Someone is using our domain email address

[nirmalseo]

Hey Pals,

We've recently started a website - gadgetlab.com.au just as a side project about a few weeks ago. Since then we have received customer complaints of at least 5-6 people stating they have not received the product they purchased.

It's funny because we haven't yet made any sales. Customers complain that they paid to <Removed>(we don't have that email yet) However they paid on a website which we have no affiliation with (alltech.com.au) 

Now the problem is  - alltech.com.au doesn't answer calls/emails etc and their PayPal customers are coming to our website (since PayPal account <Removed>

All I can assume is - alltech.com.au previously owned the domain - gadgetlab.com.au (I own the domain now)

How do I take down that PayPal email?

[sharpiemarker]

@nirmalseo 

This is weird, how are you even receiving emails with that email address if you say you don't have that email address yet? Do you have a catch all email address with your domain name/web hosting?

The previous owner has to remove that email address from their PayPal account. PayPal can make a request but its up to the other party to remove it. There are similar reports of this happening when someone never registered the email address in question to PayPal but someone else did with different phone number and password so they can't log in. PayPal can only ask the other party to change it but can't force them.

[nirmalseo]

We are not receiving email to that email address, but we do have another email support @ .. com.au

people come to website and submit contact form or they use live chat to complain. contact form email goes to the email that we use.

we don't have yet created sales @ ... com.au

[sharpiemarker · Accepted solution]

@nirmalseo 

I see. Thanks for explaining. Maybe you should put a disclaimer above your contact form to let people know if they try to contact you regarding orders with this other company until you can get in contact with PayPal customer service because their phone lines are down and limited staffing are making responses take longer.

Visit this page:

https://www.paypal.com/au/smarthelp/home

Click MESSAGE CENTER or click LOG IN to access your message center or for live chat where available.

Or try Social media:

Facebook (AU): https://www.facebook.com/paypalau/

Twitter (AU): @AskPayPalAU

Facebook (Worldwide): https://www.facebook.com/paypal

Twitter (Worldwide): @AskPayPal 

[nirmalseo]

Thank you for your assistance, I have reached out to merchant support