Terrible Customer Service and Amazing Customer Service All In The Same Morning
I use a terrific app called FreshBooks (affiliate link) for my company’s project time-tracking and invoicing. I’ve been using it since 2007 (which is around 30 years in web-years, right?) and in my mind they are the best in the business.
My clients receive their invoices via email and are able to pay them online through the merchant provider of my choice which is currently PayPal. I get charged the regular PayPal rate of 2.9% + $.30 per transaction for credit card payments. In addition, FreshBooks has a really nice option that utilizes PayPal “Business Payments” for clients in the USA. If clients pay their invoice online with a PayPal eCheck (i.e. direct from a bank account) or PayPal balance, I only get charged $.50 for that transaction. For example, on a $3000 invoice, I get charged $.50 instead of $87.30. That’s a huge savings for me. It takes a bit longer for Business Payments to clear but the savings is worth it.
Well, this morning a recent “Business Payment” cleared my account and I logged into PayPal to transfer the money to my bank account. To my surprise, the payment was showing a fee of $80.05 (2.9% + $.30 of a $2750 invoice), not the usual $.50. I took a deep breath and started the process of contacting PayPal customer service and getting this thing resolved.