Order did not go through but my money did

[OOOH4FSAKE]

Hi, I made an order on a site but for some reason it said the order did not go through but my bank account was charged. In my paypal account it says order pending. Do I have to wait till the expiry date for my money to be put back into my bank account?

[PayPal_david]

Hi there,

Welcome to the Community!

If you have been charged for this transaction but the order is still showing a status of Pending, the order will need to be accepted by the merchant before the funds will be credited to them.

Some merchants have this process in place so that they won't accept an order until they know they can fulfil the order in order to see if they have the item in stock. You should try contacting the merchant directly in order to tell them that the order needs to be accepted and they will be able to look into this further for you.

Please let me know how it goes.

David.

[OOOH4FSAKE]

Hi, thankyou for the reply. The order failed when I tried to pay so the site I was ording from has no history of my order. I phoned paypal up yesterday and explained this and she said she would cancel it for me and my money should be in my account within 3 days. I checked my paypal today and it still says pending, does it take a few days for the status to change?

Thankyou

[PayPal_Maria]

Hi OOOH4FSAKE,

Welcome back to the UK Community Forum and thanks for updating us!

Based on the information you’ve provided in your post, it sounds like there are two things happening with this transaction. Firstly, your merchant encountered issues with capturing your order and it’s still showing as “Pending” on your PayPal account. When this happens, the only person who can cancel the pending order is the Merchant. When you contact our Customer Services team, they usually reach out to the Merchant to request that they cancel it on your behalf, but sometimes this can take a few days. If the order isn’t manually voided, it will automatically be voided after 30 days.

The second thing is it sounds like you bank have put the funds for the payment in a holding account waiting for the Merchant to claim it through PayPal. If the order is voided on PayPal, your bank will need to put the funds back into your available balance.

I’ve escalated this to our Customer Services team for you and when you check your PayPal account you’ll receive an update.

I hope this helps,

Maria