I received a refund from an etsy shop, but my balance is still on zero.

[Shady_Boi]

So, in January, I bought something from an Etsy shop located in the UK, just before the International British Mail hack happened. Well, you can guess what happened: my order got cancelled, and I received a full refund. I don't use Paypal a lot, but today I needed to buy something online, so I get to the check out and choose Paypal, however, it says my balance is at zero, and it's going to remove the funds from my bank account. I decided to cancel the payment and check my Paypal. My balance is indeed at zero, but the last activity is that refund. I haven't bought anything using Paypal since then.

So how come that refund never appeared in my account? I've tried to open a case, but it says I can't open one for "This type of transaction", whatever that means.

[Harley125 · Accepted solution]

Hi @Shady_Boi

Thanks for joining the Community! 
I realize that this situation is difficult as you are unable to find your refund on your account. In this case, I would request you to check your refund status on your PayPal activity page. If the refund status is completed then, your refund will go to your original payment method itself. Refund to cards usually takes 5 business days. If the card was canceled or you paid with a prepaid card, contact the card issuer to access your refund. The money will still be sent to this card account. If you still don’t find the amount then please contact us via message or phone to help you further regarding the transaction.

I hope this helps! 

- Harley