Connecting Brands with Audiences

Over the past year there has been a lot of dialogue in the world of ticketing about security, PCI compliance and data breaches, as a large ticketing company did have a major security breach last summer.

This attention is rightfully deserved and some may argue that most ticketing companies aren’t doing enough to go above and beyond the minimum standards of PCI to protect their clients. Your systems, your customers, and your data are a direct extension of your brand, and what is your provider doing to protect them for you?

Gagan Mehra recently wrote an article for the website Practical Ecommerce entitled “10 Questions to Ask Ecommerce Payment Providers.” The following are the points he made which translate over to all ecommerce, including ticketing:

1) How long has the provider been in business? This is important as a new provider introduces additional risk in the retailer’s environment. The lure of low fees should not impact the quality of service a retailer intends to offer to its shoppers. If the provider has been in business for less than 2 years, be careful.

2) Does the provider work with the existing commerce infrastructure? Most payment providers offer plugins for many different commerce platforms, such as Miva Merchant, Shopify, Magento, and many others. It is important to ensure that payments work with the retailer’s shopping cart and will not require expensive, custom integration.

3) Can the provider guarantee availability and performance? A payments platform that is not available means shoppers will not be able to complete the purchase. And a slow payment process can increase the cart abandonment rate. Make sure either scenario will not likely occur with a new payment provider

4) Is the payment platform secure and compliant with PCI and other standards? Without security, both the retailer and its customers could lose money. Any payments platform should support security features like authentication, authorization, and SSL. The provider must also be compliant with PCI and other industry standards, such as HIPAA for health care.

5) Does the provider offer built-in fraud management? Getting another provider for fraud management and integrating with the main payments provider can be complex. Built-in fraud management reduces the number of moving parts.

6) Does the provider’s platform process chargebacks seamlessly? Chargebacks are a reality of the retail business. The provider should process them, in most cases, for a small fee — versus the retailer doing it manually.

7) Does the platform offer reporting for analyzing customer activity? Basic activity reports should be a part of the payment platform to analyze, for example, frequently purchased products, and products that are purchased together. These standard reports should minimize the creation of custom ones.

8) Does the provider operate internationally? If the retailer has customers or operations internationally, the payment provider will need to process credit and debit cards internationally, too.

9) Does the provider offer 24/7 support? This is important for most retailers, so that payment glitches can be resolved quickly. Some providers offer different tiers of support — not necessarily 24/7 support.

10) Can the provider provide references, from actual customers? Talk to a few existing customers to verify that the provider does, in fact, offer the quality of service it promises.

So are you and your customers secure?

To read Gagan’s full article, please visit:

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