I'm sure we've had a chargeback at some point, but none that I can ever recall. We've had some issues in the past where IPPay changed some things on their side and had our funds delayed by a day (we process most everything on the first so it's a big deal of they're held up) and a few other minor issues here and there, but nothing huge.
This took place over two days while I was on vacation to further irritate me. I called Friday after T's email telling me that she would not process the transaction. I asked to speak to her supervisor. She was out that day and not back in until Friday. I tried to speak to T and she was out to lunch. I told the gal my customer service issue was going to result in them losing me as a customer that still there was no sup or person of authority I could speak with. I asked for someone to call me back, presumably that will happen Monday. I wrote T one last time telling her that her actions were unacceptable and she never replied. And no, I haven't made any changes yet because I'm not even in the office yet :) Thanks, 'S Sent mobile! On Apr 17, 2016, at 06:33, Ken Hohhof <[email protected]<mailto:[email protected]>> wrote: It sounds like you had a bad customer service experience, where their actions didn’t match their words. I don’t use IPPay, but they are a small enough company you could call and talk to the guy in charge, I think that’s Brian Young? Have you tried that? I would expect them to train their reps to either say upfront no we can’t do that, or do what they say they will. Also, they seem to offer a somewhat unique service geared to small monthly telecom service charges at fixed locations, resulting in low processing costs and features like not having to get new card numbers and expiration dates from the customer all the time. Have you found another processor that is equivalent? How much will your costs go up with another processor? I would also ask how their customer service has been for more normal issues. Is this a one-time bad experience? I know one of the frustrating things with my current processor is how they handle chargebacks. The merchant is always wrong. And if you challenge the chargeback, you are also always wrong, no matter what. Even if the customer says their bank cancelled their card due to a fraud alert and charged back all transactions including legitimate recurring transactions. How has IPPay been in situations like this, which occur in the normal course of business? From: Scott Vander Dussen<mailto:[email protected]> Sent: Saturday, April 16, 2016 11:26 PM To: [email protected]<mailto:[email protected]> Subject: Re: [AFMUG] Merchant services In my OP explanation message I cited my reason for leaving, and it's not what you've cited here... But whatever! Thanks, 'S Sent mobile! On Apr 16, 2016, at 16:56, Chuck Hogg <[email protected]<mailto:[email protected]>> wrote: Um, so if you don't seewhy this isn't allowed, I don't know what to say. And to quit a processor over running an unnatural charge that wasn't a normal part of your charge history is crazy. I bet they tried to help you and thats why the runnaround only to be told by their bank that its a no-no. Its also in most merchant agreements. On Saturday, April 16, 2016, Jason McKemie <[email protected]<mailto:[email protected]>> wrote: I would have done the same thing. On Saturday, April 16, 2016, Jeremy <javascript:_e(%7B%7D,'cvml','[email protected]');> wrote: Sorry, but this is a ridiculous reason to leave IPPay. Also, it is a grey area when it comes to legality. On Fri, Apr 15, 2016 at 8:55 PM, That One Guy /sarcasm <[email protected]> wrote: ther may be ftc regulations that would create a criminal liability for processors allowing kiting On Fri, Apr 15, 2016 at 8:05 PM, Tyson @ Internet Communications Inc (ICI) <[email protected]> wrote: My 2 cents: Who cares! The merchant gets their damn money. Unless you have some kind of charge back history, it's stupid. The only thing I will say, as an outsider, if you did it for the rewards perk...why? Doesn't the reward get off set by the merchant fees? It's a wash. If the intent was for something else, it's really none of their business. They make money. Disclaimer: I don't use them Tyson Burris, President Internet Communications Inc. 739 Commerce Dr. Franklin, IN 46131 317-738-0320<tel:317-738-0320> Daytime # 317-412-1540<tel:317-412-1540> Cell/Direct # Online: www.surfici.net Forgive the brevity, the typos and my fat fingers! On Apr 15, 2016, at 4:43 PM, Scott Vander Dussen <[email protected]> wrote: I’ve received a few off-list request for my story and a couple here on-list. I don’t mind sharing, I just didn’t want to come out with a rant about IPPay because that wasn’t my goal. I share this experience because I really value this list and the contributions made by all you wonderful people. Few things have shaped my business and been as valuable of a resource as this list (beginning as Part-15.org<http://part-15.org> to current), so thank you everyone! (: Part of that awesomeness is sometimes sharing the less than stellar experiences we face, here’s mine with IP Pay. 1. I wanted to make a purchase that was not eligible for a CC payment and get the cash back rewards 2. I contacted Cap1 and asked if I could use one of those blank “courtesy checks” they send out to write to myself and basically get a cash advance plus then get the cash back rewards. They said no problem, but the checks are exempt from cash back rewards. 3. I asked if I as a business could run my own card into my own bank account for the cash rewards. She said no problem, I asked her to research the Cap 1 Visa ToS to verify, she did and again no problem. I then asked her to triple verify by confirming with her supervisor, and again no problem. They said if you have that resource to process your own card and you’re paying your minimum balances etc. it’s a non-issue. 4. I researched “Credit Card Kiting” which is the process of paying a credit card balance with another credit card- the practice is only a problem when there is deception involved. Even the Wikipedia article demonstrates its OK when there is not deception. And this isn’t even kiting, it’s just processing a credit card for cash in the bank. 5. We process a card for $20k 6. Tanya Krapil from IPPay halts the transaction, holds the funds and emails me asking if it’s legit. (lost a whole day of expected funds because of this) 7. I reply it’s legit. 8. Tayan demands invoices and “documentation” before she will release the funds. 9. I reply: “We don't share our invoices with parties not involved with the transaction, that is not only a breach of confidentiality but inappropriate for you to ask. While I can appreciate your concern for fraud I have, as the CEO of Velociter, already confirmed the legitimacy of this transaction. If at this time you are cause further delays in processing this transaction then I will consider your actions as unreasonable non-performance and a termination of our long standing business relationship.” 10. Tayna the replies that she will process this transaction. 11. Subsequently Tayna spoke telephonically with other staff and determined the card was employee owned. Tayna said she’d process the payment but it isn’t a kosher practice. 12. Tayna then emails me to tell me just kidding, she’s not going to process the payment after all. (losing yet another day of expected funds) My grief is that on a $20k tag Tayna doesn’t bother to pick up the phone and call, just arbitrarily held the funds and sent an email. Then she said two times that she would indeed process the payment only to then change her mind later. It’s horrible customer service to say one thing and then not honor it, even if you made a mistake. I’m particularly bothered by her asking for “invoices and documentation” to support the charge; the US in particular is getting so used to sacrificing our privacy and freedoms. Tayna is demanding I send over information that completely out of her sphere of concern. Tayna is citing that it’s a Visa policy not process your own card, but has provided no documentation to support that. There is no deception involved, we called and pre-authorized the transaction with Cap1 on a recorded call and Cap1 gave their blessing. I contract with IPPay to process the CC cards I enter, nothing more. Even if there is some obscure Visa ToS that prohibits this transaction for this specific reason (this is *not* credit card kiting) Tayna’s lack of professionalism and the subsequent headache it’s caused me finished my company’s business relationship with IPPay. And I would greatly question who is the enforcement of Visa’s ToS, the merchant or the issuing bank. I’d lean heavily towards the issuing bank. Anyhow, thanks for the feedback and suggestions of other merchants. Scott From: Af [mailto:[email protected]] On Behalf Of Mike Hammett Sent: Friday, April 15, 2016 11:35 To: [email protected] Subject: Re: [AFMUG] Merchant services Same. ----- Mike Hammett Intelligent Computing Solutions<http://www.ics-il.com/> [http://www.ics-il.com/images/fbicon.png]<https://www.facebook.com/ICSIL>[http://www.ics-il.com/images/googleicon.png]<https://plus.google.com/+IntelligentComputingSolutionsDeKalb>[http://www.ics-il.com/images/linkedinicon.png]<https://www.linkedin.com/company/intelligent-computing-solutions>[http://www.ics-il.com/images/twittericon.png]<https://twitter.com/ICSIL> Midwest Internet Exchange<http://www.midwest-ix.com/> [http://www.ics-il.com/images/fbicon.png]<https://www.facebook.com/mdwestix>[http://www.ics-il.com/images/linkedinicon.png]<https://www.linkedin.com/company/midwest-internet-exchange>[http://www.ics-il.com/images/twittericon.png]<https://twitter.com/mdwestix> The Brothers WISP<http://www.thebrotherswisp.com/> [http://www.ics-il.com/images/fbicon.png]<https://www.facebook.com/thebrotherswisp>[http://www.ics-il.com/images/youtubeicon.png] <https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg> ________________________________ From: "Jason Wilson" <[email protected]> To: [email protected] Sent: Friday, April 15, 2016 1:22:03 PM Subject: Re: [AFMUG] Merchant services Scott, I am an IPPay client, email privately your decision to move. Jason [http://remotelylocated.com/wp-content/uploads/2012/07/cropped-Remotely-Located-Logo.jpg] Jason Wilson Remotely Located Providing High Speed Internet to out of the way places. 530-651-1736<tel:530-651-1736> 530-748-9608<tel:530-748-9608> Cell www.remotelylocated.com<http://www.remotelylocated.com> On Fri, Apr 15, 2016 at 11:08 AM, Josh Reynolds <[email protected]> wrote: Authorize.net<http://authorize.net>? On Fri, Apr 15, 2016 at 1:02 PM, Scott Vander Dussen <[email protected]> wrote: > Without all the nasty details, I'm completely done doing business with IPPay. > Any recommendations for alternatives? > > Thanks, > 'S > > Sent mobile! -- If you only see yourself as part of the team but you don't see your team as part of yourself you have already failed as part of the team. -- Regards, Chuck
