Customer experience
Customer Initiated Transactions (CIT)
CIT are transactions happening on a checkout page (e.g.: straight sales or initials).
Flow
- The customer proceeds to check out and provides their details and payment info. If the payment transaction is accepted, FlexFactor remains invisible.
- If the customer payment transaction is declined, FlexFactor is invoked. The customer is not informed of the declined payment and Flex assesses the transaction within a couple of seconds. If the transaction is not eligible, our service responds with a decline. The customer in this case is shown the usual payment decline message. If the transaction is eligible, our service responds with a session key, used to activate our UI widget. This might trigger our UI to request some additional info from the customer. Most times however this is not required and the customer experience is completely frictionless.
- Payment transaction is confirmed by FlexFactor. This confirmation is notified via the webhook and is also available via API. Since most of FlexFactor orders do not require any customer interaction, in most cases the customer's experience is completely frictionless.
User Experience
Try it on the Demo Shop
To visualize the CIT customer experience on the checkout page, you can try it yourself on the Demo Shop.
Scenario 1 - Frictionless rescue: no user interaction required
.](https://files.readme.io/069bb63-image.png)
This is the default flow in the Demo Shop.
Under this scenario, FlexFactor rescues the payment transaction without asking for any customer interaction. Customers are just informed that their order was successful and are redirected to the success screen of the merchant.
Scenario 2: Rescue requiring some user interaction
.](https://files.readme.io/f29024e-image.png)
To see a transaction rescue with a challenge, select 'User interaction required, leading to acceptance' from the Demo Shop.
Under this scenario, FlexFactor needs to interact with the customer and ask for some additional information. For example, if the CVV provided by the customer was wrong, we would ask for the CVV again.
Example of information request where the CVV is incorrect.
Scenario 3: Payment transaction is declined by FlexFactor
](https://files.readme.io/54484c4-image.png)
To see a decline from FlexFactor after a user challenge, select 'User interaction required, leading to decline' from the Demo Shop
Under this scenario, the declined transaction sent to FlexFactor is considered not eligible for our service. In this case the decline is confirmed by FlexFactor and the customer is redirected to the decline screen of the merchant.
Merchant Initiated Transactions (MIT)
MIT are transactions where the merchant initiates the payment on behalf of the customer, without the customer actively participating in the transaction (e.g.: recurring subscriptions).
Flow
On a decline of a recurring payment, transaction is sent over to FlexFactor for a period of time.
During this period, FlexFactor will send status update notifications via webhook:
- approved: transaction was rescued by FlexFactor
- expired: FlexFactor wasn't able to rescue this transaction during the expiry date.
User Experience
For the MIT use case, most of the time there is no interaction required but, depending on the decline error, we might contact the customer via email or SMS inviting them to provide an alternative payment method.
Updated about 1 month ago