Rallying Vendors Affected by Digital River Payment Issues for a Class Action Lawsuit

[Hatifnattar]

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Hello, does anyone know an email or phone contact in MyCommerce? I'm trying to login to their service-now panel, but it refuses me and doesn't allow perform a password reset (the last time I successfully contacted them via Service Now was in May 2024). I've also sent an email to serviceintake@digitalriver.com (mailto:serviceintake@digitalriver.com) - it should automatically create a Service Now ticked - but no luck. Thanks in advance!

[ccw]

They are using the solution center: https://solutioncenter.digitalriver.com/csm. Do you mean you cannot reset your password for this?

They have this email for support: MyCommerceClientSupportEMEA@digitalriver.com

Also I check the signature of previous email and find the following contact:

Helder Moreira | Digital River Ireland Ltd. | Customer Operations Specialist
p: +353 (0) 61 230000 | hmoreira@digitalriver.com | www.digitalriver.com
Dromore House, East Park, Shannon, Co. Clare, V14 AN23|Ireland

Managing Directors: Margaret McMahon (IE) | Kristopher T. Schmidt (US) | Registered Office: 70 Sir John Rogerson's Quay, Dublin 2, Ireland | Company Number: 406071

Hello, does anyone know an email or phone contact in MyCommerce? I'm trying to login to their service-now panel, but it refuses me and doesn't allow perform a password reset (the last time I successfully contacted them via Service Now was in May 2024). I've also sent an email to serviceintake@digitalriver.com - it should automatically create a Service Now ticked - but no luck. Thanks in advance!

[alientec]

Maybe it's the last chance to report the case to the police, before the culprits vanish?
https://formulare.polizei.nrw/en/anzeige#/
If there are multiple victims and a significant amount of money lost, the case is serious and handled with priority.

In german law there is
§ 246 StGB - Unterschlagung
https://www.gesetze-im-internet.de/stgb/__246.html

and
§ 266 StGB - Untreue
https://www.gesetze-im-internet.de/stgb/__266.html

The both concern a criminal activity, if sb has sth belonging to sb else, and does not want to give it back.

[jlaako]

I am wondering about the September payments. On December the 11th we received an email from Digital River that they would have paid, but no money has arrived on the bank account.

Please let me know if you
- Have received a payment for September
- Have NOT received a payment for September

I got payment notification for Jul/Aug/Sep, but nothing has appeared on my bank account. They owe me quite a bit of money.

And today they sent me monthly report for Oct, for negative amount due to the "support" costs for me asking them to pay their dues...

[Tone2 Synthesizers]

I was at the police yesterday and made an annoucement, as they had sent a notification on December the 11th that the payment for September would have been transmitted to my bank account but no money arrived. This is clearly fraud and a criminal act. The police was very friendly and helpful and took the case very seriously. He was also very interested about the fact that they delay payments or omit payments for so many victims.

The police officer said that I should notify also other affected victims to go to the police to make the German public prosecutors moving. They take it serious, but they can only take action if victims contact them.

[DigitalC]

Suggestions Welcome

Just got a Credit Note from MyCommerce (DR) with a $100 fee for the "Platform Subscription Fee for the period" and $736.30 fee for "Digital River client support for the period" which was subtracted from the thousands they owe me. Like others have noted, the "support" is their responses to me asking for the money they owe.

I went to cancel my platform subscription and tried to login to the Control Panel and it give the error "Sorry, your Control Panel access is currently not active!". Does anyone know how to cancel?

I have very little hope of getting a single penny from the thousands they owe me, but does anyone know if cancelling the platform subscription lowers that probability? For example, does the terms of service have any stipulations on this?

[alexcmn1]

> which was subtracted from the thousands they owe me

Do you mean you have Carry-Out line for past periods, and it is consistent through all reports? In my August report there was Carry-Out, but then itdisappeared in September report, like they paid 40k to me, which was not done.

>I have very little hope of getting a single penny from the thousands they owe me, but does anyone know if cancelling the
> platform subscription lowers that probability?

I guess they use tactic of delay and "support fees" to drain accounts with amounts up to 2-3-5k, but I really don't know how it will work with 40k they owe to me, and with cases with 100-300-900k mentioned above.
May be they plan to drain accounts with 2-3k during 2025, and then start to terminate contracts with bigger debts, and, after 180 days, we will see if they plan to payouts, or they will file for bancrupcy.
The first people who cancelled accounts did it in the end of September, so in March we will see results.

[alexgn]

May be they plan to drain accounts with 2-3k during 2025, and then start to terminate contracts with bigger debts, and, after 180 days, we will see if they plan to payouts, or they will file for bancrupcy.
The first people who cancelled accounts did it in the end of September, so in March we will see results.

I don't understand their tactics. For me it looks like they delay bankruptcy.
All small and medium vendors should be gone already. Are there still bigger Enterprises who use them and would bring revenue?

[buttermilk]

Delete all your products from the platform, don't let them earn any money from you, then terminate your contract using chatgpt, close any open support issues

[noeld]

I'm like most of you, Digital River owes me about 3,000.00 €. That may not seem like much compared to some of the other amounts mentioned here, but for me, it’s significant. Their new fees have cut my monthly income by 50%, assuming I ever get paid.

The last payment I received was in late October 2024 for the month of July, and that’s it. I got the payment report on December 11th, but no money has shown up in my bank account yet. I’ve had to cover my other expenses using my savings.

I contacted support about this issue, waited for at least three weeks, and was told today that the new monthly fees are in the terms of the MSA. And regarding the lack of payments: "For the payment inquiry, you are correct. For additional details, you can reference the payment section of your Master Services Agreement - section 5d."

The problem is, I can’t even find this so-called MSA, and even if I could, I doubt it would help me.

I’m wondering if I should move forward and submit the form at https://formulare.polizei.nrw/en/anzeige to report this issue. Has anyone here done this? If so, what happens afterward?

Alternatively, can anyone recommend a reliable alternate vendor suitable for small-scale business, one that’s not a subsidiary of Digital River (e.g., MyCommerce, Share-It, etc.)?

Thank you, and good luck to everyone dealing with this!

[Tone2 Synthesizers]

I was at the police and made an annoucement, as they had sent a notification on December the 11th that the payment for September would have been transmitted to my bank account but no money arrived. This is clearly fraud and a criminal act. The police was very friendly and helpful and took the case very seriously. He was also very interested about the fact that they delay payments or omit payments for so many victims.

The police officer said that I should notify also other affected victims to go to the police to make the German public prosecutors moving. They take it serious, but they can only take action if victims contact them.

[alexgn]

Hello noeld,

I contacted support about this issue, waited for at least three weeks, and was told today that the new monthly fees are in the terms of the MSA. And regarding the lack of payments: "For the payment inquiry, you are correct. For additional details, you can reference the payment section of your Master Services Agreement - section 5d."

The problem is, I can’t even find this so-called MSA, and even if I could, I doubt it would help me.

There is a contract library in your control panel. You should see all contracts listed there.
But here is a quote from section 5d:

(d) Payment.
Within 30 calendar days of the end of each calendar month, Digital River will provide a statement through the Administration Interface of allTransactions for which Digital River has received payment in the preceding calendar month (the "
Pay Period
"). If you do not object in writing (including email)to an invoiced amount or statement within 30 calendar days from the date of such invoice or statement, you shall be deemed to have acknowledged thecorrectness and waived your right to dispute of that invoice or statement. Digital River will initiate payment of the sum of the Net Purchase Price of thoseProducts for which Digital River processed payment during the Pay Period less (i) any amounts refunded to End Users; less (ii) any amounts subject to aChargeback; less (iii) any fines or penalties and less (iv) any other Fees or charges due to us under the Agreement within 30 days of your receipt of thestatement through the method of payment you select in the Administration Interface. Some methods of payment may be subject to additional fees. If at anytime during the Term of this Agreement the amount to be paid to you by Digital River represents a negative number as the amount offset from the NetPurchase Price according to the previous calculation is greater than the Net Purchase Price, we may immediately, on notice to you either hold back furtherpayments to you or terminate this Agreement. Digital River will be entitled to retain its DR Margin and other Fees earned on Products sold and/or distributedby Digital River, even if subsequently returned or canceled, or if such Products or associated Transactions becomes subject to Chargeback.

Also there is a minimum payout amount of 2.5K for most payment methods. When you are below that you balance just gets aggregated until you reach the limit, Which allows them to hold back your money longer.

I’m wondering if I should move forward and submit the form at https://formulare.polizei.nrw/en/anzeige to report this issue. Has anyone here done this? If so, what happens afterward?

If they would still owe me money I would do that. If nobody does it, then they will continue their criminal actions as long as possible.

Alternatively, can anyone recommend a reliable alternate vendor suitable for small-scale business, one that’s not a subsidiary of Digital River (e.g., MyCommerce, Share-It, etc.)?

please see also this thread here. Many options are discussed and recommended there:
viewtopic.php?t=612462

I would highly suggest to you to read the other thread. Then get a new payment option for your customers ASAP, deactivate all your products at DR and terminate the agreement. Try to stay away from their support, because they charge you 185,- USD/hour for stupid automated replies. They are criminal.

[ChrisG_33_JB]

I’m wondering if I should move forward and submit the form at https://formulare.polizei.nrw/en/anzeige to report this issue. Has anyone here done this? If so, what happens afterward?

I did a few days ago. DR owes me several 1000€, too.

[noeld]

Hello alexgn,

There is a contract library in your control panel. You should see all contracts listed there.
But here is a quote from section 5d:

Thank you, indeed I found it but obviously, it doesn't help with the issue.

Also there is a minimum payout amount of 2.5K for most payment methods. When you are below that you balance just gets aggregated until you reach the limit, Which allows them to hold back your money longer.

Until last month, I had a minimum payout amount of 1.5K. I did receive credit notes that seemed as accurate as their own balances, but I had to create an Excel sheet to make sense of them. Last month, the amount reached the 1.5K threshold, the balance was reset after the payment report, but the payment never arrived.

If they would still owe me money I would do that. If nobody does it, then they will continue their criminal actions as long as possible.

Indeed, I will give it a try.

I would highly suggest to you to read the other thread. Then get a new payment option for your customers ASAP, deactivate all your products at DR and terminate the agreement.

Thank you for the suggestion. I’ll check the thread and work on finding a new payment option for my customers.

Try to stay away from their support, because they charge you 185,- USD/hour for stupid automated replies. They are criminal.

I was about to respond, but I think it’s better to let the case close automatically. Their support has already wasted over an hour just to inform me that the team is "working on it."
After 22 years of collaboration, they’re now showing their true colors.

Thanks again for your advice.

[noeld]

Thank you ChrisG, I have just filed a report.