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Major Problem with New Payment Processor

by Avery Berman
6 replies
Hey Warriors,

So recently I switched over to 1shoppingcart with authorize.net and I'm having a large issue, and I'm looking to see if it's normal, or something out of the ordinary.

The product is a recurring product. Every card I accept goes through on the first order, but when it comes time to rebill, 90% of orders decline. My security settings are all set low so this isn't this issue. It's always on the cards side.

This just seems too odd.

I've called 1ShoppingCart and Authorize.net a few times, and every time they assure me that everything is working fine, and that it is just chances.

Is this normal? Has anyone else had this type of issue and got past it? Is it really just bad luck?

I've lost about $1,000 so far, and I really don't want to lose anymore. I don't even want to advertise more until I figure this out.

Thanks a million for the advice in advance.
#major #payment #problem #processor
  • Profile picture of the author Melody
    90% failure on rebill is not normal - have you contacted clients to see if they have cancelled or if there is a problem with their cards? If not - you really need to find out from the customer's side what is going on - that way if your customers do want to be rebilled - you will have more amunition to go back to 1SC and AuthNet - because 90% is really not the standard.

    BUT - it also depends on the TOTAL number you are talking about - if it's 90% of 5 customers - that could be bad lick - if it's 90% of 100 customers - then there is something wrong!

    Melody
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    • Profile picture of the author Avery Berman
      Thanks for the reply, Melody.

      I thought of contacting the customers, but don't know why I didn't yet...

      Good reminder.

      And its been about 63 orders and only 2 have actually rebilled. I don't know the percent for that, but obviously it is abysmal.

      I will contact some of them and see what their side is... I'm not sure if I want there to be a problem or not... if there is, we can finally fix it if we figure it out. If not, then it's just luck and I can move on with peace of mind.
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      • Profile picture of the author Melody
        Look at it this way - if you contact your customers (maybe with a little poll?) and find out that they didn't want to cancel - you know you have a problem with the processor - then again - if they say they really did not want to continue - you have a chance to find out WHY and fix that problem, too, before you waste any more time and money!

        Either way - you need to reach out to your customers and find out what happened!
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  • Profile picture of the author Richard Whyte
    Excellent advise Melody..... That 90% number is high, but like you said it depends on 90% of what.....

    I hope Avery keeps us up to date so we know if it is a problem and that they got a solution to it.
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  • Profile picture of the author radhika
    Originally Posted by Avery Berman View Post

    This just seems too odd.

    Is this normal? Has anyone else had this type of issue and got past it? Is it really just bad luck?
    Similar is happening to me but a little different. PP is 2co. Cart is different that integrated with my product license management system. Everytime buyer buys, 2co charging their card twice. 2CO told I have to test cart side. Cart author said 2co is very complicated PP. So where am I now? Middle of the rut not knowing where the problem is ... struggling since 1 week to sort this out.

    Goodluck to both of us!

    .
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  • Profile picture of the author Avery Berman
    I'm not exactly sure what it was, but I THINK the problem may have been with when I was deleting people who wanted to cancel. I was deleting them wrong from my cart, and it was still trying to rebill them. Perhaps it was missing some information when it tried to rebill them, or some other component was out of place because I deleted them from one place but failed to from the actual recurring system.

    A little confusing, but I've been getting more accepted orders now and I HOPE everything will be going smoothly now.
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