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Where does Brick Owl get the Billing Address from ?
An order just arrived. The buyer is brand new. They purchased an expensive Star Wars set (like aren't they all expensive these days ?). The "Shipping address" on PayPal is different from the "Shipping Address" on Brick Owl, but matches to the "PayPal Address" on Brick Owl. The Brick Owl "Billing Address" and "Shipping address" match tho.
Under the circumstances, I am reluctant to process this order, because the customer wants it shipped to one address and PayPal is telling me to ship it elsewhere. Any opinions ?
Under the circumstances, I am reluctant to process this order, because the customer wants it shipped to one address and PayPal is telling me to ship it elsewhere. Any opinions ?
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But I do understand about the gift theory, PayPal does not work that way tho.
USPS Priority Mail, but I don't see any way that would change this.
If only you knew how many times this came up in the forum.
BrickOwl terms are in conflict with PayPal terms. If you ship to the address provided by BrickOwl and the buyer files a not received claim with PayPal. You loose. PayPal will refund the buyer.
I would suggest contacting customer and get confirmation of which address at the very least.
99.9% of buyers are honest... but there's always that 1. Being new to the site would suggest they aren't familiar with things.
I will reach out to the buyer, but if they insist on using the BO shipping address, then what ? I will not ship to an address other than the PayPal address. At a minimum I refund the payment, and eat the PP fee. What happens to the order on BO at that point ?
If I had 100 of these sets, I might be willing to take a chance. But I have one, and only one.
If you are talking about the button to edit the address for the shipping label, that's no longer there. And using that button voided any PayPal seller protection on the transaction.
The only "safe" option would be contact customer, inform them you only ship to address provided by PayPal, if that isn't what they want. You could cancel the order, refund them, then ask them to place the order again BUT with them entering the correct address with PayPal.
I never run into this on BL - I have a regular customer who drop ships minifigures to a different name and address with each purchase. Addresses always match.
> You could cancel the order
How do you do that on BO ? I am well familiar with how I do the refund over at PP, but I've not seen a way to cancel the order.
Hope that helps!!
We always ship to the address we receive from Brick Owl and Paypal. If someone openes a disupte at Paypal (happende 2 times in 5 years) we just confirm paypal that we have shipped to the correct address. Yes, just confirmed, shipped to the correct address - we do not repeat any address in the communication with Paypal. And than it was safe for us.
We ship also everything above 20€ with a tracking - this makes it more difficult for someone who has so criminal energy.
We import all addresses automatically into our system - therefor we do not have the time to cross check all addresses.
Something needs to be clarified here concerning who carries the risk in the transaction. When eBay is involved, eBay carries the risk, not PayPal. Pretty much everywhere else the risk is between PayPal and the seller. You will note that Amazon does not allow you to pay via PayPal, because they want to do all their own risk management.
At this point, I am waiting for the customer to respond. If they have not responded by later today, I will refund/cancel. Had this been a buyer with an established track record, I might have viewed the situation thru different eyes. That is part of risk management. Had the customer been ordering something I have a great desire to move out the door, I may have looked at it a bit differently. That is also part of risk management.
At the end of the day, and will all due respect to Bricks-Shop, the PayPal seller protection is very clear ... Ship only to the address on the transaction.
When you ship to the address provided by PayPal, as long as it shows "eligible" you are covered BUT ONLY for "item not received" claim by buyer, as long as you have a tracking number and that tracking number shows as delivered to the address provided by PayPal.
If you edit the address on PayPal and ship to the one provided by BrickOwl you DO NOT have any protection whatsoever (AFAIK even if you have proof - tracking and receipt etc).
BrickOwl do NOT carry the/any risk if the buyer chooses to file an "item not received" or anything else.
This is why myself and others have asked @Lawrence to "fix it" many times, his last response was that it can't be fixed due to PayPal's API - which I don't understand the reason - every other venue I either sell on or buy from doesn't have this issue.
@Lawrence couldn't you at least include a message in the check out flow for the customer to "make sure your shipping address is correct on PayPal"
As it stands BrickOwl's terms are in conflict with PayPal's terms
If the customer has moved and not changed their permanent address with PayPal they are in default with PayPal's t&c
If the customer wants to ship a gift THEY need to enter that address on PayPal during check out.
Part of this issue revolves around customer perception. If the customer perceives they are going to get what they want, they may place the order there (even if the seller isn't going to do it). And then we end up where we are today.
ETA: no one has answered my question posed in the title ... where is BO getting the billing address from ? If not PayPal, then it's just some field the customer is typing something into.
https://www.brickowl.com/user/823093/addressbook
In most websites when you are making an order in the checkout you see your address where it is going to be shipped (as you filled it when registering or doing it at that moment) so I would expect to receive the order in that specified address, PayPal address can be set for long ago and most people don't update it if just use PP casually.
How many times did you use seller protections vs headaches with shipping addresses? If the math for you is right or left do so then
At a minimum I think the customer should respond to my attempt to contact them.
I was looking for a setting to block orders with address mismatches. I have one that's $5 - I'm going to send it after I've wasted time confirming with the buyer. (also now have to request a refund from ShipStation). But I agree automatic cancel is probably just the best and fairest thing to do.
That's the no. 2 issue I come across, PayPal TOS require you to keep a valid, current address.
The no. 1 issue is customer entering incorrect zip code on BrickOwl
@Bricklanta i don't think you can block orders in that manner, you can block users. Unfortunately I don't see this problem ever going away - it's the way @Lawrence wants it. His site. His rules.
Having said that, my accumulated impression is that PayPal (at some point in time) associates an address with an account (e.g. email address, phone number, or whatever). PayPal does not forward verify the continued accuracy of that address, they just keep supplying it on transactions until such time as the account holder changes it to some other address.
For PayPal payments in Express mode (i.e. guest checkout or just present a card with no prior account), PayPal has to do something similar to the Stripe address/zip verification.
But that is where we get into a corner condition (as I did with a recent Stripe payment) where the customer is using a non-business card for business purposes. Customer gets billing to their home, but wants to enter the billing/shipping address as the business address. Stripe will allow that to authorize, but it will fail the address verification. As I have zero visibility as to why the address is failing, I'm not going to handle any of those going forward. Either the customer needs to honestly supply the correct billing address, or they go elsewhere.
In the past, I was told (and informed some customers) that they can talk to the card issuer, and request additional addresses to be added to the bank's records. I'm not sure that has ever actually worked, but I think some banks support it.
Is it this ? "Initiate payments from the “pay anyone” subtab of the Send Money tab"