Plimus drive us crayz about wrong fraud alarm on orders
Hello,
I know Plimus is good place for e-commerce. Many payment options, multi language, good affiliate channels etc...
Since we change our payment platform with Plimus (more than one year) there is only one think that we are not happy with it.
That is wrong fraud alarm! We always have this problem with Plimus.
Even some of customer we have relationship with them since 1999 !!! and they
have already lots of approved orders with plimus! Even their all information are totally correct!!!
Everytime we get complain from our customers, and we never know WHY their orders has been declined. NEVER!
When we ask Plimus staff, they always send as an copy-paste email template which has created many years ago. We always get same email when we ask about the declined reason!
Because of all this problem we decide to test Fraud control!
My friend place an order front of me, and we entered all information correctly.
Then we wait together to see what will be happen.
After 2 days order has been declined !!!
I send lots of the ticket to learn the reason. After getting some copy-past prepared ready email they told us that nobody answer the phone !!!
But no body call us! Yes no any one call us from Plimus.
So now we are image how many real customer do we lost everyday.
How many real orders been declined by wrong control, wrong fraud alarm!!!
This is only one thing that we do not like on Plimus.
I hope Derek, think about this and change something on the system to make more clear when an order declined, and inform both site (vendor - customer) about the real reason.
Best Regards...
Mihat OGER
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This is the the worst problem
This is the the worst problem with Plimus. Plimus telephone verify a lot of orders, if the person does not pick up their phone, Plimus cancel the order. If a customer enters incorrect address details, Plimus cancel without letting the user edit/correct the details.
Our order acceptance rate is only 45%; this is 45% of people who visit the Plimus gateway only then go on to complete their order. Too strict anti-fraud practices are the main reason for this low conversion rate.
Our inbox is swamped with emails every day about customers complaining they have not received our service, only to find out later that their order was declined for no real reason. It has gotten to the point where we are overloaded by order complaints that we get more order complaint emails than technical help emails, and when you offer a technical product that's saying something!
Further more Plimus are clever in the fact they do not tell you when an order has been declined, you have no way of telling when an order is declined unless a customer complains to you. I wonder why they don't tell or give you any idea about cancelled orders ..