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Payment in Sandbox seems to have collected money from a client

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Payment in Sandbox seems to have collected money from a client

WE missed changing a connection from sandbox.paypal.com to paypal.com, and a client appears to have made a payment.

 

It doesn't appear in our sandbox, it doesn't appear in our live account. But I know that the client has not just made it up, because she knew the email address on the sandbox account.

 

But it appears on her payments...

 

I didn't believe that this could happen!

 

Where do we go to get her refund set up?

 

1 ACCEPTED SOLUTION

Accepted Solutions

Re: Payment in Sandbox seems to have collected money from a client

Just spoke to the client, and the money was returned on Friday (6 days ago).

 

Thanks to PayPal People for sorting this out.

 

But I was amazed to find that this could happen!  I didn't realise that Sandbox would take money, if the visitor logged in with an email attached to a real paypal account - I have to admit, I thought the client was trying to get something for nothing!


computergenius wrote:

The payment was to cgrp-facilitator at hotcosta.com

The client writes

"I made the transaction yesterday (01/05) at 14:07."

I have a screen shot of her statement, which shows
PAYPAL *CGRPFACILI -39.00 (GBP)
PAYPAL *CGRPFACILI
35314369001

Her email address is ctu******@live.co.uk

And I see nothing in Sandbox on my account, but she has the details, and knew the test email address.

 

 


 

4 REPLIES
Moderator

Re: Payment in Sandbox seems to have collected money from a client

Can you PM me the sandbox email address she sent the payment to and the transaction ID if you have it, I can check it out on our side. 

Re: Payment in Sandbox seems to have collected money from a client

The payment was to cgrp-facilitator at hotcosta.com

The client writes

"I made the transaction yesterday (01/05) at 14:07."

I have a screen shot of her statement, which shows
PAYPAL *CGRPFACILI -39.00 (GBP)
PAYPAL *CGRPFACILI
35314369001

Her email address is ctu******@live.co.uk

And I see nothing in Sandbox on my account, but she has the details, and knew the test email address.

 

 

Re: Payment in Sandbox seems to have collected money from a client

Just spoke to the client, and the money was returned on Friday (6 days ago).

 

Thanks to PayPal People for sorting this out.

 

But I was amazed to find that this could happen!  I didn't realise that Sandbox would take money, if the visitor logged in with an email attached to a real paypal account - I have to admit, I thought the client was trying to get something for nothing!


computergenius wrote:

The payment was to cgrp-facilitator at hotcosta.com

The client writes

"I made the transaction yesterday (01/05) at 14:07."

I have a screen shot of her statement, which shows
PAYPAL *CGRPFACILI -39.00 (GBP)
PAYPAL *CGRPFACILI
35314369001

Her email address is ctu******@live.co.uk

And I see nothing in Sandbox on my account, but she has the details, and knew the test email address.

 

 


 

Moderator

Re: Payment in Sandbox seems to have collected money from a client

Sandbox shouldnt be able to do this, they are completely seperate systems for this reason. I suspect the URL was a live paypal.com URL, but the user thought it was a sandbox URL. In this case, having both a sandbox and a live account with the same email address would result in this happening, but this is more of a user behaviour/confusion issue as opposed to a bug.