SECGuard deferred when paying via PayPal

[Radu]

Hello

I bought a Cowon D2+ and a leather case and checked out via PayPal. Everything OK, received the receipt from PayPal and the money was withdrawn from the card. 2 hours later I get the "SECGuard deferred" status and I am being asked for either a copy of my credit card statement or a screenshot showing my PayPal address as "Confirmed".

Now, my problems are as follows:

1. I do not have an address confirmation option on my PayPal homepage. I don't know if it's location related or something else (I'm from Romania), but for sure I cannot show you what you're asking for (and yes, I have seen the example screenshot, but it doesn't look at all like my PayPal homepage).

2. I don't understand what business has amp3 with my credit card. I thought that by using PayPal I would be spared of credit card confirmation ordeals, that being the main reason why I chose it. I have already went through a card confirmation procedure for PayPal and I am now a "Verified" PayPal user, with no limitations. So, why isn't that good enough for amp3 ? Isn't it PayPal's business to worry about valid credit cards ?

Anyway, I've sent a screenshot of my online card statement 24 hours ago but have got no reply, nor change in the order status so far. I'm not sure it has reached destination (spam filters and all), so I'd really appreciate some fedback. The order number is 286618.

Thank you

[ElliotAMP3]

Hi,

Paypal don't allow users outside of the UK or USA to verify their addresses so for security reasons we request a screenshot of the billing/shipping address before sending the order to ensure that the sale is legitimate and has not been made fraudulently (Paypal accounts are frequently hacked in to so fraudsters can place orders online just the same as stealing card details).

Moreover, I'd like to point out that if a Paypal account is hacked they are very good at protecting the customer; although as the seller we lose the funds and the goods which have been purchased.

However, you order was processed today and will be sent out tomorrow - I just thought I'd reply in case anyone who comes across the same problem browses the forum.

[Guest]

Thank you very much for the explanations and I apologise if I was a bit harsh. I was upset because the player has to arrive in time for someone's birthday and an unexpected delay or cancellation was exactly what I didn't need.
I had no idea PayPal accounts are so easily hacked. So, the next time I order from amp3 should I use credit card payment ? If so, will I have to send again a screenshot of my credit card statement ?
And if I still choose to use Paypal, what will I have to do in order to avoid any unnecessary delays ?

[ElliotAMP3]

Hi,

I wouldn't worry about sounding harsh - buying gifts can be stressful :)

I didn't mean to imply that Paypal are bad for security; only that it is something which can happen if someone manages to get your log in details. Even then you can ask Paypal to arrange a chargeback to recover the funds. However, most banks offer an authentication service nowadays (you have to enter a x after the card number etc) which makes using credit cards much safer online.

Moreover, as you now have an order history you wouldn't need to provide security information. There have been a few orders where the system hasn't recognised their details and has still sent the SECGuard Deferred email but all you need to do then is reply stating your order history and the sales team will simply move the order forward for you.