PayPal is refusing all the communication with us an they have more then 11.000 € of our money, on our frozen account.

After the mail in which Francine from PayPal ordered us to return the money to our buyers, we’ve done it and we’ve had no problems with orders under 60 days. And for those ordered more then 60 days ago, we’ve been told to file a written request with the names and order IDs of the clients, and we’ve done it. As a matter of fact we’ve done it 3 times: twice using their form on their site, and each time they would say they haven’t received it, and using their form one doesn’t have a proof of it.

Header of the mail sent on the 26th of May 2010

The last time we’ve done it on the 26th of May. This time we’ve sent it by mail to webform@paypal.fr and a good thing is that now we also have a proof that we’ve requested a money return to 129 people.

Till today, 14th of June, PayPal has not returned money to a single client of ours! At the same time, there’s 11 762,18 € at our frozen PayPal account which is enough money to cover all these returns.

Screen-shoot of our PayPal account, 14th of June

We have no possibility to get that money and PayPal is not returning it. For weeks we’re trying to get the answers when will they do that. But we’re not getting any answers. They keep saying they’re reviewing the case and that we should be patient. It’s lot of money, 11 thousands euros PayPal owns our customers.

And then PayPal says they’re protecting their clients 100%…

We would appreciate it if you’re willing to help us by sharing our story – either on blogs or at mainstream media channels. Thank you in advance.

Photo by PayPal Sucks Cartoon

After they’ve made us to return and cancel all Early Bird orders, they’re being so arrogant now that we’re trying to end our business with them in a civilized way.

We have 3 clients who have ordered Beta but since they’ve returned us the jeans, the money should be returned to them. On the other hand, it’s not possible to simply cancel transactions older than 60 days, but the money should be send to clients. It’s not a problem to us: we have the money. But, it’s on a frozen PayPal account and we can’t manipulate with it without a big AMEN from PayPal. I’d like to remind you that PayPal has our money blocked since 7th of March, and we have no access to it.

PayPal informed us that if we want to return money to those clients we have to make written requests which will be send trough their website form. It’s interesting that if you do it that way, there’s no written trace that you’ve made that request!

We’ve made one request for one of our clients more than a week ago, and then 2 more and then latter we’ve requested money return to 120 clients (Early Bird). Each day I’m trying to find out some more info via PayPal’s Call-Center (0,21 €/min) but they keep telling me there’s no need to call them and that they’ve transferred our case to a “higher level” and that I should be patient.

Today I’ve finally managed to get some answers. They said they’ve received the money return requests but not for all the clients. I really don’t get it! Does that mean their system is not safe for data transfers? How is it possible to lose those data?! After couple of similar questions they gave me mail address webform@paypal.com to send them my request.

what happens with fees?

I’ve also asked them what happens with fees? Do they have right to charge me twice for the service I didn’t get? First time they’ve charged me 3.4% + 0.25 EUR for each transaction I’ve received. Now they’re making me return the money to the clients and want to charge me the same fee. I’ve asked for that in a written form (to send me mail with details) so I could make a request AGAIN because it seems they’ve lost the first one. :/

I simply can’t understand this way of doing business and how can a company who “cares about clients” act that way? I can’t wait till all this with PayPal is finished, and after that I will never do anything with them again EVER!