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:09/03/2025

  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.

  Woocommerce has been withholding my payout past the agreed two-week initial waiting period. My account has been set to temporarily suspended and after many emails back and forth, they repeatedly inform me, Payouts on newer transacting accounts are currently blocked and will remain so until the account has built up more activity and a reliable transaction history. I was never initially informed that this was part of the new account process and twice I asked for documentation per their policy where that requirement is talked about and they have yet to show me any official documentation. I informed them that I am a new small business, and I may not have many sales due to the niche market Im in. I further reached out willing to release any and all legal documentation, receipts, and reports to help clear up the fact that I am a real business as their hold seems to stem from doubts about my transaction being legitimate. They refused to work with me on that front. Instead, I repeatedly received emails asking for more transactions which are out of my control and borderline impossible with so much of my money being held by them. It has been difficult to move forward and grow as my money is tied up in their account.

  Business Response

  Date: 09/08/2025

  Hey there!

  Great news! Your Account has been reviewed, and youve been approved for Weekly Payouts! ( weekly+7 schedule)

  I hope this helps and let us know if you'll have any further questions!
  
  
  

   

  Customer Answer

  Date: 09/12/2025

  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. As of now my account is back in good standing and my funds are scheduled for payout.

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

• Initial Complaint

  Date:08/27/2025

  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 had set up an account on ******************** using WooPayments about a year ago but due to life circumstances, the online store had to be put on pause to pursue. I recently reached out to *********** to close the account and found out that the account was suspended but they refuse to both a.) provide information on how to rectify this problem and b.) provide further assistance with closing it. This is an issue for me since I'm in the process of closing out anything to do with this prior business venture and not being able to resolve this nor having any real avenue to rectify this is preventing me from moving forward and ceasing any business whatsoever with woopayments.Nothing that was being sold through the online store went against their terms and conditions and I do believe that this is an act of bad judgement on WooPayments' side. It's also deeply concerning to know that an account has been set up with this company that does contain personal information and there is no way of removing it from their records - especially when no transactions have occurred and aside from setting up the online store, the service hadn't even been used.I'm expecting there to be some sort of avenue to better resolve this issue so that the account can fully be closed. I am already using an alternative to WooPayments and am looking to close my account to make sure that they do not have my information on file in any capacity.

  Business Response

  Date: 08/28/2025

  Hello from WooPayments.
  
  We explained to ***** when they reached out to our support that suspended WooPayments accounts are retained for future reference.
  
  To clarify, suspension of an account is typically a permanent action, and we cannot offer reinstatement or deletion of the account.
  
  This approach is consistent with standard industry practices, and we cannot provide any alternative solutions at this time.
  
  We appreciate ******* understanding in this matter.

  Customer Answer

  Date: 08/28/2025

   
  Complaint: 23808650
  
  I am rejecting this response because:

  I've closed accounts before and have never run into something where the information needs to be kept on file unless it's for something like for a crowdfunding campaign. Not only that but it's truly disturbing that part of your business handling provides absolutely zero transparency on the decisions that are made. This means that you actively leave people in an extremely vulnerable position if they actively rely on your business for their income (which actually almost happened to me since I started this shop using woopayments to try and generate my own income to help me leave a dangerous living situation).

  There's a lot about this that comes off extremely suspect. The reality is that if you offer no transparency then there is zero reason whatsoever why anyone should outright trust the answers you provide because the reasoning can be literally ANYTHING.

  I've been open to working with you to resolve the matter in case there's a misunderstanding because whether or not you want to recognize it, the business is run by people and mistakes can happen.

  I'm still looking for a resolution on this matter because it makes me even more uncomfortable to know that my personal information is being kept on file by a company that is offering zero transparency on the suspension of the account to begin with.

  
  Sincerely,
  
  M Louis

  Business Response

  Date: 09/04/2025

  Hello from WooPayments. 
  
  To provide additional clarification: when a WooPayments account is suspended, our policy is to retain the account information. This is standard practice within the payments industry. Because of these requirements, we are unable to delete suspended accounts or offer reinstatement.

  We have offered links to public documentation outlining which accounts are eligible to be deleted: ****************************************************************************************************************
   
  Importantly, while WooPayments is not available for your account, you are free to continue operating your store with any of the many other payment gateways that integrate with WooCommerce. Many merchants successfully run their businesses using alternatives.

  
  

  Customer Answer

  Date: 09/06/2025

   
  Complaint: 23808650
  
  I am rejecting this response because: I have still been provided zero avenues to understand why the account was suspended and therefore how to delete it. Until that is offered, this cannot be considered resolved.
  
  Sincerely,
  
  M *****

• Initial Complaint

  Date:08/05/2025

  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.

  Complaint Details:I am a small business owner who used WooCommerce Payments to process orders through my online store. A customer recently filed a dispute with their bank claiming they never received their order. However:************ confirms the package was delivered.The customer emailed me confirming she received the order.WooCommerces dashboard showed I had until August 16, 2025 to respond to the dispute. I began gathering my evidence immediately.On August 4, 2025, when I attempted to submit my proof through my WooCommerce account, I discovered my account had been closed and access revoked without prior notice. This action made it impossible for me to respond to the dispute, even though the deadline had not yet passed.I contacted WooCommerce via their online contact form the same day. On August 5, 2025, they replied stating my account had been rejected and closed and that they are unable to assist with disputes on rejected accounts after speaking with their payments team. They offered no resolution. I replied expressing that they cannot simply withhold my funds when I have proof of delivery and the customers own confirmation.When I tried to escalate the matter, I was told via their support AI that they do not offer phone ********** closing my account during an active dispute and refusing to allow me to submit my evidence, WooCommerce has effectively aided in a fraudulent chargeback, resulting in an unjust financial loss of over $400. Their handling of this matter is negligent and harmful to small businesses.

  Business Response

  Date: 08/06/2025

  Hello,
  
  We could like to clarify that the dispute is not from ***********, it is rather a dispute between the complainant's business and their customer over an order on July 17th. The ************** reported this transaction as fraudulent and the merchant should always try to respond to a dispute as soon as possible. If the complainant is having trouble responding to the dispute, they can reach out directly to Stripe (***************************) for assistance in responding.
  
  We are unable to support the complainant's account on WooPayments. We understand it is frustrating to have their business put in this situation, but WooPayments is a service separate from WooCommerce, the online stores products will remain online and able to accept orders via other payment methods.
  
  Kindly,
  
  WooCommerce support

  Customer Answer

  Date: 08/08/2025

   
  Complaint: 23703010
  
  I am rejecting this response because this is the first time I have ever been told to contact Stripe directly. In all prior communications through WooCommerces own helpdesk, their only response was that they had spoken with their payments team and determined they do not assist with disputes on rejected accounts.
  The product I was using was WooCommerce Payments, not Stripe directly. Through WooCommerce Payments, my dashboard clearly stated I had until August 16, 2025 to respond to my customers dispute. The notification came from WooCommerce Payments, and the dispute handling process was presented inside their platform.
  After receiving the dispute notice, I acted promptly. I needed only a few days to gather proof from *** and my customer (both of which confirmed delivery). When I attempted to submit my evidence on August 4, my account had already been closed without warning, and I had no ability to respond, despite the fact that the August 16 deadline was still almost two weeks away.

  
  WooCommerces statement that merchants should always try to respond as soon as possible is both inaccurate and insulting in this case. I was responding quickly, but WooCommerce closed my account mid-process, preventing me from doing so.
  This matter is now before the BBB before my original dispute deadline has even passed. I do not wish to exit the BBB process at this time. I will allow WooCommerce to respond to this rejection while I also reach out to Stripe directly to see what they say.
  The central issue remains: WooCommerce Payments closed my account during an active dispute, blocked me from defending myself, and now refuses to take responsibility; despite the fact that my processing agreement and dispute-handling access were through their platform.

   

  Rejection *****************start="165" data-end="168"> WooCommerce Payments closed my account before the dispute deadline (August 16, 2025), blocking me from submitting proof that my customer received their order. I acted quickly, gathering *** and customer confirmation, but on August 4 my account was shut down without warning. WooCommerce now tells me to contact ******, something they never mentioned in earlier helpdesk replies even though my processing agreement and dispute handling were through WooCommerce Payments. This is not a case of me failing to respond; it is a case of WooCommerce preventing me from responding. Their actions directly caused my $400+ loss, and I am requesting BBB mediation to compel them to reimburse me or assist me in the dispute process with their payment processing partner.

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

  Business Response

  Date: 08/13/2025

  Thanks for your response. 

  The WooPayments account in question was open for several days after the dispute was opened, however it was necessary for us to act according to our policy and suspend the account on 4 August. WooPayments is a Stripe Express product, and while your account was active, we were able to assist with enquiries. Now that the *********** account is closed, further enquiries should be directed to the Stripe support team. 

  Regards,

  ****

  Customer Answer

  Date: 08/14/2025

   
  Complaint: 23703010
  
  I am rejecting this response: Thank you for repeating the same thing but using different words again in case I didn't understand. Per my last message, I still find Woocommerce Payments to be directly at fault. At this time a settlement has not been made with Stripe as of 14Aug2025 and therefore my request remains the same. Either reimburse me for funds lost directly related to the closing of my Woopayments account or assist me recovering my funds from stripe. 

   

  I request to escalate to BBB arbitration due Woocommerce unwillingness to accept ANY responsibility, provide any evidence, and I deem mediation to be ineffective for this reason.

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

  Customer Answer

  Date: 08/18/2025

  Since opening my complaint, I was still not assisted in WooCommerce in submitting my dispute. Woocommerce has now sent me an email stating I have officially lost my dispute. I have contacted ******, and they confirmed that WooCommerce is responsible for handling the dispute since I was using the WooCommerce platform. Attached as additional evidence is the email from WooCommerce supporting that they are responsible for my dispute and their actions directly led to losing the dispute (closing my account and failing to offer any assistance) and my customer being refunded the $427. 

  Business Response

  Date: 08/21/2025

  Thanks for your reponse. 
  
  WooPayments, are not involved in disputes, and can't influence or change the outcome.
  
  These documents provide context for further reference: 
  
  - ********************************************************************************************************
  - ***********************************************************************************************
  - ***************************************************************************************************
  
  Note that WooPayments is a service separate from WooCommerce. Your stores products will remain online, and you're able to accept orders via other payment methods.

  Customer Answer

  Date: 08/22/2025

   
  Complaint: 23703010
  
  I am rejecting this response because: above I have several peaces of evidence that Woocommerce is fully responsible. Even your own help links that you sent me told me to use the Woocommerce dash board to respond to the dispute (photo screenshot attached). Which Woocommerce disabled my dashboard where I can respond to disputes on my account (two screen shots of my dashboard that you suggest I use thats showing disabled). Then on top of that I have an email from stripe confirming that I should also use the Woocommerce. 

   

  Honestly I'm getting fed up with your repeat responses and lack of evidence in your favor. It seems like WooCommerce is unwilling to mediate and I wish to escalate this issue with BBB before taking legal action of my own.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:07/25/2025

  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.

  I have funds which i made from selling digital courses sales from months ago and woocommerce is holding my money without release which is illegal. I have no outgoing. They randomly stopped paying me out of the blue.I want my funds released to my bank account.

  Business Response

  Date: 07/30/2025

  Hi *****, 
  
  Thanks for reaching out to us via the Better Business Bureau (BBB) in regards to your WooPayments account for *********************. 
  
  We last communicated on 29 May 2025, and advised that a transactions history is required to enable payouts on this account.
  
  We've not heard from you since. Following your BBB feedback, we reviewed your account and updated it to a weekly payout schedule.

  Keep in mind the weekly payout schedule can be affected by weekends, bank holidays, and your banking institution's processing times. Refer to the WooPayments docs for further details: 
  
  ********************************************************************************
  
  If you have questions, or require assistance, please reach out to ********************************** from the email address registered to your WooPayments account. 
  
  We'll be happy to assist you further. 
  
  Regards
  
  WooCommerce Support

  Customer Answer

  Date: 08/03/2025

  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: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