cobrastrike Posted April 2, 2009 Share Posted April 2, 2009 I hear so many stories about and have had personal experiences with chargebacks, and issues with PayPal granting refunds for hosting since it is for an intangible good. Something that I have been considering lately to help not only myself but others as well is a low-cost order verification service over the phone that would record the calls and provide another measure against these issues. At this point I am looking for feedback, and if people would actually be interested in this. All words both kind and indifferent are welcome, and I really hope that I get the feedback I am hoping for. 0 Quote Link to comment Share on other sites More sharing options...
sparky Posted April 2, 2009 Share Posted April 2, 2009 At the moment paypals policy on this sucks as they will only accept proof of shipping via a reputable company like Australia Post or most of the bigger shipping/Courier services around the world. You would need to be accredited by paypal for this before you dive in too deep with it. If paypal wasn't so popular, I would just removed it from my system as a payment method. This subject is a Sore Point for me as I was stung recently as well. 0 Quote Link to comment Share on other sites More sharing options...
chickendippers Posted April 2, 2009 Share Posted April 2, 2009 We use the Varillogix Fraudcall module and I can't remember the last time we had a chargeback. 0 Quote Link to comment Share on other sites More sharing options...
cobrastrike Posted April 2, 2009 Author Share Posted April 2, 2009 I was thinking something with more of a personal touch. If anybody is interested in this, such as you sparky Please PM me and I would love to give you more details. 0 Quote Link to comment Share on other sites More sharing options...
sparky Posted April 2, 2009 Share Posted April 2, 2009 To be honest I prob wouldn't need it as I have had only 1 chargeback in the last 4 years and most of my invoices are fairly small anyway. I will keep an eye on the progress of it though 0 Quote Link to comment Share on other sites More sharing options...
cobrastrike Posted April 2, 2009 Author Share Posted April 2, 2009 Here is basically my idea of how a conversation would go. -Your Customer Answers "Hello this is [name] with Sulphi Communications calling to verify your recent order with [yourcompany]. Please note that this call is being recorded for quality assurence purposes" -They respond "The order information that we have received is for [service] on a month-to-month basis for [amount]. Is this correct?" -Answer "The information that we have on file for you is [address] [security code if required]. Is all of this information correct?" -Answer "Thank you for taking the time to verify this order with us. Have a wonderful day!" I am currently in talks with PayPal to see if this service would better help protect you as the seller, and the talks are looking optimistic, but we will have to see where that goes. The main place that I see this having the most impact is contacting the credit card companies directly with the recordings when a chargeback is issued. Even if it is via PayPal, your company name is still listed and as such if you can prove to them that the transaction was legit you will get your funds still. 0 Quote Link to comment Share on other sites More sharing options...
chickendippers Posted April 2, 2009 Share Posted April 2, 2009 I assume by including the agent's name you expect real people to be making these verification calls...as opposed to Varilogix's automated voice? Sounds expensive. 0 Quote Link to comment Share on other sites More sharing options...
cobrastrike Posted April 2, 2009 Author Share Posted April 2, 2009 (edited) Yes it would be real people, and not the slightest. Maxmind for example charges $0.20 per call in the US and the pricing that I am thinking of is $0.20 per call for every country if you pay per call, or for the company with who prefers a set plan 200 calls per month for $25 which comes to $0.12 per call! I am just getting feedback at this time. Edited April 2, 2009 by cobrastrike 0 Quote Link to comment Share on other sites More sharing options...
HostOrca Posted April 2, 2009 Share Posted April 2, 2009 Yes it would be real people, and not the slightest. Maxmind for example charges $0.20 per call in the US and the pricing that I am thinking of is $0.20 per call for every country if you pay per call, or for the company with who prefers a set plan 200 calls per month for $25 which comes to $0.12 per call! Maxmind uses an automated system, so they just have to pay for the call, and the call charge is different depending which country is being called (some countries the charge is $1.00+). To make this effective, and attract webhosts to use this service you would have to offer it 24/7. I can not see how you are going to make a profit, or even cover your costs. I do like the idea, but I think you need to re-think your pricing. Another thing to consider is that you could automate the message (example: "You have ordered xyz hosting package at $x.xx per month, if this was you then please press 1 else press 2"; "Please enter your order reference"; "please say your zip code"). I know that insurance companies use this sort of system to authorize mandates. But this system will still not prove that the person answering the phone is the person who owns the credit card. 0 Quote Link to comment Share on other sites More sharing options...
cobrastrike Posted April 2, 2009 Author Share Posted April 2, 2009 I am speaking with VISA and MASTERCARD on being able to verify on a global level credit card information. There is however an issue with this though as PayPal hides that information and as such you are still at their mercy. For PayPal this system is more of a deterrent but I am in talks with companies to allow me to have access to not only landline registration information to compare against, but also mobile phone registration. 0 Quote Link to comment Share on other sites More sharing options...
bear Posted April 2, 2009 Share Posted April 2, 2009 I can not see how you are going to make a profit, or even cover your costs. VOIP. Is there still a charge for "long distance"? I don't use it, personally. 0 Quote Link to comment Share on other sites More sharing options...
HostOrca Posted April 2, 2009 Share Posted April 2, 2009 VOIP. Is there still a charge for "long distance"? I don't use it, personally. If calling a landline/mobile, yes. How much you'll be charged will depend on which country you are calling, and whether it's a landline or mobile. 0 Quote Link to comment Share on other sites More sharing options...
martynh Posted April 2, 2009 Share Posted April 2, 2009 I have had 2 call backs in 2 years so far... its a good idea but this would be good to someone who has the problem alot, is their anyone who does get excessive callback charges? it does sound expensive though 0 Quote Link to comment Share on other sites More sharing options...
cobrastrike Posted April 2, 2009 Author Share Posted April 2, 2009 Correct it is a VoIP based solution that we are using, and the rates are quite minimal compared to many other solutions which is how I can make the tentative pricing as low as it is. 0 Quote Link to comment Share on other sites More sharing options...
chickendippers Posted April 2, 2009 Share Posted April 2, 2009 But surely the cost of employing real people to do this is far greater than the automated voices offered by the existing providers? I can't imagine people getting a whole lot of job satisfaction out of it...when I ring to activate credit cards they always sound so thrilled with their job 0 Quote Link to comment Share on other sites More sharing options...
cobrastrike Posted April 3, 2009 Author Share Posted April 3, 2009 This would be using staff that are already employees. As such wages are already covered 0 Quote Link to comment Share on other sites More sharing options...
chickendippers Posted April 3, 2009 Share Posted April 3, 2009 Hang on, so now we're making the calls ourselves? No offence, but why would I pay you for this when we can quite easily just do it all ourselves? Or is there an added benefit you would offer that I'm missing? The very reason we use Varilogix is that we don't want staff tied up 24/7 waiting to make such verification calls. I like to do stimulating things like troubleshooting, that's why we have machines to do the mundane tasks like this 0 Quote Link to comment Share on other sites More sharing options...
scurrell Posted April 3, 2009 Share Posted April 3, 2009 Hang on, so now we're making the calls ourselves? No offence, but why would I pay you for this when we can quite easily just do it all ourselves? Or is there an added benefit you would offer that I'm missing? I got the impression his staff would make the calls on your behalf. I may be wrong (however unlikely that would seem! ) 0 Quote Link to comment Share on other sites More sharing options...
chickendippers Posted April 3, 2009 Share Posted April 3, 2009 Ah right, I see. On re-reading the last couple of posts it seems like I misinterpreted cobra's post. Apologies. 0 Quote Link to comment Share on other sites More sharing options...
cobrastrike Posted April 3, 2009 Author Share Posted April 3, 2009 Correct, my staff that is already employed will be making these calls. 0 Quote Link to comment Share on other sites More sharing options...
HostMDS Posted June 5, 2009 Share Posted June 5, 2009 Guys. #1) Fraudcall works excellent #2) Question..when we receive Approved order confirmations from Fraudcall via email, we always get 0.00 in the value of the order, and we don't see the product name. How can we fix this?. We are running the latest version of WHMCS. 0 Quote Link to comment Share on other sites More sharing options...
UNIXIELHOST Posted June 6, 2009 Share Posted June 6, 2009 I use MaxMind and I got many fraud orders and MaxMind does the trick but yes I have to pay for the calls 0 Quote Link to comment Share on other sites More sharing options...
Recommended Posts
Join the conversation
You can post now and register later. If you have an account, sign in now to post with your account.