That is definitely a scam. PayPal will never ask you to send money via another payment processor. You can also check if there is a pending transaction on your account itself. It should appear on your activity even if it's pending. Just be careful and check if it's not a request.
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Have you talked to their limitations department already? If not, I would suggest you do. They are the ones who can confirm what actually is the status of the case as the are the ones who takes care of unauthorized transactions. Provide them the case number that you have. If by any chance you were not routed to their department, ask to be transferred to them.
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The refund should automatically be credited back to your card since that is what you used for the transaction. Only if you fund a transaction with bank or balance, would the refund go to your PayPal balance.
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Payments that were processed as direct debit from your bank or your PayPal balance, if refunded, will go your balance as well. Possibility is that you used your card to fund the purchase and the refund went straight to your bank instead of your PayPal account that's why it's showing a negative balance.
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It actually depends on the funding sources available in your account. Usually echeque happens if you only have a bank account (no credit or debit card) on your account. If you do have a card on your account, possible that it is getting blocked by PayPal's system.
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If you made a transaction using a card, the refund would automatically go to the same card disregard the email that says it's going to the account. There might just be some delays as to when the refund would appear in you bank depending on how fast would they be able to process it. Customer service representatives should be able to find the guest account for you, just provide the item number or your card number to them.
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If the transaction is showing on your end as completed, then the issue is with the sender's account. Since it is their first time selling something, that could actually be the reason why it is pending. In any case, if the payment says completed on your end, it only means that the seller should give you the item you purchased.
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For that concern, it would be best to directly get in touch with their customer services. Most likely they would try to reevaluate your account.
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Is the transaction that was made connected to a subscription? If it is, then you will really lose the unauthorized transaction claim because subscriptions are considered pre-approved payments. If it is, I suggest call PayPal customer service so they can create a different claim for you.
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