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: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,
  
  ******* *****

• Initial Complaint

  Date:07/03/2024

  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.

  I was contacted by Woo Commerce about a subscription renewal for a credit card processing process that was cancelled a year ago (Aug 2023).After days and several emails back and forth *** continues to tell me to log into my website and cancel the subscription or they will charge my CC $79.When I log into the website under the Admin and go to subscriptions there are no subscriptions to renew.I've asked *** to identify the link for the subscription and how to actually see the page and when they do I get a blank screen saying there are no subscriptions.I am beyond frustrated.I'm ready to seek legal actions because they will not provide information to correct this issue.The tech support at Woo is the worst.

  Business Response

  Date: 07/04/2024

  Dear ******,
  
  Thank you for sharing your concerns with us regarding the subscription renewal issue you are experiencing.
  
  I understand the frustration you have encountered in trying to view and manage your subscriptions on the WooCommerce platform. We sincerely apologize for any inconvenience this has caused you.
  
  In our previous interactions in our support case, we have assisted you in disabling automatic renewal for the subscription that was identified. You will no longer have automatic renewal on the account so you will not be charged in the future. 
  
  Based on the information provided, it appears there may be complexities with account authentication and subscription visibility. To further investigate and assist you in resolving this visibility issue, we kindly request the following:
  
  Please confirm all email addresses that could potentially be associated with your WooCommerce account for us to review and consolidate any possible multiple accounts.
  We recommend trying to access your account using different web browsers or an incognito window to rule out any browser-related issues impacting subscription visibility.
  
  By providing the requested information and performing the suggested steps, we aim to pinpoint the root cause of the subscription visibility issue and take necessary actions to rectify it promptly.
  
  Our goal is to ensure a seamless experience for you as a valued customer, and we are dedicated to resolving this matter to your satisfaction.
  
  Thank you for your patience and understanding as we work towards a resolution. Your cooperation in providing the requested details will greatly assist us in resolving this issue effectively.
  
  Please reach out to us through the ongoing support ticket we have been working on. 
  
  Thank you. 

  Customer Answer

  Date: 07/07/2024

   
  Complaint: 21937922
  
  I am rejecting this response because:

  If the goal is ensure a seamless experience for you as a valued
  customer, and we are dedicated to resolving this matter to your
  satisfaction, you have failed.

  I still cannot access the Woo Commerce that respondents say is available for me to review.

  I can see my website but when I click on "manage store" I receive the following message; "Sorry, you are not allowed to access this page."

  Until we all have access to the information I cannot agree with your resolution.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/10/2024

  Hi there,

  I do understand your frustration here with your account.

  I see you still have an open ticket with us where we are working on this issue with you.

  I have responded to that open ticket with additional information so we can continue to investigate the issues with your account.

  Please continue to follow up with us via our support system to resolve issues with your account and licenses.

  Thank you!

  Customer Answer

  Date: 07/10/2024

  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.

  Only after 2 weeks of communication that did not resolve the issue.

  Here's a new message today from another CS person:

  WooCommerce Happiness Engineer (Woo)
  Jul 10, 2024, 17:34 UTC
  Hi again!
   
  Thanks for your patience as we continued to look into your account issues form our side. It turns out the issue affecting your account was a site-wide outage,which has now been resolved.
   
  I have had a look at both your WooCommerce.com accounts. Here is the current status of each:
   
  Account 1 - under the email address ******@???.com
  Has one remaining active license for Shipment Tracking
  Licence is active on the site groutgroovy.com
  Please note that this license is currently set to NOT auto-renew next May:
  
  

  Obviously there was a problem on their side.

  I'm glad **** was able to find and resolve the issue.
  

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

• Initial Complaint

  Date:06/16/2024

  Type:Customer Service 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.

  On March 25th I created a WooCommerce website at gasmonso.com and created a WooPayments account. This is a brand-new business and is registered in the state of Wisconsin as gasmonso llc. While constructing my website I had finished adding the initial products and moved forward with setting up WooPayments on June 13th to receive payments on my website.I was taken to their partner Stripe.com to complete my setup as is normal. Upon completion of this setup my WooPayments account was suspended so I contacted their support. They referred me to Stripe.com to fill in some apparently missing information. I logged in to my Stripe account and didn't notice any missing information so I contacted Stripe.com support on June 14th. I received a response in 4 hours and was told that my account was in good standing and that the problem lies with WooPayments.I contacted WooCommerce support again and was told, "Your account was suspended due to activity that is in violation of our Terms of Service and/or Account Agreement through Stripe". That is incorrect as I was just told by Stripe.com that my account was in good standing. I further pressed WooCommerce for more information and was told, "I'm afraid we can't provide further details about why we / Stripe are not able to support your account." Further questioning resulted in the same answer.To be clear, I haven't even begun selling products as my website hasn't even officially launched. So how I've violated terms is certainly unclear at best. I am left to believe that this is some sort of random discriminatory practice since they have not told me otherwise.

  Business Response

  Date: 06/18/2024

  Thank you for taking the time to provide us with your feedback.

  We understand your concerns regarding the WooPayments payment method and would like to offer some clarification on how it operates. WooPayments is developed in partnership with Stripe, essentially functioning as an application built on top of the Stripe platform.
  

  When you create an account on Stripe.com, you establish what is known as a *************** account. In contrast, signing up for a WooPayments account generates a Stripe Express account. These are distinct accounts that provide different services. As WooPayments is our product managed by our team, the WooPayments account is subject to both our Terms of Services and those of the Stripe platform.
  
  Here are our Terms of Service and Account Agreement through Stripe and Automattic Inc:
  *****************************
  ****************************************
  
  More references:
  ***********************************************
  
  In some cases, account approvals may be contingent on adherence to our Terms of Services. If the Stripe support team has confirmed that your account is in good standing, it likely pertains to your existing Standard Stripe account. Please note that the ********** of ************ Stripe Express account is overseen by us, and any inquiries regarding this account should be directed to our team.
  

  If you already possess a Standard Stripe account, you can integrate it using the Stripe plugin. Here is the documentation to assist you in connecting your Standard Stripe account: ***************************************************
  

  We genuinely appreciate your valuable perspective on this matter and thank you for bringing it to our attention.
  Should you require any further assistance or clarification, please do not hesitate to reach out to us. **************************************************************

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21857721
  
  I am rejecting this response because:
  

  You still have not addressed the specific violations of service that I committed. I contacted WooSupport upon the suspension of my account. This was their response,

  "Thanks for reaching out! I had a closer look at your account and Stripe, who is our payments and security partner, is requesting more information about your business to finish the account setup and verification process. I can't see exactly what the information is that they are requesting, but I'm able to generate a remediation link for you to submit the information. Please see the link below"

  I followed their advice and logged into my Stripe Connect account that was created when I installed WooPayments. I have never had a regular Stripe account prior to that. I entered all required information and contacted Stripe support to verify that it was complete. They did verify it.

  I came back to WooSupport to get my account reinstated and was then given this response,

  "Your account was suspended due to activity that is in violation of our Terms of Service and/or Account Agreement through Stripe"

  So now I'm confused because I did what was requested of me by WooSupport and they refused to reinstate my account anyways or give me any inkling as to what is going on other than the vague message above. That is completely unprofessional as I am sure you would agree if you were treted as such. 

  If WooSupport cannot tell me what TOS I violated, then one can only assume I did not and there is some other reason why I am being denied service where others are not. You can call it discrimination or deceptive practices, but it's wrong.

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

  Business Response

  Date: 06/23/2024

  Hello,
  

  A WooPayments account can suspended by our team, or Stripe upon reviewing all provided details. It seems to be the case with your account, due to activity which is in violation of our Terms of Service and/or Account Agreement through Stripe:
  *****************************
  **********************************************

  Sharing all requested details does not mean your business is following our terms of service. We appreciate your interest in WooCommerce Payments, however we cannot re-open the account.
  
  We support many businesses accepting payments via Square, PayPal and other payment providers. You can download a 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: *******************************************************************************************************

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21857721
  
  I am rejecting this response because:
  

  There is clearly a simple mix-up here that could easily be resolved if we could just communicate directly. I would prefer to discuss the matter over the phone as this is terribly impersonal and clearly ineffective. If everyone could take a step back and have a fresh look. Here are the simple facts...

  - I created an LLC in ********* that is in good standing.

  - My credit score is fantastic.

  - I had no problem opening a business bank account with that LLC.

  - I had no issue opening a Stripe account with that LLC.

  - I've successfully ordered my product from ***** with the above information.

  - I started working on my website and created a WooPayments account with my information; the same information that was sufficient for creating a business bank account and a Stripe account.

  Yet for some reason, WooPayments has a problem with me when a large bank, Navy Federal, has no problems. Stripe has no issues. Alibaba and my manufacturer have no issues. So I am thoroughly confused and disappointed that you have taken issue with me and refuse to even discuss it. All I am asking is that you take another look because something weird is going on and I'm sure it's not on my end.

  WooPayments is the perfect match for WooCommerce due to its features and tight integration as you well no. Not being able to use it is demoralizing and to be honest it's difficult enough starting a new business. Please put yourself in my shoes and just communicate directly with me to resolve this confusion. I'm an asset to the community, not a liability.

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

  Business Response

  Date: 07/10/2024

  Hi there,

  I understand it is frustrating that your WooPayments account has been rejected.

  While we cannot share details on exactly why this happened, your account has been fully suspended due to activity which is in violation of our Terms of Service and/or Account Agreement through Stripe (who is our WooCommerce Payments silent partner):
  *****************************
  **********************************************

  We appreciate your interest in WooPayments, however we cannot re-open the account. The suspension is permanent and suggests that WooPayments will not be suitable for your website. 
  
  Please note that WooCommerce can still continue to work to support and run your shop on your site, but you will need to use a different payment gateway.
  
  Please consult this list of alternative gateways to find one that would be suited to your needs:
  *******************************************************************************************************
  

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21857721
  
  I am rejecting this response because you have completely failed to explain why a simple website selling shower curtains has violated any policy. The thought of that is just absurd. One can only conclude that either your automated systems are flawed or you are purposely discriminating against me and/or my simple shop. Either way it appears that you're unwilling to admit to your mistakes. Now add to this the fact that nobody is willing to speak with me directly only helps make my case.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:04/02/2024

  Type:Customer Service 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 have an individual LLC for my self-publishing company as a composer. I take payments for my music on my website via WOO commerce. In January, I received an email stating that *********** had been suspended and I was directed to Stripes Express, where I was to press on a link to provide information. There, I was told I needed to supply an *** number, or, if I don't have one, my SS number. I do not have an *** because I have no employees. The directions say "Or supply your Social Security number instead." There is no other place on that form to supply the social security number other than where I had ALREADY given it in my WOO account info. I typed the SS# into the *** box and of course it was formatted differently. I assumed this would take care of it, but I kept getting emails saying this information was required to reinstate ***********. No one can order my music! Not only does this mean I lose income, but it is bad for my reputation when people go on my website and cannot order. I have emailed them multiple times and also called, and all I get is canned responses. ******* tells me to contact *** and vice versa. No one answers the phone at the number given by Stripes.

  Business Response

  Date: 04/09/2024

  Hi there ****, 
  Thanks for reaching out to us. 
  Without full context of your WooPayments account, we cannot fully determine the status of your account itself. 
  From the screenshots shared, I can see that your site is ************************ and according to our logs, the account is now in an active state.
  When you receive your first order with WooPayments, your account will be activated, and will go in to the 'New Account Waiting Period'.
  
  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? -**************************************************************************
  For any WooPayments related queries, we recommend reaching out directly to us via *********************************** where we can link up to your account directly, and support you fully. 
  You can also connect with us via our live chat feature directly via your WooCommerce.com profile, via ************************************************************
  Please let us know if you have any further questions or queries.

  Kind regards, 

  ****

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21521481
  
  I am rejecting this response because:

  The above response is one more example of poor communication and sub-par customer service. The problem was not with ME - it was with information that Stripes or Woo had entered about my business that was incorrect. There was NO PLACE ON THE FORM TO CORRECT IT and I kept receiving the same bad directions over and over again. That is clear from the screen shots and emails. *** works with Stripes. My issue was finally resolved, but only after I said that I had filed a BBB complaint, and the resolution had nothing to do with what was written in the response above. I lost many hours trying to solve this problem, and the only reason anyone actually looked into it was because I filed this complaint. This company needs to radically upgrade their customer service and provide live support rather than canned responses. I suspect that the lack of customer service and communication is because I have not signed up for a higher level requiring payment. The free version is offered as an incentive to upgrade to a subscription. After this experience, I would never upgrade, especially after seeing this response after my issue had been resolved by STRIPES CORRECTING INCORRECT INFORMATION THAT I DID NOT ENTER AND COULD NOT CHANGE MYSELF.  This response seems to try to cast the responsibility for the problem on ME, when all I did was start an LLC. Suddenly *********** were disabled because WOO/Stripes did not have an EIN. I explained several times that I did not need an EIN, that i had no employees. I had already submitted my social security number, and there was no other space to enter it again. When I said I needed this resolved, I was passed back and forth between Stripes and Woo, with neither company responding to the issue I had addressed until I finally filed a BBB complaint. I would have expected an apology and admittance of the error. That would have given me some trust that this was a one-time fluke. But what I see here is chaos, with lack of communication and lack of accountability. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/15/2024

  Dear ****,
  
  Thank you for your additional reply. I completely understand your frustration with the communication breakdown you experienced. We understand you encountered an issue with your business type verification, and dealing with an incorrect account setup can be incredibly time-consuming and aggravating.
  
  Let's Address the Issue:
  
  While we ultimately directed you to Stripe for account type changes, it's clear that earlier communication could have been more streamlined. I'm working with our internal team to ensure a smoother handoff process in similar situations.
  
  Investigating the Root Cause:
  
  It seems that when you initially onboarded with WooPayments, you selected a business account, instead of an individual account. As the individual account requires a social security number only, this would have been the desired account to create, or if selected incorrectly, work through with the team to change on a once-off amendment.
  
  Looking Forward:
  
  We strive to provide exceptional customer service. We appreciate your feedback and will use it to continuously improve our support experience. While we don't offer live phone support at this time, we're exploring ways to enhance communication channels. As a WooPayments customer, you do have access to our Live Chat feature, via your WooCommerce.com profile, under *****************************************************************;
  
  As per our documentation (***********************************************************************************************), you would need to contact Stripe Support directly for assistance with the specific issue that you experienced.
  
  For security and privacy reasons, our team here at WooCommerce.com does not have access to the complete details of the information you have provided or need to provide, and as noted above, Our partner, Stripe, handles the verification process, and they have ************* to your data to assist you with your questions.
  
  They are the only ones with the authority and capability to answer questions regarding specific verification requests and share feedback after they review documents.
  
  We did cover this in our email responses to you at the time, before you reached out to the BBB with your complaint.
  We understand there may have been some confusion during communication, and we apologize if our earlier instructions weren't entirely clear.
  
  We're working closely with Stripe to ensure a smoother handoff process in the future, so situations like this are avoided.
  
  That being said, I am glad the Stripe team has now stepped in on their end to change your account type and there is no more missing info related to your account!
  
  Our teams are both hard at work to ensure that communication issues such as this are addressed in a timely fashion going forward, and that the core issue is identified sooner.
  
  Thank you again for your patience and feedback. It helps us continuously improve our service. We also want to thank you for considering the use of WooPayments, and hope that you continue with our services going forward.
  
  Kind regards, 
  ****

• Initial Complaint

  Date:12/24/2023

  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.

  I ordered a part from a Woo Commerce built website elitechevyparts.com on November 24, 2023. I received an email thanking me for the order and then a follow up email about the shipping which didn't seem correct. I have attached them as proof.The company I bought this from stated they do not provide real-time tracking with *** and instead the item can be tracked with their Woo Commerce built website. Well that stopped working today December 24th and the site has been taken offline. The item I paid for never arrived. I even contacted the phone number on the website and went to ****** to see where their are located which was a address for a different chevrolet dealership, I called them and they never heard of this company and are getting a lot of calls from people in my same situation. It was all fake and Woo Commerce allowed *********** Parts to exist and take money from customers needing parts for their cars.

  Business Response

  Date: 12/26/2023

  It sounds like you've made a purchase from a store that uses WooCommerce as its e-commerce platform and haven't received what you ordered. I know that this is a frustrating experience.
  
  WooCommerce is open-source software that anyone can use to set up and run a shop. We do not have access to the shops that use WooCommerce and are unable to help sort out purchases issues.
  
  Your best bet is to contact the shop owner for help - if you visit the website where you made the purchase, look for a link that says "Contact" or other contact information (like a phone number or email address).

  Customer Answer

  Date: 12/26/2023

   
  Complaint: 21052646
  
  I am rejecting this response because:

  The business "elite ***** parts" is a scam and they send fake *** tracking numbers. They use fake names, addresses and phone numbers to setup their accounts with Woo Commerce. And you allow this type or fraud to happen. I want their site removed, this to be investigated, and my money refunded.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/07/2024

  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, [Woo.com](***************) 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 Woo 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 PayPal, you could also [get in touch](*****************************************) with the PayPal support team to lodge a complaint against the seller.
  
  Finally, we also have additional documentation on [missing orders/refunds](***************/document/built-with-woocommerce/) that provides more in-depth background information.
  
  I hope this helps you in the right direction!

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21052646
  
  I am rejecting this response because:
  So you are unwilling to stop someone that is using your software for fraud. I already sent a complaint to the *** and reported the website and all providers: woo and Stripe to ************** fraud division since this website and commerce platform being used by Elitechevyparts.com is openly using their trademarks to scam customers with fake products and using fake tracking numbers.

  glad to know that Woo / WooCommerce is complicit in this and will let this type of fraud happen. 

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

• Initial Complaint

  Date:12/01/2023

  Type:Customer Service 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 submitted an email for support with your product. I have not heard anything back from your company. I submitted a status report already. Respectively, I would like to get your system to bulk import products from Amazon,

  Business Response

  Date: 12/12/2023

  We are unable to locate a support request under the email you have noted in the complaint. However, we will email you to reply to your questions. We accept support requests at ******************************************* or for the free WooCommerce plugin at ******************************************************************;

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20946042
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 12/13/2023

  If you look at my attached complaint, I got the information through their information which I relayed to them a month ago.  I feel they do not care.

  Business Response

  Date: 12/16/2023

  We have responded to you from Woo.com using their email address of *************** on Tuesday the 12th of December 2023.
  
  Please find a copy of that email response below.

  ------

  You recently left a comment on the Better Business Bureau's website, and *************** to that message. I was unable to locate a support request under *************** in our system, so I apologize that you did not hear back from us. You can submit tickets on our contact support page. 
   
  I would like to get your system to bulk import products from Amazon, 
  I understand you're hoping for a way to add Amazon products to your site. You also mentioned a refund concern in your complaint, but I do not see any purchases under your email. 
   
  We offer Amazon Product Importer & Affiliate on the Woo Marketplace for those looking to add Amazon products and sell them as an affiliate. You'll need to have an Amazon Affiliate ID to use the tool. 
   
  If you're looking to do something else, please share more details about your store and your goals. We'll be happy to help make some recommendations to help you grow your business! 
  

  ----

  However, we're still awaiting your response to that support email sent from Woo.com. Therefore, if you can please respond to the email from Woo.com which was sent on Tuesday the 12th of December and we'll be happy to assist further.

• Initial Complaint

  Date:08/29/2023

  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.

  Woo commerce took two payments over 800 from my account . It was not authorized. My bank said I did not make the dead line the next business day before 3pm so I couldn't actually get help from them woo commerce number is not actually a number where you can speak to anyone . They did respond by email and said if it was a test subscription mistake have your bank to help you. I need my money bank are my business account is subject to be closed as a result.

  Business Response

  Date: 09/02/2023

  The withdrawals from the bank account was due to disputed payments, with more details about how this works here:

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

  It's possible that the merchant was making test purchases on their own site, in which case their bank will have refunded the account used for the purchase.