Question
The first week of March, someone won an auction and paid me via PayPal--$170. The next day, I shipped the item. The next day, I got an email from PayPal saying that the payment was on hold and it could be due to customer request or a bank issue. Naturally, I emailed the buyer. She was mortified (and I believe her--100% positives over a lengthy period) and said she'd already emailed PayPal for an explanation. I had just had a similar thing happen to me. PayPal denied my payment to eBay for monthly fees when I had a PP balance of over $1000. I never did get an explanation from PayPal.
OK, so we get tired of waiting for PP to get it straightened out and she mails me a money order about 1 1/2 weeks later. Everything is hunky-dory.
About a week ago, I got an email from PayPal saying that the $170 payment had been cleared. I check--sure enough, the money is in my account. I promptly email the buyer and tell her that she needs to cancel the PP payment. (I figured it was better to let her do it so that I didn't refund and then she cancels it, too and it really gets messed up. Plus, I'm not sure what happens with PP fees if I refund.) Well, I still haven't heard anything and it's been a week now. She wasn't the best/most prompt communicator I've ever seen, so I don't know if she's just not read the email yet or what.
How long do I wait before I email again? What if she never responds? I wouldn't feel right about just keeping the money, but without communication from her, I'm hesitant to take action myself.
What to do?
Answer
Originally Posted by maison rustique
About a week ago, I got an email from PayPal saying that the $170 payment had been cleared. I check--sure enough, the money is in my account.
I'm not exactly a PayPal expert, but based on what you wrote (above), I'd say there's probably nothing your buyer can do now. If you have already received a money order, why not just refund the PayPal payment?
Answer
As I said, I'm afraid to refund it without knowing if she is canceling it. Also, if I refund it, what happens with the fees?
Answer
Originally Posted by maison rustique
As I said, I'm afraid to refund it without knowing if she is canceling it. Also, if I refund it, what happens with the fees?
Well, if the money shows up as being in your account, I'm not sure she can cancel it. When you make a refund, the fees are accounted for- you aren't charged a fee for money you refund- at least, I never have been, and I've made numerous partial and full refunds over the past couple of years.
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OK, I'm confused. I'm pretty sure I've heard stories about buyers canceling payments.
I guess I'd just feel safer if I heard from her and we were both in agreement about what to do.
Edited to add: I've never had to do a refund--full or partial, so am not familiar with the process.
Answer
She can't cancel it. The only thing she could do is file with her credit card company. You don't want her to do that!
Refund her right away.
(At least that's what I'd do...)
mrpotatohead is right. The fees are also refunded. It'll show that clearly as you do the refund.
To do a refund, go to your paypal account, view the transaction in question, scroll way down toward the bottom and find the tiny little refund link, click it and go from there. Come back if you need more info...
Elaine
Answer
OK, I'll do the refund, but I'm still confused. Why have I heard so many stories about buyers canceling their PayPal payments?
P.S. If this turns out badly and I'm out the $170, I'll expect the two of you to split it and pay me!
Answer
Originally Posted by maison rustique
I guess I'd just feel safer if I heard from her and we were both in agreement about what to do.
If this is true:
She was mortified (and I believe her--100% positives over a lengthy period) and said she'd already emailed PayPal for an explanation. I had just had a similar thing happen to me.
I'd think the thing to do would be to refund the PayPal payment, and deal with any issues that might arise later, if they do. You've already been paid (twice) by a buyer you say you trust- what could go wrong, that couldn't eventually be fixed?
edited to add...
Why have I heard so many stories about buyers canceling their PayPal payments?
I've heard of buyers doing chargebacks, but I don't think that's the same as cancelling a payment...
Answer
Originally Posted by mrpotatoheadd
If this is true:
She was mortified (and I believe her--100% positives over a lengthy period) and said she'd already emailed PayPal for an explanation. I had just had a similar thing happen to me.
I'd think the thing to do would be to refund the PayPal payment, and deal with any issues that might arise later, if they do. You've already been paid (twice) by a buyer you say you trust- what could go wrong, that couldn't eventually be fixed?
I don't know, but if it can happen, it will. My luck!
Answer
Originally Posted by maison rustique
OK, I'll do the refund, but I'm still confused. Why have I heard so many stories about buyers canceling their PayPal payments?
P.S. If this turns out badly and I'm out the $170, I'll expect the two of you to split it and pay me!
No problem.
It won't turn out badly.
Buyers only 'cancel' payments when they're ticked off about something - (And it's not a cancellation, but rather a credit card CHARGEBACK.) And they have to claim they never got the item or you were defrauding them, etc. How could someone win a claim like that if you've refunded the money? Besides, you said this person was happy with the purchase. And obviously she trusted you or she wouldn't have sent you the money TWICE!