EBay Order Payment Error (Paid Amount Doesn't Match)

 Event Type: eBay Order Payment Error
 
 Detail: Paid Amount Doesn’t Match
 
 Suggested Templates: *Shortfall or *Extra Payment

This system event is resulted by Actual Payments which do not much the Total Amount. There may be a short payment or an extra payment. Please see the Flow Chart below:

Sample and Procedures:

• Step 1: Check for the error:

This sample shows a Short Payment. The order Total Amount is greater than the Actual Paid Amount, and the difference is greater than $3; hence, buyer needs to pay more.

• Step 2: Discover the cause:

This sample shows that the order is from eBay.

Copy the Buyer/User ID and go to eBay Backend. Search Buyer ID:

Click on the Record Number:

In this sample, based on the buyer’s postcode, the postage cost is $18.57, but if you check it on the postage calculator, it should be $32.57. That is the cause.

• Step 3: Contact Buyer to ask for payment:

If the order is from Crazysales, you may send an email notification asking for payment in Kayako by creating a New Ticket. If the order is from eBay, you may contact the buyer via eBay Contact by getting the Buyer/User ID and going to the eBay backend.

To contact the buyer, click on the Buyer’s ID:

Then click on “Contact”:

Select the item bought by the customer and click “Continue”. Sent a shortfall notice to the buyer as provided in our system events template.

• Step 4: Put a note on CS Backend and finish the event:

Go back to the CS backend after sending the message to the buyer in eBay contact. Put a note without changing the order status and click “Internal Only” to save the note:

The order status should remain “On Hold” until the buyer pays. Click “Finish” to end the event.

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Editor/s:

Willy Balanoyos; Jane Jian