BlueSnapReviews of home.bluesnap.com

Response from BlueSnapJun 6, 2023

Hi Jessica, The situation you described is very unusual and it is not in line with our work protocols. Being a financial company, we must run multiple background checks on our merchants before they go live and start processing thousands of dollars of transactions in dozens of countries. In spite of the complicated regulations we have to follow – we managed to boil down the boarding process to a few short steps to minimize the effort involved in opening multiple payment channels via several banks. We make our profit from getting more merchants to process with us, unless we see an immediate threat to cardholders (which is very uncommon thanks to our background checks) -the harsh decision to terminate one of our accounts would involve multiple discussions with the merchant in attempt to prevent the account closure. You did not include your details and this is a public platform, so we cannot get into the details of what happened with your account – but we welcome your feedback and we would be very grateful if you will get in touch with us so we can investigate and explain what happened.

Response from BlueSnapMay 30, 2023

Dear Joshuo, We thank you for taking interest and using BlueSnap. We apologize if there was any delay in our response or if the communication was not as clear as it should have been. Our goal is to provide timely and helpful support to all our customers, and we regret any lapse in this regard. We want to assure you that we take matters of fund withdrawal seriously. Upon reviewing your case, we can confirm that your request to revert the funds back to PlayerAuctions was successfully processed per your request on the 16th of April. The funds were returned to your PlayerAuctions account on the 21st of April, and we can verify we sent out an update in the matter the same day. In case there is any additional matter you would like to follow up on your original request, feel free to reach out to us and we will do our best to respond appropriately. We hope that we have the opportunity to work with you again in the future.

Response from BlueSnapMar 2, 2023

Dear Yair, We thank you for your interest in BlueSnap. BlueSnap is committed to providing exceptional global payment services to our merchants and is continuously working to improve and expand our platform. However, it's important to note that each payment provider has its own underwriting and risk assessment processes to adhere by. These processes typically involve evaluating various factors. Like any financial institution, unfortunately, we can’t disclose those factors that led us to our decision to decline your application. We nevertheless have no doubt that you are a good-standing citizen, and we can guarantee those factors didn’t play any part in our final decision to decline your application. Your application was processed through all the available channels after your request for a re-review, even double-checking whenever we can to improve the odds of your application being accepted, hence the prolonged time it has taken us to provide a verdict. We are more than happy to review your application again in the future in case you decide to apply for an account with BlueSnap again.

Response from BlueSnapOct 14, 2022

Hi Mike, BlueSnap is an online payments platform, providing e-commerce tools to thousands of businesses. Looking at your complaint, it seems like you are waiting for a product that was purchased from one of our merchants. I am certain that this is just a shipping delay, but in order to get more details, you must contact the merchant's customer service team directly. If you need the contact email of the merchant or more details - please contact our Shopper Support team: https://home.bluesnap.com/contact-us/#i-see-bluesnap-on-my-statement Hopefully, this information is helpful and you can update your review.

Response from BlueSnapSep 14, 2022

Hello, unfortunately your request to process with PlayerAuction using BlueSnap's platform was declined. We informed you about this decision back in August and we updated PlayerAuction about the status of your account. The transaction you are referring to, was created while your account was still under review. Since your vendor account was not activated eventually, the transaction is now listed in the PlayerAuction account - if you wish to get more details about its status and ask for it to be canceled, I suggest reaching out to your contact in PlayerAuction, or contacting our Support team. It is clear that this topic is important to you, and we would be happy to help, but we cannot share more details in this public forum.

Response from BlueSnapAug 22, 2022

Dear Farbi, We rarely end up in a situation where we have no choice but to suspend an account. Naturally, you are not happy about it, and neither are we. Since this is a public platform, we cannot get into the specifics of your case, but there are a few facts that we must insist on after reading your feedback: 1. Our Terms and Conditions are not 120 pages long. Working with hundreds of banks and payment partners, our contract may refer to other bank agreements and privacy statements required by law – which is meant to protect you as a seller. Our legal agreements are rather similar to other payment service providers and are actually shorter. We would generally recommend watching out for any financial company that does not elaborate on their terms and conditions. 2. The allowed duration between a sale and a chargeback depends on the chargeback reason and the card issuer. We are fighting to dispute chargebacks using the best tools and automations in the industry. It is in our best interest to make sure that fewer chargebacks are associated with our business. Chargebacks usually involve penalties, and fees are collected to cover these costs. This is not a ‘Win Win’ situation for us. 3. We rarely hold our merchant funds, and when we do, it’s a temporary solution to protect shoppers. We reserve funds to allow suspended merchants to refund shopper transactions and prevent chargebacks. Typically, any portion of the reserved funds that is not used for refunds, is paid back after the suspended period is over and the account is closed. 4. Our Customer Service team is committed to reply to any merchant request within 24 business hours. We are also available on Live Chat and Phones. Our team must involve the Risk or Legal departments in cases that involve account suspension. We take these cases very seriously and we dedicate the necessary time to review every account, find another solution and prevent suspension. With that being said, it does not take us 2 months to reply. We know this for a fact, because we regularly check our communications and continue to make sure that we meet our SLAs. We are sorry that things ended the way they did. It is obvious that we would prefer to keep our merchants active and profitable. Hopefully, the clarifications above are useful. We invite you to continue this discussion with us directly and in private, so we can talk about the details of your suspension and the status of your reserved funds.

Response from BlueSnapJul 22, 2022

Hi there, Here at BlueSnap, we care about transparency, and we make sure that our fees are clearly communicated in our merchant agreement and if needed, by our customer support team. We encourage our clients to leverage the full potential of our platform to increase their revenue. Our team works hard to improve and maintain our systems and tools to ensure that we are a leader in the payments industry. These improvements can be costly, and like any other service provider, we are required to cover our costs. All our clients are required to pay a maintenance fee, but we waive this fee in two cases: 1. When the seller reaches a minimal gross sales amount of $5,000/month 2. During the first 6 months of activity since it takes some time to get up to speed. Unlike other payment service providers, BlueSnap separates this fee from the processing commissions, so that we can waive it once you reach the minimal monthly limit. Separating this fee also allows us to provide new accounts with a discount on their costs in the recent 6 months. We understand that smaller businesses may not reach the $5,000 threshold and that is why we always ask for the expected monthly revenue during the sales discovery stage. In any case, where a smaller business cannot meet this criterion, we recommend seeking another payment service provider. I hope this information helps clarify the situation and we wish you luck in your search for another payment provider.

Response from BlueSnapMay 31, 2022

Hi Jamie, We are sorry to read your feedback and for any frustration we may have caused. As one of the leaders in global payment processing, we do our best to welcome as many businesses as possible to use our services. However, as a financial organization we are required to follow a strict set of rules when it comes to accepting and onboarding businesses to our platform. Unfortunately, after reviewing your application, we found that your business is not the best fit for our services at this time. Again, we apologize for any frustration we may have caused and wish you the best of luck in your search for a payment provider.