Friday, April 19, 2024
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    The importance of multi-channel and hyper-personalised payments services

    PSD2 has required stricter authentication for payments meaning that streamlining the complex payments landscape for merchants and reducing friction has never been more important in ensuring cart conversion. So how can this be squared with making payments seamless?

    In the purchase process, payment is a delicate phase because it determines the transition from the purchase intention of the customer to the actual sale and the less friction there is at this juncture, the more pleasant the customer experience. Therefore, in order for merchants to maintain high customer experience and cart conversion, it is essential that payment is as frictionless and immediate as possible, while still being transparent and above all safe and compliant with relevant PSD2 regulations.

    In this context, solutions that manage the growing number of complex multi-channel payments for retailers while delivering hyper-personalised services – aka services that respond to the specific needs of the merchant, based on their target demographic habits and preferences and geographical regions – is important for customer experience.

    This is increasingly a challenge for merchants as multiple digital payment types such as cryptocurrency, Buy Now Pay Later (BNPL), contactless in-store payments such as SoftPOS, and Ecommerce tokenization, that Axerve outlines in the white paper, are increasingly popular meaning that retailers must engage with multiple payment forms at checkout.

    The technological response from the world of payments to the new forms of purchasing are platforms capable of satisfying increasingly complex and personalised needs, both from the point of view of the merchant and from that of the customers. A study by Accuity, a LexisNexis Risk Solutions company, estimated that failed payments, as a result in part of problems in the management of payment flows, have cost the global economy $118.5 billion in fees, labour, and lost business in 2020.

    Payment orchestration is a key tool for managing this increased complexity.  Axerve’s Payment Orchestra manages the interoperability between all the transaction processes and types and simplifies payments configuration thanks to a new proprietary software architecture. Payment Orchestra can significantly cut the costs of multiple Ecommerce integrations and allows independence from payment service providers (PSPs). Its multi-solution integration system gives businesses the possibility to automatically switch payments to the best-performing provider at the time of purchase, resulting in industry-leading quick reaction times.

    Precisely with a goal of combining a complex series of features and thanks to the rise of digital, all players involved in payment processing have been investing for some time in the innovation of processes, legislations, and platforms. Regulation, alternative payments, fraud prevention, and value-added services are just some of the fields in which companies and institutions are working in to improve the shopping experience for consumers and collection experience for merchants.

    Similarly, compliance with PSD2 and SCA requirements has added complexity for merchants. However, knowing how to seize the opportunities of PSD2 is a great opportunity for the merchant to prevent transactions from being rejected during authentication, improving the user experience offered to their customers by the overall conversion rate. Today, this is possible with risk analysis tools, like Axerve Advice, which take advantage of the opportunity to request an exemption from applying the regular flow of 3DS protocols. Axerve’s own payments data shows that by using Axerve Advice’s Transaction Risk Analysis 98.9% of the total transactions managed by Axerve were sent exempt to issuers, who did not apply two-factor authentication in 89% of cases. Out of this 89%, only 2.9% received a soft decline from issuers (however out of this 2.9%, 80.2% were subsequently sent with the SCA request and in all cases the outcome was positive). Therefore, most of the transactions deemed potentially fraudulent by the issuer have actually turned out to be genuine, as reported by Axerve Advice.  Axerve has found that a huge 99.9% of the soft decline transactions subsequently passed the authentication phase. As a result, only a number of transactions as low as 0.08% of the soft-decline transactions did not pass the authentication phase; demonstrating the efficacy of risk analysis methods.

    Axerve is a part of the European fintech Fabrick’s open finance ecosystem, and beyond this, the Company supports a diverse mix of institutions, international corporations, and retail chains by offering innovative technology and data security across global payment methods. Axerve helps its partners anticipate trends in the digital payments market. The Axerve payment platform processes more than 4 million requests every month, supporting customers in selecting the best solutions for their business and suggesting the most effective instruments to increase sales and boost loyalty.

    Alessandro Bocca, CEO of Axerve, commented: “The release of Axerve’s white paper today underscores the significant innovation and growth in the digital payments space of recent years. In order for merchants to harness the benefits of diverse payment methods for their customers, it is vital that the new forms of purchasing experiences that are emerging are met with an omnichannel and fluid approach and platforms capable of simplifying multiple payments for merchants.

    “This is an increasingly complex task meaning that retailers stand to benefit from an expert payment partner. Orchestration models such as Axerve’s Payment Orchestra offer consistency along the entire payment flow.”

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