> ## 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. # Success Rate, Viva Payments > Success Rate for Viva Payments stores. Tracked live in Vortex IQ Nerve Centre. How to read it, why it matters, and how to act on it. **Metrics type:** [Supporting Metrics](/nerve-centre/overview#metrics-types-explained) • **Category:** [Payment Gateway](/nerve-centre/connectors#connectors-by-type) ## At a glance > The percentage of attempted Viva Payments transactions that **succeeded**. The complement of decline rate + 3DS abandon rate (success% + decline% + abandon% = 100%). The single cleanest health indicator for the rail; deteriorations show here before they hit volume. | | | | --------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **What it counts** | `COUNT(StatusId = F) ÷ COUNT(StatusId IN (F, E, M, X)) × 100`. Numerator includes only `F` (Successful); denominator includes all attempted transactions. | | **API endpoint** | [`/api/transactions`](https://developer.vivawallet.com/apis-for-payments/payment-api/) with no status filter. | | **Currency** | **Currency-neutral** (rate, not amount). | | **3DS 2 treatment** | A frictionless or challenge-completed pass = `F` (counts). A challenge the customer abandoned = `X` (drags the rate down via the denominator). A challenge the issuer rejected = `E` (also drags down). | | **Refunds** | Not relevant (refunds are post-success). | | **Disputes** | Not relevant. | | **Recurring rebills** | Counted. A failed rebill drags success rate; Smart Retry recovery flips it back when retry succeeds. | | **Channels** | Online + POS + recurring + pay-by-link blended. POS card-present is structurally near 99% (chip-and-PIN local approval); online card-not-present is typically 88 to 94%. The blended figure depends heavily on channel mix. | | **Time window** | `7D vsP` (default 7-day rolling). | | **Alert trigger** | `<92%` absolute, OR `>3pp` drop vs prior week. Sentiment thresholds: good ≥95%, warn ≥90%. | | **Roles** | owner, finance, operations | ## Calculation Calculated automatically from your Viva Payments data. See the At a glance summary above for what the metric tracks and the worked example below for a typical reading. ## Worked example A pan-EU subscription beauty box ("Mediterranean Glow") on Smart Checkout, recurring rebills monthly. Window 26 Apr 26 to 02 May 26 (7-day). | Channel | F (success) | E + M (declined) | X (abandoned) | Success rate | | -------------------------------- | ----------- | ---------------- | ------------- | ------------------------- | | Online checkout (new) | 2,840 | 184 | 96 | 2,840 ÷ 3,120 = **91.0%** | | Recurring rebills (1st of month) | 4,210 | 168 | 0 | 4,210 ÷ 4,378 = **96.2%** | | Pay-by-link (B2B wholesale) | 18 | 0 | 1 | 18 ÷ 19 = **94.7%** | ```text theme={null} Blended success rate (this card): Successful (F) = 2,840 + 4,210 + 18 = 7,068 All attempted = 3,120 + 4,378 + 19 = 7,517 Success rate = 7,068 ÷ 7,517 = 94.0% Decline rate = (184 + 168) ÷ 7,517 = 4.7% 3DS abandon rate = (96 + 1) ÷ 7,517 = 1.3% Sum = 94.0% + 4.7% + 1.3% = 100.0% ``` What the merchant should notice: 1. **Recurring at 96.2% is healthy.** Tokenized rebills against on-file cards generally succeed at 95 to 98% (network tokens via VTS / MDES improve this further). Below 94% suggests stale tokens (cards expired without auto-update) or issuer-side risk-flag changes. Smart Retry recovers 30 to 50% of initial failures over 3 to 7 days, dragging this number up retrospectively. 2. **Online new at 91.0% is at the lower edge.** EU intra-EEA card-not-present typically runs 90 to 95%. Below 90% triggers investigation: top decline reasons, BIN-range outages, 3DS friction, fraud-filter tightening. Open [`viv_top_decline_reasons`](/nerve-centre/kpi-cards/viva-payments/top-decline-reasons) first. 3. **Blended at 94.0% is in healthy range but not great.** Note the recurring channel structurally lifts the blended rate; if recurring share dropped, blended rate would drop with no real change in performance. Channel mix is always the lurking variable. 4. **3DS abandon at 1.3% is excellent.** Frictionless rate around 80 to 85% on online traffic, abandon-on-challenge around 10%. The 96 abandons are a UX cost, not a fraud or issuer cost. 5. **Pay-by-link at 94.7% is normal.** Low volume so the rate is volatile; one declined B2B link at EUR 1,200 ticket can swing it. Don't over-react to short-term moves on small denominators. ## Sibling cards merchants should reference together | Card | Why pair it with Success Rate | | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------- | | [`viv_decline_rate`](/nerve-centre/kpi-cards/viva-payments/decline-rate) | The decline component (issuer rejected). | | [`viv_threedsecure_abandon_rate`](/nerve-centre/kpi-cards/viva-payments/3ds-abandonment-rate) | The abandon component (customer gave up at challenge). | | [`viv_top_decline_reasons`](/nerve-centre/kpi-cards/viva-payments/top-decline-reasons) | The reason-code breakdown when this rate dips. | | [`viva_payment_methods`](/nerve-centre/kpi-cards/viva-payments/payment-methods) | Method mix shifts can shift success rate (AmEx and non-EEA cards have higher decline rates). | | [`viv_volume_trend`](/nerve-centre/kpi-cards/viva-payments/volume-trend) | Volume drops paired with success-rate drops indicate rail issues; volume drops with steady success rate indicate marketing or merchant issues. | | Stripe [`stripe_payment_health_score`](/nerve-centre/kpi-cards/stripe/payment-health-score) / PayPal [`pp_payment_health_score`](/nerve-centre/kpi-cards/paypal/payment-health-score) | Composite-score peers across rails. | | [`viva_total_revenue`](/nerve-centre/kpi-cards/viva-payments/total-revenue) | Direct revenue impact, every 1pp success-rate drop costs roughly 1% of period revenue. | ## Reconciling against the vendor's own dashboard **Where to look in the Viva Payments Dashboard:** [viva.com/business/account/login](https://www.viva.com/en/business/account/login). Closest comparable view: > **Viva Business → Sales → Reports → Transactions** (success-rate tile on the overview) **Why our number may legitimately differ:** | Reason | Direction | Why | | --------------------------- | ------------------------------------ | --------------------------------------------------------------------------------------------------------------------------------------------------------- | | **3DS abandon attribution** | Theirs may show higher | Some Viva Dashboard views group `X` (abandoned) with `F` (success), inflating their rate. This card excludes abandons from numerator (correct behaviour). | | **3DS late completion** | Theirs revises upward | Late completions flip `X` to `F` retroactively in Dashboard; we update on next sync. | | **Time zone** | Boundary days off | Athens / Cyprus timezone vs UTC. | | **Channel scoping** | If Dashboard filtered to online only | POS dilutes the blended rate up; Dashboard filtered to online-only shows lower number. | **Cross-connector reconciliation:** | Comparison | Expected relationship | When divergence is legitimate | | ---------------------------------------------------------------------------------------------------------------- | ------------------------ | ------------------------------------------------------------------------------------------------------------------------------- | | `viv_success_rate` ↔ [`stripe.stripe_payment_health_score`](/nerve-centre/kpi-cards/stripe/payment-health-score) | Often differ by 1 to 4pp | Different acquirer routing per issuer. Viva's domestic routing for Greek / Cyprus issuers typically beats Stripe's by 1 to 3pp. | | `viv_success_rate` ↔ [`paypal.pp_payment_health_score`](/nerve-centre/kpi-cards/paypal/payment-health-score) | PayPal usually lower | PayPal carries higher-risk traffic and includes buyer-protection-flagged users. | ***
Documentation cross-reference * [`stripe.stripe_payment_health_score`](/nerve-centre/kpi-cards/stripe/payment-health-score) * [`paypal.pp_payment_health_score`](/nerve-centre/kpi-cards/paypal/payment-health-score)
## Known limitations / merchant FAQs **"Success rate dropped 3pp overnight, what to check?"** In order: (1) [`viv_top_decline_reasons`](/nerve-centre/kpi-cards/viva-payments/top-decline-reasons) for the dominant reason code (sudden cluster of `DO_NOT_HONOR` from one BIN range = issuer-side fraud filter triggered); (2) Viva status page for incidents; (3) recent merchant-side changes (new fraud rule, 3DS configuration, payment-form JS deploy); (4) channel mix (did online share grow vs POS, dragging blended rate down); (5) traffic source (a campaign sending high-risk buyers). **"What's a good success rate for EU stores?"** Online-only: 90 to 95% is healthy, above 95% is excellent (often network-token-backed recurring), below 88% needs investigation. POS-only: 98 to 99.5%. Blended depends on mix; 92 to 96% is typical for Mediterranean SMBs running both. **"Smart Retry, does it lift this number retroactively?"** Yes. A failed rebill counts as `E` initially. When Smart Retry succeeds 1 to 7 days later, the new attempt is `F` and the success rate computation includes both the original failure and the eventual success. The retried success counts in the numerator and denominator, lifting the rate compared to a no-retry baseline. **"Why does Viva often beat Stripe on success rate for Greek issuers?"** Domestic routing. Viva connects directly to Greek and Cyprus issuing banks; Stripe usually routes via a non-Greek acquirer for those issuers, which adds an extra hop and 1 to 3pp of issuer rejection. Same logic applies in Spain, Italy, Portugal, Romania to varying degrees. **"3DS exemption strategy, how does it affect success rate?"** Properly configured exemptions (low-value, MIT, recurring, trusted-merchant) skip 3DS entirely on those flows, eliminating the abandon-on-challenge cost and lifting blended success. Misconfigured exemptions (claiming when not eligible) result in `3DS_REQUIRED` issuer pushback, dragging the rate down. Audit your exemption claims quarterly. **"PSD2 SCA, what's the impact?"** SCA forces 3DS challenges on EEA card-not-present payments above EUR 30 unless an exemption applies. The structural floor for EU CNP success rate is therefore around 88 to 92%; above that requires either strong frictionless rate (good risk data feed) or aggressive exemption use. **"My JP Morgan acquisition concerns, did anything change here?"** No. Viva risk engine, issuer-routing relationships, and 3DS handling are unchanged post-acquisition. **"PSP comparison, can I A/B test Viva vs Stripe on the same traffic?"** Yes, via dynamic-routing tools or by splitting checkout method-of-payment options. Most multi-PSP merchants find 1 to 3pp difference by issuer-region. The split usually doesn't justify the complexity unless volume is large. *** ### Tracked live in Vortex IQ Nerve Centre *Success Rate* is one of hundreds of KPI pulses Vortex IQ tracks across Viva Payments and 70+ other ecommerce connectors. Nerve Centre runs the detection layer; Vortex Mind investigates the cause when something moves; Ask Viq lets you interrogate any number in plain English. [Start for free](https://app.vortexiq.ai/login) or [book a demo](https://www.vortexiq.ai/contact-us) to see this metric running on your own data.