The message received by email when questioning the relationship with PayPal was the following:
"This comprehensive international solution is offered as part of the PayPal Global Sellers program." I was initially provided with a link to show their relationship with PayPal and the link did not work. After realizing that the linke did not work, and I continued to question the relationship, I was told to go to this URL: https://www.paypal.com/us/webapps/mpp/global-sellers
I was also sent to https://www.paypal.com/uk/webapps/mpp/ua/third-parties-list to show that Webinterpret was officially a PayPal solution. I was originally contacted by someone at PayPal and after responding with interest they had someone at Webinterpret sell me on their program.
Most customers making purchases have difficulty understanding that their packages go first to Folcroft, Pennsylvania before they are mailed to their own address. We received a lot of email from confused customers. Even though they would send email to the customer telling them how to track their packages, most customers never truly understood the method of delivery. We spent far too much time trying to keep the end customers happy. Postal deliveries to international locations are totally unreliable and very slow. When you add in that the packages went first to Pennsylvania, it further slows the process of delivery. We were told that all packages were insured for losses, and even after we reported problems with the deliveries, they had a process of first giving a flip explanation for why the packages were not delivered, then closed they closed the ticket asking us afterwards to agree and say that we were satisfied (or not satisfied) even though the issue was not resolved. The only thing to do in order to keep the ticket open was to say we were not satisfied. This sets up a cycle of discontent as we get hit with email from customers looking for their packages as we try to track them and keep the ticket open. Then when Webinterpret staff finally admit that the package was declared as lost, they stalled for weeks not reimbursing us for the loss. Many customers would get upset waiting for packages and cancel while the orders were making their way slowly to the customer. It took posting our thoughts and making an official complaint through PayPal to eventually get reimbursed.
The customers think they are ordering from a local web store in their respective country because the site uses their local language and currency. They don't really pay attention to the email that arrives showing that their order was entered, telling them how to track their order. Webinterpret thinks that is the customer's own fault and has no sympathy for lost orders. It took a lot of work to finally find some way to address lost packages, and you can't reach any individuals. You are forced into using a ticketing system. Their staff is obviously incentivized to mark every ticket as "solved" even when the problems are not resolved. That sets up greater discontent.
I am thankful that we finally received reimbursements for the lost packages. I will now have to fill out a ticket to ask that they take down all the International pages affiliated with GloPal (Webinterpret) so that customers stop trying to place orders through those web stores. I sure hope that this can be handled swiftly.
