We’re somewhat frustrated about amount of time it takes to resolve the issue with sale that went via FXsource way. It is not the first time that 2CheckOut cannot associate our money with our account. Thanks God, our customer is patient one and help us to resolve the issue, many other would not!
1) Customer started process with the 2CO Invoice link we’ve provided to him.
2) He selected FXsource as payment method.
3) 2Checkout in cooperation with FXsource generated reference number for him to use in wire transfer to FXsource.
4) He did send money from his bank account using reference number from 2CO
5) They promptly appeared on FXsource (we can see that with check routine, http://fxsource.com/fxs/sndr_find_transaction.fx, with reference number) on 25th of March.
6) 2Checkout doesn’t register money as our sale for 10 days already.
We’ve contacted 2CheckOut via ticket 2340-ERPJ-8883, we’ve called 2CO to resolve it in speedier manner. 2CheckOut refuses to do any action and points to FXsource…
Is integration between FXsource and 2CO MY problem? If money get stuck between card processor and 2CO should I deal with card processor 2ChoutOut integrates with?
Nevertheless I contacted FXsource, while I couldn’t find anyone at support, at sales I’ve been peacefully understood and promised to be resolved between FXsource and 2CheckOut internally.
There is little progress still.
Is anyone experiencing issues like this? How did you resolve them? Why am I spending my time to solve problems in integration between 2CO and FXsource?
I’d welcome comments of 2CO vendors, buyers and 2CO staff. Thanks.
9 Comments »
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We are sorry for any inconvenience that you have experienced with this issue. The integration between 2Checkout and FXsource is not the issue. If you have any issue with one of your sales you can work with 2Checkout to have the issue resolved.
I have reviewed the ticket you opened and less then 20 hours ago one of our customer care team leads notified you that they are personally contacting FXsource about this issue and will be working to resolve the issue. This individual will handle this issue and get it resolved for you. Once they have done so they will contact you directly.
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Joel,
Thank you for clarification. I understood that the issue was escalated to leader of Customer Care department, however I’m surprised that member of department still insisted that it is problem between me and FXsource, and she can do nothing except to write e-mail to FXsource to look at the payment with reference number we’ve raised.
We are paying 2CheckOut for the service, not FXsource, thus we expect to have issues like this to be resolved by 2CheckOut without our calls, calls of our customer to chain of 2CO suppliers (FXsource), escalations and posts like this.
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Hello,
I appreciate your patience while we resolved this matter for you. I have spoken with FX Source directly and we have located the funds on the order in question. You will receive funds on this order within the next pay cycle. If you have any other questions or concerns, please contact us via ticket at 2cosupport@2co.com. I sincerely apologize for any inconvenience that this may have caused you. We appreciate your patience while we resolve this matter.
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We’ve got sale that corresponds to payment we searched. Funds are on the way (in pending status). Thanks Courtney for help.
However we hadn’t got any explanation of why it happened, or if that will continue to happen again, or how we should behave, whom to ping and what information to provide if this happen again.
I’m tracking our fxsource sales closely. Each and every gets 2CheckOut Order number when buyer uses 2CheckOut purchase routine and selects fxsource. Each order is associated with fxsource reference number then. While there is no guarantee that the whole process will finish in funds transferred, the order number is reserved.
If fxsource comes to 2CheckOut with information that specific reference number got funds deposited, the order is waken up and shows up at vendor panel.
What vendors are missing are list of pending fxsource-backed order numbers awaiting deposits. This would help e-goods providers to do their own fraud screening of not finalized fxsource orders and do decisions if e-goods should be delivered before funds are received.
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Can any official from 2CheckOut comment upon my questions?
* why it happened?
* will that continue to happen again?
* how we should behave, whom to ping and what information to provide if this happen again?
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Myrolav,
I have researched this issue with FX Source. The problem with these orders were created because it appears the customer intended to place two separate orders for the total amount of the funds paid via FX Source. Unfortunately, only one order was completed which created a discrepancy between the amount of the order and the amount of the funds transferred. FX Source was not able to fund the transactions because of this discrepancy.
The issue was resolved when a 2Checkout.com Supervisor created a new order for the customer allowing FX Source to fund both transactions.
Please let me know if you have any further questions or concerns.
Michael
2Checkout.com Staff
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We’ve provided our customer with two different invoices. Our customer at 2co got two different reference numbers, customer made two separate wire transfers to FXsource with two different reference numbers from 2co? Only one of the transfers was relayed from fxsource to 2co and registered as a sale in our account. Another one required our support ticket, calling, and posting on this public blog.
Where did they merged? Why did they merged? Who should correct the issue? How can we prevent this from happening in future?
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Myroslav,
I believe it may be more appropriate if we discuss this issue within the previous ticket you have submitted so that we can discuss specific details concerning this customer.
I have re-opened ticket number Ticket REF : 2340-ERPJ-8883 | Ticket ID : 741790.
Please look for my response shortly.
Thank you,
Michael
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For the benefit of other customers or vendors that may have experienced this same issue I will post answers to your questions without disclosing customer specific information.
1. Where and why did they get merged?
* The orders were matched after 2Checkout researched this issue with FX Source and noticed that a second order was not completed in our system. The second order was completed by a 2Checkout.com Supervisor.
2. Who should correct the issue?
* These issues are normally corrected when FX Source contacts 2Checkout and advises us that funds cannot be matched. 2Checkout will either request that the customer place a new order or we may place a new order on behalf of the customer.
3. How can we prevent this from happening in future?
* I will notify FX Source and request that they quickly advise us of funds that cannot be matched. In addition, I will suggest that FX Source include information in their payment instructions that funds sent must have a corresponding order completed within our system to prevent any delays.