Consumer complaint received 2021-06-03
Company: Paypal Holdings, Inc
State: WA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XX/XX/2021, I made a purchase through Paypal for a pair of shoes. While paypal was the payment processor, the payment method was my XXXX XXXX XXXX credit card. The total amount for this transaction was {$69.00}. The paypal transaction ID is XXXX. 

On XX/XX/XXXX, I receive the item from the seller, but it was not the item that I ordered. I opened a dispute with paypal. 

Between XX/XX/XXXX and XX/XX/XXXX, I was working with the seller and Paypal to come to a resolution. The seller wanted me to pay international return shipping to send them the wrong item they sent me back to them. I didn't think that was fair that I had to pay for return shipping because the seller sent me the wrong item. 

On XX/XX/XXXX, I opened a dispute with XXXX  XXXX XXXX since it didn't look like I was going to be able to get my money back through Paypal without paying {$30.00} in return shipping. XXXX XXXX XXXX issued me a provisional credit of {$69.00} while they investigated the claim. 

On XX/XX/XXXX, Paypal told me that I was able to get reimbursed for shipping through a separate program that they have. With this knowledge, I went ahead and returned the item and paid the {$30.00} international return shipping. The seller then issued me a refund for the item, and Paypal covered the return shipping cost. 

At this point, I had been fully refunded so the disputes were then closed with both Paypal and XXXX  XXXX XXXX. Everything was good at this point. XXXX  XXXX XXXX told me they would take back their {$69.00} provision credit since I had been issued a refund through Paypal. That was good, i only needed a single refund and not two. 

Everything was good until XX/XX/2021, when paypal contacted me to tell me that they were taking their refund back since I had opened a dispute with XXXX  XXXX XXXX and received a credit for them. Their claim is that I received a " double refund '' for the same transaction, so they wanted their money back. What they didn't know is that the dispute with XXXX XXXX XXXXXXXX was closed, and XXXX  XXXX XXXX took their provisional credit back. Paypal has now left my account in a - {$69.00} balance. Both companies refuse to reopen the dispute since " a dispute can't be reopened once it is closed ''. 

I've attached several screenshots with annotations showing what happened. One is the Paypal transactions, and the other is my bank statement showing the two charges and two refunds. The final one is the email from paypal where they are now debiting me another {$69.00}. 

In summary, I opened up disputes with both companies for the same transaction, and both companies gave me a refund. I then told XXXX XXXX XXXX about the Paypal refund, so they took their credit back ( rightly so ). Months later, paypal found out about the dispute and decided to ALSO take their refund back. This leaves me out {$69.00} for a transaction that should have been refunded. Both companies are not helping since the disputes are already closed, and their policy is to not re-open closed disputes.

Company response to consumer: Closed with explanation