Common PayPal and MoneyBookers Issues

The Envato Marketplaces use PayPal and MoneyBookers to facilitate prepaid deposits and withdrawals. This article details some of the most common issues relating to the use of PayPal and MoneyBookers in conjunction with the Marketplaces. If you require further information or clarification on any of these matters, please contact Support.

Common Issues

1) I made a prepaid deposit successfully from PayPal or MoneyBookers a few hours ago, but it still hasn’t registered on my Marketplace account. What can I do?
Almost always a PayPal or MoneyBookers payment will come through instantaneously, but occasionally there can be a delay of several hours (up to 12), for PayPal or MoneyBookers to send our system the notification required to credit your Marketplace account with a deposit automatically. If the transaction still hasn’t reflected on your Marketplace account after approximately 12 hours, please contact Support providing the following information in your ticket:

1. What payment provider you used? Eg: PayPal/MoneyBookers.
2. The Marketplace account user name related to the transaction.
3. The email address related to the transaction (what email you used for PayPal/MoneyBookers).
4. The unique transaction ID (provided by PayPal).
5. Any other receipt information relating to the transaction.

Support will then confirm the transaction and credit your account. We do realize how frustrating it can be when a payment does not come through promptly, and will always deal with payment issues as a first priority.

2) I can’t access my Marketplace account and I received an email about something to do with fraud. What has happened?
It sounds like your account has been temporarily locked out as funds from a deposit you made have been reversed by either PayPal, MoneyBookers or your financial institution. This lockout is a fail-safe to ensure that the funds which have been reversed cannot still be spent on the marketplaces. If you did not initiate this reversal then we suggest you contact PayPal or MoneyBookers to find out more information about what’s happened to your payment. Please submit a ticket to Support with all available information when this occurs and we will do our best to assist you.

3) PayPal or MoneyBookers won’t accept my payment. What can I do?
Unfortunately, we have no control over what PayPal or MoneyBookers will accept as a valid payment. If you are having difficulties paying by your selected method you will need to contact PayPal or MoneyBookers for further information or advice.

4) I have not authorized a deposit to the Envato Marketplaces from my PayPal account but it is appearing on my statement. What’s happened?
As soon as a user deposits credits for the Marketplaces using a PayPal or MoneyBookers account, they are allowed to start purchasing and downloading digital items straight away. If you have not authorized this, then you may have been a victim of Identity Theft. In these cases we STRONGLY suggest you contact PayPal or MoneyBookers immediately and inform them of this fraudulent activity so that they can stop any further payments and advise you of how best to proceed. Unfortunately we cannot stop any future payments to our website if the culprit already has your valid credit card or PayPal details, as these transactions are handled by PayPal or MoneyBookers. If PayPal or MoneyBookers are alerted, then they can stop any future payments from that account.

For more information about Identity Theft, please visit PayPal’s instructions on action to take in the event of identity theft, or contact MoneyBookers support.

5) I want to make a prepaid deposit of a custom amount to my  Marketplace account which is not listed on the Deposit page. Can I deposit an unlisted amount?
Unfortunately we currently only accept deposits as listed in the increments listed on the deposit page. Any attempt to make a manual payment to us for any other amount will not be successful.

If you prefer not to make a prepaid deposit to your account, or simply wish to make a one off purchase, you can now purchase files individually without the need to deposit funds into your account.  To read more about Buy Now, click here.

6) I want to request a refund for an item I have purchased. Who do I contact?
If you have purchased an item and it does not work as described or is faulty, please contact Support and tell them which item you purchased and exactly what the problem has been with the item. The item will be investigated, and if it is found to be faulty or not working as described it will be fixed or a refund will be offered.

Before submitting a refund claim, please review the comments on the item page – there is a good chance someone else may have had the same problem as you and the author might have already addressed the issue. Also make sure that you thoroughly read all of the item’s documentation in case there is an existing answer to your issue. Please note that because of the nature of digital goods, support unfortunately cannot issue a refund or exchange unless the item is malfunctioning or corrupt, or does not work as described.

If you initiate a charge back with your financial institution or dispute the transaction with PayPal, this will result in your Marketplace account being automatically disabled to guard against fraudulent transactions. This will most likely delay the refund process, so please contact Support before initiating a charge back.

7) Can I get a refund processed to my PayPal or MoneyBookers account?
Support will be unable to refund any balance located in the ‘Deposits’ section of your member ledger to a PayPal account, as is detailed in the sites Membership Terms and Conditions. If Support elects to provide you with a refund for an item you have purchased, you will get a refund credited to your ‘Deposits’ member ledger balance, not a refund to your PayPal account.

If you have any questions or require further clarification on any of the above points, please contact Support.

Whenever contacting Support regarding a PayPal transaction, please be sure to include as many payment identifiers as possible. Ideally provide your email address which is registered to your PayPal account and the transaction ID which is relevant to the transaction in question.