I got scammed by a seller and PayPal sided with them despite all the proof I gave

[Minervaa]

I use PayPal since years and I'm really disappointed by them right now. 

Long story short : I ordered a video game as Steam Digital Key on a website (which is perfectly fine), but instead I received a Steam account credentials, which is against the TOS of Steam, and it was not what I ordered.

I’ve tried to resolve this with the seller, but they refused to refund me, despite my evidence showing that I ordered a Steam game key (which they asked, you're reading this right, they asked for 3 specific proof, saying that after that they would refund me, I gave them all and then they said oh no, no refund).

They’ve even claimed I purchased an account, which contradicts my order confirmation, emails, listing of the product and more.

Since they refused to refund me and wasted my time, I did a Paypal claim, explaining everything, gave all the evidence I could have ( around 10 screenshots of my order / discussions with the seller ). The seller even replied on the claim, finally confirming that something was wrong, and said they'll "put the account back on sale and refund me once they manage to sell it to make sure I didn't used it", which I was obviously against, since it's not my fault if they scr*wed the order, I shouldn't have to wait for them to sell this (not even legal) account ! And as a Steam User for 15 years, I know for sure that you can check all the logging attempt, so they could just verify by themselves that I never tried the credential they gave me, change the password of it and just refund me. (and Yes, I said that to them, in the claim, meaning Paypal could actually see it).

Today, I finally got the result of the claim, and to my surprise, PayPal decided to side with the seller and denied my refund request ! The seller then removed the account credential from my order and literally stopped replying to me, leaving me with nothing with my money still gone.

I'm just so disappointed right now, why are PayPal siding with the one who are in fault ? This one was not even that hard to understand -> I ordered digital goods, I got something different instead, asked for a refund, seller refused, did a claim with proof. 

The reason PayPal used to favor with the seller is that I "received the goods" I'm sorry ? Do your team even read the proof we give ? Not only I didn't received what I ordered but now I have NOTHING !

What else can I do now to get my money back ? I looked to ask my bank for a chargeback but I need to wait for 30 days after the transaction for some reason.

Really considering deleting my PayPal account after years of using it, the only reason I was using PayPal was because of the so called protection, but if they choose to side with the one in fault and not help at all then what's the point ?

I can't even do an appeal, when I try, the chatbot tell me that it's not possible because "the case is still ongoing, or it has been resolved in your favor, or more than 10 days have passed since the case was closed." while none of it is true ! Case has been closed, not in my favor, and it has not been 10 days !

[PayPal_Shradha]

Hello @Minervaa,

Welcome and thank your for posting your concern.

We are sorry to hear about the issue with your order and we understand how frustrating this must be for you. Requesting to reach out to our customer support team to know what can be done next or to get an understanding of the possible solution to the issue raised. Please reach out to the Support Team during business hours by clicking the Contact option at the bottom of PayPal page do reach via phone.

Hope this information is helpful for your!

Warm Regards,
Shradha 

[Minervaa]

Thank you for your reply, I don't know if it's because of your intervention but the appeal has been created without any action from me.

I told all the story, again, told that as of today I don't have anything from the seller and they still have my money, which is not that hard to understand, gave some proof again, I don't know what to do more. If they still side with the seller again, then I'll just delete my PayPal account because what's the point ? And of course I'll let all my friends and family aware of how PayPal prefer to side with scammers. 

It is frustrating indeed, it feels like I'm treated like a thief and have to fight to make myself heard.

[Minervaa]

They closed the appeal with the exact same answer, saying that the seller gave proof that I've received something which is nothing more than a LIE. So, what now? And more importantly : why is it that hard for PayPal to understand that I DIDN'T GOT ANYTHING? Do I need to speak in a different language? Do I need to swear by blood or something? Anyway, I'm currently having a transaction with someone else, as soon as it's done I'll delete my account. I'm done with PayPal, thank you for your so called "buyer protection".

[kan45633]

PayPal Claim (Case ID PP-R-QHJ-542623342) Denied I don’t know why I lost the case. I immediately complained to PAYPAL after I received this item. The item was very different from the photos shown by the original seller, but you said that I did not meet the buyer protection regulations and refused to allow me to return it, nor did you give me the seller’s address to return it. I was defrauded and I’m not allowed to appeal.

Taiwan PAYPAL will not interfere with my business

[BiilyTheHobo]

Same happened to me over a thousand dollar rip off. Provided papal documentation of ripoff. They did nothing

[Minervaa · Accepted solution]

As of today, October 15, I finally managed to get a refund by contacting customer service and explaining the situation in VERY simple words. To keep it short, I kept replying, "I don't have anything, and they have my money," every time PayPal's customer service told me that the seller had provided proof of delivery.

I also kept emphasizing that it was a DIGITAL (yes, in uppercase) purchase, meaning the seller revoked my access. It wasn’t a physical item, and despite mentioning this at least 50 times throughout the claim process, they seemed to struggle to understand it.

After repeating the same points over and over again, it seems the representative finally understood my complaint. They re-opened the claim and closed it in my favor, issuing a refund just a few minutes later. As childish as it may sound, I also warned them that if they sided with the seller again, I would permanently close my PayPal account, which I’ve used for years.

Now, I just hope the seller won’t come back with more lies and so-called "proof."

To anyone struggling with PayPal siding with scammers, my advice is: don’t lose hope. Keep reaching out, again and again. They expect you to get tired and give up, so you have to show them that you won’t back down and will keep fighting to make yourself heard.

[kan45633]

Sir, I don’t know you, but I thank you, but PAYPAL has rejected all my appeals, and threatened to take legal channels. He will find a lawyer waiting for me. In Taiwan, PAYPAL has no office and only one phone number. All services are from Singapore. I have to rely on the Internet to handle it. I have no choice at all, thank you.

[Channesse]

I basically just had the exact problem except with a physical item.

I ordered for my partner some FiiO FT1 headphones from Ali Express. They say the item has been delivered, gave me a tracking, I put it in, Australia Post says it is still waiting to be scanned in.

I raise the issue with Ali Express whom basically run me around in circles (did what they ask but they kept asking me for the same things)

Raised it with PayPal, long story short they kept asking me for a police report, to which I replied, how can I put in a police report for something that wasn't stolen as it was never delivered? I gave them evidence of the tracking saying it is STILL waiting to be scanned in with Australia Post, I've filed a missing parcel form via their website and gave them the lodgement ID and gave them a copy of my email confirmation I received when lodging it as well.

Keeps siding with the seller saying it has been delivered.

I am getting SO sick of PayPal.

Just a few months ago the courier dropped my partners items outside on the verge (so not even on our property), didn't ring, didn't notify us so someone took them and PayPal again sided with the seller saying they had been delivered even though the courier may as well have dropped it elsewhere as the land out of the front of our land is NOT OUR LAND, it is council / government property.

We took it further, went to our credit card company, they saw sense instantly and refunded him, then PayPal shut down his account! After 20 years of giving them tens of thousands of dollars in transactions meant ZERO and because they didn't have his backs when the courier / seller (which chose that courier) did the wrong thing) and he went above to get help they shut his account, this is just basically fraud.

What is PayPal coming too?

I'm thinking I'm going to have to go the same route, contact my credit card company as I have proof it wasn't delivered yet PayPal won't listen, and then what, my account will be banned too?

Have they got a bunch of people that don't even know what is right anymore? Or how to read common sense?

In my case the seller is only providing them evidence from THEIR system, I'm providing proof DIRECTLY from the courier company they said they have used and I'm STILL losing, that blows my mind on how stupid and insane this is.

[AnthonyLee1]

Paypal is incompetent, they are liars & they are assisting, aiding & abetting scammers.  I got scammed & called customer service 35 times in a 30 day period.  Never spoke to the same representative twice & each time had to re-explain every detail from the beginning.  Paypal kept instructing me to return to my bank to resubmit a charge back claim against the scammer's bank acct.  Paypal led me to believe the scammer's bank was rejecting the claim but I found out from my bank it was Paypal itself rejecting the claim everytime .  Let me repeat...Paypal kept instructing me 35 times to return to my bank to resubmit a charge back claim against the scammer's bank acct., then turn around & deny the claim.  Pure evil.