[donald_punk]

Hi,

Today I received an email from a customer who complained that the refund for an order paid via PayPal has not been received yet.

I checked the order and saw that the vendor issued a refund (I assume they simply clicked the “Refund xx manually” button).

Now I’m wondering how the refund process works exactly, and how the admin fee is handled and refunded as well.

Could you please help me with this? I checked your documentation but couldn’t find any information about this case with Paypal Real-Time Split.

(In the screenshot you can see, that the vendor was filling out the refund. But how does the customer get back his money correctly?)

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   Screenshot-2025-12-22-212308.png
   

[Sangita Support Squad]

Hello there,

Thank you for getting in touch and for sharing the details of your findings with us.

Please note that refunds are handled manually. Once a customer requests a refund, the admin will need to manually refund their portion of the commission from their end, and the vendor will need to manually refund their respective portion from their end.

If you have any further questions or need clarification, please feel free to let us know. We’ll be happy to assist.

[donald_punk]

This reply has been marked as private.

[Sangita Support Squad]

Hi there,

Thank you for your message – we completely understand how this situation can be confusing.

Please note that the entire refund flow is managed by PayPal, and unfortunately, MultiVendorX does not have control over it. However, we did some research and based on that, when the admin fee is automatically transferred from your PayPal Business account to your bank, PayPal no longer associates it with the original order. This is why the refund option and customer details are not visible for that amount, and in such cases, the admin fee refund needs to be handled manually.

For more specific and account-level guidance, we kindly recommend reaching out to the PayPal support team, as they will be best equipped to assist you further.

In the meantime, if there’s anything else you need help with from our end, please feel free to let us know. We’ll be more than happy to assist you.

[donald_punk]

Thank you for the answer!

If you like, you can close the topic ^^

[Sangita Support Squad]

We’re happy to help. We’ll be closing this thread for now – please feel free to create a new support thread if you need further assistance in the future.

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