posted on October 24, 2000 11:57:34 AM new
I'm sure this topic has been discussed, and I am VERY surprised with the amount of discussion PayPal has here.
Yesterday, I had a customer who accidentally paid twice using PayPal. The fee assessment charges were immediately taken. I have no problem refunding the amount, but why do I have to pay for the fee assessment for an innocent error? And how do go about refunding the amount less the fee, now that is plain tacky to me!
Here is the copy of the correspondence I had with them yesterday. I was in a tizzy over $.13. But what exactly is PayPal trying to portray?
"I spoke to someone at PayPal today. Unfortunately, the representative
that I spoke to was very rude in correcting this unfortunate event. Although, I did get everything straightened out with a very helpful business program representative, Yudel. He was apologetic for the first representative's behavior which I thought was totally uncalled for and most unprofessional. When I asked to speak to her superior, she denied my access saying "he is on another line." After a numerous attempts to get around her, she abruptly responded with "FINE!" and placed me on hold for over five minutes. At that point I came to the conclusion that she placed me there infinitely.
I believe a company that stands behind it's no fee assessment refund whatsoever policy is weak. It doesn't say anything for what the company stands for. A simple error is a profit in a business' pockets? The
consumer and merchant must pay regardless? Think about this. It's the principle. If PayPal believes that customer and merchant satisfaction is as important, a simple correction of $.13 would be instantly credited and EVERYONE in this transaction is happy. I sometimes wonder if everything stops at customer relations level or does it ever get up to upper management or even executive level to figure out what is more
important. Integrity, honesty, doing what is right. Bending the rules for what's right IS the right thing to do.
I have utilized the services of PayPal since April. Up till now, I have been very happy with the services PayPal has provided. It was an adjustment to have the fee assessment taken after each transaction, but that's all right for any transaction that requires a fee assessment. However, it's the merchant's who relies on PayPal for the transactions.
It's the customers who relies that PayPal will process the payment to receive the products. Why is PayPal hurting both the consumer & merchant for utilizing PayPal? I am thankful, that Yudel was able to correct this situation by promising to refund the assessed funds of $.13. I believe he fully understands what positions we are faced with.
Not some "no refund" policy. I believe, if something is worth fighting for, it's worth it. Your representive hit it on the nail. Customer, merchant satisfaction. Yes, he asked me to fully refund the transaction
and in two business days a credit should be applied to my account. That is why a refund is in place.
By PayPal not correcting the exchange would make me wonder what the company really stands for. What is the bottom line? And as a merchant, I wonder if PayPal would be the right credit card transaction company
for not fully re-evaluating a simple error, but to stick to company policy and giving us a form letter. Before any automated responses are sent, please think what is important. I welcome any input. I value a
well-thought out response, not some form letter with an inexperienced customer representative.
Regards,
Noriko XXXX
Premier Acount Holder
PayPal Business Program wrote:
> Dear Ms. XXXX,
>
> Thank you for contacting PayPal.
>
> In reviewing your account the double payment has been refunded to
> the buyer. Unfortunately, the fee assessed is not refundable.
>
> If you have any further questions, please feel free to contact us
> again.
>
> Sincerely,
> Brenda
> PayPal Customer Service
> ===========================================
> We at PayPal would like to know how well this response
> accommodated your request. Click on the appropriate link to send
> your feedback. We welcome your comments.
"I was in a tizzy over $.13. But what exactly is PayPal trying to portray?"
Well, remember my relating the story of my friend's encounter with PayPal "customer service"? Three calls, all with conflicting information on the six month $500 limit? And how he refused to provide them with his bank account number?
WELL, after those phone calls PayPal fraudulently converted his account to a "business" status.
He then received a refund from a seller who never shipped an item he won in auction about six weeks ago.
The refund of $6.25 resulted in a FEE of $0.12 to the account.
posted on October 24, 2000 01:02:53 PM new
Very interesting, especially since Damon has ben telling everyone here and elsewhere that the fees are not refundable.
How about it, Damon? Was that another Paypal lie?
Another Paypal policy that changes from hour to hour?
Another case of everyone at Paypal working from a diferent "cut and paste" sheet?
posted on October 24, 2000 01:06:07 PM new
Maybe PayPal should take a look at Amazon Payments' model. It allows for partial/full customer refunds AND credits the merchant with the fees for the amount refunded.
It works so well and is so simple. I wish Amazon Payments was available for any auction site!
posted on October 24, 2000 01:24:06 PM new
dimview,
I tried to look for your friend's post and couldn't locate it. I just saw your "widget" post. I hope you got that resolved! I would have contacted the seller immediately.
damon,
I know you haven't had a chance to jump into this discussion but I really wonder if the upper management is seeing these horrible experiences these consumer/merchants are going through. And if so, why aren't we being heard? Why isn't PayPal incorporating some of these reoccurring problems so that the relationship between the three can run smoothly? Just reading what is taking place here really is a bad visualization for PayPal.
PayPal, you did us great justice by having a $5 incentive for new accounts. If you want to keep us, some policies needs to change!
I will keep everyone posted about that $.13.
Hooray for Yudel! He's the only one who understands.
My friend doesn't post messages here or anywhere else. I just thought it was comical in a pathethic sort of way that PayPal grabs every penny they can.
My "widget thingie" -- okay, it was a rather scarce collectible -- post was a kind of tongue-in-cheek story based on a real auction I had won and how it would be possible for me to cause all kinds of problems for them at eBay and PayPal simply by taking advantages of all the loopholes.
I did get my widget thingie. The label had fallen off the box at the seller's rural post office. Seller repackaged and remailed. Arrived in just a few days. Gave it as a gift.
posted on October 24, 2000 01:50:34 PM new
vargus,
Amazon sounds like they have a fabulous customer service! Hooray for Amazon, they know how to treat a customer/merchant.
I am going to sign up with Exchangepath (wow, a CMGI company). Looks like today is the last day for the $10 bonus sign up! I'm leaving my options open.
posted on October 25, 2000 07:42:17 AM new
UPDATE: 10/25/00
You've got cash!
PayPal Credit just sent you money with PayPal.
Amount: $0.14
They complied. I just verified that the funds did transfer. Thank you, PayPal. A simple correction would have handled this situation immediately. A policy change is in order though. Remember that customer satisfaction is what keeps you in business. As merchants and the consumer, we are it. Thank you for finally taking the time to credit my account. I'm still waiting to hear back!
The fact of the matter was ... even though my customer paid twice, it's not my money, it's not PayPal's money. It's hers rightfully. And neither should the expense come out of my pockets, or hers.
I know my situation here was miniscle. Regardless of what expense was at hand here, I still think we need to be heard. We need to let PayPal hear loud and clear that non-refundable isn't necessarily so.
posted on October 25, 2000 09:59:55 AM new
How many MONTHS ago did we ask PP for some way to accept/reject payments (like almost every other service has)? Why do you think it's taking so long? Because this lets PP asess fees even on double payments. This lets PP accept money even if your account is restricted. By the way, if you accept credit cards directly and you refund a customer, the fee you were charged is also refunded. The CC company does not keep any fees on a refund. http://www.ygoodman.com [email protected]
