Posts tagged: paypal

My chargeback experience with Techcombank, Visa and PayPal

By , September 24, 2013 10:59 am

So this is my case. I’m pasting my experience here just to share what I went through. Hope it might be useful as a reference should anyone want to find information on this process (I couldn’t). Not that this is definitive though because your experience might be different with different banks, different terms with PayPal in a different countries, and most of all you may read this after PayPal has changed or tightened their process (they do quite frequently).

I bought an item from a random seller through Facebook. I paid using Gift option on PayPal.

Because I was using my Techcombank Visa card, it was considered “international” to the US and the fee was 4%.

The seller sent my item without tracking to the wrong shipping address.

I waited for like 3 months then contacted PayPal regarding a refund using their online form, knowing that my chance was slim.

This was their response.

Date: Sat, 31 Aug 2013 03:24:52 +0000
From: complaint-response@intl.paypal.com
To:
Subject: RE: Disputes (ID: XXXX-XXXX-XXXXXX-XXXX-XXXXXXX) (XXX)
Hello Tai Tran,

Thank you for contacting PayPal Customer Support. My name is Piyachart and I am happy to assist you with your query regarding your transaction XXXXXXXXXXXXXXXXX.

Upon reviewing, I acknowledge that the transaction above was sent as a personal payment which is unable to file a dispute due to the payment category is for a personal purpose. I do understand that you mentioned that the seller informed you to send money as a gift; however, you may contact with your bank for further assistance or contact directly with the seller and ask for a refund.

You may find more information regarding this payment on our User Agreement section on our website.

Hope the above information clarifies.

Thank you for using PayPal! We welcome your feedback. We hope you are highly satisfied with our service and that you recommend using PayPal to your friends and family.
Sincerely,
Piyachart
PayPal Resolution Services
PayPal, an eBay Company

Copyright© 1999-2013 PayPal Inc. All rights reserved.

Consumer advisory: PayPal Pte Ltd, the Holder of the PayPal™ payment service stored value facility, does not require the approval of the Monetary Authority of Singapore. Consumers (users) are advised to read the terms and conditions carefully.

I then filed a chargeback request to Techcombank using the email Call_Center@techcombank.com.vn
(the email thetindung@techcombank.com.vn may also work).

Techcombank called and emailed me to ask for details of the transaction then filed a chargeback (probably to Visa) on my behalf.

A few days later I received PayPal’s notification of the chargeback

> Date: Fri, 20 Sep 2013 03:17:06 -0700
> From: service@intl.paypal.com
> To:
> Subject: PayPal notified of chargeback filed by you: Case ID #PP-XXX-XXX-XXX-XXX – XXXXXX
>
> Hello Tai Tran,
>
> We recently received notice from your credit card company that you filed a
> chargeback stating that you did not receive merchandise you paid for.
>
> Please review the details of the disputed transaction below and the steps
> for what to do next.
>
>
> ———————————–
> Transaction Details
> ———————————–
>
> Recipient’s name: M.
> Recipient’s email: @gmail.com
> Seller’s Transaction ID: XXXXXXXXXXXXXXXXX
>
>
> Transaction date: May 27, 2013
> Transaction amount: -$85.00 USD
> Case #: PP-XXX-XXX-XXX-XXX
>
> Your transaction ID: XXXXXXXXXXXXXXXXX
>
>
> ———————————–
> What To Do Next
> ———————————–
>
> If you received the merchandise after filing the chargeback or mistakenly
> initiated this chargeback, please follow the steps below to cancel it: 1.
> Log into your PayPal account and go to the Resolution Center.
> 2. On the Transaction Disputes page, select Open Disputes from the
> drop-down menu and locate your transaction.
> 3. Click the Cancel button under the Action column for your transaction.
> 4. On the Chargeback Details page, click the Cancel Chargeback button.
> 5. Complete the steps to confirm that you are canceling this chargeback.
>
> If you wish to continue with this chargeback, no further actions are
> required by you at this time.
> ———————————–
> Due Dates
> ———————————–
>
> None
>
>
> ———————————–
> Other Details
> ———————————–
>
> We encourage buyers to initiate communication with sellers if they have a
> problem with a transaction. Through open communication, many disputes can
> be resolved amicably. In cases where communication does not resolve a
> problem, you may file a claim through the Buyer Complaint process.
>
> Once you file a claim, PayPal will investigate the case and attempt to come
> to a fair resolution. If our investigation determines that you are owed
> money by the seller, we will make every effort to recover funds for you.
> However, please note that under the terms of the Buyer Complaint Policy,
> recovery of funds is not guaranteed. To learn more about the Buyer
> Complaint process, go to the PayPal website and click the Security Center
> link located at the bottom of every page.
>
> There are no other details for this transaction at this time.
>
>
> We appreciate your business, and thank you for your patience and
> cooperation in helping us with this matter.
>
> Thanks,
>
> PayPal
> Chargeback Department
>
> Please do not reply to this email. This mailbox is not monitored and you
> will not receive a response. For assistance, log in to your PayPal account
> and click the Help link in the top right corner of any PayPal page.
>
> CB:PP-XXX-XXX-XXX-XXX:USD85.00:9/20/2013:XXXXXXXXXXXXXXXXX
>
>
> —————————————————————-
> Copyright © 1999-2013 PayPal. All rights reserved.
>
> Consumer advisory- PayPal Pte. Ltd., the holder of PayPal’s stored value
> facility, does not require the approval of the Monetary Authority of
> Singapore.
> Users are advised to read the terms and conditions carefully.
>
> PPID XXXXX

Then, the seller messaged me that he visited his local post office to find that his package had been sitting there for 3 months because it was sent back from the wrong address. The seller offered to send the item again. This was good.

I followed PayPal’s instruction to Cancel the Chargeback.

> Date: Fri, 20 Sep 2013 10:39:28 -0700
> From: service@intl.paypal.com
> To:
> Subject: Chargeback Inquiry Case # PP-XXX-XXX-XXX-XXX – XXXXXX
>
> Hello Tai Tran,
>
> We received your request to cancel a chargeback filed against this
> transaction and we’re contacting your credit card company about the
> cancellation. We also recommend you notify your credit card company about
> the cancellation to help move the process along.
>
> Transaction and case details:
>
> Seller’s Name: > Transaction Amount: > Transaction Date: May 27, 2013
> Case Number: PP-XXX-XXX-XXX-XXX
>
>
> For more information on this case, click the link below.
>
> https://www.paypal.com/vn/cgi-bin/?cmd=_chargeback-view-details&cid=PP-XXX-XXX-XXX-XXX
>
> Please fax us your chargeback cancellation affidavit. To find the affidavit
> form and fax cover sheet, log into your PayPal account, go to the
> Resolution Center, and click on the ‘Details’ link next to the chargeback
> you want to cancel. Our fax number is at the bottom of this email. Thanks!
>
> Thanks,
>
> PayPal
> Email: chargeback-response@paypal.com
> Fax: +1-402-537-5731
>
> Please do not reply to this email. This mailbox is not monitored and you
> will not receive a response. For assistance, log in to your PayPal account
> and click the Help link in the top right corner of any PayPal page.

The issue was I couldn’t find any link for the affidavit. I used their Help link.

then “Contact Us” then “Email us”

and received this error, in spite of the correct Transaction ID.

So I had to play around with other options to send an email to PayPal successfully.

PayPal’s follow up:

Date: Tue, 24 Sep 2013 01:12:19 +0000
From: webform@apac.paypal.com
To:
Subject: Re: Disputes (ID: XXXX-XXXX-XXXXXX-XXXX-XXXXXXX) (XXX)
Dear Tai Tran,

Thank you for contacting PayPal.
Thank you for your quick response. We have seen that you have authorized a chargeback cancellation on 09/20/2013. As of right now you do not have to have an affidavit. Thank you again. Please inform your credit card company that you are canceling this chargeback.
Sincerely,
Lian
PayPal, an eBay Company

Copyright© 1999-2013 PayPal Inc. All rights reserved.

Consumer advisory: PayPal Pte Ltd, the Holder of the PayPal™ payment service stored value facility, does not require the approval of the Monetary Authority of Singapore. Consumers (users) are advised to read the terms and conditions carefully.

After notifying Techcombank about the chargeback cancellation, I believe that’s it for this transaction.

Key takeaways:

  • PayPal is conflicting itself in its process and instruction. Do I need to fax a written and signed affidavit after all?
  • PayPal is making it complicated to contact them regarding issues. At least, PayPal’s email service is still better than eBay, which totally replaced email and chat support with automated help. (not that eBay chat or email was any effective because my technical problem with creating an eBay account five years ago was received with total apathy and suppressed by the customer support agent.)

**

In a subsequent transaction, I made sure I used “Goods” option to be protected. The item was sold for $140. I added 4% fee and sent $145.6, the seller in Sweden received $138. So the fee was ultimately $7.6, or 5.22%. I’m lost with PayPal fee here.

I understand that eBay and PayPal can improve their bottom line by cutting customer service cost, but as a customer (mostly buyer) I feel I’m lost when I need help on details.

A quick update of my opinion on online payment in Vietnam

By , May 2, 2013 4:40 pm
  • The online payment market consolidates (it is) even before penetrating mainstream buyers.
  • Online payment through credit card grows at a surprising rate. After all, Vietnamese users tend to learn more about online payment with services from banks. I personally don’t think PayPal’s model can be replicated in Vietnam, not with the power of the banks.
  • Many e-commerce sites still resist integrating online payment services because they feel their process will be jeopardized while transaction value through online payment isn’t worth it. Chicken and egg problem and they decide not to take the pain of educating users.
  • Many other e-commerce sites (e.g. Zalora & Lazada) drop NganLuong and OnePay with the same reason: transaction value through online payment isn’t worth it. Still, chicken and egg problem. I, an online payment advocate, have become frustrated.
  • We are all serious about online payment because that’s the future. But many of us have been acting like it’s a distant one indeed.

Credit card is NOT a must in developing e-Commerce. Here is how:

By , March 15, 2012 5:37 pm

During Asia Pacific ICT Summit I received a question on development of e-Commerce and @opspecgsmb tweeted that it depends on credit card penetration.

Dependence on credit card never happened in China and it is not happening in Vietnam.

The situation in  Vietnam (which many Singaporeans may find different from that of their own country)

  1. Still a cash economy
  2. People love buying topup cards
  3. Bank card penetration is only 30% of the population
  4. It takes an urban Vietnamese 5 minutes to visit their local mom-and-pop shop
  5. Every household possesses personal vehicle
  6. It costs 50 cents to deliver goods from a warehouse to a location in the city
  7. Buyers haven’t trusted online transaction

Here are what e-commerce companies in Vietnam are doing:

  • Setup distribution network with local mom-and-pop shops, pavement stalls, internet café. Provide these agents with physical topup cards or web interface or SMS interface. Exploit (4)
  • Cash on delivery. Exploit (3)
  • Partner with post offices. Customers can pay at post offices.
  • Provide cash collection services

So customers don’t even need to have bank accounts to buy and trade online, not to mention credit cards.

Of course, it sounds primitive but that’s what’re happening while we wait for the adoption to hit critical mass.

Where is the role of technology?

We can use PayPal. There are also local PayPal clones with much lower fees. With a local bank debit card (I don’t even need a Visa/Mastercard), I can buy stuffs online and perform interbank transfer for free (at least free for now when companies are educating users).

The obstacle is buyers habit and problem of trust.

Groupon clones have helped buyers become more comfortable buying and paying online.

I’ll write a separate post on solving the problem of trust.

So that pretty much wraps up one point on infrastructure for e-commerce in Vietnam. If you’re interested please CLICK HERE to read more.

Cheers

e-Payment in Vietnam: who are with whom

By , October 30, 2011 3:23 pm

Disclaimer: all information are sourced from public information.

Category Product Company Strategic Partner Financial Partner
e-Wallet NganLuong PeaceSoft PayPal

IDGVV

Softbank

MobiVi’ Viet Phu Experian  
BaoKim Vietnam Price (VatGia)  

IDGVV

CyberAgent

Payoo VietUnion NTT Data Saigon Invest
Soha Pay (MuaChung Pay) VCCorp   IDGVV
vCash VinaPay

MK

Net-1

IDGVV
WMV WebMoney Vietnam WebMoney Russia Viet A Bank
Mobile Payment MoMo VinaPhone    
Bank switchboard Smartlink Smartlink A syndicate of banks, led by Vietcombank
VNBC VNBC A syndicate of banks, led by Dong A Bank
Banknetvn Banknetvn State Bank of Vietnam
Payment gateway OnePay   Mastercard Vietcombank
Kiosk banking Paylink     Kosto Group
MK      
FPT Pay   FPT Online  

eBay.vn offers cross-border shipping service

By , September 22, 2011 6:07 am

I face a few issues ordering items from international online shopping sites:

  • Many sellers on Amazon and other online shopping sites (e.g. underarmour.com) do not ship goods to my location
  • Many sellers require hard-copy credit card scan sent to them
  • Customs and import tax handling
  • International supports are often ambiguous, time-consuming, and sometimes costly
  • PayPal has issues processing my local bank accounts

eBay.vn (a JV by eBay and PeaceSoft) now offers international transaction service, a solution to my issues.

How it works:

  1. You find what you need online. Condition: the site allows payment via credit card and/or PayPal
  2. Click here to place order via eBay.vn
  3. eBay.vn will order the goods and delivers to your door
  4. Fee: as for my item, a fee of $15 applied. Import tax & VAT are applied on top depending on the item

I placed an order with them and paid using NganLuong.vn (PeaceSoft’s payment solution, similar to PayPal). Customer service was responsive and nice.

There’s a promotion running, eBay.vn gives VND200,000 coupons to first-time users. Click here to grab it.

There are other similar (and smaller) services, but I put my trust on a company invested by eBay.

You wanna give it a try.

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