I am a merchant that uses PayPal's eCommerce (shopping cart) software and also use PayPal for processing the transactions.

I have a complaint against PayPal. I have lost $18.50 in a transaction due to a malfunction in PayPal's eCommerce software. I have an email from Billy, a supervisor in PayPal's call center, which acknowledges that there was a problem in PayPal's software which caused me to lose $18.50 in shipping and handling fee because it was added to the total amount invoice to the customer and not collected, even though the eCommerce software has worked properly for all other transactions over the past 7 years. I can provide the email from PayPal acknowledging the error in their software, yet they want to collect the unbilled shipping fee from the customer instead of taking responsibility and paying for the shipping fee from PayPal's coffers.

My complaint was escalated to a person at the corporate office whose name is Gabriele. My conversation with him did not go well. At first, he said he would prepare a ticket for tech support to investigate whether or not there was a temporary problem at PayPal on how a transaction was executed but when I requested him to speak with Billy, too, who is a supervisor at PayPal call center, Gabriele got irritated and said he will not do that. I asked him why? He replied because that's his wish. He then changed his mind about investigating the problem further and decided to close the case.

I called PayPal again and was told by a representative that the case had been closed and there is nothing further PayPal is prepared to do.

Thanks,
Jaffer