Non-existent fraud protection

  • Never seen a site get hit as hard with credit card scams ever and whats worse is how easy this gateway seems to make it. The fraud protection is a joke and support is an even bigger joke. 3 open support tickets trying to get some help with fraud protection and willing to pay for the highest tier and nothing for a response – not even go away we don’t want your business. Just tons of scam visa orders that braintree authorizes only to chargeback later. The chargeback process literally just leaves you hanging with no information at all to go back to. If you want to know the outcome of a dispute you have to make a special request and hope support even responds. Like I said – 3 open tickets now and zero response. Not exactly a service you want to hang your financial well being on. I believe they only care about big name partners since the experience I had on an enterprise Bigcommerce account with them vs what we have on WooCommerce is night and day. I switched to Stripe and instantly the scam orders stopped. Seems like it’s a good revenue stream for braintree when they can allow fraud because they’re taking the money from your account anyway so no loss on their end. Horrible experience with this gateway. As good as it was on BigCommerce it is the epitome of horrible with WooCommerce. The Paypal checkout process is decent but not enough to make up for this completely horrible service.

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Support Ryan Ray, a11n

    (@ryanr14)

    Hi @patrickhs,

    I’m sorry to see you’ve had a hard time with fraud and Braintree. I’m not aware of any specific differences regarding spam/fraud features that an enterprise account might have to a normal Braintree account, nonetheless I understand the frustration with trying to get help via support.

    I’m glad you’ve got the fraud squashed though now, I’ll be sure to make sure this report is surfaced to our teams who work with PayPal to be sure we’re not missing anything we could help with to stop fraud.

    Thank you.

    Thread Starter patrickhs

    (@patrickhs)

    Hi @ryanr14 – it’s also important to note that the Braintree plugin “out of the box” does not offer 3d secure processing and the coding requires significant modification to enable it after the fact.

    With the Stripe gateway we have switched to 3d secure was enabled right out of the gate with zero modifications and their support responded to all of our inquiries by email days before we even got the first response from Braintree support on 3 open tickets.

    Since switching to Stripe fraud orders have come to a complete halt. This experience using Braintree with WooCommerce is so contrary to what I had using Braintree with enterprise BigCommerce for several years that I find it difficult to believe it isn’t by design. Quality of service and the quality of the plugin is night and day different. I even had good results using Braintree on Shopify Plus. For WooCommerce Braintree is a horrible fit and I will actively steer other WooCommerce users away from it every chance I get.

    Plugin Support Ryan Ray, a11n

    (@ryanr14)

    Hi @patrickhs,

    Since switching to Stripe fraud orders have come to a complete halt. This experience using Braintree with WooCommerce is so contrary to what I had using Braintree with enterprise BigCommerce for several years that I find it difficult to believe it isn’t by design. Quality of service and the quality of the plugin is night and day different. I even had good results using Braintree on Shopify Plus. For WooCommerce Braintree is a horrible fit and I will actively steer other WooCommerce users away from it every chance I get.

    Very glad to hear you’ve had a much better experience with Stripe. My only last thought and info I’d put out there is that PayPal has just recently released PayPal Payments. This is their latest payment platform that combines a lot of their other PayPal variants and includes 3D Secure. –> https://docs.woocommerce.com/document/woocommerce-paypal-payments/#section-7

    Hope this additional info helps anyone else coming across the same issues you had. Thanks!

    Thread Starter patrickhs

    (@patrickhs)

    Thanks Ryan..you seem more knowledgeable and articulate than anyone I have ever encountered in any support interaction with Paypal. That info is helpful and I appreciate you offering intelligent responses instead of copy+paste boiler plate. I had Paypal Payments enabled as well but had zero customer engagement. I also found it a bit confusing that they’d bake in 3d secure with Paypal Payments – the optional setting for a completely different checkout flow – rather than include it in the standard WC checkout flow where the majority of our users are heading. When I had Paypal Payments enabled the checkout process opened a pop up window to complete the Paypal checkout portion of the process rather than keeping it within the same contiguous form and page that the user is already on. I didn’t like it and disabled the feature. I’m sure actual Paypal payees are used to the pop up style checkout but personally I hate it and never thought it felt that great the few times I’ve had to use one like that to order something.

    Plugin Support Ryan Ray, a11n

    (@ryanr14)

    Thanks @patrickhs, I appreciate the kind words and you sharing your experience with us.

    Happy you’ve found a solution that works for you now!

Viewing 5 replies - 1 through 5 (of 5 total)
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