420 lines
16 KiB
Markdown
420 lines
16 KiB
Markdown
---
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title: Payment Gateway Integration PRD
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type: prd
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status: draft
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created: 2025-11-04
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updated: 2025-11-04
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---
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# Product Requirements Document: Payment Gateway Integration
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## Objectives
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### Primary Objectives
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1. **Enable Real-time Online Payment Processing**
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- **Goal**: Allow customers to complete purchases instantly without manual invoice processing
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- **Measure**: Checkout conversion rate and average checkout time
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- **Target**: 75% conversion rate (up from 55%), average checkout time under 45 seconds
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- **Timeline**: Launch by Q2 2026, achieve targets within 3 months post-launch
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- **Why it matters**: Eliminates primary source of cart abandonment (45% currently) and recovers $1.8M in lost annual revenue
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2. **Reduce Operational Costs and Manual Work**
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- **Goal**: Automate payment processing and reconciliation to eliminate manual labor
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- **Measure**: Hours spent on manual payment processing and reconciliation
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- **Target**: Reduce from 20 hours/week to 4 hours/week (80% reduction)
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- **Timeline**: Immediate upon launch
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- **Why it matters**: Saves $100K annually in labor costs, allows sales/finance teams to focus on high-value work
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3. **Improve Customer Satisfaction with Modern Checkout**
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- **Goal**: Provide seamless, secure checkout experience matching major e-commerce sites
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- **Measure**: NPS score for checkout experience and payment-related support tickets
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- **Target**: NPS 50+ (up from 35), reduce payment support tickets by 50%
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- **Timeline**: Measure within 30 days post-launch
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- **Why it matters**: Customer satisfaction drives repeat purchases and positive word-of-mouth
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### Secondary Objectives
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1. Enable subscription and recurring billing capabilities (Phase 2 - deferred 6-12 months)
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2. Support international currencies and payment methods (Phase 2 - market dependent)
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## Success Criteria
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### Launch Criteria (Must-Have)
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**Functional Completeness**
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- [ ] Process 100 test transactions with 0% failure rate
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- [ ] Support card payments (Visa, MC, Amex, Discover) and digital wallets (Apple Pay, Google Pay)
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- [ ] One-click checkout functional for returning customers with saved payment methods
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- [ ] Integration with Salesforce CRM and QuickBooks accounting complete
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- [ ] Email confirmations sent within 30 seconds of successful payment
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**Quality Standards**
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- [ ] Payment processing time <3 seconds at 95th percentile
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- [ ] Checkout page load time <2 seconds
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- [ ] PCI DSS SAQ-A compliance validation complete
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- [ ] Security audit passed with zero critical vulnerabilities
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- [ ] Mobile-responsive checkout tested on iOS and Android
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**Operational Readiness**
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- [ ] Stripe integration monitoring and alerting configured
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- [ ] Webhook processing with retry logic implemented
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- [ ] Runbooks for common payment issues created
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- [ ] Support team trained on new checkout flow and troubleshooting
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- [ ] Customer-facing documentation published
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### Success Metrics (Post-Launch)
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**Adoption Metrics (30 days)**
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- [ ] **Transaction volume**: 0 → 1,000+ online transactions processed
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- [ ] **Saved payment adoption**: 60% of customers save payment method on first use
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**Engagement Metrics (30 days)**
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- [ ] **Checkout conversion**: 55% → 75% (reduce abandonment 45% → 25%)
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- [ ] **Average checkout time**: N/A → 45 seconds (90th percentile)
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**Business Metrics (90 days)**
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- [ ] **Revenue recovery**: $150K+ in previously abandoned cart revenue
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- [ ] **Operational cost reduction**: 80% reduction in manual payment processing time
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- [ ] **Customer satisfaction**: NPS 35 → 50+ for checkout experience
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**Quality Metrics (30 days)**
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- [ ] **Payment success rate**: 98%+ of initiated transactions complete successfully
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- [ ] **System uptime**: 99.9%+ (max 45 minutes downtime per month)
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- [ ] **Support ticket reduction**: 50% fewer payment-related inquiries
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## Functional Requirements
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### FR1: Credit/Debit Card Payment Processing
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**Description**: Process credit and debit card payments securely in real-time with instant confirmation
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**User Story**: As an online shopper, I want to pay with my credit/debit card directly on the checkout page, so that I can complete my purchase immediately without waiting for invoices
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**Inputs**:
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- Card number, expiration date, CVV (via Stripe Elements)
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- Billing address
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- Purchase amount and order details
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- Customer email
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**Outputs**:
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- Payment confirmation with transaction ID
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- Order receipt via email
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- Updated order status in CRM
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**Business Rules**:
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- Accept Visa, Mastercard, American Express, Discover
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- Require CVV for all transactions (fraud prevention)
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- Maximum transaction amount: $10,000 (fraud threshold)
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- Minimum transaction amount: $1.00
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**Acceptance Criteria**:
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- [ ] Given valid card details, when customer submits payment, then transaction processes in <3 seconds
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- [ ] Given invalid card number, when customer submits, then clear error message displays before submission
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- [ ] Given successful payment, when transaction completes, then confirmation email sent within 30 seconds
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- [ ] Given payment failure, when Stripe returns error, then user-friendly message explains issue and suggests resolution
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**Priority**: Must Have
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**Dependencies**: Stripe API integration, email service (SendGrid)
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---
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### FR2: Digital Wallet Support (Apple Pay / Google Pay)
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**Description**: Enable payment via Apple Pay and Google Pay for faster mobile checkout
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**User Story**: As a mobile shopper, I want to pay with Apple Pay/Google Pay, so that I can checkout with a single tap using my saved payment method
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**Inputs**:
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- Apple Pay/Google Pay token
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- Purchase amount
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- Shipping address (from wallet if available)
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**Outputs**:
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- Payment confirmation
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- Order receipt
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**Business Rules**:
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- Available only on supported browsers/devices
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- Gracefully degrade to card entry if wallet unavailable
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- Auto-fill shipping address from wallet when possible
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**Acceptance Criteria**:
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- [ ] Given iPhone with Apple Pay, when user selects Apple Pay, then payment completes with Face ID/Touch ID
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- [ ] Given Android with Google Pay, when user selects Google Pay, then payment completes with fingerprint/PIN
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- [ ] Given wallet payment, when user confirms, then checkout completes in <10 seconds total
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- [ ] Given unsupported browser, when checkout loads, then wallet buttons hidden and card entry shown
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**Priority**: Should Have
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**Dependencies**: Stripe Payment Request API, HTTPS (required for Apple Pay)
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---
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### FR3: Saved Payment Methods (One-Click Checkout)
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**Description**: Allow customers to securely save payment methods for faster future checkouts
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**User Story**: As a returning customer, I want to save my payment method, so that I can checkout with one click on future purchases without re-entering my card
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**Inputs**:
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- "Save payment method" checkbox selection
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- Customer account (must be logged in)
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- Payment method details (tokenized by Stripe)
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**Outputs**:
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- Payment method saved to customer account (Stripe token stored)
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- Display last 4 digits and card brand in account
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**Business Rules**:
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- Maximum 5 saved payment methods per customer
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- Must be logged in to save payment method
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- Can set one method as default
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- Can delete saved methods anytime
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**Acceptance Criteria**:
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- [ ] Given logged-in customer, when they check "save payment method", then method saved after successful payment
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- [ ] Given returning customer, when they view saved methods, then see last 4 digits and expiration date (not full number)
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- [ ] Given saved payment method, when customer selects it at checkout, then auto-fills payment form
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- [ ] Given multiple saved methods, when customer sets default, then it pre-selects at checkout
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**Priority**: Must Have
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**Dependencies**: FR1, user authentication, Stripe payment methods API
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---
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### FR4: CRM Integration (Salesforce)
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**Description**: Automatically sync payment transactions and customer payment methods with Salesforce CRM
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**User Story**: As a sales rep, I want payment information automatically updated in Salesforce, so that I have complete customer transaction history without manual entry
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**Inputs**:
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- Successful payment transaction
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- Customer email (matches Salesforce contact)
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- Order details
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**Outputs**:
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- Salesforce opportunity updated to "Closed Won"
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- Transaction record created in Salesforce
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- Customer payment method status updated
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**Business Rules**:
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- Match customers by email address
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- Create new contact if email not found
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- Update opportunity within 5 minutes of payment
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- Store only last 4 digits of card in Salesforce
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**Acceptance Criteria**:
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- [ ] Given successful payment, when transaction completes, then Salesforce opportunity updated within 5 minutes
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- [ ] Given new customer, when payment completes, then new Salesforce contact created
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- [ ] Given existing customer, when payment completes, then transaction added to existing contact
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- [ ] Given CRM sync failure, when Stripe payment succeeds, then retry CRM update 3 times with exponential backoff
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**Priority**: Must Have
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**Dependencies**: Salesforce API access, webhook processing
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---
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### FR5: Accounting Integration (QuickBooks)
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**Description**: Automatically post successful transactions to QuickBooks for revenue recognition and reconciliation
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**User Story**: As a finance team member, I want transactions automatically posted to QuickBooks, so that I don't spend 20 hours/week on manual data entry and reconciliation
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**Inputs**:
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- Successful payment transaction
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- Customer details
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- Product/service purchased
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- Payment amount and fees
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**Outputs**:
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- QuickBooks invoice created and marked paid
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- Revenue recognized in correct account
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- Stripe fees recorded as expense
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**Business Rules**:
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- Post within 1 hour of successful payment
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- Separate revenue and Stripe fees into different accounts
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- Match customer to existing QuickBooks customer or create new
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- Handle partial refunds correctly
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**Acceptance Criteria**:
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- [ ] Given successful payment, when transaction completes, then QuickBooks invoice posted within 1 hour
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- [ ] Given $100 transaction with $3.20 Stripe fee, when posted, then $100 revenue and $3.20 fee expense recorded
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- [ ] Given full refund, when processed, then QuickBooks invoice voided
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- [ ] Given partial refund, when processed, then credit memo created for refund amount
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**Priority**: Should Have
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**Dependencies**: QuickBooks API integration, webhook processing
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---
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## Non-Functional Requirements
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### NFR1: Performance
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**Response Time**:
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- Payment API calls: <500ms at 95th percentile
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- Checkout page load: <2 seconds
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- Payment processing (submit to confirmation): <3 seconds at 95th percentile
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**Throughput**:
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- Support 1,000 concurrent users during peak sales
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- Process 150 transactions per hour during peak load
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- Handle webhook processing for 200 events/hour
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**Testing Requirements**:
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- Load test with 1,000 concurrent users for 1 hour
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- Stress test to 2x expected peak load
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---
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### NFR2: Security
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**Authentication/Authorization**:
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- API keys stored in environment variables (never in code)
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- Use Stripe API key with minimum required permissions
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- Session-based auth for saved payment methods (must be logged in)
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**Data Protection**:
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- Never store raw credit card numbers (use Stripe tokens only)
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- All payment data transmitted via TLS 1.3
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- PCI DSS SAQ-A compliance (tokenization model)
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- 3D Secure 2.0 enabled for high-risk transactions
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**Compliance**:
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- Complete PCI DSS SAQ-A questionnaire annually
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- GDPR compliant (support payment method deletion requests)
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- SOC 2 compliant webhook processing
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**Security Testing**:
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- Pass OWASP Top 10 security audit
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- Penetration testing before launch
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- Annual security review
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---
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### NFR3: Reliability
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**Availability**:
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- 99.9% uptime SLA (maximum 45 minutes downtime per month)
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- Graceful degradation if Stripe API unavailable
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**Error Handling**:
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- Retry transient Stripe API failures (3 retries with exponential backoff)
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- Display user-friendly error messages (never show raw API errors)
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- Log all errors for debugging and alerting
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**Data Integrity**:
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- Idempotent payment processing (prevent duplicate charges)
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- Webhook processing with deduplication
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- Transaction logging for audit trail
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**Monitoring & Alerting**:
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- Alert if payment success rate <95% over 15-minute window
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- Alert if average response time >5 seconds
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- Alert on any Stripe webhook failures
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- Daily reconciliation report comparing Stripe transactions to database
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---
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### NFR4: Usability
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**Checkout Experience**:
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- Maximum 4 steps to complete checkout (cart → info → payment → confirm)
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- Guest checkout option (no account required)
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- Auto-fill billing address from shipping address
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- Clear progress indicator showing checkout steps
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**Mobile Experience**:
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- Fully responsive design (mobile, tablet, desktop)
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- Digital wallet buttons prominent on mobile
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- Card input fields optimized for mobile keyboards
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- Minimum tap target size 44x44 pixels
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**Accessibility**:
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- WCAG 2.1 AA compliance
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- Keyboard navigation for all form fields
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- Screen reader compatible
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- Clear focus indicators
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**Error Messages**:
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- Specific, actionable error messages ("Card declined - try different card" not "Error 402")
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- Inline validation (show errors immediately, not after submit)
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- Error summary at top of form
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---
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## Constraints
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**Technical Constraints**:
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- Must use Stripe as payment processor (existing vendor relationship)
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- Must integrate with existing Salesforce CRM instance
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- Must use existing QuickBooks accounting system
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- Frontend must support IE11+ (legacy enterprise requirement)
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**Business Constraints**:
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- Launch deadline: June 30, 2026 (hard deadline for fiscal year)
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- Budget: $150K total (development + first year transaction fees)
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- Transaction fee budget: 3% of GMV (already factored into pricing)
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**Regulatory Constraints**:
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- PCI DSS compliance required (using SAQ-A)
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- GDPR compliance (right to deletion of payment data)
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- State sales tax collection required (out of scope for payment integration)
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**Resource Constraints**:
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- 2 frontend engineers, 1 backend engineer, 1 QA engineer
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- 16-week development timeline (4 sprints of 4 weeks each)
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- No dedicated DevOps engineer (must use existing infrastructure)
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---
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## Assumptions
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**User Assumptions**:
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- 60% of users will access from mobile devices
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- 70% of users will save payment method if offered
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- Users have modern browsers (Chrome, Safari, Firefox, Edge - last 2 versions)
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- Average transaction value: $275
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**Technical Assumptions**:
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- Stripe API maintains 99.99% uptime (historical average)
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- Stripe API remains backward compatible (no breaking changes)
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- Webhooks delivered within 5 minutes (Stripe SLA)
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- Current infrastructure can handle 10x transaction volume growth
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**Business Assumptions**:
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- Transaction volume grows from 1,000/month to 5,000/month within 6 months
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- Cart abandonment reduces from 45% to 25% after launch
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- Customers willing to pay current pricing plus transaction fees
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- Sales team capacity sufficient for increased order volume
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---
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## Out of Scope
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**Features Explicitly Excluded**:
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- Cryptocurrency payments (deferred to Phase 3, market still nascent)
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- Buy now, pay later (BNPL) options like Klarna/Affirm (Phase 2, evaluate demand)
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- Subscription and recurring billing (Phase 2, not needed for MVP)
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- International currency support beyond USD (Phase 2, market dependent)
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- ACH/bank transfer payments (low demand, complex compliance)
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- Gift cards and store credit (Phase 3 feature)
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**Deferred to Future Phases**:
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- Advanced fraud detection rules customization (use Stripe Radar defaults for MVP)
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- Multi-currency pricing and display (Phase 2, after international expansion)
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- Invoice payment portal for net-30 terms (separate project)
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- Payment plan/installment options (Phase 2 after BNPL evaluation)
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**Platforms Not Supported**:
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- Internet Explorer 10 and older (< 2% traffic, not worth compatibility effort)
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- Native mobile apps (web-only for MVP, may build apps in Phase 3)
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- In-person/POS payments (separate product line, not e-commerce focus)
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