Can't refund On Hold Transaction

Jegbagus
Contributor
Contributor

one of our buyers wants to cancel her order. and I get On Hold Transaction on our dashboard.

she asked us to refund her money, but we can't because there is no option to refund her payment unlike other transaction. 

how can i provide refund for her transaction? is there any way she can get her money back?

i attach 2 different transaction that having refund button and that doesn't have refund button.

 

Refund button availableRefund button availableNo Refund button AvailableNo Refund button Available

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2 REPLIES 2

kernowlass
Esteemed Advisor
Esteemed Advisor

@Jegbagus 

 

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Advice is voluntary.
Kudos / Solution appreciated.
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PayPalMichelleW
Moderator
Moderator

Hi @Jegbagus,

 

Your only able to refund a transaction that has been completed to your account.  For this situation, I would suggest you contact us to provide additional details and see if there is anything additional that we can do.  To contact customer service, please click Contact at the bottom of the PayPal website for available options, or reach out by Facebook or Twitter.  I hope this helps.

 

Thanks!

MichelleW

 

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