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MarketPlace Customers F.A.Q (Last Updated: 2024 Mar 23 7:05 am)

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Subject: Problem with Order #113680774


generation2235 ( ) posted Thu, 01 July 2021 at 12:28 PM · edited Thu, 28 March 2024 at 5:52 AM

The item purchased earlier this morning has been confirmed in PayPal as paid however still the item still shows up as 'Unpaid' in my Renderosity account.

What concerns me more though is that the seller of this item said to me in a Rendo site E-mail that he/ (the seller) doesn't have anything to do with the sale transactions of the items they are selling on Renderosity.

Could this matter be looked into so we can see what went wrong?

Thanks.


jennblake ( ) posted Thu, 01 July 2021 at 12:44 PM

Hello.

I just sent you an email. Please look for that and respond? 😄


generation2235 ( ) posted Thu, 01 July 2021 at 1:06 PM

I've responded to the E-mail a moment ago.


generation2235 ( ) posted Thu, 01 July 2021 at 1:53 PM

Still nothing...


jennblake ( ) posted Thu, 01 July 2021 at 2:55 PM

Ok. I will just post the information here. I see you made your payment, but there is now a hold on the payment. If you could remove the hold I can mark the order paid for you. 😄


generation2235 ( ) posted Thu, 01 July 2021 at 3:15 PM

That's what I saw and responded to in the E-mail when you sent it. I might be doing something wrong here so please walk me through here, step-by-step.


generation2235 ( ) posted Fri, 02 July 2021 at 8:23 AM

I checked this morning and it's still in 'Unpaid' status.

To clarify, the order number is 113680774 and the item purchased is FWRD Cora-Lee by renapd.


jennblake ( ) posted Fri, 02 July 2021 at 10:10 AM

There is still a hold on the payment. That needs to be removed first. I checked and it appears you will need to call the paypal support desk. 😄


generation2235 ( ) posted Fri, 02 July 2021 at 10:25 AM

I called PayPal and its automated menu at first said there is a 21-day hold on the transfer of funds for new PayPal customers (I've been a PayPal account holder for decades now) then the whole automated menu system ended up in a dead end and a 'goodbye.' This is certainly discouraging.


generation2235 ( ) posted Fri, 02 July 2021 at 10:48 AM

I have connected with PayPal by phone today (after a long time being on-hold waiting on an agent) and the agent there says You (the merchant) are required to provide evidence to PayPal before they can release the hold on any payments to you, the merchant. You need to contact PayPal as soon as you can in regards to this transaction and provide them with that information and PayPal will release the hold on payment.


generation2235 ( ) posted Fri, 02 July 2021 at 6:40 PM

Instructions from PayPal:

1: Contact PayPal. 2: Provide PayPal with evidence of purchase. 3: PayPal will then release payment to you, the merchant.


generation2235 ( ) posted Sat, 03 July 2021 at 11:27 AM

I am speaking now with PayPal and their next step is to escalate this case to a PayPal claim. To avoid the claim status please respond to Paypal as soon as possible with the needed evidence of purchase they have requested and then and then PayPal will release payment to you, the Merchant. If PayPal does not receive the requested information from Marchant then PayPal will escalate to PayPal claim in purchaser's favour.


generation2235 ( ) posted Sat, 03 July 2021 at 5:16 PM

I have received another call from PayPal just a moment ago and they have informed me that they have escalated this case to a claim since there has not yet been any response from Bondware or Renderosity to PayPal.


jennblake ( ) posted Sun, 04 July 2021 at 11:16 PM

Since this is now a claim all I can do is refund the order. Is that what you would like for me to do?


generation2235 ( ) posted Mon, 05 July 2021 at 7:42 AM

Yes that would be fine.


jennblake ( ) posted Tue, 06 July 2021 at 9:37 AM

I have refunded the payment and deleted the order.


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