Quick question about Nochex/telephone payments.

Sharon · Apr 4, 2006

Hi,

Can't wait for Nochex's response any longer (no telephone support!)...

If I get a seller account with Nochex, can my customers pay over the phone? Could I ask for their details and enter them online as if they were doing it themselves?

Some processors have this service written in the documents explicitly, but I can't find it on Nochex.

I just think I need to offer them as many methods of payment as possible.. cheque, BACs, online through Nochex, but understand some might not be happy with this, but I'm sure in the past have paid for something over the phone.

Or will I need a card machine by my side to do it? Arghh!

Thank you...

(I'm happy, the sun is shining. It's not raining. This hasn't happened for a long while in the Lakes and I'm just about to take the dogs for their lunchtime run!)

Whistle Ink · Apr 7, 2006

Hi,

Have you heard back from Nochex yet?

I'm not sure you are allowed to do this with Nochex. With Protx I think there is a back up system available that allows you to take details over the phone if the main system is not available.

It's silly that they don't provide telephone support - it's made even worse when they don't respond quickly via their preferred method!

Bye

Paresh

shopfrontuk · Apr 7, 2006

Sharon said:
Hi,

Can't wait for Nochex's response any longer (no telephone support!)...

If I get a seller account with Nochex, can my customers pay over the phone? Could I ask for their details and enter them online as if they were doing it themselves?

Some processors have this service written in the documents explicitly, but I can't find it on Nochex.

I just think I need to offer them as many methods of payment as possible.. cheque, BACs, online through Nochex, but understand some might not be happy with this, but I'm sure in the past have paid for something over the phone.

Or will I need a card machine by my side to do it? Arghh!

Thank you... (I'm happy, the sun is shining. It's not raining. This hasn't happened for a long while in the Lakes and I'm just about to take the dogs for their lunchtime run!)

Although its not the perfect solution you could use nochex for this - it just means for every customer you would need to type in all there details such as address etc.

Using the quick payment screen on nochex - also you need to make sure all the transactions are under £100 otherwise the customers need to be registered with nochex

Whistle Ink · Apr 7, 2006

I just remembered that I think there is a member of the forum who works for nochex - no idea what his profile is!

sparklyscotty · Apr 7, 2006

Hi there,
I was warned by Nochex about this. I was doing the exact same thing as you.. taking payments over the phone and entering the details they gave me. Apparently the problem is that the actual card holder is not reading / agreeing to the terms and conditions of the NOCHEX service, which is in breach of contract.
-Angel-

Robert · Apr 7, 2006

Whistle Ink said:
I just remembered that I think there is a member of the forum who works for nochex - no idea what his profile is!

The person who you are talking about no longer works at Nochex. I think his name was Simon.

However, the answer is you are not allowed to do this unless you get a proper merchant account with Nochex, and then only when you get permission fron Nochex to do this as it is not in their standard terms of use. You should also tell your customer that Nochex will appear on their CC bill.

Sharon · Apr 11, 2006

Thanks for this guys. I had PM'd Simon, I thought it strange that he didn't reply!

It took four and a hlaf days for their support team to get back to me, quoting 'Hi Sharon, no you can't take telephone payments using Nochex, hope this helps.'

Sweet and to-the-point I suppose! It's a good system, you can log on to check the status of your query at anytime, there's just no way to hurry it along!

I think we'll be going with Nochex though, they do seem to offer exactly what we're after other than the phone calls (our invoices will always be an exact figure, below £100 for the foreseeable future), at a good rate, with good feedback from people who use them...

Sharon

MarkPearson · Apr 12, 2006

Lets just say its most likely four and a half days earlier than paypal ever would!

.... don't get me started on them.

Nochex have a nice online forum were you can get quick answers to all questions.

Whistle Ink · Apr 12, 2006

Sharon said:
It took four and a hlaf days for their support team to get back to me, quoting

That is very unacceptable. Personally I don't have a problem with email/ support ticket service but they have to reply within the same day. Ideally within a few hours and that's not with an automated reply either!

If this is their preferred method of communication they should at least do it well!

Paresh

Sharon · Apr 12, 2006

Mark - I didn't know they had a forum, guess that will be invaluable then! Thanks, will check it out.

Paresh - It is unacceptable, but I'm gobsmacked at the poor customer service I'm getting generally whilst trying to start-up. The only two companies who have done it well so far are The Buzz Factory (thanks Richard!) and HM Customs & Excise!

I've been battling with one company since January 29th, to get a product that they state a 3-4 day turn around time for, yep, it's 12th April today, and still no banana! Don't ask me why we don't go elsewhere, endless list of long and complicated reasonings, including court battles!

A 4 day wait for Nochex didn't feel that bad considering - Barclays (business account with them) sent me a Visa card with the wrong name on, three times; they have taken 3 months, so far, to send my other half his details for online banking, which he has re-ordered 3 times (fortunately he just signs on as me, but don't tell them that!), and I'm too frightened to count the number of calls I've made to business advisors, accountants, web designers etc., that have been unreturned!

*jumps off high horse and runs back into shelter*

Sharon

Whistle Ink · Apr 12, 2006

Hi Sharon,

I'm sorry to hear that you are suffering from bad service. But believe me there are businesses out there that are good - some on these forums!

The Barclays situation is very bad. I would try and complain to the branch manager, business advisor and ask for a wriiten response to your situation. Get this investigated so it doesn't happen again.

There are useless people out there and I get pissed off when I don't get a reply. I don't care that it's not something I want to hear but I want a non automated response in any case. These kind of businesses I do not want as my customers, I will never go the extra mile for them (discounts etc).

Just to let you know I got this response today from 'No1chex the support tickets'

We aim to reposnd to all Support tickets within two workings days.

If you register for a Nochex Merchant Account, then you will be assigned an Account Manager who will be able to offer telephone support:

Load of crap in my opinion!

Keep smiling though and keep focused! If theres anthing I can help you with, let me know and I'll do my best!

Bye

Paresh

Sharon · Apr 12, 2006

Thank you! Interesting that they offer telephone support to their 'valued' customers - but only if you're big enough to have a merchant account! They ought to offer it to smaller companies too... nurture and help them grow into 'valued' customers!

In all the kafuffle with Barlcays, our dedicated business advisor, has moved onto another department, and we didn't get told. Have been trying to contact him for a phone number for three weeks, and still don't have a name for our new advisor... definitely a strongly worded letter winging it's way over...

Oh the list goes on, it's not just Barclays... but chin up, we're getting there!

A marketing company asked if we were 'dead excited' yesterday, I said no, just dead daunted... but then you get home, you get an email from someone, and you're excited again... I think whenever I feel daunted now, I'm going to hold a couple of emails in my head and look through them... the exciting results of a 'brain dump' I had with Richard Glynn (ukbf), and an email from dad, saying how very excited and proud he is already!

Sharon

VeryMark · Apr 12, 2006

Sharon, you did remember to check your business name to make sure it's free for use and think whether it should be protected as a trade mark?

Our website at www.crossguard.info has plenty of free info on this and generally on protecting your business identity, designs and know-how.

Freelancealot · May 6, 2006

Hi Sharon,

Yup, setting up business in the UK is fun, fun, fun!

It's all worth it in the end, though. I'm certainly glad I left the rat race of employment in London to work for myself in rural Staffordshire - my partner and I set up our Virtual Assistant business Freelancealot.co.uk, providing secretarial and editorial support and web services (design, development, accessibility, SEO, hosting, etc) both in the UK and internationally.

I wish you success in your new venture... and if you don't get calls returned from web designers, then please send me a PM with your phone number I'd be more than happy to discuss your requirements. I can also offer the benefits of using a virtual assistant to help get your business started from providing phone/fax numbers & call handling, audio transcription and word processing, PDF creation, proofreading and copy-editing, to web design and voice overs.

Cheers,

Tracy
Freelancealot.co.uk

She Says · May 9, 2006

The nochex forums are pretty good and you will get a reply quicker there than contacting nochex support. The link is on the top right hand corner of the nochex website.
hth
(Another) Sharon xx

ibscom · May 12, 2006

I am just setting up a website selling computer and telecommunications products for the home and small offices. I am looking for a payment processor to go with paypal. Is the service Nochex provides ok apart from the problems with telephone support or would you guys suggest going with someone else?

p.s. I understand peoples frustrations with Barclays as they took 3 weeks to set my business banking up and I only wanted one account.

However is a top sunny day and nearly weekend so I'm in a great mood.

p.p.s come on liverpool at the weekend!!!

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Quick question about Nochex/telephone payments.

Sharon

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VeryMark

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