With credit card processing fees climbing year after year, it‘s no surprise that more businesses are exploring credit card surcharging as a way to protect their margins. But one major hesitation remains: How will my customers react?

The good news? When done the right way, surcharging can be introduced smoothly and professionally—without damaging relationships or losing business.

Here‘s how.

1. Be Transparent from the Start

The number one rule: don’t surprise your customers. A surcharge should never feel like a “gotcha” moment. The key is clear, upfront communication.

-Send communication to on-account customers via invoices or statements of the updated policy.
-Display signage at the point of sale (physical or digital).
-Notify customers before checkout that a surcharge will be applied to credit card payments.
-Be clear that other payment options are surcharge-free, like debit cards, ACH, or checks.

Pro Tip: Language like “To continue offering you low prices, a processing fee—no greater than the cost of card acceptance—will be applied to credit card payments only.” positions your policy as fair.

2. Stay Within State Laws and Card Brand Guidelines

Customers are far more accepting when your surcharge feels fair and professional—not arbitrary or excessive. That’s why it’s important to:

-Keep your surcharge within the legal maximum (no more than 3% in most cases).
-Exclude debit cards, as required by law and card brands.
-Make sure the surcharge fee is conspicuous in the payment receipt.

Getting these details wrong isn’t just a compliance risk—it can deteriorate customer trust.

3. Train Your Team to Communicate with Confidence

Whether it’s a sales rep, cashier, or customer service team member, everyone should know how to explain:

-What the surcharge is
-Why it exists
-How customers can avoid it (e.g., by paying with debit or ACH)

A confident, friendly explanation goes a long way in easing customer concerns.

4. Offer Surcharge-Free Payment Alternatives

Empower your customers to choose how they want to pay. Promote Surcharge-free payment methods like:

-Debit cards
-Bank transfers (ACH)
-Checks

Giving customers control makes the surcharge feel like a choice, not a penalty.

5. Lead with Professionalism and Consistency

Consistency matters. When every customer-facing channel—from your website to your invoices—uses the same messaging and presents the surcharge clearly and professionally, it builds confidence.

Success Story:

“Since rolling out surcharging with UTA, we’ve had almost no pushback from customers. The signage and communication methods made it simple for our team to address the surcharge policy, and our monthly savings are substantial.”
— VP of Finance, Building Materials Distributor

Surcharging Done Right—With UTA

At United TranzActions, we help businesses roll out compliant, professional, and customer-friendly surcharging programs. From branded payment links and signage templates to real-time compliance updates, our solution handles the hard part—so you can focus on running your business.

Interested in learning how much your business could potentially save by surcharging?

Request a demo here