Payment failed, but disappeared from bank

tamsun

I put some Christmas money in my bank today, and used it to buy some clothes from a retailer online.

Everything seemed fine, and I chose to pay via PayPal.

When I was returned to the order page, there was a message saying payment had failed, and that I hadn't been charged, and to retry.

As I literally only had enough to pay for the goods once, I opened a new tab and checked my bank. The money was no longer available, and was pending to PayPal.

I checked my emails and there was one from PayPal saying that I had submitted the amount to the retailer.

I am stumped. I have no email from the retailer, and no order number to chase. I cannot try to repay, as the money is not there.

I have emailed the retailer, but obviously they are not there.

I feel sick at having to wait 45 days for this to be sorted.

wealdroam

tamsun wrote: »

I put some Christmas money in my bank today, and used it to buy some clothes from a retailer online.

Everything seemed fine, and I chose to pay via PayPal.

When I was returned to the order page, there was a message saying payment had failed, and that I hadn't been charged, and to retry.

As I literally only had enough to pay for the goods once, I opened a new tab and checked my bank. The money was no longer available, and was pending to PayPal.

I checked my emails and there was one from PayPal saying that I had submitted the amount to the retailer.

I am stumped. I have no email from the retailer, and no order number to chase. I cannot try to repay, as the money is not there.

I have emailed the retailer, but obviously they are not there.

I feel sick at having to wait 45 days for this to be sorted.

Ring Paypal - 0800 358 7911.
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tamsun

Thank you Wealdroam.

I will try the company tomorrow (I really wanted the goods), then phone Paypal.

The company itself is pretty reputable - they have concessions in lots of places, such as HofF, Debenhams etc, but even in the sales are pretty pricey. Their own website really discounts things.

I've no idea what went wrong, guess it may have been the checkout process having a glitch.

I will take your advice, thank you.

DD265

This can happen when there is a timeout during the processing.

The retailer will not be able to release the funds back to your PayPal account and you need to speak to PayPal for that.

andycris3107

This is generally an issue with the retailers website. Technically when you pay with PayPal it sends a payment notification to the retailers server in real time but if the retailer has a technical issue then the notification is either not handled correctly or rejected altogether. In some cases it is actually completed correctly but an incorrect 'failure' page is displayed.

I would ring the retailer to have them confirm your order before contacting paypal.

tamsun

Thanks for all your help.

The reatiler has contacted me, and refunded me, and asked me to try again.

Paypal has also sent a confirmation of the refund... however, the original payment is still pending in my bank, as money unavailable to me, and there is no money coming in pending.

I would like to order again, but (am being stupid I know), am a bit wary until either the refund shows, or the original transaction falls off my bank.

unholyangel

tamsun wrote: »

Thanks for all your help.

The reatiler has contacted me, and refunded me, and asked me to try again.

Paypal has also sent a confirmation of the refund... however, the original payment is still pending in my bank, as money unavailable to me, and there is no money coming in pending.

I would like to order again, but (am being stupid I know), am a bit wary until either the refund shows, or the original transaction falls off my bank.

Have you checked your paypal account?

The way paypal usually works (if you logged in when paying) is that you transfer the funds to your account and then paypal transfers the money to the retailer.

If this is what has happened, the retailer will have refunded to your paypal account but paypal wont refund to your bank.

If its not in your paypal account then perhaps try calling your bank and asking if there are any pending credits to your account - it may have a waiting time attached to it.

lovinituk

As above, the funds will end up in your Paypal account rather than back in your bank account. At the moment they are in the limbo of being transferred from your bank account to Paypal - I'm not sure how long that will be for. I would imagine more like 2 or 3 days rather than 45 days but I could be wrong.

andycris3107

The paypal system will recognise funds in transfer and will allow you to pay again without requesting further funds from your bank account. Full transfer will take between 24 and 72 hours