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Post by Julie Harris on May 29, 2012 14:03:09 GMT -8
I'm getting no help from 'support' about my Smashwords Paypal payment that's marked as completed, but never made it to Paypal. Several polite emails to Smashwords support haven't helped; I've been referred and cc'd to someone else who hasn't acknowledged my emails.
Paypal has assured me all's ok their end. So what happens when payment has been marked as completed but has never been received? I never got a 'you have funds' email from Paypal, nor is anything showing up in my Paypal transactions as being received. Paypal email is the same one I use for Smashwords.
Has anyone else had this happen?
Is it because Smashwords support is short staffed at the moment and there's a huge backlog of issues?
Is the finance person on vacation?
I'd be happy with an acknowledgement and a 'we're looking into this'.
One month on, still nothing.
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Post by Ted on May 29, 2012 14:50:05 GMT -8
So Paypal isn't accepting any responsibility other than saying they never received funds from Smashwords, and Smashwords isn't accepting responsibility other than their site indicating the quarterly payment was delivered to Paypal. Yikes. Hopefully this incident only occurred once and you've received payments on other quarterly dates.
I'd do a Print Screen (if you have a PC) picture of the Smashwords page showing royalty payment completed, get copies of your emails to/from Paypal and Smashwords regarding this mess, and mail both the pictures and email copies to the Tax Compliance Dept. at Smashwords asking them to find out what's going on.
Then do the same for Paypal and ask them to look into it. Something is wrong somewhere, so might at well get both companies looking into it.
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Post by Julie Harris on May 29, 2012 15:36:22 GMT -8
Yep, Ted, done all that. (It was my first payment from Smashwords. There was nothing else left except ask on this forum if this has happened to anybody else.)
Still no acknowledgement from Smashwords finance person who's been cc'd umpteen times already + direct email. Noted Payment id number and the amount supposedly paid (taken from my Smashwords account details); emails + phone calls to Paypal Australia, even sent screengrab of the Paypal transaction page to Smashwords finance person that proves nothing received, with a read receipt requested... Nothing yet and this has been going on since May 5.
I'm thinking maybe there was a typo in the email address when payment was made, but how can it be marked completed if it was never claimed? I've received money from Paypal at this address before, via ebay. As the Smashwords payment was never received by Paypal - there's nothing they can do except suggest it was sent to the wrong address.
Sigh. I shall add an easier email address to my paypal account and hope this doesn't happen next time. It's not a huge amount of money, but what really irks me is that nobody at Smashwords gives a rats.
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Post by Ted on May 29, 2012 16:36:45 GMT -8
Yeah, that's a pain in the rump. I can relate a bit, as I've been waiting a month for payment from Amazon. Sheesh.
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Post by Julie Harris on Jun 4, 2012 16:01:32 GMT -8
Heard back from SW, but still cannot understand why the payment never got to me when it was supposed to.
"We issue credits when Papal (Paypal) sends us the final payment report and refunds us which is usually 30-40 days from the time we send payments. You should see a credit on your account within the next few weeks."
It's going to be fun if this happens each time!
With Amazon payments, because I'm not a US citizen, I'm paid by cheque (check) which costs $10 to deposit and takes 32 working days to clear. My Oz friend got a fright when her bank refused to accept Amazon's cheque because it was a US cheque, so don't feel bad if yours is a bit late, Ted.
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