Shopper Insights

Brink Commerce is enhancing Merchant Portal visibility for cases where a customer reaches the confirmation page, but their order is later rejected by the PSP (e.g., Qliro). This improvement helps customer support teams quickly identify failed checkouts, reducing confusion and the number of customer inquiries.

Impact:

Merchants will be able to search and track checkouts that were denied by the PSP, improving customer service efficiency and reducing friction in post-checkout interactions. While these are not valid orders in Brink, having them indexed ensures better visibility into checkout flows and rejection reasons.

Benefits:

• Better Customer Support Efficiency: CX teams can search checkouts by Order ID / Order Reference and see PSP status.

• Fewer Customer Inquiries: Customers will receive faster support when payment issues arise.

• Visibility into Failed Checkouts: Checkouts rejected by PSPs are indexed in Brink Search for tracking.

• Future-Proofing for Checkout Insights: Lays the groundwork for tracking conversion flows from cart → checkout → order.

Key Features:

✅ Index checkouts in Brink Search with mapped PSP statuses.

✅ New search view in Merchant Portal for CX teams to track checkouts.

✅ Clear identification of checkouts denied by PSPs like Qliro.

✅ No impact on Brink Order Management behavior.

📩 For more details, contact your CSM or Brink Product team.