FACT OR FRICTION INDUSTRY COLLABORATION NOW TACKLING THE NEW #1 PROBLEM: FALSE DECLINES. Joel Siegmund, Manager of Market Development
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1 FACT OR FRICTION INDUSTRY COLLABORATION NOW TACKLING THE NEW #1 PROBLEM: FALSE DECLINES Joel Siegmund, Manager of Market Development
2 SALES CHARGEBACKS INNOVATION FRAUD SALES CUSTOMER EXPERIENCE ACCEPTANCE FRAUD FRAUD INNOVATION INNOVATION FRIENDLY FRAUD REVENUE SALES FALSE DECLINES CHARGEBACKS DATA BREACH CHARGEBACKS FRAUD FRAUD ACCEPTANCE INNOVATION CHARGEBACKS FRAUD FRAUD SALES WHAT ARE TODAY S BIGGEST ECOMMERCE PROBLEMS? Ethoca. All Rights Reserved.
3 FRIENDLY FRAUD
4 FRIENDLY FRAUD refers to fraud that is committed when an individual had knowledge of and/or was complicit with and/or somehow benefited from the transaction on their own account although the individual reported the transaction as unauthorized Ethoca. All Rights Reserved.
5 Friendly fraud covers a spectrum of activities from benign to hostile Descriptor Household Buyer s Remorse Confusion Gaming the System Ethoca. All Rights Reserved.
6 THE NEGATIVE EFFECTS OF FRIENDLY FRAUD CARDHOLDER MERCHANT ISSUER Bad experience Purchase friction Card on file breakage Card reissue Bad customer experience Lost revenue Chargeback / representment cost Decreased acceptance Bad cardholder experience Increased OPEX Spend on card decreases Rules engine noise Card reissue Ethoca. All Rights Reserved.
7 28% Percent of total ecommerce revenue lost to friendly fraud. Source: MRC Ethoca. All Rights Reserved.
8 Ethoca Survey Friendly Fraud Rates by Industry: % 33% 26% 19% 16% 6% 0% 8% 1% Ethoca. All Rights Reserved.
9 TRAVEL DIGITAL GOODS ONLINE GAMING PHYSICAL GOODS TECH SUPPORT Ethoca Survey Friendly Fraud Rates by Industry: % 52% 49% 49% 39% Ethoca. All Rights Reserved.
10 HOW DOES FRIENDLY FRAUD CONTRIBUTE TO FALSE DECLINES? Good transactions are coded as fraud. Dynamic, self-learning fraud models get tuned incorrectly. Merchants, issuers and acquirers decline more. Good customers are turned away Ethoca. All Rights Reserved.
11 FALSE DECLINES
12 False Declines occur when good transactions are wrongly rejected due to the suspicion of fraud. As a result, cardholders often elect to abandon a purchase, seek a different online store, or use an alternative payment card Ethoca. All Rights Reserved.
13 $118B The value of transactions falsely rejected by U.S. card issuers in $9B versus Ratio The value of actual fraud measured by U.S. card issuers in Where should your focus lie? Source: Javelin 2014 Source: Javelin Ethoca. All Rights Reserved.
14 The difference between digital and physical goods 3-4% Decline rates for physical goods 15%+ Decline rates for digital goods Source: Ethoca Ethoca. All Rights Reserved.
15 32.5% of cardholders don t retry a purchase after a false decline. Source: Ethoca Ethoca. All Rights Reserved.
16 AVERAGE MERCHANT DECLINE RESULTS OTHER 15.2% FRAUD 9.4% LOST / STOLEN 10.4% ERRORS 20.6% 44.4% INSUFFICIENT FUNDS Source: Ethoca Ethoca. All Rights Reserved.
17 HOW DO FALSE DECLINES IMPACT MERCHANTS? Lost sales/revenue Poor customer experience Encourages customers to use competitors Brand damage Ethoca. All Rights Reserved.
18 HOW CAN MERCHANT-ISSUER COLLABORATION HELP?
19 What is a Collaboration Network? Ethoca. All Rights Reserved.
20 Now customers and issuers have the info they need Online/Mobile Banking Chat Call Center Ethoca. All Rights Reserved.
21 Real-time collaboration can resolve multiple forms of friendly fraud Descriptor Confusion Household Buyer s Remorse Gaming the System CARDHOLDER CONSEQUENCES MERCHANT CONSEQUENCES ISSUER CONSEQUENCES Bad experience Purchase friction Card on file breakage Card reissue Bad customer experience Lost revenue Chargeback/representment cost Decreased acceptance (false declines) Bad cardholder experience OPEX (Inbound call volume, claims cost, etc.) Spend on card decreases (back of wallet) Rules engine noise Card reissue Ethoca. All Rights Reserved.
22 INTERNET / MOBILE BANKING The cardholder clicks on a transaction in internet or mobile banking app, or contacts the issuer to inquire about a transaction. CHAT ISSUER AGENT Cardholder recognizes their purchase after presentation of digital receipt, or after conversation with the agent. As a result of this quick and easy process, the cardholder experience is improved. The solution retrieves in-depth transaction details from the merchant and immediately presents it to the cardholder or the appropriate issuer channel Ethoca. All Rights Reserved.
23 REALTIME DASHBOARD FOR ISSUER CALL CENTER AGENTS Ethoca. All Rights Reserved.
24 DIGITAL RECEIPTS AVAILABLE TO CARDHOLDERS Collaboration provides merchant receipts through online banking...and mobile apps Ethoca. All Rights Reserved.
25 HOW MUCH FRIENDLY FRAUD CAN COLLABORATION STOP? ~35-50% Deflection Rate via Call Center ~20-25% Deflection Rate via Digital Channel Ethoca. All Rights Reserved.
26 50% Number of deflections a leading North American issuer is currently enjoying thanks to collaboration Ethoca. All Rights Reserved.
27 BENEFITS OF COLLABORATION IMPROVE CUSTOMER EXPERIENCE: Customers no longer need to go through the frustrating chargeback process or have their payment cards reissued. ELIMINATE CHARGEBACKS: Stop chargebacks from disputes and friendly fraud. RECOVER LOST REVENUE: Revenue is recovered when the cardholder assumes rightful liability for their purchase. REDUCE FALSE DECLINES: Acceptance is increased as issuer fraud models are improved Ethoca. All Rights Reserved.
28 QUESTIONS?
29 CONTACT US Ethoca. All Rights Reserved.
30
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