Robeks Increased Authorization Rates, Simplified Reporting, and Started Winning Chargebacks with Olo Pay

Robeks chose its payment processor based on a low per-transaction rate. But after a few frustrating years the brand realized that the attractive low rate was masking hidden fees and providing a poor experience for both their guests and their franchisees. 

The bigger problem was that customer support for the payment processor was nonexistent. Robeks couldn’t get the processor on the phone to resolve payments issues, discuss hidden fees, or help with a chargeback. Robeks was familiar with Olo and its support team through the Ordering platform, and a comparison showed the brand would save money by switching to Olo Pay. 

As Robeks rolled out Olo Pay, they quickly saw authorization rates increase markedly Setup was a breeze, taking 2–3 days compared to 1–2 weeks. Franchisees were eager to get on board, and all 108 Robeks stores started using Olo Pay in August 2023. 

Since Robeks implemented Olo Pay store-wide, the authorization rate has jumped to 97.3% — an increase of 8.5%. Furthermore, fraud rates have dipped to 0.01% compared to an industry rate of 0.4%. So, Robeks is processing more valid transactions and staying protected from the growing threat of fraudulent online orders. 

Olo Pay also helped Robeks with chargebacks. Under their previous processor Robeks was losing money on every single chargeback as they didn't have the resources to fight disputes on their own. With Olo Pay's automated dispute response feature Robeks is now winning 22% of all chargebacks without having to spend the time and hassle manually reviewing and disputing them. 

Other benefits kept cropping up. Switching to Olo Pay enabled Robeks to accept digital wallet payments, which now make up 15.35% of the brand’s transactions. Robeks also leveraged Borderless, a passwordless checkout for guests across a network of restaurants, and has seen first-time guests come to their website, sign in, and order without having to enter a password—converting at a high rate due to ease of checkout. And reporting was easier as well—with the previous processor, franchisee owners had to log into a separate payments portal to find and reconcile their payments. With Olo Pay, all the information they needed was on one platform.

The biggest challenge of the whole process turned out to be canceling the contract with the previous payment processor.