Consumer complaint received 2018-04-25
Company: Paypal Holdings, Inc
State: MA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
Hi, On XX/XX/XXXX, a buyer purchased an expensive XXXX saute pan from me on XXXX  ( original listing with photos found here : XXXX XXXX XXXXXXXX ). The item was shipped through XXXX 's international shipping program, meaning that I as the seller simply shipped the item to XXXX international shipping headquarters in XXXX, KY, and then they take care of actually shipping the item overseas. 

OnXX/XX/XXXX, the buyer requested to return the item on the basis that it was " too heavy ''. My returns policy in the listing clearly states that that I do not accept returns. Of course, XXXX still allows buyers to return an item if it arrives damaged or not-as-described in the listing ; however, there was no claim of the item being damaged or defective - being " too heavy '' is simply an attribute of the pan being high-quality stainless steel and I told the buyer I would not accept a return. 

The buyer then proceeded to open a case through XXXX. XXXX emailed me to say that I had to arrange return shipping on XX/XX/XXXX. Not only was I not obligated to do this as the seller of an appropriately-described item, but because the item was shipped through the international shipping program, I did not have any means of providing the buyer with a return shipping label as I did not have their address - I don't even know what country they are located in! I emailed XXXX back on XX/XX/XXXX responding to that email, stating that I was requesting an appeal, but never received a response. I certainly do not think I should have been expected to have a heavy pan shipped back to me without valid reason. 

XXXX then proceeded to simply issue the buyer a refund. So {$250.00} was deducted from my PayPal account, the buyer is keeping the pan and not responding to my requests to send the pan back to me, and XXXX denied my appeal with no rationale. 

At this point, I am left - {$250.00}, extremely stressed as I am 7 months XXXX and have many extra expenses. This item was essentially stolen from me. It is written in XXXX 's Seller Protection Policy, found here under XXXX Moneyback Guarantee Requests : XXXX XXXX XXXXXXXX XXXXXXXX " If a buyer reports that an item isn't as described If the buyer starts a return request because an item isn't as described in the listing, then asks us to step in and help, you are protected if you offer free returns. You may also be protected if you provide clear documentation that the item was described accurately and consistently in the listing. This documentation can include photos of the item that you upload to XXXX during the returns process. 

Examples : 1 ) A buyer requests to return an item for a refund because an item isn't new or has minor scratches, but the listing clearly and consistently describes the item as used 2 ) A buyer opens a return request because of a defect in an item, but the defect was accurately described in the listing 3 ) A buyer opens a return request because they didn't want the item,  but the item was accurately described in the listing Appeals Buyers and sellers have an opportunity within 30 days from the day a case is closed to appeal our decision by providing appropriate documentation in My XXXX. '' This seems to clearly be a case that falls under # 3,  where a buyer opens a return request because they didn't want the item, but the item was described accurately in the listing, in which case my " no returns '' policy should have been respected, and XXXX/PayPal should not have removed funds from my account. I pay substantial selling fees to XXXX regularly, and yet there seems to be no true protection of seller rights, and the appeals process clearly makes no effort to review the case facts. Buyers can not expect a brick and mortar shopping experience, and certainly can not expect sellers to pay for return international shipping over buyers ' remorse. 

Please let me know how I can proceed. 

Thank you.

Company response to consumer: Closed with explanation