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Posts: 1
Registered: ‎08-05-2019

cancelled preorder, no paypal refund

Hello i hope you can help me with this problem.  I placed a preorder for a set of Amibo for my son on November 1, 2017 and paid for it with my paypal account.  These amibo have yet to be released so yesterday (8/3/2019) i went onto the bestbuy website and cancelled the order.  i got a message saying my order had been canceled and i would be getting a refund.  However i have not seen a refund in my paypal account so i called customer service at Bestbuy.  I spoke to a gentleman and he pulled up my acccount, confirmed the order and said that they refund was attempting to be sent to paypal but they were not accepting it.  He asked me to call paypal and have them see if they could fix it from their end.   I called Paypal and was told that because the refund was over six months old it could not be processed as a refund but if Best buy would send it as a simple credit to my paypal accouont or as a "friend or family payment" that it would work.  So i called back to Bestbuy's customer service and was told by the gentleman on the phone that there was no way to change any information on the refund and the only thing that they would accept was an email from Paypal stating why they were not accepting the credit.  SO he exoected me to call paypal and ask them to email bestbuy with a reason why my credit was not going through,  at this point i was frustrated as i am pretty sure that this is not something that paypal is going to agree to.  I asked to speak to a supervisor and when he got on the phone he read from the same script literally word for word that the first guy did.  I asked point blank "so you are a supervisor and you cannot authorize a credit to an account for a refund?" and he said no he could not.  SO i asked to speak to someone higher than him and he said he was the highest one there and i could speak to corporate but he could not give me the information to do so.  I am more than frustrated,  I find it very hard to believe that first of all there are only the custoer service reps and supervisors in a customer service department,  i have worked in customer call centers and know that there are several levels of management, and that there is always information to the corporate office if someone wants it,   Alll of that being said, i just want my refund, i will take a credit to one of my credit cards, to my paypa account or to my checking account but i cannot believe it cannot be done.  Could you please help me to get some assistance with this?   Thank you very much,  

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Registered: ‎10-19-2017

Re: cancelled preorder, no paypal refund

Hello, sue-ellen,


Welcome to the forums!

I appreciate you taking the time to join and write us regarding your order cancellation. I would be reaching out to someone as well, if my funds were not being credited back to my account. I am happy to look into this for you.


First, I am going to need some more details from you. Please, private message me with your order number, full name, phone number, and e-mail address connected to your account. To send it, click on the blue button next to my signature. I look forward to hearing from you.


Kind regards,

Deysha|Social Media Specialist | Best Buy® Corporate
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