Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered candles and they have been shipped and are in the ************* however they have not been delivered the shipping address I provided. The company also does not answer emails on the subject.

  Business Response

  Date: 07/09/2025

  Hello *****,

  Thank you for contacting ************************ support. I can only imagine the frustration you must be feeling when not receiving the goods you paid for.
  
  Based on what you've written, I suspect there might have been a misunderstanding about how WooCommerce works. WooCommerce is the software used on a self-hosted WordPress-powered website to make ecommerce possible. In other words, ************************ didn't process the payments for your order and is not associated with the site where you purchased these products.
  
  Here's what I suspect is going on: you purchased a product from a website that uses the WooCommerce software, but it wasn't clear that it's that company that actually fulfills the orders. Since Woo, as a company, doesn't fulfill the orders for this site, you'd need to get in touch with the website where you purchased those products directly, as it's not something that *** has any direct control over.
  
  The WooCommerce plugin is free and open-source. This means that anyone, anywhere in the world, can download it and use it to set up an ecommerce site without needing to contact us or ask for our permission (similar to how you would install an app on your computer).
  
  We would recommend that you visit the store and look for a "Contact" or "Help" page, or check the order confirmation email you received when placing the order, to get in touch with them so that you can find a solution to the situation.
  
  In the event that theyre entirely unresponsive, the next step would be to get in touch with local authorities to investigate things further. You'll also want to reach out to your bank or credit card issuer in the hopes of disputing the charge on your credit card. If you paid via ******, you could also get in touch with the ****** support team to lodge a complaint against the seller.
  
  Finally, we also have additional documentation on missing orders/refunds that provides more in-depth background information.
  
  I hope this helps you in the right direction!

  Customer Answer

  Date: 07/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ************

• Initial Complaint

  Date:06/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  this company promotes fraudulent companies. This company sets up a platform to take peoples money with no intention of providing the products. This company is liable will continue to support companies that rip people off con artists.

  Business Response

  Date: 06/14/2025

  Thank you for the opportunity to respond to this concern.
  
  We understand the seriousness of this issue and appreciate the chance to clarify our role. WooCommerce is an open-source eCommerce platform that enables merchants to build and manage their online stores. As a platform provider, WooCommerce does not own or operate individual stores, nor does it manage transactions or fulfill orders on behalf of merchants.
  
  That said, we recognize the importance of trust and safety in eCommerce. Many WooCommerce merchants choose to use WooPayments, our integrated payment processing solution, which is powered by ******. *********** includes a dedicated fraud prevention team and leverages sophisticated algorithms to detect and prevent fraudulent activity. This includes real-time risk assessment, transaction monitoring, and automated systems designed to flag or block suspicious behavior before it affects customers.
  
  Unfortunately, like with any online platform, there may be rare instances where bad actors attempt to exploit the system. When this occurs, we take swift action, especially if the store uses WooPayments. Our team investigates reported activity and, when necessary, disables accounts or halts transactions to protect consumers.
  
  We are deeply committed to maintaining the integrity of our ecosystem and encourage any customers who suspect fraudulent activity to report it directly to us. We also work closely with regulatory bodies, payment providers, and law enforcement where appropriate.
  
  Please know that your concerns are not taken lightly, and we will continue doing everything in our power to support safe, honest online commerce.
  
  Sincerely,
  
  ***
  WooCommerce Happiness Engineer

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Woocommerce has been holding my funds without release, they stolen my funds without question.

  Business Response

  Date: 05/29/2025

  Hi there,
  
  Thanks for your feedback through the Better Business Bureau.
  
  The nature of your complaint relates to the processing of website payments through your WooPayments account with us. As such the details I can share here are limited.
  
  I can share though, that when it comes to payment processing we follow regulatory guidelines to ensure the optimal experience for merchants and customers alike. I note that you're actively in touch with our support team. They've detailed the current situation, as well as the next steps required, and look forward to assisting you further.
  
  ************************ Support
  
  

• Initial Complaint

  Date:04/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  woocommerce has more than 50 requests on. wordpress!!Your better off, chiseling designs that will help pepole give you money for free!If the old people from ww1 came back from ***********, they would have to wait for ******* to for their pensions to kick in before wordpress could be used to ****** woocommerce ptsd medicine.They would need to ask the j*** for jvc 401k funded help to make the internet connection work better before the mustard gas slowly raced the wordpress request to their death.Mean while woocommerce would gain a bump in thei stock from their sadistc programmers. only the worst let your phones get raped by that many strangers.

  Business Response

  Date: 04/21/2025

  Hi there,

  Thanks for your feedback for WooCommerce/ WordPress. To assist you further on the issues, please post the detailed issues in our Support Forum so we can look into them and help you there: ************************************************************

• Initial Complaint

  Date:03/03/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a fraudulent 1099K from Woo Commerce whom I have never worked for or done work for. The fraudulent 1099K lists that I made $61,446.73 from March-September of 2024. I am requesting contact from Woo Commerce **** so we can begin the process of correcting this information, closing the fraud account, and sending information to the *** to indicate that I did NOT earn or work for Woo Commerce to obtain $61,446.73. Account#: *********************

  Business Response

  Date: 03/03/2025

  Dear *******,

   

  Thank you for writing about this and reporting here.

  We'd love to further examine your case. Could you please open support case with us by emailing us at ************************************************************************?

  If you could also attach the 1099K scanned document via the email, that would be much appreciated. 

  Thank you again for your patience and understanding. 

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 23014404
  
  I am rejecting this response because the issue is not yet resolved. They only asked me to email them. I have emailed them and attached the fraudulent 1099. This has not been resolved though.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 03/11/2025

  Hello,
  
  Our team here at ************************ confirms that we are in touch with **** ******* about this issue (ticket # *******) and still working on resolving the issue they have brought to our attention.
  We understand it may be taking longer than expected, but please rest assured that we are actively working on it.
  
  Thank you for your patience.
  

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23014404
  
  I am rejecting this response because: the issues is still not resolved.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:01/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transactions: 14 purchases on 12/5/24 and 1 purchase on 12/15/24 Total Balance Owed: $1,238.38 I setup Woo Commerce online store to sell seats/spots for live training session. No physical product was sold, shipped or anything else. It was for an in person training session. Payments were processed and funds not released for payment. The balance my customers paid is being held and not released for deposit. Even though the funds have been identified as available.After 14 days (per website) following their website support directions I contacted ****** and requested payment. They communicated all is good on their side and that Woo Commerce was responsible for releasing payment. 12/29/24: I contacted Woo Commerce requesting deposit of the balance.12/30/24: Received an email that out website "raises concerns as to whether the products are being sold directly through your WooPayments integration". They asked for details on my products, shipping, policies, etc... for "understanding your business model and in determining the next steps for enabling payouts on your account."12/31/24: I responded, letting them know that I do not sell physical products and other sections of the website point people to our Amazon Affiliate site (not through Woo Commerce).1/2/25: Sent a follow up email requesting immediate deposit of the outstanding funds.1/3/25: I called the phone number I received from the Stripe vendor and left a message.1/4/25: Received feedback that there is still no feedback from payment team To date, I've received no information on why this money is being held and what needs to be done to close it out. All I would like, is for them to release my balance for deposit for the payments my customer have made.

  Business Response

  Date: 01/09/2025

  Hi there,

  We understand that there is frustration from this merchant that their current balance of $1,238.38 USD in their WooPayments account has not yet been paid out to their bank.

  Please note that their account has been flagged by our internal payments team for possible fraudulent behaviour. As a result, their deposit has been held until we can verify that they are acting in good faith, i.e. their customers are not reporting issues.

  Their balance will be paid out to them on February 1, 2025. Going forward, they will be on a monthly deposit schedule for the time being.

  While we cannot share too many details on the reasons for the flag, as this would allow fraudulent businesses to take advantage of our systems, we have made suggestions to this customer in past interactions on things they can do to show they are selling events in good faith, including:

  * adding a link to their events from their home page / main menu

  * adding a contact page, so customers can get in touch if need be

  * adding a returns / refunds policy

  * adding a terms and conditions page

  However, this merchant has still not added these things to their site.

  We intend to pay out the full balance on February 1 as per our internal policies.

   

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22776017
  
  I am rejecting this response because:

  There are no requirements or limitations to setup their payment processing.  Our product is an in person class which where communication and contact is driven from a separate platform.  We were only using the website for payment processing as an intial test with plans to expand the use for additional physical products, if the future.  Again, there are no requirements or expectations provided for using the payment processing (refund policies, communication, etc..).  They reviewed our site without reaching out for any comment or direction on actual usage.  They did not reference our store page with the class for sale.  Meaning, they were happy to accept the funds and hold without any discussion.

  As I understand they flagged the site, there was no communication that it was under review and no communication of the review process.  It was not until I reached out to them after several weeks of no communication to understand the problem in their setup documentation.  I continued to push daily and they finally agreed to start monthly processing on Jan 8th.  There is no reason to hold this money through February 1st.

  No requirements set to receive funds, no communication on flagging account or review process.  There is no option to speak with a representative.  Apparently, they would like clear contact information and refund policies... but yet they do not provide the same.

  
  Sincerely,
  
  ***** House

  Business Response

  Date: 01/14/2025

  Hi, 

  While our Payments Team could not accommodate their request for an immediate payout, they did review the account once again. At this time, the account has been approved for Weekly payouts. Were happy to revisit the timing of pay-outs once the account has been active for some time. 

  Their payout is expected to arrive on January 21, 2025. 
   
  Please note, this is an expected date that is subject to bank processing times. 
  

  Also, it's important to clarify that there is significant documentation available on payouts and why they may be held or delayed. Such as the one documented here, for example. **************************************************************************************. Anything that can be publicly shared about WooPayments is already available and kept updated at all times for our customers to review.

  We have also responded to all their emails about concerns regarding their deposits in a timely manner. 

  We take processing payments seriously, as much as we review merchants to ensure fraudulent businesses aren't created, we also review and prevent fraudulent customers from using stolen cards against merchants to reduce charge backs and disputes. It's an intricate balance that we strive to keep as best as possible.  Keeping the platform secure for any merchant and any customer is the utmost priority for us. Also, reviews take time, and hence these incremental steps towards monitoring and processing funds/deposits.  The lack of documentation about the business, specifically a refund policy, a terms and conditions reduces transparency for customers are also one of the many factors affecting such credibility decisions. Such documention is definitely missing on this website. 
  

  We still urge that the following essential pages be added to the website.  These pages are critical for providing key information to your customers and ensuring transparency.  These pages also help all payment processors, including WooPayments understand your business better. We recommend including the following pages on the site and making them easily accessible to visitors, such as through links in the footer:
  Terms & Conditions
  Privacy Policy
  Refund Policy

  Thanks

• Initial Complaint

  Date:12/02/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/20/24 I sold my first item using ****** for US$885. Since our sale was from a repeat customer I refunded $100. Order was delivered on 11/22/2024. As per ****** rules I had to wait 2 weeks to receive our funds. After 2 weeks the funds never came. I reached out and they stated newer accounts remain blocked until the account shows more activity and a reliable transaction history. I told them I would not be using them again, so there would not be an upcoming transaction history. I provided the *** tracking # and proof of delivery. Then they did an analysis of my accounts single sale - and closed our account. They say that they will hold our US$750 for 120 days - and then they MAY release the funds. I spoke with our customer this morning and they said they are happy and and they are not disputing this transaction. *********** is illegally making up a dispute and ripping our business off. How is this legal in the **?

  Business Response

  Date: 12/03/2024

  After an internal review we have released the pending balance of this account to the merchant. All remaining funds will be issued to the nominated bank account provided by the merchant.

  Customer Answer

  Date: 12/05/2024

  Better Business Bureau:
  
  After 30 days from the original sale and many frustrating hours of dealing with unreasonable statements from WooPay - we finally recieved our funds today.
  THANK YOU Better Business Bureau for stepping in and helping to resolve this made up issue by this untrustworthy vendor.

  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently created a WooCommerce WooPayments account to support my online business, MetaCyberGuru *******************************. However, shortly after setup, I received an email stating that my account was suspended and would be closed, along with the associated Stripe Express account. This action came as a surprise as I did not violate any terms or engage in any prohibited activities.
  
  Upon inquiring for clarification, WooCommerce responded by stating that, while a "recent analysis" led to this decision, they could not provide specific details due to internal protocols. Additionally, they informed me there is no appeal process to contest this suspension.
  
  Resolution Sought:
  
  I am requesting that WooCommerce:
  
  Provide a clear and specific reason for the suspension to clarify what aspect of my business or account triggered this action.
  Reinstate my account if this suspension was a result of an error or misunderstanding.
  Background Details:
  
  Account Creation: This WooPayments account was recently set up solely for my legitimate online business.
  Response Received: Despite requesting clarification, WooCommerce has declined to offer any specific information regarding the suspension and has denied any recourse for appeal.
  Impact: This has negatively impacted my business operations, and I am unsure how to proceed without clear reasoning or a fair chance to rectify any misunderstandings.
  I seek BBB's assistance in facilitating a response from WooCommerce that provides clarity and transparency in this decision and allows an opportunity for the account’s reinstatement if feasible.
  
  Thank you for your help in resolving this matter.

  Business Response

  Date: 11/12/2024

  Hello there,
  
  I understand it is frustrating to have your business put in this situation. As per the policies you agreed to when creating your WooPayments account, we reserve the right to refuse or suspend WooPayment accounts, as determined by us in our sole discretion in accordance with our terms of use. We are unable to support your account on WooPayments.
  
  Please know that WooPayments is a service separate from the WooCommerce software. Your store’s products will remain online and be able to accept orders via other payment methods.
  
  We support many businesses accepting payments via Square, PayPal and other payment providers. You can download free Square and PayPal integrations via WooCommerce.com then continue to sell via your site with those payment gateways.
  
  You can view available payment methods here:
  *********************************************************************************
  
  I hope this helps! Let me know if you have other questions on this. 
  

  Customer Answer

  Date: 11/12/2024

  Complaint: ********

  
  

  I am rejecting this response because:

  
  

  Please provide the reason for the suspension of my account. What did I do wrong?

  
  

  Sincerely,

  
  

  ******** *****

  Business Response

  Date: 11/14/2024

  Hi there,
  

  As per the policies you agreed to when creating your WooPayments account, we reserve the right to refuse or suspend WooPayment accounts, as determined by us in our sole discretion. Unfortunately, we won't be able to provide any more details.
  
  The best way forward is to find a set up an alternative payment gateway so that you can continue doing business. We support many businesses accepting payments via Square, PayPal and other payment providers. You can download free Square and PayPal integrations via WooCommerce.com then continue to sell via your site with those payment gateways.
  
  You can view available payment methods here:
  *********************************************************************************
  
  

  I hope this helps.

  Customer Answer

  Date: 11/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  WooCommerce has not provided any specific details or explanations regarding the suspension of my WooPayments account. Their response only referenced their policies and their discretion to suspend accounts, but it failed to address my main concerns.
  As the owner of MetaCyberGuru.com, I take compliance with WooCommerce’s policies seriously and strive to ensure that my business operations adhere to all terms of service. However, the lack of transparency in their response leaves me unable to identify what actions, if any, led to the suspension. I believe that I am entitled to:
  A clear and specific explanation of the reason for the suspension of my account.
  Identification of any policy or guideline that may have been violated.
  Guidance on how to resolve this issue or steps required for reinstating the account.
  WooCommerce’s suggestion to use alternative payment gateways like Square or PayPal is noted, but I believe the focus should first be on resolving the issue and providing transparency regarding this situation. Understanding the reason for the suspension is critical to ensuring compliance and preventing such occurrences in the future.
  I respectfully request WooCommerce to revisit this matter and provide the requested details. Their response, as it stands, does not sufficiently address my concerns or provide a path forward for resolution.
  I kindly ask the Better Business Bureau to assist in facilitating this request to ensure a fair and transparent resolution process.
  Thank you for your time and support in this matter.

  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:10/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used the WooCommerce service to take an online payment, which for almost 2-3 weeks would not deposit the money into my bank account. When I tried to file reports with them for assistance I did not get a reply back and it's been at least 48 hours. The transaction was done September 30th, and I tried to go through Stripe(who told me it was a problem on *** Commercie's side so I tried to contact Woo Commerce to resolve the issue but there was no one answering their phone *********** to talk to a person I tried calling and reporting the issue and I could not get it fixed. So I decided to refund the customer the money so that I could make the payment in person. But now I see a charge from WooCommerce for the transactional fee of ***** that I owe them even though the transaction was refunded due to an issue I had no control over. I should not have to pay that fee.

  Business Response

  Date: 10/19/2024

  Hi there. 
  
  Thanks for reaching out to us here at Woo Support via the BBB Platform.
  
  When you receive your first order with WooPayments, your account will be activated, and will start with the **New Account Waiting Period**.
  
  This waiting period is explained in the terms and conditions that you accepted when opening the account.
  
  **The first deposit for all new accounts is initiated after a 7-day waiting period.** This waiting period mitigates some risk in providing credit services. The waiting period starts after the first successful charge is processed on your account, not when the account is created.
  
  After the 7-day waiting period for an account is over, the regular pending period will apply. Deposits will begin to be delivered according to the deposit schedule determined for your account.
  
  Note that delays in bank processing times due to weekends, holidays, and so on may affect both the initial waiting period for your first deposit and subsequent deposits.
  
  You can read up on this in more detail here: [**When will I receive deposits for my WooPayments account balance?**](**************************************************************************)
  
  >  I tried to contact Woo Commerce to resolve the issue but there was no one answering their phone *********** to talk to a person I tried calling and reporting the issue and I could not get it fixed.
  
  We do not offer phone support here at Woo. We'd be happy to answer any questions you may have here or ideally via the ticket that we have with you on ************************
  
  >  But now I see a charge from WooCommerce for the transactional fee of ***** that I owe them even though the transaction was refunded due to an issue I had no control over. I should not have to pay that fee.
  
  Each payment incurs a cost, and once more, as per the agreement that was accepted, we do not refund the fees on any charges made with WooPayments, which includes when they are refunded. This is also covered in our documentation via ************************************************************************************************.
  
  Please do let us know if you have any further queries about this specific query. We're here to help.
  

  Customer Answer

  Date: 10/19/2024

   
  Complaint: 22424753
  
  I am rejecting this response because:

  I did wait at least 7 business days from September 30th - October 15th, the status of the deposit changed to suspend sometime around the 15th, and I was told by some technical support that it will be like that until I get more frequent customer transactions. I usually dont do most of my business through online payment so I dont know when the next time I would have an online transaction so instead of the money being suspended for months I felt my only option was to refund the customer. I wouldnt have refunded if I had been told more in detail about the reason for the suspended status for the deposit I would not have refunded. The page regarding status did not explain clearly what the reason for my suspension was nor did it give a date for when the deposit would be un-suspended. 
  

  What will happen if I delete Woo Commerce and stop using the service but I still have the -$5.23, would it go to claims? 

  Sincerely,
  
  ******* *********

  Business Response

  Date: 10/22/2024

  Hello again,

  We understand that not having total clarity around the timelines for when payments will be released can be a frustrating experience. I do apologize for the experience that you've had here as I understand it has been less than ideal.

  As a service provider we work with our partners to mitigate risk in the use of our services as much as possible. This is to say that as much as we would like to provide each new merchant with exact details on transactions or timeframes for payouts, these review periods are part of our internal protocols to mitigate payment risks and often cannot be disclosed. 

  We do have more information in our public documentation here about common reasons for why additional delays in payouts occur - like you saw in the case of this payout suspension. (**************************************************************************************)

  I'm not able to share account specific details in this forum but you're always welcome to reach out to us in support and we'll be happy to explain as we're able to help you know what to expect. Like we did in this case explaining that we'd be able to review the temporary suspension after seeing more transaction history. (**************************************************************)

  Regarding the transaction fee incurred here. I should note that there are options to top up your account balance to cover the negative balance, or as you process more transactions, the fee can be paid out of future payments that you process in your shop. Please do reach out to us in our technical support for more guidance on how to resolve this. We're here to help!

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22424753
  
  I am rejecting this response because:

  So explain to me what do I need to do to clear the transactional charge of the *****. I am not going to be allowing customers to pay through the platform since I don't know when the funds will be deposited, so I am just going to change to something else more direct like bank to bank transactions. Since i am not going to pay it off by taking more transactions how do I pay the negative balance myself.  

  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 10/30/2024

  Hi there,

   

  Thank you for following up with us.

   

  We are unable to disclose any account-specific information here, but we will be able to assist you once you reach out to us. 

   

  Please send us an email at ************************************************************************ and we can share account-specific information with you. (Please make sure to reach out to us from the email associated with the WooPayments account at this time.)

   

  Thank you again.

• Initial Complaint

  Date:10/04/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Recently I added the Woocommerce Pre-order extension to my website in order to do a specialized sales campaign for my new book. Once the campaign had gone live I had been contacted by a customer that their payment would not go through until six attempts later. I tried talking to tech support but all I got twice was an AI chat bot that did not resolve the issue. I have now tried three different times to connect with support with zero response. Their lack of professionalism is hurting my business. My pre-order campaign will fail unless something is rectified.

  Business Response

  Date: 10/06/2024

  Hi,

  I'm sorry to hear that you're still having difficulty with your pre-orders. At times of high demand for technical support, we use an AI bot to provide an initial response and try to help sooner, and then a human follows up as soon as possible afterwards.

  A human colleague contacted you earlier today to try to help with your problem, and ask a few questions that might help us to get to the best possible answer for you. As always, it's helpful to provide as much detail as possible in order to help us to help you. The message my colleague sent today was as follows:

  --

  Sorry for keeping you waiting. We currently experience a backlog so there was some delay getting back to you.
   
  I understand that payments are not taken for pre-orders. Can you confirm  if this issue only happens with pre-order products and not regular products?
   
  Please open up one of the orders in question and share a screenshot of the order details screen so we can take a look at the order notes that might provide us with more clues into what's happening.
   
  Also, did you receive any error at Checkout when attempting to place an order?

  --

  I'd like to reiterate our apology for keeping you waiting longer than you'd have liked while we've been handling our backlog. I'm confident that we can help you solve your problem; we just need a little more information to help diagnose it.

  Thanks for your patience.
  

  Customer Answer

  Date: 10/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Though I do suggest that in future events the automated AI system they have in place needs to indicate to the customer that a backlog has occurred and a possible approximation on contact time from an actual help agent. Lack of communication makes it appear as if no assistance will come and leaves the customer with no other recourse than to escalate matters to places such as BBB. 
  
  Sincerely,
  
  ******* *****