posted on September 6, 2000 06:28:05 AM new
On 8/24 a customer paid me using PayPal for an item on my website but that wasn't for an auction. The item was very expensive ($100). They didn't include their address. I've been frantically trying to email them (tried 4 times) to get their address so I can ship. No response.
I've emailed PayPal to see if they can release the address information, and they can't. I've been going around with various folks on the "[email protected]" email. One person was kind enough to try to call the customer, which I appreciated. That is acceptable to me. Another person told me they couldn't do anything, which irked me.
Obviously the customer thought that their payment request included address information, else why would they send me $100 plus specific ordering information and not check emails for 2 weeks?
I understand that privacy is a concern, but Ebay has a procedure. If you request someone's user info, Ebay will email both parties & let both parties have address & phone number information. That is acceptable to me.
The customer's PC may be down for whatever reason, and if PayPal could snail mail this person regarding this situation, that would be acceptable to me.
Hey, I'm easy to please! I just want to close the transaction. Can you please help me with this? If so, let me know your email and I'll email you with the details (don't want to post those on a public message board).
PLEASE HELP ME! I don't want the customer to think I ripped her off.
I've checked to see if this person is registered on Ebay so I could ask them for address information, but they aren't on Ebay.
At this time I cannot release the customer information (but we are working on address release). Send me the details and I will see if I can contact the user on your behalf.
posted on September 6, 2000 07:12:53 PM new
Hi Damon,
Thanks so much for getting back to me on this. GREAT NEWS! Tycha helped me today, called the customer, and told the customer to email me their address. I haven't heard from the customer yet, but I'm sure I will. Thanks so much! Tycha is GREAT!!!!
posted on September 6, 2000 07:56:19 PM newI understand that privacy is a concern, but Ebay has a procedure. If you request someone's user info, Ebay will email both parties & let both parties have address & phone number information.
Just a quick correction here. eBay does not send a street address when you request user info. They do provide the following:
Full Name
User ID
Email Address
State
City
Zip Code
Phone Number
Country
Hopefully your customer will email you soon with their mailing address!
posted on September 7, 2000 05:22:16 AM new
Hi Damon,
Sorry to beat a dead horse.
I received an email from PayPal [email protected]. She was not aware that Tycha had helped me with the situation, but stated she was now "in charge of my case" and said that PayPal couldn't get involved in 3rd party disputes. She hoped I would receive excellent customer service in the future.
Huh?? All I was asking for was an address. Hardly a dispute, I was quite happy to receive the money. Cynthia received a sarcastic email from me, sorry, but I was ticked off.
I want to point out the inconsistency of answers from your reps. Two out of three would not help, Cynthia, and (don't remember their name). Only Tycha would help me. My opinion is that they all should have helped.
Another thing is that you need to develop a procedure to follow when this question arises. And when you do, please keep "excellent customer service" in mind.
posted on September 7, 2000 10:31:25 AM new
Hi ksterni,
Thank you for the feedback. At the moment, we cannot release the address to parties (but this feature should come through automatically soon and the procedure is being developed for it). The only alternative was the alternative that the one rep chose and the one I offered (to contact the customer on your behalf). I think the other two parties may have thought it was a transactional amount dispute and this may have caused the issue.
