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raerae7133's comments

raerae7133 | 13 years ago | on: Recurly billing down -- some customer data lost

Rachel from Recurly Customer Support here

Our current communication is focused on getting the hard facts out to our merchants - we want to be transparent and clear about what is happening and what expectations our merchants should have around this service outage. It's slow going, careful work with many moving pieces, so our intention is not to be uncommunicative, but to provide details as we have them.

I invite you to contact [email protected] if you have any questions - I will handle all inquiries personally. We are committed to making this right and helping our merchants in any way possible.

raerae7133 | 13 years ago | on: Samwers Clone Stripe

VAT is a tricky area with a lot of special rules - this is why most recurring billing providers don't take it on.

After hearing additional requirements from dmarinoc and a few other merchants located in Spain, we have since implemented a solution for merchants using VAT.

Diego - I'll follow up with you directly about the changes :)

Rachel - Recurly Support

raerae7133 | 14 years ago | on: Recurly releases API V2, client libraries and multi-subscription

We certainly appreciated the efforts you contributed to the v1 version of our API Python library. As we had mentioned to you in our support exchanges, we realized our old Python library was not up to our standards, and that we had been working on a new client library - because this is such a large project with many working pieces, we were keeping it slightly under wraps to allow for flexibility in the release cycle.

That being said, we know many merchants will opt to stay in v1 of our API for some time, and your client library will be very much appreciated.

raerae7133 | 14 years ago | on: Facebook charged from my credit card without my awareness

If the charge was $1.00 (the charge formatting was a little unclear), this is likely a typical verification charge used to verify that your credit card information is correct. Most services void these charges as soon as they get a success/decline message from payment gateway processing the transaction, and you should see this charge removed from your statement in about 24 hours.

This charge is vaguely referred to in their payment TOS: http://www.facebook.com/payments_terms/ "If you pay by credit or debit card we may obtain a pre-approval from the issuer of the card for an amount up to the amount of the purchase...", although not clear that this also happens when there is no actual purchase, when the card is just being used as a verification method. Definitely an opportunity for Facebook to clarify the behavior when adding credit card information for different reasons.

raerae7133 | 15 years ago | on: Ask HN:With the talk of Chargify recently ...

Agreed 100%. I spend a lot of time on the Google Help Forums, and I feel terrible for the people who need immediate access to something stored in Google, and have no way of getting help.

Imagine a customer of your company experiencing a billing problem that can only be solved by Google. Their lack of responsiveness could be interpreted as YOU being unresponsive. Until Google offers you dedicated support, I would be wary of selecting them.

Disclaimer: I work for a recurring billing provider today, but I've had a lot of experience dealing with different billing solutions.

raerae7133 | 15 years ago | on: Chargify New Pricing

At Recurly, we did roll out new pricing in May of this year, and immediately received a lot of feedback from our users.

We then modified our pricing plans again in July to reflect their feedback, and grandfathered existing users in, if they so preferred.

Dan, I wish I could work with you to change your opinion of Recurly. I'd love to talk to you about your experiences and see what we can do to make it right.

Rachel, Recurly Support

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