Hi all,

I am sure we are not the only one. Every day we get a call from a customer that had incomplete orders or decline orders and they complain that they see more than one charge on their on-line statment and How Dare We to take their money.....

Every time I go with the tedious explanation that when they placed the order and it did not go through their bank does not know it and they place an hold on the funds and it usually disappears within 3 business days.

I would like to ad this segment to "frequently asked questions"

anyone wrote a good explanation that I can use?
I would like to here from you how do you deal with these customers?
P.S. I am using Authorize.net but will switch back to usaEpay after the migration (V7 fully supports udaEpay)

Thanks,

-------------------------------------------------------------------------------------------------------
We are getting lots of upset calls also on this and it appears the cart in NO way explains to the customer what the reason is!!! Such as billing address didn't match, etc etc.

This is VERY WRONG! Plus it authorizes funds and holds those from the customer until the banks determine when to release it.
We use autho only and Netsol merchant acct

I did a bad cc test order to see the errors and the cart in no way explained to me why the card was declined???
It states a problem with the order and please retry! RETRY??? and then another autho to the customer without letting the customer know what to fix. The generic error the cust see's makes it appear the problem is with the CART and its not!

Also we have the cart set to email the customer upon declined and I have yet to receive a email to myself from the test order I did about it being declined???

1) How can the error be better relayed to the customer in checkout
2) Why didn't the cart email me when it declined?

Thx
Dave

This is an excellent topic and one that I hope we can get NetSol advice on.

Dave you make good points - I never thought much about how declined orders are presented to the customer. As a customer, I would expect to get some explanation or reason. I certainly wouldn't want to be mislead and/or told to try again without some sense of what went wrong the first time.

I also get calls about this issue from time to time. We get about 15 declined orders a month but I probably only get called once a month - so I dont know if it happens on every declined order or not. Does it happen to everyone but only some people notice?

My understanding (and what I tell the customer) is that even though their bank approved the transaction - our cc processing company did not. So their bank has the money held in a 'pending' status. If the transaction is not accepted by us within a number of days (ususally 3 but its different for every bank) then the transaction automatically clears itself.

As an alternative, we tell the customer that if they provide us with the contact info for their bank we will call them and ask them to remove the transaction from the pending status. Essentially we tell their bank that we have no intention of accepting the transaction. When we do this, most banks will clear the money immediately.

I think this would be a great explanation to put in an FAQ however I think that when a customer notices the issue they are probably going to call the store right away as opposed to looking in an FAQ. I think an ever better solution is to provide the customer with the best info we can at the time the issue arises (eg as an order declines) and perhaps provide a link to an FAQ specifically about order problems. At this point I dont know how much we can do with the NetSol cart - I'd have to research this.

I'd be very interested to know if this always happens when orders are declined or whether its just with certain banks.

I am glad this forum finally gets some attention. The last time I heard from Networksolutions the answer was:

We thought the problem was fixed with V7 we are looking into it!

So what happened since? We need desperately a system that will transfer the error code to the customer.

Networksolution can we get your feedback on this?

Thanks,

Nuriel

Yes it needs to be addressed and solved.
It makes us MERCHANTS look bad!
Dave

There isn't currently a system in place for this. This is something we will be enhancing in future releases.

Earlier this year I was testing our storefront and customers were getting detailed errors, what happened to it? Did it go away with V7?

We were able to do it in V4.

If I am not mistaken it was in V7 in late September.

Now if it was not why NetworkSolutions is stating that they are fully integrated with those gateways?

I switched back to usaEpay because I was told that it is fully integrated

In my book it is not fully integrated?

Nuriel

I though also v7 did this when we switched to it a few months ago,
In the last 1/2hr we have had 4 declined billing address no match, 3 from one cust at $92.45 each!

They just called upset as they had no way of knowing why!
and now are upset at US again!

Dave

Please tell me this fix is SOON in an update

Add me to the list of merchants who think this needs to be implemented ASAP.

Add us as well and hopefully future answers from Netsol will be better than the answers posted in this thread.

Netsol

Can this wording at least be changed?
An error occurred when placing your order. We apologize for the inconvenience. You may try placing the order again, or contact us if the problem persists.

To something else until a proper fix is done!

One Example

I would think something like "An error occurred with your credit card while placing your order.
Please confirm the following, correct card number, correct credit card billing address or CVV code. You may try placing the order again after correcting any errors with your credit card information, or contact us if the problem persists.

Dave

Add us to the list.

If you are using USAEpay, you can select the "Precheck AVS Response Before Authorization" option which is found in Fraud Center>AVS Response>Settings.

Since I selected this option about 6 months ago, there has been a drastic reduction in the multiple transaction scenario. For some reason it doesn't work all the time, but definitely cuts the problem way down.

Of course I still have 5-10 sales per day that are not completed due to bad CCV/AVS and the customer has no idea why the orders get rejected.

I'm still on v4 (thank god! based on what I've been reading here), and can not believe that this issue still has not been taken seriously by netsol.

I think this is an excellent suggestion. It isn't the long term solution but it would be a huge improvement with little effort and risk.

Ditto.

Guess us merchants are the only one who thinks we need this. Since no breaking news as to a better fix time etc has been offered.

The pre AVS idea is ok, but they also charge a fee for it and of course still doesnt help the customer.

Dave

What you are seeing here is the generic "something went wrong with the gateway" message, because we don't have the error code mapped to a friendly message in our software. The gateways can release new error codes at any time, so it is difficult to keep up with them.

Luckily, our software is robust enough to allow editing the specific error code messges, but we haven't exposed this functionality to the user at this time. I think what we're going to do is add a site setting to change the default generic error message, and then expose the error code messages for each payment gateway as well.

This would allow you to change not only the generic message, but if you spot an error code without a friendly error message you could add one with the text of your choice. You would also be able to change any of the default messages that we display.

Now, let me qualify this by saying that we are likely not going to be able to deliver all of this in the very next release. However, I think we'll be able to safely deliver the ability to change the default error message before the end of the month.

Thanks Andy!

Thanks Andy
Hopefully the generic text can be changed soon.

As for "The gateways can release new error codes at any time, so it is difficult to keep up with them."

We understand that as its kindof like when Netsol changed the Import/Export a month ago and all our FedEx ship mapping went down the drain and had to be redone (IMG:http://forums.networksolutions.com/style_emoticons/default/smile.gif)

Dave

Thanks Andy,

Just so you'll understand the severity of the situation:

In the last 2 days alone I have 16 declined orders; they are all from 6 customers!
6 customers that are annoyed with our service and I am not sure will ever come back! if you do the math at this rate you are talking about 1000 customers that will not come back in the next year!

...and it does not end here at list one or 2 will call and demand that we will speak to the issuing bank to release the funds and at list one will send an angry email!

Nuriel