Hello! I have a customer that used card for services. As typical, payment goes into a holding status until you accept into your account. This was just before Covid so the transaction was never completed on our end. In other words we didn't take his payment. We are also closing our business so services are no longer needed.
Customer asked us for refund but we explained we never completed transaction and payment never went into our account to refund him. This is also reflected in our payment history on paypal. We even emailed him this history in hopes it would help. He was told by paypal this wasn't sufficient and is still waiting on credit.
I have gone back and forth with online agent and no luck. I was told request denied but my only request was for help so not sure what's being denied. The customer is having same luck as well. I think speaking to a live agent might quickly help fix the problem but can't find a number. If I'm missing something rule wise maybe someone can tell me process and procedure in this situation. Thank you.
