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MOTO – short for Mail Order/Telephone Order – lets businesses accept card payments without needing the customer to be physically present. It's simple: customers share their card details by phone, mail, or email, and your team enters the data into a secure portal.
It's not flashy, but it's reliable. And in industries where timing and service matter—think travel, healthcare, or premium goods – it still plays a key role.
Who still uses MOTO?
MOTO is often the right choice when convenience or urgency wins out over digital-first experiences:
- Travel and hospitality: Adjustments to bookings or last-minute reservations
- Medical services: Remote consultations and billing follow-ups
- Luxury retail: Personalised service over the phone
- Field services: Payments collected by technicians or delivery teams
- Memberships: Phone signups for gyms, learning platforms, or clubs
It's not about nostalgia. It's about meeting customers where they are.
Why MOTO still matters
Not all transactions fit neatly into an app or online checkout. MOTO fills the gaps:
- When speed is critical and a phone call is faster than a form
- When web tools fail or aren't available
- When trust matters and customers want to speak with someone
It's a live support tool disguised as a payment method.
How to set up MOTO payments
You don't need to rebuild your systems – just follow a few key steps:
1. Choose the right processor
Look for a payment processing provider that:
- Supports card-not-present (CNP) transactions
- Offers PCI DSS Level 1 compliance
- Gives access to live transaction monitoring
- Has a straightforward, transparent fee structure
2. Create a merchant account
This links your business to card networks. Most providers walk you through this during setup.
3. Build in security
Remote payments carry more risk. Secure them with:
- End-to-end encryption
- Tokenisation for recurring payments
- No card data storage unless fully encrypted—and absolutely necessary
4. Train your staff
Every team member handling payments should:
- Follow a clear entry process
- Avoid writing down or repeating card numbers
- Know how to recognise red flags in customer behavior
5. Test your setup
Before going live, check for:
- Data entry issues
- How declined payments are handled
- What the confirmation experience feels like
Security requirements at a glance
|
Measure |
What it does |
Who needs it |
|
PCI DSS compliance |
Protects cardholder data |
All merchants |
|
Encryption |
Secures data during transmission |
Any remote transaction |
|
Tokenisation |
Limits exposure, simplifies compliance |
Recurring or stored payments |
|
Customer verification |
Helps detect fraud |
High-risk transactions |
|
Staff training |
Reduces manual errors |
Any payment-taking employee |
Use cases that rely on MOTO
- Travel agencies finalising bookings from low-connectivity areas
- Fitness centres renewing memberships over the phone
- Sales reps closing deals on live calls
- Emergency services collecting payment at the moment of dispatch
- Clinics scheduling follow-ups without a website visit
Handling sensitive data
Keeping data safe isn't optional. Here's what to prioritise:
Use secure channels
Avoid plain emails or unencrypted calls
- Use encrypted VoIP tools
Stick to PCI DSS protocols
- Individual logins for access control
- Role-based permissions
- Regular audits
Only collect what you need
- Don't keep more data than required
- If retention is necessary, tokenise it
Keep teams trained
- Refresh best practices regularly
- Run occasional spot audits
MOTO and costs
MOTO payments usually fall in line with other CNP transactions in terms of fees. Here's what to expect:
- Processing fees: Comparable to other card-not-present payments
- Operational effort: Slightly higher due to manual entry
- Chargebacks: More exposure, but manageable with good controls
For service-heavy businesses, the added flexibility justifies the cost.
Commonly asked questions
Use a processor with chargeback support, keep detailed records, and verify identities.
MOTO in the big picture
MOTO won't lead your payment strategy. But it's not going away.
It fills the gaps left by apps and websites. It supports real-time, human conversations. And it works – quietly, consistently, and often when everything else is down.
Antom makes MOTO easy to run alongside your broader setup, so you don't have to choose between flexibility and control.
Want to add MOTO to your payment mix? Let's talk.
