SecureNet/Merlin - Complete Scam!
Claims/Risk - Complaint
AUSTIN, TEXAS -- I have been a Visa/MC Merchant since 1996. I use BigCommerce for my website. I had been using BofA with Authorize.net for over a decade without any problems. However I wanted to make things easier for my customers by using a built-in payment option rather then folks being forwarded to a 3rd party website for payment. BigCommerce uses SecureNet. So I applied for an account. Before they would even start my account they made me make some changes to my website. I was told they wouldn't open my account until I had a checkbox during checkout that said, "I have read and understand your terms and conditions" and have a link to our terms and conditions page. All of this sounded great to me and I complied. Today I was denied a claim by a customer because my terms were a link and not 4 pages of text right on the checkout screen. I was told this is a new policy and that is that.
If Visa changes their policy I know its a requirement of the Gateway to inform (in writing) any changes. I received nothing and was told they don't have to inform anyone of any changes.
I had a customer buy a live animal from my website. Even though I clearly state right on the page he ordered from that this particular animal comes without a warranty, and made him check a box acknowledging he has read and understand out terms - this customer was able to STEAL my money. He claimed we shipped him the wrong lizard. We asked for pictures, he said no. We told him to rebox it and we will be happy to have FedEx come back to his house and pick it up - all at our expense. He said no. Instead he filed a credit card claim.
I have no idea what planet these idiots at SecureNet are from, but how to they figure a customer can order something, say its the wrong item, keep it anyway and get their money back?
COMPLETE SCAM! AVOID!