Olivier Robin sent a message to Daniel Schulman that said:
Good morning, Mr. Schulman,
I know you probably have better things to do at the moment but I wanted to bring the following situation to your attention because it is the confidence in the protection of purchases made via Paypal that is shaken.
Indeed I was defrauded by a seller, I never received the package, and although by 3 times, one of your customer service representative to whom I spoke on the phone prior to payment assured me that by purchasing goods and services I was automatically covered by the buyer protection, your dispute center without really investigating the facts refused to reimburse me. Of course it's "only" $800 CAD, but in these times of pandemic it's a lot and since your customer service is unreachable by phone and hasn't answered the email for 15 days, I see no other solution than to turn to you and social media.
Here's the scheme used. The seller contacted me via a collector's forum. We agreed on a price. He made me send an invoice for goods and services by his accomplice who seems to be a Paypal regular. I paid this invoice by specifying in the message that went with the payment the nature of the goods and with my address here in Canada well registered. The accomplice recovered the money and sent a package (containing je ne sais quoi) to an address in England with proof of delivery. The seller then retrieved this parcel. When I received confirmation of delivery, in England and not here, to my Paypal address in Canada, I opened a dispute. The accomplice of the seller then provided as proof of his good faith, an exchange of SMS, between him and my fraudulent seller in which the latter asked him to ship to an address different from that of Paypal. If I had wanted the package to be shipped to an address different from my main Paypal address, I would have changed the delivery address at the time of payment, right?
I find it very disappointing because I followed in every point the instructions of your customer service agents to protect myself since I had an average confidence in this seller. And despite this, I find myself a victim of fraud with the complicity of your litigation department.
I specify that I am a regular user of Paypal (but usually via EBay or to send money to my family), I also use xoom since a few months regularly and I appreciate its efficiency but this story that I just counted you has affected the trust I had in your team.
I would like, despite your occupancy rates certainly very high, that you take the time to look at this problem.
In the meantime, during these difficult times for the whole world, take care of yourself and your loved ones.
Best regards
Olivier Robin
