Upon advice from these forums, I emailed ssl@ for a receipt for my recently purchased SSL certificate, on Oct 17th. A few hours later I receive a request for the last 4 digits of my CC, the date and the domain. The fact that Order IDs are meaningless worries me! I reply straight away (and the mail has definately been delievered to EV1).

Having not heard anything since then, I reply again today, including the whole thread, and I get another request for the same details that are in the mail that was included in their reply!!

EV1, sort out your SSL procedure! My card issuer seems to believe that you are in breach of the general Mastercard agreement (by not providing me with a written/printed receipt, on my request), and seem happy to process a chargeback.

How hard can it be to include the minimal required details (amount, service, date, ID, any taxes, total) in the confirmation email sent out?

Why can't SSL customer care reps read the emails being sent (they're not that long, honest)? Why do they say "Unfortunately we do not offer a receipt for the purchase of the Certificates" and in the next sentence say "if a receipt is not requested, it is not automatically sent".

I'm not asking for very much, and don't expect much. Issuing a receipt seems to be a requirement (and certainly something I've got from EVERY other CC transaction I've ever done in my life), so why should it be so hard? You've got it badly wrong, and I'll ask that you fix it.

.cg

Firstly our apologies for any inconvenience you may have experienced.

cgarvey if you would please forward me your email I will make sure that you get that receipt asap.

I have personally been working with our development team on making our system automatically generate receipts when a certificate is purchased, I agree with you on this it should send one out.

Please email me the email to [email="osc@ev1.net"]osc@ev1.net[/email] and I will get on this for you asap.

Thank you for your patience and understanding,

Just to follow up on this. Mario did indeed get this sorted within minutes.

I welcome the move to change the system to automatically, although seeing is believing, so hopefully that moves alone fairly quickly.

There does still seem to be a customer service issue (ignoring replies, not reading replies, etc.), however. It also goes without saying that one shouldn't have to wait a month.

Thanks to Mario for getting it sorted.

I do agree with this and have asked our supervisory team to look into why this had happened, the way I usually handle situations that arise is always:

Fix it first, find out why later.

I am glad we were able to help you out with this and yes I will still work closely with our development team to get that automated as I know this has not been the first time this has come up.

Thanks again for your understanding,