PayPal_Andy

Hi Blessedyes01 -   Welcome to the Forums, I'm happy that you've reached out to us here for this issue!   Generally a buyer would pay shipping and handling, so that's not completely unheard of. The two biggest things you'll want to watch out for here are that you're actually purchasing the shipping. They may be paying for it, but you have to make sure you're buying it. Otherwise, if they purchase the shipping label, they could potentially have the item sent somewhere else, causing you to lose any dispute that's filed against you.   The other thing is verifying that the emails you're receiving from PayPal are real. One aspect of a scam of this sort is that they'll send you emails from "PayPal" saying you've been paid, and asking that you send the item. So you'll want to make sure you're logging into your actual PayPal account to verify that you have money in your balance - even if it's being temporarily held. Otherwise you could be sending your item out without being paid for it.   I hope this helps you better understand some of the potential risks you could be running into here. If you have any other questions, feel free to reach back out!   - Andy ... View more

Hi boosbiz65 -   I appreciate you reaching out to us here in the Community for an answer to this refund issue. Quite honestly, the best option for this would be to reach out to the merchant directly to work with them on issuing a refund. If you paid them using PayPal, then they should be able to refund you back to PayPal without an issue. But they would probably be the best ones to reach out to about that, to find out how that works on their end.   Best of luck!   - Andy ... View more

Hi Raiden2004 -   I'm sorry to hear of this unauthorized activity bringing you here to our Community. 😞 Hopefully this has been taken care of by now. If not, is there a specific error you're receiving when trying to file the unauthorized dispute? If you still need help, please let us know and we'll see how best to get you taken care of!   - Andy ... View more

Hi LolaLee70 -    I appreciate you reaching out to us here in the Community, and I'm sorry to hear that you've had an unauthorized payment on your account. 😞  Hopefully this has been sorted out by now. If not, you can find the instructions for reporting this unauthorized transaction here. You'll also want to make sure the password and security questions are changed on the account. And if you would like to give our customer service a call, you can find that number by clicking the Help & Contact link towards the bottom of most of our pages.    If you should need anything else, please let us know!   - Andy ... View more

Hi zacky -    Welcome to the PayPal Community! I can certainly understand where it would be frustrating to receive notification of an unauthorized payment. 😞     You would probably want to check out our Seller Protection Policy, to see if you qualify to be covered under that. If you are, and we find the case in the sender's favor (meaning we confirm there is unauthorized activity), PayPal would credit you for the loss instead of you having to absorb it.   Hope this works out for you!   - Andy ... View more

Hi anderschull -    Thanks for reaching out to us here in the Community! I can appreciate your suggestion with this, however please understand that no one at PayPal even has the ability to see what your password is, and this is never information that we would provide via your email. I can understand wanting some type of confirmation that the email you're receiving is legit, and that is good feedback. But using your password for that isn't going to be a good option.    - Andy ... View more

Hi Ayush10 -   Thanks for reaching out to us, and welcome to the PayPal Community! If you're referring to a PayPal Credit transaction that you've made, you would only receive a paper statement if you've requested that be sent every month. Otherwise, you would be notified via email when your payment is due.  Otherwise, PayPal would not send paper statements for pretty much anything else.   Hope that helps!   - Andy ... View more

Hi nickbro24 -   Welcome to the Community! This is a great question, and I appreciate you reaching out to us for an answer. Based on what you've described, it sounds like our internal security models are blocking your payment for some reason. There could potentially be multiple reasons for this, so I would suggest having a look at this thread I created a while back. This will hopefully give you a better idea of what may be happening, as well as some options to get your payment to work.   Hope that helps!   - Andy ... View more

Hi SirNooXftw -   Welcome to the PayPal Community Forum! I'm sorry that you've been having trouble making a payment. There could be multiple reasons for this situation to happen, so we'd be unable to really speak to what may be causing this. I would suggest having a look at this post I made a while back. That may give you some ideas on why this could be happening, and some potential workarounds to get your payment made.   Hope that helps!   - Andy ... View more

Hi JamesBaylizz -   Thanks for reaching out to us here in the Community! This situation may have already been sorted out by now, but it generally takes 3-5 business days for bank transfers to fully complete. So if you're seeing the money has left your bank, I would suspect it should show up in your PayPal account very soon, within a day or two.   I hope that helps clear things up a bit!   - Andy ... View more

Hi magurouni -    Great question, and welcome to the PayPal Forum! Generally payments you receive go directly into your PayPal balance, and from there it's up to you to withdraw them to whatever option you select. So payments you receive wouldn't go to your credit card unless you manually select that as a withdrawal option (and that's something available in your location). If it's not, then payments you receive will just sit in your balance until you get your new bank added to withdraw to.   Hope that helps!   - Andy ... View more

Hi MyDreamIsAStory -   This is a great question, and I'm glad that you've brought your concerns to us here on the Community! Depending on how the merchant has their checkout set up, it is actually possible for a hacker to get into their site (not PayPal's, to be clear), and potentially redirect payments to another PayPal account. If a situation like that occurs, your best bet (and anyone else that's having an issue) would probably be to file a non-receipt case on the payment so we can work on getting you your money back. And with enough reports of this type of activity, we can work on having the potentially fraudulent PayPal account shut down as well.   And, of course, the merchant would want to contact their web developer to get things figured out on their site.    Hope that helps!   - Andy ... View more

Hi Umair244 -   I can certainly understand where this would be concerning, and I appreciate you reaching out to us here here in the Community for answers. However, I'm not sure we're going to be the best resource for this particular problem. It's possible if you had a negative balance for long enough, that we would have turned that over to a collections agency. However, there would not be a fine associated with that, as far as I know.    At this point I would suggest reaching out to our customer service so they can review the situation further, and determine if this is a legitimate PayPal contact, or just some random person reaching out to you to try and get some money from you. If you click the Help & Contact link towards the bottom of most of our pages, you'll be able to get the best customer service number for your area.   Hopefully that helps a bit! If you have any other questions or concerns, please let us know!   - Andy ... View more

Hi Ekim1 -    Welcome to the PayPal Community! Just to clarify, are you looking to add their initials to the actual phone number you've mentioned? Or do you just want to add their initials somewhere in the payment? Because there is a Note field when you send someone money, that you could use for pretty much whatever you'd like. That might be what you're looking for here?   Hope that helps! If not, please get back to us with some additional details.   - Andy ... View more

Hi minhkhanggg -   I can certainly see where this would be a concerning situation, and I'm glad that you've reached out to us here on the Forums for an answer. A preapproved payment is actually where you've set up an agreement with a merchant, that they can go back in and charge your PayPal account under certain circumstances, without you needing to log into your actual PayPal account. Many digital merchants use this process, so you can stay on their site and use their services while making payments through PayPal. You can manage these types of agreements here.   As far as them not receiving the payment, if it's showing as Complete on your end, then the money's been sent to them. Depending on a few factors it may potentially be held on their end, however they would most certainly have at a least received it. If they've any questions about that, I would recommend they reach out to PayPal directly, so we can discuss their account with them.   I hope that helps clear things up a bit.    - Andy ... View more

Hi Shaokai -    Thanks for reaching out to us here in the PayPal Community for assistance! You may have already sorted this out by now, but basically you'd want to reach out to the merchant to verify what's happening with your order. To clarify, PayPal does have an order process many merchants use. When you place the order, it goes into a pending status until the merchant actually completes the order - and usually that's done by them shipping it. So there shouldn't be anything you need to worry about just because it's pending!   I hope that helps!   - Andy   ... View more

Hi Randallkm123 -   Welcome to the Forums! I'm sorry that you're having trouble with getting your item from this merchant. If this is still an issue, you may just want to see if they'll refund you to resolve this. If not and you ultimately don't receive your item at all, I'd suggest filing a non-receipt dispute on the payment. You can find the instructions for that process here. That should hopefully ensure you either get what you paid for, or you get a refund.   Best of luck!   - Andy ... View more

Hi starpay -    Thanks for reaching out to us here on the Community! I'm sorry that you're having trouble making payments using your debit card. I'm not sure what, exactly, you mean by your card being held by the 'merchant', but I would suggest having a look at this post I made a while back, as far as why you may have trouble making payments, as well as some options to pursue in fixing this.   Hope that helps!   - Andy     ... View more

Hi neoeragenesis  -   Welcome to the PayPal Community! Happy to point you in the right direction here.    Now, were these eBay vouchers? If so, then you would want to contact eBay directly to get the voucher information from them.    And kschefft -   To answer your question, and not knowing the specifics of your situation, when a refund is issued we have to return it to however it was funded, if at all possible. So if you used a voucher, we have to refund it back to the voucher. I do apologize for any frustration that may cause, but that is just how our system is designed to work.   Hope that helps you two with a starting point for getting this figured out!    - Andy ... View more

Hi logalask -    Welcome to the Community! I'm happy that you reached out to us here, and that is definitely a concerning situation. You generally would not want to ship an item until you see the payment in your PayPal account balance. Even if we're temporarily holding it for being new to receiving payments, you'd still be able to see it in your balance. Is there a particular reason you shipped the item before receiving confirmation of a payment?   And yes, I would say trying to stop the delivery would be a good place to start. I'm not sure if that's an option at this point (or how much of an option it was when you first contacted us), but that would definitely be the best action to take.   Hope that helps a bit! If there are any other questions we can assist with here, please let us know.   - Andy ... View more

Hi smwhackedhack -   Welcome to the Community Help Forums!  I'm sorry that you're having trouble making your payment. Based on what you've described here, I'd suggest having a look at this post I made a while back, that may explain a bit more why you may be having trouble making your payment, as well as some suggestions on how to work through this.   However, to address one of your concerns, the charge that you're seeing each time you try and make your payment is our system doing what's called a pre-authorization. Basically this is our systems way of checking out the card, and making sure that there aren't any problems there. The good news is that this isn't a 'real' charge, and is usually reversed within a couple of days.    Hope this helps point you in the right direction! If there's anything else we can assist with, don't hesitate to reach back out.   - Andy ... View more

Hi Jergra -    We appreciate you reaching out to us here on the Forums, and I do apologize for the obvious frustration you've experienced with this situation. Based on what you've described here, it sounds like the payment you sent was sitting unclaimed by the seller during this time. When that happens, PayPal would be unable to file a dispute until that payment actually winds up somewhere - basically until the seller claims it.    If they don't claim the payment, it should automatically reverse after 30 days. If they do claim it, we would then be able to file a dispute and work on getting you your money back. So while I can totally understand where why this would be aggravating, either way we can ensure that you either get your money back or you get your item. Considering the eBay account was compromised, it's unlikely that you'll get your item, but weirder things have happened.    I hope this helps explain things a bit better, as far as what's most likely transpired here. If you should have any other questions or concerns, don't hesitate to reach out to us here in the Community!   - Andy ... View more

Hi Kacey7 -   We appreciate you coming here to the Community to let us know that our new debit card withdrawal option worked so well for you! 🙂 Thanks for sharing your experience, and for being a valued PayPal Customer!   - Andy ... View more

Hi tatiana363 -   Thanks for reaching out to us here on the Community! I can certainly understand where this situation would be frustrating, and do apologize for the difficulty you're experiencing with this buyer. Honestly, if you feel that refunding her is the best option for you, I couldn't fault you for that.   Sumiko is right that you're the merchant, and in that capacity it would be in your best interest to just fulfill the order. But if you'd rather just refund her so you don't have to deal with her any longer, that is totally up to you.   Whatever you choose, I wish you the best of luck with it! 🙂   - Andy ... View more

Hi susanmfagan -    Thanks for reaching out to us here in the Community!   I'm sorry that you're having trouble with this merchant. 😞 I really couldn't speak to things from an eBay perspective (but sumiko did a pretty good job there!), however on PayPal's end it is true that we would be unable to force a seller to send a return label at their own cost. In most cases, if you win a PayPal not-as-described case, we would have you send the item back at your own cost. This is as close as we can make it to the transaction never happening; both you and the seller are out shipping, but you get a refund, they get their item back.   That being said, we do currently have a return shipping program that may be able to help with some or all of the return shipping costs! You can read more about that here.   I hope that helps a bit! If there is anything else that we can assist with, don't hesitate to reach back out to the Community!   - Andy ... View more

Hi Purple08151980 -   Thanks for reaching out to us here in the Community!   Just to make sure I understand, you're looking to pay your PayPal Credit bill using your available PayPal account balance, correct?   If so then yes, that wouldn't be a problem at all! You would be able to pay your PayPal Credit bill using a PayPal balance or a linked bank account.   Hope that helps! 🙂   - Andy ... View more

Hi Bjnnguinn -    Thanks for reaching out to us here on the Community!   As Quandary stated, we don't presently have anything like GoFundMe. But we are always looking for new opportunities for our customers, so that may not always be the case. 😄   One thing to clarify, though, is that there's not exactly a 'cap' on how much you can receive. You can certainly use PayPal to receive donations, however there may be a point where we need to ask you for a bit more information on what you're using us to collect payments for. That can depend on many factors, but that is a possibility.   Hope that helps shed some light on this! Please let us know if there's anything else we can help with.   - Andy ... View more

Hi jean8 -   Thanks for reaching out to us here on the PayPal Community Forums!   Just to make sure we're on the same page, are you referring to a physical PayPal Security Key? If so, regrettably we no longer provide or support the physical cards. However we do have a pretty handy guide on our Security Key options here, so hopefully that will give you a couple of options to replace your physical key.   If you should have any other questions or need additional assistance, don't hesitate to let us know!   - Andy ... View more

Hi DiegoRares -    Thanks for reaching out to us here on the Community!   Just to make sure I understand, you're wanting your customers to be able to use PayPal Credit when they make purchases on your site, right?   If so, then there actually isn't anything you should need to do! In most cases accounts are already set up to accept PayPal Credit payments without you needing to take any action. At that point, it's really up to the if the buyer has been approved for PayPal Credit or not. 🙂   Hope that helps clear things up!   - Andy ... View more