Forum Discussion

dkf's avatar
dkf
New Contributor
5 years ago

Refunds not Issuing

When I cancel a registration and enter a dollar amount in the refund box the registrant is not refunded. The registration payments are going through so I know I am connected with PayPal, but refunds are not working. How can I resolve this?

  • AshC's avatar
    AshC
    5 years ago

    If you continue to see this behavior, I would strongly recommend re-linking the two accounts again.  If you want to file a case with Customer Support they may be able to escalate the issue further, but re-linking is the first troubleshooting step. 

  • AshC's avatar
    AshC
    Retired GoTo Contributor
    5 years ago

    HI dkf , 

    I'm sorry about the recent PayPal refund troubles.  Are you seeing any error messages that we may reference?  Are you still receiving new payments from new registrants?  

    Are you able to refund these registrants through the PayPal account itself? 

    • dkf's avatar
      dkf
      New Contributor
      5 years ago

      We don't get any error messages at all. I enter the refund amount and then nothing happens. New payments com in and we can refund through paypal. Since the payments received are working I hesitate to unlink and relink. I'd rather have a problem with refunds than the other way around.

       

      • AshC's avatar
        AshC
        Retired GoTo Contributor
        5 years ago

        If you continue to see this behavior, I would strongly recommend re-linking the two accounts again.  If you want to file a case with Customer Support they may be able to escalate the issue further, but re-linking is the first troubleshooting step.