AlertPay Developers Community

I'm receiving complaints very often from payers paying through my website that their credit card has been charged but the payment was not processed (their point of view: item not shipped).

As these payments don't appear in my account history (no email notification and no IPN) I always suggest them to contact AlertPay customer services.

The following scenarios may happen:

1) After contacting AlertPay by the payer the payment is processed manually - already happened 4-5 times

2)  After contacting AlertPay by the payer his request is denied by the customer service, sending him back to the merchant

3) Payer is not able to contact AlertPay or simply he don't want to do it and asks his bank for chargeback. I'm not notified about this chargeback by AlertPay because I didn't received that payment

4) Payer doesn't contact me, doesn't contact AlertPay simply ask his bant for chargeback

5) Payer doesn't contact me, doesn't contact AlertPay and doesn't ask his bant for chargeback

Always the payer become a lost customer for merchant and for AlertPay too.

Regarding the payer's account history:

1) In some situations payer's account history doesn't show any transaction

2) In other situations payer's account history shows only a transaction 'Credit Card Deposit' without the transaction Payment to merchant. In this case the payer's account has a useless balance - very often without payer's knowledge - as he is using AlertPay only to pay with his credit card to merchants.

Last time a customer who bought on 9/24/2009 successfully tried to buy again on 9/30/2009 through my website. His second payment has not been processed. He has copied his account history:

He called AlertPay regarding this situation, but they said it's related with the merchant - a totally unprofessional answer in my opinion.

This tecnical problem persists from months and increases the number of chargebacks against AlertPay and the number of lost customers.

Hello Kgyula

Thank you for your comments.  Someone from our Product team will be looking into your issues and get back to you shortly.  We apprecite the time you took to explain your issues.