How to release a transaction on hold

[MuhammadFayed]

Hello,

I created an order on sunsky-online.com  and paid directly with my Visa by using a PayPal gateway without having an account on PayPal

I got an email from PayPal saying the transaction is on hold and the link sent to track the transaction is not working.
THIS LINK

Transaction Id : 6GH406307S4703245

So my question is, how to release this transaction ? or even refund it. While I cannot see it by any means.

Thanks

[PayPal_JonK]

Hello @MuhammadFayed, 

Welcome! Thanks for visiting PayPal's Community Forum. I understand how a recent payment on hold can be a bit concerning. If you have sent the payment as a guest, there may be a link in the confirmation email you received through PayPal to create an account. That account would normally then have the transaction in it's recent activity. If the transaction is present in the new account you've created, you may see the option to Confirm Receipt of your purchase. However, I would not recommend confirming receipt of your purchase if you have not actually received any good or service from the merchant. 

There are also other kinds of holds a payment may be placed on that may not be eligible for early release or may not be eligible to have the receipt of the order confirmed. In those cases, It's best to have the seller reach out to our Customer Support teams for assistance. 

Best wishes!

 - Jon K

[MuhammadFayed]

Thank you very much Jon for replying with detailed answer. I'm still stuck on this transaction and I tried many times with the message center to refund it but they just won't do it. I did receieve an email regarding the transaction But the link for the transaction did not work with me. Obviously, it would only work for the account created for this transaction which I have no access or control of. This link : https://www.paypal.com/myaccount/transaction/details/6GH406307S4703245?v=1&utm_source=unp&utm_medium...

[PayPal_Bindu]

Hey @MuhammadFayed 

Thanks for responding back! Apologies for the inconvenience! As you've paid through Guest checkout, the transaction cannot be confirmed for an early release. The seller has to follow the steps listed here to get early access of the payments. Only seller can be able to issue the refund from their account. If you're looking to get a refund, you can contact the merchant and request the refund, merchant can still issue the refund even when the transaction is on hold. 

If there's any issue with the purchase, PayPal purchase protection policy covers the payment and helps you to get refund if certain requirements are met. If there's any issue with the payment, you can contact the Support Team to dispute the payment. 

Hope this information helps,

Bindu

[MuhammadFayed]

Hello Bindu Thank you for your reply The seller is saying they can not refund as they didnot get the payment. But I will send them your response and will let you know their answer.. Thanks A lot

[MuhammadFayed]

Hello Bindu The seller responded with the following "the payment is still reviewed by PayPal" They cannot do anything from their side

[PayPal_Bindu]

Hello @MuhammadFayed 

Thanks for responding back! You can ask the seller to contact the PayPal Support Team to issue the refund. Contact options can be found by clicking the 'Contact us' option at the bottom of any PayPal page. If the seller is refusing to process the refund, you can dispute the transaction by reaching the Support team.

Good luck,

Bindu

[MuhammadFayed]

Thanks a lot Bindu for your support.

The Seller has lost interest to reply to my messages, I believe because they are thinking it's not worth the trouble.. last thing they said, "they cannot do anything until PayPal releases the transaction".

I did try the "Message Center" for this issue and reached no where.

And I cannot use the "Resolution Center" as it require a past transaction to go through with it. And this transaction is not showing on my account because it's created with an anonymous account as you mentioned.