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Comments
All but those on your IPv6 naughy list.
1) A lot of people that pay in alipay/crypto rolled their head on their keyboard when filling out account details. I'm pretty sure "ASDApqeiqlejwad" isn't their actual address (as an example).
2) There's no official way to trigger fraudlabs to scan a user. It's possible I could write a hook to try to validate, but that doesn't validate whatever paypal/credit card they will use to pay.
As a host I have no doubt you've seen people signup with valid details, only to then get paid by a UK credit card in some random females name.
Francisco
What do you mean?
MannDude is well known from Chicken Rock to the Point of Ayre.
Honestly, now that I have everything cleared up, and know that I needed to pass fraud records I would be happy to retry but as stated I cant.
It seems in the future customers will be required a masters degree in WHMCS to allow them to buy something.
Providers need to understand their customers doesn't have to know how their billing panels work entirely or under the hood.
WHMCS, HostBill, Blesta or a custom one, experience should be the same. If the software is not clear enough and you don't have the resources to make it better, it's your responsibility to communicate better.
Karen is a bit grumpy. Honestly I had to read the ticket more than once to understand what she wanted.
Its not something a customer would find logical, so could be explained better than in 1 quick sentence.
TL;DR;
no. it clearly says the opposite from the beginning.
you were to lazy to read and probably thought of 'shut up and take my money' - which in this case wasn't what they wanted.
probably best to part ways then. you might not be the right fit for this provider as he might not be to you. simple.
consider reading comments in this thread? I ain't the only one.
yeah, I know. to quote @Nekki : fucking millenials.
:-P
You can open a new ticket. She's willing to give you another shot at things, just gotta work it out.
Karen's actively working on fleshing out her replies more and formatting things a bit better.
Francisco
Don't push the red button!
I agree it says what he needs to do in the beginning, but she didn't have the intention to make it clear enough.
I think she was the lazy one in this case.
rare chance. @skorupion quick tip: try to be more verbose and polite. the ticket system isn't a chat or internet forum. just because you feel familiar with the host of your choice from around here, doesn't mean you should be lazy in such communication.
I can only recommend to take the time and add salutation and greeting each time. usually the support agents will do the same and it shows some kind of respect. it's like writing letters. you wouldn't hand over a ripped piece of paper with a scribbled note, would you?
no offense meant, just saying... often gets you easier what you wish for ;-)
ye, I should stop acting like @Nekki
na, it's clearly a text block which makes total sense to use in support, as the case won't be the first nor the last one. also less error prone, if you always send the same. doesn't have to do anything with lazyness, that's not how customer service works ;-)
Red buttons are there to be pushed, always.
I'd assume Nekki is very polite when talking business. I can't see him taking his forum persona into a support ticket and it going overly well
Still, you're welcome to ticket and Karen will help you through things. She's already been spending the past bit revising her pre-defined replies for these things to be clearer/formatted nicer.
Francisco
In regard to that, I guess both parties (no offense intended) could benefit from reading Dale Carnegie's all time classic "How to win friends and influence people" ( https://www.amazon.com/How-Win-Friends-Influence-People/dp/0671027034 ). There is a reason why this book is so popular
2021, The Year of Involucration, has not ended yet.
I understand, it will work most of the time. But if you see something is not understood, you don't keep pushing the same message, you communicate the same in other words. That's customer service.
Of course there will be occasions when other words won't work anyway
I am eagerly waiting for the day Fran breaks down, weeps, and declares that he is done with this shithole.
Just to clarify, I am not Francisco, tyvm.
Now to enlighten the "issues" with billing.
Please understand that when it comes to money and validation, it is a very short list of what is required for this process. I abstain from trying to go around the tried and proven methods and I am not going to start to try to allow anything to go around these as well. If that comes as a bit strict, then i am guilty as charged but we do have a splendid rep with Stripe and Paypal so these methods do work.
As for the way the ticket was replied to, I am not a mind reader but I also believe if you have queries then by all means ask.
Very easy to ask "what do you mean by or what does blah blah blah means to make sure I understand" and if so, then I would do my best to try to answer with a better way of phrases.
I also have use of google translate as I get plenty of tickets in other languages that need to be addressed, but as English is the first language then the reply provided is English.
Up to the client that receives the answer to advise if they understand or not and then we can work from there.
Well said. Trying to understand the other person and giving salutations (like @Falzo mentioned) can go a long way.
"Success in dealing with people depends on a sympathetic grasp of the other person’s viewpoint." - Dale Carnegie
to beat @angstrom ...
congrats to your first comment
you are kind of a celeb around here. and now at least @skorupion can put as achievement on his list to get you out of the shadows. ^^
Ah the response of someone that can’t just own up to making a mistake. You’ll go far in support. You’re exactly what makes support such a shithole experience for customers.
uh look who's butthurt. did really hit you in the heart back then? give your mum a hug, you'll feel much better quick.
Is it safe to say the fraud check is rely tied into CCs and not crypto... I am slow learner but that's a bit creepy - not against FranTech but like overall creepy (and possibly cool somewhat)
I fully agree, please check the client responses from the original ticket. I don't think "I'd like to proceed" gives much of a clue for a possible misunderstanding ;-)
I would guess that the fraud check takes several pieces of data, such as the name provided, the email provided, the name on the credit card and billing address data. Then determines a risk level, which could be as simple as “yes” or “no” but maybe has more levels in between and hits a high mark if the data is in a known fraudster list.
You don’t get all that data with crypto, you’d only get one side of it, like the billing name and address, but nothing to compare to (meaning it could be made up)
I wrote. a pretty extensive hook for WHMCS that handles payment lock downs, fraud skipping, and our "Premier Status" system.
--- Paying this way also "locks" your account so you can't pay with paypal/CC's either.
--- As a perk though, after 181 days your account will automatically promote to 'Premier Status' which means you can pay with any pay method, skip fraud checks, and get automatic provisioning.
Building this was our way of helping users that get stuck on a weekend waiting for an order. Instead of 'allow all orders to auto provision and then cleanup afterwards' which many hosts do, this covers our butts for the most part.
We average < 1 chargeback a month throughout all payment gateways because of these checks and systems. In a given year we get < 10 chargebacks throughout all payment methods.
Francisco