Read this:

http://support.2checkout.com/forums//thread.php?threadid=265&boardid=3&styleid=&page=1

Customer Survey - We have begun sending out a simple customer survey to buyers

I've just signed up with 2checkout, but I'm canceling my account if they send Spam to my clients! I am client of 2checkout and my clients are only mine - they don't have the right to contact them!
There are many other choices for third-party cc processing and these guys will lose at least 40% of their business just for 1-2 weeks if they do that!



:angry:

The past few days, I have heard several bad things about them. Before that, they seemed to be pretty popular. :confused:

The survey would have been good if it asked questions about 2checkout's service instead of our own service.

IF SATISFIED with the order (i.e. received product/service as expected),
[UNIQUE LINK TO REGISTER THAT CUSTOMER IS HAPPY]
(Click or copy into address bar)

How can they better serve our customers if 2checkout is asking our customer how WE do?

I would actually like to see the results of the survey, but I think 2checkout should ask on an individual account basis for permission.

They have a ticket system coming, I'm looking forward to that.

Bitter Sweet.

We like the ideal, but only if we have the choice to opt-in/out. Also, it does not apply to recurring sales I do not believe.

Originally posted by kycomputing
Bitter Sweet.

We like the ideal, but only if we have the choice to opt-in/out. Also, it does not apply to recurring sales I do not believe.

You are right KY.
The survey is for non recurring orders.
Sellers with a clean history can Opt out simply by emailing sales@2checkout.com.

For the person that stated "we have no right to do this" you are simply incorrect. Our TOS gives us the right to impose quality control procedures. This is our Merchant Account that we are granting you limited use of.

Poor business practices by sellers, with high chargeback ratios, put every other account in jeopardy.

Hi,

I didn't know that this will be only for non recurring orders.
I received confirmation for my request to be opted out.

Thanks 2checkout

can Opt out simply by emailing sales@2checkout.com.

Half of the spam I receive contains something like this.

I am sure it was in the TOS. A lot of websites ask your e-mail for various reasons and then they politely spam you for your own good ;). For me It is just spam. I don’t think your customers opt in for something like that and they didn’t agree with any 2checkout TOS.

Originally posted by TomD
For the person that stated "we have no right to do this" you are simply incorrect. Our TOS gives us the right to impose quality control procedures. This is our Merchant Account that we are granting you limited use of.

Poor business practices by sellers, with high chargeback ratios, put every other account in jeopardy. You are right in that you have the right to do this per your TOS but I guarantee you will lose many customers when you do.

I am not a customer but have looked at your service several times. I would jump ship so fast your head would spin if you took it upon yourself to contact my customers directly without my permission.

Possibly if I had a very high chargeback ratio... but the majority of your customers are probably great customers with few or no chargebacks.

I don't have to tell you... read your own forums. People are threatning left and right to bail.

Originally posted by Nedani


Half of the spam I receive contains something like this.

I am sure it was in the TOS. A lot of websites ask your e-mail for various reasons and then they politely spam you for your own good ;). For me It is just spam. I don’t think your customers opt in for something like that and they didn’t agree with any 2checkout TOS.

Customers are already contacted.

Some receive calls to verify they were the person that placed the order, especially in cases where a part of the AVS was incomplete.

Customers are also called to confirm they received the goods they ordered, prior to our paying funds out to a new seller.

I don't think people object to this Tom, I think they are objecting to the whole survey thing. I'd go into specifics, but if you read the first post that explains what the survey is and how it would work, I think you can tell the parts and what wording is upsetting some people. As it only applies to non-reocurring orders, it doesn't seem to affect me, however I do hope you understand the position of other clients. It makes me a bit uncomfortable, if this isn't the case.

If you took a survey about how many people liked having that credit card affiliate link on their order forum, what do you think the results would be, and based on those results, would the link be removed if the outcome was unfavorable. While I'd hope so, I'm wondering...

Here is the survey email they will be sending. I really don't like the idea of them contacting my customers. I kind of think it is because they have a high rate of chargebacks, and they are trying to ingrain their company's name in the clients minds so they don't confusingly do a charge back (not recognizing 2checkout.com's name on their bill). They have a good service, but I would be happier if they just processed the credit cards and not worried about how good my customer thinks the product is, whether it arrived within two weeks, etc:




This function was added in order to build up statistics regarding merchant fullfillment, increase buyer confidence, reduce chargebacks and increase your customer's satisfaction with you, our merchants.

The survey looks like this (links are not viewable):

--------------------------
Dear [CUSTOMER NAME],

We are contacting you about your purchase from [YOUR COMPANY NAME] ([YOUR
WEB SITE URL])
on [DATE OF PURCHASE].

In an effort to better
serve you, we would like you to indicate your level of happiness with this
order.

IF SATISFIED with the order (i.e. received product/service as expected),
[UNIQUE LINK TO REGISTER THAT CUSTOMER IS HAPPY]
(Click or copy into address bar)

If NOT SATISFIED with the order,
[UNIQUE LINK TO REGISTER THAT CUSTOMER IS NOT HAPPY]
(Please allow up to 2 weeks for goods to be delivered by postal mail)
(Click or copy into address bar)

PLEASE NOTE: This order will appear on your credit card statement as
a payment to "2CheckOut Inc."

This order was processed by www.2CheckOut.com on behalf of [YOUR COMPANY
NAME].

----------------------------
We've kept the survey very simple. Information returned will be viewable. A future enhancement will enable you to provide a viewer link (similar to eBay's "Seller Rating") that will enable any potential customer to see how your previous customers have rated you.

Any negative responses will be forwarded to you in order to provide you with an opportunity to respond to the customer directly.

Anyway, I think I should probably switch to a more serious company like WorldPay. Someone who will just process the credit cards, and not call up my customers, email my customers, etc., just to find out if I shipped the items in "2 weeks" which I never claim to do anyway.

I don't really like the survey too. I think 2checkout should reconsider this. But anyway what will they earn form this? An unhappy customer can always contact them if he's not sattisfied with an order.

DSJ this is NOT ebay and is NOT Paypal. This is considered to be SPAM 2checkout will be sending unsolicited e-mails.

They start doing this...asking my customers how I am performing...and I will survey the decision makers in my Companies (1-me) to decide how quickly to dump 2checkout.

Originally posted by TomD


Customers are already contacted.

Some receive calls to verify they were the person that placed the order, especially in cases where a part of the AVS was incomplete.

Customers are also called to confirm they received the goods they ordered, prior to our paying funds out to a new seller.

I don't disagree Chicken.
Contacting customers is a hard decision.
Every seller account goes into jeopardy when "as a whole" there is a high chargeback situation.

At the same time that the major card companies toot their horn about internet fraud being under 3%, they expect 3rd party processors to be under 1%.

Almost 15% of our Sales emails are from customers who state "on May X, 2002 you charged me $39.00 for something and I don't know who you are."
Those we can deal with.
Unfortunately, the same number of people just go straight to their CC company and the Card companies are too willing to just do a chargeback.

Do you find that unbelievable?

Do you know I cancel 1-3 accounts a day from people signing up and they don't even know what they've signed up for?
My favorite today "I was trying to order a Bride from www.xxxxxxx.net, where is my link and phone number?"

Anyway, I'm getting way off topic...and I'm known for "ignorant, short answers".

Almost everyone that has requested to Opt out of the survey has been approved.
Hosts are the least affected because recurring sales are not targeted.

The wording of the survey will likely be altered/ tweaked.

If i hear even a peep out of them i will sack them in to a bag.

The customers we have gained has been through hard work, time and money... We dont need your excuse to 'see how we are doing survey' to get your branding out! Get a new marketing team!

Its like for example we offer reseller plans and we email our resellers customers and say is our partners treating you o.k? Its a NO NO.

I dont want to here that its to reduce bad companies etc because this is not true... why would you do such a thing? That would be taking money out of your own pockets!

And to avoid chargebacks well"hello" we pay for that to or did you forget!

TOMD, The survey is for non recurring orders.

About the above quote Tom... Im sure you have looked around this forum enough to know not to judge on a company that you have not been using longer than 2 months or so.

So instead of sending out your survey to customers that have been with us for a while you rather survey the people that have just signed up with a one off sale.

How about you let us brand your survey as our own and we can send you all the results. Do i here you laugh? ( Do you not trust us to be Honest with our results?)

I dont blame you but how can we trust that your marketing team is not driving this...and it is for our own good.

Im giving you a suggestion about the branding so thats all that needs to be said by me.

Kind regards

Originally posted by Choppy
If i hear even a peep out of them i will sack them in to a bag.

The customers we have gained has been through hard work, time and money... We dont need your excuse to 'see how we are doing survey' to get your branding out! Get a new marketting team!

Its like for example we offer reseller plans and we email our resellers customers and say is our partners treating you o.k? Its a NO NO.

I dont want to here that its to reduce bad companies etc because this is not true... why would you do such a thing? That would be taking money out of your own pockets!

And to avoid chargebacks well"hello" we pay for that to or did you forget!



About the above quote Tom... Im sure you have looked around this forum enough to know not to judge on a company that you have not been using longer than 2 months or so.

So instead of sending out your survey to customers that have been with us for a while you rather survey the people that have just signed up with a one off sale.

How about you let us brand your survey as our own and we can send you all the results. Do i here you laugh? ( Do you not trust us to be Honest with our results?)

I dont blame you but how can we trust that your marketting team is not driving this...and it is for our own good.

Im giving you a suggestion about the branding so thats all that needs to be said by me.

Kind regards

:D It's called bad marketing...

i think the wording needs to be reworked, yes, though a branded version might be an option. I don't knnw exactly how to solve the problems you guys have, then again I don't know what the exact problems are to solve. It might have been interesting to pose the problems and see what users came up with as possible ways to help you guys deal with the things that most everyone seems to understand that you need to deal with.

While your clients are by no means experts, it would be interesting to see how they propose to solve the problem of:

15% of your customers who enter their credit card numbers on off your site go straight to their CC company and do a chargeback because they do not recognize 2checkout on the bill and that we processed the transaction for you.

Suggestions?

This might have gone over better, even if it is a small number who are unhappy with this survey thing, that small number always screams the loudest.

I'm rather happy that my clients are being subjected to this, because over the long term I will learn how to improve my quality of services to my clients and at the same time, my vendor ( 2checkout) will learn to improve there services.

besides that let me post a comment from 1 client
Comments:
My new experiences with ADEHOST.COM have been extremely wonderful. Not only was it simple to set up my account, but the admin personally took the time to ensure that everything was working out fine with me. He even lost some sleep while figuring out a problem i had! Excellent commitment to customers. I dont think i'll even switch web hosts again!


I did not even know that my client was even paying attention. nice to know that my desire to please my clients is noticed

later folks

mike

when dealing with my varrious clients, I often get questioons about why to or not to use a 3rd party payment system. i've always found that there are benefits and costs asociated with any decision and this is one of them.

when you choose to work with a 3rd party system, be it 2checkout, paypal, revecom, etc.., you are picking that service for what it offers and what it saves you. 2checkout is not the first company to allow customers to provide feedback, take a look at paypal or propay, they force you to send customers to pages that directly link them to other stores.

if 2checkout wants to do a survay to help keep their service up and running without extra fees or screening, thats their decision, just as it is your decision to use them or not use them.

if this is a problem to you, i suggest you signup for a "real" merchant account. you'll pay more but that's the idea... more fees for a privatized service.

personally i think 2checkout has dome some great things for people in this industry getting started. while i may not use them, and i certianly know they are not the company for me, i have refered people to them before because what they offer works for some people.

you had warning, tom has explained his actions, he's evne letting you opt-out for the most part. if you don't like it, leave, move, etc.... this would be a whole other story if one morning we all woke up and found the messages sent out but that didn't happen and you have the choice and the power of your choice. clearly 2checkout is listening to our opinions somewhat, if you feel like this is a reason to leave, you should, just realize this was a part of the package offering, it is the cost that comes with the benefit.

Remember: legally these customers are 2checkout's customers. It is THEIR merchant account and their information that goes on the customer's charge.

Originally posted by TomD


Almost 15% of our Sales emails are from customers who state "on May X, 2002 you charged me $39.00 for something and I don't know who you are."
Those we can deal with.
Unfortunately, the same number of people just go straight to their CC company and the Card companies are too willing to just do a chargeback.

Do you find that unbelievable?

Do you know I cancel 1-3 accounts a day from people signing up and they don't even know what they've signed up for?
My favorite today "I was trying to order a Bride from www.xxxxxxx.net, where is my link and phone number?"



I find it "unbelievable" that you state 3 problems above and try to solve them with a process that doesn't address the source of the issues. You have consumers that are confused with the way the transactions are presented to them. If consumers are not sure why they are getting charges from you, work on that part of the process. Focus on that instead of doing surveys. Surveys are not intended to "educate" people.

This whole process doesn't make sense. If the goal of the surveys is to improve the qualifty of service with the customers to avoid chargebacks, then why are you only requiring new companies with 2checkout to do this (established companies can be opt-ed out) I think you'd rather want to work with your experienced companies to solve this problem than hope that startups can show you the way.

And I think by going to these companies and saying "hey, we'd like to improve the service and we'd like you to run a survey for us that you can personalize and <blah blah blah>" that would have gone much farther than ramming one down everyone's throat.

BTW, given these reasons above, I don't know why recurring charges would be exempt. The first recurring charge made to a credit card is just as likely to be questioned as an one time sale.

Hal

Hal

The more I think about this practice, the more I like it. It is clearly an effort on 2checkout's part to make their service better and protect themselves against chargebacks (which, if unchecked, would mean higher rates to the clients who use their service).

We graduated from third party to our own merchant account some time ago, but if I were looking for a third party processor, this practice would be a point in favor of 2checkout IMO.

The few 2checkout customers who want to bail out over 2checkout contacting their own customers to survey them on the performance of the merchants they allow to use their merchant account should reconsider. This survey practice will make the service better for everyone who remains.

Don't forget (I say again): these customers are really 2checkout's customers, not yours. That's a harsh reality, folks -- but that's how third party processing works.

And a message to 2checkout:
I went to your site to examine the terms of service, but couldn't find a link to them anywhere. You may want to rectify that or point me to the TOS.

Originally posted by hostpath.com

And a message to 2checkout:
I went to your site to examine the terms of service, but couldn't find a link to them anywhere. You may want to rectify that or point me to the TOS.

https://sellers.2checkout.com/serviceterms.htm

Comments on other posts:

If we included recurring products, there would be a survey sent out monthly, to the same people, for the same product.

10,000+ emails went out informing our Sellers about 2 changes & the email survey. Aprox. 65 have "opted out". A total of 5 were refused the option to "opt out". As of today 3 accounts were closed at seller request because of the Survey(of those, 2 had never had a sale).

Chargebacks are a major problem. Sellers "opting out" of the survey will certainly be on a short leash. Should their chargeback % climb there will be less flexability on our behalf.


Name recognition is a key. The survey addresses that. Any one in the advertising business will say that repeating something 3 times is the goal most advertisers look for. Customers have had to put a check mark in a box on the order page acknowledging that 2checkout,com is the processor and will appear on their bill. 2 weeks later, they email us because they don't recognize our name on their bill. Now they will have an extra contact, reminding them who they purchased thru.

We'd LOVE to put your name on the CC statement. That would eliminate almost 25% of the chargebacks that are customer to CC company initiated.

Someone earlier said that chargebacks will/could result in higher transaction fees....this is misleading. High chargebacks will result in companies losing their Merchant accounts...and in our case, 10,000+ account holders will be scrambling.

Below is our first 2checkout email stating our results from a buyer of our goods and services.



A buyer has filled out another comment stating their happiness
with their order ***** - ******.


A great way to increase sales is to have a 'testimonials' page with actual
comments from buyers, it greatly increases customer confidence.


Name: ********
Email: *************.com.au
Order number: ***** - ******
Comments:
Very happy, purchase was prompltly handled and delivered vai email.


Follow up was excellent and would deal with seller again. Quite professional.



You MUST seek permission before using the buyers email address and/or other personal info.

Yes it was very cute how they sent me this email to see how we are doing with our customers, etc but how do i know what the actual survey looked like, they could of cut and pasted whatever they wanted on this.

Further more i got a call from this customer to ask me if i gave out any information about there company etc including email to this 2checkout.com mob. And i explained to them that they are doing this because etc etc reasons stated above.

I was wondering if anyone else has got results from customers and then had the customers call up after or email after asking whats going on?

2checkout.com we have enough support/sales emails and phone calls to look after we didnt need any more reasons for them to contact us asking about privacy policies on top.

At the moment we are snowed under with work so you will remain as our merchant gateway.

Regards

Originally posted by TomD
10,000+ emails went out informing our Sellers about 2 changes & the email survey. Aprox. 65 have "opted out". A total of 5 were refused the option to "opt out". As of today 3 accounts were closed at seller request because of the Survey(of those, 2 had never had a sale).

I just want to say that we did not receive any email about this. We have a lot of payment and report emails from you, but nothing informing us about the survey or the other 2 changes (?) you're referring to.

For those that don't want their customers to be part of this survey, simply send an email to sales@2checkout.com and ask nicely to be removed. We just did that and received a nice reply..

We're happy to be able to comply with your request. We have no problems opting out merchants older than 60 days with an excellent sales history like your own. This is in effect immediately.

We got no email either???

Dont we give you enough money???

Regards