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ID Confirmation after Paypal?! Seriously?

Support and feedback for Pianissimo virtual grand piano software

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JonInc
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Location: East of Santa Monica

ID Confirmation after Paypal?! Seriously?

Postby JonInc » Mon Dec 13, 2010 1:36 pm

I'm a longtime member of another very popular audio forum, and was there this morning, about to recommend Pianissimo to a prospective buyer, when someone else complained about your buying process and pointed to this thread (First post on the page):

http://www.kvraudio.com/forum/viewtopic ... c&start=15

Is this true? You use this "Avangate" to confirm ID on top of Paypal? Please confirm one way or the other, as I will post back at the other forum with your reply.


JD

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Acoustica Greg
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Postby Acoustica Greg » Mon Dec 13, 2010 2:21 pm

Hi,

You don't have to go through Avangate to use Paypal. There is a direct PayPal link on the main Pianissimo buy page.

Greg

JonInc
Posts: 463
Joined: Sat Dec 05, 2009 2:30 pm
Location: East of Santa Monica

Postby JonInc » Wed Dec 15, 2010 1:21 pm

Please read the post linked in the thread again. The user clearly indicates he was contacted by Avangate after completing the Paypal purchase. The email he got says the Paypal purchase was put "on hold" and would be released only after he proved he was in fact who he said he was.

Is this true - how Avangate works?? Was some mistake made? Or was this some phishing attempt (by an unknown outside source) for personal information?

I don't think I need to express how distasteful this comes off as -- considering that the purchaser thinks he's bought your product, only to be informed he's been put on hold" until he provides further documents.

If this is a mistake, then I'd think you'd want to clear this up, as you are most certainly losing business because of one user's experience and subsequent post in a popular forum.

If, however, this is truly how your process works, well, then you should confirm that here too, since right now, your prospective customers don't have a clue about the "hidden" extra hoops they'll need to jump through after Paypal.

I've provided a link to this thread at the other forum, so those interested can follow and see your official response.

Thanks.

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Acoustica Greg
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Postby Acoustica Greg » Wed Dec 15, 2010 1:44 pm

Hi,

My point was that PayPal users don't have to go through Avangate at all. There is a direct PayPal link on the buy page for Pianissimo. If you go to that page, there's a blue "Buy Now" button, but there's also an orange PayPal button below it. If you click on the orange button, you're just dealing with PayPal. If you click on a blue buy button, you're going through Avangate, and they offer a PayPal option, so this must be what TristezaOrange did.

But I see what you're saying. Apparently, the order you're referring to did go through about an hour after the customer sent in feedback. I'll post Avangate's reply below.

Greg

Additional order verifications are sometimes required especially for electronically delivered orders. There are cases where the customer IP address does not match the billing country or if the order is paid with PayPal, the name and email address in the online order does not match the one in the Paypal account. This might be your case also.

All orders that are not delivered or delayed due to security checks are refunded. Refunds might take several days, depending on your bank procedures.

Please make sure that we are doing our best to avoid any unnecessary steps in processing your order, and online shopping security is one of our major concerns.

According to our records, your order has been processed 1 hour later after receiving your feedback. Note that most of the times a simple feedback with more details, can always lead to order review and delivered products.

In order to get in contact and clarify such future incidents, please contact us at abuse at avangate dot com. We also treat customer-care incidents very seriously and in due time and we are always improving risk-analysis procedures in order to avoid such unhappy incidents and delay in processing whilst keeping a strong-eye on online-security.

Thank you for taking the time to notify us,

Avangate


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