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Continuous PayPal Authorizations on Cancelled Order
Back in August I was looking to purchase a laptop and made a purchase through guest checkout with PayPal. After a couple days my order was cancelled without explanation. And I was not alerted by phone or email of any cancellations. No junk mail either.
Dell Canada should have reached out to me. This was inappropriate customer care. There was an adequate amount of money available to pay for the order. And the authorization for this initial transaction occurred without issue. I don't understand why it was cancelled.
After calling Dell, a new order was placed, but through credit card this time. The representative I had made sure to provide me with what I needed to track the order, and contact info in case something went wrong. And I successfully received my new order, and had no further issues with this new order. The problem I am having is with my cancelled order through PayPal that is still wrecking havoc for me.
Dell Canada has applied more than half a dozen authorizations against my PayPal account over the last 2 months, with some having a status of cancelled and were cancelled the same day according to PayPal. Others pending, some declined. This issue would occur on 10-day intervals. I received emails from my bank who continue to flag these transactions as nearly emptying my account.
I have tried to work with Dell support, and with PayPal. PayPal had recommended I make a request to Dell Canada to remove my PayPal information and provided me with all transactions they had on file that Dell Canada has made. I had made this request in my last phone call to Dell.
In that same phone call I also provided some of the transactionID from PayPal, not all as the Dell Rep had requested I only provided one, and I was able to convince them to take a second transactionID. On September 22, 2023 I had received another authorization despite email acknowledgements that those and other PayPal transactions from previous calls were voided. From online searches, others who had similar issues had attempted to have Dell remove PayPal transactions manually as well.
I have several case numbers, and to my latest case number I have not received an email response back when asking if my PayPal information was removed. It has been more than a week. Today I attempted to contact Dell while on the phone with a PayPal representative who was willing to explain to a Dell representative how these continued authorization attempts would cause me problems with my bank. However, Dell's office was closed so this call could not take place.
I do not owe Dell Canada any money. I paid for my new order without issue. It was directly paid off from my credit card. The cancelled order was to be paid through PayPal. The PayPal authorization shows up in my PayPal account, and is then charged on my credit card. So I am able to clearly see a distinction between the two orders in their transactions and transaction details.
I don't expect to get any help in resolving this issue at this time. The longer this goes on, the less faith I have that this will be resolved. I am posting my problem to this forum so others who may eventually come across this issue can clearly see that this problem is alive and well.
marvelousBugFinder
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October 18th, 2023 19:23
October 18th Update
The issue was successfully resolved on October 10, 2023. The order no longer shows up in my PayPal activity, the amount of money taken out in authorization holding was refunded to me and was seen on my credit card. All is fine there. The new case specialist I have been provided actually responded to my issue and kept in communication with me throughout this time, including properly keeping in contact with me after the issue was resolved. This has been a welcomed change from garbage grade customer service I have received up until this point. This should be normal.
For suggestions on what to provide to Dell support: Provide them the original PayPal order as outlined in the previous thread entry on October 6th. If they refuse and will only accept the latest transaction ID, call for a different representative as following the latest transaction ID will just lead you down a wild goose chase like it did for me. Providing the latest transaction ID did nothing to help the underlining issue, only temporarily fixing it until the next authorization period. If they suggest all transaction IDs related to the one you provide will be cancelled, that is not correct based on my current experience with Dell support. The finance team at Dell should be involved to remove the AUTH hold.
I was compensated $50 for my trouble. Not at all worth it.
I hope others are able to use this for reference to be be able to avoid the garbage experience I have had dealing with Dell. I cannot say I would ever recommend Dell to anyone after this.
marvelousBugFinder
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September 26th, 2023 00:30
September 25th Update.
So far no luck on the issue being resolved yet. But I now have another concern to raise regarding customer care.
I phoned Dell Support and was transferred four times with multiple call disconnects inbetween some transfers, wasting 30 minutes of my time today to try and talk to someone about this issue. Even the automated system disconnecting me. And this is not including the time spent talking to the Dell Rep who took the case today and a manager afterwards. Very frustrating.
meilod00
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October 1st, 2023 01:06
Same issue. Who do I have to contact?
marvelousBugFinder
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October 4th, 2023 00:58
October 3rd Update
Issue is not resolved yet despite receiving an email this morning from the Dell rep I spoke with on the 25th suggesting the issue was resolved. A new authorization was placed against my PayPal and credit card a couple minutes ago, this evening.
Since my last update, I am now involving my bank and credit card issuer to see if they can do something about this, in addition to PayPal. I will be reaching out to my bank, PayPal and Dell again tomorrow. For now I followed up with another email responding that the issue is not resolved to the Dell rep. So far my experience in posting replies to these tickets for the past several weeks has been lackluster with no follow up from the reps after their response confirming the issue is resolved. Last time, before this ticket, I waited 5 business days without a response. So I will be calling Dell again tomorrow.
Will be posting another update soon.
@meilod00 Sorry to hear you are in the same boat. I can't say for certain, but so far I have been trying my bank, PayPal and Dell support.
PayPal has suggested this issue is a Dell problem as only they can release the hold on the authorization and they are the ones issuing it. Given the circumstance, PayPal is able to provide you all the transaction IDs Dell places against your PayPal for reference purposes. When I called, they were able to do this, so I have a follow account of all transaction IDs Dell has posted authorizations over.
Calling your bank you may be able to have them put a hold on transactions given the amount of money, and a matching description. But so far I don't know how effective this is because the authorization came through on my credit card anyways. If this takes time to work, or if this is something that just doesn't work. I will find out from my bank soon.
So far I don't know who at Dell can really help to solve this problem. Either I get passed around by reps from different departments or someone takes the issue and treats the symptoms than the cause. This is why I am also documenting updates in this thread.
It might help give some guidance to others who may have the same problem. If it eventually gets resolved then I can write about it, but otherwise I will continue to provide updates on steps I am taking.
marvelousBugFinder
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October 6th, 2023 20:37
October 6th Update
No response back from the Dell rep who I talked with on the 25th from my email response. I filed a complaint/feedback regarding this as this is the second time I was ignored by email. Very unprofessional, and insincere. The first email still does not have a response despite being over two weeks old.
I phoned my bank/credit card issuer again to let them know the transaction was still showing up and it will be another week or so till the block is put in place. A stop payment order against Dell Canada was placed over this.
I phoned PayPal again to ask for new transaction IDs related to Dell Canada's continued authorization attempts, but receive new and more comprehensive information from an experience representative to help explain why this issue is occurring.
Dell Canada cancelled the order, but did not cancel the order from Dell to PayPal. This can be confirmed by going to your payment activity, and filtering for the exact date of the original order. In my case the original order was August 10, 2023, and so I selected a filtered date range of August 10-August 11, and in the activity I could clearly see an order pending from Dell, along with the subtext "Order Placed", "Your payment method will be charged when Dell Canada Inc completes your order".
This is related to an Order Auth Capture. And the period of time Dell is allowed to do these authorization attempts. In my case is up to November 8, 2023. I was provided this date by the PayPal rep as I cannot see it in the Order on PayPal. After that date has passed, on November 9, 2023 PayPal can intervene and cancel it. But it was recommended to have Dell cancel this sooner. Until November 9, 2023 Dell is the only one who can cancel this for me.
I was told to provide this information to Dell. And today I had a subsequent phone call with the first Dell rep I spoke to about this issue, from back in early September. A case specialist was assigned to my issue, the information was forwarded to an internal team to investigate. And I was told that the information I provided regarding the Order Auth Capture was also provided.
I am currently hoping that this issue will be resolved with this information and that this information may help others when asking questions to PayPal and to Dell for their similar issues. This has gone on for far too long. And has been extremely frustrating. This seems like a problem that should not have happened.
I will post another update later when I have more information or if any progress was made.
Paradoxik
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November 4th, 2023 21:25
@marvelousBugFinder I am having the same issue.Was there a particular phone number or department you reached out to? I can't even initiate a chat...and no one seems to be available over the weekend.
Literally used my paypal balance to pay $3.17 in tax on a $49.99 item that was bought with Dell Rewards dollars. Dell IMMEDIATELY cancelled the order (it was a digital Xbox game), but not before authorizing a hold for the full $53.16.
This happened on 10/24, and I made multiple calls to various Dell departments before someone reversed the charge. TEN DAYS LATER, I get ANOTHER 'temporary authorization' for $53.16 via Paypal (no email). According to Paypal, this is because (even though Dell cancelled my original order) Dell never saw fit to cancel the Paypal transaction attached to it.
This is my first transaction with Dell, and it's not going so great.
marvelousBugFinder
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November 27th, 2023 02:27
@Paradoxik See my response under your own post.
https://www.dell.com/community/en/conversations/customer-care/multiple-paypal-authorizations-on-cancelled-order/6547b11d2564ee6235c8d474
User837383
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May 6th, 2024 00:54
I'm going through the same thing and apparently this has been going on for years with any PayPal Dell purchases. Each time they say the "finance" team has fixed it but here we are 2 months later and same stuff.
<Violations as defined by Dell removed. Read the Forum Code of Conduct. DELL-Admin>
(edited)
marvelousBugFinder
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July 9th, 2024 01:59
@User837383 follow the instructions I left in my resolution post. These were the instructions that lead to the issue finally being resolved. And the October 6th update post that outlines the actual cause of this issue.