Hi there!
Thank you for sharing your feedback. I’m sorry to hear you’ve had such a frustrating experience with WooPayments – that’s clearly not the level of service we aim to provide.
I’d like to address a few points and see if we can help resolve the issues you’ve encountered:
Support channels: While we don’t offer phone support, we do provide assistance through our ticket system and live chat. I understand this may not be your preferred method, but our team is committed to helping merchants resolve issues through these channels.
Transaction declines and chargebacks: WooPayments partners with Stripe to process payments, which means transactions go through the same infrastructure used by millions of businesses worldwide. When high-value transactions are declined, it’s typically due to built-in fraud protection measures designed to protect both you and your customers – things like unusual transaction patterns or velocity checks. These safeguards help prevent fraudulent purchases that could lead to chargebacks and financial loss. We also provide dispute management tools and support to help you handle any chargebacks that do occur.
Getting help: We’d genuinely like to understand what happened with your account and see if there’s anything we can do to help. If you’re willing, please reach out to us via our support channels and we’ll do our best to help you out!
We take feedback like this seriously, and I appreciate you taking the time to share your experience.
OK, thanks for your reply. Just to double-confirm everything.
You OFFER Zero Phone Support.
You are using STRIPE technology.
And if I mention we are having Fraudulent Chargeback issues, you will do your best to help over email and LIVE Chat.
Got it! Thanks.
Hi there,
Thanks for getting back to us!
You OFFER Zero Phone Support.
You are using STRIPE technology.
And if I mention we are having Fraudulent Chargeback issues, you will do your best to help over email and LIVE Chat.
Yep! That’s correct.
We’d really like to try and help you with your WooPayments account, so please reach out to us via our support channels: https://woocommerce.com/my-account/contact-support/
Thanks,
There is nothing left to talk about. You don’t help your customers.
We have already been emailing Woo about this issue and it’s been confirmed that you offer ZERO assistance, protection or help to your customers that experience any type of Chargeback Fraud. You dont even have a phone number and responses are coming into my inbox at 1AM+ local time.
Woo simply withheld our money without any due-process.
I didnt start this thread to engage with anyone at Woo. I’m simply starting the process of vocalizing across all platforms what a joke WooPayments is.
