PAYONEER ESCROW PAYMENT FEES & FAQS

Escrow Payment FEES & FAQ's

Fees:

Payment value
Escrow Transaction Fee
Min. Fee $10 to $667 then Up to $5,000
1.5% of the payment value
Between $5,000 and $50,000
$75 + 1% of the amount over $5,000
Between $50,000 and $500,000
$525 + 0.75% of the amount over $50,000
Between $500,000 and $1,000,000
$3,900 + 0.5% of the amount over $500,000
Over $1,000,000
$6,400 + 0.35% of the amount over $1,000,000
Additional Fees
 
USD payouts to US bank accounts
No Charge
EUR payouts to Eurozone bank accounts
No Charge
GBP payouts to UK bank accounts
No Charge
USD payouts to non-US bank accounts
$15 SWIFT fee to recipient
Payouts to a bank account in a different currency
Conversion fee of up to 2% above mid-market ratelearn more
Credit card fee (if applicable)
3% of transaction value (applied to seller)
Minimum Escrow Transaction Fee
$10

Escrow Payment FAQ's

General Questions

IS PAYONEER LICENSED TO PROVIDE ESCROW SERVICES?
Yes, escrow services for Payoneer Escrow are provided by Armor Escrow Inc., a wholly owned subsidiary of Payoneer Inc. Armor Escrow Inc. is licensed as an Internet Escrow Agent in Arizona, California, and Idaho, and operates as a licensed agent of Payoneer Inc. in other states and global jurisdictions, and as an agent of Payoneer EU within the European Union.
WHAT TRANSACTION CURRENCIES DOES PAYONEER ESCROW SUPPORT?
Escrow transactions may be conducted in US dollar (USD), euro (EUR), or Great British Pound (GBP).
WHAT FUNDING OPTIONS ARE AVAILABLE FOR BUYERS TO TRANSFER FUNDS INTO ESCROW?
Buyers may use the following methods to transfer funds into escrow:
  • Credit card (subject to transaction limits, funds post in 1 business day) Wire
  • eCheck (US buyers for USD transactions only, funds post in 5-7 business days)
  • ACH (US buyers for USD transactions only, funds post in 2-3 business days)
  • SEPA (EU buyers for EUR transactions only)
  • BACS (UK buyers for GBP transactions only)
HOW DOES PAYONEER SECURE THE FUNDS HELD IN ESCROW?
For US dollar denominated transactions, escrowed funds are held in a dedicated US FDIC-insured, non-interest-bearing account at our partner banking institution. For euro and pound denominated transactions, escrowed funds are held at our partner banking institution in the EU.
WHO PAYS THE PAYONEER ESCROW FEE?
The Payoneer Escrow fees are assigned to the Buyer, at the time the payment request is created. The fee amount  will be clearly displayed on the Order Details page.
WHAT IS THE PAYONEER ESCROW FEE?
Payoneer Escrow provides a cost-effective method to pay and get paid while minimizing risk for goods, services and domain transactions. Please see the fees above
WHAT NOTIFICATION WILL THE BUYER RECEIVE FOR A NEW PAYMENT REQUEST?
The buyer will receive an emailed request from Payoneer Escrow that includes the seller’s name, the order details, and an optional message from the seller, along with a link to log in to Payoneer Escrow and view the payment instructions.
WHAT DOES THE BUYER DO WHEN THEY RECEIVE THE PAYMENT REQUEST EMAIL?
The buyer is asked to click on a link to log in to Payoneer Escrow to review the order and receive the payment details. If the buyer is new to Payoneer Escrow, they will be asked to register and set their password.
WILL PAYMENT INSTRUCTIONS EVER BE PROVIDED TO A BUYER VIA EMAIL?
No, buyers must always log in to Payoneer Escrow in order to view the payment instruction details. Under no circumstances will Payoneer send payment instructions via email to any party.

Sent / Received Orders

WHAT HAPPENS TO THE ORDER IF PAYMENT IS NOT RECEIVED WITHIN 20 BUSINESS DAYS?
The order will be automatically canceled if the buyer payment is not received into the Payoneer Escrow account 20 business days after the order was sent to the buyer.
 

Funds in Escrow

WHERE ARE THE FUNDS HELD WHILE IN ESCROW?
For US dollar denominated transactions, escrowed funds are held in a dedicated US FDIC-insured, non-interest-bearing account at our partner banking institution. For euro and pound denominated transactions, escrowed funds are held at our partner banking institution in the EU.

Goods Shipped / Services Delivered

GOODS ORDERS: HOW LONG DOES THE CUSTOMER HAVE TO REVIEW THE GOODS/SERVICE?
SERVICES ORDERS: HOW LONG DOES THE BUYER HAVE TO REVIEW THE SERVICE DELIVERABLE?
For Services orders, the length of the Review Period is typically 5 days from the time the service provider has clicked on the Request Payout button to request payout release from the customer. Payoneer will provide real-time indicators of the remaining time in the Review Period on the Order Overview page and Order Details page and in reminder emails to the customer.
 
WHAT IF THE BUYER DOES NOT TAKE ANY ACTION BEFORE THE BUYER REVIEW PERIOD EXPIRES?
If the Buyer Review Period expires before the buyer takes any action, the funds will be automatically released to the seller (minus Payoneer fees).
HOW DOES THE BUYER RELEASE PAYMENT TO THE SELLER AFTER THEY REVIEW THE GOODS  TRANSFER?
HOW DOES THE BUYER INITIATE A DISPUTE?
To initiate a dispute, the buyer can click on the Initiate Dispute button from the Order Overview or the Order Details page. This places the funds on hold until the dispute is resolved. The seller is informed that the buyer has initiated a dispute and is requested to respond. A dispute can be initiated at any point from when funds are received into escrow until the Review Period ends. Please see the Dispute FAQs for more information on the dispute process.
HOW DOES THE BUYER RELEASE PAYMENT TO THE SELLER AFTER THEY REVIEW THE GOODS TRANSFER?

To release payment to the seller, the buyer can click on the Release Payment button from the Order Overview or the Order Details page. This instructs Payoneer to release the funds from the escrow account to the seller and complete the order.

 

Dispute Management FAQ

General Questions

HOW IS THE DISPUTE PROCESS INITIATED?
The buyer may initiate a dispute during the Buyer Review Period by clicking on the Initiate Dispute button on the specific Order page within the Payoneer Escrow application. This places the funds that are being held in the Payoneer Escrow account on hold until the dispute is resolved. The seller is informed that the buyer has initiated a dispute and is requested to respond.
WHAT ARE THE POTENTIAL REASONS A BUYER CAN INITIATE A DISPUTE?
When initiating a dispute, the buyer is required to provide a reason for the dispute. The buyer may also add a description and upload a document (e.g. a photo of the disputed goods, copy of the agreement, etc.) to the dispute. 

For Goods orders, available dispute reasons are: goods significantly not as described; goods damaged; goods never delivered; and other (provide description). 

For Services orders, available dispute reasons are: deliverable does not meet requirements; deliverable past due; deliverable not fully completed; and other (provide description).
ARE THERE ADDITIONAL FEES IF AN ORDER GOES INTO A DISPUTE?
There are no additional fees if an order goes into a dispute and is resolved during the Negotiation Phase. If the dispute is escalated to the Arbitration Phase, Payoneer will cover your cost for one arbitration case per 365-day period. If you are involved in additional disputes that go to arbitration within a 365-day period, there will be a flat fee of $175 for the third party arbitration service.
WHAT HAPPENS TO THE FUNDS IN ESCROW DURING THE DISPUTE?
The payment is not released and the funds are held by Paoneers in the secure escrow account until the dispute is resolved.
HOW IS A DISPUTE RESOLVED?
During the Negotiation Phase, the dispute is resolved by one party accepting the other party’s offer or counter-offer. Payoneer will automatically process payment according to the terms of the accepted offer (payment to the seller, refund to the buyer, or some combination). During the Arbitration Phase, the dispute is resolved by the decision of the independent arbitrator from NetNeutrals. Payoneer will automatically process payment according to the terms of the decision.

Negotiation Phase

HOW LONG IS THE NEGOTIATION PHASE?
The duration of the Negotiation Phase is 2 business days from the time the dispute is first initiated. If the buyer and seller do not agree to a settlement offer by the end of the Negotiation Phase, the dispute is automatically escalated to the Arbitration Phase.
WHAT HAPPENS WHEN THE NEGOTIATION PHASE EXPIRES?
When the Negotiation Phase expires without an accepted settlement offer, the dispute is automatically escalated to the Arbitration Phase.
HOW DOES THE SELLER RESPOND TO A DISPUTE?
When the buyer initiates a dispute, the seller will be notified by email and the order will be flagged within the Payoneer Escrow application as disputed. The seller may respond with a settlement offer or request additional information from the buyer by sending a message.
WHAT TYPES OF SETTLEMENT OFFERS ARE AVAILABLE?
A buyer or seller may make a settlement offer. The available options for a settlement offer are: full refund, full refund with goods returned, partial refund, partial refund with goods returned, or no refund. A buyer or seller may also request to send the dispute directly to arbitration. For partial refund offers, the party making the offer is required to enter a refund offer amount. The party making the offer may also enter a note and upload a document.
HOW DOES EITHER PARTY RESPOND TO A SETTLEMENT OFFER?

The party receiving a settlement offer may respond by accepting the offer, making a counter-offer (see types of settlement offers above), or requesting more information by sending a message. If the receiving party accepts the offer, the dispute is immediately resolved and funds held in escrow will be released according to the terms of the accepted offer.

IS THERE A LIMIT TO THE NUMBER OF OFFERS AND COUNTER-OFFERS THAT CAN BE MADE DURING THE NEGOTIATION PERIOD?
No, there is no limit on the number of offers and counter-offers until the Negotiation Period expires.
WHAT HAPPENS WHEN A BUYER AND SELLER AGREE ON A SETTLEMENT OFFER?
If a buyer or seller accepts an offer or counter-offer, the dispute is immediately resolved and the funds held in escrow will be released according to terms of the accepted offer.

Arbitration Phase

WHAT IS THE ARBITRATION PHASE?
During the Arbitration Phase, the dispute is escalated to the authorized third party arbitration provider, NetNeutrals, which will assign a neutral Reviewer to evaluate the case and make a decision on how to resolve the dispute.
HOW IS A DISPUTE ESCALATED TO THE ARBITRATION PHASE?
A dispute is automatically escalated to the Arbitration Phase if the Negotiation Phase expires without an accepted settlement offer. A dispute can also be escalated to the Arbitration Phase immediately at any time during the Negotiation Phase if the buyer or seller offers to move directly to arbitration and this offer is accepted.
HOW LONG IS THE ARBITRATION PHASE?
The Arbitration Phase takes approximately 3 business days from the day the dispute is escalated to the day the Reviewer issues a decision.
IS THERE A COST IF A DISPUTE IS ESCALATED TO THE ARBITRATION PHASE?
WHO IS NETNEUTRALS?
NetNeutrals provides online dispute resolution (ODR) services to a range of well-known e-commerce companies. NetNeutrals has been successfully settling thousands cases for more than ten years, using negotiation, mediation, and arbitration processes. It prides itself on a strong track record of providing professional dispute settlement services that reflect a commitment to quality and to the highest ethical standards. NetNeutrals is a subsidiary of DeMars & Associates, Ltd. For more information, see www.demarsassociates.com.
WHAT IS A “NEUTRAL”?
A Neutral is an independent third party who has been trained to help settle disputes through mediation or arbitration. The NetNeutrals roster of Neutrals includes attorneys and accountants, as well as other professionals with expertise in the subject matter in dispute. A Neutral from NetNeutrals’ roster will be selected to act as a Reviewer for each case originated on the Payoneer Escrow application.
WHAT IS A REVIEWER?
A Reviewer is an individual who acts as a neutral third party who settles the dispute. As an independent party, the Reviewer investigates the merits of the case, evaluates the proposed settlement, and decides how the case is to be settled.
WHAT TYPE OF EXPERIENCE DOES A REVIEWER HAVE?
Each Reviewer from NetNeutrals is a professional who has been evaluated, trained, and approved by NetNeutrals in dispute resolution and who is knowledgeable about the Payoneer Escrow service. The Reviewer is independent from Payoneer, and may not have professional or personal knowledge of either the buyer or the seller.
HOW IS THE REVIEWER SELECTED?
Reviewers are randomly selected from the pool of experienced professionals who have been evaluated, trained, and approved by NetNeutrals.
HOW DO I MAKE MY CASE TO THE REVIEWER?
After the dispute is escalated to the Arbitration Phase, the Reviewer will be selected and you will be contacted to submit comments and / or documentation to support your case.
WHAT DOES A REVIEWER DO DURING THE ARBITRATION PHASE?

The Reviewer completes an independent review of the original documentation regarding the transaction, the parties’ postings, and any supplemental information supplied by the parties. The Reviewer posts the decision within three business days of the case opening. The decision indicates whether he/she decided on the claimant’s proposed settlement, the respondent’s proposed settlement, or combination of the of the proposals. The Reviewer provides a brief basis for the decision.

WILL I AUTOMATICALLY WIN THE CASE IF THE OTHER PARTY DOES NOT SUBMIT COMMENTS OR DOCUMENTATION TO THE REVIEWER?
No. In this process you are asked to present “clear and compelling evidence” to support your position. There is no “default judgment” (a party wins simply because the other party did not present evidence). You must prove your case.
WHAT HAPPENS WHEN A REVIEWER MAKES A DECISION?
The Reviewer’s decision is automatically passed to Payoneer, who will disburse the funds from the escrow account to the seller and / or buyer according to the instructions in the decision.
IS THE DECISION MADE BY THE REVIEWER BINDING?
Yes, the Reviewer’s decision is binding.
CAN I APPEAL A DECISION?
No, the Reviewer’s decision is final. The case cannot be further negotiated or appealed.

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