New purchase requirement, I don't understand

[pbpsophie]

I wanted to purchase a BBD bundle a few minutes ago. However, there's a new purchase requirement in your store that says I have to give my address and it should match up with the address in my payment method.
First of all, I am using PayPal so as a protected payment method, it should not show any of my info, just accept or deny payments. How are you going to compare addresses?
Giving the benefit of the doubt, I filled the info in the page that was presented and the last two fields were username and password. I thought it was going to be used as a safety means to update my account. However I got a strange message that said the username already existed or the email address is already in use. Well of course!! If I am giving you info to update my account or compare it, I have to exist!!
Then it said "The characters you typed do not match the characters in the picture." What characters?? What picture??
I do not understand what's going on with the purchase procedure in The Lilypad, maybe there's an issue there. The bad news is that I could not complete my order and maybe I will lose the opportunity to buy a beautiful bundle or some other future purchases.

 

[Fayette]

Hi Sophie,

I apologize for my slow response. I didn't see this question until today. So, once we work through this, I can try to help you out with your order. Unfortunately, I don't see anything in your cart anymore.

About the issue with your info we updated our Paypal platform in December, and this new version has additional security checks that our old software didn't have. When you click to check out, Paypal compares your information on their account to the information in our shop. It's part of their security check to prevent fraudulent orders. So, if there is any variation in the address info, it will kick up an error. I checked your account and compared it to the most recent payments you made through Paypal. The address is the same, but your shipping address was incomplete. So, I have updated that.

I think what happened when you were updating your info, is that you may have clicked on a link to create a new account instead of update an existing account. So, the software gave you the error that the email address already exists. We've also had several customers have problems with matching the characters in the CAPTCHA window. Without a screenshot, it's difficult to say what happened there.

But, I think you should be able to log in and shop now because I updated your shipping address to match your billing address (you had it partially filled out, so Paypal probably flagged the payment because of that). If you continue to have problems, please email me at custserve@pickleberrypop.com and I'll help you get things worked out, in a much more timely manner than I did this time.

 

[hummerdawn]

I'm having problems with paypal too, Very wishy washing, contradicting. Anyhow I am trying to buy a bundle for this weeks gdso. I finally just changed my pp password and got into site. but then i changed my preferred way to pay from PP tp my bank. Now your site won't let me use my bank because I can't change the PP option. I hope I am making sense. My kit is in my cart and I just want to buy it so I can continue with challenges. Thanks so much for the help.

 

[Fayette]

I'm having problems with paypal too, Very wishy washing, contradicting. Anyhow I am trying to buy a bundle for this weeks gdso. I finally just changed my pp password and got into site. but then i changed my preferred way to pay from PP tp my bank. Now your site won't let me use my bank because I can't change the PP option. I hope I am making sense. My kit is in my cart and I just want to buy it so I can continue with challenges. Thanks so much for the help.

Dawn, I just logged into your account from the backend. Could you please go back to your cart page, click on CHECK OUT and tick the box agreeing to the Terms & Conditions? Then, you should be able to access the button below that says Debit or Credit Card. Do you see that? Even if you changed your preferred method of payment on Paypal, you should still be able to pay on our site using the Debit or Credit Card option. Give that a try, then email me at custserv@pickleberrypop.com if you continue to have problems.

 

[hummerdawn]

Dawn, I just logged into your account from the backend. Could you please go back to your cart page, click on CHECK OUT and tick the box agreeing to the Terms & Conditions? Then, you should be able to access the button below that says Debit or Credit Card. Do you see that? Even if you changed your preferred method of payment on Paypal, you should still be able to pay on our site using the Debit or Credit Card option. Give that a try, then email me at custserv@pickleberrypop.com if you continue to have problems.

Thank you so much Fayette! I got it. There were a couple of things and maybe someone else may have this problem. As you know a lot of companies these days refuse to take a debit card which I had on my PayPal account. I also found my account needed to have boxes checked for not only receiving money but for also forwarding money to stores etc. Then I put my credit card thru as Preferred and it all went thru ok! Stressful but at least I figured it all out. So now I can continue on with my scrapping. Thanks again!

 

[Fayette]

Thank you so much Fayette! I got it. There were a couple of things and maybe someone else may have this problem. As you know a lot of companies these days refuse to take a debit card which I had on my PayPal account. I also found my account needed to have boxes checked for not only receiving money but for also forwarding money to stores etc. Then I put my credit card thru as Preferred and it all went thru ok! Stressful but at least I figured it all out. So now I can continue on with my scrapping. Thanks again!

YAY! I'm so glad you were able to get it figured out. I'll keep this in my notes in case anyone else has the same issues. Thank you! Btw, I'll go ahead and delete the two orders that didn't go through so they won't clutter up your order history