Paxum mass pays aren't instant? Payment are late, support iffy.

[gleem]

Been trying to figure out WTF is going on, made a payment to all my affiliates yesterday and nothing has been deducted from my account, so I assume no one got the money.

Then I open a ticket asking what the problem was and if the transfers were instant, and they tell me to wait another day and see..

Seems kinda strange and I am upset this happened the first time I go to use them to payout affiliates. Also the lack of explanation which I would assume would come immediately, (still hasn't come) is kind of disappointing.


I'll just leave this here, and come back tonight to see what you all say or have experienced. Please don't ICQ I won't be available.

[idtapdat]

that sucks.. nice sites you got btw

[ThumbLord]

wow, Paxum is the best, the fastest, the cheapest solution people tell me.
How on earth can you have any problems?

[stocktrader23]

A monkey has to actually type in each payment. Due to a shortage of bananas at the office staff was short yesterday. Moral was raised by a poop flinging contest this morning and your affiliate payments should now be in motion.

[tammix]

perhaps isnt as "instantly" as you might think, somehow it has to clear I guess, maybe later tonite

[Chris]

Hey Gleem ,
I'm personally looking into this. Mass pay is instant - it just takes a few minutes to process it all.

[Agent 488]

icq sent.

[sponsornetworks]

hope paxum can fix it as soon as

[alias]

Originally Posted by stocktrader23

A monkey has to actually type in each payment. Due to a shortage of bananas at the office staff was short yesterday. Moral was raised by a poop flinging contest this morning and your affiliate payments should now be in motion.

I love the monkey game!

[Chris]

I just asked the tech department and it seems there
was an error in the format of the file you uploaded and that for mass
payments they have to use either CSV or XML in the format provided. No
payment was issued as the file was not formatted right.

[gleem]

Originally Posted by Chris

I just asked the tech department and it seems there
was an error in the format of the file you uploaded and that for mass
payments they have to use either CSV or XML in the format provided. No
payment was issued as the file was not formatted right.

that's ridiculous since I used the template in your admin, turns out your template just renders incorrectly in a browser, and for someone to know that is kinda hard.

Why wouldn't your admins tell me this when I first opened the tickets? Why was it accepted in your system also?

here's the template I get when I click the file template you say to use in your admin:

[email protected] 10000.00 USD some description here (optional) [email protected] 20000.00 USD some description here (optional)

[alias]

Paxum payed your webmasters in Vimax Pills.. .

[chronig]

[CyberHustler]

Originally Posted by chronig

[icymelon]

maybe if we sent them some banana milk shakes payouts would go out quicker?

[BJ]

Paxum should give out free bottles of Penis pills to make things right

[BIGTYMER]

Sounds like just a small issue with a fast growing site.

gleem should have been notified of the problem though.

[gleem]

it was a simple issue of the example template they had in the admin not formatted correctly to show the tags needed.

I re-submitted it and it went through now.

Unfortunately once again it takes a GFY post to get things done, and although I hate doing it, I will not tolerate any lack of support on an issue as important and urgent as my affiliate payouts. Although many support issues a 24 to 48 hour response time is reasonable, not in this case.

Anyways, things are done, money was sent, thread purpose served, go about your business now.

[Christophe]

We have successfully Mass Paid our affiliates. However prior to that I had to check with the Paxum support how to format the payment file properly as their template weren't showing all available options at the time. The weird thing is that after you submit a batch, you can neither check the status nor the details (at least i couldnt find any place that shows that).

[Chris]

we will take the post within this thread and see about changing how the mass payment information is worded and setup for everyone.

Please guys if you feel [email protected] isnt helping you as well as they should feel free to personally call me on my cell phone .. 24/7 254-833-0356 ( if its 3am dont get mad if answer grumpy lmao )or icq me 71462500 and ill get to the bottom of it no matter what the issue is

our biggest client is just as important as our smallest client :-)


With that said - dinner is calling my name.


Regards,
Chris

[paxum]

Originally Posted by BIGTYMER

Sounds like just a small issue with a fast growing site.

gleem should have been notified of the problem though.

Bigtymer,
Thanks for the kind words but unfortunately there was no problem with Paxum at all and no glitch with paxum but the way the user formatted the file.

[paxum]

Originally Posted by gleem

it was a simple issue of the example template they had in the admin not formatted correctly to show the tags needed.

I re-submitted it and it went through now.

Unfortunately once again it takes a GFY post to get things done, and although I hate doing it, I will not tolerate any lack of support on an issue as important and urgent as my affiliate payouts. Although many support issues a 24 to 48 hour response time is reasonable, not in this case.

Anyways, things are done, money was sent, thread purpose served, go about your business now.

Gleem,
There was and there is no issue with any template, unfortunately you did not follow the format given in the mass payments menu and decided to use your own format instead. As you can expect our software cannot guess what you want to achieve. The xml file is given as an example and you should right click on the file and save us on your computer. Once that is done you have to edit it with a text editor and save it in .xml . If you just open it in your browser the browser of course will format and show you incorrect data. An xml file is not a html rendered page you can copy/paste. Of course if you upload a file with the extension .xml the program will accept it as it is meant to do that but if inside you do not format it right and put different things of course it cannot get processed.

You may want to use in the future the CSV format instead of xml as you are probably more at ease with excel and saving files in CSV (comma delimited format) or simply make the transfers from the regular web interface.

For the support issue you contacted the main messaging center and received an answer that payments are issued instantly by one of the regular website customer support. If that did not satisfy you (and you saw that there was an issue as the payments were not taken from your account) you should have asked to escalate the matter and investigate it or contact one of our reps directly instead of using the general messaging system. Once our team knew about the problem the investigation was done in a matter of less than 1 hour and we emailed you the problem why your file was not processed. For faster answer you can send us an email with the specific problem or to contact one of our reps they are here to help you.

Hope this solves the issue.

thank you

[stocktrader23]

Originally Posted by paxum

Bigtymer,
Thanks for the kind words but unfortunately there was no problem with Paxum at all and no glitch with paxum but the way the user formatted the file.

tsk tsk tsk

Employee made a great post and you follow with this? If support ticket were answered in 2 minutes as it should have been it wouldn't be on this forum. Let your reps handle GFY from now own.

[Supz]

Originally Posted by paxum

Gleem,
There was and there is no issue with any template, unfortunately you did not follow the format given in the mass payments menu and decided to use your own format instead. As you can expect our software cannot guess what you want to achieve. The xml file is given as an example and you should right click on the file and save us on your computer. Once that is done you have to edit it with a text editor and save it in .xml . If you just open it in your browser the browser of course will format and show you incorrect data. An xml file is not a html rendered page you can copy/paste. Of course if you upload a file with the extension .xml the program will accept it as it is meant to do that but if inside you do not format it right and put different things of course it cannot get processed.

You may want to use in the future the CSV format instead of xml as you are probably more at ease with excel and saving files in CSV (comma delimited format) or simply make the transfers from the regular web interface.

For the support issue you contacted the main messaging center and received an answer that payments are issued instantly by one of the regular website customer support. If that did not satisfy you (and you saw that there was an issue as the payments were not taken from your account) you should have asked to escalate the matter and investigate it or contact one of our reps directly instead of using the general messaging system. Once our team knew about the problem the investigation was done in a matter of less than 1 hour and we emailed you the problem why your file was not processed. For faster answer you can send us an email with the specific problem or to contact one of our reps they are here to help you.

Hope this solves the issue.

thank you

He did say he contacted support and did not get the right answer. I think your best bet would be the let Chris handle the boards. He seems to be doing a good job. You sound like a dick blaming the customer when he said he emailed support and got some bullshit answer.

[nickutis]

Originally Posted by gleem

it was a simple issue of the example template they had in the admin not formatted correctly to show the tags needed.

I re-submitted it and it went through now.

Unfortunately once again it takes a GFY post to get things done, and although I hate doing it, I will not tolerate any lack of support on an issue as important and urgent as my affiliate payouts. Although many support issues a 24 to 48 hour response time is reasonable, not in this case.

Anyways, things are done, money was sent, thread purpose served, go about your business now.

you mean you always received answers from epassporte instantly? :D :D :D :D

[gleem]

Originally Posted by paxum

Gleem,
There was and there is no issue with any template, unfortunately you did not follow the format given in the mass payments menu and decided to use your own format instead.

Oh so that's how it's gonna be? lucky for you some affiliates want paxum.

here is the "format" your admin has linked, note I click the link in your admin, and then below it is what your support gave me, a crappy answer of "lets wait and see tommorow" and nothing was resolved until I made this thread, see screenshot and timeline of your support ticket below:




Here's the excellent customer service, note I needed to get these payouts out today, and couldn't fuck around with a no answer back and forth session not knowing if my affiliates got their money or not:

[gleem]

Originally Posted by nickutis

you mean you always received answers from epassporte instantly? :D :D :D :D

lol right, however after their meltdown and these guys begging for biz here I will not sit with my thumb up my ass waiting for tech support to decide to look at the file or actually look into an issue that would make my payment to my affiliates late.

[anexsia]

Originally Posted by paxum

Gleem,
There was and there is no issue with any template, unfortunately you did not follow the format given in the mass payments menu and decided to use your own format instead. As you can expect our software cannot guess what you want to achieve. The xml file is given as an example and you should right click on the file and save us on your computer. Once that is done you have to edit it with a text editor and save it in .xml . If you just open it in your browser the browser of course will format and show you incorrect data. An xml file is not a html rendered page you can copy/paste. Of course if you upload a file with the extension .xml the program will accept it as it is meant to do that but if inside you do not format it right and put different things of course it cannot get processed.

You may want to use in the future the CSV format instead of xml as you are probably more at ease with excel and saving files in CSV (comma delimited format) or simply make the transfers from the regular web interface.

For the support issue you contacted the main messaging center and received an answer that payments are issued instantly by one of the regular website customer support. If that did not satisfy you (and you saw that there was an issue as the payments were not taken from your account) you should have asked to escalate the matter and investigate it or contact one of our reps directly instead of using the general messaging system. Once our team knew about the problem the investigation was done in a matter of less than 1 hour and we emailed you the problem why your file was not processed. For faster answer you can send us an email with the specific problem or to contact one of our reps they are here to help you.

Hope this solves the issue.

thank you

Please tell me you do not officially represent Paxum? I liked the other Paxum reply but what you posted was a horrible way to treat a customer...you pretty much blamed him and no matter who is right you should never blame a customer.

[gleem]

Originally Posted by stocktrader23

tsk tsk tsk

Employee made a great post and you follow with this? If support ticket were answered in 2 minutes as it should have been it wouldn't be on this forum. Let your reps handle GFY from now own.

Well I assume the poster "paxum" is an owner since he took the post personally and got offended as I would have been if an unhappy affiliate hit the board before emailing me first... however for the record I posted here because it was very obvious the ticket would not get looked into PROPERLY without a post here.

Difference is I would have bit my tongue & let that employee who got the right answer first alone to handle it and I would have walked away happy, but now I guess this guy is trying to spin it as my fault for clicking the link in the template and not wanting to wait to see what happens a day or longer as his techs suggested.. Which is fine too. It's a free country. But look, I post here and it goes from "wait a day and see" to an answer 5 minutes after this post goes up of "turns out your mass-pay was set wrong". ridiculous.

[seeandsee]

So was there problem with template or not gleem?

Does your reuploaded template was diferent that 1st one?

[CyberHustler]

What a major disaster waiting to happen...

[stocktrader23]

Originally Posted by Chris

we will take the post within this thread and see about changing how the mass payment information is worded and setup for everyone.

Please guys if you feel [email protected] isnt helping you as well as they should feel free to personally call me on my cell phone .. 24/7 254-833-0356 ( if its 3am dont get mad if answer grumpy lmao )or icq me 71462500 and ill get to the bottom of it no matter what the issue is

our biggest client is just as important as our smallest client :-)


With that said - dinner is calling my name.


Regards,
Chris

Originally Posted by paxum

Bigtymer,
Thanks for the kind words but unfortunately there was no problem with Paxum at all and no glitch with paxum but the way the user formatted the file.

[baddog]

Originally Posted by stocktrader23

[FlexxAeon]

damn browsers can't handle xml!

[Adraco]

Originally Posted by paxum

Gleem,
There was and there is no issue with any template, unfortunately you did not follow the format given in the mass payments menu and decided to use your own format instead. As you can expect our software cannot guess what you want to achieve. The xml file is given as an example and you should right click on the file and save us on your computer. Once that is done you have to edit it with a text editor and save it in .xml . If you just open it in your browser the browser of course will format and show you incorrect data. An xml file is not a html rendered page you can copy/paste. Of course if you upload a file with the extension .xml the program will accept it as it is meant to do that but if inside you do not format it right and put different things of course it cannot get processed.

You may want to use in the future the CSV format instead of xml as you are probably more at ease with excel and saving files in CSV (comma delimited format) or simply make the transfers from the regular web interface.

For the support issue you contacted the main messaging center and received an answer that payments are issued instantly by one of the regular website customer support. If that did not satisfy you (and you saw that there was an issue as the payments were not taken from your account) you should have asked to escalate the matter and investigate it or contact one of our reps directly instead of using the general messaging system. Once our team knew about the problem the investigation was done in a matter of less than 1 hour and we emailed you the problem why your file was not processed. For faster answer you can send us an email with the specific problem or to contact one of our reps they are here to help you.

Hope this solves the issue.

thank you

Well, what a DUMB system! Designed and prone to come up with errors! How in the world can you design such a stupid system, with an XML file as example, when you know such a file, when clicked, will be able to open in most browsers and APPEAR as it's able to be edited.

Any profesional would design a flawless system, possibly with an XML file but then only as download, and not being able to open it directly in the browser. Take Microsoft Word files in Outlook Web Access for example, you can open the file, look at it and even change it, you can click the SAVE function but the file is never saved. But the USER usually belive it is, and then comes crying when they realize they lost half a days's work.

Any real (good!) SYSADMIN knows this, as well as the XML issue with browsers. If nothing else, one would always zip such a file, to force a download upon the user, so that there is no way in HELL they can do it otherwise or accidentally get it wrong.

Again, it is shown that professionals should handle things, especially money, not amateurs!

What a stupid answer, trying to blame the customer, and especially Gleem out of everyone. Let Chris handle the board, he at least tried to offer a six and solution, bundled with a semi-apology and even his direct contact number, not that goes beyond the call of duty! Hat's off for Chris!

[gleem]

Originally Posted by seeandsee

So was there problem with template or not gleem?

Does your reuploaded template was diferent that 1st one?

the problem was the template they link just looks like a plain text file like all the other NATS dumps, however if you look at the template source code, you find the code you need.


It's like a page that is a tutorial on html, showing you the sample code without setting up the special character to show you the actual tags so the browser doesn't just render it.

[machinegunkelly]

Originally Posted by FlexxAeon

damn browsers can't handle xml!

This.

I've had this same problem with paypal's masspay and I'm also on a mac so it was probably caused by safari.

[machinegunkelly]

Originally Posted by seeandsee

So was there problem with template or not gleem?

Does your reuploaded template was diferent that 1st one?

Neither, it was caused by safari, of all things !

[Hotrocket]

Originally Posted by paxum

Gleem,
There was and there is no issue with any template, unfortunately you did not follow the format given in the mass payments menu and decided to use your own format instead. As you can expect our software cannot guess what you want to achieve. The xml file is given as an example and you should right click on the file and save us on your computer. Once that is done you have to edit it with a text editor and save it in .xml . If you just open it in your browser the browser of course will format and show you incorrect data. An xml file is not a html rendered page you can copy/paste. Of course if you upload a file with the extension .xml the program will accept it as it is meant to do that but if inside you do not format it right and put different things of course it cannot get processed.

You may want to use in the future the CSV format instead of xml as you are probably more at ease with excel and saving files in CSV (comma delimited format) or simply make the transfers from the regular web interface.

For the support issue you contacted the main messaging center and received an answer that payments are issued instantly by one of the regular website customer support. If that did not satisfy you (and you saw that there was an issue as the payments were not taken from your account) you should have asked to escalate the matter and investigate it or contact one of our reps directly instead of using the general messaging system. Once our team knew about the problem the investigation was done in a matter of less than 1 hour and we emailed you the problem why your file was not processed. For faster answer you can send us an email with the specific problem or to contact one of our reps they are here to help you.

Hope this solves the issue.

thank you

What a fuckin prick you are huh?

That response alone is enough to discourage people from doing business with your company. Imagine the kind of response he gives if they have an epass like implosion?

Honestly the smartest thing you can do is to delete your account and never come back here again.

[selena]

Originally Posted by stocktrader23

Seriously, let Chris handle the boards. He gave a good response, and had mollified the customer, and then you...well, I think the images speak for themselves.

[wtfent]

Id suggest this Paxum poster just let the other employees handle everything, this post would have died off and left everyone happy but lol he comes in and starts playing a blame game when problem was solved. Obviously not experienced in customer service.

[wtfent]

Oh man this thread makes me lol

[wtfent]

Also, id like to know who this Paxum poster is? Im really hoping he is an employee and not someone that has any ownership or control of our money, if a smart / smooth guy like Chris mallick could do what he did imagine what this douche is capable of? I can tell just by the way he handles himself he isnt someone id really want to do biz with.

[Jman]

Originally Posted by stocktrader23

Creative :1o rglaugh

[topsiteking]

Originally Posted by stocktrader23

tsk tsk tsk

Employee made a great post and you follow with this? If support ticket were answered in 2 minutes as it should have been it wouldn't be on this forum. Let your reps handle GFY from now own.

Originally Posted by Supz

He did say he contacted support and did not get the right answer. I think your best bet would be the let Chris handle the boards. He seems to be doing a good job. You sound like a dick blaming the customer when he said he emailed support and got some bullshit answer.

Originally Posted by anexsia

Please tell me you do not officially represent Paxum? I liked the other Paxum reply but what you posted was a horrible way to treat a customer...you pretty much blamed him and no matter who is right you should never blame a customer.

Originally Posted by gleem

Well I assume the poster "paxum" is an owner since he took the post personally and got offended as I would have been if an unhappy affiliate hit the board before emailing me first... however for the record I posted here because it was very obvious the ticket would not get looked into PROPERLY without a post here.

Difference is I would have bit my tongue & let that employee who got the right answer first alone to handle it and I would have walked away happy, but now I guess this guy is trying to spin it as my fault for clicking the link in the template and not wanting to wait to see what happens a day or longer as his techs suggested.. Which is fine too. It's a free country. But look, I post here and it goes from "wait a day and see" to an answer 5 minutes after this post goes up of "turns out your mass-pay was set wrong". ridiculous.

Originally Posted by NanoBot

What a major disaster waiting to happen...

Originally Posted by Adraco

Well, what a DUMB system! Designed and prone to come up with errors! How in the world can you design such a stupid system, with an XML file as example, when you know such a file, when clicked, will be able to open in most browsers and APPEAR as it's able to be edited.

Any profesional would design a flawless system, possibly with an XML file but then only as download, and not being able to open it directly in the browser. Take Microsoft Word files in Outlook Web Access for example, you can open the file, look at it and even change it, you can click the SAVE function but the file is never saved. But the USER usually belive it is, and then comes crying when they realize they lost half a days's work.

Any real (good!) SYSADMIN knows this, as well as the XML issue with browsers. If nothing else, one would always zip such a file, to force a download upon the user, so that there is no way in HELL they can do it otherwise or accidentally get it wrong.

Again, it is shown that professionals should handle things, especially money, not amateurs!

What a stupid answer, trying to blame the customer, and especially Gleem out of everyone. Let Chris handle the board, he at least tried to offer a six and solution, bundled with a semi-apology and even his direct contact number, not that goes beyond the call of duty! Hat's off for Chris!

Originally Posted by Hotrocket

What a fuckin prick you are huh?

That response alone is enough to discourage people from doing business with your company. Imagine the kind of response he gives if they have an epass like implosion?

Honestly the smartest thing you can do is to delete your account and never come back here again.

Originally Posted by selena

Seriously, let Chris handle the boards. He gave a good response, and had mollified the customer, and then you...well, I think the images speak for themselves.

Originally Posted by wtfent

Id suggest this Paxum poster just let the other employees handle everything, this post would have died off and left everyone happy but lol he comes in and starts playing a blame game when problem was solved. Obviously not experienced in customer service.

Fuck this.
No Paxum for me.

[willwank]

Originally Posted by paxum

Gleem,
There was and there is no issue with any template, unfortunately you did not follow the format given in the mass payments menu and decided to use your own format instead. As you can expect our software cannot guess what you want to achieve. The xml file is given as an example and you should right click on the file and save us on your computer. Once that is done you have to edit it with a text editor and save it in .xml . If you just open it in your browser the browser of course will format and show you incorrect data. An xml file is not a html rendered page you can copy/paste. Of course if you upload a file with the extension .xml the program will accept it as it is meant to do that but if inside you do not format it right and put different things of course it cannot get processed.

You may want to use in the future the CSV format instead of xml as you are probably more at ease with excel and saving files in CSV (comma delimited format) or simply make the transfers from the regular web interface.

For the support issue you contacted the main messaging center and received an answer that payments are issued instantly by one of the regular website customer support. If that did not satisfy you (and you saw that there was an issue as the payments were not taken from your account) you should have asked to escalate the matter and investigate it or contact one of our reps directly instead of using the general messaging system. Once our team knew about the problem the investigation was done in a matter of less than 1 hour and we emailed you the problem why your file was not processed. For faster answer you can send us an email with the specific problem or to contact one of our reps they are here to help you.

Hope this solves the issue.

thank you

Octav, issue was handled, things was wrapping up.
You should have done a
</thread_closed>

[carzygirls]

So is Paxum run out of 12 clicks basement? seems like paxum and 12 clicks responses are very similar... ya know what i'm saying?

jesus... the cookie jar was just handed to you and it can't be capitilized on...

all it would take is Michael O to start his own and everyone would follow... suprised he hasn't done that yet..

[epitome]

Originally Posted by paxum

Gleem,
There was and there is no issue with any template, unfortunately you did not follow the format given in the mass payments menu and decided to use your own format instead. As you can expect our software cannot guess what you want to achieve. The xml file is given as an example and you should right click on the file and save us on your computer. Once that is done you have to edit it with a text editor and save it in .xml . If you just open it in your browser the browser of course will format and show you incorrect data. An xml file is not a html rendered page you can copy/paste. Of course if you upload a file with the extension .xml the program will accept it as it is meant to do that but if inside you do not format it right and put different things of course it cannot get processed.

You may want to use in the future the CSV format instead of xml as you are probably more at ease with excel and saving files in CSV (comma delimited format) or simply make the transfers from the regular web interface.

For the support issue you contacted the main messaging center and received an answer that payments are issued instantly by one of the regular website customer support. If that did not satisfy you (and you saw that there was an issue as the payments were not taken from your account) you should have asked to escalate the matter and investigate it or contact one of our reps directly instead of using the general messaging system. Once our team knew about the problem the investigation was done in a matter of less than 1 hour and we emailed you the problem why your file was not processed. For faster answer you can send us an email with the specific problem or to contact one of our reps they are here to help you.

Hope this solves the issue.

thank you

I will echo what others have said ... Chris handled the situation well and board support should be left to people like him and Michael O.

I recently set my suspicions aside and signed up as a customer. Although I do not plan on keeping any money in the system, and will continue to be paid by sponsors through check and wire, I figured it was good to at least have an account. Your unprofessional response caused me to second guess myself.

And Chris, for your prompt attention to Gleem's matter.

[troncarver]

Blaming the customer, your #1 asset ???

[paxum]

Octav here.

All of you guys are entirely right. That post jumped the gun. I apologize for it, what was posted earlier doesn't do the client justice; it was written on the spur of the moment.

we take great pride in our customer service, and so far it's been our bread and butter, but we really dropped the ball on this one. An incident such as this one is obviously not shedding a good light on us, but our track record so far says otherwise. We definitely should've done a better job in answering this in due time. We will look into this to find out exactly why the support answer was misguided. We are continuously striving to improve all aspects of our service, and this will make a great example in the 'not to do' category.

In this case, the way we present the template will have to be thought through in order to avoid this kind of mishap in the future. hopefully we'll catch the rest of them before needing the flame suits.

I hope Glee got the apology, I will email him personally, and we find a way to make it up to him for the inconvenience.