Refunded Buyer - Saying he cant see the refund (7+ Days after)

[erz_hall1]

I have recently sent back a refund to a buyer of goods who requested a return (£1050) we are now 7+ days after the event and the buyer is saying they cant see the refund and it doesn't even say that the money is being held - I have received confirmation from PayPal that it was successful

Buy says it could be held for 180 days?

Is this true?

Help please

[sharpiemarker]

@erz_hall1 

How was the refund issued? From within the original transaction or did you send a payment? And was the refund money coming from your PayPal balance (instant) or your bank account (eCheck, ETA 3-5 business days)? You could also give the buyer refund transaction ID number and have them reach out to PayPal customer service to trace it and discuss their concerns.

If you really issued a refund, the customer should nevertheless see a record of refund in their account. If refund was sent by eCheck (bank), those could take several days to complete vs refunding from PayPal balance and could take x additional days for the customer’s payment method to post the refund as per Where is my refund?.

[erz_hall1]

So they buyer paid me into my account and the money was currently being held (not sure why) may be due to me not using PayPal very often - when the buyer requested a refund the money was just taken out of my PayPal pending balance (the amount he paid me to start with)

[sharpiemarker]

@erz_hall1 

Then depending on how soon you refunded after receiving payment, there is still the time needed to post the refund by the customer’s payment method according to Where is my refund?

Give the customer the refund transaction ID number so customer can contact PayPal to find out what is delaying the refund. Or they can just contact PayPal and refer to the refund request. Depending on how the customer paid (PayPal balance, bank account or card) the refund processing times may vary. Since the refund was made, you’ve done your part.