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  1. #1
    Join Date
    Apr 2002
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    USA
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    5,779

    2ceckout rejecting, charging and rejecting again... anyone else?

    This is getting stupid 2checkout is rejecting recurring billings, the customer follows links updates credit card using same card as was rejected it bills and sends confirmation of charge. Next day it tries to charge again and fails to bill, so customer gets service interruption notice.

    No only is this happening to my clients but it is happening to me and a supplier I pay via 2checkout, so I am getting it on both ends as seller and a buyer.

    Anyone else have this happening?

  2. #2
    Same here. We've got many Failed to Bill recurring orders since Sunday, tried to contact 2CO at their Helpdesk and forums but haven't got any reply yet.
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  3. #3
    Same HERE!

    We got a lot of failed to bill as well. AND what they will do is to tell you give them a list of failing to bill IDs and they will look into it.

    then come back and tell you - " oh, those account failed to bill because their bank rejected it "

    What's going ON ?! I am glad it's not just me!

  4. #4
    Join Date
    May 2001
    Location
    Indiana, Florida
    Posts
    534
    I just got 6 notices of failed transaction, I don't know what to do, maybe email my customers and ask them to ignore those emails... ?

  5. #5
    same here.
    just fixed and fail again.

  6. #6
    Join Date
    Aug 2000
    Posts
    1,167
    Yep, here too. Don't bother calling them either, you'll just get the "gatekeeper".

  7. #7
    Join Date
    Feb 2002
    Location
    127.0.0.1
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    437
    Me too. I have already lost of few customers due to this problem. Could someone from 2checkout please respond. Is this problem being worked on??
    Regards,
    Ronan
    Pairone Networks Ltd
    Cloud Hosting @www.pair1.ie

  8. #8
    I think they are working on this problem. In the meantime, you should email your customers and tell them that there are some internal errors with the billing software thus the Possible Service Interruption notice has been sent out unintentionally and it should be ignored. That's all we can do now. Still waiting for 2CO's response.

    -Eric.
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  9. #9
    Join Date
    Feb 2002
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    127.0.0.1
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    Does this affect new orders?? I am guessing it does because I got an e-mail from someone last night who said they were ready to buy but 2checkout had rejected all four of their credit cards.
    Regards,
    Ronan
    Pairone Networks Ltd
    Cloud Hosting @www.pair1.ie

  10. #10
    We had some orders yesterday and today and they all went through so I don't think new orders are affected.

    -Eric.
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  11. #11
    Join Date
    Aug 2000
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    1,167
    Originally posted by NetworksData
    In the meantime, you should email your customers and tell them that there are some internal errors with the billing software thus the Possible Service Interruption notice has been sent out unintentionally and it should be ignored.
    Sound advice. 2CO take note.

  12. #12
    Join Date
    Nov 2001
    Posts
    5,383
    Same problem here
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  13. #13
    Join Date
    Mar 2002
    Posts
    271
    Same here, they must find the way out soon.

  14. #14
    Join Date
    Mar 2002
    Posts
    295
    Wadsworth in the forums there made mention to e-mail Tom at 2checkout. I did that and he followed up on the transactions for me late last night. With the exception of 1, I was told insufficient funds (even though the customers claim otherwise). There was one customer that was tired of this going on so she asked me to switch her to Paypal. I did that and cancelled her 2checkout recurring...That was early yesterday...Yesterday evening, I get notice that her card has failed billing at 2checkout (after I had already cancelled it). I included that in my note to Tom who also told me that it was cancelled. This morning, I get another 2checkout failure with this client. I'm assuming that while this is going on, any accounts we cancel or, as posted above, a user tries to update their card, they are still getting failures for those.

    To be honest, I was very happy with 2checkout, and this is the only issue I've had with them. I hope this is worked out soon and a little faith is restored in their service.

  15. #15
    Join Date
    Apr 2002
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    USA
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    5,779
    2 trouble tickets submited and no replies.

    What does it take to get their attention?

  16. #16
    Join Date
    Aug 2000
    Posts
    1,167
    I have to agree with Tom Pyles. Overall 2CO has been very reliable and responsive. This incident is annoying as hell, but this too shall pass. We just have to ride it out.

    Monte, I think their attention has been gotten. They're just not in public relations mode at the moment, at least not here anyway.

  17. #17
    I have to agree as well. I haven't had any problem so far and I'm quite happy to stay with them.

    -Eric.
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  18. #18
    Join Date
    Apr 2002
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    USA
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    Well overall I am happy with 2CO except for the holding back money incident last month.
    I just wish they would learn a little communication goes a LONNNNNNNNNG way.

  19. #19
    Join Date
    Jan 2002
    Location
    Luxembourg
    Posts
    1,145
    Got the same problem here - hope they'll fix it soon

  20. #20
    Join Date
    Jun 2001
    Location
    rules.php
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    272
    I cannot believe anybody here, you are all saying "Overall 2CO has been very reliable and responsive".

    I consider this problem to be a total **** up that should be explained. This problem is not just 1 or 2 people, it seems to be everyone and just look at how they handle it they don’t even admit that there is a problem. When you confront them they just say submit a ticket with the order numbers and they will look into them!

    Why do we not get told or updated about this? The way they have handled this is absolutely terrible

    EDIT: Just had more information about why this is happening.

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  21. #21
    Join Date
    Aug 2001
    Posts
    261
    It isnt everyone... myself and a bunch of associates havent had any problems.

    I think one reason things arent getting fixed is because they keep telling people to either submit a ticket or email [email protected] and people keep posting their problems in the forum. I have no doubts there are problems, but I think many problems would suddenly cease to exist if people would just pay attention.

  22. #22
    Join Date
    Oct 2001
    Posts
    363
    I emailed Tom and even submitted a ticket...

    No response ....errr! I am sure Tom has over 100 emails in his inbox..but maybe getting some other staff to help with the issue would speed things up?

    Tom...type faster we are all counting on you!

    Forget sleeping...drink coffee and type

  23. #23
    Join Date
    Jan 2002
    Location
    Boston
    Posts
    5,010
    Well I had 4 of these on sunday it looks like all but 1 have went through as of today but I did not get any payment notice?!?! So hopefully it will get resolved soon.. I have been overall happy with 2checkout over the past year and hope this is just a tempoorary issue with some of the things that have been going on over the past few weeks..

  24. #24
    Join Date
    Jun 2001
    Location
    Texas
    Posts
    1,245
    Same here....I've contacted most of end users and let them know that I have no intention of cutting of their service.

    Kind Regards,
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  25. #25
    Join Date
    Apr 2002
    Location
    Canada
    Posts
    145
    I was going to sign up with them this week Now I'm not sure

  26. #26
    Join Date
    Jun 2001
    Location
    rules.php
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    Originally posted by Rax
    It isnt everyone... myself and a bunch of associates havent had any problems.

    I think one reason things arent getting fixed is because they keep telling people to either submit a ticket or email [email protected] and people keep posting their problems in the forum. I have no doubts there are problems, but I think many problems would suddenly cease to exist if people would just pay attention.
    Yeah it would be common sence for a problem of this magnatude to send out a bulk email to all 2checkout clients explaining the problem and telling everyone that it is being worked on. That way not everyone would clog up their ticket system with the same questions eg "what is wrong", "when will it be fixed".

    You say you are not affected but that probably depends on how many payments you have. We have at least 5-10 per day and 80-90% are failing.
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  27. #27
    Join Date
    Oct 2001
    Posts
    363
    Ok an a scale of 1 to 10...this is a 9.9 out of 10 for screw ups.

    I am ready to move....all i want is an email telling me just what the heck is going on.......

    gezz!!

  28. #28

    Re:

    Same here :-(

    All daily recurring payments are declined, customers are hungry...

    But there is each day more and more declined payments and it's bad. 2co says that they chenged billing processor, so it caused this problems. It was better with the old one.

    I don't want leave them, cause they are quite good, but it ruin everyone's business if recurring payments aren't working...

    Hope it will be resolved within 2-3 days, or we'll must move to elsewhere :-((

    m.

  29. #29

    Re: Re:

    Originally posted by Milos

    All daily recurring payments are declined, customers are hungry...
    You supply food online?

    ANyways, I've got the same problem!!
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  30. #30
    Hihi,

    at least one funny thing in these days -- of course I mean angry

    But I'am afraid that 2CO resign at support and resolving of this situation, becuase at their forum is text that they cannot check each declined transaction and the fault is probably somewhere at our client's bank.

    Sad to see it.. Is more than clear that all these recurring problems are caused by their new processor.

    We'll see how all goes..
    M

  31. #31
    Join Date
    May 2002
    Posts
    78
    We got the same problem, sent emails, post on their forum, submitted a ticket, no reply.

    About 98% of our orders are failing to bill, it was 100% on Saturday.
    It's affecting some new orders too I think.

    I can understand they are busy, but this isn't on

  32. #32
    Join Date
    Jun 2001
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    rules.php
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    Their programmer needs to be shot! or at least fired
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  33. #33
    Join Date
    Jul 2002
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    I've got one customer who was successfully billed, then got four failure notices. I posted in their forums, with all the ticket ID's, Wadsworthless said it was taken care of. I then cancelled ALL recurring billings with them - and then I proceeded to get 2 more for the SAME customer - who had already changed her subscription payment over to Paypal, with the SAME credit card. Customers upset? You Bet!

    This is TOTALLY screwed up.

    Yes, I've taken my business away from 2co - I'll rely on Paypal and personal checks - until I can find a new processor. There's no reason for this. They made the choice to send out a "test for formatting" e-mail, the least they could do is send out SOME sort of statement on this matter.

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  34. #34
    Join Date
    Feb 2002
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    Australia
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    Originally posted by vox-fred
    We got the same problem, sent emails, post on their forum, submitted a ticket, no reply.

    About 98% of our orders are failing to bill, it was 100% on Saturday.
    It's affecting some new orders too I think.

    I can understand they are busy, but this isn't on
    I feel your pain and anger Fred. It's clear that we need to go full Merchant accounts and manually process recurring payments ourselves. Can't trust the cashflow in these companies hands.
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  35. #35
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    Apr 2002
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    Originally posted by Aussie Bob

    I feel your pain and anger Fred. It's clear that we need to go full Merchant accounts and manually process recurring payments ourselves. Can't trust the cashflow in these companies hands.
    If I do not get an answer today from 2CO on what is going on and when it is going to be fixed that is what will happen. I will cancel all recurring payments and process them thru my merchant account.

    I just wanted the added fraud protection and auto recurring billing but this is nuts. I am losing new signups and customers are getting mad. Guess I will have to have some one sit around and process credit cards everyday for an hour or 2.

    I can't believe a screw up of this magnitude is being ignored and they are not answering emails or trouble tickets.
    Last edited by The3bl; 11-20-2002 at 09:09 AM.

  36. #36
    Join Date
    Apr 2002
    Location
    USA
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    Geez it has been a long day hit the quote button instead of the edit button ignore this post

  37. #37
    Join Date
    Feb 2002
    Location
    Australia
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    Originally posted by Monte
    I can't believe a screw up of this magnitude is being ignored and they are not answering emails or trouble tickets.
    We went around 10 days with Paysystems and I still think there's issues. Let me know what you're looking at as your needs would be similar to our needs etc. But it's obvious that automated recurring transactions can't be trusted. It's got to be done manually. Cashflow is too critical to risk like that.
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  38. #38
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    Apr 2002
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    USA
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    I have a merchant account with commonwealth now but have to sit down and punch in all the numbers to the terminal, or get the software but it is expensive and clumsy.

    I am waiting for National bank to call me back now to see what they offer. Biggest drawback is no one in OZ will charge in USD$ so have to convert ourselves before charging.

    If you want I will forward you the details I have on com bank's software.

  39. #39
    Join Date
    May 2002
    Posts
    78
    Originally posted by Aussie Bob

    I feel your pain and anger Fred. It's clear that we need to go full Merchant accounts and manually process recurring payments ourselves. Can't trust the cashflow in these companies hands.
    Yup, your right Bob, thats the only way to go then nobody to blame but ourselves.

    But the problem is getting merchant accounts for non-USA companies.

    Who are you using ? (if you doin't mind me asking)

  40. #40
    Join Date
    Feb 2002
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    Australia
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    Originally posted by vox-fred
    Yup, your right Bob, thats the only way to go then nobody to blame but ourselves.

    But the problem is getting merchant accounts for non-USA companies.

    Who are you using ? (if you doin't mind me asking)
    Still using Paysystems. The last thing I wanted to do right now was switch to a merchant account. I really loved having that aspect of the business outsourced etc. Saved heaps of time. I might switch to the Paysystems MERCHANT IMA. Here I do the recurring billing myself, or I think that's how it works. Making enquiries etc....
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