Consumer complaint received 2025-09-19 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: NJ

Complaint narrative:
On XX/XX/XXXX, I placed an order for 30 wedding invitations and shipping for them from iXXXX ( XXXX XXXX ) for {$360.00} using paypal.com and their " pay in 4 '' feature. 

There were several conversations had with XXXXXXXX XXXX representative, XXXX between XX/XX/XXXX and XX/XX/XXXX to personalize the invitations for my wedding next year. 

On or around XX/XX/XXXX, XXXX and I had a telephone conversation where I inquired if it would be possible to include our wedding website in the invitation and if it accrue an extra cost. XXXX proceeded to inform me that not only could the website be included, but their company could include a QR code on the invitations for the link to our wedding website at no extra cost. I told XXXX I would like to have the QR code included. 

On XX/XX/XXXX, XXXX emailed me the final proof of our invitation which included all the information provided including a working QR code. I approved the invitations, provided her with a comprehensive list of names and addresses to be mailed to the guests. 

On XX/XX/XXXX, my fiance and I recieved the invitation. On the shipping label, my name was printed twice in the sender 's section instead of including my fiancs name. I was never provided the option to include his name on the shipping label. 

Additionally, the QR code did not work. I was explicitly told by the merchant it would be included at no additional cost and immediately called the merchant several times, left voicemails, sent emails, and even attempted contact through social media with no response. 

I started to recieve several messages and phone calls from invited guests on XX/XX/XXXX stating that the QR code was not working. 

I recieved an email from XXXX on XX/XX/XXXX at XXXX stating " the QR codes were working correctly at the time the proof was sent to you for approval. Im not certain what could have caused them to become disabled after that point ''. 

On XX/XX/XXXX I filed a dispute with PayPal due to the merchant not taking responsibility for their error and explained in my dispute I was requesting a full refund because the invitations were significantly not as described. I provided paypal with extensive screenshots of conversations between XXXX and I as well as screenshots of text messages from guests complaining about the QR code not working. 

On XX/XX/XXXX XXXX wrote me their final email changing the terms and information we had agreed upon when she emailed me the final proof. She stated she spoke with her XXXXanager regarding the matter and typically, they only print the information provided to them. In this case, they created the QR code per your request ( not factual since it was offered by XXXX ) ; however, we they not sell QR codes. Meaning I would have to pay for the QR code activation.

Finally, 1 guest never received the invitation and another guest received two invitations.

Paypal closed the case in favor of the merchant which I appealed twice. During the last appeal I was told by a paypal representative they were requesting proof from the merchant stating that they charged me an additional fee or there would be an additional fee for providing me with the working QR code. 

Paypal finalized their decision on XX/XX/XXXX stating " the case was closed in the sellers favor as the item wasnt damaged, different or missing any parts as described by you ''. 

I had two of the 4 payments reversed by XXXX XXXX XXXXXXXX and now paypal is stating my payments for the purchase are overdue. 

Thank you.

Company response to consumer: Closed with explanation