PayPal refunds full amount and keeps transaction fee

[Dmitry10]

For some reason, our customer has paid our invoice twice. Then he opened the case to his overpayment. We have immediately tried to refund the overpayment less not refundable PayPal fee. However, instead, PayPal refunded the full amount. It is absolutely unacceptable. How to fix this?

[PayPal_RebeccaN]

Hi there @Dmitry10, 

Thank you for your post and welcome to the PayPal Community Forum! 

I understand how frustrating this must be. In occurrence with our PayPal User Agreement, if you refund a payment for goods or services, there are no fees to issue the refund, but the fees you originally paid as the seller are not returned to you. The amount of the refunded payment will be deducted from your PayPal account. 

I understand this may not be the answer you were hoping for, I apologise for any inconvenience caused. 

Rebecca 

If this post or any other was helpful, please enrich the community by giving kudos or accepting it as a solution.

[Dmitry10]

Dear Rebecca,

Then PayPal can transfer us from a customer $10000 per day. Then refund each transaction, and keep all the transactions fee. Money for nothing! Isn't it?