Don’t leave money on the table:

Optimising payments to reduce churn

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• Over 40% of consumers abandon cart if preferred payment method is not offered ^[1].

• 45% of consumers deterred from returning following a payment decline. Just across US, UK, France & Germany, this costs business $50.2 billion^[2].

• Over 50% of merchants don’t get advice on how to improve their acceptance rates^[3].

Source: [1] Adyen Index Report 2024

[2] Checkout, Oxford economics survey 2023

[3] Checkout whitepaper, 2023

… a little bit about me

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Launched in 2016

fans in more than 200 markets

Continuously disrupting the sports entertainment sector where fans can seamlessly watch, play, bet, buy, and interact with each other all on our platform

DAZN platform is uniquely positioned to not only stream sports content but also provide that immersive and personal experience by connecting fans everywhere to the sports they love!

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“Our customers want to watch sport live, so the worst possible scenario would be to have a major event and someone being unable to pay.”

Payment Optimization Journey

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Payment method selection

Payment Orchestration

Authentication

Authorisation

[first payment]

Subscription

[subsequent payment]

Payment Optimization Journey

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Payment method selection

Payment Orchestration

Authentication

Authorisation

[first payment]

Subscription

[Subsequent payment]

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*BNPL cannibalization - 60-90% of BNPL value came from new transactions.

Payment method selection

Payment Orchestration

Authentication

Authorisation

[first payment]

Subscription

[recurring payment]

• Adding more payment methods doesn’t mean overwhelming customers with options.
• Add essential payment methods – noticeable improvement in payment success rate.
• Add relevant payment methods – Adapt payment method ordering based on market, offer and customer.

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• By centralizing your data, payment traffic can be routed to the payment service provider with the highest success rate

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• Reduce churn by ensuring that your customer does not face payment failures in case your primary Payment Service Provider is down.

Incoming payment

Orchestration

Payment Service Provider A

Payment Service Provider B

Other financial service providers

Payment method selection

Payment Orchestration

Authentication

Authorisation

[first payment]

Subscription

[recurring payment]

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• Merchants can reduce authentication failures by sharing and validating information with their payment service providers.

• e.g. In USA, over 90% of customers entered correct ZIP code. This information helped us focus our resources on the 10% customers where we could improve the payment success rate.

Payment method selection

Payment Orchestration

Authentication

Authorisation

[first payment]

Subscription

[recurring payment]

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• When a payment is declined, payment service providers will share the refusal reason. Analyse the ‘raw’ refusal reason to understand the potential reason for the decline*.

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Both the following have the same refusal reason but different ‘raw’ refusal reason

• e.g. ‘insufficient funds’ – prompt the customer to top-up and retry.
• e.g. ‘card data mismatch’ – prompt customer to re-enter the information and retry.

*Payment Authorisation rate is 10% lower for online transactions compared to in person.

Payment method selection

Payment Orchestration

Authentication

Authorisation

[first payment]

Subscription

[recurring payment]

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• Reduce churn by implementing payment retry best practices.
• e.g. a payment retry every 2 days over a period of 28 days has resulted in a failed payment save rate of 58%.
• Optimize payment retry based day and time for certain demographics.* 

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• Working closely with Adyen, our Payment Service Provider, DAZN has increased authorisation by 5.19% worth millions in additional revenue.

* Retrying based on salary deposit dates is more successful

Payment method selection

Payment Orchestration

Authentication

Authorisation

[first payment]

Subscription

[recurring payment]

Thank You!

SLIDE FOOTER CAN BE CHANGED GLOBALLY

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