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There are times when i agree with paypal on here and there are times when i do not.
Its amazing how often when i agree with them that the other poster becomes personally abusive and accuses me of working for them OR get a job with them.
I take it at that point they have run out of a constructive argument.
If you really want my opinion then Paypal is hardly to blame because your buyer was stupid enough to not check which card he selected when he checked out to pay for an item. If it was for a high amount then surely he would double check before he clicked submit.......he didn't so both you and he have to wait.
Just to be clear, your answer is: If a customer uses the wrong card with PayPal, they are stupid, so expect to delay a refund by 21 days.
You asked my 'opinion'.
My opinion is that you are blaming Paypal for a mistake that your buyer made.
And my opinion is that your buyer is pretty silly to not have checked his card before making the payment.
If i made a mistake doing a bank transfer then the funds could be lost completely but that would be MY fault and not the banks.
AND I may NEVER get the funds back, let alone 21 days.
So my 'opinion' is that Paypal is not at fault and you should wait until they process the payment so you can then refund it.
It’s funny, I don’t remember PayPal asking for a reason as to why my customer needed a refund. I don’t think either of us thought that was an important detail. Do you think my customer would have gotten a refund sooner if I gave PayPal a better reason? Or do you think PayPal might possibly have some issues with their customer support?
On a side note, I just scanned your profile and see that you’ve been responding to customer concerns regularly for the last 13 hours. For the last week, you’re pretty much responding on this forum every day all day. I’m genuinely curious, what do you get as a ‘Volunteer Advisor’? That’s a lot of personal time.
Thats odd because I went out all yesterday afternoon, not that that is any of your concern but I guess becoming 'personal' when you have lost an argument is your only recourse.
And what do i get out of being an advisor? Well I have lost count of the number of scams that I have prevented or the number of folks that i have helped understand their way around paypal.....again not that that is any of your concern.
Mostly on here we get nice folks, then we get the odd one that thinks Paypals policies have to be 'adapted' specially for them.
Oh and i am off out again in a mo,...........ok with you?
I have to agree with @kernowlass in this but I have to say I understand your situation. If didn't know how PayPal works I'd probably utter the same words but anyway to put a light on your situation.
1. PayPal/eBay/21 days hold
2. PayPal refunds
Payments are triggered depending on your standing as a seller and the risk involved on a transaction.
Normally you can get your funds release before 21 days
if the following criteria(s) are met:
1. Mark the item as delivered provided with tracking, 3 days after the item is delivered. You can call PayPal and ask assistance from them to get the funds manually released or otherwise it'll be done automatically by PayPal/eBay.
2. Mark the item as process, 7 days(local)/14 days(international) after it's been marked as dispatched it can be released automatcially/manually.
3. Not all the time but if you have a good/positive feedback PayPal can acknowledge this and may release your payment on a better date.
This 21 days hold is designed for the purpose of buyer's protection and plus agains seller who will withdraw the funds from paypal then neven sends the item out then PayPal would be forced to refund the buyer out of their own pocket. So you can say that this is a preventive measure. Though now all sellers are alike but there's no way you can tell the difference.
Note: If you cannot fulfill the transaction you don't need to wait for 21 days to refund the transaction as you can refund your buyer at your convenience so long as you have the funds for it.
PayPal refund are usually instantaneous, there are only two kind of refunds either it's instant or check refunds. If your PayPal balance is enough to cover the refund it should go through straight away within seconds but if your money isn't enough what it'll do is that PayPal will charge your bank (not your card as they cannot charge your card for this as this is not a purchase) through Direct Debit Mandate which will take 5-7 working days.
Note: PayPal may keep 20p from a transaction as they don't usually refund the fixed portion of the fee.
I hope this has answered your questions. Always glad to help just reply to this thread if you have further queries.
Edit: Having a PayPal Dispute/Claim on a transaction is quite a different level and I noticed that when there's a case open this releases the 21 days hold but put in hold again in relation to the dispute/claim that the buyer has opened.
When a dispute has been opened you always have the option to refund or when case has been escalated to a claim you ask paypal to grant the claim in the buyer's favor. Althought this is not the best avenue to take as it will be agains your record but still a work around that might work for you.
But then again honestly and personally speaking if you just hit that refund button but make sure you have extra 20p on your PayPal account this should completely resolve your issue.