Dear User,
Unfortunately, due to some additional security measures put in place by Paypal recently, we have been experiencing severe delays in processing your Paypal rewards payments.
What has happened?
· Paypal was not accepting bank transfers from Cint - the technology platform used to deliver surveys and rewards to panellists. This means we were unable to add money to our account in order to pay you.
What steps have been taken so far?
· We have returned the points for all pending Paypal transactions back to your account so you could choose another reward option where possible.
· We have temporarily removed the option to choose Paypal in our portal / app.
· We have identified the reason why Paypal was not accepting Cint’s bank transfers (Recent security measures implemented by Paypal without any pre-warning has prevented many payments getting correctly transferred)
When can you receive your Paypal payments?
· We expect to be able to restart offering Paypal payments from the 28th of September 2020
We are genuinely sorry for the inconvenience this disruption has caused. We will provide a further update as soon as payments resume.
- Historically Cint has used a generic name called “Your panel” as their Paypal business name, so when payments are made to panelists, their statements read ‘Your panel’ instead of Cint.
- However, without any prewarning, Paypal has recently introduced some additional security measures to their fund transfer process, which requires a Paypal account’s business name to match its corresponding bank account’s business name.
- This new requirement has created an overwhelming number of reversals in the Paypal system, and as a result, many of Cint's accounts were affected; which unfortunately took some time to troubleshoot.
Cint has identified the countries where they have Paypal but also have other payment methods available. For all of these countries, they are going to do the following:
• Roll back all pending Paypal payments
• Add messaging asking users to choose other method. This would be added to Zendesk and linked from portal by Cint’s product team.
• Temporarily block further payouts to Paypal in these countries (PayPal will be disabled for panels in these countries across the whole platform)
For the countries where we have only PayPal as an option, Cint will still look for the solution.
The team responsible for this at Cint is in touch with PayPal’s department to escalate the issue further.
Yesterday morning Cint made a test payment of a small amount after re-checking the transaction details. If successful, Cint will see it in Their Paypal account on Thursday and will start to ramp up payments again (if it works).
