Christine,
I have been dealing with this problem since we hired your company to implement Paypal Pro.
I just had a person order seven or eight times for one kit. The reason this is happening is that for the person to know that they have actually placed the order they have to scroll down the page once they hit the order icon.
What they look at normally is an unchanged page so they keep clicking away. Most websites show a different page or something says thank you for your order page that is visible without scrolling down. I also never got any order pages come through so again I don't know what the customer has ordered. I have begged and pleaded with you to rectify this problem but to no avail. I still do not have a properly functioning Paypal Pro system.
I suggest you go to our site and try to order a kit. You will immediately see where the problem lies. Anyone who took a moment to understand our problem would know this.
Your programmer obviously had no experience with Paypal Pro. Please, please, please fix this. No more excuses. At this point I can't see a reason to have paid you.
Furthermore if the problems are not rectified I would request that we go back to the standard PayPal and we receive a refund of the money paid to your company.
I have an attorney on retainer for situations like these and will unfortunately use him if needed. I simply can't run our company like this.
We are gearing up to do some big things with many irons in the fire and this is something that I just can't live with.
Thank you for your attention regarding this matter.
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My background with this customer:
We "inherited" this account from a consultant that went out of business and since my company hosts their website, we offered to take on his account. I have helped him out personally in the past; have trained his accountant/girlfriend on how to process orders through PayPal. He is a loud Chicagoan that gets easily frustrated with technology.
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My answer:
X,
You should know by now that you don't need threats to get us to do our job. I'm sorry you feel that is your only course of action.
I've run through a PayPal scenario as seen in the attached Word doc (complete with screen prints). I do not see an issue with the PayPal integration using the attached scenario.
Please refund my last 2 transactions via PayPal because I used a personal cc to test your website.
You will need to determine if your customer in question is selecting to either 1) log into PayPal with their account info or 2) submitting cc information without logging in (a PayPal account is not required to give money).
I can better assist you if you provide screen prints as to where and when you see this issue happening. Please also take into account that technology is not perfect and if you are experiencing less than 1% of these issues, then this would be more of a norm. If you are reaching 10%, I would say this is cause for alarm (personal opinion; not based on any facts).
Also keep in mind that we control the communication back and forth between your website and PayPal, we do not control PayPal's interface nor your customer's Internet connection speed and impatience which is mostly likely the cause of your headaches.
Signed...
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How would you have handled this differently?
1 comments:
Hey look, I found your blog! (Compliments of Twitter. Another plus for the blue birdie...)
So anyway. Sounds like a wonderful customer to work with. I think you handled it well, though if he's technologically naive then I doubt he would know how to capture screenshots and send them to you, ha. (Also, I probably would've added a P.S. for him: "next time, spell my name right before you fuss me out...thanks.")
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