As part of e-commerce consulting projects we do lot of people are not able to decide which payment gateway service provider to go for. In early days when their used to be alternative between ICICI and Citibank. ICICI used to be the preferred service provider due to competetive costing and caring nature towards the customer.
But over last 36 months we have seen drastic change in quality level of service provided by ICICI payment gateway. 6 Months back during peak sales season for one of our site using their paymet gateway services since 2001 they withdrew master card service. This lead to immediate loss of 40% of our customers based on previous years record.
What really got us all worked up was not the reason they withdrew Master card service but they did it based on following reasons
i) Account selected by Master card for audit
ii) ICICI bank does not have any say in the process
Worst part was all of these actions were being taken on our account without any notification forget WRITTEN NOTIFICATION. Our team has been following up with ICICI bank since thevn for a written response on why services had been withdrawn and why they have not been restored. Till date we have not received any response and all effort to get a response from people higher up in management has failed to entice any response.
On the other hand we begin dealing with AXIS BANK (UTI BANK) which have been supportive in finding alternative by trying to get response from master card why we cannot operate as a merchant and what we could possibly do to restore back master card service on our site. They also have a better technology interface and leaves you out the hassle for forcing customer to goto bank server for processing of credit cards. They are offering much more competitive rates but more than that consulting and advise which every first step internet merchant would find useful.
My Recommendation is to stay away from ICICI Bank payseal payment gateway services if you would like to have trouble free online merchant experience.