PayPal Resolution Center’s Catch 22 Policies
My comments are regarding PayPal's Resolution Center and their arbitrary manner to dismiss claim disputes. I have had a PayPal account for many years with great service and no issues. I recently had a situation where I purchased a Dell computer through PayPal and my American Express credit card. I returned the computer under authorization from Dell through their UPS shipper. After some time and not receiving a refund, I contacted Dell who stated that they had submitted a refund notice to PayPal for reimbursement to my AE card. I contacted PayPal who stated that they never received the refund notice from Dell. It would seem easy for either Dell or PayPal to contact each other for verification, but that is not apparently done. I was forced to file a dispute claim through PayPal to investigate the situation.
This is where the issues with PayPal's resolution policy begins. Upon my filing a dispute claim with PayPal, I was sent an email from PayPal stating that I would need to return the computer to a Dell Texas site that they listed. I explained that the computer had already been already sent back to the authorized Dell site in Tennessee as required by Dell. I provided copies of the Dell return authorization receipt, Dell shipping label listing a Tennessee site address, and UPS documentation that the computer was shipped and received by Dell. Dell also confirmed that they had received back the computer. I also offered a copy of the Dell credit memo authorizing a full refund for the computer from Dell. However, PayPal dismissed both my dispute claim and appeal based upon their sole rational that the computer, which was already returned to Dell, was not specifically returned to the Dell site listed on their PayPal email and therefore could not be confirmed by PayPal.
Also, PayPal would accept no further appeals in the matter. Unfortunately, I am forced to contact American Express, the Better Business Bureau and Yelp regarding this unfortunate situation. Hopefully, my comments can provide a better awareness to other PayPal customers and to the company.
