Blazingbucks Response
After leaving the office sicker than a dog yesterday, I wake up to hear about this issue. Which made me even sicker!!! so, first off, I apologize for not responding sooner.
In any event... please hear me out....
The support received by "Barefootsies" is simply not acceptable, and I am looking into this matter in detail.
I am reading into 2 issues here.....
1) The re-population of a pre-checked xsale after the initial CC submit was declined, and the pre-check was in fact UN-Checked. Then the cascade took effect, and apparently, the pre-checked appeared again, but not Un-checked as previously submitted.
2) The repeated attempts to contact support for resolution, and the frustration of not being able to contact them for 3 days.
ok.. so, regarding issue #1)
I will be bringing this to the attention of the billing dept, and try to implement some scripting that will carry over the Un-checked xsale to subsequent cascaded join forms. I am fairly certain this wont be an issue to implement in the case of a decline, and the process goes from our multiple banks for approval within the cascade of our gateway. However, if the cascade goes from our multiple banks in our gateway, over to our secondary billing process which happens to be Epoch, I doubt very seriously that the previously submitted form with the UN-Checked option will carry over to the Epoch join form, and the surfer will certainly need to UN-Check the xsale again.
Regarding issue #2)
I will be contacting the billing support dept and make some inquiries as to why "Barefootsies" experienced so much difficulties in making contact and more importantly getting a satisfactory response.
I can assure everyone, that our billing and member support is at a very high level. Unfortunately, there are always situations that occur that make it appear otherwise, as evidenced with this incident. I know for certain that billing support takes care of support issues very efficiently, I receive cc's of every email correspondence of issues and disputes. In addition to that, we have a very solid member support system located at
http://members-services.com and, I personally manage these support requests on a daily basis. Many of these are related to unknown xsales issues, and in EVERY case of this, a refund is issued without question.
Regarding the issue of xsales, unfortunately, we had to resort to the addition of prechecked xsales in order to maintain a profit margin, especially with affiliate related sales. We maintain a very visible xsale option on our join pages, and never hesitate to issue credits and refunds to those members who inadvertently process without knowledge a prechecked xsale.
I firmly believe this issue that "Barefootsies" experienced is isolated, I rarely receive complaints from members who have trouble reaching billing support directly. I will certainly be looking into this in detail to find out exactly what went wrong with our billing support.
I welcome anyone here reading this thread to contact me personally as many have done in the past to discuss this further.
Best regards,
Mark Blazing, GM and part owner of Blazingbucks.com