|Sales & Marketing|
|Costs & Contract|
|Complaints & Service|
Skrill USA Overview
Skrill (skrill.com, moneybookers.com), formerly operating under the name of Moneybookers USA, is an online payment and money transfer service headquartered in New York City and London. Launched in 2008 but originally incorporated in England in 2001, the company offers digital wallet capabilities, international fund transfers and online credit card processing for businesses and consumers in the U.S. and Europe. Additionally, Skrill also allows auction payments via eBay and appears to provide merchant accounts. Skrill/Moneybookers USA is owned by Moneybookers Ltd. in London, England, with a London headquarters at Welken House, 10-11 Charterhouse Square, London EC1M 6EH, United Kingdom and a New York headquarters at 61 Broadway, Suite 1603, New York, New York 10006.
|Key Points – Sales & Marketing|
|Uses independent resellers?||No|
|Promotes deceptive rate quotes?||No|
|Discloses all important terms?||No|
Skrill appears to primarily market itself through its website and traditional advertising. There is currently no evidence that the company partners with independent sales agents to market its services, and we are unable to locate any negative Skrill reviews that accuse the company’s sales team of deceptive advertising tactics. One major complaint among merchants has to do with nondisclosure or inadequate explanation of the company’s fraud prevention and fund withholding policies. While this issue is more directly related to Skrill’s contract terms and customer service, it does seem as if Skrill could limit these merchant complaints by clearly describing its policies regarding high-risk business types. As it stands, Skrill’s official advertising materials do not appear to deter unqualified merchants from signing up for the service, which may be the cause of many complaints about sudden cancellation of service and withholding of funds.
|Key Points – Costs & Contract Terms|
|PCI compliance fee:||Variable|
Skrill offers a wide variety of payment options in various currencies, including digital wallets and online payment gateways for European merchants, which makes it difficult to compare the company’s contract terms to industry averages. Additionally, most merchant complaints about Skrill do not disclose specific rates and fees (such as an ETF or PCI Compliance Fee) within the company’s contract, focusing instead on problems with fund withholding and sudden cancellation.
These complaints generally express a lack of understanding about Skrill’s fraud prevention policies ahead of time, trouble resolving these issues in a timely fashion, and, most consistently, excessive identity verification procedures enforced by Skrill. We have seen complaints about this last point posted by both merchants and individual customers of Skrill, who all complain of having to provide photo verification, proof of address, and other sensitive personal information to Skrill in order to verify their identities. This verification process appears to go on for an excessive amount of time in some cases, leaving merchants twisting in the wind without their withheld funds. This procedure, like the establishment of a cash reserve, is a reasonable policy for Skrill to have in place, but it appears that Skrill’s enforcement of it is generally lacking. This mishandling of potential merchant misconduct is an especially egregious issue for a company that openly markets its services to high risk merchant types such as online gambling, Forex, and digital content.
|Key Points – Complaints & Service|
|Live customer support?||No|
|Most common complaint:||Fund holds|
|Key Points – BBB Report|
Skrill is not an accredited business with the Better Business Bureau (BBB). As of the review, the company holds a “C” rating with the BBB and has had 59 reviews filed against it in the last 36 months. The bulk of these reviews (31 of them) involved problems with Skrill’s products or services. Twelve stemmed from billing or collections issues, seven from advertising or sales issues, and nine from delivery issues. Of the total complaints, 56 have been successfully resolved. The remaining three were not resolved to the customer’s satisfaction. The company’s complaint volume is the main factor lowering the BBB’s score for Skrill, and in this case, we are inclined to agree with the BBB’s rating.
Rated 2.5 out of 5 Stars
Reviewed by Phillip Parker
Reviewed on 2015-01-19
Skrill rates as a substandard merchant services provider according to our criteria. The company’s overall rating suffers from a high complaint volume that appears to be almost exclusively related to its fraud prevention policies. Customers report sudden freezes on account and withheld funds, but more importantly, they also claim to have great difficulty resolving these issues in a timely fashion through Skrill’s customer service department. These claims are supported by Skrill’s track record of not successfully responding to a good portion of its complaints with the BBB.
This review was originally published on 2/20/13 and was last updated on 1/19/15.
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