Update by user Jan 06
UPDATE=======This matter has not been resolved. After many messages back and forth (with the usual wait times) nothing happened: the payment was just refused by Payoneer.
In fact, another customer of ours tried to send us a payment and this was refused also. Payoneer will just not disclose the grounds for the refusal. They just justify their actions by referring us to s.20 of their terms and conditions which lists activities that Payoneer will not accept. However, the payment was not under one of the prohibited categories!
How Payoneer can tell whether a payment falls under those activities in the first place when they don't even have access to the invoice, is beyond me. Also, (quite conveniently) s.20 of their terms and conditions contains a clause that enables Payoneer to refuse acceptance of a payment for any (arbitrary) reason NOT listed under s.20!The last straw was when yet another payment was refused by a customer whose previous payment had been accepted by Payoneer without any problem! Needless to say that this has made us look really bad to our customers, apart from the problem of not being able to receive the payments themselves. Anyone who is considering to use Payoneer as a payments service must know that the terms and conditions that appear on their site when you are not registered/logged in are DIFFERENT from those that you see when you are logged in!!!
the prohibited activities list is under s.20 if you are logged in, but it is in s.18 if you are not!So, we're done with Payoneer. We can't trust them with our money or our reputation, it was just a huge waste of time.
Original review posted by user Dec 07, 2018
We already knew that Payoneer's support took a very long time to respond to our questions even before applying for an account but after our account was activated, our biggest client tried to make a payment which was rejected for no apparent reason. We contacted Payoneer as soon as our client notified us and also submitted the appropriate documents so that our issue could be resolved as soon as possible.
We also informed them that it's a matter of urgency.
It's been five days since we submitted our initial ticket and no one has replied yet. We sent yet another message today but to no avail.
Reason of review: Poor customer service.
Preferred solution: Let the company propose a solution.