Three days ago a Buyer opened a NAD dispute against me, the Seller, for a virtual item that he downloaded. I say "he" because I'm familiar with the Buyer as he was previously banned from my marketplace for violating our Terms of Service, before he became an actual customer. So, he used a VPN, created a new account, purchased a web template, then filed the dispute in an obvious effort to scam me. Over the last three days, I've been unable to access the actual dispute. I received the email notification, can log into my account, send/receive money, and do everything but load the dispute's page. Instead, I'm presented with "Let's try that again", an error that has plagued an inexplicably large number of users as evidenced by the posts on this site. I reached out to AskPayPal on Twitter and PayPal on Facebook being told both times that my issue would be reviewed by a "specialist" and that I'd receive a followup "soon". Obviously, that followup never happened and time was being wasted. I contacted Customer Service by phone earlier today and was told to use a different email. Obviously, that didn't work. I contacted Customer Service yet again about an hour ago where I was transferred to Claims & Disputes. There, I got some Arabic individual, with not-so-good English and an even worse understanding of it, who repeatedly insisted I just needed to respond to the dispute to make it go away. Once I finally got him to understand it was a site issue preventing me from responding to the dispute, his response was this (paraphrasing): "Well, sir, what I can do for you since this is just in the period where the Buyer and Seller can resolve things on their own, is I can escalate the claim but just know you'll be obliged to respond or PayPal will rule in favor of the Buyer." Let that sink in for a moment. Then, without my consent, he IMMEDIATELY escalated the claim and then said I'll have 10 days to respond to the claim. When I told him for the hundredth time in the span of 20 minutes that I simply wouldn't be able to respond because I kept getting an error when attempting to review the now claim, he had an epiphany and said he might need to transfer me to an Account Specialist because there could be some limitations on the account. I asked him to explain to me how my account would be limited ONLY from responding to a dispute and reminded him of the several transactions I had just made mere minutes before contacting support at which point he says "there's nothing I can do for you". So, I asked him to refund the purchase to the Buyer and informed him I'd be closing my account. Let me be perfectly clear: this representative's actions mean PayPal is wholly complicit in a successful scam by a Buyer. I don't know why he is employed. I'm just a small business guy whose transactions are typically less than $100 which makes any attempt at a suit in a Small Claims court a stupidly expensive course of action so I'm really at an impasse beyond expressing my sheer fury at how I've had what is absolutely my worst experience as a customer with any company and all at my literal expense because I've now lost my transaction and have been left with no alternative beyond terminating my account and closing my business because I simply cannot trust PayPal or its absolutely worst-in-class support. I've never felt more humiliated or helpless than I have throughout this entire process. I genuinely despise PayPal and sincerely hope that for the sake of every merchant that is unfortunately using this service, that someone finds a loophole in PayPal's User Agreement and buries this garbage company.
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