Paypal not going through, refunds purchaser a second after buying.

Anyone else having a problem with paypal not working as a payment method for someone trying to buy prints? Fotomoto or paypal quickly refunds the money back to the purchaser and the print is not able to be purchased.
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  • Derek (Official Rep) May 06, 2020 19:08
    Hi Brandon,

    Thank you for the post. This issue has affected a small number (< 5) Fotomoto sellers, unfortunately including yourself. In all cases, PayPal is automatically reversing their charges, and Fotomoto responds that the order could not be processed.

    We are in contact with PayPal to determine the exact cause and will work with the involved parties as needed to resolve it as quickly as possible.

    We have a list of affected order attempts and will be contacting the sellers to coordinate efforts to let the buyers know when they can re-attempt their orders.

    At present, the best solutions are:
    1. Connect a Stripe account to your Fotomoto account as use that instead.
    2. You can invoice your customers directly via PayPal or otherwise, and then order the desired products on their behalf directly via Bay Photo at https://bayphoto.com/order/.

    If you need any assistance in determining what was in the orders that failed, please contact us via the "Contact Support" button in our Support Center at https://support.fotomoto.com/s/.

    I will post an update in this thread once I have more information.

    Thanks again and kind regards,
    Derek
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  • Derek (Official Rep) May 09, 2020 18:38
    Hi again Brandon,

    PayPal has advised that the reason for their immediately reversing the charges is that certain settings in the seller's PayPal account need to be changed. They wouldn't elaborate further on which changes those are, but they advised that you should be able to log in to your PayPal account and there will be a banner indicating what you need to do. In the case of one other seller that was affected, it was simply a matter of them needing to verify their address in their PayPal account.

    Unfortunately we have no visibility in to what those settings are, so please log in to your PayPal account and check for a banner or other indication that you need to change certain settings. If it's not clear what needs to be done, please contact PayPal support.

    If anyone else is affected by this issue, we'd be happy to know what PayPal setting you needed to correct so please feel free to post a comment here.

    Last, we are monitoring payments that are immediately reversed and will do our best to quickly notify any of our customers who are affected.

    Thanks again and kind regards,
    Derek
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