Date of publication: June 7, 1999

"The Lure of the Merchant Credit Card"

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Hi Michael,

A painful experience. My experience in setting up a web site to sell online books has fortunately not been so painful. In fact the focus of my site is " how-to" e-commerce information and one of the books I have on the site is titled " What every business must know about accepting payments on the Internet". It goes through all the steps you should take and one of these is how to profile a merchant account provider and how to determine the full cost. Its been done in laymans language. There are lots of other free resources on the site at http://www.ecompublishing.com

Its interesting to hear your story, because in researching the material for this book, I found many dodgy merchant account providers. Many seemed to have the same telltale signs. The first sign was promotion by unsolicted email. The reason this happens is the original merchant account provider engages a series of resellers to promote their services and these can quite often have no experience or knowledge of the subject, all they want is your money. Many of these resellers promote by spam.

The free listing of merchant account providers on our site are all legitimate providers, based on our research.

Peter Kearney
E-commerce information for web entrepreneurs


What they tried to get from you was about what it cost me to take credit cards (much of the expense was the grossly overpriced swipe machine, which I made six extra payments on because I failed to stop payments once I had paid it off after four years -- cute lease that let you keep paying as long as you didn't say Hey I wanna buy it now!).

Mark Gisleson



Just read about your e-commerce experience. I'd have sued the scoundrel and questioned his parentage. There are too many thugs like Harris and his company around.

S. B.



Michael, I was just forwarded this (http://www.freemerchant.com) and haven't really read it deep enough to find out what it says about credit cards, although it does say it's ready for credit cards and cybercash (?) I'm sure there's fine print, and a lot of it. John Boxmeyer
I too am a very small business, and have been nosing about, trying to find a real, reputable, reliable place to 1) get me a merchant account, and 2) handle the credit card transactions (bill to the customer, payment to me). So far, not much.

The processing places that seem to be legit tend to charge hefty fees (flat rate and/or percentage). And my local long-time bank (the recommended route for establishing a merchant account) has, with all its mergers and consolidations, developed a tendency to forget I've been with them for over 30 years. (To be fair, I haven't asked them, but they have been less than helpful lately.)

The only consolation is, we're not alone. And soon, some financial whiz will figure out a way to provide these services for very small internet businesses at rates that don't exceed the house percentages for Las Vegas casinos. Til then, there's always paper.

Rob Root


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Have you considered getting a merchant credit card account, to do retail business online?

Me, too. I get daily spam adverts from merchant credit card providers, claiming that the credit card is the be-all, and-all of e-commerce.

And they are right. Credit cards make online transactions work because everyone has one and everyone trusts them because they limit liability for both buyer and seller.

On the other hand, since I am loathe to do business with someone too dishonest to leave a non-fictitious e-mail address, I never have responded to these come-ons.

But recently, I found myself in the dance of death with such a provider. My web host, Verio-Tabnet, partners with a company called Worldwide Merchants to create turnkey e-commerce solutions -- an online store with shopping cart and credit card capabilities. From their joint ad, it sounded doable for $450.

I read it wrong, but I didn't know how wrong until I got a call from Worldwide Merchants sales, from a gentleman named Mark Harris.

Harris seemed congenial enough, but the numbers kept changing. First the $450 doubled, then it septupled, as he psychologically roped me into a long-term leasing arrangement that included equipment, bank card privileges, and software.

This was where my inner greed blossomed into full flower. I have wanted to sell my writings online for years, and this was my big chance. So instead of hanging up on Mr. Harris, I agreed to a wire transfer to him of a $100 down payment.

In two days I got a fat overnight express envelope containing contracts and papers, guaranteeing payment of a minimum of $70 a month for four years.

Staring at the numbers in the cold light of reality -- the world is not currently beating down my doors to read what I write -- I knew I would never be able to clear $70 a month in profit, so I couldn't go forward. I wrote Mr. Harris an apologetic note, and began the difficult business of getting on with my life, sans e-commerce.

But first Mr. Harris called me back, only now he wasn't so congenial. The conversation was a dilly. Harris said, "I'm not in the habit of working for hours to write up a contract, and spending company dollars overnighting materials, only to be left at the altar like this."

"But I had second thoughts," I explained. " If you make a big purchase, the law lets you change your mind. Don't people do this all the time?"

"Not to me they don't."

"Well, I'm sorry, but isn't this part of doing business, spending money cultivating a prospect, then losing the sale? It happens in my business. It's not my favorite part, but --"

"What you do in your business is -- uh -- your business," Harris shot back. "I can see now that you're just a small-timer, and I'm a fool not to have seen that from the start."

"But I told you I was a small-timer," I said. Yes, I had!

"You certainly are."

Not a pretty exchange. I was grateful, in a way, because by the end of it I was sure glad I didn't do business with Worldwide Merchants E-Commerce. I wondered how good the merchant credit card business could be, if Harris was acting out a scene from Glengarry Glen Ross over a piddly prospect like myself.

Mr. Harris was so ugly with me that I didn't have the nerve to ask him for a refund of my $100 down payment. The wire transfer should have been one of many tipoffs about the company. It was an e-commerce company that didn't do business by e-mail, and a credit card company that didn't allow credit cards!

As for me, I am no further along the e-commerce curve than I was a month ago. I am exploring other ways to do transactions. There's an affordable check-writing system available, by which a buyer writes a check to the seller, filling in his check account number, and the check is cleared in real time, and printed out on the seller's laser or inkjet.

The digital cash solutions propounded a few years ago haven't worked. No buyer wants to put $500 in an account, and then find a place to actually spend it.

Until I do find a solution, I'm keeping my website free, and asking visitors who enjoy my work to use my link next time they visit Amazon.com for books or music. That way I get a referral fee of a few pennies on the occasional dollar, and I keep providing the texts of my books and articles for free download.

I continue to get daily credit card service offers, but no one ever includes a legitimate e-mail address. You can't read their offers; they can only be explained over the phone, in real, nail-biting time. Gee, I wonder why.

 

Got an idea how to do affordable e-commerce? Let me know and I'll include it on my website!

 

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Get your signed copy of
The NEW Why Teams Don't Work
by Mike & Harvey Robbins
from Berrett-Koehler Publishers
Just click on the book cover!
A fully revised second edition of this award-winning classic
by Harvey Robbins and Michael Finley
Paperback

Winner, Financial Times/Booz Allen & Hamilton Global Business Book Award, Best Management Book - The Americas, 1995


Table of contents and sample chapters of this book...


Just click on the book cover to order your signed copy for only $12.95.
Make payments with PayPal - it's fast, free and secure!
Table of contents and sample chapters of this book...
Why Change Doesn't Work:
Why Initiatives Go Wrong and How to Try Again and Succeed
Harvey Robbins, Michael Finley
Hardcover
Just click on the book cover to order your signed copy for only $12.95.
Make payments with PayPal - it's fast, free and secure!
"This is the first treatise on change we've seen that is actually entertaining. The authors cover human and organizational barriers to change and change theories, and then take a tour of management theory that's guaranteed to upset every reader at one point or another." -- HR ONLINE

Table of contents and sample chapters of this book...

Why not bookmark Mike's columns for your weekly enjoyment?

Stimulate the economy, give a poet a dollar.

I enjoyed serving this essay up for you, and I did it for free. But this writer is currently out of work, and a bit of revenue would gladden his heart. If you'd like to contribute to this site, consider dropping a $1 tip in the "Honor Box" here. Just click the CLICK TO PAY image here. Thanks - Mike
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