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> Gateway/merchant Account, Anyone really happy with theirs and willing to recommend
reneewood
post Apr 17 2013, 01:27 PM
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We have been having terrible issues with First Data and need to change to a different Gateway/Merchant Account. Does anyone recommend working through Network Solutions? Paypal? Wondering if anyone has been having a nice experience with their credit card processing gateway/merchant and wanted to pass on a good word...thanks!
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ParkerYamaha
post Apr 17 2013, 03:09 PM
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Renee
Sent you a pm on this and the one we are using has been very good to work with.
Dave


QUOTE (reneewood @ Apr 17 2013, 11:27 AM) *
We have been having terrible issues with First Data and need to change to a different Gateway/Merchant Account. Does anyone recommend working through Network Solutions? Paypal? Wondering if anyone has been having a nice experience with their credit card processing gateway/merchant and wanted to pass on a good word...thanks!

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MerchantServices
post Apr 18 2013, 08:53 AM
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Hi Renee,

We actually spoke via chat regarding Network Solutions Merchant Services powered by BankCard Services Worldwide. We are the preferred merchant account provider for Network Solutions and have been partnered with them for nearly 10 years. We were their first partner for credit card processing, and offer seemless integration, a world-class staff with live support, and aggressive rates.

Please let me know if you have any further questions. We can get you up and running within a day!

Thank you,

Laura Radtke - Merchant Sales Specialist
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sundialwire
post Apr 18 2013, 02:09 PM
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QUOTE (reneewood @ Apr 17 2013, 02:27 PM) *
We have been having terrible issues with First Data and need to change to a different Gateway/Merchant Account. Does anyone recommend working through Network Solutions? Paypal? Wondering if anyone has been having a nice experience with their credit card processing gateway/merchant and wanted to pass on a good word...thanks!


It's evidently a very competitive field. We are very unhappy with our current provider, but I just haven't been able to take the time to actually make the switch. We researched Homeland, which seemed OK and we were probably going to go with them but PayPal called me and offered me really good rates. The other thing I like about PayPal is that the interface to get the information on what is in which batch is much more straightforward than any I've experienced so far. For one thing, the order number is there, which is really nice when you have lots of orders for the same amount.

The other option I'm considering, although the rates aren't as good as PayPal, is Quickbooks, because I think they will make it even easier to get the orders into the correct batches. But I have to evaluate whether the labor savings will make up for the higher rates. I don't think they will.

When I asked for quotes from vendors, I did not give them my bills from my current vendor. I told them our average sale amount and how much of our sales were in MC/Visa for 2012. That's all they need. No reason to tell them the rates we are currently paying.

Good luck, and I'd love to hear your impression of whoever you choose.
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BobTheBugman
post Apr 18 2013, 09:39 PM
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I am very happy with PayPal Web Payments Pro for this store. Been using them for years. Rarely ever a problem.

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sundialwire
post Apr 19 2013, 01:54 PM
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QUOTE (BobTheBugman @ Apr 18 2013, 10:39 PM) *
I am very happy with PayPal Web Payments Pro for this store. Been using them for years. Rarely ever a problem.

So Bob, do you batch your deposits for Quickbooks yourself? The reason I ask is that it seems like such an onerous task that I can't believe that everyone, including businesses that have a lot more orders per day than we do, actually go through that process. But as I said, I think it will be easier with PayPal because of the presentation of the data.

My other question for you is how you meet the PCI requirements that PayPal (and others) has. Do you do self-analysis through ScanAlert or do you have a company come in and scan your network? This is where I'm stuck. I have not taken the time to figure out the right way to do the analysis and then actually get it done. I would love to hear what someone else has done.

Thanks in advance!
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Karol
post Apr 20 2013, 09:59 AM
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Renee, PM sent.
Hillary, if you'd like a copy of PM, let me know.
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reneewood
post Apr 20 2013, 03:30 PM
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UGH! So I took a leap of faith and signed on with Network Solutions Merchant Account....went active last night and today we have another order that was declined to the customer, yet charged to their credit card. Customer service is not available on the weekend....

If any admin from Network Solutions are watching the forums, Our PO 98754 was declined to the customer yet approved...??? The funds were taken from the customer but she received a "declined" status.

Very disappointing to say the least...was so excited to begin a new chapter on a good note.
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BobTheBugman
post Apr 20 2013, 08:49 PM
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QUOTE (sundialwire @ Apr 19 2013, 02:54 PM) *
So Bob, do you batch your deposits for Quickbooks yourself? The reason I ask is that it seems like such an onerous task that I can't believe that everyone, including businesses that have a lot more orders per day than we do, actually go through that process. But as I said, I think it will be easier with PayPal because of the presentation of the data.

My other question for you is how you meet the PCI requirements that PayPal (and others) has. Do you do self-analysis through ScanAlert or do you have a company come in and scan your network? This is where I'm stuck. I have not taken the time to figure out the right way to do the analysis and then actually get it done. I would love to hear what someone else has done.

Thanks in advance!



With PayPal, you are only dealing with PayPal, not a merchant bank. Paypal collects your payment from the Visa, MC, AMEX, Discover, Etc. and sweeps it into your bank account daily.


PayPal is a third party processor, they take care of the PCI compliance when a transaction is performed by a customer making online purchases through your online store. PayPal deals with the merchant banks, not you. The customers credit card info is on PayPal's server, not your server or computer. PayPal is PCI DSS compliant. Network Solutions is also PCI Compliant

PayPal has never sent a request for self assessment as far as I can remember.

Now in my business I have other cc processors that I have to do self assessments for since I have a POS merchant terminal at my office, but they request them when they want one.


Sorry, I don't use quick books for my online stores, so that question I can't help you with.

Bob
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sundialwire
post Apr 21 2013, 04:15 PM
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QUOTE (reneewood @ Apr 20 2013, 04:30 PM) *
UGH! So I took a leap of faith and signed on with Network Solutions Merchant Account....went active last night and today we have another order that was declined to the customer, yet charged to their credit card. Customer service is not available on the weekend....

If any admin from Network Solutions are watching the forums, Our PO 98754 was declined to the customer yet approved...??? The funds were taken from the customer but she received a "declined" status.

Very disappointing to say the least...was so excited to begin a new chapter on a good note.

It really sounds like what's happening is what happens with -- I think -- EVERY processor. The CC companies, for some reason, keep the customer's money for 12-24 hours even when the order is declined. So if your customer hits the order button over and over, the order total will be deducted from their account each time they hit the button. It will then, for each declined order, disappear from their account in 12-24 hours. Unfortunately, it can still cause the customer's debit account to overdraw, etc.

I have heard that some people have processors where they can call and get the declined amounts released more quickly, but I think that's a rarity.

We post this information on our website to try to discourage repeated declines and we explain to the customer when it happens that they should wait overnight and check their account again to see if the declined charges are still there.
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Karol
post Apr 21 2013, 06:09 PM
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I've found this thread interesting .... We've never experienced the issue you describe. This may be because we very early on....

1. I called BanCard (USEPAY/NETSOL) and had them talk me through each of the fraud settings so customers aren't declined for 'stupid' reasons. The default, when we started, had every possible setting turned on. Yes, I know, they recommend we use every fraud setting but we found so many customers frustrated and gave up trying to figure out what was wrong, that we lowered the standards. I don't recall (and can't find) where these settings are set, but they're there. We have lots of college students using parent's cards; customers in a hurry; older, but 'wiser' folks with feeble memories, wallets rub off the CVV code, etc. Knock on wood, we've never had a problem with fraud.

2. There's a setting to allow only one order to process, thus customers who try to place the order a couple times are only charged once.

Don't know if this will help or if you're even interested, but it's the approach we took.
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sundialwire
post Apr 21 2013, 06:30 PM
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QUOTE (Karol @ Apr 21 2013, 07:09 PM) *
I've found this thread interesting .... We've never experienced the issue you describe. This may be because we very early on....

1. I called BanCard (USEPAY/NETSOL) and had them talk me through each of the fraud settings so customers aren't declined for 'stupid' reasons. The default, when we started, had every possible setting turned on. Yes, I know, they recommend we use every fraud setting but we found so many customers frustrated and gave up trying to figure out what was wrong, that we lowered the standards. I don't recall (and can't find) where these settings are set, but they're there. We have lots of college students using parent's cards; customers in a hurry; older, but 'wiser' folks with feeble memories, wallets rub off the CVV code, etc. Knock on wood, we've never had a problem with fraud.

2. There's a setting to allow only one order to process, thus customers who try to place the order a couple times are only charged once.

Don't know if this will help or if you're even interested, but it's the approach we took.

We have address verification (AVS) turned on and we do require the CVV code. We use those things for two reasons, the obvious one that we don't want to be even partially blamed in the case of fraudulent use of a card and also because, at least with some vendors, you are charged higher fees when you don't require these checks.

One thing with the AVS is that the majority of non-Canadian international orders are declined due to AVS mis-match. The billing address is not wrong, but the address information is not transmitted to the US entity doing the checking, so it fails. We put those orders through, when we trust the customer, with the virtual terminal. We document this in our international section on our customer service page and most people read it and email us rather than hitting the order button over and over.

I didn't know you could restrict a customer to one order processing, but often they figure out what's wrong with their billing address and the second try works. Would they still be able to correct their address with the only-one-order-can-process feature? Is this an NS setting or a setting with your processor.
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Karol
post Apr 21 2013, 07:34 PM
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QUOTE (sundialwire @ Apr 21 2013, 04:30 PM) *
At least with some vendors, you are charged higher fees when you don't require these checks.

BankCard does not charge extra.

QUOTE (sundialwire @ Apr 21 2013, 04:30 PM) *
One thing with the AVS is that the majority of non-Canadian international orders are declined due to AVS mis-match.

We also had huge issues with international orders until we fine-tuned the settings. If my memory is correct, AVS is not all on/all off, but you can choose which sections you want to turn on/off. We no longer have any issues with international orders. We no longer take any orders via the virtual terminal. If we take an order by phone we put it through the front-end. This way there's at least some diligence. (IMG:http://forums.networksolutions.com/style_emoticons/default/smile.gif)

QUOTE (sundialwire @ Apr 21 2013, 04:30 PM) *
I didn't know you could restrict a customer to one order processing, but often they figure out what's wrong with their billing address and the second try works. Would they still be able to correct their address with the only-one-order-can-process feature? Is this an NS setting or a setting with your processor.

If an order is declined, they can change what they believe is wrong and resubmit. (If they try a third time and fail, their bank locks their card. We advise customers who 'get it wrong' three or more times to call their bank and have the bank unlock the card.) This setting does eliminate double clicking resulting in double orders.

All these settings are on the merchant console with USePay, not the NetSol store settings. USePay and Network Solutions are both private label "fronts" for BankCard. (BankCard aka First National Bank of Omaha/National Processing Company)

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Karol
post Apr 21 2013, 07:52 PM
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I should add, we do require CVV. Those customers that have 'rubbed' it off usually are able to guess correctly the second attempt.
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foxrun
post Apr 22 2013, 05:46 AM
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We also use USAEpay, and have been very happy with it. Fraud settings are easy to set or change, and we have the ability to release funds immediately (through the USAEpay consol) thus preventing the customer's card to max out. As far as International orders, we require customers to use PayPal. That has eliminated any problems with International orders.

Harry
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reneewood
post Apr 22 2013, 08:41 AM
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I really appreciate you guys chiming in. We've had a huge number of declined orders over the weekend and this may mean that I need to check our settings a little closer. That was a really good point to bring up....thank you!
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ecomIanS
post Apr 24 2013, 02:59 PM
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Thank you everyone for posting about this issue! Having a reliable transaction process is absolutely a high priority for us and we are actively investigating all reports of these types. I would encourage you all to contact us by phone to do this so that way we can determine the full extent of your issue(s).


@reneewood

Your issue might be something slightly different all together. I can't elaborate here since it contains sensitive info about your customer/store, so I will PM you with more information.
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Joeydeath
post Jan 11 2014, 03:22 PM
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I also use Network Solutions Merchant services for my credit card processing, one wish I had is to have the ability to charge the customer from within the network solutions control panel, the ability to only refund the order entirely is not quite cutting it.
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ecomIanS
post Jan 11 2014, 05:26 PM
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QUOTE (Joeydeath @ Jan 11 2014, 03:22 PM) *
I also use Network Solutions Merchant services for my credit card processing, one wish I had is to have the ability to charge the customer from within the network solutions control panel, the ability to only refund the order entirely is not quite cutting it.



Joeydeath,

Thank you for posting. Are you referring to the ability to create a new order from within MCP? If not can you elaborate a bit more on what you'd like to do?
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Joeydeath
post Jan 16 2014, 08:22 PM
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QUOTE (ecomIanS @ Jan 11 2014, 05:26 PM) *
Joeydeath,

Thank you for posting. Are you referring to the ability to create a new order from within MCP? If not can you elaborate a bit more on what you'd like to do?

sure, currently in the MCP we can only apply a full refund. It would be very helpful when adding products to an existing order to be able to charge the customer from within the current order. Currently we have to go to the merchant console login, look up the order and then charge from there. To be able to charge, or give partial refunds from within the MCP would only make sense.
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ecomIanS
post Mar 5 2014, 09:55 PM
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QUOTE (Joeydeath @ Jan 16 2014, 08:22 PM) *
sure, currently in the MCP we can only apply a full refund. It would be very helpful when adding products to an existing order to be able to charge the customer from within the current order. Currently we have to go to the merchant console login, look up the order and then charge from there. To be able to charge, or give partial refunds from within the MCP would only make sense.


As far as I have seen this is largely due to the individual provider. Some gateways do not authorize return requests through the MCP at all and there are some that have something more in between. Unfortunately I don't have an exact list to verify, but that is my default answer.
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