Chris M. - a11n

Howdy @jenbrum1990,

Thank you for your honest review. I understand how frustrating it is to have your business put in this situation.

I see that you are concerned about this decision being based on your store being a minority-owned business. While our partners at Stripe collect some required information as a part of the Know Your Customer (or “KYC”) process, this information is not handled by WooCommerce or our payments team. As a result, the information provided during the KYC process is not a factor in any determinations we at WooCommerce may make about whether or not an account is supportable.

We’ve worked with our payments team to identify multiple WooPayments accounts you have opened. While one particular account has been rejected, the others are still in good standing and can continue to be used to transact. For the rejected account, we won’t be providing any further details about why we are unable to support it.

We support many businesses accepting payments via Square, PayPal and other payment providers. You can download a free payment integrations, such as WooCommerce Square, PayPal Payments, or Stripe to continue selling via your site.

I hope this helps!

Hi again @difaye,

no one has contacted me through a ticket system.

That’s strange! I sent some correspondence on 12 September at 13:29 UTC to an inquiry that matched your issue. The user in the ticketalso referenced fayeandco.com, which matches the site in your www.remarpro.com user profile.

For your reference, here is some information:

• Ticket number: #6806413
• Sender address: [email protected]
• Subject: Re: [WooPayments] I have a payment being disputed

I’ve since re-sent my reply to the same address we have on file. This created a new ticket; for your reference, that ticket is #7138945.

I should not be responsible for fraud prevention. Does this apply to brick & mortar shops? Are they responsible if someone uses a stolen card?

This is a great question!

A brick-and-mortar store deals with “card-present” transactions while an online store deals with “card-not-present” transactions. There are different procedures for verifying the cardholder and preventing fraud in each of these scenarios, so there isn’t a firm 1:1 correlation.

While banks and card networks handle these types of payments very differently in many regards, card-present transactions can still be disputed and decided in a cardholder’s favor if a fraudulent card is used. However, those decisions are ultimately determined by the cardholder’s bank and are not handled by the payment processor or the card network.

I have been charged dispute fees even after offering refunds. This is a very flawed system to not even give small businesses a chance to apply corrective measures after a fraudulent attack.

[…]

If your truly willing to hep including your initial reply that you will reach out to Striper, please let me know.

I won’t get into specifics about this topic in a public forum, as delving deeply into this topic may expose private information about your store and your customers. However, I’ve shared some information regarding these payments in my replies in the aforementioned tickets.

If you still not have received a reply from me, please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

Please include a link to this forum thread, so that we can keep track of what’s already been done. You can also reference tickets #7138945 and #6806413 to expedite communication.

Howdy @difaye,

Thank you so much for sharing your experience. I can only imagine how frustrating this experience has been for you.

What you describe is an instance of card testing, which is also called “carding.” This is when a fraudster uses a payment form to test the validity of credit cards.

Fraudulent activity such as card testing is an unavoidable part of online commerce regardless of what payment provider is used. As a result, card testing has consequences for the entire payments ecosystem, so merchants, card networks (e.g., Visa, Mastercard), we at WooCommerce, and our payment partners at Stripe work hard to prevent it.

WooPayments has built-in measures to prevent or limit the impact of fraud, but merchants are responsible for their own fraud prevention. We recommend reviewing your orders regularly, refunding orders that look risky, and installing some extensions to help. While we suggest WooCommerce Anti-Fraud as a way to determine the risk level of a transaction and reCaptcha for WooCommerce to prevent automated purchases, there are likely other options available on www.remarpro.com that can help boost your site’s fraud prevention stategy.

As mentioned above, we recommend that any payments that you suspect to be fraudulent should be refunded to avoid payment disputes. We will reach out to our partners at Stripe to help issue refunds—including transaction fees—for all payments so far that match patterns of a card testing attack. We will also contact you directly through our ticketing system so that we can discuss some nuances associated with your account.

Hi again @psydrug,

Thanks for confirming that! I’d suggest that you reach out to us at?WooCommerce.com > My Account > Support (if you haven’t already). This will allow us to gather specific information about your site and its configuration so that we can help you get this sorted ??

Howdy @psydrug,

Thank you for reaching out to us about this!

Are you running into issues on your starpc.co.il domain? Or is this another site?

Google Listings & Ads requires connecting to a WordPress.com account to order to operate. While there are some items that will prevent this connection from being made, it’s hard to know what might be contributing to this issue based on your review.

For example, if the “Continue” button isn’t working, it could be because some information was not completed. However, if the initial connection to your WordPress.com account was unsuccessful, this could be because the Jetpack services that power Google Listings & Ads are not functioning correctly, which is preventing a connection from being established.

We’d love for you to be able to use Google Listings & Ads, and we’re available to lend a hand to help your store thrive. Please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

Please include a link to this forum thread, so that we can keep track of what’s already been done. We will be able to help you further there ??

Howdy @musicalitymike,

Thank you for providing us with this feedback!

Disputes are an unavoidable part of ecommerce. A dispute is where a cardholder officially contests a payment they believe that they should not be charged for; this is a form of consumer protection that all payment processors must adhere to.

Here is some general advice that I provide to merchants, as it’s beneficial regardless of the payment gateway used:

• We recommend first getting in touch with your customer and discussing the dispute before responding to the dispute via the WooPayments dashboard, as it may just be a misunderstanding.
• When responding to a dispute:
  1. Keep evidence factual and concise
  2. Avoid providing opinions, storytelling, and emotion.
  3. Do not include URLs / links; capture screenshots instead.
  4. Include proof of service or delivery.
  5. Include a copy of your terms of service and refund policy.
• There is a limited period of time available for responding to disputes (usually 7–21 days).
• Card issuers take 60–75 days to reach a decision on a dispute after evidence has been submitted.
• Dispute volume matters – each card network (e.g., Visa) maintains a series of dispute and card fraud monitoring programs. Dispute activity above 0.75% is generally considered excessive and this can affect your ability to process payments.
• Dispute prevention is better than response.

A dispute can be initiated for several reasons, including goods that are not as described, but it seems as though you lost a dispute where the payment was unauthorized. We have mitigations coded into the WooPayments extension, including many technologies that merchants don’t see or interact with, like machine learning models, to prevent fraudulent payments from occurring. We are continuing to iterate on these protections to further harden our software, but ultimately merchants are responsible for their own fraud prevention.

You can fine-tune the fraud settings in WooPayments to block orders that meet certain criteria, and you can use tools like WooCommerce Anti-Fraud to assign a “risk score” to all transactions and provide further automated processes for blocking transactions. These options can be a boon to your store’s fraud prevention strategy.

Please note that no fraud prevention system is perfect. Should you receive any successful transactions that you believe are suspicious for any reason, our recommendation is to issue a refund and avoid fulfilling that order.

If you have specific suggestions for ways we can enhance the fraud protections that are built into WooPayments, it would be great to have you add your ideas to the Ideas Board at this link. This is where developers go to look for future plugin features and improvements.

I hope this helps! Let us know if you have any further questions, and you’re always more than welcome to connect with our team at WooCommerce.com > My Account > Support (you may need to create an account before you can access that page) if you’d like to discuss this further via email or live chat.

• This reply was modified 1 year, 3 months ago by Chris M. - a11n. Reason: List formatting

Hi again @aricvanselous!

I am following up to let you know that our developers have finished rolling out a change that resolves this issue!
?
Please update the WooPayments extension to the latest version (6.3.0) and let me know if you have any further questions.
?
You might need to clear your web browser’s cache before you see the changes on your device. This website will help you do that if you’re unsure:?https://clear-my-cache.com.
?
I wanted to thank you for your patience while we worked on making this change, as well as the feedback you provided. It really is appreciated!
?
We’re here to help, so if you have any questions on the above or would like to talk about something else, please don’t hesitate to get back in touch.

Howdy @donmarshall,

It seems as though the multicurrency functionality of WooPayments isn’t cooperating with the extension used to search for the product. This could be because the products are loaded via AJAX, but it could also be that there isn’t a defined compatibility between WooPayments and this plugin (which I suspect is Woo-Gi-Oh!: by Don Marshall – 1.0.0).

Our support team are not developers, but I would recommend taking a look at the Compatibility.php file in the multi-currency path of WooPayments for some guidance on how to make the two play a bit more nicely with one another. Additionally, I see that WooPayments and the core WooCommerce plugin are a bit outdated—it’s possible that updating these two might result in some better results ??

I hope this helps!

Howdy @easonzhong1210,

I can only imagine how frustrating this must be for you. However, account details such as this can be sensitive in nature. As a result, we do not discuss them in public forums such as this one. This is to ensure that your site and account details remain secure.

I reached out to some members of our team and they have responded to you via email. Should you have any questions, I would recommend responding to that email and we will be happy to assist.

Since we will not be discussing the details of this WooPayments account publicly, I will mark this thread as resolved.

Howdy @fazeel84,

Thank you for reaching out!

I’m unable to locate your correspondence about your account with what little information we in your post. If you can provide us with the interaction number, we’ll be able to locate the ticket on our end and respond to you there.

Lastly, given the sensitive nature of payments accounts, we will not be discussing further details about your account here.

Looking forward to hearing from you!

Howdy @aricvanselous,

Thank you for sharing your feedback with us!

I identified an issue with version 6.2.0 of WooPayments and the Flatsome theme. This is noted on our GitHub repository at this link.

You’ll notice that the linked issue is Closed—this is because our engineers have a fix in place, and it will be included in version 6.3.0 of the WooPayments gateway. This new version will release in a couple of weeks.

In the meantime, we recommend reverting to version 6.1.1 of WooPayments to circumvent this issue. You can download a ZIP file of WooPayments version 6.1.1 at this link, and you can read more about how to manually install plugins at this link.

I’ve added this review to the closed issue on GitHub, that way we can notify you when a fix is released. However, our findings indicate that reverting to 6.1.1 is the best workaround for the time being.

In the future, if you need assistance with WooPayments, you can take advantage of our Live Chat support channel. If you contact us at WooCommerce.com > My Account > Support (you may need to create an account if you don’t already have one), you’ll see a Start Chat button when there are operators available.

We are happy to help dig into any issues that you may run into on your WooCommerce site. Even if the issue is a result of something that we do not develop or support, we can at least point you in the right direction ??

Hi again @andrewm57,

I agree that a blank page isn’t ideal in this situation ?? Thank you for pointing out this issue.

I’ll make sure I flag this to our engineering team so that they can take a peek. In the meantime, if you’d like to take advantage of this incentive offer, please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

Please include a link to this forum thread so that we can keep track of what’s already been done.

Cheers!

Howdy @newoceans @macuseruk @sushihost @jhtrae,

This issue is not with WooPayments—it’s an issue with the core WooCommerce plugin and how it handles these notices in the database.

We thought that this issue was resolved in version 7.8.0 of WooCommerce, but an additional fix is needed to allow these types of notices to be dismissed across a more diverse range of sites. We’re shipping an additional fix in version 8.0.0 of WooCommerce, which we expect to release in early August.

In the meantime, this notice can be cleared by modifying the database via this method mentioned previously. Another option would be to use a snippet like this one to remove these entries from the database. However, please make sure that there is a site backup made via a tool like Jetpack VaultPress Backup prior to making any modifications to the database.

Howdy @andrewm57,

Thank you for your patience! We are experiencing an unusually high volume of support requests at the moment, and that has affected our response times.

The Payments tab is showing up because the site is eligible for a promotion for our WooPayments gateway, which includes reduced fees for a limited time.

This promotion will only display when the following option is enabled at WooCommerce > Settings > Advanced >?WooCommerce.com:

Display suggestions within WooCommerce

If you would like to disable similar marketplace suggestions in the future, I would recommend disabling this option. However, if you have questions about the promotion, you can read more about it at this link.

I hope this helps! If you need anything else, please feel free to reach us anytime!

Howdy @pclandofficiel,

Thank you for sharing your feedback about the Stripe gateway!

We partner with our good friends at Stripe to deliver a great experience for merchants and customers alike. With that partnership, there are certain elements that we manage and other elements managed by Stripe.

For example, we work with the Stripe extension and how it handles things on the WooCommerce site itself. While it communicates with Stripe’s PCI-compliant servers, any management related to the Stripe account, such as webhooks, API keys, etc., are all handled by Stripe.

Due to the open-source nature of WordPress and WooCommerce, there are third-party integrations that can impact how WooCommerce and Stripe communicate with one another. We try to ensure that the Stripe integration we develop and support is compatible with a wide range of products and configurations, but we’re also always looking to improve our extension, too.

If you can provide some more information about the module that you’re running into issues with, it would be much appreciated. We’ll be able to provide this information to our engineering team so that they can make your experience with our Stripe integration better ??

Lastly, since you’ve communicated with us in French previously, I’m including a automated French translation of this message below. We currently provide support in English. For now, I’ll be replying in English. You’re welcome to continue in English or I can enter your message into Google Translate, if you’d prefer.

—

Bonjour @pclandofficiel,

Merci d’avoir partagé vos commentaires concernant la passerelle Stripe !

Nous travaillons en partenariat avec nos bons amis chez Stripe pour offrir une excellente expérience aux commer?ants et aux clients. Dans le cadre de ce partenariat, certaines parties sont gérées par nous-mêmes tandis que d’autres éléments sont pris en charge par Stripe.

Par exemple, nous collaborons avec l’extension Stripe et nous gérons la fa?on dont elle fonctionne sur le site WooCommerce. Bien qu’elle communique avec les serveurs conformes à la norme PCI de Stripe, toute gestion liée au compte Stripe, telle que les webhooks, les clés API, etc., est entièrement prise en charge par Stripe.

En raison de la nature open source de WordPress et WooCommerce, il existe des intégrations tierces qui peuvent avoir un impact sur la communication entre WooCommerce et Stripe. Nous nous effor?ons de garantir que l’intégration Stripe que nous développons et prenons en charge est compatible avec un large éventail de produits et de configurations, mais nous cherchons également toujours à améliorer notre extension.

Si vous pouvez nous fournir plus d’informations sur le module avec lequel vous rencontrez des problèmes, ce serait très apprécié. Nous transmettrons ces informations à notre équipe d’ingénierie afin qu’elle puisse améliorer votre expérience avec notre intégration Stripe ??