Consumer complaint received 2017-09-13
Company: Paypal Holdings, Inc
State: OK
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
I sold an item on XXXX For parts not working the buyer filed a false complaint saying he received an item that wasnt working. XXXX opened a case and ruled in my favor. Saying I clearly sold it for parts not as a working item. The buyer then went to PayPal and filed the same false complaint that I sold him an item that wasnt working. PayPal sent me an email notification on XXXX XXXX stating the following XXXX XXXX has sent you a message regarding the payment they made to you on XXXX XXXX, XXXX. They have indicated the merchandise is not as described. Deadline to respond : XXXX XXXX, XXXX I planned to send in a response but before I got a chance to send response PayPal closed the case on XXXX XXXX. In the initial email that was sent to me PayPal stated that I had until XXXX XXXX to respond, but for some reason the case was closed on XXXX XXXX. when this happen I thought I had no recourse because PayPal said the decision was final. It wasnt until the later that I realized that the original email said I had until the XXXX of XXXX to respond. Thats when I called PayPal and sent in documentation about my case. This was all ignored because PayPal would not review the earlier email that was sent to me. After some prompting I finally got someone to look at the original email and he agreed that I had until the XXXX of XXXX to respond. He got the case reopened, but PayPal still denied my claim because they said they sent me emails stating that they had changed the XXXX XXXX due date and were only giving 10 days to respond. How can they give me until XXXX the XXXX to respond and then later change the date to an earlier time? Also they said even if they had kept the original date of XXXX XXXX I still responded too late on XXXX XXXX. Once they closed the case on XXXX XXXX they said their decision was final and could not be change. So I thought I had no grounds to file an appeal. It wasnt until XXXX the XXXX that I remembered the original email said I had until XXXX XXXX to respond. On XXXX XXXX I immediately sent in documentation showing the buyer had made 2 false claims. When asked what they would do about the false claims they said they were not concerned about and they would take no further action. So now PayPal has refunded the buyer money plus they did not require the buyer to send my item back. 
( original email ) Hello XXXX XXXX, XXXX XXXX has sent you a message regarding the payment they made to you on XXXX XXXX, XXXX. They have indicated the merchandise is not as described. 
Deadline to respond : XXXX XXXX, XXXX Because XXXX XXXX has reported a problem, {$150.00} USD will be temporarily held. The funds will remain in your account but can not be withdrawn until this is resolved. 
If you cant resolve this issue, you or XXXX XXXX can escalate it to a PayPal claim before XXXX XXXX, XXXX. On that date, this case will automatically close. 
Once a case has been closed, it can not be reopened or escalated to a PayPal claim. We encourage you to respond to your buyer as soon as possible. 
Transaction Details Case number : XXXX Buyer 's name : XXXX XXXX Transaction date : XXXX XXXX, XXXX Transaction amount : {$150.00} USD Your transaction ID : XXXX

Company response to consumer: Closed with explanation