New payout rules not communicated to sellers In a rather surprising occurrence recently a payment was made by a customer and it was allocated to my BOB account. There was an option for withdrawal to my bank account. Which I did. After a few days I was surprised that the money wasn't yet transferred to my account. I went into my BOB account and saw a notice that my withdrawal was suspended. No reason given. The parcel was already sent and the tracking number updated on the system and given to the customer. I called BOB (and surprisingly the call was quickly answered, no waiting or listening to some weird music). The operator explained to me that BOB only transfer the money once the customer has received the parcel. This came as a a surprise to me as it wasn't that way before. Seeing that the shipping fee is included in the payment, how is one supposed to pay for the shipping if BOB does not want to pay the money that was paid by the customer for shipping? Also, why does BOB not clearly indicate that no money will be transferred until the recipient received the shipment? It is a new thing and should clearly be communicated with the customer (seller). Not just suspend payment without information the seller, only to find that in red letters on your account it says "payment suspended call BOB". Why must I call on my expense to hear why the payment has been suspended? In a rather surprising occurrence recently a payment was made by a customer and it was allocated to my BOB account. There was an option for withdrawal to my bank account. Which I did. After a few days I was surprised that the money wasn't yet transferred to my account. I went into my BOB account and saw a notice that my withdrawal was suspended. No reason given. The parcel was already sent and the tracking number updated on the system and given to the customer. I called BOB (and surprisingly the call was quickly answered, no waiting or listening to some weird music). I was then told that BOB does not do payouts until the customer received the shipment. I was surprised to hear that because it never worked like that before, and seeing that the customer pays for shipping and the shipping fee is included in the payment, how is one supposed to pay for the shipping if the shipping fee is not paid out at least? Furthermore BOB should clearly mention this new rules to their customers and not just suspend the payout without informing the seller. I was surprised to find in red letters a note only stating "payment suspended - contact BOB", after a few days. Why must I call BOB on my expense to find out why my payment was suspended. This should be clearly communicated to sellers. Here is an excerpt from the BOB website Q&A on payouts: "Complete the required information and submit the form. Payouts are processed every business day. Payout requests received before 9 a. m. on a business day are processed the same day and in most cases reflect in the recipient's bank account by the next day. Requests received after 9 a.m. are processed the following business day. Payouts are not processed over weekends or public holidays." Mine wasn't processed the following business day, because it is now already the following week. And hadn't I call on my own expense I still wouldn't have known about this new unwritten rules. The level professionalism of BOB is beginning to decline and I am worried that it will worsen when the proposed changes come into place with the so called "BobShop", which I personally think is a stupid name and doesn't sound very professional.