I have support ticket ILW-22523-263 that I’ve asked to be escalated a couple of times now to management. When I went under renewal management, and tried to renew 8 or 9 domains, the portal did not give me the normal option to hit the paypal gateway. It only gave me the option to add funds. This caused us to be charged a paypal fee so now we no longer have the right amount of funds to renew all the domains. I’ve been trying to explain that there is an issue in the portal, only to be repeatedly told how paypal works. I know how paypal works, have been using it for years and understand how the fees work. But we have never been charged those fees directly when registering or renewing domains. There is an issue in JH’s control panel that needs to be fixed, but the techs refuse to do anything than tell me I’m not using it correctly.
Can someone in management please look into this and respond to the ticket? I’m just at my wits end on how to get the point across that there is an issue that needs to be fixed.
Log into my account on the domainsgofast.com site. Mouse over Domains, then click on Renewal Management. It automatically lists all products expiring in 30 days. I check on the domains that need to be renewed, then click on Renew. It then says that there isn’t enough funds and my only option is to add funds..
In the past, after you click on Renew, it would tell you how much you owe, and give you the option to pay via the paypal gateway. You clicked on that, were taken to paypal to make the payment, then it would send you back to the JH portal with the payment applied and the domains renewed a few minutes later..
Once you add a “Renewal Order” for a domain System shows you 2 options :
Pay through your debit balance ( if you have )
Pay Online : “You can pay for the above Invoice(s)/Debit Notes(s) online using any of the options below.” PAYPAL is a default payment option with “Continue” button
System will take you to paypal payment website where you can pay your invoice.
If you are a Reseller :
Then you have “Add Funds” as a default option to add funds in your reseller account in order to execute domain orders for you and your customers.
Now, if you use “Add Funds” option and use “PayPal” for adding funds, PayPal charge “Payment transaction fee” from you.
If you use “Pending Invoices” option and chose to pay against pending Invoices , PayPal charge Transaction Fee from JodoHost not form you.
I have always been ordering and renewing domains as a regular customer. I have a lot of transactions on my account to prove that. Something got changed, and I will tell you that it is frustrating to have the only answer your techs give me:
If you click add funds, paypal will charge you. This isn’t Jodohost’s issue, this is your issue..
Yet when I repeated say, I am not given the option of just paying for my renewal order, and the only option given is to add funds, then something is either
broken in the domain control panel
change in the functionality of the control panel for my account.
It seems like pretty common sense here, if I have had hundreds of transactions, and all but a couple (from years ago) were paid directly through the Paypal Gateway option, and NOT the add funds option, wouldn’t it seem to follow that something is broken or changed in the domain control panel for my account??
We have provided you example of your old “Add Fund” Transactions in your support ticket.
You may login into your domain account and search for paypal gateway transaction selecting “Add Funds” , System will show you a list of Add Fund transaction under your account. You can Click on Any Add fund Transaction and there you will be able to find "Transaction Fee " for each “Add Fund” Transaction.
There has been no change in billing/payment process of Domain CP process.
If you want to save Transaction Fee, you can use pending Invoices option > Select pending Invoices and Pay against pending invoices under your accounts.
You are referring to a transaction that took place 2.5 years ago. All the transactions since then utilize the paypal gateway that is normally presented at the time of renewal. This is the functionality that is not working correctly for my account, and STILL is not working correctly. I frankly don’t understand why you won’t look into the issue and see the issue that I’m seeing. This is really poor customer service. Please escalate this to a manager to take care of.
Just a FYI, technical support had no ability to login to view your domain account etc. I cannot aid in this matter except to let Gurmeet and sale team know as they handle domain matters. The domain panel is also not controlled by us directly, so when it is down, it takes a while for us to resolve since it has to go to ticket for resolution as well.