PayPal Problem

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   Customer has advised us that PayPaL rejects her order because she is in Canary Islands. We have specified this as a "sub" of Spain because otherwise we sometimes don't know the address is NOT mainland Spain and this underpay courier charges and wrongly specify address with the result that the package never gets through.

We believe that PayPal may only have Spain as a country and not any subs like "canary Islands but cannot check this using another of our PayPal accounts as we get the message that our account is not based in the right county to complete the order.

Cannot anyone tell me how to overcome this?

Stuart

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stuartvb Members Profile Find Members Posts Senior Member Joined: 08 April 2008 Location: United Kingdom Status: Offline Points: 295	Post Options Post Reply Quote stuartvb Report Post Thanks(0) Quote Reply Topic: PayPal Problem Posted: 06 March 2010 at 10:41am
	Customer has advised us that PayPaL rejects her order because she is in Canary Islands. We have specified this as a "sub" of Spain because otherwise we sometimes don't know the address is NOT mainland Spain and this underpay courier charges and wrongly specify address with the result that the package never gets through. We believe that PayPal may only have Spain as a country and not any subs like "canary Islands but cannot check this using another of our PayPal accounts as we get the message that our account is not based in the right county to complete the order. Cannot anyone tell me how to overcome this? Stuart

Silent_Explorer Members Profile Find Members Posts Senior Member Joined: 25 November 2006 Location: United Kingdom Status: Offline Points: 1337	Post Options Post Reply Quote Silent_Explorer Report Post Thanks(0) Quote Reply Posted: 06 March 2010 at 8:37pm
	Stuart, Like you I've also configured the Canary Islands as a "sub" of Spain, I've checked my sales records and I don't appear to have ever had an order from Canary Islands but I'd be interested to know if this is due to a PayPal country code issue Regards Nick G.
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stuartvb Members Profile Find Members Posts Senior Member Joined: 08 April 2008 Location: United Kingdom Status: Offline Points: 295	Post Options Post Reply Quote stuartvb Report Post Thanks(0) Quote Reply Posted: 09 March 2010 at 8:23am
	Can support help here?

Support Members Profile Find Members Posts RomanCart Team Joined: 16 March 2004 Location: United Kingdom Status: Offline Points: 10794	Post Options Post Reply Quote Support Report Post Thanks(0) Quote Reply Posted: 09 March 2010 at 9:05am
	Hi, We are investigating this. Thanks Support

stuartvb Members Profile Find Members Posts Senior Member Joined: 08 April 2008 Location: United Kingdom Status: Offline Points: 295	Post Options Post Reply Quote stuartvb Report Post Thanks(0) Quote Reply Posted: 19 March 2010 at 4:44pm
	This has still not been resolved and is becoming a real issue, is losing new customers and agravating existing ones. It is now 9 days since my query. Obviuously it has not been resolved but I haven't hears anything from support about the status of the query either. Please let me know what is happening. Stuart

stuartvb Members Profile Find Members Posts Senior Member Joined: 08 April 2008 Location: United Kingdom Status: Offline Points: 295	Post Options Post Reply Quote stuartvb Report Post Thanks(0) Quote Reply Posted: 19 March 2010 at 5:36pm
	Update: I have spoken to Paypal who said they would ring me back on Monday. The question I asked them was "in what country would PayPal consider the PayPal account to be in if the person lives in, say Tenerife?" This is because it seemed to me that if I gave a global choice in RomanCart of "Canary Islands" this would be of no value if Paypal specified these autonomous islands individually. In other words, in the example above, should my subsidiary to Spain be: Tenerife Tenerife - Spain Canary Islands Tenerife - Canary Islands I don't know if it makes any difference and neither did the support guy at PayPal so it is being checked out for Monday. Here's hoping! Stuart

stuartvb Members Profile Find Members Posts Senior Member Joined: 08 April 2008 Location: United Kingdom Status: Offline Points: 295	Post Options Post Reply Quote stuartvb Report Post Thanks(0) Quote Reply Posted: 24 March 2010 at 3:25pm
	Was promised s reply from Paypal on Monday. Needless to say, in line with their usual appalling customer services absolutely nothing happened. Support, you said you were looking into this. No further reply from you either. Is anybody addressing this issue? Edited by stuartvb - 24 March 2010 at 3:26pm

stuartvb Members Profile Find Members Posts Senior Member Joined: 08 April 2008 Location: United Kingdom Status: Offline Points: 295	Post Options Post Reply Quote stuartvb Report Post Thanks(0) Quote Reply Posted: 25 March 2010 at 4:19pm
	I have now got PAyPal to raise an incident, which I have forwarded to support. I have also emailed and separately telephone support and was told somebody would ring me back. ABSOLUTELY NOTHING has happende This is very rude as well as unacceptable and rather stupid bearing in mind that I have not quite yet renewed my my annual fee to RomanCart. Get you fingers out support and support! Edited by stuartvb - 25 March 2010 at 4:20pm

Support Members Profile Find Members Posts RomanCart Team Joined: 16 March 2004 Location: United Kingdom Status: Offline Points: 10794	Post Options Post Reply Quote Support Report Post Thanks(0) Quote Reply Posted: 25 March 2010 at 4:25pm
	Hi, See http://www.iso.org/iso/english_country_names_and_code_elements#c.. for the iso list of countries. The Canary Islands is likely to come under Spain - which is all a bit confusing. Let us know what PayPal say when they get back to you so we know what they are expecting. Many Thanks Support Edited by Support - 25 March 2010 at 4:25pm

stuartvb Members Profile Find Members Posts Senior Member Joined: 08 April 2008 Location: United Kingdom Status: Offline Points: 295	Post Options Post Reply Quote stuartvb Report Post Thanks(0) Quote Reply Posted: 25 March 2010 at 4:40pm
	PayPal have already said that they think Canary Islands is Spain. I have forwarded their communication to you together with my comments and the ball is in your court. Have you actually read my email, which also gives mny Store ID? PayPal say they think you are not sending the right information to them. The point is that the Paypal account will almost certainly be registered in Spain but the billing and delivery address have to be defined as Canary Islands because we have to set up different tax treatment (zero) there than mainland Spain, which is standard VAT. Unless there is some way I have mis-assigned things within RomanCart this can only be resolved between you and Paypal. I am not expecting further communication form PayPal - but they are - from you (see my email to you). This is now causing severe poroblems and customer disquiet.