[fozl]

Indeed, all good feedback and we'll take it on board. Thread can now be closed as I don't think there's any more light to be shed here.

[tim2718281]

Also they shouldn't issue refunds to credits which frankly I don't see myself using on much and should be refunded to the card.

Just my view...

I agree.

Whatever happened, the customer was only expecting one payment from their account.

For any merchant to take two when the customer was expecting only one could lead to embarrassment for the customer - the extra withdrawal may mean that other automated payments fail, or the customer incurs charges. Sure, most of the time those things won't happen; but the design of the payment process ought not to allow it at all.

I'd say that if an apparently failed payment can become accepted without the customer doing anything, then it's probably better not to tell the customer that the payment has failed. Instead tell the customer it needs to be reviewed by the accounts team, and maybe give the customer the option to substitute another payment method. This would ensure there is no embarrassment, sometimes reduce work for OVH, and sometimes provide quicker service to customers.

OVH is a hosting company, after all! Hosting companies ought to be providing the best example of how to handle online payments.

Isn't there some "best practice" document issued by the credit card companies, advising merchants how best to handle various problems?

All that aside: I was amused by the cause of the complaint actually being that OVH was refunding a payment!

[S0phie]

I can confirm that we received your request by email. Our support was closed this week-end, that's why you have not received any answer so far. But don't worry it will be done today. A notification will be sent today by email to confirm it.

And by the way, please be aware that it will take a few working days for your account to be credited. It has nothing to do with OVH, it will just depend on your credit card issuer.

[dansgalaxy]

I have emailed OVH customer support email a few days ago and have yet to get even an automated response

[dansgalaxy]

The problem with this is that yes, I see that I ordered this twice (although, I have to ask why the system would even begin processing the order for a domain which was already ordered and in the system) although I did this only because it appeared the first order failed and was not processed.

It was only at London,16/04/2010 00:53:14 GMT+0200 did I receive notification that the domain was being cancelled and which I believed something was wrong.

Now while I agree I perhaps shouldn't have assumed that when an order I am putting in tells me the transaction failed and doesn't provide the option to re-try that the order as a whole failed and I shouldn't then re-order it with the thing that caused the failure corrected.

It still was vary unclear as to what was going on with the domain/account and what the problem(s) were.

[Neil]

Its hard to check these things when you make an order after 6pm and their phone lines are closed...

You made both orders before 6pm, so if you had any doubt you could of contacted us.

This seems very stupid to me though... the inital transaction failed because the billing address and my card address didn't match... This shouldnt then be verified manually I should be issued with a failure notice, "Sorry, could not proceed billing contact and card address do not match" and then have the option to change billing address OR request manual authorisation.

We are able to accept, reject the payments. I accepted it at 2010-04-15 16:09:39 and your second orders payment was at 2010-04-15 16:11:53 - the system checks when payments are in review to see if you have paid again, if so then we reject the first because the second was fine. But your second payment was after the review, which means it just accepted it normally.

Also they shouldn't issue refunds to credits which frankly I don't see myself using on much and should be refunded to the card.

As stated in my first post, please send us an email asking for it to be refunded back to your card and we will do it.

[dansgalaxy]

Its hard to check these things when you make an order after 6pm and their phone lines are closed...

This seems very stupid to me though... the inital transaction failed because the billing address and my card address didn't match... This shouldnt then be verified manually I should be issued with a failure notice, "Sorry, could not proceed billing contact and card address do not match" and then have the option to change billing address OR request manual authorisation.

Also they shouldn't issue refunds to credits which frankly I don't see myself using on much and should be refunded to the card.

Just my view...

[IainK]

I learn't a while back that just because the order says 'failed' doesn't mean it isn't going through. Your best option on 'failed' is to contact support and get them to manually verify the payment.

[Neil]

Well there is the problem...

If I am doing a transaction online and am told it failed then I assume just that... that it failed. And I then go and correct the problem and try again...

An automated email is sent as well, but as the email address was different to the yours and I guess it is the owners email address, so they would of received the notification that is was in review and that it had been accepted.

[dansgalaxy]

Well there is the problem...

If I am doing a transaction online and am told it failed then I assume just that... that it failed. And I then go and correct the problem and try again...

[S0phie]

7447300 - Order for a domain name only. Payment was in review in our banking system and we validated it manually. The domain was registered and available from: Date de DONE: 2010-04-15 17:16:21

7447350 - Order for the same domain + Shared hosting. Payment went through automatically. Date de DONE: 2010-04-16 01:11:07. The order for the domain was automatically cancelled.

[dansgalaxy]

I didnt pay for it twice.

At least I shouldn't have!

Because I was ordering for a friend and not myself the owner was set differently, the first time the billing contact was set to him and when i tried to pay by card the address bounced. It stated clearly that the transaction FAILED and did not go through... I re-did it and it worked... and then you have cancelled the domain which was setup it seems...

[Neil]

Just noticed that the "refund" has been applied as credits not an actual refund.

... I'm slowly getting more wound up with this whole situation... and the fact that OVH seems to have an ever increasing piles of CONS...

Simple reason, you paid for it TWICE with order number 7447300 and 7447350. Unfortunately it is not possible to have a domain registered twice, so we have refunded the second payment automatically, if you require the second payment to be refunded back to the card then please send us an email.

[Razakel]

Anything weird you did that might trigger a fraud detector? Ordering from another country, using a different card, your bank being weird and performing a chargeback, using false WHOIS info?

[dansgalaxy]

Just noticed that the "refund" has been applied as credits not an actual refund.

... I'm slowly getting more wound up with this whole situation... and the fact that OVH seems to have an ever increasing piles of CONS...

[dansgalaxy]

Today I ordered a domain, I paid for this all fine, changed the name servers to my own server and was all setup fine.

Now however OVH have taken it upon themselves to cancel this domain.

Dear Sir or Madam,

Our robot that conducts the operation - DomainCreate n° 16644609
concerning the domain [DOMAINTHATWASCANCELLED].co.uk had to cancel it.

Here is the robot response:
Order has been cancelled and refunded

For further information, please contact us at customersupport@ovh.co.uk.


Yours faithfully,

That is the email I just received it is showing as available again on who is and is now showing as cancelled on some of the info in the OVH manager.

More importantly I am frankly VERY ANGRY.

I have just paid for a domain with OVH and I no longer have it, I am not happy and will be looking into legal action if this domain is not promptly reinstated and a decent explanation provided.

Regards,
Dan Rodgers,
XDnet Web Services