記 PayPal「疑似風控」, Apple Support, Paypal 客服互相踢皮球.

背景: 中行長城跨境通綁定 PayPal 成功, 嘗試綁定 iTunes store 失敗. 出現: "Sorry, we weren’t able to set up preapproved payments at this time".

成功支付了三筆, 1USD, 0.99USD, 18HKD, PayPal 均收到扣款成功通知. 卡内凍結美金.
重新綁定星巴克失敗
綁定 play store 成功, 支付成功
綁定 Microsoft store 失敗

Round one

聯係 PayPal

ME:
我的賬號無法綁定 iTunes store

Paypal:
我注意到您的賬戶有一筆 25 USD 的重複付款, 但都被取消了. 我已經幫您解決這個問題了. 請您重新綁定試試.

ME:
重新綁定出現選卡界面, 然後又失敗了. "Sorry, we weren’t able to set up preapproved payments at this time"

Paypal:
我們内部的安全部門已經檢查了每一筆交易, 都是安全的. 您聯係一下商家, 看看哪出了問題.

聯係 Apple Support

ME:
我的賬號無法綁定 PayPal, 我聯係過他們了, 他們讓我聯係商戶.

(要了一波信息)

Apple:
你的卡是借記卡還是信用卡, 我查了查好像要信用卡才行. (心想: 放 x, 分明是風控了)

ME:
借記卡

Apple:
那我問一下高級顧問. (几分鐘過去了). 高級顧問跟我説你再去聯係 PayPal. (我火了)

ME:
怎麽回事, PayPal 讓我聯係 apple, apple 讓我聯係 PayPal.

Apple:
親親, 實在不好意思.如果他再讓你問我們, 不用擔心, 我們將為您轉接高級顧問.

Round two

聯係 PayPal

ME: Apple 讓我聯係你們.

Paypal:
我看到一筆 25 USD 的重複付款 blabla.

ME:
這是我把 PayPal 添加為星巴克的付款方式時不小心按到的, 所以我取消了.

Paypal:
嗯嗯, 我們已經嘗試解決了. 請您再試一下, 支付一下. 如果還是不行, 建議您再去聯係商戶呢.
(Okay, I have attempted to resolve this issue for you. Can you try this transaction again while I have you on the chat so I can make sure everything works for you? Please try making the payment to Apple iTunes now. However, if you need to set up billing agreement please contact the merchant ask to contact us to check and assist further.")

ME:
不行, 我綁都幫不上怎麽支付???

聯係 Apple Support

(好像是轉接了個高級客服, 打字速度都變快了)

Apple:
感謝聯係 PayPal, 能給我一點時間再去檢查一下嗎?

Apple:
你在聯係 PayPal 后有重新試過嗎? 你要不切 4G 試試.

ME:
不行.

(漫長的等待)

ME:
剛剛為了檢查是否可用, 我又™用安卓手機到 play store 買軟件了, 成功了. 為什麽 app store 就不行?

Apple:
感謝等待. 我又檢查了一下, 感覺這還是 PayPal 的問題. 既然你已經聯係過他們, 可能需要一點時間更新呢. 建議您等一會再嘗試, 如果還沒有解決, 你再去聯係 PayPal, 因為這個問題是 PayPal 那裏引起的呢.
(As you have already cotacted them, it might take a few hours for details to update. I request you to try updating the details after sometime and then attempt to make a purchase. If the issue is still not resolved, you need to contact PayPal again as the error is being generated from their end.)

ME:
那我想知道為什麽在 play store 行, app store 就不行?

Apple:
請您理解我并沒有在您的賬戶中發現什麽能阻止您綁定 PayPal 的問題
(Please know that there are no issues with your Apple Media account which could prevent you from adding your PayPal account.)

Apple: 您需要再次聯係 PayPal 看看問題出在哪了.
(You need to contact the PayPal support team to know why the error is appearing while you are trying to add it.)

ME:
(徹底火了)我™聯係 apple PayPal 几千次了. 你倆責任推卸來推卸去的, 太可笑了吧.

Apple:
親親, 為您帶來了不便, 十分抱歉呢. 請您理解 PayPal 才是這個 case 中製造問題的一方.
(I do apoloogize for the inconvenience this has caused to you.Please know that PayPal is the right resource in this case as the error is being generated from their end. )

Round three

(美國夜已深了, 本來想去 PayPal 看聊天記錄的, 結果整個聊天都沒了, 聯係客服的入口也沒了, 晚上再説吧)

yongfrank

2020-03-19 14:45:32 +08:00

現在能看到 PayPal 的聊天記錄了, 補充幾條原文&譯文 (回復好像不能使用 markdown)

Round one

PayPal
我檢查了你的賬戶有一筆 25USD 的賬單被多次取消.
I reviewed your account and see that you have tried to make the payment $25.00 USD and it has been declined multiple times.

我我們的系統取消了這個賬單. 這通常是因為保護您的賬戶安全. 讓我看看能否處理這個問題.
Our systems have declined the payment. It rarely does it, It normally may happened if it notices an unusual pattern / multi attempts / you are trying to make this transition from a untrusted network and a few which we are not allowed to discuss. The intention is only for the safety of the customer account. However, let me check if I can override this please.

我已經處理好了. 您再嘗試一下. 但可能也有其他原因導致被拒.
Great! I have attempted to resolve this issue for you. Can you try this transaction again while I have you on the chat so I can make sure everything works for you? Although we may be able to reassess a transaction declined by our internal security system, the transaction may still be declined for other reasons.

please let me know once you are done making this payment.

If you wish to set up the recurring payment, I request you to contact the merchant only merchant has the option to set up recurring payment.

In this case, I request you to try making the payment by using the different payment method.
Is there anything else I can assist you with today?

I realize this is frustrating, our internal security system checks every transaction to make sure they are risk free.
Currently the payment is not going through, I request you to try out side PayPal.

In this case, I request you to contact the merchant and ask to set up the recurring payment for you.
Once the recurring payment is set up the payment will be automatically completed as per the date.

Round two
I checked and see that you have attempted to make the payment $25.00 USD multiple times to " Apple iTunes, however the payment is declined.
Okay, I have attempted to resolve this issue for you. Can you try this transaction again while I have you on the chat so I can make sure everything works for you?

請嘗試到 apple iTunes 結賬
Please try making the payment to Apple iTunes now.
However, if you need to set up billing agreement please contact the merchant ask to contact us to check and assist further.
I hope you understand and please let us know if you have any more questions apart from this to assist you further.