I have used Netbanx right from the start - since 2000. They have changed hands over the years and are now part of Optimal Payments.
The latest change happened in May this year and since then I have had a few issues. Customer support are slow in answering my questions so I will ask here!
The main issue is with the monthly statements. These just don't tie up with the older Netbanx statements. I can access both back office panels but the figures are different.
With the new back office panel report I see totally different Sales figures and Netbanx invoice figures. Looking at it closely I think Optimal are now including Failed Transactions in the sales figures and are charging for it?
If this is the case this is incredible. A customer tried to make a payment three times but it failed for whatever reason (entered wrong postcode, CVV number, 3D check etc.) If it is the case that they now charge for this then I got billed £11.20, which is a third of the sale price.
This can't be right. If it is then a good way to wipe out your competitors who use Netbanx is to order an expensive item and spend the next half hour failing 100 transactions. Tell me I'm wrong.
Msg#: 4478280 posted 9:50 am on Jul 31, 2012 (gmt 0)
That may be the case but surely they can give me an answer more quickly.
I first logged a call on the 19th July. There was a bit of activity shortly after that but then I could get no reply to a simple question of 'are you including failed transactions in the turnover figures and are you charging for them'.
Yesterday (after 5 days of nothing) I get a response that the back office team are investigating.
This is not good at all. How can you run a business, with planning and budgeting if the monthly reports are wrong?
Luckily for me I don't do much Netbanx trade at this time of year but what if others are dealing with hundreds of customers a month and also have this anomaly?
One other point. It is now 10:48 31-Jul-2012 GMT. I have just looked at the monthly report and it is showing that July's Statement is available for download. Jeeze, there is still over 13 hours of this month to go!
Running the report generates an error.txt file instead of the valid pdf but it is things like this that make you wish Netbanx had stayed 'Netbanx' and not merged with so many other companies over the years.