Payment Holds and Refund

Kim contacted you December 19th. She sold an item last December 12th and the tracking number is uploaded December 17th. It shows in Royal Mail that the item was delivered December 15th. When do you think the money will be released?

• The payment will be released 24 hours after uploading the tracking number.

• The payment needs to be manually released by a Senior Agent.

• The buyer needs to confirm receipt of an item first since the system did not manually release the payment.

What are the release criteria for PayPal Holds? Select ALL of the correct answers.

• Proof of Delivery - Valid tracking number

• Buyer Confirmation

• 21 days maximum

• Order status confirmed as Completed/Processed + 7 days after verification

Grant contacted you December 6th. He receives a payment on 1st of December and ships the item the following day. Although the item is delivered on 5th of December, the tracking details are first added on 6th of December. When will the money be released?

• The money will be released 24 hours after the item’s delivery date.

• The money is already eligible for a manual release.

• The money will be released 24 hours after the tracking number is uploaded.

Kelsey is asking why her money is still on hold when the item is already delivered 2 days ago. You see that there is no tracking number uploaded on the transaction. What will be the first thing Kelsey needs to do?

• Get in touch with the buyer so they can confirm the receipt and have the money released immediately.

• Wait for 21 days since there is no tracking number uploaded.

• Upload a valid tracking number so the money will be released 24 hours after uploading it.

Bella is expecting a refund from Netflix. She used her PayPal Credit to pay for it originally. She wants to know when the money will show up on the account. What are you going to advise her?

• Advise that the money will be posted on her PayPal balance and will be credited to her PayPal credit within 3-5 working days.

• Advise her that the money will be credited to her PayPal Credit account within 3-5 business days.

• Advise her that the refund will be credited to her PayPal Credit account instantly.

I don’t have a tracking number since the buyer picked up the furniture here at my house. I don’t want to wait 21 days. What will you advise to your customer?

• Advise to get in touch with the buyer to confirm receipt of an item.

• Advise to get a tracking number and upload it so the money will be released.

• Advise to wait for 21 days as there is no other option to immediately release the money.

I received an email from PayPal with this email address: [e-mail] saying that I receive a payment. I’m looking at my PayPal account and the money is not here. What contact type is it?

• Unclaimed Payment

• Spoof/Phishing

• Payment Holds

The payment from my buyer is says “Uncleared,” Should I ship the item?

• Yes, so the money will be posted to your account after the item is delivered.

• No, please wait for the payment to be tagged as completed before shipping the item for security reasons.

• Yes, the money will surely clear once PayPal is able to get the funds from the buyer's account.

• No, you need to wait for 21 days to ship the item and have the money at the same time.

I receive an email that my refund is already completed. I checked my PayPal balance, no money is back yet. I process my payment using PayPal Credit. Where is my money?

• Advise the customer the money will be back to the same funding source they used when they made the payment.

• Adviser the customer the money will be back on their PayPal Balance instantly.

• Advise the customer the money will be posted on their credit card statement after 2-5 business days or up to 30 days or 1 billing cycle.

I'm a seller and I process a refund and the status is still "pending." Why was it charges on my bank not on PayPal balance. Select the answer that is not applicable.

• The seller doesn't have a card to process refund instantly

• The refund was process as an echeck.

• The seller doesn't have enough balance to cover the full amount.

• We can only process refund using PayPal balance and bank account.