hsbc payment in fraud review

[Rollerboy]

Hi,

actinic 7.0.3 hsbc secure epayments

When an order goes into 'fraud review' on hsbc secure epayments, I dont receive a callback... so the order stays in PSP pending.

I understand I need to either accept/reject the payment in secure epayments, and then manually process the order in actinic.

My question is, can I receive an email or notification that a payment has gone into fraud review?

Hsbs secure payments helpline told me they issue a 'response code 9' when the order goes into 'fraud review' however this response doesnt seem to do anything in actinic. So I dont know a payment has gone into 'fraud review'

This is worrying because, the customer gets the receipt page and imagines the order has gone through ok.. but all I see is another order in 'psp pending' along with all the failed payments.. Actinic doesnt distinguish between them!
and I dont know unless I log in to secure epayments... something I cant do everyday as I'm not around. I also dont want the 'packing person' working for me to have access to secure epayments.

Does actinic not do this?
If it doesnt, how can I turn the 'response code 9' into an email or notification of some kind?

Best Regards

[Mike Hughes]

All Actinic knows is that there's no callback to confirm payment. Is the customer really getting to the receipt page? (are you seeing the order confirmation email?)

You should be getting emails from HSBC with the payment details for every order. If not then you probably need to contact HSBC.

Mike

[Rollerboy]

Is that right?
Does hsbc secure epayments send an email for every payment received?
Can anyone using secure epayments confirm that?

The hsbc helpline told me there were no emails.

[Mike Hughes]

Maybe they don't.

I'm surprised though. Secpay / paypoint send me an email for each payment detailing the level of verification achieved (and whether a callback is requested).

I have to admit I thought they all did this.

Mike

[guccij]

No, HSBC doesn't send any kind of email when a payment goes through or it is rejected. I've been on at them for years but they just don't get why this is important, for us as well as for the customers.

To be honest, you need to be checking the EPayments fraud review all the time - if you can check Actinic and download orders, I don't understand why you can't go online and check EPayments

[guccij]

In any event, almost all of the orders which HSBC flags up are fine, I just think HSBC are extra cautious. After all, the CVC has to match before the order gets anywhere near the Pending tab. Most seem to be HSBC's inability to "read" Scottish addresses (e.g. flat 3f3, 2/2 Hamilton Rd) or not liking when a UK person places an order at 3am (which in my line of business is quite normal).

But to go back to the OP, there's no way Actinic can send you an email to tell you there's an order in the Pending tab. Not possible.

[TraceyHand]

Maybe they don't.

I'm surprised though. Secpay / paypoint send me an email for each payment detailing the level of verification achieved (and whether a callback is requested).

I have to admit I thought they all did this.

Mike

Actinic Payments doesn't either!
I have to admit, it's one thing I hated most about using AP and one of the most unsung features of the PSPs that do, IMO!

[Rollerboy]

I see, thanks for the replies.

To be honest, you need to be checking the EPayments fraud review all the time - if you can check Actinic and download orders, I don't understand why you can't go online and check EPayments

I'm not in the office very much... I am on the road a lot making sales.
I didnt really want the person packing orders for me to have access to the secure epayments site. I was happy with them just having actinic as their workstation.

So this is a bit of a pain.
Would there be any way of adding some code somewhere to trigger an email when hsbc gives actinic a response code 9?
Actinic obviously listens to the response code that tells it the payment has gone through. Why not response code 9 too?
Any code monkeys wanna engineer this hack for a fee?

[guccij]

I don't have a problem with my staff accessing EPayments. It's not like they can steal someone's card details

All they can do is view payments, bank settlements and make refunds or voids. They can also of course see what's in fraud review and presumably, a call to you to tell you what's in there would enable you to take a judgement on whether or not to proceed.

Alternatively, mobile broadband, a Blackberry or an iPhone in your pocket and you can do it yourself. I imagine you have at least some downtime in your busy schedule?

[Rollerboy]

Not an ideal solution as far as I'm concerned.
Initially 25-40% of orders were going into fraud review..
I want the office to run on its own, and dont want to be contacted regarding every 'fraud review' and neither did I want my staff making these decisions for me, especially on large transactions.

Most seem to be HSBC's inability to "read" Scottish addresses (e.g. flat 3f3, 2/2 Hamilton Rd) or not liking when a UK person places an order at 3am (which in my line of business is quite normal).

A quick call to hsbc sorted both those events anyway.. you can change the fraud settings..
1. so that only the postcode has to match.. that gets rid of the problem of people typing in variations of flat numbers.
2. you can switch off the 'odd time for a UK order' function too.

Still... I'd have liked actinic to be 'stand alone' as far as this goes... at lease an email trigger would be nice as TraceyHand said.

[Rollerboy]

All in all this actinic/hsbc set up is pretty shaky isnt it..
Customers are being directed back to my receipt page, even if their order goes into fraud review!!
So as far as these customers are concerned their payment is accepted AND they have a printed receipt for the order.. (i've just been sent one) but their payment has not actually gone through !!
Whats that all about?

[guccij]

Oh wtf can't be arsed. I do wonder why people use Actinic if they hate it so much.

[Rollerboy]

well you buy it expecting it to work.

I just did a totally bogus order to test it.. As if I'd nicked a credit card..
All card details correct.. billing address and delivery address totally made up.

Order went through fine... and I was directed back to my receipt page !

On the hsbc site the order goes in to fraud review!!

So a customer has a receipt from the shop and hasnt paid..!!

...and you think thats ok? oh dear.

[Rich Brady]

All in all this actinic/hsbc set up is pretty shaky isnt it..

With all due respect a lot as changed since the days of V7 and earlier. Ecommerce software and PSPs are very different these days.

Actinics most recent software comined with Actinict Payments would give you a red flag within the orders tab, through 3rd man.

well you buy it expecting it to work.

I just did a totally bogus order to test it.. As if I'd nicked a credit card..
All card details correct.. billing address and delivery address totally made up.

Order went through fine... and I was directed back to my receipt page !

On the hsbc site the order goes in to fraud review!!

So a customer has a receipt from the shop and hasnt paid..!!

...and you think thats ok? oh dear.

If you insist on using obsolete software then you have to work with what you have and if HSBC aren't going to send you an email then you need to check fraud review regulary, why wouldn't you.

Why don't you upgrade?

[Rollerboy]

Fair point...
good to hear things have improved.

Hard to believe though that thats how its been working for the last few years..
and actually... correct me if I'm wrong, but the integration with v9 and hsbc secure epayments is the same as v7 isnt it?

on another point... word in my ear is that v7 was the best actinic, and it got buggy and confusing since then... If you look at the forum viewing figures, you'll see that theres always lots more people viewing the v7 and earlier forum than the v8 or v9 forums.