Lots of lost sales due to Credit Card authorization.

by Paul » Mon, 26 Apr 2010 12:19:59 GMT


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 I've lost about 120 sales from the Android Market due to people not
ever entering valid credit card information in Google Checkout. Not
sure if they ever got the email from google telling them to do it.

I also have to handle a lot of customer support for these issues.
People think the app is going to download and it doesn't. Android
Market doesn't tell them that their card didn't authorize. So they
contact me. At least once a day I have to email someone and tell them
to go into checkout.google.com and make sure their payment methods are
correct.

There has to be a better way. I think if Android Market/Google
Checkout told the user immediately in the Android Market that they
weren't able to authorize the card, then they would know what to do.

Also it would be nice if buyers understood, that as a seller I don't
get their credit card info, can't charge them, and have no control
over the download of the app.

Google, I love ya, but you've got to work on this issue. Just make it
clearer to the buyer.

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Lots of lost sales due to Credit Card authorization.

by Streets Of Boston » Mon, 26 Apr 2010 21:54:43 GMT


 You may experiencing a bug, since e-mails should be sent out to
customers to update their incorrect payment details.

At least it work sometimes, since i do see customers trying to update
their payment info when authorization failed.

You lost 120 sales... only 120... I lost waaaay more than that. :)
But, then again, i'm happy that these checks are done, since i don't
want to pay a ton of chargebacks to fix invalid and un-authorized
transactions.



>


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Lots of lost sales due to Credit Card authorization.

by Flying Coder » Wed, 28 Apr 2010 19:11:29 GMT


 Have the customers who contact you about it check their spam folder --
chances are they'll find Google's email there (at least that's been my
experience).

Cheers,
Steve





> >



Lots of lost sales due to Credit Card authorization.

by Paul » Thu, 29 Apr 2010 09:41:48 GMT


 Well I'm really trying to address the LARGER issue here. Which is, how
can this be done better by Google Checkout/Android Market?

How about this:
If credit card can't be authorized in 20 seconds, notify the user,
right then and there, while they are in the Android Market, that there
was an authorization issue. Don't let them think everything is fine.
Isn't that how almost all other credit card transactions work?

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Lots of lost sales due to Credit Card authorization.

by Streets Of Boston » Thu, 29 Apr 2010 10:41:36 GMT


 Sometimes a *successful* authorization can take more than a day.
99% of them are immediate (at least when measured in minutes).
A few of them take up to a few hours and occasionally some take up to
a day.




>



Lots of lost sales due to Credit Card authorization.

by Paul » Sat, 01 May 2010 20:19:32 GMT


 Sort of my point. A successful authorization can take a while, but
user has no clue. They think they've made a succesful purchase and the
app should download immediately. There is no message to the user (at
least not that I know of, but correct me if I'm wrong) indicating
anything is wrong. So user contacts my company "hey I bought this but
its not downloading".

So why can't Android Market INFORM THE USER that there was a problem
with authorizing the card, and that the download won't start until its
authorized. They should also make it clear that the authorization is
not something that the seller has control over and that user should
visit checkout.google.com to fix any issues.


On Apr 28, 10:41pm, Streets Of Boston <flyingdutc...@gmail.com>



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Lots of lost sales due to Credit Card authorization.

by Paul » Wed, 05 May 2010 00:40:28 GMT


 Here's a perfect example, just got this one today:

"XXXX will not download. It says its purchased but unsuccessful
downloading. What do I do?" (replace XXXX with the name of the app the
user is trying to download).

This has to get fixed. All user needs is some notification in Android
Market to let them know what is going on and how to correct it.

How do we get Google/Android Market Development team to take care of
this?

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Lots of lost sales due to Credit Card authorization.

by Matt Kanninen » Wed, 05 May 2010 01:31:11 GMT


 I would suggest you post a thread discussing the issue on Android
Developers, as you have already done.  There is also help and support
for the market application itself, I don't have the link handy.

You can't actually make Google do anything, but it wouldn't surprise
me if this is the sort of thing they have already thought long and
hard about, but their many lawyers and bizdev types will have to
completely grok the problem before anything is done.




>



Lots of lost sales due to Credit Card authorization.

by Paul » Mon, 10 May 2010 22:34:57 GMT


 I think if this thread gets enough response and attention then someone
from Google may notice. They've got to have people looking at these
posts once in a while.

Is there no official Bug list for Android Market? I did post a thread
here : 
 http://www.google.com/support/forum/p/Android +Market/thread?tid=6bdc164d35206f39&hl=en,
which claims its a Feature Request "forum". Of course no responses
there yet.

For Android to continue to succeed they need strong support from the
Development community, how do we get heard?



--



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