We partnered with Agivant to help a global retailer drive growth

With an omnichannel presence spanning 30+ websites and multiple telemarketing partners, call centers, and drop-shipping partners, the retailer faced a number of challenges that were hampering its growth, including:

• Rising payment rejection rates that lead to revenue losses, a negative impact on the customer experience, and customer churn
• Too many false positives triggered by rigid rules in its fraud management solution, causing lost sales and customer frustration

A move to Cybersource’s payment gateway now helps the retailer process more than five million payment transactions each month, including credit and debit cards, digital wallets, and buy now, pay later (BNPL) schemes. They also launched fraud and chargeback management solutions to address false positives and lost sales.

More than 2.5 million tokens were smoothly and securely exported from the retailer's previous payment infrastructure into Token Management Service (TMS). Importing these tokens allows:

• Customers to continue using their stored credit and debit card details for a friction-free checkout
• Recurring and installment payments to continue uninterrupted
• Account Updater to automatically update stored payment credentials when customers receive new cards, which can help optimize the customer experience and acceptance rates.
   

Agivant connected through Cybersource to WooCommerce—the retailer's chosen eCommerce platform—using a plug-in and API. This allowed creation of a robust token management system for new transactions, recurring transactions, and refunds that streamlines payment flows and boosts payment data security to accelerate growth.

Agivant and Visa Acceptance Solutions migrated the retailer to Cybersource Decision Manager, a machine learning and AI powered fraud management solution. In addition to leveraging the unparalleled scale of Visa data, Cybersource performed thousands of simulated payment transactions to fine-tune the retailer’s business rules and align Decision Manager to their business strategy. This helped minimize false positives and significantly improve payment acceptance rates. In addition, orders, installment payments, and refund processes are automatically validated across all the retailer's digital channels. Together, these enhancements help improve the customer experience and support the retailer's ambitions for higher revenues and faster growth.

The successful migration to Cybersource enabled the retailer to reduce declined payments and false positives, enhance customer experience, and improve operational efficiencies. With Visa Acceptance Solutions, the retailer has an integrated payments and fraud management infrastructure that supports its business today and can help foster future growth and innovation.

Learn more about Visa Acceptance Solutions and partnering with us. And find out more about our partner Agivant.