Introduction
Sogenactif is a secure multi-channel e-commerce payment solution that complies with the PCI DSS standard. It allows you to accept and manage payment transactions by taking into account business rules related to your activity (payment on despatch, deferred payment, recurring payment, payment in instalments, etc.).
The Sogenactif e-Payment Solution offer includes the sending of reports containing all the payment transactions executed from your webshop, as well as cash operations carried out on these transactions.
Depending on the payment means used and on your acquiring bank, complementary reports pertaining to bank reconciliation and chargebacks are also offered.
Who does this document target?
This document is intended for merchants wishing to understand the sending procedure of reports generated by the Sogenactif e-Payment Solution offer, and wishing to understand the structure and the data of these reports.
To get an overview of the Sogenactif solution, we advise you to consult the following documents:
- Functional presentation
- Functionality set-up guide
Contacting the support
For any question or request for technical assistance, you can contact the usual Sogenactif support on 0 825 090 095 (0.15€/min + call charge - rate as of 02/11/2022) from Monday to Friday, from 9am to 7pm, excluding public holidays, or write to supportsogenactif@worldline.com specifying your VAD or MID contract number for a more efficient handling of your request.
General
The application is accessible via the MyPerformance tab of the portal Portail Sogenactif
In the application, the screen is organised into 3 areas: on the left, the navigation menu allowing navigation through the different dashboards the central area allows you to display the dashboard selected in the selected in the navigation (a dashboard groups several indicators on your indicators on your payment ecosystem); the right-hand side contains the filters allowing to act on the current dashboard.
When entering the application, the "Payment overview" dashboard is displayed by default.
Drag your mouse to see tooltips
PTo learn more about a metric, chart or button, hover over the title to see an explanation. All charts have tooltips with individual data points. Hover over a bar, column or point on a line graph to see the specific metric and date if relevant.
Use filters
Filter the dashboards
Each dashboard will give you an overview of one aspect of your payment ecosystem. To dive deeper into a particular aspect of your transactions, use the filter pane on the right of the dashboard to customise the view.
Some examples of possible filters on your dashboards :
- View the Payment overview dashboard for a recently added payment method to see how it is performing, or select multiple countries to understand your performance in a certain geographical area
- View the Rejections overview dashboard with your most popular payment method to see if it is experiencing a normal or high level of rejected transactions.
- View the 3-D Secure dashboard with only non-EU customer countries selected to see if 3-D Secure is affecting your conversion with customers who may not be aware of it.
- View the Shops dashboard filtered by one group at a time, to easily compare the performance of the shops within each group.
- View the Countries dashboard filtered by payment method to deep dive into how they perform in each country.
Filter panel
Within each dashboard, there is a filter panel on the right. Using the filter will allow you to customise the data in the dashboard.
Filter by periods and dates
The filter panel offers three quick select date ranges: 7, 30 and 365 days. The default date range is 30 days.
If you would like to customise your date range, click on Custom date and select your desired dates.
If you would like to remove your filters and return the data selection to 30 days, click clear filters on the top right of the filter panel.
Filter by payment methods
Select one or more payment methods to show only transactions that used that method. To select multiple, hold down Control/Cmd as you select.
If after you select a payment method there is no data showing on the dashboard, this means that no transactions were processed using that payment method during the time period you have selected.
To compare payment methods against one another, use the Payment Methods dashboard in the Payments section.
Filter by commercial groups and shops
If you have multiple commercial groups, you can use the commercial groups and shops filters.
If you have more than one shop, use the shops drop down to select one or more shop. To select multiple, hold down Control/Cmd as you select. If you have more than one commercial group of shops, you can select more than one of these from the drop down. When you filter by a commercial group, you will then only be able to filter by the shops within that commercial group. To once again see all of your shops, deselect that commercial group or use the clear filters link to remove all filters.
Navigate dashboards
Payment overview dashboard
The payment overview dashboard is the homepage of MyPerformance. It gives a high-level view of the most important payment metrics such as your conversation rate, refunds, gross total and number of transactions. It also shows your average transaction value which is the average amount that your customers spend in one transaction.
- Conversion rate is number of transactions authorised / number of transactions initiated
- Rejection rate is number of transactions terminated / number of transactions initiated
- Abandoned rate is number of transactions not started correctly / number of transactions initiated
Authorised transactions comparison
It also includes a chart showing your transaction flow over time. Use the three value control buttons to toggle between viewing the value of total authorised transactions in euros, conversion rate and number of authorised transactions. This helps to give a more contextual view of your sales as well as your payment performance.
Payment methods dashboard
The payment methods dashboard gives you a better understanding of the performance of your payment methods. You can evaluate whether you have the right payment methods for your customers and whether your integration is working properly.
Authorised transactions
The authorised transactions chart shows you how many successful transactions have went through each payment method as well as the conversion rate. Selecting one of the payment methods in this chart will also update the other metrics on the dashboard.
Average transaction value dashboard
The average transaction value dashboard illustrates trends in average transaction value (ATV) such as the month in which customers spend the most per transaction and ATV per payment method.
Average transaction value (ATV) is a way to measure how much customers spend per transaction. It is sometimes known as ticket size or basket size. Finding ways to increase your average transaction value can be a way to increase your revenue from your existing customers. However, higher transaction totals can also lead to poor conversion. Customers may find they have insufficient funds, they may hit a limit on their card or account or they may have to authenticate them self with multiple forms of identification and fail one of the steps. Understanding how average transaction value impacts your business can help you make smarter packaging decisions or help your customers have a smoother check out experience.
Transaction values and conversion rates chart
The transaction values and conversion rates chart displays how many transactions fall in each group of ATVs and the conversion rate of each group. This illustrates which basket sizes are the most popular and what impact it has on conversion. Toggling between the linear view and logarithmic view will show the same data but on different scales. If there is a big difference between your highest and lowest value, the Logarithmic view adjust the scale to make it easier to compare values.
Average transaction comparison
The line chart compares the ATV of each day of the selected time period to the same period in the previous year. Please note that this will compare the same date, rather than the same day, of the previous year. For example, if you typically have more sales over the weekend, these peaks will appear on different areas of the graph.
3-D Secure dashboard
This 3DS dashboards provides you more information about your transactions that go through 3-D Secure strong customer authentication. This means that in order to successfully authorise these transactions, the customers had to verify their identity to ensure the transactions were not fraudulent.
Rejections overview dashboard
The rejections overview dashboard gives you an summary of the transactions that were not authorised for payment. This shows you a health check of whether your rejected transactions are at a normal level for your business.
Rejection reasons
- Declined by acquirer: Transactions that were not accepted by the aquirer
- Technical error: A fault at one point in the transaction process
- Fraud: Transactions that were blocked because your fraud prevention tool flagged them as being likely to be fraudulent and stopped them. Rejections under the Fraud category can be seen as a positive form of rejection as these reflect how many possible fraud incidents were prevented. However, if you are seeing a disproportionately high number of fraud rejections, it could mean that your fraud prevention settings are too strict and are blocking legitimate transactions.
Rejection reasons dashboard
The rejection reasons dashboard breaks down all of your transactions that were confirmed by the customer but not successfully accepted by your acquirer(s). This dashboard shows you the error code that was provided along with the rejected transaction and lets you rank these errors by which are causing the highest value or number of rejections. Some of these errors that have been provided are intentionally vague (to avoid sharing information with fraudsters) or will be out of your control as a merchant. But some rejection reasons can reveal opportunities to improve your payment page experience, technical integration, payment setup, fraud settings and more. These can lead to an increase in overall conversion.
- Optimise your payment page
- Offer the right payment methods
- Prevent fraud
- Learn more about integration
- Understand 3D-Secure basics
Shops dashboard
The shops dashboard helps you compare your different shops. Use the value control buttons at the top right of the chart to compare the amount of authorised transactions processed by each of your shop in terms of gross value, conversion rate and number of transactions. As you select each shop, it will also update the key metrics.
This dashboard also provides you with a better understanding of how your business areas compare with each other. This can help you understand how different segments or areas of your business stack up, but it can also be used for A-B testing. By making a change with one shop and then selecting the relevant time period, you can start to draw conclusions on the impact of your decisions.
Customer countries dashboard
The customer countries dashboard compares the countries of your customers, based on the country that issued their card, or based on their IP address where card country is not available. Understanding your performance based on country is useful in adding context to your performance evaluation. It is also an important tool when making decisions about your set-up.
Authorised transactions
For an overview of your countries, use the Authorised transactions chart to compare your countries by gross value, average transaction value (also known as basket size) and number of transactions. You can also use this chart to filter the whole dashboard by a certain country.
Transaction outcomes by country
To understand what is specifically happening to the transaction lifecycle with each customer country, use the transaction outcomes chart. If you have a particularly high number of rejections in one country, you should refer to the Rejection reasons dashboard and filter by that country to find out why. If you have a high number of abandonments in a country, you should make sure you have the local payment method for that country.
3DS requested
Use the 3DS Requested chart to compare how many transactions must be authenticated using 3-D Secure in each country. If no country is selected, this will reflect your overall numbers. Select a country from one of the charts to update these percentages. If you notice any unusual numbers for a certain country, you should refer to the 3-D Secure dashboard and filter by that country.
