Consumer complaint received 2024-01-22
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Confusing or missing disclosures — 
Company: Paypal Holdings, Inc (MI)

On XX/XX/2023, I ordered meals from the XXXX XXXX for the upcoming XXXX XXXX dinner. I purchased these meals with my PayPal account. The meals, however, were missing several items of foodsome of which seemed to be intentionally left out. When the XXXX XXXX was contacted to relay this, the assistant XXXX offered an additional plats principaux or main dishin this case a whole barbecue chickento make up for the missing food. I told her I would pick up the replacement meal later in the evening after completing my XXXX shopping. 

But when I called the XXXX to place my order for the replacement dish, I was told that the order was not approved, and that the assistant manager had left early. When I asked that the manager be placed on the line, the manager refusedsaying he did not want to be involved in the transaction or a portion dispute and that I would have to come another day. 

I submitted a complaint to PayPal disputing the transaction, while outlining not only what happened, but also including pictures and disclosing that I have recorded telephone conversations to verify that my meal was not as described, and that even when the merchant agreed to fix the situation, they changed their mind about the resolution. 

PayPal, however, refused to credit the amount and accurately investigate the dispute citing XXXX reasons that contrast : PayPal does not have a dispute rights through XXXX based upon the quality of food/service received. The merchant was willing and able to provide the food/service that was paid for. 

Verbal assurance of a credit can not be used to support this claim. 

There are four ( 4 ) issues here that underscores PayPals lack of disclosures regarding rights and responsibilities when discussing disputes over banquet or food services ; and when a restaurant or service refuses to honor a credit or transaction. 

First, the verbal assurance of a credit from the restaurant staff on a recorded line, plus the staffs refusal to honor that credit in an additional recorded call, is proof that the establishment was not willing to solve the dispute. Which contrasts with PayPals statement, The merchant was willing and able to provide the food/service that was paid for.

Therefore, it is unclear why PayPala company that also records phone callswould not take a recorded phone call between a restaurant patron and a restaurant as proof to support a claim. 

Second, it is unclear what PayPal means by it does not have a dispute right through XXXX based upon the quality of food/service received. At what point does PayPal have dispute rights through XXXX, and why is that not described or explained in PayPals disclosures and their limited ability to act? 

Third, it is clear that PayPal has no procedures or processes for managing returns in physical person-to-business transactions, yet they have issued a physical debit card for physical person-to-business transactions, with no way of really solving disputes that may arise. 

Fourth, PayPal does not have a way of requesting information via email or website from a qualified specialist on what the rules and procedures are for disputes, what a successful disputed transaction claim with them will or has looked like in similar situations regarding physical patron and restaurant interactions because they have no such protocol in place.