pixelstorm

Hi @Pepe
We appreciate your prompt response and the confirmation regarding ticket #7308688. We can confirm that your email was received in my normal inbox, not in the spam folder.

Looking forward to your detailed clarification.

Best regards,

Hi @shameem
Thank you for your prompt reply.

It’s surprising that everything seemed fine until we hit this unexpected suspension after the 7-day holding period. It makes me wonder about the initial checks before accepting payments. We haven’t had any issues when using Stripe directly for transactions.

Moreover, as of this moment, after thoroughly checking our email inbox and spam folder, we have not received any official communication from your side regarding this matter, which is quite unexpected and concerning. This lack of communication makes it very difficult to foresee the continuation of our collaboration, especially considering our product targets the cinema and TV broadcast industries.

Given this situation and the lack of visibility on the matter, we are compelled to assume that the customer has canceled their order and, consequently, their license.

I’m looking forward to a detailed explanation and a quick resolution to this.

Best regards,

Hi; we experiencing an issue with our account similar to others reported. It seems our deposits have been temporarily suspended, and we’ve received no prior notice or explanation. We were surprised by this, as everything has been running smoothly until now. Stripe assures us they’ve encountered no problems on their end, and our payouts there are proceeding without issue. Could you please look into this and provide clarity? Our request is #7308688.
As a precautionary measure, we’ve suspended WooPayments on our platform until we receive a clear explanation from your team about this incident. This decision wasn’t taken lightly, but we feel it’s necessary to ensure the integrity of our transaction process.
Thank you.