payment unable to be received due to unknown email

[Milkmaid70]

A customer placed an order via my WIX platform but did not pay at time of ordering.  I sent her an invoice from WIX and she received it.  I then received an message on both my WIX inbox and on my standard email saying that I had to go to an email address to accept the money and claim it.  However, the email is not something I recognise.  It is largely redacted but appears as [removed]

I have absolutely no idea where to go to complete this.  I have never had money sent to me like this.  I don't know where to access this email as I cannot find it at all anywhere in my profile.

The customer says that she has paid twice - I cannot see any payments at all.  

When I go to WIX to cancel the transaction, it comes up with a message that the customer has paid and I must refund the customer before I can cancel the transaction.

Can someone please advise on this as I am getting one grumpy customer?

[Milkmaid70]

I should add, that all details about the purchase appear authentic including the emails that my customer received about paying for the order.  The only trouble is, I can't find the money!

[PayPal_Meghan]

Hello @Milkmaid70, 

Thanks for visiting the PayPal Community Forum; welcome! 

I'm sorry to hear that you haven't received your payment yet. I know how concerning that would be. A great Help Center article for troubleshooting steps is: I can't find the money I received. Where is it? If you have already received payments through WIX before, I recommend reviewing a few tips in this article to determine if it may have been a phishing attempt. Unfortunately, there are some scams out there right now where customers are stating they've sent a payment and asking for a refund even when they haven't.  

I hope this helps! 

- Meghan

[Milkmaid70]

Thankyou for your reply Megan,

Unfortunately, neither of the links you provided work.  Both come up as being unpublished.  Also, thank you for your concern about the email being possibly a scam, however, I'm 99% sure it is not because this is a customer that is on one of my closed buyer sites and in addition, has already paid 1/3 of the purchase price in postage which was sent from my Quickbooks invoicing account.  I have a silly system that is not integrated, so online orders are made (and usually) paid via my WIX site (and my bank details are provided so customers can either pay directly into my bank, or via PayPal).  A small percentage of customers place order and do not pay because of unknown shipping costs.  this is completely fine because I dont send goods until full payment made, but in the past, I have simply gotten them to pay via an invoice I have raised in Quickbooks and then cancelled the order in WIX.  However, this time, I raised and sent the invoice from WIX and customer paid via PayPal.  It is at this step there is a problem.  The email just doesnt seem to exist anywhere!!  

If there is a link that I can review that you know of that I can read, that'd be great.  in addition, if I can speak to someone and work this out over phone, it might be helpful as I am getting nowhere.  I can't refund money as I simply dont have it, and I can't cancel order until I refund money.  Im in a catch 22.  The email about verfying the email definitely came from PayPal.

Sam

[PayPal_Bindu]

Hey @Milkmaid70 

I understand your concern about the payment processing to an unknown email address. I recommend contacting the WIX team as this could be an integration issue with WIX. If this is not the case, you can check with our support team to look into this further. 

Good luck,

Bindu

[Milkmaid70]

Thankyou for your reply.  I have been in touch with WIX and they have also suggested some things to try.  I will have to wait a few days to see if some activations actually fix the issue.  If it works, I will report back here, otherwise, I will need to delve deeper.