Customer checked out to the wrong paypal address. How to refund back and start over?

[AnitaYip]

Hi there,

I had a customer who recently checked out their order to a non-existing paypal email address at Storenvy which I do not remember having it replace from my main one , and when I pressed the cancel order button, a message popped up saying 'This person will not get their refund back after it's been cancel'. I didn't press the button, so I came to ask if anybody who has storenvy  can help me figure out how I can transfer that payment to my main email address or either refund the customer's money back and start over. 

[DPCreations]

Did the buyer use an incorrect PayPal email addres?

Do you have the funds in your PayPal account?

Is your web store on Storenvy?

I'm not clear on exactly what happened.

[AnitaYip]

Hi there, 

Well technically some part of it was my fault. After I opened up my online store at storenvy, I forgot to check the payment info settings where you can connect your paypal email address with storenvy. So people who checks out their order at storenvy can pay it via by paypal. If you understand what I mean? I hope it doesn't sound vague. I try not too.

The buyer did not use an incorrect paypal email address and I do not have the funds in my paypal account. The funds is sent to an non-existing paypal account which I cannot retrieve back. 

This was the non-existing email address the buyer has sent - porukachii.hotmail.co.uk, and this was the time I forget to check my payment info settings to put in my main email address.

I've contacted Paypal two days ago but still no reply back. So I came here to seek my luck if you guys can help me if possible. 

[DPCreations]

Not quite enough information.

What are you selling?

I never used StoreEnvy, but it should work like other sites that use PayPal.

So, you signed up for StoreEnvy but did not add any email address.  Is that correct?

This would mean that the store is not active for PayPal payments.

A buyer came along for a purchase and added fake email address for payment.  Is that correct?

Was this supposed to be the buyer's PayPal address or added as the seller's PayPal address?

Since you didn't add your payment information, the purchase should not have bee processesd, I think.

If the buyer used a fake email address, then buyer would still have funds.

If this is correct, this should be a buyer problem not a seller problem.

[sharpiemarker]

Hmmm, how were you able to find out the email address the PayPal payment went to?  Of how did it end up being the address payment got sent to? Is this an email address you recognize and have access to?  If so, just add the email address to your PayPal account and confirm it and payment will show up within a day.  It should be almost instant, but you never know.  

Be sure to update the PayPal setting for the correct email address at Storenvy.

If you do not have access to that hotmail email address, let the buyer know what's up and to have them cancel the payment on their end if possible. If not, then the payment would go back to the email address the buyer sent payment from after 30 days if left unclaimed.

Hope this helps.  

Edit: And yes, I've had something similar happened to me.  I was one letter off in my email address.  Had to create the email address, then add it to my PayPal account, confirm it and boom, the payment appeared in my account not long after And received the PayPal payment confirmation come in for the misspelled email address.