Consumer complaint received 2025-08-12 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: Paypal Holdings, Inc
State: MS

Complaint narrative:
Complaint Regarding Unfair Resolution of Purchase Dispute I am writing to formally express my dissatisfaction with the handling of my recent purchase dispute and to request a review of the case, which I believe has been unfairly resolved. 

I made a purchase through PayPal involving XXXX separate transactions/split payment process. After the product was shipped, I encountered issues regarding shipment fees that I was unable to resolve directly with the seller. The seller initially agreed in writing to assist me in resolving these issues, but subsequently became uncooperative. Despite my repeated attempts to work with them, I was left waiting for several months for XXXX support team to intervene, which ultimately was unhelpful. 

Due to the approaching dispute window, I had no choice but to open a claim before it expired. During the process, XXXX of the transactions, in the amount of {$660.00} ( XX/XX/XXXX ), was closed in my favor because the seller failed to respond. However, the other XXXX transactions, for {$500.00} ( XX/XX/XXXX ) and {$510.00} ( XX/XX/XXXX ), were closed in the sellers favor, despite clear evidence showing that the shipment was not received. The tracking number provided by the seller was invalid, and I supplied documentation demonstrating that the package remained in the same city as the sellermeaning it was never delivered to me. 

PayPal denied my claim, citing that the purchase was ineligible for buyer protection because it was for resale. I later learned on XX/XX/XXXX from the freight forwarder that the seller retrieved the package because I was refunded for XXXX of the transactions. When I confronted the seller about a refund for the remaining transactions, they refused, citing PayPals decision in their favor. 

I appealed PayPals decision, asking for clarification on how they determined the purchase was for resale, as I was never asked about or told that the item was for resale. They could not provide any explanation. I also explained that the product listing indicated a quantity of XXXX pieces, which was the basis for the description, but I had specified a smaller quantity, as confirmed in a conversation with the seller where I requested no retail packaging and a reduced quantity. Despite submitting this evidence, PayPal again denied my claim, stating the purchase was ineligible for protection. 

The primary reason for this purchase was to help my husband 's family and those in XXXX, especially given the current circumstances. His grandmother was scheduled to visit us next month, and we intended to send her back with the items to distribute to those in need. PayPals decision to deny my claim and refuse to reopen the case is not only unfair but also causes significant stress and disappointment. 

My PayPal doesnt have a history of large purchases and I have provided all requested evidence and made multiple requests for further clarification through callbacks, but I have not received meaningful responses or support. Only partial information has been communicated, and I feel that my concerns have not been fully addressed. 

I respectfully request that PayPal review this case thoroughly, reconsider the decision, and reopen my dispute so that I can receive the appropriate resolution. I trust that PayPal values its customers and will rectify this situation fairly. 
If theres any more evidence needed, please do not hesitate to reach out and let me know so that I can provide it Thank you for your time and understanding.

Company response to consumer: Closed with explanation