Welcome to Curious Business

Every Friday, I post a small insight into running Curio City and/or Blue Hills Editorial Services. My most recent posts are directly below. You can also start with the first post, or use the subject labels to the right to home in on particular topics. Feel free to comment on anything that interests you.
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Showing posts with label Reasons to hate banks. Show all posts
Showing posts with label Reasons to hate banks. Show all posts

Friday, May 12, 2017

Calling In Sick, and Certifiably Existing





After torturing the proclamation of Curio City's eventual end from myself last week, I got a nasty case of the flu that confined me to bed for two days and kept me dragging through the rest of the week. Curio City used my sick-out to deliver its best two-week performance of the year. Jackite's long-anticipated pole shipment finally hit and a dozen backorders shipped all at once. The record-keeping was...delicate...and my head was not in a good state to handle it. 

That ought to take a big bite out of the ol' debt, huh? Yes and no. All of those dropships have to be paid for next month, and most of them came in below the 50% margin that I need to eke out a profit. I've whittled it below $7,000, and I hope to break the $6,000 barrier next month. Remember that, whatever else I decide about my store's future, nothing can happen until the debt is gone. 

I half-wonder if I should keep Curio City going just as Kite City. That's essentially all I sell now anyway. But Jackite has a chronic history of supply problems, and when they run out of something, they're often out for months (or even years) at a time. Formally slaving my fate entirely to theirs would be frustrating, at best.

Next week I'll take a first pass at defining some milestone decision dates. Closing my store will be a long, delicate process that has to be done in the right order to squeeze out as much money as possible while curtailing costs. Fortunately, that's the kind of management challenge that I'm good at.  

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In 2009 I hit on the idea of escrowing my payroll taxes in a little savings account. Earning a few pennies in interest is fine, but socking the money away for my quarterly payments is the real point. Now I need to do the same thing for Blue Hills. After mulling it over I decided to open a second account to keep things neatly organized, rather than transferring Blue Hills taxes in and out of the Curio City savings account. It's all just Kraken Enterprises as far as the IRS is concerned, but I'm compulsive.  

Wrong decision! Capital One not only declined to activate my new account, they also froze my seven-year-old account. They did not bother telling me this; I only found out when the transfer that I had ordered two weeks ago didn't take place. When I followed up yesterday, their website told me that my accounts would be activated as soon as they received the "necessary documents"; as you might guess, they didn't tell me what those documents might be. Since there's no way to email them a question, I finally concluded that they want their own authorized signer form filled out, plus a "certificate of existence" from the state...which Massachusetts will email for the low low price of $10. After the requisite printing, signing, and scanning, I emailed those two pointless forms yesterday. Naturally, I have received no response. It would not surprise me to find out that they'll want some other random forms. 

These accounts will never earn even enough interest to recoup that $10 fee, but at least now I have a certificate that I exist. That's oddly validating. I wonder how I got through 12 years without one.

Capital One used to be ING Direct, one of the earliest web-only banks. I liked ING. I have never liked Cap One. But inertia keeps my Roth IRAs and household savings there, so they'd have to really, really piss me off to make me move my tiny business escrow accounts. They're off to a good start, but they aren't quite there yet.    

Friday, October 14, 2016

Loose Ends

Remember when I bitched about getting a chargeback from a Switchables customer who claimed unauthorized use of her card? That was on Sept. 7. I challenged the claim the next day and PayPal market it "disputed" on 9/25. All this time, I've been expecting them to snatch away $76.06 plus at least $25 in fees. Well, on Monday I discovered that it's marked Closed. Their explanation reads:

Using the information you provided, we are in the process of disputing this chargeback with the buyer's credit card company. Please note that this dispute process can take 75 days or more and that there is no guarantee that we will be successful in our attempt to recover your funds. If we are successful, we will promptly return to your account any recovered funds that we previously debited for this chargeback. We will notify you of any updates about this case by email and in the Resolution Center.
This matter has been resolved and no funds were debited from your account for this chargeback. We were charged a fee for processing this chargeback and have debited your account a Chargeback Settlement Fee.


They never did notify me of any updates and I'm quite sure they didn't take a fee, so I'm skeptical that it's really over and done. I've been keeping a $125 minimum balance just in case. If I've really heard the last of it, this will be the first chargeback dispute I've ever won. I tagged this as a Reason to Hate Banks, but it's really a reason to un-hate PayPal.

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Last week I announced the Skeleton Hand Jewelry Holder on Facebook, as I routinely do with new products. A day earlier I had announced the Skull Tidy and gotten the usual 23 views and one Like. For some reason, the Skeleton Hand got three Shares and was seen by 151 people -- almost surely a new record. (On Facebook, Likes are copper pieces and Shares are gold pieces). After a newsletter autoposted to Facebook I got more than 200 views for the week. Only one of those 200 people clicked through to my store and s/he didn't buy anything. I learned long ago that Facebook advertising is useless, but one click from 200 impressions is impressively awful.  

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Believe it or not, the Google tracking code saga grinds on. It's working right about 75% of the time. My developer, who graciously put in far more hours than I paid him for, is stymied by that other 25%. So am I. 

My years as a Quality Assurance tester taught me that reproducing a bug is often the hardest part of fixing it; you can't fix what you can't understand, and you can't understand what you can't see. His code is probably fine -- it should either work or not -- so the fault is most likely either in Sunshop, or in individual customer checkout processes. Are they using smartphones or computers? Apple or Windows or Android? PayPal or credit cards? I started a spreadsheet to look for patterns, but Analytics only gives me aggregate information about users' technology -- I can't see it for each transaction. With a sample size of just four conversions this week, it looks random to me. I might not even be asking the right questions.  

He can't work on the script any further without more information; at some point I might just have to accept that half-working is as good as it gets. But I'm going to compile data for a couple of weeks before that happens. I might have fixed it a few days ago by pasting his script into a page called by the long checkout form that my template supposedly doesn't use -- I haven't seen a failure since I did that.

Friday, April 08, 2016

Did PayPal Finally Manage to Kill Me?





This is Curio City's worst week since...well, ever. I should be doing around $600 a week. The first week of April last year nearly doubled that; this week might not even crack $100. You'd have to go back to 2007 to find a week that didn't break $100.

All systems, including daily traffic, look nominal; in fact, considerable ad tweaking has got visits up to 200+ per day, which ought to be reliably delivering two to four sales. People either just don't want what I'm selling or they don't want to buy it from me...or else there's something wrong with my website.

Yesterday a woman called to order one of my last five Eagle kites. Telephone sales are ordinarily a nuisance but I welcomed this opportunity to double this week's anemic sales. Her credit card was declined. Uh-oh...we know that PayPal's been trying to kill me for years; did they finally succeed? My site passed inspection, and it turned out that the lady had given me an inaccurate card number. Unfortunately, the corrected number was also declined, this time for an invalid CVV code. She swears that it's accurate, and maybe it is: The payment gateway, not PayPal, is rejecting the transaction. I tried bypassing my site by using PayPal's virtual terminal with no joy. I tried turning off the CVV requirement -- nope. Another test transaction went through just fine again. But a test transaction placed by me through my site on my computer using my credit card isn't a super-valid real-world test. 

I have no idea what's going on. Checkout trouble would explain it. I'm not seeing that, but getting just one legitimate transaction would make me feel better (it's been two days without any). If things don't turn around very quickly then this will be my final death spiral. I'm only going deeper into debt while I can't even cover daily expenses, and debt is the killer. 

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Constant Contact is raising their price from $16 to $22 per month. I was already thinking about canceling it at the old price. The six newsletters that I publish in a year effectively cost me $32 each (plus the trivial value of my time). Each issue produces zero to two sales, usually discounted. There is probably some small value in having a mailing list and insinuating myself into people's mailboxes periodically, but I don't know if that's worth $192 a year, much less $264. Is learning their new interface worth the bother or should I just pull the plug now?  

I'm going to crank out a couple of newsletters over the next two weeks and let the response to those determine whether there'll be any more after that. 

Friday, March 25, 2016

PayPal Is Still Trying to Kill Me




PayPal is threatening to cut me off again -- Not for the first time, or even the second time. I think their issue is the same as it was last May. 


We recently announced several security upgrades planned for this year, some of which may require you to make changes to your integration. You’re receiving this email because we’ve identified areas of your integration that may need to be upgraded.
What you’re about to read is very technical in nature – we understand that. Please contact the parties responsible for your PayPal integration, or your third party vendor (for example, shopping cart provider, and so on) to review this email.


They helpfully included a table showing action items flagged "Yes" if you need to make a change or "No" if you don't. Mine looked like this:

·         SSL Certificate Upgrade to SHA-256: YES
·         TLS 1.2 and HTTP/1.1 Upgrade: YES
·         IPN Verification Postback to HTTPS: NO
·         IP Address Update for PayPal Secure FTP Servers: NO
·         Merchant API Certificate Credential Upgrade: NO
·         Discontinue Use of GET Method for Classic NVP/SOAP APIs: NO

The two items flagged as deficient are something I understand in a general, non-technical way, because they're the same thing that they panicked me over last May. I double-checked with my web host anyway; MDD Hosting verified that their server and my SSL certificate both meet PayPal's encryption standards. I wonder if they reversed their YES/NO flags -- what if "NO" means "No, you aren't compliant" instead of "No, you don't need to do anything"? I hope that isn't so because I don't understand those last four items at all, beyond knowing that they are shopping-cart specific (and hence Turnkey's problem).

Since the email didn't include any way to respond, I logged into my PayPal business page and used their Help contact form to ask for clarity. After a few hours I received an automated reply with some boilerplate that didn't come anywhere near my question, but it did say " If the following information doesn't answer all of your questions, please reply to this email and one of our customer service representatives will be happy to assist you. ". I hit Reply, pasted in the same question, and sent it off again. 

No response at all. So much for clarity. 

In case you've forgotten, PayPal is my credit card processor. If it breaks I won't be able to accept any payments at all. I choose to assume that their email is right -- that the first two items are the ones that supposedly need attention, and that I already addressed these so-called problems last summer. Either my website is going to break or it isn't, and I won't know for sure until June. 

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As long as I'm hating on PayPal...I got my first chargeback this week. A customer reported an unauthorized charge to her credit card company instead of asking me about it. The USPS showed her package as undeliverable and being returned to sender. Refunding her money is annoying, but as long as I get my merchandise back I'm only out the transaction fee ($0.90) and the shipping charge ($2.60). But because she initiated a chargeback instead, PayPal skinned me an additional $20. Should I have disputed the chargeback rather than accepting liability? Other banks have charged me as much as $25 at each stage of the dispute process, and then invariably decided against me anyway, so I decided to cut my loss rather than risk more penalties. I couldn't refund the money without accepting liability so there was probably no avoiding that $20 penalty. 

Based on the item that she bought (Glovin' It), the "unauthorized charge" was probably made by a child (assuming it was really unauthorized in the first place). A real thief would have spent more than $20...although the undeliverable address is suspicious. Maybe it was a real child thief.

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The annual Cavalcade of Crap is coming up again next weekend. Pretty sure I'm not going to bother attending since (a) I'm already $4,600 in debt, and (b) jury duty is going to pull me away from work for at least one day next week, and potentially longer. Maybe I'll change my mind at the last minute and slog through that sad little trade show yet again, but that debt is going to be with me well into the summer. It's kind of pointless if I can't buy anything.

Friday, October 09, 2015

Can Bernie Sanders Beat Trump?




Since I failed this year's "find great new products" objective, I need to sell more of the same old, same old. Metal Earth models are at the top of that list. I dropped $800 this week just to replenish the models that I sold last year and next week I'll spend at least that much more on some small fraction of the 100+ models that I don't carry yet. At the rate that they keep adding new ones, I'll never be able to stock the whole line.

Last week I said that "I can't responsibly start placing Christmas orders until my November statement period begins on Oct. 13," so how the heck did I spend $800? Irresponsibly! Since I need products now, debt is the answer. 

I really, really hate going into Q4 with a pile of credit card debt, but what else can I do? The orders need to start flying in earnest next week. After this Columbus Day weekend it will be time to switch the Bing ads back on and start working longer hours. Christmas is here.

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Thieves are coming out of the woodwork. This week somebody asked if I would use his freight consolidator to ship to the Fiji Islands. Uh, no. That's Fraud 101. I don't know what brought my little store to the attention of international thieves, but I hope it passes soon.

Incidentally, last week's post brought double the usual number of visitors to my Facebook page. I can see why the media loves Trumping up some clickbait. Just for fun, let's see what happens when Bernie and the Donald duke it out. I'm not even going to touch on the political speculation that would justify my blatant clickbait headline.

To be clear: Clicks don't make me any money by themselves. Google paid me $100 five or six years ago after I finally accumulated enough clicks on the ads that run between my posts. Since then, my unpaid balance has crept back up to $75 ($0 of that from the past 28 days, yo). If you aren't running an ad blocker, be my hero and click one of those ads to send a few pennies my way. At the rate things are going it will take two more years to make the $25 that will trigger another payout. 

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Monday morning a customer called to change his Unassembled Osprey kite order to an Assembled kite. I can't change the amount of a sale so I needed his credit card number to collect a few additional bucks. After berating my website for his failed reading comprehension, he told me that his daughter controls the credit card. I canceled his order and went through my usual order-cancellation rigamarole. Refunding the payment is the last step in that process. 

Due to a reading comprehension failure I didn't notice that my PayPal transaction list was several hours out of date. I refunded the top order, which actually belonged to the previous customer. There aren't any do-overs after you issue a refund. PayPal's list still wasn't updating, so now I couldn't see the transaction that I still needed to refund or the erroneous refund that I might or might not have just issued. Oddly, the account balance seemed to be updating properly, so I could infer the invisible transactions until a third order materialized. Unsure whether the refunded guy would pay me a second time, I told Jackite to hold his order until further notice.

Now things were pretty bollixed. Fortunately the guy who started this whole chain of errors had also mistyped his email address, so he didn't get the deluge of automatic emails that my correction efforts kicked out. It took the rest of the day to straighten out this mess of my own creation, starting with a sheepish phone call to the innocent fellow who got the mistaken refund. He cooperated and I gave Jackite the go-ahead to ship...then realized that I'd written his number down wrong and still couldn't charge his card. (I managed to correct that mistake without calling him back.) Jackite missed my go-ahead message and didn't ship his order until yesterday. But everything's finally straightened out and my customers should be satisfied, if not happy. I hope.

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