BT e-shop Pay Pal not communicating

[Bonobohouse]

My e-shop is setup to use paypal. Transactions seem to go through without a problem and confirmation e-mails are sent out BUT no money moves from or into any accounts. I've called Pay Pal and everything is set up at their end and the account works with e-bay items Ive bought and sold. They suggest adding their buttons on the site but this would create a second avenue of buying which I want to avoid.

How can I use the existing e-shop Pay Pal payment system?

[Alun · Accepted solution]

Hi there,

Payments within the eShop can be configured to either create an order before the customer is forwarded to the payment page for payment or after the payment has been made and the customer is re-directed to the shop. If you set your PayPal payment method to create orders before the payment, it might lead to a number of orders, which do not have a payment transaction associated with it. These orders where made by customers who did not go through the payment process on the PayPal site (for whatever reason). Since you have the contact data of those customers in the order data, you might want to contact them in order to find out if they experienced an error during the payment process on the PayPal site or if they simply skipped out of the checkout process.

Hope this helps,

Alun

BT Business Support Forum Moderator

[homefarmcolin]

Hi,

We get this a lot for a variety of resons;

Some customers don't read the payment information and just get to the end and give up assuming they need to pay with a paypal account and don't have one.

Some can't remember their paypal account info from too long ago despite wanting to pay by card.

Some are out of the shipping zone and want us to contact them with final costs.

Some have just changed their minds at the last minute or got cutoff somehow.

We insist on a telephone number to order which gives a better chance of getting through to them along with the email  but if we can't within a day or two we reject the order and have set an automatic email to go out on that which gives the customer a chance to re-order again or get in contact to see why.

Col.