Recommendations and Best Practice

Recommendations and Best Practice
14.10.2014
Bert Baumann
Technical Consultant
PayPal Germany
01
WPS vs EC Technology
Magento and PayPal
Different technologies
PayPal always recommends the usage of EC Technology
API Benefits
Scaling and Flexibility
•
Automize different back-office processes.
•
To become scalable with WPS you have to use API-technology
(Tracking, Reporting, Refunds)
•
Within the API-Response you will recive important informations
(e.g. PayerID for loyalty programms or fraud prevention).
•
Integration of POS will only be possible via ECx-APIs
API Benefits
Scaling and Flexibility
•
Express Checkout Shortcut will be available
•
In-App Integration is not available via WPS
•
The completion of sale is at the merchant side with the integration of API
•
X-/up-selling after completion of sale
•
Even more amazing PayPal solutions are available
•
•
•
•
deffered settlement
Subscriptions
Callback API
and many more
API Benefits
Security and more
• More and even better possibilies for debugging.
• HTML call could be manipulated before it is passed to the PayPal environment
(so u have ever to use Instant Payment Notification for proof for corectness)
• Think about smooth checkout flows like seamless checkout:
02
Seller Protection
Magento and PayPal
System => Configuration => Payment Methods => PayPal Payment Solutions
PayPal Seller Protection
Seller Protection Cases
• Reversals of bank account payments; including all risks of direct debiting (non-sufficient funds,
unauthorized access, returns).
• Chargebacks from credit card payments.
• Reversals due to unjustified claims under the terms of PayPal Buyer Protection or the PayPal
Standard Buyer Complaint Process.
• Chargebacks from payments not authorized by the owner of the PayPal Account.
• For the full PayPal Seller Protection Experience – please visit:
https://www.paypal.com/de/webapps/mpp/ua/sellerprotection-full?locale.x=en_DE
PayPal Seller Protection
Seller Protection Coverage and not covered
• The item purchased is a tangible, physical item that can be shipped.
• Furthermore, the following items/cases are not covered
• Non-tangible goods, services, gift vouchers, airline tickets, downloads, software licenses and other
non-physical goods
• Vehicles with a motor, especially automobiles, motorcycles, boats and aircrafts
• Items that cannot be shipped
• Items picked up by the Buyer
• For the full PayPal Seller Protection Experience – please visit:
https://www.paypal.com/de/webapps/mpp/ua/sellerprotection-full?locale.x=en_DE
PayPal Seller Protection
Eligibility
• PaymentStatus == Complete
• Reply to any requests PayPal
• item not violate the PayPal Acceptable Use Policy
• shipped the item and PayPal is provided proof of shipment
• sent the item to the correct shipping address
• the Seller must have shipped the item within 7 calendar days after receiving the payment
• Ensure via PaymentAction (!)
• For the full PayPal Seller Protection Experience – please visit:
https://www.paypal.com/de/webapps/mpp/ua/sellerprotection-full?locale.x=en_DE
03
Best Practices
Increase Conversion Rate
We’re aiming for
the best possible
implementation…
…to provide
the perfect
user experience
Sales
Win Win
Experience
User Experience
Analytics
Best Practices
Data Research
AB Testing
API Analysis
Operational
Improvements
04
User Experience
User Experience FrontEnd
Some user Experience Criteria
•
PayPal Logo – Startpage
•
PayPal Logo – Product Detail Page
•
Guest Checkout available
•
PayPal Logo and Text – Payment Method
•
„What is PayPal?“ – Pop-Up
•
No Surcharging
•
Pass line items and Merchant Logo
PayPal Login
LOGOIMG
HEADERIMG
€100,00
€100,00
max@mustermann.de
max@mustermann.de
Abbrechen und zurück zu Händlername.
PayPal Review
Warenkorbübersicht
€100,00
€100,00
Händlername
Händlername
Artikelname
Max Mustermann
Versandkosten
Musterstr.
1 12345 Musterstadt
Zwischensumme
Zwischensumme
Artikelname
€100,00 EUR
Max Mustermann
Versandkosten
€5,00 EUR
Musterstr.
1 12345 Musterstadt €100,00
Zwischensumme
EUR
€100,00 EUR
Zwischensumme
€5,00 EUR
EUR
€100,00
€105,00 EUR
€100,00
€105,00 EUR
€100,0
0
Abbrechen und zurück zu Händlername.
Abbrechen und zurück zu Händlername.
Payment Processing with PayPal
PayPal Express Checkout Shortcut
product
detail page
start
paymentflow
pages not longer necessary
PayPal Express
shopping
cart
registration
shipping
address
selection of
payment
method
order
overview
PayPal Login
PayPal
Review
order
confirmation
Impact Conversion Rate
AB Testing – Example Merchant Data

1,27

0,52

0,13

0,04
0,17


0.97
PP Logo
Homepage
ECS
PP Logo
Payment Page
PP USP
PP
Pre-selected
What is PP
CR
+2.76%
05
Analytics
PayPal Data Research
Startseite
PayPal Login Page
Produktseite
Warenkorb
Accounterstellung
PayPal Review
Page
Bestell-
Adressdaten
PayPal Login
übersicht
PayPal
Review
Auftragsbestätigung
PayPal Data Research
Conversion rate potential
Example
45.12% Drop Off
Industry
29.53% Drop Off
PayPal Data Research
Conversion rate potential
2,39%
5,15%
API Analysis
API Error Potential Report
Category
Description
Effort
Sales Impact
Flow Change
2% of Do Express Checkout API failures are returning error
code 10486. When this error is received the buyer should
be redirected back to PayPal to select a different payment
source and the first one they selected failed
Medium
+$30k/month
API Error
2% of Get Express Checkout API call failures are due the
express checkout token being invalid. Research issue with
merchant to determine why this is happening. Error code:
10410
Medium
+$38k/month
Medium
+$0k/month
GetEc is missing token (Tokenhandling review)
Account
Configuration
22% of Do Refund API failures are due to the refund being
sent outside of the refund period. Work with merchant to
determine if the refund period should be extended to better
match their business logic. Error code: 10009
* - Status: C = Complete, IP = In Progress, D = Deferred
API Analysis
Solution - 10486 Decline Recovery
1. Upon receiving 10486 error code (funding
source decline)
2. redirect the buyer back to PayPal.
3. On the PayPal page, the buyer is presented
with an error message explaining the
reason for the decline. Additionally, the
buyer is given the option to select an
alternate funding source or add a new one.
4. After the buyer changes the financial
instrument, you can reattempt sending the
payment and complete it successfully
06
Operational Improvements
Authorization / Capture (AC1)
≤ 29 days
3 days
Auth create
Auth expiry
Honor period expiry
Funds held
Capture can be attempted
however risk of declines
Details https://developer.paypal.com/docs/classic/admin/auth-capture/
Order / Authorization / Capture (AC2)
30 to 365 days
Order
create
Order expiry
29 days
3 days
Auth Honor
Expiry
Auth create
Funds held
Auth Expiry
Capture can be attempted however risk
of declines
Details https://developer.paypal.com/docs/classic/admin/auth-capture/
Visit: www.PayPal.de
Join: www.paypal-optimizer/ab-testing
07
Back up
Login mit PayPal
Die einfache und sichere Art sich einzuloggen.
Login mit PayPal – Szenarien
Verkürzter Checkout
Kontoerstellung möglich
Bezahlung
Datenau
s-tausch
Login Funktionalität
Login
Login mit PayPal
Konzeptioneller Fluss für Anmeldung auf URL
Startseite
Anmeldung
Startseite
(angemeldet)
Ja
Login
mit
PayPal
Händlerfluss
Übersprungene Seiten
Login mit PayPal Fluss
Nutzer
bekannt
?
Nein
Zustimm
ung
Datenübergab
e
Login mit PayPal
Konzeptioneller Fluss beim Checkout
Vorausgefüllt
Startseite
Produktseite
Warenkorb
Anmeldung
Login
mit
PayPal
Händlerfluss
Übersprungene Seiten
PayPal Fluss
Login mit PayPal Fluss
Adresseingabe
Zustimmung
Datenübergab
e
Bezahlmetho
-denauswahl
Bestellübersicht
Bestellbestätigung
PayPal Login
PayPal
Review
Seamless Checkout ab API
Version 95.0 möglich
Login mit PayPal auf URL
Login mit PayPal – Eingabe der PayPal-Daten
Login mit PayPal
bei Händlername.
Was ist das?
Login mit PayPal
bei Händlername.
Login mit PayPal – Zustimmung Datenübergabe
Händlername bittet um folgendes:
Händlername bittet um folgende
Zustimmung:
Händlername.
Login mit PayPal – Datenübergabe
PayPal
Conversion rate potential
Startseite
PayPal Login Page
Produktseite
Warenkorb
Accounterstellung
PayPal Review
Page
Bestell-
Adressdaten
PayPal Login
übersicht
PayPal
Review
Auftragsbestätigung