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Hi everybody,

Did you receive this message from Payoneer (received in June 2023):

"We’re writing to inform you that we are updating the Annual Account Fee.

Until now, we’ve charged an Annual Account Fee of 29.95 USD when customers have kept their account open for 12 months without making a transaction.

Starting 60 days from the date of this message, we’ll charge this fee if you receive payments totaling under 2,000.00 USD (or equivalent) in any consecutive 12-month period.

You can review your activity details at any point by visiting your account. Learn more about this update and how it applies to you here.

Please remember, if at any time you do not wish to continue using Payoneer, you can always close your account for free by contacting us.
Thank you,
The Payoneer Team"

Did you see the trick? "in any consecutive 12-month period"...Like a sword of Damocles over your purse, ready to skewer as many banknotes as possible.

My question is: Gengo, dear Gengo, as a Payoneer partner, could you negotiate a particular clause for us (like, for example, sticking to their old rule)? Or you will be committed to allow each and every one of us to earn at least $200 each month...

Even if my tone is a little bit humoristic, it is a serious question, and I am really waiting for an appropriate reply (and action).

Thanks for treating it with benevolence,

Happy Sunday to all!

49件のコメント

  • 6
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    hiroki

    Dear Maria,

    Thanks for pushing for negotiations. I understand that it's not always possible to get the outcome we are hoping for. However, would it be possible for Gengo/Lionbridge to explore other payment providers? I had suggested adding Wise (previously Transferwise) as a possible option a few years ago, since they are much more transparent and offer more favorable exchange rates than Paypal and Payoneer. Many members of the community agreed with me at the time, but I'm not sure if the suggestion was given serious consideration by management. Perhaps this is a good time to revisit that possibility?

  • 5
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    maria.dabrowska

    Hello Hiroki,

    Thank you for your understanding and suggestions! :) I will contact the dedicated department and check again if there is anything planned about new opportunities - suggesting https://wise.com/. I will get back to you with feedback as soon as possible.
     
    best regards,
    Maria 
  • 5
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    doker

    Why do you call it good news? Earlier we didn't pay this transaction fee.

  • 4
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    maria.dabrowska

    Hello logos_sarada

    thank you for asking and I'm also sorry that you're still waiting for an update from me. I decided that I would share with you once I could provide confirmed information. On my part, I am also not passive and I try to ask about the latest changes, but as you can see, this process takes an extremely long time on the Payoneer-Lionbridge line. I know that the contract has finally been finalized, but I am waiting now for confirmation of the exact changes that will apply to Lionbridge/Gengo partners. I'll be in touch soon. I apologize for the inconvenience and for not being able to respond to your needs immediately.

    best regards,

    Maria

    maria.dabrowskaにより編集されました
  • 4
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    maria.dabrowska

    Hello everyone,

    I am glad that after such a long wait I can share with you an update on the signing of cooperation between Payoneer & Lionbridge.

    Payonner has created a dedicated website for Lionbridge partners. You will find the link HERE

     Any further questions on annual fee, please contact provider via this website.

    I am also attaching below information about the changes that have been confirmed: 

    If you reside outside of Europe and North America: Consider the Payoneer Payment Option. 

    We are delighted to announce a new partnership between Payoneer and Lionbridge, designed to enhance the way we handle external partner payments. This collaboration marks a significant step forward in our commitment to providing new payment options and ensuring seamless transactions for our partner community. 

    Background: 

    Lionbridge outsources over a million small tasks each year to partners located in more than 160 countries. If you are in a country where free bank "ACH" transfers are not offered by Lionbridge, you likely face high bank wire fees relative to job sizes. To alleviate the impact of wire fees, we are implementing the latest Payoneer payment API via our Community Portal ("LCP"). 

    The payment platform offers several other key benefits: 

    Global Reach: 

    Payoneer's network spans the globe, enabling us to offer the Payoneer payment option in 95 countries. If you reside in Asia, Latin America, Africa, and the middle East, we encourage you to review this new option. 

    Special Negotiated Terms: 

    We were able to negotiate preferred fees: 

    • A USD 1 transaction fee instead of the standard USD 3 Payoneer fee 
    • Preferred FX rates if you convert your payment from your local currency into USD or vice versa. 

    In case of any questions or concerns about these changes, please reach out to Payoneer directly via their 24/7 support.

    Again, we sincerely apologize for any inconvenience caused while waiting for this information to be confirmed.

    Best regards,

    Maria

  • 3
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    Rica Tero

    Hi @logos, thanks for sharing this concern with us. 💗

    I will share this with the team, and we will look into it if we can do something about this. Thank you. 

  • 3
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    maria.dabrowska

    Hello @logo_sarada, 

    I want to let you know that Rica has forwarded your inquiry to me and that we are checking to see if we can negotiate a different form of this annual fee. I will inform you shortly about whether they ended successfully. Thank you! Maria 

     

  • 3
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    Cornelius

    +1 for Wise and hoping for it to be added soon. Even my stock broker added integrated deposit and withdrawal support for them recently, so I see no reason why Gengo can't when the payment component here is way less critical. Payoneer is too expensive, costs me hundreds of dollars a year just to transfer money through them, stuck with them only because of Gengo.

    Corneliusにより編集されました
  • 3
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    logos_sarada
    1.  @maria Where is the good news? I can't see any! And if I read you correctly, it is now worse than Payoneer's announcement (see above). They told us that they will add (and this is new) $1 transaction fee when the payment is under 100 USD...but not to every payment. So, you negotiated and now it is $1 for each payment, regardless of the amount? Please clarify the meaning of your post because it looks worse for Gengo translators now.
  • 3
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    doker

    Maria, what do you mean? There is no advantage at all because the service fee will be charged anyway. They charge it once a year and nothing changes if they will charge this fee 3 months later. But now we should pay 1 dollar per each payout. What benefits do you talk about? Could you clarify?

  • 3
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    logos_sarada

    @maria.dabrowska, thanks Maria for explaining all this much more clearly.

    Could you tell me how to reach you for a refund of the annual fee? I can send you a screenshot of my Payoneer dashboard, which shows that they charged it some days ago. 

    Thanks

  • 3
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    logos_sarada

    This is the message I received from Payoneer Customer Service (I requested the refund of the $29.95 fee):

    Response 10/02/2023 02:05 AM
    My name is Don, one of Payoneer Customer Care Representative. I deeply appreciate your efforts contacting us. I am grateful to offer the utmost care and help I can to resolve your concerns.

    I understand that you want to cancel the annaul fee deduction. Please note that the applies to everyone who uses the service even if you are working with Gengo. 
     

    To ensure that we provide excellent service to all of our clients globally, we impose an Annual Account Fee of $29.95 USD to all customers who have a Payoneer account. The cost may be levied just 12 months following your Payoneer registration.

    On the date of the charge, we look back at your transactions for the past 12 months. If you have received more than 2,000.00 USD (or equivalent) in that time, you will not be charged a fee as this will qualify you for a special waiver. Once the first 12 months have passed, you must receive at least 2,000.00 USD (or equivalent) through any consecutive 12-month period to qualify for the fee waiver and avoid being charged. If you are charged, you will not be charged again for 12 months.

    The annual fee applicable to your account is provided for review during account registration and is also available to view in your Payoneer account. To learn more about your Annual Account Fee terms, sign in to your Payoneer account and click Fees.

    If you have any further questions, do not hesitate to contact us again.

    Thank you for choosing Payoneer! Have a good day!
  • 3
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    Rica Tero

    Hi everyone.

    Please address your questions related to this to Payoneer, as they are more efficient and knowledgeable on this aspect. The special negotiated terms above are the only ones offered with Lionbridge's and Payoneer's cooperation. We understand that we didn't get to offer the solution you all hoped for, but we, especially our community manager, Maria, did our best to communicate your concern about this.

    We are asking for your understanding on this matter. Thank you.

  • 2
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    logos_sarada

    Hiroki's suggestion is perfect! 

  • 2
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    Cornelius

    What's the status with Wise? Why are you even spending resources on negotiating "deals" with Payoneer when there is a better, significantly cheaper and more widely accepted solution available?

  • 2
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    Bruno Callegari

    It's not clear, but if there is any benefit, I believe it would be to not be charged the "Annual Account Fee of 29.95 USD if you receive payments totaling under 2,000.00 USD (or equivalent) in any consecutive 12-month period".
    The 1 USD fee in every transaction would be a kind of compesation for us not have this Annual Account Fee. Is that it, Maria?
    Otherwise, it really doesn't make sense.

  • 2
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    maria.dabrowska

    Hello everyone, 

    I see that my positive assessment that the partners are not covered by the offer previously presented by Payoneer and the lack of clarification on how the $1 fee will be charged led to a large storm of comments. I'm also sorry for keeping you waiting, as I know some of you expected an answer immediately, so here is an update I would like to share with you: 

    - no annual fee applies to Lionbridge partners  

    - ACH transfer currencies remain free, e.g. EUR, CAD, GBP, USD …   

    We offer Direct deposit in the following primary scenarios: 

    Currency              Bank Country 

    BRL                         Brazil 

    CAD                       Canada 

    EUR                        SEPA Zone 

    GBP                       United Kingdom 

    INR                         India 

    JPY                         Japan (if paid locally, pre-arranged with Community Management) 

    KRW                      Korea (personal bank accounts only) 

    USD                       United States 

     So generally, all other currencies would fall into the non-ACH group for which standard wires are initiated. 

    - changes apply mainly to translators who are non- ACH-currencies, for whom we initiate bank transfers. So, $1 per payment for currencies other than ACH. We have 2 payment cycles per month. We do have a lot of non-ACH payments now but consolidate payments to minimize fees and only pay our partners on the 5th and 20th of the month. Lionbridge's goal was to support translators because this fee appears to be a relatively small fee, even over the course of a year, compared to the typical $25 transfer fee typically charged for each individual transfer. 

     - also received direct contact today from Payoneer, so if you have any other requests, please write them to me and I will work on answering them next week. (e.g. as logos_sarada got on the refund of fees already charged)

    I hope this update answers & explains your questions. At the same time, if you still have any questions, ask and I will answer as far as possible. 

    At the same time, I would like to answer question about the possibility of introducing new providers such as ,,Wise,, Lionbridge looked at a few other options, but Payoneer turned out to be the most advantageous option for our partners over other providers on average under the new contract. 

     I apologize for any inconvenience and lack of clarity in my previous message. 

     best regards, 

     Maria 

     

  • 2
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    arsandhi.ayu

    Hi, @maria.dabrowska Can you tell us when exactly will this annual fee exemption for Lionbridge partners be implemented? I just got my payout from Gengo and found out that Payoneer immediately deducted the annual fee from my account. I'm wondering if I could get this refunded.

  • 2
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    Rica Tero

    Hi @Sebastian!Thank you for sharing your feedback about this. 😊

    Maria is still working on it. She will give you all the updates as soon as she gets confirmed information. Thank you for your patience and understanding on this matter!

  • 2
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    Bruno Callegari

    I don't understand either.

    I contacted them and they said that the fee of 29.95 USD "if you receive payments totaling under 2,000.00 USD (or equivalent) in any consecutive 12-month period." (that is the purpose of this thread) is the same. So what's the point? What's the benefit?

    "A USD 1 transaction fee instead of the standard USD 3 Payoneer fee"? I never paid nothing before, so it's not a benefit start paying now.

    Is it mandatory to sign this to continue receiving payments through Payoneer or can we leave it as it was?

    Bruno Callegariにより編集されました
  • 1
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    logos_sarada

    Thanks Rica for relaying the request. I remember that Gengo long time ago negotiated successfully some prerogative for us with Payoneer. As LionBridge weighs heavier, it should be successful again!

  • 1
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    Дарья

    Hello, Rica and Maria!

    Let me use this opportunity to ask—is Gengo working on any solutions for payouts to Russian translators?

    We discussed this issue previously, so I was wondering if there were any updates on it. Thank you.

  • 1
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    Rica Tero

    Hi everyone!

    We are still waiting for an update on this. I will share here and via email any news I get from the team about this concern.

    @Дарья - The company cannot add any new payout methods at the moment. I will let you know if there are any changes to this.

    Thank you so much, everyone, for all your patience and continued support. ❤

  • 1
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    logos_sarada

    Great to have some update about this issue! Thanks Rica!

    In addition, I've just read this on my Payoneer dashboard:

    "Update about fees on payments from companies you work with
     
    26 juin 2023
    Hi,

    We’re updating the fees that apply when you get payments to your Payoneer account from the companies that you work with. Starting on August 25, 2023, a minimum fee of 1 USD (or equivalent in other currencies) will apply to any payments you receive that are under 100 USD (or equivalent).

    Payments of 100 USD or more and payments with existing account loading fees will not be subject to this fee.

    These are the companies you work with whose payouts will be affected:

    Gengo

    After the effective date, visit the Companies you work with page in your account and select a company. You’ll see any applicable fees in the panel on the right-hand side of your screen.

    Learn more about this update and how it applies to you here.

    Please remember, if at any time you do not wish to continue using Payoneer, you can always close your account for free by contacting us.

    Thank you,
    The Payoneer Team"
  • 1
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    logos_sarada

    To Maria:

    1/We need to know if the annual fee should not be applied to the Gengo translators. And if not, personnally, I need that they refund the annual fee they've already (recently) taken from my account.

    2/I am copying again below the 2nd new regulation announced last June by Payoneer:

    26 juin 2023
    Hi,

    We’re updating the fees that apply when you get payments to your Payoneer account from the companies that you work with. Starting on August 25, 2023, a minimum fee of 1 USD (or equivalent in other currencies) will apply to any payments you receive that are under 100 USD (or equivalent).

    Payments of 100 USD or more and payments with existing account loading fees will not be subject to this fee.
     
    So, what did Gengo negotiate for its partners? Do you confirm that instead of paying the $1 fee if we receive less than $100, we will have to pay it for each payment we receive from Gengo, regardless of the amount? Please, clarify this point.
     
    Best regards

     

  • 1
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    Bruno Callegari

    We are all aware of the two changes, logos_sarada, including my question, if you pay attention, it is precisely about the two changes, and it is not clear what the benefit is.

  • 1
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    maria.dabrowska

    Hello everyone,

    As for questions regarding the refund of the annual fee that has already been collected, as well as the transfers you are writing about, I will contact you when I receive appropriate feedback.

    Thank you for your patience.
    best regards,
    Maria

  • 1
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    maria.dabrowska

    Hello everyone & logos_sarada
    I let you know that I am looking into it and checking whether a refund will be possible. I am also waiting for answers from the other side, as everything is being processed. I asked for patience, but of course if you feel that this is not enough, you have the free will and the right to contact Payoneer directly.
    I hope to be able to provide more information next week.
    best regards,
    Maria

  • 1
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    logos_sarada

    Hello Maria,

    Thanks for your reply.

    Why are these 3 last messages in private mode? They are not shown to everyone, but only to you and me when I click on the link in your email.

    A refund is legally mandatory in this case as the rule Gengo negotiated applies to each and every translator, and if Payoneer told you the contrary, it is unlawful. The Gengo legal department should have informed you about this.

    I just need a document stating that Gengo translators don't have to pay an annual fee. It is very simple to provide, and then I could do what is necessary in order to receive the refund. I made a screenshot of your statement on the forum, and of course I could send it to them, but it looks to me like it is not as appropriate as an official Gengo document.

    However, if you believe that everything will be solved next week, then I can wait a little bit more...

    Best regards,

    Anne

  • 1
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    doker

    My Payoneer fee became smaller. Now it is only 1.2% when I withdraw more than $1250.

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