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Nerve Centre KPIs · Audit Profile · Sentiment Settings Viva-Payments-specific health audit. Answers five questions: (1) are the three credential families wired (Smart Checkout core, Transactions API, Data Services) and is the connection pointed at the right mode (live vs demo); (2) is the authorisation success rate healthy and is the decline mix driven by recoverable soft refusals rather than hard issuer blocks; (3) are chargebacks and disputes inside scheme tolerance and answered before the evidence window closes; (4) are settlements and payouts arriving on the expected schedule with no source-code backlog; (5) cross-channel area joins Viva decline and dispute signals to commerce-sibling checkout funnel and fulfilment status to size live revenue at risk. Viva is multi-acquirer and card-present plus card-not-present, so card-vs-customer country mismatch and 3DS abandonment are first-class fraud signals.

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What this audit checks

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Authentication & access

  • Data Services client (data_client_id / data_client_secret) present; without it preview and audit cards hydrate empty
  • Smart Checkout client_credentials token issues against accounts.vivapayments.com with scope urn:viva:payments:core:api:redirectcheckout
  • Transactions API Basic-auth pair (merchant_id / api_key) valid for recurring charge retrieve and cancel
  • Mode (live vs demo) matches the merchant’s production source_code; live connection must not point at demo-api.vivapayments.com
  • source_code resolves to an active store and appears on returned transactions

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Transaction health

  • Authorisation success rate above 92% baseline over the 30-day window
  • Decline reason mix - no single soft refusal reason above 25% of declines
  • Card-not-present share separated from card-present so a CNP success dip is not masked by terminal volume
  • 3DS abandonment rate below 25%, otherwise review the challenge flow and frictionless routing
  • Top declining issuers (BIN-level) and top decline reasons surfaced for a recovery playbook

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Disputes & chargebacks

  • Chargeback rate below 0.9% (90% of the Visa 1% cap) on a 90-day window
  • Dispute rate below 2% and trending flat or down
  • Open disputes answered before the acquirer evidence deadline
  • Top dispute reason codes (fraudulent / product_not_received) flagged for prevention
  • Card-vs-customer country mismatch rate not surging as a leading fraud indicator

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Settlement & payouts

  • Avg settlement time within Viva’s expected schedule for the merchant’s country
  • No payout pending beyond 5 days per source_code
  • Payout amounts reconcile against captured-minus-refunded transaction value
  • No source_code with a settlement backlog while sibling source codes settle normally
  • Currency of payout matches the transaction currency mix for that source_code

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Cross-channel revenue protection

  • Decline-driven checkout-funnel drop (sibling = shopify/bigcommerce/adobe.checkout_step_completion_rate falling concurrent with viva.decline_rate spike)
  • Dispute-to-fulfilment correlation (sibling = shipbob/commerce.shipment_delayed_orders converting to product_not_received disputes)
  • Recoverable revenue forecast (soft-decline value x sibling.avg_repurchase_rate x historical retry success rate)
  • Chargeback forecast (dispute count x historical dispute-to-chargeback rate x avg dispute amount)

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Severity thresholds

SignalWarnCritical
decline_rate68
success_rate92-
dispute_rate12
chargeback_rate0.91.0
payout_age_days35
threeds_abandon_rate2540
country_mismatch_rate510

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Data sources

  • POST https://accounts.vivapayments.com/connect/token - OAuth2 client_credentials token for core + Data Services clients (Basic-authed token request)
  • POST https://api.vivapayments.com/dataservices/v2/transactions/Search - Transaction search that hydrates cards + audit findings (status, decline reason, 3DS, card/customer country, BIN)
  • GET https://api.vivapayments.com/checkout/v2/transactions/{transactionId} - Single transaction detail: amount, currency, status, payment method
  • GET https://api.vivapayments.com/checkout/v2/orders/{orderCode} - Order / payment order state for checkout funnel correlation
  • GET https://api.vivapayments.com/api/transactions/{transactionId}/refunds - Refunds and reversals against a transaction
  • GET https://api.vivapayments.com/payouts/v1/{sourceCode} - Settlement / payout schedule, status and age per source_code
  • GET https://api.vivapayments.com/api/messages/me - Credential / connection liveness probe for the core client