Credit Card Processing

[dru1972]

Hello, I'm new to the site and have spent some time looking for my answer but can't seem to find anything that covers this aspect of it. I'm not an IT guy and whenever I ask my IT guy about this stuff I get a bit of a run around answer. I handle the inside sales and typically end up fielding calls about any of the issues with our website.

My company has an e-commerce site that accepts credit card payments. We recently updated to a new system using aspdotnetstorefront program that according to our IT guy is supposed to be up there quality wise with a site like Nike would use.

I constantly get phone calls from customers stating we charged their credit card multiple times. This is never the case, what I have been told is that the customer attempted to place an order on our website and when they tried to pay for the order the credit cards information on our system did not match exactly the information the bank had on file for them. Since the information did not match the funds were not captured but instead put on a credit hold. The credit hold falls off in 24-48 hours, however until that happens it shows on their bank account as a hold. The customers constantly call to complain that we have charged their credit card because they see the balance showing on their banks website. This leads to numerous phone calls and more times than not the customer places the order over the phone instead of online which defeats the purpose of the website.

When I asked our IT guy about changing the billing process so the system would first go out and try to verify the customers information before capturing the funds he told me it was impossible. So what I would like to know is there a way to change the billing processing so we don't constantly run into these issues?

[JEccles]

I hate to say it but it sounds like your IT guy just does not want to be bothered. There are several things you can do, depending on who you have your merchant account with. You can adjust the settings to accept cards within a less stringent criteria (i.e. accept with CVV match, but not AVS match). Or, you can set the system up (again depending on your merchant) for what is called a "delayed capture". This is the electronic equivalent to putting "dibs" on the money without actually collecting it up front. We do that on the Tapco site. Then, after the order has shipped we "capture" it (or actually charge it to their card).

First thing to do is to find out who is processing your credit card payments for you.

[roban]

Since we have no idea who your processor is, it's not possible to tell you however if you can find out what company you use to process credit cards, call them and ask. Your IT person probably hasn't a clue.

[dru1972]

Thanks for the responses so far, I've got my operations manager checking on which processing system we use for credit cards.

Is there one out there you guys would recommend?

We ship all over the US and internationally with our products. Right now we run into a lot of issues processing orders for internationals on our website because the banking information does not always match properly and the US patriot act apparently stops us from processing additional credit cards. Our IT guy said we don't want to drop our security levels to make it easier for internationals but is there a system out there that is a little more robust that can make international orders easier?

Right now if an international account has issues we have them email their information to us and we process the information manually at our offices. I'd like to be able to do this on the website but I'm not sure if it is possible.

[JEccles]

I use Verisign on 2 sites and Authorize.net on my personal site.

As far as international security, discuss it with the company you use. But, keep in mind that BEST resource against fraudulent orders is YOURSELF. Do not count on the credit card processor to catch the crooks that come through.

[dru1972]

I'm not sure if this is the information you need or not to determine who's processing our credit card info. I'm still waiting to hear back from my operations manager on this. I did find something on our website stating our gateway information.

Payment Gateway: CYBERSOURCE
Gateway Mode: LIVE
Transaction Mode: AUTH CAPTURE
Payment Methods: Credit Card

Does this tell you anything about the issues we're having?

[JEccles]

dru - check with your accounting department. They must know who is processing the credit cards. It could be Cybersource, but they also support Authorize.net.

[marc77]

I hate to say it but it sounds like your IT guy just does not want to be bothered.

I would get rid off this IT guy first of all ;-)

As JEccles already stated, there are several things you can do preventing multiple charges (or cc abuse)...

[FiveTone]

Change the setting to Transaction Mode: AUTH

Then you have to manually CAPTURE all the good orders.