> ## Documentation Index > Fetch the complete documentation index at: https://docs.vortexiq.ai/llms.txt > Use this file to discover all available pages before exploring further. # Viva Payments KPIs, Vortex IQ Nerve Centre > Every Viva Payments KPI pulse Vortex IQ Nerve Centre tracks: 30 metrics covering revenue, orders, customers, refunds, and more. **[Nerve Centre KPIs](/nerve-centre/kpi-cards/viva-payments) · [Audit Profile](/nerve-centre/kpi-cards/viva-payments/audit) · [Sentiment Settings](/nerve-centre/kpi-cards/viva-payments/sentiment)** Vortex IQ Nerve Centre tracks **30** KPI pulses for Viva Payments stores. Each metric has its own page: definition, calculation, why it matters, and what to do when it moves. Viva Payments (legally Viva.com, formerly Viva Wallet) is a Greek-origin pan-European payment institution with a distinctive position in EU commerce: Mediterranean-led, omnichannel-first, and structurally cheaper than Stripe or Adyen for SMB merchants in Greece, Cyprus, Spain, Italy, Portugal, and Romania. JP Morgan Chase acquired 49% of Viva in 2023 with an option to ramp to majority control, giving the platform globally-systemic balance-sheet credibility while preserving the operational autonomy and SMB-friendly pricing that earned its merchant base. Three things distinguish Viva from the wider PSP landscape, and three things make tracking Viva's KPIs meaningfully different from tracking Stripe or PayPal: 1. **Native multi-currency settlement.** Viva settles directly in 13+ currencies (EUR, GBP, RON, CHF, USD, BGN, HRK, HUF, PLN, CZK, DKK, NOK, SEK) without forced FX conversion. A Greek merchant accepting GBP from UK customers can settle to a GBP IBAN without paying the 1% FX spread Stripe charges. Vortex IQ tracks each currency separately on revenue, refunds, and pending-payouts cards, no roll-up to a single FX-converted figure that would distort reality. 2. **Omnichannel unified reporting.** Smart POS card-present captures, online Smart Checkout, recurring rebills, marketplace splits, and pay-by-link all flow through the same `/api/transactions` endpoint as `Type = Capture`. Most competing PSPs require splitting POS from online manually; Viva's single feed is structurally simpler. Our cards preserve this unification by default and expose channel-mix splits in the worked examples where it matters. 3. **3DS 2 frictionless calibration.** PSD2 SCA mandates 3DS challenges on EEA card-not-present payments above EUR 30. Viva's Smart Checkout typically achieves 75 to 85% frictionless rate by feeding strong device + transaction risk data to issuers, which is structurally better than the EU averages. We track three 3DS-adjacent metrics (decline rate, success rate, 3DS abandon rate) so merchants can distinguish between issuer-rejection (decline), customer-give-up (abandon), and frictionless-vs-challenge (success-rate-at-rail). Why Vortex IQ tracks Viva: the EU subscription, DTC, and omnichannel SMB segment is where Viva concentrates, and these merchants need reconciliation discipline that respects the multi-currency native settlement (no false FX conversion), the omnichannel unified data model (no artificial channel splits), and the lower-fee pricing that requires careful working-capital tracking (Viva-IBAN instant rail vs SEPA T+1 to T+3 has real CFO implications). We also track Viva because JP Morgan ownership has accelerated CFO attention to EU PSP options; merchants increasingly evaluate Viva as a Stripe-alternative on cost and settlement speed, and they need the data to make that case. | Card | Metrics type | Category | Chart | | ---------------------------------------------------------------------------------------------------------------- | ------------------ | ------------------ | --------------- | | [3DS Abandonment Rate](/nerve-centre/kpi-cards/viva-payments/3ds-abandonment-rate) | Supporting Metrics | Transaction Health | gauge | | [Average Transaction](/nerve-centre/kpi-cards/viva-payments/average-transaction) | Supporting Metrics | Volume | kpi | | [Average Transaction](/nerve-centre/kpi-cards/viva-payments/average-transaction) | Supporting Metrics | Revenue | kpi | | [Avg Settlement Time (days)](/nerve-centre/kpi-cards/viva-payments/avg-settlement-time) | Supporting Metrics | Settlement | kpi | | [Card vs Customer Country Mismatches](/nerve-centre/kpi-cards/viva-payments/card-vs-customer-country-mismatches) | Supporting Metrics | Geography | kpi | | [Chargeback Rate](/nerve-centre/kpi-cards/viva-payments/chargeback-rate) | Supporting Metrics | Refunds & Disputes | gauge | | [Decline Rate](/nerve-centre/kpi-cards/viva-payments/decline-rate) | Supporting Metrics | Transaction Health | gauge | | [Decline Rate](/nerve-centre/kpi-cards/viva-payments/decline-rate) | Supporting Metrics | Transactions | gauge | | [Dispute Rate](/nerve-centre/kpi-cards/viva-payments/dispute-rate) | Supporting Metrics | Refunds & Disputes | gauge | | [Net Revenue (after refunds)](/nerve-centre/kpi-cards/viva-payments/net-revenue) | Supporting Metrics | Revenue | kpi | | [Oldest Pending Payout (days)](/nerve-centre/kpi-cards/viva-payments/oldest-pending-payout) | Supporting Metrics | Settlement | kpi | | [Oldest Pending Payout (days)](/nerve-centre/kpi-cards/viva-payments/oldest-pending-payout) | Supporting Metrics | Payouts | kpi | | [Payment Methods](/nerve-centre/kpi-cards/viva-payments/payment-methods) | Supporting Metrics | Transactions | pie | | [Pending Payouts](/nerve-centre/kpi-cards/viva-payments/pending-payouts) | Supporting Metrics | Settlement | kpi | | [Pending Payouts](/nerve-centre/kpi-cards/viva-payments/pending-payouts) | Supporting Metrics | Payouts | kpi | | [Refund Rate](/nerve-centre/kpi-cards/viva-payments/refund-rate) | Supporting Metrics | Refunds & Disputes | gauge | | [Refund Rate](/nerve-centre/kpi-cards/viva-payments/refund-rate) | Supporting Metrics | Refunds | gauge | | [Refund Value](/nerve-centre/kpi-cards/viva-payments/refund-value) | Supporting Metrics | Refunds | kpi | | [Refund Volume](/nerve-centre/kpi-cards/viva-payments/refund-volume) | Supporting Metrics | Refunds & Disputes | kpi | | [Refunds Over Time](/nerve-centre/kpi-cards/viva-payments/refunds-over-time) | Supporting Metrics | Refunds | area | | [Revenue by Country](/nerve-centre/kpi-cards/viva-payments/revenue-by-country) | Supporting Metrics | Geography | bar | | [Revenue Over Time](/nerve-centre/kpi-cards/viva-payments/revenue-over-time) | Supporting Metrics | Revenue | area | | [Success Rate](/nerve-centre/kpi-cards/viva-payments/success-rate) | Supporting Metrics | Transaction Health | gauge | | [Successful Transactions](/nerve-centre/kpi-cards/viva-payments/successful-transactions) | Supporting Metrics | Transactions | kpi | | [Top Decline Reasons](/nerve-centre/kpi-cards/viva-payments/top-decline-reasons) | Supporting Metrics | Transaction Health | bar\_horizontal | | [Top Payment Methods](/nerve-centre/kpi-cards/viva-payments/top-payment-methods) | Supporting Metrics | Transaction Health | pie | | [Total Revenue](/nerve-centre/kpi-cards/viva-payments/total-revenue) | Supporting Metrics | Revenue | kpi | | [Total Transactions](/nerve-centre/kpi-cards/viva-payments/total-transactions) | Supporting Metrics | Volume | kpi | | [Total Volume](/nerve-centre/kpi-cards/viva-payments/total-volume) | Supporting Metrics | Volume | kpi | | [Volume Trend](/nerve-centre/kpi-cards/viva-payments/volume-trend) | Supporting Metrics | Volume | area | ## Cross-connector reconciliation guidance When Viva is the routed processor for a Shopify, BigCommerce, or Adobe Commerce store, Viva's volume should reconcile against the commerce platform's Total Revenue with one important inequality: `viva ≤ commerce_total`. The commerce platform sees orders paid by *every* method (Stripe, PayPal, Klarna, Apple Pay direct, gift cards, manual bank transfer, vouchers); Viva sees only Viva-routed orders. For Mediterranean merchants using Viva as primary processor, expect Viva to cover 70 to 95% of online revenue. When the same merchant runs Viva alongside Stripe or PayPal, the three payment-processor volumes summed should approach the commerce-platform total: `viva + stripe + paypal ≈ commerce_total`. They should never *exceed* it; if they do, suspect double-counting (a marketplace split routed through both rails) or refund / chargeback timing mismatch. For multi-currency merchants, never compare an FX-converted Viva total against a single-currency commerce total without explicit conversion. The Viva Dashboard offers a "Total in EUR equivalent" toggle for convenience; our cards preserve native currency by default because FX-converted aggregates distort treasury planning where settlement actually happens in the native currency. ## Common merchant questions **"When does Viva data refresh?"** Per sync window, typically 5 to 15 minutes. Most cards reflect activity within the last 15 minutes; "today" cards may have a slight tail-lag, "yesterday" and earlier are caught up. **"Can I reconcile this against my Viva-IBAN bank statement?"** Yes, the Net Revenue card minus Viva fees should land within ±0.5% of your Viva-IBAN deposits for the period. Variance comes from refund timing across period boundaries and held-reserve cycles. For a clean reconciliation, use the Settlements view in the Viva Dashboard alongside this card. **"How do dispute timelines compare to Stripe / PayPal?"** Viva follows Visa / Mastercard scheme rules identically to Stripe; resolution typically takes 30 to 90 days from dispute opening. PayPal Buyer Protection runs on a faster, less evidence-heavy cycle (15 to 45 days), but produces higher dispute rates as a result. **"Is JP Morgan ownership going to change anything operationally?"** Not at the API, fee, or settlement level as of dd MMM yy. Day-to-day operations continue under existing Viva regulated entities. The CEO-relevant takeaway is balance-sheet credibility (a globally systemic bank backs the platform), not workflow change. In CEO conversations the question that comes up most often is whether Viva is "real" enterprise infrastructure or a regional SMB experiment. The honest answer is the latter packaged inside the former: Viva grew up serving Greek and Mediterranean SMBs at fees domestic acquirers couldn't match, and JP Morgan acquired the underlying license and customer base because the regional density and instant-settlement rail are genuinely hard to replicate from scratch in the EU regulatory environment. The KPIs in this catalogue surface that reality: omnichannel unified reporting, native multi-currency, instant settlement to Viva-IBAN, and 3DS 2 frictionless rates that beat the EU average.