PayPal transaction reversed, what do I do with the order now?

[dhcernese]

We've had PayPal express checkout working for four+ months without issue. Last week PayPal reversed a payment and the buyer contacted us to make it right-- but what do I do with the order?

The order went back to "pending" state.. should I just delete it? I don't see a way to re-try the payment or anything like that.

[Absolute]

You can't re-submit payments to PayPal for approval, as you don't have, and shouldn't have the customer's paypal password.

I suggest your customer can either send you PayPal payments manually, and then adjust the existing order accordingly, or you need to delete the order completely and start again.

Absolute

[DrByte]

You can do whatever you like with it: leave it alone, delete it, change its status to something else. Whatever.

No, you can't re-try the payment, at least not from your admin area.

Alternatively you could login to your PayPal account and use the "Request Money" option, and send them a request for payment. Then when they complete the payment, you could manually go into that order in your admin and update its status to Processing or Shipped, and add a comment indicating the new PayPal transaction information you receive from PayPal. That's the only way to "link" the new payment to the old order.

Or have them place a new order.

[RodG]

We've had PayPal express checkout working for four+ months without issue. Last week PayPal reversed a payment and the buyer contacted us to make it right-- but what do I do with the order?

The order went back to "pending" state.. should I just delete it? I don't see a way to re-try the payment or anything like that.

There's no way to 'retry' a payment (that I'm aware of).

The easiest solution would be to have the customer make the payment into your account manually, and then you can go into the admin section and update the 'pending' accordingly.

Alternatively, just cancel/delete the order and have the customer create a new one.

Cheers
Rod

[dhcernese]

Thanks for all the suggestions.. ..the customer claims to have rectified their issue and has submitted another order
So I'll probably just delete the first one and see if the second order's payment doesn't get reversed.