Aug 2021
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Feb 2022
Aug 2023
E-junkie_GuruWebmaster & Support Guru
Feb '22

Unfortunately, PayPal's front-line customer service agents don't seem informed about technical issues reported to PayPal MTS, nor trained to handle any technical issues in general at all, and by all accounts their training seems to prioritize quick answers over correct or helpful ones.

As mentioned above here, we have reported this issue to PayPal MTS along with proof documenting the issue could only be occurring at their end, and they have confirmed that they are aware of and working to resolve the problem at their end.

mdgbv
Feb '22
dennis2

It's the same thing I got last year. But not true. It's PayPal's issue. If you look back in this thread, there is a solid explanation.

psxerholic
Feb '22

Hi there, due to this PP error I lost a few hundred dollars now. How does the claim process works with Paypal since it's their fault? Anyone with a success story ?????

mbw
Feb '22

Just an update. I'm having this problem also. PayPal customer support was no help, referred me to their technical support people. Received the response quoted below today. I'll follow up here when I hear more from PayPal

quote

I have determined this is related to a known issue and I have added you to the list of impacted accounts, so the issue can be resolved once a resolution is found. This ticket will be placed on an 'On Hold' status while we await a response from our Engineers on this issue. No further action is required of you at this time and I will follow up with you as soon as I know more.

end quote

mdgbv
Feb '22
psxerholic

We've been sending emails to customers indicating it's a PayPal issue and please PayPal us the shipping amount separately prior to us mailing them anything.

E-junkie_GuruWebmaster & Support Guru
Feb '22

Still no word from PayPal MTS about any progress or ETA on a fix at their end. :slight_frown: The ticket we opened with MTS is Case # 10167138.

universalsynergygroup
Feb '22

This is very frustrating I am losing money everyday as this continues. Is any one getting compensation from PayPal?

mathguy
Feb '22

Any updates? We keep losing money. How can a major ecommerce company get no response from PayPal? If this was a single consumer maybe, I don't get how you guys are not getting any responses!

So far my only options appear to be a massive editing of all my objects or moving to Stripe. Neither are really acceptable.

universalsynergygroup
Feb '22

I totally agree. This is the second time that this is happening. We are losing money every time with no compensation. Its very frustrating. I really hope PayPal sorts this out ASAP.

E-junkie_GuruWebmaster & Support Guru
Feb '22

I have followed up on our PayPal MTS ticket once again to ask them for an ETA on their resolution of the issue.

mathguy
Feb '22

Lost another hundred bucks in shipping today. This is ridiculous. Nothing?

universalsynergygroup
Feb '22

This issue is getting worse now almost every order does not include the shipping payment. There has to be something that can be done. I can not afford to keep going like this.

mdgbv
Feb '22
E-junkie_Guru

I have a friend at PayPal. I'm going to see if he can point me to a way to escalate. This is ridiculous.

mdgbv
Feb '22

And why is it not every transaction? It's about half for us right now.

humblepiecomics2020
Feb '22

This is insane!!!! Have been been going back and fourth all last night and today trying to figure out what is happening!!! Soo glad I checked the forums to see that it wasn't only me!!!!! We're getting hard earned money taken out of our pockets!!! Hope this gets resolved ASAP!!!

E-junkie_GuruWebmaster & Support Guru
Feb '22
1

We're still only getting vague assurances like this from PayPal MTS when we ask for a status update or ETA:

We are aware of this issue and our engineers are currently working on it. Will let you know once there is an update on the matter.

At this point, we'd like to reiterate a suggestion we made earlier in this thread, during the first time this issue occurred last year:

If you'd like to offer buyers a different checkout method, this help page lists all the payment services we support3; any of those will add a separate checkout button in your E-junkie Cart for buyers to pay directly with a card.

If you do this and also want to remove the PayPal checkout option from your E-junkie Cart until they resolve this issue, you can do that in your E-junkie Dashboard under Manage Seller Account > Edit Profile > More Payment Options > Show PayPal in shopping cart (unfortunately that can't be disabled if you're using PayPal Payments Advanced or Pro).

Of those services, we'd recommend Stripe1 in particular if you're based in any of the countries they support, as they're pretty quick to approve new accounts, very easy to set up with us, and don't even require buyers to enter their card billing address during checkout.

Better yet, if your site loads with an https:// URL and has our cart appearing as an overlay within your own sales pages3, our secure checkout screen for card payment can use the same overlay as our cart, which helps reassure buyers for better sales conversions.

healthyliving101
Feb '22
humblepiecomics2020

For me, Stripe is not an option. Last year they stopped me from using their payment processing service because they claimed that the industry that I am involved (I sell a dietary supplement) has a higher than average level of disputes and chargebacks. even though that has not been the case with my business.

healthyliving101
Feb '22

As stated below, PayPal support says their system is not to blame. And we who depend upon PayPal and e-Junkie are caught in the middle:

Please follow up with E-junkie for updates, as this is their integration issue with PayPal and not individual merchants. The issue is with their callback URL. Our developers will be updating them directly of outcome. Thank you for your patience and I hope you have a great weekend!

Sincerely,

Jeremy
Global Technical Support
PayPal, Inc.