Got this mail from paypal Today...what should i answer them?Warriors Pls Help

13 replies
I received a mail from Paypal stating that they are putting the Funds 'ON hold'(Below)
(I hope they are putting only this transactions's funds only :confused


Can any warrior who had had similar experience with paypal tell me what this is all about?



Hello xxxxxxx,



To protect you from problematic transactions, we sometimes request
additional information about PayPal payments.

We need more information about this transaction. Please log in to your
PayPal account, click the "Resolution Center"tab, and provide more
information by 06/01/2010.

We recommend that you not ship the item until our investigation is
complete. If you've already shipped the item, please log in and let us know
where you shipped it.

We have placed a temporary hold on the funds until we complete our
investigation.
Thanks
Paypal

When i logged in to the case inside paypal i get the following options to answer
---------------------------

what should i do now?

I sell a digital product(ebook).So the customer has downloaded the product already.

But when i log in to the case inside paypal i get the following options....What should i answer?
----------------------


Resolve Case
Transaction Details

Original Amount: $19.91 USD
Please provide some additional information about this transaction.

PayPal will review the information and determine whether the claim can be closed.
option 1:I have not shipped the item yet.
option 2:I shipped the item(s) and can provide tracking information.
option 3:The buyer has already been refunded and I can provide proof of the previous refund.
option 4:None of these options apply to me.

Thank you for your cooperation.

Continue Button | cancel button
----------------------------------------Pls Help
#answer #mail #paypal #pls #themwarriors #todaywhat
  • Profile picture of the author GarrieWilson
    Use the search feature. Lots of threads cover this.
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  • Profile picture of the author howudoin
    Ok, first some good news.........The amount "on Hold" will only be trasaction amount, that is, in this case $19.91 USD.

    Now, you need to login into your account and present the information they're asking for. You can answer with any information you might have about the customer. Their name, IP address, time of purchase, time of refund request...... anything at all, which is related to this matter.

    Do get back to state as to how it goes!

    Bhupinder
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  • Profile picture of the author ebooksmaster
    Thanks for your answer....
    But i don't have any option to Type whatever i want....I only have these four options to answer .
    My question is ...since I sell a digital product(ebook).So the customer has downloaded the product already.And he has not claimed or received any refund from me.

    Should i answer Option 1 (or) Option 4?
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  • Profile picture of the author George Wright
    Call Paypal. Talk to a live person.
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    "The first chapter sells the book; the last chapter sells the next book." Mickey Spillane
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  • Profile picture of the author howudoin
    Thanks for your answer....
    But i don't have any option to Type whatever i want....I only have these four options to answer .
    My question is ...since I sell a digital product(ebook).So the customer has downloaded the product already.And he has not claimed or received any refund from me.

    Should i answer Option 1 (or) Option 4?
    Choose Option 4 and then explain your situation in the box below. Do mention that the customer has downloaded the product already and you can provide proof (If any) such as IP address et all.

    Bhupinder
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  • Profile picture of the author WD Mino
    Hi,

    don't worry .

    The digital download is not something they will refund for .

    Just use option 4 but better yet call them immediately and discuss what the problem is and explain the person downloaded said product already and therefor it is impossible to recover the product .

    Paypal except under extraordinary situations does not refund on digital downloads. (personal experience)
    -WD
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    "As a man thinks in his heart so is he-Proverbs 23:7"

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  • Profile picture of the author SageSound
    Like the guys above have said, CALL PAYPAL! They really can be very helpful.

    I got something like this a few months back. Their stock answer is, "We routinely contact buyers to verify shipping address information".

    A little more prodding got the rep to hint that it is often done at the behest of credit card issuers when something tripped their "questionable transaction" alarm. In my case, it appeared to be a stolen card used by one person in New York, and less than 10 hrs later by someone else in Denmark. I suspect the cardholder didn't live in either location, nor has two very different aliases.

    This stuff happens. Take in stride. Chances are you won't get that money back. But they should not have frozen your entire account.

    HTH
    -David
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  • Profile picture of the author ebooksmaster
    Thanks for the answers for every one.

    I really don't mind if the Transaction(19.95) is refunded...when i saw this mail first thing i woke up this morning....i kinda misunderstood that my whole account was put on hold....Needless to say i have some funds which i need to use this week itself.

    Thanks for the answers everyone.
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  • Profile picture of the author Karan Goel
    I would suggest this:

    Call them, DO NOT tell them that you sold an
    ebook. Just say that your payment has been blocked.
    If asked, upload a scan of your identity proof.

    And you are ready to go.
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  • Profile picture of the author HeySal
    As said above - contact paypal, but ...........I wouldn't worry too much if you have sold other products and there's no problems. There may be a reason that paypal is investigating this particular payment..such as they may have used a card suspected of being a stolen card or used a method that will take time for fund transfer. This one sounds like an investigation of the buyer if they are asking questions about delivery.

    If this starts happening a lot or if they freeze your entire account, then it's YOUR problem.
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    Beyond the Path

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  • Profile picture of the author aaronlamont
    It has happened to me before so dont worry you arent the only that has been through it, actually the first time it happened to me my entire paypal account got put on hold and limited I couldnt do anything with it apart from transfer funds from my bank into my paypal account that was all thanks to a silly ebay buyer.

    Anyway, it sounds like the funds that are on hold are just from that one transaction, usually paypal dont pay attention to digital product sellers which isnt very good as there is no way of really providing them valuable tracking information, and the buyer on the other hand has alot of options to file a case to get their money back, usually this transaction was unauthorised or they claim not to have received anything or blame it on another family member getting access to their account or it being hacked etc etc....

    You can do a few things here either to get an easy life and save all the hassle just issue a full refund in the case resoloutions or you can try to fight it, but I have seen it before and in my case I would usually just refund and take not of their email so as not to take payment from them again.

    My comments above are only of my experiences and my opinions so dont shoot me down :-)

    Also, I learnt the hard way and anytime that I know there is going to be big money coming into my paypal account I try to get in touch with paypal beforehand.

    I learnt this from an article I read some time ago about people having product launches and suddenly a quick influx of money coming into paypal account and then suddenly they had their account frozen.

    So I decided to contact paypal and say to them, listen I am an ebook seller and I am having a launch on such and such a date and that I would receive approx. amount of money and that I was giving them notice in advanced, they basically said thank you because they had said also that it is routine to check paypal accounts for any unusual activity and them act on suspicious accounts, heck they just took note of what I had said about my launch and everything was fine, so just another quick tip, if you are having a big launch or plan to sell plenty of something contact paypal just to let them know ahead of time.

    Aaron...
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  • Profile picture of the author AverageGuy
    it is just for the transaction. nothing to worry. just follow the screen, you can use "none of the above....", tell them that you are selling an ebook, the user downloaded it, ........ let them decide.


    david
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    • Profile picture of the author A Bary
      PayPal has some annoying requests from time to time..

      However, THEY HAVE THE BEST CUSTOMER SERVICE I HAVE EVER CONTACTED.

      People on their help desk are very nice people, and truly willing to help, so I don't bother with all those details about option 1,2,3,4,...etc, once there's a problem, I directly contact them and the problem gets solved withing few hours, if not instantly,

      As advised before, contact them, explain the situation (don't be afraid to be honest, PayPal is a business entity, not an FBI agent) and you'll get help.
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