Quote:
Originally Posted by AvsTgp
I am sending ccbill the member list and they will review it so far the info they gave me does not match the subscription numbers I will keep you posted, meanwhile if 200 members had access to my site on any given month without paying then yes that fraud, whether its done purposely or maliciously is yet to be seen so all of the people ready to close the issue because ccbill finally responded after this should have been dealt with years ago GFY
I have never seen such a bunch of kiss asses, and thank god i went to the boards because I finally got some attention to the matter, and at least maybe some other webmasters can tighten up now!
|
Hi AvsTgp and all,
I don't normally post to the webmaster forums as Paul and Corvette have always been valuable resources to the community, but I thought it prudent that I do so now to help clarify some recent concerns. I am the director at CCBill that oversees all Client Support functions for CCBill clients and partners.
I am always happy to see support threads posted to GFY and other community forums. CCBill is, and always will be, focused on providing quality support to our community of clients and partners. The community forums have always proven to be an excellent medium of support communication to ensure that all of our clients and their partners are receiving quality support.
I just spoke with Paul and he is currently reviewing the list of usernames that were sent to him regarding the username and password discrepancies. While Paul is working on that I wanted to offer the following for the sake of clarity regarding CCBill's user management services.
When CCBill attempts to add a username and password to a client's authentication system we first send the username along with a random password to ensure that the username is available. The process of sending a username along with a bogus password to check username availability is a process we call 'Subscription Reservation'. The reservation function ensures that we are adding a valid username and password to the program that the customer has chosen. Upon receiving a successful response from the program's authentication system we move forward with processing the transaction.
Subscription reservations can be cancelled and terminated for many reasons but the most common is transaction decline. When a subscription reservation is cancelled CCBill attempts to remove the username and bogus password that was added to secure username validity. Unfortunately, when the command to remove the username fails, the username and bogus password can remain in the program's authentication system for an undetermined amount of time until a successful response is received during later attempts to remove the reserved username.
We have consulted with our product maintenance team regarding the specific issue that was brought to our attention via this thread. What we found were 2 telephone billing reservations, which were not confirmed by the customer, and 4 declines. We have also identified that there have been negative responses from the user management script in question that prevented our system from successfully removing the declined reservations.
There is also some concern regarding the recent Jpost error emails that were delivered to some of our clients recently. That issue has been resolved for some time now but I will be happy to offer additional information. We were experiencing some isolated lag on our satellite servers when sending out user management instructions. Because of this lag some customers were not able to log into the programs that they had recently purchased access to. The lag caused an approximate 5 to 10 minute delay between the transaction being finished and user credentials being updated. When this happened we had an enormous influx of customer communications and we quickly identified and resolved the problem. Although the problem was addressed quickly, our Customer Support department was following protocol by contacting each program owner individually to identify a possible problem with user management following a customer complaint. CCBill takes many proactive measures to inform our clients and partners of problems that could potentially affect sales and this was one of them.
While Paul is busy working on attending to individual concerns I want to further extend my gratitude for bringing this particular problem to our attention via this thread. My goal, and CCBill's goal, is focused on offering the best support that our industry has to offer. If there are ever any questions regarding CCBill functionality and support please do not hesitate to bring those questions and concerns to our attention via the medium that you feel most comfortable using. The CCBill Client Support department currently has 20+ resources monitoring various community forums around the clock for support related issues and we always welcome each of our clients and their partners to address their needs via a medium they are most comfortable using.