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PTA Education
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February 22, 2015 at 8:40 pm
Hi guys,
We have not been getting money into our bank account when customers successfully made the payment since the start the Feb.
We did get notification emails from EE in regards to who have paid for the events. We just realized this weird situation when our accounts approached me recently.
Customers claimed money have been deducted from their accounts. Paypal wasn’t being helpful by denying any problems from their end.
I understand you guys must have been busy with adding more new features and answering tickets from many other customers. I was hoping when you get a chance, please provide a constructive solution. Otherwise, I have no choice but to request refund,which is the last thing I wanted to do.
Appreciate all your help and look forward to hearing from you soon.
P
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Dean
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February 23, 2015 at 4:06 am
Hi,
I assume the people with this issue are still being registered in EE and being marked as payment complete?
Your site is using PayPal Standard, which is an offsite gateway so the actual payments are handled on PayPals website.
There is no way that Event Espresso can affect whether payment is deducted from the customers account and sent to your account. We provide the request to PayPal, but the actual transfer is handled by PayPal’s secure system.
One thing to check is to make sure that the PayPal email address in your payment settings of Event Espresso is set to the correct email address. If it is wrong, then payment could be being sent to a different account.
Also, we do provide a system where the PayPal email address can be over ridden on a per event basis (see the Per Event Settings here: https://eventespresso.com/wiki/payment-settings-ee3/#PayPal) which may be worth looking at as well.
As such if the registrations are valid and everything seems ok in EE, then I would have to assume this is an issue at PayPal’s end.
(Around 70% of our user base uses PayPal, so I’m thinking this issue is localised to you, as we would have been flooded with support requests otherwise).
If any of the above is not correct or you feel that the issue lies with Event Espresso, please provide more information and we will happily look into the matter further to see if we can help you get this resolved.
(Further info examples: whether attendees are marked as complete, whether it affects all events or just a few, whether it affects all attendees within an event or just a few, and any other info you can think of that would assist us).
For reference, please see our Terms, section 6, regarding our refund policy: https://eventespresso.com/support/terms-conditions/
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