Paypal refuses to refund | Questions and answers among users

dalore47 · 2025-06-09T11:27:28.337000Z

I’m writing here because I know you’re experts on PayPal, but I also have to say that the item was not bought on eBay, rather on the seller’s website with PayPal payment (no, the seller is not on eBay).The facts. My mom buys a corten steel plaque from a company in Modena, paying with PayPal. The plaque arrives after a month and it is NOT corten. I won’t go into how you can tell; suffice it to say that it gets scratched with a fingernail. She opens a dispute with PayPal, sending all the documents and photos. The company replies that “there was no need to scratch it with a fingernail,” thus admitting that it is not steel. At that point, she asks for a refund. PayPal closes the matter saying “Following a review of the transaction, we have denied the claim. This decision was made because this purchase is not covered by PayPal Purchase Protection.” and points her to the terms and conditions. Okay, but the terms and conditions do not say that items completely different from what was ordered are not protected.This worries me because as a seller (tourism) I accept PayPal payments, but I’ve always been anxious that someone might pay and then ask for refunds. At this point I might not have to worry anymore 🙂

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