posted on July 16, 2003 10:14:09 AM new
HELP. My vendio checkout with paypal has been working fine until the new ebay page. Now the people try to pay by paypal and the transactions don't log in with a transaction number. There is also no record of the payment at either paypal or the transaction # on the Vendio post sale invoice even though it is marked paid. The customers go through the whole checkout fiasco and find they haven't really paid. All my settings are the same as when it has worked without problems before. My settings at paypal for payment preferences are also correct with the vendio checkout bypass code enabled for alternate payments from the send money tab.
In addition, Vendio is now adding sales tax to out of state purchases and I have set my defaults at no tax calculation (I don't take same state purchases so have no need for tax). I have 2 very very unhappy customers within the last 12 hrs. I wrote customer service online yesterday but this is not getting corrected fast enough. I need the paypal link to work with my checkout (yes they know to click the logo on he last page) and the tax calculation dropped as a default. See my post sale customer invoices for auctions #3232859761 and #3231945110. Please answer as quickly as feasible because I don't know what to tell these people who are emailing me and Vendio is getting a very bad reputation for incompetence--and unfortunately being associated with you I look no better.
Thanks.
posted on July 16, 2003 10:43:53 AM new
Hello there,
I will have to look into the Paypal issue - it is possible that something has changed in the process that is creating this problem. Can you provide us with some item numbers so we can take a look?
As for the sales tax issue, we do not automatically add sales tax and never have in the past. It is probably coincidental that you have had this problem recently. I checked your preferences, and you have the sales tax option enabled, with some text that explains you don't accept sales tax. If you have the sales tax box checked, what happens is that all of your customers will be presented with a tax menu selector that is set to 0.00 - they have to manually select a tax amount. Probably, most customers read the message and do not set the tax, but there may be some that don't read the message or apply tax by mistake. In order to avoid this, I would recommend unchecking the tax option and inserting the disclaimer that you cannot sell to an OK customer elsewhere.
posted on July 16, 2003 02:13:36 PM new
Hi Diana. Thanks for the quick reply back. I see what you mean about the sales tax. Most realize they don't owe tax if they are out of state and this lady did not. Unfortunately there isn't a better or another place to deal with that. If I disable the sales tax option even beyond a zero due setting, will the default text still show up? Actually there are many good places to deal with it, but Vendio's limitation on characters in the template heading spaces often preclude it. There are all sorts of things I would like on my store home page, for instance.
When I described what the paypal problems were I included two item numbers as illustrations when I sent the help request in the community thread you are answering. What did you find when you checked those out? It is very frustrating to write for assistance and have the information we provide be met with a request back for the very info that was already just sent. It makes it hard not to feel like you don't really read our emails--just jump at the first or easiest item and punt the rest by throwing it back into another email cycle pretending we didn't send enough information. Please see the initial post for those 2 item numbers and take a look.
After I generated the first post, one of the customers has been able to access payal apparently via the checkout today and an email from paypal confirming her e-check in process has arrived, but the vendio invoice still doesn't have the payal transaction number (and the other customer hasn't been able to pay at all yet).
The common denomenator new to both of these is that the paypal transaction number is no longer recording on the Vendio invoices during the Vendio checkout process. It seems that before there was mutual data transmission between paypal and vendio before the vendio system generated the post sale invoice data, and this apparently has been disrupted. After you check out the 2 item numbers in the original post, go to these other 2 of mine where everything worked well and you can see what I mean by comparison (3231066993 and 3221379377). As you can see they both have the paypal transaction numbers recorded as part of the checkout data on the payment line to the left of the amount of $$$ paid. The first is still active in my post sale currently, and the second I dredged up from completed archives back onto my post sale screen so you could see it. Hope that helps.
I really appreciate anything that can be done about this because I won't be comfortable listing any more auctions until I know my customers can check out reliably.
Thanks.
posted on July 16, 2003 02:48:55 PM new
Sorry for the misunderstanding with the number request.
I checked your item numbered 3232859761, and it looks like the steps were all marked off manually. That is to say, all of the steps are showing as completed on the exact same day, the 14th. Did the WBN send, then they responded, the item was marked as paid, and you printed the postage all the same day?
I guess we are just confused as to what the actual issue is exactly. That the transaction number is not coming along with the payments, but that your items are automatically being marked as paid regardless?
Or is the issue that we mark the item as paid, but your Paypal account does not show any payment from that buyer?
As you know, regardless if the buyer goes through the checkout process, if they do not click on the link to send money via PayPal and complete the transaction fully at PayPal, there is no indication given to them that any payment has successfully been made. The only place where they would be told such is via PayPal directly, and then only when they actually submitted the funds to you. Where is it that you feel your buyers may be mislead into thinking they have made payment correctly when they have not done so?
After testing this some more, I have found that we are not currently picking up the payments and marking the items as paid in post sale, but the totals that show up at PayPal appear to be correct from what the Vendio checkout shows, and when we check at PayPal directly the payments appear there as well.
So it seems that everything is working minus the mailstep/vendio.com option where we mark your items as paid when they submit payment via PayPal to those addresses.
posted on July 16, 2003 05:44:34 PM new
Hi Christopher. Let me answer your 2 email replies separately.
1) For the auction ending in 9761 you mentioned, the WBN did go out automatically, the customer checked out the same day, and I came to the computer with numbers 1, and 2 and I think 3 also were blued out as part of the automatic post sale process. When I viewed the customer checkout I missed that the transaction number was gone from the $$$ line (I had taken it for granted and not really known to notice that previously). Everything seemed in order--payal payment was noted, the payment sum was subtracted from the balance due, and it appeared that everything was finished. So I sent the customer a thank you for the fast payment and quick checkout as an edit of the payment received email option, printed out the invoice and mailing label and prepared to wrap and ship. I'm sorry but I can't remember if button 3 was automatically blued out before I sent the payment received letter--I think it was.
Anyway, I got delayed that night and couldn't get to the post office so fortunately for me the item didn't get shipped the same day. This morning I logged on to find an email from the customer asking if I was sure I had gotten paid because she went through the whole checkout rigamarole and got her Vendio form, but not only did no paypal email confirmation arrive but also she couldn't locate any record of the transaction in her account at paypal. I couldn't find any record of the money transfer at paypal in my account either. Almost coincident with that discovery another customer went through checkout and I got the paid statement without a transaction number and no paypal notice within the time I usually get them, so I generated the first post. Since then the notice from paypal has come through for the second one this morning, but the one ending in 9761 is still boondoggled. As of this writing the second one now is listed in my paypal account but there is still no record of the 9761 transaction there.
so--in answer to your first email's set of questions for the -9761 auction about which one is the issue, the issue is all three: the transaction number is not coming along with the payments, and the items are being marked paid regardless, and the paypal accounts do not reflect the transaction. Why are the transaction numbers now not arriving on the post sale invoice?
2) In your second email the problem is the opposite of your conclusion. It is not that the item has been paid and is not being marked correctly and missed by mailstep. If that is a problem I'm glad it got discovered as a byproduct of something I asked, but that doesn't affect me. I have CM and postsale integration--I don't use mailstep. The problem is the item is being marked paid when it has not been paid.
The customer wanted her item really fast and essentially checked out and paid instantly. It is now 2 days later and I still can't ship the item. I don't know if she will go through the checkout again, and I have my paypal send money tab re-routed to the Vendio checkout anyway. I have offered to her to disengage my checkout re-routing temporarily at paypal so she can pay me directly there, but she's not even writing me back anymore.
This is really a terribly negative situation with Vendio for both of us. I can't even complete the checkout for her. Surely with all the error prompts built into the checkout system someone at vendio could have thought of a checkout error prompt if a customer selects a payment option and tries to exit without paying!
Thanks.
Sorry for all of the back and forth on this issue.
I misspoke, both of my test items did eventually both mark the items as paid, and included the transaction number at PayPal.
The very bottom line with this issue is that if you do not have a record of the transaction at PayPal, they never made the payment.
Now we just need to figure out if you marked the item as paid when you were going through the process, or if somehow the item was marked as paid automatically but without the transaction number. Unfortunately, the only way to know if this is the case or not is if it happened again.
By the way, if a customer exists the checkout process before they get to the page where you click to 'confirm' - then step 2 will not darked. You cannot mark step 2 as complete without getting to the page where we provide the link to PayPal. It is of course still up to the buyer to actually visit PayPal to submit payment.
posted on July 16, 2003 10:11:00 PM new
Hi Christopher. Thanks--I'm just glad to have someone help.
Obviously the bottom line for paypal is apparent-if there's nothing at paypal they haven't paid. I can tell you for certain that it was not I who marked the item as paid. When I arrived at the buyers account via 'view checkout' the payment had been entered as paid by Vendio, but there was no paypal transaction number associated with it. The customer did in fact use the checkout correctly and click on the paypal logo. She just wrote me about what happened with the checkout and went back to paypal directly and that has now worked nearly properly in that I have received the paypal payment confirmation from paypal, but the transaction number that should have appeared next to the payment on her post sale Vendio payment record is still absent. The bottom line here is that she was able to make the payment via the paypal site directly but not via the vendio checkout, and post sale has no indication it was a paypal payment even with the completed transaction at paypal. The other of the 2 initial numbers I originally cited also is missing the transaction number/paypal designation and the transaction recognition and confirmation by paypal was delayed considerably.
What that means is that even if paypal is having problems the vendio checkout also has a recurring new problem--otherwise the transactions would be delayed or faulty but when they came through they would have the transaction data, and they don't. I think when the engineers look, it will be somehow tied to the non-appearance of the transaction data. Neither customer who paid by paypal has had the paypal designation come into Vendio attached to the payment like it usually is (no paypal reference at all, in fact). It may be a paypal side integration problem, but it is causing some havoc in the post sale vendio schema, and that makes it a vendio problem also.
Since the malfunction does appear to be somewhere involving a disrupted integration between vendio and paypal for the paypal linked usage in the vendio checkout, I'm copying and pasting her email this evening she wrote back plus my original email to her so you can see them both and get an idea of why I started the post after I wrote her this morning what is pasted in below her reply. Perhaps your computer gurus there could re-examine the paypal-vendio integration. It doesn't really matter on this end where the problem originates, the bottom line is that the vendio checkout is not working adequately for my paypal customers for the last 2-3 days, and the vendio post sale invoice accounting is missing both the transaction site and number data even when they go through.
Thanks.
---
Hi Joy,
I actually did get to the Paypal site through
the Vendio site and got so far as clicking
the botton to send the payment but the site
was reloading very slowly. I think it didn't
actually make the payment. I think the best
thing to do would be to just go to Paypal and
try again. I'll do that now, please let me
know when you recieve the new payment.
Oh, and Carrie is my actual name but I use
Ivanova as my screen name
v/r,
Carrie "Ivanova"
---
Visit my homepage @
www.angelfire.com/tv/ivanova
"IF I WEREN'T CRAZY, I WOULD GO INSANE"
On Wed, 16 Jul 2003 09:19:25
Passed To The Present wrote:
>
>Hi Carrie/Ivanova
>
>In looking into the paypal thing for this
auction, there is a little
>notice during the checkout right under the
drop-down menu for selecting
>paypal that says: "Clicking 'Continue' will
not trigger payment
>automatically to the seller. There will be a
link to the payment service
>you selected on the following page." After
you selected paypal and hit
>"Continue" there should have been a big
paypal logo on the next page for
>you to click that took you directly to the
payapal site to pay. Do you
>happen to remember if you clicked the paypal
logo to get to the paypal
>site link integrated with my checkout?
>
>If you just selected the paypal dropdown
choice but never clicked the
>logo link on the next page it would
theoretically be possible for Vendio
>to record the Paypal menu selection even
though you never actually
>completed the process to arrive at paypal.
The reason I think that is
>what probably happened is because the paypal
payment adjustment applied
>to your statement by Vendio does not have
the Paypal transaction
>confirmation number included like it usually
does. That is also what
>triggers the account information on our
paypal accounts to reflect the
>payment. If you know for sure you clicked
the big paypal logo on the
>last page and it didn't work, do let me
know-- but as far as I can see I
>have all my links set up OK if it had been
clicked.
>
>What I would suggest to fix this is just go
to the paypal site and pay
>the way you normally would and let me know
what happens. The send money
>tab may re-route you back to my checkout and
if so hopefully your info
>is already pre-filled out. Just click the
same postage and paypal
>choices again or leave them in place and hit
the "Continue" buttons to
>get to the final page where you can click
the paypal logo on the page
>after the one with the paypal drop down menu
and it should work. If you
>know for sure that you clicked the Paypal
logo on the first time around,
>email me back first. If necessary I can
temporarily disable the checkout
>block on the direct paypal send money tab so
you can pay me off the send
>money tab on the paypal site. I'll then work
out any problems I have
>with Vendio or Paypal without you ending up
in the middle if I still
>have any. Hopefully that won't be
necessary-- I think you just didn't
>click the logo.
>
>Sorry for the inconvenience. If I could
save you the effort by going to
>paypal or the paypal logo in my checkout and
doing it for you I would.
>
>Thanks again,
>Joy, in Tulsa
>Passed To The Present
