Triple-A.io

Hi @petermaier88

We don’t know what issue you faced & you became so frustrated to create a negative opinion. May we see the problem regarding your case? We want to help you if you’re facing an issue. And what’s the connection between asking KYC while withdrawing to crypto. It’s a regulation that we need to follow, by the way.

Please let us know your issues so that we can try to fix them & if that can change the negative opinion about us.

Regards
TripleA Team

Hi @dianaleo

We’re reaching out to you to see whether the issue resolves for you or not? You should’ve got the money already through our support. Please ping back if you’re still having problems. And if the issue has already been resolved, will you be able to change your rating if our service seems good to you.

I was hoping to get good feedback from you.

Regards
TripleA Team

Hi @helmar ,

Thanks for your excellent feedback & five-star rating. We’re trying our best to provide world-class solutions & services to your WooCommerce platform. Though it says fiat, you can still withdraw the amount in crypto from the dashboard if you want by request to our support team.

I hope you’d enjoy using our service & feel free to ping us for any issues if you get it as we’re always here to help you in your need.

Regards
TripleA Team

Hi @dianaleo

We are reaching out to you to know if your issue has been resolved lately? We haven’t heard from you, so we thought to get back to you to see whether you were able to withdraw the amount properly or not. Please let us know if your issue is resolved & we hope you’re still using our plugin as we’ve brought several features like accepting payments in multiple cryptos (BTC, ETH, USDT, LNBC) for the moment. Also, a lot of things have changed. We welcome you to try the plugin again & see whether this changes your opinion about us & if you update your review & rating.

Regards
TripleA Team

Hi @sportpiraten

Thanks a lot for the feedback & we apologies for the inconvenience happened with you. We’ve released a fix today with a dismissal button with which you can dismiss the notice so it won’t hassle you anymore. Please update the plugin & use that option to dismiss the review notification. If that helps you then please update your rating if you feel we deserve this rating.

Regards,
TripleA Team

Hi @dianaleo ,

We have just replied to the email you sent us earlier today. I do not see any support ticket or previous message from you, so we were not aware you had this impression and question about withdrawing your funds.

(You complained over and over? Could you share the email address used to contact us previously, as we do not see any unanswered email coming from your email.)

We settle automatically on next business after clearing KYB, in “recommended mode” (local currency settlement to your bank).
In “expert mode” the funds go straight to your own wallet.

As replied to you by email in more detail, your account may not have hit the threshold for settlement. However, the KYB process (business verification before settlement) should have started. This may be a problem on our side, and the team will be notified of this (and its impact on your experience as our merchant).

We will further follow up via email.
Regards,
TripleA Team

Hi @lechugas ,
We have not heard back from you. This has likely been resolved via email (with a different nickname or alias?).
Please confirm so this ticket can be closed. (If no reply for a long time, we will assume this was resolved by email and close the ticket.)

Regards,
TripleA Team

Hi @lechugas ,

On our end we can see webhook notifications (realtime status updates) being sent from our server to yours. However we are getting an error 403 in response.
So something is preventing your end from correctly receiving our payment status updates.

Can you reach out via email to [email protected], mention this is @lechugas from www.remarpro.com and share with us the full debug log?

Meanwhile, you can login to your TripleA dashboard (or use a blockchain explorer) to confirm whether the payment was confirmed or not (yet).

We’ll help you resolve this asap.
Regards,
TripleA Team

Hi @minati88 ,
Have you reached out by support email? Probably yes, in that case could you re-reply to the email and specify you are “minati88” ? Will help follow up between here and there.

Under payments are detected as short payments and show up as “failed” once they are confirmed on the blockchain.
They most certainly appear in the woocommerce orders, and the order details will have notes explicitly warning or explaining how much was paid versus how much should have been paid and saying you may choose to refund, via the tripleA dashboard.

If orders do no appear on the woocommerce orders list, that is because the order does not get placed.
Could be:
1- the user did not place the order.
2- a rare problem between your site’s plugins and ours that results in a problem placing the order (this is very rare, even with thousands of merchants customizing their woocommerce sites heavily)
3- a customized checkout page that causes order placement to behave in a non-standard way and could cause a conflict for our plugin’s order handling (rare, even with customized checkouts.. it depends on the customization)

Option 1 is most likely. If a sufficient payment is detected, the order is placed instnatly. If a short-payment is detected, the payment form prompts the user to top up the missing balance.. This remains available until the end of the 25 minute expiry. If the user does not top up within the 25 minutes, the order gets placed (and notes are added to the order, specifying its a short payment etc).

In case of short payments, perhaps the user does not want to top up (paying network fees could be higher than the missing amount?) and does not have the paitence to wait for the form to run out of its 25 minutes.
In that case the order would not be placed.

you don’t see the order in the admin panel that’s stupid.

While for all our merchants this works well (except the few asking for support here or by email), i understand this is a big problem for you.
We have been a bit slower handling support queries these past weeks and perhaps did not give you the quick and efficient support and resolution needed.

So please, re-reply to the support email or send us a support email if not already done.
We’ll do our best to see what is causing the issue on your side (if it is not due to customers’ behaviour = easy to check by making a short payment yourself and placing the order to see if it appears).

Regards,
TripleA Team

Hi,
Indeed the plugin needs to be updated to warn Ledger and now also Blockchain.com wallet users.
(These do not export the ypub or zpub which causes legacy addresses to be used for payments, causing some worry as to how to see the funds appear in these wallets.)
We have some idea on how to remediate the unfortunate changes, we hope to release these once roadmap allows (by or before end of summer).

@bitobills this has since been resolved via support emails right?

Regards,
TripleA Team

Hi @bitobills
Glad we got this resolved together.
You mention something about an order not being placed, this can be due to several factors.
Please email us again so we can inspect and help debug.

Regards,
TripleA Team

Hi @bitobills ,
We are providing support via email, please allow for at least a few hours for us to respond. We are asking for information before seeing what is going on, that’s a normal process.

We just investigated and verified, your funds are in the wallet belonging to your public key. However, as you used an “xpub” public key, funds were sent to a legacy address (bitcoin address starting with 1..).

It seems blockchain.com wallet recently changed to monitor Segwit bitcoin addresses. So your funds are in your wallet but blockchain.com wallet is not looking for it in the right place.

We will update our plugin to place a big warning not to use blockchain.com as a personal wallet until a solution is found to allow correct address generation.

We will share this same reply via email and continue to followup via email.

Regards,
TripleA Team

Hi T.H.,
As we informed you via email, the ACH payment was made July 7th due to bank holiday and ACH request processing delays (next day). ACH payments should take at most 2 days, it should be settled today if not already.

There were delays in settling your ACH payment, in part because of incorrect data and a failed transfer. The latest payment went out and did not (yet?) come back as failed so the funds should arrive this time (we don’t have visibility over that, only you do).

We understand your frustration with the delay, but it’s our responsibility to ensure the authenticity of yourself and the bank account details. Whenever we come across a client who inserted the wrong information, we confirm the details again to ensure our clients’ money is safe and arrives at the right destination.

We will continue to follow up by email.
We hope the spamming of various channels will stop, and that you’ll soon be reassured having received your bank transfer.

Regards,
TripleA Team

P.S.: We will mark this as resolved once you have confirmed receipt of your funds.

P.S.: The balance was deducted from the dashboard as the ACH transfer process (including retries, account re-verification) was under way.

Hi,
This was fully resolved by email. Closing this support ticket here.
Good luck with business.

Regards,
TripleA Team

Hi T.H.,
As we informed you via email, the ACH payment was made July 7th due to bank holiday and ACH request processing delays (next day). ACH payments should take at most 2 days, it should be settled today if not already.

There were delays in settling your ACH payment, in part because of incorrect data and a failed transfer. The latest payment went out and did not (yet?) come back as failed so the funds should arrive this time (we don’t have visibility over that, only you do).

We understand your frustration with the delay, but it’s our responsibility to ensure the authenticity of yourself and the bank account details. Whenever we come across a client who inserted the wrong information, we confirm the details again to ensure our clients’ money is safe and arrives at the right destination.

We will continue to follow up by email. We hope the spamming of various channels will stop, and that you’ll soon be reassured having received your bank transfer.

Regards,
TripleA Team