Refund not received

[keithercat]

Hi Can anyone offer any advise to me.  I had a buyer contact me to state that they never received the item I sold, so I issued a refund to them which went through and on my account states its completed (issued 01/10- it was pending untill 8/10 then said completed).  However they are still telling me I have not refunded the money - I have asked them to check bank account / card if they paid by that and they are telling me they have and its not appeared.  What do I do now??  Is there anyway paypal can check where the money has gone?

Thanks

Karen

[kernowlass]

If they funded the original paypal payment to you with a debit or credit card then it won't go back to their paypal balance.

Once marked as completed it will automatically go back to their bank account or credit card but takes up to a week to process through to the bank and a bit longer for a c.c.

[keithercat]

They said they have checked bank account and nothing there - it went through on 8th October from my side, so shuld have showed up by now.  They also said they had not received any emails either?  I issued refund from original transaction so know its right person.  Is there anyway to dispute from seller side?

[kernowlass]

The only other option is that they did not fund it from their card but funded it via instant bank transfer instead.

Ask them if they paid using instant bank transfer rather than a card because in that scenario the funds would go into their paypal balance not bank account.

HOWEVER if they then bought something paypal would take the funds from their paypal balance ie refund rather than their normal funding source.

To check they need to click on the word details next to any transaction around that time and see if it was funded via their paypal balance ie refund rather than their funding source.

You don't need to do anything, you have refunded.....end of.

If they still can't track it down and i really think one of the 2 answers i have given should be the answer then tell them to contact customer services via "contact us" option bottom of paypal pages > call us option. 

[keithercat]

Thats brilliant, thanks for the advise, here I go again- fingers crossed.