Hi There
In past I had submitted #451292
In summary : because one of our customer accidentally entered incorrect customer ID and tried to authenticate several times, you have blocked our IP . We have been through the same discussion before in the above ticket # 451292
It is quite common that the a novice user may enter the wrong customer ID. However, because of this – you can not just BLOCK out an IP address completely. I have many many customers who are using eWay from my server. And the software they use (LightSpeed webstore) is a closed source product where I can’t just update the helptext on what to enter for the customer ID field. Believe me if I could, I would….
But your policy to completely block an IP after several incorrect ID attempt is technically incompetent and has drastic outcomes! For one thing: you yourself is losing out on other valid revenue transactions! Please I beg you to adopt policies such as:
1) Create a whitelist of IPs?
2) In place of permanent block – do 10 minute complete black out? And back to normal
3) Advise customer for matching ID
4) A smart solution which many other payment gateway providers do -> such as : have a login ID different than transaction processing ID. Transaction processing ID is a one way credential that cannot be used for changing anything other than process a CC request.
Well, I understand your development team may take years to create something useful! Until then, please can you remove the block on the IP?
Appreciate your prompt response.
PS: This makes us look very unprofessional. We are considering taking all our customers to a different payment processor such as payway or securepay.
eWay has finally followed this issue up.
The Developer Partner Manager rang and apparently cleverappz IPs have been placed in a “exclusion list”. Hopefully no further problems in future.
Impressed with the customer support.