NETbilling - Call for feature requests and new clients
 

Hi All,

While we have experienced tremendous growth since our inception in 1998, the past few years have been especially good for us. We have never been a 3rd party processor and have always stuck what we do best... Payment Gateway and 24/7 Call Center Services.

We often receive and develop feature requests and other ideas from our merchants. However, some post on here and other boards as well. I am mentioning this to ask if there is anything we are not providing that you would like to see in our system.

On the flip side, I am reaching out to those here who are not processing with us to ask why and to see what we can do to earn your business and help you make more money, whether you are selling a service or products.

Your input is very valuable and welcome.

Can you please tell me what your rates & fees are? We're looking for a processor for all our organic traffic.

Call Of Duty 4 - Anyone play online?
 

Looking for a good online server to play on.

I?m a user of your services. One thing I would like to see is a notes area where the webmaster may leave information or comments for the call center staff. For example:
(1) Webmaster is doing a server move/upgrade and intermittent outage or site errors may occur.
(2) Handling login issues possibly due to site security.

Basically, when a customer calls in, the call center will check the site notes for exceptions to better serve the customer.

I do like the individual customer comments area that you have now. Keep up the good work.

Great idea. I would also like to see a foreign language option for overseas clients. You know click a flag and join in your own language.
I have been with Netbilling probaly since about 98 and I must say they are reliable and great at what they do.

Bump for Mitch :thumbsup

Sorry about my game post here, that was supposed to be a new thread.

The only reason I'm not processing with you have have not been over the last 8 years, is because of the having to obtain my own merchant account. Your processing seems to only be for those that do 20k a month or more in sales on the account. In my hay-day the highest I was doing was 19k a month and therefore did not qualify. Ask Kathy about it, it was for never a lack of trying to process with you. At one point we even had sent you 2500 bucks to get a merchant account up and running only to have the rules change on us and the money returned.

Actually it's kind of sad considering my highest chargeback ratio I have ever had in 10 years is .5% (Yes that's a POINT 5) and I would have thought any processor would have loved to have had that to help them balance out some of the other crappier sites out there...

Hi,

Do you have an email/ICQ/phone number that we can reach you? Please post here or email me directly: [email protected]. We will be happy to review your needs and provide pricing.

That is an excellent idea. I will speak to our development team about a way to implement something like this. I know we do this now but the posts are typically from you to management and then we post it on our staff site.

Bump for the Awesome Netbilling Crew !!

Thanks Scooter!

Europeans Billing Europe!
 

Another bump for a great thread.

Communication and continual innovation drive successful business relationships and this is a perfect example of that philosophy in action :)

Thank you Joe

Looking forward to seeing you soon

you guys have very comprehensive reporting -

i know there was a few features that i have wanted in the past but i cant think of anything right now :)

is the step-down rebilling reporting completed yet ?

oh yea, there is active members per site reporting but active members per merchant account would be a nice number to glance at occasionally -

Noted and will check on that for you.

How about starting the processing for low volume webmasters?
Less than 1k/month
Can you do it?

We process for mainstream and adult products at any volume if you are located in the US.
The restriction for adult and offshore merchants is not our restriction but a limitation of the banks that issue the merchant accounts. They want merchants with previous processing history, even if through a 3rd party processor.

can you process for mainstream biz op?

like make money at home kits, basically user gets trial at $2.90 or w/e and rebill 7 days later.. we have no merchant history & this is a new product, so how do i go about setting this up with you guys..

Hi,

We sure can. Please contact our sales department at: 661-252-2456 or email [email protected]. Welcome aboard.

I would like to see a better breakdown of fees vs services, for example your step-down rebilling stats, having a hard time figuring out if it makes money or if I'm just filling the netbilling and my merchant bank's coffers with endless transaction attempts.

like if I have customer "A" and I bill him successfully to start his sub. Then the next month first amount is denied, then we go through 5 more attempts and it's successful at a 70% cheaper amount... how much did that just cost me, and then if this happens each month with this customer.. yikes.

Great idea. We are working n a step down rebilling report now.

cool, also can use a better graphical interface while you are in there fiddling :)

sent you an icq mitch

Please explain in detail here or email me

what do i need beforehand so i can get it all ready?

basically right now we just have the website/members area.. anything else needed?

Mitch, every month I see two or three chargebacks from motherfuckers who join and then are on the site every damn day. Then at the end of the month they do a chargeback.

That shit pisses me the fuck off. I have a script that keeps a record of every user and their ip addresses. So I can prove that they are stealing when they do a chargeback (and of course never write me at support if they had a legit problem...which they didn't since they are on the site constantly)

Anyway, my question is this...is there ANYTHING I can do about that? Any way at all to reverse those chargebacks from these thieves?

I too would like a way to fight charge backs with the customer usage we collect.


The biggest issue I have feature wise is when I am looking up a transaction, there is no way to automatically bring up the cross sell transaction that goes with it. It would probably help system wide for all your clients that if a customer has 2 memberships and someone is performing any type of customer service that all transactions show up when you do a search. Sometimes there is a "view related" button on a member, but that only shows the rebills and not the cross sells.

I should be able to type in a card number, customer name, or transaction ID and be shown with 2 results. Main transaction then a new row with the cross sale transaction. I know they should be related somehow in your system already.

I know paycom does it that way and its very helpful. You cant ever forget to cancel/service both transactions there. :)

these are all good questions
I would like to see a solution to the same that gleem and robbie asked

An email/text notification that tells us when the processing bank is down, not posting sales, slow ping rates, something.. so we can flip cascades or force another merchant account to be primary.

Maybe you guys have that already... not really sure.

Humm.... you should get notices in the mail for every cb, you can then provide proof that the membership was used via member logs, and dispute the chargeback, and if you're correct you 'should' get your money back.

HA! and HA! I don't know if you have your own merch account, but you can dispute all day with proof of 10 logins from the user's IP each day, matching ZIP & IP, email, home town etc.., and EVERY single bank will say "card absent environment" and continue the dispute to the point you have to take the case to Visa and they will rule against high risk merch accounts like ours 99% of the time and you can end up with a $600 charge for the dispute.

Not true...

I use Netbilling as my primary with my merchant account, and if I see a chargeback that looks like fraud, I submit my proof to the have it reversed. I have been able to successfully reverse many of them.

Well, he asked more than one question... he should get notice via mail about the cb, that's everything he needs to deal with the member, from finding out the ip to chargebacks.

If he wants to reverse chargebacks, he only has one option. And I did say, this 'should,' I never said he would get any money back. And it's good to do, to show it wasn't fraud and you're keeping watch on your account, it's just all around good.

It does work though, sorry if it hasn't worked for you.

I do know what he is talking about. However, after working with other gateway interfaces, I've come to really appreciate the simplicity of what you have. It's very fast and gets the job done. I can access my account from any browser including Lynx.

Mitch, we've never talked but I started using NetBilling back in 1999 for my FemDom site with iBIll as a backup. When I first saw your interface, I recalled thinking how ugly it was and I wasn't sure if you guys were going to be around. I certainly prejudged your organization based on the interface. I was wrong ... forgive me. :)

Since I had another merchant account, I put my other sites on Web800 then they went out of business. I then moved to PowerCharge and they went out of business before I could even do my first transaction. About that time, iBill entered the gateway business to process for folks with their own merchant account. Experiencing poor customer service from iBill, I wanted to move and I was heading over to Jettis. Unfortunately for Jettis, Tommy decided to take vacation and my emails and phone calls went unanswered. Not knowing that Tommy was on vacation, I contacted my underwriters and asked them to recommend a merchant gateway. Their recommendation was NetBilling and DHD Media. I was pleasantly surprised to see you at the top of their list. I've been processing with you ever since and now you have about 80% of my intangible transactions.

Although I'm an agent of change, please think twice before changing the design of the interface or at least do it carefully/sparingly. Again, I like the speed and cross browser access.

You should respond to all chargebacks that you identify as invalid. Sometimes the customer does not recognize the charge or they see that you're fighting it and they give in by not responding. Thus, you automatically win the dispute. After all, you're already paying the chargeback fee, might as well get some service out of it. As posted above, don't do a second challenge or you may get hit with the $500+ fee if you don't win.

Mitch, sorry if you guys already do this, can you handle micro payments, aka .99 type of stuff, and how about a nice mobile billing interface?

It'd be nice if Mitch came back to his thread and answered the questions he asked us to pose. lol

The way it looks to me...the chargeback has already happened by the time I see it. So it kinda has me confused on how to fight it.

You have 10 days from the time that you're notified of the chargeback to provide a response.

I've created a form that I use as a response. I fill in all the customer's details including name, address, card number, AVS, IP address plus the associated MaxMind data, my comments, etc. This is passed back to the customer, by the bank, for a response. When the customer sees that you know that he accessed the site from home or work, they will think carefully about fighting back.

Do you check the "exception code"? Sometimes it's a request to identify the transaction and if you don't respond it remains a chargeback.

Actually now that I think about it, I respond to all cause humboldt makes you, and I always get the "we have represented you blah blah" letter from Humboldt bank, and I suppose I only get the follow up "The bank has continued to dispute" letters when it doesn't work... I never get any notification that the chargeback has been reversed. I don't see a way to figure out how many got reversed between netbilling and my banks' stats. Maybe now that moneris took over humboldt I'm missing something.

We can for US merchants. We have a bank that will accept start up adult merchants with no volume.

The offshore banks (non US) we work with require that you have a documented six month processing history with a monthly minimum of $ 20,000.00. We can get an account approved with $10,000 monthly volume but the processing history has to be good with low chargebacks.

please contact me if you are interested.

Very merry Christmas to Mitch and all the team at Netbilling. Looking forward to another great year with you guys in 2010!

Sorry for the daly. I will respond to a few now and the rest tomorrow.

Hi Robbie.

Of course this is out of our hands but can be handled between you and your merchant bank. We actually have a dispute template and instructions you can use to fight some of the chargebacks but you will not win most of them because you do not have a signed sales draft. If you want the template, please email sales at netbilling.com and ask. We are happy to help.

All of our merchants have their own merchant accounts.

Thanks for the info. I'm pretty sure that no matter what we would never be able to do anything about it just because we are a porn company and we offend their "morals" But thanks for letting me know how to go about it. I'll pass this on to Celeste and Scott as well and we will get that template. Thanks.

Good idea. We will outline this and hopefully get it in place.

Hi Adam! I hope you are well. Will we be seeing you anytime soon at any shows?

It is true you can get many reversed with a bit of work. Some merchants do not believe it is worth the effort because of the time involved.

Hi Mitch... we're great, thanks.

We will be in Vegas for AEE, but not Internext. Gotta get back and tend to our other projects, lol.