PayPal Community Q&A - January 30, 2019 - Closed

[PayPal_Olivia]

Hey everybody!

Join the PayPal Community Forums moderation team in our semi-weekly Community Q&A on Wednesday, January 30th, from 1-2 pm PT (4-5 pm ET).

Our moderator staff will be here to answer your questions regarding PayPal. This thread will remain locked until the Q&A is open, so if you have a question you'd like to see answered by the community before then, please feel free to post a topic by clicking on "Post a Topic" and selecting the appropriate board.  As always, PayPal customer service can be reached by clicking on "Contact Us" and selecting help via phone or email.

How Community Q&A works:

The Q&A opens at 1 pm PT. Once the Q&A is open, PayPal Community members may participate and ask questions by using the "Reply to topic" button.

In order to post in the Q&A, you must be a PayPal Community member. If you'd like email updates on the Q&A, click the "Options" menu and select Subscribe.  

During the Q&A, PayPal Moderators will answer general PayPal questions in real-time. 

At 2 pm PT, the Q&A will close and lock. Any questions that have not yet been responded to by a moderator or employee will receive a response within the following hour.

Please feel free to RSVP to the Q&A by clicking "Me too" at the bottom of this post.  See you then!

Olivia

[yony2k9]

Hello, my brother attempted to send me money using email but made a simple mistake when he typed in the email.  Unfortunately it went to someone else with a PayPal account.  We’re not sure if the account is still being actively used.  We’ve been trying to contact them with no luck.  The name which was the money was sent to doesn’t match the recipients.  How can we get the money back?  The funds were sent from a PayPal Credit line.

[PayPal_Olivia]

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@yony2k9 wrote:

Hello, my brother attempted to send me money using email but made a simple mistake when he typed in the email.  Unfortunately it went to someone else with a PayPal account.  We’re not sure if the account is still being actively used.  We’ve been trying to contact them with no luck.  The name which was the money was sent to doesn’t match the recipients.  How can we get the money back?  The funds were sent from a PayPal Credit line.

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Hi @yony2k9,

I'm sorry to hear that a payment was sent to an incorrect email address. Payments sent as friends and family payments are not able to be disputed. If the payment is marked as completed, the only way to get the payment back is to appeal to the recipient to request a refund. I regret that PayPal cannot provide any contact information that is not the original receiving email address that you already know from the transaction itself.

If by any chance the payment was sent as a goods and services payment, the option to dispute for item not received would be the best course of action.

I hope this helps!

Olivia

[yony2k9]

That's not good enough for PayPal to not have a fail-safe system.  It's simple to make a mistake when you type in an email address or phone number.  Perhaps a 30 minute, 24, 48, 72 hour grace period would be nice to cancel the transaction.  

There should also be a way to confirm the recipient is the write person by matching the full name, phone and email address.  You can put a check mark for those that don't care for this option and just send to email/phone to use.  The check mark will if you send to wrong address we're not responsible and you won't get your money back.  

The fact that you make a simple mistake and your money is gone is not acceptable.   I can't go to a bank and despite money for "John"  without any information.  I don't think PayPal should be able to either without the option to confirm identity.  I'm sure we're not the only once to have this problem and I won't stop until this issue is fixed and the system's updated.  I will start by consulting with my attorney. 

[PayPal_Olivia]

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@yony2k9 wrote:

That's not good enough for PayPal to not have a fail-safe system.  It's simple to make a mistake when you type in an email address or phone number.  Perhaps a 30 minute, 24, 48, 72 hour grace period would be nice to cancel the transaction.  

There should also be a way to confirm the recipient is the write person by matching the full name, phone and email address.  You can put a check mark for those that don't care for this option and just send to email/phone to use.  The check mark will if you send to wrong address we're not responsible and you won't get your money back.  

The fact that you make a simple mistake and your money is gone is not acceptable.   I can't go to a bank and despite money for "John"  without any information.  I don't think PayPal should be able to either without the option to confirm identity.  I'm sure we're not the only once to have this problem and I won't stop until this issue is fixed and the system's updated.  I will start by consulting with my attorney. 

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Hi @yony2k9,

I appreciate the feedback and suggestions. For privacy and security reasons, PayPal protects individuals' information. I understand your frustration with this security measure, and I regret the difficulty you've encountered.

Olivia

[PayPal_Olivia]

Thank you to everyone for participating in this week's Q&A session!

The weekly Q&A session is now closed. All thread content will remain viewable, but locked. Any questions that have not yet been responded to by a moderator or employee will receive a response within the next hour.

If you missed chatting with us today, please come back Friday, February 1st at 4pm GMT, or next week on Wednesday, February 6th at 1pm PT. We'd love to meet you!

See you then!

Olivia