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Get paid using QR Codes

960 640 Stuart O'Brien

By Ordo

QR Codes were once the domain of quirky-can’t-really-see-the-genuinely-needed-gap-in-the-market gimmick. They were invented by Toyota in Japan in the 1990s to improve the process of car manufacturing.

A QR code can store three times the amount of data as a bar code using the same amount of space, and they’re secure, so now, they’ve taken a very different turn with the dawn of another new secure technology: Open Banking, making instant low cost account to account payments a reality.

These two very different technologies are coming together to revolutionise the way we pay on-line, in store and face to face. New open banking enabled QR code payment solutions, like Ordo’s, offer low cost, easy to use and secure ways for businesses to collect payment from their customers breaking the long-held monopoly of the global card schemes.

  • New FCA regulated open banking payments initiation businesses like Ordo, have created innovative request for payment services that provide businesses with individualised secure digital payments tokens that can be passed to your customers when you need to take payment. These tokens can sit behind a ‘Buy’ or ‘Pay Now’ button on your web site for e-commerce, or be embedded in an email, text message, data message and shared across all messaging platforms like WhatsApp and others, for requests to pay an invoice or bill. The customer is immediately notified of your request by email or message, they click the tokenised link and they are taken to the Ordo platform displaying the your specific payment request, which the customer is guided through paying via their own bank for instant payment, and then back to your web site if online.
  • Smartphone readable QR codes now offer a third delivery option for the payment token by embedding it within a QR code. The customer just reads the QR code with their phone, and then simply needs to confirm payment in their mobile or internet banking app which will have been opened and configured for the payment by Ordo. All friction removed.

It’s hard to imagine a simpler or safer use case, and far more widely useful than car manufacturer processing lines! All you as a business has to do is enter the amount to be paid, show the automatically generated QR code to your customer, and in seconds see in your own system or your Point of Sale device (which only needs to be a phone, tablet or PC, no specific reader necessary) that payment has been made and is in your bank account in cleared funds.

For the customer, it also couldn’t be simpler, they just scan the code with their phone camera, select their bank from Ordo’s list of 40 UK banks, and then authorise the payment that has been automatically set up in their banking app in the normal way, e.g. using their fingerprint.

That’s it done, there is no entry of amounts, references or card details or receiving account numbers, that’s all done securely between Ordo and their bank.

For businesses, open banking QR code payment services like Ordo means expensive cards are no longer the only option for eCommerce, Point of Sale and Face to Face payments.

Read more, check us out, try for free, book a demo

SIBF leads $4 million Seed round for payment orchestration startup BridgerPay

960 640 Stuart O'Brien

BridgerPay, payments orchestration software that boosts online businesses’ payments capabilities with one API, dynamic checkout, and a single admin interface to manage all transactions, routes, and rules of the business in real-time, has raised $4 million in a Seed round of funding.

The bootstrapped company has been active for two years with an impressive and steady growth of subscriptions. This investment will enable BridgerPay to expand its efforts by continuing to build out its sales and R&D teams. The most recent funding round was led by SIBF and Nati Harpaz (former Catch.com.au CEO), with the participation of prominent investors including Oded Edelman, President of www.jamesallen.com, as well as Gabby and Hezi Leibovich, Australian-based investors with multiple successful exits, and several angel investors from the Fintech and eCommerce industry.

BridgerPay provides a single API that integrates with all major payment processing providers and methods used by small, medium, and enterprise businesses. The API enables on-demand connectivity to any payment method globally, reducing the required tech resources and increasing cart conversion with a seamless and dynamic checkout. This Payment-as-a-Service software provides an agnostic, quick, low cost, and personalized solution to manage and optimize any online business’s payments flow, and can be up and running in a matter of hours. BridgerPay solves a universal challenge in online payments which addresses a huge market size of eCommerce, travel, SaaS companies, and more, providing an all-in-one API-based platform to increase approval ratios and reduce cart abandonment.

Ran Cohen, CEO of BridgerPay, said: “We’re really excited to have new partners and funding to continue building the next generation of payments orchestration software. Also, we’re happy and grateful to have such supportive customers to join us on this ride.page1image36719424

We are determined to bring the quality and ease of use to enterprises and SMBs alike. For businesses to effectively improve the way they manage payments, they must love the tools they use, and that is our goal at BridgerPay. The results the platform creates in increasing processing volumes of online businesses are incredible. This, together with the freedom and flexibility it brings to companies, is leading to the widespread adoption of BridgerPay across all verticals.”

BridgerPay’s primary customers at this time are eCommerce and online retail merchants, fintechs, and travel companies looking for a custom PCI Level 1 payments platform to easily connect, manage and optimize their payments. BridgerPay provides a single orchestration layer that harmonizes their entire payments data, reports, and approval ratios. By having up-to-the-minute payments data fed directly into their decision-making systems, online businesses can make more informed and timely decisions to increase revenue and reduce costs.

PCI DSS: Why it pays to comply

960 640 Stuart O'Brien

By Rob Crutchington, Managing Director, Encoded

For customers to buy from an organisation either in person, online or via a contact centre they need to be confident that their payment cards will not be compromised, their personal details are secure and their identities cannot be stolen.  PCI DSS was created to protect consumers and merchants against security breaches.

PCI DSS stands for the Payment Card Industry Data Security Standard, developed by Visa®, MasterCard®, JBC®, Discover® and American Express®.  It is made up of 12 requirements designed to secure business systems that store, process or transmit card holder data.

As the stakes are getting higher with millions of pounds being lost as a result of card fraud PCI DSS is enjoying a well-earned revival.  Earlier this month a London student was sentenced to 22 months in prison for sending out scam text messages.  This followed an investigation by the Dedicated Card and Payment Crime Unit (DCPCU), a specialist City of London and Metropolitan police unit funded by the banking and cards industry[i]. Officers found the student’s digital devices contained personal details from hundreds of victims while a large quantity of cash was found at his home address.

Many merchants believe if they don’t take payments over the phone then PCI DSS doesn’t apply to them.  However, the regulation applies to card payments made over all channels, including in store and online, to prevent personal details falling into the wrong hands.

What’s the price of non-compliance?

Failure to meet PCI compliance and protect customer data adequately can result in financial penalties and charges, reputational damage and loss of customer trust, as well as potential stolen customer funds or identity. You may also be subject to possible legal costs, settlements and judgements.

In contact centres the most effective way to be PCI DSS compliant is to introduce clever behind the scenes technology.  For example, the latest Agent Assisted Payment systems from Encoded allow contact centre agents to process card payments without being exposed to sensitive card data.  While PCI DSS compliance can be seen as expensive and complicated to implement, working with the right payment service provider will make it your friend and keep you and your customers, safe.

To learn more about PCI DSS visit Encoded.co.uk and download the Truth about PCI DSS Compliance ebook.

Rob Crutchington is Managing Director of Encoded and to read more on PCI DSS  please visit Encoded.co.uk

[i] https://www.ukfinance.org.uk/press/press-releases/enfield-student-behind-scam-texts-jailed-22-months#summary

Online retailers ‘lose over £1 billion annually’ due to lack of available payment methods

960 640 Stuart O'Brien

67% of UK adults find a lack of payment methods available at online checkouts frustrating, while 20% admit that they always abandon their online basket if they cannot pay using their preferred method.

That’s according to research conducted by Merchant Advice Service, which polled 2,200 UK adults over the age of 18, all of whom shop online at least once per week.

It was initially found that over two thirds of respondents (67%) find it frustrating when there is a lack of payment methods available when shopping online; of those, more than half (54%) admit they’re discouraged to complete an online purchase if the payment options are limited solely to debit or credit card details.

When asked which payment methods respondents’ favour the most (and able to pick more than one option), 71% admit they opt for PayPal, closely followed by 68% who said they tend to use digital wallets (Apple Pay and Google Pay). Meanwhile, 24% prefer Buy-Now-Pay-Later (BNPL) payments such as Klarna and Clear Pay.

Quizzed further, the top reasons respondents gave for using alternative payment methods when online shopping – as opposed to their credit or debit card – were revealed to be:

1. “I’ve lost my bank card/don’t know my details” – 86%
2. “I don’t want to re-enter my card details every time I shop” – 78%
3. “I prefer one-click payments, it’s so much more convenient” – 65%
4. “I feel safer using Paypal and Apple Pay because my details are protected” – 54%
5. “If I’m shopping in bed, I can’t be bothered to get up and find my card” – 48%

What’s more, one fifth of respondents (20%) admits that every time they cannot pay with their preferred payment method, they simply abandon the purchase. Asked to give an estimate on the monetary value of the items they ‘window shopped and dropped’ each month, the average answer was £15.00.

The team at Merchant Advice Service have consequently estimated – that with approximately 50,909,098 adults aged 18 and over in the UK, and the one fifth of respondents who admit to abandoning £180 worth of products online per year – means as much as £1,832,727,528 is lost by retailers annually due to the lack of payment methods available for customers.

Libby James, co-founder of www.merchantadviceservice.co.uk, said: “These findings show just how crucial it is for retailers to offer alternative payment methods to just credit or debit cards, since so many now prefer using Google Pay, Apple Pay, Klarna, and so on. By limiting your payment methods, you’re equally limiting your chances of a sale if customers are unable to pay using their preference. To avoid customers falling at the final stage of checkout, consider adding payment methods that make the online shopping experience as seamless and hassle-free as possible, by offering one-click payments and more.”

Brands ‘must improve’ online experiences and embrace personalisation

960 640 Stuart O'Brien

While most top retailers have gift cards available there is still a huge opportunity for brands to capitalise on the gift card market.

That’s according to research from NAPCO, in conjunction with Blackhawk Network, which evaluated the state of key merchants’ gift card offerings, including TKMaxx, H&M and Apple.

The report highlights how retailers can reap the benefits of this growing market – Of course, Amazon topped the list, cementing itself as king of yet another sector, but even the retail giant has some room for improvement.

Essentially, the report found that across the board, top retailers are missing out on significant revenue streams by not giving customers what they want when it comes to gift cards. Even the most basic innovations seen across other areas of retail are yet to be implemented for gift cards. Key areas for improvement cited include:

  • Better personalisation: consumers have come to expect high levels of personalisation throughout the customer journey yet no retailer is capitalising on this when it comes to gift cards

  • Gift cards are often associated with consumer gifting but there is huge growth predicted in the B2B market. Tesco is leading the way in this category, scoring 100%, but other retailers are falling behind

  • There has to be better synergy between on and offline. The gift card space is lacking considerably when it comes to digital, with many retailers not offering the chance to purchase online or in-app.

Retailers routinely provided a weaker gift card purchase and recipient experience within their mobile apps. In fact, many do not offer gift cards within their apps at all.

Fashion retailers performed better than other verticals in the area of mobile app payment options. ASOS, Zara, Superdry, and Ted Baker offer standard Visa, MasterCard, Amex, and Maestro, with additional options including PayPal, Apple Pay, Google Pay, Afterpay, Klarna, Clearpay and Switch.

However, attention to the gift card purchase experience within apps is clearly lacking. This, the report says, is a missed opportunity to drive loyalty and build a long-term relationship with customers, particularly when it comes to younger audiences – research from Comscore finds that smartphone users between the ages of 13 and 24 are the heaviest mobile app users.

Perhaps the most significant takeaway of this report is that retailers must improve performance when it comes to the ease and experience of purchasing gift cards within their apps. Especially because consumers that have downloaded a retailer’s app are more likely to be loyal and regular customers.

A personalised experience is not optional

In 2021, customers have come to expect a personalised experience in almost every aspect of the consumer journey – and gift card purchases are no different.

A recent report from Accenture found that 91 percent of consumers are more willing to make purchases from retailers that ‘remember them’ and provide relevant offers.

But the NAPCO research found that personalisation within the gift card purchasing process could be vastly improved. Advanced personalisation options that should be considered include specialised faceplates, personal photographs or video content. For example, one brand lets buyers upload a personal video alongside their digital gift card to make the experience extra special.

B2B will drive sales

GlobalData forecasts that the gift card market is set to grow 24.7% over 2019–2025, and this will be primarily driven by growth in B2B sales.

Apple successfully highlights its B2B offering by providing 50 card packs for businesses, as well displaying a nice visual promoting its gifts for business on the gift card landing page.

Tesco, which earned 100 percent in the B2B category, has a dedicated corporate gift card site that allows users to customise the number and denomination of gift cards which puts it in a strong position.

Looking at the bigger picture, the report says retailers need to do more to capitalise on the B2B opportunity. The majority are leaving a significant amount of money on the table by not investing in activities to grow the number of customers who could purchase gift cards in bulk.

WEBINAR REWIND: Creating a Winning SCA Strategy in 2021

960 640 Stuart O'Brien

Don’t worry if you missed last week’s insightful Signifyd webinar, Creating a Winning SCA Strategy in 2021 – you can now re-watch the entire session online.

Here’s the premise: As if the challenges of COVID weren’t enough for online retailers to cope with, the second phase of the payments services directive continues, bringing with it its requirements for stronger customer authentication.

This comes with a cost – the cost of compliance, new technologies, training, and potentially negative customer impact. But with that cost also comes opportunity – The opportunity to rethink checkout processes and optimise payments for better conversion than ever before.

Signifyd’s Senior Product Manager of Payment Solutions Shagun Varshney and guest speaker, Forrester Analyst Jacob Morgan, take a deep dice into the issues, covering:-

  • The current state of play for SCA in Europe
  • What ecommerce merchants can learn from their predecessors – the banks – through
    earlier implementations
  • How you can build an exemption strategy to protect your customers and your
    revenue now
  • Best-practice authentication strategies for the most seamless experiences in
    the long-term

The 60 minute session is now available online in full – Click here to watch now.

Getting conversion right doesn’t stop at the buy button

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By Ed Whitehead, MD Europe, Signifyd

There is no great mystery behind the reasons conversion rate is the gold standard for measuring ecommerce success.

Conversion is where the money is. It’s the moment that the hard work of marketing, merchandising and customer acquisition pays off.

So, is it possible to be too focused on conversion rate? Well, yes. Or at least it’s possible to be too narrowly focused on conversion rate. Think about it? When is a conversion not a conversion?

There are fraudulent orders that result in chargebacks. There are returns that result not only in a lost sale, but additional cost for shipping, restocking or otherwise redistributing the product. There is friendly fraud, when the customer receives their order, but says they didn’t and gets a refund in addition.

All of these misfortunes befall an online seller after a customer clicks the buy button. And all of them can be better managed with a view of fraud management that is tailored for the new era of ecommerce.

First that new era: Few would dispute that the coronavirus pandemic has propelled ecommerce years into the future and that it’s never coming back to its 2019 status.

Global ecommerce sales rose 49% in 2020 over 2019, according to Signifyd’s Ecommerce Pulse data. In February, sales were still tracking 31% above their year-ago figures.

Consumers shifted to online shopping — and they liked it. Nearly 83% of UK consumers said they would be shopping differently post-COVID than they did before the pandemic, according to a Signifyd survey conducted by market researchers Upwave. In significant numbers they said they’d be doing more online shopping and more frequently availing themselves of click-and-collect.

These new realities call for a new way of looking at fraud management — a way that sees fraud management not as a defensive shield, but as a means of revenue optimization.

This new thinking starts with retailers examining the buying journeys they’ve created, so they can identify spots where they are unwittingly leaking revenue due to barriers they’ve placed in the way of customers.

In working with retailers, Signifyd has discovered that retailers are leaving as much as 10% of potential sales on the table due to revenue leakage. This loss occurs because of friction in the buying process — everything from poor user experience, overly conservative payment gateways, outdated fraud management and two-factor authentication.

And with new Strong Customer Authentication (SCA) enforcement coming to the UK in just a few months, it has never been more important to understand where the drop-off is happening.

The good news: Merchants can optimise their sales funnels. And while retailers aren’t oblivious to lost sales and damaged customer relationships, the issues often don’t get the attention they deserve.

Silos make it difficult to see where revenue is leaking

The lack of attention stems from the fact that it’s hard for any one team to see all the holes in the buying journey where revenue leaks. Teams often work in silos, relying on walled off data. By collaborating — marketing, payments, fraud management, customer support, operations and finance can build a more complete view.

Signifyd has developed a way to look at the revenue leakage problem that allows retailers to survey the entire buying journey and plug the leaks. Start with the way payment gateways operate, and rules governing transaction velocity and the like triggered by ecommerce platforms. Add the imperfection in some retailers’ fraud reviews. All of which leads to false declines.

Then, there are returned orders — which can easily reach 20% or higher — and chargeback claims to deal with. Before you know it, the initial set of customers that marketing acquired has shrunk by as much as 30% in some of the hardest hit verticals.

So, what do you do about revenue leakage?

What should retailers do to tighten up those journeys so they do not leak revenue?

The first step is to break down the internal, organizational barriers that prevent retailers’ customers from completing a sale. Data and communication silos have to go, so that all teams have a clear and unified vision of the buying funnel that encourages collaboration.

Next, merchants need to develop a revenue leakage dashboard that provides a comprehensive view of the buyer’s journey to help assess and plug holes. Retailers then need to establish a revenue-leakage benchmark. In short, merchants need to know where they stand in comparison to others in the same space. There is a whole industry of consultants whose expertise can be drawn on.

From there, retailers can identify the biggest leakage problems and go to work on those. The next part of that phase includes optimising that trouble spot; measuring improvements and testing effectiveness; then moving to the next problem and repeating the cycle again.

One likely suspect, where revenue normally leaks, is at the payment level. Significant progress can be made here and retailers should trust their fraud professionals to drive the relationship with payment gateways in their favour. Typically payment gateways try to dictate how risk management operations perform and so we advise that inhouse fraud experts strive to drive and control this relationship.

Fraud fear kills conversions

Beyond reviewing outside payment processors, retailers need to assess their own fraud tools and processes. Experts can, appropriately and easily, review and disable some rules and filters activated by payment gateways, ecommerce platforms and card processors to see what orders are not getting through systems. Also, retailers should strive to understand whether they are suffering from an unreasonably high percentage of declines from payment partners. Accessing benchmark data from the likes of Visa can help here.

Finally, merchants should evaluate the market for SCA solutions that will allow them to provide the best customer experience and minimise the number of step-ups caused by SCA.

Marrying modern fraud management with the right ecommerce platform, the right design and user-experience can stem revenue leakage and preserve lifetime customer value – giving retailers the confidence to serve more legitimate customers in the way they want to be served.

PSD2 is live – What are merchants experiencing?

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By Ekata

The revised Payment Services Directive (PSD2) went into effect this past January 1st for many countries across Europe. The payments ecosystem has been hard at work for the past year setting up their compliance for the new regulation. Now that the time has come to see the interactions play out, we wanted to investigate the merchant experience in the first months of 2021.

For merchants generally transacting in real-world goods, the online channel was a small subset of their total revenue. Once Covid-19 hit and all the shopping behaviours of 2020 impacted their business, most merchants became digital-first by necessity. This also means that understanding digital risk, fraud and PSD2 has happened incredibly fast for most companies.

THE OPPORTUNITY TO LEAD IN CUSTOMER EXPERIENCE AND TRUST

PSD2 Strong Customer Authentication (SCA) provides rich opportunities for everyone in the payments ecosystem to strategise and win long-term:

  • Issuers want to stay “front of wallet”. Thus, it’s in their best interest to focus specifically on the customer experience and reduce any friction experienced by the consumer that could lead to an abandoned transaction.
  • Acquirers/PSPs want to develop new fraud capabilities (real-time fraud checks, Transaction Risk Analysis (TRA) etc.) and differentiate against an increasingly commoditised space.
  • Merchants want to increase conversion and do so by building frictionless experiences that keep the consumer returning to make additional purchases.
  • Everyone wants increased authorisation rates because, ultimately, this key business signal is tied to the bottom line.

THE SURVEY

Ekata and Allyiz  (formerly STRATGranat) interviewed top global merchants on their experiences in the first months of 2021 to understand their strategy around PSD2, and learn how they are actively monitoring and assessing SCA performance to drive better customer experience and trust.

Of these merchants, 90% were truly global and 10% were spanning various European countries. In order to ensure good SCA knowledge, we focused on people in Payments roles.

You can access our full study here to understand what these global merchants are seeing in the market – the ultimate temperature check on all the effort undertaken by the various payments players in the ecosystem.

Are you optimising your European checkout conversion rates?

960 640 Stuart O'Brien

By Max Roberts, UK Country Leader, Stripe

All ecommerce businesses face a common challenge: How do you remove unnecessary friction so that a consumer is more likely to make a purchase? One of the final and most crucial steps in this conversion journey is often neglected: the checkout flow.

As companies scale to new global markets, they need to consider the regional preferences of their consumers. Not translating your checkout to the language of your customers, or failing to offer popular local payment methods, could cut off entire countries from their addressable market, leading to lost sales.

As an example, when three Hong Kong-based businesses selling into the Netherlands enabled iDEAL, the most popular payment method among Dutch customers, payment volume from the Netherlands increased by 79%.

When we conducted a detailed review of 450 of the top ecommerce websites in Europe we found 58% had at least three basic errors, adding unnecessary friction for customers.

Here’s a snapshot of our findings.

Checkout form design

More than one-third of ecommerce companies added unnecessary friction to their checkout flow, preventing customers from checking out.

  • 42% did not automatically verify the card number as it was entered, increasing the likelihood of customers submitting inaccurate payment information
  • 39% let customers attempt to pay with an expired card date
  • 19% did not allow card numbers to be entered without spaces, adding friction by forcing customers to enter data in a certain way
  • 45% did not confirm card type when a card number was entered, missing the opportunity to validate payment details in real time

Mobile optimisation

Ninety-six percent of checkouts were designed to adapt to mobile screen sizes, but only 12% supported mobile wallets.

  • 4% did not adapt to mobile screen sizes
  • 29% failed to surface a numeric keypad to enter card information on mobile
  • 88% did not support either Apple Pay or Google Pay

Localisation

The majority of checkouts were not translated into other languages and did not offer the most relevant payment methods for international customers.

  • 74% of checkouts were not translated into local languages when customers elsewhere in Europe attempted to make a purchase
  • 81% did not offer local payment methods such as iDEAL, EPS, P24, or Bancontact in markets where they are widely used

You can read the full report on the common errors and why they matter in our State of European checkouts in 2020 report.

About Stripe:

Millions of businesses of all sizes — from startups to large enterprises — use Stripe’s software and APIs to accept payments, send payouts, and manage their businesses online.

Stripe updates its payments infrastructure an average of 16x a day. This velocity helps us continually increase conversion rates, reduce abandonment rates, and optimise checkout experiences.

To find out more contact us at https://stripe.com/gb/contact/sales.

Pixxles – The future of payments is coming

960 640 Stuart O'Brien

By Pixxles

Payments don’t need to be complicated. Pixxles is keeping it simple with a new end-to-end payment solution for online merchants. We’re not re-inventing payments, we’re just perfecting them.

The future of payments is coming soon.

Visit www.pixxles.com to register for launch updates and search #PixxlesPowerUps for tips on how to grow your #eCommerce business.