Sage pay / Streamline - Void or Refund charges. Bit shocking!

[hargreaves56]

Hi

I have just discovered that when I we refund a customer we get charged the % fee on the transaction.

Sage pay say they have a void button their virtual terminal which we have till 12pm that day to click and not get charged.

I understand that Streamline / RBS Natwest are handling the money but this is a bit unfair don't you think? A lot of the scammers orders are over £1000 so it costs us £20 a go just to be nearly scammed.

Sure every eCommerce website are used to these sort of dodgy orders.

Is there a way to hold the payment if say all the checks aren't ticked, like address and billing match up?

 

[wayzgoose]

I think you can adjust all those settings from your SagePay account. Also, can you not set your website up to only accept orders to the cardholders address?

 

[alanc]

You can set up rules in SagePay like: 3DS is manadatory over £XXX.

 

[deniser]

We have it set up so that orders over a certain amount are authorised only and we have to manually release them to take the money. We did it for exactly the same reason.

 

[Sage Pay Support]

Hi,

You are correct in saying that Sage Pay offer a Void function, which is available up until midnight on the day a transaction is placed and would stop the transaction being sent to your bank, avoiding any Merchant Services charges.

If you PM me your details I would be more than happy to arrange a call to discuss other functions we have available as well as the fraud checks we provide to help prevent fraudulent transactions coming through in the first place.

 

[deadgoodundies]

I'm surprised that sage pay support didn't recommend that you have your settings for taking payment changed to deferred the post above
That way you are only taking payment once you ship the goods and have "released" the transaction (this sounds like what deniser is doing).

That way you can void at any time

 

[Sparx]

If I recall correctly, the acquirer (Streamline) credit you back the transaction charges on any refunds you complete [?].. They may be subject to a 50p (max) I believe deduction but that is about it..

If you want to clarify that, I would call Streamline's Helpdesk and ask them.

 

[JamiePMortimer]

I think OP is confusing refund with chargeback.

I suggest authorising transactions & checking them out before taking payment.

 

[allthebestuk]

We were having a lot of these problems until speaking to Sagepay support who were really helpful and put a number of settings in place for us to help us avoid fraud. Definitely worth a call to them to discuss. Fingers crossed it's working pretty well!

 

[Sage Pay Support]

Hi,

One other point of note, if you are unable to use the void function and do still need to process a refund, the likelihood is that you will pay a transaction fee to your merchant bank, regardless of who they are.

However we do offer a Merchant Service package in partnership with Elavon which offers competitive pricing including zero transaction charges on refunds.

If you wish to discuss this further please let me know via DM and we will be happy to contact you again.

 

[barry7281]

[FONT='Verdana','sans-serif']It might sound unfair that the bank charges you on this transactions the % for processing plus around 50p for a refund but you have to understand that it is not the banks responsibility to fraud check each transaction that’s part of the Gateways service as in this instance Sage pay. All the bank do is take the money from your customer’s card and transfers it to your bank account. Each time you process a transaction the bank gets charged by Visa or MasterCard so it does not make sense for them not to charge you. what Sage pay is offering you from Elavon free refunds all they are offering is that you will not be charged the 50p refund fee but you will still be charged % for the processing so this is no solution....... I might sound biased now I work in the merchant service industry with a big international company and take my advice if you ever plan switching from your current provider switch to any other but Elavon.[/FONT]
[FONT='Verdana','sans-serif'] [/FONT]
[FONT='Verdana','sans-serif']Now the solution for you would be that you set your gateway to capture your transaction but should not actually process until you confirm the order so you won’t get charged unless you confirm the order. When a customer places an order the gateway will do all security checks on the card but as I said it will not process the transaction so in my view that’s the best way to avoid you getting charged for nothing.[/FONT]
[FONT='Verdana','sans-serif'] [/FONT]
[FONT='Verdana','sans-serif']You can PM me if you have any more queries[/FONT]