How a Fintech Service Provider Improved Payment Success Rates in Southeast Asia
Fintech Service
Malaysia, Indonesia
Business Challenge
The client, based in Hong Kong, specializes in custom payment gateway solutions for international businesses. High payment failure rates on their Malaysia and Indonesia corridors were becoming a critical operational challenge.
Key pressure points included:
Payment failure rates as high as 57% across Indonesian and Malaysian channels
No clear visibility into the root causes of those failures
Payment operations could not keep pace with transaction demand
The client had existing but insufficient payment capabilities for the markets in question. They needed a payment infrastructure partner who could close their local coverage gap, address the persistent payment failure issue, and keep the operations running reliably as their volumes increased.
Why Mobi
The client needed improved local payment method coverage across two Southeast Asian markets where users have strong preferences for domestic payment routes. Alongside coverage, they needed a way to bring their service consistency up to standard.
Mobi's payment ecosystem across Malaysia and Indonesia covers more than 50 of the most popular domestic payment methods, including bank transfers, e-wallets, and QR payments. Combined with multi-host routing capability, 99.999% platform uptime, centralized monitoring, and round-the-clock technical support, Mobi is the right fit for a client looking to operate in markets prone to infrastructure downtimes.
Implementation Highlights
Mobi deployed a two-part solution for the client: a diagnostic review of the client’s existing setup, followed by a targeted payment stack upgrade.
Diagnostics:
Mobi’s support team ran a comprehensive review of the client’s payment setup and identified the driving factors behind the high failure rate:
QR link expiry: The QR-based payment method in use had a five-minute validity window. Users were missing the window frequently, resulting in payment failures. The team recommended adding a countdown timer to the client's checkout page, giving users a visible cue and directly reducing failures at the point of payment.
Host dependency: The team used a multi-host routing strategy to ensure that the payment traffic isn’t exposed to any single host's downtimes and performance dips.
Payment stack upgrade:
The team assessed the client’s userbase and curated a more targeted payment mix. The client payment setup was upgraded to enable familiar payment options:
DuitNow, FPX, QRIS, Virtual Accounts, and BCA Virtual Accounts for pay-ins and payouts.
Concessional opening rates were offered to support volume growth during the initial recovery and scaling phase.
Post-Implementation Outcomes
Payment performance was measured across the first three months following the infrastructure deployment.
Success Rate Improvement: Overall payment success rate improved from 38.19% to a healthier 82%.
Failure Rate Reduction: Payment failure rates reduced to under 8%, down from a pre-implementation peak of 57%. Specific features were added to the setup to distinguish pending payments from genuine failures. This improved visibility as well as reconciliation accuracy.
Transaction Volume Growth: Payment volumes grew more than 40x between the pre-deployment baseline and peak month, driven by expanded local rail access, a better-matched payment mix, and multi-host routing optimization.
Support and Partnerships
Mobi provided dedicated support throughout the deployment and post-integration phases, including real-time diagnosis of operational issues and direct collaboration with the client’s technical team. Multi-host routing continued to be optimized based on live performance data as volumes scaled. For the next stage, the client’s cross-border settlements are being extended to include USDT, supported through Canis.
Products: DuitNow · FPX · QRIS · Virtual Accounts (VA, BCA VA) · Payouts