MOTO 支付是指客户通过电话或邮件向企业提供支付卡信息的交易，而不是当面或线上支付。首字母缩略词代表“邮购/电话订购”。当客户的卡不在现场时，企业使用这些交易来处理付款。在电商 兴起之前，MOTO 支付较为常见，但有些企业仍在使用。

客户提供他们的银行卡详细信息，企业将这些信息输入支付系统以完成交易。这个过程需要特定的协议来保证所提供的支付信息的安全性和真实性。

虽然数字支付可能会受到更多关注，但美联储的一项支付研究发现，2020 年美国发生了 26 亿笔 MOTO 支付。任何处理邮件和电话订单的企业（或正在考虑添加这些选项的企业）都需要了解如何安全、战略性地部署 MOTO 支付。在数字支付 的背景下，这看起来像什么呢？以下是您需要了解的内容。

目录

• MOTO 支付如何运作？
  
• MOTO 支付的好处
  
• MOTO 支付的缺点
  
• MOTO 支付的最佳实践
  
• 企业如何接受 MOTO 付款
  

MOTO 支付如何运作？

在线商务 引入了技术更先进的支付方式，提供了更大的安全性和便利性。但是，MOTO 交易仍然与某些类型的企业和客户相关。尽管 MOTO 交易非常简单，但需要注意细节并遵守安全协议，以降低风险并提供值得信赖的支付选项。

MOTO 发生在企业处理信用卡或借记卡交易 时，而没有真实存在的卡。流程通常是这样的：

• 客户决定通过电话 或邮购表进行购买。他们口头或在表格上提供他们的银行卡信息，包括卡号、到期日期，有时还包括 CVV 代码。

• 然后，企业手动将此信息输入支付终端或虚拟终端（可在计算机或可访问互联网的设备上访问的基于网络的支付平台）。

• 对于电话订单，企业可能会使用交互式语音应答 (IVR) 系统，提示客户使用电话键盘输入银行卡详细信息。这可以提高安全性，因为企业不直接处理银行卡信息。

• 输入详细信息后，支付处理商 与卡组织和发卡行 通信，以授权交易。这包括检查卡的有效性，确保有足够的资金可用，并应用反欺诈措施。

• 授权 后，交易排队结算，资金被指定用于转账。但是，直到营业日结束，企业将当天的所有交易发送给处理商进行结算时，资金才会转移。

• 在结算过程中，资金从发卡银行转入商家账户 并扣除支付处理商 收取的任何费用。这一步骤可能需要几天时间，具体取决于支付处理商和相关银行。

MOTO 支付还可能涉及其他支付方式，例如客户发送纸质支票，提供银行账户信息进行银行转账，甚至货到付款或开具购后发票。

为了保存记录和解决争议，无论您的企业使用哪种支付方式，您都需要维护完整的 MOTO 交易文件。这包括商品或服务的日期、金额、描述以及任何客户标识符。

MOTO 支付的好处

并非每种类型的业务都需要 MOTO 支付，但它们如今比您最初想象的更有意义。考虑它们是否属于您的支付生态系统。采用 MOTO 支付方式可以带来实质性的好处，特别是在可及性和市场覆盖率方面。概述如下：

• 他们不需要互联网访问
  MOTO 支付打破了互联网接入的障碍。这对于接触网络连接受限或没有网络连接的地区的客户，或不太愿意网上购物的老年人群尤为重要。通过提供电话或邮寄支付选择，企业可以为那些被排除在数字经济之外的人群提供服务。

• 扩大客户群
  受方便、信任和习惯等因素的影响，人们对支付方式有着不同的偏好。通过迎合这些偏好，企业可以吸引那些出于安全考虑而不愿在网上输入银行卡详细信息的客户，或者那些更喜欢电话交谈的个人风格的客户。这就是给客户提供选择，满足他们的舒适度。

• 与潜在客户的个人沟通
  对于某些商业模式，例如高价商品或定制服务，深入的客户服务是关键，MOTO 支付可以带来更加个性化的交易。例如，在电话中，工作人员可以提供个性化的建议，追加销售额外的服务或产品，并建立融洽的关系，从而提高客户忠诚度。

• 不依赖网站或结构化结账流程
  在高峰期或人流量大的活动期间，企业可以迅速处理订单，无需客户等待网站页面加载，从而减少放弃购物车 和销售损失。

虽然 MOTO 支付可能看起来已经过时，但它们仍然受到现代安全措施的约束。企业必须遵守严格的安全标准来保护客户信息，使用地址验证服务 (AVS) 和 CVV 验证，这可以使客户对他们的交易感到更安全。

MOTO 支付与数字支付 系统相辅相成，使企业能够提供传统与现代相结合的客户服务，并展示对客户便利性和包容性的承诺。

MOTO 支付的缺点

企业应该考虑 MOTO 支付的风险和挑战，包括：

欺诈可能性增加

如果没有实体卡，就很难验证使用实体卡的人是否是合法持卡人。诈骗分子可能会尝试使用被盗的银行卡详细信息，因为他们知道没有必要出示银行卡本身。

缓解策略：使用 AVS 等安全措施，并要求提供银行卡的 CVV 代码。此外，尽可能实施双重身份验证，例如向持卡人的手机发送确认码。

撤单和争议

使用 MOTO 支付发生拒付 的可能性较高，因为客户可能不承认对账单上的扣款，或声称他们从未授权过交易。

缓解策略：保留交易和客户互动的详细记录。电话录音（在征得同意的情况下）和使用已签名的订单可为解决争议提供证据。

数据安全问题

通过电话或邮件处理敏感的支付信息涉及数据泄露和未经授权访问的风险。

缓解策略：遵守支付卡行业数据安全标准 (PCI DSS) 要求，对员工进行数据安全培训，并确保安全存储任何书面信息，然后在不再需要时妥善销毁。

手续费较高

支付处理商 通常会对 MOTO 交易收取更高的费用。

缓解策略：货比三家，寻找费率具有竞争力的支付处理商，并根据交易量和所采取的安全措施来协商费用。

运营挑战

接受 MOTO 付款可能需要员工在处理订单时付出更多努力，并且可能会减慢运营速度，尤其是在您遇到大量呼叫时。

缓解策略：使用高效的接单系统（可能使用 IVR 接听电话）简化流程，并培训员工快速准确地处理交易。

有限的客户验证

很难进行某些当面或通过数字交易 进行的验证检查。

缓解策略：实施专为 MOTO 支付而设计的其他验证流程，并培训员工查找订单中可能暗示欺诈活动的危险信号或不一致之处。

使用 MOTO 支付的企业必须主动了解这些风险，并努力采用策略来化解这些风险。虽然 MOTO 支付更容易使用，但也需要提高警惕和严格的安全协议来保护企业和客户。

MOTO 支付的最佳实践

对于 MOTO 支付，请考虑以下最佳实践：

• 语音认证：实施语音认证技术。经客户同意，客户的声纹可用作电话交易的唯一验证工具，从而提高安全性。

• 来电线路识别：使用来电线路识别功能，将来电与已知欺诈风险或以往欺诈交易的数据库进行比较，对潜在的风险来电立即作出提示。

• 动态货币兑换：为国际客户 提供动态货币转换。这可以让他们听到或看到以本国货币计算的购买成本，从而提高客户的信任度和体验。

• 专用 MOTO 账户：为 MOTO 交易设置专门的商家账户，将其与其他销售渠道区分开来。这可以帮助您更有效地跟踪和管理潜在的欺诈 行为。

• 回头客代币化：使用令牌化 安全存储重复购买的客户付款信息。如果被诈骗分子拦截，令牌将毫无用处。

• 自定义欺诈评分：开发一套针对 MOTO 交易概况的欺诈评分系统，将购买规模、频率和订购模式中的任何异常情况等因素考虑在内。

• 智能呼叫路由：智能呼叫路由可将老客户引导至他们曾与之交谈过的座席。这些代理可以帮助检测常规客户的交易是否存在问题。

• 交易后分析：使用数据分析进行交易后分析，以识别可能表明欺诈的模式。这可能包括分析下订单所需的时间、在提供信息时的任何犹豫或订单详细信息的不一致。

• IVR 付款选项：为不愿将银行卡详细信息直接提供给代理的客户提供 IVR 系统。这可以减少人为错误和数据泄露。

• 客户指导：主动向客户介绍 MOTO 交易将如何进行，他们需要提供哪些信息，以及在不确定的情况下如何验证呼叫的合法性。

• 后续验证：对于大额或不寻常的交易，请使用后续验证电话或发送带有唯一一次性代码的短信，客户必须提供该代码才能完成销售。

• 定期员工评估：定期评估处理 MOTO 付款的员工，以确认他们是否遵守协议，并且随着时间的推移没有养成可能危及安全的松懈习惯。

• PCI 合规性：接受 MOTO 付款的企业必须遵守 PCI DSS 以保护持卡人数据。这些标准包括安全地存储交易记录，以及在授权后不保留敏感的身份验证数据。

How to accept MOTO payments as a business

Setting up MOTO payments means understanding the role of virtual terminals, which are online applications that allow businesses to manually enter payment details received via phone or mail. They are secure web-based versions of the physical point-of-sale (POS) terminals used in retail stores, and they are key for processing these transactions.

Virtual terminals facilitate MOTO payments by providing a secure and efficient way to enter and process payment information remotely. They are important for businesses that require a flexible, reliable solution for card-not-present transactions. They also keep transaction records that businesses can easily access for reporting, refunds, or chargeback management.

Businesses interested in accepting MOTO payments should consider them as part of an overall strategy to offer comprehensive payment solutions to their customers. Here’s a step-by-step guide for accepting MOTO payments:

1. Set up a merchant account: Begin by establishing a merchant account that is enabled for MOTO transactions. This is a type of bank account that allows businesses to accept credit and debit card payments.

2. Choose a payment processor: Partner with a payment processor that supports MOTO payments. The processor should provide a virtual terminal as part of its service.

3. Perform a security check: Confirm that the virtual terminal is PCI DSS compliant. Set up additional security measures such as AVS checks and CVV verification to reduce the risk of fraud in card-not-present transactions.

4. Integrate the virtual terminal: Integrate the virtual terminal into your business operations. This might involve setting it up on multiple workstations and/or making it accessible to remote teams.

5. Train staff: Train your team to use the virtual terminal. They should understand how to process payments and maintain security and privacy when handling sensitive customer information.

6. Process a transaction: To process a MOTO payment, enter the customer’s payment details into the virtual terminal, verify the information, and submit it for authorization.

7. Authorize the transaction: The virtual terminal communicates with the payment processor to authorize the transaction, ensuring the card is valid and funds are available.

8. Complete the transaction: If authorization is successful, finalize the transaction by completing the payment, which will then settle the funds to your merchant account.

Stripe powers financial interactions for businesses of all sizes, and its virtual terminal is set up to accept MOTO payments. There are a few key steps to follow when handling these transactions with Stripe:

1. Create a Payment Intent: This is a declaration to Stripe’s systems that you intend to charge a customer’s card. When setting up a Payment Intent for a MOTO payment, you specify that the payment method will be a card.

2. Process the payment: Using the Stripe Terminal or application programming interface (API), process the payment by marking it specifically as a MOTO transaction. This involves entering the cardholder’s card number, CVC, expiration date, and postal code into the system.

3. Verify the reader state: If you’re using hardware, you’ll need to ensure that the terminal is in the correct state—such as idle, waiting for input, processing a transaction, or in error mode—to process the payment.

4. Capture the payment: To finalize the transaction, capture the payment. If the Payment Intent status is requires_capture, then you must confirm the capture to move the funds.

How much do MOTO payments cost?

Accepting MOTO payments typically costs slightly more than other card payments. Card processing fees include a percentage of the transaction amount, plus a fixed fee, and many providers charge a higher percentage for MOTO payments because of the increased fraud risk. You can learn more about Stripe’s pricing for MOTO payments here.

Best practices for MOTO payments

For MOTO payments, consider the following best practices:

• Voice authentication: Implement voice authentication technology. With consent, customers’ voice prints can be used as a unique verification tool for phone transactions, increasing security.

• Caller line identification: Use caller line identification features to compare incoming calls against a database of known fraud risks or previous fraudulent transactions, providing an immediate flag for potentially risky calls.

• Dynamic currency conversion: Offer your international customers dynamic currency conversion. This allows them to hear or see the cost of their purchase in their home currency, which can improve customer trust and experience.

• Dedicated MOTO accounts: Set up dedicated merchant accounts for MOTO transactions to separate them from other sales channels. This can help you track and manage potential fraud more effectively.

• Tokenization for repeat customers: Use tokenization to safely store customer payment information for repeat purchases. Tokens are useless if intercepted by fraudulent actors.

• Customized fraud scoring: Develop a fraud scoring system that is tailored to the profile of MOTO transactions, taking into account factors such as purchase size, frequency, and any anomalies in ordering patterns.

• Intelligent call routing: Intelligent call routing directs repeat customers to agents they’ve spoken with before. These agents can help detect if something is amiss with a regular customer’s transaction.

• Post-transaction analysis: Conduct post-transaction analysis using data analytics to identify patterns that may indicate fraud. This can include analyzing the time taken to place an order, any hesitancy in providing information, or inconsistencies in order details.

• IVR payment options: Offer an IVR system for customers who prefer not to give their card details directly to an agent. This can reduce human error and data exposure.

• Customer education: Proactively educate customers on how a MOTO transaction will proceed, what information they will need to provide, and how they can verify the legitimacy of the call if they’re uncertain.

• Follow-up verification: For large or unusual transactions, employ a follow-up verification call or send a text message with a unique one-time code that the customer must provide to finalize the sale.

• Regular staff assessments: Regularly assess staff that handle MOTO payments to confirm they’re following correct security protocols.

• PCI compliance: Businesses that accept MOTO payments must comply with PCI DSS to safeguard cardholder data. These standards include securely storing transaction records and not retaining sensitive authentication data post-authorization.

How Stripe Terminal can help

Stripe Terminal allows businesses to grow revenue with unified payments across in-person and online channels. It supports new ways to pay, simple hardware logistics, global coverage, and hundreds of POS and commerce integrations to design your ideal payments stack. You can process MOTO payments using Stripe Terminal by simply entering the card information on the card reader instead of tapping or inserting a physical card.

Stripe powers unified commerce for brands like Hertz, URBN, Lands’ End, Shopify, Lightspeed, and Mindbody.

Stripe Terminal can help you:

• Unify commerce: Manage online and in-person payments on a global platform with unified payments data.

• Expand globally: Scale to 24 countries with a single set of integrations and popular payment methods.

• Integrate your way: Develop your own custom POS app or connect with your existing tech stack using third-party POS and commerce integrations.

• Simplify hardware logistics: Easily order, manage, and monitor Stripe-supported readers, wherever they are.

Learn more about Stripe Terminal, or get started today.