Who let the dogs out at Worldpay

[quikshop]

Who in Worldpay signed off on the ludicrously appalling changes to the Worldpay admin system, and why are they still working for them :|

They have somehow managed to take an excellent, efficient, secure and user-friendly system and replaced it with THE WORST user-interface I have ever seen. Even as a techy sort I find it almost impossible to use.

Its navigation is confusing and cryptic, the interface uses tiny writing and randomly positions action response messages, opens new windows seemingly at random and previously accessible important account information is now either not displayed at all or tucked away in a sub-menu of a sub-menu.

It looks and works as though its been designed and approved by a collection of techies who sit in dark rooms sporting healthy monitor-orange glows and talk about mana pots and bonus dmg all day. The idea of someone who doesn't understand binary reverse engineering using their system just didn't occur to them

If thats not enough to put you off Worldpay as a serious PSP option, they have now taken away certain security aspects of their system that used to be included for free and made them into a paid-for bolt on to their system


Until someone with some human-interaction experience sorts out this Worldpay mess, I can no longer recommend them as a serious PSP choice for eCommerce business.

 

[Ozzy]

Mate, I can only agree with you. We have used Worldpay for years but these recent upgrade is both NOT userfriendly and IS unreliable. We are constantly getting failed Callback messages but when we check them almost all the callbacks were actually successful - but we have to keep checking them because sods law the one we ignore would have really failed - wasted hours of our time.
Its appalling!

 

[peterjhale]

I find sometimes Worldpay is rejecting any payment that has even the slightest whiff of a fraud and the next day lets everything through (you know the sort, card registered in UK, IP address in Ivory Coast)

Crazy

 

[Hire4]

Quikshop - if you hate what they have done then make sure you let them know how disappointed you are.

 

[quikshop]

Quikshop - if you hate what they have done then make sure you let them know how disappointed you are.

I have but they are so brow-beaten by disappointed customers it's just another rant to them.

Another top example of the mess they are in; Worldpay provide a javascript link to include in your web site which displays the Worldpay logo and images of the cards your account (installation) can accept.

They changed the javascript link 3 days ago but didn't tell anyone!! Thousands of Worldpay customers had their logo and card images vanish overnight and didn't know why, including us!

When I spoke to Worldpay yesterday about this the 'technical support' guy said that they had not been told by the upgrade team that the javascript link had changed.

To describe them as headless chickens would be an insult to the chickens

 

Totally agree, the new interface is appalling, I have always been an advocate of Worldpay but now I feel almost ashamed! It is nigh on impossible to figure out where anything is in it, topics are labelled in an illogical manner so you click on something expecting it to be one thing and finding its not that at all, the section which is supposed to tell you what payments have been received and when they will be paid to you NEVER has the correct information there so I actually dont have a clue what has been paid and what hasn't other than by manually reconciling it for myself against bank statements.

Also the level of fraud prevention is now minimal and inconsistent, I have lost the previous ability to see IP addresses against orders to check if they are actually in another country placing an order - this is now part of a service which would cost me extra - and its letting through orders which are fraudulent from countries I previously had blocked so I guess they didn't even bother to carry across customers previous settings! I dont appreciate having to be the one to return £800 from an order that was blatantly fraudulent and that they shouldn't have let through in the first place, just so that I don't incur a chargeback - the only saving grace was that because I combine mine with Streamline, they were actually on the ball and had spotted what was a very obvious fraud themselves.

HOWEVER, Worldpay is not cheap to set up, and isn't the very cheapest rates around, so the fact that they are now placing me at risk is not something which should be acceptable.

I suggest whoever thought up this ridiculous version of a previously very good and intuitive system should be sacked! Why they didn't think about actually getting a service user group to test it out before inflicting this on us is beyond me.

 

[spiritadventures]

I'm glad I am not the only one who is coming up with problems with this new system - I thought I was going mad!!!!

Does anyone else have to put in their login details twice before they can access the system. I put one lot in and press login and it takes me back to the screen. I have to repeat the process again and then it log me in...

Maybe I am going mad?!?

 

[SillyJokes]

Yes, you are going mad.
My diagnosis: exposure to the new WorldPay interface.

We have also discovered to be a royal pain.

I have been brow beaten over the years not to be change adverse but this one really takes the biscuit and I'm glad it's not just me being too stupid to understand the new admin area.

They seem to have forgotten that most merchants are not techies like themselves and just need to do some house keeping.

I couldn't even refund someone promptly yesterday because their original payment doesn't show up for three hours - makes us look bad and a real retorgrade step.

 

[spiritadventures]

Yes, you are going mad.
My diagnosis: exposure to the new WorldPay interface.

I couldn't even refund someone promptly yesterday because their original payment doesn't show up for three hours - makes us look bad and a real retorgrade step.

Yes- payments are so slow to come through. I offer a priority delivery service for orders before 11am. My courier usually comes about lunchtime. Therefore, I cant even check the legitimacy of an order before despatch!

 

[razzles]

Hi

#7
We have the same login in trouble have used three pc's and all the same. When you enter the 2nd time, says last login seconds before the time you logged in.

Also hard to understand what to authorise, as we have ours set up as pre-authorise, caputed, settled etc.

 

[Blush]

I spent ages yesterday trying to find payment that had been captured about 4 weeks ago to refund.They had returned for a larger size which I din't have.It was a nightmare trying to actually find the payment, their search facility is beyond ridicolous

 

I spent ages yesterday trying to find payment that had been captured about 4 weeks ago to refund.They had returned for a larger size which I din't have.It was a nightmare trying to actually find the payment, their search facility is beyond ridicolous

Totally agree!! It doesn't even bring up the actual listing when you know some of the information half of the time. Also after they did the update initially I couldn't even get access to my account, my username and password no longer worked and it kept sending me back to a login screen, in the end I asked it to send me my username and password in case I was doing something wrong and then when I entered the details it sent me it still said these were invalid! I had to call them up in the end to try to get it resolved.

 

[spiritadventures]

I am now having trouble printing statments for my accountant. Am I being totally stupid but I can't seem to generate a statement with remittance payments on it?!?!

 

[SillyJokes]

You've never been able to search your payments satisfactarily and the only way to find them reasonably quickly is to have the transaction number linked to your order

 

[.Spiralling.]

Totally agree!! It doesn't even bring up the actual listing when you know some of the information half of the time. Also after they did the update initially I couldn't even get access to my account, my username and password no longer worked and it kept sending me back to a login screen, in the end I asked it to send me my username and password in case I was doing something wrong and then when I entered the details it sent me it still said these were invalid! I had to call them up in the end to try to get it resolved.

Ahh, so that's what happened to me! I was in the midst of setting my account up when the update went through - test transactions through on the old system and by the time they made it live, it has been updated and I was completely lost. I also couldn't login until I had called them to sort it out because the details they sent me weren't accepted.

Oh, and I have to login twice before I actually get in!

 

[spiritadventures]

You've never been able to search your payments satisfactarily and the only way to find them reasonably quickly is to have the transaction number linked to your order

This is a total nightmare, seeing as my shopping runs completely different order numbers that use to show up on the old system but do not show on the new system. I have to look at the total amount paid to see if that matches instead!

 

[frockery]

I got the timing very badly wrong in that I only signed up for Worldpay recently and have ended up in 'no Worldpay at all' land (which may or may not be a bad thing). They claim thay can't activate it as I don't have contact details on my website (I do, and always have) and that the integration hasn't been properly set up (it has), so I am paying for no service at all and beginning to think I may as well cut my losses and stick with the foibles of Paypal.

 

[quikshop]

They claim thay can't activate it as I don't have contact details on my website

These days you need to have your contact details displayed on each page. We just plonk shop owners details at the footer out of the way but still visible to satisfy regulations and 3rd party services like Worldpay.

We've never had a problem with Worldpay integration, the issue for us is their new admin system which is anti-user friendly.

Another major issue is we've been talking to one of shop owners who set up specific fraud filtering in her Worldpay account but when they switched over to their new system they didn't bother carrying across the fraud settings for her account!

It only became apparent to her when a couple of large obviously fraudulent orders where made which previously would never have been accepted.

 

[dan_moore]

With the old system I can't remember having a single problem in two years... now strange things seem to happen from time to time, and occasional problems with payments have crept in. What happened to 'if it ain't broke don't fix it?'

The new interface is also unintuitive as others have said, and again strange things happen there too; sometimes when clicking on a futurepay payment the details of the agreement don't come up, other times they do. Weird!

Dan

 

[SillyJokes]

This is a total nightmare, seeing as my shopping runs completely different order numbers that use to show up on the old system but do not show on the new system. I have to look at the total amount paid to see if that matches instead!

That's a disaster. Can you not get the transaction number into your customer database as well as your own order number? We have both. We couldn't possibly hunt for payment by amount - there are simply too many orders to make this possible.

The fraud settings which haven't been carried over, are you taking about the area where you can ban previous fraudsters by entering some of their information? I you are I think we still have this as I've recentlyupdated ours. I have to say, though, it is virtually impossible to find this area on the admin site - it's like Pan's sodding Labyrinth.

 

[spiritadventures]

That's a disaster. Can you not get the transaction number into your customer database as well as your own order number? We have both. We couldn't possibly hunt for payment by amount - there are simply too many orders to make this possible.

The fraud settings which haven't been carried over, are you taking about the area where you can ban previous fraudsters by entering some of their information? I you are I think we still have this as I've recentlyupdated ours. I have to say, though, it is virtually impossible to find this area on the admin site - it's like Pan's sodding Labyrinth.

I don't think I can but I'll have a look!

My fraud settings have carried over fine - I thinkt that it was someelse who posted on this thread who was having trouble.

I wonder how many complaints World Pay have gotten?

 

[mattsaw]

Someone should direct them to this thread so they can let people know what's going on. I was going to sign-up with them until I saw this, now I'm having second thoughts.

 

[hybrid]

I have been recommending Worldpay for a number of years, but their new management system is a complete joke and we ONLY lost a day of trading whilst they UPGRADED it. I no longer recommend them. But I don't know who else to use.

 

I would no longer recommend Worldpay, having been a previous advocate of theirs. The new version can only have been designed by a bunch of techies locked in a dark room having not seen another human for at least 10 years! I am a pretty computer literate individual, very little phases me, I can pick up new packages easily and have been a resident 'IT expert' in various of my previous jobs over the years, but this is a nonsensical admin system that is so user-unfriendly it drives you utterly insane trying to find the simplest of things.

For a start who designs a search facility that is incapable of returning the correct result! If you search for an order you cannot search for a specific payment value?!!! You also cannot search for a customer name?!!! You can search for a date...but this doesn't actually work, alternatively you can search by their own transaction reference, hmm very useful as long as thats the reference you have, but as I use a combination of Worldpay and Streamline the 2 dont use the same reference numbers for transactions..marvellous!

 

[mattprice99]

I am glad to hear I am not the only one having problems with the Worldpay interface. I used to print off a monthly statement which detailed the total balance that I could easily reconcile from month to month in Quickbooks (just like a normal bank statement)

The new statement report in worldpay is event based so shows no balance of account at a particular point in time. I am assuming the only way I can perform any sort of reconciliation is to use the batch transfer report and reconcile the remittance value with the associated transactions and charges (so as to produce a net reconciled difference of zero). I guess this was OK if I reconciled like this from the day I opened my Worldpay account 5 years ago but I am having trouble seeing how I can change the basis of my reconciliation.

I would love to hear how others reconcile using the new Worldpay reports ?

Matt

 

[artm]

Like you , we can no longer perform an elementary bank reconciliation. We have been wondering how anyone else copes with this - surely one of the most fundamental principles of good accounting?

We have pushed their senior management pretty hard. At first they said "give us a date and we'll get back to you with the balance". Well they tried that - and after wasting a lot of our time we were able to prove to them that they must be out by about £300! Either that, or there must be some transactions that were missing from our reports. Can you believe it?

They couldn't figure that out either, so we got them to escalate it and they offered to send a NEW report and a balance - one that they can produce but that is not available on the web interface. This time the results were better, but still not right. Again, after wasting a a lot of our time figuring out the problem, we realised that their so-called "settled amounts" report wasn't settled at all!

Take this actual transaction on 2008-02-21 20:18:24 as an example:

Our web report shows this as £19.46 gross, a fee of £0.88 and nett of
£18.69. Those figures obviously don't add up (nett+fee does not equal gross).

On the WorldPay "special" report they sent us this is shown as £19.33 gross, a fee of £0.88 and nett of £18.69. Neither do those figures add up!

If we are to assume that the fees and nett totals are correct (but why should we?), our gross sale is £19.57. Which means that NONE of the supplied reports are showing the correct amount.

Although Worldpay are not admitting it publicly, this is a KNOWN bug. I was told this in a conference call with Rob Butcher and David Polkinghorne. I have now had an email from them saying about this "settled" report that "We are aware that the 'exchange rate' and 'payment amount in transfer currency' columns change depending on the exchange rate that day."

I am so mad that they are keeping quiet about these known issues as it is wasting so much time trying to "second guess" them! So I have now asked them to show some commitment to fixing this. Their reply?

"We are not sure how long it will take to find a solution and therefore there is no timeline for the change".

In their terms & conditions WorldPay say - rather vaguely -

""...(c) make available to You through our customer management system statements showing:
(i) the amount of Service Charge plus any Relevant Tax and any other sums due to Us; and
(ii) for WorldDirect services, the value of all Transactions due for Remittance."

I believe that they are in breach of contract over this. What do you think? Perhaps if some of us threaten to sue them they might sit up and take notice? Though I have no idea how easy that would be!

 

[mattprice99]

Thanks for the reply artm

In the end we have changed our reconcilitaion basis to match the transfers to our account. Our net balance is always zero on each weekly reconciliation because the total receipts and charges should match the transferred value.

 

[artm]

Are you sure this protects you sufficiently against WorldPay account errors?

We thought of doing this, but (a) it necessitated an unreconciled "gap" between doing it the old way and doing it the new way.

And (b), if they "drop" a payment from your remittance through error (and I can EASILY see that happening given the mess they seem to be in!), you would never know it?

In a simple, properly audited system you have this:

Opening balance:
Debit
Credit
etc etc
Closing Balance:

This is the minimum for full transparency and auditing surely?

 

[PayVector]

Hi All,

PM me if you want an alternative. I can set up a demo login for you to have a look at our admin area. We can work with your existing merchant accounts wherever they may be.

Iridium Support

 

[liams7]

Dell.com and Dell.co.uk are the best on the market and they are amazing.

for clothing.

i would have to say i like the envy shop but its not really e-commerce so maybe river island. its pretty good.

 

[OLM]

Hi,

Just recently joined but can I add that I too find the new system annoyingly unfriendly! In addition to the extremely poor search options the "upgrade" has made it difficult to find out any useful info quickly.

Also if i'm not mistaken they changed their name when depositing funds so it doesn't show up as WorldPay now - took me a while to work out who was sending me money

The number of transactions that go through WP as opposed to those through Paypal are making me consider whether to drop WorldPay altogether. The problem is though I have quite a few FuturePay agreements set up so I would lose them if I closed my account.

Cheers

Steve