Finance and Accounting outsourcing e-commerce solutions. Financial Solutions

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1 Finance and Accounting outsourcing e-commerce solutions Financial Solutions

2 Supporting the future of e-commerce: success strategies for the trading world of tomorrow SOLUTIONS FOR YOUR INDUSTRY arvato helps organizations achieve rapid scalability, through leveraging cutting edge technology and delivery networks. Our clients benefit from increased innovations, through access to best-in-class technology that support the business processes, new resources and industry knowledge that can transform processes. Partnering with arvato offers easy access to scale and infrastructure, as well as local knowledge, which enable our clients to create an attractive, locally relevant user experience. Enabling growth and expansion ENTREPRENEURIAL APPROACH A FOCUS ON FLEXIBILITY AND RAPID SCALABILITY PROVEN ABILITY TO ENABLE GROWTH ARVATO FINANCIAL SOLUTIONS.

3 enabling growth in e-commerce The e-commerce industry has changed the game when it comes to growth. As more and more consumers are moving online they are now gaining access to levels of convenience and transparency far beyond what traditional retail set-ups can offer. This exponential growth holds huge opportunities for e-commerce organizations. Existing merchants can begin to expand their offerings, driving revenue growth and attracting new customers by offering new payment methods, while traditional retailers can benefit from digital transformation and ominchannel solutions. Additionally, manufacturers now have the opportunity to carry out B2C sales directly, via their own online portals or by utilizing resellers. Scalability, ease of set-up, and access to international customers are just a few of the opportunities afforded to e-commerce organizations in the current industry climate. However there are also challenges; new markets bring specific legal and compliance requirements and as consumers become more demanding, convenient payments options are becoming more critical. Preventing fraud and minimising bad debt can also be a challenge on an international level. Additionally, growing expectations around mobile payments, seamless consumer experiences and new omni channel solutions have brought challenges to e-commerce organizations looking to expand and grow their businesses.

4 Outsourcing to enable growth Due to the dynamic nature of the e-commerce vertical many businesses are choosing to focus on their core business while partnering with arvato to support growth. A smart outsourcing approach can support e-commerce organizations in getting the best out of a business expansion. Partnering with arvato offers easy access to scale and infrastructure, as well as local knowledge, which can enable organizations to create an attractive, locally relevant user experience. Due to our strategic vertical focus on e-commerce arvato is able to provide future-proof, vertical specific Finance and Accounting solutions as well as access to analytics tools that can help organizations effectively use their data to increase conversion rates and customer loyalty. As a flexible outsourcing provider, arvato can enable growth at all stages of an organizations life, from easily enabled plug-and-play solutions, to full end to end finance solutions, up to integrated solutions covering services such as customer service and supply chain. convenience is key It is estimated that half of all e-shopping baskets are abandoned at checkout stage; this can be attributed to a variety of factors, among them customers being put off by a lack of payment method options. In all e-commerce businesses there is a basic need to support classic payment methods such as, credit card, direct debit, local debit cards, etc. these can be easily integrated by using standard providers. However increasingly, new methods of payment such as payment after delivery and instalment solutions are becoming more important, significantly affecting conversion rates. The challenge here comes in balancing risk vs. reward, as these payments types carry additional risk and can impact the financial status of an organization due to higher amounts outstanding. arvato offers organizations both the scale and risk management capabilities to easily offer multiple international and regional specific payment methods while mitigating against payment defaults and bad debt.

5 growth without borders When seeking to expand internationally, organizations need to create a standardisation of systems and processes in order to enable quick, agile growth while delivering locally relevant services that markets know and expect. arvato s international footprint and local presence in your target markets helps overcome challenges to internationalization. Additionally, arvato solutions such as centralised back office functions allow organizations to operate without geographical limitations global shared service centres are one way outsourcers can enable economies of scale across global operations, for example, introducing follow the sun approaches to relieve pressure in certain markets. business transformation Today s business environment, particularly in the dynamic e-commerce industry, is constantly evolving. We see changes in consumer behaviour and needs, changes in workforce dynamics, technological advancements and industry and market dynamics, which all mean that organizations need to continuously adapt and improve in order to stay ahead of the curve. In addition to this, increasing competitive pressures are pushing organizations to find ways to not only cut costs but become more strategic, improve customer experience and increase agility. arvato can help organizations achieve rapid scalability, through leveraging custom technology and delivery networks, and gain a competitive advantage by transforming an organization into one capable of reacting to change rapidly and flexibly. By partnering with arvato organizations can benefit from increased innovations, through access to best-in-class technology that support the business processes, new resources and industry knowledge that can transform processes. For example, using analytics tools, arvato enables you to harness the power of big data - analysing hundreds of data combinations, including customer location, currency and transaction amount, to create optimal payment processes, maximize conversion rates and thereby increase revenues for your business. Business transformation is about anticipating and preparing for changes in market dynamics or end-customer expectations. Partnering with arvato can help organisations to get ahead of the curve and stay there.

6 celebrating 13 years More than a decade is a long time in any industry, but it s a lifetime in the e-commerce arena. arvato has provided a wide range of financial services to Amazon, the internet industry pioneer, over the past 12 years. In that time, new local payment methods and geographies have been established; new areas of the business such as Kindle and Amazon Web Services have been added and additional services such as Subscribe and Save (Amazon Sparabo) have been introduced by Amazon. But there has been one constant: an obsessive focus on the customer by both Amazon and arvato.

7 E-commerce PRODUCTS

8 RISK SOLUTION SERVICES Comprehensive risk management solutions reducing risk in the online environment risk solution services by arvato enables easy implementation of extensive protection and risk management, individually adjusted to client requirements to maximise earning potential. SOLUTION OVERVIEW At the heart of arvato s risk solution services is the Decision Engine, a decision-making system that optimizes the risk management process with the integration of multiple external configuration options. During the checkout process all customers undergo a comprehensive risk assessment which checks factors such as, the identity, return behaviour, historic customer information, credit worthiness, shopping cart and payment methods of each customer in 1-2 seconds High risk customers are then required to pre pay orders while reliable customers can chose from the full range of payment methods, increasing both conversion rate and customer satisfaction and loyalty. In addition to access to reports and analytics in real time, arvato provides merchants with a personal Risk Manager. The arvato Risk Manager provides continuous analysis and advice on how to maximise profits and minimise risk, monitoring all orders and KPI s including factors such as conversion rates, payment methods used, new patterns of fraud and overall performance. QUICK AND EASY CONNECTION Designed as an ASP solution*, risk solution services automates risk checks in the online order process. Quick and easy connection is assured by means of a standardized SOAP web services interface. Alternatively, integration can be carried out via a batch interface (XML format); in this case inquiry data is transmitted to the system in accordance with defined operations. The system then uses the selected module and service package to check them. The eshop/customer system receives the results of these checks in the form of a recommendation for action (e.g. offer for a method of payment). Follow-up processes that are required, depending on the recommended course of action, can be triggered by the eshop/customer system. * Application Service Providing (ASP) is a service in which an application (e.g. an application-processing system) is provided via a public network (e.g. the Internet) or a private data network (e.g. VPN) for the purpose of exchanging information. The ASP service provider provides the IT infrastructure required to operate the software solution and handles the entire administration. Focus on your core business Enhanced credit profiles Based on their experience with payments, information from shopping baskets and external data on credit ratings, an arvato Risk Manager sustainably optimizes your client customer portfolios, thereby avoiding both risks and fraud as well as monitoring and implementing measures against new patterns of fraud. Higher conversion rates Better cost control

9 AfterPay arvato s seamless, convenient payment after delivery solution arvato offers both a branded open invoice payment product (AfterPay) and a white label solution for bigger international merchants. AfterPay enables merchants to offer their consumers state of the art payment after delivery payment solutions, to match increasing customer demand for both non-traditional, safe new payment options and seamless, customer friendly experiences. The AfterPay payment product portfolio offers a range of specialist payment methods in the field of pay after delivery, comprising of invoice, monthly payment, account payment and installment options With payment terms of up to 14 days for consumers, AfterPay takes over 100% of the debtor and fraud risk from merchants. Comprising of risk management data checks, default payment management and customized debtor-management, the whole payment process takes place in a seamless, automated environment. Customers failing a credit check will flow back to the online checkout to finalize their order with a different payment method. To support the customer payment journey AfterPay offers online and offline support for consumers via its customer contact center. Additionally as the rapid adoption of smartphones and tablets leads to a convergence of the offline and online world, AfterPay will begin to facilitate multi-channel integration including Point of Sale integration. SAFE With our buy now, pay later solution, your customers feel secure that they get what they order before they pay. FLEXIBLE We tailor a solution for you that gives your customers the freedom to choose when, where and how to pay. CONVENIENT Our consumer portal gives your customers a clear overview of all their purchases and invoice information, instant details on account and instalment settings, and much more increasing customer satisfaction.

10 PROFILE TRACKING Intelligent fraud prevention The internet is undeniably a good place for business. However, for merchants, it can also be an unsafe and anonymous place. Particularly in the e-commerce industry, merchants can often face high losses due to fraudulent activities. For example: a user can attempt to place several orders in an online shop under various user names and addresses. In this case the usual risk management instruments are ineffective as they evaluate risks for existing users only, as the names and addresses of the fraudulent accounts are unknown, or in some cases, fake, the risk can only be identified after the user defaults on payment. SOPHISTICATED TRACKING TECHNOLOGIES arvato s online device recognition solution enables organizations to fingerprint devices without relying on cookies and IP addresses, mitigating against online fraud and minimizing chargeback rates. Within the solution, each individual device is identified by a fingerprint based on its unique characteristics. This fingerprint is then sent along with the transaction and is used in a risk check (similar to account blacklisting) to find out if the same computer was used to perform fraudulent transactions and, if so, is consequently rejected. The tailored e-commerce industry specific solution features the structured exchange of experiences via hash ID and offers unique and reliable identification with a high level of precision even without cookies; in total approximately 97% WEQ. In addition to a convenient web interface enabling smooth integration into existing workflows and processes, arvato s profile tracking solution also provides a high degree of flexibility, via a versatile set of rules which can be customized to business requirements, delivering powerful results. INCREASED CONVERSION Minimise chargeback rates, increasing conversion rate by up to 15% REAL TIME Identify the device and react in real time SECURE Automatically implement device blacklist with one click

11 arvato Financial Solutions provides your customers with a stellar experience across all financial touchpoints. arvato Financial Solutions convenience in every transaction finance.arvato.com/us

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