Atom.com

Hi James, Thank you for sharing your feedback about your recent visit to Atom.com. We always strive to provide the best possible experience while using our platform, and we appreciate you taking the time to leave a review. We have your support request and have since responded to clarify the misunderstanding regarding missing funds and why they may not reach a seller due to an issue with the payment processor or the user's payment account. When seller funds aren't received, it's likely due to an issue with the payment processor side due to various reasons, account is not verified, limitations on the account, newly established account, etc. When this happens, sellers should contact the payment processor directly for resolution but at the same time, they should reach out to our Live Chat Support Team 24/7/365 to inquire. Whenever a payment provider denies a payout, it triggers an internal billing review so our team can investigate the cause before releasing the funds back to the seller's Atom account. This process is intended to protect both our sellers and the integrity of the payout process. Once we completed our review, the $3,000 was returned to your Atom account and is now available for you to request again. We also want to acknowledge where we fell short. While our team worked through the billing review, we failed to clearly communicate what was happening, what the next steps were, or when you could expect an update. More importantly, we should have proactively followed up to let you know the review was still in progress rather than leaving you wondering about your funds. For that, we sincerely apologize. We do want to reassure you that this situation is extremely uncommon. In the vast majority of domain sales, once the buyer's payment is verified, seller proceeds are available in their Atom account within two hours or less and are ready for payout. While your experience was clearly different, we review every exception like this carefully to continue improving both our internal processes and our communication with sellers when an issue arises. We provided a few alternative ways to receive your funds unless you resolved the issue with your payment processor. Now that we have identified the cause, restored your funds, and explained what happened, we hope we have provided the clarity you were looking for. Once you successfully receive your payout, we would greatly appreciate it if you would consider updating your Trustpilot review to reflect the resolution. Of course, whether you choose to do so will have no impact on the level of service or support you'll continue to receive from us. Thank you,  Atom.com Customer Success Team