debits
If as a business you are experiencing financial difficulties as a result of the Covid-19 situation and have problems paying invoices or direct debits please contact Caroline Woods via email on email@example.com. Adelante understand these are difficult times and will try to reach an amicable solution to help you meet your business needs.