changed email on paypal but Etsy had old one - customer purchase issue

telomerax
New Community Member

First time poster here looking for advice.

 

We changed our paypal email a couple of weeks ago but forgot to update the paypal payment options for our store on Etsy.com. A customer purchased an item through Etsy using paypal three days ago but we cannot get the funds as the paypal email is the old one and the transaction, obviously, does not even show up on our paypal account.

 

Is there a way to contact paypal and have them solve the issue? What do you suggest we do as an alternative?

 

Thank you in advance for any help yo can provide!

 

Telomerax Skincare

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1 REPLY 1

kernowlass
Esteemed Advisor
Esteemed Advisor

Firstly can you add that email addy to your paypal account, as you can have up to 8 on the one account.
If you can add and verify it then the payments should come through.

If not then >>>> you need to contact your buyers and ask them to see what it says in there paypal accounts either:

1. Unclaimed with a cancel option.
2. Unclaimed.
3 Completed.

If its:
Unclaimed with a cancel option.

Then ask them to cancel the payment but tell them that it will take a few days to go back to their funding source if they funded their original payment with a debit or credit card. Then get them to use the "send money" > Goods option and pay to your email address. Tell them DO NOT use the ebay option or it will direct them to ebay checkout and the same thing will happen.

Unclaimed.

If there is no cancel option then the buyer will get their money back automatically 30 days after paying if it remains unclaimed. If it changes to completed they need to come here for advice. You will need to sort out between you if you want to still go ahead with the sale or cancel it.

Completed.

If its completed then come back for more advice.


Advice is voluntary.
Kudos / Solution appreciated.
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