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I don't know what happened with CDG Commerce, but I am canceling them after they trashed a $5,000 sale. Be very careful with them.
I have signed up with CDG Commerce for two accounts. Both times, underwriting was very diligent. Things went smoothly the first time. The second time, they disappeared for a few days, but I wasn't too bothered by that.
Since they are on the east coast, they are impossible to get ahold of in the afternoon if you are on the west coast. In the last six months, the service has become dismal. The answering service picks up without identifying themself and just starts barking orders at you - clearly not wanting to hear anything (which is when you figure out it's the answering service).
CDG Commerce does not keep with their underwriting committments. Specifically, when I signed up, I put an estimated $2,000 max ticket with $5,000 per month estimated sales.
After approving and opening the account, I took a $2,000 ticket and they immediately referred it to the risk/fraud department. IT TOOK 14 DAYS TO SETTLE THE ACCOUNT - in part because they are impossible to get ahold of.
Of course, I heard all of the "My goodness, we don't understand how this could happen" and "we apologize for the inconvenience" remarks. If they're running the business and can't understand how it could happen, maybe they need to be in another business.
Then total disaster . . . .
Recently, I took a $5,000 ticket and made all efforts to make sure there wasn't going to be problems due to the excess of the ticket amount. Again, it was impossible to get ahold of someone from CDG.
Prasad - the risk/fraud "person" - stated that the funds were being held and that I was to "fax" information regarding the sale (or something).
After an e-mail exchange, it turns out that CDG Commerce would be revisiting their underwriting in order to process the amount.
I understand chargebacks and I understand the risk that banks and processors take in accepting online transactions. This was a fully completed sale with CVV and everything. (The card was present and the customer called her issuing bank prior to the transaction.)
I have charged cards for eight years with another processor without having a single chargeback. CDG Commerce, in this account of approximately three months, has had two fraud investigations and held a total of $7,000 (probably out of $11,000).
In short, they are very difficult to deal with and express ripe indifference for the customer after the "initial" underwriting stage.
This one cost me $5,000 out of pocket as the clients need to use the card versus paying cash for the work.
I guess this is what happens when you begin to walk with a swagger.
CDG Commerce is banned from our company and we are terminating our reseller agreement. Thankfully, we just started undertaking resales as an e-commerce developer.
Anthony D. Zinnanti, President
Paperless Commerce, Inc.
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