PayPal payment did not update into lead contract

Rafael Gutierrez shared this problem 4 years ago
In Progress

Lead ID 1187801


Customer made the required deposit payment to confirm the rental, but the PayPal payment did not update into the lead, and contract still shows deposit is required, and amount due doesn't reflect the payment made.


I'm assuming it may be a PayPal issue...and I am happy to manually add the payment that was made, but I wouldn't want to add the payment, and then the PayPal payment updates and we would then have a double-payment showing into the contract, possibly causing confusion.


Please let me know if I need to send you any other information. We did verify within our PayPal merchant account that the payment was sent to us and funds made available into the paypal account.


Thanks!

Comments (5)

photo
1

Could you check the lead ID that you referenced? It doesn't seem to exist. Also, if the customer paid via echeck on PayPal, it is often delayed because it takes time for the money to transfer.

photo
1

Double checked the Lead Id..it's correct. Brittany W, for 12/19/2015, 1pm to 7pm.


I logged into our PayPal merchant account and looked at the transaction...but I cannot tell if it was an e-check or a debit/credit card payment. All i can see is "instant" on the payment type. It was paid on Nov. 15th, at 14:03PST

photo
1

Hmmm. I don't show it in any of our logs. Is it possible she sent it to you outside of our payment page? Usually we see some sort of communication with PayPal even if it's an echeck or failed transaction. The other thing you should check is that your email address that you use for PayPal is entered correctly in Settings->Payment Options->PayPal.

photo
1

I also experienced this issue with PayPal with transaction ID: 1478244. The payment was made at the time of Auto Booking.

photo
1

Sorry for the mistake with this!


I was able to locate this transaction in our log. It looks like on that date there were several paypal transactions that came in for various customers without getting associated with a lead properly. It appears to have been a temporary bug with us or paypal on that date as it hasn't happened since. I have set us to get notified if this happens in the future.

photo