What has not changed in India’s Payment gateway providers

Disclaimer : This is my personal views written on personal blogs. My product http://www.explara.com uses various gateway and this post is based on our ‘practical’ issues written in the spirit of making things better. If you feel misquoted, you can reach me.

We use services of so called leading payment gateway providers, even the new kids.

Rate of Failures
They compete on who can offer 0% gateway fee rather than 0% failures. Hello Gateways!, your merchants needs food not air i.e. they need 99% successful transaction not 0% processing fee. The rate of failures is an assumed phenomenon in India and they assume they will continue to mint on failed assumptions.

Bad Customer Service
We ‘make’ them crores of transaction, I mean crores and you know what they do to us ? They don’t pick our phone call even during office hours or don’t follow up via support system. Can somebody tell them to use FreshDesk.com/ SupportBee.com, Exotel.com, WebEngage.com kind of services.

Activation Deaths
Even today in the fast forward Startup world, activation is one factor that can ruin you! Try getting service activated.Don’t believe what they say unless you get it.

Lack of forward looking world
Payment gateways thinks Social media is some alien, we hear comments like ‘your website footer has links to Twitter, can you remove that please before we can approve a service’. OMG!

Red tape mindset
Somehow they will try to make you wait and go post to pillar as they know their good and bad payment gateway competitors do same. Wow, what an world they are building.

International cards
Payment gateways are so secretive about why they don’t offer international card processing, you will feel like somebody has cursed you to not think ‘international’. “Anyway, we are big coolies of the world, so how can we build amazing products that world audience will like to take service from”, they seems to think so.

Unwanted Data
Why do they need shipping address shown to user when user is buying an electronic goods. Even if they need the same for physical goods, can they not provide an option, so we could switch off? OMG, this is technology when they make 300 crore gross in a year!!

Partial Data capture
They clear transaction even when the name was not captured. Our merchants blame us and think we are the culprit.

Poor UX
Oh, lets stop here.  What is UX todo with payment gateway?

The bureaucracy mindset effects on B2B Startup Business development in India

~4 years in business, 1000s of customers, crores of revenue making clients! Yes we are in an exponential business of ‘ticketing and event management’. But one thing that has surprised me to core is : bureaucracy effect /lobbying of groups in India decides whether you can serve (get their business)! Beware : If you have been reading too many success stories of silicon valley startups, your ‘B2B startup in India’ will fail miserably!

How?
In India,

  • you have to be well connected
  • you must belong/find a relationship to lobbying groups
  • you need to make them feel they are doing a favour by using your solution/services
  • no matter how many testimonial/hard-work to prove, they have no value
  • value added service doesn’t matter, what matters is ‘cheapest service’
  • a single man standing can stop you entering the lobbying gorups 🙂 …as an Indian, I am sure you will know what this means
  • you will be called for several meetings, the intention is to slow you down and/or delay you, based on some silly things