Payment fails (for example insufficient funds, or card declined) in general, we find about a 2% fail rate generally acceptable. This is because increasing more stringent restrictions would lower that rate and would lead to lower overall revenue. It's better to let a few bad transactions through and capture more revenue overall. If you see a user abusing the system, you can ban them. We also have automations that will retry the failed payments over time, and then manual attempts will occur from headquarters. We can also adjust the overall pricing model slightly reducing the total amount for purchased powerbanks, high total amounts can result in 3DS authentication which can pause a transaction. Lastly we have a debt settlement process that will kick out those users for future rentals until debt is paid.
Users with a negative rental history will be automatically suspended. This process involves several steps to resolve outstanding balances. Screenshots below detail this flow. Our existing payment strategies, including partial payment capture, authorization charges, and automatic retries for failed payments, along with manual capture options will also capture these failed payments. These antifraud measures combined with adjustments to the pricing model, are designed to optimize revenue. Additionally, a feature to ban users who misuse the system is available. You can do this directly from the Dashboard:
Go to the main menu
select 'Users,' pick the user in question
and then use the 'User Actions' in the top right to select the 'Ban' option.
This process is identical if you wish to designate a user as an 'Ambassador' in your market. Ambassadors won't be charged for rentals, but there are limits on the number of concurrent rentals and total rentals per week.
In our experience, a user is either a normal behaving user or they are attempting to steal powerbanks. Thieves never pay, a regular user can potentially have a failed payment. We don't want to ruin the user experience for regular users, especially as they are often stressed with low battery. Providing a better user experience for the overwhelming majority of users is our goal, making a more stringent process for all users for a few edge-case scenarios would in general end up reducing overall revenue.
Screenshots below of the debt settlement process for users:
