11-Oct-2022
How to Prevent Digital Fraud and Maintain High Customer Satisfaction?
By Tushar Kashyap
11-Oct-2022
By Tushar Kashyap
Providing a fantastic shopping experience involves more than just the actual purchasing; it also involves the payment process. However, because of today's businesses' significant focus on minimizing the risk of fraud and assaults, the convenience of checkout regularly suffers, leaving customers frustrated and carts empty.
The payment procedure may be hampered by tools for strict risk mitigation. There is a surge in false rejects, where legitimate card-not-present (CNP) transactions are rejected on the grounds that fraud may have taken place as a result of the numerous security and verification steps, stringent regulations, and onerous criteria.
Though the concept of finance domain testing has come a long way in redefining the present digital banking security landscape, frauds and false rejects are still significant threats that are bothering many banking and financial apps.
On the other hand, organizations run a significant risk of chargebacks and undetected fraudulent transactions when fraud control requirements are lowered in order to provide a flawless purchasing experience.
In this blog, we will aim at understanding payment fraud more closely while diving into all the factors and practices that can allow improving the situation for improved customer experience.
The rise in digital fraud is on the rise due to a variety of circumstances.
As was already said, one problem is the increase in online shopping. Additionally, criminal attacks have become more sophisticated, and modern technology has made it easier for them to execute their plans.
A few businesses don't take all the necessary safeguards to protect themselves from fraudulent card-not-present (CNP) digital transactions. Many companies still utilize manual processes to evaluate e-commerce transactions, which makes them more vulnerable to CNP fraud.
Over time, these losses can add up quickly and prevent you from seeing the anticipated growth in your company. Small firms are especially vulnerable to fake online purchases. In fact, criminals might seek to target them as they have fewer means accessible to them for protection.
Today's technological advances have enabled merchants to strike the right balance between fraud reduction and customer satisfaction. The following tips can help balance strong payment fraud prevention while providing a pleasing shopping experience:
Implement strategies that combine risk management and payment processing.
In spite of their effectiveness in reducing extortion, the toughest rules and channels can also make customers' purchasing experiences more difficult and lead to an increase in transactions being automatically rejected even when there are no visible signs of fraud. To provide a consistent and fraud-free payment experience for your customers, it is imperative to choose a stage that combines risk management and payment processing.
Communicate clearly with risk creators and risk mitigators.
As the popularity of online shopping increases, fraudsters will continue to look for and use gaps in digital networks. The risks of fraud must be emphasized to employees working in the regions where it happens most frequently by retailers. These people must be taught the foundations of fraud prevention because they are fighting fraudsters on the front lines, and they must also know how to report suspicious behaviour immediately.
This is critical for specific e-commerce departments, such as the marketing and sales divisions, because they may make the business more vulnerable to fraud. In an effort to increase brand equity, the team may employ tactics like offering discount coupons that cause minor gaps in the security procedures used by the organization. As a result, the fraud team may send each coupon input for manual review, which could hurt the user experience. It is vital to make sure that diverse departments are successfully collaborating and maintaining continual communication in order to reduce risk as much as feasible.
Analyze trends and patterns.
It is crucial that merchants mark all CNP orders that are approved and rejected, and they must commit to looking into these transactional decisions further to learn the rationale behind each option. Once they have collected sufficient transactional data, merchants will be able to see trends and patterns in the orders that were either approved but later proved to be fraudulent or were genuine orders but were mistakenly denied.
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For instance, they might find that orders that include several of the same items are routinely refused even when their validity has now been established. If you review these orders more closely, you might find that the ones containing multiples of the same items in various sizes and those that appear to be placed by a customer who is unsure of their size rather than by a fraudster are the real ones. In order to create "shopping stories" that they may use to dynamically change their fraud detection systems, retailers must exploit these trends and patterns.
We put ourselves at risk for fraudsters' easy movement in the virtual world as we grow accustomed to using simpler digital interfaces and access points to complete our necessary but repetitive duties. Because of this, organizations face great difficulty in juggling vulnerability prevention against both known and unknown threats by providing a virtually faultless customer experience. Organizations can profit from this by speeding up the learning process thanks to the rapid developments in big data and analytics.
Historically, fraud teams have frequently worked in divisions away from the consumer experience. In the past, when the fraud was frequently low in volume but high in sophistication, this made sense. An important factor in the outcome was the calibre of the investigation. With the development of digital, fraud has grown immensely.
The field of fighting against fraudsters must continuously be expanded, and preventative techniques must be improved by fraud teams. CX innovations may ensure customers lower their risk of falling prey to the fraud landscape's ever-evolving dangers by providing them with the appropriate data, controls, and messages.
Are you associated with the banking or finance industry? Are you looking to upgrade your digital path for added customer convenience but struggling with the hassle of security issues and fraudulent threats?
At BugRaptors, we bring you a team of the most informed security testing professionals who could help you redefine customer experience with all the essential security, functionality, and performance on your banking solution.
For more information or a free QA consultation, reach our experts at info@bugraptors.com
Tushar Kashyap
Tushar Kashyap, Security Testing Manager at BugRaptors, brings over 14 years of extensive experience in Security testing. Holding Multiple security certifications, Tushar has a diverse testing background, having contributed to projects across various domains. His experience spans both outsourced and insourced projects, showcasing his versatility in adapting testing methodologies to different environments. His leadership ensures the seamless implementation of robust security measures, contributing significantly to the success and integrity of projects across different domains and project structures.
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BugRaptors is one of the best software testing companies headquartered in India and the US, which is committed to catering to the diverse QA needs of any business. We are one of the fastest-growing QA companies; striving to deliver technology-oriented QA services, worldwide. BugRaptors is a team of 200+ ISTQB-certified testers, along with ISO 9001:2018 and ISO 27001 certifications.
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