After nearly 5 years of buying and selling using PayPal, I’ve recently had the most horrible experience with PayPal customer service. When a client asked for a partial refund in the amount of $200 (on a total purchase of $1050) via the online PayPal portal, I agreed to refunding the $200/partial amount. Rather than refunding the client $200, PayPal sent the client the full amount of $1050. To make matters worse, the client still has possession of ALL of the items purchased. I understand that with partial refunds, the seller doesn’t necessarily receive the items back. HOWEVER, PayPal policy, in the case of a full refund (in this case $1050), says that the items should be returned PRIOR to the refund being issued. After over 7 calls with 7 different customer service agents and supervisors and reopening the claim, PayPal has decided to close this case again, ignore my concerns, and not refund the money. At this point I’m not upset with the client (although I don’t agree with her morals since they have both $1000 worth of product and $1050 of my money), I’m beyond upset with PayPal for their poor customer service, lack of concern and effort in correcting the situation, and pure ignorance. Every time i have spoken with an agent on the phone, they have agreed that PayPal made a huge ($1050) mistake. That whatever agent refunded the buyer $1050 was extremely wrong in doing so. This IS the mistake of PayPal, not my own or my client. I have had no luck in discussing this over the phone with PayPal so I have come to Community to post the issue. I will be taking further legal action, as well as notifying social media that PayPal refuses to provide adequate customer service and has stolen money from a small business.
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