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MRC 2017 Global Payments
SurveyPresented by Úna Dillon, Managing Director MRC Europe
At the Adigital Conference 30th March 2017, Madrid
Introducing the MRC
• The Merchant Risk Council (MRC) is the principal not for profit
global forum for ecommerce fraud and payment professionals
• Our Vision:- Making commerce safe and profitable everywhere
• The MRC provides proprietary education and training as well as
a forum for relevant discussions
MRC 2017 Global Payments Survey
MRC 2017 Global Payments Survey
Our Members
• Multi-channel and e-commerce merchants
– Merchants representing 95% of the top 20 ecommerce companies in the world.
– Over 82% of the top 50
– 60% of the top 100
• Card Schemes (Discover, Visa, MasterCard, AMEX)
• The top 20 payment processors
• The top 5 alternative payment processors
• Top 20 Risk Management Providers
• Payment Card Issuers
• Law Enforcement Agencies
A Sample of our Membership
2017 Global Fraud Survey
Sponsored by CyberSource
7%
6%
27%61%
2%
Sample Demographics
<$5M
$5M –
$25M
31%
6%
51%
7%
6%
Other
ServicesTravel
Services
Physical
Goods
Digital
Goods
Subscription
Services
Type of goods and services sold Annual online revenue
MRC Merchants MRC Merchants
$100M+ $25M–$100M
<$5M
$5M–$25M
MRC Merchants Expanding Global Presence
North
America
5%
6%
25%
10%
15%
12%
8%
31%
34%
45%
42%
82%
Japan
China
Australia
Brazil
Mexico
Italy
Spain
France
Germany
United…
Canada
United States
Mentioned as Top 5 eCommerce Markets
Europe
South / Central
America
Asia Pacific
eCommerce Fraud Loss Varies by Country
n=23 n=26 n=19 n=14
n=12 n=16
0,5% 0,5%
0,6% 0,6%
1,0%
1,3%
1,5%
1,9%
United States Canada Germany United Kingdom France Australia Brazil Mexico
eCommerce fraud loss rate is defined as fraud-coded chargebacks plus credits issued in response to fraud complaints.
eCommerce Fraud Loss Rate – by Country
Order Reject Rate by Country
n=23 n=26 n=19 n=14
n=12 n=162,7% 2,7% 2,8% 2,4%
3,9%
2,9%
4,6%
14,3%
United States Canada Germany United Kingdom France Australia Brazil Mexico
Order rejection is defined as transaction the merchant decides to reject (automatically or manually) due to suspicion of fraud.
Order Reject Rate – by Country
MRC Merchants Attain Lower Fraud Losses
eCommerce fraud loss rate is defined as fraud-coded chargebacks plus credits issued in response to fraud complaints.
0.6%
1.1%
0.5%
0.7%
MRC Non-MRC
2014 2016 2014 2016
eCommerce Fraud Loss Rate
North America
Manual Review Rate is comparable
Manual screening is defined as those orders that are not processed or delivered automatically and go through a
manual / back office analysis to determine if they should be accepted or rejected.
12%
15%
8% 8%
MRC Non-MRC
Manual Review Rate
2014 2016 2014 2016
MRC Merchants Focus on Core KPIs
9%
13%
5%
9%
14%
14%
18%
20%
33%
36%
55%
58%
6%
7%
10%
8%
15%
31%
14%
24%
30%
46%
77%
Order authentication rate
Friendly fraud rate
Manual review rate – transaction…
Rate of refunds issued
False positive
Manual review rate – transaction count
Chargeback rate on maunual review
Order rejection rate
Fraud rate – by order volume
Confirmed fraud rate
Fraud rate – by value
Chargeback rate
MRC Non-MRC
Percent of Merchants Selecting
as One of Their Top 3 Fraud KPIs
Fraud Function Organisation Accountability
32%
28%
9%
12%
19%
41%
25%
7%
15%
7%
Finance Operations IT / Technology Customer Service Dedicated Team
MRC Non-MRC
Department Responsible for Fraud Management
Major Fraud Management Challenges
10%
14%
18%
22%
22%
27%
32%
41%
46%
Keeping up to date on government regulations or
rule changes by payment systems / card networks
International expansion
Lack of internal expertise
Updating fraud risk models (e.g., score)
Tracking false positives
Tracking friendly fraud
Identifying / responding to emerging fraud attacks
Gaps in fraud tool functionalities
Lack of sufficient internal resources
Merchant Improvement Priorities
Total n = 403
51%
45%
34%
31%
16%
10%
7%
Improving
automated
detection accuracy
Improving fraud
analytics
Streamling manual
review
tasks and workflow
Improving
chargeback
dispute process
Don’t know Create mobile-
specific
fraud rules
Better managing
omni-channel fraud
Priorities for improvement
Other Priorities
• Reducing fraud prevention total cost
• Improved fraud vendors
• Detecting friendly fraud
• Increase awareness on fraud
• Focus on obtaining true SME talent
• Reducing false rejects
MRC Merchants Are Winning Against Fraud
Key takeaways
• MRC members reported 29% lower revenue loss due to fraud
• Lower order reject rate implies better order conversion
0.5%
0.7%
MRC Non-MRC
Fraud Loss Rate
2.6%
3.1%
MRC Non-MRC
Order Reject Rate
THANK YOU
Phone
+353 (0)87 204 7579
MRC Fraud & Payments EU Ltd.
Suite 403,
1/3 Burton Hall Park,
Burton Hall Road,
Sandyford,
Dublin 18, Ireland
email
una@merchantriskcouncil.org
Contact the MRC

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MRC 2017 Global Payments Survey

  • 1. MRC 2017 Global Payments SurveyPresented by Úna Dillon, Managing Director MRC Europe At the Adigital Conference 30th March 2017, Madrid
  • 2. Introducing the MRC • The Merchant Risk Council (MRC) is the principal not for profit global forum for ecommerce fraud and payment professionals • Our Vision:- Making commerce safe and profitable everywhere • The MRC provides proprietary education and training as well as a forum for relevant discussions
  • 5. Our Members • Multi-channel and e-commerce merchants – Merchants representing 95% of the top 20 ecommerce companies in the world. – Over 82% of the top 50 – 60% of the top 100 • Card Schemes (Discover, Visa, MasterCard, AMEX) • The top 20 payment processors • The top 5 alternative payment processors • Top 20 Risk Management Providers • Payment Card Issuers • Law Enforcement Agencies
  • 6. A Sample of our Membership
  • 7. 2017 Global Fraud Survey Sponsored by CyberSource
  • 8. 7% 6% 27%61% 2% Sample Demographics <$5M $5M – $25M 31% 6% 51% 7% 6% Other ServicesTravel Services Physical Goods Digital Goods Subscription Services Type of goods and services sold Annual online revenue MRC Merchants MRC Merchants $100M+ $25M–$100M <$5M $5M–$25M
  • 9. MRC Merchants Expanding Global Presence North America 5% 6% 25% 10% 15% 12% 8% 31% 34% 45% 42% 82% Japan China Australia Brazil Mexico Italy Spain France Germany United… Canada United States Mentioned as Top 5 eCommerce Markets Europe South / Central America Asia Pacific
  • 10. eCommerce Fraud Loss Varies by Country n=23 n=26 n=19 n=14 n=12 n=16 0,5% 0,5% 0,6% 0,6% 1,0% 1,3% 1,5% 1,9% United States Canada Germany United Kingdom France Australia Brazil Mexico eCommerce fraud loss rate is defined as fraud-coded chargebacks plus credits issued in response to fraud complaints. eCommerce Fraud Loss Rate – by Country
  • 11. Order Reject Rate by Country n=23 n=26 n=19 n=14 n=12 n=162,7% 2,7% 2,8% 2,4% 3,9% 2,9% 4,6% 14,3% United States Canada Germany United Kingdom France Australia Brazil Mexico Order rejection is defined as transaction the merchant decides to reject (automatically or manually) due to suspicion of fraud. Order Reject Rate – by Country
  • 12. MRC Merchants Attain Lower Fraud Losses eCommerce fraud loss rate is defined as fraud-coded chargebacks plus credits issued in response to fraud complaints. 0.6% 1.1% 0.5% 0.7% MRC Non-MRC 2014 2016 2014 2016 eCommerce Fraud Loss Rate North America
  • 13. Manual Review Rate is comparable Manual screening is defined as those orders that are not processed or delivered automatically and go through a manual / back office analysis to determine if they should be accepted or rejected. 12% 15% 8% 8% MRC Non-MRC Manual Review Rate 2014 2016 2014 2016
  • 14. MRC Merchants Focus on Core KPIs 9% 13% 5% 9% 14% 14% 18% 20% 33% 36% 55% 58% 6% 7% 10% 8% 15% 31% 14% 24% 30% 46% 77% Order authentication rate Friendly fraud rate Manual review rate – transaction… Rate of refunds issued False positive Manual review rate – transaction count Chargeback rate on maunual review Order rejection rate Fraud rate – by order volume Confirmed fraud rate Fraud rate – by value Chargeback rate MRC Non-MRC Percent of Merchants Selecting as One of Their Top 3 Fraud KPIs
  • 15. Fraud Function Organisation Accountability 32% 28% 9% 12% 19% 41% 25% 7% 15% 7% Finance Operations IT / Technology Customer Service Dedicated Team MRC Non-MRC Department Responsible for Fraud Management
  • 16. Major Fraud Management Challenges 10% 14% 18% 22% 22% 27% 32% 41% 46% Keeping up to date on government regulations or rule changes by payment systems / card networks International expansion Lack of internal expertise Updating fraud risk models (e.g., score) Tracking false positives Tracking friendly fraud Identifying / responding to emerging fraud attacks Gaps in fraud tool functionalities Lack of sufficient internal resources
  • 17. Merchant Improvement Priorities Total n = 403 51% 45% 34% 31% 16% 10% 7% Improving automated detection accuracy Improving fraud analytics Streamling manual review tasks and workflow Improving chargeback dispute process Don’t know Create mobile- specific fraud rules Better managing omni-channel fraud Priorities for improvement Other Priorities • Reducing fraud prevention total cost • Improved fraud vendors • Detecting friendly fraud • Increase awareness on fraud • Focus on obtaining true SME talent • Reducing false rejects
  • 18. MRC Merchants Are Winning Against Fraud Key takeaways • MRC members reported 29% lower revenue loss due to fraud • Lower order reject rate implies better order conversion 0.5% 0.7% MRC Non-MRC Fraud Loss Rate 2.6% 3.1% MRC Non-MRC Order Reject Rate
  • 20. Phone +353 (0)87 204 7579 MRC Fraud & Payments EU Ltd. Suite 403, 1/3 Burton Hall Park, Burton Hall Road, Sandyford, Dublin 18, Ireland email una@merchantriskcouncil.org Contact the MRC