PayPal Community

Hello, @florea993. Thanks for taking the time to add your concern here on the PayPal Community Forum. I understand how someone saying they did not receive a refund would pose a concern. Here's what I can tell you.   PayPal absolutely does not keep a refund someone issues. However, there may be a misunderstanding with the way the refund was processed. If someone was expecting money to be added to their PayPal balance, but they didn't see that, I can understand they might think the money wasn't returned to them.   However, refunds are returned to the original payment method used by the buyer/sender, and that's usually a bank account or card. The person who received the refund should check the original transaction in their Activity to see how the payment was funded, and then check any bank statement or card statement for a corresponding credit.   PayPal apologizes for any misunderstanding. There is more information at https://www.paypal.com/smarthelp/article/faq1212. If the person who received a refund can't locate the money, they should contact Customer Service directly.   I hope this helps to clarify things. Thanks for being a part of the PayPal Community!   Sincerely,   Michael PayPal_Michael ... View more

Hello, @parkerengel. Thanks for taking the time to add your concern here on the PayPal Community Forum.   If there is no transaction showing in your PayPal account Activity, it's possible you completed the purchase via Guest Checkout (which does not appear in your PayPal account since you would not have logged on to the account when completing the purchase), or the transaction was not processed by PayPal or the transaction was not processed correctly by the merchant.   Merchants such as EA use an order/authorization process to capture funds for a buyer's purchase. PayPal is involved to help buyers and sellers communicate, but sellers have to complete an order/authorization to receive any money. Please check your email account (including your spam/junk folder) to see if you have a receipt for the purchase.   However, if EA did not complete the order/authorization process, any funds placed on hold by your financial institution will be returned to you once the order/authorization expires or is voided by the merchant. If funds were placed on hold by your financial institution but the merchant doesn't complete the process to capture the funds, it could take up to 30 days for an order/authorization to expire which would then allow your financial institution to remove any hold.   I hope this is helpful. Thanks for your patience during this time. Sincerely, Michael PayPal_Michael ... View more

Hello, @Dd666. Thanks for taking the time to add your question here on the PayPal Community Forum.   PayPal regrets any inconvenience situations like this may cause, but we are required to request information and/or documents from customers to satisfy our compliance obligations. PayPal, as well as banks, card issuers, brokerages, casinos, insurance companies and any other kind of payments processor or financial institution, is required to follow laws and regulations on financial fraud, anti-money laundering, anti-corruption, terrorist financing and other reporting requirements. This includes asking for information/documents related to Politically Exposed Persons. I hope this helps to clarify things. Thanks for your patience during this time. Sincerely, Michael PayPal_Michael ... View more

Hello, @WeenArtz. I'm sorry to hear there's been any difficulty completing the steps for a limitation. I hope the situation is resolved by now, but here's a suggestion.   You could say "I can't complete this step," and include an explanation in your response via the Resolution Center. If needed, you can type out a statement using a word processing program, take a screenshot and upload the file. That way, the situation could be reviewed and alternate steps could be provided, if any are available. There's no guarantee other steps may be available, but I hope this is helpful. Thanks for your patience during this time. Sincerely, Michael PayPal_Michael ... View more

Hello, @aeneeas. I understand how that would pose a concern. However, in general, a negative balance would be resolved by adding funds from a bank account, not a card. Bank transfers can sometimes take longer than a few days, so I hope the situation is resolved by now.   If the situation is not resolved, please contact Customer Service via the Contact page in your PayPal account. Log on to your PayPal account, click Contact at the bottom of any page and then select the topic that best fits your concern to see options to communicate securely with Customer Service.   You may also send a Private Message via Facebook (https://www.facebook.com/paypal) or you may send a Twitter Direct Message to @AskPayPal. Please note, Facebook and Twitter are not secure channels and assistance it limited to providing information and guidance.   I hope this is helpful. Thanks for your patience during this time. Sincerely, Michael PayPal_Michael ... View more

Hello, @Victordanielrv. Thanks for taking the time to add your concern here on the PayPal Community Forum.   Based on your description of the email, it sounds like a phishing/fake message. Please forward it to phishing@paypal.com and do not click on any links in the message or reply to it. PayPal does not operate that way.   If someone sends you a payment, you will see a transaction in your Activity, and we don't ask customers to pay in any way to complete any kind of authentication. Please see https://www.paypal.com/smarthelp/article/faq438 for more information on how to spot fake emails and other types of communication. I hope this is helpful. Thanks for your patience during this time. Sincerely, Michael PayPal_Michael ... View more

Hello, @Shinafelix1. I understand how the situation you described would pose a concern. Here's what I can tell you. In general, some cards are not compatible with PayPal's System, and it could be that your card issuer is declining PayPal's requests to use the card, or PayPal's Security System could be blocking the transaction. Most of the time it's a compatibility issue, and that would require that you try using a different card.   If you keep running into the same problem, it may be best to contact Customer Service directly to receive further assistance. To see options to communicate securely with Customer Service, please log on to your PayPal account, click Contact at the bottom of any page and then select the topic that best fits your concern. Please work through all of the links/prompts offered by the bot in order to see all of the possible options for secure communication. I hope this is helpful. Thanks for your patience during this time. Sincerely, Michael PayPal_Michael ... View more

Hello, @Meo1122. Thanks for taking the time to add your concern here on the PayPal Community Forum. I understand how that would pose a concern. Here's what I can tell you.   PayPal has many compliance obligations due to various laws and regulations imposed on payment processors. In some cases, the laws and regulations we have to follow don't allow us to process a few transactions. You should have received an email with this information. Please check your email account, and please be sure to check the spam/junk folder.   If PayPal cannot process a transaction for a customer, we can only suggest that another online payment service be used or that the payment be sent another way that does not involve an online service. You might be able to send your payment via Xoom.com, for example. I hope this is helpful. Thanks for your patience during this time. Sincerely, Michael PayPal_Michael ... View more

Hello, @hitzgroup. Thanks for taking the time to add your concern here on the PayPal Community Forum. I'm sorry to hear you've had difficulty linking a bank account. I hope the following information is helpful.   Based on what you mentioned in your post, it sounds like  you may need to try linking a different bank account and/or card. Some bank accounts and cards are not compatible with PayPal's System. It may also help to log off from everything on your computer, delete the cookies and temporary internet files and re-start your system. This often helps resolve situations such as the one you have described. I hope this is helpful. Thanks for your patience during this time. Sincerely, Michael PayPal_Michael ... View more