Jennylyn (9/20/2019, 3:10:40 PM): Hi, thank you for contacting Keap Support. My name is Jennylyn. I hope you're doing well today. Jennylyn (9/20/2019, 3:11:07 PM): Hello! Me (9/20/2019, 3:11:30 PM): Hi Me (9/20/2019, 3:12:03 PM): Europe has introduced new additional security measures (SCA) and the deadline to comply with them was the 15th of September Me (9/20/2019, 3:12:20 PM): It looks like Infusionsoft did not implement these requirements. Me (9/20/2019, 3:12:35 PM): I'd like to know how this affects me as an IS user and my customers from Europe who are trying to pay Me (9/20/2019, 3:12:43 PM): My understanding is that their orders will now decline Jennylyn (9/20/2019, 3:15:24 PM): I do understand how important it is for us to compliant to this process Kim. There is an extension of 18 months for this process. and we are making sure that our order forms will be compliant to the rule before the extension ends Me (9/20/2019, 3:17:06 PM): Yes, but my understanding is that this extension means that YOU (IS) will not be fined for non-compliance. That's good for you. But frankly, I don't care about that. Me (9/20/2019, 3:17:22 PM): What I care about is whether my customer's transactions will be declined and whether I will be missing out on sales. Me (9/20/2019, 3:17:38 PM): And I would like to hear an official response on that. Me (9/20/2019, 3:18:12 PM): If you think that our transactions won't be affected by this, I'd like to see documentation and proof. Because so far everything points to me that we will be affected by higher rates of decline now Jennylyn (9/20/2019, 3:18:48 PM): One thing you have to ensure is he payment processor(merchant ) you're using is PSD2 compliant. Jennylyn (9/20/2019, 3:19:29 PM): Originally the deadline was set for September 14, 2019. However, on August 13, 2019, the Financial Conduct Authority granted an 18 month extension for Strong Customer Authentication Jennylyn (9/20/2019, 3:20:30 PM): The transactions won't be affected by this and customer's transactions will not be declined Jennylyn (9/20/2019, 3:22:28 PM): And plans we have here in Keap is to be fully compliant for certain process by early 2020. Me (9/20/2019, 3:23:48 PM): My understanding is that the extension means you will not get fined for non-compliance Me (9/20/2019, 3:24:08 PM): Are you saying the extension means that European credit cards won't require strong authentication at all for 18 months? Jennylyn (9/20/2019, 3:25:14 PM): Yes, that is correct. Me (9/20/2019, 3:25:52 PM): Can you point me to some documentation adn proof for that? Jennylyn (9/20/2019, 3:26:17 PM): I can check on of this online. Jennylyn (9/20/2019, 3:26:23 PM): One moment please Jennylyn (9/20/2019, 3:31:06 PM): Please bear with me Kim. I am looking for that article as we have no customer facing article in our help site. Jennylyn (9/20/2019, 3:33:46 PM): https://www.fca.org.uk/news/press-releases/fca-agrees-plan-phased-implementation-strong-customer-authentication?fbclid=IwAR2YWz2xH36ZhrnrlwBEn-c5-1wrU4uJVzTRa-r5FlVPlEhPoq19Z48cLn0 Jennylyn (9/20/2019, 3:33:57 PM): You can check this link Kim Me (9/20/2019, 3:35:04 PM): All this says is: The FCA will not take enforcement action against firms if they do not meet the relevant requirements for SCA from 14 September 2019 in areas covered by the agreed plan, where there is evidence that they have taken the necessary steps to comply with the plan. At the end of the 18-month period, the FCA expects all firms to have made the necessary changes and undertaken the required testing to apply SCA. Me (9/20/2019, 3:35:15 PM): This doesn't mean that my customers won't be declined. It just means that you lucked out and won't be fined. Jennylyn (9/20/2019, 3:35:52 PM): We make sure that customer's payment won't be declined. Me (9/20/2019, 3:36:02 PM): How do you do that>? Jennylyn (9/20/2019, 3:36:53 PM): We have customers that are inquiring about this and has no issues with their customers placing an order. Jennylyn (9/20/2019, 3:38:56 PM): Aside form the order forms that we are working on to be compliant, you have to make sure that your merchant will comply with the process. Me (9/20/2019, 3:39:29 PM): Our merchant, stripe has been fully compliant for months Jennylyn (9/20/2019, 3:40:15 PM): That good to know and rest assured that we will comply to this process and your customers transaction will not be affected Me (9/20/2019, 3:41:15 PM): What I am hearing you say is this: Our order forms have not been compliant by the September 14th deadline. We are fine with that, because we were granted an 18M extension where we won't be fined. We have no idea if our users' customer's orders will start declining at some point or not. We have no systems in place to monitor it. We have no plan in place in case it happens. We simply rely on our users complaining to us IF THEY SOMEHOW BY ACCIDENT discover that their rate of decline has increased. Me (9/20/2019, 3:41:33 PM): Can you please confirm that this is indeed Infusionsoft's official response? Jennylyn (9/20/2019, 3:42:46 PM): Yes, this is Infusionsoft/Keap official response. Me (9/20/2019, 3:43:19 PM): Wow. And can you please confirm that you feel this is a reasonable and appropriate way to handle one of the most important functions of your software? Jennylyn (9/20/2019, 3:45:23 PM): I know how important for us to be compliant to the process Kim and we don't want this to be the reason of failed transaction that could affect your business. We are doing the best that we can to be compliant to the process. I can send a product feedback to our development team regarding this , to have our order forms be compliant as soon as possible. Me (9/20/2019, 3:47:34 PM): You are not doing the best you can. The deadline for this was known for three years. Most of your competition has implemented this MONTHS ago. You haven't implemented it. You haven't communicated with your customers. You are caught with your pants down right now and you are DOING NOTHING to mitigate the issue. You are not even monitoring if there are higher decline rates. You are not even doing the bare minimum here. Me (9/20/2019, 3:47:49 PM): But thank you for providing an official response. Me (9/20/2019, 3:48:13 PM): I will post this on the community forms as there is a thread with other users who are wondering about this and you have not provided an official answer there. Me (9/20/2019, 3:49:15 PM): I apologize if I come off angry. I understand this is not your fault and I am sorry you are the one who has to deal with this. I am just extremely disappointed with the Infusionsoft management. Jennylyn (9/20/2019, 3:52:10 PM): I do understand Kim . I know how critical this is to keep your business transaction run smoothly and I don't take it personally. and Thank you for bringing this so we can suggest to have a statement in our website for all customers who are asking about this. Me (9/20/2019, 3:52:23 PM): Yes, that would be great Me (9/20/2019, 3:52:24 PM): Thank you Me (9/20/2019, 3:52:27 PM): Have a good day. Jennylyn (9/20/2019, 3:52:39 PM): You're welcome Kim Me (9/20/2019, 3:53:01 PM): The save chat button doesn't seem to work Me (9/20/2019, 3:53:07 PM): Can you please send me the transcript? Jennylyn (9/20/2019, 3:53:09 PM): We appreciate your business with us and thank you for contacting Keap Chat Support. Have a great day!