Consumer complaint received 2017-11-01
Company: Paypal Holdings, Inc
State: NC
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 and accepted payment through PayPal. It was stated in email and on the paypal invoice sent to the buyer that the item was sold as is and that no returns or refunds were accepted. After the buyer had the item for several days they decided that they did not want the item and they filed a " not as described '' complaint with paypal. They made up fake things about the operation of the item saying that it was damaged. 
Paypal decided in favor of the buyer and told them to return the item. At that point I contacted paypal over the phone and was told that their back office decided that they had to decide in favor of the buyer because if they did n't the buyer would file a dispute with their credit card issuer, and then I would lose the projector and the money. 
So when I received the item back I found that the buyer had broken the case. I called paypal and they told me to send them pictures, so I did. Then they wanted me to have a third party, such as a repair shop, examine the projector and describe the damage, and I did that as well. But, they kept denying the appeal and say the following each time, " The damage noted in your appeal was cited by your buyer as the reason for the complaint. Therefore, our original decision remains. '' After each carbon copy email I would call to ask why they denied the appeal, and each time they would say that I did not provide the above mentioned document regarding the damage. Each time they said this on the phone I would point out the document and they would say that they see the document and they did not understand why they claimed the document was missing, and then they would file the appeal again. 
On XXXX XXXX I asked to speak to someone in the appeals department so that I could explain things and point out the document to them. I was told that they do not accept phone calls, but that one would email me to discuss the case. That did not happen, and again I received the same carbon copy email quoted above. Finally, after again filing another appeal online and receiving the same cc email this past Sunday I asked to speak to a supervisor in the disputes department, and waited 90 minutes  before being able to speak to one. I explained the entire case to this person and they filed the appeal once again. However, during this conversation the person said that the buyer cited damage and since I was citing damage it was not considered different in condition from when I sent it to the buyer. I explained that the buy claimed electronic issues, but did not say a word about any physical damage because there was n't any physical damage to the body of the external case when the buyer received the projector. I told them that I have pictures of the projector before I sent it and after I received it back. Today I received an email from them saying, " Unfortunately, we had to deny this appeal because the information supplied has already been provided and is insufficient to appeal this resolution. Any further appeals for this reason will not receive a response. '' Even though they say the information supplied is insufficient it is exactly what they asked for, and they did not request anything more at any time. They just kept denying the appeal. 
Paypal has a monopoly and they are acting as such.

Company response to consumer: Closed with monetary relief