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READING, UK – 7 MARCH 2013: Best-in-class retailers should focus on optimising order acceptance
in 2013 according to the ninth annual UK eCommerce Fraud Management Report from CyberSource,
a Visa company (NYSE: V).
The survey of 200 UK merchants revealed clear opportunities for businesses to identify and convert
valid orders faster, whilst further streamlining their manual review processes. According to the
report, retailers reject a significant proportion of eCommerce orders, some of which may be valid.
Furthermore, merchants reported that, on average, they manually review a quarter of eCommerce
orders; however they ultimately accept over two thirds of these transactions.
“In 2013, businesses should take an holistic view of fraud management and focus on acceptance;
identifying good customers sooner and then optimising their entire payment experience,
irrespective of the device or channel used,” said Simon Stokes, Managing Director EMEA at
The eCommerce opportunity
The UK eCommerce industry is a world leader in terms of its maturity and scale; worth £78bn in
2012 according to the IMRG. The report found that the US, Germany, France and Ireland generate
the most cross-border eCommerce revenue for UK merchants. Italy, Spain and China are the top
countries planned for market entry in 2013. New territories and digital channels bring significant
opportunity to merchants, as well as potential complexity.
“As businesses look to reach more customers and source new revenue opportunities, it’s important
to find the right balance when defining risk strategies,” said the report’s co-author Dr Akif Khan,
Director, Strategic Initiatives, CyberSource. “Optimising profits means focusing on the end-to-end
eCommerce journey, and doing so efficiently. By automating acceptance and minimising the need
for manual review, fraud managers can positively impact conversion rates, profit margins and the
overall customer experience.”
CyberSource’s Managed Risk Services team has introduced a five point plan to help businesses
streamline order acceptance. Much more detailed insight is offered in the full report, accessed here:
1. Assess the Opportunity: Compare your key fraud management metrics to those in the
report, including the order reject rate, and consider where there is room for improvement.
2. Examine Review Outcomes: Look at the proportion of manually reviewed orders that you
ultimately accept. If this is too high, the criteria used to sort orders into a review queue may
need tightening; automate as much as you can upfront to increase valid order acceptance.
3. Optimise Rules: Constantly analyse reviewed orders, and create new rules to improve the
customer journey. Ensure rules are refined to reflect each market and payment method, as
well as seasonal, or even daily, buying behaviours.
4. Consolidate Channels: Using one platform helps you take a single view of the customer
across web, mobile and call centre channels, as well as markets. Track transactions from
multiple sources using cross-channel velocity checks.
5. Keep Testing: Constantly test and tune new rules to understand how changes could improve
your performance and conversion rates. Find the right balance: profit is the objective, not
necessarily the lowest chargeback rate.
CyberSource, a wholly-owned subsidiary of Visa Inc., is a payment management company.
Over 400,000 businesses worldwide use CyberSource and Authorize.Net brand solutions to
process online payments, streamline fraud management, and simplify payment security. The
company is headquartered in San Francisco, and maintains offices throughout the world, with
regional headquarters in Singapore, Tokyo, Miami, Sao Paulo and Reading, U.K. CyberSource
operates in Europe under agreement with Visa Europe. For more information, please visit
For further information contact:
Amy Stevens / Richard Bell / Lauren White
T: +44 (0)118 909 0909
E : firstname.lastname@example.org
Published on: 6:20PM on 7th March 2013