Hello, we are a UK based retailer and we offer paypal as a form of payment for our customers who are predominantly UK based. One of the products we sell has the word 'cuban' in there - it actually has nothing to do with the country Cuba and is actually a fashion accessory. However, every occasion a customer uses Paypal to pay for this said item, then the payment then goes to hold status until it goes through paypals review system - which can take a number of days! By the time it is released/approved (which it always is!) the customer is very frustrated because we have not been able to dispatch their item on time.
It is our belief and understanding, that because the word 'cuban' is in there, it is triggering some kind of rule within paypal which flags the transaction - we do not have this issue with any other payment provider - stripe, amex, via, mastercard etc. Only paypal. We have had this issue for a number of years now and it has now got to the point where we either need to get this fixed or discontinue offering paypal as a method of payment for our customers. We refuse to change the name of our item just to let is get through paypals ridiculous rule.
Surely there is a way to have our website whitelisted or something? When we have reached out to Paypal we never seem to get anywhere, with each customer representative we speak with just keen to give a wishy washy response and not actually want to resolve the issue. An example of a typical response we have received from paypal is one we have received today as follows: -
'Thank you for a brief description. The only possibility would of non availability of PayPal services in Cuba. That could be the reason of this issue. Our international team is working on getting things done. Thank you. - Tushar'
As you can see the response from paypal does not make sense whatsoever and is completely and utterly unhelpful to say the least!
Any help or advice would be gratefully received as we are literally pulling our hair out with this now.😓
Kind regards
From a small family business.
Andrew
