Definition

Status	IN DESIGN
RBIberia Owner	Cunha, Ricardo (Deactivated) Raphael Ferreira Gomes
RBI Owner

Glossary

Physical Payments

Every payment that’s not done through our platform.
Examples: Cash, Ticket (paper) and Credit/Debit card machines.

Online Payments

All payment types done through our platform.
Examples: Credit Card, Apple Pay, Paypal, Bizum,

❓ Open questions

We need to constantly make this section empty.

Questions

#1 What’s the expected behavior when our guest reach any of the rules? Example: Show a message, block the button COMPLETED

#2 Besides Datadog, should any metric be collected when any of the rules is triggered? Which ones? PENDING

#3 Can these 3 rules be implemented together or they can be turned on/off separately? COMPLETED

#4 We need confirmation that these rules are “global” in the platform or should be done by restaurant. PENDING

#5 What Delivery Failures Reasons should we consider to limit Physical Payments? PENDING

Answers

#1 - We don´t show the option to pay cash in the dropdown

#2 - Pending

#3 - Yes.

Number of first orders that exceeded the established maximum limit and average ticket orders in physical payment x online payments
Number of subsequent orders that exceeded the established maximum limit and average ticket orders in physical payment x online payments
Number of orders impacted by an incident in a previous order versus delivery success rate in orders with physical payment
Impact on order conversion due to physical payment restrictions
Cart abandonment rate due to physical payment restrictions
Add the rule applied to checkout in Amplitude

#4 - Implement a global rule, but allow you to configure exceptions to limits differentiated by restaurant. The objective is to allow franchises (non-RBI restaurants) to set higher cash order limits

#5 - Pending - I´ll try to solve this today (Paula)

Requirements

Problem statement

Recent analyses have highlighted a significant risk of fraud in home delivery orders that are paid for using physical payment methods.

To safeguard our operations and protect both our business and customers from fraudulent activities, it is essential to implement additional rules that restrict the use of physical payments under certain scenarios.

Existent Cash Limitation Rules

Cash Payments Price Limit

This rule establishes a cap on cash transactions. Activation and deactivation are managed through a Launch Darkly feature flag, which also adjusts the transaction limit, represented in cents.

Order Flood Limit

This rule set a limit on multiple orders for the same user, given a time. Based on a Launch Darkly flag, it controls if this rule is ON and OFF and also serves a variation of how many orders the same guest can place in 1 hour.

Acceptance criteria

Physical payment methods should be hidden from the Payment Method dropdown on the Payment Method Screen. This adjustment occurs automatically and does not prompt any additional messages to the user.

The physical payment methods should not appear on the Payment Method dropdown, at Payment Method Screen, without any further message.

If any pre-set conditions are triggered, only online payments options will be displayed to the user.

Success metrics

Objective 1: Reduce Incidences of Delivery Issues for Orders with Physical Payment

Measurement: Percentage decrease in delivery-related issues for orders utilizing physical payment methods.
Target: Establish a benchmark based on historical data and aim for a significant reduction.

Objective 2: Maintain Overall Order Conversion Rates Post-Implementation of Physical Payment Restrictions

Measurement: Comparison of total order conversion rates before and after the implementation of physical payment restrictions.
Target: Ensure that the imposition of restrictions on physical payments does not result in a significant adverse impact on total order conversions.

🤔 Assumptions

All error messages and texts related to this feature will be provided Iberia, in English and the translation will be done later.

Solution

To mitigate risks associated with physical payments, we propose the introduction of three configurable limitation rules. These rules are designed to be dynamically controlled via LaunchDarkly, allowing for real-time adjustments based on operational needs. Additionally, we plan to implement detailed logging and event tracking through DataDog and Amplitude. This integration will facilitate in-depth analysis of the rules' effectiveness, user behavior, and the overall impact on transaction security and user experience. Furthermore, we will empower individual restaurants to set specific, higher thresholds for physical payment limitations if they choose. This added flexibility ensures that the system can accommodate the unique circumstances and risk profiles of different restaurants.

Rule 1: First Order Physical Payment Limit

Description: New customers placing their first order with a value equal to or greater than a specified amount must use online payment methods.
Configurable Value: The threshold value, initially set to 20€, can be adjusted as needed.
Rationale: This rule aims to reduce the risk of non-payment for first-time orders.

Rule 2: Physical Payment Amount Limit for Subsequent Orders

Description: For all orders following the first, physical payment methods will be disabled if the order value reaches or exceeds a certain threshold.
Configurable Value: The limit is initially set to 50€, subject to modification. The evaluation is based solely on the current order's total amount, not cumulative purchases.
Clarification: It's crucial to note that the limitation applies to individual orders, not the cumulative total of multiple orders within a certain timeframe. For instance, a single order of 63€ would disable physical payments, whereas separate orders of 30€ and 35€ would not, provided each is considered independently.

Rule 3: Repeated Delivery Failure

Description: Following an order that utilized a physical payment method and resulted in a delivery failure, only online payment options will be available for the customer's next order.
Rationale: This rule is intended to prevent recurring issues with physical payments after a delivery failure, such as non-payment or fraudulent orders.

Scenarios

Scenario 1: First Order Physical Payment Limit

Steps	Expected results
Make sure the flag is ON and 20€ is the limit Create a new user Add to cart >= 20 € items Select Delivery and click on Place Secure Order Try to select Cash, Paper ticket or Pay on delivery and click on Place Secure Order	Physical Payments should not be shown in the payment methods dropdown.

Scenario 2: Physical Payment Amount Limit

Steps	Expected results
Make sure the flag is ON and 50€ is the limit Login with a pre-existent user who has already placed orders Add to cart > 50 € items Select Delivery and click on Place Secure Order Try to select Cash, Paper ticket or Pay on delivery and click on Place Secure Order	Physical Payments should not be shown in the payment methods dropdown.

Scenario 3: Repeated Delivery Failure

Steps	Expected results
Make sure the flag is ON Login with a pre-existent user who has already placed orders Place a delivery order Fail the delivery order in partner Place a new order and try to select Cash, Paper ticket or Pay on delivery and click on Place Secure Order	Physical Payments should not be shown in the payment methods dropdown.

Still need to define which “delivery failure” should be considered. Before that should be validated if the reason behind order cancelled is sent to WL.

Design

N/A

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