PayPal withdrawals *reinstated*
Orie Z. 53 posts - United States - Joined Jun 19 2008
PayPal withdrawals from oDesk have been temporarily disabled. We recognize how critical this service is to our providers and it is our top priority to restore full functionality and are investigating the issue together with PayPal and our financial institutions. We will be working to restore the service as soon as possible and apologize for any inconvenience this may cause.
No other payment methods are affected.
We will keep the community posted with updates. Please refer to our help page to learn about other withdrawal methods that you can use to access funds. You may also contact Customer Support for assistance.
June 8 update: working as fast as we can.
I just wanted to assure you that we understand the gravity of the situation. Unfortunately the problem is on PayPal's side and there is not much we can do until PayPal resolves the situation. We have escalated the issue to the highest levels of PayPal and will re-enable PayPal the minute we can.
We will keep you posted with updates, and we apologize for the inconvenience.
Michael (VP Product)
We understand the frustration surrounding the PayPal issue and apologize for not posting updates to our community more frequently. This issue is serious and is deeply affecting our providers, but - until now - we haven’t had additional information to share. We are sorry that this has appeared as a lack of communication on our part, and we are committed to posting more frequent updates from now on.
Below is a summary of what happened and how oDesk is helping providers affected by the PayPal issue.
This past Monday, the day funds are typically posted to our PayPal account, we learned that the funds had not been credited. We immediately alerted PayPal and they have been working closely with us to figure out what happened and how to resolve it.
We are making progress with PayPal to resolve this issue and are confident that we’re on the right track. We are told the issue is expected to be resolved by Friday, June 11, 2010 (PST.)
How will oDesk help me?
If you are affected by this outage and unable to withdraw your oDesk funds through PayPal, we are offering one free wire transfer to help you obtain your hard earned money.
To take advantage of this special offer you will need to set up your wire transfer through the Withdrawals tab as soon as possible – enterning your bank account information and activating the wire can take up to 3 days. Once active, you can process a wire transfer of your funds and request a refund of the wire cost by submitting a support ticket.
The free wire transfer will be available only until the PayPal issue is resolved.
To prevent this situation from occurring again, we have set up a system to be alerted to such issues in advance. This will give us the time needed to resolve issues and notify users before any potential delay in a specific payment method occurs.
I am the Product Manager for Billing and Payments at oDesk, and I am heading up the team trying to resolve the issue with withdrawals via PayPal. I realize that this outage involves a significant hardship for you, and I assure you we are doing our best to get this fixed. We have already posted a note about the current status, and I will update this thread regularly as we get updates from PayPal. However, I would like to take this time to clarify a few issues that have come up on the thread.
a. PayPal support vs. oDesk support
I realize that some of you have talked to PayPal support, who told you that there didn't seem to be anything wrong with the oDesk account. The reason for this is that the error was actually not apparent to the support staff. They are well meaning (to the point of giving out information about our account, which they're not supposed to), but they simply do not have visibility into the interactions between PayPal and our bank. In fact, even after escalation, it took a while for PayPal to figure out the source of the problem. At this point PayPal has communicated the issue to their support staff, and they should be clear that PayPal is working to solve the problem.
b. Is oDesk trying to (insert nefarious activity here)?
We are not trying to push Payoneer, to raise extra fees, etc. We have a big opportunity here - connecting buyers with providers across the world. The easier and more seamless we can make the process of hiring, managing and paying for online work, the better it is for us. Anything that makes it harder to pay for work online convinces people that online work is "too hard". It simply does not make sense for us to sacrifice this goal by "nickel and diming" our customers. This is why we charge a simple, flat rate. It's why we don't charge fees for signing up. And it's also why we do not make money on withdrawal fees - we pass them on at cost.
c. Why the change in estimated time to resolution?
Based on the initial information at the time when we discovered the problem, I estimated our time to resolution. At the time I was not completely aware of the complexity of the problem. At this point PayPal has confirmed to us that they have found the source of the problem and are working on solving it, so our estimate is more reliable. I will update this thread with any additional information we receive from PayPal.
Product Manager, oDesk.com
PayPal has resolved the problem that prevented oDesk users from withdrawing their funds. Effective now, PayPal withdrawals for oDesk providers have been reactivated.
The inability of providers to withdraw their funds is completely unacceptable to us and we realize how difficult this has been for all of you. We apologize for any inconvenience this issue may have caused you. We have worked night and day with PayPal to ensure they fixed the problem as quickly as possible. We appreciate your patience during this stressful time, and we want to assure you that we have taken additional steps with PayPal to avoid this problem from recurring in the future.
Thank you again for bearing with us for the past four days. We also appreciate your feedback regarding our communication on this matter. We take your suggestions seriously and we are committed to improving future communications.
Lastly, for those providers who haven’t yet done so, please be aware that setting up an additional withdrawal method is a good practice, and will give you alternatives should the need ever arise.
If you have any further concerns, please contact Customer Support. We want to make sure that all our users are taken care of, and that you receive your payments promptly.
The oDesk Team.
Score: 2.3, Votes: 130