How can I refund a payment and request a new method from my customer?

New Member
8 0 0

I got my first order yesterday, and immediately as I did, my PayPal (which was what the customer paid through) was limited indefinitely. Now I have no reason WHY it was, but I know nobody here can help me with that, I contacted them and it’s under further review. However, I contacted my customer and found out that they were charged, but I couldn’t receive it. So that money is floating around somewhere. Long story short, I need to find out a way to RETURN this money so that they can then make a new order with a different method of payment

Reply 1 (1)

Shopify Staff
2218 152 259

Hi there, @Schaffricks.


Thanks for reaching out to the Shopify Community.


In your post you mentioned that the customer paid via PayPal, your account has been limited and you've contacted PayPal support to investigate the issue.


I would like to advise that PayPal acts as a payment processor, which means it handles the transaction between the customer and you. When a customer makes a payment through PayPal, the funds are transferred from the customer's account to your account through PayPal's payment gateway. PayPal ensures that the payment is secure and that the funds are transferred to the correct account.  You can find more information in our help center resource on getting paid through different payment providers.


I recommend following up with PayPal Support regarding the review to ensure you can retrieve the funds. Unfortunately, we do not have access to your PayPal dashboard to obtain any information and this would be supported by PayPal.

Victoria | Shopify 
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