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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!!!

For eg.

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.

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compass-voice
#1619047

This matter has not been resolved. 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. How Payoneer can tell whether a payment falls under those activities when they don't even have access to the invoice is beyond me. Also, (quite conveniently) s.20 contains a clause that enables Payoneer to refuse acceptance of a payment for any (arbitrary) reason NOT listed in 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! Also, 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 https://payouts.payoneer.com/Partners/Default/pagecontent.payoneer?rsckey=ProcessorTypeBankTransfer.AccountTerms&pid=%2b1UeKX1DFBvKsZonY4BZiQ%3d%3d are DIFFERENT from those that you see when you are logged in!!!

For eg. the prohibited activities list is in s.20 if you are logged in but it is in s.18 if you are not!

EarsplittingIndri320
#1616922

Standard templares terrible

compass-voice
#1611549

It is good to see that Payoneer takes the time to reply on consumer review sites. Wouldn't it be nice if Payoneer also replied to support requests with the same urgency.

I tried contacting Payoneer support via chat once. The wait time was approximately 2 hours, and I don't want to repeat the experience. So, this is not actually an option. We were not asked for additional documents concerning the cancelled payment.

Only after we posted a negative review on another consumer review site were we contacted about the problem. We only received a vague reply about the allowed and prohibited activities (s.20 of your terms & conditions) implying that for some unknown and obscure reason the SEPA payment that we were expecting from our customer fell under the prohibited categories. So we asked your representative 2 specific questions: 1) WHAT was the category that Payoneer classified the expect SEPA payment under? And WHY?

We need to know EXACTLY the category you classified it under because we get the impression that the payment was canceled "just because", as it was about VoIP services which is plainly allowed under your terms and conditions. 2) Can need to be certain that if our customer tries to send the payment again it will NOT be declined. You have disrupted the business of our company and this is something that needs adequate justification as well as guarantees that it will not happen again.

We are trusting you with our money, after all. The case is about Payoneer's Reference Number: 181203-010252.

Payoneer
#1611510
Payoneer Verified Representative

Thank you for your feedback. We are truly sorry to hear that you did not receive the service we strive to provide.

If you did not get any response to the emails you sent to the support, it is because there has been a high influx of inquiries. However, you should be able to contact us via chat or via our social media channels by sending a private message on Facebook or Twitter. We understand that the payment was declined and re-submitted. A payment made via credit card is sometimes first declined because of the client’s credit card issuer, and sometimes it is because that the necessary documents requested for verification are not provided on time.

We suggest you directly contact the support through the different channels we offer, in order to make sure that the documents are received and verified on time in order to avoid any delay. We thank you for your patience and cooperation The Payoneer Team

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