Do you use 'Verified by Visa/Securecode'?

[SharonS]

I'm about to launch my ecommerce site (womens clothing) but I'm undecided as to whether I should use the 'Verified by Visa/Securecode' enhanced protection for payment processing. My concern is that it may lose me sales as I know I have got to that stage on a site before, forgotten my password and abandoned my cart.

I would be grateful to hear any positive or negative feedback, whether you think its worthwhile or if you don't use it because it impacts sales.

Sharon

 

[crossdaz]

I'm about to launch my ecommerce site (womens clothing) but I'm undecided as to whether I should use the 'Verified by Visa/Securecode' enhanced protection for payment processing. My concern is that it may lose me sales as I know I have got to that stage on a site before, forgotten my password and abandoned my cart.

I would be grateful to hear any positive or negative feedback, whether you think its worthwhile or if you don't use it because it impacts sales.

Sharon

The thing I hate about verified by visa is that you have to have a very long password and it's easy to get it wrong. I don't know if it impacts sales but my hunch is that it must do.

 

[TotalWebSolutions]

By not having this system you may well lose sales from customers who are signed up to the schemes. You should also check with your payment provider whether they will still allow Maestro transactions through the website without 3D Secure - as this is mandatory for Maestro card holders.

 

[Bill1954]

We use it and, although we still have orders fail at the payment stage, further investigation has shown that it has nothing to do with 3D secure. If you don't use it you are leaving yourself open to more possible fraudulent transactions

 

[Parrot Hosting]

Additionally, the 3D secure always gives the user the opportunity to reset their password by going through a quick check procedure. This has actually proved very useful on occasion for me and I suspect for most people who tend to forget things when not used often.

I would run it and know that you have the added security and risk the occasional 'berk' like me who forgets.

 

[privateer]

You do have to assess the risk, and that will vary by type of product and customer. I decided not to use it, as the risks of fraud are lower for my type of product.

As a consumer myself, I hate encountering it on checkout. Partly because I have several cards and am not registered with all of them.

 

[deniser]

We use it for Maestro only.

I don't know if the 3D secure puts them off but we get very few maestro transactions.

 

[goldenspiralstudios]

As you say there is a risk of loosing sales but on the other side is it worth to protect from fraudulent transaction. You just got decide if it's worthed with the kind of product your are selling.

Cheers!
Goldenspiralstudios.com,
FREE One-Click Cart Checkout, Magento Extension

 

[ikatsally]

I always forget my secure password, and have to ask for a replacement one to be sent. Usually its instant so I can then proceed with the purchase. However it is a real pain sometimes, and I have on occasion abandoned a purchase - just too many forms to fill!

 

[andygambles]

End users hate it, as do I. We spend vast amounts of energy to educate users to be wary of dodgy sites asking for passwords then we redirect them to a wierd looking login page with in some cases a non descript URL.

I have it only enabled for Maestro cards where it is mandatory.

 

[privateer]

However it is a real pain sometimes, and I have on occasion abandoned a purchase - just too many forms to fill!

Yup - that happened to me yesterday. For whatever reason, a purchase failed after 3D verification. I was sure the code was correct, but it failed a second time. So I tried to choose another 3D code and couldn't because I don't know the credit limit on that particular card.

 

[Jake_Howie]

Security and fraud issues are on the mind of every business owner, but more so every consumer. Having Verified by Visa will be a relief for many customers, as they won't feel as worried purchasing from a new website if they know they can't lose money. Sure, it can be annoying logistically, but I assure you it's a positive thing for the average consumer!

 

[andygambles]

Security and fraud issues are on the mind of every business owner, but more so every consumer. Having Verified by Visa will be a relief for many customers, as they won't feel as worried purchasing from a new website if they know they can't lose money. Sure, it can be annoying logistically, but I assure you it's a positive thing for the average consumer!

How does verified by visa assure customers that they can't lose money?

 

[Aces]

Its safer and protects your customers although it can be tricky when you forget your password

 

[andygambles]

Its safer and protects your customers although it can be tricky when you forget your password

Again somebody please explain how it makes the customer feel safer and protects them?

Verified by visa actually offers the merchant more protection. If a payment is made with verified by visa then the bank guarantees the funds against unauthorised payment chargebacks.

It offers no extra protection to the customer because many sites simply skip it. It is also extremely easy to create a fake "verified by visa" page. What customer knows the URL they should see when paying with their HSBC/LoydsTSB/Santander visa card? How does the customer know the verified by visa page is legitimate and not a phish?

So the customer gets phished and someone buys something using verified by visa. Bank says to customer "Sorry but you must have given away your vbv password because this transaction was verified. Therefore you (the customer) are liable.

 

[Aces]

Maybe I should have said I feel safer with verified by visa, never had such issues where the site I buy from skips the verified page and in cases where I cant make out if the payment went through I usually get a call from verified by visa asking me to confirm or authorise payment.

I am sure other banks will have security checks in place to protect the customers, that should be the aim of a business, putting clients and customers first.

Again somebody please explain how it makes the customer feel safer and protects them?

Verified by visa actually offers the merchant more protection. If a payment is made with verified by visa then the bank guarantees the funds against unauthorised payment chargebacks.

It offers no extra protection to the customer because many sites simply skip it. It is also extremely easy to create a fake "verified by visa" page. What customer knows the URL they should see when paying with their HSBC/LoydsTSB/Santander visa card? How does the customer know the verified by visa page is legitimate and not a phish?

So the customer gets phished and someone buys something using verified by visa. Bank says to customer "Sorry but you must have given away your vbv password because this transaction was verified. Therefore you (the customer) are liable.

 

[PayPoint net]

Consumer research that we have has commissioned in the past shows that many consumers look for reputable logos of card schemes when shopping online. On a personal note, when I'm shopping online and I use these schemes it does increase my confidence in the brand / website that I'm purchasing on as I can see that efforts are in place to secure my transaction.

Siobhan

 

[freshpurple]

And yet, on a related note, my bank (MBNA) just sent me an e-mail today saying that:

What's changing?

You may have heard of Verified by VISA and MasterCard SecureCode, more commonly known as 3D Secure, and the need to enter a security code before confirming your purchases online.

From now on you will no longer need to do this.

All online payments will be authorised instantly, whilst still providing all the security features you have come to expect from us.

Occasionally you may be prompted to verify your purchase online by entering certain security information as an extra step in keeping you safe online.

[FONT=&quot][/FONT]

:| How very odd. I guess it has been unpopular enough with their customers... but no real idea what (if anything) they are putting in place to replace it!

 

[andygambles]

It is hugely unpopular with both merchants and customers. It only benefits the banks.

When we did have it briefly enabled abandoned carts went through the roof and support tickets were all "unable to pay"

I hope it goes full stop.

 

[ian-d]

Verified by visa actually offers the merchant more protection. If a payment is made with verified by visa then the bank guarantees the funds against unauthorised payment chargebacks.

Not entirely true, there are lots of "conditions" of its use that merchants don't realise. The main one being that if all AV2, Address and 3D Secure checks past, if the customer selects a different delivery address, you are no longer protected against chargebacks. This is because 3D Secure passwords can be easily changed by fraudsters simply by having access to the customers address and date of birth...something they usually have when stealing the card, or can easily obtain.

The system does instill false confidence in the consumer which is great, but I've personally not seen a great number of failures from my customers apart from those with Spanish cards, as they are a little slow to catch up over there. I've only had a single chargeback request which I could refuse on the basis of accurate/validated 3D Secure password (to billing address) but other than that, I implimented it purely because Maestro was an important card to offer at the time (is Maestro even used anymore!!!).

Would I switch it off? Probably not, because it is at least an additional check and does help, but having 3rd Man results certainly makes more decisions for me than 3D Secure.

 

[HungryHorse]

I can't believe that consumers are having so much problems with this.

It's not hard to remember and type in a password for your card. It's like Chip & Pin but online, now if somebody steals my card details they can't just enter the card info online and then order things using it.

Well, that's what I thought until I read the above post which is quite worrying. Still, 3D Secure is absolutely not a problem in terms of quickly entering the password.

Merchants not being protected from chargebacks when, for example, the postal address doesn't match the card address isn't a bad thing and the solution is simple - require new customers to have deliveries only made to their billing address.

For the record... if there were two companies selling one product online which I wanted, both with the same reputation, both with the same pricing etc - basically perfectly identical apart from the fact that one uses 3D Secure and one doesn't... I'd certainly go with the 3D Secure site!!

In regards to forgetting passwords etc, well, like I said - it isn't too hard to remember a password. The one time I did forget my password for one card, I followed the procedure on screen and was asked to ring a number where my details were verified and I was allowed to set a new password. All within 5 minutes in the evening and I continued to make my purchase, happy days.

 

[Deleted member 113575]

The 3D Secure window that pops us is 100% controlled by the bank in terms of:
- configuration
- design
- how you can change the password

Every bank chooses a different user experience, hence the confusion.

Some banks give you a personal greeting so when the page pops up you see the greeting and you know it is not a fake page. Others do not.

I would say that the UK market & UK consumers are more comfortable with 3D secure that other markets.

Will it go away? Not sure...I hear that Maestro is pushing a fairly large number of cards in Europe, India has mandated that any ecommerce transaction needs to be 3D Secure and Australian banks decided that any card issued will have a 3D Secure password.

Has it been poorly implemented? Yes...

Would be interested to hear more thoughts from members.

Best, Dimitrios

 

[andygambles]

Then there are all the times the 3D Secure page timesout. When the customer rings you for the password (I had this happen) when the bank does not make it clear how to set or change the password but makes it mandatory on the customers card.

Plus as has beene ruined some let you reset the password by just knowing the DOB and/or billing address which is pointless.

 

[ian-d]

One of the biggest problems too is that 3D secure failures often lead to the bank authorising the transaction anyway, but it not completing at the payment gateway end, so you end up with a shadow placed on the funds meaning you have to contact the customer and explain you need their card details to manually process the payment through. This usually leads to questions from the customer on why you need the card details and whether you'll be charging them twice, as after all, to them it looks like the money has left the account.

The one great thing about 3D secure though is definately that if I see all checks have passed and the billing/delivery address is the same, I have no hesitation in sending the order out regardless, as I'm fully protected (just not if the delivery address is different).