PayMover gateway worth the hassle?

fwhorch · by **fwhorch** » Fri Sep 07, 2007 2:29 pm

Is anyone else out there using PayMover Gateway? What has your experience been?

We've been relatively happy, except we are having a hard-to-pin-down problem with all of our credit card charges being flagged as manually entered instead of swiped, and so billed at the higher rate.

This started happening in July, so it might have something to do with the 8.0.14 upgrade.

We've also found it a little harder to search through transactions to find out if a time out got through on the back end or not. Occasionally Retail Edge will time out waiting to hear back, but the charge has actually gone through. If you try to swipe again, the charge will be declined as a duplicate.

When things are working, charges happen a little faster than with PC Charge. We'll be interested to see how the new system handles holiday shopping volume.

Anyway, just curious to know if anyone else is using PayMover and to hear what issues you may have run across.

Thanks,
Fred

by **Andy** » Fri Sep 07, 2007 3:42 pm

Fred,

Please let us know if you find out anything from the PayMover folks (PPI). Here are a couple of tidbits that might help:

1) The 8.0.14 release was issued July 31, 2007. When did the "manual entry" issues begin? There were two PayMover issues addressed in this release but they did not have anything to do with the "swipe type".

Did you make any other changes on you end? New swipers, swiper programming changes?

2) Regarding the time out issue you mention, this was fixed in 8.0.14. As of 8.0.014, if RetailEdge experiences a time out with the PayMover server, RetailEdge does some additional diagnostics before failing the connection.

Thanks.

fwhorch · by **fwhorch** » Mon Sep 10, 2007 3:37 pm

We noticed the problem starting on our July PPI statement, so it may predate the 8.0.14 release. June was fine, but starting in July and continuing in August, all credit card fees indicate a manual surcharge.

We didn't make any changes to our physical equipment or settings other than upgrading Retail Edge and increasing the number of seconds Retail Edge waits before timing out on the transaction. We are continuing to swipe cards as usual, and the charges are getting processed through Retail Edge and PayMover without manual entry from us. But from PPI's perspective, they think all of the credit card numbers have been manually entered.

I have an open case with PPI, but their customer support suspected a configuration error in Retail Edge. They mentioned that they had seen similar problems with other software where a setting was made to be an online store (card not present) rather than a retail store (card present).

Almost all of our transactions are card present. We only very rarely take orders over the phone.

Thanks for your help tracking this issue down! We can't afford the increased credit card charges.

Fred

fwhorch · by **fwhorch** » Mon Sep 10, 2007 3:46 pm

Well I should have typed more slowly!

Just after I posted my last message, PPI called to say that it was a misconfiguration on the "PPI gateway". They had changed our account type to "mail order / telephone order" from "retail".

So apparently it had nothing to do with Retail Edge or any settings on our end.

This reminds me of the time my last payment processor started taking out random amounts of money from my bank account. They couldn't figure out what triggered it, just some automated process that happened out of the blue.

A little scary, but I guess that's the price to pay for modern conveniences...

Thanks & sorry for the false alarm,
Fred

by **Andy** » Mon Sep 10, 2007 4:07 pm

Fred,

Thank you for the update. We're relieved - glad to hear it was a PPI configuration issue and not a RetailEdge issue.

Thanks again.

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