We have just started using HSBC secure e-commerce for card verification from Actinic.
All works well (of course)... except...
When a customer's card fails verification, the HSBC server doesn't itself inform the customer, but returns the customer back to our site.... into Actinic, with a really uninformative error message and an error code. Actinic displays that error message in the browser.
The confusing part for the customer, is that the message doesn't really tell them (in simple words of one syllable) what went wrong. The click to continue drops the customer back to the order confirmation page... where they try again..... and so on. Eventually after a few attempts, they just give up. (After 3 abortive attempts, HSBC just blocks their IP address for 24 hours too - and counts the attempt as possible fraudulent).
When downloading the orders, we see them in the "Payment pending", with all their details. And at least we can phone them.
However.... is there any way of having Actinic show them a screen to say *what they did wrong* ? - something that interprets the error into real language that the customers (bless them) can understand.
Errors can be caused by simple things, such as:
a. no space in a post code
b. incorrect entry of the name (not as it appears on their card statement)
c. address not matching their card statement
(it appears that even capitalisation is important, and the verification
check appears to be somewhat over-sensitive)
d. authorisation declined
I have covered all those things by adding bold text on the name & address entry screen... but hey... customers don't read ;-)
Cheers
Rod
All works well (of course)... except...
When a customer's card fails verification, the HSBC server doesn't itself inform the customer, but returns the customer back to our site.... into Actinic, with a really uninformative error message and an error code. Actinic displays that error message in the browser.
The confusing part for the customer, is that the message doesn't really tell them (in simple words of one syllable) what went wrong. The click to continue drops the customer back to the order confirmation page... where they try again..... and so on. Eventually after a few attempts, they just give up. (After 3 abortive attempts, HSBC just blocks their IP address for 24 hours too - and counts the attempt as possible fraudulent).
When downloading the orders, we see them in the "Payment pending", with all their details. And at least we can phone them.
However.... is there any way of having Actinic show them a screen to say *what they did wrong* ? - something that interprets the error into real language that the customers (bless them) can understand.
Errors can be caused by simple things, such as:
a. no space in a post code
b. incorrect entry of the name (not as it appears on their card statement)
c. address not matching their card statement
(it appears that even capitalisation is important, and the verification
check appears to be somewhat over-sensitive)
d. authorisation declined
I have covered all those things by adding bold text on the name & address entry screen... but hey... customers don't read ;-)
Cheers
Rod
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