Quote from: gregcron on November 04, 2016, 01:38:38 PM

Hey - My name's Greg and I operate WeSellCrypto. Sorry to hear about your experience - I'll shed some light that might provide clarity as to what happened, and also will admit to some areas of improvement.

I'll start with the area of opportunity - support could be faster. It's only me doing support (we are a very small operation). I operate on the US East coast. I believe in the past two years there have only been a handful of times that any support, etc. email has remained open for more than 24 hours. I know a quicker resolution time would be better, but that's where we stand today.

As for your orders being held: We rely on a third party fraud detection service to scan all of our orders. I'm sure you can imagine the amount of fraudulent transactions, reversals, etc. we're at risk of when dealing via PayPal. To share some numbers, yesterday we had just under 300 orders. Less than 5 were held due to this fraud check (the same one which flagged your order). This fraud check can be triggered by use of a VPN or Web Proxy, the account's history with other companies using the same service, or a variety of other factors (some of which we don't have insight into). For example, if your PayPal account has a fake name, etc. it's likely to be marked as high risk (for obvious reasons).

When an order comes through above our tolerance threshold (again, less than 2% of all orders), the standard action is to temporarily close the account and refund the high-risk payment. 90+% of the time this blocks a fraudulent payment and saves us from future reversals.

With that being said, I'm unsure (aside from improving response time), what course alternate course of action we could have taken to protect ourselves as a business and improve user experience. With the <2% rate of order flagging, I believe we've struck a decent balance.

I have always had a good experience with wesellcrypto (altho i think that you should offer better rate for trusted members, because the fee of 15-20% that you take is fairly high on my opinion). I just wanted to personally thank you for this awesome service that you have made