Originally Posted by Galatea
I would not cancel regular PayPal. We still get a lot of payments that way. We went with Authorize.net through my bank and it is okay. Actually, we started with Authorize.net through Merchant Warehouse and had a bad experience. We called my bank to switch and didn't have to pay for a new gateway. Now I have a local rep who I can call when we have problems.
I ditched PayPal Pro b/c their fees were high, but we never had any problems with it not working. Now recently, regular PayPal has been having so many glitches that we actually had to make a payment method that says "PayPal is not working for me" and then we send them a request for payment through PayPal. Some customers said they tried to get PP to work 3 times and it never did, so they gave up and paid with credit card. So maybe if I were still using them for credit cards, we would be having the problems you are having.
Anyway, people do like to use regular old PP and I would not ditch it. Heck, i prefer to use it - saves me typing the numbers in.
Good to know about Authorize.net--that's one I'm considering.
I'm having a couple of issues with Paypal:
--About once a week (sometimes twice) someone will place on order--or at least think they did--and we never get it. The only thing I've come up with is that there must be some sort of Paypal error during the transaction and because there's no payment, our system doesn't register an order. The customer then contacts me usually two or three weeks later about why they haven't gotten their order. Big mess for me and no matter how nice I am, it's just bad customer service.
--There are some credit cards that Paypal doesn't like. I have yet to find any rhyme or reason to this but again, a couple times a week or so I have a customer who has their order repeatedly "declined". Usually they contact me and they insist they are typing their number in correctly but Paypal says the card number is invalid, doesn't match the type, etc. I've also spoken to a few of the customers over the phone and tried to enter it myself--no luck. But if they try another credit card it works fine. I finally had a customer tell me the other day that if a merchant is using Paypal to process, she has one card that will not go through.
--When a payment is declined (for the reason above), the decline e-mail comes from Paypal which confuses the heck out of people. I don't think most customers realize that PP processes credit cards and so I get panicked e-mails that they were trying to use a credit card, not PP, etc. There are enough PP horror stories (hacking and such) roaming around out there that quite a few people are terrified of PP.
So if I get rid of the CC processing, I would theoretically get rid of problems 2 & 3 but to get rid of the first one, I'd have to get rid of PP altogether. Granted this is 2-3% of my transactions but that still seems like a lot. At this point I'm not even worried about saving money, I'm okay paying the same price I pay PP but I need the service to work consistently.
I'm really wanting to switch to another CC processor and go to a system that would allow people to mail checks or money orders if they don't want to use a CC. Most large companies online don't accept Paypal but I know when you're dealing with a small business PP is nice---ugh...I don't know what to do.
I do have a FB page--maybe I should just ask them.