Forum Moderators: buckworks
A few days ago, over a week after telling us we'd begin receiving those missing transactions separately, we had to contact them yet again to ask what was going on. So this Friday, our account finally showed a large lump sum was deposited, but the numbers won't seem to match up no matter how we try to figure it. Late that same day, a customer emailed to question us about a new charge on her card when she hadn't bought anything from us in several weeks. This amount doesn't even match up except to an authorization which had been immediately voided because of a requested customization which raised the price slightly. However, upon checking back, she says that she actually hadn't been charged around the time period Authorize.net's reports show it as having been settled.
So now it looks like every single one of those customers *may* have been charged almost a month late. If that is so, I'm afraid to think how many might contest it with their bank rather than contacting us to question it. We don't know for sure, and the processor keeps not calling us back when they say they will. Neither have they sent the breakdown of what that lump sum includes as they said they were sending on Saturday. I want to email every one of those customers right away to alert them of the lateness of the charge, but I can't even tell if this customer's experience is unique because of some screw up with that voided authorization. Any suggestions about how we should handle this?
Can anyone tell me if this type of thing happens often? We've had one lost upload in all our years with our offline merchant account.
Get a new processor.
>We've had one lost upload in all our years with our offline merchant account.
I've never had any lost uploads. That would be a nightmare and totally unacceptable.
I use Authorize.net via TMS.....totally accurate, totally reliable (except for advanced warning on maintenance, which is acceptable).
Starting to look for a new processor is definitely on our to-do list. Just our trouble getting responses is plenty of reason to do that. I have a *major* peeve with being told repeatedly over almost 3 hours that we'll get a call back in a few minutes and then being told that it was now too late!
When we first contacted them about missing the first settlements through the new account, they seemed to handle it well. They promised prompt action, and also said they were crediting back the fees for that month along with extra for the trouble. However, it's pretty obvious that they never even started to look into it for a full week, and whatever they finally did do has badly affected at least one customer.
However, my big concern at the moment is how I might be able to minimize damage with any other customers who may have been affected.
As far as changing to another processor, first check to see if you have a 6 month contract or something like that.
You are right to worry about it being charged late. But most I do not think will say anything about it. I would try to hold e-onlinedata responsible since it was their fault. I doubt that will hold up though.
Hopefully Sloane (sp) might help you out over there though
