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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
  3. 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
  4. A Sample of our Membership
  5. 2017 Global Fraud Survey Sponsored by CyberSource
  6. 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
  7. 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
  8. 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
  9. 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
  10. 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
  11. 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
  12. 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
  13. 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
  14. 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
  15. 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
  16. 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
  17. THANK YOU
  18. 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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