When things get complicated....

processing woes me.....

[Belinda]

We have been very happy with our processor and have been lucky to easily resolve any general issues, where I know many have experienced delays.

But when things/probs go above the average we have come across the first real signs of possible trouble.

It is the first time we have got the silent treatment and the first time customer support has not replied :( and the passing around of issues has begun....

Sympathy ain't cutting it anymore...

Number One:
Reserve payments (the stuff they hold back) are unpaid to the tune of several 0000's with no explanation at all. Due dates long gone.

And...

Over 75% of our chargebacks were made due to non-recognition of the processor by the customer (its a different name then us). As a result the chargebacks were reversed but do we see the money?...

The processor didn't inform us, that these had been reversed (all the customers did), sending in bank statements to show the debit....

Eventually we are told policy is to release reversed chargebacks after 90 days....tick tock....90 days up and squat..no replies... ps 90 days was 30 days ago.

So what to do?

We are biggish processors and these may not be issues for basic cutomer care but they still need attention.

Need advice on getting this resloved and re-assurance that there are people out there who appreciate the business a customer brings to them enough to keep them happy....sob sob sob

I mean thats what I do for our customers and ,er.. well... it works :)

[Belinda]

PS its a tough one b/c when a customer reverses the chargeback we are obliged to ship or stop harassing....

wwyd?

[Essex_boy]

Switch processor and threaten leagl action against your oold one they dont pay out.

[Belinda]

Thanks mate,

just not sure whether it is a genuine mistake on their part or not...

Could you quantify what a significant processing amt would be to earn their respect.

say mthly how much would you say was big enough to be able to start asking for some better customer communication?

Any ideas...

Thks

[Essex_boy]

Miss B! You shouldnt have to ask for better communication between customer and business it should be given without asking.

Amounts are all relative, im turning over around $5000 - $10000 week currently and wouldnt expect any special treatment.

Take it from your style of writing that your in the UK? I know an excellent processor called worldpay. try them.

[Belinda]

do you think it is worth the move?

Originally Worldpay said no to us but have been discussing it with them since and the switch card acceptance does benefit.

Hmm...

[Essex_boy]

Yes it is worth the move, speak to them again I have visited their offices and spoken to staff on an informal visit i.e they didnt know me from joe bloggs, I was very impressed by their attitudes.

[Belinda]

Any idea what to do (in the meantime) with this dilema:

Customers telling us chargeback was reversed and therefore they have (therefore) paid.

As we have no way of verifying this and are not told that it has been reversed...we don't no whether to believe our lovely customers...

In most cases we have to not only asked them to reverse the chargeback, but then we have to ask them to contact the bank and ask for a receipt of this...

Many will do the first, very few will do the second....I probably wouldn't bother.

Also our processors claim they have no way of knowing... without the receipt...

Whats that about?