denrig
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posted on November 5, 2002 08:47:44 PM new
When an auction customer checks out using my AuctionWatch checkout, they arrive at a correct total and receive a nice order confirmation from AuctionWatch; however, when they click on the PAYPAL link contained in the AW order confirmation it takes them to PayPal and PayPal supplies a totally different total amount than that provided in AW's confirmation. The buyer then pays the wrong amount (sometimes they pay way too much... other times too low). I have had to refund several payments today and then manually re-invoice my customers using PayPal's "Request Money" as a result of this missmatched sharing of information problem between AW and PayPal. What a mess! I hope I don't get adverse feedback due to these total amount conflict errors and delays due to buyers totals being incorrect. Are you working on this problem? Is there something I can due to correct this problem? It is very embarassing for me. Please help.
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thchaser200
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posted on November 6, 2002 06:17:06 AM new
:
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denrig
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posted on November 6, 2002 07:05:07 AM new
I do not understand the postings by thchaser200. What is ":"? Please explain.
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gtootie
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posted on November 11, 2002 08:13:01 AM new
I am having the same problem. All of my customers are telling me that PayPal is jacking up the shipping amount. When I go to the invoice, everything is OK. I have had several customers pay to much, also. It's really annoying. Does anyone know what the problem is?
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denrig
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posted on November 11, 2002 11:55:45 AM new
It appears AW is working on the problem. Here is a reply that I received from Sonya of AW: "I understand the problem. Engineering is working on solutions for this with PayPal, the problem is that paypal is adding the tax (is there a
setting in PayPal that you can turn off, regarding tax?). Hopefully it
will be resolved soon, please continue to check the announcements forum on the site as that is where we will notify everyone of any future releases and changes. Thank you for your patience.
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denrig
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posted on November 11, 2002 07:40:31 PM new
Sonya (of AuctionWatch),
The totals are varying more than can be accounted for by tax and insurance. Most of my customers are overcharged; however, some are undercharged!! So it is really NOT just a tax or insurance problem that is causing this problem. I had two more overcharged customers today. Neither error could be explained by any combination of insurance or sales tax.
For example: one item was supposed to be $20.35 ($15.50 + $4.85 S&H) per AW checkout system. PayPal provided the customer with an incorrect total of $24.35 (exactly $4.00 too high). They did not choose insurance, but even if they had opted for the insurance the total would have been $21.65. Incorrectly adding FL sales tax (which was not applicable) would have increased the total by a maximum of $1.30 and would have resulted in a total of only $22.95 max. and not the $24.35. So tax and insurance do not account for the amount of error.
[ edited by denrig on Nov 11, 2002 07:50 PM ]
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gtootie
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posted on November 11, 2002 07:51:12 PM new
All my customers are being charged an even $5 too much on postage. I have made three refunds today. One decided to send a money order instead.
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denrig
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posted on November 11, 2002 08:14:25 PM new
gtootie,
Thanks for your confirmation that you also are having EVEN dollar amount differences. This EVEN amount seems to go against the problem being TAX related.
I also had another customer who said he was charged $8.85 instead of $4.85... again an even dollar amount difference in S&H ... hmmmm?
I spent about two hours of "damage control" tonight (i.e., refunding money, writing explanations to my customers, and maually re-invoicing them thru PayPal so that the totals would be correct).
I am afraid to list any more auctions, because all the time spent dealing with this problem is not worthwhile... it is making double work for me.
I am disturbed that PayPal has not supplied me with an explanation.
I continue to check for information on this problem on AW's "ANNOUNCEMENTS" forum, but have found nothing relating to this problem?
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askdaruma
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posted on November 12, 2002 06:13:49 AM new
: from chase guy
he is bumping up this thread .
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gtootie
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posted on November 12, 2002 10:25:52 AM new
denrig
This is happening to customers who use the eBay check out also. My customers are beginning to get ticked off with me about it. I'm not happy about paying PayPal a fee based on a payment I partially refunded because of their problem. I sent them an e-mail this morning, but have not heard back from them.
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denrig
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posted on November 12, 2002 11:58:13 AM new
gtootie,
To avoid the PayPal fee, I am forced to give customers a FULL refund and then send them an invoice (request money) thru PayPal for the correct amount. This is a lot of work, confusing, and can potentially tick off customers, who once they get their full refund, could just say "forget this, it is too much trouble paying twice with PayPal" and could potentially result in adverse feedback.
I hope you hear from PayPal, because I have heard nothing (even though they promise to be committed to fast reply's to such inquiries).
I am more concerned now that you have informed me that it also happens with eBay's checkout too. This does not sound good.
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ChristopherCS
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posted on November 12, 2002 12:12:22 PM new
Hello,
Could someone respond with an item number where this has happened to one of your buyers to test with?
Christopher
Got Questions? Check out AuctionWatch.com\'s Customer Service center at http://www.auctionwatch.com/service
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gtootie
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posted on November 12, 2002 12:35:09 PM new
Item # 731434666. It overcharged $3.75.
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gtootie
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posted on November 12, 2002 12:40:56 PM new
Item # 730736989. $2.50
Item # 729540468 $3.75
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ChristopherCS
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posted on November 12, 2002 01:34:23 PM new
Hello gtootie,
Thank you for the examples. I tested this some, and in your case, the shipping amount when you get to PayPal is always $5, regardless of the actual shipping cost.
If anyone would like to test this, take a look and see how high or low your amount received was - would a fixed $5 cost for shipping create the incorrect amount received for your items?
Christopher
Got Questions? Check out AuctionWatch.com\'s Customer Service center at http://www.auctionwatch.com/service
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denrig
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posted on November 12, 2002 08:51:42 PM new
Order No. 548643989 AW Total was $83.92;however, PayPal Total was $73.37. In this case it was lower because PayPal said S&H was only $12.85 instead of $23.40 which resulted in $10.55 underpayment by customer.
Auction No. 728087934 AW Total was $19.95; however, PayPal Total was $22.90. In this case it was higer because PayPal reported S&H was $8.85 instead of $5.90 which resulted in a $2.95 overpayment by customer.
728673510 AW total is $7.25 and PayPal is $8.00 because PayPal S&H reports as $4.85 instead of $4.10 for a difference of $.75 and this customer has a pending echeck for the wrong amount, so I guess I will send her 3 quarters along with her item.
Some other messed up Auction Numbers:
728379207, 1574740323, 2067834940
There is really no pattern for the erroneous S&H that PayPal reports.
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denrig
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posted on November 12, 2002 09:01:12 PM new
ChristopherAW,
I think I may be seeing a pattern. Some of the S&H figures PayPal is using may be default S&H values which are contained in AW info for the particular item. However, I do not automatically send out a winning bidder notification, but change the S&H based on customer's zip code. Once I have entered the corrected S&H in place of the defaults, I then send out the WBN. I believe that somehow PayPal is being sent the S&H charges before the WBN is actually sent out and is receiving old default S&H charges.
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gtootie
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posted on November 12, 2002 09:08:41 PM new
That can't be it. I mostly sell the same item with the same shipping no matter where it goes. I do use the calculated Priority Mail option and the customer chooses between Priority and First Class, which is a fixed price. But if that is a problem, why doesn't it happen on all the auctions?
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denrig
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posted on November 12, 2002 09:58:15 PM new
gtootie,
Yeah, you are right. One of my items (#2067834940) was a fixed price S&H with automatic send out of WBN and PayPal reported $8.85 instead of $4.85. So my theory was wrong.
So far ALL my auctions which are paid thru PayPal ALL have wrong S&H reported by PayPal. None have the right total.
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gtootie
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posted on November 14, 2002 08:55:07 AM new
OK I finally got a reply from PayPal. They kept answering like I was using their auction manager, so I went over there and looked. Sure enough, they had done the same thing they did a while back with the WBN. They had just taken upon themselves to start calculating the postage. So you have to go into user profile, then into shipping and turn it off.
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denrig
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posted on November 14, 2002 09:04:50 PM new
gtootie,
Thanks for letting me know. I found that it was also PayPal's system that was the culprit.
They were using my PayPal Shops shipping settings for my auctions. Their instructions said that it was "flat rate" charges that would be charged to my PayPal Shops customers. However, it was over-riding my auction S&H amounts with the Shops S&H chart. Very illogical and makes no sense!
The set-up for S&H in the PayPal shops is too confusing for me; therefore, I am going to close my PayPal Shop and disable the Shipping Chart for the PayPal shop since it interferes with my auctions.
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