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 Post subject: Strange answer from Shapeways
PostPosted: Thu Feb 13, 2014 5:11 pm 
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Location: Hungary, Budapest
I have an ongoing project, and I have expected to have all the parts arrived today.
But instead something unexpected happened.

I have contacted UPS regarding the package, just to clarify when I'll have it. And they told me that Shapeways filled the shipping note, but did not handled the package. (???)

So I immediately write Shapwasy asking, what happened:

"Dear Shapeways,

You have wrote, that you have shipped my order with UPS with tracking number XXXXXXXXXXXXXXX and the estimated arrival is today.
I have contacted UPS, and they told me, that they never received such package.
They told me, that some "electronic shipping" note was filled, but the package was not handled.

As you can see from the order, it is not a cheep product, so I would be happy if I could have it as soon as possible.

Please clarify this case."


And the answer came:

"Dear Olivér,

Thanks for reaching out to us.
The Credit Card company let us know that your credit card had been abused. Meaning that somebody had taken money from your credit card with your permittance.
Therefor our Finance Department has sent the payment back to your credit card with the result that the parcel did not ship out."


???

I really do not understand this.
Is it some kind of an automatic answer? Or what?
They made the puzzle, package it, and now they want to pay my money back?

Did you ever had similar case?

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 Post subject: Re: Strange answer from Shapeways
PostPosted: Thu Feb 13, 2014 5:21 pm 
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First things first: IS the money back?

Second: contact your cc company and ask them for clarification. Until they have cleared your card the same thing will happen again.

I assume this is a standard answer when they suspect someone's card has been abused. Be glad that they do this instead of just blindly filling orders.

However they could have notified you, that is true.

Annoying!

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 Post subject: Re: Strange answer from Shapeways
PostPosted: Thu Feb 13, 2014 5:29 pm 
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Joined: Thu Dec 31, 2009 8:54 pm
Location: Bay Area, California
Hi Oliver,

Their response to you doesn't look automated.

It sounds like Shapeways is using a fraud-detection service. That or your credit card company decline to process the transaction. This is pretty common for vendors to do. It could even be their payment processor that does it. It's especially common when somebody tries to use a "foreign" credit card at a US company (and vice-versa). What probably happened is Shapeways ran your card through their fraud service and determined that the transaction might be abusive so they've declined the order.

There are lots of ways the fraud detection could work. It may not be based on transactions on your card. It could be based on fraudulent transactions for cards issued by your bank. Or fraudulent transactions from your home ISP, or lots of other possibilities.

Also, you should also check your bank statement for possible fraudulent transactions.

In the mean time, if PayPal is an option for you, you could try using them.

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 Post subject: Re: Strange answer from Shapeways
PostPosted: Thu Feb 13, 2014 6:04 pm 
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I agree with the others... however I think this statement from Shapeways is missleading.

"Therefor our Finance Department has sent the payment back to your credit card"

My guess would be that your cc company refused the transaction and Shapeways never got the money in the first place. If the transaction had already gone through doesn't that mean it got past the fraud protection checks?

Though what I don't get is why would Shapeways print the part and nearly ship the part before the cc transaction had cleared?

Carl

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 Post subject: Re: Strange answer from Shapeways
PostPosted: Thu Feb 13, 2014 6:10 pm 
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wwwmwww wrote:
Though what I don't get is why would Shapeways print the part and nearly ship the part before the cc transaction had cleared?

This is probably a matter of poor communication between their financial and manufacturing departments.

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 Post subject: Re: Strange answer from Shapeways
PostPosted: Fri Feb 14, 2014 1:19 am 
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They've got the money, (sent from PayPal, so I don't know what credit card they write about...)
They started to process it,
They produced it, (the puzzle is already on line from years, and I know it works)
They wrote that they have shipped it.
But the package never arrived, because they did not handle to UPS.

So it is nothing to do with Finance department, or credit card issues. The problem is that they say they handle it, and UPS say, that they never got it.

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Olivér Nagy

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http://oliverstickers.com/

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 Post subject: Re: Strange answer from Shapeways
PostPosted: Fri Feb 14, 2014 3:51 am 
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Have you contacted them and stated what you just said here? I hope they will reply soon!

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 Post subject: Re: Strange answer from Shapeways
PostPosted: Fri Feb 14, 2014 4:11 am 
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Of course.
If I solve it, I'll inform you.

Now I see, that probably the problem is, that the parts are not payed by me, but someone else.
Just I still don't know why they say, that they have post the puzzle, while they did not?

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 Post subject: Re: Strange answer from Shapeways
PostPosted: Fri Feb 14, 2014 4:16 am 
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That most likely is automated, done early in the process. It happens on hknowstore as well (with preorders you can see this mostly). You get a tracking nr, and the thing isn't active for aaaages until it actually DOES get sent off. Confusing but I guess it is a way to reserve the things in the mail line or something.. not a clue.

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 Post subject: Re: Strange answer from Shapeways
PostPosted: Fri Feb 14, 2014 1:13 pm 
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Olivér Nagy wrote:
They've got the money, (sent from PayPal, so I don't know what credit card they write about...)
Olivér Nagy wrote:
Now I see, that probably the problem is, that the parts are not payed by me, but someone else.
How do you know they got the money if it wasn't you that paid? It's possible to pay via credit card through PayPal.

Carl

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 Post subject: Re: Strange answer from Shapeways
PostPosted: Fri Feb 14, 2014 2:21 pm 
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Olivér Nagy wrote:
Now I see, that probably the problem is, that the parts are not payed by me, but someone else.
Just I still don't know why they say, that they have post the puzzle, while they did not?

If the shipping address doesn't match the billing address, and especially if they're in different countries, the chances of triggering the fraud alarms are way higher.

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 Post subject: Re: Strange answer from Shapeways
PostPosted: Sat Feb 15, 2014 1:38 pm 
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Location: Hungary, Budapest
Some answers:
Brandon Enright wrote:
If the shipping address doesn't match the billing address, and especially if they're in different countries, the chances of triggering the fraud alarms are way higher.

On the bill it is me as addressee (both shipping and billing).
wwwmwww wrote:
How do you know they got the money if it wasn't you that paid? It's possible to pay via credit card through PayPal.

I believe my "partner" who payed for it. (and I'm sure SW started to process and print it, only after they have a payment)
It is possible to pay with credit card, but only trough PayPal.

Some results:
After many letters, it looks they messed up some thing(s).
What they say:
"It seems that a simple mistake was made in the Order Number on this particular order. There was a concern with this same model that we addressed on another order. We do have a currently have your model and will be shipping it out."

But after this letter they refunded the money, but not to credit card, but PayPal (the order was payed with PP).
???

In my opinion:
To be honest I really doubt that this answer of SW true. The model what we are speaking of is not a common model (Sorry, but I want to keep it in secret for now). I have serious doubts that 2 orders from this were placed at the same time. (but who knows).

I hope it will be solved soon, and I'll have the model what I can work with.

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http://oliverstickers.com/

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 Post subject: Re: Strange answer from Shapeways
PostPosted: Sat Feb 15, 2014 2:00 pm 
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To clear one thing up: if you paid with paypal, which is connected to your credit card, they will refund to paypal.

My paypal is connected to my bank account. If I paid with paypal, refunds will go to paypal, and I can get the money back into my bank account from there.

This is normal "paid with Paypal" policy everywhere :)

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