I just logged into my account and see pay held on a shop with a large cash outlay. My question is, does ipsos just withhold pay without communication?

I had issues with a delivery shop and contacted my scheduler. The report required over 50 photos and the site became bogged down and glitchy as I added all the files. The scheduler put me in touch with an editor who sent it back for edits, we had very cordial emails regarding the shop. I did these within two hours of getting the email. The editor also asked for additional photos which I was happy to provide.

The shop had been sitting with pending review status for a few days. I have not received any emails or requests for edits. This morning the shop shows as pay held. I reached out to the editor (project manager?) and I'm waiting to hear back.

Is it typical to just have a job with pay held? I spent hours on this goofy shop due to glitches and problems with the shop. The shop also had some issues with delivery that added extra steps and expense. I'm frustrated with the experience but trying to stay patient. If the job is/was actually rejected, wouldn't they let me know? Since I already did some extensive edits, wouldn't they ask if they need something in addition?

What should my next steps be? Is there someone I could/should contact for help at ipsos? Thanks for any advice.

As Oly requested any advice, unless there is a financial need, after the current situation is resolved "kick 'em to the curb." Far too many Ipsos shoppers have posted problems with communication and the company displaying a lack of consideration for their ICs.

@shopperbob wrote:

As Oly requested any advice, unless there is a financial need, after the current situation is resolved "kick 'em to the curb." Far too many Ipsos shoppers have posted problems with communication and the company displaying a lack of consideration for their ICs.

Thanks, Bob. I haven't had issues before but considering the current climate with them, I think I will definitely give it a break. Hoping there some error somewhere because no communication seems to be odd.

Olympia, have you checked your spam folder? or could you have absentmindedly swiped it into the trash folder? I don't do a lot of work on Shopmetrics, so I don't know if there is a way to ask what the issue is or if it gives you an explanation at all. It's not like Ipsos to just refuse to pay without an explanation or an email.. But then again, I wouldn't put it past them, they've done worse, intentionally even.

@Morledzep wrote:

Olympia, have you checked your spam folder? or could you have absentmindedly swiped it into the trash folder? I don't do a lot of work on Shopmetrics, so I don't know if there is a way to ask what the issue is or if it gives you an explanation at all. It's not like Ipsos to just refuse to pay without an explanation or an email.. But then again, I wouldn't put it past them, they've done worse, intentionally even.

MLZ, thanks for the suggestion. I hadn't done that. I did just check now and don't see anything.

I had reached out to them initially due to some glitches. The scheduler put me in touch with a couple of individuals on the project. The one who responded with edits was very professional and clearly detailed what I needed to provide. She and I also communicated over other shops and she was also very clear about what she needed from me. Based on those interactions, I'm really hoping there's something else going on and hopefully a mistake somewhere.

Thanks again for giving a helpful suggestion. I wish there had been a deleted message.

I would either contact the project manager (if you know who it is) or contact the help desk. They take a bit to return contact, but they eventually do. I've always received a reply to any emails I've sent.

My shop which sounds like the same one was in editing for almost two weeks. Finally I heard from the editor who asked for more info. I sent a few messages back and forth directly to the editor and he or she was very nice and answered every one. I just hit reply to the email the editor sent to me and even tho it looked like it went to a generic mailbox it evidently went directly to the editor. Have you tried contacting that person? I was dealing with the actual editor and not a manager. My shop is finally showing I will be paid. It took from Aug 15th until the 28th to get there. They seem to be very backed up on these. I am surprised your was only pending for a few days. I wish you a wonderful outcome as these were a whole lot of work and cash outlay.

@sandyf wrote:

My shop which sounds like the same one was in editing for almost two weeks. Finally I heard from the editor who asked for more info. I sent a few messages back and forth directly to the editor and he or she was very nice and answered every one. I just hit reply to the email the editor sent to me and even tho it looked like it went to a generic mailbox it evidently went directly to the editor. Have you tried contacting that person? I was dealing with the actual editor and not a manager. My shop is finally showing I will be paid. It took from Aug 15th until the 28th to get there. They seem to be very backed up on these. I am surprised your was only pending for a few days. I wish you a wonderful outcome as these were a whole lot of work and cash outlay.

I was wondering about yours too. Yes, same shop.

I reached out to them initially because it became glitchy on me. Some of my photos were not posting in the right spot and every time I'd make a change it was like the whole form freaked out and would automatically scroll to the top. I let them know that I had some issues and that I would be happy to correct or send additional photos etc. I also let them know that I would be travelling soon and would love to get the edits back because I can't take three bags of trash with me!

I had a really nice experience with an individual whose name starts with E. She was very clear about what she needed and very professional in her tone. We have exchanged a few emails. I did edits for all of my shops. The second two were much easier and just needed a couple of things. I didn't take the straws out of the wrappers so I had to do that for all my shops, etc.

My first shop was a really big pain. The order wasn't delivered properly so I had to place a second order. The shop offered many different kinds of items I had to purchase so there was a large outlay and a lot of packaging.

I'm frustrated that the other two have also been edited but are still pending. I'm really hoping there's some mistake with the pay held shop. It literally took me hours because of the glitches and then I had to redo a large portion of it. I'm hoping they wouldn't ask for a large edit and then reject the shop with no explanation. I try not to be a worrywart but it's kind of my nature. Hoping it will work out because I did follow the instructions and have been communicative about my issues and prompt in edits.

If it makes you feel any better I had a different shop at this msc (an easy phone call shop that usually takes a day or less to edit) which got stuck in pending for over two weeks due to the person at the end of the call making reference to me having what I need now if I have a shop I need to complete. He went on with another sentence so I responded to the last sentence and ignored that statement. I do these all the time and what I told the person i called is exactly the same wording I always use but each shop is to a different location. I have been doing these exact shops monthly for a couple of years already. Each location I think gets a call every month . These calls have been running for some time now so I think the place we call must already know about the mystery shop program. However it was in pending for so long I was afraid my pay was not coming through. I never had a pay held but it finally passed muster after several weeks.

@sandyf wrote:

If it makes you feel any better I had a different shop at this msc (an easy phone call shop that usually takes a day or less to edit) which got stuck in pending for over two weeks due to the person at the end of the call making reference to me having what I need now if I have a shop I need to complete. He went on with another sentence so I responded to the last sentence and ignored that statement. I do these all the time and what I told the person i called is exactly the same wording I always use but each shop is to a different location. I have been doing these exact shops monthly for a couple of years already. Each location I think gets a call every month . These calls have been running for some time now so I think the place we call must already know about the mystery shop program. However it was in pending for so long I was afraid my pay was not coming through. I never had a pay held but it finally passed muster after several weeks.

That must have been frustrating! Do you mean the status was pending for a long time? Does pay held basically mean rejected? I haven't had that before and I haven't done that much work with Ipsos.

I'm very anxious for someone to get back to me. I might just try writing some of the higher ups. I wish it wasn't a holiday weekend but I guess it is what it is.

I just noticed that two bank shops that I did now are being held. If there is an issue, someone should contact me. I had another one who was requesting the business card. I was sure that I had uploaded it when I did the shop, but I did upload it again.
It appears that more and more shops are being held. The company probably gets the information they are requesting, but the shoppers are not being paid for the information. It seems a bit unjust to me.

@Insight wrote:

I just noticed that two bank shops that I did now are being held. If there is an issue, someone should contact me. I had another one who was requesting the business card. I was sure that I had uploaded it when I did the shop, but I did upload it again.
It appears that more and more shops are being held. The company probably gets the information they are requesting, but the shoppers are not being paid for the information. It seems a bit unjust to me.

That is awful. There should be some communication if they need something or if they are rejecting a shop and give a chance to correct it. Did they communicate anything about the pay being held to you?

I'm out close to the $200 limit for this job so I really hope that they will communicate what is needed and approve this shop. I submitted over 50 photos and submitted revisions. I hoping somehow there was just some oversight.

Good luck to you. Keep us updated.

To ease your mind a bit, I think they have an internal hold where that might show as they investigate something. I seem to remember something like that happening once and that was what I was told. It was later cleared.

@MsJudi wrote:

To ease your mind a bit, I think they have an internal hold where that might show as they investigate something. I seem to remember something like that happening once and that was what I was told. It was later cleared.

Thanks very much for sharing that. I'm sweating over here on this one. When shopping goes smoothly, it's a pleasure. When there are issues, it's such a pain!

Okay, I guess I just have no idea what "pay held" means. I thought it meant a job was rejected but apparently it doesn't. Seems like my job is accepted just unpaid. It would be really nice if it said that somewhere clearly on the website. Thanks for anyone who offered help or advice!

Pay Held means they are rejecting the shop. You really should email Carey or Diana. The editor not responding for over a week is a problem, and for $200 I wouldn't wait any longer. Don't bother with the general mailbox = they'll take weeks to respond and they will not resolve anything.

@olympia tennenbaum wrote:

Okay, I guess I just have no idea what "pay held" means. I thought it meant a job was rejected but apparently it doesn't. Seems like my job is accepted just unpaid. It would be really nice if it said that somewhere clearly on the website. Thanks for anyone who offered help or advice!

Yesterday, there were four that were being held. Today, three of them have been approved. I did send a note to Ipsos and got a response that they were looking into the matter.
I wish I could get rid of all of the past shops that have been held and not paid. I feel bad every time I look at that list!!

I just got a response from Patricia Nellina. I was told that for those shops, there is a three-step process and I will be paid next week.
She was very responsive to my email and I really appreciate it.