Paypal not returning money on a Purchase the Merchant never received
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I attempted to purchase a software from Black Magic Design (aka. BMD - a company that specializes in videography and video editing), two weeks ago now using a guest account with Paypal as there was no alternative choice. The payment never went through to BMD, and their webpage even notified me the transaction was cancelled after I had inputted all the credit card info, etc. However, within minutes I received an email from Paypal notifying me the transaction was authorized.
This sent me on a rabbit chase - calling BMD to then have them tell me they never received any payment information/transaction details and that Paypal has to cancel the transaction. Then after phoning Paypal the first time, the lady told me that I would receive an email from her within a few hours notifying me the payment is cancelled and the money would be returned/credited to the Credit card used (Paypal lie #1). This never happened. I called Paypal a second time, and another lady told me the exact same thing (Paypal lie #2).
Now I have no clue where the money is (about $380 USD) whether it well ever be credited back to the payment card. Paypal's call centre is not giving me a clear answer, clearly after they lied to me twice. Plus, Paypal doesn't have a direct customer support centre/service, so all the outsourced support they have can only really tell me the procedural things that happen, and they are not able to directly support/help me.
Is there anyone who knows of a solution method I can try with Paypal next?
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Hello @lguser2024
Welcome and thanks for posting your inquiry in the PayPal Help Community!
I do understand your concern about the cancelled transaction. No need to worry! When you attempt to make a payment, the amount can be temporarily charged to your bank/card. This is an authorization charge. The authorization charge will remain pending until the merchant accepts/processed your order. As you mentioned that the transaction was cancelled, you will be not charged and any amount which is on hold will be released back to your balance in your card. If the amount was debited towards the canceled transaction, it will be reversed in few days to your card. You can also refer few article about authorizations and refunds here :
What’s an “authorization” and can I cancel it?
Hope this information helps,
Bindu
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