Frequently Asked Questions

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My payments data is very sensitive; what do you need access to and when?

We agree, and accordingly our two step process requires just what we need and only that. For the first step — the Payment Failure Analysis — we need access to historical data. You can export it to us, or simply share read only access via API. We do not need or touch PII, and data is encrypted end to end in flight and at rest.

How secure is your system and what about data privacy?

Our systems have passed multiple security audits by some of the most demanding customers in the industry. All data is encrypted end to end in flight and at rest, and any storage is SOC compliant. The platform is also PCI compliant.

From a data privacy perspective, we purposely do not need or access PII. If requested by our customers we are happy to complete BPA forms and are familiar with CCPA and GDPR requirements. Accordingly we can also remove any and all data upon request if needed once we have done our analysis.

We have an internal team working on this, why would I work with Butter?

Butter is in the unique position of being 100% focused on this accidental (involuntary) problem which means our patented platform is built uniquely leveraging insights across multiple banks, cards, geographies and formats and can optimize for hundreds of different parameters and internal team would not have access to. We have never met a customer we could not offer incremental revenue for.

This is one of the reasons we offer the free Payment Failure Analysis, so that your internal team can gauge the value that Butter can offer over what you have in place today and we can go from there.

Importantly, the Butter platform does not replace internal efforts but is an additional tool in their belt that is focused on a very specific element of churn.

Our payments stack is tied to a lot of our internal fulfillment and customer communications processes. How much risk and effort would it be to add Butter and is it worth it?

We get it. There are a lot of things tied to whether a payment fails or succeeds.
For systems where payment success triggers fulfillment processes we work closely to ensure that as Butter rescues payments quietly and quickly in the background we do so with your time windows in mind as well as ensuring for great customers we can pause if it makes sense vs. canceling.

A big part of Butter’s value is fixing a valid failed payment without the need to notify your end users either over email, sms, or in App. We work to deliver the best end user customer experience; one where the customer is notified only when you really need them to do something which is after we have tried to recover the payment.

We also have integrated with a number of third party and internally developed end user communication systems in this way and are passionate about getting it right.

Everyone says it takes no engineering to use their product but rarely is that the case, how is Butter different?

We have worked hard to ensure we deploy via pre-built integrations with your payment service provider (PSP). We essentially capture each and every failed payment and do the work to make sure the valid ones go through.

That said, if you have specific needs that require a different implementation we’d like to hear about it and see if we can accommodate in a way where all of the engineering effort is on the Butter side of the fence. A good example of this is our ability to add a new PSP in about a month if needed for our customers.

From a business perspective, we are much more focused on growth vs. churn and do not have people focused on retention. Should I connect with Butter when we have a retention team?

Butter has been developed from the beginning to be a turnkey outsourced platform that delivers incremental revenue without a need for our customers to invest resources or have dedicated teams. In many cases we work solely with CFOs, CEOs, or others on the finance or product  teams to deliver impressive results simply from access to your PSP. What this means is we can quantify incremental revenue quickly from analyzing your data, and then deliver those results with no other internal dedicated teams needed...found money (in the sofa!).

We use a wide range of payment methods beyond the PSPs you show on your site, can Butter work with PayPal, Google Pay, ApplePay, and other PSPs?

We are adding new PSPs and payment methods at a rate of about one a month, so chances are whatever payment method you are using is on our road map including 3DS options and internationally focused PSPs. Please send us a line and we can quickly see how well we might match up to what you need.

Once we are deployed with Butter, what does support look like and how does the incremental savings get quantified on an ongoing basis once initially delivered?

Great question. Once the revenue tide rises as a result of Butter we have a number of ways to deliver ongoing value for our customers. First we review performance on a quarterly basis to share exactly what a current baseline performance is, and the exact incremental value the Butter platform is delivering. In many cases we help our customers increase their baseline performance by sharing insights on things they can do to improve things outside of our control (we love doing this, and an example is to prioritize specific payment methods for end users based on payments insights).

Butter is also optimizing our AI and machine learning to get better and better and that shows up in the data, but more importantly we release major new capabilities about once a quarter to help across the board, and give early access to existing customers so they can benefit. Our whole business model is built around making our customers as successful as possible as we only get paid when we deliver.

How fast does a free no obligation churn assessment take?

Typically once we have access to the historical payments data either via export or read access to API, it takes about a week or so for us to analyze and then share results...so pretty fast.

If there are concerns about data access the good news is that we can do things quickly for you, and then if the results turn out to be not that interesting we can remove that data for you...but so far we have always found incremental revenue for our customers which is why we are so confident.

My business is pretty unique and I don’t see an example of a similar customer on your website. How do I know if Butter will work for me?

Well let’s talk! Like most companies we do not show all of our customers on our website on purpose but chances are we can quickly find an example similar to your business. It is also true that if for some reason we are not a fit, we will tell you so quickly and directly.
The last important thing is that if you are still not sure, we are happy to do a churn assessment for you for free with no obligation as that will tell us for sure one way or another.