Can't find the Issue Refund link

[solyluna1]

Hi,

We are trying to refund some completed payments that we've received but we can't find any link saying "ISSUE REFUND" in the page with the link https://www.paypal.com/activity/payment/[TRANSACTION_ID] nor in the activity list (if we check one there is only Archive in the action button's bar in the bottom)

 Thanks in advance for your help

[kernowlass]

@solyluna1 

Click on the transaction and the issue refund option is at the bottom of that details page.

[solyluna1]

Thanks @kernowlass for your response but unfortunately there is no link to issue a refund in the https://www.paypal.com/activity/payment/[TRANSACTION_ID] page. Doing a Search of the word refund on this page returns 3 results and all of them in this help message:

Refund Information - Please accept or refuse this payment. If you accept this payment now and need to refund it later, the Issue a Refund link will be available on the transaction details page for 180 days after the payment was originally sent.

[kernowlass]

@solyluna1 

Well if you haven't accepted the payment yet or refused it then as per the information you have already been given you can't refund it until you do accept it.

[solyluna1]

the payment has the completed state, that's why i assume it's already accepted
the process was implemented in our website using smart payment button

if there was a step that we've missed, can you please guide us