PayPal is a secure and widely used global payment provider that allows buyers and sellers to complete transactions safely on the Whiskybase Marketplace.
Sellers inside and outside the European Union can use PayPal to receive payments.
Sellers outside the EU: PayPal is the required payment method.
Sellers within the EU: PayPal is optional and can be used alongside Stripe.
This article explains how to set up PayPal, how payments and refunds work, and what to do if a payment is delayed or a dispute occurs.
TABLE OF CONTENTS
- 1. Setting up PayPal
- 2. How PayPal payments work
- 3. How refunds work
- 4. For sellers: How to issue a refund
- 5. For buyers: How to request a refund
- 6. Payment delays and how to avoid them
- 7. Frequently asked questions
- 8. When to contact PayPal or Whiskybase
1. Setting up PayPal
To receive payments through PayPal, you must connect a verified PayPal account to your Whiskybase Marketplace profile.
Follow these steps:
1. Verify your PayPal account.
Learn more about PayPal's Customer Identification Program (CIP).
Verification is a required security step before your account can connect successfully.
2. Match your account details.
Your first name, last name and email address must exactly match your PayPal account details, including capitalization.
Any mismatch between your PayPal and Whiskybase information can prevent a successful connection.
2. How PayPal payments work
When a buyer purchases a bottle through the Whiskybase Marketplace, PayPal processes the payment.
To protect buyers and sellers, Whiskybase uses PayPal's Delayed Disbursement functionality. This temporarily holds the payment before it becomes available to the seller.
How the payment process works:
The buyer pays for the order through PayPal.
PayPal processes the payment and temporarily holds the funds.
When the buyer confirms that the order has arrived and is in good condition, Whiskybase automatically notifies PayPal to release the payment.
PayPal processes the release of the funds to the seller, provided no additional holds or restrictions apply.
The applicable Marketplace fee and PayPal transaction fee are deducted automatically.
How long can PayPal hold a payment?
Under the standard Delayed Disbursement process, PayPal can hold payments for up to 28 days before automatically releasing the funds.
However, PayPal may hold the money longer if there is an open dispute, an account review or another payment-related restriction.
Important: Whiskybase can send PayPal the signal to release a payment, but PayPal controls the actual availability of funds and any additional payment holds. Delayed Disbursement is not an escrow service.
3. How refunds work
Sometimes an order needs to be cancelled, an item cannot be delivered, or the buyer and seller agree that a refund is the best solution.
PayPal allows sellers to issue full or partial refunds for eligible transactions.
A refund may be appropriate when:
An order is cancelled.
The seller cannot deliver the item.
The buyer and seller agree on a return.
The seller agrees to resolve a complaint by refunding the buyer.
How long can a payment be refunded?
PayPal generally allows sellers to refund a payment within 180 days of the original transaction.
This is separate from the 28-day payment holding period.
Where does the refunded money go?
Refunds are returned to the buyer's original payment method, such as their PayPal balance, bank account or credit card.
The time it takes for the money to appear depends on the payment method and the processing times of PayPal and the buyer's bank or card provider.
For more information, see PayPal's guide to receiving a refund.
4. For sellers: How to issue a refund
As a seller, you can issue a refund directly through PayPal. The steps depend on whether the buyer has opened a PayPal dispute.
A. Refunding a payment without an open dispute
If you and the buyer have agreed on a refund and there is no open PayPal dispute:
Log in to your PayPal account.
Go to Activity.
Find and open the original payment.
Select Refund.
Enter the full or partial refund amount.
Review the details and confirm the refund.
Once submitted, a refund cannot be cancelled.
For additional instructions, see PayPal's guide to issuing a refund.
B. Refunding a payment when a dispute is open
If the buyer has opened a dispute through PayPal, the refund should be handled through the dispute process.
Log in to your PayPal account.
Open the PayPal Resolution Centre.
Select the relevant dispute.
Click Respond.
Choose the option to issue a refund.
Review and confirm the refund.
A full refund issued through the dispute process automatically closes the dispute. If you offer a partial refund, the buyer may need to accept your offer first.
For more information, see PayPal's instructions for issuing a refund during a dispute.
C. What if you don't have enough PayPal balance?
Important: You may need to add money to your PayPal account before you can issue a refund, even when PayPal is still holding the buyer's original payment.This happens because money held by PayPal is not necessarily available in your account balance.
For example:
A buyer pays €100 for an order, but PayPal is still holding that payment. If you need to refund the buyer, PayPal may require you to have €100 available in your own PayPal balance before processing the refund.
Although the original payment is being held, you may not be able to use those funds directly for the refund.
If PayPal reports insufficient funds:
Log in to PayPal and open your Wallet.
Check your available balance.
Select the option to add money.
Top up your balance using an available payment method, such as a bank transfer.
Once the funds are available, return to the original transaction or dispute and try issuing the refund again.
Available top-up methods vary by country and PayPal account.
What happens to the original held payment?
PayPal manages the financial settlement of held payments and refunds. If you have added your own funds to issue a refund, contact PayPal Support to clarify how the original held payment will be handled.
Do not send a separate payment to the buyer outside the original PayPal transaction, as this could result in duplicate payments or complicate the refund process.
5. For buyers: How to request a refund
If something goes wrong with your Marketplace order, we recommend contacting the seller first.
Step 1: Contact the seller
Explain the issue clearly and give the seller an opportunity to resolve it.
For example:
Your order has not arrived.
The seller cannot complete the order.
You received an item that significantly differs from its description.
You and the seller agreed to cancel the transaction.
The seller may offer a replacement, another solution or a refund.
Step 2: Open a PayPal dispute if necessary
If you cannot resolve the issue directly with the seller, you may be able to open a dispute through PayPal.
To open a dispute:
Log in to your PayPal account.
Go to Activity.
Select the relevant transaction.
Click Report a Problem.
Select the reason for your dispute.
Follow PayPal's instructions.
You can also visit the PayPal Resolution Centre directly.
PayPal generally allows buyers to open a dispute within 180 days of the payment date, subject to the applicable Buyer Protection rules.
Step 3: Follow the dispute process
Once a dispute is opened:
PayPal notifies the seller.
The disputed amount may be placed on hold.
Buyer and seller can communicate through the Resolution Centre.
The seller can offer a refund or provide supporting evidence.
If the issue cannot be resolved, the dispute may be escalated to a PayPal claim. PayPal will then review the information and determine the outcome.
Important: Opening a dispute does not automatically mean the buyer will receive a refund. Always follow the instructions and deadlines shown in your PayPal Resolution Centre.
6. Payment delays and how to avoid them
Sometimes PayPal may delay releasing a payment, even after the buyer has accepted the order.
This can happen for several reasons, including:
Delayed Disbursement: The payment is still within the standard holding period.
An open dispute: PayPal may hold the disputed amount until the issue is resolved.
Account or payment reviews: PayPal may temporarily restrict access to funds for security or verification purposes.
Manually added tracking information: PayPal may need to verify delivery separately.
For more information about payment holds, see PayPal's documentation on funds availability.
Avoid delays caused by tracking information
One common reason for additional delays is when sellers manually enter shipping or tracking information into PayPal.
When this happens, PayPal may hold the funds until it independently verifies delivery. This process can take one to several weeks.
To avoid unnecessary delays:
Do not add shipping or tracking information manually in PayPal.
Use the Whiskybase Marketplace for shipping and order updates.
Whiskybase automatically provides PayPal with the necessary delivery data when needed.
If you have already entered tracking information in PayPal and your payment is delayed, these resources may help:
If your payment remains unavailable, contact PayPal to check whether an additional hold or restriction is active.
7. Frequently asked questions
Can I refund a buyer while PayPal is still holding the payment?
Yes, PayPal supports refunds for captured payments. However, you may need sufficient available funds in your PayPal balance to complete the refund, even while the original payment is on hold.
Does opening a PayPal dispute automatically refund the buyer?
No. Opening a dispute starts a process to resolve the issue. The seller can respond, offer a refund or provide evidence. If the dispute is escalated to a claim, PayPal may determine the outcome.
Can I refund a buyer after the 28-day holding period?
Yes. The holding period is separate from PayPal's refund window. Refunds are generally possible within 180 days of the original payment.
How long does it take to receive a refund?
This depends on the original payment method. Refunds to a PayPal balance may appear quickly, while refunds to bank accounts or cards can take several business days or longer.
Are transaction fees refunded?
PayPal generally does not return the original payment processing fees when a seller issues a refund. Whiskybase Marketplace fees are subject to the applicable Marketplace terms and refund conditions.
Can Whiskybase release held funds or resolve PayPal disputes?
Whiskybase automatically notifies PayPal when a buyer accepts an order, but PayPal manages additional payment holds, refund processing and formal disputes. Whiskybase cannot override PayPal's decisions.
8. When to contact PayPal or Whiskybase
Depending on the issue, you may need assistance from PayPal or the Whiskybase Support Team.
Contact PayPal when:
Your payment is subject to an additional hold or account restriction.
You cannot issue a refund because of insufficient available funds.
You need assistance with a dispute or claim.
You want to understand how held funds will be settled after a refund.
A refund has been processed but has not yet appeared in the buyer's original payment method.
For these issues, visit PayPal Support or the PayPal Resolution Centre.
Contact Whiskybase when:
You have questions about your Marketplace order.
Your PayPal account is verified and correctly connected, but your payment has not been released after the buyer accepted the order.
You experience problems with the Marketplace order or acceptance process.
You can contact the Whiskybase Support Team here.
Please include your Marketplace order number, a description of the issue and the relevant PayPal account details used for the transaction. Never share your PayPal password.
Please note: Whiskybase can assist with Marketplace-related questions, but PayPal is responsible for managing its own payment holds, refunds, financial settlement and formal disputes.
PayPal's policies, processing times, available payment methods and refund conditions may vary by country, account type and transaction.
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