Comment · Wed, September 26, 2018 · Natrium Health & Nootropics Depot
Nootropics Depot international fee explanation
Original post in this thread
chronophan · 3 points
I spent a couple hours today and last Friday with three people from my bank trying to understand the random "international fee" charges I've seen on Nootropics Depot bank transactions beginning last April. The people at the bank crawled around the Nootropics Depot site as I had, trying to find a reasonable explanation why a simple domestic transaction for the same products would some months be just a simple domestic transaction and other months would be inadvertently routed though a bank in another country causing an additional fee.
Today I received a curious explanation from explanation from Nootropics Depot support;
* ..we are working with two different card processors. One is located in the US and the other is located in the UK. Transactions processed on our site are load balanced between the two processors so we are unable to predict which charge will go through which processor. However, the UK processor currently only accepts VISA cards. So if you were to use a Master Card or American Express, you would be guaranteed a charge from the US processor. .... I am sorry again for any confusion with this. Unfortunately we have to keep both processors running at all time…
What they were answering
ExpensiveBody · 1 points
You should make it clearer on your site during checkout considering most people being charged by your UK processor will incur an additional fee.
When I ordered from you, I did not expect this additional charge, but I didn't complain about it because you provided good service and it was a small amount. If I had known about it, I actually would've used a different card that didn't charge additional fees.
If you want to build your reputation as an honest and legitimate vendor, I think you should just make it very clear during checkout. I didn't expect it as I knew you were a US based company before I placed my order. It just makes you look shady if you're not completely upfront about it during the order process.
u/MisterYouAreSoDumb · Natrium Health & Nootropics Depot
We have a section on it on the payment terms page.
http://nootropicsdepot.com/order-payments/
It's also on the terms and conditions page that you have to agree to when checking out. I realize that most people just click that they agree, and don't read. However, we definitely list it in there
http://nootropicsdepot.com/terms-and-conditions/
The payment integration on Bigcommerce does not let us into the code to add other features, or we would absolutely have a statement on the page where you enter your details. It's just that Bigcommerce locks a lot of things down. If we were on an open-source platform like Magento, we could do it. We just kind of have our hands tied with the current platform.