Gareth
For transparency can you explain the transfer process? I have been aware of zip zap issues in the past. Now it seems to be that coinapult is the problem. How many hops/services are required to convert the fiat to BTC? Maybe if the user understood the complexity of the process in addition to the added regulatory requirements you are facing they would be less quick to make claims in the event of a delay.
Thanks.
Last post of mine for today until i've cleared out these orders:
A basic deposit from cash to BTC looks like this:
1 - User gets a quote, the quote is recorded on our system and is used to generate the call to zipzap's system generating a payment slip
2 - User prints that payment slip, goes to location, deposits cash, usually via moneygram
3 - Moneygram confirm receipt, send money to ZipZap
4 - ZipZap confirm receipt from moneygram
5 - ZipZap send our system a notification (for the record, a lot of the issues on the new site happened here, looks like it was DNS-related)
6 - Our system confirms the notification from ZipZap is all legit and checks the cryptographic signature
7 - Our system generates a New Order - this is where the clock starts ticking on our deadlines (since before this point we don't have confirmed payment)
8 - The New Order goes into our queue, a worker process in the backend picks it up and verifies everything is legit, screens for fraud etc
9 - The worker process sends USD funds over to our delivery partners at coinapult - we generally treat this as the point where orders are fulfilled
10 - Coinapult purchases bitcoins and withdraws from the exchange to the specified address (this stage has failed at times due to gox withdrawal delays)
Gareth,
This is great. Hopefully clients can see that this is a complicated process.
You are also trying to implement a cutting edge technology on top of an antiquated banking system.
Then you have all the US REGULATION to deal will.
Hopefully Newbes will understand that Bitinstant is a trusted service and sometime there are glitches.
As much as everyone bitches about slow transactions on occasion I for one have never seen a Bitinstant transaction NOT honored or not refunded.
Good Luck.
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