iDEAL payments being refunded back to customers

[idluser]

Hello,

We are having issues with paypal and iDEAL. Paypal says all integration is complete. Our ecommerce engine is prestashop.

When customers checkout with iDEAL,payments are being refunded back to customers.

Opened a ticket with paypal tech and they say no access to them.

Customer service team says call iDEAL.

How can we ask customers to reach to iDEAL? Are merchant's supposed to resolve issues?

Please advise.

Regards,