[Editorial notes : This is a guest post written by Santosh Panda, Founder of Explara. His sentiment pretty much resonates with every other Indian entrepreneur in online space]
These are personal views written on personal blog. My product Explara.com uses various gateways and this post is based on ‘practical’ issues written in the spirit of making things better. If you feel misquoted, you can reach me.
We use services of so called leading payment gateway providers, even the new ones.
Rate of Failures
They compete on who can offer 0% gateway fee rather than 0% failures. Hello Gateways!, your merchants needs food not air i.e. they need 99% successful transaction not 0% processing fee. The rate of failure is an assumed phenomenon in India and they assume they will continue to mint money on failed assumptions.
Bad Customer Service
We ‘make’ them crores of transaction, I mean crores and you know what they do to us ? They don’t pick our phone calls even during office hours or don’t follow up on support requests. Can somebody tell them to use FreshDesk/ SupportBee, Exotel, WebEngage or similar services?
Even today in the fast forward Startup world, activation is one factor that can ruin you! Try getting a service activated and you will know!
Lack of forward thinking
Payment gateway operators think Social media is some sort of an alien phenomnon. We hear comments like ‘your website footer has links to Twitter, can you remove that please before we can approve a service’. OMG, what on earth you are talking about?
Somehow they will try to make you wait and go from post to pillar as they know that their good and bad payment gateway competitors do same. Wow, what kind of a world are they building.
Payment gateways are so secretive about why they don’t offer international card processing, you’d feel like somebody has cursed you to not think ‘international’. “Anyway, we are big coolies of the world, so how can we build amazing products that an international audience will like to take service from,” they seems to think.
Why do they need shipping address shown to user when user is buying an electronic good? Even if they need the same for physical goods, can they not provide an option, so we could switch off? OMG, this is technology when they make Rs 300 crore gross in a year!!
Partial Data capture
They clear a transaction even when the name was not captured. Our merchants blame us and think we are the culprits.
Lets just stop here. Shall we. What is UX?
What are your thoughts?
Recommended Read : Indian Payment Gateway Compared
[This edited article has been reproduced from Santosh’s blog]