About a week ago a customer from Vietnam ordered a product from us, and desired to pay through 2checkout. 2checkout notified us that a signed copy of the creditcard statement was required, which the customer would have to fax to a certain number.

The customer did this immediately. We also sent an email to 2checkout that the customer had sent in the required documents. Now, a week later, we still haven't had a single word from 2checkout about anything at all.

The customer has decided to move elsewhere if the order doesn't get filled within the next couple of hours.

I'm wondering: if this customer leaves, can we hold 2checkout responsible for the losses? It's quite obvious that this is entirely their fault, however I'm wondering whether there's anything we can do against this at all.

I have disliked 2checkout's service for quite some time now. We recently received an order which was automatically marked as "high fraud suspect", because the creditcard was marked as stolen by the bank. After 36 hours we received a notification that the payment was reviewed by a 2checkout fraund analyst who determined the order as NOT fraudulent... We cancelled the order manually because all the detailes submitted by the customer were fake, but the fact that the fraud analyst let the order through really is disturbing.

They are letting fraudulent orders (they even knew the card was stolen) through, and they are blocking valid payments, causing perfectly legit customers to move away from us. I really have the feeling 2checkout is going to same way as PaySystems. I'd love to go with Authorize.net (or ModernAuthorize), it's just too bad that their service isn't available in the Netherlands..

Any input is highly appreciated.

Ya, I really dislike 2checkouts service myself. I highly doubt you can hold them accountable, but I would give them a phone call and make sure they know your fed up and will be moving on if this doesn't clear up.

Personally I highly suggest going with a merchant account as soon as you can, they are normally more expensive but if you do enough business its worth it. Just do the fraud checks yourself.

Originally posted by u2mike
Ya, I really dislike 2checkouts service myself. I highly doubt you can hold them accountable, but I would give them a phone call and make sure they know your fed up and will be moving on if this doesn't clear up.

I doubt they will care. At the same time I don't think you can hold them accountable. I am sure it is in their TOS or AUP that you agreed to.

We live in a world where the people that make the mistakes always have some kind of policy to cover their tracks, I doubt you'll be able to do anything.

Dan

I know from experience, it can be a lost cause when trying to communicate with 2checkout support.
As stated by other posters, I'm sure they are covered for this with their TOS.

This is covered in their TOS. Your SOL :(

TOS's are little more than exculpatory contracts. IF they are truly doing something wrong and criminal in manner, they can be held accountable.

it's not criminial nor wrong according to any laws.

Yeah I thought so myself - I just asked it to be certain.

About getting a merchant account ourselves: actually that would be much cheaper for us, with the amount of sales we have. The problem is that our company is registered in the Netherlands, Europe, and Authorize.net doesn't support the Netherlands (yet), same goes for modernauthorize.

Does anyone have a suggestion about that? We can get a merchant account from a Dutch bank but this costs way too much.

hi, how many figures your order has? Are you selling service or good?

Unfortunately I can't say that on a public board (the figures). We're selling service, we don't ship anything.

Originally posted by tgo149
TOS's are little more than exculpatory contracts. IF they are truly doing something wrong and criminal in manner, they can be held accountable.

That's true, but unfortunately I don't see anything "criminal" with taking an excessively long period of time to process a task, hence resulting in a loss of revenue to an external party. If fraud in the millions was involved, perhaps 2CO can be taken to court. But in this case, with a well-written AUP, i think they're pretty much covered.