cybersource risk management solutionsrm_sonar/cep_material/decisionmanager.pdf · cybersource risk...
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CyberSource Risk Management Solutions
• Automatically sort more orders, more accurately
• Make your fraud team more productive
• Scale operations easier, with less cost and risk
• Better predict and control business results
Includes
Device Fingerprinting
&
Botnet Detection
The Most Widely Used Online Fraud Management Solutions, Worldwide
CyberSource Risk Management Solutions
Choose the market-proven solution that
meets your business objective…
Objective: Optimize In-House Fraud Management Performance/Efficiency …. 2-8
Solution: CyberSource Performance ManagementControl fraud loss, increase sales conversion, and increase review team capacity and accuracy.
CyberSource Decision Manager System
• Business user rules system with over 150 pre-integrated detectors and tests
• Case management system
• Analytics package
Performance Monitoring by an expert CyberSource fraud analyst
Now With
Advanced Device
Fingerprinting
Technology
www.cybersource.com 1 1-888-330-2300
Objective: Control Fraud, Scale Easier, Reduce PCI Scope …………………… 9-10
Solution: CyberSource Screening ManagementOur staff of experienced analysts and order conversion experts manage your screening and review operations.
• CyberSource Decision Manager System to automate fraud screening
• Expert CyberSource Fraud Analyst to design, manage and monitor your program
• Experienced CyberSource Order Review Agents manage order review and conversion
• Branded Toll-Free Number and related services to maintain your brand with your customers
• World-class Call Center Facilities
Objective: Increase Chargeback Revenue Recovery & Reduce PCI Scope …….11
Solution: CyberSource Chargeback RecoveryOur experienced chargeback recovery agents examine and fight your chargebacks so
you can capture more revenue and reduce fees. The ROI case is simple—we get paid
only when we recover your money. And, you eliminate a point of payment data exposure,
thereby reducing your PCI scope. No system changes are required. We’ll work with your
current payment solution, even if it isn’t CyberSource.
Win-Win
Approach
Our hosted Decision Manager system with CyberSource Intelligent Review Technology helps you
reduce the need for review, speed review, and optimize business results.
The CyberSource Decision Manager System
Manual
ReviewAutomated
Queue
Management
Automated
Routing & Priority
Assignment
2
Orders
Auto Screen
1
2a. Case Routing & Priority Assignment
Establish rules to automatically route cases
and assign priority based on order profile and
reviewer skill set. Case ownership features
enable active reviewer management and
prevent multi-reviewer intervention.
2b. Automated Queue Management
Create rules to automatically monitor case
handling and ensure they clear the queue per
your customer service commitments. Cases at
risk trigger action alerts or are automatically
dispositioned per your business rules.
3. Review Dashboard with In-line Validation
All order and validation data, along with
reasons for order outsort and best reviewer
advice, are conveniently displayed within a
workflow-savvy case review dashboard.
Reviewer validation tasks are also streamlined
to increase productivity. Reviewers no longer
need to invoke reverse telephone lookup,
credit history and similar services via separate
screens, or input required customer data.
Validation services are called from within the
case interface and all necessary customer
information is automatically submitted without
additional data input.
1. Initial Screen with 4D Detection
Our portal provides on-demand access to
150+ global fraud tests, across four
dimensions of detection. Rule console lets you
enforce acceptance policies based on test
results. It’s a proven best practices approach
to accurately detect fraud and lift conversion,
while minimizing need for manual review.
Smarter, Automated Case Routing
and Queue Management
Faster, More Accurate Case Review
More Accurate Screening Reduces
Manual Review Volume
Portal provides access to 150
global fraud detectors and tests,
complete with business-user
rule console to automatically
enforce acceptance and review
policies.
3
CyberSource Decision Manager SystemPerformance
Monitoring by
Experts
4
Tuning & Analytics: Better Predict and Control
Business ResultsTest mode, process performance and reviewer performance reports
let you monitor results and adjust on demand.
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PERFORMANCE
MANAGEMENT
Handle up to 2X or More Order
Volume Per ReviewerImproved automated screening reduces the
need for review, while intelligent case
management tools focus review and
streamline reviewer tasks. You can increase
the capacity of your current review team,
while improving fraud control.
Enhance Automated Sorting Accuracy.
Convert More Sales. Detect More Fraud.A proven best practices portfolio of global fraud
detectors (including packet-level device fingerprinting
and global multi-merchant transaction history tracking)
and powerful business-user rule management console
allow you to more accurately sort inbound orders.
Better Predict and
Control Business ResultsNow, change screening strategies on
demand. See rule impact prior to
production. Complete suite of analytics
and analyst support helps tune your
process. Plus, our business performance
guarantee helps ensure desired results.
Rule System – Detectors – Case Management - Analytics
Decision Manager: Rule Console & Validation Services
Access Over 150 Popular Validation Tests and Services, Worldwide
Passive Mode Lets You Test Rules SafelyWant to evaluate results before applying rules to real orders? No problem. Just select “Passive Mode” and Decision
Manager runs the new screening profiles in the background while your current production rules continue to run.
Once you review results, you can tune rules or place them into production.
Our easy-to-use Web interface lets your business managers quickly create rules that interact with
multiple, global validation services to automatically analyze and sort incoming transactions associated
with all major payment types:
• Create rules using a pre-defined rule library and easy-to-use custom rule builder
• Create multiple screening “profiles” (product category, SKU, expedited shipping, etc.)
• Apply conditional relationships between several rules using “and” / “or” type logic
Only CyberSource lets you cast a deep net across four dimensions of validation, in less than 2 seconds, to catch fraudulent
behavior sooner and more accurately. Simply put, it’s harder for fraudsters to look like unique customers because you can
simultaneously compare their behavior and order profiles across multiple anonymous merchants, your own store, global validation
services, and order placement device(s). Here are
just a few of the real-time validation tests you can
automatically apply via our portal:
Rule Console: Easily Create Screening Rules On Demand
Device FingerprintingDerives a “digital fingerprint” of the device used for order
placement. This fingerprint can then be used in conjunction with
other order attributes to detect abnormalities.
IP GeolocationAssesses the consistency between the geographic location of the
IP address and address/billing information provided with the order.
Includes ability to detect anonymizers.
Purchase Device Tracing
Single Merchant Purchase History
Custom Data FieldsCustom data fields allow you to present business-unique data for
evaluation. Examples include: customer purchase histories,
order change histories, airline passenger data/PNR data, etc.
Single Merchant Purchase Velocity Automatically monitors the frequency of orders placed with your
company, purchases of a particular SKU in a given timeframe, value
of accumulated purchases or combination of these conditions.
Negative & Positive ListsAllows you to maintain your own negative and positive lists for
decision assessment (lists are not shared among merchants).
Lists can be uploaded and chargeback information automatically
appended.
Packet Inspection Detect Botnet Attacks First Time!Sees through anonymizers and botnets to view device behavior and
detect true purchase device. Available Q3 2009.
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CyberSource maintains transaction histories across the thousands of
merchants using our services worldwide. We correlate this data to
your presented order (fingerprint, name, email, address, phone,
etc.)—giving you the power of multi-merchant data sharing, without
the privacy risk.
Global, Multi-Merchant Purchase History
Global Delivery Address VerificationValidates address format and deliverability for 233 countries. Can
also be used at time of order placement to detect “fat fingering”
and eliminate the risk of invalid order rejection or mis-shipment.
Global Telephone Number ValidationValidates telephone number structure via an international
database covering over 100 countries.
U.S. Export Compliance/DPL ListsReal-time check of denied parties and persons of question across
multiple lists maintained by U.S. government agencies.
Verified by Visa/MasterCard® SecureCode™Results from Verified by Visa and MasterCard SecureCode checks
can be evaluated by Decision Manager.
Standard Card Brand Services Standard card validation services such as AVS and card
verification number are accessed and evaluated.
Other Validation ServicesCustom fields allow you to submit data from other validation
services of your choosing to aid in the decision process.
Global Validation Services
4D
Boxes
Fraudsters
In
CyberSource Risk Management Solutions: Performance Management
Multi-Merchant:
•Velocity
•Identity morphing
•Legal “data sharing”
About Device Fingerprinting: Privacy Policies and Integration
No personally identifiable data is captured. Device
fingerprinting captures information about the DEVICE being
used to initiate the purchase. It does not collect personal
information or personal data. Persons cannot be identified
via this fingerprint.
Generally no need to rewrite privacy policy. If policy
already discloses third-party cookies, or your company uses
cookies to monitor purchase behavior, then using device
fingerprinting will likely not require any change to your
privacy policies.
Won’t set-off browser alarms. The fingerprint does not
interfere with system function, nor will it trigger browser
warnings or P3P enabled privacy alerts.
Implements quickly. Installs in about one hour. Place tags
on your checkout page and it is ready to go. No additional
coding is required.
Note: This information is provided for general guidance.
Consult your attorney if you have questions about your
particular application of this service.
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CyberSource Risk Management Solutions: Performance Management
Advanced Deep Packet
Inspection Detects Botnet FraudDevice fingerprinting allows you to identify the purchaser’s device.
With this “fingerprint” you can more quickly detect identity morphing
(different names and account numbers associated with orders
originating from the same purchase device). However, some
fingerprinting technologies use only surface-level tactics and
fraudsters subvert them by changing browser settings or deploying
botnets to initiate the orders on “good citizen” machines. The
fingerprinting technology provided with CyberSource Decision
Manager is different.
ThreatMetrix™ device tracing technology goes deeper. It uses
intelligence from the message packet to see through anonymizers
and botnet activity. It profiles and traces device identity and behavior
all the way to the real fraudster’s system. Even if it is the first time
this device has been seen, intelligence about its behavior helps you
determine if the device is “good” or involved in risky activity.
Bill
Fraudster
Standard fingerprinting identifies (“fingerprints”)
this device only, and does not see behavior.
ThreatMetrix™ fingerprinting with deep packet inspection sees device
behavior and profiles activity all the way to the fraudster’s control system.
Good Customer
Botnet Initiated Order
Poses as a valid customer
from a good customer machine
Risky device behavior such as
botnet activity, firewall scanning, and
spamming are detected to help
assess risk of order acceptance.
Merchant Site
IP_Attributes IP Activities
STATIC,
BOTNET_ZOMBIE
TCP_SCAN_FLAG,
CONNECTING_TO_BOTNET,
SPAM
STATIC,
BOTNET_ZOMBIE
TCP_SCAN_FLAG,
SPAM
STATIC,
BOTNET_ZOMBIE
TCP_SCAN_FLAG,
OTHER,
SPAM
DYNAMIC,
BOTNET_ZOMBIE
OTHER,
SPAM
STATIC SPAM
Decision Manager: Case Management Console
Speed Review with Task-Savvy Review Console & In-line Validation ServicesOrders suspended for review are routed to one or more case review queues you define.
All order data and test results are conveniently consolidated and highlighted on a single screen to
speed review and disposition. Additional validation services can be invoked from within the screen
and without additional data input. See below.
Segment Case ReviewEstablish rules to automatically route orders among multiple, configurable review queues. Use
these queues to segment review via classifications of your choosing, such as:
• Review priority (e.g. standard vs. overnight shipping)
• Product line/category
• Analyst expertise
Statistical risk
score notes
potential for fraud
Export Order Data to Your Case Management SystemHave your own case management system?
Our XML interface makes it easy to export suspended order data to your systems.
With a click of the mouse, reviewers list orders
having similar attributes to detect identity
morphing or inconsistencies. Search by:
• Name
• IP Address
• Device Fingerprint
• Account Number
• Shipping Address
Additional observations about the
order speed review.
Device Fingerprint
Reviewers log actions and
log is date/time stamped.
Order data.
Reviewers quickly see why
order was suspended for
review.
One-click in-line validation (w/TargusInfo, Accurint, etc.)
eliminates need to access separate validation screens and
re-input customer data.
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CyberSource Risk Management Solutions: Performance Management
In-Screen
Validation
Services
Validation Service Access within Case Management Console
TARGUSinfo
TARGUSinfo customer information verification can
be accessed from within the case management
screen of CyberSource Decision Manager.
Verification requests are automatically initiated
and returned, with the press of a button—there’s
no need to invoke a separate screen or re-input
customer data.
The TARGUSinfo information and Contact
Quality Rating helps you automatically determine
whether or not there is a link between name,
address and phone number. Once linkage is
determined, orders can quickly dispositioned. The
TARGUSinfo service returns address and phone
number information for the customer/order in
question.
Category Category Interpretation and Action
All Information is
Valid and Linked
Orders with the best contact information. Orders that have a linkage between the name, address and phone number
can often be approved, especially if they meet other criteria such as not exceeding an order-value threshold or being a
low-risk product type.
Two Pieces of
Information are
Linked
Combination of name, address or phone linked. In many cases, looking at alternate information provided will help to
paint a complete picture of the order being reviewed. For each rating, the linked relationship is described and any
additional information about the third piece of information is included.
No Linkage or Invalid
Phone/Address
An invalid phone or address should be a warning sign that an order may not reach its destination or is fraudulent.
Wireless phone numbers with no linkage or phones with non-matching names should also get additional review.
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Almost any commercial public records and related validation service can be
accessed via the CyberSource Decision Manager case management console.
However, due to security requirements CyberSource will require that the
integration be certified before it can be used in the production environment.
See your CyberSource sales representative for details.
Other Services
AccurintLike TargusInfo, Accurint person, address and phone validation services are pre-
integrated and directly accessible from within the CyberSource Decision Manager
case management console. No re-entry of data is required to prompt a validation
request and receive the results in seconds. Accurint is a LexusNexus® company.
CyberSource Risk Management Solutions: Performance Management
Decision Manager: Tuning & Analytics
See Impact Before “Going Live”Imagine testing the real impact of your rules before
placing them in production. Using the “Passive
Mode,” you can transparently run proposed
screening profiles in the background while your
current profiles are in effect. You’ll be able to
compare results to your control profile and asses the
new screening profile’s impact on acceptance rates,
review rates and fraud rates. Use these results to
further tune the new screening profile prior to
production use.
Review Process Performance
Review process
• # orders reviewed/converted
• Distribution of review across queues
Reviewer performance
• Reviewer accuracy
• Reviewer efficiency
Automated Screening Performance
Screening profile performance
• Accept/reject/review statistics
for a single profile
• Performance comparisons
across profiles
• Screening profile effectiveness
Rule performance
• Frequency of triggering
• Outcome statistics
• Rule recommendation
Tune Rules On DemandWhen you detect questionable activity or new fraud
patterns you can tune your acceptance rules
instantaneously. Using the business user rule
console you can reconfigure the screening profile or
create a new profile and place it into production
immediately—without IT intervention.
Automatically Update Detection
Models and Negative Lists
Your CyberSource system can automatically import
your chargeback data to maintain negative lists and
tune detection models. To utilize this feature your
merchant account provider must support electronic
data feeds of chargeback information.
Comprehensive ReportsCyberSource provides a portfolio of reports to help you analyze and tune your
process, including reviewer effectiveness, review process metrics and screening
performance:
Initial Screen
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CyberSource Risk Management Solutions: Performance Management
Plus Performance Monitoring:
Our Fraud Experts Back Your Team to Optimize ResultsCyberSource backs your team with skilled fraud consulting as well as expertise to implement, configure, use, and maintain the
CyberSource Decision Manager (DM) hosted fraud management portal. Our seasoned staff provide deep fraud detection and
process optimization know-how to complement your in-house skills.
Added Peace of MindCyberSource guarantees your Fraud Chargeback
Rate will be controlled to an agreed percentage
of online orders as submitted through Decision
Manager. Should this level of performance not
be obtained (as measured quarterly), a service
credit equivalent to ten percent (10%) of the monthly average
of fees for the Performance Monitoring Service incurred during
the quarter will be issued.
Ongoing Success Monitoring
and Performance Optimization
Monitoring Process Performance. Your assigned
CyberSource Managed Service Analyst (minimum 5 years
experience) provides ongoing monitoring and consulting with
specific focus on the following areas of your operation:
• Order acceptance
• Screening profile performance
• Identification of suspected fraud trends
Monthly Performance Reports. Includes order conversion
analysis and test results of new strategies.
Fraud Strategy Configuration Updates. Updates are made as
needed and implemented by the CyberSource Managed
Service Analyst for Rules, Order Profiles and settings. Open
communication is maintained between CyberSource and your
team regarding strategy and rule changes.
Experts Help You Streamline and
Optimize Implementation
Consulting. Your assigned CyberSource analyst will provide
up to two days product integration and configuration
consulting, including cross functional support from other
CyberSource product, risk, and technical experts (daily travel
fee applies to onsite consulting):
Technical Integration. 10 hours support from CyberSource
to assist with technology integration.
Product training. Includes, but is not limited to, the following:
• Review existing order acceptance, rejection and review procedures
and metrics (if required). Present recommendations to improve
specific business processes associated with order acceptance,
payment processing, and fraud management.
• Identifying order screening profiles and rule sets needed for DM.
• Implementing multiple screening profiles in DM.
• Introduction and review of performance monitoring analysis and
reports; identification of, and benchmarking for key performance
metrics associated with order conversion, fraud rate, and
productivity. Adjusting DM performance through tuning for
situational, seasonal, and product-related screening.
• Using the CyberSource Business Center
• Utilizing case management for order review
• Developing custom rules and using the rule library
• Profile performance analytics
• Reviewer analytics
• Test mode
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About Your Fraud Analyst
Your account is monitored by a true fraud management
professional. We require our analysts to have 5-10 +years of
fraud management experience in a merchant environment.
And, you get the power of an analyst team—a resource you
likely can’t afford to replicate on your own.
Just like doctors can consult with other doctors about a
difficult case, our fraud analysts meet to discuss trends and
share fraud management strategies. Not only do you get an
experienced fraud analyst, you get the power of an entire
peer team.
CyberSource Risk Management Solutions: Performance Management
Business Performance
GuaranteeCyberSource guarantees your
Fraud Chargeback Rate will
be controlled to an agreed
percentage of online orders as
submitted through Decision
Manager. Should this level of
performance not be obtained
(as measured quarterly), a
service credit equivalent to ten
percent (10%) of the monthly
average of fees for the
Performance Monitoring
Service incurred during the
quarter will be issued.
Control Fraud & Increase Sales
Scale Easier.
Manage Less.
Outsource fraud management operations to CyberSource experts
Experts Install & Configure Your
Fraud Management System
Global Fraud Management Portal. The
CyberSource Decision Manager hosted fraud
management system is the foundation of this
solution (decision system, case management
system and analytics). See Performance
Management solution for system details.
Expert Consulting. Your assigned CyberSource
analyst will provide up to two days product
integration and configuration consulting, including
cross functional support from other CyberSource
product, risk, and technical experts (daily travel fee
applies to onsite consulting):
Technical Integration. 10 hours support from
CyberSource to assist with technology integration.
• Review existing order acceptance, rejection and
review procedures and metrics (if required). Present
recommendations to improve specific business
processes associated with order acceptance,
payment processing, and fraud management.
• Identifying order screening profiles and rule sets
needed for DM.
• Implementing multiple screening profiles in DM.
• Introduction and review of performance monitoring
analysis and reports; identification of, and
benchmarking for key performance metrics
associated with order conversion, fraud rate, and
productivity. Adjusting DM performance through
tuning for situational, seasonal, and product-related
screening.
www.cybersource.com 9 1-888-330-2300
SCREENING
MANAGEMENTFraud Screening
System
Manual Review
Services
Performance
Monitoring
You Keep Your Brand.
We Do The Work.All interaction with your
customers carries your brand.
We establish a toll-free number
specifically for your account. All
communications with your
customers are handled via that
number and reference your
brand.
Experienced Staff Review Your Orders.
Experts Optimize Results.
Order Screening & Review. Our Decision
Manager system will automatically screen and sort
your orders with superior precision. Orders
outsorted for review will be investigated by our
expert staff. CyberSource will verify cardholder
information through direct contact to cardholder,
the issuing bank, third-party verification services,
public records companies, and/or other services
and processes deemed appropriate by mutual
agreement between you and your CyberSource
Managed Services Analyst.
Process Performance Monitoring. Your
assigned CyberSource Managed Service Analyst
(minimum 5 years experience) provides ongoing
monitoring and consulting with specific focus on
the following areas of your operation:
• Order acceptance
• Screening profile performance
• Identification of suspected fraud trends
Fraud Strategy Configuration Updates. Updates
are made as needed and implemented by the
CyberSource Managed Service Analyst for Rules,
Order Profiles and settings. Open communication
is maintained between CyberSource and your
team regarding strategy and rule changes.
Monthly Performance Reports. Your fraud
analyst meets with you monthly to review
performance. Analysis includes: order conversion,
screening profile performance, review team
performance, chargeback trends, and merchant
specific fraud patterns and trends.
Reduces
PCI
Scope
By outsourcing your
operations to CyberSource,
you also reduce your PCI
scope. Your staff no longer
interact with payment data.
Systems & Infrastructure Not Easily Replicated
Our staff operate with a full complement of professional-grade tools,
systems and facilities. Including:
• Sophisticated detection and rules systems
• Advanced case management systems that optimize efficiency
• Public records validation services (residence, telephone)
• Non-U.S. records (voting records, telco/utility records)
• Redundant server and systems infrastructure
• Commercial-grade IT services
• Rigorous physical security systems (access, surveillance)
• PCI certified operations (facilities, systems, staff)
World-Class Screening Operations, On-DemandIt’s not just about outsourcing review staff. It’s about instantly injecting a complete, world-class orders screening and review operation into
your business. Expert staff and management. Professional systems and processes. Fully redundant, PCI-certified operations.
Experienced, High Integrity Review Staff
Our review staff are experts. Fraud screening is
all they do. No general customer service work.
CyberSource is a payment management
company and our review staff are strictly focused
on payment fraud management.
Deep Staffing Coverage
When you outsource operations to CyberSource
you avoid the hassle of staffing your own
operation. In fact, you get coverage you’d likely
not afford to staff-out on your own:
• Fully redundant staffing
• 7x12 minimum review coverage
• Flex hours (seasonal)
• International (United States and UK)
Fully Branded Operations
We provision and maintain a
dedicated toll-free number carrying
your brand for all customer
interaction.
Professional Call Center
Management
Our review teams are managed by
professional, experienced call center
managers. We know how to incent
reviewers to work with maximum
efficiency and accuracy to optimize
your results.
Professional Process Management
Your account is managed by a true fraud
management professional. We require our
analysts to have 5-10 +years of fraud
management experience in a merchant
environment. And, you get the power of an
analyst team—a resource you likely can’t
afford to replicate on your own.
Just like doctors can consult with other
doctors about a difficult case, our fraud
analysts meet to discuss trends and share
fraud management strategies. Not only do
you get an experienced fraud analyst, you
get the power of an entire peer team.
CyberSource Risk Management Solutions: Screening Management
www.cybersource.com 10 1-888-330-2300
Operating DetailsTo deliver this service, the following operating practices will be adopted:
Chargeback Communications
CyberSource will manage communication with the involved financial
institutions, including email, fax and verbal contact with the appropriate
parties in the resolution process.
A CyberSource Chargeback Recovery Agent will work with you to determine
security requirements related to information passing between parties in the
process. CyberSource will maintain and provide detailed reports relating to
retrieval requests, first and second chargebacks, and arbitration casework.
Process Flow and Adherence to Industry Requirements
CyberSource will adhere to processor requirements for response times and
documentation. CyberSource will use data available in CyberSource
transaction systems (if applicable), and request additional information from
your systems as appropriate to complete the dispute package requirements
imposed by the processor.
Service Terms and ConditionsCyberSource will be granted access to the merchant’s chargeback
reporting portal (maintained by the processor, typically), and given
permission to pursue chargeback dispute resolution on behalf of the
merchant.
Merchant will provide timely response to CyberSource requests for
additional transaction information (delivery data, customer service
interaction notes, etc.) when required for the dispute process.
Chargeback Recovery service fee will be calculated as a portion of
recovered funds, and is exclusive of other CyberSource products or
services fees. A monthly minimum recovery amount will apply.
Chargeback Recovery services and resources are available on
CyberSource business days from (7am to 4pm) Pacific Time
Pricing does not include travel and living expenses for onsite training,
service configuration, or report delivery meetings; actual and
reasonable travel and living expenses will be billed on a monthly basis
within 90 days of the completion of the travel, and must be approved
in advance and in writing.
*Monthly minimums apply.
Maintain Constant Pulse on Recovery OperationsWeekly Reporting
CyberSource will provide reporting on the following:
• Incoming chargebacks
• Incoming retrieval requests
• Chargeback reversals (successful re-presentments)
• Chargebacks lost (unsuccessful re-presentments)
Monthly Reporting
CyberSource will aggregate weekly reporting and provide executive
summary and professional opinion including:• Summary of chargeback cases by reason code with dollar amount
• Chargeback trends and recommended actions
• Best practices recommendation for chargeback reduction
and process improvement
Business ImprovementsCyberSource manages your entire chargeback investigation process, from
receipt and review through interaction with cardholders and financial
institutions and re-presentment documentation. Our clients typically realize
these improvements:
Expert Staff Acts on Your Behalf to Recover RevenueCyberSource complements your team with experts specializing in
chargeback recovery operations. We’ll manage revenue recovery and
provide consultation on process improvements and industry best practices:
• Capture more revenue (reclaim revenue otherwise lost to chargebacks)
• Convert fixed overhead costs into variable cost offset by guaranteed revenue
• Decrease time and expense associated with chargeback management
• Eliminate hassle and expense of staff training and turnover
• Scale operations on-demand as sales volume grows
• Daily monitoring and review of chargebacks by assigned CyberSource agents
• Assessment of re-presentment eligibility based on reasons for chargeback initiation
• Collection and preparation of documentation necessary for chargeback dispute
• Adherence to card industry standards for timeframe and documentation
• Management of all communications with issuers as related to this process
• Management of interaction with cardholders (as required to manage process)
• Monthly performance reporting and re-presentment statusing
Pay When RecoveredYou pay only when we recover
your money as a result of
successful chargeback
reversal.*
Win-Win
Approach
CHARGEBACK
RECOVERY SERVICE
Reduces
PCI
Scope
By outsourcing your
operations to CyberSource,
you also reduce your PCI
scope. Your staff no longer
interact with payment data.
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Solution SummaryPerformance
Management*
Screening
Management
Chargeback
Recovery
Fraud Management System & Validation Services
Decision Manager: Rule Management Console and Detectors
150+ detectors, including device fingerprinting/packet tracing
Business-user rule management console
Decision Manager: Case Management System
Case management console, all data in one place
Inline access to third party validation services
Expert advice (statistical “cloning” of best reviewer advice)
Decision Manager: Analytics Package
Test mode (assess rule impact before placing into production)
Profile and rule performance
Reviewer performance
Payer Authentication Service Optional Optional Optional
Fraud Management Strategy Design, Implementation and Monitoring
Risk Process Design & Strategy Development
On-site review of process and data histories
Rule and strategy definition for automated screening
Detector analysis and settings specification
Decision System Configuration, Testing, Training
Decision Manager integration support and testing
Rule configuration and testing
Case management queue configuration and testing
Staff training (as required)
Ongoing Performance Monitoring and Analysis
Assigned fraud analyst
Rule sensitivity analysis and threshold optimization
Screening profile and rule performance
Reviewer performance
Detailed reports: fraud, reject, review (weekly, monthly)
System Tuning & Updating
Define, test and deploy new rules/screening strategies
Define and deploy new case queuing parameters
Manual Order Review Operations & Facilities
Order Review Management (per your policies)
Cardholder and bank verification; public records checks
Other parameters per your policies
World Class Facilities & Branded Customer Touch Points
Dedicated toll-free phone number/your branding
Facilities: call center, redundant systems, IT, management
Chargeback Review & Recovery Management
Chargeback Recovery Operations
Chargeback review and analysis
Investigation with cardholders and banks
Data collection, packaging and representment
Detailed win/loss reporting (weekly and monthly)
World Class Facilities & Branded Customer Touch Points
Dedicated toll-free phone number/your branding
Facilities: call center, redundant systems, IT, management
*If Decision Manager system is purchased separately, purchase of Success Start Orientation Package is required.
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CyberSource Risk Management Solutions: Summary
Additional Information on CyberSource Managed Services
Risk Analysts
Minimum 5 years experience in related industries. Responsible for monitoring
transactions, Decision Manager/risk scoring performance, and developing
synthesized analysis and tactical recommendations.
Data Analysts
Quantitative experts with vast knowledge of CyberSource fraud and
authorization systems; able to research and develop queries on an as needed
basis. This position supports our risk analysts or specific requests from clients.
Risk Subject Matter Experts (SME)
Minimum 5-10 years experience in risk/fraud business practices for particular
industry models (retail, digital goods, subscription, membership, etc.) The Risk
SME is the CyberSource liaison with particular merchant industry organizations,
the card associations, and individual merchants. The SME brings a vast amount
of experience to risk management and online order management processes
and provides strategic recommendations and guidance.
Experts in:
Apparel, Consumer Electronics, Entertainment, eTail, Telecom, Travel
Sample Service Scenario
When
Post-
Agreement
Execution Week 1 Weeks 2 – 4 Weeks 5 – 8 Weeks 9 – 12 Weeks 13 – 52
Actions Conference call
to review
merchant project
timelines,
miliestones, and
identify internal
merchant
resource leads
Two day onsite review:
Business process
discovery
Order architecture
review
Fraud analysis and
strategy consulting
Decision Manager
configuration
Additional fraud
consulting
Additional product
training
Project advice and
guidance. Passive
testing and tuning of
rules/process.
Technical and
integration support
Managed risk
analysis
Performance
monitoring with
weekly metrics
review
Monthly
performance
reports
Technical and
operations support
Quarterly fraud
metrics review
Ongoing
performance
monitoring
Lead
Resource
Managed
Services Analyst
Solution
Architect(as needed)
Technical Account
Manager
Technical Account
Manager
(as needed)
Live
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CyberSource Risk Management Solutions: Appendix
www.cybersource.com 14 1-888-330-2300
Managed Services Terms & Conditions
Success Start Orientation Package
Our Success Start orientation package provides up to ten hours of expert guidance to support your successful configuration and use the
CyberSource Decision Manager global fraud management portal.
Orientation Sessions
Typically conducted via two, 2 hour training sessions facilitated by a
conference call and Microsoft LiveMeeting.
Review business model and order review process
Review data on average order size, average loss size and effects of
seasonality on business
Review existing fraud patterns (if data is available)
Business Center use (logging in, navigating)
Profile use (set-up, test and deployment)
Using Passive and Active modes
Country Selectors and Queue Definition
Merchant Velocity and Global Velocity settings/rules
Positive and Negative lists, and why important
Chargeback feedback loop; using Mark and Mark as Suspect and auto data
feeds for chargeback information
Case management system and configuration considerations
Reports and Analytics; introduction to Decision Manager reports and how to
use them to improve results
Advise on best practices for fraud management and order review
as appropriate
Follow-on Support
Six (6) hours of follow-on support as needed, covering:
Review education materials as necessary
Adjust profiles, profile selectors and velocity rules as
necessary (conducted via Microsoft LiveMeeting)
Provide any necessary integration assistance
Review operational and Passive Mode trial results
Structured checkpoint calls 30-60-90 days following
orientation to support best practices implementation
Recommended Participants
Representatives of all business areas impacted, including:
Accounting/Risk Management
Customer Support
Administration and IT Support
Screening Management
Service Terms and Conditions
Service fee includes CyberSource Premier Support, including a dedicated Technical
Account Manager.
Service fee is exclusive of Decision Manager (and any other) transaction fees.
Term for this quoted service is a minimum of 12 months. If you choose to cancel
Performance Monitoring after 12 months, but continue using Decision Manager, you
will be charged applicable transaction fees according to CyberSource’s current price
list.
Pricing includes up to five merchant login IDs for a single line of business; additional
merchant login IDs related to your same line of business will be available at an
additional charge; contact your CyberSource sales representative for a quote for
additional merchant login IDs or lines of business.
Pricing does not include travel and living expenses for onsite training, configuration,
or report delivery meetings. Any travel must be requested and approved in advance
by the merchant.
CyberSource Managed Service Analysts are available from 9am to 5pm, Pacific Time
on CyberSource business days.
CyberSource will provide one (1) dedicated toll free telephone number (800 number)
for cardholder contact and verification on your behalf.
All orders will be subject to a two (2) business day review window. The two business
day review window will mean that for all orders submitted to DM by 12noon PT, a
decision will be rendered by 4PM PT on the second following business day.
The order review services are available on CyberSource business days from 7AM to
4PM PT. All transactions submitted on non-business days (weekends, holidays, etc.)
will be reviewed the following business day.
Performance Monitoring
Service Terms and Conditions
Service fee includes CyberSource Premier Support,
including a dedicated Technical Account Manager.
Service fee is exclusive of Decision Manager (and
any other) transaction fees.
Term for this quoted service is a minimum of 12
months. If you choose to cancel Performance
Monitoring after 12 months, but continue using
Decision Manager, you will be charged applicable
transaction fees according to CyberSource’s current
price list.
Pricing includes up to five merchant login IDs for a
single line of business; additional merchant login IDs
related to your same line of business will be
available at an additional charge; contact your
CyberSource sales representative for a quote for
additional merchant login IDs or lines of business.
Pricing does not include travel and living expenses
for onsite training, configuration, or report delivery
meetings. Any travel must be requested and
approved in advance by the merchant.
CyberSource Managed Service Analysts are
available from 9am to 5pm, Pacific Time on
CyberSource business days.
If CyberSource Decision Manager is Purchased SeparatelyWe find customers achieve the best results when our Performance Management or Screening Management solution packages are used.
However, if you wish to purchase CyberSource Decision Manager separately, CyberSource requires purchase of this Success Start orientation
package to help ensure your success.
CyberSource Risk Management Solutions: Appendix
NORTH AMERICA
CyberSource Corporation
1295 Charleston Road
Mountain View, CA 94043
T: 888.330.2300
T: 650.965.6000
F: 650.625.9145
Email: [email protected]
EUROPE
CyberSource Ltd.
The Waterfront
300 Thames Valley Park Drive
Thames Valley Park
Reading RG6 1PT
United Kingdom
T: +44 (0) 118.929.4840
F: +44 (0) 870.460.1931
Email: [email protected]
JAPAN
CyberSource KK
3-11-11 Shibuya, Shibuya-ku
Tokyo, 150-0002 Japan
T: +81.3.5774.7733
F: +81.3.5774.7732
Email: [email protected]
www.cybersource.com
1-888-330-2300© 2008 CyberSource Corporation. All rights reserved. CyberSource is a registered trademark in the U.S. and other countries. ThreatMetrix is a registered
trademark of ThreatMetrix Corporation. All other brands, product names, and trademarks are the property of their respective companies.