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Worldpay Nightmare! Any suggestions please guys n gals?
Worldpay account problems
and1c




msg:3368060
 11:31 pm on Jun 14, 2007 (gmt 0)

ok folks

Heres the situation summary (Ive tried to make it compact but theres a lot to explain Im afraid!):

I have a UK site that I have been building for the past 18 months. It's pretty unique but as a very rough outline of operation it sells online adverts to a wide range of organisations(or thats the plan)

Basically, I decided to go for Worldpay as the sites payment gateway, that was 4 months ago when I initiated the signup process!

Firstly, they couldnt set up an account in my name as the site has a different name (even though nothing said this in the signup process). So I set up a limited company in the sites name and resubmitted the form.

- Next problem, they couldn't use the bank details as they were not in the same name as the limited Company: result, I set up a business account in the name of the limited company

Throughout I was staggered by their ineptness! Simple things like I changed my main contact email in their members "control panel" (whic is incidentally very weak) and several of their departments didn't know this as their system is useless and kept they sending correspondance to an old (unused) address!Meaning I didnt receive some critical emails

Anyway, I digress.

- After doing the above - which I thought was not un-reasonable as it aids in worldpay account security and means fraudsters dont get through the checks...

But it was the inefficiency of how they gave (or didnt give) me this information that bothers me (like....BEFORE you make the application?!)

By this time I have sent some heated emails to some Customer Relations manager types at worldpay to get this resolved, and they are now moving things on at a much better speed!

The final straw came today though....they phoned to tell me, that in some of their final checks, they had a problem with doing a credit check on my limited company as it is listed as not trading on their credit search sytem?!

Well, the company name HAS been dormant for 12 months but as the company has now been formally trading for 6 weeks, it is not dormant at all!

Unfortunately Companies House have told me that until we file our next set of company accounts in 8 months, their system will still list the company as not trading! (this is the main boss organisation of Limited companies for US folk)

Nothing they can do which is *&*&$^&$

So my question is..

where the heck do I go now?
We are starting to look stupid having to request payment by cheque only from customers! Not to mention losing business

plus the fact I am paying worldpay a monthly charge for.... nothing!

I have recently found out the Royal Bank of Scotland bought Worldpay not so long ago.
IF I had known this before I would have NEVER ever used them but thats another story!

Choices:

Do I do file a special set of full small business accounts,new annual return and all sorts of other costly/time consuming stuff, and file 6 weeks of accounts to get the company on the "active list"? (they said I can do this at companies house)
This still may mean our credit score is too low though! (as we dont have one as we are a new business!)It will also take at least 4-6 weeks

or do I find another (faster setup) payment gateway and 'maybe' go back to worldpay in a few months? (if so, which payment gateway shall I go for?) I was thinking of paypal even though I try and avoid them if I can for personal money receipts/payments!

This is really starting to stress me out now. Its absolutely ridiculous.
Also, our site doesnt have much (if any) risk of "chargebacks" as worldpay calls them. Because once an advert has been bought, it is consumed, and cannot be faulty.

PLEASE HELP ME OUT HERE! ITS DRIVING ME CRAZY!

THANKS AND SORRY FOR THE ESSAY!

 

and1c




msg:3373283
 10:08 am on Jun 20, 2007 (gmt 0)

good point.
I hadnt thought of it like that!
Just get ANY gateway sorted for now and then deal with this Worldpay debacle afterwards;
It just irritates me that I devloped the site and payment sections specifically to work with worldpay (it does work fully on our test site) and now Im going to have to code it for another gateway with all the testing and so on that that entails.
Still, at least I will be able to process payment then, hopefully!

BeeDeeDubbleU




msg:3373315
 11:02 am on Jun 20, 2007 (gmt 0)

Took a few months to get from applying to being live.

That would be enough for me. These people are supposed to be providing a service. Making people wait this long is really not on.

and1c




msg:3373321
 11:07 am on Jun 20, 2007 (gmt 0)

Well, teh reply I jsut had bacck from nochex after filling out their application is

"thanks for your application. We are currently experiencing very heavy demand and so it may take some time to process your application! We will endeavour to be in contact within teh next 7-10 working days"

Well thats just great!

On to the next one then.

2checkout...then

Paypal...sigh (

Pibs




msg:3373324
 11:13 am on Jun 20, 2007 (gmt 0)

"Pibs, I am not sure what point you are making about Paypal here. You quote some situations where Google will freeze your account then tell us that it has only happened to you once. You then tell us that it was not for any of these reasons but because they had reason to believe that someone other than you was trying to access your account"

I presume "Google" was a typo?

My point about Paypal was simply to touch on the kind of issues that people have with them, as opposed to the other kinds of problem people have with more conventional merchant account providers.

Payapl is very easy to set up and simple enough to use. The real issue with them is the simple fact they have a habit of freezing accounts.

The occasion they froze mine was nothing to do with believing I was someone else but one of their regular freezes just on the off-chance.

Where do you think all those paypal phising emails come from? Notice what they tend to say? "We've frozen your account, you need to give us a whole heap of financial data, by fax, email and carrier pigeon" or words to such effect. Those fake emails are just fake versions of the real emails that paypal was notorious for sending out. If they still do I don't know, as I said they did it to me some time ago and haven't done it since.

The friend who struggled to find a working telephone number is my bestest buddy of over 20 years and not a guy who gets confused about phone numbers.

I do not offer my own personal experience as a great guide, as I'm just one guy and it wouldn't mean much. I was just responding to the "heard bad things about paypal" stuff - yes, there is a LOT of bad press out there. Just stick "paypal sucks" in your favorite search engine.

Just for fun I did a search for "paypal telephone numbers". Do the same and take a long hard look at the 2nd result on Google. They were sued because they froze accounts and kept the money, millions of dollars worth.

Don't get me wrong, I still use paypal myself - but as soon as some orders go in I withdraw the money immediately.

P.

RailMan




msg:3373325
 11:14 am on Jun 20, 2007 (gmt 0)


Sounds normal enough - but the email ended by saying chargebacks can occur, "in our experience", 6 to 8 months later.

!

Does this mean I'm supposed to wait 8 months to find out if I actually sold anything last month?

nope - it means shoppers can charge back several months later - normally up to 6 months after purchase, but could be longer depending on what was bought and the terms etc - and it's the same with any merchant provider because that's the credit card issuer rules, not the merchant provider rules

RailMan




msg:3373335
 11:28 am on Jun 20, 2007 (gmt 0)

Took a few months to get from applying to being live.

if all documentation is correct then the time from applying to going live (with any payment provider) is literally down to the company that's setting up the website etc

i've seen worldpay accounts go live within 7 days - seen other worldpay account wait over a year before going live ....

and1c




msg:3373343
 11:42 am on Jun 20, 2007 (gmt 0)

Well guys, due to some major assistance/intervention from a very helpful forum member who saw this thread, it seems my application may now be processed successfully with Worldpay!

I'm hoping and praying it is as I only signed up with worldpay after a lot of research into the options.

I will keep this thread updated with the outcome and lessons learned/ actions taken.

Though I can at least see a glint of light at the end of the tunnel!

and1c




msg:3373368
 11:57 am on Jun 20, 2007 (gmt 0)

With that said Im not going to count my chickens before they hatch so to speak! so I will have to see how things turn out over the next few days..

BeeDeeDubbleU




msg:3373419
 12:46 pm on Jun 20, 2007 (gmt 0)

The occasion they froze mine was nothing to do with believing I was someone else but one of their regular freezes just on the off-chance.

I don't want to get into a nit picking situation but isn't that what you were saying here?

In fairness it has only happened to me once, the frozen account, and that was just one of their regular "We don't believe you're you, prove it, in triplicate, to our utmost satisfaction, by yesterday. By the way, we've frozen your account." affairs.

When you say "regular", I have been with Paypal for more than four years and I have never had any such problems. Is it not the case that the people this happens to mostly bring it on themselves or at least share the blame?

Pibs




msg:3373649
 4:23 pm on Jun 20, 2007 (gmt 0)

No, it is NOT the case.

I'd done nothing different from normal, just received an email demanding a bunch of information. Others have said that selling more than usual can trigger it, a large order can trigger it though nothing of that nature had occurred with me.

At the time I was just buying a few bits n bobs off Ebay, using paypal perhaps once a month. Nothing unusual or suspicious about it.

Did you not do the search I suggested?

P.

and1c




msg:3378224
 2:20 pm on Jun 25, 2007 (gmt 0)

Just an update on this for anyone contemplating worldpay..

I have had a lot more reaction off them since recent contacts and they are now "processing" the application more quickly (which wasnt hard)

Is anyone here familiar with having to leave a fixed reserve on a merchant account?

If so what sort of amounts for a new site?

dukelips




msg:3378247
 2:51 pm on Jun 25, 2007 (gmt 0)

they take some amount but the interest rates are fare

PCInk




msg:3378269
 3:13 pm on Jun 25, 2007 (gmt 0)

just received an email demanding a bunch of information. Others have said that selling more than usual can trigger it

In the UK (and certain other countries), once 5000 has passed through an account, the bank has to confirm your identity. Something to do with an anti-terrorist law or something (so they can't move large amounts of money so easily). Most banks confirm who you are or where you live when you first open an account (for WorldPay, you need to visit your bank branch for example). Most banks post you something to sign to 'confirm' your address.

PayPal don't ask for confirmation on who you are until they have to by law. Is this maybe what the email was about?

RailMan




msg:3378716
 11:27 pm on Jun 25, 2007 (gmt 0)

Is anyone here familiar with having to leave a fixed reserve on a merchant account?

If so what sort of amounts for a new site?

merchant providers / payment processors sometimes want some form of security to cover them against losses due to chargebacks - depends very much on your business and how much of a risk they think it is

banks / merchant providers / payment processors etc have experience in business - they KNOW what products and services are high risk, they KNOW what type of business and what type of person and what circumstances often lead to business failures etc, and therefore what costs the banks money

so if they think you or your business or your products etc carry a risk, they might want to cover their butts by asking for a security etc - or they might turn you away - and their opinion is if you think your business is good and will succeed, you won't have a problem with giving that security (guarantee)

if you have a merchant account with your bank you have to sign all sorts of things to give a security (a guarantee that they can recover funds from you one way or another) - banks can take the money straight from your business bank account - or they can recover money in other ways - and of course you'll normally have a trading history so will have demonstrated that you're a legitimate business etc etc etc

with "3rd party" providers, funds are collected into the merchant account and then transferred to your bank account - they may not be able to claw back directly from your bank account so may need some other form of security, some other way of covering themselves against chargebacks

therefore they ask for a reserve - funds that are held in the merchant account rather than being transferred to the bank account - in the event of a chargeback, they can repay the cardholder from the funds in your merchant account, and if there isn't anything left in your merchant account, then they can refund from your reserve

reserves are usually a short-term deposit, fully refundable once you've built a trading history

there are lots of variations on the reserve - one provider says the first $1500 of sales is held in reserve indefinitely - another might use a "rolling reserve" in which funds are held for a longer period of time etc

worldpay don't normally ask for reserves - but when they do, it's normally a fixed reserve (fixed meaning the amount is fixed) for a specified period of time (normally 3-12 months) - it will depend entirely on your business and the risk assessment

if worldpay ask for a fixed reserve, the amount they ask for will normally be 1 months estimated turnover (the amount you enter as your estimated turnover during your application) - so if you estimated 1000 a month turnover, worldpay may ask for 1000 fixed reserve - if you estimated 50,000 monthly turnover, you'll be asked for 50,000 reserve

if you trade well, the reserve is lifted and the money is given back to you - trade badly and the reserve could be increased or extended ......

hope that helps - if you need more info, PM me

dukelips




msg:3379360
 5:13 pm on Jun 26, 2007 (gmt 0)

it seems switch is removed from wpay

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