Transactions shipping addresses not being sent to PayPal

  • Hello there,

    We have recently encountered a problem with transactions from a few weeks ago not being updated on PayPal with the customers’ postal and shipping addresses. This puts our insurance and buyer protection at risk, even though we have shipped the product to the customer. We have experienced this issue before, and your developer asked us to submit these transactions to PayPal for a refund because the issue was from your end. However, it took PayPal 6 months to respond, and in the end, we did not receive any refund. We have lost a lot of money because of this issue.

    Please advise.

    Thank you

Viewing 6 replies - 1 through 6 (of 6 total)
  • Plugin Support Krystian from Syde

    (@inpsydekrystian)

    Hello @gentlemako

    It is quite unusual for a response from PayPal to take as long as six months. Please keep in mind that this procedure is independent of us.

    Could you please confirm whether you raised this issue through our support forum on wp.org or through a private support channel? If possible, please provide the link to the thread or the PCP number from the ticket.

    We apologize for the inconvenience and losses you have experienced.

    Kind Regards,

    Krystian

    Thread Starter EliteGent

    (@gentlemako)

    Hello there,

    For the 6-month timeline, it was not waiting for a response but going back and forth about the issue itself. Please note that we have not submitted any requests outside of this forum.

    Kind Regards,

    Plugin Support Krystian from Syde

    (@inpsydekrystian)

    Hello @gentlemako

    It’s crucial to determine if this issue still occurs, especially since introducing the “Require final confirmation on checkout page” option, which might prevent shipping details from being passed to PayPal via Express Checkout buttons.

    Looking forward to your response.

    Kind regards,
    Krystian

    Thread Starter EliteGent

    (@gentlemako)

    Hello Krystian,

    The last transaction we had a similar problem with was a month ago, I am wondering if the issue has been fixed after this period; we’ll wait and see if any similar case happens again.

    Thanks.

    Plugin Support Krystian from Syde

    (@inpsydekrystian)

    Hello @gentlemako

    Just to be sure we are on the same page, do you currently have the “Require final confirmation on checkout page” feature enabled or disabled in the Standard Payments tab?

    Looking forward to your response.

    Kind regards,
    Krystian

    Thread Starter EliteGent

    (@gentlemako)

    Hello Krystian,

    Indeed, we have the require final confirmation on checkout page enabled.

Viewing 6 replies - 1 through 6 (of 6 total)
  • You must be logged in to reply to this topic.