This advice is spurred by a PM I got from a total stranger...I offer it free of charge from 20 years of retail management experience. Esp in the light of Rositys declining service image. And I actually like the place....I have spent quite a bit of $$ here.

 Firstly your number one goal is to make your customer happy. Whatever it takes....go the extra mile. You want repeat business....you want word of mouth advertising.

Secondly.....I suggest making it much more prominent at the beginning of the ordering process what is involved for first time credit card buyers.

Thirdly...never ever ever suggest or even hint to a customer the suspicion that they are using a stolen card. that will lose you a customer fatser than anything. it will also make you liable for a lawsuit.  If there is a doubt you should be able to call their card company who in turn can call them and ask if the order is valid. There are reasons why perhaps the info doesnt match up or whatever.

Fourth....you should not ever ask for the card number or part thereof. Most people, meself included will not give that out to you.

What continues to concern me is the adversarial attitude in the face of criticism. Content Paradise is that way and has a problem delivering good customer service. I know of at least one good customer they have lost.  In any case here`s my 2 cents

D

Hi Scott, Thanks for thaking the time to post.

1. That is our goal. We work very hard to go that extra mile.

2. Its listed on every order page.

Again - Thank you for taking the time to share your thoughts with us.
Best Regards.

...then I sincerely hope that in the lights of just the several complaints that I have seen and/or gotten PMs on based on my CP post that you folks will take it to heart. The points this person made to me were gross misconduct. If you are getting some complaints on the readability of the CC on first order then perhaps a popup message for new buyers would help. Legally its enough to have it on there....but is it there in such a way that folks can see it. For those who seldom use a card online they may not know to look.

Anyway,Thx,

D

...One last thought...did anyone get ahold of this person and ask if their issues were resolved? Or do they just get left to stew....when that happens you lose `em. Whatever issues are involved if someone were to get ahold of them and offer to help iron them out......man when you do that you often make a friend for life....just going out of your way....even if you can just make clear why there is an issue. Misunderstandings are frequent....and sometimes they can be cleared up easily......just do whatever it takes to make them happy.

D

Ok, so one thing on the process then i`m gone. When someone places an order with a card you should be able to validate that card or decline it...then they have access to a download. IF you charge that card and then deny access to the product you are liable for card fraud. You cannot by law take payment and not supply the merchandise. Any validating of that card needs to be done BEFORE it is charged. At the least you will get a cancelled order or a chargeback from the card company...at the worst get a lawsuit and/or complaints to the AG office and BBB.

D