WPEC not sending shipping charges to Paypal

I’ve been told by four different Paypal support staff, both on the phone and in writing, that this is a known issue that they hope to resolve by tomorrow and that I’ll be reimbursed for loss of shipping income. I plan on holding them to that, as I’m out several hundred dollars in both domestic and international shipping charges.

@trouble-buster, sounds like good news. I wont waste my time calling until it’s resolved. I’ll fight for my money once it is.

PayPal did have changes scheduled for around the time the problem started occurring.

See https://www.paypal-notify.com/eventnotification/search?eventSearchType=PayPalSiteStatus

10/09/2014 Increase in errors for PayPal REST APIs and Express Checkout – Oct 9 – Live Site Unscheduled
10/09/2014 Oct 9 Enhancements – Live Site – PP-LIVE-5735 Scheduled

@trouble-buster thanks for that info… I have not heard from Paypal at all yet only auto replies and nonsense.

I understand things happen they are bound to come up from time to time. It happens to the best of us.

I also understand it’s frustrating for users. I’d like to thank you for your patience while Paypal sorts this out. If there is anything we can do to help resolve it faster I assure you we will.

As @hbdecals says… “we’re are paypal’s mercy” at this point.

Will post back if I hear anything new.

Thanks ??

I just received this back from PayPal – they responded very quickly to my emailed problem report.

“We are aware of an issue affecting the variable handling_charge not working at the moment and we are working towards resolving it as soon as possible.
So before fixing this issue , As a temporary workaround you could replace the parameter “handling_cart” with another parameter “handling_1” or adding shipping profiles to your PayPal account. It does not apply in all cases as it can only be used in case of a single fee across the board.“

Looks like they are on top of it. Hopefully it won’t be long.

I’ve also went ahead and sent an email. Let’s see what sort of response I get. Hope the person that’s fixing the issue isn’t the one who has to keep stopping to answer emails! lol.

In the meantime, lost revenue increases due to this issue, really hope they will refund us once the issue is resolved.

Hope the customers who are realizing the issue aren’t spreading the word to friends.

I’m also debating sending out separate Paypal invoices for shipping charges to each buyer with a note on the issue if there isn’t a fix soon enough.

Just an update from my end, my last sale as of 1 AM est went thru fine where paypal did apply shipping charges to the sale. Hmmmm, fixed, hopefully.

I just did a test and it looks like the problem is fixed.

Seems to be fixed.
Phoned PayPal – they’ said they’re compiling a list of all accounts they think have been affected, they will then speak to another dept in the company about what they can offer as compensation and will contact all those they think have been affected hopefully later today

PayPal have now confirmed by email in reply to my problem report that they have fixed this problem. ‘handling_cart’ is now working as normal.

They made no mention if any form of compensation will be offered to those affected by this problem.

Sigh… it seems PayPal support is behind the news… I finally have a reply from them regardless that the problem has been resolved.

I will post the reply here because I find it amusing in some strange way. Maybe in another 48 hours I’ll have some sort of official answer?

Dear Edward O’Rourke,

Thank you for contacting PayPal. I understand that the shipping charge is not being added to the price being paid by your customer when they make a purchase on your website.

My sincere apologies for the inconvenience that the initial response you received was not able to address your concern.

Kindly be advised that I created a ticket regarding your concern and sent it to our Merchant Technical Support Team for further investigation. The ticket reference number is 141010-000379. Kindly allow 24 to 48 hours for this issue to be investigated. You will receive an email response from our Merchant Technical Support Team regarding any update about the issue.

I humbly ask for your extended patience and understanding.

We value you as part of the PayPal family. Should you need further assistance, please feel free to email us or call us at 402-935-2050 or 888-221-1161 during these hours:

4:00 AM PT to 10:00 PM PT, Monday–Friday
6:00 AM PT to 8:00 PM PT, Saturday and Sunday
Thank you for choosing PayPal, the safest, easiest way to send and receive payments online.

Sincerely,

Kelvin
PayPal Customer Solutions
PayPal, an eBay Company

Official Response (better late than never)

Hi Edward,

Thank you for contacting Merchant Technical Services.

I am sorry to inform you that our system has been experiencing trouble on passing the shipping fee which is not working properly previously for about 24 hours. However, this has been fixed on our side and it will not affect any future payment from now on. I apologize for the inconvenience caused.

Let me know if you still have any issue.

Thank you.
Sincerely,
Louis
Merchant Technical Support
PayPal, an eBay Company

Edward, just wanted to say thank you for posting that response! When I called in to Paypal I must have gotten the wrong department, and he was trying to tell me something was wrong with my site. When I read your email to him he immediately recognized that it was something wrong with API and was able to help correct the issue with the missing shipping charges and answer my questions. Thank you for making this an easy fix!

Happy it was helpful in any way.

Regards
Edward

Paypal refunded me for $400 in lost shipping charges yesterday. It required several emails and some long phone calls, but the support staff was helpful and reasonable and apologetic. Good luck to everyone else, and thanks for your help here.