WTF - CCBill Refunding Members After 5 Days Access

[Lee]

To your point, Lee, if the refund is granted due to a valid reason, wouldn’t you want that consumer to come back?

So they could get another 5 days access and ask for another refund?

No thanks

Perhaps if there was a way that customer support could tell the client WHY a refund was issued that would help, normally if it is a problem with a user/pass not working ill get an email about it.

Regards,

Lee

[SebSloPro]

We were with CCBill at first, as I'm sure most of you have read prior. Then we switched to Epoch. We don't do the primary / secondary stuff. We've dropped CCBill all together.

Anyways, CCBill is very bad at allowing chargebacks. I have a farely large network of 70+ membership sites in a network. We would get members who have purchased a 3 month membership. 60 days would pass with one month left on their membership. By that time they could have watched everything within our sites. And they would want to cancel. CCBill would allow them to create a chargeback. That's just one of the problems that I've had with CCBill.

The second problem that I had with CCBill was declines. I would receive 2-4 declines daily. CCBill would decline for the smallest reason. I would call CCBill via their support numbers, and they could never give me an answer of why they were declined. By that point, I had enough with CCBill but there were other reasons that I had left CCBill.

After finally having enough with CCBill, I dropped them and went to Epoch. Since I have joined Epoch, I have had 1 decline (the customer put in their credit card wrong), and the amount of declines from CCBill have of course dropped dramaticly.

Personally, I would suggest Epoch so much more than CCBill. Above are just some of my experiences.

Just putting in my 2 cents :-)

[Lee]

Anyways, CCBill is very bad at allowing chargebacks. I have a farely large network of 70+ membership sites in a network. We would get members who have purchased a 3 month membership. 60 days would pass with one month left on their membership. By that time they could have watched everything within our sites. And they would want to cancel. CCBill would allow them to create a chargeback. That's just one of the problems that I've had with CCBill.

CCBill has nothing at all to do with chargebacks, any surfer can chargeback at their bank for any reason and there is nothing any of the processors can do about it unfortunately

The second problem that I had with CCBill was declines. I would receive 2-4 declines daily. CCBill would decline for the smallest reason. I would call CCBill via their support numbers, and they could never give me an answer of why they were declined. By that point, I had enough with CCBill but there were other reasons that I had left CCBill.

As with Chargebacks, i have absolutely no gripes about declines, for the most part, declines are out of CCBills control, id rather have 100 declines a day because of invalid or do not auth cards, than 100 extra sales on those cards which would eventually result in a chargeback.

Regards,

Lee

[Alex_Manifest_M]

One additional point. Customers that want a refund generally come to us first. Most don't even understand the payment processor relationship. We will not authorize a refund without a phone conversation first. If the customer is polite and meets certain criteria we will offer them a refund which we issue ourselves. We try to avoid have our customers contact CCBill directly because I believe it is a lot harder for them to hollar 'gimmee my money back' to someone whose face they know than a customer service agent.
On the other hand, there is always going to be a nasty individual that will work the chargeback/refund system. I would rather a refund instead of chargeback anyday. We can blacklist them internally.

You didn't mention the fact that if it is an affiliate sale, you take a double hit on chargebacks. So here is our plan: the best customer service possible to cut off complaints that generate chargebacks and careful management of all affiliates.

[ccjax]

Perhaps if there was a way that customer support could tell the client WHY a refund was issued that would help, normally if it is a problem with a user/pass not working ill get an email about it.

Hi Lee,

There is.
All that information is detailed in the System5 Admin - all refunds and chargebacks, and detailed reasons for each one. It also outlines detail on every decline for your site.

In the Transactions section for refunds/chargebacks and the Analysis section for declines.

If you need help finding the reports - give me a call.

[Lee]

If you need help finding the reports - give me a call.

Thanks for the help with getting that refund reason report turned on for me in WebAdmin

It should have been turned on by default though hahaha

The good thing is, now i know its available to me ill be able to check it out in future

Regards,

Lee

[SebSloPro]

CCBill may show you what's happened with your account. However, it does not give the specific reason for it. It just shows you chargebacks and credits, anything relating to the finances of your CCBill.
What I want to know when I get chargebacks is WHY. Why did the customer call whomever it be their bank or CCBill Support to complain. Perhaps that may even better help us on our sites pertaining to what the customers or our "buyers" are looking for.

[ccjax]

CCBill may show you what's happened with your account. However, it does not give the specific reason for it. It just shows you chargebacks and credits, anything relating to the finances of your CCBill.

Sorry that you weren't aware that CCBill tracks all reasons for any credit/refund or void, as well as declines and chargebacks and we can provide detailed reports on the reasons WHY. It is good information that you need to have for your bottom line.
Anytime funds are 'impacted' in your account, we track the source.

It's all available to our clients.

[Lee]

CCBill may show you what's happened with your account. However, it does not give the specific reason for it. It just shows you chargebacks and credits, anything relating to the finances of your CCBill.

You are wrong.

I can now find out the EXACT reason of any refund, etc.

Regards,

Lee

[Dzinerbear]

I'm not sure why we keep having this conversation every 16 days.

Michael