To Paypal or NOT to Paypal…

Quite unbelievably, despite reporting a problem to Paypal on 26 August, we have STILL not received confirmation that this problem has been resolved. Here’s the background…

    On 26 August we identified a serious problem with Paypal.

    StatCounter members who had upgraded in the previous few days had NOT been appropriately upgraded as the Paypal system stopped sending out subscription payment notifications. In fact new subscriptions were no longer created at all and payments received were not linked to StatCounter accounts.

    In short, we were receiving hundreds of Paypal payments which we couldn’t link to any StatCounter account. As you can imagine, this caused serious difficulties for us.

    We reported the problem to Paypal with as much supporting evidence as possible to assist them in quickly identifying the problem… but, as we have come to expect, the first response from Paypal completely ignored the information we supplied and denied the problem.

    It’s now 5 WEEKS since we reported this issue to Paypal and we have STILL not received confirmation that this problem has been resolved. We feel we have been more than patient at this stage and remain astounded that any company can treat its customers with such disregard.

While we understand that ALL services can have problems from time to time we find Paypal’s habit of ignoring its customers to be abhorrent. We are particularly upset that Paypal’s poor behaviour can and does impact on you, our members, and also unfairly reflects on us.


Our Position
As a result of this Paypal problem, we had to manually examine hundreds of payments, attempt to link these to StatCounter accounts and where this wasn’t possible we had to contact the payees individually to request their StatCounter usernames. As you can imagine, this had a high cost for us in terms of time and resources. Further, although these problems were caused by Paypal, StatCounter has absorbed all the costs of this problem. We also felt it was only right for us to offer all affected members a free upgrade for one month to make amends for the problems. Paypal, of course, offered us (their customer) absolutely nothing by way of assistance for the trouble they caused us.

Unfortunately, we have been here before… At that time, we decided NOT to remove Paypal as a payment option for new subscribers. This was because we highly value each of our members and, despite OUR poor opinion of Paypal, we have to cater to what YOU, our members want. However, we are now again considering our position in relation to Paypal…

Your Feedback Please
Due to the problems outlined above, Paypal has been suspended as a payment option (for NEW subscriptions) on StatCounter since 26 August and remains so. We can’t possibly reactivate it until such time as Paypal confirms that the problems introduced in August have been fixed… but we have no idea when that will be. In the meantime, we’d like to ask you, our members, for your thoughts on this.

Both problems we have had with PayPal have been with their subscription payments. During this problem and the last one, regular Paypal manual payments appeared to be functioning normally. On this basis, we are wondering if we should STOP accepting PayPal subscriptions and accept only manual payments instead? Manual payments *would* require our upgraded customers to log in to Paypal every time a payment falls due… so perhaps we will have to restrict Paypal upgrades to quarterly or yearly – logging in every month to pay could be a bit too time consuming! We’re not sure about this idea, so do let us know your thoughts!

We’d also love to know what alternative payment options we can introduce to cater for your payment preferences.

Here are our initial thoughts…

  • We need to accept Discover cards – if you can recommend an acquirer for a European company, please let us know
  • We need to accept AMEX for USD payments – currently we can only accept AMEX directly for EUR payments
  • We need to accept echecks – please let us know if you can recommend any echeck processors

Note that we already accept VISA, Mastercard, AMEX (for EUR payments), wire/bank transfer, EUR/USD checks/cheques.

Please post below with any other card or payment method you think we should accept and feel free to share any comments or suggestions you may have. Thanks folks.

UPDATE: Please note that existing, active Paypal subscriptions are not affected by the suspension of Paypal on StatCounter – this affects NEW subscriptions only.

537 Comments

  1. How possible would it be to sue PayPal for the money (and time as money) that it cost you trying to attribute all the payments manually because they failed to assist you in resolving the issue? Nothing’s going to change if everyone who has problems with PayPal just sits around saying, “Gee, PayPal sucks!” Obviously, they don’t care about losing clients. Hit ’em in the pocketbook.

  2. I don’t have anything to add for a new merchant account. But i was once a power seller on E bay a few years ago. PayPal pretty much put me out of business. There customer service is truly horrible.

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  4. sometimes calling back and getting a different rep will help.
    I just had a issue with paypal and the rep i talked to was very patient and helped me. How ever i have also heard pay Pal has poor customer service.
    If you talk to someone like they will not care most of the time you get what you expect. If you talk to them like they will care most of the time they will.

    Of course i wish you the best response to this problem .

    Maybe its a cover up to a larger problem. Good Luck !

  5. Although I am becoming very unhappy with paypal, for the time being, given my financial situation, I suggest keeping paypal as an option until something else proves better.

    Errol Sawyer

  6. I personally hate paypal. In my honest opinion, you should attempt to keep paypal as an option. However. I think you should add an option for moneybookers. Because unfortunately alot of people are comfortable with paypal. I guess you just need to decide what is best for business…

  7. I’d say to go ahead and drop Paypal. I had an issue once as a customer and finally had to get AMEX involved to fix it.

    As a result of this experience and a few other stories we’ve heard about, we do not take Paypal as a merchant, but are able to take Visa/MC/Discover/AMEX through the merchant services account we use at very competitive rates.

    If you would like more information on the service we use, feel free to contact me at the email address I’ve given on your posting form.

    Best regards and best of luck,

    – Phil

    PS – I love your service, it’s the best

  8. Don’t be fooled by the comments supporting paypal. Those are just the people that haven’t encountered problems YET. I say that because sooner or later paypal will always find a was to screw you and then they will do everything to avoid fixing it. I have read about so many people’s lives ruined because of paypal…years of work down the drain. Thousand of dollars lost and that doesnt include money spent on legal actions. Paypalsucks.com has so many members its ridiculous! Paypal will fall apart in the next few years I guarantee it!

  9. Hello, I think that you should drop the f*cking Paypal support. There are better alternatives. The best one by now I think it’s Moneybookers. They’re supported by many countries, have low fees and have a responding customer support 🙂

  10. I got same message last week firts time. I thought what happen and what is wrong? 2 days later money transferred to my account succesfully.

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  12. paypal has become a large animal basically devouring other smaller entities in its path, much like the cousin, ebay. Like most on the web we wish there were better alternatives to both paypal and ebay: the prob is when they get so large, they lose control or no longer appreciate cust care. Large banks are the same. Frankly I find paypal, like ebay, legalized robbery.

  13. As a South African we have never been able to have Paypal merchant accounts, so I have had to find alternatives, the best of which (and truly international) is AlertPay. I was so happy when a friend and associate of mine in the US eventually wangled me a merchant account with Paypal, but I had nothing but drama and arrogance and lost a lot of money, so shut I it down. Now that’s bad! Wait for years for the “privelege” and then voluntarily shut it down! I know it is very popular and widely used, but really, until people stand up to them and use alternatives, will their attitude ever change?

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