Payment Testing: Start Before The Money Changes Hands

When most organizations think of payment testing, they focus on validating whether a payment transaction succeeds. Some may take a slightly broader view to consider refunds, transfers and cancellations. But those are only some of the components that go into the end-to-end payment experience. Ideally, payment testing should encompass the full range of activities surrounding the transaction. This includes each touchpoint that influences a customer’s ability to complete a transaction, as well as interactions before and after the payment that affect how a customer feels about the exchange.

The elements that require validation vary for merchants versus financial institutions and payment providers, but regardless of the role your organization plays, payment testing starts long before funds change hands. Here are some pre-transaction considerations for different players in the payment process.

If you’re a merchant:

• Make sure your prices are clear. Most people don’t appreciate unexpected taxes or fees. If there are special requirements to get benefits such as free shipping for orders over a certain threshold, or a minimum number of products to receive a sale price, communicate that up front. If you serve customers in different countries or regions, can shoppers see prices in their local currencies?
• Let customers know what payment methods you accept. Whether it’s through signage in a physical store or options on your checkout page, allow shoppers to quickly find out whether they can use their preferred means to pay. Payment methods should reflect local preferences, which often shift over time. Revisit the methods you accept on a regular basis to ensure they align with what your customers want. There’s an operational readiness element here as well – in-store staff need to know which payment instruments you accept and how to process more complex payments, such as split transactions or those that use store credits, gift cards, and rewards points.
• Establish trust and security. Display trust badges, SSL certificates, and security logos. Make your refund, return, and privacy policies easily visible. If you’re integrating with third parties or need authentication as part of a process, make sure customers understand what you’re asking for and why you need that information.
• Don’t force online shoppers to create accounts. Allowing shoppers to check out as guests can remove a potential barrier. Many buyers prefer the option to create an account post-purchase, using the information they’ve already provided. If shoppers do have accounts, however, make it easy for them to add and remove payment instruments.

If you issue payment instruments:

• Make it easy for customers to use them for both digital and physical checkouts. There are a number of ways to do this, including integration with digital wallets and peer-to-peer payment platforms, supporting tokenization, and working with merchants to support card-on-file use.
• Offer easy card management through your app and/or mobile site. Give cardholders confidence that their cards will work whenever and wherever needed. Allow customers to check balances, manage travel notifications, and freeze/unfreeze cards easily on the go.
• Educate customers on how their cards work. Let them know about fraud protection, cashback or rewards programs, balance transfers, how long it may take for returns or credits to appear on accounts, and penalties for late payments, overdrafts or exceeding credit limits.
• Educate merchants as well (if you’re a card brand or network). Make sure that merchants understand the fee structure and the benefits of accepting your cards.

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