Consumer complaint received 2019-08-19
Company: Paypal Holdings, Inc
State: ID
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
This complaint deals with a variety of transactions; all involving one particular vendor. The first troubling transaction date began in late XX/XX/2019. All of the transactions were items used for the purposes of remodeling our home. The vendor/merchant had significant issues with fulfilling orders, so much so that almost every order we made had to be corrected and/or refunded. Thousands of dollars were lost due to these issues. As such, I used the PayPal Dispute Resolution form to dispute the problems since the local merchant's store was of no help or assistance to my issues.As PayPal processed the disputes, they came to believe that I violated the terms of service and placed my account on hold. They would later close my account due to the amount of disputes, which I have moved on from. But as the processed disputes, they used a selective way to actually process if the outcome of the dispute was in my or the seller's favor. Allow me to explain by each transaction that I am disputing today:Transaction ID: XXXX -- Date: XX/XX/19 for $XXXX   (disputed amount)Case ID: XXXX -- This dispute was lost by myself because the seller was able to prove that the item was delivered to me. Yet, this is not why I submitted a dispute in the first place. In fact, the case notes clearly state that the items delivered were not matching the description of the items sold and were missing pieces, etc...Further, this dispute was marked as merchandise received significantly different than described. Because PayPal did not rule of the actual merits of the case, I lost money. The dispute ruling had NOTHING to do with why I was disputing the case in the first place.Transaction ID: XXXX -- Date: XX/XX/19 for $XXXX   (disputed amount)Case ID: XXXX -- Same as the dispute above, I received items significantly different than what I ordered. This time, PayPal allowed me to return the merchandise for a refund, provided I submit tracking information within 10 days. This notice went out to me on XX/XX/19. On XX/XX/19 I provided shipping information, in which once the merchant confirmed they had received, I would get a refund. Literally the same day that I uploaded tracking information, PayPal denied the refund and closed the case, siding with the merchant and wasting additional time, money and postage.Transaction ID: XXXX  -- Date: XX/XX/19 for $XXXX   (disputed amount)Case ID: XXXX -- Again, the same type of dispute as the prior ones listed here. On XX/XX/19, 10 days after I disputed the amount, PayPal sided with the merchant because they provided shipment tracking from the merchant confirming it had been received. Again, I was never disputing the actual delivery of the items. I disputed the amount and transaction because the items received were not as described.Transaction ID: XXXX  -- Date: XX/XX/19for $XXXX   (disputed amount)Case ID: XXXX -- As before, the same issues arose for this case as well. I was asked to provided additional information this time to PayPal, which I did almost immediately. Despite this, my claim was denied because the merchandise had actually be shipped to my home, which again was not why I filed the dispute in the first place.Transaction ID: XXXX -- Date: XX/XX/19 for $XXXX   (disputed amount)Case ID: XXXX -- PayPal asked that I ship the items back in order to receive a refund. As before, they then immediately denied the case after I uploaded shipping. Tracking information shows it was delivered back to the exact address PayPal requested I send it to. Transaction ID: XXXX -- Date XX/XX/19 for $XXXX   (disputed amount)Case ID: XXXX -- Same as other issues, merchandise was received therefore my claim was denied. That was not why I filed the claim nor what the dispute resolution remarks showed.Transaction ID: XXXX -- XX/XX/19 for $XXXX (disputed amount)Case ID: XXXX -- PayPal found the case against me because the tracking shows it was delivered to me. Again, not why I filed the case in the first place as I filed for merchandise significantly different than described and/or missing items from the order...Transaction ID: XXXX  -- XX/XX/19 for $XXXX (disputed amount)Case ID: XXXX -- PayPal found the case against me because the tracking shows it was delivered to me. Again, not why I filed the case in the first place as I filed for merchandise significantly different than described and/or missing items from the order...So why were these transactions denied? I suspect that because some of the refunds were given already before I filed the disputes for the other items in the transactions, that PayPal automatically ruled against me. I also suspect that because they closed my account, they will claim that is why they denied the cases. Yet, that answer would be invalid considering other cases filed before the account closure were perfectly settled with a full refund AND because I filed these cases well in advance to my account being closed.When I discussed this with PayPal, I was given a variety of inadequate answers. I am seeking full refunds for these transactions, especially the ones where I shipped the items back as requested by PayPal.

Company response to consumer: Closed with monetary relief