Consumer complaint received 2022-07-14
Company: Paypal Holdings, Inc
State: TX
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Problem with a lender or other company charging your account
Sub-issue: Can't stop withdrawals from your account

Complaint:
PayPal Case ID : XXXX Disputed amount : {$890.00} USD Buyer info : XXXX XXXX Shipping address : XXXX XXXX XXXX XXXX XXXX, VA XXXX Date XXXX XXXX XX/XX/2022 Invoice ID : XXXX Transaction ID : XXXX Transaction amount : {$890.00} USD Additional Info Note from XXXX XXXX : No Cardholder Authorization Item details Item name : XXXX XXXX XXXXXXXX XXXX ( XXXX ) Item number : XXXX Quantity : XXXX This is a problem related to several cases of fraudulent activity on our website ( XXXX XXXX XXXX XXXX ). This is one of the cases that was closed in the buyer 's favor with no investigation ( by credit institution ) of the reported case to PayPal. 
Several unauthorized purchases were done through our website without us noticing it. We sent out the items purchased to find out later they were fraudulent purchases. We reported these purchases to our website platform and to PayPal ( our checkout platform ). PayPal at that time told us the transactions looked legit and there were no claims at that time and they could not do anything about it. I insisted because the orders kept coming in, I reported the IP addresses as coming all from XXXX ( I reported it to them as well ) and basically I could not do anything about it. Then the cases against us for unauthorized activity came through, we have 5 closed cases with a chargeback in favor of the buyer and 4 open cases, there will be more coming. In the case of XXXX XXXX we have recovered the item by intercepting the shipping. We have agreed with PayPal to refund the buyer the money for the purchase, but the more than {$200.00} in shipping plus the recovery fee XXXX charges is still a cost we incurred in. XXXX Info : Your shipment XXXX Estimated delivery The delivery date will be provided as soon as possible. 

Past Event Label Created Past Event On the Way Past Event Return to Sender Requested Current Event Returned Pay Pal does not respond other than through the message center. They tell me that the credit institution has the final saying and PayPal has nothing to do with it because the buyers placed the claim directly to the credit institution. The credit institutions have never contacted us and we have no way to contact them because that is PayPal 's not sharable info. PayPal authorized these transactions even when they did not meet their criteria ( unmatching zip code, address, and/or CSC ) XXXX PayPal assures its clients to have high technology to detect fraud and that we can rest assured of transactions being monitored. They also encourage us to report suspicious activity and fraud for them to act in our favor. Not the case. They insist to treat every transaction separately and wait until the buyer places a claim. So we can not even treat the whole as a fraud of many transactions with them, because they don't see it that way. So in this case, PayPal is not using their protection against fraud, but making us responsible for unauthorized credit card use as if we would have stolen people 's information and charged their cards. Pay Pal marked each transaction as OK to ship! This fraud if not addressed correctly will cost our company thousands of dollars. We are a family business and our business was at all moments acting in good faith and trusting PayPal 's service as a checkout platform. That is why we pay for what they do. They surely have insurance that protects them against this kind of situation.

Company response to consumer: Closed with explanation