PSWBilling.com Public Update
 

Email notices are on the way out to clients but we figured, as usual, the world would want to know.

United States Clients: All the Services, All the Time
Contrary to a number of entertaining rumors, US payment services have seen no amendments since the Visa-USA mandated registration and fees in November of 2002. All properly registered merchants have enjoyed an all-inclusive stay with the same luxurious services since their original account setup. A number of innovative projects are in the pipeline and will be released in the near future to the delight of clients throughout the world.

European Clients: Integrated, Tested, Approved & Activated
We are pleased to announce that the exceedingly positive dialogue with banks in the European Region have allowed our new Visa channel to be fully integrated, tested, approved and activated. By reactivating your joinform links customers will be provided with the full range of payment options on our purchase forms. Thank you for your continued support and we look forward to nothing but growth with you and countless merchants throughout the European Region.

Non-US/Non-European Clients
Please contact us via email to discuss options for settling your Visa transactions.

We will be checking this thread periodically to address any concerns. :)

I would like to get paid and have you
FIX my account!

I still cannot process or rebill visa transactions.

so PSW tried to get around the VISA regs allowed merchants from around the world and couldn't right? Now it's just like IBILL/CCBILL with US/EU only ?

This is disappointing. I hope that PSW keeps some hands on deck this weekend to handle enquiries.

Obviously PSW is no longer an ideal solution but, other than Verotel who I already use for backup, there is no other option. That said, Im going to stick with PSW. No other billing company has been as up front and quick to respond to my concerns.

PSW, we now need information about how to get processing again, we need it urgently. Will you be staffing your support email address all weekend ?

I'm not going to register a European company, I'm sorry, what kind of bullshit is this? You wait almost a full month to tell me that you're going to try to bend me over even further? I've tried to be patient with you people, but there seems to be absolutely no point in it. I guess I'll be registering a US incorporation afterall. Fucking assholes!

so basically what you're saying is psw is a second rate half assed company who can't get their shit together and is now losing all their clients?

nice work fella's :thumbsup

Talk about a Catch-22 here...

They don't say anything and people scream...

They tell you what's going on and people bitch...

In a perfect world everyone in adult could just run whatever scams on surfers they wanted to and never ever have a problem, a cancellation or a chargeback.

Visa is the enemy here guys, not the billing companies.

Personally I love reading the PSW guys posts -- he should have a bright future in standup of all else fails!

I was responding to the details they provided in email, actually. I wouldn't post the details publically if I were them either, considering how ridiculous they are.

If I'm going to open yet another corporation (One being outside my own country) it most definitly would not be a European company.

One thing I am nervous about, some people have not been rebilled for nearly a month. By the time this gets sorted out, there will be two rebills only a few days apart, or even sequentially. I can foresee a relatively large number of declines (woo! free account for a month!), and possibly customer complaints because of the inconsistent charge dates.

My monthly fee is low so two hits within a short amount of time isn't a large amount of money... but what about the PSW processed sites charging $39 or $49 per rebill?

Question: why would a non-USA non-EU person set up a EU company/presence in preference to a USA one?

Answer: Beast or CP.

I also want to know why the EU company option was not offered prior to the processing gap. Why did it take 3 weeks of stuffing around for you to realise that it was required?

Well PSW are keeping us guessing for a litttle while it seems.

Jact, have you been told anything by PSW that wasnt in the email they sent to all clients a few hours ago ?

I'm not sure if you're a PSW client, but it was actually a specific, not generic question. :) As an Australian webmaster, the only option that PSW have given me now is to set up a EU company to process my rebills. I'm wondering why they wouldn't want me to set up a USA company.

If I don't go with this option then I lose at least a month worth of rebills, and piss off a lot of customers who may not sign up again.

jact - are you talking about the first email, or have you requested and received further info? If it's the latter can you please forward it to rowan /at/ sensationcontent.com ? I want to get the ball rolling as soon as possible, and I'm not sure if PSW will have staff available over the weekend. The notice was sent at 7:13pm on Friday, their time.

Another concern (heh, maybe I should have just taken a while to write a single msg) is the costs involved in setting up the EU company. I'm not exactly rich right now, since 70%+ of my transactions dropped off the face of the earth along with PSW's VISA processing. I also have a BIG tax bill due within a week. I have a backup processing solution in place but those funds won't be released for at least 3 weeks.

I wonder if PSW will be nice enough to cover the fees and debit them from my rebills.

I just called PSW. I couldn't raise a human so my guess is that they sent this email to us and then went home for the night.

This isn't exactly good business PSW. If you'd like to hire me for a few weeks I'll teach you a little about customer service. I don't think it would be asking too much to keep someone on for the night to answer telephone enquiries, especially when the most affected clients are in daytime during your evening.

Nope..they sent us an email that states that in order to continue processing with them, we have to set up a European Company. It appeared to be bulk-mailed. We do *NOT* want to set up a European company, PERIOD. If we incorporate another company, it will be in the US and we will be using a processor OTHER than PSW. Unfortunately we like most other people just can't afford to continue to be "patient" while they muddle through this little mess they've created for themselves. We're actively seeking other options.

We have only ever actually had a "human" answer the phone twice out of many many calls. The rest of the time it's been an answering machine. Go figure? :)

I dont think so Ian, Visa Int'l gets rather upset when the compliance dep't of Visa USA calls them screaming about how an isps set up a Euro division to process what they couldn't in the states.

My guess would be that for some the tax situation calls for an EU setup rather than US.

I'm not adverse to the idea of setting up a European company, Im just a little fucked off that they sent us this email then went home for the weekend.

Some details would be nice.

This is very frustrating because if you take this visa crap out of the equation then PSW have been pretty good for me. I want to be able to stay with PSW but they're making it hard by being retarded on the customer service.

Rob at Merchanthawk/cardservice said:

It's unfortunate, however, many U.S. merchant account providers are not up to speed with the new Cross Boarder Regulations. Since you are not a US citizen (even though you have a US corp.) you will not be approved for a US domestic account.

We are canadian and MUST incorporate in EU to get a merchant. I guess it should be the same to use a 3rd party processor.

I was actually told by someone at NetBilling that I could be approved (possibly) if I had a US shareholder with a SSN, which thankfully I do. I'll be trying my hand at several different options, I wish someone would write a manual on how-to billing for Canadians.

Perhaps you can tell Rob he is full of shit.

To those of you slamming PSW..

How many of you use Adult Check ?... Have you noticed that their companies are now UK registered ? .. A few webmasters queried this ;)

Why did AC Pay not have the problems of CCBill, IBill etc.. They were Euro based from the start, where the $750 fee for using Visa is not required. GloBill moved to Europe and slowly but surely all US based cc processors will have to open a merchant account over here.. And it doesn't take five minutes.

As far as I'm concerned I think PSW are ok. I just use them for a content site that I'm still setting up and Gabe the guy I've worked with couldn't have been more helpful along with the guys that set up all the tech stuff for me.. So please give them a break

easy incorporation: online status

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<img src="http://www.qksrv.net/image-1249282-9323464" width="120" height="30" alt="Incorporate Today for $25 plus state fees" border="0"></a></p>
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Jact,

My staff was correct. If you have a partner in the US with a social security #, we can get you approved domestically. If you do not, we can get you a merchant account in Europe. Offshore we are setting up merchants at Deutche bank and in Israel. Let us know if you have other questions. We will set you up from start to finish. When you spoke to our staff, did you demo our system?

Thanks, Mitch
Netbilling

I didn't get a chance to demo it, however I did take a look over the technical docs. Very impressive.

NetBilling is definitly on my list of possibile solutions. Did I mention the fact that my emails were all answered within MINUTES of me sending them? Unlike PSW who took 4 days to answer an emergency email regarding their broken shopping cart system...

Sexfind, looks like you were right. I replied to their email and requested more infornation within minutes of receiving it, and still have no reply several hours later.

I don't understand why they didn't just send the extra info in the first email, rather than have customers reply "yes, I would like the extra info."

We've wasted enough time already PSW, just get us the information ASAP, please?

On another note - have any customers had any correspondence with Gabriel Truitt recently? He's been away so much I'm wondering if he's still with PSW...

jact,

If you liked the tech docs, you will love the admin. If you would like to see a demo Monday, contact Karen and she will help you.

888-357-8166

Thanks, Mitch

As for European clients - how about all the VISA rebills which have been put on hold? When will they be reinserted in the system and processed?

JR: I would like to get paid and have you FIX my account!
There are several options we can discuss to get you back up and running (some of which are described throughout this post).

m0rph3us: so PSW (tried to allow) merchants from around the world and couldn't?
Unfortunately the acquiring banks have already begun to tighten the playing field even though Visa-Intl has yet to follow the Visa-USA initiative. This was not by choice on our part and we?ve spent much of the later part of the week discussing how we could assist clients with the success of their business.

Sexfind: This is disappointing.
Agreed - disappointing and unexpected as the region constraint was not clear during the initial integration.

Sexfind: ...That said, I?m going to stick with PSW. No other billing company has been as up front and quick to respond to my concerns. Will you be staffing your support email address all weekend?
We will always try to keep everyone in the loop as the provided information can only help you make smart decisions for your company?s future. There has been (and will be) support staff in over the weekend to provide details along with the valuable information in this post (below).

Jact: I guess I'll be registering a US incorporation afterall.
Registering a US corporation is a viable option. However after thorough research we decided to only present the EU solution due to several factors:

1. The original policies from Visa-USA made clear that you could not report the same URLs to both USA and International banks (thus merchants had to decide whether they were going to report to one or the other, not both). While we?re still gathering data, the procedure to remove URLs for the International list and then add them to the USA list is currently somewhat vague. We thus felt it was a risk our affected clients would want to avoid.

2. Due to heightened security in the wake of 9-11, it is becoming more and more difficult for individuals to get the proper identification and accounts to establish a US presence. For this reason, we only recommend the US option to those companies that have a trusted US citizen to serve as principle in a newly established corporation.

That said we ?do- have a trusted contact for setting up a Nevada corporation (the best US option) which can be provided to clients upon request. We will assist you in anyway possible with whatever decision you make.

XxXotic: so basically what you're saying is psw is a second rate half assed company who can't get their shit together
We wish it was that simple (we really do). If we were brainless we wouldn?t be spending nearly as much on insurance and anti-stress medication. There?s no doubt that the recent cluster bomb of Visa/bank-mandated policies has made for some less-than-ideal situations but we will always attempt to find the best solutions for our clients regardless of what game we?re forced to play.

KimmyKim: Talk about a Catch-22 here... Visa is the enemy here guys, not the billing companies. Personally I love reading the PSW guys posts?

We?re learning KimmyKim. And, while often frustrating, Visa has a purpose behind their procedures. That said we restrict our rage to our personal lives - voicing our frustration to friends, family, bartenders and medical professionals so we can be pleasant at work. :)

Jact: If I'm going to open yet another corporation (One being outside my own country) it most definitly would not be a European company.
That choice is yours and will we provide whatever information we can to assist your progression (including a smooth transition to Netbilling if you so choose). :)

rowan: One thing I am nervous about, some people have not been rebilled for nearly a month.
Rest assured we have procedures in place for handling this.

rowan: why would a non-USA non-EU person set up a EU company/presence in preference to a USA one?
(See concerns addressed earlier)

rowan: why was the EU company option was not offered prior to the processing gap.
The regional constraint was presented to us during the final stages of integration. We thus worked as fast as possible to compile helpful information for our clients.

Sexfind: I don't think it would be asking too much to keep someone on for the night to answer telephone inquiries ... They're making it hard by being retarded on the customer service.
As an update to previous threads regarding customer service, we have had two meetings so far regarding ?crisis-time? support including an 800-number and 24-hour webmaster support. Unfortunately the time to hire and train staff has eluded us in recent weeks for obvious reasons. We will specifically note the fact that clients would rather us not be retarded. :)

JoeA: Why did AC Pay not have the problems of (IPSPs)...
While this isn?t an exhaustive explanation, AC Pay does not fall into the same category as IPSPs and thus isn?t bound by the same regulations. AC Pay is a viable option for some companies but please be aware that, unlike traditional IPSPs, surfers who signup through their system are actually becoming ?their- customers rather than yours (the subscribers legally belong to them, denying you rights normally provided by an IPSP).

rowan: have any customers had any correspondence with Gabriel Truitt recently?
He has been heavily involved with the new integration and is currently working with other staff members to keep the transaction mass running through smoothly.

Petr: how about all the (EU) VISA rebills which have been put on hold?
They are being processed over a compressed timeframe.

Thanks for reading all the way through, we hope this was informative and helpful (if information can ever ?not- be helpful anyway). :)

PSW:

It is obvious from your posting this reply that you are trying to do the right thing by your client base and this is commendable, however if you have had support staff in all weekend why has my email reply to the mass email sent Friday been ignored and no information forthcoming about the "European Solution" you propose.

I'd really like to start learning more about this and other options and the tantalizing suggestion that there may be a solution but no reliable information to back that up is most frustrating.

I also don't understand why a few of the management team didn't get a few pizzas and beers and sit down on the phones to field calls for the night after sending out the mass email to clients - it would have been good PR.

That said, I have tried calling and have had no success reaching anyone. The time zone differences make it difficult however ringing your telephone system, dialing 0 to have my call directed and then after a short time ringing for a 'nobody is available to take your call message' to be played is a little annoying for someone who has just paid maybe $5 for that call.

We intend to stick with you guys , however from this distance its really really frustrating to see little things which could be improved so simply be left undone.

Might I suggest a callback system - a secure web form for international clients where they can fill out their name, client ID, telephone number, and specific questions they want addressed. A PSW person looks it over, gathers the information requested, and calls them back to go over it within a half hour of the form being submitted.
This way the clients aren't getting unanswered phones because ppl are busy helping someone else, costing the client a good chunk of money each time they call. Also the call will be shorter, because the support rep won't have to dick around looking stuff up - he'll already have it right in front of him.

PSW, please get your act together. Send out an email saying "we still cannot process visa for you, reply to us and we'll tell you how!" and then go home for the weekend? It's now been nearly 24 whole days since you stopped processing my visa rebills (and initial sales). I've been waiting 2 1/2 days just to hear what your solution is. Why didn't you send out the solution in your email?

According to the timezone in your emails, it's just gone past 8:30am Monday. I hope to hear a response soon.

*** PLEASE EMPLOY MORE SUPPORT STAFF ***

Well I have just tried calling PSW this morning, no luck raising anyone.

Couldnt reach Michael, couldn't reach Gabe, couldnt even get anyone when I dialled 0 for operator assistance.

*sigh*

PSW you have all the ingredients to be great. Human resources do not cost that much, so get some more. It may well be that support was staffed all weekend but I didnt hear anything from them.

I've sent an email to Michael asking for a new site to be added to my account. Hopefully someone can do that and let me know about the European solution at the same time.

I don't know why some of u guys are still with them!? I need to know. With all the hassles and the way they are treating you, why does everyone INSIST to do business with a company that has serious problems dealing with issues and customer support.

Is it because most of you have hundreds of rebills?! Or maybe because of a contract signed with PSWbilling and u can't leave them because of that!? Or maybe because they are THE only billing solution available to you? I really need to understand.

Isn't it some kind of holiday today in the USA?

PSW's surfer interface is very slick, and things generally work well.

Their webmaster interface does lack some basic functionality, for example you cannot view check amounts or dates. However, their payouts have been rock steady, and I only ever noticed about 30 mins of downtime in several months.

They have me by the balls with regard to rebills. I don't think I can transfer these elsewhere, so to process those rebills I must set up a EU (or USA) company as soon as possible. This probably would have had to happen sooner or later, but I would have preferred that it be due to a rational and well thought out decision by myself, rather than '24 days of no visa' neccessity.

PSW is currently my backup processor, I will wait to see how they handle this issue before deciding whether I will reinstate them as my primary. So far I have not been impressed with their lack of customer service.

I'd like to know what this *actually* means...
Does it, in fact mean anything in reality?

Yup I would like to see some of the money you owe me too.. Also I can't log in half the time..

Peace

ironic that you say this. Considering you massmail your clients at 4:59 and everyone punches out to go home for the weekend at 5pm

now THATS Quality service of a company that really gives a shit. Everyone else has gotten past the new Visa regs....... why havent you?

This is their solution:

INTERNATIONAL BUSINESS CORPORATIONS (Cyprus, EU)
Pre-approved name takes 2 days (THEY choose)
Custom name takes 2 weeks (YOU choose)
$3500 setup, $1000 per year

I don't know if it's worth it for me. It's a big hit to my wallet right now as I have a big tax bill due, and in the short term the setup fee will be worth more than the rebills I will lose.

:mad:

A bit about "denying the rights normally provided by an IPSP."

AC Pay gives you access to nearly all user information (we don't give you credit card information, obviously), allows you to download that information for your own records, and allows you to contact those users at any time regarding legitimate (i.e., non-spam) business concerns. Also, unlike IPSP?s, ACPay is assuming all the risk for the transactions processed.

The upshot, essentially, is that in either case, surfers come to your site, sign up, members get added and removed as necessary, and you get access to all the customer data you need.

um.................. if you're providing essentially the same services as an IPSP how long do you think it will be before the credit card companies take notice? How are you different than an IPSP?

To me what you are doing is an end around the new VISA regs, under the radar screen.

Rowan - have you thought of offering all those PSW rebills a big discount to move across to your other billing option?

We're downunder too and we faced a similar situation with a different billing company back in November - we didn't dick around though we just bit the bullet and moved.

It can be tough to make a decision like that but just look at your options - it seems to me that in your circumstances you don't have many.

Have you looked at all your tax options too? 41659200 if you want to talk

Well, it's been a week since they started this thread... And they haven't really been following up on the questions asked in this and other threads.. And I still haven't heard back from them a week later on my email...

PSW OWNS!!! I'm gunna suggest it to all my friends! (NOT). Wonder how their affiliate programs doing? Real well, eh? Bet EVERYONE's suggesting your stellar customer service and air tight business practices! :thumbsup

Pswbilling, if you find it isn't for you.. for all International
Euro stuff try http://www.probilling.com they seem to be okay so far? they have this 'new' e-check system that really is the cats ass. I truly believe psw didn't want to pay the pending fees that visa wanted from them? Visa has now moved onto Verotel..
If anyone is using Verotel, let me know what you think?
I don't like any processor thats connected or owned by a sponsor
or avs system.. my opinion, they surely will have there hands in the cookie-jar some how? I have allways looked at a processor
this way, who owns it? scrub levels/ rebills are affected
in the long term the debitcard needs to be introduced online etc. getting your cake up front and not relying on Visa.:2 cents:

Cyprus they got to be kidding.....that´s almost the next best
thing after an Iraqi company hahaha

:2 cents:

DynaMite

Cyprus is approved to be member of EU (next year), nice country and nice business conditions.