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Customer Refund Error

New Community Member

Customer Refund Error

Hey,

I've opened up a shopify website and my first customer purchased through paypal checkout. I upgraded my personal paypal account to a business one. There was an error with the order and I needed to refund it. However, it says I do not have permission to refund the order even though I am the admin. I was never able to receive the funds and they never showed up in my account yet the customer was still charged. I'm just confused as to where the money went? I really want to get the money back to them in a timely manner! 

Please help!

Thank you!