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Shalyn Hockey

13 Oct, 2011 06:36 PM

Hi!

I have called and left messages numerous times hoping to speak to someone about switching to your service from Authorize.net. I would really appreciate speaking to someone directly. I am on a short time frame and am very interested in Cheddar Getter, but would like to ask a few questions first.

I can be reaching at 805-975-2932.

Thanks,

Shalyn Hockey
VP Strategy at Two Bright Lights

1. 1 Posted by adam on 13 Oct, 2011 08:32 PM

   

   Hi Shalyn,

   Phone support is only offered for certain high-volume CheddarGetter customers, but I would be more than happy to answer any questions you might have via our support forum. Ask away!

   Thanks
   Adam

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2. 2 Posted by Shalyn Hockey on 13 Oct, 2011 08:49 PM

   

   Hi Adam,

   Thanks for your response. Given I am a prospective customer and I may be a
   high volume client, this is a surprising response and definitely
   disappointing on the customer service front. Part of the reason we wanted to
   switch gateway providers was due to the lack of customer service at
   Authorize.net. But I understand that companies are often stretched on a
   support front.

   I have a variety of questions, but predominantly - we currently use
   authorize.net and Chase Payment Gateway. We have been frustrated with the
   user interface and reporting of Authorize.net and as a result were hoping to
   change providers. But because I know authorize.net often does not release
   the credit card info, in order to change gateways, all users have to reinput
   their credit card info. I had heard that with Cheddar Getter you could still
   use Authorize.net as our gateway and use your UI and reporting tools which
   would prevent the users from having to reinput cc data. I wanted to verify
   that this was indeed true and see what Cheddar Getters options are on this
   front.

   Looking forward to hearing back!

   Warmly,

   Shalyn

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3. 3 Posted by adam on 13 Oct, 2011 08:58 PM

   

   We are a fairly small company, and at the moment are reliant on a small support staff to manage customer communication. It simply doesn't allow us to make phone contact due to the overhead and resources required.

   That said, we have some of the best customer service in the business. Questions on this forum are answered promptly, and our developer community is constantly creating and updating their open-source API wrappers.

   As for CC data portability, that is absolutely true. You can use Authorize.net and connect to CheddarGetter. You could also set up a new merchant account with our partner at Gravity Payments, and organically migrate your existing customers over to our CheddarGateway over time. Also, CheddarGetter allows CSV and XML export of all of your data, all the time.

   What kind of reporting in particular are you looking for?

   We do offer some nice overview reporting, as well as detailed customer reports:
   https://cheddargetter.com/features/metrics-analytics

   Hope this helps!

   Best,
   Adam

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4. 4 Posted by Shalyn Hockey on 13 Oct, 2011 09:07 PM

   

   Hi Adam,

   I definitely understand! I run customer support for our company and know the
   phone is a bit resource suck!

   That is good to know about the Gateway. Just so I make sure I understand, if
   we wanted to also use Gravity Payments we would need to pay for the
   Authorize.net gateway, the Gravity Payments Gateway, and the Cheddar Getter
   UI? And since the credit cards would be processed apart from Cheddar Getter
   would the Starting up package be the most appropriate?

   I appreciate your prompt response. Regarding the reports, we would be
   looking for things such as who is up for renewal, whose credit card is
   expiring, cancellation reports, upgrades reports etc. Do you have a list of
   the different reports we could run on Cheddar Getter?

   Also through Cheddar Getter could we, for example, provide certain
   discounts/promotions such as a one time 20% discount, or adding an extra
   month onto a year subscription, etc?

   Lastly, I know you provide a variety of automated emails. Are these emails
   branded through Cheddar Getter or can we personalize them?

   Thanks!

   Shalyn

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5. 5 Posted by adam on 13 Oct, 2011 09:34 PM

   

   Hi Shalyn,

   Thanks for understanding!

   1. You would need to continue paying for your Auth.net account until the migration was complete. On our end, you would only need to pay for CheddarGetter's "Blowing Up" plan. That plan includes a free gateway (CheddarGateway) that you would use in conjunction with a Gravity Payments merchant account (which doesn't charge a monthly fee, only transaction costs, which are less than most other merchant accounts).

   2. Our reporting would allow you to see most of those metrics, but in most cases you wouldn't necessarily need to see them. One of the primary reason people use CheddarGetter is to avoid having to think about who is up for renewal and who is expiring soon. Our automation sends out messages at appropriate times, reminding your customers to either update a card when it is due to expire, or renew their subscription.

   Our Dashboard shows:

   Total Customers
   New Customers
   Cancellations
   Net New Customers
   Total Revenue
   Base Revenue
   Other Revenue

   Our Customers page shows:

   Time as Customer
   Time on the Current Plan
   Changed Pricing Plans (x times)
   Total Customer Revenue
   Plan type
   Credit card type
   Credit card expiration date
   Date of signup
   Next bill date

   1. Yes, discounts and promotions are easy to implement through the use of "tracked items", which is a very powerful feature of CheddarGetter. They provide near infinite flexibility for this sort of thing.

   2. All emails are completely customizable with branding, colors, and logos, as well as using custom mail-merge tags based on your customer database.

   Some good places to start if you want to dig into the documentation...

   What Does CheddarGetter Do?:
   http://support.cheddargetter.com/kb/getting-started-19/what-does-ch...

   Quick Start Guide:
   http://support.cheddargetter.com/kb/getting-started-19/quick-start-...

   Pricing Plan Basics:
   http://support.cheddargetter.com/kb/pricing-plans/pricing-plan-basics

   Hope this helps!

   Adam

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6. 6 Posted by Shalyn Hockey on 17 Oct, 2011 08:01 PM

   

   Hi Adam,

   This was super userful info. Thank you! I am going to speak to our
   developers but I think we will probably go with you guys.

   My last question is - are you guys a replacement for Chase Payment Tech as
   well as Authorize.net?

   Warmly,

   Shalyn

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7. Support Staff 7 Posted by Marc Guyer on 18 Oct, 2011 03:05 PM

   

   Hi Shalyn -- Paymentech is a "processor". Authorize.Net is a "gateway".

   We have our own gateway: CheddarGateway which is included with CheddarGetter.

   Our preferred processor is First Data with a merchant account through Gravity Payments. Gravity Payments merchant accounts are known to be compatible in every way with CheddarGetter/CheddarGateway. The Gravity Payments process begins with the form here: https://cheddargetter.com/admin/gateway/new.

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8. 8 Posted by Shalyn Hockey on 19 Oct, 2011 01:10 AM

   

   Good to know. But would it be possible to stay with Chase Payment Tech and
   use Cheddar Getter?

   Thanks!

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9. 9 Posted by adam on 24 Oct, 2011 03:23 PM

   

   Yes indeed! You can use your Chase Payment Tech account in conjunction with CheddarGetter's gateway (CheddarGateway).

   Thanks,
   Adam

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10. adam closed this discussion on 24 Oct, 2011 03:23 PM.