Contact Plastiq Customer Service if 1% Fee is Missing from Payments

Good afternoon everyone.  I had an issue with Plastiq recently and reached out to their customer service team.  I am very happy with the Plastiq customer service team and wanted to share my experience with you.  Long story short, I was targeted for a Plastiq promo in May.  Since I hadn’t used a Mastercard to make a payment with Plastiq in a while, I was targeted for this promo.  I could get a 1% fee when I scheduled 3 payments of up to $2,000 each.  The standard fee for using a credit card on Plastiq is 2.5%, so only paying 1% was a good deal.  Unfortunately, the 1% fee was not working on my account, so I ended up contacting Plastiq’s customer service for help.

Here were the complete terms and conditions for this Plastiq promo:

• Promotion is available only to direct recipients of this email notifying them of their eligibility and cannot be combined with other Plastiq promotions. This promotion is not-transferable.
• Payments must be made with a Mastercard credit card, associated with this email recipient’s account, and must not exceed $2,000 per transaction. Promotion can only be redeemed once per account.
• Three (3) payments must be scheduled before 11:59 PM EST on May 31, 2019, as a series. You are permitted to schedule as many payments as you like, however, this promotion discount will only apply to the first three payments within the series.
Low Plastiq 1.0% fee will be applied automatically when the payment is processed. The last payment must be processed by 11:59 p.m. EST on August 31, 2019.
• Plastiq fee free dollars (FFDs) cannot be applied towards payments with a 1.0% Plastiq fee or lower.
• Editing, altering, rescheduling, or canceling any of the scheduled payments in the series will forfeit the promotional fee discount.
• This promotion does not apply to any scheduled payments submitted before 12:01 a.m. EST on May 13, 2019.
• Plastiq reserves the right to cancel or modify the promotion at any time.

After I made the 3 Plastiq payments, I realized that the 1% fee did not apply (I paid the 2.5% fee for these 3 payments):

I reached out to Plastiq’s customer service (service@plastiq.com) to ask for help:

Grant Thomas – Sep 9, 1:56 PM PDT

Hello,

Can you check my Plastiq account? I was supposed to get a 1% fee for those 3 payments, but it looks like I was charged a 2.5% fee. Did I do something wrong?

Thank you for your help and have a great day.

The following day, Mary from Plastiq responded to my email:

Mary (Plastiq) – Sep 10, 10:32 AM PDT

Hi Grant,

Thanks for contacting Plastiq Support.

We’re happy to look into this payment for you. Would you mind providing the payment ID for this transaction?

To locate the Payment ID:
• Sign into your account.
• Click Manage in the upper right corner, select Manage payments.
• Click on your payment, the payment ID will be located in the upper right corner

Looking forward to hearing from you!

I then provided the 3 payment IDs to Mary:

Grant Thomas – Sep 10, 1:20 PM PDT

Hi Mary,

Thank you for the quick response. Here are the 3 payment IDs:

[3 payment IDs removed]

Please let me know if you need any other info from me. Thank you.

Mary then confirmed that the 1% fee was not applied to those 3 payments and asked how I would like to be compensated for the issue:

Mary (Plastiq) – Sep 11, 9:49 AM PDT

Hello Grant,

Thanks for reaching back out.

We can confirm that this promotional rate was not applied to your payments ([3 payment IDs removed).

We sincerely apologize that this promotion was not credited due to an error. We are more than happy to compensate you for this issue. We are willing to refund you the difference in fees for this payment or adjust the rate on your next scheduled payment.

Please let us know if there is anything else we can assist you with.

Instead of asking for a refund of the fees, I asked for Fee Free Dollars (FFDs) to use on Plastiq:

Grant Thomas  – Sep 11, 10:12 AM PDT

Hi Mary,

It looks like I paid $150 in fees (2.5% of $6,000) instead of $60 in fees (1% of $6,000). Therefore, it looks like I overpaid $90 in fees. I would rather have the credit as Fee Free Dollars, so would you be able to do $90 / 2.5% = $3,600 in FFD?

Double check my math and make sure I calculated everything correctly.

Thank you for your help and have a great day.

Mary credited my Plastiq account with 3,600 FFDs:

Mary (Plastiq) – Sep 11, 10:33 AM PDT

Hi Grant,

Thanks for your reply.

I have gone ahead and credited your account with 3,600 FFDs.

Please let us know if there is anything else we can help with. Thanks, and have a nice day!

I then logged into my Plastiq account and saw that the 3,600 FFDs were already posted.  This also reset my FFD expiration date.

And yesterday, I received an email from Plastiq with their September promo.  It is basically the same promo as before (schedule 3 payments and get the 1% fee), but these payments can be up to $10,000 each, wow!

Here are the complete terms and conditions of this new Plastiq promo:

• Promotion is available only to direct recipients of this email notifying them of their eligibility and cannot be combined with other Plastiq promotions or fee free dollars (FFDs). This promotion is non-transferable. Promotion can be applied on up to three payments per account.
• Payments must be made with a credit card associated with this eligible member’s account and must not exceed $10,000 per transaction. Eligible customers can submit immediate payments or schedule payments to be processed before 11:59 PM ET on September 26, 2019. The Plastiq 1% fee will automatically be applied when the payment is processed.
• 1% Plastiq fee is applied to our standard base fee. Expedited check delivery, wire transfer, cross-border, or other fees are not affected by the promotion.
• Rejected, returned, edited, canceled, altered, or the rescheduled payments with this promotion applied will forfeit the service fee rate of 1%. This promotion does not apply to any scheduled payments submitted before 12:01 AM ET on September 10, 2019.
• Plastiq reserves the right to cancel or modify the promotion at any time.

If you have any question about using Plastiq, please leave a comment below.  Have a great day everyone!

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