Are you ready for 3D secure 2.0? – a breakdown

Are you ready for 3D secure 2.0? – a breakdown

Are you ready for 3D Secure 2.0? – a breakdown

Posted by Screen Pages on 08/04/2019

The rules around authenticating your customers’ online transactions are changing in September 2019.

As explained in more depth in our previous post on 3D Secure, PSD2 & SCA, 3D Secure 2.0 is being introduced to make the process of authenticating your customers more secure and hopefully for most of them, smoother than 3D Secure 1.0.

We have a breakdown of everything you need to know:-

September 14th, 2019

On September 14th 2019, new rules come into force for any transaction conducted where both the issuing bank (e.g. your credit card issuer) and the merchant acquirer (i.e. the customers bank provider) are based in the EEA (European Economic Area). All such transactions have to be Strongly Authenticated by at least two of three possible factors:

 

  • Something you have (e.g. the credit card)
  • Something you know (e.g. a pin number)
  • Something you are (i.e. a biometric ID such as face scan, thumb print)

It is expected that this will become mandatory worldwide by the end of 2020.

3D Secure 2.0 

3D Secure 2.0 has been devised as a way to meet the requirements of Strong Customer Authentication (SCA).

This will apply to every offline & online transaction, with a few notable exceptions:

  • Unattended payment situations, e.g. parking meters or the Underground.
  • Recurring transactions where the value of the transaction doesn’t change, e.g. subscriptions.
  • Transactions of below €30 (Up to a maximum of €150 total value or 5 transactions, whichever comes first).
  • Each time you perform a Strong Customer Authentication (SCA) transaction, this value and number count is reset.
  • MOTO (telephone) payments (although this is expected to come into force in a few years once some of the technical challenges have been worked out).
  • Low risk transactions (as determined by the payment provider and issuing bank, rather than by the merchant).
  • White-listed merchants (a customer can choose to whitelist a merchant to not request SCA in future).

The UK is the second largest global market

The UK is the second largest global market in terms of percentage of total eCommerce order value conducted on mobile devices behind China.

  • There was around £506 million worth of “card not present” fraud conducted in the UK in 2018 and this had increased 24% from 2017.
  • 3D Secure 2.0 will eventually replace 3D Secure 1.0
  • This won’t be until later in 2021 and so both will need to work together as it’s expected only 70% of card issuers will be ready for 3D Secure 2.0 by 14th September.
  • On each transaction that needs to be passed through SCA, the systems involved will attempt 3D Secure 2.0 first, falling back to 3D Secure 1.0 if that’s not available.
  • If neither are available, the customer will probably have the transaction rejected by their bank.
  • Mastercard SecureCode is being re-branded as Mastercard Identify Check
  • Some of you may have already seen this through some of your own transactions.

3DS 2.0 

Adyen will be rolling out test versions of their support for 3DS2.0 in April, SagePay will be doing this in June.

  • Every website will need to update their payment method extensions in order that they can handle the new 3DS2.0 workflow.
  • This is unless they use a hosted payment function, like PayPal, where PayPal will then handle this bit.
  • SagePay are rolling out support for Apple Pay & Amazon Pay through their SERVER and FORM payment methods in Q4 2019.
  • SagePay are rolling out a “pay by link” feature in Q3 2019 where you’ll be able to send someone a payment request, like you can do with PayPal.
  • More details about the exact rollout of 3DS2.0 by SagePay and all other payment gateways will be coming in the next few months.

Further Information

For the latest information about the support for 3D Secure 2.0 across our payment provider partners, please see our summary page here.

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3D Secure 2.0, PSD2 & SCA

3D Secure 2.0, PSD2 & SCA

 3D Secure, PSD2 & SCA – What you need to know

Posted by Screen Pages on 19/03/2019

The rules around authenticating your customers online transactions are changing this year and you will need to make some changes to how you accept payments on your website to be ready for the new rules that come into force in September 2019.

Most payment gateways already include functionality to ask a customer for their 3D Secure password information when checking out on your website. Most of your customers online transactions will go through this process although in some cases they won’t have to enter their password. Some of you won’t have enabled this check on your website in order to keep the checkout process as smooth as possible.

3D Secure 2.0 is being introduced to make the process of authenticating your customers more secure and hopefully for most of them, smoother than 3D Secure 1.0.

Your bank/payment provider may have already reached out to you about these changes coming but you may still have questions about how will this affect your website. We’ll try and answer a few of those questions for you.

First, a few definitions might help…

What is Payment Services Directive 2?

PSD2 (Payment Services Directive 2) is an update to the 2007 European Union directive that regulates payment service providers (among other things) and was designed to foster innovation in the payment markets in Europe. PSD2 is an update to this directive that seeks to make online payments in Europe even safer for customers by ensuring that far more stringent checks are made on a users identity when they’re making an online transaction.

What is Strong Customer Authentication?

SCA (Strong Customer Authentication) is one of the ways that banks and businesses will comply with the new PSD2. In simple terms it means making sure that transactions are definitely being conducted by the right person. In practice this means that in future, customers might be asked to verify their identity when conducting transactions online through a number of different means, i.e. at least two of the following:

  1. Something only the user knows, e.g. static password, code, personal identification number.
  2. Something only the user possesses, e.g. token, smart card, mobile phone.
  3. Something the user is, e.g. biometric characteristic, such as a fingerprint or face scan.

Most people conducting online transactions in the last decade will be familiar with number 1 on this list, because that’s where 3D Secure 1.0 fits in. This process involves the customer being “challenged” to prove their identity through the provision of these other types of identification.

This will become a requirement for all transactions going into, out of or through Europe from September 2019. It’s expected that this will be adopted world-wide in 2020.

What is 3D Secure 2.0?

3DS 2.0 (3D Secure 2.0) is the main way that online transactions will comply with SCA. It’s an attempt by the card networks (Visa, MasterCard, etc) to address some of the shortfallings of 3D Secure 1.0 and make it easier for customers to conduct online transactions while still ensuring that they’re only done by the right people. It means that instead of relying on some basic transaction information about what you’re ordering and from where combined with your card details and 3D Secure password, your bank will now be able to accept over 100 elements of data about your transaction to make an assessment on whether to allow a “frictionless authentication” for your transaction.

What is a Frictionless Authentication?

A frictionless authentication is one where your bank has enough information about the transaction to be sure that the real cardholder is making the transaction and they let that transaction go through without requesting any additional information. It’s likely that when SCA becomes a requirement in September 2019, all transactions will have to go through the SCA process, unless they’re exempt.

What is an Exempt Transaction?

There are certain transactions that are exempt from the PSD2 and they include:

  • Low risk transaction
    • If the payment service provider deems the transaction to be low enough risk, then it may be exempt. This is something your payment service provider will decide and it’s not something you’ll have individual control over.
  • Low value transactions
    • Individual transactions lower than €30 are considered low value and are normally exempt. If a customer has initiated six or more consecutive low value transactions or if the total transactions total more than €100, SCA will be required and the low value exemption doesn’t apply.
  • Recurring payments
    • If the transaction is a recurring payment, e.g. a subscription, then as long as the initial transaction was done through SCA it will be exempt. If the value of the transaction changes each time, e.g. an electricity or gas bill, then this won’t be exempt.
  • Whitelisted beneficiary
    • As a customer, you’ll be able to “trust” certain merchants after your first SCA transaction. This means that generally, if your card issuer believes this transaction is consistent with your purchasing behaviour, you won’t have to go through SCA but if they have reason to suspect this transaction may be fraudulent, it will still have to go through SCA.
  • Secure corporate payments
    • Certain purchases by businesses (e.g. corporate cards) may also be exempt from SCA provided the card issuer has decided that the identity of the card user has been determined sufficiently.
  • MOTO transactions
    • If the cardholder is not the one actually conducting the transaction, e.g. a phone or mail order order, then these transactions are exempt.

What does this mean for my website?

In order to support the new 3DS 2.0 process, your payment provider(s) will be working on adding in 3D Secure 2.0 to their solutions. Once they’ve made this available, the Magento extension developers will then be working on adding this to their payment provider integrations and making those update extensions available for purchase and download.

Sometimes, the extension developer is the payment provider themselves and sometimes it’s a 3rd party developer that has created the integration extension.

Some payment gateways are built into Magento and we’re expecting Magento to release updated versions of the platform that include support for 3D Secure 2.0.

Once the updated extensions or Magento versions are available, Screen Pages will need to purchase, download and install this update just like we would any other update or upgrade.

We’ll be able to provide an estimate on the cost and effort involved in getting your payment gateway integration up to date so that you can take advantage of the new 3D Secure 2.0 system.

For the latest news on each payment providers progress on supporting 3D Secure 2.0, please click their icon below to see what’s happening:

 

Adyen will be rolling out test versions of their support for 3DS2.0 in April.

Magento don’t have a fixed ETA yet on when support for 3D Secure 2.0 will be added to the core Amazon Pay functionality.

SagePay will be rolling out test versions of their support for 3DS2.0 in June 2019.

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PWA

PWA

Progressive Web Apps are set to revolutionise
mobile commerce – are you ready?

Posted by Screen Pages on 15/02/19

If you’re an eCommerce vendor, mobile commerce is more important than ever.

  • 93% of internet users browse the internet from a mobile device every day
  • According to Forrester, mobile commerce continues to grow and will contribute up to half of overall retail sales growth by 2022
  • Most emails are opened on mobile
  • More smartphone users start researching products or services on a search engine according to Google

Despite the above, merchants continue to struggle with lower conversion rates and engagement from users on mobile devices.

Apps however account for over 80% of Mobile Time according to comScore and mobile apps continue to outperform mobile sites. Case in point: ASOS Chairman Brian McBride recently announced that their app drives 50% more transactions than their website, with users buying more; staying longer; returning more often.

According to leading app provider JMango360, the reasons for this are as follows:-

Apps deliver better mobile user experiences

User experiences are the single most important factor in desktop and mobile-based purchasing decisions. For example, a one-second delay in page load times can result in a 7% loss in conversions.

This means that a page that takes over 7 seconds to load will lose you half (49%) of your potential business.

When it comes to eCommerce, this makes native apps a natural choice. Apps are different from mobile websites in two key ways.

First, they’re stored on a user’s device. Second, they’re developed for a specific operating system (like iOS or Android) therefore making the most of the features that operating system has to offer.

These advantages mean native apps load faster, work more intuitively and offer extra features like push notifications. All of this improves consumers’ experiences, helping you win their business more effectively.

Apps convert better

Mobile devices drive 62% of all eCommerce traffic. That’s a massive opportunity… But when consumers use mobile websites, they end up abandoning their carts up to 97% of the time.

Having an app fixes this by dropping cart abandonment down to 20%. Apps don’t just help you convert a lot more business, they also drive hordes of interested customers your way, making it really easy to benefit from high conversion rates

Apps increase user engagement

As previously stated, 80% of mobile time is spent using apps. Put simply, this means you can’t have any real mobile engagement without an app.

This is especially relevant for eCommerce businesses. Retail apps get opened more than any other app type, at 17.5 launches a month. Marketing statistics can be misleading at times, but here, it’s clear that consumers love using (and returning to) mobile apps.

Mobile app users make more repeat purchases too. With apps users spending 30% more and viewing 4 times more products than they do on websites. This is confirmed in multiple studies – like the bol.com one where web app consumers beat the control group by 30% in terms of spending.

It also helps that push notifications are opened up to 90% of the time, compared to 10-20% for e-mails (depending on industry).

Apps improve SEO

Modern search engines index app content alongside website content when determining your SERP position. This means that having an app, indexing it and syncing it with your site gives you a strong search engine boost.

Without an app, it will become almost impossible to be on page 1 of the mobile search results – and with an app, you’ve got double the chances to rank highly. Today, app indexing is available for both Android and iOS apps. Google recently announced that it will even index locked content inside apps, conferring even more SEO benefits to app owners and developers

So why not build a mobile app?

The reality is that not all businesses have the resources required to deliver and support mobile apps effectively due to the fragmentation of the smartphone market.  There are so many different smartphones available on the marketing running different combinations of operating systems and browser that it is virtually impossible to offer an app that works consistently across all devices.

This is where progressive web apps come in. Progressive Web Apps (PWA) are web applications that load like regular web pages or websites but can offer the user functionality such as working offline and push notifications, traditionally available only to native applications. PWAs bring together the best of website and mobile app functionality to provide a fast, reliable and engaging experience that can increase conversion rates by upwards of 50 percent and drive strong revenue growth for brands.

Magento (an Adobe company) recently announced PWA studio, a suite of tools for building online stores with app-like user experiences which enables merchants to offer reliable, fast and engaging mobile shopping without having to build apps.

Magento merchants will be able to offer customers the following:-

 

  • a consistent shopping experience, irrespective of the device and browser
  • a reliable shopping experience irrespective of their connectivity
  • push notifications to drive customer engagement
  • the ability to keep apps on their home screen without the hassle of an app store and installation/upgrade process

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Temando – Walking the returns tightrope

Temando – Walking the returns tightrope

Walking the returns tightrope

Posted by Screen Pages on 19/07/17

For the last 3 years, Temando has been commissioning Research Now to conduct a survey targeting online shoppers and retailers across four countries (United States, United Kingdom, France, and Australia), with the objective to outline patterns and highlight differences between countries and from year to year.

While it is focused on Shipping, the areas cover from why people buy online to what they buy, cart abandonment, impact of free shipping… and returns.

Although the trends and expectations in terms of product returns can be quite different from one country to another, it is today a key aspect of the customer experience, and that impacts your logistics. At the same time, it is a topic that some retailers would like to be able to avoid, as they see returns as a migraine.

Our report explores how returns impact both retailers and consumers, and what eCommerce merchants can do to alleviate the tension, and convert the returns process into an opportunity to delight customers for retention.

Below, some key figures of the survey. To know more, download the infographic “Walking the returns tightrope” or access our just released 2017 Research here:

  • The United Kingdom are active returners, with 73% (second position behind the US at 75%)
  • In terms of retailer’s experience when it comes to returns, everything seems to confirm that implementing a customer-centric returns policy will give a competitive advantage
  • A small section of retailers are running their returns programs efficiently
  • 60% of retailers saw up to 10% increase in the cost of logistics, with almost half seeing increases of 5% to 10%.
  • “Product returns cost U.S. manufacturers and retailers $100 billion every year in lost sales, transportation, handling, processing and disposal.” – IndustryWeek
  • The top reasons why products are returned seem to be: broken goods, incorrect sizing and a change of heart by customers. But there is a disparity between what consumers say and what retailers think of their customers behaviour.

The survey highlights some discrepancies in the approach and understanding of returns between consumers & retailers, and definitely shows that this topic needs to be fully part of the retailer’s approach to make a difference in its market.

Are you following these best practice rules when it comes to your returns strategy?

  1. Brand Your Returns Experience
  2. Put Customers in the Driver’s Seat
  3. Automate Your Back End

See more here

“The most important factor for online shoppers isn’t price. Other factors – like returns policy, convenience and viable testimonials about the product – often surpass price in importance. The reason? They build trust.”

- Inc.

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Qubit – Deliver highly persuasive personalisation

Qubit – Deliver highly persuasive personalisation

Qubit – Deliver highly persuasive personalisation

Posted by Screen Pages on 26/06/17

A digital personalisation platform for building lasting customer relationships.

Qubit is the innovator of persuasive personalisation at scale. We help brands ensure their customer experience remains a powerful point of differentiation in a constantly shifting market.

By combining rich customer data, deep learning technology and advanced segmentation capabilities, our Customer Influence Engine enables precise targeting of a wide range of personalisation’s – so businesses can reach the right visitors at the right time, at scale – to drive sales and loyalty.

Qubit will help you

  • Boost conversion rates and lower acquisition costs
  • Drive increased loyalty and retention
  • Improve marketing efficiency
  • Optimise up-sell and ancillary sales
  • Join the dots between web, email, call centre and mobile journeys
  • Understand your visitors’ behaviours, and their opinions

The Qubit solution

Lasting customer relationships are built on more than a single fleeting interaction. Modern expectations are about building strong relationships with your customers across their entire journey through targeted, tailored personalised experiences.

To accomplish this, companies need a tool that combines visitor insight, targeting and experience delivery.
Qubit’s platform encompasses broad data collection for unparalleled customer understanding, a deep learning system enabling precise segmentation and a broad variety of experience types for influential customer interactions.

Compelling interactions – Creating influential personalisation’s

The Customer Influence Engine uses a deep learning system to find influence signals from within your customer data. With advanced micro-segmentation, adaptive targeting that makes sure every segment is always up to date, and machine learning at work to identify new visitor groups to target, you can ensure that the personalisation’s you create are precisely targeted for maximum impact.

Precise segmentation – Identifying the best audience

With Qubit, you can then put this insight to work, reaching your best customers with the most impactful personalisation’s. From basic content placements like on-page banners through to scalable, segment-aware, ongoing programmatic experiences like abandonment recovery or targeted recommendations, you have the widest range of personalisation experiences to successfully influence customer behaviour at scale.

Reliable ROI – Uncovering the value of personalisation’s

Throughout the Qubit platform, you have access to customer, experience and segment data for analytics – both in-context and via your own BI tools – and see the real value Qubit can deliver. Our data shows that personalisation’s using Qubit to target specific customer segments produce a 50% increase in revenue, and those that are geared to behavioural change are over 7x more effective in increasing conversion rate.

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Screen Pages eCommerce Forum May 17

Screen Pages eCommerce Forum May 17

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