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Is Verified by Visa hurting merchants

it's sure hurting customers

     

ergophobe

6:42 pm on Jan 23, 2009 (gmt 0)

WebmasterWorld Administrator ergophobe is a WebmasterWorld Top Contributor of All Time 10+ Year Member Top Contributors Of The Month



If you're a merchant and you're thinking that signing up for Verfied by Visa is a good idea, think again.

I have almost *never* been able to make a purchase on a Verified by Visa site. I've been on the phone with my bank, Visa, and tried to get it removed, tried to get it so the right username came up. I've tried everything.

Today I went to make a purchase and none of the workarounds works. I just abandoned a $200 purchase. Can't make it.

HugeNerd

7:33 pm on Jan 23, 2009 (gmt 0)

5+ Year Member



Agreed. The only real plus I could ever find to adding Verified by Visa to my sites was that you would get a link, with your logo/graphic, from vis pointing to your site. I just figured there was no way to ever sign up and get the link without actually implementing the service...

bwnbwn

9:42 pm on Jan 23, 2009 (gmt 0)

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ergophobe thanks for sharing that I can verify my own stuff and figured it would be a big problem. Hard as it now getting a sale I sure don't need Visa as an issue.

HugeNerd
A better link than that is truste and you won't lose any sales.

Corey Bryant

10:08 pm on Jan 23, 2009 (gmt 0)

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I still am waiting on answers from a couple of the VBV / MSC providers out there, but the last time I checked - MSC did not protect US merchants with US issuing banks (VBV did). Things might have changed by now, but no reply / direct answer leads me to believe this is still the case.

One of the pros in adding VBV / MSC, merchants can also accept Maestro cards.

Look at your stats - your customers and chargebacks. Each merchant will be different and it might help some. I used it once (as a customer) when it was first offered and had no problems. Now, it could be many merchants are trying to implement it and the systems are overloaded. Just my opinion there, but seeing some of the things in the past that has happened, it would not surprise me.

piatkow

9:21 am on Jan 24, 2009 (gmt 0)

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I use a third party processor who insists on vbv / msc. I have had a couple of calls from rather elderly ladies saying that the on-line payment on my site "didn't work" I couldn't get to the root cause. I have certainly had MSC sit there rejecting a genuine PIN before now when I have tried to buy things.

gpilling

11:10 pm on Jan 25, 2009 (gmt 0)

10+ Year Member



OfficeMax has VBV. I stopped shopping online there because it was such a pain. I can't imagine that the losses from fraud exceed the losses from people being pissed off and leaving.

jwolthuis

1:27 am on Jan 26, 2009 (gmt 0)

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Agreed. we had VbV for a year, and it resulted in nothing but questions and confusion from customers.

Some of those that took the time to email us assumed that they couldn't order from us because they didn't already have VbV on their card.

Others refused to sign-up on our website, because we are a small site, and would it prevent them from ordering at other sites?

I suggest that if Visa wants to assign PIN codes to their cardholders, they do it without forcing merchants into the sign-up process.

Wlauzon

9:07 am on Jan 26, 2009 (gmt 0)

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I will not buy from a VBV store. I really don't need the extra hassle and time of trying to actually get it to verify and OK the payment.

piatkow

11:33 am on Jan 26, 2009 (gmt 0)

WebmasterWorld Senior Member piatkow is a WebmasterWorld Top Contributor of All Time 5+ Year Member Top Contributors Of The Month



Wlauzon, you are lucky to have the choice. In the UK it is unusual not to be required to use MSC / VBV.

Thinking about this thread I will probably update my FAQs to cover verfication and also put a reminder on the check out page with a link to the FAQ.

ergophobe

4:35 pm on Jan 26, 2009 (gmt 0)

WebmasterWorld Administrator ergophobe is a WebmasterWorld Top Contributor of All Time 10+ Year Member Top Contributors Of The Month



BTW, I thought I would reiterate

- I have called Visa on at least four occasions. After the first two, they asked me to call in the middle of a transaction so they could debug in real time. I've now been through this twice - on the phone for 45 minutes debugging in real time and still Verified by Visa doesn't work.

- it is utterly unpredicatble. It comes up with my user name and that user name has been anything from my first name to my last name, but has never actually been the user name on the Visa online account. This is the root of the problem.

- It used to work by saying that I am not enrolled and going through the thing where I enter my social security number, birthdate, security code and all that, but in this last transaction that failed as well.

- When it failed it never gave me any meaningful information - no indication of failure or anything of the sort. That could have been a merchant problem, but VBV has always been cryptic and I'm not exactly a neophyte web user unaccustomed to shopping online.

I don't know if I'm just especially unlucky, but I'm starting to feel like gpilling and wlauzon - that I will just abandon purchases if I see the VBV logo or screen.

ken_b

5:04 pm on Jan 26, 2009 (gmt 0)

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I won't buy from a site that requires VBV. There are too many other options to put up with that hassle.

sonjay

5:12 pm on Jan 26, 2009 (gmt 0)

10+ Year Member



I've never used VBV on an ecommerce site, but as a consumer, I've bought from many sites that used it. I can't recall a single time it ever failed.

I certainly *don't* intend to imply that you folks aren't having serious problems with it; obviously, you are. But it *can* work just fine, and it *has* worked perfectly in every case where I've purchased from a site that used it.

ergophobe

5:40 pm on Jan 26, 2009 (gmt 0)

WebmasterWorld Administrator ergophobe is a WebmasterWorld Top Contributor of All Time 10+ Year Member Top Contributors Of The Month



>>BTW, I thought I would reiterate

er, sorry, I meant elaborate, and now it's too late to edit.

>>But it *can* work just fine

But if I were a merchant... People are always saying things like you should support this or that browser or cater to people with this or that disability, or people with Javascript off because you don't want to give up 3% of sales.

I'm surprised by the responses here. I had always assumed it was just me. It makes me think that having VBV on a merchant site implies giving up perhaps as many sales as having a site that doesn't work in Safari or a site that requries Javascript. For most people that's just too much.

Frankly, for me as a consumer, not a merchant, if I can pay with Paypal, that's a big plus. It is the most hassle free method. Never a failure or an issue, and I don't give my CC number to a merchant I may not fully trust. If I have to leave a CC and there's no VBV, that's a neutral. If I have to go through VBV that ranges in my experience from a hassle to making the purchase impossible.

HugeNerd

6:43 pm on Jan 26, 2009 (gmt 0)

5+ Year Member



Maybe we should be asking why places like Zappos and Amazon, and a few other big boys I can think of, haven't implemented VbV and MCSC...

My guess is that they had sneak peeks at the programs. Still, they have resisted implementation; I wonder if when they looked at the numbers they figured it was better to continue internal fraud scrubbing and forget about these programs which may have cost them sales.

gpilling

1:42 am on Jan 27, 2009 (gmt 0)

10+ Year Member



Maybe we should be asking why places like Zappos and Amazon, and a few other big boys I can think of, haven't implemented VbV and MCSC...

Aren't those two companies masters at split A/B testing? I would guess they tested it and it didn't work out. Or if they didn't test it, a little thinking realizes that VBV is as far away from the Amazon "One Click" checkout as you can get

JohnRoy

4:36 am on Feb 4, 2009 (gmt 0)

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It's a matter of choice.

Depends on what type of stuff you sell.

For some merchants, the fraud rate is higher than others. So you do need some strict police guarding at the exit door...

 

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