Dispute closed in seller's favour but item NOT received

[katewaite]

The seller used Hermes to deliver (from China but this was not stated in the advert) and it was abolutely not delivered - I have searched everywhere. The tracking simply says delivered and a date and time (Bank Holiday weekend when I was in). Paypal have decided this is sufficient proof of delivery - no signature or photo which is what my couriers always do. 

The seller was extremely blase and unhelpful so I opened a claim. Paypal have decided in the seller's favour based on this flimsy 'proof' of delivery.

Is there anything I can do? 😞

[JKepka]

I have had the same thing happen. Shipping information provided to me originally shows my item wasn't even shipped to me - it was shipped to a post office box; I don't have a post office box. Is there really no buyer protection?? Very irritated with PayPal. I too, would like to know how to proceed from here.

[katewaite · Accepted solution]

Could that be a parcel collection point, a lot of courier companies have these drop off/collection points. The seller should have given you this information 😞 My seller sent me no info and I'm supposed to believe a line on tracking saying delivered, even though proof should be required to protect buyers from unscrupulous courier companies. If I'd paid for the item through my bank account the bank would have required proof of delivery and given me a refund but because I bought through PayPal I have lost £40. There's no way I am going to buy through PayPal again.

[kernowlass]

@katewaite 

Paypal is just a payment processor that gives you 'some' buyer and 'some' seller protection.
So disputes for non receipt of item are mostly automated. Seller provides tracking that shows delivery = seller wins.
So then its your turn to do some work to assist Paypal in recovering your purchase price from your seller.

Firstly ring customer services and tell them that the number is fake or that the item was shown as shipped before you purchased it. With that information they may well just issue you a refund.

Secondly if they don't then... APPEAL
To submit an appeal on the dispute that was closed, PayPal asks that you obtain a detailed report from the shipper/courier (on their letterhead or some other form of official stationary) that includes the address the seller gave them for the shipment. Or one that includes a statement mentioning your address and saying the item was delivered to a different address. THEY DON'T HAVE TO SAY WHICH ADDRESS IT WAS SENT TO, JUST THAT IT WAS NOT DELIVERED TO YOUR ADDRESS.

Check tracking in below link to see where it went.
https://www.17track.net/en

When you have that, contact PayPal via phone (log on to your account and click contact at the bottom of the page, or via Facebook (send a Private Message to PayPal) or via Twitter (send a Direct Message to @AskPayPal) and say you want to appeal the denial of the dispute based on the shipper saying the item was delivered to a different address. Once it's submitted (you will be provided with directions on how to do that), the dispute will be reviewed further and a determination will be made.

You also have the option to contact your card issuer if you funded your paypal payment that way and see if they will do a chargeback for you.

[marc157]

If it was shipped USPS, go to your post office and get a detailing tracking report. It will show the address that was on the label and if it was delivered to that address. If it is not your address, show Paypal and they should refund your money.

[JKepka]

I went through the chat function of PayPal and asked why my claim was denied when the shipping info clearly showed item wasn't shipped to my address. I asked why I wasn't being provided the documentation seller provided to PayPal. A customer service representative called USPS to verify where item was shipped and it wasn't to me. Long story short, dispute was overturned to be in my favor and money is in process of being refunded. Persistence pays off and I'm glad continued to pursue my case.