Cross-Border Conversion Rate Improvement Case Study

This case study details the collaboration between ACI Worldwide and a payment service provider (PSP) aimed at enhancing cross-border eCommerce conversion rates for merchants. Initially, the merchants faced a low conversion rate of approximately 23%, significantly below the optimal threshold of 50%. ACI's payment experts identified four critical issues contributing to the low rates: an overly stringent 3-D Secure setup, misuse of payment data fields, overreliance on card security codes, and invalid data submissions. By addressing these challenges, including adjusting the 3-D Secure process for Brazilian shoppers and implementing a data validation tool, the conversion rate improved dramatically. The study outlines the specific strategies employed to rectify each issue, resulting in an overall increase in conversion rates to nearly 72%. This document serves as a practical guide for PSPs and merchants navigating similar challenges in unfamiliar markets.