Amazon

Missing PayPal Payment

IF Member Is Reporting A Missing PayPal Payment

THEN Send Payments > PayPal Payment Failed (Request Correct Email Address) MACRO

THEN Once they have replied with their PayPal email address

THEN Click View Payments & Follow Process Below For Corresponding Payment Status

Unclaimed/On-Hold PayPal Payment

If the payment shows as On-hold

Then let the member know they will need to Verify/Activate their PayPal account to claim the funds.

If the payment doesn't appear in their PayPal account after activation

Then it can be treated as an unclaimed payment. (Follow the appropriate steps below.)

IF Payment Shows As Unclaimed

THEN Click View Payment

THEN Check If Email Address Provided Matches Email On File

IF Email Address Does Not Match (Member Changed Their PayPal Or Had Typo)

THEN Send Template Below

The PayPal address in your account does not match the PayPal address provided. For security purposes, please update your PayPal address here:www.ebates.com/account-settings.htm

You will need to be signed in to your account to make these updates. For your security, an email will be sent to the email address associated with your account. You will need to enter the code in the email to confirm and update your information. Please note that the code in the email will expire after 30 minutes so make sure you complete this process within that time frame.

Please reply back once the necessary update is complete.

THEN Once PayPal Address Has Been Updated

THEN Click View Payments

THEN Click Cancel To Unclaim Payment

IF Payment Was Canceled Successfully (Payment Updates To Returned And Status Is Unpaid)

THEN Click Request Payment

THEN Send Payments > Late Payment MACRO

IF Cancelling / Un-Claiming Payment Fails

THEN Send KB > Transfer (Everything Else) MACRO & Transfer To Abuse/Payments Unassigned - PayPal Payments

IF Email Address Does Match What Is Currently On File

THEN Add Private Email Comment Below

"PayPal address provided matches address on the account"

THEN Send The Template Below

Thank you for contacting us. It appears that your PayPal account is unregistered. When you create a PayPal account, PayPal sends you an email with a link which you click to verify your email address. Once you complete that step, your PayPal account becomes registered and you can view your payments. If this does not work for you, we can also send you a check instead of PayPal.

IF Member Replies YES (Fully Registered With PayPal)

THEN Click View Payments

THEN Click Cancel For That Payment

IF Payment Cancelled Successfully

THEN Click Request Payment

THEN Send Payments > Late PayPal MACRO

IF Member Replies PayPal Payment Still Missing

THEN Add Private Email Comment Below

PayPal addresses matches, fully registered, payment still missing

THEN Send KB > Transfer (Everything Else) MACRO & Transfer To Abuse/Payments Unassigned - PayPal Payment

Returned PayPal Payment

If a PayPal payment is not claimed within 30 days and/or if the PayPal account is not verified, the payment will be returned to Ebates. NOTE For older payments this may be listed under Account Adjustment Summary on View Account.

IMPORTANT

The payment will be unpaid for all orders that were included in that payment date. You can see that this occurred by viewing the notes of the account, stating "Q### payment removed due to returned or denied Paypal payment."
The member's PayPal address has been removed from their account since there was a problem paying to that address. This then defaults to check payments.
An email is sent, asking the member to update their payment information.

IF Member Writes In For This Payment

THEN Send Template Below

For security purposes, please update your PayPal address here: www.ebates.com/account-settings.htm

You will need to be signed in to your account to make these updates. For your security, an email will be sent to the email address associated with your account. You will need to enter the code in the email to confirm and update your information. Please note that the code in the email will expire after 30 minutes so make sure you complete this process within that time frame.
Please reply back once the necessary update is complete.

THEN Once PayPal Address Has Been Updated

THEN Click View Payments

THEN Click Request Payment

THEN Send Payment > Failed PayPal > Resend Payment To Updated Address MACRO

Failed PayPal Payment

IF PayPal Payment Shows As Failed

THEN Send Payments > PayPal Payment Failed (Request Correct Email Address) MACRO

IF Address Provided Does Not Match

THEN Send Template Below

The PayPal address in your account does not match the PayPal address provided. For security purposes, please update your PayPal address here: www.ebates.com/account-settings.htm

You will need to be signed in to your account to make these updates. For your security, an email will be sent to the email address associated with your account. You will need to enter the code in the email to confirm and update your information. Please note that the code in the email will expire after 30 minutes so make sure you complete this process within that time frame.

Please reply back once the necessary update is complete.

THEN Once PayPal Address Has Been Updated

THEN Click View Payments

THEN Click Request Payment

THEN Send Payment > Failed PayPal > Resend Payment To Updated Address MACRO

IMPORTANT If the payment was an FTB payment it will be send on the next Quarterly Payment Date

IF Address Does Match

THEN Send Template Below

Thank you for your patience. PayPal did not allow our payment to this address: XXfailedpaypaladdressXX

Is there another address that you can enter into your Ebates account for payment, or should we try payment to this address again?

IF Request Payment To Same PayPal Address

THEN Click Cancel To Unclaim Payment

THEN Click Request Payment

THEN Send Payments > Late PayPal MACRO

IF Unclaiming Payment Fails

THEN Add Private Comment "Member Updated Their PayPal Email From X to Y"

THEN Transfer (Everything Else) MACRO To Abuse/ Payments Unassigned-PayPal

IF Payment Has Failed More Than Once To Single Address

THEN Send Template Below

I am sorry to hear that you are having this trouble. PayPal is not allowing us to send funds to this address: XXpaypalemail@email.com XX. Are you able to enter another address for us to try? If not, can we arrange to send you a check instead?

IF Member Able To Make Change

THEN Cancel PayPal Payment To Unclaim & ADHoc a payment

IF Ticket Is Not Resolvable / Member Needs PayPal Payment Details

THEN Transfer (Everything Else) To Abuse/ Payments Unassigned - PayPal payments

IF Ticket Is Transferred Back From Abuse/PayPal W/No Additional Information
Then Send The Below template

We have received word back from our payments team that these payments have failed. This may be caused PayPal not allowing your country to receive payments or that the account is not set up to receive payments.

As the provided PayPal account has not been able to receive a payment we can still issue these funds to you as a check. Please reply with your mailing address and we can process a check payment for you.

If member replies and does not want a check payment issued Then transfer to Supervisor.

Cleared PayPal Payment

IF Payments Fulfillment Code Is Cleared And The Fulfillment Code Is Listed

THEN Send Rebate Payments > PayPal Claimed MACRO And Include Fulfillment Code

IF No Fulfillment Code Listed

THEN Add Private Comment "Cleared PP, no fulfillment code"

THEN Transfer (Everything Else) To Abuse/ Payments Unassigned - PayPal Payments

Replace PayPal As Check Payment

IF Request PayPal Replaced As Check

THEN Send Payments > Missing Check (Confirm Address)

THEN Update Mailing Address If Necessary)

THEN Update Payment Preference To Check (View Payment Options)

THEN Click Cancel To Unclaim Payment

THEN Click Request Payment

THEN Send Template Below

Thank you for writing in. The funds from the PayPal payment were returned to your Ebates account. I have requested this payment to be resent to the mailing address on your account. We will be mailing the payment in the next 5 business days. Thank you for your patience.

NOTE IF it was a First Time Buyers payment. It will be sent on the next quarterly payment date.

IF Payment Could Not Be Unclaimed

THEN Add Private Comment "Member Would Like Check Payment"

THEN Send Transfer (Everything Else) MACRO To Abuse/ Payments Unassigned-PayPal

Payment Not Sent Scenarios

1. IF Complete Address Not On File Before Payment Date

THEN Send Missing PayPal Payment (No address) (No more ad hoc)

IF Member Updates Full Profile

THEN Click Request Payment

THEN Send Payments > Late PayPal MACRO

NOTE AdHoc Payment Not Issued Until After 15th Of Quarterly Payment Month

________________________________________________________________________

2. IF Pending Cash Back Not $5.01 By End Of Quarter

THEN Send Payments > Cash Back Payment Not Yet Earned

________________________________________________________________________

3. IF Account Contains Payment Held Notes

THEN Send Transfer (Everything Else) MACRO To Abuse/ Payments Unassigned - PayPal Payments

_______________________________________________________________________

4. IF No Notes Listed (Not Sent)

IF Prior to the payment date

THEN Send Cash Back Payment (Next payment date) MACRO

IF After Payment Date

THEN Check If AdHoc Payment Requested by (Account Notes) "Payment requested in CS Admin".

IF Payment Requested

THEN Send KB > Rebate Payments > Late PayPal Macro

IF Payment Not Requested

THEN Request Ad Hoc Payment

THEN Send KB > Rebate Payments > Late PayPal Macro

Combine Styles 3 & 4

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