Key takeaways
Omnichannel payments connect every way a customer can pay you – website, app, payment links, invoices and in-store – into one system with shared data and reporting.
Unlike multichannel, the channels share customer, payment and transaction data, so a customer can buy online and return in store without friction.
Airwallex lets Australian businesses accept 160+ payment methods across web, app, links, and mobile integrations, settling into one multi-currency account. POS payments are launching soon.
Omnichannel payments connects the channels a customer can pay through – your website, app, payment links, invoices and physical store – so payment data and reporting can be shared where systems are integrated.
Australian shoppers already move between channels. Deloitte's Retail Report 2026 found 60% of consumers expect to do at least 20% of their shopping online, while 61% still rate physical stores as their top channel¹. Only 2% of retailers now report no online sales. This guide covers how omnichannel payments work, the benefits, how to keep them secure, and what to look for in a provider.
What are omnichannel payments?
Omnichannel payments connect the sales channels a business uses through integrated payment systems. "Omni" means "all", so omnichannel means every channel working as one.
Connected systems can consolidate payment records and reporting. Saved payment details, purchase history and refund records can also be shared across channels.
Three things make a payment setup omnichannel:
One payment layer that accepts payments on every channel you sell through
Shared, tokenised payment details, so a returning customer is recognised on any channel
Consolidated reporting for connected channels
Example of an omnichannel payment
An omnichannel payment can look like any purchase where a customer moves between channels and the business still sees one customer, one payment record and one refund history. Here's how that looks for a fictional Melbourne homewares brand:
A customer buys a lamp on the brand's website and saves their card at checkout.
A month later, they reorder candles in the brand's app with one tap, using the same saved card.
They request a custom-sized rug, and the brand sends a payment link by email to cover the deposit.
The rug arrives in the wrong colour, and the team processes the refund from the same dashboard used for every other order – whether the return comes in online or at a physical store.
Four channels, one customer record, one place to manage it.
Omnichannel vs multichannel payments
Multichannel payments mean selling through many channels that run separately, while omnichannel payments connect those same channels so they share data.
Multichannel payments | Omnichannel payments | |
|---|---|---|
Systems | Different systems or providers may handle different channels | One platform, or connected providers, for the channels supported |
Customer data | Stored separately in each channel | Shared across connected channels |
Checkout experience | Varies by channel | Consistent payment methods and flow |
Reconciliation | Multiple statements to match manually | One ledger for all transactions |
Reporting | Channel-by-channel reports | One view of sales across channels |
Businesses may become multichannel by accident – a plugin for the website, a terminal for the store, a separate tool for invoices. Moving to omnichannel is about connecting what you already have, not adding more channels.
What channels do omnichannel payments cover?
Omnichannel payments can cover the online and in-person channels a business uses, from your website checkout to an invoice or an in-store terminal.
Channel | How customers pay | Common in Australia for |
|---|---|---|
Website checkout | Cards, digital wallets and alternative payment methods | Online retail and eCommerce brands |
Mobile app | Saved cards, Apple Pay, Google Pay | Repeat purchases, food and delivery |
Payment links (email, SMS, social) | A link that opens a hosted payment page | Custom orders, deposits, social selling |
Invoices | Card or bank transfer from the invoice | B2B, trade and professional services |
Subscriptions | Recurring payments on a stored card | SaaS, memberships, subscription boxes |
In-store POS | Tap-and-go cards (including eftpos), phone wallets | Retail, hospitality, pop-ups |
Marketplaces and social commerce | In-platform checkout or payment links | Selling through social and marketplace platforms |
You don't need every channel – just one payment setup that covers the channels you use.
How does omnichannel payment processing work?
In a connected setup, transactions from supported channels pass through the provider’s payment gateway. Processing, authorisation and settlement can vary by payment method and provider.
A customer pays on any channel – website, app, payment link, invoice or terminal.
Where tokenisation is supported, a token can replace a card number for later use. The provider or other systems may still handle or retain card data.
The transaction is routed for authorisation. Fraud checks and rules vary.
The transaction is logged centrally against the customer and order.
Funds settle into one account, and reports update across all channels, depending on your configuration and setup.
Connected records can reduce manual matching when channels and accounting systems are integrated. See how payment processing works and confirm which integrations are available.
What is an omnichannel payment gateway?
An omnichannel payment gateway may capture and encrypt payments from every channel through one integration, rather than using a separate gateway for each channel.
The gateway is the front door for payments: it collects card or wallet details and passes them on securely for approval. Some businesses also need a separate processor and acquirer to move the funds, while some providers act as gateway, processor and acquirer in one. Expect an omnichannel gateway to offer:
A single integration across your website, app and other channels
Payment methods supported for each channel and market
Tokenised credentials that can be reused across channels where supported
One dashboard for payments, refunds and disputes
What are the benefits of omnichannel payments?
The main benefits of omnichannel payments are a consistent checkout for customers, simpler reconciliation for finance teams, and one view of sales data across every channel.
A consistent checkout everywhere
Customers see the same payment methods (when available in their region) and the same flow whether they pay on your website, in your app or through a link. That consistency builds trust, especially with repeat buyers.
Fewer abandoned carts
Saved payment details and familiar options cut the steps between "add to cart" and "paid". Customers who don't have to re-enter card details are less likely to drop off.
Simpler reconciliation
One provider means one statement and one settlement schedule to match against your accounts. With card surcharging removed for eftpos, Mastercard and Visa from 1 October 2026, merchants now absorb those card costs, so consolidating providers and getting consistent rates across channels matters more than before.
One view of customer and sales data
With every transaction in one place, you can see which channels drive sales and how customers move between them. Deloitte found 79% of Australian retailers are concerned about competition from marketplaces, and clear channel data helps you decide where to compete.
Easier expansion into new markets and payment methods
Adding a new payment method or currency can simplify adding it for further regions and channels. That's faster than updating separate systems when you start selling overseas.
How to choose an omnichannel payment provider
To choose an omnichannel payment provider, check that it supports the channels you sell through today, the payment methods your customers use, and pricing that stays transparent across every channel.
What to check | Why it matters |
|---|---|
Channels supported today | Some providers list channels as "coming soon", so confirm what's live now |
Payment methods for Australian and overseas customers | Cards, eftpos, digital wallets and local methods for the markets you sell into |
Total cost per transaction, including FX | Card fees, currency conversion and plan fees all add up, especially now surcharging is removed |
Integration options | No-code tools, eCommerce plugins for platforms like Shopify and WooCommerce, or a full API |
Settlement speed and currency | How fast funds arrive, and whether you can keep foreign currency instead of converting it |
Security and compliance | PCI DSS Level 1 and, in Australia, an Australian Financial Services Licence (AFSL) regulated by ASIC |
For a side-by-side look at your options, compare these payment gateway providers against the checklist above.
Why business choose Airwallex for Payments
Airwallex lets you accept payments across your website, app, payment links, eCommerce plugins, invoices and subscriptions from one account, with funds settling into the same multi-currency Business Account.
That means one integration, one dashboard and one set of records for every online channel, with the same fraud and optimisation tools applied to each.
160+ payment methods across 180+ countries: Accept cards, Apple Pay, Google Pay and local payment methods through Checkout, Payment Links, plugins, API and mobile SDK.
Like-for-like settlement in 20+ currencies: Keep overseas sales in the currency your customer paid in, rather than converting everything to AUD.
Built-in optimisation: Optimize 360 applies AI-powered payment optimisation for up to 2.6% higher approval rates, while Airi offers one-click checkout that can increase conversion by up to 14%.
Transparent pricing: Domestic cards from 1.65% + A$0.30 per transaction, with no set-up fee for Checkout. See pricing for plan fees.
Frequently asked questions
What is an example of an omnichannel payment?
An example of an omnichannel payment is a customer buying online and returning in store with linked payment records if the retailer’s order, POS and refund systems support it. A provider may also link app and payment-link transactions when those integrations are configured.
How do I set up omnichannel payments for my business?
To set up omnichannel payments, list the channels you use and check which providers and integrations support them. Connect the channels and accounting tools you need, then test whether transactions reconcile as expected; a single integration may not cover every channel.
What is the difference between omnichannel and multichannel payments?
The difference is the degree of connection. Multichannel systems may operate separately; omnichannel setups aim to connect channels so they can share data and reporting. The actual experience depends on the provider and integrations.
What does omnichannel mean in simple words?
Omnichannel means every channel connected and working as one. "Omni" means "all", so an omnichannel business links its website, app, social channels and store, and customers get the same experience wherever they buy. For payments, it means one system handling every transaction, regardless of where it happens.
What are the best payment gateways for an omnichannel business?
The best payment gateways for an omnichannel business support every channel you sell through now, through one integration. Look for local and international payment methods, transparent pricing, and PCI DSS Level 1 compliance. Compare payment gateway providers against these criteria before choosing.
Sources
https://www.deloitte.com/content/dam/assets-zone1/au/en/docs/industries/au-retail-report-2026.pdf
https://www.rba.gov.au/statistics/frequency/retail-payments/2026/retail-payments-0626.html
https://www.rba.gov.au/media-releases/2026/mr-26-10.html
This information doesn’t take into account your objectives, financial situation, or needs. If you are a customer of Airwallex Pty Ltd (AFSL No. 487221) read the Product Disclosure Statement (PDS) for the Direct Services available here.
Airwallex Editorial Team
Airwallex’s Editorial Team is a global collective of business finance and fintech writers based in Australia, Asia, North America, and Europe. With deep expertise spanning finance, technology, payments, startups, and SMEs, the team collaborates closely with experts, including the Airwallex Product team and industry leaders to produce this content.
