Bluesnap

PeeBeeCee
PeeBeeCee Member Posts: 6 ✭
in General

We were notified by our Bank in the recent past that two attempts were made to access our primary account. Each time we had to change our cards.

As a result, we keep very little money in the account which, sometimes causes scheduled payments to bounce.

In all other cases, the fix is simple, the recipient has a documented process to fix.

Not Atera!

They have a large blue banner at the top of their portal advising of the default and insisting that payment details be changed.

" Oops! A transaction error occurred and we were unable to charge $149.00 from your account. Please update your payment details or contact support."

They have a link on the payment page to their payment provider, Bluesnap.

Using this link to email Bluesnap gets a response that a ticket was not created and requesting that their Support Contact Form be used.

This is not possible as the form requires an Order Number.

Contacting Atera support is a joke. Their support staff don't read requests for support fully before responding, most times with irrelevant solutions.

The only reason we stay with Atera is their product is great.

Support needs a lot of work.

Comments

  • gilgi
    gilgi Administrator, Moderator, Internal Posts: 313 admin

    Seems like you're caught between supports and that's frustrating, I'm sorry about that.
    I've escalated this and one of our Customer Success team members will have a look.

    Ping again and let me know when it's resolved, thanks for the kind words about the product and honest feedback.

  • PeeBeeCee
    PeeBeeCee Member Posts: 6 ✭

    Deja Vu, Here we go again.

    When will Atera make it easy to pay monthly invoices?

    The last person who emailed said if Bluesnap are unable to take a payment, they would try the next day.

    So, when we got the email notification we made sure there was adequate funds in the account.

    But no payment was taken and the blue threatening banner hangs over our heads.

    After a few stressful experiences with the arrogant, untrained clowns on Atera's support team, I am very reluctant to open a ticket.

  • gilgi
    gilgi Administrator, Moderator, Internal Posts: 313 admin

    Hey, I'm so sorry.
    Has this happened all through May-August, or was it resolved and happened again in the latest billing cycle?

    There are PI matters that I can't ask for here publicly, I'm sending a DM.

  • gilgi
    gilgi Administrator, Moderator, Internal Posts: 313 admin

    Heya,

    I reached out to our CSX manager and understood she was able to help out.

    I encourage everyone to flag, I don't always have the knowledge or tools, but can always help connect the right person to assist you!

  • heimir
    heimir Member Posts: 32 ✭

    when we signed up with Atera with requested to pay via credit card.
    We provided a resell certficate so we are not supposed to pay sales tax.
    Bluesnap can't do the payment without charging sales tax. Never ever heard of that. They are under the impression that payment method dictates if sales tax is mandatory or not. Incredibility stupid in todays world.

    Atera wanted to solve the issue by us paying the sales tax then they will refund us the sales tax, we agreed.
    I paid the bill for a year with Bitdefender, I put it on my personal credit card and the company will reimburse me. Common in all business.

    Now they are claiming I need a resell certificate for ME since Im the one that paid for it.
    The company bought the product.
    The company provided the resell certificate.

    How its paid is irrelevant for sales tax.

    Atera is coming across as totally incompetent here it its killing the newly started relationship.

    Find a better payment processer. Its so many of them out there.

    Atera, I want my sales tax back now.



  • heimir
    heimir Member Posts: 32 ✭

    Atera and bluesnap is a joke. Find a better payment processing company. They think payment method dictates if sales tax must be paid. When our contract is up we will leave Atera.

    We signed the contract with using credit card as the payment term.
    Invoice gets submitted to us and the link takes us to bluesnap.
    Sales tax is on the invoice. We send our resell certificate and Atera responds back that Bluesnap can 't remove the sales tax but Atera will refund the sales tax. We agree.
    I pay invoice using my personal credit card.

    Atera responds that I need a resell certificate for me. Totally wrong.
    Payment method dont dictate sales tax.

    Company purchased the product.
    Company submitted a resell certificate.
    Again, payment method dont dictate sales tax.
    If I paid cash it would be the same.

    Its rediculs that we have to deal with this. The more I use Atera the more I regret the decision.


  • gilgi
    gilgi Administrator, Moderator, Internal Posts: 313 admin

    Heya @heimir

    Our finance team updated me that this should now be resolved, and that you should get the refund. Please let us know if this is the case so I can assist and follow up.

    On a general note for future inquiries, tax exemption is a cycle that requires some paperwork, but once it's approved, refunds are fully reimbursed.
    We kindly ask for patience with the process, and you are always welcome to contact your customer success manager for their support with this, or directly with me if you were not assigned one, I'll gladly connect you with a staff member to ease and speed up the process.

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