We use virtual terminal to authorize advanced bookings in our health treatments business. After the appointment the customer can instruct us to complete the payment through PayPal or they can pay with a credit card or cash, in the latter scenario we will cancel the PayPal authorization.
In some instances after the authorization process the customer will receive notification from their bank that money has left their account, which is contrary to what we have been saying to the customer, i.e. that they are not making any payment at the time of the authorization. Our understanding of the process is that PayPal freezes the payment money on the account but it does not withdraw any money from the account, only when we get permission from the customer and "capture" the amount of money, funds will leave the customer’s account
As you can understand this is putting us in quite a difficult position when trying to explain what has occurred in these cases
On the latest incident we had the customer is still waiting since the 11th of Nov ( cancelation of the authorization) a refund from PayPal on their bank account
Please advise on how the process works and what we are supposed to communicate to customers
Thank you
