Online Payment Systems in Turkish E-Commerce: Merchant Experiences - 2013-10-03-EN
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You can find online payment systems used in Turkish e-commerce considering merchant experiences.
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Online Payment Systems in Turkish E-Commerce: Merchant Experiences - 2013-10-03-EN
- 1. Online Payment Systems in Turkish E-Commerce: Merchant Experiences 03.10.2013 Boğaziçi University E-Commerce Lecture 22.08.2013 Yemek Sepeti Payment Systems Seminar 01.06.2013 IBS E-Commerce Micro MBA 23.03.2013 IBS E-Commerce Micro MBA 13.02.2013 Limango Payment Systems Seminar 12.12.2012 Webrazzi Payment Systems’12 Conference 26.05.2012 Bilgi University E-Commerce Academy Seminar 1
- 2. @hakanerdogan! 2 1981: Born in Denizli 2005: Graduated from Izmir Institute of Technology, Computer Engineering 2005: Sun Certified Java Programmer 1.4 2005: Consultancy, Java & JEE Software Development 2007: GittiGidiyor / eBay, SOA Infrastructure, Payment Systems 2008-2012: GittiGidiyor / eBay, Software Development Manager 07.2012 + Otto-Group Turkey – IT Director
- 3. 3 Payment Systems Experience, Since 2007! Credit / Debit Cards : - EST / Asseco - Garanti Bank GVP - YKB Posnet EFT / Wire Transfer: - Integration of Internet Banking
- 4. Introduction Overview of Payment Systems in Turkey One Step Back Before Start: Shopping Steps Card Payment Systems: Statistics Shopping Steps: Card Payment (Checkout) Page Distribution of Payment Errors and Error Messages to Display Payment and Refund Tests Proactive Monitoring: Payment and Refund New Feature Development ve 4 Check Points Fraud, Chargeback and Security No Response Payments 3D Secure Alternative Payment Systems Questions ? 4 Agenda!
- 5. Breakdown of Payment Systems in Turkey! 5 Breakdown of Payment Systems in Turkey: Alternative Payment Systems and Their Details [Analysis]: http://www.odemesistemleri.org/turkiyedeki-odeme-sistemlerinin-kirilimi-alternatif-odeme-sistemleri-ve-detaylari- analiz/
- 6. Breakdown of Payment Systems in Turkey! 6
- 7. The Internet Card Payment Transactions! 7 BKM – The Internet Card Payment Transactions: http://www.bkm.com.tr/istatistik/sanal_pos_ile_yapilan_eticaret_islemleri.asp
- 8. 8 One Step Back Before Start: Shopping Steps! ! Basket – Product Selection Shipment / Invoice Address, Voucher Selection Payment Type Selection & Checkout
- 9. 9 One Step Back Before Start: Shopping Steps! Shopping Card and Payment Steps Design [1/6] : http://www.odemesistemleri.org/alisveris-sepeti-ve-odeme-adimlari-tasarimi-16/
- 10. 10 One Step Back Before Start: Shopping Steps! Basket – Product Selection Shipment / Invoice Address, Voucher Selection Payment Type Selection & Checkout SUCCESS, CONVERSION SHOPPING CART ABANDONMENT %65+ * GOAL: To Increase Conversion • Minimum page transition • Minimum click • Minimum distracting elements • Maximum information • “Above the fold” concept * http://www.ritholtz.com/blog/2012/05/shopping-cart-abandonment/ * http://baymard.com/lists/cart-abandonment-rate
- 11. • 56.53 million credit cards * • 96.64 million debit cards * • 2.27 million POS * • 30.67 billion TL card payment transactions by the end of 2012 • 80-90 % of payments are done by credit / debit cards 11 Card Payment Systems: Statistics! * http://www.bkm.com.tr/istatistik/pos_atm_kart_sayisi.asp By end of August 2013
- 12. 12 Shopping Steps: Card Payment Page! Card Payment (Checkout) Page [2/6] : http://www.odemesistemleri.org/kartli-odeme-sayfasi-26/ GOAL: To Increase Conversion • Minimum page transition • Minimum click • Minimum distracting elements • Maximum information • “Above the fold” concept
- 13. 13 Shopping Steps: Card Payment Page! Syntactic and Semantic Validations • Length validation • Numeric input validation • 3DS supported card validation • Debit kart installment validation • BIN validation and not existing Virtual POS – installment validation • … e.g.: Card Number • 15 or 16 digits, • CVV/CVC 3 or 4 digits, numeric • Luhn Algorithm check Syntactic and Semantic Validations [3/6] : http://www.odemesistemleri.org/syntactic-ve-semantic-validasyonlar-36/
- 14. 20 – 25 % of payment requests are failed Roughly 1/3 of those failed payment requests are caused by “insufficient funds – not enough limit” (33 – 38 %) Other Payment Errors: • General declined (15 – 18 %) • Invalid expire year or month (10 – 12 %) • Invalid CVV / CVC (2 – 3 %) • 3DS not supported by card / bank • Card does not support installment • Can not proceed, card is not allowed to internet payments • Technical problems, … 14 Distribution of Payment Errors!
- 15. Your card number is not valid, … Your expire year and month is not valid, … Your CVV / CVC2 is not valid, … Your card does not support installment … You can not make installment payments with debit cards, … Your card limit is below the payment amount, … 15 Error Messages to Display!
- 16. Your bank does not proceed the payment request, … Your card/bank does not support 3DS payments, … Order ID is already used before, … The items you are getting to buy are out of stock, … Payment transaction is failed, … … 16 Error Messages to Display! Classification of Payment Errors and Error Messages to Display [4/6] : http://www.odemesistemleri.org/odeme-hatalarinin-tasnifi-ve-onyuze-cikarilmasi-gereken-mesajlar-46/
- 17. 17 Payment and Refund Tests! Refund Tests • 100 TL’lik siparişin tamamının iadesi ve iptali • 20 TL’lik siparişin tamamının kısmi iadesi • 20 TL’lik siparişin 5 TL’sinin kısmi iadesi • 20 TL’lik siparişin ikinci kez 10 TL’sinin kısmi iadesi • 100 TL’lik siparişin iadesinin iptali J • … Total 100 TL 20 TL 30 TL 50 TL 32 x Virtual POS x … ~ 100+ payment tests
- 18. Payment systems do not have a tolerance for a mistake You have to go live with 0 bug It’s better not to accept payment than accepting payment with bug that you haven’t realize (it may be too late when you realize the bug) If there is a 2 minute outage, the alarm bells start to ring Payment systems for the health of the heart and blood vessels Maximum adrenaline J 18 Payment and Refund Tests! Payment and Refund Tests [5/6] : http://www.odemesistemleri.org/odeme-ve-iade-testleri/
- 19. Now is Wednesday 02:20 pm. Considering last week Wednesday between 00:00 – 02:20 pm and last 4 week average: • How many payment transactions requested ? • What about the amout of those transactions ? • What about the breakdown of those transactions based on Virtual POS’ses and card families? • What about the success and failure rates ? • What about the distribution of payment errors ? • What about the standart deviation of those transactions ? • … 19 Proactive Monitoring: Payment and Refund! Proactive Monitoring [6/6] : http://www.odemesistemleri.org/proactive-monitoring/
- 20. Daytime • Based on Virtual POS’ses o The count of payment transactions in last 2 minutes > 0 ? o The count of payment transactions in last 3 minutes > (last 4 week average) x 0.85 ? o The amount of payment transactions in last 5 minutes > (last 4 week average) x 0.85 ? o The count of payment errors in last 10 minutes > (last 4 week average) x 0.85 ? At Night • Based on Virtual POS’ses o … 20 Proactive Monitoring: Payment and Refund!
- 21. Problems should be identified immediately with proactive monitoring It should be a learning system If a Virtual POS is down, than it should be disabled and those bank cards payment requests should be redirected to default Virtual POS automatically Users should be informed • ‘Currently it is not possible to process an installment payment with Y bank cards, you may pay without installment’ 21 Proactive Monitoring: Payment and Refund!
- 22. 22 Proactive Monitoring: Payment and Refund! Currently it is not possible to process an installment payment with Akbank cards, you may pay without installment
- 23. ü Shopping Steps ü Card Payment Page (minimalist approach, the maximum information) ü Syntactic and Semantic Validations ü Distiribution of Payment Errors ü Payment Errors to Display ü Payment and Refund Tests ü Proactive Monitoring 23 Status Quo!
- 24. 4- Is there a payment problem ? 24 New Feature Development ve 4 Check Points! 1- Is there a Fraud risk ? 2- Is there a refund problem? 3- Is there an accounting problem?
- 25. Fraud detection, fraud prevention and monitoring mechanisms • User’s history and profile • Item’s price • Online item / offline item • Payment location, IP address and cookie information • Other cards used by the user • Cardholder name surname vs user membership name surname • Shipment address vs membership address information • Payment errors encountered by user • Payment fail / success statistics of user • … 25 Fraud and Chargeback! Fraud Capturing, Calculations and Prevention Methods: http://www.odemesistemleri.org/fraud-sahtecilik-yakalama-hesaplama-ve-onleme-yollari/
- 26. Fraud detection, fraud prevention and monitoring mechanisms • Rule sets • Learning systems • Data mining considering previous data • Potential risk algorithms Chargeback Flow • Chargeback request • The appeals process • Returning/rejecting the chargeback request 26 Fraud and Chargeback!
- 27. Personal Security • Using known and safe shopping sites • Considering key-logger in public internet • Using 3D Secure • Using virtual cards • … Corporate Security • Not storing card information • PCI – DSS • Audit • Penetration tests • … 27 Security!
- 29. Models: • 3D-PAY • 3D-PAY OOS (3D-PAY HOSTING) • 3D Verification: • Half 3D Secure • Full 3D Secure 29 3D Secure! 3D Secure with Relevant Q & A: http://www.odemesistemleri.org/3d-secure-ile-ilgili-tum-merak-ettikleriniz/
- 31. • Breakdown of Payment Systems in Turkey: Alternative Payment Systems and Their Details [Analysis]: http://www.odemesistemleri.org/turkiyedeki-odeme-sistemlerinin-kirilimi-alternatif-odeme-sistemleri-ve-detaylari-analiz/ • 3D Secure with Relevant Q & A: http://www.odemesistemleri.org/3d-secure-ile-ilgili-tum-merak-ettikleriniz/ • What is BKM Express, Features and What Are the Pros, Why It is Preferred: http://www.odemesistemleri.org/bkm-express-nedir-ozellikleri-ve-artilari-nelerdir-neden-tercih-edilmelidir/ • Alternative Mobile Payment System with a QR Code, PARAKOD [Interview]: http://www.odemesistemleri.org/qr-kod-ile-calisan-alternatif-mobil-odeme-sistemi-parakod/ • PayU - Virtual POS, Fraud Monitoring and Prevention Services [Interview]: http://www.odemesistemleri.org/payu-sanal-pos-ve-fraud-filtreleri-hizmeti-roportaj/ • PayPal and Turkey Payment Systems Market [Interview]: http://www.odemesistemleri.org/paypal-ve-turkiye-odeme-sistemleri-pazari-roportaj/ • Mobile Shopping and Payment Platform Mobilexpress [Interview]: http://www.odemesistemleri.org/mobil-alisveris-ve-odeme-platformu-mobilexpress-roportaj/ 31 Articles may be of Interest!
- 32. • İninal Prepaid Card User Experience: http://www.odemesistemleri.org/on-odemeli-ininal-kart-kullanici-deneyimi/ • Fraud Capturing, Calculations and Prevention Methods: http://www.odemesistemleri.org/fraud-sahtecilik-yakalama-hesaplama-ve-onleme-yollari/ • Shopping Cart and Card Payment Systems Experience - Article Series: http://www.odemesistemleri.org/alisveris-sepeti-ve-kartli-odeme-sistemi-tecrubeleri-yazi-dizisi/ • Shopping Card and Payment Steps Design [1/6]: http://www.odemesistemleri.org/alisveris-sepeti-ve-odeme-adimlari-tasarimi-16/ • Card Payment (Checkout) Page [2/6]: http://www.odemesistemleri.org/kartli-odeme-sayfasi-26/ • Syntactic and Semantic Validations [3/6]: http://www.odemesistemleri.org/syntactic-ve-semantic-validasyonlar-36/ • Classification of Payment Errors and Error Messages to Display [4/6]: http://www.odemesistemleri.org/odeme-hatalarinin-tasnifi-ve-onyuze-cikarilmasi-gereken-mesajlar-46/ 32 Articles may be of Interest!
- 33. • Payment and Refund Tests [5/6]: http://www.odemesistemleri.org/odeme-ve-iade-testleri/ • Proactive Monitoring [6/6]: http://www.odemesistemleri.org/proactive-monitoring/ • Everything About Credit Card Payments and Cash Price with Installment: http://www.odemesistemleri.org/kredi-karti-ile-odeme-ve-pesin-fiyatina-taksit-hakkinda-bilmedikleriniz/ • Setting up a Payment Systems Infrastructure: Credit Card Channel: http://www.odemesistemleri.org/odeme-sistemi-altyapisi-kurmak-kredi-karti-kanali/ • Setting up a Payment Systems Infrastructure: EFT / Wire Transfer Channel: http://www.odemesistemleri.org/odeme-sistemi-altyapisi-kurmak-efthavale-kanali/ 33 Articles may be of Interest!