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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. I use Paypal and have no problems.
    But I have read about so many problems with them that it does worry me.
    The worst thing is that they do not seem to respond to inquiries.
    People should be supporting other servcies such as
    Money Bookers
    Paymate

    To give them some competion.

  2. I have had problems with Paypal on more than one occasion. They really suck ! I am now using AlertPay.

    A shame not all can be as professional as statcounter !

  3. Well, based on my experience with PayPal, let me say that they could certainly learn a lot of customer service lessons from the people who work at Statcounter. Statcounter staff have been prompt, helpful and friendly the 3X I had to contact them. PayPal on the other hand, in addition to being difficult to reach their customer service people, have not been so helpful.

    So I concur with your decision to use another service.

  4. PayPal is the worst company you could choose to deal with to handle your money. I quit using them when they confiscated money from my account. They allow scammers to take advantage of their so called “return” policy and as a business owner, you have no recourse.

    New customers would buy products from me then claim they were defective. PayPal would refund their money with no question or input from me, then the customer would send me back a different product from the one I sold them. (Junk of course) PayPal did nothing to correct this.

    PayPal is a scammers best friend. Call them ScamPal Now. They SUCK!

  5. Paypal is horrible. I detest them. They will hijack your funds at will and cause undue stress to your business. Shame on Ebay for not overhauling this turd of a payment processor when they acquired them.

  6. This must be why my log file hasn’t got updated then as I paid by PayPal, I have hit the 500 barrier and configured 5000. Have emailed support, will I lose any date? How long do suppport take to respond and set me up with 5000?

  7. Golly, I must be one of the lucky ones. Have been using PayPal for about 10 years and have never experienced a problem. Not one. My husband and I use it for selling small items off our websites (ebooks and art) so we’re only every handling small amounts. All the same, they mount up to considerable amounts over a year, or ten.

    I guess the key thing is, we never leave a fortune in the account — like the member who says, above, he lost $32,000 …. ouch! To lose that, it had to be sitting in the account, and of course I’d ask, “uh, why?!” Because PayPal isn’t a bank, and it makes little sense to leave more than a couple of hundred bucks there, for convenience shopping.

    Paypal is *so* convenient, esp. when you’re shopping for downloadables such as software (I use a lot of 3D models, photoshop brushes etc. — low cost transactions for which PayPal is perfect).

    From my perspective, due to an absolute absence of bad experience with the company, obviously I trust them. However, I’m not deaf to the complaints others are making. Can only say, I’ll be cautious and not keep a ton of money in the account. If/when we do get ripped off, it could only be for a small amount, due to this caution.

    I’d love to upgrade my Statcounter account, but for this I *need* PayPal. Credit cards are faaaaar from secure, and if the choice is between losing a few hundred bucks in a Paypal ripoff situation, or having my piece of plastic illegally maxed out in a credit card fraud, to the tune of fifty grand … I’d have to go with PayPal, and the lesser of all those weevils!

    Hope the situation is soon resolved to the satisfaction of all. Hope PayPal wakes up to itself, and 1) tightens its security, and 2) fires the middle management bozos who are stuffing up the job. They can still make this good, and I hope they do.

  8. You might want to check on plimus and 2checkout.

    I have some experience with them and so far they are good, they both can accept paypal payments.

  9. My experience with Paypal is that they have a poor complaints system and when you want to close your account they just won’t let you do it, they bombard you with why why why. Its a management problem and management needs to change or they will mess up what should be a perfect and profitable company. Statcounter on the other hand are a gift with no catches, thanks for doing a superlative job, SORIA

  10. I have had my share of issues with PayPal. It’s true that they are not a bank and you voluntarily give them your money to manage. They have always seemed to be pretty unconcerned with small businesses.

    I use them but have had times when I am so angry at them for unfair treatment that I have thought of leaving them for good.

    I would not miss being able to use PayPal for my recurring payments. I have already set up most of them directly on my card and manage the payments myself.

    I would not be sad to see PayPal gone from StatCounter. More power to you!

  11. I’ve had some pretty good experiences with Paypal over the years. I’ve heard the horror stories and I know that getting someone who knows what they’re talking about on the phone can be a task in itself… their service once up and running has been pretty smooth though so I’m sorry to hear about the problems here =(

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