Consumer complaint received 2025-01-11 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Paypal Holdings, Inc
State: SC

Complaint narrative:
Complaint Statement : On XX/XX/year>, I purchased an item on XXXX for {$770.00} ( including taxes and shipping ), as shown in XXXX XXXX. The item never arrived. 

Attempts to Resolve With the Seller : After noticing the item had not been delivered, I contacted the seller multiple times to request an update or resolution. Initially, the seller responded ; however, on XX/XX/year>, he/she stopped replying entirely ( see Attempt to resolve with the Seller.pdf ), leaving me with no alternative for direct resolution. 

Dispute With XXXX & Unfair Denial : On XX/XX/year>, with no response from the seller, I filed a dispute through XXXX. In reply, the seller provided a XXXX  tracking number, claiming the package was deliveredeven though it was signed by someone else ( see Proof of Delivery.XXXX ). PayPal then asked me to provide four types of documentation ( see Proof Documents Accepted by PayPalXXXX ), which I submitted : 1. XXXX  Transcript : A messaging transcript ( see Proof of non-delivery_messaging transcript.pdf ) confirming the delivery address under this tracking number did not match my actual address. When I was prompted to create a case for this tracking for a missing package, the system could not create a case because my information did not match the details under the tracking. 

XXXX. XXXX Email Confirmation : An email from a XXXX representative ( see Proof of non-delivery_email from XXXX XXXX ) verifying that both the name and address on the tracking details differed from mine. 

These documents clearly show the shipment went to a different address and was signed by someone else. Despite requesting this very evidence from me, PayPal denied my claim ( see PayPal XXXX ), relying solely on the sellers claim of completed delivery. There is no indication PayPal reviewed and reflected my documentsnor did they investigate the address mismatch. In situations where the buyers evidence and sellers evidence conflict, it is PayPals responsibility to verify further and make a fair decision ; instead, PayPal simply endorsed the sellers tracking status to the wrong address. All my dispute-related interactions and records with PayPal are documented in XXXX with PaypalXXXX 

PayPals Failure to Protect Consumers : By disregarding their own requested evidence and refusing to reconcile the obvious discrepancy between the sellers tracking status and my proof of non-delivery, PayPal has failed to protect my rights and those of other consumers. In effect, PayPals reliance on incomplete tracking dataonly matching city and statecreates a breeding ground for scams. Sellers exploiting this loophole can provide invalid or partial tracking details showing delivered, leaving buyers like me with neither the purchased item nor a refund. PayPals refusal to verify these inconsistencies or step in to protect customers leaves buyers vulnerable to fraudulent schemes and also promotes fraudulent schemes because frauds know they can get away due to PayPal 's unwillingness to make fair decisions and protect customers.

Company response to consumer: Closed with explanation