PayPal
Defective WordPress Plugin, Account Deleted, PayPal Denied Claim

I purchased a WordPress plugin from the website CodeCanyon.net that was processed by Envato.

The WordPress plugin did not work with my WordPress theme.

PayPal sent me a receipt that is supposed to contain a customer service contact or email if there are problems with the order. Instead, the receipt had a no-reply email address.

When I went to CodeCanyon.net to get help for the non-working WordPress plugin, I found no customer service and a website where the author says, "Support is not required with Envato products, but I do usually provide it, for free, so please be patient." Support is not required? Again, this is in violation of PayPal's terms of service, which require support for a defective or non-working product. CodeCanyon deleted my web access to their site upon my opening this Resolution Center ticket with PayPal, which again is against PayPal's terms of service.

I posted on the author's plugin section that the plugin does not work with my WordPress theme and asked him to either provide a solution or give me a refund. I also opened a ticket with PayPal so that PayPal would contact the seller and we would use the PayPal messaging system for communication, since the receipt only contained a non-working "no-reply" email address.

PayPal forwarded my email to the seller, the CodeCanyon author, and he deleted my CodeCanyon account access! Again, this is against PayPal's terms of conduct for vendors that use PayPal as an e-commerce provider. This is also illegal in the state of California for a business to take punitive action against a customer who is requesting help for a non-working product he was sold.

But here is where it gets really messed up, and why I opened this second ticket as a complaint against PayPal itself. After I realized what this plugin author from CodeCanyon.net did to my account, I immediately elevated the ticket to a refund request and dispute against CodeCanyon.net and Envato. After waiting nearly 2 weeks, I got this response today from PayPal:
"We have concluded our investigation into this case. Unfortunately, at this time we are unable to decide this claim in your favor.

Transaction Details

Seller's Name: Envato Pty Ltd

Seller's Email: paypal@envato.com

Seller's Transaction ID: 9R739755DR0698130

Transaction Date: Dec 29

Transaction Amount: -$30.00 USD

Your Transaction ID: 2C0014448Y920873B

Case Number: PP-002-138-300-432"

What is there to decide? The actions taken by CodeCanyon are against PayPal's stated policies for conduct of vendors. Further, the actions taken by CodeCanyon / Envato are illegal according to laws set and enforced by the FTC and the California Attorney General's Office.

There is nothing to investigate. If a defective software product is sold and the seller cannot fix the problem, then a refund must be issued. Case closed. That is the law.

I cannot believe that PayPal would do this, and I am outraged about it.

Company: PayPal
Country: USA
Site: paypal.com

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