Consumer complaint received 2026-03-23 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Paypal Holdings, Inc
State: MD

Complaint narrative:
I'm filing this complaint regarding PayPal 's handling of buyer protection for claim XXXX XXXX opened XX/XX/XXXX. XX/XX/XXXX I purchased two XXXX XXXX from XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) via PayPal for {$140.00}. XX/XX/XXXX One unit arrived defective with documented XXXX interference. XX/XX/XXXX I reported the defect promptly, providing video evidence. XX/XX/XXXX XXXX responded, saying that the issue was likely from being indoors, as well as too close, and to try again outdoors. XX/XX/XXXX I provided a second video outdoors demonstrating the issue again while following the suggested troubleshooting. XX/XX/XXXX I sent a follow-up email as I have not yet heard back. XX/XX/XXXX Unsatisfied with the service and the defective product, I request a return and refund for my order. XX/XX/XXXX XXXX replies, stating they have escalated to their technical team and that a resolution would take a week. No further response was received from the technical team. XX/XX/XXXX I opened a PayPal dispute. XX/XX/XXXX A XXXX " XXXX '' emails me in the same thread, stating he received my refund request, but would like to send me a " professional '' version instead. XX/XX/XXXX XXXX, via XXXX, offers a full refund for the return of the item without covering shipping. I decline the offer due to the prohibitive shipping cost and escalate the dispute to a XXXX claim XX/XX/XXXX XXXX again offers a full refund for the return of the item without covering shipping. I called PayPal to discuss my claim, asking for them to notify the seller that I will return the item if PayPal or XXXX covers shipping. XX/XX/XXXX I called PayPal to ensure that the request was delivered to the seller and to speak with a supervisor. The supervisor informs me that it is PayPal 's policy that I pay for shipping despite having received a faulty product and I am offered a {$25.00} credit towards shipping by PayPal for being a member for almost 20 years. I declined as it would still cost half the amount of the refund to return a manufacturer 's defect item. XX/XX/XXXX I called PayPal again to discuss my claim, asking for a supervisor. I am informed that no supervisor is available and am promised that I will receive a callback from a supervisor within the next 24 hours. XX/XX/XXXX I have not received a call back and am now escalating this case further. I purchased two XXXX radios from XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) XXXX XXXX for {$140.00}. XXXX unit arrived defective with documented XXXX XXXX. I reported the defect promptly, provided video evidence on XX/XX/XXXX and XX/XX/XXXX, and followed all troubleshooting steps suggested by the seller. An XXXX XXXX XXXX confirmed the defect as an internal hardware issue, not user-correctable. I requested a return for the entire order from the seller, to which they responded by offering a " professional '' version of the item as a replacement, an item not listed on their website, and in direct contradiction of my request. I then went to PayPal and opened a dispute. After escalating to a claim, the resolution offered requires me to ship the items back to XXXX. XXXX quoted {$96.00} for the cheapest viable, size-appropriate, tracked return shipping option, nearly 70 % of my total refund amount of {$140.00}. This is an unreasonable financial burden on a consumer for a defective product received through no fault of their own. Despite multiple calls to PayPal customer service, the following issues remain unresolved : XXXX PayPal has only offered a {$25.00} shipping credit, which does not come close to covering the documented {$96.00} return shipping cost. XXXX. PayPal promised a supervisor callback on XX/XX/XXXX. That callback never occurred. XXXX. Despite multiple calls, PayPal has been unable to provide a representative with the authority to resolve this dispute. XXXX. The seller has not responded to PayPal 's requests to cover return shipping. XXXX. My return deadline is XX/XX/XXXX, leaving me with an imminent financial decision forced by PayPal 's failure to resolve this dispute adequately. I have been a PayPal member in good standing for almost 20 years. PayPal 's buyer protection program is marketed as protecting consumers from defective items, yet in practice, it requires me to absorb a significant portion of the refund amount in return shipping costs for a seller 's defective product.

Company response to consumer: Closed with explanation