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Paypal escalation how do I refund?

by marcus passey
12 replies
Hey guys hows it going?

For the life of me I cant find how to do this im sure someone can help...

Usually I only get people ask for a refund so thats easy in paypal I just respond and have the option to refund..

Now I have three disputes that have been escalated they didnt even ask for a refund just straight into escalation...

Anyway my question is when I go into resolve the escalation I get the following options..

How would you like to respond?

I can provide proof that the item was posted.
I have not posted the item and I will refund the payment.
I can provide proof that I have refunded the payment for this transaction.

Now im thinking I should chose the third option here I just wanna refund them and get the disputes closed to keep my account all good.

But theres no option to refund , am I ment to manually look up the transactions and refund that way?

Hope you can help

Marcus
#escalation #paypal #refund
  • Profile picture of the author onegoodman
    Is it a chargeback ? If it is a chargeback or Unauthorized Transaction, you probably can't.

    If u sold a digital item, choose I can provide that the item was shipped other than Shipping ID.

    You then attach any snapshot or document that your send the item.

    If this is a chargeback from the credit card company in case you loose case, you will pay $20 - $25 to the credit card company based on where it reside.

    If it is unauthorized transaction, and you want to issue u a refund, you can say it isn't yet shipped.

    I hope that helped
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  • Profile picture of the author coltter
    Yeah, you must manually find out the related transaction and then refund to the buyer as soon as possible.
    By the way, you may also think about your product and services.
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    • Profile picture of the author Kay King
      I would not muddy this by refunding at this point. Paypal is asking if you have issued the refund before this dispute - and you haven't. Paypal needs to know a refund has not been requested by any of these people.

      IF these people downloaded or received the product I would provide paypal with proof of that download.

      If the dispute claim is untrue (no download/no product/didn't order) - give paypal proof instead of assuming you will lose. Three disputes out of the blue is suspicious and would make me fight back on this.

      kay
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      • Profile picture of the author marcus passey
        Originally Posted by Kay King View Post

        I would not muddy this by refunding at this point. Paypal is asking if you have issued the refund before this dispute - and you haven't. Paypal needs to know a refund has not been requested by any of these people.

        IF these people downloaded or received the product I would provide paypal with proof of that download.

        If the dispute claim is untrue (no download/no product/didn't order) - give paypal proof instead of assuming you will lose. Three disputes out of the blue is suspicious and would make me fight back on this.

        kay
        Thanks for the reply Kay and everyone

        The sales were for my WSO and I have a 60 day back no questions asked guarantee...

        So I have to go ahead and just refund anyway.

        But thats the thing I was told to use the option below

        "I can provide proof that I have refunded the payment for this transaction".

        So im just gonna go ahead and refund, but I cant see the refund option when I go to resolve the case just the three options I wrote in my original post.

        And I also need proof I refunded, see I dont know if I should just send them money or manually look up the transactions and see if there is a refund option there.

        BTW I could not even look up the transactions lol I have the transaction ID but it returned no results when I searched..:rolleyes:

        Im feeling really dumb right now
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  • Profile picture of the author marcus passey
    Ok I found the transactions but still no option to refund, do I just send them the refund?

    Marcus
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    • Profile picture of the author Alan Petersen
      Originally Posted by marcus passey View Post

      Ok I found the transactions but still no option to refund, do I just send them the refund?

      Marcus
      No. It's now out of your hands. Once someone files a dispute on PayPal, it moves on to an "investigation". Once PayPal completes their investigation they'll either refund the money or side with you.

      Don't refund because then if PayPal reverses the payment from your account, you'll get dinged twice.

      It's a bit ironic, instead of just asking for a refund, by going the dispute route they add days even weeks to the time they get their money once they escalate with PayPal.

      I had this happen to me... had he just asked for a refund, I would have done it right away but he instead filed a PayPal dispute which took about two weeks for them to investigate.

      Anyway, that's why you don't have an option to refund right now, PayPal just wants you to sit tight.

      They'll probably ask for your side of the story.
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    • Profile picture of the author Tim_Carter
      Originally Posted by marcus passey View Post

      Ok I found the transactions but still no option to refund, do I just send them the refund?

      Marcus
      Never, ever,ever send money back. That would not be attached to the transaction and you will get dinged twice. Option 3 is what you want.
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  • Profile picture of the author specialized
    Haven't had this exact situation before, but it sounds to me like you have to back out of (cancel) your process of responding to the escalation, refund them (and get your proof ready), then get back onto that original page and then give PayPolice proof of the refund.
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  • Profile picture of the author onSubie
    Originally Posted by marcus passey View Post

    How would you like to respond?

    I can provide proof that the item was posted.
    I have not posted the item and I will refund the payment.
    I can provide proof that I have refunded the payment for this transaction.
    Wouldn't that be the option? It was a digital download so obviously you aren't posting (mailing) it and you have agreed to refund the payment.

    Wouldn't this option, followed by a refund, end the dispute?

    Mahlon
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  • Profile picture of the author paul_1
    Always Fight back paypal disputes... If paypal won't listen, then its time to use other payment services such as authorize.net...
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  • Profile picture of the author erichammer
    I'd suggest that you simply call and talk to PayPal directly. Often the people at customer service can arrange to close the dispute and issue the refund for you. This may be your best bet rather than trying to figure out their options.
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    • Profile picture of the author JDArchitecture
      The best thing you can do at this point is call paypal immediately and tell them you never received refund requests and you'd be happy to give refunds but see no option to do so.

      Work through each dispute with the rep and close the cases.
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