Ebay & Propay problem
Accepting Propay has been going along well since we began using it in December 2008. We are experiencing our first problem with it which may be more an ebay problem than a Propay problem or maybe it belongs to both. Like when there have been Apple and Epson problems. They each blamed the other. I don't know yet but the real question is who is going to fix the problem regardless of the cause?
We have had an item purchased by a man in France. He tried to pay for it with Propay. Something happened. We don't know what. His transaction did not go through. He sent us an email telling us in French that he tried to pay with Propay but was unsuccessful and that he was sending payment to us some other way. We're not sure what other way he is sending payment as my French is rusty and I am not sure what one of his words in French meant. My handy dandy translator did not help. But that isn't the end of the story.
On our My Ebay Summary page, there is a shopping cart icon which indicates that checkout is complete on that item. I checked Propay. No payment has been received there. I called customer service at Propay. She checked and confirmed that no payment had been received. She said to call customer service at ebay and let them know that Propay had confirmed that no payment was received.
I called ebay and spoke with a customer service person and explained the situation: that we had not been paid and that our page on ebay is stating that we have been paid. The customer service rep looked at our listing. One suggestion he made was that we ask our customer in France to send us a copy of their bank statement showing payment if the payment went through. I explained that the customer agreed that the payment had not gone through and that if a customer had to send us a bank statement under these circumstances, that would not go over well. Nor would it speed up the solution to this issue.
I asked the ebay customer service rep to remove the shopping cart symbol from our transaction. He could not do that. He went and asked someone and was unable to do that. I suspect that this could be done very quickly by someone who knew how to do it but they don't want to go to that much trouble to go through the chain of command to find someone to do that. They'll just hope we get paid and that the problem goes away. He also suggested that we ask the customer to try to pay with Propay again. I said that I didn't think that would go over well either. Then he asked me if my problem was resolved. I said no, but that he had probably done the best that he could.
Our customer has said that he has sent payment. We're not sure of the method but we're waiting. Now on our eBay Summary page there is another icon showing for that transaction. There is a $ sign icon that represents that an item is paid. That accompanies the shopping cart icon that indicates that checkout is complete. Neither is correct.
Hopefully this story has a happy ending and the matter will be resolved satisfactorily. The simplest solution right now would be for ebay to communicate with Propay and determine that the item has not been paid for and then remove those icons that are indicating that it is paid. That would be within ebay's power to do. Or if it isn't, it should be!
Ginny
We have had an item purchased by a man in France. He tried to pay for it with Propay. Something happened. We don't know what. His transaction did not go through. He sent us an email telling us in French that he tried to pay with Propay but was unsuccessful and that he was sending payment to us some other way. We're not sure what other way he is sending payment as my French is rusty and I am not sure what one of his words in French meant. My handy dandy translator did not help. But that isn't the end of the story.
On our My Ebay Summary page, there is a shopping cart icon which indicates that checkout is complete on that item. I checked Propay. No payment has been received there. I called customer service at Propay. She checked and confirmed that no payment had been received. She said to call customer service at ebay and let them know that Propay had confirmed that no payment was received.
I called ebay and spoke with a customer service person and explained the situation: that we had not been paid and that our page on ebay is stating that we have been paid. The customer service rep looked at our listing. One suggestion he made was that we ask our customer in France to send us a copy of their bank statement showing payment if the payment went through. I explained that the customer agreed that the payment had not gone through and that if a customer had to send us a bank statement under these circumstances, that would not go over well. Nor would it speed up the solution to this issue.
I asked the ebay customer service rep to remove the shopping cart symbol from our transaction. He could not do that. He went and asked someone and was unable to do that. I suspect that this could be done very quickly by someone who knew how to do it but they don't want to go to that much trouble to go through the chain of command to find someone to do that. They'll just hope we get paid and that the problem goes away. He also suggested that we ask the customer to try to pay with Propay again. I said that I didn't think that would go over well either. Then he asked me if my problem was resolved. I said no, but that he had probably done the best that he could.
Our customer has said that he has sent payment. We're not sure of the method but we're waiting. Now on our eBay Summary page there is another icon showing for that transaction. There is a $ sign icon that represents that an item is paid. That accompanies the shopping cart icon that indicates that checkout is complete. Neither is correct.
Hopefully this story has a happy ending and the matter will be resolved satisfactorily. The simplest solution right now would be for ebay to communicate with Propay and determine that the item has not been paid for and then remove those icons that are indicating that it is paid. That would be within ebay's power to do. Or if it isn't, it should be!
Ginny
Comments