Paypal express payment sent to incorrect email

[daytonaliving]

Hi guys, 

We received our first order on our shopify website. We had no signed in to shopify for a good few weeks as we were waiting for stock to come in which has now arrived in the UK. We were delighted to see an order come through on the website, but for some reason the payment went through to  daytonaliving@hotmail.co.uk instead of daytonaliving@hotmail.com. Our website is www.daytonaliving.co.uk, is this why shopify automatically assumed paypal express that we had a hotmail address with .co.uk? however when we look in to settings there is no sign of a .co.uk email address?

We have spoken to paypal and they are saying to contact the buyer to let him know what has happened so the money can go back to the buyer, and we should send an invoice out from our paypal account so the money goes to the correct address, alternatively paypal have said you can try and create the .co.uk hotmail address to receive the payment, we have checked and their is no active .co.uk hotmail account. How would creating a .co.uk hotmail account receive the payment? 

Thanks in advance to any responses. 

Adil

[Kimi]

Hi, @daytonaliving.

Stores are assigned a PayPal Express account based on the email address they first use when signing up for Shopify. Once a store makes their very first sale, they'll be instructed to complete their PayPal account setup. If you navigate to your Shopify admin, then head over to Settings > Payment Providers, you can check which email address is currently connected to PayPal.

If the funds have been sent by PayPal to an email address that you don't wish to use, the only way for you to be able to retrieve the funds is to complete the account setup. The account setup requires a confirmation that is sent through to the email address, so as PayPal have mentioned to you, perhaps the best way forward here is for you to create the .co.uk email address. That way you'll be able to complete the account setup and retrieve the funds that was sent through to the .co.uk email address.

Once the setup is fully complete, you will have access to the funds when PayPal releases them. From there, you will also be able to freely change the PayPal account on your Shopify admin under Payment Providers. You can do this by deactivating the existing account, and connecting the PayPal account of your choice. When the new account is successfully connected, all future sales will be credited to the new account.

Once you've managed to sort out your PayPal account, it's great to also start to think about how you can keep the momentum of your store's sales going. A good way to do this is through marketing your store. Feel free to take a look at our Shopify blog here for some great marketing ideas that you can implement!

[daytonaliving]

Hi Kimi, 

Thanks for the reply back, really appreciate that. 

I do no recall ever using a hotmail.co.uk account for paypal express and also when the time came for the first order I did create the account on shopify but for a .com account. Not sure what is going on and unsure as to why it went to a .co.uk email address. I have tried to create a hotmail.co.uk account but hotmail and outlook only allow .com. There is a way around this; however, we have to create a .com then in alias in account settings I can create a .co.uk account... so pretty stuck here. 

I will just have to tell the customer the embarrassing news that the payment has gone elsewhere and we will have to wait for your funds to get back to their account. 

I will keep you posted @Kimi to let you know if I have solved it in a different manner so other users can get help. 

Kindest regards, 

Daytona Living

[Kimi]

@daytonaliving

Ah I see, thanks for the clarification.

If you run into any issues with your workaround, your next best course of action here is to contact PayPal again to further discuss any other options you can take. As the PayPal integration on Shopify is run by PayPal themselves, they're best equipped to assist in this matter.

Keep us posted on how you get on!