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November 5th, 2023 15:13
Multiple Paypal authorizations on cancelled order.
I was going to follow the instructions on the sticky and send a DM to 'Dell-Cares', but it appears that option is not available to me.
On 10/23, I used my Paypal account to pay $3.17 in tax on a $49.99 item that was bought with Dell Rewards dollars. Dell cancelled the order within a few hours (it was a digital Xbox game, and stuck in their system), but not before authorizing a hold for the full $53.16.
I made multiple calls to various Dell departments before someone reversed the charge. TEN DAYS LATER (11/03 at 08:20PM), 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 cancelled the Paypal transaction attached to it.
Based upon a similar thread from another user, I have gathered that the original $53.16 transaction from October will continually generate temporary holds until either Dell cancels the Paypal transaction...or, I have to wait 30 days and open a dispute.
I have attempted to contact Dell through various means, with no success. The problem is that the original transaction was cancelled so quickly by Dell that it only has a Purchase ID and NOT an order number. Without an actual order number, I cannot initiate a chat.
While the chances of getting a response through here might be slim, I am hoping that it might be possible for someone in Customer Care or finance to cancel the original Dell --> Paypal Transaction on the cancelled order. I have all of the information, but I just need someone to DM it to.
marvelousBugFinder
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November 27th, 2023 02:20
@Paradoxik I don't login on this forum since my issue was resolved. And posts, or messages or whatever never email notifications. I just happened to check this forum this evening.
I had a very similar issue myself the other month. And subsequently managed to resolve it after a very long time of trying. I documented most of the journey on this forum under another post.
https://www.dell.com/community/en/conversations/customer-care/continuous-paypal-authorizations-on-cancelled-order/650f0ed310bbc8467863eeda
I primarily called Dell Customer Care, or their finance department whom would then transfer me to customer care line. Getting through the automated system to talk to someone was always difficult. And even then never guaranteed to work. Once I was able to talk with a person, I was able to provide them my purchase ID. And additional case numbers as I accumulated them. If they tell you they can't take a purchase ID, that is not true. Hopefully by now you would have gotten it looked after, but if not I can only provide some pointers.
I don't know anything about PayPal's dispute process, but if I were given the option I would had probably taken it. Just because I found I was able to deal with PayPal far more easily than Dell. But I couldn't say I wouldn't be worried because dealing with Dell has been a true headache throughout my experience.
If you're going to continue going through Dell and if your problem is truly the same as mine, if they ask you for the latest transaction ID from PayPal, do not provide it. It will not solve this problem. It is a waste of time. Doing it more than 4 times in my experience did not fix it with different support agents each time. Clearly it doesn't work. Only provide them the original transaction/order ID from PayPal to get the actual order cancelled from Dell to PayPal. It should be a pending order in your PayPal activity, dated on the day the original order was placed.
Be polite when talking to them, and try and see if they can provide you with a case specialist. I know in my experience it was aggravating at times, especially dealing with some staff who did not listen, and ignored the actual issue, but keeping your cool is the best hope in getting your issue resolved.
Good luck