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Ecommerce Forum

Payment gateway cannot take payments - is compensation an option?

 11:36 am on Aug 8, 2013 (gmt 0)

So for the last 4 hours, a major payment gateway has been having some troubles. And since we use them on some of our sales sites, that means we're losing quite a few sales.

Spoke to them a couple of hours ago, and they said it was a problem on their end, and that they were working on it.

That's fine, it'll be back when it's back.

My question is, do we seek compensation?

Ultimately, it's not my call. But I'm curious to know what you guys and gals would do. If you lost half a day's sales (and counting), would you write it off as a bad day, or take some action?

I know there are things we can put in place if this happens again (well, should have put in place after the last time it happened), such as a backup/alternative provider, but I'm more interested in how you would react to this immediate situation?



 7:33 pm on Aug 10, 2013 (gmt 0)

They don't even pay what they own us, so let alone compensation !


 9:15 pm on Aug 10, 2013 (gmt 0)

I'd be reading their contract with me.......


 1:41 am on Aug 12, 2013 (gmt 0)

My question is, do we seek compensation?

If your customers are able to seek compensation *from you* for delayed order fulfillment, then you have a legitimate complaint, and can seek compensation from your payment gateway.

On the other hand, if your business rules prevented orders from being placed due to the gateway being down, shame on you. Modify your workflow to accept orders in a "pending" state. When the gateway is available, process them.

We've all had a card get declined for no good reason. Modern eCommerce sites accept *all* orders to provide the best UX. An "accepted order" is different than an order that is "approved for shipment".

If you limit your orders to just those that Auth.Net approves *that instant*, you're turning away business, and you have no one to blame except yourself.


 10:05 am on Aug 12, 2013 (gmt 0)

if your business rules prevented orders from being placed due to the gateway being down

Completely agree that we should have had a backup. The problem we faced was that the entire payment process is controlled by the gateway - we do not touch credit card numbers, so we have no way of making an order 'pending' regarding payment.

But I get your point.

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