Consumer complaint received 2018-02-13
Company: Paypal Holdings, Inc
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Other personal consumer report
Issue: Problem with a company's investigation into an existing issue
Sub-issue: Their investigation did not fix an error on your report

Complaint:
I sold my two used authentic XXXX watches on bid for {$41000.00} on XXXX transaction ID : XXXX to US Florida on XX/XX/XXXX. Paypal was used as the payment processor on XXXX. We agreed on a partial refund on XX/XX/XXXX and the refund transaction is ID XXXX. The buyer opened an INR case on XXXX. XXXX closed the case ID : XXXX in my favour on XX/XX/XXXX. 

He re opened the same case on Paypal on XX/XX/XXXX and stated on the non receipt claim " Didn't receive item and seller confirmed getting the watches back. '' The funds {$41000.00} has been reversed from my account and the case was closed. I was asked to provide shipping and delivery proof by email for appeal. 

An XXXX representative confirmed to me that if a buyer does a double jeopardy case and already used the XXXX money guarantee protection, XXXX will not grant him protection. 

On XX/XX/XXXX I have sent my shipping receipt, shipping label priority mail, usps tracking, usps signature confirmation pdf and ebay messages. I had bought shipping label on XX/XX/XXXX from XXXX and the buyer 's address and name was printed on the label as stated on the buying address on XXXX. I have the postal shipping receipt. 
Parcel was delivered and signed by the receiver in his country/state/region on XX/XX/XXXX in the mail room of Florida 's post office. Buyer 's name and address on signature proof pdf sent by Usps matches with transaction details on XXXX. 


A paypal representative named XXXX ( ID XXXX ) confirmed my eligibility for seller protection and gave the correct tracking number to the buyer and requested additional details from him. He didn't reply and I rephoned paypal and a representative named XXXX ( ID XXXX ) said not to worry since this is a technical issue where many wrong tracking numbers are appearing on my transaction page. He submitted a ticket ID : XXXX explaining the problem of many wrong invalid tracking numbers appearing out of nowhere and even when the correct tracking number is being inputed, the page is reloading and it's changing into a different number. He confirmed it would be sorted out by the technical team who will put the correct valid tracking : XXXX from Usps, I'm protected and I will get back my transaction money. 

From XX/XX/XXXX to XX/XX/XXXX, I keep getting paypal emails from XXXX saying that my tracking number is invalid on the site. I kept phoning paypal from XX/XX/XXXX and repeatedly gave the correct tracking number verbally to many Paypal claim specialists who reassured me of getting this matter sorted out due to correct tracking information. 

On XX/XX/XXXX I got an email from paypal stating " We've conducted our investigation and you provided us with valid tracking information as a result, we sent a courtesy email to your buyer requesting that they send you a full refund for this transaction. '' I didn't get my transaction money back. 

Again I phoned Paypal and a Claim Specialist named XXXX ( ID XXXX ) checked all transaction and affirmed that indeed this was an XXXX sales and XXXX has already disputed this claim problem. I insisted to talk with a manager on XX/XX/XXXX and Paypal manager XXXX XXXX said he'll investigate this issue.Howeverhetoldmethatevenifit 's paypal technicalfaultfortheinvalid tracking numbers appearanceandIhaveenoughproofsofhavingsenttheitem, he'ssorryformyloss, theyhavealreadyrefundedthebuyerandcannotreversethetransaction.Thisisunfairasthebuyerhasthemoneyandmyitem.Pleasegetmebackmymoneyforthistransaction.Thankyou. 

Here 's the transactions details transaction ID : XXXX Case number : XXXX ticket case ID : XXXX XXXX dispute ID : XXXX Partial refund ID : XXXX Signature confirmed tracking number : XXXX Original amount : {$41000.00} USD

Company response to consumer: Closed with explanation