Consumer complaint received 2025-11-20 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Paypal Holdings, Inc
State: MD

Complaint narrative:
Complaint Against : eBay and PayPal Nature of Complaint : Improper handling of payment and return refusal despite seller instructions Transaction Details : Order Number : XXXX Dispute ID : XXXX Amount : {$780.00} Date of Purchase : XX/XX/year> Date of Delivery : XX/XX/year> Despite my repeated efforts to resolve this matter in good faith, both eBay and PayPal have continued to deny my return request, offering a series of inconsistent and inaccurate justifications that fail to address the actual substance of my complaint. Their responses have not only mischaracterized the nature of my dispute but have also created unnecessary confusion and frustration, obstructing a fair resolution. 
The issue began with a payment processing error. Although I selected my PayPal card as the payment method during checkout, the charge was incorrectly routed to my linked bank account. This error resulted in overdraft fees, which I had to dispute separately. PayPal acknowledged the mistake in writing and the fees was refunded, confirming that the transaction had not been processed as intended. This part of the issue was resolved, but it set the stage for further complications. 
I contacted the seller to initiate a return. The seller instructed me to open a return request through eBay using specific reasons such as did not fit or ordered by mistake in order to generate a prepaid return label. I followed these instructions precisely. However, the return process failed to work as described. By the time the item arrived, I no longer needed it, and it remained unopened in its original packaging. 
When I attempted to follow up, the seller reversed their position and refused to accept the return. They claimed the item was similar to what I ordered, ignoring both the delay and their prior guidance. This refusal contradicted their earlier instructions and disregarded eBays stated return policies. I documented all relevant communications, including the sellers message outlining the return process, PayPals acknowledgment of the payment error, and photographic evidence showing the item was never opened.

Despite this documentation, eBay and PayPal have continued to deny my case. Most recently, I received a message stating : We received the case ( s ) you filed on XX/XX/year>. 
We have reviewed this transaction ( s ) and are denying your case ( s ). This decision was made because your billing dispute doesn't match our qualification for a billing dispute. 
This response is deeply misleading. The case I filed was not a billing dispute in the conventional sense. It was a multifaceted issue involving both a payment routing error and a sellers refusal to honor their own return instructions. By categorizing my complaint as a billing dispute and then denying it on the grounds that it doesnt meet their criteria, PayPal and eBay have effectively sidestepped the real issue. Their response misrepresents the nature of my complaint and further obstructs resolution. 
This pattern of shifting justificationsnone of which reflect the actual basis of my requesthas made it impossible to resolve the matter through standard channels. Each time I engage with their support teams, I receive a different explanation for the denial, none of which align with the facts or the documentation Ive provided. This inconsistency undermines the integrity of their dispute resolution process and leaves consumers like myself without a clear path to recourse. 
I acted in good faith throughout this transaction. I followed the sellers instructions, adhered to eBays return procedures, and provided all necessary documentation. The item remains unopened, and I have made every reasonable effort to return it. The refusal to accept the returnbased on inaccurate characterizations of my casehas caused undue stress and financial inconvenience. 
I am now seeking assistance from consumer protection agencies to ensure that this issue is addressed fairly. I am requesting enforcement of the return and refund process, including the issuance of a prepaid return label, and assurance that this dispute will not negatively affect my account standing with either eBay or PayPal.

Company response to consumer: Closed with explanation