Your Paypal system sucks!!!
So I thought this issue was fixed, I guess not.
Also you were supposed to improve your response time. I made a request for payment 10 days ago! The only response I received was the bot reassuring me that my request would be answered soon.
If my stats are lowered for a response time of 3 hours are less, what are your repercussions for your lack of response to my requests?
Your system needs to change, or this pro needs to move on.
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Hi Adam,
Thank you for reaching out to us!
We completely understand where you're coming from and this is not the response time or turnaround we've always prided ourselves in having.
Unfortunately, the past month has been of many unforeseen issues that significantly delayed our response time and it's taking us longer than we expected to get it back on track.
However, we understand the importance of a speedy response and are working hard to get it back to normal while looking into ways of speeding up the process.
Regarding Paypal, unfortunately, our hands are tied as the issue is on their side of the integration and they have not been able to give us an ETA on the fix. We continue to push their support team for an update, but there's not much we can do at this point besides process payments manually as quickly as possible.
One of the measures we took to help speed up the process of manually withdrawing funds to Paypal was implementing a form on the Payments page a few weeks ago, where you can input your information and the request will be immediately sent to our queue for manual processing. For that reason, we are no longer taking requests through email.
However, I will personally search for any messages you have sent us that are still unanswered and will get back to you on each request by the end of the day.
We appreciate your patience and understanding.
Kind regards,
Marina Russo.
Mariana,
I have the same problem, I sent my google form to be paid manually through PayPal and it's been a week already and haven't heard from you. Please help me releasing the money! Thanks in advance!
Hi Paola,
Thank you for reaching out to us!
We apologize for the wait in processing your request, the queue was a bit delayed by the number of requests we received in the last ten days, but it should be back on track in the next few days.
I can see your request in the queue, and the engineering team has already completed the first step, which is removing the funds from your wallet.
Next, the finance team will be working on transferring the funds to your Paypal account. This should be done by tomorrow at the latest.
If you don't receive your funds by tomorrow at the end of the day, please reach out through support@bunnystudio.com so we can investigate the issue.
Kind regards,
Marina Russo.
Hi Marina,
This is the first time I write in this community forum and I have been pleasantly surprised because in addition to your detailed and very kind answer, today the funds were transferred to my PayPal account.
What a pleasure to work with people like you! Thank you!
Hi Marina,
Yes, I understand that you have been having issues with Paypal for some time now. My critique is about the "patch" you are currently using.
I understand also that it takes time to process the request. The issue, is that there is no email confirmation that you received my request until after the transaction has taken place. For example, I put in a request last Friday (4/15) and I haven't heard anything. There's no shifting of funds in my account, no way to know if my request was received. I'm thinking that I should put the request in again, because I don't want to wait another 2-10 days. I'm probably not the only person thinking this, so you've probably received multiple double requests that are clogging up your in-boxes. Slowing the process down even further.
This is why your Paypal system sucks. It's not on their end.
Cheers!
Adam
Hi Adam,
Thank you for your feedback!
I'm sorry I missed your last comment and took so long to reply.
I understand where you're coming from and will see what can be done to improve this workflow.
In the meantime, I'd like to assure you that whenever you complete the form and get the following message, your request has been sent into our queue.
We have restructured our internal process to speed up the processing of requests. We should be able to process payments more frequently now, creating less confusion as requests should be addressed quicker.
In the meantime, we're working on a new integration that should solve all of the problems we've faced with PayPal in the last few months.
We appreciate your patience and understanding!
Kind regards,
Marina Russo.