April 8

We receive a reply back from Deidre.

Dear Beleaguered PayPal Victim*,

Thank you for contacting PayPal.

The dispute was filed March 22, 2010. The credit card company has responded stating the case has been found in the buyer’s favor.
Unfortunately, in order to accept credit cards as a funding source PayPal has to abide by their rules and regulations. PayPal had no further recourse with which to dispute and the credit card company’s decision was final. We were unable to win this dispute because the information provided to us was not sufficient for the credit card company to rule in our favor.

At this time, we recommend you contact the buyer directly to attempt to resolve the matter or recover your merchandise. PayPal represents the seller as best we can, however we do not have control over the final outcome. We apologize this has happened.

Thanks for sharing your concerns with us. We value what you have to say, and we know situations like this can be difficult. If you have more questions, visit our Help Center by clicking “Help” in the top right corner of any PayPal page.

Sincerely,
Deidre
PayPal Chargeback Division
PayPal, an eBay Company

Deidre writes back from PayPal. Deidre empathizes. PayPal are good at being empathic. They are not good at being useful. But they are good at being empathic. She acknowledges that the dispute was filed March 22, 2010.

The credit card company has responded stating the case has been found in the buyer’s favor(???). …. PayPal had no further recourse with which to dispute …”, she continues “…At this time, we recommend you contact the buyer directly to attempt to resolve the matter or recover your merchandise. …”
Merchandise – Of course we are talking about the creation of a Website. Its not tangible. It is hours of Service provided. Its not Merchandise that can be recovered.

It would appear that Deidre does not know what a Website is either – which is surprising considering that she ‘works’ at PayPal – An online entity.

But seriously, it is apparent that Deidre does not properly familiarize herself with the case, before throwing her reply together.

In her reply she states that we should contact the buyer to “recover your merchandise”. The transaction was for the production of a Website, i.e. a service. i.e. Hours spent. This is not a tangible item that can be recovered.

This is not the first factual error or misleading statement that has been made by PayPal representatives in responding to this case. It indicates that the PayPal representative merely respond to the last question, and do not properly review the case notes before responding.

It is becoming obvious at this point, that each time a rep responds to an email, they are not acquainting themselves with the case,… they are simply responding to the last email. With a reflex action like that, we are not going to get anywhere

We are request that:
1. this case be assigned to one person to enhance the quality of responses.
2. please provide a phone number for contacting you as this process is not effectively being resolved by email.

PayPal of course does neither