Why are payments to my account are being voided?

[chavez_hazel]

I have had to instances where payments to my accounts were automatically voided. Why is this happening? Thanks.

[sharpiemarker]

@chavez_hazel 

I go to the PayPal Homepage for your region and the picture they used made me laugh so hard because that's my expression when I read your question. 

https://www.paypal.com/kn/webapps/mpp/home

Does it say "Void"? That is not one of PayPal's payment statuses:

https://www.paypal.com/kn/smarthelp/article/what-does-the-status-of-my-sent-payments-mean-faq1211

Click on the transaction to see if there are any explanation as to why the payment was "voided".

Perhaps contact customer service for assistance as nobody in the forums has access to your account to review it:

Click HELP at the top menu, scroll down to click CONTACT US, and then scroll down to click CALL US.

Say "Live Agent" to the automated recording.

[chavez_hazel]

Hi, I already called but the agent transferred me to another agent and I was waiting forever to talk to the other agent. I eventually hanged up because it was running up my phone bill. When I go to view the transaction details the order status say "Cancelled" and there is no explanation as to why. I've had the problem with two different customers.

[sharpiemarker]

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@chavez_hazel wrote:

Hi, I already called but the agent transferred me to another agent and I was waiting forever to talk to the other agent. I eventually hanged up because it was running up my phone bill. When I go to view the transaction details the order status say "Cancelled" and there is no explanation as to why. I've had the problem with two different customers.

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I did some general research and order is canceled maybe because the payment didn't successfully process or the customer used PayPal Guest Checkout beyond the number of times allowed on their card before they have to open a PayPal account and link the card and didn't continue. The customer could have clicked away from the checkout without totally completing payment or fraud prevention restrictions. No funds were held so the customer would have to make the purchase again but decided not to.

[chavez_hazel]

Oh okay well I was talking to the customer a few mins ago and he mentioned that he was able to make a purchase from someone else that has a PayPal account then he later tried to make the purchase from me again and it got cancelled again. sigh. This is the second time in a row I'm having this issue. The tech support said my account looks good but I don't know mahn.

[sharpiemarker]

@chavez_hazel 

Could be some technical checkout integration issue as well cause something changed in the system? Maybe post in the PayPal Merchant Technical Support board:

https://www.paypal-community.com/t5/Merchant-Integration-Technical/ct-p/mts

[chavez_hazel]

Okay I will do that. Thanks for your help.