Innovative Gateway Solutions - Warning

[Rob_1]

My site is low volume, so I don't know when this problem began. I utilize a shipper so I only authorize transactions initially and post-auth them when they ship. When trying to post a recent AmEx order that I shipped I received a bogus error message:

The credit card number you have entered does not appear to be a valid number.
Please check the card number carefully. (error code 3050)

The customer service provided by IGS has not solved this issue, or even diagnosed a problem. They blame Miva Merchant. I tried calling their 24/7 customer service and it is closed. Interesting.

If you use IGS I recommend you take a close look at how your transactions are being processed.

I don't understand how a customer credit card can be authorized but later be classified as having an invalid account number. Bottom line I relied upon their approval but am unable to post-auth, so the transaction will not settle and I will not be paid.

Is anyone else having an issue like this? Or is this just me!?

[lesliekirk]

Re: Innovative Gateway Solutions - Warning

Whose 24/7 number and which Payment module are you using?

[Rob_1]

Re: Innovative Gateway Solutions - Warning

Whose 24/7 number and which Payment module are you using?

Innovative Gateway Solutions

https://www.innovativegateway.com/index.aspx

This is an Intuit company, and I may be wrong but thought in the past Miva had some close relationship to this company.

From their website: Merchants and Partners can reach our LIVE 24/7 Customer Service, toll-free, at 1-877-484-8444

Note: Apparently they open at 6 am PST, as I am on the phone with them right now.

[Rob_1]

Re: Innovative Gateway Solutions - Warning

Whose 24/7 number and which Payment module are you using?

I replied but since I am new apparently my reply is pending review. Let's see if this gets posted!

[lesliekirk]

Re: Innovative Gateway Solutions - Warning

Sorry about that - yes you were in moderation, but you should be good now.

What did Intuit say?

[Rick Wilson]

Re: Innovative Gateway Solutions - Warning

This is an Intuit company, and I may be wrong but thought in the past Miva had some close relationship to this company.

We did (a fairly long time ago), the team we had a close relationship with have all since left Intuit though. So we're still partners, but our "pull" is long gone.

Did you get your problem sorted out?

[Rob_1]

Re: Innovative Gateway Solutions - Warning

We did (a fairly long time ago), the team we had a close relationship with have all since left Intuit though. So we're still partners, but our "pull" is long gone.

Did you get your problem sorted out?

No. They acknowledged that there is an issue with AmEx transactions. I emailed info to their support people as instructed and have yet to hear anything back from them. As an aside I emailed their support department yesterday as well, and never received even an acknowledgement from them. This far not impressed by their support.

[Rick Wilson]

Re: Innovative Gateway Solutions - Warning

Are you still on Innovative Gateway or have you switched over to the Intuit Gateway (QuickBooks Gateway)?

[Rob_1]

Re: Innovative Gateway Solutions - Warning

Are you still on Innovative Gateway or have you switched over to the Intuit Gateway (QuickBooks Gateway)?

I'm on the Innovative Gateway, wasn't aware there were different choices. I've been using them for several years.

[Rick Wilson]

Re: Innovative Gateway Solutions - Warning

Interesting, about 2 years ago they had reached out and said they were shutting down the Innovative Gateway and going to force any remaining customers to the Intuit/QuickBooks Gateway.

So we built an integration to make sure people like you didn't get left holding the bag, but we don't hear much from Intuit any more so I wasn't sure if they had gone through with that plan. Apparently they haven't.

I would suggest after this blows over, if you stick with them, you might get better service on their newer product, the Intuit/Quickbooks Gateway.

[Rob_1]

Re: Innovative Gateway Solutions - Warning

Thanks for the heads up. I'll check into it.

[Rob_1]

Re: Innovative Gateway Solutions - Warning

Still haven't heard a word from them by phone or email.

[Rick Wilson]

Re: Innovative Gateway Solutions - Warning

Have you called them back?

[Rob_1]

Re: Innovative Gateway Solutions - Warning

Yes I called, more confusion on who is doing what with the issue, since I never got a reply with any sort of case # or name of who to contact. I just went to the gateway and was able to post-auth successfully. So I guess the problem has been fixed. I am now trying to understand how I can "switch" to the QuickBooks gateway, since they confirmed that the IGS gateway is being allowed to wither away. Do you know how the QuickBooks product works? Is there a Miva Merchant module that integrates into the cart? If it's an easy changeover I would rather switch than to stay with a legacy product that is losing support.

[Rick Wilson]

Re: Innovative Gateway Solutions - Warning

Yes we have a built in Intuit/Quickbooks gateway module that's fully supported.

You'd have to call them about switching your account from IGS to QBMS. Sorry I can't help further?

Otherwise we have a great relationship with Chase Paymentech that I highly recommend.