Most acquirers know their current PCI program isn’t working as well as it should. Knowing the cause of the problem is key.
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If you're an acquirer, you know that PCI compliance is necessary but can be a painful process. But no matter who you are, you and your merchants need to comply with the Payment Card Industry Data Security Standard (PCI DSS).
The challenge is that your merchants often see PCI compliance as an annoyance, a box to check, or a “tax” on their business. And that’s a big problem for everyone.
The truth is, most acquirers know their current PCI program isn’t working as well as it should. Compliance rates aren’t always competitive, support teams are overwhelmed, and merchants are frustrated. But few people are willing to talk about why this is happening.
Let's unpack the real issues no one wants to say out loud.
Oftentimes, many PCI programs aren’t designed for larger scale organizations. They’re built for different needs that might struggle to scale with growing businesses or to handle the complexities of large, diverse merchant portfolios.
Many of these programs rely on outdated systems that can't keep up with the pace of modern business. They're often based on a one-size-fits-all mindset, treating a small-town coffee shop the same as a massive ecommerce giant.
This approach leads to compliance fatigue, where merchants feel overwhelmed and disengaged, seeing the process as irrelevant to their specific needs. This disconnect is at the heart of the problem.
This is often the most fundamental issue.
Acquirers see PCI as a risk-mitigation necessity and a regulatory requirement. Merchants often see it as a nuisance, a costly and time-consuming obligation that brings no tangible value.
When merchants don’t see a clear benefit, they're not motivated to engage. They'll do the bare minimum, or worse, ignore it altogether, leaving both of you vulnerable.
Think about the last PCI-related email you sent to a merchant. Was it filled with technical jargon and a link to a generic FAQ page?
Merchants are not security experts.
They need clear, simple instructions that are easy to follow. Overly technical language, vague notices, and a lack of personalized guidance create confusion and frustration, making it more likely that a merchant will simply give up.
Additionally, miscommunication and disconnected goals can have a huge impact on what merchants are focused on in regard to PCI.
This is a major friction point. Merchants are asked to log into clunky, outdated portals to complete their compliance tasks. They forget their passwords, struggle to navigate the interface, and don't know what to do next.
A bad user experience isn’t just an inconvenience; it’s a roadblock that actively prevents merchants from becoming compliant. If the platform is difficult to use, merchants won't use it.
PCI compliance isn't a one-and-done checkbox. It's a continuous process that requires ongoing monitoring and education.
Partners often give their merchants pre-filled out SAQs or PCI compliance setups that aren’t tailored to their needs, and when the time comes to ensure it’s accurate, it’s a huge pain.
Many programs treat it like an annual certification, but security threats evolve daily. Merchants need to be consistently educated on best practices, and acquirers need a way to track their progress and provide proactive support.
Without this, even a compliant merchant can quickly fall out of compliance without even realizing it.
Many acquirers operate with a fragmented view of their merchant portfolio.
They have different systems for different functions—one for onboarding, one for payments, and another for compliance. This lack of centralized visibility makes it nearly impossible to track compliance status, identify high-risk merchants, and enforce policies effectively.
This fragmented approach gives both you and your merchants a false sense of security, leaving everyone exposed.
Ignoring these issues isn't an option. The flaws in a broken PCI program have tangible, painful consequences for your business:
So, what does an effective PCI program look like?
It starts with a fundamental shift in mindset. A great program is built on four core pillars:
It prioritizes educating merchants in simple, clear language. It provides resources that are easy to understand and directly applicable to their business, helping them see the real value of security.
Regularly reviewing communications, establishing goals, and clarifying results can make a world of difference.
The compliance portal is intuitive and easy to use. It guides merchants step-by-step through the process, remembers their progress, and provides personalized feedback. Simplifying this process for merchants is huge.
PCI programs like SecurityMetrics offer tools like FastPass that streamline the SAQ and help merchants become educated and aware in no time.
The program offers a unified dashboard that gives you and your merchants a clear, real-time view of compliance status across the entire portfolio. This eliminates blind spots and allows for proactive intervention.
Providing the data and cleaning up insights that merchants actually want and can understand can make everything much more clear.
An effective program aligns the incentives of both the acquirer and the merchant. It shows merchants how compliance protects their business, builds customer trust, and even lowers their long-term costs.
It’s time for a moment of honest reflection. Answer these questions to get a clearer picture of your program's health:
PCI compliance is not just another check-the-box regulatory issue. It's a fundamental issue of trust, operational health, and business viability. In a world where data breaches are increasingly common and costly, a passive, flawed approach to PCI is no longer sustainable.
Your merchants deserve better, and so do you. It’s time to stop accepting the status quo and start rethinking your approach to PCI.
If you're ready to move past the frustration and build a program that actually works for everyone, we can help. At SecurityMetrics, we’ve created the Merchant-Friendly Program. A well-designed PCI program that makes onboarding, management, and compliance feels natural and seamless.
Want to see how your PCI program stacks up against SecurityMetrics? Call our team at 801-705-5621 or visit our website to learn more and discover how to get a better program experience.
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