Returned PayPal payments

from time to time you might have individual paypal and/or venmo payments get returned to your account this video and walkthrough show you what this returned payments look like and what to do about them video walkthrough video transcript this is a transcript from the loom video walkthrough 0 00 hey, this is jeff at roster let's go ahead and talk about what it looks like when payments that you have previously sent out through paypal or venmo have been returned from paypal 0 11 this can happen for a number of reasons typically, it's because the payment address, whether it's the paypal email address or the venmo phone number, that the ambassador entered in was incorrect 0 22 a lot of times there's a typo or maybe, they used a, an email address that doesn't have a paypal account set up with it yet 0 30 so there can be a number of reasons, but what you'll notice when these situations occur is on the, uhm, on the set payments tab of the referral rewards page in the payment statuses column, you might see payments that have this yellow, uhm, badge with little exclamations on them 0 48 and in these case, uh, the first one says failed and the second one says returned these are the statuses that we get back from paypal specifically, and they don't always provide us with information 1 00 in fact, they almost never provide us with information outside of the status itself so, but sometimes you can discern and sometimes you can't 1 09 in this case, uh, i intentionally used a fake phone number i'm sure that's already flagged by venmo right at front as being a fake area code, a 555 5555, which isn't a valid phone number 1 23 so i did that on purpose so i could get a return so that one failed and then in this case right here, this is a obviously fictitious email 1 31 the at example com is a, um, non working domain so paypal got that, saw that the email address bounced immediately, and then they just simply returned it 1 43 so in both of these cases, when paypal returns them, or sends the money back through the api, the money will then get, um, put back in your account if it was ever taken out to begin with, which i actually don't think it was even taken out of your paypal account 1 58 but then the underlying referral, referral rewards themselves, will be set back to a pending state, and if we come to the rewards tab, these actually are both just right here, at the top right here, so you can see these have a status of pending, and there is an exclamation point to draw your attention 2 17 to it these were returned and put back into a pending status so, good luck once they're pending, it's really calling out your attention to, go ahead and check in with the contact, in this case, uhm, looks like it's a bad phone number, but you could send a payment method email from right here, you could 2 38 change, oops, excuse me, that's the wrong one, oh, i guess we don't show it when there's one, you can send an email to them 2 46 let's see, i clicked the wrong thing again here we go, you could send an email and say, like, hey, we got a payment back from paypal or venmo, here's the information we have, does that look right, if not, what is it, or can you log in and update that for us, uhm, that way you can get the right information 3 07 in there, and then that payment is in a pending state, so in order for it to go out in a certain subsequent payment, you would need to mark that reward as approved 3 18 so, uh, once you've had that communication with them, and you've got things squared away, then you can re approve any of the rewards that were set back to pending, and then they can go out into the next payment 3 29 uhm, there is another status here, you'll notice, called unclaimed, this is not in yellow, it has an official name it's officially been returned yet 3 38 there are a couple states, let me come up to this new, or this more filters right here, and we see that there's a couple others there's denied, blocked, uhm, on hold 3 51 a few of these, paypal will actually just hold onto that money for some period of time, and it will show up in this status as grey 4 01 it won't be, it will change from paid, which it was originally, to this grey colour with some value in it 4 07 and that's to let you know that paypal still has the money, and they're either attempting to contact the payee, or they're waiting for some other event to happen before they can release the funds 4 20 if they decide they want to invalidate that payment, and return it, then it would then be, and show up with one of these yellow statuses, and it would tell you that the money has been returned, and then the underlying payments, or excuse me, referral rewards would be set back to pending, like i showed 4 36 you earlier so, if you have any questions about payment statuses from your paypal or venmo payments, reach out to us at support at getrostered com, we're happy to help 4 48 we've dealt with a lot of issues with paypal, so hopefully we can make your life easier by giving you some quick answers 4 54 have a great day step by step instructions locate returned payments in the referral rewards tab navigate to the referral rewards page in your roster account go to the send payments tab look for entries with a yellow badge in the payment status column these badges might say "returned" or "failed " understand the reason for the returned payment returned payments often occur due to incorrect paypal email addresses or venmo phone numbers entered by ambassadors typos or the use of accounts not linked to paypal or venmo review the affected payment’s details to identify the likely cause update ambassador information or reinitiate contact for affected ambassadors reach out via email using the "send email" feature in roster explain the issue (e g , incorrect payment information) and request updated details if needed, guide ambassadors to log in and update their payment information directly in their profile approve and reprocess pending rewards once updated payment information is obtained go back to the rewards tab in the referral rewards section locate the returned rewards now marked as pending with an exclamation icon approve the rewards to reprocess them for the next payment batch understanding other potential payment statuses see paypal payment statuses docid 3st6lhduazkv2vollo ao for a quick breakdown of each possible payment status need help? for troubleshooting paypal or venmo payment issues, refer to our paypal troubleshooting guide contact our support team at support\@getroster com mailto\ support\@getroster com for further assistance