The operation of the micromobile transport service largely depends on how convenient it is for users to pay for these services, because any difficulties for customers with online payment lead to direct losses and inability to use. About how the Eleven scooter sharing service is developing now and how cooperation with the online payment system helps in work bePaidsaid Eleven CFO Arseniy Dmitruk.

We can say that we are a full cycle company. Eleven is a developer and operator of micromobile transport: we make our own software and software, we also have our own scooters.

Eleven is an international company founded in late 2018. Works in 4 countries – Belarus, Russia, Georgia and Kazakhstan. The fleet of scooters has 3,700 units, and the number of users is more than 300,000. In 2020, the company became a resident of the Belarusian HTP.

From the very beginning of work in Belarus, it was clear that it was necessary to offer users the opportunity to pay for trips online. We analyzed the offers of various payment systems, looking for a service that would not only be convenient for customers, but also help the sharing itself. As a result, we settled on bePaid.

For customers: new functionality

To give customers as many opportunities as possible to make payments, we recently connected the payment function from the balance with MTS, and in June 2021 we added payment by ERIP.

For some, this is convenient – you do not need to link a card.

It is also suitable for those who have a debt on the card or even expired.

Thanks to bePaid, our users can use Apple Pay, Samsung Pay, Google Pay to pay. In Belarus, we have connected the Halva card. And in Kazakhstan we implemented a joint project Masterpass is a storage of card data protected by the Mastercard security system.

When moving between countries, you do not need to go through the card linking operation. We have a single payment system in different countries, so users do not need to re-link the card, enter a three-digit code. The transfer of all tokens for us is implemented by bePaid.

For the company: assistance with acquiring, reducing the technical load

Let me give you an example from our work in Kazakhstan. After the sanctions, we received restrictions on the ability to conduct transactions, this happened at the very start of the spring 2022 season. The bank warned us about this rather late.

We quickly began to work on connecting the gateway of another bank, managed to complete this implementation and almost seamlessly start working with a new acquiring.

Even on the market of Kazakhstan, we had questions with Kaspi.kz – this is a large bank, it works with individuals, almost all citizens of the country have its card. This card has its own technical features related to limits and bonus programs.

Last year, we had a large number of errors in linking these cards to our service. And at the end of the season, we identified one of the main goals to implement integration with this bank. At the same time, bePaid got a new 3DS2.0 integration mechanism, which helped to solve the pressing issue of linking these cards.

At this stage, it is beneficial for us to use third-party processing, since this is a rather technically complex work. bePaid provides us with information and technical interaction for settlements with different acquiring banks in different countries.

The availability of technical support significantly saves us time and human resources, and also allows us not to maintain a separate staffThere are different situations and failures. On the side of the electronic payment service, employees have been allocated with whom we can discuss various integrations, scaling, new opportunities, connecting gateways, bonus systems. There are technical chats where we analyze possible errors.

Interesting facts about scooters:

• Longest lease. This season our record holder is one of the users in Kazakhstan. He skated without pause 3:19:51! And if with pauses, then the rent of one of the users in Tbilisi was 3:47:13.
• The shortest lease. It will not be entirely correct here: the shortest ones are also 5 seconds, when they did not look at the instructions or simply skipped it. In general, trips of 1 to 2 minutes are not uncommon.
• Curious cases with rent. In 2019, when they first opened, the guy saw a girl on our scooter. She stopped at a cafe, and he was too shy to approach her. Then he regretted it and turned to our company with a request to tell her phone number. We contacted her and explained the situation. The girl agreed to give the guy her contact number. Whether there was a love story, we do not know, but we hope that everything worked out for the guys.

Users’ personal information: secure storage

From year to year, the requirements for the storage of personal data are becoming more stringent.

We practically do not store personal information, only an anonymized phone number.

Everything else, including bank card data, is stored by the electronic payment service. They have a processing system that protects card numbers from unauthorized access and meets all the requirements of the PCI DSS Level 1 security standard, which regulates the receipt, processing and storage of card data. This certificate must be renewed every year.

Therefore, we have no questions about fraud: if the card is seen in a suspicious activity, then it can be rejected by the electronic payment processing system itself. Naturally, companies are comfortable when this responsibility can be delegated. At the same time, we are confident in the safety of information.

Unpleasant rental situations:

When we first started, we regularly had to take the company’s scooter from someone’s apartment. There have been many cases when a scooter is either thrown into the river, or hidden, or someone takes it to the country or out of town.

There are some awkward situations for customers. Most often, they are associated either with a violation of safety regulations, or with a violation of the rules for using the service. We kindly ask everyone to get acquainted with the rules and do not skip the instructions for using the scooter, after all, this is a transport and you need to follow some rules and listen to the recommendations. It is also necessary to respect others, do not leave scooters on the sidewalks and the roadway, park them so that they do not interfere with pedestrians.

Also, for the safety of users, we are adding the ability to use travel insurance to the application. Now this has been implemented in several countries, by the end of the year we plan to add such functionality in all regions of our presence. It doesn’t matter if you are a pedestrian, a driver of a car or a scooter, violation of traffic rules leads to the most serious consequences.

Analytics, rooting and cascade

Both technical support and Evelen accounting use analytical data from the bePaid personal account. This is information on revenue, commissions, financial reports. We see how many transactions took place, what percentage of them were successful, for what amounts, for which cards.

To do this, we do not need to send requests to the bank, all information is displayed in real time.

These data are the most accurate, and the bank sends information about payments in 1-3 days.

Support monitors the situation in terms of user experience. If the client reports that he has some kind of error, support can go into the application and understand whether it is our problem or the issuing bank – for example, limits can be set. If a large amount of errors begins to pour in, then we start the proceedings.

At the processing level, the electronic payment system allows you to set up routing – redirecting card payments of certain banks to these same banks. This is beneficial: making payments at the issuing bank is cheaper. We have such a system in Belarus and Kazakhstan.

Discussing usage cascade: this makes it possible, in case of a transaction error in one bank, to redirect it to the second, then to the third (provided that the company has 3-4 banks connected to work). Such situations are not necessarily associated with sanctions: for various reasons, an error may occur on the part of the issuing bank or the acquiring bank. This process helps to increase the conversion of payments: fewer errors – more successful transactions.

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