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A Paypal Dispute...But I Can't Refund!?

by Jesus Perez
3 replies
A buyer has initiated a dispute claiming "unauthorized activity". Frankly, I don't really care what the reason is...I just want to refund the money.

Thing is, in the Resolution center I only get 3 options when I click "Resolve Now":
  • Provide Shipping Information.
    What information can you provide?
    I can provide online tracking information.
    I can upload or fax proof that the item was shipped.
  • I have not shipped the item and I will refund the payment.
  • I have refunded the payment for this transaction.

Obviously it's a digital product I didn't ship. So I want to refund.

But when I choose refund, it says the Buyer cannot accept payments at this time.

What is the best course of action?
#disputebut #paypal #refund
  • Profile picture of the author Steven Wagenheim
    Once they initiate a dispute, everything gets locked up. You have to settle
    the dispute.

    Call PayPal and they'll tell you what to do.

    It happened to me once before too.
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    • Profile picture of the author Jeremy Kelsall
      I think you can just go to the original transaction and refund it can't you? Then just use the option that you have already refunded and give PayPal the details and it is done.

      I think that is how I did it....
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      • Profile picture of the author Steven Wagenheim
        Originally Posted by Jeremy Kelsall View Post

        I think you can just go to the original transaction and refund it can't you? Then just use the option that you have already refunded and give PayPal the details and it is done.

        I think that is how I did it....
        Jeremy, it depends. I had a similar situation with a scammer last year. He
        said he couldn't refund me and actually showed screen prints of his PayPal
        account. The option to refund wasn't available.

        I had put in a dispute, and escalated it to a claim, which is probably what
        has happened, That's what locks things up. You have to remove the claim
        or settle it in order for funds to be transfered.
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  • Profile picture of the author Jesus Perez
    Thanks guys. I tried going to the original transaction but it showed "held" as the status. Everything was untouchable just like Steven said above. I wish they would have just emailed...I have no problems issuing refunds. I just don't want the Paypal drama.

    In the meantime, I shot an email to Paypal to see how they respond. You just have to love Paypal's workflow.
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  • Profile picture of the author freedom25
    The same thing happened to me once and it was so frustrating, because I just wanted to be rid of that person. I tried emailing Paypal, but didn't get anywhere. It wasn't until I actually called them, that I got it sorted out.

    Not exactly what you need over Christmas though is it?
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