PayPal Feedback and Suggestion Thread

[amanda@paypal.com]

Hi All,

Please leave any suggestions and feedback you have regarding PayPal here.

Please note:

• Customer Service inquiries will not be answered on this thread because the thread is for feedback and suggestions only.



• Each post will not be responded to because there is not sufficient time to respond to do so. However, comments and suggestions placed on the thread will be read. All suggestions will be given consideration.



• Off topic posts will be deleted.



• Customer service inquiries that can be addressed in this forum will be moved to create a new thread.

The main purpose here is to get an idea of what buyers and sellers would like to see PayPal develop and how PayPal can improve to make things easier.

Best Regards,
Amanda

[123yaarib]

This is my opinion about PayPal .. I have been using PayPal for with ebay and all my other websites.. Paypal is very popular and very known on the net and people trust PayPal with their eyes shut. i think that in order to be successful on e-Bay or in an online business using paypal as you credit card processor and shopping cart.. My suggestion the first thing you need to do is get verified. get all the verification needed by PayPal because then people know you mean business and that you customers are paying for something worth their time.

[carlyle457]

1. There should be a threshold figure above which Paypal charges a flat rate rather than a percentage, since it's surely no more expensive to move $1500 through Paypal than to move $1.

2. Paypal should use the same rate for currency conversion as eBay uses in calculating the listing. Since Paypal uses a more expensive rate, a sale in US $ turns out to be less valuable when Paypal converts it to Cdn dollars than it would be if we could take the US dollars to the bank ourselves.

3. A period of one month for filing a claim is too short on items shipped cross-border. I have on several occasions had items sent to me from the US that took a month in transit.

[carden41]

DO NOT USE PAYPAL!!! THE MINUTE I STARTED MAKING MONEY WITH EBAY THEY FROZE MY ACCOUNT!!! IT'S BEEN THAT WAY FOR 1 MONTH AND THEY DON'T READ MY EMAILS AND ONLY SEND ME FORM LETTERS TO WHATEVER I ASK. THEIR SERVICE STINKS. I AM A VERY TRUSTED AND HONEST POWERSELLER WITH OVER 500 POSITIVE FEEDBACKS. I GIVE THEM WHAT THEY WANT BUT IT'S NEVER ENOUGH.

BE CAREFUL, ESPECIALLY IF YOU ARE USING A DROPSHIPPER. THEY FROZE MY ACCOUNT RIGHT AFTER SOMEONE BOUGHT AN ITEM FROM ME. I NEVER GOT THE CHANCE TO BUY IT FROM MY DROPSHIPPER, MY ACCOUNT WAS FROZEN.:-(

BEWARE!

[vickyg*]

Unfortunately until something better comes along (which I hope it will because their fees are outrageous and their seller support is pathetic).I need paypal. I've been a seller for 7 years. This is a convenience for me and my buyers. I have been shafted by them twice in the last 7 years(which definately needs to be addressed) I have received 2 charge backs - always 4 months + after the sale because the credit card was reported as "unauthorized" (like it takes 4 months to report a stolen credit card) Unless I was able to provide tracking info, I was SOL.(This has also happened to many American sellers) Needless to say both times I was SOL.In their defense, the fact that it takes so long for a Canadian E cheque to clear is NOT a paypal fault. I have been told by my bank, a US check will take up to 4 weeks to clear a Canadian bank account even though the funds clear immediately on the US end.Paypal is GREAT for buyers. Sellers though need DEFINATELY beware.

[canuckchat]

Suggestion: Do not offer a discount on final value fees if you use the Paypal shipping tools when the Paypal Shipping Tools is apparently broken.

For all the sellers that have to go use the Canada Post site to make their shipping labels, will a refund come from Paypal because the Paypal site was broken?

:)

[redbass0]

The only gripes I have about Paypal is the lack of seller protection and the fees.

I offer different methods of shipping cheap, and insured. I let the buyer decide which one they prefer. The buyer has to take some responsibility for their choice if something gets lost in the mail. Paypal had no trouble telling me that it was my responsibility to provide a tracking number when I encountered a problem.

You should extend the same courtesy to buyers to make them aware and understand if they choose not use higher cost shipping with tracking numbers then the onus is on them should something get lost.

Lower fees would make it a lot easier on sellers who run on tight margins. Between the listing fees and Paypal fees, that adds up to a significant amount of money which could easily be converted into putting up one's own web site instead.

[tomax7]

Why is there a 45 day limit on claims?

I realize there has to be some sort of setting, but most companies, banks, and institutions have a longer time period, and will give a grace period.

One instance, my memory purchase from appleharvestcomputing, took my $135US payment and then disappeared into the night. This happened to a few others in eBay.

Unfortunately because of shipping delays from US to Canada, I figured my auction purchase was still coming. I didn't put a claim in till I thought was the 45th day.

Turns out to be the 46th. So PayPal refused to "protect" me on these grounds.

I realize this post is for suggestions, but I'm at my wits end. How can you trust a company when they can't accommodate a good eBay'r (purchased over 400 items) even one day?

Item #270035782854

I do hope Google payments come online, I think PayPal has gotten too big for the little guy.

[captan1950]

Je lis ce forum, et je me demande si ce n'est pas un mur des lamentations. Depuis plus d'un an maintenant que dure ce problème lié à ce ''sending limit'' et je ne vois pas aucune solution que je sache.

[joybell3]

Il faut ouvrir une nouvelle compte PayPal avec une autre carte credit, et alors! PayPal vous donne une nouveau limite de $2000!!!

[cetl]

Hi
I just had my first experience with the Payapl so called buyer protection. I would call it seller protection instead personally. My suggestion is that you expand the categories for items 'not as described' as mine did not fit in exactly to one so I had to choose that one as most applicable. When it comes to antiques, the description is different than that for other goods. The item I received had been repainted. Ask anyone who collects antiques that that makes the item worth far less and is one of those improtant little facts that the seller might want to mention in their listing to be upfront. This seller did not disclose this fact. They said they did not notice this but I found it obvious when I opened the box. It was not visible in the pictures provided either so once again we rely on full disclosure from the seller but they have no one policeing them to do so. What seller cares if they get a negative comment once in a while. Anyway, I only wanted a partial refund but Paypal sided with the seller. He described the item as being in excellent condition and they said he did not misrepresent the item (not as described) So open your category to more choices. Excellent condition in antiques does NOT mean repainted! Yes, I'm ticked off.

Carol

[ragedevil67]

DO NOT USE PAYPAL!!!! THEY ARE MONEY-GRABBERS!! MY ACCOUNT GOT LIMITED 3 TIMES WHEN I HAD $180 IN MY ACCOUNT AND THEY WANTED MY BANK INFORMATION. AFTER ANOTHER WEEK WHEN I LOGINED INTO MY ACCOUNT I FOUND OUT ALL MY FUNDS WERE STOLEN, AND WHATS WORST IS THAT MY PAYPAL HISTORY OF TRANSACTIONS HAD BEEN ERASED!!!!!!!!!

WHAT A NICE WAY TO STEAL PEOPLE's MONEY PAYPAL, ERASE HISTORY SO I CANT REPORT UNAUTHORIZED ACTIVITY...YOU SUCK!

[stromelk]

I feel there should be some kind of alert pop-up when a Paypal customer tries to remove a credit card from their account stating that by removing the card it will never be usable on the Paypal system again. Nowhere in any of the help files does it state this. I removed a card recently thinking that I had to remove my card before I could enter my new one and now my one and only CC is unusable on Paypal system.

[luxuryforless_2007]

Please make your verrification process a lot faster. I have waited a while before my account has been looked at! I have to pay rent somehow!!!

[fourwindstradingpost]

CHARGEBACKS AND NO PAYPAL SUPPORT FOR SELLER

Paypal seller protection??? There isn't any. Any buyer can issue a chargeback on their cc months later and Paypal and the cc holder side with the slimy buyer. In my case the buyer admitted she had overspent and there were 101 of us in the same boat waiting for payment. Some got paid, some, like me, didn't. Plus the buyer has the merchandise. My listings say Paypal Only because I always thought Paypal would give me some protection if something went wrong. WRONG! I believe my next listings will change and I will start offering payment by money order instead. Why pay fees to Paypal and get nothing in return for being a faithful customer? Hmmm, come to think of it, maybe that's why I haven't had many bids lately....hmmmm...

[fourwindstradingpost]

CHARGEBACKS AND NO PAYPAL SUPPORT FOR SELLER

Paypal seller protection??? There isn't any. Any buyer can issue a chargeback on their cc months later and Paypal and the cc holder side with the slimy buyer. In my case the buyer admitted she had overspent and there were 101 of us in the same boat waiting for payment. Some got paid, some, like me, didn't. Plus the buyer has the merchandise. My listings say Paypal Only because I always thought Paypal would give me some protection if something went wrong. WRONG! I believe my next listings will change and I will start offering payment by money order instead. Why pay fees to Paypal and get nothing in return for being a faithful customer? Hmmm, come to think of it, maybe that's why I haven't had many bids lately....hmmmm...

[newyorkdanielle]

Hi, Amanda. My only suggestion/complaint is I feel a Buyer should REALLY be protected against a bogus sale. Six weeks later, I'm still waiting for my items, or a refund from PayPal, and I've gotten neither. Why does it take so long to resolve a complaint?? I'm not sure if this is an Ebay, or PayPal screw up, but Buyers/Sellers should be held liable when they don't hold up their end of the bargain. On a lighter note, I had no problem giving my CC and banking info.

[williammashley]

Offer a service that allows customers to get there money back when goods are not delivered as described.

Don't let buyers mock sellers.

Don't sit back and do nothing when fraud and misrepresentation of products occurs and paypal is a medium.

Allow symbolic transactions where less funds that your fee is transmitted.

Don't convert funds until a transaction is accepted so that rejected/reverted converted funds don't result in a buyer loosing money because a seller rejects payment.

Offer customersupport or a toll free line so that people don't get stuck with a phone bill when trying to contact your tech support.

Don't default people into drawing money from the account when they start paying by credit card.

don't hide options.

Don't make a temprorary transaction history that deletes everything after a month or so.

Offer a good service that doesn't ignore the customer and sit back and do nothing when fraud occurs.

You say you offer buyer protection but for items under 10$ there is no way to even approach getting a refund... if people send a wrong item.. you shoulnd't expect the buyer to pay to get a return.. it is the shippers mistake not the seller.. recognize that.. I've lost a handful of purchases because the seller rips me off by sending items that arn't as described.. then the seller expects me to pay $5 or $10 to return an item via registered mail... The item isn't even worth $5 or 10$... the seller should have to ship the correct item. Papal and ebays policy on this is absolute tripe, and I hope you recognize that. FRAUD needs to be stopped, and as it currently exist both ebay and paypal turn a blind eye. You've lost me as a customer because after 10 or 15 criminal occurances that paypal and ebay have done nothing about.. I have absolutely no trust in your service, because you don't have any way of stopping or preventing it from occuring. You openly go against your own policies, and generally only have self interest in doing anything.. and that self interest doesn't include the customer. YOu need to change that.

[williammashley]

TYPO: don't let sellers mock buyers.

[williammashley]

oh and offer an edit function for the forum.. even though that is ebay

[pdq708]

Amanda... I was considering using PayPal as a means for sending and receiving payments for participating in E-bay auctions as a buyer or seller... After reading these complaints I have changed my mind about using E-Bay & allowing PayPal to be the pivot point of the transaction... PayPal seems very inept to say the least. Scary would be more descriptive.

The PDQ in my pseudo stands for Pretty Darn Quick… something I live by and have no tolerance for the absence of.

Response in a timely and effective manner to PayPal disputes should be a high priority in personalized format instead of using catch 22 phrases that cover a multitude of ambiguous reasons for non-compliance to deal in an effective resolving manner. PayPal if guilty of procrastination of the scenarios implied in these posts is definitely not a customer oriented business. It has been clearly spelled out to me how I can defraud buyers and sellers. Shame on you. By using your poorly constructed response system one could easily make money by other means, with your help. Thank you PayPal.

The amount of money realized as profit in some of these transactions is minimal... so when PayPal allows fraud to rule and takes the easy way out by not having a complaint department with the skills or manpower to deal with these complaints, they prove themselves to be unworthy of trust.

While first glance doesn't show a huge list of complaints... My experience in human nature tells me that this is just the tip of the iceberg. There is un-doubtable many more in the wings who have not responded because of complicity.

Most people probably don't know of this board or through laziness & most likely a resigned experience of looking into the wind can't see the benefit in wasting their time communicating to PayPal.

The simple fact that there are any complaints of the nature described here suggests that recourse is a path not available to your some of your customers.

Very very poor business practice IMOP