Grailed Refund help

[dlee98]

Hi! I recently made a purchase on a website called "Grailed." I made the purchase with a guest account, but unfortunately my seller contacted me saying that the item had already been sold. He has been cooperative and is willing to make a refund but the transaction status on his end claims, "Pending" while on my end it states "Completed." And since I made the purchase on a guest account, I am unable to cancel the payment as it is not in my Activity history with my new account. Is there any advice you can give me on this matter? Would the best thing to do be waiting until the transaction cancels itself after 30 days of pending, or goes through and he directly refunds me? Thank you guys for the help!

[PayPal_Martina]

Hi there dlee98,

Thank you for your post and welcome to the community!

In general, if the transaction is showing as 'Completed' on your side but not on the seller's, it may mean that the transaction has been placed on hold. In fact, if the issue was around the payment authorisation not being processed, the transaction would show as 'Pending' or 'Unclaimed' on your side as well. 

If the seller wants to issue you a refund but he's unable to do so due to the amount being held, he can reach out to us directly and we will be able to refund the payment on his behalf. He can contact us on Facebook (www.facebook.com/PayPalUK) or on Twitter (@AskPayPal) or from the 'Help & Contact' section of his PayPal account. 

Please note that if your counterpart does not refund the payment and your transaction is showing as 'Completed' you can still file a claim for Item Not Received within 180 days from the date of the purchase. This option is available even if you paid with a guest checkout. To file a claim in this case, though, you will need to contact our Customer Service. 

I hope this helps!

Martina