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Additional language support added to Checkmaxx

Additional language support added to Checkmaxx

Our Reloads team has added additional language support to our Checkmaxx platform. Ortel Aufladen is the first Checkmaxx-powered customer top-up portal to be provided with the extra languages. Alongside German and English, the Ortel Mobile top-up website is now also available in Spanish, French, Italian, Polish and Romanian.

With the addition of the new languages, we’re making it easier than ever for all prepaid credit providers, in all verticals, to offer customer-friendly top-up services to their customers.

For Ortel, Germany’s leading provider for local and international calling via prepaid SIM, the expanded language support for Ortel Aufladen will expand its potential customer base and greatly improve access to the brand’s top-up platform.

The team is currently working on adding Turkish as an additional supported language.

For more information, contact Lourens Badenhorst. As the Checkmaxx Product Owner at Alphacomm, he is looking forward to helping you with any questions you might have.

paymaxx-explained

Paymaxx – Secure payments via any payment method

With Paymaxx, resellers can provide companies that sell digital goods & services a secure payment gateway that supports the most used payment methods. 

In this series, we introduce our services and explain the ins and outs including what they can do for your customer’s businesses. 

 

What is Paymaxx?

Paymaxx is a state-of-the-art payment solution for merchants selling digital goods & services. With Paymaxx, merchants can implement all popular payment methods, including local and regional methods from all over the world. This makes Paymaxx the ideal platform for companies looking to boost their profit by reducing friction at checkout. 

Supported payment methods include SEPA Direct Debit, PayPal, iDeal, Tikkie, Sofort, Visa, Giropay, MasterCard, American Express, Trustly, EPS, Bancontact, Maestro, Apple Pay, Trustly, Barzahlen and many more. Our payment platform offers optimal routing to maximize profit.

Paymaxx is PCI certified and all data is securely warehoused via AWS. 

Optional fraud protection via Protectmaxx

For merchants in need of world-class fraud protection, we’re able to offer a 100% chargeback guarantee by integrating Paymaxx with our Protectmaxx API. 

Who is Paymaxx for?

For many businesses, especially those that are considered high-risk or sell high-risk digital products and services, it can be quite challenging to get agreements with payment schemes. Often times, they also have to deal with very low approval rates on their payment requests. Paymaxx has been developed with these businesses in mind. 

With Paymaxx, customer onboarding is a breeze, as there is no need for resellers or merchants to negotiate contracts with payment methods. We take away all the hassle involved. 

Paymaxx features and benefits

As a Paymaxx reseller, you’ll be able to offer your customers, easy, user-friendly online payment experiences that convert. These are a few of the benefits to your customers:

  • 200+ online payment methods available
  • Support for single or recurring payments
  • End-to-end payment processing
  • Various integration methods: API, webshop and plugin (e.g. WooCommerce)
  • Smart routing (higher conversion by enabling multiple transaction routes)
  • Business intelligence tools for invaluable insights
  • Optional 1st level end-user support via telephone, email, chat or self-service
  • A user experience that improves loyalty & reduces churn
  • 100% payment fraud risk takeover (via Protectmaxx API)
  • Chargeback recovery (via Protectmaxx API)

Trusted by leaders

Our solution is trusted by the world’s leading brands. T-Mobile, Medion, Mi-Pay and Kaufland are successfully using Paymaxx in select markets.

More information on Paymaxx?

For more information on Paymaxx, feel free to contact Catalin Draghici. As the Paymaxx Product Owner at Alphacomm, Catalin is looking forward to helping you with any questions you might have regarding our payment platform.

How to improve dunning efficiency and get better results

How to improve dunning efficiency and get better results

Dunning often gets a bad rap. But, what if there was a way to change the perception of dunning? What if the dunning process could become a company’s next USP?

Unexpected phone calls that ruin a perfect day. Arbitrary deadlines that don’t seem to make sense. To the average customer, missing a payment or being reminded about it are not generally regarded as positive experiences. 

However, all companies need to secure their revenues. Getting paid, aside from a profit motive, is also about survival. When late payments and non-payments spiral out of control, the effect can be very detrimental to the balance sheet.

Make dunning a positive experience

How can your clients get more out of their dunning process, while maintaining a great customer experience? There’s often a lack of clarity regarding the best way to approach this problem and get results. In essence, what companies need to do is take a good look and evaluate their communication process. Is the message being received by the recipient? Is it being understood? Does it lead to the desired action? 

To that end, we’ve developed a framework with an easy-to-remember acronym: UDAP. 

Let’s break it down in just four steps:

Step 1: Understand

First, companies need to know their customer’s preferences when it comes to communication channels. E.g. don’t send letters to customers who prefer emails.

Step 2: Diversify

Secondly, companies need to diversify their approach. Multiple communication channels work better than one. The customer journey, whether it’s for purchasing new products or paying old bills, will benefit from the inclusion of multiple touchpoints.

Step 3: Adjust

Thirdly, companies need to meet their customers halfway. In practice, this means delving into their customers’ demographics and behaviour in order to increase the effectiveness of dunning efforts. For example, if a customer segment has trouble reading, the company can supplement its emails, for example,  with audio and video.

Step 4: Provide

Lastly, companies need to provide options rather than ultimatums. Assuming that a company’s customers like the service it provides and actually want to pay to keep making use of it, the question then becomes: how do you make sure the customer always feels empowered to resolve the outstanding debt?

For starters, companies need to make sure they offer all the payment methods customers use and expect, including local and regional payment methods. Moreover, customers need to be provided with flexible self-service options, all within a few clicks. One such option is allowing them to select a future due date on which to pay. Another, is offering the option of starting a custom payment plan, so customers can pay a certain amount per month until the debt is paid in full.

Moreover, companies can either incorporate a self-service strategy within traditional communication methods or opt for more high-end solutions. For example, at Alphacomm, we created an interactive video reminders platform that informs customers regarding late payment and involves them in the resolution. How? By allowing customers to make their own decisions, at their own pace in a non-threatening digital environment.

Bonus tip: Set the right tone

When it comes to getting late invoices paid, establishing personal contact can prove quite tricky. First off, customers value being in control of the solution to their financial woes. Moreover, there is often also a deep sense of shame associated with debt. A shame that is only exacerbated by having to discuss it in detail with a total stranger. Paying outstanding bills should be as simple as making an online purchase. Customers should be able to do this easily and without the ‘help’ of a bill collector. 

Therefore, it is crucial that managers take a good look at their dunning process and assess how they are addressing their customers. This means taking a look at the tone of voice used in company communications and asking if that is how they would like to be spoken to.

Moreover, how helpful are these messages? To what extent are companies pre-filling or providing information that customers would otherwise need to go search for themselves? 

Win-win situation

By using a personalized and positive approach throughout the dunning process, a ‘sense’  of personal contact is established long before the actual deed. Though customers may not want to get on the phone, merely knowing that it would be a non-threatening experience if they did, goes a long way in terms of establishing a healthy relationship.

Also, the upshot of empowering customers to help themselves is that employees have more time to handle the cases that require personal attention. 

In the end, it is important that customers feel a company is on the same page as they are. By applying these steps, your clients will:

  • help their customers take care of their finances without feeling overwhelmed or pressured, 
  • boost customer loyalty by adopting a customer-friendly stance
  • cut the overall costs of dunning, by reducing the need for intervention by live customer service representatives. 

Sounds like a win-win right?

Get in touch

If you’d like to spar about how to improve the dunning process within organizations, reach out to us anytime. 

Explained: 3D Secure 2 (3DS2)

The more you sell online, the more opportunities there are for fraudsters. Luckily, there are measures you can take to protect your customers and secure your revenue. One of these measures is 3DS2. Unfortunately, 3DS2 isn’t a one-stop-shop solution. While offering fraud protection, it also diminishes customer experience and curbs revenues.

3DS

First introduced in 2001 by EMV, 3D Secure, known by its acronym 3DS quickly became the standard anti-fraud measure in the industry. So how does 3DS work? Whenever customers initiate a purchase on the web, they are redirected to a secure page on their card provider’s website. Here, they are prompted to either enter a password or an authentication code that is sent to their mobile phone. Once the information is verified, the payment is approved and customers are redirected to the merchant’s website.

By adding a security layer to online transactions, 3D Secure made it a lot harder for fraudsters to steal, it lowered transaction costs, increased trust among online customers shifted liability away from merchants. And yet, it also had various drawbacks that only became worse in time.

For the average consumer, being redirected to a separate website and asked for a code turned out to be less straightforward than expected. This leads to abandoned carts and lost revenue. Moreover, when it was introduced in 2001, mobile commerce was non-existent.

3DS2

The follow-up to the original 3D Secure brings much-needed improvements to security and user-friendliness. To grasp these changes, we need to understand what 3DS2 is meant to accomplish. The new standard, 3DS2, has been developed in line with the regulations outlined in the European Union’s Revised Payment Services Directive (PSD2).

PSD2 outlines the rules and regulations by which all players within the European payments industry must abide by in order to protect consumers, secure payments and foster healthy competition within the market.

One of the practical results of the Revised Payment Services Directive is the development of Secure Customer Authentication (SCA) as a European regulatory requirement. For transactions to comply with SCA, customers are required to identify themselves using multi-factor authentication. In other words, they must present two out of three of the following identifiers: Knowledge (Something they know, e.g. password/PIN), Possession (Something they own, e.g. mobile phone, token), Inherence (Something they are, e.g. biometrics, voice/facial recognition).

In other words:

3DS2, the new version of 3D Secure, is meant to be SCA compliant. Being SCA compliant has many benefits that go beyond fraud prevention. With 3DS2, issuing banks are provided with over 100 data points that help them identify users and authenticate payments.

 

Where 3DS2 falls short: adoption, compatibility & user experience

Even though 3DS2 provides many benefits, it’s not without problems. There are many credit cards, issued both within and outside the EU, that either do not have 3DS codes enabled or lack SCA compliance on mobile devices.

In many situations, 3DS2 is also an unnecessary burden on the consumer. Every consumer is required to undergo the exact same extra security checks, while every consumer and every purchase can be different.

Therefore, by protecting your revenue with these anti-fraud measures, you are also turning away potential customers in the worst way: by disappointing them at checkout.

As a merchant, you need to keep in mind that though the fraud(risk) is reduced, you’re also lowering conversion rates and limiting your overall revenue. In many cases, the loss of potential revenue is higher than the total cost of fraud and chargebacks combined.

 

Recommended reading
This article is an excerpt.
For a thorough review of 3DS2 and information on how to avoid the problems caused by 3DS2, check out the following resource:
https://www.mi-pay.com/en/blog/eliminate-payment-fraud-using-the-right-anti-fraud-tools-for-you/

Explained: Strong Customer Authentication (SCA)

Strong Customer Authentication is part of the revised Payment Services Directive (PSD2) that came into force in 2018. PSD2 outlines that payments are to be made more secure and that platforms need to be open for integration with third parties. SCA specifically, refers to the way in which payments are made more secure. 

By the end of 2020, online shoppers will be required to verify their identity by sharing two out of three of the following elements:

  • Something they know (password, pin, secret fact)
  • Something they own (phone, wearable, hardware token)
  • Something they are (fingerprint ID, facial ID, voice ID, retina scan)

SCA adds friction 

So what does SCA mean for business? SCA makes payments secure and gives businesses a leg up in the battle to eradicate fraud. However, SCA also adds friction to the shopping experience. For some users, learning new tricks like using biometrics at checkout can prove challenging.

SCA is not always necessary

Luckily, there are various exceptions to the rule. The following are the most common:

  • Transactions (partly) outside the EEA
  • Low transaction value
  • Low transaction risk
  • Trusted beneficiaries

The following transactions are excluded from SCA as they fall outside the scope of the regulation:

  • MOTO: Transactions completed over the telephone or via mail order.
  • MIT: Merchant initiated transactions (MIT) like recurring payments or subscriptions.

Frictionless flow and chargeback liability shift

PSD2 also includes provisions that allow merchants to minimize the blow of SCA to the consumer experience. One such provision is ‘frictionless flow.’ Frictionless flow allows SCA measures to be bypassed. In other words, eligible merchants will be able to offer their consumers a checkout experience without any added friction. Frictionless flow can only be applied to transactions that meet certain criteria; e.g. the size of the purchase in relation to the fraud rate of the merchant (acquirer).

 

For a more thorough explanation of SCA, check out the following resource:

https://www.jpmorgan.com/jpmpdf/1320747214117.pdf

Explained: Revised Payment Services Directive (PSD2)

The European Union’s Revised Payments Services Directive (PSD2) has many purposes. PSD2 aims to improve the European payments industry by promoting healthy competition and increasing the participation of non-banks. The directive provides protections by facilitating the harmonization of rights and obligations of consumers and payment providers across the European Union. It also aims to empower consumers, by giving them more control over their data, and improve security for online payments.

A practical example

As of the launch of PSD2, banks are now required to provide third parties with access consumer’s banking data once the consumer has given explicit approval. Because of PSD2, fintech developers are able to create apps that directly interface with the consumer’s banking data and pull information from various bank accounts.

In other words, somebody with bank accounts at three different banks can now download a third-party app, provide the necessary permissions and thus gain never-before-seen insights into his or her financial situation through a unified dashboard.

Consumers can now also authorize payments via these third parties. PSD2 allows registered service providers to act as acquirers and deal directly with the banks on behalf of the consumer, completing transactions without the need for an intermediary.

Fintech companies are increasingly handling more banking duties on behalf of consumers. PSD2 makes sure that these third parties play by the rules and that consumers have the final say on how their banking data is managed.

Learn more about PSD2 at the following resource:
Payment services (PSD 2) – Directive (EU) 2015/2366

 

Other articles in this series:

  • Explained: SCA
  • Explained: 3DS2