How do I get hold of a person to talk to?

[Zappylady]

PayPal used to be so good although now….. what is going on.

I am winding down my business after 15 yrs and I received an order that I couldn’t fulfil. I, therefore, refunded the whole amount and, in this instance I would normally have been refunded the PayPal fee as well.  As I no longer keep much money in the PayPal account and PayPal has not refunded the fee I was a couple of pound down for the refund.   Normally Paypal would have used my balance and the rest would have been automatically taken from my business bank account.  But they didn’t this time they tried to take the whole lot from my business bank account and there wasn’t enough money in there so the refund has not been made to my customer.  The full amount now sits in my business bank account and how do I speak to somebody to put the refund through again but using my backup bank account???

[kernowlass]

@Zappylady 

Paypal no longer returns the fee you were charged when your buyer paid as part of any refund that you issue.
Paypal processes your buyers original payment and then the refund for you, the fee is for providing that service.

So if you did not have the 'full' amount in your paypal balance then they would take all of it from your bank account as an echeque.

If you didn't have enough in your bank it would fail.

Paypal does not 'split' refunds from a bank and balance.

[Zappylady]

So how can I arrange the refund again through Paypal to be taken directly from my business bank.

[kernowlass]

@Zappylady 

When you click on the transaction is the refund option there so you can re-use it or not?

[Zappylady]

Hello

It just states Archive.

No option to refund 

PayPal always refunded the fees when a refund was actioned. When did they stop doing this.

Thank you

[kernowlass]

@Zappylady 

https://www.paypal.com/eg/cshelp/article/how-do-i-issue-a-refund-in-a-dispute-help342

If you refund a payment for goods or services, there are no fees to issue the refund, but the payment receiving fees aren’t returned.  

Sounds as if you may have to contact customer services and ask them to help you refund?

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.

[Zappylady]

I have spoken to a person a few times over the 15 years I have been using PayPal- is it not possible to actually talk to a real person now???

[kernowlass]

@Zappylady 

Well I have given you all the contact options for customer services so go ahead and try them?

[Zappylady]

I have tried the phone number 6 times but each time I say why I am phoning it just goes dead as it doesn’t comply with they want you to say. Nightmare - what on earth is happening to PayPal which used to be so helpful. What a shame it is going downhill!!