This is me.

A couple of possibilities.

1). Check the refund from the original purchase did not go straight back to the Paypal account, in which case the new cart with full amount is correct.

2) If not refunded all the way to PayPal, then it should have been deducted from his cart total before it gets as far as PayPal. In which case, you will need to PM Franz directly to resolve.

I think refunds are processed manually, so it may just be that Franz needs time to process it.

Refunds now automatically go back to the original card, although the email
message you get is misleading still (think that was updated last night)

Chances are it refunded back to his card.

Alternatively if he does have a balance, he has to choose to use it on
checking out. There's a little check box and form field that's easy to miss.

Thanks!

I'll tell him that the refund goes back to his card.