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Thread: Scan Nightmare

  1. #1
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    Scan Nightmare

    I placed an order with scan on Friday the 21st of August that came to £637.55 and I paid via paypal and chose to pick up the order the next day.
    I went to sleep and Saturday I woke up to an email saying my payment had been declined, the payment had left my account and shows completed in my paypal yet scan deny they have received my money.

    I spoke to scan over the phone and they said they would refund me the money on Monday, I made another order and paid by card over the telephone and picked it up later that day!
    I have spoken to scan again today who again refuse they have my money, I called paypal again and they confirm scan most definitely do have my money.

    So scan where is my money? How is it fair that you keep my money for that time and offer me nothing in return? This is definitely not the way to deal with a first time customer.

    I have now received a refund through paypal and now have to wait for the money to hit my card again.
    I'm happy to have my money back but overall this is still a very negative experience for myself.
    I will leave this here for Scan customer services to see and let you consider how you could turn this in to a positive experience and expect my return custom, as yet I am yet to add this to any review sites but once this matter is concluded I will evaluate my next move.
    Last edited by Nick21; 26-08-2015 at 02:29 PM. Reason: Refund arrived.

  2. #2
    Resident Idiot DJ leepen@scan's Avatar
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    Re: Scan Nightmare

    Hi Nick, sorry for these issues. Could you post your invoice number or mail it to me direct - leep@scan.co.uk and we'll get to to the bottom of this.


    Kind regards
    Lee P Retail Sales & System Quotes - leep@scan - 0871 4724786 (Direct) - Check out my mixes here;

    www.mixcloud.com/penrar

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    Re: Scan Nightmare

    Your refund wasn't available to offer at the time as the payment goes in to 'limbo' - neither here nor there. This is similar to the 3-5 days that Visa/Mastercard sit on your money, except this happens when you cancel an order. It takes PayPal a little time to rejig the funds, allowing us to make your refund.

    Upon further checking I can see that the refund was issued at 14:37hrs today - please could you confirm that this has cleared?
    Lee P Retail Sales & System Quotes - leep@scan - 0871 4724786 (Direct) - Check out my mixes here;

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    Re: Scan Nightmare

    Quote Originally Posted by leepen@scan View Post
    Your refund wasn't available to offer at the time as the payment goes in to 'limbo' - neither here nor there. This is similar to the 3-5 days that Visa/Mastercard sit on your money, except this happens when you cancel an order. It takes PayPal a little time to rejig the funds, allowing us to make your refund.

    Upon further checking I can see that the refund was issued at 14:37hrs today - please could you confirm that this has cleared?

    The refund has now been issued.
    The money was apparently missing before the order was cancelled, the order was cancelled to issue me with a refund and so I could order again.

    I feel deep down scan didn't want me to pay with PayPal and pick up my order the next day as to protect themselves from fraud, if this was the case I would have accepted it if they were honest with me.

    I now have to wait for PayPal to send the money back to my card.
    I really shouldn't have to deal with all these extra issues, calls and delays in receiving my money.

    In all the years I have used PayPal I have never once had an issues with completed payments getting declined.

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    Re: Scan Nightmare

    We don't mind however you pay. There are costs to any payment processor and we actually have brokered a great deal with PayPal and their payment processor; Braintree.

    So even if you use a card here, a Paypal company processes the payment so it's neither here nor there to us which payment method you use as it all goes through PayPal/Braintree.

    We agree that these issues shouldn't arise with an order, however, let's be real - how often do you spend that sort of money with ourselves? In my 8yrs at SCAN, all my first time customers (and even some of my regular customers) are declined. The issue isn't with ourselves, but with the algorithm on the bank's systems, which monitors your purchases. On top of this, the bank deem any technology vendor as "high risk purchase" ... Anything out of the ordinary (new sofa, new car, new computer) is flagged and declined, often leading to situations such as these.

    It shouldn't be the norm I 100% agree, but the banks systems prevent transactions going through. We want your order, naturally, so would never outright decline you if we had a choice in the matter.


    Hope this helps explain things further - do let me know if you have any further questions.


    Best regards
    Lee P Retail Sales & System Quotes - leep@scan - 0871 4724786 (Direct) - Check out my mixes here;

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    Re: Scan Nightmare

    I bank with Barclays and if I use my debit card, it's pretty much always declined and I have to ring the bank before I can use the card again. If I pay through paypal I usually have no issue whatsoever (and I use QCollect and collect the same day) so I'm surprised you had an issue.

    Although like Lee said, high initial order value likely had an impact on it.

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    Re: Scan Nightmare

    Bought a new car on my debit card thought there might be a problem but it went straight through, not even a phone call.

    Bit perturbing really.

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    Re: Scan Nightmare

    Quote Originally Posted by leepen@scan View Post
    We don't mind however you pay. There are costs to any payment processor and we actually have brokered a great deal with PayPal and their payment processor; Braintree.

    So even if you use a card here, a Paypal company processes the payment so it's neither here nor there to us which payment method you use as it all goes through PayPal/Braintree.

    We agree that these issues shouldn't arise with an order, however, let's be real - how often do you spend that sort of money with ourselves? In my 8yrs at SCAN, all my first time customers (and even some of my regular customers) are declined. The issue isn't with ourselves, but with the algorithm on the bank's systems, which monitors your purchases. On top of this, the bank deem any technology vendor as "high risk purchase" ... Anything out of the ordinary (new sofa, new car, new computer) is flagged and declined, often leading to situations such as these.

    It shouldn't be the norm I 100% agree, but the banks systems prevent transactions going through. We want your order, naturally, so would never outright decline you if we had a choice in the matter.


    Hope this helps explain things further - do let me know if you have any further questions.


    Best regards
    See now I would be happy with this answer if I didn't then pay with my debit a few hours later without speaking to the bank, the same card that is linked to my paypal account! Wouldn't you expect that payment to be declined? The payment in my paypal was completed and the status confirmed this and even paypal confirmed it was completed.
    The problem was at scans end and nothing to do with paypal, my bank or my cards.

    I have had my paypal account since 2013 and it's always been linked to my cards and my bank account and out of over 1000 transactions I have never encountered this, some for much more than the £637.55.

    Just to satisfy my curiosity, when I pay and pick up from you you like to see the card I have paid with and photographic ID correct? If I pay with paypal will you be able to see the card I paid with?

    The problem that really irks me is I paid twice and the first amount is still not back with me yet, why did it take from Saturday when my payment was decline all the way till Wednesday for you to hit the refund button? Why does my refund come from scan if my payment was declined?

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    Re: Scan Nightmare

    Quote Originally Posted by Nick21 View Post
    Just to satisfy my curiosity, when I pay and pick up from you you like to see the card I have paid with and photographic ID correct? If I pay with paypal will you be able to see the card I paid with?
    Proof of address is required with Paypal purchases - I usually take my council tax bill as it's the only thing I leave out for reference.

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    Re: Scan Nightmare

    that is really bad :X i soon hope to buy of there for all my pc components but really dont want that to happen. that is shocking atleast so sort of reimbursement should be given.

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    Re: Scan Nightmare

    Quote Originally Posted by Rossy View Post
    that is really bad :X i soon hope to buy of there for all my pc components but really dont want that to happen. that is shocking atleast so sort of reimbursement should be given.
    I got the extra payment back and it should be back in my bank shortly. I still feel it would have been nice of scan to have offered me some kind of compensation no matter how small, it just shows a little bit of class and respect for your customer.

    I would like to point out that I just ordered a new graphics card from elsewhere (out of respect I wont post where) for around £300 and paid by paypal and from order to dispatched in 3 hours.

  12. #12
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    Re: Scan Nightmare

    I can only comment on things we have control over and I've stated it's an algorithm at the bank which monitors your purchases and purchase history. Every bank and card issuer works slightly differently, so please don't hold us responsible for the bank's over zealous protection systems.

    We cannot see any payment details when you use PayPal - we just get the name and an authorised/yes/no result. If you pay with PayPal we shall ask to see the email on your device (if possible) and your ID in order to release your goods.

    I'm not a payment specialist, I just have used this system daily for many years now. I'll have one of the guys in payments provide an explanation (if possible) upon their return to the office next week. I don't want to waffle and misinform you on something which I, admittedly, don't know too much about (refunds).

    I understand that some other vendors may work well instantly but again, I can't comment on them... I just know that we're treated as a high risk vendor due to the nature of the goods we supply and it's this, mainly, that causes the headaches. Have a great bank hol everyone - speak to you Tuesday!



    Cheers


    LP
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