New Orders. The System Filters IP Addresses and Locks Orders?

[SingleOS]

Hello,

 

I have tried to sign up today and to make payment in WHMSC system. For some reason it filter the IP addresses and if anyone uses an IP address different from the administration and billing address stated in the form the system marks the order as "Fraud".

 

I find this a very primitive way (please do not offend) to fight fraud. It means that anyone who travels a lot and has business activities in different states and countries can not make purchases. Honestly I feel that it is inappropriate to have my order in status "Fraud" only because the WHMSC system is so "conservative" that it locks the IP address of the order to the account administrative and billing details.

 

As you can imagine there are proxies and many other various ways for any fraudster to break such defense and to use hide the real IP address. At the same time anyone who is trying to make a purchase is bound by the WHMCS system.

 

I have lost 2 hours to deal with the status "Fraud" of my real order without any success. Unfortunately there is no phone support at WHMSC and the phone number listed on the website requires a booking.

 

Those are 2 things that you guys definitely need to change. You product looks good and definitely deserves better pre-sale and customer support as well as some changes that would make your system more friendly (not more vulnerable of course).

 

PS: I'm curious how long it will take to the support to respond my ticket (881136). This is also something that makes to decide whether to become clients or not.

 

Best Regards

Dimitar

[Matt]

The fraud checking is done by MaxMind. They rate your fraud risk potential based on a number of factors and not just the distance from IP. Sorry if you were offended but MaxMind is a third party service used by hundreds of thousands of websites and we use it the same as it's normally very good at detecting what is high risk and what is not.

 

Matt

[SingleOS]

Thank you Matt. I have received prompt resposne from WHMCS sales agent and we are already working on implementing the software. I think that I shall post a positive review about WHMCS (http://forum.whmcs.com/showthread.php?t=25360).

 

Cheers

Dimitar

[optize]

Somewhat offtopic, but I think this is a good time to bring this up.

 

I have asked WHMCS to put things in a Pending queue, instead of automatically setting the account as fraud, that way it doesn't offend the customer (It has happened, SEVERAL times) and we don't lose the business.

 

If the customer see's it as fraud, he gets offended and goes elsewhere, when a lot of time it isn't.

[Matt]

Pending is where all accounts do already go immediately following an order being placed. But ones rated as fraud need to stop the payment being made so they have to move from the regular pending into some other status. You can customise the message displayed in the fraudcheck.tpl template file if you want to soften it a bit or add further instructions for what to do when users get blocked.

 

Matt