Consumer complaint received 2018-04-12
Company: Paypal Holdings, Inc
State: MO
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
Made purchases from online seller, XXXX transactions. Seller shipped things out at once, not as purchased. So she may have put things from one order in 3 different envelopes. She did not put a packing label in envelopes, nor were items labeled. I did not receive 3 packages that I am owed. I made contact with this person 7 times between midXX/XX/XXXXandXX/XX/XXXX to be told items were held up in customs, returned, sent again, and held up again. XX/XX/XXXX I opened a PayPal dispute about said items.

Seller was in communication with me and was to replace the items, but when she started replacing some of the items, they were poorly made ( photo prop clothing ) suspender straps were not cut, button holes missing, legs cut different lengths or one smaller than the other. When I touched base with seller next, informed her I wanted a refund for clothes that were not as described when purchased, and for clothing items I have not received. She then told PayPal she shipped me everything. This person was not able to provide me with shipping information any of the times I asked, yet sending from XXXX a customs document had to be filled out every time .She also admitted through XXXX XXXX  that she was going to send me the items, and that one item she did not have the material to make and needed to refund me.

Despite all of this, PayPal keeps deciding in the sellers favor saying seller shipped items, yet the cant provide me with copies of shipping information. Also, despite sending photos of the " damaged '' clothing, and copies of messages back and forth proving some items were to be approved before I received them, they give reasons as this : After careful consideration, we're unable to decide this claim in your favor at this time.

The documentation you provided didn't follow the guidelines. Supporting documentation must be from an unbiased third party and on letterhead that includes adequate contact information.

What information am I to provide from a third party who is unbiased. I have provided photos of the horribly made items, and documents from her showing she was going to replace these items. I am not asking for a full refund, just partial. Their " PayPal protection when you purchase good '' is a joke, I am not getting any help from them. I have called in and the people in the dispute department have said they understand and agree with me, they put notes, and even my phone number in there yet the appeals people keep denying it. I feel like I have been treated as a criminal having to prove my innocence in this and they decided I was guilty, and they person overseas, whom I have provided plenty of paperwork on is getting away with stealing my money. PayPals policy states : PayPals Purchase Protection program may apply when you encounter these specific problems with a transaction : You didnt receive your item from a seller ( referred to as an Item Not Received claim ), or You received an item, but the item isnt what you ordered ( referred to as a Significantly Not as Described claim ).

Item Not Received claims Your claim will not qualify for a refund under PayPals Purchase Protection program for an Item Not Received claim, if : You collect the item in person, or arrange for it to be collected on your behalf, including if you use PayPal in a sellers store location, or PayPal has adequate proof from the seller indicating that the item was delivered or order was fulfilled.

If the seller presents evidence that they delivered the goods to your address, PayPal may find in favor of the seller for an Item Not Received claim even if you did not receive the goods.

Significantly Not as Described claims To qualify for Purchase Protection as a Significantly Not as Described claim, the item must be materially different from the sellers description of the item.

The following claims will qualify as a Significantly Not as Described claim : You received a completely different item. For example, you purchased a book and received a DVD or an empty box.

The condition of the item was misrepresented. For example, the item was described as new but the item was used.

The item was advertised as authentic but is not authentic ( i.e. counterfeit ).

The item is missing major parts or features and those facts were not disclosed in the description of the item when you bought it.

You purchased a set of three items but only received two.

The item was damaged during shipment.

By their own policy, it states that I should qualify for a refund. They did not provide oriif that this was delivered to my home, they cited seller rescinded that items were shipped. How is that proof under their own policy. Nor does their policy say I must file a report with the local police department in order to qualify. Its not a large amount of money and I don think she intentionally did it at first I think she forgot and got confused.

Below are the transaction information as well as the amount I was asking for a refund for for items not received and/or items received that were different that the items described : Trans. # XXXX- XX/XX/XXXX {$210.00} - missing 3 items, 2 not as described.

Trans # XXXX- XX/XX/XXXX {$380.00} - missing 1 item, 3 recv. not as described Trans # XXXX- XX/XX/XXXX{$170.00} - missing 1 item, 1 recv. not as described Trans # XXXX-XX/XX/XXXX {$230.00} - missing 3 items Trans # XXXX- XX/XX/XXXX{$160.00} - missing 1 item - Trans # XXXXXX/XX/XXXX{$140.00} 2 items received not as described This woman did not even know some of her own items as for example I purchased a two toned blue and green romper ( boy outfit ) she sent me over a description of things purchased and for this item, sent me a photo of a green and blue floral print girls outfit. I knew this was incorrect because it was one of the items I had actually received. She has no idea what she did and did not send, or what I ordered for half of the items.

Company response to consumer: Closed with monetary relief