The process of searching and selecting domain names was good. The process of putting my payment request for 15 domain name variations on hold and subject to manual review prior to payment proceding needs improvement. The explanation given for being put on payment hold (use of VPN, fraud, being outside Australia, etc) turned out not to be the true reason for being placed on processing hold (i.e. applying for many domain names at the same time). You could simply state that requests for several domain requests at the same time will be subject to a manual review and a call-back within a stated service time (e.g. 5 minutes). Requiring the customer to call you to get it sorted out should at least include a call-back arrangement to prevent that new customer from sitting on the telephone for up to 30 minutes (your stated average wait time).
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VentraIP is the largest privately owned digital service provider in Australia, backed by a team of industry veterans and local technical professionals who ensure our customers always get the best customer service and technical support 24 hours a day, 7 days a week.
