Scenario A: If the customer did NOT file a PayPal dispute/claim:

You MUST refund your customer's purchase from within your Zaxaa account (and NOT within your PayPal account).

Login to your Zaxaa account here:

https://www.zaxaa.com/report/sales

>> find the transaction >> Refund

Please see this video: How to CORRECTLY refund transactions

Once you've done this, commissions/fees that you've paid out will be returned back to you.

Scenario B: If the customer FILED a PayPal dispute/claim:

Step 1:

Login to your PayPal account and close the dispute by refunding the transaction. Yes, you must close and refund even though you don't want to. That's the only way we can ensure that all commissions/fees that you've paid out are returned back to you. We have no control over this as this limit is set by PayPal. Skip this step and you'll lose your money.

Step 2:

Login to your Zaxaa account here:

https://www.zaxaa.com/report/sales

>> find the transaction >> Refund

Once you've done the above steps, commissions/fees that you've paid out will be returned back to you.

Note: If you're NOT using PayPal ADAPTIVE to take payments, you can simply click the "Refund" link on the transaction you want to refund on the Sales Report page.

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