Eurocarparts

[jeffwebb]

What is the matter with Eurocarparts. I am at my place in Spain for the summer and tried to order some service bits for the E55. I get an automatic email back saying there is a problem with your order due to the amount of the order and "security reasons". Please pay by paypal or bank transfer. No instruction on how to do either, not that I have any desire for a paypal account. The order was for the huge amount of £290 and the only problem I can see is that the billing address is my home in UK and the delivery address is in Spain. If they'd bothered to look at previous orders they'd see I've had stuff delivered here before. It's getting harder and harder to spend your money. Rant over.

 

[MancMike]

I get an automatic email back saying there is a problem with your order

If they'd bothered to look at previous orders they'd see I've had stuff delivered here before.

I thought it was an automatic email? That system isn't going to look at your previous order history and make a decision. Just ring them and I'm sure they'll put it right or tell you what to do.

 

[jeffwebb]

Surely their system should look at previous orders. And the "just ring them" option is great fun, never get nearer than 12th in the queue.

 

[grober]

Can you reply to their email or email their customer desk? If you were to quote one or two previous invoice nos and dates that might help them. Might be less frustrating than hanging on the phone?

 

[MancMike]

The logic of this software is, "if you've done something wrong before, please do it again".

Maybe it's a new security measure that has been put into place. Your situation makes up a tiny percentage of ECP's custom, so they're inconveniencing few for the benefit of increased security for many. Most orders where the billing address is in the UK and delivery address is abroad are going to be fraudulent.

I write software for a living, I wouldn't write their system to accommodate you. Your situation poses a risk, and you'd never have software automatically make a decision that involves risk (obviously not unless that's the name of the game, stocks, betting, etc), you'd elevate it to a human, so that someone can make a judgement, look at more variables than the software has available to it, and is accountable if it goes wrong. So maybe someone should have phoned you about the order, but ECP is staffed by knuckle dragging high school drop outs who wrestle with and throw things at each other when you're waiting to collect your order...

Can't you use a landline which has a ringback feature? Where you put the phone down and it'll ring when they answer? They're also on here, so maybe send them a message with your number and order number and ask them to look into it?

 

[jeffwebb]

Finally got through on the phone. Previous orders have no bearing as the "system" has been updated. Apparently I can pay by bank transfer and they will send an email with instructions. Didn't say when though

 

[neilrr]

Thank God that was sorted out. Phew.

 

[jeffwebb]

Not sorted yet but will let you know. Thanks for your concern.

 

[Red C220]

Many companies will no longer deliver orders to an address other than the cards registered address due to the vast amount of fraud going on.

It's increased a lot recently and card providers are really hot on this now, so I guess it sounds like ECP have made a decision to only accept other methods of payment for transactions of this nature.

Paypal is the way forward these days. It isn't the shambles it used to be. We take around £15K a month on Paypal at the moment and it's increasing.

The upside for you is you could add two address that can both be verified by Paypal, your UK address and your Spanish address. Paying with Paypal would then be straightforward, pay using your UK credit card linked to your account and delivery to your Spanish address.

 

[developer]

You could go to a counter, provifded you don't mind wasting away waiting to be served.

 

[neilrr]

It's a bit of a trek.

 

[BTB 500]

not that I have any desire for a paypal account

I don't know about ECP specifically but for PayPal payments you normally have the option to pay without having an account.

 

[jeffwebb]

Sorted via paypal "guest" option. Thanks BTB for that suggestion.
Regards, Jeff.

 

[jeffwebb]

And so the fun continues. Folowing the stopping of my original order for security reasons I placed a nice new order via paypal. Everything seemed to be going well until this morning when I received an email saying that after consideration they were going to fulfil my original order! So now two orders. Back on the phone, cut off once and second time to be told they were now cancelling both orders despite the second one being flagged as despatched. More conversation and I'm told second order will be ok and then cut off again. What a bloody shambles. Watch this space.

 

[neilrr]

Seems I was precipitous in turning the popcorn popper off.

 

[John Jones Jr]

What is the matter with Eurocarparts. I am at my place in Spain for the summer and tried to order some service bits for the E55. I get an automatic email back saying there is a problem with your order due to the amount of the order and "security reasons". Please pay by paypal or bank transfer. No instruction on how to do either, not that I have any desire for a paypal account. The order was for the huge amount of £290 and the only problem I can see is that the billing address is my home in UK and the delivery address is in Spain. If they'd bothered to look at previous orders they'd see I've had stuff delivered here before. It's getting harder and harder to spend your money. Rant over.

If you are still having bother just order from these people, usually 3-6 days delivery time depending on location. Never had any issues with parts sent to the U.K., Ireland, Portugal or Germany for that matter. Onlineshop für Autoteile. KFZ-Teile und Autoersatzteile günstig kaufen

 

[EuroCarParts]

What is the matter with Eurocarparts. I am at my place in Spain for the summer and tried to order some service bits for the E55. I get an automatic email back saying there is a problem with your order due to the amount of the order and "security reasons". Please pay by paypal or bank transfer. No instruction on how to do either, not that I have any desire for a paypal account. The order was for the huge amount of £290 and the only problem I can see is that the billing address is my home in UK and the delivery address is in Spain. If they'd bothered to look at previous orders they'd see I've had stuff delivered here before. It's getting harder and harder to spend your money. Rant over.

Hi Jeff,

Very sorry about that.

The reason for this is to prevent fraud as we get a lot of fraud orders with UK cards going to other countries.

To prevent this from happening next time you wish to place an order, feel free to drop us a PM to give us the heads up and we'll make sure it goes straight through for you.

Let me know if you need anything else.

Thanks

Jack

 

[johnsco]

Most major retailers have these security systems to spot fraud.
I was recently contacted by Argos to ask if a transaction was genuine.
They spotted it because the delivery address was in London and I live in South Yorkshire.
The transaction was, in fact, fraudulent, and their system correctly picked it up.

 

[jeffwebb]

Quick update. After several more calls I finally got my original order marked as cancelled and the Eurocarparts chap on here managed to get me the tracking number of my paypal order. He doesn't seem to want to tell me when my money might be refunded Watch this space. Regards, Jeff.

 

[EuroCarParts]

Quick update. After several more calls I finally got my original order marked as cancelled and the Eurocarparts chap on here managed to get me the tracking number of my paypal order. He doesn't seem to want to tell me when my money might be refunded Watch this space. Regards, Jeff.

Hi Jeff,

It will take 3-4 working days for the refund to be processed back into your account.

Hope this helps, I wasn't intentionally keeping you in the dark, I just wanted to make sure I wasn't giving you any false hopes.

Please let me know if you need anything else.

Many thanks

Jack