Consumer complaint received 2020-06-09
Company: Paypal Holdings, Inc
State: IL
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
I sold a handbag through XXXX on XX/XX/2020 in the amount of {$1300.00} + {$50.00} for shipping and handling. 

The handbag was sent with package insurance, delivery confirmation, and signature required upon delivery. 

The handbag was received and signed for by the buyer on XX/XX/2020. 

This information can be confirmed by reviewing the XXXX XXXX Number : XXXX On XX/XX/2020, almost a month later, I received an email from PayPal stating the following : We are writing to let you know one of your buyers opened a case for this transaction. The buyer didn't receive a refund or credit. 

Here are the case details : Buyer 's name : [ Redacted ] Buyer 's email : [ Redacted ] Buyer 's transaction ID : XXXX Your transaction ID : XXXX Transaction date : XX/XX/2020 Transaction amount : {$1400.00} USD Disputed amount : {$1400.00} USD Upon receiving this email, I reached out to the buyer with the following email on XX/XX/2020 : To : Buyer Good morning, I haven't heard back from you but I got a notice from PayPal that you filed for a refund on this bag. 

I have responded to PayPal and provided proof that the product was delivered to you and that you received and signed for it. 

I have also attached proof of delivery and signature from XXXX. 

Please respond to this email and let me know what's going. 

Thank you! 

I received a response from the buyer on the same day, XX/XX/2020 : Hi sorry this should have not related to you. 

It is for adjustment to making change of the finance terms with PayPal credit for this transaction only. Per discussion with PayPal credit the finance term maybe able to be adjusted. 

I will call them and clarify with them. Thank you I subsequently received the following email from the buyer on the same day, XX/XX/2020 : BTW I really like the bag and it is very pretty. Again sorry about the notification you received. 

I messaged PayPal not this is not a refund request and bothering to do with seller. 

Will call PayPal credit today too. Thank you I subsequently received the following email from the buyer on XX/XX/2020 : Happy Saturday! I was surprised too when I saw that there was a dispute. Good that it has been clarified after contacting PayPal credit. They were sorry about it too because it should not be dispute, instead should be the financial term adjustment. 

Thank you very much for contacting me tho! You and your family stay safe and healthy too! 

I just left a feedback for this transaction. If you have some can you also leave feedback as well? Thank you again! 

More than a month later, on XX/XX/2020, I received the following email from PayPal : One of your buyers opened a case for this transaction. This means the buyer has asked their financial institution to reverse the money for this transaction. 

We want to help you, and we are disputing this case with your buyer 's financial institution. 

Here are the case details : Buyer 's name : [ Redacted ] Buyer 's email : [ Redacted ] Buyer 's transaction ID : XXXX Your transaction ID : XXXX Transaction date : XX/XX/2020 Transaction amount : {$1400.00} USD Disputed amount : {$1400.00} USD {$1400.00} USD has been debited from your PayPal account because of the following reason ( s ) : This chargeback type was not covered under Seller Protection. 

In addition, you have been debited a {$20.00} USD chargeback fee. 

I have tried calling PayPal on 5 separate occasions, and have emailed them on three separate occasions regarding this issue. No one is picking up the phone and I am unable to get a response from a human via email ( only automated messages ). 

I reached out to the buyer again on XX/XX/2020, and got the following response from her : Really Sorry about this. Let me contact both PayPal and PayPal credit again. They are so wired ... I have called PayPal credit three times and last time they agreed this is not dispute and resolved. 

Thank you Subsequently I got another email from the buyer on XX/XX/2020, stating the following : I called PayPal but it says dust to COVID-19 no customer service line and ask me to use the message and I left message. Please see below. Not sure if it would help but can you forward this screen shot below to The PayPal Email you received. 

Neither myself, nor the buyer, is able to get in touch with PayPal via phone or via email, after numerous attempts over the past few months. 

PayPal has incorrectly debited {$1400.00} USD + a {$20.00} chargeback fee from my account. 

The buyer has agreed on numerous occasions that she is not disputing the transaction with me. She is attempting to adjust the financial terms of the transaction with PayPal because she purchased the product through a special PayPal Credit offer she received from PayPal, to make the purchase.

Company response to consumer: Closed with explanation