PROTX to become Sage Pay?!

[TraceyHand]

In regards to the branding and peoples confidence - I can report that the growth of both transaction levels and application levels has remained unchanged;

YOUR growth, perhaps, but NOT ours (the merchants...YOUR customers!)
Many MANY businesses rely on REPEAT custom and for a website you've been visiting to suddenly present you with a differently branded page, with no warning whatsoever (from the customer point of view) is unnerving AND deterrent. Not to mention the fact that WE didn't even know

[grantglendinnin]

YOUR growth, perhaps, but NOT ours (the merchants...YOUR customers!)
Many MANY businesses rely on REPEAT custom and for a website you've been visiting to suddenly present you with a differently branded page, with no warning whatsoever (from the customer point of view) is unnerving AND deterrent. Not to mention the fact that WE didn't even know

One of those days, eh. Must admit I agree with every comment made - the rebranding attempt has been a major hiccup and has no doubt lost us - the merchant, the Protx/Sage customer - sales.

Now the PSP war is turning into a major dilemma - do we go with the virtually unheard-of Actinic Payments...or the virtually unheard-of Sage Pay? The former sounds good

[Joe_SagePay]

Hi Tracey,

Let me apologise; I was in no way trying to aggrivate with that statement. I am only here to try and offer help. I merely meant that after reports of peoples concerns with transaction levels, I did some research to see if I could notice a trend (IE from other customers, other channels) and there was nothing there to suggest that the rebrand had negatively impacted the number of transactions we processed overall, on a given day last week versus a given day the week before.

This doesnt mean that individual merchants may not have had problems, I am only trying to help look into peoples issues for them, provide answers and do some research to back it up, rather than just assuming that 'we' are right. I dont believe that is the way to treat customers at all.

Protx never actively marketed itself to anyone. We had no real external advertising/marketing over all the years that I worked there. Obviously it was through exposure that the brand garnered trust from end users. Given that we are many (many) times the size that we used to be, the number of people seeing the Sage Pay brand on a day to day basis has increased dramatically. Couple this with the fact that we have a number of marketing campaigns both running, and planned, I not only think that we can match the faith people had in the Protx brand, I believe we can surpass it.

I do appreciate though that this may take some time, but, and speaking only personally here, I dont think it will take a long time.

I am very sorry if your experience has been negative. Thats the last thing that I want. I mentioned earlier that we will work incredibly hard to promote Sage Pay and make it the choice for customers wishing to pay over the internet in the UK and I have absolute confidence in that.

If youd like me to call you to discuss this further or anything else, please let me know.

Kind regards,

Joe

[jonsurf]

How do I manually change URLs from Protx to Sage?

Hi

How do I go about manually swapping over the payment URLs from Protx to Sage so that it goes straight from the checkout to the Sage page rather than going to Protx and then re-directing? I'm not planning on getting any Actinic updates so need to be able to do it manually.

Any help would be much appreciated.

Cheers

Jon

[Nick C]

Is this what you're looking for Jon?

http://www.sagepay.com/SagePay-Devel...angingURLs.htm

[Darren B]

Hi Tracey,

Let me apologise; I was in no way trying to aggrivate with that statement. I am only here to try and offer help. I merely meant that after reports of peoples concerns with transaction levels, I did some research to see if I could notice a trend (IE from other customers, other channels) and there was nothing there to suggest that the rebrand had negatively impacted the number of transactions we processed overall, on a given day last week versus a given day the week before.

This doesnt mean that individual merchants may not have had problems, I am only trying to help look into peoples issues for them, provide answers and do some research to back it up, rather than just assuming that 'we' are right. I dont believe that is the way to treat customers at all.

Protx never actively marketed itself to anyone. We had no real external advertising/marketing over all the years that I worked there. Obviously it was through exposure that the brand garnered trust from end users. Given that we are many (many) times the size that we used to be, the number of people seeing the Sage Pay brand on a day to day basis has increased dramatically. Couple this with the fact that we have a number of marketing campaigns both running, and planned, I not only think that we can match the faith people had in the Protx brand, I believe we can surpass it.

I do appreciate though that this may take some time, but, and speaking only personally here, I dont think it will take a long time.

I am very sorry if your experience has been negative. Thats the last thing that I want. I mentioned earlier that we will work incredibly hard to promote Sage Pay and make it the choice for customers wishing to pay over the internet in the UK and I have absolute confidence in that.

If youd like me to call you to discuss this further or anything else, please let me know.

Kind regards,

Joe

you have different types of intergrations, those using "form" are the ones probably noticing the problems.

Reading this im glad i have cancelled my account, unfortunately Joe, sage does not have a very good reputation for customer service, so your probably find a small amount of resentment even if the two are not directly connected.

[animal dreams]

Corporate Arrogance

In my view Sage have screwed it for the time being. This re-branding is a real step backwards.

Introduce Sage Pay for new accounts by all means and build the brand confidence BEFORE forcing your bread and butter customers to switch. Most consumers have never heard of SAGE let alone SAGE Pay. At least PROTX had some brand recognition amongst online shoppers. This is typical of the finance industry - Corporate Arrogance prevails!

Anyway, too late - our cancellation is in today.

[oliveorganic]

Okay, so we've got the big list of old protx url's and the new sagepay url's. As you don't change this sort of thing every day, I haven't a clue where to actually find the url's to change them. Any idea how to get to them? Anyone?
Thanks in anticipation!

[Joe_SagePay]

Hi Oliveorganic,

If you could perhaps PM me or email me through the forum your contact details I'll try and have someone contact you to help you with the URLs.

I'm also aware that we will be working with Actinic to bring out a patch that changes these URLs for you, so it may be worth holding on until then. If you wish I can try and find out some more specifics regarding the release of this.

For those that are unhappy with the service they are receiving from Sage Pay, please contact me directly and I'd really like to try and speak to you to discuss your issues and your worries. I might be able to help

DarrenB - I do appreciate your comments. If you are not happy and I cant change that, then I totally respect that view. Obviously I'd love for you to stay with us as a customer but ultimately that decision is yours.

I guess I'd just like to say, if I can, that since the acquisition of Protx by Sage a couple of years ago, our support department, what could be considered the 'Protx' support department (obviously now Sage Pay Support) is about 6 times larger than it was, courtesy of Sages investment in us. We also have 24/7 support which we have introduced ourselves (other parts of Sage do not offer this as far as I'm aware). We removed the annoying phone queue system (push 1 for sales, 1 for support etc) and we do strive to offer the best support we can.

I appreciate at the moment that we are very busy with calls and tickets and as such the service may not be reflective of the last year or so, but I hope to see things return to normal levels as soon as possible.

I'm sorry to hear you have cancelled your account with us, I respect your decision and wish you the very best of luck with your business.

Anything else that I can do to help, please let me know.

Kind wishes,

Joe

[Darren B]

DarrenB - I do appreciate your comments. If you are not happy and I cant change that, then I totally respect that view. Obviously I'd love for you to stay with us as a customer but ultimately that decision is yours.

To be honest Joe, the endless emails telling me my settlement to the bank had been delayed yet again was probably the thing that pushed me too far. Anywere between 3 to 6 a month is more than a small hicup.

Then we go back to the endless problems of the server changes / upgrades were many people on this forum lost £1000's and the only thing that came from PROTX was a half hearted letter from a director and promises it would not happen again.

Im guessing you are all to familiar with this, so you will also know of the promises made that this sort of thing would not happen again and that proper testing would take place. http://community.actinic.com/showthread.php?t=32002

I shall not go on about problems from the past, but more to make the point it seems nothing has changed.

But i do thank you for your commitment to resolving people issues and i dont doubt you are as good as your word.

I wish you guys well

[oliveorganic]

Thanks Joe. If there's a patch coming out soon, that might be easiest for me so I'll hang on. We've got a few months so hopefully something will be sorted out. If not, I shall mail you. All my payments are going through ok so don't want to tempt fate by mucking about with it just yet! Cheers.
Pauline

[Joe_SagePay]

Hi,

Thanks Pauline!

I'll do my best to keep coming back to this forum and others, so when I hear more, I'll let you know.

Best wishes,

Joe

[Joe_SagePay]

Hi,

As it happens, one of our developers is working this very moment with the great guys at Actinic to put together some instructions on how to make the changes in a step by step format.

There will also be an upgrade available later on that will make the changes for you, so you will have options!

Theres my update; I'll let you know once it's 'out there'!

Kind wishes,

Joe

[acompton]

I thought I'd go against the flow here and say that I have had no problems since the changeover and that drop-outs at the payment stage are no more than usual (actually very, very few).

[Nick C]

I've had almost no problems so far, but while running tests, I notice that the default cancellation page on the Sage server is an old Protx page including a Protx email. This doesn't look very professional, especially when I've tried my hardest to make Sage brand obvious through our small website.