Credit Card Processors...

Running a business is a Sisyphean task. Everyday, there is another crisis to be dealt with and another item to toss on the bottom of the to-do list. For those of you who have never been an entrepreneur, do something easier, like inventing a perpetual motion machine.

Today's crisis du-jour deals with our credit card processing company. They recently tightened some of their underwriting rules for us requiring information from customers to match exactly for billing address and zip code.

This sounds like a no-brainer, except for one large issue. The way that the credit card network works is as follows (more extensive version here):

• We send in our customer's information (card, name, etc).
• They check if money is available and put a hold on the funds. They send back to us an approval code and a separate code indicating if the address matches.
• If the card had funds and did not match the address, our processor then voids the authorization/hold.

Here is where the money wrench is thrown into the process. Many banks that issue debit cards don't do anything when they receive the "void" request and, instead, just let the transaction time out (usually a few days to a week). So, the transaction just "sits" out there, sucking up available balance from the customer's card until the bank deems it is ok to release it. And, to make it worse, the customer may then try 1 or 2 more times to try to get the address right.

Of course, customers look at their statement and see 3 charges from MaxDelivery when they only placed one order. And, naturally, they are upset at us thinking that we are trying to pull a fast one.  We can protest all we want that those authorizations NEVER can ever go to MaxDelivery, but the bank conveniently puts our name on the authorization, so the customers get upset at us.  And, to make it even better, all that we can do to fix the problem is call the customer's bank and beg them to please release the hold.

Today, we should be able to get this decision reversed by the card processor (I hope) by putting in place some physical controls if the address doesn't match (e.g. get a card swipe/imprint if the info does not match).  But, it's just another in an unending stream of tasks to be done if you care deeply about your customer's experience  - which I do.

So, for those of you aspiring business owners, please ensure your are a true masochist before you take the plunge.

Reminiscing about the "old days"

 I was looking at some recent posts and tweets from various people discussing Kozmo.com with them wishing that the service would come back.  After I get past the obvious indignation that "we are Kozmo, only new and improved", I also reminisce about some of the good and bad of the dot-com craziness.

There was a lot to love about Kozmo when it launched.  Joe Park came up with an incredibly crazy idea that you could go into a dial-up world and get people order their entertainment products online and then deliver them immediately.  While we knew that everyone thought we were insane, we also knew that the service was amazing and was light years better than anything available elsewhere.  And so we forged forward with a crazy dream and a lot of moxie.

You probably all know the rest of the story from there (if you don't, i highly recommend renting E-Dreams for the best view inside the rise and fall of the dot-coms).  Lots of money tossed in, some incredibly cute marketing, a great service....and an eventual crash.

I picked up the gauntlet about 5 years ago to try to recreate and improve upon the magic of kozmo, without the eventual fall that occurred.  When we started, it was an even crazier idea than when Kozmo did it.  After all, Kozmo had "proven" that you could not make a viable business of an instant delivery service and we were "destined to fail in 6 months"....that was 5 years ago...

MaxDelivery stuck as close as possible to the original vision of a service that makes your life easier, getting for you all the things that you need everyday and delivering them in under an hour.  We even kept the fees low (only a $2.95 delivery fee) and prices competitive with your supermarkets to make it easy to choose us for your daily life.

We didn't just copy the old service - we added to Kozmo's original dream by focusing the service on getting you everything you need for your everyday life.   My basic philosophy is "if you still have to put your shoes on and go downstairs, we did not do our job"  Did we succeed in recreating kozmo's magic?  Did we improve upon it?  Let me know what you think.

I DO miss those commercials with the guy getting shot out of a cannon, though!