Payment Processing Services
Planet Payment Inc.This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Payment Processing Services.
Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Planet is holding my tax refund money on ******* purchase in ******* on 08/26/2023.Initial Complaint
02/16/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Tax refund was stamped at ************** in 8/31/2023 by Planet. We have ****** them a number of times and no response has been provided. They owe my daughter 472 EUR in a tax refund.Initial Complaint
05/04/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Its been over 30 days and no refund!I submitted everything and processed refund in person at the ****** airport 03/22/2023 Got home and checked and saw the it was processed with this message : Your Tax Free form has been received successfully and we're processing your refund. If you selected one of the following refund methods, please allow 30 days to receive your refund: Credit card ****************** transfer Ctrip Pass If you do not receive the amount after 30 days, or have any other queries, please contact our customer services team by providing the details from your Tax Free form(s) on this Tax Free enquiry page.after **************************************************************************************************************************************** 3 days but it has been 8 days and i didnt receive a response either. Where is my refund?Customer response
05/29/2023
Better Business Bureau:
At this time, I have not been contacted by Planet Payment Inc. regarding complaint ID ********.
Sincerely,
*********************Initial Complaint
04/03/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased goods from ***** in *****, ****** on 10/25/2022. These items were eligible for tax refund processed by Planet Payment. I was provided the documentation by the merchant and the forms were validated on 10/26/2022. As of today, 04/03/2022 these forms have still not been processed by Planet Payment.Planet Payment provides a Track my Refund link on their website, which confirms my tax refund was received and prompts please allow 30 days for your refund. As of today, 4/3/2023 I have still not received my refund. I have tried contacting Planet Payment on 12/6/2022, 12/13/2022, 12/26/2022, 02/14/2022, and again today 04/03/2022 of which Ive received no replies. Planet Payments automated email response prompts We have received your track my refund query now and will aim to have a response to you within 3 working days., however I have received no response from Planet Payment to resolve this issue.My form number to be processed is ********************. The retailer was ***** in *****, ******. The goods were purchased on 10/25/2022 and the total transaction cost was **** euros. I paid with credit card.Customer response
04/28/2023
At this time, I have been contacted directly by Planet Payment Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:
I have been informed the payment will be processed in the next payment cycle and will appear on my *** bank statement. I have not received confirmation from my bank to determine if this is true and will be completed in the near future.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Customer response
05/19/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Hello,
I wanted to provide an update on Complaint ******** which was closed on 5/12/2023.
My last update to BBB was on 4/28/2023 at which time I had been contacted by the business, but had not received my refund. I was told the refund would appear on my *** bank statement and I have now confirmed I received the refund.
I see the complaint was closed with "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied." This can be updated to resolved with customer satisfied.
Thank you!
Initial Complaint
03/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a bag from a Chanel store in ***** on 2/22/23. I got my tax free form validated at the airport on 2/26/23. When I try to track my refund, I get a message saying that the barcode number is not in the system. This is highly concerning because I had another tax free form from planet payment that was validated at the same time and I am able to track that refund. Why is one form in the system and one not? For this from, I am supposed to get back 664,30 euros to my credit card. I have used the online form on the planet payment website and emailed customer service. The automated reply says that I would receive contact within 3 business days. I reached out multiple times starting on 2/26/22 via the online form and email and have tried tracking my refund, only to get the same error message. It has been way more than three business days, and it has been radio silent. I have not found a way to speak to a real person, so I am filing a complaint here. I want to understand how my barcode number is not in the system and want this to be resolved as soon as possible because it is a significant amount of money to me.Customer response
04/07/2023
At this time, I have been contacted directly by Planet Payment Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:
[Your Answer Here]
I still have not received my refund and planet payment continues to not keep me updated with the progress. I have been the one to call to ask for updates. They also do not know when my issue will be resolved and said it could take days to weeks to even months depending on French customs.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Initial Complaint
03/07/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On February 11, 2023, I purchased a cape at ************ in ******, *****. The store uses Planet Payments to provide a partial refund of the value added tax (in *****, the ***** ****** gave me paperwork that stated my refund would be EUR ******. I completed the paperwork as directed on February 12 when departing *****, and mailed the paperwork from the airport.I requested the refund be made to the credit card that I used for the purchase, expecting that it would be issued as EUR ******. On February 28, I received a refund of USD ****** (an exchange rate of 1 EUR = USD ****). On February 28, the rate reported by O&A (*********) was 1 EUR = USD ****. The poor exchange rate was not explained by any documentation, nor was it necessary for Planet Payment to make the conversion. My original purchase was made in Euro, and **** is readily capable of converting Euros to US Dollars at much closer to the market exchange rate.I would like to receive the full amount of my tax refund in Euros.Initial Complaint
01/31/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
On Dec. 23, I purchased a purse at **************** in ***** They gave me a tax free form to be validated at the *************************************************. I had it validated for a tax refund of ****** on Dec. 25, 2022 .Planet payment is the company that Chanel used for payment refund. On several occasions, I have tracked my refund online. The message says we have paid your refund by one of the following. I used credit card. I also used Planet tax refund customer service online. Put my ********** free form ********************. No one replied .I also called *********** to speak to a live person on 1/10, 1/25, 26, & 27. I left several messages. No one responded. I need this issue resolve. Pls. AdviseCustomer response
02/27/2023
Better Business Bureau:
At this time, my complaint, ID ******** regarding Planet Payment Inc. has been resolved.
Sincerely,
***** ***************************************
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
8 total complaints in the last 3 years.
2 complaints closed in the last 12 months.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.