Consumer complaint received 2025-01-04 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Paypal Holdings, Inc

Complaint narrative:
I filed a Paypal claim against a seller in Massachusetts from whom I purchased an item that was misrepresented to me. When I received the item, I contacted the seller to let her know that the item was not as she described and not acceptable, and that I wished a refund in accordance with her website 's stated refund policy. She promptly blocked me without any response. I made a claim to Paypal, and submitted numerous photos of the item I received along with screenshots of what was advertised, testimonials, and also informed them that the seller blocked me. This was XXXX XXXX. I sent the item back to the seller XXXX XXXX and it was delivered XXXX XXXX, and I provided proof of this. I expected a refund at that point. 

In the meantime, Paypal has continued to make repeated demands for photos, proof and tracking information, which I have provided multiple times. They also demanded at least three times, after I informed them the item was returned to the seller, that I provide an evaluation of the item from an independent party showing the item was not as described. And all this has been done under the threat that if I do not provide this information, they will decide the case in favor of the seller. 

First of all, as the buyer, I am the one who decides if an item is acceptable to me or not, as is my right as a customer. Secondly, I no longer have the item in my possession to bring to any independent party to make such an evaluation. I contacted Paypal last week, and the agent removed the request for an evaluation. They once again made a request for an independent evaluation this past week. I again contacted them and told them the item has been returned to the seller and delivered. I did attempt to get a third-party authenticator to at least look at the photos and try to render an opinion, but they informed me they were unable to do such an evaluation, and I have provided that communiqu to Paypal. And today, for a third time, Paypal asked for tracking information and for me to provide a third-party evaluation. 

There should be no more demands or discussion and they should just issue a refund at this point of the {$1500.00} I paid for an item that was not as it was advertised and not acceptable to me and has been returned. It is not as if I have retained the item in my possession and am demanding a refund. I would add that in addition to all the photos I took and provided to them, I also have video footage of the unboxing of the item in question and the repacking of it for shipment, which I have repeatedly offered to provide Paypal, but never received any answer from them. Instead of refunding, Paypal is being obstinate, hostile and unreasonable. Where is their buyer protection that they tout? This is also false advertising on their part. 

I would appreciate it if there is something you can do to help me recover my funds or can intervene in this matter because Paypal 's conduct here is egregious. 

Thank you in advance.

Company response to consumer: Closed with explanation