1. Enhancing E-Commerce Processes with Alerts and Web Services: A case study on Online Credit Card Payment Notification Winnie N.Y.Yan Dept. of Computer Science, HKUST yanngayee@gmail.com Dickson K. W. CHIU Senior Member, IEEE Dickson Computer Systems Hong Kong kwchiu@acm.org, dicksonchiu@ieee.org

2. e-NotificationICMLC 2007-2 Introduction Increase credit card payment security with double confirmation (on alternative channels) Notified Credit Card Payment System (NCCPS) Support online payment as well as traditional usage Complements / augments services like: “Verify by VISA” / “MasterCard SecureCode”

3. e-NotificationICMLC 2007-3 Solution Overview Web services Information and process integration among different parties Shielding the communication and process complexity Alert Management Manage messaging, resending, routing, logging, etc. Different urgency policy, e.g., credit limit, lost card report, etc.

4. e-NotificationICMLC 2007-4 Case Study: Credit Card Payment

5. e-NotificationICMLC 2007-5 Case Study: Security Notification / Confirmation CustomerMerchant Bank Mobile Content Provider Internet SMS to/from client Purchase product provided by Merchant Request credit card payment by customer‘s information Perform the credit card transaction Double Confirmation by SMS CustomerMerchant Bank Mobile Content Provider Internet SMS to/from client Purchase product provided by Merchant Request credit card payment by customer‘s information Perform the credit card transaction Double Confirmation by SMS

6. e-NotificationICMLC 2007-6 Alert Conceptual Model

7. e-NotificationICMLC 2007-7 The role of Alerts in Confirmation Systems Confirmation Systems and Workflows Event/Exception Handling Process Requirements Alerts Managed by AMS Web Services and Mobile Devices

8. e-NotificationICMLC 2007-8 System Architecture Customer Bank Mobile Service Provider Merchant Customer Service Call center Bank search Bank Database Mobile Number Request Notified Credit Card Payment System (NCCPS) Confirmation request Alert Monitor Log Database Mobile Service Provider Search Mobile Database Alert sent request Confirmation Response Payment request /reject Payment response Alert Management System (AMS)

9. e-NotificationICMLC 2007-9 AMS Mechanism Urgencies Strategy Definition Modules Service Provider Monitoring Module Incoming Alert Monitor Outgoing Alert Monitor Database Process Execute Module Process / Alert Definition Module System Workflow and Application Logic Alert Management System (AMS) Execute Alerts Handlers Create Alerts Outgoing Alerts Outgoing Alert Response Incoming Alerts Incoming Alerts Response

10. e-NotificationICMLC 2007-10 Sample Alert Confirmation User Interface

11. e-NotificationICMLC 2007-11 Typical Lifecycle of a Confirmation Alert

12. e-NotificationICMLC 2007-12 Web Service Design Service Name: requestPaymentAgent Input: MerchantID, CustomerID, CustomerCreditCardInfo, ProductInfo, AmountPayment, ResponseRequired (YES|NO)) Response: MerchantID, CustomeID, TracsactionResult (Completed | Incompleted), ResponseMessage Service Name: requestMobileNo Input: MerchantID, CustomerID, CustomerCreditCardInfo, AmountPayment, ResponseRequired (YES|NO)) Response: MerchantID, CustomerID, CustomerMobileNumber Service Name: completeTransaction Input: MerchantID, CustomerID, ConfirmationResult (Confirmed| Rejected), ResponseRequired (YES|NO)) Response: MerchantID, CustomerID, TracsactionResult (Completed| Incompleted), ResponseMessage

13. e-NotificationICMLC 2007-13 Exception Handling Services Service Name: reportLost Input: LostID, CustomerID, CustomerInfo, ResponseRequired (YES|NO)) Response: LostID, CustomerID, AccountLock (Yes | No) Service Name: reportAction Input: CrimeID, CrimeMessage, CustomerInfo, ResponseRequired (YES|NO)) Response: CrimeID, Received(Yes | No) Service Name: creditLimit …

14. e-NotificationICMLC 2007-14 Web Services Based Integration Interfaces different process enactment systems, enforcement system, and exception handling Offers a unified platform for both manual and programmatic interfaces Automates the data and process integration with partners’ systems

15. e-NotificationICMLC 2007-15 Conclusion Effectively enhances and manages the confirmation / notification procedures Application of alert mechanism and Web services Integrates processes and data among different parties Effective and timely exception handling can be achieved

16. e-NotificationICMLC 2007-16 Future Work More integration: Link up / alert for other financial systems Elevation of urgency and routing Data mining for security analysis, CRM, etc. Detailed performance evaluation of the system Use questionnaires to evaluate the satisfaction of various stakeholders Security and privacy issues

17. e-NotificationICMLC 2007-17 Question and Answer Thank you! Contact: dicksonchiu@ieee.org