How do I refund a buyer in a dispute when the money is being held?

TessArtDolls
Contributor
Contributor

Hi! 

I have a new business Paypal account and just sold something for the first time. The buyer sent me an e-mail immediately after purchase, saying they forgot to update their shipping address and asked if I could send it to another one. The item I sold is worth many hundreds of dollars, so I asked if they could cancel the order and repurchase with the correct address. They agreed to this, but opened a dispute with Paypal before I could refund the money. 

Now when I try to refund them to close the dispute, Paypal says I have no funds in my account. I have added the money to cover the Paypal-fee, but it seems I can't refund the money that are reserved. 

Is there any way to get around this? Waiting 21 days is a long time. 

Please help! 

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2 REPLIES 2

kernowlass
Esteemed Advisor
Esteemed Advisor

@TessArtDolls 

 

You can normally fund a refund via a linked and confirmed bank account.

If not contact customer services and ask them to issue a refund for you.

 

Contact options for each countries Paypal customer services are accessed by clicking help/contact bottom left of Paypal pages.

1. Paypal phones (you can use the guest option if you can't log in).
2. Live chat is also randomly available.
3. You can send them a message, (during business hours you may also be able to message whilst logged out).
4. Have you considered contacting Customer Service via Facebook or Twitter?
You can send them a private direct message via Social Media on Facebook, Twitter/X, or Instagram pages.



Advice is voluntary.
Kudos / Solution appreciated.
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TessArtDolls
Contributor
Contributor

Thank you. Paypal says I will have to wait for the dispute to be resolved before I can refund the money. 

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