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Original poster

We think PayPal has suspended account due to wanting us to refund a refund

12 replies

SleepFreeZone · 02/10/2017 11:05

So we ordered some plants and when they arrived they were sad and broken. They were meant to be mature shrubs in a variety of colours and types. Instead they were pretty sickly looking and lots of hydrangeas.

Anyhow because we'd paid a premium price DP complained to the company and sent photos. We heard nothing back so DP started a claim through PayPal.

We heard nothing at all from the company so DP just escalated the claim and we received a refund. Obviously this then prompted the company to react to PayPal and PayPal made a comment in the Resolution Centre that I happened to see over the weekend. It said that they had upheld the companies complaint and we should expect the company to contact us and ask for the money back. We still haven't received any emails from the company or PayPal to say any of this and last night DP went to pay for something via PayPal to find it wouldn't work for him, the option to select PayPal to pay was no longer available.

I'm assuming they've suspended his account because they are trying to force him to pay. He thinks he can just shut the account down and open a new one. I'm not at all convinced about that as it's linked to our home address and they will obviously flag that (.I've no idea if I can even use my separate PayPal account at the moment).

Anyone have any experience of this and does he just have to either suck up a refund or accept he has no PayPal account?

OP posts:
Kuriusoranj · 02/10/2017 11:15

I actually think you may have linked two unconnected things. Surely the option to use Paypal would take you into a sign in screen and only then would you find out you didn't have an active account? Was he trying to use Paypal on a site where he'd previously had the option? It would depend on what he was trying to do where, but the first thing I'd check is that you haven't both jumped to a wrong conclusion.

Second thing is that it would be very strange for Paypal to tell you the company would be asking for the money direct and then also at the same time sanction you in some way themselves.

Assuming you've read it right and they've blocked you, practically speaking you can have separate Paypal accounts using the same physical address and separate email addresses. I don't know how that sits with their T&Cs - you may need to check those in case you aren't allowed to do it.

nauticant · 02/10/2017 11:27

Your story doesn't fit in with my experience at all OP. In your shoes I'd phone Paypal (I've always found them helpful over the phone) and ask whether there's a problem. It should be the account holder who phones.

19lottie82 · 02/10/2017 15:26

Another vote for your story doesn't quite add up. I'm not accusing you of making anything up but I think you may have got this wrong at some point.
As advised, get the account holder to phone PayPal (they are quite helpful) and clarify what's going on.

Jayfee · 02/10/2017 15:35

Paypal helpful?? Must have changed a lot since I needed help!

19lottie82 · 02/10/2017 15:46

I've always found PayPal to be very efficient and helpful whenever I've contacted them by phone. I don't think I've ever come off the call without having the issue in hand resolved.

Ebay contact centre staff on the other hand are pretty useless.

Original poster
SleepFreeZone · 02/10/2017 17:36

Thank you. I know he emailed them and he's on his way back so I'll find out if he received a reply.

I think he was trying to buy something off eBay last night and when he went to pay he could only click on PayPal credit or to his credit card directly. The option to pay by PayPal was unclickable.

OP posts:
Original poster
SleepFreeZone · 02/10/2017 18:45

He says that there's been no reply today from PayPal and I got part of what I said wrong. He was initially allowed to click through as though he was allowed to lay with PayPal but then it said there was a problem and he had to contact them. Then the paypal button was no longer clickable.

OP posts:
19lottie82 · 02/10/2017 20:21

Don't email them, PHONE them, as advised.

19lottie82 · 02/10/2017 20:50

But it doesn't sound right, if your PayPal account was blocked you'd be told when you logged in to try and pay, not when you tried to click the link to take you to PayPal.

Try clearing your cashe/ browsing history and delete your cookies, that might help?

Wontbedoingthatanytimesoon · 02/10/2017 20:53

Phone them

Don't ignore

I once owed like 19 in a similar situation pound they sent me to their fake debt collectors who added on charges and threatened legal

I
Paid it

They still hounded me

Long story short just pay in the money for the refund and leave bad feedback to the seller

Sorry !! X

19lottie82 · 02/10/2017 20:54

TBH I'd try the clearing your browser first. Not being able to click on the PayPal button sounds like a computer problem.

RebelRogue · 02/10/2017 21:02

Has he tried to actually log into the account and see if there's any more info there?

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