Suspected Fraud notices for PayPal transactions

[jsb]

I received this error tonight. I noticed when you're redirect to PP to make payment you now need to click a radio button to accept shipping/handling charge.

[E-junkie_Guru]

PayPal MTS is still investigating this issue.

@jsb I tested PayPal checkout but haven't seen that radio button you mentioned, though all your products I tried to test with had free shipping, so I just used a test product of our own. Could you take a screenshot and email that to us?

[jsb]

Just sent over those screenshots. I too was unable to recreate what happened last night but I noticed something similar comes up if you go through the checkout process without logging in to PP. There is a dropdown titled "shipping method". If you don't selected it the shipping/handling charges are not added to the total on PP.

[E-junkie_Guru]

Just got another report from a seller that sometimes the PayPal checkout site is not showing buyers any shipping charge at all nor adding such to their payment total, even when shipping was precalculated in the cart before checkout and the default shipping address from the buyer's PayPal profile was applied automatically.

This seems likely related to the issue discussed above, so I've added details about that to the ticket we opened with PayPal MTS about it.

All this, along with those screenshots @jsb sent us (showing stuff in PayPal checkout that we'd never seen before and could not replicate), seems to indicate PayPal might have rolled out a half-baked update to the way they show/apply shipping charges at checkout. MTS says they're working on it, so hopefully they'll roll back to the pre-update version or iron out the problems in the update forthwith.

[mdgbv]

Any updates? After the initial issue in the fall it was fine until the recent flare up.

[E-junkie_Guru]

No further updates from PayPal MTS so far, so we're still waiting on them to fix the issue, which seems to be sporadically ongoing according to further reports of it that we've received from affected sellers today.

[dennis2]

Hello. I've been experiencing this issue randomly over the past week. My customers are charged for the product with the tax showing but not added in. It's expensive to absorb the cost of the unpaid tax.

Just got off the phone with PayPal support who claims 100% that the issue is with E-Junkie and not PayPal.

So, feeling stuck in no man's land. Looks like I'll transition to Stripe.

[E-junkie_Guru]

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]

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]

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]

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]

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.

[mdgbv]

What is the status? Are you able to share a case number with us so I can reach them as well?

[E-junkie_Guru]

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

[universalsynergygroup]

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

[mathguy]

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]

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_Guru]

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

[mathguy]

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

[universalsynergygroup]

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.