Ccavenue
Payment Failures & Extremely Pathetic Service

Imagine running an online business where you spend lots of money to get customers to your website but not able to generate sales because customers have not been able to make a credit card payment since the last 10 hours. You will be desperately contacting the Payment Gateway's customer service but you are being ignored by some highly incompetent service executives. You will be screaming for help. But there is no one to listen to you. You don't even know when the problem is going to be resolved. Transaction after transactions are failing. You can see that customers are willing to pay but you don't get their business. Frustrated customers telling you minutes later that they have purchased the product at a competitors website. That's exactly the situation that I am in.

We have been using CCavenue to process credit/debit/bank card transactions on our website for a number of years. Things have been going downhill with CCavenue since the last 12 months. My customers are not able to make successful payments consistently. On some days there will be 50% transaction failures. We will be contacting CCAvenue's customer service without success. CCAvenue customer service will sometimes respond. But with more problems and higher number of transactions failures, they will slowly ignore our telephone calls. When customers are not able to pay and CCavenue knows there is a problem at their end, they will completely ignore any calls from us.

We pay so much money to get customers to our website. And it is extremely difficult to take customers to the final sales page where they will make the payment. But CCavenue messes up and we end up loosing the sale. CCavenue has been the single biggest challenge and the main reason for our day-to-day losses.

These transaction failure problems used to be only once in a while in the earlier days. However since January it has become a regular problem and an online businesses nightmare.

CCavenue claims they are the best in the country in transaction processing. I highly doubt that and I also think their entire management is trying to hide issues with their servers and processes - their customer service has never openly accepted that there is ever a problem with their service. They reply back to our questions/emails only after their transaction issues have been resolved - which sometime could be 5-10 hours later.

Just imagine a Credit Card processing downtime of 10 hours on your server? What will that do to your customers and to your business. I have started looking for another payment gateway for my business. I would strongly recommend avoiding CCavenue. And I am sure with the kind of customer service and server uptime CCavenue has been offering since the last 6-12 months, there will be plenty of new and better payment processors that will be coming up and will crush CCavenue in no time.

Good luck to CCavenue.

Company: Ccavenue
Country: India

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