Missing address on Paypal payment

bxboards

Anyone ever seen this? Just has a 2k order come in, but no address anywhere and Paypal classic view shows: 'we have no postal address on file'

This is to ship to Eastern Europe, judging by the name, but I have no idea what language this would be in (guessing Hungarian) so it's not going to be easy to communicate.

I've sent them a screenshot via Ebay messages.

Anyhow ever seen this? There IS a partial delivery address showing on Ebay (no country), but obviously I can't risk shipping a 2k item with no delivery address showing on Paypal as there is no seller protection.

Called Paypal but not much use, say contact Ebay. Ebay also not much use, and say contact Paypal! My instinct is to refund but wondering if this is glitch that may clear up later?

theonlywayisup

Not had this that I recall although I do recall an issue with blank addresses from the boards (ebay or here I can't remember) about a year or so ago. From memory the address email came through from paypal about 24 hours later and the transaction updated....I will try and dig it out.

theonlywayisup

I can't find the thread on here. A quick google does suggest this happens and may not be a glitch. Does the payment show as not eligible for seller protection (it should according to the google pages I looked at).

bxboards

theonlywayisup wrote: »

I can't find the thread on here. A quick google does suggest this happens and may not be a glitch. Does the payment show as not eligible for seller protection (it should according to the google pages I looked at).

Yes, it says seller protection - Not Eligible.

bxboards

Well the buyer had contacted me - message in foreign language which appears to be Polish - ebay message has given me an address to deliver to, which of course I cannot do as no address appears on the Paypal!

I wish when there is a Paypal or Ebay issue, they would actually assist rather than just saying contact the other party! Paypal have explicitly told me I have no seller protection as there is no address on file (which I already knew) and to contact Ebay, but when you start trying to explain about no protection to buyers so cannot ship, it comes across like you think you need protection from them... ergo they are a scammer!

Buyer seems very unhappy with me - understandably as from their point of view they've sent me 2k, but I can't ship when their payment isn't protected.

ballisticbrian

There's no way in hell I would be sending that 2K item.

theonlywayisup

Why don't you tell the buyer you will refund and he should pay again adding in his address. It may have been something he did at checkout or a glitch at that very second that caused it. Or he has done it on purpose and was intending opening a paypal case....

ballisticbrian

I had an interesting glitch. I always pull through addresses in the same way through selling manager pro and now the seller hub.
I had an item not received case for an over seas buyer and I have bulk proof of posting slip for all airmail.
In the end they wanted a refund and when I went to put in a Royal Mail claim with my proof of posting I had posted it to their eBay address and not the PayPal address. (obviously could not claim).
But as we never use the emails or PayPal info, at the actual moment we used selling manager to pull through the addresses, the wrong address must have been there.

Gary123456790

ballisticbrian wrote: »

I had posted it to their PayPal address and not the eBay address. (obviously could not claim).

Paypal address is the correct one to post it to - why couldnt you claim?

ballisticbrian

OK, I said that the wrong way round, I've corrected it now. The part about the claim meant that I was going to claim from Royal Mail however it turned out I never sent it to the buyers address supplied, so I don't see how I could know if it ever turned up at the other address or not without asking the buyer if it had a arrived at the other address unconnected with the transaction.

askmeaboutsofas

when you start trying to explain about no protection to buyers so cannot ship, it comes across like you think you need protection from them... ergo they are a scammer!

The trick is not to mention that it's for seller protection. Don't use the words scam or fraud. Just blame PayPal's terms and conditions.
"I'm sorry, but as per PayPal's terms and conditions we can only ship to the address given on your PayPal payment." Then tell them you'll issue a full refund and they can pay you again once they've added their delivery address to PayPal. Make it sound like it's all out of your control, and they shouldn't get offended if they're a real customer.

Here's a thought, although not a nice one. You might think they're angry right now because they've paid you £2000 and you're saying you can't ship, and you might be right. You might be worried that you're going to lose a £2k sale, at a time when business is maybe a bit slow? But it's also a tactic used by scammers, to fluster or frighten you into doing what they want. Last time I had an attempted scam like this, the person told me that eBay would ban my company for not doing what they want. When I told them I'd already spoken to eBay, they stopped responding. Don't think of it as losing a 2k sale, think of it as avoiding a £2k theft!