posted on May 2, 2002 06:48:54 PM new
I still have an active Paypal account, which probably is a mistake. Damon, If you can fix this problem, I will keep my paypal account active, If not, I close it!
Here is the story in quick form:
My auction closed (In auction description, it says that I do NOT accept Paypal Payments) Ok, now for the rest of the story,
Winner tried to send me an echeck through Paypal. Less than an hour after receiving Paypal's email stating this fact, I emailed bidder asking them to cancel their payment and I went to Paypal's website and asked this query:
=================================
"Subject: 'How can I cancel a payment made to me?'
Message: 'someone made a payment to me in error. It is the only one currently on my account. It is an echeck. Is there anyway I can cancel this pending payment?"
++++++++++++++++++++++++++
I received this reply
Thank you for contacting PayPal. You have received this email in response to the information contained in your email.
If this response does not answer your question, you can revisit the help
section at https://www.paypal.com/cgi-bin/webscr?cmd=_contact. Please make sure to choose an option from the Required field, as well as the Optional field when submitting an email to us.
Here is some information that may assist you at this time:
We're sorry to hear you're thinking about closing your PayPal Account.
We value you as a customer, and we hope that you'll reconsider. If you are considering closing down your PayPal Account, we ask that you carefully consider your decision. If you do opt to close your account, any
pending money requests that you've submitted will automatically be canceled.
Upon closure, PayPal will mail a check for the final balance of your account to
your street address. ......
Then I sent a reply back and attached all emails correspondence with the first paragraph being:
please READ WHAT PEOPLE WRITE TO YOU!"
My orignal email to paypal was :
MY original request is below:
Subject: 'How can I cancel a payment made to me?'
Message: 'someone made a payment to me in error. It is the only one currently on my account. It is an echeck. Is there anyway I can cancel this pending payment?
=====================================
=====================================
Then I received this reply:
Thank you for contacting PayPal. We apologize for the delay in responding to your service request.
>
To cancel an "Unclaimed" transaction, please follow these steps:
>
1. Log into your account at http://www.paypal.com by entering your email
address and password in the Member Login box. This will take you to the "My Account" page.
>
2. Click the "History" subtab.
>
3. Using the drop-down menu, select the "Payments Sent" log, and click "Submit".
>
4. Choose the payment you would like to cancel, and click the "Cancel" button in the Action column.* (You may only cancel a payment that has a status of "Unclaimed" and has a "Cancel" button in the Action column ...............
==============================
So then I sent this email back to them :
As you can see, this has NOTHING to do with either canceling my account with paypal or canceling a payment I made. It is requesting the method or proceedure I need to go through to cancel someone else's payment to me! please advise
====================================
And this is the TERRIBLE AWFUL reply I received from them:
Thank you for contacting PayPal Customer Service.
In an effort to assist you as quickly and efficiently as possible, please direct all customer service inquires through our website. Click on the hyperlink below to go to the PayPal website. After entering your username and password, you can submit your inquiry via our Customer Service
Contact form. If you indicate the type of question you have with as much detail as
you can, we will be able to provide you with the best customer service possible.
If your email program is unable to open hyperlinks, please copy and paste this URL into the address bar of your browser.......
BOTTOM LINE: WASTED MY TIME, FEELING VERY FRUSTRATED WITH THEIR NON CUSTOMER SERVICE. I am this close from canceling my account with them.
posted on May 2, 2002 10:07:57 PM new
Hi paloma91,
It is really hard for me to give advice without your account information. I am going off of general knowledge here, so I apologize if something doesn't seem clear.
-In your active account, which would have received the payment when sent to you, you do have the option of setting payment preferences to accept/deny certain payments. -You can also use the refund option.
The echeck, if it has not cleared, will clear in a couple of days. You could then log in on your account to refund the payment. Or you can send the payment back.
May I ask why you have an active PayPal account? You stated you don't accept PayPal payments. Payments that are sent to active accounts (provided no preferences were set) will be received into the account. You would need to reject/refund/send back payments depending on how your account is arranged.
posted on May 3, 2002 06:45:36 AM new
I don't know why I still have an active account. I guess I am waiting for things to change for the better so I can start using it again.
1. Why didnt your customer service READ my emails with your firm, instead of just shooting out emails to me.
2. How do I reject a payment?
3. If you are not able to help me with this in this forum, how do I contact you to provide you with my account info so I can get this resolved!
The information about sending payments back/refunds can be found on the web site.
I think my examples are pretty clear as to what you need to do.
Options that could/can be used in your case:
1. Reject payment
2. Set payment preferences for accept/deny
3. Log in and send the money back when it clears
4. Use the refund feature
REFUNDS-Tracking Payments - Refunds
How do I send a refund?
You can automatically send a refund to your buyer for 5 days after receiving payment by using the refund button. Show me If it has been more than 5 days since you received the payment, you may send a refund using Send Money.
Here's How:
Login to your PayPal account
Click on the History subtab
Find the payment you would like to refund
Click on the Status of the payment
Click the Refund Payment link on the Transaction Details page
Click Process Refund
If you need to send the money back (once the payment clears because it is an echeck), you can use the refund feature. You can send the payment back.
posted on May 6, 2002 06:12:17 PM new
Damon, thank you for responding. I was NOT able to refund the payment. Got an error that I could only do this within 5 days of the transaction.
I even tried to contact Paypal CS through the site specific to that transaction. Including transaction number this time
GEE, Isn't it amazing! I NEVER HEARD FROM CS! I did every thing I was supposed to. Waited for a reply, Went through Damon's proceedures and now too much time is elapsed!
Now what?
[ edited by paloma91 on May 6, 2002 10:23 PM ]
posted on May 6, 2002 08:07:09 PM new
Hi paloma91,
If you can't refund the payment, and you didn't have accept/deny preferences on, the only options I see:
a) log in and return the payment to the buyer (by sending it off of the send money screen)
b) accept the payment because your account is active. Make a one-time exception because your buyer made an error. You can then withdraw the money to your bank account,etc.
posted on May 6, 2002 10:19:52 PM new
Damon, I looked for the accept/deny features to see if I had them on or off and I can't find them. Can you please walk me through getting to that feature?
posted on May 7, 2002 10:32:31 PM new
Hi paloma91,
It sounds like your option for this particular issue is to send the payment back. For future reference, you may want to check out the link I am including about setting payment preferences.
posted on May 7, 2002 10:57:19 PM new
Tom, I am NOT trying to "yank" anyone's chain. I REALLY truly want to know how to do this! I havent used paypal for a LONG time. If I am going to use it. I need to know what my options are. I hope this makes sense. Yes, I wanted to send the money back. I am afraid of either getting stuck with another fraudulent payment that will be reversed on me or worse! I don't feel totally safe with paypal anymore.
Like I said in the beginning of this thread, I have had serious problems in the past. Combine that with what I hear on the boards and it scared me away from using paypal. This is the FIRST time, I have ever had any help with any BIG concerns in regards to my service with paypal.
Now, on to the question at hand. I went to the link you provided. The directions show:
Click on the My Account tab
Click on the Profile subtab
Click on the Payment Receiving Preferences link in the 'Selling Preferences' column
Edit your Preferences
Click Save
posted on May 8, 2002 07:23:08 PM new
The responses paloma91 got from PayPal are just plain sad. If PayPal actually responded with the right information in the first place the 5 day time period wouldn't have elapsed. Damon, does PayPal actually read e-mails sent to them from their customers (to the regular customer service address or from their web site)?
posted on May 8, 2002 09:00:30 PM new
Thanks Andrew, for your support. Poor Damon is a one person customer service dept. If PP's customer service was of higher caliber, there would be no reason or atleast quite a lot less reason for his constant work on AW.
I still havent heard from CS after sending that email with all of the necessary info: transaction number etc.
I hope Damon doesnt think I am trying to cause trouble or something. I REALLY want to resolve this problem of mine. My poor buyer is waiting too. I think they know less about the current set up at PP than I do!
