Customer Money missing! Paypal error code 10764

[nigel55555]

Hi all,

Our website rejected two payments made by a customer. We can see on the Foxycart error logs that they've been rejected and have Paypal error code: 10764. The money though HAS been taken from her account and her bank is telling her the money is in in limbo somewhere and the transaction needs to be cancelled? It has never reached us.

This is really terrible situation and very unproffessional.

Can anyone help re. a course of action to correct this issue? it's never happened before.

Many thanks in advance and kindest regards,

Nigel

[JanitorJoe]

yes we had one  of these on Monday as well. I think its a Paypal internal error  We have had it happen once before and the money turned up two days later as if nothing had happened. So hoping same will happen again now. Never found out why but perhaps if Payapl are watching this they could let us know?

[nigel55555]

Money still not back in her account. Can anyone else offer any help? How can I contact Paypal directly? She's not a happy customer and I don't blame her!