Help! Can't change wrong email address on customer notifications

[G2merch]

Hello,

When a customer buys something from our website they get an email from Paypal as a receipt for their payment.

It lists our email address in three places - It appears at the top of the email "You sent a payment of X GBP to G2 (wrong email address), then in the section giving Merchant details, then again under the total for the items purchased "Payment sent to wrong email address "

I've seached through my profile settings and cannot find anywhere to change this.

I have only one email address listed (and obviously, being the only one, it's the primary address!).

The only place in my Paypal settings I can find a reference to the wrong address is here:

'My Account' tab --> 'Profile' --> 'My Selling Preferences' --> 'Getting paid and managing risk' --> 'Customer service message' --> Click on 'Update' and it's in the 'Contact information to show customers', but there's no edit option.

The email address is very close to the correct one, and may have been a mistake when originally setting up the account.

I've looked at the code on my own website in detail, and the address is correct there. When testing out a new cart item I (accidentally!) paid for it using my personal account, then refunded it from the business account. The refund email had the same incorrect address.

How can I change this?

[Sturtons]

We are experiencing the same problem - incorrect address showing on the acknowlegement page and email confirmation receipt to customers.

Have looked everywhere in our profile to change any reference to the incorrect email address but cannot find it anywhere EXCEPT under the following:

Profile --->  My Selling Preferences --->  Getting Paid and managing risk --->  Customer Service Message

Although this appears to be for customers to raise a dispute in the resolution centre, but here, sure enough, I can see the incorrect email address being displayed but it is not possible to amend it.

I have raise this as a question directly to PayPal, so will let you know of any outcome, but did you manage to resolve this issue?

[Sturtons]

I've had another play and following some advice (although it wasn't totally complete) I've managed to fix the problem:

You need to do the following:

Profile ----> My Business Details ----> Business Information (click 'update') ---->  Then click 'Edit' at the bottom of the page.

However, the only way I could then bring up a page where you could amend the email address was to change the Business Type in the drop-down field.

I switched mine from 'Individual' to 'Sole Trader', but it also works if you select 'Partnership' etc.. (Suggest you select the option that is most appropriate for your circumstances).

This then presented me with additional fields including the 'Customer Service Email' field where I happened to find the incorrect email address listed.

Amend the email address and click save at the bottom of the page and hopefully that should fix the issue.

A big oversight of PayPal if you asked me that needs addressing.  I have seen other posts on this very same subject going back to 2011!

[StellaStella3]

Thank you! Saved the day for me!

[Sturtons]

You are very welcome!

[Moses4]

Quite helpful. Thanks.