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.
I have followed up on our PayPal MTS ticket once again to ask them for an ETA on their resolution of the issue.
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.
I have a friend at PayPal. I'm going to see if he can point me to a way to escalate. This is ridiculous.
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!!!
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.
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.
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.
Sorry to hear you're getting the runaround from PayPal. Evidently their right hand doesn't know what their left hand is doing, so every MTS ticket anyone opens about it is getting treated as a separate, isolated issue with little if any context relating it to other pertinent tickets, rather than instances of a single, common issue at their end.
At least that "Jeremy" seemed to be aware of a "callback URL" issue they'd mentioned in a related ticket, which we'd already responded to as a red herring -- they were saying our callback URL didn't return any shipping options, but that was a case where the seller they'd tested with doesn't even sell any physical goods that require shipping, so of course no shipping rates were returned in that scenario, where (until this issue arose) they'd heretofore always applied the precalculated tax amount we passed to checkout in the first place.
I don't know if responding to your own MTS ticket would do any good, but if you do, it may help to reference our own MTS case # 10167138, where PayPal has confirmed the issue at their end that they're working to fix and been escalated at their end.
It's unbelievable how long this is taking to fix. Every order we receive now shipping is not being charged. We are losing so much money because of this. Would this happen if we were using PayPal buttons and not ejunkie? this really needs to get sorted ASAP.
PayPal is being cagey about exactly why or how the problem is happening, so we have no way of knowing whether their own purchase buttons would be affected or not.
Something weird is happening now. All orders are without the shipping charge and the weird thing is that now ejunkie is no longer saying suspected fraud it just shows like a normal sale but still the shipping is not added. Are you guys sure that this has nothing to do with ejunkie?
I received another sale today and the email message that I received from E-Junkie contained the words "Suspected Fraud" and the buyer was not billed for shipping just like before.
Sorry about that @universalsynergygroup -- our Devs briefly attempted a workaround last night that should have allowed us to process/log affected orders as normal and email the seller a Suspected Fraud notification when tax/shipping was unpaid, but that didn't work out as expected, so they promptly rolled that back and went back to the proverbial drawing board.
I appreciate you guys still trying to fix this problem. We really need to get this resolved ASAP as 99% of all sales we are receiving now shipping is not added and its costing us too much.
I just a received another sale today and, in this case, my customer was charged for the cost of shipping. The one difference from earlier sales was that this one also required a charge for sales tax. I don't know if that had anything to do with the fact that the shipping cost was also billed properly.
