Chinese company can't send me a payment

[Pamela227]

Against my better judgment I ordered dresses dresses from an online store which turned out to be from China. They were nothing like as advetised on the website so I returned them. The company told me if I use the cheapest way possible through the Post Office they would refund me in the shipping. They refunded me the purchase however I paid for the postage with my credit card because I had to physically go to the Post Office. They were trying to send me the money I paid for postage as a payment and they're claiming that they can't send the money And send to screenshot Saying the country you're trying to send the payment to can't receive the payment. They sent me a screenshot, not sure if i believe it's real. How do I get my money back from them? If it was only $20 I wouldn't care but $77 I'd like my money back thank you for your help.

[PayPal_Meghan]

Hello @Pamela227, 

Welcome to the PayPal Community! 

I'm sorry to hear you're having trouble receiving a refund for your return shipping. It looks like you're from the United States, so you shouldn't have any issues receiving payments. If they're not refunding the amount through your original purchase, they'd only need your email address or phone number to send you the payment. Regrettably, we are unable to file a dispute on shipping costs. If you didn't receive the full refund for the original purchase, you would have the option to file a billing dispute. 

I hope this helps! 

- Meghan

[Pamela227]

Thank you for your reply, @PayPal_Meghan. I've confirmed with PayPal multiple times now that my account can accept the payment and this company sends me this "After verification with PP manager, we were informed that you account is set to accept only the payment from the US accounts, so we cannot make the payment, even when you send to us a payment request. It is recommended that you contact the local PayPal customer service team to inquire how to set up an account that can receive payments from accounts other than US." I'm tired of going back and forth with these people. You are telling me my account is fine and I should have no problem receiving the payment from them and then they come back saying there's an issue. Are they just making up excuses trying to avoid not sending the money? Also if my account could not receive money from outside the US, please explain to me how I was able to get a refund from them in the first place for the original purchase. Thank you again for your help!

[PayPal_Olivia]

Hi @Pamela227,

Thank you for your reply! 

I'm sorry for any confusion. Because this is a public forum, account-specific information is not able to be given. @PayPal_Meghan spoke in general terms about the capabilities of a US account, and that was not an indication that your specific account itself is set up correctly. If you've been told by PayPal customer service that there's an issue with your receiving preferences, then that is not something that we would be able to confirm for you, but I would be happy to speak on the matter of receiving preferences.

If your account was ever a Business or Premier account, it is possible that you adjusted the payment receiving preferences in the past. A Personal account does not have that capability, however. If that is the case, check in again with PayPal Customer Service and ask them if they can help you with adjusting those preferences. It's possible they will need to temporarily upgrade your account to allow the change and then downgrade it again for you after the change takes place. (Make sure that you do not upgrade the account yourself without coordinating with a representative, as downgrades are typically only allowed once in the lifetime of an account, and a representative may have to make sure it can be overridden if that becomes necessary in the course of troubleshooting.)

Regarding your question about why you were able to receive a refund - refunds are not the same as sent payments and are unaffected by any setting or restriction on receiving payments. This is because they are tied to the original payment you sent, and are not separate transactions. Refunds go directly back to the payment method used for the original payment.

Again, I am very sorry for the difficulty you've encountered, and I sincerely hope that Customer Service is able to locate the issue and resolve it for you without needing to close the account and start over.

Olivia