Hi, Last day we had a client signed up from digitalpoint for a dedicated server, and we asked for his verification. And we've following responses, what should people do in this kind of situation. http://forums.digitalpoint.com/showthread.php?t=2550038
1/ We are not sure why you need to verify this client's payment to the extent of requesting a copy of his passport etc. ? PayPal have their own payment verification processes and as such guarantee payment to you. Clients actually choose PayPal is for the privacy they offer their clients with some of their payment details etc. 2/ We also cannot find any information within your terms and conditions to advise clients of these payment validation requirements. 3/ Of course fraud is a big problem within our industry and vigilance in this area is to be encouraged. We also contact each client who signs up to verify they placed the order and payment etc - but you may encounter this situation again in future if all your clients are asked to provide copies of such detailed ID just to validate a hosting plan - which is always subject to your ongoing T&C's anyway. 4/ Lastly, we would not wish to exacerbate the situation by prolonging such a dispute and debating it in a public forum like this. We suggest you contact your client direct and either resolve the situation to both your satisfaction or refund the payment. Good luck.
Paypal have verified users identity, that is correct. But their are many cases like un-authorized access payments, which causes problems. Also refund has been issued already.
Paypal have verified users identity, that is correct. But their are many cases like un-authorized access payments, which causes problems. Also refund has been issued already.
NO i am not satisfied, i paid for a server that i needed and they received the money and i waited 5 - 6 hours and still i had no server, then i get an email saying that i need to supply passport or license to prove my identity, my current server is having huge problems i have 15 or so sites and i needed the server, and then i find out they they want me to do this. I could easily prove who i am, but not using my passport or license. All i want is a server so if they think i am going to give them these details? it ain't going to happen.
You bullshit too much, because my payment was INSTANT there was no waiting or pending for my payment and that is because i am a verified paypal customer with a Private and Business Account, so don't tell me you didn't get instant payment, so your argument about Un-Authorized payment with ME is crap. Proof of INSTANT Payment below: Charge from Credit Card (Unique Transaction ID 86V886730E207060J) Total amount: $69.87 AUD Fee amount: $0.00 AUD Net amount: $69.87 AUD Date: 8 Sep 2012 Time: 17:37:49 AEST Status: Completed Your transfer from your credit card to your PayPal account is complete. Subject: Credit Card Funding type: Credit Card Transfer from: Visa Card XXXX-XXXX-XXXX-2599 This transaction will appear on your statement as "PAYPAL *9XHOSTNET".
5-6 hours and no server? Most companies will take 24-72 hours to deploy a server, especially if it's a custom configuration, i.e. drives, RAM, etc. Expecting a 5-6 hour turnaround on a $70 server is obscene. Secondly, if there is any possibility of fraud, or certain items in the sign-up process trigger potential fraud, there are countless companies who will ask for additional verification, i.e. photo ID, etc. Some of the largest web hosting companies in the world operate in that manner, especially with the more expensive products like dedicated servers. 9xhost, it's simple. Refund the money and move on. You don't want to deal with a client like this anyway.
Yes right, server deployment takes time. And we have already refunded him like 18 hours ago (right after he opened dispute) You can see the time difference in emails here : 08/09/2012 02:37 - Invoice Payment Confirmation 08/09/2012 03:37 - 9xhost Account Verification Then he opened dispute (Without even contacting us) 08/09/2012 09:25 - Invoice Refund Confirmation
A well considered answer. The client sounds like an idiot, small child, or spoiled brat, and I wouldn't want him as a customer. Asking a customer for proof of ID is nothing new and if the company is not satisfied with the details it has then it has every right to ask for further details or proof - or decline to do business with them. Saying it is an invasion of privacy and acting like that is not normal behaviour. However.... That's one of the problems with automated payment systems - you're not really in control of the transaction. We've removed our dedicated servers from automated payment, and our Terms of Service make it clear that if a user submits an order it not an acceptance. We will confirm we've received their order but note that there is no contract in place until we accept it.. We will check their order first and if we need further proof of ID we'll ask for it. If the customer won't/can't provide the information we need we don't accept it, and no money changes hands. The difficulty you have is that you accepted payment, and unless your terms are specific about how orders are processed i.e. it says something like "all orders must be checked manually before the contract is concluded, acceptance of payment is not an acceptance of your order just an offer to treat" - speak to a solicitor about the exact wording. If it doesn't, it could be said that the contract was concluded at payment (I notice you're a UK company). You would then be in breach of contract if you didn't supply the server. The best thing to do is refund the payment immediately - they might want to sue, or be a keyboard warrior and threaten to sue, but if they suffered no loss then they would be on a hiding to nothing. How could they have suffered loss in the couple of hours you needed to make a determination? If you get any sense that something isn't right about the customer, or it seems their expectations are not realistic, then just refund the money immediately, say that you're sorry you can't help them, and forget about them. Do it immediately. Don't delay. No customer is worth hassle like that. And don't get involved in public spats. Fortunately for you the customer has completely unrealistic expectations of instant gratification and sounds like they would be a nightmare to work with and inflated opinions of themself, but some customer are much more considered and much more vicious. Just avoid them completely. I'm so glad we got out of the bottom (low priced) end of the dedicated server market. Now our cheapest dedicated server is over £300 ($450) and our most popular configuration is £460 ($690) per month and involves speaking to customers about their order as every server is custom-built. Profits are up, hassle is down, and these are grounded business people who often don't mind waiting up to 14 days for a specialist part to be delivered. It's a much better market to work in where customers become friends, and nut-jobs with expectations of personal servitude in return for $10 margins per month don't exist.