When will PS fix their "technical difficulties" with AMEX? Ten days now and the declined database is going to hit 5 figures soon....
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When will PS fix their "technical difficulties" with AMEX? Ten days now and the declined database is going to hit 5 figures soon....
Greetings,
They were supposed to fix it within 48 hours and it's been almost 7 days and still no solutions! They don't take this issue serious, otherwise it was resolved ages ago!
Bests,
Amir Golestan
Just asked them again last night and they still have no idea....
I ask them every 12 hours. I actually think there is no technical problem and that they have some dispute with Amex.
NexDog, Yes, I agree with you. :(
;) That's what I've been thinking as well to be honest. No way to run a railroad.Quote:
Originally posted by NexDog
they have some dispute with Amex.
They did exactly the same then they dropped their direct european merchant accounts. We were told technical problem for nearly 2 whole weeks without processing.
Then they finally told us that we were screwed and that we would have an IMA account.
I just got off the phone with "Melissa" and "Alex" - they both informed me that there is NO ETA for this to be resolved.
I'm more than a bit upset about this - we've provided goods and services, they accepted it as payment, marked them all as captured and settled, then refuse to release the funds. It's not OUR issue, it's theirs. My feeling is that they should pay the captured/settled transactions and THEY should wait to be paid by AMEX... then we'll see how fast they act.
UGGGGG!
Last week, when this didn't settle, I wasn't aware there was an issue - the first time I've heard of it was today (the announcement on the merchant control panel was just posted today - 5/12)
I started a live chat session:
{|groupname|}accounting
{|issue|}Lloyd: Good day! How may I help you?
XXXXXXX -Joseph Mack: Hi Lloyd,
XXXXXXX-Joseph Mack: can you tell me why order # XXXXXXX wasn''t included in this weeks settlement?
XXXXXXX-Joseph Mack: it was processed on 4/26
XXXXXXX-Joseph Mack: I need to be able to rely on timely settlement/deposits to pay bills...
8 minutes later...
XXXXXXX-Joseph Mack: hello??
XXXXXXX-Joseph Mack: HELLO ? ? ?
XXXXXXX-Joseph Mack: Are you there?
Finally, I took the entire chat session, where they refused to answer me, and pasted it in a support ticket. And got this "resolution"
From:
BPAM <BPAM@myPaySystems.Com>
Subject:
Ticket # 00105539 Has Been Resolved
Date:
Thu, 6 May 2004 15:57:01 -0400
Thank you for your support ticket. Below you will find the resolution, if you require further assistance, please submit another ticket, or for immediate assistance please call our merchant support department: 1-866-699-9023. We have agents available 24/7.
Resolution description :
PayId XXXXX was just sent out. You should be recieving it shortly.
now, two settlement periods later, still no funds.
This just isn't right folks... I hope someone from Paysystems is reading this, and understanding that you've got a LOT of unhappy merchants right now.
So... is PaySystems telling us to move to 2CO in order to actually process our sales?
Or a real merchant account perhaps?
Actually I came to this forum category just to look into this problem... Just like Laurence, we have our client's Amex declined as well as new clients complaining about the being unable to pay.
Grrr.
We are happy today as our processing rate was dropped to 5.95% which is almost as low as you guys are paying and our's is completely offshore :)
No we're not with paysystems.. They did us out of money last year in a similar problem where they kept lying to us. I would never trust them again.
We are slowly moving amex cardholders onto PayPal. Luckily Paysystems are only holding about $300 but as far as clients are concerned, they paid that so we can charge them again.
This is unacceptable, a couple days, or one payment being short is "just one of those things" but "maybe september" to fix the issues is simply NOT acceptable.
The agreement I signed I can't remember anything that said my money would be held for "several months" so I think it might be time to have a lawyer look over my agreement with Paysystems to find if they may be in breach of that agreement.
Are you talking about the holdback reserve? It was there in ours.
In any case, moving all the clients is not going to be easy if anything.
we have also started advising clients to use alternative cards (such as VISA and Master) or Paypal.
I hate administrative work, and I hate it more when it is forced upon us.
Holdback is one thing but 100% holdback on AMEX I don't remember anything about, I'm sure the agreement is pure wiggle room for Paysystems but golly damn this is pure incompetence.
From what I understand they actually marked "paid" some amex charges if they just didn't send them as paid the customer will be marked unpaid and we would simply move them to our merchant account, in this case we don't know if WE have been paid or not.
Great just what I need, more aggravations.
I just got this "resolution":
Resolution description :
We sincerely apologize for the inconvenience that has been caused by the disruption of the AMEX processing. We are working on the solution to satisfy all our merchants. With regards to the settled transaction number XXXXXX, we suggest that you process a refund for this transaction and contact the cardholder suggesting an alternate credit card be used. We appreciate your patience and cooperation in this matter. Please do not hesitate to contact us if we can be of further assistance.
---
Now, wouldn't that look professional. And to top it off, if they can't process the charge, how the hell do I have any guarantee that they can process the refund??
Are they serious about that??
You've got to be shi**ing me. Refund someone and then ask them to sign up another card?Quote:
Originally posted by hostpc.com
With regards to the settled transaction number XXXXXX, we suggest that you process a refund for this transaction and contact the cardholder suggesting an alternate credit card be used.
I'm sure a lot of customers *only* use Amex - and even if they have several cards, to make them jump through hoops to *spend* money on a service is just f**king amazing.
When you have a reputation for stability and the ability for customers to rest assured they can stay 'hands off' and feel confident their website is online - all the time, to have our billing processor turn around and act like a two bit pack of morons, who've been entrusted to do *one* thing - charge cards, and pay us the resulting money - it amazes me they seem unable to that singular task.
It ain't rocket science Paysystems... work out your issue with Amex and get back to work. If you can't do your job right then give it over to someone who can. I feel it's about time to cut the spin and front up with whatever your problem really is. There's not much of a reputation to protect anyway, anymore.
Couldn't have said it better or more eloquently myself. :)
Luckily so far it has been very close clients who are affected and they understood perfectly and sign up using alternative means. But we aren't going to sit around waiting for them to sort it out. I am going to assume the worse.
Hopefully some of you guys are realizing the need for a real merchant account as opposed to relying on a 3rd party processor. CDGCommerce posts in the other offers forum every few weeks, and I'm sure you can find others in this forum. Considering the rates are usually 2.2-2.3% + 0.3 per trans, as opposed to the 4%+ you pay with a 3rd party processor, you should be able to make up the $25 monthly gateway/statement fee without much volume. No setup at many online merchant providers these days, and will save you the hassle of dealing with PS or 2CO.
You would realise a lot of us are not in US and thus don't qualify for a mercant account.
That said, the plot thickens. I have one of our recurring transaction rejected recently and the client called the bank and check. They said that it was rejected as it was from a foreign source in Germany...
I wonder if they just change their own merchant account recently since the past 1-2 weeks, our failure charges have increase dramatically. 1 in 2 transaction fails....
Yes that would be the Pago account.. They're burning banks quicker than I smoke ciggerettes :)
Good old paysystems.
Back to 2checkout for me :)
One unreliable processor to another unreliable processor. Thankfully...they are not usually unreliable at the same time.
I had a thread the other day about partial refunds and the guy from Paysystems was all over that thread like a rash. Don't see the rash returning fast in this thread though :)
I wasted my time posting a support ticket this morning about it. Judging what others have said here I think that was just a waste of effort.
Paysystems turn to be the devil. Nice little breather for 2checkout.
Simon
We started with them because we processed little volume previously. After earning thousands from us alone, we would have thought they should do better than this.
I am now going to re-explore WorldPay. They have an office where I am and one of their pluses is the ability to process multiple currencies.
We are probably going to start moving them over to World Pay and be done with it.
Yes...I have been looking at worldpay for a while now. Paysytems will never have the opportunity to process another one of my Amex clients. I have already moved them away ...now looking to move the rest of the business away now.Quote:
Originally posted by sprintserve
We started with them because we processed little volume previously. After earning thousands from us alone, we would have thought they should do better than this.
I am now going to re-explore WorldPay. They have an office where I am and one of their pluses is the ability to process multiple currencies.
We are probably going to start moving them over to World Pay and be done with it.
They have had a few thousand dollars out of my business too. They seem like a highly unprofessional set up ...just like 2checkout. Between those 2 companies alone I have lost thousands of dollars worth of business. That $25 gateway fee does not seem so bad afterall.
Simon
It's their way. I've asked questions regarding their outstanding issues, and have been ignored, only to see that rep answer someone right away later in the thread (sales questions of course).Quote:
Originally posted by SimonMc
Don't see the rash returning fast in this thread though :)
I've put up with a lot from them over the past four years but this AMEX issue just takes the cake.
Hey guys...
We have corrected the problem with AMEX. As of a few minutes ago, AMEX transactions will be processed without a problem (unless there is insufficient funds :)). We appreciate the understanding of all our merchants.
Cheers
James
How about email notifications for successful orders?Quote:
Originally posted by jacker
Hey guys...
We have corrected the problem with AMEX. As of a few minutes ago, AMEX transactions will be processed without a problem (unless there is insufficient funds :)). We appreciate the understanding of all our merchants.
Cheers
James
Ours are trickling through from April 22nd right now so there is nearly a 1 month delay with email notifications of transactions!
Can you just clear our email delay and start sending todays notifications, 1 month old ones arent much use and live support were crap.
Matt
I'm not sure what the exact problem is there...have you called our support line? I don't believe this is a problem across the board, but support should be able to resolve it for you.
Cheers
James
Please provide details:
-what was wrong?
-how was it fixed?
-will paysystems reliably accept amex in the future?
Support told me a large number of accounts had an email glitch which was solved, hence the emails starting to come through.Quote:
Originally posted by jacker
Matt
I'm not sure what the exact problem is there...have you called our support line? I don't believe this is a problem across the board, but support should be able to resolve it for you.
Cheers
James
However they are coming through very slowly and not catching up (still 1 month in arrears). We dont even want these old notifications, just resuming of the new ones from today.
Yes, tried support - usual crap from them.
What understanding was shown? Please show me a merchant that understands this fiasco and I will show you a complete loony.Quote:
Originally posted by jacker
Hey guys...
We have corrected the problem with AMEX. As of a few minutes ago, AMEX transactions will be processed without a problem (unless there is insufficient funds :)). We appreciate the understanding of all our merchants.
Cheers
James
Please explain the problem. Please explain the resolution and safeguards now in place as a result of this fiasco.
Only then can we as your clients show understanding.
Simon
I can vouch for the email problem. We do not receive new orders, recurring transactions, or declined transactions. It appears that a few of the new orders and recurring transactions started coming in last week...but this is ridiculous. Also, I do not get any replies to tickets, even though live chat states that they were responded too.
Well we just got a load of emails for transactions dated 14th May, so it looks like they are trying to get back upto date.
Same here. Now we have to go through the declined and deleted customers in the MCC for the rest of the day looking for 'dead accounts' thanks to the Amex issue.Quote:
Originally posted by UH-Matt
Well we just got a load of emails for transactions dated 14th May, so it looks like they are trying to get back upto date.
As for a full explanation I'd expect we've already had it - vague and incomplete.
I just started receiving emails from 14th May onwards too. Their email system never did work properly. I used to have a problem too with their helpdesk. They claiming they replied and us never haven't gotten it. One fine day, the problem just resolve itself. Not sure what happened.
It will also help if we get emails on declined/ deleted customers. I never got a single one in my time with Paysystems.
We used to get them - for about a year or two, then one day they just stopped working. I've tried the better part of what must be two years now trying to find out why we don't recieve such an important notice anymore. I'd rather recieve those than the successful transaction notices to be honest (which still come through fine).Quote:
Originally posted by sprintserve
It will also help if we get emails on declined/ deleted customers. I never got a single one in my time with Paysystems.
At least it looks like Amex is starting to come through again now...