Forum Moderators: buckworks
I guess Worldpay will need to provide a good explanation this time -
The person I spoke to says probably not a Denial of Service attack, but a "communications problem" - the datalink with the banks is down she says ...
I am sure if that were the case, they would have a procedure to deal with it.
Oh well, looks like there is going to be another round of compensation payments and, since this is the 2nd time, moves by more websites to get back-up payment services in place.
[support.worldpay.com...]
The official Worldpay message on telephone, website etc is "Intermittent" problems with payment and "some customers" are experiencing problems.
If you take our evening, then this is not an intermittent problem, but one that must be effecting pretty much every person who tries to pay - I wish Worldpay would be more honest about these things -it has been going on for 5 hours now, and still there is no statement about the problem.
Our account manager called just now to explain the situation - in fact he didn't have any extra information.
We regret that access to our payment and administration systems is severely disrupted due to a planned and large scale Denial of Service (DDOS) attack by a third party. We are processing payments, but far slower and fewer than we normally would. We are executing our contingency plans to move to full restoration of the service but cannot at this point in time predict when all customers will have the service restored without further interruption.
Anyone got any tips on getting compensation out of them?
So they do pay it out - but there are some very tight restrictions.
This is the online equivilant of someone locking the doors on your store. It's simply not good enough. I don't think they really take it very seriously. We put hundreds of thousands of £ through Worldpay and it appears that RBS have spent too little on security to prevent this recurrent DDOS problems.
I can't access any Wrodlpay pages at all again. Seems they've shut the whole system down.
Even the link to current service status is unavailable.
Has anyone got any experience with Protx? It seems better value for money in terms of transaction fees etc. Also - judging by other posts - do people generally setup 2 different payment providers now so that it's possible to switch from one to another?
This latest DDOS attack is particularly hurtful as we've just begun to build a head of steam in terms of online orders and traffic - this is the sort of thing that stops users coming back to your site or recommending it to others...
There fees estimator suggests we could save over £30K a year, and we were considering spliting an element of our business to feed to a pick and pack service provider anyway. So having a backup processor is looking very attractive, particularly if this lasts as long as the last Worldpay attack.
They (protx)claim to integrate with most of the major off the peg shop models, but we do not know how efficient and what degree of service they offer.
Would also be very interested to hear from anyone using Protx currently.
Try [select.worldpay.com...] to access admin it works for me and customer can place orders 'cos we got a few overnight and my test worked ok
The story was on Radio 5 this morning - they just read out WP's press releases about it running slow etc which as we all know if garbage - it either works or it doesn't. But at least its getting some national reporting.
Once we're all through this we need to campaign them for compensation, and more importantly to get RBS to take these matters more seriously and to put hardware in place to stop it happening or to have alternative networks that they can switch to.
To get compensation, you need to ring your business account bank manager and ask them to get the procedure information. It took about ten weeks for me to get compensation last time, but they paid one and a half times the amount I think I had lost.
That paid for the set-up costs for NetBanx (they offered a discount - you will probably find that they will offer you a discount today, if you tell them you are a WP customer). Three days it took to set the account up - but I have lost just a few orders since - such as Saturday night - but quickly flicked over to NetBanx on my site, so I lost about two hours worth of orders.
Though one plus to WorldPay this time - they are emailing customers of theirs to tell them. Just got another one. They did not do this last time.
The big lesson? Have a backup account (even if it is only PayPal or NoChex). This attack can happen to anyone (including ProTx, NetBanx, PayPal, NoChex and WorldPay).
