Hello everyone.
Many of you that ordered early on know that we encountered a problem getting funds transferred through PayPal. We linked our webstore to them to process both Paypal and credit card orders. If you used a credit card, PayPal processes the order and sends it to your bank. Then, they are supposed to transfer the money our bank. We realized they were in fact not making transfers and became concerned after what should be a maximum of 21 days delay.
After getting zero help from their company representatives, we decided to switch processors, and linked our site to Square, which another large payment processor. We have had no problems with them regarding transactions. PayPal stated that they would begin bi-weekly transfers in December, but never did so. At that point, we gave up trying to find a solution through them and worked to figure out the best way for customers to get a refund from PayPal. They could then simply re-order the Caladan from us and move forward.
If you ordered before December 5, 2023, we ask that you obtain a refund through PayPal, using the following method:
1. Call the PayPal Support phone line at 866-837-1851
2. The system is automated, so tell the answering robot that you want to open a dispute. If it asks the reason, say: Did not receive product. Talking to an individual is a waste of time.
3. PP will then send us both an email stating a dispute has been entered. Then, a few days later, another email comes showing that they have contacted the seller (me) and is waiting for me to respond. We have found through experimentation that it works better if simply don't respond. After about 1 week, they will close the case and return your funds. All automatic.
4. Re-order Process: Since the price of freight has changed on our checkout page, just call me directly to reorder: 801-631-2994 after you get refunded from PP. From my Square business portal, I can enter the same amount you originally paid and send you a transaction receipt.
5. We are holding everyone's position in the build schedule, so don't worry about losing your place.
Feel free to contact me directly if you have any questions. My email is [email protected]
Regards,
Clayton
Hello Clayton,
Just read this post, a few minutes ago, being one of those who ordered the Caladan speaker before December 5 2023 thru my credit card(placed my order on Nov 20 2023), - I went back and rechecked the transaction history of said credit card; Learned that the transaction was successful and processed by squareup.com - which is the current processor your company is linked to - and it showed my order number which is 851. So does this mean that your issues with Paypal has been resolved and that my order is still current and that I can expect the delivery of my speakers ... soon perhaps?
Thank you,
Ramrego
Hello Ramrego,
Fortunately, your order came in after we switched to Square for payment processing, so you are in good shape.
Thanks,
Clayton
@clayton-shaw Hello Clayton. Kindly looking for an update on invoice 147.
Will it likely ship before you leave for the Axpona show?
Best Regards,
Stephen
Hello Stephen - your order should be shipped late this month based on your order date.
Clayton