Consumer complaint received 2026-03-23 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Paypal Holdings, Inc
State: TX

Complaint narrative:
I am submitting this complaint again to clarify that this situation is not a standard late dispute, but a case involving preorder transactions, delayed fulfillment, and merchant misrepresentation that prevented timely filing. I made XXXX payments to XXXX XXXX in good faith for preorder items : - XX/XX/XXXX : {$250.00} - XX/XX/XXXX : {$780.00} - XX/XX/XXXX : {$230.00} These purchases were made with the understanding that the items would be fulfilled at a later date. The merchant continued to communicate and provide assurances that orders would be completed well beyond the original purchase dates. As of XX/XX/XXXX, there was still communication from the merchant with no indication that the goods would not be delivered. Based on these continued assurances, there was no reasonable way for me to determine within the XXXXday dispute window that the items would not be fulfilled. It was only in XX/XX/XXXX, when the merchant became completely non-responsive, emails were returned as undeliverable, their XXXX shop was closed, and their LLC had been revoked by the Texas Comptroller, that it became clear that the goods would not be delivered. I filed disputes immediately upon discovering this. Additionally, I have identified that this situation impacts multiple consumers and appears to follow a pattern in which the merchant continued communication and promises of delivery until after the XXXXday dispute window had passed for many buyers. I also discovered that a new LLC was created shortly before the expiration of the dispute window, continuing to advertise similar goods and services. PayPals denial relies solely on the XXXXday policy but does not account for situations where a merchants ongoing representations and actions prevent a consumer from reasonably identifying non-delivery within that timeframe. This is not a case of delayed action on my part. I acted in good faith and was prevented from filing earlier due to the merchants continued assurances and lack of transparency. Given the multiple transactions, the total financial impact, the merchants failure to deliver, and the pattern of behavior affecting multiple consumers, I am requesting that PayPal review this case under an exception for misrepresentation and fraud. I am also requesting that PayPal investigate this merchant for a pattern of accepting payments without delivering goods while continuing communication in a way that delays disputes beyond the protection window. I respectfully request escalation and reconsideration of my claims under these circumstances. I am submitting this complaint again to clarify that this situation is not a standard late dispute, but rather a case involving preorder transactions, delayed fulfillment, and merchant misrepresentation that prevented timely filing. All transactions with XXXX XXXX were made in good faith as preorder purchases, with the understanding that fulfillment would occur at a later date. The merchant continued to communicate, provide updates, and reassure customers that orders would be completed well beyond the original purchase dates. Because of these ongoing communications and assurances, there was no reasonable indication within the XXXXday dispute window that the goods would not be delivered. I relied on the merchants representations in good faith and had every expectation that my orders would be fulfilled. It was only after the merchant became non-responsive and failed to deliver any products that it became clear that this was not a delay, but a failure to fulfill orders. At that point, I immediately filed disputes. This appears to be a broader pattern in which the merchant continued communication and promises of delivery until after the XXXX-day dispute window had passed for many buyers. This effectively prevented consumers from identifying the issue and exercising their dispute rights within the required timeframe. PayPals reliance on the XXXXday policy does not account for situations where a merchants ongoing representations delay a consumers ability to recognize non-delivery. In this case, the timeline was directly influenced by the merchants actions, not by inaction on my part. Given the total amount involved, the multiple transactions, the merchants failure to deliver, and the pattern of delayed discovery caused by continued assurances, I am requesting that this case be reviewed under an exception for misrepresentation and fraud. I am also requesting that PayPal investigate this merchant for a pattern of accepting payments without delivering goods while continuing to communicate in a way that delays disputes beyond the protection window. I respectfully request escalation and reconsideration of my claims under these circumstances.

Company response to consumer: Closed with monetary relief