Slow activation

[walter_ps2]

I don't understand in order which reason you not activated the donwload after the purchase. I'm waiting from 4 hours and it's not a correct behavior above all because I have paid immediately !

[Jamie Edwards]

Hi Walter,

Each order undergoes thorough fraud checks and also involves a call to the number you provided when ordering. Your order will be activated shortly.

[walter_ps2]

This is not a good reason. Kayako sells software does not sell goods. Therefore if the transaction is fraudulent you can cancel the licence.

It is a too much slow procedure that ago suspicion and to anger the customers.

When credit cards are accepted the activation must be immediate !!!

The 90% of threads in that forum talk about that problem, i think you have to solve that.

[Jamie Edwards]

Hi Walter,

I disagree - it is a very good reason.

We find that the payment processor's fraud checking is not thorough enough - we used to receive around seven fraudulent orders per week. After introducing our own verifications we now receive (at most) one.

If someone purchased a yearly license that costs $299.95 using a stolen credit card, and as soon as that card is accepted the license is activated, by the time it is found that the card is stolen the user already has the license - we cannot deactivate licenses. If you purchase a license for a year, the license will last for a year and even if we wanted to we cannot deactivate it before then.

[craigbrass]

To add to that, WorldPay and PayPal, both of Kayako's payment processors, charge a fee for each chargeback received where as if Kayako think an order is fraud because of their own checks, they can refund it and if it is charged back, they won't get charged this fee as it has already been returned to the card.

[walter_ps2]

solved, i receive a call now and activated

[craigbrass]

Glad your sorted.

I understand it is annoying to have to wait too as I like to buy and get going with it right away! But, if it protects Kayako from fraud which takes time to deal with it (and can lead to price rises to deal with this), I'm happy enough with that.