Way, way back when Snapper first launched in Wellington, the primary way to top up a Snapper was at your local dairy or convenience store. Back then – and yes, same as now – Apple had not provided iPhone NFC integration capability (shot guys), and due to our top-up standards requiring instant, clear and predictable reload capability, an online solution was not an option. Offering convenience at convenience stores seemed the ideal way to combine a task like topping up your Snapper with another like buying milk while, providing a solution accessible to all with no hardware such as a phone or PC required..
So we opened our big round door under the Snapper hill and got swept up along on our retailer journey, teaming up with the leader in point-of-sale terminals EFTPOS New Zealand. And we lived happily ever after for, um… eight years when sadly, EFTPOS announced that they were turning off their network integration switch. Bearing in mind that 70% of all Snapper reloads are done at retailers, this was a huge problem for us at Snapper. Like, seriously huge. However, our pragmatic brains set about to turn that frown upside down and look for a change that would not only keep the retail reload solution running smoothly for our customers, but actually make it even better.
We grabbed at this opportunity to improve our network and teamed up with another industry leader Activata (our short announcement can be read here on the what and when) and we focussed on turning around some of the user pain points you’d raised with us to deliver something even better than before.
“There are no retailers near me?!”- The retailer reach is now just shy of 200 retailers/stores across the Wellington region and is available for the first time in: Tawa, Mount Victoria, Rongotai, Fairfield and Ngaio with more to come.
“I loaded a new pass and then lost 2 days on my old pass” – For all the pass buyers who have ever had an active pass overwritten… this is now impossible to do on the new terminals 🙂
“I received penalty applied, and now have to come into town to collect my refund!” …Ever been accidentally overcharged on the bus and had the hassle of having to collect a credit from a Snapper service centre? Well now any pending items will be collectible to your Snapper card through the new terminal when you top up or check your balance.
“It’s hard to access my transaction history”- Curious about your transaction history? Your real-time balance, concession, pass details (including Cable Car passes) and latest transactions will now be printed on your receipt. So if you don’t have access to a computer, mobile or tablet to view your transaction history online, you can get this printed for you from your nearest retailer.
“How do I locate a Snapper retailer when out and about?” –Our new and improved Snapper website is mobile-friendly and you can now find a Snapper retailer on- the-go. This issue wasn’t actually covered as part of this gig, but it seems fitting to bring it to your attention.
So there you have it, the Snapper retailer update – why do we do what we do? We do it for you.
P.S Wondering what might be next on our spruce up list?