Consumer complaint received 2021-06-30
Company: Paypal Holdings, Inc
State: VA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
PayPal is enabling a company in XXXX to systematically defraud US consumers my manipulating the dispute process PayPal established. the company, who advertises through XXXX, only accepts PayPal payments. They claim to be American based companies and then delay chipping on products for over a month. They advertise one product and then ship another or ship never ship the purchased products. When a dispute is filed with PayPal the companies require the products be shipped to the XXXX with a cost of over {$190.00} per shipment which prevents any resolution of the problem. I have encountered this problem 3 times with PayPal over the past year with companies that had different names ; however, when I disputed the purchases through PayPal, the return address for all three companies was the same address. Below is the response I received through a PayPal Dispute : You've received a new message sent you a message in response to your request. We encourage you to respond to as soon as possible to resolve your issue. 
Here 's the seller 's message for you : Dear Customer, We're sorry that you're not satisfied with the package you received. According to our company 's return policy, we can refund you, but there are two conditions. 1. You need to return the original package, please send the tracking number and the picture of your returned package ( show the return address ) 2. Once we received the package and checked if the product is in good condition, we will refund you as soon as possible. You can return to the address : XXXX XXXX, XXXX  XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. 

PayPal is enabling systematic fraud by a company in XXXX. They are aware they are doing it and are not taking any step to protect the American Consumer. 

There are three charges that all had problems and all had the same return shipping address.

1st charge was resolved by escalated PayPal dispute.

2nd charge : {$68.00} to XXXX XXXX XXXX on XX/XX/XXXX XXXX charge : {$85.00} to XXXX XXXX, XXXX on XX/XX/XXXX While different companies, the return address provided in the dispute was exactly the same meaning they are from companies for some other fraudulent business. 

If you go back in my dispute history, you will see yet another dispute where I ordered a hammock that advertised supporting 400 lbs, but was shipped a flimsy hammock that only supported 200 lbs and was useless to me. That dispute was resolved in my favor after escalated disputes. It was the same company. 

PayPal is allowing a fraudulent company to defraud US consumers and is doing nothing to prevent that. 

Do the math ... 
I purchased 2 electric vests ( {$68.00} XXXX. They did not work. I disputed with merchant, they said to ship back to main land XXXX for a cost of over {$190.00}. {$190.00} - {$68.00} = a loss of {$120.00} to return a product that did not work. Your company supports that. 

I purchased 2 hammock stands that go in a hitch that came with 2 hammocks ( {$85.00} XXXX. They only shipped the hammocks and the hitch inserts. They said they were not shipping them and I could return the hammocks for a refund. IT WAS THE SAME ADDRESS FROM THE IN MAINLAND XXXX. Different company name, same return address, same {$190.00} to return the {$85.00} product. This time they advertised one product and never shipped it. {$190.00} - {$85.00} = loss of {$100.00}. Once again, your company supports this fraudulent company. 

This is not a one off product dispute, but systematic fraud that PayPal is enabling by defending fraudsters in XXXX and allowing theft to American consumers. Your company advertises protections for consumers but fails to uphold those policies. 

Fraud prevention Contact us if anything seems suspicious so we can help you protect yourself from fraudulent charges against your account. We'll never ask for sensitive information in an email. 

Dispute resolution If there's a problem with a transaction, we'll put a hold on the funds until the issue is resolved. We investigate and stay involved every step of the way. 

Purchase protection around the globe Buy or sell around the globe. We process 25 currencies in over 200 markets to make sending, spending, and selling simple and secure. 

PayPal Dispute # 1 : XXXX PayPal Dispute # 2 : XXXX XXXX  CASE # : XXXX

Company response to consumer: Closed with explanation