My customer sent me money but it's not showing up in my account.

[WelcomeFarm]

My customer sent me a payment but I never received it. HER PayPal account is showing the transaction when through (and she was provided a transaction ID). I ended up creating an invoice (hoping that was the missing piece) but it still didn't work.

What is going on? How do I fix this? She wants her money back since she made the payment another way, but I don't have her money.

[S_Ameen]

Hi @WelcomeFarm 

Welcome to the PayPal Community! I am sorry to know that you have not received the payment from the buyer. Once the buyer sends the money it will appear immediately in your account. You can locate the transaction under the Recent Activity in your account. Please do not send the item unless you see the transaction in your account, if the payment is not reflected please contact the buyer and ask them to send the money. 

I hope the provided information is helpful to you.

Ameen

[WelcomeFarm]

This doesn't really help me. The money has been taken out of her bank account, but has not shown up in PayPal. She wants me to refund her, but I don't have her money.

[PayPal_Olivia]

Hi @WelcomeFarm,

Thank you for your reply. Welcome to the Community!

I'm sorry for any confusion. The information provided by @S_Ameen may not have been fully understood. I'll be happy to explain further.

If a transaction was sent to the correct account, it would show up. If the buyer is claiming to have sent a payment, they may have used incorrect information or mistyped the address. However, it is also always possible that the buyer is not legitimate. Some fraudsters will claim to have sent a payment, even providing an image that is falsified to encourage the belief that a payment was sent. They then request that you refund them, or send the item, or any number of other scenarios where they receive something and you would be left experiencing a loss.

Please proceed with caution. While it is always possible that the buyer is on the level but they made a mistake, it is also very possible that they are fraudulent. You can see more information about common scams here in this article in the US Help Center.

I hope this helps clarify.

Olivia

[WelcomeFarm]

This is still not helping me. This is a known and trusted customer. Her PayPal account is showing that she sent me $120, my PayPal account is not showing that it was received. I have verified all of the information, and it all matches. How can I get this resolved?

[kernowlass]

@WelcomeFarm 

Ask what it says on her paypal account ie unclaimed / pending / sent / payment  etc

Then get her to double check the email address she sent the funds to and make sure there were no errors or typos.

Then come back for  more advice if needed, she may well have sent the funds but if she did it was not to your account.