I'm hoping you guys can give me some advice about how to handle this.
I was using the PayPal Here card swiper & after all kinds of bad luck using PayPal in General, I switched and started using Square instead.
I found out today that my PayPal account (that I stopped using mid May) has a negative balance. (PayPal didn't even inform me). I called PayPal to find out what on earth was going on and was told that I had a dispute from a charge back in May (the last show I used PayPal at) and it was charged back. They couldn't give me any of the information about the transaction other than the date & the ladies name. Well how crazy is that? They can't even tell me what the summary of the transaction was, just the total.
After pouring through my paperwork, lucky for me I was able to find the ladies email and her address that she had written down in my guestbook. I also remember the item because it was the last sale of the day & she kept me there for over an hour after the show had ended the last day.
I hate to think that despite everything she doesn't get the artwork plus the money both. This was one of my bigger ticket pieces.
My question is this, how do I handle this? How do I send a nice email to this lady? If the email goes unanswered then what do I do? I've never had to deal with this before & have no clue how to proceed. I was hoping you all could help.
I found the email from PayPal about the transaction, I can't blame the lady for disputing the charge, it doesn't even mention what it's for or give my business information. I can honestly say that I hate PayPal & will never do business through them or with them ever again.
Thanks for the help,
Mel
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A few years back my store and forward machine died in the middle of a show. Luckily I had a Square that someone had given me and a smart phone and was able to continue taking charges. I was unable to download $800+ from three transactions from the store and forward machine. I did have two of the emails and I emailed each of the people about the problem and asked them to call me with their credit card numbers so I could reenter the transactions. I didn't have an email for the smallest transaction so I had to write that one off. Both people got back to me within an hour and I was able to run their transactions through Square. Start with a nice email explaining what happened and ask the lady to call you so you can run the transaction again. Don't get credit card information through email, it is not secure.
Yes. I had them call me also. I agree that email is not the place for personal information like account numbers. I would like to know more about the library you mention. I am not familiar with that.
Rich Terry > Jeanne Morningstar KentJuly 10, 2014 at 7:20pm
In square you can set up a library of items and add an item as needed. When the transaction in completed it shows exactly what is purchased.
I had a woman last year file a chargeback saying she never purchased an item from me. When I disputed it i had a description of her purchase along with her signature. I also take a photo of everyones drivers license for proof of ID. If they object or do not want to provide an ID, No Sale...
I use Square all the time and i never enter a transaction without a discription even if I have to enter one in the library. That way the discription is always on the transaction and get a signature.
A very long time ago I had a customer who gave me a check that bounced. After attempting to track her down, il contacted her bank and found out she had a history of doing this. I immediately wrote it off as a loss rather then spending more money chasing her. More recently I had two customers purchases not go thru when I was using Square off line. Because I used t eh knuckle buster, I had their contact information and did so the next day. As One apologized and offered a different charge card which was accepted.
The second was an older gentleman who had written down his information incorrectly. It took two calls to straighten it out, but he was very understanding and I was patient. I think that most people are honest and make errors or may have more then one charge card to choose from. My advice is to take the attitude that they made and error and did not intend to cheat
you. it will make you more patient and able to solve the problem. Call when you are calm and don't have a lot of distractions. Apologize for having to bother them and thank them when they make things right. Good luck!
Replies
A few years back my store and forward machine died in the middle of a show. Luckily I had a Square that someone had given me and a smart phone and was able to continue taking charges. I was unable to download $800+ from three transactions from the store and forward machine. I did have two of the emails and I emailed each of the people about the problem and asked them to call me with their credit card numbers so I could reenter the transactions. I didn't have an email for the smallest transaction so I had to write that one off. Both people got back to me within an hour and I was able to run their transactions through Square. Start with a nice email explaining what happened and ask the lady to call you so you can run the transaction again. Don't get credit card information through email, it is not secure.
I had a woman last year file a chargeback saying she never purchased an item from me. When I disputed it i had a description of her purchase along with her signature. I also take a photo of everyones drivers license for proof of ID. If they object or do not want to provide an ID, No Sale...
The second was an older gentleman who had written down his information incorrectly. It took two calls to straighten it out, but he was very understanding and I was patient. I think that most people are honest and make errors or may have more then one charge card to choose from. My advice is to take the attitude that they made and error and did not intend to cheat
you. it will make you more patient and able to solve the problem. Call when you are calm and don't have a lot of distractions. Apologize for having to bother them and thank them when they make things right. Good luck!