PayPal
Refund Claim Closed Because Dispute Reason Was Not As Described

I recently sent money through PayPal to a fraudulent business called www.laptopcircles.com. PayPal has a form to claim refunds, and I submitted this form the very next day. One of the options in the refund form is "Not As Described." I chose this because there was no other fitting item in the list, and the form does not let you enter your own description (you are forced to choose one from the list).

Their customer support closed this claim, saying that they do not process claims that are "Not As Described." First of all, they should not have this option if they do not process it. After that, I sent them several emails saying that I could file again with another description if they would let me. They replied that they cannot change the description, nor would they let me file again because the claim is closed. After communicating with them several times, it was clear that they do not read their emails and are ready to find an excuse not to refund you the money.

Not only that, they are promoting a fraudulent business by not taking action against it, because the fraudulent business provides a steady income for them. The fraudulent business called laptopcircles.com still exists and is thriving, with more money coming in from other trusting people. I have attached the email communications I had with PayPal regarding this issue. You can see the ridiculous level 1 support they offer.

Email communication:

I do not believe this! I did not cancel the buyer complaint or anything. You did! You closed the case without even reviewing it because it had the wrong description, and now you will not let me file again. This is the worst customer support I have received in my lifetime. I am not going to bother to communicate with you anymore since there seems to be no point. I'll take up this matter elsewhere.

Thank you for contacting PayPal. PayPal's Buyer Complaint claim form is user-initiated, and we are unable to alter the information submitted by the buyer in the claim. Therefore, we are unable to change the Dispute Reason from Not-as-Described to Non-Receipt as you have requested. We encourage you to continue to work with the seller for a mutual resolution. Although the claim is closed, the dispute is noted in the seller's account records. We value your business and regret that you have had this experience. To avoid similar experiences in the future, we recommend that you read our Buyer Complaint Policy located in our User Agreement at https://www.paypal.com/useragreement

PayPal understands your concern as well as your desire to resolve the dispute in question. However, once a Buyer Complaint has been cancelled, it is considered resolved and cannot be reopened. Should you have the need to file another Buyer Complaint in the future, we suggest that you do not cancel the Complaint until you have received the merchandise or a refund from the seller. We encourage you to continue to work with the seller for a mutual resolution. You may also wish to seek other avenues of resolution such as an auction website if one was used to conduct this transaction. We value your business and regret that you have had this experience. If you have any further questions, please feel free to contact us again. Sincerely, Betty, Protection Services Department.

Original message follows:

That's not an acceptable answer. If you cannot change "Not as described," I said in my email that I can file another form/claim. Don't you read the email fully? Just because you cannot change it, you cannot drop the case altogether. That's not an acceptable solution. I demand an answer from one of your managers. I don't want to hear again from the lowest ranks of your customer support. Is that clear? I expect to get a response ASAP. Thanks.

webform@paypal.com wrote: Thank you for contacting PayPal. We apologize for the delay in responding to your service request. PayPal's Buyer Complaint claim form is user-initiated, and we are unable to alter the information submitted by the buyer in the claim. Therefore, we are unable to change the Dispute Reason from Not-as-Described to Non-Receipt as you have requested. We encourage you to continue to work with the seller for a mutual resolution. Although the claim is closed, the dispute is noted in the seller's account records. We value your business and regret that you have had this experience. To avoid similar experiences in the future, we recommend that you read our Buyer Complaint Policy located in our User Agreement at: https://www.paypal.com/useragreement. If you have any further questions, please feel free to contact us again. Sincerely, Rhonda, Protection Services Department.

Original message follows:

Maybe I used the wrong description, "Not As Described," so what? If you read the contents of the form, you can understand that I did not receive any item from the seller. First of all, if you do not cover "Not As Described," you should not have it in the list! I simply chose it from the list you had provided. I need you to cut the poor level 1 support and offer something more useful, like a response from one of your managers. Please don't waste my time here! If you need me to file under a different description, I can do that. Let me know.

Bottom line is, I didn't receive the laptop from the seller, nor will I receive it in my lifetime. Now, if you cannot help me, I am going to have to contact the Better Business Bureau.

webform@paypal.com wrote: Thank you for contacting PayPal. The information you have provided has been noted in the buyer complaint case. After reviewing the buyer complaint case, I do show the case has been closed because you filed the case as "Not As Described." PayPal does not cover these types of claims, so please contact the seller for any further resolution. If you have any further questions, please feel free to contact us again. Sincerely, Ivy, Protection Services Department.

Original message follows:

Customer subject: Buyer Complaint Case ID PP-008-088-087. Customer message: "Please refer to this case ID. What do you mean by 'attributes or quality of goods received'? I have not received any good, nor will I ever receive them in my lifetime. That definitely falls under fraud activity. I urge you to investigate this further and refund me the money. If you don't, you can be sure that I won't be using your service nor recommend it to anyone in the future. I'll also be reporting your company to the Better Business Bureau if you fail to investigate it further."

Company: PayPal
Country: USA

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