Time to get Candid about Payment Gateways!

Thx for the post @Annarose.Peterson since the choice of gateways is limited and some are only available in certain countries, the choice is not so large. We use a PayPal version but an obvious provider that is missing is Moneris.

@lrnlab that is such a good point about considering which gateway is available in which country! Especially if you are expecting transactions to come in from all over the world.

GREAT topic!

We use CyberSource and it was a lot more work and red tape than I anticipated. It required work getting connected to the CyberSource admins for our company  to get the info needed to set up the integration, and then once it was setup the testing is tricky because it’s very particular about what needs to be added  from the user standpoint. There are faux credit card numbers that can be used, but we also used a corp card. We’ve found that refunds require more work too because it’s not done in Docebo or CyberSource, so there was a whole process set up for refunds and reconciling with finance and accounts. Also, set up your notifications in Docebo for purchases made so they have a “receipt” of the purchase. We didn’t have the proper fields in our emails so for a time we had to go into CyberSource and generate the receipt for those that asked for them.

My biggest advice is get all of the internal stakeholders you need with plenty of time to make decisions and to test. 

@steveninfinger Good points and agree 100% that you need to get all your stakeholders around the table before you commit to one or anohther  but if you’re going to open the pandora’s box that is Docebo eCommerce, there are many gaps not the least of which is the payment gateway. We opted for Payflow but couldn't get it set-up as the app was so old is was missing the user ID field that PayPal required. Docebo needed to perform an update for us to be able to use that gateway.

I have used Authorize.net, and there were not too many complaints about it.  We only once had a course which had a content partner discount associated to it did not have the discount applied appropriately, but I think that was an issue on the Docebo side rather authorize.net.  We were able to get the difference refunded pretty easily.  

Aside from gateway, we dealt with a lot of users who preferred to use POs and checks rather than pay with credit card.  So our biggest challenge was finding a work-around for that since we could not manage that within the system. The user could not indicate they were using an alternative form of payment when they were checking out.  

@Annarose.Peterson, we found the same when it comes to paying outside of the LMS with a credit card. In our previous system the customer could select to be invoiced, which was manually work on our end, but still a helpful option for our client base. By not having the option in the LMS it has just moved the work on to the customer and other teams. It wasn’t so much an improvement, unless you ask the person on our team that was having to track it each week. 😁

@Annarose.Peterson and @lrnlab It’s been a year so why not bring this all back up. Our Cybersource keys are about to expire and we’ve been trying to replace them. Just like the initial setup it’s easier said than done. Have you had to renew your keys for your gateways, and if so, did you run into any issues?

It seems so straight forward > create a new key, get the new keys and paste them into the LMS. Alas, no luck. We’re getting server errors in the LMS when we try to save the new keys.

@steveninfinger we use Stripe and did run into some set-up issues but no related to keys; we had issues with transaction IDs that feed into another system. Is support any help?

We’ve gone back and forth but their suggestions haven’t led to success on our end.

I wonder if you need to deactivate the entire app and start fresh? From what you're saying it almost sounds like the new keys are still looking at some old data and cannot resolve the update...does that make any sense…?? What gateway are you using ?

ooooo that’s an interesting idea. The ol’ turn it off and back on again. We’ll add that to the list if our current actions don’t work. We’re with Cybersource for our gateway. We currently think it’s an address verification issue that is coming from our processor (a 3rd system!).

that would certainly interrupt the process...hope you can find a fix soon.