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Disappointment with PayPal - Is Their System Failing Disabled Users in Disputes?
Hello everyone,
I want to share a very disappointing experience with PayPal and see if any of you have encountered similar issues.
On March 7, 2024, I bought a graphics card on Rakuten. After the 14-day withdrawal period, I realized it was defective. I tried to contact the seller several times, but I never received a response. Rakuten then informed me that the deadline for filing a claim had passed, so they could no longer do anything for me. Thinking that PayPal could help me with their purchase protection service, I filed a dispute.
On April 18, 2024, PayPal offered me a refund on the condition that I return the item. Unfortunately, being very busy with my work, especially due to the Olympic Games, I did not see this message in time. And there, surprise: the case was closed without me being able to intervene. What shocks me is that PayPal, which never hesitates to send notifications for a failed payment (via SMS, notifications in the app, etc.), only sent me one email for such an important dispute. If you miss this email, it’s over, no possibility to reopen the case. Frankly, it makes me wonder if this isn't a way to save money on refunds for disputes. It's outrageous!
What makes the situation even more difficult is that access to the dispute manager is only possible through the web browser. The PayPal Android app, on the other hand, does not contain either the dispute manager or messaging. So you really must not miss that one email because if you rely on the app to keep you informed, you're left completely in the dark.
What worries me even more is how this system seems to neglect people who, like me, have specific difficulties. I suffer from ADHD, which complicates my daily management of information. I really need clear and repeated notifications, but it seems that PayPal does not take these realities into account. They prefer to send endless reminders for a slight payment delay, but for an important dispute? Nothing, except for a simple email. And what about people who are not comfortable with technology? They must feel completely abandoned by this system.
Following this incident, I contacted PayPal again in August. They offered me another option on August 20, but once again, I didn't discover the email until August 29, after the offer had expired on the 28th. Between two other emails regarding a payment in installments, this message went unnoticed. I called PayPal again to try to find a solution, but I doubt they will make any further gestures this time.
I'm seriously considering changing platforms. Alternatives like Stripe, Square, Payoneer, Venmo, Google Pay, Apple Pay, or Skrill seem to offer better tracking and user protection. Does anyone here have experience with these platforms?
I've been a PayPal customer since 2010, and until now, I've always been satisfied. But now, I'm really disappointed and angry. This situation is unacceptable to me, and I would like to know if others have any advice or feedback on alternative solutions.
Thank you in advance for your responses.
#ADHD #disabilityawareness #MentalHealth #ChronicIllness #Accessibility #Neurodiversity #invisibledisabilities #Advocacy #Paypal #ConsumerRights
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