About Immunotec
Immunotec is a global health and wellness company built on a direct sales model, with a distributor network spanning North America, Europe, and Latin America. For over 30 years, they've built their business around recurring payments: distributors and customers subscribe to regular product shipments, and that predictable revenue funds everything from product development to distributor compensation.
When a recurring payment fails in direct sales, the damage extends well beyond the lost transaction. Distributors lose trust in the platform, customers who wanted to stay subscribed fall through the cracks, and the revenue that funds distributor payouts, inventory, and growth disappears quietly, month after month, without anyone realizing the full scale of the problem.
The Challenge: Losing Revenue to Retries That Weren't Working
On the surface, Immunotec's payment system looked fine. But when Yanick Gianesin, Global Payments and Risk Manager, dug into their Mexico operations, the numbers told a different story. 31% of recurring credit card payments were failing, and their existing recovery solution was clawing back just 6.3%.
The root cause wasn't complicated. Three blind retries over a fixed period, no intelligence, no differentiation between an expired card and a temporary glitch. After three attempts, the system gave up, and hundreds of thousands of dollars disappeared every month.
"What we had before Revaly was as basic as it gets. Three blind retries, and then we just gave up."
Yanick Gianesin, Global Payments & Risk Manager, Immunotec
Worse, every unnecessary retry was sending negative signals to banks and processors. Each failed attempt reinforced the pattern: Immunotec's transactions were being flagged as higher risk, triggering stricter authorization criteria and dragging down approval rates on legitimate transactions too. More retries meant more declines, which meant more churn. It was a vicious cycle the team couldn't break with the tools they had.
The Solution: Smarter Recovery, Fewer Wasted Attempts
At an industry event, Immunotec's CTO described the problem to Revaly's team, expecting the usual advice: retry more aggressively, add more attempts, cast a wider net. Revaly's approach was the opposite.
Instead of treating every failure the same, Revaly's platform analyzes each decline reason individually, using machine learning trained on billions of transactions to determine why a payment failed and whether retrying will actually work. An expired card gets a different treatment than insufficient funds, which gets a different treatment than a temporary processing error. The system retries only when issuer and network signals indicate a high likelihood of success, and holds off when a retry would do more harm than good.
The promise wasn't just recovering more failed payments. It was improving the overall health of Immunotec's payment ecosystem by eliminating the unnecessary declines that had been systematically damaging their processor reputation and approval rates for years.
Immunotec launched a contained pilot in Mexico, the market where the problem hit hardest. The logic was simple: if Revaly could move the needle in the most challenging environment, it could work anywhere.
Implementation: Easy to Integrate, No Disruption to Operations
Yanick had braced for months of complex integration. Immunotec runs a multi-processor setup across markets: WorldPay, Cybersource, and PayU, each with different configurations and regional requirements, all connected through their Exigo CRM. Getting a new vendor plugged into that stack without breaking existing workflows seemed like a significant lift.
It wasn't. Revaly's plug-and-play architecture connected directly to Immunotec's existing infrastructure with minimal disruption. The team didn't need to rearchitect their payment flows or migrate processors. Revaly sat alongside what was already there and took over the recovery logic.
"Implementation was fast and painless. Revaly slotted into our system without disruption."
Yanick Gianesin, Global Payments & Risk Manager, Immunotec
Once the Mexico pilot proved out, the decision was clear. Immunotec retired their old retry logic entirely and made Revaly the single engine driving all payment recovery across every market.
The Results: Recovery Rates Improved 20–35% Across All Markets
Recovery rates improved 20–35% across all markets, with Mexico exceeding targets within weeks of going live. But the bigger story was what happened to recurring approval rates.
For years, Immunotec's recurring approval rates had been stuck below industry benchmarks. The blind retry strategy had quietly eroded their processor reputation, and every failed attempt made the next one harder to approve. As Revaly eliminated poorly timed retries and replaced them with intelligent, signal-driven recovery, processor trust began to rebuild. Approval rates on all transactions, not just recovered ones, climbed above benchmark across every market.
"Before Revaly, we were always below benchmark on recurring approvals. Now we're way above."
Yanick Gianesin, Global Payments & Risk Manager, Immunotec
The team called it a "golden era" for payment performance. For the first time, approval rates were trending in the right direction, recovery was running automatically, and the payment stack was working for them instead of against them.
Beyond Recovery: Fewer Service Calls, Better Cash Flow
The impact extended well past the recovery numbers. With more payments succeeding automatically, distributor service calls about failed transactions dropped significantly, reducing friction across the entire network. Distributors who previously had to chase down payment issues could focus on growing their business instead.
Recovered payments also landed in accounts sooner, strengthening working capital and giving finance teams more predictable cash flow to work with. For a company operating across 15+ markets with complex distributor compensation structures, that predictability matters.
Perhaps most importantly, the success of AI-driven payment optimization gave Immunotec's leadership the confidence to explore automation and intelligence in other areas of the business. What started as a payment recovery project became a proof point for how the right technology can unlock performance at scale.
What's Next: Built Into Every New Market From Day One
Today, Revaly powers Immunotec's payments across Mexico, the U.S., Canada, and 11 European countries, with Latin America next on the roadmap. The playbook is now established: for every future market expansion, Revaly is built into core infrastructure from day one. No more blind retries, no more hoping for the best. Just intelligent recovery running in the background, protecting revenue and distributor relationships in every market Immunotec enters.
