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| | | Author: | Liriel24  | | Posted: | Oct 10, 2021 08:27 | | Subject: | Platform PAID bug escalates into Paypal case | | Viewed: | 188 times | | Topic: | Problem Order | |
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| Hi
I'm in the middle of this case of a buyer (who has only 3 feedbacks and doesn't
seem to understand how the bricklink payment system works) that filed a Paypal
case against me saying that I claimed I didn't receve his payment and he
wants a full refund.
Here's what happened. The buyer paid directly through Paypal without using
the "PAY" button on the invoice. He is from the US. This caused a bug on the
Bricklink platform because I couldn't indicated on my side that I did receive
his payment.
So I write to him instructing him that he has to check the red box on his side
so that Bricklink can acknowledge his payment. In the meantime, I prepare the
order and ship it. I even send him a message that the order has been shipped
and reminding him what he has to do on his side for the red box.
The buyer decides to open a case on Paypal to get a full refund because he said
that I continue to claim that I didn't receive the payment. Obviously he
doesn't understand anything and does read his emails because I clearly acknowledged
receipt of his payment.
I defended my case on Paypal and I'm waiting for the verdict in a few days.
In the meantime, his order is still at packed on my side with the Payment status
button stuck on None and I cannot put it on Received because he didn't do
what I told him to do.
I already banned the buyer from ever buying again at my store. But I wanted the
admins of Bricklink to be aware of how far it can go because of that bug in the
Bricklink platform that doesn't acknowledge payment when it is done directly
through Paypal and not through their redirect system and when the buyer is somebody
who is not willing to do his part to help correct the problem on his side. Let
alone ask him to make a second payment through the platform so that I can cancel
the first problematic payment, he will definitely not do that.
Another thing is that the buyer will receive his parts in a few days and I'm
probably going to have to refund the payment if Paypal decides the buyer is right.
Which obviously he isn't but, who knows what can happen.
And I'm probably going to get myself an undeserved negative feedback from
him, which I will definitely reply but with little space for feedbacks and replies,
try to warn other sellers of what this buyer pulled through, it's going to
be a real challenge.
Admins, is there anything you could do on your side at least to debug this order
?
Thanks for reading. It's a very frustrating situation.
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| | | | | Author: | Brickwilbo | | Posted: | Oct 10, 2021 08:40 | | Subject: | Re: Platform PAID bug escalates into Paypal case | | Viewed: | 50 times | | Topic: | Problem Order | |
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| In Problem Order, Liriel24 writes:
| | Hi
I'm in the middle of this case of a buyer (who has only 3 feedbacks and doesn't
seem to understand how the bricklink payment system works) that filed a Paypal
case against me saying that I claimed I didn't receve his payment and he
wants a full refund.
Here's what happened. The buyer paid directly through Paypal without using
the "PAY" button on the invoice. He is from the US. This caused a bug on the
Bricklink platform because I couldn't indicated on my side that I did receive
his payment.
So I write to him instructing him that he has to check the red box on his side
so that Bricklink can acknowledge his payment. In the meantime, I prepare the
order and ship it. I even send him a message that the order has been shipped
and reminding him what he has to do on his side for the red box.
The buyer decides to open a case on Paypal to get a full refund because he said
that I continue to claim that I didn't receive the payment. Obviously he
doesn't understand anything and does read his emails because I clearly acknowledged
receipt of his payment.
I defended my case on Paypal and I'm waiting for the verdict in a few days.
In the meantime, his order is still at packed on my side with the Payment status
button stuck on None and I cannot put it on Received because he didn't do
what I told him to do.
I already banned the buyer from ever buying again at my store. But I wanted the
admins of Bricklink to be aware of how far it can go because of that bug in the
Bricklink platform that doesn't acknowledge payment when it is done directly
through Paypal and not through their redirect system and when the buyer is somebody
who is not willing to do his part to help correct the problem on his side. Let
alone ask him to make a second payment through the platform so that I can cancel
the first problematic payment, he will definitely not do that.
Another thing is that the buyer will receive his parts in a few days and I'm
probably going to have to refund the payment if Paypal decides the buyer is right.
Which obviously he isn't but, who knows what can happen.
And I'm probably going to get myself an undeserved negative feedback from
him, which I will definitely reply but with little space for feedbacks and replies,
try to warn other sellers of what this buyer pulled through, it's going to
be a real challenge.
Admins, is there anything you could do on your side at least to debug this order
?
Thanks for reading. It's a very frustrating situation.
|
With the Edit Order button you can change the payment status to completed yourself.
Bricklink can't collect any tax, if applicable, because of the offsite Paypal
payment.
You'll loose the Paypal dispute because you haven't shipped the order.
You can either ship the order asap or refund the Paypal offsite payment and request
payment by Paypal Onsite or just ship the order and apologise for the delay anyway.
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| | | | | | | Author: | Liriel24 | | Posted: | Oct 10, 2021 08:54 | | Subject: | Re: Platform PAID bug escalates into Paypal case | | Viewed: | 37 times | | Topic: | Problem Order | |
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| In Problem Order, Brickwilbo writes:
| | In Problem Order, Liriel24 writes:
| | Hi
I'm in the middle of this case of a buyer (who has only 3 feedbacks and doesn't
seem to understand how the bricklink payment system works) that filed a Paypal
case against me saying that I claimed I didn't receve his payment and he
wants a full refund.
Here's what happened. The buyer paid directly through Paypal without using
the "PAY" button on the invoice. He is from the US. This caused a bug on the
Bricklink platform because I couldn't indicated on my side that I did receive
his payment.
So I write to him instructing him that he has to check the red box on his side
so that Bricklink can acknowledge his payment. In the meantime, I prepare the
order and ship it. I even send him a message that the order has been shipped
and reminding him what he has to do on his side for the red box.
The buyer decides to open a case on Paypal to get a full refund because he said
that I continue to claim that I didn't receive the payment. Obviously he
doesn't understand anything and does read his emails because I clearly acknowledged
receipt of his payment.
I defended my case on Paypal and I'm waiting for the verdict in a few days.
In the meantime, his order is still at packed on my side with the Payment status
button stuck on None and I cannot put it on Received because he didn't do
what I told him to do.
I already banned the buyer from ever buying again at my store. But I wanted the
admins of Bricklink to be aware of how far it can go because of that bug in the
Bricklink platform that doesn't acknowledge payment when it is done directly
through Paypal and not through their redirect system and when the buyer is somebody
who is not willing to do his part to help correct the problem on his side. Let
alone ask him to make a second payment through the platform so that I can cancel
the first problematic payment, he will definitely not do that.
Another thing is that the buyer will receive his parts in a few days and I'm
probably going to have to refund the payment if Paypal decides the buyer is right.
Which obviously he isn't but, who knows what can happen.
And I'm probably going to get myself an undeserved negative feedback from
him, which I will definitely reply but with little space for feedbacks and replies,
try to warn other sellers of what this buyer pulled through, it's going to
be a real challenge.
Admins, is there anything you could do on your side at least to debug this order
?
Thanks for reading. It's a very frustrating situation.
|
With the Edit Order button you can change the payment status to completed yourself.
Bricklink can't collect any tax, if applicable, because of the offsite Paypal
payment.
You'll loose the Paypal dispute because you haven't shipped the order.
You can either ship the order asap or refund the Paypal offsite payment and request
payment by Paypal Onsite or just ship the order and apologise for the delay anyway
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Hi as stated in my issue, I did ship the order already and sent a message to
the buyer that the order was shipped.
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| | | | | | | Author: | Gaston.La.Brick | | Posted: | Oct 10, 2021 08:59 | | Subject: | Re: Platform PAID bug escalates into Paypal case | | Viewed: | 33 times | | Topic: | Problem Order | |
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| | | You'll loose the Paypal dispute because you haven't shipped the order.
You can either ship the order asap or refund the Paypal offsite payment and request
payment by Paypal Onsite or just ship the order and apologise for the delay anyway.
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OP mentioned the order was shipped, but he can't mark is as "shipped", since
the payment status (not paid) blocks the shipment status.
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| | | | | Author: | cosmicray | | Posted: | Oct 10, 2021 08:45 | | Subject: | Re: Platform PAID bug escalates into Paypal case | | Viewed: | 41 times | | Topic: | Problem Order | |
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| In Problem Order, Liriel24 writes:
| | Here's what happened. The buyer paid directly through Paypal without using
the "PAY" button on the invoice. He is from the US. This caused a bug on the
Bricklink platform because I couldn't indicated on my side that I did receive
his payment.
|
You claim it's a bug. If you offered offsite, and the buyer picked it, that's
not a bug. Only offer onsite, then they either go bug someone else, or they are
forced to let BL see the payment. If you configure for IC, then the invoice issue
goes away, because there is no invoice.
Nita Rae
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| | | | | | | Author: | Liriel24 | | Posted: | Oct 10, 2021 08:52 | | Subject: | Re: Platform PAID bug escalates into Paypal case | | Viewed: | 47 times | | Topic: | Problem Order | |
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| In Problem Order, cosmicray writes:
| | In Problem Order, Liriel24 writes:
| | Here's what happened. The buyer paid directly through Paypal without using
the "PAY" button on the invoice. He is from the US. This caused a bug on the
Bricklink platform because I couldn't indicated on my side that I did receive
his payment.
|
You claim it's a bug. If you offered offsite, and the buyer picked it, that's
not a bug. Only offer onsite, then they either go bug someone else, or they are
forced to let BL see the payment. If you configure for IC, then the invoice issue
goes away, because there is no invoice.
Nita Rae
|
I didn't offer offsite. My only payment method has always been Paypal onsite.
But I can't prevent people from going straight to Paypal and sending a payment
for "Goods and services".
Maybe I shouldn't have called it a bug but this offsite payment problem has
happened to me several times. Usually, buyers are willing to play their part
to correct it but this time it didn't work out.
I guess I'll just have to state in my terms that all offsite payment will
systematically be refunded and only onsite payment will be accepted. But I had
that problem on my part as well as a buyer. The offsite redirection system didn't
work and I had to pay offsite. I'm not blaming anyone here, just trying to
find a solution to avoid those problems.
Thanks
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| | | | | | | | | Author: | yorbrick | | Posted: | Oct 10, 2021 09:32 | | Subject: | Re: Platform PAID bug escalates into Paypal case | | Viewed: | 46 times | | Topic: | Problem Order | |
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| In Problem Order, Liriel24 writes:
| | In Problem Order, cosmicray writes:
| | In Problem Order, Liriel24 writes:
| | Here's what happened. The buyer paid directly through Paypal without using
the "PAY" button on the invoice. He is from the US. This caused a bug on the
Bricklink platform because I couldn't indicated on my side that I did receive
his payment.
|
You claim it's a bug. If you offered offsite, and the buyer picked it, that's
not a bug. Only offer onsite, then they either go bug someone else, or they are
forced to let BL see the payment. If you configure for IC, then the invoice issue
goes away, because there is no invoice.
Nita Rae
|
I didn't offer offsite. My only payment method has always been Paypal onsite.
But I can't prevent people from going straight to Paypal and sending a payment
for "Goods and services".
Maybe I shouldn't have called it a bug but this offsite payment problem has
happened to me several times. Usually, buyers are willing to play their part
to correct it but this time it didn't work out.
I guess I'll just have to state in my terms that all offsite payment will
systematically be refunded and only onsite payment will be accepted. But I had
that problem on my part as well as a buyer. The offsite redirection system didn't
work and I had to pay offsite. I'm not blaming anyone here, just trying to
find a solution to avoid those problems.
Thanks
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There is a simple work around. Use a different email address for PayPal and bricklink.
Then don't accept any payments sent to the bl email address.
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| | | | | | | | | | | Author: | Liriel24 | | Posted: | Oct 10, 2021 11:18 | | Subject: | Re: Platform PAID bug escalates into Paypal case | | Viewed: | 44 times | | Topic: | Problem Order | |
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| In Problem Order, yorbrick writes:
| | In Problem Order, Liriel24 writes:
| | In Problem Order, cosmicray writes:
| | In Problem Order, Liriel24 writes:
| | Here's what happened. The buyer paid directly through Paypal without using
the "PAY" button on the invoice. He is from the US. This caused a bug on the
Bricklink platform because I couldn't indicated on my side that I did receive
his payment.
|
You claim it's a bug. If you offered offsite, and the buyer picked it, that's
not a bug. Only offer onsite, then they either go bug someone else, or they are
forced to let BL see the payment. If you configure for IC, then the invoice issue
goes away, because there is no invoice.
Nita Rae
|
I didn't offer offsite. My only payment method has always been Paypal onsite.
But I can't prevent people from going straight to Paypal and sending a payment
for "Goods and services".
Maybe I shouldn't have called it a bug but this offsite payment problem has
happened to me several times. Usually, buyers are willing to play their part
to correct it but this time it didn't work out.
I guess I'll just have to state in my terms that all offsite payment will
systematically be refunded and only onsite payment will be accepted. But I had
that problem on my part as well as a buyer. The offsite redirection system didn't
work and I had to pay offsite. I'm not blaming anyone here, just trying to
find a solution to avoid those problems.
Thanks
|
There is a simple work around. Use a different email address for PayPal and bricklink.
Then don't accept any payments sent to the bl email address.
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Hi Thanks. Somebody else gave me that advice as well. I didn't know about
it before. But I just changed my address on BL for an address with no link to
Paypal. Hopefully it will work out better in the future.
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| | | | | | | | | | | | | Author: | cosmicray | | Posted: | Oct 10, 2021 11:45 | | Subject: | Re: Platform PAID bug escalates into Paypal case | | Viewed: | 37 times | | Topic: | Problem Order | |
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| In Problem Order, Liriel24 writes:
| | Hi Thanks. Somebody else gave me that advice as well. I didn't know about
it before. But I just changed my address on BL for an address with no link to
Paypal. Hopefully it will work out better in the future.
|
While isolating the payment away from your primary PayPal account, that does
not prevent them (the customer) from attempting a payment to the other address,
It will just sit there as unclaimed. PayPal will (happily) allow a payment to
be initiated to any email address (other than ones they have blocked).
The only way to totally eliminate this, is to move towards IC, and away from
manual invoicing.
Nita Rae
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| | | | | | | | | Author: | cosmicray | | Posted: | Oct 10, 2021 10:22 | | Subject: | Re: Platform PAID bug escalates into Paypal case | | Viewed: | 40 times | | Topic: | Problem Order | |
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| In Problem Order, Liriel24 writes:
| | In Problem Order, cosmicray writes:
| | In Problem Order, Liriel24 writes:
| | Here's what happened. The buyer paid directly through Paypal without using
the "PAY" button on the invoice. He is from the US. This caused a bug on the
Bricklink platform because I couldn't indicated on my side that I did receive
his payment.
|
You claim it's a bug. If you offered offsite, and the buyer picked it, that's
not a bug. Only offer onsite, then they either go bug someone else, or they are
forced to let BL see the payment. If you configure for IC, then the invoice issue
goes away, because there is no invoice.
Nita Rae
|
I didn't offer offsite. My only payment method has always been Paypal onsite.
But I can't prevent people from going straight to Paypal and sending a payment
for "Goods and services".
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It's a feature. You allowed them to create an order without simultaneous
payment. That is how you got into this corner. Had you only offered Onsite, with
IC, they would have had no way to get where they got to. You may have reasons
why you want manual invoicing with onsite, but those same reasons painted the
path thru the maze.
Nita Rae
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| | | | | | | | | Author: | cosmicray | | Posted: | Oct 10, 2021 10:57 | | Subject: | Re: Platform PAID bug escalates into Paypal case | | Viewed: | 31 times | | Topic: | Problem Order | |
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| In Problem Order, Liriel24 writes:
| | In Problem Order, cosmicray writes:
| | In Problem Order, Liriel24 writes:
| | Here's what happened. The buyer paid directly through Paypal without using
the "PAY" button on the invoice. He is from the US. This caused a bug on the
Bricklink platform because I couldn't indicated on my side that I did receive
his payment.
|
You claim it's a bug. If you offered offsite, and the buyer picked it, that's
not a bug. Only offer onsite, then they either go bug someone else, or they are
forced to let BL see the payment. If you configure for IC, then the invoice issue
goes away, because there is no invoice.
Nita Rae
|
I didn't offer offsite. My only payment method has always been Paypal onsite.
But I can't prevent people from going straight to Paypal and sending a payment
for "Goods and services".
I'm not blaming anyone here, just trying to find a solution to avoid those problems.
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Then offer only Stripe. There is no offsite for Stripe [1], it's only works
thru BL.
Nita Rae
[1] and yes, I'm ignoring the ability to generate a manual invoice from
Stripe, because that is not part of this story.
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| | | | | | | Author: | Gaston.La.Brick | | Posted: | Oct 10, 2021 09:02 | | Subject: | Re: Platform PAID bug escalates into Paypal case | | Viewed: | 40 times | | Topic: | Problem Order | |
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| | | You claim it's a bug. If you offered offsite, and the buyer picked it, that's
not a bug. Only offer onsite, then they either go bug someone else, or they are
forced to let BL see the payment. If you configure for IC, then the invoice issue
goes away, because there is no invoice.
Nita Rae
|
Maybe not a bug, but more a gap in the functional flow (states in order can be
in, and who can change order states).
I understand the OP, as I think a seller should be able to mark an order as "Paid",
regardless of the initial payment method chosen and regardless of the actual
payment method used.
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| | | | | | | | | Author: | Brickwilbo | | Posted: | Oct 10, 2021 09:20 | | Subject: | Re: Platform PAID bug escalates into Paypal case | | Viewed: | 35 times | | Topic: | Problem Order | |
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| In Problem Order, Gaston.La.Brick writes:
| | | | You claim it's a bug. If you offered offsite, and the buyer picked it, that's
not a bug. Only offer onsite, then they either go bug someone else, or they are
forced to let BL see the payment. If you configure for IC, then the invoice issue
goes away, because there is no invoice.
Nita Rae
|
Maybe not a bug, but more a gap in the functional flow (states in order can be
in, and who can change order states).
I understand the OP, as I think a seller should be able to mark an order as "Paid",
regardless of the initial payment method chosen and regardless of the actual
payment method used.
|
Order Payment Status Helppage: https://www.bricklink.com/help.asp?helpID=121
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| | | | | | | | | | | Author: | Liriel24 | | Posted: | Oct 10, 2021 11:17 | | Subject: | Re: Platform PAID bug escalates into Paypal case | | Viewed: | 29 times | | Topic: | Problem Order | |
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| Hi, thanks I'm aware and I have the second column for the payment status.
But I cannot change it from None to Received.
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| | | | | Author: | Emporiosa | | Posted: | Oct 10, 2021 08:46 | | Subject: | Re: Platform PAID bug escalates into Paypal case | | Viewed: | 37 times | | Topic: | Problem Order | |
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| In Problem Order, Liriel24 writes:
| |
Admins, is there anything you could do on your side at least to debug this order
?
Thanks for reading. It's a very frustrating situation.
|
What it sounds like, since I only see onsite methods enabled for your store,
is that your PayPal account matches the e-mail you're using on BL. I'd
recommend changing them so that if they try to send payment to the email address
you use on here, it'll say it's not setup for PayPal. That will enforce
that they use the PAY button and do it onsite as they won't know what email
address is associated to your PayPal.
From when I first had this issue with the US (where I used the same e-mail),
the only way to fix that problem normally is to refund the buyer and instruct
that they are to use the PAY button. It sucks because you lose on the fees, but
it's the only way to ensure BL gets the taxes because now you have the US
taxes in your payment, but no way to get it to BL (unless they can invoice you
or something along those lines).
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| | | | | Author: | zorbanj | | Posted: | Oct 10, 2021 09:14 | | Subject: | Re: Platform PAID bug escalates into Paypal case | | Viewed: | 36 times | | Topic: | Problem Order | |
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| Go to your post office immediately and ask to have the package returned to you.
In Problem Order, Liriel24 writes:
| | Hi
Another thing is that the buyer will receive his parts in a few days and I'm
probably going to have to refund the payment if Paypal decides the buyer is right.
Which obviously he isn't but, who knows what can happen.
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| | | | | | | Author: | Liriel24 | | Posted: | Oct 10, 2021 11:16 | | Subject: | Re: Platform PAID bug escalates into Paypal case | | Viewed: | 34 times | | Topic: | Problem Order | |
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| In Problem Order, zorbanj writes:
| | Go to your post office immediately and ask to have the package returned to you.
In Problem Order, Liriel24 writes:
| | Hi
Another thing is that the buyer will receive his parts in a few days and I'm
probably going to have to refund the payment if Paypal decides the buyer is right.
Which obviously he isn't but, who knows what can happen.
|
|
Hi
Thanks for the advice but the package was shipped on Thursday. They don't
have it anymore at the post office. And since it's not tracked (my mistake),
I really doubt they can retrieve it.
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| | | | | | | | | Author: | zorbanj | | Posted: | Oct 10, 2021 12:12 | | Subject: | Re: Platform PAID bug escalates into Paypal case | | Viewed: | 33 times | | Topic: | Problem Order | |
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| You can have the package returned to you regardless of where it is physically
located. Here in the US the package can be returned at any point before delivery
day. There may be a fee for this "service."
The above is moot without tracking. I'm sorry to tell you this, but you will
lose the PayPal case if you don't have a tracking number.
In Problem Order, Liriel24 writes:
| | In Problem Order, zorbanj writes:
| | Go to your post office immediately and ask to have the package returned to you.
In Problem Order, Liriel24 writes:
| | Hi
Another thing is that the buyer will receive his parts in a few days and I'm
probably going to have to refund the payment if Paypal decides the buyer is right.
Which obviously he isn't but, who knows what can happen.
|
|
Hi
Thanks for the advice but the package was shipped on Thursday. They don't
have it anymore at the post office. And since it's not tracked (my mistake),
I really doubt they can retrieve it.
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| | | | | Author: | Brick.Door | | Posted: | Oct 10, 2021 13:48 | | Subject: | Re: Platform PAID bug escalates into Paypal case | | Viewed: | 44 times | | Topic: | Problem Order | |
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| You can't change the order status from Pending to Paid, but you can change
it from Pending to Ready. And then you can change it from Ready to Paid.
That's what I do when I receive a payment but the buyer didn't change
the order status (and it wasn't done automatically through onsite payment).
Then once the order is shipped, change the status from Paid to Shipped just like
any other other.
I would suggest you do that, email the buyer telling them you found the payment
and updated Bricklink, order is on its way, sorry for the confusion and and please
cancel the Paypal claim.
Although they are unlikely to cancel it until the package is actually received.
So you may have to see that Paypal claim hanging over your head for a few days.
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| | | | | | | Author: | Liriel24 | | Posted: | Oct 24, 2021 08:13 | | Subject: | Re: Platform PAID bug escalates into Paypal case | | Viewed: | 64 times | | Topic: | Problem Order | |
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| In Problem Order, Brick.Door writes:
| | You can't change the order status from Pending to Paid, but you can change
it from Pending to Ready. And then you can change it from Ready to Paid.
That's what I do when I receive a payment but the buyer didn't change
the order status (and it wasn't done automatically through onsite payment).
Then once the order is shipped, change the status from Paid to Shipped just like
any other other.
I would suggest you do that, email the buyer telling them you found the payment
and updated Bricklink, order is on its way, sorry for the confusion and and please
cancel the Paypal claim.
Although they are unlikely to cancel it until the package is actually received.
So you may have to see that Paypal claim hanging over your head for a few days.
|
In my case this didn't work. Even when setting it to Ready, I couldn't
change it to Paid afterwards. The payment status is still stuck.
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| | | | | | | | | Author: | jennnifer | | Posted: | Oct 24, 2021 13:09 | | Subject: | Re: Platform PAID bug escalates into Paypal case | | Viewed: | 41 times | | Topic: | Problem Order | |
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| In Problem Order, Liriel24 writes:
| | In Problem Order, Brick.Door writes:
| | You can't change the order status from Pending to Paid, but you can change
it from Pending to Ready. And then you can change it from Ready to Paid.
That's what I do when I receive a payment but the buyer didn't change
the order status (and it wasn't done automatically through onsite payment).
Then once the order is shipped, change the status from Paid to Shipped just like
any other other.
I would suggest you do that, email the buyer telling them you found the payment
and updated Bricklink, order is on its way, sorry for the confusion and and please
cancel the Paypal claim.
Although they are unlikely to cancel it until the package is actually received.
So you may have to see that Paypal claim hanging over your head for a few days.
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In my case this didn't work. Even when setting it to Ready, I couldn't
change it to Paid afterwards. The payment status is still stuck.
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Are you certain you tried to do this from the Edit Order page and not from the
Orders Received page?
Jen
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Canada, Quebec
Netherlands, Gelderland
Belgium
USA, Florida
United Kingdom, England
