Author Topic: ArcEurotrade Ordering (Read 17606 times)

allanchrister · « **on:** March 17, 2014, 10:40:58 AM »

Well, I guess its because of the life my wife and I lead, but I've just been astonished at the very unhelpful and couldn't care less attitude when I just called up ArcEurotrade to make an order. However, as my bank account and credit card is registered in the US, and my wife is in the Foreign Office and we are based in Thailand, and I wanted an order mailed to our B&B in Northumberland when we are on vacation there next month, they absolutely, categorically refused to even discuss the issue, insisting that they only would send an order direct to the card holders address. Wouldn't even discuss it. Unfortunately, the things I really wanted were some 10/20/40 and 20/40/60 blocks and some square and hex ER32 holders that are only available from them. I asked about other forms of payment and they said the only way is to stop at their shop/warehouse and pay cash, but Leicester is not on our route.....nowhere near.

Does anyone know where else these items are sold, if they have a web page, and if they would deliver to an address other than the cardholders address. I have had absolutely no problems with any other vendor in the UK, even Amazon, who regularly deliver expensive books anywhere I want in the world.

I'm very disappointed.....

NeoTech · « **Reply #1 on:** March 17, 2014, 11:00:17 AM »

As someone that has been building e-commerce sites and systems professionally for my entire career. I can say, if you wouldnt have been based in Thailand, that wouldnt have been an issue at all. But the major part of credit card fraud comes out of thailand, vietnam and laos these days. So most traders are really careful, really really careful with orders from those regions. And i understand your disappointment, but it's the reality for many online traders. :/

I would say the easiest way is to let a fellow forum member order them and just send em to you. Otherwise ebay have those step blocks, the Square and Hex ER32 holders is not that common though and Arc is the best source for them.

allanchrister · « **Reply #2 on:** March 17, 2014, 11:19:10 AM »

Hi Neo,

I understand about the Thailand business, but that's not where I am ordering from, asking for stuff to be sent or even where my CC is based out of. I really appreciate CC security, but other vendors in the UK (and I have just booked hotels and car rentals with the same card) have no issue with this, and there is a definite address for items to be sent to in Northumberland. Just the arrogant couldn't care less attitude and didn't want to help at all to sell his company's products. Will certainly not recommend ArcEurotrade to anyone....

Allan

lordedmond · « **Reply #3 on:** March 17, 2014, 11:28:45 AM »

As a person who has just been stung for £500 by traders not delivering to the card holders address , I think they did the correct thing by declining your order , and I wish all traders would only deliver to the card holders address it would have save me a lot of hassle

Yes my bank did sort it out its the hassle of sorting out the good from the bad and having to wait for new cards to be sent out and accounts changed over

you could arrange with the B&B to order them for you and pay them , hotel booking are different to goods sent out as far as the CC company is concerned

Stuart

mattinker · « **Reply #4 on:** March 17, 2014, 11:50:16 AM »

Quote from: NeoTech on March 17, 2014, 11:00:17 AM

As someone that has been building e-commerce sites and systems professionally for my entire career. I can say, if you wouldnt have been based in Thailand, that wouldnt have been an issue at all. But the major part of credit card fraud comes out of thailand, vietnam and laos these days. So most traders are really careful, really really careful with orders from those regions. And i understand your disappointment, but it's the reality for many online traders. :/

I would say the easiest way is to let a fellow forum member order them and just send em to you. Otherwise ebay have those step blocks, the Square and Hex ER32 holders is not that common though and Arc is the best source for them.

It's nothing to do with Thailand, I live in France, I wanted to pay Arc with my French Visa card and have them deliver to my son's UK address, nothing doing!

I was never given a reason that I could understand!

Regards, Matthew

allanchrister · « **Reply #5 on:** March 17, 2014, 11:50:54 AM »

Stuart,

I think that's the only alternative - if they are willing. I could give the B&B the cash, the web page and the order info, when I arrive, and see what happens. But that's a lot to ask for from a B&B owner, don't you think? They wouldn't even take PayPal, or allow me to send them cash directly.......and why don't Amazon do the same thing then?? I have ordered dozens of books to be sent as gifts to friends all over the world without hassle, and of even greater value than my relatively small order. Just completed an order for some model locomotive brass etchings without hassle as well......

NeoTech · « **Reply #6 on:** March 17, 2014, 11:51:47 AM »

Then they are incredibly paranoid. I know several clients of mine has issues with specific regions tho.

lordedmond · « **Reply #7 on:** March 17, 2014, 11:55:15 AM »

Allan

Amazon can stand it maybe Arc are not willing to stand the potential loss its to do with the floor limit that the CC learning house has set

Yes its a pain but I think its set out in there terms of business , but not sure

Good luck hope it turns out ok for you

Stuart

awemawson · « **Reply #8 on:** March 17, 2014, 01:06:18 PM »

Living in the UK I've obviously not had these complications, but I'd just like to stand up on behalf of ArcEurotrade. I've had several dealings with them over the years and they've never been anything other than helpful and honest.

ketanswali · « **Reply #9 on:** March 17, 2014, 01:19:11 PM »

Well Allan,

It is disappointing to read that you consider that we are 'arrogant' and that we 'couldn't care less'.

We take CC security seriously. Nothing to do with being paranoid. You are based in Thailand, card registered in the U.S., and you want us to ship to an address in U.K.. Well, sorry but your own credit card company will not guarantee this payment in any way what so ever. So, if they are not prepared to guarantee your payment, why is it 'arrogant' if we decline?...also your conversation with a member of my team would suggest that your order was expected to be in the region of GBP1,000.00, even though your opening post and earlier comment suggests that your order was 'small'. Large or small however, is not the point. Getting payment guarantees is.

Amazon can take the risk, they can afford to take the hit, but ARC simply cannot. As for PayPal, we do not regard them with the same level of respect as you do. Their guarantees are worthless, and they are not governed or regulated by any 'official' financial institution in the world. Hence, at present we only consider PayPal orders for up to GBP100.00 in value.

Our policy is there for a reason. It is there to protect our customers as well as us. We and other traders in our line of business get targeted regularly from around the world, including U.K., and each one of us decide what risk we are prepared to take. If others chose to take higher risks than us, it is really up to them. We can only comment on our policy. If you feel that is arrogant, that is your wish.

Ketan at ARC.

ketanswali · « **Reply #10 on:** March 17, 2014, 01:34:32 PM »

Quote from: mattinker on March 17, 2014, 11:50:16 AM

It's nothing to do with Thailand, I live in France, I wanted to pay Arc with my French Visa card and have them deliver to my son's UK address, nothing doing!

I was never given a reason that I could understand!

Regards, Matthew

Example Reason: We have Russian Companies based in two parts of the U.K., who have 'Platinum' credit cards registered in U.K., France, as well as certain other countries, placing orders for delivery to U.K. addresses. Their bankers are well known, well established British banks, and U.K. addresses can be found clearly on Google Earth. So, why would shipments made to these U.K. addresses disappear?..perhaps you should ask the same question to one or two of our competitors who have fallen victim to this...considering that their approach to risk is different from ours...or perhaps you should ask PayPal why a higher percentage of French buyers who choose to pay by PayPal create mischief?...We have won every PayPal dispute because of our security measures, but the process is not easy jumping through the PayPal hoops if you are a small company like ours.

There are so many example reasons, but it will always be difficult for me to give you a reason which you will understand because ARCs policy made ARC fail to do what you want it to do.

Arbalist · « **Reply #11 on:** March 17, 2014, 01:52:43 PM »

I had a phone call from a nice lady in Canada a couple of years back asking if I'd ordered $400 worth of T Shirts to be delivered to an address in New York. When I said no she said "I thought not, I would cancel your credit card if I were you". Delivering to a work address in the same country of residence is one thing, delivering to a completely different country is something else.

John Rudd · « **Reply #12 on:** March 17, 2014, 02:52:42 PM »

Quote from: awemawson on March 17, 2014, 01:06:18 PM

Living in the UK I've obviously not had these complications, but I'd just like to stand up on behalf of ArcEurotrade. I've had several dealings with them over the years and they've never been anything other than helpful and honest.

Likewise, never had an issue with Ketan or Arc.....just a satisfied customer.

clivel · « **Reply #13 on:** March 17, 2014, 03:07:36 PM »

Unfortunately the internet has given petty thieves and con artists global scope for their activities.
A friend of mine here in Canada recently found that his card had been used for thousands of dollars of purchases delivered to an address in Argentina. After a number of calls back and forth to the card company, they eventually credited his account. From what he understood the card company was going to pass the loss onto the merchants involved. So one can well understand smaller merchants wanting to minimize their risk. The Amazons of the world are big enough bear the risk themselves, or big enough to stand up to the credit card companies.

That being said, I did run into a problem with Arc a few years ago. After placing an on-line order I received an email form the "Security Team" informing me that my "order was declined for security reasons", my initial reaction was that I felt that I was being treated like a criminal, but once I calmed down enough to send Ketan a polite email, an explanation was proffered and my order was processed without further delay. All subsequent purchases from Arc have gone absolutely smoothly.

ketanswali · « **Reply #14 on:** March 17, 2014, 03:27:06 PM »

Quote from: NeoTech on March 17, 2014, 11:51:47 AM

Then they are incredibly paranoid. I know several clients of mine has issues with specific regions tho.

As a builder of e-commerce websites, you can definitely understand the situation, even if you think that we are incredibly paranoid. Have you tried to be in your clients shoes

...

If your clients are anything like us, first we have to deal with the bank or PayPal, which 'captures' the payment on our side. Then, at the insistence of such 'capturers', each transaction has to go through a security gateway provider. In ARCs case, it is 'SagePay' who screens every capture. To screen every capture, a certain level of 'interbank' understanding/co-operation has to be in place, in accordance with international agreements. This does not include PayPal and virtual debit/credit cards or any other fancy method. The level of screening available is dependent on the level of co-operation the payers bank wishes enter into. This again is variable from country to country. This is supposed to be uniform, but it is not. Example, Spanish banks provide the lowest level of security risk co-operation, Norway banks are somewhere in the middle, Swedish banks provide a good level of security risk assessment, and so on.

At the end, SagePay provides us a risk report bases on at least three or four factors, including confirmation to say if the payers bank guarantees the payment or not. Then it is up to ARC if we take the payment or not. Once we accept, only then is the payment is released to our bank, which happens to be Swedish

.....becasue I am paranoid about the poor service of British banks!

We are one of the few traders who only take 'authorisation' of payment value through our website. We do not take immediate payment with order. We only take the payment when we are ready to process the order, or we cancel the 'authorisation' if we are not happy with the order or for any other reason. However, we are aware that overseas banks and PayPal in certain countries 'take the funds' from the buyer - their customer at the time of authorisation, so in certain cases it looks like ARC has taken the payment, when it clearly has not.

(Presenting in John Stevensons style): TRUE STORY: As another example, such an event happened to a Swedish customer :-) whose payment authorisation we had canceled by mutual agreement, so that he could send large value funds by TT to us. His Swedish bank were insisting on taking their time to release the funds back to his account, so he turned up inside his bank and demanded that they re-credit him back immediately, or they should call the police to remove him from the branch. After a lot of frantic internal bank telephone calls, the funds were released back to him without delay.

You might consider all of this as being paranoid, but we consider this to be part of the baggage of running an internet business.

Arbalist · « **Reply #15 on:** March 17, 2014, 04:19:45 PM »

How do I get a Swedish bank account?

Jonny · « **Reply #16 on:** March 17, 2014, 04:20:22 PM »

Certainly alarm bells would have rang out with that one, any legit business would have declined unless could prove identity.
Always had good service from Ketan.

Paypal are a law to themselves, its convenient for both parties if all goes well.
From sellers point of view Paypal can retrieve the money paid weeks after a dispute, so seller could loose out after sending goods.

Probably list on one hand the countries I haven't sold to, no trouble with Thailand, even shipped to Denso and several personal addresses there, good postal service. Try getting stuff back from Russia.

Other forms of payment are available, no effort and usually cheaper than paypal, even the US caught on a few years ago no problem with NZ 10 yr ago. In fact just done one Friday again to Germany one shop £5700 by IBAN, cost me £10 for the business bank transaction fee dead easy. Paypal took £85 fees for buying £1865 ish the other month to a foreign land. Proof of identity was required for the goods not for the payment.
Any business has the right to refuse sale but should look at other methods.

ketanswali · « **Reply #17 on:** March 17, 2014, 05:10:47 PM »

Quote from: Arbalist on March 17, 2014, 04:19:45 PM

How do I get a Swedish bank account?

I guess you have to become paranoid like me to get a Swedish bank account in the U.K..

.....In fact, my bankers: Svenska Handelsbanken are just as paranoid as I am...if not more. In the U.K., it is a lot tougher to get an account with them then it is with any U.K. high street bank. Their interrogation process is the good old fashion way, with help and advice from a mature generation of 'real' bankers....and not 'commission salesmen' who call themselves bank managers in our general high street banks. The bank managers at Handelsbanken in the U.K. do not work on commission and the local branch bank manager has the power to make real lending decisions, unlike some faceless young wet behind the ears twat working in some call center in the U.K. head offices of U.K. bank who feeds garbage into his computer and then tell the commission salesman what the computer says...YES or NO. I moved to them about four years ago. On several occasions, they helped me avoid getting into financial holes, which at the time I considered to be pessimistic opinion - not what I wanted to hear, to the extent of what I considered to be paranoia on their part, on certain projects I was working on.

...the U.K. high street banks would have said YES SIR to me, in the same situation

... If you want to read about my bank, click this link: http://www.bbc.co.uk/news/business-25336448

ieezitin · « **Reply #18 on:** March 17, 2014, 05:42:23 PM »

Well I empathize with Allen, I’m an ex-pat from England and live in the US and all my banking is US and I have a hell of a time with finance back and forth the pond, I know the feeling that you have the cash and are legitimate but because of common trash thieves you’re getting nowt , I also blame the banking system, they just can’t or won’t get their act together, in fact I believe the Americans are the worst at it, the banks say it’s to protect us but really it’s for them and we pay the price by being inconvenienced and are forced to swallow there bad service, now and again we even have to bail erm out too…..

I understand the vendor as well why should he get shafted, there is no out for them either; their force fed the (Bent) broken credit system to which if they refuse the services their out of business.

Ketan…On the customer service issue, since now you know this feller is genuine how about taking his order let the money clear in then send him his stuff…… That would be first class service in my book,

Anthony.

JohnHaine · « **Reply #19 on:** March 17, 2014, 06:26:28 PM »

Maybe some kind madmodder who lives in the uk could order for you and dispatch to your holiday address?

Deko · « **Reply #20 on:** March 17, 2014, 06:35:17 PM »

I have been dealing with ArcEuro for about 10 years now and NEVER had any problems whatsoever.

Cheers Dek.

John Stevenson · « **Reply #21 on:** March 17, 2014, 06:55:50 PM »

Well I wasn't going to post but seeing as I have been dragged kicking and screaming into the fray after having had my name used in vain.
I would just like to add that I for one am pleased than Mr Swali is taking so much care with monetary transactions as I now know my two quid MUST be in safe hand because it sure isn't in mine.

NeoTech · « **Reply #22 on:** March 17, 2014, 08:20:24 PM »

Well this escalated quickly.

Ketanswali i do understand your predicament. And that size of order value i had refused as well under those circunstances.

And btw im swedish. Our banks arent better than any other country really. Thiefs all of em. ;)

geoff_p · « **Reply #23 on:** March 17, 2014, 08:51:37 PM »

I live in Thailand but, as an ex-Pat, I can't have a credit-card with my Thai bank-account. I do, however, have a PayPal account linked to my Thai bank-account and it works admirably. But then I only want goods sent to my address here, where the account is registered.

It is a bit of a b****r when a company don't accept PayPal but that's just my hard luck.

As for ARC, I have had only one dealing with them and I must say, their Service was superb.

Geoff, Thailand

Manxmodder · « **Reply #24 on:** March 17, 2014, 11:27:46 PM »

I've tried for the last 15 minutes or so to register with Arc Eurotrade in order to place an order.

I,ve given up as that is the most difficult registration process I've ever encountered.

If someone from Arc wishes to guide me through the seemingly impossible maze then we may get round to doing some business.....OZ.

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Author Topic: ArcEurotrade Ordering (Read 17606 times)

lordedmond

lordedmond