Payment in Sandbox seems to have collected money from a client

[computergenius]

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?

[MTS_Ciaran]

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. 

[computergenius]

The payment was to [removed]

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
[removed]

Her email address is [removed]

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

[computergenius · Accepted solution]

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 [removed]

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
[removed]

Her email address is [removed]

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

---

[MTS_Ciaran]

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. 

[SteveGodreau]

I have the exact saem problem - how did it get reoslved I reall need help as it is $1000 

0-Nov-2017 19:31:17 GMT-05:00 Transaction ID: 5D278596VH757323X

Hello test account's Test Store, You received a payment of $1,000.00 CAD from (lxxxxxxxxxx). To see all the transaction details, please log into your PayPal account. It may take a few moments for this transaction to appear in your account. Buyer information zzzzzz yyyyyy [removed] Instructions from buyer None provided Description Unit price Qty Amount INV-03505 30/11/2017 $1,000.00 CAD 1 $1,000.00 CAD Insurance: ---- Insurance: ---- Total: $1,000.00 CAD

[computergenius]

I had to get PayPal support involved - there was no simple way.
And they took some convincing that it had happened!

I see no emails around that time, so I guess that it must have been done either by webforms into my PayPal account, or by phone.

Finally, they repaid the money back to the client. We asked the client to make a second payment direct to us, and they declined to do so, which wasn't surprising after all the hassle.

Sorry, I don't have more details, but it was resolved finally.

[SteveGodreau]

I had a similar experience yesterday but it was PAINFUL to figure out even who to call at PayPal. 

[icorik]

when i buy eth every time sandbox after 2 hours take it and i cant see where is the money and they dosent return to me 

[icorik]

sandbox took my moneyh from metamask every time i buy ETH safter 2 hours they take it please someone can help me.