Located at 2019 MacArthur Boulevard in Oakland’s Dimond district, Kanna is a Black-owned cannabis dispensary with a strong commitment to its customers and community.

The dispensary carries products from social-equity brands and supports entrepreneurs from communities disproportionately affected by cannabis prohibition. This mission reflects Oakland’s broader Cannabis Equity Program, which was created to address disparities within the legal cannabis industry.

Inside the store, Kanna offers a welcoming retail experience supported by team members who help both experienced consumers and newcomers navigate its product selection.

Behind that customer experience, however, Kanna initially faced an operational challenge familiar to many cannabis retailers: relying entirely on cash.

The Challenges of Operating With Cash

Cash-only operations can create security concerns, complicate reconciliation, and limit how customers can pay. Kanna experienced these challenges when the dispensary first opened.

“When we started we were cash only, and that in itself has a myriad of challenges. Obviously security being the big one because we always had to have cash on hand and in the store.”

The business began looking for additional payment options that could reduce its dependence on cash and provide greater flexibility at checkout.

That search led Kanna to PayRio.

Building Greater Payment Flexibility

Kanna wanted a payment partner that understood cannabis retail and could help the business establish more than one payment pathway.

“We really wanted a backup debit terminal system and a credit card solution which PayRio was able to provide. Since then we’ve counted on them to provide the best possible solutions for our small business.”

For cannabis dispensaries, payment redundancy can be particularly valuable. If one appropriately approved payment method becomes temporarily unavailable, another option may help the store continue serving customers.

The exact payment methods available to any cannabis business depend on its location, operations, provider relationships, and completed underwriting. No single payment channel can guarantee uninterrupted processing.

Our guide to payment stability and approval speed explains why support, transparency, and redundancy are important parts of a long-term payment strategy.

Communication During Payment Interruptions

Technology and payment systems can occasionally experience disruptions. For Kanna, clear communication during those situations became one of the most valuable parts of its relationship with PayRio.

“In our industry sometimes these systems can go down and come back up, but PayRio has always made sure we were aware and updated every step of the way.”

Prompt updates help dispensary operators prepare their staff, adjust checkout procedures, and communicate with customers when circumstances change.

Although providers cannot prevent every interruption, responsive support can help businesses manage the operational impact.

Supporting Kanna’s Growth

According to Kanna, expanding its payment capabilities helped the dispensary process more transactions and grow from where it started.

“Overall it’s been great. We’ve been able to process more transactions seamlessly and that has grown our business substantially from where we started.”

This reflects Kanna’s individual experience. Results can vary based on customer demand, transaction volume, implementation, available payment methods, and other business conditions.

Digital payment options can nevertheless reduce friction for customers who do not regularly carry cash. They can also provide clearer transaction records and simplify certain reconciliation processes for store operators.

Customer Service That Makes a Difference

When asked why the dispensary would recommend PayRio, Kanna emphasized accessibility and responsive customer service.

“I would recommend PayRio because the customer service is excellent, you get a reply and access to great service right away. That’s very valuable and it’s not ubiquitous across the industry. They definitely care and you can feel that in their customer service.”

For a retailer that depends on payment availability throughout the day, access to timely support can be just as important as the payment technology itself.

Kanna’s Advice to Other Dispensaries

Kanna also encouraged other cannabis retailers to consider the revenue opportunities they may miss by relying exclusively on cash.

“I mean at this point there’s no reason to be doing that when there are options available to process card transactions. Most people use their phone or use their debit card and if you’re not utilizing those revenue streams then you’re really missing the boat.”

Cannabis retailers should carefully evaluate which payment methods are available and properly approved for their business. Important considerations include underwriting, fees, funding schedules, transaction limits, technical support, and contingency planning.

Explore Cannabis Payment Solutions With PayRio

PayRio works with eligible cannabis businesses to develop payment infrastructure suited to their operations, customers, and regulatory environment.

Available solutions depend on the merchant’s location, business model, financial profile, processing history, and completed underwriting. Approval and uninterrupted processing cannot be guaranteed.

Learn more about PayRio’s cannabis payment solutions or contact our team to discuss the needs of your dispensary.

This article is part of PayRio’s Client Success Stories series. The quotations reflect Kanna’s individual experience with PayRio.