2Checkout.com Inc.

Himanshu Sharma Thank you for contacting us regarding your concerns.  According to our records the product that was originally presented was not the same product / service that you were actually selling.   Unfortunately we are not able to support your business model and not able...

to disclose any information regarding our other merchants.  We apologize if this has cause an inconvenience to your business, good luck with your future endeavors.Christy F[redacted]

This response from 2CO which I have received before many times from them. May I ask you who has the right to say that the buyer took a part or a full services? The website is clear and the buyer has already agreed to payment polices, she received all services she paid for. Publication is our duty and job and we completely fulfilled it. This I sent to you as a photo of the book and a copy of her certificate. She did not get her visa which is not our responsibility as mentioned on the website as we can't encourage any consulate to allow an individual to travel. It is their responsibility as this is ours. However it is not work or services that she paid for.My complaint towards 2CO is that after the conference took place and after having settled and closed that chapter, they didn't review the instructions and polices they already published on the payment page, which have also been reviewed by the buyer. I'sure that [redacted] knows quite well that in this case the customer is not right and that we have a right that they are obligated to refund us the money. So can 2CO answer my question: are all services done not enough and incomplete?  which service do you mean was not complete? Who offered you or PayPal the right to recognize that we didn't serve the buyer? And finally who will pay for the services already done for this buyer? I believe it is hard for you to be the judge for that and request an answer to these proposed questions.Also kindly, don't reply using the same answer without having read my email well. I request human and thorough responses.

Hello [redacted] In reviewing your Sale, [redacted] I see that you have opened a dispute in PayPal.  The Seller,  [redacted], did reply to your request. Because you have opened a dispute with PayPal and did not contact 2Checkout directly, the requests that you have made regarding your sale...

are dependent upon the decision that PayPal makes in regards to the dispute that you have opened through them.Regards.BethClient Services

Hello [redacted],I have emailed you with the information that we need in order to release your final payment to you. Please reply to the email before this Wednesday, July 19, 2017, with the correct information that is requested and we will be able to release your final payment to you on this week's...

payment cycle.Regards,Beth2Checkout / Client Services

Hello [redacted],Based on the review conducted by our Loss Prevention Unit, it was determined that we are currently unable to process payments for your business at this time.  As our review process may be confidential or proprietary in nature, further details are not available.  However, full...

policy details regarding account closure may be readily located here: https://www.2checkout.com/policies.In an effort to mitigate any chargebacks or refunds that may be potentially processed by your buyers, the pending balance will be held for a final review which has been dated for 7/14/16.  As long as there has not been any chargebacks through your Seller account, the pending balance will be released to you on the next available payment cycle after the review date.  You can locate additional information regarding the holding of funds at the time of closure through the above link.  I have forwarded your request for information regarding the details of the recurring sales that were active at the time of closure.  Sincerely,BethClient Services .

I am rejecting this response because: They provide checkout services to many web host provides but seem unfair to refuse me as a web host provider and insisting that I had an previous account.
Regards,
[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me.
Regards,
[redacted]

Hello [redacted]I understand your frustration, however, 2Checkout is merely the payment processor for the Seller, [redacted]  We do not interfere with the contractual agreement between the Seller and their buyers.  You will need to contact the Seller again, and attempt to work the issue out with...

them.  The Customer Care Support email that we have for the Seller is: [redacted]Sincerely, Beth C[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and I have no choice but to accept it.

Hello [redacted] Our International Seller Agreement states that we can update the reserves for an account at any time that it deems warranted.   You agreed to the International Seller Agreement upon applying for a 2Checkout Seller account.  The information can be found in our International Seller agreement: [redacted], under section: 4. FEES,  J.  Reserve “The following provisions of this Section shall apply to the Reserve: We will withhold from you a reserve equal to the percentage of your gross sales ("Reserve") for each day you participate in our programs. The Reserve is in addition to the fees and charges that will be assessed against you and shall be held in accordance with the terms of the Agreement. In addition, we may increase the percentage of gross sales withheld for the Reserve if there are excessive Disputes, Refunds, and Returns, or if we, in our sole discretion, deem that either you or the Products you offer create a financial or reputational risk to us, or if we otherwise reasonably deem ourselves insecure. We may fund the Reserve by deductions from payments due to you, by charges against the Settlement Account, or by making a demand to you for the amount necessary to fully fund the Reserve, which demand you will comply with within one (1) business day. You shall not have the ability to debit the Reserve during the period it remains open and you will obtain and execute the documents required by the financial institution where the Reserve is established that enable us to make such debits and to restrict you from debiting the Reserve. The amount required to be maintained in the Reserve, and the terms and conditions regarding maintaining the account, shall be established by 2CO, in our reasonable discretion. Upon termination of this Agreement, we may require an additional Reserve to cover possible indebtedness to us for Transactions initiated prior to termination. The Reserve will be maintained after the termination date of this Agreement until we determine that the release of the funds to you is prudent, in our best interest, commercially reasonable, and all of your contingent liabilities are fully resolved. Upon expiration of this period, any balance remaining in the Reserve will be paid to you. We will inform you of any charges debited to the Reserve during this period. You hereby grant us a security interest in the Reserve and all proceeds thereof to secure all fees, costs, and charges due in accordance with this Agreement. The Reserve will be separate from the Settlement Account. You shall have no right of withdrawal from the Reserve. If we request, we, you and the financial institution where the Reserve is held will enter into an authenticated agreement requiring the financial institution to abide by our directions with regard to the funds in the Reserve applicable to you. In addition to any regularly required Reserve, we may, at our sole discretion, direct funds to the Reserve and withhold payment to you at any time that we become concerned about any aspect of your business including, but not limited to concerns about the operation, management or financial performance of your business, or concerns about the Products you offer for sale. You will not at any time during the term of this Agreement, or until all amounts due under this Agreement have been paid in full, grant or pledge any security interest or lien in the Reserve, Settlement Account, or Transaction proceeds to any person, without our prior written consent.”  The products/services that you provide, are considered a higher risk product/service by the industry.  We we are temporarily raising your reserve level to 25%, based on the nature of the services you provide.  This change will remain in effect until your account is reviewed again in May, 2017. Sincerely, E. C[redacted]

We do recognize the chargebacks
on your account were a result of one buyer charging three orders back, however
there are certain risks to conducting online card not present business. The
industry chargeback standard is 1% and your account reached levels much higher
than the industry standard at...

7.10%. We are required by our banking partners to
monitor and manage chargeback levels on all of our sub-merchant accounts.
Unfortunately, the chargeback level on your account remained much too high
after the initial chargeback notice was sent on  April 8, 2015
Let me know if you have any
additional questions. Christy F[redacted]

Your buyer opened a dispute in PayPal regarding the sale that was placed through your website.  PayPal contacted us requesting that you provide information regarding the services that were provided to the buyer.  We submitted all of the information that was provided by you to PayPal to challenge the dispute.  Unfortunately, after reading all of the information that you provided and the information that the buyer submitted to PayPal, PayPal sided in their favor and forced the funds from 2Checkout and your Seller account to be returned to the buyer’s PayPal account.  We did not agree to a refund this was forcefully taken from PayPal, similar to a chargeback.   The International Seller Services Agreement contains the complete terms and conditions between us, 2Checkout and you.   Including the information regarding disputes and chargebacks.  Please follow the link below for additional information: https://www.2checkout.com/policies/international-seller-services-agreement/ We cannot return the funds that PayPal took to cover the dispute.  You will need to contact your buyer directly to resolve the issue. To avoid PayPal disputes in the future, I can offer to disable your account from receiving sales from a buyer that is using PayPal as their funding source.  If you would like the PayPal functionality disabled for your Seller account, please contact us at;[redacted], provide your Seller account number and the request to disable the PayPal option for your account.

Hello [redacted]In reviewing your account, there has been a partial payment that has been released to you on 2/24/17.  The review date for your final payment is set for 8/10/17.  As long as there are no issues with We have provided to you the reason that your account was closed, this was due...

to a service that you were providing that is listed on our Prohibited Products List. I also see where you have a case opened in our system.  Please allow a few days for Lauren to reply to your email.Sincerely,E. C[redacted]

Based on your last message the seller had agreed to the reimbursement and your message said only to apply if I needed further assistance.  I accept the sellers response and so there is nothing further from me.  Thanks for all your help.Kindest Regards,[redacted]

Hello [redacted]I have issued the refund for your order with [redacted] and contacted the Seller to inform them of the situation.  You should see the refund posted to your Visa account within 7-10 business days.Sincerely, Beth

I see that we will continue argue without reaching any solution, 2CO still repeat the same answer without answering the question why you or PauPal refund the buyer although she already got her services and you have mentioned that I provided you with the documents that says that the buyer got her services and the issue was totally closed, I see your answer that I have to contact the buyer is very weak as  she will not pay and you have to pay for me not PayPal, again and always I don't know PayPal and I have no any relation or agreement with them, you have to forced them and give me my money. Also in future I can't close the account with buyers whom are using pay pal as this point is your task not mine. Kindly change your answer next time and don't through me with your faults.kindly tsk an action that maybe useful and I can get my money.
Regards, [redacted]

[redacted]When your account was initially
underwritten the services were supportable. Our policy has recently changed due
to the high risk of chargebacks and refunds which are associated with this kind
of service. Due to this risk we have made the decision to no longer support
this services which is why the account has been closed. Please  let us know if your need further clarification.   Christy F[redacted]

Financial institutions are all about transparency and if you can not be transparent about this, I want damages for my loss of revenue and reputation that has resulted due to this action. I also want my funds released immediately because you have no grounds to hold the funds.
I owe it to my business and my reputation to get more clarity. Also, blocking my funds with you for 3 months without an explanation is completely unacceptable. You can't have it both ways, either you give me proof of irregularities or you release my funds immediately.
Also, I have recurring payments being processed through this account. How do I collect those? How do I contact them to move over to the other processor? What do I do about my payment plans? Most of all how do I explain this to my clients who trust me and my business?
I have received notifications about my account on April 19, 20th and 21st about rebill attempts exceeded and my clients changing  their credit card details. if the account is no longer active, why are my clients being duped into changing their credit card details and receiving all these notifications. 
In the absence of any proof or explanation, am I to assume that this whole debacle is based on a “hunch”, a  judgment if you will, based on my country of origin and/or  religion? Because frankly I can't see any other reason and I have processed hundreds of thousands of dollars through 2CO, the least you can do is share what prompted you to do this without ANY warning or EXPLANATION.
Lastly, I want a full report of MY clients and sales along with recurring sales status ASAP soI can move them to another (better and more transparent) payment processor. This should not require any approval, this is MY data and should be released immediately.
Also, I don’t want my account reactivated, I am DONE with you people, all I need is my data and my funds released immediately and to warn others about the kind of business 2CO runs.

Hello [redacted]Unfortunately, I see where you have contacted [redacted] this morning and requested that your account to be canceled.  Please contact your Account Executive, [redacted] to provide them with the information on your account and work out any issues.  Sincerely,[redacted]2Checkout

Please note that there has been no adjustment made on our account to return the USD 182.21 (CND 219.66).