CyberSource Managed Risk Services ONE POINT OF CONTACT GIVES YOU ACCESS TO EXPERTS

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1 ONE POINT OF CONTACT GIVES YOU ACCESS TO A WHOLE WORLD OF EXPERTS Managed Risk Services

2 Fraud gets in the way of many good businesses It costs time and money to address. It hits margins, diminishes the customer experience and slows growth. CyberSource Managed Risk Services can help you; Improve the ecommerce experience for customers Maximise profits Enter new territories or channels with confidence And simply spend less on managing fraud CyberSource Decision Manager Our global fraud management portal, Decision Manager, provides all the capability you need to automate and streamline your fraud management operations. Powered by a risk correlation model enhanced by Visa data (in specific regions), Decision Manager automatically evaluates and dispositions incoming orders based on business rules you define. Decision Manager, helps you increase sales conversion whilst boosting the capacity and accuracy of your review team. Introducing CyberSource Managed Risk services Our approach to managed Risk We can Help you: 02.1 Accept more good customers 02.2 Manage around the clock reviews 02.3 Cope with peak season performance 02.4 Expand to new territories 02.5 Go Omni-Channel 02.6 Exit and avoid merchant monitoring 03 ongoing benefits 04 Choose your service level 05 Contact us

3 01 MANAGed RISK: We make a real difference to our Customers Our relationship with merchants is a close one. Necessarily so; the more access we have to information about your customers and your fraudsters, the better we can help you to maximise returns from one and minimise the threat from the other. QUESTION ONE IS FRAUD HOLDING YOUR BUSINESS BACK? Streamline your fraud operations Though fraud represents a small proportion of transactions for most ecommerce businesses, it has a surprisingly large effect on the business as a whole and can impact; Resources Margins Your customers experience CyberSource Managed Risk Services helps companies like yours to minimise the impact of fraud, giving you the freedom to maximise profits and expand without restriction. QUESTION two ARE YOUR FRAUD MANAGEMENT COSTS INCREASING? Your manual review team. Too hands on? Our annual ecommerce Fraud Report shows us that the cost of keeping the fraud rate low is often much more than the cost of the fraud itself. Have you considered that Manual review processes are resource hungry? High rejection rates damage profits? Peak times can slow order review rates? New territories and digital channels carry their own specific risks? These are the challenges that CyberSource Managed Risk Services can help you to overcome. Whatever type of fraud you are facing, be it identity theft or account takeovers, number generator attacks or even internal fraud, we have dealt with it before and have the skills, systems and experience to help you too. Engage our and add to your team some of the most experienced fraud analysts in the world All we need from you is openness: show us the data and we will show you the results. And it s not just about fraud. By managing your risks and optimising your filtering we can help you to drive sustainable growth. Reject fewer transactions, speed acceptance to improve the customer experience, and cut your resource costs by manually reviewing fewer transactions. A large multi-national high street retailer engaged our Managed Risk Analysts. Over a 7 month period, we helped them reduce their reject rate to 1.3% from 2.3% resulting in the generation of over 180,000 additional revenue. Call us on +44 (0) or us at

4 02 WE CAN HELP YOU: 1. Accept more Good Customers Your Customer. A fraudster? Or your future? The 2013 CyberSource Fraud Report showed a clear trend in the concerns held by online retailers. The biggest concern for more than half was turning away good customers. Having a great ecommerce experience plays a key role in the chances of seeing a repeat customer. The greatest opportunity lies in improving order acceptance. CyberSource s expert fraud analysts can refine and test your rules in order to maximise the acceptance of good orders. This can have a significant impact on sustainable profit, increasing both immediate order revenues and enabling you to engage more customers; both new and returning. 2. Manage Around the clock reviews The internet never sleeps And nor does your ecommerce business. Customers shop around the clock. But it can be hard to operate on such a relentless 24/7 cycle. The result is often a backlog of orders for review after weekends or bank holidays, or even during particularly busy periods. Increased pressure on the review team often means less time to review each order. Not only does your order pipeline slow down, but fraudulent orders can slip through. Our team can work with you to reduce the number of orders in your review queue at peak times and out of hours. Tweaked auto accept and auto reject rules can be configured to turn on automatically, based on the time of day, or days of the week. Or you can manually turn them on and off as and when you require. 3. COPE WITH PEAK SEASON PERFORMANCE Plan for busy periods Every merchant has their peak seasons. Scaling your business to manage these can be tricky. How can you maximise revenue without increasing risk or over-stretching investment? Our team can work with you to plan busy periods. By creating sets of filtering rules optimised for different shopping and spending patterns we can help you ensure that peak seasons don t overload your team and processes. Optimised rule sets can be tested against your live transactions well in advance of the peak period to ensure there is no negative impact on your customer base and revenues. Once you re happy, the new rules can be switched on at the click of a button. Call us on +44 (0) or us at

5 4. EXPAND TO NEW TERRITORIES Opening up a world of opportunities The UK has one of the most successful ecommerce markets in the world. So it s no surprise that many merchants are now trading overseas, with more than 75% of UK businesses trading in multiple countries. Entering a new territory is challenging with alternative payment types, local shopping patterns, and different data sets available for fraud screening. How do you account for the prevalence of wholesale buying and cross-border trading in Asian countries something that would immediately appear high risk with your standard UK rules? CyberSource operates all over the world, working with merchants to help them sell internationally. Using the knowledge from CyberSource s team you can speed up and simplify the entry into new markets, be it Chile or China, the UAE or the USA. We are unique in that we have Managed Risk Analysts in six continents, based in the US, UK, Singapore, Dubai, China, Brazil, Mexico and Australia. We can assist you with your global expansion plans and help make your move to new countries seamless. 5. GO OMNI-CHANNEL Serve Customer 3.0 New sales channels can present almost as much risk as new territories. How do you address the need to blend card present with card not present data to ensure you see a complete picture of customer behaviour in addition to complete fraud patterns? CyberSource s team has worked with many merchants to help them minimise the risk of opening up new market channels. This involves; Assessing the specific risks around the new channel Providing guidance on security and validation practices Creating new rule sets for optimal performance Helping with the challenge of tearing down siloed walls between card present and card not present loss prevention systems and people Whether you are opening up on Facebook or offering Collect in Store, our experience can help you get to market quickly with minimal risk. 6. Exit and avoid Merchant Monitoring Reduce fraud rates If you find yourself with a cross-border fraud issue the likelihood is you will end up on the Merchant Monitoring Program. With fines and possible disqualification from card schemes, the Merchant Monitoring Program is best avoided. With support from day one, CyberSource Managed Risk Analysts provide assistance in helping you to reduce fraud rates enabling you to exit or avoid Merchant Monitoring Programs, as they have for many merchants across multiple industries. Support does not stop here. Once fraud rates are under control our analysts will provide help to generate increased sales revenue through reducing the number of genuine orders rejected, improve the customer experience through the use of auto-accept rules and reduce manual review rates through optimising your resources.

6 03 Ongoing Benefits Ongoing Optimisation: Stay one step ahead Fraud changes. We can ensure that your systems change with it. If a new fraud pattern is identified, your analyst can recommend rules to help you target it directly with minimal impact on genuine customers. And with our global knowledge base, we may have identified a new fraud trend and a solution before it even affects your business. Constant Clarity: Make informed decisions There s a lot of data involved in the management of fraud. We ensure you get the right information and maintain a clear view of the fraud situation in your business at all times with tailored, regular and scheduled review calls. We help you to make strategic business decisions from a sound position. Global Resource: Get global knowledge Our team of analysts work with hundreds of merchants worldwide. That creates a huge pool of shared knowledge. This knowledge can benefit you in various ways: Access direct experience of setting up a new channel Discover solutions for emerging fraud trends Tap in to in-depth local knowledge about an emerging market Expert Advisor: Experience on tap Our analysts are not limited to one sector of the market. For good reason; years of experience has taught us that trends migrate and patterns are common. What is learned in ticketing or digital goods can benefit our customers in electrical goods or financial services. Your analyst is your guide to the ever-changing world of fraud and fraud management. They are there to answer your fraud queries as well as to assist with strategic change. Let them help you with profit optimisation, better account management, and new technologies. Getting Started with CyberSource Managed Risk Services Come on board and we will support you from day one, with a comprehensive assessment of your market, products, as well as your current fraud management processes. Call us on +44 (0) or us at

7 04 Choose Your Service Level CyberSource s provide you with a dedicated fraud expert to analyse your fraud data and work with you to manage fraud effectively. Fraud Management system Decision Manager (inc subscription fees) On-Site Configuration Workshop PERFORMANCE MONITORING PERFORMANCE MONITORING WITH GUARANTEES SCREENING MANAGEMENT Case Management System Advanced Reporting & Analytics Managed Risk Services Dedicated Fraud Analyst Customised Reporting & Analytics Proactive Monitoring & Recommendations Configuration Changes: rule/profile creation Service Level Agreements Global Order Review Management including 24/7 Order Review Coverage Customer Facing Toll Free Number & Alias Cardholder & Bank Verification Public Record Checks Additional Services Premium Support Call us on +44 (0) or us at

8 Global Offices UK (EMEA HQ) T: +44 (0) E: France T: E: Spain T: +44 (0) E: Middle East and North Africa T: E: Russia T: +7 (495) E: Sub-Saharan Africa T: E: For a complete list of worldwide offices go to cybersource.com/locations cybersource.co.uk 2013 CyberSource Ltd, a wholly owned subsidiary of CyberSource Corporation, a Visa company. All rights reserved. All figures are taken from 2013 UK ecommerce Fraud Report. Designed by pinkgreencreative.co.uk Printed on revive 100 Offset, a recycled paper containing 100% consumer waste.

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