I thought it would be useful to provide a list of issues the 2checkout system has so that they can be fixed and other people can see these issues also.
1 – Cookies/session tracking does not work correctly, if a customer tries to by and item but does not complete the process and then tries to use the checkout again they often can not do this correctly without clearing their cookies and restarting their browser. I have noticed this myself and has numerous clients mention this.
2 – If you use a currency other than USD the admin system is very confusing as currencies are not clearly stated throughout the system.
3 – dates are displayed in many different formats throughout the admin system even on the same page dates will be displayed in many different formats
4 – the reoccurring billings implementation is very lacking in features at best. There is absolutely no way to tell how many new customers have signed up in any given period, the best you can get is a list of sales including all existing agreements.
5 – declined reoccurring sales are extremely difficult to track, as they will not always be displayed in the declined billings section.
6 – notification emails for reoccurring billings are completely unreliable sometimes you will get them sometimes you will not.
7 – Make sure you keep all of your own records as 2checkouts records are sketch at best.
If you only intend on doing a very small number of online billing then 2checkout will do you just fine. If you intend on making a reasonable number of online transactions do yourself a favour and go with a more reliable/reputable billing company you will be glad of it in the long run.
9 Comments »
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I’m going to respond to each of your issues individually, but want to first say that 2CO always welcomes your feedback, so we can make the improvements that matter most to you. Countless improvements have been made since the service launched in 1999. Many more are currently under development and even more are in the planning stages.
1 – I’m not sure exactly what you’re describing here, but can say that our developers are constantly working on improving the transaction process. If you can provide more detailed information, I can respond more directly.
2 – There’s only one place to change your display currency: “Bank Account & Payment Details”. This is not something that should be changed frequently, but I will recommend that our developers make the chosen currency more visible in the future.
3 – I’ll recommend our developers standardize the displayed dates as much as possible.
4 – If a vendor wants to see how many new sales have gone through in a certain period of time he can just use the Find Sale feature and limit the search by date ranges. More recurring-specific tools are currently under development though, so keep your eyes open for more improvements.
5 – As always, improvements are constantly under development, but the following information should help: Declined recurrings will always be on the report as long as they are considered declined. When a sale declines it will attempt to re-bill. When the declined sales are processed to re-bill they are no longer considered declined so they disappear off the report for a short time. If they are successful they do not go back on the report. If they decline they go back on the report. If the sale is too old to rebill, meaning the number of recurrences that have been missed are too great then the sale will never attempt to rebill again. However because this takes place after the sale is processed to re-bill the system thinks that the sale is not declined. Vendors who keep up to date on the declined sales should never have this happen because they take care of the declined sales before they have a chance to stop auto-retrying. Also, if you pull the declined recurring report within the time frame that the sales are processing then hardly any sales will appear on the report because they are being attempted so they are not listed as declined at this time.
6 – 2CO sends all appropriate emails. We cannot, unfortunately, guarantee their receipt. Email providers, in their efforts to block spam, will occasionally block email from 2CO. A change made to bypass one ISPs spam filters may trigger another’s. Our IT department is constantly working to prevent and correct these issues, but since the problem lies with third parties and not our own service, there’s no final solution.
7 – Our developers are constantly working on improving our existing reports and adding new reports, but you should know that the download CSV file includes 100% of the sales placed in the account. This is available by selecting “Additional Searches” in the “Find Sale” tool and can be limited by the criteria you choose. You are, of course, welcome to keep your own records.
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Hi Cliff,
Thanks for the response:
1 – This does not happen all of the time, try making going through the act of making a purchase but stop before you complete the transaction. Then go back to the original website and start the whole process again. This will sometimes result in the problem described above.
2 – I was not referring to changing the currency, but rather the way currencies are displayed throughout the admin system. Often there will be places where a prices is displayed as $4.99GBP instead of £4.99 for instance. It can be confusing to work out which currency a figure is in.
3- Good news
4 – You are right, I would have expected this to be in the product/sale summary senction
5 – thanks for the information on this
6 – This is not an email delivery issue, I am the system admin of the server and no emails are blocked. The emails simply stopped being sent for several months and then started again. All other 2co emails were received, the only affected emails were the reoccurring billing notification emails.
7 – I know of this report but it is very user-unfriendly.
I think that 2CO would benefit hugely from running some user studies to watch how people interact with the admin system. Most of the admin system is counter intuitive and confusing to use. Giving the admin system more of a user focused design would greatly improve things for customers.
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Hi jamied
I agreed with you. 2CO should spend some user studies regarding their admin system. Till this moment, I can’t find a detail statement of our account. I have to record all the orders with an excel spreadsheet by myself. Some orders payment were missing. I submitted help desk tickets since May 8. The problems were yet to resolve. I’m really frustrated.
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Hi,
Regarding 5 – I’ve several tickets, where I’ve requested recurring sales to be restarted manually as your system sometimes “forget” to charge when time comes.
I have to review all my recurring orders manually regularly to pick up “stalled” orders”. The “stalled” orders not always were failing, they just stop recurring routine.
I was told that it is impossible to set up a report to find all such recurring sales, while I have algorithm I follow manually to find all of them. Thus I deduct unwillingness to correct situation
Regards,
m.
P.S. usability studies for Vendor Admin system is a must! I expected that you’ll return to it as soon as you launch V2, but all I’ve seen were small corrections here and there to fix bugs, not usability issues.
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Hello Myroslav,
I will need to review specific orders to address the issue of “stalled” orders. I have located your vendor account, therefore, please submit a support ticket and I will personally handle this issue.
Please let me know when you submit a new ticket.
Thank you,
Michael
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Hi,
I do not have list of my current “stalled” recurring orders as it is quite time-consuming task to review them. The ones I’ve mentioned in tickets were accidentally noticed during regular review activity.
If you have access to ticket archive, see 7641-QIGX-3421, 7289-EYHX-7290 and 6186-QDFN-6949.
I’ll definitely revisit this post when I have new “stalled” order and corresponding ticket submitted.
Regards,
m.
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Myroslav,
Thank you for your response. Unfortunately, the issues you post are quite old and cannot be properly researched. Please be sure to submit new support tickets if you ever have any issue with recurring orders.
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i asked for my payment about two months ago by wire transfer but i didn’t receive it in my account, support stopped replying my tickets i’m very frustrated, also there are many other sellers complaining about not reciving thier payments from 2checkout i hope this is not true but i think this is hapening with me now
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sherby,
I’ve reviewed your tickets and see that the last couple responses have been from support agents informing you that this issue is being researched. Without divulging any potentially sensitive information, I would like to provide you with more detail, as stated in my reply to the thread you opened (http://www.2checkout.com/community/support/topic.php?id=157):
2Checkout.com has to wait for the corresponding bank to research the payment and then contact your bank. Then, your bank will research the payment and respond to the corresponding bank. Then, the corresponding bank will finally contact our bank. Then our bank will contact us.
Once our bank has received any information back, they will contact us and we, in turn, will contact you. Our bank will send out follow-up messages every 2-3 business days until a response is received.
Unfortunately, we cannot know exactly how long this will take. This is all in the hands of the corresponding bank and your bank on how quickly they will forward and respond to the messages sent to them.