Black Boxes and Paradoxes: The Real Cost of Disconnected Payments

Julie Scrase and Kasey Ly --; Henry Worthington and Ben Skeleton -- Oxford Economics
Dec 24, 2020
False declines cost merchants billions of dollars in sales each year -- money which either winds up in the coffers of their competitors or is simply lost. This whitepaper created by in conjunction with Oxford Economics analyzes data gathered from over 5,000 consumers and 1,500 merchants in the U.S., UK, French, and German markets and features insights from payments experts across a diverse set of companies. Ideas on how to improve the payments experience are included throughout, focusing on growth, cost, customer experience, and complexity, with an eye towards delivering value.

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