IPS Inc., Powered By IP.Nexus
We use IP.Nexus to power our entire company, so we're confident when we say it's the best eCommerce tool for your community. All of our billing processes are handled by it, as is all customer support. Our IPS Hosted Communities are managed by it. We handle our software licensing with it. And we allow our community to sell resources via our IPS Marketplace, and pay them their earnings.
As a preface to this post, I want to make clear that anyone who has used Nexus 1.5.0 in a professional setting where many transactions occur daily, from purchases to automatic renewals, may find Nexus a flawed business solution. (I will explain this opinion below)
I am quoting the above text from IPS' Nexus sales page to show that, based on my opinion, IPS is representing Nexus to be something it is not, the best eCommerce tool for your community. As for the rest of the sentences, it may be true that IPS do in fact use Nexus, but do not be fooled to believe it means it is stable (at least for 1.5.0) or that you will receive immediate support should your business' financial integrity be jeopardized.
Some of you might not be aware of a very serious issue that Nexus 1.5.0 has. It cannot process subscription renewals. Of course, there are many other serious issues that Nexus 1.5.0 came with that are very basic to catch, but weren't, which I can backup should any one of you feel that I am lying.
Think about the ramifications of the bug I just mentioned for 1.5.0. Any large community processing and accepting dozens to perhaps over hundreds of subscriptions a day will face TOTAL NIGHTMARE when using 1.5.0.
Why is that?
It is because Nexus 1.5.0 was shipped as a flawed product because it is incapable of promoting a user to the proper primary group when an automatic subscription was made. If your board gets an average of 10 subscription renewal payments a day on Nexus 1.5.0, that means you are accepting 10 transactions each day but Nexus is not promoting your paid customers to the proper primary or secondary group. In the customer's point of view, they may believe that Nexus is stealing money based on the logic that the customer paid, but did not receive the product.
Furthermore, it is tedious and sometimes impossible to track down who made payments based on paypal transaction logs because the "Search Customer" feature is lacking. Searching last names isn't full proof. Nexus returns the first match of a last name and that may not be the one you're looking for. Nexus also doesn't let you search transaction IDs. And even if it did, that is useless because after the upgrade to 1.5.0, Nexus wiped out the gateway ID (transaction ID) field from the customer's invoice report in the ACP. I cannot confirm if this data exists in the database and can be accessed via phpmyadmin, but I can confirm that you do not have access to this data in your ACP. Thus, major flaw.
Next comes support:
There is no way to mark a nexus related issue that affects transactions as critical when making support requests. IPS only allows critical tickets when your board is offline, and threatens to charge you a fee if you flag your ticket as critical when they deem it is not per their description next to the checkbox.
Based on my perception / opinion, support for really critical issues pertaining to Nexus are slow. The amount of failed transactions is growing each day in my case. Shouldn't IPS take Nexus related issues more seriously and resolve them in 1 day? Nexus renewals cost the most relative to other IPS product renewals yet I feel tickets are not properly resolved in time.
In summary, here are my negative feedback:
1. Nexus 1.5.0 shipped as a product with too many show stopping bugs. These bugs are easy to find and will hit almost ALL store owners that use their ecommerce solution heavily. These bugs are as follows:
A) You couldn't process physical transactions
B) You cannot process subscription based transactions via drop down
C) You cannot process automated subscription renewals.
Now you tell me. For a shopping cart solution that deals with transactions, what good is it if it can't process the transactions stated above?
2. Support is slow and not sufficient for Nexus related issues. Customers should have the option of marking a nexus related issue as critical if it is affecting their transactions or business. Problems such as physical products not being able to be sold, or subscriptions not being able to be sold via drop down, are serious issues. So serious that one wonders how they even made it to the final product. Furthermore, the problem of not automatically promoting paid customers to the appropriate user group when a renewal payment is made is a HUGE issue that should not even have existed. If they do come up, of course unfortunate, they should be resolved QUICKLY. They should automatically be promoted to tier II and quickly reviewed before going to tier III. Every support response must be well thought out and pertinent to the issue. I have received support responses that are flat out wrong. Just feel how a customer feels knowing they are wasting their time correcting a staff member who made a false assumption, thus delaying the ticket resolution process by waiting for an updated response?