pay pal problems

[cryptozoo]

I'll tell you exactly what will happen -- you'll have a hell of a time getting ahold of a real person, and when you do, they won't be in the US. It makes it difficult to get your complaint across, although the operators are instructed to be very apologetic. They'll take your complaint down and you'll likely be put on hold several times in the process, so prepare for a potentially lengthy call!

[David Schwab]

One word of caution with PayPal. I often print my shipping labels through PayPal. But I have never gotten it to work for international orders. It just hangs on a blank window and the label never shows up. if you hit cancel, they charge your account anyway, and you have to wait about 2 weeks for USPS to refund your money. It clearly states "your account will not be charged". Well maybe not permanently, but they do take the money from your account.

I called PayPal and after telling some guy he didn't know what he was talking about, since it wasn't my computer at fault, they connected me with someone that actualy had a clue, and pretty much told me not to use them for international shipping, because they got reports that it doesn't work well.

He said they were going to give me a temporary credit until the money was refunded, but they never did.

Otherwise I haven't had any issues with them, and the shopping cart works great so far.

[kevinT]

I believe what Jason is describing is the result of some changes that Paypal undertook about a year ago it seems. It's called Risk Management. Paypal was probably getting burned...and as with any type of financial system, the crooks and scoundrals found a loop hole to abuse their system, not to mention the unscrupulous ebayers that are out there.

I believe once you've created a proven track record of sales they loosen the grip that they have on you and freezes on funds are less of a problem.

I love paypal. It protects both the buyer and seller. I can move money from paypal to my business banking account in a matter of a few days. What I like best is it's integration with USPS in printing mailing labels. It SAVES a lot of time for me and is worth it if they charge a few cents more per transaction.

@ David...I have had no problems using the international shipping feature. It might have something to do with using a mac or your pop-up blocker. It takes a few more seconds for the printable customs form/label to appear on the screen as opposed to a regular domestic label, but it does eventully appear. I simply fill out the electronic custom's form, print, and stuff the customs form/label in an envelope that the post office has available for them. You can get them for free on the USPS website.

I had a merchant account and found it to be a pain in the ass. They nickel and dime you for everything, a monthly bank fee, a % of each transaction, a gateway fee. IMO the fees that Paypal charges for its services is comparable to having a merchant account. I discontinued my merchant account because of the nickel and diming.

[Dave Kerr]

I have people ask if we take paypal at lollar guitars and we dont but I have never had someone not order something- they just get out a credit card.

I've had EBay sellers not accept PayPal, and have you go through their own online transaction site upon checkout. You still get whacked with the EBay fees, but can maybe save a buck on transactions and still sell the book there.

[David Schwab]

@ David...I have had no problems using the international shipping feature. It might have something to do with using a mac. It takes a few more seconds to appear, but it works for me. You simply fill out the electronic custom's form, print, and stuff the customs form/label in an envelope that the post office has available for them. You can get them for free on the USPS website.

Except it never shows up. It might be from using a Mac, however it's a Java app, and I have the latest version of the Java VM installed. Web applications are supposed to be cross platform, especially Java based ones. So Pitney-Bowes did sloppy coding and didn't check it. I have no issues with the domestic label printing on PayPal, and have no problems using USPS. Don't get me started on their lack of international tracking though!

The second issue was the dialog box saying unless you confirm, that your label printed successfully you wont be charged, except the box never pops up for you to confirm that your label printed, and even though I had not pressed "Yes" was charged anyway.

I get all my boxes and such from USPS. It's nice not having to stand in line.

[Possum]

....

The trick with paypal is CALL THEM AT NITE. They have operators there til 10PM. Or call them very first thing in the morning on say a friday or a day they're most likely not to be flooded with calls. When I had my problem I did get an Indian lady to deal with but she actually was helpful and told me what I had to do and put a hold on my Paypal Mastercard so they crook couldn't use it anymore. I don't do over 3,000 a month, probably because I'm known more for blues pickups, the rock guys don't relate to my sound clips and maybe I don't use the word "dude" enough in my emails :-) So a merchant account would be more expensive for me. Plus more than half my customers are overseas and Paypal is best for them, I would lose all those orders probably if I didn't have it.

[RedHouse]

I've been taking Paypal for 9 yeas now and have only had one problem.
(not this problem)

My problem was they dipped into my banks account when I wasn't looking and when I confronted them about it, they did nothing but give me the run-around. I was on the phone with them for 3 hours one day trying to resolve the issue. Nothing was resolved, I didn't get my money back. I was pissed off but wasn't much I could do. Fortunately the "missing" funds were under $100 so I did a slow burn and formulated a new plan after reading all the other horror stories about Paypal.

Here's what I did, I went and opened another bank account, a new one in a new bank not connected with any VISA/MC I currently hold. When Paypal funds get sent to my Paypal account, and I get the email notification, I immediately transfer those funds to this new account. Three days later, I withdraw those funds and put them into an account Paypal can't touch. I place a notice into my transaction communications like "your item will be shipped when your payment transaction funds are recieved and processed" which means the money gets all the way through Paypal into the destination account, ...without a snag. This only means that there is a 3 day delay in shipping the product.

I be clear to the customer that I take Paypal but only as a convienience for the customer, not because I like Paypal, any problems arise and it will be up to the customer to get it straightened out before I ship product or do services. I also be clear that if there is any hesitation about doing business through Paypal they should feel free to send a USPS money order or bank cashiers check as their form of payment.

For example if this issue had happened to me, I'd have forwarded the Paypal problem to the customer with this message:

"Dear customer X, we're sorry to inform you that your Paypal funds transaction has been frozen by Paypal.

We're certain you understand we have no control over Paypal's policy's and proceedures and have no idea why Paypal would freeze your funds transaction, unfortunately we cannot ship your order until your payment has been recieved and processed by us.

Please feel free to contact Paypal to resolve your frozen funds transaction issue with them, we will be happy to ship your order when your funds are received. Alternatively you may send us a USPS Money order or Bank Cashiers Check to pay for your purchase, we have had no problems with those forms of payment.

Thank you valued customer X."

Then you go to Paypal and refuse to accept that transaction number and cite this "issue" as why.

This punts the Paypal problem back to Paypal and unfortunately into the customers lap. Now they have a customer they took money from, who is upset, and a cutomer they were supposed to pass money to, who is upset. If you both were to file a complaint with your local attorney general's office it would be recorded and used when a class action suit occurs against Paypal someday.

(Jason, you would file your grievance here)

The way I see it (and the Better Business Bureau too) is that no business is obliged to ship product to a customer who's funds have been intercepted/frozen buy a third party, the customer is free to choose a payment partner at their own discretion, but also at their own peril.

I feel that I shouldn't have to struggle with Paypal. Just because the customer want's to use Paypal, that shouldn't mean I have to clean up the mess if things go wrong. If a customer chooses to use Paypal, they can struggle with Paypal if things go sideways and the customer is totally free to send me a USPS Money order or Bank Cashiers Check to pay for their purchase.

If/when enough people get sick of getting blind-sided by Paypal, they will complain to the appropriate bodies who can do something about it. Complaining to websites does very little but make one feel better, and Paypal laughs ...all the way to the bank!.

[jason lollar]

thats too funny- I forgot about the attourney genral! I used them years ago and they made an insurance company jump right to paying a settlement immediately- Someone rammed my car- rear ended- thier fault and the thier insurance company was making me the bad guy and trying not to pay me.
I havent called paypal yet - i thought i would have to call during work hours but I will do it this week at night like possum suggests.
thanks everyone- good ideas

[jason lollar]

i got through to pay pal pretty quickly buy pretending to be stupid when the computer asked me questions but what they said is I have to wait untill the item is delivered and the customer leaves a positive feedback.
its due to the ebay security system determining I am selling a risky item- whatever that means.
So if you want to get through quick- either call on a sunday afternoon or screw up the answers consistantly for a few minutes when the computer asks questions

[Possum]

....

Jason, now its getting clear. They have had reports probably from YOU about counterfeit copies of your book being sold. So they thought you might be one of THOSE guys :-) I think if you sell the book there again, start your text off explaining you hold the copyright and that these are the real deal direct from the author.

[soundmasterg]

thats too funny- I forgot about the attourney genral! I used them years ago and they made an insurance company jump right to paying a settlement immediately- Someone rammed my car- rear ended- thier fault and the thier insurance company was making me the bad guy and trying not to pay me.
I havent called paypal yet - i thought i would have to call during work hours but I will do it this week at night like possum suggests.
thanks everyone- good ideas

I had that happen too with someone hitting me who had Geico and they were dragging their feet for a month. I filed a complaint with the AG office and I had a settlement in two days. Definitly a recommended approach.

Greg

[jason lollar]

very funny possum but you could be right!

[Possum]

...

I'd bet on it. Make sure you tell them YOU are the author and the one who reported the counterfeits in the past. Course now you cut all your hair off they probably won't believe you