Payment Analytics

Our PaymentClosed Exchange of money for goods and services in an acceptable amount to the customer where the payment amount has been agreed upon in advance. The customer can only pay with an accepted payment method. Each payment has an individual payment cost. Analytics dashboard allows you to gain valuable insights into your payments data, empowering you to take timely and informed decisions based on recognized and emerging patterns. Start using our dashboard to compare payments performance based on product, country, date, payment methodClosed Describes the actual payment method used by the customer to complete the purchase, for example, Visa, wire transfer, or SEPA Direct Debit., and more. You’ll be able to address important business inquiries such as:

  • identifying the payment methods that generate the highest revenue,
  • tracking your payment success rate,
  • evaluating credit card schemes with optimal authorization rates,
  • assessing the impact of Cleverbridge's revenue retention tools on your revenue streams.

For more information, see Revenue Retention Tools in Collect Failed Online Payments Automatically.

To access payment analytics, go to the main menu of our web admin tool and click Analytics > Payments.

Important

You can access the payment analytics embedded into our web admin tool once you complete the onboarding process successfully. For more information, contact Client Experience.

Tip

Like the Business Intelligence (BI) tool, Payment Analytics provides data to be used as a reference and not for accounting purposes. If you want to generate reports for accounting purposes, use the clearing reports available in Commerce Assistant. For more information, see Important Information about Business Intelligence Reporting.

Key Terms

Field Description
Payment Success Rate This metric reflects how many accepted and authorized payments are converted to paid orders. Paid orders include one-time purchases, initial subscription payments, and recurring subscription payments. In Payment Analytics, the payment success rate is calculated as the number of paid orders divided by the total number of authorized orders. This metric includes all purchases that were paid at some point. Payment success rate excludes chargebacks and refunds.
PurchaseClosed An order made by a customer and the records associated with it. Authorization Rate

Percentage of orders that are successfully approved by the card issuer. The authorization rate is calculated as the number of paid orders divided by the total number of submitted orders. It includes all purchases that were paid at some point and excludes purchases without a transaction (Purchase orders). The purchase authorization rate also excludes chargebacks and refunds. This metric is calculated for Visa, Mastercard, and American Express.

Example

A purchase success rate of 100% would indicate that of 100 incoming orders, 100 led to a successful orderClosed An agreement between a seller and a buyer to exchange goods and/or services for money. An order can: - contain multiple products and quantities; - have multiple financial transactions. A preorder authorization is considered an order. that at some point switched to a Paid status. A purchase success rate of 50% therefore would mean that of 100 incoming orders, 50 were successfully processed and paid at some point, whereas the other half would have not been successful (like when the customerClosed An individual or business purchasing your product or service by placing an order through Cleverbridge. The customer is the end user of this product, as they are not allowed to resell the purchased products or services. ​ A customer is unique per client. If a customer purchases products or services from two different clients, there are 2 separate records of said customer.​ doesn’t complete the 3D Secure process or their PayPal payment.
Net Revenue Amount of net revenue generated by paid orders based on the exchange rate at the time of the transaction. All discounts and shipping costs are subtracted from the net revenue, while Cleverbridge fees and affiliateClosed An individual or a company that markets a product to potential customers. The Affiliate receives a commission on a specific action (also called event: e.g., sale, lead, click, visit etc.) previously agreed upon with you, the advertiser. Each action is tracked via a unique tracking link from Partnerize.​ ​An affiliate is also called a publisher. commissions are included in the net revenue.
CC Net Revenue The same definition applies as the one used for Net Revenue but CC Net Revenue is specifically calculated for Visa, Mastercard, and American Express.
Submitted Orders Include successfully created orders for which payment details were received by the payment processor. Submitted orders include all transactions that were successfully submitted at some point. Transactions associated with chargebacks and refunds are excluded.
CC Submitted Orders

The same definition applies as the one used for Submitted Orders but CC Submitted Orders is specifically calculated for Visa, Mastercard, and American Express.
Paid Orders

A paid order is a successfully processed order when payment is received, and information about product delivery is dispatched.

The Paid Orders metric covers one-time purchases, initial subscription payments, and recurring subscription payments. This metric encompasses all purchases that have been paid at some point, regardless of any subsequent chargebacks or refunds. Even in cases where there is a reversal of funds back to Cleverbridge, in form of refunds or chargebacks, or a cancellation, the purchase is still considered successful.
CC Paid Orders

The same definition applies as the one used for Paid Orders but CC Paid Orders is specifically calculated for Visa, Mastercard, and American Express.
CC Decline Rate Percentage of credit card orders declined by card issuers. The decline rate is calculated by dividing the number of declined orders by the total number of submitted orders.This metric includes all transactions that have been declined at some point and excludes chargebacks, refunds, and transaction-less purchase attempts (Purchase orders). This rate is specific to Visa, Mastercard, and American Express transactions.
Authorized Orders Orders that are submitted to and approved by a payment service provider/acquirer.
Recovered Renewal Revenue Revenue recovered by Cleverbridge revenue retention tools that would otherwise be lost due to failed credit card authorizations. Revenue retention tools include Account Updater, Expiration Date Checker, Dynamic Re-Routing, and Retry Logic.
Renewal Recovery Rate Revenue or orders recovered by Cleverbridge revenue retention tools divided by total revenue or missed orders because of failed credit card authorizations. Failed authorizations can have valid reasons and may not be recoverable. This rate is calculated as follows: recovered renewal revenue/ potential revenue loss *100.
Failed Authorizations Revenue or orders missed because of failed credit card authorizations. Failed authorizations can have valid reasons and may not be recoverable.
Revenue Retention Tool Uplift Represents the percentage increase in revenue or orders achieved by leveraging Cleverbridge’s retention tools such as Account Updater, Expiration Date Checker, Dynamic Re-Routing, and Automatic Retry.
Updated Cards Orders where the related credit card information was sent to the credit card companies and requests up-to-date card details, as the renewal takes place soon and the account updater identified outdated credit card information related to that order. This tool applies only to renewal payments.
Paid Orders with Updated Cards Orders that were converted into renewals because their expiration date was successfully updated.
Account Updater Success Rate Orders with updated cards that were converted into successful renewals. Calculation: (Paid orders with updated cards/orders with updated cards) * 100
Checked Expired Cards Orders, where the related credit card expiration date was successfully updated based on Cleverbridge’s in-house BIN (Bank Identification Number) logic. This logic applies only to renewal payments.
Paid Orders with Checked Expired Cards Orders that were converted into renewals because their expiration date was successfully updated.
Expiration Date Checker Success Rate

Share of orders with successfully updated expiration date using the expiration date checker that was converted into a successful renewal. This rate is calculated as follows: paid orders with checked expired cards/order with expired cards checked * 100.

Re-routed Orders Orders that are routed and delivered to secondary acquirers, because the initial attempt to deliver those orders to primary acquirers failed. An acquirer is a bank or financial institution that processes credit or debit card payments on behalf of Cleverbridge. This tool applies to both initial and recurring subscription payments, as well as one-time purchases.
Paid Re-Routed Orders Successfully re-routed orders that were converted into renewals.
Re-routing Success Rate

Share of successfully re-rerouted orders that was converted into renewals. This rate is calculated as follows: paid re-routed orders/rerouted orders) *100.

Order Retries Orders where we successfully applied our retry logic, meaning where we attempt to re-process failed payments successfully after certain periods. This can be applied to both initial and recurring subscription payments, as well as one-time purchases.
Paid Retried Orders Successfully retried orders that were converted into renewals/paid orders.
Retry Logic Success Rate Share of successfully retried orders that were converted into renewals/paid orders. This rate is calculated as follows: paid order retries/ order retries * 100.

Payment Analytics Pages

By clicking on Filter icon in the top right corner you will see a list of filters you can apply to the report. For descriptions, see Filters. In Payment Analytics, you can also use dimensions to view data at a granular level. For more information, see Dimensions.

The Payment Success page contains three tabs that offer a deep dive into the elements of the payment success rate: Submitted orders, Paid orders, and Net Revenue.

Payment Success Rate

This metric reflects how many accepted and authorized payments are converted to paid orders. Paid orders include one-time purchases, initial subscription payments, and recurring subscription payments. In Payment Analytics, the payment success rate is calculated as the number of paid orders divided by the total number of authorized orders. This metric includes all purchases that were paid at some point. Payment success rate excludes chargebacks and refunds.

Submitted Orders

Total submitted orders for the selected period and the same period last year. Total submitted orders are orders that are successfully created and for which the payment processor has received the payment details. This metric includes all transactions that are successfully submitted at some point, excluding those related to chargebacks and refunds.

Paid Orders

Number of orders that were paid for, for the selected period and the same period last year. An order is considered paid for once it is successfully processed, the payment is received, and information regarding product delivery is sent. Paid orders encompass one-time purchases, initial subscription payments, and recurring subscription payments. This metric includes all purchases that have been paid for at any point while excluding chargebacks and refunds. Even if there is a subsequent flow of money in the opposite direction back to Cleverbridge (such as a refund or chargebackClosed A credit card chargeback, typically referred to as chargeback, occurs when a customer successfully disputes a transaction on their bank report. Unlike a refund, where Cleverbridge proactively returns the amount to the customer, a chargeback involves the customer's bank automatically withdrawing the amount from Cleverbridge's account. Cleverbridge can contest illegitimate claims, but the card organization makes the final decision. Successfully contested chargebacks still contribute to the chargeback ratio.) or a cancellation after a successful payment, the purchase is still considered as successfully paid.

Net Revenue

Net revenue for the selected period and the same period last year.

The purchase authorization page includes information on purchase authorization rates, submitted orders, paid orders, and net revenue, along with historical data for comparison. The Purchase Authorization page has the following graphs.

Purchase Authorization Rate

Percentage of orders that are successfully approved by the card issuer. The authorization rate is calculated as the number of paid orders divided by the total number of submitted orders. It includes all purchases that were paid at some point and excludes purchases without a transaction (Purchase orders). The purchase authorization rate also excludes chargebacks and refunds. This metric is calculated for Visa, Mastercard, and American Express.

Example

A purchase success rate of 100% would indicate that of 100 incoming orders, 100 led to a successful order that at some point switched to a Paid status. A purchase success rate of 50% therefore would mean that of 100 incoming orders, 50 were successfully processed and paid at some point, whereas the other half would have not been successful (like when the customer doesn’t complete the 3D Secure process or their PayPal payment.

The Purchase Authorization Rate graph displays the following data:

  • Purchase Authorization Rate: for the selected period and the same period last year
  • Revenue Retention Tools Uplift: Percentage increase in revenue or orders achieved by leveraging Cleverbridge’s retention tools such as Account Updater, Expiration Date Checker, Dynamic Re-routing, and Automatic Retry..

CC Submitted Orders

Number of submitted orders placed using credit cards for the selected period and the same period last year. An order is considered submitted once the order is successfully created and the payment processor has received the payment details. This metric includes all transactions that have been successfully submitted at some point and is calculated for Visa, Mastercard, and American Express. The CC Submitted Orders metric excludes transactions related to chargebacks and refunds.

CC Paid Orders

Number of orders that were paid for, for the selected period and the same period last year. An order is considered paid once the order is successfully processed, payment is received, and information about product delivery is sent. Paid orders include one-time purchases, initial subscription payments, and recurring subscription payments. This metric defines all purchases that were paid at some point and is calculated for Visa, Mastercard, and American Express. The CC Paid Orders metric excludes chargebacks and refunds. If after a successful payment, there is a flow of money in the opposite direction back to Cleverbridge (for example refund or chargeback) or a cancellation, the purchase is still considered successful. The CC Paid Orders metric excludes purchases without a transaction (Purchase orders).

CC Declined Orders

Number of orders submitted but not successfully paid using credit cards during the selected period and the same period last year. An order is considered declined when the transaction payment is attempted several times but rejected due to various factors. This metric is specifically calculated for Visa, Mastercard, and American Express.

There are three types of decline:

1. Authentication Decline occurs when transactions are enrolled in 3DS but not yet authorized. The reason for this decline is called Strong Customer Authentication.

2. Hard Decline occurs when the customer's bank refuses the payment for various reasons, such as when the card is reported lost or has expired. Hard declines are permanent and not recoverable. Cleverbridge is unable to assist with these declines. Possible reasons are:

  • Card Expired: The transaction is declined due to an expired card.
  • Acquirer/Issuer Suspected Fraud: The acquirer/issuer suspects the order is fraudulent.
  • Restricted Card: The card cannot be used for this payment, possibly due to being reported as stolen or lost.
  • Invalid CVV: The provided CVV is incorrect.
  • Invalid Transaction: The credit card cannot be processed for various reasons, such as restrictions based on country, currency, business type, or order volume.
  • Referral: The credit card is marked as lost, stolen, or invalid by the customer. The customer is advised to present a new card or contact their bank.
  • Revocation of Authorization: The authorization was revoked either by the customer or their bank. The authorization must be re-presented.

3. Soft Decline occurs when the issuing bank initially approves the card but a payment process issue arises. Soft declines are temporary, and we use revenue retention tools to recover them by addressing the root cause of the initial decline. Possible reasons are:

  • Insufficient Funds:The purchase is unsuccessful due to insufficient funds in the customer's account. We recommend to the customer to ensure their account has sufficient funds before attempting another transaction.
  • Transaction Amount/Count Exceeded: The transaction was declined as it exceeds the balance, credit limit, or transaction amount associated with the customer's card. We recommend to the customer to review their limit or consider an alternative payment option.
  • Invalid Card: The card or associated account is invalid. We recommend to the customer to review the card details, or try a different payment option.
  • Connector/Acquirer Currently Down: The transaction couldn't be processed as the corresponding connector or acquirer is temporarily unavailable. We recommend to the customer to try again later or choose an alternative payment option.

Note

Since one order may involve multiple transactions with various decline reasons and types, the most recent one is applied.

CC Net Revenue

Credit card net revenue for the selected period and the same period last year. This metric is calculated for Visa, Mastercard, and American Express.

The revenue recovery page displays charts with information on the potential revenue loss prevented by Cleverbridge’s Revenue Retention tools. Cleverbridge’s Revenue Retention tools help you prevent payment failures and revenue churn that could happen due to outdated credit card details.

Revenue Recovery

The Revenue Recovery graphs provide insights into recovered renewal revenue and recovered renewal orders, showcasing data related to revenue generation and the number of orders that were successfully recovered through various mechanisms such as card updates, expiration date checks, rerouting, and automatic retries.

Recovered Renewal Revenue

The Recovered Renewal Revenue graph displays the following data:

  • Account Updater Revenue: Revenue of orders with updated cards, which could be converted into renewals, for the selected period.
  • Exp. Date Checker Recovered Revenue: Revenue generated from orders that were successfully renewed after updating their expiration dates using the expiration date checker.
  • Dynamic Re-Routing Revenue: Revenue derived from orders rerouted and delivered to secondary acquirers due to the initial unsuccessful attempt to deliver them to primary acquirers. Acquirers, in this context, are banks or financial institutions that process credit or debit card payments on behalf of Cleverbridge.
  • Automatic Retry Revenue: Revenue generated from orders where our retry logic was successfully applied, indicating that we were able to reprocess failed payments after specific intervals. This retry logic can be applied to both initial subscription payments and renewal payments.

Recovered Renewal Orders

The Recovered Renewal Orders graph displays the following data:

  • Account Updater Recovered Renewals: Number of orders with updated cards, which could be converted into renewals, for the selected period.
  • Exp. Date Checker Recovered Renewals: Number of renewals generated from orders that were successfully renewed after updating their expiration dates using the expiration date checker.
  • Dynamic Re-Routing Recovered Renewals: Number of orders rerouted and delivered to secondary acquirers due to the initial unsuccessful attempt to deliver them to primary acquirers. Acquirers, in this context, are banks or financial institutions that process credit or debit card payments on behalf of Cleverbridge.
  • Automatic Retry Recovered Renewals: Number of orders where our retry logic was successfully applied, indicating that we were able to reprocess failed payments after specific intervals. This retry logic can be applied to both initial subscription payments and renewal payments.

Account Updater

The Account Updater graphs include data on the success rate of cards with successfully paid orders, the number of updated cards, and the number of paid orders associated with those updated cards for the selected period and the same period last year.

Account Updater Success Rate

The percentage of cards with successfully paid orders out of total updated cards, for the selected period and the same period last year. Calculation: (Updated Cards/Paid Orders With Updated Cards)*100

Updated Cards

Number of credit cards, for the selected period and the same period last year, for which renewal details were received from the credit card companies when the account updater identified that the cards were due for renewal.

Paid Orders With Updated Cards

Number of orders paid for with credit cards, for the selected period the and same period last year, for which renewal details were received from the credit card companies when the account updater identified that the cards were due for renewal.

Exp. (Expiry) Date Checker

The Expiry Date Checker graphs depict the success rate of the expiration date checker in updating and converting expired cards into successful renewals, along with the number of checked expired cards and the corresponding paid orders that resulted in successful renewals for the selected period and the same period last year.

Exp. Date Checker Success Rate

Share of orders, for the selected period and the same period last year, with successfully updated expiration date using the expiration date checker, that were converted into a successful renewal. Calculation: (Paid orders with checked expired cards/order with expired cards checked) * 100

Checked Expired Cards

Number of credit cards, for the selected period and the same period last year, that were checked using the account updater and identified as due for renewal.

Paid Orders With Checked Expired Cards

Number of orders, for the selected period and the same period last year, with successfully updated expiration date using the expiration date checker, that were converted into a successful renewal.

Dynamic Re-Routing

The Dynamic Re-Routing graphs display the success rate of orders that were rerouted and delivered to secondary acquirers, as well as the number of re-routed orders and the corresponding number of paid orders that were successfully delivered to secondary acquirers, for the selected period and the same period last year.

Re-Routing Success Rate

The percentage of orders, for the selected period and the same period last year, that were rerouted and delivered to secondary acquirers and were paid for. Calculation: (paid rerouted orders/rerouted orders) *100

Re-Routed Orders

The number of orders, for the selected period and the same period last year, re-routed and delivered to secondary acquirers due to the initial unsuccessful attempt to deliver them to primary acquirers.

Paid Re-Routed Orders

Number of orders, for the selected period and the same period last year, that were re-routed and delivered to secondary acquirers and paid for.

Retry Logic

The Retry Logic graphs display the success rate of retried orders resulting in successful payments for the selected period and the same period last year, including the number of order retries and the corresponding number of retried orders that resulted in successful payments.

Retry Logic Success Rate

Share of successfully retried orders that was converted into renewals/paid orders. Calculation: (paid order retries/ order retries)*100

Order Retries

The number of retried orders for the selected period and the same period last year.

Paid Retried Orders

The number of retried orders, for the selected period and the same period last year, which resulted in successful payments.

Filters

The filters are available for each page of payment analytics and let you filter data by:

Additionally, for some payment analytics graphs, you have a slider on the left that you can adjust from the top as well as bottom to filter and view the data range you want to see.

Dimensions

Below the payment analytics charts, there is a drop-down menu with the following dimensions using which you can view data at a granular level.

  • Renewal Period
  • Credit Card Schemas\Payment Type
  • Region
  • Country
  • Business Category
  • Interval Number
  • Order Type

Once you select one of these dimensions, the data gets presented as per the selected dimension in:

  • A bar chart that makes the data comparison easy.
  • A table that displays a full overview of the elements taken into account for the calculations as well as a granular YOY change.